The National Restaurant Association released a bleak report last week confirming what many in the industry already knew: 2020 was the most challenging year restaurants have ever experienced thus far.

More than 110,000 businesses closed (at least temporarily), and 2.5 million restaurant jobs were lost since the start of the pandemic.

With these staggering facts in mind, it may be hard for some restaurant owners, managers, and employees to remain optimistic. That said, it has also been a time of incredible resilience, where restaurants found ways to pivot their business models in revolutionary ways. Some incredible innovations have become popular during the pandemic: everything from dining in heated igloos to food delivery robots.

As the COVID-19 situation is evolving, businesses have had to adapt to a moving target. That’s why now more than ever, restaurant training is essential for employees to stay in the game.

 

Taking Part in the Takeout Revolution

The COVID-19 pandemic has more than doubled business for mobile delivery apps, including GrubHub, UberEats, and DoorDash. Experts speculate that people are more willing to pay a delivery fee when they perceive their safety is at stake. That said, mobile apps take a large cut of the sale—anywhere from 15 to 30 percent on average. As a result, some restaurants are beginning to offer their own delivery apart from preexisting apps. A restaurant training program can help train delivery staff for their expanded duties, ensuring better results and happier customers.

 

Staying Sharp with Technology

With surging demand for contactless ordering, restaurants have had to integrate technology into their business models, whether that was part of their original concept or not. Many restaurants have installed self-serve kiosks or apps for patrons to order food. Beyond that, some restaurants are rolling out robotic sanitizing devices or even self-dispensing salad bar robots. Restaurant training programs can help keep staff knowledgeable about the ins and outs of changing technology. Continuing education and training can help staff learn how to troubleshoot common issues with these tech items.

 

Keeping Up with ABC Laws

Early in the pandemic, states had to make emergency adaptions to their ABC laws to keep alcohol-serving businesses operational. This included some states beginning to allow takeout and delivery of alcohol, among other changes. Now that more places are open for on-site or outdoor dining, additional changes have occurred. Some restaurants that previously only had indoor dining had to create outdoor spaces for food and alcohol consumption. With a training program, employees can stay up-to-date on the latest ABC laws and avoid fines or other issues that come with violations.

 

A Safe Return to Restaurants for Hungry Guests

Consumers are looking forward to getting back to restaurants when things return to normal. In an end of year survey conducted by IFIC, 27 percent of respondents said the one thing they most looked forward to was worrying less when dining out, and 23 percent shared they are excited to visit restaurants more often.

 

That said, most of the public isn’t ready to go “back to normal” yet. In Axios-Ipsos, around 62% of Americans ranked dining inside a restaurant as a moderate to high risk to their health. That number remained relatively steady from September to October, after being slightly higher in the pandemic’s earlier months. Only 9 percent of Americans ranked it “no risk at all.”

Nevertheless, some may consider inside dining much less risky once they have been vaccinated. This means that an activity that once produced anxiety to the majority of the population will be able to bring comfort and joy once again, and it may be safe to conclude that Americans will be eating out more than ever, making up for lost time.

When customers feel ready to return to restaurants, they will likely do so in droves. As empty tables become filled again, a subscription-based restaurant training program like Synergy Sync can help get your staff ready to maintain safety and professionalism as the number of restaurant patrons grows exponentially.

As a restaurant grows its brand, the reality of onboarding every new hire can become a daunting task. A restaurant training program improves this experience to ensure every employee receives an equitable educational experience, but at times, there are lingering questions after the training is over. Restaurant workers need a resource to consult in order to remind them of some of the finer points they might have forgotten from their training. For everything from company values to the dress code to the menu, this is where a restaurant handbook comes in. With a restaurant handbook at your employees’ fingertips, there can be no discrepancies between what a restaurant intends and what the employees provide in return.

 

Here are just a few things you can expect when you provide your employees with a handbook as a part of a restaurant training program:

 

Upholding of Company Values

A company handbook can provide new employees with helpful information about your restaurant’s history, and any major changes it has undergone over time. Beyond that, it helps set standards for your restaurant’s culture. Keeping your restaurant’s mission statement in mind can be helpful for a newcomer trying to get a feel for the ideal guest experience. Don’t have a mission statement yet? See these tips for crafting one.

