oh 9-1 managing shifts to ensure a quality operation human resources management and supervision 9 oh...

OH 9-1

Managing Shifts to Ensure a Quality Operation

Human Resources Management and Supervision

9OH 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 restaurant’s exterior including entrance must be clean and attractive.

The restaurant’s 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?

1. Statements about the correct way to do things are called _______.

2. A _______ schedule is one in which staff start and stop at varying, overlapping times.

3. Checklists are designed for specific times, operating areas, or _______ .

4. 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 incidents—events 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?

1. What are three times that checklists can be used to plan for and monitor operations?

2. Records used to indicate what happens during a shift are called _______.

3. Events recorded in case of a potential claim or lawsuit are called _______.

4. 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

Chef’s communication log

Communication log

Covers

Critical incident

Day part

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Key Term Review continued

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

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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 (SOP’s)

Standards

Subpoenaed

Work schedule

Z report

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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.