( ) For Company and Franchise Use 2012 Hardee s Food Systems, Inc. All rights reserved.

Transcription

1 Double Lane Drive-Thru ( ) For Company and Franchise Use 2012 Hardee s Food Systems, Inc. All rights reserved.

2 Not all restaurants will be able to utilize a double drive-thru due to building layout, parking lot size, site restrictions, zoning requirements, etc. Overview A double lane drive-thru provides you the opportunity to build sales and transactions while proving outstanding Guest service during the day. Direct easy orders, such as a single item, to the outside lane. However, the Cashier may direct large or very complex orders to the outsides lane as needed. Double Lane Setup Contact your Facilities Manager or Franchise Owner/Operator before setting up a double lane drivethru. Lane Striping Drive-thru door faces rear of restaurant Use an approved local lot striping company to mark your double drive-thru lanes. Minimum lane width = 10 feet. Driveway clearance = approximately 22 feet. Drive-thru door faces toward rear of restaurant... Lane 2 ends 20 feet behind lane 1. Drive-thru door faces toward front of restaurant... Lane 2 ends 20 feet ahead of lane 1. Order Confirmation Board Decal Drive-thru door faces front of restaurant Clean the front of the OCB and allow to dry prior to placing the double drive-thru lane decal in between the top speaker and confirmation screen. Order item HRP-DCL-3249 from Archway Fulfillment (when available)

3 POS Key HFS Only Verify that your POS displays a working [Lane 2] key. The [Lane 2] key is on all POS screens (frontline and drivethru). Configuration Changes Configuration settings can be found in the manager functions under Configuration. Reload Menu Config after making changes... Drive-Thru Order Taker Before using the dual lane system. After closing the dual lane system. Set to send receipts to the Order Taker register at the heated holding cabinet (typically register 2). Page 1: Terminal to use for printing (2). Page 2: Print bagging ticket for D/T (yes). Page 2: Print full bagging ticket for D/T (yes). Drive-Thru Cashier Set to send receipts to the drive-thru Cashier register (typically register 1). Page 1: Terminal to use for printing (1). Page 2: Print bagging ticket for D/T (yes). Page 2: Print full bagging ticket for D/T (yes)

4 Dual Lane Procedures Refer to OPM 2101 Drive-Thru Cashier for additional details. Dual lane with rear drive-thru door Use the dual lanes throughout the day for maximum efficiency and results not just during rush periods. Do not use the drive-thru door and dual lane after dusk and before dawn. Keep the drive-thru door locked when not in use. Order Taking 1. The Order Taker determines which lane the Guest is directed to (lane 1 or 2) while the vehicle is at the Order Confirmation Board (OCB). Consider the number and types of orders already directed to lane 1 or 2. Simple orders = Lane 2. Example: Single item such as a drink. Very complex orders = Lane 2. Example: Very large orders or multiple orders in a single vehicle. 2. Direct the Guest to the correct lane... Your total is (amount). Please drive to the window or please drive to lane 2. Lane 2 Steps There are no procedure changes for lane Deliver the completed order to the Guest and collect payment. Watch out for moving vehicles! Wear a half apron to hold the remote credit card machine when going out to Lane 2. Ask the Guest if they need anything else. 2. Obtain the Guest s payment and take to the drive-thru Cashier or use the remote credit card machine (if available) to complete the transaction. The Cashier may need to retreive the order from the drive-thru register queue. Remote credit card machine... Print out a second receipt for the Cashier s drawer or credit card receipt spindle. The Cashier cashes out all remote credit card transactions as exact cash on the POS

5 3. Take the Guest s change, credit card, requested condiments and receipt to the vehicle. 4. Thank the Guest per current procedures. Remote Credit Card Machine HFS Only End-of-Shift Follow the current end-of-shift Cashier procedures along with the steps below... Example Remote Credit Card Machine The remote credit card machine transmits directly to the financial institution. It does not transmit data to the POS or to the Back Office System. Reconcile the Cashier s drawer using the remote credit card machine receipts and cash. Credit card receipts + cash = Cash drawer receipts. End-of-Day (Ringout) When lane 2 or the remote credit card machine is no longer in use, the Person-In-Charge Close out the remote credit card machine. Run two copies of the closeout tape from the machine for reporting and filing purposes. 2. Complete a paid out for the total amount of the remote credit card machine receipts. Account Place the paid out and the remote credit card machine receipts into the Daily Retention Envelope. Register receipts, credit card receipts and a copy of the credit card machine closeout tape must be kept on file in the restaurant for at least 30 days. 4. Place copies of the remote paid outs and credit card machine closeout tapes into a second envelope for weekly reporting. Weekly Reporting Tuesdays Send the following documents each Tuesday... Copies of the week s remote credit card paid outs. Copies of the credit card machine closeout tapes. 7 day tracking form

6 Mail to... Hardee s Food Systems, Inc. 100 North Broadway, Suite 1200 St. Louis, MO Attention: Stuart Kaleel Lane 2 ROS Responsibilities Refer to QSC-014 ROS Positioning Guides for additional details. ROS Positioning Guide The following ROS positioning guidelines outline Lane 2 responsibilities for each applicable position. The Person-In- Charge is responsible to ensure the restaurant is balanced to serve our Guests and should adjust ROS positioning as needed. 3 5 Person Positioning Position 3 = Drive-Thru Cashier... Takes all drive-thru orders. Determines and directs Guest to lane 1 or lane 2. Tenders out all drive-thru orders. Makes all drive-thru drinks. Assembles all drive-thru orders. Lane 2: Runs order out to the Guest. 6 8 Person Positioning Position 3 = Drive-Thru Cashier Takes all drive-thru orders. Determines and directs Guest to lane 1 or lane 2. Tenders out all drive-thru orders. Makes all drive-thru drinks. Secondary Responsibility: Assemble orders. Position 6 = Centerpost Assembles all drive-thru orders. Runs out orders and requests payment for lane 2. Secondary Responsibility: DT Order Taker

7 9 16 Person Positioning Position 3 = Drive-Thru Cashier Tenders out all drive-thru orders. Hands out orders to lane 1. Position 6 = Centerpost Drive-Thru Assembles all drive-thru orders. Runs out orders and requests payment for lane 2. Position 9 = Drive-Thru Order Taker Takes all drive-thru orders. Determines and directs Guest to lane 1 or lane 2. Makes all drive-thru drinks

8 7 Day Tracking Form Remote Credit Card Machine HFS only Record the total amount of remote credit card machine paid outs in the spaces below for each day. Tuesdays: Send copies of the week s remote credit card paid outs and credit card machine closeout tapes along with the completed form to: Hardee s Food Systems, Inc., 100 North Broadway, Suite 1200, St. Louis, MO 63102, to the attention of your Finance Administrator. Account 7310 Restaurant Number: Restaurant Name: Reporting Week: (list) (list) (list) Tuesday Wednesday Thursday Friday Saturday Sunday Monday Date Paid Out Total PIC Signature: Date: Print Name: To Finance Administrator - 8 -

9 Training Certification Double Lane Drive-Thru Resource Guide Double Drive-T hru - Post on the Star Learn Center s bulletin board - Management Team Member Name Learner s Initials Trainer s Initials Date Cashier Name Learner s Initials Trainer s Initials Date Sign and date below that the Crew and management team is trained to company standards and expectations. GM Signature: Date: Follow-Up Verification DM Signature: Date: - 9 -

10 Key Contacts Operations Department... Megan Willis (314) Training and Development Department... Your Regional Trainer Rollout Training Dates Ask your District Manager or Regional Trainer for rollout and training details