Shift Management Verification and Coaching Tool

• Site conducted

  Select

• Date Conducted:

  Date

• Prepared by

• Location
  Address

• Who are you Verifying?

• Type of Verification

  Select

• Time of Day (peak):

TARGETS

• Kitchen Times-KVS

• Target:

• Actual:

• Service Times-DT-OEPE

• Target:

• Actual:

• Speed of Service-FC-R2P

• Target:

• Actual:

• Any other Targets:

• OTHER TARGET:

• OTHER ACTUAL:

Evaluation:

• Pre-Shift.

• The day before the shift – adjust positioning based on sales trends and crew shift changes

  Yes

  No

  N/A

• Pre-shift checklist is properly completed and priorities set under the Prioritization Matrix

  Yes

  No

  N/A

• Prioritize opportunities from the Prioritization Matrix on the pre shift checklist and address them

  Yes

  No

  N/A

• Communicate with previous shift manager about problems/issues that needs to be corrected

  Yes

  No

  N/A

• Coach and follow up on guest centric behaviours

  Yes

  No

  N/A

• Equipment: Ensure assigned daily/weekly PM/cleaning tasks are completed

  Yes

  No

  N/A

• Product: Stock for 24/2 (24 hrs. dry and 2 hrs. frozen/refrigerated) (use the MFY charts to verify)

  Yes

  No

  N/A

• Set shift targets, goals and other relevant information

  Yes

  No

  N/A

• Communicate shift targets, goals and other relevant information to all crew and managers

  Yes

  No

  N/A

• Manage the Shift

• Monitor and communicate progress towards targets every 15 minutes (pull POS reports)

  Yes

  No

  N/A

• Conduct travel path every half hour and set priorities

  Yes

  No

  N/A

• Prioritize travel path opportunities and take action

  Yes

  No

  N/A

• Manage from observation zone to assess shift effectiveness

  Yes

  No

  N/A

• Open 2nd side of prep table as needed/ 2nd side prepared at all times

  Yes

  No

  N/A

• Fry/hashbrown person, and beverage specialist scheduled according to Shift Preparation tool / VSPT

  Yes

  No

  N/A

• Open second side of prep table (4th person in the kitchen area) and based on transaction counts

  Yes

  No

  N/A

• Drive-thru – Split order taking from cashier at 4th DT crew

  Yes

  No

  N/A

• Ensures SIP (Stay In Place) is followed at all times. Effectively utilizes the anchor person

  Yes

  No

  N/A

• Responds to Danger Zones appropriately (Drive-thru, Front Counter, KVS, Fries, and Beverages)

  Yes

  No

  N/A

• Effectively prioritizes and makes decisions using the Decision-Making Model

  Yes

  No

  N/A

• Manage Through Others

• Gives clear direction and follows up on delegated tasks

  Yes

  No

  N/A

• Observes behaviour and provides specific feedback (appreciative and constructive); use of the 5 step coaching model

  Yes

  No

  N/A

• Communicates and works regularly through Area Managers

  Yes

  No

  N/A

• Ensure Service Quality & Speed

• Demonstrate, coach and follow up on guest centric behaviours

  Yes

  No

  N/A

• Observes service procedures and gives appreciative and constructive feedback; use of the 5 step coaching model.

  Yes

  No

  N/A

• Observe service crew completing and delivering products to guest

  Yes

  No

  N/A

• Ensure Guest Satisfaction

• Seeks guest feedback during each travel path

  Yes

  No

  N/A

• Recognizes and rewards crew and managers who elevate the guest experience

  Yes

  No

  N/A

• Follows guest recovery process when necessary (Listen, Apologize, Solve the Problem, Thank the Guest)

  Yes

  No

  N/A

• Ensure Food Safety and Sanitation

• Ensures Daily Food Safety Checklist is completed properly

  Yes

  No

  N/A

• Clean towel buckets contain proper concentration of sanitizer solution. Lids on and tethered

