CONTENTS
skating program
manager’s guide
INTRODUCTION
FOUR STEP TRAINING METHOD
GETTING STARTED: THE KEYS TO DEVELOPING A SUCCESSFUL SKATING
PROGRAM
DRIVE-IN “ROLL READY” FACILITY CHECKLIST
SKATING EQUIPMENT AND UNIFORM
RECRUITMENT OF SKATERS
SKATING AND TRAINING CERTIFICATION PROCESS
SKATING CARHOP STATION AND SAFETY CHECKLISTS
KNOWING THE BASICS OF SKATING
SCHEDULING OF SKATING CARHOPS
MAKING SKATING FUN AND REWARDING
THE ROLLER SKATING INITIATIVE AND EMPLOYMENT LEGISLATION
SUMMARY
1
INTRODUCTION
As Sonic continues to grow its business and strive for our mission to “Become America’s Most
Loved Restaurant Brand”, it is becoming increasingly important to understand and deliver on
the needs of our guests. Based on consumer feedback from FanTrak, (Sonic’s Guest Response
Satisfaction Program), guests have indicated strongly that they enjoy our Skating Carhops! In
response to this, Sonic has developed several tools to support you with either enhancing your
current skating program or implementing a skating program for the first time in your
drive-in. The information* found in this Manager’s Guide, along with the Skating Carhop STAR
Guide, Skating e-Learning course, and Skating Carhop Training Video, will provide you and your
drive-in with the valuable tools needed to help support the execution of a safe and long term
successful skating program!
*Sonic Industries (SI) is providing these materials for the convenience of its franchisees. SI
has not undertaken an analysis of the specific safety needs or safety hazards at each facility.
Accordingly, the materials must be executed and adapted to each franchise organization’s
particular company needs. Each franchisee is solely responsible for compliance with all applicable
federal and state laws. The materials are not a substitute for legal advice or other expert
assistance.
WHY IS SKATING IMPORTANT TO YOUR BUSINESS?
First, skating offers a visible and concrete competitive distinction to our brand. Think about it...
how many other Quick Service Restaurants have skating carhops? Skating Carhops are one
of our brand treasures! Skating affords Sonic the unique opportunity to “own” this part of the
business. Secondly, skating is nostalgic and fun! It creates enthusiasm for our products and
our specialized guest service. Most important of all, skating offers the opportunity for drive-ins
to increase sales as “speed of service” improves overall when products are delivered in a fast,
friendly, and efficient manner.
Fact: Drive-ins that skate on a consistent basis see significantly higher annual sales volumes
than drive-ins that don’t!
*All drive-in management are required to be certified in the Skating Manager’s Guide Sonic
e-Learning course annually. Passing Certificate of Completion should be on file in the drive-in.
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PREPARE: REVIEW ALL MATERIALS
The trainer must:
• Be well prepared, organized, and set-up for the trainees success!
• Have all materials ready in advance and be comfortable that you as a trainer
understand the materials as well as the required results. If not, then study and
practice before you train!
• Put the trainee at ease.
• State what the trainee will actually be doing.
• Explain the importance and relevance of the task(s).
DEMONSTRATE: SHOW AND TELL
• Through proper communications; VERBAL (What you say), VOCAL (How you
say it), and VISUAL (Show them), demonstrate the required procedure(s) and
expected results!
• Use simple words when explaining and keep them consistent to the training
materials.
• Explain step by step what you are doing as you demonstrate.
• Don’t assume the trainee understands, ask probing questions.
• Point out safety measures and possible difficulties.
PRACTICE: PERFORM WITH SUPERVISION
• Ask the trainee if they have any questions and if they are ready to try the task(s).
• Practice the demonstrated procedure(s) as often as needed to achieve the
required results! Remember repetition in training is the key to long term results!
• Stay with the trainee during their practice performance.
• Give feedback to trainee throughout the training process as to how they are
doing and provide positive or corrective feedback as needed.
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FOLLOW-UP: TRAINER TESTS FOR KNOWLEDGE
• “Check-Back” on the trainee often throughout the process and after the
training has been completed to ensure that procedure(s) as well as results are
ongoing as required!
• Have the trainee critique their own practiced performance.
• Provide any additional feedback – positives, opportunities, and end on a
positive.
• Trainee should be tested for skill comprehension by way of written testing and
proficiency testing.
• When ready, assign the trainee to perform the task(s) on their own.
Trainees only retain 20% of what they hear,
50% of what they hear and see,
but retain 90% of what they hear, see, and do!
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GETTING STARTED:
skating program
manager’s guide
THE KEYS TO DEVELOPING A SUCCESSFUL
SKATING PROGRAM FOR YOUR DRIVE-IN
As you already know, managing a successful drive-in requires your talent, focus, training efforts
and continuous follow-up to ensure that things are operating effectively day-to-day. Developing
a successful Skating Program requires this same investment of your time and attention. Like
many other areas that you focus on, this too will add value to your business.
There are several important KEYS to developing a successful “long term” sustained Skating
Program that you and your team will need to focus on and execute. These are outlined below . . .
Drive-in Facility - It’s important to do a visual check of the condition of your drive-in
from the inside to the outside. Walk the travel path of a carhop and visually check the
conditions of everything from your tile floors to the sidewalks and parking lot. Use the
“ROLL READY Checklist” provided in this Guide to review your drive-in and work with
your Multi-Unit Leader or Principal owner to make any corrections necessary before you
implement a skating program.
Skating Equipment – It’s very important that you have the correct Sonic approved
Skates and Personal Protective Equipment in good condition and quantities ready for
use. This information is further explained in this Guide.
Recruitment – Is always important in our business, especially in this case, you will need
to begin the process of recruiting individuals who not only love to skate, but skate
proficiently. It is much easier to recruit individuals who can skate well and teach them to
carhop than it is to teach a carhop how to skate.
Skating Carhop Training And Certification – This process, as outlined in this Guide, is
very important. Knowing your Skating Carhops are proficient in their skills not only as
a carhop, but also in their ability to safely skate, is critical to the safety and long term
success of any skating program.
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New employees are not allowed to skate during their first two weeks of employment.**
After this time period -- and before allowing an employee to become a Skating Carhop -employees must meet the following requirements in this order:
1. Successful completion of the Guest Service e-STAR Course.
2. Successful completion of the Carhop STAR Guide.
3. Successful completion of the Skating Carhop STAR Guide.
** Exception: Rehired employees who were previously certified as a Skating Carhop and who
have been gone less than 90 days are allowed to skate within the first two weeks after being
recertified by a manager.
Know The Basics Of Skating - It’s important that you and your management team
also understand the basics of skating so that you can be knowledgeable in the training,
inspection, and follow-up process for the Skating Carhop.
