Shift Leader Training Manual SL Training Manual July 2016.pdf · 4 Now, as a Shift Leader, you will...
Transcript of Shift Leader Training Manual SL Training Manual July 2016.pdf · 4 Now, as a Shift Leader, you will...
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ShiftLeaderTrainingManual
July2016
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SHIFTLEADERTRAININGANDOVERVIEW
EMPLOYEENAME:___________________________________________
DATE TIME SHIFT TRAINER TEST
DAY1–Floorawareness:Traineebeginswithashortclassroom.Thetraineeshouldfocusthroughouttheshiftonfloorawareness.Allow1hrbeforeshift)
DAY2–ServiceLineAwareness:Traineebeginswithashortclassroom.Thetraineeshouldcontinuetofocusthroughouttheshiftonfloorawarenessandalsostarttofocusonservicelineawareness.(Allow30minsbeforeshift)
DAY3–ServerCheckOuts:Traineebeingwithashortclassroom.Thetraineeshouldcontinuetofocusthroughouttheshiftonfloorawareness,servicelineawarenessandalsoaddservercheckoutstotheagenda.(Allow30minbeforeshift)
DAY4–SignOff:Thisshiftthetraineewillbefocusingonacombinationofallthingslearnedthroughouttrainingandwillbecritiquedbasedontheperformanceofthetaskslearnedthroughoutthetrainingprocess.
TESTTOBETAKENBEFORESIGNOFFSHIFT
EXPECTEDCOMPLETIONDATE:_______________________________________
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Section1-Classroom
CONGRATULATIONS!CongratulationsonbeingselectedasaShiftLeader!Itisanhonorandaprivilegetobe
placedinthispositionandisareflectionofyourhardworkandabilitytoconsistentlyupholdthestandardsofHefnerGrill.ShiftLeadersareanessentialandveryimportantextensionofthemanagementteamatyourrestaurant.AsaShiftLeader,youhaveanopportunitytocontinuetogrowpersonally. Becauseyoupossesthefollowingqualities,youhavebeenselectedtobeincludedamongthebestofthebest:
• effectiveleadership • superiorjobknowledge• exceptionalcommunicationskills• positiveattitude• dedicationandcommitment• consistency• “bigpicturementality”
Welookforwardtohelpingyoudevelopthesegreatqualitiesevenfurtheraswellasaddingafewmore!
TheShiftLeader’sRoleWeareconstantlystrivingtoimproveandbuildupontheskillsandattributeswedevelopasserversandtrainersatHefnerGrill.YourroleasaShiftLeaderistoprovideleadershipfortheshift.
Asaserveryoulearnedhowteamworkallowsustoprovideexceptionalservicetoourguestssothatwemayconsistentlyexceedtheirexpectations.Youlearnedhowtoconsolidatetheneedsoftheguestsinyoursection,howtoprioritizeandexecuteefficientlyinyoursection.Youlearnedthroughweavinghowtokeepyourheadonaswivelandgainedaneyefortheneedsofyourbuddyandotherserversonstaff.
Asatraineryoulearnedtoprovidesupport,guidance(coaching),verbalinstruction,testing,performancefeedbackandhands-onpracticefortrainees.Youbecamearolemodelforothersandcontinuouslysetthestandardsintherestaurant.
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Now,asaShiftLeader,youwilldirectlyoverseetheperformanceofallotherserversonshift.Insteadofbeingresponsibleforjustyouandyoursection,youhavedevelopedtheskills,attitude,aptitude,andavailabilitytoberesponsiblefor100%ofthetables100%ofthetime.
Justasyoulearnedinclassroominstructionwhenyouwerehiredasaserver,teamworkisthecriticalelementintheformulathatmakesthispossible.Ashiftleaderprovidesanessentialleadershiprolethatallteamsrequiretofunctioneffectively.Inaddition,youwillexpeditetheopeningandclosingoftherestaurant.So,youhavethreeprimaryfunctionsasashiftleader:
• Tooverseetheperformanceoftheserversonshiftsowecanconsistentlyexceedguests’expectations.
• Toprovidealeadershiproleamongtheteamofservers• TooverseetheopeningandclosingoftheFOH(front-of-house).
Inordertoexecutethesefunctionseffectively,shiftleadershaveexceptional:
• Awareness• Communication• FollowThrough
AttributesofSuccessfulShiftLeadersJustasyoulearnedinTraintheTrainer,thereisnosingleperfectexampleofwhatmakesagreattrainerorShiftLeader.Therearemanydifferentpersonalitytypesandmanydifferentstylesofshiftleadingthatallworkequallywell.However,allsuccessfulshiftleaderspossesstwospecificqualities:greatleadershipskillsandawesomecommunicateskills.
AlwaysaShiftLeader OnceyouhavebeenpromotedtotheShiftLeaderposition,youwillalwaysbeexpectedtobehavelikeashiftleader.Thisincludestheleadershipandcommunicationskillswewilldiscussinthenexttwosections,aswellasalltheexcellentqualitieswhichmadeyouashiftleadertobeginwith.YouneedtocontinuetobeanexampleoftheexceptionalstandardswehavehereatHefnerGrill-evenwhenitisnotyourshiftlead.Youareexpectedtoholdyourselfandothersaccountableanytimeyouareworking.
