Tip of the Day

The Daily Service Critique

Service, and especially food service, is a challenging business due to the many details and variables involved.  As part of a policy of Continual Process Improvement, managers should encourage employees, both front and back of house, to offer a critique of the experiences of their work shift.

Often, though, managers are unaware of the specific causes of service breakdowns unless employees provide the details.

In order for employees to feel comfortable self-reporting their experiences, managers must by continual request make everyone aware that they want to hear of any obstacles and incidents that hampered service.

But a key element of providing this comfort level is ensuring that all employees know they will not be blamed or punished for any reported service failures.  The only concern of all involved should be to solve problems and fix issues that contribute to service failures.