Module 10 - Managing Training
Your Role
The RGM is accountable for the success of the
restaurant. To help ensure that success, the restaurant needs a properly trained team. All members of the restaurant team need to be trained and certified in the tasks required to perform their jobs. Also, Team Members must be certified in their positions. This is accomplished by:
Providing new Team Members with a complete Restaurant Orientation.
Identifying training needs.
Verifying that training takes place as scheduled. Developing the team continuously.
Communicating the importance of training. Training every member of the restaurant
team so they are qualified to perform assigned tasks.
Documenting training certification.
The AGM is responsible for the development of Team Members and Shift Leads. The RGM maintains the Restaurant People Plans which identifies the training needs of the restaurant. The RGM will communicate the training needs for Team Members and Shift Leads. Your role is to plan the training for Team Members and train Shift Leaders.
You have already learned how to train Team Members. You will learn the process for Shift Lead training in this module.
And once training is complete, the AGM documents certification. You will also learn how to track and document training.
You cast a leadership shadow of Build Know How, and
Go for Breakthrough, two of our How We Win Together Principles, by ensuring that all members of the restaurant are trained and certified in their positions.
How We Win Together
In this module, you will…
Learn to… By doing activity…
And using…
Track and Document Training
• Each type of training record used in your restaurant
• Tracking and documentation tool used in your restaurant
Contents
10-1
10-1
Review the module terms and definitions that follow.
If the term used in your restaurant is different, write
it in the box provided.
cross training Training a Team Member to work at more than one position. Team Members who are cross trained are easier to deploy and can be more productive.
employee record Documentation kept in the restaurant system (manual or computer) to document the job status, pay rate, scheduling availability, etc., of members of the restaurant team. Such documentation ensures that employees receive proper pay, promotions and benefits.
government-mandated training documents
Documents that verify the completion of government-regulated training requirements, such as those having to do with safety or sanitation.
individual training record
Document that lists all training required of each member of the restaurant team. It verifies what training the individual has successfully completed. In some cases, the record serves as documentation for government compliance purposes.
orientation Session with new Team Members that introduces the company, the How We Win Together Principles, CHAMPS and Customer Mania.
restaurant orientation Session between RGM and new member of the team that covers expectations, safety and security
procedures, recognition and benefits.
restaurant training chart
Posted chart that lists all members of the restaurant team and all the training required or scheduled. As training is completed, the chart is updated. In some cases, it can serve as documentation for compliance purposes (if applicable).
training budget Labor hours assigned to the restaurant that are to be used for training.
training records Documentation kept on file or posted to prove that the member of the restaurant team is certified to perform a specific task to standard. Such documentation
includes the restaurant training chart, an individual training tracking form, and government-mandated training records.
Activity
Track and Document Training
10-1
1. Read the following:
Discuss with your trainer the AGM’s role for training shift leads. Also, talk about where the training takes place as well as the 40-30-20-10 schedule.
Right after training is completed, the Manager updates the training records, puts them in the individual’s file, and posts an update on the CHAMPS Communication Board. Training records include information such as:
Date selected. Start date.
Date training was completed.
Name of certified Trainer and job title.
Any certification forms or skills checklists used to certify the Trainee’s ability to perform the task to standards.
Accurate and complete training records are necessary so that the management team can:
Monitor training.
Ensure that every member of the restaurant team receives the training needed for certification.
Training records also help ensure that the:
Restaurant team performs to standards that ensure delivering CHAMPS to our customers.
Restaurant team performs successfully on the job,
resulting in job satisfaction, recognition and opportunities for advancement.
The restaurant meets regulatory guidelines for health, safety and sanitation.
Types of Training Records
There are four possible types of training documentation that may need to be updated for each training event completed. The specific requirements for documentation vary by type of training and local regulatory requirements.
Type of Documentation Description Purpose
Restaurant training chart
Lists all members of the team and all the training available.
As training is completed, the chart is updated.
In some cases, the
tracking chart can also be used to indicate which training is required. Generally, this record is posted in the Team Member break room or the Manager’s office.
Identifies training
completion so that tasks can be assigned only to those members of the team qualified to perform them.
Provides a sense of achievement as training is completed.
Type of Documentation Description Purpose
Individual training record
Lists all training required
for an individual.
Documents successful completion by each member of the team. Generally, this record is stored in the individual’s file.
Documents training
completion.
In some cases, this record serves as documentation for compliance purposes. Government-mandated training records Documents training completion for specified types of training (such as safety or sanitation). Generally, this record is maintained in a separate record or binder. Documents compliance with training requirements. Automated Tracking
Computer program that tracks individual and overall restaurant certification.
Identifies training needs.
Communicates training completion so that tasks can be assigned only to those members of the team qualified to perform them.
In some cases, the chart can serve as
documentation for compliance purposes.
1. Review the tracking tools used in your restaurant.
Compare tracking tool results with the Readiness Checklist for R1 and R2 Team Members.
Discuss opportunities with your Trainer:
Tracking Tool Readiness Checklist Comparison
2. Determine training needs from Step 2.
Identify what types of training will be required in the next two periods based on operations and marketing calendar events. Examples may include:
• Re-certification (every 6 months).
• New product training.
• Food Safety and Security certification program.
Complete the chart:
Team Member Training Need
Number of Training Hours
Can you schedule next week? Why or why not?
1.
2.
3. Complete a schedule for the top three Team Members you identified from Step 3.
Complete the chart:
Team Member Type of Training
When Training
Will Occur Assigned Trainer
1. Week 1: Week 2: Week 3: Week 4: 2. Week 1: Week 2: Week 3: Week 4: 3. Week 1: Week 2: Week 3: Week 4:
4. Complete the chart:
Status of Training Record Training Record for . . . Updated
Needs
Updating What did you do?
You have completed all the activities in the module. Let your Trainer know that you are ready to be certified. You will:
Take the Knowledge Test found in the Certification Book.
Demonstrate what you have learned while your Trainer observes, using the Skill Observation list.
Show Your Knowledge
Answer the following questions:
Knowledge Test
1. The AGM is responsible for training which employees in the restaurant?
a. Everyone b. Team Members
c. Team Members and Shift Leaders
d. No one
2. Why is it important to document training in the restaurant?
a. Determines pay rates.
b. Shows a restaurant Team Member is certified to perform a specific task to standard.
3. Tracking and documenting training are only done to comply with local regulatory requirements.
a. True
Short Answer
1. How does ensuring proper training encourage the team to work together?
2. What impact does improper planning for training have on your people, customers, sales, and profit?
Proper training qualifies Team Members to do their jobs, which creates a work environment that
encourages a team effort.
• When your people are dissatisfied with training, morale is low.
• Customers receive bad service.
• Sales decrease.
• Profit decreases.
