Person+Analysis

An examination of the employees in the jobs to determine whether they have the required KSAs to perform at the expected level.

 Our Needs Analysis has concluded that approximately 10 servers at the Boston Pizza in Newmarket could use some refresher training in regards to time management and team work. Although Boston Pizza works hard to ensure their staff knows how important team work is in a restaurant environment, there are a few servers who have missed the message and are finding it difficult to organize their own tables in order to be able to help out the other servers. We came upon this conclusion using a variety of sources. Tiffani is an employee at the Boston Pizza, and her observations have helped us decide which servers could use training. We also interviewed a manager, Kaitlyn Trenton, and a few of the servers. Examples of these interviews are attached. Finally, we asked the servers to give their tables anonymous customer surveys which were then dropped in a box on their way out.  A common theme emerged from these sources, which is that food is frequently being brought to the table cold and out of order. We found that some servers are missing the knowledge of how long different food takes to be prepared, and are therefore not sending their orders to the kitchen at the correct time. This is resulting in food being ready at inappropriate times. The appetizers, for example, are coming out at the same time as the mains. As well, because meals were being punched in at different times, they were not being prepared all together. There were a few examples of one person at a table getting their meal before the rest of the table's meals were ready. We were also able to identify which servers would benefit from a little training. Two of the servers we have identified are sometimes used to train new employees, so it is especially important they get the proper training so they can in turn be more effective trainers themselves.  These servers require some knowledge and skills training. Knowledge training would be helpful for these servers in order to teach them the time it takes for the meals to be prepared. As well, they need to be reminded at what stage to send each order to the kitchen so that all the food is prepared at the appropriate time. Focus needs to be teaching the importance of running food. Boston Pizza does not use heat lamps because they expect food to be run to the table when it is ready, not to sit on the counter. Therefore, the skills training needs to address this issue and ensure that the servers appreciate that regardless of what they are doing food needs to be run, and try to teach them better time management skills so they won’t get as stressed on busy nights. When a server probably plans their time, they are able to be much more helpful to the restaurant as a whole. As well, they will be able to provide better service to their tables, and it could result in better tips for them. as the mains, or there were occasions of one person’s main course being sent to the table before the other guest’s main courses were ready. We were also able to identify which servers would benefit from a little training. Two of the servers we have identified are sometimes used to train new employees, so it is especially important they get the proper training so they can in turn be more effective trainers themselves.  These servers require some knowledge and skills training. Knowledge training would be helpful for these servers in order to teach them the time it takes for the meals to be prepared. As well, they need to be reminded at what stage to send each order to the kitchen so that all the food is prepared at the appropriate time. Focus needs to be teaching the importance of running food. Boston Pizza does not use heat lamps because they expect food to be run to the table when it is ready, not to sit on the counter. Therefore, the skills training needs to address this issue and ensure that the servers appreciate that regardless of what they are doing food needs to be run, and try to teach them better time management skills so they won’t get as stressed on busy nights. When a server probably plans their time, they are able to be much more helpful to the restaurant as a whole. As well, they will be able to provide better service to their tables, and it could result in better tips for them.