Meet the Woman Behind A&W’s Industry-leading Training and Support

Rona Lascano has built an impressive resume in the restaurant industry, one that boasts more than three decades of experience in virtually every facet of the industry, from working as a server to executive operations. So when she accepted her current role as director of training and restaurant support for A&W Restaurants, the iconic 500-plus-unit American-food franchise brand, she was well-equipped to fulfill the brand’s mission of creating one of the most effective training programs in franchising.

“Growing up, I never imagined that the food service industry would become my world,” she said. “But I was sucked in quickly, and greatly enjoyed the vibe, energy and flexibility that the industry offers.”

Today, Lascano works closely with A&W’s franchisees and executive leadership team to develop effective training and operational support programs.

How Lascano Helped A&W Build One of the Strongest Support Programs in Franchising

Before Lascano joined the team at A&W, the franchise’s training program was left mostly to the trainers in the field to strategize and implement. “There wasn’t an established program,” she said. “Franchisees were being trained, but there wasn’t a rock-solid playbook that the support center team relied on to ensure success.”

For her first order of business, Lascano got to work creating a comprehensive platform to house all of A&W’s training and support materials. Accessibility, she says, was paramount for that project.

“We wanted to make sure that whether franchise partners preferred to work digitally or on paper, they were receiving up-to-date information that would set them up for success,” said Lascano. “So we created a digital platform that was fully integrated with hands-on, real-world training applications.”

As that platform took off, it quickly led to the creation and execution of a robust training program called A&W University, or AWU.

“AWU is a combination of classroom training and on-site training in a local restaurant and test kitchen,” Lascano explained. “One of our biggest priorities when building out the program was going beyond traditional human resources training to include things like food-cost and labor-scheduling workshops – anything that would help franchise partners feel confident and well equipped when making store-level decisions.”

AWU also covers topics such as running a shift, how to be a leader, and how to motivate a team – lessons that have become especially important as the restaurant industry contends with widespread labor shortages.

While AWU was designed primarily to assist managers opening new restaurants, its popularity within the franchise network has taken off, and it is now providing ongoing training for more than 200 new and experienced managers.

Lascano says one of A&W’s core values is to treat its entire franchise network as a family. To that end, the brand actively seeks feedback from franchise partners and their team members on how to improve the training and support programs.

“Feedback is really critical to the success of these programs,” she said. “I think one of the main reasons AWU has taken off so successfully is that it was built to evolve using the input from the folks who go through the program.”

Jolene Ryntz, a seasoned A&W franchise owner in Lincoln Park, Michigan, says AWU was among the most important contributors to her success as an owner.

“I went into AWU with an open mind, but I underestimated just how vital the program was,” she said. “I learned so much about every facet of restaurant operations, and more importantly, I learned how to uphold the brand’s exacting standards for food quality, which is why so many people, myself included, fell in love with the brand in the first place. In particular, Rona’s insights into workforce development and retention were eye-opening. Our business is family-owned, and we run it like a well-oiled machine. Rona’s insights allowed us to improve and optimize our performance. It was also an opportunity to see and experience firsthand how A&W prioritizes the integration of hometown culture, which is very important to my store and so many others; it made me even more proud to be part of the A&W family.”

Since the onset of the COVID-19 pandemic and resulting staffing shortages, AWU has shifted its focus toward encouraging franchise partners and managers to build lasting relationships with their team members and celebrate wins at the store level. “It’s so challenging today not only to attract team members but to retain them,” Lascano said. “We want to make sure we’re working with all of our operators to ensure that they are creating an environment where staff members feel good and want to stay.”

Lascano adds that AWU will continue to adapt and adjust to reflect the needs of its franchise partners. “The program is something that is ever-changing and ever-evolving,” she explained. “And we have the capability to be flexible with that so that we know we’re offering our franchise partners the information they need to be successful in a world that is adapting to a new normal and the impact of a global pandemic.”

The total investment necessary to begin operation, not including rent or land costs, is $871,000 to $1,469,554 for a Freestanding Restaurant; $401,000 to $1,051,088 for an Inline Restaurant; and $276,000 to $704,000 for a Captive Restaurant, including a $15,000-$30,000 franchise fee.