Human Resources Comprehensive Review Assignment
mathwiz10101
ComprehensiveHRassignment-draft.docxIntroduction
Earls is a well-known restaurant in North America that prides itself in providing quality hospitality with quality ingredients and a high level of customer service. (https://earls.ca/about). Earls has proved they have the ability to make a difference and be successful within the Restaurant industry by providing quality service through its vision which is based on innovation, top ingredients and excellent customer service. Earls has many locations across North America and is established as a quality restaurant through the utilization of its values insights.
The position being studied is the General Manager position at one of the locations of Earls within Calgary, Alberta and there is one position available. This role is very important because the manager is typically representing the owner at the restaurant when the owner is not present. The manager ensures that tasks are accomplished by staff members at the upmost quality and punctuality. The manager is also responsible that the customers that come to the restaurant are provided with high level of customer service and leave the site satisfied. This position is potentially one of the key roles that need to be played at the restaurant at all times.
Every operation within an institution requires the oversight of a general manager responsible for managing an institution subsidiary. This individual impact on the success of the business entity. The important role played by general managers requires them to possess certain characteristics and positive virtues.it is imperative for a general manager to own likable characteristics so as to enjoy success. Successful managers have good communication skills. These skills are integral in engaging in constructive dialogue with other individuals in the company. Communication skills include both good listening skills and appropriate application of non-verbal cues. Conflict resolution skills aid the manager in ensuring the employees live in harmony and are productive. Leadership skills bring success by aiding the supervisor to give motivation and support to team members. The general manager is an important figure whose presence portrays a combination of leadership and ownership. The operation within this Earls Restaurant require an individual with all positive leadership attributes to fill in the position of general manager. It is paramount to understand the importance of a general manager to this subsidiary.
Critical thinking helps the manger in coming up with new innovations, solving daily problems and make critical decisions. Interpersonal skills helps him/her to build cohesive team culture within the organization. Time management skills are imperative for the manager to ensure that all restaurant aspects are completed within the allocated time without time wastage. The manager should also understand the cultural diversity within the workplace. This skill aids in understanding different beliefs and cultures so as to accommodate every member of staff. Problem solving skills improves productivity and overall profits. A successful manager hones a clear understanding of employment laws. This helps in avoiding conflict due to labor actions.
Planning skills allow the manager who is a supervisor to correctly allocate duties and responsibilities. Communication skills, interpersonal skills, employment law knowledge, leadership skills and critical thinking are the most important conditions for a supervisor to enjoy success. The conditions above are imperative because they all involve the acceptable handling of individuals in the workplace. A supervisor has to fulfill all this conditions so as to harness good relationships within the workplace. These conditions also increase team work, efficacy and effectiveness of a company. The conditions can be satisfied by incubating and listening to all employee issues. This must be coupled with positive virtues such as honesty, humility and patience. This ensures safety within the work place. Additionally, ensuring safety at workplace is an imperative responsible.
This paper analyzes the job description within a vacant position a subsidiary of Earls Restaurant. The requirements within this organization in reference to the named position are clearly outlined to give an understanding of the expected interpersonal characteristics. These characteristics are a must-have for successful candidates since they influence how this individual runs daily restaurant operations. Positive attributes foster productivity within employees and increases customer satisfaction. A detailed job analysis is outlined in this paper so as to establish what roles the applicants will be undertaking. Analyzing a job ensures that successful applicants have a pre-notion of what is expected of them. The paper illustrates a critically analyzed recruitment plan while considering all the job parameters. A behavioral and situation analysis is reviewed to determine the applicant’s requirements. This analysis ensures that all applicants meet required ethical standards with reference to the situation at Earls Restaurant. After successful hiring the applicant undergoes orientation and training. The paper establishes all mechanisms and approaches applied during this process. Finally, this article reviews job performance evaluation to establish how top management reviews how the general manager performs his/her duties.
