JUNE 26, 2019
KARACHI HOT N SPICY RESTAURANT
FINAL PROJECT REPORT
HUMAN RESOURCE MANAGEMNET
SUBMITTED TO SIR. AITZAZ KHURSHEED
SUBMITTED BY SAMRA SAGHEER
BUSHRA MUMTAZ
SANDEELA TARIQ
ZERTAJ AHSON
SAMREEN AKHTAR
INTRODUCTION
Jam Mukhtar Ahmad Chauhan is the founder of Karachi Hot ‘N’ Spicy Bar B Q. He
started his journey in 1996 from the Mall Road of Lahore City. After few years of hard
work, he opened his own Restaurant. Named ‘Karachi Hot ‘N’ Spicy Bar B Q’ at H Block
Food Street Defence. With time Mukhtar opened two more branches in Lahore, one in
Johar Town and another in Bahria Town. They also have many branches in different cities
of Pakistan. They are not stopping here; They plans to expand the business outside
Pakistan as well.
VISION STATEMENT
To be the best & leading fast food provides around the globe.
MISSION STATEMENT
To be the world best service restaurant experience e.g. to provide the outstanding quality,
services, cleanliness and value to customers.
PRODUCTS & SERVICES
SPECIALITIES
BBQ, Paratha Roll and Biryani are the specialties at Karachi Hot and Spicy BBQ but a whole
range of Chinese, Continental and fast food is also served at all the branches.
CATERING
Karachi Hot and Spicy BBQ (Khas Group) is now into the catering business also. It has already
provided services to the clients in Faisalabad, DG Khan, Kohat, Rahim Yar Khan and Haroon
Abad. The events can range from wedding parties to political meetings where the number of
guests runs into thousands. Mukhtar says he is able to provide catering services for guests
numbering up to 5,000 in any city of Pakistan with a short notice.
HEADQUARTERS & COMPETITORS
HEADQUARTERS
Karachi Hot ‘n’ spicy headquarters are located in Lahore, Punjab.
COMPETITORS
• Al Nakhal Restaurant
• Biryani Express
• Pizza Hut
SIZE
EMPLOYEES
It has an estimated 45
employees for each outlet
OUTLETS
SALES
It has 4 outlets:
It has an estimated annual
revenue of 3.5M Defence Branch
Bahria Tow Branch
Johar town Branch
Dera Ghazi khan Branch
ORGANIZATIONAL STRUCTURE
ORGANIZATION FUNCTIONS
PLANNING
The Hot & Spicy restaurant manager have to do strategic planning to steer the restaurant in a
certain direction over the long term. They plan shifts and the day-to-day running of the
restaurant. They are also involved in developing new markets for the restaurant and attracting
more customers from the existing target market. They plan to work closely with their
subordinates to implement appropriate strategies.
ORGANIZING
The Hot & Spicy restaurant managers coordinate a vast range of activities. Managers carry the
responsibility of the business performance of the restaurant they also maintaining impeccable
standards of service, food, safety and health. They coordinate all operations which includes
organizing the table reservation, welcoming customers, advising guest about menu options,
recruiting new staff members, organizing the shifts of waiting, kitchen and cleaning staff.
LEADING
The Hot & Spicy restaurant manager understand that all work is teamwork and restaurants need
every team member focused on the bigger picture. They take personal accountability. They
spend a great deal of time gaining valuable experience in restaurants by giving the direction to
executive chefs or head cooks to train them to hone sufficient skills. They work their way
through the ranks, moving from dishwasher to house manager as they gain skills and experience
and get motivation as well.
MONITORING
The Hot & Spicy managers oversees all the activities executed by waiters, kitchen and other
related personnel to make sure that they are providing good quality food and managing the
restaurant as per their plans and objectives. They deal with the complaints from customer, review
them, and take appropriate action against them to sort out their complaints. They manage
personnel and gives feedback where necessary. They make sure that all staff members are
dressed according to company policy and executing all the orders in time.
DESIGNATIONS FOR THE PROJECT
MANAGER CASHIER
EXECUTIVE
CHEF
WAITER
MANAGER
JOB DESCRIPTION
JOB IDENTIFICATION
Job Title: Manager of Karachi HOT ‘N’ SPICY
Reports To: CEO
JOB SUMMARY
The person on this position guides & manages overall position of employee’s services, programs
& policies for a company. He is involved in planning, organizing, & controlling the activities of
employees in the restaurant. Furthermore, he is involved in recommending new policies,
procedures & maintaining restaurant records & reports.
