Milestones: Action and/or Objectives
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CoffeeVille a family owned and operated café in Melbourne has been experiencing a steady growth in its sales and the number of customers it services. To keep up with this growth, the organization seeks to recruit a second floor manager who will help aid the organization to effectively handle its growth. The second floor manager will need to be able to handle customer complaints, take charge of higher level operations in the café and the management of staff operations. He/she will be responsible for aiding the current manager Joe Beflone who works only for four days a week. To capitalize on the growth, the café’s owner ( Emma and Rufus) seek to increase its days of operation from the current five days a week to 6 days a week. This means the café will operate from Monday to Saturday and as such the new manager should be able to work for the 6 days. The owners and Joe all have their own specifications on the skills that the new manager should poses. However a key commonality between their requirements for the new manager is that he/she should have the qualifications that are necessary for the management of a small business. It is also noted that the owners and manager have different opinions with regard t how they will advertise for the position. Emma prefers that advertisement for the position be conducted through word of mouth and on the shops window so as to keep the cost of advertising low. Rufus prefers getting applicants through referral programs and Joe would prefer advertising for the position in the café’s Facebook page. It is also evident that the three have varied opinions with regard to the recruitment and interview period. |
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Milestones: Action and/or Objectives |
Time Required |
Person Responsible |
Budget and/or Resources (where applicable) |
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Standardize and prioritize the recruitment requirements of Emma, Rufus and Joe |
1 week |
Recruitment agent |
Excel spreadsheet to list the different requirements for the position |
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Create an advertisement for the position containing the standardized requirements. |
3 weeks |
Recruiting agent |
Computer |
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Post the advertisement in a suitable medium for the target applicants |
2 weeks |
Recruiting agent |
<$500 |
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Set interview dates for the applicants |
1 week |
Recruiting agent |
Scheduling tools |
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Recruit a new manager that fits the requirements |
1 week |
Owners |
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Appendix 3: CoffeeVille job description template
Job title: Floor Manager
Salary: The salary for the position is $24.50 per hour for a full time work week of 38 hours. This makes the total weekly salary $931.
Hours: The manager is expected to work full time work week of 38 hours
Location: Melbourne
Reporting relationships: The second floor manager will report directly to the first floor manager and the owners of the establishment. He will ensure that good customer relations are maintained and that there is a good relationship between the staff members at different levels of the organization.
About CoffeeVille: CoffeeVille is a family owned and operated café that is located in Melbourne. The café’s objective is the provision of quality food and fair trade coffee at the pace of the city. From a analysis of the facts on the company it is evident that one of the primary values of the company is the provision of high level customer service. The organization also has a customer centered organizational culture in which it seeks to satisfy the needs of the clientele base.
Purpose of position: The position on offer at the café is that of a floor manager. The purpose of this position is the management of customer complaints, assumption of the responsibilities for the higher level operations at the café and the management of staff performance. The responsibility of managing staff performance and customer complaints will help the café to attain its objective of expansion. Highly satisfied customers will result in an in increase in the clientele base of the organization thereby allowing for expansion of the café.
Responsibilities and Duties
Responsibility 1 – To serve as the lead customer service contact for the café and take charge of answering customer questions, welcoming customers and other communication matters within the organization, the new manager needs to have effective customer communication skills that will enable him communicate effectively with the customer base..
Responsibility 2 – To order for any supplies that will be needed by the organization, the individual needs to have effective knowledge of Microsoft excel and inventory management.
Responsibility 3 – To effectively manage and motivate the staff working for the organization, the individual needs to have leadership and management skills that will enable him or her organize the workers. The leadership and management skills will also be required if the individual is to be able to maintain the organizations inventory and manage vendors
Standardize and prioritize the recruitment requirements of Emma, Rufus, and Joe
Responsibility 4 – At the end of each week the manager will need to conduct an inventory check of the available stock so that he can be able to effectively manage the inventory at the café. He should also ensure that the workers clean and organize the café at the end of every business day.
