Training SOC (Station Observation Checklist) Foundation Guest Expectations Defining Hospitality, Hospitality Standards c What is hospitality? Why is hospitality so important? c c 3 Creating Golden Moments What is a “Golden Moment?” How you would turn the following into Golden Moments: a customer walks in with a small child in their arms, a regular customer orders the same items every visit? What does it mean to say “Kids are the Stars?” How can you make a kid feel like a star? Hospitality is treating every customer like a special guest Every customer has special needs. Sometimes it’s more obvious than others: a mother trying to manage several small children while ordering or a visibly disabled person. Hospitality is important because customers will: • Respect you • Have confidence in you • Tell others about you • Come back again Anticipating what a customer might need, and then responding without being asked is what makes your service exceptional. Offer to help, and if you aren’t sure how, ask: • Would you like to be seated and I’ll take your order? • Could I help you with that tray? • Greet regular customers by name, if possible Hospitality standards A Golden Moment is an experience that results in a special relationship between McDonald’s and a customer. Golden Moments are not planned, they are created when you recognize an opportunity to do that little bit extra for a customer. What are the five hospitality standards? c 1 Genuine welcome and thank you How you would greet someone your own age and someone older differently? Make eye contact with each customer. Eye contact generates trust. Think about how you make eye contact when you are talking with a friend. Make each customer smile. Keep a smile in your voice, customers can hear it. Customize your greeting: • If you know the customer’s name, use it when you greet them. • Display courtesy and respect in different ways with different people. Older customers may appreciate a more formal approach than you would use with a younger customer. • When a child is with a parent, talk to the child and try to take his or her order, they’ll feel important. • Greet every customer with a warm, sincere greeting that welcomes them to McDonald’s. 2 Cleanliness • Keep your working area clean and inviting. Notify your manager if there are other areas that need attention. • Be aware of the cleanliness of the lobby. If you notice that tables need cleaning, trash bins are full, or the condiments area is disorganized, notify your manager. • When you arrive at work or when you use the restroom, pretend you are a customer and notice the cleanliness of the restaurant. If there are any areas that need attention, notify your manager. • Ensure that your uniform is neat, clean and wrinkle-free, and that you are well-groomed. In these situations, we get the chance to really impress a customer, and give them an experience that they will remember. An ordinary situation can be changed into a Golden Moment by how we handle the situation. • Hold the door for customers as you are entering the building to come to work, or if you are working in the lobby. • Handle special requests quickly and with a smile. Kids are the Stars. McDonald’s and kids have always had a special relationship. Kids should have a special experience every time they come into McDonald’s. To make them feel special: • Give kids a gift from Ronald if they don’t have a Happy Meal • Talk to kids at eye level • Greet kids separately from the parents and try to take his or her order, they’ll feel important • Hand kids their Happy Meals • Inform them of kids areas in the restaurant 8213281-4 June 2009 Proprietary Information. Unauthorized use is prohibited. ©2009 McDonald’s, Philippines revised May 2012. 1 of 4 Guest Expectations Hospitality Standards 4 Manager as a hospitality ambassador Give an example of how you can fulfill your supporting role as a hospitality ambassador. One of the manager’s key responsibilities is to serve as the lead hospitality ambassador for the restaurant. However, all employees are McDonald’s hospitality ambassadors. You play an important role in supporting the manager in creating a hospitable and inviting environment for every customer. To fulfill your supporting role as a McDonald’s hospitality ambassador remember these key objectives: • The customer is the number one reason why McDonald’s is in business. (Without happy McDonald’s customers, we wouldn’t have jobs!) • Treat every customer like a valued guest (the way you would like to be treated when you are a customer). • Look for opportunities to assist customers with special needs. • When in the dining room, always greet customers in a friendly and welcoming manner. • When serving customers, always follow all of McDonald’s service procedures. • When interacting with customers, always put your best face forward by having a smile on your face and a smile in your voice. c 5 Order accuracy What should you do if a customer complains about receiving the wrong food? What is the cost difference between a Quarter Pounder Extra Value Meal and an á la carte order of a Quarter Pounder sandwich, small fries, and a medium Coke? What are the customer request policies in your restaurant? How would you handle a request for extra condiments? Name three types of promotions. What are the current promotion(s) in your restaurant? Replacements Always double-check the order with the receipt, to make sure it’s right. You can also go the extra mile by knowing how to handle some common situations: • If the customer has mistakenly received an item that was not ordered, always correct the order and apologize for the error. • Ask your manager if your restaurant has any other policies about replacements. Never reuse or resell any items from returned orders, even if it looks like the item hasn’t been