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Front Counter and Dinning Room

Role Summary

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 Behaviours.

Essential Skills & Knowledge

  1. Exhibit Core 4 throughout the entire interaction, using elevated language

  2. 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?”)

  3. Use the guest's name when order taking and when fulfilling an order.

  4. Repeat order and relay total

  5. 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.

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Trainer

  • 30 minutes Pathway

  • Core 4/Second Mile Service

  • Stop, Drop, & Serve: Dine in, carry out, 3rd party

  • 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

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Things to Remember

  1. Upsell when possible

  2. Create a POS experience for the Guest that is always first and foremost accurate and quick, but never rushed

  3. Create a POS experience for the Guest that is always first and foremost accurate and quick, but never rushed