Academic and Trade Qualifications
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Essential e.g. Certificate in Office Administration |
Desirable e.g. Advanced Excel course |
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Certificate in management Certificate in office administration |
Advanced knowledge in Excel course Certificate in Communication Certificate in conflict management Training as barista |
Work Experience and Skills
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Essential |
Desirable e.g. Experience working within a manufacturing environment |
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Minimum two years experience in staff management and one year experience in performance appraisals. 1 year experience in customer relations |
Experience working in a café Social media savvy Bilingual skills Experience in policy development and implementation |
Personal Qualities and Behavioural Traits
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Essential |
Desirable |
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Computer skills Written and verbal communication skills Ability to work in a team |
Attention to detail Ability to manage conflict within the organization Coffee preparation |
Appendix 4: Job Advertisement template
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Selected advertising channel/s |
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newspaper classifieds classifieds online |
café window |
café noticeboard industry newsletter |
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Reasons for selected advertising channels: The reason for selecting Facebook as an advertising medium is because it is cost effective and will allow the organization reach applicants from a diverse demographic. Individuals who are already employees at the café and those who are not will be able to read the advertisement in the Facebook page and in so doing get the opportunity to apply for the position. The use of Facebook as an advertising medium also allows for the organization to only target individual who are interested in the coffee business as they are the ones who are most likely to be linked to the café’s webpage |
Job ad – Café Manager
- Café Floor manager
- Melbourne
- $24.50 per hour
- 24 March 2018
- Growing together in the delivery of quality service to a diverse customer base
The role of a Café Floor management entails the is the management of customer complaints, assumption of the responsibilities for the higher level operations at the café and the management of staff performance.
The skills and qualification that are needed for this position include:
Ability to operate/ manage small businesses.
Performance management skills
Employee training skills
sales and customer service skills
sustainability and community building experience
ability to develop and implement café policies and procedures
ability to manage vendors and maintain inventory
ability to run staff meetings
excellent communication and interpersonal skills
excellent management and leadership skills
good organizational skills
an understanding of food and beverage operations
must be available to work four weekdays and Saturday each week
social media savvy especially with Facebook and Twitter
bilingual skills desirable (particularly Italian, Greek or Chinese)
Appendix 5: Interview guide template
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Job title: |
Café Manager |
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Date and time of interview: |
April 10th at 10 am |
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Selection panel: |
Emma Belcastran , Rufus Belcastran amd Joe |
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Applicant: |
Kenneth Baldwin |
- Each member of the panel should make notes (on a separate sheet) and score each applicant. Scores should then be added up and used when making a decision.
- The panel should also decide which questions will be asked by each member of the panel.
Scoring – applicant’s answers should be scored as follows:
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0 |
No answer given or answer completely irrelevant. No examples given. |
2 |
Some points covered, not all relevant. Some examples given. |
4 |
Good answer. Relevant information. All or most points covered. Good examples. |
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1 |
A few good points but main issues missing. No examples/irrelevant examples given |
3 |
Some points covered. Relevant information given. Some examples given. |
5 |
Perfect answer. All points addressed. All points relevant. Good examples. |
Weighting – questions can be weighted 1 (low importance) or 2 (high importance) to reflect their overall importance to the position.
Questions and weighting
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Question categories |
Questions
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Applicant’s responses |
Weight |
Score |
Total |
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Work history |
1. |
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2. |
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Education and training |
3. |
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Personality, motivation and character |
4. |
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5. |
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Total score (skills and knowledge) |
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Follow up questions |
Applicant answer |
Weight |
Score |
Total |
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How much notice do they have to give? |
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When can they start? |
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What is there expected remunaration |
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Total score (additional) |
Now give the applicant an opportunity to ask any questions that they might have and answer them
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The questions asked helps the interview panel to understand the expectations of the applicants, their skill level and the resources that they require to work effectively. |
