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Organizational Consultation of Bowl and Barrel

Brendan Richardson
Deonte Payne
Joel Plattner
Karina Gonzalez
Malonna Witt
Randall Martin
University of Texas at Dallas

Table of Contents
Company Overview.3
Motivation in the Workplace.......4
Job Satisfaction....6
Organizational Culture.....7
Stress....9
Identifying Leadership...10
Recommendations
Addressing Leadership...12
Increasing Motivation........13
Reducing Stress..15
Conclusion.....16

Introduction
The goal of this consultation is to observe the employees of Bowl and Barrel during
business hours while suggesting any improvements on the attitudes and behaviors of the
organization.
Company Overview
Bowl and Barrel is a new concept restaurant created by Kyle Noonan and Josh
Sepkowitz. After graduating from SMU, these two close friends took off in different directions
and career paths. Noonan worked with Pappas restaurant group while Sepkowitz worked as a
financial analyst on Wall Street. After more than a decade in their perspective careers, both
decided to come back to Texas and dive into the restaurant business. In 2011, Noonan and
Sepkowitz presented their ideas of their boutique restaurant Bowl and Barrel to investors as they
began their venture into the world of restaurant management. By November 29th 2012, Noonan
and Sepkowitz had launched their first restaurant of four, each being a food and service driven
company with some unique component to separate themselves from others. Bowl and Barrel was
inspired by the idea of a German beer hall, creating a communal environment for their guests to
be more interactive and involved while enjoying cold beer and great food. Noonan and
Sepkowitz love of bowling and great food and drinks helped develop Bowl and Barrels brand.
Their goal for Bowl and Barrel is to create the fun and energetic atmosphere of a bowling alley
with the sophistication of a full-service restaurant predicated on great service for their guests. As
co-owners, Noonan and Sepkowitz oversee the operations of each restaurant. They have hired
two internal accountants and two marketing executives who run the finances and marketing side
of each entity. Within Bowl and Barrel, Noonan and Sepkowitz have hired three shift managers

and two chefs to run the day to day operations. The managers and chefs have hand-picked their
thirty-two employees who run the kitchen, bar, host stand, and service area.
Motivation in the Workplace
In an organization, motivation has a strong positive effect on job performance.
Employees who experience higher levels of motivation tend to have higher levels of task
performance. By identifying individual motivation for the employees of Bowl and Barrel, it can
be determined if task performance is high or low for the organization. For Bowl and Barrel, the
wait staff is the face of the company which drives their business. Focusing on how engaged the
wait staff is when serving their guests during different hours of business is a key indicator for
motivation. It is imperative for the wait staff to be engaged throughout their shift since the people
they are waiting on are the ones who determine how much they are tipped per table.
In some cases, poor service can be derived from the lack of motivation. The expectancy
theory helps explain why some of the wait staff at Bowl and Barrel were more motivated than
others and in turn, affected the overall service. For a server, they believe if they exert enough
effort they will perform well and receive some satisfying outcome. More so, if a server exerts
high levels of great service, they will successfully perform well with waiting on their guests,
which will result in a satisfying outcome of earning tips. To understand this theory, our project
team took time to observe the restaurants wait staff at different hours of business on different
days to see if each server was consistent with delivering great service. Overall, levels of selfefficacy were fairly high. Most of the servers observed seemed confident in their ability to wait
on their guests during busy and non-busy hours. For instance, our project group asked different
servers during different shifts specific questions over the bar and food menu. Each server that
was observed was able to describe the details of their burgers and entrees as well as recommend

