Food and beverage franchises are made successful by providing the best possible customer experience above and beyond all competitors. Customer experience is the be-all and end-all of the F&B industry.
Food and beverage is all about maintaining a service level that makes guests return. Most franchises have a training routine that is usually very strict and rigid, and the system is more of a resource warehouse than an employee-oriented knowledge platform.
The need for management to respond quickly to changing markets requires the ability to conduct ongoing training in an agile and rapid manner. Since the median age of restaurant workers is 18 years old,[1] most employees are accustomed to consuming content in short-form messages and how-to videos.
Effective Microlearning
The concept of effective Microlearning isn’t just about fragmenting content into small chunks. It’s a means of transferring knowledge in a way that meets employees’ needs. The fundamental benefits are that it’s flexible and caters to employees who are pressed on time or have short attention spans.
Bites discovered that franchise owners who use short, video-based training units have been more successful in getting employees productive faster, and cutting onboarding times by 67%. Examples of best practice training:
- How employees prepare shifts through “mise en place” (prep work) routines in preparing for their shift
- How to polish glasses and cutlery and set the table
- How to receive customers upon arrival
One franchise reported a 10% uplift in customer satisfaction.
Agile microlearning training is also essential in any franchise that wants to promote specials, a major revenue driver. Short videos on the dish of the day, which ingredients are included, and which wine pairs best are a great way to brief employees across sites to make sure they’re fully menu trained.
Improving Employee Performance
Outstanding customer service goes together with a happy workforce. High-performing franchises depend on an engaged workforce with highly motivated, above-average productive employees who are not at risk of being poached. Engagement increases when communication improves, work preferences are considered, and processes are simplified using training solutions that meet employee needs.