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Four Wait Staff Training Tips from MarketPlace Grill

Raise your hand if you want a restaurant full of perfect servers. Now, keep your hand raised if you think a perfect server is just another pipe dream. We bet there are a few of you out there with your hands still up. Whether you call them wait staff, servers, employees or associates, your front […]

Raise your hand if you want a restaurant full of perfect servers.

Now, keep your hand raised if you think a perfect server is just another pipe dream. We bet there are a few of you out there with your hands still up.

Whether you call them wait staff, servers, employees or associates, your front of house team is ultimately the face of your restaurant operation. They represent your restaurant’s values, your commitment to customer service and they reflect your ability to hire great people who care.

This is exactly why restaurants like MarketPlace Grill consider automated training one of the most important pieces of their front of house operations puzzle. Before using Schoox, Red Book Connect’s social, eLearning solution, they’re online training system limited their ability to customize exams and make updates to their content on the fly.

Here are there four tips to automate the training process.

1. Create Automated, Job-Specific Training

MarketPlace Grill has a very in-depth and personalized training curriculum by job type. Using Schoox, Dave Strong, Vice President of Operations was able to quickly upload 38 courses and nine curriculums into their MarketPlace Academy.

“When our staff logs in, they only see our academy and only the content they need to see within that academy.” When attention spans are short, the specific curriculum paths make it easier for new team members to absorb the content that is crucial to their job performance.”

2. Adapt for a Mobile Workforce

They’re young, they’re connected and they’re a mobile workforce. Which means using technology to reach Millennials was a no-brainer for Andy Wells, General Manager. His primarily Millennial aged staff expected to get their training quickly from an app on their phone.

“The number one benefit from Red Book Connect’s social eLearning solution has been the ability for my staff to take their training on their mobile device from home or wherever they are. They can build their knowledge about MarketPlace and what it means to be a team member here before they’ve even been in the building.”

3. Monitor Training Progress

Within the MarketPlace Academy on Schoox, managers can view the progress of new hires as they go through the training process.

“They can see how much time they spent on each page,” says Wells, “so if somebody is struggling, a manager can just go in and see exactly what the person is doing within the course and then give them some real-time, relevant direction.”

4. Create Consistent, Branded Content

Schoox also helped MarketPlace Grill create a consistent training experience. Content can now be updated in a snap, and, even though there is a lot of training in the Academy, team members can go back and brush up on coursework whenever they want.

“What Red Book Connect’s social learning solution has done is make sure that all of our staff are seeing and hearing the same things as they go through their training process,” explains Strong. “That helps me improve service consistency and provide a better experience for our guests.”

Automated training using Schoox was just one of the ways Strong and Wells improved their restaurant operations with technology. They also streamlined their employee scheduling, hiring and onboarding process.

Take a peak at the full MarketPlace Grill case study on our Water Cooler section to see how they all came together.

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