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BSBT COLLEGE INC.#434 Magsaysay Avenue, Baguio City
Email: bsbtcollege@yahoo.com; bsbtcollege@gmail.comWebsite: www.bsbtcollege.comTel. Nos. 442-2986/446-0521
P.O Box 904
DON HENRICOS
A Research Paper Submitted toMs. Gretchen A. Weygan, MBA
In Partial Fulfillment of the
Requirements of Management 2(Human Behavior in Organization)
Submitted by:
Apler S. LoclocIvanjun Bautista
Marlon MiloMarina Galwak
Dawn Meygan Wakit
March 2012Baguio City, Philippines
mailto:bsbtcollege@yahoo.commailto:bsbtcollege@gmail.commailto:bsbtcollege@yahoo.commailto:bsbtcollege@gmail.com8/2/2019 Hbo Hardbound Final
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TABLE OF CONTENTS PAGE
I. INTRODUCTION..................................................................1
II. BACKGROUND OF STUDY
The Don Henricos Story...2
Secrets to Don Henricos Success....3
More Reasons to Love Don Henricos....4
OUR VISION, OUR MISSION,OUR CORE VALUES..6
PRODUCTS....8
WHATS NEW????........................................................................9
PROMOTIONS12
EVENTS.13
III. PROBLEM22
IV. REVIEW OF THE RELATED LITERATURE..............................23-38
V. FINDINGS.............................................................................39
VI. RECOMMENDATION..............................................................40
VII. CONCLUSION.40
VIII. SUMMARY..........................................................................41
REFERENCES...............................................................................42
ACKNOWLEDGEMENT..................................................................43
THE PROPONENTS/RESEARCHERS...44
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I.INTRODUCTION
In partial fulfillment of the requirements of Human Behavior in an
Organization- Management 2, we conducted a research at Don Henricos in
related to our course Hospitality Management.
Organizational behavior is a field of study that investigates the impact
that individuals, groups and structures have on behavior within an
organization. It is an interdisciplinary field that includes, sociology,
psychology, communication, and management; and it complements the
academic studies of organizational theory (which is more macro-level) and
human resource studies (which is more applied and business-related). It may
also be referred to as organizational studies or organizational science. The
field has its roots in industrial and organizational psychology.
Human behavior in an organization determines the quality of work,
progress and success of the organization. No machine and no computer can
work by itself. No product is developed and manufactured by itself. It's the
workforce or rather the human resources of an organization who develop
ideas, create new products and services and then deliver them to the
markets. Thus, it is important for the management of an organization to
analyze the behavior of its entire work force. One important way to analyze
human behavior is to study the relationship effectiveness. How effectively
your staff communicates and relates to each other can tell you how much
they care for their work and the people around them.
Hence, we gathered some information regarding these behaviors as we
visit the restaurant and conducted interviews to the workers.
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II. BACKGROUND OF THE STUDY
When people talk about Italian food that that perfectly suits the
Filipino palate, you can bet that theyre talking about Don Henricos. Don
Henricos is without a doubt one of the most popular casual Italian
restaurants in the Philippines today and it stays true to its promise of
delivering great pizza, pasta and more.
There are many reasons why Don Henricos is such a hit among Filipinos
families, which youll read more about here, but first, a story.
The Don Henricos Story
Don Hen, as its more popularly known, traces its beginnings from the
kitchen of its founder in Baguio almost two decades ago. He has the talent
and passion for coming up with new flavors by mixing sauces, so it was a
natural decision for him to open up an Italian restaurant that showcases his
talents.
He opened up his first branch along Session Road in Baguio in 1993,
hoping to create something that would click with the university students in
the city.
And click it did.
However, it became an instant hit not only among students, but also
among families in Baguio and even among tourists visiting the city.
Word soon spread about this up and coming Italian restaurant that serves
great food. And it wasnt long before Don Henricos opened up its first branch
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in Metro Manila. Today, it has 10 branches spread across Luzon and the
Visayas, including the original branch along Session Road, SM Baguio,
Malate, Tomas Morato, at the Brickroad in Sta. Lucia Mall in Cainta,
Greenhills, West Avenue, Alabang, SM Mall of Asia, and at the Ayala Center
Cebu.
But whats the secret behind the success of Don Henricos?
The Secrets to Don Henricos Success
If theres one huge secret to the success of this brand, it would be the
secret recipes that the founder himself creates and adds to every Don
Henricos offering. These recipes are the fruits of hours of experimenting until
a right combination that suits the Filipino palate is achieved. And this does
not only apply to Don Henricos pizzas, and pastas, but practically every Don
Henricos product, including the drinks and the ever popular Buffalo wings
(more of that later).
Nobody will probably ever know the secrets behind the Don Henricos
menu, but what everybody knows is how great the food is at Don Henricos.
Need proof? Just ask any friend you have who has had a meal at Don
Henricos and youll know what everyone else already knows: its great to eat
at Don Henricos. Better yet, visit one of their branches to taste the great
offerings they have.
With its slogan Pizza, Pasta and More, you can definitely expect even
better food than your typical Italian restaurant. Take for example its Buffalo
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wings. Don Henricos Buffalo wings taste familiar, but it gives you a hint of
something more after a few bites.
