Article: “Cheesecake Factory Cooks Up a Rigorous Employee Training Program” (May 2006)

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excerpt:
"The firm spends an average of $2,000 on training per hourly worker each year. Everyone within the organization benefits from training and development initiatives. Servers get two weeks of on-the-job training. Candidates vying for a managerial position receive 12-week development courses. Even dishwashers are included in training initiatives.

One way the company measures its return on investment is by examining turn­over rates, which are about 15 percent below the industry average of 106 percent. Workforce development programs also contribute to high consumer satisfaction rates, loyalty and repeat visits.
Much of the company’s training efforts, as one might expect, center on its serving staff. "Servers are on the front line. They are our public face," Wensing says. Servers are a key component in the "Cheesecake Factory experience"—the hassle-free, friendly and fun dining that Oscar and Evelyn Overton envisioned. And since servers make up 40 percent of the total workforce, the company takes their training seriously."

source: "Cheesecake Factory Cooks Up a Rigorous Employee Training Program" by Gina Ruiz (Workforce Management, May 2006)

WaiterBell Angle: How can you ensure quality restaurant customer service? There is no easy answer. Employee training is a very important aspect of any restaurant's operations. How does WaiterBell fit in the equation for consistent service quality?

The WaiterBell system provides a service safety net for the waitstaff. We are all human and mistakes unfortunately happen, but more importantly it is how the mistake is handled that might determine whether a customer will ever return again.

WaiterBell empowers the customer to signal the staff if a service gap begins developing, giving your waitstaff an opportunity to ensure customer satisfaction. WaiterBell is a tangible solution that provides a return on investment for you, your waitstaff, and your customers every hour of every day.

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5 Responses to “Article: “Cheesecake Factory Cooks Up a Rigorous Employee Training Program” (May 2006)”

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  5. Bryant Nielson Says:

    That was an amazing post. It provides a compelling basis for why employee training is both valueable and cost competitive. The only sad element is that the posted comments have little to do with the article. 😦


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