1HRES 2170 – CompreheNsive Team AssignmentDue Date Novem.docx

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HRES 2170 – CompreheNsive Team Assignment
Due Date: November 14, 2018 at the start of class (6:00 PM -
Refer to Course Outline for late policy)
Value: 25% of your final grade.
Project Details
Instructions: On the following pages, you will find the details
for your comprehensive term project, which you will undertake
in groups of 5. This forms a significant portion of your grade
and requires your continuous commitment to be successful. The
assignment is designed to fulfill multiple learning objectives to
develop a range of skills for you, including working in a team.
You will see there are questions assigned to each of the topic
areas. Although your writing may not be distributed equally
amongst these questions for each topic area, you need to
provide a maximum of 3 pages for each topic area (use double
space, time new roman font). For each section you have to refer
to at least one additional reference (beyond text book and class
notes) to illustrate your point. You must follow APA standards
and include a reference sheet outlining the additional
reference(s) used at the end of each section. Failure to do so
will result in reduction in 2 marks from the respective section.
Please attach the grading scheme (last 3 pages) to your final
submission (Failure to do so will result in 3 marks deduction).
Please make sure that you start this project early. You are in
charge of your time and managing the work within your team.
This process will be easier if you approach each topic area
(chapter) as we are discussing it in class. I hope to provide
some time in class for practice with your team, though the
responsibility of this assignment is yours and there will be
much work required with your team outside of class time to
excel at this.

I will provide further clarity in class and always be available to
answer questions. If you need clarifications and assistance with
the project make sure to reach out (sooner than later). You can
always book an appointment to meet me.
The assignment is purposefully designed with some ambiguity
and also some leeway as these steps will look different
depending on the job that you choose. The purpose is to get to
a place of application with this material and this assignment
models much of the realistic work of HR practitioners.
Please also be aware of the university policies with respect to
Academic Dishonesty and also Plagiarism. This is taken very
seriously at the university and even if the dishonesty or
plagiarism is unintentional, my obligation to report it does not
change. Please also know that taking credit for work you did
not contribute to is also considered Academic Dishonesty and
will be reported to the Office of Student Conduct as such. As
such, all members of the group are expected to work on, review,
read and contribute to each section. If your name is on the
paper and you did not do so, this is considered grounds for
plagiarism. Further, if you split up the assignment (i.e. assign
certain sections to each person and do not read and edit each
person’s section), the assignment will be disjointed and your
mark will reflect this.
Familiarize yourself with the resources on campus, which
include but are not limited to: Student Learning Services and
also our wonderful library.
Good luck with the assignment
COMPONENT PART OF COMPREHENSIVE PROJECT
COMPONENT DETAILS
Total Marks Possible
Team Contract
Your duly signed team contract is due by the start of class on
xxx. A template for this is available under the assignment
section on Blackboard.
You can upload a copy of the contract onto your Team Portal on
Blackboard for everyone’s reference.

The template is a guideline, and you can add additional
commitments that you share unanimously across your team.
Please be aware that if there are any issues that need to be
addressed with your team, that I will use this contract as the
first point of reference should I need to mediate.
5
Overall Presentation & Mechanics, Spelling, Grammar and
Referencing (including Bibliography)
Your paper needs to follow APA standards. Please consult the
APA Guide and style sheet available at the library (Version 6)
for details on spacing, font, format, referencing and pagination.
Please pay special attention to the following:
· Your paper should have a clear title page which includes your
names, student IDs, instructor’s name, our course and this
project’s name as well as the due date.
· Your paper needs to be presented in a professional manner and
should be stapled or collated for final presentation (NO LOOSE
SHEETS PLEASE). The links to APA style guides are posted in
the Assignment section of Blackboard.
· Ensure please that your project is clearly and consistently
referenced and that it is clear for the reader which section is
which.
· Include a Table of Contents.
· Marks will be deducted for errors in grammar, spelling, and
lack of readability.
Please make sure to read the full report once it is fully compiled
to see if the report presents a coherent story.
· References for each chapter should be listed at the end of each
chapter (not at the end of the complete report). Failure to use at

least one additional reference per section will result in -2 points
from each section.
· Failure to print and attach the grading rubric (last 3 pages)
with the final report will result in -3 points.
· Provide a short Executive Summary to your report at the end
of the document (maximum 1 page). This is a broad summary of
your report. If someone only reads this section, the person
should be able to have a fair understanding of what you did.
15
Introduction
(of job to be studied)
THIS IS ONE OF THE MOST IMPORTANT PARTS OF THE
PROJECT. GIVE LOTS OF THOUGHT TO IT AS THIS SETS
THE STAGE FOR YOUR REPORT.
In no less than one full page, present the position that you have
decided to study for this project. It should be one that you are
interested in, and would greatly help to have some base
knowledge already.
You should include the specifics of the position and location,
type of organization (size, industry, maturity, etc.), how many
positions you are trying to fill, and other contextual information
which will help you to build the full profile of the position.
10
Chapter 2 & 3:
The Legal Context and Safety
1. Provide two bona fide job requirements (or list and discuss
any existing BFOR provided). (5 pts)
1. Discuss safety as it relates to the position and provide two
proactive actions the company can take to keep this employee

