Business communication & development essay on: Gallery Restaurant

1. IntroductionGalley refers to a restaurant which has approximately 150 seats to dine in a canteen style ambience. This restaurant is situated on the top floor of an eight storied office building. In the year 2002, the Galley’s canteen had offered a buffet service which helped in order to serve the employees of that building. This restaurant had links with a shipping company & they used to serve the employees of that company. In an year, this was taken over by Lunch Box Ltd, where this organization took into consideration staff of Galley’s restaurant. The employees of Galley’s restaurant were provided with new set of terms & conditions. In the past one year, many developments took place including a cinema hall, sports complex, 30 office buildings, many private apartments (Parsa, Gregory & Terry, 2007).

Galley faced huge competition from the same & had also affected the market value of Galley’s restaurant.  The employees of that particular building wanted have their lunch at the other restaurants which led to a dip in the overall profit of the same. After many years of service at the Galley’s restaurant the service retired from the restaurant where Lunchbox had recruited many other employees as well. Lunchbox newly appointed manageress was Ms Jean Porter. Once she joined the Galley restaurant, many issues were being faced by the staff members of the cafeteria (Pryor, Taneja, Anderson & Singleton, 2008). The newly appointed manageress was approximately 10 years younger from all the staff members involved in the restaurant & hence, suffered from communication gap. The staff members had many problems with the rules & regulations laid by her, etc. There were many changes which she incorporated by her such as changes in the menu, morning breakfast, scrapping off the tea, no smoking zone, etc. She did an in depth SWOT analysis of the cafeteria in order to maintain cordial relation with the staff members as well as have a friendly environment.

2. Body

2.1 External problem:2.1.1 Competition: Food & Beverages industry have been on a rise for the past many years. In order to have an added advantage, Galley should have an in depth knowledge regarding their competitors in the same area. It has been mentioned above that, there have been many developments in the nearby area. Hence, three more restaurants & pubs have been developed (Parsa, Gregory & Terry, 2007). This has led to a change in the overall profit of the organization.

2.1.2 Location: Location also plays one of the most crucial factors in the demand for the Galley’s restaurant. Location refers to one of the major reasons why a customer gets attracted towards it. It is seen that, galley’s restaurant is located in the heart of the city & used to attract more number of employees as well. With the recent developments in the area, it has been that the target audience for the same has been divided. The profits for Galley have reduced majorly (Woods & King, 2002).

2.1.3 Trade union: Problem amongst the trade union would create major external issue amongst the organization. Any type of an issue amongst the trade union might create a problem in the smooth functioning of the restaurant (Parsa, Gregory & Terry, 2007).

2.2 Internal problem

2.2.1 Age barrier: One of the major internal problems being faced by Galley refers to age barriers. It has been mentioned clearly in the report that the 20 existing staff members were quite old & had many years of experience in the hospitality sector.  Since they were quite old in age therefore, were never ready to take up any type of advancements in the same. Once Ms Jean Porter was appointed, only then new advancements took place such as serving the customers with steamy hot snacks in breakfast, new dishes in the menu, etc.

2.2.2 Imposing rules: New rules & regulation were made by Ms Jean Porter. The existing employees at the restaurant were not at all satisfied with such type of rules. Ms Porter should not have imposed such rules & regulations even before knowing the existing employees of the company & how they would react on such type of changes.

2.2.3 Lack of trust: Lack of trust would also lead to one of the major internal problems at any restaurants. It is very important to have proper trust amongst the staff members. This would help to boost the morale of the employees.

2.2.4 Bad coordination: Bad coordination amongst the existing employees would also lead to one of the major internal problem. As new dishes have been added in the menu therefore, due training should be imparted to all the staff members at the restaurant which would help in order to maintain cordial relationship with one another.

2.2.5 Shortage of staff: Shortage of staff would also create one of the major internal problems at the restaurant. In order to attract more customers as well as serve them with best of the quality more number of staff would be required.

2.2.6 Lack of marketing: One of the major internal issues ay Galley’s restaurant was regarding the lack of marketing. Proper marketing should be done so that the profit levels should increase & they should serve more number of employees. Various marketing measures should be used which would help the restaurant in order to have a safe future.

3. Changes to be implementedChange management is part of every organization these days. In order to accomplish the long term goals, every organization has to take up various types of transformation & implement different policies. Change management refers to the type of transformation from the current state to its future state in order to enhance its productivity & efficiency (Sparrow &Cooper, 2008).

Each & every organization is affected by both: the internal & its external environment. However; the major impact is of the environment inside it. This internal environment can be anything ranging from strategy to people; from structure to process (Pugh, Skarlicki & Passel, 2007).

Similar was in the case for Galley restaurant. With a motive to be a leader in the years to come, various changes have been adopted. Various changes should be implemented in the Galley restaurant which would help in order to overcome as well as rescue the long term future of the same. Some of the changes which should be incorporated would be as under:

Þ     Work with existing staff members: It must be noted that, the organization should work with the existing staff members. They should first put them in their place & then determine the reaction to change (Parsa, Gregory & Terry, 2007). It is well stated that, the newly recruited manageress Ms Jean Porter, made various changes in quite a short span of time without even knowing the staff members quite well. She did not gave due time to know the employees as well as their reactions which might arise due to the changes in the organization (Lee-Ross, 2004).

Þ     Revise the updated working practice: Time to time revision of the work practice should be done. Effective communication should be used in the organization. This would help the organization in order to manage change in a well defined manner. This serves as a tool which would portray various growth opportunities given by Ms Jean Porter. This would help in order to inflict positiveness in the employees. The newly appointed Ms Jean Porter instead of only imposing the changes should have explained it to all the staff members (Parsa, Gregory & Terry, 2007).