Position: General Manager at Earls
Chapter 2 - Bona Fide Job Requirements
According to the Alberta Human Rights Commission (2010a), a bona fide occupational requirement must be reasonable and justifiable (para. 1). In order to analyze if the requirement is justifiable the Supreme Court of Canada created the Meiorin test which outlines three characteristics the employer must consider (Alberta Human Rights Commission, 2010a, para. 3). The three characteristics are as follows: the requirement must have a rational connection to the job performance, honest and good faith belief that the standard is necessary, and reasonable necessity including the obligation for the employer to accommodate up to the point of undue hardship (Alberta Human Rights Commission, 2010a, para. 3). This means that the employer must take reasonable steps to accommodate the diverse needs of the person up to the point that it would cause the company sufficient financial costs or serious disruption to business (Alberta Human Rights Commission, 2010b, para. 1-3). If the employer can prove the requirement is reasonable and all three characteristics are justified it is likely the bona fide occupational requirement is valid (Alberta Human Rights Commission, 2010a, Evaluation of a Bona Fide Occupational Requirement, para. 3).
The successful general manager candidate must fulfill two bona fide occupational requirements. The first requirement is the candidate must be 18 years of age or older. In Alberta, the legal age to consume alcohol, serve alcohol and enter a drinking establishment is 18 years old. The company is allowed to discriminate based on age because the restaurant includes a lounge and the general manager must be 18 years of age or older to enter the lounge area and to serve alcohol. The company does not need to accommodate up to undue hardship in this case as the alcohol consumption and serving age is outlined by provincial legislation and there is no exception to this law. The general manager is responsible to manage the staff in the lounge and this would be a difficult task to perform if they were under 18 and never able to enter the lounge.
The second requirement is the candidate must be bondable. As the position includes the task of handling money it is reasonable to ensure the candidate is bondable and therefore the company is allowed to request a background check which includes a criminal record check and credit check of the candidate. Although the company could accommodate a non-bondable candidate and assign the responsibility to an employee that is bondable, this would put the company at a greater risk both financially as the company would have to pay higher insurance premium and ethically as the company is hiring someone that has a proven record of being reckless with money. As the general manager is the top manager at the restaurant and ultimately responsible for all the money that is collected, it would be a necessity for them to be able to handle and distribute cash as needed.
Chapter 2: References
Alberta Human Rights Commission. (2010a). Bona Fide Job Requirements. Retrieved November
3, 2018, from
https://www.albertahumanrights.ab.ca/employment/employee_info/employment_contract/Pages/bfor.aspx
Alberta Human Rights Commission (2010b). Duty to Accommodate. Retrieved November 3,
2018, from
Chapter 3 – Safety in the Workplace
Health and safety management in the restaurant industry is vital as workers are exposed to many job-related hazards and the chances of an injury or illness can be high. The General Manager needs to ensure the health and safety of employees, customers, suppliers, inspectors and anyone else that enters the establishment. In order for employees to be able to prevent injuries and illnesses, all employees need to train on how to control job-related hazards. Some areas of training include how to use all machinery correctly and in accordance with the operators manual, how to use sharp objects properly such as knives to prevent cutting injuries, how to wear protective gear around hot surfaces to prevent burns and rashes, how to be careful of slips and trips while serving food and beverages, and how to be familiar with fire extinguishers and emergency preparedness in case of a fire or evacuation. Health and safety management should include the following items to be proactive in the workplace. First, the employees must understand all the job-related hazards and how the hazards can hurt them. Second, the employees need to know how to control the job-related hazards. Third, the employees need to receive regular communication with the manager to make sure the importance of safety is emphasized. If the first two items happen with no follow up then it is likely the employees will start taking shortcuts and injuries will increase. Next, the General Manager needs to ensure the health and safety of restaurant customers. This includes following food regulations for preparing and serving foods, asking every customer if they have any food allergies or food preferences to minimize the likelihood of an allergic reaction, and communicating with the customer if the item being served is hot or cold or an item on the table could cause injury such as the item could be too heavy or very sharp. Last, the General Manager needs to ensure the health and safety of anyone else coming to the restaurant. If the manager is on top of safety for workers and customers, then it is likely the premise will be safe for suppliers and inspectors too. The manager would need to inform outsiders of any hazards before task completion can start.
