Training Procedures

Information

Trainee Name
Clock in #
Start Date
Trained by

Intro & Tour Day 1

When Trainee Arrives

Cubbies - Personal Items in the Back
Cell phones are for Managers Only. No cell phones in pockets. This is a write up offense.
Does the Trainee know how to clock in?
Clock in before Training
Introduce trainee to as many people as possible.

Proper Uniform

Non Slip Shoes or Shoes for Crews
Black Socks Only (No Colors)
Guys
Only Black Undershirts or No Show V-Necks
Clean Shaven at all times
Appropriate Hair off collar and tasteful
Girls
Natural Color Hair
Jewelry: Earrings - Plain small earrings Necklaces - Tucked into shirt Rings - No gemstones Watches - Not allowed in food prep areas Bracelets/Wrist Bands - Not allowed
No false finger nails
Fingernail polish: Solid Color No Glitter or Metallic Colors

Washing Hands

When Do We Wash Hands?

Upon Arrival
After Handling Money
After Break
In Between Tasks
After going to restroom
After Touching Trash or Floors
Before & After Wearing Gloves
Touching Uniform, Face, Nose, Hair etc.

Practice Washing Hands

Washing Hands
https://www.cfahome.com/cs/groups/etmdp-login/documents/document/etmdp_101496.pdf

Grand Tour

Ice Machine
Ice Buckets
Dish Sink
Wash, Rinse Sanitize
Never place knives in the sink
Raw Chicken - Yellow
Always put raw chicken dishes under the sink.
Tea Brewers
Drying Racks
Mop Sink
Blue - Dining Room
Yellow - Kitchen
Trash Cart
Break down all boxes
Take trash out if needed
Parking Lot
Look for trash explain why it is important
Outside Storage
Dumpsters
Right side is for trash
Left side is for cardboard
Make sure there is no trash outside on the sidewalk or cement
Back Door & Buzzer
Explain security and looking out the window
Door Buzzer
Employees when coming to work must always come through the front doors
This is to keep calibrated on what the customer sees. We always want to focus on how they are perceiving us and the business.
Employee Parking
Freezer
Show Panic Alarms
Cooler
Show Panic Alarms
Coffee Rack
Hot and Iced Coffee
Regular Coffee - Silver Bags
Decaf Coffee - Gold Bags
Prep Area
Office
Request off book
Requests need to be in by Tuesday at 9am
Fires
Red Fire Extinguishers (Class A)
Silver Fire Extinguisher (Class K)
Oil/fat/grease Fires
Hand Wash Sinks
Only use for Hands (Nothing Else!)
Front Counter
Layout Sheet
Drive thru
Positions
Shake base
Ice Dream Machine
Security
Never open the doors before opening or after closing
Explain and show all panic buttons
In case of robbery
Do as you are told, observe discreetly, use silent alarms only if safe
DO NOT play the "hero"
Lock doors then call the police
Dining Room

Dining Room Day 1

Dining Room

Has the team member been shown refill process?
Ask How There day is
Ask to remove lid and straw
Ice - half cup for everything but tea (full cup for tea)
How to dispense water
Explain why Lemonade is behind counter
How to take trash away from guest
Don't say "Trash"
How to clean table
Put excess sauces in basket behind tea urns
Table turner
Cleaning Trays
Use Blue Rags and stack appropriately for drying

Serving Day 2

Serving

Guest Information concept and how to find guests
Table Marker Colors and Pictures for Dine In
Guest Descriptor for Carry Out orders
If you can't find the guest, ask cashier responsible for order where to find them
Things to say and do when serving dine in guests
Address guest by name, if no name use "sir" or "ma'am"
Ask if guest would like anything else with the order (sauces, ketchup, extra napkins etc.)
Take table marker away in hospitable fashion according to eTrain
Thank them for dining with Chick-Fil-A
Process for serving a carry out guest
Address guest by name, if no name then "sir" or "ma'am"
Repeat order to guest
Ask if they need anything else
Thank them for eating with us
Location of everything in food chutes, dressings, cold items, and salad condiments
Market Salad gets granola and roasted nuts
Cobb salad gets bell peppers
Asian salad gets wontons and almonds
Explain bagging screen functions and buttons
Time slots and colors
"Option" and "bump" buttons
Arrows keys and recall buttons
Order description and tile contents
Communication tools
If there is a significant wait on an order, let the guest know ahead of time so that they have an understanding of why their order isn't out yet.
Treat your bagger, other servers, cashiers, backboard, and directors with honor, dignity, and respect

Front Counter Day 3

Register

Register
Does a leader know you will be in the office training?
Communication is key. Go make sure leadership knows where you are.
Sign into register in training mode
Only sign into your register when told to do so
Only use your register

Entrees/Meals

Meals in Yellow
Entrees in Blue
Kids Meals in Red
Salads in Green
Fries
Beverages

