Appendix 1
Assignment Cover Page
Faculty of Business and Management (FBM)
BB108/BBB1053 Organizational Behaviour
Jan 2024 – April 2024
Situ
Group Name: _________________________________________
Aseel Adil Ali Ibrahim
Leader’s Name: _______________________________________
1002372739@[Link]
Leader’s Email: _______________________________________
Leader’s Contact No: +60 11 3909 9790
__________________________________
No. Name ID Contact number Remarks
1
Aseel Adil Ali Ibrahim 1002372739 +60 11 3909 9790
Kindly fill in all details required and SUBMIT this sheet to your instructor latest by
Week 2 – during lecture / tutorial
Appendix 2 – Assignment Mark Sheet (30%)
Faculty of Business and Management (FBM)
BB108/BBB1053 Organizational Behaviour
Jan 2024 – April 2024
Questions
Number / Comment Marks
Part
Introduction
Question 1
Question 2
Question 3
Question 4
Conclusion
TOTAL (30%)
1. Introduction:
This report delves into how the dynamics of how gender heavily impacts workplace and business
culture and specifically setting the scope towards the catering business. I have interviewed five women
who have worked as waitresses. Through the use of personal stories and in-depth one on one
interviews with these women, I aim to spot the light on the multifaceted satisfactory and
unsatisfactory aspects of their professional journeys. This report is offering insights that may inform
policies and practices aimed at fostering a more inclusive and equitable working environment for all.
Waitresses play a vital role in the catering business, acting as the frontline representatives of the
service provider. Their responsibilities extend far beyond merely serving food and beverages to guests.
A waitress in the catering industry is pivotal in creating a welcoming atmosphere, facilitating a
seamless dining experience, and ensuring customer satisfaction. They serve as the medium between
the kitchen staff and the customers, relaying feedback, special requests, and any issues that may arise.
In essence, waitresses are indispensable to the catering business.
2.0 Content
2.1 Job title and description
Job Title:
In the hospitality sector; The waitress is a primary and key player. A waitress is responsible for
providing an excellent experience to customers and guests in a wide range of establishments such as
restaurants, cafés , bars, clubs, hotels and other catering businesses. The role of a waitress requires
them to provide customers with an excellent catering service. They work as the medium between the
kitchen and the customers and ensure smooth communication between all.
Job Description:
Waitresses' responsibilities are setting up the dining room as a whole from setting the layout of the
seatings and tables. The placement of cutlery, linen and dishes and glass and ensure they are clean
and laid out neatly. They are essentially contributing to the overall atmosphere and the making of
occasions and day to day service.
Responsibilities:
Welcoming and seating customers.
Taking customers orders precisely and ensuring smooth communication between the customers
and the kitchen.
Serving food and drinks Ensuring orders are correct and served in a well manner and ensuring the
customers satisfaction..
Cleanliness and tidiness of the place
Managing Payments
Hospitable customer service:
To align with all health and safety regulations
Requirements:
Education and Experience: A highschool degree or an equivalent is efficient; experience is not
usually a requirement but a bonus.
Mental skills: Excellent communication and interpersonal skills, ability to work well under
pressure, good organizational skills, and meticulousness
Physical Ability: The job requires efficient physical activity, ability to stand up and move for long
hours and carrying utensils on the go.
Flexibility: Catering often operates and is active during irregular working times; willingness to be
flexible to work in different events and timings is to an extent crucial.
Personality: An employee that is welcoming and possessing communication and smooth social
skills.
2.2 Intrinsic and extrinsic reward
Every employee is different, they have different mindsets, goals, drives and biases. Different people
respond to inputs differently and have different outputs, behaviors and results . Intrinsic and extrinsic
rewards are two ways that can motivate and impact an individual's performance positively, especially
regarding work and education. These ways play an impactful role in motivating people to achieve
goals, complete tasks, and engage in wanted behaviors.
