How is technology affecting the ways you hire and train employees?

Many forms of technology, including AI, continue to impact nearly every aspect of the business world today. That is certainly true for the restaurant industry, where customers can see examples of this with mobile ordering, digital menu boards, and drone delivery services. But it also includes backend operations like human resources and employee management.

One of the benefits of being part of a franchise is that technology platforms are created and provided by the franchisor and streamlined throughout the system. Franchise Update spoke with several multi-unit restaurant franchisees about the impact technology is having on hiring and training their employees.

The advantages of enhanced technology begin by simplifying the employee onboarding and training processes. Instead of written training manuals, team members can now learn through interactive videos on their computer, phone, or tablet. Information is often easier for employees to digest in these forms, which leads to better-trained and productive employees.

Training is an ongoing process. It takes place not only at the outset of employment, but also when announcing new policies, programs, or even introducing new menu items or LTOs.

Some franchisees say they are using technology for recruitment through social media and video in creative ways to showcase a positive culture and work experience.

Several franchisees also said they believed technology is best used to enhance, and not replace, the human experience. While we sometimes hear that about customer interaction, it can also be the case in training and retaining employees. Personal interaction and showing appreciation for one’s work can often be some of the best and most personal ways to retain employees.

Similarly, in Multi-Unit Franchisee magazine, we asked other franchisees how they train and retain employees. These practices don’t necessarily require technology, but rather advice on how they onboard and keep their best team members. Read their responses in the Franchisee Bytes below to learn how successful multi-unit restaurant franchisees hire, train, and retain their employees.

Rebecca Johnson

Company: Triad Donut Corporation

Brands: 3 Duck Donuts units and one food truck

Years in Franchising: 13

Technology has supported both recruitment and training at my Duck Donuts locations. We have dedicated social media pages to reach potential team members and showcase our fun, family-friendly culture through engaging content. For training, I combine Duck Donuts' established training programs and digital tools with hands-on, in-store experience. The simplicity of our menu and operations means technology enhances rather than complicates the training process, helping my team get up to speed quickly while maintaining the quality and personal touch that makes Duck Donuts special.

Bob Ruggieri

Company: Synergy Restaurant Group LLC

Brands: 17 Checkers & Rally’s

Years in Franchising: 17

Technology has helped with our recruiting. Interviewing has become easier with videoconferencing technology. We have training tools in which employees can train at a station through an iPad and video, and then work the station. That has been helpful in retaining employees, as they feel properly trained, and it helps with the customer experience.

Misha Punwani

Company: TAM Group

Brands: 15 Playa Bowls

Years in Franchising: 6

Technology has been a huge help for training and consistency. Playa Bowls provides excellent training videos and digital tools that make onboarding and seasonal training seamless. These resources help our team learn new recipes and understand presentation standards, especially during LTO launches. Digital tracking tools also help us monitor progress and keep everyone aligned, which is especially important when managing multiple locations. It has made the training process faster, more engaging, and more consistent across the board.

Rey Vasquez

Company: Vasquez Hospitality

Brands: 25 Golden Corrals

Years in Franchising: 13

We have implemented a new cloud-based register and timekeeping system, which has made daily operations much more user-friendly, even for those who aren’t tech-savvy. For managers, it’s improved efficiency in areas like inventory and food cost tracking, allowing them to stay on top of goals.

Lisa Starnes

Company: Starnes Holdings, Inc.

Brands: 8 Captain D’s

Years in Franchising: 31

It is much easier to spread the word that we are recruiting new candidates through social media. We are collaborating with HR to streamline the hiring process. Mobile-friendly training has simplified the process and enhanced training. That said, the human experience is critical. Working in tandem with others builds teams, provides mentoring opportunities, and enhances the connection, fostering an environment for “unreasonable” hospitality, which is our goal.

Andrew Jones

Company: TAM Group

Brands: 13 PJ’s Coffee, one Zaxbys

Years in Franchising: 11

Technology adoption ebbs and flows. Several years ago, taking orders via AI was going to take over the industry. Now, studies are coming out saying that customers prefer personal interaction over AI. Technology that creates automation and efficiencies is and will be vital in the overall performance of our locations. With that said, I do believe there will always be a need for that personal interaction.

Franchisee Bytes

How do you train and retain?

For some of our brands, we have dedicated training specialists who uphold standards and manage new product rollouts. At our growth brands, a certified training coordinator or training manager ensures brand standards. We’ve also introduced a certified trainer role between team members and the shift lead. This is effectively a team member who has been certified in a variety of positions and can teach procedures to new employees. This not only improves quality and consistency, but also significantly increases the average length of service for those in the certified trainer role compared to a standard team member.
-Alex Karcher, Operating Principal, JCK Restaurants, 61 Carl’s Jr., 11 Jersey Mike’s Subs, 8 The Human Bean, 8 Dave’s Hot Chicken, 1 Hawaiian Bros Island Grill

We utilize the brand's tools for onboarding and training systems while also offering hands-on, shoulder-to-shoulder training. Retention is supported through ongoing development sessions in groups and one-on-one with regular check-ins to keep our team engaged and growing.
-Keith Johnson III, COO/Franchisee, Amazing Food Concepts, 20 Qdoba Mexican Eats, 15 Captain D's, 1 Epic Wings

Retention has always been a priority at Guernsey. I personally go through the training program for every brand we operate. We've developed a custom training program for our Sonic business that addresses those who quit within the first week. By focusing on making new hires feel welcome and getting to know them, we've significantly reduced early terminations. This approach keeps morale high and leads to reduced turnover in tenured positions.
-Mike James, Founder/Managing Partner,Guernsey Holdings¸122 Sonic, 20 Zaxby's, 3 Take 5 Oil Change

Finding and retaining key employees is a pressing challenge right now because of our company's growth. Utah's low unemployment rate makes it difficult to find quality workers, and turnover in the restaurant industry is always a concern. It's becoming more important than ever to recruit and retain top talent who are committed to our mission and values.
-Jacob Webb, Franchise Owner, MPUT Holdings LLC, 22 Marco's Pizza, 4 Tropical Smoothie Cafe

Training is provided by the brand, and we have training that our company will administer. We'll also go outside for other training, such as leadership development training. Retaining employees is a big focus. So, we try to give everybody the tools, training, and knowledge to do their jobs. Additionally, we provide competitive wages and have various recognition and rewards programs. That is key to retaining folks.
-Randy Pianin, CEO, Royal Restaurant Group, 61 Burger King, 4 Potbelly

We train and retain by promoting from within. Every regional manager started as a crew member, gaining firsthand experience under the guidance of our director of operations. This ensures deep operational knowledge and consistent standards across teams. We also support retention with competitive benefits, including free housing for full-time staff.
-Yunus Shahul, Franchise Owner, Smartfoods Group, 24 Cousins Maine Lobster, 1 German Doner Kebab

We have comprehensive training programs at all levels and focus on providing the tools to set up each person for long-term success. We believe in providing opportunities for advancement, support, and encouragement for each team member to reach their goals.
-Nick Crouch, Co-CEO, Dyne Hospitality Group, 118 Tropical Smoothie Cafe

Employee recruitment and retention have been a bit of a struggle for us. This especially rings true for our California shops because the minimum wage is so high. That's why we offer our team members flexible schedules.
-Yousuf Nabi, Owner & CEO of Gotham IP Inc., Gotham Cookies Inc., DBA Mrs. Fields Cookies, 10 Mrs. Fields, 10 Sbarro, 4 TCBY