When you look at sports teams, the big performers come and they go. What keeps the great teams going are their training programs and training staff. In a nutshell, it’s pretty much the same when it comes to business.
Having a good restaurant employee training program is largely what differentiates a successful restaurant from a non-successful one. In this article, we’re going to discuss how to implement an effective restaurant training program in your restaurant.
Key Takeaways
- Why Training Matters: Training helps staff learn their job well, which means they stay longer, do better work, and feel happier. For example, McDonald’s has a special school called “Hamburger University” that teaches managers how to run their restaurants well.
- Knowing Your Workers: Many restaurant workers are young and often change jobs. Good training and chances to grow in their career make them more likely to stay. Overall turnover has been at approximately 79.6% over the past 10 years, which is very high.
- Training for Millennials and Gen Z: Younger workers like using technology to learn. Starbucks uses a training app that lets employees learn at their own pace and on their own schedule, making it easier and more interesting for them.
- What to Include in Training: Training should cover everything from the restaurant’s goals to specific job duties. This includes learning about the menu, how to set tables, and company rules. Regular practice sessions help staff remember everything.
- Fun and Effective Training Methods: A restaurant training manual is a must. Use different ways to train, like pairing new workers with experienced ones (buddy system), letting them watch and learn (shadowing), and using games to make learning fun (gamification). For example, a new server might be paired with a seasoned server to learn the ropes.
Why Proper Staff Training Is So Important
A good restaurant training program sets clear expectations and equips staff with the skills they need. It reduces turnover, improves service quality, and boosts morale. For example, McDonald’s uses their Hamburger University to train managers.
This program offers courses in leadership, operations, and customer service, helping McDonald’s maintain consistency and efficiency across its global locations. It’s one of the most successful training programs in the restaurant industry.
Understanding the Audience
The restaurant industry faces particularly high turnover rates as well as a diverse and young workforce. As of 2024, the overall turnover has been at approximately 79.6% over the past 10 years. Turnover is a real issue when we consider how much training it takes to get a performant employee.
Swift and effective training methods are essential to train your staff as quickly as possible and make sure the staff is happy and stress-free so that they stay at your restaurant longer.
Tailoring to Gen Z
Gen Z now makes up a large portion of the workforce. This generation values technology integration and flexibility in learning. Incorporating e-learning modules and mobile-friendly training can enhance engagement. Starbucks uses a mobile app for training that fits into employees’ schedules, making learning more accessible and appealing.
Core Components of Effective Restaurant Staff Training Program
Training restaurant employees is a complex matter. A well-defined training plan details the timeline, steps, and milestones of the entire training process. Align your training plan with the subjects in your employee handbook and the restaurant SOP to ensure it’s updated based on the latest industry trends, local requirements, and health regulations.
1. Timeline and Schedule
Lay out the time needed for each training aspect. This helps new hires manage their time and set clear expectations. For example, create a training calendar that includes dates for menu exploration, customer interaction role-plays, and safety drills. This structure helps employees know what to expect and ensures that all training areas are covered systematically.
2. Restaurant Mission and Vision
Present your restaurant’s mission and vision to give new employees context and a sense of purpose. This can be done during orientation with visual aids and real-life examples to reinforce alignment with your goals and culture.
Sharing stories of how the restaurant has embodied its mission can make this more relatable and inspiring.
3. Staff and Roles
Define each team member’s responsibilities and expectations to promote better teamwork and efficiency. Conduct role-playing sessions where new hires shadow experienced staff to learn specific tasks.
For instance, a new server might spend a day observing a seasoned server to understand the flow of service and customer interaction. You may also want to introduce your staff to basic restaurant terms.
Consider using a single order-taking app that all of your staff can share to stay on top of what’s going on. This will allow for better communication especially in regard to online orders.
4. Menu Discovery
Regularly review the menu, including dishes and ingredients, so staff can confidently describe and recommend them to customers. Host weekly tasting sessions where chefs explain the ingredients and preparation of new dishes.
This helps staff develop a deep understanding of the menu, enhancing their ability to engage with guests. You might want to give your staff access to your menu management software so that they can learn the ropes of how things work.
5. Restaurant Layout and Table Setting
Familiarize staff with the restaurant’s layout, table numbers, and setting guidelines. Create a detailed floor plan and conduct mock service runs to help staff navigate efficiently and maintain a consistent presentation.
