Information
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Trainee Name
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Clock in #
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What type of learning style?
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Start Date
Training Shifts
Front Counter / Register Shifts
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Front Counter
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Register
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Register Training
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Trained by:
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Front Counter 1st Shift
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Trained by:
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Front Counter 2nd Shift
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Trained by:
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Front Counter 3rd Shift
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Trained by:
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Front Counter 4th Shift
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Trained by:
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Front Counter 5th Shift
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Trained by:
Dining Room Shifts
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Dining Room
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Dining Room 1st Shift
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Trained by:
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Dining Room 2nd Shift
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Trained by:
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Dining Room 3rd Shift
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Trained by:
Drive Thru Shifts
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Drive Thru
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Window
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Trained by:
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Headset
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Trained by:
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Bagging
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Trained by:
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Outside $$$
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Trained by:
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iPOS
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Trained by:
Kitchen Shifts
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Kitchen
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Kitchen 1st Shift
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Trained by:
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Kitchen 2nd Shift
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Trained by:
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Kitchen 3rd Shift
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Trained by:
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Kitchen 4th Shift
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Trained by:
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Kitchen 5th Shift
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Trained by:
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Kitchen 6th Shift
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Trained by:
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Kitchen 7th Shift
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Trained by:
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Kitchen 8th Shift
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Trained by:
Prep Shifts
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Pre-Prep
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Pre-Prep 1st Shift
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Trained by:
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Pre-Prep 2nd Shift
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Trained by:
Intro & Tour
When Trainee Arrives
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Lockers - Personal Items in the Back
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Cell phones are for Managers Only. No cell phones out while clocked in.
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Does the Trainee know how to clock in?
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Clock in before Training
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Introduce trainee to as many people as possible.
Proper Uniform
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Non Slip Shoes or Shoes for Crews
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Black Socks Only (No Colors)
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Guys
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Only Black Undershirts or No Show V-Necks
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Clean Shaven at all times
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Appropriate Hair off collar and tasteful
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Girls
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Natural Color Hair
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Jewelry:<br>Earrings - Plain small earrings<br>Necklaces - Tucked into shirt<br>Rings - No gemstones<br>Watches - Not allowed in food prep areas <br>Bracelets/Wrist Bands - Not allowed
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No false finger nails
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Fingernail polish:<br>Solid Natural color<br>No Glitter or Metallic Colors
Washing Hands
When Do We Wash Hands?
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Upon Arrival
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After Handling Money
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After Break
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In Between Tasks
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After going to restroom
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After Touching Trash or Floors
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Before & After Wearing Gloves
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Touching Uniform, Face, Nose, Hair etc.
Practice Washing Hands
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Washing Hands
Grand Tour
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Ice Machine
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Ice Bucket
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How to bridge/break the ice
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Dish Sink
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Wash, Rinse Sanitize
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Never place knives in the sink
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Raw Chicken - Yellow
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Always put raw chicken dishes on bottom shelf
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Drying Racks
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Place dishes exactly the same each time. Refer to laminated chart to place dishes correctly.
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Chemical Rack
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Sanitizer (Green)
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Sink Sanitizer (Red)
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Trash bags
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Blue recycling bags
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Prep Sink
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Produce Only!
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Filtered water vs. Unfiltered
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Tea Brewers
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How to brew Tea
https://www.cfahome.com/cs/groups/etmdp-login/documents/document/etmdp_100976.pdf -
Hang ladle in the tea to indicate sugar has already been added
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Whisk up whirlpool of tea
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Chill in cooler; no containers on ground
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Mop Sink
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Red - Bathrooms
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Blue - Dining Room / Front Counter / some kitchen
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Yellow - Kitchen
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Trash Cart
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Break down all boxes
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Take trash out if needed
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Parking Lot
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Look for trash explain why it is important (gum, cigarette butts, leaves/organic matter)
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Lower Storage
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Dumpsters
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Right side is for trash
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Left side is for cardboard
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Make sure there is no trash outside on the sidewalk or cement
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Back Door & Buzzer
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Explain security and looking out the window
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Door Buzzer
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Employees when coming to work must always come through the front doors
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This is to keep calibrated on what the customer sees. We always want to focus on how they are perceiving us and the business.