safe. (5 pts)
10
Chapter 4: Designing and Analyzing Jobs
1. Create a job description (including the job specifications) for
the position you have chosen. For this purpose, you can use
your personal knowledge of the job, interview someone who
knows about the job, and/or use the Internet to find the relevant
information. (10 pts)
2. Identify and articulate what the team deems to be the 4-6 key
knowledge, skills or capabilities for this role. This should not
just ‘picking from the list’ but rather, a summary reflective of
the list (hint: this requires a team discussion). Further, the team
will want to be clear and not just state “good communicator” (I
don’t know what that means). This will help the team form the
basis for the interview questions. (10 pts)
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Chapter 5a: HR Planning and Recruitment
1. Design an externally focused recruitment strategy. What
methods would be most effective?
Your campaign should be realistic and very focused, and should
include 3 methods for recruitment.
Clearly identify how your methods will help you to recruit a
more diverse workforce. (4 pts)
2. Design a job advertisement for one of your recruitment
methods. (2 pts)
3. Discuss whether and how the ad has created “AIDA” as
follows: the ad should attract Attention; the ad should develop
Interest in the job; the ad should create Desire for the job; the
ad should instigate Action. (4 pts)
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Chapter 5b: Selection
(Note: The maximum page limit is increased to 6 for this
section only.)

1. Based on CH 4/Q 2 (above), create three Behavioral
Descriptive Interview questions for your candidate. Will the
question provide the competency/skill that you are looking to
uncover? WHY are you asking THIS question – what do you
hope to learn? (5 pts)
2. Again, based on CH4/Q2, create three Situational Interview
questions for your candidate. With the question provide the
competency/skill that you are looking to uncover? WHY are you
asking THIS question – what do you hope to learn? (5 pts)
10
Chapter 6: Orienting and Training Employees for High
Performance
1. Design 1-5 day orientation program for your new hire.
Assume that you have a reasonable budget to work with to do
this. You may outline your program in point form. (10 pts)
10
Chapter 7: Employee Performance
1. Based on the job description, identify at least 3 performance
dimensions that you plan to measure to assess the job
performance of your hire. Please describe why these are the
important dimensions to be measured. (5 pts)
2. How do you plan to measure the performance dimensions
identified above? Describe in detail, what measures would be
adopted and who will be doing the measurement, and how often
do you plan to do the assessment of performance (5 pts)
10
Peer Review (for EACH team member).
This will be required of each of the members of your team. The
details are provided in the peer review sheet which I have also
posted under “Assignments” on our site. The 5 marks will be

deducted from each individual who does not submit a peer
review.
Please note that any problems with the team should be reported
to the instructor at least 14 business days prior to the due date,
especially if you are awarding a reduced grade for your team
mates.
-5
“completeness”
Not only will the marks not be awarded for any section not
completed, but an additional 10 point penalty will be imposed
off the rest of the project. Realistically, this project needs to be
done in sequence and all component parts need to be included
for it to really “work”
-10
TOTAL MARKS POSSIBLE
100
Introduction
Earls is a well-known restaurant in North America that prides
itself in providing quality hospitality with quality ingredients
and a high level of customer service. (https://earls.ca/about).
Earls has proved they have the ability to make a difference and
be successful within the Restaurant industry by providing
quality service through its vision which is based on innovation,
top ingredients and excellent customer service. Earls has many
locations across North America and is established as a quality
restaurant through the utilization of its values insights.
The position being studied is the General Manager
position at one of the locations of Earls within Calgary, Alberta
and there is one position available. This role is very important
because the manager is typically representing the owner at the
restaurant when the owner is not present. The manager ensures

that tasks are accomplished by staff members at the upmost
quality and punctuality. The manager is also responsible that
the customers that come to the restaurant are provided with high
level of customer service and leave the site satisfied. This
position is potentially one of the key roles that need to be
played at the restaurant at all times.
Every operation within an institution requires the oversight of a
general manager responsible for managing an institution
subsidiary. This individual impact on the success of the
business entity. The important role played by general managers
requires them to possess certain characteristics and positive
virtues.it is imperative for a general manager to own likable
characteristics so as to enjoy success. Successful managers have
good communication skills. These skills are integral in engaging
in constructive dialogue with other individuals in the company.
Communication skills include both good listening skills and
appropriate application of non-verbal cues. Conflict resolution
skills aid the manager in ensuring the employees live in
harmony and are productive. Leadership skills bring success by
aiding the supervisor to give motivation and support to team
members. The general manager is an important figure whose
presence portrays a combination of leadership and ownership.
The operation within this Earls Restaurant require an individual
with all positive leadership attributes to fill in the position of
general manager. It is paramount to understand the importance
of a general manager to this subsidiary.
Critical thinking helps the manger in coming up with new
innovations, solving daily problems and make critical decisions.
Interpersonal skills helps him/her to build cohesive team culture
within the organization. Time management skills are imperative
for the manager to ensure that all restaurant aspects are
completed within the allocated time without time wastage. The
manager should also understand the cultural diversity within the
workplace. This skill aids in understanding different beliefs and
cultures so as to accommodate every member of staff. Problem
solving skills improves productivity and overall profits. A

