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Project I- Job Analysis

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Project I- Job Analysis

  1. 1. Project I 1 Job Analysis: TGI Friday’s Wait Staff Samantha Manolios Central Michigan University MGT 320: HR Management 12/18/15
  2. 2. JOB ANALYSIS: TGI Friday’s Wait Staff 2 TABLE OF CONTENTS EXECUTIVE SUMMARY ............................................................................................................ 3 DESCRIPTION OF THE ORGANIZATION ................................................................................ 4 SUMMARY OF JOB DESCRIPTION........................................................................................... 6 JOB DESCRIPTION ...................................................................................................................... 6 DESCRIPTION OF METHOD AND PROCESS .......................................................................... 8 TASK/WORKER CHARACTERISTICS INVENTORIES ........................................................... 9 SURVEY AND EVALUATION.................................................................................................. 10 USE IN THE ORGANIZATION.................................................................................................. 14 CRITIQUE OF SURVEY/EVALUATION.................................................................................. 15 APPENDIX A: WORKER CHARACTERISTICS ...................................................................... 16 APPENDIX B: INTERVIEW QUESTIONS AND ANSWERS .................................................. 17 SME 1: Garrett Nichols............................................................................................................. 17 SME 2: Greta Greca ................................................................................................................... 21 SME 3: Aeshia Demps................................................................................................................ 24 APENDIX C: SURVEY METHOD ............................................................................................. 27 APPENDIX D: SURVEY ANSWERS......................................................................................... 28 SME 1: Garrett Nichols – Survey Answers................................................................................. 28 SME 2: Greta Greca – Survey Answers...................................................................................... 29 SME 3: Aeshia Demps – Survey Answers .................................................................................. 30 APPENDIX E: SURVEY RESULTS ........................................................................................... 31 REFERENCES ............................................................................................................................. 36
  3. 3. JOB ANALYSIS: TGI Friday’s Wait Staff 3 EXECUTIVE SUMMARY For the nights when it’s too much of a hassle to prepare a home cooked meal or for the nights when you simply want to go out with friends, there is no better place to go than a restaurant. More specifically; TGI Friday’s Restaurant and Bar. Here, you can relax as the host takes you to your seat and the wait staff takes your request for the evening. Have you ever taken a step back to see all the work your server does? As well as taking your orders, they are busy attending to a handful of other tables and balancing their tasks with the best of their ability. To get a more detailed description of a waiters or waitresses duties on a day-to-day basis, I created a Job Analysis of the wait staff at TGI Friday’s Restaurant. By interviewing and surveying three individuals who are current wait staff at TGI Friday’s in Troy, Michigan, I was able to collect a plentiful amount of data on their job. The interview consisted of 16 questions that asked detailed questions about their typical work day. After hearing from them, each individual filled out a survey that related to their interview. The survey asked them to rate their tasks on the job according to time spent, frequency, customer interaction, difficulty, and importance. Once this was completed, I was able to analyze the results create an accurate job analysis of the TGI Friday’s servers. Along with describing a typical day at work for these employees, this job analysis explains the challenges they must overcome when faced with a problem. In order to be a successful waiter or waitress at TGI Friday’s, one must be friendly, organized and quick on their feet. It is extremely important for TGI Friday’s to hire an appropriate staff because their customers expect to be welcomed with a smile, along with having their orders taken promptly and accurately soon after they’re seated. It is important that the wait staff fulfills the needs of the customer because it ensures they come back again and more customers will arrive with them.
  4. 4. JOB ANALYSIS: TGI Friday’s Wait Staff 4 DESCRIPTION OF THE ORGANIZATION TGI Friday’s is a casual dining restaurant and bar that was founded in Manhattan of 1965, when Alan Stillman had the dream of opening a place where young adults could go out to meet friends and make new ones in an environment that was both relaxed and exciting. His dream quickly turned into a wild success, people couldn’t get enough and America’s most iconic bar and grill was born. From that moment until today, Fridays has been known for taking fun seriously — and grasping the real, pure potential that a Friday is made of, all day, every day. TGI Friday’s now has more than 900 restaurants in 60 countries and continues to promise, “In Here, It’s Always Friday”. (TGI Friday’s, 2015). TGI FRIDAY’S PLEDGE “WE ARE FRIDAYS. We are the “turning work into play.” The dare to be different. And the laughter that’s just the right kind of loud. WE ARE FRIDAYS. The experiences prepared just for sharing. The stories among friends. And the reason to celebrate the smallest of wins. WE ARE FRIDAYS. A commitment to letting Monday in on our big secret. A chance to go “BIG.” And the opportunity to shine. WE ARE FRIDAYS. And we are pure potential. As a Fridays Team Member, I do hereby dedicate myself to delivering on a shared promise of fun, friendship, respect, caring, memories, opportunity, dedication, sharing and passion. I vow to show my love of Fridays by treating each and every day as 24 hours of pure potential for my Guests, for my Team Members and for myself. Because together, WE ARE FRIDAYS. (TGI Friday’s, 2015).
