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ASSESSING & HIRING THE TEAM
ASSESSING & HIRING THE TEAM
ASSESSING & HIRING THE TEAM
ASSESSING & HIRING THE TEAM
ASSESSING & HIRING THE TEAM
ASSESSING & HIRING THE TEAM
Team Members may not understand the challenges of the “growth dilemma.”
New Team Members should be hired in advance of growth, but there isn’t enough business to support them. This means a restaurant does not have enough Team Members to serve new customers. This situation is called the “growth dilemma.” Explain to Team Members how growth will affect their hours and the need for their support of newly hired Team Members until growth comes.
Current Drivers feel they are losing hours when new Drivers are hired.
As sales grow everyone will get more deliveries, and for sales to grow the restaurant needs more Drivers. When there are enough Drivers, the restaurant will give great delivery service and customers will tip more often.
Current Drivers feel you do not have the shifts to give newly hired Drivers..
If you wait until sales grow to hire Drivers, inexperienced Drivers will be delivering orders. This frustrates the Drivers and can lead to poor service. While it may seem there are too many Team Members for the number of shifts, everyone will get enough hours as sales grow.
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New hires may be concerned about delivery-driving dangers.
Discuss the Realistic Job Preview with the concerned Driver or applicant. Emphasise that we teach that a delivery Driver should always avoid dangerous situations. An order is never worth putting one’s life at risk. When a Driver comes across a suspicious situation, we teach them to drive to a public phone in a well-lit area and call the restaurant. We would prefer that a restaurant manager call the customer to discuss the situation.
ASSESSING & HIRING THE TEAM
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You don’t have time to recruit and hire drivers.
You don’t have time to NOT recruit and hire Drivers. As sales grow, the time constraint only gets worse. Be more efficient in your recruiting process. Make sure you are not doing production that should be delegated. Practice good time management principles.
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Select Green candidates (on TMRI) for call centre operators.
Reviewing & Communicating
Pre-requisite: Copy of driver’s license essential before interviewing included with application form. Review the application before the interview. If the applicant is not qualified, advise him or her as soon as possible. Make use of the team member selection toolkit to review applicants. Ask an existing driver to join you to explain the reality of the job and actual benefits.
Making and Communicating the Decision: After making your selection decision, immediately inform the applicant by mail or phone.
Reminder
Select without regard to race, sex, age, national origin, citizenship, religion, disability, sexual orientation, or veteran status.
If applicant is not selected:
- Send the applicant a written notice by mail. Sample communication letters are provided in the next few pages.
ASSESSING & HIRING THE TEAM
- If the applicant calls, explain that based on all the information collected, the restaurant is not able to offer a job at this time, but the application will be kept on file.
- Thank the applicant for applying; never discuss the reasons for your decision. Never mention the applicant's scores from the team Member selection tool, interview evaluation, or reference information.
- Should an applicant request further information, explain that a variety of information is considered to determine whether or not there is a good fit between the applicant and the available position.
If applicant is selected:
- Call the applicant and explain the job offer.
- Describe the starting date, pay rate, work schedule and training.
- State that KFC will make accommodations necessary for persons with disabilities where applicable.
- Ask if the applicant accepts or declines the job based on your offer.
If applicant declines:
- Thank him/her for considering your restaurant as a place to work
If applicant accepts:
- Tell him/her to bring:
- Original printed documentation of proof of age
- Employment eligibility documents (e.g. work visa if applicable)
- Tax file number
- Bank details
ASSESSING & HIRING THE TEAM
- Bank details
- Obtain uniform size and order a uniform.
- Schedule inducation & complete the paperwork
- Provide more information on the company benefits, and career opportunities.
- Arrange for the new employee to attend the Team Member Orientation.
- File the application.
- Perform other procedures as necessary for your Region/Country.
- Advise payroll at least 7 days before the applicant works the first shift.
- Enter all employment details in the automated system.
Job description & responsibilities
There are 4 key roles in Delivery
- Dispatcher
- Driver/Rider
- Packer
- Phone Operator
Each one has an important role to play. Their key responsibilities and accountabilities are detailed out below:
Dispatcher:
- Can identify delivery locations within the trade area and determine the most effective delivery route.