YourTrainingThetrainingyouwillreceivewillconsistofthreetrainingfloorshiftswheredifferentshiftleaderswillteachyouthethreemainfunctions:floorawareness,servicelineawareness,andcheckoutproficiency.
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Shift#1:FloorAwareness:Atthebeginningofthismorningshift,youwilllearnhowtooverseetheopeningandsetupoftheshiftbymakingsureallopeningdutiesarecompletedinatimelymannerandthestaffisreadytogoat10:50amforPSTM.
Duringtheshiftyouwillfocusyourattentiononlearningtoweavetherestaurantwith“bigpicture”mentality.Youwillbeperfectingyourawarenessofgreets,beverageservice,tablemaintenance,andmanyotherareasofservicethatexistsinthefrontoftherestaurant.YouwillalsolearnhowtosettheeveningshiftupforsuccessandwhatthingsthePMshiftleaderwillbelookingforwhentheycheckyououtbeforeyouleavefortheday.Shift#2:ServiceLineAwareness:Duringthismorningtrainingshiftyouwillonceagainoverseetheopeningoftherestaurantandthesetupoftheshift.However,yourfocusonthisdaywillbeontheperformanceoftheserversontheserviceline.Thisincludeseverythingfromside-work,runninghotfoodandsalads,silverwarerolling,fullhandsinandout,thedisharea,restroomchecks,andmore.Youwillcontinuetoperfectyourfloorawarenessskills,butyouarebuildinguponthemwithattentiontotheserviceline.Aftertheshiftyouwillagainworkonsettingyourco-workersupforsuccessintheevening,withmoreattentiononconsolidationanddelegatingresponsibilitiestoaccomplishthistask.Shift#3:Closing:Duringthiseveningshiftyouwilllearnhowtooverseethebreak-downandre-stockingoftheservicelineandhowtocheckouttheserversbeforetheyareabletoleaveforthenight.Youwillcontinueperfectingyourfloorandservicelineawarenessskills,butnowyouwillalsobecheckingtheserversout,justasyouhavebeencheckedoutmanytimesbefore.Shift#4:SignOff:Bythisshiftyoushouldbereadytomanagefloorawareness,servicelineawareness,theopeningandset-upofthefrontoftherestaurant,andtheclosingprocedureandcheckoutprocedureforservers.Thiswillbethefinaltestofyourshiftleaderskillsandabilities!Youwillstillhaveatrainerbuttheywillbemerelyevaluatingyourperformanceasyouleadtheshift.
Leadership
“Wecannotexpectpeopletohaverespectforlawandorderuntilweteachrespecttothosewehaveentrustedtoenforcethoselaws.”
-HunterS.Thompson
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Respect,Dignity,andStandardsBeinganeffectiveleaderrequiresapersontobeabletoupholdthehigheststandardswhiletreatingpeoplewithdignityandrespect.YouMUSTbeabletopromoteanatmosphereofrespect.Howdoesoneaccomplishthis?
• Keepinmind,youcannotdemandrespectfrompeople.Norcanyougainitbyfearmongeringorbullyingpeople.
• Inorderforserverstohaverespectforbothyouandthestandardsoftherestaurant,itisabsolutelyessentialthatyourespectthosesamestandards,aswellastheserversyouareleading.
• Serverswillrespectyouwhentheyseethatyouconsistentlyupholdthesamestandardsyouareaskingthemtoupholdonadailybasis.
• Neveraskserverstodoanythingthatyouaren’twillingtodoandthatyoudonotdoonaregularbasis.
• Asashiftleader,youshouldhavethebestbeverageserviceinthebuilding.Yoursectionshouldbemanicuredatalltimes.Youshouldhavetheperfectpre-buswithoutfail.Youshouldrunmorehotfoodthananyoneelse.Ifyouperformthiswayandtothesestandardsoneveryshift,theserverswillnaturallyrespectyou.
• Thewayyougetrespectisbybehavinginarespectfulway-beityourworkethic,consistency,orthewayyoutalktopeople.
• Don’tbeafraidtoadmitwhenyouarewrong.Nooneisperfect,butperfectionisdefinitelysomethingwecontinuetostriveforatHefnerGrill.
Consistency:
Businessessuchasourshaveastrongneedforconsistency;ithelpsdrivesuccess.Wecanachieveconsistencythroughavarietyofways:
• Throughtheexistenceofstandardsandprocedureswithaproventrackrecordforsuccess.
o HefnerGrillhasalreadydonetheworkhereforyou.ThecompanyhasgrowntheconceptofHefnerGrillfromonesinglelocationtomanylocationthroughouttheregion.
• Dedicationandcommitmenttoconsistentlyupholdallstandardsandfollowallprocedures.
o Lookathowyouarespendingyourtimeonyourshift.Areyoureallydedicatedtoyourleadershipposition?Thefirstpersonyouhavetoleadisyourself.
o PracticetheEdisonMethod-makeyourplanspublictoyourfellowemployeessothatyoufeelmorecommittedtofollowthrough.
