Chick-fil-A Mall Road Drive-Thru Cash with Outside Cash Training Guide

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

Standards Notes
1. If they still need to pay, recall the order and have the total ready for
them. If they have already paid, proceed to the next step.

2. Focus more on counts vs. correct beverages-4 beverages, 5

beverages, etc. And focus on the type of condiment vs. the count.

1. Determine if they have already paid or still need to pay.

3. Look inside the bag to ensure you see the at least one of each of the
2. 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.

3. Grab the bag and beverages (if possible) and have them hanging out
4. Use the name given on the order, preceded with either “Mr.” or “Miss”.
Greeting the window as the Guest pulls up.

If the Guest’s name does not match the name that you stated from the
4. Greet Guest with a Warm Welcome using their name as they come to
first order, scan the next order and ask the Guest by saying, “I
the window.

apologize. Would the order be for Ms. XXXX?” If they agree to what
5. Always use the Core 4 and read and respond appropriately to the
name you give, also read back the meal on the screen to ensure the
Guest’s mood.
Guest feels comfortable that we are competent and that they will
receive their correct order.

5. Our goal in Drive-Thru is that Guests feel that we are fast and accurate
but that they never feel rushed.
1. 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.”

2. Say, “Here are your meals!” Affirm to them the specific sauces/
condiments they requested are in the bag. Only affirm this if you saw
the sauces/condiments so that you do not lie.

1. Pass them their beverages.

3. If the meals and beverages are not ready right away, assure them we
2. Pass them their their meal.
are working on their order by saying, “Ms. XXXX it will be just a moment
3. If the meal is not ready yet, communicate appropriately.
while we prepare your meals and beverages.” Ensure you communicate
4. Review the upcoming order on the KPS screen and prepare for the next clearly and thoroughly with the person who will be putting it together. If
guest ahead.
needed, walk over and have a conversation with the bagger to ensure
Fulfilling Order 5. Hand guest beverages first and then the meal.
clarity. While waiting, ask the Guest if they need any additional sauces
6. Entire interaction should take no more than 20 seconds.
or condiments. If you are still waiting, look ahead to ensure the
7. If we need to pull them due to a hold on an item or a special request beverages for the following orders are present and in order.

order, direct the Guest to pickup/carryout parking space and 4. No notes.

communicate a time frame within which we will deliver their meal. 5. If both meal and beverage is ready at the same time, the beverage is
handed to Guest first following with their meal. Again, scan the bag and
see if the sauces that are in there match the sauces on the KPS screen
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
3. Bump the order and recall the next if needed. been a pleasure serving you” or “Have a great day!”

3. No Notes.
 Chick-fil-A Mall Road Drive-Thru Cash with Outside Cash 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.