This document discusses human resource procedures in hospitality businesses, including appraisal, grievance, disciplinary, and termination procedures. It provides details on these procedures from both the business and employee perspective using TGI Friday's as an example. The document also assesses the effectiveness of TGI Friday's human resource procedures in following relevant legislation regarding recruitment and selection, ensuring equal rights are followed. It describes how TGI Friday's recruits and selects employees of various ages, cultures and nationalities, showing effectiveness in both policy and practice.

1. HSFC
Unit 20 – Human
Resources in Hospitality
Assignment 2 (P3, P4, M2, D2)Appraisal,
Grievance, Disciplinary and Termination
Procedures in Hospitality
Colette GOULD 11153
2/15/2013
LO 2 – UnderstandRecruitment,SelectionandInductionproceduresinHospitalityBusinesses –
coveredinUnit6 – preparationforemployment - P3/M2/D1 and P5

2. Colette Gould,
Unit 20, Humanresourcesinhospitality,LDB
P3 - This assignment needs to be clearly set out in 3 parts; appraisal
procedures,disciplinary and grievance procedures,termination
procedures.
There are a lotof differentdisciplinaryproceduresinaworkplace whichare all putin place to
protecta businessandthe employee.Eachprocedure coversadifferentaspectof the workplace
whetherit’stodo withanargumentinside the businessbetweenemployees,notrespectingthe
workrulesand lawsor doingsowell inyouraspectof the joband is entitledtomore.Forthe
employeethere are proceduresinplace toprotecttheirhealththiscanbe physical ormental health.
Both of these are definedindifferentways suchas;physical healthreferring toa disease inside the
bodylike AIDSandphysical damage like cutsandbruiseswhereas,mental healthisknowntobe
depressionandmental illnesses.
Appraisal procedures (business perception)
Appraisalsare a business’swayof keepingstaff ontrack. Inmost organisationstheyhave aformal
processthat give employeesaregularreview withtheirline managerthiswill be once ortwice a
year.There are twodifferentnamesforthistype of process;appraisal systemorperformance
review.Eitherwayitoperatesinthe same way.Appraisalsare putinplace as a way to accessand
reviewthe workperformance of the employee andidentifystaff developmentandtrainingneeds.
The way thisisfollowedoutisthe employee will fillouta formthat will identify; areastheyhave
done well since the lastreview,areastheyhave improvedsince lastreview andanyweakareasthey
wouldlike todevelopinthe future.Once thisformiscompletedascheduleddate willbe arranged
withthe employeeandthe line managerata mutuallyconvenienttime forthe bothof them.The
lastreviewandrecentreviewwill be discussedinthe interview andthe mainfocuswill be the
targets/objectivesmeetandnewtargetswill be setinplace forthe nextreview.TGIFriday’sthey
have an appraisal systeminplace thathelpsthe businessimprove more andmore sowitheachday
as when,a newemployee startstheywillhave abuddyto helpthemintrainingandthentheywill be
there forthemfor theirfirstfewshiftstohelpthemthrough. Forthe businessthatsetsthemup
witha friendthattheycan turn to and learnnew thingsfromastheyget fittedinwiththe business.
Thissetsthe businessupforimprovementsand givesthe employeessomeone toturntoin a
momentof worry.Marriot have a buddysysteminwhichtheydothe same and thishelpsastheyare
investinginthe employee andshowsthe businesscare aboutthem.Ithelpsthe businessastheythe
newemployeeislearningfromanexperiencedemployee. Theydoalsohave pinsat TGI Friday’sto
give employeessomethingtoworkforand give thema little ‘hype’toshow off,etc.Thisgivesthem
a material piece of evidence toshowtheirworkisbeingobservedandnoticed.
