Steps of Service
What does the T in the Steps of Service stand for?
Timely Greeting
How many phone rings do we allow for?
3 rings! Everyone is responsible.
Do we allow for visual age validation?
No, we ID every guest - no exceptions.
What does W.A.R.R stand for?
Write it down, ask the right questions, repeat it back, review and ring it in right!
Online on our TacoMac.com site.
What does the M stand for in the Steps of Service?
Maintain the Experience
What three things do we repeat to the guest before hanging up the phone?
1. Repeat the whole order back 2. Quote time 3.Total for the order.
Can you be held liable if a guest is overserved and causes an accident?
Yes, you can serve jail time and will have trouble with employment opportunities in the future.
What do the Five F's stand for?
Food, Friendly, Financial, Floors, Facilities.
Can we certify any menu item to be gluten free?
No, we only offer a gluten free bun and gluten free chips.
A guest notifies you that it is their first visit, what are your next steps?
Welcome them and grab a manager. What does a manager give them?
A guest arrives and their order isn't ready. What should the team member do?
Interact with the guest! Offer a beverage. Ask how their day is going..
A guest is clearly intoxicated, but asking for another drink. What do you do?
Grab your manager. You do not implicate yourself or potentially put yourself in danger.
What are our four pillar values in the winning plays playbook?
Honest and Forthcoming, Friends that are Family, Approachable and Authentic, Locally Minded and Connected.
When can the lunch items be ordered?
until 3:15 pm!
When does the Guest experience start?
The moment they enter our parking lot!
What should be included on every to-go bag?
To-go chit (marked off for accuracy), ovation bag tag, and any marketing materials
What are the signs of intoxication?
Slurred speech, difficulty walking, change in behavior, aggressive or overly emotional/affectionate behavior, poor coordination
What do we give to our first time guests?
A $5 off bounce back card and a manager table visit.
What ingredients are in our Jalapeno Bacon Cheddar eggrolls?
Cream cheese
Bacon, chopped
Pepperjack, shredded
Cheddar, shredded
Green onions, chopped
Poblano relish, prepped
Rice wine vinegar *bonus points!!
What are 3 ways to personalize a guest interaction?
Ask if they are celebrating anything. Learn something about the guest. Learn their name.
A guest discovers an item is missing after getting home. Walk through how you would recover the guest
Apologize sincerely for the missed item. Get details of item missing, grab a manager for resolution.
What areas do you check on an ID to verify age?
Date of birth, expiration date, and photo match.
A new team member misses key details when taking a guest order. Do you coach in the moment or wait until you are at the POS?
Coach in the moment.
What seasoning options should you ask guests for the preference when they order Salmon?
Cajun, Plain (S&P), or new dry rub Chesapeake Bay.