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Workplace Assesment

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Submitted By loaizajulio10
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Workplace assessment
Julio Loaiza
Psy/320
July 15, 2014
Jacob Marciel

Workplace assessment
Buffalo Wild Wings or as some people call it B-Dubs or BWW, is the pinnacle of the sports bar industry. It had been steadily flourishing since 1982 when it originated in Kent, Ohio. Over time, Buffalo Wild Wings has adapted over the years in order to adjust to the customers’ needs and to continue to grow as a restaurant. One of the ways Buffalo Wild Wings has adapted is the most recent new position that they added to the restaurant called the Guest Experience Captain.
Guest Experience Captain. The Guest Experience Captain or commonly known as a GEC is a position that has not been around long at Buffalo Wild Wings nor is it available at any other restaurant chain. Buffalo Wild Wings Created the Guest Experience Captain with one thing in mind, the guest. The Guest Experience Captain’s job includes a variety of things that not only include the Guests that come into Buffalo Wild Wings, but it includes the community as a whole. The duties of the Guest Experience Captain are as follows; deliver a customized experience for the guest and get to know the guest on a more personal level. There are a number of sports going on throughout the day and the guest sometimes wants to watch the game on a certain TV, the Guest Experience Captains job is to entertain that guest and put the game on whatever TV the guest likes. Also, Buffalo Wild Wings has 17 sauces and five dry rubs and if the guests would like to try a sauce they have never had the Guest Experience Captain does that as well. If a guest is a beer drinker, the Guest Experience Captain can also provide beer samples for the guest of up to three beers. The Guest Experience Captain also introduces new guests that have never been to Buffalo Wild Wings to the brand and informs them of a product and promotional offers that are occurring at that time. The Guest Experience Captain also takes care of the audio/visual equipment, programming and scheduling of the sporting events that are going on that day. There is also poker and trivia video games that occur throughout the day, and the Guest Experience Captain is supposed to help guests set that up if they would like to play. Also, it is the job of the Guest Experience Captain to announce and take part in the celebration of birthdays, and Buffalo Wild Wings very own wing challenge called the "Blazin Challenge.” The Guest Experience Captain has to participate in drive marketing and has to reach out to the community which includes setting up fundraisers, event planning, and business to business negotiations. Lastly, the final duty of the Guest Experience Captain is to build brand awareness out in the community but also represent the brand and the restaurant to the best of his or her ability without damaging the brand or the name.
A day as a Guest Experience Captain The Guest Experience Captain typically is a self-management position, the individual clocks on and depending on how crowded the restaurant is with guests determines what he or she will do. He or she will check the pre-shift which lets him or her know the sporting events and promotions and fellow Guest Experience Captains coming in that day. Then if the restaurant has a steady flow of guests, then he or she will hit the floor and interact with the guests. If the restaurant is slow or the restaurant has gotten slow, the Guest Experience Captain will decide if he or she wants to take care of paperwork or go out into the community and promote one of three things. Fundraising is one thing the Guest Experience Captain can promote whether it be for city leagues or a high school football team or organization of that nature. Another thing the Guest Experience Captain can promote is business to business ventures, he, or she can go into a sports store or another restaurant or any retail or dining facility. The idea behind this is to offer incentives for both parties to come to their specific establishments or as some know it as a trade. The third promotion is called the Blazin Performer certificate, what this entails is the Guest Experience Captain will go to local school within a five-mile radius of the restaurant, and if the school wants to participate, they will receive certificates. The Certificates are used for a student to be recognized for some achievement, and they receive the certificate which grants them a free meal at Buffalo Wild Wings with their parents in attendance.
Motivation
Most jobs have a way of motivating an individual or the idea that maybe someone likes doing their job that it motivates them to do their job. As a Guest Experience Captain you get to be social, interact with new people, and experience exciting new things with new people every day. This is a type of intrinsic motivation for someone who likes to be social who likes the idea that their job is to talk and interact with people and he, or she gets paid a good amount of money to do so. The job allows an individual to be just that, individual. There are no strict rules or boundaries to what you can and cannot do, guidelines are more in place to protect the brand. Being a Guest Experience Captain is by far one of the easiest jobs one could ever obtain, once a person learns a trade, things flow almost naturally.
Companywide rewards Being a Guest Experience Captain has its ups and has its downs as with any other job. There are certain perks that a Guest Experience Captain can receive, but there is nothing too substantial. For example, the starting pay for a Guest Experience Captain is very decent considering what the job entails, and there is room for a very small raise two dollars at the most but it is substantially more than minimum wage. There are the possibilities of having medical insurance but having it through Buffalo Wild Wings, a substantial amount of money is taken out of your paycheck monthly. These rewards are motivating to a certain extent, there is no certain amount of time for someone to be a Guest Experience Captain and get a raise, and there is no guarantee that you can or will get a raise. Also, depending on how much money you make and how much is coming out of your check or your retirement plan, or both will decide whether or not it is even worth it to have it. There are no goals set by the company for Guest Experience Captains, if there are they are minute goals that are not enforced. For example, typically every day all the Guest Experience Captains put together have to accomplish 20-buffalo circles which are a free membership, five sauce samplings, and two blazin challenges. As stated earlier, these are not heavily enforced and are more goals that they would like to a Guest Experience Captain to achieve.
Conclusion
In conclusion, being a Guest Experience Captain is a good job to have in the beginning but over time, if a person is looking for a career with benefits and a retirement plan a Guest Experience Captain at Buffalo Wild Wings is not the way to go. The job pays decent, but there are no long-term motivating factors that can keep someone at the job unless a manager position is an option. Even with a manager option open not everyone is looking to be a manager at a restaurant for their entire lives so again this job has minimal to no motivational drive.

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