One proactive step the company can take to ensure safety at the restaurant is to have all staff including the General Manager put on appropriate footwear that is certified and non-slip. The rubber sole of the shoe will prevent slipping on the floor in the case of a liquid being spilled or if the floor is generally slippery (Lomax, 2017, para. 2). A closed toe shoe will also prevent injuries to the toes and feet from a falling object or a spilled item (Lomax, 2017, para. 2). If any employee slips and falls this could be a very serious injury. Not only will the employee hurt themselves from the actual fall which could entail broken bones, twisted ligaments or pulled muscles, the employee could also have a secondary injury from falling on an object that could burn them or cut them (Lomax, 2017, para. 2). Therefore, by the company requesting all staff to wear non-slip footwear this is a good proactive step to prevent slipping injuries.
Another proactive step the company can take to ensure safety at the restaurant is to have all staff including the General Manager get involved in emergency response training. “Accidents can happen even when everyone observes the safety policies and uses the safety equipment that management has in place. When such scenarios happen, it is critical that the people in the respective workplace understand how to use the emergency equipment” (Lomax, 2017, para. 7). Training on emergency response and emergency equipment can prevent further harm from occurring during an emergency, it can prevent spreading and causing more damage in the case of a fire, and it can prevent injuries or minimize the severity of an injury (Lomax, 2017, para. 7). Being prepared in the case of an emergency in a good proactive step the company can take to ensure the safety of everyone at the restaurant.
Chapter 3: References
Lomax, H. (2017, November). 5 Ways to Promote Safety in Restaurants. Food Newsfeed.
Retrieved November 9, 2018, from https://www.foodnewsfeed.com/fsr/vendor-bylines/5-ways-promote-safety-restaurants
Chapter 4 - Designing and Analyzing the Job
Restaurant Manager Job Description
Position: General Manager
Reports to: Regional Manager
Approved by: Regional Manager (November 10, 2018)
Payroll Type: Hourly
Purpose of position
The purpose of this position is to run the location in an efficient, effective, and profitable manner. Allocate jobs, duties, set reasonable and appropriate goals for your immediate subordinates to keep the location running as best as is possible. This requires someone who is a problem-solver, leader, and has a strong work ethic.
Duties and Responsibilities
As a manager you will be required to work in a fast-past environment. You are responsible for the restaurant, its staff, and the customer experience. You will be required to decide what, how, and by whom a job will get done. Constant communication is required with upper level management to set and achieve sales, or other, goals. Handle any disagreement between staff effectively and diplomatically. Conduct opening and lock-up, including supervision of cash out. Staff training, or retraining, according to Earls Corporate guidelines. Assist in any area of restaurant in the event of being understaffed. Monitor cleanliness of kitchen and prep area to maintain an excellent level of food quality and safety by meeting or exceeding any governing laws as they pertain to the work environment.
Minimum Qualification
· Minimum 18 years age
· Minimum 4 years Managerial experience
· License to serve alcohol
· Previous experience: Restaurant experience & Managerial experience
· Able to lift minimum 20 pounds (9 kg)
· Able to use touch-screen POS system
· Experience or training in all areas of kitchen
· Able to work in high temperature kitchen for an extended period of time
(Betterteam, 2018)
A managerial role is a difficult one and one that spans multiple aspects of the workplace. Therefore, a manager must have clear communication with their staff. A manager’s communication should be crystal clear as it is the difference between explaining something perfectly and unintentionally misleading your staff. Exceptional interpersonal communication can also improve the relationship with your employees, which fosters improved morale and effectiveness (Business Queensland, 2016). A manager must also be aware of the importance of written communication. Although you are not required to be ask quick one must always maintain a sense of professionalism. A manager of a restaurant will be in constant communication with their staff as well as routine communication with upper level management.
A manager is a leader and must exemplify the values they want to see in their employees as well as the values of the organization. Employees should look to their leader, in this case their manager, to motivate and to coordinate them. As the leader of a team a manager must act as an anchor to keep everyone on task and to set an example of professional conduct. It is also beneficial to a manager to be viewed as a leader rather than a controller as some employees need someone to see themselves in rather that someone ordering them from their office.
