Chick-fil-A Rkfd Training

Our Mission Statement

• "Equipping team members to become knowledgeable, passionate and skilled by providing valuable resources to create an environment of restoration"

General Information

• Trainer:

• Trainee:

• Clock in #:

Grand Tour

• Meet people on shift

• Introduce trainee to our team members and try to ask a few questions so that the trainee can get to know our team member.

A successful tour looks like:

• Team member having a basic knowledge of where essential items are. How to perform basis tasks.

Show where ____ is/are

• Overview of Middle Aisle

• Give a brief overview of where catering is as well as our condiments.

• Sauces

• Have the trainer and trainee stock sauces together.

• Iced Tea

• Have the trainer and trainee make iced tea together.

• Ice

• Have the trainer and trainee stock ice together

• Middle Column

• Have the trainer and trainee stock the middle column together.

• Bag in Box sodas

• Walk in Cooler

• Trainer is to show trainee where lemonade, ice dream, shake base, cherries, whip cream, apple sauce, dressings, bottled beverages and strawberry topping is kept.
  
  Have trainer teach trainee how to make lemonade.

• Office and Break Area

• Briefly show trainee the office and let them know they are expected to keep their drinks in the break area.

• The Cage

• Have trainer and trainee take out trash together.

• Hot Coffee Cups and Lids

• Iced Coffee Cups and Lids

• 12 oz and 14 oz cups

• Overview of the kitchen

• Take about 5 minutes in each section to explain the roles and responsibilities. Start with breading and mention the lean system. Move towards primary and secondary. Mention what products come from each side. Show prep table area and explain our kanban system.

• Notes:

• Please sign your name

  Sign

Before on-shift headset training

• Complete e-train modules for Headset (3, 4, 5, 6, 15, 16, 17, 21, 29, 30, 31) Complete e-train modules for Desserts (33, 34, 35, 45)

POS Training

• Log into POS using trainees clock in number

  Completed

  In Progress

• Explain right side bar functions

  Completed

  In Progress

• Explain left side bar functions

  Completed

  In Progress

Entrées/Meals

• Give an overview of our Entrées/Meals tab

  Completed

  In Progress

• Color coded buttons

  Completed

  In Progress

• Meal options

  Completed

  In Progress

• Don't for get to mention our nugget and strips vary, our grilled wrap comes with a dressing, and our soup and salad meal comes with a dressing.

• How to change the side item within a meal

  Completed

  In Progress

• How to add or remove items from the entrée within the meal

  Completed

  In Progress

• How to ring up salads with different kinds of chicken on them

  Completed

  In Progress

Sides

• Give an overview of our sides tab

  Completed

  In Progress

• Never make coleslaw/chicken salad small

  Completed

  In Progress

• Tortilla soup is seasonal

  Completed

  In Progress

Beverages

• Give an overview of our beverages tab

  Completed

  In Progress

• Click beverage first, then size

  Completed

  In Progress

• Explain beverage condiments button

  Completed

  In Progress

• Frosted Lemonade is a beverage, not dessert. We have a diet and regular option.

  Completed

  In Progress

Condiments

• Give an overview of our condiments tab

  Completed

  In Progress

Desserts

• Give an overview of our desserts tab

  Completed

  In Progress

• We have no medium milkshake, but our large comes in a medium cup

  Completed

  In Progress

Premiums/Catering

• Give an overview of our premiums and briefly talk about our most popular trays (nuggets and strips)

  Completed

  In Progress

• Red flag-click on nuggets-then add sauce in order to charge for 8 oz container

  Completed

  In Progress

Local Items

• Give an overview of our local items tab

  Completed

  In Progress

Attentive and Courteous

• The Language of Hospitality Pamphlet
  https://www.cfahome.com/cs/groups/etmdp-login/documents/document/etmdp_100941.pdf

• Language of Hospitality

  Completed

  In Progress

• "It's a great day at Chick-fil-A my name is...how may I serve you!?"<br>"Good morning/afternoon/evening, welcome to Chick-fil-A my name is... how may I serve you!?"<br><br>

  Completed

  In Progress

• My pleasure!

  Completed

  In Progress

• "Certainly" or "Absolutely" instead of "Ok" or "Sure"

  Completed

  In Progress

• "How else can I serve you?"<br>"Will that complete your order?"<br>"What else may I get for you?"<br><br>Instead of "Is that all?" "Anything else"

  Completed

  In Progress

Taking a Speaker Order

• Greeting guest at the speaker box within 3 seconds of arrival

  Completed

  In Progress

• Asking for sauces, condiments and dressings when appropriate<br><br>8 ct nuggets and 3 ct strips get 1 sauce<br>12 ct nuggets and 4 ct strips get 2 sauces<br>But it would be our pleasure to give them more if they ask!