 

 

A Unified Guest Experience

There are certain communication strategies all employees will need to know: how to greet guests, how to take their order, and how often to check in with them. A handbook can clearly outline these expectations. Beyond that, you can even give guidance for above-and-beyond services, like how to handle special occasions such as birthdays or anniversaries. Restaurants are more than just places to have a meal; they are places where couples and families and friends make memories for years to come. The atmosphere of a restaurant, as conveyed by its employees, can set a positive tone for human interaction. Danny Meyer, CEO of New York City’s Union Square Hospitality Group, speaks to this point in his book, Setting the Table: “In the end, what’s most meaningful is creating positive, uplifting outcomes for human experiences and human relationships.”

 

Better Working Knowledge of the Restaurant

One of the most exciting things about working at a restaurant is an ever-changing menu. From the cooks to the waitstaff, it is essential that all players in a restaurant know the menu inside and out, right down to each unique ingredient. A handbook is a perfect place for new employees to be able to study the menu and feel more confident informing guests about their culinary decisions. Celebrity chef Emeril Legasse once said, “My philosophy from day one is that I can sleep better at night if I can improve an individual’s knowledge about food and wine, and do it on a daily basis.” Spreading this valuable knowledge can provide motivation for employees to consult the handbook. Beyond the menu, the handbook is also a great place to show the restaurant layout and some of the technical ins and outs of the restaurant’s POS program.

 

Clearer Policies

With a handbook, there can be no question about the rules surrounding scheduling changes, time-off requests, and the dress code. A company handbook is also a proactive place to give the protocol for asking for a raise, which has the potential to prevent awkwardness if employees know the procedures ahead of time. When policies are written down, employers can ensure fair treatment and even avoid future complaints and lawsuits.

The biggest trend in the beverage world shouldn’t come as a surprise to anyone. People still want to enjoy a great cocktail, perhaps now more than ever. But how do we offer cocktails when the restaurant is closed due to a global pandemic?

Enter: The To-Go Cocktail Kit!

In some regions, restaurants can sell complete cocktails; in others, they can sell bottles of booze and wine at retail price plus mixers, and in others, they can only sell non-alcoholic “add-your-own-booze” cocktail kits.

 

 

Sanitary measures are essential, so many restaurants opt to pre-bottle cocktails with vacuum-packed garnishes, vacuum-packed ice (sometimes specialty ice to create that real bar feel), and recipes. Ensure the finished product is ‘Instagramable and the instructions include technique so that customers can enjoy a cocktail just the way they would at your bar.

 

Here are some Mixology Pro-Tips from the new SynergySync Training and Operations Platform app:

 

Shaking and stirring yield different results in temperature, texture, and dilution. The technique used will make or break a drink. A good rule of thumb is to always shake drinks with juice, like a daiquiri or margarita, and always stir alcohol based drinks like a Manhattan or a martini (unless the guest requests it extra cold). Shaking adds more water (dilution) and adds tiny bubbles to things like fruit juice that give the drink a fabulous texture. If you over-mix a drink, it can be too watery, and if you under-mix, it could be too strong. Always strain your drink over fresh ice (unless otherwise instructed) to prevent over dilution. All of the recipes were developed with the following standards:

Shaking Fill line: Fill Shaker Completely Ideal Time: 12-15 seconds

Stirring Fill line: Fill mixing glass 3/4 full Ideal Time: 30-45 Seconds

How to Shake a Cocktail

1. Always build your drink dry in the shaker (no ice) so that if you have to step away, your cocktail won’t be ruined by melted ice.
2. Add enough ice to fill the shaker
3. Position the shaking tin on top of the building tin and give it a hard tap with the heel of your hand to create a seal. The top shaker should be cocked to one side so there is a straight line from the bottom of one shaker to the top of the other.
4. Grip the bottom cup base with the middle and index fingers of one hand, cradling the rest of the cup with your thumb and remaining fingers. Grasp the top cup, which is also called the shaking cup, with your other hand, holding your thumb on top of the shaking cup to keep it secured. The top shaker should be facing you, and the bottom shaker should be facing away from you
5. Hold the shaker parallel to the floor and shake back and forth, allowing the ice to travel to the end of the cup before snapping back. Do this for 12-15 seconds to avoid “bruising” (over diluting) the drink.
6. If you look down on the shaker from the top, you will see two circles formed by the rim of each cup. At one spot, they will be touching, and at the opposite end, they will not. Use the heel of your palm to smack the lower cup near the top at the space between where the cups are touching and separated.
7. Place a hawthorn strainer over the top of the shaker once separated and strain the drink over fresh ice into the cocktail glass and garnish.

