Front Line / Counter Handout
How do we greet our customers?
Hi, how are you?
What's the difference between a host and host assistant ?
A host makes the customer their number one priority and stays out in the dr meanwhile the host assistant prioritizes stocking and cleaning.
"Hey, you dropped your ____"
Smile
In-N-Out's Golden Rule
The Customer is always right
When a customer approaches either pay window or drive handout, how soon should you greet them?
Immediately
Every interaction should end with this
Thank You!
How soon should a table be wiped down once a customer leaves?
30 seconds
Most important part of your uniform
A smile
What are the four never?
1. Never Argue
2. Never put the customer on the defense
3. Never make excuses
4.Never make a big deal of a complaint
What do we do if an order is "Eat In"?
Hand out lap mats and explain what they are for
How do you properly call out a counter order?
Starting with "Guest Number" and ending with "Please"
Reason grooming is especially important for host
Host is the customers first impressions
Never Forget to....
SMILE :)
Part one of the mission purpose statement
Providing the freshest, highest quality foods, and service for a profit and a spotless and sparking environment where by the customer is the most important asset
When handing out orders it is important to only ask if the customer would like?
Ketchup
How can we make kids feel special?
1. Activity booklet
2. Hats
What are three things a host can do to go above and beyond?
1. Bring them their order
2. Following up
3. Making kids feel special
When greeting a customer its important to?
Smile
This phrase means looking for solutions and possibilities rather than immediately saying "no" to a customer request. It is meant to empower you so that you can exceed the expectations of our customers.
The Culture of Yes
How can you ensure that customers receive the correct order?
Repeat the order and check tags before handing out