And how about the Don Henricos Supreme Pizza? More than just great
tasting pizza, they come in really large servings so theyre perfect for
sharing, starting with the small 10-inch pizza, to the 18-inch variety thats
enough to feed 12 hungry people! With servings as large as this, its perfectly
clear that Don Henricos provides its customers more value for their money
than other Italian restaurants out there.
More Reasons to Love Don Henricos
Aside from the food, there are other not-so secret ingredients that
make Don Henricos popular. For starters, theres the amount of servings.
Sitting down for a meal at Don Henricos is like attending a feast. The
servings are so huge that a lot of patrons still have enough food left to take
home with them. Other customers, meanwhile, spend a lot of time to
consume all of their orders, which also gives them more time to talk with
their friends and enjoy the food at the table even more. Which brings us to
another reason behind Don Henricos popularity: the atmosphere. Ever since
Don Henricos introduced its Ristorante concept to a number of its
restaurants, the atmosphere has become a homey and relaxed one where
friends and families could talk while enjoying their food.
Visit a Don Henricos restaurant and you will immediately realize what
the buzz about its atmosphere is all about. The lighting is soft, enabling
people to relax throughout their meals.
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The seats are also comfortable to sit on. In other words, having a meal
at Don Henricos is like having a meal at ones own home.
Its no wonder therefore that families and close friends often have
their dinners and birthday parties at Don Henricos.
Come to a Don Henricos branch on a weekend and you will see families and
friends having a great time. The place is relaxed and the food is meant for
sharinga lot like home. Its not only families and groups of friends who visit
Don Henricos. Many companies also take great lengths and choose to hold
their meetings here. An example includes pharmaceutical companies that
hold their quarterly functions at Don Henricos in Sta. Lucia, even if their
offices are located in Makati. Aside from the food, these companies
appreciate the fact that they could hold their functions there while paying
only for the food. In other restaurants, they would also have to pay for the
room and the electricity on an hourly basis.
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OUR VISION
To be the restaurant of choice, now and for generations!
OUR MISSION
1. We will consistently provide absolute guest delight with excellent food
and service in a clean and safe environment.
2. We will bring out the best to our team members by providing them
with a happy, safe and productive environment as well as the
opportunity for personal and professional growth.
3. We will work together to provide our business partners continuous
profit and to ensure business longevity and growth.
4. We will share and help improve the quality of life in the community
that we serve.
OUR CORE VALUES
Guest People Malasakit
We are Guest Driven. They are our Top Priority!
God Fearing (May Takot sa Diyos)
Integrity and Honesty (Matuwid at may Katapatan)
Respect and Fairness (May Paggalang at walang Kinikilingan)
Responsibilty and Result (Maasahan at may Kabuluhan)
Hardwork and Teamwork (May Sipag at Tiyaga at may Pagkakaisa)
Initiative (May Pagkukusa)
Excellence (Uliran at Katangi-tangi)
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PRODUCTS
Baguio Dine In Menu
Antipasti, Mexican Deli, Soup, Salad, Burger and Potato Fries
Pasta and Combos
Pizza and Calzone
Chicken, Rice Meals, Special Meals,
Drinks and Desserts Breakfast Meal
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WHATS NEW????
Enjoy the Feel of Summer with Don Henricos Fresh Lemonade
Summer may officially be over, but you can still enjoy its feel with the Don
Henricos Fresh Lemonade. Don Henricosthe countrys top Italian
restaurant that caters to the Filipino palaterecently launched its new
offering that a lot of people will certainly enjoy.
Get Your Taste of Summer Here
With temperatures still rising beyond 30-degrees, theres no doubt that the
summer heats still here even if summers officially over. So if you need to
quench your thirst, fast, get yourself a glass of Don Henricos ice cold Fresh
Lemonade.
Your order of Fresh Lemonade will be served to you in a tall, Casablanca beer
glass with generous amounts of fresh lemon juice, fresh lemon slices and a
dash of mint leaves. Take one sip and feel your thirst quenched by its sweet
taste that will make you ask for more. It will feel like summer all over again.
Where to Get Your Glass of Don Henricos Fresh Lemonade
Dying to get that taste of summer? You can grab a glass of Don Henricos
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Fresh Lemonade from all 10 Don Henricos branches. Look for a Don
Henricos branch nearest you:
Session Road
SM City Baguio
Malate
Alabang
West Avenue
SM Mall of Asia
Greenhills
Tomas Morato
Sta. Lucia
Ayala Center Cebu
Enjoy Your Glass of Fresh Lemonade with Other Don Henricos
Offerings
Of course its a glass of Don Henricos Fresh Lemonade is not enough unless
you add other Don Henricos offerings along with it. For starters, why dont
you try Don Henricos Supreme Pizza? It comes in different sizes so you can
enjoy it whether youre alone or with a large group. The 10-inch Supreme
Pizza is enough for up to two people, while the humongous 18-inch pizza can
feed 12 hungry people! Theres also the wide variety of Don Henricos pasta,
starting with the best-selling Seafood Pesto Linguine in Cream Sauce.
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And finally, try the Don Henricos Buffalo wings that everybodys been talking
about! Once you take a bite, youll know why people always order our Buffalo
wings.
So grab a bite at Don Henricos today, and remember to sample its newest
offering: the Don Henricos Fresh Lemonade. Because its never too late to
quench your thirst with an ice cold glass of lemonade.
