The purpose of this report is to develop a “Managers’ Handbook” which consist of some standard processes, policies and procedure in utilizing it for staffing affairs. This handbook consists of devised interview questions, recruitment techniques and an induction plan that can help attract and retain quality staff and compete with our chief competitor.
Reference
The information that I have gathered are from books, journals, articles, and websites from TGI Friday and The Hard Rock Café.
INTERVIEW QUESTIONS
1.1 Waiter/Waitress
Question 1
Please explain why are you applying for this job? (Arduser and Brown, 2004).
Answer
Candidate should explain their interest and desire to be around people, to serve them, communicate and make their day. They should also relate some experience that is convincing where they have applied such enthusiasm to serve others (Shivarudrappa et al, 2010).
Justification
Able to work around people and to serve them is a fundamental aspect in customer service. From this question, the candidate’s capability of working around people is observed. We can also determine if they are service orientated candidates based on the experience (Arthur, 2006).
Question 2
Tell me a situation where you would describe the term “customer service” (McMahon, 2007).
Answer
Candidate should explain on the aspect of customer service example, serving customers either when asked or not and how they would interact with them by being friendly and courteous based on experience (McMahon, 2007).
The Essay on Customer Customers Service Business
Demand Replaced by Need; is Technology Viable or a Risk? The customer support and customer service functions are more than departments; they are part of an essential strategy for growing your business. In the modern business climate, customers expect answers to their questions immediately. When the right information is available anytime, from anywhere in the world, customers are more likely to ...
Justification
As a waiter/waitress, it is important to have a customer service aptitude. This allows findings whether they are helpful when needed and the level of willingness to assist customers. (Lynn, 2008)
Question 3
You may have faced difficult situation with customers. In an example of a family dine in is disturbed with the next table customer who are speaking very loudly. They asked for your assistance to talk to them. How would you react? (Andrews, 2009)
Answer
They should explain on how they would handle the problem in consideration of customer service and behaviour. They should relate to some experience from the past that was similar to this situation, if any (Stone, 2006).
Justification
This is to analyst the candidate’s capability and skills of effective problem solving (Chmelynski, 2004) to handle the situation and to identify person’s composure.
Question 4
If you are successful in this position, how would you take care of your personal hygiene? (Chmelynski, 2004)
Answer
Candidate should explain in details on how they manage their hygiene example their body odour, hands cleanliness, clothing and hair (Chmelynski, 2004).
Justification
This question gives a clear answer on the candidate’s level of awareness on the importance of being hygienic and how the candidate manages it as they have learned from their past experience. (Strianese and Strianese, 2003).
Question 5
How would you response when customers from your co-worker’s table seem to be uneasy. What would you do? (Hoevemeyer, 2005)
Answer
Candidate should explain how they communicate with their co-workers asking them to assist the customer considering they are available and giving an alternative solution if the co-worker is not there or busy (Fry, 2000).
They should relate some past experience in such situation.
The Essay on Zlateh Questions Aaron Problem Knew
Questions 1. How do Aaron and Zlateh work together to survive the storm? Aaron and Zlateh work to gether by giving each other heat, Zlateh giving Aaron milk, and Aaron giving Zlateh hay. 2. Describe the homecoming of Zlateh and Aaron. The homecoming of Zlateh and Aaron was a happy one. Every one was happy because they found Aaron and now they knew that they where not dead.3. Explain how the storm ...
Justification
This question assesses the orientation of candidate to work in a team relating from their past experience. It also gives justification on how they would work as a team to solve the problem (Pollion, 2002).
1.2 Maitre D (Supervisor)
Question 1
How would define your leadership qualities that will suite this position? (Fry, 2000)
Answer
Candidate should address the skills and leadership qualities they acquired either from the past or naturally example independent decision making, resolving problem with co-workers, and a fair and firm leader (Arduser and Brown, 2005).
Justification
This is to identify how candidate demonstrate their management and leadership quality. It also relates to the candidates leadership skill acquired their experience, giving a better knowing if they have lead before (Nankervis, Compton, and Morrissey, 2009).
Question 2
What would you do when one of your co-worker calls in sick? (Roberts, 2005)
Answer
Candidate should explain how they manage and delegate the task effectively to co-workers (Arduser and Brown, 2005).
They should also give a solution if the situation involves low man power, demonstrating behaviour working in a team whereby they carry out the co-worker’s job (Andrews, 2009).
Justification
This is to know how the candidate manages the team whereby ensuring that there is enough resource to service the customer at all time through team work and to identify the type of behaviour which enables the candidate to work as a team (Lynn, 2008).
