Chapter 12 - Training and service. After reading and studying this chapter, you should be able to: Describe characteristics of effective managers, list the goals of an orientation program, compare and contrast behavior modeling and learner-controlled instruction, list guidelines for effective trainers, describe elements of an effective training program. | Chapter 12 Training and Service The Restaurant: From Concept to Operation, 7th edition Courtesy of Red Lobster Restaurants Objectives After reading and studying this chapter, you should be able to: Describe characteristics of effective managers List the goals of an orientation program Compare and contrast behavior modeling and learner-controlled instruction List guidelines for effective trainers Describe elements of an effective training program Orientation Well-planned orientation programs Help new employees become acquainted with the restaurant Most labor turnover occurs within the first few weeks of employment Orientation Courtesy of State Street Eating House Help new employees become acquainted with the restaurant Feel like they are a part of it Most labor turnover occurs within the first few weeks of employment Important to establish a bond between the employee and the restaurant Orientation (cont’d.) Eight goals: Explain the company’s history, philosophy, . | Chapter 12 Training and Service The Restaurant: From Concept to Operation, 7th edition Courtesy of Red Lobster Restaurants Objectives After reading and studying this chapter, you should be able to: Describe characteristics of effective managers List the goals of an orientation program Compare and contrast behavior modeling and learner-controlled instruction List guidelines for effective trainers Describe elements of an effective training program Orientation Well-planned orientation programs Help new employees become acquainted with the restaurant Most labor turnover occurs within the first few weeks of employment Orientation Courtesy of State Street Eating House Help new employees become acquainted with the restaurant Feel like they are a part of it Most labor turnover occurs within the first few weeks of employment Important to establish a bond between the employee and the restaurant Orientation (cont’d.) Eight goals: Explain the company’s history, philosophy, mission, goals, and objectives Make the employee feel welcome Let employees know why they have been selected Ensure that the employee knows what to do and who to ask when unsure Orientation (cont’d.) Explain and show what is expected Have employees explain and demonstrate each task Explain various programs and social activities available Show where everything is kept Part-time Employees Advantages: No need to pay benefits Flexible schedule Disadvantages: Lack of continuity More need for training Less motivation Training and Development Objective: produce desired behavior Attitudes and skills for producing food and service that pleases the clientele Employee development promotes: Problem-solving abilities Analytical skills New perceptions New methodologies Training and Development (cont’d.) Employee development programs: Deal with perspectives, attitudes and feelings about the restaurant, job, customers and boss Planning for contingencies is part of development Problem solving
