happiness
inspire
success Happiness is
gratitude. here and now
dreams
Motivation
Leadership kindness
dedication
no
excuses;
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This material is designed by Papa Murphy’s Intl. based on best practices for use by Franchise Owners to train and develop
team members in the Shift Supervisor position. Completion of these materials does not guarantee success in the position
and employees of Franchise Owned stores should always defer to the Owner for direction on the duties, performance, and
role of all store positions. In addition, always refer to the Operational Excellence Standards Manual for details on required
processes or procedures.
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Objectives …………………….…………….………………………..………………………………………..…………............…………………. 2
What Do You Already Know? .……………………………………………………………….…….………..………………..…………….…. 3
What Will My Learning Look Like? .………………………………………………………….…………..………………….……………..… 6
Thoughts and Ideas ………....…………………………………………………………………….…………..……………..………………….... 7
Pre-Shift Temperature Check .………………………………………………………….…………..………………….………….………..… 10
High Volume Mentality …………………………………………………………………………..…………..……………..…………………… 11
Goal Setting ………………………..………….……………………………………………….………..…………..………………….……………. 12
Assign Positions ………………………..………….……………………………………………….………..…………..………………….……… 14
Food Safety ……….……………………………..………………………………………….…….…………………..…………….………………… 15
Outside & BOH ……….……………………………..………………………………………….…….…………………..…………….…………… 16
Cashier & Phones ……….……………………………..………………………………………….…….…………………..…………….….…... 17
FOH ……….……………………………..………………………………………….…….…………………..…………….……………………………. 18
Shift Huddles ……….……………………………..………………………………………….…….…………………..……………….….……….. 19
Self-Assessment ……….………………………..………………………………………….…….…………………..………….…….….……….. 21
Pre-Shift Temperature Check .………………………………………………………….…………..………………….………….………..… 22
During the Shift Temperature Check .…………………..………………………….…………..………………….………….………..… 24
Travel Path ……………………………………………….……………………….…………….……………….…..………………………………… 25
Customer Service ……………………………….……………………....………………………………………….……….……..………………. 26
Portioning …………………………………………..………………………….………………….…………..……….….…..……………………… 27
Making a Difference …………………………………………..………………………….………………….…………..……….….…………… 27
Observation Notes …………………………………………..………………………….………………….…………..……….…….…………… 29
Shift Planning …………………………………………..………..………….………………………….…….…….….…..……………............. 30
During the Shift Temperature Check .…………………..………………………….…………..………………….………….…………… 31
Post- Shift Temperature Check .…………………..………………………….…………..………………….………….………….……..… 34
End of Day Workflow ……………………………………….…………………….………………….…….…….………………..……………… 35
Observation Notes ……………………………………….…………………….………………….…….…….……………..…….……………… 37
Post- Shift Temperature Check .…………………..………………………….…………..………………….………….………….……..… 38
Crisis Management ………………………..…………………………………..……………..…………..……………………………………….. 40
Final Thoughts …………………………………………………………………………………….……….…………………..……………………...44
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This training, is designed to provide the skills, knowledge and abilities to
Manage a smooth shift
Deliver fresh, quality products in a fast, friendly, and clean environment
Motivate team members
Maintain Papa Murphy’s Brand Standards
Have the confidence to handle difficult situations
Perform store management opening and closing duties
2
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What you already know and can demonstrate proficiency in will determine the speed and duration of your
training. This baseline self-questionnaire will help guide you and identify where you need the most practice.
Complete this before moving on.
Not Strongly Strongly
CUSTOMER FOCUS Sure Disagree Agree
(0) (1) (2) (3) (4) (5) (6) (7) (8) (9)
I quickly respond to
customer requests/issues O O O O O O O O O O
during my shift.
I own the customer O O OOOOOOO O
request until it is
resolved.
I use B.L.A.S.T. to resolve O O OOOO OOO O
customer issues.
I make sure all quality
standards are met during O O O O O O O O O O
my shift.
I always treat customers
fairly and make them feel O O O O O O O O O O
valued.
I demonstrate thorough
product and ingredient O O OOOOOOO O
knowledge.
BUILDING THE BRAND Not Strongly Strongly
Sure Disagree Agree
(0) (1) (2) (3) (4) (5) (6) (7) (8) (9)
I know food safety
standards, temperature
safe zones, and shelf lives O O O O O O O O O O
of ingredients and
products.
I manage food costs O O OOOOOOO O
during shifts.
3
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BUILDING THE BRAND Not Strongly Strongly
Sure Disagree Agree
continued (0) (1) (2) (3) (4) (5) (6) (7) (8) (9)
I demonstrate and coach
others to use proper O O OOOOOOO O
cleaning products and
procedures.
I participate in local store O O OOOO OOO O
marketing.
I hold team members
accountable for proper O O OOOO OOO O
hand washing and glove
use.
Not Strongly Strongly
1st CHOICE TEAM Sure Disagree Agree
I know what to do if a (0) (1) (2) (3) (4) (5) (6) (7) (8) (9)
team member does not
act in a respectful way. O O OOOOOOO O
I communicate clear and
timely expectations to O O OOOOOOO O
the team.
I make sure all duties O O OOOOOOO O
have been completed
before next shift.
