Narrative Report

Republic of the Philippines LAGUNA STATE POLYTECHNIC UNIVERSITY Los Baños Campus Los Baños, Laguna

NARRATIVE REPORT AT JOLLIBEE FOODS CORPORATION

Submitted to the Faculty of College of Hospitality Management and Tourism In partial Fulfilment of the course requirements for TWO YEAR DIPLOMA IN HOTEL AND RESTAURANT MANAGEMENT

By: ABIGAIL JEREZ COLLADO JOHN SIEGFRID ESTRELLA JIMENEZ

March 2015

Dedication

This humble piece of work is wholeheartedly and lovingly dedicated to those people who were always there for us through the good times and the bad times. Our friends, relatives, especially to our family who gives us strength to persevere. Most of all, to the Almighty God for the inspiration and hope He has given us in order for us to successfully accomplish this narrative report.

The reporters

TABLE OF CONTENTS Page I.

Title Page…………………………………………….

II.

……………………………………………………..i Approval Sheet……………………………….

III.

…………………………………………………………..ii Table of Contents………………………….

IV.

……………………………………………………………iii Dedications………………………...

V.

……………………………………………………………………..iv Acknowledgement……………………………………………………………………

VI.

………………….v Introduction…………………………………………………………………………… …………………..

Objectives of the Practicum

The goal of the practicum are as follows:  To fulfil the requirements for the Two year Diploma in Hotel and Restaurant Management.  To gain knowledge and skills from other people, from the training     

place. To have an experience on how work it to work. To mingle with different kinds of people. To prove to ourselves that I can work while studying. To be prepared in my future work. To sustain the needs of the trainees in financial expenses in school.

Time and Place of Training The on-the-job training started last December 2014 and ended this January 2015 at Jollibee Foods Corporation located at Centro Mall Los Banos Laguna.

Jollibee Foods Corporation

History of Jollibee

Jollibee, as it is known today, is the country’s leader in fast food industry. It owes its success to the millions of customers whom it had the chance of delighting since the company started in 1978. In line with its continuous effort to maintain leadership in the industry, Jollibee never ceases to find innovative ways to respond to the customers’ needs. With its highest aim of providing total customer satisfaction through fast and friendly service, Jollibee as the number one fast food chain in the country has provided avenues for excellence in the past years of its existence through giving quality food and service to its customers. That is the very reason why the reporters chose Jollibee to be their training ground as they discover the value of working inside and outside the real world. They know for sure that it will provide them the best learning experience that can equip them to be good workers especially when they are already working in the real world. The roots of the Jollibee traces back to 1975 when it was not yet Jollibee, but a Magnolia Ice Cream Parlor. The first store was established along Aurora Boulevard beside Coronet Theater with the name Cubao Ice Cream House. The ice cream parlor business thrive; by 1997 Tony’s family already owned five ice cream parlor houses located in downtown Manila and Cubao, In fact chain became the number one Magnolia franchisee selling an average of 3,500 gallons a month, in 1977 sales volume of ice cream preparation plummeted significantly due to sudden increase in selling price of magnolia and because the novelty of the ice cream parlor was no longer there.

The Tan’s made their first strategic decision to ensure continued growth of the business by introducing a full line of sandwiches. Of these sandwiches they observed the hamburgers were the fastest selling. Taking the cue from the hamburgers, they went an observation tour on US hamburger food chains. When they return to the country, they laid the ground work for the convention of the business from ice cream parlors to a hamburgers fast food chain. Thus, on January 26, 1978 Jollibee Foods Corporation was born.

Jollibee Milestone From Ice Cream Parlor… To a number one fast food chain! 1975 Tony tan and his family open a Magnolia Ice Cream Parlor at Cubao. This was later to become the first Jollibee outlet. 1978 Jollibee Foods Corporation is incorporated as a 100% Filipino Company. Bakery is established in Cubao. Jollibee post sales of Php 2,000,000.00 1979 Spaghetti Special ifs introduced. First franchise owned store opens at Ronquillio, Sta. Cruz. 1980 Jollibee first mascot is born. Jollibee launches its first television commercial. Jollibee is the first to computerized its operation and establish an EDP department. Jollibee Chicken and Fries are launched. 1981 Jollibee Foods Corporation listed of top 1000 corporation. Jollibee ended the year with ten stores

1982 Jollibee Foods Corporation pioneered in sales promotion revolving around the sale of novelty items. Palabok Fiesta was introduced. 1983 The Langhap Sarap TV campaign was launched. Chickee and Lady Moo join the Jollibee mascot. 1984 Champ hamburger was launched. Jollibee foods Corporation list of top 500 corporations and assume market leadership in the local fast food industry. Mascot Champ and Hetty join the Jollibee family. WEA gives Jollibee a Gold Record Award for outstanding sales of Jollibee Mascot songs. 1985 Langhap Sarap awarded most effective and campaign in food category during the 9th Philippine Advertising Congress. 1986 Jollibee wins the 9th international food award from EI Comestible in Barcelona, Spain. Tony Tan wins Agora Award for entrepreneurship given by the Philippines Marketing Association. Top 250 Corporation list include Jollibee.

