manager s guide CONTENTS OVERVIEW STAR PROGRAM OVERVIEW SONIC S SERVICE PROMISE: C.A.R.E. TRAINING TECHNIQUES FOUR STEP TRAINING PROGRAM

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3 manager s guide CONTENTS OVERVIEW STAR PROGRAM OVERVIEW SONIC S SERVICE PROMISE: C.A.R.E. TRAINING TECHNIQUES FOUR STEP TRAINING PROGRAM STEPS UTILIZING THE STAR PROGRAM CONCLUSION 3

4 OVERVIEW WELCOME TO THE SONIC STAR PROGRAM The STAR Program is designed not only to make the job of station training crew members and management easier, but also ensures everyone is trained to a high standard in order to deliver on the Sonic experience and achieve strong sales and profits. The STAR Program training courses are all conveniently available any time in Sonic s e-learning system. The e-star courses are updated annually to be consistent with the Operations Manuals and other important materials. The STAR Program has nine components: E-Orientation Videos E-Learning e-star Courses and Exams Proficiency Checklists Tracking Report(s) Certification Lapel Pins E-Learning STAR (printable) Certificates Skating Carhop Program Manager s Guide Manager s Guide 4

5 manager s guide STAR PROGRAM OVERVIEW e-star The e-star Courses are designed to be more appealing to today s employees. It is a fun and engaging way of training your crew members and management. Due to its interactive format, the material is easily retained, proving to be a more effective way to transfer knowledge. The e-learning login screen can be accessed through PartnerNet or by visiting To gain permission to the e-learning Program, please contact the e-learning Administrator at elearning@sonicdrivein.com or through the Help Desk at Once you have access to Sonic s e-star Training System, you can click your way through the STAR training program and track the test results automatically through the reporting system. Not only can you track on-line courses but all Sonic University instructor lead courses are tracked as well. The certifications and those scores can be found on the Training Tracking Report. See PartnerNet Training page for step-by-step instructions on how to locate these reports in the e-learning system. STAR VIDEOS These videos cover the basic procedures for each station and are shown to new employees as an introduction/overview. The Sonic Safe video is an overview of Sonic s Food Safety and Hygiene Procedures. The Joe Zacher video illustrates the importance of taking food safety seriously. Both Sonic Safe and Joe Zacher video courses are available for viewing in Sonic s e-star system. STAR COURSES The e-star courses are: Guest Service SonicSafe Carhop Skating Carhop Drive-Thru Switchboard Fountain/Frozen Fast Forward Equipment Expeditor Front Swamp Back Swamp Dresser Grill Food Prep Skating Carhop Manager s Guide 5

6 All new employees are required to complete and be certified in the following e-star courses: 1. Guest Service Course 2. Joe Zacher Video Course 3. SonicSafe Video Course 4. SonicSafe Course 5. GHS Training 6. Sonic Drive-in e-orientation Course 7. 1st Station STAR Course / Video 8. 2nd Station STAR Course / Video The first fi v e courses need to be completed by the end of the first week of employment. The 1st Station STAR Course / Video must be completed and certified with proficiency testing (as outlined below) by the end of the second week. The 2nd Station STAR Course / Video must be completed and certified with proficiency testing (as outlined below) within 60 days of employment. STAR PROGRAM CERTIFICATION An employee must receive a 90% or above on the STAR Exam to pass the course and receive certification. When an employee passes a course, the drive-in will automatically receive an notification informing them of the crew member s score. All STAR courses expire annually on December 31. Allow all employees to recertify annually in revised STAR e-course material. The drive-in will also automatically receive notification via 30 days before the certification expires. STAR PROFICIENCY CHECKLISTS After the employee has successfully completed each e-star Course, the Proficiency Checklist must be performed by the manager or trainer. The Proficiency Checklists indicate the employee has been shown, has practiced, is certified on each task and can demonstrate the proper procedures for a particular station. This must be signed off on by both the manager and crew member. The Proficiency Checklist must be kept in the employee s folder. In e-learning, under the ADMIN function, use the Proficiency Checklist Tool to document the completion of this task. Current Proficiency Checklists are also required for recertification on an annual basis. 6

7 manager s guide STAR PROGRAM REPORTING E-STAR course scores for all crew can be viewed by clicking on the Manager Reports link section in e-learning, and then clicking on the STAR Tracking Report. This report lists all active users in your drive-in(s), which e-star Courses they are certified in, and the date completed. STAR CERTIFICATION LAPEL PINS As an employee is certified in a new station, he/she earns a Certification Lapel Pin. These pins are approved to be worn on the employee s uniform shirt, apron or ball/cap/visor. Certification pins are available individually, as well as in sets, through Heritage Fulfillment at E-STAR CERTIFICATES Printable certificates for all STAR certified stations are available on Sonic e-learning after successful completion of each e-star Course. ANNUAL RECERTIFICATION IN STAR STATIONS STAR station training is the key to delivering on the Sonic experience and making sure all crewmembers and management are recertified annually in the STAR Program. Through retraining and cross-training in the STAR e-learning courses, exams, and proficiency checklists, you ensure that your team is consistently ready to deliver the highest quality food and exceptional service. The recertification process begins in December and concludes at the end of May annually. 7

