oh 9-1 managing shifts to ensure a quality operation human resources management and supervision 9 oh...
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OH 9-1
Managing Shifts to Ensure a Quality Operation
Human Resources Management and Supervision
9OH 9-1
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OH 9-2
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.
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OH 9-3
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.”
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OH 9-4
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
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OH 9-5
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
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OH 9-6
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.
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OH 9-7
Setting Shift Goals
Examples of goals
To ensure quality service
To reduce breakage
To increase sales
To decrease customer complaints
To reduce food cost
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OH 9-8
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?
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OH 9-9
Principles for Scheduling Staff
Consider the following information.
Forecasted covers
Actual reservations
Historical customer patterns
Other unusual situations
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OH 9-10
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.
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OH 9-11
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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OH 9-12
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)
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OH 9-13
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.
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OH 9-14
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.
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OH 9-15
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.
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OH 9-16
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.
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OH 9-17
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)
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OH 9-18
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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OH 9-19
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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OH 9-20
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.
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OH 9-21
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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OH 9-22
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).
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OH 9-23
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
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OH 9-24
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
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OH 9-25
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
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OH 9-26
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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OH 9-27
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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OH 9-28
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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OH 9-29
Key Term Review continued
Postshift meeting
Postshift review
Preshift meeting
Production sheet
Reservation log
Service period
Side work
Skimming
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OH 9-30
Key Term Review continued
Staffing chart
Staggered schedule
Standard operating procedures (SOP’s)
Standards
Subpoenaed
Work schedule
Z report
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OH 9-31
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.