Executive Summary
The individual project was aimed at exploring various aspects of the human resources operations in recruitment, training, employee scheduling, and documentation. The paper provides detailed job descriptions for the restaurant manager and waiter positions. Additionally, an orientation and training plan are provided for the waiter position; a work schedule for one week’s operations is also provided as part of the document, as well as the list of employees and the HR department budget for the next year. This data is instrumental in making various HR decisions from hiring to performance management across all departments.
Job Descriptions
Job Description: Restaurant Manager
Job Introduction
A restaurant manager oversees all the operations of a restaurant across all departments namely, service, kitchen and maintenance departments.
Designation
Restaurant Manager
Job Summary
A restaurant manager leads all aspects of the restaurant business, including those involved in maintaining restaurant revenue flow and ensuring consistent, efficient restaurant operations.
Duties and Responsibilities
- Ensuring customer satisfaction through the delivery of superior services.
- Providing efficient and accurate responses to customer complaints.
- Reviewing product qualities and researching new vendors frequently.
- Scheduling and supervision of restaurant staff shifts
Training Details
A restaurant manager role requires a Bachelor’s degree in business administration, hospitality management, or any other related field. Culinary schooling is considered an added advantage in the role.
Authorities
The incumbent reports to the general manager and has authority over all employees in the restaurant, including the supervisors, other technical staff, and support staff.
Salary Range
The salary range for a restaurant manager is between $44,000 and $65,000. The median salary for the job in the U.S is $54,663 (Workable Technology Limited par. 5).
Reporting Authority
The incumbent reports to the general manager of the restaurant or establishment to which the restaurant belongs.
Performance Standards
A restaurant manager’s performance is evaluated based on the required skills and abilities, such as financial management skills, communication skills, coordination skills for working with other employees, production and productivity levels in the restaurant, and customer service standards in the restaurant.
Job Description: Waiter
Job Introduction
A waiter works as a service provider in the restaurant business, delivering food and beverages to customers based on the customers’ orders.
Designation
Waiter
Job Summary
A waiter is responsible for uplifting the customers’ service experience by providing direct services to customers.
Duties and Responsibilities
- Creating rapport with customers by generally being the first contact for customers.
- Showing customers around to their tables.
- Providing customers with menus and any detailed information about the menus if requested, such as information on portions, ingredients, and allergies.
Training Details
A high school diploma is a sufficient qualification for a waiter.
Authorities
A waiter has the authority to make decisions that are aimed at addressing customers’ needs.
Salary Range
The average salary scale for a waiter is $17,000 to $32,000 per year, with a median of $21,689 (Study.com par. 4).
Reporting Authority
The incumbent reports to the restaurant supervisor
Performance Standards
Specific key performance indicators for waiters include service efficiency, communications efficiency, and adherence to policies and protocols in the restaurant.
Orientation Program for a Waiter
The orientation program for the organization presented in Table 1 below was developed based on the template provided by The BC Cook Articulation Committee (12).
Table 1. Employee Orientation Plan
| Timelines | Key activity | Specific activities | Objectives |
| Before the start date | Documentation | · Provision of company literature – employee manual, organizational chart, company brochure, map of the premises, a glossary of terminology, and list of internal contacts to be used for inquiries | To acquaint the new hire with the organizational policies, premises, and documentations |
| Day 1 | Welcoming the employee | Touring the premises, department, and explaining the positioning of key areas, such as lavatories, coffee areas, and parking facilities. | To create familiarity between the new employee and other staff as well as the work environment. |
| Day 2 | Introducing the employee to the tasks | Explaining supervision levels at the department. | To ensure that the employee is well set-out for effective role performance |
Training Plan
Employee training is an important practice towards ensuring effectiveness in service delivery. Lee, Park, and Moon describe the benefits of employee training and the importance of topic selection to match the job description (74). The training plan for the waiter position developed based on the job description is thus provided in Table 2 below:
Table 2. Waiter Training Plan
| Day | Major Lesson Areas | Topics Covered | Timelines |
| Day 1 | Providing customer service | Importance of the customer
Customer service procedures Handling customer complaints |
45 minutes
4 hours with 15 minutes breaks every 1 hour 1 hour |
| Day 2 | Table clearing and preparation | Clearing table service areas
Storing condiments Preparing restaurant furniture for dining Laying the table for foodservice |
30 minutes
30 minutes 1 hour
2 hours |
| Day 3 | Providing table service | Communication practices.
Handling cutlery.
Effective service delivery Handling wines and beverages. |
1 hour
2 hours
2 hours |
Lesson Plan for Handling Customer Complaints
Date: August 2020.
Students: New waiters for XYZ Restaurant
Lesson Duration: I hour
Topic: Handling customer complaints
Objectives:
- To enable employees to understand the importance and types of customer complaints that can be received.
- To identify and familiarize with common complaints from restaurant customers.
- To understand the complaint handling procedure in the organization.
- To understand the best practices for handling different types of customer complaints.
Resources: Restaurant policy on complaint handling procedures, literature on customer feedback and complaint management, complaint register template, writing materials.
Sub-topics to be covered:
- Advantages of customer feedback/ complaints
- Range of complaints that can be received.
- Common customer complaints in a restaurant
- Complaint handling procedures
- Dealing with irate customers
- Documentation and follow-up on complaints
- Referral of customer complaints.
Mode of delivery: Presentations, questions, and answers, open discussions.
