cfa ambassador test

Flashcards covering purpose, core values, guiding principles, service models, Operational Excellence, and hospitality techniques from the Sean Culture Guide.

What is the stated purpose of the Culture Guide?

To be a blessing to everyone we contact and to be good stewards of all that is given.

What three Core Values are emphasized?

Character, Excellence, Hospitality.

What is the shared vision of the organization?

To be the most caring company in the world.

List the guiding principles cited in the Culture Guide.

Keep a positive attitude; Always stay curious; Take responsibility/Don’t blame others or circumstances; Conduct yourself with integrity—be honest and precise in communication; Have fun!

What does the acronym P.A.S.S. stand for?

People, Accuracy, Scans, Speed.

Name the three pillars of Operational Excellence.

Craveable Food, Fast & Accurate Service, Welcoming Environment.

How do you ensure “Craveable Food”?

Make it safe and follow procedures.

How do you deliver “Fast & Accurate Service”?

Be quick and confirm orders.

What actions create a “Welcoming Environment”?

Keep the restaurant clean, safe, and refreshing.

What are the three focus areas of 2nd Mile Service?

Personal, Proactive, Generous.

What four behaviors make up the CORE 4 of 1st Mile Service?

Create eye contact; Share a smile; Speak with a friendly tone; Always say “My Pleasure.”

Which phrase should replace “You’re welcome” when serving guests?

“My Pleasure.”

What is involved in the “Personal” aspect of 2nd Mile Service?

Use guests’ names and offer a warm welcome and fond farewell.

Explain the “Proactive” aspect of 2nd Mile Service.

Check in with guests and anticipate their needs.

How is “Generous” demonstrated in 2nd Mile Service?

Surprise and delight guests with food, fun, and more.

What does the HEARD model stand for when recovering a guest’s experience?

Hear to understand; Empathize to feel their concerns; Apologize with “I’m sorry”; Resolve the issue; Delight the guest.

Which guiding principle addresses accountability during challenges?

Take responsibility—don’t blame others or circumstances.

Which guiding principle encourages continuous learning and openness?

Always stay curious.