Shaking Do’s and Don’ts

Don’t

• Shake the cocktail in the direction of your guest
• Attempt to get away with filling the shaker only partway with ice
• Shake up and down, perpendicular to the floor, as the drink will not aerate or dilute properly

Do

• Turn 45 degrees to one side and shake
• Fill the shaker completely with ice, maximizing chill and minimizing sloshing
• Shake parallel to the floor, ensuring that the ice can travel the full length of the shaker and properly aerate and dilute the drink

 

How to Stir a Cocktail

1. Build your drink in the mixing glass dry and add enough ice to fill the glass only ¾ full.
2. Lightly grasp the spoon in the middle using your thumb and forefinger. The spoon’s concave bowl should be facing the interior of the glass and the convex back of the spoon should be nestled in between the ice and the wall of the glass’s interior.
3. Using your pinch on the spoon as a pivot only, begin to push and pull the spoon away from and toward your body using your ring and middle finger. Doing this should naturally guide the spoon in a circular motion as you push and pull the spoon.
4. Stir for 30-45 seconds, then strain over fresh ice or straight into the cocktail glass.

Stirring Goals

• A final product in which everything is thoroughly combined
• A crystal clear drink that is free of bubbles or ice shards
• A properly diluted cocktail – just enough to take the sting off the alcohol
• An ice-cold cocktail

Wings. Mozz sticks. Nachos.

We all love apps, but the restaurant business is getting a new kind of app that’s worth all of those combined: training apps.

New hires can be given access to a mobile application that will train them on everything you want them to know. From menu knowledge to greetings to safety rules to employee benefits, the latest mobile apps are perfect for training the very technology savvy employees the restaurant business tends to attract.

The great advantage is that your staff can learn anywhere, any time. Sitting in the bar on break, in the break room before their shift, or at home while they’re bored, they can learn how to do their jobs better.

Many, many restaurant employees are committed to being great professionals, really good at what they do.

 

 

Bartenders spend hours practicing bottle spinning and making new drinks.
Servers look for news ways to upsell and deliver better service.
Hosts will often spend hours talking about how to do their jobs better.
Cooks often take time to learn new dishes and new skills.

Making more knowledge available to your staff will help them feel valued. It shows that you want your staff to be more successful and more skilled.

A mobile app is the most efficient and portable way to improve your employees’ lives.

Do you use a mobile app to train your staff? Have seen what apps like this can do?

Leadership is an integral part of any organization. But what sets apart a successful business with a failing one can boil down to the quality of leadership. Whether you manage a family-owned office supply company or a quick-serve restaurant with 25 locations, a good leader can get you through a rough patch and support your team when times are better. A poor leader…well, you can put two and two together.

In a restaurant’s scenario, excellent leadership from a manager can result in a multitude of benefits:

• Improved staff morale
• Decreased turnover (which saves you time from recruiting and training)
• Fewer errors
• More efficient workflows
• Decreased wait times for guests
• Improved guest satisfaction
• Increased profits

But what makes a great leader? What kind of traits, guidance, and other characteristics do they possess? In truth, an exceptional leader looks similar across all industries—they are thoughtful, organized, undeterred, strategic, systematic, fair, accountable,  empowering, goal-oriented, and loves working with people. The crux of good leadership comes from excellent training. However, in the hospitality industry, it is of utmost importance that systems are in place first.

 

Suppose you take a step back and look at a restaurant organization. In that case, you’ll notice multiple processes are going on at once with different hierarchies and teams (and sometimes across various locations). How does a restaurant manager get a system in place to properly train everyone?

Our restaurant consultants’ team has combined over 200 years of practical experience to bring you consistent online restaurant training systems. Best practices can now be tapped into at any time, from anywhere. Whether you have one location or 200, we will put your entire team in SYNC! A live platform with live results, available on desktop and mobile. Synergy Sync is a cost-effective way to get operations optimally running. This e-Learning training provides detailed, easy learning processes that not only enables consistency throughout your restaurants but builds trust and strong relationships while fostering growth within.

