This document provides an overview of a staff training presentation by Chad Troutman and Nicole Theohary of Upserve. It discusses the high turnover rates in the restaurant industry, how to hire the right employees by asking the right questions, effective training tactics like education and shadowing, strategies to retain employees like conducting exit interviews and measuring tenure, and how Upserve can help monitor staff performance. The presentation aims to help restaurants train their staff to be successful and reduce costs associated with high turnover.

2. Be a smooth
operator.
Restaurant staff training

3. Today’s presenters
Chad Troutman Nicole Theohary
Chat us using
the Q+A panel
to your right
Questions?

4. The Demand Expert
Chad joined the Upserve marketing team in 2014 to help
increase brand awareness and demand. He oversees the
company’s marketing efforts for its customer engagement
solutions and audience development strategies. Chad
specializes in small to mid-sized restaurant group
marketing , with an emphasis on demand generation and
analytics.
Director of Revenue Marketing, Upserve
Chad
Troutman

5. The Restaurant Expert
As an Account Manager at Upserve, Nicole dedicates her
time to nurturing relationships with restaurateurs to help
optimize their business. With eight years of industry
experience and a bachelor’s in Restaurant Management
from Johnson & Wales University, it’s the perfect recipe for
success.
Account Manager, Upserve
Nicole
Theohary

6. Train your staff
to be the best
that they can be.

7. Why we are talking about server performance.
The annual turnover rate for the restaurant industry is 62%.
TIME AND MONEY
The cost of hiring a hourly employee is around $3,500. In
the restaurant industry, that is like making an investment
that has a 50% chance of leaving
EMPLOYEE TURNOVER

8. Today’s Agenda
the server turnover problem: the restaurant industry by the numbers.
hire the right employees: get great people working for you.
3 staff training tactics that guarantee success: make your employees love their job.
but, what can I do today?: 5 employee retention strategies
how upserve can help: monitoring and assessing your staff.

9. The server
turnover
problem.
The restaurant industry by the numbers

10. 14 million: restaurant
industry employees
1.7 million: new
restaurant jobs by 2025
2 years: only 25% of
current staff will still be
working for you
$84,000: revenue each
employee is capable of
62% annual turnover
rate in the restaurant
industry
9 in 10 restaurants have
fewer than 50
employees

11. hire the right
employees.
Get the right people working for you

12. 5 traits to look for in a restaurant server.
Dedication
Cooperative
4.
Amicable
Communicative
2.
3.
5.
Tenure1.

13. Best questions to ask when hiring for FOH positions.
why would you make a good addition to our team?
what do you like about working in a restaurant?
how do you garnish a manhattan?
what is your most memorable dining experience?

14. Best questions to ask when hiring for BOH positions.
if you see a product getting low during the dinner shift,
what would you do?
you are working a double.
how do you pace yourself through the day?
you receive a customer complaint about a meal you prepared.
How do you handle the situation?
your boss changes the special at the last minute.
what would you do?

15. 3 staff training
tactics that
guarantee
success.
Make you employees love their job

16. 3 tactics to train your staff for top performance.
Education
Demonstration
Shadowing

17. How do you know which servers are your best
servers?
we can help.

18. But, what can I
do today?
5 employee retention strategies

19. 5 employee retention strategies you can put in place today.
Conduct Exit
Interviews
Identify Stressors and
Eliminate Them4.
Implement Stay
Interviews
Keep Communication
Open
2.
3.
5.
Measure Tenure
1.

20. 855-664-3887 | marketing@upserve.com | upserve.com

21. Questions? Reach out to Stefanie Chicoski | stefanie@nysra.net