Training Flyer - Service
Drive-thru
“Over 55% of our customers across the UK visit us through the Drive-thru lane. By demonstrating outstanding friendliness and exceptional accuracy you’ll help to create a great customer experience”
What the Customer Expects Our customers expect fast, accurate and friendly service when they visit our restaurants. More than half of all McDonald’s sales come from the Drive-thru. This means that Drive-thru lanes must keep moving. We want to impress our Drive-thru customers, to bring even more business through our Drive-thrus.
Target Assembly Times
Target
90 seconds or less - from greeting to customer receiving completed order 210 seconds (3 minutes 30 seconds) or less - total experience time (TET)
Is your Station Ready? Stock 24/2
Ensure sufficient stock is available - 24 hours of dry stock and 2 hours in secondary freezers and chillers. • Check dates • Products must be selected using FIFO (First In, First Out). New stock must be shelved behind old stock. When stocking up, best before and use by dates must be checked to ensure products are used in correct rotation • If stock is used out of rotation, older products will expire before they can be used, which will affect the restaurant’s profit and may also result in stock shortages
Make it special for the customer by exceeding their expectations.
Your Role in Delivering an Exceptional Customer Experience When our customers visit they expect great Quality, Service & Cleanliness (QSC). This means they want quality food that is hot and fresh, served in a clean and safe environment and by Crew who are friendly and create an exceptional experience. If we deliver this, we’ll meet our vision to give the customer what they want, each visit, every time. We are all responsible for delivering this great experience our customers expect. The Vital Ingredients are our guide to our everyday behaviours and actions that help us achieve this, wherever we are working. Look out for the Vital Ingredients symbols throughout the flyer that will give you examples of how you can demonstrate the behaviours and actions when you’re working in any position within the Drive-thru team. Remember to find your own opportunities too.
Stock 24/2 - Drive-thru
Ensure the presenter window booth area is stocked with napkins and straws and with enough stock for 24 hours. All condiments and utensils should be easily accessed, and in the correct place as per the Be Well Served guidelines.
Equipment Checks
Ensure all required equipment is available and in good working condition. • Check till systems and receipt printers are in working order • Check COD Headsets and HHOT batteries are on charge when not in use
Clean Area
• Area should be kept clean and tidy during the shift, using Clean-As-You-Go (CAYG) • Clean cloths should be used, and changed every 30 minutes • Floors should be kept clear, clean and dry • All visual display monitors should be clear of smears and smudges • The cashier and presenter booths should be clear of all clutter in the customers’ view
Drive-thru Service Customer Order Display (COD) Drive-thru Service
Are you Ready to Work? Uniform
Uniform is neat and clean (including apron). Name badge is worn. Hair is away from face, completely under hat. Hairnet is worn (if necessary).
How to Wash Hands Properly
Hands must be washed using the following steps to ensure proper cleaning takes place:
COD (Customer Order Display) delivers a more accurate Drive-thru experience by allowing customers to check their order on screen before payment. Side-by-Side/ Tandem/HHOT allows two independent orders to be taken at the same time. Customer Order Display (COD) Drive-thru service makes use of a Customer Order Display (COD) with a speaker that allows two-way communication between the order-taker and the customer. A pin-hole camera can be fitted to the COD allowing the order-taker to view the customer and know when the customer is ready to order. Customers pay and receive their orders at windows/booths staffed by the Drive-thru team.
1. Wet hands with warm water 2. Dispense one shot of AMH into the palm of the hand 3. Rub hands and wrists for about 20 seconds. Rub all areas of the hands including the front and back of the hand, between all fingers and around and under the nails 4. Rinse hands thoroughly in warm, running water. Allow the water to run downward from the wrist towards the fingertips 5. Dry hands completely using a hand dryer or paper towels. Never use an apron or clothing to dry hands Hands must be washed and dried thoroughly whenever they could have been contaminated and following the timed hand-washing system. This means every 30 minutes when working in the kitchen and hourly when working on the front counter, Drive-thru or dining area.