I give positive and O O OOOOOOO O
corrective feedback
throughout the shift.
I make decisions,
prioritize, and adjust the O O OOOO OOO O
plan based on the needs
of the shift.
4
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Review your answers with your trainer when you are finished:
My areas of strength (ratings 7-9) are: Areas that need practice (ratings 4-6) are:
_________________________________________ ________________________________________
_________________________________________ ________________________________________
_________________________________________ ________________________________________
_________________________________________ ________________________________________
_________________________________________ ________________________________________
_________________________________________ ________________________________________
_________________________________________ ________________________________________
_________________________________________ ________________________________________
_________________________________________ ________________________________________
_________________________________________ ________________________________________
_________________________________________ ________________________________________
_________________________________________ ________________________________________
_________________________________________ ________________________________________
___________________ My areas of opportunity are (ratin_g_s__1_-3_)_a_r_e_:______________________
_____________________________________________________________________________________________
_____________________________________________________________________________________________
_____________________________________________________________________________________________
_____________________________________________________________________________________________
_____________________________________________________________________________________________
_____________________________________________________________________________________________
5
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SECTIONS
During each section, you will learn about: CUSTOMER FOCUS
Customer Service
Shift Management
Ingredient Preparation
Product Preparation
BUILDING THE BRAND
Food Safety
Safety & Security
Sales Building
Profit
Cleanliness & Sanitation
1ST CHOICE TEAM
Uniforms & Appearance
Training
TIMING
Timing will vary based on the needs of the store and your previous experience. Look at how you rated your
current knowledge from the baseline self-survey and talk with your trainer about your areas of expertise.
This will help you both determine how much time you should dedicate to each specific area.
We recommend you spend at least 4 weeks on your initial learning and development, knowing that your
growth will be ongoing. Your trainer will work with you to schedule the specific days and times of your
training.
PARTICIPATION
In order to get the most out of this, challenge yourself to:
BE POSITIVE Learning doesn’t have to be strict, structured, and serious all the time. People
& HAVE FUN actually learn better when they are encouraged to laugh and have fun. It’s a
scientific fact!
TAKE NOTES This book is yours to keep. There are blank areas for note-taking, so be sure to
& ASK QUESTIONS write down any questions, comments, or notes you may have. They may come in
handy later!
BE ATTENTIVE Your trainer is there for you. Just ask if you need your trainer to repeat
& LISTEN something you don’t quite understand or need to clarify.
PRACTICE ANY Dig in and make the most out of your practice time. Trainers will always present
CHANCE YOU GET information first and will demonstrate for you, and then it’s your turn to steer.
6
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Take a few minutes to think about this process and write down any
thoughts and ideas you already have swirling around in your head.
I THINK …
I ‘M EXCITED TO …
WHY or HOW …
WHAT ABOUT …
7
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8
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At the beginning and end of every section, you will mark how comfortable you currently are with that particular
topic.
YES NO
If both you and your trainee feel like you have If, at the end of a section, you feel like there are things
successfully completed the section and are ready to you should go back and review and/or practice more
move on, you will both initial at the section’s end. before moving on, then stop and go back until you feel
completely comfortable with the content.
Your pre-shift routine is critical because it sets the tone for the rest of the day or evening. If you are running
behind and things are in disarray, your team probably won’t be as motivated to perform at a high standard.
Your team will be calmer and more positive when you have everything 100% ready to go.
Establishing a daily routine is a good habit. A routine will help you balance your time and ensure that nothing
gets overlooked.
TEMPERATURE CHECK
My current comfort level with pre-shift execution is:
Extremely Not
Comfortable Comfortable
(1) (2) (3) (4) (5) (6) (7) (8) (9)
O O OO O O O O O
10
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HIGH VOLUME MENTALITY
Each day, stores follow a typical workflow. DIAGNOSE TEAM OPPORTUNITIES
Successful Shift Supervisors utilize their Pre-Shift 1. What are the Top 3 Challenges your team currently
Checklist to make sure they complete vital tasks. It’s
important that you feel comfortable moving through faces from these checklists?
this checklist with ease.
#1
You can find your Pre-Shift Checklist in the ‘Shift
Management’ section of the Operational Excellence #2
Standards Manual (OESM).
Determine with your trainer who will complete each
task on these lists. This may vary from store to store,
so take time to establish what works for you and
your team.
Highlight tasks that give your team problems using
your Pre-Shift Checklist. You will be asked to identify
challenges and set goals based on those challenges.
You want to look at opportunities in sales,
transactions, units, AOS percentages, food cost
variance, labor percentage, and speed of service
when you set goals for our team.
You also want to look at the smaller behaviors that
impact these items. Challenges such as not making
enough Fresh-makes, a consistently messy Makeline,
or cardboard boxes cluttering the back of house.
Part of a solid pre-shift routine is to look at these
seemingly minor items and assess their impact on
the overall performance of the team and of the
store. Take time before the team arrives and the
rush hits to diagnose issues and make a plan to take
action.
You will need to:
DIAGNOSE Identify the opportunities your
team has to improve
TAKE Design a plan of action that is
ACTION clear and time-sensitive.
FOLLOW Dedicate time to observing the #3
THROUGH plan in action and provide
feedback.
