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IPOS

Role Summary

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 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. 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.

  4. Repeat order and relay total

  5. 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.

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Trainee

Trainer

  • By end of iPOS Training Shift, team member should be able to:

  • Welcome and greet Guest using Core 4 and Elevated Language

  • Take Guests' orders on iPOS

  • Personalize the Order

  • Listen and Ask clarifying questions

  • Repeat order back to Guest to ensure order is correct

  • Relay total to Guest and give clear direction for where Guest will go to pay

  • Give a fond farewell to the Guest and reply, "My Pleasure!"

  • 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

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Things to Remember

  1. Stand outside driverside window, walking forward (not backwards) as you take their order

  2. Be aware of any gaps to close them immediately

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

  4. Stand outside driverside window, walking forward (not backwards) as you take their order

  5. Be aware of any gaps to close them immediately 

  6. Create an iPOS experience for the Guest that is always first and foremost accurate and quick, but never rushed

Pathway Links

to be used as Additional Resources
 

Face to Face Ordering: Order Taking Frenzy Game & SimulationOverview & Roles & ResponsibilitiesLink payment terminal to iPad