To learn more about Synergy Sync, please contact us today.

Do you remember your first day in the restaurant business?

 

If you’ve never worked in the business before, it seems so simple: Take someone’s order, cook it, put it on the table, and collect the money.

 

Then you get there, walk into the kitchen or the backroom, and the place is chaos. It’s terrifying. There are hot stoves, ovens, knives, yelling people, cranky customers, servers who just got stiffed on a tip, and more. So what could you count on that first day? If you were lucky, great training. Hopefully, the managers spent a couple of days teaching what you needed to know to get started on your role.

 

After someone leaves the restaurant business, you often find out that they quit because they weren’t trained well. Servers weren’t making good tips, kitchen staff is constantly getting yelled at, bartenders slowing everything down, or host staff stressed out.

 

 

The fastest way to lose your staff is to not train them or train them poorly. This is doubly true for the new generations of employees. They’re smart enough to know that they don’t know enough. Many will ask for more training if they need it. If they find that they’re not making money, they’ll simply quit.

 

While the recent pandemic has made things very difficult for restaurants and put millions out of work, the employment situation before and the likely situation afterward aren’t great for a business that still pays some staff $2.83 an hour. The best thing you can do as a restaurant manager and/or owner is train your staff well.

 

Be sure to not simply train them on the things you need them to know, like menu knowledge or how to make certain drinks. Teach the front of house staff how to upsell and ideas on how to make great tips. Train the kitchen staff on different stations so they don’t get bored and will feel more valuable. Help the host staff start training to serve. Servers often want to become bartenders, so make a clear path for them to learn those skills.

 

In other words, add value to your staffs’ lives.

 

Bonus: You’ll end up with a stronger team. Do you have a comprehensive training and advancement plan for your staff?

During these unprecedented times, health has been a number one priority for all. The world itself has changed and now the terms like “social distancing,” “masks,” “wash your hands” and “zoom” are part of our daily vernacular.  It’s not surprising, then, that the restaurant industry has been in a flurry trying to keep up with stringent guidelines that are constantly evolving. Keeping a close ear to local and governmental mandates and pivoting to meet customer demands has been what 2020 was all about and so too will it in 2021 for those operating restaurants.

 

While more and more people are thankfully getting vaccinated, the pandemic is still certainly not over yet. This time, it’s important to learn from the past and use those skills we’ve acquired to establish a better year. As we mentioned, new habits have been formed across the world as we all cope with COVID. It is quite amazing how much we can do from our own computers as we transition from the physical board meetings in business offices, to virtual zoom meetings in our living rooms. We have grown accustomed to this kind of work and that doesn’t exclude those in the hospitality industry either. With proper staff training being evermore crucial, elearning is an effective and convenient way to educate your restaurant employees on best practices and company procedures.

 

According to the 2019 TalentLMS Survey regarding employee training in the food and beverage industry, 70% of employees receive zero customer service training–yikes! However, when asked about training, 61.5% said that training enhanced their overall professional performance. This demonstrates that employees need training and when they do get it, they feel they are benefitting. Training in every related aspect of a job is important, so nothing–including customer service–should be left out!

 

 

Synergy has cultivated decades worth of restaurant industry knowledge to provide restaurant operators an easy-to-use restaurant training platform. The beauty of it is it can be conducted anywhere you or your staff are as it is cloud-based! Synergy Sync is a low cost subscription with a per location monthly fee, that ensures you can train any new staff or refresh staff training at any time and create consistent systems across all sites. The per employee cost for Synergy Sync training is as low as .20 per day! This online course covers best practices in every area where you need your team to succeed!

If you’d like to take your team to the next level and be a more effective operation, please reach out to us for a free virtual tour of Synergy Sync.

We are so thrilled to share with you Marlene’s experience with our SynergyU Restaurant Management Training Program. Read her review of our the program in her own words.

“Individuals are always stronger when they have their successes and strengths clearly in mind.” -Don Clifton

2020 was not the year I had anticipated. The year before, I had made a few significant changes in my life, including changing my whole career path, which was way overdue. It took years, if not decades, to finally buckle down and fully pursue my passion of becoming a chef and immersing myself in the restaurant industry, a field I had dreamed about my whole life.

