Developing the Training of New Waiters at the "Kassa" at Factory Kamppi
Solari, Tamara Arianna (2025)
2025
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Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-2025061222872
https://urn.fi/URN:NBN:fi:amk-2025061222872
Tiivistelmä
The aim of this study was to develop a set of guidelines to assist in the training of new waiters in the daily processes of the “kassa” (cash register system and workstation). The purpose of this was to support Factory Kamppi in improving the onboarding of new waiters by providing a structured and efficient training approach.
The theoretical structure of this research explored the hospitality industry, with a focus on the restaurant sector. It examined the steps involved in recruitment and how leadership is important in every process. Emphasis was placed on effective training methods, employee motivation, and the creation of job-specific training programs.
A qualitative research approach was applied. Semi-structured interviews, conducted with one in a supervisor role and three in the role of waiters that work in Factory Kamppi to understand their experiences with training and adapting to workflow. Inductive analysis was used to identify recurring patterns in the sample’s responses to the interview. The results highlight the role of leadership in effective training, the key leadership qualities identified include clear communication, patience, the willingness to train, and constructive feedback. The trainees valued a hands-practical experience and the ability to make and learn from their mistakes in a supportive environment. They stated the importance of team support and motivation during their training and integration period.
Based on these findings, the study recommended the development of a structured training program that accommodates different learning styles, includes visual and multilingual materials, and outlines clear communication protocols for updates. Enhancing leadership training for supervisors and reinforcing team-based support structures can improve the trainee experience and operational efficiency at the kassa.
The theoretical structure of this research explored the hospitality industry, with a focus on the restaurant sector. It examined the steps involved in recruitment and how leadership is important in every process. Emphasis was placed on effective training methods, employee motivation, and the creation of job-specific training programs.
A qualitative research approach was applied. Semi-structured interviews, conducted with one in a supervisor role and three in the role of waiters that work in Factory Kamppi to understand their experiences with training and adapting to workflow. Inductive analysis was used to identify recurring patterns in the sample’s responses to the interview. The results highlight the role of leadership in effective training, the key leadership qualities identified include clear communication, patience, the willingness to train, and constructive feedback. The trainees valued a hands-practical experience and the ability to make and learn from their mistakes in a supportive environment. They stated the importance of team support and motivation during their training and integration period.
Based on these findings, the study recommended the development of a structured training program that accommodates different learning styles, includes visual and multilingual materials, and outlines clear communication protocols for updates. Enhancing leadership training for supervisors and reinforcing team-based support structures can improve the trainee experience and operational efficiency at the kassa.