  5. 5. JOB ANALYSIS: TGI Friday’s Wait Staff 5 TGI FRIDAY’S CREDO “Whatever you do, do with Integrity. Wherever you go, go as a Leader. Whomever you serve, serve with Caring. Whenever you dream, dream with your All. And never, ever give up” (TGI Friday’s, 2015). TGI FRIDAY’S VALUES “Our values guide us in making sure that everything we do stays true to Fridays.  Integrity — Employing the highest ethical standards, demonstrating honesty, respect and open communication  Innovation — Approaching new challenges with diversity of thought, creativity, resourcefulness and agility, and reacting quickly and effectively to provide innovative solutions  Guest Focus — Dedicating ourselves to delivering experiences that delight our Guests  Empowerment — Encouraging Team Members to take initiative and do what is right  Accountability — Delivering on our performance commitments and taking responsibility for our actions and our own situation  Responsibility — Ensuring that our actions deliver returns for our stakeholders while ensuring benefit to our Team Members, Guests, owners, business partners and suppliers, as well as the environment and the communities we serve  Fridays Factor — Daring to be different, in a fun and rewarding way
  6. 6. JOB ANALYSIS: TGI Friday’s Wait Staff 6 Pretty powerful, right? The thing is, we live these values every day. They’re not just slogans on a poster. We’re committed to open communication and honesty. And all of our Team Members are encouraged to share their points of view in terms of what’s working and what’s not. Everyone has a voice, and everyone’s expected to use it” (TGI Friday’s, 2015). SUMMARY OF JOB DESCRIPTION Job descriptions are a summary of a specific position in a workplace that provides a clear insight about tasks performed, knowledge, skills, and abilities required, along with the working conditions and other employee qualifications. If one wishes to apply for a wait staff position at TGI Friday’s, they should be familiar with working in a restaurant setting. Although that experience is not required, they will still be put through a couple weeks of training before starting the job. JOB DESCRIPTION Position Title: TGI Friday’s Server Company: TGI Friday’s Reports to: TGI Friday’s Manager on duty Date of Job Analysis: November 28, 2015 Expiration Date: November 28, 2016 Job Summary: Take orders and serve food and beverages to patrons at tables in the dining establishment. Essential Tasks Performed:  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.
  7. 7. JOB ANALYSIS: TGI Friday’s Wait Staff 7  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. Employment Qualifications: Education: High School Diploma or GED Certificate required Experience: Little to no previous work-related skill, knowledge, or experience is needed Training: A few weeks, up to a month of training needed Age: Must be legal working age in state of employment Knowledge Required:  Knowledge of the structure and content of the English language including the meaning and spelling of words, rules of composition, and grammar.  Knowledge of food storage, handling, preparing and serving techniques.  Knowledge of principles and processes for providing customer and personal services. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.  Knowledge of principles and methods for showing, promoting, and selling products or services. Skills Required:  Giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.  Talking to others to convey information effectively.  Actively looking for ways to help people.  Being aware of others’ reactions and understanding why they react as they do.  Adjusting actions in relation to others’ actions. Abilities Required:  The ability to listen to customer needs and wants to successfully take their orders.  The ability to identify and understand the speech of another person.  The ability to speak clearly so others can understand you.  The ability to communicate information and ideas in speaking so others will understand.
  8. 8. JOB ANALYSIS: TGI Friday’s Wait Staff 8  The ability to keep your hand and arm steady while moving your arm or while holding your arm and hand in one position. Other Requirements:  The ability to exert yourself physically over long periods of time without getting winded or out of breath.  Identifying complex problems and reviewing related information to develop and evaluate options and implement solutions. Working Conditions: Waiters and waitresses are on their feet most of the time and often carry heavy trays of food, dishes, and drinks. The work can be hectic and fast paced. During busy dining periods, they are under pressure to serve customers quickly and efficiently. They must be able to work well as a team with kitchen staff to ensure that customers receive prompt service (Bureau of Labor Statistics, 2014). DESCRIPTION OF METHOD AND PROCESS In order to gather the appropriate information needed to analyze TGI Friday’s wait staff, it was critical for me to find individuals who were willing to participate in an interview and survey. By helping me with this project, these Subject Matter Experts (SME’s) gave me the ability to create a vivid job description of their workplace. Since there isn’t a TGI Friday’s in Mount Pleasant, I travelled to one closer to my hometown while I was on Thanksgiving break. During my visit at TGI Friday’s, I met Garrett Nichols, a very friendly young man that helped me set up a phone interview with him for a later date. He also gave me the phone numbers of two other references, Greta Greca and Aeshia Demps, who I was also able to schedule a phone interview with as well. Below are some details about the SME’s that they shared with me when I interviewed with them.
