Tutor – Roopa Nagori

Introduction

• Medium size chain of fast food restaurant

• Open until 3:00 am.

• Located and surrounded by number of colleges and universities.

• Recent recession boosted the sale slightly for the for Twilight restaurant as customer looks for cheap opportunity to eat out.

Key Problems For Twilight

• HR training and Recruiting process:-

- No formal training for managers and employees.

- High staff turnover.

• Introduction of new bonus system:

- Incentives only for the managers.

- Increase in level of food wastage due to occasional nibbles by employees.

- Manager withdrew the employee benefits of free pizza, salad and soft drinks.

• Standard operation procedure:-

- Inappropriate regulation in manual.

- Informal practices and behaviour.

Recommendations

• HR training and Recruiting process:-

- Need to recruit full time & experienced staff (non-student)

- Need to give induction and training for new staff .

• Introduction of new bonus systems:-

- Equal distribution of incentives for managers and employees

- Coupon system for staff in order to reduce food wastage.

• Standard operation procedure:-

- Re-evaluating the operational manual given to managers.