Make Skating Fun And Rewarding – As you already know, making the workplace fun
supports improved guest service and crew retention. This also holds true for supporting
your Skating Carhop staff. Providing recognition and rewards for their efforts is
important.
SAFETY! - The attention you and your team place on executing SAFE Skating practices
is very important to the return on your investment and the long term success of your
Drive-in’s Skating Program.
Skating Carhops should always complete the “Skating Carhop Station Shift Checklist and the
Safety Checklist” prior to skating on any shift.
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DRIVE-IN SKATING “ROLL READY”
FACILITY CHECKLIST
Prior to allowing anyone to skate at your Drive-in location you should examine your facility
ensuring that it is safe and ready for a skating. The inspection of the checklist items on the
following page along with corrections as necessary to any deficiencies will help ensure your
drive-in facility is safe and ready for skating.
An on-going monthly inspection of your drive-in using the “Roll Ready” Facility Checklist is
required to ensure your drive-in stays safe for skating.
DRIVE-IN SKATING
“ROLL READY” FACILITY CHECKLIST
Prior to allowing anyone to skate at your Drive-in location you should examine
your facility ensuring that it is safe and ready for a skating. The inspection of the
following checklist items along with corrections as necessary to any deficiencies
will help ensure your Drive-in facility is safe and ready for skating.
Check
Off
Inspection Item (Before Skating Daily)
Carhop Station and Drive-thru floor in good repair, clean, dry, and free of spills, greasy buildup or debris.
Entryway foyer floor and door jams in good repair, clean, dry, and free of spills, greasy buildup or debris.
Carhop, Drive-thru, and Entryway foyer areas free and clear of boxes, clutter or any hazards (Exposed
floor drains, pipes or hoses).
Patio area clean and in good repair, no spills, greasy buildup or debris (no landscaping limbs, mulch,
rocks, cigarette butts or mints).
Sidewalks clean and in good condition, no large cracks or uneven pavement, no spills, greasy buildup or
debris (no cigarette butts, landscaping mulch, or mints).
Curbs or curb stops in good condition, no chipping up, no debris, swept clean.
Parking Lot clean and in good condition, no chipping or potholes, no large cracks or uneven pavement,
no spills or debris (no cigarette butts, landscaping mulch, or mints).
Drive-thru pad clean and in good condition, no grease build-up, no chipping or potholes, no cracks or
uneven pavement, no spills or debris (no cigarette butts, landscaping mulch, or mints).
Stalls power washed and free of grease build-up.
Stall & Patio menus in good repair with no jagged edges to get caught on.
Landscaping does not interfere with travel paths, sidewalks, parking lot or patio.
Back door area outside clean, dry, no grease build up, free of clutter and debris.
All hoses, bread racks, power washing tools stored and not in travel paths.
Drive-in Carhop Crossing signage in place at Drive-thru or Hop-thru.
Parking Lot, patio, and canopy areas well lit for skating at night.
Plenty of skates on hand, in good condition, and available in popular sizes.
Skate boots in good condition clean and sanitized, laces, wheels, stoppers, truck & cushion assembly all
in good condition.
All Skating Carhops Certified and in proper uniform as required.
All Skating Personal Safety equipment clean, in good condition and available. Including; helmet, elbow,
wrist, and knee guards.
Skating Personal Safety Equipment must be properly worn during Training and practice periods – Helmet, Elbow Pads, Wrist Pads and Knee Guards.
Weather Conditions checked daily – (E.G. no rain, snow or ice).
All management certified in the Skating Manager E-Learning Course.
No Skate Zones and Door Safety Tips decals in place.
Skating Safely Poster clearly in Carhop station.
GM/Partner ___________________________ Date __________ MUL _____________________________Date___________
FORM AVAILABLE ON PARTNERNET TRAINING PAGE.
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SKATING EQUIPMENT AND UNIFORM
See Carhop STAR Guide, Operations Manual and Employee Handbook for detailed Crew Uniform
Policy. Skating Carhops are to follow this policy, in addition to the areas outlined below.
SHOES
*Skating Carhops must bring their safety work shoes to work daily for wearing when roller skates
or inline skates are not in use. Skating Carhops are not permitted in the kitchen, prep areas, walkins, or stock room of the drive-in with skates on to prevent falls or accidents.
Shoes must be clean and in good condition. Shoes must be non-skid and recognized as a safe
shoe recommended for use in a restaurant. NO cloth or canvas shoes. NO high heels. NO opentoed shoes and NO sandals are to be worn in the restaurant. Shoes must have closed heel; no
open heel clogs, etc. Skating carhops are required to show up for their shift in non-skid shoes to
stock and clean their position prior to and after skating.
SKATES
For safety reasons, the only acceptable skates allowed for use in the Skating Carhop position are:
• Standard Quad Roller Skates (4 Wheels)
• Inline Skates (Roller Blades) (4 Wheels)
Skates must be of professional quality. All
other type skates and glider type athletic
shoes are not permitted. Skates must be
maintained in good working condition.
Management and Skating Carhops must
check all skates prior to being used each
day. This applies to the carhop’s personal
skates as well, if applicable.
To support the skating carhop position, drive-ins will have professional quality roller skates that
are properly maintained; recommended skate inventory is below. The drive-in should purchase
and own roller skates to ensure that they are of professional quality and are maintained properly.
Skates should be purchased from an approved skate equipment vendor. Professional quality
skates endure rigorous testing before being brought to market and feature properly designed
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durable components such as framework,
trucks and wheels that can not be found at
your local retailers. Skater safety should
always be a priority and with professional
quality skates this can be ensured. Note:
Sonic has negotiated a competitive rate
with RC Sports at www.sonicskates.com
(link available through PartnerNet). RC Sports is an approved Sonic vendor partner and is a
professional skating company that can furnish and service all of your drive-in’s skating safety
requirements. Sonic approved skates, wheels, skating safety equipment, maintenance supplies,
accessories, and skate training support are available from this company.
If you have individuals who prefer to use Inline Skates, it
is recommended that you purchase them, as necessary, in
Recommend Quad Skates
their specific size or follow the Personal Skates purchase
inventory:
option outlined below.
Quantity
Size
1
5
PERSONAL SKATE PURCHASE OPTION
2
6
Should your skating carhop(s) desire to use their own
2
7
personal skates, skates must be approved and deemed
2
8
professional quality by management as outlined previously.
1
9
A best practice to handling this is, in addition to your skate
1
10
inventory, to provide a skating allowance reimbursement
1
11
for the employee in the amount of the average cost of a
4 sets of Personal Protective
standard pair of skates purchased through sonicskates.com.