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CommunicationInTraintheTraineryoulearnedhowimportanteffectivecommunicationis.Justaswhenyouweretraininganewserver,youmustbeabletogetideasacrosstopeopleduringtheshift.Aneffectiveshiftleaderwillbuilduponthefollowingcommunicationskillsyoulearnedasatrainer:VoiceUsevolume,pace,pronunciation,anddescriptivewordswithyourvoicetocommunicateideasandneedsfortherestaurant.Asashiftleader,thisisveryimportantbecauseserverswillgenerallymirroryourattitudeasitisexpressedthroughyourvoice.Loud,aggressive,andfastspeechwillmorelikelydrawastressedreactionfromthestaffthanexpressingyourselfverballywithamoderatetoneandaveragepacedspeech.ListeningOnemuchforgottenskillofeffectivecommunicationistheartoflistening.Asashiftleaderyoumustbeabletolistentotheguests,thestaff,andthemanagementtoproblemsolveandcapitalizeonpositivity.EyeContactMakingeyecontactisagreattoolincommunicating.Youaremorelikelytobeunderstoodifyouestablishandmaintaingoodeyecontactwithanyoneyouareaddressing.Inaddition,whenyoumakeeyecontactyouaremakingamorepersonalconnection.Serverswillmorelikelyfollowthroughonataskifyouaskedthembynamewhilemakingeyecontact,ratherthanyellingacrosstheservicelinesomethinglike,“Ineedawaterpitcherinthe50s!!!”MannerismsYourbodylanguageisresponsiblefor55percentofwhatyoucommunicate.Soremember,“Itisnotwhatyousay,buthowyousayit.”Beinginaleadershippositionrequiresthatyouremainawareofwhatyourbodylanguageisexpressing.Combiningallofthecommunicationskillswillenableyouasashiftleadertoaccomplishmoreandhavebetterunderstandingbetweenyouandyourco-workers.
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Section2-FloorTraining
Day1
FloorAwareness
WhenyouwerefirsthiredatHefnerGrill,youweretaughtinserverclassroomaboutthesevenstepsofservice.AsaShiftLeader,partofyourresponsibilitiesismonitoringtheservicestaffintheirabilitytoeffectivelyexecutethesesteps.Becauseyouareultimatelyresponsiblefor100%oftherestaurant,100%ofthetime,youmustbeabletoefficientlymonitorthe“floor”atalltimes.The“floor”consistoftheentirediningareaforourguests,includingthebarandloungeareas.Inaddition,youneedtobeabletomaintaingeneralawarenessofthehoststandandtheflowofguestsintotherestaurantasanimportantpartoffloorawareness.
Floorawarenessisessentiallytakingtheideaofweavingtothenextlevel.Youneedtousea“bigpicturementality”toassessandtakementalnoteoftheneedsoftheguestsinourrestaurant.Wheredoweneedgreets?Whataboutbeverageservice?Pre-bussing?Payments?BythetimeyouhittheservicelineonyourwaytotheHobart,youshouldbeabletocommunicatetheseneedstootherservers.Ideallyyouhavealreadybegunthatcommunicationwithserversontheflooronthewaytotheback,especiallyforimmediateteamgreets.
Youcancallforawaterpitcherinthe40s,pre-bussinginthe30s,ateatraininthe20s,oragreetattable12.Althoughyoucancalldowntheservicelinetoagroupofservers,itisgenerallybettertoaskaspecificpersontoaccomplishthesetasks.Regardless,theproperresponseiscalleda“callback.”Thisiswheretheserverrepeatsyourrequestbacktoyou.Forexample:
ShiftLeader:Jill,Ineedawaterpitcherinthe30splease.
Jill:Waterpitcherinthe30s.Gotit!
Requiringcallbackshelpspeoplerememberwhattheyaresupposedtodo.Inaddition,ithelpstheserversandyouhaveaccountabilityforthetask.
Duringthistrainingshift,youwilllearntoopentherestaurantandsetthedayupforsuccess.Youwillhaveamirroredsectiontoyourshiftleadertrainer,andyouwillbesatatthesamepaceasyourshiftleader.YourfocuswillstrictlybeonFloorAwareness.Youwillwaityourown
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tableswiththesamehighstandardthathaslenttoyourpromotiontotheshiftleaderposition.However,youwillalsobeinchargeofensuringHefnerGrillstandardsarebeingmetinthefollowingareas,sothatwemayconsistentlyexceedtheguests’expectations:
Seating
Beingawareoftheflowofguestintotherestaurantwillhelpyoubeaneffectiveshiftleaderformanyreasons.Makingsuretheguestsaresatinatimelymanneristhefirststepinconsistentlyexceedingtheguestexpectations.Beingavailableyourself,ordirectingserverstoassiststhehoststaffinseatingguests,ifneeded,ispartoftheteamworkthatstartstheguestexperienceoffinthebestpossibleway.
Theintentionisnotforyoutobeinchargeofthehoststaffortherotationoftablesbeingsat.Youaretobeawareandavailableifthereareguestsatthefrontdoorthatarewaitingtobesatandthereisnotaseateravailabletoshowthegueststotheirtable.
Anotherreasonthatbeingawareoftheflowofguestsintotherestaurantisimportanttoashiftleaderisbecauseyoucanusethisinformationtomakesuretheservicestaffisalwayspreparedforthevolume.Thisassistsyouinanticipatingtheneedsofthevolumetostaffandstocktheshiftcorrectly.Knowinghowmanymenusareoutisahelpfultoolshiftleadersandmanagersusetopreparefortherushofguestsintherestaurant.
