Training Syllabus Outline | goodsugar

TRAINING SYLLABUS | goodsugar               


Manager Name: __________________________________

Team Member Name: _____________________________

Date: _______________


Before you begin: 


Manager Preparation: Prior to Training Day 1

  1. Schedule your new Team Member to work their first 3 shifts with you. First shift should be a mid-shift with you. 
  2. Import your new Team Member into your Time and Attendance System. Here are some instructions from our support site with step by step screenshots. It is important to remember to then visit the users' profile to add them to the appropriate department with the appropriate position. (OPTIONAL) 
  3. Email New Team Member using the FOH Welcome Email Template found here. (OPTIONAL)  Please make sure this email includes your contact information (Name, Work Email, Cell Phone Number, Store Address and Store Phone Number) Also included in the email: their POS number, if available, as well as their schedule for the first two weeks schedule. 
  4. Have key ready to distribute (if applicable) 
  5. Order new uniform and hat for New Team Member if needed (INSTRUCT HERE HOW TO DO SO) 

Please note: 

The lessons outlined in this syllabus are intended to be facilitated by the Store Manager. If at any time during these lessons you must leave the New Team Member, please have them work with a seasoned Team Lead in your absence. 


Day One

  1. Introduce yourself to your new Team Member with a warm smile and professional hand shake!
  2. Show your new Team Member where the designated area is for employee belongings so that they can hang up their coat and place their belongings there. 
  3. Show your new Team Member where the restroom is so that they can get ready for their shift. 
  4. Kindly ask your Team Member to take off any jewelry (if they have any on). The only acceptable jewelry is a wedding band and studs for piercings.  
  5. Politely ask your Team Member to put their hair up (if applicable) and put their hat on. Let them know that you will meet them with their new uniform and hat when they are ready. Uniforms should NEVER go into the restroom. 
  6. When done, show your Team Member where the uniforms are kept and please give them one in their size of choice. 


We are now ready to get started!


Lesson 1: Welcome to the Store! 

  • Please show your new Team Member where and how to clock-in and clock-out
    • Show new Team Members how and where to log into (TIME CLOCK SYSTEM HERE). Help them set up an account if they have not done so already. Time Clock System link found here. Registration instructions found here. Additional set up resources with screenshots found here
  • Once they have clocked in successfully, give your new Team Member a full and in-depth tour of the store. 
  • Start with the back of house, breakroom/designated break area, etc. 
  • Show Team Member where ALL light switches are and how to turn on and off the music, blenders and any other relevant equipment
  • Show Team Member where everything is stored.
  • Show Team Member entire FOH Smoothie Station and Register Area.
  • Show your new Team Member where the safe is as well as where they should count their register at the beginning and end of their shift.
  • Finally, take new Team Member to your Sales Floor. Give them a full and detailed tour of your Fridges, Dry Goods, Supplements, Marketing Material, Gift Cards, Guest Seating Area, etc. 
  • Teach new Team Member any specific rules pertaining to your individual store.

Notes:

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Once Lesson 1 is complete please initial here:

Manager _______

New Team Member _______

 

Lesson 2: Health Code Safety Review

  • Review Health Code Cheat Sheet provided here 
  • Review washing hands and gloves protocol. 
  • Review full hair covering procedure. Hair must be contained AT ALL TIMES.
  • Review Three Compartment Sink set up and protocol. 
    • Please make sure to show new Team Member how to use test strips 
    • Please also review when and how to drain and refill sink  
  • Show where sanitizing buckets and blue sanitizing rags are kept, and where to store dirty rags at the end of day.
  • Review Food Storage Safety. 
  • Review Frozen Fruit Storage Protocol. 

Notes:

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Once Lesson 2 is complete please initial here:

Manager _______

New Team Member _______


Lesson 3: Cleaning Tasks

  • Review In Store Cleaning Checklist found here. 
  • Show where all cleaning supplies are kept (including broom, mop, etc.), and protocols on how to properly use each.
  • Show how to properly disinfect prep area surfaces.
  • Show how to properly clean the Smoothie Station, Blenders, Guest Seating Area, Fridges, Windows, Three Compartment Sink, Walls, Floors, etc.
  • Show where garbage is kept and placed outside.
  • Overview of Smoothie Station freezer defrosting and cleaning.

