F A C I L I T A T O R ’ S G U I D E F O R

FIVE STAR TEAMWORK

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Facilitator’s Guide Copyright © 2005 by Workplace Publishing, LLC All rights reserved.Video Copyright © 2005 50 Unlimited/Advanced Knowledge

Workplace Publishing2890 Pio Pico Drive, Ste 102Carlsbad, Ca. 92008800-344-0451www.workplacepublishing.com

Printed in the United States of America

WP-FG 1.0-0105

Authors

Stephanie R. GliddenSteven Katten

Contributor:

Michelle Correia-Templin

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FacilitatorGuide

This facilitation guide has been developed to help you teach Five Star Teamwork.

This guidebook is divided into timetable pages, instruction and content pages.The guide will indicate when you should distribute the relevant handouts toparticipants.

As you read the instructions, personalize the content with stories and examplesfrom your experience. You are a valuable resource for participants. The instruc-tion has focused on the content presented in the 17-minute movie but we encour-age you to add your own programs to enhance the effectiveness of the learning.

The Learning Points are based around the real-life stories of the team at the FourSeasons Restaurant in New York City. Long regarded as a premier destinationand widely thought of as one of the best restaurants in the world, the Four Sea-sons has an approach that is universal to any team, in any environment.

There are five principles that the team lives by at the Four Seasons:

• Commitment to Each Other

• Commitment to the Mission

• Commitment to the Customer

• Commitment to Resolving Conflict

• Commitment to the Details

Join us for an instructive, interesting tour of how the Four Seasons and learn howit has remained one of the best for over 40 years and how you can apply it toyour organization. Even if you don’t have customers and don’t deal with thepublic on a daily basis, all workteams have constituents that they must please.The principles you are about to experience are germane to all situations.

Welcome to Five Star Teamwork

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Workshop Design .................................................................................................... 8

Participant Handout Table of Contents ...................................................................... 10

Workshop Planner ................................................................................................. 11

One-hour Video Observation and DiscussionWelcome and Introduction ...................................................................................... 15

Video Viewing and Group Discussion ........................................................................ 17

Five Star Ranking ............................................................................................. 18-19

Conclusion/Key Take-Aways .................................................................................... 21

Four-hour Video Observation and Discussion 23

Welcome and Introduction ...................................................................................... 25

Video Viewing ....................................................................................................... 25

Discussion about Video .......................................................................................... 25

Commitment to Each Other Ranking Exercise............................................................ 27

Commitment to Each Other Trust Building Exercise.....................................................31

Commitment to the Mission .................................................................................... 33

Mission Awareness Exercrise............................................................................ ........37

Commitment to the Customer................................................................................. 39

What If? Exercise ................................................................................................. 43

Commitment to Resolving Conflict ........................................................................... 45

Commitment to Resolving Conflict Exercise .............................................................. 49

Commitment to the Details .................................................................................... 51

Commitment to the Details Exercise ........................................................................ 55

Closing Discussion and Action Plans ......................................................................... 55

Table of Contents

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FacilitatorGuide

Alex - Owner “Somehow it works out that when I’m low inenergy or not 100% there is someone else that is 110% or120% in energy that can pinch hit for me that day and I’mwilling to do that for them the next day.”

Julian - Owner “I’m a believer that the customer is alwaysright and in America today, believe it or not, the customer isbeginning to be questioned.”

Karen - Dining Room Manager “Inevitably when you serve thismany people there’s going to be a customer or two that’s unhappyabout something. We’re human.”

Trideep - Dining Room Manager “I’ve been here 13 years andthe most fun part of my job is the customer.”

Christian - Executive Chef “Many times the waiter or thecaptain will come in with a request of something crazy that wedon’t have and you get a little bit, come on get lost, but we tryto solve the problem, I mean the paying customer is always rightanyway.”

The Five Star Team

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Sous Chef “Without the teamwork, nothing gets done,everybody has to have the same concept in mind, thesame unison or it doesn’t happen.”

Purchasing Manager “Starting with my depart-ment that brings in the food, I try to get it perfect,the chef tries to cook it perfect, make a perfect mealand the management that takes it to the customerand makes them feel special and so far I thinkwe’re doing good.”

Pastry Chef “Basically we’re trying to be the best allthe time. And we’re doing it on a daily basis, we’reserving people daily, we have to be here daily, we’rebaking stuff daily, we cannot say we’re going to takecare of it tomorrow, we cannot say we’re going totake care of it next week.”

“Elvis” Kitchen Staff - “The management isexcellente, they treat you like kings.” AND: “Ohwhat a beautiful morning, oh what a beautiful day,I’ve got a wonderful feeling everything’s going myway.”

Bartender: “You have the brass you have the windyou have the salsa salsa, and we all seem to playvery well together in fact we have, surviving thesepast 43 years.”

