Organisational Practices At Solace Café: A Case Study

Organisational Structure and HR Practices at Solace Café

Discuss about the International Lifelong Learning Conference.

Organisational practices determine effectiveness and efficiency for any organisation, hence it becomes relevant to adopt appropriate practices. Organisational practices are determined by the structure of the organisation and delegation of responsibilities. At Solace Café on Eat Street, organisational structure is informal in nature (Scheeres, 2010). The scope of this café is to cater to increasing influx of customers who come to Rotorua. The restaurant had been set up to cater to a number of non-alcoholic drinks along with innovative products to cater to diversified tastes of customers. This chapter aims at describing the current organisational practices followed within its current organisational framework along with prominent HR strategies and practices that are used to function the restaurant (Björkman, 2007). Then there are relevant recommendations that can allow the organisation to develop itself and cater to customer needs and demands in a better and enhanced manner.

Solace Café has been set up from personal learning and experience of Sandra Graetz and Ajay Chopra, who earlier themselves worked within the restaurant industry. The café is a newly established organisation that is aiming to cater to customer tastes and demands in the area (Chung, 2008). Though the organisation has been able to establish itself within a niche in the market, yet it remains a fairly informal organisation with no apparent well-defined organisational structure. The co-owners of the organisation are heads and run the organisation actively. They take part in day-to-day affairs of the organisation and takes decisions actively in all matters related to the café. There are 2 chefs at the restaurant, 4 helpers for aiding the chefs arrange various orderings, 6 staffs are there to cater to customer services. These staffs are waiters and they also help in cleaning the restaurant and other aids when the café remains closed. There is one accountant, who is responsible for printing bills and maintains invoices in an appropriate manner (Abdullah, 2009). Apart from these staffs and employees, there are steady suppliers of the organisation, who supplies regular food materials and other condiments which are required to prepare the items. The owners take part in purchases, deciding menu options and arranging all other things that might be deemed necessary. There are no formal marketing agency of the organisation, seldom the owners print discount brochures and other vouchers for circulating amongst customers for attracting them to the café. Its tie-up with Trip Advisor along with other social media platforms and location on Eat Street helps it to attract significant number of customers regularly.

Marketing Practices

Solace Café aims to provide exclusive taste to its customers and refresh them through their beverages and non-alcoholic drinks. The scope and aim of the organisation is to make customer purchase their product along with other purchases on Eat Street as a substitute to water or other ready-made beverages available in sealed bottles. The organisation’s owners take active participation in the regular business affairs to ensure steady delivery of quality products to its customers. It ensures that customers make repeated purchase at the café and others are attracted to it as well. Its chefs devices appropriate products to cater to customer taste buds and suite the weather at the location. The service staffs ensure timely delivery and bill to customers, they also handles any sort of customer grievances or complains in case any. 

Solace café is a small organisation that is informally managed.  Though staffs and employees are given proper appointments but majority of staffs are contractual in nature. The organisation lags significantly behind in its HR practices and ways to manage its people in an effective manner. All policies and regulations within the organisation are mostly verbal and there are very few laid down codes or rules of conduct (Alvesson, 2009). Employees and staffs also do not have access to appropriate safety practices. With all staffs being contractual in nature, there is a high turnover associated with such staffs. Payments to staffs are fixed almost arbitrarily and chefs are given below par industry standards salary. Though the owners promises of bright future ahead for all staffs and employees, but there are no formal system for appraisals. There are no maintenance or record keeping of employee conduct or performance levels which deters accomplishing a set standard for appraisal practices. 

The owners acts as supervisors within the firm and they take responsibility for evaluating all possible standards and outcomes (Forbes, S.L. and Kennedy, R.). Absence of managers or supervisors often lead to confusion within the organisation, owners are responsible for all kinds of supervisions and management of staffs along with employees.

Lack of formal organisational structure or marketing agency has led to setting of no appropriate marketing practices. However, the owners are greatly concerned regarding up-keeping of business to meet industry practices as well as competitive forces. In lieu of such efforts, they have made tie-up with several online travel portals and highlighted their presence through social media platforms. Through active indulgence in social media and other travel portals, the café has been able to gain significant popularity across various countries and tourists. Owners of the café often try to develop marketing campaign by circulating brochures for discounts through their staffs during off-seasons. Such marketing practices yield low benefits but create awareness regarding the café.

Customer Service

The café aims at catering to its walk-in customers. However, during off-season, once the café had aimed at setting up of a stall near an University. Service delivery of products of the café happens mostly through over the counter service. At various times, service staffs has to go out of the store and deliver products to customers. The café delivers unique and immense valuable on-time services to its customers (CG Davidson, 2011). The organisation is aiming at delivering home based services to its nearby customers such as to increase overall volume of business. Service delivery of the café meets industry standards and competitive rates hence customers flock to purchase products from the café.

