Financial Return
What is our current productivity goal on a weekday?
$100-110
What is our current speed of service goal for each hour? What is our current speed of service for March?
3:30 minutes or less is the goal! Our current speed of service for March is 3:03.
What if... Ecosure showed up at the restaurant. What do you do?
1. Let Ki, Bella, or Vic know immediately if they are clocked in, as well as the highest position in the BOH.
2. If no ops director+ is in the building, post in slack immediately.
3. Don't panic! Use your leaders and make sure FOH is ready to go for a smooth walk through with Vince.
4. If you are in position and have to walk through with Vince, have the shift lead call in the leader that comes in next to come in early.
Nuriyah comes in 10 minutes late. What do you do?
1. Give her an infraction
2. Hold the shift lead accountable to giving her 50% off her break meal
3. Hold the shift lead accountable to having a day of coaching convo
How often does the icedream spindle need to be cleaned?
Every 4 hours
What is our current productivity goal on a weekend?
$110-120
What's the HEARD model? Tell me the last time you used it with a guest recovery.
Hear, empathize, apologize, recover, delight! Storytime :)
What if... it's Monday morning and a catering order gets called in. She wants the food delivered in the next 2 hours. What do you do?
1. Check with the kitchen to see if they can accomplish the order.
2. Find a driver! See if anyone is on admin that can take the order. If not, call the next leader in to see if they can take it.
3. REMEMBER, always replace what you take away! Ex: if you are taking a leader off the floor, you need to replace them with another leader.
What are 4 important things you should always do when you are director on duty?
1. Check the shift lead set-up and ensure aces in places
2. Go over CEM scores and goals with the shift lead
3. Support the shift lead by ensuring they feel prepared for their shift (no call outs, enough people on shift, plan for breaks, etc.)
4. Check catering and ensure we have a solid plan in place!
What are 3 consistent things Ecosure checks for up front?
1. Ice machine cleanliness
2. Under soda towers
3. Soda nozzles
4. Icedream spindle cleanliness
5. Hand sanitizer
What is our current MTD labor?
20.1%
Of the 4 components that make up the composite score on the drive thru experience report, what are we ranked the lowest on?
Order accuracy :( We are ranked #22/48
What if... it's Thursday morning and you are getting SLAMMED. You look at productivity, and the breakfast hour is $75. What do you do?
2. See who is coming in next and ask if they can come in early.
3. Try to look for trends and act accordingly - a) was it just a bus? If so, you know it's uncommon. b) are schools out for the day? If so, you know lunch will be slammed as well, so call people in! c) are thursday mornings becoming busier? If so, post in directors slack so that we can schedule accordingly!
A guest at the window realized he forgot to say he wanted his lemonade large. How do you handle that situation?
It's 1 item! You promo it out, make his large lemonade, and make his day :)
How long can fries sit in the chute for?
2 minutes
What's been our highest line item on the target food cost report for the past 3 months?
Nuggets! We have lost $4,032 on nuggets the past 3 months.
What is departure rate? What is our current departure rate goal for peak hours? What is our current departure rate for March?
It is the number of seconds each car sits at the window/door. Our goal is 40 seconds for peaks! 43 seconds is our current departure rate for peaks in March.
It's a Tuesday at 3pm and you notice that productivity for the hour is $100. What do you do?
Nothing! During the week, a non-peak hour should be $100+ and since productivity is at $100, you are in a good place with people on the clock. Here is the breakdown of productivity from 11am-9pm :
Monday-Wednesday
• peak: $115+
• non peak: $100+
Thursday-Saturday
• peak: $135+
• non peak: $105+
What are 3 points to push when operating the drive thru? What 7 things do order takers need to have when they go outside?
1. Pulling cars forward at the window
2. Walky-ing all third party orders
3. Order accuracy and holding the team accountable with any mistakes
- - - - - -
1. Walkie
2. Ipad
3. Card Reader
4. Cash Belt
5. Reflective Straps
6. Panic Button
7. Bill Checker
When you pick up a 8 count nugget to put it in the bag, what are 2 things that you should look for?
1. Make sure the indicator is punched in to ensure that they are not soggy.
2. Make sure package is free from excessive staining.
How many bags of icedream did we throw away last month?
33 bags
What would you say are our top 3 CEM scores we should be MOST focused on as a restaurant and why are these important? How can you control each of these while you are the director on shift?
1. Order Accuracy - it's the bare minimum we can do for our guests! We can do this by ensuring aces are in places! If someone messes up, you should be coaching them on the spot. If they mess up again, you should consider removing them from their position.
2. Taste - It's WHY people come to Chick-fil-A... because they crave our food! We can do this by ensuring there are no more than 1 tray sitting in serving area, no more than 2 bags sitting in serving area, and multiple bags aren't being bagged at the same time in the drive thru
3. Speed - It's WHY we're considered a quick service restaurant! People expect to be in and out. We can do this by directing the shift lead to the bottleneck, ensuring we are pulling up cars, AND writing in directors slack on nights you needed another position so we can look at trends
You get assigned a written warning on VSBL for Francesca's attendance. You familiarize yourself with the situation and it looks like she was 10 minutes late on Monday, 6 minutes late on Tuesday, and called out without coverage on Wednesday. Talk me through the conversation you're having with her.
Take it away, coach!
This is a new policy - tricked ya!
1. Ensure that he is not put on bagging unless he is supervised by a director+
2. If he makes anymore mistakes, take him off bagging immediately and have the crucial conversation he is banned from bagging for 1 week.
3. Post in FOH leadership letting people know of the situation and ensure that he's not put on anyones set-up for 1 week
4. Repeat this cycle
What were the 3 most recent finding in our FOH ecosure visit?
1. Hand sanitizer not being accessible to guests
2. Icedream spindle not cleaned
3. Floors/grout under ice machine not cleaned