Þ     Due participation of the staff member: The last type of change to be implemented would refer to due participation of the staff members. With the help of direct participation of the employees at the restaurant, the staff members would be able to work harder & in a much smart manner. Hence, it would be recommended that Jean should try to involve all the employees in strategic planning, etc (Woods & King, 2002). The employees working in the organization with quite a huge experience as compared to Jean Porter who is young would help in order to eliminate all types of barriers. Hence, participation of the existing staff members at Galley restaurant would help in order to mi9nimize the barriers & maintain cordial relationship with one another (Bolman & Deal, 2007).

            4. Acceptance to change:

According to Kirkpatrick’s model of change management, the four levels of the evaluation model should be taken into consideration. These four levels would be as under:

Þ     Reaction

Þ     Learning

Þ     Behavior

Þ     ResultsLevel 1in the Kirkpatrick’s model for change management would be Reaction. This level would take into consideration the various measures through which people or the staff members could be trained in a well defined manner. It would be quite important to measure the level of reaction & see how well it can help the audience in the near future.  Training would help in order to improve the entire organization & identify the various important topics which should be kept in mind (Pryor, Taneja, Anderson & Singleton, 2008).

Level 2 in the change management model would take into consideration the extent of learning. This means that how much the existing as well as the newly appointed staff members have learnt from the training imparted in level1. The various objectives or goals of Galley restaurant should be kept in mind (Bolman & Deal, 2007).

Level 3 of the change management model would take into consideration the behavioral levels. This means that, how the existing & the newly recruited members react to the changes taken place in the organization.

The last level of the change management model keeps in mind the results. This refers to the various outcomes which might come in future as well as turn out to be good for the entire business, staff members, etc.

The three other factors which should be taken into consideration would refer to Empathy, Communication & Participation of the employees in the decision making process.

Þ     Empathy: It must be noted that, the organization should work with the existing staff members. They should first put them in their place & then determine the reaction to change (Parsa, Gregory & Terry, 2007). It is well stated that, the newly recruited manageress Ms Jean Porter, made various changes in quite a short span of time without even knowing the staff members quite well. She did not gave due time to know the employees as well as their reactions which might arise due to the changes in the organization (Lee-Ross, 2004).

Þ     Communication: Fair communication strategies should be made which would help the existing members in order to maintain good or cordial relationship with the newly recruited manageress Jean. Since, Jean was newly appointed & was not familiar with the entire regime, the existing staff members should communicate it to the manageress. This would help Jean to formulate various strategies which would help them in near future (Woods & King, 2002).

Þ     Participation: The last type of change to be implemented would refer to due participation of the staff members. With the help of direct participation of the employees at the restaurant, the staff members would be able to work harder & in a much smart manner. Hence, it would be recommended that Jean should try to involve all the employees in strategic planning, etc (Parsa, Gregory & Terry, 2007). The employees working in the organization with quite a huge experience as compared to Jean Porter who is young would help in order to eliminate all types of barriers. Hence, participation of the existing staff members at Galley restaurant would help in order to minimize the barriers & maintain cordial relationship with one another.

Transformational Leadership:

In order to implement transformational change at Galley’s restaurant, Jean Porter should try to communicate as well as inspire all the members of the staff regarding the mission, vision, plans, strategies, etc of Lunchbox Ltd. This would help the entire staff in order to have an in depth knowledge & a wide view of the company rather than only a part of it. Jean Porter should act as a guide or a mentor who would help the staff members to develop, support & empower t5he entire team (Lee-Ross, 2004). She should try to organize various types of meetings on shift basis & take detailed feedback regarding the current status of the cafeteria. The staff members should also try to be a bit open with the new manageress. They should discuss the issues, problems, challenges which come in their way while taking up different types of decisions. This would also help in order to bridge the gap between Jean Porter & the entire staff of the restaurant. Jean might also organize various events, activities which might build team spirit, cooperation, within the organization (Bolman & Deal, 2007).

With the implementation of transformational leadership, Jean should work towards the desired changes which would modify the employee behavior & at the same time would also affect the various plans, policies, etc. Proper training of the employees to improve the various job methods as well as the operating techniques should be done. Jean has introduced different varieties of dishes in the menu, steamy hot snacks in breakfast; hence proper training methods should be used & given to the employees so that proper adjustment could be done. Jean should know her employees in a well defined manner & try to work with the group of elders or the employees who are highly respected (Kotler, 2007).

1. Conclusion

Hence, it could be concluded that in this report takes into consideration the various external & internal factors which are being currently faced by the Jean at the Galley restaurant. The various external factors which are being faced at Galley restaurant are the level of competition, location of the restaurant, trade union policies. The internal factors which are being faced at Galley restaurant are imposition of rules, age barriers, lack of trust, breaking of rules, attitude of the staff members, bad coordination, strength of the union, lack or marketing & pressure from the management.The various remedies such as implementation of change management tools have been incorporated by the same. This would help Jean to solve the various types of problems being faced at the restaurant. Applicability of the Kirkpatrick model of change management has been used. The four levels i.e. Reaction, Behavior, Learning & Results should be implemented in a well defined manner. This would help the Galley restaurant to overcome all the problems or issues being faced by the same. The other three factors Empathy, Communication & Participation should also be used which would help Jean to overcome all the barriers. It must be noted that, the organization should work with the existing staff members. They should first put them in their place & then determine the reaction to change. Fair communication strategies should be made which would help the existing members in order to maintain good or cordial relationship with the newly recruited manageress Jean. The last type of change to be implemented would refer to due participation of the staff members. With the help of direct participation of the employees at the restaurant, the staff members would be able to work harder & in a much smart manner.

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