Reference no: EM133094374
You are the HR Director of a Saudi food chain company "La Mexican kitchen". Dina, the operation manager of one of the company's restaurants which is located in Al Khobar, sent you an email explaining to you the following case problem:
Dear Sir,
As we are the first restaurant in Al Khobar providing Mexican food, and we are located in one of the most beautiful places beside the sea; thought that many more people should visit us, but they just don't come. At the beginning, I didn't know why and thought of the following problems:
-We are not being introducing the right kinds of food, or
-We need to add some entertainments.Therefore, I brought someone to play some Mexican music and made little setting rearrangements but, still, did not approach the number of visitors we seek. Then, I realized that we are having a difficult time keeping our food servers for any length of time and it seems like we just get them trained and they leave. Meanwhile, I wonder if they have been provided good training!!!
Sir, we both know that servers are the key element for any restaurant's commitment to excellent customer service. We can have the best food in town but if our servers are not motivated to provide excellent service, we won't have many customers. And though our servers are few and paid minimum wages, we know that they can make additional money from tips if they are motivated. But it seems that tips are not enough to motivate them to stay. Additionally, I conducted an employees' appraisal considering "what to measure" and "how to measure" and used different appraisal methods. Unfortunately, the results were disappointed as I found that the servers lack willingness and ability to work which led me to became convinced that I am not facing an operational problem, and that the problem is related to the employees' training, performance, and compensation.
I would appreciate that you take an immediate action.
Questions:
-Analyze the situation and state the different problems facing Dina?
-What are some reasons that can lead employees to leave?
-Why, do you think money did not work as a motivator for those servers? How can using expectancy and equity motivation theories lead to better motivate them?
-Describe the three important HRM strategies used for retaining the competent, high performing employees.
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