Sides

Filets
Side Salads
Soups (Tortilla Seasonal)
Apple Sauce
Parfaits
Fries
Coleslaw/Chicken Salad
Don't use the "small" button for slaw or chicken salad

Beverages

Water
Cup of ice
1/2 & 1/2 options (Tea/Lemonade) and frosted lemonade
Beverages Condiments

Condiments

Discuss all condiments
Open comment button
Make sure it is under the item being modified
Red flag button
Sauces/Salad Dressings
Soup/Salad Condiments

Desserts

Ice dream cups
Ice dream cones
Cookies
Milkshakes
Iced Coffee
Coffee

Premiums

Gift Cards
Show how to ring
Kids toys
Balance inquiry
Misc Sale

Catering Pick-up (brief)

Someone will help ring these up for now
Small/Medium Trays - 1 Sauce
Large Trays - 2 Sauces
Charge for 8+ sauces for 1 meal

Catering Delivery

Do not touch this tab

Breakfast (if breakfast shift is coming up)

Show each item on breakfast screen

Local Items

Jalapeno
Side of
Separate Bags
Chicken on the Side
Mini Bread

Dine In or Carry Out

Descriptors

Always ask for descriptors for carry out orders
Can always put clothing descriptors in first. Helps speed up the order.
Seated with kids teal shirt
Red pants black hat
Green t-shirt with glasses

Other Function

Manager Function

Quantity

Promo Free

Cancel Item

Tender

Register Functions
How to change meals to large
How to change a side
Price in different sides
Take off or add items to sandwich
How to ring up meal with water
Always ask "A bottle of water?"

Discounts

Police/EMS/Firemen
Coupons
Explain receipts
Kids ice dream instead of a toy

Order Flow

The guest should never wait on you
Order must be taken within 2 minutes
Will you be dining in with us?
Always find out first if it is dine in or carry out
Suggestive Selling
Suggestive selling needs to be done on every order
3 Exceptions to Suggestive Selling
If there is a really long line and we need to speed up the orders
The guest is a regular and knows what they want
The guest seems to be in a hurry
May I have a name with your order?
Always get a name from the guest
Only exception would be a single beverage or dessert
Always get clothing descriptors
Always. No matter if it is one person or a full dining room.
Always choose the most distinct characteristics
Always ask for sauces
Explain how it slows the bagger down when sauces aren't given
Confirm and repeat order
Tender order
Explain how to accept cash
Explain how to accept card
$50 or $100 checked by a leader
Make drinks immediately
Sweet Tea is a Full Cup of Ice
All other drinks are half ice
Try to learn how to make drinks with one hand while ringing up the order
Give clear direction to the guest
Have them seated if a high needs guest or if waiting on food
Present food to guest by name
During peak times this will be done by the Bagger or Runner
Practice Orders
Chick-fil-A Sandwich with Cheese Extra Pickles No Butter
CFA Deluxe Medium Diet Coke Small Ice Dream with Strawberries
Grilled Wrap with Spicy Dressing Large Fruit Medium Lemonade
#2 with American Cheese and Diet Coke Value Sized With an 8 count nugget Honey Mustard and Ranch
#4 with Medium DR. Pepper Large Fry Polynesian sauce
#7 Large Size Fruit instead of Fry Sweet Tea
CFA Filet Side of Pickles Sprite
Cobb Salad with Ranch 2 Large Sweet Teas light ice 2 4 piece kids meals with sprite and tea
Market Salad with Niggets Ranch and Berry Balsamic Dressing Large Bowl of Soup
#2 with Colby Jack with Coke Zero Coleslaw instead of fries
#1 with Vanilla Shake
#7 Large Fruit instead of Fry Request cup of water
CFA Filet, well done Large lemonade with no ice
#5 12 count Soup instead of Fry With Coke
6 piece kids meal with Orange Juice, under 3 toy Sm ice dream cup 2 piece kids meal with coke Extra kids toy
Kids sandwich meal without pickles With Milk Trade out toy for kids cone
CFA Sandwich meal Large Half and Half (Make sure they verify half sweet and half unsweet
#1 with Pepper jack Cheese No Salt Fries Diet DR Pepper
Market Salad What all comes on the salad? Gallon of Lemonade
4 #1s all on multigrain buns 1 with extra pickles 1 with cheese All with side salads with ranch instead of fries Another side salad with ranch 3 bottles of water 1 with Cherry Coke
Small fruit cup Large Coleslaw Large chicken salad
Cobb salad with strips Large fruit cup Bottled water
4 piece kids meal no drink #3 with no drink
#4 with chocolate milk Another spicy sandwich
2 Strip Kids Meal with Water
CFA Kids sandwich meal with water
Request 6 piece strips Change to 4 piece Cookie

