BHC603 - Performance Management

OBSERVATION
ASSIGNMENT

GROUP MEMBERS :SHAARMILA RAMAIYAH1400015

MALATHY PALANIANDY BEH 130015
YAAGESWARI KANDASAMY BEH 130014
NAGESWARY OORVIJAYAN BEH 140007
1

Company overview
The Chicken Rice Shop (TCRS) is a chain of
HALAL family restaurants operated by TCRS
Restaurants Sdn Bhd, a company incorporated in
Malaysia.
The chicken rice who serves by TCRS is authentic
"grandmother's traditional Hainanese( ) secret
recipe
The Chicken Rice Shop also provides catering
services for special occasions.

History
On 18th June 2000, the first restaurant of "The Chicken Rice
Shop" was opened and the response was overwhelming
With the infusion of modern management, processes,
technology and strategic marketing:
TCRS is confident that a truly Malaysian quick service
restaurant chain can be established with the prospects of
taking it to the world.
Tagline : Chicken Rice...and More (in English)
4

Product & Services

As their name suggests, "The Chicken Rice Shop" serves traditionally
prepared steamed, roasted, honey barbecued or braised chicken as its
signature products
These value meals range from RM9.90 for a single person meal to meals
for groups of 6 at RM69.90
Their R&D team has continuously over the years introduced innovative
products and desserts to give their customers a more varied choice of
delectable local dishes and to ensure that their customers have a new
dining experience at The Chicken Rice Shop from time to time
Innovative products for special festive occasions such as Hari Raya
Puasa , Chinese New Year and Christmas are also introduced to celebrate
the respective festivities.
5

Steamed

Roasted

Honey Barbecued

Braised Chicken
6

The Chicken Rice Shop

Franchise
The Chicken Rice Shop (TCRS) offer a complete
franchise package which will take you through the
whole process, from business planning to training
and marketing
Now TCRS has around 90 shops in locations in
Malaysia, Singapore, Philippines and Taiwan.

The branches location

With over 90 restaurants in Malaysia and abroad, any time is a great time to
visit, The Chicken Rice Shop nearest to you

The location of survey

10

ENTRANCE

11

12

Number of Employees
Total of 7 staffs working in the TCRS.
1) Waiter 4 staffs (male)
2) Manager /cashier 1 staff (female)
3) Kitchen staff 2 staff ( 1male & 1 female)

13

Job description and skills

Job Description Restaurant Manager / cashier
Title :Restaurant Manager
Responsibilities
Identify and delegate responsibilities to staff to ensure objectives are met and
excellent service is consistently achieved.
Manage operations with passion, integrity, and knowledge
Processes customers' bills, maintains receipts, records, and withdrawals.
Responsible for handling the cash, credit transaction and the proper tendering of all
transactions.
Maintains a clean and orderly cashier area at all times.
Assisting on the day-to-day operations of the restaurant in managing labor by
scheduling shifts.
Manage inventory and supplies on the day-to-day operations.
14

 Knows information regarding all Food and Beverage Promotions and

have ability to inform guest when asked.
Provide coaching for staff and assess performance to gives feedback to
top management on ongoing basis.
Create a positive guest experience by delivering a high level of service
to meet standards in food quality, safety, and cleanliness.
Ensures that facility and equipment are maintained to company's
standards on a day-to-day basis.
Handle all guest complaints in the food and beverage area
Train staffs on guest services principles and practices.

15

Skills required

Must possess leadership ability

Guest oriented and service minded
Mastery in delegating multiple tasks
Proficient with computer applications.
Ability to do mathematical reasoning
Fluent in English, verbal, written and comprehension; another language is an additional benefit
Excellent communication and organizational skills
Strong interpersonal and problem solving abilities
Highly responsible & reliable
Ability to work well under pressure in a fast paced environment and work cohesively with fellow
colleagues as part of a team
Ability to focus attention on guest needs, remaining calm and courteous at all times
Able to work in a for an extended period of time during peak hours.
Honest and reliable

16

17

Job Description waiter

Title: waiter
Responsibilities
Greet customers, present menus, and explain daily specials to customers.
Understands and can communicate menus and services available.
Offer sitting place according to number of guest and escort customers to their tables
Prepare tables for meals, including setting up items such as linens, silverware, and glassware
Answer questions related to menu items and make recommendations
Take food and beverage orders from customers.
Relay food and beverage orders to the kitchen staff and to the cashier to make a record for
payment.
Deliver beverages and food in a timely manner
Carry trays of food or drinks from the kitchen to the dining tables.
Check-in with guests to ensure that everything is going well.
Promptly respond to guest with any additional request

18

Remove dirty dishes and glasses and clean tables after customers finish meals
Prepare itemized checks and hand them to customers and sometimes take payment
Deliver guests bill upon request and thank them for dining at the restaurant.
Perform cleaning duties, such as sweeping and mopping floors, vacuuming carpet,
tidying up server station, taking out trash, or checking and cleaning bathroom.
Clean and set up dining areas, refill condiments, roll silverware, and stock service
areas.
Keeps general appearance and maintenance of Restaurant working areas.
Follows correct sequence of service outlined in the Standard Operating Manual.
Sets up tables in accordance with Restaurant policy
Do all other tasks as required by the Manager.