Appraisals procedures (employee perspective)
For me workingat TGI Friday’sI neverfeltlonelywithhavingabuddywhowasso experiencedthat
theywere workingtowards apromotion.Itmade me feel comfortable andacceptedaspartof the
teamas I had to workalongside anotheremployee asateam.The trainingwascoveredtomaximum
eventhe little jobsthatwouldn’tbe doingnormallyIgottraininginwhichhelpsme gothe extramile
for otherteammembersnowadays.Italso,helpsme whenitcomestoaskingaboutsomethingIam
unsure aboutfor I can ask mybuddyif not himon the managersI have become familiar too.Every
nowand thenat work however,thereare some thingsIam unfamiliarwithwhichwhenI andan
experiencedmemberhave time we will gothroughitstepbystepto helpme outif not my buddy

3. Colette Gould,
Unit 20, Humanresourcesinhospitality,LDB
and they will helpme todonewthingsI mayhave neverthoughtabout.Also,whendoingmyreview
for the firsttime Ilearnta fewnewthingssuchas;my breakdownduties,myhandoverdutiesand
my set-updutieswhichIhave neverreallyeverthoughtaboutdoing. Havingmyreview andmy
buddyhas openedme uptonewcolleaguesI’dneverfindmyself talkingto at first.Havingmybuddy
it’shelpedme learnotherpeople’snamesandhavingsomanymanagersI know whoto come to
whenthingsgetontop of me and the managersI should turnto mainly.Soonenough,whenIhave
my nextreview the company maysee me improvingandshowingmyskillsalittle more andif a
vacanciesopensup I may be able to applyfora promotionlike mybuddywhichcangetme a little
more excitedandwillingtoshowmyskillsandability.Although,Ihave workedatTGI’s for3-4
monthsand have onlyjustgota “WOW” pinto show my abilitythroughoutone of myshiftsitmade
me feel alittle goodinside aftercompletingmyreview andknowingwhatIneedtoimprove toreach
expectationsof the workplace. Ihave however,hadagrievance withinthe workplace asa grievance
isa disagreementbetweenemployeesme and2 otheremployeeshada disagreementandIwas
unhappyaboutthe way itwas put.My dutieswere changedandIhad to doextraand I was happyto
do thishowever,Iwaspesteredandconstantlyremindedme like Iwasinprimaryschool to do
somethingthatIknewI had to dobut I was prioritising.Itookitup to the managerand the way they
resolvedthiswastohave a meetingwithbothemployeesseparatelytohearbothsidesof the story
and thena meetingwithbothpresent.Bydoingthiswe gottodiscussbothsidesandresolve
problemsafterwardsIwasto write awrittendiaryof what happenedthatdaywhich,wouldbe put
inmy folderatwork.There are manydifferenttypesof grievancesthatcouldoccurat TGI Friday’s
and anyworkplace andthere are differentwaysthattheysortthemout.There are extratraining
courses,meetingsandunpaidtime off.
Disciplinary procedure
A Procedure is Specificrulesandwaysthingsshouldbe done inacompanyto ensure the same
outcome andservice. The disciplinaryprocedureisputinplace to warnthat a jobis a privilegeto
have and that abusingthe policiesputinplace hasa consequence. The disciplinaryprocedure isin
place for the businesstokeepthemsafe withconsequencestoprotecttheirbusinessif employees
were totry and bendthe rulesof the business.It’stokeepthe businessrunning smoothlyand
withoutdisruption. Grievancescanbe overharassment,hoursof workor pay etc.and shouldtryto
be dealtwithinformallywiththe manager.These complaintsshouldbe dealtwithinformallywith
the managerbut if the situationpersistsagrievance canbe lodged. GrievancesatMarriotthave
includedharassment,hoursof work,racism, sexismandpay. The disciplinaryprocedureincludesa
verbal warning,writtenwarning,finalwrittenwarninganddismissal. There are differentactsinthe
contract that iswrittenupby the companyfor youto know what to expectfromthe companyand
whattheyexpectfromyou.It givesyoucontractedhoursso that there isno concernaboutthat
unlesssomethingistoohappenunexpected.There isalso,inthe contractstuff writtenupaboutthe
pay that youare to receive perhour,permonth,peryear.You can have a grievance aboutpayif,
youreceive alowerrate of pay,bonusesorlessfavourable termsthanamale colleague doingthe
same or broadlysimilarjoboryour employerhascarriedouta jobevaluationscheme andyourjob
has beengiventhe same ratingorgrade as a man ina completelydifferentjob. Andyouhave been
receivinglowerpayorbonusesor lessfavourableterms. And,yourjobrequiresa similarlevel of
skills,knowledge,andexperience toamale colleague whodoesacompletelydifferentjob.Andyou