- Completes cash out first and then gets the next assigned delivery.
- Follows check and credit card handling procedures when applicable.
Key Responsibilities
Before the shift
- Check team member uniform is complete and clean.
- Check that other delivery team members are prepared.
- Make sure each driver/rider has a delivery cash float.
- Check delivery dispatch area and other stations for proper supplies.
Job description & responsibilities
- Check product prep levels.
- Check all printers, computer terminals and telephone lines are in working order.
- Review the projected deliveries for the shift and the driver’s schedule, making changes if required.
During the Shift:
- Effectively dispatches orders by determining which orders should be delivered by which driver/rider
- Monitors and adjusts quoted times
- Ensures driver cash out and turnaround times (making a decision to meet the target). The target for an order to leave the restaurant no later than 7 minutes from the time that order was taken.
- Informs customers of delays
- Keeps team informed of performance for in-store time 7 minutes and Delivery under 30 Minutes.
- Ensures drivers are not dispatching themselves.
- Reminds drivers to verify “extras” (such as beverages, premiums)
- Pairs orders when appropriate.
- Monitors the rack times.
- Knows location and status of drivers.
- Is aware of traffic conditions, sales volumes, and other issues.
- Checks with RGMs periodically for additional needs.
Job description & responsibilities
- Informs the RGM of any potential problems faced by the driver/rider at customer’s door.
- Updates the Delivery Tracking charts.
- Helps to pre-identify the orders destinations on the map to speed up the driver/rider’s turnaround.
- Cash reconciliation of all drivers/riders, including paid out for petrol etc.
- Keeps the dispatch area clean and tidy.
After the shift:
- Make sure your area is clean
- Communicate status of the shift with the next delivery dispatcher and drivers/riders
- Make sure all drivers/riders have correctly registered their mileage
- All cash reconciliation for drivers/riders are completed and signed off by the duty manager
Driver/Rider:
Accountabilities
- Practices safe driving techniques.
- Is polite and courteous while making deliveries.
- Is completely familiar with the trade area.
Job description & responsibilities
- Can identify delivery locations within the trade area and determine the most effective delivery route.
- Completes cash out first and then gets the next assigned delivery.
- Follows check and credit card handling procedures when applicable.
Key Responsibilities
- Do a maintenance check on motor vehicle; full tank of gas, lights and signals working, tires properly inflated, Vehicles exterior and inside the delivery box clean and in good condition.
- Check that He/She wearing a complete and clean KFC uniform, including KFC logo cap, KFC shirt, KFC Jacket, KFC name tag and KFC trousers.
- Make sure that there is an Accident Report Form is in glove compartment or delivery bag.
- Get Manager/Dispatcher sign out for bike check
- Record starting mileage and get cash float
- Check that the following are available - Pen, leaflets, condiments etc.
During the shift:
- Ensure orders are complete.
- Easily identify delivery locations within the trade area and determine the most effective delivery route.
Job description & responsibilities
- Completes cash out first and then gets the next assigned delivery.
- Follows check and credit card handling procedures when applicable.
- Deliver orders to customers adhering to KFC safety rules.
- Put mailers on two nearby houses, if business volume permits.
- Check with Dispatcher/Manager for additional duties
After the shift
- Record ending odometer mileage and total mileage
- Cash off the float
- Clean the vehicle
- Clean delivery box and delivery bags as needed
- Communicate status of the shift with Manager/Dispatcher and in coming Drivers
- Check with RGM before clocking out
Driver/Rider safety
Never Speed - even if the order is late!
- Speed happens in the restaurant, not on the road.
- Speeding causes accidents and can result in termination
Job description & responsibilities
Plan Your Route
- Plan the route so you don’t have to look at a map while driving.
- Best way to get orders there quickly is by planning ahead.
- Use well-travelled roadways and the safest route.
- Watch out for neighbourhood activities.
- Focus down the road to spot hazards early.
