☐ TOP BEHAVIORS

• • 1. Accuracy - clarifies and repeats order back to guest for confirmation before tendering

    2. Speed - moves at a fast pace, stays focused on tasks, proactive to anticipate needs

☐ SAFETY

• • • REQUIRED ACCESSORIES - The TM is wearing a F2F uniform, if applicable, has drink & is wearing the OSHA-required safety harness; has a DT menu; has a charged iPad & charged CC reader; anticipates potential issues

    • TM displays good judgment as to where they will need to engage the next car; directs cars with a grasp of the concept of “no gaps”

☐ SERVICE

• • • TM greets guest with personal, warm welcome

    • TM’s voice is enthusiastic, up-beat, & loud enough to be heard over cars

    • TM uses a “menu-meter” to determine the guest’s familiarity with our menu; asks more thorough questions with obvious menu novices

    • When a guest orders a meal, the TM inquires if a guest would like to value size, using the phrase “You’ll get a large (whatever beverage they ordered) & a large Waffle Fry for _____ cents.”

    • TM suggests an add-on like a cookie or a featured product, using approved descriptor language like “hot chocolate-chunk cookie,” “fresh out of the oven,” or “hand-spun cookies-n-cream milkshake”

    • TM proactively inquires about sauces, asking “Would you like 1 or 2?”; TM enters the correct amount of condiments (NO GUESSING!); uses “No Sauce” button

    • TM responds to requests with CFA approved, elevated language such as “Absolutely” or “It will be my pleasure”

    • TM repeats the order to confirm with the guest using entrée & meal descriptors (“8-count meal) instead of numbers (“#2 meal”)

    • TM inquires about & processes method of payment appropriately; says “Please pull forward and we’ll have you on your way in no time”

    • TM demonstrates good judgment when working with others as to which car to take next and how to minimize gaps; TMs have menus 

    • TM has a walkie-talkie for communication

    • Crucial! Overall, TM displays confidence, urgency & energy in their posture & in everything they do

☐ TOP BEHAVIORS

• • 1. Accuracy - clarifies and repeats order back to guest for confirmation before tendering

    2. Speed - moves at a fast pace, stays focused on tasks, proactive to anticipate needs

☐ SAFETY

• • • REQUIRED ACCESSORIES - The TM is wearing a F2F uniform, if applicable; has menus; has a charged iPad & charged CC reader; anticipates potential issues

    • TM displays good judgment as to where and when they will need to engage next guest (acknowledges incoming guests within 3 seconds)

☐ SERVICE

• • • TM greets ALL guests with personal, warm welcome (Hi, welcome to Chick-fil-A)

    • TM provides clear direction to ALL guests entering the restaurant

    • TM’s voice is enthusiastic, up-beat, & loud enough to be heard over restaurant noise

    • TM has a walkie on them for communication purposes.

    • TM seats Dine-In guests and takes orders tableside

    • TM uses a “menu-meter” to determine the guest’s familiarity with our menu; asks more thorough questions with obvious menu novices

    • When a guest orders a meal, the TM inquires if a guest would like to value size, using the phrase “You’ll get a large (whatever beverage they ordered) & a large Waffle Fry for _____ cents.”

    • TM suggests an add-on like a cookie or a featured product, using approved descriptor language like “hot chocolate-chunk cookie,” “fresh out of the oven,” or “hand-spun cookies-n-cream milkshake”

    • TM proactively inquires about sauces, asking “Would you like 1 or 2?”; TM enters the correct amount of condiments (NO GUESSING!); uses “No Sauce” button

    • TM repeats the order to confirm with the guest using entrée & meal descriptors (“8-count meal) instead of numbers (“#2 meal”)

    • TM inquires about & processes method of payment appropriately; says “We will have your order out to you shortly”

    • TM takes carry out orders at the host stand and then sits guest at pick up benches

    • TM responds to requests with approved, elevated language such as “Absolutely” or “It will be my pleasure”

    • TM provides second mile touch-ins during the 3 stages of the guest experience (beginning- “How is everything?”, Mid- “May I refresh your beverage or get you anything?”, End- “May I clear your tray/table?” and “Thank you for joining/dining with us!”). Also use Elevated Hospitality Language.

