Institute Of Advance Management, GOA 1

Hospitality Supervision Training Skills

NAPIER UNIVERSITY

Assignment

On

Hospitality Supervision

&

Training Skills

“HT32421”

Assignment “A”

Topic:-

CASE STUDY: - THE GALLEY CAFETERIA

Questions:

1. Create a SWOT analysis for the Gallery cafeteria, in relation to its current
business situation.

2. Making reference to relevant theory, develop a plan of action for Jean, aimed at
securing the restaurant’s long-term future. This should include discussion of the
changes which need to be made, and how the reactions of the staff can be
managed.

Type: - Report

Word count: - 2720 – Excluding Case Study Question

Local Tutor: -

Module Tutor: - Ms. Joan McLatchie.

Matriculation Number: - N08015092

Name: - Aman Bhattacharya

 Institute Of Advance Management, GOA 2

Hospitality Supervision Training Skills

Contents

Topic Page No.

Introduction -----------------------------------------------------------------03
SWOT Analysis ------------------------------------------------------------04
Managerial Skills ----------------------------------------------------------06
Training& Motivation procedure -------------------------------------08
Behaviourist Theorist of motivation---------------------------------09
Herzberg Theory of Motivation ---------------------------------------10
Managing changes--------------------------------------------------------11
Marketing---------------------------------------------------------------------12
Referencing -----------------------------------------------------------------14
Bibliography ----------------------------------------------------------------15

Introduction
 Institute Of Advance Management, GOA 3

Hospitality Supervision Training Skills

Galley is a 150 seat canteen style restaurant which is located on the top floor of an eight
storey office. In the year 2002Galley canteen offer buffet service often a year they
started serving to the other company employee those who are in that building,
previously they serve shipping company employee. With in a year it was over taken by
Lunch box Ltd. Where the Lunch box re-employed all the staff of Galley restaurant,
with there terms and condition.
In the past few year rapid development in the area that includes 30 office buildings, a
cinema hall, a sport complex and a number of private apartment building. After opening
a mall and shopping complex which h include three restaurants and two pubs, Galley
face taught competition from the them which affect market value of the Galley
restaurant because many of the building employee are went to have there lunch in other
restaurants and the restaurant has reported a substantial dip in profit. After a long
service managers of the Galley restaurant retried from the service where Lunchbox
appoint new Manageress Ms. Jean Porter she previously manage other lunchbox
outlets.
After joining Jean in the Galley restaurant she faced lots of problems regarding the staff
of the cafeteria. As she was 10 years younger from all of them she faced
communication gap between staff, as staff had problem with her rules and regulation
etc. The changes that she made like changes in menu, including morning breakfast,
cancelling tea and smoking break for the staff. She does a SWOT analysis of the
Cafeteria for changes like friendliness environment that might help to change through
which the reaction of the staff can be managed easily.

Q.1) Create a SWOT analysis for the Gallery cafeteria, in relation to its current
Business situation.
 Institute Of Advance Management, GOA 4

Hospitality Supervision Training Skills

A.1) SWOT analysis is used to developing business strategies and executive formulate

strategy. It evaluates Strength, Weakness, Opportunity and Threats where it help

analysing the internal and external resource and summarized the major facts and fore

cast derived from the external and internal analyses (Snell.S, Bateman.S, 2003, pp124-

125).it is a trick is to keep changing internally so that strength can be developed to

minimized threats and maximized opportunity and for weakness always need to

overcome the problems (Ward.M,2005,pp7-9).It help Jean to know the internal and

external problems and where she lacking while handling the Galley restaurant.

Strength:-

• It has 150 seated restaurant in the business class building where all the staff of

the building are coming for the lunch, it also have beautiful location on the eight

floor of the building which gives the good view to the customers those who are

come for the lunch that also provide good ambience to the restaurant.

• In the year of 2003 a well known brand Lunchbox ltd, overtaken the Galley

Cafeteria which gives good reputation to the market and well maintained the

restaurant with the brand name of lunchbox.

• Ambience of the restaurant is totally business oriented where they some times

arrange conferences orders for catering, many times outsider or nearby offices

employees can come to have lunch.

• They have 20 experiences staff those who can handle any kind of situation and

they have good knowledge about the menu that served in the restaurant.

Weakness:-
 Institute Of Advance Management, GOA 5

Hospitality Supervision Training Skills

• Restaurant is situated two kilometres far from the main market, which cause less

no of costumers to the restaurant.

