Sunday, January 6, 2013


In my work career I have been...

  • Housekeeper
  • Secretary (yes it was in the 80's when they still called them that)
  • Cashier in retail
  • Waitress
  • Factory worker - not for me- I couldn't talk to anyone!
  • Cashier in service station
  • Restaurant hostess
  • Fast food manager
  • Fast food training manager
As you can see, most of my experience is in the food service industry as I have stated earlier.  The example outline I am going to post is for a team member being trained to work in a restaurant - however - as I have also stated previously - you can adapt this to any organization that requires similar jobs.  I refer you to an earlier post Teach, let's get started which discusses training needs for different jobs.  

Our training plan has to be the same for all employees who are going to do a specific job.  The only thing we are going to assume is that the people we will be training don't know anything about how to do the job for which we will be hiring them. Start with you list of responsibilities for the job role. Build a job description and start there.

List the Cashier responsibilities and then break them down into what each of those tasks this:
  1. Taking guest's orders
    • smiling and being friendly with guests (behavior)
    • recording the order on the register (skill)
    • suggestive selling (skill/behavior)
    • repeating order to make sure it is correct (skill/behavior
    • Handling cash and credit card transactions (skill and behavior)
    • Handing out drink cups or beverages (skill)
    • Closing the transaction in a friendly manner (behavior)
  2. Cleaning dining room
    • Counter
    • Condiment area
    • Drink station
    • Floors
    • Doors/windows
    • Restrooms
    • Tables
    • Collecting trays
    • Talking to guests in dining room
  3. Washing dishes (I refer you once again to ServSafe® because they provide all of this - if you use their standards you won't go wrong)
    • How to set up sink
    • What is clean?
    • Proper steps to washing dishes
  4. Preparing drinks
  5. Stocking napkins, condiments, drink cup lids, plastic ware
    • When to do this
    • If a guest comes in - stop what you are doing and wait on the guest
You will notice that I have added the words 'skill' and 'behavior' after some of the tasks under Taking orders.  Why did I do that?  It might not be obvious to you. The things that are behaviors may be harder to teach to some people.  If you didn't look for a smiling, friendly, happy person during the interview process - you may have a difficult time getting them to smile and be friendly with the guests. This has to be a non-negotiable... meaning that if they don't do it - they won't have a job with you. When a person walks into your business - the person they see and interact with is the face of your business.  

Now you can create an outline similar to this based on the job tasks you have in your business.  We will break down this training further next time!
Go Ravens!!!

Training is not a one - time event - it is an ongoing journey...Learn it...Live it...Pass it on!

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