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What is a Bottle Neck?
What is a Bottle Neck?
A bottleneck is a point of congestion in a production system that occurs when workloads arrive too quickly for that point in the production process to handle. In our context, it's the position or person that is slowing down the operation. Change the person or focus on the position to keep the flow of operations smooth.
SECTION LEARNING OBJECTIVES:
SECTION LEARNING OBJECTIVES:
✓Establish register familiarity on Other & Manager Functions
✓Perform a Refund & re-ring a corrected order
✓Perform a Paid In/Paid Out
✓Make change for Team Members
✓Organize Team Members according to the business’s needs
This training shift will be overseen by your mentor, or another leader if your mentor is not available. Prior to your shift, you will create the Set-Up. You will have a Training Session with this leader where you will show them your Set-Up & tweak together if needed. They will then teach you how to resolve frequent issues. Throughout the shift, your mentor will continually reference skills you read about throughout this section as you learn hands-on how to problem solve on-the-job. Fill in the activities before the shift. Complete post shift reflections and any questions you did not know with the help of your mentor.
Importance of Problem Solving
Importance of Problem Solving
While leading a shift, there are several common problems that will arise that you will need to know how to handle expertly. Most of these deal with money issues such as making change, refunds, re-rings, paid ins/outs, etc. Other issues that will happen on a consistent basis are all about organizing your team. You will have many times when minors hit 5 hours, employees need breaks, employees are getting off the clock, or employees are coming onto the shift. These all require you to have problem solving skills and the ability to think on your feet. Your team depends on your ability to solve these problems quickly and efficiently. If you are not able to problem solve while on the shift, you will run in to many, many struggles and frustrations. As such, on-the-job problem solving is one of the most important skills you will need to master throughout this process.
Register Familiarity
Register Familiarity
As a leader, there are new buttons on the register that you need to be familiar with. Under both Manager Functions & Other Functions there are several important things you need to know how to do. On the following page, you will see what the register looks like with each button explained.
Refunds
Refunds
Refunds are done when a guest has overpaid for something, their order is wrong, or it is appropriate to give them their money back. There are two ways to do a refund: by transaction number or by item. When you need to refund an entire order, you will refund by transaction number. This may happen when a guest paid for the wrong order in Drive Thru, or their entire order was rung up wrong and they didn't realize it until they got their food. When you only need to refund individual items rather than an entire order, you will refund by item. This may happen when a guest got fried nuggets but they wanted grilled, they paid for one too many fries, etc. When a refund is necessary, you will first need to determine what kind of refund to perform.
Another situation when a refund is appropriate is when a guest would like to pay the “difference” for something. A common example is when a guest paid for a medium meal, but they want to make it large. In this case, you will refund what they paid for, which can be done by item, then ring up what they want. Use the total of the refunded transaction, what they originally paid, to “pay for” the desired order. They will have a small remaining total. That total is the “difference” between what they paid for and what they want. This is what the guest still owes you.
There is also another way to perform a refund using the "Delete Transaction” button. This is found under the Scroll Previous Transaction/Scroll Previous Local buttons. If you prefer, you can use the Scroll Previous Transactions Button to see all transactions recently tendered on all registers, and then "delete" the order that needs refunded. If you know the cashier/register an incorrect order was taken on, you can perform the refund this way by using Scroll Previous Local on that specific register.
The "Delete Transaction" button will do the exact same thing as a Refund by Transaction. It is relatively rare to offer guests back their money for a meal when it was rung up correctly. Before you offer a refund, you will do everything you possibly can to make them happy first. The only situations we will typically refund someone their money is if they’ve waited an excessively long time for something that should not have taken that long. For example, if you have a parked car that has waited 15 minutes on strips, you may absolutely refund the guest their money and still deliver the meal. The reason we refrain from refunding is not because we are greedy, but because we don't want to send the message that we don't care about the guest’s concern. If we are quick to refund, we may be slow to hear and fix an issue. Always use your best judgement and remember: Customers are the center of everything we do. Your goal is to make them happy, not prove yourself or our team right in any way.
Complete this exercise to apply your knowledge of what these register buttons do.
Paid Ins & Paid Outs
Paid Ins & Paid Outs
Organizing Your Team
Organizing Your Team
Throughout every shift, you will have to make several swaps and changes to accommodate for the many issues and conflicts that will arise. Team Members will hit 5 hours, employees will get off, more will come in, Team Members will go on break, etc. How you manage these issues and problem-solve through them will greatly impact the success and flow of the shift. There are some tips and best practices for you to follow when it comes to on-the-job problem solving and thinking on your feet. This type of thought processing doesn't come naturally for everyone, but if you remember the best practices you'll be able to do this effectively in our restaurant.
Best Practice: Always be aware of Team Member’s off times and who is coming in when. If you know this, then you know what spots need filled when & who could replace them.
Best Practice: Ask yourself: Who can take this spot? To replace a spot where a Team Member is getting off, start with planning out who can take that spot.
Best Practice: Be aware of which spot you need when, so you are sure everyone is in the spots youneed at the time. For example, if you put a closer on Dining Room, make sure you know what position they need to take at 9 when we will no longer need a Dining Room person.
Best Practice: Ask yourself: Does this spot need replaced? It is possible you are ready to have one less Front Counter or one less Breader. In this case, you don't need to replace that spot if a team Member is getting off.
On-the-Job Problem Solving: As a Leader
On-the-Job Problem Solving: As a Leader
As the leader during a shift, you will be relied upon to solve all issues that arise, so you must be equipped with knowledge. It is your role to resolve problems in a way that serves our guests and our team well. Often times these will be very straight forward, like giving a refund. Other times, you will have to think on your feet to make a solution, such as coordinating where our Team Members need to go according to our business’ needs at that time. As you practice leading shifts, you will fine tune your on- the-job problem solving skills, which will enable you to be an effective and skilled leader.
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