Service Manager: Difference between revisions
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(Created page with "== Quick Reference: Primary Responsibilities == * The expeditor is the “service” manager * Assemble, visually confirm, and bag orders * Monitor product quality * Communicate with the backline coordinator * Monitor service times * Monitor customer view areas * Handle customer complaints * Speak to each customer * Ensure all primary and secondary responsibilities are followed at each frontline position * Ensure all areas in the front of house are kept clean, neat, sto...") |
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* Tape dispenser with tape | * Tape dispenser with tape | ||
* Ultraviolet Counterfeit Detector | * Ultraviolet Counterfeit Detector | ||
== Work Safe == | |||
* Ensure all personnel are wearing non slip safety shoes | |||
* Always wash your hands before starting work | |||
* Be aware of your surroundings | |||
* Follow all food safety procedures | |||
* Do not make any bare hand contact with the inside of the fry carton or fries | |||
* Keep ice scoop handle out of contact with ice | |||
* Monitor food temperatures | |||
* Ensure sanitizing solution is available and at proper concentration Towels must be fully immersed in the solution when not in use | |||
* Wash, rinse, and sanitize all utensils and surfaces that touch food every four hours or anytime they become contaminated | |||
== Preparing for Shift == | |||
* Complete or assign the “I’m Ready” checklist before each peak period | |||
* Ensure the condiment bins, bagging station, cups, lids, plates, soufflé cups, pint containers, squat bowls, clamshell containers, 3 lb. food trays, deli liners, carry out bags, etc. are stocked and organized | |||
=== Condiment Bin Layout (Drive-Thru) === | |||
=== Condiment Bin Layout (Condiment Counter) === | |||
=== Bin Layout (Drink Counter) === | |||
=== Condiment Bin Layout (Frontline under counter) === | |||
== Cash Security == | |||
* Watch out for “Quick Change” artists (See video) | |||
* Never leave your cash drawer unattended | |||
* A manager must check any bill $50 or higher, with the Ultraviolet Counterfeit Detector | |||
* Make the correct change | |||
* If there is ever a discrepancy between you and a customer regarding cash, the manager on duty should handle it | |||
* Always leave cash in front of customer until change is made | |||
== High Speed Service == | |||
* Take the order | |||
* Confirm the order | |||
* Total and make change for the order | |||
* Never make the customer feel “rushed” | |||
== Bagging Station == | |||
* Ensure the expeditor bagging station is stocked with the following items: | |||
* Assembling and Bagging Orders (Drive-Thru) | |||
* It is important to ensure orders are assembled and bagged neatly for proper presentation | |||
* Hot and cold items should be placed in separate bags | |||
* Include 1 napkin for each entrée and 1 napkin for each side item (Example: If a customer orders a chicken finger combo, they would get 2 napkins; 1 for the fingers and 1 for the fries) | |||
* Keep straws available at the drive-thru Straws should be handed to the customer with their “marked” drink(s) (See “Drink Marking”) | |||
* If there are more drinks than people, ask the customer if they would like their drinks in a drink carrier | |||
* If the order includes chicken fingers, and the customer has requested dipping sauce, include the sauce in the bag | |||
* All other condiments are given UPON REQUEST ONLY If a customer requests additional condiments (ketchup, jelly, creamer, sugar, etc) ensure the cashier asks them, “How many would you like?” | |||
* Ensure any requested condiments are included in the bag | |||
* Place needed forks, knives, and spoons in the bag | |||
* uDo not make any bare hand contact with the inside of the fry carton or fries | |||
* Do not overload bags | |||
* All lunch combos and any items served in a 3 lb food tray are packaged in a 6-pound bag | |||
* Items served in clamshell containers (Example: Breakfast Plates, Gravy Biscuits, Dinners, etc) should be placed in a plastic carry out bag | |||
* To ensure the food stays hot, fold the bag down approximately 1 inch from the top | |||
* Once an order is completely assembled, tape the receipt to back of the bag. If the order contains more than one bag, tape the receipt to the last bag of the order. (see photo below) | |||
* | |||
* The bag (or cup) with the receipt will indicate the last part of an order | |||
* Leave a space in between orders so the person presenting the orders can easily tell which items go together | |||
* Bags and cups should be presented to customers with the logo facing them (See photo below) | |||
* | |||
* When possible, the expeditor should present orders to our customers | |||
* Make every attempt to speak to each customer | |||