Reference no: EM133165500
Case Study (Simulated Workplace)
Café 65
Café 65 is a longstanding restaurant business located in the heart of the Melbourne CBD trading under the name CAFE 65 and specialise in providing customers with a wealth of choice from our famous and delicious pizzas to our tasty pastas, seafood, steaks, poultry, salads, breakfast and desserts -- patrons aren't left disappointed. Soak up the authentic Italian atmosphere in these restaurants - it's almost like you're really there.
CAFE 65 helps to have relaxing atmosphere where customers can sit down, take a break from their busy lives, unwind with coffee or tea and a meal or just socialise. In the busy and fast-paced nature of Melbourne's CBD, CAFE 65 also understands the need to meet customer expectations in a timely manner for their convenience.
Organisation Chart
Workplace situations
Situation 1 -Chong and Kang are co-workers working in the kitchen as cooks, Chong, who likes to talk about religious faiths and beliefs. Kang does not care that much about religious faiths and beliefs all that much but finds his co-workers faiths and beliefs to be little extreme. Kang likes his co-worker and wants to get along with him. Kang has thought of just pretending to agree with Chong or telling Chong he would rather talk about other subjects. Kang suspects that Chong will be insulted if he goes with the second option. He is bit uncomfortable in his work performance between maintaining relationships and job performance.
Situation 2 -Sona asked Madhuri for help responding to a customer inquiry, but Madhuri refused to lend a hand because she was working on a customer service and didn't want to delay services to her customers. There has been tension between two of them working together ever since.
Situation 3 - There has been a bit of conflict between executive chef and kitchen manager over implementation of the kitchen plans outlined by the executive chef regarding ingredient orders.
Workplace difficulties
- Low motivation over routinely mundane tasks
- Poor work-life balance during busy times of the year
- Schedule inflexibility on staff rosters due to skills and talents
- Insufficient training due to time allocation difficulty
- Lack of equipment or technology for peak times
- Intermittent staff conflicts and harassment among teams and individuals
Restaurant workforce
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Position
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Name
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Roles and responsibilities
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Restaurant Manager
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Garry Hood
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- Hiring, training, and managing restaurant staff
- Focus on front-of-house personnel,
- Drive marketing efforts and
- Collaborate with the kitchen to develop menus.
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Executive Chef
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Reynold Capitano
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- Accountable for all activities in the kitchen
- Hiring everyone from the head chef to the dishwasher
- Update menus for seasonality and evolving tastes
- Train staff to create new dishes
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Kitchen Manager
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Tran Ponti
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- Lead the kitchen staff and implement all the kitchen plans outlined by the executive chef,
- Enforce all safety, hygienic, and food standards,
- Ensuring food quality and quality of the plating
- Help place ingredient orders,
- Budgeting and outsourcing
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Sous Chef
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Michelle
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- Preparation of ingredients and main dishes,
- Follow kitchen plans
- Inventory management
- Preparation of status reports
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Line Cook
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Sarah
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- Prep work in the kitchen
- Ensure that all kitchen stations are fully stocked before the kitchen opens
- Chop vegetables, prepare sauces, and make sure each station is cleaned to sanitary standards
- Work under the kitchen manager
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Cook
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Chong
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- Follow the recipes and cook food on order
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Cook
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Kang
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- Follow the recipes and cook food on order
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Cook
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Lucy
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- Follow the recipes and cook food on order
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Servers
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Madhuri
Sona
Robin
Lam
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- The face of a restaurant,
- Customer service,
- Seat customers, take orders, answer questions about the food, deliver the food to the table, and receive payment from the customers
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You are the restaurant manager of Café 65 (simulated workplace). Your role includes: hiring, training, managing restaurant staff, focus on front-of-house personnel, drive marketing efforts, collaborate with the kitchen to develop menus and overall lead and manage effective workplace relationships.
Your Task
Complete the following workplace activities demonstrating skills and knowledge to develop and implement processes and systems to manage difficulties on two occasions as follows:
1. Access simulated workplace policies and procedures and use the relevant policies and procedures to undertake this task.
2. Read the case study in appendix and analyse its workplace situations and workforce roles and responsibilities
3. Identify and summarise the employee relationship and conflicts situations using dot points.
4. Determine and list the activities you are going to take to collaborate and support teams to perform work tasks.
5. Email to your staff and include:
1. information of your support for them to achieve work responsibilities,
2. refer to kitchen manager about situation of Chong and Kang to address with guidelines,
3. inviting them for a consultation meeting and
4. include your consultation process (For Task 3 - role-play - consultation).
Occasion 1 - Resolve conflicts
1. Determine a process and procedures to resolve relationship and conflicts situations for workplace collaboration in line with workplace policies and procedures.
2. Develop a process and procedures to manage conflicts.
3. Develop a plan to address workplace relationship and conflicts using above process and procedures.
Occasion 2 - Address difficulties
1. Identify and analyse workplace difficulties.
2. Develop a plan to address workplace difficulties and include:
1. implementation strategies and
2. monitoring activities to ensure plan is actioned.