1234567890 - Amazon S3€¦ · 8. HANDLING COMPLAINTS When handling guest complaints, view this as an opportunity to retain individuals as Sonic guests! Following these guidelines,

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INTRODUCTION

FOUR STEP TRAINING METHOD

SWITCHBOARD RESPONSIBILITIES

HANDLING GUEST COMPLAINTS

ASSISTING SPECIAL NEEDS AND HEARING IMPAIRED GUESTS

SWITCHBOARD CHECKLIST

FINAL EXAM

CONTENTS

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INTRODUCTION

WELCOME TO THE SONIC STAR PROGRAMKeep in mind, as you follow this guide, that you are a team member, and as part of a team, you

are responsible for more than your own station. A good team member will learn how to help

other stations and strive to qualify for those stations as well.

In this STAR Guide, you will find information needed to work the Switchboard position at Sonic.

The Switchboard is not only where orders are taken, it is the first contact our guests have with

Sonic. It is important to respond promptly, within 10 seconds, and greet them in a friendly, polite

and helpful manner. A good way to remember these very important points is to treat your guests

in the same way as you would like to be treated.

To be certified in the Switchboard station you will need to complete:

• Guest Service e-STAR Course

• This Training STAR Guide

• Proficiency Checklist

• Certification Test

• Watch Training Videos

• Sonic Safe Training Video Course

• Joe Zacher Food Safety Training Video Course

• Hands on Experience

All Sonic crew members must also be certified in Sonic Safe™, Sonic’s food safety and sanitation

program. To be certified you must complete the Sonic Safe e-STAR Course.

See Guest Service e-STAR Course for Appearance and Uniform Standards

and Sonic Safe e-STAR Course for Sonic Safe procedures.

As you follow the entire training process,

remember the Sonic Mission Statement:

TO BECOME AMERICA’S MOST

LOVED RESTAURANT BRAND

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PREPARE: REVIEW ALL MATERIALSThe trainer must:

• Be well prepared, organized, and set-up for the trainees success!

• Have all materials ready in advance and be comfortable that you as a trainer

understand the materials as well as the required results. If not, then study and

practice before you train!

• Put the trainee at ease.

• State what the trainee will actually be doing.

• Explain the importance and relevance of the task(s).

DEMONSTRATE: SHOW AND TELL• Through proper communications; VERBAL (What you say), VOCAL (How you

say it), and VISUAL (Show them), demonstrate the required procedure(s) and

expected results!

• Use simple words when explaining and keep them consistent to the training

materials.

• Explain step by step what you are doing as you demonstrate.

• Don’t assume the trainee understands, ask probing questions.

• Point out safety measures and possible difficulties.

PRACTICE: PERFORM WITH SUPERVISION• Ask the trainee if they have any questions and if they are ready to try the task(s).

• Practice the demonstrated procedure(s) as often as needed to achieve the

required results! Remember repetition in training is the key to long term results!

• Stay with the trainee during their practice performance.

• Give feedback to trainee throughout the training process as to how they are

doing and provide positive or corrective feedback as needed.

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FOLLOW-UP: TRAINER TESTS FOR KNOWLEDGE• “Check-Back” on the trainee often throughout the process and after the

training has been completed to ensure that procedure(s) as well as results are

ongoing as required!

• Have the trainee critique their own practiced performance.

• Provide any additional feedback – positives, opportunities, and end on a

positive.

• Trainee should be tested for skill comprehension by way of written testing and

proficiency testing.

• When ready, assign the trainee to perform the task(s) on their own.

Trainees only retain 20% of what they hear, 50% of what they hear and see,

but retain 90% of what they hear, see, and do!

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SWITCHBOARD RESPONSIBILITIESIn the Switchboard Position, the tone of your voice plays a crucial role in effectively welcoming

guests to your Sonic Drive-In. It is important for the Switchboard Operator to display confidence

and familiarity with all products and the ordering system; this allows the guest to know that you

are willing and eager to take their order. An important rule to remember is “be friendly in your

greeting to the guest so that they can hear a SMILE in your voice.”

THIS IS ACCOMPLISHED BY:1. Adjusting your speaker volume and method to fit each guest. Note: Hold speaker button

down 1 second prior to speaking.

2. Respond to guest within 10 seconds or less.

3. When taking orders, express a “sense of urgency”, but do not rush. Likewise, never rush the

guest when they are placing an order.

4. When in doubt, ask questions for understanding or for clarifying an order.

5. If a guest is having difficulty placing the order, have a carhop or manager go to the car to

assist them.

6. Be aware that getting the details of the order right will ensure order accuracy.

THE ELEVEN STEPS OF SWITCHBOARD SERVICE ARE:1. Greeting the Guest

2. Recording the Order

3. Clarifying the Order

4. Suggestive Selling

5. Finalizing the Order

6. Close Order and Wrap-Up

7. Manual or Hand Order Taking

8. Handling Complaints

9. Patio Procedures

10. Special Requests

11. Phone Orders

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1. GREETING THE GUESTRemember to keep a SMILE in your voice! Greeting should be warm, friendly and clearly

understood. Greeting should include mention of Sonic and/or name of Switchboard Operator and

an offer to take guest’s order.

Sonic Standard is to respond to the guest within 10 seconds.

EXAMPLES OF ACCEPTABLE GREETINGS

“Thank you for making my Sonic your Sonic, may I take your order?”

“Thank you for choosing Sonic, this is ____” or “I’m ____, may I take your order?”

“Welcome to Sonic. This is ____, can I take your order please?”

EXAMPLES OF UNACCEPTABLE GREETINGS

“Order please.” WHY: Too short and curt

“Hi, may I help you?” WHY: Absence of Sonic Brand Identification

“Can I help you ma’am/sir?” WHY: Never refer to gender; you could guess wrong!

2. RECORDING THE ORDER1. Start the POS System by holding speaker button down 1 second prior to speaking.

2. Listen carefully to what the guest is saying.

3. Key the items into the POS system.

3. CLARIFYING THE ORDER1. Repeat the order to the guest for accuracy.

2. Clarify the order and “suggestive sell.”

3. Close the order by giving the guest the total of the order.

EXAMPLES OF CLARIFICATION ARE:

“You’ve ordered a SuperSonic Cheeseburger with Mayo, Ketchup and Mustard, is that correct?

“That’s a Footlong Chili Cheese Coney and a Cherry Limeade. Would you like to make your

Cherry Limeade a Rt. 44?”

“You have ordered a Sonic Cheeseburger Combo. Would you like fries or tots with your

combo?”

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IN ANTICIPATION OF QUESTIONS, KNOW THE MENU AND BE PREPARED TO:

• Explain the menu items and know how they are prepared.

• Explain the various specials or promotions.

• Help a guest’s hesitancy by offering helpful suggestions on menu items, etc.

• End with suggestive selling, when appropriate.

4. SUGGESTIVE SELLINGDefinition: Suggestive selling is practiced by nearly all competitors and is a consciously planned

effort to help the guest complete their order. Note: Only attempt one suggestive sell per

order.

EXAMPLES OF WHAT TO SUGGESTIVE SELL:

1. “Add-ons”. Adding an ingredient to a menu item, (i.e., cheese, bacon, jalapenos, etc.). “Would

you like bacon on your Sonic Cheeseburger?”

2. Increase size. Increase the size of a menu item ordered. “Would you like to make that drink a

Rt. 44 today?”

3. Offer menu items. Offer an additional menu item, (i.e., side item, drink, dessert, etc). “Would

you like an order of handmade Onion Rings with your Chicago dog today?”

IMPORTANT: Let the guest’s voice be your guide when suggestive selling. If a guest says “that’s

all” or uses the phrase, “I don’t want anything else”, do not try to suggestive sell as the guest has

just indicated to you his/her preference. Likewise, never interrupt a guest to suggestive sell.

5. FINALIZING THE ORDERIf a guest orders a single sandwich item, a side item, and a soft drink, this is the appropriate time

to offer the guest a Combo Meal.

EXAMPLE: “May I suggest you try the Sonic Cheeseburger Combo? By ordering the Combo, you

can save money.”

Apply all applicable discounts.

For order accuracy, repeat the entire order and state the total.

EXAMPLE: “That’s a Sonic Cheeseburger with mustard, large onion rings and a large Diet Coke.

Your total is $5.57.”

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6. CLOSE ORDER AND WRAP-UPIt is important to always end the transaction in a positive manner by thanking the guest.

SUGGESTED CLOSINGS:

“Thank you for coming to Sonic today, please enjoy your meal.”

“Thanks for coming to Sonic. We’ll have your order right out, have a great day.”

7. MANUAL OR HAND ORDER TAKINGShould the POS Machine not function, follow these procedures (refer to POS Crash Kit):

1. SMILE - relax and don’t panic.

2. Explain the situation to your guests while thanking them for their patience and understanding.

3. Use manual Guest Tickets to take the order.

4. Always record and circle the stall number first.

5. Follow all other standard procedures for taking the order.

6. Record the items on the Guest Ticket.

7. Have a menu available for pricing reference.

8. Have a calculator available.

9. Total the order.

10. Have a local/state “tax chart” available to calculate the appropriate tax.

PROCEDURES IF POS MALFUNCTIONS AT THE DRIVE-THRU

Should the POS system malfunction and quit working at the drive-thru, follow these procedures

for servicing your guests:

1. Place written notice on the Drive-Thru Speaker (Post) that the order system is currently not

functioning with instructions to proceed to the drive-thru window or to a stall and someone

will assist them in placing their order.

2. Remember to SMILE, relax and don’t panic; be prepared to greet and handle the guest at the

window.

3. At the drive-thru window, explain the situation to your guests while thanking them for their

patience and understanding.

4. Use Manual Guest Tickets to take the guest’s order.

5. Follow all standard procedures for taking the order.

6. Have a Menu available for pricing reference.*

7. Have a calculator available.*

8. Have a local / state “tax chart” available to calculate the appropriate tax.*

9. Total the order.

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10. Repeat the order to the guest, hand them their order and give them a written receipt, (if

applicable).

11. Thank the guest for their order and their understanding of the situation and invite them to

return to Sonic.

*These items should be pre-assembled in a plastic box labeled as POS Crash Kit.

8. HANDLING COMPLAINTSWhen handling guest complaints, view this as an opportunity to retain individuals as Sonic guests!

Following these guidelines, you are empowered to resolve the guest’s problem! Remember and

use B. L. A. S. T. – a 5 step process of successfully solving a guest’s complaint / problem.

B. L. A. S. T. stands for:

• BELIEVE when a guest has a problem. If it is a problem to them, then it is a problem to us.

• LISTEN when a guest has a problem. Listening is the highest form of courtesy.

• APOLOGIZE for the mistake even when it was not your error. Remember – the guest just

wants the problem corrected,

• SOLVE the problem, take care of it immediately. If you need to, bring the manager in to

solve the problem. Always keep the manager informed!

• THANK the guest for bringing the problem to your attention, Check back with the guest to

ensure everything is alright.

• Listen to what the guest is saying. Be patient and express genuine concern.

• Always assure the guest that the problem will be addressed immediately.

• Never argue with a guest. Instead, say “What can I do to solve this problem?”

• Always inform and communicate to management the nature of the guest’s complaint.

• Embrace the theory that the “guest is always right.”

• Put a SMILE in your voice and say “Thank You.”

REVIEW QUESTIONAlways keep a ________________________in your voice.

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9. PATIO PROCEDURESProviding quality food and beverages to the patio area is no different than accepting orders from

and delivering to Sonic’s stalls. To ensure that Sonic’s guests have a great experience, each time

they visit, use these patio procedures:

1. It is important that the Switchboard Operators and Carhops know the numbers of the Patio

Menu Boards.

2. Once the Switchboard Operator has taken an order from the patio, the operator informs the

guest of their order number, states the order total, and tells the guest that a carhop will be

right out with their order. When possible in peak periods, manually record the guest’s name to

prevent confusion of order delivery.

3. When delivering the order, the carhop walks toward the Patio Menu Board from where the

order was placed and in a strong and cheerful voice announces the order number.

4. When the guest is identified, the carhop should deliver the order with a “sense of urgency”

and a SMILE by repeating the order to the guest, collecting the money and closing the

transaction. When the transaction is completed, thank the guest and invite them back.

10. SPECIAL REQUESTContinuing Sonic’s quest to become “America’s Most Loved Restaurant Brand”, you will receive

requests from guests for specially prepared food, beverage, or frozen favorite items. If at all

possible, honor these requests. If you are not able to honor the request, be courteous when

responding to the guest and explain why you are not able to provide the item. At this time, you

can offer an alternative item.

EXAMPLE: “I’m sorry, we are unable to make your requested product. Can I suggest one

of our other frozen dessert items? How about a banana split or a hot fudge sundae?”

