Information
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Restaurant Number
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Restaurant Number
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Restaurant Manager
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Stine Ranking / Focus Areas
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Conducted on
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Prepared by
HOSPITALITY MODEL DRIVE-THRU INTERACTION
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Employee Name and date of the workstation certification
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Select date
1. Greet & Connect Drive-thru
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1. Team Member is READY to immediately take the Guest's order . Example: I'm waiting for you and you do not have to wait fir me.
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1. Team Member uses personalized greeting as soon guest pulls up at the speaker box. I connect when I welcome you with a smile in my voice. Examples: "welcome to jack in the box", "Good Morning , what fcan I get for you today?", "Hello I'd be happy to take your order today."
2. Complete & confirm Drive-thru
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2. Team Member confirms the order using the order confirmation screen. Must say : "Do I have your order correct on the screen?" (This is the first confirmation of guest order).<br>
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2. Team Member suggest something to enhance the meal and make it complete meal. I want to make sure you get a complete meal. Examples: (new products, fries, drink or a dessert)
3. Reconnect & Reconfirm Drive-thru
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3. Team Member is waiting for the guest to arrive with a smile and friendly greeting that lets their personality shire though. Example: I am ready and waiting at the window when you pull up, greet you with a smile in my face and my body language expression.
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3. Read the Guest back their order. (Second confirmation of guest order) I confirm your order again to make sure you get what you want.
4. Receive and payment Drive-thru
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4. Team Member communicates price, take money, makes change and thanks the guest. Examples: I politely take hard earned money and thank you.
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4. TeamMember asks the guest if they would like any additional condiments with their meal and ho many they would like. Example: I know condiments are important to the meal and make sure you get as many as you would like.
5. Inform/excuse, Bag & check. Drive-thru
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5.Team Member lets the guest know they will be right back and that they are attending to their order. Example : I want you to know that I am walking away only so, I can finish assembling your order. " I'm going to go get your order", "I ll be right back"
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5. Team Member bags the order and CHECK in to make sure you have everything including condiments.
6. Reconnect, Reconnect & deliver. Drive-thru
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6. Team Member returns and connects with a smile while handing the guest their order. Examples: I carefully bag the order check in to make sure you have everything.
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6. Team Member reads the order back to the guest one more time. (Third confirmation of guest order).
7. Show your Gratitude. Drive-thru
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7. The Team Member uses a personal closing that shows appreciation . I understand you are the reason, I have a job and I thank you for choosing jack. Examples: "thank you - Have a great day". " come see us again" "Thank you enjoy your meal"
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7. Team Member thanks the guest, example: Thank you enjoy your meal.
HOSPITALITY MODEL FRONT COUNTER
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Employee Name and date of the workstation certification
1. Greet & Connect Front counter
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1. Team Member is READY to immediately take the Guest's order at the front counter . Example: I'm waiting for you and you do not have to wait fir me.
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1. Team Member uses personalized greeting as soon as guest walk up . I connect when I welcome you with a smile in my face. Examples: "welcome to jack in the box", "Good Morning , what fcan I get for you today?", "Hello I'd be happy to take your order today."
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I let you know I want to serve you
2. Complete & confirm Front counter
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2. Team Member suggest something to enhance the meal and make it complete meal. I want to make sure you get a complete meal. Examples: (new products, fries, drink or a dessert)
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2. Team Member Repeat the order. Examples: I recognize when you are complete with your order.
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2. Team Member Repeat the order. I confirm your order to make sure you get what you order.
4. Receive and payment Front counter
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4. Team Member communicates price, take money, makes change and thanks the guest. Examples: I politely take hard earned money and thank you.
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4. TeamMember hands out drink cups, Milk, Shakes, iced coffee, cups, etc...... If appropriate
5. Inform/excuse, Bag & check. Front counter
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5. Team Member lets the guest know they will call them when the order is ready. I want you to know that I am walking away only so I can finish assembling your order.
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Team member assembles the order and checks it against the monitors screen. I carefully assemble the order and check it to make sure you have everything including condiments.
6. Reconnect, Reconnect & deliver. Front counter
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6. Team Member reads the order back to the guest one more time. (Second confirmation of guest order). I
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6. Team Member returns and connects with a smile while personally sliding the order to the guest Examples: I confirm once again to build trust with you that condiments are important to the meal and make sure you get as many as you like.
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6. Team Member asks the guest if they would like any additional condiments with their meal and how many they would like.
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Team Member point out where the napkins, ketchup and hot sauce, straws etc...
7. Show your Gratitude. Front counter
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7. The Team Member uses a personal closing that shows appreciation . I understand you are the reason, I have a job and I thank you for choosing jack. Examples: "thank you - Have a great day". " come see us again" "Thank you enjoy your meal"
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7. Team Member thanks the guest, example: Thank you enjoy your meal.
Signature
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Person in Charge:
