| However sophisticated your training may be, its merits | | | | meeting, it is important to consider the meeting from |
| will soon be lost without effective and consistent | | | | the employee's point of view or WIIFM (what's in it for |
| reinforcement. | | | | me?). First you must explain the benefits of putting |
| One of the most effective ways managers can | | | | what they learn into practice. Second, you must |
| reinforce training is through short and well planned | | | | identify the reasons why they should listen and |
| pre-shift meetings. These are 10-15 minute sessions | | | | participate. Typically employees benefit through an |
| where managers can build confidence and gain | | | | increased knowledge and the confidence to do their |
| valuable feedback. | | | | job more effectively. |
| Typically held just prior to a shift, the meetings are | | | | Managers should also... |
| essential for improving customer care and boosting | | | | Be prepared- set out objectives for the meeting |
| average spend as they present an opportunity to | | | | beforehand. Organize all relevant support materials and |
| exchange ideas, test menu knowledge and highlight | | | | be familiar with them well in advance of the meeting. |
| special dishes. | | | | Avoid distractions-hold meetings in a place where will |
| The most effective shift meetings are simple, informal | | | | not be distracted by events outside or inside the |
| and interactive. Interactive being the key word here. | | | | restaurant. Appoint someone to answer the telephone |
| Attendees should be encouraged to do most of the | | | | during the meeting. |
| talking, following the rule where you speak 20% of the | | | | Be enthusiastic- it is contagious. To develop |
| time and they speak the other 80%. | | | | enthusiasm and motivation, managers must lead by |
| Managers can control the meeting by introducing | | | | example. |
| discussion topics, and encouraging participation through | | | | Ask questions- direct questions to different individuals |
| questions and role play exercises. | | | | throughout the meeting. This ensures that everyone |
| Here are a few discussion ideas: | | | | stays focused on the topics being discussed, and |
| -Test menu knowledge through role play, with the | | | | encourages dialogue. |
| manager playing the role of the guest and server | | | | Encourage feedback- ensure that employees |
| recommending menu items | | | | understand the topics being discussed in the meeting. |
| -Discuss customer care, such as handling complaints or | | | | To help you prepare your cast for the restaurant |
| telephone etiquette. | | | | show performance, and as a small thank you for |
| -Describe the specials, and have waiting staff describe | | | | visiting the web site, I am offering a complimentary |
| them back | | | | sampler of the Rehearsal Guide for shift meetings. |
| -Review forthcoming promotions or advertisements, or | | | | The guide is an extract from the Rehearsal Guide |
| discuss any large parties or groups coming in | | | | which is included with A Role in the Show training |
| -You can brainstorm marketing ideas, sales goals or | | | | package. I hope you find the information useful. To |
| review average spend. | | | | receive the guide or view previous articles please visit |
| When determining which topics to discuss at a shift | | | | the Archives section of our website. |