Headset Assigned Roles

With 4 Counter Employees Are Scheduled

Person 1: Is the crucial and sole communicator at the chatterbox. This team member will be
parked at the terminal closest to the manager’s desk. They will be the only one to communicate
with the person pulled up at the chatter box.
 Step 1: A greeting
o “Hi, welcome to LaRosa’s/White Oak”
 Step 2: Get the order name
o “What’s the name on your order today/night?”
 Step 3: Locate order on the terminal
o If found, confirm the name once more with the guest
 Tell them the total amount of money they owe (if any), and instruct
them to pull up to the window
o If you cannot locate the order, ask for another name or phone number
 If you are still unable to find the name, make note of that along with
their car color/type so Person 3 knows it’s coming
 Step 4: Print a receipt of the guest
o If the guest still needs to pay, put a dash through the ticket with a red sharpie
 If the guest has already paid, no dash needed
 Step 5: Hang the printed receipt directly behind you on the heat lamp closest to the
window
o In order from Left to Right
 Step 6: Repeat Process
 Potential Issues
o This part of the process is most crucial, they cannot be chatting with other
employees. More importantly, this role will have to avoid helping people at
counter, which is why there will be a sheet placed in front of the terminal to
direct guests to the other counter terminal (See last page)
 Person 1 cannot leave their spot
o If something happens where Person 1 needs to step away for a moment,
they need to inform the guest at the Talk-Box
 “Hi, welcome to LaRosa’s, we’ll be right with you.”

Person 2: Is the middle-man between the chatter-box and the window. As Person 1 organizes
the tickets on the heat lamp, this part of the team needs to be locating and bagging the orders,
with receipts attached, so that by the time the guest gets to the window, we’ll have the order
ready to give.
 It is also crucial that this part of the team checks on the status of an order that they
don’t see at the front terminal.
 o Rather than going back to check on it themselves, they should headset call
Person 4, or any other manager on headset, to get eyes on the order.
 Furthermore, Person 2 cannot leave the front counter
 If there are cars pulled up, Person 2 can step away to run
these orders out.

Person 3: Is the face of the team and will communicate with our guests at the Pick-Up window.
They will be stationed at the window terminal.
 Step 1: Greet the guest (THE ORDER SHOULD ALREADY BE PULLED UP ON THE
TERMINAL YOUR END)
o Their order should be bagged and ready by the time they get to the window.
 If it is not, Person 2 and Person 3 need to have somesort of
status/timeframe on the order via a manager or other counter team
member before instructing the guest to pull up.
 In the event that we pull a guest to the line, wall or a spot in
our parking lot, we must put the current time on the receipt
and hang it on the FAR SIDE heat lamp, not the closer one
where Person 1 is hanging up line orders
 Step 2: Get payment
o If there is a red dash on the receipt, then that is a reminder that the guest
still needs to pay.
 Step 3: Hand order out to guest
o In an ideal world, Person 3 will get to skip steps 1 & 2!
 Step 4: Thank the guest
o They may ask for Plates & Napkins, Parmesean/Red Pepper Packets – ensure
we ask how many they would like
 Step 5: Pull up the next order
 It is crucial that Person 3 stays locked in at their window position.

Person 4: Is the floater of the team. Listed below are their roles.
 Front Counter: Person 4 needs to ensure that our “Wait” orders, or “Walk-in” orders
are taken care of – that their food is placed and paid for.
o When taking care of a guest who is placing food within our store, it is Person
4’s responsibility that they receive said food.
o The receipts for “Wait” orders are to be hung on the heat lamps furthest
from the window.
 Running Orders: If there are cars pulled up from the window, Person 4 needs to be
keeping track of those orders and taking them out to our guests.
o The Guest’s car color/type & location will be written on this receipt by Person
3.
 Checking Food: When able, Person 4 should be checking Pizzas/Hoagies and bringing
the checked food up to the heatlamps.
o Food also should be organized and grouped by order name.
 o All checked food should have a smiley face on the ticket.
 Important Note: This is a role that can be easily over run.
o If Person 4 is being spread to thin, then they need to inform a manager.
 The manager of the night will need to assist with
 A) Checking food: Keep Person 4 at the Counter as much as
possible
 B) Running out pulled up orders: Keeps Person 4 inside at the
Counter

When 3 Counter Employees Are Scheduled

Person 1: Communicates via headset to our guests at the Chatter-Box.

 See Person 1 Guidelines for “When 4 Counter Employees Are Scheduled”
 Still prints receipts

Person 2: Window & Bagger

 See Person 2 & 3 for “When 4 Counter Employees are Scheduled” combine the roles

Person 3: The Floater

 See Person 4 for “When 4 Counter Employees are Scheduled”

Managers: Help Person 2 & Walk-In “Wait” Orders

When 2 Counter Employees Are Scheduled

Person 1: Communicates via headset to our guests at the Chatter-Box while also checking,
gathering, and organizing orders.
 See Person 1 for “When 4 Counter Employees are Scheduled” for steps on how to talk
to a guest at the Box
 Print receipts when they can, more often than not just tell Person 2 who’s coming up
 Needs to ensure we have the order on our screen

Person 2: Is stationed at the Window, bags orders, ensures they know who’s next in line.

Note: It may be beneficial to have a sheet of paper up front near the window for Person 1 & 2
to jot down the names of the orders in line.
 TERMINAL CLOSED

Please direct yourself to the other

terminal. Thank You!

Welcome to White Oak, we’re happy to

serve you!