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A traditional Japanese restaurant

Katsura is a traditional Japanese restaurant that serves authentic fine Japanese food. It’s location, situated on De la Montagne Street and Maisonneuve Blvd, is in the center of attraction of Montreal. Since forty years of its existence, Katsura has met success throughout different parts of the world and even received the price of excellence according to magazines’ rate review. Its clientele, mainly from the Westmount region and Japanese visitors during tourists season, is high service seeking type and rather demanding customers.

The owner of Katsura, who’s name is unknown, has delegated the responsibility of managing Katsura’s overall daily operations to his subordinate and vice president of the company, M. Takahashi. Takahashi travels around the world and drops by every Katsura twice a year. During his visits, he make sure that the lower level managers follow the organization’s regulations, objectives and goals and that the employees behave purely in Japanese manners for projecting a more culture-oriented image to the customers. Katsura uses its Japanese philosophy concept to implement its operation system and to regulate the rules.

Recently in Montreal, the floor manager, Osuiki Nobu, is having trouble to meet the standard and customers demand. Since a couple of months, problems have emerged in

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Katsura. Because of the high turnovers of employees, the company has trouble to handle the numerous changes in its daily operations and supplying. Due to these incidents, the company is meeting a significant downturn in its business. After several months, Nobu was still unable to come up with new solutions and decided to seek for our Firm’s intervention to solve the problem.

Following our agreement, we have given the case into the hands of our investigation team. The observations on staff behaviours were reported after a week. The main concern of the problem was that there is a tense relationship between the employees and the management authorities (such as secretary-treasurer, manager and the accounting manager). Employees are unhappy about the business practices; they were either too strict or illegal under Canada’s regime on standard restaurants operation regulations.

Illegal issues such as remuneration and employee rights were long time a problem. The laws that protect these were violated. Our team also discovered that Katsura has a file in the Commission des Normes du Travail de Qui?? bec two years ago. The complaint file was about the tips system that was previously controlled by the company; 60% of service tips were allocated to the management and Kitchen staffs and the rest was shared between the waiters/waitresses, bartender and busboys.

Even until today, the employees have to request themselves for vacation pay or else it will not be given and a new official law was passed by the management saying that employees can no longer print out their time sheet because of economic reason. Other employee’s rights that do not concern the remuneration were violated. The manager tends to hire only Japanese people from Japan and slowly cut down on non-Japanese workers’ schedules. The manager don’t hold his words or promises, a few times occurred where the manager told the employee that he or she would be able to hold the vacant position but give it to someone else instead.

Other employees’ right were violated concerning employees’ health and physical needs. Waiters and waitresses are not allowed to sit down for a minute to rest and not allowed to drink any liquid besides of tap water in the kitchen. Also, warring codes are as follow: no hair dying unless it is black or dark brown, no noticeable make up or nail polish, only one ring on both hands is allowed, no body piercing only small earrings are allowed for women, etc. Employees have no right to decision-making and fear to give opinions because they could be fired or punished.

Examples are given: many times chefs are engaging in negative health practices in the kitchen and employees can say anything even if they find these unethical, sometimes employees get mentally or physically abused by customers and management don’t intervene. Methods of Research The data was gathered from different information centers and as well as the source directly. Katsura is a Japanese restaurant that employees approximately twenty people. It is situated in downtown Montreal, more precisely in the Chinese sector.

The following methods were used to gather facts about the company: internal information, Internet records and others, personal observation and survey. Internal information The most important source is with no doubt the internal resource. This person can provide the little details of the internal system of the company. It is the foundation on which the consultative report is based upon. This information is crucial because it allows the group to make essential decisions necessary to solve or to improve the company’s overall harmony.

Internet Records and Others This is considered as being a primary research tool. It is especially useful to learn about the company’s background to understand the present system. In addition, in order to make correct recommendations to company, the cultural aspect of the restaurant’s managers must be taken into account. In Japan, there may be a certain way of executing tasks. On the other hand, in Montreal it is a completely different set of values that control people’s minds and therefore managers need to adjust.

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