chicken rice shop(group assignment) slides
Post on 05-Jul-2018
217 Views
Preview:
TRANSCRIPT
-
8/16/2019 Chicken Rice Shop(Group Assignment) Slides
1/30
GROUP M
SHAARMILA RAMALATHY PALAN
YAAGESWARI KAND
NAGESWARY OORV
OBSERVATIONASSIGNMENT
HC603 - Performance Managemen
1
-
8/16/2019 Chicken Rice Shop(Group Assignment) Slides
2/30
-
8/16/2019 Chicken Rice Shop(Group Assignment) Slides
3/30
Company overview
• The Chicken Rice Shop” (TCRS) is a chain of
HALAL family restaurants operated by TCRSRestaurants Sdn Bhd a company incorporated in
!alaysia"
• The chicken rice #ho ser$es by TCRS is authentic
%&randmother's traditional Hainanese(海南 ) secret
recipe• The Chicken Rice Shop also pro$ides caterin&
ser$ices for special occasions"
-
8/16/2019 Chicken Rice Shop(Group Assignment) Slides
4/30
History
• n *th +une ,--- the first restaurant of %The Chick
Shop% #as opened and the response #as o$er#helmin
• .ith the infusion of modern mana&ement processes
technolo&y and strate&ic marketin&/
•TCRS is confident that a truly !alaysian 0uick ser$icrestaurant chain can be established #ith the prospects
takin& it to the #orld"
• Ta&line / Chicken Rice"""and !ore (in 1n&lish)
-
8/16/2019 Chicken Rice Shop(Group Assignment) Slides
5/30
Product & Services
• As their name su&&ests %The Chicken Rice Shop% ser$es traditio
prepared steamed roasted honey barbecued or braised chicken asi&nature products
• These $alue meals ran&e from R!2"2- for a sin&le person meal t
for &roups of 3 at R!32"2-
• Their R45 team has continuously o$er the years introduced inn
products and desserts to &i$e their customers a more $aried choic
delectable local dishes and to ensure that their customers ha$e a dinin& e6perience at The Chicken Rice Shop from time to time
• 7nno$ati$e products for special festi$e occasions such as Hari Ra
8uasa Chinese 9e# :ear and Christmas are also introduced to c
the respecti$e festi$ities"
-
8/16/2019 Chicken Rice Shop(Group Assignment) Slides
6/30
6
Steamed
Roasted
Honey Barb
Braised Ch
-
8/16/2019 Chicken Rice Shop(Group Assignment) Slides
7/30
-
8/16/2019 Chicken Rice Shop(Group Assignment) Slides
8/30
The Chicken Rice Shop
Franchise
•The Chicken Rice Shop (TCRS) offer a completefranchise packa&e #hich #ill take you throu&h the
#hole process from business plannin& to trainin&
and marketin&
• 9o# TCRS has around 2- shops in locations in
!alaysia Sin&apore 8hilippines and Tai#an"
-
8/16/2019 Chicken Rice Shop(Group Assignment) Slides
9/30
The branches location
.ith o$er 2- restaurants in !alaysia and abroad any time is a &re
$isit The Chicken Rice Shop nearest to you
-
8/16/2019 Chicken Rice Shop(Group Assignment) Slides
10/30
The location of survey
-
8/16/2019 Chicken Rice Shop(Group Assignment) Slides
11/30
ENTRANCE
-
8/16/2019 Chicken Rice Shop(Group Assignment) Slides
12/30
-
8/16/2019 Chicken Rice Shop(Group Assignment) Slides
13/30
umber of !mployees
Total of ; staffs #orkin& in the TCRS") .aiter < = staffs (male)
,) !ana&er >cashier < staff (female)
?) @itchen staff < , staff ( male 4 femal
-
8/16/2019 Chicken Rice Shop(Group Assignment) Slides
14/30
"ob description and skills
"ob #escription $ Restaurant %anaer ' cashier
Title (Restaurant %anaer
Responsibilities
• 7dentify and dele&ate responsibilities to staff to ensure obecti$es a
e6cellent ser$ice is consistently achie$ed"
• !ana&e operations #ith passion inte&rity and kno#led&e
• 8rocesses customers' bills maintains receipts records and #ithdra
•
Responsible for handlin& the cash credit transaction and the propetransactions"
• !aintains a clean and orderly cashier area at all times"
• Assistin& on the daytoday operations of the restaurant in mana&in
schedulin& shifts"
• !ana&e in$entory and supplies on the daytoday operations"
-
8/16/2019 Chicken Rice Shop(Group Assignment) Slides
15/30
• @no#s information re&ardin& all ood and Be$era&e 8ro
ha$e ability to inform &uest #hen asked"
• 8ro$ide coachin& for staff and assess performance to &i$e
top mana&ement on on&oin& basis"• Create a positi$e &uest e6perience by deli$erin& a hi&h le$
to meet standards in food 0uality safety and cleanliness"
• 1nsures that facility and e0uipment are maintained to com
standards on a daytoday basis"
•
Handle all &uest complaints in the food and be$era&e area• Train staffs on &uest ser$ices principles and practices"
-
8/16/2019 Chicken Rice Shop(Group Assignment) Slides
16/30
Skills re)uired
!ust possess leadership ability Duest oriented and ser$ice minded
!astery in dele&atin& multiple tasks 8roficient #ith computer applications" Ability to do mathematical reasonin& luent in 1n&lish $erbal #ritten and comprehensionE another lan&ua&e is an ad 16cellent communication and or&aniFational skills Stron& interpersonal and problem sol$in& abilities Hi&hly responsible 4 reliable Ability to #ork #ell under pressure in a fast paced en$ironment and #ork cohe
