Operations
A&W training program gives franchisees leg up
A&W has a new training program designed to help franchisees get their footing before working in their own stores. The company has a new director of training and restaurant support with the experience to back up the program.
June 2, 2022 by Mandy Wolf Detwiler — Editor, Networld Media Group
Lexington, Kentucky-based A&W, which has 507 units, has a new training program designed to give franchisees a corporate-level leg up. AWU (A&W University) is held over a 12-day period and gives participants a head start in both a classroom setting and in a store, where they learn to operate equipment, meet with team members and gather tips for leadership. QSRweb talked to A&W Director of Training and Restaurant Support Rona Lascano in an email interview to learn more about the training program.
Q. Why did the company feel A&W University was needed?
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| A&W Director of Training and Restaurant Support Rona Lascano with the company mascot. Provided. |
A.As the company began to focus on growth, we determined a key initiative would be to establish a formal training program. We found that some of our new franchisees had limited experience in food service. Preparing them to operate successful restaurants would require more training than basic preparation of food. We needed to incorporate additional content such as food and labor cost management for QSRs as well as some soft skills towards team member management.
We also offer AWU to managers at existing locations. This is an opportunity to calibrate them to updated standards and equipment, as well as refresh their skills. They always go back to their restaurants with renewed energy and a few ideas to implement.
Q. Tell us a little about AWU. How is it different from other training programs in the QSR space?
A. We conduct AWU over 12 days in Lexington, Kentucky. The first few days are spent in our training facility at our Restaurant Support Center. We have classroom sessions and introduce the attendees to kitchen equipment and processes in our test kitchen. The remainder of time is spent in one of our company restaurants where they get live practice in the kitchen and are able to interact with guests.
One thing that makes our program different is that I intentionally consolidated training into just 12 days, which is much shorter than our competitors who can go up to 12 weeks. For managers of existing locations, this reduces the amount of time spent away from their restaurant, which is critical with today's labor challenges. My intent with this approach is to follow up with attendees at their restaurants to reinforce what they've learned.
Q. What topics does AWU cover, and why?
A. QSR managers have to be hands-on so we start with training them in all stations of the restaurant. We do sessions on labor and food management to prepare them for financial success. There's also a workshop on recruiting and retention to share some best practices to address today's challenges. We emphasize food safety practices and offer ServSafe Certification.
Q. You built a training program that's both digital and on paper. Why was that critical for success?
A. We are able to assign attendees digital coursework to complete before they arrive for AWU. This gives them a foundation of basic knowledge on safety and security, leading a respectful workplace, and a restaurant stations overview before class even starts. This also helps to reduce the number of days needed for AWU in Lexington.
We have continued to offer some training material on paper to accommodate franchisees who aren't yet ready to adopt digital platforms.
Q. How will AWU adapt and adjust to reflect the needs of its franchise partners?
A. We are a nimble training department and able to make adjustments rather quickly. We have added and adjusted content based on both attendee feedback and our own assessments. One example for 2022, we added four more days to AWU in order to give attendees more shift management practice at our company restaurant.
Q. Why is such a comprehensive training program needed when franchisees were already being trained at the local level?
A.Having a centralized training program within our Restaurant Support Center and company restaurant allows for a more consistent experience for attendees. In order to run successful operations, we know we have to train beyond the basics of working a station, and add business management content.
Q. How does this training program reflect A&W's core values?
A. We set the tone on day one orientation. We share our DEI mission statement and initiatives. We also discuss our "One Team" philosophy where we recognize everyone's part in our success. We show our culture of rewards and recognition with our BEAR Cares recognition card program and award cards to participants throughout AWU.
Q. What experience do you hope to bring to the table?
A. I caught the bug for the industry over 30 years ago as a server at TGI Fridays. I soon found a passion for training as an in-store trainer, then became part of the New Store Opening Team. I worked with other concepts as part of the team that managed campus dining services at George Mason University in Fairfax, Virginia. We had some proprietary concepts as well as several QSR chains like Chick-fil-A, Burger King, Taco Bell, Subway and Starbucks. I gained a lot of knowledge about managing food cost, labor costs, and team members in retail, full service, and quick service environments. I think it's important to have that kind of credibility when training others and giving them recommendations. I also think it's important to share some of my lessons learned from mistakes I made along the way.
About Mandy Wolf Detwiler
Mandy Wolf Detwiler is the managing editor at Networld Media Group and the site editor for PizzaMarketplace.com and QSRweb.com. She has more than 20 years’ experience covering food, people and places.
An award-winning print journalist, Mandy brings more than 20 years’ experience to Networld Media Group. She has spent nearly two decades covering the pizza industry, from independent pizzerias to multi-unit chains and every size business in between. Mandy has been featured on the Food Network and has won numerous awards for her coverage of the restaurant industry. She has an insatiable appetite for learning, and can tell you where to find the best slices in the country after spending 15 years traveling and eating pizza for a living.
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