Table of Contents

1. Background of the Pizza Industry ....................................................................................... 2

2. Present Condition of the Pizza Industry.............................................................................. 2

3. Brief History about Angelo’s Pizza ...................................................................................... 4

4. Product and Services of Angelo’s Pizza ............................................................................... 4

5. Angelo’s Pizza at present ...................................................................................................... 5

6. Major Competitors ................................................................................................................ 5

7. Objective 1: Five Specific Human Resource Management errors that Angelo is currently

making. ........................................................................................................................................... 7

8. Objective 2: Develop a structured interview form that Angelo can use for hiring (1) store

manager, (2) waiters and waitress and (3) counter people/ pizza makers. .............................. 8

9. Objective 3 : Based on what we know about Angelo’s, write a one page outline showing

specifically how you think Angelo’s should go about selecting employees. ........................... 12

10. Recommendations ................................................................................................................. 15

11. Conclusion ............................................................................................................................. 18

12. References .............................................................................................................................. 19

 INTRODUCTION

1. Background of the Pizza Industry

Pizza made its way to the inner cities of the United States, New York and Chicago most notably, in the

early 1900s when adverse economic conditions had forced four million southern Italians to come to

America. In 1905, New York City government gave the first license to make and sell pizza in a thriving

Italian-American neighborhood. It gradually spread to New York, New Haven, Boston, and Trenton since

factory work was readily available to poorly educated Italian immigrants. It was considered an inexpensive

peasant food eaten by Italians in the urban enclaves in which they had settled.

However, pizza became mainstream to American life when the American soldiers prompted the dish to

become very popular at the end of World War II, having been exposed to it while serving on the Italian

front. In 1945, one of these returning soldiers, combined his eating experiences during the war with the

know-how he had gained while repairing ovens for his father's business to build the first gas-fired Bakers

Pride pizza oven. These pizza ovens allowed retailers to bake pizzas quickly, cleanly, efficiently, and

cheaply. Gradually using this oven, pizzerias began sprouting up all over the country and today’s largest

pizza chains (Pizza Hut, Domino’s Pizza & Little Caesars) began popping up all over the U.S. in the late

1950s, early 1960s.

2. Present Condition of the Pizza Industry

(i) USA Market

The current statistics on the pizza industry substantiate the perception that Americans love pizza. According

to statistics from Franchise Disclosure Documents, Americans eat on average 100 acres of pizza daily or

350 slices per second. In addition, 93 percent of Americans eat at least one pizza per month, easily making

pizza the number one dinner choice in the United States. Other additional insights about the industry are as

follows:

 In 2017, annual pizzas sales totaled $44 billion with approximately more than 3 billion pizzas sold

a year.

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  In a given year, Americans eat 46 slices (23lbs) of pizza.

 For every second that passes in the US, 350 slices of pizza are sold.

 Pepperoni is the most popular topping as it appears on 36% of pizza orders.

 There are 70,000 pizzerias in the US

 9,000 of those are in New York – not surprising as pizza is often considered to be the staple fare of

New York.

 Cheese pizza remains the leading pizza type in menu mentions, followed by vegetable pizza.

 The core pizza consumer is aged 18 to 44, with 75% to 77% of this age group being a pizza

restaurant customer.

(ii) World Pizza Market

The World Pizza Market is USD 134 Billion Industry and almost all the large chains are continuing to

expand beyond the US Borders, with a keen focus on nations with rising disposable income.
According to a recent article in The New York Times, many nations view Western foods such as pizza and

fried chicken as status symbols, furthering the growth of fast-food brands in places such as Pakistan, Ghana,

and Africa. Pakistan is the considered to be the world’s fastest-growing retail market, according to

Euromonitor International, with Pizza Hut planning to double its store count in Pakistan to 150 over the

next five years. Almost two-thirds of the 200 million people in Pakistan are younger than 30, according to

Bloomberg, with disposable incomes doubling since 2010 and 40% of household expenditure spent on

food.

3. Brief History about Angelo’s Pizza

Angelo Cameron was brought up in the Bronx, New York, and basically always wanted to be in the pizza

store business. As a youngster he would sometimes spend hours at the local pizza store, watching the owner

knead the pizza dough, flatten it into a large circular crust, filing it up, and then spread on tomato sauce in

larger and larger loops. After graduating from colleges as marketing major, he made a beeline back to the

Bronx, where he opened his first Angelo’s pizza store, emphasizing its clean, bright interior, its crisp green,

red and white sign, and his all natural, fresh ingredients. Within 5 years Angelo’s store was a success and

he had opened three other stores and was considering franchising his concept. (Dessler & Varkkey, 2011,

p. 703).