The café is an organisation set up in a manner that it is run and functioned wholly by its owners. The owners take active decisions for all aspect of the organisation and barely consults formally with its staffs and employees. Meetings and conferences at the organisation is rarely organised, only owners meets the chef on a regular basis to understand his needs and demands to cater to customer tastes. When staffs faces issues or grievances from any customer then the owners meets them to understand their concern. Conferences are barely held within the scope of the organisation.

All products made and rendered to by the organisation are unique in nature and are original recipes. The owners aims to patent some of his creations that he provides to his customers at the café. The café makes use of products that are derived solely from nature and does not make use of any artificial colors or condiments. All products are sourced from natural sources. The owners ensure that suppliers furnish the highest quality products to the café such that they are in turn able to provide best quality products.

Solace Café is a highly dedicated café that wants to serve customer valued products and services. All its efforts are diverted at attending to customer satisfaction levels and creating innovative products. The location of café has been able to attract a number of tourists and regular customers towards the various beverages that the café serves. The café is however conducted in an informal manner by the business owners. Though it has several staffs and employees, its key functions are entirely coordinated by business owners themselves. Thus, HR strategies and functions are not managed by professionals, instead they are conducted by owners themselves. This often creates levels of dissatisfactions and high amounts of employee turnover ratios. The organisational structure is also not clearly defined which has created major challenges for the organisation. Meetings and conferences are called informally and arranged according to needs of the organisation as and when it arises. Inspite of all such challenges, the café has been able to curved out a niche for itself in the field of beverages at the location.

Conclusion

Internship provides practical training and experience within a particular industry. Since the beginning of my course I had been interested in gaining experience in café or a small restaurant as it will provide me opportunity to learn regarding various roles and responsibilities (Boud, 2013). Internship in café or restaurant industry comprises of varied types of endeavors and requires one to commit to multiple roles often. Internship is a training period for students who want to learn the whereabouts of a particular industry by understanding ways it functions. An internship provides enriching experience along with certification of participation, it can be paid or unpaid in nature, due to the experience it offers. The scope of the current chapter provides a brief description regarding internship experience gained by me and several challenges incurred. Ways and means of overcoming such challenges were also identified and subsequently a totality of reflection of experience from internship was understood (Gillespie, 2007).

Internship positions are extremely difficult to search and achieve. Most firms and organisations wants to keep trained staffs and employees who have already achieved a formal degree or qualification (Baldwin, 2006). As I was stubborn in gaining experience of internship from first hand sources of café or restaurant owners, I faced a number of challenges. Primarily none of the organisations were ready to appoint me as a n intern as I had not finished a formal degree. They were not wanting to waste their productive time training a student who would get knowledge regarding the industry and then could start off working at a better position. I had to plead and contact directly the owners to convince them. At the end when I could not convince then I had to offer my services for free to allow me the opportunity to learn from industry participants (Nesbit, 2012).     

During my internship period there was high transfer of learning that has taken place. In the first position I was thrilled to participate and see the way everything works within a café. Their planning, purchasing behaviour, the way they plan their special menu for the day and ways they decided they would attend to customers in a day (Fook, 2007). All these factors brought me close to the nifty-gritty that was occurring within the industry. I learnt how the chefs focuses on creating menu and serving the customers for the day. I learnt ways of serving and catering to fast services to customers from the staffs. Earlier I did not know what it was like to work under pressure but from the experience gained I learnt ways staffs and employees work under pressure when customer influx or ordering is high. I learnt immense management skills from the staffs and employees such that I could cater to better efforts in management. My overall experience had been immensely challenging and full of understanding of various factors within the industry. My learning experiences would help me find a better designation and position when I join the industry post completion of my degree. I also learnt areas in which I lag and ways that I could upgrade my skills (Peasnell, 2009). Hence, I decided that I would accommodate an improvement plan in my life schedule such that I could overcome the challenges that I faced at the café.   

Though my internship period had been rich from various experiences and learning’s, I did encounter a large number of challenges as well. The major challenge that I encountered while working at the café was in regards to handling immense pressure. I was unable to concentrate on my assigned roles and responsibilities when there was large number of customers, which led to me failing in my responsibilities (Moon, 2013). As I was in my internship period I was also unable to ask for less roles from the business owners. Often staffs left the café within short time spans and there was no staffs to attend to customers or for cleaning purposes, this time it was difficult for me to carter to various roles including my own. Often I felt that I would not be able to complete my internship period and would have to leave my current position. Another prominent challenge that I faced during the internship period was in regards to meeting customer challenges and grievances. Customers would come to complain and I could not understand what replies or answers I needed to provide them, at times I was able to answer them appropriately but at times it used to create high levels of mental pressure for me. Roles and responsibilities across café and restaurant industry can be extremely challenging if one does not have the patience or first-hand working understanding of the industry (Kuhn, 2008). A person can easily face tremendous challenges while working in the industry and feel pressurized to fulfill roles.