11
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2. What might be a root cause to these issues? Do your TAKE ACTION
best to be specific. For example, if you think a lack of
motivation is the issue, then dig deeper and ask, 5. With this information, what steps can you take to
“What has created a lack of motivation?” improve these Top 3 Challenges?
______________________________________________ Challenges Root Cause Action Plan
______________________________________________ #1
______________________________________________
______________________________________________ #2
______________________________________________
______________________________________________ #3
______________________________________________
______________________________________________ In order to design a great action plan, you’ll need to
______________________________________________ set some goals. Goal setting helps the team stay
______________________________________________ focused on items that help drive traffic, sales, and
______________________________________________ profit. Team members tend to take ownership in
______________________________________________ achieving these goals when they are part of the goal
3. What resources/tools do you have that may help you setting process.
help your team improve? Think about how to use goal setting to increase sales
and performance while you’re working through
______________________________________________ current goals you have for the team. Those are the
______________________________________________ two most important aspects of our business.
______________________________________________ When you are ready to begin, turn to the next page
______________________________________________ and follow the SMART goal outline as discussed in the
______________________________________________ Operational Excellence Standards Manual.
______________________________________________
____________________________________s_________
______________________________________________
______________________________________________
______________________________________________
______________________________________________
4_.__H_o_w__lo_n_g__h_a_v_e_t_h_e_s_e_c_h_a_l_le_n_g_e_s_e_x_i_st_e_d_?_I_s_t_h_is__a____
_ pattern? If so, what improvement efforts have already
been made?
______________________________________________
______________________________________________
______________________________________________
______________________________________________
______________________________________________
______________________________________________
______________________________________________
______________________________________________
______________________________________________
______________________________________________
______________________________________________
______________________________________________
12
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S.M.A.R.T. GOALS ______________________________________________
EXECUTE AND FOLLOW THROUGH ______________________________________________
______________________________________________
It’s one thing to diagnose a problem and create a plan. ______________________________________________
It’s another to actually execute on that plan and follow ______________________________________________
through with your team. ______________________________________________
______________________________________________
6. What are some effective strategies you can use to ______________________________________________
execute and follow through? ______________________________________________
______________________________________________
______________________________________________
______________________________________________
WHAT ABOUT YOUR STORE? How was the team encouraged to follow through on
7. Discuss with your trainer the store goals from last week. the needs of the store?
What were the goals?
Why were these goals specifically chosen? Were those goals met?
If they were not met, what got in the way?
13
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ASSIGN POSITIONS As you are working through positioning, also refer to
the Shift Management section of the OESM for more
Taking care of the customer is our #1 priority, even ideas.
during a rush. Putting people in the right positions limits
confusion and increases speed and efficiency. There are 8. With the staff that is scheduled today, and from
a couple different positioning strategies, but many what you already know about their strengths,
successful stores play on their team members’ place them on the positioning chart below. Explain
strengths. your reasoning.
For instance, Jackson may be amazing talking with 9. What could you do to develop a low-performing
customers and suggestive selling, so he’s put at Cashier. team member in a certain position?
Rhonda seems to have a knack for Sauce and Cheese
and sets the tone with her timing and positive energy, ______________________________________________
so she’s put on Makeline. ______________________________________________
______________________________________________
Assigning team members to the right positions like this ______________________________________________
will help with Speed of Service and customer service. As ______________________________________________
a Shift Supervisor, it’s your job to take note of who ______________________________________________
excels in what positions and train people to develop in ______________________________________________
new positions too. ______________________________________________
______________________________________________
______________________________________________
______________________________________________
______________________________________________
Refer to the Quick reference Guide for more details on positioning.
14
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FOOD SAFETY TEST YOURSELF
Product quality and food safety are important 11. How do you define food safety?
components of our core value – Create Food People Love.
______________________________________________
PMI established food safety standards to ensure that all ______________________________________________
stores provide safe, wholesome products and reduce risks ______________________________________________
to the customer. ______________________________________________
_1_2_. _W__h_a_t_a_re__t_h_e_p_o_t_e_n_t_ia_l_c_o_s_ts__o_f _a_f_o_o_d_b_o_r_n_e_______
Proactively assessing store conditions and implementing ____il_ln_e_s_s_t_o__an__o_p_e_r_a_ti_o_n_?________________________
procedures that avoid situations that lead to food safety ____________________________________________________________________________________________
issues is good business for individual stores and the brand. ____________________________________________________________________________________________
____________________________________________________________________________________________
As a Shift Supervisor, an important part of your role will ____________________________________________________________________________________________
be to continually check that all food safety standards are ____________________________________________________________________________________________
being followed at all times. Even though this is done ____________________________________________________________________________________________
throughout the day, you should always start the day by ______________________________________________
completing one as well. 1_3_.__H_o_w__c_a_n_f_o_o_d_s_a_f_e_ty__im__p_a_c_t_t_h_e_P_a_p_a_____________
____M_u_r_p_h_y_’_s_B_r_a_n_d_?_____________________________
Your trainer will demonstrate how to properly complete a ____________________________________________________________________________________________
Daily Food Safety Checklist. ____________________________________________________________________________________________
____________________________________________________________________________________________
10. Practice doing one on your own. ______________________________________________
______________________________________________
15 ______________________________________________
______________________________________________
_1_4_. _A_s_a__S_h_if_t_S_u_p_e_r_vi_s_o_r,_w__h_a_t_a_r_e_s_p_e_c_if_ic__th_i_n_g_s______
____y_o_u_c_a_n__d_o_t_o_e_n_s_u_r_e_y_o_u_r__te_a_m__f_o_ll_o_w_s___________
____p_r_o_p_e_r_fo__o_d_s_a_fe_t_y__p_ro_c_e_d_u_r_e_s_?_________________
____________________________________________________________________________________________
____________________________________________________________________________________________
______________________________________________
______________________________________________
______________________________________________
______________________________________________
______________________________________________
1_5_.__W_h__a_t _a_re__c_o_m_m__o_n_f_o_o_d__a_ll_e_rg_e_n_s__an__d_h_o_w__d_o______
