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    BSBT COLLEGE INC.#434 Magsaysay Avenue, Baguio City

    Email: [email protected]; [email protected]: 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:[email protected]:[email protected]:[email protected]:[email protected]
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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.jpg
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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.jpg
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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?

    http://thethrivingsmallbusiness.com/articles/job-satisfaction-and-job-performance/http://http/thethrivingsmallbusiness.com/articles/using-text-analytics-to-improve-the-customer-experience/http://thethrivingsmallbusiness.com/articles/characteristics-of-effective-leadership/http://thethrivingsmallbusiness.com/articles/job-satisfaction-and-job-performance/http://http/thethrivingsmallbusiness.com/articles/using-text-analytics-to-improve-the-customer-experience/http://thethrivingsmallbusiness.com/articles/characteristics-of-effective-leadership/
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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.

    28

    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

    http://thethrivingsmallbusiness.com/articles/what-is-a-vision-statement/http://thethrivingsmallbusiness.com/articles/budgeting-process/http://thethrivingsmallbusiness.com/articles/examples-of-business-goals/http://thethrivingsmallbusiness.com/articles/empowerment-a-leadership-competency/http://thethrivingsmallbusiness.com/articles/what-is-a-vision-statement/http://thethrivingsmallbusiness.com/articles/budgeting-process/http://thethrivingsmallbusiness.com/articles/examples-of-business-goals/http://thethrivingsmallbusiness.com/articles/empowerment-a-leadership-competency/
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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.

    29

    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

    http://http/thethrivingsmallbusiness.com/articles/coaching-as-a-leadership-competency/http://thethrivingsmallbusiness.com/articles/category/team-building/http://http/thethrivingsmallbusiness.com/articles/coaching-as-a-leadership-competency/http://thethrivingsmallbusiness.com/articles/category/team-building/
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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

    30

    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/
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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.

    http://thethrivingsmallbusiness.com/articles/employee-satisfaction-survey-example/http://thethrivingsmallbusiness.com/articles/10-keys-to-small-business-management/http://thethrivingsmallbusiness.com/articles/employee-benefits/http://thethrivingsmallbusiness.com/articles/types-of-business-org-structures/http://thethrivingsmallbusiness.com/articles/7-steps-to-creating-a-customer-service-strategy/http://thethrivingsmallbusiness.com/articles/employee-satisfaction-survey-example/http://thethrivingsmallbusiness.com/articles/10-keys-to-small-business-management/http://thethrivingsmallbusiness.com/articles/employee-benefits/http://thethrivingsmallbusiness.com/articles/types-of-business-org-structures/http://thethrivingsmallbusiness.com/articles/7-steps-to-creating-a-customer-service-strategy/
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    31

    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:-

    32

    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

    33

    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

    34

    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:

    35

    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.

    36

    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.

    37

    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.

    40

    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.

    41

    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

    42

    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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    44