Training Hacks: Employee Evaluations and Training Program Adjustments

Training Hacks: Employee Evaluations and Training Program Adjustments

by | Jan 30, 2017 | Business Toolkit, IndiTips, Management

You’ve made great hires and developed and implemented a training program, but just because the trainees are working shifts doesn’t mean that training is over. The last phase of a successful training program is measuring the performance of your employee(s). It’s also an integral building block of any prosperous business.

Using employee evaluations

Employee performance depends on a number of things, from punctuality to quality of work to how well they fit with the team. The best way to put all factors together is by using employee evaluations.

Plus, feedback is important, especially in the service and hospitality industry. It’s how we know we’ve done a good job and made someone happy. Employees ask for it from every patron that crosses our threshold, so it’s natural for them to expect it from their managers, too.

When conducting the evaluation, you’ll want the employee to understand that you’re there to help them.

Conducting employee evaluations and following up on them periodically throughout the year is the most effective way to monitor your employee’s progress and give feedback. Based on the size of your establishment, we recommend you conduct employee evaluations at least once or twice a year, if not more.

When conducting the evaluation, you’ll want the employee to understand that you’re there to help them, not to criticize them. Make this conversation as comfortable and collaborative as possible. This shouldn’t be a one-sided discussion where you point out their mistakes and then send them on their way. They, as well as you, have put a lot of time and effort into training and development.

A great way to frame the conversation is by goal setting. Both you and the employee can participate by identifying goals, which will help you and your employee better focus on development. This will also provide a benchmark to refer to during the next evaluation. Goal setting can be tricky, but by using S.M.A.R.T. Goals, you’ll ensure that they are appropriate and achievable.

If you’re providing daily feedback, an employee shouldn’t be surprised by anything when it’s time for their evaluation.

It may come as no surprise to you when we tell you that evaluations are also the best way to determine how to reward an employee. We’re talking raises here, in case you haven’t guessed yet.

Pro-Tip: For legal and logical reasons, you should always keep records of conversations you have with an employee regarding their performance.

Cracks in the system and how to fix them

The hospitality industry is unlike any other. Managers and owners work closely with their employees on a daily basis. Because of this, you’re able to provide your employees constant feedback and immediately correct any bad behaviors or procedures. The trainers that you’ve enlisted (see Training Hacks: Part Two) should also be following suit.

If there are cracks in your training system, you should be able to spot and address them right away and adjust accordingly. In fact, optimizing your training process based on outcomes is a great way to ensure that cracks are few and far between.

Also, if you’re providing daily feedback, an employee shouldn’t be surprised by anything when it’s time for their evaluation.

As always, taking the high road during an employee termination is the only way to go.

If you do have to let someone go…

Unfortunately, there are times when no matter how hard you try to help an employee excel, they just can’t seem to improve their job performance. Or they just don’t care to improve.

Once again, this is another area where the employee evaluation can and should be used.

If you’ve taken the time to work with an employee, to set goals with them, to monitor their progress, to provide constructive feedback, and to retrain them if necessary and things are still not improving… then it’s time to have the difficult conversation with them.

Here are some tips for the meeting:

  • As always, taking the high road during an employee termination is the only way to go. Never lose your temper (even though they may lose theirs).
  • Try to get to the reason for the meeting as quickly as possible. Don’t try to ease into it. It’s going to be uncomfortable no matter what.
  • Never resort to arguing. Simply state you’ve made the decision to end the working relationship and let them know HR will provide them with any written proof or documentation necessary.

A training program is meant to develop as the business develops.

Moving forward

Despite what many think, a training program is meant to develop as the business develops. It’s not supposed to stay static. You may change your menu by adding or subtracting new items. New procedures may arise. Or, you may change equipment in the front or back of the house.

All of these (and more) are reasons to make adjustments to your program.

Just remember to revisit training periodically. Pay attention to your business. Work alongside your employees on everyday tasks once in awhile. Participate in training as much as possible. This will help you understand where your business stands and what you need to do to tweak training to get the best from everyone.

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Training Hacks: Developing an Effective Training Process

Training Hacks: Developing an Effective Training Process

by | Jan 23, 2017 | Business Toolkit, IndiTips, Management

The hospitality and restaurant industries can be high-stress jobs. Employees must be able to multi-task and adapt to any situation quickly, all while on the move constantly; sometimes for up to ten hours per shift. They’ll have to do all of that while handling needy or irate customers who don’t understand the effort that it takes to create a phenomenal experience. Luckily, there are tried and true ways of training your employees to handle anything that’s thrown at them. And not to be cliche, but practice does make perfect.

