Uploaded by Chris Evert Garcia

GuestExpectations TSOC May 2012

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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.
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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.
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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
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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
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