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Organizational Consultation of Bowl and Barrel

Brendan Richardson

Deonte Payne

Joel Plattner

Karina Gonzalez

Malonna Witt

Randall Martin

University of Texas at Dallas

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Table of Contents

Company Overview……………………………………………………………………….………3

Motivation in the Workplace……………………………………………………………….…......4

Job Satisfaction………………………………………………………………………..……….….6

Organizational Culture…………………………………………………………….……….….…..7

Stress………………………………………………………………………………….………..….9

Identifying Leadership…………………………………………………………………….…..…10

Recommendations

Addressing Leadership…………………………………………………………..…….…12

Increasing Motivation………………………………………………………..…...……...13

Reducing Stress…………………………………………………………………….…….15

Conclusion…………………………………………………………………….…………….…...16

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Introduction

The goal of this consultation is to observe the employees of Bowl and Barrel during

business hours while suggesting any improvements on the attitudes and behaviors of the

organization.

Company Overview

Bowl and Barrel is a new concept restaurant created by Kyle Noonan and Josh

Sepkowitz. After graduating from SMU, these two close friends took off in different directions

and career paths. Noonan worked with Pappas restaurant group while Sepkowitz worked as a

financial analyst on Wall Street. After more than a decade in their perspective careers, both

decided to come back to Texas and dive into the restaurant business. In 2011, Noonan and

Sepkowitz presented their ideas of their boutique restaurant Bowl and Barrel to investors as they

began their venture into the world of restaurant management. By November 29th 2012, Noonan

and Sepkowitz had launched their first restaurant of four, each being a food and service driven

company with some unique component to separate themselves from others. Bowl and Barrel was

inspired by the idea of a German beer hall, creating a communal environment for their guests to

be more interactive and involved while enjoying cold beer and great food. Noonan and

Sepkowitz love of bowling and great food and drinks helped develop Bowl and Barrel’s brand.

Their goal for Bowl and Barrel is to create the fun and energetic atmosphere of a bowling alley

with the sophistication of a full-service restaurant predicated on great service for their guests. As

co-owners, Noonan and Sepkowitz oversee the operations of each restaurant. They have hired

two internal accountants and two marketing executives who run the finances and marketing side

of each entity. Within Bowl and Barrel, Noonan and Sepkowitz have hired three shift managers

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and two chefs to run the day to day operations. The managers and chefs have hand-picked their

thirty-two employees who run the kitchen, bar, host stand, and service area.

Motivation in the Workplace

In an organization, motivation has a strong positive effect on job performance.

Employees who experience higher levels of motivation tend to have higher levels of task

performance. By identifying individual motivation for the employees of Bowl and Barrel, it can

be determined if task performance is high or low for the organization. For Bowl and Barrel, the

wait staff is the face of the company which drives their business. Focusing on how engaged the

wait staff is when serving their guests during different hours of business is a key indicator for

motivation. It is imperative for the wait staff to be engaged throughout their shift since the

people they are waiting on are the ones who determine how much they are tipped per table.

In some cases, poor service can be derived from the lack of motivation. The expectancy

theory helps explain why some of the wait staff at Bowl and Barrel were more motivated than

others and in turn, affected the overall service. For a server, they believe if they exert enough

effort they will perform well and receive some satisfying outcome. More so, if a server exerts

high levels of great service, they will successfully perform well with waiting on their guests,

which will result in a satisfying outcome of earning tips. To understand this theory, our project

team took time to observe the restaurant’s wait staff at different hours of business on different

days to see if each server was consistent with delivering great service. Overall, levels of self-

efficacy were fairly high. Most of the servers observed seemed confident in their ability to wait

on their guests during busy and non-busy hours. For instance, our project group asked different

servers during different shifts specific questions over the bar and food menu. Each server that

was observed was able to describe the details of their burgers and entrees as well as recommend

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different types of beers and cocktail drinks one would enjoy. Although high levels of self-

efficacy could be seen, the wait staff’s self-confidence did not necessarily transcend into great

service.