As we mentioned in the previous Training Hacks, the intensity and duration of training will depend on your type of business and it’s size. Don’t forget, the best training programs provide the best results.

“You don’t BUILD a business. You build PEOPLE – and then people build the business.” -Zig Ziglar

The Method

At its core, training consists of four very basic principles.

  • You’ll need to explain the task and process.
  • Then, it’s best to demonstrate what you’ve just explained.
  • Next, have the trainee try doing what you’ve just shown them.
  • Last, review the topic and cover any important last notes.

You may not have ever realized it, but this method is used everywhere, from teaching small children to university classes (it works at home, too).

The method can be summed up in this handy saying: Tell/Show/Do/Review. Yes, we’re aware of how childish and simple it sounds, but the results are hard to argue against. Let’s elaborate on the four principles a bit more.

Step 1: Tell

When you’re dealing with a new employee (especially one who’s new to the industry), it’s best to ease them into the lesson by taking a few minutes to explain the task they’ll be learning.

You’ll want to have available any and all tools or materials they’ll need to execute the specific task. At this time, tell them the names and uses of said materials. After that, go into detail on the exact steps to take when performing the task.

For example, if you’re training a new assistant server in bussing and setting tables, you’ll want to have everything they’ll be using ready to go, or at least know where materials are kept in order to instruct the newbie. Then, break the process down into steps. This is especially helpful if the trainee is writing notes; they’ll be able to easily and effectively keep track of what you’re saying.

Step 2: Show

Now that the trainee has a general idea of what to expect, it’s time to show them how to perform the tasks. Yup, that means it’s your turn to show off your know-how. To this end, it could be a good idea to practice what you’re teaching beforehand, especially if it’s been awhile since the last time you did so.

Make sure you complete the task to its entirety using the steps you’ve explained. Any variations in the steps or final results will only cause confusion.

Step 3: Do

Now, it’s time for the trainee to perform the task for themselves. Within this step, there are many methods you can use to ensure the employee has understood and grasped the training.

  • Now is a good time to answer any questions they have and to ask questions to test them.
  • Depending on the task you’re training them on, you can have the employee shadow you throughout the restaurant while you show them how the task fits into the flow of service.
  • You can role play with them. You’ll act as a patron and have them complete the task in a “mock” real life situation.
  • Last, YOU can shadow them as they perform the task.

Remember, if the new employee makes any mistakes while performing the task, be sure to correct them as soon as is appropriate. If you have to, explain the steps again or show the steps again. Do not progress to the last part of this training method until the employee can perform exactly the way you’ve explained or demonstrated.

Step 4: Review

Start this step by having the employee explain the task back to you. A popular method is to actually let the employee teach the task back to you using the four training steps. Then, when it’s your turn to do the task, make some mistakes to test the trainee. This will keep them engaged in training and on their toes.

Of course, exactly what the new hire is being trained on will vary by position. However, there are a few training items that are required by all positions in the restaurant. Here are a few:

  • Clocking in/out
  • Safety procedures
  • Opening/Closing duties
  • Cleaning duties
  • Checking out at the end of the shift

Before letting the trainee go, be sure to answer any questions they may have. This means asking if they do in fact have any questions because they may not be inclined to bring them up themselves.

“Hire character. Train skill.” -Peter Schutz

Properly training an employee can (and should) be a time-consuming effort. But if you hire the right people for the right positions, you’ll form a culture in your establishment that makes training fun and easy, all while producing the best talent.

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4 Reasons a Social Media Strategy is Vital to Your Restaurant

4 Reasons a Social Media Strategy is Vital to Your Restaurant

by | Jan 20, 2017 | Business Toolkit, Management

When marketing your restaurant, you may treat social media as an afterthought. After all, does having a Facebook page or Pinterest account really matter when it comes to attracting new guests?

In short, the answer is a clear yes. Social media, when done correctly, can play a significant part in helping you grow awareness of your restaurant in the area. The key, of course, is to take a strategic approach to marketing. Here are 4 reasons a social media strategy is vital to the success of your restaurant.

1. Reach your audience where they spend their time

Social media has long moved beyond a fad that only a defined audience uses. Today, 78% of the United States population has a social media profile. More than 200 million people hop on Facebook or other networks for almost two hours every day to engage and interact with friends and family.