• Restaurant is situated on the eight floor of the building, so the other employee

working in some other buildings will not like to come to Galley because it is

situated in the top of the floor.

• Newly appoint manager Jean Porter unable to communicate effectively with the

restaurant staff, which created lots of misunderstanding.

• Staff members are not punctual and there are higher rates of absence, lateness,

scruffy dress and on occasion’s lack of politeness towards customers and

colleagues.

Opportunity:-

• Newly appointed Restaurant Manager Ms. Jean Porter, is an experience

manager she can deliver many innovative ideas.

• As the Surrounding area is developed with 30 offices, a sports complex, a

cinema hall and residential apartment by this demand of restaurant increases.

• Due to wide range of menu the customer has a choice of relishing different

variety of dishes.

Threats:-

• Newly open restaurants and pubs in the area are affecting the market value of

Galley restaurant.

• Staff of Galley restaurant did not corporate with Jean.

 Institute Of Advance Management, GOA 6

Hospitality Supervision Training Skills

• The 5% cut of wages effect the staff morale in this case, staff may leave the job

and restaurant may have to face a lot of barriers.

Q.2) Making reference to relevant theory, develop a plan of action for Jean, aimed
at securing the restaurant’s long-term future. This should include discussion of
the Changes which need to be made, and how the reactions of the staff can be
Managed.
A.2) Jean facing problem with the staff of Galley restaurant, the main problem is
communication gap between the staff. she require to use his leadership quality that
already used in other lunchbox outlets in past three years but the case of Galley
cafeteria is different , where she need to change reaction of the staff with his leadership
and supervision skills as a manager. So Jean should apply these theories for the
improvement to change reaction of staff and securing long term future for the
restaurant.
Managerial skills are essential key to success at any level of management that might be
technical, human or conceptual skill. It the time of lower level management, technical,
human skills are the most important factor because managers are concerned with the
products and the people making them. The three skills that can be developed are
through exercise, study, practice, observation and awareness.
Technical skills: - During the technical skills are use full to ability to do the task for
supervise and manage the staff or employee. The manager need such kind of
knowledge to select and train staff and put to work ,so the staff ready to give respect to
there managers.
Human skills: - A human skill not so easy to handle staff in the restaurant or hotel but it
is a care of the supervisors and managerial job. The first thing that required is a positive
attitude towards the organization.
“The people who work for you and the managers who work under the system”
(Miller et al, 2002p27).
 Institute Of Advance Management, GOA 7

Hospitality Supervision Training Skills

A second ingredient of human skill is sensitivity it is an ability to perceive each person

needs, includes perception, value and personal behaviour. That is can be easy to work
with each of the staff in effective way. In some cases managers need to be able to
sense when a problem is building by noticing subtle difference in employee behaviour.
The third one is self awareness in this situation managers or supervisor come across
the staff, they need to be aware from their own behaviour it appears to others for there
own perception behaviour and they affect dealing with there associates (Miller et al,
2002pp27-29).
Human skills come with practice, where they treating as individuals, sharpening their
awareness of the others and of them self, then they can figuring out what human
qualities are causing problems and how these problem can be solved.
Conceptual skills: - It is require seeing the whole picture and the relationship of each
part to the whole. That means the manager need to arrange the work of each part of
their organization, so that it runs smoothly includes kitchen, dining room etc (Miller et al,
2002p29).

Training and Motivation Procedure

According to (Bhatt,2008p236) training is a process where it modify attitude ,
knowledge, or skill behaviour through learning experiences to achieve effective
performance in an activity .its purpose , in the work situation is used to develop the
abilities of the individuals and to satisfy the current and future needs of the organization.
 Institute Of Advance Management, GOA 8

Hospitality Supervision Training Skills

Now a day’s needs for training is essential for all professional industry, so that the
employee can easily adjust to the organization environment. Human resource plays
vital and important role in the success of organization. (Bhatt,2008p239) state that a
company such as Hewlett-Packard (HP), Xerox, IBM human resources department is
seen to be major key to the success of the organization and is heavily emphasized at all
levels.
Training methods: - it is useful for every manager in hospitality to give information
method which is normally used to teach factual material, skills or attitudes. They
commonly used techniques for training are:-
• Information Techniques: - it is a process where lecture, talk and discussion are
used for trained the employee.
• On the job training: - A session during a job or part of a job teaches by the
managers through explaining and demonstrating the ideas.
• Experiential Techniques: - It is including role play that increase staff confidence
level.
• Sensitivity training: - In this method a small group of trainees work together to
develop interpersonal skills.
• Mentoring: - it is a process where newly joined employee work under
experienced staff where they learn more as practically.
(Bhatt & Kumar, 2008pp245-248).

