When is it appropriate to call a manager during a shift?

Calling a manager during a shift is appropriate when dealing with serious issues such as customer complaints or safety concerns that cannot be resolved through standard protocols. This is crucial because managers are trained to handle complex situations that require additional authority or resources. For example, if a customer has a significant complaint that can impact the reputation of the restaurant or if there is a safety concern affecting the team or customers, the manager's involvement is necessary to ensure that the issue is addressed effectively and swiftly.

Managers possess the experience and authority to make decisions that team members may not be equipped to handle. This can include offering compensation to disgruntled customers or implementing safety measures promptly. Handling serious issues quickly helps maintain a positive atmosphere and ensures the safety and satisfaction of both customers and employees.

Addressing minor customer complaints or less severe issues might not warrant a manager’s intervention, as these can often be resolved through standard procedures by team members. Similarly, calling for a manager when a team member feels overwhelmed might not always be necessary unless this is impacting service quality or team dynamics significantly. Lastly, a team member being on break would not be a valid reason for calling a manager, as breaks are typically a time for individual rest rather than operational issues.