Combining workforce tech and human factor = hiring success

Restaurant companies hiring new staff members are employing workforce technology combined with human interaction to ensure best possible recruitment, training, and retention outcomes.

A new National Restaurant Association report, “Research Insight: Workforce Technology”, highlights the work of leaders at 16 restaurant brands committed to using a variety of methods that enhance hiring and performance practices and create a more effective, efficient workforce.

“It’s important to meet prospective and existing employees where they are, and technology is helping restaurant companies do this,” says Chad Moutray, the Association’s chief economist and senior vice president of Research. “People can now apply for jobs wherever and whenever it’s convenient for them. Tech tools, like chat bots, automated scheduling, and automated assessment tools, make a seamless process possible.”

Chipotle Mexican Grill is taking that multi-pronged approach, using AI technology to simplify the hiring process, and pairing it with a human interface as part of its training/onboarding program.

Last October, Chipotle rolled out “Ava Cado”, an automated, conversational hiring system from workforce tech specialist Paradox, that reduces the time general managers spend on administrative tasks, such as collecting basic information from job applicants and scheduling interviews with them.

“Ava”, a virtual team member, chats with candidates, answers their questions, collects their information, and sends offers to candidates selected by hiring managers. She is fluent in English, Spanish, French and German.

“Ava integrates with Chipotle’s HR system and has reduced the time our managers spend on hiring from 15 to 20 hours per week to about seven or eight hours,” says Chad Hewitt, senior product manager of the company’s Digital Employee Experience. 

According to Hewitt, the goal is to ultimately reduce the amount of time it takes to hire an employee for an in-restaurant position by as much as 75%. Before implementing the chat bot system, he says managers had to reach out on personal devices to track down applicants and set up and coordinate interviews. “At the rate of hiring we do here, we felt it was excessive. We were asking for them to invest a lot of energy and cognitive load. We wanted to give some time back to them.”

At the same time, Chipotle reworked its digital “Burrito Buddy” training program, originally a series of videos used to onboard and mentor new employees, for employees at its Restaurant Support Center in Columbus, Ohio, and Newport Beach, Calif. It now pairs managers with new employees during the initial training phase to ensure a smooth employment transition. 

“Many new hires are paired with a buddy, who helps them navigate their first 90 days to ensure a smoother transition into their roles,” Hewitt says. “‘Ava’ may be our go-to resource during the hiring process, but the Burrito Buddies are there to help once the new employee joins us. The goal is to reduce on-the-job confusion and increase retention.”

Responsibilities of the Burrito Buddy include:

• Ensuring the new hire feels welcome on his or her first day
• Ensuring the new hire's work station is ready for him or her
• Acting as the main point of contact for any general questions
• Supporting him or her in completion of onboarding tasks
• Introducing him or her to other colleagues important to his or her role

Moutray, however, says restaurants can’t rely on technology alone. Human interaction is necessary to ensure success.

“In addition to workforce tech advances occurring now, integrating human communication between employees is integral to establishing proper onboarding, training, and post-hire achievements,” he says. “There has to be a comfort level with both to create positive results.”