Accounting assignment on: Build and Maintain Relationships with Small Business Stakeholder

Assessment 1

The definitions of Small businesses vary across the globe according to their size, stature and operations. In Australia, a small business is that one which employs less than 15 employees; in USA the no. is 250 for upper limit while in Europe it is 15. For this business paper, my pick is a small restaurant based in Sydney, named Tetsuya’s. This restaurant operates under the umbrella of food industry of Australia. Its founder Tetsuya Wakuda is one of the most reputed and influential chefs in the world (Madridfusion 2011). The restaurant itself is consistently ranked among the 50 best restaurants in the world over the years (Restaurant Magazine 2012). It’s been operating for the last 23 years with its inception back in 1989 from a Sydney suburb named Rozelle (Tetsuyas 2012).The list of key stakeholders of a small restaurant includes suppliers of food items, the bank which has granted the owner loan, staff, local authorities and finally the all important customers (Lister, J. 2012). Expectations of all these stakeholders vary significantly from each other. The bank would like the restaurant to repay the loan as quickly as possible, local authorities will expect the business to comply with all the stipulated rules and regulations of the society, suppliers will hope for good business on restaurant’s part so that demand for their supplies surge, staff would like to have good working conditions and decent pay and customers, excellent food and marvelous ambience (Evans and Sawyer 2005).

In order to forge better relationships with key stakeholders, better communication practices must be employed by small businesses. These communication techniques may include informal meetings, telephone networking, direct mails, and e-mails, annual or half-yearly formal meetings. A recent internet advent named social media is too getting a lot of popularity among people of various age-groups and working professionals. Websites like LinkedIn and Facebook are the main torch-bearers of social media in today’s information-starved world (Evans and Sawyer 2005).Legal and official matters are of main considerations for every business. At Tetsuya’s, the correspondence with the local authorities as well as the bank is carried out with official letters. When it comes to addressing the cultural issues like managing the chefs from different nationalities or deciding on the cuisines suitable to customers from various places, informal meetings are held with all the chefs and employees of the restaurant. Codes of practice are an essential part of any business and provide an ethical framework for the work-force to imitate. Since it is an ideal and standard practice, a written manual has been crafted by Tetsuya’s senior chefs consisting of all rules and regulations. Changes regarding employees’ behavior and working atmosphere are always considered dynamic in nature and thus are addressed by arranging an informal congregation (Langtry 1994). As far as the breakdowns in communication are concerned, in small organizations, they can’t be concealed and are often resolved in a very amicable environment.Assessment 2

Tetsuya’s offers a lot of products which has been developed rigorously by its chefs over the years on the demand of innumerable customers. Apart from the exquisite Japanese and French cuisines it serves in its restaurant, it offers a number of in-house products which are available in all David Jones stores. The list includes following items:

• Tetsuya’s Black Truffle Salsa 80g
• Tetsuya’s Honey & Rosemary Vinaigrette 200ml
• Tetsuya’s Nori Vinegar 200ml
• Tetsuya’s Seasoning Rice Wine Vinegar 200ml
• Tetsuya’s Tasmanian Pepper Berry & Honey Vinegar 200ml
• Tetsuya’s Tasmanian Wasabi Mustard 180g
• Tetsuya’s Truffle Salt 100g
• Tetsuya’s Vinaigrette for Oysters 200ml
• Tetsuya’s Vinaigrette for Salads 200ml
• Tetsuya’s Sliced Soft Smoked Ocean Trout (Tetsuya’s 2012)

Tetsuya’s degustation menu is based on Japanese philosophy which emphasizes the use of natural seasonal flavors and complemented further by classic French technique that rely on employing the freshest ingredients possible for preparing the cuisines. Tetsuya’s also boasts of one of the finest wine collections of Sydney and they are available to customers on request to make a match with their dish (Tetsuya’s 2012).Coming back to organizational set-up of Tetsuya’s, it has a workforce of 60 employees (Paskin, B. 2012).  Since Tetsuya’s is a one-restaurant set-up and doesn’t have any other branch, the organizational hierarchy is quite small and comprises only few levels. All employees have been categorized in two divisions – Front house and back-house (WickFord 2012). They have one general manager who is responsible for managing day-to-day operations of Tetsuya’s and also takes care of hiring and training of new joiners. He makes sure that the business is compatible with all the legal compliances and reports directly to restaurant owner. Employees who are a part of front-house divisions take care of dining area and interact with the customers as well as back-house employees. Tetsuya’s has a food manager for front-house who governs all the servers/waiters’ activities. For the back-house activities, Tetsuya’s has an executive chef under which all the other chefs carry out their daily operations which include preparing various food items of the menu. Executive chef directly reports to Tetsuya’s owner. Then there are employees who take care of cleanliness duties and help decorate Tetsuya’s heritage listed 529 Kent Street, Sydney location (Tetsuya’s 2012). Organization’s Chart

