Service Cycle Front Counter Experience

Transcription

1 Service Cycle Front Counter Experience Pre-requisites To be trained on counter service, you first must be able to demonstrate knowledge & understanding of: H HAZARD Restaurant Basics Customer Delight Basics Potential Hazards Hot Surfaces Manual Handling Hot Fluids/Steam Electricity Slippery Floors Hot Oil Moving Parts Follow the OPS to control all identified hazards. Report problems/hazards Inform shift manager of any hazards, product or equipment problems. Enter all hazards in Hazard Log. Experience time How fast? Service Measurement (60"or less) order being totalled until presented Total Experience Time (210" or less) joining line until order is presented. First Impressions Last You don t get a second chance to make a positive first impression. You should also be able to demonstrate a basic level of competency on the pre-requisite tasks: FAREWELL Look for Magic s DELIVER Collect French Fries Customer Areas Important Note: To use HOT (Handheld Order Taker), you must be trained on Violent Incident Management and Store Code using the Restaurant Basics Checklist. If your restaurant has a McCafé, you should also have a basic knowledge of McCafé products. 3 4 Kids are the Star Goodbye Kids are the Star What our customer expects... TLC Fast Accurate (including condiments) Friendly and Attentive Service What McDonald s expects... People are our number one priority Walk, don t run Ask for help when you need it WELCOME Appearance Think Like a Customer Make Small Talk 2 1 Greeting Kids are the Star Note: MFY must ask in this moment Add value SERVICE CYCLE FRONT COUNTER EXPERIENCE Last Impressions Linger Longest The last thing you do for a customer tends to be the first thing they remember about us. The end result of a service experience is a feeling. People may not always remember exactly what you did or said, but they will always remember exactly how you made them feel. Make Small Talk Listen actively Note: MFY must take payment in this moment Customer Delight Service Cycle The Service Cycle is a sequence of moments a customer experiences when being served in our restaurant. The customer s perception of Quality, Service, Cleanliness and Value is ongoing - each moment in the Service Cycle adds or subtracts something depending on how well it is executed. How their actual experience compares with their expectations, determines how they feel as a result. It is a feeling about the McDonald s Brand - good or bad. For us, it is our moment of truth. No two moments of truth are exactly the same, because no two customers are the same. Our goal is to surprise and delight all of our customers through exceptional execution of the s in the Service Cycle. All rights reserved WRIN Before you Start Own appearance (as per Appearance Policy). Wash hands using AMH Handwash for 20 seconds, rinse and dry thoroughly with dry thoroughly paper towels/ hand dryer. Rewash as needed at least once per hour. Page 1 of 6 Service Cycle Front Counter Experience Tab Need to Knows POS Know how to complete POS transactions for all types of cards (debit, credit and charge cards). Know how to use the cash out facility. Call a Manager if there are any error codes on the POS terminal or problems with processing any transactions. Call a manager if unsure of any procedure. Restaurant Cash Control Policy When you start, make sure your cash register is unlocked, stocked with change and in good working condition. Ensure you count your drawer and verify the float amount before you start using it. Waste Know how to properly dispose of waste items according to your restaurant s procedures. Philippines revised: Decembe 2010 Australia version:november 2009

2 Service Cycle Front Counter Experience WELCOME Your appearance must be as per minimum standard found in your Employee Handbook Well groomed Neat uniform Good posture Good personal hygiene 1 Kids are the Star Greet kids separately from parent. 2 2 Deep is is Too Too Deep Demonstrate you understand each customer s individual needs. For example: I can see you are in a bit of a hurry. What can I get you? Positive Body Language Respect diversity Hands up I know you Hi Mahassen! How are you today? If possible, greet customer by name. Customize your greeting. Be yourself. Create your own friendly greeting and vary it. Don t Interrupt Don t speak while customers are placing their orders. Listen and wait until they are done. Clarify If necessary, repeat order back to customer and clarify any details not clear such as special orders, condiments, etc. Coupons If you see a customer holding coupons, politely ask if they wish to use them. Value Meal? Goodbye Add value 3. Fries First Last Smile Customers may not be aware of all of 4. Desserts options available to them Maintain eye contact For an extra when placing their orders. 