CASHIIER STEPS OF SERVIICE Frontt Countter EIGHT POINTS OF INTERACTION WITH THE GUEST Give the Guest Royal Treatment! Smile, make eye contact and greet the guest personally Acceptable Greetings: o Good Morning! o Welcome to Pollo Tropical! o Good Afternoon! o Hi! or Welcome! o o o Unacceptable Greetings: Stare and say nothing. For here or to go? Next! At the register area, your first job is to let the guests know you are glad to see them! Your personality should shine through in all you do, beginning with a warm and welcoming greeting. It is important that they are welcomed immediately upon approaching the register. This is easier during peak periods but may take some planning when business is slow and you are responsible for multiple tasks. Smile at every guest and greet them within 2 seconds of approaching the register. Greetings should vary. They should be friendly and genuine. Use phrasing that is right for you. Make eye contact and smile if for some reason, you are unable to immediately greet the guest verbally (for example, if you are helping another guest at the expediting area.) You could use a hand gesture to let them know you are aware they are there and will attend to them momentarily. When you are able to go to the register, smile and greet the guest. Say I apologize for keeping you waiting If you know the guest, personalize the greeting by using the guest s name. If you don t know the guest s name but recognize him/her as a regular guest, say something like Welcome back! Or Nice to see you again! Never leave the front counter area unattended. Always let the person in charge of the area know you are leaving. If you will be away more than a minute, the manager will want to be sure there is another cashier at the register area while you are gone. Make sure there is always someone to greet the guests if you leave the register area to restock supplies or any other reason. The person watching the counter can say Hello! Mary went to get some cups. She will be right there. The expeditor is the natural choice for this task. 1.1
Offer to take the order First say, Will you be eating here today? OR Will you be dining here today? Then say, What can I get for you? OR Would you like to try our new. OR What would you like to have today? After greeting the guest, offer to take their order. In many fast food restaurants, this step is skipped and the cashier merely gazes expectantly at the guest. In nicer restaurants, the server always asks for the order. We also want the guest to know that we welcome their presence in the restaurant. We do this by inviting the guest to dine in. Dine In and Carry Out are called destinations. We usually begin an order by asking about the destination. When you ask, Will you be dining here today? and the guest says Yes, then you know it is a dine-in order. If the guest says No, then you know it is a carry out order. If the guest begins to order without saying if they would like to dine-in, enter the order as dine in and the items as requested. When the order is completed, ask if the guest would like to dine in and change the destination in the register if necessary. After the destination has been determined, invite the guest to order. This is done in any number of ways but it is important that the invitation is personable AND personal. Avoid saying Can I help you? or Can I take your order? These questions sound clinical and impersonal, like a typical fast food factory. Instead, say friendlier things like What can I get for you today? or What would you like? Keep in mind that you want to sound more like a waiter and not like a fast food robot. Take the order, up selling/clarifying as you go Tell the guest about new products or special offers. When the guest says I ll have the quarter chicken meal. You say Would you like that with 2 side orders? Be sure to clarify the items ordered o If the guest orders rice, ask Would you like white rice? o If the guest orders beans, ask Would you like red beans? o If the guest orders mashed potatoes, ask Would you like gravy? o If the guest says chicken, rice and beans ask Would you like the meal or the Tropichop o plate? Would you like a quarter chicken or the boneless breast meal? If the guest orders a meal with one side, you ask Would you like to add another side for just a dollar more? Offer to serve appetizers first. You say Would you like the fried yuca sticks now or with your meal? Before beginning to take the order, let the guest know about new products or specials. You might say We have a new fajita platter with steak, peppers and onions. It comes with any one side. Would you like to try it tonight? When taking the guest s order, there are three goals: We want to be sure that we get everything the guest orders into the register completely and accurately. This is done by giving the guest your undivided attention. 1.2
We want to be sure that guest is ordering what they really want. Sometimes guests do not completely understand the menu and may think they are ordering something other than what they say. An example would be a guest who orders a chicken breast meal. They could expect bone-in chicken while you would think boneless chicken breast. Keep the unexpected from happening by asking clarifying questions. Some examples: Did you want the boneless, skinless chicken breast or the white meat quarter chicken meal? Did you want gravy on your mashed potatoes? Did you want the rice bowl with beans and chopped chicken breast or the meal platter with a side and a roll? When tropical starters are ordered ask Would you like the fried yuca sticks now or with your meal? We want to be sure that anything the guest may want as an accompaniment is offered in case they hadn t thought to order it. This is not a hard sell opportunity. If the guest has ordered a meal without a drink, you would be to ask if they would like anything to drink with their order If one side is ordered, you would ask if they wanted a second side for a dollar more. Note: If Sangria is ordered, it will be prepared by the expeditor. Let them know immediately when Sangria is needed. Say, May I have a pitcher (or glass) of Sangria, please? Special Handling of Beer and Wine Beer, wine and Sangria all require special handling. Before performing the cashier function without supervision, you will receive