Defensive Driving Tips
- Don’t tailgate. Follow 2 seconds behind the car ahead of you.
- Signal at least 5 seconds before turning.
- Don’t allow someone to stop your vehicle
Safety First
- Fill your vehicle with fuel before the start of a shift.
- Do not carry personal cash or wear jewellery.
- Never give a friend or a hitchhiker a ride.
- Carry a torch to help locate the address.
- Look before you get off your vehicle. Lock your vehicle when you get off of it. Walk quickly and stay alert.
Job description & responsibilities
- Never leave your vehicle running or the keys in it.
- Leave your vehicle’s bright lights on to illuminate the delivery path.
- Never park in a customer’s driveway.
- When you leave the customer’s home, have your keys ready, and get on your vehicle quickly.
Some markets also conduct Rider/Driver rally to reinforce the importance of safety. You can find related materials in the links below:
Rider Rally Trainer Presentation
Packer
Responsibilities
Before the shift:
- Check that their uniform is complete and clean.
- Make sure there are sufficient packing supplies are on hand.
Job description & responsibilities
- Make sure there are sufficient delivery bags/heated bags are available on the rack.
- Check that the product level is sufficient.
During the Shift:
- Pack food at the right boxes and packaging.
- Pack one order at a time. The target is pack as fast as possible. The pack time for all orders should not take more than 5 minutes.
- Pack orders in the delivery pouch/bag/heated pouch. The time allowed for that is 2 minutes.
- Place the heated bag on the pouch rack /shelf / speed rack
- Inform the dispatcher that an order is completed
- Help with other areas as assigned by the Supervisor/RGM
- Communicate the pack time randomly once 2 order or once every 5 orders at peak times
- Ensure the order bar is managed effectively and orders are in correct sequence at all times
- Keep the work area/pack table clean and fully stocked adhere to all KFC standards
After the shift
- Make sure your area is clean
- Communicate with the next delivery packer the status of the shift
- Check with the RGM before clocking out.
Job description & responsibilities
Phone Operators (For In-store order taking)
Responsibilities
Before the shift
- Check that their uniform is complete and clean.
- Make sure there are up-to-date menu codes, system codes, pen and calculators available by the phone.
- Find out what are the day’s specials, special promotions or coupons.
- Check that the product level is sufficient.
During the shift
- Answer the telephone before the 4th rings and take the orders.
- Process the order. 120 seconds is what we are aiming for talk time.
- Follow order taking procedures and perform an effective suggestive selling
- Repeat the order.
- Quote an accurate promise time.
- Thank the customer by name.
- Handle customer enquiries.
- Help with other functions as instructed by RGM when needed.
- Conduct customer survey and sells call back.
Job description & responsibilities
After The shift:
- Make sure your area is clean
- Make sure all your delivery duties have been completed
- Communicate with the next phone operator the status of the shift
- Check with the RGM before logging off and clocking out.
Delivery Manager
Given the importance and potential of delivery channel, it is strongly recommended to have a dedicated above store leadership – A delivery manager. This person should be carefully selected to ensure the success of delivery channel
Click here to download job description of delivery manager job description
Training & certification
Learning Zone
Please find the link to interactive training modules on delivery as below:
- Intro to Delivery.
- Delivery Dispatch Role.
- Driver Safety.
- Driver Hospitality.
- Driver Circuit.
- Taking phone orders
Click Here
Training & certification
Grooming and Uniforms
- Model dress code - According to Restaurant Team Guidelines.
- Provide an adequate inventory of uniforms. Make sure team members are in uniform at all times when in the restaurant and on delivery.
- Recognise proper grooming.
- Hair restrained and pulled away from the face
- Uniforms clean, pressed, and in good condition; wears cap and name tag
- Good daily hygiene
- Send improperly groomed team members home.
- Follow progressive discipline procedures for continued violations.
Situation Management
Handling Customer Complaints – “PLEASE”
Every Team Member should know how to win back a customer using these problem-solving principles.
- Use the “PLEASE” process to handle a customer complaint.
- Politely Listen to what the customer has to say - solving problems is easier if you find out what the problem is.
