Human resource management of every organization

Human resource management of every organization

Human resource management of every organization has a role to play to ensure that professional training has been enhanced. Training of the employees ensures that these employees are equipped with skills and competencies that improve the services to the customers (Hartoyo et al., 2017). Employees working at a certain level are trained based on their role in their organization. Training contributes to the growth of the organization. In an organization like GengShiji, the employees are the ones who require training since they are the ones who highly interact with the customers in their daily activities. The organization, therefore, needs to come up with training programs that will equip their employees to offer quality services to the customers. The report will discuss the training needs that the management of the organization will consider. The details of the organization, such as task analysis, personal analysis and organization analysis, will be discussed by the report. The report will also provide recommendations to the organization that can be used to ensure competent employees.

Company Background

GengShiji restaurant I an organization that has offered its catering services since 1994. The company is located in capstan road in Richmond, and it offers mixed Chinese styles that include Shanghai, Cantonese and Szechuan. The core value of GengShiji that is guiding the role of the staff is to become the aspiring and dreaming restaurant in Canada that enables it to reach a huge number of customers around the globe. The restaurant is made up of a chain enterprise of cultural companies, farm companies, and design companies from Hunan. The companies have ensured to offer supplies to the restaurant so that the effectiveness of the services can be offered (Gengshiji, n.d.). The design that is used within the GengShiji restaurant is six double tables, two-eight person tables for consumers and six four-person tables. Customers are also allowed to choose a sharing-style that constitutes eight-person tables. The GengShiji restaurant is made up of two managers and twenty-one employees. The restaurant is known for the application of customer attraction strategies that have also contributed to the retention of potential customers.

Need Analysis Issues

An interview that was conducted with the vice manager of the organization, Mrs. Feng revealed issues affecting the company. It is noticed that there are serious issues that are affecting the services of the restaurant. According to this leader, the poor performance of the employees has increased conflicts between the customers and the employees. The customers have recorded that the attitude of the employees is terrible, and this issue is driving the customers away to the competitors. Replacement of the main manager is another issue that has affected the GengShiji organization as the employee has become reluctant. The other reason that is identified to have affected the performance of the organization is staff instability. The instability has been influenced by the addition of new employees that change the internal structure of GengShiji (Hartoyo et al., 2017). The new manager failed to understand the organization well, and he thought that bringing new employees was the solution. The new employees brought to the restaurant are not allowed to go through employee training that would familiarize them with the tasks and the culture of the organization. This is a reason that has increased the complaints of the customers. The GengShiji issues addressed need to be controlled before the organization loses to the competitors.

Importance of Issue

The issues mentioned in business have an important role that is used to ensure that performance is improved. Complaints of the customers GengShiji situation reflect the performance of the employees and the operations of the company. The competition of restaurants in the world is stiff and addressing the issue is significant. The issues are important in ensuring that the right procedures like staff training are promoted (Gengshiji, n.d.). The problem of customer complaints proves that there is a lack of professional training in the company, which is highly recommended for better results to be achieved. The loyalty of the customers should be maintained through human resource management to solve the issue. The managers should offer apologies to the guests first and then identify the cause of the incident to provide a solution.

Consult Stakeholders

In any process that is required in an organization, the ideas of the stakeholders are needed. In GengShiji, the stakeholders include the representatives of the customers, the managers and the investors (Gengshiji, n.d.). These stakeholders need to be consulted about the training needs of the staff.

Organization Analysis

the GengShiji organizational analysis is based on the strategic alignment, the working environment, resources and training. The report in the following manner discusses the analysis.

Company’s Strategy

The GengShiji organization strives to maintain a quality relationship with the clients through using the mission, vision and values. The achievement of the company’s goal is motivated by the need to improve customers’ satisfaction (Gengshiji, n.d.). The satisfaction of these complaints they are achieved through the decline of the complaints that are raised. The vice manager, the manager and the waiters include the levels of job in GengShiji company.

The waiter is the one who profoundly interacts with the customers, and therefore proper training is required. The waiters should, therefore, be trained on the quality ways of handling the customers.

Environment

The workplace environment is the other critical factor that is considered by the GengShiji to ensure achievement of the goals. In the company, health employees’ relationships are enhanced, and they are trained to treat each other like a family (Gengshiji, n.d.). Employees’ parties are held that strengthen the bond of the employees and the leaders hence the achievement of the goals.

Resource

Based on the resource issue, the management needs to consider the resources of expertise and time that will contribute to the implementation of the program. Time is of the essence since the company manager says the training would involve three trails for the employee to be hired. The training program consumes time, and hence the issue of time should be considered. The other resource that can be considered by Gengshiji is expertise (Gengshiji, n.d.). The restaurant accommodates a large number of customers, and hence the iPad ordering system is needed. The company, therefore, needs to hire employees who can handle these systems.