Greets
Youalreadyknowtheimportanceofthe30secondgreet.AsaShiftLeader,yourjobistobuilduponyourknowledgeandpracticeofthe30secondgreettoincorporatethe“bigpicturementality”intotheleadershipandcommunicationsskillsyouareperfecting.Asyouareweavingthefloor,youshouldbemakingamentalnoteoftheneedsofourguests,especiallygreets.Thenyoumustbeabletocommunicatetheseneedstotheserversonshift.
BeverageService
AtHefnerGrillwedonotsimplyprovidefreerefillstoourguests.Insteadweprovideafullandneverendingbeverageservice.Thisincludes:
• Newbeveragesbythetimethepreviousglassishalfempty,dimelips,fullice.• Newbevnapswitheachglass/replacementofsoggybevnapswithnewones• WaterService(Constantcirculationofpitchers)• CoffeeService(warmingthemug,freshgroundcoffeebeans,promptrefills,etc.)• WineService(Presentationofbottle,controllingthepour,etc.)
Yourjobistooverseeourbeverageservicestandards.AsyouareweavingyoushouldbetakingmentalnoteofthebeverageneedsoftheguestsandcommunicatingthoseneedstoserversonshiftasyoumakeyourwaybacktotheHobart.
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TableMaintenance
AllserversatHefnerGrillaretaughttheimportanceoftablemaintenanceproficiency.Thegoalistocontinuallymanicuretheguests’tablesothatoncetheguestsleave,allthatremainsonthetableistheirglasswareandbev-naps(andpossiblyaspoonfortheirteaorcoffee).Asyouknow,thisisthe“PerfectPre-bus”.
Asyouareweavingtheflooryouaremakingsurethattheserversonshiftareappropriatelymanicuringtheirtables.Asyoumakeyourwaybacktothedishareayoumayneedtocallforbushandsandpre-bushandsinvariouspartsoftherestaurant.Makesureyoureceivecallbacksandholdserversaccountableforthesestandards.
FullHands
Accountabilityisoftenthedifferencebetweenasmoothshiftandadifficultshift.HavingfullhandsinandoutoftheservicelineisoneofthefundamentalstandardsthatHefnerGrillserversmustupholdinorderfortheteamworkaspectofourservicetofunctioneffectively.
Asyouarepracticingyour7stepsofservice,keepyourheadonaswivelandyoureyesconstantlymovingandlearntobeawareofthepracticesoftheserversonyourshift.Serversneedtothinkofhavingfullhandsastheir“pass”totheback.Whenyouhaveoneormoreserversontheshiftwhoarenotweavingandmanicuringtables,therestofthestaffmustpickuptheirslack.Thiscreatesanincreasedamountofstressonotherservers.Stressmeansmoremistakes.
Therearetwomainreasonsserversdonotweaveandcomeinwithfullhands:
1.)LackofPerspective/Skill:Oftenserversdonotyetpossesstheskillofkeepingtheirheadonaswivelandhaven’tdevelopedtheskillsrequiredtomanicureandperfectlyprebusun-intrusively.Thesolutionforthisisleadingbyexampleandsimple-accountability.Thereisalwaysastraw,sugarpackets,ramekins,silverbullets,silverwareorsomethingtopickup.Theideaisnotforthemtocomeinwithdishespiledhighagainsttheirbody.Wewantserverstoworkefficientlyandquicklytopickupitemstofilltheirhands.Wedonotwantserversholdingdishedagainsttheirbody,especiallydirtydishes.
2.)BeingWeeded:Thesolutionforthiscauseisalittlemorecomplicated.Usuallytheserverisfailingtoanticipateandconsolidatetheneedsoftheguestsintheirsection.Whenserversareweeded,weavingandsideworkareusuallythefirsttwostepsthatgooutthewindow.Takethisopportunityhelphimorherwithbeveragesorpre-busing.Oftenserverswhoareweededdonotaskforhelpwhentheyneedit,orasktoolate.Encouragetheseserverstoutilizethesystemofteamworkthatisalreadyinplacetoassistthemwithmeetingtheneedsofguestintheirsection.Makesurethatyouarecommunicatingtheseissuestothemanagerondutysotheycanhelpyouproblemsolvesuchsituations.
Mostimportantly,asashiftleader,youmustALWAYShavefullhands,withoutexception.Youcannotaskserverstoupholdastandardthatyoucannotorwillnotuphold.Failingtopractice
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thisstepconsistentlywillcreatealackofrespectforyoufromtheservicestaffandyouwillfinditincreasinglydifficulttorunshiftsandmaintainanykindofleadership.
Payments
Justasyouhavealwaysdonewhenweaving,continuetomakesurethatwhenguestsputdowncreditcardsforpayment,serversarepickingthoseupandprocessingthemasquicklyaspossible.
Atmosphere
Themoreeyesandearswehaveontheatmosphereoftherestaurant,thebetter.Temperature,lighting,andmusiclevelaresomekeyelementsthatmakeuptheatmosphereatHefnerGrill.Ifpartofthefloorseemstoocoldorhot,alightbulbisout,oryounoticethemusicistoosoftorseemstoloud,letthemanagerondutyknow.
Makingsurethatconversationandcommunicationbetweenservicestaffstaysatanappropriatelevelisalsoveryimportant.Communicatingtheneedsoftheguestsshouldnotinvolveserversyellingateachotheracrosstherestaurantorthroughtheservicealleyinawaythatcoulddisturbthediningexperienceofourguests.