successful manager hones a clear understanding of employment
laws. This helps in avoiding conflict due to labor actions.
Planning skills allow the manager who is a supervisor to
correctly allocate duties and responsibilities. Communication
skills, interpersonal skills, employment law knowledge,
leadership skills and critical thinking are the most important
conditions for a supervisor to enjoy success. The conditions
above are imperative because they all involve the acceptable
handling of individuals in the workplace. A supervisor has to
fulfill all this conditions so as to harness good relationships
within the workplace. These conditions also increase team work,
efficacy and effectiveness of a company. The conditions can be
satisfied by incubating and listening to all employee issues.
This must be coupled with positive virtues such as honesty,
humility and patience. This ensures safety within the work
place. Additionally, ensuring safety at workplace is an
imperative responsible.
This paper analyzes the job description within a vacant position
a subsidiary of Earls Restaurant. The requirements within this
organization in reference to the named position are clearly
outlined to give an understanding of the expected interpersonal
characteristics. These characteristics are a must-have for
successful candidates since they influence how this individual
runs daily restaurant operations. Positive attributes foster
productivity within employees and increases customer
satisfaction. A detailed job analysis is outlined in this paper so
as to establish what roles the applicants will be undertaking.
Analyzing a job ensures that successful applicants have a pre-
notion of what is expected of them. The paper illustrates a
critically analyzed recruitment plan while considering all the
job parameters. A behavioral and situation analysis is reviewed
to determine the applicant’s requirements. This analysis ensures
that all applicants meet required ethical standards with
reference to the situation at Earls Restaurant. After successful
hiring the applicant undergoes orientation and training. The
paper establishes all mechanisms and approaches applied during

this process. Finally, this article reviews job performance
evaluation to establish how top management reviews how the
general manager performs his/her duties.
Position: General Manager at Earls
Chapter 2 - Bona Fide Job Requirements
According to the Alberta Human Rights Commission (2010a), a
bona fide occupational requirement must be reasonable and
justifiable (para. 1). In order to analyze if the requirement is
justifiable the Supreme Court of Canada created the Meiorin
test which outlines three characteristics the employer must
consider (Alberta Human Rights Commission, 2010a, para. 3).
The three characteristics are as follows: the requirement must
have a rational connection to the job performance, honest and
good faith belief that the standard is necessary, and reasonable
necessity including the obligation for the employer to
accommodate up to the point of undue hardship (Alberta Human
Rights Commission, 2010a, para. 3). This means that the
employer must take reasonable steps to accommodate the
diverse needs of the person up to the point that it would cause
the company sufficient financial costs or serious disruption to
business (Alberta Human Rights Commission, 2010b, para. 1-3).
If the employer can prove the requirement is reasonable and all
three characteristics are justified it is likely the bona fide
occupational requirement is valid (Alberta Human Rights
Commission, 2010a, Evaluation of a Bona Fide Occupational
Requirement, para. 3).
The successful general manager candidate must fulfill two bona
fide occupational requirements. The first requirement is the
candidate must be 18 years of age or older. In Alberta, the legal
age to consume alcohol, serve alcohol and enter a drinking
establishment is 18 years old. The company is allowed to

discriminate based on age because the restaurant includes a
lounge and the general manager must be 18 years of age or older
to enter the lounge area and to serve alcohol. The company
does not need to accommodate up to undue hardship in this case
as the alcohol consumption and serving age is outlined by
provincial legislation and there is no exception to this law. The
general manager is responsible to manage the staff in the lounge
and this would be a difficult task to perform if they were under
18 and never able to enter the lounge.
The second requirement is the candidate must be bondable. As
the position includes the task of handling money it is reasonable
to ensure the candidate is bondable and therefore the company
is allowed to request a background check which includes a
criminal record check and credit check of the candidate.
Although the company could accommodate a non-bondable
candidate and assign the responsibility to an employee that is
bondable, this would put the company at a greater risk both
financially as the company would have to pay higher insurance
premium and ethically as the company is hiring someone that
has a proven record of being reckless with money. As the
general manager is the top manager at the restaurant and
ultimately responsible for all the money that is collected, it
would be a necessity for them to be able to handle and
distribute cash as needed.
Chapter 2: References
Alberta Human Rights Commission. (2010a). Bona Fide Job
Requirements. Retrieved November
3, 2018, from
https://www.albertahumanrights.ab.ca/employment/employee_in
fo/employment_contract/Pages/bfor.aspx
Alberta Human Rights Commission (2010b). Duty to
Accommodate. Retrieved November 3,
2018, from
https://www.albertahumanrights.ab.ca/employment/employee_in
fo/accommodation/Pages/duty_to_accommodate.aspx

Chapter 3 – Safety in the Workplace
Health and safety management in the restaurant
industry is vital as workers are exposed to many job-related
hazards and the chances of an injury or illness can be high. The
General Manager needs to ensure the health and safety of
employees, customers, suppliers, inspectors and anyone else
that enters the establishment. In order for employees to be able
to prevent injuries and illnesses, all employees need to train on
how to control job-related hazards. Some areas of training
include how to use all machinery correctly and in accordance
with the operators manual, how to use sharp objects properly
such as knives to prevent cutting injuries, how to wear
protective gear around hot surfaces to prevent burns and rashes,
how to be careful of slips and trips while serving food and
beverages, and how to be familiar with fire extinguishers and
emergency preparedness in case of a fire or evacuation. Health
and safety management should include the following items to be
proactive in the workplace. First, the employees must
understand all the job-related hazards and how the hazards can
hurt them. Second, the employees need to know how to control
the job-related hazards. Third, the employees need to receive
regular communication with the manager to make sure the
importance of safety is emphasized. If the first two items
happen with no follow up then it is likely the employees will
start taking shortcuts and injuries will increase. Next, the
General Manager needs to ensure the health and safety of
restaurant customers. This includes following food regulations
for preparing and serving foods, asking every customer if they
have any food allergies or food preferences to minimize the
likelihood of an allergic reaction, and communicating with the
customer if the item being served is hot or cold or an item on
the table could cause injury such as the item could be too heavy
or very sharp. Last, the General Manager needs to ensure the
health and safety of anyone else coming to the restaurant. If the
manager is on top of safety for workers and customers, then it is
likely the premise will be safe for suppliers and inspectors too.

