The Figure 8 Walk-Through System
Floor Supervision
Effective floor supervision is based on the philosophy of guest satisfaction through consistent quality products, service, and atmosphere. This means that as a floor supervisor, you need to ensure the quality of food, service, and the atmosphere in your restaurant which creates a compiling reason for your guests wanting to return.
Think Like a Coach
The role of a manager is not unlike the role of a coach. Take a moment now and think of yourself as a coach, your staff as a team player, and the restaurant as a game court. The game starts every day when your restaurant doors open. But you and some of your team players are there beforehand, getting ready for the game. Your guests are the crowd in the bleachers and they’ve paid to enjoy a good show. Lunch and dinner rushes are the high points of the game, but it is dangerous to get sloppy during downtimes where most complaints happen. As a coach, you are responsible for training your players teaching them about the position they are playing in and instilling the importance of their role to the team. You set the mode for them to follow, praise their effort efforts when deserved, and correct them when necessary. Right before the game starts you psyche them up, in our restaurant world, we call it the “Shift Huddle”, and set them up for success! Your team follows your lead, they look to you for guidance. You put additional players (substitutes) on the field when needed, and you bench them when necessary.
You hurry them along and you slow them down. You direct the plays, making decisions as you go. You are a master at thinking on your feet. Everything works together like a well-oiled machine. You are in tune with your operation and thereby control its success. You, your team, and your guests are all winners.
Be Out on the Floor
This multi-faceted task of floor supervision requires you to be out on the floor, circulating, monitoring, and directing staff, as well as overseeing the entire operation. As much as possible complete all paperwork and office functions prior to opening or during slow periods (downtime) when another manager is available to supervise the operation.
When you are working the floor, your primary goals are as follows:
To set an example in guest relations to the staff
To give direction to team members as needed
To interact with guests
To solve issues and correct poor performance
To acknowledge and praise good performance
To assist with guest service
To monitor product quality, food safety, and cleanliness
To monitor and adjust the ambiance of the dining room and bar
To assure the safety and security of your guests and team members
Divide & Conquer
Learn how to compartmentalize and live stress-free and successful shifts!
Practice compartmentalizing through visualization
Focus on one area at a time
Write it down
Focus on what you can control
Learn where to position yourself as a leader of the pack
Be mindful and aware
Look at the restaurant operation from the guest's and owner’s perspective
Keep Moving
Remember to keep moving. Staying too long in any area will minimize your effectiveness. A good floor supervisor almost seems to have eyes in the back of their head. They can walk through a room at a moderate pace and see anything and everything that is happening. As you move through the restaurant, continuously check on all four major areas.
Dining Room | Bar | Prep & Dish Area | Expo & Kitchen line
Conduct a Figure 8 Walk-Through with a ninja-like precision! Create a checklist that narrows down what you look for in each area. You can be as specific as you want, as long as it is measurable and the expectation is realistic for your staff, then go for it!
Dining Room/ Host Area/To-Go Area
Staff are in proper uniform and neatly pressed
Tables and chairs are aligned
Hosts welcome guests with smiles and quote proper wait times
Service stations are well-maintained
Sanitizer buckets are in use and with proper chemical ratio (200 PPM for quat)
Servers acknowledged guests within two minutes
The music level is up to standard - adjust it during peak when the noise level goes up, you should be able to hear the song lyrics
Water bottles are clean and free of water spots
To-Go orders - items are checked off and packaged accurately
POS registers and handheld devices are clean and sanitized
Restrooms are clean and checked every 30 minutes
No cell phones in the restroom policy is enforced
Team members wash their hands in accordance with the food safety and sanitation standards
Highchairs are clean and sanitized
Dog bowls are clean
The host stand/station is free of clutter
The centerpiece for tables is fresh, water is not cloudy
Condiments are clean and sanitized
The cart for dirty dishes is clean and not overflowing
Ice scoop - in a proper holder and not placed inside the bin
Floors are free of crumbs
Plants and decors are well maintained
Water pitchers are wrapped with linen/towel
Steps of Service are performed by Servers, Bartenders, Bussers, and Food Runners
Candles are lit at 4 or 5 pm (if candles are used for dinner service) and lighting are dimmed
Service trays are clean
Bar Area
Drink garnish is fresh, placed on ice, and tongs in use
The glassware dish machine is fully functional and chlorine sanitizer is at 50 PPM
Bartenders are in proper uniform, neatly pressed
Jiggers in use for measuring liquor
Glasswares are polished
The equipment is clean and polished
TV on the proper channel (sports)
Liquor caps in use
No cell phones in the restroom policy is enforced
Handwash sinks are set with soap, paper towels, and hot water. Fully stocked and unobstructed
Fridges are stocked, items are rotated (F.I.F.O.) and labels in use
Maintain organized countertops and clean floor throughout the service
The floor drains are clean and the strainer in use
The music level is up to standard - adjust it during peak when the noise level goes up, you should be able to hear the song lyrics
Expo & Kitchen Line
Line Checks are conducted twice daily by the KM’s
Recipe compliance - plating recipe guidelines are followed
Measuring tools for portion control are in use
Line schematics are followed - this will help your staff improve their muscle memory by keeping items on the same spot
Sanitizer buckets in use - must be 200 PPM and changed every 2 hours or whenever it becomes cloudy.
