Scenario

You are the Food and Beverage manager at Horizon Resort, a busy Holiday and Seminar operation on the Mornington Peninsula. 2 of your duty managers have brought to your attention that Peter, the 3rd year apprentice, was the cause of many complaints lately, both from customers as well as colleagues.

Until a month ago Peter was a meticulous worker, considered as a role model by the other apprentices at the hotel.

This has changed suddenly and Peter has arrived late at work on multiple occasions. His usual neat appearance has changed to sloppy, and on 2 occasions one of the supervisors had to send Peter off the job to get shaved and fetch a clean uniform from the laundry.

There have also been 3 complaints from customers who stated that Peter had shown real attitude when they had a query or complaint and on 1 occasion, the customer claimed he overheard Peter mutter "ah nick off".

The situation at present has a bad effect on the entire staff, as everybody can feel the tension and the younger staff in particular feel somehow scared of Peter now.

Your Task

1. How will you deal with this matter effectively? Which aspects would you need to take into account?
2. Provide a step-by-step approach you could use to come to a solution.
3. Which legislation do you need to consider in this instance if matters turn worse?
4. Which type of counselling procedures would you use in the first instance or, if the employee would not improve?
5. What impacts does this matter have on staff and how will you address this?