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Training ManualCrabtree Valley MallChick-fil-ATaylor Ledbetter 2016A Letter to the Trainers,First of all, congratulations! Becoming a member of the Training team is a big step! Your selection as a Trainer means that your leadership team sees something special in you. You are a hard worker and obviously have a love of people and the drive to help your store grow! Being a part of the Training Team is a big responsibility, but extremely rewarding. As a Trainer, you are now a leader in your store. There is a big difference between being a leader and a boss. Anyone can be a boss, all you have to do is give orders. But to be a leader, you have to want to help others to grow to their full potential and you have to inspire those around you to want to work like you do. People react better to cooperatively learning and nurturing, as opposed to being ordered around. Remember the Golden Rule of Training: when you’re training someone, teach them the way you would want to be taught. Just because something is second nature to you doesn’t mean everyone will catch on as easily. No question is too silly to ask. The more questions someone asks you, the more they learn, and that is your purpose as a Trainer: to help your team grow and learn as much as possible. You are going to do an amazing job growing your team, and this manual is to help you along the way. When in doubt, check the manual! And if it’s not there, ask another leader or consult eTrain. You’ll never know everything, and this is an opportunity for you to learn as well! Remember that you and your trainees are all human, and everyone makes mistakes. You’re on your way to training the Chick-fil-A Way! Good Luck!New Hire TrainingCongratulations! You have a brand new team member joining your team! Whether this is their first job, or they’ve worked in restaurants for a while, they are looking to your Training Team to show them how to walk and talk the Chick-fil-A way. Taking in a new team member means bringing them into your Chick-fil-A family, and you want them to get the best possible training from day one. The following section will set up a 3 day New Hire Training process to be taken on by the Training Team. The first 3 days of a new team member’s introduction should be simple, 3 hours days as to not overwhelm them with new information. Remember that everyone learns at a different pace, and some additional time may be needed than what is allocated in this manual. Take the time to get to know your new hires and their learning styles, and adapt this training to what best suits them! Now go forth and train!New Hire TrainingDay OneOn your trainee’s first day, coming behind the counter can be extremely stressful. You have a lot of guests asking them questions they don’t know, and it is hard to focus on training when you are attempting to work at the same time. For this reason, it is best to take all of your training materials to the dining room and spending your 3 hours of Day One out there. This gives your trainee time to focus on the basics and get to know their Trainer before having the pressure of being behind the counter put on them. -Onboarding (35 min)-Read through the Employee Handbook, go over employee expectations-Make sure they sign the handbook agreement sheet-Give them their uniform and nametag*It is easier to have these ready before the new hire arrives*-Make copies of SS Card and ID, hire them in the computer and give them their PIN, put all documents and paperwork in manilla folder in filing cabinet-Menu Overview (5 min)-Dressings/Sauces-Difference in mall menu and other CFAs-Storage room tour (10 min)-Explain importance of staying organized-Explain duties of the Truck Team -Scavenger hunt(15 min)-Should engage them behind the counter-Other team members are not allowed to help-No wrong answers! Anything missed will be gone over with Trainer-Safety & Security (45 min)-Money Safety video on eTrain, enforce good habits from day one!-Fire extinguishers, show where they are and how to use them -PASS method-Back door policy*Most robberies happen through the back door!*-Escape plan, emergency meet-up location-Dealing with angry guests-LAST model, video on eTrainListenApologizeSolveThank-POS introduction (1 hr)-Role play, Trainer acts as customer-Role play should consist of different types of orders, small and large,and a variety of items. Adding and taking away condiments will also help to preparethem for real orders! Make sure they know how to use descriptors for guests, andthat they know the importance of getting every guests’ name and order correct! -Questions/Comments/Concerns (10 min)-Write these down so that you can revisit them tomorrow! Yes! You made it to the end of Day One! Your trainee probably feels a little overwhelmed, as they have learned a lot today. Make sure you exchange contact information incase they have any questions! And always thank them for their hard work!Day TwoYou and your trainee have made it past the first day, and that’s half the battle! You should have a feel for their learning style now, and know if any adaptations need to be made to the rest of their training. Today, you’ll start some more of the hands-on learning in the store. Your trainee may be nervous about coming behind the counter, but that’s why they have you! You’ll be there to show them the way and to answer any questions. As long as you keep your cool and lead by example, they’ll do fine as well! Remember what they say: Chikin see, Chikin do. -Getting to know you paper/ Intro with trainer (15 min)-Take the time to really get to know your new hire! See what their ambitions arefor this job, and how you can help them. As a Trainer, it is your job to be theirmentor that introduces them into the Chick-fil-A family! Don’t share too much, butmake sure they feel comfortable coming to you for help and with concerns! -Refresher Quiz (10 min)-Quiz on things learned the previous day-No wrong answers, use this to see what you may need to go back over!-Questions/Comments/Concerns (5 min)-Again, everyone learns at a different rate, don’t be afraid to revisit topics fromDay One! Ensure that your new hire feels comfortable before moving on. -Making lemonade (15 min) - Make 1 Diet Lemonade, and 1 Regular Lemonade-Explain with Job Aid, and let THEM do the hands-on work! Even if they make a mistake, they will learn much better if they are the one doing it!-Instead of telling them what to do, ask them what step is next! Whenever you are teaching how to make something or do something, this is the BEST way to teach! It makes them think through the process which will help them remember it better in the long run!