19

Skills required
Excellent communication skills guests and staff - must listen carefully to customers specific requests,
ask any questions, and relay the information to the kitchen staff, so that orders are prepared to the
customers satisfaction.
Excellent Customer-service skills - Waiters should be friendly and polite and be able to develop a
rapport with customers.
Great attention to detail - Waiters must keep customers orders straight. They must be able to recall the
details of each order and match the food or drink orders to customers
Excellent Interpersonal skills - Waiters must be courteous, tactful, and attentive as they deal with
customers in all circumstances.
High Physical stamina - Waiters spend hours on their feet carrying heavy trays, dishes, and drinks

20

21

Job Description kitchen staffs

Title: kitchen staffs
Responsibilities
Clean work areas, equipment, utensils, dishes, and silverware.
Store food in designated containers and storage areas to prevent spoilage.
Prepare a variety of foods according to customers' orders or supervisors'
instructions, following approved procedures.
Package take-out foods
Portion and wrap the food, or place it directly on plates for service to guest.
Inform Restaurant manager when supplies are getting low or equipment is not
working properly.

22

 Assist cooks and kitchen staff with various tasks as needed, and
provide cooks with needed items.
Wash, peel and/or cut various foods to prepare for cooking or serving.
Receive and store food supplies, equipment, and utensils in
refrigerators, cupboards, and other storage areas.
Distribute food to waiters and waitresses to serve to customers.
Inspect supplies, equipment, and work areas for cleanliness and
functionality.
Assist in stock taking and storage of stock.
Monitor sanitation practices and follow kitchen safety standards.

23

Skills required
Focused on providing the epitome of food and service quality.
High personal appearance standards and good personal hygiene.
Excellent time management skills.
Ability to follow written and verbal read, comprehend and carry out instructions.
Strong knowledge of using food preparation equipment in a safe manner.
Good understanding of portion control and presentation.
Skill in cooking and preparing a variety of foods.
Considerable physical activity ( require handling of objects)
Work environment involves some exposure to hazards or physical risks, which
require following basic safety precautions.
Maintain a positive and motivated work ethic in the kitchen at all times

24

25

THE
COMPETENCIES

26

Manager
Accountability for others
Being responsible for the
consequences of the actions of
those whom manage.
Concrete organization
The ability to understand the
immediate, concrete needs of
situation and to establish an
effective action plan for meeting
those needs.
Developing others
The ability to understand the needs,
interest, strengths, and weakness of
other and to utilize this information
for contributing to the growth and
development of others
Problem solving ability
The ability to identify alternative
solutions to a problem and to select
the best option.

Leading others
The ability to organize and
motivate people to get things
accomplish in a way that everyone
feels a sense of order and
direction.
Conceptual thinking
The ability to identify and evaluate
resources and plan for their
utilization.
Practical thinking
The ability to make practical,
common sense decision to see
and understand what is happening
in a common sense way.
Problem management
The ability to keep critical issues in
context so that you can understand
what is happening and effectively use
ones knowledge to solve problems.

27

Accurate listening
The workers are openness to the
customers and willing to hear what
Follow directions
others are saying and not what they
The ability to effectively hear,
think customers should say, or are
understand, and follow direction or
going to say.
Persuading others
instruction , willingness to postpone
The ability to convince others,
making personal decision , or taking
to present ones viewpoint in
action until you have openly listened
such a way that it is accepted
to what you are being ask to do.
by others.
Commitment to the job
Sense of timing
Motivation from within oneself
The ability to accurately evaluate what is
to stay focused and committed
happening in such a way that statement,
to a task.
decision, and action are the most effective,
Attention to Detail
accurate, and timely.
The workers have ability to
Self confidence
see and pay attention to
The ability to develop and maintain
details.
inner strength based on desire to
succeed.
Enjoyment of the job
The feeling that ones is both
fulfilling and rewarding and that it
has a positive and useful benefit.

Workers

28

Performance of chicken rice shop individual and team

Develop and maintain positive relationships among members and customers.
Workers always respect, support, cooperate with, and trust each other.
On peak hours as team they work together to avoid any miscomputation among
customers
As individual performers they all so clear with their roles and the do their job
according to the job description
Open communication as a team members also individual its help more close to the
customers and easily can attract them by flow of good communication

29

THANK YOU
30