The manager would need to inform outsiders of any hazards
before task completion can start.
One proactive step the company can take to ensure
safety at the restaurant is to have all staff including the General
Manager put on appropriate footwear that is certified and non-
slip. The rubber sole of the shoe will prevent slipping on the
floor in the case of a liquid being spilled or if the floor is
generally slippery (Lomax, 2017, para. 2). A closed toe shoe
will also prevent injuries to the toes and feet from a falling
object or a spilled item (Lomax, 2017, para. 2). If any
employee slips and falls this could be a very serious injury.
Not only will the employee hurt themselves from the actual fall
which could entail broken bones, twisted ligaments or pulled
muscles, the employee could also have a secondary injury from
falling on an object that could burn them or cut them (Lomax,
2017, para. 2). Therefore, by the company requesting all staff
to wear non-slip footwear this is a good proactive step to
prevent slipping injuries.
Another proactive step the company can take to
ensure safety at the restaurant is to have all staff including the
General Manager get involved in emergency response training.
“Accidents can happen even when everyone observes the safety
policies and uses the safety equipment that management has in
place. When such scenarios happen, it is critical that the people
in the respective workplace understand how to use the
emergency equipment” (Lomax, 2017, para. 7). Training on
emergency response and emergency equipment can prevent
further harm from occurring during an emergency, it can
prevent spreading and causing more damage in the case of a
fire, and it can prevent injuries or minimize the severity of an
injury (Lomax, 2017, para. 7). Being prepared in the case of an
emergency in a good proactive step the company can take to
ensure the safety of everyone at the restaurant.
Lomax, H. (2017, November). 5 Ways to Promote Safety in

Restaurants. Food Newsfeed.
Retrieved November 9, 2018,
fromhttps://www.foodnewsfeed.com/fsr/vendor-bylines/5-ways-
promote-safety-restaurants
Chapter 4 - Designing and Analyzing the Job
Restaurant Manager Job Description
Position: General Manager
Reports to: Regional Manager
Approved by: Regional Manager (November 10, 2018)
Payroll Type: Hourly
Purpose of position
The purpose of this position is to run the location in an
efficient, effective, and profitable manner. Allocate jobs, duties,
set reasonable and appropriate goals for your immediate
subordinates to keep the location running as best as is possible.
This requires someone who is a problem-solver, leader, and has
a strong work ethic.
Duties and Responsibilities
As a manager you will be required to work in a fast-past
environment. You are responsible for the restaurant, its staff,
and the customer experience. You will be required to decide
what, how, and by whom a job will get done. Constant
communication is required with upper level management to set
and achieve sales, or other, goals. Handle any disagreement
between staff effectively and diplomatically. Conduct opening
and lock-up, including supervision of cash out. Staff training, or
retraining, according to Earls Corporate guidelines. Assist in
any area of restaurant in the event of being understaffed.
Monitor cleanliness of kitchen and prep area to maintain an
excellent level of food quality and safety by meeting or
exceeding any governing laws as they pertain to the work
environment.

Minimum Qualification
· Minimum 18 years age
· Minimum 4 years Managerial experience
· License to serve alcohol
· Previous experience: Restaurant experience & Managerial
experience
· Able to lift minimum 20 pounds (9 kg)
· Able to use touch-screen POS system
· Experience or training in all areas of kitchen
· Able to work in high temperature kitchen for an extended
period of time
(Betterteam, 2018)
A managerial role is a difficult one and one that spans multiple
aspects of the workplace. Therefore, a manager must have clear
communication with their staff. A manager’s communication
should be crystal clear as it is the difference between explaining
something perfectly and unintentionally misleading your staff.
Exceptional interpersonal communication can also improve the
relationship with your employees, which fosters improved
morale and effectiveness (Business Queensland, 2016). A
manager must also be aware of the importance of written
communication. Although you are not required to be ask quick
one must always maintain a sense of professionalism. A
manager of a restaurant will be in constant communication with
their staff as well as routine communication with upper level
management.
A manager is a leader and must exemplify the values they want
to see in their employees as well as the values of the
organization. Employees should look to their leader, in this case
their manager, to motivate and to coordinate them. As the leader
of a team a manager must act as an anchor to keep everyone on
task and to set an example of professional conduct. It is also
beneficial to a manager to be viewed as a leader rather than a
controller as some employees need someone to see themselves
in rather that someone ordering them from their office.

A manager must also be focused on the business aspect of their
job and therefore must run the restaurant efficiently and
effectively. This requires a plethora of organizational skills to
keep their operation running smoothly. The ability to set
priorities and to properly allocate your available resources in
paramount to success as not only is a manager tasked with the
conduct of their employees but also the level of customer
satisfaction. Organization is critical to employees because it can
set a sort of rhythmic pace. An employee should never be
blindsided by a task. Knowing one’s requirements at ones job
allows them to set expectation, this would not be possible if
one’s manager was disorganized. Organization also alleviates
some of the stress from every employee’s day as it reduces
mental clutter and can reduce anxiety about what to expect from
the day
An excellent manager must also have developed conceptual
skills. Creativity in the workplace is of benefit as it allows a
manager to be able to conduct themselves at their own
discretion to find the most effective solution to problems. Of
course, a manager must first and foremost conduct themselves
in accordance with company policy. However, a manager cannot
be a one-dimensional thinker as some problems may not be
outlined under company policy. As well a creative and active
manager may improve moral as they may be deemed more
likable and enjoyable to work under.
Betterteam. (2018). Job Description Template. Retrieved
November 5, 2018 from dfhdhdhd
https://www.betterteam.com/job-description-template
Business Queensland. (2016). Managing business relationships.
Retrieved November 9,
2018, from https://www.business.qld.gov.au/running-
business/marketing-sales/managing-
relationships/communicating-effectively
Writing, Alexis. (2018, June 30). The Advantages of

