.
Accurate .
Ensure customer receives their full order including condiments and one napkin per food item (e.g. A Big Mac McValue meal = 2 napkins) .
Quality .
Full serve of hot, fresh, evenly salted fries and neatly presented products .
Cleanliness .
Neat, clean employees, clean dining room and clean maintained toilets .
Cashier.
1. Smile and greet customer .
2. Smile, make eye contact, and use positive body language to greet the customer .
3. Acknowledge the customer as soon as the vehicle stops at the cashier window .
4. For tandem and dual lane drive thru, select the register key with the image of the car that matches the one at the .
cashier window. .
5. Greetings should be short, brief and delivered in an enthusiastic and friendly tone of voice .
6. Greetings should always include two-parts. Vary your greetings. Examples include, "Hi, your order comes to $5.95" or.
"Hello, that will be $3.50 please" .
2. Take payment .
Clearly state the order total, and follow the Payment Handling procedures according to the payment type offered by the customer .
3. Direct customer to presenter window .
Thank the customer and ask them to proceed to the present window. Close and lock the window when no cars are in Drive Thru, or you need to leave the booth for ANY reason.
Front Counter.
CRITICAL SERVICE STANDARDS .
- Fast .
- Order Taking and Cashier Time 40 seconds or less The time from when the customer is greeted to receiving their change .
- Order taking time (target 25 secs) is from when the customer is greeted to the time the order is totaled .
- Cashier time (target 15 secs) is from when the order is totaled to time the cash transaction is completed .
- Front Counter Expeditor Time 80 seconds or less. The time from when the order appears on the front counter expeditor.
to when the order is bumped .
- Total Experience Time 210 seconds or less The time from when a customer joins a line to the time the completed.