Intrinsic Rewards
Intrinsic rewards are emotional or psychological rewards that feeds and satisfies ones emotional
needs and eager.. They are generated from within and are associated with internal satisfaction that
result from validation, praise and approval after performing certain tasks efficiently. They provide
people with a sense of psychological fulfillment and [Link] might feel pleasured and
fulfilled after getting this type of rewards or get a sense of professionalism and praise due
competence, social recognition and a sign of personal growth.
Extrinsic Rewards
On the contrary extrinsic rewards are external awards, They are materialistics rewards that focus
mainly on financial rewards; money, status and personal benefit. They are a visible and materialistic
acknowledgement of one's performance.
Examples of extrinsic rewards include:
Financial compensation, such as salaries, bonuses, and commissions.
Formal recognition, such as awards, certificates, and titles.
Physical rewards, such as gifts or prizes..
Comparison
The main difference between intrinsic and extrinsic rewards is where they originate from. Intrinsic
awards originate from one's internal psychological needs and drive. Extrinsic rewards origin from
external factors and receiving external materials.
2.3 Causes of job satisfaction
Job satisfaction and job dissatisfaction are influenced by a variety of factors, often interconnected
and varying from one individual to another. These factors can be categorized broadly into aspects
related to the job environment, personal expectations, and the alignment between an individual's
values and their work. Understanding these causes can help employers create a more satisfying work
environment and employees to seek roles that better match their needs and expectations.
A number of factors, which may vary from a person to another, have an impact on job satisfaction
and dissatisfaction. The characteristics of the working environment, personal expectations and
alignment between an individual's values, morals, goals and his or her work can be grouped into these
factors broadly. Businesses and employees can benefit from knowing these causes in order to find
better roles that meet their needs and expectations, hence creating a more fulfilling work environment.
Causes of Job Satisfaction
Work that feels significant and meaningful; Jobs where employees feel like their work makes a
difference and has significance, where they are being treated fairly in a good manner tend to have
higher levels of job satisfaction and productivity which contributes to the greater benefit.
Autonomy: Having control over one's work and the ability to make decisions independently can
lead to greater job satisfaction. Autonomy supports creativity, innovation, and a sense of
ownership.
Recognition and Rewards: Both intrinsic and extrinsic rewards play a significant role. This
includes not only fair pay and benefits but also recognition from supervisors and peers for hard
work and achievements.
Opportunities for Growth: Opportunities for professional development and career advancement
are crucial. Environments that promote learning, skill enhancement, and career progression can
increase satisfaction.
Positive Work Environment: A supportive and positive work culture that fosters teamwork,
collaboration, and mutual respect among employees can enhance job satisfaction.
Work-Life Balance: Jobs that allow for a balance between professional responsibilities and
personal life, including flexible working hours, contribute to overall job satisfaction.
Causes of Job Dissatisfaction
Lack of Recognition: Feeling undervalued or unnoticed, with efforts and achievements not being
acknowledged, can lead to dissatisfaction.
Poor Management: Ineffective leadership and management practices, including lack of support,
poor communication, and micromanagement, can significantly impact job dissatisfaction.
Unfair Compensation: Compensation that is perceived as not commensurate with the job
responsibilities, effort, or industry standards can be a source of dissatisfaction.
Limited Career Advancement: A lack of opportunities for growth or feeling stuck in a position
with no clear path for advancement can lead to frustration and dissatisfaction.
Negative Work Environment: A toxic work culture characterized by conflict, lack of support, or
discrimination can greatly contribute to job dissatisfaction.
Job Insecurity: Worrying about job stability, due to factors like organizational changes, economic
downturns, or industry shifts, can cause stress and dissatisfaction.
Mismatch Between Job and Person: A poor fit between an employee's skills, interests, and values
and their job role can lead to dissatisfaction.
Both job satisfaction and dissatisfaction are complex phenomena that are influenced by individual
perceptions and external factors. Organizations that strive to understand and address these factors
can not only improve job satisfaction but also enhance overall productivity and employee retention.
