Service Cycle Drive Thru Experience

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Drive Thru HOT usage procedures

Refer to the HOT Training Supplement May 2003.

Drive Thru Security

Keep window closed at all times and locked when booth is unattended.

Treat anyone walking through the drive thru as suspicious. Keep window closed and locked. If they want to place an order advise and/or indicate they need to go to Front Counter. Do not open window. Call Manager via headset.

Drive Thru external menu board rotation procedures

To rotate an external drive thru menu board, release the rotation lock first and then rotate the menuboard cabinet. The cabinet should rotate 180˚ and stop. If the cabinet rotates more than 180˚ (half a circle), notify a manager immediately.

Grill Orders in the Drive Thru

Follow up with the production caller (via the headset) to ensure a quick response. Our system can prepare grills quickly.

Soft Serve Desserts in a parked order

The correct procedure for handling cones and sundaes with parked orders is that they will be made up and taken out with the complete order, unless otherwise requested by the customer.

Tandem Face to Face Drive Thru Primary Order Taker Cashier Booth 2 Secondary Order Taker Cashier Booth 1

If in Tandem mode, the Secondary order taker in Booth 1 should be sending the customer forward to Booth 2 to place their order.

The Primary Order take in Booth 2 should assist by identifying, making eye contact and beckoning the customer to their booth.

Parking Cars

It is recommended to park cars if the order will not be ready to present within 10 to 15 seconds of the car arriving at the presenter’s booth and the next order is ready to be presented. The car should be parked immediately.

Parked orders should be delivered by someone other than a member of the drive thru team eg. the Service Manager, the Shift Manager or a designated team member. Be careful of moving traffic.

Products unavailable

Pre-assembly causes food to deteriorate in quality. If service slows down because fries or other products are not available, immediately tell the Shift Manager.

Receipts

Receipts must be handed out with every drive-thru order. Check that there is enough paper in the printer and you know how to refill paper when required.

Service Cycle Drive Thru Experience

Responsibility: Shift Manager must ensure procedures followed

Operational Procedures Sheet

OPS

McDonald’s is a registered trademark of McDonald’s Corporation and its affiliates.

Philippines revised: December 2010 Replaces:Australia November 2009 Page 1 of 5

Service Cycle – Drive Thru Experience Tab

Pre-requisites

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To be trained on Drive Thru, you first must be verified as competent on:

Restaurant Basics Customer Delight Basics

You should be able to demonstrate a basic level of competency on the following pre- requisite tasks:

Service Cycle (Front Counter or McCafe)

Customer Areas French Fries Important Note:

To use HOT (Handheld Order Taker), you must be trained on Violent Incident Management and Store Code using the Restaurant Basics Checklist and HOT Training Supplement for Restaurant Specific Hazards.

Hot Surfaces Manual Handling Hot Fluids/Steam Electricity Slippery Floors Hot Oil Moving Parts Moving Vehicles Exposure to Elements

Follow the OPS to control all identified hazards.

Report problems/hazards

Inform Shift Manager of any hazards, product or equipment problems. Enter all hazards in Hazard Log.

Potential Hazards

H

HAZARD

What our customer expects...

Experience time Fast

Accurate (including receipt and condiments)

Attentive, Friendly Service

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How fast?

The customer expects the drive thru to be fast.

Critical Standards Guidelines:

● Response time at order booth or speaker box - immediate.

● Presenter booth time - not to exceed 15 seconds

● Maximum customer experience time should not exceed 3 minutes 30 seconds (starts when customer enters Drive Thru lane and ends when Farewell Moment completed).

Identifies Additional Drive Thru Steps

Need to Knows

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In addition to the ‘Need to Knows’ identified on the Service Cycle - Front Counter Experience, the following apply:

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SERVICECYCLE – DRIVETHRU EXPERIENCE

What McDonald’s expects...

People are our number one priority Walk, don’t run

Ask for help when you need it

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Before you start...

Own appearance (as per Appearance Policy). Hand sanitation

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Service Cycle Drive Thru Experience

Responsibility: Shift Manager must ensure procedures followed

OPS

Philippines revised, October 2008 Replaces: Philippines Sept 2008 Page 2 of 5

Service Cycle – Drive Thru Experience Tab Goodbye

But ask the customer to move to the presenter’s window to receive their order.

Greeting

As soon as the vehicle stops

Clarify

order including any condiments, sauces, sugar, etc

Store order

●Total the sale and state the amount to the customer and hand out the

receipt (if applicable).

● Direct the customer to the correct window

●Depress the store button on the register or HOT to store

order.

Recall order

Press “D/thru Recall” button on POS to display order on cash register

Greeting

As soon as the vehicle stops.