There were instances with lack of enthusiasm and care-free attitudes among certain

servers in the restaurant. On two different nights, my project team and I had dinner in the dining

room and bowling area while we bowled. My team and I noticed a significant difference in the

service between each areas of the restaurant. The night we ate in the dining room, our server was

very nonchalant when greeting our table. My group and I felt as if our server did not want to be

working in the dining room, and seemed less engaged with our table once we ordered our food.

The server only stopped by a few times throughout the night, and missed out on opportunities to

sell us more drinks. The level of engagement between the servers was much different on the

night we bowled, as they were more attentive and enthusiastic towards our party. The servers

seem to care more about the well-being of the guests in the bowling area compared to the dining

area, and they need to be challenged more with delivering great service throughout. My project

team and I believe the reason for this discrepancy of service is because there is a lack of positive

valence in the dining area. The wait staff is not receiving as much satisfaction with waiting on

guests in the dining room compared to the bowling area, and it is affecting their overall

engagement.

Great service needs to be consistent throughout restaurant because poor service can

ultimately affect a restaurants bottom line. My project team and I believe if Bowl and Barrel

implements more difficult and specific tasks, the wait staff will be more engaged and help

improve the overall service of the restaurant.

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Job Satisfaction

When it comes to job satisfaction at Bowl and Barrel, the employees seem to enjoy the

work environment and their specific jobs they are doing. The comfortable environment that is

presented at this organization is very laid back, and the employees show much joy during their

shifts. Job satisfaction is very important in the organization. If the employees are not satisfied, it

will lead to a dysfunctional work environment. Dysfunction in an organization can lead to a

decline in business and overall sales. Unfortunately, Bowl and Barrel has some job satisfaction

issues that need to be taken care of if the company wants to continue to grow.

The job satisfaction of the employees might seem high, but the meaningfulness of the

work for the wait staff is low. There may be some anxiety with the task of having to serve guests

in the dining area and the bowling lanes. The task of serving more than one group of guests gives

the employees variety, but this task may be too much for the waiters to handle. The physical task

of walking from one side of the restaurant to the other can cause anxiety for the wait staff. The

task of having to check on multiple parties in two different locations might be too much for the

wait staff to handle. The level of significance to check on their guests is low, and sometimes the

wait staff is nowhere to be found when the guest is ready to order. The lack of their presence

makes the guest feel like they are not receiving the full attention that they deserve.

The environment at Bowl and Barrel plays a big part on how the employees work and

behave while on the job. The employees are allowed to wear jeans, tennis shoes, and either a

button up or polo shirt. This laid back environment causes the employees to have little

knowledge of results. The wait staff is not aware of how poorly they are working, which shows

that there needs to be more feedback within the organization. Feedback creates room for growth,

which can help Bowl and Barrel improve as an organization.

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Overall, the job satisfaction presented at Bowl and Barrel is high, and there are factors

that can help increase it. The employees are helpful and happy around each other, and this shows

that there is high coworker satisfaction. When the employees get along and work together, it

strengthens the organization and overall job satisfaction. All of the employees are happy to have

the opportunity to be a part of this organization.

Organizational Culture

In order for a business to run effectively, whether it sells a good or service, there must be

organization. That being said, organizational culture must be in place to reflect upon the

employees and the customers who receive the good or service. Each company has their own

culture, which depend on certain aspects such as the size of the company, where it is located, and

the kind of system it uses to reach the maximum efficiency in their particular business. Bowl and

Barrel is a small business which is currently growing. They have created a customer service

culture which is striving to meet all the needs of their guests while trying to go above and beyond

and leave a memorable experience in return.

In each organization, the culture begins with the area for which the employees are given

to work. For Bowl and Barrel, it is an open area divided into bowling lanes with an open bar and

dining area. This allows the managers, hosts, bartenders, servers, and chefs to work together as a

team and communicate effectively throughout the day without being isolated from one another.

