Day 3 Orientation

OUR GOAL FOR TODAY

To learn how to engage with our guests while being:

w

Friendly

Behaving in a pleasant, kind way towards someone.

Kind

Generous, helpful, and thinking about other people’s feelings.

 

Genuine

Truly what something is said to be; authentic and sincere.

The Guest Experience Starts with you!

My Communication

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Hosting Basics

Top 10 Behaviors

1.Dress to Impress

2.Provide a Personal greeting

3.Interact with Guest at the Kiosk

4.Engage w/ Guest in the Dining room and pickup

5.Answer guest questions Confidently

6.Provide additional assistance/ Anticipate their needs

7.You guest Recovery model when required B.L.A.S.T

8.Ensure Dining room cleanliness

9.Encourage employees to demonstrate the Guest Experienc

10.Provide all guests with a genuine farewell

The IT Factor

GEL and Front Counter Order Taker Responcibilities

  • Wear a clean, stocked Lobby apron

  • Smile…Be Friendly and Kind

  • Engage with Guests

  • Assist Guest with Kiosk Orders

  • Deliver Dine in orders to Guests (Verify 1 item on tray)

  • Table Touchbacks 5 minutes after delivery

  • If Guest was Highly Satisfied, talk about the VOICE survey

  • Refill drinks, Hold the door for Guests

  • Offer to take trays for Guests who are done eating

  • Ensure Drink Station is clean and stocked

  • Wipe down tables- using a sanitized towel

  • Wipe down Kiosks once per shift

  • Assist in assembling FC orders

PLEASE DO NOT STAND BEHIND THE COUNTER

Voice Surveys

As you are doing your Table Touches to check on our guests:

  • You might ask, “How were your Big Mac and Fries today?” If you get a “Great!” reply,

  • Ask “ So would you say you were “Highly Satisfied”?

  • If they say yes, Request that they go online and take our survey.  Say, “My name is _____, and I would love it if you would take our survey  as it helps our restaurant, and I get recognized as well!”

Tale of 2 Me’s

The Yes and… Culture

What to do:   Participants have a conversation where every line(after   the 1st one) must start with either Yes And, or Yes But

Example:

Round 1: All replies begin with

YES AND

  • A: Our store got new Kiosks. 
  • B:Yes and we need to help 
  • customers. 
  • A: Yes And they can order what 
  • they want. 
  • B: Yes And they are very excited

Round 2: Replies begin with

YES BUT.

  • A: Our store got new Kiosks,
  • B:Yes BUT customers don’t Know how to use them.
  • A: Yes But they need to learn
  • B: Yes But I have other things to do.

The YES-And culture is all about:

  • Having a Positive Mind set and how it increases productivity, inclusion, and connection

  • It’s also about letting go of control and being open-minded

Why we create feel good moments:

Making it come to life!!!

We’ve talked about …

  • How to engage with our guests

  • The need to be Friendly, Kind and Genuine.

  • How important having the right Attitude can be

  • How we must Communicate effectively,

  • Realize how our Behaviors can enhance our Guests Experience

How are you going to Create Feel Good Moments…TODAY?