  9. 9. JOB ANALYSIS: TGI Friday’s Wait Staff 9 Garrett Nichols – 3 years at TGI Friday’s working both serving and bartending positions. He graduated from Stevenson High School in 2012 and is a current student at Wayne State University. Before working at TGI Friday’s he worked at McDonalds for almost 2 years. Greta Greca– 3.5 years at TGI Fridays’ and works mostly as a waitress and occasionally works as the hostess. Greta graduated from Troy high school in 2011 and is now living in Atlanta, Georgia. She is also a recent graduate at the Paul Mitchell Nails & Esthetics School in Michigan. Aeshia Demps – 2.5 years at TGI Friday’s and works interchangeably as a waitress and hostess. Aeshia graduated Sterling Heights High School in 2013 and is a current student at Oakland University. Before working at TGI Friday’s, Aeshia worked at a family restaurant near her home. TASK/WORKER CHARACTERISTICS INVENTORIES In order to determine the responsibilities of a TGI Friday’s waiter or waitress, I collected information I learned from the SME’s as well as resources on O*NET for extra guidance. The tasks that I gathered together, according to what I found, are the average tasks any wait staff would be expected to do. These tasks are listed above can be located on the bottom of page 6. In order to be an adequate waiter/waitress at TGI Friday’s, one must provide certain worker characteristics. Worker characteristics are the core knowledge, skills, abilities, and other qualities (KSAO’s) essential to deliver exceptional performance in the workplace. I have listed these characteristics in Appendix A on page 16 and the KSAO’s in the job description on page 7. I was able to find the characteristics and KSAO’s with the help of O*NET resources and the responses given by the SME’s. Based on what the SME’s told me, I chose specific options that related best with what they said. In order to hire optimal staff members, the characteristics and
  10. 10. JOB ANALYSIS: TGI Friday’s Wait Staff 10 KSAO’s are a good determinant when hiring new waiters/waitresses at TGI Friday’s and should be an essential component of the hiring process. SURVEY AND EVALUATION Survey Method With the help of Survey Monkey, I was able to create a survey for the SME’s that would further assist me in finding a better understanding of the average TGI Friday waiter. The survey consisted of 14 tasks that the SME’s perform on a typical work day and they were asked to rank each task (from 1-5) based on the 5 criteria’s given for each task. The criteria are time spent, frequency, customer interaction, difficulty, and importance. Listed below are a simple definition for each of the specific criteria and how the SME’s were able to determine a ranking for them. Each criteria were chosen for a specific reason. Time spent on the task gives us an accurate measure of what their days are mostly filled of. Frequency of the task lets know how often the task is being done. Customer interaction allows us to understand how often they communicate with the customer. Difficulty of the task gives us an accurate measure of what makes the job more complicated. Importance signifies the task that is more critical to get completed than others. With this detailed information, we are able to clearly understand the significance of each and every task that is performed. Time Spent - The average amount of time spend on this task throughout the week. Rating of 1: Less than an hour per week spent on the given task Rating of 2: 1 to 6 hours per week spent on the given task Rating of 3: 6 to 12 hours are spent on the given task Rating of 4: 13-18 hours spent on task per week
  11. 11. JOB ANALYSIS: TGI Friday’s Wait Staff 11 Rating of 5: The task takes over 18 hours of the workweek to accomplish Frequency - How frequent the given task was being performed on an average work day. Rating of 1: Given task is never performed at work Rating of 5: Given task is constantly performed at work Customer Interaction - The amount of interaction you experience with the customer during the given task is being performed. This would include face-to-face contact with customers as well as speaking with customers. Rating of 1: Given task is not seen by customers and has no interaction with the customer Rating of 5: Given task requires face-to-face communication with the customer Difficulty – Difficulty of the given task being performed. Can affect the employee both physically and (or) mentally. Rating of 1: Given task does not require critical analysis or physical strain Rating of 5: Given task requires thoughtful planning or great physical strain Importance – How important the task is to the job and the overall operation of TGI Friday’s. Rating of 1: Given task has no effect on the overall operation of TGI Friday’s Rating of 5: Given task has a tremendous effect on the overall operation of TGI Friday’s Survey Evaluation After gathering my data, I was able to organize everything in tables and calculate the mean and standard deviation of the rating for each of the tasks. Given the statistics, I interpreted which specific tasks are responsible for keeping the wait staff at TGI Friday’s busy. To easily