From my internship experience I had faced immense number of challenges that would have been tough to overcome. I decided that I would develop an improvement plan that allows me to overcome the current situation and allow me to establish as a potential employee in the industry. Hence, I devised an improvement plans that would allow me to overcome my current challenges. In the first instance I would maintain a personal reflection journal where I would entry feedback for myself and take feedback from my friends and colleagues (Govaerts, 2010). This journal I would update on a six monthly basis. This journal will allow me to keep a track of my developmental activities and endeavors. In order to deal with pressure and stress working conditions, I would resort to case studies and self-help books from the university library. We have a well-equipped library such self-help books will allow me to visualize similar challenges faced by others in the industry and then overcome the same myself. I will analyse case studies where individuals had faced similar situations as I am facing and then understand ways they had overcome the same. In my improvement plans I would also include yoga as a formal practice to deal and cope up with extreme stress levels (Lanxiao, 2007). Such yoga will allow me capabilities to deal with extreme pressures and stress like conditions. Through this improvement plans I will definitely overcome the challenges faced within the café and become a successful individual for the industry.

Through my internship experience I had tremendous learning and skill development. The internship experience was firstly undertaken to allow me to develop skills relative to the working in the restaurant industry (Berings, 2009). I learnt skills pertaining to customer handling, I also leant means and techniques in which a small café or restaurant can be effectively handled. In my learning of several managerial skills, I was able to learn certain culinary arts as well. I learnt ways to prepare several beverages and preparations in the industry. Thus, in totality I was able to develop a wholesome understanding related to the restaurant and café industry with opportunity to understand direct client handling.

From my internship period or experience I believe to have made several contributions as well. Firstly, I am extremely hard working hence I have helped them achieve their targets for several days together at the café (Gray, 2007). I have tried my level best to meet customer demands and satisfaction levels by taking their feedback through interactions. I initiated to take feedback from customers regarding their experiences and ways in which the café could enhance their products. This was earlier not attempted at the café, I developed a feedback form such that I could interact with customers and take their understanding of beverages and what their exact likings were. Such interactions with customers allowed engaging with them and they felt a part of the café, this greatly influenced their visit to the café. Hence, I feel In was able to draw significant number of customers towards the café (Lyke, 2009).

Internship experiences are crucial prior to one getting exposed directly in a industry. The scope of this internship experience reflects several learning and contribution made. It had been a challenging experience where along with learning there was significant contribution made towards the organisation (Nilsen, 2012). This internship reflection provides several learning experience that has occurred from the restaurant industry and ways in which customers are handled. Customer handling experiences are unique and is a vital aspect that employees of this industry needs to learn. Further, challenges were identified while working at the café, such as stress and pressure while dealing with large order inflows. Customer grievance handling is another part which is catered to in the industry. Thus, the internship experience had been value addition to understand the potential challenges and ways of working that are conducted in the industry.

The entire scope of internship experience had been highly interesting but challenging as well. The café has provided first-hand working experience within the restaurant industry which is critical to understand for becoming a successful professional in the industry (Hughes, 2008). In order that the café becomes a better place to work for interns as well as staffs and I am able to become a better professional within the industry, certain recommendations are developed. The scope of this chapter provided several recommendations along with plan for improvement such that one is able to become a successful professional within the industry.

I feel that I have been able to attend to my objectives set for internship well. I had set to make an impact and gain maximum possible learning from the café. I have been highly successful in attending to these objectives, I have been able to learn from several endeavors as well the ways and means of working in the industry (Paterson, 2013). I feel that ones I am employed I can establish myself to be a successful professional in the field. I have been contribute in a positive manner as well, and this has led the owners to offer me a position at the café. this is my biggest achievement and extending of capabilities to meet the desired objectives. Thus, I feel my internship goals related to learning and gaining experience from the industry has been suitably attended to.

I feel that my internship program initiated in a rather haphazard manner and it could have been conducted in a better way. The internship program would have been better if we were allowed to participate at workplaces that already has tie-ups with the university rather than looking for internship position ourselves. I had consumed a lot of time looking for appropriate internship exposure which will contribute to my learning and skill development. The matter progressed rather in an unprofessional manner and there was no formal tutoring for interns at the workplace. Thus, I feel accommodating in a better and professional nature of internship could have added to more benefits for the future and create d better career opportunities as well.