Notonlyshouldthevolumeofconversationbeappropriate,soshouldthecontent.Guestsdonotcaretohearaboutaserver’spersonallifeorwhattheydidthenightbefore.
Attitude
Simplyput,yourattitudeisapersonalreflectionuponyouasanindividualaswellasyourjob.Beingapositivethinkerwithagoodattitudewillhelpyoueffectivelyleadtheserversthroughouttheshift.Negativitybreedshostility—thisisnotaworkenvironmentthatisconducivetoourprimarypurpose—consistentlyexceedingourguests’expectations.Nottomention,thisisnotanenvironmentthatmostpeoplecaretoworkin.
Motivation
Therearemanywaystomotivatepeople.Themostsuccessfulleadersleadbyexampleusingpositiveencouragementandaccountability.Alwayspraiseinpublic,correctinprivate,andbeaself-motivator!
Uniform
Youruniformmustbeimpeccableatalltimes.Youaretheexampletoeveryotherserveronwhattheuniformstandardisforourrestaurant.Thisincludesbank,change,pens,lighter,andflashlight.Howcanotherserverstakeyourauthorityseriouslyifyoushowupatworklookingdisheveledandillprepared?
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Anticipation
Justasyouhavelearnedtoanticipatetheneedsoftheguestsinyoursection,likewiseyoumustlearntoanticipatetheneedsoftherestaurantbasedontheflowofguestintothebuilding.Ifthereisalargenumberofpeoplearrivinginthelobbyandbeingsat,youknowyouwillneedplentyofserversonthefloortomakegreets.Ifalargenumberofguestsareleavingthebuilding,makesurethereareplentyofserversavailabletohelpgettableswipeddownandre-set.Ifabigtopisbeingsat,haveservershelpgetglasswarepreppedwithiceandreadytomakeandrundrinksassoonasserversarrivewithdrinkorders.
Thinkingaheadwillhelpyoukeepupwiththevolumeofguestonthefloorandavoidhecticsituations.Alwaysmakesuretheserversarementallypreparedforabusyshift.DonotallowserverstocomeoutofPSTMandwanderaroundwaitingfor“therush.”Keepthemmovingwithcleaningduties,side-work,stockingorwhateverelsekeepsyourstaffreadyforaction.
Consolidation
Obviously,theabovementionedresponsibilitiescanbeoverwhelming,especiallyforanewshiftleader.Youmustconsolidatetheneedsoftheguestsontheflooranddelegateresponsibilitieseffectivelyoryouwillfindyourselfquicklyweeded.Practicewhatyoupreachandusethesystemofteamworkthatisalreadyinplacetoaccomplishtasks.
Youshouldbeleadingtheshift,nottheotherwayaround.Thelastthingyouwantistofindyourselfrunningaroundinapanic,barkingordersandactingflustered.Thisisthefirstsignofashiftleaderwhoisfailingtoleadtheshift.Youmustbethevoiceofreasoninthemidstofthechaos.Youmustbeapartofthesolution,notapartoftheproblem.
Summary
Althoughtherearemanythingsyoumustlearntobeawareofandresponsibleforasashiftleader,don’tfeeloverwhelmed.Youaresimply“powerweaving”andinsteadofonlykeepingyourheadonaswivel,youarealsolearninghowtohavea“bigpicturementality”.
Practicetheseskillsoneveryshiftyouwork,notjustyourshiftleads.BeforeyouknowitthesewillbehabitsthatwillmakeyouasuccessfulshiftleaderhereatHefnerGrill.
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Intheperformanceappraisalbelow,youwillbeevaluatedonyourabilitytomonitorandprovideleadershipintheareasdiscussedinthissection.Howwellwereyouabletocommunicatewiththeservers?Howwellwereyouabletodelegateresponsibilityandfacilitateupholdingourstandards?
PerformanceAppraisal
Item1
(Needsalotofattention)
2(Needssomeattention)
3(Meets
Standards)Seating Greets
Bev.Service TableMaint FullHands Payments
Atmosphere Attitude
Motivation Uniform
Anticipation Consolidation Leadership
Communication SHIFTDATE:AM/PM_____________________________________________TRAINERSIGNATURE_____________________________________________TRAINEESIGNATURE_____________________________________________MANAGERSIGNATURE___________________________________________COMMENTS:_____________________________________________________________________________________________________________________________________
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Day2
ServiceLineAwareness
Onthistrainingshiftyouwillagainopentherestaurantandsetthedayupforsuccess.Youwillagainhaveamirroredsectiontoyourtrainerandwillbesatascloseaspossibletothesamepaceastheyare.YouwillcontinuetopracticeyourFloorAwarenessskills,butinadditionyouwillfocusonServiceLineAwareness.Thedifferentareasincludedinthisarediscussedbelow.HotFoodHandsAsyouknowfromserverclassroom,hotfoodisthe#1priorityintherestaurant.Asashiftleader,youwilllearntobecomeevenmoreawareoftheneedforhandsinthehotfoodwindow.Byusingyourexcellentleadershipandcommunicationskillsyoucanhelpthemanagerinthewindowgethotfreshfoodatfasttoourguest.Beanexampleandrunlotsofhotfoodyourself.Coachandteachthestaffonconsolidationwithotherserverssothatwemaysellcompleteticketsmorequickly.SaladHandsMuchlikethehotfoodwindow,runningsaladsisveryimportant.Weneedtomakesurefastsaladsgooutquickly,andsaladsgoingoutwithhotfoodandsoldwiththeirtable’sentrees.Alwaysbeawareofthesaladwindow,especiallyatthebeginningandendoftheshiftwhenasaladexpeditermaynotbeinthewindowtosellthesalads.SideworkDuringthisshiftyouwillmaketheservers’sideworkboard,assigningadutytoeachserver.Throughouttheshiftyouwillmonitorhowallofthesedutiesaremanagedandperformed.AShiftLeader’ssideworkismakingsureeveryoneelse’ssideworkisbeingkeptupwiththroughouttheshift.Sideworkisnotsimplestockingupatthebeginningandendoftheshift;itisa“runningduty”.AsoneofthesevenstepsofserviceatHefnerGrill,serversshouldbekeepingupwithsideworkthroughouttheshift.
