Case Studies

Guineas Associates Ltd

Case study 2
PROJECT

Guineas Associates were appointed by a high street restaurant operator to produce job descriptions for its key staff and a training programme for staff induction and customer care. The purpose of which was to improve staff retention, create a better working environment improving the customer experience and increase customer spend and loyalty.

BACKGROUND

The restaurant sites were located in busy town centre shopping malls and the owners required job descriptions and a training programme in order to standardise the staff’s approach to customers and improve the customer experience with resulting in increased spend and loyalty. The training programme and staff handbook ensure that the staff receive a formal induction and enjoy a better working experience and safer environment.

TASKS

The key tasks can be summarised as follows:-

  1. Produce job descriptions for chef/manager and hosts.
  2. Produce a training programme framework that could be implemented on induction and twenty minutes per week to provide focus to the areas of customer
    care, incremental spend, product knowledge, brand concept and health and safety.
RESULTS

The project was an initial project with this restaurant group and Guineas Associates will be doing further work extending the training framework into other disciplines in the business. The training has been well received by the staff and has had favourable results for the business.

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