QUE3ST is an evaluation process that measures performance in key operating metrics that enhance the customer experience and enrich the client relationship. They are specific deliverables as committed to by Centerplate. They are:
- Quality – Doing what it takes to ensure our food, service, facility, management and customer experience are to the highest standard.
- Unique – Original food and that memorable Centerplate experience. It’s why customers love us, and why they always come back for more.
- Execute Extraordinary Experiences – No matter how big or small, every action we take should be focused on Excellence and ensuring Extraordinary Experiences.
- Sustainability – By honing our skills and staying true to our values, we will maintain our momentum beyond today and tomorrow.
- Teamwork – From sampler, to server, to venue manager, to chef, to Client/facility team, you’ve got to have great teamwork or we‘re not going where we want to go.
Each lettered component of QUE3ST is focused on measuring and improving specific areas of our business. They are:
- Quality – Food Specifications Food Safety, Facility Appearance Cleanliness, Equipment Maintenance and Condition
- Unique – Branding, Product Offerings, Flavor Profiles, Marketing, Merchandising, and Promotions
- Execute Extraordinary Experiences – Mgr Performance, Team Performance
- Sustainability – Profitability, Funding the Future, Technical Execution, and Compliance
- Teamwork – Shared Learning, Lifting Everyone Up, Creating Partnership, Recognition
There are between 65 and 140 items evaluated under each of the five lettered operating deliverable for a total 345. Each of these 345 questions has specific evaluative questions designed to measure every aspect of the operating principle. Within a facility each Supervisor will complete an evaluation of their responsibility. An NFL example would be completing an evaluation for each home game for each of these operational areas:
- 50 Retail Concession stands
- 2 Merchandise stores
- 50 Premium Clubs/Suites
- 1 Warehouse
- 1 Culinary (Exec Chef Kitchen)
- 1 Catered event
- 1 GM evaluation that monitors and calibrates all of these areas.
In a Convention Center, the Catering and Culinary functions are extensively evaluated for operations excellence along with the Warehouse and Retail (Concessions), all of which is evaluated and calibrated by the GM evaluation.
The purpose of this extensive evaluation process is to ascertain the execution of what we know to be the right standards to make our operations successful. The 345 measured components are evaluated as a definitive Yes or No and each receives a weighted score. Higher scrutiny is assigned to such criticals as “building client relationships, delivering WOW hospitality, inspiring and coaching teamwork, Centerplate culture principles, food safety, and following through on corrective action planning on QUE3ST evaluations with every leadership and staff layer from our CEO to the Concession Stand or Catering team members.
The commitment to deliver on the promise of QUE3ST to the client is also applied to our client meetings as the Centerplate “Report Card”. We use the same process, the key imperatives of QUE3ST, for the GM to frequently discuss our performance and deliverables with the client. We ask them, under each and every QUE3ST principle in the first bullet points, “How are we doing?” on delivering our commitment to the client. Any “NO” or even a conditional “Yes” calls for immediate action to correct. These discussions are shared with the VP on each occasion to ensure we are informed and aligned as an organization.
We have developed this self-evaluation process based on the belief that our leaders are accountable to themselves to drive the business in total. This is a tool that provides a data-based measure of their business segments on a more granular level to discover opportunities, with a higher level corrective action planning process to determine root causes. It is not about scores. It is about pursuing excellence through coaching continuous improvement.
Although we are a multi-dimensional hospitality organization serving Sports, Entertainment, and Convention Center, the QUE3ST process has been designed to operate universally among each type of venue, while still honoring culinary creativity and venue specific imperatives. QUE3ST drives Centerplate performance and ensures consistency of measure, correction, and recognition. It is truly a “one best way” process that enhances performance, focuses our leaders on continuous improvement, and delivers Craveable Experiences, Raveable Results.