  12. 12. JOB ANALYSIS: TGI Friday’s Wait Staff 12 display the results of our SME’s opinions, listed below are the 3 highest (mean) rated tasks for each section paired with the smallest possible standard deviation. The mean and standard deviation of each task can be found in Appendix E: Survey Results on page 31. Time Spent: According to the mean and standard deviations collected from the survey, the 3 tasks that have the most time spent being performed are as follows:  Exchange money with customers while making change where needed- Mean: 4.00 & Standard Deviation: 0.00  Serve customers with fast and friendly service- Mean: 3.67 & Standard Deviation 0.57  Inform customers of new products, promotions or sales- Mean: 3.67 & Standard Deviation: 1.53 Frequency: According to the mean and standard deviation collected from the survey, the 3 most frequent tasks that were performed are as follows:  Notify management of shortages, special orders and customer complaints- Mean: 3.67 & Standard Deviation: 1.15  Select food items from serving or storage areas for preparation- Mean: 3.67 & Standard Deviation: 1.15  Clean/organize eating, service, kitchen and lobby areas- Mean: 3.33 & Standard Deviation: 0.58 Customer Interaction: According to the mean and standard deviation collected from the survey, the 3 tasks that involved the most customer interaction are as follows:
  13. 13. JOB ANALYSIS: TGI Friday’s Wait Staff 13  Exchange money with customers while making change where needed- Mean: 4.00 & Standard Deviation: 1.00  Communicate with customers regarding orders, comments and complaints- Mean: 3.67 & Standard Deviation: 1.15  Notify management of shortages, special orders and customer complains- Mean: 3.67 & Standard Deviation: 1.15 Difficulty: According to the mean and standard deviation collected from the survey, the 3 of the highest difficulty of tasks performed are as follows:  Fill and record customer orders using point of sales machines- Mean: 4.00 & Standard Deviation: 1.00  Relay food orders to cooks using point of sales machine in a timely fashion- Mean: 3.67 & Standard Deviation: 0.58  Stock lobby and service areas with materials (such as ketchup, napkins, etc.)- Mean: 3.67 & Standard Deviation: 1.55 Importance: According to the mean and standard deviation collected from the survey, the 3 tasks that had the most importance are as follows:  Use proper safety precautions- Mean: 5.00 & Standard Deviation: 0.00  Maintain cleanliness on the job- Mean: 5.00 & Standard Deviation: 0.00  Fill and record customer orders using point of sales machines- Mean: 4.33 & Standard Deviation: 1.15
  14. 14. JOB ANALYSIS: TGI Friday’s Wait Staff 14 USE IN THE ORGANIZATION One of the reason this job analysis is conducted is to show the organization how useful it can be when incorporated in the hiring process. The Human Resources department for TGI Friday’s will be able to update their procedures based on the opinions and facts that were gathered from the SME’s and O*Net recourses. The first thing I would recommend the HR department doing is enforcing a more strict decision making process when determining the right person to hire. Based on what I’ve found, there are many abilities and skills that an individual must have when being a waiter/waitress. Being able to keep up with the specific demands of their workplace is something that is critical when determining whether someone is fit to be a TGI Friday’s server. Another important factor, in my opinion, when determining whether someone is fit for the job, is experience in the food industry. Based on the results, each individual I interviewed and surveyed had previous experience working with food. When evaluating their surveys, it became clear to me that they didn’t find many tasks too difficult and I believe part of the reason is because of their knowledge of the job. It is important for the organization to update their hiring process because it will be essential for the business to continue being successful. TGI Friday’s is a well-known establishment that prides itself on being a wonderful dining experience to its customers. The wait staff at TGI Friday’s is a crucial determinant of whether the restaurant is a success or not. Not having the proper employees to get the job done will result in a loss of customers. Loss of customers results in a huge loss of profits, and so on. By using this job analysis, the HR department of TGI Friday’s will be able to confidently hiring a new servers without a doubt in their minds.
  15. 15. JOB ANALYSIS: TGI Friday’s Wait Staff 15 CRITIQUE OF SURVEY/EVALUATION After spending so much time completing this job analysis, I became very familiar with the results I obtained and began to evaluate them even further. When I first saw the results, however, I questioned whether or not I presented the survey to the SME’s with enough detail. At first I didn’t understand what the results meant and became slightly frustrated by it. The breaking point in this process was when I used O*Net and combined my survey results with the information the website provides. I slowly began to realize that this job was more complex than I had initially realized. A waiting position at TGI Friday’s is more than just rating daily tasks from 1 to 5, it is hard work. Another thing that helped reassure me that my results were accurate was coming to the realization that each of the SME’s were different people with opinions that were unique to one another. At first, when finding the top 3 significant mean and standard deviations for each criteria, I thought the results seemed skewed. In my opinion, some tasks seemed more important that the ones most important to them. It was important for me to take a step back from what I believed to be correct and understand the results from their point of view. Overall, I think this job analysis is a success. It accurately describes the duties of an average TGI Friday’s server and gives some important insight about the job from a personal level, given by the SME’s. Anyone who looks to find more information about this type of job will be able to do so easily with this document and will have a much better knowledge of the job after doing so.
