Ensure a nice-looking Counter Product Display
Activating on the Go
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Learning Objectives
The Manager and Trainer should work towards achieving the below learning objectives during the on-top training & practice-on-shift culminating in a passed validation.
Learning Objectives: How to position yourself as a Shift Manager to delegate tasks and activate team based on traffic to optimise store performance
1. Position yourself strategically - as a Manager for maximum team and guest oversight.
2. Lead the team verbally - and actively throughout the shift.
3. Use "Activating-on-the-Go" - to optimize store performance in real-time.
4. Balance Till Speed, Product Speed, and The Look - for seamless operations.
5. Take immediate action - based on observations to maintain high standards.
6. Delegate tasks effectively - to ensure store readiness at all times.
7. Maintain a proactive leadership presence - to drive team efficiency.
Introduction
There are many tasks required to operate the store on a daily basis. These can be administrative like shiftplanning and stock count, or others that require you to step away from the bar such as stock handling, cleaning or DOC. However essential these tasks are to the store, when you are a Manger on shift, it is important to realise where you create the most value to the store performance.
How to Position Yourself as a Manager
As a Manager, you will always create the most value when you are positioned to have the best overview of both the customer area and the team BTC:
Typically, the two best positions on a Manager’s shift are either:
- BTC in the middle of the team: This position allows you to see the team close up in detail, while keeping the overview of the guest areas
- In the Customer Area: This position gives you a great perspective of the guest areas and counter areas in detail with an overview of the team behind the bar.
Why are these two positions so valuable for a Manager? Because the Manager role is to lead the team throughout the different periods of the day, whether it is busy or slow traffic. A Manager’s ability to verbally lead, direct, and activate the team when working BTC is such a vital skill for optimising the store performance. You cannot verbally lead, direct or activate the team while being in the stockroom.
What is Activating on the Go
It is a tool for a Manager to use to provide leadership presence throughout the day. The concept of ACTIVATING-ON THE-GO is how you actively squeeze every drop of potential out of each moment while you are on shift. Using it will help you stand out as the Manager, and guide you in how to act, react and lead the team.
This type of leadership skill requires discipline. You need to be fully committed to consistently look at the team and the store, then be vocal and activate the team according to what you see. By doing this, you will see a significant change in how your team reacts to you as a leader but more importantly, your natural sense of leadership will develop as a Manager.
How to Activate-on-the-Go
You must first understand the different areas of the store, which must be balanced at all times. A store can be split into 3 key performance parameters.
1) TILL SPEED
Taking orders from the guests to ‘KILL THE QUEUE’ and create more opportunities for other guests to come in.
Tool: Assign Till Captain & Activation of 2onTill
2) PRODUCT SPEED
Making high quality products while executing the List in good time.
Tool: Team Positioning and Balance out the List
3) THE LOOK
Maintaining guests areas: (Customer Area, Toilets, Outdoor area) to prepare for more guests arriving at the store.
Display: Clean and re-fill displays to maintain a welcoming look for the guests.
Station cleaning: Activating the team to refresh the station to be ready to make more products.
Tool: Cleaning-on-the-Go, Re-fresh Customer Area & Shiftchange.
It is about balancing out the different areas of the store while handling the guests simultaneously.
Imagine that these 3 parameters are visualized in a bar-graph diagram. The higher the bar-graph is, the better the condition for that specific area. The lower it is, the worse the condition for that area. Each bar-graph is affected by how the Bar Manager directs the team’s focus towards that area and activates the operational tools. During the day, it would be impossible to maintain all areas at the perfect level because every time a guest enters the store, the 3 parameters will be affected while handling the guest’s order.
So, what does this look like in action, during a typical store situation?
Sum up - What makes a store perform?
You want to position yourself to focus on activating everything to do with the team and the guests. The purpose of Activating-on-the-go is to direct the team.
Of course, cleaning tasks, counts, deliveries, and shiftplan structures are still the backbone of any performing store. It needs to be done – BUT THIS IS NOT WHAT MAKES A STORE PERFORM. The performance is based on our brand’s core foundation, which is the experience we create for our guests when they visit our stores. The guest experience will not necessarily be great just because we have all the goods in stock and an optimal shiftplan. Rather the experience will be determined by how the team is led by a Manager, a leader who actively directs the team to achieve the best possible performance at that moment. This makes the Juicers confident in you as the leader because they know their Manager is in control and takes charge of the situation they are in. The Manager’s ability to activate a team is what can truly drive a store’s performance.
The most successful Managers have a strong sense of verbal leadership through their constant on-the-fly adjustments with the team BTC. So, the performance starts when the Manager positions themselves correctly to first assess the situation and then activate the team.
Daily Operational Performance On Shift
Now, we have dived into how the Manager has to balance their work and management of people based on what goes on in the store. But what about when the store is just running and the aim is to operate the store at the highest level possible?
Management-on-the-go
Observation
The Manager must always remain attentive to everything happening within the store's 4-walls. When an observation is made, they should identify the issue and take appropriate actions to address it.
