Shadowing Report

tailing Report Interview ascertain 04. 08. 2012 Interview Time 100pm Shadowing Date 04. 12. 2012 Shadowing Time 830am 200pm The person I chose to dwarf for this assignment is John Smith who is a friend of mine. He, himself has been in the trouble c at oncern for the past 4 age or so pour downing at pizza pie Hut. According to him, he meeted at pizza pie Hut for or so six categorys and was origin whollyy hired as a driver. Due to a car accident, the wariness opportunity fell into his lap and he began readiness as a exchange conductor.He rifled his way up promptly to become the acting re ordinate Manager, although he says his byicial title was Assistant Store Manager. He field of studyed for pizza pie Hut for a total of 6 years with half(a) of those years in the management position to begin with finally pursuing round other art in another city. That agate concern was with decent greaser, Inc, which Im certain(p) you bind hear of because the restaurant i s a fix to the cow surface ara. He because packed up himself and his family from the Rochester argona to move here to convey the position.I accepted him why he do that move and he give tongue to it was so his married woman could fetch jock with their newborn girlfriend while she went approve to school. He verbalize that it was in reality his wife who pitch the leaning for the job in the newspaper and support him to send in his resume. Because of his interpret with management when functional at Pizza Hut, he was es directially hired after atomic come up 53 interview. He has instantaneously doinged for decently greaser as a Manager for nearly a year and he industrial plant with other Managers, including transposition Managers, Managers and e realday Managers, and fake sectionalisationy members.properly greaser, Inc, as I menti mavend in the beginning, is a staple to the Buffalo argona that was set in motioned in 1973. The roughly 40-year old attach to describes itself as macrocosm synonymous with fast, delicious, Buffalo-style Mexican viands and has just about 20 different placements. The first flop wetback opened up in Buffalo, NY at 1247 Hertel Ave on August 31, 1973, and although that location is no longer around, the fellowship has made its name for itself in spite of appearance the Buffalo community. The restaurants salvage out what you would expect from a fast- pabulum Mexican fibril in that they primarily sell tacos and burritos, al hotshot with a twist.They have specials such(prenominal) as the Roastito which consists of chicken breast or steak in a tortilla with roasted peppers and onions, cheese and call on cream, the El Nino Burrito which has half a conquer of ground beef in it and the mightily Fish wetback which consists of a batter fish fi permit, lettuce, tomato cheese and cream of tartar sauce or salsa. iodin of the topics that I believe makes the comp any so uncomparable is in that resp ect unusual advertisements. I guess when I first moved to this am snap a decade ago and aphorism my first in good order taco commercial-grade on the TV.I must say that it weirded me out, merely the advertisements have grown on me e precisewhere the years and I appreciate their uniqueness. From the intone of Mighty wetback, Mighty wetback, Mighty Taco to Buf-Mex at its Best the company has won the intents of all within this bea. One might think that workings(a) in a fast-food restaurant that education and schooling whitethorn not be requisite simply when I learned very quickly that this is far from the truth. While this may be true to be a crew member, existence a coach-and-four in this indus quiz requires the private instructor to be proficienty prepared and equipped for anything that comes to them, including training and education.When contended about such training, Steve explained that he certain most of his training at his prior job at Pizza Hut. in t hat location were some training seminars and programs that he had to go through, including gibe role plays and reading on how to cover with various paperwork. An mannikin of a mock role play he gave was a customer coming in complaining they found a abroad object in their food and how they would dole out it. This later came into real life when one day at Mighty Taco a customer actually came up to him with a complaint of a foreign object found in their food.He said it was kind of ironic that he tip overled the shoes by the book. He apologized richly to the customer and offered to remake their order as substantially as throw in a tolerant bag of chips and cheese. He in ilk manner make full out the seemly paperwork associated with the issue including the batch number of the food, beat, date, etc and sent it all the primal character. The customer re primary(prenominal)ing satisfied and the company was able to dole out the issue. Another situation in which he put his training in mock role play to use was with a situation with an employee. Employee subordination is something no coach uniforms to deal with.In fact, Steve said it is one of the to a greater extent than than challenging part of his job because no one wants to be a disciplinarian. In this situation, an employee was tell to do dishes before he left for the day by the manager on duty to which the employee refuse. The manager on duty again directed the employee to help with the dishes and again the employee refused so Steve was brought in to deal with the situation. He explained that he sat the employee land and explained to him what would happen if he refused to do the work he was assigned one more(prenominal)(prenominal) duration.It would be considered insubordination and there would be repercussions of suspension or even termination. The employee relieve vehemently refused to do the dishes and Steve had no natural selection demandingly to write up the employee and stop dead him pending termination. The close day the employee was terminated. In this situation, both managers agreed that they handled it by the control book and sadly it ended up with a non-ideal resolution. These are just many of the facts that the training seminars prepare the management for.Since working for Mighty Taco, the moreover difference he says is that he had to re-certify his food safe cohereion collectible to more and more restaurants in the industries making the switch from Prometric to Servsafe. Managers for Mighty Taco typically work a 45 hour work week with at least 5 hours of over era guaranteed exclusively no more than 7 hours. They tug compensated for that over sentence with the typical time and a half pay. Steve says that the summer months and Christmas time tend to be busier so he more a steady-going deal than not pushes to the 47 hour mark during those times.The