DUTIES & RESPONSIBILITIES OF MANAGER
• Developing and implementing strategies for development of Restaurant.
• Support current and future business needs like expand of business through the
development, motivation and preservation of human capital.
• Nurture a positive working environment.
• Maintain pay plan and benefits programs for employees.
• Contributing to the development of Restaurant goals, objectives, and systems.
• Developing, revising, and recommending personnel policies and procedures.
• Conducting new employee orientations and employee relations counseling.
• Ensure our restaurant staff complies with health and safety regulations in the hospitality
industry.
STANDARD OF PERFORMANCE & WORKING CONDITIONS
• The job will involve travelling.
• Will have a high degree of social interactions.
• The recruitment of employees should be successfully completed within required time period.
• Maintain maximum output from employees.
• Any employee issues should be handled within reasonable time.
JOB SPECIALIZATION
FORMAL EDUCATION OR EQUIVALENT
• Master’s degree in Management Sciences or any Master’s Degree.
SKILLS
• Excellent communication skills.
• Must have strong leadership abilities.
• Should be great at multitasking.
• Should have strong time management skills.
• Experience with creating a culture of engagement, collaboration and teamwork.
SALARY
Rs114K-Rs126K PKR.
SELECTION AND RECRUITMENT TEST
SELECTION TEST
Karachi ‘Hot n Spicy’ told us they have 2 manager and they are son of owner. So, they have no
selection test and interview for manager.
RECOMMENDATIONS
COGNITIVE ABILITY TEST
We recommend them cognitive test which can be helpful for them to select the manager by
checking their mind according to the decision-making aspect as well as the management skills
they can apply in this designation.
COMMUNICATION TEST
We also recommend them to conduct communication test for the manager because he has a huge
interaction with the staff, customers and with top level management like CEO so he must have
good communication and interpersonal skills.
TRAINING & DEVELOPMENT
They are son of owner so we don't think so they need training. We conclude this from interview
they gave us.
SUGGESTIONS
TRAINING METHOD
The method we suggest use to train the Manger is Committee Method. A group of trainers
(Human Resource Management) asked them to solve a given organizational problem by
discussing the problem. This helps to improve team work.
Full article for manager training:
[Link]
PERFORMANCE APPRAISAL SYSTEM
It is not a big firm so they don’t have proper appraisals system so the method we suggest them
for different designations are as follow:
They have 2 manger sons of owner they are available all the time if they are not available then
this responsibly is done by head of waiter (Supervisor). We don’t think so to make an appraisal
of them but manager can Compensate supervisors on their work done by them.
EXECUTIVE CHEF
JOB DESCRIPTION
JOB IDENTIFICATION
Job Title: Executive Chef for KARACHI HOT ‘N’ SPICY Restaurant.
Reports To: Manager of the Restaurant.
JOB SUMMARY
The executive chef is the person in charge of the kitchen. Everything that goes out of
the kitchen is the responsibility of the executive chef in the eyes of the employer; therefore, it is
essential for the person with this job to be able to maintain complete control of the kitchen at all
times and to command the respect of his or her kitchen staff. Responsible for all the food
production including all the items produced for Restaurant. Development and monitoring of the
food and labor budgets for the department also maintained by the executive chef. He is
responsible for the maintenance of highest professional food quality and hygiene standards.
RESPONSIBILITIES AND DUTIES
• The Executive Chef schedule and coordinates the work of 4 chefs and other kitchen
employees to ensure the food preparation is ecnomical and technically correct.
• The Executive Chef ensures the company standard of hygiene cleanliness and safety
maintained throughout all kitchen area at all time.
• He/She plans the menu for (Speciality addittion) in food 5 outlets of restaurant.
• The Executive Chef evaluates food products to ensure that company quality of standard
are consistantly attained.
• He/She develop the standard recipes and techniques for food preperation and presnetation
for high quality.
• The Executive Chef cooks, or directly supervises the cooking of, skill intensive items
(difficuilt recipes).
• He/She ensures proper staffing for maximum productivity and work efficiency.
