Jarrod K. Murray. Benjamin T. Pharr. Waiter/Waitress

Transcription

1 Jarrod K. Murray Benjamin T. Pharr Waiter/Waitress Check with customers to ensure that they are enjoying their meals and take action to correct any problems. Collect payments from customers. Write patrons' food orders on order slips, memorize orders, or enter orders into computers for transmittal to kitchen staff. Prepare checks that itemize and total meal costs and sales taxes. Take orders from patrons for food or beverages. Check patrons' identification to ensure that they meet minimum age requirements for consumption of alcoholic beverages. Serve food or beverages to patrons, and prepare or serve specialty dishes at tables as required. Present menus to patrons and answer questions about menu items, making recommendations upon request. Clean tables or counters after patrons have finished dining. Prepare hot, cold, and mixed drinks for patrons, and chill bottles of wine. 1. Critical Incident Method: One task that is essential to the successful function of a waiter/waitress is to clean tables or counters after the patrons finished dining. For example, if a waiter/waitress fails to wipe down a table after service, the manager would document this instance of the employee behavior. If the waiter/waitress repeatedly does not engage in this behavior, training may be needed, or disciplinary action may be taken by the management. If the waiter or waitress does engage in the behavior, the manager would likewise record the behavior; however the positive instances of this behavior may lead to rewards, such as praise, raises and/or promotions. 2. Behavioral/Weighted Behavioral Checklist: Using the same task, a behavioral checklist may contain several items pertaining to the act of washing the table, such as Employee always collects plates after dinner service, Employee always wipes tables and counters down after dinner service, etc. A normal behavioral checklist would just include these items and PA would be used to determine the presence, absence, and/or frequency of these behaviors. The target behavioral items may be weighed according to their relative performance to the job. If they are, a weighted behavioral checklist is being used. For example, the questions pertaining to cleaning may only be a minor function of the employee s job compared to customer service; therefore, customer

2 service may be weighted by a higher percentage score of overall employee performance when compared to cleaning. (Customer service = Raw score * 25% vs. Cleaning = Raw score * 10%). A: 3. Paired Comparison Analysis: Customer Service Number of Customers Customer Service Number of Customers B: Behavior Rank Weight Customer Service Number of Customers 4. Graphic Rating Scales: Customer Service 1 out of 7 2 out of 7 3 out of 7 4 out of 7 5 out of 7 6 out of 7 7 out of 7 Number of Customers Unacceptable Satisfactory Good Excellent 5. Essay Evaluation: The supervisor would highlight the functions that the waitress/waiter successfully completed while being observed. The essay would rely on the graphic rating scale notated above. The supervisor would also highlight areas that the employee needed to improve on as well. For example, if the

3 waitress/waiter cleaned the table in a timely manner in respect to the guest completing their meal then it would be notated in the essay as a positive highlight. The same would occur in converse if the waitress/waiter did not clean the table in a timely manner the negative feedback would highlight their failure in completing the job function. 6. Behaviorally Anchored Rating Scale: 5 Cleaned table within 1 minute or less of the guest completing their meal 4 Cleaned table within 1 2 minutes of the guest completing their meal 3 Cleaned part of the table, but not all empty plates, within 1 2 minutes of the guest completing their meal 2 Did not clean table until guest asked for the empty plates to be removed 1 Did not clean table until the guests left 7. Performance Ranking Method In this method, one employee is compared to another instead of being compared to a standard scale. 5 Best Cleaner: The employee cleans plates off of table and wipes down the table in a timely manner 1- Worst Cleaner: The employee does not clean plates off of table and wipes down the table in a timely manner The scale can also be expressed graphically: The employee does not cleans plates off of table and wipes down the table in a timely manner The employee cleans plates off of table and wipes down the table in a timely manner 8. Management By Objective (MBO) MBO focuses on goals instead of the methods by which they are accomplished. Objective 1 - Present menus to patrons and answer questions about menu items, making recommendations upon request.

4 Objective 2 - Take orders from patrons for food or beverages. Write patrons' food orders on order slips, memorize orders, or enter orders into computers for transmittal to kitchen staff. Objective 3 - Serve food or beverages to patrons, and prepare or serve specialty dishes at tables as required. Objective 4 Prepare checks that itemize and total meal costs and sales taxes Objective 5 - Clean tables or counters after patrons have finished dining Degree Performance Appraisal To: Name of Employee: Date: Name of Server Being Reviewed: Department: Position: Hudson Grille uses a 360 Degree Performance Appraisal system. This is a program designed to obtain performance feedback from individuals (peers, subordinates, supervisors, and customers) who have contact with an employee. As an employee who reports to the manager being reviewed, you are requested to complete this form. Your input is extremely important to our review process and in helping us evaluate our management team and determine what improvements are needed. Please take some time to complete this evaluation. Be objective and as specific as possible. We ask that you return the completed form no later than (Date) to the Human Resources Department. If you have any questions regarding this process or completion of this form, please check with Human Resources. Thank you, Based on your own experiences reviewing this waitor/waitress, please provide comments on the areas listed below: Job Knowledge (menu): : Customer Service Skills: Ability to Consolidate tasks:

5 Signature of Employee: Date: 10. Forced Ranking Rank the Employee s performance in regard to maintaining table cleanliness during a meal: Bottom 10 % Bottom 40 % Top 40 % Top 10% 11. Behavioral Observation Scale Rank the employee on the following behaviors: Employee pre-busses tables Never Sometimes Always Employee wipes table down after guests are finished dining Never Sometimes Always