Operational+Analysis

An examination of specific jobs to determine the requirements, in terms of the tasks required to be done, and the KSAs needed to do them, to get the job done. It is analogous to a job analysis.

Needs Analysis: Operational Level

Serving is a very complex job that requires many different skills and abilities. Through observation, Addie and Tiffani’s own experience in the service industry, and job description websites, we have come up with the basis for what is required of a server to perform their job effectively. Serving is a job with a lot of constraints that will affect the type of people who perform the job, and the way in which the job is performed. Most servers a young, 1/5 of workers are between the ages of 16 and 19 years old (http://www.stats.bls.gov/oco/ocos162.htm). As well, the majority of servers are part-time, using the job as a temporary means of cash while they are in school or until they find a more permanent career. Wages in the service industry are mostly comprised of tips, and the hourly wage is therefore generally lower than the minimum wage required for other occupations. It also means that the motivation to work hard is built right into the job, as servers are more or less responsible for their own income. Usually, the better server you are, the higher your tips will be, and therefore the more money you will make. Because of this, many restaurants have a more hands off approach to their servers and do not worry as much about keeping them motivated to do a good job. This also usually works in the organizations favour, because servers are more likely to want to sell more expensive items to increase their bills, and therefore their tips. Most serving jobs also do not have any minimum educational requirements. In order to serve alcohol in Ontario, you have to be a minimum of 18 years old, so most servers are at least 18 and graduated high school. However, most restaurants do not have this as a requirement. Restaurants may require other, more job-related previous experience than educational. Many serving jobs do not even require previous experience, and serving can be a first job for many individuals. This means a trainer could be working with people who have little formal education or other job experience. Serving is a very fast-paced and stressful job. It requires a great deal of multi-tasking, as well as someone with a decent memory. As well, serving demands someone who is great at interacting with people. The number one aspect of serving is customer service, and a servers wage can be dependent on their customer service ability, as tips are generally reflective of the service. As well, serving is a job that requires people to be on their feet for extended periods of time, with little to no break. On a busy night, a server can work for up to 8 hours without sitting down. The main duties involved in serving include seating people, taking customers’ orders, serving food and beverages, preparing cheques, accepting payment and cleaning tables. Larger restaurants will have support staff that help servers in terms of seating guests and cleaning tables so that servers can put more of their focus on their guests. In these restaurants, the server’s job is narrowed to taking orders, explaining the menu, serving the food, and ensuring the guest is enjoying their visit and their food. Serving can be more casual or more formal depending on the restaurant. Servers need to know a number of things in order to do their jobs properly. Knowledge of the menu and specific ingredients is very important. Servers need to be able to answer any questions guests may have regarding the menu. As well, they should be knowledgeable of the ingredients found in the meals for allergy purposes. Servers also need to know the table numbers for the restaurant, and how the system used to punch in food works. Most restaurants will also have some sort of steps of service that servers must be aware of and follow. Multi-tasking is one of the most important skills of a server. A server must be able to remember and accomplish multiple things at once, especially on a busy night. Most servers will have more than one table at one time, and this will require them to keep track of what each table asked for. The right attitude is vital part of any serving job. The server’s attitude is what can mean the difference between having a good night with lots of tips or not. Servers have to be very friendly, out-going, and upbeat no matter what. Each table is looking for individual, excellent service. People are generally not very forgiving to a server who is busy and provides poor service as a result. Servers must always remain positive when talking to tables, and not allow the fact that they are busy or stressed to be seen. People will tip better if they think the server was busy, but they still managed to provide excellent service. The duties and skills that are required and performed are universal throughout the restaurant business. However, each restaurant has their own specific duties that are expected from servers. The number one concern and job of servers is customer service. The server’s main responsibility is providing friendly, accurate and fast service to all of their customers. Restaurants want their services to exceed customer expectations so that they will become returning customers. The servers that work at Boston Pizza have specific duties and responsibilities that they are expected to complete within their shifts. Boston Pizza has hostesses that greet and seat customers. The servers must