____y_o_u_b_e_s_t_c_o_m__m_u_n_i_c_a_te__th__o_se__w_i_th__c_u_s_to_m__e_r_s______
____w_h_o__a_sk__a_b_o_u_t_t_h_e_m_?__________________________
______________________________________________
______________________________________________
______________________________________________
______________________________________________
______________________________________________
______________________________________________
______________________________________________
______________________________________________
______________________________________________
______________________________________________
______________________________________________
______________________________________________
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OUTSIDE & BOH
16. First, complete the Outside and BOH pre-shift duties with your trainer. Then complete the chart below.
During any given shift, you’ll probably notice a handful of tasks that need to be taken care of, but can’t be taken
care of all at once. How you prioritize those tasks will impact your overall effectiveness as the leader of a shift. Rate
each of these tasks and explain the reasons for the score.
54 3 2 1 The reasoning behind your rating
Not Important Needs Immediate
Attention
All but one light bulb is working. The
light that’s burned out is at the back of
the building where no customers will
see it.
Windows look free of dirt and
smudges, except some fingerprints
around the door handle.
Window clings are correct and free
from tape, but look just a little crooked.
Back door is propped open to get some
fresh air in the store.
There are at least 8-10 boxes in the
BOH that haven’t been broken down
and taken out.
You notice a couple of cars that belong
to team members close to the
entrance, but it’s a Monday and you’re
not very busy.
Dough totes full of dough balls are
stacked in the walk-in, but are not
labeled.
It doesn’t look like the water and
sanitizer has been changed in the
3-compartment sink.
Dishes are piling up in the sink area (in
customer view).
16
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CASHIER & PHONES
These 2 stations are particularly important because the
interaction with customers is direct.
17. Provide at least 2-3 reasons each of the following is
important. Think about sales and profitability, customer
service, speed of service, and product quality.
Proper Cash Accuracy Suggestive
Handling Selling
__________________________
__________________________ __________________________ __________________________
__________________________ __________________________ __________________________
__________________________ __________________________ __________________________
__________________________ __________________________ __________________________
__________________________ __________________________ __________________________
__________________________ __________________________ __________________________
__________________________ __________________________ __________________________
__________________________ __________________________ __________________________
__________________________ __________________________ __________________________
__________________________ __________________________ __________________________
__________________________ __________________________ __________________________
__________________________ __________________________
___________________________G______iSf___ta___lC___e___as___r___d___________________________
______________________________F___rB___iee______nin___d___gl___y___________________________ ___________________________E___tP___iqh______uo___en___te___t___e___________________________
__________________________
__________________________ __________________________ __________________________
__________________________ __________________________ __________________________
__________________________ ____________________________________________________ __________________________
____________________________________________________ ____________________________________________________ ____________________________________________________
____________________________________________________ ____________________________________________________ ____________________________________________________
____________________________________________________ ________________________________ ____________________________________________________
________________________________ __________________________ ________________________________
__________________________ __________________________ __________________________
__________________________ __________________________ __________________________
__________________________ __________________________ __________________________
__________________________ __________________________ __________________________
__________________________ __________________________ __________________________
__________________________ __________________________ __________________________
__________________________ __________________________ __________________________
__________________________ __________________________ __________________________
__________________________ ______________1_7___________ __________________________
__________________________ __________________________ __________________________
__________________________ __________________________
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FOH 20. What are some areas in the FOH that seem to get
missed most often? How can you help in making these
Having the Front of House ready for customers is one areas better?
of the most important things you can do prior to any
shift. It’s also one of the steps to maintaining a 5 Star _____________________________________________
store and scoring well on a FVR or DVR visit. Let’s _____________________________________________
practice getting the store ready. _____________________________________________
_____________________________________________
Your trainer has purposely set up the FOH with some _____________________________________________
things correct and others that should be noticed and _____________________________________________