Don Henrico's Triple Gems
PROMOTIONS
Valentine's Day Promo
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Sole with Duxelle and Chicken Sicillian Pasta
Free Crab Fettuccini
Don Henrico's Eat All You Can
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EVENTS WHERE HENRICOS PARTICIPATED
Miss Earth 2011 Moves Back to Manila
In view of the worsening flood situation Bangkok, Thailand is
experiencing, Carousel Productions, Inc. (Carousel) has decided to transfer
the venue of Miss Earth 2011 from Bangkok, Thailand to Manila, Philippines.
Carousel President Ramon Monzon issued the following statement: "After
careful consideration, it is with regret that we have decided to cancel the
scheduled Miss Earth 2011 in Bangkok, Thailand and transfer the event to
Manila, Philippines even at this late stage. I believe it would have been
insensitive and even irresponsible to go ahead with the event in Bangkok at
this time considering the calamity that has befallen Bangkok. We informed
our Thai Licensee, PD Creations, of this decision and they agreed and
accepted the same. We are presently discussing their request to host Miss
Earth in 2012 or 2013 in lieu of this year."
The flooding that has inundated the cities surrounding Bangkok and
which is on the verge of overflowing to Thailand's capital is the worst that the
country has experienced in the past 50 years. More than 400 lives have been
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lost and millions of people have been displaced from their work and homes
as a result of this calamity. Though Carousel is left with less than a month to
organize the logistics for hosting the expected 90 candidates in Manila, it
never considered the possibility or option of postponing the pageant. With
the different natural calamities that have befallen Thailand, Turkey and other
parts of the world, more than ever this is the best time to stage Miss Earth to
call attention to the pressing environmental problems the world faces.
"Miss Earth 2011 will in fact become more meaningful at this time," said
Lorraine Schuck, Carousel Executive Vice-President. "Through the Miss Earth
Foundation, we will have more activities that will increase awareness on the
worldwide impact of climate change. The situation in Thailand is an example
of what can happen if we do not take the necessary measures to save the
environment."
The 90 or so candidates are expected to arrive in Manila beginning
November 17 together with the reigning Miss Earth, Nicole Faria of India.
Coronation Night will be on Saturday, December 3, 2011. The show will be
aired live by Star World at 8:00 p.m. while ABS-CBN Channel 2 will air it
nationwide on Sunday, December 4 at 10:30 p.m. There will also be a
delayed telecast of the show on The Filipino Channel and on the television
stations of some participating countries. The pageant will also be shown on
TFC at a later date.
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Don Henricos Sponsors Miss Earth 2011
Don Henricosthe countrys top Italian restaurant that caters to the
Filipino palateonce again sponsored Miss Earth 2011. Partnering with
Carousel Productions, Inc., for the past seven (7) years, the restaurant aims
to help in spreading awareness about relevant environmental issues around
the world through the Miss Earth Beauty Pageant.
This years coronation night was held on December 3 at the UP Theater in
Diliman, Quezon City, Phillippines with delayed telecast over ABS-CBN
Channel 2 on December 4 at 10:30pm.
This years Miss Earth 2011 is Miss Ecuador Olga Alava.
Miss Earth 2011 Olga Alava of Ecuador
Miss Air 2011 Driely Bennettone of Brazil
Miss Fire 2011 Caroline Medina of Venezuela
Miss Water 2011 Athena Imperial of the Philippines
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Don Henricos RUN: Help Save a Life today- was considered a great
success with the participation of thousand of runners (professional and non-
professional) gathered at the CCP Complex last 17 December 2011, Saturday
afternoon to join the run that would allow them to share their blessings to
our less fortunate brothers and sisters thru the Sagip Buhay Medical
Foundation, Inc., the lone beneficiary of the fun run event initiated by the
Don Henricos Pizza Foods Corporation.
Don Henricos, being committed to one of its mission statement to
share and help improve the quality of life in the community that we serve,
took the initiative to launch this Corporate Social Responsibility (CSR) project
and chose Sagip Buhay as beneficiary thru the recommendation of some
friends in the industry.
This CSR project would not have been successful without the support
of the following partners:
Major Sponsors:
Pepsi-Cola Products Philippines, Inc., Nestea, Unilever Philippines,
Minor Sponsor:
Digiprint, Sea Oil, Crystal Clear, 8V Printing, Magnate Food & Drinks, Inc.,
Registration Partners:
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Chris Sports and A Running Circle Shop
Media Partner:99.5RT
Donors:
Jullian Jannessen Trading, MGM Food & Commodities Corp., Fonterra,
Jaka Food Processing Corp., Flyace Corp., Magnolia Cream Cheese,
Great Foods Solutions, Sermasison Corporation, Marilyn Flores Enterprise
Winner's Bet Trading, Cash and Check Marketing, Sysu International, Inc.,
Mixplant, Inc., Almega Trading, Vic's Kitchen, MEA Printing, QC Styro
Packaging,
Multiplast, EastWorld Sales Phils., Quantum Foods Inc., QFI Food
Service,Inc.,
Abmarac Corporation , Foodsphere, Inc., Conquest Industrial Sales,
KLG International, Inc., UPVIL, Big Signs, Resorts World Manila, Alveo,
R & B Tube Ice and Fern C
FUN RUN 2011 IMAGES!!