  Completed

  In Progress

• Repeat back the order in detail so that the window transaction can be shorter

  Completed

  In Progress

• Suggesting a meal if the guest hasn't ordered within 15 seconds

  Completed

  In Progress

Beverages

• Explain the proper amount of ice for different beverages

  Completed

  In Progress

• How to mark dimples on all beverages

  Completed

  In Progress

• How to make medium and large iced coffee

  Completed

  In Progress

Desserts

• How to make small and large milkshakes<br><br>Don't forget to mention that whipped cream is our most expensive item up front! We can be faithful stewards of our whipped cream by keeping it cold in the fridge and only using a small dab, about the size of a quarter.

  Completed

  In Progress

• How to make Ice Dream cups and cones.<br><br>Emphasize the importance of proper weight. Ice Dream waste can be controlled by weighing our cups and cones.

  Completed

  In Progress

• How to make a frosted lemonade

  Completed

  In Progress

• Limited time flavors

  Completed

  In Progress

Taking a Speaker Order Feedback (Rate the Team Member)

• Greets guest within 3 seconds of car arriving

  Always

  Consistent

  Is ok

  Sometimes

  Not at all

• Speaks enthusiastically

  Always

  Consistent

  Is ok

  Sometimes

  Not at all

• Suggests a meal if the guest doesn't order within 15 seconds

  Always

  Consistent

  Is ok

  Sometimes

  Not at all

• Stays connected throughout order

  Always

  Consistent

  Is ok

  Sometimes

  Not at all

• Avoids words like "ok, yup, what else, is that all?"

  Always

  Consistent

  Is ok

  Sometimes

  Not at all

• Seeks to make guest experience REMARKable

  Always

  Consistent

  Is ok

  Sometimes

  Not at all

• Asks for sauces, condiments and dressings when appropriate

  Always

  Consistent

  Is ok

  Sometimes

  Not at all

• Repeated order back to guest

  Always

  Consistent

  Is ok

  Sometimes

  Not at all

• Presses the appropriate dimples on drinks

  Always

  Consistent

  Is ok

  Sometimes

  Not at all

• Ensures that the guests beverage does not have spills on the side

  Always

  Consistent

  Is ok

  Sometimes

  Not at all

• Ensures that the guests beverage is not under or over portioned

  Always

  Consistent

  Is ok

  Sometimes

  Not at all

"Feedback Session" with new Team Member

• What was the easiest part about headset to learn?

• What was the hardest part about headset to learn?

• Positives: (What does the team member think they did well on?)

• Opportunities: (What would the team member like to improve on?)

• Notes: (How can training headset be better next time?)

E-train

• Complete e-train modules (18, 36, 37, 47)

Bagging Area

• Show Team Member the primary and secondary side. Explain what each side makes and where they put the food items.

  Completed

  In Progress

• Bag hot and cold items separately

  Completed

  In Progress

• Mention the importance of accuracy and double checking the orders

  Completed

  In Progress

• Go over the bagging matrix e-train pamphlet to review what items come with what meals

  Completed

  In Progress

• Drive-Thru Bagging Matrix
  https://www.cfahome.com/cs/groups/etmdp-login/documents/document/cfaprod_128768.pdf

• In Drive-Thru, we add our sauces to the bag instead of the window handing it out to the guest

  Completed

  In Progress

• Use the smallest bag possible

  Completed

  In Progress

• Waffle fries on top of entrées

  Completed

  In Progress

Drive Thru Bagging Feedback (Rate the Team Member)

• Double checks the orders for accuracy

  Always

  Consistent

  Is ok

  Sometimes

  Not at all

• Moves at a quick pace

  Always

  Consistent

  Is ok

  Sometimes

  Not at all

• Puts proper utensils, condiments and sauces in bags

  Always

  Consistent

  Is ok

  Sometimes

  Not at all

• Lines the bags up in proper order

  Always

  Consistent

  Is ok

  Sometimes

  Not at all

• Communicated with the kitchen and window cashier about holding on food

  Always

  Consistent

  Is ok

  Sometimes

  Not at all

Feedback Session

• What was the easiest part about bagging for you?

• What was the hardest part about bagging for you?

• Positives: (What does the team member think they did well on?)

• Opportunities: (What would the team member like to improve on?)

• Action Items:

• Notes: (How could training bagging be better next time?)

Before on-shift Register Training

• Complete e-train modules (3, 6, 8, 9, 11, 12, 13, 14, 31)

  Completed

  In Progress

Serving a Guest on Register

• Receiving Order at Front Counter Pamphlet
  https://www.cfahome.com/cs/groups/etmdp-login/documents/document/cfaprod_134366.pdf

• Create eye contact, share a smile, speak enthusiastically and stay connected with guest

  Completed

  In Progress

• "Dine in or carry out?" Should always be asked first

  Completed

  In Progress

• Confirm the order with the guest

  Completed

  In Progress

• Ask for a name and thank the guest for their name

  Completed

  In Progress

• Relay total and hand guest table marker

  Completed

  In Progress

Language of Hospitality on Front Counter

• The Language of Hospitality Pamphlet
  https://www.cfahome.com/cs/groups/etmdp-login/documents/document/etmdp_100941.pdf

• Explain how important it is to use upgraded language. Our guests are the most important and they deserve a REMARKable experience.