-Job Aid: A1, back of manual-Making Iced Coffee (5 min)-Job Aid: A2-Getting ice (10 min)-Either set on trays or hook on side of bin-Make sure they know not to set them on the ground because it is against health code-2nd Mile (30 min)-Video-Explain the 3 times you would check in at tables:1.) As soon as they sit down-Ask if they got everything they needed -Ask if they need additional sauces, straws, napkins, etc.2.) Halfway through their meal-Ask if everything is tasting good-Ask if they need additional sauces or napkins-Get any refills3.) At the end of their meal-Ask if you can remove their TRAYS *never say garbage or trash, it just doesn’t sound nice*-Get any refills-THANK THEM (:-Shadow the Trainer while they 2nd Mile-Next round, if they feel comfortable, send them on their own!*Help them get out of their comfort zone*-Core 4 (15 min)-eTrain video-Trainer explain how they use this in their everyday interactions with guests-POS practice with Trainer (20 min)-Take the time to review the POS-Role play a few different types of meals and what type of questions you shouldask with certain products (type of dressing for salads, whipped cream/cherry formilkshakes, etc.)-Taking Orders (1 hour)-Trainer stay close by, possibly making drinks to ensure you can answer questions and help them with any tricky situations!-If they begin to get overwhelmed in a rush, feel free to take over for them andhave them make drinks for you and watch you until they feel comfortable comingback!-Desserts (15 min)-Milkshake, Job Aid: A3-Frosted Beverages, Job Aid: A4-Iced Coffee, Job Aid: A5-Again, remember to let the trainee make these! Read through the Job Aid with them first and then ask them what step is next while they make it. Having to readwhile actually doing it will engage them and help them remember it!-Try all 3! Or give them away, it’s up to the trainee!-Questions/ Comments/ Concerns (5 minutes)-Make sure they leave feeling good about their progress today!Yay! Day 2 is officially behind you. At this point, your trainee has learned quite a bit of information and you’ve probably learned quite a bit about your trainee. Follow up with them and make sure they feel comfortable with the massive amount of information they’ve taken in over the past 2 days. They’re not going to be perfect, and they will forget some things. That’s fine! Nobody is a pro after 2 days, but they can be eventually with the right training! Keep up the good work and keep training the Chick-fil-A way!Day 3It’s your final day of new hire training, yay! A lot of ground has been covered in your first two days of training, and there is still a lot to finish up on this last day. Again, if necessary, make time adjustments to accommodate your trainee’s needs and always make their individual needs your priority. Keep a positive attitude and maintain a patient attitude, they will appreciate it. -Refresher Quiz (10 min)-There is no wrong answer! Use this as a time to go over any missed questionsand see what needs to be revisited.-Questions/ Comments/ Concerns(5 min)-Safety Data Sheets/ Cleaning Procedures (10 min)-Show them where the SDS are located-Every single person in the restaurant should know where the SDS are located,as well as how to read them. This is EXTREMELY important, as it is an OSHAguideline. -Food safety (45 min)-eTrain videos-Pamphlet on eTrain-Quiz, should be very specific toward holding times, temperature control, etc.-Explain why food safety is so important. A customer can have 99 good visits and1 bad visit with a case of food poisoning and that one visit will keep them fromever returning. Guests are who we are here to serve, and we want to make surethey are getting the highest quality of food, every single visit. -Make a CFA sandwich (10 min)-Explain why consistency is important. The CFA sandwich is the face of the company. People expect it to be exactly the same everywhere they go, and wedon’t want to be the store that disappoints them. -Job Aid: A6-Try it! Every team member should know how a perfect CFA sandwich shouldtaste!-Holding times for fries (15 min)-Again, consistency is important. Waffle fries are the main side, and a side of oldor bad fries can ruin a meal. Any fries that have been held for 5 or more minutesneed to be thrown away. -Have your trainee try a fry that has been sitting in the chutes for 5+ minutes. Ask them to describe it with one word. You’ll get answers like “soggy, cold, gross,etc.” Ask them if they’d want fries like this with their meal. The answer will most definitely be “no!” -Have your trainee try a fresh fry, straight out of the fryer, freshly salted. Ask themto describe it with one word. This time you’ll get answers like “good, yummy,fresh, etc.” Ask them which type of fry they’d rather have, this one or the 5+ one. -Bagging (45 min)-Use a fake set of bags, boxes, condiments, utensils and napkins to practice bagging before throwing your trainee on the bagging station. This gives you theopportunity to explain what extras go with which meals. Your trainee will be ableto take their time getting familiar with bagging without causing your speed ofservice to suffer.-Explain bagging matrix; Job Aid: A7-Bagging (40 min)-Bag with Trainer running, there for support-Questions/ Comments ConcernsYou made it! You and your trainee have come a far way in 3 days of training! They still have a long way to go, but you have laid a solid foundation of training for them to build upon. For their next 5 shifts, they will be practicing all of the skills they have learned from you. You and the rest of your team are responsible for answering questions and helping them along the way! On their 6th shift after New Hire training, they will be evaluated by a different Trainer and tested on all of these competencies, so make sure they aren’t afraid to ask questions! Congratulations on the new member of your team!New Hire Evaluation-New team member is evaluated on their 6th shift-Evaluation is given by a different Training Team member to offsetbias from original Trainer-New team member will be assessed on hands-on skills-New team member will take a written test and must score a 90 orabove in order to pass-If new team member doesn’t not pass, they will have another weekto prepare and then be tested again-If they do not pass again, it will be up to the Operator as to whatshould be done-If they do pass, CONGRATULATE THEM!!! Welcome them to the team and take that “In Training” sticker of of their name tag! Just because your new team member is done with New Hire Training doesn’t mean you stop training them! Training never really ends. There will always be new things to learn and ways to update skills! Keep the hunger to learn alive in your store and train to be the best store you can possibly be! ................
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