http://donhenricos.net/themes/donhenricos/images/run/DH%20RUN%20PICS%202.jpghttp://donhenricos.net/themes/donhenricos/images/run/DH%20RUN%20PICS%2010.jpghttp://donhenricos.net/themes/donhenricos/images/run/DH%20RUN%20PICS%205.jpghttp://donhenricos.net/themes/donhenricos/images/run/DH%20RUN%20PICS%202.jpghttp://donhenricos.net/themes/donhenricos/images/run/DH%20RUN%20PICS%203.jpghttp://donhenricos.net/themes/donhenricos/images/run/DH%20RUN%20PICS%204.jpghttp://donhenricos.net/themes/donhenricos/images/run/DH%20RUN%20PICS%206.jpghttp://donhenricos.net/themes/donhenricos/images/run/DH%20RUN%20PICS%207.jpghttp://donhenricos.net/themes/donhenricos/images/run/DH%20RUN%20PICS%208.jpghttp://donhenricos.net/themes/donhenricos/images/run/DH%20RUN%20PICS%209.jpg8/2/2019 Hbo Hardbound Final
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17
Northen Luzon Stores
Session Road Baguio
G/F Puso ng Baguio Bldg.,Session Road, Baguio City
Tel.Nos: (074) 442-8802 ; 444-3600
Sm City Baguio
Lower Ground Floor, SM City Baguio
Tel.Nos.: (074) 619-7808
National Capital Region Stores
Malate
574 Pedro Gil St., Malate, Manila (across Robinsons Place Manila-Pedro Gil
main entrance)
http://donhenricos.net/themes/donhenricos/images/run/DH%20RUN%20PICS%2011.jpghttp://donhenricos.net/themes/donhenricos/images/run/DH%20RUN%20PICS%2020.pnghttp://donhenricos.net/themes/donhenricos/images/run/DH%20RUN%20PICS%2015.jpghttp://donhenricos.net/themes/donhenricos/images/run/DH%20RUN%20PICS%2011.jpghttp://donhenricos.net/themes/donhenricos/images/run/DH%20RUN%20PICS%2013.jpghttp://donhenricos.net/themes/donhenricos/images/run/DH%20RUN%20PICS%2014.jpghttp://donhenricos.net/themes/donhenricos/images/run/DH%20RUN%20PICS%2016.jpghttp://donhenricos.net/themes/donhenricos/images/run/DH%20RUN%20PICS%2017.jpghttp://donhenricos.net/themes/donhenricos/images/run/DH%20RUN%20PICS%2018.jpghttp://donhenricos.net/themes/donhenricos/images/run/DH%20RUN%20PICS%2019.jpg8/2/2019 Hbo Hardbound Final
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Tel. Nos.: 524-9134 ; 524-9141
Alabang
2nd Level near Bridgeway Entrance, Filinvest Festival Supermall
Tel Nos.: 850-3915 to 17
West Avenue
West Avenue cor. Examiner St., Quezon City
Tel. NoS.: 371-7171 ; 372-7272 ; 372-3777
Mall of Asia
Ground Level, North Wing, Entertainment Mall, Mall of Asia, Pasay City
Tel. Nos: 556-2848 ; 556- 2904
Greenhills
2ND Floor, Connecticut Arcade, Greenhills Shopping Center, San Juan City
Tel. Nos.: 571-3911 ; 571-3912
Tomas Morato
Toledo Building, Tomas Morato Avenue cor Sct. Limbaga St., Quezon City
Tel. Nos: 332-2201 ; 332-2254
Rizal Store
Sta. Lucia
The Brick Road, Sta. Lucia East Grand Mall, Cainta, Rizal
Tel. No.: 681-5242 ; 682-7095
Central Visayas Store
Ayala Center Cebu
The Terraces, Ayala Center Cebu, Cebu City
Tel. Nos.: (032) 234-1729 ; 234-2326
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Explore and be part of Don Henricos Team!
We are looking for highly competent, young and dynamic individuals to join
Don Henricos team:
RESTAURANT MANAGER/SHIFT MANAGER
Male or Female
Graduate of Hotel and Restaurant Management, Business Management or
equivalent.
With a minimum of 2 years relevant work experience in a Restaurant
operations
Must posses strong and effective leadership ability
Must have good communication & interpersonal skills; able to deal with
customers and relate with subordinates
Must be able to run a shift
Must posses Training and mentoring skills
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SERVICE & KITCHEN STAFF
Male or Female
18 to 28 years old
At least 54 in height for
male and 52 for female
At least College level
Must posses a pleasing
personality, good
communication and
interpersonal skills.
Related work experience is
an advantage but not required
CASHIER
Female
18 to 28 years old
At least 52 in height
At least College level
Must posses a pleasing
personality, good
communication and
interpersonal skills.
Related work experience is
an advantage
RIDER
Male
18 to 33 years old
At least 54 in height
At least College level
Must posses a pleasing
personality, good
communication and
interpersonal skills.
Related work experience is
an advantage but not
required
Capable of a driving a
motorcycle with manual
transmission
With at least non-
professional drivers license
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AUDITOR/ACCOUNTING
ASSISTANT
Male or Female
Graduate of BS Accountancy
Willing to do field work
Preferably with related work
experience
21
III. THE PROBLEM
To know the individuals behaviors we need to conduct personal interview and
asks questions.
