Intro

You are the middle man between the shift lead and the team members. When a problem arises, fix it before the shift lead has to!

Characteristics of a Team Trainer:

1. Motivation rooted in a passion to serve

2. Know the mission, mission and values of CFA Frederick North, and be able to teach them.

3. Work with a sense of urgency

4. Aware of tasks that need to be completed and show the initiative to complete said tasks

5. Possess a strong aptitude to serve as a supporting leader

6. Be approachable to Team Members

7. Embrace feedback and maintain a highly coachable attitude

8. Maintain open communication with leadership.

9. Be educated on procedures and processes

10. Consistent use of language of hospitality and HEARD model

11. Equipped to handle basic guest complaints with confidence

12. Ask “Why” and “How” often

If you do not know how to do something, don’t assume, always ask a leader to clarify and verify in Pathway!

Facts about Chic-Fil-A Frederick North:

• Opened in October of 2017

• Since then, business has tripled

• Complete on average 2,500 transactions daily

• Give away between $10,000-$15,000 free app food each month

• Since opening, had over 130 team members receive scholarship

• Drive-thru has been ranked as high as no. 1 in the North East region

• Two leaders have gone on to own their own Chic-Fil-A

Purpose, Vision, Mission, and Values:

• Purpose:

  • To glorify God by being a faithful steward of all that is entrusted to us and have a positive influence on all who come in contact with Chic-Fil-A

• Vision:

  • To be “Frederick’s First Choice” in quick service dining

• Our Mission:

  • “Be Remarkable…Be Memorable”

• Values

  • We trust each other, our guests, and our vendors.

  • We serve second mile service! We want guests to remember their experience.

  • We innovate. We are not afraid to fail

  • We develop others. That’s your part!

  • We deliver excellence.

The Command of a Team Trainer:

Make sure that whatever area you are assigned to is running smoothly. You have command to those you’re working with to make sure they are being held accountable and the the CFA standard.

Make your assigned position as low risk for mistakes as possible. Take that initiative to assist the Shift Lead.

Expectations for Guest Interactions:

1. What are the Core Four?

   1. Create eye contact, share a smile, use a friendly tone, and always say “It’s my pleasure!”

2. Why is it important that we consistently use the Core Four?

   1. Not only does it set the standard for fellow team members, but it creates a memorable and remarkable experience (the mission!) for our guests! It all goes back to that second mile service.

3. How can we stay connected with the Guests?

   1. Notice small things and make conversation! Be proactive and serve when needed.

4. What is a consequence of not using the Core Four?

   1. It gives the impression to the guest that they are not our no. 1 priority. While they may still have a good experience, we strive to give them a great, second mile service experience.

5. What are the second mile service behaviors?

   1. Deliver meals to table for dine in guests

   2. Perform table touch ins

   3. Carrying large orders to cars.

6. Who are the most high need guests?

   1. Disabled guests

   2. Single Parent guests

   3. Elderly?

7. What is another way you can deliver second mile service?

   1. Anticipate the guests needs before they have to ask! Open doors as they leave/come, bring high chairs to tables and lay out placemats, etc.

8. Define genuine hospitality.

   1. Ask for exact answer.

9. How can we personalize service for guests?

   1. Use their name often!

10. What are warm welcomes and fond farewells? Why do we use them?

    1. They are part of creating that memorable experience for the guests, giving them the impression that we enjoyed serving them and would like them to come back.

11. What are some examples of language of hospitality?

    1. Beverage instead of Drink

    2. Refresh instead of refill

    3. Dine In and Carry out

12. Are we allowed to accept monetary tips?

    1. No, because we are not the ones who made the food.

13. What is the HEARD model?

    1. Hear to Understand, Empathize with guest’s concern, Apologize with “I’m sorry”, Resolve the issue, and Delight the guest.

Skills and knowledge required for Operational Excellence:

1. Where are the silent panic buttons located in the restaurant?

   1. Underneath the registers, and in the freezer.

2. What are the food safety five?

   1. Health and Hygiene, Cross Contamination, Pests, Time and temperature, and cleaning.

3. What does FIFO stand for?

   1. First in First Out

Financial Stewardship

1. How much does a medium cup cost?

   1. Sixteen cents a cup, eighty a case