It’s only three o’clock and everyone is already getting prepared for the Friday night dinner rush. Managers sit out in the dining room, holding their weekly meeting while the cooks prepare pizzas, lasagna, and other popular items. The lone cashier prepares salads, tossing three tomatoes on to each. None of them are sure what’s going to happen tonight, because working in a fast food place such as this, the flow of people coming in changes every day. By four, the manager’s meeting is over, and the opening crew has vanished from the scene. All the prep work is done, and all the crew can do now is sit around waiting. Not any to stand around, the cooks head back, into the back of the house and pull dozens of trays out of the dishwashing area. They pile the trays on the tables and put tons of breadsticks on them. When the bread is all laid out, the butter comes out, which I have found is the most strenuous part of this tedious process. When these amazing people do it, it’s almost a second nature to them because they do it every day.

The drive thru headset beeps, scaring the cashier wearing it on her head, it’s annoyingly loud today, but, she answers it cheerfully.
There’s a slight tension in the room, because this one car could be the start of a massive rush, or it could be nothing.
Friday nights are always the busiest nights of the week, and it’s proven by how many people are on the shift.
Night crews tend to be 7 to 8 people maximum.
Friday and Saturday nights, however, have at
least 8 people on them.
As more people head into the restaurant, the drive thru beeps again.
This time, for sure, this is the beginning of the rush.
When they’re asked the worst part of the job, most associates will not answer “The rushes” like one might think. The rushes are the thrill of the night, and they make time go by faster, and actually, the least favorite parts about the job are things like “All the stupid high school teenager drama!” Which is what Jaimie told me, and it’s the one thing that she wants to get rid of completely. Another hard aspect of the job is dealing with all the different kind of people. “You get some people who want you to talk to them, and then other’s who are like ‘Leave me the hell alone or I’ll eat you!’” which, is an exaggeration said by Alicia. Despite what people think, it’s harder to work in food service, especially at Fazoli’s. Fazoli’s is a combination of fast food and fine dining, because of the way that the company philosophy is, “To become America’s favorite family Italian restaurant.”

The drive thru beeps again, this time being the fifth time in the past three minutes, and the cashier starts to freak out a little. When working the drive thru, guests expect their food to be ready, and they want to get out of there as fast as possible. The timers on the register start to flash at 300 seconds, and she knows that she’s done. Her times are all messed up now, and she calls for help from someone from the front. Taking constant orders, bagging, and handing out food all at once won’t work for her tonight, and the extra in the front hurries into the kitchen to help her. “Can I get a turkey sub with the number six?” the screechy female voice asks over the speaker; the frantic cashier looks at the extra from the front, “Let me ask a manager, can you hold on please?” she replies to the woman’s request. Looking at the tall Mexican man beside her, he shakes his head saying “No” to the question. When the cashier goes back to talking to the woman, she gets very disgruntled because her request was denied. “Fine,” she said, “I’ll just get…” When she pulled up to the window, she questioned the manager, “Why can’t I get it this way?” she said, annoyed. He replied calmly that he could not give it to her that way because it's not on the menu. She huffs, and waits for her food to get to her.
This is an often reoccurrence in the food industry, and people place odd requests every day. Roberto, the general manager (who is referred to more than not by “Mr. Boss Man”) was surprised when asked the strangest request he’s ever gotten. “Other than a burger and fries you mean? Well there was this one lady who wanted a cold salad, with hot noodles, like spaghetti, and then she wanted cold shrimp on it.” Alicia, who was standing next to him, said that she once had someone request “ball-sanga.” That was a late night one, right before closing, and the guy said he wanted “ball-sanga” and he wanted the cooks to open up the lasagna and put meatballs in it. She told him no, and not to her surprise, when he got to the pick up window, he seemed a little tipsy, or even high. “Other than that,” she said “Someone requested a fettuccine alfredo with extra cheese… and I’ve gotten ‘ravioli marinara with meat sauce’ a lot. Oh! Then one time, there was this guy who asked for extra grits on a salad. …We don’t even have grits!”
“Where’s Ryan?” has been the question of the evening on this particular night. The newest addition to the night crew has not shown up at all this evening. The shift is running with 7 people, instead of the normal 8. They’re fine right now, but if they get another slam, they’re going to be in trouble.
Saturday morning, the truck day, the early day… on Saturdays half of the morning crew arrives up to forty five minutes early to put away freight. Delmy and Horlando come in the building, dragging their feet. “Is cold!” Delmy says to me, like every morning that we work together and it’s cold outside, this morning is no different. Once we are all on the clock, we head to the back of the building to begin the task. Horlando takes the heavy things, I take the stuff that has to go upstairs, and Delmy takes the fridge/freezer area. Putting away all the boxes and unpacking some of it is tedious and it involves a lot of heavy lifting. From the top of the stairs, the radio can be heard. Horlando just turned it on, and his random singing along can be heard up to the front of the store. Sometimes when we’re doing the Saturday morning truck, I’ll pop in my ear phones, so I don’t have to listen to the same music over and over again.
There’s a lot of controversy over the radio. If the associates want to listen to it, it’s fine as long as it’s not too loud. The radio in the back of the house is broken though, so it’s hard to find the stations if it’s changed. Some of the cashiers are scared to change the station when they’re back there, because they think that Horlando or Delmy will get mad at them, and Roberto’s mentioned that as well. “It’s not so much that they’ll get mad, they’ll get annoyed when they try and change it back,” said Roberto.
When we’re finished with that, I have to head to the bank and make salads while Delmy and Horlando make pizza, broccoli, chicken, lasagna, and anything else that they might need. By now it’s almost 10 o’clock, and both of them take their breaks, so that we can open the store at 10:30. Jaimie arrives, a little late, like usual, and pesters me, asking what she should do. I hand her the drive thru headset, and I tell her to make me some cheesecake. Since its Saturday morning, the drive thru isn’t nearly as busy as it was the night before, and Jaimie has little to do when she finishes the cake. Heidi comes in at 11, and gets the dining room ready. This shift passes by slowly and dully, it’s so slow. Around 2, Heidi and Jaimie are both off soon, and much to our dismay, a lady walks in.
She wobbles up to the counter and starts to talk to Jaimie, saying “I want the noodles, with the white gravy. And I want six meatballs. I’m disabled so you have to talk to me slow…” All of the cashiers refer to this woman as the “Rock lady.” She comes in often enough, and she always has a coupon, because even with good service she calls and complains about something or another being wrong. The first time that anyone encountered her was this past summer. “I remember that she ordered her food, and she went outside to smoke. She sat down on your drive thru curb and started to put rocks in her purse! She stole our rocks! And then Alan saw her, and he told me that when she comes back in, if she swings that thing to duck.” Heidi said. When she’s finished with her order, she goes outside to smoke, and Jaimie walks away muttering something about meth. heads.
When I get back from taking the deposit, Sal looks at me and tells me that we’re over on labor, and anyone who can needs to go home. If we send everyone, that would leave me, Sal, Delmy and Horlando. After Jaimie and Heidi cut out, Sal looks at me and says “You wanna go home?” I ask him if he’d be okay, telling him I’ll stay if he thinks we’ll get another rush. He says “No, no go home Korin. Thank you, but go home. I be okay.”