These are as follows:
1. Are there some behaviors that could affect the productivity of the
company?
2. How these behaviors or conflicts arise?
3. What are the common behaviors you usually encounter in the
company?
4. What are the things that motivate you to continue working?
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IV. REVIEW OF RELATED LITERATURE
Negative employee behaviors may be targeted toward other
employees or towards the higher positions. It may manifest as not following
instructions, complaining excessively, spreading negative rumors or
unproven hearsay, bullying or showing favoritism. A company would really
want to resolve these behaviors immediately for the sake of its company
specially when there are many competitors in the location.
How do you manage the dozens of disputes that crop up in the course of
running a restaurant? This is designed to help managers resolve conflict in
the workplace according to the
National Restaurant Association How-To Series, October 2000
How to Resolve Employee Conflict
Section 1: Three Conflict-Management Principles
Although most of us were raised on the notion that conflict is bad,
conflict itself isn't good or bad-but it is inevitable. Resist the temptation to
quash conflict, instead learn how to make conflict work for you. These
principles can help you manage conflict:
1. Prevent employees' conflicts from coloring customers' perceptions of your
restaurant.
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2. Make conflicts work to your advantage by resolving them in ways that
improve the long-term strategies of the restaurant.
3. Set policies that minimize the nagging, negative conflicts that plague
poorly run businesses.
Section 2: Customer Perceptions
No doubt about it, it's awkward for a customer to witness employees
fighting. It also gives any business an unprofessional appearance. Managers
need specific strategies to deal with such situations.
While your first inclination upon witnessing a conflict may be to
discipline quarreling employees in public, trying to break up employee
arguments can turn into a shouting match in front of customers. Instead,
walk up to nearby customers to get them away from the argument. Let them
know that such embarrassing situations are not the norm in your
establishment.
Also develop a company wide hand signal that means "Let's all go to
the back office immediately." This management tool can help shield
customers from awkward situations. Such an internal communication can
quietly head off embarrassing situations before they affect customers'
perceptions.
Now that the fire is out, how do you prevent further damage?
Section 3: Positive Resolution
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After customers are out of sight, pull the two warring employees aside
and ask them, "Do you know what impact your behavior had on the
customers?" Probe the problem with both employees present and work with
them to promote solutions to their differences.
Meeting with employees separately to gather information about the
conflict could give the more persuasive storyteller an unfair advantage. In
general, managers should strive to limit situations where they merely sit in
24
judgment of employees who are in conflict. Pulling employees together to
work toward solutions under a team model is preferable. Don't forget to
follow-up with the employees in a timely manner. With harmony restored,
your next step is preventing outbursts of negativity.
Section 4: Minimize Negative Energy
Although employee conflict cannot be avoided entirely, managers need
to stamp out a culture of conflict that plagues poorly run organizations. Such
conflict becomes institutionalized because of poor policies or bad behavior
examples set by managers. Ongoing conflicts that are never addressed lead
to the very headaches managers want to avoid: unnecessary employee
turnover and distractions that pull employees away from attention to
customer service.
Often just below the surface of many employee conflicts are intolerable
behaviors, such as sexual harassment and racial bias. Establish clear
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guidelines very early on-even when prospective employees come in for
interviews-that such behaviors will not be tolerated under any circumstances.
For restaurants, a particular flash point is relations between the front
and back of the house. Managers need to make sure both groups work
together to create a harmonious atmosphere conducive to great customer
service.
Never pass up a chance to learn from conflicts by looking at them from
an employee's point of view. Remember that employees often bring their
personal problems to work and that when the restaurant is extremely busy,
sometimes workers lose perspective and get caught up in conflicts with other
25
workers. Look a layer beneath conflicts and generate policies that smooth
employees' jobs.
Section 5: Employee Harmony
Keeping employees from crossing swords can be stressful for any manager.
Follow these tips to keep a cease-fire in your business.
Focus on tasks, not personalities. Personal slights won't solve conflicts but
pursuing common goals will.
Look for areas of mutual benefit. Find the common ground first and work
from there.
Design reward systems that recognize team behavior. A certain degree of
competition between employees may serve as a motivator, but compensation
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plans should also recognize team sales or overall customer satisfaction to
encourage cooperation.
Managing conflict sometimes requires no response at all. Listen attentively
as an employee or customer vents and then proposes his or her own
solution.
Recognize who the "complainers" are. Although constant complaints may
be no fun, such employees may be valuable team members who simply
require extra listening time. Praise their strengths but don't reward their
inappropriate complaints.
Stay in touch with all departments. Some chefs or owners never seem to
leave the stove while some glad-handing proprietors never venture into the
kitchen. Maintaining daily contact with every department can prevent
employee conflicts from sneaking up.
26
Distribute work and work hours evenly. This helps to lessen such common
complaints as "he got more work hours than I did," which may lead to
resentment.
Model the behavior you want employees to exhibit. If you blow up in anger
at inappropriate times, don't be surprised when your employees act the same
way to one another.
Keep staff busy. When the kitchen staff and dining-room workers are
focused, they have less time to be in conflict.