different types of beers and cocktail drinks one would enjoy. Although high levels of selfefficacy could be seen, the wait staffs self-confidence did not necessarily transcend into great
service.
There were instances with lack of enthusiasm and care-free attitudes among certain
servers in the restaurant. On two different nights, my project team and I had dinner in the dining
room and bowling area while we bowled. My team and I noticed a significant difference in the
service between each areas of the restaurant. The night we ate in the dining room, our server was
very nonchalant when greeting our table. My group and I felt as if our server did not want to be
working in the dining room, and seemed less engaged with our table once we ordered our food.
The server only stopped by a few times throughout the night, and missed out on opportunities to
sell us more drinks. The level of engagement between the servers was much different on the
night we bowled, as they were more attentive and enthusiastic towards our party. The servers
seem to care more about the well-being of the guests in the bowling area compared to the dining
area, and they need to be challenged more with delivering great service throughout. My project
team and I believe the reason for this discrepancy of service is because there is a lack of positive
valence in the dining area. The wait staff is not receiving as much satisfaction with waiting on
guests in the dining room compared to the bowling area, and it is affecting their overall
engagement.
Great service needs to be consistent throughout restaurant because poor service can
ultimately affect a restaurants bottom line. My project team and I believe if Bowl and Barrel
implements more difficult and specific tasks, the wait staff will be more engaged and help
improve the overall service of the restaurant.

Job Satisfaction
When it comes to job satisfaction at Bowl and Barrel, the employees seem to enjoy the
work environment and their specific jobs they are doing. The comfortable environment that is
presented at this organization is very laid back, and the employees show much joy during their
shifts. Job satisfaction is very important in the organization. If the employees are not satisfied, it
will lead to a dysfunctional work environment. Dysfunction in an organization can lead to a
decline in business and overall sales. Unfortunately, Bowl and Barrel has some job satisfaction
issues that need to be taken care of if the company wants to continue to grow.
The job satisfaction of the employees might seem high, but the meaningfulness of the
work for the wait staff is low. There may be some anxiety with the task of having to serve guests
in the dining area and the bowling lanes. The task of serving more than one group of guests gives
the employees variety, but this task may be too much for the waiters to handle. The physical task
of walking from one side of the restaurant to the other can cause anxiety for the wait staff. The
task of having to check on multiple parties in two different locations might be too much for the
wait staff to handle. The level of significance to check on their guests is low, and sometimes the
wait staff is nowhere to be found when the guest is ready to order. The lack of their presence
makes the guest feel like they are not receiving the full attention that they deserve.
The environment at Bowl and Barrel plays a big part on how the employees work and
behave while on the job. The employees are allowed to wear jeans, tennis shoes, and either a
button up or polo shirt. This laid back environment causes the employees to have little
knowledge of results. The wait staff is not aware of how poorly they are working, which shows
that there needs to be more feedback within the organization. Feedback creates room for growth,
which can help Bowl and Barrel improve as an organization.

Overall, the job satisfaction presented at Bowl and Barrel is high, and there are factors
that can help increase it. The employees are helpful and happy around each other, and this shows
that there is high coworker satisfaction. When the employees get along and work together, it
strengthens the organization and overall job satisfaction. All of the employees are happy to have
the opportunity to be a part of this organization.
Organizational Culture
In order for a business to run effectively, whether it sells a good or service, there must be
organization. That being said, organizational culture must be in place to reflect upon the
employees and the customers who receive the good or service. Each company has their own
culture, which depend on certain aspects such as the size of the company, where it is located, and
the kind of system it uses to reach the maximum efficiency in their particular business. Bowl and
Barrel is a small business which is currently growing. They have created a customer service
culture which is striving to meet all the needs of their guests while trying to go above and beyond
and leave a memorable experience in return.
In each organization, the culture begins with the area for which the employees are given
to work. For Bowl and Barrel, it is an open area divided into bowling lanes with an open bar and
dining area. This allows the managers, hosts, bartenders, servers, and chefs to work together as a
team and communicate effectively throughout the day without being isolated from one another.
In this organization, using a particular language enables them to work more efficiently. They use
phrases such as, on the fly, which indicates to the chef that they need a particular plate
immediately. This is a great tool to use when an order is wrong so the dish can be fixed
immediately to keep the customer satisfied. This organization takes advantage of using their

