MANAGEMENT FUNCTIONS: F.O.H.
Updated Jun 09 (ex Admin)
Videos to watch:
F.O.H. Procedures: ______/ ______/ ______
Handling Complaints: ______/ ______/ ______
(This video can either be watched during your Waitron Service week, or your F.O.H management week, depending on your training schedule.)
Trainer: Indicate the dates on which the above videos have been / will be watched.
Note: Please check the Administration manual for details on this topic. (No DVD available)
Exams:
For each video that you watch, you will write a multiple choice test. Write these tests ASAP after each video. Confirm test dates & times with your Trainer.
All tests must be re-written until the pass mark of 90% is achieved.
F.O.H. Management shifts requirements (6 days):
Opening: 3 shifts Closing: 3 shifts
During this week you will perform ALL F.O.H. Management functions, which includes your F.O.H procedures (checks), management functions (with regards to Waitrons), oversee customer service, admin & financials (there are separate assessments for these areas).
Practical assessments:
You will be assessed on your Front of House Management skills.
Assessments will be completed through:
OBSERVATION (O) (80%)
QUESTIONING (Q
TESTIMONY (T)
SIMULATION (S)
PRODUCT SAMPLE / EVIDENCE (P)
Assessments will be conducted on at least 2 – 3 occasions.
A tick () indicates that you have correctly performed a task, whereas a cross () means that you either forgot to do something, or have done it incorrectly.
Feedback
You will receive feedback from your Trainer after EVERY SHIFT you have worked (whether you were assessed during that shift or not) in order to help you understand what you have done well, what you need to improve on and what you have forgotten to do.
Please ask as many questions as necessary to ensure you fully understand what needs to be done differently next time.
This feedback will be given to you verbally and in writing, please sign in the space provided once you have received feedback.
TRAINEE: ______(Updated Oct 10)
ASSESSOR: ______
Practical Assessment: FRONT OF HOUSE MANAGEMENT PROCEDURES
3 Opening shifts, 3 Closing shifts
Conduct assessment during the last 2 – 3 opportunities each task is performed
OPENING PROCEDURES: / Method:O/Q/T/S / A1 / A2 / A3
Is aware of security issues / A1 / A2 / A3
Checks Management Diary / A1 / A2 / A3
Completes ‘Store Walk Through’ in good time, makes notes and takes appropriate action / A1 / A2 / A3
Checks Cash up – included in admin assessment / A1 / A2 / A3
Checks turnover/income estimate/ budget / A1 / A2 / A3
Checks bookings / A1 / A2 / A3
Checks sufficient Waitrons are scheduled / A1 / A2 / A3
Allocates & communicates bookings servers / A1 / A2 / A3
Assigns managers to floor sections / A1 / A2 / A3
Communicates shortages & incentives to all / A1 / A2 / A3
Bay Allocation-Correct no. of tables allocated to level of waitron (e.g. new vs. experienced) / A1 / A2 / A3
Allocates duties effectively / A1 / A2 / A3
Includes all relevant info on Bay Sheet: incentives, targets, unavailables, bookings, specials, etc / A1 / A2 / A3
PlacesBay sheets in various suitable areas before Waitrons arrive / A1 / A2 / A3
Vibe meeting: Completes planner correctly / A1 / A2 / A3
Conducts Vibe meeting in 7-15 minutes / A1 / A2 / A3
Discusses (not lectures) ALL info on planner / A1 / A2 / A3
Message is motivational, informative & positive / A1 / A2 / A3
Uses questions and role-plays / A1 / A2 / A3
Set up Kiddies Birthday parties (hats, balloons, activity sheets, party pack) prior to arrival / A1 / A2 / A3
11h00 17h00 PRE-TRADE CHECKS / A1 / A2 / A3
Starts & finishes check at correct times / A1 / A2 / A3
Ensures all equipment & smalls are easy to access / A1 / A2 / A3
Coaches Waitrons regarding incomplete duties / A1 / A2 / A3
Ensures–sufficient cleaning equipment & chemicals / A1 / A2 / A3
The FOH area & waitrons are organised & in order / A1 / A2 / A3
SHIFT CHANGE OVER / A1 / A2 / A3
Cashes up lunch Waitrons: in good time / A1 / A2 / A3
Manages shift change over effectively – MBGI (Manage By Getting Involved) / A1 / A2 / A3
CLOSING PROCEDURE / A1 / A2 / A3
Manages Customer Service until last guest leave / A1 / A2 / A3
Checks admin to complete - in Admin assessment / A1 / A2 / A3
Checks Waitrons bays for cleanliness / A1 / A2 / A3
Checks that Closing duties were completed / A1 / A2 / A3
Cashes up dinner Waitrons: in good time / A1 / A2 / A3
Is aware of length of shifts/ over time – monitors factor / A1 / A2 / A3
Ensures waitron clock in & out – record purposes / A1 / A2 / A3
Checks general cleaning (windows, sweeping, mopping, cutlery rolls enough, neat & tidy) / A1 / A2 / A3
Uses Closing Check Sheet effectively – make notes / A1 / A2 / A3