11. PHONE ORDERSCall-in Phone Orders should be handled no differently from a standard order received from a

guest already on the lot. However, there are some distinct differences that have to be accounted

for:

1. Answer all phone calls with a pleasant voice and in a courteous manner.

2. The Switchboard Operator asks the guest what time they expect to arrive at the Drive-in to

pick up their order. Ask for a contact phone number for

follow-up if necessary.

3. The Switchboard Operator communicates to the kitchen that this is a call-in order and what

time the guest expects the order will be ready for pick-up.

4. The kitchen team, with guidance from the manager in charge, decides when to start making

the call-in order.

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5. Once the order is complete, it should be bagged and made ready for delivery; (be sure to

include all appropriate utensils, condiments, etc., with each order). All drive-ins should have

a designated holding area for call-in orders. Many stores hold hot food under the heat lamps

at the bagging station. Drive-ins with a large number of call-in orders or those that use the 8

Tray System should use a separate heat element/holding area.

6. Once the guest arrives, re-check the order for accuracy, then deliver with a “sense of

urgency” and a SMILE.

SONIC SERVICE GOALS

STALLS LESS THAN 3:30 MINUTES

DRIVE-THRU LESS THAN 3:00 MINUTES

DRINK ONLY LESS THAN 2:00 MINUTES

CRITICALLY LATE TICKETS

Our goal is to make every effort as a team to get all orders to EVERY guest within the Service

Time Goals outlined above. In some cases, orders may not always reach our guests within these

service time goals and will become what are known as late tickets. Critically late tickets are

orders above five minutes. The five minute time frame becomes critical because studies have

shown that this is the point where our guests can become frustrated and are less likely to return.

Through proper teamwork and communications EVERY effort must be made to prevent any guest

orders from reaching this point.

REVIEW QUESTIONWhat are the three main areas of suggestive selling?

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ASSISTING SPECIAL NEEDS AND HEARING IMPAIRED GUESTSAt Sonic, every guest is important as we strive to provide “Service with the Speed of SoundSM®”,

quality products and a pleasurable dining experience for all! Some guests may have special needs

and, therefore, it is especially important for the Switchboard and Carhop Positions to be trained

and alert to recognize these needs.

SPECIAL NEEDSForms of disabilities that could require special assistance include: speech, language, and hearing

impaired; visually impaired; individuals in handicapped equipped vehicles; and individuals who use

handicap aids or service animals. Note: This list is not inclusive of all disabilities and every

effort should be made to assist these and others who might require extra attention at the

drive-in.

Some guests with hearing or speech disabilities may need to communicate to the Switchboard

Operators or Carhop with or without using speech. Their method of communication can vary

depending upon their disability. For example, some people who are deaf hearing impaired are

able to use speech, but are unable to understand spoken words, while others may not be able

to communicate with speech at all. These individuals may require extra time to complete their

orders and may require additional attention by the Switchboard Operator and/or Carhop. When

communication by speech is not possible, communication can be handled with pen and paper by

exchanging written notes.

Switchboard Operators and Carhops should be trained and made aware of the need to use both

speech and pen and paper as necessary. Drive-ins should have Mini Menus in their Disaster

Preparedness Kits that can be used to enable impaired special needs guests to review and use in

ordering.

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IDENTIFYING SPECIAL NEEDS GUESTSAs the Switchboard Operators and Carhops are the “ears and eyes” of the drive-in, these

positions should always “focus” on guests on-lot and their needs; this includes stalls, (the

handicap accessible stalls in particular), the patio area, and the drive-thru.

The following are some “Best Practice” techniques that can be used to help identify and assist

guests who may require additional attention:

1. Often individuals with disabilities will choose to utilize the patio areas or the drive-thru

so that they can communicate one-on-one with the Switchboard Operator or Carhop. The

Switchboard Operator and Carhops should be alert to these guests and assist them when and

as needed.

2. Be observant of guests who park in designated handicapped spaces. Often these individuals

will require additional attention and assistance!

• The Switchboard Operator should take note that the order is coming in from the

handicapped stall and then diligently “listen and watch” for signs that the guest might need

extra help with ordering.

• Likewise, Carhops should take note of the handicapped spaces (stalls) and watch for

physical signs, movement, or activities that signify that this guest might require additional

assistance.

3. Watch the lot for obvious physical signs, movement, or activities that signify that a guest

needs assistance. Example include:

• Guest flashes car lights to signal for attention.

• Guest honks the vehicle’s horn.

• Guest uses hand signs or hand movements to signal for attention.

• Guest strives or motions to make eye contact or speech movement.

• Guest pushes a special, wireless button (if already available at the drive-in) in the handicap

accessible stall that sends a signal inside the drive-in alerting the crew to the guest’s needs

for ordering assistance.

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4. Install equipment aids (which may include updated menus with expanded handicap assistance

directions, the wireless button system (if available) and stall/drive-thru stickers or placards).

Always maintain adequate supplies of pens and paper, Mini Menus (which are part of the

Disaster Preparedness Kit), and the Assisted Ordering Menus (which may be downloadable

from PartnerNet for printing).

• When practicable, offer the hearing impaired special needs guest in the in the stall, on the

patio, or at the drive-thru window the opportunity to select between using pen and paper,

Mini Menus, or the Assisted Ordering Menus.

• When replacing the Menu Boards (semi-annually), install Menu Boards that feature the

expanded disability notice advising special needs hearing impaired guests to (1a) notify

a Carhop by flashing headlights, briefly honking the horn, or by monitoring with hand

gestures, (2b) preferably use handicap accessible stalls and repeat Step 1a or use a wireless

button, if already available, to signal inside the drive-in for curbside ordering assistance, or

(3c) use the drive-thru by pulling up the window to place an order.

• When practicable, affix a placard or sticker to the drive-thru speaker that advises hearing

impaired guests to pull up to the window to place an order.

• When available, install wireless buttons at the handicap accessible stalls to signal inside the

drive-in for curbside ordering assistance.

• Sonic is evaluating the feasibility of (a) installing wireless buttons at the handicapped

accessible stalls to signal inside the drive-in for curbside ordering assistance and (b) adding

an internet address to the comments section on the Menu Boards that will provide hearing

impaired special needs guests with an alternative means to using Sonic’s 866-number for

their comments.

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GUESTS WITH DISABILITIESThere are many different types of disabilities that may require Carhops to provide special

assistance to Drive-In guests. These include, but are not limited to, speech, hearing, visual, and

mobility disabilities.

Carhops should be observant when a guest parks in a designated accessible space as these are

the guests who are more likely to require additional assistance. Additionally, other spaces should

also be observed for obvious signals that a guest needs assistance. Examples include:

a. Guest flashes car lights to signal attention.

b. Guest honks the vehicle’s horn.

c. Guest uses hand signs or hand movements to signal for attention.

d. Guest is present at the menu board but is not speaking.

Some guests with hearing or speech disabilities may need to communicate with the Carhop with

or without using speech. Their method of communication can vary depending upon the guest’s

disability. For example, some individuals are able to speak but are unable to understand spoken

words, while others may not be able to communicate using speech at all. When communication

using speech or hearing is not possible, communication can usually be achieved by gesturing or

exchanging written notes. Should a Drive-In guest need to communicate using pen and paper,

Carhops should provide a pen and paper to such guests to facilitate this process. Guests who are

blind or have low vision who are passengers may not be able to read the menu board. Carhops

should promptly read the menu to these guests.

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SWITCHBOARD CHECKLISTOPEN____ Follow all Sonic Safe Procedures.

____ Wipe down, clean and sanitize work area.

____ Sweep and mop as assigned.

____ Switchboard Guide and menu present at station.

____ Check Printer Paper, refill if needed.

____ Check and stock pencil, pen and paper.

____ Have menu and current pricing available, (Crash Kit).

____ Clean and organize shelving.

____ Clean POS monitors as needed.

____ Stock all condiments and shelves as necessary.

____ Assist others as needed.

____ Be aware of current LTO offers.

____ Check and set-up headsets.

PRE AND POST RUSH READY____ Follow all Sonic Safe Procedures.

____ Wipe down, clean and sanitize work area.

____ Clean towels, sanitizer and sanitizer buckets available.


____ Help support Expeditor, Fountain, and Ice Cream stations with stocking.

____ Clean POS Monitors as needed.

____ Switchboard Guide and Menu present at station.

____ Check Headset Batteries and change/recharge as necessary.

____ Bag trash. DO NOT take trash out back door after dark!

CLOSE____ Follow all Sonic Safe Procedures.

____ Hang-up headsets; leave on to drain batteries. Check Headset battery recharge station

for backup battery charging.

____ Clean up trash and debris.

____ Clean POS Monitors as needed.


____ Restock station.

____ Organize area.

____ Clean and sanitize counters, shelves, and station.

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SWITCHBOARD EXAM

1. Which of the following is not one of the five steps of Switchboard Service?

A. Close Order and Wrap-up B. Recording the Order

C. Rushing the Customer D. Clarifying the Order

2. In anticipation of questions, know your menu and be prepared to ____________.

A. Explain specials

B. Suggestive Sell

C. Remember all possible drink combinations

D. A and B

3. In Switchboard position, __________ is crucial.

A. Skating B. Multi-Tasking

C. The tone of your voice D. Knowing your customer’s name

4. When suggestive selling, let the guest’s ___________ be your guide.

A. Look B. Voice C. Mood D. Demeanor

5. The Switchboard must be answered within __________ seconds.

A. 15 B. 25 C. 20 D. 10

6. If a guest orders an item that the drive-in does not have or cannot make, advise the guest

to ______________________.

A. go somewhere else

B. not to come back

C. come back later

D. perhaps order another item, suggesting an alternative

7. Smiling when you talk helps your voice sound __________.

A. professional B. friendly

C. rushed D. all the above

8. At Sonic, every guest is important, including guests with ______________.

A. special needs B. hearing impairments

C. handicaps D. all of the above

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9. If a vehicle pulls in and has trouble ordering, you should __________.

A. send a manager B. send a carhop

C. A and B D. wait

10. To prepare yourself for questions while running the switchboard, you should __________.

A. have a manual close by B. know the menu

C. have a manager close by D. dance a jig

11. The A in B.L.A.S.T. stands for __________.

A. apple B. appropriate

C. annoying D. apologize

12. When handling a problem, you should never __________ a guest.

A. give in to B. argue with

C. turn away D. give away food to

13. When a guest has a problem, all they want is __________.

A. to have some fun B. to yell at you

C. the problem corrected D. you to go away

14. Only one __________ per order.

A. shake B. suggestive sell attempt

C. smile D. thank you

15. What is the first step in correcting a problem?

A. Believe B. Getting some napkins

C. Apologizing D. Listening

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drive-thru

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INTRODUCTION


DRIVE-THRU RESPONSIBILITIES

DRIVE-THRU PROCEDURES

BEST PRACTICE RECOMMENDATIONS

DRIVE-THRU CHECKLIST

FINAL EXAM

CONTENTS

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INTRODUCTION



other stations and strive to qualify for those stations as well.

In this STAR Guide, you will find information you need in order to work in the drive-thru positions.

To be certified for the drive-thru you will need to do the following:


• Be Certified for the Switchboard Station

• Be Certified for the Carhop Station

• Read this Training STAR Guide

• Complete the Proficiency Checklist

• Complete the Certification Test












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expected results!


materials.










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positive.






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DRIVE-THRU RESPONSIBILITIES

SONIC’S DRIVE-THRU SERVICE GOALSReply Time 5 seconds or less

Delivery Time 3 minutes or less

Drink Only Delivery Time 2 minutes or less

1. Sonic drive-thru guests come to Sonic for convenience and speed. Guests expect to receive

their orders quickly and accurately. Guests should leave our drive-ins knowing that they

have received excellent service and that they can depend on Sonic for fast service and order

accuracy.

2. At the drive-thru, it is extremely important that all orders are packaged neatly and include

everything the guest needs and expects from Sonic.

3. Sonic Drive-Thru service should be:

FAST

FRIENDLY

NEAT

and

ACCURATE

4. At the drive-thru, speed is critical! For this reason, it is important to ensure that drive-thru

orders are a priority.

5. With speed and accuracy being “key” to guest satisfaction, it is important to take the guest’s

order as soon as the guest arrives at the Menuboard.

• Drive-Thru orders must be a priority.

• Accurately key in all special requests.

• Repeat the guest’s order to ensure accuracy.

• Ensure the correct number of napkins, straws, utensils and condiments are given with the

order.

• When orders are ready for cars that are 2nd or 3rd in a line, the order is scanned and

delivered by a carhop* who conducts a

“Hop-Out” and payment transaction.

• Use Drink Carriers for multiple drinks, as needed.

* Talk to your manager about the drive-thru layout and hop-out expectations.

REVIEW QUESTIONDrive-Thru orders must be a ______________________________.

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In some cases, orders may not always reach our guests within these service time goals and will

become what is known as late tickets. Critically late tickets are orders over five minutes. The

five minute time frame is critical; studies show that this is the point where our guests can become

frustrated and are less likely to return. Through proper teamwork and communication, EVERY

effort must be made to prevent any guest orders from reaching this point!