  16. 16. JOB ANALYSIS: TGI Friday’s Wait Staff 16 APPENDIX A: WORKER CHARACTERISTICS KNOWLEDGE Description English language Knowledge of the structure and content of the English language including the meaning and spelling of words, rules of composition, and grammar. Food Production Knowledge of food storage, handling, preparing and serving techniques. Customer and Personal Service Knowledge of principles and processes for providing customer and personal services. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction. Sales and Marketing Knowledge of principles and methods for showing, promoting, and selling products or services. SKILLS Description Active Listening Giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times. Speaking Talking to others to convey information effectively. Service Orientation Actively looking for ways to help people. Social Perceptiveness Being aware of others’ reactions and understanding why they react as they do. Coordination Adjusting actions in relation to others’ actions ABILITIES Description Oral Comprehension The Ability to listen to customer needs and wants to successfully take their orders. Speech Recognition The ability to identify and understand the speech of another person. Speech Clarity The ability to speak clearly so others can understand you. Oral Expression The ability to communicate information and ideas in speaking so others will understand. Arm-Hand Steadiness The ability to keep your hand and arm steady while moving your arm or while holding your arm and hand in one position. OTHER Description Stamina The ability to exert yourself physically over long periods of time without getting winded or out of breath. Complex Problem Solving Identifying complex problems and reviewing related information to develop and evaluate options and implement solutions. (ONET, 2015)
  17. 17. JOB ANALYSIS: TGI Friday’s Wait Staff 17 APPENDIX B: INTERVIEW QUESTIONS AND ANSWERS SME 1: Garrett Nichols 1. What are the first tasks you complete when you arrive at work each day? First, I clock in. I typically stock the bar and make sure all table are clean and ready for guests. I'll speak to other staff members about the previous shift in order to assess what is needed. 2. What are the tasks you must complete during your shift? I'm responsible for making and serving alcoholic and non-alcoholic beverages. I'm responsible for taking, sending, and delivering orders. I'm responsible for conversing with guests and ensuring they have what they need during their visit. I clean and restock the bar when needed. 3. What are typical responsibilities you have each day? Other than what mentioned before, I have to monitor customers for intoxication, behavior, etc. 4. What difficulties have you dealt with over the years as a TGI Friday’s waiter? Difficult guests are a given. There are sometimes disputes with other employees that make my job more difficult. Heavily intoxicated customers can be difficult to deal with and are sometimes angry when service is refused. I work long hours on my feet and it can often be very taxing on my body and mind.
  18. 18. JOB ANALYSIS: TGI Friday’s Wait Staff 18 5. What tools/technology do you use to perform your job? I use a note pad, a POS system, and phones. I also use the various bar tools such as strainers, shakers, dish washers, etc. 6. Explain the interaction you have with customers: I greet the customer, take orders, delivery food/drinks. I process payment and thank the customer. Sometime this involves more or less interaction depending on guest needs or how well I can build rapport with the guest. 7. How do you deal with customer complaints? I typically apologize and/or explain the problem. I'll assess what the customer needs, and if possible will remedy the problem myself. Otherwise, I will ask a manager to assist me. Not all complaints are reasonable and sometime you have to explain the reality to the customer in a respectful manner. 8. What sales techniques do you use? Were you trained on these or do they come with experience? We use menus and "call books" placed on the table to describe and illustrate various items. We were trained in the use of these tools, however a lot of it has to do with personal experience and preference. I rarely use these tools, I prefer to ask questions and assess what the customer might enjoy.
  19. 19. JOB ANALYSIS: TGI Friday’s Wait Staff 19 9. What educational level and/or training did you need to be a TGI Friday’s waiter? We received a good deal of training (2-3 weeks) upon hiring. As a bartender, I received further training. No formal education is required, although prior service experience is preferred. 10. Are there any personality traits you would find necessary to perform your job? Any that would hinder your ability? You definitely have to be confident and good communication skills are a must. Patience is a personality trait that is helpful. Typically, a more friendly/humorous person will do better. Beyond this, you have to be organized and able to think on your feet. 11. Walk us through a typical order process. How long does this process take? This process can vary in both structure and time required depending on the guest and the size of the group. Average time spend is probably about 2-3 minutes. First, I'll take and fulfill a drink order, and then return to offer appetizers. I'll answer any questions and record the order and enter it into the POS. 12. What is the chain of command? Who do you report to on a regular basis? There are department managers (bar, kitchen, server, etc.), and there is a general manager in charge of the store. We sometimes see the district manager, but this is rare. Beyond this, there is a "shift lead", a server in charge of ensuring that side work is done. In the bar, there is often a more senior/experienced bartender who "runs the show", but this is informal and not always the case.
  20. 20. JOB ANALYSIS: TGI Friday’s Wait Staff 20 13. Have you always worked in the Food industry? If not, was the transition difficult? I have worked in the food industry since I got my first job. 14. How familiar must one be with the product in order to sell it? You typically have to be very familiar with a product. The customer will not be confident in your ability if you do not know the ingredients, taste, and details about a particular dish. Drinks are a bit different, nobody can memorize the ingredients of literally thousands of drinks. However, it is smart to be familiar with at least a dozen or more. 15. How is performance measured? Are there quotas given to meet, standards set by management? Our restaurant relies heavily on employee statistics. Our sales, survey scores, table time, PPA (per person average), tip percentage, alcohol sales, and dessert/appetizer sales are all recorded and posted weekly. There is also a screen in the kitchen that shows some of these stats in real- time. Server who perform better are rewarded with larger section and "more desirable" shifts. Bartenders are assessed based on liquor usage. If we are over-pouring or under-pouring we may be reprimanded. Accuracy is important. 16. How is success or good performance rewarded? Poor performance? Beyond what I mentioned previously, we sometimes have contests to reward those with the highest liquor, dessert, or gift card sales. The winner will receive a prize like a gift card, lottery ticket, or meals. Poor performers are often spoken to by management if it becomes a problem. Consistently poor performing staff will receive shorter shifts and sections with fewer tables.