A manager must also be focused on the business aspect of their job and therefore must run the restaurant efficiently and effectively. This requires a plethora of organizational skills to keep their operation running smoothly. The ability to set priorities and to properly allocate your available resources in paramount to success as not only is a manager tasked with the conduct of their employees but also the level of customer satisfaction. Organization is critical to employees because it can set a sort of rhythmic pace. An employee should never be blindsided by a task. Knowing one’s requirements at ones job allows them to set expectation, this would not be possible if one’s manager was disorganized. Organization also alleviates some of the stress from every employee’s day as it reduces mental clutter and can reduce anxiety about what to expect from the day
An excellent manager must also have developed conceptual skills. Creativity in the workplace is of benefit as it allows a manager to be able to conduct themselves at their own discretion to find the most effective solution to problems. Of course, a manager must first and foremost conduct themselves in accordance with company policy. However, a manager cannot be a one-dimensional thinker as some problems may not be outlined under company policy. As well a creative and active manager may improve moral as they may be deemed more likable and enjoyable to work under.
Chapter 4: References
Betterteam. (2018). Job Description Template. Retrieved November 5, 2018 from dfhdhdhd https://www.betterteam.com/job-description-template
Business Queensland. (2016). Managing business relationships. Retrieved November 9,
Writing, Alexis. (2018, June 30). The Advantages of Organizational Skills. Small … Business-Chron.com. Retrieved November 9, 2018 from
. http://smallbusiness.chron.com/advantages-organizational-skills-276.html
Chapter 5a: Planning and Recruitment
Recruitment Strategy
The recommended externally focused recruitment strategy will include internet postings, job fair and open houses, as well as employee referrals.
Internet postings for this job would be effective because they are low cost, have a large reach, can reach a specific group of individuals with particular set of skill, it’s fast and it is commonly used by those who are seeking employment.
Job fairs and open houses as a recruiting method will be effective because it allows the opportunity for the employer to participate in job fairs that the attendees will have particular types of skills that are desirable to fill the position of General Manager at Earls. It could also expand the search by attending job fairs that where potential applicants are encouraged to attend to see what is available at the company (Stewart, E.B., Belcourt, M. Peacock, M. 2016. p.).
Employee referrals would be one of the most effective external recruiting methods. Employees of a company typically do not refer people they know who would not perform well as it would be a bad reflection on themselves, so referrals are usually quality candidates (Stewart, E.B., Belcourt, M. Peacock, M. 2016). Although this method has the potential to be extremely effective, by using employee referrals the employer has to ensure that it is not “creating a situation of systemic discrimination” (Stewart, E.B., Belcourt, M. Peacock, M. 2016).
These methods would be the most effective to fill the General Manager position because the combination of these approaches will reach and attract a larger and more diverse pool of potential applicants. By using these methods and recruiting outside the company, it automatically will be giving the company a fresh perspective and potentially new ideas. These three approaches also can offer a variety of unique skill sets that may be hard to come by using other methods such as unsolicited applications.
Job Advertisement
The following job advertisement has been designed to use for an internet job posting.
This job advertisement has created attention, because the logo is large, clear and noticeable. It also creates attention because it is a well-known company and the simple logo is familiar. The advertisement develops interest in the potential applicant because of the choice words at the top of the ad. Together the words logic, soul and magic, piques the curiosity of the potential applicants, as these words are not often used to describe a kitchen and bar. Logic, soul and magic is how Earls Restaurant Ltd. describes what they as a company look for in an applicant (2017b).
The desire created from this ad it within the thought-provoking questions that are designed around the company’s mission and values. “Be a part of something bigger than yourself” (Earls Restaurant Ltd., 2017a) draws on the company’s involvement in community engagement, connection and sense of belonging. Even though this is one of the company’s beliefs, when placed in the ad, it can be interpreted in a way that the potential applicant would think that being employed at Earls is being a part of something bigger than themselves. This could work to the company’s advantage as it can draw in those who are eager and long for a deep connection with the company with whom they are employed with.
The main action that is instigated by the job is to apply online by the deadline of November 30, 2018. The other actions this ad invokes are subtly put in the form of questions. The ad is looking for a specific answer for each of the questions which is “yes”.
Chapter 5a: References
Earls Restaurant Ltd. (2017a). About us. Retrieved October 31, 2018 from https://earls.ca/about
Earls Restaurant Ltd. (2017b). About us. Retrieved October 31, 2018 from
https://earlswantsyou.com/apply
Earl’s kitchen and bar logo [Photograph]. Retrieved October 31, 2018 from
Stewart, E.B., Belcourt, M. Peacock, M. 2016. P.).