CREW DEPLOYMENTWorking the drive-thru requires excellent “teamwork” among crew members, especially during

peak or rush periods. Although each crew member has a specific position assignment, it is

important to remember that the overall goal is to achieve speed, accuracy, and courteous guest

service. It is essential that you assist other crew members to maximize efficiency and deliver

orders quickly to the guests.

The following section will outline the four drive-thru positions and the responsibilities of each

position. It is important to remember that the drive-thru window staffing is not unlike kitchen

or carhop staffing; one crew person may have multiple station responsibilities during non-peak

times. Cross-training is important to allow crew members to be shifted into position as business

at the drive-thru dictates.

1. WINDOW ATTENDANT

As the Window Attendant, you must remain alert to guest(s) being served at the drive-thru.

You must greet guest(s) at the window, handle the money transactions and hand the guest

the order at the drive-thru window. You are also responsible for alerting a carhop when orders

need to be hopped out to guest(s) waiting in line.

2. DRIVE-THRU SWITCHBOARD OPERATOR

The Drive-Thru Switchboard Operator is a pivotal “key” to great guest service. As the Drive-

Thru Switchboard Operator, you must be able to greet guest(s) within five seconds; receive,

clarify and key-in orders; repeat guest(s) orders for accuracy; communicate guest(s) order

total; direct the guest to the drive-thru window and provide back-up assistance to the Window

Attendant when needed.

3. FOUNTAIN

When you are the fountain person, you are responsible for fountain and ice cream orders for

the drive-thru. Based on business needs, the crew member may be responsible for drive-thru

and stall order preparation.

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4. DRIVE-THRU EXPEDITOR

As the Drive-Thru Expeditor, you assemble and deliver orders to the Staging Table. This

position requires a well-trained experienced crew member as the responsibilities of this

position require the ability to perform at multiple stations. In addition, the Drive-Thru

Expeditor is responsible for assisting with drinks as needed and hops out orders.

* When a car is at the window waiting for their order to be completed, and the order for a

car in line is ready, a carhop should scan the order and deliver it (hop out)** to the guest in

line. The delivery, guest interaction, and money transaction are handled similar to a car hop

delivering an order to a stall.

** Talk with your manager about hop-out expectations.

ONE PERSON DEPLOYMENTWINDOW ATTENDANT PRIMARY DUTIES

• Greets guest at window.

• Repeats order to guest.

• Conducts payment transaction.

• Hands drinks to guest.

• Hands food to guest.

• Thanks and invites guest back.

• If food is not ready, tell guest food is being prepared and will be ready momentarily.

WINDOW ATTENDANT SECONDARY DUTIES

• Prepare fountain and ice cream orders for the drive-thru.

• Assemble drive-thru orders.

• Assist with drinks.

• Call for hop-out orders.

TWO PERSON DEPLOYMENTSWITCHBOARD PRIMARY DUTIES

• Greet guest within five seconds.

• Enter order into POS system.

• Repeat order to verify accuracy.

• Total order, state amount of order and instruct guest to drive to window.

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SWITCHBOARD SECONDARY DUTIES

• Back-up Window Attendant.

• Prepare fountain and ice cream orders for the drive-thru.


• Hop-out orders.

THREE PERSON DEPLOYMENTFOUNTAIN PRIMARY DUTIES

• Prepare fountain and ice cream orders.

FOUNTAIN SECONDARY DUTIES


• Hop-out orders.

FOUR PERSON DEPLOYMENTDRIVE-THRU EXPEDITOR PRIMARY DUTIES


• Hop out orders.

DRIVE-THRU EXPEDITOR SECONDARY DUTIES


• Assist with drinks and ice cream.

REVIEW QUESTIONThe guest must be greeted within ___________________ seconds.

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DRIVE-THRU PROCEDURES

WINDOW ATTENDANTGuest(s) being served at the Sonic Drive-Thru will be serviced by the Window Attendant.

Responsibilities are:

1. GREETS THE GUEST

The guest should be acknowledged within FIVE SECONDS of arriving at the Drive-Thru

window. This can be done by making eye contact with the guest and smiling, (acknowledging

the guest’s presence).

2. REPEATS ORDER TO GUEST

Repeat the order and order total to the guest.

3. CONDUCTS PAYMENT TRANSACTION

Repeat the order, collect the correct amount of money or have guest pay with credit card,

My SONIC™ Card, and accept, (if applicable), any appropriate coupons for the order. Hand

the guest their correct change. NOTE: To expedite a cash transaction, the Window Attendant

should look at the monitor / receipt and anticipate guest change to the next dollar. EXAMPLE:

If the order total is $2.73, the attendant can have a quarter and two pennies ready to make

change.

4. HANDS DRINKS TO GUEST

After verifying the guest’s drink order, hand the guest their correct drink order. Use cup

carriers as needed.

5. HANDS FOOD TO GUEST

After verifying the guest’s food order, attach the guest’s receipt to the carry-out bag with

a bag sticker and hand the food to the guest. Ensure the guest’s order has been packaged

correctly and that all necessary items, (napkins, SONIC® Mints, eating utensils, straws,

condiments, etc.), have been included with the guest’s order. NOTE: Never use staples to

attach a receipt as staples can become dislodged and fall into products.

6. THANKS GUEST AND INVITES GUEST BACK

Thank guest(s) and invite them to return to Sonic.

7. IF FOOD IS NOT READY

Inform the guest that their food is being prepared and will be ready momentarily.

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SWITCHBOARD OPERATOR• When taking orders, express a “sense of urgency”, but do not rush the guest when they are

placing an order.

1. GREETING

Greet the Sonic guest with a SMILE in your voice. It is important to speak clearly so the

guest can understand what you are saying. Greeting should be warm, friendly and clearly

understood.

• Hold Speaker Button down one second prior to speaking.

• Suggested greetings:

“Thanks for making my Sonic your Sonic, my name is _______. May I take your order?”

“Thank you for choosing Sonic, may I take your order?”

• Always initiate an immediate response; respond within five seconds or less.

2. RECORDING THE ORDER

Take the guest’s order, entering it in POS system, as the order is placed.

• Listen carefully to what the guest is saying.

• Ask questions, when necessary, to ensure you understand what the guest wants.

• Getting the details of the order right, (clarifying the order), will ensure order accuracy.

EXAMPLE: “You have ordered a Sonic Cheeseburger. Would you like your Sonic

Cheeseburger with mayo, mustard, or ketchup?”

• Express a sense of urgency, but never rush or interrupt the guest.

• If a guest is using a coupon, key it in with the order.

• Key in all special requests, (i.e., no mayo, extra ketchup, etc.)

• If a guest is having difficulty placing an order, have the guest pull forward to the window for

assistance.

3. SUGGESTIVE SELL

After taking the order, this is the appropriate time to suggestive sell or recommend upsizing

to the guest. Suggestive sell or upsize one item only, (i.e., jalapenos, bacon, etc.).

EXAMPLES OF SUGGESTIVE SELLING:

• “Add-ons.” Adding an ingredient to a menu item, (i.e. bacon, jalapenos, etc.)

“Would you like bacon on your Sonic Cheeseburger?”

• Increase size. Increase the size of a menu item ordered.

“Would you like to make that drink a Rt. 44 today?”

• Offer Menu items. Offer an additional Menu item, (i.e., side item, drink, dessert, etc.).

“Would you like an order of Onion Rings with your Sonic Cheeseburger today?”

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4. FINALIZE THE ORDER

To ensure order accuracy, repeat order to the guest, state the order total, thank the guest,

and instruct the guest to pull forward to the window. An example of finalizing the order is:

“You have ordered a Sonic Cheeseburger with mayonnaise, a large order of Tater Tots and

a Rt. 44 Cherry Limeade. Your total will be $5.27. Thank You. Please pull forward, your

order will be ready momentarily.”

FOUNTAIN/ICE CREAM1. PREPARE ORDERS

Prepare drink and ice cream items for drive-thru orders. Based on business needs, the crew

member may be responsible for drive-thru and stall order preparation.

2. PACKAGING

Ensure cup/packaging is free from drips and spills and the proper lid is secure. If necessary,

wipe the exterior of the cup/packaging with a clean sanitized towel.

3. DRINK CARRIERS

Provide drink carriers as needed.

DRIVE-THRU EXPEDITOR/DESIGNATED HOP-OUT/CARHOPAssemble drive-thru orders and deliver to the Staging Table.

1. CORRECT PACKAGING

Ensure proper size bag(s) used.

2. ACCEPTABLE PRODUCT PRESENTATION

Food products should be neatly packaged and clean on the exterior.

3. ORDER ACCURACY

Verify order for accuracy with ticket/monitor.

4. ALL ITEMS INCLUDED

Make sure all the necessary items have been included with the order, (i.e. condiments,

napkins, straws, eating utensils, SONIC® Mint, etc.).

5. FINAL PACKAGING

Fold the top of the bag neatly.

6. ATTACH RECEIPT USING STICKER

7. STAGING

Deliver food products to staging area.

REVIEW QUESTIONTo ensure order is correct, ____________________ order to guest.

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BEST PRACTICE RECOMMENDATIONS

HOW TO SPEED UP SERVICE WHEN DRIVE-THRU IS BUSYWhen your drive-thru has multiple vehicles in line, past the Speaker Post, the following

recommendations can be implemented to assist your drive-in with improving “speed of service”.

1. Using a cash drawer is a recommended best practice to support speed and accuracy. The

cash drawer is assigned to the window attendant in the same way a changer is assigned to

carhops.

2. Prioritize drive-thru orders over stall orders. In many cases, the POS system can be

programmed to automatically determine this process.

3. Be well-stocked and organized in advance of every shift. Utilize your SoniChecks Station

Checklist(s), Manager’s Pathing Card, Drive-Thru Shift Checklist, and Rush Ready Checklist to

help prepare for shift success.

4. Utilize a numbered drive-thru staging table with optional Hatco Heater at the drive-thru

window area.

5. Drive-Thru window attendant and switchboard team must be well trained!

• Cross-train all employees to improve productivity and skills.

• Proper deployment for drive-thru sales projections by shift.

• Schedule a dedicated switchboard and dedicated drive-thru expeditor in peak periods.

6. Add staff to support improving speed of service.

7. Conduct a pre-shift meeting in advance of each shift to help communicate drive-thru service

goals and opportunities for team support.

8. Use every opportunity to hop-out drive-thru orders.

PROCEDURES IF POS MALFUNCTIONS AT THE DRIVE-THRUShould the POS system malfunction and quit working at the drive-thru, follow these procedures

for servicing your guests:

1. Place written notice on the Drive-Thru Speaker (Post) that the order system is currently not

functioning with instructions to proceed to the drive-thru window or to a stall and someone

will assist them in placing their order.

2. Remember to SMILE, relax and don’t panic; be prepared to greet and handle the guest at the

window.

3. At the drive-thru window, explain the situation to your guests while thanking them for their

patience and understanding.

4. Use Manual Guest Tickets to take the guest’s order.

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5. Follow all standard procedures for taking the order.

6. Have a Menu available for pricing reference.*

7. Have a calculator available.*

8. Have a local / state “tax chart” available to calculate the appropriate tax.*

9. Total the order.

10. Repeat the order to the guest, hand them their order and give them a written receipt, (if

applicable).

11. Thank the guest for their order and their understanding of the situation and invite them to

return to Sonic.

*These items should be pre-assembled in a plastic box labeled as POS Crash Kit.

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DRIVE-THRU CHECKLISTOPEN__ Follow all Sonic Safe Procedures.

__ Set-up cash drawer and verify starting balance.

__ Check the paper in the printer, refill if needed.

__ Clean towels properly stocked and sanitizer buckets available with fresh sanitizer solution.

__ Clean Drive-Thru Windows, Drive-Thru Hop-out Door, and Drive-Thru curb area.

__ Clean Drive-Thru PAYS System, make sure it is working properly.

__ Drive-thru speaker pole clean and sound system working properly.

__ Clean Drive-Thru Menu Housing, Preview Board, and Wall Posters.

__ Check condition of Menu/Preview Boards and Lights.

__ Walk the Drive-Thru Lane, sweep curbs, and dispose of trash.

__ Check landscaping and other areas that require attention.

__ Sweep lot, pick-up trash outside (as needed).

PRE AND POST RUSH READY__ Follow all Sonic Safe Procedures.

__ Carhop Trays (cleaned and sanitized).

__ Clean towels properly stocked and sanitizer buckets available with fresh sanitizer solution.

__ Spot clean all Windows, Drive-Thru Window, and Frames as needed.

__ Clean and restock stations, UDM, and Fountainette:

___ Napkins, SONIC® Mints, Salt and Pepper (PC packets)

___ Wrapped Straws (2 sizes) ___ Wrapped Spoons (2 sizes)

___ Wrapped Forks ___ Ketchup

___ Mustard ___Relish

___ Salsa ___ BBQ Sauce

___ Ranch Dressing ___Honey Mustard

___Marinara Sauce ___ Sugar and Sugar Substitute

___Creamer

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__ Wipe down, clean and sanitize work area.