                       Action Item: 

  • Have New Team Member perform Cleaning Duties such as cleaning blenders. Please demonstrate first how to clean everything according to Health Code and then do this along with the Team Member, not only so that you can ensure they are doing it properly but also so the new Team Member can see the proper standards of cleanliness we must adhere to. This will also ensure that our new Team Member is aware that EVERYONE must perform their share of cleaning duties (including the Store Manager).
  • This also applies to deep cleaning items- ensure that the new team member is watched and guided by yourself or a seasoned team member upon first time performing a job to ensure they understand it and know how to appropriately complete 

Notes:

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Once Lesson 3 is complete please initial here:

Manager _______

New Team Member _______

Lesson 4: Register Training  

  • How to use register 
    • Review every button and function.
    • Logging in and Assigning Register. 
    • Counting in Register.
    • Taking Smoothie Orders - be sure to have Team Member take the customers name! This is VERY IMPORTANT! 
    • Creating Smoothie Sales with Boosters, Removing ingredients and Substitutions.
    • Printing Receipt to Demonstrate Following the Recipe/Customization to make Smoothies.
    • Counting out Register.
    • Filling Out Drop Bag/Cash Drop. 
    • Review counterfeit bills protocol and procedures. 
    • Security Overview (what to do in emergencies). 
    • Review any special discount policies. 
  • Review Cash + Credit Card Tip Protocol and Tip Report Form found here 

                       Action Item: 

  • Have New Team Member observe you ringing up several customers. After they have shadowed you for a significant amount of time please then ask Team Member to work the register. Please now shadow them to observe and help. Please do this for the remainder of the shift. If slow, move on to Lesson 5.  

Notes:

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Once Lesson 4 is complete please initial here:

Manager _______

New Team Member _______


Day Two


Lesson 5: Communication Overview   

  • Review how you will be communicating the schedule, any special instructions for holidays, etc. Show new Team Member communication board, if applicable. 
  • Review how and when they should be communicating with you.
  • Inform new Team Member of schedule details such as day of the week it will be available, how to view, etc.
  • Review time and attendance policy.
  • Review the policy for requesting days off. Policy states all requests must be made at least 21 days in advance.  
  • Review what to do in case of emergency or in case they are going to be late. 
  • Review Quality Control protocol. 

Notes:

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Once Lesson 5 is complete please initial here:

Manager _______

New Team Member _______


Lesson 6 : Payroll System  

  • Register your new Team Member into the Payroll System. 
  • Review how to clock in and out as well as all Team Member features.
  • Team Member Training SOP found here.  
  • Review all features as well as mobile app. 

Notes:

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Once Lesson 6 is complete please initial here:

Manager _______

New Team Member _______


Lesson 7: Schedule System 

  • Review all Team Member training resources with step-by-step screenshots found here.
  • Review how to request days off, how to use and request PTO and sick days.
  • Review how to request shift switches.
  • Review how to request change of availability.

Notes:

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Once Lesson 7 is complete please initial here:

Manager _______ 

New Team Member _______


Lesson 8: Almond Milk

  • Almond Milk SOP
    • Go over your Almond Milk schedule. What time of day your Team makes Almond Milk. Please note that it should never be made during peak times and should always be made for the next day in order to never run low on Almond Milk. 
    • Almond Milk has a three day shelf life (including the day it was made) 
    • Review how many are made per day in the Training Store (clearly review weekdays vs weekends procedures)
    • Go over labeling protocol 

Notes:

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  Action Item: 

  • Make first Almond Milk while new Team Members observes. Then switch roles and have new Team Member make it themselves while you observe.
  • Be sure to review the following:
    • As soon as each gallon of Almond milk is complete it must be refrigerated. Our Almond Milk is not pasteurized and can go bad very quickly if not refrigerated immediately. 
    • Since our Almond Milk contains no stabilizers, it will settle. We must be sure to shake the container, while holding the lid, prior to each use. 

