EMPLOYEE ORIENTATION PROGRAM

WELCOME!
Your Monster adventure
begins here
Introduce yourself in SILENCE

• Describe your background without saying anything (like

pictionary)
• Your previous work or your course
• The job that you will do here
• Your best qualities
• How you feel today
• What your workmates can do for you
• No hand signals that show a letter
• You have 1 opportunity to use a word to describe
 OVERVIEW
DAY 1: HELLO
Introduction to Monster Kitchen, its products and
services.

DAY 2: EXPLORE
Know the insides of the Company.

DAY 3: LEARN AND APPLY

Let’s do it.
 OUR FOUNDER

MR. RICARDO UY
Founder/ Chairman of the Board
OUR PRESIDENT
 CRYSTAL LAKE
FOOD INDUSTRIES

s
 ORO TINSMITH
CENTER

Seeing the increasing

demand for steel
equipments in CDO
and to support the
operations of then
Hongkong Food, ORO
TINSMITH was
established in 1993.
YSU MARKETING
CORPORATION
DAVAO
Dustin Dale Marketing was created
FOOD SERVICE
to cater to the needs of the food DISTRIBUTION
industry and thereby strengthen
YSU’s position in the HORECA
sectors.
2008
THAI INVASION 2009
RESTAURANTS
In 2010, Monster Kitchen
Opened its 2nd branch along San Agustin St.,
Along with its training institution,
MONSTER KITCHEN ACADEMY

[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.

We do these to improve lives.

 2021
To be the number 1 baking supplies retailer in Visayas
and Mindanao and the leading provider of quality
training programs that produce professionals and
entrepreneurs in the food industry.
 Core Values
EXCELLENCE – We commit to pursue the highest standards of quality in
everything we do, to innovate relentlessly, execute flawlessly and seek to
improve ourselves continually and thereby exceed customer expectations.
FAMILY SPIRIT – We take care of our suppliers, employees and most
especially our customers like family. We create a friendly and fun
environment for all.
INTEGRITY - We adhere absolutely to the highest standards of corporate
governance to earn the respect and faith of our customers. We are honest,
transparent and we act with professionalism at all times and in every
situation.
 BOD YSU GROUP OF COMPANIES
(Chairman)
ORGANIZATIONAL STRUCTURE

President

FINANCE PURCHASING HR IT

Accounting Treasury

DUSTIN DALE YSU MK

CEBU CDO DVO ILOILO MK MKA

 Products and Services
RETAIL STORE ACADEMY
 Baking Goods & Tools  Fundamentals in Baking & Pastry Arts
 Dairy  Fundamentals in Culinary Arts
 Dry Goods  12 Days Intensive Culinary/ Baking
 Baking and Processing Agents  Lifestyle Class/Workshops
 Equipment, Parts and Accessories
 Kitchen tools & Accessories
 Food Service Disposable
 Packaging Supplies
 Party Accessories
 Basic Skills of Baking

• 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

ICEBREAKER: THE INTERVIEW

 Organisational Assessment - Activity

• Take a look at your organisation through the eyes of a customer.

• What are the first things you notice?
• What has the organisation done to make you feel welcome?
• Does anything make you feel uncomfortable?
• How could you feel more at ease?

Form small groups and discuss different methods used to help

people feel welcome.
One person from each group to present back.
 Presentation and Manner

Does your Organisation have a policy on presentation?

• Uniforms, badges, etc
• Personal hygiene
• Clothing – appropriate to the situation
• Hair – cleanliness and style
• Accessories – jewellery, earrings, watches, tattoos,
• Expression – facial expressions
• Tone of voice
• Body language
• Surroundings (Can they see a messy desk? Dead flowers in the vase?
Eating your lunch?...)
 Objectives

Today we will learn how to

 Communicate effectively with customers
 Create a positive impression
 Develop and maintain customer service standards
 Plan good customer service
 Who are Customers?
Definition of a customer:
Internal/external customers

Customers are people who need your

assistance. They are not an interruption to
your job, they are the reason you have a job..
 Communicating Effectively with
Customers
Definition:
What describes GOOD service and BAD service?

Good customer service is taking that extra step

to help without being asked! It’s all about
attitude and skills.
 Attitude Checklist
What attitudes assist in providing good service?
• Enjoy helping people
• Handle people well
• Care for your customers
• Give fair and equal treatment to all
• Be understanding of people with special needs
 Skills for Customer Service
• Know about your organisation
• Learn the technical parts of the job
• Communicate well
• Be consistent
• Be organised
• Know your place in the team and be a team
player
 Greeting Customers
The purpose is to create and maintain a welcoming environment
- how can we achieve this?

