Chick-fil-A Mall Road Drive-Thru Window Training Guide

Create Eye Contact, Share a Smile, Speak Enthusiastically, Stay Connected to Make it Personal

Standards Notes
1. Focus more on counts vs. correct beverages-4 beverages, 5 beverages,
etc. And focus on the type of condiment vs. the count.

2. Look inside the bag to ensure you see the at least one of each of the
1. Review the beverages needed, a quick scan of the meal, and the condiments listed on the order and you see the dressing for the salad.
condiments requested for the order.
This is also to communicate speed.

2. Grab the bag and beverages (if possible) and have them sitting on the 3. Use the name given on the order, preceded with either “Mr.” or “Miss”. If
Greeting ledge as the Guest pulls up.
the Guest’s name does not match the name that you stated from the first
3. Greet Guest using the Core 4 with a Warm Welcome using their name as order, scan the next order and ask the Guest by saying, “I apologize.
they come to the window.
Would the order be for Ms. XXXX?” If they agree to what name you give,
4. Look at the Guest directly and give the correct order total. also read back the meal on the screen to ensure the Guest feels
comfortable that we are competent and that they will receive their correct
order.

4. “Your total is $X.XX today Ms. XXXX.”

1. Guest must present phone in their hand while you use the hand held
scanner to scan their QR code. Scan before accepting payment to
ensure they get their credit for that transaction.

2. Always exchange items-when they give you something, give them

something. This ensures an efficient interaction. If you are handing
beverages out individually, tell them what each beverage is. If it’s in a
carrier, tell them, “Here are your beverages.”

1. Scan App or digital offers if appropriate.

3. If cash, scan the coins. If it’s close enough, do not count individual coins.
2. Receive payment. As they hand you payment, hand them their
Assume it’s the correct amount and type it in appropriately. Do not take
beverages or meal, whichever is ready.

time to separate coins into their correct container. Drop all coins together
3. If credit, hand them the rest of their order while the credit is processing.
into the left container in the drawer so that we can maintain efficiency.

Payment and If cash, make change and hand them their cash, coins first then the bills.

4. Say, “Here are your meals!” Affirm to them the specific sauces/
4. Deliver the rest of the order to the Guest.

Fulfillment 5. If the meal is not ready yet, communicate appropriately.

condiments they requested are in the bag. Only affirm this if you saw the
sauces/condiments so that you do not lie.

6. Entire interaction should take no more than 20 seconds.

5. If the meals and beverages are not ready right away, assure them we are
7. If we need to pull them due to a hold on an item or a special request
working on their order by saying, “Ms. XXXX it will be just a moment while
order, direct the Guest to pickup/carryout parking space and
we prepare your meals and beverages.” Ensure you communicate clearly
communicate a time frame within which we will deliver their meal.
and thoroughly with the person who will be putting it together. If needed,
walk over and have a conversation with the bagger to ensure clarity.
While waiting, ask the Guest if they need any additional sauces or
condiments. If you are still waiting, look ahead to ensure the beverages
for the following orders are present and in order.

6. No Notes

7. No Notes
1. If the Guest has any last questions about their order, provide an answer
1. Give clear direction as to what to do next.
politely.

Fond Farewell 2. Thank them and deliver a Fond Farewell.

2. Say “Thank You” and something similar to “Enjoy your meal” or “It’s been
3. Bump the order and recall the next. a pleasure serving you” or “Have a great day!”

3. No Notes.
 Chick-fil-A Mall Road Drive-Thru Window Training Guide
Create Eye Contact, Share a Smile, Speak Enthusiastically, Stay Connected to Make it Personal

Standards Notes
1. Handwashing is the single most effective way to prevent the spread of
1. Wash your hands when you arrive, at least once per hour, when
illness. Make sure you use the proper procedure as outlined on the
changing tasks, after touching your phone, in the restroom after using
sidekick training aid near the handsink.

the restroom and again after returning from the restroom.

2. If you call off or need to leave, ensure it is because of one of these

2. Do not come to work or remain at work if you experience the following
reasons. You must inform a leader of the reason so that it can be
symptoms: fever/sore throat, vomiting, diarrhea, jaundice (yellowing of
appropriately documented.

the skin/eyes), or lesions with pus.

3. Ice is a food! Using a cup to dip ice is not food safe.

3. Always use the ice scoop when getting ice.

4. This reduces/eliminates cross-contamination of bacteria that may be

4. Store personal items or beverages in their appropriate, marked space.

Food Safety 5. We do not offer beverage refreshment in the Drive-Thru.

on personal items getting into food items.

5. No Notes.

6. When grabbing a cone or using a 2MS Straw, do not touch the

6. These are food contact surfaces.

exposed part of the straw or the cake part of the cone.

7. This is to prevent cross-contamination.

7. Do not touch your hair or face when working. If so, wash your hands
8. This is to prevent the spread of germs.

after.

9. This is unprofessional and could pose as a food safety risk in the event
8. If you cough or sneeze, do so into the crook of your elbow.

that spittles fly out of your mouth or your gum falls out.

9. Do not chew gum while working.

10. This is to reduce the risk of cross contamination by touching trash from
10. Do not accept trash from guests at the window.
outside our restaurant.

1. You must always be in full uniform at all times.

1. This includes belt, shirt (tucked in), Shoes for Crews, name tag, and
2. Only official Chick-fil-A outerwear is allowed.
pants.

3. All hair must be pulled back and out of the face.

2. This includes sweaters, jackets, cardigans, etc.

4. Only studded earrings are allowed.

3. This is so guests can see your lovely face!

Appearance 5. All headgear must be official Chick-fil-A gear, or it must be red, black, 4. No hoops or dangling earrings are allowed for food and Team Member
or white.
safety.

6. Nail work must be conservative, and nails must not extend beyond the 5. This includes hats and headbands/headwraps.

tips of fingers. 6. Underneath nails contains about 80% of the germs on your hands.

1. Use the Core 4 at all times.

1. Create eye contact, share a smile, speak enthusiastically, and stay

2. Always use the language of hospitality.

connected to make it personal.

3. Use the mood meter to read guests and respond with care towards
Hospitality them.

2. “Certainly!”, “My Pleasure!”, “meals”, “beverages”, “entrees”, etc.

3. People feel cared for when you meet them where they are emotionally.

4. Use the H.E.A.R.D. model to address any problems and recover the
4. Hear, Empathize, Apologize, Resolve, Delight
Guest appropriately.

Job Duties 1. Serve the Guests. 2. Clean your workstation. 3. Stock your workstation.