Thank you for signing up!

Now here is how you will make this work!

Watch this 7 minute video and follow the steps below in order to get the absolute most from this Online Course

Step #1: Send these Messages to the Group! 

Hey everyone, we decided to invest in you all with the best  Online Training Course. This company has specifically been helping FOH staff members make more money online for over 2 years now. You can expect to make an extra few hundred dollars per week in tips if you implement everything. The training comes from Jess Rowland. Jess has been the one and only regional trainer for Hillstone Restaurant Group. This group is known for having some of the best service across America. We are not doing this because we think you are doing anything wrong, moreso, because we want to take it to the next level. 

There are 8 sections. We will take it slow and implement 1 new section every week. To start, please just follow the steps below to make your own account, download the app and start Section 1. 

Mandatory - You must take notes of 5 things from each section that you will 100% be trying on your next shift. I will be asking to hear each of your 5 things!

Messages to send the staff weekly (come up with your own as you go through the course)

- "What is a Wow Moment you tried?"

- "Describe a menu item in 8-12 words?" 

- "Ask me a question about service or sales!"

Step #2: Use this Verbiage to inspire your trainers!

Hey, I really appreciate and notice how serious you have been taking this. As you know, we are starting that only course. I really want you to be a bigger part of this because I see something in you. I want to promote you to become a coach.

This would just mean you will be my eyes and ears. You will still serve tables normally, but you will be on the lookout for what the other staff members are saying and doing. If someone does something wrong, pull them aside and coach them. 

Message to Group

- Moving forward, NAME, NAME, NAME (and myself and managers) are going to be your coaches. Not only for this online course, but also thereafter. Meaning, you should go to them with any service/sales/course related questions anytime! More importantly, you should expect them to coach you during your shift. They are only trying to help you! So if they notice that you can do something a bit better, they will pull you aside and help you. If/when they coach you, all you should say is "Heard" or "Got it!".

Step #3: System for Coaching

SMILE!!! Then pull the staff member aside quickly. You must ask at least 1 question to the staff member before jumping into coaching them. I like to combine questions 1 and 2.

Question Option 1 - Do you have time? Are you busy?

Question Option 2 - Can I coach you?

Question Option 3 - Can I teach you something?

Other ways to coach

Ask the staff to describe menu items to you!

OR

Ask the staff "Should I get this item or this item?"

or

Ask the staff COMMON QUESTIONS THAT THE GUESTS ASK!!! (compile a list for the new hires)

Step #4: Monthly Check in's

At least once per month, each server/bartender has to do a mock service. A coach/manager/owner will sit at a table and the server will have to serve them. This should never end. You can extend this to every 2 months or 3 months for experienced servers that have been doing great at this for a long time. These mocks should be 2-5 minutes each. Quick and easy. They do not actually have to run the drinks or food.

Step #5: Hiring/Onboarding

Every new hire should be onboarded directly into the online course. They should complete the sections during the time they are training in person. This will allow them to see the strategies on the video and then also see the strategies while they train. Making it much more likely for them to catch on.

- Provide new hires with a list of common guest questions