Running a register in the lane-driven layout is a fairly complicated job. On average, it takes 40 hours of cashier training to operate a register. With the new layout, the training takes less than a day, so Hosts can start helping customers much faster.
“It’s not just a self-checkout experience. It’s a manned checkout experience if you want. We’re able to move customers through a lot faster,” Downing continued.
A Better Place to Work
These personal interactions are changing the whole experience for associates as well.
“Getting that personal face-to-face conversation, it’s really nice,” Downing said. “I’ve noticed in just two weeks that it’s helped me be more positive and more outgoing to new people.”
As a Frontend Team Lead, Matt Downing is responsible for running the frontend and developing his team of Hosts. Downing has noticed that his team has been feeling more empowered and connected with the rest of the store now that they’re not required to stand at a register.