Jollibee opens its international store in Taiwan. Jollibee adds Chucky Chicken Sandwich to its menu

1987 Second Taiwan stores open. Sales of P570 million pushes Jollibee into elite top 100 corporations. Jollibee opens first fast food outlet in Brunei. 1988 Jolly twirls softserve was successfully launched. Jollibee system wide sales hit P921 million, further leading market share of 31% in the fast food industry and a dominant 57% share in the hamburger segment. Jollibee celebrate 10% year anniversary. Tony Tan was named one of the ten manilans. Jollibee wins the anvil Award for outstanding PR campaign in creation to the achievement of marketing objective with its Filipino talents Campaign. 1989 Balut and Ligaw TV commercial won the kidlat awards in the service and leisure product category during the 11 th Philippine Ad Congress. Jollibee sales hit P1.3 billion marks, first fast food chain to surpass billion peso mark. Second store in Brunei opens. 1990 Jollibee adds coleslaw, Jolly Hotdog, Chicken joy, Take-Me-Outs, and Peach mango Pie to it’s over growing menu. Jollibee post sales of 1.8 billion. Tony

tan was awarded the triple A award by by AIM alumnus. Jollibee wins award as Best Company in the field of marketing Management given by AIM and World Executive Digest.

1991 Jollibee opens 100th store in Davao City. Jollibee opens a record high 35 new store. Open first store outside Luzon in Cagayan de Oro City. Jollibee launched pancake and Jolly Meals. Jollibee sales hit a whooping P2.65 billion. The Lola TV commercial wins the Grand Araw Award and an award of excellence for promotion of Filipino Values during the Philippine Ad Congress. Jollibee receive award for Outstanding Corporate Safety Programs by the Safety Organization of the Philippines (SOPI). 1992 Jollibee sales hit P3.365 billion, acquired 73% of the hamburger segment. Maintain its advantage over its competitor by acquiring more than 50% share of the fast food industry. Expand its operation nationwide by opening store in Baliwag, Cebu, Ilo-ilo and Bacolod. As of 1992 Jollibee had 112 stores nationwide. Opened another store in Jakarta, Indonesia bring the total of two Start using frozen patties for its popular hamburgers. Introduce new products like beef stew and chicken pork adobo. Improve its soft service ice cream line by offering fruit flavoured soft service. 1993

Left old Main Office Site in E. Rodriguez to reside into the modern Jollibee Center Building in Ortigas Center Pasig. 124 stores nationwide (including Megamall Kiosk) as of October 1993. Opened a new store in Cebu, Ilo-ilo, La Union, and Naga aside from opening stores in Katipunan and Tutuban. More stores to be open by the close year 1993. July 13, 1993 Jollibee Foods Corporation was listed in Manila Stocks Exchange Centers with an initial offering of P9.00 per share. As of October 1993, Jollibee Foods Corporation Shares are being sold for P20.00, a windfall than 135%. Marketing launched its At Home Ako sa Jollibee ad campaign focusing on Jollibee’s loyal customers. Introduce the kiddie pack Promo. 1994 148 stores nationwide by end of 1994. Continue introducing Flavoured softserve ice cream: Strawberry, Mocha, and Corn. Reintroduced the Chunky Chicken Sandwich, this time in light toasted loaf bread. Re-engineered the Champ=now with two beef patties for a meatier bite. 1995 A total of 20 stores opened in the Philippines, bringing the total of 168. Jollibee successfully open stores abroad in Guam, Bahrain, Kuwait, Kingdom of Saudi Arabia and United Arab Emirates. Malaysia opens in early 1996 International stores to a total of 11. As the years goes by the success of Jollibee continues.

