H+H Shift Leader Validation

Select date

Shop Name

Shift Leader Name

If any of the following are missing the Validation cannot continue. Which of the following are missing?

There is a shift briefing written up in the Task Manager
The 'prep' part of the Task Manager is complete to standard, including the daily walk through
There are no major safety breaches (if this is the case please stop the observation and prioritise addressing this)
None of the above

As close to the Shift Leader completing the morning walk through, carry out the same task to ensure that it is satisfactory. This should include allocation of tasks and details of actions to be taken.

Yes - the walk through is complete to standard and any appropriate actions taken
Yes - the walk through is complete, but something was missed
No - the walk through is complete and something was filled out falsley
No - the walk through is incomplete, but there is no 'safe + legal' breach
No - the walk through is incomplete, and there is no 'safe + legal' breach (this is a fail)

Are the different customer stations set up for speed + efficiency? E.g. barista has all milks + jugs available. Till station has change + takeaway packaging available. Condiment station fully stocked.

Yes - all stations meet this requirement
Mostly - one station doesn't meet this requirement
No - more than one station doesn't meet this requirement

Is there a contingency plan in place?

Have all of today's weekly tasks been assigned to a Hooligan?

Has the Shift Leader ensured the shop is ready for peak?

Observe a shift briefing being carried out? The next 6 questions link to this shift briefing.

Was the shift briefing full of Energy: motivational, exciting + within 2 minutes

Did the shift briefing show signs of Planning: how are we going to do this - who, where, when + breaks

Did the shift briefing include Goals: what needs to be achieved on this shift + any individual targets where appropriate

Did the shift briefing include a Review: weekly performance to date and recognition + feedback

Did the shift briefing include updates : weekly focuses, new promotions, procedures or products

Did the shift briefing include Engagement: team contribution - input, ideas, best practice

Can the shift leader assess servable or not servable?

Can you see that the shift is sales oriented? e.g. regularly replenished display + stock moved around to ensure display looks visually appealing + abundant. Use of sampling. Hooligan actively sells to our customers. Breaks are taken at appropriate times. Selling of appropriate day part products. Responds to weather.

During the shift are you able to see activities taking place that demonstrate the team working on the 2 weekly focuses?

Do you see that the team clean as they go?

When the shift leader had to work on a station, were they on the right station and did they avoid working there too long?

When you ask members of the team questions related to the shift briefing do they have the right answers?

Do you see the Shift Leader as an H+H ambassador where they demonstrate the behaviours expected from their team and look the part while doing so. e.g. With Energy, Productivity, Customer Interaction, Appearance, Following procedures. The next 5 questions link to the ambassador qualities.

Did the Shift Leader demonstrate the Energiser Strength : they show pace, intensity and a sense of urgency

Did the Shift Leader demonstrate Ownership Strength: following processes and never walking past something that needs doing

Did the Shift Leader demonstrate Pride Strength : the 'hot or not' standards

Did the Shift Leader demonstrate the Doer Strength : they get stuff done efficiently, demonstrating productivity

Did the Shift Leader demonstrate the Customer Passion Strength : regular interaction with customers on the shop floor

Do you see clear prioritisation where the Shift Leader is making the right choices first - the customer doesn't feel any pain?

On your visit, were you able to observe the Shift Leader handling the unexpected?

Does the shift leader take advantage of coachable moments - in both recognising a job well done or where development is required

At the end of your observation, invite the shift leader to debrief with you. This should happen in conjunction with the Task Manager and with close attention paid to the shift briefing.

The next 5 questions link to the debrief

Did the debrief include a detailed Sales Update : current, against daily target, against weekly

Did the debrief include a detailed customer service update?

Did the debrief include a detailed Labour update + review? e.g. right people, right time, right break times.

Did the debrief include a detailed Food update : display, availability + wastage

Did the debrief include a detailed Coffee Times update?

Please provide any specific feedback for the Shift Leader