4. Product and Services of Angelo’s Pizza

 Pizza  Wrap

 Appetizers  Juicy Fresh Hamburgers

 Salads  Sandwiches

 Pasta Dishes  Desserts

 Chicken Dishes  Beverage

 Veal Dishes

 Seafood Dishes
 5. Angelo’s Pizza at present

Angelo’s New York Style Pizza is an upscale pizzeria serving up good old-fashion Italian food. The bistro

is decked out in the colors and flavor of Italy and the warm and professional staff will make anyone feel

not only welcome, but truly valued.

 Hours: Mon – Sat, 11am – 10pm; Sun, noon – 10pm

 Executive chef: Angelo

 Number of tables: 16

 Features: Catering, Dinner, Lunch, Outdoor seating, and Online Orders

 Atmosphere: Fun

 Payments accepted: Cash, MasterCard, and Visa

 Products: Angelo’s offers a wide variety of flavorful pizzas, subs, succulent wings, Stromboli,

pasta, salad, car zones, wine and desserts.

 General services: Catering, Delivery, Eat-in, Phone orders, Take-out

 Specialties: The pizza!!! Any kind, they’re all fabulous!

 Private events: Yes, on reservation.

 Cuisine: Bistro, Italian, Philly Steaks, Pizza

 Signature dishes: Pizza

6. Major Competitors

The United States Pizza Market is USD 45.1 Billion Industry according to the PMQ Estimates. Competition

in the Pizza industry is increasingly becoming stiff every passing day. All the major competitors in this

sector are devising new ways that would help them in expanding their operations as a way of reaching out

to more clients as well as maximizing their revenue generation efforts.

The competition in the Pizza Industry can be classified into two parts: (1) Independent Pizza Stores and (2)

Chain Stores. In the autumn of 2014, independent pizza stores owned 54.25% of the pizzerias in the US

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and control 40.89% of the sales but there were a number of chains identified which each contain a portion

of the market.

US PIZZA SALES
Independents Other Chains Pizza Hut Domino's Little Caesars Papa John's

6%

8%

10% 41%

15%

20%

The top chain, Pizza Hut, captured 14.79%, followed by Domino’s (9.86%), Little Caesars (7.85%), and

Papa John’s (6.45%).46 other top pizza chains aggregately captured 20.16 % of the market share.

Major players in New York

 Domino’s Pizza  Angelo’s Pizzeria

 Circle Pizza  Fancy Pizza

 Pizza Italia  Pizza Hut

 Cross Bronx Pizzeria

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 OBJECTIVES
The objective of this report is to find out the answers of three questions. Those questions are given below:

Objective 1: Five Specific Human Resource Management errors that Angelo is currently making.

Objective 2: Develop a structured interview form that Angelo can use for hiring (1) store manager, (2)

waiters and waitress and (3) counter people/ pizza makers.

Objective 3 : Based on what we know about Angelo’s, we need to write a one page outline showing

specifically how we think Angelo’s should go about selecting employees.

Analysis on the key case questions are as follows:

Objective 1: Five Specific Human Resource Management errors that Angelo is currently

making.

The five specific human resource management errors are as follows:

1) Employee Selection:

There are drawbacks of rushing and making assumptions about people. People who work in the restaurant

play a great role in Angelo’s life. The operational success of the restaurant relies on these people. Thus,

Angelo as a manager need to hire the right people for the job. This is because only the manager explains

the company’s rules and regulations to all staff members and provide necessary training to run a restaurant

successfully. (Dessler & Varkkey, 2011, p. 704)

2) Employee Retention:

The turnover rate of Angelo’s pizza is almost similar to the rate of other restaurant business. This is because,

Angelo was losing two-three employees per month and his existing managers have to fill in the work. This

caused the managers to work long hour shifts (7 days a week and almost 10-12 hours per day) and also

sometimes handle three jobs themselves. Such hectic workforce and no specific training caused frustrations

among the good employees and hence the turnover rate was higher. (Dessler & Varkkey, 2011, p. 704)

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 3) Employee Performance :

Angelo fired one of his staff because she used profanity sometimes and once she used it in front of

customers. This is one sort of ‘Logical Error’ because Angelo drew an unwanted conclusion from the facts.