In this organization, using a particular language enables them to work more efficiently. They use

phrases such as, “on the fly,” which indicates to the chef that they need a particular plate

immediately. This is a great tool to use when an order is wrong so the dish can be fixed

immediately to keep the customer satisfied. This organization takes advantage of using their

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personal language because in the restaurant business, the customer’s tolerance tend to be much

lower than in other areas.

Another aspect that is important to cover when running a business are rituals. As long as

the manager/president/owner has a set schedule and is persistent with certain rituals, they can be

effective. At Bowl and Barrel, the manager meets with the shift members and has a small

meeting in which they cover specifics about the restaurant. The managers inform their servers

which sections they will cover as well as how the overall business is doing. They also have daily

reminders on how the servers should present themselves while working. Cell phones for

example, are not to be used while on the restaurant floor as this gives a bad image for the

company. At the same time while enforcing certain rules, managers use different techniques to

try and motivate the servers, host, and chefs as they prepare for the holiday season. Customers

tend to be more moody and less patient during the holidays, so it is important for managers to

keep their staff prepared to do well during the busier time of the year.

Lastly, to have a strong culture the employees should feel similar about how the main

leader feels about the business. In order for that to occur employees’ should feel the support from

their boss and feel ethically correct of the tasks they are given daily. At Bowl and Barrel even

though it is a fairly new business the employees there feel like a family, they feel a support and

understanding from their fellow co-workers and boss. For some having their manager be

understanding of their school schedule has changed their attitude of having a job greatly. It

means less pressure and being able to do what they enjoy, which includes serving people and

getting a couple of bucks. While for the chefs being allowed to have fun while cooking, and not

be under pressure is what they enjoy the most of their day at work.

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It is very important to address the needs the employee’s want to gain while being in a

work environment, and how they want to be approached about things that need improvement. To

have a strong culture like Bowl and Barrel businesses need to also have strong communication

skills. They shouldn’t have a fear of how others will react to it, just as long as things are done

ethically right and the strong culture will be present.

Stress

Stress in the workplace is to be expected, and it is what you feel when you have to handle

more than you are use to. In an emergency, the “fight or flight” reaction arises to save your life

and it keeps you active and alert to help you meet challenges. It is an omnipresent part of life.

Stress also has negative consequences that occur when the demands we are faced with exceed

our capacity. Bowl and Barrel is succeeding in creating a unique entertainment experience, but at

the expense of their staff. The servers display both work hindrance and work challenge stressors.

At Bowl and Barrel, one side has a bowling alley while the other side displays a

restaurant/bar atmosphere. The servers are required to maintain a section of tables while also

maintaining big parties on the bowling side. With an unusual menu and out of the ordinary beer,

it is common to have guests ask a lot of questions. While the server is giving explanations on one

side, the guests on the other side are not getting the attentiveness that one expects at an

establishment such as this. This lack of reasonableness in the expectations placed on the servers

shows a role overload. The fact that they should be at opposite sides of the restaurant conveying

a high level of customer service is both extremely time consuming and stressful. The inability to

be at two places at once demonstrates that they are not only experiencing work complexity, but

also a sense of time pressure. The time wasted walking from one side of the restaurant to the next

prevents the servers from maintaining the high level of customer service that is required from

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their managers. This excessive and prolonged stress will lead to being overwhelmed and unable

to meet the constant demand of quality customer service. This mental exhaustion will lead to a

decline in motivation and a diminished interest in work. By being stretched beyond the scope of

their limitations, the servers are at the verge of developing burnout. Burnout will gradually cause

the servers to leave which will result in more stress being placed on the remaining servers. This

reprehensible cycle will not end unless the system in place is re-evaluated.

Identifying Leadership

Leadership is arguably the most important aspect within a successful organization. This

use of power and influence to direct other towards a common goal can make or break the

organization. Bowl & Barrel utilizes a type of organizational power known as legitimate power,

which derives from the authority of those put in charge of the organization, as well owners Kyle

Noonan and Josh Sepkowitz who ultimately make final decisions. It is important to note that

Bowl & Barrel is a concept of the company FreeRange Concepts. FreeRange Concepts currently

owns three other separate entities. The lack of positive influence within the organization could

stem from the owners.

