We know it’s not easy to be “warm and friendly” through a headset, but that is the challenge we’ve given you. Your role is even more challenging because you serve as both the server and cashier, so while you’re taking one guest’s order, you’re also taking payment from another guest, or giving them their food, all at the same time. Oh, one more thing: we’d love it if you can do that quickly so that our guests can get home or wherever they are headed as soon as possible.
Yes, we know that we’ve given you one of the most difficult roles in the restaurant, but we also know you can do it!! Just remember that you are the only “touch point” for our drive thru guests so it’s important that you ensure that they experience the same level of hospitality and service that our dine‐in guests experience (we’ve given you the in‐store server and cashier roles so that you understand exactly what this means).
You’ll achieve success if you are able to help our guests with any questions they may have about our menu when they are placing their orders, and then at the window, deliver them a warm smile and sincere “thank you” for visiting us.
Lastly, because they are drive thru guests, they may not realize that a lot has changed inside the restaurant. Use your interaction with our guests at the window to let them know that something is different inside, and invite them to give us a try dining in the next time they come to Boston Market.