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Train, train, train. Constantly train employees so that they know what is
expected of them.
10 Ways to Create an Employee Engagement Culture
Successful organizations understand the importance of employee
engagement. Employees need to feel like they do meaningful work and what
they do makes a difference. Engaged employees put their heart and soul
into their job and have the energy and excitement to give more than is
required of the job. When employees are not engaged, it can have a
negative effect on the customer experience.
According to Wikipedia, an engaged employee is one who is fully
involved in, and enthusiastic about, his or her work, and thus will act in a
way that furthers their organizations interest.
According to Scarlett Surveys, 31% of employees are disengaged and
4% of those are hostile. If these survey results are correct, what can
organizations do to improve employee engagement levels?
27
Organizations with strong employee engagement, have figured out
how to create a culture that fosters engaged employees. They understand
leaderships role in communicating, developing and rewarding employees.
So what are some ways to create an employee engagement
culture?
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Strong Vision
Cultures of employee engagement have a defined, and well
communicated, vision. Leadership is responsible for communicating the
vision and keeping it in front of the employees. Employees should be able
to recite thevision statementand be able to describe why the
organization does what it does. Employees are emotionally attached to
the vision, believe in what they do and are committed and loyal to the
organization.
Consistent Communication
Good communication within an organization can be one of the most
important things an organization can do to foster employee engagement.
Employees spend a good portion of their life at work and have an interest
in what is going on within the organization. They desire to know how the
organization is doingfinancially, how corporategoalsare being
accomplished and how what they do contributes to achieving corporate
objectives.
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Supervisor Interaction
There is a lot of research that states that employees leave organizations
because of their direct supervisor. The engagement of employees is tied to
theleadershipof their direct supervisor. This includes how information is
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shared, how employees perceive equity amongst each other and how well a
supervisor demonstrates their care for employees as individuals.
4.Employee Development
Employees want the opportunity to develop and grow professionally.
They need opportunities to grow in their job and within the organization.
This can be accomplished by having a defined developmental plan for each
employee. Managers should be constantly coaching their employees to fine
tune skills and develop new ones.
5.Team Environment
Strong employee engagement is dependent on how well employees
get along, interact with each other and participate in a team environment.
Developing a strong team environment can help foster engaged employees.
Employees need to feel like they belong to a community, a team and a
family. Coworkers are often the only family some employees have so
maintaining a work environment where all employees feel part of a team and
work well together is very important.
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6. Culture of Trust
Employees need to trust each other as well as their leadership.
Employees are constantly watching leadership to see how their decisions
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affect thestrategic direction of the organization and if their behaviors reflect
what they say.
7. Clear Expectations
Employees need to know what is expected of them. This is
accomplished by giving specific goals as well as the training, tools and
resources needed to perform their job. Employees need toalso be held
accountable for achieving their goals through a structured performance
management process.
8. Reward and Recognition
Employees need to feel validated and acknowledged as a valued part
of the organization. Strong leadership demonstrates how much they care for
their employees and shows recognition for employee efforts. Rewards and
recognition should be integrated into the way employees are managed on a
day-to-day basis.
9. Employee Satisfaction
Employees need to feel like they are part of the process, that their
thoughts and ideas matter and that they have a voice in how their work is
performed. They are on the front line and know best about how work should
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http://thethrivingsmallbusiness.com/articles/the-5-step-process-of-strategic-planning/http://thethrivingsmallbusiness.com/articles/how-to-confront-negative-employee-behaviors/http://thethrivingsmallbusiness.com/articles/example-of-employee-goals/http://thethrivingsmallbusiness.com/articles/great-online-computer-training/http://thethrivingsmallbusiness.com/articles/what-are-the-advantages-and-disadvantages-of-performance-management/http://thethrivingsmallbusiness.com/articles/what-are-the-advantages-and-disadvantages-of-performance-management/http://thethrivingsmallbusiness.com/articles/characteristics-of-effective-leadership/http://thethrivingsmallbusiness.com/articles/importance-of-employee-recognition/http://thethrivingsmallbusiness.com/articles/importance-of-employee-recognition/http://thethrivingsmallbusiness.com/articles/10-keys-to-small-business-management/http://thethrivingsmallbusiness.com/articles/the-5-step-process-of-strategic-planning/http://thethrivingsmallbusiness.com/articles/how-to-confront-negative-employee-behaviors/http://thethrivingsmallbusiness.com/articles/example-of-employee-goals/http://thethrivingsmallbusiness.com/articles/great-online-computer-training/http://thethrivingsmallbusiness.com/articles/what-are-the-advantages-and-disadvantages-of-performance-management/http://thethrivingsmallbusiness.com/articles/what-are-the-advantages-and-disadvantages-of-performance-management/http://thethrivingsmallbusiness.com/articles/characteristics-of-effective-leadership/http://thethrivingsmallbusiness.com/articles/importance-of-employee-recognition/http://thethrivingsmallbusiness.com/articles/importance-of-employee-recognition/http://thethrivingsmallbusiness.com/articles/10-keys-to-small-business-management/8/2/2019 Hbo Hardbound Final
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be performed. Actively soliciting employee feedback and incorporating
employee thoughts and ideas into how the organization operates is a very
effective way to engage employees.