__ Clean equipment as needed.

__ Sweep and mop floors as assigned.

__ Assist with other stations as needed.

__ Walk the drive-thru lane, sweep curbs and dispose of trash.

__ Drive-thru trashcan empty and not overflowing.

__ Bag trash. DO NOT take trash out back door after dark!

CLOSE__ Follow all Sonic Safe Procedures.

__ Carhop Trays (cleaned and sanitized).

__ Check headset battery recharge station for back-up batteries/recharging.

__ Sweep lot and pick-up trash.

__ Scrub/rinse/squeegee floors in Drive-Thru and Hop-out area.

__ Restock station.

__ Organize area.

__ Turn in cash drawer, verify cash bank with management.

__ Bag trash. DO NOT take trash out back door after dark!

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DRIVE-THRU EXAM

1. Drive-Thru Switchboard operator must greet guest within how many seconds?

A. 5 B. 10 C. 15 D. 12

2. Sonic drive-thru service should be Friendly, Fast, Neat, and __________________.

A. Fun B. Quiet

C. Accurate D. Predictable

3. As a window attendant, your first step is to greet the guest. The second step is _____________

______________________.

A. Packaging

B. Repeats order to guest

C. Collecting Payment

D. Hand them their drinks

4. To be certified at the Drive-Thru, you must also be certified on which two additional positions?

A. Carhop and Switchboard B. Grill and Front Swamp

C. Back Swamp and Dresser D. Expeditor and Food Prep

5. When orders are ready for cars that are 2nd or 3rd in line, the order is __________ and

__________ to the guest.

A. bagged & left under a heat lamp

B. scanned & placed at drive-thru window

C. scanned & left under heat lamp

D. scanned & “hopped out”

6. Who has the responsibility for the final check on guest orders before delivery through drive-

thru window?

A. Switchboard B. Window Attendant

C. Expeditor D. B or C

7. What is the overall goal for crew members working at the drive-thru.

A. Fast speed of service B. Accurate orders

C. Excellent service D. All of the above

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8. At the drive-thru, ____________________ is critical!

A. talking fast B. speed

C. slowing down D. enthusiasm

9. There are ______ drive-thru positions.

A. 2 B. 4 C. 3 D. 6

10. Delivering an order to the second or third car in line is referred to as what?

A. Hop-Out B. Skate-Out

C. Order-Taking D. Run-Out

11. Drive-Thru window attendant should always anticipate the guest change to __________ to

expedite the service.

A. a $5 limit B. a $10 limit

C. to the next dollar D. none of the above

12. The receipt is attached to the carry out bag using __________.

A. a staple B. glue stick

C. a paper clip D. a bag sticker

13. After taking an order, it is an appropriate time to suggestive sell or recommend upsizing. Only

suggestive sell / upsize ____________ item.

A. One B. Four

C. Drink D. Food

14. When taking an order the switchboard operator must always

__________.

A. listen carefully to the guest

B. write down the order

C. pass it onto the manager

D. pass it onto the window attendant

15. Who should the cash bank be verified with at the end of the night?

A. Closing Cook B. All closing employees

C. DT attendant should only verify D. Management

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1

guest service

2

3

guest service

CONTENTS INTRODUCTION


APPEARANCE AND UNIFORM STANDARDS

COST CONTROL

SAFETY AND SECURITY

GUEST SERVICE

FINAL EXAMS

4

INTRODUCTION



other stations and strive to certify for those stations as well. Guest Service is Sonic’s first

priority, therefore, being certified in Guest Service is your first training priority.

Each drive-in station/position has its own separate STAR Guide. The first “key” STAR Guide

is the Guest Service STAR Guide. In this STAR Guide, you will find information needed to be

outstanding in Guest Service at Sonic.

All Sonic Team members must successfully complete the Sonic Guest Service e-STAR Course

and pass the Sonic Guest Service Proficiency Test prior to becoming certified in any other STAR

Guide position.

To be certified in Guest Service you will need to complete:














5

guest service











expected results!


materials.










6






positive.






7

guest serviceAPPEARANCE AND UNIFORMSTANDARDS

Each employee will be furnished a Sonic-approved hat or visor, shirt(s) and a nametag.

Management also must wear a nametag. Employees working in the kitchen will be furnished

a cooking apron to be worn only in the kitchen or food prep areas. Carhops will be furnished a

“Carhop” ½ apron.

The standards below are based upon the expectations of the drive-in’s guests, health and

sanitation regulations, and your safety. Managers must comply with and enforce these

standards.

• Employees are expected to arrive at work clean and well-groomed.

• Hair is to be clean, well-groomed and neat. If hair length is below the collar of your shirt,

then it should be pulled back and contained at all times. A hairnet may also be required by

local health departments. Hair must be maintained in compliance with all applicable health

regulations. Hair dyed in unnatural colors or styled in an extreme manner will not meet Sonic

standards.

• Facial hair must be clean, trimmed and neat. Health codes and regulations may have

additional requirements regarding facial hair when preparing and handling food. All

applicable health department codes will be enforced, including facial hairnets as required.

• Fingernails must be clean, be of normal length (i.e., extend no further than 1/4 inch behind

fingertips), and not interfere with work. Nail polish and / or acrylic nails may be worn when

handling food / drinks only if intact gloves are worn.

• Jewelry may consist of one smooth single band ring that fits snugly on the finger and one

pair of post earrings worn in the lower lobe of the ear (only one per ear). No dangling or hoop

earrings, necklaces, bracelets, or watches may be worn.

• No visible facial or body piercings are permitted.

• Tattoos should be tasteful and not offensive in nature. Tattoos, which may be considered

offensive to others, must remain covered at all times. Sonic’s positive brand image must be

maintained at all times.

• Sonic-approved aprons must be clean and neat.

8

• Sonic-approved visor or ballcap must be worn at all times by both management and crew

members when preparing or handling food. It must be clean and neat with a straight bill facing

forward.

• Sonic-approved ear muffs, knit caps and winter head/ear bands are acceptable. They must

be clean and neat.

• Sonic-approved shirts must be washed before each shift, wrinkle free and tucked in. You

may not roll up your sleeves and your shirt must fit properly. Nametags must be worn

opposite the Sonic logo on the shirt or jacket.

• CREW: Must wear Sonic logo uniform shirt or top.

• MANAGERS: Must wear Sonic logo polo-style shirt or logo dress shirt or dress shirt with tie.

• Pants, capri pants or shorts must be black or khaki in color. They must be clean, well-

maintained and neat in appearance. They must fit properly. Shorts cannot be shorter than

one inch above the knee. Shorts and capri pants cannot be worn by employees working in the

kitchen for safety reasons. Jeans/denim are not permitted.

• Shoes must be clean and in good condition. Shoes must be non-skid and recognized as a

safe shoe recommended for use in a restaurant. Cloth or canvas shoes, high heels, open-toed

shoes, and sandals may not be worn in the restaurant. Shoes must have closed heel; no open

heel clogs, etc.

• Sonic-approved Skates must be clean, polished, well maintained, and meet Sonic safety

requirements.

• Cell phones, MP3 players, PDAs and similar electronic devices and cameras may not be

carried, worn or used at work. Managers may carry cell phones for business.

• SMILE proudly! You are our Sonic brand ambassador!

If religious beliefs conflict with these appearance and uniform standards, or if the employee

requires an accommodation under the Americans with Disabilities Act, immediately notify the

General Manager/Drive-In Partner or Multi-Unit Leader to discuss possible accommodations.

Management Note: Under the law, reasonable accommodations that do not impose an

undue hardship on the employer must be made for (1) an employee’s sincerely held religious

observances, practices, and beliefs, and (2) qualified individuals with a disability so that they can

perform the essential functions of the job. Accordingly, managers should always contact their

supervisor or HR if an employee requests an accommodation.

9

guest serviceCOST CONTROL

Cost control is limiting waste while maintaining safe food handling and quality, with optimal

speed of service. This is the duty of all Sonic crew members.

Portion control is another cost control measure. Correct portioning means not adding more than

the Product Build Cards or Sonic’s Operations Manual calls for. Strive for perfection every time.

Other ways to help control cost include:

• Orders rung in correctly by the switchboard.

• Use clean and sanitized spatulas, clean all product out of pans, cans, and containers.

• Proper storage of products and packaging at proper temperatures.

• Use slower periods to restock stations and complete station checklists as well as cleaning

and sanitizing duties.

As you are working in your station be aware of how you handle food, paper products and cleaning

supplies. While cost control is important, remember that quality to our guest is our first priority!

The goal is to control costs while giving the guest a great Sonic experience.

SAFETY AND SECURITY

Safety and security is more than common sense and paying attention. By following a few rules

you can help protect yourself, your co-workers and our guests. Not following these rules could

result in a very difficult, possibly even life-threatening, situation.

Please discuss safety and security procedures with your franchisee and/or manager as each

group will evaluate their own facilities, surroundings and risks to determine procedures and

equipment appropriate for the safety and security of their employees and drive-in guests.

If the restaurant has a drive-thru, ensure that the drive-thru window and hop out door are locked

and secured when not attended.

10

One critical issue is back and side door security. At first glance, the back and side doors are

just like any other door; however, leaving them open for any amount of time could result in

robbery or injury. Therefore the rule is:

NEVER LEAVE THE BACK OR SIDE DOOR OPEN!

Robberies can and do happen because the back or side door was left open or unlocked. Never

open the outside back door after dark for any reason!

During daylight hours, the back door may be opened by a member of management for removing

trash and admitting deliveries from recognized vendors. Never remove trash through the back

door after dark!

OPENING AND CLOSINGOpening and closing rules are key to the safety of drive-in crew members and guests. Open

the drive-in in pairs or groups. Before entering, look for signs that someone may have tried to

break-in. Do not let anyone in the drive-in before you are open for business, unless they are a

scheduled employee or an authorized vendor.

Never close alone! Close in pairs or groups. Once you are closed, do not let anyone into the

building, not even another employee that is not scheduled to work. Develop a group effort for

closing time. Move employee cars to the front of the store before dark. Keep rear and side doors

locked at all times. Always leave through the front door.

HANDLING ROBBERIESThe first rule during a robbery is: STAY CALM

• Cooperate calmly to avoid provoking the robber to violence.

• Obey reasonable commands from the robber.

• If possible, never leave the building with the robber.

• Stay still. Do not make sudden or unexplained movements.

• Keep your hands where the robber can see them.

• Notify robbers of other people in the building or sources of loud noise like fryer timers or

switchboards, so that they do not feel threatened.

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guest serviceThe second rule during a robbery is: DO NOT BE A HERO!

Give robbers what they ask for, as money can be replaced. A crew member’s foremost concern

must be his/her safety and the safety of other crew members and guests. Don’t try to disarm,

chase or follow the robber. The robber may have an accomplice or an unseen weapon.

Although your objective is to act calm and cooperate, you can also keep your eyes and ears

open to be a good witness. Try to pay attention to the robber’s height, weight, eye color, hair

color, skin tone and shape. Notice any tattoos or scars. Be as good a witness as possible without

staring at the robber.

After a robbery, try not to touch anything that the robber touched. Follow your manager’s

instructions and cooperate fully with the police.

REVIEW QUESTIONNever leave the _________________________ open.

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GUEST SERVICE

C.A.R.E.Sonic’s Service Promise - C.A.R.E

• Compassion

• Awareness

• Respect

• Empowerment

To understand the Sonic Guest C.A.R.E. commitment, it is important to understand

the passion and commitment to guest service that Sonic’s founder Troy Smith had for

everyone touched by the Sonic Brand.

Sonic Drive-In was founded by Troy Smith and was originally named “Top Hat Drive-In.” It began

in 1953 as a hamburger and root beer stand in Shawnee, Oklahoma. Troy introduced a unique

use of curbside speakers that allowed guests to place food orders from their cars and have their

food delivered by a friendly skating Carhop. The first Sonic Drive-In was actually introduced in

1959 when Troy Smith partnered with his long time friend, Charlie Pappe. They decided it was

time to expand to more locations and when they tried to use the name “Top Hat” they found

the name was already registered to someone else. Troy set out to find a new name that would

reflect his belief that guests should receive quality food, served fast, and friendly, “at the Speed

of Sound!” Troy found the perfect name; “Sonic.” The word sonic is defined as “at the speed of

sound” or as Troy would define it “Service at the Speed of sound!” It was Troy’s strong belief in

outstanding guest service and going the extra mile that set Sonic apart from other restaurants

for years and continues to do so today.

Today our goal remains the same: “Deliver a unique experience featuring high quality,

distinctive food and drinks delivered to your car by a friendly, skating carhop.”