Handwash sinks are fully stocked and unobstructed
Staff are in proper uniform - aprons, hats or hairnets, non-slip shoes, and a clean chef coat
Plates and utensils are clean
The equipment are clean and fully functional
30 minutes stop and clean in place and enforced
No cell phones in the restroom policy is enforced
No drinking or eating in the kitchen line
Gloves in use and changed every 30 minutes or whenever it gets dirty
Floor drains are clean, and strainers in use
Steam table water temperature is maintained at 170° F
Items on the service line are kept at 3/4 full and not over the rim to maintain proper food temperature
KDS bump screens are clean and sanitized
Towels are kept inside the sanitizer buckets and not left on the counter
Labels in use (F.I.F.O)
Foods are kept 6” off the floor
Dish & Prep Area
Prep Recipe Compliance - prepped items are checked for quality and approved by the KM’s
The 3-sink compartment is properly set up in accordance with the health department code
The dish machine is clean and fully functional. Spray nozzles are clean and cleaning solutions in use
Cutting gloves in use when using a knife or a slicer
Labels in use (F.I.F.O)
Foods are kept 6” off the floor
Staff are in proper uniform - aprons, hats or hairnets, non-slip shoes, and a clean chef coat
30 minutes stop and clean in place and enforced
No cell phones in the restroom policy is enforced
Sanitizer buckets in use - must be 200 PPM and changed every 2 hours or whenever it becomes cloudy.
Handwash sinks are fully stocked and unobstructed
Gloves in use and changed every 30 minutes or whenever it gets dirty
Floor drains are clean, and strainers in use
Dirty dishes are stocked according to their kind
The prep tasting log is in use and signed off by kitchen staff and the KM
The produce are washed properly
Proper use of cutting board to avoid cross-contamination
Proper food chilling procedures are followed
Recipe binders or recipe tablets are in use and in proper working condition
Mop sink, mop buckets, wet floor signs are clean and in good repair
Shelves are clean
The back area is well maintained (organized and clean), and boxes are folded
Carry a Notepad
Always carry a small notepad and a pen, it is amazing how many things can pop up between the time you set off from the front and arrive at the back door. Jot down notes to yourself when you can’t stop to attend to something immediately. Then go back and deal with it as soon as you can.
Utilize a Day Timers - having a monthly calendar allows you to plan for future events i.e. catering orders, reservations, inquiries, etc. Get into the habit of looking ahead at your calendar on a daily basis.
Be Flexible
Every day in the restaurant business is different, never assume that you know what is going to happen. Be flexible, adjust, and anticipate. Be particularly alert on slow days. Trouble is often likely to arise when your staff are not busy and tend to congregate and chat.
Ambiance Awareness
The “Ambiance” of your restaurant refers to the mood or character created by the physical environment. As you move throughout the operation watching the guests as well as the employees, also be aware of the environment itself. As you do your walk-through you have to put yourself in the guest's shoes - Is it what you would enjoy if you were a guest? Are you creating a fun, festive, and casual atmosphere?