have beenreceivinglowerpay,bonusesorlessfavourableterms.Thiscanalsorelate tosexism
grievancesthatcan occur inthe workplace. Grievancescanoccur if somethinginthe businessisto

4. Colette Gould,
Unit 20, Humanresourcesinhospitality,LDB
change or if there ischangesinthe attitude of the staff workinginthe company.For theycan affect
the employeesfeelingandthe environmentof the workplace. However,the Marriotthotel hasa
disciplinaryprocedure toensure associatesperformeffectively.Theybelieve thatcoachingand
counsellingare importantstepstoa well-rundepartmentandhotel.However,becausethe Marriott
have such goodvaluesfortheirbusinesstheywill nothave to follow outthese procedures asmuch
for theylookaftertheirstaff witheachemployee followingouttheirvalues andbusinessethics of
“to be the number1 hospitalitycompanyinthe world”aswell as,“putpeople first.Pursue
excellence.Embrace change. Serve the world.”And“Serve the communityandprotectthe
environment”Withsuchgoodvaluesandproceduresinplace tohelpthe businesswill runsmoothly
and lessdisciplinaryprocedureswill be taken. There ishowever,anappeal procedure forif youwish
to appeal againstanydisciplinarywarningordecisiontodismiss.Thisisdone inwritingandshould
applywithin5workingdays.Thiswill resultinameetingandafterthe appeal meetingyouwillbe
informedof the final decision.Thisisdone inall workplace companiesasitgivesthemachance to
be listenedtoandgivesall staff equal rights.Acas(Advisory,ConciliationandArbitrationService)
aimsto improve organisationsandworkinglifethroughbetteremploymentrelations. Acascouldbe
broughtin if a memberof staff wasbeingtreatedunfairlyorif there wasan accusationagainstthem
that theyfeltwasunfairor notpoliticallycorrect.The employeemayringAcasat any pointthat an
employeefeelspickedonornot giventhe bestchance to shine andtheywouldofferhighclass
trainingor advice forthe employee.Atthe Marriottheirpurpose of the disciplinaryistoensure the
business runseffectively.Coachingandcounsellingare offeredbutif thisisexhaustedthe manager
of the staff membersdepartmentwillproceedwithdisciplinaryprocedures. There issuchathingas
an employmenttribunal these are anindependentlegal bodyestablishedtoresolve disputes
betweenemployersandemployeesoveremploymentrights.The tribunal will hearclaimsabout
employmentmatterssuchasunfairdismissal,discrimination,wagesandredundancypayments.
There isalso,the Institute of Hospitality,foundedasthe Institutional ManagementAssociationin
1938. Thisisthe professional bodyforindividual managersandaspiringmanagersworkingand
studyinginthe hospitality,leisureandtourismindustry. HCIMA providesmemberswithdesignatory
letterswhichconferarespectedacknowledgementof anindividual'squalificationsandspecific
industryexperience.
Termination procedures
The terminationorcancellationof acontract signifiesthe processwherebyanendisputto whatever
remainstobe performedthere under.There are afew differentproceduresandpoliciesthatcan
come underthe terminationpoliciesforthere is;redundancycompulsoryorvoluntary,restructure,
dismissal andretirement.One type of termination;redundancythisisapolicythathappenswhena
companyfallsintorecessionwhichaffectsthe wholecompanyandthe employeesthatare
employedbyacompany. Whenit comesto redundancyeverymemberof staff have tosignforms
aboutbeingaware of the situationandfinancial situationbutcango onfor several monthsandthen
comesthrougha notice aboutbeingmade redundantandhave to signmore papers,butyou still get
paidfor helpingclose downthe store. Inparticularacompanyrecentlygone intorecession;
Birthdayswentthroughtheirpolicyanemployee wouldget abookletinthe post aboutthe
redundancyandinthisbooklet they getthe financial side of theirredundancy. Thistype of
redundancyisthe type that iscompulsory.The employee would have tofeel outthe bookletwith
questionsaboutpayandhowlongyou’ve workedwiththemandyousenditoff the time you’ve
workedand the rate of paycreatesthe how muchpay youget for beingmade redundant. There isa

5. Colette Gould,
Unit 20, Humanresourcesinhospitality,LDB
type of redundancythatcan be voluntaryforexample;saythere isanemployeethathasworkedfor
the companyfor a longtime and isclose to retirementtheymaywanttovolunteertogainanearly
retirementandgetpaidleave forthis.Thisisan easyoptionforthe companyto go downto reduce
numbersof employee’stogainbackprofitsandtheircompanyas it can sometimesfollow uptoa
compulsoryredundancy.