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Employee Parking
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Day time shifts before 2 pm in parking lot beside CiCis; closing shift/afternoon after 2pm on drive thru parking spots or towards the back
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Freezer
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Show Panic Alarms
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Chicken
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Cookies
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Fries
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Cooler
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Show Panic Alarms
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Ice Dream
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Shake Base
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Bullets for milkshakes (strawberry topping) explain limited time flavors
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Do not throw these away!
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Chocolate milk, regular milk, apple juice, orange juice, Applesauce
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Lemonade Pulp
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Whipped Cream
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FIFO (First In First Out)
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Lemonade (Regular vs. Diet)
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Show how to make Lemonade
https://www.cfahome.com/cs/groups/etmdp-login/documents/document/etmdp_100149.pdf -
Coffee Rack
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Hot and Iced Coffee
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Regular Coffee - Silver Bags
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Decaf Coffee - Gold Bags
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8oz sauces
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Thawed bread
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Prep Area
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Day Dot Stickers
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Explain Kanban System
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Dry Stock
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Importance of organization
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Don't leave empty or almost empty boxes
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Explain Cup Location and Sizes
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Ketchup/Mayo/Sauces
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Soda Bibs
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Napkins
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Explain Bag Sizes
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Office
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Request off book
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Requests need to be in by End of day Saturday
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Fires
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Red Fire Extinguishers (Class A)
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Non-Oil & Regular Combustibles
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Silver Fire Extinguisher (Class K)
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Oil/fat/grease Fires
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ANSUL System (Wet Chemical Fire Suppresion)
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Henny Penny Fires (Emergency Only)
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Shut down store for the day
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Hand Wash Sinks
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Only use for Hands (Nothing Else!)
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Thaw Cabinets
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Breading Table
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Yellow = Raw Chicken
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Those people have leprosy - Don't touch them or anything yellow.
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Hennies
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Boards
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Coolers
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Explain Kanbans Completely
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Swinging Door
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Daily Layout
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Chores list
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Front Counter
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Coffee
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How to make Coffee
https://www.cfahome.com/cs/groups/etmdp-login/documents/document/cfaprod_128885.pdf -
New Thrive Coffee<br>Hold Time is Only 1 Hour
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Pre-Heat Coffee Server
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Drain water
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Brew Coffee
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Bleed out 2 oz to get rid of water
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Drive thru
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Positions
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Shake base
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Ice Dream Machine
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Security
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Never open the doors before opening or after closing
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Explain and show all panic buttons
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In case of robbery
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Do as you are told, observe discreetly, use silent alarms only if safe
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DO NOT play the "hero"
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Lock doors then call the police
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Dining Room
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Condiment Counter and Storage
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High Chairs and Placemats<br>Make sure to wipe off and clean high chairs when you replace them.
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Trash Cans and Cup Recycling
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Bathrooms and Cleaning Closet
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Straighten up bathroom whenever you go in
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Wet Floor Signs
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Straighten tables, chairs and booths
Front Counter
Register
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Register
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Does a leader know you will be in the office training?
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Communication is key. Go make sure leadership knows where you are.
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Sign into register in training mode
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Only sign into your register when told to do so
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Only use your register
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There might be times where you are asked to run a leadership drawer or when a person in leadership takes over your drawer for a short time. That is acceptable.
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You are responsible for your money. $150 in each drawer.
Entrees/Meals
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Meals in Yellow
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Entrees in Blue
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Kids Meals in Red
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Salads in Green
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Fries
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Beverages
Sides
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Filets
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Side Salads
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Soups (Tortilla Seasonal)
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Apple Sauce
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Parfaits
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Fries
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Superfood/Chicken Salad
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Don't use the "small" button for Superfood or chicken salad
Beverages
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Water
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Cup of ice
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1/2 & 1/2 options (Tea/Lemonade)
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Beverages Condiments
Condiments
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Discuss all condiments
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Open comment button
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Make sure it is under the item being modified
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Red flag button
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Sauces/Salad Dressings
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Soup/Salad Condiments
Desserts
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Ice dream cups
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Ice dream cones
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Cookies
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Frozen Lemonade
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Milkshakes
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Iced Coffee and Frosted Coffee
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Coffee
Premiums
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Gift Cards
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Show how to ring
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Kids toys
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Balance inquiry
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Misc Sale
Catering Pick-up (brief)
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Someone will help ring these up for now
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Small/Medium Trays - 1 Sauce
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Large Trays - 2 Sauces
Catering Delivery
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Do not touch this tab
Breakfast (if needed)
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Show each item on breakfast screen
Local Items
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Kids CFA Meal
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Kids meal substitutions
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Ring up with a kids drink
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Large Hashbrowns
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Nugget Bowl
Dine In or Carry Out
Descriptors
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Always use table market for Dine in or clothing description for carry out
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Can always put clothing descriptors in first. Helps speed up the order.
