Enhancing Employee Performance in Fast Food Deli Sandwich Franchises-1

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1 Enhancing Employee Performance in Fast Food Deli Sandwich Franchises Anthony Sherfield AMU HRMT407 Prof. Otterstetter

2 Enhancing Employee Performance in Fast Food Deli Sandwich Franchises Introduction The Fast-Food Franchise market, particularly companies specializing in Deli Sandwiches, is well-known for its high speed of operations, significant client volume, and a diverse workforce comprising individuals from all backgrounds. In the context of a rapidly changing environment, it is crucial to establish efficient systems for assessing employee performance. The use of these measures serves not only to enhance efficiency, but also to cater to the contentment of the clientele who frequent these places. Within the scope of this discourse, I assume the role of a corporate Human Resources (HR) compensation manager overseeing the remuneration practices for a Deli Sandwich franchise, which encompasses a substantial workforce exceeding 1,000 employees. The aim of this study is to explore the most appropriate approaches for evaluating employee performance within three specific job categories that are prevalent in the business. Notably, these approaches should be tailored to the unique needs of each job classification while also supporting the company's larger goal of providing exceptional customer service. Job Categories in the Fast-Food Deli Sandwich Industry Within the realm of the Fast-Food Deli Sandwich sector, there exist three fundamental job categories that form the cornerstone of restaurant operation. First, those who work directly with customers, or front-line staff, make up the largest group in this industry. Their responsibilities include taking and processing orders from customers, expertly creating sandwiches in accordance with customers' specific tastes, and ensuring that customers are provided with prompt and courteous service at all times (Gormley et al., 2019). Given their accessibility to the clients, the front-line staff at deli sandwich restaurants play a crucial part in

3 the businesses' regular operations. How they interact with customers and the level of service they provide are, thus, crucial to the restaurant's overall performance and reputation. Secondly, we have the Shift Supervisors, who occupy a critical role in the hierarchical structure of these fast-paced eateries (James, 2019). Their crucial responsibility of managing day-to-day operations within their allotted shifts is critical to the establishment's smooth running. This comprehensive role entails orchestrating the restaurant's activities, skillfully managing the front-line staff, and competently handling any client issues or challenges that may emerge. Shift supervisors play a pivotal role as informational bridges between frontline employees and those in higher positions. Their strategic placement not only guarantees the restaurant's smooth operations, but also plays a crucial role in preserving an atmosphere of productivity and order (James, 2019). The ability to strike this fine balance between leadership and hands-on management is what makes Shift Supervisors such valuable assets in the high-paced world of fast-food restaurants. Their capacity to manage teams, handle challenges, and establish effective communication channels highlights their importance in the overall success and functionality of these restaurants. Store Managers have the highest position in the organizational structure and play a critical role in the Fast-Food Deli Sandwich industry (James, 2019). They have major responsibilities, including as managing the overall success of the restaurant. First and foremost, they are in charge of controlling workforce levels, making sure there are always adequate staff members working to efficiently meet client expectations (Thaichon et al., 2018). Store Managers also have an important role in financial concerns, carefully controlling the restaurant's budget, expenses, and earnings to ensure the company's financial stability. They are skilled in making financial decisions that affect the restaurant's profitability, ensuring that it remains profitable over

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4 the long term. These leaders demonstrate astute management abilities, monitoring everyday operations and guiding employees to execute to the best of their abilities (Betterteam, 2023). Their financial knowledge enables them to make sound judgments about pricing, inventory, and resource allocation. Furthermore, Store Managers make major contributions to the restaurant's strategic planning efforts, developing long-term plans and goals that correspond with the organization's broader ambitions. They are critical in guiding the restaurant toward sustained growth and viability in a highly competitive market, assuring its success in the fast-paced world of Fast-Food Deli Sandwiches. Performance Appraisal Methodology Selection Front-line Staff: 360-Degree Feedback In assessing the performance of Front-line Staff at Deli Sandwich franchises, the 360- Degree Feedback method proves to be the most appropriate choice. This method involves gathering feedback from various sources, including supervisors, colleagues, and customers (Pereira et al., 2020). In the fast-paced setting of Deli Sandwich establishments, where customer service quality directly impacts satisfaction, insights from customer feedback become exceptionally valuable. Customer feedback provides direct insights into employee service skills, a key factor in customer contentment. Additionally, as Front-line Staff often collaborate within teams, feedback from colleagues is highly relevant in evaluating their performance. Colleagues can offer valuable input on teamwork, cooperation, and communication, critical for a seamless customer experience. Equally significant is the input from supervisors, crucial for assessing adherence to company standards and pinpointing areas for improvement. This comprehensive feedback loop enriches the assessment process, fostering a culture of continuous improvement within Deli Sandwich franchises. By including evaluations from various perspectives, such as