Equipment - 2 sets of Medium
To receive this allowance, the skating carhop should meet
and 2 sets of large and 1 Sonic
the following criteria:
Skate Maintenance/Tool Kit
• Be actively employed with the current drive-in for at
least 90 days
• Be a Certified Carhop
• Be fully Certified and proficient as a Sonic Skating Carhop
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MAINTENANCE OF SKATES AND PERSONAL PROTECTIVE EQUIPMENT
Skates and Personal Protective Equipment must be kept in good condition at all times. This
means that employees should never be required or allowed to use equipment or skates that need
to be repaired in any way; this includes skates with worn out toe stops, worn out wheels, etc. It
is management’s responsibility to ensure that the skates and equipment are properly maintained
and to discard any items that cannot be repaired. Skates and equipment requiring repair must be
reported to the appropriate manager immediately. A skate maintenance kit should be kept at the
drive-in at all times and consist of:
• Approved sanitizer
• Wheel bearing lubrication
It is required to have at least 4 full sets of Skating Personal
• Skate wrench
Protective Equipment on hand in medium and large.
• Toe stops (2 minimum)
PERSONAL PROTECTIVE EQUIPMENT
Regardless of whether you hire an expert skater or have carhops that are new to skating, their
safety is the highest priority. For this reason, during the Skating Carhop Certification Process,
which includes training, practice, and demonstration of skating skills,
Helmet
ALL participants are required to use Personal Protective Equipment,
outlined below:
Elbow
Pads
Skating Personal Protective Equipment at Sonic consists of:
• Helmet
• (Two) Elbow Pads
• (Two) Wrist Guards
• (Two) Knee Pads
Pending the approval of your franchisee organization and depending
on the level of confidence, skating experience, and the hazards
present at your facility, Skating Carhops can skate with or without
some or all of the drive-in’s Skating Personal Protective Equipment,
only after obtaining the Skating Carhop Certification.
Wrist
Pads
Knee
Pads
Approved
Roller Skates
and wheels
Soft Knee Pads are recommended to be worn under a Skating Carhop’s pants to provide ongoing
safety once they have completed the certification process.
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SANITATION OF SKATES AND SAFETY EQUIPMENT
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manager’s guide
Skates and Personal Protective Equipment must be kept clean and well maintained at all times.
Items should fit snugly but not tight. Any equipment requiring maintenance or repair should be
reported and not used until repaired.
SKATES: Use Sonic approved Skate Boot Disinfectant to sanitize skates after each use. Apply
spray to the entire inside skate lining and toe area. Each skater must furnish and wear a clean
pair of socks with skates.
SKATING PERSONAL PROTECTIVE EQUIPMENT: Elbow pads, knee pads, wrist guards,
and helmet can be washed at the kitchen sink (submerged in clean, cool, soapy water); rinse
items then submerge in sanitizer water for 15 seconds and allow to air dry. Clean sink thoroughly
afterwards.
RECRUITMENT OF SKATERS
How can your drive-in recruit and find the best applicants for the Skating Carhop position? There
are several ways . . .
1. Rather than trying to teach individuals that may not have experience with skating how to
skate, a very successful practice is to hire individuals that are skaters and teach them to
carhop.
2. Your local roller skating rink or skate park is a great source for talented skaters looking for a
job. Another opportunity with Roller Rinks is to sponsor a skating party at the rink, this gives
you a chance to pre screen and recruit on location, potential candidates for Skating Carhops.
3. You can also recruit for this position within your community. Sonic has a variety of materials
that can assist you in this endeavor. These include: banners, yard signs, receipt decals, pole
magnets, buttons and window clings. These materials can be found in the Smarter Media link
of the Sonic PartnerNet Franchisee HR Page.
4. Other resources include Job postings for the position. These can be setup in the “Are you
Sonic Good” recruitment website at areyousonicgood.com. You can explore local options such
as active recruitment at local churches, schools, colleges, job fairs, and apartments, etc.
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When interviewing individuals who are applying for a Skating Carhop position have them
complete the application process. In the interview, ask them some questions specific to skating to
help you gauge their experience level. Outlined below are some examples:
• Provide an overview of your skating experience.
• How long have you been skating?
• Do you rollerblade or roller skate? Which do you prefer?
• What is a T-Stance position?
• What does the Skating Position look like?
• Explain at least one method of Stopping?
DO NOT have an applicant demonstrate skating
skills (on skates) as part of their interview
process! This is to prevent potential injuries
and liabilities to the drive-in.
Recruit skaters to your drive-in and teach
them to Carhop! Skate Parks and Roller
Rinks are good resources for this.
Another opportunity is to promote from within. You may have crew members that love to
skate and that can be trained to perform Carhop / Skating Carhop skills. Never over-look this
possibility. For these individuals, you can offer: roller rink training, on-lot training, slow roll
bearings and Skate Mates Training Tools, (see sonicskates.com website for more information and
catalog).
SKATING AND TRAINING CERTIFICATION PROCESS
To become a Skating Carhop, the first requirement is to be certified and proficient as a Sonic
Carhop. After mastering this set of skills, Skating Carhop candidates are required to train,
practice, and demonstrate their proficiency as a skater to a member of management. This is
obtained as outlined below:
SKATING CARHOP CERTIFICATION REQUIREMENTS
• Carhop Certification! Individuals must have worked in the position of a Sonic Carhop, be
proficient, and fully certified as a Sonic Carhop prior to becoming a Skating Carhop. These
critical skills and guest service expectations will carry over to the functions of a Skating
Carhop.
• Successful completion of the Skating Carhop STAR Guide.
• Successful completion of the Sonic Skating Carhop Certification written exam.
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• Viewing the following Training Videos:
Sonic Safe Training Video Course
Joe Zacher Food Safety Training Video Course
Sonic Skating Carhop Training Video
• Practice time* Candidates need to be comfortable with not only skating at Sonic but also in
the ability to safely perform the duties of a carhop while skating.
• Successful completion of the Skating STAR Guide Proficiency Test*.
• Hands-on experience.
NOTE: Any time spent obtaining the Skating Carhop Certification needs to be included in the
employee’s weekly hours and compensated at or above the minimum wage rate.
As a reminder, all Sonic crew members must also be certified in Sonic Safe™, Sonic’s food safety
and sanitation program. To be certified, Skating Carhops must complete the Sonic Safe section of
the Carhop STAR Guide and successfully pass the Sonic Safe Certification Test.
*Regardless of whether Skating Carhop candidates are expert skaters or new to skating, for
safety during the training, practice, and demonstration of the Skating Carhop Proficiency
Certification, they must properly wear ALL of the required Personal Protective Equipment
outlined in the Skating Carhop STAR Guide and the Sonic Skating Carhop Training Video.
Make time in your Drive-in’s weekly schedule
for Skating Carhop Recruitment, Training and
the Certification Process.
