The Paticularity Of Staffing And Service Issues Business Essay

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In each and every organization in today's world has to be very particular regarding its staffing and service issues, as these are two focal points around which the profit revolves. In this report starts with the SWOT analysis of the Galley cafeteria and the implementation of the change by the manager and the over come of the change management.

In today's world three main things which matters the most is Empathy means listening, understanding and entering in other persons feeling to fulfil their needs, then comes Communication which is normally between the staff and the guest and the third is Participation which is also called team work. These three things matter the most when it comes to change management and organizing during the time of change.

Various author have given their point of views regarding coping with there three critical issues that is Empathy, Communication and Participation, and a summary of their views have been provide in these case study which gives a detailed view about how things fare in today's changing environment and how they can be managed effectively with ways given in this case study plus it also puts light on how with these three things an employees confidence, loyalty and determination towards doing a job can be achieved successfully so that he enjoys what he is doing and can contribute to the hotels profit.

This case study simply shows the way to proper staffing and infusing understanding in them and extracting more customers satisfaction as a result of their efforts plus increasing the interest of the employees in his work when the times are bad and the going gets tough as hospitality industry is not an easy one and requires effective planning for present and the future.

2. SWOT analysis

It is an internal and external part of the strategic planning process. Internals can be classified as strengths(S) or weakness (W) and externals are classified as opportunity (O) or threats (T), such an analysis of the strategic are referred to as SWOT analysis.

(By Graham, 2001)

As per the Galley cafeteria the SWOT analysis are as follows:

3.1. Strengths(S)

3.1.1 Brand name of lunch box

Since the Lunch box is well established and reputed company which is now handling the galley cafeteria by them and it as got many outlets in different places, so this gives the strength to the galley cafeteria.

3.1.2 Location

Since the galley cafeteria is located at the top most floor of the building which will create a good view and nice ambiance to the restaurant and will make the environment more eco-friendly to attract the customers.

3.1.3 Experienced manager and employees

Since the manager who has newly joined in the galley cafeteria had previously managed the other Lunch box operations. And also the employees with 20years experienced are still working in galley cafeteria, which already has the knowledge about the customer's likes and dislikes.

3.1.4 Existing infrastructure

Since the galley is situated in the 8 storage building where so many companies are working their where they will get more customer and also the local area is developing rapidly so there is a chances of making contracts to deliver foods to other companies.

3.1.5 Reputation of the Galley cafeteria

Since the galley cafeteria is well known to the people there is going to be more customer in the galley cafeteria to have food because the customer is familiar with the food, so the galley cafeteria is going to earn more profit.

3.1.6 Still holds the profit

Although the sales and profit has decreased but still the lunch box catering unit earns marginal profit. So this is one of the strength of the Galley cafeteria.

4.1 Weakness (W)

4.1.1 Lack of communication

While going through this case study there is no directly communicate with the owner of Lunch box because whatever the information was passed by the owner of the Lunch box company was reached only 20% of the information to the employees. So there was lacking in communication between the company and the employees in the galley cafeteria.

4.1.2Lack of co-ordination

Since the manager was newly joined to the company and she was 10 years younger than her employees, so whatever the changes that she has made was not respond by the employees. The staffs of the galley cafeteria are not flexible, since the staffs are having 20years experienced of the galley cafeteria, so the staffs are not agreeing the changes that she has made in galley cafeteria.

4.1.3Lack of motivation

Hence the manager has forced the staffs to agree to the change that she has made, and she couldn't motivate her staffs and make them understand of the present situation so the staffs are not responding to her, and the co-corporate was lacking because of lacking in motivation.

4.1.4Outdated resources

Since the galley cafeteria was opened in 1970 and the restaurant is still using the same technology from last 20years, so the outdated resource was the drawback of the galley cafeteria. The galley cafeteria has not come up with the new technology.

4.1.5Inability of staffs to implement the work

Here in this situation the staff acted resistive towards the decisions of the manager acting back in a hostile manner, so this was the major problem faced by the Galley cafeteria because the staffs of the Galley cafeteria won't be able to face the competition.

5.1 Opportunity (O)

5.1.1 Development of local area

Increase in market will obviously provide staff competition to the galley cafeteria as other competitors in the market will obviously try to increase their revenue by attracting customer to their restaurant so with the increase in the growing market the galley cafeteria can push them self towards a more bigger competition.

5.1.3Food court in multiplex

If they are catering in multiplex it is going to be a very good opportunity for the galley cafeteria, since the company is well known to the people and the foods are familiar by the customer so the customer can easily come and have food from them.

5.1.4 Changing environment

Environment effects a lot when it comes to providing opportunities, environment changes are basically the trend setters in the market, environment in the market decides the opportunities. Changing in environment is going to be very good business opportunity for the galley cafeteria.

5.1.5 Diversification

The is very good concept for the restaurant to change the environment, the galley cafeteria can open up new concept like disc so to attract more customer to earn revenue and it is going to very good opportunity to make profit.

6.1Threats (T)

6.1.1 Competition

Competition is a real threat for the galley cafeteria as other contenders in the market since now markets are opened and they will surely try to divert the customers of the galley cafeteria by adopting certain market strategies so that they can increase their profits.

6.1.2Trade union

Since the trade union was involved with the company so if there is any problem faced by the employees and if the employees are not happy with the company and complains about the problem there could be a chances of closing the company and trade union would not be allow to run the company.