collea&ues as part of a team Ability to focus attention on &uest needs remainin& calm and courteous at all ti Able to #ork in a for an e6tended period of time durin& peak hours" Honest and reliable
-
8/16/2019 Chicken Rice Shop(Group Assignment) Slides
17/30
-
8/16/2019 Chicken Rice Shop(Group Assignment) Slides
18/30
"ob #escription $ waiterTitle( waiter
Responsibilities
• Dreet customers present menus and e6plain daily specials to customers"
• Gnderstands and can communicate menus and ser$ices a$ailable"• ffer sittin& place accordin& to number of &uest and escort customers to their tab
• 8repare tables for meals includin& settin& up items such as linens sil$er#are an
• Ans#er 0uestions related to menu items and make recommendations
• Take food and be$era&e orders from customers"
• Relay food and be$era&e orders to the kitchen staff and to the cashier to make a r
payment"
• 5eli$er be$era&es and food in a timely manner • Carry trays of food or drinks from the kitchen to the dinin& tables"
• Checkin #ith &uests to ensure that e$erythin& is &oin& #ell"
• 8romptly respond to &uest #ith any additional re0uest
-
8/16/2019 Chicken Rice Shop(Group Assignment) Slides
19/30
• Remo$e dirty dishes and &lasses and clean tables after customers fin
• 8repare itemiFed checks and hand them to customers and sometimes
• 5eli$er &uests bill upon re0uest and thank them for dinin& at the res
•
8erform cleanin& duties such as s#eepin& and moppin& floors $acutidyin& up ser$er station takin& out trash or checkin& and cleanin& b
• Clean and set up dinin& areas refill condiments roll sil$er#are and
areas"
• @eeps &eneral appearance and maintenance of Restaurant #orkin& ar
• ollo#s correct se0uence of ser$ice outlined in the Standard perati
•Sets up tables in accordance #ith Restaurant policy
• 5o all other tasks as re0uired by the !ana&er"
Skill i d
-
8/16/2019 Chicken Rice Shop(Group Assignment) Slides
20/30
Skills re)uired
16cellent communication skills &uests and staff must listen carefully to customers
ask any 0uestions and relay the information to the kitchen staff so that orders are prep
customers satisfaction"
16cellent Customerser$ice skills .aiters should be friendly and polite and be able
rapport #ith customers"
Dreat attention to detail .aiters must keep customers orders strai&ht" They must b
details of each order and match the food or drink orders to customers
16cellent 7nterpersonal skills .aiters must be courteous tactful and attenti$e as thcustomers in all circumstances"
Hi&h 8hysical stamina .aiters spend hours on their feet carryin& hea$y trays dishe
-
8/16/2019 Chicken Rice Shop(Group Assignment) Slides
21/30
-
8/16/2019 Chicken Rice Shop(Group Assignment) Slides
22/30
"ob #escription $ kitchen staffs
Title( kitchen staffs
Responsibilities
• Clean #ork areas e0uipment utensils dishes and sil$er#are"
• Store food in desi&nated containers and stora&e areas to pre$ent spo
• 8repare a $ariety of foods accordin& to customers' orders or super$
instructions follo#in& appro$ed procedures"
•
8acka&e takeout foods• 8ortion and #rap the food or place it directly on plates for ser$ice
• 7nform Restaurant mana&er #hen supplies are &ettin& lo# or e0uip
#orkin& properly"
-
8/16/2019 Chicken Rice Shop(Group Assignment) Slides
23/30
• Assist cooks and kitchen staff #ith $arious tasks as need
pro$ide cooks #ith needed items"
• .ash peel and>or cut $arious foods to prepare for cooki
• Recei$e and store food supplies e0uipment and utensils
refri&erators cupboards and other stora&e areas"• 5istribute food to #aiters and #aitresses to ser$e to cust
• 7nspect supplies e0uipment and #ork areas for cleanlin
functionality"
• Assist in stock takin& and stora&e of stock"
• !onitor sanitation practices and follo# kitchen safety st
-
8/16/2019 Chicken Rice Shop(Group Assignment) Slides
24/30
Skills re)uired
ocused on pro$idin& the epitome of food and ser$ice 0uality"Hi&h personal appearance standards and &ood personal hy&iene"
16cellent time mana&ement skills"Ability to follo# #ritten and $erbal read comprehend and carry out Stron& kno#led&e of usin& food preparation e0uipment in a safe manDood understandin& of portion control and presentation"Skill in cookin& and preparin& a $ariety of foods"Considerable physical acti$ity ( re0uire handlin& of obects)
.ork en$ironment in$ol$es some e6posure to haFards or physical ris
re0uire follo#in& basic safety precautions"!aintain a positi$e and moti$ated #ork ethic in the kitchen at all tim
-
8/16/2019 Chicken Rice Shop(Group Assignment) Slides
25/30
-
8/16/2019 Chicken Rice Shop(Group Assignment) Slides
26/30
TH!