Attentive and Courteous

Core 4
The Core Four
https://www.cfahome.com/cs/groups/etmdp-login/documents/document/etmdp_100991.pdf
Share a Smile
Create Eye Contact
Speak Enthusiastically
Stay Connected
2nd Mile Service
Deliver Trays To Tables
Guests with children
Elderly
Disabled
Table touch-ins
Clearing Trays not Trash
Refreshing Beverages
Checking on guest experience (15 minutes)
Only 3 table touch-ins per visit
Let those sitting for a length of time to let you know if they need anything
Carry Large Orders to Car
"I'll bring these out for you. Where are you parked?"
Don't ask but tell them
Going Above and Beyond
https://www.cfahome.com/cs/groups/etmdp-login/documents/document/cfaprod_125601.pdf
Language of Hospitality
Language of Hospitality
https://www.cfahome.com/cs/groups/etmdp-login/documents/document/etmdp_100941.pdf
My pleasure if only 1 example
"Certainly" or "sure" instead of "ok" or "no problem"
Words to avoid: Ok, Sure, Alright
May I refresh your beverage?
I can serve the next guest here!
Will you be dining in with us? NOT here or to go!
May I have a name with your order?
How may I serve you?
What else may I get for you?
Do not say "What else?" Or "Is that all?"
Will that complete your order?

Observe and Rate

Order Taking

Immediately acknowledged guest
Took order in timely manner
Respond appropriately with upgraded language
Verified order before tender
Gave appropriate change & receipt
Uses Core 4
Creates Eye Contact
Share a Smile
Speak Enthusiastically
Stays Connected

Beverages

Make drink as they take the order
Proper amount of ice
Uses ice scoop
No spills on the outside of cup
Not over filled or under filled
Pushes appropriate dimple
Seated high needs guests

Desserts

Properly Proportioned Ice Dream Cups
Properly Proportioned Ice Dream Cones
Properly Portioned Milkshakes
Properly Proportioned Sundaes

Tasks

Stays productive
Restocks
Clean Area
Completes Jobs
Moves Quickly and Efficiently
Washing Hands Correctly
Getting Ice
Changing Trash
Preparing Tea
Preparing Lemonade

Drive Thru

Window

Window
Using the Core 4 is a Must!
The Core Four
https://www.cfahome.com/cs/groups/etmdp-login/documents/document/etmdp_100991.pdf
Window Flow
Show Interest and Enthusiastic Tone to the Guest.
Greet the Guest Immediately when they Approach the Window
NEVER Turn Your Back on the Window
Language of Hospitality - Make sure to use the correct language
Give out staws and at least one drink as you recieve payment
Accepting Payment
https://www.cfahome.com/cs/groups/etmdp-login/documents/document/etmdp_100998.pdf
Presenting and Closing
https://www.cfahome.com/cs/groups/etmdp-login/documents/document/etmdp_101007.pdf
Window Ratings
Enthusiastic Tone to the Guest
Show Sincerity and Interest in the Guest
Initial Conversation with the Guest Immediately
Proper Chick-fil-A Language
Repeat and Confirm the Order
Transaction needs to be completed within 30 seconds
Double Check the Bags
Handout Drinks and Repeat Orders Simultaneously
Never Turns Back to the Guest
Create Eye Contact
Stay Connected to Make it Personal
Share a Smile
Speak Enthusiasticly

Headset

Headset
Taking a Speaker Order
https://www.cfahome.com/cs/groups/etmdp-login/documents/document/etmdp_101009.pdf
Great Guest Immediately when they Approach the Speaker box
Respond with Appropriate Chick-fil-A Language
Good Morning/Good Evening, Welcome to Chick-fil-A! My name is Ben. How may I serve you?
Suggestively Sell to the Customer
Ask for Ketchup, Mayonnaise, and Sauces
Multiple Car Orders - Maximum of 3 Same Car Orders - If the Guest would like more invite them to dine in with us.
Multiple Car Orders - Same Car Button/Seat Total
Press Store as soon as order is completed
Make Drinks/Desserts while taking the order and Press the Correct Dimples
Ask to have method of payment ready at the window
Headset Ratings
Greet Guest Immediately at the Speaker Box
Appropriate Chick-fil-A Language
Speak Enthusiastically to the Guests
Suggested a meal if the guest doesn't order within 15 seconds
Suggestively Sell
Listen Carefully to the Guest
Press the Appropriate Dimples on Drinks

Pusher

Pusher Ratings

Bagger

Bagger Ratings

Training Procedures

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When Trainee Arrives

Proper Uniform

Washing Hands

When Do We Wash Hands?

Practice Washing Hands

Grand Tour

Dining Room

Serving

Register

Entrees/Meals

Sides

Beverages

Condiments

Desserts

Premiums

Catering Pick-up (brief)

Catering Delivery

Breakfast (if breakfast shift is coming up)

Local Items

Dine In or Carry Out

Descriptors

Other Function

Manager Function

Quantity

Promo Free

Cancel Item

Tender

Discounts

Order Flow

Attentive and Courteous

Observe and Rate

Order Taking

Beverages

Desserts

Tasks

Window

Headset

Pusher

Bagger

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