WELCOME!
Your Monster adventure
begins here
Introduce yourself in SILENCE
DAY 2: EXPLORE
Know the insides of the Company.
MR. RICARDO UY
Founder/ Chairman of the Board
OUR PRESIDENT
CRYSTAL LAKE
FOOD INDUSTRIES
s
ORO TINSMITH
CENTER
[play AVP]
We champion the needs of the neighborhood market by providing our customers an
engaging and convenient shopping experience characterized by a complete and up to date
merchandise selection that delivers the best presentation and superior quality at prices
which provide discernible value to the customer.
We inspire ordinary food enthusiasts to achieve mastery in their chosen field, become
professionals and develop themselves into entrepreneurs through a quality training
institution that provides relevant competencies, products and services related to the food
industry.
President
FINANCE PURCHASING HR IT
Accounting Treasury
• Measure
• Mix
• Bake
• Decorate
Class Observation
Use of ingredients
Use of Tools & Equipment
Application of Techniques
OVERVIEW
ICEBREAKER : 2 truths & a Lie
Training Badges
DAY 2 : EXPLORE Monster Work Habits
• Departmental Orientation
• Operations
• Purchasing
• Accounting
• Marketing
• IT
• Academy
• Human Resources
• Guidelines
• Code of Conduct
Operations
Store Operations Warehouse Operations
Opening & Closing Procedure Receiving
Merchandise Handling Inventory Transfers
Product Request & Reservation Delivery
Discount & Rewards Program Storage
Customer Service HACCP
Telephone Decorum
Cash Handling
Store Security
Marketing
is the management process responsible for identifying, anticipating and
satisfying customer requirements profitably
Marketing Involves:
• Customer
• Analysis
• Advertising
• Internet/Social Network
• Target
• Strategy
• Price
• Concept
IT
is responsible for creating new
programs, hardware, software,
networking of computers and provides
technical support to computer users in
the company.
POS account
Email account
MYOB/Accounting HQ account
FB page
Human Resource
Guidelines
Human Resource
Business Casual Dress Code
MONSTER KITCHEN expects employees to wear at all times the prescribed uniforms or dress
appropriately in business casual attire. Because our work environment serves customers, professional
business casual attire is essential. Customers make decisions about the quality of our products and
services based on their interaction with you.
Consequently, business casual attire includes suits, pants, jackets, shirts, skirts and dresses that, while
not formal, are appropriate for a business environment. Examples of appropriate business attire
include a polo shirt with pressed khaki pants, a sweater and shirt with corduroy pants, and a jacket,
sweater and skirt. Tattered jeans, t-shirts, shirts without collars, and footwear such as flip flops,
sneakers, and sandals are not appropriate for business casual attire.
Employees are expected to demonstrate good judgment and professional taste. Courtesy to coworkers
and your professional image to customers should be the factors that are used to assess that you are
dressing in business attire that is appropriate.
Employees who wear business attire that is deemed inappropriate in this workplace will be dealt with
on an individual basis rather than subjecting all employees to a more stringent dress code for
appropriate business attire.
Human Resource
Dress Code
✔
Human Resource
Personal Hygiene
Employees are expected to meet hygiene requirements
during regular business hours for the duration of their
employment.
• Maintain personal cleanliness by bathing daily.
• Oral hygiene (brushing of teeth) required.
• Use deodorant / anti-perspirant to minimize body
odors.
• No heavily scented perfumes, colognes and lotions.
These can cause allergic reactions, migraines and
respiratory difficulty for some employees and
customers.
• Clean and trimmed fingernails (¼ inch long or less).
• Wash hands after eating, or using the restrooms.
Human Resource
Personal Grooming
• Clothing must be clean, pressed, in good condition and fit
appropriately.
• Socks must be worn with shoes.
• Neat and well groomed hair, sideburns, mustaches and beards (no
artificial colors e.g. pink, green, etc. that would be deemed
unprofessional). Hair should not touch collar.
• Moderate make-up.
• Secured long hair
• No dark glasses
• Limited jewelry and no dangling or large hoop jewelry that may
create a safety hazard to self or others.
• Body piercing must be limited to one per ear. Men are not allowed to
wear earrings. Other visible body piercing is unacceptable.
• Tattoos that are perceived as offensive, hostile or that diminish the
effectiveness of the employee’s professionalism must be covered,
and not visible to staff, customers or visitors.
