Human Capital Performance Financial Capital Performance Brand Experience 30,000 + Restaurants | 1 Million Employees | $40 Billion Sales

The Big Picture – State of the Restaurant IndustryThe Big Picture – State of the Restaurant Industry

Restaurant Industry Sales PerformanceRestaurant Industry Sales Performance Source: Black Box Intelligence

Comp Sales and Traffic by Region, Comp Sales and Traffic by Region, June YTD

Source: Black Box Intelligence – Market Share Report 3.6% 1.5% Total sales growth Restaurant unit growth Fueling the Growth for the Industry Fueling the Growth for the Industry Q – YOY Growth

Source: Black Box Intelligence – Market Share Report SegmentUnit Growth Quick Service1.1% Fast Casual7.7% Family Dining0.6% Casual Dining1.8% Upscale Casual / Fine Dining3.4% Unit Growth by Segment Unit Growth by Segment 2013

Source: American Hotel and Lodging Association 5.4% Total revenue growth Hotel Industry Revenue Growth Hotel Industry Revenue Growth 2013

Source: People Report Hourly Turnover Continues to Inch Up

Limited Service 66% Full Service 70% Source: People Report Restaurants Rely on Part-Time Employees Part-Time Employees % of employees working less than 30 hours per week

Source: People Report Health Care Survey presented by Castlight Source: People Report Managing the Cost Increases of ACA

Source: People Report Restaurant Hourly New Hires Restaurant Hourly New Hires by Age Segment25 th PercentileMedian75 th Percentile Quick Service Fast Casual / Family Casual Dining Upscale Casual212430

Source: People Report Restaurant Hourly New Hires Restaurant Hourly New Hires by Race / Ethnicity

Trends in Hospitality TrainingTrends in Hospitality Training & Development Study& Development StudyResults

# of companies Avg. # of locations Avg. # of hourly employees Avg. # of unit level managers Restaurants441574, Hotel & Lodging111,39912,0512,804 Other1-- Total56183 Profile of Participating Companies

# of companies Avg. # of locations Avg. # of hourly employees Avg. # of unit level managers Limited Service213475, Full Service21733, Both2-- Participating Restaurants by Segment

Training Spending and BudgetsTraining Spending and Budgets

Training Budget (Excluding Salaries) as Percentage of Sales 1.0% (Median) No relationship found between size of company in sales and relative size of training budget

Distribution of Training Budget

Distribution of Restaurant Training Budget

Hotel & Lodging – Training Expense Increasing Slightly

Restaurants– Training Expense Growing More Significantly

Restaurants - Training Expense Growth Restaurants - Training Expense Growth % of companies with growing training expense

The Training FunctionThe Training Function

Hotel & Lodging – Number of People in Training Department Stabilizing

Restaurants–Still Showing Some Growth in Number of People in Training Department

Training Typically Reports to Operations Training Typically Reports to Operations % of companies by who training reports to

Discussion The Training Department:The Training Department: Spending and Reporting RelationshipsSpending and Reporting Relationships

Training PracticesTraining Practices

Limited Service Restaurants Target Almost 50% More Employees Per Trainer Target number of FTE unit level employees per FTE unit level trainer

Trainers Needed Per New Unit Opening

Training The Trainers Training The Trainers Dollars Allocated To Training Certified Trainers % of Training Dollars Hotel & Lodging9% Restaurants6% Limited Service5% Full Service7%

It Pays To Train The Trainers It Pays To Train The Trainers Unit level hourly turnover by % of budget spent on training certified trainers

Most of the Training Time Offered to Unit Level Hourly Employees Most of the Training Time Offered to Unit Level Hourly Employees (except in Limited Service Restaurants)

Training Hours Offered Annually No relationship could be found between MIT training hours and management turnover based on sample available Position Average # of hours Training hours as % of MIT training Managers in Training (MIT)338100% Franchisee Operator Program12136% Unit Level Hourly Employees6218% Veteran Managers at GM Level5516% Multi-Unit Managers4714% Veteran Managers at Assistant Mgr. Level4413% Department Managers4313% Other Salaried Management319%

Who Trains Unit Level Hourly Employees?

How Are Orientations Conducted for New Hourly Employees?

Median number of hours offered 3.5 hours Most frequent response (20% of companies) 2 hours New Hourly Employee Orientation

Hourly Employee Orientation and Turnover Hourly Employee Turnover Hourly Employee Turnover

How Are New Hires Trained? How Are New Hires Trained? % of training provided

Restaurants - Weeks of New Employee OJT PositionOJT Weeks Front-of-house Hourly1 Back-of-house Hourly2 Assistant Manager7 Kitchen Manager8 General Manager7

Discussion Training Practices:Training Practices: Orientation and Training the TrainerOrientation and Training the Trainer

Training Delivery and ContentTraining Delivery and Content

Of companies create all training content internally 49% Of companies create training content both internally and externally 51% Training Content Creation

It is common to contract outside services for training department projects % of companies that employ outside services Hotel & Lodging73% Restaurants45% Limited Service40% Full Service50%

Percentage of training budget spent on external resources in % Percentage of companies that said expenditure increased compared with % Percentage of companies that expect this expense to increase in % External Resources Usage Growing

Hotel & Lodging 73% Limited Service Restaurants 81% Full Service Restaurants 48% E-Learning Training % of companies providing

E-Learning Training On the Rise % of companies reporting increase in use for 2014

E-Learning – Primary Uses Knowledge leveling Validation / Testing Compliance (Food Safety, Allergens, Alcohol, Harassment Prevention, etc.)

How Are We Spending Our Time? How Are We Spending Our Time? % of training time Unit Level Hourly Employees Unit Level Management Basic Job Skills46%22% Customer Service18%15% Culinary Skills9%6% Food Safety/Sanitation5%4% Compliance - OSHA, Fire Prevention, Safety4% HR Programs - Diversity, Harassment, etc.3%6% Interpersonal Skills - Conflict Mgmt. Teamwork, etc.1%5% Leadership/Executive Development1%8% Supervisory Skills - Interviewing, Coaching1%6% Financial Management1%7%

Se Habla Español % of companies that offers training materials in Spanish Hotel & Lodging 70% Limited Service Restaurants 70% Full Service Restaurants 53%

Focus of Bilingual Training: BOH % of companies of those that offer bilingual materials

Ongoing Training: Food Safety / Sanitation Food Safety / Sanitation % of companies that offer training every 3 months or more frequently

Discussion Training Delivery:Training Delivery: E-Learning and Developing Softer Skills forE-Learning and Developing Softer Skills for Unit Level Hourly EmployeesUnit Level Hourly Employees

Key Insights Multi-unit managers: area of opportunity regarding training time allocation Training department is now more likely to report to operations or the President/CEO, as compared to reporting to HR It pays to train the trainer in terms of decreasing unit level turnover It pays to invest in orientation; helps reduce turnover through early engagement of new employees

Key Insights Usage of external resources is on the rise as trainers continue to do more with less Delivery via e-learning is on the rise and is particularly effective in the areas of knowledge leveling, validation, and compliance topics Soft-skills training for unit level hourly employees is an area of opportunity.

Trends in Hospitality TrainingTrends in Hospitality Training & Development Study& Development Study Results Publication In depth report available to all CHART members Additional information beyond this presentation: Training department salaries and target bonuses Employee engagement surveys Greater detail on training content delivery Available in August