A rapidly expanding restaurant chain with a diverse portfolio of brands required to institutionalise consistency across its outlets. While some locations thrived, others failed to meet brand standards for quality, service, and operations. The lack of standardized procedures was causing inefficiencies and impacting the overall customer experience. The chain needed a solution that would streamline operations and ensure a consistent, high-quality experience for every guest, every time.
We partnered with the restaurant chain to create a comprehensive suite of Operating Manuals and a robust, sustainable L&D program. The objective was to embed best practices into the company’s DNA, ensuring that operational excellence was not just a goal but a continuous process.
Our first step was to develop a detailed Operating Manual for each brand. We worked closely with kitchen and service teams to document every process, from opening and closing procedures to food preparation, inventory management, and customer service protocols.
A key challenge was ensuring that these manuals were not just read but actively used. To address this, we designed a Customized L&D Program that was seamlessly integrated into the daily operations. The training was delivered through a blended model:
- Digital Modules: Short, engaging videos and quizzes on topics from the manual.
- On-the-Job Training: Structured coaching sessions delivered by designated in-store trainers.
The most innovative part of the program was the Continuous Training by the Internal Team. These certified trainers were responsible for onboarding new hires and conducting daily “huddle” sessions to reinforce key concepts. This decentralized model ensured that training was ongoing and relevant, rather than a one-time event. We also provided them with tools to track and report on training progress, allowing for continuous feedback and improvement.
