The organization I chose to observe, and interview three people at is called Shorty’s Lunch, my family’s business. It is a small restaurant located in Washington, PA that has been around for over eighty years. The people I chose to observe, and interview were; Steve the owner, Leslie the head waitress, and John the general manager. Steve the owner of the restaurant has worked there since he was around sixteen years old. Out of the three people I interviewed, he possesses the most power and authority. He oversees the overall running of the business and all the employees. He is able to make the final decision in regards to anything that has to do with the business. Some of his daily responsibilities include, but are not limited to; food preparation, …show more content…
Her responsibilities include; waiting on customers, cleaning the restaurant, and bussing tables. In terms of authority, she has minimal authority over other employees. She does however change the scheduling between her and the other waitress if necessary and has flexibility in her schedule. She also at times makes changes to the décor throughout the restaurant and presents ideas to Steve. Ultimately, Steve makes the final decisions on whether her ideas are implemented or not. Throughout the work day I observed the types of behaviors Leslie had shown. She was very customer focused and continuously checked on them to ensure their satisfaction with the food. She went above and beyond to make sure the customer had everything they needed and was satisfied with the overall experience. She not only behaved like a waitress, but also as a leader. Leslie jumped in and would help ring people out or help with to go orders. These are not common behaviors of a waitress. She is loves being a team player and influencing the people working around her. Leslie always asked Nicole, the other waitress, if she needed help with anything such as delivering food. Based on these behaviors, Leslie behaves more as a leader than as a manager. In the article, it highlights a major difference between leaders and managers which is “They influence unity among a group of people whereas a manager is there to get a job done and not unite the …show more content…
As a general manager, his responsibilities include; overseeing the employees, running the day to day operations, and ensuring customer satisfaction to make the sale. In terms of authority, John is allowed to enforce rules and regulations on the employees, make decisions on ordering products, and make choices regarding customers. If the employees are not following protocol or acting inappropriately he is in charge of taking action and putting a stop to their inappropriate behaviors. When the companies call to take our order for our food and drinks, sometimes John is in charge of seeing how much product we have and determining how much to order. Lastly, he has the authority to give free food to customers if for some reason they are unsatisfied with their food. In some situations, he must seek the approval of Steve before making any decision. While I was observing John, he possessed a variety of behaviors. Even though he is the general manager, he still had a lighthearted and friendly relationship with the employees. Instead of getting angry when they made mistakes he took it as a time to teach them what they should have done in that situation and how to correct it. In the article, it defines leadership as the “ability to persuade others to seek defined objectives enthusiastically” (Plachy, 1981, p. 59). John follows the definition of leadership because his relationship with the employees influences them to
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She consistently demonstrates a great attention to detail as well as speed and accuracy in the execution of her duties. Lindsay is an exemplary employee with a positive attitude and strong work ethic. She would be a tremendous asset for your company
However, the one thing that stood out the most was her beautiful welcoming spirit and her passion for serving others. During the interviewing while she goes on to talk more about her duties as a manager, of the office of CSI, she had a beautiful smile on her face. She sees her staff not as a team but as a family, and she said, “She is more than happy to help them with anything because she want nothing but for them to succeed in whatever they are doing.” She is very hands-on in the office she does not dictate instead she focuses more on helping her staff and direct in the right way to get their task done. Everyone seems to enjoy her company and love being around her, they do not seem to hesitate on asking her any questions regarding any officer matters, they really function as a family at the
She understands the signs of someone in distress and can address those problems well. In my experience, Emma is kind and compassionate even with matters that do not involve her. Situations may be difficult to handle, but Emma has the perseverance to handle the job
Chick-fil-a was the only job I could find when the time came for me to work to fund the majority of my college expenses. I wasn’t exactly thrilled to be working at a fast food establishment but the positive and cheerful environment that was fostered there made it fun. The customers always welcomed it and reciprocated it with equal enthusiasm. I saw the positive results of a customer-centered business. This model could be applied in my future career in medicine to ensure that patients feel heard and appreciated while employees feel happy to go to work.
