Chick-fil-A Corporate Statement
To glorify God by being a faithful steward of all that is entrusted to us and to have a positive influence on all who come into contact with Chick-fil-A.
Chick-fil-A Mission
Be remarkable
H.E.A.R.D. Model
Hear
Empathize
Apologize
Resolve
Delight
Core Four
Create eye contact, share a smile, speak with an enthusiastic tone, stay connected
Three types of Suggestive Selling
Proactive, add-on, upgrade
True or False: Peanut oil is used to cook our Waffle fries and Canola Oil is used to cook our Chick-fil-A Sandwich, Spicy Sandwich, Nuggets and Chick-n-Strips
False
True or False: Waffle Potato Fries should be held no longer than 5 minutes in the holding pan and 2 additional minutes when bagged/boxed.
False; five minute max
True or False: All stock items already in the Unit should be rotated and organized so the new product goes behind the existing stock, enduring the FIFO method
True
Last 3 things you need to do before leaving a Unit are:
Make sure power is off, secure money, secure doors
Correct temperature for milk and egg wash:
Below 40 degrees
Temperature of cooked chicken should be:
165 or higher
Four Areas of Operational Excellence
Taste, Speed, Cleanliness, Attentive and Courteous
Four Areas of Emotional Connections Marketing
Food, people, cows, influence
First Mile Service
Core 4
Recipe for Service
Core 4 ,2nd Mile Service, and emotional connection = raving fan
Creating Raving Fans strategy
Execute operational excellence, deliver 2nd mile service, activate emotional connections marketing
What does SERVE stand for?
See the future
Engage and develop others
Reinvent continuously
Value results and relationships
Embody vales
What is our first line of defense against food-borne illness?
Washing your hands
What is a Raving Fan?
Someone who comes often, pays full price, and tells others
2nd Mile Service
Going extra mile for the customer.
Examples: Holding door open for guests, walking guests to their car with umbrella
eRQA
The Electronic Restaurant Quality Assessment is a daily self-assessment that helps restaurants meet quality requirements all day, every day
ROE
The Restaurant Operational Evaluation is a third party evaluation designed to be a snapshot in time into execution of quality requirements. Quarterly evaluation is conducted unannounced.
What can a team member under 18 NOT legally do in the restaurant?
Deliveries of any kind
Borrow from other stores
Go on runs to the store
Must be on the clock for an hour before break
Name two facts about biscuits
The water has to be under 40 degrees
30 minute holding time
Tri-fold
Don't turn the cutter
With what do we treat our customers?
Honor, dignity, and respect
Who are high needs guests?
The elderly, handicapped, and parents with small children
Chick-fil-a Promise
We will provide our customers with quality products and service in a clean restaurant by meeting the requirements every time
5 Core Values
Customers first
Working together
Continuous improvement
Personal excellence
Stewardship
Where are the fire extinguishers located?
ABC- By the bathrooms, manager station, and kitchen.
K- HOH by the sink in the kitchen
How many nuggets go on a small, medium, and large nugget tray?
Small -64, Medium -120, Large -200
How many strips on a small, medium, or large strip tray?
Small - 24, Medium - 45, Large - 75
How many Minis in a small tray?
20
How many minis in a large tray?
40
How do you properly clean up a bodily fluid spill?
CONTAIN
1. cover bodily fluid and place wet floor signs.
2. triple glove, put on disposable apron
3. spray disinfectant on spillpads and surrounding area
4. Open bag, wipe spills, and dispose pads.
5. dispose one set of gloves
CLEAN
6. spray disinfectant
What is the ANSUL system and where is it located?
A grease fire suppression system // located BOH near machines and thawing cabinets
When should clear food service gloves be worn?
Preparing cooked/ready-to-eat food.
Removing trash.
Cleaning areas of the Restaurant.
Covering a bandaged cut on hands.
Covering a wedding band.
Covering gray cut resistant gloves.
Handling packaged food at outside sales events (due to guest perception of
When should yellow food service gloves be worn?
Worn only when working with raw chicken. This includes handling raw chicken filets, bags of raw chicken and designated metal raw chicken trays, metal pans and metal utensils.
Wearing yellow gloves serves as a reminder not to touch anything other than raw
When should gloves be changed?
Every four hours, if used continually for the same task.
To help prevent cross-contamination, be sure to always wash hands when going from one task to another and when changing gloves.
What information should appear on the label?
The date, name of product, and initial of person preparing product.
What should the temperature of the walk-in be?
35-38 degrees
What should the temperature of the freezer be?
-10 to 0 degrees
Should warm or ice-chilled water be used in making biscuits and why?
Ice-chilled water makes dough easier to handle and results in light, fluffy biscuits