WHY CARHOPS OR SKATING CARHOPS?In the 1930’s, the drive-in concept was the new rage with waitresses and waiters or “Carhops”

as they were known for delivering food directly to your car. The name “carhop” came from the

practice of jumping up on the running board of a patron’s car as they rolled into the parking lot.

When Troy Smith put carhops on skates things changed to make his Sonic Drive-In even more

unique. The Sonic Skating Carhop may not have been able to “hop” on the running boards but

they could get to the guest even faster! Skating Carhops created a “sense of urgency” and

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guest serviceentertainment that the guests quickly came to love. Skating soon became a part of Sonic’s

culture and the Sonic experience.

ALSO UNIQUE TO SONIC IS THE SONIC® “MINT”When Troy Smith started Sonic Drive-Ins so many years ago, he truly believed that every one

of our guests was worth a mint, a MINT of gold; providing each guest a Mint is a gesture and a

reminder of the importance of each and every guest. Sonic team members have the opportunity

to share the story behind the mint with our guests today!

SONIC’S MISSION STATEMENT As the Sonic Brand grew in numbers it became our mission to instill the passion for the business

into everyone that is touched by the Sonic Brand. Sonic’s mission statement is “To Become

America’s Most Loved Restaurant Brand.”

WHAT THE SONIC BRAND STANDS FOR…A unique experience featuring high quality, distinctive food and drinks delivered to your car by a

friendly, skating carhop!

It is our goal that when the guest thinks of Sonic they think of:

• Unique, quality food that people crave

• The Drive-in concept

• One of a kind, FAST service delivered by Skating Carhops

• Checkbacks

• Exceptional drive-thru service with a unique hop-out feature

• Full menu all-day

• Fun and entertaining atmosphere

• A memorable experience

Delivering these distinctive Sonic’s treasures is the responsibility of the ENTIRE Sonic

Drive-in team! YOU are a very important part of the journey toward our mission - “To

Become America’s Most Loved Restaurant Brand.”

SONIC CORE VALUESSonic Core Values allow us to uphold the integrity of our mission statement. Core values are

traits or qualities that represent a company’s highest priorities and deeply held values. Core

values are communicated by the way we conduct business day-to-day.

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OUR CORE VALUES:H Respect for everyone touched by the Sonic brand.

• Respect plays a big part in how we conduct our day-to-day business at Sonic.

• Remember you must not only show respect to the guest, and your team, but also yourself.

Taking pride in yourself at work and outside of work, will make others give YOU respect in

return.

H Entrepreneurial spirit and the power of the individual.

• To be an ‘’entrepreneur’’ is to possess a spirit of adventure or new ideas. At Sonic, we

embrace new ideas and the spirit of the individuals who drive our brand to a new level. YOU

are the driving force of Sonic.

H Importance of relationships as a way of life.

• Relationships are extremely important at Sonic. We strive to have the entire Sonic team

understand the importance of connecting with people to ensure positive experiences by

everyone touched by the Brand; guests and team members alike. So be “Super Sonic” all the

time.

H Doing things different, special and BETTER to “Surprise and Delight”

everyone touched by the Sonic brand.

• At Sonic, we do so many things that set us apart from the competition. We take great pride

in exceeding the guest’s expectations. YOU are EMPOWERED to go beyond the guest’s

expectations and “WOW” the guest.

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guest service

OUR PROMISE TO C.A.R.E.To deliver on the promise of “A unique experience featuring high quality, distinctive food and

drinks delivered to your car by a friendly, skating carhop!” each and every team member must

understand the importance of caring about our guest.

C.A.R.E. is...COMPASSIONAWARENESSRESPECTEMPOWERMENT

Compassion: A guest is not simply a customer, they are someone we invite and welcome to

Sonic. The guest is someone you are honored to serve and you go out of your way to take

care of their wants and needs. The guest of today has high expectations for the value of their

money spent. The guest expects quality food at a fair price. Each Sonic team member has the

responsibility of showing compassion to your guest, your team, and the environment. Be genuine

and understanding; remember each guest is worth a MINT. Compassion for our guests is friendly

service “at the speed of sound” with all the flair and entertainment that only Sonic can deliver.

At Sonic, your “compassion” has the ability to make someone’s day a SUPER SONIC DAY! See

things through the eyes of your guest and deliver on the Sonic promise to C.A.R.E.

Awareness: Have awareness of the needs of your guest, your drive-in, your team and your

community. It is your responsibility to anticipate the needs of your guest. Remember the

goal: Hot, freshly made food, accurate orders, packaged neatly and delivered by a friendly

Skating Carhop! It takes the entire drive-in team to deliver on this and WOW the guest at the

“speed of sound.” Check back on the guest regularly, make eye contact and be actively engaged

to their needs.

Respect: Understand the importance of having respect for yourself, your team, the Sonic

brand and the guest. Take the time to be respectful to your team and the guest. In every

circumstance, be respectful and look for ways to add value. Each of us has a responsibility to

make the guest’s experience positive and memorable.

16

Empowerment: To make a difference and make someone’s day. Remember, every team

member is fully empowered to take care of the needs of the guest. In some cases, if you

experience a guest complaint, it may mean replacing the order, making refunds or asking your

manager for assistance. But no matter what, it’s up to YOU to make sure every guest leaves

completely satisfied.

Again, remember in every situation, YOU are the ambassador of the Sonic brand, and as such,

YOU are fully empowered to solve any issue the guest(s) may have, exceed their expectations,

and WOW them.

WOW THE GUEST WITH “W.U.T.T.I.” (WOOTY)W.U.T.T.I. is a simple way to remember the steps to WOW your guest.

H WELCOME THEM:

Welcoming your guest starts even before the red button is pushed. The Drive-in should always

look clean and neat to welcome our guest(s). Take pride in the outside of the drive-in because

in most cases at Sonic, our parking lot is our guest’s dining room. Once the guest pulls into

a stall or the drive-thru, we have the responsibility of making them feel welcomed. The way

the switchboard is answered, the way the food is prepared, and the service that’s delivered,

should always welcome our guest. Remember, have a SMILE in your voice. You should always

introduce yourself to the guest.

“Thank you for making my Sonic your Sonic,

my name is...”

H USE THEIR NAME:

Your guest wants to feel they are more than a “customer,” they want to feel special. Making

an effort to get to know your guest and using their name whenever possible makes them feel

special. When dealing with a guest, you can take the opportunity to introduce yourself and ask

them their name. Remember, when you learn the name of one of your “regular” guests, share it

with the whole team so they can use their name too!

“Hi Mrs. Jones, welcome back!

Your order today is… ”

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guest serviceH TAKE CARE OF THEIR NEEDS:

Taking care of your guest means anticipating and accommodating their needs or special

requests. Delivering “over the top service” and going the extra mile, sets Sonic and you apart

from the competition and everyone else.

“How was your meal today? Is there anything else

I can get for you?”

H THANK THEM:

Our guests are our passion and very important to all of us. Take every opportunity to thank the

guest. Thank them . . .

• By showing appreciation for your guest

• When taking their order

• When delivering their order

• When dealing with their complaints or special requests

• By just saying thank you every chance you get!

• When you perform checkbacks

“Thank you so much for making my

Sonic your Sonic.”

H INVITE THEM BACK:

Over the top guest service, and delivering the Sonic treasures, are the best ways to ensure the

guest will return. From the cleanliness of the Drive-in, to hot, fresh and correctly made food,

delivered with a sense of urgency, keeps our guests coming back. It is also important that you

take the opportunity to invite your guests to come back as well; on the switchboard, when you

deliver their food and, of course, when you perform checkbacks!

“Thank you for coming to Sonic today,

come back and see us again!”

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“WOW” THE GUESTS WITH CHECKBACKSSonic service is unique, from the one-on-one ordering process, the Carhop service, to the

Checkback process. Checking back on the guest is not only the responsibility of the Carhop

but everyone on the Sonic team! The Checkback and the “Smile Tray” are uniquely Sonic and

one of our brand treasures! Using the “Smile Tray” to ensure the guests have everything they

need and that their order was correct, as well as suggesting something to complement their

meal. Remember to ask them; “How was everything today?”, “Can I get you any condiments or

anything else?” and “Thank you, please come back again”. Checkbacks must be completed at

least every ten minutes. A Checkback is required for every stall or patio order.

When checking back on guests, remember to:

• Use the Smile Tray.

• Make eye contact.

• SMILE and introduce yourself.

• Give them SONIC® Mints.

• WOW the guest.

• Let them know it was your pleasure to serve them and if they need anything else, to push

the “Red Button” and ask for you by name.

• Exceed their expectations.

• Invite them to return again.

Checkbacks are an opportunity to address any guest’s complaints, problems or special requests

on the spot! Remember the guest’s Sonic experience and the way you make them feel special is

what will bring them back.

WORK AS A TEAM TO DELIVER “OVER THE TOP” GUEST SERVICETEAMWORK: Working together is critical! Be quick and accurate in every step of the guest’s

order whether you’re working the Carhop, Switchboard, Drive-thru, Grill, Dresser, Swamp,

Fountain & Frozen, or Expeditor stations. Your top priority is to ensure the guests get exactly

what they ordered, prepared with care and quality, and presented with “eye appeal.”

• Anticipate Delivery – know your drive-in, where you’re going, and know the order.

• Final Appearance Check – Ensure the order is correct, presentable, with the ticket.

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guest serviceORDER ACCURACY: Get it right! It is critical no matter what position you work at the drive-in

that every order be complete with 100% accuracy.

• Practice effective listening

• Listen to the entire order

• Be aware of special requests

• Repeat the order

• Give your undivided attention to the guest, the order and your team!

• Double check orders!

• Know every menu item and how it is prepared!

• Observe product hold times. Don’t serve food past its hold time!

• Product quality and safe food is crucial! Make sure food is fresh and all Sonic Safe™

Procedures are followed.

SPEED: Have a “sense of urgency!” The guest wants their order fast.

• Work as a team to be fast with every order.

• Be quick at every station.

• Anticipate your stations needs.

• Communicate special requests and items that need extra time to prepare.

• Listen AHEAD, read AHEAD, stay AHEAD.

• Always look for ways to stay one step ahead of orders.

• Skate or hustle orders to guests.

SONIC SERVICE GOALS

STALLS: LESS THAN 3:30 MINUTES

DRIVE-THRU: LESS THAN 3:00 MINUTES

DRINK ONLY: LESS THAN 2:00 MINUTES


Our goal is to make every effort as a team to get all orders to EVERY guest within the Service

Time Goals outlined above. In some cases, orders may not always reach our guests within these

service time goals and will become what are known as late tickets. Critically late tickets are

orders above five minutes. The five minute time frame becomes critical because studies have

shown that this is the point where our guests can become frustrated and are less likely to return.

Through proper teamwork and communications EVERY effort must be made to prevent any guest

orders from reaching this point.

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SERVICE SKILLS: They make a difference! The guest is your top priority and they should know

you appreciate them:

• Be sincere.

• Build their trust.

• Communicate regularly.

• Be aware of your body language, tone of your voice, and eye contact.

• Delight them and make them feel special!

• Give them more than they expect.

• Have a positive attitude – A YES attitude!

• Bring your great personality to work.

• Remember to C.A.R.E.

• Use W.U.T.T.I. to help WOW the guest.

• Welcome a guest’s suggestions.

• Show them appreciation.

• Be accurate and fast.

YOU ARE EMPOWERED TO MAKE IT RIGHT!Although we strive to WOW every guest, every time, occasionally we will disappoint a guest.

When a guest is disappointed, we have opportunities to keep them loyal by resolving the problem

the guest encountered immediately.

PROBLEM RESOLUTION

When disappointments or complaints happen:

Guest disappointment may be due to the order being prepared wrong, maybe the food wasn’t

hot, they were possibly missing something, or maybe they didn’t receive the service they were

entitled to. The reason they are disappointed is important, however, it is more important that you

understand that YOU can make it right! As a Sonic team member, you are EMPOWERED to

resolve the complaint and make sure every guest leaves completely satisfied.

DON’T FIGHT, BE POLITE AND MAKE IT RIGHT!

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guest serviceIt is important to recognize the signs of a disappointed guest and resolve their problems. Signs

to look for:

• A look of frustration on their face, frowning, not smiling.

• Tossing unwanted food items onto the parking lot.

• Beeping their horn to get someone’s attention.

• Pushing the Red Button repeatedly.

• Not eating the food they ordered.

• Getting out of the car and looking for someone’s attention.

DEFUSING AN ANGRY GUEST: B.L.A.S.T.The key to effectively resolving a guest problem is to B.L.A.S.T. them back to satisfaction!

B.L.A.S.T. stands for:

Believe: When a guest has a problem you must believe them. IF IT IS A PROBLEM TO THEM,

THEN IT IS A PROBLEM TO US. Every guest complaint is an opportunity for us to resolve the

issue and win their loyalty.

