If you've worked hard and invested money to set up a sophisticated training system- workbooks, online training or videos, you might think your job is done. However, if this training isn’t consistently and successfully reinforced, it won’t matter how good the training materials are.
Constant reinforcement doesn’t have to be time consuming or costly. In fact one of the most effective ways to do this is through short and well planned pre-shift meetings. These are 10-15 minute sessions and are typically held just prior to a shift. These meetings present an opportunity to exchange ideas, test menu knowledge and highlight special dishes. They are essential for improving customer care and boosting check averages.
The most valuable shift meetings will be simple and informal. The attendees should be encouraged to actively participate. A simple rule to follow is to have them speak 80% of the time and the managers only about 20% of the time.
This time allotment allows managers to control the meeting by introducing discussion topics, and encouraging participation through questions and role play exercises.
Here are a few discussion ideas: Test menu knowledge through role play. Have, with the manager play the role of the guest and have the server recommend menu items.Discuss customer care, such as handling complaints or telephone etiquette.Describe the specials, and have the wait staff describe them back to you.Review forthcoming promotions or advertisements, or discuss any large parties or groups coming in that shift.You can brainstorm marketing ideas, sales goals or review average spend
When determining which topics to discuss at a shift meeting, it is important to consider the meeting from the employee's point of view or WIIFM (what's in it for me?). First, you must explain the benefits of putting what they have learned into practice. Second, you must identify the reasons why they should listen and participate. Typically, employees benefit through both increased knowledge and in gaining the confidence to do their job more effectively.
Managers should also…
Be prepared - set out objectives for the meeting beforehand. Organize all relevant support materials and be familiar with them well in advance of the meeting.
Avoid distractions -hold meetings in a place where there will be no distractions. Appoint someone to answer the telephone during the meeting.
Be enthusiastic - it is contagious. To develop enthusiasm and motivation, managers must lead by example.
Ask questions - direct questions to different individuals throughout the meeting. This ensures that everyone stays focused on the topics being discussed, and encourages dialogue.
Encouraging feedback – will ensure that employees understand the topics being discussed.
Free Training Guide! To help you to prepare your cast for the restaurant show performance, and as a small thank you for visiting the web site, we are offering a complimentary sampler of the Rehearsal Guide for pre-shift meetings. The guide is an extract from the Pre-shift Meeting Guide which is included with A Role in the Show training package. I hope you find the information useful.
Next month...How to use role plays for improving service and increasing sales.
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