Stagger your Skating Carhop Training and
Certification so you are not doing them in the
same time frame!
* Make sure your Skating Carhops
perform the “Skating Carhop Station
Shift and Safety Checklists” prior to
skating on their shift!
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SKATING CARHOP SHIFT STATION AND
SAFETY CHECKLISTS
The Skating Carhop Shift Station and Safety Checklists is provided in the Skating Carhop STAR
Guide. This checklist is to be completed by each Skating Carhop prior to them skating at your
drive-in on a daily basis. The intent is to provide a pre-skating visual check of the drive-in so the
Skating Carhops will be prepared for a safe and successful shift. Additional copies of this and all
station checklists are available on PartnerNet in the Training Page.
NOTE: Skating carhops must be trained for safety to always be aware and YIELD the right of way
to vehicles pulling in and out of stalls. Look down for cigarette butts, fallen Sonic® Mints and
debris, as these items could cause a trip or fall. Skating Carhops should always be aware of their
surroundings and keep stall areas clean!
* Use floor mats on slippery surface areas inside the
drive-in to prevent falls and keep skaters aware.
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SKATING CARHOP CHECKLIST
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OPEN (PRIOR TO BEING IN SKATES)
___
Follow all Sonic Safe Procedures.
___
Verify Changer starting Balance and set-up Head Sets.
___
Set-up sanitizer buckets with clean towels and proper sanitizer solution.
___
Check the paper in the printer, refill if needed.
___
Clean windows and doors.
___
Clean and stock restrooms as needed.
___
Clean all Menu Housings as needed.
___
Check to see if Order Buttons and PAYS System is working properly.
___
Check Patio Tables and Chairs, straighten and clean as needed.
___
Sweep lot, pick-up trash outside. Trash cans emptied; no liners showing.
___
Remove Trash from Planters.
___
Organize stock room.
___
Check condition of menus and lighting (inform manager if issue exists).
___
Close dumpster lids and gates.
PRE AND POST RUSH READY (PRIOR TO BEING IN SKATES)
___ Follow all Sonic Safe Procedures.
___ Carhop Trays (cleaned and sanitized).
___ Clean and restock station:
___ Napkins, SONIC® Mints, Salt and Pepper (PC Packets)
___ Wrapped Straws (2 sizes) ___ Wrapped Spoons (2 sizes)
___ Wrapped Forks
___ Sugar and Sugar Substitute
___ Pre-staged Wacky Pack Bags with Premium Toy
___ Ketchup ___ Mustard
___ Salsa ___ BBQ Sauce
___ Ranch Dressing ___ Creamer
___ Honey Mustard ___ Relish ___ Marinara ___ Wipe down, clean and sanitize work area.
___ Spot clean all windows and doors as needed.
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___ Assist with other position cleaning duties and equipment as needed.
___ Sweep lot, pick-up trash outside (as needed). Trash cans emptied; no liners showing.
___ Clean and maintain Skates and all Personal Protective Equipment.
___ Check Patio Tables and Chairs, straighten and clean as needed.
___ Bag trash. DO NOT take trash out back door after dark!
___ Complete the Skating Carhop Shift Safety Checklist.
CLOSE (REMOVE SKATES TO COMPLETE TASKS OUTLINED BELOW)
___ Follow all Sonic Safe Procedures.
___ Sweep lot, pick-up trash outside (as needed). Trash cans emptied; no liners showing.
___ Sweep floors as assigned.
___ Restock station, clean and sanitize Carhop Trays, polish equipment.
___ Organize area.
___ Turn in changer, verify Cash Bank with management.
___ Bag trash, but DO NOT take trash out back door after dark.
___ Clean and maintain Skates and all Personal Protective Equipment.
**** ALWAYS REMEMBER SAFETY FIRST AND THE 60/60 RULE!****
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SKATING CARHOP SAFETY CHECKLIST
Your safety is very important to Sonic and should always be “Top Of Mind!” Prior to skating on
any shift, you must perform a visual check of the following drive-in areas.
_____ Weather conditions clear? No skating during poor weather conditions (i.e., rain, snow, high
winds, or ice!)
_____ Carhop Station and Drive-thru Station stocked and ready with all condiments, dry, and free
of spills or debris.
_____ Entryway foyer, floor and door jams are clean, dry and free of spills or debris.
_____ Sidewalks and patio clean and in good repair, dry and free of spills or debris, no grease
build up (no cigarette butts, landscaping mulch or Sonic® Mints).
_____ Parking lot and drive-thru pad in good repair, dry and free of spills or debris, no grease
build up (no cigarette butts, landscaping mulch or Sonic® Mints).
_____ Stalls dry and free of spills or debris, no grease build up (no cigarette butts, landscaping
mulch or Sonic® Mints).
_____ Stalls and patio menus in good repair with no jagged edges to get caught on.
_____ Landscaping not interfering with your travel paths, sidewalks, parking lot or patio.
_____ Back door area outside is clean, dry, no grease build up, and free of debris.
_____ All hoses, bread racks, power washing tools stored and not in skating travel paths.
_____ Take notice of any sidewalks, parking lot and drive-thru pad cracks or potholes. Avoid
these areas until repaired.
_____ Report any skating safety issues to your manager immediately.
_____ Trash cans emptied and ready for use.
PRIOR TO SKATING, YOU MUST THOROUGHLY CHECK YOUR SKATING EQUIPMENT!
_____ Personal Protective Equipment required (during training and practice periods or as
needed), needs to be clean and sanitized: helmet, elbow pads, wrist pads and knee guards!
_____ Check your skates. Are they in good maintenance? Boots clean and sanitized, laces,
wheels, stoppers, and cushion assembly must all be in good condition.
_____ Are your skate boots properly fitting snug, but not too tight?
_____ Are your laces and / or boot straps tight and not protruding below your boots?
_____ No pants or loose clothing to get caught in your wheels.
_____ When skating, if you experience an injury, report this to management immediately.
_____ If skating at night, make sure you only skate in well lit areas!
_____ Know your drive-in well. No skating in NO-SKATE zones: Kitchen, Prep Areas, Stock
Rooms, and Walk-Ins.
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IMPORTANT: Any areas found unacceptable for skating need to be corrected prior to skating
on your shift. Any problems that cannot be corrected by you (such as cracks or potholes in the
sidewalk, parking lot, or patio) need to be brought to your manager’s attention immediately. You
should avoid these areas until they are corrected.
NOTE: For your safety, always YIELD the right of way to vehicles pulling in and out of stalls. Look
down for cigarette butts, fallen SONIC® Mints and debris, as these items could cause you to trip
and fall. Always be aware of your surroundings and keep stall areas clean!
