The team member on Front Counter is responsible for greeting the guest while in line and as they enter the restaurant, entering their order accurately while keeping the line moving, all throughout displaying Core 4 and exhibiting 2nd Mile Service Behaviors.

Minimum 2 Shifts before testing out

First Shift

Paired entire shift with designated TRAINER, first 30 mins of shift are used to watch pathway, longer if needed.

Second Shift

45-60 minutes with designated TRAINER, then alone for the rest of the shift, if ready.

TRAINER is still to remain with Team Member for observation/Coaching.

_____ Pathway: Handling Transactions

_____ Pathway: Chick-fil-A ONE

_____ Greeting Guests

_____ Dine-in or Carryout

_____ Getting the guests name

_____ Applying a table marker to orders for Dine-in guests

_____ Repeating the order

_____ Getting sauces for guests

_____ Handling cash payments

_____ Handling credit card payments

_____ Handling gift card payments

_____ Overview of Condiments menu

_____ Overview of the Tea/Lemonade blend menu

_____ Overview of the Beverage Condiments menu

_____ Overview of the Soup and Salad Extras menu

_____ Applying a DOC to an order

_____ Scanning a guests CFA ONE app

_____ Applying rewards to an order from a guests CFA ONE app

_____ Using OPEN COMMENT

_____ Handling a doordash order

_____ Preparing and testing sanitizer water

_____ Preparing KICS wipes

_____ Where to find towels

_____Changing out the trash

_____ Restocking toilet paper/paper towels

_____ Cleaning trays

_____ Where to find a wet floor sign

_____ Preparing mop water/mopping floors

_____ Cleaning up bodily fluids

MATTHEW 5:41

If anyone forces you to go one mile, go with them two miles.

Skill Set: Dining Room & Front Counter

Essential Skills & Knowledge

Exhibit Core 4 throughout the entire interaction, using elevated language
Ask clarifying questions as guest orders (for example: “would you like the 8 count or 12 count nugget meal today?” “Did you want the meal with waffle fries and a beverage or just the entree?”)
Use the guest's name when order taking and when fulfilling an order.
Repeat order and relay total
Maintain a clean and organized front counter and dining room.

Order Taking Tips:

Greets guest (i.e."Hi, welcome to Chick-fil-A!" "Good afternoon!") and records Guest's name using first name and first initial of last name (i.e. "Ben K")
Enter order accurately using POS and clarify order details as needed.
Confirms order to ensure accuracy.
Ask for desserts and any upselling as needed. ("Would you like to make that a large?"
Exhibits the Core 4 and seeks opportunities to deliver 2nd Mile service throughout the interaction.

Trainer Focus

30 minutes Pathway
Core 4/Second Mile Service
Stop, Drop, & Serve: Dine in, carry out, 3rd party (Guests come First)

Table Markers/Identifying factors
Straws/Utensils
Tables, booths & chairs every 30 minutes
Trash every hour
Stocking
Mobile station drinks (pay attention to time)
Help with desserts
Strawberry Lemonades made by FC/DR
Bathroom checks

Chick-fil-A Murphy & Wylie

Consistently offering a Clean & Safe Environment, Great Food, Fast & Accurate Service and Genuine Hospitality

Skill Set: Dining Room & Front Counter

Essential Skills & Knowledge

Trainer Focus