Jean should also follow 4p’s of training procedure where it need identified careful
planning is essential 4p’s are:-
 Prepare
 Present
 Practice and
 Put to work.
Motivating people/staff at work
 Institute Of Advance Management, GOA 9

Hospitality Supervision Training Skills

Hospitality industry business depend upon on employee for providing supreme service
standards that represent the brand and guest satisfaction, for this managers required to
motivate there staff for their work. The three following section suggest some way that
help to keep employee motivated.
 Understanding individual
 Dissatisfies
 Money as motivator
By motivating the employees they will work more and can increase the productivity of
the organization (Lashley, 2008, p107).

Behaviourist Theorist of motivation

It help to lead positive and negative outcomes which influences future behaviour .the
four following out comes help to Jean to change behaviour.
Positive reinforcement: - When an employee do any type of mistake jean should
analyse and look into the matter that why she has done mistake rather than punishing
them. She should discuss with the employee why it happens and rectified that mistake
by giving some short of training and instruction so that mistake did not repeat in future.

Punishment:- if a employee having a good impression do something wrong and he/she

get punished for that, this could de-motivate him as a was good but for one mistake he
was punished this can affect the work flow in organization and also other employees
behaviour.
Extinction: - In this case no outcomes fallows behaviours, the behaviour is unlikely to
be repeated.
Negative reinforcement: - It is one of the most difficult concepts, where behaviour that
prevents a negative outcome increases in employees (Wagen &Davis, 1998p33).
Herzberg Theory of Motivation
According to the Herzberg theory of motivation there are two steps. They are:-
 Job satisfaction: - If a person’s effort he/she has put to do the work is
acknowledged his self-esteem increases which in turn makes him to work hard.
 Institute Of Advance Management, GOA 10

Hospitality Supervision Training Skills

 Dissatisfaction: - It is also known as hygiene factor. The physical environment

,job security and safety of the employee does not guarantee the job satisfaction
of an employee.(Wagen,1998,pp30-31)
Jean should take care of her staff member so she needs to talk personally to each and
every employee in the restaurant. She should provide personal assessment sheet which
would help them to know their wants and requirements during the duty hours. She
should rethink about the changes she has made in the restaurant like she cancelled the
tea and smoking breaks between shift hours that make the employees more hostile.
This may cause its employee to leave the job; in this case Jean should give break
between the shift, where the Herzberg theories understands satisfaction and
dissatisfaction concepts.

Managing changes
After joining the restaurant Jean made several changes such as she introduce wider
range of dishes, serving hot breakfast at 08:00am but employees were more arrogant
because Jean was 10 years younger from most of them, she abolished half-hour
morning coffee / smoking break and not to replace two members of staff and not to
replace two members who have already moved to other lunchbox outlet. She wants to
change so; the organisation can make more profit.
(Goodwin et al, 2005p.199) stated the stages of changes that can be use full for Jean to
change the reaction of the staff and why these problems taking place.
• Status quo: - “when employees in the status quo stage employee are in the
comfort zone” it is the first stage where Jean tries to bring few changes in the
restaurant but the staffs are not satisfied from the changes.
• Resistance: - Team member recent change because they love their comfort of
the status quo and they don’t normally understand the need for the change. A
common mistake among hospitality supervisor (Jean) is to implements of
changes without explaining reason behind it.
• Confusion: - in this stage employee are learning because new changes
happening around and they did not familiar with changes.
 Institute Of Advance Management, GOA 11

Hospitality Supervision Training Skills

• Valley of Despair: - this can happen when team members confidence shaken,
where employee grow weary from the challenges of the change.
• Integration: - It is the processes of adjusting to change are committed, the
change itself is a problem and they make adjustment to accomplish the change
successfully.
• Acceptance: - it is the last stage of implementing change is acceptance, where
the effect of the change determines its success (Goodwin et al, 2005pp.199-
205).