For example, during a mock service run, a new server can practice finding specific tables quickly and setting them according to the restaurant’s standards, simulating a real dining experience to build confidence and speed. You should also introduce your staff to your tableside ordering system.
6. Selling Tactics
Train servers on greetings, tone, suggestive selling, and upselling techniques. Role-playing customer interactions focusing on upselling complementary dishes or drinks can enhance their confidence and skills.
For example, practicing how to suggest a wine pairing or dessert special can boost sales and improve customer satisfaction. Follow the link to learn more about suggestive selling.
7. Company Policies
Inform employees about workplace best practices, reviews, and company policies like workplace rules and dress codes. Provide a handbook during orientation and review key policies with a Q&A session. This ensures everyone is on the same page regarding expectations and standards.
8. Etiquette and Dress Code Guidelines
Establish guidelines for creating an appropriate atmosphere and specific rules for interaction and presentation. Conduct a workshop on professional etiquette and appearance standards to maintain a consistent brand image and professional interactions. This can include role-plays on handling difficult customers with poise.
9. Customer Service Training
Define excellent customer service and provide tips for flexibility, regular check-ins, and feedback. Use scenario-based training to practice handling difficult customer situations, enhancing the guest experience, and encouraging repeat business.
For example, simulate common service challenges and discuss the best approaches to resolving them. Follow the link to find extra tips on how to restaurant management.
10. Food Safety Training
Train on safe food handling practices and legal requirements to prevent foodborne illnesses and ensure compliance with health regulations. Regularly schedule food safety certification courses to keep staff up to date with best practices. This can include practical demonstrations of proper hygiene and storage techniques.
11. Workplace Safety
Train on avoiding common injuries and emphasize safety standards to maintain a safe working environment. Include safety training in regular staff meetings to keep these practices top of mind. Demonstrations on safe lifting techniques or proper handling of kitchen equipment can prevent accidents.
12. Cleaning and Sanitation Requirements
Provide written guidelines and checklists for cleaning tasks to ensure cleanliness, which is crucial for attracting and retaining customers. Include regular deep cleaning sessions in the training program. Walkthroughs of cleaning routines ensure that all areas meet health standards.
13. Opening and Closing Procedures
Create detailed checklists for daily opening and closing tasks to ensure consistency and operational efficiency. Review these checklists during training and perform walk-throughs to emphasize their importance. This helps maintain a high standard of readiness and closure every day.
14. Technology Training
Provide comprehensive training on all technological tools used, such as the food ordering system, restaurant POS, and scheduling tools. Conduct hands-on sessions where staff can practice using these tools to improve their confidence and efficiency. For instance, simulate a busy shift using the POS system to ensure all staff are comfortable and quick with transactions.
Effective Training Methods
Having a restaurant training manual is one thing, teaching your staff how to best perform it is another. Restaurant owners often struggle with soft skills that would allow them to build better relationships with their staff and ultimately translate into a better work environment.
No one says that you should be friends with all of your staff; however, you should give your restaurant employees proper training as stress-free as possible. Most Gen Zers don’t really learn that well under pressure. You need to be patient and give very clear instructions so that the entire team is on the same page as to what you need them to do.
Peer-to-Peer Training (Buddy System)
Encourage collaboration and support among employees by pairing new hires with experienced staff members. This method promotes a supportive environment where new employees can ask questions and learn through observation and practice.
Pair a new server with a seasoned one who can guide them through the intricacies of the service flow and customer interactions, offering immediate feedback and tips.
Shadowing
Allow new hires to learn by observing experienced employees in action. Shadowing helps them understand the flow of operations and see best practices firsthand. Schedule shadowing sessions where new employees follow a seasoned worker through a typical shift, observing interactions with customers and colleagues.
A new kitchen staff member might shadow a chef to learn the plating techniques and timing required during peak hours.
Gamification
Make training fun and engaging by incorporating game-like elements. Gamification can increase motivation and retention of information. Use quizzes, competitions, and rewards to encourage learning.
Create a points system where employees earn rewards for completing training modules and demonstrating new skills, such as a prize for the highest score in a food safety quiz.