- Express Apology by acknowledging to the customer that something is not right. it is OK to say “We are sorry for any inconvenience we may have caused.”
- Satisfy with Extra by doing whatever it takes to make the customer happy - the customer may not always be right, but the customer is ALWAYS the customer. Offer a solution – Replace the order, a refund, or whatever remedy might be appropriate.
- Thank the customer for taking the time to tell us something is wrong - now we have a chance to fix it.
Inform the manager immediately. The manager should call the customer to ensure they were satisfied with the solution offered.
Even with all of our tracking capability, the best way to evaluate your service is to call your customers. Three reasons to conduct customer call backs are to:
- Evaluate your service.
- Follow-up on customer complaints. You should conduct a minimum of 2 to 5 call backs for every customer complaint received by the restaurant that day.
- Follow up on C.H.A.M.P.S. Service by calling customers at random to make sure they are satisfied. When calling customers who have complained, use the “PLEASE” approach to problem solving
Situation Management
Call Back Dialogue
The following dialogue is provided to illustrate an approach in making call backs to customers
Manager: "Hello, is this Mrs Herrera?”
Customer: "Yes."
Manager: "Hello, Mrs. Herrera, this is Kim from KFC. I am calling to check on your experience with your recent delivery. May I take a few minutes to ask a few questions?"
Customer: "I guess so, OK."
Manager: "Thank you. This won't take long. First of all, did you receive exactly what you ordered?"
Customer: “Yes, everything was there.”
Manager: "'Good, do you remember, Mrs. Herrera, when you placed your order, how long you were told it would take?”
Customer: "Yes, I do. He said it would take 30 minutes.”
Manager: "Good. Was the order delivered on time?”
Customer: "Actually, it only took about 25 minutes."
Manager: "Great! Just one last question, Mrs. Herrera. Was the quality of the Chicken to your liking?"
Customer: "Actually, it was really pretty good, and we all enjoyed it. I think it tasted so good because it was still hot."
Manager: "Thank you, Mrs. Herrera l I do appreciate your business. It's a pleasure serving you and your family. You are a great customer, and I do thank you for taking the time to answer my questions."
Situation Management
Customer: "No problem. Thank you for calling."
Manager: "You're welcome, Mrs. Herrera. Please call us again or come in soon. Goodbye."
Customer: "Goodbye."
Additional call back questions
- When calling, you can ask up to 3 questions. Choose from the questions listed below
- Did the order taker answer before the 4th ring?
- Was your order taken in a prompt, courteous manner?
- Was the order taker knowledgeable about products, prices, and promotions?
- Were you informed of an accurate delivery time?
- Was your order filled correctly?
- Was your order delivered on time?
- Was the rider courteous, professional, and friendly?
- How was the appearance and taste of your food?
- Was the quality of your chicken to your liking?
- Was the service you received satisfactory?
- When you received your order, were you thanked by the delivery rider?
- Will you call KFC for your next delivery order?
Situation Management
- I notice you had a coupon. Did you get it from:
- Newspaper ___
- In the mail ___
- Door hanger ___
- Other ___
- Make a personal connection if you recognise the customer's name or address.
- For example:
- "You order every week..."
- "You live in my neighbourhood..."
- "That's my favourite Burger…”
Emergency delivery operations readiness:
Occasionally automated restaurants suffer computer failures that may disrupt operations. One Best Demonstrated Practice of preparation for these occurrences is maintaining a Manual Operations Toolkit (or Crash Kit) in your restaurant.
The Manual Operations Toolkit should contain the following items:
- 6 solar powered calculators
- 1 box of a dozen pens
- Sequenced manual order pads (package of 6) with carbon copy
Situation Management
- Alpha Street Listing
- Pricing Chart
- Manual Dispatching Form
- Delivery Rider Reimbursement Form
- Manual DSC calculation
- If your restaurant loses your POS system for a period of time, use this kit for the tools to maintain service.
- Ensure that all management team members have access to the Manual Operations Tool Kit.
- Always restock the kit immediately after each use and keep it locked in the safe.
