Write a report on "Working in Restaurant And Bar".
The Empire tavern is a renowned bar and restaurant geographically located in the heart of the Auckland city in New Zealand. It is well-known for its garden bars and also one of the leading entertainment venues of Auckland. This building is an ideal venue for different sorts of functions. The restaurant was constructed in the year 1870 and it is a replica of fine Victorian architectural gem. Since the year 1870 the restaurant was purchased and sold by many owners and in the present it is owned by the Kiwi couple.
A “Standard Operating Procedure (SOP)” is a collective set of written instructions which is documented in form of a routine so that it can be used by the employees in order to perform activities in a hotel. A SOP aids in preserving the quality and also the consistency of the performance, service and standards of a hotel (Kim et al., 2016). The designing of a SOP is an integral part of a flourishing quality management system as it helps the employees with specific job information to perform the duties properly. It is a necessity that all the new employees of the hotel or restaurant should be provided training on the SOP of the organization.
The term “front of the house employees” is referred to those employees of the hotel industry who are exposed to the customer directly, i.e. the employees those who attends the clients directly are known as the “front of the house employees.” The areas of a restaurant or hotel where the “front of the house employees” seen at the entry, waiting room, bar, the dining room and the outdoor seating area. On considering Empire Tavern, the front of the house employee’s remains involved in addressing the guest, serving the food and drink and assisting them in various services. Since, these workers are involved in the direct interaction with the customers, their manners and performance replicates the success of the organization significantly.
In the following project the review of the “Standard Operating Procedure” for the new front of the house employees at the Empire Tavern would be discussed. This would help to make difference in customer service and their satisfaction by noting the strengths and weakness of the SOP. Addition to this a review of the SOP would also aid in understanding of the impact on employees confidence and motivation. Therefore, with the help of the SOP, it could be determined if and how would SOP bring about positive change in the service and help workers of the organization to achieve adequate knowledge to perform their roles to their most potential.
The main objective of this project is that to review the “Standard Operating Procedure” of the organization which would help to determine whether there are any discrepancies that can be rectified or new standards for the front of the house employees can be implemented in order to flourish.
Information Collection Methods
This research has been conducted on the basis of a method of descriptive research. This research method was pre-planned and it had assisted to utilize the information from the target population by analyzing their behavior, attitude and opinion. The participants of this research were given the surety that their personal information will be kept confidential in every possible way. The collection of data was carried out at the Empire Tavern and was performed through Questionnaires, Interviews and personal observations.
In this research, personal observation was one of the key elements, because it helped to utilize the information in terms of the experiences. With the help of the personal experiences, the conduction of interviews and preparation of questionnaires was easily done.
In this research, the conduction of interviews was carried out in detail by involving 5 employees of Empire Tavern. The interviews were given by the managerial level personnel, old employees and the new employees. The researcher acted as a mediator had driven and kept the interview on track towards answering the questions of research. The researcher was able to collect adequate information and in-detail in formation by interviewing the different levels in hierarchy. In the process of interview, the individuals were asked regarding their experiences with respect to the process and services of Empire Tavern, the environment of working and the services provided by it.
In this research, the preparation of the questionnaire had an aim to answer the research question. It was short and will easy to understand by all the staff members of Empire Tavern. The questions were prepared with the help of the collected information from review of literature as well as observations. The respondents associated with research were re instructed to answer the questions according to their own will. The questionnaire comprised of the following questions:
- What is their current position at Empire Tavern?
- In which department do they work?
- For how many years, they have been working in Empire Tavern?
- How are they satisfied overall by working in Empire Tavern?
- What is the best thing about working in Empire Tavern?
- What is their overall working experience in Empire Tavern?
- How much they are satisfied in working in their assigned departments?
- What things are affecting in achieving satisfaction in job?
- How do their senior officials and managers treat them?
- What all things the department should do to make it a better place to work?
- To what extent they will recommend other individuals to work in Empire Tavern?
This questionnaire have been given to the managerial level personnel, old employees and the new employees and it will enable to collect information regarding their viewpoints as well as experiences of working in Empire Tavern. It will provide an overall view of the employees towards the question of research.
