The main pillars that shape and sustain a restaurant's customers' opinions and weigh on whether they'll return are:
▶️ The atmosphere;
▶️ The price;
▶️The menu;
▶️The service.
All of this is mainly tied to the efficient work of your
staff team, starting with training for all the professionals involved, but it also runs largely through the kitchen team, which needs to be efficient and well prepared. One depends on the other for the whole to work perfectly.
A well-trained team knows that for the service and product to be fairly priced, there can be no waste. For the menu to be followed and the customer to get exactly what they chose, it's essential that the staff have technical knowledge. For customers to find a pleasant, clean, and organized environment, every department needs to work in harmony and, finally, quality service must be part of the business's culture.
Training the whole team
For the whole team, from the kitchen to the register, to get the same training on company culture, the development of proactive attitudes, effort, and dedication at work must be coordinated by a single professional. The specific issues and particularities of each department should be handled by technical professionals from each area.
These
training sessions should be carried out periodically, always in a different format and presenting something new, so it doesn't get tedious and staff don't see it as pointless. Training should also be reinforced whenever there are new employees, as a way to keep the team motivated and united for the good of your business. After all, your staff, well trained and working in harmony, is your greatest asset.
Training for the kitchen team
To provide good training for all the employees working in the kitchen, you first need to
hire someone who offers the Good Food Handling Practices course recommended by Anvisa. In these classes, the professional gains the know-how on food storage and sanitizing, pest control, as well as standardized care regarding hygiene of the workplace.
Invest in your employees, insist that they stay up to date and take part in this training. Make it possible for them to keep a routine of study and qualification; this is very important for you, for your venue, and for them too, since they'll be competing for the
best positions and salaries.
Being prepared and open to the changes that happen all the time is essential to keeping your business running well. Pursuing the automation of your company's processes, using every means of innovation and technology, and preparing your team for it, is key for your business to stand out from the rest.
Within these options, you yourself, as the venue's manager, can hold meetings at intervals that fit the work schedule to assess how the business is going. In these moments, you can open the floor for the team to speak up about any questions, complaints, or suggestions to improve the service. These meetings can be held by department, with all employees together, or even individually.
Training for the waiter and cashier team
The waiters, who often act as hosts, and the restaurant's cashiers are essential professionals for smooth operations. They need to have a distinctive approach to service, attentiveness to the public, courtesy, respect, and charisma. After all, they are your venue's direct contact with the public.
To train this group of professionals, you need to hire someone with experience and technical knowledge in the field. Besides sharing that knowledge, the professional who will prepare the team needs the teaching skills to pass on what they know to the restaurant's staff.
Among the qualities a good waiter, cashier, or attendant should have are:
▶️ Knowing how to welcome customers;
▶️ Knowing the organizational structure and the floor plan, restrooms, inventory, minibar, and all the spaces;
▶️ Also knowing about codes of conduct, etiquette, and respecting the customer and their opinion;
▶️ Needing to know the menu, being able to explain the dishes with specific knowledge of the ingredients for sides and pairings;
▶️ Knowing the wine list and how to serve the wines;
▶️ Hygiene, good posture, good communication, and being able to do basic math are needed;
▶️ Knowing the restaurant's rules, respecting each one, and knowing how to work as a team;
▶️ Staying alert to and aware of menu changes, trends, and service rules.
Count on the experience of the team's veterans
Beyond the training you should run with the team, it's important to rely daily on the experience of the professionals who've been with the company and in the field the longest. Having strong leadership as a reference point is very important, both for the venue's manager and for coworkers.
Knowing how to make the most of veteran talent is a way to ensure good service to the public, build customer loyalty, and consistently win over an audience that values good service, along with quality products.
So, manager, do you usually run ongoing training with your team? Do it to improve your numbers and results. Download the Customer Service Training Guide and get started right now!
