Case Study 10

 

 

CASE STUDY 4  4  The Beef and Reef Mystery Guest

 

Background of the Study

Hiring new employees may decrease competitive advantage of a company. Hiring employees needs to include reviewing resumes, checking references, and conducting interviews. The company or manager should check and be more aware in choosing a candidate or hiring employee. One of the biggest challenges that fresh graduates face is finding fi nding the right type of  job that fits to their degree. degree.

This study wants to know the strategies of cruising agency on hiring employees not just for the fresh graduate but also to those who wants a job. Hiring an efficient worker on the job is an important function to maintain performance quality. Since fresh graduates have limited work experience they are often eagerly seeking and adopt new experience and use the employment opportunity as a stepping-stone. Cruising travel agency needs to have a new ideas and strategies. To achieve this, company requires to have strategies for recruiting and selecting employee.

Facts of the Case

Sally Salkind has worked for two years as a several at the Beef and Reef Restaurant while getting her degree in hospitality management. The Beef and Reef has specific written standards about how guest service should be provided and posts those standards in the kitchen where all employees can see them. The chain also allow local managers considerable latitude in training employees and providing service, so long as unit financial f inancial results are satisfactory. Sally has developed her own very successful way of opening the service serv ice encounter and delivering service thereafter. She has continued to serve guests in her own style.

Sally tried to do it by the book: “Good evening, I’m sally and I’m going to be your server tonight” but then she got tonguetongue-tied. She couldn’t remember if  procedure  procedure called for her to solicit a beverage order, recite the specials, or encourage the party to choose an appetizer. Bill Gordy called Sally into his office and reprimanded her for not following standards serving procedures at the very time when following procedures was not most important.  important. 

 

Main Problem of the Case

The main problem of the case is how can Bill Gordy, the manager of Beef and Reef Restaurant handle his situation with his employee, Sally Salkind who has her own way of serving her guests. Also, the situation of Sally Salkind, having to adjust her way of serving her guests immediately and unprepared.

Conceptual Framework Framework

Process Promotion as

book”   Serving “by the book” 



 Following company



head-server

standards

 New level of service



 Own style of serving the



guests

 Promoting of Bill



of Beef and Reef Restaurant

Gordy, the manager of Beef and Reef

Independent Variable

Restaurant

Dependent Variable

This framework shows how variables affect one another. The independent variable contains all the things that an employee of Beef and Reef Restaurant must perform or may do such as having their own style of serving the guest. Next is the process, wherein once the employees have performed their tasks, Bill Gordy, the manager of Beef and Reef Restaurant shall do the promoting. Lastly is the dependent variable, whereas the promotion as head-server of Beef and Reef Restaurant depends on how well the employees would perform their tasks and how they would serve their guests accordingly. accordingly.  

 

Results and Discussions Procedures are very important for some employees to know how they should properly act in front of customers. There are a lot of different practices being implemented by other companies, own unique style and touch to it. Even though there should be standards that needed to be meet, Sally seem to find a way on how to do her job better in her own style. Not following this results to Bill Gordy being disappointed in the end because she needed to provide those specific standards in front of the Mystery Shoppers. Both of the person in the case has a point on what they are proving. Bill Gordy as a manager just wanted his staff to follow the set of standards given by management owning the restaurant because after all it’s a standard restaurant chain. While Sally, of course have her own style in entertaining and meeting the customers standards. Sally and Bill Gordy should understand the point of each other because if it’ it’s all about meeting the customer’s standards Sally should still continue doing what she’s doing. A more acceptable answer is to adjust to the management and to it’s customer’s. Maybe Sally considering just following the procedures but can still add some of her styles that would make the customers feel more comfortable. The management should know these types of problems for them to solve and find a way to make things work for their restaurant. Being strict is sometimes good because you’ll be able to practice discipline and you know what to act when there’s a problem, But being too strict is like sucking out the fun and different way of how the staff works and enjoy what they’re doing. There should always be a balance between following procedures and having a creative way to show how different can someone perform their work.