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16 Cards in this Set
- Front
- Back
- 3rd side (hint)
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What is a team leaders role? |
A team leaders role is to set an example for associates to follow on how they should perform at work and to lead the team so customers leave happy and satisfied with their service. |
Set an example. Performance at work. Lead the team. Customer leave... |
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Why would you make a good team leader? |
Because I work well under a fast paced and pressured environment whilst staying calm and not getting flustered which sets a good example for associates to follow. To the team I am also a friend which helps when they get stuck because they feel like they can always come to me for guidance and also helps with their attitude at work because they know they'll always have my support |
Fast paced and pressured. Stay calm, not getting flustered. Friend to the team. Guidance. Attitude at work - my support. |
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Is kitchen training important? |
Yes I think it is, everyone once they hit the ladder or voluntarily want to should get cross trained, this is because when the kitchen are under pressure and needs any extra hands they can always ask for FOH staff if they're available who can help where needed which frees up kitchen staff and means food will get to the customers quicker. |
Hit the ladder. Kitchen under pressure - extra hands. Frees up kitchen staff - food |
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What would you improve in the kitchen? |
Send little and often instead of sending more and less often, this is because sometimes I've noticed that when the food lift comes down full some of the less experienced staff don't know where to start and this affects food times and causes issues with customers getting the correct food and getting it warm which then causes issues for the pub as that's food wasted and money lost so less profit. |
Little and often. Food lift comes down full. Don't know where to start - food times, correct food, warm. Food wasted, less profit.
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What is COSHH? |
Control of substances hazardous to health, which involves keeping chemicals sealed, labelled, stored in the correct places and whether you should wear ppe to handle them. Labels on them will tell you if it's toxic or flammable and whether you should wear ppe. |
Sealed, labelled, stored, ppe to handle. Labels - toxic, flammable, ppe |
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What should you do if someone hurts themselves with a chemical? |
Your first sort of help should be the folder which is kept in the office. It tells you all advice and what you should do if something was to happen. |
First sort of help. Folder. Advice - if something was to happen. |
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Who conducts CQSMA visits? |
Pubs standards measured by internal(head office) and external(customer) visits.Back of house (BOH) conducted by auditors |
Pub standards measured by Internal (HO) External visits (C) BOH - auditors |
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Cleanliness |
Are toilet checks done? Are all tables wiped and clean? How does the pub look to a customer? Sticky bar top? These are all things they look for. |
Toilet checks. Tables. Pub look. Bar top. |
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Quality |
Is the food and drink being made to spec? Limes in coronas? Is food warm and being presented correctly? Is everything we offer on the till available? |
Made to spec. Limes coronas. Food warm - presented correctly. Everything available - till. |
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Service |
Food to be served in 10 minutes max, cooked around 8 mins, delivered in 2 mins. Checkbacks done? Should be done within 2 minutes of customers getting their food. |
Food - 10 mins. (8 mins, 2 mins.) Checkbacks - 2 mins. |
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Maintance |
Is something not working? Lightbulbs out? Chairs broken? Leaks in the pub? Toilets out of use? |
Not working. Lightbulbs. Chairs. Leaks. Toilets. |
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Atmosphere |
Involves the team, how are we reflecting our work to customers? Working in an organised manner? Smiling? Anything that involves the customers feeling satisfied and comfortable in the pub. |
Involves team. Reflecting our work - customers. Organised manner. Smiling. Involves customers - satisfied, comfortable. |
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Last CQSMA scores |
BOH was 89%, so not the best still room for improvement, as in keeping staff room and cold room clean and tidy.On the leaderboard we're currently 1st at around 95% (94.8%) but our last one wasn't good at 88%. Probably due to either toilet checks or checkbacks, but most likely checkbacks as this is most of the time our downfall as not many people do them unfortunately. |
BOH - 89% (Staff room, cold room, tidy.) Leaderboard - 1st (95%), last one (88%), due to? Toilet checks, checkbacks. |
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Pub Targets: |
more or less 50k a week for downstairs. So 6k for days closing 12am, 10k days closing 1am |
50k (6k - 10k) |
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How would I improve downstairs? |
Make sure that staff know that the floor and the bar aren't two separate teams, we're all one team. I've noticed that some staff stick to one area, that being food or bar and don't often help eachother unless asked to. Specifically bar staff only staying on the bar and not helping collect plates and glasses when they have time, also asking floor staff to run drinks when there's no customers at the bar which affects the floor as that's one less person clearing and resetting the floor. Doing this would improve staff moral and customer service as they will notice the extra help and not feel as though they're doing more than another person. Improves CQ and A for CQSMA |
Aren't two separate teams. Don't help eachother. Examples - bar staff staying on the bar, asking floor to run drinks (less people clearing and resetting.)Improve staff moral/customer service - not doing more than another person (CQ and Q for CQSMA.) .) Improve staff moral/customer service - not doing more than another person (CQ and Q for CQSMA.) |
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If you got team leader what's next for you in spoons, what's your goals? |
Progression, Possibly shift leader. I've been in service at the pub for nearly 4 years so I have a lot experience with the pub specifically that's provided me insight into how it the pub is run and how to improve it which is necessary for the next step up |
Progression - shift leader. In service nearly 4 years - experience with pub (insight - how run, improve.) Next step up. |
