GHOP2023 RESTAURANT MANAGEMENT

GHOP3023 RESTAURANT MANAGEMENT

FIRST SEMESTER SESSION 2022/2023 A221

GROUP ASSIGNMENT
INTERVIEW AT POTLEPAK CHANGLUN, KEDAH.

GROUP 8

SUBMITTED TO:
DR. NOOR AMALINA BINTI MAT YUSOF

PREPARED BY:

NO. NAME OF GROUP MEMBERS MATRIC NO.

1. ZULHAFIZI BIN DZULKIFLI 270203

2. LIM LIEW ERN 279648

3. NURHASLINA BINTI ARIFIN 281954

4. NUR ARFAH WAHEEDA BINTI RUMAIZI 282048

DATE OF SUBMISSION:
9th JANUARY 2023

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Table of Content

No Contents Page

1. 1.0 Introduction 3

2. 2.0 The organzational structur 4

3. 3.0 The job description and qualifications of the restaurant manager 5-6

4. 4.0 The job description and qualifications of each position with the restaurant 7-8

5. 5.0 The uniform and dress code at the restaurant 9-10

6. 6.0 The software being used 11

7. 7.0 The common guest complaints and how they handled it 12-14

8. 8.0 Conclusion and recommendation 15-16

9. 9.0 Appendices 17-25

10. 10.0 Reference 26

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1.0 Introduction

Mr. Faiz and his wife are the proprietors of the warung-style restaurant Pot Lepak,

currently in its eighth year with 15 employees, which is situated in Kampung Paya Nomi,

Bukit Kayu Hitam, Kedah. This restaurant operates every day, excluding Friday, from 4 pm

to 11 pm. The restaurant had been operating in Kampung Titi Kerbau, Changlun, Kedah,

until it relocated to this place in July 2022 for additional parking and larger eating space. It all

began with a burger stall managed by Mr. Faiz's wife, I ❤ Burger, in 2013 where they sold

COD burgers made using his recipe. After their marriage in 2014, they opened Pot Lepak,

and their business has since continued to expand. This restaurant offers rice meals with

grilled fish or squid as well as western cuisine. Western cuisine includes all kinds of pasta,

platters such as grilled chicken chop, fish & chips, meatballs, and others, homemade burgers,

and “dulang” which combines all kinds of western cuisine in a tray. In the open space at the

front of the shop, there are 12 types of food vendors selling different types of food such as

laksa, lokching, oden, otak-otak, tauhu bergedil, yongtaufu, satar, charkueyteow, waffle,

satay, sizzling, and Kissbee ice cream.

During Ramadan, western cuisines will be closed, and every evening there will be a

small bazaar opened in front of their stall. After two years of closure due to the pandemic

Covid-19, it is claimed that they would reopen the bazaar this year along with the western

food. The restaurant continues to serve cheap cuisine in large servings because they adhere to

the warung idea. They also operate a self-service model where customers must walk to the

counter to make an order, take their spoons and forks on their own, and pack away any

leftover food in a designated area called the "tapao section."

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2.0 Organizational Structure

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3.0 Job Description and Qualifications of The Restaurant Manager

In our interview at Pot Lepak Changlun, Kedah is fully controlled by the owner and

also the manager which is Mr. Faizrul Nizam bin Jamalakhir. This year he is 33 years old.

While starting work or opening their restaurant (Pot Lepak), he will do accounting things first

and at 2pm he will take over to enter the kitchen. Before he got married, they (together with

his wife) made burgers using their own recipes and made COD, and they decided to get

married, and from there came the idea of opening a food and beverage business.

Work experience is also very important. When we want to apply for a job the most

frequently asked question is, "Do you have previous work experience?" so it is proof that the

experience in the field of work is more important to know all the performance in the

workplace. As the owner of Pot Lepak said, he has working experience for almost 10 years.

He said, work experience is very important to start a business, which means that gaining

business-related knowledge is also one of the factors that need to be emphasized.

