HoP: Chapter 19

HOUSE OF PANCAKES: WILLOW CREEK

Chapter 19

 

Bob and Eliza stand in awe at their new property, a restaurant. A restaurant that they will run together. A restaurant named, Bob’s Breakfast.

“I can’t believe this is really happening.” Eliza told Bob.

“I bet I’m more shocked than you are.” Bob replied. “What’s our next step?”

“According to the book I read, we’ll need staffing. I think we should start small and work our way up. Maybe one cook to help you in the kitchen. A person to help with seating and customer greeting. And one to wait on customers. Then hire more as necessary.”

Bob still liked the idea of hanging out in the kitchen more than in the front. But he knew as a restaurant owner, he could not always hide in the back.

Over the next few days, Eliza did her research about hiring staff and how to write up job applications. She even found a website that would allow her to post her listings for job applicants.

She came up with three title positions and posted them online.

Host/Hostess: Responsible for ensuring that the greeting and seating of guests is prompt, efficient and above all friendly and courteous. They will coordinate the organization, traffic flow, and cleanliness of the dining room.

Waiter/Waitress: Provides continuous service to guests seated in the dining room. Maintains the cleanliness and accessibility of the dining room by promptly cleaning tables and chairs, cleaning food and drink spills, and maintaining the dining area restrooms.

Chef: Prepares high-quality food items according to standardized recipes and instructions to meet production, delivery and service schedules.

Each position went into more details and a way to apply.

Soon after she made her postings, applications were being received. Within five days, she had ten applications in her inbox.

Bob agreed to sit in on the interviews, but he wanted to sit back and let Eliza do the hiring. He didn’t feel comfortable interviewing others. It was bad enough he was in charge of group at his workplace already.

They found it appropriate to do the interviews at the new restaurant. Each interviewee was given a tour of the restaurant and then the interview.

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Applicant: Poppy Webb
Position: Chef

Eliza: “What skills do you think a chef should possess to be successful in their work?”
Poppy: “The foremost skill a chef should possess is the ability to prepare food in accordance to food handlers’ guidelines. They should also possess knowledge of cooking procedures and safety rules for kitchen equipment. Additionally, they must be able to do repetitive work without getting bored and be flexible with job duties that they may be entrusted with.”

Eliza: “How do you approach dealing with a coworker that you don’t get along with?”
Poppy: “While differences can happen, it does not affect my ability to produce quality food. I would talk to my coworker to work toward resolving any disagreement or miscommunication. More than likely a resolution could be reached.”

Eliza: “How do you ensure the safety of your customers?”
Poppy: “When preparing food, I confirm that all of the tools have been cleaned and sanitized. I also utilize only fresh ingredients that have been appropriately stored at adequate temperatures. Finally, I double check that my hands are washed.”

Eliza: “During a rush how would you ensure efficient and quality food preparation?”
Poppy: “Rushes are a common part of the daily cooking routine, and it is important to be prepared for situations that arise. In response, I follow streamlined and efficient approaches to each dish to ensure that they can be completed during busy times.”

Eliza: “Why did you choose this profession?”
Poppy: “Food is my passion and I enjoy experimenting with different flavors. My exposure to different parts of the world as a child developed in me an understanding of various cuisines and I like to invent fusion dishes which is why I opted for a culinary career.”

Applicant: Carter Harwood
Position: Waiter

Eliza: “Why do you want to work as a waiter?”
Carter: “I would like to work as a waiter because i love being around people and serving them. I love to socialize and to have a job where i can have fun and get paid for doing it, well there’s nothing better.”

Eliza: “Tell me what you know about the waiter’s role?”
Carter: “The waiter has to take orders from the guests and serve them with their desired menu. As soon as the guest appears you have to greet them and provide them with menu card. Once they have decided to order, note the order and provide the same order to kitchen staff so that they prepare the food and can be served. Sometimes need to help the guests if they found any issue with their order or environment. Overall a waiter should serve the customers with great hospitality and make them feel comfortable.”

Eliza: “What is the best part as a waiter?”
Carter: “It is not routine job, it will give the opportunity to meet different kinds of people. One should be able to convince and satisfy the customer with their service. It gives a chance to prove your interpersonal skills. Every customer is different so you have to deal with each one according to their behavior. It gives a lot of satisfaction by serving and getting feedback from the customers. It is a chance to present yourself and gives one a chance to develop in career.”

Eliza: “What challenges are you looking for in a waiter position?”
Carter: “I would like to be able to effectively utilize my skills and experience if I were hired for the job. I am motivated by challenges, have the ability to effectively meet challenges, and have the flexibility and skills necessary to handle a challenging job.”

Eliza: “Tell me how is your personality towards customers during slow times? Do you consider yourself pretty friendly?”
Carter: “I consider myself to be a friendly warm person at all times, but when it’s extra slow i can use that extra time that I wouldn’t normally have when the restaurant is full to make the customer feel extra special.”

