Crew Trainer Class Discussion Flashcards
What is the goal of the course?
To gain additional KNOWLEDGE and SKILLS that will help you to be an effective crew trainer at McDonalds.
What is EOTF or Experience of the Future?
The Experience of the future will enable an easy, enjoyable, and PERSONALIZED experience for both our CUSTOMERS and our PEOPLE through multiple channels, with digital at it’s heart.
Modernizing the experience further through CONTEMPORARY and intuitive design, it will deliver great tasting FOOD and DRINKS that are made to order.
What are The 6 elements of EOTF?
GEL, Mobile App, SOK, TS (table service), SPLIT COUNTER, and MODERNIZED MENU BOARD.
What are the 4 platforms of EOTF?
MFY (Made For You)
BDAP (Beverage & Desserts As Production
MPS (Multi-Point Service)
OA (Order Assembly)
What is Made For You?
Food is being prepared to an actual customer demand, delivering each burger when only needed.
Burger production is initiated by the customer via KVS.
What is GEL or guest experience leader?
GEL interacts with our guest during all components of the guest journey in our restaurant.
They are our hospitality champions, putting our guests first.
What is McDonald’s application or mobile app?
An application that provides targeted offers and engagement opportunities with our customers to drive more guest counts in the restaurant
What is self ordering kiosk or SOK?
It is a modern and innovative way of giving our guest an easy, convenient, and personalized ordering experience that allows them to order at their own pace.
What is table service?
Creating more opportunities to engage our customers in new and more meaningful ways, accurate, fast, and friendlier.
What is split counter?
Split or open counter, differentiate our service area. Modern yet welcoming, this layout presents our guests with clear easy to recognize order and collect areas easy access from behind the counter for our staff to interact with our guest.
what is modernize menu boards?
make it easier for our guest to navigate to our menu and make choices by optimizing and simplifying our menu choices.
what are the danger zones?
Three or more orders in KVS monitor.
Three or more empty UHC slots.
what is the vision of beverage and dessert as production or BDAP?
To create a market leading beverage experience, and become one of our customers destination of choice for a great tasting drinks, as well as great tasting food.
How many percentage of customers order for the drinks?
75%
How many percentage of our sales come from drinks?
23%
How many percentage of customers order only drinks?
10%
What is hospitality?
Hospitality is the friendly reception and treatment of guests. It is the quality or disposition of receiving and treating guests in a warm, friendly and generous way.
what are the principles of hospitality?
Put guest first
Connect with the guest
Be authentic
Serve delicious food
What is the customers journey steps?
Approach
Order and pay
Collect
Stay and eat
Leave
What is order assembly?
It is a process that helps to support our business which adapts to EOTF and volume of orders in our restaurant.
What is RUV or rate your visit?
it is a multi channel feedback management platform developed to gather, organize, and present customer satisfaction based on most recent store visit / user.
what is guest recovery steps?
Listen attentively
Apologize while demonstrating understanding
Solve the problem. Make it right.
Thank the guest
How to produce quality ice cream?
proper air to mix ratio 60/40
Proper temperature of 16 to 18°F or -8 to -9°C
Draw rate Of 5 to 7.5 ounces in 10 seconds
60 ounce serving before mixed become soft
Recovery time one to two minutes
pull out every 14 days
To break bacteria, cycle
to Inspect parts condition
crew procedures
What is effective communication?
It is the art of transferring KNOWLEDGE and INFORMATION and thoughts from one person to another person.
It is a two way process, involves both how we SEND and RECEIVE messages.
What is VERBAL COMMUNICATION?
It includes appropriate words for explaining views to others.
What is NON VERBAL?
It includes body language and cues that are given off during hearing someone’s views.
what is feedback?
INFORMATION about a person’s performance that can be used as the basis for improvement.
What is coaching?
The process of helping another person develop their SKILLS and abilities.
what are the benefits of coaching?
Motivation
development
career
qsc
satisfaction
What is training?
TRAINING is program that helps employees learn specific knowledge or skills to improve performance in their current roles.
the action of TEACHING a person a particular skill or type of behavior