In this research, the personal information of the participants will not be informed to anyone because it will be unethical to disclose their information to any other individual.
By observing the results of the questionnaires, interviews and personal observations, the researcher can infer that the new front house employees of Empire Tavern are not satisfied with respect to their job to much of an extent. They have focused on some of the things that need to be change in the standard operating procedure (SOP) of Empire Tavern. The response of the Questionnaire, interviews and personal observations have revealed that the employees lack motivation and due to this reason it is believed that the employees are not working in an efficient manner. Hence, there is a need of an effective S.O.P for Empire Tavern, so that that the new front office employees can be motivated with it. According to Herb Kelleher- “A motivated employee treats the customer well. If the customers are happy, they keep coming back and by this way the shareholders are also pleased”.
A well versed S.O.P ascertains that all of the standards are being followed by the staff members and each and every employee follows the similar structure to perform their respective jobs (Astika & Rani Setyo Sari, 2013). It makes feasible for the employees to perform their job. It helps them to sharpen their skills and boost their overall confidence (Bowie & Buttle, 2013). For the employees, it makes the work enjoyable, without any stress. If the employees are happy, the customers will also be happy. If in case, the S.O.P is not reviewed on time, it can lead towards misunderstanding among the staff members an can possess an adverse effect on the organization. It results in a negative influence on the confidence of the new employees and will defeat the core purpose of the organization (Morgan et al., 2015).
The trustworthiness of the customers or client depends on certain minimum level of quality in the product or the service they get (Davis & Horney, 2015). An effective S.O.P can reduce the occurrence of error or variations that takes place quite often in a restaurant and bar as a majority of the times the employees who work in it utilize the job a temporary source of income till they do not find jobs of their core or interested fields (Mariana et al., 2015). Due to this reason, the services provided by them gets affected which ultimately leads to the loosing of faith and interest with respect to the services which are provided by the restaurant and bar. With the help of an effective SOP, a comparison can be made regarding the provided services and the quality standards can also be measured in order to attain the service of quality control (Tsaur et al., 2014).
The motivation of staff members is one of the significant tools for accomplishing success in each and every business. In the business of restaurants and bars, the staffs who are motivated play an essential role because they communicate with the end consumers directly. Consequently, the well-trained and motivated staff members have an enormous impact on the success of a particular business (Mariana et al., 2015). An effective SOP provides the right to an employ and also provides information regarding the organization and its performance. In order to build confidence in the new staff members, it is necessary to provide the new employees with the correct information regarding the job together with the rules and regulations of the organization (Iomaire, 2015). If the new staff members will be provided with a proper knowledge regarding the job then they will become very much confident as well as motivated to perform their duties of the job with their full potential (Jung & Yoon, 2014).
A majority of the restaurants and bars involves small businesses. It is not easy for the small businesses to arrange an appropriate training procedure for the new staff members and they cannot spend a long time for training (Even & Macpherson, 2014). The majority of the times, the new staff members are asked to follow the existing staff members and observe the environment of working (Li et al., 2013). Due to the shortage of a professional training, a bulk of the necessary information may not be provided to the new staff members (Li et al., 2013). Hence, in an organization, a well-versed SOP can provide all the important information regarding the standards of service and the rules and regulations of the organizations to the members of the staff (Ivanovic & Collin, 2015). It will save loads of time for training and will also provide better services in every possible way (Jung & Yoon, 2012).
Expanding the S.O.P beyond the regulations of heath serves the restaurant and bars well because it make clear how to perform a particular task, such as setting tables, taking reservations and tips for cashing out the credit cards (Astika & Rani Setyo Sari, 2013). The SOP for bartenders may include following the practices of safe serving to prevent the clients or customers who are drunk. The SOP for appearance and safety of the staff may include wearing of footwear that is non-skid and are resistant to grease so that they cannot slip and fall (Prayag & Hosany, 2015).