Listen: Listening to the guest is one of the keys to resolving the problem. You must stop and

sincerely listen, hear and confirm what the problem is. The best way to confirm the problem

is to repeat what you heard the guest say. Use Active Listening including eye contact, verbal

nods, be non-judgmental, quiet and listen.

Apologize: The guest wants to hear an apology, so simply apologize. It doesn’t matter who

is at fault. Just let them know you sympathize with them regarding the issue that has

disappointed them. Offer empathy.

Always focus on the feeling, not the issue. Use statements like:

• “I apologize for any inconvenience, dissatisfaction, disappointment, etc. this may have caused

you...”

• “I understand your frustration...”

• “I’m sorry to hear you are disappointed with…”

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Solve: Remember you are empowered, you can make it right! The first step to

making it right is as easy as asking the guest what will make them completely

satisfied. Sometimes they just want you to listen and apologize. To resolve the

guest’s problem, you should exceed their expectations. Talk with your manager to

learn how to exceed expectations when a guest experiences a problem. In addition to solving

a problem, you should give the guest a coupon or guest loyalty coin to use on their next visit,

or even a complimentary product. When you resolve a guest’s problem and exceed their

expectations, you will have a loyal guest. Resolving a guest’s problem is what C.A.R.E. is all about!

Thank: Thank the guest for letting you know about the issue and allowing you the opportunity

to correct it. Thanking them can be just what is needed to make that disappointed guest a

loyal guest!

Keys to solving a guest’s problem:

• Plan for them. Anticipate what’s coming and be ready when it does.

• Be professional: Have a positive attitude and focus on what you CAN do. Remember your YES

attitude!

• Watch the tone of your voice.

• Don’t raise your voice.

• Make sure you can be heard.

• Watch your Body Language:

• Eye Contact: Eye-to-eye for respect, on the guest’s eye level.

• Facial Expression: Have a concerned look.

• Body Posture: Lean in slightly, don’t cross your arms.

• Nodding: Let’s the guest know you’re listening, sincerely.

• Take responsibility: Assure the guest that you will correct the issue and that they have

reached the right person. REMEMBER YOU ARE EMPOWERED!

• Offer a solution: Make the guest a partner in this process. “I apologize. What can I do to

make it right?”

• Fix What’s Wrong: For the guest and the Drive-in. Complaints can reveal important

weaknesses. Follow up - get it fixed, so it doesn’t keep reoccurring in the future. Make sure

to also communicate all complaints with your manager.

• Provide a coupon or guest loyalty coin.

23

guest serviceWhat not to do when handling a guest complaint:

• Don’t be rude (ever)!

• Don’t have a “Yes-but” attitude.

• Don’t get defensive.

• Don’t laugh.

• Don’t be insincere.

• Don’t be sarcastic.

• Don’t blame others.

• Don’t make excuses.

• Don’t tell the guest what you can’t do.

• DON’T FIGHT, BE POLITE AND MAKE IT RIGHT!

What sets Sonic apart from all other restaurants is YOU and your commitment to delivering

over-the-top guest service.

SONIC WILL “BECOME AMERICA’S MOST LOVED RESTAURANT BRAND”

BECAUSE WE C.A.R.E.

REVIEW QUESTIONUse ______________________ when resolving a guest complaint.

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GUEST SERVICE CERTIFICATION EXAM

1. Checkbacks, specialized Sonic Radio, Carhop Tray, and Skating Carhops are all a part of

__________.

a. Sonic Specialties b. The mission statement

c. Sonic’s Treasures d. A drive-in concept

2. All of the following are Sonic Core Values except __________.

a. Respect for everyone touched by the Sonic brand

b. Entrepreneurial spirit and the power of the individual

c. Being rude to a guest

d. Importance of relationships as a way of life

3. What does the E in CARE stand for?

a. Envision b. Empowerment c. Energizing d. Empathy

4. Being attentive to the needs of the guest, being genuine and understanding are both parts of

which section of CARE?

a. Compassion b. Awareness

c. Respect d. Empowerment

5. Checkbacks must be done every __________.

a. 20 minutes b. 10 minutes c. 30 minutes d. 2 hours

6. Checkbacks are required for every __________.

a. Stall order b. Patio order

c. Drive-thru order d. Both A & B

7. We give each guest a Sonic® Mint because __________.

a. Our Guests enjoy something sweet after a meal

b. Our Guests need it after eating a meal

c. To say thank you to our Guest

d. Every one of our Guests is worth a Mint

8. Which of the following areas are critical to delivering “over the top” Guest Service?

a. Speed in every station b. Order Accuracy

c. Teamwork d. All of the above

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guest service9. Don’t fight, __________ and make it right!

a. Even if you’re right b. Be polite

c. Try with all your might d. Show delight

10. The key to effectively resolving a guest problem is to use __________.

a. L.A.S.T b. F.A.S.T c. B.L.A.S.T d. C.A.R.E.

11. Which of the following is a sign of a disappointed guest?

a. They ask for more condiments at the Checkback

b. They push the “red” button repeatedly

c. They smile as you pass by

d. They call you over to take their trash

12. The A in B.L.A.S.T stands for __________.

a. Appearance b. Awareness

c. Apologize d. Accommodate

13. A key to solving a guest’s problem is to __________.

a. Be insincere but polite.

b. Offer a solution and make sure the guest leaves satisfied.

c. Be sarcastic and funny.

d. Offer excuses and free food.

14. When handling a guest complaint you should not __________.

a. Take responsibility b. Be professional

c. Watch your tone of voice d. Be defensive

15. Delivering Sonic’s treasures is the responsibility of __________.

a. The entire Drive-in b. The Manager

c. The kitchen crew d. The Carhops

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27

guest service

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1

sonic safe

2

3

sonic safeCONTENTS

INTRODUCTION


SONIC SAFE

FINAL EXAM

4

INTRODUCTION



other stations and strive to certify for those stations as well. Sonic Safe is a key priority!

All Sonic crew members must be certified in Sonic Safe™, Sonic’s food safety and sanitation


To be certified in Sonic Safe you will need to complete:














5

sonic safe











expected results!


materials.










6






positive.






7

sonic safeSONIC SAFE

Sonic Safe is the food safety and sanitation program used in all Sonic drive-ins. Following Sonic

Safe guidelines for all stations will help keep the food you serve safe from harmful germs and

bacteria.

What is the difference between clean and sanitary? Clean means the absence of dirt, sanitary

means reduction of harmful germs and bacteria. At Sonic, we need to make sure our drive-in is

both clean and sanitary.

All of us have the potential to carry disease-causing microorganisms on or in our bodies. These

microorganisms can be passed to food where they can make you, your co-workers, or guests

sick. That is why you should never work when you have a fever or are feeling ill, especially

with diarrhea, fever, vomiting, or a sore throat with fever. If you are at work, speak with your

manager about your symptoms. If you are not at work yet, call your manager and let him/her

know your symptoms. Your manager will make the decision whether you work or not. See pages

9-10 for a detailed explanation.

Microorganisms can be passed by simple acts such as not washing your hands after using the

restroom or running your fingers through your hair. By keeping clean and taking care of your

health, you can help prevent foodborne illness.

The 3 main causes of foodborne illness are:

• Poor Personal Hygiene.

• Time and Temperature Abuse – keeping food in the temperature danger zone for too long a

period.

• Cross Contamination – the transfer of harmful microorganisms from one surface or food to

another.

8

You will find many Sonic Safe reminders throughout the drive-in. There are stickers to

remind you of safe food temperatures, plus wall charts and recipe cards which outline

cooking procedures. There is a Sonic Safe Temperature Log to record temperatures of

equipment and food throughout the day. Keeping hot food hot and cold food cold will

prevent growth of bacteria. Bacteria grows most quickly between 41°F to 140°F; this is

called the TEMPERATURE DANGER ZONE.

Maintaining proper food temperature both before and after cooking is critical for both food

safety and quality of product. Never keep food products at room temperature. Keep all

food products refrigerated. All refrigerated products must be maintained at a temperature

of 40°F or less. Frozen products stay at temperatures of 0°F (+/-10°F). Tempered

products stay refrigerated between 34°F to 40°F.

PERSONAL HYGIENEGood personal hygiene is key to the prevention of foodborne illness.

Good personal hygiene includes:

• Washing and sanitizing hands according to Sonic’s 20/20

Handwashing Rule.

• Maintaining personal cleanliness.

• Wearing clean and appropriate uniforms and following dress codes.

• Avoiding unsanitary habits and actions.

• Maintaining good health.

• Reporting illnesses to manager on duty.

• Not eating, drinking, or smoking in areas used for food preparation

or storage.

• Jewelry may consist of one smooth single band ring that fits snugly on the finger and one

pair of post earrings worn in the lower lobe of the ear (only one per ear). No dangling or loop

earrings, necklaces, bracelets or watches may be worn, and visible facial/body piercing are

prohibited.

While handwashing seems easy, many people fail to wash their hands properly or as often as

needed. It is vital to wash your hands regularly when working. This is your most important

method of preventing contamination and foodborne illness.

Personal Hygiene

is the key to

the prevention

of foodborne

illness, and

handwashing is

the most critical

component.

9

sonic safeSONIC’S 20/20 HANDWASHING PROCEDUREA major component of Sonic Safe is Sonic’s 20/20 Handwashing protocol. Sonic’s 20/20

Handwashing Rule must be followed at all times. Sonic’s 20/20 Handwashing Rule is defined as

washing hands for 20 seconds a minimum of every 20 minutes. Hint: Twenty seconds is the

amount of time it takes to sing “Happy Birthday” twice to yourself.

HOW TO WASH HANDS:

1. Use warm water to moisten hands.

2. Apply anti-bacterial soap.

3. Wash all areas of the hands and arms for 20 seconds, including between

fingers and underneath fingers.

4. Rinse thoroughly.

5. Dry hands.

6. Rub desinfectant into all areas of the hands and arms.

IMPORTANT: The FDA Food Code and State Codes either limit or prohibit bare hand contact with

ready to eat foods. To ensure compliance with all Federal and State Codes, Sonic has implemented

a “Double Hand Wash” Policy for areas that are not required to wear gloves per your local / state

health department. If no glove policy is in place, repeat steps 1-4, (above), for “Double Hand Wash”

Policy.

WHEN TO WASH HANDS:

1. Before beginning shift.

2. After using the bathroom and again at the hand sink after entering the drive-in.

3. Immediately before prepping food, (including working with exposed food), clean equipment

and utensils, and single-use articles.

4. During food preparation, as often as necessary, to remove soil and contamination and to

prevent cross-contamination when changing tasks.

5. When going from raw to cooked or other ready-to-eat foods.

6. After coughing or sneezing in hands, or in handkerchief.

7. After any break (smoking, eating or drinking).

8. After touching your face, hair or other areas of the body.

9. After cleaning activities. This includes taking out the trash.

10. After handling soiled equipment, utensils or touching any surfaces that are not continually

sanitized.

11. Before putting on food handling gloves to work with food.

12. After any other activity that can contaminate your hands.

10

CORRECT HANDWASHING PROCEDURE:

Wet hands with running warm water (at least 100°F). Vigorously rub arms and hands with soap

for 20 seconds, rinse and dry with a disposable towel, then apply approved hand sanitizer.

GLOVE PROCEDUREGloves are not required under Sonic Safe, however, several health jurisdictions have adopted

a “No Bare Hand Contact with Exposed or Ready-To-Eat Food”

Regulation. Check with your local health jurisdiction to determine if

gloves are a local requirement.

PROPER GLOVE PROCEDURE:

Hands must be washed per Sonic’s 20/20 Handwashing Rule and hand

sanitizer applied before utilizing gloves and in between gloves being

changed.

Use Only Sonic Approved Gloves: Sonic policy requires non-latex gloves be utilized in the

drive-in. Why? Latex gloves contain proteins that can cause an allergic reaction to those

employees utilizing gloves. These proteins can also be transferred from the glove into food which

could cause an allergic reaction to consumers. Synthetic, Vinyl or other Food Grade Gloves are

required.

WHEN TO CHANGE GLOVES:

1. Before beginning shift.

2. After using the bathroom.

3. Immediately before prepping food, (including working with exposed food), clean equipment

and utensils, and single-use articles.

4. During food preparation, as often as necessary, to remove soil and contamination and to

prevent cross-contamination when changing tasks.

5. When going from raw to cooked or other ready-to-eat foods.

6. After coughing or sneezing in hands, or in handkerchief.

7. After any break (smoking, eating or drinking).

8. After touching your face, hair or other areas of the body.

9. After cleaning activities. This includes taking out the trash.

10. After handling soiled equipment, utensils or touching any surfaces that are not continually

sanitized.

11. After any other activity that can contaminate your gloved hands.

Use gloves that fit

properly and are

task appropriate.

Remember gloves

must never be

used in place of

handwashing.

