Scheduling agency and casual staff for peak periods

During peak periods you can't always rely on your regular team, and it's tempting to just book someone through an agency. But casual staff you've never briefed before cost you time and risk on the day itself. In this article you'll find how to build a flexible layer of reliable casual and agency staff, how to brief them quickly without repeating a full briefing every time, and what to look out for when choosing between a fixed pool and an agency.

Why a regular layer works better than booking fresh every time

Call an agency for "whoever's available" at every peak, and you get different, unfamiliar people each time who don't know how you work. A fixed flexible layer, a small group of casual staff you call back 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 layer

Start small: a handful of reliable casual workers you call back regularly, instead of fresh names through 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 regular layer can't cover, so most of your team stays familiar ground.

Briefing without losing time

At a big peak you don't have time to brief everyone individually in full. So use a fixed, short briefing card that everyone gets on arrival: where things are kept, who's in charge that day, and what the house rules are. A quick refresher is enough for your regulars, for agency staff you're seeing for the first time allow a bit more time, but with the same card as a starting point.

Keeping track of reliability

Keep track of who worked when and how it went, so at the next peak you're not guessing again who's suitable. Always confirm shifts in writing, with time, location and any dress requirements, that prevents the misunderstandings that lead to no-shows. On top of that, build in a small buffer: ask for 1 to 2 more people than strictly needed, because the chance of a casual worker cancelling is higher than with your regular team.

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Frequently asked questions

How do you build a flexible layer?

Start with a small number of reliable casual workers you call back regularly, and only top up with an agency for the part your regular layer can't cover.

How do you brief casual staff quickly without losing time?

Use a fixed, short briefing card that everyone gets on arrival. Your regulars just need a quick refresher, for new agency staff you'll 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 requirements, and build in a buffer of 1 to 2 extra people.

When do you choose an agency instead of your own casual staff?

When your regular layer can't cover the peak, or when you haven't yet built up enough reliable people of your own.

How do you keep track of who's reliable?

Note down after every shift how it went, and call the people with the best track record first for the next peak.

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