Before we go into the qualifications to become a restaurant manager, it would be good

if we look at what is meant by restaurant manager. Restaurant managers play an important

role to ensure that businesses operate effectively and efficiently. Their efforts, which include

good personnel management, are ultimately focused on ensuring the restaurant's success. To

become a restaurant manager the owner also said, we need to be strong because the staff has

various manners.

Furthermore for employee behavior, employee behavior is how the employee interacts

with the current situation at work. Whether they are bad or otherwise but it will be judged by

the customers who come. According to his work experience previously, he found that some

of the staff are very playful, some are rude and some are good at respecting their superiors.

At his workplace now he considers all his staff as family. If there is an older staff member he

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will make the appropriate call but if there is a young one he will do the same thing. He also

stated that’s why it is necessary to be a good manager, but don't be too gentle to them because

later they will take the easy way out and will be impolite.

For his advice for students out there, if they want to open a business soon it is

important to have strong mental and physical skills. As he mentioned, being a tenacious

employee is not easy because the superiors will continue to push us to work better. In terms

of customers, he also said customers are not always right. This is because working in the

customer service department is very challenging because you have to serve a variety of

different customer needs. Some are impolite, like to spread slander and the type who is not

good at patience. So overall, the customer needs to be handled wisely and must be patient.

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4.0 The Job Description And Qualifications Of Each Position With The Restaurant

(Excluding The Manager)

The job description at Restaurant Potlepak of dishwasher to wash the dirty dishes. The

dishwasher is responsible for washing the tableware collected by the waiter in the back

kitchen. They need to wash the plate and bowl with dish shampoo and then wipe the plate and

bowl. They need to ensure the dish is clean and dry for the next customers to use. The

qualification for dishwasher is to keep the tableware clean and hygienic.

There are some types of chefs at Restaurant Potlepak which are deep fryer chefs,

pasta chefs, platter chefs, grilled chefs and rice set chefs. First, the job description of deep

fryer chefs is responsible for frying food. They need to prepare dishes that are related to

frying such as fries and chicken fingers. They will fry dishes such as fries while receiving the

order. Second, the job description of pasta chefs is to prepare pasta including a variety of

types of pasta that are listed on the menu of the Restaurant Potlepak. The pasta chef needs to

cook the pasta with food such as chicken chop or lamb chop according to the orders from the

customers. Third, the job description of platter chefs is to prepare food at the platter station.

They need to prepare dishes such as meatballs and Maryland chicken.

Fourth, the job description of grilled chefs is to prepare food related grilling. They

will be responsible for grilled chicken chop or beef. According to the manager of the

Restaurant Potlepak, these four positions, which are deep fryer chefs, pasta chefs, platter

chefs, grilled chefs, have two staff members in every position. The purpose of this approach

is to ensure that every position has backup staff if one of the staff got sick. Therefore, every

station still can work even though some staff asked for leave. Last, the job description of set

rice chefs is responsible for preparing a variety of rice sets on the menu. The scope of work

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includes setting, cooking, and packaging the rice set according to the orders from the

customers.

The qualification of the chefs is they should have the knowledge and experience

related according to the position of them such as frying, cooking, grilling or others.

According to the manager of the Restaurant Potlepak, characteristics of interested in working

and willing to learn is necessary to be the staffs of the Restaurant Potlepak. This is because

people who are really interested in working in the kitchen will take work seriously and stay

long in the restaurant. Moreover, people who are willing to learn will working with a positive

attitude and willing to solve the problems they faced. The manager less emphasis on

academic qualifications and diplomas while hire employees due to some educated young

people are usually demand high salary and arrogant. Therefore, the manager of the Restaurant

Potlepak prefer hire people who are interested in working in the restaurant by teach them

from scratch even though they don’t have knowledge related to the kitchen.

