Chick-fil-A Rockford Training

Our Mission Statement

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

General Information

• Trainer:

• Trainee:

• Team Member clock in number:

• Team Member email address:

Policies

• Over 40 hours is considered "overtime". Unless scheduled or asked to do so by a manager, do not exceed 40 hours in a work week.

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• Do not clock in before your scheduled time, unless asked to do so by PIC.

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• 15 minutes before your shift ends, ask the PIC if there is anything else they would like you to do.

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• Pay checks will be available every other Friday after 2 pm. If you would like to set up direct deposit, fill out the direct deposit form. Anyone in leadership can print you a direct deposit form.

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• Team Members under the age of 15 receive a 30 minute unpaid, nonworking meal period before the 5th hour of their shift

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• Team Members 16 or over are allowed a 30 minute unpaid nonworking meal period no later than the 5th hour of shift.

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• "Break" meal options include:<br>One entrée and one side item OR one salad.

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• One medium beverage cup is allowed per shift and can be refilled throughout the shift.

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• No beverages are allowed to be kept anywhere other than the break table.

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• Switching shifts:<br>-You are responsible for any shift sent out through the email unless you asked the scheduler for a specific request and it was not granted.<br>-If you fail to find coverage for your shift, you will receive one verbal warning. After your verbal warning you will be written up for each shift that is not covered fully.<br>-If you find shift coverage, it is also your responsibility to notify each PIC for your shift.

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• If you would like to request off for specific times/dates, please email cfarockford.schedule@gmail.com. You must email your request 2 Tuesday's before the week of your requested day/time.<br><br>Though we will do whatever possible to honor your request, it is not a guarantee.

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• No cell phones are allowed to be used during your shift, unless previously discussed with the PIC.<br><br>Team leads/managers are requested to have their phone on them to ensure they can be contacted by others and to check sales/labor.

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• If you are sick, please call the store immediately.

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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.

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 for Training Coordinator: (Any grammar mistakes? What went well? What needs to be changed?)

3 Step Training Method

Before on-shift headset training (Demonstration)

• 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 (Demonstration)

• Log into POS using trainees clock in number

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• Explain right side bar functions

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• Explain left side bar functions

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Entrées/Meals (Demonstration)

• Give an overview of our Entrées/Meals tab

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• Color coded buttons

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• Meal options

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• 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

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

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

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Sides (Demonstration)

• Give an overview of our sides tab

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• Yes

  No

  N/A

• Never make coleslaw/chicken salad small

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• Tortilla soup is seasonal

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Beverages (Demonstration)

• Give an overview of our beverages tab

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• Click beverage first, then size

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• Explain beverage condiments button

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

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Condiments (Demonstration)

• Give an overview of our condiments tab

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Desserts (Demonstration)

• Give an overview of our desserts tab

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

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Premiums/Catering (Demonstration)

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

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

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Local Items (Demonstration)

• Give an overview of our local items tab

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Attentive and Courteous (Demonstration)

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

• Language of Hospitality

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• "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>

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• My pleasure!

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

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• "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"

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Taking a Speaker Order (Demonstration)

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

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• 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!

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

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

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Beverages (Demonstration)

• Explain the proper amount of ice for different beverages

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• How to mark dimples on all beverages

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• How to make medium and large iced coffee

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Desserts (Demonstration)

• 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.

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• 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.

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• How to make a frosted lemonade

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• Limited time flavors

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Taking a Speaker Order Feedback (Rate the Team Member) (Imitation)

• The "Imitation" Stage of training should last as long as it takes for the ratings to "Always be Always". For some Team Members with previous experience, this may only take an hour. For others we may need to schedule another one-on-one session with a trainer.
  Do not let the team member move into "Repetition" until the ratings are "Always always".

• Greets guest within 3 seconds of car arriving

  Always

  Consistent

  Is ok

  Sometimes

  Not at all

• Speaks enthusiastically

  Always

  Consistent

  Is ok

  Sometimes

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• 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

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

  Always

  Consistent

  Is ok

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• Seeks to make guest experience REMARKable

  Always

  Consistent

  Is ok

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• Asks for sauces, condiments and dressings when appropriate

  Always

  Consistent

  Is ok

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• Repeated order back to guest

  Always

  Consistent

  Is ok

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• Presses the appropriate dimples on drinks

  Always

  Consistent

  Is ok

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

  Always

  Consistent

  Is ok

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

  Always

  Consistent

  Is ok

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"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?)

• Action Items:

• Notes for Training Coordinator: (Any grammar mistakes? What went well? What needs to be changed?)

E-train (Demonstation)

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

Bagging Area (Demonstration)

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

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• Bag hot and cold items separately

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• Mention the importance of accuracy and double checking the orders

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

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• 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

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• Use the smallest bag possible

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• Waffle fries on top of entrées

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Drive Thru Bagging Feedback (Rate the Team Member) (Imitation)

• The "Imitation" Stage of training should last as long as it takes for the ratings to "Always be Always". For some Team Members with previous experience, this may only take an hour. For others we may need to schedule another one-on-one session with a trainer.
  Do not let the team member move into "Repetition" until the ratings are "Always always".

• Double checks the orders for accuracy

  Always

  Consistent

  Is ok

  Sometimes

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• Moves at a quick pace

  Always

  Consistent

  Is ok

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• Puts proper utensils, condiments and sauces in bags

  Always

  Consistent

  Is ok

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• Lines the bags up in proper order

  Always

  Consistent

  Is ok

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

  Always

  Consistent

  Is ok

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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 for Training Coordinator: (Any grammar mistakes? What went well? What needs to be changed?)