This is a very isolated weakness and it could be improved if Angelo provided proper personality training

to his staffs. (Dessler & Varkkey, 2011, p. 704)

4) Recruitment Process:

In order to recruit proper staff for the pizza business, Angelo needs to consider the expenses of advertising,

interviewing time, interrupted customer service, training and severance pay. However, from the case we

can see that the process was not conducted properly. Usually he hired staffs based on a single interview

without checking references. Moreover, he also cancelled out interviews with people who did not have

good telephone manners just based on assumptions that they will not have good manners in store too. Such

assumptions, wrong decisions, and impromptu advertising did not produce good recruits. Thus, Angelo

need to put up a little research and planning in order to make the recruitment process successful. (Dessler

& Varkkey, 2011, p. 705)

5) Training and Induction:

The last error of Angelo was the training process. The training process was very poor. From the case, we

can see that he just trained his subordinates how to run a store which is not enough to make a manager

aware about his responsibilities and duties. Angelo thought that by working with him, managers would

know how to do jobs properly and it is a wrong idea. Angelo should expand and update his training process

in order to make his business effective and successful. (Dessler & Varkkey, 2011, p. 704-705)

Objective 2: Develop a structured interview form that Angelo can use for hiring (1) store

manager, (2) waiters and waitress and (3) counter people/ pizza makers.

Interview is regarded as first step to pave into any career. Customer services jobs are the hardest jobs and

being a waiter/waitress/ or store manager is one of them. If a person wants to join this profession then they

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need to impress the potential employer in the first meeting with their personality. The interview process is

usually based on question answer session and the employer tries to ask some tricky questions in order to

find out potential employee. Here is a list of some common questions and frequently asked questions for

(1) store manager, (2) waiter/waitress and (3) pizza makers which an employer can ask from the potential

candidates during the interview session.

Few common Questions for (1) Store Manager (2) Waiter/Waitress & (3) Pizza Makers

 What was your last Job Experience?

 Why did you leave your last job / Why you want to leave your current position?

 Why do you think Angelo’s Pizza is a perfect fit for you?

 What was your salary in the last job?

1. Structured Interview Form for Store Manager

The job responsibilities of Store Manager is very hectic. Major responsibilities include the following:

 Manage Cash Flow and Prepare Financial Statements

 Lead the kitchen team and waiter/waitress team efficiently

 Select, recruit, and train the new employees

 Manage the inventory and ensure smooth supply chain of the ingredients and other necessities.

 Devise promotional offers and increase footfall in stores

 Keep regular update of the competitors and act accordingly

 Ensure Environmental, Health and Safety (EHS) guidelines are followed at all times.

A restaurant manager’s work hours and job nature is also highly irregular. This is because evenings and

weekends are the busiest times for restaurants and the designated manager should be prepared to work

during late nights and weekends. Moreover, the manager has to fill in for an absent employee and

consequently, it is also important to know all the restaurant’s operations inside out and from top to bottom.

Based on all these responsibilities, the interview question is designed as follows:

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 Name of the Applicant: Position Applied For: Date of the interview:

 Do you have proficiency in Enterprise Resource Planning (ERM)?

 Do you have proficiency with the Microsoft Office?

 How will you keep yourself updated with competitor’s activity?

 If you are all of a sudden low on inventory, how will you cater such unforeseen demand?

 What do you think are your stakeholders other than customers, and why?

 Can you design a promotional offer for FIFA WORLD CUP 2018?

 What are the basics of leading a team in the kitchen?

 In case of a dispute with customer regarding hair found on pizza, how do you resolve such dispute?

 How do you handle demotivated team members?

 Tell me about a time when you were the leader of a team. What did you enjoy about the experience?

What was difficult about it?

2. Structured Interview Form for Waiter and Waitress

The secret success of restaurant business is in the concept of service or, more precisely, in the staff. The

waiter or waitress should be kind, polite, accurate, to know two – three languages and to understand what

the client orders. The majority of waiters mechanically answer the client “yes”, not trying to find out the

requirement at all. The most important traits employers look for in a great waiter or waitress is friendliness

and their attitude to their customers.

Name of the Applicant: Position Applied For: Date of the interview:

 Are you proficient with POS?

 Do you have certification courses regarding the job?

 If customer finds out a strand of hair on the food, what is the first step that you will take

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  Mention 5 traits that a waiter must have in order to succeed.

 If you accidentally drop food/drinks on customer’s clothes, how would you manage such critical

situation?

 How can you convince the customer to order more food/drinks than he/she usually do?

 In case of delay on preparing the food, how would you manage your customer?

 Are your working hours flexible?

3. Structured Interview Form for Pizza Makers/ Counter People

The works for a pizza maker will start with making pizzas, doing dishes, working with customers, cash

register, prepping food in the morning. Occasionally opening and closing while training new employees.

Name of the Applicant: Position Applied For: Date of the interview:

 What are your knowledge regarding the appliances and devices in the kitchen?

 Do you have any professional certification courses?

 If customer complaints regarding the taste of food, how would you address the issue?