*Regardless of whether you are an expert skater or new to skating, for your safety during your
training, practice, and demonstration of the Skating Carhop Proficiency Certification, you must
properly wear ALL the required Personal Protective Equipment outlined in the Skating STAR
Guide and the Sonic Skating Carhop Training Video.
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SKATING CARHOP PROFICIENCY CHECKLIST
Use the Proficiency Checklist outlined below and in the Skating Carhop STAR Guide to train your
skating carhop candidates and certify them. Use your Skating Carhop Trainer and Skating Carhop
Training Video to demonstrate proficiency skills. Additional forms are available from the Sonic
PartnerNet Skating page or on E-Learning.
SKATING PROFICIENCY CHECKLIST
Employee Name: _______________________________________________________
Drive-In:_____________________________________________
Skating Task:
S = SHOWN
P = PRACTICED
C = CERTIFIED
S
P
C
1. Follow Sonic Safe Procedures
2. Personal Safety Equipment in good condition and worn correctly
3. Skates are in good condition
4. Skates clean and sanitized
5. Skate laced and properly fit
6. Wheels properly adjusted/roll freely
7. Demonstrate proper “T” stance
8. Demonstrate proper “Skating Position”
9. Skate to vestibule/foyer and demonstrate proper stopping methods (Toe stop and T-Stop)
10. Demonstrate proper turning technique
11. Skate to door, bump door open and exit the building, stop on the patio
12. Pick up empty carhop tray and skate back to patio keeping the tray level in front of you
13. Skate down the sidewalk and step off the curb with an empty carhop tray level in front of you
14. Pick-up carhop tray with 2 drinks and food product, skate to the patio table and stop
15. Pick-up carhop tray with 2 drinks and food, skate down sidewalk and off the curb, stop at the menu
16. Skate back to sidewalk and step-up on sidewalk and back into the building
17. Skate around the parking lot; demonstrate stopping, turning and bending down to pick-up trash
18. Skate out to the parking lot with the Smile Tray and conduct 3 check backs with the customer
19. Observe skater deliver 3 drink orders and conduct transactions with the customer
20. Observe skater deliver 3 drinks with product orders and conduct transactions with the customer
21. Change to: Skating Carhop should be cross trained in at least one: Drive-thru, Switchboard, or
Expeditor stations
22. Skater needs to have completed Proficiency Checklists for those respective stations in #21 above
Employee Signature and Date: _____________________________________________________________________
Manager Signature and Date: ______________________________________________________________________
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KNOW THE BASICS OF SKATING
In order ensure the long term success of your drive-in’s skating program, you and your
management team will need to have an understanding of the basics of skating and Skating
Carhop skills. All drive-in management must be certified in the Skating Program Manager’s Sonic
E-Learning course.
SEVEN BASIC SKATING POSITIONS
There are seven basic skating positions: Standing, Standard Skating Position, Stopping,
Skating Forward, Skating Backward, Turning and Falling. It is important that skating carhops
familiarize and master all seven of these skating skills.
STANDING “T-STANCE” (ROLLER SKATES AND INLINE SKATES)
THE BODY POSITION: From a normal stance, with toes pointing
forward, take the left or right foot and turn it 90 degrees outward.
Skates should resemble the letter “T”. This is called the T-Stance.
Mastering this skill will help to prevent accidental loss of balance.
This position is very important and you should always use it when
standing idle!
STANDARD SKATING POSITION (ROLLER SKATES AND INLINE SKATES)
THE BODY POSITION: Stand up straight with the skates about shoulder
width apart; bend the knees. This creates a balance point. Elbows are
down by the side and slightly bent; lean forward slightly. You are now
ready to start rolling.
STOPPING
There are three basic maneuvers, plus one alternative method, that are
used for stopping.
METHOD 1: Use your Toe Stops on the front of your skates. To slow
down, from a forward motion, lift up the right or left skate and place it slightly behind you. Point
the toe towards the ground, placing a small amount of pressure onto the top of the toe stop. You
will slow down as a result of dragging and applying pressure to the toe stop and will be able to
come to a complete stop.
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skating program
manager’s guide
METHOD 2: The T-Stop, using the wheels to stop. Lift your right or left skate
and place it slightly behind you. Turn the skate so the toe is point­ing to the side;
skates will resemble the Letter “T”. Place the skate flat on the floor and apply a
small amount of pressure. You will slow down as result of dragging
and applying pressure on the wheels and will come to a complete stop.
METHOD 3: Stopping while skating in a backward motion. Skating backwards,
slightly lift your heels and let your toe stops hit the floor; keeping your knees
bent and remain in the basic skater position. You will slow down as a result of
applying pressure to the toe stops and will come to a complete stop.
REAR BRAKE (ALTERNATIVE METHOD): Rear Brakes are an optional item that can be added
to any skates. To slow down from a forward motion, lift up the ball of the foot and apply pressure
to the heel. The more pressure applied, the quicker the slow down occurs and you will come to a
com­plete stop.
STOPPING – WITH INLINE SKATES
There are two basic maneuvers:
METHOD 1: To stop, simply lift up the ball of the foot and apply solid pres­sure to the heel.
METHOD 2: Using your wheels, apply the T-Stop method that is outlined in roller skates
above.
SKATING FORWARD
Once you are comfortable with standing and stopping, it is time to learn the correct
way to skate forward. The body position: Begin with skates about shoulder width
apart with knees and elbows slightly bent.
RIGHT SKATE: Push down and out diagonally behind the body. Transferring weight
to the left skate, begin to roll forward slightly. As the body begins to pull away
from the right skate; continue to push using the big toe. The right skate will start to
come off the ground as the body rolls away from it. After the push, slightly lift the
right skate off the ground and bring it in towards the body. You are now back in the
starter position, rolling forward.
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LEFT SKATE: Push down and out diagonally behind the body. Transferring weight to the right
skate, begin to roll forward slightly. As the body begins to roll away from the left skate, continue
to push using the big toe. The left skate will start to come off the ground as the body rolls away
from it. After the push, slightly lift the left skate off the ground and bring it in towards the body.
You are now back in the starter position, rolling forward.
INLINE SKATING – FORWARD / BACKWARD
If inline skating, follow the basic procedures learned for roller skating forward / backward. The
exception is use the heel of the foot to power forward and backward instead of the toes.
SKATING BACKWARD
As you progress with your skating skills, it will be important to learn how to skate
backward. It is important to feel comfortable with the basic skat­ing methods before
trying to master this skill.
THE BODY POSITION: Begin with skates about shoulder width apart with knees
and elbows slightly bent. Important: Rotate your head, not your body, to the side in
order to see where you are skating.