1
Training Flyer - Service Action
Description
Order-taker/cashier greets customer
Greet customers immediately - no customer should wait more than 10 seconds for a greeting
Order-taker/cashier takes order
Depending on the order, the order-taker/cashier asks the customer if they want condiments and enters the requests on the till. The order-taker/cashier asks the customer to check their order on the screen (COD) and to proceed to the cash booth if correct
Assembler collects the order
The Assembler selects the appropriate size bag and assembles the order carefully, checking it against the Drive-thru monitor
Order-taker/Cashier receives payment
In the cash booth, the order-taker/cashier smiles and greets the customer. They recall the order, clearly state the amount to the customer and receive payment. They then direct the customer to the present booth
Presenter doublechecks and presents the order
Presenter thanks customer and invites them to return
In the present booth, the presenter smiles and greets the customer again, double-checks the order and adds condiments, straws, napkins (in the absence of a checker) and the customer's receipt. The presenter then presents the order The presenter thanks the customer and invites them with to return with a personalised parting comment
Drive-thru Team The Drive-thru service team consists of Order-takers, Cashier, Assemblers, Drinks pullers, Checker and Presenter. Each has specific responsibilities.
Order-taker Responsibilities
• Greet the customer • Take the order • Offer condiments as appropriate (dips with Nuggets and Selects, dressing with Salad, etc) • Ask the customer to check the order on the screen (COD) and to proceed to the payment window if correct
Side-by-Side and Tandem Service
Handheld Order-taker Responsibilities
While Side-by-Side and Tandem both have two physical order points, the cars in a Tandem configuration pull into line and move through the Drive-thru in the same order. In a Side-by-Side configuration, the cars split into two different lanes, each with their own order point, and then merge back into one lane.
• Direct the customer to the cash booth
Side-by-Side and Tandem are Drive-thru configurations that give the restaurant the ability to take two orders at the same time, using two separate CODs and allowing capacity to build in the lane.
• Greet the customer • Take the order and use the handheld device to enter and send the order to the till • State the order total
Cashier Responsibilities
• Greet the customer again • State the order total • Receive payment and give change (using the coin dispenser where applicable). When taking a cashless payment, suggest contactless in quiet periods • Thank the customer and direct the customer to the present booth
Assembler Responsibilities
• Assemble the order displayed on the Drive-thru monitor • Bring the assembled order to the booth • Place orders on the assembly table in the sequence listed on the Drive-thru monitor and state the order number • Include condiments, napkins and straws (if no checker is present) • Communicate to the presenter/checker that the order is complete • Instruct presenter/checker to park orders where appropriate
Drinks Puller Responsibilities In a Side-by-Side configuration, cars enter the Drive-thru lane and are presented with a choice to drive into the primary lane (busiest lane) or the secondary lane (the quieter lane). With the Side-by-Side configuration it is possible for one car to pass another car that entered the Drive-thru ahead of them. In the picture below, imagine that the black car entered the primary lane and began to order. Then, the white car entered the secondary lane and began their order. If the white car finishes ordering before the black car, the white car will pull ahead to the cash window. When the black car has finished ordering, it will pull forward and will now be behind the white car as they continue through the Drive-¬thru.
In a Tandem configuration, there is one lane with two CODs, one behind the other. The COD closest to the cash booth is the primary COD; the one further away is the secondary COD. The order in which the cars enter the Drive-thru is the order in which they pay, receive their order and leave. The order of cars in a Tandem Drive-thru never changes.