2.4 Respondents satisfaction:
Based on the answers to the interview questions of these women ; it seems like they were not satisfied
with their jobs. Even though the work experience has had its benefits from gaining interpersonal
skills, forming relations and gaining work experience, It was still overall an unsafe and unrewarding
experience due to the unsafe work environment, understaffing, inadequate compensation, limited
opportunities and lack of recognition and accountability.
2.4.1 Table of mean or average score (1-5)
No Item code Item Mean score
1. JS1 I like doing the things i 3
do at my workplace
2. JS2 I am satisfied from my 2
job earning
3. JS3 I am glad i chose this 1
institution to work at
than other institutes
4. JS4 Overall i am satisfied 2
with my job
The overall average score is 1.6
2.5 Reward System
a.
Addressing safety concerns: Having a safe and performative work environment is a must for
employee satisfaction especially when it comes to marginalized groups such as women. The
management should have protective policies and guidelines that are a requirement to address and
communicate with the employee upon employment. The management should also show
intolerance and take strict actions towards violations and harassment and have an effective and
safe reporting system for employees.
b.
Compensation: To offer fair and competitive salaries and overtime wages that align with the hard
work. Offering sufficient break time and necessary bonuses such as meals and transport if
possible.
c.
Workload management: Hiring an adequate number of staff to avoid overworking and physically
and mentally exhausting the employees.
d.
Emancipation and flexibility: To give employees the adequate freedom in terms of attire that is
both comfortable and professional and working areas. That will make them feel valued as human
beings.
e.
Communication and feedback: To encourage employees to perform in open communication by
providing them with a safe space by thoroughly listening, addressing arising issues and monthly
regular surveys.
2.6 Hiring recommendation based on Big Five personality trait
[Link]:
To scout for job candidates that are open to new experiences and challenges and adaptation to
changes in a sector as fast paced and changing such as the hospitality sector.
2. Conscientiousness:
To look for employees that are meticulous, organized and socially smart to an extent. That will be
extremely beneficial with working in a job that faces diversity and a wide range of differences and
confliction.
3. Extraversion:
To look for people that have efficient interpersonal skills, are comfortable and genuine when it comes
to social interaction. Ones who are outgoing and adaptive in diverse environments
4. Agreeableness:
Focusing on candidates that are reasonably empathetic and willing to help others. It is important to
have an eye and cater for people's needs in catering businesses.
5. Neuroticism:
Looking for candidates that have patience and that are well composed. The hospitality sector is a very
open environment where you have to deal with different types of people, being well composed and
handling situations in a positive manner when it comes to challenging , stressful and hard demanding
situations that reflects on the customer's satisfaction and the company's reputation.
3. Summary / conclusion
This report sheds light on the experiences of five different women that have worked as waitresses in
the catering industry in five different countries. It highlights the challenges they faced, the causes of
their dissatisfaction and satisfaction and also what would have and can be developed and
implemented in order to have a more inclusive, safe and productive working environment. I have
asked them nine questions and based on their answers collectively, the skill they have all gained
personally and professionally from working as waitresses is patience and adaptability to diversity
since it is a very fast paced, challenging and diverse environment. One of the main reasons of the
satisfactory aspects of their work experience is work colleagues, they have made the work experience
for them easier and more fun; i can conclude on this part that hiring workers based on personality is
as important as hiring them based on experience and background as employees can impact negatively
and positively on other employees job performance.
One of the most interesting answers I got was for question number 7. Which goes as follows : (In your
experience, have you faced any form of discrimination in the workplace because of your gender? Can
you share an example?) All of them said yes; except for one respondent who surprisingly answered
no, but continued to elaborate that it was because they were an all women staff including the
supervisor. While this is of course not an encouragement for establishments to get rid of other
employees and enforce an exclusive staff layout. It is an alert to address the issue of the physical
danger and mental challenges women might face in work spaces.
By improving working conditions and enforcing a safe and equitable working environment, the
managers can ensure employees satisfaction and boost productivity and performance which will
automatically reflect on customers satisfaction and company’s image.