RIGHT SKATE: Push down and out diagonally towards the front of your body. Your
weight transfers to the left skate as you begin to move backward slightly. As the body begins
to roll away from the skate, continue to push using your heel. Once the right leg becomes fully
extended, lift up the right skate and bring it back in towards the body. You are now back in the
starter position, rolling backward.
LEFT SKATE: Push down and out diagonally towards the front of your body. Your weight
transfers to the right skate as you begin to move backward slightly. As the body begins to roll
away from the skate, continue to push using your heel. Once the left leg becomes fully extended,
lift up the left skate and bring it back in towards the body. You are now back in the starter
position and rolling backward.
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skating program
manager’s guide
TURNING
When turning from a forward motion, start by looking in the direction you want to turn. Never
look down as it may cause you to loose your balance! Turning is a “key” element to skating and
helps to avoid potential obsta­cles and hazards. To turn from a forward motion, slightly rotate
and lean the shoulders into the direction you will be turning while at the same time transferring
your weight to the inside skate. It is important to maintain the roller skating starting position
throughout the turn. Leaning the body into the direction of the turn will naturally control the
skates into the desired turn direction. To turn from a backward motion, reverse the forward
turn position. NOTE: backward turns can be difficult and therefore only perform this move when
you have mastered the forward turn. Safety is always a first concern when performing skating
maneuvers.
BASIC FALLING
Falling is a skater’s worst fear. Despite taking all safety precautions, falls can and do happen.
Likewise, the cause of falls can be for various reasons, such as the skater’s ability, lot conditions,
weather related issues, etc. Although Sonic does everything possible to promote a safe and
hazard free work environment, there are certain things that your Skating Carhops must do as
well to protect themselves and others.
A REVIEW OF BASIC SKATING GUIDELINES
1. All skaters will be required to complete a Certification process. During this time, skaters
are required to wear Personal Protective Equipment. As their expertise grows, and after
passing certification, skaters will have the option of discussing with you whether required
continual wearing of all or part of the safety equipment is necessary. This decision should be
based on the Skating Carhop’s ability to skate and experience level, hazards present at your
facility, and your Franchisee’s policies. Note: For even the most experienced skaters wearing
Personal Protective Equipment can provide physical protection for falls.
2. Before skating, skates must be clean and in good condition. All parts should be in good
working order and skates should fit properly. Skates should fit snugly, but not tight. Skates
should also be laced correctly.
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3. Management and your Skating Carhops need to regularly inspect drive-in skating pathways
and parking lot to make sure they are free of objects that might cause falls. This includes:
trash, straws, Sonic® Mints, etc. Spills of food and drink are a hazard waiting to happen; clean
all spills promptly and correctly. The “Roll Ready Checklist” and the “Skating Carhop Station
Shift and Safety Checklists” have been designed to assist you in this process. Additional
copies of these documents can be obtained from the Training Page of Sonic’s PartnerNet Web
site and through Heritage Fulfillment at
(800) 888-4356.
4. Carhops/Skating Carhops should become familiar with the parking lot layout, stall numbers,
curbs, and all other conditions that could have a direct effect on their skating ability.
5. Practice is very important to building skating skills. The better skaters skate, the safer
they become!
6. Skating Carhops need to learn how to fall safely. If losing balance, avoid flailing arms and don’t
fight the fall as these actions could throw skaters more off balance and add to the impact of
the fall. To stand back up after a fall, start by lifting the right leg and placing the right skate
flat on the hard surface. Place hand on the knee and push down to lift body up. Keep going
until back in the skater position.
Make sure your Management Team and Skating
Carhops complete a shift inspection of the drive-in
prior to any skating activity using the “Roll Ready” and
“Skating Carhop Shift Station and Safety” Checklists!
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SKATING CARHOP SKILLS
skating program
manager’s guide
SKATING WITH A TRAY - Skating and running with a carhop tray are very similar. Keep one
hand under the tray for stability and use the other hand to keep the contents on the tray steady.
The faster the skater, the more unstable the tray will become so always keep a hand on the tray
for steadiness.
STEPPING ON AND OFF CURBS - Stepping on and off curbs can be difficult, especially when
carrying a full carhop tray. By staying in the basic skater position, skaters are able to maintain
their balance.
•Approaching Curb(s): Use the brake to slow down to a reasonable speed.
•Reaching Curb(s): Place one foot on the curb and step up slowly.
•Stepping Off Curb(s): Slow down before making the first step. Place one foot down and use
the back foot to push away from the curb.
AVOIDING OBSTACLES – It is crucial that the lot area and front drive-in area be kept free
and clear of all tangible items and debris. When skaters see an object, either skate around the
obstacle or select a different path to intended destination. If the object is removable, always take
time to pick it up and discard it properly.
If an obstacle is visible and skaters don’t have the time or opportunity to pick it up or take a
different path, use the skate brakes to come to a complete stop. After stopping, more time is
present to assess the situation and decide how to handle the obstacle. If necessary, and during
unsafe conditions, it is proper to discard the tray to the side to keep from falling. Safety is
always a primary concern at Sonic.
MOVING IN AND OUT THROUGH THE DRIVE-IN DOORS – As most doors are heavy, moving in
and out of the drive-in door(s), while skating and carrying food, can be difficult:
• Moving Out (exiting) the Door: Leaving with a tray, the skater turns around and uses their
back to press against the door. Push backward into the door to open it and then roll to the
side to exit the doorway. This is called “Bump and Roll”. Bump the door with the back and roll
away when there is enough room to exit.
• Moving Into (entering) the Door: To enter a door on skates; skaters use their free hand to
swing open the door. Keeping one hand on the door, enter the doorway.
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SLIPPERY SURFACES - If at all possible, avoid slippery surfaces while on skates. If skaters find
themselves on a slippery surface, slowly step, (do not roll) away from the slippery area onto a
dry surface. Keep knees bent at all times, and if possible, stabilize by hanging onto something
nearby. Note: clean skate wheels with a dry rag and make sure the slippery surface gets cleaning
attention.
NO SKATE ZONES - Important! Skating Carhops are not permitted to skate in “NO SKATE
ZONES,” these include the kitchen, prep areas, walk-ins, and stock areas. Managers should
not allow or require employees to skate during poor weather conditions, such as rain, snow,
high winds or ice. However, Skating Carhops are allowed to skate on concrete under the awning/
canopy if dry.
APPROACHING CARS - Approaching a car on skates is very similar to approaching a car on
“foot”; step carefully off the curb and be prepared to brake immediately. For safety, when
standing next to the vehicle, always stand in the T-Stance.
FALLING WITH A TRAY - Learning to fall correctly and safely is the key to preventing injuries.
It is important that skaters familiarize themselves with that “falling feeling” and not panic when a
fall is about to happen.
