Tour

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

BOH storage

Show the Team member the Cleaning closet, BOH extra storage, and BOH storage

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

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 employee cup rack

The Cage

Have trainer and trainee take out trash together.

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

Register

POS Training

Log into POS using trainees clock in number

Explain right side bar functions

Explain left side bar functions

Entrées/Meals Tab

Give an overview of our Entrées/Meals tab

Color coded buttons

Meal options

12 count nugget and 4 count strip = 2 sauces
8 count nugget, 3 strip, and kids meals = 1 sauce
Salad = 1 dressing

How to change the side item within a meal

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

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

Sides Tab

Give an overview of our sides tab

Never make chicken salad small

Tortilla soup is seasonal

Beverages Tab

Give an overview of our beverages tab

Click beverage first, then size

Explain beverage condiments button

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

Condiments Tab

Give an overview of our condiments tab

Desserts Tab

Give an overview of our desserts tab

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

Premiums/Catering Tab

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

ONLY DIRECTORS AND MANAGERS CAN TAKE A CATERING ORDER

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

Local Items

Give an overview of our local items tab

Attentive and Courteous

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

Language of Hospitality

My pleasure!

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

"How else can I serve you?"
"Will that complete your order?"
"What else may I get for you?"

Instead of "Is that all?" "Anything else"

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

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

Confirm the order with the guest

Ask for a name and thank the guest for their name

Relay total and hand guest table marker

Making Beverages

Explain the proper amount of ice for different beverages

How to mark dimples on all beverages

How to make medium and large iced coffee

How to make hot coffee

Making Desserts

How to make small and large milkshakes

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 using the correct

How to make Ice Dream cups and cones.

Emphasize the importance of proper weight. Ice Dream waste can be controlled by weighing our cups and cones.

How to make a frosted lemonade

Limited time flavors

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.

Register Feedback (Rate the Team Member)

Greets guests within 30 seconds

Creates eye contact

Shares a smile

Speaks enthusiastically

Take order in a timely manner

Seeks to make the guests experience REMARKable

Confirms order

Asks guest to wait for beverages

Stays connected with the guest

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:

Headset

Taking a Speaker Order

"It's a great day at Chick-fil-A, my name is...... How may I serve you."

Greeting guest at the speaker box within 3 seconds of arrival

Asking for sauces, condiments and dressings when appropriate

8 ct nuggets and 3 ct strips get 1 sauce
12 ct nuggets and 4 ct strips get 2 sauces
But it would be our pleasure to give them more if they ask!

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

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

Taking a Speaker Order Feedback (Rate the Team Member)

Greets guest within 3 seconds of car arriving

Speaks enthusiastically

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

Stays connected throughout order

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

Seeks to make guest experience REMARKable

Asks for sauces, condiments and dressings when appropriate

Repeated order back to guest

Presses the appropriate dimples on drinks

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

Ensures that the guests beverage is not under or over portioned

"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?)

Window

Before on-shift Training

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

Window POS Training

Explain recall button

Explain car descriptors

Serving a Guest at the Drive Thru Register

Smile as the guest arrives at the window

Greet guest with an enthusiastic tone

Confirm order

Accept payment and hand out beverage

Hand out change or card with receipt

Hand out meal

Fond farewell

Speed

When accepting payment, hand out their beverage as well

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

If you are unable to serve the guest within 30 seconds at the window, apologize and ask to park at the cow sign

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

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

Always use the CORE 4

Window Feedback (Rate the Team Member)

Greets guest with a warm welcome

Displays CORE 4

Confirmed order with guest

Relays total and takes money/card

Gives the right amount of change back

Hands out correct beverages

Asks for condiments and sauces

Double checks bags

Hands out correct meals

Sends them away with a fond farewell

Window transactions are under 30 seconds

Parks car if we cannot serve the guest within 30 seconds

Drive Thru Bagging

Bagging Area

Show Team Member the chutes and the salad/ wrap fridge.

Bag hot and cold items separately

Mention the importance of accuracy and double checking the orders

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

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

Drive Thru Bagging Feedback (Rate the Team Member)

Double checks the orders for accuracy

Moves at a quick pace

Puts proper utensils, condiments and sauces in bags

Lines the bags up in proper order

Communicated with the kitchen and window cashier about holding on food

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?)

Dining Room

Dining Room

2nd Mile Service

Show team member how to perform table touch-ins.

Cleaning tables and chairs

Make sure you only use one table turner per table and chair

Sweeping and mopping

Make sure only blue cleaning equipment is used in the dinning room

Stocking

Stock the condiment stand together
Remember to FIFO

Dining Room (Rate the team member based on their performance)

Performs table touch-ins every 10- 15 minutes

Only uses one table turner per table and chair

Only uses blue cleaning equipment in the dining room

FIFO's when stalking the condiment stand

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:

Round Badge List (RBL)

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 iced coffee
Ensure dressings, sauces, dessert station and bags are stocked
Squeeze lemons
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
Please note that this checklist is a hypothetical example and provides basic information only. It is not intended to take the place of, among other things, workplace, health and safety advice; medical advice, diagnosis, or treatment; or other applicable laws. You should also seek your own professional advice to determine if the use of such checklist is permissible in your workplace or jurisdiction.