Once Lesson 8 is complete please initial here:

Manager _______

New Team Member _______


Lesson 9: Smoothies 101 

  • Review all parts of both Vitamix Blenders (for Smoothies and for Almond Milk) 
    • Beaker
    • Motor 
    • Drive Socket
    • Blade - emphasize danger of blade and that nothing should ever go inside the beaker except smoothie ingredients. No hands, no spatulas. 
    • Lid 
    • Lid Plug 
    • Tamper Tool 
  • Review how to turn On/Off blenders and the importance of verifying that blenders are at 100% before making the first smoothie of the day. 
  • Review how to make smoothies. 
  • Overview of Most Common Smoothie-Making Problems and their correct Solutions.
    • Be sure to demonstrate how to fix watery smoothies and how to thin out smoothies that come out too thick.  
  • Use of Utensils and various equipment, spoons, portion control. 
    • Make sure to emphasize the importance of level spoons/scoops of every ingredient.
  • Layout of Smoothie Bar and following an ergonomic flow.
  • Almond Milk vs. Smoothie Blender
  • Review the tools used at the smoothie station.
  • Review Smoothie Boosters and health benefits of each. Review the Smoothie Boosters Cheat Sheet.  
  • Review where all ingredients are kept; including powders, sweeteners, extracts, oils and where backstock can be found. 
  • Review all smoothie recipes found here 
  • Review how to make multiple smoothies at a time, cleaning as you go, and how to move quickly and efficiently at the Smoothie Station.  
  • Review all Smoothie Nutrition facts found here 

  Action Item: 

  • Have New Team Member shadow you while making smoothies. Once the Team Member observes you making at least 10-15 Smoothies, switch roles and have Team Member make smoothies. Help out the Team Member as needed.
    Please do not leave them alone at the smoothie station. Be there to support them and to ensure each and every smoothie they are making is consistent and acceptable to serve.   

  • Notes:

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    Once Lesson 9 is complete please initial here:

    Manager _______

    New Team Member _______


    Lesson 10: Smoothie Bowl Review 

    • Review all Smoothie Bowl recipes found here 
    • Review consistency and texture standards of bowls
    • Review all Smoothie Bowl Nutrition facts found here 
    • Review consistency and texture standards of bowls.
    • Review and show Team Member where all Smoothie Bowl Toppings are kept and where backstock can be found. 

     Action Item: 

  • Have New Team Member shadow you while making smoothie bowls to order. Once the Team Member observes you making multiple smoothie bowls, switch roles and have Team Member make them when ordered. Help out the Team Member as needed. 

  • Major Safety Precaution Alert:
    Please have your new Team Member cut the acai packets above the garbage to ensure the plastic falls in the trash. Please express the importance of this as we must guarantee this piece of plastic never falls inside the blender by mistake. We are serving the public and can not take any chances when it comes to the safety of our guests. 


    Major Safety Precaution Alert:
    Please inform your new Team Member that the black and red kitchen shears are the ONLY scissors we may use to cut the packets of acai. The grey and yellow scissors are utility scissors and are only permitted for cutting twine, boxes, and all other in store utility needs.  

    Notes:

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    Once Lesson 10 is complete please initial here:

    Manager _______

    New Team Member _______


    Lesson 11: FIFO and Temperature Safety 

  • Explain importance of FIFO-ing multiple times a day and demonstrate how to properly FIFO fridges, dry goods, back stock and frozens. 
        • Be sure to clearly communicate the times during the day that FIFO-ing should take place (First thing in the morning, mid morning, after lunch rush and at end of day).
      • Review Food Safety and Perishability. 
      • Emphasize perishable items are very sensitive to temperature. 
      • All of our refrigerated products (including all juices, foods items, almond milk, etc) are highly perishable and must be refrigerated AT ALL TIMES! 
      • Review critical temperatures for food service: 
        • Refrigeration (food and juice) temperature: must be 41º F or below.
  • Freezer (food) temperature: must be 0º F or below.
    • Health Code Cheat Sheet found here 

    Notes:

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    Once Lesson 11 is complete please initial here:

    Manager _______

    New Team Member _______


    Day Three

    Lesson 12: Product Knowledge Leads to Better Sales! 