Chapter 5b: Selection
Behavioral Descriptive Interview Questions
1. Tell me about the last customer complaint you had. What was is and how did you deal with it? What did you learn or change as a result? (Brown, 2017).
The skills uncovered by asking this question is customer interaction as well as one’s level professionalism in a difficult or frustrating situation. By asking this question the employer will be able to see how well the potential candidate can persuade a customer to see things from their perspective, their ability to listen to the customer, empathize with the customer and come up with and execute a solution to the customer’s complaint in a timely manner. The combination of these should be something that will not damage the customer’s visit any further and will also not tarnish the company’s reputation.
2. Tell me about a time there was a conflict between you and another co-worker. What did you do to resolve this conflict? Did it work? What did you learn? Thinking back would you have done anything differently? (Brown, 2017).
The skills uncovered by asking this question are problem solving skills, teamwork, communication skills and one’s recognition for opportunity for growth and development.
By asking these questions the employer hopes to learn the potential candidate’s problem-solving skills in a workplace setting and how they communicate with others while trying to resolve a conflict. The employer also would hope to learn the potential candidate’s ability to analyze the situation after it had been resolved and recognize what they did well in the situation as well as opportunities that they could grow and learn from, therefore approach a similar situation in the future more prepared, with even better results. As teamwork is an integral part of any position in the service industry, the candidate’s answer will shine light on the fact of how they manage a team, as well as work with one.
3. Describe a time when you saw a problem and took the initiative to correct it rather than waiting for someone else to do it.
Proactivity is the skill that is uncovered by the employer with this interview question. By asking this question the employer hopes to learn what kind of motivation the potential
Candidate possesses and can also gain some insight into what values they may have. By taking initiative, a candidate shows they have the ability to be proactive. From an employer’s perspective, proactivity can lead to growth within the company.
Situational Interview Questions
1. You are paired with an individual for a project that you need to work together on in order to complete. The person whom you are paired with has a personality that is very different with yours. Because of your clashing personalities, it becomes difficult to build a relationship with this person, which is directly affecting your work on this project. How would you handle this situation? (Leddy, 2014).
Teamwork and conflict resolution are the main skills that the employer is looking to uncover with this question. Communication skills would be a secondary skill that the employer could uncover with this question (Zhang, 2017).
By asking the potential candidate this question, the employer would learn how the candidate holds themselves and their teammates accountable, and the strategies that they may use in the process of conflict resolution to get to a workable outcome. The employer could also learn how the candidate would seek to understand the problem the problem from their teammate’s perspective and understand the problem from a different point of view before developing a solution to the problem. The employer is seeking to learn how well the candidate can work with others, in a worst-case scenario.
2. You are given a long-term project that you are to manage. What would your strategy be to ensure that everything runs smoothly and according to the timeline you have been given? What do you do if things are not running as smoothly as you would like them to, and you are in jeopardy of missing the deadline for this project?
The primary skills that are uncovered with this question are time management skills, and organizational skills. Secondary skills that could be uncovered is the candidate’s flexibility, problem solving skills (Zhang, 2017).
The employer would hope to learn how the candidate would manager their time wisely to ensure that the project is completed fully by the deadline, and to the quality and standards that are expected. Organizational skills are key to any project management and would need to be described in detail to the employer. When describing what the candidate would do if things go array in the progression of the project, the employer will learn if the candidate is able to think quickly, and execute a solution to the problem, all while not hindering the timeline, but doing their best to improve upon it. One has to acknowledge that things won't always go as planned, and the flexibility of the candidate in recognizing that and developing an alternate way of approaching the project would be beneficial to the employer as it would demonstrate innovative thinking, creativity and their ability to adapt to a situation.
3. You have just handed in the project you have been working on and managing. You are very proud of the work you have done and believe it to be of good quality and high standard. When you pitch it to your Regional Manager you receive criticism rather than the praise you were expecting for your hard work and efforts. How do you handle and react to this?