fixed. See how many you can spot. _____________________________________________
_____________________________________________
18. How many incorrect items did you notice? Write _____________________________________________
them down here: _____________________________________________
_____________________________________________
_____________________________________________ _____________________________________________
_____________________________________________ _____________________________________________
_____________________________________________
_____________________________________________ 21. What are some ways you can enhance the look and
_____________________________________________ feel of the FOH?
_____________________________________________ _____________________________________________
_____________________________________________ _____________________________________________
_____________________________________________ _____________________________________________
_____________________________________________ _____________________________________________
_____________________________________________ _____________________________________________
_____________________________________________ _____________________________________________
_____________________________________________ _____________________________________________
1__9_. _W_h_a_t_a_r_e__some tricks/strategies to get the team _____________________________________________
motivated to always have the FOH ready to go for _____________________________________________
customers? _____________________________________________
_____________________________________________ _____________________________________________
_____________________________________________
_____________________________________________
_____________________________________________
_____________________________________________
_____________________________________________
_____________________________________________
_____________________________________________
_____________________________________________
_____________________________________________
_____________________________________________
_____________________________________________
_____________________________________________
_____________________________________________
18
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SHIFT HUDDLES Huddles rally the entire team around common goals
and key focus items and influence teamwork. This 5-
Now that you’ve noted opportunities, set goals, reviewed minute meeting is a good time to set and review goals
the schedule, and assigned positions successfully. The best with the team and to check that all uniforms are
way to deliver this important information to your team is in complete and clean.
a pre or post shift huddle.
A huddle is a lot like a preflight inspection. As the person in
charge, you are the "pilot" of the next shift. Before you
take off, you need to ensure that the airplane is airworthy
and the team is ready to fly. You discuss the flight plan,
check the weather, and go through your pre-flight
checklist.
Whether you are preparing for a flight or a shift, it's easier
to correct problems and communicate objectives before
you start. A safe flight begins before you leave the ground;
a smooth store shift begins before you leave BOH.
A pre-shift huddle ensures that everyone is prepared and
ready to serve your customers and provides an opportunity
to build morale and boost confidence in the management,
and that includes you as a Shift Supervisor. Huddles are a
great way to set the mood, pace, and the goals for the
upcoming shift.
22. What are some items you may want to talk about with the team during a huddle? What are topics you want to
avoid?
HUDDLE ITEMS TO DISCUSS HUDDLE ITEMS TO AVOID
19
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23. Watch as your manager demonstrates a pre-shift huddle for your team. Take notes as you watch and look for
the things we’ve covered so far. You will get to practice next.
TOPICS THAT WERE COVERED STRATEGIES USED TO MOTIVATE THE TEAM
RECOGNITION/PRAISE GIVEN OPPORTUNITIES YOU SEE
LEAD A SHIFT HUDDLE
24. It’s your turn now. Sit down with your trainer and work out a good day for you to lead your own pre-shift
huddle. Plan your huddle in the space provided and you’ll feel more prepared and confident going into it.
What are your
agenda items?
Who needs to
be there?
When and where
will it be held?
What do you think you
might struggle with?
What is your #1 goal
for this huddle?
20
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Although it may not feel natural at first, it’s always a 25. In a quiet area, away from distractions, take
good idea to stop and reflect on how you did, time to evaluate how you feel you’re doing so far.
especially when you’re in the middle of learning new There are no right or wrong answers here. The only
information and developing new skills. thing that matters is that you are honest.
DURING THE HUDDLE, I WAS HAPPY THAT I …
BUT I WISH I HAD …
IN THE FUTURE, I WILL DEFINITELY…
THINGS THAT STAND OUT FROM TRAINING SO FAR ARE…
21
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TEMPERATURE CHECK
My current comfort level with pre-shift execution is:
Extremely Not
Comfortable Comfortable
(1) (2) (3) (4) (5) (6) (7) (8) (9)
O O OO O O O O O
I have successfully completed this section and
I am ready to move on to the next section.
________ _________ _________
Your initials
Trainer’s initials Date
22
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During this section, you will learn about what it means to be a leader during a shift. You will oversee the
operations of the store and ensure everyone is delivering fast, friendly service and outstanding, quality food
to our customers. You will have additional responsibilities beyond this too, like:
1. Adhering to employment and labor laws
2. Following up with issues and providing appropriate feedback
3. Motivating and recognizing successes
4. Enforcing brand standards
TEMPERATURE CHECK
My current comfort level with managing a shift is:
Extremely Not
Comfortable Comfortable
(1) (2) (3) (4) (5) (6) (7) (8) (9)
O O OO O O O O O
24
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TRAVEL PATH
During the shift, it is important to conduct walk-
throughs of the store, following a routine travel path.
Walk-throughs help you ensure the cleanliness and
safety of your team and customers and prepare
everyone for the rush. It is recommended that the
travel path be done at the start of every shift and then
once per hour during the shift.
This is an example of a travel path. Your store will be
different since store layouts vary.
1. In the space provided, draw the layout of your
particular store, including areas and direction of
the travel path. Refer to the Shift Management
section of the OESM for detailed lists of items to
look for in each area.
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CUSTOMER SERVICE 3. Think about yourself and your team, and assess the
following statements.
Customer service is the most important aspect of a
successful operation. To provide extraordinary It is clear to anyone that customers are our #1 priority.
customer service, you must understand who your
customers are including their needs, wants, and how Strongly Agree Neutral Disagree Strongly
to satisfy them. The satisfied customer generally Agree Disagree
comes back, and those repeat customers are the O O O
backbone of a profitable organization. O O
It is the responsibility of the entire team to make each We spend time training new team members about the
and every customer feel honored and valued. This is importance of excellent customer service.
achieved through sincerity, courtesy, efficiency,
personal pride, teamwork, and professionalism. Strongly Agree Neutral Disagree Strongly
Agree Disagree
Customer service extends far beyond the brief O O O
interaction between team members and customers at O O
the cash register. The goal is to deliver an excellent
customer service experience – one that is fast and In the past week, I have witnessed at least one team
friendly – to every single customer, each and every member demonstrate extraordinary customer service.
time they visit a Papa Murphy’s.