personal language because in the restaurant business, the customers tolerance tend to be much
lower than in other areas.
Another aspect that is important to cover when running a business are rituals. As long as
the manager/president/owner has a set schedule and is persistent with certain rituals, they can be
effective. At Bowl and Barrel, the manager meets with the shift members and has a small
meeting in which they cover specifics about the restaurant. The managers inform their servers
which sections they will cover as well as how the overall business is doing. They also have daily
reminders on how the servers should present themselves while working. Cell phones for
example, are not to be used while on the restaurant floor as this gives a bad image for the
company. At the same time while enforcing certain rules, managers use different techniques to
try and motivate the servers, host, and chefs as they prepare for the holiday season. Customers
tend to be more moody and less patient during the holidays, so it is important for managers to
keep their staff prepared to do well during the busier time of the year.
Lastly, to have a strong culture the employees should feel similar about how the main
leader feels about the business. In order for that to occur employees should feel the support from
their boss and feel ethically correct of the tasks they are given daily. At Bowl and Barrel even
though it is a fairly new business the employees there feel like a family, they feel a support and
understanding from their fellow co-workers and boss. For some having their manager be
understanding of their school schedule has changed their attitude of having a job greatly. It
means less pressure and being able to do what they enjoy, which includes serving people and
getting a couple of bucks. While for the chefs being allowed to have fun while cooking, and not
be under pressure is what they enjoy the most of their day at work.

It is very important to address the needs the employees want to gain while being in a
work environment, and how they want to be approached about things that need improvement. To
have a strong culture like Bowl and Barrel businesses need to also have strong communication
skills. They shouldnt have a fear of how others will react to it, just as long as things are done
ethically right and the strong culture will be present.
Stress
Stress in the workplace is to be expected, and it is what you feel when you have to handle
more than you are use to. In an emergency, the fight or flight reaction arises to save your life
and it keeps you active and alert to help you meet challenges. It is an omnipresent part of life.
Stress also has negative consequences that occur when the demands we are faced with exceed
our capacity. Bowl and Barrel is succeeding in creating a unique entertainment experience, but at
the expense of their staff. The servers display both work hindrance and work challenge stressors.
At Bowl and Barrel, one side has a bowling alley while the other side displays a
restaurant/bar atmosphere. The servers are required to maintain a section of tables while also
maintaining big parties on the bowling side. With an unusual menu and out of the ordinary beer,
it is common to have guests ask a lot of questions. While the server is giving explanations on one
side, the guests on the other side are not getting the attentiveness that one expects at an
establishment such as this. This lack of reasonableness in the expectations placed on the servers
shows a role overload. The fact that they should be at opposite sides of the restaurant conveying
a high level of customer service is both extremely time consuming and stressful. The inability to
be at two places at once demonstrates that they are not only experiencing work complexity, but
also a sense of time pressure. The time wasted walking from one side of the restaurant to the next
prevents the servers from maintaining the high level of customer service that is required from

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their managers. This excessive and prolonged stress will lead to being overwhelmed and unable
to meet the constant demand of quality customer service. This mental exhaustion will lead to a
decline in motivation and a diminished interest in work. By being stretched beyond the scope of
their limitations, the servers are at the verge of developing burnout. Burnout will gradually cause
the servers to leave which will result in more stress being placed on the remaining servers. This
reprehensible cycle will not end unless the system in place is re-evaluated.
Identifying Leadership
Leadership is arguably the most important aspect within a successful organization. This
use of power and influence to direct other towards a common goal can make or break the
organization. Bowl & Barrel utilizes a type of organizational power known as legitimate power,
which derives from the authority of those put in charge of the organization, as well owners Kyle
Noonan and Josh Sepkowitz who ultimately make final decisions. It is important to note that
Bowl & Barrel is a concept of the company FreeRange Concepts. FreeRange Concepts currently
owns three other separate entities. The lack of positive influence within the organization could
stem from the owners.
At Bowl & Barrel, it appears that there is a very basic form of exchange happening
within the organization. Basically, the employees seem to show up to work and do their jobs in
exchange for their pay checks from the company and tips from the customers. Unfortunately, it
does not seem as though the managers, or owners for that matter, provide enough incentive for
the employees to want to go above and beyond their basic duties. While exchange can often be
enough motivation for some, it is important not to rely on mandatory rewards, such as a pay
check and in todays society tips, as the primary influence tactic for an organization. Managers
must identify and utilize each individuals specific strengths in order to ensure success within the

