Information
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Trainee name
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Clock In Number
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What type of learning style are you?
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What day did you start? (Ex. 7/29/16)
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Last Trainer (Trainers please place your name to the right of previous name.) Example: David Allen, Mary Sue, Larry Davis. David trained first, then Mary Sue, then Larry Davis.
Store Tour
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Do they know where the lockers are to store all of their personal belongings? (including cell phones) *No Cell Phones allowed in Pockets*
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Do they know where the office is located?
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Do they know where the request off book is located? Do they understand when they have to have it completed. (Look at Calendar and give example).
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Do they know where our prep area is located?
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Explain to them the red food tray and the Kanban system (Lean Prep). Mention produce is delivered fresh daily.
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Show where the biscuit station is located.
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Walk in Cooler and Freezer. Tell manager if the freezer is 10 degrees or higher/ Walk in Cooler 50 degrees or higher.
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Explain catering room (i.e. where ice machine/drink dispensers/coffee is located and how much volume we do with catering (Alot).
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Show them how to brew tea.
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How to Brew Tea
https://www.cfahome.com/cs/groups/etmdp-login/documents/document/etmdp_100976.pdf -
Show them dish sink. Explain all 3 compartments. Explain where dirty dishes go. (On the green rack)
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Point to where thaw cabinets are located. (Behind tea station)
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Show where breading table is. Explain our chicken comes from: supplier,distribution center, truck,freezer, thaw cabinets, hand breaded fresh daily.
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Show where Nugget Station/Boards Area is located.
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Explain area up front: Order Taker/Cashier/Bagger/Walk Up. (It pops up on different KPS screens.)
Day 1: Headset/Window Training
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Did they put all their belongings away in the locker. (Including cell phones)
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Do they know how to clock In/Out and when to do each.
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Did they clock in?
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Remember Demonstrate, Imitate, and Repeat
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Headset
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Explain to them how to use the headset. (i.e on/off switch/volume/lock/unlock/green/red)
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Explain how much ice is needed for tea/lemonade.
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Explain how to handle coffee orders. "Would you care for cream and sugar with that today"?... Yes... "Absolutely, How many would you like"?. 2 creams one sugar. "Certainly, Would you mind if I went ahead and put that in your coffee today".
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Explain Same car orders/special requests/red flags.
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Remember you should only need to do about 15-20 cars yourself. Then allow the trainee to try. Steps are: You do it; then you talk they type in; then they talk and type in. Remember you fulfill all other responsibility needed.
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Explain proper language of hospitality. NO "will that be all", "anything else"
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"Language of Hospitality" Link/Script
https://www.cfahome.com/cs/groups/etmdp-login/documents/document/etmdp_101009.pdf -
Does the trainee know how to Greet the guest properly?
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Presenting Drive Thru Order
https://www.cfahome.com/cs/groups/etmdp-login/documents/document/cfaprod_134362.pdf -
Let them listen with a headset for a good 30 minutes. Remember to use correct language and to suggestively sell to every guest.
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After they have listened to you for 30 minutes let them type in the order while you continue to still make drinks.
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When you feel like they are comfortable to type in order. . . Try letting them talk to the guest. (Trainer is still making drinks).
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When trainee is proficient, let him speak, type, and make drinks. Trainer you listen. Coach when necessary.
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Check to see how they are doing.. Let them know we will give them more practice on it later.
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Remember to Demonstrate, Imitate, and Repeat
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Window
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Explain Same car orders/special requests/red flags.
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Explain what bags are for the window and how they will be able to know if they are together or not.
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Explain the system of the drinks being made in order on the ledge as well as the KPS screen and bump bar?
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Practice. Demonstrate first, then imitate it a couple cars, then let them try.
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Make sure trainee greets guests with warm welcome and uses the CORE 4 1. Create eye Contact 2. Share a smile 3. Speak enthusiastically 4. Stay Connected
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Does the trainee know how to Greet the guest?
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Presenting Drive Thru Order Pamphlet
https://www.cfahome.com/cs/groups/etmdp-login/documents/document/cfaprod_134362.pdf -
Does the trainee know how to repeat order and accept payment (while handing drink/straw out) correctly.
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Accepting Payment at the Drive Thru Window-pamphlet
https://www.cfahome.com/cs/groups/etmdp-login/documents/document/cfaprod_149432.pdf -
Make sure trainee gives a fond farewell.
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Closing Drive Thru Order-pamphlet
https://www.cfahome.com/cs/groups/etmdp-login/documents/document/cfaprod_134362.pdf
Day 2 Headset/Window Practice
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Are all of their belongings put away in the locker. (including Cell Phones)
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Ask them to Clock in. See if they remember. If not, coach them and explain how to again.
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Are they clocked in?
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Remember Demonstrate, Imitate, Repeat
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Headset Practice
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Review how to use a headset. (i.e on/off, volume, lock, unlock, green/red switch).
