Make Their Day
Friendliness
Guest Services
Let's Go!
This course has audio & video. Press the audio icon in the lower right-hand corner to unmute before starting!
Press play
Welcome to Make Their Day Friendliness: Guest Service Positions
You already know how to be friendly.
You do it every day
It comes naturally because it's real.
They come because it feels like something.
Friendliness
Friendliness Behaviors
Greet Everyone With a Smile
Make eye contact and use a warm, welcoming tone
Actively Listen
Pay attention & show you care about what's being said
Make Small Talk Count
Have simple, friendly conversations
Offer Help First
Look for ways to help before it's asked
Say Thank You
Show appreciation to the Team and invite Guest to return
Respect Others
Be kind, positive & welcoming to everyone
The First Impression
The first Team Member the Guests interact with sets the tone for the whole visit.
Simple actions matter.
That moment might happen at:
• The register
• The drive-thru
• The pickup counter
• The Patio
• Even the Parking lot
A warm greeting immediately tells the Guest: “You’re welcome here.”
These small things show Guests they matter.
The First Impression
Check your Knowledge
Friendly Service Starts With Listening
Guests often tell us exactly what they need.
For example: Instead of rushing through an order, take a moment to repeat it back. “Just to confirm, that’s a beef with sweet peppers and fries.” That simple step helps Guests feel heard.
But we have to listen carefully.
Active listening means:
• Paying attention
• Not interrupting
• Confirming the order if needed
This helps prevent mistakes and shows respect.
Make Small Talk Count!
Friendly conversation doesn’t have to be long.
Sometimes it’s just a quick comment.
Maybe you notice a Guest wearing a sports jersey. You might say: “Big game tonight?”
Or if someone says it’s their first visit: “You picked a great place to start.”
These quick moments create connection. And connection is what turns good service into great hospitality.
Offer Help Before It's Asked
A guest facing Team Member should be aware of guests at all times
One of the most powerful ways to show friendliness is by anticipating what Guests need.
Click the buttons on the image to learn more.
If a Guest looks confused a simple "Hi, Can I help you?" makes a guest feel you care.
A guest has a large order and needs help bringing it to their table
Guest Service Action Examples
Click on each card to learn more
RUNNER
CASH/ORDERTAKER
PATIO
SETUP/EXPO
PICKUP
Press play to see how we show friendliness in Guest facing Postions
Let's Practice: Friendliness Drag & Drop Activity
Drag each behavior into the correct box:
Friendliness At Guest Service
Missed Opportunity
Every shift is made up of small moments. The choices you make in those moments shape the experience.
Let's Go!
Friendliness at Guest Service
Missed Moments
Hearing a guest's concern but not helping
Happily answering a Guest's question about their order
Making small talk
Interacting with a smile and energy
Walking past a Guest who looks confused
Not repeating the Guest's order
Interupting a Guest
Saying "Hi" to a Guest to start the interaction
Keep Going
It's all about Friendly Interactions!
Friendliness is what makes Portillo's, Portillo's.
People remember those positive interactions.
It's an experience they will share with their friends and family.
Your station gives you the ability to create moments Guests will remember.
Think About This
Press play
Thank you for learning about Make Their Day Friendliness: Guest Service Positions
CASH/ORDERTAKER
Why this position has such an impact
This is usually the first interaction most Guests have. It sets the tone for the visit. This is where the experience becomes personal. A great ordertaker doesn't just take orders - they help the Guests feel taken care of right from the start.
WHAT FRIENDLINESS CAN SOUND LIKE IN THIS POSITION:
- Makes eye contact and smiles at Guest while greeting
- Uses natural conversation ("First time here?" or "Great choice - that's one of my favorites.")
- Helps Guests decide, not just take the order
- Offer suggestions or enhancements, like cheese sauce, to make it better!
- Include recommendations - share your genuine favorites
- Personalize the interaction when possible (noticing regulars, interacting with kids)
- Repeat the order to ensure it's exactly how they want it
- Help the Guest with where to go next and offer a Thank you.
SETUP/EXPO
Why this position has such an impact
This position often spends the most time with the Guests. When there's energy and excitement at Expo, it creates a show and the Guests have fun waiting for their order.
WHAT FRIENDLINESS CAN SOUND LIKE IN THIS POSITION:
- Making eye contact and welcoming Guests as they approach
- Noticing points to talk about - sports, holidays, groups, events
- Interacting with kids
- Offer entertainment - doing what feels natural - like singing or laughing
- Personalize the handoff with eye contact and a Thank You
- Ancitipates hesistation and addresses it ("Are you waiting on an order? I'll check on that.")
- Give your BEST rhyme - it matters! Guests LOVE to hear what their rhyme will be.
PATIO
Why this position has such an impact
This role creates comfort and care. When done well, Guests feel relaxed, comfortable and taken care of.
WHAT FRIENDLINESS CAN SOUND LIKE IN THIS POSITION:
- Proactively checking in ("Everything tasting good?" - quick and natural)
- Notices and solves issues before they're raised
- Helps Guests get settled (offers high chair, clearing space, adjusting tables/seats)
- Interacts with kids in a fun manner
- Clears tables for Guests
You might be the only positive interaction a Guest or Team Member has today. And that’s what makes friendliness so important.
RUNNER
Why this position has such an impact
This is the final interaction in the Drive Thru. It's what Guests remember most and a friendly experience while waiting can make the visit fun.
WHAT FRIENDLINESS CAN SOUND LIKE IN THIS POSITION:
- Smiling when approaching the cars
- Notices details (kids in the car, long waits) and responds to it
- Adds a personal touch ("Appreciate your patience tonight!" or "That's a great order!"
