Hospitality Training Assistant Manager Success Factors

• Training for a Hospitality Training Assistant Manager includes building knowledge and skills in one month, followed by two months of practice on execution and results.

Phase 1 Training: Setting Expectations

• Review HTA roles and responsibilities.
• Discuss and answer trainee questions regarding HTA roles and responsibilities (20 minutes).
• Review the commitment letter and training plan.
• Discuss the commitment letter and training plan, including information on wage increase and development milestones (10 minutes).
• Explain the impact of the HTA role (10 minutes).
• Review restaurant goals using the GJ MAC mobile app.
• Review the GJ MAC benefits and policies handbook.
• Spend one hour reviewing handbook #1 with Human Resources, contact Juanita to arrange a meeting.
• Review the GJ MAC operations handbook.
• Spend one hour reading and understanding handbook #2 with the supervisor, managing partner, or a qualified General Manager.

Phase 2 Training: Maximizing the Guest Experience

• Discuss Voice scores and 1-800 complaints, including how to recover a customer
• Trainees should be shown how they impact the restaurant scorecard.
• Spend 30 minutes reviewing scores and comments on the GJ MAC website.
• Discuss restaurant targets, and demonstrate table touches and guest interaction in the dining room.
• Review the 1-800 complaints, specifically order accuracy percentage and instances of rude employees.
• Voice results, Kiosk/Table Service/McDelivery/MOP percentages need reviewing.
• Review order end present end times (OEPE).
• Discuss the number of cars served in the drive-thru during peak times.
• Discuss the pull forward process.
• Share sales, transaction, and DT increase information
• With FRED learning, trainee should review "Leading Hospitality" and complete the learning journal section (30 minutes).
• Trainee should review "Creating Feel Good Moments" (1 hour, trainee review and completes the learning journal).
• On the floor, review Kiosk and Table Service standards and expectations.
• Set the expectation that someone is always in the entrance to greet guest to begin the order process.
• Ensure they understand a crew member/manager is always visible to the guest.
• Spend 2 hours (peak period on floor) coaching on how to manage the dining room and what the trainee should be looking for, including Gel in Place & dining room cleanliness.
• Demonstrate coaching crew on conducting 3-table touches
• Discuss/observe DT (Drive-Thru) service standards; demonstrate pull forward standards (1 hour).
• Looking at the DT both inside and out, discuss expectations and how to manage the DT, explain "keep the wheels moving," park runners, OEPE and show how to review reports
• Discuss service stock area; showing expectations.
• Spend 30 mins using Be Well Served layout and show the trainee what you want their area to look like
• Conduct a CEV (Customer Environment Visit) together.
• Spend 45 minutes conducting a Customer Environment Visit either at the restaurant or another.
• Review and score it, discuss and answer questions.
• Review the DSPT (Daily Sales Performance Tracker) and discuss proper staffing levels and setup (30 minutes).
• Review how people should be positioned to maximize guest experience
• Trainee should review McCafe (20 minutes, trainee reads and completes journal; ask coach any questions at next meeting).
• The trainee should review modules in "Maintaining and Building Sales" (1 hour, trainee read and completes learning journal; ask coach any questions at next meeting).
• Sales building strategy needs reviewing
• After modules are viewed, trainee should be done with all of the Fred learning.
• Cover areas like suggestive selling and up-selling, Visibility and Access, and Executing Promotions
• Trading area analysis, Community relationships, Ronald McDonald House charities, and local sales building.

Complete FRED learning

• To truly understand the role of the crew interactions with the guest the trainee watches the hospitality training of creating feel good moments.
• This should be watched this even the role the trainee don't have table service and Kiosk (1 Hour)
• Watch all the Guest Experience Modules and discuss with coach and this is for Kiosk and Table Service (1 Hour)

GEL and Hospitality Training

• The HTA should have a good understanding of the crew training program in the restaurant and their role in the execution
• The trainee should attend a train the crew trainer meeting and be verified as trainer and expert
• They should be an expert on how to use FRED, onboard new hires, and help them feel part of the team during the first 3 days of training.
• The HTA meets with the people manager during this phase of training to establish routines and communication processes.
• Ongoing training takes place throughout the phases and verified with the key success factors.

Phase 3 Training

• Cleanliness area, walk the front counter, Drive-Thru, and dining room area that the trainee is responsible for (30 mins)
• Walk the area and set expectations for HTA's cleanliness areas and discuss stocking routines and stock levels.
• Food safety observations like towels and towel buckets, cleanliness of equipment, Code Dates and Rotation Of Products and Refrigerator Temps and Working Thermometers should all be included
• The DT window should be closed when not in use
• 1 hour needs allocating to using the GJ mac website to review hospitality manager's walk through list and restaurant score card results to discuss targets that are tracked
• Accountably discussing results in RDM meetings
• Ensure that people Champion Trains The HTA to create and manage the Enthusiasm Calendar and allocates 1 hour to do so
• An hour preparing trainee to attend an RDM meeting
• Shoulder to shoulder with trainee; cover GJ MAC website and their goals along with the RDM meeting agendas; discuss expectations
• Spend 30 minutes to meet before RDM to discuss their agenda and meeting results
• Spend 30 minutes providing feed back on walk throughs and meeting participation

Phase 4 Training

• Attend Developing the leader in me (1 hour)
• The HTA trainee should have a pre-meeting to discuss, stay on time, be aware of address and uniforms, meet new expectations and answer questions
• Participate in weekly RDM meetings and spend one hour to review meetings and continue to work with the trainee who is preparing and providing coaching (4 weeks - 1 hour).
• Receive monthly performance conversations from the GM reviewing service targets (OEPE, Kiosk Usage; MOP and McDelivery Results. VOICE SCORES AND COMMENTS, 1-800 COMPLAINTS, CREW TRAINING; DEPARTMENT AREA WALK-THRU) (1 hour)
• Review restaurant score card monthly (30 mins; coach and ensure HTA understands how they impact the restaurant results)
• Ensure Department Knowledge Verification and have HTA can pass a verification conducted by the supervisor
• Supervise the HTA for three months while managing department, ensure meeting with supervisor or DO and future planning while receiving a wage increase

The Hospitality Training Assistant (HTA) ensures staff can care for customers, models the People Care Culture, and communicates people issues to the General Manager. The HTA is responsible for crew retention and ensuring new hires feel like part of a team.