Changing Nature of Leadership

Conceptual, Human Relations, and Technical Skills

Please refer to Handout 2 (below), which lists the job tasks of a maître d’ (dining room manager), a captain (dining room supervisor), and a dining room server for this assignment.

Please complete the following:

• Classify each task listed as one of the following skills: 1) conceptual, 2) human relations, or 3) technical skill
• Calculate the percentage of job tasks for the each position that requires conceptual, human relations, or technical skills
• Record the conceptual, human relations, and technical percentages for each position (maître d’, captain, and dining room server) using three bar charts.
• Analyze your bar charts. What do your bar charts indicate about the percentage of time that each job utilizes each type of skill set? Explain your results in details.
• Submit your classifications, bar charts and analysis/explanation of results to the Moodle link.

HANDOUT 2

JOB LIST—MAÎTRE D’

1. Know and practice safety procedures and accident prevention. Continuously.
2. Know and practice food service sanitation as it applies to the job. Continuously.
3. Know and abide by house rules. Continuously.
4. Maintain personal cleanliness. Continuously.
5. Maintain correct personal appearance and manners. Continuously.
6. Know and practice correct and necessary social and working attitudes. Continuously.
7. Make sure dining room is ready for opening. Daily.
8. Coordinate each day’s activities between kitchen and dining room. Daily.
9. Inform all employees of daily special instructions. Daily.
10. Greet and escort guests to tables. Continuously.
11. Check guest satisfaction with food and service. Continuously.
12. Assist employees wherever needed. As needed.
13. Supervise and schedule captains. Continuously.
14. Oversee captains’ special duties. Continuously.
15. Maintain good public relations. Continuously.
16. Handle complaints, compliments, and suggestions. As needed.
17. Supervise buspersons and servers. Continuously.
18. Prepare budgets and inventory reports. Annually.
19. Interact with other departments. Continuously.
20. Perform other activities as required. As needed.

HANDOUT 2  (continued)

JOB LIST—CAPTAIN

1. Check that all personnel have arrived for duty so that all stations are staffed. Before opening.
2. Make sure all reservations are listed and/or assigned for the day. Daily.
3. Make sure all supplies necessary for the day are available. Daily.
4. Conduct morning meeting. Before opening.
5. Greet guests and escort them to tables. Continuously.
6. Check guest satisfaction with food and service. Continuously.
7. Assist servers and buspersons wherever necessary. As needed.
8. Prepare tableside menu items. Dinner shift.
9. Serve wine. As needed.
10. Communicate with maître d’ concerning compliments, complaints, suggestions, and special instructions. As needed.
11. Prepare servers’ schedules. As needed.
12. Inventory wine stock. As needed.
13. Close and lock dining room. At closing.
14. Maintain good public relations. Continuously.
15. Know and practice correct and necessary social and working attitudes. Continuously.
16. Know and practice safety procedures and accident prevention. Continuously.
17. Know and practice food service sanitation as it applies to the job. Continuously.
18. Know and abide by house rules. Continuously.
19. Maintain personal cleanliness. Continuously.
20. Maintain correct personal appearance and manners. Continuously.

HANDOUT 2 (continued)

JOB LIST—DINING ROOM SERVER

1. Know and practice correct and necessary social and working attitudes. Continuously.
2. Know and practice safety procedures and accident prevention. Continuously.
3. Know and practice food service sanitation as it applies to the job. Continuously.
4. Know and abide by house rules and attend mandatory meetings. Continuously.
5. Maintain personal cleanliness and cleanliness of uniform. Continuously.
6. Maintain correct personal appearance and manners. Continuously.
7. Prepare assigned station for shift. Before meal, each shift.
8. Complete side duties for station. Before meal, each shift.
9. Know the menu for the shift. Before meal, each shift.
10. Greet guests. Immediately.
11. Obtain bar orders from guests. Immediately.
12. Obtain cocktails from bar and serve to guests. Immediately.
13. Obtain food orders from guests. After serving cocktails.
14. Order food from kitchen. After taking order.
15. Operate precheck machines for food and bar. Before ordering food and beverages.
16. Obtain food from kitchen and serve to guests. After ordering from kitchen and bar.
17. Clear empty dishes from table. After each course.
18. Prepare guest check. After meal is finished.
19. Obtain payment from guest. After check is presented.
20. Perform any additional duties as requested by supervisor. As needed.