You are an owner of a restaurant in the city.

Your employees consist of a

manager, a chef, assistant cooks, waitresses/waiters, clean – up crew, security
guards, and cashier.

1. What criteria will you use for evaluating the performance of the waiters and
waitresses? List at least five (5) criteria and briefly describe each of them.
2. What standards will you use for each of these criteria? List the standards
and a rating scale for your standards.
3. You will meet the manager to conduct performance appraisal with
her/him. What evaluation tool will you use? Explain why you chose this tool.

Answers:

1. Restaurants are usually judged by the services they provide to their guests.
Needless to say, most of the times, waiters/waitresses are the first point of
contact for guests. Hence, in order to be equipped with the set of traits that
they need, they should undergo with the process of evaluating their
performance through these five (5) criteria. These includes the following:
a. Observant and Attentive: he/she has to be vigilant about the sitting
arrangement of the guests, filling up empty glasses, cleaning up
some unexpected spilling on the table and be there near the table
if the guests need to place some more orders after finishing a course.
b. Knowledgeable: waitresses/waiters are the face of a restaurant to
their customers. With that, they should know what they’re doing. One
must be knowledgeable enough when it comes to the company’s
policies, procedures, customer service and technical information
that is related to the job.
c. Approachable: should be friendly and easy to talk to. This means that
customers should be able to freely state their concerns to them in
order to make improvements in the business.
d. Appearance: should be dressed in the most appropriate attire that is
suited for the job. Thus, one should be neat, tidy and presentable to
the customers, because first impressions always matter.
e. Communication Skills: should be able to communicate information
accurately, clearly, and as intended, to understand and be
understood.
 2. Legend:
Exceptional (E)
Exceeds Expectations (EE)
Meets Expectations (ME)
Improvement (I)
Unsatisfactory (U)

RATING SCALE
STANDARDS

(E) (EE) (ME) (I) (U)

Observant and Attentive – knows what they’re

doing and paying attention to what is being
said or done.
Knowledgeable – having enough information

and understanding about his/her job.

Approachable – easy to talk to and makes
customers feel comfortable and at ease.
Appearance – dress up neatly and tidy to look
decent and presentable to the customers.
Communication Skills – able to communicate
effectively and being a good listener.

3. We will use the MBO (Management by Objectives) to conduct the

performance appraisal with the manager. This method is considered as a
result – oriented. Once an objective is agreed, the employee is usually
expected to self – audit; that is, to identify the skills that are needed to
achieve the objective. They are expected to monitor their own
development and progress.

GOALS ACTIONS TO BE TARGETS FOLLOW – UP SESSIONS

TAKEN
Actions Status
Taken