  21. 21. JOB ANALYSIS: TGI Friday’s Wait Staff 21 SME 2: Greta Greca 1. What are the first tasks you complete when you arrive at work each day? I check my tables in my section to make sure they are ready for customers. Then I see if there is anything that needs to be done for the restaurant to prepare for the night 2. What are the tasks you must complete during your shift? Each section has running duties. So for example if I'm in section 3 my job all night is to make sure there are glasses for the bar and dining area all night. Also to wrap silverware and get other team members involved in silverware wrapping during the night. 3. What are typical responsibilities you have each day? Any trash on the floor or in my section to pick it up, run food out to other tables, complete my running duties, multitask that while taking care of tables in a timely manner. 4. What difficulties have you dealt with over the years as a TGI Friday’s waiter? I've only worked there for a short time but I deal with mostly the attitude of other coworkers and also other coworkers’ laziness on the job. Nothing frustrates me more than when people sit down when there is plenty to do and all they talk about is leaving almost as soon as they get there. 5. What tools/technology do you use to perform your job? We use a micros software system to put in orders that go right to the kitchen to be completed.
  22. 22. JOB ANALYSIS: TGI Friday’s Wait Staff 22 6. Explain the interaction you have with customers: I am always friendly and state my name right off the bat. I am constantly asking them how their experience is and if there is anything that I can do. If something goes wrong I apologize as much as possible. 7. How do you deal with customer complaints? I do all I can while I am at the table and then if it is something that is out of my hands then I get a manager immediately. 8. What sales techniques do you use? Where you trained on these or do they come with experience? I try to talk about the deals we have going on with our drinks and always ask if they would like to do dessert or an appetizer. Most times when you mention it they will think about it and end up getting it. 9. What educational level and/or training did you need to be a TGI Friday’s waiter? Customer service training, restaurant training. 10. Are there any personality traits you would find necessary to perform your job? Any that would hinder your ability? You have to be a people person. Very outgoing and be witty. Basically how my trainer said it is that our job is to know how to flirt.
  23. 23. JOB ANALYSIS: TGI Friday’s Wait Staff 23 11. Walk us through a typical order process. How long does this process take? It should take less than 2 min. You start with drinks by the time you get the drinks generally they are ready to order if not give them a few more minutes. Take their order and it should be in the computer in less than a 30 seconds to a min. 12. What is the chain of command? Who do you report to on a regular basis? I report to the front of the house manager when I get there during shift and when I leave. 13. Have you always worked in the Food industry? If not, was the transition difficult? I have worked in food for a few years. The transition wasn't too difficult. I mostly enjoy it. 14. How familiar must one be with the product in order to sell it? Very familiar. I still struggle with drinks and what we have and names of the drinks. 15. How is performance measured? Are there quotas given to meet, standards set by management? Performance is measured by PPA (sales), how much liquor beer and wine I sell. It's measured by surveys, how fast I flip my tables. 16. How is success or good performance rewarded? Poor performance? Good performance is rewarded sometimes through contests and there are prizes and or by gaining another table once all of those numbers go up and remain steady.
  24. 24. JOB ANALYSIS: TGI Friday’s Wait Staff 24 SME 3: Aeshia Demps 1. What are the first tasks you complete when you arrive at work each day? Setting up the pop stand. 2. What are the tasks you must complete during your shift? Depends on what section you’re in. I'm usually in section 1 so checking over everyone work clean pop stand, and stocking. 3. What are typical responsibilities you have each day? 1. When I come in for work I make sure my tables are put together clean 2. Check my section 3. Greet my guest take order bring order out 4. Before leaving I clean up break down the ice mop the floor wash pop stand. 4. What difficulties have you dealt with over the years as a TGI Friday’s waiter? Dealing with unsatisfied guest. 5. What tools/technology do you use to perform your job? Never let the guest make you upset.
  25. 25. JOB ANALYSIS: TGI Friday’s Wait Staff 25 6. Explain the interaction you have with customers: Greet the guest within 30 seconds of being sat, take drink order, take the appetizer order, then take their dinner order, check back after desert and bring check. 7. How do you deal with customer complaints? I learn from them try and do better. 8. What sales techniques do you use? Were you trained on these or do they come with experience? I chose a favorite item and try and sale that. They trained me. 9. What educational level and/or training did you need to be a TGI Friday’s waiter? High school diploma. 10. Are there any personality traits you would find necessary to perform your job? Any that would hinder your ability? Just have a great memory and be fast. No. 11. Walk us through a typical order process. How long does this process take? Introducing, offer a drink and app them the main meal the check back give check takes about 30 minutes go everything.
  26. 26. JOB ANALYSIS: TGI Friday’s Wait Staff 26 12. What is the chain of command? Who do you report to on a regular basis? The Manager on duty. 13. Have you always worked in the Food industry? If not, was the transition difficult? Yes I have. 14. How familiar must one be with the product in order to sell it? Very familiar. 15. How is performance measured? Are there quotas given to meet, standards set by management? No. Not really. 16. How is success or good performance rewarded? Poor performance? The better you do with your table the more tables you get and slow performance get less table.
