Shift Into Overdrive Workshop PDF

Welcome to Shift into Overdrive! Your Coach will lead this workshop. **Shift into Overdrive allows you to take a step back and watch a shift and its leaders in action.** Before today's workshop, you should have spent time covering all the topics in your learner journal, up until this point. This is...

Welcome to Shift into Overdrive! Your Coach will lead this workshop. **Shift into Overdrive allows you to take a step back and watch a shift and its leaders in action.** Before today's workshop, you should have spent time covering all the topics in your learner journal, up until this point. This is the point where you put you share what you have learned with your Coach. You will do this by putting everything you have learned so far into practice through discussion, activities, and observation. This workshop will help you become even more effective in your role and achieve your ultimate goal of delivering great Guest experiences for every Guest, every time.**\ ** **Learner\'s Journal** This learner\'s journal will help you follow along during the day. There are plenty of places to capture notes for yourself so that the guide can serve as a useful reference for you when you are running a shift on your own. **The Role of Your Coach** The role of the coach is to spend the day guiding you through the Shift Management Process using all the tools, processes, and procedures you will use on every shift. You will be on and off the floor during the day. You will work with your Coach to have a 'big picture\' view of the shift, noting operational strengths and opportunities. This will allow you to improve your skills and behaviors when you're leading your own shifts. **Top Tips for a Successful Workshop Experience** - Be professional. Please keep your comments positive throughout the day. - Demonstrate your awareness of how each area of the restaurant should function, including delivering hospitality and engaging with Guests and employees. - If you ask Crew a question and they don't know the answer, remind them that it is OK, and say "Thank you" with a smile. - Be curious. Ask your Coach questions. - Be courageous and let your Coach know if you are unsure about anything. - **Preparing for Shift Into Overdrive** - Soon, you will spend dedicated time with your Coach shoulder-to-shoulder in your restaurant, as you work through a full shift. - - To prepare for that, remind yourself of the tasks a Shift Leader needs to complete for Pre-Shift, During, and Post-Shift - Read all communications from the restaurant team to make sure you have an awareness of any issues that might impact your shift before it starts. - Review the schedule for your upcoming shift and ensure enough staff are scheduled, taking into consideration promotions and initiatives. - Complete your positioning plan and include any training needs. **Pre Shift** **Learn More** - Read all communications from the management team to ensure you are aware of anything that might impact your shift on the day. - Discuss previous shift with Shift Leader, including relevant information from the day that will impact the shift, including any opportunities, trends (e.g., Sales/GCs or product mix trends), problems, or barriers for which you will need to take action. **Shift Planning** - Complete the Pre-Shift Checklist as you complete your travel path. From this, you will create and prioritize a to-do list. - Review any relevant product mix trends. Check if any items are unavailable and confirm what action has been taken. - Review Sales and /GC trends for the shift for any adjustments you may need to make to your positioning\ Review people positioning plan and adjust accordingly to ensure the right amount of people, in the right places at the right times. - Ensure you have enough initiation points prepared for the expected volume. - Set and communicate targets to the Crew, as well as their secondary responsibilities. During The Shift - Conduct regular travel paths to prioritize, delegate, and follow-up with: safety and security, QSC, Guest experience, appearance. - Positioning crew according to positioning guide and coordinating breaks according to your plan. - Prioritize and eliminate any service, production, and quality barriers by anticipating and reacting to danger zones. - Complete all necessary Food Safety checks to ensure food safety and quality food. - Coach, empower, and assist Crew when necessary. - Use data to review progress towards targets. - Recognize and reward Crew for performance excellence. - Role model hospitality interaction with Guests, talk with them frequently, and ask about their experience. - Maintain safety and security of Guests and Crew and ensure cash procedures are followed. - When necessary, follow the Guest recovery process and handle complaints promptly and politely. - As Crew finish their shift, acknowledge and thank them for their contribution. **Post Shift** - Diagnose actual results compared to projected shift targets. - Recognize and reward Crew for meeting shift targets and for their performance. - Complete post-shift checklist. - Ensure that any items on your action list from your pre-shift and travel paths have been corrected. - Communicate with incoming Shift Leader any opportunities, trends, problems, or barriers of which they need to be aware. - Reflect on what went well and areas for improvement. - Decide how to improve next shift. **Pre-Shift Planning** A successful shift begins with consistent planning and preparation. In this section, you will learn how to set your shift up for success by implementing a thorough Pre-Shift routine. Pay special attention to the unique details of pre-shift planning for your restaurant.   