Human Resource
HR Guidelines
Compensation Undertime
Hours of Work ID
Overtime Security Policies
Rest day Inspection
Holiday Pay Material Gatepass
Cut off and Pay Day After operation hours
Break time Incident Reporting
DTR/ Biometric Grievance Machinery
Pay computation Equipment and Property Use
Benefits Emergency Procedures
Government-mandated Performance Appraisal
Snack
Paluwagan 8 HOURS/DAY@ 6 DAYS/WEEK
Leave Privileges Basic Pay = Daily Rate x 26.125 days
OT = Hourly rate x 1.1
Travel Spl Hday= Daily Rate x 1.25
Tardiness Reg Hday= Daily Rate x 2
Absenteeism
Human Resource
COMMUNICATION LINE
YOU SUPERVISOR
HRD
EMERGENCY PROCEDURES
FIRE
P - Pull the pin
A – Aim the extinguisher
S – Squeeze the handle
S – Sweep the extinguisher hose at the
base of the fire
Employee Training Levels
9-12 months
6-9 months
3-6 months
1-3 months
CERTIFIED
MONSTER
SUPERSTAR PROFESSIONAL
EXPLORER
NEWBIE
Working Toward Mastery
Achieve
Mastery
Projects Worked On
Get
Experienced
Get Familiar
Time Spent
8 Habits of a Monster Professional
1. Be Positive and Proactive.
2. Drop everything for a customer.
3. Focus on results not just activities.
3. Solve a problem immediately.
4. Execute from start to finish. List, Follow, Feedback
5. Welcome criticism, embrace opportunities
6. Innovate. But persist.
7. Synergize. Listen and work with others who think
Differently than you do.
8. Seek continuous improvement.
CUSTOMER SERVICE TRAINING
sender
Barriers
receiver
The Communication Equation
What you hear
• Tone of voice
• Vocal clarity
Effective
Encouragement to continue Communication skills
silence
Summarising
what has been said Smiling face Checking for understanding
Barriers to Effective Communication
Language Noise
Time Distractions
Barriers to
effective communication
Too many Lack of interest
Questions
Distance Disability
Discomfort
with the topic
How to Listen to Customers
Active listening = Attending skills (being ready)
Invitations
Questions
Encouragement
Empathetic Silence
Questioning Skills
• Open Questions
• Closed Questions
• Paraphrasing
• Check for
Understanding
Reflective Skills
Keeps the door open for further
communication
• Paraphrasing
• Reflecting Facts
• Reflecting Feelings
• Reflecting Silence
• Summarising
• Choosing your Words
• Useful Phrases
Using Your Voice
Do you
• Become loud when angry or upset
• Speak faster when nervous
• Speak slowly when tired or bored
• Have a cheerful voice
• My tone of voice is warm and understanding
• Find it easy to talk to people you don’t know
• Control your tone in most situations
• Sound bossy, weak or unsure
• Have a clear and easy-to-hear voice
• Speak in a very formal or very trendy manner?
Smile
Introduce yourself (if appropriate) or wear a name badge
Shake hands if appropriate
Lean forward
Be aware of cultural differences
Telephone Skills
• Know how to use the phones
• Speak clearly and slowly
• Smile (you can hear it in your voice!)
• State your name and organisation
• Write down the caller’s name and use it
• Don’t say rude things while someone’s on hold
• If they’re explaining something use words to show you’re
listening (yes …)
• Have pad and pencil ready to take notes or messages (check
spelling and message content)
• Don’t eat or drink while on the phone
Written Communication
• Write clearly and concisely
• Refer to their letter, date and query
• Be friendly without being too informal (Dear Aunt
writing style)
• Check your spelling and grammar
• Make sure you’ve answered their query or request or
explained why you can’t
• Be timely or apologise for any delay in replying
Guaranteeing Return Business
• Leave a positive impression, smile
• Check customers have everything they need
• If you’ve said you’ll follow-up, do so
• Tell them something that may be useful to them later
(eg new service starting soon)
• Invite them back
• Say goodbye
A Positive Organisational Image
First impressions count and will affect the interaction. People make
judgements in the first 30 seconds.
• Be confident
• Knowledge - know your organisation and the services you
provide
• Confidentiality
• Follow up (don’t just say you’ll do something, do it)
• Strengthen the customer’s commitment to your
organisation
What to Avoid
You must present a full profile about your job in relation to the conditions surrounding
your position and the company based on the outputs of your exploration.
CORE PROJECT
Assign the following:
CEO - sets direction/ drives the business
Accountant - responsible for all financial activities
Sales and Marketing Officer - responsible for all sales activities
HR Manager - responsible for staff development and
administration
Board of Directors - acts according to infosheet
• Set your plan of action for each department, given the integrated results
from the JE project
• Present to the Board. You must convince the board why your plan will work.