Sample HR Management Paper on Human Resources Operations, policies and Procedures

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.


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.


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.



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.


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 ( 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


  • 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.


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. Accessed 25 July 2020.

SHRM. Hiring Policy and Procedures. SHRM Foundation. Accessed 25 July 2020. Waiter and Waitress Career Information: Becoming a Waiter or Waitress. Mar 9, 2020. Accessed 25 July 2020.

The BC Cook Articulation Committee. Human Resources in the Food Service and Hospitality Industry. Creative Commons Attribution. Accessed 25 July 2020.

Workable Technology Limited. Restaurant Manager Job Description. Accessed 25 July 2020.