CERTIFIED TRAINER JOB DESCRIPTION SERVICE OR CULINARY ... · PDF file( 1 ) New Leadership...

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N e w L e a d e r s h i p P o s i t i o n s

CERTIFIED TRAINER JOB DESCRIPTION – SERVICE OR CULINARY

Summary

The Certified Trainer is responsible for supporting the management team to ensure that the

culinary and service team members are properly trained while also filling critical team member

roles on the hourly schedule.

Certified Trainer Responsibilities

Result

Areas

Job Duties

People Conducts new team member and MIT training, ensuring new team

members are capable of performing their role to the best of their ability

Supports management team in providing on-going training to hourly

team members

Personally adheres to and role models Operating Company standards

Works team member positions as scheduled, filling critical roles on the

hourly schedule

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Leadership Responsibilities

This position has no direct supervisory responsibility.

Key Leadership Skills:

Focuses on Guest Service – Takes personal responsibility for service and culinary excellence,

views restaurant from guests’ perspective, anticipates, responds to and exceeds guests’ needs;

seeks and acts upon guest feedback with a sense of urgency.

Acts with Character and Integrity – Is candid and forthright with self and others; follows through

on commitments; protects the property, brand and well-being of others; understands and refuses

to cross ethical boundaries; avoids potentially compromising business situations; never turns

one’s head on a standard.

Sets High Standards of Excellence- Consistently models and upholds high standards of

excellence in performance for self and others; ensures all systems, methods and procedures are

followed without exception; continuously looks for ways to improve performance.

Connects and Engages with Others – Establishes a connection with, and remains

approachable to others; establishes open and trusting relationships, treats all individuals fairly and

with respect; develops a climate where individuals are committed to sharing information, asking

for help when it is needed, and achieving shared goals .

Demonstrates Team Orientation – Contributes to the strength of a team by demonstrating a

willingness to work with others in a team environment, working toward team goals, participating in

group decision-making, cooperating with others, treating others with respect, and offering help

when needed.

Qualifications

Education

High School Diploma (or equivalent) preferred

Degree in Management, food service, or a hospitality-related field is preferred

Other Key Qualifications (Training, Knowledge, and/or Certification):

Received a “Successful” or higher on last 2 performance reviews (if applicable)

Employed with Darden a minimum of 5 weeks

Consistently on time and ready for work, meets appearance standards

Has a passion for delivering personalized guest experiences

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Knows and teaches the Operating Company Brand Promise to team members

Lives the Operating Company values

In addition to primary job function, candidates must be willing and able to confidently and

competently train all Service or Culinary positions

Preferred Skills & Experience

Experienced culinary or service team member with excellent training and people skills who

is respected by managers and team members

Prefer previous experience training team members on either culinary or service teams

Experience acting as a role model for other team members in the areas of guest

satisfaction, team player behaviors and ensuring high levels of food and service quality

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CERTIFIED TRAINER SELECTION

The selection of Certified Trainers will be based on three, equally weighted criteria – Performance

Reviews, Interview Evaluations, and Teach Back Evaluations. The GM/MP and Director will make

the final selection decision.

Process

GM/MP opens the application process

o Discuss in pre-shift meetings

o Utilize the selection poster

o Review key qualifications, role requirements, and selection process with all

interested candidates

Received a “Successful” or higher on last 2 performance reviews (if

applicable)

Employed at Darden a minimum of 5 weeks

In addition to primary job function, candidates must be willing and able to

confidently and competently train all Service or Culinary positions

o Selection process

Application

Interview

Teach Back

All interested candidates complete the Certified Trainer Application

GM/MP and Staffing & Training Manager conduct a 15 minute joint interview for each

candidate and individually complete Interview Evaluation Form

o Enter evaluation results into Certified Trainer Candidate Selection Spreadsheet

o Give candidate Teach Back Preparation Guide

o Schedule time for candidate to conduct Teach Back

Service and Culinary Manager act as participants and evaluate teach backs for each

candidate and individually complete Teach Back Evaluation Form

o Enter evaluation results into Certified Trainer Candidate Selection Spreadsheet