Have a brief conversation with your Coach to help you understand pre-shift routines: - What are pre-shift routines? - Why are they important? - What tool does your restaurant use to complete your pre-shift routines? **People Positioning** One of your most important tasks as a Shift Leader is to ensure you position your people appropriately to best delight your Guests. People Positioning decisions have a big impact on the Guest experience and shift operations in general. Having the right people in the right place at the right time makes a shift work. In preparation for your conversation with your Coach, use this page to capture any observations or thoughts on people positioning: **Pre-Shift Routines** **Targets** **During your Shift Into Overdrive day, you will be looking at what and how targets have been set and how they progress through the day.** **Communicating with the outgoing manager** As you entered the restaurant, you observed how the shift is set up from a Guest\'s perspective. Now you will have the opportunity to speak to the outgoing manager. **Pre-Shift Checklist and Travel Path** To kick off your pre-shift routine, you will use the pre-shift checklist for your restaurant. To complete the checklist, you will perform a detailed pre-shift travel path. **Your Coach will demonstrate how to complete both the checklist and the travel path.** Key areas that you will always want to think about during your pre-shift checklist and travel path are identified in the diagram below. Below this diagram is a place to note key insights and tips from your Coach about each area. **Leading the Shift** **The majority of your Shift Into Overdrive Day will be spent working to learn "the art of shift management".** **During Leading the Shift, your role will be to:** - **Apply your knowledge and challenge your own thinking.** - **Show your keen observation skills that allow you to be in the present moment and anticipate future needs.** **Before beginning the Leading the Shift Observation, have a conversation with your Coach to get ready for the on-the-floor observation.** **Leading the Shift Discussion** Before moving on to the floor to observe the shift, you will have an opportunity to discuss with your Coach the following skills and behaviors that, as a Shift Leader, you will need to deliver a well-run shift. - Making quick, effective decisions  - Using conditions-based thinking - Understanding how each system or operating area has been designed to work - The importance of using the Observation Zone - The ability to observe and promptly action danger zones - How to position the team to keep a balanced shift People positioning (including optimizing your team, scaling, and flexing) **Conducting a Travel Path** To start, with your Coach, conduct another travel path and check up on how the shift has progressed since your last time on the floor. This time, you will lead the walk-through and describe what you are looking for, what you are observing, and the decisions you want to make.   **What to Look for** For each section below try to capture: - Your observation of the area.  - How you would prioritize any issues in the area? - Who could you delegate the issue to? **Leading the Shift Observation** **You and your Coach will spend 60 minutes observing the current shift.** Remember all that you have learned about shift balance and how that is created. As you complete these activities, take any opportunity to interact with Guests and \"make a connection\". **Leading the Shift Experience - 20 minutes** Observe the team in action, considering the following: - Crew -- are they demonstrating the behaviors and procedures for their role? - Shift Leader -- are they optimizing their team? - Is the team delivering on the Make it Promise? **Leading the Quality Experience - 20 minutes** Observe the production areas, (kitchen, beverage, fries) considering the following: - Are all procedures and systems in place? - Is the team responding appropriately to changing restaurant conditions and danger zones? - Are people positioned to optimize the team? (scaling) - What strengths and opportunities have you observed of the Area Leaders? **Leading the Service Experience - 20 minutes** Observe the service areas, (Drive Thru, counter, guest areas, Kiosk) considering the following: - Are all procedures and systems in place? - Is the team responding appropriately to changing restaurant conditions and danger zones? - Are people positioned to optimize the team? (scaling) - What strengths and opportunities have you observed of the area leaders? - **Taste of Quality** - Food safety, along with health and safety and security, will be your number one priority as you start to run your own shifts. - - Your Coach will spend some time **observing you **as you complete the food safety checks, including beef integrity. **Reward and Recognition** Being a successful Shift Leader means understanding the power of reward and recognition of the crew, peers, and leaders.