 Mention some of the major safety and hygiene practices that should be followed?

 How do you ensure consistent good quality of food?

 What are the basics of freezing and preservation of Raw Perishable goods?

 Suggest how will you source daily produce and manage inventory?

 How will you organize and redeem ticket during rush hours?

 Are your working hours flexible?

FINAL Rating form: (only use for the interviewers)

Candidate: _______________________________ Rate: _____________________________

Action:

 Highly Recommended for Position

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  Recommended for Position

 Not Recommended for Position

Interviewer’s Signature:

Date:

Objective 3 : Based on what we know about Angelo’s, write a one page outline showing

specifically how you think Angelo’s should go about selecting employees.

Employee selection process basically starts with initial sorting of recruited applicants and ends up with

offer letter. Before going to select applicants as a job candidate, some employee selection steps should be

implemented.

I. Prepare job description and Job Analysis:

Job analysis is a process of determining all the necessary requirements and aspects of a particular job.

Whereas, Job Description is just a comprehensive job summary depicting the job contents. Here, Angelo

needs to be certain about whether he requires temporary or full time employees. Normally for waiters and

waitress part time selection is better than full time employees. Because this will minimize the effect of

employee absenteeism. But store managers and pizza makers should be selected on full time basis.

II. Advertise Job Vacancy:

The first thing that should be determined is the source of recruitment. Angelo’s pizza restaurant is a small

business. In small business it is not mandatory for candidates to have full of skill and experiences. Therefore,

recruitment advertisement of waiters and counter people can be given in colleges and business schools so

that students who require part time jobs can apply for the vacant position. But, for the store managers we

can give advertisement on newspapers and find people with least experiences so that they can operate the

business without the direct supervision of Angelo.

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III. Managing the response:

After receiving all the responses from job seekers, the selection process begins. This is a very essential step

of the recruitment process because it is very important to match the correct CV with the required job

description. Naturally it has to be done by the person who has very clear knowledge and understands all the

responsibilities associated with the various designations.

IV. Short-listing:

The next step of selecting employees is screening the candidates. This step deal with short listed application

form and selecting the candidates who match with Angelo’s most possible desire criteria. These selected

employees will be called for the interview session.

V. Interviews:

For interviewing candidates, it is better to go with the personal interview session with a panel of judges.

The question will be made in a structured format and all the candidates will be asked the same questions as

per the format. There will also be some situational and behavioral judgement questions so that the judges

can get a clear picture of the candidate.

VI. Decision making:

Based on the answers provided in the interview, the panel will evaluate the candidates independently. After

that the selected candidate will be asked for further process, which is honesty and personality test.

At the final stage, candidates may ask for queries about the organization and this will examine candidates’

interest over getting job. In this stage references of the candidates will be checked.

After all the necessary procedures has been completed, the candidates who have excelled the whole process

will be provided with final decision of selection.

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VII. Recruitment Cycle

It is assumed that it will take maximum 50 days to complete the whole recruitment process. The breakdown

of the 50 days as follows:

Requisition = 2 days

Advertisement =14 days

Short Listing/ Screening =14 days

Written test = 7days

Compilation and Approval = 2 days

Reference Check =7 days

Medical Check =3 days

Appointment Letter =1 day

Total =50 days

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 RECOMMENDATIONS

Recommendations

Managing a restaurant, of any size these days, is a constant juggling act of service and quality, with success

being determined by word-of-mouth recommendations and online reviews from satisfied customers. It is

one of the few industries that, at American Management Services, refer to as a Hybrid Business, because it

involves manufacturing (turning raw materials into finished products), retailing, and service.

Restaurants are built on two major principles: serve great food and give great service. Problem is, many

restaurant owners fail to take the time to chart out what specifically they want their service to look and feel

like or invest the funds to create a solid service program. Nine times out of 10, what makes a restaurant

experience memorable for a customer is how they're made to feel, said to Jeff Joiner, a corporate trainer at

Advantage Waypoint. This trumps even the menu.

"Great service makes up for mediocre food every time. However, great food can never make up for poor

service," he said.

Joiner, who spoke at the North American Pizza and Ice Cream Show held recently in Columbus, Ohio, said

creating a better guest experience can increase sales 30, 50, even 100 percent. He outlined five keys

operators need to embrace to achieve this success.

1. Being brilliant at the basics.

Teaching employees the basics may seem trivial, but it's not. Joiner recommends reiterating what's

important every other month or so. That includes politeness, cleanliness, food temperature, etc.