Ensure a pleasant environment for your guests by monitoring the following:
1. Music Level
2. Lightings
3. Heating and Air Conditioning
4. Physical Appearance of rooms, furniture, flooring, displays, etc.
Guest Visitation
Guest interaction is one of the most critical elements of floor supervision by visiting tables. The manager maintains a high profile in the restaurant, satisfies a basic need of acknowledgment to our guests, and sets an example to our staff of our commitment to guest satisfaction.
Check Back
Return to the table within 2 minutes after the guests have had a chance to take a few bites of the appetizer or other food item. This is your opportunity to make sure their food is done correctly that they are happy with their choice and to catch any mistakes before it’s too late to correct it. Be specific asking how their meal is i.e. “Is the Salmon Salad prepared just as you like it?” “May I bring you anything else at this time?” Do not use the words “All right?” or “OK?”. These words imply mediocrity and always refer to the guest’s specific dish.
Before you get involved with guest interaction you need to be aware of some key points:
Product knowledge
Reading the guests
Communication (question to ask)
Handling complaints
Reassuring the guests
Interaction with kids
Thanking the guests
Most important of all: How to approach a table
Product Knowledge
You need to have an excellent understanding of our food products so that you may answer any questions and make suggestions to our guests. In this Age of Information, we add value to our efforts when we add knowledge to our guest’s experiences. Remember: Sharing knowledge with guests makes for more sophisticated customers. As a result, these guests develop a passion for the food and drinks we serve in our establishment and become eager to explore the services and products we have to offer. Each of us can add value to the guest’s experience by enhancing it with knowledge and information. In return, our guests learn to see us as trusted advisors, not just transaction handlers.
Reading the Guest
Make a judgment as to the initial approach. Is it a young couple on a date; a business meeting and they don’t want to be bothered; a family with a small child who could use some attention – extra napkins or crayons; or an elderly couple who might need some assistance?
Communication
Ask specific questions!” How is everything?”, is too general. Some good examples are,” Was the service up to your expectation”, and “How is your Manhattan Clam chowder?”. Discuss with your General Manager some of the approaches they use.
Handling Complaints
When things are wrong at a table and a guest complains – fix the issue immediately. Show concern and assure them that you will correct the problem. After you have corrected the issue, follow up with the guest. Whenever a server senses a problem and makes you aware of it, respond. This will build up confidence in your staff and you will be perceived as a leader with a concerned attitude. Upon your approach, SMILE! Remember this is not an encounter, we want the guest to win. Always keep in mind to give our guests a compelling reason to return.
The Five A’s for Effectively Addressing Mistakes
When something goes wrong, YOU have the power to help solve the issue. No guest should ever leave unhappy. It is up to you and your team to make sure that guests leave happier than when they walked in.
Awareness
Many mistakes go unaddressed because no one is aware that they have happened
Acknowledgment
“We had an accident and we are going to prepare a new plate for you as quickly as possible.” Respond immediately, you are going to deal with this problem eventually and it’s always better to resolve the problem at the outset.
Apologize
If we make a mistake, we own up to it and learn from it.
“I am sorry for the inconvenience.” Alibis are NOT one of the Five A’s. It is not appropriate or useful to make excuses i.e. “The kitchen is really backed up!”
A simple “apology” goes a long way when solving problems.
Be sincere and really mean what you say.
Action
“Please enjoy this for now. We’ll have your order out in just a few minutes.” Say what you are going to do to make amends and then follow through.
Remember that you have the power to do whatever it takes to make our guests happy.
The guest doesn’t care who messed up, they just want the problem solved!
After you solve the problem, follow up. We don’t want them to just be satisfied, we want them to be blown away by their experience.
Additional Generosity
Err on the side of generosity. Make sure the value of the additional redemption is worth more than the “cost” of the initial mistake. Use your creativity and imagination to make sure the final impression is the one you want to leave the guest with.
Reassurance
Make sure the guest knows, especially during a complaint, that you are in control of the situation. Always be sure to thank the guest for taking the time to bring it to your attention.
Interaction with Kids
Interact with kids, and treat children as if they are young adults. Parents love the attention given to their children and will appreciate your interest and time.