This question uncovers the candidate’s ability to adapt, and their leadership skills (Zhang, 2017). What the employer would hope to learn by asking this question is the candidate’s ability to grow and learn while being open to feedback. Development of an individual requires not only support, but constructive feedback as well. If they are unable to accept criticism and turn it into a learning opportunity, they are likely not willing to grow. It shows maturity and professionalism if a candidate does not take the idea of criticism negatively, or personally.
5b References
Brown, K. (2017). Hudson’s Canada’s Pub. Assistant manager first interview questions.
Retrieved October 20, 2018 from https://app.box.com/s/2hlt66bbbe/file/212374450674
Leddy, C. (2014). National Center for the Middle Market. 10 great situational interview
Questions to identify the best job candidate. Retrieved October 20, 2018 from
Zhang, L. (2018). Daily Muse Inc. 30 behavioral interview questions you should be ready to answer. Retrieved October 20, 2018 from
h ttps://www.themuse.com/advice/30-behavioral-interview-questions-you-should-be-ready-to-answer
Chapter 6 - New Hire Orientation and Training
The orientation for the General Manager will be quite extensive as the Manager needs know information that pertains to their own performance as well as information to efficiently manage the performance of the restaurant employees and information to meet the expectations of the corporate office. The General Manager is the connection between the restaurant level and the corporate level and therefore will be the main contact person on many human resources questions and concerns.
Day one of the orientation will cover the company’s human resources policies and procedures. The new hire will receive a copy of the company employee handbook which outlines important human resources policies such as violence and harassment, alcohol and illegal substances, privacy, whistleblower, code of conduct, conflict of interest, and technology and email. Next, the employee will review the Alberta Government Employment Standards toolkit (2018) which details the provincial legislation on earnings, hours, overtime, statutory holidays, vacation, leaves of absence and terminations (pg. 1-110). Lastly, the employee will review manager specific items and what the procedures are to handle certain situations such as absenteeism, employee warnings and progressive discipline, and company dress code. The GM will keep the employee handbook after orientation and can refer to this great resource after day one.
Day two of the orientation will cover the safety aspect of the job which is outlined by Alberta Occupational Health and Safety (OH&S). This will include reviewing the OH&S handbook for Supervisor Roles and Responsibilities (2015) which outlines hazard assessment and hazard control, inspections, worker training, emergency preparedness, incidents and investigations, health and safety communication, and legislation compliance (pg. 1-64). Another important safety component is Workers Compensation. The employee will review the Alberta Workers Compensation Board (WCB) legislation and information about how to submit WCB reports as needed. If the employee is not familiar with WCB, the WCB offers half-day and full-day seminars that the employees can attend. The afternoon of day two will include taking two web-based courses, the first course is on Workplace Hazardous Materials Information System (WHMIS) 2015 offered by Canadian Red Cross (n.d.-a, pg. 1) and the second course is Manual Materials Handling offered by the Canadian Centre for Occupational Health and Safety (CCOHS) (2018, pg. 1).
Day three and four of the orientation will cover standard first aid and CPR. The employee will complete a two day course at Canadian Red Cross (n.d.-b) to obtain their standard first aid certificate (pg. 1). The first day is an online eight-hour learning session and the second day is a hands-on in class training from a first aid instructor. This course is necessary as the manager will be in contact with the general public and must know how to reaction in all situations where a customer could need first aid and/or CPR. If the employee already has a current certificate from an accredited facility then the employee can bypass this step.
Day five of the orientation will cover food safety as per the Alberta’s Food Regulation approved by the Alberta’s Minister of Health (Alberta Health Services, n.d., pg. 1-2). This will include a one-day course where the employee will learn about food safety topics such as foodborne illness, food preparation and storage, and cleaning and sanitizing. At the end of the course the employee will be tested on their knowledge and if successful they will receive the Food Safety Alberta Certification. If the employee already has this course or a similar food safety certificate then this step can be bypassed.
Day six of the orientation will cover general aspects specific to Earl’s daily operations. Operations include the cash handling process, review on housekeeping procedures, training on the in-house POS computer system, guidelines for ordering food and beverage supplies, and equipment demonstrations to ensure the manager is familiar with all the machinery in the building and where to find the operator's manual.