Ending the interview:
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? Thank the applicant for attending the interview. ? Let them know what happens next i.e. when you will be making your decision and how you will be letting them know the results (applicants who have attended the interview should be made aware of your decision either way). |
Appendix 6: Résumés Résumé 1: Kenneth Baldwin
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KENNETH L. BALDWIN 2252 N. Main Street, Melbourne, VIC 3000, PROFILE A dynamic, results-oriented Cafe Manager offering focused leadership to drive sales and profitability in highly competitive markets. Consistently achieves performance goals through enthusiasm, tenacity and initiative, which complement knowledge/expertise in : o team building/staff training o purchasing/inventory management o quality assurance/control o rostering o facilities/safety management o customer service/guest relations o cost containment/control o policies and procedures development o continuous performance improvement o Noted for outstanding communications skills, both with customers and staff; resolve problems quickly and equitably to ensure happy customers and happy employees. o Staff performance management including annual performance appraisals o Intermediate Japanese conversation skills o Volunteer with Mission Australia – Refugee work migration program Computer skills: o MS Word, Excel and PowerPoint o POS systems including the Maitre’D POS system |
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EXPERIENCE THE FARM, INC., Broadmeadows, July, 2007 – Present o balance service with costs to ensure profitability o promote guest satisfaction to steady repeat business o coach/schedule servers to maximum levels of performance o monitor for consistent sanitation, food quality and presentation o purchase/control inventory with attention to budget guidelines o Contribute to store’s recognition as most profitable in 41-store chain, maintaining gross profit at 48%. Involved in special projects: o Initiated three-month in-house customer service contest for buyers, servers and hosts to effect continuous improvements in service scores. o Introduced a wine seminar for servers, strengthening knowledge of offerings, which dramatically increased wine sales. CHILI’S GRILLE, Forest Grove, QLD, August 2004 – July 2007. [Casual dining bistro; seating for 60; 22 staff Assistant Manager EDUCATION Victoria University o Food Science and Nutrition o Cooking and Dining Room Service o Café operations and management o Small business management o Staff management. |
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Résumé 2: Jenny Dubb Jenny Dubb 435 Gite St, Nuwamba, Northern Territory 0403 549 5454 PERSONAL SUMMARY I’m an enthusiastic manager with ambition, determination and a proven track record in running restaurants efficiently and profitably. I have extensive knowledge of the provision of fine dining, working practices, recruitment, training of hospitality staff to meet customer service standards, pay, conditions of employment and diversity issues. Now looking for a new and challenging managerial position, one which will make best use of my existing skills and experience. WORK EXPERIENCE Hotel Hilton RESTAURANT MANAGER April 2009 – Present Managing a high volume fine dining restaurant & improving all controllable costs thereby maximising financial performance. Also responsible for effectively managing and leading the restaurant team to provide excellent service. Duties: Ensuring the highest standards of food and beverage service. Ensuring Health & Safety including workplace hygiene procedures & standards are maintained. Responsible for recruiting, training & developing restaurant staff. Dealing with and resolving customer complaints. Liaising with the Head Chef to discuss and develop new seasonal menus. Overseeing client bookings & reservations. Organising the daily and weekly rosters for staff. Purchasing stock, supplies and negotiating best prices with trade suppliers. KEY SKILLS AND COMPETENCIES Strong motivational and influential people skills. Extensive and relevant knowledge of good food and wine. An eye for detail. Experience of managing people and driving business performance. Experience |
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Résumé 3: Jane FondaJane Fonda 75 Tisah Ave, Cambridge Gardens, VIC 3049 0454 454 444 OBJECTIVE PROFESSIONAL QUALIFICATIONS LEADERSHIP KEY ACCOMPLISHMENTS WORK EXPERIENCE AVAILABILITY |
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Carer Objective To further enhance my skills and develop a sales-orientated, high achieving team within a well-established organisation. Achievements Over 8 years of experience in café work in a high volume food environment. Sound knowledge of food costing and menu planning and food and beverage equipment and operations. Demonstrated ability to identify and resolve all conflicts within a team. Volunteer sustainability and fair trade consultant to Neknasi Coffee Growers Association. Understanding of different coffee grades. Available to work flexible hours including weekends and holidays. Excellent customer service and presentation skills. Demonstrated skills and knowledge in planning and running of effective café procedures. Proficient with POS systems and MS Office Suite. Awarded manager of the year three times in a row for outstanding team achievements. Proven track record in meeting and exceeding KPIs. Professional Experience Cafe Manager – Compass Group, Brunswick, Vic October 2008 – Present Oversees supervisors and servers in café to ensure efficiency and productivity. Trains new employees in managing café work and conducts improvement programs for employees. Reviews performance and provided counselling to personnel if required. Maintains stock and ensured optimal quality of food and beverage ordered and sold in café. |