Closing checks completed in good time / A1 / A2 / A3
Ensures staff assemble in front shop / A1 / A2 / A3
Locks door when all staff have left / A1 / A2 / A3
Completes Management Diary effectively / A1 / A2 / A3
Switches off lights, activate alarm & locks door / A1 / A2 / A3
PEAK TRADE TIME – Waitron & Service Mgmt / A1 / A2 / A3
Coaches Waitrons during quiet times / A1 / A2 / A3
Assists & Coaches Waitrons during busy times / A1 / A2 / A3
Questions Waitrons before issuing instructions / A1 / A2 / A3
Guides new Waitrons appropriately (calm / assertive) / A1 / A2 / A3
Approaches tables/ guests if Waitrons are unavailable / A1 / A2 / A3
Picks up order, writes it down, hands written order to Waitron, or fetches items for guest ASAP / A1 / A2 / A3
Ensures written orders given to Waitron are processed through Pilot / A1 / A2 / A3
Knows and can sing birthday song (min.2) / A1 / A2 / A3
Is able to manage back and front queue effectively / A1 / A2 / A3
Is able to manage the front desk & T/A area / A1 / A2 / A3
Takes bookings effectively / A1 / A2 / A3
Ambience: Ensures volume of Taste FM is acceptable (from opening to close) / A1 / A2 / A3
Arranges entertainment (specify by ‘Comments’) / A1 / A2 / A3
Adjusts lighting appropriately, uses candles / A1 / A2 / A3
Controls & monitors Hygiene and Safety factors / A1 / A2 / A3
Checks attitude / behavior & greetings at door / A1 / A2 / A3
Controls temperature effectively / A1 / A2 / A3
Check, ‘vibes’ & refills SaladValley effectively / A1 / A2 / A3
Notes Repairs and Maintenance during shift / A1 / A2 / A3
Communicates all info during shifts (complaints, compliments, slow orders, shortages) to the right people / A1 / A2 / A3
Communication style: thorough, clear, specific, proactive, enthusiastic, assertive, appropriate, etc- / A1 / A2 / A3
Danger Service Times: Ensures waiters are focused & guests are served (during handovers & quiet times) / A1 / A2 / A3
Checks all areasthat affect service regularly: (Cash desk, Play area, Door, T/A, Setting-Stations, Dish wash area, SaladValley, Grill wall, Bar, Toilets) / A1 / A2 / A3
PEAK TRADE TIME: Mgmt & GuestInteraction / A1 / A2 / A3
Introduces self to each table in their area / A1 / A2 / A3
Walks past each table every 5 – 7 min. (notices issues*) / A1 / A2 / A3
Proactive interaction with guests at least 3 times per tbl / A1 / A2 / A3
Displays & is aware of floor manners* (self & servers) / A1 / A2 / A3
Aware of comfort of each guest* / A1 / A2 / A3
Looks for missed sales opportunities* / A1 / A2 / A3
Displays positive & appropriate body language * / A1 / A2 / A3
Looks after kiddies in general* / A1 / A2 / A3
HANDLING COMPLAINTS / A1 / A2 / A3
Approaches the table quickly / A1 / A2 / A3
Smiles whilst approaching the table / A1 / A2 / A3
Asks direct question: “Are you enjoying your…?” / A1 / A2 / A3
Looks assertive, friendly, in control & helpful / A1 / A2 / A3
Body language remains open & non-aggressive/passive / A1 / A2 / A3
Tone of voice is friendly, not too loud or soft / A1 / A2 / A3
Keeps eye-contact & nods whilst listening / A1 / A2 / A3
Doesn’t interrupt guest/ Does not argue / A1 / A2 / A3
Asks questions if guest is vague: “Is your steak cold/tough/under cooked/…?” / A1 / A2 / A3
Apologizes: “I am so sorry for the inconvenience” / A1 / A2 / A3
Does not blame someone else / A1 / A2 / A3
Thanks guests: “Thanks for bringing this to my attention” / A1 / A2 / A3
Suggests 2-3 solutions & lets customer make final choice (offers realistic solutions) / A1 / A2 / A3
Removes the plate / part of the meal (e.g. steak only for further grilling) – ask guest’s preference / A1 / A2 / A3
Informs guest of what will happen next & how long it will take / A1 / A2 / A3
Ensures the table is reset (if necessary) / A1 / A2 / A3
Delivers new meal-checks guest is happy - 2min/2bites / A1 / A2 / A3
Does not mention problem again / A1 / A2 / A3
Does not over-under attend to the table / A1 / A2 / A3
TIME MANAGEMENT IN FOH: / Poor / Average / Excellent
Have the following Evidence (P) been attached? / Opening Check Sheet Closing Check Sheet Vibe Meeting Plan
11h00&17h00 Pre-trade Check Sheets Bay / duties allocation Sheet Copy of Management Diary Copy of complaints book Copy of Bookings Customer care cards Kids club cards Copy of Complaint inscription in Complaints book or file, including the follow-up on the next day
Practical Assessment Result: Date: ______
Not yet competent Competent (Standard) Competent (Advanced)
Cannot carry out ALL tasks Performs according to pre-scribed Excels at practical tasks, can solve
according to standards standards & specifications problems and plan ahead
______
Trainee Assessor Moderator