An SOP is effectual when it is complete, beneficial and accepted. It might take numerous weeks for the compilation of written standards (Ivanovic & Collin, 2015). The members of the staff should be assigned to list the information that accurately reveals their daily activities (Nickson, 2013). The establishment of SOP in an organization assists in the conduction of performance appraisals of the employees. The employees should be given a target level of outputs for each SOP in their job description (Boella & Goss-Turner, 2013).
The main purpose of a SOP is to provide in depth directions to the individuals, so that they can do their in a correct manner. Simultaneously, Different SOP’s might have different purposes (Kotas, 2014). Depending on the planned utilization at the time, a SOP may possibly be presented or written in a different way in order to be more effectual (Testa & Sipe, 2012).THE SOP’s which are a part of a reference manual might encompass large amounts of descriptive details and even information regarding supporting backgrounds, so that the staff members can understand its significance and its main steps (Jung & Yoon, 2014). When utilizing the similar SOP in basic trainings, fewer details might be required. The amount of detail ought to be tailored to the training level (Davis & Horney, 2015). For instance, the new trainees may be overwhelmed by large amount of details, so there is a need to provide them with the details which they need to do their job in a correct manner (Bowie & Buttle, 2013).
A well-written SOP can also be explained visually by means of a flowchart or annotated illustrations which make it easier for staff members to perform their jobs in an efficient manner (Boella & Goss-Turner, 2013). They don't have to guess how the organization wants them to do the tasks as they can follow a procedure or method which is made easy to reference and can be taken as a printout or can be read from the computer itself (Andrews, 2013). Through a standard practice, the staff members take pleasure in more inevitability in their jobs and can sharpen their skills with respect to each and every task assigned to them to elevate their overall performance (Van der Wagen & Goonetilleke, 2015).
As the organization grows, the management may make a decision to set up diverse locations in which the staff members will replicate the process of work in terms of the original location (Dhiman & Ghai, 2013). With the help of SOPs, it is easy to repeat the processes across the organizations. The members of staff at each location can make use of the similar operating instruction manual to recognize the procedure of performing a standard procedure (Zikmund et al., 2013). The organizations can also track the efficiency of all the sites based on the performance levels for all standard operating procedures (Nickson, 2013).
The key issue identified in this SOP review of new front house employees of Empire Tavern is concerned with the lack of motivation and support among the staff members. Due to this issue they are not able to perform their work efficiently and as a result of this, the overall performance of Empire Tavern is getting affected which is not at all expected by the owner and other management officials. The questionnaires, interviews and personal observations have helped in getting the required information in terms of reviewing the SOP of Empire Tavern.
One of the important tools for achieving success in all the businesses is the motivation of the employees or members of staff. In the business of bars and restaurants, the staff members who are highly motivated play a vital role because they converse with the clients or consumers in a direct way (Gikutha, 2015). As a result, the well-trained as well as motivated employees or members of staff have a huge impact on the achievement of a specific or particular business. An effectual SOP offers the right to an employee as well as provides information about the organization and its performance (Morgan et al., 2015).
To facilitate the building of confidence in the new staff members, it is essential to offer the new employees with the accurate information about the job accompanied by the rules and regulations of the organization (Tsaur et al., 2014). If the new staff members will be provided with a correct knowledge concerning the job then they will turn out to be enormously confident as well as motivated to carry out their duties of the job with their full potential (Davis & Horney, 2015).
An SOP is effective when it is inclusive, valuable and acknowledged. It may take several weeks for compiling the written standards (Boella & Goss-Turner, 2013). The staff members should be allocated for listing the information which correctly reveals their activities on a daily basis (Joppe & Li, 2014). The establishment of SOP in an organization helps in the conduction of performance appraisals of the staff members. The employees should be given a target level of outputs for each SOP in their job description (Prayag & Hosany, 2015). When utilizing the similar SOP in basic trainings, fewer details might be required. The amount of detail ought to be tailored to the training level (Davis & Horney, 2015). For instance, the new trainees may be overwhelmed by large amount of details, so there is a need to provide them with the details which they need to do their job in a correct manner (Bowie & Buttle, 2013).