arrive 15 minutes before the start of their shift and punch in using the computer system. The servers should be in proper uniform upon arrival, black shirt, black pants, server pouch, pens, writing pad, name tag and hair pulled off the face. The serves must acknowledge the table immediately, welcoming them to Boston Pizza introducing themselves, informing the guests of any specials or promotions that are currently going on and taking a drink order. The server must then go to the posi station and punch in the table number, the number of guests at the table and then their drink order. The server is responsible for pouring non-alcoholic drinks themselves in the pass-through and must get alcoholic and kids drinks from the bar. The server must use a tray if there are more than two customers at the table. While the server is getting the drinks it allows customers to go over the menu. When the server returns to the table and hands out the drinks they should ask if the customers would like to order some appetizers. If the table does not want any appetizers the server should ask if they are ready to order or if they need some more time to decide. Once the table is ready to order the server must write down each individual order, on the pad that is provided to them, the specifics of the food order. The server must know all of the side dishes and sauces that are available for each menu item. For example, the server should know that all of the entrees on the menu come with a starter salad, caesar or garden, as well as a side. Once all of the food orders are taken the server should repeat the order to the customers to ensure that it is correct. The server must then return to a posi station and use the computer system to type in the food orders correctly. If there are starter salads or appetizers they should be sent to the kitchen first to ensure that they come out first. Once the order has been punched in accurately and the server has double-checked it, then the server should send the order to the kitchen. While the server is waiting for the food they should go back to the table regularly and ensure that drinks are always full and get refills if they are not. The server must also ensure that all of the condiments, side plates and pedestals are at the table for when there food arrives. If the server brings all of these at once it will save time later on in the service. The server should also be helping other employees by running food to tables and empty plates off tables. Servers are also responsible for clearing the dish pit and bringing clean plates back to the pass-through and stacking them so that the kitchen can use them for new orders. Polishing cutlery is also a duty that all servers are responsible for. Clean silverware must be available for the hostesses as well as servers to reset tables once customers leave. During this time servers are required to multi-task and help all of the departments of the restaurant in order for it to function successfully. Once the expo has garnished the food and it is ready to go to the table the server must take it to the correct table and place the food in front of the customers. The server must have parmesan cheese and fresh ground pepper with them and offer it to the guests. The server then should wait two minutes and then go back to the table for a quality check of the food. If there are any complaints or the table is missing something the server must attend to their needs. The server must ensure that all of the drinks are full. Once the customers are finished eating the server must clear the plates or bring a doggie bag if they would like to bring their leftovers home. The server should try and clear as much as possible so that it is easier and faster to clear once the guests leave. The server should offer coffee, tea or dessert to the guests. If the guests would like one of the options they have to punch it into the computer system. If they decline the server should ask if they would like anything else and then offer to bring the check. The server must then go to the posi station open up the correct table and review the bill to ensure accuracy and then print the bill, put it in a bill fold with some Boston Pizza mints and drop it off at the table. The server should let the customer know that Boston Pizza does accept AirMiles. The server should give the customer a few minutes to provide a means for paying for the bill. If the customer pays cash the server should bring back the correct amount of change. If the customer would like to pay by credit card the server must reopen the bill take payment with the credit card and return the card and the slip to the customer and wish them a good night. Once the customers have left the restaurant the server has to make sure that the bill is closed out and that they have kept a copy of the receipt. They must help the hostess clear the table and reset it for the next guests. The servers are usually cut by the manager on duty once the restaurant is not as busy. Once the server is cut (which means they do not have to take anymore tables for the night) they have to complete the side duties that are assigned to them. They must also print off their cash out report, organize their bills and make sure the cash that they owe is accurate. The server must then ask the employee who is closing to sign off on their cash out sheet before they are able to leave. The closer may ask the employee to do a couple extra duties before they are able to leave. Once their sheet is signed they must give it to the manager and punch out of the system.