Training SOC (Station Observation Checklist)
Service
Dual Point
Order Taker/Cashier
Philippines Revised
December 2018
1 Wash hands
3 Receive Payment
Wash hands with AMH (Antimicrobial Hand wash) for minimum
20 seconds and air dry hands using hand dryer.
Target Cash Time: 10 to 15 seconds
2 Check Equipment and Utensils
Total order and inform customer of amount. Ask customer of
the payment mode politely.
Make sure all equipment and utensils such as OAT, KVS,
printer with paper are in good working condition, clean and
sanitary.
E.g. “Total bill is 120. Would you like to pay with cash or
card?”
3 Check Stocks
Cash Payment
Make sure sufficient condiment stocks are available for use.
Receive money from customer and repeat amount collected from
customer. E.g. I receive 1000 pesos. Call and inform the manager
to check large bill.
Order Taker/Cashier (3 E’s must be present
all thru out the transaction)
1 Smile and greet the customer
Smile and greet customer
immediately with a pleasant tone
of voice and good eye contact.
E.g. “Good Morning Sir / Ma’am ,may I
take your order”.
2 Take the order
Leave bills across the drawer until
change is given back to the customer
then put bills away and close drawer.
When returning change, state amount
returning to customer as handing out the
coins first then the bills.
Cashless Payment – Credit Card /
Debit Card transaction: (Use TSOC for
cashless procedures)
a. Press highlighted CASHLESS TENDER.
b. Call manager to do credit and debit card transaction
BOG Card redemption:
Suggest promotional products. Use hand gesture to direct
customers to CRT or order screen display.
Listen attentively to customer’s order and key orders into
POS. Repeat order and ask for clarification if unsure of order.
Listen for missing items and suggest sell or sell up for larger
size.
E.g. “Would you like to add a sundae with your meal?” or
“Would you like to large size your meal?”
Do ask if the order is for dine-in or take-out for easier and
correct punching.
Target Order Taking Time: 20 to 30 seconds
a Touch number of quantity on the screen corresponding to the
BOG card.
b Press 'BOG' button, then select the item on the screen to
highlight BOG.
c Press 'PROMO' button (the number of promo item is shown
as "nP").
d Manager swipes the card. Manager stamps "REDEEMED"
the BOG card(s) received.
e If the BOG Card does not complete the transaction, state the
remaining balance and ask the customer for another form of
payment.
Coupons and certificates:
A .Have an experienced teammate show you how to ring in
coupons, gift certificates or senior citizen on your register.
B. competitors’ coupons for similar items; treat them like a
McDonald’s coupon. If needed, ask the manager what item to
substitute.
Philippines Revised December 2018
1
Training SOC (Station Observation Checklist)
Service
Dual Point
Order Taker/Cashier
Philippines Revised
December 2018
Gift certificates: (Sodexho and McDonald's GC):
a Press Discount and coupon buttons."GC redeem P100.00" or "GC redeem P 1.00" depending on denomination handed by
customer, and call manager
b Swipe the Manager Swipe Card utilizing the card swipe device
c Manager enters Manager's ID and password, press enter.
d Enter the quantity of GC given, and press enter. 'PD BR' will appear on screen. NO CHANGE is given on unused portion.
Discounts (Senior, PWD, Employee Birthday Party, Employee Privileged)
a Press the corresponding discount button and call the manager
b Swipe the Manager Swipe Card utilizing the card swipe device
c Manager enters Manager's ID and password, press enter key.
d. For senior citizen/ PWD discount, enter how many senior citizen cards. Then select the order/ product for discount. Press ok.
d Register automatically computes the applicable discount.
4 Direct and thank the customer
Direct them to waiting area near the claim area. Point to the screen (ORB) when talking with the guest) and explain that their order
number will appear on the Order Ready Board as soon as the order is ready to be claimed.
Hand customer their receipt indicating their order number on it. Let customer know their number by saying : “ Sir/Ma’am, your order
number is 1-3-0. Your number will appear on that screen (pointing towards ORB) when your order is now serving”.
Use hand gestures to direct customers to designated waiting area. Say:” Sir/Ma’am, you can proceed to the waiting area first (point to
waiting area or anchor point).”
Note: Secondary Responsibilities- After order taking is finished , no
guest in line ,ensure to flex as presenter to expedite orders and can
handle unclaimed orders.
Handling unclaimed orders:
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After 15 to 30 seconds prompt customers by calling out the number in a loud,
pleasant tone of voice, making eye contact with the customer.
Call out the number the second time while making eye contact with the
customer.
Call out the main items in the order along with the order number and direct this
towards customers that appear to have been waiting the longest. Ask the
customers that have been waiting the longest to come forward and verify their
order.
Call for the GEL to look for the customers
Finally, if you are still unable to locate the customer leave the receipt by the bag
or tray to clearly identify the order at all times. (only for 5 minutes and repeat the
process). Give the pick ticket to the manager and move to the next order.
Philippines Revised December 2018
2
Verification Form
Service
Dual Point Order Taker/Cashier
Philippines Revised
December 2018
 1 Watch E-learning Dual Point System
Note: Place  or X mark in box if done
properly. File the form in the 201 file.
      2 Wash hands
First Box:
Second Box:
Third Box:
Fourth Box:
Fifth Box:
Sixth Box:
      3 Check Equipment and stocks
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
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POS Monitors and ORB Board
Printers with paper
Cashless Terminals
      4 Ask about current promotion and targets
Initial Training
FUSOC 1
FUSOC 2
FUSOC 3
FUSOC 4
FUSOC 5
      5 Smile and Greet the Customer
      6 Take the order and do suggestive sell or sell up
Listen attentively to customer’s order and key orders into POS. Repeat order and ask for clarification if unsure of order.
Listen for missing items and suggest sell or sell up for larger size.
      7 Receive Payment
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Check procedures on cash transactions
Cashless procedures
BOG/ GC
Senior/PWD/ any Discounts
      8 Thank the Customer
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Direct them to wait near the claim area (Points to the screen (ORB) when talking with the guest)
Explain that their order number will appear on the Order Ready Board as soon as the order is ready to claim from the claim
point.
Use hand gestures to direct customers to designated waiting area
Assessment Type  INITIAL TRAINING
Number of checkboxes missed __.
100% needed to pass.
TSOC Version Date:
Trainee Name/Sign:
Trainer Name/Sign:
_____________________
_____________________
_____________________
Manager Name/Sign:
Date of Verification:
_____________________
_____________________
Philippines Revised December 2018
FUSOC 1
 Passed
 Failed
FUSOC 2
 Passed
 Failed
FUSOC 3
 Passed
 Failed
FUSOC 4
 Passed
 Failed
FUSOC 5
 Passed
 Failed
Date:
Date:
Date:
Date:
Date:
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Trainee Sign:
Trainee Sign:
Trainee Sign:
Trainee Sign:
Trainee Sign:
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Manager Sign:
Manager Sign:
Manager Sign:
Manager Sign:
Manager Sign:
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