Team Building
Strengthen team bonds while imparting necessary skills through team-building activities. These activities improve communication and collaboration among staff. Organize team-building exercises that are relevant to restaurant operations, such as collaborative problem-solving tasks or group cooking challenges.
Host a friendly competition where teams create a new dish using a set list of ingredients.
Video Training
Provide a flexible and accessible method for delivering training content through videos. Video training allows employees to learn at their own pace and revisit material as needed. Develop a library of training videos covering various topics, from customer service to food safety, and make them available for staff to watch on-demand.
Create a video demonstrating the proper use of the POS system and allow employees to watch it as often as needed.
Blended Learning Approach
Combining online and hands-on training caters to different learning styles and enhances knowledge retention and practical skills.
- Online Training Modules: Provide e-learning courses that employees can complete at their own pace. This is especially useful for foundational knowledge like company policies, food safety, and menu details. These modules ensure that every employee receives the same comprehensive information. For example, new hires might start with an online module covering food safety standards, which they can review as needed.
- Hands-On Training: Complement online learning with practical, in-person sessions. Hands-on training allows employees to apply what they’ve learned in real-world scenarios. In these sessions, employees might practice food preparation and customer service skills under the supervision of experienced trainers, ensuring they are comfortable and proficient in their tasks before working independently.
- Mixed Methods: By blending these approaches, you cater to various learning preferences, making the training process more effective and engaging. For instance, a new server might watch a video on customer service techniques, then role-play these scenarios with a manager to practice what they’ve learned.
Role-Specific Training
Role-specific training ensures that each employee understands their unique responsibilities and how to perform them effectively.
- Written Instructions and Infographics: Provide clear, written guidelines and visual aids for tasks. These resources help employees quickly understand procedures and standards. For example, detailed infographics can show step-by-step processes for making specific dishes or cleaning procedures, making complex information more accessible.
- Demonstration by Experienced Staff: Have seasoned employees demonstrate tasks. This not only shows how to perform the task correctly but also sets a standard for new hires to follow. In practice, an experienced server might demonstrate the proper way to greet and serve customers, providing a live example for new staff to emulate.
- Shadowing: Allow new employees to shadow experienced staff members. This hands-on experience helps them learn the nuances of their role and integrate into the team smoothly. New hires might spend their first few shifts shadowing veterans, ensuring they understand the flow and expectations of the job before taking on responsibilities independently.
Ongoing Training and Development
Continuous training keeps staff updated on new practices and helps them grow professionally.
- Regular Updates and Refresher Courses: Schedule periodic training sessions to update employees on new menu items, policies, or technologies. This keeps everyone on the same page and maintains high standards. For example, quarterly training sessions might be held to introduce new menu items, ensuring all staff are familiar with the ingredients and preparation methods.
- Continuous Growth Opportunities: Offer advanced training and certification programs to help employees develop new skills and advance in their careers. This not only improves staff retention but also builds a more skilled workforce. Employees might have the opportunity to earn certifications in areas like bartending or culinary skills, providing clear paths for career advancement within the restaurant.
Practical Training Techniques
Establish an orientation process with a checklist to ensure all key areas are covered. Hire the right people, prepare for their first shift, make them feel welcome, explain rules, and build time for questions and continuous learning. An effective onboarding process sets the tone for a positive and productive employment experience.
- Test Shifts: Conduct trial runs where new employees work alongside seasoned staff in a controlled environment. This helps them get accustomed to the workflow and customer interactions without the pressure of a full shift. For example, a new server might work a test shift during a slower period, gradually building confidence and competence under the guidance of a mentor.
- Simulations: Create scenarios that mimic real service situations, such as handling a rush or managing customer complaints. These simulations build confidence and competence. For instance, a simulation might involve staff handling a mock dinner rush, allowing them to practice teamwork and problem-solving skills in a controlled, low-stress environment.
- Regular Feedback Sessions: Hold meetings where staff can share their thoughts on the training. This can be done through surveys or informal discussions. For example, after completing a training module, employees might fill out a survey providing feedback on what was helpful and what could be improved.
- Implementing Changes: Use the feedback to make necessary adjustments to the training program. This ensures it remains relevant and effective. If multiple employees suggest that certain training materials need more detailed explanations, those sections can be revised and enhanced accordingly.
