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Revenue: Since there has been changes in the staff the level and quality of service has declined in both areas kitchen and front of house. Customers have been making comments regarding the quality of the food and the service. This overall has affected the trade and revenue of the business in which has seen a 10% drop in profit compared to last year.
Service: The waiting time has increased from the kitchen, as a result of 2 young inexperienced chefs Jamal and Joe have proven difficult to produce a quick service at a high standard. As well with a lack of presence from Julie during service time have made service even more difficult.
Irregular portions: In the kitchen portion control is non-existent as the desserts made by Julie are ready to cut, but during service Jamal and Joe have no leadership so they run riot with portion control. They also haven't been shown or taught how to prepare and serve the dishes to spec, so making cost control very difficult.
Dishes spec variation: Due to new staff not being shown how to garnish plates properly, so they do what they want during service, especially Jamal, this in turn affects the quality of the dishes given to the customers and is not cost effective overall.
Lack of knowledge from front of house: Again with two new staff members the team doesn't have a enough knowledge of the dishes they are serving, but what doesn't help the chefs keep changing the garnish on the dishes daily, and if the dishes can't be explained it gives the restaurant a bad reputation on the customer service point of view.
All of these issues are affecting the business, the team and the customers, to be able to change this situation drastic measures need to be put in place with immediate affect as soon as possible.
To be able to solve these issues that have surfaced I will have to take an autocratic style of leadership will need to be applied if this business is going to survive so necessary changes are needed. When the business is showing signs of significant progress I will release the rains a bit and become a democratic leader to help the team participate and develop.
All members will be swot analysis-ed, so I can set up individual training plans with review dates. In addition a quarterly performance review will be put in place to see if the staff can progress, and there will be one-to-one sit downs with all staff members to discuss there progress.
The main factor from all of those issues is that with new staff members their has been a lack of leadership and training. The team needs to feel appreciated again and following Maslow pyramid theory the team desperately needs to feel safe and a sense of belonging only then will they achieve and gel as a team a sense of achievement.
There will be new documentation that will have to be put in place before any training can start.
Training Plan
All the training will be done by the supervisor to ensure that the training is being completed. The following training will be done with all staff members together, there will be group work and demonstrations.
All this training is being done in groups to try to get the team to respect each other and find a sense of happiness and belonging and get their team working skill higher.
Next we will set up an individual development plan for each members of staff following Belbin's, and training that is needed for the business following issues documented earlier
Belbin team roles will be looking at ways to develop all members of staff.