Comments:__________________________________________________________________
One Week Schedule
Each of the organization’s employees is assigned to a specific shift based on which the weekly schedules are planned. Table 3 gives the one-week schedule for XYZ Restaurant
Table 3. One Week Schedule
| Day | Day shift | Night Shift |
| Monday | B, G | A |
| Tuesday | B, G | C |
| Wednesday | A, G | C |
| Thursday | B, G | A |
| Friday | B, G | C, A |
| Saturday | C, G | B, C |
| Sunday | A | Closed |
List of Employees and their Details
| Employee No. | Name | Position | Hours per Week | Salary (Annual in $) | Shift |
| 001 | Christina James | General Manager | 40 | 67,000 | G |
| 001 | John Doe | Restaurant Manager | 40 | 50,000 | G |
| 002 | Alison Jane | HR Officer | 40 | 55,000 | G |
| 003 | Derek Williams | Technical manager | 40 | 50,000 | G |
| 004 | William | Restaurant supervisor | 48 | 32,000 | G |
| 005 | Mary | Restaurant supervisor | 48 | 30,000 | G |
| 006 | Mark | Head chef | 48 | 41,000 | G |
| 007 | Desmond | Waiter | 60 | 22,000 | A |
| 008 | Dorothy | Waiter | 60 | 21,000 | A |
| 009 | Betty | Waiter | 60 | 20,000 | B |
| 010 | Stephen | Waiter | 60 | 21,000 | B |
| 011 | Irene | Waiter | 60 | 22,000 | C |
| 012 | Charles | Waiter | 60 | 18,000 | C |
| 013 | Linda | Chef | 60 | 23,000 | A |
| 014 | Moses | Chef | 60 | 20,000 | A |
| 015 | Cleophas | Chef | 60 | 25,000 | B |
| 016 | Kyle | Chef | 60 | 25,000 | B |
| 017 | Joel | Chef | 60 | 24,000 | C |
| 018 | Sam | Chef | 60 | 21,000 | C |
| 019 | Percy | Maintenance support | 48 | 18,000 | G |
| 020 | Dortmund | Driver | 48 | 18,000 | G |
| 021 | Johnson | Storekeeper | 40 | 23,000 | G |
HR Department Budget
The main budgetary item for the HR department is the salaries and training expenses. The table below gives a detailed budget for the next financial year for the department.
| Cost item | Annual Budget |
| Salaries | $ 650,000 |
| Recruitments | $ 40,000 |
| Performance improvement training | $ 45,000 |
| Bonuses and incentives | $ 20,000 |
| Total | $ 755,000 |
HR Policies and Procedures
Recruitment Policy and Procedure
The organization’s recruitment policy and procedure have been developed based on the outline provided by SHRM (par. 1-8). The objective of the policy is to standardize the recruitment process at the XYZ organization across the departments. All departments will follow the procedure outlined below in filling vacant positions.
Personnel Requisitions
In case of a vacancy, the department head will develop a personnel requisition form detailing the vacant position, need for additional staffing, job description, essential job responsibilities, and special recruitment requirements.
Intake Meetings
The HR and the department head will meet prior to the advertisement to create a common understanding of the opening and explore options for filling the vacancy.
Job Postings
Confirmed available jobs will be advertised both internally via the notice board and externally through selected recruitment agencies. Short-listed candidates will be invited for interviews.
Internal Applicants
Internal applicants will be given priority over other applicants.
Interview Process
The interviews will be conducted collaboratively by the HR and the hiring manager, and candidates who qualify based on experience, education, and behavioral factors will be notified by HR within one week of interviewing.
Reference Checks
Reference checks will be conducted on candidates confirmed suitable for the roles.
Employment Offer
Official offer letters will be sent to the selected candidates via their preferred channels of communication, and they will be invited for further discussions, including orientation and training.
Disciplinary Policy and Procedure
The objective of the disciplinary policy for XYZ Restaurant is to ensure a standard approach to managing disciplinary issues in the organization. The following sections outline the disciplinary procedure for the organization.
- All minor disciplinary issues will be handled at the department level by the department head.
- Any disciplinary complaint that surpasses the department head will be reported to the HR office for handling according to outlined disciplinary procedures.
- A written explanation of the disciplinary issues in question will be provided to the accused individual with instructions to submit a show-cause letter against disciplinary action.
- The submitted show-cause letter will be reviewed to examine the justification for disciplinary claims made against the accused.
- In case of insufficient evidence of wrong-doing, the case will be dismissed, and effective communication made between the accused and the department head.
- In the absence of sufficient evidence against wrongdoing, the accused will be invited to a disciplinary meeting.
- The accused person is allowed to attend the meeting with a friend or any other employee as a witness.
- The meeting will be held by the disciplinary committee, which includes the HR and the department head alongside other selected individuals.
- The findings of the disciplinary committee will be used to make appropriate decisions.
- Disciplinary measures will be taken based on the disciplinary procedures document in the employee manual.
Works Cited
Lee, Won Seok, Sejong Park and Joonho Moon. “Effect of Employee Training in the Quick Service Restaurant Industry.” International Journal of Tourism and Hospitality Research, vol. 32, no. 10, 2018, pp. 73-85. www.researchgate.net/publication/329213983_Effect_of_employee_training_in_the_quick_service_restaurant_industry. Accessed 25 July 2020.
SHRM. Hiring Policy and Procedures. SHRM Foundation. www.shrm.org/resourcesandtools/tools-and-samples/policies/pages/cms_001677.aspx. Accessed 25 July 2020.
Study.com. Waiter and Waitress Career Information: Becoming a Waiter or Waitress. Mar 9, 2020. study.com/articles/Waiter_and_Waitress_Career_Information_Becoming_a_Waiter_or_Waitress.html. Accessed 25 July 2020.
The BC Cook Articulation Committee. Human Resources in the Food Service and Hospitality Industry. Creative Commons Attribution. opentextbc.ca/humanresourcesinfoodservices/. Accessed 25 July 2020.
Workable Technology Limited. Restaurant Manager Job Description. resources.workable.com/restaurant-manager-job-description. Accessed 25 July 2020.