GM/MP enters last 2 performance review ratings (if applicable) into Candidate Selection

Spreadsheet

Director and GM/MP will make the final selection decision

GM/MP individually communicates selection decisions to each candidate using

Communicating the Selection Decision speaking points

o Selected Certified Trainers should be scheduled to attend the Certified Trainer

Workshop and become certified

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o Candidates not selected for the position will remain in their current position and

should complete the Team Member Development Plan

Have Certified Trainers familiarize themselves with any Service or Culinary positions they

are not able to confidently or competently train

Announce New Certified Trainers to the team

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Certified Trainer Application

To be considered for a Certified Trainer position, you must complete this application and turn it in to your General Manager/Managing Partner. Name: ____________________ Employee ID: ____________________

Position Applying For: Culinary Certified Trainer Service Certified Trainer

Please answer the following questions:

1. Have you been employed with Darden for at least 5 weeks? Yes No

2. Have you received a “Successful” or higher on your last 2 performance reviews (if applicable)?

Yes No

3. Are you willing and able to:

Train new team members? Yes No

Support management team in conducting on-going training for team members?

Yes No

Train new MITs? Yes No

By signing below, you certify the above questions have been answered truthfully to the best of

your ability.

Signature: ____________________________ Date: ____________________

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Culinary/Service Certified Trainer Interview Evaluation

Instructions: Circle the rating that aligns most with the behavior examples given for each

question. GM/MP and Staffing & Training Manager will individually complete the evaluation.

Ratings should be given on how the candidate responds to the question and not compared to

other candidate responses. Be sure to enter ratings into Candidate Selection Spreadsheet.

Rating

1. Why do you want to become a Certified Trainer?

Key points to listen for: Interested in developing and leading others; interested in career

development for self and others; interested in conducting new team member training and

continuous training for all team members

5 – Expressed strong passion for all key points

4 – Expressed strong interest for most, but not all key points

3 – Expressed interest for some key points

2 – Expressed little interest for key points

1 – Expressed no interest for any key points

1 2 3 4 5

2. Why is training important?

Key points to listen for: Ensures we provide great guest experiences and make guest

connections; helps us attract, retain and engage team members; ensures we deliver

financial results to our investors; helps us build the business

5 – Expressed strong understanding for all key points

4 – Expressed strong understanding for most, but not all key points

3 – Expressed understanding for some key points

2 – Expressed little understanding for key points

1 – Expressed no understanding for any key points

1 2 3 4 5

Candidate Name: ________________________

Position Applying For: Culinary Certified Trainer Service Certified Trainer

Verify the candidate meets the qualifications to become a Culinary or Service Certified Trainer:

Last 2 Performance Reviews were

“Successful” or higher (if applicable)

Employed at Darden a minimum of 5 weeks

Consistently on time and ready for work,

meets appearance standards

Lives the Brand Values/Principles

Has a passion for delivering personalized

guest experiences

Knows and teaches the Brand Promise to

team members

Is willing and able to confidently and

competently train all Service or Culinary

positions

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Rating

3. What are our values/principles and how can you bring them to life as a Certified Trainer?

Key points to listen for: Knows and is able to speak to all the values/principles; gives

specific examples of how they role model and teach the values/principles; shares ideas

on creating and maintaining an inclusive and engaging work environment

5 – Expressed strong passion and understanding for all key points





1 2 3 4 5

4. If you were training a team member who was not “getting it”, how would you handle the situation?

Key points to listen for: Provides feedback and coaching; demonstrates and role models

the task; asks clarifying questions and seek to understand; maintains composure;

demonstrates patience; informs a manager






1 2 3 4 5

5. Describe a stressful situation at work and how you handled it.

Key points to listen for: Maintains composure; asks for help and seeks best practices;

gives specific examples of stress relieving activities (i.e. takes a deep breath, goes to

walk-in, thinks of something funny, etc.)