5 customers, colleagues, and supervisors, Front-line Staff gain a well-rounded understanding of their performance. The 360-Degree Feedback method promotes a holistic approach to performance appraisal, aligning employees' efforts with organizational goals and ensuring consistently high customer satisfaction. Shift Supervisors: Management by Objectives (MBO) In the Fast-Food Deli Sandwich industry, Shift Supervisors play a pivotal role by overseeing daily operations and ensuring a positive customer experience. Among the available performance appraisal methods, the Management by Objectives (MBO) approach proves to be the most fitting for evaluating their performance. MBO involves collaboratively setting clear and achievable goals, such as meeting sales targets and improving customer service, empowering Shift Supervisors to align their actions with the organization's broader objectives (Picciotto, 2020). This method encourages their active involvement in decision-making, fostering a sense of ownership over their outcomes. By providing transparent performance expectations, MBO enables Shift Supervisors to understand precisely what is required of them, allowing them to direct their efforts toward tasks that contribute directly to the success of the Deli Sandwich franchise. Moreover, this collaborative goal-setting fosters a shared sense of purpose and accountability between Shift Supervisors and their superiors, enhancing the overall effectiveness of the performance appraisal process in this vital job category, promoting efficiency, and ensuring a harmonious work environment in the industry. Store Managers: Behaviorally Anchored Rating Scales (BARS) Store Managers in Deli Sandwich franchises play vital roles as leaders who must demonstrate solid managerial skills. To thoroughly evaluate their performance, the Behaviorally Anchored Rating Scales (BARS) method is considered an ideal approach. BARS is characterized

6 by its precision and combines both qualitative and quantitative aspects to assess distinct behaviors that are pivotal for effective management. For Store Managers in this context, these behaviors encompass a range of competencies such as financial acumen, leadership qualities, team development abilities, and adeptness in problem-solving Purdue University, n.d.). What sets BARS apart is its structured framework, which entails predefined behavioral indicators. This structured approach ensures that the evaluation of Store Managers' performance is comprehensive and well-defined, leaving little room for ambiguity or subjectivity. The utilization of BARS for assessing Store Managers aligns with the need for a nuanced evaluation that captures the intricacies of their role. Store Managers must excel in financial management, ensuring the restaurant's profitability, and exhibit strong leadership by leading their teams effectively. Their ability to foster team development and solve problems efficiently is critical in maintaining operational excellence and ensuring customer satisfaction. With its behavioral indicators, BARS offers a standardized and systematic means to evaluate these competencies, enabling organizations to provide constructive feedback and support Store Managers in further enhancing their performance. In summary, BARS is a valuable tool in the performance appraisal toolkit, specifically tailored to evaluate the multifaceted responsibilities of Store Managers in the Deli Sandwich franchise industry. Conclusion In conclusion, within the Fast-Food Franchise – Deli Sandwich industry, implementing effective performance appraisal methods is of paramount importance for enhancing employee performance and delivering exceptional customer service. 360-degree Feedback for Front-line Staff allows for a comprehensive assessment, drawing insights from customers, peers, and supervisors. Shift Supervisors can significantly benefit from the Management by Objectives

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7 (MBO) approach, aligning their objectives with the overarching organizational goals, thus fostering a sense of purpose and direction. For Store Managers, occupying pivotal leadership roles, the precision of Behaviorally Anchored Rating Scales (BARS) proves invaluable in evaluating their diverse managerial skills. By tailoring these performance appraisal methods to the specific needs of each job category, Deli Sandwich franchises can cultivate a culture of ongoing improvement, elevating employee job satisfaction, fortifying customer loyalty, and ultimately fortifying the foundations of business success.

8 References Betterteam (2023). Store Manager Job Description https://www.betterteam.com/store-manager- job-description#:~:text=Developing%20and%20arranging%20promotional %20material,levels%20and%20ordering%20new%20items . Gormley, L., Healy, O., O'Sullivan, B., O'Regan, D., Grey, I., & Bracken, M. (2019). The impact of behavioural skills training on the knowledge, skills and well‐being of front line staff in the intellectual disability sector: A clustered randomised control trial. Journal of Intellectual Disability Research , 63 (11), 1291-1304. https://doi.org/10.1111/jir.12630 James Rosado (2019, January 11) What Organizational Structure Is Best for a Fast Food Restaurant? https://smallbusiness.chron.com/organizational-structure-fast-food- restaurant-75640.html Pereira, J. P., Natalya, E., & Slesarenko, I. (2020). The analysis of competency model for a performance appraisal system in the management of food service industry. In Information Technology and Systems: Proceedings of ICITS 2020 (pp. 162-171). Springer International Publishing. https://doi.org/10.1007/978-3-030-40690-5_16 Picciotto, R. (2020). Towards a ‘New Project Management’movement? An international development perspective. International Journal of Project Management , 38 (8), 474-485. https://doi.org/10.1016/j.ijproman.2019.08.002 Purdue University (n.d.) Behavior Anchor Rating Scales (BARS) https://www.purdue.edu/hr/lod/media/docs/annualevaluationcompetencybehavioranchors. pdf Sulastri, H. (2021). Assessment of Employee Using Simple Multi-Attribute Technique Exploiting Rank (SMARTER) and Behaviorally Anchor Rating Scale (BARS) Method. JISA (Jurnal Informatika dan Sains) , 4 (2), 127-132.

9 Thaichon, P., Quach, S., & Surachartkumtonkun, J. (2019). Intention to purchase at a fast food store: Excitement, performance and threshold attributes. Asian Journal of Business Research , 9 (1), 81.

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