Training Transfer Climate

the organization also offers training transfer climate in which those in training can put on hold their sessions to meet the needs of the customers. This strategy can be acquired during the busy days of the organization, and the new employees need to be helped to familiarize themselves with the meals and the tables. The newcomers who get into the training programs and they are interrupted by the busy days increases the rates of complaints (Gengshiji, n.d.). This training transfer climate has served to promote the growth of Gengshiji. The organization analysis has contributed to the management of the company to promote customer satisfaction.

Task Analysis

The main target in this project is the waiter whose daily activities ensure the satisfaction of the customers (Waiter n.d). The job descriptions of the waiter include:

Ensuring the satisfaction of the customers who come to Gengshiji

Greet customers and offer them the company’s menus

Take customers’ orders of the foods and drinks

Arrange tables settings according to customers’ requirements

Communicate and corporate with the kitchen and serving staff

Keeping the tables clean and tidy always

Adherence to the health rules and regulations as they serve the customers

The job description, therefore, requires the waiters to have the necessary knowledge and skills that can ensure satisfaction. The waiters focus on using positive language on their customers to attract the loyalty of the patients (Waiter n.d). Vigorous training is therefore needed to ensure that the achievements are attained. These issues are affecting Gengshiji because there a lack of vigorous staff training for the employees.

Personal Analysis

The personal analysis focuses on the traits of the waiters who serve the customers that include confidence and good memory. During busy days, waiters need to be able to memorize the orders of many customers who visit the restaurant for services. Also, the organization hopes that a waiter can establish healthy relationships with the consumers. The vice manager provided information due to lack of training of the employees; some tasks mentioned above have become difficult for them. For instance, the waiters bring the wrong orders to the customers hence increased rates of complaints.

Lack of training in Gengshiji has increased mistakes since the job requires the individual to be detailed to improve performance. The organization lacks systematic training with enough time to instill skills and knowledge requires for quality performance. Training has also been associated with building confidence and a healthy relationship. The employees of the organization lack proper training that would enhance their confidence for better results.

Non-training issues

There are situations in which employee employment is not needed to improve performance. Gengshiji is mostly comprised of full-time students who are just working to pass the time as they hope to graduate after their completion of studies. The restaurant also has international students whose commitment to the job is defined by the visas (Gengshiji, n.d.). The issue is not a training issue since the employees are not long-term waiters for the company. Once they graduate, they may not consider the particular firm as their future employer. These employees are not motivated to continue working for the organization, and hence there is no need to waste company resources for training.

Training Needs Outline

Training Objective

The primary goal of the training is to equip the waiter with the necessary skills, service to customers, and building confidence.

Designing a training program

The training program requires the allocation of enough time for the fourteen waiters of the Gengshiji restaurant. The annual schedule of the training program is also determined through proper design. Facilitators of these programs should be skilled and knowledgeable to ensure that the waiters are skilled for the job.

Request Proposal

The waiters’ training requires more experience and time to enhance the memory of the details. Based on this information, a request proposal is not required by the management of the Gengshiji restaurant.

Training Context

Evaluation plan required to determine the success of the training program. The management of Gengshiji also requires the evaluation of the customers who can provide feedback. The motivation of the employees is required to enhance enthusiasm and promote the satisfaction of the customers. The current situation of Gengshiji does not require fixed training methods for the waiters.

Training Methods

A detailed document is needed for each employee to learn about the job. Regular checkups on the performance of the employees should be considered to ensure that the employees adhere to training. Also, there should be set programs that can help the new employees to understand the roles and responsibilities of the job they are hired to perform.

Conclusion

In conclusion, the Gengshiji restaurant should ensure minimized complaints and optimized customers ‘satisfaction. This goal can be achieved through the implementation of the training program. The issue is that the management has accepted lower satisfaction of customers through accepting customer complaints. The complaints of the customers should motivate the training program. The reputation of Gengshiji is highly affected, and the training program is essential. The training program, as mentioned, helps in building the confidence of the employees and enhancing the customer-employee relationship. The training program will reduce complaints and enhance effectiveness. The loyalty of the customers is then enhanced ensures the attraction of new customers and retention of potential customers. Gengshiji needs to achieve the goal of becoming a dream restaurant in the world. Knowledge and skills are critical to the success of the company, and there is a need for the stakeholders to support each other. In coming up with the training program, there is a need to come up with an effective training needs program for the staff.