  27. 27. JOB ANALYSIS: TGI Friday’s Wait Staff 27 APENDIX C: SURVEY METHOD Time Spent: The average amount of time spent on the given task throughout the week. Frequency: How frequent the given task was being performed on an average work day. Customer Interaction: The amount of interaction you experience with the customer during the given task is being performed. This would include face-to-face contact with customers as well as speaking with customers. Difficulty: Difficulty of the given task being performed. Can affect the employee both physically and (or) mentally. Importance: How important the task is to the job, and overall operation of TGI Friday’s. Scale 1 2 3 4 5 Time Spent (Hours per week) Less than 1 1 to 6 6 to 12 12 to 18 18 + Frequency Never Rarely Sometimes Often Always Customer Interaction Never Rarely Sometimes Often Always Difficulty Simple Not Difficult Somewhat Difficult Challenging Extremely Difficult Importance Never Important Rarely Important Sometimes Important Usually Important Always Important
  28. 28. JOB ANALYSIS: TGI Friday’s Wait Staff 28 APPENDIX D: SURVEY ANSWERS SME 1: Garrett Nichols – Survey Answers Task Time Spent Frequency Customer Interaction Difficulty Importance Serve customers with fast service and friendly service. 4 2 1 5 3 Exchange money with customers while making change where needed. 5 2 4 1 3 Fill and record customer orders using point of sales machines. 1 4 2 5 3 Clean/organize eating, service, kitchen and lobby areas. 4 3 5 1 2 Notify management of shortages,special orders and customer complaints. 1 5 4 3 2 Communicate with customers regarding orders, comments, and complaints. 1 2 3 5 4 Inform customers of new products, promotions or sales. 5 4 1 2 3 Prepare food items, such as appetizers, entrees, and desserts. 5 4 1 2 3 Use proper safety precautions. 2 3 5 4 5 Select food items from serving or storage areas for preparation. 4 5 1 2 3 Relay food orders to cooks using point of sale machines in a timely fashion. 1 2 3 4 5 Sweep and remove garbage from parking lot area. 1 2 3 4 5 Maintain cleanliness while on the job. 2 1 3 4 5 Stock lobby and service areas with materials (such as ketchup, napkins etc.). 3 1 2 4 5
  29. 29. JOB ANALYSIS: TGI Friday’s Wait Staff 29 SME 2: Greta Greca – Survey Answers Task Time Spent Frequency Customer Interaction Difficulty Importance Serve customers with fast and friendly service. 4 3 2 5 1 Exchange money with customers while making change where needed. 4 2 3 5 1 Fill and record customer orders using point of sales machines. 3 2 1 4 5 Clean/organize eating, service, kitchen and lobby areas. 2 4 1 3 5 Notify management of shortages,special orders and customer complaints. 1 3 5 2 4 Communicate with customers regarding orders, comments, and complaints. 3 1 5 2 4 Inform customers of new products, promotions or sales. 4 2 1 3 5 Prepare food items, such as appetizers, entrees,and desserts. 1 4 3 2 5 Use proper safety precautions. 4 2 1 3 5 Select food items from serving or storage areas for preparation. 2 3 1 4 5 Relay food orders to cooks using point of sale machines in a timely fashion. 5 1 2 3 4 Sweep and remove garbage from parking lot area. 4 2 1 3 5 Maintain cleanliness while on the job. 3 1 4 2 5 Stock lobby and service areas with materials (such as ketchup, napkins etc.). 2 4 1 5 3
  30. 30. JOB ANALYSIS: TGI Friday’s Wait Staff 30 SME 3: Aeshia Demps – Survey Answers Task Time Spent Frequency Customer Interaction Difficulty Importance Serve customers with fast and friendly service. 3 4 4 1 5 Exchange money with customers while making change where needed. 3 4 5 3 4 Fill and record customer orders using point of sales machines. 3 4 4 3 5 Clean/organize eating, service, kitchen and lobby areas. 4 3 3 2 4 Notify management of shortages,special orders and customer complaints. 2 3 2 1 4 Communicate with customers regarding orders, comments, and complaints. 2 3 3 2 4 Inform customers of new products, promotions or sales. 2 4 5 2 4 Prepare food items, such as appetizers, entrees,and desserts. 3 1 1 4 5 Use proper safety precautions. 2 4 2 2 5 Select food items from serving or storage areas for preparation. 3 3 1 4 5 Relay food orders to cooks using point of sale machines in a timely fashion. 1 3 3 4 2 Sweep and remove garbage from parking lot area. 3 2 2 4 3 Maintain cleanliness while on the job. 3 4 3 2 5 Stock lobby and service areas with materials (such as ketchup, napkins etc.). 2 3 3 2 4 ‘
