Mindset & resilience
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Mindset: recovering after a tough table
sop #mindset A guest was rude, hostile, or unreasonable. You handled it. Now you have 8 more tables and the next two hours. Three breaths. Wash your...
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Mindset: when the room flips on you
sop #mindset Sometimes the room turns — a fight, a major complaint, a fire alarm, a power outage. The first move is breath. Then identify: what is...
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Mindset: difficult guests
sop #mindset Difficult guests are not your enemy. They're someone having a bad night. Three internal reframes: 1) 'This isn't about me.' 2) 'How would...
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Mindset: asking for help
sop #mindset Asking for help is a strength, not a weakness. Symptoms of needing help: drowning at the well, overwhelmed with section, behind on...
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Mindset: post-shift decompression
sop #mindset Service is intense. 60 minutes of decompression before driving or sleeping. Family meal-style debrief is encouraged — what went well,...
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Mindset: short-fuse recovery
sop #mindset You snapped at a guest. You're flustered. Step 1: get off the floor for 60 seconds. Walk-in, restroom, anywhere. Step 2: 3 deep breaths....
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Mindset: owning mistakes
sop #mindset You made a mistake. Three steps: 1) Acknowledge ('that was on me'). 2) Fix what's fixable. 3) Tell MOD. Hiding mistakes is the only...
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SOP: Cry in the walk-in
Bad nights happen. Bad news during a shift happens. Difficult guests, family emergencies, personal stress — it all hits the same place. If you need...