5 pesos I can make If somebody else is at station you Thanks Friendly that a large Competitors coupons. We will honor a lot! If you feel it is appropriate, require, make call to collect value meal. competitors coupons for similar items. Sincere See you offer customer opportunity of Treat them just like a McDonald s another item if this will improve soon. adding value to their purchase coupon. (Ask the Shift Manager for speed of service to customer. Enthusiastic through, for example, taking advantage Make small How has assistance) your day Pleasant tone of voice of a promotional item or McValue meal. Meals talk been? When deciding on your action, keep in mind your objective of Customer Delight and Speed of Service. There might be an opportunity for you to chat with the customer while you collect their order. You make the call based on the needs of the customer and how busy it is. Remember Distribute PDP if a Happy Meal is not ordered. If possible, hand the Happy Meal or at least the toy, directly to the child. Involve the child if there is a choice of Happy Meal toys. Never reuse items Never reuse or resell items from returned orders, even if it looks like item hasn t been opened. Discard in appropriate waste bin. Look for Magic s Using a tray, carry out order to customer s table. Ask a customer with special needs how you can assist them. Open door for a customer. Customize your goodbye to your customer Respect diversity I Know You Use customer s name if you know it. Have a safe trip. Enjoy your evening. Always make a closing comment or pay customer a compliment. I hope you enjoy your meal Mr Cruz. Say goodbye to children separately from their parents. TLC Nice to see you again DELIVER 2 3 FAREWELL 4 FOOD SAFETY Listen Actively Happy Meals Value Meals Collect Bagging Follow correct bagging procedures. Check for quality Serve within holding time, properly wrapped, correct product portion. Respect holding times limits Never serve products that are beyond their holding time. When a product exceeds its holding time, be sure to waste the product in the waste bin and replace it with a fresh product. Be accurate Check grill slips carefully to ensure order accuracy. Double check the order against the register/receipt. Order Presentation Eat-in orders Present the order with a smile. Slide tray toward the customer, if the customer has not already taken the tray. Take away orders Tidy presentation. Present the bag with the arches facing the customer. 7 minutes Avoid partial orders. Never assemble take away orders unless they can be completely filled. For eat in orders, check with the customer. Condiments Policy Follow your restaurant s policy. Check with an experienced team member for the location of the policy about condiments. No loose nuts Peanut products such as granulated nuts and McFlurry mixins can cause life-threatening allergic reactions to some people. Keep the McFlurry and soft serve areas clean and free of nuts and mix-ins. If you spill nuts or mix-ins, immediately tell your manager. Are you planning anything interesting for the weekend? 2 2 Deep is is Too Too Deep Thanks Jason! See you soon. HOT OPERATOR PROCESS If Handheld Order Taker is in use, check equipment is powered on. Move to centre of two designated lines, Greet 2nd or 3rd customer in line one and take first order. After first order is taken, move to next customer in same line and take order. Then move to 2nd or 3rd customer in next designated line and repeat process. Continue to alternate between all designated lines using this process. HOT Operator to perform backup duties only, when not taking orders. Recommended Priority: 1. Backup Register 2 Backup Fries 3. Drink Draw 4. Backup Customer Areas (eg PDP), collect party orders or take dessert orders in dining areas Appearance Make Small Talk There will be times where restaurant is not busy or you have gotten to know customer because they visit regularly. It is OK to converse with customer during welcome - in fact, we encourage It's nice to you, whenever see you again, possible, to make Mrs Cruz.. customer s experience more enjoyable and add value. It might even be something simple like a compliment or a comment on weather, an event that is on that weekend or it could be more personal like asking them how their holiday was. Use your own judgement but keep in mind: Other customers do not like to be kept waiting. If HOT in use, go directly to Listen Actively (see Interact ). Think Like a Customer Greeting If HOT not in use, place a clean, lined tray on the counter before greeting the customer. Friendly Enthusiastic Sincere Smile Eye Contact Good morning Will that be a Medium Establish whether the order is to eat here or take away if you have not already done so. Your NEXT ACTION will depend on how busy it is, size of customer