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With over two decades of expertise in the premium casual dining restaurant sector, Zoilo Caparros has navigated a progressive career trajectory—from being a dedicated staff trainer to assuming the role of Vice President of Training and Development at The Bistro Group. His proficiency in restaurant management is complemented by a profound understanding of customer relations and hospitality operations. He has been instrumental in shaping the success of The Bistro Group's training and development programs.
In his position as Vice President, Caparros oversees the training and development at The Bistro Group of Restaurants, which focuses on cultivating exceptional employee experiences and ensuring its service exceeds the expectations of our valued guests.
1. What specific training initiatives were introduced to enhance the skills and customer service abilities?
At The Bistro Group, we've introduced a range of training initiatives to enhance our employees' skills and customer service abilities. We believe in the power of the "A-Plus" philosophy, which encourages our staff to go the extra mile in providing outstanding service. This means that every employee, regardless of position, is trained to exceed guest expectations. We offer training modules covering A-Plus service, guest requests are never denied (G.R.A.N.D) service, anticipating guest needs, and maintaining a positive attitude.
2. Mention some experiences from innovative training methods or technologies used to effectively engage and educate hospitality staff.
In our restaurant’s fast-paced world, innovative training methods are crucial. At The Bistro Group, we have embraced technology like SPROUT Performance, Power BI and Microsoft 365 to engage and educate our employees. We provide online training modules that team members can access at their convenience. These modules cover various topics, including health and food safety and customer service techniques. Our training also emphasizes the importance of active listening, problem-solving, and adapting to new technologies like contactless payment systems and online reservation platforms. We aim to make learning engaging and accessible.
3. Given the impact of the COVID-19 pandemic on the hospitality industry, how has The Bistro Group adapted its training strategies to address new challenges and safety protocols?
At The Bistro Group, we have adapted our training strategies to address these challenges. We prioritize health and food safety training to ensure our employees are well-prepared to handle new safety protocols. We've also cross-trained our team members in various roles to make our operations more flexible. For example, our servers can assist with take-out orders, and kitchen staff can help with front-of-house duties. Moreover, we emphasize adaptability, preparing our staff for sudden changes in restaurant operations, such as shifting between dine-in, take-out, and outdoor dining. We have also trained our team members to maintain strong customer relationships, offering personalized service, loyalty programs, and feedback collection through tools like Table Vibe.
4. What are the do's and don'ts The Bistro Group would give to professionals in similar roles working in other companies in hospitality staff development?
We believe in fostering an employee- and guest-focused culture in hospitality staff development.
Do’s:
- Prioritize the employee experience as it directly impacts the guest experience.
- Provide ongoing training to enhance skills and customer service.
- Embrace technology for flexible and accessible training methods.
- Cross-train team members to increase operational flexibility.
Don't:
- Disregard the significance of being adaptable to changing restaurant operations.
- Underestimate the value of maintaining strong customer relationships through personalized service and feedback collection.
Lastly, The Bistro Group's success is driven by its commitment to treating both employees and guests with respect and understanding, as well as a dedication to exceeding expectations. By investing
