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Chili's Restaurant Training & Development
Transcript of Chili's Restaurant Training & Development
For over 35 years now Chili's has been welcoming guests and serving up a good time. They serve drinks, desserts and meals
Chili's Grill and Bar Mission Statement
• Speed of service from being greeted to having beverage service provided
• Increase speed of beverage refills
• Accuracy of orders taken and provided to kitchen staff
• Faster turn-around on table preparation
• Better communication between kitchen staff and servers
• Overall better customer service (smile, warm greeting, speed of service)
The first Chili's was opened in Dallas, Texas by Larry Lavine, after becoming a chili cook-off enthusiast in 1967.
Analyze the training need
A training assessment of our staff was conducted to improve gross profits by 25% through customer satisfaction and retention.
Customer surveys were used to evaluate and gage service satisfaction and service levels provided. The results revealed a need to improve in the following areas:
Design the training program
Identify learning Objective
The mission statement of Chili's Grill and Bar is really the same as its parent company, Brinker International, which is not referred to as a mission, but rather a "philosophy" and a "motto."
The philosophy of Brinker and Chili's is...
"We believe in celebrating the difference that make a good company great, and in leveraging individual strengths to create an innovative inclusive and unified team"
The motto is simply...."Let's Play Restaurant!"
Formal education of employee
Positive environment development
Knowledge and skills requirement
Gaps revealed during training need
Chili's Grill and Bar
Training objective can be established
Customer Interaction Simulation
Practice in a simulated scenario
Familiarize new employees with job and the organization in general
Team training provides employee with the skills and perspectives they need to work in collaboration with others.
Describe performance and behavior
Describe expectations and standards, be specific
Determine the cause for low performance-
Get employee's input
Have employee play a major role in the process
Agree to a solution
Agree to a timetable for improvement
Express confidence in the employee's future
How front-line workers interact one on one with restaurant and bar customers
Performance appraisals for customer service duties such as how to ensure each restaurant patron has an enjoyable dining experience or the ability for a bartender to take off his mixologist hat and make the transition to psychologist and confidante for a customer who stops in to have a cocktail after a stressful day in the office
The term "service standards" refers to an employer's expectations for employees to be familiar with typical restaurant practices, such as how to turn tables to improve the restaurant's profitability.
This means servicing customers quickly, yet permitting them to enjoy a leisurely meal.
Service standards also include the techniques for recommending selections to customers based on questions about customers' preferences
How to approach customers throughout their meal and the timing that wait staff should use when deciding whether to recommend the dessert selections or simply bring the bill.
Chili’s employees are prone to injuries sustained during food preparation, potential disease from perishable ingredients and improper handling of equipment and supplies
Employees have considerable control, provided they understand workplace safety and industry guidelines over these occupational hazards
Chili’s employee evaluation should include evaluation on whether the employee adheres to safety guidelines
Bartenders in many jurisdictions also must maintain certification that ensures they know how to reduce the company's liability through properly addressing inebriation and bartender responsibility
Customer Service is a general indicator of the employee ability to engage in service-oriented behaviors as defined by the training assessment. This assessment is appropriate for all employees that require service-oriented interactions with customers.
Delivery of Training Material
An analysis identify the jobs, and departments for which training is necessary.
Team training focus on customer service interpersonal and team interaction skills.
Ms. Deidra Hollins
Ms. Nancy Rivers
Develop the training program
Mr. Ivan Fuentes
Gain Conceptual Knowledge and theory of team building methods.
Take part in behavior simulations during modeling display.
Analyze the activity, ensure it is credible to trainees.
Connect theory and activity with on-the-job or real life situation.
During a training program, the manager was require to scale a three-story-high wall. About two-third of the way from the top of the wall, the manager became very tired. He successfully reached the top of the wall using the advice and encouragement shouted from team members on the ground.
When asked to consider what she learned from the experience, she reported that the exercise made her realize that reaching personal success depends on other people. At the restaurant, everyone has to work together to make the customer happy.
Employee Training and Development, 5th Edition Raymond A. Noe. Page number 278.
Willingness to learn