Introduction to Training

Chick-fil-A Saxony & I-69

Trainer Definition:

A trainer is someone who continually sets the pace for both the team and the store. Trainers continually help to reset the store and ensure that it runs as effectively as possible. Trainers should put forth the example of an ideal team member, and live out, protect, and inspire the Store Vision. Trainers meet the high standards of leadership and are dedicated to making the store REMARKable.

Focus Areas of Trainers:

1. Training new hires and completing continuous training.
2. Coach and develop team.
3. Monitoring food safety practices around the store.
4. Participating in SDC/eRQA assessments to monitor food safety and restaurant quality.
5. Completing training focuses that help the store continually seek to grow.

Core Characteristics of a Trainer: KSALT

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• Knowledge
• Speed & Accuracy
• Attitude (of Service)
• Leadership
• Training Skill

KSALT - Knowledge:

• Foundation: Demonstrates a working knowledge of values and procedures.
• Growth Mindset: Shows an eagerness and ability to learn quickly.
• Work Ethic: Committed to executing operating standards all day, every day.
• Resources: Incorporates resources into all training experiences (including Pathway, Sidekicks, DSC/eRQA, etc.)

KSALT - Speed & Accuracy:

• Proactivity: Anticipates needs and takes initiative.
• Flexibility: Adjusts quickly to changes and remains calm under pressure.
• Efficiency: Demonstrates effective time management skills.
• High Standards: Strives for personal excellence.

KSALT - Attitude of Service:

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• Enthusiasm: Exhibits a passion for training and excitement for Chick-fil-A.
• Teamwork: Enjoys collaboration and serving others.
• Respect: Shows consideration and appreciation with authority, peers, and trainees.
• Optimism: Represents the brand by exhibiting positivity and encouragement.

KSALT - Leadership:

• Integrity: Displays honesty and upholds Chick-fil-A standards.
• Professionalism: Exhibits maturity in communication and behavior.
• Ownership: Takes responsibility for the outcomes of decisions.
• Coach: Influences others to achieve greater performance and outcomes.

KSALT - Training Skill:

• Communication: Engages others clearly and effectively using appropriate verbal and nonverbal communication.
• Emotional Intelligence: Adjusts training approach to accommodate learning needs.
• Accountability: Consistently seeks and provides accurate and timely feedback.
• Strategic: Plans to facilitate learning by leveraging training tools.

Store Mission Statement:

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Wholeheartedly Influence Others to Climb Mountains

Chick-fil-A Values:

• Create Raving Fans
• Second Mile Service
• Be REMARKable
• Chick-fil-A Mission Statement: To glorify God by being a faithful steward of all that is entrusted to us and have a positive influence on all who come in contact with Chick-fil-A.

Chick-fil-A Saxony & I-69 Core Values:

• Unwavering Integrity
• Positive Culture
• Consistent Quality
• Excellence
• Generosity
• Personal Growth

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FOOD SAFETY

Food Safety:

Food Safety 5:

1. Time & Temperature
2. Cleaning & Sanitation
3. Health & Hygiene
4. Contamination
5. Pests

Food Safety:

Symptoms that can send someone home:

• Fever
• Vomiting
• Diarrhea
• Sore throat with fever
• Lesions with pus
• Jaundice

Food Safety:

Safe Daily Critical (SDC):

• Safety analysis of the food environment.
• Why: increase food safety awareness; proactive approach to make us better.
• Promote culture of food safety.
• Drive improvements.
• Prepare for inspections.
• Protect guests.
• Protect your business and the brand.

Food Safety:

eRQA:

• Restaurant Quality Assessments.
• Why: Protect the Brand.
• If something is wrong with our food, would we rather have us or guests figure it out?

Food Safety:

Cleanliness:

• Completing cleaning lists thoroughly.
• Dishes should not pile up.
• Trash bins should not pile up or trash left on the floor.
• Product should never be stored directly on the floor.
• Clean and restock station at the end of your shift.

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COACHING & TRAINING

Coaching:

Fixed Mindset:

• Desires to look smart or gifted.
• Avoids challenges as they may reveal flaws in your abilities.
• Afraid of trying things they may fail at.
• Competition allows you to see how good you are compared to everyone else.
• Ignores useful feedback and seeks affirmation instead.
• Expects things to come easy to them because they are naturally good at them; devotes little effort.
• Feels threatened by others’ success.

