Leading chocolateria and café franchise, San Churro, has decided to take a new approach to addressing staffing challenges in the Quick Service Restaurant (QSR) sector by leveraging cutting-edge online employee engagement and training solutions to meet the needs of a younger workforce.
As the industry faces significant skills shortages and staffing and retention issues, particularly among younger workers, San Churro is pioneering a new approach to attract and retain younger talent.
“The QSR sector in Australia is grappling with substantial staffing challenges, exacerbated by a shortage of skilled workers and high turnover rates,” said Marc Moniz, General Manager of Operation at San Churro. “This issue is particularly pronounced among younger employees, who are increasingly seeking engaging, flexible, and technology-driven work environments. Industry trends indicate a shift towards a more mobile-first, microlearning, and gamified training methods to appeal to this demographic.”
According to recent market data, the Australian hospitality industry is experiencing a significant increase in demand for skilled workers, while simultaneously facing challenges in retaining them. This trend is influenced by broader economic factors, including changes in consumer behaviour, a new generation of worker with different needs from the previous one. Technological advancements are allowing businesses to adapt their training strategies.
“Australian laws and regulatory changes, such as those related to workplace safety and fair work practices, also impact how businesses approach staff training and retention,” Marc added. “We have found that the younger workforce, in particular, requires tailored training methods that align with their digital literacy and preference for interactive learning experiences.”
To address this, San Churro has partnered with FranConnect to implement the World Manager Frontline solution. This solution is a comprehensive employee engagement and online training program designed to engage and retain this new generation of younger staff. The initiative includes gamification of training, competitions, and mobile-first training modules that cater to the preferences of 15-to 20-year-olds.
“We recognise that the way we train and engage our staff must evolve to meet the expectations of our younger team members,” Marc added. “By leveraging FranConnect’s innovative training solutions, we’ve seen a significant increase in training completion rates and staff satisfaction among those new to the work force, some of which are in their very first job.”
Its learning management system, rebranded to ‘Churrology – The Study of San Churro’, offers a fresh, university-style structure with bite-sized training modules and interactive, game-like assessments.
“As a franchisee-turned-operations-leader, I’ve seen firsthand how important an intuitive and engaging training system is,” added Marc.
“Our younger team members resonate more with short, engaging content rather than long-form training. By adopting microlearning—30-second to two-minute modules—and incorporating gamification features such as awards and interactive quizzes, we’ve made training feel more like a fun challenge rather than a mandatory task.”
San Churro’s partnership with FranConnect has yielded impressive results, with training completion rates rising substantially. This success not only enhances the overall performance of San Churro’s cafes but also benefits franchisees by providing them with a well-trained and motivated workforce who will stick around for longer.
“Our franchisees appreciate the support and resources we offer them, which enables them to focus on delivering exceptional customer experiences,” Marc added. “By investing in our staff through innovative training programs, we’re ensuring the long-term success and growth of our franchise network.”
San Churro’s revitalised platform via FranConnect also integrates with rostering and simplifies compliance and onboarding processes for franchisees. The streamlined system ensures all employees are automatically added to training upon joining, reducing administrative workload while improving operational consistency across all locations.
As the QSR sector continues to evolve, San Churro is setting a new standard for staff training and retention. By embracing technology-driven solutions and adapting to the needs of younger workers, San Churro is well-positioned to address the staffing challenges facing the industry. This approach not only benefits the business but also enhances the overall experience for customers, reinforcing San Churro’s commitment to excellence in hospitality.
About San Churro
With over 70 franchise and owned outlets across Australia, San Churro is Australia’s most loved Spanish chocolateria, dedicated to delivering moments of indulgence through its delicious churros, couverture chocolate, and authentic Spanish-inspired treats.
Since opening its first store in 2006, San Churro has grown into a beloved brand with locations across the country, offering a vibrant, welcoming space where friends and family can share sweet experiences.
With a commitment to quality, craftsmanship, and a passion for bringing people together, San Churro uses only the finest ingredients, including sustainably sourced cocoa, to create its signature menu items. Whether it’s crispy churros made fresh to order, rich chocolate drinks, or decadent desserts, San Churro continues to set the standard for chocolate indulgence in Australia.
For more information, visit www.sanchurro.com or follow us on social media
About FranConnect
FranConnect is the leading enterprise software provider for franchise and multi-location businesses. For over 20 years the FranConnect platform has served as the backbone for sales, operations, and marketing for over 1,500 brands and one million locations worldwide.
FranConnect is headquartered in Herndon, Virginia, with global offices in Sydney, Australia, India, Colombia, and Canada.
For more information, visit www.franconnect.com.