 

March 2020 came along, and all the fear, hard work, anticipation, sleepless nights, early mornings suddenly seemed to just come to a halt, and I was left jobless. I knew the efforts I had put forth in changing my career were all worth it and would still be of benefit, but I was frustrated, at 33 years old, feeling like I had to start my entire career all over again.

 

I found myself re-training my brain on what I could do in a situation that I had no control over. I found myself looking for ways to advance my knowledge so that no matter what else happened in the coming days, weeks, and months I would be able to find a job of my choice. Additionally, gaining the necessary training and knowledge, I would need to move forward even if that meant not having hands-on training at that current time.

 

My boyfriend and I talked for months about executing a business plan for a restaurant of our own. We had an “Aha” moment and knew there was no better time than now. I started doing research on managerial classes and looking for consulting groups that could lend us a hand and help guide us to get to where we wanted to be. I came upon Synergy Restaurant Consultants while doing my research. I saw the extensive clientele Synergy had and that they had guided a few restaurants I had previously worked in and played a significant role in other restaurants I had looked up to and admired over the years because of their reputation, experience, and consistent execution.

 

My time spent taking Synergy’s Management Course was something I am incredibly grateful to have found. Their Synergy U e-Learning Management Training Program felt like a breeze. The information was well delivered and adaptable to even an individual that might not have any restaurant experience. The video’s and information showcased and replayed the words communicated on the screen. I especially liked how the training platform was available not just on my iPad, desktop computer but mostly on my iPhone. It is so valuable to have easy access right in the palm of my hand that would be the same on any other platform type.

 

The management course focused on the front of the house and what it means to be a floor manager and showed and highlighted the importance of having a positive and open relationship with the kitchen. From my experience, a lot of front of house training doesn’t explore the unique bond between the back of the house staff. The e-Learning management course recognized the importance of communication with the Chef, line cooks, dishwashers, prep cooks, etc., and the value of learning more about them as humans, their drive, and their pride in the food they present. It creates a good rapport and allows an open communication line so that the front of the house feels just as competent to provide guests with that phenomenal experience, not only the first time but every time a guest comes in.

 

A well-run restaurant is composed of many different harmonious pieces; the front of the house staff, the back of the house staff, investors, customers, vendors, etc., are all part of making restaurants great. Synergy U Management Training program did a great job in relaying that and how all the different puzzle pieces of a restaurant come together, from the moment the guest walks in the door until when the kitchen closes up for the night.

 

In addition to the informational videos and bulleted notes shared in the Synergy Management Training platform, they also went above and beyond to provide a forms toolbox to utilize. They walk you through the form and give you an editable version that you can customize based on your establishment’s individual needs.

 

 

As an overly organized individual and acting General Manager, I like to have checklists, accountability sheets, service steps, manuals, etc., so when I train my staff, they know what our expectations are and are all held accountable. Synergy Management Training platform provided those tools and more, from inventory checklists to steps of service, how to complete a “restaurant loop” in 15 mins to learn how service is going, and so much more.

 

When my restaurant launches in mid-2021, I will have a sound foundation and footing on a well driven and oiled machine. I feel like I received way more than I had expected upon taking this course, and it makes me feel so much more confident in this new role now and prepared for what is to come my way. I’m genuinely even more excited to train my staff with all the incredible knowledge I’ve picked up and hope to share the Synergy Certified Manager Course with my employees and others looking to make strides and move ahead in the hospitality field. The Synergy U Management Training covers way more than you would expect. Not only do you receive a plethora of information, but you also have tools that will be forever accessible and adaptable as the restaurant industry grows and continues to expand.

 

I want to thank Mike Walls and his excellent team for publishing such a fantastic course and touching base with me throughout my progress, continuing to open their wide door of resources for myself and my team whenever I might need it.

 

Thank you so much for all you do!

With Love,

Marlene E. Spicer

 

 

 

For those of us who’ve been in the restaurant business for decades, the arrival of millennials to the workforce can be a bit of a challenge.

They are smarter, more outspoken, and less tolerant of poor workplace cultures than any generation before them. They have instant access to thousands of resources that tell them “how it should be,” and they’re not afraid to voice their opinion about what needs to change.

