Contents
Introduction to Shift Management
Shift Management Process
Pre-Shift
Managing the Shift
Post-Shift
Understanding Profitability
Knowledge Assessment.
Introduction to Shift Management
Shift management focuses on the big picture by fitting all the areas of the restaurant
together. As the shift manager, you have a different view of the restaurant than area
leaders do. You observe not only what is happening in each area, but also what is
happening between areas – you must solve problems across areas.
As you train to manage the entire shift, you will apply the area management and people
skills you learned to coordinate people and restaurant operations in all areas. You will be
working through the area as well as the crew to help you meet your targets and goals.
Communication between you and the area leaders is critical.
As the shift manager, you are responsible for the business results of your shift. In addition
to managing people, equipment, and product for fast, accurate, and friendly service, you
now will manage for profitability. You manage this responsibility by:
• Consistently meeting the standards for QSC
• Meeting and exceeding customer expectations.
• Following safety and security procedures to prevent accidents or theft.
• Managing restaurant controls (i.e., food and labour).
• Tracking Ops metrics
The process you use to manage the shift-
• Develop a pre-shift plan.
• Implement the plan.
• Conduct a post-shift analysis in preparation for your next shift
Pre-Shift
1. Working Day Before Shift:
o Review the schedule for the next day.
o Review sales patterns (promotions, upcoming special events, etc.).
o Check staff schedule and assign roles (e.g., cooking, packing, dispatching).
o Check inventory levels (ingredients, packaging materials, etc.).
o Review guest count/sales projections.
2. Upon Arrival:
o Observe cleanliness of the kitchen and storage areas.
o Greet the team.
o Read messages from the manager’s log or delivery platforms (e.g., Zomato,
Swiggy, Uber Eats).
o Communicate with the manager or supervisor to identify sales trends or
operational issues.
o Consult with delivery partners or aggregators if necessary.
3. Pre-Shift Preparation:
o Complete the Pre-shift Checklist:
Ensure all ingredients are stocked and prepped.
Check equipment functionality (ovens, fryers, etc.).
Verify packaging materials are ready.
o Identify shift priorities and secondary duties.
o Communicate shift targets to the team (e.g., order accuracy, delivery time goals).
o Check staff appearance, hygiene, and glove procedures.
o Maintain food safety standards.
o Ensure the kitchen meets the minimum level of QSC (Quality, Service,
Cleanliness).
During Shift
Shift Management:
o Prevent/handle bottlenecks in cooking, packing, or dispatching.
o Monitor high-risk zones (e.g., fryers, ovens, delivery dispatch area).
o Manage the shift by observing:
Cooking and packing efficiency.
Delivery dispatch timelines.
Staff positions and roles.
o Guide, encourage, and assist the team when necessary.
o Communicate progress toward targets (e.g., order accuracy, delivery times).
o Monitor progress throughout the shift.
o Address customer complaints or issues promptly (e.g., wrong orders, late
deliveries).
o Maintain safety and security during the shift.
o Conduct a "Travel Path" every hour (inspect all areas, set priorities, and take
action).
o Coordinate breaks for the team.
Post-Shift
1. Changeover:
o Evaluate results against shift targets (e.g., order accuracy, delivery times,
customer feedback).
o Recognize and reward staff for meeting targets or excellent performance.
o Changeover with the next shift’s manager or supervisor.
o Prepare deposit (if applicable) and reconcile cash/online payments.
o Review the schedule for the next day.
o Review sales projections and actual sales from the day.
o Check training schedules and promotional activities.
o Skim drawers and prepare deposits (if applicable).
o Thank the team and say goodbye.
2. Key Success Factors:
o Manager is visible on the floor, actively managing by observing cooking, packing,
and dispatching processes.
o Pre-shift Checklist is used.
o Shift Manager is certified and trained.
o Staff are positioned according to their roles and stay in position.
o Shift targets/information are communicated to all employees.
o Staff are recognized and rewarded for meeting targets or excellent performance.
o Shift manager addresses customer complaints promptly and ensures customer
satisfaction.
o Travel Path is conducted by the manager every hour.
Output:
A well-run shift with efficient order processing and delivery.
Systems Map maintained for smooth operations.
Additional Notes for Cloud Kitchens:
Delivery Partner Coordination: Ensure seamless communication with delivery partners
to minimize delays.
Order Accuracy: Double-check orders before dispatching to reduce errors.
Inventory Management: Track ingredient usage to avoid shortages or wastage.
Customer Feedback: Monitor online reviews and ratings to identify areas for
improvement.