HT Talks Tech: QDOBA Leans Into Technology to Train Employees
May is Food Allergy Awareness Month, and HT caught up with Kyle Moses, Senior Director, Operations Services & Training & Development at QDOBA Restaurant Corp. to talk about using technology to train employees – specifically as it pertains to handling the major food allergens.
HT: Many brands are leaning into short training videos, gamification and embedding training into daily routines. How does QDOBA train employees on the top allergens?
Kyle Moses, Senior Director, Operations Services & Training & Development at QDOBA Restaurant Corp.: QDOBA leverages a robust training platform that educates store employees on allergen cross-contamination processes. Operational process training teaches employees how to cook and minimize cross-contamination through videos, an operations manual and job aids in addition to training on safety and sanitization. Hands-on training takes place for all cooking, cleaning and prepping processes.
Additionally, job aid visuals (such as an allergen poster) are visible in each store for easy reference. QDOBA incorporates additional training courses that discuss allergen safety points when applicable, such as during the brand’s shrimp launch. QDOBA managers and shift leads take on designated responsibilities to uphold all National Sanitization Foundation standards. Through dutiful supervision, the management team supports hands-on training needs, and observes and takes corrective actions as needed.
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HT: What type of tech/apps does the brand use to make sure their employees are up to speed and compliant?
Moses: Beyond store management supervision and visibility, all QDOBA stores are required to complete multiple food safety checks throughout the day through its OpsAnalitica system. This system allows each store to document, track, reference and correct any elements of the Food Safety System. Allergens and cross-contamination are critical components of our Food Safety Checklist.
Three times a year all QDOBA locations complete a Food Safety Assessment through an independent, third party. These assessments ensure that each team member can explain QDOBA’s Food Safety System and is knowledgeable about allergens when asked by a customer. Similarly, to our other systems, compliance can also be documented, tracked and referenced.
Through its partnership with the National Restaurant Association, QDOBA is able to access a ServSafe portal, a training tool that employees use to produce allergen training materials and certify employees in food safety components and more. The portal tracks and stores the ServSafe allergen training certifications for the organization’s records.
HT: How were you handling this before?
Moses: Before the advancement of technology and moving to a more digital world, QDOBA used team member paper workbooks, videos, and a career map to track everyone’s process. Team members have always been required to be signed off on Food Safety and Sanitation prior to them handling any food products or working a full shift.
Additionally, we had extensive internal audits for quality, food, and cleanliness where our auditors would spend three to four hours observing and ensuring QDOBA restaurants were adhering to food safety and quality standards. This was an addition to regulatory Health Department inspections.
All managers on duty are required to be Food Safe certified. This requirement enforces all managers to be knowledgeable and capable of coaching team members’ behaviors while also being equipped to handle guests’ questions and concerns regarding our food products. At QDOBA, our food safety training confirms all team members and managers on duty know how to find our allergens and guide guests with the appropriate information.
HT: How have hourly worker job expectations changed in recent years?
Moses: While our expectations continue to be the same, QDOBA team member expectations are appropriately altered based on how day-to-day duties are now performed, including the addition of the digital ordering process. QDOBA’s unwavering standards and expectations remain at the highest level, to ensure exceptional customer service, top-tier food quality, and an inviting environment for all guests.