Skill Set: Headset/Face to Face & Outside Cash/Payment Station

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

Minimum of 50% of shift with designated TRAINER, then alone for the rest of the shift, if perceived to be ready for observation

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

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

_____ Pathway: Drive Thru

_____ Pathway: Face to Face Ordering

_____ Difference between lane 1 and lane 2

_____ Lane 1 and lane 2 responsibilities without a drink maker

_____ Using the headset

_____ Charging the headset

_____ The storing and recalling system

_____ Greeting the guest

_____ Describing the guests vehicle

_____ Getting the guests name

_____ Repeating a guests order

_____ Marking down sauces or no sauce for guests

_____ Marking down dressings or no dressing for guests

_____ Storing a guests order

_____ Recalling a guests mobile order

_____ Connecting to ISPOTA network

_____ Launching IPOS Application

_____ How to log in to the IPOS app

_____ Checking to see if a card swipe is connected

_____ How to turn off and reboot a card swipe

_____ How to check which card swipe should pair with

which ipad

_____ How to close out and reboot the IPOS app

_____ Closing gaps between cars

_____ Communicating personal needs when outside

Outside Cash/Payment Station

_____Setting up Outside Cash

_____ Using the fanny pack and coin dispenser

_____ How to check if the receipt printer is connected

_____ How to turn on/off the receipt printer

_____ How to ask for help when on Outside Cash

_____ Bluetooth settings

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?”)
Close gaps to keep the line moving. You will ask the guest if they could pull their car up prior to the beginning of the order-taking process and before payment is taken.
Repeat order and relay total
Give final directions for where guests will go to pay and give a fond farewell.

Upstream Role:

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")
Keeps line moving by closing gaps.
Enters order accurately using iPOS and clarifies order details if needed.
Confirms order to ensure accuracy.
Stores order and then relays order total *(if total is relayed before order is stored, the total will not yet have tax included and thus be inaccurate).
Provides clear direction about where Guest should go to pay for meal.
Exhibits the Core 4 and seeks opportunities to deliver 2nd Mile service throughout the interaction.

Trainer Focus

30 minutes Pathway
How to get ready to go outside (Vest, iPads, printers, card readers,
receipt paper)
Core 4/2nd Mile Service
Pole Sidekick
Enter information before even walking up to car
Greeting guest (First interaction)
Pulling cars forward (feel free to interrupt trainee)
Straws/utensils
Reading back orders in detail
Zig-zagging lanes
Cash payments
Special Situations
○ Recalling and processing mobile orders
○ Storing/Recalling order for cash
○ Confirming special orders (chicken type on salads)
○ Gallons/Bags of Ice (Pickup)
○ Local items screen
○ Gift cards & Payments
○ Open comments, Red Flag & allergies
○ Communication to inside
○ Receipt surveys

Things to Remember

Stand outside driver-side window, walking forward (not backwards) as you take their order
Be aware of any gaps to close them immediately
Create an iPOS experience for the Guest that is always first and foremost accurate and quick, but never rushed
Stand outside driver-side window, walking forward (not backwards) as you take their order
Be aware of any gaps to close them immediately
Create an iPOS experience for the Guest that is always first and foremost accurate and quick, but never rushed

Chick-fil-A Murphy & Wylie

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

Essential Skills & Knowledge

Trainer Focus

Things to Remember