Payment

Restate the amount and accept payment. Collect any coupon and store in cash drawer.

Present

Bags first, all logos toward the customer. If only one bag and drink then hand out in one motion.

Greeting Re-greet the customer

Payment

Hand out the ‘pick list’ or receipt (if applicable at this window) as you accept payment.

Collect

Obtain all product except soft drinks.

TLC

★

Order Taker Cashier

Runner Presenter

Goodbye

Ask the customer to move to the presenter’s window to receive their order.

Serve order Press

" S tore D / thru S“ o rder" key in the POS to indicate PAID . o rde r

Double check all bags

Verify order accuracy to the Drive Thru monitor (including condiments etc.) Place one napkin per food and drink item and bag.

Present customer receipt with bag (if applicable at this window). Co-ordinate soft drinks/straws if no drink drawer.

Check lids are secure on all drinks and hot drinks are safe in a two or four cup tray.

Serve order Serve orders off the Drive Thru monitor. Press SERVE button on park/serve bumper.

Clear order

Press appropriate button on POS to clear and take another order.

Order complete

When orders are complete, place them on assembly table sequentially as shown on the Drive Thru monitor.

Verbally state to the presenter by number that the orders are complete (leaving bag open for double checking).

If the order isn’t ready ... park the car.

The presenter is responsible for double checking

the order.

The runner is responsible for order accuracy

✶ The runner will determine when to ‘park’ a car and will direct the presenter to inform the customer.

Drink drawer checklist:

1 Look at the Drive- thru monitor to see what drinks are needed.

2 Communicate with the runner to co- ordinate drinks.

Assemble all shakes, sundaes, McFlurrys, cones and drinks.

Place drinks on the assembly table.

One or more drinks go in a two or four cup drink carrier. When handling straws, ensure fingers are placed in the center of the straws and not at the ends. All lids must be secured.

Co-ordinate drinks with the complete order for the presenter.

All hot drinks must have lids properly secured. All hot drinks must go into a 2 or 4 cup carrier/bag.

Recommendation:

Place condiments and utensils in bag when assembling order.

Happy meal boxes should be closed before serving.

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Use the dangle Bring customers to the

“Present” window more quickly by dangling the bag out the window.

Make sure that there is one napkin for each food and drink item in the order.

®®

NOTE: The runner should communicate with the Shift Manager when to flex in/out of tandem operations.

This should happen when there are 3-4 cars before the primary order point.

Napkins

Recommendation:

Hand out condiments (nugget sauces, sugar, Happy Meal toys etc.) to the customer in the car while waiting to receive the customer’s payment.

Drink Drawer

$

Clarify

order including any condiments, sauces, sugar, etc

INTERACT

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Service Cycle Drive Thru Experience

Responsibility: Shift Manager must ensure procedures followed

OPS

Australia version: November 2009 Replaces: August 2008 Page 2 of 4

Service Cycle – Drive Thru Experience

Greet the customer at the cashier window

Acknowledge the customer as soon as they stop at the cashier window. Greetings should be short and sharp and delivered in an enthusiastic and friendly tone of voice. Use one of the greetings listed below;

Take payment – CASH

Clearly state the order total, the money you receive from the customer and the amount of change you give to the customer. Lay any notes across the drawer until change and receipt has been given to the customer.

Take payment – EFTPOS

Press the EFTPOS key on the register, ask the customer for their card then insert and remove their card from the EFTPOS PINpad. Ask if the customer would like any cash out, enter the amount they specify (if any). Ask the customer which account they will be paying with, enter this into the PINpad.

If Credit:

1. Select ‘Credit’ account type.

2. Hand the customer the receipt and pen on a clipboard and ask them to sign.

3. Check the signature and if correct press ‘OK’ on the register to proceed (if signature looks different ask customer for other identiﬁ cation).

4. Return the card and receipt to the customer once the transaction has been processed.

If Savings/Cheque:

1. Offer the customer the PINpad and ask them to enter their pin number, maintaining contact with the PINpad at all times.

2. Return the PINpad to the PINpad holder/bracket.

3. Return the customer’s card and receipt. If the customer requested cash out, press ‘Amount Tendered’ to open the drawer, remove the amount

requested and hand to the customer with the receipt, clearly stating the amount. Close the drawer.

Direct customer to presenter window

Thank the customer and ask them to proceed to the present window.

CASHIER

(Time to cashier order - 15 seconds)

Receipts must be handed out with every order.

When entering the amount you receive into the register, use the second saver buttons like ‘00’ and

‘exact’ wherever possible.

Drop $100/$50 notes and excess

$20/$10/$5 notes into the drop safe.

Close and lock the window when no cars are in Drive Thru.