  Yes

  No

  N/A

• Ensures all employees are healthy and following proper handwashing procedures

  Yes

  No

  N/A

• Responds to food safety issues immediately and solves the root issue

  Yes

  No

  N/A

• Coach and follow up on proper food handling/preparation procedures, including raw product quality and all code dates

  Yes

  No

  N/A

• Ensure Cleanliness

• Ensures Clean As You Go is followed and all areas of the restaurant are clean, sanitary and clutter free

  Yes

  No

  N/A

• Ensures washrooms are odour free, clean and in good condition

  Yes

  No

  N/A

• Ensures outside lot and dining room is clean and free of debris

  Yes

  No

  N/A

• Ensure Food Quality

• Monitors cabinet levels, charts up to date and followed. Communicates to employees cabinet levels

  Yes

  No

  N/A

• Monitors UHC, bakery display and beverage area’s for correct holding times

  Yes

  No

  N/A

• Observes kitchen procedures and gives appreciative and constructive Feedback; use of the 5 step coaching model

  Yes

  No

  N/A

• Monitors finished product quality – conducts random product check.

  Yes

  No

  N/A

• Ensures there is no extra product in the HLZ/OAT

  Yes

  No

  N/A

• Maintain a Safe and Secure Restaurant

• Ensures a safe work environment for all employees and guest

  Yes

  No

  N/A

• Ensures stock areas are kept secured when not in use and follows back door policy

  Yes

  No

  N/A

• Follows and enforces all safety procedures-including safety vest use

  Yes

  No

  N/A

• Adheres to cash security procedures by ensuring banking and deposit procedures are followed-not during peaks(except Garda visit)

  Yes

  No

  N/A

• Build Employee Commitment

• Casts a positive shadow and creates a motivating environment for the team

  Yes

  No

  N/A

• Communicates progress towards shift targets, goals and other relevant information to all crew and managers

  Yes

  No

  N/A

• Monitors execution of training plan-is there constant coaching happening on the floor?

  Yes

  No

  N/A

• Uses incentives to reward employees for achieving targets

  Yes

  No

  N/A

• Demonstrate Excellent People Skills

• Gives regular constructive and appreciative feedback to crew on how they are performing

  Yes

  No

  N/A

• Uses behaviour (not personality) statements to tell crew what they are doing well and how they can get better

  Yes

  No

  N/A

• Demonstrates patience with crew when they are learning or when they make mistakes

  Yes

  No

  N/A

• Enforces all applicable laws and policies (Discrimination, Harassment, Wage & Hour, and Violence in the Workplace)

  Yes

  No

  N/A

• Offers support and assistance to help others improve their performance

  Yes

  No

  N/A

• Post-Shift Analysis

• Compares results to targets and record them on the Pre-shift checklist (page 2)

  Yes

  No

  N/A

• Provides feedback and recognition to crew for meeting targets

  Yes

  No

  N/A

• Talk with the next shift manager about: shift targets, goals and other relevant information results

  Yes

  No

  N/A

• Communicate shift priorities from the Pre-shift checklist to next Shift Manager and resolves any opportunities before leaving

  Yes

  No

  N/A

• Communicates to other managers using the log book, email or messaging

  Yes

  No

  N/A

• Creates initial plan for next shift

  Yes

  No

  N/A

• Verifies punch in/out’s for the shift

  Yes

  No

  N/A

• GRAND TOTAL:

• Out of 62 possible points:

Feedback

• Coach: List the opportunity item(s)

• Coach: List the strengths participant displayed during shift

Point Scale

• Point scale to determine next steps

• 57 to 62 - Congratulations! Verification is complete

• 53 to 56 - Review procedures for items missed (under the opportunity section above). Coach will place a check in the box on the right column when procedures have been corrected

• 0 to 52 - Review the feedback, practice the items you missed, and schedule another verification

Next Verification (If needed):

• Next Verification Date (If needed):

  Date

• Coach:

  Sign

• Employee:

  Sign