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| Waiter Training Newsletter |
Pre-Shift Meetings
Some of the classiest, fanciest-schmanciest restaurants in the business do it. It’s a great way to jump-start the shift and get everyone on the same game plan of action.
Sometimes pre-shift meetings or, as they are sometimes called, “pre-show,” can get pushed off to the side because they aren’t given the right kind of attention. The meeting is usually only a few minutes in length; the person running the meeting has to have good information to fill that time frame.
What should go on in a pre-shift meeting? Who should run it? Obviously, the menu and specials have to be covered. Big and/or special parties need to be mentioned and any special functions related to the shift. To be most effective, they should also be interactive. Servers will get bored quickly if information is just being spewed onto them.
A different topic every shift should be discussed. To encourage interaction, tools and techniques can be discussed and why they work. Ask someone to demonstrate the proper removal of a plate in an awkward position, for example. There are servers who aren’t comfortable with these issues and they’re a little embarrassed to ask about it. Even if they think they’re comfortable with it, cover it! Someone will learn something from it, even if they don’t speak up.
The dining room manager or shift supervisor should run the meeting. They should have a clear plan of what they want to talk about. The pre-shift meeting isn’t a time to chastise or scold your staff. If you have to point out some bad habits or abuses, avoid naming the person. Just mentioning it will tell the offender that he/she is noticed and being watched for further infractions. Give him/her the benefit of the doubt; we all make mistakes and errors in judgement.
On the flip side, if someone has done something outstanding and fantastic, by all means mention his name and give him a round of applause! Everyone likes to be appreciated and patted on the back for a job well done. You’ll be sending the message that this is the kind of behavior that gets rewards and accolades.
If you have a staff that frequently has other issues on their minds while working, you might try some focus exercises. I like to bring in a small, Nerf-like ball and just randomly toss it to someone. My “random” choice is usually someone who looks like he isn’t totally into being at work. You’ll soon see who is focused and who isn’t. Watch as the evening progresses; a conscientious server will get herself focused and have a great night. Yet another server might not have been affected at all by the exercise. These little things tell you things about your staff.
Most pre-shift meetings require that staff is groomed, ties are on and all tools are at the ready. Staff is supposed to be “floor-ready;” that’s my term for being ready to serve and be seen by guests.
You don’t have to run a fancy restaurant to have successful, meaningful pre-shift meetings. It’s just another way to enhance your professionalism and your support of your staff. Give it a try; they are effective!
Training and information is the key! Contact me, Susie, at Waiter Training, either by phone or email. My business number is (720) 203-4615, and email address is Susie@waiter-training.com. Web address is http://www.waiter-training.com.
Excellence is an act won by training and habituation.
We do not act rightly because we have virtue or excellence,
but rather we have those because we have acted rightly.
We are what we repeatedly do.
Excellence then, is not an act, but a habit.- Aristotle
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