Organizational Skills. Small
… Business-Chron.com. Retrieved November 9, 2018
from
. http://smallbusiness.chron.com/advantages-
organizational-skills-276.html
Chapter 5a: Planning and Recruitment
Recruitment Strategy
The recommended externally focused recruitment strategy will
include internet postings, job fair and open houses, as well as
employee referrals.
Internet postings for this job would be effective because they
are low cost, have a large reach, can reach a specific group of
individuals with particular set of skill, it’s fast and it is
commonly used by those who are seeking employment.
Job fairs and open houses as a recruiting method will be
effective because it allows the opportunity for the employer to
participate in job fairs that the attendees will have particular
types of skills that are desirable to fill the position of General
Manager at Earls. It could also expand the search by attending
job fairs that where potential applicants are encouraged to
attend to see what is available at the company (Stewart, E.B.,
Belcourt, M. Peacock, M. 2016. p.).
Employee referrals would be one of the most effective external
recruiting methods. Employees of a company typically do not
refer people they know who would not perform well as it would
be a bad reflection on themselves, so referrals are usually
quality candidates (Stewart, E.B., Belcourt, M. Peacock, M.
2016). Although this method has the potential to be extremely
effective, by using employee referrals the employer has to
ensure that it is not “creating a situation of systemic
discrimination” (Stewart, E.B., Belcourt, M. Peacock, M. 2016).

These methods would be the most effective to fill the General
Manager position because the combination of these approaches
will reach and attract a larger and more diverse pool of potential
applicants. By using these methods and recruiting outside the
company, it automatically will be giving the company a fresh
perspective and potentially new ideas. These three approaches
also can offer a variety of unique skill sets that may be hard to
come by using other methods such as unsolicited applications.
Job Advertisement
The following job advertisement has been designed to use for an
internet job posting.
This job advertisement has created attention, because the logo is
large, clear and noticeable. It also creates attention because it is
a well-known company and the simple logo is familiar. The
advertisement develops interest in the potential applicant
because of the choice words at the top of the ad. Together the
words logic, soul and magic, piques the curiosity of the
potential applicants, as these words are not often used to
describe a kitchen and bar. Logic, soul and magic is how Earls
Restaurant Ltd. describes what they as a company look for in an
applicant (2017b).
The desire created from this ad it within the thought-provoking
questions that are designed around the company’s mission and
values. “Be a part of something bigger than yourself” (Earls
Restaurant Ltd., 2017a) draws on the company’s involvement in
community engagement, connection and sense of belonging.
Even though this is one of the company’s beliefs, when placed
in the ad, it can be interpreted in a way that the potential
applicant would think that being employed at Earls is being a
part of something bigger than themselves. This could work to
the company’s advantage as it can draw in those who are eager
and long for a deep connection with the company with whom

they are employed with.
The main action that is instigated by the job is to apply online
by the deadline of November 30, 2018. The other actions this ad
invokes are subtly put in the form of questions. The ad is
looking for a specific answer for each of the questions which is
“yes”.
Chapter 5a: References
Earls Restaurant Ltd. (2017a). About us. Retrieved October 31,
2018 from https://earls.ca/about
Earls Restaurant Ltd. (2017b). About us. Retrieved October 31,
2018 from
https://earlswantsyou.com/apply
Earl’s kitchen and bar logo [Photograph]. Retrieved October 31,
2018 from
https://www.google.com/url?sa=i&rct=j&q=&esrc=s&source=im
ages&cd=&cad=rja&uact=8&ved=2ahUKEwj0_M2wr7HeAhXsy
lQKHY8uDMoQjRx6BAgBEAU&url=https%3A%2F%2Ftwitter.
com%2Fearlsrestaurant&psig=AOvVaw1DTZeINhPo2IC5mM5Q
JVq4&ust=1541099004012156
Stewart, E.B., Belcourt, M. Peacock, M. 2016. P.).
Chapter 5b: Selection
Behavioral Descriptive Interview Questions
1.Tell me about the last customer complaint you had. What was
is and how did you deal with it? What did you learn or change
as a result? (Brown, 2017).
The skills uncovered by asking this question is customer
interaction as well as one’s level professionalism in a difficult
or frustrating situation. By asking this question the employer
will be able to see how well the potential candidate can
persuade a customer to see things from their perspective, their