• Pour hot and cold drinks and ensure the lids are sealed properly • Place drinks in a drinks carrier when the order includes two or more drinks (all hot drinks should be placed in a cup carrier) • Ensure the drinks are in the correct sequence for the presenter • Prepare all cold desserts
Checker Responsibilities
• Double check the order for accuracy once received from the assembler • Include condiments as appropriate, including napkins and straws • Pass the completed order to the presenter, informing them of the order number
Presenter Responsibilities
• Greet the customer again, informally • Offer and include condiments as appropriate (milk, sugar, sweetener, etc). Include one napkin per food item • Present the completed order - hand food out first, then drinks. Hang bag out of the window as the car arrives if possible • Hand the receipt to the customer • Thank the customer • Invite the customer to return • Serve (bump) the order from the monitor • Park the car when instructed to do so by the assembler as soon as the car arrives at the presenter window. Politely explain that there will be a delay for their order, giving an estimated wait time and direction to the relevant parking bay • Keep the receipt, marking the car registration on it to identify the correct car once the order is ready to take out • Crew/Managers should present held orders to the customer and verify order is correct using the receipt • Serve (bump) the order once the completed order has been presented
2
Training Flyer - Service Drive-thru Manager Responsibilities
25 seconds or less
• Direct the Drive-thru team
• Communicate targets and results to the team, hourly monitoring the speed of Drive-thru service • Manage parked orders • Keep the lane moving
Service Procedures The 6 Service Steps
The six service steps show you the process for serving customers. 1. Smile and greet the customer 2. Take the order 3. Receive payment
Target
Order-taking time
Receiving Payment 1. T o select the correct order, identify the customer at the window on the till screen by selecting the appropriate photograph (SBS/Tandem only) 2. State the order total to the customer 3. Accept cash/card payment (as below) 4. T hank the customer and invite them to drive to the order collection window
4. Assemble the order 5. Present the order 6. Thank the customer and invite them to return Together the 6 Service Steps and the Vital Ingredients create an exceptional customer experience.
Greeting the Customer
Note
If the order-taking and cashier roles are being completed by one person, priority should be given to the cashier role
Handling Cash Transactions Action
Description
Respond immediately to the arrival of a car upon hearing the bleep on the headset. Greet the customer as soon as the vehicle stops at the COD.
State amount received
Clearly state the amount of money you receive from the customer
• Be yourself - create your own friendly greeting • Give a two-part greeting, e.g. “Hi, welcome to McDonald’s, may I take your order please?” • When using COD, ensure that the correct tone of voice is used If the HHOT is in use, the HHOT person should remain in a fixed position rather than walking down the line
Enter amount into till
Hold the customer’s money in one hand while entering the amount into the till
Place customer's cash across cash drawer
Place the customer's cash across the cash drawer to keep the money separate from the money in the drawer, so there is less chance of confusion
Give change
Count the change carefully, but quickly and silently, as you take it from the cash drawer. State the amount of change you are returning to the customer as you hand them the coins and then the notes
Place cash into cash drawer
Place the cash given to you by the customer into the cash drawer and close the cash drawer
10 seconds or less Target
Maximum time customer should wait for a greeting
Taking the Order
Check all bank notes for signs of forgery. Check for the most visible signs:
1. Don’t interrupt the customer. Always listen attentively and wait until the customer has finished ordering to ask any questions if possible. Always use the headset and speak clearly with a smile. 2. Suggestive sell. Think of suggestive selling as a chance to help the customer. Suggest a missing, special or seasonal item. The most natural form of suggestive selling is to sell-up. When a customer orders fries without specifying a size, ask “Is that a large fries?” Don’t suggest more than one item. 3. Clarify the order. Clarify any condiments needed, flavours or sizes. This is one of the most important steps to ensure order accuracy. Enter the condiments onto the till. The order-taker can also save seconds by simplifying the order process. For example, when McNuggets are ordered, clarify at the end of the order by asking: ‘Is that with BBQ sauce?’ 4. Direct the customer. Ask the customer to check their order is correct as per the COD Screen before moving to the next window. 5. Store the order. Store the order immediately after the car passes the merge point. The merge point is the point when the Drive-thru returns to a single lane operation (SBS only).
When Not to Suggestive Sell
There are some situations in which you should not suggestive sell. • Do not suggest to children. • Do not suggest dessert or childrens’ items to parents in front of their children. • Do not suggest more than one item. Suggesting two or more items, such as a large order of fries and then an apple pie, can give your customer the impression that you are pushy. You should also listen to your customer. Comments like “that’s all” are a warning not to use suggestive selling. Listening for such comments is especially important in the Drive-thru, where clues to customer feelings often come by voice.
