Every restaurant manager recognizes that training is an important part of their operation. That’s because it’s universally acknowledged that well-trained employees create better products and provide better guest experiences. Plus, it’s good for business. Restaurants reported increased revenues from highly trained employees: up to 25% per employee – and higher guest satisfaction, too.
Effective training can reduce turnover. Employees who don’t receive training are more than three times more likely to leave. Turnover is a hidden cost in restaurants, up to $2,000 for each departing employee. That’s substantial! Do the math on that.
So, the benefits are clear – but, unfortunately – training often gets short-changed as a priority by owners and managers.
Why? The most common excuse is time – there’s not enough of it to spend on training. Owners are focused on a multitude of other priorities they consider more important, like sales, marketing and operations. And then we hear about lack of expertise – not on the subject matter – but on how to create an effective training course for employees. Most general managers just don’t know where to start.
But formalizing a training program doesn’t have to be that time-consuming or difficult. And believe it or not, a lot of the legwork has already been done for you.
So, let’s take a look at how and where to start.
Here are a couple of basic outlines to help start your thought process so you can eventually create your own Culture course and Steps of Service course. Use them as a starting point to set up your business for e-learning success.
History, Mission and Culture Training Outline
This is an onboarding training outline for Table Service Restaurant Operators. Use it for creating a training curriculum, training checklist or e-learning module.
- Usually presented or written by the owner or founder
- Warm greeting
- Start setting the bar for high expectations
- Make the new employee feel special / they were chosen for a reason
- Review how the concept got started
- Review the founders, the owners and why they started the business
- Show key milestones in history, including new locations, special growth or achievements / awards earned
- Explain what the concept of the restaurant is
- Review key values like integrity, teamwork, innovation, guest service or quality
- Underline how you want guests to feel at the end of their experience
- Finish with what the employee should do next in order to start to fulfill their responsibilities
Steps of Service Training Outline
This is an onboarding training outline for Table Service Restaurant Operators.
- Explain why the steps of service are so important
- Talk about consistent experience
- Explain how you want tables to be greeted – warm and friendly, for example
- Review what you want them to say: Tell guests your name, ask if there is a special occasion and whether they have dined with you before
- Explain the menus and where to find things
- Often a key first step, even before drinks are offered
- Explain how and what recommendations the server should make. Is it server’s choice? Or do you have a house specialty?
- Review key delivery time expectations for appetizers
- Talk about what servers need to know in terms of the drink menu and drink offerings in order to be effective
- Explain how you want servers to suggest and take drink orders
- Talk about upselling from well to shelf and the correct process
- Review your key delivery time expectations for drinks
- Don’t go over the food menu here, but tell servers what information they need to know in order to be successful
- Explain how you want servers to suggest and take food orders
- Talk about upselling and add-ons
- Review your key delivery times for food
- Review your table follow up. For example, servers check back with tables within one minute after food is served
Clearing and Pre-bussing
- Explain the importance of clearing and pre-bussing and your particular expectations for keeping tables clean
- Talk about the process for resetting for new guests and turn times
- Review what you want servers to know from the dessert menu
- Explain how you want desserts presented
- Talk about ticket averages and the benefits
- Talk about the importance of accuracy on the check
- Explain how and when you want the check to be delivered
Departure and Thank You
- Talk about the importance of gratitude and thanks
- Explain how to invite the guest back again in the future
About ExpandShare: ExpandShare powers staff training as part of CHECK® Business Tools. ExpandShare helps simplify staffing processes to save operators time and money. Onboard new employees, increase performance and improve employee retention with a proprietary online learning system. Learn more about ExpandShare by visiting Staff Training in CHECK Business Tools.