Through a strategic social media presence, you can become a part of that conversation. By creating relevant content for your target audience, you begin to establish yourself as a resource worth following. Sooner or later, your restaurant becomes a natural part of your guests’ social media feeds anytime they log in.

Through your social media presence, you can share visuals and attract guests to your restaurant.

2. Create a visual presence of your restaurant online

We’re visual beings. Research has long shown that if we have the choice between reading content and viewing the same content in a visual format, we will choose the latter every time. Through social media, you have a unique opportunity to take advantage of this tendency.

Restaurants have plenty of content to share on a regular basis. Pictures of meals, full dining rooms, desert tables, and outside space on a summer day all lend themselves to making your restaurant look attractive. Through your social media presence, you can share these visuals and attract guests to your restaurant.

3. Allow guests to share their experiences 

A major benefit of social media is in its name. Rather than being limited to a one-way communication channel, Twitter, Instagram, and other networks allow your guests to have a voice and share their thoughts about their experience at your restaurant.

Through a social media presence (and a social listening strategy), you can jump into these conversations and further broaden your reach. Not everything your guests share about your restaurant will be positive. But even for the occasional negative comment, wouldn’t you prefer to know about it and be able to address it?

By their nature, social media networks are more intimate and personal than print ads or other traditional promotions would be.

4. Offer a glimpse behind the scenes

Finally, don’t underestimate another benefit of a social media strategy for your restaurant: it’s ability to go beyond the types of messages that other marketing channels have to offer. By their nature, social media networks are more intimate and personal than print ads or other traditional promotions would be. If you approach social media strategically, you can take advantage of that expectation.

Find out how Sirvo can help your business utilize social media to hire top industry talent.

The most natural way to endear yourself to your audience on social media is to share content that offers a glimpse behind the scenes of your restaurant. Who are your chefs? What’s their favorite meal to cook, and how do they cook it? What does your kitchen actually look like? If your social presence can answer these types of questions, you’re well on your way to executing a strategy that promotes both first-time and return visits to your restaurant.

In short, social media can and should be a core part of your digital efforts. The above-mentioned points are just some of the benefits it offers. As long as you understand both your audience and the medium in which you operate, you can take advantage of its benefits to strategically reach out to potential visitors and grow your restaurant.

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Training Hacks: Materials and Resources Essential for New Hires

Training Hacks: Materials and Resources Essential for New Hires

by | Jan 16, 2017 | Business Toolkit, IndiTips, Management

After hiring, you’ll want new staff to start training as quickly as possible. This ensures they hit the ground running while avoiding rookie mistakes. In order to make this possible, however, training materials and resources must be ready to go, especially these six items that every new employee should have in hand the minute they walk in the door.

New hire paperwork

It’s a good idea to greet new hires with these materials. And whether you’ll be doing the training yourself, or you have a designated trainer, a senior staff member should sit with the employee while they fill out their new hire paperwork. This allows you to go over the materials with them and it’s the perfect time to set your performance expectations.

After the paperwork has been completed, take your new hire on a tour of your establishment. This helps to familiarize them with the business. During the tour, you can introduce them to other employees and tell them any names or terminology they need to know. It’s also a good time to show them where any safety equipment or materials are located.

A training schedule

Don’t leave new staff in the dark about training ins and outs, especially the timeline. Depending on the size and type of your establishment, training may only last a few shifts, or you may require weeks before you feel a new employee is qualified to work alone. Also, remember, you may need several training schedules based on position, so be sure to plan accordingly!

With this in mind, try to have the entire training schedule planned out. Let them know what days they’ll be working, what area of the business they’ll be learning about each day, and who they’ll be working with.

Having at least one designated trainer for each position is a great way to make sure all employees are trained the same way every time.

Designated trainer(s)

Having at least one designated trainer for each position is a great way to make sure all employees are trained the same way every time. Even better: having a few trainers that can share the load. This also takes some of the pressure off of you, allowing you to continue running your business while your trainer supervises new employees.

If possible, introduce new hires to their trainers immediately. This will allow them to get to know each other and will also ensure that new employees will know who to find when they come in for training shifts.

Printed materials or learning aids

If you have printed materials for your new employee, make sure they’re ready to go right away. If you use an app or website, make sure you make the employee is aware of the site or app and how to use it in conjunction with their training. There’s nothing worse than telling your new hires to read an article or complete online training without providing them with the necessary information to access the content.

