Whether you realize it or not, you are always paying for training. You could be paying for it through turnover or mistakes or, preferably, by planning ahead and investing intentionally.
As former operational executives, we understand better than most how “You can’t see the forest for the trees” ties directly into why many operations can’t find the time to properly plan and execute effective ongoing training programs. Here are some strategies to help simplify the process:
Consistent, Daily Pre-Shifts for F&B Teams: The best in our industry set aside 30 minutes per day to do this.
We climb a mountain one step at a time— so why not start with 10 minutes a day, at the same time and in the same place, so your team can connect and train? Break your conversation into equal parts food, beverage and service.
Food: The best experiences are driven by employees who have tried the food and can talk about it confidently. Taste food, and not just specials! Encourage the team to describe the specials, core menu items, and highlights from the culinary team.
Beverage: Taste tea, coffee and non-alcoholic beverages—and of course, discuss wines and how they pair with various dishes, rotating beer tap changes, and seasonal cocktail updates.
Service: Highlight VIPs, special requests, and update the team on upcoming events.
Key Takeaways: Set the stage, ask open-ended questions, and let your team do most of the talking when it comes to describing product. If they stumble, keep encouraging them and always model what good looks like.
Make it yours! Build in your club culture, make it interactive, give demonstrations, do role plays, bring in guest stars, require participation from every team member, and get their full attention.
Great pre-shifts are something the team should look forward to; they build morale, relationships, and strengthen your unique club culture.
In-Person Training: Setting aside scheduled time for internal and external training sessions is vital to the longevity and sustainability of any training program. Consider these commitments:
Monthly Internal Training: Extended sessions of 60 to 90 minutes with a focus on role playing, product knowledge, and service excellence.
Quarterly or Biannual External Training: Two to three days of team building that focus on fundamentals refreshers, the sequence of service adjustments, leadership development, and the importance of emotional intelligence as it relates to serving your members and your colleagues.
Create a Club University:
Reward and recognize your team for attendance. Use this as a developmental tool for future leaders within your organization.
Ask Your Team: Instead of simply assigning training topics, consider engaging with your team by asking what areas they would like additional training in and how you can support their professional growth.
This approach encourages open communication and empowers them to take ownership of their development. This could be as simple as creating a suggestion box or question box, where people can ask things they have always wanted to know but are too afraid to ask. While training does not have to be complicated, creating consistency in your training plan is hard. Set a small goal and build out a plan. As it has been said, “We are what we repeatedly do. Excellence, therefore, is not an act, but a habit.”
Chris DeChillo is a hospitality trainer & leadership coach at KOPPLIN KUEBLER & WALLACE. Annette Whittley is a hospitality consultant and trainer & search executive at KOPPLIN KUEBLER & WALLACE.