s order and Service Combination smile Restate amount of order and accept payment if you did not do this prior to collecting order. Kids are the Star Kids are the Star farewell Our customers are often in a hurry and do not like to be asked too many questions while we are serving them. So, try to make the question sound conversational rather than a direct request for information. Things to keep in mind: Use a closed question Eating here today? Will that be Take Away? If using HOT, store order. If customer has reached counter, hand receipt directly to the Register Operator and Goodbye (see (Farewell ) customer by telling them that (Register Operator) will complete their order. If not yet at counter, hand receipt to customer and ask them to present it when they reach counter. Direct customer to appropriate register as needed. welcome If HOT in use, determine if order will be to eat in or take away (Refer Welcome instructions for Eat In). State the amount State the amount of the order in a clear voice. If it is not obvious, you will need to ask That's 5.50 if payment will be by cash or card. If using HOT, Greet Customer (see Welcome ). If you don t already have it, ask for customer s receipt and enter number into register. Adjust order for coupons, additions etc. before you state the amount. from 10 Your If cash state the amount change is 4.50 of money you receive Place notes you receive from the customer face down across the register drawer until you have given the change. Then put the notes away. This helps you remember how much the customer gave you. State the amount of change you are returning to the customer. First place all of the coins in the customer s hand; then count the notes quickly in front of the customer and place them in the customer s hand. If card follow Card Register. Promotional coupons must be placed into the draw. Short change claims. If there is a discrepancy over the amount of change the customer received back, immediately call a manager for assistance. Beware of counterfeit notes. Check carefully. Ask the Shift Manager to check any large or suspect looking notes before accepting them. VIP Cards. If possible call the customer by name after they have presented the VIP card. The customer s name should be printed on the back of the card. If you are working by yourself, collect order and complete Service Cycle. Ask a team member or Manager for backup if unable to complete order in under 60 seconds. Add any condiments, utensils or Happy Meal toys required for customer s order. If the order is large (multiple drinks, desserts, etc.) you may need to assist person backing you up by collecting Fries/Burgers. If you then move on to Greet next customer, person backing up is responsible for completing order and farewelling customer. Always let customer know that person backing you up will complete their order. smile Think Like a Customer. You would like your hot products to be hot and your cold products, such as desserts, not to be melting before you have even left counter. The general rule for collecting product is 1. Drinks 2. Desserts 3. Burgers 4. Fries First Last MFY - general rule for collecting product is 1. Drinks 2. Burgers All rights reserved WRIN Page 2 of 6 Service Cycle Front Counter Experience Tab Philippines revised: December 2010 Australia version : November 2009

3 Service Cycle Front Counter Experience Handling Customer requests Substitutions A customer may want to substitute one food item for another in a meal, such as a shake instead of a Coke. Or the customer may want to add an item, such as lettuce on a cheeseburger or tomato on a Big Mac. If there is a price difference, you must clearly communicate what it is and how it affects the total cost of the meal. Condiments Ask For example, Would that be Sweet n Sour sauce today? or Jam with your muffin? The customer will normally volunteer their preference if this is incorrect and you will be able to serve the customer faster. Extra Condiments A customer may want extra condiments or condiments that aren t normally served with a food item or meal. In some cases, you can satisfy the request at no extra charge. In other cases, restaurant policy requires that you charge for extras. Give customers what they want, but also let them know that there may be an additional charge if applicable. Grill Requests Product Quality Grills provide an opportunity to satisfy a To maintain quality, McDonald s customer s specific taste and health standards demand product should requirements. only remain in transfer bin for a Notify the production caller immediately limited time. and issue a grill slip. Tell the customer how long their wait will be and be alert and sensitive to the time it takes to prepare the grill order and anticipate customer reactions. Assemble an order before a grill is Timers