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10) Improving Frontline Service Times

UpdatedSeptember 26, 2025

Key	Action Steps
Energetic, focused manager shifts to frontline expeditor position	Manager keeps a balance between frontline and drive-thru Manager drives the business through coaching and praising successes Manager works with a sense of urgency and remains friendly with customers and crew
Store has proper staffing levels to fill frontline positions	Develop a daily guide of numbers needed to staff store for each day part Schedule each peak period using deployment planning sheets
Ensure that Backline Coordinator has par levels displayed on monitor and these are communicated to team	Use the Par level chart and Bin level charts daily to establish product levels Par level screen should be displayed on backline monitor at all times Have a “mini meeting” prior to peak periods to communicate everyone’s responsibilities to meet projections All team members should communicate on an ongoing basis with backline coordinator the specific levels of product on hand
All Managers and crew work from the speaker	Ensure that #2 and #5 are communicating
Have an “Ace” in positions 6 and 13	Ensure cashiers can immediately greet customers Cashiers must be knowledgeable about menu to answer questions fast Cashiers must be friendly, able to complete all steps in less than 60 seconds
Keep key positions locked down during peak	Positions must stay locked in their positions during peak Ensure a good pre-rush is completed so none of the positions leave line
Keep a good organization and flow	Place all tickets on a serving tray to be filled Place trays to the right of the register in the order they are to be filled Never allow more than 3 orders to be taken and not filled
Set measurable goals and celebrate successes	Communicate a measurable, realistic goal to team each peak period Challenge team to meet goal and celebrate when met Develop competition between other shifts and other stores
Teach the “Shift to Assist” method of deployment	Teach positions to shift over and assist other positions Highest numbered deployment position filled is most flexible to shift and assist Improving Staffing Levels

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