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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)