After the six-day orientation is completed, the manager will continue their training by shadowing and observing all the different roles in the restaurant and understanding the specific duties for each role. The manager will need to familiar with each role in order to evaluate employee performance.
Chapter 6: References
Alberta Government. (2018, January 1). Employment Standards Toolkit. Retrieved November 9,
2018, from https://www.alberta.ca/employment-standards-publications.aspx
Alberta Government. (2015, March). Supervisors Roles and Responsibilities: an Occupational Health and Safety Handbook. Retrieved November 5, 2018, from https://ohs-pubstore.labour.alberta.ca/bp020
Alberta Health Services. (n.d.). Food Safety Training Requirements in Alberta. Retrieved November 5, 2018, from https://www.albertahealthservices.ca/assets/wf/eph/wf-eh-food-safety-training-requirements-in-alberta.pdf
Canadian Centre for Occupational Health and Safety. (2018, August 9). Manual Material Handling. Retrieved November 5, 2018, from https://www.ccohs.ca/products/courses/manual_material/
Canadian Red Cross. (n.d.-a). Standard First Aid and CPR. Retrieved November 5, 2018, from http://www.redcross.ca/training-and-certification/course-descriptions/first-aid-at-home-courses/standard-first-aid-cpr
Canadian Red Cross. (n.d.-b). WHMIS 2015. Retrieved November 5, 2018, from https://redcrosselearning.ca/WHMIS2015.php
Chapter 7 - Job Performance Evaluation
Performance reviews are vital to facilitating progress to an organization's strategic goals. The main purposes for performance management is to allow for maximum contribution of an employee’s potential, while also addressing areas of improvement. For Earls restaurants, the main business goal is to provide excellent quality food with excellent customer service. The employee’s goals must align with the goals of Earls, and shall be measured through the use of performance reviews.
Before a performance review, there are certain expectations that need to be clarified with respect to what is being measured. Setting goals is the number priority when an employee is hired. This sets the bar and allows the employees to reach the expectations. Also while the employee is performing the tasks they are hired for, the managers or leaders are expected to coach and allow for leeway so that the employee develops knowledge on how to accomplish the task at hand. Not everything is easy and there are times that an employee needs to be taught and coached in order to have knowledge on performing the task. After allowing for the tasks to get accomplished numerous times this allows for performance reviews to enhance the way the task is done (BCcampus, 2015).
There are numerous methods used to perform performance reviews.
1. The trait method is used to measure the extent an employee possess certain characteristics (textbook) such as dependability, creativity, initiative, and leadership. This method is typically biased by the person performing the performance review, but it gives the employee insight on their character traits that are strengths and the characteristics that need to be developed.
2. The behavioral method is used to describe the actions that are used, and not to be used, while performing the task at hand. The behavioral method is typically measured by naming a task at hand, and by simply qualitatively answered, whether the task is accomplished or not. There could be sub categories stating how well the task is accomplished or not by rating scales or observation scales.
3. The results method is based on the results achieved while the employee is performing the task. This method is the least subjective and less open to bias, and gives the employee the responsibility of their outcomes. This method can be reviewed numerically by productivity measures. Management by objectives is also a results-driven performance review method that analyzes if the objective of the business is being met. The final results driven, performance measurement method is the balanced scorecard. The balance scorecards’ purpose is to help organizations improve their internal processes.
The method used for performance reviews is dependent on the organization. There are many advantages and disadvantages to each, but the one chosen is solely revolving around the organization's culture and what they plan on accomplishing with the performance reviews.
For the manager position at Earls restaurants, the best method of conducting performance reviews would be the behavioral method. The reason why this is the most optimal method is because Earls is an established restaurant with many different locations. The standards for the expectations of the employees and managers have been established throughout North America and are believed to be met equivalently, if not better, at each and every location (Marzullo, 2018). The important dimensions measured in the performance review for a Manager at Earls are as follows:
1. Achieving excellent customer service - having minimal issues and problems with customers not being satisfied through the use of management and deployment of the customer service skills carried out by the employees under the manager. This ensures customers are happy and will come back.
2. Achieving excellent quality food – Providing customers with their choice of food with the highest level of quality with minimal mistakes. The manager must ensure the cooks and kitchen staff are minimizing error and ensuring the clients receive the food that they ordered.