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Seated with kids teal shirt
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Red pants black hat
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Green t-shirt with glasses
Other Function
Manager Function
Promo Free
Cancel Item
Tender
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Register Functions
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How to change meals to large
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How to change a side
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Price in different sides
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Take off or add items to sandwich
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How to ring up meal with water
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Always ask "A bottle of water?"
Discounts
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Police/EMS/Firemen: only police in uniform that are dining in
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Coupons
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Explain receipts
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Kids ice dream instead of a toy
Order Flow
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The guest should never wait on you
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Order must be taken within 2 minutes
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Will you be dining in with us?
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Always find out first if it is dine in or carry out
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Suggestive Selling
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Suggestive selling needs to be done on every order
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3 Exceptions to Suggestive Selling
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If there is a really long line and we need to speed up the orders
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The guest is a regular and knows what they want
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The guest seems to be in a hurry
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May I have a name with your order?
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Always get a name from the guest
Only exception would be a single beverage or dessert -
Always get clothing descriptors when carry out
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Always. No matter if it is one person or a full dining room.
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Always choose the most distinct characteristics
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Always ask for sauces
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Explain how it slows the bagger down when sauces aren't given
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Confirm and repeat order
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Tender order
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Explain how to accept cash
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Explain how to accept card
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$50 or $100 checked by a leader
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Make drinks immediately
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Sweet Tea is a Full Cup of Ice
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All other drinks are half ice
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Try to learn how to make drinks with one hand while ringing up the order
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Give clear direction to the guest
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Dine in: place table marker on the edge of the table and meal will be brought out to them
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Have them seated if a high needs guest or if waiting on food
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Present food to guest by name and confirm order
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During peak times this will be done by the Bagger or Runner
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Carry out: please stand under the carry out sign and we will call your name when your meal is ready
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Practice Orders
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Chick-fil-A Sandwich with Cheese<br>Extra Pickles<br>No Butter
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CFA Deluxe<br>Medium Diet Coke<br>Small Ice Dream with Strawberries
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Grilled Wrap with Spicy Dressing<br>Large Fruit<br>Medium Lemonade
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#2 with American Cheese and Diet Coke<br>Value Sized<br>With an 8 count nugget<br>Honey Mustard and Ranch
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#4 with Medium DR. Pepper<br>Large Fry<br>Polynesian sauce
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#7 Large Size<br>Fruit instead of Fry<br>Sweet Tea
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CFA Filet<br>Side of Pickles<br>Sprite
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Cobb Salad with Ranch<br>2 Large Sweet Teas light ice<br>2 4 piece kids meals with sprite and tea
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Market Salad with Niggets<br>Ranch and Berry Balsamic Dressing<br>Large Bowl of Soup
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#2 with Colby Jack with Coke Zero<br>Coleslaw instead of fries
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#1 with Vanilla Shake
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#7 Large Fruit instead of Fry<br>Request cup of water
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CFA Filet, well done<br>Large lemonade with no ice
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#5 12 count<br>Soup instead of Fry<br>With Coke
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6 piece kids meal with Orange Juice, under 3 toy<br>Sm ice dream cup<br>2 piece kids meal with coke<br>Extra kids toy
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Kids sandwich meal without pickles<br>With Milk<br>Trade out toy for kids cone
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CFA Sandwich meal<br>Large Half and Half<br>(Make sure they verify half sweet and half unsweet
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#1 with Pepper jack Cheese<br>No Salt Fries<br>Diet DR Pepper
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Market Salad<br>What all comes on the salad?<br>Gallon of Lemonade
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4 #1s all on multigrain buns<br>1 with extra pickles<br>1 with cheese<br>All with side salads with ranch instead of fries<br>Another side salad with ranch<br>3 bottles of water<br>1 with Cherry Coke
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Small fruit cup<br>Large Coleslaw<br>Large chicken salad
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Cobb salad with strips<br>Large fruit cup<br>Bottled water
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4 piece kids meal no drink<br>#3 with no drink
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#4 with chocolate milk<br>Another spicy sandwich
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2 Strip Kids Meal with Water
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CFA Kids sandwich meal with water
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Request 6 piece strips<br>Change to 4 piece<br>Cookie
Attentive and Courteous
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Core 4
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The Core Four
https://www.cfahome.com/cs/groups/etmdp-login/documents/document/etmdp_100991.pdf -
Share a Smile
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Create Eye Contact
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Speak Enthusiastically
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Stay Connected
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2nd Mile Service
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Deliver Trays To Tables
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Guests with children
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Elderly
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Disabled
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Table touch-ins
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Clearing Trays not Trash
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Refreshing Beverages
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Checking on guest experience (15 minutes)
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Only 3 table touch-ins per visit
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Let those sitting for a length of time to let you know if they need anything
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Carry Large Orders to Car
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"I'll bring these out for you. Where are you parked?"