C*%P!T!C+!S
%ea ng o er*
The !"#"$% $& &,("e ('
-
8/16/2019 Chicken Rice Shop(Group Assignment) Slides
27/30
%anaer
Conce!"a# $%n&%ng The !"#"$% $& "'e($")% (' e*
,e-&+,.e- (' /#( )&, $he",+$"#"$"&(
Pro'#em managemen The !"#"$% $& 2ee/ .,"$".# .&($e$ -& $h$ %&+ .( +(h$ "- h//e("( (' ee&(e- 2(&#e'e $& -*e /
% 8&$"*$e /e&/#e $& e$ $h"(..&8/#"-h "( % $h$ e)ee#- -e(-e &) &,'e, (''",e.$"&(
Prac%ca# $%n&%ng The !"#"$% $& 82e /,.$"..&88&( -e(-e 'e."-"&( $& (' +('e,-$(' h$ "- h/"( .&88&( -e(-e %
Acco"na'%#%+ for o$er*Be"( ,e-/&(-"!#e )&, $he.&(-e:+e(.e- &) $he .$"&(- &)$h&-e h&8 8(e
,ee#o!%ng o$er* The !"#"$% $& +('e,-$(' $he (ee'-9
"($e,e-$9 -$,e($h-9 (' e2(e-- &)&$he, (' $& +$"#"e $h"- "()&,8$"&()&, .&($,"!+$"( $& $he ,&$h (''e*e#&/8e($ &) &$he,-
Pro'#em *o#%ng a'%#%+ The !"#"$% $& "'e($")% #$e,($"*e-+$"&(- $& /,&!#e8 (' $& -e#e.$$he !e-$ &/$"&(
Concree organ%.a%on The !"#"$% $& +('e,-$(' $he"88e'"$e9 .&(.,e$e (ee'- &)-"$+$"&( (' $& e-$!#"-h (ee.$"*e .$"&( /#( )&, 8ee$"($h&-e (ee'-
, k Acc"rae #%*en%ngTh 2 $ $h
-
8/16/2019 Chicken Rice Shop(Group Assignment) Slides
28/30
,orkers The &,2e,- ,e &/e((e-- $& $h.+-$&8e,- (' "##"( $& he, &$he,- ,e -%"( (' (&$ h$ $h"(2 .+-$&8e,- -h&+#' -%9 &, &"( $& -%
Sen*e of %m%ng The !"#"$% $& ..+,$e#% e*#+$e h$h//e("( "( -+.h % $h$ -$$e8e'e."-"&(9 (' .$"&( ,e $he 8&-$ ee...+,$e9 (' $"8e#%
Se#f con/)ence The !"#"$% $& 'e*e#&/ (' 8"($"((e, -$,e($h !-e' &( 'e-",e $&-+..ee'
Per*"a)%ng o$er* The !"#"$% $& .&(*"(.e &$he,-9$& /,e-e($ &(e- *"e/&"($ "(-+.h % $h$ "$ "- ..e/$e'!% &$he,-
o##o1 )%rec%on* The !"#"$% $& ee.$"*e#% he,9+('e,-$('9 (' )#& '",e.$"&( &,"(-$,+.$"&( 9 "##"((e-- $& /&-$/&(e82"( /e,-&(# 'e."-"&( 9 &, $2"(.$"&( +($"# %&+ h*e &/e(#% #"-$e(e'$& h$ %&+ ,e !e"( -2 $& '&
En2o+men of $e 2o' The )ee#"( $h$ &(e- "- !&$h)+#;##"( (' ,e,'"( (' $h$ "$h- /&-"$"*e (' +-e)+# !e(e;$
Comm%men o $e 2o'M&$"*$"&( ),&8 "$h"( &(e-e#)$& -$% )&.+-e' (' .&88"$$e'$& $-2
Aen%on o ,ea%#
The &,2e,- h*e !"#"$% $&-ee (' /% $$e($"&( $&'e$"#-
P f f hi k i h i di id l d
-
8/16/2019 Chicken Rice Shop(Group Assignment) Slides
29/30
Performance of chicken rice shop individual and
• 5e$elop and maintain positi$e relationships amon& members and cus
• .orkers al#ays respect support cooperate #ith and trust each other
• n peak hours as team they #ork toðer to a$oid any miscomputat
customers
• As indi$idual performers they all so clear #ith their roles and the do
accordin& to the ob description
• pen communication as a team members also indi$idual its help mo
customers and easily can attract them by flo# of &ood communicatio
-
8/16/2019 Chicken Rice Shop(Group Assignment) Slides
30/30
THAN 4
top related