Our unit of study is BJ’s Restaurant & Brewhouse. It is located on 1250 El Camino Real Suite #271 San Bruno, CA 94066. We will be conducting interviews consisting of bartenders, servers, and bussers in an attempt to conduct a congruence analysis of the company.
After discussing issues our interviewees have been experiencing within the restaurant, we have discovered a variety of performance gaps. Team members are expected to have strong communication with each other during peak business hours in order to provide customer service and alleviate long wait times however in actuality there have been many cases where employees harbor ill feelings and worry about their own tables instead of working as a team. Servers would put in the order of food for their own table despite the fact that other customers from another server’s table was first in line.…show more content… The purpose of the incentive program is to give employees the motivation to provide optimal customer service and in return they receive a portion of the TIPS. They are all split amongst everyone as follows: Servers are suppose to share 1.5% of the total tips to bussers, 1% to food runner, and 0.5% to the bar. The TIP driven environment has led to an employee performance gap that sometimes inhibits teamwork and cooperation. Servers often are presented with a conflict of interest which leads them to steal tables from other sections in order to make more TIPS for themselves in the process they slow down the system and undercut the trust between servers. Often these servers then go on to neglect to TIP out the other server if they felt that the performance from their peer was not satisfactory. This seems to have an impact on customer service, because often the servers aren’t consistent at each table. Additionally this might lower employee morale and increase the turnover rate causing the restaurant more money to rehire and re-train
