Recursos humanos

This essay will perform an analysis of the operations in a high profile restaurant that has been presenting an important decline in the quality of the service provided. The restaurant is locatedinside a five star hotel in the capital city of Australia. As the restaurant is considered high profile and regarding its location, this business must provide fine cuisine and excellent service,therefore, a deterioration of the service quality requires immediate reaction from the management team.

The decline in the quality of the service provided by the restaurant is caused by its employees, whohave taken for granted their performance. For that reason the human resources of the business have to be evaluated in order to identify possible problems and options for the manager to improve theservice. Analysing of the restaurant operations from a human resources and job design stand point will provide a set of theoretical tools to make a more objective view of the scenario and optimalsolutions for the issues founded.

The operations of a high profile restaurant in a five star hotel involve continuous interaction between front line employees, the wait staff, and the costumers. Manyrestaurants divide its operations into front and back line activities, being the front activities performed by the wait staff and the back activities by the Chefs and their assistants (Ingram & Jones1998). Each group requires different skills and personality types, usually front line are friendly and outgoing but independent minded, meanwhile back line staff is more skilled and team oriented.Therefore, managers should be completely aware of these differences within the restaurant staff in order to implement adequate policies to improve the service quality.

The service quality of a fancyrestaurant has to be remarkable, as the costumers that frequent these places are willing to pay extra money for a better service they expect high quality in the service. In order to provide a higher...