• Quality of paper Note
• Watermark • Hologram metal strip A Manager should check all notes of large denominations
Handling Chip and Pin Card Transactions Action
Description
Insert card request
Ask the customer to insert their card into the card reader once prompted by the till message
Insert PIN request
Ask the customer to enter their PIN once prompted by the till message. Do not watch as the customer enters their PIN
Remove card request
Once the 'approved' message is shown on the till, ask the customer to remove their card from the card reader
Explain about receipt
Explain to the customer their receipt will be provided at the presenter window. It is a legal requirement to provide a receipt for all credit and debit card orders
Tip
Get to know your regular customers. They visit your restaurant frequently. They know your menu and they already know what they want. Use suggestive selling discreetly when the customers might expect you to know what they want.
Remember - for orders under £20, contactless payment can be accepted. This can speed up the payment process and therefore increase the overall speed of service
15 seconds or less Target
Payment time
3
Training Flyer - Service
Assembling the Order Most orders include both hot and cold menu items. It is important to assemble the orders in a specific sequence so that the food’s temperature meets McDonald’s quality standards. For best taste and temperature, assemble eat-in and take-away orders in these sequences for breakfast and main menu orders.
Check grill slips carefully to ensure order accuracy Tip
Breakfast Menu Assembly Sequence
Assembling Fries
2. Iced Frappes
• Never pick up more than two small orders of fries, or more than one medium/ large order of fries, at a time with one hand
1. Hot drinks
3. Iced Fruit Smoothies
• Pick up bags of fries by the sides, without touching the fries with your fingers
• Stand orders of fries upright beside sandwiches or entrees to avoid spilling them • Place fries in the bag last
4. Cold drinks 5. Sweet Snacking items 6. Hash browns 7. Boxed items 8. Wrapped items
Main Menu Assembly Sequence 1. Hot drinks
2. Iced Frappes 3. Iced Fruir Smoothies 4. Cold drinks 5. Sweet Snacking items 6. McFlurrys 7. Boxed sandwiches (Beef) 8. Wrapped sandwiches (Beef) 9. Pies 10. Salads 11. Fries 12. Boxed BOP line sandwiches 13. Wrapped BOP line sandwiches
Assembling Food
Bag Sizes and Capacities Bag Size
Capacity (Suggested Number of Items)
A
1-3
B
4-6
C
7-9
D
Up to 2 Premium Salads
For the above suggested capacity, each product equates to a number of items depending on its size, as shown below. Product
Number of Items a Product Equals When Packing a Bag
Standard boxed item (e.g. Big Mac)
2 items
• Keep hot and cold items separate
Hamburger/ Cheeseburger
1 item
• Place the orders on the assembly table and state the order number when the order is complete
Double Cheeseburger
2 items
Chicken McNuggets (20-piece order)
4 items
Fries (small)
1 item
Fries (large/medium)
2 items
Breakfast Sandwiches
2 items
Hash Brown
1 item
• Select the appropriate size bag and assemble the order carefully • Check the order against the Drive-thru monitor to ensure accuracy • Check the food quality
• Instruct the presenter (or checker if in position) to hold the order if the food is not ready
Note
Park cars immediately if order is not ready. Only assemble orders that can be completely filled
Meals and Happy Meals must never be pre-staged Note
Assembling Sandwiches
• Place sandwiches and entrees flat in the bottom of the bag Boxed sandwiches go on the bottom and wrapped sandwiches should be on top
Use the smallest or fewest bags possible when packing an order, but make sure to do the following: • Leave enough room so you can double-fold the top of the bag, except size D bags • Lay every sandwich and entree flat • Bag hot and cold items separately • Stand fries upright • Include one napkin for each food item with every order
4
Training Flyer - Service Assembling Drinks
1. Look at the Drive-thru monitor to see what drinks are needed 2. Assemble the drinks in the correct sequence 3. Place the drinks on the assembly table
Presenting the Order Order presentation is the final point for quality and accuracy checks. Ensure all products are received as ordered, including the appropriate condiments.
