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Tango Restaurant: Employee Training

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Question:

Discuss about the Tango Restaurant for Employee Training.

 

Answer:

Tango restaurant is an organization located in Australia and operates within the service industry.  The main aim of this paper is to provide needs assessment regarding employee training at Tango restaurant. The assessment starts at organizational level and explains the restaurant’s culture mission and business objectives. Further, the operational analysis is included to analyze Tango’s internal environment. What is more, employee assessment is included in this paper to combine everything and highlight the effectiveness of employee performance at Tango restaurant. Moreover, the needs assessment provides the process of training employees and how it contributes to the general organizational performance.  

Needs assessment explains the performance gap in the restaurant. Majorly, the gap is due to fact that employees do not have the basic knowledge required to be competent at the place of work. The needs assessment investigates the performance at both the operational and individual level. In the process, the paper gathers information on the specific knowledge, skills, and attitudes required at the place of work. Needs assessment helps to determine the employees in the restaurant that do not suit the performance requirements. As a result, this will help the human resource department of Tango on developing employee training program. Additionally, the assessment identifies the performance gap which affects the productivity of any business organization. At Tango, needs assessment needs to be included to improve profitability. Additionally, the assessment will help the restaurant to confirm that training is an effective solution for the performance gap. Essentially, employees require training to fix the performance gap (Elnaga& Imran, 2013). The authors further affirm that employees training facilitate quality service delivery. In this contest, training employees will help the workforce at Tango to gain knowledge on the food serving process. Therefore, after training employees, Tango will improve its service delivery. Consequently, this will lead to customer satisfaction.

Incidentally, training needs assessment is essential and can have a vital role when the performance gap affects the operations at Tango. Ultimately, it can help the restaurant to determine the foundation of the performance gap. In the process, Tango can formulate the most effective training program to remove the gap. According to Onyeneho and Hedberg  (2013), needs assessment helps restaurants to fix performance issues and identify the employees that require training to improve their performance standards. Further, Ford (2014) training should only be provided to the employees who need it to enhance performance. Therefore, this needs assessment is meant to help the human resource section at Tango restaurant to understand the need for investing its resources in training employees as a strategy of elimination performance gap. As a result, this will help Tango restaurant to be both effective and efficient.

 

Organizational Assessment

Tango restaurant is a successful organization that ensures quality services delivery to its customers. Tango attracts a large number of clients from different ethnical backgrounds. The restaurant provides meals to families, teenagers, and adults. The mission of Tango restaurant is to attain an outstanding quality food service business in Australia. To achieve this, the firm has employee training that ensures employees gain proper knowledge, skills, and attitudes required to enhance organizational performance. The management of the hotel believes that choosing competent employees can help fix performance gap. Tango’s business mission reveals the belief by the management that success can be enhanced by training employees. Therefore, the human resource management focuses training employees on enhancing performance and facilitate quality service delivery.

Furthermore, Tango is committed to improving customer experience. According to Milner and Furnham (2017), the absence of a positive customer feedback in the service industry, business organizations struggle in acquiring profitability. Therefore, Tango has shown relentless efforts in ensuring that it receives customer feedback. Further, the restaurant credits its success to serving food with high quality at a great value. Tango works together with its business partners as a strategy of improving performance and ensuring customer satisfaction. Tango believes that choosing the workforce with competent skills and passion is essential in eliminating the performance gap. 

Incidentally, it is important for any organization in the service industry to practice business ethical standards to boost its relationship with customers. It is important for business firms to avoid discrimination against employees and customers on the basis of culture, sexual orientation, age, gender, racial, and ethnical background (Yarber, Sayad, & Strong, 2013). To achieve success, Tango restaurant serves customers and recruits employees from different backgrounds. The restaurant realizes the need for diversity and provides equal opportunity to its employees. Australia is no longer a two-language country, therefore it is essential for the restaurant to avoid biases in its operations. Therefore, a needs assessment of human resources in regard to knowledge, skills, and attitudes need to be done for employees working for Tango restaurant.  In the process, this will help the human resource management to understand the kind of training that is required and its relevance in improving performance.

Moreover, the needs assessment associated with policies of the restaurant and the reward system should be accessible to the managers and supervisors in order to be aware and analyze how the needs assessment relates to employees in their work performance at Tango restaurant. The human resource management team needs to ask relevant questions regarding if incumbents understand the level of work performance that is required from them. Moreover, the management needs to know whether employees receive appropriate feedback to identify if their work performance suits the restaurant’s policies. In all operations at Tango, customer satisfaction is vital to providing the right feedback to the management. In case of complaints, an investigation among employees, customers, and the management need to be done. Mainly, this can be achieved through interviews and surveys that aim at understanding the nature of performance gap.