  Completed

  In Progress

Register Feedback (Rate the Team Member)

• Greets guests within 30 seconds

  Always

  Consistent

  Is ok

  Sometimes

  Not at all

• Creates eye contact

  Always

  Consistent

  Is ok

  Sometimes

  Not at all

• Shares a smile

  Always

  Consistent

  Is ok

  Sometimes

  Not at all

• Speaks enthusiastically

  Always

  Consistent

  Is ok

  Sometimes

  Not at all

• Took order in a timely manner

  Always

  Consistent

  Is ok

  Sometimes

  Not at all

• Seeks to make the guests experience REMARKable

  Always

  Consistent

  Is ok

  Sometimes

  Not at all

• Confirms order

  Always

  Consistent

  Is ok

  Sometimes

  Not at all

• Asks guest to wait for beverages

  Always

  Consistent

  Is ok

  Sometimes

  Not at all

• Stays connected with the guest

  Always

  Consistent

  Is ok

  Sometimes

  Not at all

Feedback Session

• What was the hardest part about register?

• What was the easiest part about register?

• Positives: (What does the team member think they did well on?)

• Opportunities: (What would the team member like to improve on?)

• Action Items:

Before on-shift Training

• Complete e-train modules (9, 19, 20, and 21)

  Completed

  In Progress

POS Training

• Explain recall button

  Completed

  In Progress

• Explain car descriptors

  Completed

  In Progress

Serving a Guest at the Drive Thru Register

• Smile as the guest arrives at the window

  Completed

  In Progress

• Greet guest with an enthusiastic tone

  Completed

  In Progress

• Confirm order

  Completed

  In Progress

• Accept payment and hand out beverage

  Completed

  In Progress

• Hand out change or card with receipt

  Completed

  In Progress

• Hand out meal

  Completed

  In Progress

• Fond farewell

  Completed

  In Progress

Speed

• When accepting payment, hand out their beverage as well

  Completed

  In Progress

• When handing back change/payment, hand out the rest of their beverages

  Completed

  In Progress

• If you are unable to serve the guest within 30 seconds at the window, apologize and ask to park in the front of the restaurant

  Completed

  In Progress

Second Mile Service (2MS)

• At the window, we only have 30 seconds to restore our guests. Here are some things we can do to restore our guests quickly at the window

  Completed

  In Progress

• Talk about their day with engaging questions. For example:<br>"What are your plans for the day?"<br>"Are you on your way to work?" (If it looks like they might be in uniform)<br>"Are you having a good day today?"

  Completed

  In Progress

• Always use the CORE 4

  Completed

  In Progress

Window Feedback (Rate the Team Member)

• Greets guest with a warm welcome

  Always

  Consistent

  Is ok

  Sometimes

  Not at all

• Displays CORE 4

  Always

  Consistent

  Is ok

  Sometimes

  Not at all

• Confirmed order with guest

  Always

  Consistent

  Is ok

  Sometimes

  Not at all

• Relays total and takes money/card

  Always

  Consistent

  Is ok

  Sometimes

  Not at all

• Gives the right amount of change back

  Always

  Consistent

  Is ok

  Sometimes

  Not at all

• Hands out correct beverages

  Always

  Consistent

  Is ok

  Sometimes

  Not at all

• Asks for condiments and sauces

  Always

  Consistent

  Is ok

  Sometimes

  Not at all

• Double checks bags

  Always

  Consistent

  Is ok

  Sometimes

  Not at all

• Hands out correct meals

  Always

  Consistent

  Is ok

  Sometimes

  Not at all

• Sends them away with a fond farewell

  Always

  Consistent

  Is ok

  Sometimes

  Not at all

• Window transactions are under 30 seconds

  Always

  Consistent

  Is ok

  Sometimes

  Not at all

• Parks car if we cannot serve the guest within 30 seconds

  Always

  Consistent

  Is ok

  Sometimes

  Not at all

Round Badge List (RBL)

• Scale:
  1-Never learned
  2- Was demonstrated "how to"
  3- Has only done once briefly
  4- Knows how to do
  5- Knows how to do quickly and with excellence

• Make lemonade

• Make tea

• Make kids bags

• Clean trays

• Make salad bags

• Make iced coffee

• Ensure dressings, sauces, dessert station and bags are stocked

• Squeeze lemons

• Stock middle column

• Take a catering order over the phone and in person

• Create a Customer Cares card

Specific to Opening

• Put together teas and lemonade

• Set up drink towers

• Put together iced coffee

• Put together Ice Dream machine

Specific to Closing

• Complete closing list

• Break apart Ice Dream, lemonade, teas