Podcast
Questions and Answers
What is the primary goal of the Hospitality Training Assistant (HTA)?
What is the primary goal of the Hospitality Training Assistant (HTA)?
- Maximizing restaurant profits by minimizing crew training costs.
- Supervising daily routines and table touches.
- Ensuring all staff members are equipped to provide excellent customer care. (correct)
- Managing all customer complaints and resolving them within 24 hours.
What is the expected timeframe for the HTA to communicate people issues to the General Manager (GM) or Supervisor?
What is the expected timeframe for the HTA to communicate people issues to the General Manager (GM) or Supervisor?
- At the end of the work week.
- Immediately upon discovery.
- Within 24 hours of acknowledging the issue. (correct)
- Within 72 hours of the incident.
Why is the new hire's experience during their first three days considered critical by the HTA?
Why is the new hire's experience during their first three days considered critical by the HTA?
- To ensure they complete all required paperwork efficiently.
- To evaluate their performance for potential immediate promotion.
- To quickly integrate them into the team and foster a sense of belonging. (correct)
- To train them on all aspects of the restaurant operations.
What is one of the HTA's responsibilities regarding promotions and new product rollouts?
What is one of the HTA's responsibilities regarding promotions and new product rollouts?
How does the HTA contribute to the restaurant's financial performance?
How does the HTA contribute to the restaurant's financial performance?
An HTA notices a conflict between two crew members that is affecting team morale. Following protocol, what is the immediate next step?
An HTA notices a conflict between two crew members that is affecting team morale. Following protocol, what is the immediate next step?
A new crew member is struggling to learn the routine for taking orders at the drive-through. According to the key success factors, what should the HTA prioritize?
A new crew member is struggling to learn the routine for taking orders at the drive-through. According to the key success factors, what should the HTA prioritize?
The restaurant aims to implement a new upselling strategy to increase revenue. What should the HTA do to support this initiative?
The restaurant aims to implement a new upselling strategy to increase revenue. What should the HTA do to support this initiative?
Crew turnover has risen to 85% in the last quarter. How should the HTA respond to address this issue effectively?
Crew turnover has risen to 85% in the last quarter. How should the HTA respond to address this issue effectively?
The restaurant consistently exceeds service time targets as measured by the ZOOM Timer but receives customer complaints about order accuracy. What should the HTA do?
The restaurant consistently exceeds service time targets as measured by the ZOOM Timer but receives customer complaints about order accuracy. What should the HTA do?
Flashcards
HTA Purpose
HTA Purpose
Ensuring every staff member feels empowered to care for the customer.
HTA Role Model
HTA Role Model
Role modeling the People Care Culture in the restaurant.
People issues timeline
People issues timeline
Acknowledging all people issues and communicating them to the GM or Supervisor within 24 hours; resolution within 72.
HTA Retention
HTA Retention
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New Hire Experience
New Hire Experience
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Promotions and Rollouts
Promotions and Rollouts
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Department Results
Department Results
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Trainers Verified
Trainers Verified
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Crew Appearance
Crew Appearance
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Focus 2 weeks
Focus 2 weeks
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Study Notes
- The Hospitality Training Assistant ensures each staff member is empowered to care for the customer.
- The HTA is a role model of the People Care Culture in the restaurant.
- All people issues must be acknowledged and communicated to the GM or Supervisor within 24 hours; resolution should be within 72 hours
- The HTA is responsible for crew retention, with a critical part of the role being each new hire's experience during their first three days, ensuring that every new person feels part of a team from day one.
- The manager ensures that promotions and new product rollouts are executed 100%, and all service staff are trained and empowered.
- The HTA handles Department Results, ensuring the team meets profit targets as measured by the restaurant scorecard.
Hospitality/Training Assistant Manager: Key Success Factors
- Hospitality involves having a friendly crew, table touches, a general and service manager in place, setting expectations, and maintaining crew appearance and procedures.
- Crew On Boarding includes working with crew trainers, ensuring trainers are ready to train, welcoming trainees, following up for the first 2 weeks and reviewing the trainee schedule.
- Routines consists of daily communication, reviewing new hires, attending CT Meetings, using FRED, knowing the DT OEPE and ZOOM timer, and reviewing new promotions.
- Department Results consists of the Voice & 1-800 complaints, ensures crew turnover is less than 80% less, has 2 New Hires week, trainers are verified and track service times and departmental cleanliness.
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Description
The Hospitality Training Assistant ensures staff can care for customers and represents the People Care Culture. They address people issues, focusing on crew retention and new hire experiences. They also ensure promotions and new product rollouts are executed effectively, meeting profit targets.