 

Reasons for undertaking Needs Assessment

Needs assessment can be done in more than one approach. However, all the approaches have a common point. Business organizations in the service industry need to conduct a needs assessment to identify how to make the best use of resources (Hughes et al, 2015).  In the process, organizations can enhance performance without wasting resources and time.  The most important component of the needs assessment is identifying the needs that have the highest priority and should be addressed.

The simplest framework of needs assessment is using the three-stage comprehensive approach. In this approach, needs are described as the difference bees the current business situation and the way it should be (Draper & Smith, 2014, Medhat, Hassan, & Korashy2014). In the first stage, Tango needs to identify the facts about the existing situation and find areas for potential enhancement. The second stage entails determining needs by collecting relevant data. The third stage defines the needs and develops a plan on how to address them. In this context, the needs for Tango restaurant are to improve quality service delivery through training and retraining its employees. 

Furthermore, the needs assessment reveals more than one organizational need. In reality, various stakeholders have different needs (Garvey, Kesselheim, Herrick, Woolf, & Leichtner, 2014). In most cases, these needs may rate highly than others. For instance, the human resource management at Tango aims at eliminating the performance gap. To achieve this, the restaurant has implemented employee training program to improve skills, knowledge, and attitude. Primarily, needs assessment identifies the priority of a need and how to handle its critical consequences. According to Fleisher and Bensoussan (2015), business organizations in the service industry need to reduce delivery times to remain competitive in the market. Needs assessment can help Tango restaurant top retain potential customers as it fixes the performance and enhances quality service delivery. Moreover, the needs assessment can help Tango to plan programs and services that enhance performance. Through needs assessment, the restaurant can develop a strong business culture that ensures quality service delivery.

 

Operational Assessment

Serving In restaurants is an intricate task and it requires various skills and abilities. According to Heizer and Barry (2013), serving is a role that has various constraints that influence the way employees to perform. The majority of waiters at Tango are part time. Therefore, this enables students to work while they are at school until they establish a permanent career. Through an extensive research, Birasnav (2014) notes that wages in the service industry are made up of tips. Therefore, the hourly wage is generally lower than minimum wage that is needed for other occupations. Moreover, the motivation to work hard is formed right into the job. Servers at Tango are more or less responsible for their own income. The quality of service delivery determines the quality of tips that waiters get. In return, this helps the restaurant to be competitive in the market as the servers often want to sell more expensive foods to augment their bills and receive more tips. What is more, most of the serving jobs do not require minimum education specifications. For instance, to serve alcohol in Australia, an individual is supposed to be over 18 years old. Therefore, most of the servers are over this age and graduated from high school. Mainly, these are the job requirement in various restaurants across Australia.

Furthermore, Tango requires its employees to have more previous job-related experience than education. However, most of the restaurant jobs in Australia do not need previous experience. Therefore, this insinuates the waiter could be working with individuals who have little education and other job experience. The role of serving customers in a restaurant is stressful and fast-paced (Wills, Davis, & Kotowski, 2013). The job requires employees to multitask in order to serve various customers at the same time. To achieve this, servers are required to have a great memory. What is more, the waiters are supposed to have high relational skill to ensure that they interact effectively with customers (Fan, Guthrie, & Das, 2016).  The most important aspect of serving is customer service. Therefore, Tango ensures that their employees are able to deliver quality service to their customer. In return, this can help the firm to increase production and gain profitability from repeated customers and new clients.

Needs Assessment Survey

The needs assessment survey is used to identify needs at Tango restaurant. The assessment helps business organizations to attain their goals and objectives (Fleming et al, 2016). Further, the authors note that needs assessment survey bridges the gap between employee skills and the skills that are required by the job and business section. Employee training requires assessment survey to form a platform for identifying the effectiveness of the training program that is implemented (Noe, Wilk, Mullen, & Wanek, 2014).  For Instance, Tango restaurant can re-administer the training requirements survey after the training is performed to assess if there is an increase in performance skills as measured by the survey. 