Bellacino’s was a local Italian restaurant that would only deliver to businesses and the hours and tips were hard to pass up. My responsibilities consisted of food preparation and delivery, customer interaction, and money handling. Working at Bellacino’s improved my verbal and written communication skills, time management, and conflict resolution. I used basic math skills such to calculate payments, the customer’s change, and tip percentages. I spent a large amount of my day delivering to hospitals and medical offices.
Jenifer demonstrates good listening skills. She usually listens to others and allows them to make their point. She often takes time to demonstrate her understanding of a process. If Jenifer does not understand a process or policy, she will ask the appropriate questions and will provide constructive suggestions or ideas when appropriate. There was an incident earlier in the year with a co-worker which got out of hand and resulted in a written disciplinary report for insubordination on 12/5/14.
He works very hard to ensure his employees progress. For example, when he was going to be gone from the office for a while he appointed Dwight Schrute as co-manager and also gave Jim Halpert more responsibilities to give them the experience they needed for their professional growth. Michael Scott also sent Jim Halpert to a different Dunder Mifflin branch to learn more about the company and even assisted Ryan Howard in receiving a promotion at the corporate headquarters. Every time he goes out on a sales call or recruiting trip, he takes an employee with him to mentor them. Even though most of his mentorship is professional related there are instances when he mentors someone in their personal life.
I. What inspired you to choose this organization? What were your motives? Analyze your motives! I decided to interview a membership-based Asian American community organization called, Japanese American Citizens League (JACL) Pacific Southwest District.
However, those are the situations in which McDonald’s taught Marissa Nuñez her biggest lesson; Nuñez realized that she needed to “have more patience than ever”, control her emotions, and “get along with all different kinds of people” (442). For example, one day a customer came into McDonald’s and began to mention derogatory terms, terms which were hinted towards Marissa Nuñez. Although, most teenagers of her age would have responded back to the comments either vocally or physically, Nuñez decided it would be best if she “walked away to get the manager” during that certain situation. By performing this action, Marissa Nuñez was able to
I decided to go this route, so I could see if any of their patterns overlapped and to watch their interactions with the customers. Going into this observation I was interested in what qualities make an effective server and how the customers responded to these qualities. I observed the Northwood Cinema Grill from noon to 12:30 on Friday. The weather Friday was very cold and windy. I reached the front of the building and went inside the huge glass doors.
In general, working conditions at restaurants are unacceptable because they demand many continuous hours of work without rest, the hygiene conditions are questionable, and the compensation is overall low. The time allowed to rest at a waitressing job is not
Their employees are required to do multiple things within the business that put them above other fast food chains including, “Using “my pleasure” instead of you’re welcome, greet customers with an umbrella when it’s raining, fresh flowers on tables, ‘table touches’ to check in mid-meal, carrying customers trays to their table, calling customer by first name not by number, genuine empathy when expectations are not met” (Beard, Ross). The restaurant also is one of the top on wait time, on average 3 minutes putting their average wait time above that of McDonalds and Burger
Leadership is the ability to guide or influence others with an objective of achieving a desired outcome. It involves influencing beliefs, opinions, values, perceptions, or behaviors of an individual or a group, and it is an amalgamation of inherent personality traits, learned skills, and it is a response to situational stimuli. I believe that, at any particular moment, where two or more individuals are interacting, one of them will emerge as the leader the other(s). To me, this means leadership role is fluid, and it changes as situational stimuli changes. For instance, during interpersonal interaction involving two individual, the leadership role has potential to shift from one individual to the other, as the situational stimuli changes.
In the essay “Working at Wendy’s,” Joey Franklin states, “I only applied here because I knew I would get hired, says Sara the first night I work with her.” This situation related to my experience when I am hunting the job. In that time, I do not care what my job is as long as I realized that I need to help my family to pay my tuition fees and to other expenses. However, on the first day of my job I am not sure how to associate with another employee and to communicate to the customer because I am
‘Organizations provide its managers with legitimate authority to lead, but there is no assurance that they will be able to lead effectively’ (Lunenburg, 2011). Organizational success usually requires a combination of both management and leadership. In today’s dynamic work environment, leaders are expected to challenge the present state of affairs, and to motivate and convince organization members. Managers are needed to assist in creating and maintaining a positive and well-functioning workplace. ‘Leadership and management are often considered practically overlapping concepts’ (Bohoris and Vorria, 2007, p. 1).