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Therearemanystrategiesforkeepingupwithsidework.ManyShiftLeaderssimplycheckadifferentsideworkeachtimetheyhittheservicelineintheirownweaving.Findonethatworksbestforyouandperfectit!Keepinmindwhichserversarezoningsoyoucanassigntheserverswhoaregoingtobeherethelatestthosesideworkswhichcannotbecompletelybrokendownuntilthelastguestleaves.RestroomChecksRestroomschecksshouldbedoneatleastevery30minutesthroughouttheshift.Donotsimplyrelyonatimer.Astheshiftleader,youshouldbemakingsurethechecksarebeingcompletedandthattheslipsarebeingfilledoutcorrectly.Makesureyouarefollowingupthroughouttheshiftandmakingsuretherestroomsarebeingcheckedoutthoroughly.FullHandsIn&OutAsserversarepracticingtheirsevenstepsofservice,theyshouldbemanicuringsectionsandcomingthroughthediningroomwithbothhandsfullontheirwaytothedisharea.AtHefnerGrillwepreferserversdonotcarrydishesupagainsttheirbodybecausewedonotwantuniformstobecomeunnecessarilydirtyduringtheshift.Soafewdishesand/orandhandfulofglasswareissufficientforfullhands.Onthewayoutoftheserviceline,serversshouldbetakingsectionsneedsoutwithhotfood,salads,waterpitchers,coffeepots,orextrateas.Thereisneverareasonforaservertoleavetheservicelineemptyhanded.Beawareoftheflowofserversastheygotoandfromtheservicelineandthediningroomandlounge.DishArea/Turn&PullAsyouknow,whenyoudropdishesatthedisharea,serversshouldbe“turningandpulling”cleandrydishesfromthebacktotheserviceline.Smallandmediumrounds,coffeemugsandglassware,hotteaurns,andanythingelsethatserversusethroughouttheshiftshouldbereturnedtotheservicelineoncetheyarecleanonacontinualbasisthroughouttheshift.SilverwareAwarenessoftheamountofrolledsilverwareintherestaurantisanotherimportantareaoffocusforshiftleaders.Supportstaffsuchashostessesandbussersoftensharetheresponsibilityofrollingsilverwarewithservers,butefficientshiftleadersareawareofhowmuchisonhandsandeitherletamanagerknowwhentherestaurantisrunningloworhaveserversrolltheappropriateamounttorestockfortheshift.
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MotivationOneofthehardestpartsofaShiftLeader’sjobiskeepingserversmotivatedduringtheshift,especiallywhenbusinessisslow.Oftenserverswillneedtheirshiftleaderstohelpkeepthemontask.ShiftLeaderscandeterserversfromstandingaroundinavarietyofways.Therearealwaysplentyofthingstodoandtonsofthingstocleanintherestaurant.Useyourimaginationandhelpkeepthestaffproductiveandmotivated! ConsolidationLookoutforcoachingandteachingopportunitiesontheserviceline,especiallywhenitcomestoconsolidation.Runninghotfoodisthenumberonepriorityinthebuilding,soserversshouldconsolidateonthesquirrel,atthedisharea,andwhenleavingwithbeveragesinordertohavehandsavailableforrunningfood.Thepurposeofthisshiftisforyoutolearnhowtobroadenyourawarenessoftheneedsoftheguestsandtherestaurant.Youneedtobuilduponthefloorawarenessskillsyoulearnedinthefirstshiftwiththesenewservicelineawarenessskills.Remember,keepyourheadonaswivel,havea“bigpicturementality,”andtrytoalwaysstayastepaheadofguestsneedsandtheserversonshift.
Notes:
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Ontheperformanceappraisalbelowyouarewillbeevaluatedonyourabilitytomonitorandprovideleadershipandcommunicationintheareaswediscussedinthissectionafteryoursecondtrainingshift.
PerformanceAppraisal
Item1
(Needsalotofattention)
2(Needssomeattention)
3(Meets
Standards)Uniform Attitude
Leadership Communication FloorAwareness HotFoodHands SaladHands Sidework Restrooms FullHands Hobart
Silverware Motivation
SHIFTAM/PM:_____________________________________________TRAINER’SSIGNATURE_______________________________________TRAINEESIGNATURE________________________________________MANAGER’SSIGNATURE_____________________________________COMMENTS_______________________________________________
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Day3
ServerCheckOuts
Inthistrainingshiftyouwilllearntheinandoutofhowtocheckserversoutattheendoftheshift.Althoughyouhavebeencheckedoutbyshiftleadersmanytimesbefore,nowyouareresponsibleforthemakingsureeveryone’ssectionsarecleanandallthestockingandcleaningiscompletedfortheshift.
