Andy Garafallo has made his mark in the restaurant industry. His extensive knowledge coupled with a genuine appreciation for customers and staff have, in large part, contributed to 25 years of success. At the core of Andy’s approach to business is a philosophy that centers on integrity and ethical choices. In this regard, Andy’s focus on consistency and customer satisfaction has played a major role in his longevity in the industry. Andy’s supportive approach to staff management has also aided in his overall success. In taking on the position as both teacher and coach, Andy has been able to mold individuals into effective employees, enabling them to excel within his business and the industry as a whole.
Recently, Andy has noticed deficiencies in three of the staff members who make up his management team. Although Danielle, Kelly and Patrick have been with the restaurant for a number of years, Andy has identified areas of improvement in an effort to support the company and further the skills of each individual staff member.
As the senior employee, Danielle has developed strong social judgment skills inline with Andy’s customer service philosophy. Unfortunately however, Danielle has lower general crystalized cognitive ability as it relates to working with numbers. While her social skills benefit Danielle’s direct contact with customers in the front-end of the restaurant, a difficulty with numbers limits her ability to solve problems related to billing inquiries and front-end budgeting.
Kelly, who works in the backend of the restaurant, excels in her responsibilities of ordering for the kitchen as well as in food preparation. Although Kelly has a high level of motivation in relation to completing the physical duties of her position, she lacks in personality and social judgment skills. As a result, Kelly struggles in her interactions with internal employees and external contacts. This ultimately limits her ability to build a quality rapport with the wait staff, sales people and delivery personnel.
Patrick has the skill set to work in both the front-end and back-end of the building. He is motivated, exhibits a strong work ethic and has a high crystalized cognitive ability as it relates to numbers, but lacks in social judgment skills and general problem solving abilities. Consequently, Patrick has little positive interaction with customers and is unable to see past his black and white approach to problems.
Improving Leadership Performance of Middle Management
Fortunately for Danielle, Kelly and Patrick, effective leadership is a skill that can be acquired. According to Boone and Peborde (2008) “[a]ttitudes can be adopted and behaviors and skills can be learned then honed...