special alcohol handling instruction and will take a test indicating that you understand. Every quarter, there will be a refresher class in handling alcoholic beverages. A guest must be over 21 to consume beer, wine or Sangria. When a guest orders an alcoholic beverage you must verify the age of the person who will be drinking the beverage. If the person does not clearly appear to be over 30, you must request picture ID. The register will automatically provide the youngest eligible birth date. If the guest is under 21, you must politely refuse to sell him/her alcohol. Say I apologize but you must be 21 or older to purchase or consume alcohol. You must also politely inform the guest that beer, wine or Sangria must be consumed entirely on premises. We are unable to provide take out service of alcoholic beverages. Say Before I serve you beer, wine or Sangria, I would like to be sure you are aware that we cannot package it for take out. All alcoholic beverages must be consumed in the restaurant. Never serve alcohol of any kind to a guest who appears to be intoxicated. Call a manager for assistance in this situation. If a guest appears to be intoxicated when ordering an alcoholic beverage say Excuse me one moment, please. I need a manager to help me. Repeat the order then Complete order by suggesting something to complete the meal Say: That s two quarter chicken meals with rice and beans. How about some plantains with that? OR offer a Dessert OR Tropical Favorite OR Tropichiller. Read the order you have entered back to the guest. Read it slowly enough so that you are understood. Stop to clarify again if you feel something is unclear. Say I have one quarter chicken meal with corn and Caesar salad, one regular chicken Tropichop with white rice and red beans and two fountain drinks 1.3
Offer an item to complete the meal. Choose one of the following: If no sides were ordered, offer a side If no drinks were ordered, offer a drink If no desserts were ordered, offer a dessert. If no appetizer was ordered, offer an appetizer. Always offer a specific item. Use a word to describe the offering. Say: Would you like some crispy fried yuca with your meal? Would you like some hot seasoned curly fries with your meal? Would you like a glass of iced tea with your meal? It is only necessary to offer one item. Never antagonize a guest by making multiple, automatic suggestions. Enter the table number and give the total If this is a dine-in order, enter the table flag number. If the guest does not have a table flag or does not remember the number, give them one. No special entry is needed for a carry out order. Give the total using the word please. Say, That will be $9.53, please. Take payment and give correct change with receipt. First say, Call out the denomination of the bill received from the Guest That s $9.53, out of $20.00. Then say, Count the Guest s change back; coin first then each bill denomination. $10.47 is your change; here is $.47 and $10. First If a credit card, ask the guest to swipe the card. Tell the guest if the swipe worked by saying It s processing now. If the guest hands you the credit card, swipe it for them on the guest terminal. Give the guest the receipt. Ask him/her to place the receipt on the table Handling Credit Card Payments Then Be sure to ask for a signature if the signature line prints. Keep the merchant copy of the receipt. Give the guest the guest copy of the receipt. Ask him/her to place the receipt on the table Serve cups, drinks, beer and wine. Serve the drinks as ordered. If more than 2 beverages are ordered, offer the guest a tray to carry the drinks. Carry out guests should be given the cardboard carrier. Dine in guests should be given the bamboo tray. 1.4
Never touch the rim or the inside of the glass. When serving drinks, always handle cups and glasses by the bottom third of the glass or by the stem. Give the guest a cup for each fountain soft drink ordered. Invite the guest to take any premium bottled beverage ordered from the refrigerated case. Say You can take your Gatorade right from the drink display. Would you like a cup for that? Serve the beer opened and offer a glass. If bottled beer is ordered, remove it from the ice bucket, dry it lightly and remove the cap using the bottle opener. Say Would you like a cup for that? Serve the drinks as ordered. If more than 2 beverages are ordered, offer the guest a tray to carry the drinks. Carry out guests should be given the cardboard carrier. Dine in guests should be given the bamboo tray. Pour and serve individual glasses of wine immediately. If a glass of wine is ordered, lay box flat with the label up. Press in the perforated circle and remove. Lift up the perforated flap. Pull out the spout and slide it into the circle cutaway. Push the flap down to lock the spout in place. Remove foil pull tab from the spout opening and stand the box upright. To pour, place wine glass under spout and press the button. Fill the wine glass up to 1 inch from the rim. Once opened, place a day dot sticker indicating the expiration date. Shelf life: 3 weeks after opening. Note: Refrigerate white wine after opening. Do not refrigerate red wine. Sangria is mixed and served by the expeditor. If Sangria is ordered, let the expeditor know it is needed so it can be prepared immediately. Let the guest know we will bring it to the table. Ask how many glasses are needed for the Sangria and give those to the guests now. If the Sangria is finished before the guest leaves the register, the expeditor will bring it to the register. If this happens ask Would you like us to bring this to your table? Important: Remember verify the age of each person who will be having wine. Thank the guest and tell them what happens next. Say, Thank you. Help yourself to the salsa bar and drinks. Make sure your table marker is on the table and we ll have your food right out. OR Say, Thank you. Your order number is 123. Go ahead and get your utensils and sauces at the salsa bar. Joe will call your number over there when it is ready. If a guest orders just one item that is available to you, serve it immediately. For example, if a guest placed an order for a flan or a single serving of bananas, you would complete the transaction and then serve the item immediately. You could say, I will just go get that for you right now. I ll be right back. Be sure to tell the expeditor that the item is already served. You could say I already served the banana by itself. 1.5