AttheendoftheAMshift,youmostlikelywillbecheckedoutbythePMshiftleader.AttheendofthePMshift,amanagerwillbecheckingyououttomakesuresections,sidework,stocking,cleaning,andthebreakdownofstationswascompletedcorrectly.
ManagingtheZoneOncethemanagerzones,therestaurantstaffiscutdowntoonlytheshiftleaderandserversincertainzoningsection.Alltheotherserversarecutandbegincleaningtheirsectionsandrestockingorbreakingdowntheirsideworkstations.However,therewillstillbeguestsintherestaurantwhoneedtoreceivethesamestandardofservicetheyhavecometoexpecthereatHefnerGrill.Therefore,itisimportantthatyoumakesure:
o Serverswork“fronttoback”:ThismeansthattheneedsoftheguestsandthecleanlinessofthediningroomandloungecomefirstBEFOREanysideworkandsilverwarerollingthatmayneedtobedone.
o Serversperformtheirtasksinthisorder:sections,sidework,thensilverware.o HotFoodisstillthe#1Priorityintherestaurant!Duringthisslowtimetheremaynot
beahotfoodorsaladexpeditersoyoumustmakesureserversarenotignoringthewindowswhilecompletingtheirtasks.
Afteraserverhascleanedtheirsection,completedtheirsidework,androlledsilverware(ifapplicable),theyshouldgothroughyoursectionandperformanyneededtasks,includingbeverageservice,pre-bussing,paymentprocessing,greets,oranythingelsethatneedstobedone.Oncethisisdone,theservershouldbringyouacopyoftheircashoutwiththeirsectionandsideworknotedontop.Theyshouldtellyouwhattaskstheyhavecompletedinyoursection(orwhattheyareabouttodoforyou).
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Thisisaverycriticalpartofthecheckoutprocess.Theguests’needsmustalwayscomefirst.Youcannotrunaroundcheckingabunchofserverssectionsandsideworkandneglectyourowntables.Youmustbeabletodelegatetheneedsofyoursectionandtherestofthediningroomtootherserverswhileyouareperformingcheckouts.Thepointisnotforyoutohaveotherserverswaityourtables.Youmuststilloverseeandberesponsiblefortheneedsoftheguests.Youmustlearntocheckserversoutinanefficientmannerwithstrictattentiontodetail.
Donotletserversrushorpressureyou,yetdonotmakethemwaitaroundfor45minutesaftertheyaredoneeither.Sometimesthiscanbetricky,butitwilldefinitelybecomeeasierwithpractice.ContinuetowatchandlearnfromotherShiftLeadersandseehowtheymanagethezone.
SectionCheckOut Whencheckingoutserversections,herearethethingsyoushouldbechecking:
o Thetableiscompletelyclean,includingtheedges,underthesugarcaddiesandcondiments,andthetablebases.Thewoodgrainshouldfaceseat#1.
o Thechairs/boothsarecompletelyclean,includingthebacksandthelegs.Makesurethecracksinboothsarecleanandtheboothseatsthemselvesarewipeddownentirely.
o Thesugarcaddiesarecleanandstocked(notsostuffedfullthatyoucannotgetapacketout).
o Thesaltandpeppershakersarecleanandfull.Thecaddiesandsaltandpeppersarrangedaccordingtothespec.
o Silverwarearerolledcorrectly,seam-sidein,andareflushwiththeedgeofthetable.Theyarrangedaccordingtospec.
o Thefloorsbeneaththetableandinthesectionarecleanandfreeofdebris.
SideworkCheckOutYoualreadyknowhowtomakethesideworkchartandhowtomonitorserversastheymaintaintheirrunningdutiesthroughouttheshift.Utilizeyourrestaurantsideworksheetstomakesureeachsideworkiscompletedfully.Encourageserverstousethesheetsaswell,ratherthanaskyou,“nowwhatdoyouneedmedoto?”every10minutes.Cleanlinessneedstobea“floortoceiling”mentality.Iftheserverusesasideworkchecklistsandyouusethesamesideworkcheckliststocheckthemout,thentherewillneverbeaquestionofwhattheexpectationsareandwhattasksneedstobecompleted.Thiswillbethesamesheetthemanagerusestocheckyouout,sopayattentionandrequiretheserversyouarecheckingouttodothesame.Donotevertrustaserverthattheydidtheirsideworkandcleanedtheirsection.Whatevertheydonotdo,youwillbedoingwhenyouarecheckedout.
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CleaningDutyMakesureyouwritethecleaningdutyfortheshiftonthesideworkboardsoeveryoneknowswhatitisfromthebeginningoftheshift.Youdonotwanttoendupdumpingandwashingallthesaltandpeppershakersinthe50sbyyourselfatmidnightbecauseyouforgotitneededtobedone.Thelastserverinthesectionisresponsibleforthecleaningdutyifitrelatestothesections,suchascaddies.Ifitisinazoningsection,thezonersareresponsible.
