Title Page
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Audit Conductor Name
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Employee Name
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Employee Clock-in number
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Conducted on
Headset Process and Equipment
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Understands the hardware and usage<br>- changing volume<br>- lane changes<br>- headset to headset<br>- change the battery<br>- store and recall orders
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Uses descriptors effectively including car descriptions AND names
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Knows how to make drinks, use the Icedream machine, get cones and other dessert items
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Understands how to use the scale and calibrates themselves frequently (especially on Icedream)
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Knows where to get additional items such as cups, lids, ice, etc. to stock their area<br>(During slow periods, team member should maintain their stock
Headset position competencies
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CORE 4<br>- Understands that a smile can be recognized through the tone of someone's voice
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Offers a warm greeting within 3 sec of guest pulling up<br>(As if we've been waiting just for them to come all week!)
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Makes beverages, premium beverages, and desserts according to standard <br>- wipes any liquid remnants left on side<br>- presses drink indicators on lid and puts them in the correct order
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Uses correct language such as "How may I serve you?" and "Will that complete your order?"<br>- They should not say, "Is that all/it" or anything like that
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Personalized orders in an appropriate manner, as to complete guests' order
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Adds sauces or indicates 'no sauce' with every order that requires it
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Repeats the order upon its completion and clarifies any potentially confusing orders
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Always says "My Pleasure" upon a guest saying "Thank You"<br>How many times did this not occur? :
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Always stores car with an appropriate description<br>(When applicable - in front of monitor)
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Serves guests in another capacity when an area is in need (i.e. Bagging, push, serve, taking orders)
Maintaining a healthy headset area
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Performs sanitize wipe downs at least once a shift
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Keeps area clean and free from clutter
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Keeps headset area stocked (cups, lids, Icedream, drinks, etc.)<br>- During a really busy period, this may not be accomplished, but TM should have general knowledge of their inventory needs
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Takes advantage of stagnant business and NEVER stands around doing nothing<br>* Their pace should be productive and full of energy (This is an eval standard all are graded on)