are used to mark expiration prepared ONLY at the customer s request. time for each run. Each timer Take the order/grill to the customer (or shows the same number in black have someone else take it) immediately on one side and red on the other. after the grill arrives in the transfer bin. When product is placed in transfer bin, production caller checks time and places appropriate time behind last item of each run. Food replacement Oops! A customer spilled a drink on their french fries! Act fast! Replace the drink and fries before being asked. That s great customer service. Don t forget to tell the Manager. IMPORTANT! Never reuse or resell any items from returned orders, even if it looks like the item hasn t been opened. The Holding Time Clock has two sets of numbers, one inside the other. Each number represents five minutes on the clock, divided in two equal time periods: black and red. Discard product from transfer bin when timer assigned to it matches number and color indicated by the minute hand in inner circle. Bagging Product The objective when bagging is to ensure quality product is delivered to the customer in the appropriate size bag. At the same time, make sure that: Bags are properly handled. All burgers are placed upright in bag. Burgers are never placed on their side. Hot and cold items are bagged separately. French Fries are placed upright in the bag. Multiple orders of fries are bagged together in a separate bag Bag A 1-3 items Bag B 4-6 items Once you know what type of bag you need, select the bag. Open the bag by placing your hand inside, then straightening out the bottom. Do not snap bags open. To make it easier to bag, hold the bag from the bottom and at a slight angle. The accompanying illustration gives examples for the bagging of typical orders. It does not cover every possible order combination. Common sense will dictate what is or isn't going to delight the customer. Bag C 7-8 items These products equal 1 item: Hamburger, Cheeseburger, Bacon & Egg McMuffin, Sausage McMuffin, Sausage McMuffin with Egg. These products equal 2 items: Big Mac, Quarter Pounder, Filet-O-Fish, McChicken Burger, Double Cheeseburger, McNugget, Spaghetti, Fried chicken and Chicken Fillet orders Hotcakes, Big Breakfast, Combo and Salad products must be placed flat in a "Breakfast" Bag. Large burgers (Item count 2) do NOT fit in a No 4 bag Large burgers should NOT be stacked more than two high. Fitting more in the bag is possible, but the crushing of the lower burgers is severe. Filet-o-Fish and McChicken burgers need special attention. With the high moisture content of the steamed bun, the burger will very easily flatten. These should be the last burgers placed in the bag and nothing (Fries, Pies, etc...) should be placed on top of them. Take Away Drink Orders For orders of 2 or more drinks, use a cup tray/holder. Make sure lids are firmly on cups and then cups are seated firmly in the tray. For eat-in orders, put drinks or drink cups on the tray. Add condiments, utensils, Happy Meal toys as needed. Drinks should be bagged only if requested by the customer and if possible, put them into a cup tray inside the bag. All rights reserved WRIN Page 3 of 6 Service Cycle Front Counter Experience Tab Philippines revised : December 2010

4 Service Cycle Front Counter Experience Front Counter Total Experience Time 210 seconds or less WELCOME EYE CONTACT WITH THE SMILE CUSTOMER Greet customer Greet the customer with eye contact and a warm, sincere, enthusiastic two-part greeting. Use one of the two-part greetings listed below. Hi, can I take your order please? Hello, what can I get for you today? Hi, what would you like today? H.O.T Orders Ask for customer s receipt (if you don t already have it) and enter number into register. Adjust order for vouchers, additions etc. before you state the amount. Take customer order Listen attentively to the customer as the order is placed, being careful not to interrupt. If you need to clarify an order, ask questions which require a yes/no answer. Ask the customer if they require any condiments with their order, such as sauce with their McNuggets and enter into the register. If necessary, repeat the order back to customer to clarify any details not clear such as special orders, condiments, etc. EAT IN? TAKE AWAY? Eat in or take away? Ask the customer if they would like to eat in so that their order can be packaged appropriately. Ask closed questions where possible to streamline the order process; Will that be a large value meal today? Is that Coke for your drink? Take payment CASH Clearly state the order total, the money you receive from the customer and the amount of change you give to the customer. Lay any notes across the drawer until change and receipt has been given to the customer. First place all of the coins in the customer s