Narration of Experiences

Upon enrolment, the trainees started to look for a venue for their training. They have passed their resumes to some target establishment for their on-the-job Training. The trainees felt that it’s too hard for them to choose the right establishment, because they have many things to consider like financial matter, the distance from their residence to the working place, etc. Since the trainees are already working at Jollibee Los Banos they decided to take their training on the same establishment. The trainees conducted an orientation again before they started working. There were so many things that were discussed in the orientation such as the Jollibee core values; grooming standards (uniform, caps, hair, face, fingernails, jewelry, socks, shoes); house

rules and regulations (policy, penalty, attendance) etc. Jollibee’s core values were the highlight of the orientation, which emphasized the “customers first policy”, excellent through team work, spirit of family and fun, honesty, integrity and frugality, humility to listen and learn. The orientation was a very long discussion which lasted for 8 hours which apparently is included in the hours of traning.

The trainees did not spend much money in their On-the-Job training at the Jollibee because the uniform was provided by the store and their work place was not far from their home. At the same time, trainees were earning money while conducting their On-the-Job training at Jollibee. Unlike other establishment, the trainees must pay them before conducting their ojt in there. Working at Jollibee requires more physical strength to be able to perform assigned task very well. From the time that the trainees start their duty until the time that they are finish, physical work was always there; that’s why when Jollibee is hiring service crew, one of their qualifications is a physically fit body. The trainees were assigned in counter/2 nd Tc area and dining area. The trainees works depends on what schedule has the manager given to

the trainees; and it was the trainees’ choice if they wanted to extend their duties. The trainees were first assigned in the counter station but before being deployed to the counter, they must first memorize the seven key step. Seven Key Steps includes; 1. 2. 3. 4. 5. 6. 7.

Smile and greet the customer Take the order. Do suggestive selling. Call out the order. Total the order and state the amount of purchase. Receive the payment and give change, if any. Assemble the Order. Present the Orders. Thank the customer and ask for repeat business.

Counter station is where the customer orders and pays for their food. The trainees must be in clean and neat uniform because they are the first crew encountered by the customers. Before going to the station, the trainees must first get Php 1000 from the Administrative Crew to be used as beginning cash fund in the cashier. The trainees must memorize all the prices and the calling codes of the Jollibee product so that when the customer ask for a product prices the trainees would be able to answer right away. At the end of the trainees’ duty, they must cut-off all their sales with the administrative crew on duty, they must return their beginning cash and count all the

remaining cash in their drawer. When there is excess money from the sales reading, the trainees must write a report about what happened and why there was a discrepancy.

If the trainees’ money get short,

they must also write a report on what had happened and pay the exact amount of shortage. After doing the cut-off report the trainees must refill all the items needed at the counter station and clean it before going home.

Last station was the dining area which was one of the hardest. Trainees must have a long patience because here they must deal with all different kinds of customer. As a dining crew they also have to greet the customer with warm and sincere greeting. After the customer leave the table, the ATT (Attending Table time) starts for 45 secs. On that time they need to attend the table by first arranging the chairs in proper places, then put all the tumblers, spoon and fork, including all the trash from the table on the tray before taking it to the nearest service station to segregate all the items. Trainees clean the glass door, walls, mop the floor and clean the bathroom every 15 minutes to maintain the cleanliness of the powder room. If they hear the buzzer they must quickly go to the counter area to serve the pending product.

Like the counter crew, before they go, they must do some CAYGO (Clean As You Go). In Jollibee, they learned to live by the standards. Standard anchored on rules and regulations strictly implemented by the store. At first I was difficult, but when they already adjusted themselves with the situation, they were able to overcome the challenges. As crew members, they realized that, they take an active part in ensuring that the value of good service is alive and in action in the store. They also play key roles in equipping each and every one with the proper knowledge, skills and attitude they need to perform on order to attain their goals. The experience it has taught the reporters was truly recommendable. Everything about the training process they inculcated in their heart, he true value of commitment--- commitment to themselves, to their valued customers, to the crew and staff and most of all, to Jollibee. As bee workers, they were molded to become disciplined and responsible individuals. They learned to be patient and understanding in all kinds of situation that may test them. They gave the most joyous

smile they could in order to delight each and every customer that comes to visit Jollibee. The best thing that jollibee has imparted too their lives was that they should learn to be responsible at all times. And, had to deeply commit themselves to whatever they are doing in order to achieve their goals and aspiration in life. The trainees can say that their work at Jollibee was a very nice experience because they improved themselves in all aspect in life. The trainees can also say that Jollibee is recommendable for those students, who need to conduct their On-The-Job training because this company gives a lot of opportunities especially for HRM students.