ability to listen to the customer, empathize with the customer
and come up with and execute a solution to the customer’s
complaint in a timely manner. The combination of these should
be something that will not damage the customer’s visit any
further and will also not tarnish the company’s reputation.
2.Tell me about a time there was a conflict between you and
another co-worker. What did you do to resolve this conflict?
Did it work? What did you learn? Thinking back would you
have done anything differently? (Brown, 2017).
The skills uncovered by asking this question are problem
solving skills, teamwork, communication skills and one’s
recognition for opportunity for growth and development.
By asking these questions the employer hopes to learn the
potential candidate’s problem-solving skills in a workplace
setting and how they communicate with others while trying to
resolve a conflict. The employer also would hope to learn the
potential candidate’s ability to analyze the situation after it had
been resolved and recognize what they did well in the situation
as well as opportunities that they could grow and learn from,
therefore approach a similar situation in the future more
prepared, with even better results. As teamwork is an integral
part of any position in the service industry, the candidate’s
answer will shine light on the fact of how they manage a team,
as well as work with one.
3. Describe a time when you saw a problem and took the
initiative to correct it rather than waiting for someone else to do
it.
Proactivity is the skill that is uncovered by the employer with
this interview question. By asking this question the employer
hopes to learn what kind of motivation the potential
Candidate possesses and can also gain some insight into what
values they may have. By taking initiative, a candidate shows
they have the ability to be proactive. From an employer’s
perspective, proactivity can lead to growth within the company.

Situational Interview Questions
1. You are paired with an individual for a project that you
need to work together on in order to complete. The person
whom you are paired with has a personality that is very
different with yours. Because of your clashing personalities, it
becomes difficult to build a relationship with this person, which
is directly affecting your work on this project. How would you
handle this situation? (Leddy, 2014).
Teamwork and conflict resolution are the main skills that the
employer is looking to uncover with this question.
Communication skills would be a secondary skill that the
employer could uncover with this question (Zhang, 2017).
By asking the potential candidate this question, the employer
would learn how the candidate holds themselves and their
teammates accountable, and the strategies that they may use in
the process of conflict resolution to get to a workable outcome.
The employer could also learn how the candidate would seek to
understand the problem the problem from their teammate’s
perspective and understand the problem from a different point
of view before developing a solution to the problem. The
employer is seeking to learn how well the candidate can work
with others, in a worst-case scenario.
2. You are given a long-term project that you are to manage.
What would your strategy be to ensure that everything runs
smoothly and according to the timeline you have been given?
What do you do if things are not running as smoothly as you
would like them to, and you are in jeopardy of missing the
deadline for this project?
The primary skills that are uncovered with this question are
time management skills, and organizational skills. Secondary
skills that could be uncovered is the candidate’s flexibility,
problem solving skills (Zhang, 2017).
The employer would hope to learn how the candidate would
manager their time wisely to ensure that the project is
completed fully by the deadline, and to the quality and

standards that are expected. Organizational skills are key to any
project management and would need to be described in detail to
the employer. When describing what the candidate would do if
things go array in the progression of the project, the employer
will learn if the candidate is able to think quickly, and execute a
solution to the problem, all while not hindering the timeline, but
doing their best to improve upon it. One has to acknowledge
that things won't always go as planned, and the flexibility of the
candidate in recognizing that and developing an alternate way
of approaching the project would be beneficial to the employer
as it would demonstrate innovative thinking, creativity and their
ability to adapt to a situation.
3. You have just handed in the project you have been working
on and managing. You are very proud of the work you have
done and believe it to be of good quality and high standard.
When you pitch it to your Regional Manager you receive
criticism rather than the praise you were expecting for your
hard work and efforts. How do you handle and react to this?
This question uncovers the candidate’s ability to adapt, and
their leadership skills (Zhang, 2017). What the employer would
hope to learn by asking this question is the candidate’s ability
to grow and learn while being open to feedback. Development
of an individual requires not only support, but constructive
feedback as well. If they are unable to accept criticism and turn
it into a learning opportunity, they are likely not willing to
grow. It shows maturity and professionalism if a candidate does
not take the idea of criticism negatively, or personally.
5b References
Brown, K. (2017). Hudson’s Canada’s Pub. Assistant manager
first interview questions.
Retrieved October 20, 2018 from
https://app.box.com/s/2hlt66bbbe/file/212374450674

Leddy, C. (2014). National Center for the Middle Market. 10
great situational interview
Questions to identify the best job candidate. Retrieved October
20, 2018 from
https://www.middlemarketcenter.org/expert-perspectives/10-
great-situational-interview-questions-to-identify-the-best-job-
candidate
Zhang, L. (2018). Daily Muse Inc. 30 behavioral interview
questions you should be ready to answer. Retrieved
October 20, 2018 from
https://www.themuse.com/advice/30-behavioral-interview-
questions-you-should-be-ready-to-answer
Chapter 6 - New Hire Orientation and Training
The orientation for the General Manager will be quite extensive
as the Manager needs know information that pertains to their
own performance as well as information to efficiently manage
the performance of the restaurant employees and information to
meet the expectations of the corporate office. The General
Manager is the connection between the restaurant level and the
corporate level and therefore will be the main contact person on
many human resources questions and concerns.
Day one of the orientation will cover the company’s
human resources policies and procedures. The new hire will
receive a copy of the company employee handbook which
outlines important human resources policies such as violence
and harassment, alcohol and illegal substances, privacy,
whistleblower, code of conduct, conflict of interest, and
technology and email. Next, the employee will review the
Alberta Government Employment Standards toolkit (2018)
which details the provincial legislation on earnings, hours,
overtime, statutory holidays, vacation, leaves of absence and
terminations (pg. 1-110). Lastly, the employee will review
manager specific items and what the procedures are to handle
certain situations such as absenteeism, employee warnings and
progressive discipline, and company dress code. The GM will
keep the employee handbook after orientation and can refer to