The job description of a waiter at Restaurant Potlepak is to serve the customer. The

waiters need to serve the customers by taking the menu to them when the customer enters the

restaurant. They also need to record the order from the customers and take the order to the

kitchen. After the food and drinks are prepared, the waiters need to serve the food and drinks

to the customers based on the orders.

Besides, another job description of a waiter at Restaurant Potlepak is to clean the

dining table. The waiter needs to clean the dining table after the customers finish their dishes

and leave the restaurants. The qualifications of a waiter at Restaurant Potlepak are able to

adapt to the circumstances and patience. As a waiter, they need to deal with a variety of

customers. There will be a variety of situations. Therefore, they should be able to adapt to

sudden changes in the situation they face. Patience is necessary for the waiter at Restaurant

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Potlepak because they need to wait for the customers doing orders patiently and communicate

with the customers patiently while converse with the unreasonable customers.

5. The Uniform and Dress Code At The Restaurant

In general, the dress code is one of the rules or ethics of the correct way of wearing

according to the respective place or company. This dress code also includes the rules of

clothing that can be worn and also clothing that cannot be worn. For example dress codes in

institutions or companies such as schools, offices, hotels, or restaurants. Restaurants also

have guidelines for the rules of use that must be followed by restaurant workers because it is

one of the hygiene features for someone who works as a food operator.

There are several benefits if a restaurant has a dress code. For example, customers

give a good impression because the clothes worn are clean and neat and make the employee

look like someone professional. In addition, it shows the brand of a restaurant because the

uniform of the restaurant workers has the logo or name of the restaurant on the shirt, cap, or

apron like the Pot Lepak restaurant uniform. It can also guarantee the safety of staff because

appropriate clothing can prevent accidents from happening in the restaurant, especially in the

kitchen (WebstaurantStore, 2021).

For the uniform and dress code of the staff at the Pot Lepak restaurant, they are all

provided with t-shirts and Pot Lepak aprons. This shirt and apron are black. For male staff,

they are required to wear a hat or cap to prevent their hair from getting into the food ordered

by customers. While for women they need to wear a hijab which can also prevent hair from

falling into the food. All staff must be dressed appropriately in the restaurant and their shoes

must be closed. In addition, the restaurant manager also said that all staff has undergone a

food handling course. During the management course, the staff has already been exposed to

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the correct etiquette when working in the kitchen or restaurant. So the Pot Lepak restaurant

staff know and understand the dress code they should use when working.

The reason why is that Pot Lepak staff wear black uniforms to prevent their uniforms

from looking dirty. If their uniforms are bright in color, they get dirty easily, maybe because

of splashes of food and water or something like that. Black uniforms are very suitable for

staff working in restaurants. In addition, the selection of black uniforms can also make all

staff wear uniforms. Pot Lepak supplies the same clothes for all staff to show uniformity.

Uniformity appears to be a very manageable system.

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6. The Software System Being Used

The software used by Pot Lepak restaurants is a BIG POS system. BIG POS system

meaning for (point of scale) which is the best solution for a business company. Pot Lepak is

one of the companies that use it. A BIG POS system will smooth the business activities of a

company. In this software system, there are several applications such as BIG POS Inventory

Apps, BIG POS Analytics Apps, and BIG POS Waiter Apps. It will make it easier for the

manager and the hangout staff to carry out tasks at the restaurant.

Among the functions of BIG POS System software is that it can help restaurant

managers manage inventory. In addition, this software system can also help the server staff to

take orders from customers. It will make all the activities at the restaurant organized.

This system is very helpful in terms of launching all activities at the Pot Lepak

restaurant. Its function is very efficient and therefore this software system is widely used by

companies in Malaysia (BIG POS, 2022).

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7.0 The Common Guests’ Complaints and How They Were Handled

Guest complaints is very common in all organizations. Because there are many

different customers behaviour out there specifically restaurant manager must always be ready

to face them. Customer basically get annoyed when something doesn’t reach they expectation

and they will feel triggered also mad. But most importantly, how to take smart steps to solve

it immediately. The following below are common guest complaints faced by Potlepak

restaurants.