ORDER TAKER

(Time to take order - 25 seconds)

Drive Thru Total Experience Time – 210 seconds or less

Ask closed questions where possible to streamline the order process;

Will that be a large value meal today?

Is that Coke for your drink?

and enter number into register. Adjust order for vouchers, additions etc.

before you state the amount.

Greet customer

Greet the vehicle as soon as it stops at the COD with a warm, sincere, enthusiastic two-part greeting. Use one of the two-part greetings listed below.

Take customer order

Listen attentively to the customer as the order is placed, being careful not to interrupt. If you need to clarify an order, ask questions which require a yes/no answer.

Ask the customer if they require any condiments with their order, such as sauce with their McNuggets and enter into the register. If necessary, repeat the order back to the customer to clarify any details not clear such as special orders, condiments, etc.

State order total

State the order total and ask the customer to proceed to the cashier window.

Hello, that comes to

$5.65 thanks

Good morning, your order comes to $4.25 Hi, can I

please take your order?

Hello, what can I get for you today?

Hi, what would you like today?

Thanks, through to the

cash window please.

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COUPONS

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Service Cycle Drive Thru Experience

OPS

Never reuse or resell any items from returned orders, even if it looks like the item hasn’t been opened.

Bagging Drive Thru Take Away Orders

The objective when bagging is to ensure quality product is delivered to the customer in the appropriate size bag. At the same time, make sure that:

Filet-o-Fish burgers need special attention. With the high moisture content of the steamed bun, the burger will very easily ﬂ atten. These should be the last burgers placed in the bag and nothing (Fries, Pies, etc ...) should be placed on top of them.

Take Away Drink Orders

For orders of 2 or more drinks, use a cup tray. Make sure lids are ﬁ rmly on cups and then cups are seated ﬁ rmly in the tray. Add condiments, utensils, Happy Meal toys as needed.

Remember, if it is not right, don’t serve it.

RUNNER

Park the car if the order is not ready within 10 to 15 seconds of the customer reaching the presenter’s window

Soft serve desserts should only be made if the entire order is ready.

Assemble the Order

Assemble the customer’s order as quickly as possible using the order of assembly.

If waiting on a product, communicate the length of wait to the Presenter and ask the Presenter to ‘park’ the car. Never assemble orders unless they can be completely ﬁ lled.

Order of Assembly 1. Napkins/Straws

2. Condiments

3. Cold Drinks (if no Drink Drawer) 4. Hot Drinks (if no Drink Drawer) 5. Desserts (if no Drink Drawer) 6. Fries/Hash browns 7. Salads/Deli

8. Burgers/Nuggets/Mufﬁ ns

French fries are placed upright in the bag. Multiple orders of fries are bagged together in a separate bag.

All burgers are placed upright in bag and never on their side.

Hot and cold items are bagged separately.

Hotcakes and salad products must be placed ﬂ at in a bag.

Large burgers should NOT be stacked more than two high. Fitting more in the bag is possible, but the crushing of the lower burgers is severe.

Dispose of waste items according to your restaurant’s waste policy.

Ensure that ONE napkin is included for EACH food item.

A straw and spoon should be included for each drink and sundae ordered.

Place all food items and toy inside Happy Meal box.

Present Happy Meal to customer with box closed.

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Service Cycle Drive Thru Experience

OPS

Assemble drinks and desserts

Assemble the drinks and desserts using correct procedures. Ensure that all drinks and sundaes are capped correctly (especially hot drinks) and presented to customers in a correctly assembled cup tray.

DRINK DRAWER

Greet the customer

Acknowledge the customer as soon as they stop at the present window. Greetings should be short and sharp and delivered in an enthusiastic and friendly tone of voice. Use one of the greetings listed below;

Check the order

Check the completed order carefully, including condiments, grill orders, drinks and desserts.

Ensure that one napkin is included for each food item and that a straw or spoon is included for each drink and sundae. Ensure any condiments that have been ordered or that belong with products in the order, such as sauces, cutlery, tea bags, milk, Happy Meal toys have been included. Ensure all bags are neatly folded, lids are on properly and cup trays are assembled correctly.

Present the Order

Present the order to the customer with a smile, food ﬁ rst, drinks second, or together if possible. Make sure the correct size bag is double folded and presented with the fold away from the customer and with the arches facing the customer. Drinks and desserts should be properly capped and in a cup tray.

Farewell

Farewell the customer with a smile, eye contact and a warm, sincere, enthusiastic farewell.

Use one of the farewells below;

Serve off the order

PRESENTER

Enjoy your meal

Have a great day

See you next time

One napkin should be included for each food item Hello, are

you having a good day?

Hi, how are you today?

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