"Fuel Desk cashiers are trained by the lead cashier on the shift that the new cashier will be working. Additionally, necessary training is done by the supervisor or manager."
- Barbara Roitz, Little America
"We have someone on our staff to train new cashiers. Our store manager goes through the necessary training videos for safety and sale of tobacco and alcohol before the new person is put behind the till. However, it's always train and retrain."
- Faye Featherly, Travelers' Oasis
"I am currently training the frontline personnel here at the Bells Silver Creek Station and we have a foodservice manager who trains our production personnel. Typically we use a hands-on approach to maximize our impact on customer satisfaction, the goal being to create a consistent atmosphere here that our shoppers can count on. We understand that the frontline employees will have the greatest impact on our customers, that being said our training system educates our clerks on how important it is to create a positive experience for the customer. The belief I hold is that training and education are never complete.”
- Jake McFee, Bells Silver Creel
"We do two to three hours of new hire training and orientation that I do with them, then we have a service training and a suggestive selling training. We have three franchise locations within our facilities—Caribou Coffee, Pizza Hut and Subway. They all provide outstanding training materials and we don’t eliminate anything out of that. For each of our work centers, our employees undergo training on their primary work center and then eventually, after 90 days in their primary work center, they will be cross trained. We rely on peer trainers to do the training. To become a peer trainer, our employees apply and they are usually our high-potential employees. We try to have more than one peer trainer for each area so they don’t get burned out. For example, at our fuel desk we have four peer trainers. Our new hires can spend a month or more doing training. In their last shift with a peer trainer, the trainer does an honest assessment. If they aren’t ready for their work station, we will do more training or we may decide to move them into another area until their ready. Our diesel sales can be the most complicated, so if they aren’t ready for that, we will keep them on the gas side while they continue to train on the diesel.”
- Ericka Shapekahm, Coffee Cup Fuel Stops & Convenience Stores, Inc.
This article originally ran in Stop Watch magazine. Stop Watch provides in-depth content to assist NATSO members in improving their travel plaza business operations.
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