STANDARDS OF PERFORMANCE & WORKING CONDITIONS
• Displays leadership in guest hospitality, exemplifies excellent customer service and
creates a positive atmosphere for guest relations.
• Build, lead, inspire and empower a strong, talented culinary and kitchen staff.
• The Executive Chef have to make sure everything to do is on point and get along with
coworkers and adjust themselves to their work hours.
JOB SPECIFICATION
EDUCATION
• Able to demonstrate excellent written and verbal communication in English.
• 3 Year Hospitality Management or equivalent Culinary university degree.
SKILLS
• Financial management skills, such as accounting.
• Time management skills
• Communication skills
• Leadership skills
SALARY
80,000-100,000 PKR.
SELECTION AND RECRUITMENT TEST
SELECTION TEST
Karachi ‘Hot n Spicy’ Owner told us about the recruitment of Executive Chef in the restaurant
through different tests. He said that they take a Trail from chefs before their selection. Chef made
Specialties food items within minimum time requirement & share multiple unique recipes to get
selected for the position. They also check either they maintain the taste or not.
INTERVIEW
After the test Passed by chef, they take an interview from them. They ask chefs about their
qualification related to the job and experience. The Owner told us about the ways they conduct
interview of chefs through the following ways:
1: UNSTRUCTURED INTERVIEW
The interview they conduct is totally unstructured because executive chef position is known as a
higher-level post and chefs are educated enough to answer the interviewer for example, in Karachi
‘Hot n Spicy’ managers ask chefs about different recipes of food.
2: CONTENT
Managers ask from chefs about Situational Content whether they have done this type of job or not.
They also ask Job Related questions for example: They can manage time with their cooking skills
or not.
3: ADMINISTRATION
It means that the interview is conducted in which way for example: Karachi ‘Hot n Spicy’ call one
by one candidates and take their interviews in Panel of 3 to 4 people (managers).
RECOMMENDATIONS
We give some recommendation to the manager about the selection test and interview of candidates
for this designation are as follow:
1: CLEANLINESS TEST
They must observe the cleanliness maintain by chefs during the trails of food. It is important for
the hygiene of food and for their customer health and also for the good reputation of the restaurant.
2: QUESTIONNAIRE TEST
They should as well prepare a questionnaire for chefs related to ingredients, nutrition’s and health
benefit of the food. Because, people are more concern about the quality contained by the food
items so if a chef is able to pass this test then it will be beneficial for the customer as well as for
the restaurant.
TRAINING & DEVELOPMENT
They train them by make them assistant of currently working chef the training session for chef is
3 weeks then he can work or make dishes for customer.
SUGGESTION
TRAINING METHOD
The method of training use to train the executive chef according to our conclusion is Coaching
Method in which the chef is placed under a particular previous chef who tell new chef all the
cooking method used in the restaurant & functions as a coach in training and provides feedback
to the trainee.
Links for more training:
[Link]
[Link]
PERFORMACE APPRAISAL SYSTEM
They have 3 executive chefs on 3 different branches in Lahore 1 on each they compare them
with each other how they are working they check their cooking method either according to
standard they set or not as they do it before their recruitments. Then according to their work, they
should increase their pay 2 to 3 percent by using Graphic Rating Scale Method.
Below Expectation Meet Expectation Role Model
The executive chef oversees day- The executive chef oversees day- The executive chef oversees
to-day activities, but doesn't do to-day activities, do hire, train or day-to-day activities, but hire,
hire, train or fire kitchen staff. fire kitchen staff with train or fire kitchen staff
So, the chef will be considered as responsibility on time. So, the responsibly before the specific
below the expectation of chef will able to meet the time and also perform multiple
organization which they need. expectation of organization. tasks at a time as they are
involved and as well engaged
with their jobs.
CASHIER
JOB DESCRIPTION
JOB IDENTIFICATION
Job Title: Cashier for Karachi Hot & Spicy Restaurant.
Reports To: Manager of The Restaurant.
JOB SUMMARY
Cashier is the person who receives money and cahier is responsible for welcoming customers,
answering their questions, helping them locate items, and providing advice and
recommendations. Operating scanners scales cash registers, and other electronics. Accepting
payments, ensuring all prices and quantities are accurate and proving a receipt to every customer.
And cashier plays the organizing functions and leading company effectively and efficiently for
the success of its company.
