Food & Beverage - Turning Slow Staff into 'Good Enough' Workers - By Ken Burgin

They may not seem bright enough, quick enough or presentable, but no-one else applied! They also need more coaching and supervision than you're used to...welcome to the new century.

This is tough on managers who need staff with good skills, ready to go. They don't mind showing newcomers where things are, but they expect basic work-readiness. Managers now need more sophisticated training skills, and a willingness to work with staff who they once regarded as 'dull'.

It's the detail of assessment and feedback that is most useful for improving performance and behaviour in these situations. More repetition and drilling may be needed for someone to become skilled to make a dish of pasta, set up a room or pour a beer properly, and do it correctly through a long shift. Clearly written systems and diagrams are needed more than ever, with simple text - even reading may be a problem!

Below are 2 examples of how work behaviour can be broken down into small chunks to check ability and give feedback and offer praise. They are taken from the 60 point Basic Work Performance Checklistin the Staff Download Library.

1. Doing the Work Properly

• Set up with sufficient supplies and equipment for the shift
• Organise the finished work neatly and safely
• Keep the work area tidy
• Know the names of and behave responsibly with tools, equipment and ingredients
• Check their own work and correct errors when necessary
• Make and carry out routine decisions required by the job
• Show initiative and handle non-routine decisions correctly*
• Accept responsibility for their own work and any problems that may arise - no excuses
• Demonstrate energy and physical stamina for the task
• Tolerate normal stress on the job eg noise, dirt, movement, job pressure, continuous tasks
• Can adjust to changes in routines and put up with frustrations
• Show an interest in their work - do not show obvious boredom
• Observes specific safety rules for the job

• Continue on a task without unnecessary stops
• Continue working when distractions are present
• Do not stop work to talk to or listen to other workers
• They finish one task before beginning another
• When one task is finished, they promptly begin or ask for another
• Resume work activity without assistance or prompts after breaks and interruptions
• Do not complain inappropriately about specific task or work in general
• Do not allow their feelings to interfere with their work performance and behaviour
• Work with the required, consistent speed and quality over the whole day

3. Punctuality and Attendance - arriving on time and observing breaks
4. Dress and Hygiene - wearing their uniform appropriately, grooming and cleanliness
5. Reaction to supervision - understanding and accepting directions
6. Getting on with Other Workers
7. Communication with supervisors and team members
8. Memory for Performance - remembering what needs to be done

Detail like this makes your training more accurate and focused.For example in the first area above, someone may be quite good in all areasexceptmaking unexpected or non-routine decisions, so you can design their coaching accordingly. The red item in the second group will be familiar to most supervisors!

Profitable Hospitality offers management and cost-control systems (Manuals & CD-ROMs) for restaurants, cafes, hotels, bars and clubs. The systems are based on the extensive consulting and operating experience of CEO Ken Burgin, and enable busy owners and managers to set up complete operating and cost-control systems in minutes, not months. Profitable Hospitality also runs regular management training workshops in the areas of kitchen profit & efficiency, restaurant marketing and functions management. A free monthly e-newsletter keeps you up to date on the latest industry management issues. www.profitablehospitality.com.


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