Reading Guide

Before You Read

What You Want to Know Write a list of what you want to know about managing people and facilities. As you read, write down the heads in this section that provide that information.

Content Vocabulary

• job description

j

design

• open-ended

j

balance

question

j

turnover rate

• positive

j

traffic path

reinforcement

j

bypassing

• mentor

j

loss prevention

• master work

j

risk

schedule

management

Read to Learn

Key Concepts

• Analyze the manager's role in employee selection, training, and supervision.

• Examine the design issues that contribute to a profitable facility.

• Give examples of what foodservice facilities can do to manage loss prevention.

Main Idea

Managers must select employees, evaluate their progress, train and mentor them, and supervise them on the job. Managers must also create an efficient facility design and use loss prevention techniques.

Graphic Organizer

As you read, use an outline like the one shown to show how a manager can train an employee. In the center rectangle, write down the actions a manager can take to reach the goal. In the bottom rectangle, write the outcome of the manager's actions.

Academic Vocabulary

GOAL

Train an Employee

ACTIONS

Graphic Organizer

Go to this book's Online Learning Center at glencoe.com for a printable graphic organizer.

^ English Language Arts

NCTE 7 Conduct research and gather, evaluate, and synthesize data to communicate discoveries.

k Mathematics

NCTM Number and Operations Compute fluently and make reasonable estimates.

Social Studies

NCSSVII Power, Authority, and Governance Evaluate the extent to which governments achieve their stated ideals and policies at home and abroad.

NCTE National Council of Teachers of English

NCTM National Council of Teachers of Mathematics NSES National Science Education Standards

NCSS National Council for the Social Studies

OUTCOME

It can be exciting to be in charge! However, a management position also means a lot of responsibility. Managers make sure that all employees are properly trained and that they complete their tasks efficiently. To do this, managers must be good problem-solvers and decision-makers. Managers are often promoted to their positions after they work in lower level positions.

Successful managers are respected by the employees they supervise. They encourage and train employees. They also encourage employees to work as a team and to meet challenges with a positive attitude.

Employee Selection

It is part of a manager's job to find and interview new employees. What should managers look for when interviewing prospective employees? All the qualities an interviewer looks for are not obvious, or easily spotted. Most managers look for qualities such as honesty and teamwork. They also look for an employee with past education and work experience that fits the job opening.

Job Descriptions

Each job has its own set of duties and responsibilities. These specific duties are listed in a job description. Many job descriptions also list the skills needed for a position.

A job description has several different uses. First, it can be shared with prospective employees during an interview. A manager can use the job description to explain what the job will involve. Job descriptions also can be used to evaluate job performance. Employees who do not meet a job description requirement may need more training to improve their skills.

Job Applications

It can be difficult to choose the right employee for a job. The first step a manager takes is to review job applications. They should be neat and completely filled out.

The following items signal a warning to managers when they review job applications:

• Reasons for leaving a job may show poor interpersonal skills, such as "problems with coworkers."

• Reasons for time spent between jobs may show serious conflicts with a former employer. On the other hand, the person may have taken time off to have children or to go to college.

Interviewing Skills

The next and perhaps most important step in the hiring process is the interview. During an interview, a manager looks for a person who is:

• Clean and well groomed.

• A good communicator.

• Willing to learn new things. Interview Questions During an interview, the manager must get an idea of whether or not the potential employee is right for the job. The best way to do this is to ask questions that can reveal a person's work ethic and attitude. Some of these questions are:

• What were the customers like in the last place you worked?

• If you could have changed anything about your last job, what would it have been?

• What was a difficult challenge you had on the job? How did you overcome it?

Illegal Interview Questions There are some questions that a manager may not ask during an interview. These include questions about race, gender, religion, national origin, birthplace, age, disability, or marital status. If you are asked any of these questions, you may politely decline to answer.

Open-Ended Questions Effective managers ask open-ended interview questions. An open-ended question is a question that requires more than a one- or two-word answer.

For example, instead of asking, "When did you leave your last job?" they will ask, "Why did you leave your last job?" They also listen carefully to a person's answers and note his or her body language.

