The competitive environment of the quick-service labor industry demands that brands continually evolve and improve their training methods to ensure they have top talent in-store. With turnover rates for hourly and management roles still above pre-pandemic levels (black box) and labor sourcing remaining a challenge, employers must innovate and consider tools that can mitigate pain points at the local store level.
E-learning initiatives
For several years now, we have recognized that user-friendly technology is a practical learning tool in the classroom and in other industries. When you apply that perspective to the QSR industry, the benefits of e-learning are endless.
The use of mobile and tablet devices increases flexibility and reduces the time required, ultimately making onboarding less stressful for store managers, allowing them to focus on more pressing operational priorities. Materials can be quickly created or updated to keep up with the rapidly changing restaurant environment. Real-time course completion tracking provides management with valuable insights into progress and skill gaps without the need for excessive data analysis.
Microlearning is a trending approach to e-learning in which content is delivered in short, 3-5 minute chunks focused on specific learning outcomes. This approach helps capture the attention of the QSR industry's traditionally young workforce. Additionally, the multimedia format can greatly enhance information delivery and employee engagement.
Platforms that leverage these methods can foster a more personalized and efficient training experience through gamification, which adapts to different learning styles and motivates employees through challenges, rewards, and competition.
But challenges remain. Technology and language barriers can hinder the effectiveness of digital training. In my experience, we have addressed these issues by utilizing the Opus training platform, which translates content in over 100 languages āāand also features manager validation for hands-on learning in course validation.
Explore skills
In the digital age, certain skills are becoming increasingly important for QSR employees, and it's important to remember that while digital tools can improve how we do our jobs and serve our customers, they shouldn't be thought of as a replacement for one-on-one training.
Active listening and empathy are crucial for general management teams. Understanding and addressing the personal challenges employees face is essential. While digital tools improve education methods, leaders must prioritize empathetic communication to connect with employees on a human level and make them feel valued and truly contribute to the team.
For entry-level positions, monitoring progress through training is essential to discern hard work, flexibility, and a desire to learn and grow. Customer service is a top priority in our industry, so positivity is always a quality we look for when hiring. Whether it's a smile at the register, the attentiveness to measure out the exact amount of fries per box, or the patience to ensure each order is accurate, reinforcing a positive attitude is a key quality to highlight in the hiring and training process to create a vibrant workforce in your restaurant.
Untapped Opportunity
There are still opportunities for e-learning and skill development within the industry. Restaurateurs' growing interest in artificial intelligence is changing the way training is enhanced. AI is becoming a powerful tool in training and can help address the workforce challenges many restaurants face. Gone are the days of digging through operating manuals and procedural manuals for answers. AI chatbots increase efficiency and allow employees to find answers in seconds.
Looking ahead, we expect to see further advancements in AI and data-driven insights that refine training content and ensure its relevance to individual units. The future of QSR employee training will be more personalized, efficient and actionable, driving better outcomes for employees and businesses.
Adam Clares He is executive vice president of Roy Rogers Restaurants.