At Bowl & Barrel, it appears that there is a very basic form of exchange happening

within the organization. Basically, the employees seem to show up to work and do their jobs in

exchange for their pay checks from the company and tips from the customers. Unfortunately, it

does not seem as though the managers, or owners for that matter, provide enough incentive for

the employees to want to go above and beyond their basic duties. While exchange can often be

enough motivation for some, it is important not to rely on mandatory rewards, such as a pay

check and in today’s society tips, as the primary influence tactic for an organization. Managers

must identify and utilize each individual’s specific strengths in order to ensure success within the

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organization, especially in an industry as hands-on as the restaurant industry. At Bowl & Barrel,

it appears that the most common response to influence attempts is compliance. In essence, the

managers provide their minimum requirements, as well as other necessary tasks each employee

needs to accomplish, and the employees comply with the requirements and requests. While this

can be marginally effective, it is important to note that it is merely a behavioral response. It is

very easy for a leader to achieve compliance from an employee, as long as the request is

reasonable and achievable. However, managers will not see the highest levels of effort and

dedication, as they are not as likely to be as emotionally invested as employees who agree with

and become committed to the request of their superiors, a response called internalization.

Finally, when looking at leadership within an organization, it is important to remember

the various styles on conflict resolution. At Bowl & Barrel, it appears that accommodation and

compromise are the two most prevalent styles of conflict resolution. While both of these styles

can be semi-effective, it is important to take success and failure from other organizations in order

to ensure increased success within your own. For example, an accommodating style may be used

when a waiter or waitress feels they have been given unfair table assignments within the

restaurant. While this can be a very important issue to the employee, the manager may not feel

that it is a pressing issue for him. In this situation, the manager is able to accommodate the

employee by reassigning the table assignments, either that night or for future reference.

Compromise is another common conflict resolution in this industry. For example, an employee

may want to have a day off in the future for a personal conflict or event. In order to take this day

off, which they had been previously scheduled for, they approach the manager to be able to give

their shift to one of their peers. The manager may allow this, however, he may require the

employee to work an additional day in order to make up for the missed day.

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Addressing Leadership.

As was discussed, leadership can be considered one of the most important aspects for

success in an organization. It appears Bowl & Barrel has an average to slightly above average

understanding and effective use of power and influence within their organization. The legitimate

power within the organization is necessary as it helps to create and maintain structure within the

restaurant. The managers at Bowl & Barrel need to ensure that with their legitimate power, they

make clear, polite requests of their employees. Employees must be confident that they are able to

do their jobs without fear of failure, and most importantly, be able to ask for help when needed.

Another important part of legitimate power is to verify compliance of employees in an

appropriate manner, which could be as simple as setting goals for employees. By doing so,

managers are able to implement rewards, which can help to increase their power and influence.

Currently, it appears Bowl & Barrel’s managers are moderately effective at influencing their

employees to do their best work. This can be attributed to their use of exchange as the primary

influence tactic, which is, as described above, only moderately effective.

There are a few ways that Bowl & Barrel managers could be able to increase their

influence tactics effectiveness within their organization. Rational persuasion is a very effective

technique, especially with employees with a logical state of mind. For example, the managers

could show struggling employees the difference in sales and overall customer satisfaction when

the weak employee is working compared to when more dedicated employees are working. It

could turn out to be the wakeup call that a struggling employee needs to see. Inspirational

appeals could be used to influence employees who are less logical and more creative, left brain

versus right brain employees, basically. Inspirational appeals target an employee’s values and

ideals, and then use this knowledge to motivate and influence the employee. Although this would

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take some time and commitment from the managers in the short term, it could be the boost many

employees need that will result in increased commitment and work ethic towards the

organization.

