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An Interview with Hrithik
Name
GMGT 2010
A01
Name
24/May/2021
AN INTERVIEW WITH HRITHIK.
During the current pandemic, the government has suffered immense losses, and private organizations have been suffering and experiencing income losses, especially during the lockdown period. However, due to the mass vaccination, the economy has begun improving. For this interview, I sought to have a conversation with a previous server and kitchen manager at the Copper Chimney restaurant, which was located a few kilometers from my home. The restaurant has currently employed only a handful of staff members that total a number of 11. Unfortunately, Copper Chimney was among the significantly affected sectors after the pandemic.
Therefore, I will seek to understand how the pandemic has affected the restaurant in terms of job losses, adjusting the standard operation policies, and reduced profitability. It was an honor to interview Hrithik, who was not only the restaurant server at Copper Chimney but also played an essential role in determining the operations and smooth running of the restaurant. Hrithik had been serving at the restaurant for two years; this means that he has been there when the pandemic started and businesses started to get affected. Consequently, he can differentiate between the regular performance and the abnormal ones. Additionally, Hrithik understands the importance of treating employees like family members rather than co-workers.
Hrithik got the opportunity to work as a server when he came here but he worked harder to prove his work ethic and passion for moving up the ladder and became a kitchen manager. Firstly, Hrithik grew up in a religious family in India; however, his parents were farmers; so he understands the importance of working hard to achieve the best. The golden rule is a statement he follows very closely while being hospitable, treating others how he would like to be treated. This involves respecting the need for equal gender representation and involving people from minority backgrounds to work in the restaurant like Black Americans, Latinos, etc.
During the interview, Hrithik said that success is determined by how fast or better one achieved their goals and how happy, satisfied, and loyal the employees and customers are. The customers should feel happy with the quality of services offered within the restaurant. However, the workers cannot offer good services if they are not motivated. It is the job of the management to ensure that workers have more synergy and the will to provide better service. Hrithik cited his standard motivation methods like; bonuses, providing health insurance to workers, regular promotions, time off, free meals, etc. these small acts of kindness differentiate whether a worker will be happy while working or work for just the salary.
He also mentioned that being a kitchen manager is not about monitoring the performance at work. Still, it also involves being a friend, relating with the workers, being a judge and teacher, especially to the new employees. However, he noted that a good manager's thoughts should not be swayed; he or she should have self-confidence. Being able to use their thoughts in making final decisions and standing by the decisions. However, Hrithik also noted that the significant problems he faced while working as the kitchen manager was disrespect for his gender since he sometimes had to be tough to chefs that were elder than him and been working longer before him. Next is ensuring that he balances between motivation and reinforcements. It becomes challenging to ensure that people are friends with you and, at the same time, they respect you regardless of your age, appearance or gender.
Further, Hrithik also outlines the importance of customer relations, loyalty, and better service delivery. He noted that the restaurant ensures that they provide better and unique services to the customers than other restaurants. This included hosting group dinners, specialized menus, catering for events and personalized menus sometimes. Hrithik further noted that the customer's feedback is paramount for the proper running of the company. When a customer is leaving; they are asked to leave feedback which is used for future service delivery improvement. He noted that most companies dislike negative feedback; however, he likes them since they help in pointing out the exact mistakes for rectifying. An example he gave is late food delivery to a customer one time in the past, which led to the summoning of the involved person.
He pointed out that sometimes customers are disappointed with their services or other actions against their control. For example, in December 2019, there was a glitch in the system with their delivery service provider SkiptheDishes, and they lost information of 20 orders. This attracted criticisms from social media and lower restaurant ratings, leading to loss of money. However, it had been solved by improving the company's systems. Hrithik also noted that he does not deal with concerns from the customers alone; he is actively involved during the hiring process. This ensures that he interviews many qualified people and selects the most qualified individual. He noted that this process is often tricky; however, he has managed it.
Hrithik noted that the hiring process is often respected and ensures that especially the disabled, minority groups, and women seek equal opportunities. However, the biggest challenge is a relatively lower turnout of women and disabled groups; additionally, those who attend are often underqualified, making it difficult to include them as successful individuals.
I further interviewed Hrithik concerning how he managed conflicts at work and his work assessment methods. On managing conflicts, he indicated that teamwork is his best aim, and he ensures that employees have a special relationship at work. This reduces conflicts gradually; however, he is keen to check for any conflicts that arise and act as mediators before the situation escalates. On employee assessment, he indicated that each worker has goals that they have to achieve within a limited period; failure to achieve the goals is termed poor performance. However, during the covid19 period, this has been difficult since customer behavior is unpredictable.
Finally, after my lengthy interview with Hrithik, I note that management is all about being self-motivated, visionary, and leading by example. However, I noted that being a manager is not easy since one has to monitor the orders of thousands of people concurrently and address their needs. As I advance my career to become a manager, I hope this interview process will be helpful to boost not only my performance but also the satisfaction of employees on my administration. I have to make the workplace better and more conducive to the employees while ensuring that unique services are delivered to the customers.
The questionnaire
The background of the career
Why did you opt to become a server and a manager later on?
What are some of your responsibilities at Copper Chimney?
How has covid19 affected your job in terms of employee management and finances?
Which is your management method?
The worker relations
How do you ensure there is employee loyalty and motivation?
Has covid19 affected your workers?
How do you evaluate your employee's performance?
How do you manage conflict among your employee?
Give an example of employee conflict that affected in your restaurant?
How do you ensure that the personal lives of your employees improve?
The customer relations
How do you promote customer loyalty?
How do you handle customer's criticisms?
Give an example of customer criticism?
How do you offer different services from other restaurants around?
Hrithik Jain
000-000-0000
May 24th, 2021
8
