Controlling the line

A cashier is not just an order-taker. The cashier controls the emotional pace of the line. A confident cashier can move 30 guests through in 25 minutes and have every one of them leave warm. A weak cashier turns a 6-deep line into a 12-deep line in five minutes by losing pace, drifting on indecisive guests, and skipping acknowledgments behind the front guest.

• Acknowledge every guest in line within 4 seconds of arrival, even when you are mid-order with the front guest. Look up, half-second smile, hi guys, I will be right with you. The acknowledgment is the eye contact and the word, the verbal greet can wait.
• Move indecisive guests fast. After 30 seconds of staring, ask one question that cuts the menu by half: bowl, burrito, or thali? Then a second question: chicken, paneer, or vegan? Then a third: mild, medium, or spicy? Three questions, decision made.
• Read overwhelmed first-timers in 10 seconds. The deer-in-headlights look means it is your job to take control. Use the hook (when was the last time you did something for the first time?), then the comfort line (Indian comfort food, the heat is in your hands), then the easy entry recommendation. Done in 30 seconds.
• Avoid bottlenecks at the register. If a guest is fishing for a card, taking a phone call mid-order, or arguing with their group about the order, do not freeze. Say, take your time, I will help the next guest while you decide. Move the line. Come back to them.
• Keep emotional pace high. Smile while ringing. Voice up so the line behind hears the energy. A dragging cashier kills the room.
• Read the line behind the front guest. If you see a wave forming, signal a coworker (raise your hand, nod) so a Greeter activates. Do not wait for the manager to notice.