Here is a job description of a server of Tetsuya’s:

a. PREPARE RESTAURANT FOR DINING by

Cleaning the restaurant premise and furniture

Setting up the glassware, silverware, china, napkins, and centerpieces

b. MAINTAIN FOOD AND RESTAURANT SAFETY AND SANITATION by 

Complying to effective management of utensils and food according to the guidelines of Hazard Analysis and Critical Control Point (HACCP)

Managing any work-related unforeseen accidents

c. INITIATE THE DINING EXPERIENCE FOR GUESTS by

Making them feel the ambience and serenity of the restaurant

Operating in a synchronized way with all the coworkers to ensure hassle-free operations

Maintaining a hospitable atmosphere

d. HELP GUESTS MAKE FOOD AND BEVERAGE SELECTIONS by

Handing over them the menu

Suggesting them the restaurant specialties

Offering them wine from a wide catalogue and answer their questions related to the list

e. SUBMIT FOOD AND BEVERAGE ORDERS TO KITCHEN AND BAR by

Taking down the notes about the order

Punctuating the requests made about dietary requirements

Presenting the list of orders to kitchen

f. SERVE THE MEAL by

Serving and staging the meal according to stipulated rules of serving

Serving wines and other beverages

g. MONITOR THE MEAL IN PROGRESS by

Tracking down the needs

Refilling the wine glasses and replenishing the other finished food items

h. CONCLUDE THE DINING EXPERIENCE by

Handing them over the meal check after totaling the amount

Settling the payment after accepting it

Bidding them over goodbye and making requests for coming back again (MyPlan 2012).

Job documentation – Sample 1

• Waiter will be responsible for presenting the menu to customers in a delicate manner.
• He will take care of meals and prepare the tables with all the linen, silverware and glassware.
• Take the guests to the tables and attend their queries.
• Give the customers recommendation about the restaurant’s exclusive offerings
• Hand them over the list of wines, recommend the most precious wine in the store and take down the orders
• Present the food and drink items according to the gentlemen’s rule i.e., start serving the older guests first
• Take care of the replenishments and refills if any of the food or beverages items go short.
• Make enquiry about any discomfort the guests are facing and resolve the matter gracefully.
• Once the customers are finished with the dinner, clean the table and arrange the billing payments.
• Accept the payment from the guests and escort them back to the exit of the restaurant.

The relationships between these stakeholders are of discrete nature and some of them are not interrelated at all. For example, the relationships between bank and restaurant’s customer or local authorities and the bank are completely unusual. However, they are linked in indirect way being Tetsuya’s’ stakeholders. It’s the owner of Tetsuya’s who maintains the flow of communication among various stakeholders.Formal lines of communication depend upon the organization structure. The channels of formal communication include downward communication, upward communication, horizontal communication and matrix (diagonal) communication. For an organizational structure that looks like pyramid, downward communication is the most followed up path of communication. Small organization comprising little workforce works on downward communication techniques like Big Boss’s orders and directives, supervisor’s coaching and counseling & disciplinary actions taken. However information requirements of stakeholders demand for more refined communication approaches which include formal meetings, formal correspondences with official letters, formally designed ethical codes and directives etc (People Communicating 2009).

An analysis of the communication techniques used at Tetsuya’s for communicating with the stakeholders gives us a notion that Tetsuya’s formal channels of communication are up to the task whenever the need of addressing the stakeholders’ concerns arises (Jenkins n.d.). Regular meetings are held with the bank authorities to check-out the latest developments in rules and regulations. Similarly employee engagement is another important issue which every organization needs to address. Employees are responsible for carrying out the operations of an organization successfully and help maintain the decorum and serenity in the organization. In this way, employee satisfaction guarantees customer satisfaction resulting in repeat sales (Langtry 1994). In Tetsuya’s, matters concerning to employees are resolved both formally and informally in a friendly atmosphere as having an owner of Japanese-origin calls for a typical family organization rather than a mechanic one.Suggestions that can be incorporated for bringing improvement in Tetsuya’s communication structure include establishing a less time-consuming and cumbersome communication mechanism as most of the formal channels of communication demand a lot of attention from senior management and very often, lead to distortion in communication (CAC 2009). In this way, Tetsuya’s can establish a healthy relationship with all of its stakeholders.

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