Before on-shift Register Training (Demonstration)

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

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Serving a Guest on Register (Demonstration)

• 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

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

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• Confirm the order with the guest

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

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• Relay total and hand guest table marker

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Language of Hospitality on Front Counter (Demonstration)

• 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.

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Register Feedback (Rate the Team Member) (Imitation)

• The "Imitation" Stage of training should last as long as it takes for the ratings to "Always be Always". For some Team Members with previous experience, this may only take an hour. For others we may need to schedule another one-on-one session with a trainer.
  Do not let the team member move into "Repetition" until the ratings are "Always always".

• Greets guests within 30 seconds

  Always

  Consistent

  Is ok

  Sometimes

  Not at all

• Creates eye contact

  Always

  Consistent

  Is ok

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• Shares a smile

  Always

  Consistent

  Is ok

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• Speaks enthusiastically

  Always

  Consistent

  Is ok

  Sometimes

  Not at all

• Took order in a timely manner

  Always

  Consistent

  Is ok

  Sometimes

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• Seeks to make the guests experience REMARKable

  Always

  Consistent

  Is ok

  Sometimes

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• Confirms order

  Always

  Consistent

  Is ok

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• Asks guest to wait for beverages

  Always

  Consistent

  Is ok

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• 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:

• Notes for Training Coordinator: (Any grammar mistakes? What went well? What needs to be changed?)

Before on-shift Training (Demonstration)

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

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POS Training (Demonstration)

• Explain recall button

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• Explain car descriptors

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Serving a Guest at the Drive Thru Register (Demonstration)

• Smile as the guest arrives at the window

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• Greet guest with an enthusiastic tone

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• Confirm order

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• Accept payment and hand out beverage

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• Hand out change or card with receipt

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• Hand out meal

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• Fond farewell

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Speed (Demonstration)

• When accepting payment, hand out their beverage as well

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

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• 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

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Second Mile Service (2MS) (Demonstration)

• 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

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• 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?"

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• Always use the CORE 4

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Window Feedback (Rate the Team Member) (Imitation)

• The "Imitation" Stage of training should last as long as it takes for the ratings to "Always be Always". For some Team Members with previous experience, this may only take an hour. For others we may need to schedule another one-on-one session with a trainer.
  Do not let the team member move into "Repetition" until the ratings are "Always always".

• 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

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• 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

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• Window transactions are under 30 seconds

  Always

  Consistent

  Is ok

  Sometimes

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

  Always

  Consistent

  Is ok

  Sometimes

  Not at all

Feedback Session

• What was the easiest part about window to learn?

• What was the hardest part about window to learn?

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

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

• Action Items:

• Notes for Training Coordinator: (Any grammar mistakes? What went well? What needs to be changed?)

Before on-shift dining room training (Demonstration)

• E-train (10, 11)

Second Mile Service (Demonstration)

• Table Touch-Ins

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• Table Touch-Ins Pamphlet
  https://www.cfahome.com/cs/groups/etmdp-login/documents/document/cfaprod_123879.pdf

• Our Dining Room Host always needs to be Genuine, Proactive and Personal with our guests.<br><br>Examples:<br>Making casual conversation about guests lives<br>Anticipating the needs of the guest and then meeting those needs

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• Clearing Trays

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• Refreshing Beverages

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• Getting and setting up highchairs

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• Getting child placemats

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• Handing out a "mini-plush cow" to children if the parents allow it

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Cleanliness (Demonstration)

• Show how to change trash<br><br>Always use gloves<br>Always change trash in the kitchen

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• Show how to wipe down windows

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• Show how to sweep the dining room

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• Show how to use table turners to wipe off tables

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• Wipe off the tops of the trash cans

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• When pre-closing, make sure to sweep and mop very well under the tables and chairs.

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Bathrooms (Demonstration)

• Wipe off water on the counters

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• If there are water spots on the mirror, use the multi-suface cleaner to wipe off with a paper towel

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• Sweep any trash on the floor

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• Ensure that toilet paper, paper towels, sanitizer and soap is not empty

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Dining Room Feedback (Rate the Team Member) (Imitation)

• The "Imitation" Stage of training should last as long as it takes for the ratings to "Always be Always". For some Team Members with previous experience, this may only take an hour. For others we may need to schedule another one-on-one session with a trainer.
  Do not let the team member move into "Repetition" until the ratings are "Always always".

• Seeks to restore our guests

  Always

  Consistent

  Is ok

  Sometimes

  Not at all

• Displays the CORE 4

  Always

  Consistent

  Is ok

  Sometimes

  Not at all

• Goes the second mile whenever possible

  Always

  Consistent

  Is ok

  Sometimes

  Not at all

• Engages in casual conversation with guests

  Always

  Consistent

  Is ok

  Sometimes

  Not at all

• Anticipates the needs of guests

  Always

  Consistent

  Is ok

  Sometimes

  Not at all

• Refreshes empty beverages

  Always

  Consistent

  Is ok

  Sometimes

  Not at all

• Clears trays when needed

  Always

  Consistent

  Is ok

  Sometimes

  Not at all

• Keeps windows clean

  Always

  Consistent

  Is ok

  Sometimes

  Not at all

• Keeps dining room floors clear of trash

  Always

  Consistent

  Is ok

  Sometimes

  Not at all

• Keeps tables clean

  Always

  Consistent

  Is ok

  Sometimes

  Not at all

Feedback Session

• What was the easiest part about dining room to learn?

• What was the hardest part about dining rom to learn?

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

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

• Action Items:

• Notes for Training Coordinator: (Any grammar mistakes? What went well? What needs to be changed?)

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