Training Flip Cards
Why we have Manager Shifts
The 5 Steps of running a Manager Shift
Create an agenda for Team Positioning
Consider what you want to prioritise for the day?
Check yesterday’s performance as guidance: TO, Complaints, Stats
Engaged Employees — Optimal positioning with clear expectations & acknowledgement
Clean store — Role accountability, every 15th minute check, delegation & follow up
Person on Till — Appropriate person(s), 2nd Till activation, Clear expectations
Satisfied Guest — Give in-store feedback & Gather guest feedback
Team Position overview
Refresh or set Team Position Overview for the day (based on individual performance, Call outs & Un-assigned shifts)
— Visualise on Back og House & Shiftplan (tags)
Role Assignement
Assign all roles (Captains & Makers)
In-store feedback
1st Option — Acknowledging: Continuous feedback BTC focusing on acknowledgment and attention points
2nd Option — Constructive: Bring out the Juicer in the CA to deliver more in depth feedback
3rd Option — Summarizing: Evaluate by giving acknowledgement and feedback end of shift. Discuss role performance and agree on coming shifts = Personal Growth
Perform “Manager shift handover”
Perform Manager Handover Procedures. Who is responsible for the shift when BM is not present - Handing further the armband
How to lead the team BTC
Following actions should be performed daily on a Manager Shift:
- Leadership Presence - It should be clear for all Juicer & guests that “the Manager is here”
- Be aware - Ensure accountability for all areas of the store
- Maximise your effort BTC - When you are BTC, be 100% committed to working as a part of the team
- Acknowledgement - While working across stations, show that you notice good performance
- Be pro-active - Manager to handle in-store guest complaints by interacting with the guests
- Streamlined Communication - Manger to set up efficient communication channels
- Transparency towards the team - Constant communication about today’s plan and be vocal about changes
- Respect the team - Always notify the team when leaving the bar (as everyone should do)
- Feedback Culture - Be vocal about positive feedback and small corrections and handle negative feedback 1-1
- Create a strong Mgt Team - Delegate Mgt tasks to SMs to let Manager focus on what is needed & develop SMs ability to run a Mgt shift
- Develop & Guide Leads - Follow up regularly with leads developing them into being fully in charge of running a work-station
- Feedback Culture 2.0 - Build a culture of sharing feedback regularly to strengthen awareness of performance and flow in the bar
Appendix
All Managers are different, however, following the BTC circle can be a very effective way of running a Manager Shift and uphold the above 12 key actions.
