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Retail & hospitality
Case studies

Franchise onboarding program for a national restaurant chain

National restaurant chain · 3,000+ employees · 120+ locations · USA
  • 8 weeks from kickoff to full deployment across all locations
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01
Background
A national restaurant chain with 120+ locations across 15 states was growing fast — adding 8 to 10 new locations per year. But every store trained its own staff differently, and the guest experience showed it.
02
The challenge
Onboarding varied by location — some stores used binders and shadowing, others had informal checklists, a few had nothing at all. New front-of-house staff took 4 to 6 weeks to handle the full menu and POS system confidently. Guest satisfaction scores varied by 22 points between the best and worst-performing locations. Corporate had no visibility into whether staff were actually trained or just scheduled.
03
Our approach
We designed a role-based onboarding program with separate tracks for front-of-house, back-of-house, and shift leads. New hires work through scenario-based modules before their first solo shift — handling a guest with an allergy, managing a Friday rush, resolving a complaint about wait time. Each scenario requires the learner to make the call, not just read the policy. Managers get a readiness dashboard showing exactly who’s trained and who isn’t — so no one hits the floor unprepared.

23%↓

Guest complaints in first 90 days

4→3 wks

Time to floor-readiness

85%

Staff completion rate across all locations

22→14 pts

Guest satisfaction gap across locations

Key takeaway

When every location trains differently, your brand promise depends on which store a guest walks into. Consistent onboarding turns 120 individual training approaches into one guest experience.

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