PARKING LOT MAINTENANCE - All crewmembers are responsible for keeping their work areas
clean. As a skating carhop, the drive-in lot is their work area. Debris on the lot and on the ground
should be picked up and or cleaned immediately. Never risk falling by rolling over something that
should have been picked up. Debris can be anything tangible such as Sonic® Mints, cigarette
butts, wood chips, twigs, leaves, and spilled food or drinks. Take a broom and dust pan out to the
parking lot and collect any and all debris that could cause an accident. When cleaning, use the
T-Stance position when stopping and bending over.
WATCHING FOR TRAFFIC - Never assume that the Sonic guest (the driver of the vehicle) is
always watching and aware of their surroundings. It is the skating carhop’s responsibility to
promote their own safety! When skating, keep speed low and always be alert. Skaters should
look both ways and look behind frequently to keep an eye on moving vehicles. Skaters, who find
themselves in a potential accident with a car, should do the following:
1. Use skate brakes as fast as possible and throw their tray to the side.
2.“Yell out” to the vehicle to make sure they see the skating carhop.
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Example - John Doe
GM/Partner
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1
Name
Initial/Date
Sonic Safe, Joe
Zacher & Skating
Carhop
View Videos:
Initial/Date
Skating STAR
Guide
Initial/Date
full protective
equipment)
Skating
Practice (in
Multi-Unit Leader
Initial/Date
Skating
Carhop
Certification
Exam
Initial/Date
Skating
STAR Guide
Proficiency
Test
Skating Carhop Certification Tracking Sheet
SONIC Skating Carhops ROLL!
Initial/Date
Skating
Carhop
E-Learning
Course
JS 06/2010
Initial/Date
CERTIFIED
skating program
manager’s guide
You are required to keep an updated Skating Carhop Certification Tracking Form posted of your
approved Skating Carhops. This needs to be reviewed and approved by your multi-unit leader.
The example form can be found on the Training page of PartnerNet and is available at Heritage
Solutions at (800) 888-4356. The e-Learning automated training tracking form can also be used
to post your drive-in’s approved skaters.
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SCHEDULING OF SKATING CARHOPS
SCHEDULING OF ALL SHIFTS - Guests have indicated that they love skating carhops and it is
important when scheduling to try and schedule skaters during all shifts and dayparts to allow for
this unique guest experience.
SCHEDULE SECONDARY RESPONSIBILITIES - To make the most
of your staffing, skaters can assume secondary responsibilities like
Drive-thru, Switchboard, and Expeditor.
Overlap the scheduling of Skating Carhops to allow rotation if
necessary, Skaters will need work up to a full shift in skates.
USING SMILE TRAY – Having an individual who can skate with the
Smile Tray to perform checkbacks is a great way to create guest
satisfaction and make the dining experience fun for our Sonic guests.
Include this item in the skating carhop’s practice routine.
Building your Skating Carhop Staff will take time, so be patient and
keep at it. Retention is very important!
When assigning work duties in the kitchen / prep / walk-ins / stock
areas it is important that skates be removed and replaced with slip
resistant shoes. Absolutely no skates are permitted in these areas!
These are NO SKATE ZONES. No over-lapping of duties in these areas
when skates are being worn.
REMEMBER SKATING IS NOT PERMITTED:
• When adverse weather or climate conditions prove dangerous.
Absolutely no skating during periods of rain, snow, high winds, or
ice!
• When a skater has been injured; either on or off duty.
• When a condition exists that could place Skating Carhops at risk.
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Schedule your Skating
Carhops time during
non-peak hours to
practice. Practice
is very important to
building better skating
skills!
Skating is not
permitted in the
Kitchen, Prep Areas,
Walk-Ins, and Stock
Room ~ we call these
NO Skate Zones.
Make sure your
Management Team
and Skating Carhops
complete a shift
inspection of the
drive-in prior to any
skating activity using
the “Roll Ready”
and “Skating Carhop
Station and Safety
Checklists.”
skating program
manager’s guide
MAKING SKATING FUN AND REWARDING
It’s important to make your drive-in fun and rewarding to work at. Employees who enjoy their
jobs, feel appreciated and are reward for their efforts are more loyal to their employers. The
retention of your staff will reduce your stress, improve productivity, lower your labor costs and
improve your overall service. The Skating Carhop position is as demanding as it is important,
and the retention of these team members is particularly important. You have an investment
to protect!
Providing Fun – Get involved with your Skating Staff to provide ongoing events at your drive-in
that highlight skating. “Fifties nights”, car shows and special Sonic events at your drive-in can
build sales while capturing the nostalgia and the talent of your Skating Carhop team. Remember,
a long term successful Skating program takes effort and will evolve over time as you and
your Management Team focus on it. Celebrate the success of your FanTrak and Mystery Shop
feedback with your entire team!
Prizes & Rewards - Provide rewards like movie passes or gift cards for individuals who are
positively mentioned in a Mystery Shop or Guest Response. A free meal, a Day Off Pass, or a My
Sonic Cards can also be a great reward idea to call out individuals who are setting the example in
your drive-in. Remember it’s a good rule of thumb that to change behaviors you need to reward
positive behavior changes, and skating is no different.
Compensation - Most Skating Carhops usually make better tips, but it’s important to think long
term. To build on the success of your Skating Program you may want to consider a pay increase
for Skating Carhops who have performed well and consistently skated on the shifts you assigned.
Look at 90-day and 120-day benchmarks to gauge this. Consult your franchisee for policies
regarding this.
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THE ROLLER SKATING INITIATIVE AND
EMPLOYMENT LEGISLATION
LEGAL DISCLAIMER
Sonic Industries is providing these materials for the convenience of its franchisees. The materials
must be adapted to each franchise organization’s particular company needs. Each franchisee is
responsible for compliance with all applicable federal and state laws and should consult with its
own attorney. These materials are not and should not be construed as legal advice or counsel.
With skating in the drive-in(s), there are several employment laws you need to be aware of.
The following is not an exhaustive list of employment legislation, but rather a summary of laws
that you may want to review as they potentially relate to the Skating Initiative. Additionally,
you should contact your HR professional or employment attorney for guidance when particular
situations arise with implementing skating in the drive-in(s).
WAGE AND HOUR LAWS
The federal Fair Labor Standards Act (FLSA) and state wage and hour laws establish a minimum
wage that all employees must be paid. One area that employers have to be particularly careful
about is deductions from wages if the deductions are considered to be for the employer’s benefit
(this includes requiring employees to pay for certain items even if no deduction is actually made
from the employee’s paycheck). Two types of deductions that frequently cause problems for
employers, and therefore are most closely scrutinized by the Department of Labor, are:
1. The costs of employee uniforms; and
2. The costs of tools that employees must have to perform their jobs.
It is likely that under the FLSA and state laws skates will be considered either part of a Skating
Carhop’s uniform or a tool necessary for the Skating Carhop to perform his/her job.