10. Competitive Pay and Benefits
While pay and benefits are not the key indicator of employee
engagement, offering competitive compensation, benefits and reasonable
working conditions is a strategy for strong employee engagement.
Developing a culture that supports employee engagement can have a
positive effect on the employee, the customer and ultimately the bottom-line.
How To Motivate Others - Top Tips on Leadership (WWW/ KMM)
You cant be a leader without followers, therefore you have to understand
how to motivate people to buy into your agenda. Motivation makes
employees act in certain ways. How can you achieve this?
Understanding peoples motives their reasons for doing something is the
key to becoming a good leader.
One of the main theories relating to motivation is Maslows Hierarchy of
Needs. People have needs. A need is a lack of something- something we
want. This produces the drive and desire which motivates us to satisfy that
need. Satisfying this need, or getting the thing we want or lack is the goal.
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Maslows theory of motivation is called the hierarchy of needs.
Maslow believes that people have five main needs in the following order of
importance:-
Physiological Needs
i) the need to eat
ii) the need to drink
iii) the need to work
iv) the need to sleep
v) the need to reproduce
Safety Needs
i) the need for shelter
ii) the need to fell secure
Belonging Needs
i) the need to feel part of a group
ii) the need for acceptance
Self-Esteem Needs
i) the need to feel good about themselves
ii) the need to be recognised for their achievement
Self-Realisation Needs
i) the need for personal fulfilment
ii) the need to grow and develop
Maslow believes that people would not move on down this list to be
motivated by the next set of needs until the previous set(s) had been
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satisfied. There are other theories in a similar vein to Maslow. Another theory
by Alderfer categorised these needs into three categories:-
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existence needs
relatedness needs
growth needs
Leaders and managers need to have this level of understanding if they are to
be in a position to motivate their staff. However to be a good leader and
manager you need to recognise that people are different. To display the
traits of a good leader you need to recognise that some people come to work
to earn money (existence needs) and have no desire either to get on with
others (relatedness needs), or earn promotion (growth needs). Others work
to meet people and have a personal challenge and sense of achievement
( relatedness needs). Others work to gain experience to get promotion
(growth needs). For others it maybe a combination of these.
Motivation People with Existence Needs
Pay people enough
Workplace safe and good environment
Incentives employee of the month
Set goals
Treat people as individuals
Motivating People with Relatedness Needs
Show respect
Delegate give responsibility
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Give recognition
Communicate
Involve people in decision-making
Encourage ideas
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Praise people
Get to know people
Team building days and office away days
Celebrate success
Motivating People with Growth Needs
Offer support to complete new tasks
Give staff and employees a challenge
Work should be made interesting
Encourage people to think for themselves
Keep people informed
Ask people what motivates them
Stretch people with new work
Offer training where possible
How Do you Know When Staff and Employees are Demotivated
Increased sickness
Increased absenteeism
Late
Poor quality of work
Lack of communication
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Attitude
Frustration
Why Do People Become Demotivated
Lack of recognition
Boredom
Lack of involvement
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Not being listened to
Lack of encouragement
Lack of training
No delegation
Criticism
Too much work
If you as the leader or manager can bear these issues in mind then your own
performance and that of the team will be much improved.
Motivation Article
9 Techniques for Motivating Others Through Chaos
By Ed Sykes
Motivation in the work environment has changed. Change has become the
norm. Also the motivation level of employees has changed. This can lead to
increased dissatisfaction and decreased productivity.
Here are ten techniques for motivating your employees to succeed during
chaos:
1. Take Care of the Little Things to Motivate Others
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Doing the little things well will show that you respect your employees.
Making sure you are on time for meetings, saying good morning and
thank-you, and returning phone calls and e-mails in a timely manner goes
a long way to showing your employees that you care during chaotic times.
2. Be an Active Listener to Motivate Others
Recent research stated that the average supervisor or manager only
invests two hours per year applying pure listening skills. Pure listening is
when you are listening to your employee you are not:
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To be a pure listener you must be an active listener. Good managers
do more than pay attention. They genuinely care about people and never
talk down to them. They ask their employees about their goals and dreams,
their past achievement, their concerns and challenges during this chaotic
time. They listen with their hearts and minds. They respect the employees
thoughts and opinions. They realize that the employees sometimes have the
best answer for achieving more through chaos.
3. Walk Your Talk to Motivate Others
If you expect your employees to arrive early, then you arrive early. If
you expect your employees to keep their promises, you keep your promises.
If you want your employees to keep to high standards, you keep to high
standards.
Your employees are watching you even when you dont think they are
watching you. So set the tone. Once you walk through the doors of your
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organization make sure you are positive and upbeat if you expect your
employees to be positive and upbeat.
4. Let People Know They Make a Difference to Motivate Others
At the top of many lists of what motivates employees, more than
money, is knowing that they make a difference at work. One of the most
powerful methods of letting your employees know they make is difference
ispraise (Go to article Appreciate to Motivate to learn how). The praise
should relate to how the employee helps achieve the overall mission of the
organization.
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5. Communicate Clearly to Motivate Others
Communicate so that others understand what you want to achieve.
Adapt your communication to the audience you are speaking. Constantly
communicate your vision and goals so that there are no misunderstandings.
The clearer the vision, the clearer the communication, the clearer the
opportunity for success.
