Submitted by: Jason Lechner Director of Training and Development, Pizza Ranch New Restaurant Openings 2.0
Objectives
• Decrease pre-opening turnover % (previously 20-30%) • Increase overall productivity • Increase guest experience scores
Revising the NRO process with a focus on culture helped with all of our objectives, and had unexpected additional benefits as well.
How it Works
We employed a strategy of using rewards , recognition , and relationships to improve the employee experience and build the culture of each new restaurant in order to achieve our objectives. This involved elevating the energy and building excitement from day one, implementing gamification, rewarding teamwork, and publicly recognizing and celebrating team member achievements.
Results
• Pre-open turnover decreased by 10%+ across all locations • Guest experience surveys were higher than pre-process improvement
• Time-to-proficiency success was achieved quicker while maintaining guest satisfaction • Increased desire among employees to be part of training team because they saw it as fun • Franchisees became willing to partner (and pay for) additional training, and pay for the prizes and giveaways used during their NRO (initially the expenses were borne by training team) • Improvements led to increased trust and enthusiasm across the chain in other training initiatives
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