    • TM stays present in the dining room to greet and directs ALL guests entering the restaurant (use your team if attention is needed outside of the dining room)

    • TM proactively checks restroom and dining room timers and completes them

    • TM keeps the dining room refreshingly clean and stocked (Tables, floors, trash, glass, condiments stand, etc.)

    • TM anticipates guest needs (holds door open for guests, table touch-ins, etc.)

    • Crucial! Overall, TM displays confidence, urgency & energy in their posture & in everything they do

☐ TOP BEHAVIORS

• • 1. Accuracy - briefly checks bag and service ticket for accuracy

    2. Speed - moves at a fast pace, stays focused on tasks, proactive to anticipate needs

☐ SAFETY

• • • REQUIRED ACCESSORIES - The TM is wearing a F2F uniform, if applicable, has drink & is wearing the OSHA-required safety harness

☐ SERVICE

• • • TM clearly understands & directs cars to maintain “no gaps”

    • TM looks ahead to determine the makes & colors of upcoming cars

    • TM never, EVER turns back to guest, even if waiting at window! Stay engaged!

    • TM displays Core Four at all times -

      • 1. TM shares a smile, from the heart, it’s all about that guest

        2. TM maintains eye contact & engages through their eyes

        3. TM speaks enthusiastically & sincerely

        4. TM stays connected & never leaves their back to the guest

    • TM hands straws to guest directly

    • TM verifies car make & color with guest name; repeats order summarily including condiments

    • TM parks cars when instructed (wait > 15 seconds)

    • TM thanks the guest and asks them to come back soon

    • Crucial! Overall, TM displays confidence, urgency & energy in their body language & in everything they do

** Same job, different destination **

☐ TOP BEHAVIORS

• • 1. Accuracy - briefly checks service ticket and bag for accuracy

    2. Speed - moves at a fast pace, stays focused on tasks, proactive to anticipate needs

☐ SAFETY

• REQUIRED ACCESSORIES - The TM is wearing a F2F uniform, if applicable, has drink & is wearing the OSHA-required safety harness

☐ SERVICE

• TM maintains another task, if applicable (extra drink maker, register, DR, sauce person, bagger, tray runner, etc.), but makes themselves available for running at a moment’s notice

• TM checks ticket to ensure order is complete with food, napkins, straw, drink & sauces, if applicable

• TM uses car make & color, but also uses names when matching guests to orders

• TM proactively inquires about sauces or dressings every time, but particularly when none are listed on the order

• TM asks “Will there be anything else?” prior to leaving car and/or guest

• TM thanks the guest and invites them to use us again

• TM proactively notices & approaches cars parked in curbside for abnormal periods, or cars parked in curbside when there are no orders for those cars

• Crucial! Overall, TM displays confidence, urgency & energy in their body language & in everything they do

☐ TOP BEHAVIORS

• • 1. Accuracy - briefly checks service ticket and bag for accuracy

    2. Speed - moves at a fast pace, stays focused on tasks, proactive to anticipate needs

☐ SAFETY

• REQUIRED ACCESSORIES - The TM is wearing a F2F uniform, if applicable, has drink and a walkie, & is wearing the OSHA-required safety harness

☐ SERVICE

• TM consistently moves drinks down the line

• TM accurately pairs food & drinks based on service tickets

• TM keeps landing zone clear (only ready to run orders should be placed here)

• TM communicates holds to runners and instructs when to park cars

• TM runs orders when 3 or more or orders are stacked on counter

• TM gets car off lot utilizing the escape lane and calls for backup when backed up

• Crucial! Overall, TM displays confidence, urgency & energy in their body language & in everything they do

☐ TOP BEHAVIORS

• • 1. Accuracy -

    2. Speed - 

☐ SERVICE

** Same job, different destination **

☐ TOP BEHAVIORS

• • 1. Accuracy - puts exact items on KPS into bag, all condiments, turns bag/label

    2. Speed - moves at a fast pace, stays focused on tasks, proactive to anticipate needs

    3. Does NOT pre-bump orders! Bags in order of orders on screen, unless holding

☐ FOOD SAFETY

• • • REQUIRED HAND WASHING - The TM washes hands upon first a entering work zone, & then as necessary throughout.