    • Describe your favorite juices to your new Team Member and the health benefits of each ingredient. 
    • What are most popular products for the store.
    • Favorite products of staff members. 
    • Go through an in depth training on each product. Use the Product Knowledge Breakdown and Product Flashcards for additional help with this. 
    • Review the common allergens in Products found here 
    • Review Supplement product knowledge sheet found here 

    Notes:

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    Once Lesson 12 is complete please initial here:

    Manager _______

    New Team Member _______


    Lesson 13: Sales 101 and Customer Service Standards Review 

  • The Importance of Greeting - Explain that greeting each and every guest sets the tone for their experience here at Good Sugar. Review the three steps to effective greeting:
  • Make eye contact 
  • Smile genuinely 
  • Greet our guest with “Good morning or Good afternoon. Welcome to Good Sugar!”  
      • Make honest recommendations
      • Thanks them and wish them a great day!
    • Review how to interact and converse with customers. 
    • Show new Team Members how to help guests and recommend and suggest products that compliment their purchases 
    • Product Knowledge leads to better sales! Review all products! 
    • Review Customer Frequently Asked Questions. Use this PowerPoint as a guide. 

      Action Item: 

    • Have New Team Member observe you greeting and giving Five Star customer service. After helping multiple customers, have Team Member take the lead and shadow them incase they need any help. If you must leave your new Team Member at any point, please have them work with a seasoned and professional Team Member in your absence.  

    Notes:

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    Once Lesson 13 is complete please initial here:

    Manager _______

    New Team Member _______

    Lesson 14: Merchandising and Restocking Protocol 

    • Explain and visually show your new Team Member how fridges and dry goods should ideally look at all times.  Use Merchandising Flowchart found here   
    • Demonstrate and emphasize importance of checking and restocking products and supplies before and after rushes.
    • Emphasize the importance of FIFO (First In First Out) in all areas, smoothie bar, dry goods, retail, etc.
    • Emphasize importance of before and after rushes checking the following:  
      • Fridges 
      • Dry goods 
      • Utensils and straws 
      • Smoothie Station boosters and supplies
      • Frozen Fruit 

    Notes:

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    Once Lesson 14 is complete please initial here:

    Manager _______

    New Team Member _______


    Lesson 15: Opening Procedures Protocol 

    • Review all opening procedures found here and checklist found here. Explain the order of Operations according to priorities (Setting up three compartment sink, setting up cash register, setting up refrigerators, setting up smoothie station, etc)   
    • Review Daily Prep Sheet here 
    • Be sure to teach and then review the following:
      • FIFO-ing 
      • How to Set up the Smoothie Station, Cash Register (review what was learned in Lesson 4: Register Training), Prep Soup (lesson 7) ?
      • Filling out an Opening Form - be sure to show how to access Form found here  

    Notes:

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    Once Lesson 15 is complete please initial here:

    Manager _______

    New Team Member _______


    Lesson 16: Closing Procedure Protocol 

    • Review all pre-closing and closing procedures found here and checklist found here 
    • Show New Team Member how to clean and shut down the Smoothie Station 
    • Emphasize the importance of restocking all supplies and ingredients at Smoothie Station 
    • Be sure to teach and review the following:
      • FIFO-ing
      • For expiring items, write the product name and amount of each on the End of Day Form. 
      • Filling out End of Day Form - be sure to show how to access Form found here  

    Notes:

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    Once Lesson 16 is complete please initial here:

    Manager _______

    New Team Member _______


    Lesson 17: Delivery Training 

    • Review all delivery procedures and protocols. You will find the complete Delivery SOP here
    • Review how to ring up and account for delivery in POS
    • Review delivery of smoothies- show bottles, caps, labels, and how to label (including any modifications made) 

    Notes:

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    Once Lesson 17 is complete please initial here:

    Manager _______

    New Team Member _______


    Lesson 18: Safety Protocols

    • Review what to do in case of various emergencies. 
    • Go over all emergency case scenarios including: 
      • Inappropriate or violent customers 
      • How to deal with theft 
      • What to do if they can’t get into store (co-worker is late or key breaks in lock, etc) 
      • What to do if there is a leak 
      • What to do if fridges break down 
      • What to do when health department arrives

    Notes:

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    Once Lesson 18 is complete please initial here:

    Manager _______

    New Team Member _______

    Please write the dates below that Training started and was completed: 


    Training Started ________________

    Training Completed _____________



    Once Training is complete please have your new Team Member fill out the Training Completion Test found here