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Review how much ice is needed for tea and lemonade.
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Review coffee order procedures. "Would you care for cream and sugar with that today"?... Yes... "Absolutely, How many would you like"?. 2 creams one sugar. "Certainly, Would you mind if I went ahead and put that in your coffee today".
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Review same car/special requests/ red flags. Coach them on each one. Ex. Bob, when do you use Same car? open comment or a red flag?
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Explain proper language of hospitality. NO "will that be all", "anything else"
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"Language of Hospitality" Link/Script
https://www.cfahome.com/cs/groups/etmdp-login/documents/document/etmdp_101009.pdf -
Do they know the proper greeting of the guest?
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Trainee practice!!!! If they don't feel comfortable do a couple cars to refresh their memory from previous training day.
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Trainee at this point should be taking orders, typing them in and hopefully doing drinks.
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Check to see how they are doing. Let them know we will give them more practice.
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Remember Demonstrate, Imitate, and Repeat
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Window
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Review how to greet a guest at the window.
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Presenting Drive Thru Order Pamphlet
https://www.cfahome.com/cs/groups/etmdp-login/documents/document/cfaprod_134362.pdf -
Make sure trainee greets guests with warm welcome and uses the CORE 4 1. Create eye Contact 2. Share a smile 3. Speak enthusiastically 4. Stay Connected
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Does the trainee know how to repeat order and accept payment (while handing drink/straw out) correctly.
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Accepting Payment at the Drive-Thru Window
https://www.cfahome.com/cs/groups/etmdp-login/documents/document/cfaprod_149432.pdf -
Did you remind them to hand out drink and take money at the same time. *Efficiency*
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Did you remind them of the placement of the bags and if bags are facing side by side they are together. If they are facing in a single line they are separated by the next bag unless other wise noted by bagger specifically.
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Make sure trainee gives a fond farewell.
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Closing Drive Thru Order Pamphlet
https://www.cfahome.com/cs/groups/etmdp-login/documents/document/cfaprod_134362.pdf
Day 3 Bagging
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Bagging
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Did they clock in?
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Fulfilling and Bagging an order
https://www.cfahome.com/cs/groups/etmdp-login/documents/document/cfaprod_148920.pdf -
Teach them how to understand and follow the KPS monitor.
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Show them the layout of the Chutes. Explain where all the products are stored. (Don't Forget Fries... small/medium/large)
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Explain how to place bags in order and how they distinguish if they are separate or together.
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Explain the communication to the heart of the house if we are waiting on food. Remember to explain parking cars 31 seconds or more.
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Explain how many napkins go in each meal. (2 Napkins per meal or per entree)
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Explain condiment policy. Including asking the guest. ... "Absolutely sir, How many sauces would you like?
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Explain what goes with each item. Fork/Knives/Spoons as well as Dressings/ Salad condiments. Describe the pairs. Granola/Nut Blend.....Tortilla Strips/Chili Lime Pepitas....... Red Bell Peppers
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Explain the awareness factor of all 3 positions. Making sure window person has what they need. Ensuring the Headset person is doing well and keeping up with drinks or has 5 milkshakes to make. Explain when/how to job in making shakes and all.
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Be mindful of sauces/ketchup/mayo and salad condiments being low and stock when possible. *Of course this is down the road when they have been here awhile but explain to them when it is slow and so forth*
Day 4: Walk Up/ (Day 1 when Laurens Rd is a FSR)
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Walk Up
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Clocked in.
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Explain proper language of hospitality. NO "will that be all", "anything else"
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"Language of Hospitality" Link/script
https://www.cfahome.com/cs/groups/etmdp-login/documents/document/etmdp_101009.pdf -
Does the trainee know how to Greet the guest properly?
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Taking an Order and Presenting a Meal
https://www.cfahome.com/cs/groups/etmdp-login/documents/document/cfaprod_149438.pdf -
Helpful Job Aid- Steps in Serving Guests.
https://www.cfahome.com/cs/groups/etmdp-login/documents/document/cfaprod_134358.pdf
Progress Tracking
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Progress Tracking
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Tea Procedures
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Tea Procedure Link
https://www.cfahome.com/cs/groups/etmdp-login/documents/document/etmdp_100976.pdf -
Lemonade Procedures
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Lemonade Procedure Link
https://www.cfahome.com/cs/groups/etmdp-login/documents/document/etmdp_100149.pdf -
Iced Coffee Concentrate
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Coffee Concentrate Link
https://www.cfahome.com/cs/groups/etmdp-login/documents/document/cfaprod_143131.pdf -
Fill up Icedream
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Fill up lemonade and tea.
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Did you explain to them about taking off lids and putting back on. Did you tell them to brew more tea after they used the bucket. Did you ensure they turned off lemonade pump before pouring.
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Getting Ice for up front
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Stocking Sauces/ Dressings
