Knowing how to train restaurant staff effectively makes all the difference between poor and great customer service. Begin by creating a comprehensive restaurant training guide. This will serve as a roadmap for general managers to set clear expectations and goals for restaurant staff members.
Developing a restaurant training plan then involves outlining steps to train employees to perform well and feel confident in their roles. Include experiential training such as role-playing scenarios and follow up with continuous and specific feedback to help with learning and performance.
Below are the main steps for training a restaurant staff that excels in customer service.
Step 1: Create a Restaurant Training Plan
Your restaurant training plan should include general and specific topics related to each staff member’s role. Important topics to include in a training plan will focus on creating a top-notch guest experience and ensuring clear and efficient communication among staff members.
Key topics to include in a training plan include:
Company Mission and Vision: Employees should be familiar with the restaurant’s values and goals. This creates a sense of direction and helps new employees align their actions with the larger purpose of the restaurant. When employees feel that they are contributing to a larger cause, job satisfaction and productivity are likely to improve.
Customer Service Training: Employees should understand the core elements that lead to an exceptional guest experience. Some of these elements include encouraging employees to be warm, friendly, and authentic. In addition, restaurant staff should have extensive menu knowledge.
Food safety training: Food safety training is critical to prevent food poisoning and bad reviews. This will cover things like hand washing, proper food storage, and cleaning procedures. This training can be provided as part of your in-house program or outsourced to a specialized provider.
Lines and Methods of Communication: Having clear lines of communication and improving communication skills in the restaurant industry helps to minimize conflict among restaurant staff and between staff and guests.
According to Axonify, a leading LMS for restaurants, only 48% of foodservice staff find communication at work to be “very effective.” Encouraging communication using a frontline app like Axonify facilitates timely two-way communication between restaurant owners, managers, and FOH staff. This keeps everyone connected and allows for real-time updates.
Alcohol Training: Any establishment that has a bar should train staff in responsible serving practices, such as checking IDs. Employees should also be aware of the signs of intoxication and local compliance regulations.
Restaurant Technology (BOH and FOH): Training service employees in technology is an important foundation for exceptional service. Front-of-house employees should be trained in using your point-of-sale (POS) system, kitchen display screens, and guest management software. Back-of-house employees should be trained in inventory management systems, food preparation software, and any other technology specific to their roles.
Staff Manual/Handbook: Include all the above training materials in the employee manual or handbook. Staff should review this handbook regularly to refresh their memories. You can also use a learning management system app to reinforce training material with daily personalized micro-lessons that use spaced repetition to help with knowledge retention.
Creating a restaurant training plan makes restaurant employee training more organized and consistent. This plan should be reviewed periodically and updated according to new policies or areas of improvement that are identified.
Step 2: Incorporate a Range of Training Delivery Methods
Incorporating a range of training delivery methods is important because every individual learns differently. Utilize visual, auditory, and hands-on techniques to cover different learning styles in the team.
A blended learning approach (one that incorporates both in-person and online training) can also help staff feel more confident about their newly acquired skills and knowledge and improve retention with self-paced online reinforcement.
Here are some proven training methods:
Real-World Experience: New hires should be trained with hands-on, practical activities alongside theoretical training. This can be done using techniques such as shadowing veteran staff, role-playing, and on-the-job training. For example, a new wait staff member can practice taking orders under the supervision of experienced employees.
Peer-Coaching: New employees can be matched with experienced staff members to assist them from day one. New hires can shadow experienced team members, practice taking orders, or prepare dishes under supervision. Veteran staff can then “check in” with the employees to support them, answer their questions, and reinforce the newly acquired information.
Videos and Auditory Guides: Visual and auditory learners will benefit from short training or audio messages. These types of training methods offer employees a more entertaining way to absorb information. Printed or online visual aids and quizzes offer an alternative way to provide restaurant employees with training materials.
Role-Playing: Role-playing allows newly onboarded staff to simulate a situation they could potentially encounter in real life. Example situations are handling difficult customers and getting through a busy shift. Role-playing builds confidence and helps employees develop problem-solving skills.
Varied training methods will help every staff member develop the necessary knowledge and skills to be able to perform their job confidently. Some of these training methods include hands-on training, role-playing, mentoring, and online reinforcement. Catering to various learning styles will help employees grasp information and acquire essential skills for their positions.
Step 3: Provide Continuous and Timely Feedback
New hires should receive timely positive and constructive feedback to help them gradually improve their performance. A 2021 Gallup poll revealed that employees take around 12 months to reach their peak performance potential. Below are some of the ways restaurant managers can provide ongoing feedback, guidance, and support:
Regular Check-ins: Schedule regular check-ins, such as one-on-one meetings, between an employee and manager. During these meetings, managers can discuss the employee’s progress and identify areas for improvement.
Peer Reviews: Encourage peer-to-peer feedback among staff members. Peer feedback can help to create a collaborative environment. Peer-to-peer feedback can also boost employee morale and inspire skill and knowledge sharing.
Constructive Criticism: Offer constructive feedback that employees can apply and improve upon. Make sure feedback is timely and specific, and avoid coming across as condescending. Instead, offer solutions to help the restaurant staff member succeed.
Positive Reinforcement: Provide positive reinforcement by offering words of affirmation and support. Tell employees what they are doing right. This encourages employees to continue their hard work with a good attitude.
Tip: Use a Restaurant Training LMS
Using a learning management system (LMS) to train your frontline wait staff transforms a potentially mundane learning experience into a fun one.
A traditional restaurant training manual can be perceived as unengaging—especially considering that internet users today are accustomed to watching videos on topics they want to learn about. Training restaurant employees with personalized learning apps that include interactive courses, quizzes, and two-way feedback makes onboarding more dynamic and fun.
Complex topics such as food compliance and company policies can be broken down into microlearning modules. The LMS then reinforces new information with spaced repetition after the initial training sessions. Learning management systems make restaurant training enjoyable and interactive, helping staff retain more information and excel in their roles.
Train Your Restaurant Staff the Right Way
Training restaurant staff to deliver exceptional service involves an efficient and comprehensive onboarding program, improving communication among staff, and using feedback techniques that boost employee morale. A comprehensive restaurant training plan will cover topics that are essential for new hires. Important topics include the company’s mission, food safety, the guest experience, and lines and methods of communication.
LMS platforms can help employees feel more engaged and excited about the onboarding process. These microlearning systems boost knowledge retention, which in turn improves performance. In the end, ongoing restaurant staff training with supportive feedback and frequent content review is critical for a positive guest experience and repeat business.