Remember to be nice to children, they often make the decision where they want to dine in. Be sensitive to their and their parent’s needs.
The Fond Farewell
Finally, thank the guests for their patronage as they are departing. Everyone likes to feel they are important, and a” thank you” ensures that feeling.
Spend as much time as needed on guest visitation and make sure you become comfortable with approaching any guest.
If your company uses a guest feedback app or a comment card, this will assist you in following up on your progress in this important area!
Set the Pace
Your energy level sets the pace for the entire room. If it is very busy and you seem frenzied, so will your staff. On the other hand, if you move and speak in a manner that is brisk but friendly, they will tend to do the same. If you stay calm, the atmosphere created by your staff will be calm. If you seem sluggish and disinterested on a slow day, don’t expect your team to exhibit enthusiasm.
ENERGY Management – Your team feeds off their energy from you!
Utilize the Checklist
To help you organize your time and assist you in completing all shift responsibilities, utilize the checklists in each area for opening and closing shifts. We get pulled in many directions and may lose sight or get off track during peak times. The checklist will help you get back on track when you find yourself behind and overwhelmed.
During all peak periods, you should be on the floor overseeing the operation. Your goal is to ensure the satisfaction of all your guests through product quality, service, and ambiance.
“Systems run the business and people run the systems”
This is the story about four people named ANYBODY, EVERYBODY, SOMEBODY, and NOBODY.
“There was an important job to be done and Everybody was sure that Somebody would do it. Anybody could have done it, but Nobody did it. Somebody got angry about that because it was Everybody’s job. Everybody thought Anybody could do it, but Nobody realized that Everybody wouldn’t do it. It ended up that Everybody blamed Somebody when Nobody did what Anyone could have.” - Unknown
This story teaches us the importance of checklists and having someone in charge would help streamline the process. Someone was left out in this story so that someone will be YOU!
You will be accountable
You will be in the driver's seat
You are going to coach and manage your staff
I will inspect what I expect
Remember we are all in the same boat
If in doubt refer to the company's Core Values
Set the Tone
Your presence on the floor sets the tone for the crew and the pace of the restaurant. Project in a cheerful and professional manner, and your team members are more likely to do the same.
“Set the tone for your day by treating people better than you expect to be treated by them. Be the first to smile. Express your appreciation for them. Expect the best out of them, if you act first, you will set yourself up for success.” - John C. Maxwell
In the Details
EVERYTHING MATTERS – In business, in life, success is in the details. It’s called Kodawari in Japanese terms - a relentless pursuit of perfection, attention to every detail, and the unwillingness to compromise. No matter what the detail is – the cleanliness and maintenance of the restaurant, the quality of the products we serve, our ability to deliver warm and caring hospitality as well as technically superior service, our reputation in the community, the consideration with which we treat one another – it is critical. Nothing is trivial, and the guest notices everything. We must always put ourselves in the shoes of our guests, seeing everything from their perspective.
If the details all come together in the right way, if we are able to create a warm and caring environment, cleaned and organized to perfection, populated with staff who truly care about their guests and their fellow team members’ well-being, then the restaurant takes on a special feeling. Psychologists refer to this feeling as a “felt sense”. A felt sense is the result of a myriad of tiny details that often lurk somewhere below our conscious awareness. For example, without conjuring up specifics, the term “ice cream” is likely to bring about a very different felt sense than the word “vinegar”. That same felt sense comes into play when all of the details of the restaurant have been properly attended to: when the lighting is just right, the music in the background at the correct level, and the silverware and glassware polished and placed carefully at each setting, the team member uniforms clean and properly ironed, the plates wiped clean and properly garnished correctly, the staff members focused on their work, supportive of one another and enjoying each other’s company, the walls and artwork clean and dust free, the floors clear of any crumbs, the temperature in the room set at a comfortable level, the servers and bartenders knowledgeable and actively providing hospitality, the menus clean with no torn or stained pages, the entrance and walkways swept clean, and finally each and every team member smiling, engaging with eye contact, Connecting, Discovering, and Responding with genuine hospitality to Surprise and Delight each and every one of our guests. This may be a tall order day-in day-out, but it is the heart and soul of what restaurant hospitality is all about!
