Introductory Entry
Currently, I am working as an assistant restaurant manager at Oliver & Bonacini in North York, Ontario, Canada. As an assistant restaurant manager, I am responsible for the day-to-day operation of the restaurant, including but not limited to activities, such as staffing, cost control, and active floor management during service. Some of the primary duties and responsibilities of an assistant restaurant manager, include the communication of the organization’s vision to the team members, monitor and achieve the organization’s points of technical services as well as points of details, develop and sustain a strong relationship with guests, team members, and also the senior management. Occasionally, I also take up the role of conducting recruitments, training and development initiatives. The General Manager of the North York venue is my immediate supervisor. It is vital to maintain high personal integrity as well as business ethics when in my role.
I always considered Oliver & Bonacini as one of the leading hospitality companies in Canada. Therefore, when I first joined the organization, I had a pre-set standard on the place. My first impression of the restaurant and event venue did not disappoint. The team members were all professional, with exceptional relationship skills. Moreover, although the management team is very demanding of its staff members, it still maintains an exceptional level of professionalism. Given my prior research about the organization, in addition to the exceptional level of professionalism and social skills portrayed by the team members, it was easy for me to acclimatize to my new working environment. Although I had to undergo an initial orientation about the day-to-day operations in the organization as well as another training about my roles and responsibility, the learning process was easy due to the conducive working environment.
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Topical Entries
Professional and Ethical Behavior in the Workplace
The organization has set up a number of ethical principles that are expected to guide its management and employee. The organization holds high the principles of honesty, integrity, and trustworthiness (Kandampully et al., 2018). Therefore, every employee is expected to be honest and truthful. At no point should an employee mislead or deceive current or prospective customers. In other instances, when the customers may demand an O&B employee to do something that goes against the general moral standards or the restaurant policy, employees are expected to demonstrate the courage of their conviction irrespective of the pressure (Kandampully et al., 2018). Furthermore, since customers trust the restaurant on its promises and commitment, employees are expected to showcase trustworthiness in their actualization of these promises and commitments.
An employee within the organization is expected to showcase other qualities, including loyalty, protection of the organization’s reputation and morale, and accountability (Kandampully et al., 2018). In demonstrating loyalty, an employee was expected to devote himself or herself to duty and avoid any form of conflict of interest. At one point, one employee was discovered to be an agent of another restaurant and was using customers information to solicit customers for the other restaurant, this was against the company’s guideline. Ideally, the employee was expected to respect the propriety information of the customers and his former employer. The employee was fired. I am expected to protect and build the reputation of the restaurant as well as the morale of its employees by taking part in activities that help avoid inappropriate conducts by employees. In my position as an assistant restaurant manager, I supervise around 20 employees; I demand a high level of professionalism and discipline from each employee to maintain the organization’s good reputation. Moreover, every employee is accountable for his or her action, especially when such actions might interfere with the restaurant’s image.
Goal Setting
In partnership with the General manager, I am involved in setting up daily, and sometimes, weekly goals for employees. Upon setting up targets, such as the daily sale of drinks, beverage and meals, I am expected to track sales, invoicing, and manage the restaurant’s inventory as a way of ensuring that these targets are met. Before the development of new goals and the allocation of tasks, I often liaise with team members to evaluate how to better achieve or improve on the set goals.
Aside from goal setting, employee evaluation is a vital tool that the organization uses to track the long-term progress of these goals. The evaluation, which is conducted annually, aids in reminding employees what the organization expects in the workplace. While I conduct the evaluation for the employees that I supervise, the General Manager evaluates my performance. The compilation of employees’ contributions and their shortcomings help them in analyzing their performance and thus helping them improve. Besides, employee evaluation is also vital in the decision-making process, particularly with decisions pertaining to a promotion, pay raise, and layoffs.
