Chocolateria and café franchise San Churro is taking a new training approach to address staffing challenges in the Quick Service Restaurant sector.
As the industry faces significant skills shortages and staffing and retention issues, particularly among younger workers, Australian café group San Churro is introducing a new approach to attract and retain younger talent.
The company aims to leverage online employee engagement and training solutions to meet the needs of a younger workforce.
“The QSR sector in Australia is grappling with substantial staffing challenges, exacerbated by a shortage of skilled workers and high turnover rates,” says Marc Moniz, General Manager of Operation at San Churro.
“This issue is particularly pronounced among younger employees, who are increasingly seeking engaging, flexible, and technology-driven work environments. Industry trends indicate a shift towards a more mobile-first, microlearning, and gamified training methods to appeal to this demographic.”
According to recent market data, the Australian hospitality industry is experiencing a significant increase in demand for skilled workers while simultaneously facing challenges in retaining them. This trend is influenced by broader economic factors, including changes in consumer behaviour, and a new generation of worker with different needs from the previous one.
“Australian laws and regulatory changes, such as those related to workplace safety and fair work practices, also impact how businesses approach staff training and retention,” says Marc.
“We have found that the younger workforce, in particular, require tailored training methods that align with their digital literacy and preference for interactive learning experiences.”
To address this, San Churro has partnered with FranConnect to implement the World Manager Frontline solution. This solution is a comprehensive employee engagement and online training program designed to engage and retain this new generation of younger staff. The initiative includes gamification of training, competitions, and mobile-first training modules that cater to the preferences of 15 to 20 year olds.
“We recognise that the way we train and engage our staff must evolve to meet the expectations of our younger team members,” says Marc.
“By leveraging FranConnect’s innovative training solutions, we’ve seen a significant increase in training completion rates and staff satisfaction among those new to the work force, some of which are in their very first job.”
Its learning management system, rebranded ‘Churrology – The Study of San Churro’, offers a university-style structure with bite-size training modules and interactive, game-like assessments.
“As a franchisee-turned-operations-leader, I’ve seen firsthand how important an intuitive and engaging training system is,” says Marc.
“Our younger team members resonate more with short, engaging content rather than long-form training. By adopting microlearning, 30-second to two-minute modules, and incorporating gamification features such as awards and interactive quizzes. We’ve made training feel more like a fun challenge rather than a mandatory task.”
San Churro says its partnership with FranConnect has yielded impressive results, with training completion rates rising substantially. This success is said to not only enhance the overall performance of San Churro’s cafés but also benefits franchisees by providing them with a well-trained and motivated workforce who will stick around for longer.
“Our franchisees appreciate the support and resources we offer them, which enables them to focus on delivering exceptional customer experiences,” says Marc.
“By investing in our staff through innovative training programs, we’re ensuring the long-term success and growth of our franchise network.”