- Makes small talk if Guests are waiting ("Really excited about this warm weather today!"
- Leaves Guests with a smile and a Thank You
PICKUP
Why this position has such an impact
This area can feel confusing or frustrating for Guests and drivers. Friendly, clear communication helps keep the experience smooth and the Guests loving the experience.
WHAT FRIENDLINESS CAN SOUND LIKE IN THIS POSITION:
- Acknoweldges Guests and drivers immediately
- Makes eye contact
- Communicate clearly about wait times
- Asks if they need assistance finding their order
- Thank them for coming
Time's up!
The available time to complete the activity has run out. You can try again whenever you want.
Start Over
Make Their Day - Guest Services
Kim Rivera
Created on March 10, 2026
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Transcript
Make Their Day
Friendliness
Guest Services
Let's Go!
This course has audio & video. Press the audio icon in the lower right-hand corner to unmute before starting!
Press play
Welcome to Make Their Day Friendliness: Guest Service Positions
You already know how to be friendly.
You do it every day
It comes naturally because it's real.
They come because it feels like something.
Friendliness
Friendliness Behaviors
Greet Everyone With a Smile
Make eye contact and use a warm, welcoming tone
Actively Listen
Pay attention & show you care about what's being said
Make Small Talk Count
Have simple, friendly conversations
Offer Help First
Look for ways to help before it's asked
Say Thank You
Show appreciation to the Team and invite Guest to return
Respect Others
Be kind, positive & welcoming to everyone
The First Impression
The first Team Member the Guests interact with sets the tone for the whole visit.
Simple actions matter.
That moment might happen at:
• The register
• The drive-thru
• The pickup counter
• The Patio
• Even the Parking lot
A warm greeting immediately tells the Guest: “You’re welcome here.”
These small things show Guests they matter.
The First Impression
Check your Knowledge
Friendly Service Starts With Listening
Guests often tell us exactly what they need.
For example: Instead of rushing through an order, take a moment to repeat it back. “Just to confirm, that’s a beef with sweet peppers and fries.” That simple step helps Guests feel heard.
But we have to listen carefully.
Active listening means:
• Paying attention
• Not interrupting
• Confirming the order if needed
This helps prevent mistakes and shows respect.
Make Small Talk Count!
Friendly conversation doesn’t have to be long.
Sometimes it’s just a quick comment.
Maybe you notice a Guest wearing a sports jersey. You might say: “Big game tonight?”
Or if someone says it’s their first visit: “You picked a great place to start.”
These quick moments create connection. And connection is what turns good service into great hospitality.
Offer Help Before It's Asked
A guest facing Team Member should be aware of guests at all times
One of the most powerful ways to show friendliness is by anticipating what Guests need.
Click the buttons on the image to learn more.
If a Guest looks confused a simple "Hi, Can I help you?" makes a guest feel you care.
A guest has a large order and needs help bringing it to their table
Guest Service Action Examples
Click on each card to learn more
RUNNER
CASH/ORDERTAKER
PATIO
SETUP/EXPO
PICKUP
Press play to see how we show friendliness in Guest facing Postions
Let's Practice: Friendliness Drag & Drop Activity
Drag each behavior into the correct box:
Friendliness At Guest Service
Missed Opportunity
Every shift is made up of small moments. The choices you make in those moments shape the experience.
Let's Go!
Friendliness at Guest Service
Missed Moments
Hearing a guest's concern but not helping
Happily answering a Guest's question about their order
Making small talk
Interacting with a smile and energy
Walking past a Guest who looks confused
Not repeating the Guest's order
Interupting a Guest
Saying "Hi" to a Guest to start the interaction
Keep Going
It's all about Friendly Interactions!
Friendliness is what makes Portillo's, Portillo's.
People remember those positive interactions.
It's an experience they will share with their friends and family.
Your station gives you the ability to create moments Guests will remember.
Think About This
Press play
Thank you for learning about Make Their Day Friendliness: Guest Service Positions
CASH/ORDERTAKER
Why this position has such an impact
This is usually the first interaction most Guests have. It sets the tone for the visit. This is where the experience becomes personal. A great ordertaker doesn't just take orders - they help the Guests feel taken care of right from the start.
WHAT FRIENDLINESS CAN SOUND LIKE IN THIS POSITION:
SETUP/EXPO
Why this position has such an impact
This position often spends the most time with the Guests. When there's energy and excitement at Expo, it creates a show and the Guests have fun waiting for their order.
WHAT FRIENDLINESS CAN SOUND LIKE IN THIS POSITION:
PATIO
Why this position has such an impact
This role creates comfort and care. When done well, Guests feel relaxed, comfortable and taken care of.
WHAT FRIENDLINESS CAN SOUND LIKE IN THIS POSITION:
You might be the only positive interaction a Guest or Team Member has today. And that’s what makes friendliness so important.
RUNNER
Why this position has such an impact
This is the final interaction in the Drive Thru. It's what Guests remember most and a friendly experience while waiting can make the visit fun.
WHAT FRIENDLINESS CAN SOUND LIKE IN THIS POSITION:
PICKUP
Why this position has such an impact
This area can feel confusing or frustrating for Guests and drivers. Friendly, clear communication helps keep the experience smooth and the Guests loving the experience.
WHAT FRIENDLINESS CAN SOUND LIKE IN THIS POSITION:
Time's up!
The available time to complete the activity has run out. You can try again whenever you want.
Start Over