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Don't ask but tell them
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Going Above and Beyond
https://www.cfahome.com/cs/groups/etmdp-login/documents/document/cfaprod_125601.pdf -
Language of Hospitality
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Language of Hospitality
https://www.cfahome.com/cs/groups/etmdp-login/documents/document/etmdp_100941.pdf -
My pleasure if only 1 example
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"Certainly" or "sure" instead of "ok" or "no problem"
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Words to avoid: Ok, Sure, Alright
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May I refresh your beverage?
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I can serve the next guest here!
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Will you be dining in with us?<br>NOT here or to go!
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May I have a name with your order?
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How may I serve you?
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What else may I get for you?<br>
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Do not say "What else?" Or "Is that all?"
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Will that complete your order?
Observe and Rate
Order Taking
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Immediately acknowledged guest
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Took order in timely manner
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Respond appropriately with upgraded language
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Verified order before tender
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Gave appropriate change & receipt
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Uses Core 4
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Creates Eye Contact
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Share a Smile
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Speak Enthusiastically
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Stays Connected
Beverages
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Make drink as they take the order
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Proper amount of ice
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Uses ice scoop
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No spills on the outside of cup
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Not over filled or under filled
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Pushes appropriate dimple
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Seated high needs guests
Desserts
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Properly Proportioned Ice Dream Cups
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Properly Proportioned Ice Dream Cones
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Properly Portioned Milkshakes
Tasks
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Stays productive
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Restocks
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Clean Area
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Completes Jobs
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Moves Quickly and Efficiently
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Washing Hands Correctly
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Getting Ice
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Changing Trash
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Preparing Tea
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Preparing Lemonade
Drive Thru
Window
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Window
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Using the Core 4 is a Must!
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The Core Four
https://www.cfahome.com/cs/groups/etmdp-login/documents/document/etmdp_100991.pdf -
Window Flow
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Show Interest and Enthusiastic Tone to the Guest.
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Greet the Guest Immediately when they Approach the Window
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NEVER Turn Your Back on the Window
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Language of Hospitality - Make sure to use the correct language
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Always start off with Good Morning/Good Afternoon/Good Evening
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Accepting Payment
https://www.cfahome.com/cs/groups/etmdp-login/documents/document/etmdp_100998.pdf -
Presenting and Closing
https://www.cfahome.com/cs/groups/etmdp-login/documents/document/etmdp_101007.pdf -
Window Ratings
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Enthusiastic Tone to the Guest
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Show Sincerity and Interest in the Guest
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Initial Conversation with the Guest Immediately
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Proper Chick-fil-A Language
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Repeat and Confirm the Order
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Transaction needs to be completed within 30 seconds
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Double Check the Bags
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Handout Drinks and Repeat Orders Simultaneously
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Never Turns Back to the Guest
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Create Eye Contact
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Stay Connected to Make it Personal
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Share a Smile
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Speak Enthusiasticly
Headset
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Headset
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Taking a Speaker Order
https://www.cfahome.com/cs/groups/etmdp-login/documents/document/etmdp_101009.pdf -
Great Guest Immediately when they Approach the Speaker box
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Respond with Appropriate Chick-fil-A Language
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Good Morning/Good Evening, Welcome to Chick-fil-A! My name is Ben. How may I serve you?
