Why the Boss wants to go undercover: Boston Market is currently at a crucial point in its company history. After being founded in the mid-80's, the corporation grew very rapidly in a few short years, unfortunately it was too quickly and Boston Market went bankrupt. As the company slowly regains it's presence in the fast casual market, a need to contemporize has become apparent. Sara Bittorf, the company's Chief Brand Officer will be looking for opportunities to improve the brand for both the customers and the employees.
Jobs she will do undercover:
Hourly Shift Supervisor – "Love to Serve" is the Boston Market employee motto. Sara expects to see the employees treating every customer with respect and making sure that the brand is being portrayed positively. What will Sara do when she comes face to face with an employee who doesn't follow the Boston Market motto?
Assistant General Manager – For Sara, employee morale affects quality of service and has an impact on the brand's image. How does she react when she discovers that her employees are not getting proper breaks?
Drive-Thru – The drive-thru is a significant part of the Boston Market business. It's important that customers get their food as quickly as possible and with the care they would receive in the restaurant. Will Sara be able to make the cut when she's put to the test at the drive-thru window?
Assistant General Manager – An assistant manager should support their team, making sure that no employee is overwhelmed or overworked. Will Sara be happy with the way this single mother is working with her employees?
Ronnie, Hourly Shift Supervisor: Ronnie claims to hate all customers and Sara was so shocked by his behavior that she was compelled to reveal her identity and take dramatic action.
Sash, Assistant General Manager: Perky and always smiling, Sash loves her job at Boston Market and the people with whom she works. Truly selfless, Sash doesn't feel that her staff is paid well enough by corporate and she wishes she could do more for her co-workers.
AJ, Drive-Thru: AJ loves his job and is a whiz at the drive-thru. He never gets frazzled under the pressure and always finds a way to be warm to the customers. After enduring a troubled past, AJ has turned his life around. Boston Market has provided him with a second chance at life.
April, Assistant General Manager: Spunky April is always smiling and loves everyone who comes into her restaurant. April is hopeful she'll achieve all her dreams and move up the corporate ladder at Boston Market.