8 SONIC S SERVICE PROMISE: C.A.R.E. COMPASSION AWARENESS RESPECT EMPOWERMENT To deliver on the promise of A unique experience featuring high quality, distinctive food and drinks delivered to your car by a friendly, Skating Carhop! each and every team member must understand the importance of caring about the Sonic guest. Every new employee should be provided a Sonic Commitment Book as part of their certification. Sonic s history and the keys to delivering on the Sonic Service Promise are outlined in this small but important booklet. The Sonic Commitment Book should be reviewed with every new employee and is the employee s to keep as a reference to Sonic expectations. To assist with promoting this commitment, Sonic Commitment Booklets as well as C.A.R.E Guest Loyalty Coins can be purchased from Heritage Fulfillment at

9 TRAINING TECHNIQUES manager s guide The e-star Program is designed to help deliver the training that results in proficiently skilled employees. The e-star station courses, when used in conjunction with the STAR videos, will provide your crew members with the basic knowledge needed to work a particular station. Taking the e-star station course and watching the video is not enough by itself. Crew members learning the station will still need to experience one-on-one training by a crew trainer or a member of the management team. Be selective when assigning an experienced crew member to work with employees new to the job. Your best carhop or grill person may not always be the best person to work with inexperienced crew members. Look for solid performers who also have skills as a trainer. Those characteristics might include: Job Knowledge Patience Good Communication Skills Consistent and Detailed Know How To Train CROSS-TRAINING The training and certifying with proficiency testing of your employees in multiple STAR stations is cross-training and is very important to providing excellent guest service! The more STAR stations an employee is certified and proficient in, the more productive they will be. Make it part of every employee s development plan, regardless of what primary station they will work in, to be fully cross-trained in all STAR stations. 9

10 PREPARE: REVIEW ALL MATERIALS The trainer must: Be well prepared, organized, and set-up for the trainees success! Have all materials ready in advance and be comfortable that you as a trainer understand the materials as well as the required results. If not, then study and practice before you train! Put the trainee at ease. State what the trainee will actually be doing. Explain the importance and relevance of the task(s). DEMONSTRATE: SHOW AND TELL Through proper communications; VERBAL (What you say), VOCAL (How you say it), and VISUAL (Show them), demonstrate the required procedure(s) and expected results! Use simple words when explaining and keep them consistent to the training materials. Explain step by step what you are doing as you demonstrate. Don t assume the trainee understands, ask probing questions. Point out safety measures and possible difficulties. 10

11 manager s guide PRACTICE: PERFORM WITH SUPERVISION Ask the trainee if they have any questions and if they are ready to try the task(s). Practice the demonstrated procedure(s) as often as needed to achieve the required results! Remember repetition in training is the key to long term results! Stay with the trainee during their practice performance. Give feedback to trainee throughout the training process as to how they are doing and provide positive or corrective feedback as needed. FOLLOW-UP: TRAINER TESTS FOR KNOWLEDGE Check-Back on the trainee often throughout the process and after the training has been completed to ensure that procedure(s) as well as results are ongoing as required! Have the trainee critique their own practiced performance. Provide any additional feedback positives, opportunities, and end on a positive. Trainee should be tested for skill comprehension by way of written testing and proficiency testing. When ready, assign the trainee to perform the task(s) on their own. Trainees only retain 20% of what they hear, 50% of what they hear and see, but retain 90% of what they hear, see, and do! 11

12 STEPS FOR UTILIZING THE STAR PROGRAM STEP 1: MEET WITH THE DRIVE-IN S MANAGEMENT TEAM MEMBERS Discuss and coach the Four Step Training Method and effective training techniques. Explain the e-star Program and how to properly use it. Determine what managers have Admin rights to the e-learning Training System, (Contact e-learning help desk at to set up these rights). Ensure all crew members, including management team are entered in the Sonic e-learning system. Review the responsibilities of the management team for on-going training of new and experienced crew members. Identify Crew Trainers. Establish time frames for certifying existing Crew Trainers and all management if not already done. Establish time frames for certifying existing crew members as needed. Identify other training and cross-training needs. Establish present and future certification goals for each crew member. STEP 2: MEET WITH THE STAR CREW TRAINERS Administer the STAR program, which includes organizing the inventory: e-learning Crew Additions/Deletions Proficiency Checklists Lapel Pins Sonic Commitment Booklets Monitor the STAR Tracking and the Training Tracking Report. Ensure materials are provided to all new hires and employees identified for cross-training. Demonstrate how to use the Proficiency Checklists to certify or recertify employees annually. Ensure Proficiency Checklist documents are used properly to certify or recertify crew members in skill stations and filed in each employee s folder and updated in e-learning as completed. 12