Whether you’re on-boarding them for their initial training or you want to provide on-going training, you need new methods and to handle things differently.

 

• Instead of the classic restaurant training that involves a lot of talk and paper, use online resources. Let your staff study and take exams online. They’re used to it, even if you’re not.
• Explain the reasons behind what you’re teaching. It’s not enough to say, “Greet a table within one minute.” You need to explain to them why it makes a difference to the customers.
• Give them buy-in to the restaurant’s success. Let them know how sales are doing and what everyone can do to increase them.
• Have a restaurant training program that’s detailed, complete, and engaging. Don’t simply talk to your new staff of Millennials, engage with them.
• Offer value beyond cash. A lot of restaurants can’t offer more pay, but there are other things they can offer. One great example is a lunch and dinner for the crew after their shift. Have the cooks make a family style meal out of whatever is starting to turn or something inexpensive. Invite everyone to sit and eat for free. It will cost you maybe $1.00 a meal, but will create massive loyalty.

 

Millennials are the new workforce. They’re smart and hard-working when their boss understands that they want to be a part of the system, not simply someone who shows up for a shift.

According to David Chang, TV personality and owner of the award-winning Momofuku in New York City: “The livelihood of the restaurant is dependent upon getting the word out.” One of the most important factors to a restaurant’s success is its reputation, and the biggest threats to its reputation are guest issues. The White House Office of Consumer Affairs reported that unsatisfied customers will tell an average of 9-15 people about their negative experience.

In the world of online reviews, a negative impression can be even more far-reaching. Here are a few ways to resolve guest issues with grace.

Believe the Complaint

There’s an old saying that goes, “the customer is always right.” Although it’s an easy one to remember, it’s a difficult one to practice. Many times, a restaurant staff acts like a family, and no one wants to believe that someone in their family truly did something wrong. Other times, everyone wants to point the finger at someone else to alleviate the blame. The first step in resolving guest issues is to act accountable and believe that they happened in the first place. Questioning a claim’s authenticity or pointing the blame in another direction will only further escalate the situation.

Thank the Guest

Thank the guest for pointing out an issue that you would not have known without their help. Mike Lester, president of The Melting Pot, firmly believes a complaint is a “gift.” These “gifts” can act as training points for staff moving forward.

 

Apologize Sincerely

Try to make the experience right, but be careful not to come off as if you are trying to buy their goodwill. Extend your apologies and make a logical offer to the customer. If the complaint is about a specific item, comp the item if you can. If the complaint happens online, send a direct message and offer a discount or free voucher to get them back in the door, and the next time around, be sure to make a better second impression.

Face Your Negative Reviews Head-On

According to Yelp, 97 percent of those reading online reviews take a business’s response into account when trying to decide whether or not to patronize a business. For guest complaints that take place in cyberspace, your reaction will leave a lasting impression, not just for that particular customer but for many other potential guests down the line. Businesses have the option to respond to reviews publicly or via direct message. By responding promptly and publicly, your business can show that it is transparent and willing to accept constructive criticism. Just remember the three points above when doing so.

Consistency is Key

Moving forward, providing a consistent experience can prevent customer issues in the first place. Thomas Keller, the winner of Culinary Institute of America’s Chef of the Year for his Napa Valley restaurant, French Laundry, stresses this point. An experience that makes the customer happy every time can be achieved with a thorough restaurant training program for cooks and waitstaff. Beyond that, the best restaurants never stop training their employees and learning from their mistakes.

 

Learn from the Best and the Worst

Jill Tyler, owner of Michelin-rated Tail Up Goat in DC, advises: “There are hundreds of restaurants that are successful. There are thousands of restaurants that have failed. Study both and always keep learning.” Devise a restaurant training program that not only focuses on what not to do, but also incorporates advice based on how other restaurants have succeeded. By incorporating negative examples with the positive, well-trained staff will know what to avoid and what to embrace, creating a workplace culture that should minimize guest issues in the future.

 

Synergy Sync’s online training program allows you to train your staff on important customer service topics. They will be able to know the best practices to implement during common guest service issues. With our remote learning program, your servers and managers are able to learn from anywhere, any time. Please contact us for a free virtual tour of our affordable e-Learning training solution.