Although,Marriottstrivestouse redundancyonlyinthe worstcase scenario itdoeshowever,have
a termination procedure intheircontract of employment,they requiresnotice byboththe
employeeandMarriottthisis; 3 months= 1 week,3months, 4 years = 4 weeks,5yearsplus= 1
extraweekperyearof service upto 12 years.The definitionof dismissalis anofficial notice of
discharge fromemploymentorservice.Silverseacruisesdoessayintheiremployee handbookthat
dismissal maybe withorwithoutnotice dependingonthe circumstances,andmayoccur whetheror
not warningshave beenissued(Continuingfromthe disciplinaryprocedure).The employee willbe,
entitledtoappeal againstanydisciplinaryordismissal taken.Resignationisanact of resigningand
it’sa formal documentstatingone'sintentiontoresign fromthe job.
At SilverseaCruisestheyofferaresignationprocedure inwhichyou(the employee) canresignbut
have to do so by writtennotice thisisspecifiedinyourstatement.There is sucha thingat a work
place called“voluntaryresignation”forwhenacompanyneedsto cut downoncosts and needsto
getrid of staff theywill offervoluntaryresignationinwhich,youcouldtake upgetthe payoff you
have earnedor eventake earlyretirementwhenthishappens.Jobrestructuringis changingthe
workcontentof a jobso that the employee derivesgreatersatisfactionfromit.Itisaccomplished
eitherbyaddingmore tasksof similarnature (horizontal restructuring) orbytransferringtasksfrom
the nextlevel (vertical restructuring). AtTGIFriday’stheyhave a specificprocedure theygothrough
to complete jobrestructuringtheywill have managersinthe store andthe employeeswillbe given
leave some will have paidleave orsome canhave the choice to take holidaytime off insteadof
beingunpaidandnotworking.Theywill have differentmanagerstake shiftstolookafterthe store
whilstbeingrestructured.It’sastrictprocedure to make sure no dangeriscausedto employeesin
store.
M2 – assess the effectiveness human resource procedures together
with relevant legislationin a hospitality business.
This could relate to the recruitment and selection procedure, the induction
programme or whether the Working Time Directive is being followed. Ensure
you are making reference to a specific hospitality business.
Each businesshastheirwayforfulfillingthe effectivenessof the legislationbytheirproceduresin
place I say thisbecause Iworkfor TGI Friday’s& I have beenthroughthe proceduresinplace.In
each of the sectionsof legislationhave theirownproceduresforexample;recruitmentandselection
theyhave to be fairon the people thattheyemploy.The definitionof recruitmentandselectionis
the stepyou go fora jobwhen companiesare lookingforpeople tojoinorthe wayof narrowing
downfroma large groupto findemployees.However,legislationforthisprocedure doescome into
place to say that theymustbe fairon everypersonthatapplies.BythisIwill expressthe factthat
TGI’s are effective infollowingthe legislationonequal rightsbecause theydoemployee peoplefrom

6. Colette Gould,
Unit 20, Humanresourcesinhospitality,LDB
17 to 40 yearsof age.Theyemployee differentculturesanddifferentnationalitiesastheydonot
discriminate andthisshowsnotonlyonpaper butshowsthe effectivenessinstore.The reasonIsay
thisbecause there are differentage groupsineachplace of the store for example;atthe door, inthe
kitchenandon the floor.Bydoingthispeople of the publiccansee that theyfulfil the effectiveness
of theirproceduresof the legislation.
It isn’tjustthe legislationof Equal rightsthattheyfulfil the effectivenessof followingproceduresat
TGI Friday’s.Theyfollowthroughonmanyof theirproceduresasan employeeatTGI Friday’sIcan
tell youthisfromexperience.Theydon’tjustfollow outthe legislationactsbutalso,their
procedurestheyhave putinplace to keepstaff ontargetand enjoyingthe workenvironmentfor
example;the appraisal systemandthe progressionandpromotion. The reasonIsaythisbecause
whentheysayat the beginningof the worktheytell youthatyou are appreciatedandthe way they
showthisisby givingyoupinsforthe hard work youdo and thisisn’tjustthe same oldpinevery
time eachdifferentthingyoudoyoucouldgeta pinfor doingso.Theyare at the momentatTGI
Friday’screatinga differenttype of appraisal systemthatcouldincrease the happinessinthe
workingenvironment. ForTGI Friday’sthisyeartheyhave beengiventhe title of the 3rd
best
workingenvironmentinthe UK.Theyare actuallyworkingtowardsbecomingnumberone forthis
achievementbutare veryproudof the fact that theyare 3rd
bestin all the UK. At TGI Friday’sthey
alsohave meetingswithall managersandall staff groupssuchas; servingassistants/doorstaff,
waitingstaff,barstaff and kitchenstaff.Inthese meetingstheywill praisethe staff separatelyand
will encourage the staff thattheyare importantwandwill take anyideasfromstaff toincrease the
happinessof the environmentandthe staff inthe company.