RESPONSIBILITIES AND DUTIES OF CASHIER
• Answering the questions of employees by helping them locate items and providing advice
and recommendations.
• Manage large sum of money daily with responsibility.
• Operating scales, cash registers and other electronics.
• Balancing the cash register and generating reports for credit and debit sales.
• Accepting payments, ensuring all prices and quantities are all accurate and proving a
receipt to every customer.
• Processing refunds and exchanges, resolving complaints.
STANDARDS OF PERFORMANCE AND WORKING CONDITIONS
• Have a high level of social interaction. They work with customers constantly.
• Have daily face to face discussions with customers and coworkers.
• Must be very exact in their work and be sure with all details are done. Errors could cost
the company money.
JOB SPECIFICATIONS
EDUCATION
• Cashier required no specific qualification.
• Cashier should have a basic knowledge of mathematics, because they need to be able to
make change and count the money in their register.
SKILLS
• Basic Math
• Interpersonal communication Written /Verbal communication.
• Time management
• Telephone Etiquette
• Customer service
SALARY
25000 to 35000 PKR.
SELECTION AND RECRUITMENT TEST
SELECTION TEST
As according to our organization for selection of cashier there is no proper test they only hire on
the abilities and quick decisions of the cashier as well as their past experience.
INTERVIEWS
After selection on test basis cashier is final selected on interview which is depends on different
types of interviews held for cashier.
1. STRUCTURED INTERVIEW
For cashier structured interview cashiers are selected on its skills. Because at this post cashier are
not very educated so for this the cashier is selected on the basis of structured interview.
2. CONTENTS
For cashier job managers ask to cashier about its job-related questions according to their past
experience.
3. ADMINISTRATION
In this type of jobs managers select cashier on its experience and specialized in mathematicians.
RECOMMENDATIONS
From all about the above discussion there is already no proper tests for hiring cashier so, here are
some suggestions provided.
1. IQ LEVEL TEST:
For hiring cashier, they must test their IQ level Intelligence test must be compulsory. Because, it
will tell the accurate calculation made by the cashier and even in the critical situation how well
the cashier manages the customers billing system.
2. ACCOUTING RELATED TEST:
Cashier must have known how about the company’s situations & manager must ask about the
accounts related questions from the cashier because he is in the post of accountant. It should be
compulsory because, cashier handle all the financial system of the restaurant.
3. COMMUNICATION TEST
Verbal communication skills must be improved for cashier post because he interacts with many
customers. So, manager must take a communication trail from cashiers and also conduct a test.
TRAINING & DEVELOPMENT
They hire a trusted and experienced person then they give a training by saying them sit with
currently cashier and also said them learn the name of dishes and price of them.
SUGGESTION
TRAINING METHOD
The method we suggest is use to train cashier is also a Coaching Method in which the trainee is
placed under a particular supervisor who functions as a coach in training and provides feedback
to the trainee.
Online Cashier training program:
[Link]
PERFORMANCE APPRAISAL SYSTEM
They have only 6 cashier 2 on each branch the method we suggest is Pair Comparison Method
which can easily decide who is working properly and who is not and after identify the best one
company should give them a reward which will keep them motivated They should reward them
after 6 months to 1 year through this comparison method.
WAITER
JOB DESCRIPTION
JOB IDENTIFICATION
Job Title: Waiter for KARACHI HOT ‘N’ SPICY Restaurant.
Reports To: Manager of the Restaurant.
JOB SUMMARY
The job of a waiter incorporates a wide scope of responsibilities and obligations that differ as per
the directions of boss. In any case, there are various general tasks and duties that are center to the
job. The activity and competency necessities for a waiter position are generally standard all
through the hospitality industry. Waiter obligations incorporate welcome and serving clients,
giving point by point data on menus, performing multiple tasks different front-of-the-house
obligations and collecting the bill. The waiter should be amiable with the customers and ensure
they make the most of their suppers.
RESPONSIBILITIES AND DUTIES
• The waiter greets and escort the customers politely as they enter in the restaurant, introduce
himself/herself to customer and show customers their tables.
• The waiter presents the menu and explain the menu in terms of preparations, ingredients and
provide detailed information when required e.g. about portions etc.
• The waiter maintains updated knowledge and inform the customers about the day’s specials
or any discounted deals.
• The waiter takes accurate food and drinks order by memorization or order slips.
