OPERATIONS MANAGEMENT
Shift Handove
Shift Handover is the process of transferring important operational information, responsibilities, pending issues, and priorities from one shift or manager to the next.
A good handover answers:
– What happened?
– What is happening now?
– What is still pending?
– What does the next shift need to do?
A weak handover can make the next shift repeat the same mistakes.
The goal is not just to report information – it’s to ensure a smooth and successful next shift.
1. Business & Sales Update
Communicate the business situation:
– Sales achieved
– Transactions
– Average transaction value
– Sales vs target
– Sales vs previous period
– Peak periods
– Unusual sales patterns
– Large orders
– Promotions affecting sales
Not just numbers – help the next manager understand the business they are taking over.
2. Team & Staffing
Communicate the people situation:
– Attendance
– Absences
– Late arrivals
– Early departures
– Staff shortages
– New employees
– Support required
– Performance concerns
– Break status
– Deployment changes
Example: “We are short one cashier for the dinner peak, so the supervisor will support the POS during the rush.”
3. Product Availability
Communicate what is available and what isn’t:
– Out-of-stock products
– Low-stock items
– Products being prepared
– Pending preparation
– Expected deliveries
– Expiry concerns
– Substitution requirements
– 86 items
FOH must know immediately if BOH cannot produce a product.
4. BOH & Production
Include:
– Mise en place completed
– Pending preparation
– Production issues
– Quality concerns
– Recipe issues
– Remakes
– Large orders
– Bottlenecks
– Food safety concerns
The next team should know what they are inheriting.
5. FOH & Customer Experience
Communicate the customer-facing situation:
– Customer complaints
– Pending complaints
– VIP customers
– Service delays
– Difficult situations
– Refunds or compensation
– Customer requests
– Service recovery actions
If a complaint is still open, share: what happened -> what was promised -> what was done -> what remains.
6. Cash & POS
Handover may include:
– Cash status
– Cash discrepancies
– POS problems
– Voids
– Refunds
– Discounts
– Cancelled transactions
– Payment issues
– Pending reconciliation
Document and communicate anything unusual.
7. Equipment & Maintenance
Communicate:
– Equipment breakdowns
– Abnormal operation
– Maintenance requests
– Refrigeration issues
– POS problems
– Coffee machine issues
– Oven/fryer problems
– Pending technician visits
Explain what happened + current condition + temporary solution + action required.
8. Cleanliness & Food Safety
Communicate any concerns:
– Cleaning
– Sanitization
– Temperature control
– Storage
– Labeling
– Expiry
– Waste area
– Pest concerns
– Food safety incidents
A food-safety issue must never be left for the next team to discover.
9. Delivery & Aggregators
Communicate:
– Pending orders
– Cancelled orders
– Delayed orders
– Driver issues
– Missing items
– Platform problems
– Customer complaints
– Menu availability
– Promotions
A delivery problem can continue into the next shift if nobody communicates it.
10. Pending Issues
For each issue, provide:
– Issue
– Current Status
– Responsible Person
– Next Action
– Deadline
Example:
Ice machine: Maintenance reported -> Technician requested -> Temporary backup arranged -> Follow up before 6 PM.
Now the next manager knows exactly what to do.
11. Important Events & Special Situations
Prepare the next shift for:
– Large reservations
– Catering orders
– VIP visits
– Promotions
– Events
– Expected peak periods
– Delivery campaigns
– Corporate orders
– Special customer requirements
The earlier the information is shared, the more time the next shift has to prepare.
12. Priorities for the Next Shift
Example:
Next Shift Priorities
1. Complete chicken preparation before 6 PM.
2. Follow up on refrigerator maintenance.
3. Monitor dinner peak deployment.
4. Follow up with the customer regarding the pending complaint.
5. Monitor the low stock of packaging materials.
Turn information into an action plan.
13. Written vs Verbal Handover
Written:
– Record
– Accountability
– Reference
– Traceability
Verbal:
– Context
– Clarification
– Questions
– Immediate understanding
Important issues should not depend on memory alone.
14. Manager-to-Manager Handover
Share a complete picture:
1. Business
2. People
3. Product
4. Customer
5. Equipment
6. Cash/POS
7. Pending Issues
8. Priorities
Don’t just say “Everything is fine.” Give the full picture.
15. The Incoming Manager
Be proactive:
– Listen
– Ask questions
– Review the handover
– Verify critical information
– Confirm priorities
– Take ownership
When necessary:
“Show me the issue.”
Good handover + verification = better control.
16. The Golden Rule
A good handover prevents the next team from asking:
“What happened before we came?”
Instead, they should already know:
– What happened
– What is happening
– What needs to happen next
Shift Handover Formula :
Review – Record – Communicate – Confirm – Transfer Ownership – Follow Up
The Ultimate Objective:
– No lost information.
– No lost responsibility.
– No repeated problems.
Plan Today – Smooth Operations Tomorrow