11

sonic safeEMPLOYEE ILLNESSManagers must excuse from work any employee who:

• has been diagnosed with a foodborne illness.

• is experiencing diarrhea, fever, jaundice (yellowing of skin and eyes), sore throat with fever,

vomiting and lesions containing pus.

Before an employee can return to work, the employee’s symptoms must have ceased and the

employee must provide written medical documentation and approval from the appropriate

regulatory authority.

CONTAGIOUS ILLNESS POLICY: EMPLOYEE AND MANAGEMENT RESPONSIBILITIES

Sonic Drive-Ins are committed to helping ensure the health and safety of our employees and

guests and complies with all health department regulations. Various Health and Safety laws

require food service employees to report certain illnesses to their manager and prohibit food

service employees from working when they have certain illnesses. In accordance with these laws,

Sonic Drive-Ins have adopted and will adhere to the following policy.

All employees and members of management must follow the reporting and exclusion from work

requirements specified by law and by policy. Employees must follow good hygienic practices at

all times. Managers should not discuss an employee’s illness with others.

1. All employees must report if they are experiencing any of the following symptoms to their

manager:

• Diarrhea

• Fever

• Vomiting

• Jaundice

• Sore throat with fever

• Acute upper respiratory symptoms that are due to the flu or other contagious condition

• Lesions (such as boils and infected wounds, regardless of size) containing pus on the

fingers, hand or any exposed body part

Managers must restrict employees from working who are experiencing any of the above

symptoms. However, if an employee’s symptoms are the result of a medical condition which is not

contagious in a food service environment, the employee should not be restricted from work. If an

open sore can be covered with watertight covering, the employee can work as normal. Before an

employee may return to work, the employee must no longer be contagious.

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2. Employees must also notify their manager whenever diagnosed by a healthcare provider as

being ill with any of the following illnesses that can be transmitted through food or person-to-

person casual contact such as:

• Typhoid Fever (Salmonella Typhi)

• Shigellosis

• Escherichia coli (e-coli); Enterohemorrhagic (ELTEC) or Shiga toxin producing E-coli

(STEC)

• Hepatitis A virus, or

• Any other pathogen that can be transmitted through food such as: Campylobacter,

Norovirus, or Listeria monocytogenes.

In addition to the above conditions, employees must notify their manager if they have been

exposed to one of the following “High Risk Conditions”:

• Exposure to or suspicion of causing any confirmed outbreak involving the above

illnesses

• A member of their household is diagnosed with any of the above illnesses

• A member of their household is attending or working in a setting that is experiencing a

confirmed outbreak of the above illnesses

Managers must exclude from the drive-in employees who:

1. Have been diagnosed with one of the illnesses listed above;

2. Are experiencing Jaundice; or

3. Are experiencing Diarrhea, Fever, Sore Throat with Fever, Vomiting or Lesion containing pus

and meet a High Risk Condition set forth in Section 2.

If an employee falls into one of the three categories listed above, the manager must also contact

the Crisis Management Hotline at (877) 221-4552.

Before an employee, (excluded from work under any of the three circumstances listed above),

can return to work, the employee’s symptoms must have resolved, the employee must provide

written medical certification that the employee is now fit to return to duty and the employee

must receive approval to return to work from the regulatory authority.

13

sonic safeFOOD TEMPERATURESBacteria and viruses grow best in warm temperatures. The temperature that provides the best

environment for bacteria to grow is 41°F to 140°F. This is called the Temperature Danger Zone.

It is important to keep food temperature above 140°F or below 41°F. That means food should

never sit out at room temperature. If food is kept in the temperature danger zone for longer than

four hours, it must be discarded. That four-hour period starts when the food is packaged at the

manufacturing plant and continues through product storage, preparation, and cooking. If food

needs to be tempered, the best way is to temper it in the walk-in cooler under refrigeration.

THERMOMETER RECOMMENDATIONS AND CALIBRATION INSTANT READ THERMOMETER

• Temperature Range (usually 0°F to 220°F).

• Sheath with Calibration Wrench.

• Instant Reading.

TO USE: When using this type of thermometer, make sure to insert in the thickest part of the

food product. It is important that the thermometer not touch any equipment surfaces nor

protrude from the product. (The dimple, approximately one inch from the stem is where the

temperature is sensed.) With liquid product, the product should be stirred thoroughly before

taking the reading.

Remember to wash, rinse and sanitize thermometer before and after taking food

temperatures. At the beginning of each shift check the calibration and record in the Sonic Safe

Sanitation and Temperature Log.

CALIBRATION:

1. Remove thermometer from sheath and immerse stem a minimum of two inches (5.08 cm)

into a 50/50 ice and water bath without touching the side or bottom of container, until

indicator stabilizes.

2. Holding sheath firmly, slide calibration clip to the bottom. When positioned at the end, use

the hexagon opening as a wrench to re-calibrate.

3. Holding the dial with one hand and the sheath with the other, adjust calibration nut until

indicator reads 32°F (+/- 2°F). NOTE: The thermometer is a precision instrument, severe

shock or strain may affect the accuracy. Refer to the manufacturer’s recommendations for

further explanation, if needed.

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WATERPROOF THERMOCOUPLE (COOPER - 2000MK)

• Temperature Range - 100°F to 999°F (-73°C to 537°C).

• Included: Wall mount bracket; wrap around probe with cord; snap-fit probe cord; and flat grill

probe.

• Recommended for speed and durability.

CALIBRATION:

The temperature of the test solution must be 32°F (0°C). For best results, use a 50/50 ice and

water bath.

1. Turn unit on.

2. Place the probe into the test solution.

3. Hold down both the ΩF and ≈C Keys until “CAL” is displayed (approx. 10 seconds). You are

now in calibration mode.

4. Release both keys. “CAL” will be replaced by “HOLD” on the display.

5. Press and hold down the Cooper key while pressing the up and down arrow keys (ΩF and ≈C)

as required.

6. Hold the Cooper Key until “End” is displayed. Calibration is complete.

WATERPROOF THERMOCOUPLE (ATKINS VERSATUFF™ - TYPE K)

• Temperature Range - 40°F to 1832°F (-40°C to 1000°C).

• Included: wrap around probe with cord, flat grill probe.

• Recommended for speed and durability.

CALIBRATION:

The temperature of the test solution must be 32°F (0°C). For best results use a 50/50 ice and

water bath. If after checking the calibration, the temperature does not register at 32°F (0°C)

(+/- 2°F), the thermometer must be sent to Atkins Repair Department for calibration.

As temperature is vital for keeping food safe, Sonic Safe requires that temperatures of food

and equipment be measured throughout the day. A few key rules to remember when taking

temperatures are:

• Keep thermometers and their storage cases clean.

• Wash, rinse and sanitize thermometers before and after each use to prevent

cross-contamination.

• Wait at least 15 seconds for the thermometer reading to steady before recording the

temperature.

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sonic safe• Stir foods before taking the temperature.

• Notify a manager if the temperature is out of the accepted range.

• Use Sonic Safe Temperature and Internal Meat Temperature Logs with corrective action

noted.

• Ensure corrective action taken is noted on all Temperature Logs.

Take the temperature of meat by placing the thermometer into the thickest part of the food

(usually the center). Log temperatures in the Internal Meat Temperature Log with corrective

actions noted.

Put prepared foods such as onion rings, cut lemons/limes and ice cream mix into the refrigerator

as soon as possible. Make sure to rotate product on a first in - first out basis.

Sonic Safe requires food and equipment temperatures to be recorded on the temperature logs

throughout the day. All hot products, except for hot fudge (110°F or greater), must reach the

internal temperature of 165°F or greater. Always remember to keep hot products hot and cold

products cold.

All products reheated in a Sonic Drive-In must obtain a minimum internal temperature of 165°F

or greater for at least 15 seconds. Product that drops below 150°F, for any time, needs to be

reheated to 165°F or greater. If chili or gravy has dropped below 150°F, it must be discarded

immediately and replaced with a fresh batch. If a batch of chili has been heated within 3 hours of

closing and its temperature has not dropped below 150°F and, if cooled properly (see “Cooling

Foods” below), it can be carried over for use (reheating as described above) the next day for no

more than 3 hours.

Maintaining a consistent air temperature in the walk-in refrigerator (34°F to 38°F) and freezer

(0°F to +/- 10°F) is vital to serving safe food. Watch thermostats to make sure temperatures are

consistent. Do not prop open or fan doors. This will cause temperatures to significantly rise.

Order new internal thermometer if broken or missing.

REVIEW QUESTIONS

The temperature danger zone is ________________.

________________ is the transfer of harmful bacteria or viruses from one surface to another.

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COOLING FOODSCooling foods can be as dangerous as cooking if not done according to Sonic Safe and operational

procedures. The two main methods for cooling food are using a shallow pan or an ice bath.

Placing product into shallow pans increases the surface area and decreases the volume,

therefore decreasing the cooling time to an acceptable time. The ice bath is especially good for

extremely hot foods, such as chili. The product pan is placed in a larger pan that is full of ice.

After the pan is in place, stir the product to decrease cooling time.

PREVENTING CROSS-CONTAMINATIONCross-contamination is the transfer of harmful bacteria or viruses from one surface or food to

another. It can happen in an instant. Common factors of cross-contamination that have resulted

in a foodborne illness include:

• Adding raw or uncooked contaminated ingredients to foods that receive no further cooking.

• Allowing raw or uncooked food to touch or drip onto cooked or ready-to-eat foods.

• Not cleaning and sanitizing food contact surfaces (cutting boards, counters, utensils) before

touching cooked or ready-to-eat foods.

• Handling contaminated (usually raw) food and then touching cooked or ready-to-eat food.

(Example: the grill cook who has touched raw meat and then touches the cheese or bun.)

• Using towels that are not clean and sanitized on surfaces.

• Leaving towels on a surface instead of in a sanitizer bucket.

• Not washing hands between tasks.

The best way to prevent cross-contamination is to clean and sanitize hands, workstations, and

utensils at least every two hours or more frequently, if needed. Every station needs to have clean

sanitizing solution and clean towels available throughout the day.

When stocking any product such as limes, hot dogs, or mayonnaise, remember to never add new

to old product. Always change utensils when you change pans or product. Do not cut holes in the

lids, liner or neck of the containers to dispense product.

Serving safe food means keeping food and/or your station clean, sanitized and free of

contaminates. Presence of a hazardous substance not originally present in food is contamination.

Contaminates are considered hazards to our guests’ health. There are three types of hazards:

physical, chemical and biological.

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sonic safeFOOD HAZARDSPhysical hazards are objects like bread ties, glass, fingernails, jewelry, band-aids and dirt.

Physical hazards are easily avoided by taking precautions and keeping an eye out for them.

Inform your manager of any physical hazards you see so the hazard and the food can be properly

investigated and not served.

Chemical hazards include bug sprays and cleaners that are poisonous to humans. As with

physical hazards, the best practice is to take precautions and be aware of potential hazards. Only

a licensed pest control company can apply chemicals.

Biological hazards, through cross-contamination of microorganisms from raw to ready-to-eat

foods, are the most dangerous for the grill position. Cross-contamination can transmit a disease,

also called a foodborne illness.

Some other simple things that can contaminate food include:

• Scratching your scalp.

• Wearing a dirty uniform.

• Rubbing your ear.

• Spitting in the drive-in.

• Running your fingers through your hair.

• Touching a pimple or an open sore.

• Wiping or touching your nose.

• Coughing or sneezing into your hands.

Prevent contamination by washing and sanitizing your hands after any of these activities.

To keep food safe, always use the handle of utensils, never touch the part of any utensil that is

going to touch anything that a guest’s mouth is going to touch. Cups should be handled by the

barrel, not by touching the lid or rim.

REVIEW QUESTION

Never add new products to ________________________________.

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FOOD ALLERGENSA food allergy is an immune response to a food that the body mistakenly believes is harmful.

Allergic reactions can be caused by ingestion, inhalation, or direct contact. Once a person’s

immune system decides that a particular food is harmful, it creates antibodies to combat it.

The next time the individual eats that food, the immune system releases massive amounts

of chemicals, including histamine, to protect the body. These chemicals trigger a cascade of

allergic symptoms that can affect the respiratory system, gastrointestinal tract, skin, and/

or cardiovascular system. Although an individual could be allergic to any food, such as fruits,

vegetables, and meats, there are EIGHT FOODS that account for 90% of all food allergic

reactions which are recognized by the Food and Drug Administration (FDA). These are: MILK,

EGG, FISH, SHELLFISH, SOY, PEANUT, TREE NUTS and WHEAT (Gluten).

COMMON SYMPTOMS OF AN ALLERGIC REACTIONSymptoms may include one or more of the following: a tingling sensation in the mouth, swelling

of the tongue and the throat, difficulty breathing, hives, vomiting, abdominal cramps, diarrhea,

drop in blood pressure, loss of consciousness, and even death. Symptoms typically appear within

minutes and up to two hours after the person has eaten the food to which he or she is allergic.