☐ PROCESS

1. TM practices own the order bagging & ACCURATELY includes ALL items on ticket including sauces and utensils (TM bags from ticket placed on top left corner of bag)/ Las prácticas de TM son propietarias del embolsado de la orden e incluyen EXACTAMENTE TODOS los artículos en el boleto, incluidas las salsas y los utensilios (bolsas de TM del boleto colocadas en la esquina superior izquierda de la bolsa)

2. TM pulls specials from chutes and places on counter for easier identification/TM extrae los especiales de los conductos y los coloca en el mostrador para identificarlos más fácilmente

3. TM stays in constant motion bagging orders that can be completed (do not lock down and block bagging flow)/TM se mantiene en movimiento constante con pedidos de embolsado que se pueden completar (no bloquear ni bloquear el flujo de embolsado)

4. TM uses correct bags  (Single meal 8lb, 2 meals 25lb, 3 or more meals: 2 meals in 25lb 1 meal 8lb, & 3 or more bags in shopping bag, (2) 25 bags in shopping bag/TM usa las bolsas correctas (una sola comida de 8 lb, 2 comidas de 25 lb, 3 o más combos: 2 combos en una 25lb y un combo en una 8lb y 3 o más bolsas en una bolsa de compras, (2) 25 bolsas en una bolsa de compras

5. TM upholds presentation standards & correctly stacks items in bags (proteins on bottom) Nothing on side/TM mantiene los estándares de presentación y apila correctamente los artículos en bolsas (proteínas en la parte inferior) Nada en el lado

6. TM bags hot and cold items separately (Keep bags separate for food safety)/TM empaqueta los artículos fríos y calientes por separado (mantenga las bolsas separadas para la seguridad de los alimentos)

7. TM includes ALL needed sauces and condiments in bag (DO NOT place napkins/sauces on fries)/TM incluye TODAS las salsas y condimentos necesarios en la bolsa (NO coloque servilletas/salsas sobre las papas fritas)

8. TM communicates to OMD with any holds/out of order bags/TM se comunica con OMD con cualquier equipaje retenido/fuera de servicio

9. TM communicates to BOH large/special orders/TM comunica a BOH pedidos grandes/especiales

10. TM calls for delayed food after 60 seconds/TM pide comida retrasada después de 60 segundos

11. TM protects food quality and sends food back that has been in chutes over hold times/TM protege la calidad de los alimentos y devuelve los alimentos que han estado en los conductos durante los tiempos de espera

12. TM communicates to BOH on prep restock (TM removes prep label before sending back)/TM se comunica con BOH sobre el reabastecimiento de preparación (TM elimina la etiqueta de preparación antes de devolverla)

13. TM flexes between DT and FC bagging depending on demand/TM se adapta al embolsado DT y FC según la demanda

14. TM only accurately bumps completed orders once they are out the window (no pre-bump)/TM solo aumenta con precisión los pedidos completados una vez que están fuera de la ventana (sin aumento previo)

15. TM maintains SOS under 3:00 (calls for additional support when needed)/TM mantiene SOS por debajo de las 3:00 (llamadas para soporte adicional cuando sea necesario)

16. TM actively communicates big orders to kitchen (5 or more of items 1-3 on the menu, 5 or more fries and 3 or more of any special menu items)TM comunica activamente los pedidos grandes a la cocina (5 o más de los artículos 1-3 en el menú, 5 o más papas fritas y 3 o más de cualquier artículo especial del menú)

17. TM communicates with kitchen when dining room is especially full (bus/large group entering) or lines to the street

18. Does NOT pre-bump orders! Bags in order of orders on screen, unless holding

19. TM demonstrates respect for others when communicating, & displays an encouraging attitude when audibly requesting an off-screen item or inquiring about a wait