Tests are a great way to gauge where trainees are in their learning process.

Tests to verify training/learning

Tests are a great way to gauge where trainees are in their learning process. So, before your new employee is ready to deal with customers on their own, you’ll want to test them to see if they’re grasping the training. These tests can be anything from online quizzes to mock restaurant scenarios. Of course, testing formats and parameters should be discussed with new hires and included on training schedules.

Tests are also a great way to see how the trainer is doing. If you start to notice new employees all seem to make the same mistakes or perform the same tasks incorrectly, sit down with your trainer(s) to make sure they’re teaching the correct habits and skills.

A clean, new uniform and name tag (if required)

Finally, if you require a uniform, make sure you have a fresh one ready on their first day. This goes a long way in making your new recruit feel like they fit in and are a part of the team right away.

If you’ve read our first post on Training Hacks, you’re well aware of how hard it is to find good employees. Make sure you’re not just a stepping stone on their career path. Welcome your new employees warmly and have a comprehensive training program in place so they feel secure in their job choice.

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Training Hacks: Building Your Team

Training Hacks: Building Your Team

by | Jan 9, 2017 | Business Toolkit, IndiTips, Management

Having a solid training program will provide benefits every time your employees work a shift. The best training programs begin by hiring the best employees. This can be the difference between immediate success and possible failure.

Here are the first steps to take to put the right people in the right places.

1. Determining Staffing Needs

Every establishment is different but the theories behind determining staffing levels are similar all around.

Think about the flow of your business and every step a customer will take on their way to an excellent experience, from the moment they walk through the door to the moment they leave. To ensure service, you’ll need employees who’ll engage the customer at each step, and then you’ll need a support staff. The support staff are employees who the customer may not deal with directly, but still affect the final customer experience. Examples of support staff are barbacks, busboys, prep cooks, and housekeepers.

Based on the size of your establishment and the level of service you plan on providing you’ll want to have at least two (if not more) of each position during your peak hours.

Of course, you’ll want to employ more than two people for each position to account for day and night shifts, for days off, for extra coverage when needed, and as backups in case of emergencies.

2. How To Hire

Now that you’ve determined your staffing needs, it’s time to put the word out.

There are many ways to let potential employees know you’re hiring. The best way is to post your open positions to a job site specific to the hospitality industry, preferably one that partners with the big job search engines as well as with local sites and with trade associations. This ensures you’ll connect with the most enthusiastic and professional candidates.

The best way is to post your open positions to a job site specific to the hospitality industry.

Of course, there are always the traditional ways such as word of mouth, employee referrals, and the trusty old “Help Wanted” sign.

It’s a good idea to tell any and all applicants you’re always accepting applications, even when you think you may be fully staffed. By doing so you’ll always have possible employees in the pipeline ready to begin training at a moment’s notice. Don’t wait until an employee resigns or until you involuntarily lose an employee before hiring their replacement. This gives you peace of mind knowing all possibilities are covered.

3. Who To Hire

If you’re always accepting applications and interviewing potential employees, you’ll find the person you spend valuable training dollars on will be of a higher quality.

Unfortunately, it’s common in the industry to hire out of necessity. This can affect customer service and employee morale in the long run. Try to avoid backing yourself into this corner at all costs.

Before you begin interviewing potential employees, take the time to list the personality traits and skills you’d like your perfect employee to have.

Each position requires a certain type of person. Before you begin interviewing potential employees, take the time to list the personality traits and skills you’d like your perfect employee to have.

After you form a profile of your superstar employee(s), you’ll want to tailor your interview questions accordingly. Always remember to ask open-ended questions to keep the candidate talking as much as possible. This allows you to get an idea of how they’ll deal with service as well as how they’ll fit into the team. Of course, you’ll want to include a few skill questions to make sure they can meet your skill level requirements, too.

Here are a few other quick hiring hacks to keep in mind:

  • Don’t be afraid to be creative or out of the box with your questions. You want to force the candidate to think quickly, as they’ll be doing this continuously during shifts.
  • During the interview, don’t just show your amiable side. Remember, it’s their goal to impress you, not the other way around.
  • Also, keep in mind there may be some strict guidelines you’re required to follow when interviewing. Rules and regulations vary from state to state. Click here for more information on the regulations where you’re located.
  • Last, schedule a follow-up interview for a day or two later so you can think about things first. Avoid hiring a candidate “on the spot” if at all possible.