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organization, especially in an industry as hands-on as the restaurant industry. At Bowl & Barrel,
it appears that the most common response to influence attempts is compliance. In essence, the
managers provide their minimum requirements, as well as other necessary tasks each employee
needs to accomplish, and the employees comply with the requirements and requests. While this
can be marginally effective, it is important to note that it is merely a behavioral response. It is
very easy for a leader to achieve compliance from an employee, as long as the request is
reasonable and achievable. However, managers will not see the highest levels of effort and
dedication, as they are not as likely to be as emotionally invested as employees who agree with
and become committed to the request of their superiors, a response called internalization.
Finally, when looking at leadership within an organization, it is important to remember
the various styles on conflict resolution. At Bowl & Barrel, it appears that accommodation and
compromise are the two most prevalent styles of conflict resolution. While both of these styles
can be semi-effective, it is important to take success and failure from other organizations in order
to ensure increased success within your own. For example, an accommodating style may be used
when a waiter or waitress feels they have been given unfair table assignments within the
restaurant. While this can be a very important issue to the employee, the manager may not feel
that it is a pressing issue for him. In this situation, the manager is able to accommodate the
employee by reassigning the table assignments, either that night or for future reference.
Compromise is another common conflict resolution in this industry. For example, an employee
may want to have a day off in the future for a personal conflict or event. In order to take this day
off, which they had been previously scheduled for, they approach the manager to be able to give
their shift to one of their peers. The manager may allow this, however, he may require the
employee to work an additional day in order to make up for the missed day.

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Addressing Leadership.
As was discussed, leadership can be considered one of the most important aspects for
success in an organization. It appears Bowl & Barrel has an average to slightly above average
understanding and effective use of power and influence within their organization. The legitimate
power within the organization is necessary as it helps to create and maintain structure within the
restaurant. The managers at Bowl & Barrel need to ensure that with their legitimate power, they
make clear, polite requests of their employees. Employees must be confident that they are able to
do their jobs without fear of failure, and most importantly, be able to ask for help when needed.
Another important part of legitimate power is to verify compliance of employees in an
appropriate manner, which could be as simple as setting goals for employees. By doing so,
managers are able to implement rewards, which can help to increase their power and influence.
Currently, it appears Bowl & Barrels managers are moderately effective at influencing their
employees to do their best work. This can be attributed to their use of exchange as the primary
influence tactic, which is, as described above, only moderately effective.
There are a few ways that Bowl & Barrel managers could be able to increase their
influence tactics effectiveness within their organization. Rational persuasion is a very effective
technique, especially with employees with a logical state of mind. For example, the managers
could show struggling employees the difference in sales and overall customer satisfaction when
the weak employee is working compared to when more dedicated employees are working. It
could turn out to be the wakeup call that a struggling employee needs to see. Inspirational
appeals could be used to influence employees who are less logical and more creative, left brain
versus right brain employees, basically. Inspirational appeals target an employees values and
ideals, and then use this knowledge to motivate and influence the employee. Although this would

