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1. To Check if the training works

2. To assess if we continue the training

3. To measure results or if we reach our training learning objectives

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The first level measures participants' immediate reactions to the training. Think of it as the 'customer satisfaction' score. We assess how learners feel about the training content, delivery, materials, and environment.

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Key Questions:

Did they find the training enjoyable and engaging?

Was the content relevant and useful?

Were the instructors effective?

Was the environment conducive to learning?

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This level evaluates the increase in knowledge or capability. We assess what participants learned during the training through:
- Pre and post-tests
- Skill assessments
- Role-playing exercises
- Practical demonstrations

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Key Questions:

Did participants gain new knowledge or understanding?

Did they improve specific skills?

Did their attitudes change as intended?

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This crucial level measures how well participants apply their learning on the job. We look for sustainable behavioral changes that improve work performance.

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Key Questions:

Are participants applying the new skills or knowledge in their daily work?

Has their job performance changed as a result of the training?

Is the new behavior sustained over time?

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The final level measures the training's impact on business results. This could include:
- Increased productivity
- Higher sales
- Reduced costs
- Better quality
- Improved customer satisfaction

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Key Questions:

Did the training lead to increased productivity or efficiency?

Did it reduce costs or errors?

Did it improve quality, sales, or customer satisfaction?

Did it contribute to achieving strategic objectives?

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1. Each outlet, select 3 associate to perfect level 3 assessment, to address gaps of these associates

2. Each outlet, PIC perform level 4 assessment. Target one improvement for that outlet

3. One month later, Chris do a external audit to measure item 1 & 2 with the top management.

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We can use the GUEST matrix to evaluate our associates:

1. Greetings: Language, smiles, remember and greet guest with their names.

2. Understand needs: ask guest if first visit, observe special needs: OKU, baby, left hand/right hand, vegan, allergies, short-timing meals, business meals. Suggestive selling

3. Executions : accurately and timely communicate guests needs, 5 golden rules.

4. Service : delivery of food as per time, announced name of dishes, check back, handling guest queries, refills, desserts or seasonal product up-selling.

5. Thanks Guest: thanks guest, smooth check out, walk guest if possible, announced upcoming promo, ask for comments, introducing manager whenever possible.

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1. The G. U. E. S. T method. 5 points to assess

2. How to transfer knowledge or skill acquire to associates. To assess quantity or quality( needs to discuss)

3. To assess attributes : Personal hygiene, work station cleaniness, uniform cleaniness. 3 points to assess.

4. To assess confidence speaking to customers as the basic of guest service. To assess quality or quantities, we need to discuss.