Poor service and long waiting time: According to the manager of the Restaurant Pot Lepak,

there are some customers who complain that their restaurants take a long time to prepare

food. Based on the reviews for the Restaurant Pot Lepak on the web, some reviews show that

some of the customers are unsatisfied with their waiting time for dishes. For example, one of

the reviews comments that his order is delayed up to 45 minutes. This speed of preparing

dishes causes the customers to wait for a long time for dishes. Moreover, another review

comments that the service of the restaurant is very slow. He ordered food at 8.30 pm, but he

received food at 10.06 pm. He takes a longer time, which is 1 hour 36 minutes waiting for the

dishes but when the food arrived, it was cold.

Solution: The employees will tell the clients that it will take a while for their food to be

prepared due to the large volume of customers before they confirm their order as a response

to these concerns. Additionally, they will let customers know when the restaurant is busiest

and suggest times when it is less crowded so that they may visit during that time and avoid

having to wait a long time for their food.

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Impolite staff: Polite and friendly staff in front of customers is one of the main keys to why a

business is successful. Restaurant Pot Lepak Changlun also had a few criticisms from

customers who have already come to their restaurant. Some customers commented, the drinks

they ordered were different from the ones that arrived in front of them. There are also

customers who complain that they are a little disappointed with the attitude of some

employees who are a little rude in treating customers. For example, there is a staff who is a

bit impolite in answering customer questions like they just pretend they don't know and the

other case is, customers who call the staff but they don't listen and then leave. Giving a nice

and sweet smile is also important while delivering customers food. But in this case, certain

staff who deliver food to customers give a stern face without a smile that will make

customers feel not appreciated.

Solution: According to the manager, the most important step in handling this complaint is to

listen and apologize to the customer for the inconvenience they faced. Then, thank the

customer for their feedback and he will reassure them that he will speak with the offending

staff and take the necessary action. It is also important to talk with the employee and listen to

both sides of the story. If the employee is in the wrong, they should be re-educated in the

right policy.

Insufficient dining tables: Besides, another review shows that there are insufficient dining

tables for the customers to sit at. Sarah Jamil from an online web review, who is a customer

of the Restaurant Pot Lepak, comments that there is not enough dining table space. People are

crowded and sitting together due to insufficient dining table space. Sarah Jamil comments

that it is not suitable to have a crowded sitting because the covid-19 can spread to other

people if they are sitting too close. Moreover, another review from Sharil Miza comments

that there are insufficient dining tables in the Restaurant Pot Lepak. This customer has a

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negative dining experience because the next customers stay near his dining table even though

he hasn’t eaten. He feels forced to finish his meal quickly to give up his seat to the next

customer.

Solution: Increasing the number of tables outside the restaurant is one of the solutions used to

address this problem. However, because there are no covered areas outside the restaurant,

they have to inform the customers that there are no more tables available when it is raining.

Expensive price with low-quality food taste: Putting the price of an item should be carefully

observed because, if the item they buy does not exceed expectations, they will make a bad

complaint. like there is a price there is quality. Half of the customers feel that the price of

food offered by Pot Lepak Restaurant is quite expensive. Compared to other western

restaurants. Someone commented the prices for some foods are ridiculous when compared to

the quality of the food that arrives. It also doesn't taste much and is not worth buying.

According to the owner, some customers have different tongues. Some like spicy food, some

don't like spicy food, and vice versa. For example, there are customers who complain about

the salty black pepper sauce, but when the other staff thinks it's not as salty as expected.

Solution: The kitchen staff will make an effort to improve the meal, but they are unable to

handle all taste complaints, particularly when it is during peak hours. Another option is to

prepare the dish slightly blandly and provide salt, pepper, sugar, and chili flakes on a side

table for customers to use as they see fit to season their meals. When a customer complains

about the price, the manager will explain the high quality of the ingredients and the quantity

of the portion offered, assuring them that their money would be well spent.

