Page 15 - Running a Great Shift Learner Guide 1.1

Running a Great Shift Learner Guide

o Constantly listen, watch and coach
o Provide immediate feedback to team members on performance
o Praise team members publicly
o Coach team members privately
o Set clear expectations
o Build connections with guests
 Maintain awareness of shift performance:
o Food quality
o Ticket times
o Cleanliness
o Guest satisfaction
o Front door execution
o Service execution
 Lead the team!
o Have high standards and ask the same of your team
o Think and act proactively
o Delegate effectively; try not to “step in” until you’ve maximized your resources
 For example if you need food runners, ensure that there’s no one on the team that’s available
before you run food yourself
 This isn’t a lazy approach, it’s effective: your team needs you to oversee the entire shift
 Direct and teach first, helping appropriately when needed, rather than getting buried in a single
task or never helping
 Think about it: when is the last time you saw a football coach strap on his/her helmet?
o Be goal orientated, focus on accomplishment (achieving results) not just activity
o Be an effective problem solver; cure problems so they do not happen again
o Be a motivator
o Remain cool and calm under pressure
o Have fun

After Revenue

 Execute a ticket time post shift (refer to Ticket Time and KDS Learner Guide)
 Assess the performance of the shift and share the results with the team:
o Share the result of the shift’s contest
o Sales
o Ticket times
o QSAs (quality service assurance) – these are the mistakes made during the shift
o GCA (Guest check average)
o Labour
 Complete an incident report for any incidents that happened during the shift

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