Service ExcellenceSE 102

Service Leadership for New Supervisors

Prepares new supervisors to run a shift, coach on the spot and hold standards.

A manager briefing two restaurant staff before service
Duration
2 Day, 16 hours
Level
Foundation
Mode
Classroom
Class size
Up to 20 learners
Certification
Certificate of Completion

Who Should Attend

Senior frontline staff, shift leads and newly promoted supervisors.

Entry Requirements

Minimum qualification
GCE 'N' Level, Nitec or equivalent
Language
Able to listen, speak, read and write in English
Working experience
At least 6 months in a frontline role

If you do not meet the minimum qualification, we may still accept you based on your working experience. Contact us before you register.

Learning Outcomes

By the end of the course, you will be able to:

  • Plan a shift, including deployment, breaks and peak-hour cover
  • Brief a team before service in under five minutes
  • Check service standards during a shift using simple floor checks
  • Give on-the-spot feedback that corrects without demotivating
  • Hold a first conversation about lateness, attitude or repeated mistakes

Course Outline

Day 18 hours
01From team member to supervisor2 hours

What changes in your role, and what your team now expects from you.

02Running a shift3.5 hours

Deployment, breaks, peak cover and the pre-shift briefing. Each participant plans and delivers a briefing.

03Floor checks2.5 hours

Short checks that show whether standards are holding, and what to do when they are not.

Day 28 hours
04Coaching on the floor3 hours

Feedback in the moment, practised in role-plays based on common shift situations.

05Difficult conversations2 hours

Lateness, attitude and repeated mistakes. What to say, and what to record.

06Your first 90 days1 hour

A personal action plan to take back to work.

07AssessmentFinal session2 hours

See the assessment section below.

Assessment

Method

A shift plan, a pre-shift briefing delivered to the class, and a coaching role-play.

When

Final session, 2 hours

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