1 2 3 4 5

Total: ____÷ 5 =____

Notes

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Culinary/Service Certified Trainer Teach Back Evaluation

Instructions: Circle the number you feel best describes the statement listed based on the

candidate’s teach back. Culinary and Service Managers will individually complete evaluations.

Ratings should be based on how candidates perform on their teach back, and not compared to

other candidate presentations. Be sure to enter ratings into Candidate Selection Spreadsheet.

Unsatisfactory Near

Target Successful

Highly

Successful Outstanding

1. Presented material in a logical manner 1 2 3 4 5

2. Clearly shared the “whys” 1 2 3 4 5

3. Good pace (not too fast, not too slow) 1 2 3 4 5

4. Stressed/summarized key points 1 2 3 4 5

5. Provided opportunity to practice 1 2 3 4 5

6. Provided honest, clear feedback 1 2 3 4 5

7. Asked/answered questions 1 2 3 4 5

8. Encouraged participation 1 2 3 4 5

9. Demonstrated good verbal skills (i.e. volume, dynamic, passionate, natural)

1 2 3 4 5

10. Demonstrated good non-verbal skills (i.e. smile, posture, eye contact)

1 2 3 4 5

Total: ____÷ 10 =____

Notes

Candidate Name: _____________________ Teach Back Activity:_____________________

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Communicating the Selection Decision

Schedule 15-minute one-on-one meetings with all candidates

o Meet with candidate(s) who were selected for the role first

o Meetings should be conducted in a private area of the dining room

Meeting with Team Member(s) Selected for Certified Trainer Role

Materials Needed:

Certified Trainer Job Description (handout)

CT Pay information (no handout)

Key Points:

Thank team member for taking time to meet with you

Let them know you are following up on the recent interviews for the Certified Trainer role

and inform them a decision has been made

Congratulate the team member on being selected as a Certified Trainer for the restaurant

and let them know you are excited they will be part of the leadership team

Review the following with the team member:

o Certified Trainer Job Description

o Certified Trainer Pay information

Re-emphasize the positives of the Certified Trainer role

o First step towards advancing your career at Darden

o Experience gained in this position will set you up for success in the future

Let the team member know that you would like to individually communicate the selection

decision to all of the team members who applied for the role. This enables the

management team to deliver a personal, comprehensive message about who was

selected before it is announced to the entire team.

On ____________ we will announce the new leader(s) to the rest of the team

Answer any questions and address concerns the team member may have

Thank the team member for meeting with you

Let the team member know the entire management team is available to answer additional

questions

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Meeting with Team Member(s) Not Selected for Certified Trainer Role

Key Points:

Thanks for coming in today to review the outcome of the Certified Trainer selection

process

We were very pleased with all the candidates who applied and it was a very difficult

decision to make

Our decision was based on the job description, and your current skill set

Based on this selection process, we have not selected you for this new role

o “Let me put this in perspective. I do not want you to think that I don’t appreciate

the commitment you have made to us over the years. I do appreciate you and you

are a valued member of our team. You will continue to be a leader here and if you

want, we will consider you for future Certified Trainer roles as they become

available. Although I know you are disappointed, I would like you to embrace this

decision and provide your support to those who were selected.”

o Listen – “I realize you may have some questions…”

o Show empathy if team member is upset – “I understand how you may feel…”

Remind the team member they will continue to be a valued member of the team and they

may be considered for Certified Trainer roles in the future

Let the team member know that you would like to individually communicate the selection

decision to all of the team members who applied for the role. This enables the

management team to deliver a personal, comprehensive message about who was

selected before it is announced to the entire team.

On ____________ we will announce the new leader(s) to the rest of the team

Answer any questions and address concerns the team member may have

Thank the team member for meeting with you

Let the team member know the entire management team is available to answer additional

questions

Review Team Member Development Plan

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