• The waiter communicates order details to the Kitchen staff with responsibility and serve food
and drinks.
• The waiter collects the bill payments before the customer leave.
STANDARDS OF PERFORMANCE & WORKING CONDITIONS:
• The waiters work closely with the customers and kitchen staff so they have a high level of
social interaction with them.
• The waiter must respond wisely to the unpleasant, angry or discourteous customers.
• The waiter must wear a special uniform or dressed according to the prescribed dress code.
• The waiters are responsible for the health of their coworkers and customers by providing
them hygiene food and informing them about allergic foods.
JOB SPECIFICATION
EDUCATION
• He/She should have Maximum Matriculation Degree.
• Must have the knowledge of hygiene food, sanitation standards and health codes.
EXPERIENCE
With minimum of a 1-year experience in a similar capacity/function in some renowned restaurant
or hotel.
SKILLS
• Communication skills.
• Multi-tasking.
• Honesty and integrity.
• Numeracy skill.
• Customer service.
• High energy level.
SALARY
15000-25000 PKR.
SELECTION AND RECRUITMENT TEST
SELECTION TEST
A maximum number of applications are received by the managers related to this post. Different
test helps the manager to hire the best candidate for the job. They also check the performance of
waiter through various activities like, table setting, how to ask the customer for food & other basic
things that are include in waiter services. Some of following test can be taken from the candidates
in order to choose the best.
INTERVIEW
After testing the candidates, the highly scored candidates are invited for the interview. A structured
situational interview is conducted in which the observer evaluates and score the responses of the
candidates. The candidate is given different situation questions such as what if a customer finds
out the food not as per order then how will he react? The respond is on the basis of highly scored
candidate, the recommendation for the waiters’ test can be:
RECOMMENDATIONS
1. COGNITIVE ABILITY TEST
Through this test, the manager gets to know about the general abilities of a candidate which
includes his memory, verbal fluency and numerical abilities. As a waiter needs to memorize about
many things e.g. menu, ingredients, order etc. Along that his numerical ability should be strong as
he collects bill from customers.
2. TEST OF PHYSICAL ABILITY
A waiter has the most tiring job as he needs to walk whole time on duty and serving orders to
customer, immediately reaching to customer whenever they call. So, such test would be useful to
know the stamina of the candidate.
3. WORK SAMPLES
This is the most important test as through this we can accurately predict the job performance of
the table. In this test, the waiter is asked to perform several tasks. They are asked to prepare the
tables for the guest, take orders, and serve the food. In this test, their communication skills, work
performance and time taken in each task is evaluated by the observer.
TRAINING & DEVELOPMENT
They hire experienced waiter but they give them a training of 1 week by observe them how
current waiter are doing their job.
SUGGESTION
TRAINING METHOD
The training of waiter can be done according to Job Instruction Method. It is Also known as
Step-by-Step Training in which the trainer explains the way of doing the jobs to the trainee and
in case of mistakes, corrects the trainee.
Video of waiter training:
[Link]
PERFORMANCE APPRAISAL SYSTEM
WAITER
They have 30 waiters on their 3 branches according to their need. They can also compare them
with each other who is doing well and who is not through Alternative Ranking Method. This can
be done by customer feedback how much number give to waiter according to service after this
evaluation the most highly ranked waiter can become a supervisor or head of the waiters to lead
them or restaurant should give them a gift for their motivation.
JOB EVALUATION
The organization we have selected is small level so the method we suggest them to evaluate the
job is ranking method. Taking an example, we will evaluate the job according to the
salary/wages of our designations for this project by comparing them with other same level
designation of different organization.
JOB RANKING AT KARACHI HOT N SPICY
RANKING ORDERS OUR CURRENT AVG CURRENT OUR FINAL
MONTHLY PAY MONTHLY PAY ASSINGNED PAY
(OTHERS)
Office Manager 114-126k PKR 300-400k PKR 200-2250k PKR
Executive Chef 80-100k PKR 100k PKR 90k PKR
Cashier 25k-35k PKR 25k-30k PKR 30k PKR
Waiter 15k-25k PKR 20k-30k PKR 25k PKR
Thus, this is the simplest job evaluation method as well as the easiest one. After conduct this
research, we compare what we are paying for each job and what others are paying and then
decide to adjust our pay scale according to this. This research helps us ensure that our pay will be
externally equitable.
