Improving Frontline Service Times: Difference between revisions

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(Created page with "{| class="wikitable" |+ !Key !Action Steps |- |Energetic focused manager shifts to frontline expeditor position | # Manager keeps a balance between frontline and drive-thru # Manager drives the business through coaching and praising successes # Manager works with a sense of urgency and remains friendly with customers and crew |- |Store has proper staffing levels to fill frontline positions | # Develop a daily guide of numbers needed to staff frontline for each day part #...")
 
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# Manager keeps a balance between frontline and drive-thru
# Manager keeps a balance between frontline and drive-thru

Latest revision as of 12:57, 31 March 2024

Key Action Steps
Energetic, focused manager shifts to frontline expeditor position
  1. Manager keeps a balance between frontline and drive-thru
  2. Manager drives the business through coaching and praising successes
  3. Manager works with a sense of urgency and remains friendly with customers and crew
Store has proper staffing levels to fill frontline positions
  1. Develop a daily guide of numbers needed to staff frontline for each day part
  2. Schedule each peak period using deployment planning sheets
Ensure that Backline Coordinator has par levels displayed on monitor and these are communicated to team
  1. Use the Par level chart and Bin level charts daily to establish product levels
  2. Par level screen should be displayed on backline monitor at all times
  3. Have a "mini meeting" prior to peak periods to communicate everyone's responsibilities to meet projections
  4. All team members should communicate on an ongoing basis with backline coordinator the specific levels of product on hand
All Managers and crew work from the speaker
  1. Ensure that #2 and #5 are communicating
Have an "Ace" in positions 6 and 13
  1. Ensure cashiers can immediately greet customers
  2. Cashiers must be knowledgeable about menu to answer questions fast
  3. Cashiers must be friendly, able to complete all steps in less than 60 seconds
Keep key positions locked down during peak
  1. Positions must stay locked in their positions during peak
  2. Ensure a good pre-rush is completed so none of the positions leave line
Keep a good organization and flow
  1. Place all tickets on a serving tray to be filled Place trays to the right of the register in the order they are to be filled
  2. Never allow more than 3 orders to be taken and not filled
Set measurable goals and celebrate successes
  1. Communicate a measurable, realistic goal to team each peak period
  2. Challenge team to meet goal and celebrate when met
  3. Develop competition between other shifts and other stores
Teach the "Shift to Assist" method of deployment
  1. Teach positions to shift over and assist other positions
  2. Highest numbered deployment position filled is most flexible to shift and assist
  3. Improving Staffing Levels