Complete your Chick-fil-A hospitality training with these practice questions and answers. This guide covers extraordinary hospitality, core values, customer service, and operational excellence.
Q: what is hospitality ?
Answer: – it means ensuring your guest feel cared for, for example when someone makes eye contact, warm smile, genuine greeting that is hospitality
Q: Why say “my pleasure”
Answer: – based on the biblical principle of going the second mile based on Mathew 5:41, talks about when someone is forced to go one mile, go with them the second mile- Cathy saw employees saying ” my pleasure at a hotel, so wanted to incorporate that to the restraunt”
Q: hospitality
Answer: = recipe for service + 2nd mile service
Q: recipe for service
Answer: two parts:Core 4 + 2 required 2nd mile service behaviors
Q: Core 4
Answer: 1) create eye contact2) share a smile3) speak enthusiastically4) stay connected ( to make it personal)
Q: 3 required 2 mile service behaviors
Answer: 1. delivering meals for high-needs guests2. performing table touch- ins3. carrying large orders
Q: 2nd mile service is about being
Answer: 1. genuine(actively listening to guest, body language, eye contact full attention)2. proactive(anticipating guest needs, ex: holding the door for someone)3. personal(connect with guest, like remembering a guest meal)w/ guest
Q: why do all of this
Answer: because chick Fil a cares for each guest personally
Q: 2nd mile services ex
Answer: – remembering a guest name- genuinely listening to guest- providing a high chair- fond farewell in the drive-thru
Q: * show
Answer: honordignityrespect& positive influence on others
Q: when you go to chick fil a
Answer: you don’t just go get a salad, you as well get the service that comes with it
Q: company culture
Answer: founder Truett Cathy made the decision in 1946 to close on Sundays because having worked seven days a week for 24 hours, Truett saw it was important for closing sundry so that he and the employees could sed aside one day to rest and worship if they choose
Q: why closed on Sundays ?
Answer: Truett Cathy, opened his original diner the Dwarf Grill in the Atlantant suburb of Hapeville- Cathy founded and opened the first chick fil a in 1967 in an Atlantas Green briar shopping center- he viewed his business more than a source of revenue for him and his family, it was a source of enouragement to others
Q: Founder ? established when?
Answer: – giving people opportunities they need to succeed helps all of us prosper- he never went to college himself, so since 1973, he has given $35 million in college scholarships to team members of chick fil a who wish to pursue higher education
Q: why scholarships?
Answer: To glorify God by being a faithful steward of all that is entrusted to us. To have a positive influence on all who come in contact with Chick-fil-A.
Q: Corporate Purpose !!!!!
Answer: to be americas best quick service restaurant at winning and keeping customers
Q: mission statement
Answer: – customer first- personal excellence- continuous- improvement- working together- stewardship
Q: 5 Values
Answer: how we manage the opportunity of operations, our products, service, and cleanliness. Operations can also be thought of as productivity or simply being productive