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skating program
manager’s guide
Employers who require minimum wage employees to wear a uniform or use certain tools to
perform their jobs must pay for and maintain the uniforms and tools. In addition, the employer
may not cut into the overtime compensation required by the FLSA in order to pay for uniforms
or tools. Even though an employee’s tips may bring the employee’s total earnings well above
the minimum wage rate, the employer is not allowed to require the employee to use tips to pay
for the uniform or tools. Workers who earn cash wages above the minimum wage rate may be
charged for uniforms or tools only to the extent that those charges do not reduce their wages
below the required federal minimum wage rate, and as long as any applicable state law does not
prohibit such charge. Source: National Restaurant Association; The Legal Problem Solver for
Restaurant Operators.
Franchise owners need to thoroughly understand the applicable wage and hour laws and should
consult with their legal counsel. Always ensure that your drive-in has an inventory of skates
sufficient to meet the needs of all Skating Carhops. If a Skating Carhop desires to use his/her
own skates, utilize the Personal Skate Purchase Option.
PREGNANCY DISCRIMINATION ACT
The Pregnancy Discrimination Act is an amendment to Title VII of the Civil Rights Act of 1964 and
will apply to organizations with 15 or more employees. There may be other applicable state laws.
Title VII’s pregnancy-related protections include:
1. Hiring
• An employer cannot refuse to hire a pregnant woman because of her pregnancy, because
of a pregnancy-related condition or because of the prejudices of coworkers, clients or
customers.
2. Pregnancy and Maternity Leave
• If an employee is temporarily unable to perform her job due to pregnancy, the employer
must treat her the same as any other temporarily disabled employee. For example, if the
employer allows temporarily disabled employees to modify tasks, perform alternative
assignments or take disability leave or leave without pay, the employer also must allow an
employee who is temporarily disabled due to pregnancy to do the same.
• Pregnant employees must be permitted to work as long as they are able to perform their
jobs. If an employee has been absent from work as a result of a pregnancy-related condition
and recovers, her employer may not require her to remain on leave until the baby’s birth.
An employer also may not have a rule that prohibits an employee from returning to work
for a predetermined length of time after childbirth.
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AMERICANS WITH DISABILITIES ACT (ADA)
The ADA (which applies to organizations with 15 or more employees) and other applicable
state laws (which may apply to organizations with at least 1 employee) prohibit employment
discrimination against “qualified individuals with physical or mental disabilities”. The law
prohibits discrimination in all employment practices and other employment related activities. The
ADA and related laws also require employers to “reasonably accommodate” qualified persons
with disabilities so that they can perform the essential functions of their job if they request an
accommodation and such accommodation does not pose an undue hardship on the employer.
OCCUPATIONAL SAFETY AND HEALTH ACT (OSHA)
OSHA requires employers to provide a safe workplace for all employees and protect employees
from known hazards in the workplace. OSHA also requires employers in the restaurant industry
to conduct a workplace hazard assessment to determine if hazards are present, or likely to be
present, which require the use of Personal Protective Equipment. Employers must take several
steps to comply with OSHA’s workplace hazard assessment requirement. These steps include:
1. Conduct a workplace safety hazard assessment for each Sonic Drive-in.
2. Verify that the assessment has been completed through a written hazard assessment
certification.
3. If the hazard assessment identifies hazards that require the use of Personal Protective
Equipment, the employer must select Personal Protective Equipment that will protect
employees from the identified hazard, communicate that selection to the employees, train the
employee in the use of the selected Personal Protective Equipment and require the employee
to use the Personal Protective Equipment.
4. Verify through a written document for each employee that the employee has received the
Personal Protective Equipment and training in its use.
You will find additional information regarding OSHA compliance and sample Workplace Hazard
Assessment tools and certification forms on the Franchise HR Page of PartnerNet.
These laws may come into consideration while recruiting, hiring, promoting, training and
transferring drive-in roller skating carhops. They could also come into consideration while
working through other employee issues. Please seek appropriate legal counsel regarding
particular employee relation circumstances.
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GUESTS WITH DISABILITIES
skating program
manager’s guide
There are many different types of disabilities that may require Carhops to provide special
assistance to Drive-In guests. These include, but are not limited to, speech, hearing, visual, and
mobility disabilities.
Carhops should be observant when a guest parks in a designated accessible space as these are
the guests who are more likely to require additional assistance. Additionally, other spaces should
also be observed for obvious signals that a guest needs assistance. Examples include:
a.Guest flashes car lights to signal attention
b.Guest honks the vehicle’s horn
c. Guest uses hand signs or hand movements to signal for attention
d.Guest is present at the menu board but is not speaking
Some guests with hearing or speech disabilities may need to communicate with the Carhop with
or without using speech. Their method of communication can vary depending upon the guest’s
disability. For example, some individuals are able to speak but are unable to understand spoken
words, while others may not be able to communicate using speech at all. When communication
using speech or hearing is not possible, communication can usually be achieved by gesturing or
exchanging written notes. Should a Drive-In guest need to communicate using pen and paper,
Carhops should provide a pen and paper to such guests to facilitate this process. Guests who are
blind or have low vision who are passengers may not be able to read the menu board. Carhops
should promptly read the menu to these guests.
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SUMMARY
There is no time like the present to bring forth the fun and enthusiasm for our brand at the
drive-in. By utilizing the skills of a Skating Carhop you are promoting quality products and great
guest service, two things that Sonic is known for! Build your business while focusing on one of
Sonic’s brand treasures. Use the tools and materials found in your “Sonic Skating Tool Kit” to
successfully roll-out or enhance your current skating program. These are:
•
•
•
•
•
•
•
•
•
•
•
MANAGER’S GUIDE TO SKATING
SKATING “ROLL READY” FACILITY CHECKLIST
SKATING CARHOP STAR GUIDE & CERTIFICATION PROCESS
SKATING CARHOP TRAINING VIDEO
SKATING CARHOP E-LEARNING COURSE
SKATING PROGRAM MANAGER’S CERTIFICATION E-LEARNING COURSE
SKATING CARHOP CERTIFICATION TRACKING CHART
SKATING CARHOP SAFETY TIPS POSTER
CERTIFIED SKATING CARHOP LAPEL PINS
RECRUITMENT RESOURCES
SKATING EQUIPMENT CATALOG
. . . and other support materials available from Heritage Fulfillment.
These materials have been designed to assist you and your crew in making the Skating Carhop
position successful. With your ongoing focus and follow through with the skating program, long
term success is inevitable.
Good Luck and Happy Skating!
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