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take some time and commitment from the managers in the short term, it could be the boost many
employees need that will result in increased commitment and work ethic towards the
organization.
Each of the recommendations made above will help to transfer Bowl & Barrels
employees response to influence techniques from compliance to internalization. As discussed in
the leadership analysis, compliance is the employees willingness to perform managerial
requests, but with indifference to the organization. It is important for the managers at Bowl &
Barrel to shift this attitude of compliance to one of internalization. With internalization,
employees will still complete tasks as before, although they could do so more efficiently or just
more quickly overall with increased quality. The difference between compliance and
internalization, however, is an employee who internalizes requests will not only complete the
request, but also become committed to the request. With commitment to the organization,
employees will continue to learn and grow, not just for them, but for the organization as a whole.
Managers will also learn and grow by implementing these techniques and bonding with their
employees who are the heart of the organization.
Increasing Motivation
During the observation of Bowl and Barrels wait staff, different levels of motivation
occurred between the dining and bowling area. Some employees are less engaged than others,
and this is affecting the overall customer satisfaction of the restaurant. We believe there is a lack
of difficult and specific goals for Bowl and Barrels wait staff. Implementing goal setting theory
will allow for goals to be the primary drivers of the intensity and persistence of effort. Having
specific and difficult goals will result in higher levels of performance, and ultimately increase
overall service for not only the dining area, but the entire restaurant as a whole. Goals can be

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created for Bowl and Barrels wait staff, which can be later obtained to rate their performance
during their shifts. Managers should assign specific drinks and entres they want their servers to
sell. The managers can track how much a server sells of these items on a weekly basis, and at the
end of the month reward the servers who have sold the most. The reward should be appealing for
every server. Those rewards can be better sections for the servers or having nights they want off.
This type of appeal will encourage the wait staffs goal commitment.
Managers should also monitor how many positive surveys each server receives during the
month. Every guest receives a receipt with instructions to fill out a survey, which describes how
their service was. In order for a server to receive more positive surveys than anyone else, they
will have to make sure they are delivering great service to each guest while encouraging them to
fill out the survey. Again, employees who earn the most positive surveys will receive a great
reward while also being recognized for the excellence. Managers should recognize and praise
the servers who meet these goals, while also supporting the other servers to keep striving to do
better.
Feedback and goal commitment are variables which have a strong effects on task
performance when striving towards these goals. For managers, they must give as much feedback
as they can for each individual employee as they work towards goal attainment. Updating the
wait staff on a week to week basis on overall survey scores and add on sales will help each
employee gauge on how they are progressing. As stated earlier, the managers must have their
employees buy into how committed they will be when working towards task performance.
Having the wait staff be determined to accomplish these goals will increase persistence of effort
and encourage task strategies, ultimately improving task performance and increasing service.

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Reducing Stress.
Currently at Bowl and Barrel, the servers are required to have two sections at opposite
ends of the establishment. This arrangement eliminates the ability for outstanding customer
service. On Yelp, 66% of the reviews for Bowl and Barrel have a rating of 1-2 stars, while the
competition Bowlounge has 22% of their ratings as 1-2 stars. One of the main complaints is
service. 69% of customers do not return to a business because of unsatisfactory customer service.
Bowl and Barrel should focus primarily on delivering great service to improve their image. It is
just as costly to retain guests as it is to bring them in the door. During observation, some servers
were clearly distracted while meeting the requests of their guests. Implementing a mandatory
customer service based class for all employees with making exceptional customer service the
new priority will help enhance the level of customer satisfaction. A 5% increase in customer
reaction increases profits up to 125%. Companies that prioritize the customer experience
generate 60% higher profits then their competitor. 7 out of 10 US consumers say they are willing
to spend more with companies they believe provide excellent customer service. Also, having the
servers be responsible for only one section will help reduce the stress and strain on the servers. In
turn, the servers can concentrate on delivering exceptional customer service. The servers
schedule will reflect a rotating schedule, so that everyone will work every section. 81% of
consumers are more likely to give a company repeated business after good service. Prosperity is
needed in order for a business to flourish and grow and one of the ways to acquire success is in
the restaurant business.

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Conclusion
Bowl and Barrel is a growing company which needs to address specific managerial issues
in order to improve the overall service of the restaurant. Reducing stress, improving individual
motivation among employees, and addressing their current leadership style will help the
company improve as an organization and ultimately increase their bottom line.