Managing Shifts to Ensure a Quality Operation

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Managing Shifts to Ensure a Quality Operation
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• Human Resources Management and Supervision

OH 9-1
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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.

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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.

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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

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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.

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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.

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Setting Shift Goals

• Examples of goals
• To ensure quality service
• To reduce breakage
• To increase sales
• To decrease customer complaints
• To reduce food cost

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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?

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Principles for Scheduling Staff

• Consider the following information.
• Forecasted covers
• Actual reservations
• Historical customer patterns
• Other unusual situations

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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.

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Checklists

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

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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)

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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.

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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 restaurants exterior including entrance must
  be clean and attractive.
• The restaurants interior including restrooms
  must be clean and ready.

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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.

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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.

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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)

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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.

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Preshift Meeting

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

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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.

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Shift-End and Closing Checklists

• For front of the house
• For back of the house
• For money handling tasks
• For the facility

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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).

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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

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Information for Communication Logs

• Operational information
• How events have affected or will affect daily
  operations
• Critical incidentsevents that should be recorded
  in case of a potential claim or lawsuit
• Accidents
• Incidents
• Emergencies
• Food problem reports

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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.

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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?

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Key Term Review

• Banquet and catering log
• Bleeding the register
• Cash drop
• Chefs communication log

• Communication log
• Covers
• Critical incident
• Day part

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Key Term Review continued

• Dining room log
• Dining room managers communication log
• Fiduciary
• Labor chart

• Managers communication log
• Managers report
• Operating standards
• Point-of-sale (POS) system

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Key Term Review continued

• Postshift meeting
• Postshift review
• Preshift meeting
• Production sheet

• Reservation log
• Service period
• Side work
• Skimming

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Key Term Review continued

• Staffing chart
• Staggered schedule
• Standard operating procedures (SOPs)

• Standards
• Subpoenaed
• Work schedule
• Z report

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Chapter Learning ObjectivesWhat 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.