Being a service crew is never easy and it will never be because you are working in a fast food chain, from the word itself “fast food”, so the service crews are expected to render fast and friendly service to customers. At the age of 18, I started working at Jollibee as a counter crew or commonly known as cashier. In my legal age, it’s my first time working in a food chain company. In Jollibee, service crews are assigned in different stations and most female crew are assigned as counter crew. If there is a new female crew and is assigned in the counter station, most of the time I heard other crews and mostly kitchen crews saying “hayahay kay counter na.assign”. What is it that makes the counter crew “hayahay”? When in fact whichever station you will be assigned, it will never be “hayahay”.
They might say that because they thought that counter crews are just simply taking the orders of the customers, but it isn’t because a counter crew is a whole lot different from other counters just like in the mall or grocery stores. The biggest challenge of being a counter crew at Jollibee is the shortages and the running time that you served each of your customers. We have this what we call TAT or Turn Around Time, it is only 90 seconds, which means that by the time the customer reaches the counter area your 90 seconds starts and it ends when the customer leaves the counter area with all the orders served. Another thing is, within that 90 seconds Turn Around Time, you have to execute the 7 key steps.
What are the 7 key steps?
1st – Smile and greet the customer.
2nd – Take the order and do suggestive selling.
3rd – Call out the order.
4th – State the amount of purchase.
5th – Receive the payment and give change, if any.
6th – Assemble the order.
7th – Present the order and ask for repeat business.
90 seconds or 1 minute and 30 seconds, can you do that? So, what is it that make them think that being a counter crew is “hayahay”? Another challenge is the shortages. Shortages often happen to new counter crews even to old counter crews, mainly because they only have 90 seconds running time and because they’re in a hurry they sometimes forgot to recount the change before giving it to the customer. In my case, I can’t even remember how many times I’d experienced shortages every time I do the cashiering procedure. This is how challenging a counter crew is, but I was able to experienced, take the challenge and surpassed all these until I slowly join the store’s core team.