hand; then count the notes quickly in front of the customer and place them in the customer s hand. When entering the amount you receive into the register, use the second saver buttons like 00 and exact wherever possible. Take payment EFTPOS Press the EFTPOS key on the register, ask the customer for their card then insert and remove their card from the EFTPOS PINpad. Ask if the customer would like any cash out, enter the amount they specify (if any). Ask the customer which account they will be paying with, enter this into the PINpad. If Credit: 1. Select Credit account type. 2. Hand the customer the receipt and pen and ask them to sign. 3. Check the signature and if correct press OK on the register to proceed (if signature looks different ask customer for other identification). 4. Return the card and receipt to the customer once the transaction has been processed. If Savings/Cheque: 1. Offer the customer the PINpad and ask them to enter their pin number, maintaining contact with the PINpad at all times. 2. Return the PINpad to the PINpad holder/bracket. 3. Return the customer s card and receipt. If the customer requested cash out, press Amount Tendered to open the drawer, remove the amount requested and hand to the customer with the receipt, clearly stating the amount. Close the drawer. All rights reserved Page 2 of 4 4 of 6 Service Cycle Front Counter Experience Replaces: August SC Front Counter TAB.indd 2 9/11/09 3:06 PM

5 Service Cycle Front Counter Experience DELIVER Assemble the Order Assemble the customer s order as quickly as possible using the order of assembly. If waiting on product, return to the counter, inform the customer of the wait and politely direct them to the side. Take the next customers order and payment then finish assembling the first order. Never assemble take away orders unless they can be completely filled. Ask for back up if a large order has been placed. 1. Cold Drinks Order of Assembly 2. Hot Drinks 3. Desserts 4. Fries/Hash browns 5. Salads/Deli 6. Burgers/Nuggets/Muffins Assembling Eat-in Orders When assembling eat-in orders, it is important to place the food on the tray in a way that preserves the quality of the products. Use a clean, sanitised tray with a tray liner. Distribute the items evenly on the tray. Use additional trays as required. Do not overfill a tray. Place the fries away from the cold drinks. Keep the hot items separate from the cold items. Assembling Orders Bagging Front Counter Take Away Orders The objective when bagging is to ensure quality product is delivered to the customer in the appropriate size bag. At the same time, make sure: Th M logo of all products should face the customer. All burgers are placed upright in bag and never on their side. Hot and cold items are bagged separately. French fries are placed upright in the bag. Multiple orders of fries are bagged together in a separate bag. Hotcakes and salad products must be placed flat in a bag. Large burgers should NOT be stacked more than two high. Fitting more in the bag is possible, but the crushing of the lower burgers is severe. Place all food items and toy inside Happy Meal box. Present Happy Meal to customer with box closed. Filet-o-Fish burgers need special attention. With the high moisture content of the steamed bun, the burger will very easily flatten. These should be the last burgers placed in the bag and nothing (Fries, Pies, etc...) should be placed on top of them. All rights reserved Page 3 of 4 5 of 6 Service Cycle Front Counter Experience Replaces: August SC Front Counter.indd 1 12/10/09 9:27 AM

6 Service Cycle Front Counter Experience OPS Sheet DELIVER (continued) Take Away Drink Orders For orders of 2 or more drinks, or desserts, use a cup tray. Make sure lids are firmly on cups and then cups are seated firmly in the tray. For eat-in orders, put drinks or desserts on the tray. Add condiments, utensils, Happy Meal toys as needed. Dispose of waste items according to your restaurant s waste policy. Remember, if it is not right, don t serve it. Present the Order Present the order to the customer with a smile. Eat-in orders Take away orders Ensure that all Happy Meal toys and condiments requested by the customer are included with the order. Slide tray toward the customer, if the customer has not already taken the tray. Make sure the correct size bag is double folded and presented with the fold away from the customer and with the arches facing the customer. Drinks and desserts should be properly capped and in a cup tray. FAREWELL Farewell Farewell the customer with eye contact and a warm, sincere, enthusiastic farewell. Use one of the farewells below; Enjoy your meal Have a great day All rights reserved See you next time Page 4 of 4 6 of 6 Service Cycle Front Counter Experience Replaces: August SC Front Counter.indd 2 12/10/09 9:27 AM