7. Change Management

Change Management processes is most effective when they are flexible and can be scaled to fit the particular business need. (Hiatt, 2003)

According to Kirkpatrick suggests that empathy, participations and communication are the key elements of the change management.


According to Kirkpatrick (2001) the empathy should always be there in employees even during the times of change. Any immediate change in the pay scales or wages might turn out to be not so favourable for the employees, he says that Empathy can only be maintained in the employee by remaining true to him and not betraying him and paying him for what he deserves only then he can enjoy his work. By Cohen et al (2002) When it comes to Empathy it is however important to realize like if we take the example of a therapist they do not try to do the same thing with the patients that mothers do with their infants, the diff is that the child of the mother can develop on its own if he is given adequate nourishment and food but on the other side the patient comes to doctor already being burned by life. So there is a need to fulfil the needs of the guest without burning him. By Cook, et al (2004), Empathy is simply to know what others want by tuning into their feelings. It's not easy to maintain cordial relations with the guest. Change is vulnerable to loss and in this period the skill to read peoples feelings is crucial as the change also changes the people's perspectives of looking and acting at things and to match their expectations an environment of performance and trust has to be created. So, that is why the wavelength of the employee and the guest has to be same in order to create harmony in their relationship and to enhance better quality of service.

Empathy is another trait which is interpersonal and needs to be in every employee. Empathy is something which is very vital in understanding the customer needs and thinking, it is the complete understanding of the persons thinking. The staff in the galley Cafeteria did had a strong empathy as they had 20 yrs of experience but they couldn't fare well under the leadership of a person which was 10 yrs younger, because the leadership quality was lacking in her, she did not find out the points why the employees are not accepting her points, hence she forced them to agree the change that she has made, so the employees could not dedicate their qualities effectively.


According to Kirkpatrick (2001), Communication between the employees and the supervisor is very important, as they both should discuss on managing change.

According to John, et al, Communication is a two way process in which participation is also involved, if it is not followed by participation then the result of communication is bound to fail. There should be participation of both the advantaged and the disadvantaged, they must be aware of adapting themselves and should draw upon each others skills and experience in work, it is therefore evident that participation best reveals alternatives and implements communication as change. According to Holland (2000) It is very important for all managers involved in the communication of change that they must be in sync with how and in which way they are going to communicate to the staff of their organization that is why the communication of change should be done keeping in mind a comprehensive and coordinate plan and the actions that the managers want to take should match their words and should be good with the staff as well.

According to Robbins and Sanghi, (2006) It says that the people opposing the change can be reduced there is only a need to tell them briefly with elaborate discussions that why the change is being done and what will be the positive outcomes of that change. The officials have to win the confidence of the employees by explaining them the full scenario and omit any chances of miscommunication. According to Daft (1986) he emphasizes on the communication called the informal communication where the flow of all the communication are from all the side of the managing body.

Communication between the employees and seniors is very important in order to fulfil the needs of the guests. This can be directly related to the Galley cafeteria as there was no direct communication between the employees and the manager because whatever the information passed by the owner of the Lunch Box was reached only 20% to the staff, which led to several differences between the staff and the manager. If the communication between them had been better then profit margins would have been much better. The first ladder in the path of success was a failure for the Galley cafeteria


According to Kirkpatrick, (2001), Participation is the next step to Communication which means action; to give a body to communication acting upon what has been thought is very important. According to Robbins and Singhi (2006), it is possible for those opposing a change decision to participate in it given that they feel important in it and can provide meaningful contribution and can have a sense of responsibility but it has to be a good one otherwise there might be negative impacts of it so here the seniors have to play their role. By Schuttz (1986), Participation is really vital when it comes to union activities where all the people with different caste and colour make their own front for raising their demands in front of the senior's officials. According to Kavanaugh and Ninemeier(1995), (Pg. - 268) if the employees participates while making the decision for the change would easily accept the change than those employees who are "Kept in the dark."

Participation, in order to make a plan work there is a need for participation of the employees in the organization; a plan cannot work until and unless it is acted upon. Jean Porter did implemented some plans in order to make the profit margins of the restaurant to rise, and due to the lack of corporation and coordination in between the staff and the manager because she didn't motivate her employees what is the benefits behind this change. So her plans were not supported by the employees who let to the further downfall of the company. Some of the background factors also affect the level of participation like those members of the staff who were more focused upon their own ego and not what was good for their workplace.

8. Conclusion

So now after finishing this case study we can say that Empathy, Participation and Communication are really the key determining factors in the upbringing of a firm during the times of change and managing an organization through effective use of there tools during the tough time is really important. It is all structured and all the renowned authors have discussed various methods to implement these.

In the above case study it has been shown as positive plan of survival starting from Empathy which is understanding the needs of the person, then comes Communication which is making up of a plan for survival and in the end comes Participation which means acting upon the plan that has been prepared and this only can act when everybody puts an effort. It was the same case with Galley cafeteria, the employees which were about 10years elder than their manager did not like to act upon the plan prepared by Jean because due to the lack of motivation, the employees were not able to understand the benefits behind this plan that has made by her, so there was no participation and an action could not be taken as a result of which further loss was struck to them by the newly opened restaurants around them.

So in the end we can say that Jean wanted to make some changes in the organization but her ideas were given a severe blow by the employees who didn't accepted her it is not how revolutionary plans you make but it is how your staff responds to it, success is based upon their participation.