Coaching:

Growth Mindset: a critical key to success

• Desires to learn and strive to grow.
• Embraces challenges and welcomes learning and growth opportunities.
• Persists in the face of setbacks.
• Competition helps you to be the best you can be; shows where you can grow.
• Embraces criticism.
• Shows effort, because the harder you work the more you can achieve.
• Finds lessons and inspiration in the success of others; happy for others when they succeed.

Coaching:

3 Step Training Method:

Introduction to the task - set a goal for the shift!

1. Demonstrate:
1. Clearly demonstrate and explain to trainees how to do the assigned task.
2. Imitate:
• Allow the trainee to imitate what you have taught them; this will likely involve some trial and error and require direct coaching from you as a trainer.
3. Repetition:
• Repetition is used to enforce what they have already learned.
• Use this time to coach them and ask why they choose to do something a certain way. Prompt them to remember what they’ve learned rather than providing the answer.

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Coaching:

Delivering Effective Feedback:

• Avoid the feedback sandwich: positive, negative, positive
• If you need to give positive and negative feedback, you must find separate times to do one and then the other instead of at the same time.
• Before you start the training shift, set a goal for the shift:
• Example: at the end of this desserts shift, you should know how to make each dessert quickly and efficiently, and know how to keep your station stocked and clean.
• Give feedback to your trainee at the end of the shift!
• How did they do as a whole?
• Did they reach the goal(s) of the training shift? If not, why?
• What is one thing they could improve on?
• Example: Billy Bob did really well with taking orders and maintaining accuracy, however his Core 4 was lacking. You as a trainer should tell him that the one thing he needs to work on is Core 4. And then go through each of the Core 4 with him.

Role Clarity:

• Whenever you train, no matter the position, make sure to train and coach the team member on role clarity. If they are on desserts, what are they responsible for in this position as compared to someone on drinks or bagging or hospitality?
• We must all work together to ensure a great experience for our guests! So even if you are currently doing desserts and have nothing on your screen, if you see that the drinks team member is behind, you could help make a few drinks or restock, get ice or tea, etc. If you are saucing and see that the window is getting behind, you could jump in and help run a few orders. Take initiative and help out your team! It will go a long way!

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Customer Experience Monitor (CEM)

• After dining with us, a guest is able to give feedback about their experience. This feedback is given through a survey asking about their entire experience through these (among others) categories: Overall Satisfaction, Cleanliness, Speed of Service, Taste, Attentive/Courteous, and Order Accuracy.
• This feedback is a way for us to track how we are doing in all of these categories, and make changes based on trends we find.
• We have certain scores (percentages) that we must maintain for all of these categories, and it all starts with training!

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TRAINER EXPECTATIONS

Trainer Expectations:

As someone that new and old team members alike will look to as an example, trainers are expected to consistently follow Pathway and food safety requirements and hold other team members accountable to doing so as well. This goes for when trainers are scheduled operationally as well as when they are scheduled to train.

Trainer Expectations:

Training is essential to the long-term success of our team members and the store as a whole. Therefore, it is imperative that you give your focus to your trainee. It is not beneficial to them and a waste of labor if trainers consistently help the shift operationally instead of devoting their focus to their trainee.

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TRAINING SCHEDULES

Training Schedules:

Important apps and forms to use while training:

• Pathway
• VSBL
• Training Shift Summary through Typeform
• The link to this will be found in VSBL.
• Expectation is to fill this out with detail about how your training shift went, as well as any areas of improvement so that the training manager can assess if any additional training is needed.

Front of House Training Schedule:

Phase 1: Hospitality

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Days 1-3: Serving - Hospitality, Miscellaneous,

Day 4: Vehicle & Product Descriptions, Sauces

Days 5-7: Dining Room Order Taking

Phase 2: Accuracy

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Day 1: iPos - Pathway & Trello

Day 2: iPos - Order Accuracy

Day 3: iPos - Speed

Days 4-5: iPos - Final Details

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Phase 3: Speed

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Days 1-2: DT Drinks, Desserts

Day 3: DT sauces

Day 4: Window/Expo

Days 5-6: Bagging

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Back of House Training Schedule:

Phase 1:

Day 1: Fries

Day 2: Buns & Cups

Days 3-4: Secondary

Day 5: Miscellaneous & Dishes

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Phase 2:�Day 10-11: Primary

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Prep Training:

Days 12-13: Prep Table

Days 14-15 Prep Bulk

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Phase 1:�Breakfast Training:

Day 6: Eggs & Hash browns

Day 7: Biscuits

Day 8: Breakfast Primary

Day 9: Breakfast Secondary

Phase 3:�

Day 16: Fileting & Restock

Days 17-18: Breading

Days 19-20: Machines

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