Whenit comesto the progressionandpromotionthe companytake thisveryseriouslyIknow asI
was a newemployeefor2 monthsbefore the review forthe staff.ForthisI didn’thave muchto say
inthe reviewbecauseIhadn’tbeenworkinglongandwasn’texactlycomfortable atworkasI didn’t
knowmanypeople anditwas duringpeakseason(Christmas) Soitwasstressful andIhadno time
for myself.However,afterafewweeksIhada PIP(Personal ImprovementPlan) meetingtodiscuss
howI couldimprove andhowI coulddevelopmyskillsatwork.Thiswasveryeasyto do because
since the reviewIhadbecome more comfortable withmore people totalktoand come to know as
well asgot fasteras I became comfortable withwhatIhadto do. Theyhave also,whilstIhave been
an employeetheyhave promotedafewof the staff andhave givenmanypeople achance to have
more chance to showthemselves.Ithelpsthatthe staff have an opendoorto the staff and you can
be completelyhonestwitheachotherif youhave a problemwithothermembersof staff oreven
have a problemwithwhatyouhave to do.
However,whenitcomestothe inductionprocedure Idofeel the companycouldimprove whenit
comesto this.I saythis because atTGI’s theyare currentlyemployingalotof new people andIfeel
theyare notgoingto be settledastheynevergettoknow the people theyare workingwith.
Although,whenitcomesdown
to trainingIdo feel thatisvery
effectiveforthisissomething
theysucceedin. The reasonfor
thisistheyget an experienced
workerto trainthe new
employeeorevenjustthe new Apply Interview
OJE (on
job
exprience)
Starting
the job

7. Colette Gould,
Unit 20, Humanresourcesinhospitality,LDB
personontheir‘OJE’(on jobexperience) theywill be traineduptoknow the worksof the restaurant
fromone of the employeespointsof view.The procedure theyhave inplace atTGI Friday’sof;apply,
interview,OJEandthenif youget the jobstartingthe job.Dependingonwhotrainsyouon your OJE
doesdependonthe level of trainingyougetbecause the managersdonothave time forthistype of
thingand the bestwayfor a newemployee tobe trainedisbya memberof staff thatdoesthe job
theyneedtobe trainedfor.If theydogive a good interview theycanbe placedontheirOJE withina
week.The interview containsmanyquestionsthatgetthe goodside outof you.Theyask many
questionslike“Whatdoyou thinkof Friday’s?”“Whatis yourfavourite thingtodo?”“What doyou
do inyour free time?”these questionsare importantwhenyouworkforTGI Friday’sforstaff
membersmustgive the goodimpressiontocustomersandcreate a good vibe like it’sFridayevery
day.
TGI Friday’shave theirownwayof teachingtheirstaff aboutthe healthandsafetyatwork there are
manypiecesof papersyouhave to read afteryoudo the OJE and getthe jobthe managerwill spare
an hour afterthe OJE the weekafterandwill sitwithyouandgo throughit all.Theydo notjust have
piecesof paperyougo throughand readabout the healthandsafetyabout;Knives,personal
hygiene, wetfloorsignsandthe flagswe use toprotect our handsand armsfrom hot plates.After
youhave completedthe papersyouwill signandsayyouunderstandwhatisexpectedof youand
thenduringthe first2 weeksof yourshiftsyouare askedto complete the online activitiestolearn
more about healthandsafetyatwork.The online activitiesare justonline clipsyouwatchand
answerquestionsaboutyouwill dothisuntil yougetall the questionsright.Theyfollow this
procedure outby havinga disciplinaryprocedureif youdonotcomplete itforall that memberof
staff’sshiftswill be stoppedif theydonotcomplete it.Thisisveryeffectivefortheyare verystrict
aboutthe healthandsafetyof the restaurantand donot want to have tolost staff overit.Theydo
keepa checkon youeverytime youcome into check youare still attemptingitanddo like itdone
withinthe first2 weeksof startingthe job.