• Be attentive, acknowledge a person as soon as they appear,

even if you’re busy
• SMILE!
• Establish eye contact
• Tell them your name
• Ask how you can help
• Give the customer your full attention
• Be polite and courteous……………
 Establishing Rapport
What does good rapport feel like?
Practice greeting someone

Make the customer feel comfortable

Make the customer feel important and valued
Use empathy
 Find out how You can Help

• How can you find out what people want?

• If you can’t help, what should you do?
• Offer alternatives if possible
• If they have to wait, how would you handle it?
 Communication is a 2-way Process
Communication skills involve: sender

• Listening to others (Receiving) message

• Asserting/ Expressing (Sending)
receiver

sender

Barriers
receiver
 The Communication Equation
What you hear
• Tone of voice
• Vocal clarity

• Verbal expressiveness 40% of the message

What you see or feel

• Facial expression
• Dress and grooming
• Posture/ Body Language
• Eye contact
• Touch

• Gesture 50% of the message

WORDS…….. ONLY 10% of the message!

 Effective Communication Skills
Eye contact & visible mouth
Body language
Some questions

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

Other people Put downs

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)

 Attend to immediate needs (if you need to finish

something before giving your full attention)
 Being available
 Eye contact
 Attentive posture
 Concentration
 Following Skills
This opens the door to further
communication

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?

Think about how you might modify your voice in certain

situations
 Body Language for a Positive Result

Brainstorm some examples of good body language

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.

Golden Rule – You only have one chance to

make a first impression!
 A Positive First Impression

• 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

• Saying ‘I don’t know’ without offering an option

• Saying you don’t know where a colleague is or saying they’re
at lunch/ toilet/ gone for coffee etc
• Leaving people on hold for a long time
• Ignoring people if you’re busy
• Treating people unequally
Factors Affecting the Quality of Service
• Reliability
• Confidence
• Responsiveness
• Efficiency
• Consistency
• Organisation
• Acceptance of and adherence to policies and
procedures
 Customers with Special Needs

• People for whom English is not their first language

• People with disabilities
• People from other areas who may not be familiar with the
way things are done here
• People with limited mobility
• Unaccompanied children
 Dealing with Difficult Behaviour

• Label the behaviour, not the customer

• Listen
• Don’t get defensive
• Don’t take it personally
• Find out what the customer wants
• Discuss alternatives
• Take responsibility for what you CAN do
• Agree on action
 The Talkative Customer

• Ask closed questions

• Limit the time available for them to interrupt (don’t have long
pauses)
• Provide minimal response
• Smile and be pleasant, but don’t encourage them
• Wind up – thank them for coming, walk them to the door but
don’t be rude or dismissive
 The Angry Customer
• Listen carefully without interrupting so you understand the
problem
• Empathise in a broad way
• Stay calm and remain polite
• Don’t escalate the problem
• Don’t take it personally, be defensive or blame others
• Propose an action plan and follow it
• Seek support if you are scared, if you can’t agree on a solution
or if the customer asks to see “whoever’s in charge”
 The ‘know it all’ Customer

• Acknowledge what they say

• Compliment them on their research
• Be generous with praise
• Don’t put them in their place no matter how tempting
• Don’t try to be smart – you can’t win!
• Ask them questions and use them to improve your knowledge
 The Indecisive Customer

• Find out what they really want

• Ask them for the options
• Reflect back to them what they’ve said
• Assume control gently and point out the best course of action
from what they’ve told you they need
• Be logical
• Confirm a plan of action with them
• Maybe even put it in writing
 The Suspicious Customer

• Establish your credibility

• Ensure you know your product or service
• They will try and catch you out so don’t guess or tell them
something you’re not sure of
• Be careful what you say
• Be polite
• Don’t take it personally, they don’t trust anyone!
 Role Play

In pairs, one person takes on the role of a

customer and one is the employee
 Workshop Objectives

Our Objectives were to learn how to

Communicate effectively with customers
Create a positive impression
Develop and maintain customer service standards
Plan good customer service
 Overview
DAY 3 : LEARN & APPLY
PART I.
• Job Exploration Project
• Presentation
• Forum
PART II.
• Core Project
• Presentation
• Forum
Job Exploration Project

• Familiarize yourself with

1 your new job

• Explore your new

2 environment

3 • Meet your new colleagues

 Job Exploration Project
1. What is your job all about?
2. Who are your customers?
3. Who will you be working with?
4. What is the purpose of your position?
5. What are the critical points of your job?
6. What are the specific qualities that are important in the job that you have been
assigned to?
7. From the results of your exploration, what do you think can be improved about
your job and why? Identify as many as you can.

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.