13 manager s guide Set expectations that all crew members are to be certified in Guest Service, SonicSafe, and SonicSafe Video Courses, GHS Training, Joe Zacher Video Course and e-orientation within the first week of employment. Set expectations that all crew members are to be certified in their 1st STAR station by the end of their 2nd week of employment. Set expectations that all crew members are to be certified in their 2nd STAR station by the end of their 2nd month of employment. List training expectations and times on the weekly schedule. HAVE A PLAN! Prepare individual certification goals for each employee with the Crew Trainer s assistance. STEP 3: INTRODUCE THE STAR PROGRAM TO NEW CREW MEMBERS Introduce crew trainer to new crew member and discuss training expectations in a clear, consistent manner. Discuss and review benefits of the e-star program with the new crew member. Explain the different elements of the e-star program. Discuss the importance of the C.A.R.E program, give them the Sonic Commitment Booklet, and review it with them. Demonstrate how to navigate through Sonic e-learning system. Discuss Annual Recertification Requirements and process. STEP 4: BEGIN CERTIFICATION PROCESS WITH NEW CREW MEMBERS Certify all new crew members on the 5 required courses. Certify all new crew members on at least one e-star station by the end of their second week of employment. Certify all crew members in a second e-star station within 60 days (2 months) of hire date. Issue STAR Certification Lapel Pins and print STAR Certificate(s). Recertify all crew members annually to keep them up to date! STEP 5: DISCUSS STAR PROGRAM PROGRESS WITH CREW TRAINER(S) AND MANAGEMENT AT LEAST ONCE A MONTH Measure trainer s performance, offer additional coaching and training. Review current status of program. Review Training Reports and ensure Proficiency Checklists are completed. Create and implement action plans to maintain the program within the drive-in. Discuss cross-training needs and implement process. 13

14 STEP 6: UPDATE YOUR MULTI-UNIT LEADER/SUPERVISOR ON A REGULAR BASIS Review current status of program and current Training Tracking Report / STAR Tracking Report. Explain action plan(s) to maintain the program within the drive-in. Discuss progress, opportunities, and concerns. CONCLUSION Effective training is a routine and consistent effort that needs to be scheduled! Too often it is looked upon as a special activity. Training doesn t always have to be conducted in large chunks of time. Look for opportunities to incorporate it into normal drive-in activities. Many of the individual tasks in our drive-in can be broken down into pieces that can be demonstrated within 15 minutes. Utilize slow periods in the business to allow crew members to practice skills in new stations. Be consistent and utilize a schedule to plan and communicate training activities. Reward your employee s training accomplishments and you will definitely see an increase in your drive-in s performance! 14

15 manager s guide MANAGER S TRAINING CHECKLIST The following Is A recommended Sonic Drive-In Team Training Checklist Crew & Management STAR Station Training All STAR e-learning Tests and Proficiencies must pass with 90% or better MANDATORY e-courses E-Orientation Joe Zacher Sonic Safe How to have a great work drive-in Drive-in Experience (Crew Harassment & Discrimmination) e-course GHS Requirements Guest Service BACK OF HOUSE Food Prep Grill Back Swamp Front Swamp Dresser FRONT OF HOUSE Fountain and Frozen Switchboard Carhop Skating Carhop Drive-thru Expeditor MANAGEMENT TRAINING PROCESS ALL Management STAR Manager s Guide e-course Skating Carhop Manager s e-course ServSafe Certification Harassment & Discrimmination e-course Assistant Manager Development (Please reference the Guide to Assistant Manager, Staffing, Training and Retention) Entry Level Management (RED Books/e-courses) completed with GM/Operating Partner mentorship & approved Proficiency Testing e-learning Assistant Manager Certification Test Assistant Manager Leadership Certification Class Assistant Manager Shift validation / certification Proficiency Test General Manager / Operating Partner Advanced Level Management (BLUE Books) completed with Supervisor mentorship & approved by Supervisor / MUL Stage 1 and 2 Training (8 weeks) Sonic Management Seminar - SMS class certification ServSafe Proctor / Instructor certification Certified Training Drive-In Manager Train The Trainer - TTT class certification ServSafe Proctor / Instructor certification Certified Training Drive-in certification audit successfully completed Supervisor / MUL Leadership Enrichment and Development - LEAD Workshop Multi-Unit Leader - MUL class seminar Certification 15

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