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Video Narration Transcription

Opening narration:Learning from the best is a time-honored tradition. And the Four Seasons Restaurant in NewYork City has been the best for over 40 years.

The success of the Four Seasons restaurant is the result of a careful team strategy that relieson a unique set of principles.

Learning how the 4 Seasons does what it does on a daily basis, and how you can adapt it toyour team is what this video is all about. Welcome to the world of Five Star Teamwork.

Commitment to Each OtherUnique to the Four Seasons team is commitment to each other — to back each other up, topinch hit when someone needs help. Then, secure in the knowledge that they are supportedby each other, they can move forward to provide unequaled service to their customers.

Commitment to the MissionWhat sets the 4 Seasons apart from other organizations is that all team members arecommitted to the mission. They believe it — and are determined to live it, day in and day out.

Commitment to the CustomerEvery Four Seasons team member believes and breathes the concept that the customer isalways right and takes actions to support that belief. They know that without the customerthere is no organization. Every department, every decision is measured against the impact onthe customer.

Commitment to Resolving ConflictExcellence is not easily achieved. It is even more difficult to maintain over the long haul.Successful teams must know how to confront and resolve conflict in a way that allows them tocontinue to work together as a team. This is especially true in the pressure cooker atmosphereof The Four Seasons.

And the final ingredient….Commitment to the detailsMuch of the work at the Four Seasons, as elsewhere, is comprised of repetitive tasks that needto be accomplished day in and day out. The team at the Four Seasons understands theimportance of completing these tasks with professional pride and a commitment to excellence.SA

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What Materials Will I Need?

• Facilitator guide

• One participant handout package per person. This packet contains one set of handouts. You

may reproduce the handouts. It’s our recommendation that you distribute the handouts during

the appropriate exercise to prevent participants from filling out the survey out of sequence.

• One package of Post-it® Notes per participant

• Box of Sharpies

• Flipchart Markers

What Equipment Do I Need?

• Flipcharts, as many as you feel necessary

• Television monitor and DVD player or VCR

• Power Point Projector

How Can I Prepare?

• Make sure you have enough materials for all the participants.

• Set up the room (or rooms if you have a break-out room).

• Check the equipment.

• Review the facilitator guide.

• Review the Power Point slide show if you are using it, cue up to Slide 1 as participants enter

• Familiarize yourself with any content you find difficult to cover.

• Watch the Five Star Teamwork video again. Note the behaviors that you will be

modeling for the group.

• Cue up the video and adjust the sound so that you can hear it at the back of the room.

What Can I Do if the Group Deviates from Schedule?

• Is the group is going too fast? Are people disclosing too little about themselves? Are

people nervous and, as a consequence, superficial? If this is the case, try to help

stimulate conversation and involve reticent members.

• If the group is behind, are some members straying from the topic at hand? What can

you do to encourage people to stay on track? Use the parking lot technique with

members who stray often but have good insights. Create a flipchart that says “Park-

ing Lot” at the top. Write relevant ideas on this page and cover them at a later time.

• Are you talking too much? Are you watching the clock and encouraging members to

wrap-up discussions?

• If you stray too much from the schedule, eliminate an exercise or two. Consider

shortening lunch. Ask the group members what they would like to do. Some partici-

pants may want to work late.

Workshop Design

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Participant Handout: Table of Contents

Each section of this guide refers to participant handouts by name. We recommend waiting todistribute the handouts until they are needed. This will keep the group from looking forwardto the questions and discussing it among themselves at break. You are authorized to make asmany copies of the handouts as needed. You are also encouraged to provide any other rel-evant information to the participants such as company specific information or other supportivedocuments to the principles demonstrated in the video.

HANDOUTS:

1. Commitment to Each Other Ranking and Score sheet

2. Commitment to the Mission Ranking and Score sheet

3. Commitment to the Customer Ranking and Score sheet

4. Commitment to Resolving Ranking and Score sheet

5. Commitment to the Details Ranking and Score sheet

6. Personal Action Plan

7. Lyrics to the song “Oh, What a Beautiful Mornin’”

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FacilitatorGuide

Workshop Planner

Contact Name and Title ___________________________________________________________Date and Time of Workshop_______________________ Telephone_______________________Address________________________________________ Email or Fax________________________Room Number____________________ Directions_____________________________________

List of participants

Have you:

Reserved the roomReviewed the agendaSent a workshop packetVerified the number of participantsConsidered the seating protocolRequested the right number of chairsRequested the right number of tablesProduced name tentsConsidered lightingImplemented distraction safeguardsLocated the nearest telephoneConsidered ventilationPlanned refreshments

Packed extra supplies:Markers, colored pensFlipchartsPost-it® pads

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Equipment:

Handouts andother items:

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