Strongly Agree Neutral Disagree Strongly
2. What are some of the qualities of a team member Agree Disagree
who delivers excellent customer service? O O O
O O
Excellent customer service qualities…
When I see great customer service, I always make sure
to praise the team member somehow.
Strongly Agree Neutral Disagree Strongly
Agree Disagree
O O O
O O
When I see poor customer service, I always provide
appropriate feedback and work with the team
member on improving.
Strongly Agree Neutral Disagree Strongly
Agree Disagree
O O O
O O
4. What changes can/will you make based on your
assessment?
_____________________________________________
_____________________________________________
_____________________________________________
_____________________________________________
_____________________________________________
_____________________________________________
_____________________________________________
_____________________________________________
_____________________________________________
_____________________________________________
_____________________________________________
26 ____________________________________________
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PORTIONING MAKE A DIFFERENCE
You will be managing multiple things at once during a
shift. You need to observe:
Providing customers with a high-quality, consistent the customer experience
product experience every time they visit will keep product and/or ingredient prep
your customers coming back for more. Food Safety
Safety and Security of the team and of
Fluffy Not Stuffy is not a new concept, but it can be customers
easily forgotten and as a Shift Supervisor, you’ll want Sales building tactics and execution
to coach your team on the importance of accurate Cleanliness and sanitation
portioning. Over portioning can lead to: Labor Law Compliance
Uniforms and appearance
Unexplained food cost variance
Higher food cost As you move through your travel path, you might see
Inconsistent quality other areas of opportunity. Write them down and
Reduced profit begin thinking about how you might coach for
improvement.
Does your team Fluff or Stuff? If you have a performance issue with a team member,
your responsibility is to communicate with them. This
sounds easy but may not be in reality.
5. Ask your team members to portion a cup of bacon, Providing feedback is a skill that takes practice, even
tomatoes, or artichokes like they typically would on a for an experienced manager. Let’s start with the
Friday night. Place their portioned cup of the item on basics and then you can watch it in action and then
a piece of cling film. Then, do the same thing yourself: practice.
portion a cup of the same item correctly using the
“Fluffy not Stuffy” procedure and place on a piece of BE POSITIVE No matter what, try and make it a
cling film. Weigh each item on the scale. Chances are, positive process and experience for
your team members are packing or scooping the cups you and the other person. They
which leads to over portioning the pizzas. should feel like they’re being given
a fun challenge to improve, not a
6. How can over portioning lead to out-of-control food scolding.
cost?
_____________________________________________ BE TIMELY Provide feedback as quickly as you
_____________________________________________ can after you observe the
_____________________________________________ behavior/issue.
_____________________________________________
_____________________________________________ Prepare what you want to say
_____________________________________________ BE SPECIFIC ahead of time and be specific.
_____________________________________________
_____________________________________________ STAY Don’t dump too much on him/her
_____________________________________________ FOCUSED all at once. Stay focused on one
_____________________________________________ specific behavior.
_____________________________________________
____________________________________________ 27
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MAKE A DIFFERENCE 9. How will you apply this to your everyday interactions
with your team?
PROVIDE The old saying “Be a part of the _______________________________________________
SUGGESTIONS solution, not the problem” _______________________________________________
applies. Lead the conversation in a _______________________________________________
positive direction by helping come _______________________________________________
up with a plan for improvement _______________________________________________
while asking for their ideas as well. _______________________________________________
_______________________________________________
FOLLOW UP Check in periodically to see that _______________________________________________
the behavior has changed for the _______________________________________________
better. If not, you may need _______________________________________________
another meeting. If it has _______________________________________________
improved, praise them and _______________________________________________
possibly recognize them for a job _______________________________________________
well done. _______________________________________________
_______________________________________________
Let’s see how different strategies feel. Your trainer _______________________________________________
will set up the FEEDBACK activity and then you’ll have _______________________________________________
a chance to record your thoughts and reactions _______________________________________________
below. _______________________________________________
_______________________________________________
7. How did you feel while you were looking for the
card in each situation? 28
_____________________________________________
_____________________________________________
_____________________________________________
_____________________________________________
_____________________________________________
_____________________________________________
_____________________________________________
_____________________________________________
_____________________________________________
_____________________________________________
_____________________________________________
_8_. _E_xp__la_in__w_h_i_c_h_s_t_y_le_o__f _fe_e_d_b_a_c_k__w_a_s_m__o_s_t _b_e_n_e_fi_c_ia_l_
_fo_r_y_o_u__a_n_d_w__hy.
_____________________________________________
_____________________________________________
_____________________________________________
_____________________________________________
_____________________________________________
_____________________________________________
_____________________________________________
_____________________________________________
_____________________________________________
_____________________________________________
_____________________________________________
_____________________________________________
____________
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OBSERVE
10. Shadow your trainer during a shift, taking notes and observing best practices. Then it will be your turn to
practice.
