ASSESSMENT ON RESTAURANT SERVICE TRAINING ALONG QUEZON CITY: BASIS FOR ACTION PLAN

Abstract

The food industry faces a significant challenge with high employee turnover, largely driven by insufficient training, limited opportunities for growth, and poor customer service. Low staff morale further contributes to employee dissatisfaction, making them more likely to leave. A study showed that 62% of restaurant employees would consider quitting if they lacked proper training. To address these concerns, restaurant training programs should prioritize the development of caring behaviors to improve service quality and strengthen customer loyalty. This study aims to develop an actionable plan to improve restaurant service training and reduce employee turnover. This study utilized a quantitative research method with a descriptive design to evaluate the effectiveness of restaurant service training programs. The study indicates that most respondents are between 18 to 29 years old, with the majority working as crew members or waiters, emphasizing the need for targeted service training and culinary expertise. This highlights the importance of building strong skills to benefit the restaurant’s performance. The current training methods, including outsourced and workshop-based programs, show room for improvement in terms of service quality and effectiveness. Furthermore, fostering effective communication and building relationships with guests are crucial for delivering exceptional service. A significant challenge identified is the lack of efficient training programs. To improve service quality, training must align with industry standards and focus on developing key competencies. Current training programs cover key areas such as food safety, service protocols, and communication skills, including active listening, responsiveness, and following instructions. By focusing on both strengths and areas for improvement, employees can enhance their performance through practice and goal-setting. To better meet industry standards and improve service quality, it is essential to invest in continuous training programs that focus on customer expectations and empower employees. This will not only boost their confidence but also help them address any weaknesses. The findings of this study will contribute to the development of an action plan aimed at enhancing restaurant service training.