One of the best quotes we’ve heard from a small business owner when asked about their hiring practices was, “Every horse runs a good first lap.”

“Every horse runs a good first lap.”

He meant everyone puts their best foot forward during interviews so take the time to think about how the candidate will fit into the big picture. It’s tough to build a cohesive and successful team when new hires let you down or move on within a few weeks. If you find this happens frequently, you may want to revisit your hiring process.

Finding a good hire is the first step in a successful training program and should not be taken lightly. It’s rare that an employer finds the perfect employee who’s always on time, enthusiastic, and able to handle anything thrown their way…all while providing the best service possible.

Protect your business by establishing and following great hiring practices. That’s the best way to start training off of the right foot.

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Create a Successful Employee Manual With These Must-Haves

Create a Successful Employee Manual With These Must-Haves

by | Jan 4, 2017 | Business Toolkit, Management

Every hospitality business needs a quality employee manual that will allow them to present the information new hires need in order to function smoothly in their new jobs. It’s a handbook for everyone on staff: hosts, customer service, servers, chefs, managers, and those employees who work behind the scenes to ensure that the restaurant runs smoothly. Writing your employee manual for the first time can be a challenge, but this will help make it easier.

A Few Things to Remember

As you’re writing your employee manual, there are several things you’ll want to keep in mind. These include:

  • Most employees will not read the manual cover to cover; instead, they’ll turn to specific sections when they need the information. Make sure that it has a table of contents and an index that makes it easy for them to check out important resources.
  • The employee manual can’t stand alone. Employees will still need to receive training and verbal instruction in critical areas.
  • Create a document that can change according to the shifting needs of your restaurant. Make sure that changing information is presented to all current employees.
  • Keep a copy of the employee manual on hand at the restaurant. Even the best employees won’t keep up with their copy forever.

The Sections

Typically, an employee manual contains several key sections that will make it easy for employees to navigate while they begin their new job. Using a familiar template will make it easier for you to write your manual while simultaneously making it easier for employees who have previously worked in hospitality positions to find the information they need.

The Welcome Letter

Start by welcoming your employees to the business and giving them a sample of what they can expect while they work there. The best welcome letters include a sense of the restaurant’s attitude: for example, a welcome letter for a family-friendly, fun restaurant might read very differently from a welcome letter designed for a formal restaurant.

Important Policies

When a member of your staff opens up their employee manual, it’s usually because they’re looking up a specific policy. These might include:

  • Policies for each type of position/restaurant section; this should include expectations for customer service, front of house, kitchen and bar employees.
  • Emergency policies: How will the restaurant respond in the event of an emergency?
  • Call-out policies: What do you expect of staff members who must miss work for some reason?
  • The policy for swapping shifts: how must it be recorded? If one server or host covers a shift for another, who should they notify?
  • Safety policies and procedures, including any specific things that must take place throughout the restaurant in order to ensure staff and guest safety.
  • Information about performance evaluations, if relevant: how often they’ll occur, who performs them, and what is expected of each employee.
  • What appearance you expect of your staff, including whether or not piercings or unnatural hair colors are acceptable and what type of attire is expected.
  • A discipline policy that covers how issues will be handled throughout the restaurant and how employee transgressions will be dealt with.
  • Cash handling policies, including how cash is to be dealt with and how tips are to be reported.

Employee Benefits

What benefits does your restaurant offer to full-time employees? Do you provide insurance? What about a meal policy? Be sure that your benefits section includes everything your employees can hope to enjoy while they are employed by your restaurant. Being detailed here is a must so there is no confusion about said benefits.

Communication Options

Communication standards can make or break a workplace. If you want to make the most of your restaurant, provide your employees with plenty of opportunities to communicate. This might include phone numbers, email addresses, and how to mention a complaint if they have one. You can also include hours when the owner can be reached for discussion if necessary.

Creating an employee manual is a process. Your manual will change several times over the life of your restaurant. You may learn that you need policies that you didn’t think were worth mentioning or that you need to change your rules to reflect the changing needs of your employees and guests. As you construct your employee manual, however, you’ll discover that it’s much easier to track your expectations and keep your employees aware of the way your restaurant handles specific issues – and that means more satisfied employees who find it easier to perform their daily jobs.

For more useful management resources, check out Sirvo’s business toolkit!

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