3. Following health and safety rules and obligations – This is a key concept that needs to be followed in the food and service industry. The manager needs to ensure that the certain rules are being followed and being met.
As stated, measurement of the 3 main dimensions mentioned above can be best measured by the behavioral review method. This can be simply done by qualitative analysis if the employee contains and accomplishes the behavioristic or not. There can be comments based on the specific behavioristic being measured which provide input on how to improve and pass the behavioristic next performance review. The performance review should be completed by the franchise owner. The manager is typically the main person in charge of the restaurants staff and the satisfaction of the customers, since the manager is the one that hires the staff. The assessment should be done every 2 – 3 months. Since there is a high level of turnover in kitchen and waiting staff, the review may vary every 2-3 months as skills and knowledge of the restaurant industry change. The main purpose of the performance review is to basically allow for maximum contribution and ensure that rules and regulations are being followed with respect to providing excellent customer service and excellent quality food, while also providing feedback in areas of improvement.
Application of manger performance review requires the personnel to respond positively so as to make the operation successful. This improves performance and ensures that the manager keeps open communication about his/her performance with top management. Evaluations should be undertaken on regular basis to keep track of all happenings within the restaurant. This also helps the evaluation team to create a good connection with the manager. The manager feels a sense of appreciation which increases motivation and productivity. The evaluation should concentrate on particular results within the employee review contract (Restaurant Owner, 2016).
References for chapter 7
BCcampus. (2015, February 3). HUMAN RESOURCES IN THE FOOD SERVICE AND HOSPITALITY INDUSTRY. From BCcampus: https://opentextbc.ca/humanresourcesinfoodservices/chapter/performance-evaluation/ Marzullo, D. (2018, August 1). 6 Hard Truths Restaurant Managers Need To Know About Restaurant Evaluations. From UPSERVE: https://upserve.com/restaurant-insider/hard-truths-restaurant-managers-need-know-restaurant-evaluations/ Restaurant Owner. (2016, May 23). Manager Performance Review. From Restaurant OWNER: https://www.restaurantowner.com/public/DOWNLOAD-Manager-Performance-Review.cfm
(https://www.restaurantowner.com/public/DOWNLOAD-Manager-Performance-Review.cfm)
Conclusion
Earls Restaurant seek a manager who is fully knowledgeable to facilitate all the daily operations of the firm; applicants must have a high level of knowledge on their required field of work. Knowledge is applicable in all aspects of running the firm. Providing direction to workers in the organization is the role of those in leadership and management positions. Directing other workers requires a manager/leader who is well informed on the necessary information required to undertake his role. Other workers in the firm rely heavily on the directions and instructions of both the leader and manager. Such knowledge also helps them in negotiating and communicating effectively with workers on site and suppliers.
Communication skills, interpersonal skills, employment law knowledge, leadership skills and critical thinking are the most important conditions for a supervisor to enjoy success. The conditions above are imperative because they all involve the acceptable handling of individuals in the workplace. A general manager has to fulfill all this conditions so as to harness good relationships within the workplace. These conditions also increase team work, efficacy and effectiveness of a company. The conditions can be satisfied by incubating and listening to all employee issues. This must be coupled with positive virtues such as honesty, humility and patience
An accomplished general manager should be well experienced. Time or age are not necessarily the parameters to gauge the experience of applicants. They should have vast experience in ensuring that deliverables are achieved on time and within the allocated budget. All milestones of an organization should be realized at the end. The success of the restaurant is directly related to the experience of the general manager. Having successfully managed a similar restaurant increases the chances of having better accomplishments. Experience with similar ventures improves the confidence of other employees. This is because they feel that the manager is well experienced to give directions and instructions.
Filling in the position of general manager for this restaurant is a rigorous activity which requires application various measures as described. The general manager will be responsible in ensuring that the company enjoys success in its operation. Success for this restaurant will be tied to the attributes of selected applicant. Productivity of all restaurant employees will be influenced by how well the general manager is versed in interpersonal skills. This individual should depict high levels of communication skills and people management. This will catapult the restaurant into successful operations which will mean that all customers receive satisfactory services while employees align their productivity with restaurant objectives.