Assembling Drinks
Presenting Drive-thru Orders
• Orders for two or more cold drinks should be placed in a cup carrier (McFlurrys can also be placed in cup carriers)
• Make sure that the order has the right condiments
• Place all hot drinks in a cup carrier
• Never overload cup carriers with more drinks or McFlurrys than the carrier is designed to take (i.e. 2 or 4 items) • Provide one straw per cold beverage
• Different types of beverages have different cups and lids - ensure the correct ones are used • Always use the ice scoop to place ice in cups. Never touch ice with your hands or use the cup as a scoop • Fill the ice to the appropriate level as indicated by the fill line on the cup
• Double-check the order with the Drive-thru monitor • Use a drinks carrier for orders of 2 or more drinks or single orders of hot beverages • Smile and re-greet the customer • Double fold the bag to reduce temperature loss and present it with the fold away from the customer, and the Golden Arches facing towards the customer
• Bring customers to the presenter window more quickly by hanging the bag out of the window (HBO) where possible • Give customers food first, then drinks • Give customers straws and napkins outside of the bag (one napkin per food item)
• Don’t serve cold drinks if the cup feels wet or soft (this indicates the drink has been standing for too long) • Ensure hot drinks are capped securely • Report any drinks problems to a Manager
• Give the customer the receipt outside the bag
• Serve the order from the monitor when the customer has received the completed order Hot drinks must always be placed in a cup holder Caution
Assembling Desserts McFlurrys
Tip
• Fill the McFlurry Cup to match the POP and ensure the collar is fitted to the cup (unless being placed into the McFlurry freezer)
15 seconds or less
• Dispense the required shot(s) of topping • Attach the McFlurry spoon to the mixing shaft, ensuring it clips into place, and mix the topping into the ice cream for 8 seconds • Remove the spoon from the mixing shaft when the mixing has finished, taking care not to break the spoon clip. Move the spoon around the cup wall after mixing in order to redistribute the ice cream evenly • If any damage is detected to the collar or spoon, the entire product must be discarded in a red waste bin • Ensure McFlurry blanks are held in the holding freezer for no more than 30 minutes. Collars and spoons must never be left in the freezer Ice Cream Cones • Only use undamaged cones and Flakes • Only handle Flakes using a glove or tongs • Slowly pull down the draw handle as the ice cream is dispensed, starting from inside the rim and finishing with a product that has two swirls and a peak (approx 3 inches in height) Pies and Sweet Snacking • Ensure Pies, Muffins, Donuts and Cookies are served within their holding times. Muffins, Donuts and Cookies should be placed in the specially designed dessert bag
25 seconds or less Target
Payment time
Keep your station organised and stocked. You will quickly be able to find things when you need them, helping to speed up service for the customer
Target
Presenting time
Thanking the Customer Thanking the Customer and Inviting them to Return
• Thank all customers once payment has been received and the order has been presented • Use a genuine smile and positive eye contact • Thank the customer and invite them to return using a personal parting comment • Parting comments should be sincere, varied and personalised
Cash and Security Procedures • Dual cash control must be used at all times • You are solely responsible for your float, you must count it and sign for it before taking any transactions. This includes the coin dispenser which should be emptied and counted • When operating COD with a flexer order-taker, this person must not handle cash at any point • You must have no more than £50 in notes above the coin tray in the till drawer. Any further notes should beplaced under the coin tray • You must have no more than £500 of cash in the till drawer. If you have any more than that, place the excess notes in the note store • Ensure the cashier window is kept closed and secure if no further customers are going to be served
5
Training Flyer - Service • You should be present when change deposits are made into the till and when money is taken out during cash skims • When the till is to be cashed up, you and the Manager must take the till drawer to the office. It is the responsibility of the crew person to witness their till being cashed up • Once the till has been cashed up, you must sign the BCB, agreeing any discrepancies • If you have a cash +/- which exceeds the Company guidelines, disciplinary action will be considered • The Manager is solely responsible for depositing cash pulls
Note
Please review the National Cash Policy for more information
Making People Feel Good In order to create a truly exceptional experience and to make people feel good, you must think like a customer. You have seen some examples of the ways you can make our customers feel good, such as: • Making it special by smiling as you talk to a customer using the COD • Acting in a fast and friendly way to ensure you meet the service times • Making it special by ensuring every customer gets the right condiments to go with their order After you have practiced on the station, think about how else you could impact the Customer Experience by demonstrating the Vital Ingredients and interacting with customers on shift.
Be the Best at What You Do And remember you’ll be the best when you simply ‘Be You’. Look for opportunities to let your personality shine through when you’re working in the Drive-thru team and when you’re interacting with customers or Crew while on shift.
6