Applicant: Milan Moss
Position: Waiter

Eliza: “What skills do you possess specifically that help you in your role as a waiter?”
Milan: “I am a pleasant individual with exceptional experience in servicing patrons so that they leave happy and come back for more. My suggestive selling skills are impeccable and my knowledge of handling food and beverage services is also quite well-placed.”

Eliza: “What is your favorite part about being a waiter?”
Milan: “Waitering gives me the opportunity to learn on my feet and I get to serve different customers. As there are new people in the restaurant every day, it means every day is different.”

Eliza: “What do you expect your daily responsibilities will be?”
Milan: “”After listening to the customer, I would try and think of a solution. If I’m unable to deal with the problem myself, I’d find my manager or another member of staff.”

Eliza: “How would you handle a situation in which a customer’s order was delivered incorrectly and he wasn’t too pleased about it?”
Milan: “As my training dictates, I will apologize to the customer and make sure that a new order is expedited. I will then look into the matter to determine why an incorrect order was sent.”

Eliza: “Why do you want to work at this restaurant?”
Milan: “I really like the kind of food the restaurant might serve. I love breakfast because it’s the most important meal of the day and I wanted to apply for a job where I could show my passion for the food when customers ask me questions.”

Applicant: Florence Moss
Position: Hostess

Eliza: “Why do you want to work as a hostess?”
Florence: “I enjoy meeting new people everyday. Nothing makes my day contended than knowing that the patrons are happy because of my direct and indirect service.”

Eliza: “Tell me about your expertise as a hostess.”
Florence: “I understand that the role of a hostess is very important for the employer owing to the fact that it is a tier one job. From greeting customers, to showing them their tables, and presenting menus, I can do all in the most effective way. I know just when I need to ask a particular question and when to wait so that I am not interrupting a customers’ own conversation.

Eliza: “From our job description, what areas do you think you are proficient at and what areas would you need to be thoroughly trained on?”
Florence: “I am adept at providing excellent customer service, setting up the dining halls and making sure that guests’ experience will bring them back again. The only part I would need to get familiar with will be your specific set of rules and regulations as they differ from restaurant to restaurant.”

Eliza: “How would you keep our patrons satisfied?”
Florence: “As a core effective communication rule, I believe in maintaining effective eye contact, having a welcoming gesture and a smiling face, breaking the ice between the new customer and the restaurant by speaking first and greeting the guests.”

Eliza: “How do you handle a particularly irate customer?”
Florence: “My training and experience has taught me never to be rude to a customer even if they are being offensive. The trick is to stay calm, maintain composure and never interrupt the customer during a rant. When they said their concerns, I analyze the situation and take appropriate action.”

Applicant: Nicole Monroe
Position: Hostess

Eliza: “What are the main job duties and responsibilities of host and hostess employee?”
Nicole: “A hostesses responsibilities are to greet guests and seat them at tables or in waiting areas; answer telephone calls and respond to inquiries or transfer calls; provide guests with menus; assign patrons to tables suitable for their needs and according to rotation so that servers receive an appropriate number of seatings; inspect dining and serving areas to ensure cleanliness and proper setup; maintain contact with kitchen staff, management, serving staff, and customers to ensure that dining details are handled properly and customers’ concerns are addressed; inform patrons of establishment specialties and features; inspect restrooms for cleanliness and availability of supplies and clean restrooms when necessary; speak with patrons to ensure satisfaction with food and service, to respond to complaints, or to make conversation; supervise and coordinate activities of dining room staff to ensure that patrons receive prompt and courteous service.”

Eliza: “What are the skills required for the hostess in order to success in her work?”
Nicole: “Giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times, Talking to others to convey information effectively, Actively looking for ways to help people, Being aware of others’ reactions and understanding why they react as they do, Adjusting actions in relation to others’ actions.”

Eliza: “Describe the abilities you have in order to work with us as a hostess?”
Nicole: “I have the ability to communicate information and ideas in speaking so others will understand, listen to and understand information and ideas presented through spoken words and sentences, identify and understand the speech of another person, and speak clearly so others can understand me.”

Eliza: “What are the knowledge elements you obtained from your education, training and work experience would support your hostess career?”
Nicole: “The Knowledge of principles and processes for providing customer and personal services. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction, the structure and content of the Simlish language including the meaning and spelling of words, rules of composition, and grammar, principles and methods for showing, promoting, and selling products or services.

Eliza: “How would you describe your work style?”
Nicole: “I prefer to work with others rather than alone, and being personally connected with others on the job, being sensitive to others’ needs and feelings and being understanding and helpful on the job, being pleasant with others on the job and displaying a good-natured, cooperative attitude, maintaining composure, keeping emotions in check, controlling anger, and avoiding aggressive behavior, even in very difficult situations, accepting criticism and dealing calmly and effectively with high stress situations.

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To Be Continued!

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