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8. Conclusion and recommendation.

In conclusion, what we can see after interviewing the manager of the Pot Lepak

restaurant is that the management implemented by the owner who is also the manager of the

Pot Lepak restaurant is very organized. The management includes all parts such as kitchen

management, inventory, profit capital, staff, and also customers. Being a restaurant manager

is not an easy task and it requires efficient skills and experience as well as a lot of patience to

handle and manage the restaurant.

In addition, the Pot Lepak restaurant concept is also interesting and up-to-date. The

menu at Pot Lepak also has various types such as western food, rice sets, spaghetti, and also

menu sections. The price of each meal provided to customers is also worth it. This factor

makes Pot Lepak restaurant the one choice for many customers. During the interview session,

the restaurant manager also stated that their business concept is "business while giving

charity" this idea is a good idea so that customers are not burdened with high prices when

dining at Pot Lepak restaurant.

However, there are also comments or complaints from customers about Pot Lepak

restaurant in terms of service, food taste, the attitude of staff, facilities in the restaurant, and

even in terms of the price itself. They solve all the complaints with good solutions to ensure

the quality of their service is always good for customers. The restaurant manager said they

look at all the comments and complaints given by customers in a positive light. This is

because every comment and complaint they can use as a guideline to increase the quality of

their service to be more efficient and professional.

Also based on the interview, the Pot Lepak restaurant manager always says that

whoever wants to join the Food and Beverage (F&B) or work or open a business in the F&B

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industry needs to have a firm heart. This is because there are many challenges and obstacles

to success in this F&B field. As a restaurant manager, all challenges faced need to be

managed and solved professionally. It gives some motivation to others, especially students

who are interested in opening a restaurant or becoming a restaurant manager. Pot Lepak's

manager also advised us not to give up easily.

Experience is also important to be a restaurant manager. This is because, in the

interview, the restaurant manager of Pot Lepak said before becoming a restaurant manager

and opening up the Pot Lepak restaurant, he had worked in the F&B industry for 10 years to

gain knowledge and experience in this industry. So with the experience and knowledge, he

can manage Pot Lepak well.

For the recommendation based on the solution made by the Pot Lepak restaurant, we

also have suggestions and recommendations for improvement. For the first solution related to

customers having to wait a long time to get food, our recommendation is that Pot Lepak can

provide snacks such as snacks and crackers as well as common drinks such as ice syrup to

prevent customers from feeling very hungry while waiting for a long order.

In addition, we also suggest that Pot Lepak restaurants study which of their menus is

the choice of many customers. This can make them identify the popular menu and they need

to increase production or increase efficiency in the department that prepares the menu.

Indirectly, it will be able to improve the quality of service and it also shows that the

service provided by Pot Lepak staff is very professional. It will be able to raise the name or

brand of Pot Lepak among restaurant customers. Customers will also feel comfortable and

happy to continue visiting Pot Lepak restaurant as a destination for them to dine in.

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APPENDICES

Figure 1: Restaurant Potlepak environment from outside.

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i g

u r

2: Potlepak restaurant from inside.

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Figure

3: Uniform used by the workers there.

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Figure 4: “Rice set” among the menu available at Potlepak restaurant

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Figure 5: Platter, burgers and pasta.

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Figure 6: Among other menus at Potlepak restaurant.

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Figure

7: Platter menu

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Figure

8: Set Nasi menu

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Figure

9: Drinks and family set menu.

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REFERENCE

BIG POS. (2022, December 13). BIG POS. https://bigpos.com/

WebstaurantStore. (2021, March 17). Employee Dress Code: Creating a Policy for

Your Restaurant. WebstaurantStore; WebstaurantStore.

https://www.webstaurantstore.com/article/77/restaurant-employee-dress-

code.html

‌Frank Gianotti. (n.d.). What Does Restaurant Manager do? Retrieved January, 1, 2023,

from https://hospitalityinsights.ehl.edu/what-does-a-restaurant-manager-do

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