Role in the Workplace
As an assistant manager, I have the responsibility of running the daily operation of the venue. Within the restaurant, I am capped with various roles, including staffing, cost control, training, budgeting, and active floor management. The organization expects me to share the vision of the organization with the team members. The assistant manager is expected to share O&B values with other employees and paint the vision for the future. In addition, as an assistant manager, one is expected to develop strong and positive ties with guests, team members, as well as the administrative group. In additions, I have the responsibility of ensuring that the venue strictly follows the bar, beverage, and wine control procedures. Other roles include the recruitment of new permanent and temporary employees, training and the facilitation of performance management as well as employee coaching, scheduling employees, and payroll management.
Aside from the core functions, I am also expected to showcase leadership skills, particularly in spearheading the organization’s culture. Therefore, I am always expected to showcase a high level of personal integrity and business ethics. In addition, I am also expected to employ my conflict resolutions skills to ensure that there is harmony within the team. I also conduct regularly briefing with the service staff as a way of passing on instructions and motivating the team.
Workplace Relationships
Workplace relationship plays a significant role in ensuring O&B productivity. Respect and professionalism as some of the vital factors that promote good workplace relationship (Wang et al., 2019). However, the working relationship between the General manager and me, or vendors, or the employees that I supervise varies. Workplace relationship, in this case, is mainly characterized by the exchange of instructions. When dealing with the employees that I supervise, I tend to give them instructions. However, on the other hand, when dealing with the General manager, I often receive the instructions. In other instances, the working relationship might stray away from the official tasks and duties, and involve other personal aspects. Employees might share their happy moments, such as their birthday, or the birth of a child with the team. The team may also come together to support a member of the staff who is going through hard times. However, I have strived to avoid maintaining a strong friendship with employees due to its potential impact on the achievement of duties (Wang et al., 2019). Other workplace relationships, including the relationship with customers and vendors. The organization’s policy on customer services dictates that customer satisfaction comes first (Kandampully et al., 2018). Therefore, the satisfaction of their needs is paramount. The maintenance of a positive working relationship with the suppliers and vendors has been vital throughout the working period.
At some points, I have been forced to address some conflict within the workplace. Aside from the direct misunderstanding between me and some of the team members, there have been conflicts between other employees. To resolve these issues, I used conflict resolution skills. For instance, when the employee who was involved with the organization’s competitor, the organization ended the relationship. However, there are instances where relationships can be mended, and thus necessitating for the analysis of the situation through hearing both sides, before deciding on the way forward. Except for the one case mentioned above, a simple apology solved those disagreements.
Professional and Personal Development Since COVID-19
Since the outbreak of the COVID-19 pandemic, the hospitality industry has been on a decline. The implementation of measures, particularly the lockdown and the ban of public gathering, has negatively impacted the performance of restaurants and eateries. With few people going out, the amount of sales has decreased. Besides, the health concern places some of the organization’s employees at risk of contracting the virus.
Despite the challenges, I have managed to take an online course on Communication for Managers. Although it is not specific to hospitality management, the course will be vital in facilitating better management and effective leadership of employees. The course will improve my people skills which are vital in any managerial position, particularly in the hospitality industry. My short-term goal is to complete my studies and pursue a managerial position in a recognizable hotel.
Conclusion
In conclusion, working at O&B has been experiential. As an assistant restaurant manager, I have successfully experienced various aspects of professional and ethical behaviors in a workplace, goal setting, and workplace relationship. Although the emergence of the COVID-19 pandemic might have interfered with the hospitality industry, I have managed to take an online course on communication for managers, which will put me on a pole position to qualify for a managerial position once the pandemic is over.
References
Wang, D., Waldman, D. A., & Ashforth, B. E. (2019). Building relationships through accountability: An expanded idea of accountability. Organizational Psychology Review , 9 (2-3), 184-206.
Kandampully, J., Zhang, T. C., & Jaakkola, E. (2018). Customer experience management in hospitality. International Journal of Contemporary Hospitality Management .
