Chicken Rice Shop(Group Assignment) Slides

8/16/2019 Chicken Rice Shop(Group Assignment) Slides

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GROUP M

SHAARMILA RAMALATHY PALAN

YAAGESWARI KAND

NAGESWARY OORV

OBSERVATIONASSIGNMENT

HC603 - Performance Managemen

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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"


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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)


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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"


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6

Steamed

Roasted

Honey Barb

Braised Ch


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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"


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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


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The location of survey


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ENTRANCE


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umber of !mployees

Total of ; staffs #orkin& in the TCRS") .aiter < = staffs (male)

,) !ana&er >cashier < staff (female)

?) @itchen staff < , staff ( male 4 femal


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"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"


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• @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"


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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


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"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


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• 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


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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


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"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"


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• 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


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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


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TH!

C*%P!T!C+!S

%ea ng o er*

The !"#"$% $& &,("e ('


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%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


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,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


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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 to&ether 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


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THAN 4

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