Customer Service

Team Member Position

The team member plays a vital role in delivering the KFC brand experience by providing excellent guest service, preparing high-quality food, maintaining a clean and safe restaurant environment, and strict adherence to uniform standards and company policies including but not limited to no cellphone use during work hours, professional appearance, and proper uniform compliance. Team members are cross-trained to perform multiple positions including front counter, drive-thru, cook.

Key Responsibilities

• Guest Service & Hospitality
• Greet guests with a positive attitude and friendly demeanor.
• Take accurate orders, process payments, and ensure prompt service.
• Deliver food that meets KFC's quality and freshness standards.
• Maintain a professional appearance and follow uniform standards.

• Food Preparation & Safety
• Prepare and assemble food according to KFC standards and procedures.
• Follow all holding times, portion controls, and product rotation standards.
• Ensure proper use of equipment and report maintenance needs.
• Follow handwashing and sanitation procedures at all times.

• Cleanliness & Organization
• Maintain clean work areas including lobby, kitchen, restrooms, and exterior.
• Complete cleaning tasks and checklists as assigned by the shift supervisor.
• Follow waste management and recycling procedures.

• Teamwork & Communication
• Work collaboratively with team members to meet shift goals.
• Communicate effectively with supervisors and managers.
• Support other areas of the restaurant as needed.

Expectations:

• Greet Guests
• Every guest must be greeted with a warm, friendly smile and eye contact within 5 seconds of entering or approaching the counter or drive-thru.
• Use polite and positive phrases such as:
• "Hi, welcome to KFC! How are you today?"
• "Thank you for coming in! What can I get started for you?"

• Provide Efficient Service
• Take accurate orders quickly and confirm them clearly before processing.
• Maintain professionalism and a calm attitude, even during busy periods.
• Ensure that every order meets KFC quality and accuracy standards.

• Implement Upselling
• Offer guests value items or upgrades that complement their order, using suggestive selling language. Examples:
• "Would you like to make that a combo today?"
• "Would you like to add a dessert or drink to your meal?"
• "Our new chicken sandwich has been a favorite - would you like to try it today?"
• Upselling is not optional; it is part of our guest service standard and contributes directly to restaurant performance.

• Close with Appreciation
• Thank each guest sincerely and invite them back.
• Example: "Thank you for choosing KFC! We'll see you next time."