this great resource after day one.
Day two of the orientation will cover the safety
aspect of the job which is outlined by Alberta Occupational
Health and Safety (OH&S). This will include reviewing the
OH&S handbook for Supervisor Roles and Responsibilities
(2015) which outlines hazard assessment and hazard control,
inspections, worker training, emergency preparedness, incidents
and investigations, health and safety communication, and
legislation compliance (pg. 1-64). Another important safety
component is Workers Compensation. The employee will review
the Alberta Workers Compensation Board (WCB) legislation
and information about how to submit WCB reports as needed.
If the employee is not familiar with WCB, the WCB offers half-
day and full-day seminars that the employees can attend. The
afternoon of day two will include taking two web-based courses,
the first course is on Workplace Hazardous Materials
Information System (WHMIS) 2015 offered by Canadian Red
Cross (n.d.-a, pg. 1) and the second course is Manual Materials
Handling offered by the Canadian Centre for Occupational
Health and Safety (CCOHS) (2018, pg. 1).
Day three and four of the orientation will cover
standard first aid and CPR. The employee will complete a two
day course at Canadian Red Cross (n.d.-b) to obtain their
standard first aid certificate (pg. 1). The first day is an online
eight-hour learning session and the second day is a hands-on in
class training from a first aid instructor. This course is
necessary as the manager will be in contact with the general
public and must know how to reaction in all situations where a
customer could need first aid and/or CPR. If the employee
already has a current certificate from an accredited facility then
the employee can bypass this step.
Day five of the orientation will cover food safety as
per the Alberta’s Food Regulation approved by the Alberta’s
Minister of Health (Alberta Health Services, n.d., pg. 1-2).
This will include a one-day course where the employee will
learn about food safety topics such as foodborne illness, food

preparation and storage, and cleaning and sanitizing. At the end
of the course the employee will be tested on their knowledge
and if successful they will receive the Food Safety Alberta
Certification. If the employee already has this course or a
similar food safety certificate then this step can be bypassed.
Day six of the orientation will cover general aspects
specific to Earl’s daily operations. Operations include the cash
handling process, review on housekeeping procedures, training
on the in-house POS computer system, guidelines for ordering
food and beverage supplies, and equipment demonstrations to
ensure the manager is familiar with all the machinery in the
building and where to find the operator's manual.
After the six-day orientation is completed, the manager will
continue their training by shadowing and observing all the
different roles in the restaurant and understanding the specific
duties for each role. The manager will need to familiar with
each role in order to evaluate employee performance.
Alberta Government. (2018, January 1). Employment Standards
Toolkit. Retrieved November 9,
2018, from https://www.alberta.ca/employment-standards-
publications.aspx
Alberta Government. (2015, March). Supervisors Roles and
Responsibilities: an Occupational Health and Safety Handbook.
Retrieved November 5, 2018, from https://ohs-
pubstore.labour.alberta.ca/bp020
Alberta Health Services. (n.d.). Food Safety Training
Requirements in Alberta. Retrieved November 5, 2018, from
https://www.albertahealthservices.ca/assets/wf/eph/wf-eh-food-
safety-training-requirements-in-alberta.pdf
Canadian Centre for Occupational Health and Safety. (2018,
August 9). Manual Material Handling. Retrieved November 5,
2018, from
https://www.ccohs.ca/products/courses/manual_material/
Canadian Red Cross. (n.d.-a). Standard First Aid and CPR.

Retrieved November 5, 2018, from
http://www.redcross.ca/training-and-certification/course-
descriptions/first-aid-at-home-courses/standard-first-aid-cpr
Canadian Red Cross. (n.d.-b). WHMIS 2015. Retrieved
November 5, 2018, from
https://redcrosselearning.ca/WHMIS2015.php
Chapter 7 - Job Performance Evaluation
Performance reviews are vital to facilitating progress to an
organization's strategic goals. The main purposes for
performance management is to allow for maximum contribution
of an employee’s potential, while also addressing areas of
improvement. For Earls restaurants, the main business goal is to
provide excellent quality food with excellent customer service.
The employee’s goals must align with the goals of Earls, and
shall be measured through the use of performance reviews.
Before a performance review, there are certain expectations that
need to be clarified with respect to what is being measured.
Setting goals is the number priority when an employee is hired.
This sets the bar and allows the employees to reach the
expectations. Also while the employee is performing the tasks
they are hired for, the managers or leaders are expected to
coach and allow for leeway so that the employee develops
knowledge on how to accomplish the task at hand. Not
everything is easy and there are times that an employee needs to
be taught and coached in order to have knowledge on
performing the task. After allowing for the tasks to get
accomplished numerous times this allows for performance
reviews to enhance the way the task is done (BCcampus, 2015).
There are numerous methods used to perform performance
reviews.
1. The trait method is used to measure the extent an
employee possess certain characteristics (textbook) such as
dependability, creativity, initiative, and leadership. This method
is typically biased by the person performing the performance
review, but it gives the employee insight on their character