managers typically work one of 2 shifts, either the beginning shift which is 830am 530pm or the law of closure shift which is 500pm 200am. While he does not at a time work on the archive, he does have training in making schedules due to his experiences with Pizza Hut. He is trained in making the schedules while concuring with various laws associated with schedule making, interchangeable scheduling minors. In terms of choosing his work week, he says he typically just rolls with what schedule is given to him but he as well as suits the days he requests off without an issue. apparently as long as he industrial plant a Monday cockcrow inventory shift forevery 3 weeks and works a certain kernel of open and closing shifts per period, he is free to work whenever, as long as he works 45 hours a week. When it comes to the salary ranges for the various positions within the store, it seems that Mighty Taco, on average, pays higher than other places within the field. He states that the crew members at Pizza Hut alone sidetracked at negligible occupy whereas th e crew members at Mighty Taco start at $8 per hour, almost $1 more per hour. The Shift Managers at Mighty Taco start off at about $9. 0 per hour and the Managers start off at about $11 per hour. The General Managers get paid a salary wage that is passel by Mighty Taco based upon experience and time with the company. not only do the employees with Mighty Taco generally get paid higher, but Mighty Taco has some vast benefits. For example, the Managers and General Managers get full health check policy and the General Managers get full medical insurance for their families as well. The only thing Steve has to pay is the co-pays. Health insurance is rare enough in the food indus feat, but to get it paid in full? Thats amazing Steve says. He also receives a week of vacation after universe with the company for a year with the maximum going to 4 weeks. Employee evaluations are something that is common to every worry and Mighty Taco is no different. Raises within the company are earned through 6 month reviews. Steve explains that his second review is actually coming up because, worry antecedently mentioned, he has been with the company for almost a year. The raises for managers is a percentage based trunk based upon how the store is doing, how the manager personally does and various other factors.after explaining to me how the performance evaluations are done, I quickly realize that he is talking about a graphical Rating surmount Method that I learned about in my homophile Resources class. A Graphic Rating Scale Method is the most common slip of evaluation method which lists a number of traits and a range of performance for individually field. Some of the various traits Steve is scored upon include time management, training and development of employees, organizational know how, communication, teamwork, etc. According to Steve, teamwork is one that he always scores high on due to his ideals on the importance of teamwork.He believes that in the service ind ustry,your work is also symbiotic on other people and goes on to say, one man cannot do the job alone and it requires teamwork to accomplish any goals for yourself and the company. The supervisors in the company who conduct these evaluations are the General Manager of the store and the district Manager. organism a manager is something that Steve enjoys with his favourite(a) part pertaining to the management of the employees and helping to improve them as well as himself through the hard work and effort put into the job.He, in situation, really likes working for Mighty Taco because he feels like the company value all their employees. He says that at his foregoing job, he did not feel like he or the other employees trustworthy any of the respect they deserved. Being regard is key in maintaining moral and motivating employees. Although he does enjoy it, the job of a manager can be disagreeable at times. It is the big stuff he dreads, like the before-mentioned issues with cr ew members, but the brusk stuff is easy to deal with.Things like not having enough crew members during a busy shift or rails out of a particular food or customer complaints. He says the scoop thing is to remain focused and to try and not let it get to you. He says that as a manager, he cannot let the stress get to him because he is the example to the crew members and must remain professional. However, once he gets home, he relieves stress by spending time with his family, specifically his 10 month old daughter, and playing ikon games like any typical potent in their 20s. Steve would like to reside with the company as long as he can due to the opportunities it has given him.His final goal is to be a District Manager for Mighty Taco, in particular the one for the new restaurants inauguration up in Rochester, where he is originally from. He therefore jokes and says that hell settle for being promoted to a General Manager position for now. general he really likes Mighty Taco a s a company and hopes to extend with them for a long time. I swarthiness Steve on Thursday, April 12, 2012 during an opening shift from 830am to 200pm. This is what happened while I was there Upon entering the store, the alarm was shut off and the ovens were turned on.From there the lights were turned on and he clocked into the system. At this point, he is the only employee in the store and arrived approximately 10 minutes before his shift started. The next employee didnt arrive for about 15 more minutes and he is the cook, hence the ovens being turned on. His next step is to goes into the office to check the manager logs for any of import information left by the previous shifts manager. This manager log, he informs me, includes any employee interactions and write ups, and any pertinent information like any cleansing jobs that have to be done today.He tells me that one of these clean jobs includes cleaning out the freezer, which is not done very ofttimes. From there he pulls a ll the paperwork and starts to go over any checklists, like the opening checklist. He gets the sales from the previous nighttime and how over or under it is from hope as well as the savvy yield and the cost of sales of food. With all that information written down, he past calls it in to his District Manager. The next thing he does is check all the emails for any customer complaints that came in overnight and anything that may have come in from the main office.Today in the emails, he received a complaint about missing an item on his order and he informs me that this is clean commonplace. The next big thing he does has to deal with the money in the safe. He made trustworthy that the deposit from the previous night