Each of the recommendations made above will help to transfer Bowl & Barrel’s

employee’s response to influence techniques from compliance to internalization. As discussed in

the leadership analysis, compliance is the employee’s willingness to perform managerial

requests, but with indifference to the organization. It is important for the managers at Bowl &

Barrel to shift this attitude of compliance to one of internalization. With internalization,

employees will still complete tasks as before, although they could do so more efficiently or just

more quickly overall with increased quality. The difference between compliance and

internalization, however, is an employee who internalizes requests will not only complete the

request, but also become committed to the request. With commitment to the organization,

employees will continue to learn and grow, not just for them, but for the organization as a whole.

Managers will also learn and grow by implementing these techniques and bonding with their

employees who are the heart of the organization.

Increasing Motivation

During the observation of Bowl and Barrels wait staff, different levels of motivation

occurred between the dining and bowling area. Some employees are less engaged than others,

and this is affecting the overall customer satisfaction of the restaurant. We believe there is a lack

of difficult and specific goals for Bowl and Barrel’s wait staff. Implementing goal setting theory

will allow for goals to be the primary drivers of the intensity and persistence of effort. Having

specific and difficult goals will result in higher levels of performance, and ultimately increase

overall service for not only the dining area, but the entire restaurant as a whole. Goals can be

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created for Bowl and Barrel’s wait staff, which can be later obtained to rate their performance

during their shifts. Managers should assign specific drinks and entrées they want their servers to

sell. The managers can track how much a server sells of these items on a weekly basis, and at the

end of the month reward the servers who have sold the most. The reward should be appealing for

every server. Those rewards can be better sections for the servers or having nights they want off.

This type of appeal will encourage the wait staff’s goal commitment.

Managers should also monitor how many positive surveys each server receives during the

month. Every guest receives a receipt with instructions to fill out a survey, which describes how

their service was. In order for a server to receive more positive surveys than anyone else, they

will have to make sure they are delivering great service to each guest while encouraging them to

fill out the survey. Again, employees who earn the most positive surveys will receive a great

reward while also being recognized for the excellence. Managers should recognize and praise

the servers who meet these goals, while also supporting the other servers to keep striving to do

better.

Feedback and goal commitment are variables which have a strong effects on task

performance when striving towards these goals. For managers, they must give as much feedback

as they can for each individual employee as they work towards goal attainment. Updating the

wait staff on a week to week basis on overall survey scores and add on sales will help each

employee gauge on how they are progressing. As stated earlier, the managers must have their

employees buy into how committed they will be when working towards task performance.

Having the wait staff be determined to accomplish these goals will increase persistence of effort

and encourage task strategies, ultimately improving task performance and increasing service.

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Reducing Stress.

Currently at Bowl and Barrel, the servers are required to have two sections at opposite

ends of the establishment. This arrangement eliminates the ability for outstanding customer

service. On Yelp, 66% of the reviews for Bowl and Barrel have a rating of 1-2 stars, while the

competition Bowlounge has 22% of their ratings as 1-2 stars. One of the main complaints is

service. 69% of customers do not return to a business because of unsatisfactory customer service.

Bowl and Barrel should focus primarily on delivering great service to improve their image. It is

just as costly to retain guests as it is to bring them in the door. During observation, some servers

were clearly distracted while meeting the requests of their guests. Implementing a mandatory

customer service based class for all employees with making exceptional customer service the

new priority will help enhance the level of customer satisfaction. A 5% increase in customer

reaction increases profits up to 125%. Companies that prioritize the customer experience

generate 60% higher profits then their competitor. 7 out of 10 US consumers say they are willing

to spend more with companies they believe provide excellent customer service. Also, having the

servers be responsible for only one section will help reduce the stress and strain on the servers. In

turn, the servers can concentrate on delivering exceptional customer service. The servers

schedule will reflect a rotating schedule, so that everyone will work every section. 81% of

consumers are more likely to give a company repeated business after good service. Prosperity is

needed in order for a business to flourish and grow and one of the ways to acquire success is in

the restaurant business.

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Conclusion

Bowl and Barrel is a growing company which needs to address specific managerial issues

in order to improve the overall service of the restaurant. Reducing stress, improving individual

motivation among employees, and addressing their current leadership style will help the

company improve as an organization and ultimately increase their bottom line.