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Suggestively Sell to the Customer
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Ask for Ketchup, Mayonnaise, and Sauces - If busy have the Window Team Member Ask for Sauces
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Multiple Car Orders - Maximum of 3 Same Car Orders - If the Guest would like more invite them to dine in with us.
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Multiple Car Orders - Same Car Button/Seat Total
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Press Store as soon as order is completed
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Make Drinks while taking the order and Press the Correct Dimples
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Ask for Drink Carriers
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Headset Rating
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Greet guest immediately upon arrival to speaker
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Offer a warm welcome
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Speak clearly and with enthusiastic tone (can you hear the smile)
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Did they listen carefully and respond appropriately
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Enter items as they are ordered
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Suggestive selling
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Determine salad dressing or dipping sauces
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Positively and courteous to special orders and requests
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Accepts multiple orders per car
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Answer appropriately to questions about products
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Read order and relay total to guest
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Direct guest to window
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Press "store" button on register
Bagger
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Bagger
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Inspecting food quality
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Ensure hot items stay hot and cold items cold (don't bag too soon; but still remain quick)
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Ensure hot items stay hot and cold items cold (don't bag too soon; but still remain quick)
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Make sure correct condiments placed with meal
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Explain salad toppings; utensils; straws
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Dine-In
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Arrange food neatly on tray
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Position to ensure tray is balanced
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Avoid over crowding
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Make sure fries are placed to reduce falling over
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Make sure logos all face same direction
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Hand tray to server with service receipt (remove receipt before handing tray to guest)
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Carry-Out or Drive-Thru
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Select smallest bag(s) suitable to hold items
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Use as few bags as possible, while keeping cold and hot items separate
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CSS can go with cold items
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Bowls, clam shell on bottom
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Heavier items on bottom followed by lighter items
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Place waffle fries last to ensure they stay hot
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Make sure team member knows of any delays
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Bagger Ratings
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Determines dine-in or carry out before assembling
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Assembles food order as listed on KPS
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Add required condiments to order
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Ensure items match order
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Print service receipt
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Deliver meal to guest or server using name and confirming order
Kitchen
Breading
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Opening Shift
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Setting Up Breading Table
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Turn on breading table as soon as you come in
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Show where coater and Milkwash are located.
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Stress the importance of leaving the strainer in the Milkwash
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Add coater and chicken and prepare to bread
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Filters
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Set up - Get fry box and place bag inside of it, get 5 filters out of the filters box
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Pull out drip pan and dump into the bag
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Untwist wing-nut and pull out the filter bottom
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Stand up lid against trash can and place pieces inside drip pan.<br>This helps keep oil off of the floor.
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Replace all filters and drip pans
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Milkwash
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Making Milkwash
https://www.cfahome.com/cs/groups/etmdp-login/documents/document/etmdp_100358.pdf -
Always use filtered water
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8 Quarts of water in a 12 Quart Container
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Pour in 2 bags into water and whisk, then pour the remaining and stir
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Lids and sticker with day sticker. Place underneath the lowboys
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Salad Meat
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Explain what we use salad meat for and to ask the Lean person on how much meat they need.
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Cook Grilled and Diet meat for the day
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Breading
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Filets/Spicy
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Nuggets
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Strips
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Grilled Nuggets
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Grills
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Explain Marinade and how we marinade 1-1. One bag of Grilled meat for one bag of marinade
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Importance of mixing up the marinade very well so that all filets are thoroughly covered
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Stress filleting the chicken from the top to the bottom to ensure large filets. (The grill does not press them down, it is our job to make them big!)
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Grab appropriate amount of Grills indicated on breading table iPad and carry over to the grill
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Place Grills on the grill shiny side down with tips pointing outward
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Layout
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Notice and show empty slots in the breading table
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Day stickers on full length pan
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Dump chicken using the Use Next clip. Explain the importance of always getting the same cases to ensure proper rotation.
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Place full length pans in the bottom of the breading table or thaw cabinets if preparing for lunch
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Grab yellow trays per the amount needed. Label trays with day stickers in ascending order from the number that is written on the thaw cabinet
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Rip off label of the chicken case and place 2 bags on 3 of the same numbered trays
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Ensure that the Use First Clip has been moved
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Closing Shift
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Setting Up For Closing
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Breading Table Ratings
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