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Managing Speed Without the Need to Rush
Managing Speed Without the Need to Rush
WE ARE A QUICK SERVICE RESTAURANT. WE WANT TO DELIGHT OUR GUESTS BY DELIVERING GREAT FOOD SURPRISINGLY FAST AND ACCURATE. THIS IS PARTIALLY WHAT M AKES US SO UNIQUE. THERE ARE SEVERAL WAYS THAT YOU CAN HELP M ANAGE SPEED OF OPERATIONS.
Put Guests First: As soon as an order comes on screen it must be prepared immediately (goal is within one minute). Be attentive of team members cleaning or stocking instead of serving guests.
Put Aces in Their Places: Be aware of people’s strengths. It’s okay to put people in different positions for training purposes or to just mix it up. But when it gets busy, you HAVE to make quick decisions and restructure the shift to play to everyone’s strengths. The business must come before people’s preferences on where they do or do not want to work.
Do Everything With Hustle: We must always do everything with urgency. This business can be unpredictable at times. There is no telling when a bus full of basketball players may show up. Make sure your team members move quickly but never rush guests when performing side tasks.
Coach Speed: The best way to inspire your team to be quick is to model it yourself. However if you see a team member who isn’t working with urgency, encourage them with specific goals. For example, compliment the team members on anything so they feel valued and then give them a target to hit. Make it challenging and fun.
Order Accuracy
Order Accuracy
OUR GUESTS WILL ADMIT THEY PREFER A LONGER HOLD TIME IF IT ENSURES ACCURACY AND FRESHNESS FOR THEIR ORDER. AS THE LEADER, IT IS IMPORTANT TO HOLD THE KITCHEN TEAM ACCOUNTABLE FOR ORDER ACCURACY AS WELL AS THE MEAL DELIVERY TEAMS. IT IS IMPORTANT THAT ALL FOOD LEAVING THE KITCHEN IS PREPARED, PACKAGED AND LABELED CORRECTLY, PLACED IN A BAG OR ON A TRAY WITH THE PROPER ITEMS AND LABEL , AND GIVEN TO THE CORRECT GUEST OUT THE WINDOW OR OVER THE COUNTER.
Kitchen Focus:
Kitchen Focus:
Pay Attention to Detail: Did the guest request pepper jack cheese or Colby jack cheese? A common accuracy mishap occurs with our cheeses. A guest may request no cheese or a different cheese than the default, therefore paying attention to the detail in the order is important (+PJ, +CJ, +AM, or -CHZ)
Communicating What’s Prepared: You may prepare a sandwich out of order; let the bagger know if you are going out of order. This could be a result of holding on a certain item that is needed and allowing you to only proceed with items further down your screen.
Correct Product Placement: Is the finished product going to its accurate destination (DT or FC)
FOH Focus:
FOH Focus:
Verifying the Guests Order: Do they want an entree or a meal? Did they ask for a side substitution? Did they ask for their meal to be "upsized?" Did they ask for sauces? How many of each sauce? Do they have any special requests that require further communication with the kitchen? Did they request something we are unable to do?
Communicating What’s Prepared: If you make the beverages for orders, line them up as they arrive on the screen and punch the dimple on the lid. When bagging or traying orders, make sure to have the printed labels that match the order in the bag or on the tray.
Ask Someone If You Are Not Sure: Learn first so you don't perpetuate bad habits that you can't fix easily.
Taste
Taste
THE QUALITY OF OUR CHICKEN, WAFFLE POTATO FRIES, AND PREP PRODUCTS AFFECT OUR TASTE. WE COULD GET EVERY SINGLE ORDER CORRECT, BUT IF THE QUALITY OF OUR FOOD IS NOT UP TO PAR WITH OUR STANDARDS, THEN WE HAVE FAILED OUR CUSTOMERS. OUR GUESTS RETURN TO CHICK-FIL-A BECAUSE OF THE QUALITY OF THE FOOD. THEY EXPECT FRESHNESS AND TASTINESS IN EVERY BITE. IT IS IMPORTANT THAT WE ARE ALWAYS DELIVERING THAT TASTE AND FRESHNESS THAT IS EXPECTED FROM OUR GUESTS. AS A LEADER, YOU ARE EXPECTED TO CONSTANTLY M ONITOR THE QUALITY OF OUR PRODUCTS.
Waffle Potato Fries - Handling, holding times, oil quality, and salt consistency are all important to the quality of our waffle potato fries. Waffle Potato Fries are the most ordered item on our menu. They greatly affect our taste scores. Communicate with your TMs the importance of handling them properly. (please see Pathway for proper procedures.)
Chicken -The quality of our chicken is based off coloring, freshness, and portion. As a kitchen leader, it is your responsibility to determine if the quality of our chicken is not up to standard. Is the chicken too dark? Is the filet too small? Does the chicken have a sliminess to it? Is the chicken past its holding time? If the chicken is too dark, the oil in which we cook it in is too old. A boil-out is necessary.
Presentation - The packaging of the product dramatically affects how the guest perceives the quality. If the packaging is greasy, the guest will assume the product to be overly greasy as well. Always use utensils to pick up chicken and never place our food in damaged containers.
The Trifecta: Accuracy, Quality, and Speed
The Trifecta: Accuracy, Quality, and Speed
THE ACCURACY, QUALITY AND SPEED IN WHICH WE DELIVER OUR FOOD TO OUR GUESTS ARE ALL DEPENDENT ON EACH OTHER. THINK OF A STOOL AND ITS THREE LEGS. ACCURACY, QUALITY AND SPEED EACH REPRESENT A LEG. WITHOUT ONE OF THE LEGS, THE STOOL WILL NOT BE ABLE TO STAND.
We can make the perfect sandwich, but is it going out in a timely manner?
We can get our nuggets in the fastest time possible, but is the quality excellent?
We can get our food out with speed and quality, but was the order accurate?
Always put yourself in the position of the guest. When you go to restaurants, what do you expect?
Go above and beyond
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