The Fastest Way to improve your in restaurant Guest Experience – the Pre-shift Huddle:

Industry experience tells us that pre-shift huddles can be the most effective way to quickly and dramatically impact your restaurant’s guest experience through your team.  We all know they are important and we all know we should hold them but all too often the day gets busy and we simply ‘don’t get around to it’.  Catch yourself now and ensure they become part of your leadership’s team every day habit; it can be the most important 10 minutes of your day.  Here are a few tips to help you get the most out of these Huddles:

• Involve everyone.  Your whole front of the house and back of the house team should be in on the huddle putting the whole TEAM on the same page.

 

• Look – use the pre-shift huddle to ensure your team is prepared for the shift and is wearing their uniform properly and with pride.

 

• Be prepared – go to your huddle with a few notes to ensure you are covering the most important points and are not simply covering whatever comes to mind.  Ensure you are effectively communicating that shifts key priorities. You might cover topics such as specials, promotions, any service or product watch outs, any large party reservations, goals and expectations for the shift, service opportunities, sports schedule, etc.  Don’t cover everything, just the most important points.

 

• Taste – bring a plate of food, or drink, of what we are promoting that night.  It is easier for our staff to promote a new dish if they have eaten it themselves and agree it is great.

 

• Keep it short – less than 5 minutes for sure before lunch and before dinner rushes.

 

• Be positive and have fun – keep your energy up and be enthusiastic – this huddle sets the tone for the shift so get your team started on the right note.

 

• Listen – ensure that you listen to your team and respond to their input, questions and feedback.  Use this shift to publicly commend employees who deserve public praise.  Your team wants to do a great job, simply give them the tools and direction they need and pre-shift huddles are the best way to do that.

 

Thank You,

Chris Sonnen

President of Shoeless Joes Sports Grill