Module 10 - Managing Training

Transcription

1 Module 10 - Managing Training Prepare 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. STP 3: Trainer's Guide 8/

2 You have already learned how to train Team Members. You will learn the process for Shift Lead training in this module. How We Win Together 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 /2009 STP 3: Trainer's Guide

3 Contents In this module, you will Learn to Track and Document Training By doing activity 10-1 And using Each type of training record used in your restaurant Tracking and documentation tool used in your restaurant STP 3: Trainer's Guide 8/

4 Terms 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 employee record government-mandated training documents 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. 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. Documents that verify the completion of governmentregulated training requirements, such as those having to do with safety or sanitation. individual training record orientation restaurant orientation 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. Session with new Team Members that introduces the company, the How We Win Together Principles, CHAMPS and Customer Mania. Session between RGM and new member of the team that covers expectations, safety and security procedures, recognition and benefits /2009 STP 3: Trainer's Guide

5 restaurant training chart training budget 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). 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. STP 3: Trainer's Guide 8/

6 Activity 10-1 Track and Document Training Show & Tell 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 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 /2009 STP 3: Trainer's Guide

7 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. STP 3: Trainer's Guide 8/

8 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. Governmentmandated 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 /2009 STP 3: Trainer's Guide

9 Guided Practice 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 STP 3: Trainer's Guide 8/

10 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? /2009 STP 3: Trainer's Guide

11 3. Complete a schedule for the top three Team Members you identified from Step 3. Complete the chart: Team Member Type of Training 1. Week 1: When Training Will Occur Assigned Trainer Week 2: Week 3: Week 4: 2. Week 1: Week 2: Week 3: Week 4: 3. Week 1: Week 2: Week 3: Week 4: STP 3: Trainer's Guide 8/

12 4. Complete the chart: Training Record for... Status of Training Record Needs Updated Updating What did you do? /2009 STP 3: Trainer's Guide

13 Follow-up 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. STP 3: Trainer's Guide 8/

14 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 b. False /2009 STP 3: Skills Observation / Trainer

15 Short Answer 1. How does ensuring proper training encourage the team to work together? Proper training qualifies Team Members to do their jobs, which creates a work environment that encourages a team effort. 2. What impact does improper planning for training have on your people, customers, sales, and profit? When your people are dissatisfied with training, morale is low. Customers receive bad service. Sales decrease. Profit decreases. STP 3: Skills Observation / Trainer 8/