opened. Explain the differences Some customers might not know how to find the best value (ordering an Extra Value Meal vs. ordering only a sandwich). Substitutions • A customer may want to substitute one food item for another in a meal, such as a shake instead of a Coke. Or the customer may want to add an item, such as bacon on a sandwich. If there is a price difference, you must clearly communicate what it is and how it affects the total cost of the meal. • If a customer has a special request, look at this as an opportunity to customize their visit and give them exactly what they want. • Ask your manager or an experienced crew member to explain the customer request policies in your restaurant regarding substitutions and additions. June 2009, Philippines revised May 2012 Condiments • A customer may want extra condiments or condiments that aren’t normally served with a food item or meal. In most cases, you can satisfy the request at no extra charge. • In other cases, restaurant policy requires that you charge for extras. Give customers what they want, but also let them know that there may be an additional charge. • In the Drive-thru, ask customers what condiments they want. Condiments are given out by the presenter. • Refer to the Assembling Orders poster to identify which condiments come with items. It’s important that customers receive the correct condiments and utensils as well as napkins and food items. Promotions • Promotions change frequently. It is important for you to know what each promotion is about and what the value is for your customers so that you can communicate this extra value when customers place their order. • Examples of some promotions: – Food items/meals at a special price – Couponing – Special events in your restaurant • It is important for you to know what each promotion is about and what the value is for your customers. • For promotional games, know the general rules and regulations. If a customer needs more specific information, show the customer where the rules poster is located. • Toy selections included in Happy Meals are sometimes different for girls and boys. . • If a customer wants to substitute a toy, try to give them what they ask for. Attitude is contagious The customer is the most important person in our restaurant. • Without customers, we wouldn’t be here • Put yourself in the customer’s shoes. They may have had a bad day, need extra time to look at the menu, or be in a hurry • Don’t serve anything you wouldn’t serve to your friends • Clean, clean, clean—customers expect spotless surroundings • Go the extra mile. Your customers will appreciate your willingness to anticipate their needs and go beyond their expectations • Use your best judgment to satisfy an unhappy customer. You can make it right Remember, 80% of our customer’s experience depends on our attitude. These are some tips to help you spread a positive attitude: First, be aware of your actions and thoughts: • Don’t take things personally Then, choose to be positive: • Stay calm • Stay focused on your work Give positive feedback. Your customers and teammates will feel good and the positive attitude will continue to spread. 2 of 4 Guest Expectations Attitude and QSC&V Keep learning new stations. The more you can do in the restaurant, the better you’ll feel about yourself and the more valuable you’ll be to the team. When necessary, politely inform the customer that you need to get a manager to handle the situation. Here are some examples of when you should get the shift manager to handle the situation: • If there is a discrepancy over change issued to a customer • If a customer hands you a debit card or credit card • For refunds or overrings • When you receive serious food-related complaints such as undercooked food, alleged illness, or an alleged foreign object in food • When accidents or injuries occur on the property • If the customer asks questions about corporate issues • If a member of the media wants to ask questions about the restaurant or corporate issues • When a customer uses abusive language or becomes violent c How do you influence a customer’s attitude? Name two actions you can take to influence a customer’s attitude. • Always be polite. If a customer speaks to you in an unfriendly manner, don’t match his or her anger. Challenge yourself to turn the customer’s anger into a smile. • Don’t rush customers. • When a customer is placing a large order, listen to the full order before suggestive-selling or clarifying orders. • Handle special requests with a smile. c By following these guidelines and following the 4-step process to customer recovery, you ensure success in recovering all dissatisfied customers. c QSC&V Define QSC&V. What does value mean at McDonald’s? When you display hospitable attitudes and behaviors, you help your restaurant deliver outstanding QSC&V. Customer recovery From Ow! to WOW! What can you do to turn a customer complaint around? What are some common customer complaints that you should be able to handle? Give some examples of complaints you should ask your manager to handle. Occasionally, customers get upset and they might approach you with a complaint. If this happens, always stay calm, polite, and professional. Our goal with dissatisfied customers is to move them from Ow! to WOW!!! We call this customer recovery. When faced with a customer complaint, follow the 4-step process to customer recovery: • Listen – listen to the customer’s concerns • Apologize – sincerely apologize for the dissatisfaction • Solve – solve the situation to the best of your ability • Thank – thank the customer for their feedback Here are some examples of complaints you should be able to solve for the customer: • Provide a missing food item • Correct a wrong order • Replace a cold food product • Fix a sandwich if it was not prepared