traits that are strengths and the characteristics that need to be
developed.
2. The behavioral method is used to describe the actions
that are used, and not to be used, while performing the task at
hand. The behavioral method is typically measured by naming a
task at hand, and by simply qualitatively answered, whether the
task is accomplished or not. There could be sub categories
stating how well the task is accomplished or not by rating scales
or observation scales.
3. The results method is based on the results achieved while
the employee is performing the task. This method is the least
subjective and less open to bias, and gives the employee the
responsibility of their outcomes. This method can be reviewed
numerically by productivity measures. Management by
objectives is also a results-driven performance review method
that analyzes if the objective of the business is being met. The
final results driven, performance measurement method is the
balanced scorecard. The balance scorecards’ purpose is to help
organizations improve their internal processes.
The method used for performance reviews is dependent on the
organization. There are many advantages and disadvantages to
each, but the one chosen is solely revolving around the
organization's culture and what they plan on accomplishing with
the performance reviews.
For the manager position at Earls restaurants, the best
method of conducting performance reviews would be the
behavioral method. The reason why this is the most optimal
method is because Earls is an established restaurant with many
different locations. The standards for the expectations of the
employees and managers have been established throughout
North America and are believed to be met equivalently, if not
better, at each and every location (Marzullo, 2018). The
important dimensions measured in the performance review for a
Manager at Earls are as follows:
1. Achieving excellent customer service - having minimal
issues and problems with customers not being satisfied through

the use of management and deployment of the customer service
skills carried out by the employees under the manager. This
ensures customers are happy and will come back.
2. Achieving excellent quality food – Providing customers
with their choice of food with the highest level of quality with
minimal mistakes. The manager must ensure the cooks and
kitchen staff are minimizing error and ensuring the clients
receive the food that they ordered.
3. Following health and safety rules and obligations – This
is a key concept that needs to be followed in the food and
service industry. The manager needs to ensure that the certain
rules are being followed and being met.
As stated, measurement of the 3 main dimensions mentioned
above can be best measured by the behavioral review method.
This can be simply done by qualitative analysis if the employee
contains and accomplishes the behavioristic or not. There can
be comments based on the specific behavioristic being measured
which provide input on how to improve and pass the
behavioristic next performance review. The performance
review should be completed by the franchise owner. The
manager is typically the main person in charge of the
restaurants staff and the satisfaction of the customers, since the
manager is the one that hires the staff. The assessment should
be done every 2 – 3 months. Since there is a high level of
turnover in kitchen and waiting staff, the review may vary every
2-3 months as skills and knowledge of the restaurant industry
change. The main purpose of the performance review is to
basically allow for maximum contribution and ensure that rules
and regulations are being followed with respect to providing
excellent customer service and excellent quality food, while
also providing feedback in areas of improvement.
Application of manger performance review requires the
personnel to respond positively so as to make the operation
successful. This improves performance and ensures that the
manager keeps open communication about his/her performance
with top management. Evaluations should be undertaken on

regular basis to keep track of all happenings within the
restaurant. This also helps the evaluation team to create a good
connection with the manager. The manager feels a sense of
appreciation which increases motivation and productivity. The
evaluation should concentrate on particular results within the
employee review contract (Restaurant Owner, 2016).
References for chapter 7
BCcampus. (2015, February 3). HUMAN RESOURCES IN THE
FOOD SERVICE AND HOSPITALITY INDUSTRY. From
BCcampus:
https://opentextbc.ca/humanresourcesinfoodservices/chapter/per
formance-evaluation/
Marzullo, D. (2018, August 1). 6 Hard Truths Restaurant
Managers Need To Know About Restaurant Evaluations. From
UPSERVE: https://upserve.com/restaurant-insider/hard-truths-
restaurant-managers-need-know-restaurant-evaluations/
Restaurant Owner. (2016, May 23). Manager Performance
Review. From Restaurant OWNER:
https://www.restaurantowner.com/public/DOWNLOAD-
Manager-Performance-Review.cfm
(https://www.restaurantowner.com/public/DOWNLOAD-
Manager-Performance-Review.cfm)
Conclusion
Earls Restaurant seek a manager who is fully knowledgeable to
facilitate all the daily operations of the firm; applicants must
have a high level of knowledge on their required field of work.
Knowledge is applicable in all aspects of running the firm.
Providing direction to workers in the organization is the role of

those in leadership and management positions. Directing other
workers requires a manager/leader who is well informed on the
necessary information required to undertake his role. Other
workers in the firm rely heavily on the directions and
instructions of both the leader and manager. Such knowledge
also helps them in negotiating and communicating effectively
with workers on site and suppliers.
Communication skills, interpersonal skills, employment law
knowledge, leadership skills and critical thinking are the most
important conditions for a supervisor to enjoy success. The
conditions above are imperative because they all involve the
acceptable handling of individuals in the workplace. A general
manager has to fulfill all this conditions so as to harness good
relationships within the workplace. These conditions also
increase team work, efficacy and effectiveness of a company.
The conditions can be satisfied by incubating and listening to
all employee issues. This must be coupled with positive virtues
such as honesty, humility and patience
An accomplished general manager should be well
experienced. Time or age are not necessarily the parameters to
gauge the experience of applicants. They should have vast
experience in ensuring that deliverables are achieved on time
and within the allocated budget. All milestones of an
organization should be realized at the end. The success of the
restaurant is directly related to the experience of the general
manager. Having successfully managed a similar restaurant
increases the chances of having better accomplishments.
Experience with similar ventures improves the confidence of
other employees. This is because they feel that the manager is
well experienced to give directions and instructions.
Filling in the position of general manager for this restaurant is a
rigorous activity which requires application various measures as
described. The general manager will be responsible in ensuring
that the company enjoys success in its operation. Success for
this restaurant will be tied to the attributes of selected
applicant. Productivity of all restaurant employees will be

influenced by how well the general manager is versed in
interpersonal skills. This individual should depict high levels of
communication skills and people management. This will
catapult the restaurant into successful operations which will
mean that all customers receive satisfactory services while
employees align their productivity with restaurant objectives.

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