Issue
The Manager should clearly identify what the issue is and why it’s a problem based on their observation.
Action
Once the issue has been identified, the Manager should determine and implement the correct actions. These actions will vary depending on the complexity of the issue. For example, it might involve scheduling Juicer training or resolving a minor problem on the spot. Regardless, it’s crucial for the Manager to either take action personally or delegate the task effectively.
Outcome
After addressing the issue, the Manager has achieved the desired outcome. If the issue is ongoing, the Manager should communicate with the Store Manager and implement preventative measures to ensure it doesn’t recur.
The Usual Scenario:
Observation:
The Manager notices a juice cup left on a table in the Customer Area.
Issue:
The Customer Area must remain clean and tidy at all times to appear welcoming and inviting.
Action:
The Manager asks a fellow Juicer to clean the Customer Area.
Outcome:
The issue is resolved, and the Customer Area is now clean and inviting.
The More Complex Scenario:
Observation:
The Manager notices low stock of send out material, dirty work stations, and no set team positioning as the lunch rush approaches.
Issue:
The store is unprepared for the lunch rush, risking long wait times, no organization of team positioning, with a chance of reduced guest satisfaction.
Action:
- Delegate restock and cleaning of workstations to the team.
- Assign team members to team positioning roles.
- Ensure that the store is ready for the lunch rush.
Outcome:
The store is clean, fully stocked with send-out materials, and the team is positioned and aligned for the lunch rush. This results in smooth operations, low waiting times, and satisfied guests.
It’s crucial that a Manager never remains passive after making an observation. Identifying an issue is only the first step—what truly matters is taking decisive action to address it and striving for the best possible outcome. Whether resolving the issue themselves or delegating tasks, a Manager’s proactive response is key to maintaining a well-functioning and inviting store environment.
Core Principles of "Management-on-the-Go"
If every team member were fully trained and consistently performing at the highest level, there would be no need for a Manager on Shift. However, in a dynamic and fast-paced work environment like Joe & The Juice, this is rarely the case.
When the store faces challenges in performance or guest experience, it becomes the Manager’s responsibility to take the necessary actions. This includes following up with the team, providing essential guidance, sharing knowledge, delegating tasks, or stepping in with a helping hand to ensure the store operates smoothly and maintains high standards.
How does the Shift Manager know if they should take action
If an issue falls under any of the following categories, it is the Shift Manager's responsibility. Essentially, the Shift Manager should oversee everything that occurs within the four walls of the store. This is also referred to as 4-wall operational performance.
There will be endless scenarios which will impact the operational performance of the store. However, this example illustrates what the Manager should prioritize and manage when facing typical scenarios. Regardless of the issue, the Manager should first observe it to assess the situation, then use the available tools to find a solution and restore the store to optimal operational performance.
If the Manager’s capabilities fall short, they should contact the Store Manager to ensure issues are resolved and the store maintains high performance.
How to videos
Practice learnings objectives: On-shift
Learning objectives in practice:
Position Yourself Strategically → Stay where you can see everything—Juicers and guests.
Lead Verbally & Actively → Keep the energy up! Give clear directions, motivate, and lead by example throughout the shift.
Use "Activating-on-the-Go" → Adjust in real-time! Shift team positioning, restock, or speed up product making to balance parameters.
Balance Till Speed, Product Speed & The Look → Keep the flow smooth! Fast service, top quality, and a clean store—simultaneously.
Take Immediate Action → If you see an issue, fix it now! Small problems become big if left unchecked.
Delegate Tasks Effectively → Everyone should have clear responsibilities—no wasted time, no confusion.
Maintain a Proactive Leadership Presence → Stay ahead of the game! Anticipate needs, solve problems fast, and keep the team engaged
Following exercises must be carried out as part of the training:
Cleaning Tasks
Clean Seating and Tables
Clean Trash Bins in Customer Area
Deep Clean Centrifuge
Clean Bar Bins
Clean Bar Lamps + Speakers
Clean Cleaning Tools
Clean Drains
Clean Floor Panels
Clean Menu
Clean Toilets
Clean Walls and Pictures
Clean Fridges
Deep Clean Stockroom + Fridges
Clean Bar Front
Clean Bar Filters
Clean Dishwasher
Clean Centrifuge Cave
Deep Clean Mazzer
Deep Clean Mythos
Deep Clean GB5
Clean Blender
Clean Centrifuge
How to handle Cleaning Detergents
Dishwasher Detergent
Cafiza
Multipurpose
Clean Seating and Tables
Clean Trash Bins in Customer Area
Deep Clean Centrifuge
Clean Bar Bins
Clean Bar Lamps + Speakers
Clean Cleaning Tools
Clean Drains
Clean Floor Panels
Clean Menu
Clean Toilets
Clean Walls and Pictures
Clean Fridges
Deep Clean Stockroom + Fridges
Clean Bar Front
Clean Bar Filters
Clean Dishwasher
Clean Centrifuge Cave
Deep Clean Mazzer
Deep Clean Mythos
Deep Clean GB5
Clean Blender
Clean Centrifuge
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