Building Relationship with Team Member

It will help manager to understand employee/staff what their need and requirement
towards the job (Goodwin et al, 2005) give stress on particular followings that help to
build relationship with team member.
 Employee want manager to involve them decision that effect them, they want
manager realize that they often know the cause and solution to the problems that
they are trying to solve.
 Employee want manager pay them base on their performance those who are
perform the best should be paid the most. In this case good wages and
performance in contrives will help them too build a loyal productivity staff.
 A good reward recognized is necessary for their performance system improved
teamwork, outcomes and affiancing between the manager and employee.
(Goodwin et al, 2005pp.58-59).

Establishment of Team

Effective teamwork is essential in today’s world; Team should go through a certain

process. They are:-
 Forming: - In this stage employees are positive and polite and some are
anxious. Therefore it depends on the leader to set parameters
 Institute Of Advance Management, GOA 12

Hospitality Supervision Training Skills

 Storming:- In this stage the employees can challenge the leader or experience
conflict between them
 Norming:- In this the agreement between the leader and the employees are
established and are standardised
 Performing: - In this the group of employees are working together to maximise
productivity within a stimulated period. The concept of “Team Work” comes into
picture (Mind Tools, 2009).

Marketing
For the promotion of the galley restaurant Jean have to plan strategies that help to
compete with other restaurant she should follow marketing strategies.
• Promotion strategies: - It includes personal selling, advertising, sale promoter,
and public relation. Promotion role in marketing mix is to bring about mutually
satisfying exchanges with target market by informing, educating, persuading and
reminding them of the benefit of a organization.
• Pricing strategies: - To attract more no of guest pricing should be set as low as
possible and good quantity and quality of portion and set special healthy menu
for those who are coming to sports clubs(Lamb,2004pp.44-45).

Conclusion

Jean should start solving their internal issues and overcome the weakness that mention
on SWOT analysis and she should also focus on promotion of the restaurant, because
of newly opened restaurants and pubs gives tough competition that affect on the
business of restaurant. If Jean will follow given theories and procedure as given in the
above report, it will really help them to improve the condition of galley restaurant. And
she can run the business successfully.
In the end it would be concluded that the Galley cafeteria needs lot of improvement
which is going to done by managers Ms. Jean Porter by following the credentials of this
report such as Managerial skills, Training and motivation procedure that includes
 Institute Of Advance Management, GOA 13

Hospitality Supervision Training Skills

training procedure, Behaviourist theorist of motivation that help to motivate the staff
during duty hours and Herzberg theory of motivation which help to understand the
employee needs and for the change of reaction building relationship in between team
member and how to establishment of team. By this she can change the image of galley
restaurant so she can get more customers.

Referencing

• Bhat.A,Kumar.A (2008),Management Principles, Processes & Practice, Oxford

University press, India.
• Goodwin.C et al (2005), The Hospitality Supervisor’s Survival kit, Pearson
education, Inc., Upper Saddle River, New Jersey.
• Lamb et al (2004), Marketing, Thomson Asia pvt ltd, Singapore.
• Miller.J et al (1999), Supervision in the hospitality Industry-Applied Human
Resources, John Wiley & sons.
• Mind tools, 2009, Forming, Storming, Norming, and Performing, Retrieved on 10-
03-2009 from http://www.mindtools.com/pages/article/newLDR_86.htm
• Snell.A,Bateman.S(2003),Management: Competing in the New Era, TATA
McGraw hill Publishing company Ltd. New Delhi.
 Institute Of Advance Management, GOA 14

Hospitality Supervision Training Skills

• Ward.M,(2005), 50 essential Management Techniques, Jaica Publishing House

M.G.Road,Mumbai.
• Wagen.L,Davies.C(1998),Supervision and Leadership in Tourism & Hospitality,
Global books & subscription services, New Delhi, India.

Bibliography

• Kotler.P et al (2007), Marketing for Hospitality & Tourism, Pearson Education,

India.
• Lee-Ross (2004), HRM in Tourism and Hospitality, Thomson Asia Pte Ltd.,
Singapore.
• Mind tools, 2009, Herzberg's Motivators and Hygiene Factors, Retrieved on 10-
03-2009 from http://www.mindtools.com/pages/article/newTMM_74.htm
• Woods.R,King.J (2002),Leadership and Management in the Hospitality Industry,
Educational institute of the American Hotel & Lodging Association, Michigan.