This week sets the foundation. You will learn our Restaurant Customer Care Strategy, your six Key Result Areas, and our definition of leadership.
Time to complete: about 45 to 60 minutes of lessons, plus 30 minutes of reading.
What you will learn
01 The Winning Hearts Every Day strategy and its two pillars
02 The six Key Result Areas that define success in your role
03 Our SERVE definition of leadership and HEART character
04 Real-world application through scenarios and a knowledge check
Lesson 1 — Restaurant Customer Care Strategy
Winning Hearts Every Day
One of your key jobs is to execute the WHED strategy on every shift.
Why this matters: Every decision you make as an Ops Leader should serve this strategy. When in doubt, ask: does this help us win hearts today?
The Two Pillars
Operational Excellence
Craveable FoodMake it safe and follow procedures
Fast and Accurate ServiceBe quick and confirm orders
Welcoming EnvironmentKeep it clean, safe, and refreshing
2nd Mile Service
PersonalUse names, warm welcome, fond farewell
ProactiveCheck in and anticipate needs
GenerousSurprise and delight with food, fun, and more
THE FOUNDATION — Attentive and Friendly Team Members
The hands and heart of WHED. Pay attention to details. Deliver the Core 4 with every interaction. Recover quickly when something goes wrong.
Must memorize: The flashcards on the next screen will help.
Active Recall — Flashcards
Lock in the WHED Strategy
Tap each card to reveal the answer. Try to say it out loud before flipping.
What are the 2 Pillars of Winning Hearts Every Day?
TAP TO REVEAL
TAP TO FLIP BACK
Card 1 of 6
Lesson 2 — Your Role
The 6 Key Result Areas
These six KRAs define what success looks like for an Ops Leader. Tap each one to see what winning looks like and what it will take.
Your role summary: You are ultimately responsible for coordinating production and hospitality according to the vision of the Senior Leader and in alignment with our foundation and core values.
Apply the KRAs
Scenario: A Shift on the Edge
Read the scenario, then type your response. Your developer will review and give feedback.
It is 12:15 on a Friday. DT order taking is on pace, but you walk past the secondary zone and see empty chutes on nuggets and strips. The bottom of the warmer is half full. Your secondary lead, Marcus, is helping bag and looks frustrated. A team member tells you the chicken team is behind. Lunch is just getting started.
What are your next three moves, and who do you talk to first?
Coach's note: Strong responses identify the bottleneck (chicken production), reassign someone to support the secondary zone, and communicate the plan to Marcus and the team — all within 60 seconds.
Lesson 3 — Our Leadership Model
SERVE and The Leader's HEART
Leadership is more than what you do. It is who you are underneath. We use an iceberg to picture this.
10% Above the Surface
Leadership Skills (SERVE)
What people see
90% Below the Surface
Leadership Character (HEART)
Who you really are
SERVE — what we do
S
See the FutureAnticipate, plan ahead, read the forecast
E
Engage and Develop OthersConnect with the team, coach them up