My shift manager wants me to step in for him next week, and I said yes because I really want to come off as a competent member, but as I'm getting closer to the day, I'm freaking out. How do you balance staying ‘hands-on’ during a rush with actually managing the floor? I'm also afraid I'll have to deal with guest issues in real time. Any tips for me?

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Before the shift, clarify priorities: “During rush, my #1 job is keeping the floor flowing, not doing every task myself.” Stay near the action, scan constantly, and give short, clear directions instead of jumping on a station. For guest issues, remember the basics: listen fully, empathize (“I get why you’re upset”), take one concrete action (replace, comp small item, or escalate), and then move on quickly.

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That's exciting! They clearly trust you, so you must be doing something right. Don't overthink this. A lot of dealing with the busy times just comes down to staying calm and making sure the staff is all on the same page. Guest issues aren't that big a deal either, unpleasant as they can be - most of the time, these people just want to feel heard. Or score a freebie. Let them vent, apologize, offer to make it right and move on. You've got this.

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My question is. Was this ok by the G.M. you should not be training at a higher level while still covering your position unless they said you in the future will move into that position. You should be paid accordingly. And have a safety net if you need it. This sounds like your shift manager wants you to cover for him. I have seen it before. Congratulations

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will do thnx

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