Managing Shifts to Ensure a Quality Operation

1. Managing Shifts to Ensure a Quality Operation • Human Resources Management and Supervision 9 OH 9-1

2. Chapter Learning Objectives • Explain tools helpful in assuring compliance with standards. • Discuss the importance of shift planning and goal setting. • Summarize procedures for scheduling staff. • Identify tactics for developing and using checklists to ensure use of proper procedures. • Describe the purpose and use of communication logs. • Describe procedures for conducting pre- and post-shift meetings. • Recognize critical incidents.

3. Standard Operating Procedures and Standards • Standard operating procedures define what steps people should take to do something. • Standards indicate levels of quality, speed, food safety, or hospitality that employees must demonstrate while doing their work. • Standard operating procedures and standards are needed to establish a foundation of “how things are done.”

4. Checklists and Communication Logs • Checklists • Help staff to remember and complete all tasks necessary for a successful operation • Communication logs • Record information about what happens on a shift • Allow managers to share information with managers on future shifts

5. Standards of Service and Quality • Operating standards identify correct ways of doing things. • Managers communicate standards when they provide employees with information about what to do and how to do it. OH 9-5

6. Standards of Service and Quality continued Hopefully, there is only one way to properly set this table in this dining room. The proper way is defined in standards, and staff are trained to use these standards every time every table is made ready.

7. Setting Shift Goals Examples of goals • To ensure quality service • To reduce breakage • To increase sales • To decrease customer complaints • To reduce food cost

8. Planning for a Shift Address the following questions. • Is there anything new or different? • Are there any special meals? • Was the room booked correctly? • When do we expect the highest demand? • Will reservations impact work flow?

9. Principles for Scheduling Staff Consider the following information. • Forecasted covers • Actual reservations • Historical customer patterns • Other unusual situations

10. Labor Charts Help with Scheduling • Help calculate the number of hours for which employees are scheduled. • Help assure that the correct number of hours are available to match estimated business volumes.

11. Checklists • Restaurant managers are busy, and the use of checklists can help them to remember what and when tasks must be done.

12. Checklists Help to Ensure Quality • Checklists can be designed for • Specific times (example: before the lunch shift opens) • Specific areas (example: dining room) • Specific roles (example: dining room manager)

13. Opening and Preshift Checklists • These help to ensure that everything is ready before a shift begins. • Managers should conduct a walk-through of assigned areas to ensure that all items on the applicable checklist are completed.

14. Opening and Preshift Checks for the Facility • The interior and exterior of the operation must be clean, safe, and presentable. • Safety hazards must be identified. • The restaurant’s exterior including entrance must be clean and attractive. • The restaurant’s interior including restrooms must be clean and ready.

15. Opening and Preshift Checks for Front of the House • Tables are ready. • Menus are clean and presentable. • Music is on and lighting is adjusted. • Side stations and self-serve stations are stocked, cleaned, and ready.

16. Opening and Preshift Checks for Back of the House • Equipment is clean, sanitized, and ready to use. • Appropriate ingredients are in workstation areas. • Menu specials are entered into the computer system. • Items are prepared according to production sheets.

17. Opening and Preshift Checks for Income (Cash) Examples • Counting cash on hand • Double-checking change in cash drawers • Reviewing the point-of-sale (POS) system • Issuing serial-numbered guest checks and recording this information (if handwritten checks are used)

18. How Would You Answer the Following Questions? • Statements about the correct way to do things are called _______. • A _______ schedule is one in which staff start and stop at varying, overlapping times. • Checklists are designed for specific times, operating areas, or _______ . • A _______ sheet explains what foods will be prepared for a shift.

19. Preshift Meeting These employees are participating in a preshift meeting so they will be ready to serve the customers when the operation opens.

20. Midshift Checklist • Assures that all staff are working effectively and efficiently, and that the facility remains in good order • Done by the dining room manager (front-of-the-house) and by the chef (back-of-the-house) • Managers must monitor the handling of money during the shift.

21. Shift-End and Closing Checklists • For front of the house • For back of the house • For money handling tasks • For the facility

22. Evaluating Shift Performance • Near the end of each shift as it slows down • Make notes about what happened. • Review security system camera information (if applicable).

23. Communication Logs Benefits • Help people communicate across shifts • Capture information that can identify patterns • Capture information to help protect the operation from liabilities Communication logs may be maintained • By the chef • By the dining room manager • By the banquet and catering manager • By the manager

24. Information for Communication Logs • Operational information • How events have affected or will affect daily operations • Critical incidents—events that should be recorded in case of a potential claim or lawsuit • Accidents • Incidents • Emergencies • Food problem reports

25. Managing During Shift Changes • Managers from the ending and next shifts should meet to discuss anything that affects the operation. • If possible, the incoming manager should read the log completed by the previous manager. • After-shift meetings can be conducted to discuss events and to provide feedback to staff. OH 9-25

26. How Would You Answer the Following Questions? • What are three times that checklists can be used to plan for and monitor operations? • Records used to indicate what happens during a shift are called _______. • Events recorded in case of a potential claim or lawsuit are called _______. • What are two times when postshift reviews are held?

27. Banquet and catering log Bleeding the register Cash drop Chef’s communication log Communication log Covers Critical incident Day part Key Term Review

28. Dining room log Dining room manager’s communication log Fiduciary Labor chart Manager’s communication log Manager’s report Operating standards Point-of-sale (POS) system Key Term Review continued

29. Postshift meeting Postshift review Preshift meeting Production sheet Reservation log Service period Side work Skimming Key Term Review continued

30. Staffing chart Staggered schedule Standard operating procedures (SOP’s) Standards Subpoenaed Work schedule Z report Key Term Review continued

31. Chapter Learning Objectives—What Did You Learn? • Explain tools helpful in assuring compliance with standards. • Discuss the importance of shift planning and goal setting. • Summarize procedures for scheduling staff. • Identify tactics for developing and using checklists to ensure use of proper procedures. • Describe the purpose and use of communication logs. • Describe procedures for conduct of pre- and post-shift meetings. • Recognize critical incidents.