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Monitors all customer complaints and initiated steps to resolve it efficiently. Prepares departmental schedules and payrolls for employees on a weekly basis. Develops and maintained cash control procedures. Ensures cleanliness in café area. Café budgeting. Assistant Cafe Manager – Starbucks, Melbourne, VIC August 2003 – September 2008 Coordinated with employees and customers and managed all complaints effectively. Developed strategies to achieve weekly and monthly targets. Developed customer loyalty program. Ensured optimal level of customer services in process. Monitored efficient resource use Maintained resources inventory Prepared records of monthly transactions and managed all finances for café. Cafe Supervisor – Tullamarine Airport Bar and Bistro, Tullamarine, VIC May 1998 – July 2003 Administered day-to-day activity of cafe and supervised efficient working of staff. Monitored café on regular basis and ensured compliance to all sanitation and safety standards for guests. Ensured optimal level of food quality at all times and determined food standards to be served to guests. Maintained an inventory of food products and ensured no shortage in raw materials. Participated in various meetings, analysed problems and recommended resolution. Performed regular checks on staff uniform and ensured compliance to manuals. Education Certificate IV in Training and Assessment (NMIT, 2011) Diploma of Hospitality Management ( NMIT, 2010) Bachelor’s Degree in Addiction Counselling (La Trobe, 2002) |
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Résumé 5: Leila HussainLeila Hussain 415 Stratford Park, Parkville, VIC 3001 0435 354 343, [email protected] Objective In search for an opportunity maximise sales, improve business operations and develop an effective team. Achievement Overview Strong knowledge of seasonal foods, fruits and beverages. Strong analytical skills. Active member Oxfam Fairtrade Coffee Campaign. Cultural and Education officer for the Victorian Somali Community Inc. Knowledge of industry and current market trends. Excellent management experience within the food and retail environment. Demonstrated capability to meet and exceed targets. Won best small business award for McJoe’s Café five years in a row, previous two years came runner’s up. Sound experience in training, mentoring and coaching staff. Developed induction and sales program for McJoe’s Café.
Professional Experience Cafe Manager, January 2004 – Present McJoe’s Cafe, Bar and Restaurant, Melbourne, VIC
Responsibilities Manage the daily operations and budgets for the cafe. Ensure all operations are consistent and precise in accordance with the cafe culture, policies and procedures. Provide world-class food quality and customer service. Recruit and trained chefs and waiters for the cafe. Performance management and skills-gap training. Devise and develop programs to generate sales and clients’ loyalty including induction program. |
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Devise and implement coaching program. Stock control.
Cafe Assistant Manager, May 2002 – December 2004 Responsibilities Managed apprenticeship program (6 apprentices). Provided high level of customer service at all points of contact. Was awarded best local team by city council.
Education Diploma in Business Management 2012 Certificate IV in Small Business Operations, 2010 Master’s Degree in Hotel and Restaurant Management, 2004 Bachelor of Hospitality, 2001. |
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Appendix 7: Employment contract template document outlines the terms of contract of employment proposed by CoffeeVille.
Name: Kenneth Baldwin
Position: Cafe Manager
Commencement date: 20th APRIL 2018
Location
You will be employed at:
CoffeeVille Melbourne
Hours of Work
38 hours
You will be provided with one of: a 30 minute meal break; or, two 15 minute meal breaks per day.
Responsibilities/duties
- Staff Management
- Staff Motivation
- Inventory Management
- Vendor Management
Supervision
The manager will report directly to the Café owners
Remuneration
The annual salary is $44,688
In addition, the minimum superannuation required by current legislation will be paid to the superannuation fund of your choice.
Wages are paid in arrears on the last Friday of each month into your nominated bank account.
CoffeeVille opens on several public holidays. You may be required to work on public holidays and will be compensated by payment at the rate of an additional 150%.
Leave
- Annualleave – As a < Full Time > employee, you will be entitle to pro rata annual leave based on four weeks’ annual leave per annum.
- Sickleave – As a < full-time >employee, you will be entitled to 10 days paid personal leave per year (pro rata) in accordance with the Fair Work Act 2009.
- Otherleave – You are entitle to unpaid parental leave and compassionate leave entitlements in accordance with the Fair Work Act 2009.
Notice period
The period of notice required from you to terminate employment with CoffeeVille is the same as the period of notice required of CoffeeVille to terminate your employment and is set out in the following table.
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Period of continuous service |
Notice period |
|
Not more than 1 year |
1 week |
|
More than 1 year, but not more than 3 years |
2 weeks |
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More than 3 years, but not more than 5 years |
3 weeks |
|
More than 5 years |
4 weeks |
Confidentiality
You shall not, except in the proper course of your duties during the continuance of your employment or after its termination, disclose to any other person or company, or make use for your own benefit, any secret or confidential information relating to CoffeeVille or the customers of CoffeeVille.
Upon termination of your employment, you will promptly deliver up to CoffeeVille or its authorised representative all property, for example, documents, record, papers, credit cards, lists, computer discs or tapes, which may be in your possession or under your control and which relate in any way to the business or affairs of CoffeeVille.
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