  31. 31. JOB ANALYSIS: TGI Friday’s Wait Staff 31 APPENDIX E: SURVEY RESULTS Tasks SME 1 SME 2 SME 3 Response Average Standard Deviation 1. Serve customers with fast and friendly service. Time Spent 4 4 3 3.67 0.57 Frequency 3 3 4 3.33 0.57 Customer Interaction 1 2 4 2.33 1.53 Difficulty 5 5 1 3.67 2.31 Importance 3 1 5 3.00 2.00 2. Exchange money with customers while making change where needed. Time Spent 5 4 3 4.00 1.00 Frequency 2 2 4 2.67 1.15 Customer Interaction 4 3 5 4.00 1.00 Difficulty 1 5 3 3.00 2.00 Importance 3 1 4 2.67 1.53 3. Fill and record customer orders using point ofsales machines. Time Spent 1 3 3 2.33 1.15 Frequency 2 2 4 2.67 1.15 Customer Interaction 4 1 4 3.00 1.73 Difficulty 5 4 3 4.00 1.00 Importance 3 5 5 4.33 1.15
  32. 32. JOB ANALYSIS: TGI Friday’s Wait Staff 32 4. Clean/organize eating, service,kitchen and lobby areas. Time Spent 4 2 4 3.33 1.15 Frequency 3 4 3 3.33 0.58 Customer Interaction 5 1 3 3.00 2.00 Difficulty 1 3 2 2.00 1.00 Importance 2 5 4 3.67 1.53 5. Notify management ofshortages, special orders and customer complaints. Time Spent 1 1 2 1.33 0.58 Frequency 5 3 3 3.67 1.15 Customer Interaction 4 5 2 3.67 1.53 Difficulty 3 2 1 2.00 1.00 Importance 2 4 4 3.33 1.15 6. Communicate with customers regarding orders, comments, and complaints. Time Spent 1 3 2 2.00 1.00 Frequency 2 1 3 2.00 1.00 Customer Interaction 3 5 3 3.67 1.15 Difficulty 5 2 2 3.00 1.73 Importance 4 4 4 4.00 0.00
  33. 33. JOB ANALYSIS: TGI Friday’s Wait Staff 33 7. Inform customers ofnewproducts,promotions or sales. Time Spent 5 4 2 3.67 1.53 Frequency 4 2 4 3.33 1.15 Customer Interaction 1 1 5 2.33 2.31 Difficulty 2 3 2 2.33 0.58 Importance 3 5 4 4.00 1.00 8. Prepare food items,such as appetizers, entrees, and desserts. Time Spent 5 1 3 3.00 2.00 Frequency 4 4 1 3.00 1.73 Customer Interaction 1 3 1 1.67 1.15 Difficulty 2 2 4 2.67 1.15 Importance 3 5 5 4.33 1.15 9. Use proper safety precautions. Time Spent 2 4 2 2.67 1.15 Frequency 3 2 4 3.00 1.00 Customer Interaction 5 1 2 2.67 2.08 Difficulty 4 3 2 3.00 1.00 Importance 5 5 5 5.00 0.00
  34. 34. JOB ANALYSIS: TGI Friday’s Wait Staff 34 10. Select food items from serving or storage areas for preparation. Time Spent 4 2 3 3.00 1.00 Frequency 5 3 3 3.67 1.15 Customer Interaction 1 1 1 1.00 0.00 Difficulty 2 4 4 3.33 1.15 Importance 3 5 5 4.33 1.15 11. Relay food orders to cooks using point ofsale machines in a timely fashion. Time Spent 1 5 1 2.33 2.31 Frequency 2 1 3 2.00 1.00 Customer Interaction 3 2 3 2.67 0.58 Difficulty 4 3 4 3.67 0.58 Importance 5 4 2 3.67 1.53 12. Sweep and remove garbage from parking lot area. Time Spent 1 4 3 2.67 1.53 Frequency 2 3 2 2.33 0.58 Customer Interaction 3 1 2 2.00 1.00 Difficulty 4 2 4 3.33 1.15 Importance 5 5 3 4.33 1.15
  35. 35. JOB ANALYSIS: TGI Friday’s Wait Staff 35 13. Maintain cleanlinesswhile on the job. Time Spent 2 3 3 2.67 0.58 Frequency 1 1 4 2.00 1.73 Customer Interaction 3 4 3 3.33 0.58 Difficulty 4 2 2 2.67 1.15 Importance 5 5 5 5.00 0.00 14. Stock lobby and service areas with materials (such as ketchup, napkins etc.). Time Spent 3 2 2 2.33 0.58 Frequency 1 4 3 2.67 1.53 Customer Interaction 2 1 3 2.00 1.00 Difficulty 4 5 2 3.67 1.53 Importance 5 3 4 4.00 1.00
  36. 36. JOB ANALYSIS: TGI Friday’s Wait Staff 36 REFERENCES TGI Friday’s (2015) TGI Friday’s corporate website: Where It All Began. Retrieved November 29, 2015, from http://www.tgifridays.com/jobs-about Bureau of Labor Statistics (2014) “Summary.” Waiters and Waitresses. Work Environment. U.S. Bureau of Labor Statistics. Retrieved December 3, 2015 from http://www.bls.gov/ooh/food- preparation-and-serving/waiters-and-waitresses.htm#tab-3 O*NET. (2010). Summary Report for: Waiters and Waitresses. In O*NET OnLine. Retrieved December 5, 2015 http://www.onetonline.org/link/summary/35-3021.00 Noe. Hollenback. Gerhart. Wright. (2015). Human Resource Management Gaining a Competitive advantage (9th Ed.). New York, NY: McGraw-Hill Education.

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