Hospitality Training: Assistant Manager Development

The first phase of Assistant Manager training is focused on setting expectations and ensuring the trainee understands their new role and training path.

During Phase 1, trainees review the Assistant Training Manager's responsibilities, commitment letter, training plan, GJ Mac goals, benefits and policies, and operational handbook.

The second phase of Assistant Manager training emphasizes maximizing the guest experience.

During Phase 2, trainees discuss voice scores, 1-800 complaints, customer recovery strategies, and review the GJ Mac website.

The training program for Assistant Managers includes 3 phases: 1 month of building knowledge and skills, 2 months of practicing execution and results, and a final 'shoulder-to-shoulder' phase where trainees work alongside experienced managers.

A quick check of the dining room to ensure it's clean and ready for guests. This includes making sure the tables are set and the floors are swept.

Three key interactions with guests at their table during their dining experience. This could include greeting them, taking their order, and checking if they need anything else.

A system to ensure smooth food delivery and service flow. It involves keeping track of orders, coordinating kitchen and service staff, and minimizing table wait times.

A comprehensive evaluation tool used to assess the quality of service and identify areas for improvement. It helps ensure consistency and a positive guest experience.

A set of standards and procedures that outline the expected behavior and actions of staff during service. This helps create a positive and consistent dining experience for all guests.

The Assistant Training Manager (HTA) meets with the People Manager to set up the training and communication routines for the new hire.

This phase involves practical application, focusing on cleanliness standards and hygiene practices.

The HTA is responsible for the trainee's onboarding, ensuring they understand their role and responsibilities during the first three days.

Focused on the trainee's day-to-day tasks and how they contribute to the guest experience.

The HTA is responsible for teaching the trainee how to clean the front counter, drive-thru, and dining room, ensuring they meet hygiene standards.

The trainee learns about food safety regulations, stocking routines, and checking refrigerator temperatures.

This involves reviewing the GJ Mac website with the trainee to reinforce their understanding of the company's policies and procedures.

The initial part of the Fred training focuses on building a solid foundation for the trainee's understanding of the role and setting up for success. It covers the various modules in McCafé training, including maintaining and building sales, and introduces important concepts like suggestive selling and up-selling strategies.

The Fred training incorporates modules dedicated to "Maintaining and Building Sales" that cover strategies for boosting sales and customer satisfaction. These modules incorporate a variety of key concepts, including suggestive selling, up-selling, and executing promotional strategies.

The Fred training program covers essential aspects of running a successful McDonald's restaurant, including understanding how to analyze the business, manage local sales, and build positive community relationships. This includes topics like trading area analysis and Ronald McDonald House charities.

The "Guest Experience" modules in the Fred training help trainees understand how to create a positive and welcoming atmosphere for customers, especially in the context of kiosk and table service. They emphasize the importance of crew interaction and creating feel-good moments for guests.

The Fred training program integrates a comprehensive approach to crew training, ensuring that trainees have a solid understanding of the restaurant training program and their role in its execution. This includes participation in "Train the Trainer" sessions and verification as a certified trainer.

The Assistant Manager training program is divided into three phases, each focusing on a different aspect of the role. The first phase emphasizes knowledge and skill building, the second phase involves practicing execution and achieving results, and the final phase involves 'shoulder-to-shoulder' experience with experienced managers.

The first phase of Assistant Manager training focuses on setting clear expectations and ensuring the trainee understands their role and the training path ahead. This involves reviewing key documents, setting training objectives, and understanding the overall program structure.

The second phase of Assistant Manager training focuses on maximizing the guest experience. It emphasizes the importance of creating a positive customer experience, including reviewing customer feedback, implementing recovery strategies, and utilizing resources like the GJ Mac website.