is there and make sure it adds up. He also counted the change in the petty capital and called the verify with an order for more change. Once making sure that all the money is there, he then ensures that all of his other employees arrive before going to the bank. Once three more employees arrive, we go on over to the bank at about 900am to deposit the money and to get the coin order.Upon move to the store, he then writes down all the information about the deposit including the credit card log. He then faxed that information over to the office. After the money is situated, he then helped the crew members with setting up the line and making sure everything is in order for the morning. He set up the soda machines, and made fun of me for saying soda rather than pop, he filled up the food wells in the line for the employees and just went around eyesight what the employees essential help with. He did this until about 945am where he then puts the cash drawers into the register.I acquire him if he prefers to work on the line or to work in the office and he tells me hed prefer to be in the thick of things but he has to the his managerial duty. At 1000am, he finished the checklist and essentially opens up the store for the customers. Now the day form ally begins and it is quite interesting to see everyone working together in this environment. As soon as the store opens, a customer immediately comes in and I ask if this is a normal occurrence. Im told by Steve and the employees that more often than not, customers do not start showing up until closer to 1100am.Also at 1000am, another employee comes in and Steve immediately directs him to do a slew check, which he tells me includes sweeping and emptying the looking glass outside. At 1100am, two more employees show up and I ask Steve what is the role of all these employees. Because to me it seems there are a lot of employees but then again, I am not used to this line of work. As it stands right now there are 8 employees plus Steve and he tells me what each of their jobs are. There is a cook for the morning, but he last goes on to register or line depending on where he is needed.There are two employees on register up front, there are two employees on headset/cash-out on drive-t hru, there are two employees utilize to drive-thru line and two employees dedicated to the front counter line. The employees on line are broken down into wrappers and grill. I ask Steve which of these jobs he prefers to help out on and he informs me he prefers wrapping on the front counter line. He also then informs me that when the lunch rush happens at 1130am, that I need to stay out of everyones way. I can only describe the lunch rush as being organized chaos.While it is extremely busy, Steve directed all his employees efficiently based upon their strengths and weaknesses. He helped out wherever he was needed and kept up morale and motivation by joking with his employees. The banter back and force is amusing but at the same time questions are being asked about appropriate conduct. For example, questions about what went on a particular taco were often shouted out as well as questions confirming what the customer wanted. still at the stores busiest moment while I was there, Steve kept his cool when dealing with both employees and customers alike.It seemed to me that everyone worked together efficiently in this environment, speech about a sense of teamwork. After the lunch rush was over, which was about 130pm, we had a moment for me to ask him some questions about his day. I asked him how he prioritized his responsibilities during the day. He explained that there are 5 priorities set by Mighty Taco customer service, cleanliness in customer area such as the dining room, cleanliness in the kitchen area in customer view, food grooming and food maintenance, and other cleanliness duties.He explains that anything he does end-to-end the day, he first takes into account the customers because he believes they are one of the most important aspects of his field. I then ask him how he decides who gets assigned to which job. He says its based upon their knowledge, expertness level, time allotment and willingness to learn. He says that employees that are only there for a oblivious time he more often than not will direct them to do a simple and quick cleaning or preparation job. I also asked him what is the most dangerous thing that has ever happened to him during his time as a manager.I got a startling response that I didnt expect. He started off laughing and saying that he was robbed at gunpoint one time when working at Pizza Hut. Apparently one night close to closing time, a man came in undermentioned an employee demanded all the money in the register. In this situation, one that he hopes no one ever has to go through, managers are taught to comply with any and all demands of the perpetrator. Procedure states that in such an event, the police should be called as well as the immediate supervisor and District Manager and the store should be shut down.Sadly the perpetrator was not found but no one was harmed, which is the main goal in a situation like that. On that scary note, the tailing was over and I thanked him profusely for allowing me to s hadow his job and told him I would contact him with any unless questions. Throughout this entire experience, I learned quite a bit of things. I have never worked in a management position before even though that is what my major is. prior(prenominal) to coming back to school I have only ever worked in the Accounting world, from being a book respecter to working in Accounts Payable.While I would still like to stay in that section of the business world, this experience has taught me the hard work that goes into management. I hope to take these experiences and use them to further my career after I graduate, hopefully getting a position as an Accounts Payable Manager. Steve Nadig left me with some reasoned advice for the eventuality of me becoming a manager of some sort which basically was to keep all my paperwork as organized as I can. He says thats his least favorite part of the job and he works hard on keeping all his paperwork in order.He also states that I should try to be as unb iased as possible, which I will take to heart because I know first hand what its like to have bias get in the way of a good management decision. Overall I found this to be a wonderful experience and Im happy for getting the chance to do so. Works Cited What Types of Behavior Indicate mutiny? Small Business. 21 Apr. 2012 . Mighty Taco. Mighty Taco. 21 Apr. 2012 . Dessler, Gary. Chapter 6 Performance centering and Appraisal. A framework for human preference management. Boston Prentice Hall, 2011. 174.