THINGS I CAN’T FORGET TO DO ARE...
I NOTICED …
I WILL HAVE TO PRACTICE…
I STILL HAVE QUESTIONS ABOUT…
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MANAGE A SHIFT
Before you demonstrate your knowledge of how to efficiently run a shift, create a plan. We recommend using a
checklist to make sure you are covering all of the necessary components. We’ve started it for you. Now fill in the
details with what you already know.
11. What will you look for and coach for?
THE CUSTOMER EXPERIENCE PRODUCT AND/OR INGREDIENT PREP
FOOD SAFETY SAFETY/SECURITY OF THE TEAM AND OF CUSTOMERS
SALES BUILDING TACTICS AND EXECUTION CLEANLINESS & SANITATION
UNIFORMS AND APPEARANCE
30
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TEMPERATURE CHECK
My current comfort level with managing a shift is:
Extremely Not
Comfortable Comfortable
(1) (2) (3) (4) (5) (6) (7) (8) (9)
O O OO O O O O O
I have successfully completed this section and
I am ready to move on to the next section.
________ _________ _________
Your initials
Trainer’s initials Date
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The job doesn’t end when the doors close. Your responsibilities during post-shift are as important as any other
time during the day. The other shift supervisor(s) will be counting on you to leave the store clean and ready to
go for the next shift. You’ll need to schedule the right people for the right jobs during closing too, so no one
slows down the process and everyone gets out on time.
TEMPERATURE CHECK
My current comfort level with post-shift management is:
Extremely Not
Comfortable Comfortable
(1) (2) (3) (4) (5) (6) (7) (8) (9)
O O OO O O O O O
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END OF DAY WORKFLOW CLOSING
Every store has general cleaning and sanitizing duties To get your team out on time requires a well-
that are completed as a part of the “closing established routine and a plan of action to know how
procedures”. These jobs are typically completed you will handle potential situations when they arise.
during the last 30-60 minutes of each business day. Complete the following to the best of your ability
Due to various layouts of Papa Murphy’s stores, some without the help of your trainer. Then discuss your
closing procedures may not apply to your store. There answers with him/her.
may also be some jobs missing from the list for your
store. 1. What is the most effective way to divide the tasks
among team members?
Consider using a Closing Checklist (pictured to the
right) or use one you already have developed for your _____________________________________________
store specifically. _____________________________________________
_____________________________________________
The End of Day Workflow guides you through the _____________________________________________
end of day procedures when closing your store, _____________________________________________
including (but not limited to): _____________________________________________
_____________________________________________
Checking for open orders _____________________________________________
_____________________________________________
Verifying cashier checkouts are complete _____________________________________________
_____________________________________________
Printing Daily Inventory Worksheets for the _____________________________________________
next day _____________________________________________
Entering spoilage and loss.
Open orders in all queues must be deleted, a void
reason selected, and the check closed. This includes
any future orders with the current business date that
are still open. Any call in orders left in Aloha Takeout
(ATO) at the end of the day will close to cash and
cause a cash shortage.
For step-by-step procedures for closing open orders
in all queues, refer to the POS manual.
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2. What are some incentives to get team members to 5. What actions will you take to meet these challenges?
complete these tasks? _____________________________________________
_____________________________________________
_____________________________________________ _____________________________________________
_____________________________________________ _____________________________________________
_____________________________________________ _____________________________________________
_____________________________________________ _____________________________________________
_____________________________________________ _____________________________________________
_____________________________________________ _____________________________________________
_____________________________________________ _____________________________________________
_____________________________________________ _____________________________________________
_____________________________________________ _____________________________________________
_____________________________________________ _____________________________________________
_____________________________________________ _____________________________________________
_____________________________________________ _____________________________________________
____________ __
3. How can you reduce the amount of work at the end
of any shift? 6. Watch as your trainer shows you the proper way to
_____________________________________________ complete an EOD Workflow, taking notes as necessary
_____________________________________________ on the following page.
_____________________________________________
_____________________________________________ 7. Complete an End of the Day Workflow and closing
_____________________________________________ checklist of your own and get feedback about how you
_____________________________________________ did from your trainer on the following page as well.
_____________________________________________
_____________________________________________
_____________________________________________
_____________________________________________
_____________________________________________
_____________________________________________
____________
4. What areas of the post-shift are the most challenging
for you?
_____________________________________________
_____________________________________________
_____________________________________________
_____________________________________________
_____________________________________________
_____________________________________________
_____________________________________________
_____________________________________________
_____________________________________________
_____________________________________________
_____________________________________________
_____________________________________________
____________
36
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I DIDN’T REALIZE...
I EXCELLED AT...
AREAS OF OPPORTUNITY ARE…
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TEMPERATURE CHECK
My current comfort level with post-shift management is:
Extremely Not
Comfortable Comfortable
(1) (2) (3) (4) (5) (6) (7) (8) (9)
O O OO O O O O O
I have successfully completed this section and
I am ready to move on to the next section.