The foodhygiene procedure issimilarif notthe same as the healthandsafetyat workprocedure for
it all comesunderthe same online activities.The website tracksyourprogressandwithyourunique
loginyourmanagercan see your progressandyourweakareas to helpyouimprove.Withthe
servingassistantsbeingmainlyjustafoodrunnerandnot actuallypreparingfoodit’smainly
essential thattheyjustrememberthe keythingssuchas;personahygiene andwashinghandsand
jewelleryprocedures.The disciplinaryprocedure isthe same asthe healthandsafetyat workfor if
the online activitiesare notcompletedbythe first2weeksof startingthe jobyou can have your
shiftstemporarilystoppeduntil theyare completed.Theyare postersuparoundthe kitchento
remindpeople whattheyhave todoto keepupwithfoodhygiene proceduressuch as;washingyour
handsthe ‘TGI’s’ way.Makingsure youcleaneverypartof yourhands as well asforspecificseconds
because youshouldbe washingyourhandsevery20 minutesfor20 seconds.
Luckily,forTGI Friday’stheyhave manypeople withthe emergencyfirstaidatworkqualification
and theyare alwaysaboutbut the mainprocedure theyhave isto stopthe needof the firstaidthat
people are careful aboutknowingthe sectionof the restaurantthattheyare to care for.For
example;asa‘busser’ Iam responsible forthe bussingstandinthe kitchenasit isnextto the
glassware washerIam foreverhavingtomopup the floorandmakingsure that there isa wetfloor

8. Colette Gould,
Unit 20, Humanresourcesinhospitality,LDB
signand that the mat isin place to preventpeople slippinglikeIdida few weeksback.Asnotonly
didI hurt myself Ididalsosmash11 glasses.There isa firstaidbox in the office thatsometimesis
forgottentobe restocked.Butno matterwhat theyare alwaysmakingsure accidentreportforms
are alwaysbeingfilledoutaftereveryincident.Theydomake sure thatyouare sure you haven’t
done anythingseriousandtheyalsolookafterthe employee incase of majoreventsthattheydo
have the time off theyneed.Forexample;whenIdidfall IphysicallyfeltlikeIcouldworkthe next
day andtheydidget itcoveredforme as I gave thema day notice whichwasn’tasmuch as they
probablywouldhave likedbutenoughforthemtogeta cover.Theydo try theirhardesttogive full
effectivenessontheirfirstaidproceduresforitsimportantespeciallyinarestauranthowever,they
are verystrictwhenitcomesto the pointof beingsickforit’sa majorinfluence oncustomerswhen
theycan physicallysee amemberof staff doesnotlike rightinthe face andare a bitpale.Theysay
that a memberof staff can onlycome in 48 hoursafterthe lastoccurrence of the employee being
sick.
Disabilitycomesasaveryseriousoffensewhenacompanydoesnotfulfil apersonwhoisdisabled
needs.TGI’sdohave trainingon thisspecificactfor it’simportantthat a memberof staff doesknow
howto deal withpeople whoare disabledwhetheritisa mental orphysical impairmentthatmakes
themdisabled.TGIFriday’sdoofferamenuspecificallyforblindpeopleasitisdone is brail.And
theyalsohave ramps that make itaccessible towheelchairs.They’re manytablesthatare accessible
by wheelchairsandcrutches,etc.However,the onlywaytogetto the upperdiningorthe bar isby
stairsso thisarea couldbe improvedtomake itmore accessible forthem.The trainingforthe
disabilityactisalsodone online alongwiththe foodhygieneandhealthandsafetyatworkand if not
completedwithinthe first2weeksof startingthe job.
TGI Friday’scouldimprove whenitcomestoworkingtime directive fortheydoputa little pressure
on the full time workersforthere wasanargumentinthe kitchenalittle whileagoabouta few of
themdoingso muchovertime theyare workingthemselvestosicknessandone of themwassick.It
couldbe developed sothattheydo passsome of the workto the part-time workerssothat there is
lessstressonthe full-timeworkers.Recentlytheydidhave toemployee newservingassistantsas
theyhave become lowonworkersthatcan make itto the shifts.Asmanyhave otherjobsor are full
time workerselsewhere orevenatcollege.However,theyare givingthe contractedhourstothe
staff memberssothat none are missingoutandare givenequal andcontractedhoursthat they
were promised.

9. Colette Gould,
Unit 20, Humanresourcesinhospitality,LDB
D2 – analyse how human resource policy and procedures could be
improvedin order to increase the effectiveness ofa hospitality
business.
