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Lesson 8 Assignment

Training and Development

Course Topic and Issues

Lesson 8
Training and Development:Customer satisfaction depends upon the quality of interaction with the employees who serve them.


Outline the training process you will use for training the Order Taker(s).

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  1. Training Process for Order Takers

    In true Max’s fashion, we emphasize a high level of importance to training which has been a proven success for our restaurant. Through this intense training, employees will be able understand and predict customer’s responses as well as how to handle situations that might otherwise prove to be challenging. The end result will ensure that our customers experience a quality dining experience which will motivate them to return again and again. Along with this, the outcome of training will leave the employee with the right knowledge and skills to accomplish the job effectively with the aspiration of continuous employment with Max’s Restaurant.

    Our training process for Max’s order takers is as follows:

    The first step is the determination of specific needs by conducting analyses:

    • Organizational analysis has enabled us to identify the type of service with which we must present to our customers while providing exceptional customer service with a lively, socially diverse and trendy atmosphere. We recognized the necessity that every customer’s experience must be consistent with our plans to promote a welcoming, first-rate, yet reliable environment, leading to return of customers.
    • Through a review of the order taker’s job description, task analysis has identified specific tasks and duties that the order taker must be trained in to represent and achieve the restaurant’s purposes which include, but is not limited to, the following:** Maintain a clean, orderly, and safe working environment to ensure timely service with minimal distractions
      • Process customer’s orders, to include both food and beverage requests. If any special requests are made, ensure that this is noted and completed.
      • Serve all orders, including alcoholic beverages, consistent with the restaurant’s guidelines along with any related local, state, or federal laws
      • Confirm with the customer that all food/beverages is to satisfaction
      • Present check to customers and process payment
      • Uphold all internal HR processes to include the goals and corporate procedures and promote a positive representation of the restaurant at all times
      • Person analysis has assisted us in recognizing further individual training needs to new employees to include the following*** Thorough understanding of the menu items to include ingredients for those with food allergies as well as any specific preparation techniques.
        • Continuous development of employee-customer relationship in increase the level of satisfaction for every customer regardless of order taker

    The next step is to establish specific objectives as identified in the previous specific needs analysis to achieve the restaurant’s goals.

    Training Area: Order Takers Skills and Capabilities

    PURPOSE: To provide any order taker with the training and knowledge on:

    1. Knowledge and values of Max’s corporate policies, procedures, and consistent environment
    2. Skills to communicate with customer’s, leading to anticipation of needs, as well as coworkers
    3. Skills to function and succeed as an Order Taker at the restaurant

    OBJECTIVES: To successfully be able to:

    1. Know food and beverage equipment terms
    2. Know restaurant menus
    3. Serve alcoholic beverages
    4. Prepare juices, lemons and garnishes
    5. Maintain a clean, orderly, and safe working environment
    6. Follow the sequence of service – drinks, appetizers, dinner, dessert/coffee, including individual needs
    7. Anticipate customers’ wants through body language/facial expressions and preemptively meet unspoken requests
    8. Take and process orders, to include special requests including food allergies
    9. Serve orders
    10. Monitor customers’ progress and needs through dining experience
    11. Present check and process payment
    12. Complete End-of-Shift Duties
    13. Promote all restaurant’s internal HR processes

    The last step in the process is the formation of training methods. In order to train the new order takers effectively and efficiently, Max’s is committed to utilizing a blended training method to achieve the program’s objectives.

    • Introduction & Welcome to MAX's Restaurant: This will include a thorough explanation of the Mission, Philosophy, Culture, and Employee Procedures and Policies. During this time, the restaurant’s expectations will be reviewed in great detail (Have new hire sign and acknowledge understanding and receipt of employee handbook/terms/expectations/implications - place in personnel file). This will be a one day instructor-led course to be headed up by the restaurant general manager.
    • To Start: Menu – This will emphasize a need to study the contents of the menu to include what ingredients are in each meal, preparation of each meal and other meal options/components. Each order taker will need to memorize each component and will be tested on the contents. *# Terminology - Incorporate group interaction/role playing/team or pair self quiz of menu item names/categories/components. Allow specific time period, at end of allotted time, each individual to receive and submit test (written or oral) to show level of competency.
      1. Kitchen time - Allow order takers to shadow cook staff and observe how meals are prepared. Sample & taste test items to further gain specific knowledge and ability to offer recommendations to customers as necessary.
      2. Behavioral training - Train our employees which will have direct contact with customers the skills to handle customers that may be impaired by over-consumption of alcohol or illegal/legal drug use, the physically or mentally challenged customer (as there are certain behaviors that should be avoided), difficult, impatient and demanding customers, as well as the possible additional needs of first time customer.
      3. Role Playing - Order Taking and Customer Service. Incorporate multiple scenarios which will include the use of all prior training objectives.
    • Restaurant Equipment Training – Hands-on-training of all mechanical and electronic equipment to including order submission screens, which is necessary to ensure accuracy and consistent flow of operations.
    • On-the-job training
      1. Use of peer employees as mentors. This will be a one week period where the new hire will observe a fellow order taker and the new hire will shadow an existing lead employee through an entire shift. This will allow first hand experience as to how job is performed and expectations thereof.
      2. The subsequent week will allow the new hire to work as an order taker with direct supervision of either another order taker or a supervisor.
    • After successfully completing the training listed above, to include a final written test, the new hire will then able to be placed on floor for regularly scheduled shifts.

    Evaluation and Follow Up

    • At completion of initial training - obtain feedback from new employees as to the content and implementation of training. Obtain suggestions for change/modification if necessary.
    • Weekly follow up with employees throughout probation period to answer any questions, address any training concerns and ensure consistent expectations are met.
    • Patron Input - Offer customer coupons at random for completion of service survey based on order taker's customer service and knowledge. Review results with employee at weekly review or immediately as necessary if major concerns need to be addressed.

    Ongoing Training -

    • All employees - Lead, Existing and Recent Hires will attend ongoing training as incorporated into monthly team meetings and any new corporate policies or procedures.