________ _________ _________
Your initials
Trainer’s initials Date
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CRISIS MANAGEMENT Regardless of the situation, you’ll want to handle it calmly
and professionally. Doing so, you can:
We’d like to think we’re prepared to handle situations __________________________________________
that arise in your store, but once in a while something
happens unexpectedly or out of the ordinary; the __________________________________________
power goes out, the POS shuts down, the walk-in
cooler stops working. __________________________________________
Whatever it is, however big or small, you may need to Many people get so focused on just getting through the
know how to respond in a timely, calm manner and crisis or situation that they forget about the big picture
possibly without a manager or Franchise Owner on- and how it can impact the store’s goals.
site. Keep in mind that customers usually remember You may also be faced with an emergency involving a
less about the actual crisis and more about how you piece of equipment. This can be very frustrating if you
handled it. don’t know what to do.
For instance, what do you think you should do if:
COMMON ISSUES IN THE FOOD
SERVICE INDUSTRY INCLUDE: The mixer stops working as your team is
prepping for the day?
1.
The POS shuts down in the middle of a shift?
2. The walk-in cooler doesn’t seem so cool?
As a Shift Supervisor, you will need to know where to go
for the answers to these and other potential situations
and have the confidence to act on them appropriately.
3. Test your knowledge.
What constitutes a crisis?
_____________________________________________
4. _____________________________________________
_____________________________________________
_____________________________________________
5. _____________________________________________
_____________________________________________
_____________________________________________
_____________________________________________
6. _____________________________________________
_____________________________________________
_____________________________________________
_____________________________________________
40 ____________
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What would you do if: A customer calls complaining about vomiting after
eating a pizza your store made?
A product has been recalled? _____________________________________________
_____________________________________________
_____________________________________________ _____________________________________________
_____________________________________________ _____________________________________________
_____________________________________________ _____________________________________________
_____________________________________________ _____________________________________________
_____________________________________________ _____________________________________________
_____________________________________________ _____________________________________________
_____________________________________________ _____________________________________________
_____________________________________________ _____________________________________________
_____________________________________________ _____________________________________________
_____________________________________________ _____________________________________________
_____________________________________________ _T_h_e__S_h_e_e_te_r__starts making a loud noise when in
_____________________________________________ operation?
_A_c_u_s_t_o_m_e_r_c_l_aims to have found a foreign object
in their pizza? _____________________________________________
_____________________________________________ _____________________________________________
_____________________________________________ _____________________________________________
_____________________________________________ _____________________________________________
_____________________________________________ _____________________________________________
_____________________________________________ _____________________________________________
_____________________________________________ _____________________________________________
_____________________________________________ _____________________________________________
_____________________________________________ _____________________________________________
_____________________________________________ _____________________________________________
_____________________________________________ _____________________________________________
_____________________________________________ _____________________________________________
_____________________________________________ _T_h_e__H_o_b_a_r_t_m_ixer’s agitator is touching the bowl
____________ when you turn it on?
Inclement weather is expected to hit the area (a _____________________________________________
tornado or flooding for example)? _____________________________________________
_____________________________________________ _____________________________________________
_____________________________________________ _____________________________________________
_____________________________________________ _____________________________________________
_____________________________________________ _____________________________________________
_____________________________________________ _____________________________________________
_____________________________________________ _____________________________________________
_____________________________________________ _____________________________________________
_____________________________________________ _____________________________________________
_____________________________________________ _____________________________________________
_____________________________________________ _____________________________________________
_____________________________________________ ____________
_____________________________________________
____________
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FINAL THOUGHTS
Think about all that you’ve experienced and learned over the course of your training. Capture your
final thoughts here.
What was your greatest learning? What was your greatest strength?
____________________________________________ _________________________________________
____________________________________________ _________________________________________
____________________________________________ _________________________________________
____________________________________________ _________________________________________
____________________________________________ _________________________________________
____________________________________________ _________________________________________
____________________________________________ _________________________________________
____________________________________________ _________________________________________
____________________________________________ _________________________________________
____________________________________________ _________________________________________
____________________________________________ _________________________________________
____________________________________________ _________________________________________
____________________________________________ _________________________________________
____________________________________________ _________________________________________
____________________________________________ _________________________________________
____________________________________________ _________________________________________
____________________________________________ _________________________________________
____________________________________________ _________________________________________
____________________________________________ _________________________________________
____________________________________________ _________________________________________
____________________________________________ _________________________________________
____________________________________________ _________________________________________
____________________________________________ _________________________________________
____________________________________________ _________________________________________
____________________________________________ _________________________________________
____________________________________________ _________________________________________
____________________________________________ _________________________________________
____________________________________________ _________________________________________
____________________________________________ _________________________________________
__________________________________________4_4_ _________________________________________
____________________________________________ _________________________________________
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What do you think you’ll have to work on the longest? What excites you most about this position?
____________________________________________ _________________________________________
____________________________________________ _________________________________________
____________________________________________ _________________________________________
____________________________________________ _________________________________________
____________________________________________ _________________________________________
____________________________________________ _________________________________________
____________________________________________ _________________________________________
____________________________________________ _________________________________________
____________________________________________ _________________________________________
____________________________________________ _________________________________________
____________________________________________ _________________________________________
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____________________________________________ _________________________________________
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____________________________________________ _________________________________________
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____________________________________________ _________________________________________
____________________________________________ _________________________________________
____________________________________________ _________________________________________
____________________________________________ 45 _________________________________________
____________________________________________ _________________________________________
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