GuestsPerceptionRememberthattheguests’needsmustalwayscomefirst.Theguestperceptionisthemostimportantperceptionintherestaurant.Theguestdoesnotunderstandnordotheycareaboutzoning,checkouts,oranythingelsethatdoesn’tdirectlyrelatetotheirexperienceatthetable.AlltheycareaboutisthattheyhaveagreatexperiencehereatCharleston’s.Yourjobistomakesureweexceedthoseexpectations.Wedonotwantthezoningorcheckoutprocesstointerfereatanytimewithourguestdiningpleasure.
EmployeeTable EmployeesmaysitattheemployeetableandorderfoodfromtheshiftleaderaftertheyhavebeencheckedoutfromtheAMshiftorbeforetheycomeonforthePMshift.Atthispointyouaretheirserverandshouldtreattheemployeetableasanyothertable,givingthesamegreatservicetoyourco-workersthatyouwouldgivetoanyguests.Promptpre-bussingandgreatbeverageserviceisamust.Notes:
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Inthefollowingperformanceappraisal,youwillbeevaluatedonhowwellyouwereabletouseyourleadershipandcommunicationskillstoeffectivelycheckouttheservers’sectionsandsideworkwhilecontinuingtomakesuretheneedsoftheguestsarebeingmetinthediningroom.
PerformanceAppraisal
Item1
(Needsalotofattention)
2(Needssomeattention)
3(Meets
Standards)Uniform Attitude
Leadership Communication SectionChk-Out Sidework-Chk-Out SLSection-Zone EmployeeTable
Efficiency AttentiontoDetail
Motivation FloorAwareness
ServiceLineAwareness SHIFTAM/PM_____________________________________________________TRAINERSIGNATURE_______________________________________________TRAINEESIGNATURE________________________________________________MANAGERSIGNATURE______________________________________________COMMENTS______________________________________________________
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Day4Sign-Off
Congratulations,youarealmostfinishedwithyourshiftleadtraining!Thiswillbeyourlasttrainingshift.Youwillcontinuetobuilduponwhatyouhavelearnedandapplyyourknowledgetothisshift.SofaryouhavelearnedhowtousethetwomostimportantattributesofsuccessfulShiftLeaders,leadershipandcommunication,tobuildthefollowingskills:FloorAwareness,ServiceLineAwareness,andServerCheckoutsAlthoughthereareonlythreeskillsetareas,youknowthatthereisagreatdealthatgoesintoeffectivelyexecutingthemduringashift.Thepurposeofthisshiftisforyoutoexperienceasoloshiftleadwhilehavingyourknowledgeandabilitiesevaluated.
PerformanceAppraisal
Item1
(Needsalotofattention)
2(Needssomeattention)
3(Meets
Standards)Uniform Attitude
Leadership Communication FloorAwareness
SrvcLineAwareness SectionCheckOuts SideworkCheckOuts SLSectionatZone
Motivation
SHIFTAM/PM__________________________________________________TRAINERSIGNATURE____________________________________________TRAINEESIGNATURE_____________________________________________MANAGERSIGNATURE___________________________________________
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TrainingFeedbackPleasetakeafewmomentstoevaluateyourshiftleadertraining.1.Onascaleof1to5,1beingnotreadyatalland5beingcompletelyready,howpreparedtoyoufeeltoshiftleadyourfirstshift? 1 2 3 4 52.Whatdidyoulikethebestaboutyourtraining?3.Whatdoyouthinkwecouldimproveoninourshiftleadertrainingprogram?4.Whodoyouthinkwasyourmosteffectiveshiftleadtrainer?Why?AdditionalComments:
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SHIFTLEADERTEST
*THISTESTISTOBETAKENBEFORETHESIGNOFFSHIFT*
*(__)=POINTSPOSSIBLE
_________________________________________________________________________________________________
TotalPoints=42 Score_________________
Date__________________
1. WhatistheroleofaShiftLeader?(2)
2. Whatarethethreeprimaryfunctionsofashiftleader?(3)
3. Beinganeffectiveleaderrequiresapersontobeabletoupholdthehighest
standardswhiletreatingpeoplewith_________________&
______________.(2)
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4. Listtwowaysthatweasshiftleaderscanpromoteanatmosphereof
respect?(2)
5. InordertoexecutethefunctionsofaShiftLeader,youmusthave
exceptional___________________,____________________,&
__________________.(3)
6. Whattwowayscanweachieveconsistency?(2)
7. Nowthatyouareashiftleaderwhattypeoffloorawarenessareyou
expectedtohave?(2)
8. List5aspectsofBevServiceyoushouldbeawareofasaShiftLeader?(5)
9. Whatdoyouneedtodothroughouteachshiftwhenyourealizeanother
serverisweeded?(2)
10. Asashiftleaderwhatarefiveareasoftheservicelinethatyouarein
chargeofmaintaining?(5)
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11. Whenzoningwhatarethreethingsyouwillhavetolearntomanage?(3)
12. Whencheckingoutasection,whatsixthingsshouldyoubechecking?(6)
13. Whatisthebestwaytomakesureaserverssideworkis completelydone
&donecorrectly?(2)
14. Whatshouldalwaysbeincludedonthesideworkboardatthebeginningof
eachshift?(2)
15. T/FWhendoingaPermormanceAppraisalwithaShiftLeadertrainee,youare
onlyevaluatingthemontheirabilitytoexecuteawareness,
communication,andfollow-throughintheirownsection.(1)