The Ninety Nine Restaurant & Pub's Winning Mission "A Passion to Serve"

Four simple words comprise the Ninety Nine Restaurant & Pub's mission statement: "A Passion to Serve." But a mission statement is worthless if it's not supported by action – and this one definitely is! Everyone at the Ninety Nine Restaurant & Pub from the president, Charlie Noyes, to the hourly team members lives by this statement.

Back in 1952, Charlie Doe had an idea to create a restaurant that was more than a place that served great food. Charlie wanted to give locals a place where they'd always feel at home. A place where they could get no-nonsense food at down-to-earth prices. A place where they'd be treated right by people who had a passion to serve, and where friendly service wasn't just a nice idea. Charlie knew that this wasn't just great for business, but great for guests too. His simple philosophy--"We Treat People Right"--continues to be an essential part of the culture today. That's why our guests always seem to find their way back through our doors, and why even new guests find themselves feeling like regulars.

The Ninety Nine Restaurant & Pub, headquartered in Woburn, MA, continues to prosper and grow. The Ninety Nine updates and refines its menu on an ongoing basis to provide guests with fresh new options, yet continues to offer great food and great drink at a terrific price. This philosophy began when the company was founded, and is still maintained today.

The culture at the Ninety Nine Restaurants was instilled by Charlie Doe long before a mission statement was ever written down on paper. But the proclamation means that guests, team members, community and stakeholders are treated with respect. For guests, it means they have a friendly, comfortable place to gather and enjoy great food and great drink at a terrific price. The Ninety Nine is proud to serve more than 20 million customers a year in over 100 restaurants throughout the Northeast.

We are now owned by American Blue Ribbon Holdings and part of a much larger restaurant group which includes fine dining, family dining, casual dining and yes, a pie company! As part of this larger company, a passion to serve is one of our core values! We live our vision, values and culture daily!

Our vision is simply: To take care of our guests by delivering the best dining experience so that each individual leaves with a sense of well-being and satisfaction with our great value, convinced we are the best choice for daily dining out.

Our vision would not be possible without our core values: Accountability for Results, Relentless Improvement, Passion to Serve, Integrity in All Actions, Respect for Each Individual and Embrace Change.

With such benefits, incentives and support it should be no surprise that the company's team member turnover rate is a mere 50 percent – quite a feat in an industry where employee turnover rates are often as high as 150 percent! Ninety Nine has one of the lowest turnover rates for every position it offers, from manager to team members.

Ninety Nine employs more than 6,500 people, many of whom have worked for the organization for more than 15 years. Approximately 50 percent of Ninety Nine's entire management staff started out as hourly team members. The company attributes its high employee retention figures to a structure that places great value on its team members and offers unlimited growth opportunities.

For the community, the Ninety Nine's "A Passion to Serve" culture means commitment to the local community as evident in its relationship with the Pine Street Inn, Boys & Girls Clubs and The Jimmy Fund.

 
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