correctly • Offer to replace a spilled beverage What’s your role? Quality Service Cleanliness Value Delivering hot, fresh food accurately Treating customers like valued guests Keeping yourself and the surroundings spotless Giving customers their money’s worth If a customer returns an unsatisfactory product, place the product in the manager’s waste bucket. Never re-serve a returned product to another customer. After replacing an unsatisfactory food product, inform the shift manager so that the item can be appropriately recorded and follow-up can take place if necessary. Be sure to ask your manager if there are any special rules to follow in your restaurant when dealing with customer complaints. Know what situations you are empowered to handle and when you should ask your manager to handle the complaint. June 2009, Philippines revised May 2012 3 of 4 Guest Expectations Teamwork c Using teamwork to deliver customer satisfaction Describe three important ways to do your part. It takes all of us to make QSC&V happen. We all contribute to hospitality—not just the front counter and Drive-thru crew. Just as a sports team focuses on winning a championship, teams at McDonald’s focus on providing customer satisfaction. Do your part to ensure friendly service, good quality food, and clean surroundings. Host and Hostess You offer a helping hand to Drive-thru our guests. Lot and Lobby You serve about half of our You keep the restaurant customers. You give people clean and safe so customers what they want, fast. feel at home. Front Counter Your smile is included in the Help out where you can • When possible, look for opportunities where you can help people at other stations. You might wash trays for a grill person who’s running low, get fries out of the freezer for the fry station, or help to clean up a spill that happened nearby. Be sure to check with your manager first before leaving your station. • During rush periods, it’s important for everyone to pull together and lend a hand. • Support team members who may be having problems, like new crew members who are just getting the hang of things. • When someone makes a request, it’s often a good idea to repeat what you heard the person say, just to be sure. Then acknowledge the request. • Make suggestions. If you see the same problem occurring time and time again, tell your manager about it, and offer some possible solutions if you have them. • At the end of your shift, make sure you’ve cleaned and prepared your station properly, so it’s ready for the next person and looks just like you’d want it to be at the start of your shift. price of every purchase! The Grill Over 75% of our entrees French Fries come from the grill. McDonald's fries are famous! 7 out of 10 Prepping customers order our fries. Give everybody respect • People who work for McDonald’s come from all sorts of backgrounds and can have very different ways of seeing the world—diversity is one of our biggest strengths. Your co-workers might be different from you in a lot of ways. • Some differences are cultural: race, language, ways of speaking and dressing. • Some have more to do with personality: loud and boisterous, quiet and shy, friendly and outgoing. • Everyone, including you, deserves to be treated with respect, kindness, and understanding, no matter what their differences are. Assembly You create the great McDonald's taste, one sandwich at a time. Maintenance You keep our restaurant looking good and running smoothly. Chicken and Fish You prepare them hot and fresh as our customers expect. Recognize the good work of others • When somebody helps you out or does something that makes your workday a little bit easier, remember to say thanks. • When people do a good job, congratulate them. Do your part • Arriving to work on time is very important. If you’re late, your manager must reshuffle the team to cover your responsibilities. The whole restaurant can be held up. • Following procedures avoids delay, confusion, and wasted food. It also helps ensure food safety and quality. • Maintain your station, restock supplies, and keep your work area as clean as possible. • Even when you’re working your hardest, you may find yourself falling behind customer requests. When this happens, don’t be afraid to ask someone nearby for help. • Communicate to your manager when you are running low on products or when you know something that could affect the next shift. • When necessary follow the 4-step process to customer recovery. c Number of checkboxes missed ______. 100% needed to pass. Date Trainee name Trainer name June 2009, Philippines revised, May 2012 4 of 4 Trademarks The following trademarks used herein are owned by McDonald’s Corporation and its affiliates: Arch Card; Big Breakfast; Big Mac; Big N’ Tasty; Chicken McNuggets; Chicken Selects; Double Quarter Pounder; Egg McMuffin; Extra Value Meal; Filet-O-Fish; Golden Arches Logo; Happy Meal; MacFries; Made For You; McChicken; McD; McDonald’s; McFlurry; McGriddles; McMuffin; McNuggets; QSC; Quarter Pounder; The Golden Arches; Triple Thick. Confidential and proprietary information. For exclusive use of employees and franchisees of McDonald’s Corporation and its affiliates. This material contains confidential and proprietary information of McDonald’s Corporation and must be kept in a secure location. No material or information contained herein may be copied, distributed, or disclosed to anyone without the written permission of an officer of McDonald’s, or used for any purpose other than in furtherance of the business of McDonald’s. The unauthorized use of or disclosure of this information may lead to civil or criminal prosecution, as well as immediate termination of the franchise, employment, or other relationship with McDonald’s. ©2009 McDonald’s Corporation. Unauthorized use is prohibited.