The café where I had gained my practical internship exposure is highly competitive and caters to objectives of the organisation well. However, there are certain negative aspects that I found related to the organisation that is hindering its growth and expansion capabilities for the future. The café lags a formal organisational structure, it also does not have appropriate HR management strategies and framework. The organisation  needs to create exclusive HR policies and strategies that would allow it to become a successful organisation in the future. It would also uplift employee morale and reduce rate of turnover in the organisation. The organisation needs serious investment in employee engagement and motivational strategies along with a formal appraisal technique. This will allow the organisation become a leader in  the area and increase greater influx of customers.

The tourism and hospitality industry is growing at a rapid rate and is expected to grow further. With such immense potential to grow and contribute to national and regional revenue earnings, there needs to be formal investments in the industry. The industry needs to organize itself and develop more investment, engagement and training programs with industry participants. Such training and engagement will allow better catering to customers and meeting objectives of several organisations and the industry in totality. The industry if supports such development then it can generate tremendous amounts of revenue that will allow for its development and expansion.

Internship experiences are critical to success of every individual hence needs to be accommodated in every course. Internship experiences allow meeting of objectives and catering to knowledge and skill development that can be applied in the industry. the scope of this report identifies suitable internship experience in a café and then highlighting it challenges and learning’s. Thus, there has been tremendous learning and value addition that has been done. The organisation has also been analysed hence an appropriate recommendation plan has been developed that can cater to its objectives and meet them ideally. 

Reference Lists

Abdullah, H. S. (2009). The fit between organisational structure, management orientation, knowledge orientation, and the values of ISO 9000 standard: A conceptual analysis. International Journal of Quality & Reliability Management, 744-760.

Alvesson, M. (2009). Critical perspectives on strategic HRM. The Routledge companion to strategic human resource management, 52-67.

Baldwin, M. (2006). Social work, critical reflection and the learning organization. Routledge.

Berings, D. (2009). November. Reflection on quality culture as a substantial element of quality management in higher education. In fourth European Quality Assurance Forum (EQAF) of the European University Association (EUA),Copenhagen.

Björkman, I. &. (2007). Transferring HR practices within multinational corporations. Human Resource Management Journal, 320-335.

Boud, D. K. (2013). Reflection: Turning experience into learning. Routledge.

CG Davidson, M. M. (2011). Hospitality HRM: past, present and the future. . International Journal of Contemporary Hospitality Management, 498-516.

Chung, H. F. (2008). The impact of a centralised organisational structure on marketing standardisation strategy and performance: The experience of price, place and management processes. Journal of Global Marketing, 83-107.

Fook, J. &. (2007). Challenges of critical reflection:‘Nothing ventured, nothing gained’. Social Work Education, 520-533.

Forbes, S.L. and Kennedy, R. (n.d.). Competitive advantage through direct marketing: A case study of a small New Zealand wine business.

Gillespie, A. (2007). The social basis of self-reflection.

Govaerts, S. V. (2010). Visualizing Activities for Self-reflection and Awareness. In ICWL, 91-100.

Gray, D. (2007). Facilitating management learning developing critical reflection through reflective tools. Management learning, 38(5), 495-517.

Hughes, H. E. (2008). Incidents for reflection in research. In Keynote and Refereed Papers from the 5th International Lifelong Learning Conference . Central Queensland University., 214-219.

Kuhn, L. (2008). Complexity and educational research: A critical reflection. . Educational Philosophy and Theory, 177-189.

Lanxiao, L. (2007). Reflection and Research. Publishing Journal, 001.

Lyke, J. A. (2009). Insight, but not self-reflection, is related to subjective well-being. Personality and Individual Differences, 66-70.

Moon, J. A. (2013). Reflection in learning and professional development: Theory and practice. Routledge.

Nesbit, P. L. (2012). The role of self-reflection, emotional management of feedback, and self-regulation processes in self-directed leadership development. Human Resource Development Review, 203-226.

Nilsen, P. N. (2012). Integrating research-based and practice-based knowledge through workplace reflection. . Journal of Workplace learning, 403-415.

Paterson, C. &. (2013). Enhancing skills of critical reflection to evidence learning in professional practice. . Physical Therapy in Sport, 133-138.

Peasnell, K. D. (2009). Reflections on the Revision of the IASB Framework by EAA Academics. Abacus, 518-527.

Scheeres, H. S. (2010). When is it OK to learn at work? The learning work of organisational practices. Journal of Workplace Learning, 13-26.