You may wish to discuss the appraisal system that could possibly better
motivate staff, or ways to motivate and encourage retention of talented staff
or how to improve customer satisfaction. You should also be aware of the
negative consequences of changes in procedure like insecurity for staff, pay
linked appraisal can be divisive and burdensome for management.
TGI Friday’shas overfourthousandone hundredandfourteenmembersof staff workinginthe
businessandhasrecentlyappearedinthe Sundaytime top100 bestcompaniestowork forat 3rd
best.Although,thisistrue andhas the bestvibe andbestmotivationforitsstaff beingone of the
happiestplacestoworkforthere is alwaysspace toimprove. Ihave alreadymentionedplacesin
whichtheycouldimprove inthe paragraphsabove forno companyisperfectandcannot give more
to theirstaff withstaff givinginreturnforthisappreciationfortheirwork,time andeffort.
I believeasanemployee of TGIFriday’sthere isanarea that has beenmentionedtome once or
twice nowand hasbeenplayingonmymindfor a while thisisthe uniformatTGI Friday’sas a new
employeealongwithone otherwe have differentT-Shirtstootheremployee’s.Withoursbeingread
and blackwiththe TGI Friday’ssymbol onthe topleftof our T-Shirtandon the sleeve.Allthe other
servingassistantshave redandwhite strippedt-shirtsthathave kind of fadedintomore of a white
and pinkstrippedt-shirtanditdoesn’texactlygive off the freshandcleanlooktothe customers.On
top of that, itdoesn’tgive usthe unityfeel tothemthatwe are a familyandall the same workingas
one.So one thing thatcouldbe improvedtoincrease the motivationinthe restaurantaswell as
givingthe companya betterlookandmore effective lookof the equal rightspolicybygiving
everyone the same t-shirtsif notanewuniform.Although,thisisonlyasmall improvementitcan
give thema little headstartonshowingthe customersthattheyare welcomingeveryone andeach
isequal.To showthat theyare followingthe policiesbyputtingthisprocedure inplace sothatequal
rightscan be seeneasilyandclearly. Formanypeoplehave asked“whyhave yougota differentt-
shirtto me/everyone else?”It’slike Idosomethingcompletelydifferentandwhenit’sjustme and
anothernewservingassistant‘bussing’tablesit’slikeit’sjustthe ‘bussers’uniformwhenwe are just
the same as all the otherservingassistants.Inretrospectgivingall the servingassistantsnew t-shirts
all the same it will give usmore unityandgive the customersandothermembers of the publicafirst
impressionthatwe all workcloselytogetherandthateveryone isequal.
Although,there isause of pinsinTGI’s that representthere appraisal systemanddifferentthings
youdo and achieve differentthingsatworkbycompletingadifferenttheoryof TGI’stheyhave
manydifferenttypesof theoriessuchas; The “Plus,Zeroand Minus”Theory,The “Employee Cloak”
Theory,The “Best InClass”Theoryand The “Oyster”Theory. The reasonI mentionthese theoriesis
because these theoriesare whatmake TGI’sa betterplace andif the staff follow themcancreate a
rewardfor them.Although,theydoalreadyget50% off theirfoodat TGI’s for themand3 others
theydo appreciate abitof appraisal at workforwhat theydo forthe company.This iswhere the
Theoriescome intothe appraisal systemforthe “plus,zeroandminus”theoryputsemphasisonthe
importance of eachand everytransactionwitheachguest.Eachtransactionleavesanimpressionon
the guestand fallsintothree categories: -

10. Colette Gould,
Unit 20, Humanresourcesinhospitality,LDB
Plus= A plusisa “WOW” and the guestwill tell friendsaboutthe greatexperience.
Zero= Nothingbadhappened.“Will Igoback – maybe”.
Minus= Whena negative transactionoccurs,i.e.noone apologised,managerwouldn’tspeakto
themetc.,the guestwill tell friendsaboutthe badexperience.