20. TM notifies the guest, FC Runner, or DT personnel (OMD, Stager, etc.) ASAP of any waits on food

☐ TOP BEHAVIORS

• • 1. Accuracy - labels drinks using lid buttons and service receipts, organizes and stages as necessary

    2. Speed - moves at a fast pace, stays focused on tasks, proactive to anticipate needs

☐ FOOD SAFETY

• • • REQUIRED HAND WASHING - The TM washes hands upon first entering a work zone, & then as necessary throughout

    • TM maintains a clean & organized drink area with a clean floor

☐ SERVICE

• • • TM uses ice scoop; fills drinks 3⁄4-full of ice, full ice on tea, unless otherwise requested by the guest

    • Using questioning/observation, the TM knows how to make & mark:

• • • TM delivers all drinks on time for Window and/or Front Counter

    • TM produces all drinks that are clean - no drips down sides, no wet bottoms and no liquid on lid

    • TM prioritizes mobile drinks, setting them aside in the designated area

    • TM calls for tea/ice/lemonade refreshes in advance (before running out)

    • TM recognizes when they are behind & asks for help to catch up

    • TM demonstrates respect for others when communicating & displays an encouraging attitude when audibly requesting an off-screen item or inquiring about a wait

☐ TOP BEHAVIORS

• • 1. Accuracy - labels drinks using lid buttons and service receipts, organizes and stages as necessary

    2. Speed - moves at a fast pace, stays focused on tasks, proactive to anticipate needs

☐ FOOD SAFETY

• • • REQUIRED HAND WASHING - The TM washes hands upon first entering a work zone, & then as necessary throughout

    • TM maintains a clean & organized drink area with a clean floor

☐ SERVICE

• • • TM uses ice scoop; fills drinks 3⁄4-full of ice, full ice on tea, unless otherwise requested by the guest

    • Using questioning/observation, the TM knows how to make & mark:

• • • TM delivers all drinks on time for Window and/or Front Counter

    • TM produces all drinks that are clean - no drips down sides, no wet bottoms and no liquid on lid

    • TM keeps FC & DT completely stocked with cups of ice to the tape line (large to the left and medium to the right on FC side)

    • TM keeps FC & DT teas/lemonades full

    • TM keeps ALL ice bins fully stocked

    • TM ensures FC & DT drink makers always have enough cups, lids, carriers, straws

    • TM provides premade lemonades & waters to FC & DT (DT 6 of each)

    • TM keeps cockpit floors clean and dry

    • TM makes ALL FC & DT desserts

    • TM recognizes when they are behind & asks for help to catch up

    • TM demonstrates respect for others when communicating & displays an encouraging attitude when audibly requesting an off-screen item or inquiring about a wait

First walk-through (Speed)

• • • How long did the guest wait in the DT line before order was taken

    • How long did it take for the payment to be taken after placing the order?

    • How long did it take to arrive at the window?

    • How long did it take for the gust to get their food after arriving at the window?

    • Total time of experience?

Second Walk-through (ACE & Accuracy)

• • • Order was taken by (method):

      • • iPad

        • Headset

    • Conduct the appropriate Assessment (iPad or Headset) over 3 cars. List the TM’s score: _____ out of _____

    • Payment was taken by (method):

      • • at an outside payment station

        • at the window

    • If outside payment station is in use, conduct an Outside Payment Assessment over 3 cars. List the TM’s score: _____ out of _____ 

    • If Expo is in use, conduct the Expo Assessment over 3 cars: _____ out of _____

    • Conduct a Window Assessment over 3 cars: _____ out of _____

    • Conduct a Drinks Assessment over 3 cars:_____ out of _____

    • Conduct a DT Bagging Assessment over 3 cars: _____ out of _____

    • Completed 3-Biggest-Opportunites assessment

    • Discuss individual assessments with TMs

Guest Enters the Restaurant

• • • Guest was immediately acknowledged upon entering the restaurant

    • Eye contact was made with the guest as soon as appropriate (within 10 feet)

    • The guest was asked “How are you doing today?”

