Scheduling agency and casual staff for peak periods
During peak periods you can't always rely on your core team, and it's tempting to just book whoever an agency has available. But casual staff you've never briefed before cost you time and risk on the day itself. This article covers how to build a flexible pool of reliable casual and agency staff, how to brief them quickly without repeating a full induction every time, and what to weigh up between a fixed pool and an agency.
Why a fixed pool beats booking from scratch every time
If you call an agency for "whoever's available" every time you hit a peak, you get different, unfamiliar people who don't know how you work. A fixed flexible pool, a small group of casual staff you call on again and again, already knows your kitchen, your venues and your expectations. That saves you time and stress on the day itself, exactly when you can least afford it.
How to build that flexible pool
Start small: a handful of reliable casual staff you keep calling back rather than new names from an agency every time. Keep track of who performed well, turned up on time and could work independently, and call those people first for the next peak. Only top up with an agency for the part your fixed pool can't cover, so most of your team stays familiar ground.
Briefing people quickly without losing time
At a big peak, you don't have time to induct everyone individually in detail. Work with a standard, short briefing card that everyone gets on arrival: what's where, who's in charge that day, and what the house rules are. Your regulars only need a quick refresher, new agency staff need a bit more time, but with the same card as the starting point.
Keeping tabs on reliability
Keep a record of who worked when and how it went, so you're not guessing again at the next peak. Always confirm shifts in writing, with time, location and any dress code, that prevents the misunderstandings that lead to no-shows. Also build in a small buffer: book one or two more people than strictly needed, since the chance of a cancellation is higher with casual staff than with your core team.
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Frequently asked questions
How do you build a flexible staffing pool?
Start with a small number of reliable casual staff you call back regularly, and only top up with an agency for the part your fixed pool can't cover.
How do you brief casual staff quickly without losing time?
Use a standard, short briefing card that everyone gets on arrival. Your regulars only need a refresher, new agency staff need a bit more time.
How do you prevent no-shows among casual and agency staff?
Always confirm shifts in writing, with time, location and dress code, and build in a buffer of one or two extra people.
When do you use an agency instead of your own casual staff?
When your fixed pool can't cover the peak, or when you haven't built up enough reliable people of your own yet.
How do you keep track of who's reliable?
Note how each shift went afterwards, and call the people with the best track record first for the next peak.
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