Obviously, the successof TGIFriday’sdependsonthe ‘pluses’.Theirbestadvertisementisbyword
of mouth.Thistheoryishowyougain a “WOW” pinforsuccessof havinga perfectshiftwith
complimentscomingbacktothe managerand to othermembersof staff.Whichcan motivate staff
however,Imustsaybeingthere for6 monthsnow I have onlyreceivedone “WOW”pinandit
doesn’tmotivate me todoany bettertobe fair.Anideatheycouldbringincouldbe endof
month/yearbonusestoencourage staff togetthe bestsellingormake the mostsales.We diddo
prizesduringChristmasforthose whosoldthe mostof the bestproducteveryday.Andpeople did
findthisfunbut,it wasonlyseasonal.If theywere toohowever,dothisbutmonthlyoryearlyfor
those whoworkedthe hardestforthe companyand that theysaw improvinggreatlyovertheirshifts
it couldmotivate the staff alittle more andgaina little more forthe company.WhenI say thisI can
thinkof a con forthisideaas it can create stressfor employeesthatmaynotbe so skilledorwell-
trainedor evenjuststressedfortheymayhave a lotgoingon outside of work.Soanotherwayof
increasingteamworkandmotivationlevelsinthe workenvironmentcouldbe tohave nightsoutor
mealsoutto bondthe staff togetherandgive themachance to getto know each othera little
better. Itcan also create a betterenvironmentinthe workplace notonlyforthe customersseeing
the team worktogethercloselybutalsoforthe employeestofeelcomfortable witheachotherin
askingforhelpor a hand or justin general.
Lastly, One lastthingtheycouldimprove alongwiththe workingtime directivegivingthe parttime
workersa chance to take onmore shiftsso thatthe shiftsare givenequallyandnotalwaysofferto
the full time staff thatare gettingsomuch overtime theyare gettingstressed. The lastthingisthey
couldhave a betterinductionprocesswhenitcomestothe physical trainingalthough,IfeelItrained
someone quite well andgave themsome good skillsIfeltasif I couldhave done bettermyself in
trainingherfor she nowhas to aska lotaboutother thingsshe doesn’tknow likefoodrunningand
desserts.Also,the factshe didn’tknowalotof people’snamesuntil afew weeksdownthe line.If
theyhad a personwhospecialisedintrainingorespeciallyhadanemployee thathadbeenwithTGI’s
for a while trainthe newemployeesupitwouldbe more comfortable forthe new employeeaswell
as more benefitingforthe companytohave membersof staff gettingthe righttrainingforthe job.
Especiallyasa servingassistantshouldbe able todoall;bussing,foodrunninganddessertswhereas;
I was onlytrainedinbussingandhowtouse the kitchenscreenthathelpsyouknow whatfoodgoes
to whattable.I do feel it’simportantforacompanyto have a strong inductionprogramme filled
withone on one timesandteachingtogive theman ideaof what theyare doingand thenmove
ontogettingthemto knowthe othermembersof staff.Asthe TGI staff are usuallyonshiftandwith
the restaurantopenwhentheyare trainingit’shardto do the job you’re supposedtobe doingand
traininga newteammembertothe bestof yourability.Sotheycouldhave an 2 employeesonfor
the day and theycouldtake turns in trainingthe new memberupitwouldgive the new employee a
chance to engage with2 differentmembersof staff andgetthemto engage inthose thatare close
workingwitheitherone of them. Foroverall,the trainingof the staff can improve the motivationof
the staff from the environmentgettingmore comfortable andthe knowledge of knowingexactly
whatto do and where toget the itemsyouneedfrom.Also,thiscanimprove the customer

11. Colette Gould,
Unit 20, Humanresourcesinhospitality,LDB
satisfactionforwiththe employee knowingall theyneedtoandwhatthe customerwantsand need
withoutaskingtheycanprovide thisforthe bestcustomerservice.
There are consequencesthatcancome aboutall these new ideasandchangesthatcouldbe
followedthroughthatcouldaffectthe companynegativelyasyoucan tell asI have mentioneditin
the above paragraphs. As I workat TGI’s I can tell youpersonallythatIdo notthinkthese changes
will affectthe staff workinginanegative wayfortheyare all comfortable withchange andwill not
disagree whenchange needstobe made aseveryone doesspeakaboutthe waysthe companycan
change and are quite oftenmentioningthingsthatcouldbe change forreasonsof disagreementor
incidentsthathave happened.However,Icansay that withthe appraisal systemof endof yearor
monthbonusescancause staff to become stressfultryingtheirbesttogive the bestservice all the
time andeventuallytheywillgetaggravatedandselfishandworkall forone insteadof TGI’sway
“Full handsinfull handsout” meaningwe all worktogetherandwe all are betterforit. Sothere can
be so many upsand downstoeach change but there are alwaysgoingto be otherwaysin whichthe
companycan improve andthere isalwaysspace to improve especiallywithacompanylike TGI
Friday’s.