 

Outcomes of Needs Assessment

Needs assessment helps to determine the employees in the restaurant that do not suit the performance requirements. As a result, this will help the human resource department of Tango on developing employee training program. Additionally, the assessment identifies the performance gap which affects the productivity of any business organization. At Tango, needs assessment needs to be included to improve profitability. Additionally, the assessment will help the restaurant to confirm that training is an effective solution for the performance gap. Importantly, employees require training to fix the performance. At Tango, the assessment starts at organizational level and explains the restaurant’s culture mission and business objectives. Further, the operational analysis is included to analyze Tango’s internal environment. What is more, employee assessment is included in this paper to combine everything and highlight the effectiveness of employee performance at Tango restaurant. Additionally, the needs assessment provides the process of training employees and how it contributes to the general organizational perform.

All in all, needs assessment is Important in fixing performance gap within the industry. The assessment starts at organizational level and explains the restaurant’s culture mission and business objectives. The operational analysis is included to analyze Tango’s internal environment. What is more, employee assessment is included in this paper to combine everything and highlight the effectiveness of employee performance at Tango restaurant. The needs assessment provides the process of training employees and how it contributes to the general organizational performance. 

 

References

Birasnav, M. (2014). Knowledge management and organizational performance in the service industry: The role of transformational leadership beyond the effects of transactional leadership. Journal of Business Research, 67(8), 1622-1629.

Draper, C. A., & Smith, P. (2014). Psychiatry in primary care using the three-stage assessment. SAMJ: South African Medical Journal, 104(1), 01-04.

Elnaga, A., & Imran, A. (2013). The effect of training on employee performance. European Journal of Business and Management, 5(4), 137-147.

Fan, Y., Guthrie, A., & Das, K. V. (2016). Spatial and Skills Mismatch of Unemployment and Job Vacancies.

Fleisher, C. S., & Bensoussan, B. E. (2015). Business and competitive analysis: effective application of new and classic methods. FT Press.

Fleming, G. M., Brook, M. M., Herman, B. E., Kennedy, C., McGann, K. A., Mason, K. E., ... & Myers, A. L. (2016). Recommended Protected Time for Pediatric Fellowship Program Directors: A Needs Assessment Survey. Academic Pediatrics, 16(5).

Ford, J. K. (2014). Improving training effectiveness in work organizations. Psychology Press.

Garvey, K. C., Kesselheim, J. C., Herrick, D. B., Woolf, A. D., & Leichtner, A. M. (2014). Graduate medical education in humanism and professionalism: A needs assessment survey of pediatric gastroenterology fellows. Journal of pediatric gastroenterology and nutrition, 58(1), 34.

Heizer, R., & Barry, R. (2013). Operation Management, Sustainability and Supply Chain management (Vol. 11). Pearson, UK.

Hughes, P., Ahmed, N., Winslow, M., Walters, S. J., Collins, K., & Noble, B. (2015). Consumer views on a new holistic screening tool for supportive and palliative?care needs: Sheffield Profile for Assessment and Referral for Care (SPARC): a survey of self?help support groups in health care. Health Expectations, 18(4), 562-577.

Medhat, W., Hassan, A., & Korashy, H. (2014). Sentiment analysis algorithms and applications: A survey. Ain Shams Engineering Journal, 5(4), 1093-1113.

Milner, R., & Furnham, A. (2017). Measuring Customer Feedback, Response and Satisfaction. Psychology, 8(03), 350.

Noe, R. A., Wilk, S. L., Mullen, E. J., & Wanek, J. E. (2014). Employee Development: Issues in Construct Definition and Investigation ofAntecedents. Improving Training Effectiveness in WorkOrganizations, ed. JK Ford, SWJ Kozlowski, K. Kraiger, E. Salas, and MS Teachout (Mahwah, NJ: Lawrence Erlbaum, 1997), 153-189.

Onyeneho, S. N., & Hedberg, C. W. (2013). An assessment of food safety needs of restaurants in Owerri, Imo State, Nigeria. International journal of environmental research and public health, 10(8), 3296-3309.

Wills, A. C., Davis, K. G., & Kotowski, S. E. (2013, September). Quantification of the Physical Demands for Servers in Restaurants. In Proceedings of the Human Factors and Ergonomics Society Annual Meeting (Vol. 57, No. 1, pp. 981-984). Sage CA: Los Angeles, CA: SAGE Publications.

Yarber, W. L., Sayad, B. W., & Strong, B. (2013). Human sexuality: Diversity in contemporary America. McGraw-Hill. 

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