6. Help Employees Succeed to Motivate Others
People go to work to succeed, not fail. It is your job to understand
your employees strengths and weaknesses so that you can put them in the
best position to succeed. If, for example, you find out that an employee is
lacking in a certain skill set to succeed during a change then provide the
coaching and training to make them and your organization successful. The
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best managers minimize or eliminate their employees weaknesses and while
building on their strengths. Remove any and all barriers to success.
7. Focus Your Team on the Goal to Motivate Others
Focus your employees on the end result, the overall team goal. Once
you successful communicate this your team will band together to defeat any
obstacles that get in the way.
8. Create High Standards to Motivate Others
High-performance organizations set high standards for their people.
Employees want to know what is expected of them, how their performance is
measured, and what rewards they can expect when they exceed the
standard. Make sure the standards are consistently applied to each
employee.
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Make sure each employee understands how the standards are
measured so that they know how to reach it. As each plateau is reached, set
new goals.
9. Help Your Employees Compete and Win to Motivate Others
Develop goals that help all your employees excel. Make your goals
inclusive not exclusive. This means that everybody is working together and
wins together. Have your employees complete against the goal, not each
other.
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V. FINDINGS
There are no such things that can relieve a person than to have the answer
he/she wanted. Finally, here are the results and answers that we found out:
1. Are there some behaviors that could affect the productivity of the
company? (employees: manager, service crews)
According to them, the factors that affect their productivity are:
conflicts of misunderstanding, slow/poor performance of the worker,
discomposure, and discontentment.
2. How these behaviors or conflicts are arises? (employees: manager,
service crews)
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Conflicts arise because of misunderstanding on body language
and how they used their sign language during peak time.
Discomposure usually arise when many customers during peak
time like lunch, snack and dinner time.
Discontentment and low performance level goes together when
not in mood or not motivated.
3. What are the common behaviors you usually encounter in the
company? (employees: manager, service crews)
Discomposure and misunderstanding- that could cause conflicts
between them.
4. What are the things that motivate you to continue working?
(employees: manager, service crews)
We, are being motivated by our needs such as food, shelter, family
and financial need to support for study.
VI. RECOMMENDATION
Little becomes a lot.
Compound comes from simple and thats how conflicts and problem look
alike.
A low battery needs to be recharged to function well or to become
usable. Thats what a company needs as they apply their own values to keep
on standing on the top. Nothing that is best to solve conflicts than to settle
down, seat and talk.
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And nothing best to do and have while running is always be motivated
and to love their work while they enjoy working to overcome those odds.
VII. CONCLUSION
Its hard to start a beginning you dont know where to start.
We come up to Don Henricos place with expectant that we will get
information easily. And were not mistake. The company was so generous
giving their time to answer all our questions even they were working and
busy.
Behind those great welcome and BIG SMILES were glad we came to know
their real world. Don Henricos is one of the FINE DINING FOOD CHAIN thats
why BIG SMILES is required and badly needed, so, if you are that person
who doesnt know how to smile, we advise you to get not a course of
Hospitality Management instead be a military.
Moreover, the management needs to motivate their employees and create
more trending body signs as their own trademark also for misunderstanding
be cast down in the company.
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VIII. SUMMARY
Don Henricos is the Philippines top Italian restaurant that caters to
the Filipino palate. Its offerings of delectable pizza, pasta, and more are
served in large servings, making the Don Henricos menu perfect for family
gatherings and parties. Established in 1993 along Baguio Citys Session
Road, it has grown to 10 branches, including a branch at the Ayala Center
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Cebu.
Now with its Ristorante concept, Don Henricos promises a revamped menu
that offers even tastier offerings, including the recently launched Don
Henricos Fresh Lemonade. Along with the new menu is the more intimate
ambience of its branches brought about by its soft lighting, comfortable
seats, and upgraded interiors.
Don Henricos: The Home of Great Pizza, Pasta and More
The researchers condeucted an interview to the employees and the
manager and receive such information which is helpful to the researcher.
They found out certain behaviors and problem that could possibly affect the
productivity of the company as well as to their performance effects.
Furthermore, the researchers recommend some possible actions to
lessen and atleast help them resolve such behaviors in the future endeavors.
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REFERENCES:
http://donhenricos.net/
http://en.wikipedia.org/wiki/Organizational_behavior
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http://www.212articles.com/Human-Behavior-In-Organization/
http://www.restaurant.org/profitability/openrestaurant/howto/eeconflict/
http://thethrivingsmallbusiness.com/articles/10-ways-to-create-an-
employee-engagement-culture/
http://thesykesgrp.com/MotivateOthersChaos01.htm
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ACKNOWLEDGEMENT
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We have taken effort in this project. However, it would not have been
possible without the kind support and help of many individuals. We would
like to extent our sincere thanks to all of them.
We are highly indebted to Don Henricos from their guidance and
constant supervision as well as for providing necessary information regarding
the project and also for their support in completing the project.
We would like to express our gratitude towards our parents for their
support in financial aspect and encouragement which help us in completion of
this project.
To our instructor Ms. Gretchen A. Weygan for her long patient, time,
and the knowledge she imparted for this project made possible.
But above, to God who enabled as, keeping us strong and giving us
healthy mind to finish til this end. THANK YOU!!!
THE PROPONENTS/RESEARCHERS
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