Employee Training

Most new employees need to be trained to do their jobs. Managers usually train new employees during orientation. Orientation is the process of making a new employee familiar with his or her job. Orientation can last several hours or several weeks, depending on the job.

Some things that employees must learn during orientation include:

• Front-of-the-house and back-of-the-house duties, depending on their job

• Safety, security, and sanitation procedures

• Clerical duties, government regulations, and service guidelines

Positive Reinforcement

People learn better when they feel they are able to do a job correctly. People also act in ways that they feel will be rewarded. It is important for managers to build an employee's confidence during training. Managers use a technique called positive reinforcement. Positive reinforcement includes praising an employee when a job or task is done correctly.

Mentorship

When a new employee is hired, the manager may assign him or her to work with another employee. A mentor is an experienced employee who has a solid understanding of his or her job. New employees can ask their mentors questions about job duties and receive immediate answers.

Mentoring is an excellent way to train new employees on the procedures of a particular foodservice business. It is also a quick way to train employees who have changed jobs or been given new duties. Mentorships can help foodservice employees form teams.

1

—w' M jy

^ *__

Experienced Help Mentors introduce new employees to the procedures they will follow and the equipment they will use on the job. Who should be a mentor?

Experienced Help Mentors introduce new employees to the procedures they will follow and the equipment they will use on the job. Who should be a mentor?

Employee Supervision

Managers have many duties when they supervise employees. Managers must:

• Set salary schedules.

• Explain benefits, policies, and procedures.

• Make sure employees follow all workplace laws and rules.

• Hold staff meetings.

• Resolve problems between employees.

• Negotiate contracts with labor unions.

Standards of Conduct

Most employees want to do a good job. Having established standards of conduct can help guide employees in a variety of situations. Standards should be changed when needed, and posted for all employees to see. Different employees may have different standards of conduct. For example, servers will have their own set of customer service standards.

Standards may include information such as: The customer is always right. Never argue with a customer. Assume that you made the error and continue to offer service with a smile.

Suggest alternatives. If a customer is dissatisfied with a food item, suggest an alternative menu choice. Avoid public arguments. Never argue with other employees in front of customers. Help out coworkers without being asked. Take appropriate breaks. Never take a break during peak hours without permission.

Drugs and Alcohol

Using drugs and alcohol can impair workers' reactions and decision-making skills. This can be very dangerous in a professional foodservice business. There are strict laws and rules that prohibit drug and alcohol use. It is the manager's job to ensure a safe facility for employees and customers. An employee who arrives at his or her workplace under the influence of drugs or alcohol could lose his or her job.

Work Schedules

Most foodservice operations have rules about schedules and work assignments. The manager must juggle each employee's sched ule with a master work schedule. This shows the work shifts of all employees of a business. (See Figure 7.1.)

When developing schedules, managers rely on their past experience to predict how many employees they will need. They must also know who is available to work at different times. Managers should have a balance of new and experienced workers on each shift.

Employee Evaluation

Foodservice employees are evaluated on how well they do their work. Usually, the manager will evaluate the employee's skill level, overall work attendance and attitude, and teamwork skills.

During an evaluation, the manager identifies an employee's strengths and weaknesses. The employee will be able to ask questions. The manager will then fill out evaluation forms. The results of the performance evaluation are often used to determine any promotions and raises. Sometimes, they are used to terminate employees who are not able to do their jobs.

I Define What is a job description?

L JFjGUREzîï Production Schedule

' Work Schedules Developing an employee work schedule is an important part of a manager's job. What should managers consider when scheduling employees?

Employee

i Item/Activity

i Portions

Station

LH and FZ

Country Fried Steak with Gravy

25

Fry Station

TG

New Potatoes

25

Hot Station

CS

Green Beans

25

Hot Station

AP

Cloverleaf Rolls

50

Bake Station

JH

Strawberry Shortcake

25

Bake Station

CI and LM

Mixed Greens with Ranch Dressing

25

Garde Manger Station

PS and CF

Coffee & Iced Tea

50

Beverage Station & Servers

BW and RN

Kitchen Clean-up

Dishwashing Station

MD

Floater

As Needed

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