What You Need to Know
To most Quick Service Restaurant (QSR) customers, front-line workers are the business. Whether it’s by providing quality service or resolving customer issues, they’re the ones who maintain the customer experience. That involves everything from taking orders and maintaining facilities to troubleshooting delivery delays and making sure a customer’s request for “mayonnaise, not mustard” is fulfilled.
It follows, then, that QSRs view the employee experience as critical. Because the industry’s wages tend to be low and vary little, workers will switch employers for a minimal raise, slightly better benefits, or a more professional working environment. Combine that with the importance of experience in dealing with the public as well as the business’s operations, and you begin to see why employee experience is such a high priority. When workers depart, they take their training and expertise with them, so retention makes a difference.
Onboarding and payroll are important components of the employee experience. Workers view training as a valuable contributor to their long-term prospects, while companies aim to transition new hires from the candidate pipeline to revenue-generating operations as quickly as possible. That makes the selection of smoothly functioning technology essential. Complicated approaches to learning and compensation dilute the employee experience, making it easier for workers to consider job offers they might otherwise forgo.
To get an idea of how QSR companies approach the selection and use of technology to educate and pay their workers, 3Sixty Insights spoke with the leadership of S J Quickbite, Inc, the operator of nine Burger King restaurants in the San Francisco Bay Area. Priya C., one of the company’s leaders, explained how S J Quickbite, Inc, melded its recruiting, onboarding, and payroll into a single process that satisfies the demands of employees and the needs of the company itself.
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