2. Getting rid of satisfied customers.

According to Joiner, if a restaurant owner is shooting for satisfied customer then the owner is shooting very

low. Satisfied is one step above dissatisfied, and falls within a zone of indifference. Operators should aim

for customers who are loyal or, better yet, apostles of their brand, spreading positive messages about the

business.

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"Pizza places benefit the most from apostle customers because pizza is group oriented," Joiner said. "How

do you get them? Word of mouth is the most powerful advertising tool. But it's also a double-edged sword,

so you have to do it right. Owners that don't change or listen to others' ideas will fail."

3. Putting up the cross-training shoes.

The most successful business has employees who are trained for multiple jobs; employees who know how

to open and close, and who also know how to scoop ice cream or serve hamburgers.

"Once different departments realize they have a common goal of pleasing the guests, the operation will run

better," Joiner said.

4. Turn servers into surfers.

Teaching employees how to upsell. Many restaurants, Joiner said, can generate $7,000 to $37,000 extra a

year through efficient upselling.

This can be done in three ways a/c to Joiner:

 “Sell, then sell. Take a customer's order, and then remind them you have something else that may

interest them.

 Strive for 25. Customers start to get uncomfortable if you try to upsell them more than 25 percent

from their original order. Keep it within that perimeter.

 Relate, don't irritate. If someone is calling for pizza, try selling them a salad or some breadsticks –

something that complements their main order. If you try to sell them a burger or other entrée, it

may turn them off from the entire order completely.”

5. Look for ways to go the extra mile.

Joiner said one night he went out to a Cincinnati restaurant with some friends and his wife. When she asked

if she could have a derivative of the special, the waiter stopped her mid-sentence and said, "You can have

whatever you want. If the chef can't make it, I will."

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Joiner noted that his wife felt good the rest of the night, and that he tipped the waiter extra because of his

efforts.

He said another restaurant near his house frequently has long lines out the door because the owner is known

to hold an umbrella over guests as they walk in from the parking lot in the rain.

"People are so used to being blown off and marginalized, that when they're treated well, they're going to

remember it. Always look for ways to do something people aren't expecting, even if it's just something

little," he said. "These are things that will separate you from your competition."

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 CONCLUSION

Conclusion

Angelo’s Pizza has a good reputation in the city and before it gets jeopardized, he needs to take effective

steps in order to improve the service and expand his business by opening more stores. At first, he needs to

recruit reliable and honest people who will work properly as per the job requirement. For such case, Angelo

needs to take into consideration the proper recruitment process of Human resource Management. The

number of employees required by a restaurant relies upon the scale of its operation, the level of

mechanization, and the system of work. Angelo can take help from third party employees who can help

him to hire appropriate employees. Secondly, Angelo needs to develop a training system for all the newly

employed people which will include store managers, waiter and waitress and pizza maker. If proper training

is not provided the reputation of his business will be in stake. Such training will help Angelo to provide

excellent service to customers which will eventually lead to higher business growth. Third, Angelo needs

to develop a set compensation packages which includes both wages and benefits. If proper compensation

package is provided, efficient and pro-active candidates would feel attracted to work at Angelo’ Pizza.

Thus, it can be concluded by saying that by making some changes in the overall Human Resource

management at Angelo’s Pizza, Angelo will be able to make a good reputation and successfully open more

stores across US.

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 REFERENCES

References

1. America's pizza obsession: By the numbers. (2011, June 22). Retrieved from

http://theweek.com/articles/483784/americas-pizza-obsession-by-numbers

2. Bhasin, H., BhasinI, H., & Facebook. (2018, June 14). Top 12 Pizza Hut Competitors - Pizza Hut

Competitor Analysis. Retrieved from https://www.marketing91.com/pizza-hut-competitors/

3. Case study on Angelo’s Pizza. (2016, January 13). Retrieved from

http://www.assignmentpoint.com/business/marketing-business/case-study-angelos-pizza.html

4. Dessler, G., & Varkkey, B. (2011). Human Resource Management. Delhi: Pearson.

5. Food Woolf. (2018, February 21). Service 101: 10 Things Restaurants Can Do to Improve Service.

Retrieved from http://www.foodwoolf.com/2014/06/10-things-to-improve-service.html

6. Kelso, A. (2012, February 07). Five ways to improve customer experience. Retrieved from

https://www.pizzamarketplace.com/articles/five-ways-to-improve-customer-experience/

7. Levine, E. (n.d.). A Slice of Heaven: A History of Pizza in America. Retrieved from

https://slice.seriouseats.com/2006/02/a-slice-of-heaven-a-history-of-pizza-in-america.html

8. The 2015 Pizza Power Report. (n.d.). Retrieved from http://www.pmq.com/December-2014/Pizza-

PowerThe-2015-Pizza-Power-Report/

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