- E-Learning Platforms: Utilize online training platforms that offer interactive courses and assessments. These tools allow employees to learn at their own pace and revisit material as needed. For example, an e-learning platform might offer a course on food safety that includes interactive quizzes to test knowledge and ensure comprehension.
- Training Apps: Implement mobile apps that provide on-the-go training and resources. These apps can offer quick reference guides, video tutorials, and quizzes. A training app might include short instructional videos on using the restaurant’s point-of-sale system, allowing employees to review procedures anytime they need a refresher.
Importance of Professional Growth and Development Opportunities
Offering clear paths for advancement helps retain employees. Chipotle, for instance, offers educational benefits and career advancement programs, which have proven effective in retaining staff and reducing turnover.
Restaurants with lower staff turnover rates typically implement a range of strategies focused on employee satisfaction, professional development, and competitive compensation.
- Investment in Training and Development:
- Shake Shack offers extensive training and development programs that include both in-person and online modules. This helps ensure employees are well-prepared and feel valued, which contributes to lower turnover rates.
- Olive Garden uses employee recognition programs to reward hard work and achievements. This not only boosts morale but also encourages staff to stay longer with the company.
- Competitive Wages and Benefits:
- In-N-Out Burger is known for paying higher-than-average wages and providing benefits such as health insurance and paid time off. These benefits make employees feel secure and valued, reducing the likelihood of them seeking employment elsewhere.
- According to FSR Magazine 64% of operators stay competitive by paying higher wages, and 59% do so by offering benefits, up from previous years.
- Positive Workplace Culture:
- Chick-fil-A focuses on creating a supportive work environment where employees feel respected and heard. This includes regular feedback sessions and team-building activities, which help in creating a cohesive and motivated workforce.
- Restaurants that prioritize exceptional service and create a positive culture see lower turnover rates. For instance, establishments that provide regular check-ins and opportunities for professional growth tend to retain employees longer
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- Professional Development and Career Advancement:
- Restaurants offering clear career advancement opportunities and continuous training see lower turnover. For example, providing pathways for promotion and additional training helps employees see a future within the company.
- Professional development opportunities were a key strategy for 44% of operators in 2023, highlighting the importance of growth prospects in retaining staff
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Frequently Asked Questions (FAQ)
Which method of training do most restaurants use?
Most restaurants use a combination of training methods to effectively prepare their staff, but a significant emphasis is placed on practical, hands-on training alongside formalized instruction through a restaurant training program.
This approach is prevalent in the restaurant industry as it ensures comprehensive learning and skill application. Key elements of restaurant staff training include:
- On-the-Job Training: This method involves new hires working alongside experienced employees to learn tasks in real-time. It’s widely used because it provides immediate practical experience and helps new staff understand the daily operations.
- Food Safety Training: Ensuring all staff are trained in food safety is crucial. Many restaurants implement structured food safety training sessions, often using certified courses, to comply with health regulations and maintain high standards of hygiene.
- Training Manuals: Many restaurant owners provide new employees with a training manual. These manuals outline the restaurant’s procedures, policies, and expectations, serving as a reference for employees.
- Role-Specific Training: Tailoring training to specific roles within the restaurant helps employees become proficient in their particular duties. This includes everything from customer service to kitchen operations.
- Blended Learning: Combining online modules with in-person training allows flexibility and caters to different learning styles. This method is increasingly popular, especially for younger employees who are accustomed to digital learning environments.
For example, restaurant employee training at companies like McDonald’s includes both classroom instruction and hands-on practice at their “Hamburger University.” Similarly, Starbucks uses a mobile app for training, which fits into employees’ schedules and enhances accessibility.
While there is no single method that dominates, a blend of on-the-job training, food safety certification, use of training manuals, and role-specific training is commonly used across the restaurant industry to ensure well-rounded and effective restaurant staff training programs.
Which type of training is most important for a restaurant server?
The most important type of training for a restaurant server is food safety training. In the hospitality industry, knowing food safety procedures is essential to protect customers’ health. This training is a key part of any restaurant staff training program.
Additionally, a comprehensive restaurant training program should include customer service skills to ensure a great dining experience. Continuous ongoing training in the restaurant industry keeps servers updated on new practices and regulations. Thus, while various training aspects are important, food safety training is paramount.