The most important purpose of a SOP is to offer comprehensive directions to the individuals, so that they can do their job in a correct manner. At the same time, different SOP’s may have dissimilar purposes (Bowie & Buttle, 2013). Depending on the intended use at the time, a SOP might be presented or written in a different manner in order to be more effective (Jung & Yoon, 2012). THE SOP’s which are a part of a reference manual may include large amounts of vivid details and even information regarding supporting backgrounds, so that the members of staff can comprehend its importance along with its major steps (Astika & Rani Setyo Sari, 2013). When making use of the similar SOP in basic trainings, smaller amount of details may be needed (Nickson, 2013). The amount of detail must be modified to the level of training. For example, the new trainees may possibly be besieged by huge amount of details, so there is a necessity to give them the details which they require to do their job in an accurate manner (Li et al., 2013).
Hence, in an organization, a well-versed SOP can provide all the essential information regarding the standards of service along with the rules and regulations of the organizations to the employees or staff members (Tan & Netessine, 2014). It will save loads of time for the process training and will also provide better services to the individuals in an efficient manner (Zikmund et al., 2013).
In the end, it can be concluded that this investigation has revealed the effectiveness of the SOP of Empire Tavern. The methods of collecting information such as interviews, questionnaires and personal observations highlighted the main concern of the front office employees, who are working in Empire Tavern. The existing SOP is not efficient in providing motivation and support to the new front office staff members and due to this issue they are unable to perform in an efficient manner and as a result of this the overall performance of Empire Tavern is getting affected. Hence, there is a need of an effective S.O.P for Empire Tavern, so that that the new front office employees can be motivated with it. An effectual S.O.P can minimize the occurrence of error or variations that takes place quite often in a restaurant and bar as a majority of the times the employees who work in it make use of the job a temporary source of income till they do not find jobs of their core or interested fields. Due to this reason, the services provided by them gets affected which ultimately leads to the loosing of faith and interest with respect to the services which are provided by the restaurant and bar. With the help of an effective SOP, a comparison can be made regarding the provided services and the quality standards can also be measured in order to attain the service of quality control. Taking into consideration Empire Tavern, the front of the house employee’s remains involved in addressing the guest, serving the food and drink and assisting them in various services. Since, these workers are involved in the direct interaction with the customers, their manners and performance replicates the success of the organization significantly. Intensifying the S.O.P beyond the health regulations serves the bars and restaurants well since it makes apparent how to perform a particular task, such as setting tables, taking reservations and tips for cashing out the credit cards. The SOP for bartenders may comprise following the practices of safe serving to prevent the clients or customers who are drunk. The SOP for appearance and safety of the staff may include wearing of footwear that are non-skid and are resistant to grease so that they cannot slip and fall. With the help of an effectual SOP, a comparison can be made regarding the provided services and the standards of quality can also be measured in order to accomplish the quality control service.
The results of the survey using questionnaire and interview as tools and review of the “Standard Operating Procedure” reflects the fact that the major incongruity that exist in Empire Tavern, Auckland is that the employees lack the support and motivation. These two are the key components that can effect employee retention and elevate the performance level of the employees which ultimately will impact on producing positive outcome out of the business. The few recommendations that can bring about change in the whole business are as follows:
- New employees will be more probable to excel in their situations and work in the organization if they sense they have an opportunity to progress up the ladder. In order to motivate the staffs especially the front of the house staffs, clear goals should be set to help them in achieving performance related goals. Their works ranging from food service to registration should be appreciated.
- There should a provision of guest cards which would be received by the employees based on their performance level. Bonus provision based on the number of guest cards should be implemented. This would boost up the Morales of the employees. Moreover, rewards and recognitions from the organization can bring about a change in the performance level of the employees.
- It is also recommended to develop an effective “Standard Operating Procedure” for the front of the house employees especially since these employees unswervingly communicates with the customers. There understanding about the legal and regulatory requirements is essential for the business to run.
- One of the key determinants for the success of the Empire Tavern is the employment of skilled employees which can reduce time for training them or else use of minimal time train the new employees to sharpen their skills and elevate their performance effectively.
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