2006 Point of Service Summit
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Agenda

Solutions & Strategies for Driving the Guest Experience

Wednesday, June 14, 2006 / Arrival Day
3:00 - 8:00 pm Registration Open
6:00 - 7:00 pm Welcome Cocktail Reception
After 7:00 pm Sponsor Dinners
Thursday, June 15, 2006 / First Day of Sessions
7:30 am - 3:15 pm Registration Open
7:30 - 8:30 am Networking Breakfast
8:30 - 9:10 am

Opening Comments: Lenore O'Meara

Opening Keynote:
THE EVOLUTION OF THE CUSTOMER EXPERIENCE

Speaker: Gina Pfeifer - VP of U.S. Business Integration, McDonald’s Corporation

The restaurant customer experience has evolved dramatically in recent years across the industry and especially at McDonald's. Now it is not just about burgers and fries, but also about credit cards, wireless Internet access and Nintendo. Gina Pfeifer charts the dramatic wave of changes that has helped McDonald's change to meet guests' changing needs.

9:15 - 10:05 am

General Session #1

EMPLOYEE OPTIMIZATION AT THE POINT OF SERVICE

Speaker: Dawn Voss - VP Operations, Noodles & Company

Restaurant employees have a tremendous impact on the guest experience.  It’s all about having winning strategies for making sure the right employee is delivering the right service to your guests.  In this session Noodles & Co. VP of Operations, Dawn Voss, will share some of the winning strategies this quick-casual dining chain uses to train and optimize employees as true ambassadors of the brand.  From sending executive chefs to every restaurant location to teach employees about the ingredients used in the meal preparations to regular manager reports on employee optimization, Noodles and Co. constantly works to enhance employee performance at the point of service in keeping with Noodles’ slightly “quirky” personality.
10:05 - 10:35 am

Networking Coffee Break

10:35 - 11:15 am

General Session #2

SPEED OF SERVICE

Speaker: Robert Baxley - COO, Zaxby's Franchising Inc.

Speed matters for every restaurant, whether fast food or fine dining. In this session, Robert Baxley of Zaxby’s will discuss strategies for improving speed of service without sacrificing quality and the guest experience. From improving kitchen efficiency to faster technology systems to better in-restaurant communications, restaurants are driving service with speed.

11:20 am - 12:10 pm

General Session #3

OPTIMIZING GUEST INTELLIGENCE

Speaker: Michael Friedman - Director Interactive Marketing Services, Darden Restaurants, Inc.

How well do you know your guests? While most restaurants only scratch the surface, others are mining and interpreting critical data for competitive advantage. In this session, Mike Friedman from Darden Restaurants explains how guest intelligence is helping to identify, attract and retain important guests, while building sales growth.

12:10 - 1:45 pm

Topic Table Lunch

TT#1: Improving Speed of Service

TT#2: Getting To Know Your Guests

TT#3: New Service Models
 

1:45 - 2:25 pm

General Session #4

BEST-CUSTOMER ACQUISITION

Moderator: Reid Paul - Editor-in-Chief, Hospitality Technology Magazine

Speakers: Chris Contino - VP of Marketing, Culver's; George Jeffrey - VP Enterprise Development, Pizza Pizza Ltd.; Dave Thomas - COO, Boston Market Corporation

This panel brings together marketing leaders to discuss restaurant industry marketing strategies around customer acquisition. Increasingly, restaurants need to utilize every tool to acquire new guests and build customer loyalty, from the website to email marketing, loyalty and frequency and gift card programs.

2:30 - 3:15 pm

Day One Closing Keynote (General Session #5)

NEW PAYMENT FRONTIERS

Speaker: Jonathan Fitzpatrick - VP of IT Americas, Burger King Brands, Inc.

At long last, the entire restaurant industry has electronic payment options to increase check size and speed up transactions - from credit cards and gift cards to wireless/contactless payment. In today’s closing keynote, Burger King VP / IT Americas Jonathan Fitzpatrick will provide insights into his company’s journey to new payment frontiers – from the challenges encountered to a glimpse of the future.

5:00 - 6:00 pm Networking Reception
6:00 on...

Sponsor Dinners

Friday, June 16, 2006 / Closing Day
7:45 - 11:15 am Registration Desk Open
7:45 - 8:45 am Networking Breakfast
8:45 - 9:35 am

General Session #6

UNDERSTANDING THE GUEST'S EXPERIENCE

Moderator: Reid Paul - Editor-in-Chief, Hospitality Technology Magazine

Speakers: Philip Friedman - President, COO and CEO, McAlister's Corporation; Kendra Sartor - VP of Brand Development, The Melting Pot Restaurants Inc., John Anderson, VP Operations, Fatburger Corporation

Restaurants have employed many different methods to understand the guest experience, mystery shoppers, guest survey and market research. This panel will discuss the various approaches to guest feedback and how to turn complaints into improvements.

9:40 - 10:20 am

General Session #7

DRIVING REVENUE AT THE SEAT

Speaker: Dr. Sheryl Kimes - Professor-Hospitality Facilities and Operations, Cornell University

Airlines and hotels have long understood that it is not a matter of filling seats or beds, but increasing revenue per customer. Finally, revenue or yield management is making headway in the foodservice industry. Dr. Sheryl Kimes, who developed revenue per available seat hour (RevPASH) measurement, will offer a provocative discussion of how restaurants can do more to drive revenue and ensure that restaurants are optimizing their revenue potential.

10:20 - 10:35 am

Networking Coffee Break

10:35 - 11:15 am

General Session #8

INNOVATION IN SERVICE MODELS

Speaker: Roberta Chmielnik - Manager, Food & Beverage Practice, PricewaterhouseCoopers LLP

With 20-somethings significantly influencing the restaurant industry today, restaurants are focusing on new service models for attracting guests. Whether the order is at the drive thru, to-go counter or delivered curbside, restaurant companies are providing more ways for guests to get their food quicker and more efficiently. In our closing session we will examine the impact Gen X and Y consumers are having on the fast casual market now and what they will be expecting in terms of wireless convenience and service when they move to the full-service environment. We will also look at changing demographics and most importantly, which operators in the industry are responding most successfully to the challenge of meeting the needs of today’s fast-paced consumer lifestyles.

11:15 am Closing Comments
2006 HT Point of Service Summit Concludes