    • TM smiled upon guest engagement

    • TM spoke enthusiastically

    • TM directed guest to host stand, Pick Up area, or other, as necessary

    • TM stopped task to wait on guest if applicable

    • Door was opened for the guest

    • Elderly/special needs guests were assisted if applicable

    • Guests with small children were assisted if applicable; tableside pro-actively offered

Order-taking as Host

• • • TM seated guest at open table, if dining in, and addressed the guest personally, not using “next” but w/”sir,” ma’am” or “folks” 

    • The guest was asked how they were doing or how their day was going?

    • The guest’s attention was gained appropriately - not yelling (hand in air is fine)

    • TM asked if guest will be dining in or carrying out (NEVER say “for here or to go”)

    • TM smiled throughout the transaction

    • TM spoke enthusiastically

    • TM maintained eye contact throughout transaction

    • TM stayed connected, never disengaged from conversing

    • TM asked “Will there be anything else?” (NOT “is that all?”)

    • TM connected with the guest in line behind current guest, if applicable

    • TM anticipated guest’s needs, inquired about appropriate condiments; used script

    • TM communicated applicable waits on food, including WHAT & HOW LONG

    • TM carried tray to guest’s table, if appropriate

    • TM demonstrated a commitment to maintaining cleanliness over stocking

Guest Receives Food

• • • TM delivered meal to table

    • Meal was delivered to table for high needs guest

    • TM provided appropriate condiments & utensils for meal if carried

    • Tray was presented correctly to guest, presentation was neat w/logos facing guest

    • No “drop & run” after meal delivery - TM provided appropriate closure:

    • TM asked “May I get you anything else?”

    • TM said “Thank you for dining with us, my name is ______. Please let me know if there is anything else I can do for you.”

    • Carry-out guest orders were prioritized ahead of seated dine-in guests

    • Carry-out guests were thanked and handed a mobile-ordering card

At the Table

• • • Guest was checked on within 2 bites or 2 minutes after receiving food

    • Guest was not checked on too often during duration of experience

    • TM performed table touch-ins correctly using the mood meter (goal is 3 touch-ins -- beginning, middle, and end)

    • TM removed waste items from table if applicable using elevated language: “May I clear your tray?” or “May I clear your table?” and never using the word “trash.”

    • TM anticipated guests’ needs and responded appropriately

    • TM used elevated language (the language of hospitality) when serving guests

    • Guests did not clear their own trays during observation period

    • If compliment was received, TM thanked guest and passed it on to MOD

Guest is Leaving the Restaurant

• • • TM check in with departing guests, asked “How was your meal?”

    • TM thanked guest & invited guest to join us the next day for breakfast (or L or D)

    • TM held door for guests, offered to help carry bags or assist those w/young kids

• REQUIRED HAND WASHING - The TM washes hands upon first entering a work zone & then as necessary throughout

• Catering personnel have coordinated to ensure all deliveries have a delivery person coming in with plenty of time to prepare and execute all deliveries, and that the person isn’t borrowed from the current operational shift

• Catering personnel have ensured that all relevant tickets have been printed & posted to the main ticket holder, prep ticket holder if there are cold trays, & in raw.

• Catering personnel have called all orders that morning to confirm

• Catering personnel have prepared all condiment boxes ahead of time

• Enough thank you bags are available for all orders for the next 2 days

• When pick-up guests arrive, there is only minimal wait; all cold trays are ready; gallons are ready; setups are ready; hot trays are ready

• Deliveries

  • • Deliveries leave no later than 10 minutes prior to delivery time + drive time

    • We arrive early

    • We set up the order in a professional, attractive presentation

    • Presentation has a plush cow

    • Setups are present & have been arranged in a logical, attractive manner

    • Table cloths are set up if requested

    • If gallons were ordered, a gallon jug of filtered water is present

    • A catering folder is left with the presentation or left with the client

    • We stayed behind for a few minutes to ensure the client is 110% pleased

• Catering personnel have called large pick-up orders over $200 & all delivery orders within 24 hours to follow up

• Catering personnel have check the next day’s orders; made arrangements

• Catering TM demonstrate respect for others when communicating, & displays an encouraging attitude when audibly requesting any surprises; Catering personnel personally thank kitchen staff sincerely & regularly