Question 3
There is a customer who complained about your co-worker and demands your immediate response. How would you resolve this complain? (McConnell, 2002)
Answer
Candidate should explain on the problem solving method and communication skill used to overcome the problem and the attitude that helps in the situation (Hoque, 2000).
They should relate some experience from past that they have come across.
Justification
This is to identify the candidate’s skill in problem solving and the communication skill (Hoque, 2000).
The Research paper on Customer Service Problems in Amazon
CUSTOMER SERVICE ISSUES FACED BY AMAZON.COM ASSOCIATED WITH YODEL TABLE OF CONTENTS ABSTRACT 3 INTRODUCTION 4 METHODOLOGY 4 RESEARCH AND FINDINGS 5 RESULTS 6 DISCUSSION 6 CONCLUSION 7 RECOMMENDATIONS 8 REFERENCES 8 ABSTARCT: Amazon is the largest online retailer in the world. This report observes the customer service challenges faced by Amazon. It also indicates the problems associated with the ...
It can also give a better understanding on the behaviour acquired by the candidate related to the experience.
Question 4
Two of your co-workers are arguing in front of your customers and one of them accidently dropped a glass of water on the customers table. What would you do? (Roberts, 2005)
Answer
Candidate should explain, in steps, to overcome the problem. Firstly, to calm the co-workers and evacuate from the customers. Candidate should then apologize to customer and provide compensation to calm the situation. Later candidate should facilitate a proper discussion with the two co-workers in a closed room considering a disciplinary action if any breach of policy (Camp, Vielhaber, Simonetti, 2001).
Justification
This question is presented to look on the supervisor priority to co-workers or customer. It also relates to the methods used to resolve customer’s problem and co-worker’s problem, and decision making skills (Rao, 2009).
Question 5
One of your customers has accidentally dropped £100 while leaving your restaurant. You noticed only after the customer has left. What is your reaction? (Muller, 2009)
Answer
Candidate should explain how they handle the situation with integrity considering the reputation of the restaurant. Candidate should relate some experience where the same situation involves and how they have reacted to it (Fry, 2008).
Justification
This is to evaluate the thinking process during situation that involves money, considering the level of honesty and reputation towards the company uphold by the candidate (Arthur, 2008).
ALTERNATIVE SELECTION
2.1 Waiter/Waitress
Role Play (Roberts, 2005)
Candidates will be provided with fork, spoon, knife, napkin, plate, glass, apron, side towel, a note book, pen and the restaurant menu. A mock customer is seated on the table waiting to order their food. Note that the table is filled with used utensil from the previous customer. The task for the candidate is to set the table in a standard setting style and to response to the customers need (Pollion, 2002).
Explanation
The candidate’s ability to serve the customer should be observed. Firstly, the candidate should be in an appropriate attire to serve the customer whereby an apron should be worn with a side towel on the left arm (Strianese and Strianese, 2003).
The Research paper on Case Analysis Pizza Hut A Customer Loyalty Program
Case Analysis: Pizza Hut - A Customer Loyalty Program List of Facts In 1958 the Carney brothers opened their first Pizza Hut restaurant. The company was so successful that by 1977 it had more than 3,200 restaurants. Further it was acquired by PepsiCo. The quantity of restaurants increased to 12,300 and Pizza hut became the worlds largest pizza restaurant chain. In 1986 Pizza Hut implemented the ...
The used utensils should be removed immediately, and the table cleaned to set the given utensils in the standard American style (Strianese and Strianese, 2003).
Candidate should then offer the menu at the same time, interaction between them should be affirmative. Candidate should then use the provided book and pen to take down food orders.
2.2 Maitre D
Role Play (Caruth, Caruth and Pane, 2009)
A situation is given whereby ten tables seated with customer and three waiters are in the restaurant. The task is for the Maitre D to carry out its responsibility by delegating the chores to their co-workers and ensure all customers are happy with the services (Chmelynski, 2004).
Explanation
Inspect the candidate’s ability to delegate job whereby they should help co-workers to firstly clean the table after customer has left. Then, they should entertain the customers who are seated for some time, where order has not been taken (Strianese and Strianese, 2003).
If the co-workers are busy taking orders and serving other customers, the candidate should help in taking the order and sending it to the kitchen (Pollion, 2005).
The candidate should communicate with the co-workers at all time to avoid any grievance from customer and to ensure job is delegated efficiently (Arduser and Brown, 2005).