OTHER THINGS TO KEEP IN MIND Smile and make eye contact. Behave in a genuinely friendly manner, smiling and using friendly facial expressions. The exceptional experience we want the guest to have begins with you. Do give the guest all of your attention. Don t carry on other conversations, play with your phone, arrange receipts or do anything other than listen and respond to the guest. Every guest must be greeted immediately upon approaching the register area. Immediately means within 2 seconds. Always have someone watching the register area. If you have to leave to restock, you must ask someone else to watch the register and greet the guest. NEVER say For here or to go? Always say Will you be eating here today? NEVER use the word No or We can t. Always tell the guest what you can do. For example, if a guest orders a quarter chicken with two sides, salad and plantains, you would NOT say You can t get plantains as a side. What you would say is The best way to do that is to ring up a quarter chicken meal with salad and plantains on the side. Is that good for you? NEVER argue with a guest, contradict a guest or make any gesture, expression or use any form of body language that is disrespectful to the guest. If the guest has a complaint, apologize and do whatever it takes to make him/her happy. Listen to the guest s complaint carefully. Say That is horrible! Then repeat the complaint back to the guest to check for understanding. Say You ordered white meat and got dark? Let me fix that. If you don t know how to fix it, tell the guest that the manager will help them and go get the manager. If food is brought back, never take it back to the line. First, ask the guest to keep it. Say, If I take it back, I will throw it away. Let me give you what you wanted and let you keep that too. If the guest does not want to keep the food, accept it from the guest and take it straight to the waste bucket 1.6
CASHIIER TRAIINIING OUTLIINE Preparation Before completing cashier training, team member must be certified on the line position. 1. Team member completes the cashier e-learning modules. 2. Team member completes the Responsible Vendor training. 3. Trainer discusses the position responsibilities a. Make guests feel welcome b. Take the order completely and enter it into the POS c. Take payment and give change d. Direct the guest to the next station 4. Watch the WOW video. 5. Review the LAST +1 Guest Recovery Process Presentation 1. Read the cashier steps of service. 2. Review the steps of service card 3. Show the team member where to get additional stock such as cups, lids, etc. 4. Demonstrate the cashier position by having the team member observe you as cashier for a lunch or dinner hour. 5. As business permits during the hour, discuss any questions the team member has. MGR Initials TM Initials MGR Initials TM Initials Performance 1. Allow the team member to perform the cashier duties. Observe all steps including the cash step. Jump in if necessary to perform a skipped step. 2. Step away from the line on occasion to discuss the team member s performance. 3. Continue to directly observe the team member s performance until all steps are used every time. MGR Initials TM Initials Follow-Up 1. Listen to the service steps with and without the knowledge of the team member. Give feed back based on performance. 2. If the team member misses steps, go back to the Performance step where the team member must perform under your direct supervision. 3. When the team member can properly perform the position, complete the signature portion of the position service steps outline. MGR Initials TM Initials I understand my first responsibility is to please the guests at all times. I understand these are the minimum levels of performance needed to please the guest. I understand how to do these things and acknowledge that I am expected to do these things with every single guest. Trainee Acknowledgement Team Member Print Team Member Signature Date Training Provided by: Manager Print Manager Signature Date 1.7
STATIION OBSERVATIION CHECKLIIST Upon completion of position training, allow the team member to practice and reach a proficient performance level. Observe the team member performing the position. In each performance area, mark the performance Meets or Does not meet the standard. Complete an action plan for any area that fails to meet the standard. Meets Does not Meet Team Member Name Employee I.D. Number Restaurant # Manager Date Completed PERFORMANCE AREAS Cashiier Certiifiicatiion Ensures workstation is clean and organized, front counter is clean. Greets each guest immediately in a genuinely friendly manner. Makes eye contact. Assists the guest in making choices. Is able to explain the menu and answer any questions. Takes the order, rounds it out by suggesting missing items and repeats the order to the guest. Offers appropriate sauces. Accepts payment efficiently and accurately. Gives change accurately. Gives the guest the receipt. Follows all procedures regarding alcohol including verifying age, proper preparation of drinks and serving of bottled drinks. Explains the use of the table numbers and what happens next. Directs the guest to the drink station and salsa bar. Thanks the guest. Follows all cash handling procedures including making drops if cash link, asking for drops if not, handling of incorrect orders, etc. Exhibits guest focused behaviors such as smiling and making eye contact, behaving professionally, greeting guests. Is able to handle guest complaints and knows when to get a manager involved. Uses spare time effectively to clean and restock the work area or assist other team members. Communicates and interacts effectively with other team members to maximize efficiency and speed of service. SCORE = Certification Requirement: Must earn MEETS STANDARDS performance level in 9 of 10 areas to be certified. Team Member Acknowledgment of Training Training Provided by: Team Member Print Team Member Signature Date Manager Print Manager Signature Date This manual is the property of Pollo Tropical and cannot be used without written consent. 1.8 Pollo Tropical Elevated Manual Position Guide Cashier