All questions and concerns about food allergens must be taken to the manager. The manager is

responsible for establishing food allergy procedures and for educating and training the drive-in

crew.

ALLERGEN GUIDELINES: FRONT AND BACK OF THE HOUSE1. Always ask the food allergic guest questions to clearly understand what food or ingredients

the guest is allergic to.

2. Answer all the guest’s questions about ingredients. Do not hold any information back! If the

answer is not known or in doubt, be honest, say so and recommend another menu item or that

the guest not make a food purchase.

3. Check the guest’s order with the Allergen Chart which is found in the Quality Assurance

Section of the Sonic Operations Manual and the Labels from the Product Cases to ensure that

there is nothing “hidden” in a food item that can cause an allergic reaction.

4. Make a special point to notify the crew that the order is a special non-allergen or

allergen-related food order.

5. All the stations involved in making that order should ensure safety procedures are followed.

This includes washing and sanitizing hands.

6. All stations should ensure that there is no cross-contamination in their part of preparing the

food order.

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sonic safe7. All special orders or requests should be properly labeled with the appropriate descriptor

label(s).

8. All special orders are to be packaged separately to ensure that they do not come into contact

with other food orders and risk cross-contamination.

9. If any cross-contamination has occurred then re-make the product again with fresh

ingredients - DO NOT REMOVE OR SCRAPE OFF INGREDIENTS.

10. Deliver the order, being careful not to spill or drop any other food or drink on any of the other

items to prevent cross-contamination after the order has been prepared.

IMPORTANT: Although instructions have been provided for the crew in handling special

non-allergy food orders, the manager or person in charge should be the one dealing with these

orders from the order placement through the delivery of the order. Only involve the crew when

management is unavailable.

OTHER CONSIDERATIONSThe manager or person in charge must always make sure that the ingredients of any new or

substituted items are known. If a new item’s ingredients are not labeled upon delivery, the

manager should obtain the information from the supplier before using the product. This is

particularly the case with sauces or other products where there may be “hidden” ingredients.

The manager must ensure that all procedures regarding utensils, such as tongs and spatulas,

are followed closely. This is an area where cross-contamination can easily occur. As an added

precaution, clean and sanitize utensils before preparing special orders. DO NOT just wipe the

utensil clean as it might not be enough to prevent cross-contamination; always follow approved

Sonic Safe Cleaning Procedures.

Crew must follow Sonic’s 20/20 Handwashing Rule. Always wash and sanitize hands prior to

preparing allergen-free food orders. If gloves are used to prepare food, hands must be washed,

sanitized, and gloves changed before preparing a special allergen-free food order. Do not re-use

any single service container, such as a strawberry or cherry container, to store another food item

as it may contain allergen protein from the original food item.

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PROCEDURES FOR TAKING THE GUEST’S ORDERIt is best if the manager takes the order, but if unavailable, then the Switchboard person or

carhop must first find out what food the guest is allergic to and check that food or ingredient with

the Allergen Chart to find out what menu items the guest can eat. The guest may already have an

idea of what they want, but it is best to check those items to ensure that there is no possibility of

ingredients that have allergen potential. The crew member should ask the guest questions if the

crew member is unclear on anything.

PREPARING FOR AN ALLERGEN EMERGENCYIf a guest has an allergy attack or other reaction, then the manager and drive-in crew must be

prepared to deal with the situation. In case your drive-in has an allergen emergency, listed below

are “key”steps to follow:

• Designate responsible and trusted crew members and train them to handle an allergen

emergency.

• When scheduling crew, make sure all shifts have a crew member trained for these

emergencies.

• Clearly post the phone numbers of the emergency services, along with the drive-in’s address

and other contact information. Also, list instructions with the posted numbers so that the

crew member is reminded to give details of symptoms and answer all questions asked by the

emergency operator.

• If a guest has an allergic reaction, DO NOT deny it, argue with the guest or try to defend the

drive-in’s actions; get medical help immediately!

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sonic safeOTHER IMPORTANT ALLERGEN CONCERNS

There are other ways in which guests can experience potentially dangerous, even deadly,

reactions to food that are not allergy related.

Here are some of the “key” concerns:

FOOD INTOLERANCE is a reaction that causes similar symptoms or problems for a guest, this

does not involve the immune system. Lactose Intolerance is a good example. If a person lacks

certain enzymes needed to drink and digest milk or milk products, such as Real Ice Cream, then

the person suffers from a form of food intolerance.

GLUTEN, which is found in wheat, barley and rye. According to the National Institute of Health,

approximately two million Americans suffer from Celiac Disease. Though the symptoms may

appear similar, Gluten Intolerance is not a food allergy but rather an inherited autoimmune

disease.

DIABETES is a very important area of concern. This is where a person’s body cannot produce

insulin or not enough to control the body’s glucose (sugar) levels. The insulin converts the sugar

into energy. The body produces insulin primarily at meal times when it receives the most sugar.

If the body cannot produce insulin or very little, then there remains a high level of sugar in the

body. If the level of sugar is too high (a condition known as Hyperglycemia), then a person could

become dehydrated or even fall comatose and emergency medical help will be needed.

In the drive-in, it is very important that crew members use caution when making any drinks that

are labeled “Diet” or “Low Calorie”. In order to prevent an adverse medical reaction, when a

guest orders a Soft Drink, Tea or Slush it is important to ensure that the guest receives the

correct product.

SOFT DRINKS and TEA - Always use caution when preparing these products! A Diabetic guest

ordering a Diet Cherry Limeade or Unsweetened Tea, (who is mistakenly given Regular Cherry

Syrup or Sweet Tea), has the potential of experiencing a Diabetic reaction.

SLUSHES - Slush base and Slush flavor(s) contain sugar. There are NO Diet Slushes. Guests

ordering a Diet Slush must be told there is no such product and crew members should NEVER

make a Slush using Diet or Low Calorie Soft Drink Flavoring(s); to do so may present a

medical risk for the guest.

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MONOSODIUM GLUTAMATE (MSG) is another common food ingredient that consumers have

an interest in. MSG is used as a flavor enhancer in a variety of foods. It has become controversial

in the last 30 years because of reports of adverse reactions in people who have eaten foods that

contain MSG.

Important: The Food and Drug Administration (FDA) considers MSG and related substances as

safe food ingredients for most people when eaten at customary levels. All Sonic approved food

items are MSG free.

It is important for the crew to understand that if a guest returns a product it may be for serious

health reasons concerning what food(s) they can eat, and that they are just not being fussy or

difficult. If you encounter food intolerant or diabetic guests, the crew is to focus on accurately

making and giving the guest what they order and require.

FOOD STORAGEStoring food properly is one of the keys to preventing cross-contamination from happening. In

the walk-in refrigerator store raw or uncooked foods below ready-to-eat foods. That way raw or

uncooked product cannot drip onto ready-to-eat food. When receiving foods check for proper

labeling, proper temperature, and proper appearance. Write a receive date on products. Inform

the manager if you notice any of the following so the shipment can be rejected:

• Broken boxes, leaky packages or swollen, dented cans.

• Large ice crystals on food or boxes.

• Signs of roaches or other pests.

• Dry foods that are wet or damp.

• Food that has passed its expiration date.

As soon as deliveries have been inspected they should be stored immediately. Remember these

key points when storing food:

• Store raw or uncooked foods (such as hot dogs and chicken) below ready-to-eat foods.

• Practice FIFO – First In First Out method of stock rotation. Store food so that the oldest

product gets used first.

• Label and date all stored foods. Stored foods should be kept in clean and sanitized NSF

certified containers.

• Store product six inches off the floor and away from the walls.

• Keep storage areas clean and dry.

• Never store chemicals near food or paper products used for food.

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sonic safe• Check the temperature of all refrigerators and freezers throughout the day and record as

required.

• Review Temperature Logs for accuracy and completion.

• Keep mops and brooms off the floor when not in use.

CLEANING AND SANITIZINGThere is a big difference between cleaning and sanitizing. Clean means the absence of dirt,

sanitary means reduction of harmful germs and bacteria. At Sonic we need to make sure our

drive-in is both clean and sanitary.

To be effective, cleaning and sanitizing must be a two-step process. Surfaces must first be

cleaned and then sanitized.

Everything in your drive-in must be kept clean but all surfaces that come into contact with food

must also be sanitized. Clean and sanitize all food contact surfaces:

• Each time you use them.

• When you begin working with another type of food.

• When you’re interrupted during a task.

• Every 2 hours.

In order for the sanitizer to be effective you must:

• Use the right temperature of water. At Sonic, the water for sanitizer must be between

75°F to 110°F. Hot water can prevent the sanitizer from working and give inaccurate

concentration readings.

• Use the right amount of concentration: TARGET: Chlorine 100 ppm - Quat 200 ppm with

range of 150 - 350 ppm.

• At Sonic, you will either be using an automatic portion control device or individual packets

that are added to a sink of cool water. When filling sink and sanitizer buckets, always use

sanitizer test strips to test the concentration level of the sanitizer. (Note: your manager or

trainer will show you how to use the test strips correctly as Chlorine and Quat Test Strips are

different.)

At least every two hours, or when dirty, change the sanitizer water. Sanitizer solutions lose their

effectiveness over time. Also, do not forget to change the towels as they become dirty.

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Part of keeping the drive-in clean and sanitary is keeping all the dishes and utensils clean and

sanitized. The three-compartment sink needs to be set up during cleaning periods. If a spatula is

dropped during a rush, it still must be quickly washed and sanitized. Before you set up the three-

compartment sink for washing, you must clean and sanitize each sink and drain board. Fill the

first sink with hot soapy water; the middle sink is left empty (it is used to rinse items before and

after washing). The last sink is for the sanitizing solution. Make sure you test the concentration

of sanitizer with a sanitizer strip after filling the sink. To wash dishes in the three-compartment

sink:

• Rinse or scrape all items.

• Wash items in hot soapy water. Replace the water when the suds are gone or the water is

dirty.

• Rinse items in the middle sink.

• Submerge items in the third sink to sanitize.

• Air-dry all items before storing.

Serving safe food is your obligation to our guests. Following all Sonic Safe guidelines for your

station will help keep the food you serve safe from harmful germs and bacteria. Remember to

mind the little things because what you can’t see can hurt you.

NOTE: For detailed cleaning information, see the Sonic Cleaning Manual, or the Quality

Assurance section of Volume 2 of the Sonic Operations Manual.

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sonic safe

1. You must wash hands after __________.

A. you sweep the floor around you

B. you come back from smoke break

C. you have handled raw product

D. all of the above

2. The temperature danger zone is between __________.

A. 40°F - 141°F B. 45°F - 145°F

C. 41°F - 140°F D. none of the above

3. The walk-in refrigerator must maintain what temperature?

A. 34°F - 38°F B. 10°F - 34°F

C. 0°F - 10°F D. 38°F - 41°F

4. The freezer temperature should be at __________ or below.

A. 34°F - 38°F B. 41°F - 140°F

C. 0°F (+/-10°F) D. 34°F (+/-10°F)

5. Sanitizer water must be approximately at what temperature?

A. 40°F or less B. 75°F - 110°F

C. 212°F D. No requirement

6. Two recommended ways to cool food are shallow pan and __________.

A. ice bath

B. put into freezer

C. let cool at room temperature

D. uncovered in walk-in or refrigerator

7. What are causes of foodborne illness?

A. Poor personal hygiene

B. Time and temperature abuse

C. Cross-contamination

D. All of the above

SONIC SAFE CERTIFICATION TEST

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8. The internal temperature of hot food should be __________ or greater (except hot fudge)?

A. 165°F B. 155°F C. 140°F D. 141°F

9. Circle the reason when it is okay to combine an old and new batch of chili.

A. Both pans maintain an internal temperature of 165°F

B. Your manager says it is okay

C. Both pans maintain an internal temperature of 140°F

D. Never; old and new food are never combined

10. What are types of contaminants?

A. Physical B. Biological

C. Chemical D. All of the above

11. What is cross-contamination?

A. The transfer of harmful bacteria from people to people

B. The transfer of chemical to food

C. The transfer of harmful bacteria from food to people

D. The transfer of harmful bacteria from one food or surface to another

12. When not in use, towels should be stored __________.

A. on dresser station B. in sanitizer solution in bucket

C. on prep table D. in apron

13. What jewelry is NOT allowed?

A. Watches B. Rings with stones

C. Dangling earrings D. All of the above

14. Raw food should be stored __________.

A. above ready to eat food B. below ready to eat foods

C. above fruits and vegetables D. both B and C

15. Sonic’s 20/20 Rule refers to __________.

A. a newsletter B. a training video

C. handwashing D. cook time for meat

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sonic safe

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Documents

1234567890 - Amazon S3€¦ · 8. HANDLING COMPLAINTS When handling guest complaints, view this as an opportunity to retain individuals as Sonic guests! Following these guidelines,