Lexquise Bonheur

321 Ayala Building, 5th St. cor. 29th St.

Bonifacio Global City
1634 Taguig City, Philippines

TRAINING AND DEVELOPMENT MODULE ON FOOD PREPARATION, FOOD

SERVICE AND CASHIER WORK

I. GOAL: Effective Communication in the Workplace and Efficiency in Food

Preparation, Food Service, and Cashier Work

II. IMPLEMENTATION DATE: September 12 to 16, 2016

III. VENUE(S): Activity Hall 1, Kitchen, Dining Area, and Cashier, Lexquise Bonheur
Restaurant, Bonifacio Global City.

IV. BACKGROUND OF THE COMPANY

Lexquise Bonheur is a prominent, first-class Parisian restaurant. It was

established in December 25, 2015 by Ms. Sofia Rosseau, a French-Filipino artisan and
food enthusiast. The name of the establishment itself means the exquisite happiness,
and aims to serve happiness for its customers through high-end fine dining food and
good service.

With a vintage wood and zinc bar, this cherry-red fancy Parisian-Pilipino corner
restaurant is easy an spot to drop into for a morning coffee, Sunday lunch and a lazy
dinner. The flavors will satisfy customers cravings through its secret recipes which
have been passed by the great ancestors of Ms. Rosseau. From the wines that will give
you the significance of happiness and to the meals and coffees that will make you
remember the meaning of love, the Lexquise Bonheur Restaurant is definitely a must-
have on each family, friends and business peoples bucket list.

V. PROFILE OF TARGET POPULATION

The Training Program Lexquise Bonheur will do involves 50 newly-hired

employees: 15 food preparation staff, 20 waiters/waitresses, 10 cashiers, and 5
hosts/hostesses which has the following profile:

20 -28 years old

Hotel and Restaurant Service or Management graduates (Tourism graduate or
any other related course)
Some have at least 1 year experience in a restaurant, hotel, or related field.
 Lexquise Bonheur
321 Ayala Building, 5th St. cor. 29th St.
Bonifacio Global City
1634 Taguig City, Philippines

Have pleasing personality

Good previous employment record (previous experience in food preparation and
serving)
Good communication skills, body gesture and can multi-task but needs
improvement and more practice
Some have little or no experience working in a restaurant but are willing to be
trained
Not familiar with the companys policies and standards
Possess a positive work attitude, fast learners, and hardworking FEMALES are
at least 52 in height, MALES at least 56
Willing to work on flexible schedules including holidays and weekends

VI. NEEDS ASSESSMENT

Effective running of a food business takes many hands. That is why Lexquise
Bonheur wants to improve the employees skills in its job since if one of its workers lack
in experience or qualification in doing the job, it can disrupt the entire task or job
operation. From the host/hostess getting guests to their tables to servers getting the meals
to the table, from the cashier greeting each guest to crew members quickly preparing food,
right down to the general manager overseeing everything, everyone has their part.

Lexquise Bonheur is going to undergo a major change for the improvement of

the organization. The company decided to do a training program to help develop the skills
of its newly-hired employees in performing complex tasks in an efficient, lucrative and
safe manner which shows professionalism. In relation to its objectives in the development
of communication, the company is trying to accomplish a work and business environment
that is communication-friendly among its employees, customers and staff. In a company
that has a great deal of interaction with customers, this is important. The assessment of
the present workers showed the need of experience and improvement in performing up
the companys established standards to do the job easily and with high-class performance.

VII. OBJECTIVES

At the end of the 5-day training, the participants are expected to:

a. Empower themselves with skills needed to their assigned tasks.

b. Be equipped with the knowledge of the company's rules, protocols, regulations,
objectives, and mission.
 Lexquise Bonheur
321 Ayala Building, 5th St. cor. 29th St.
Bonifacio Global City
1634 Taguig City, Philippines

c. Be able to deal with problems that may arise in the food service.
d. Be able to communicate effectively with his/her co-workers, customers and
supervisor.
e. Master manipulative or hands-on skills development, such as cutting, chopping,
and garnishing.
f. Understand the importance of sanitation and food safety. Also, be able to determine
whether food can and cannot be served to their customers.
g. Increase revenue and profits while decreasing costs, waste, and inefficiencies.
h. Have the knowledge about table setting and place setting.
i. Have a pleasing personality when welcoming guests, taking orders, and presenting
bills.
j. Be familiar with the content of the menu.
k. Establish good listening skills.
l. Feel welcome and own their responsibilities.
m. Suspend negative judgements and respond respectfully and constructively to
inappropriate behaviors.

VIII. RATIONALE
Lexquise Bonheur is a well-known first-class restaurant in the Philippines. It
aims to serve high-class quality food along with quality service that is accommodating
for its customers. To continue its good service and good food, Lexquise Bonheur aims
to improve its employees efficiency and job performance.

Last July 2016, the Human Resources Department hired 50 new employees,
including 15 food preparation staff, 20 waiters/waitresses, 10 cashiers, and 5
hosts/hostesses. They are divided into 2 groups: the AM and the PM shift staff. With
this, all new employees are required to undergo a 3-day training workshop. The training
is designed for them to be familiar with the rules, regulations, procedures and protocol
of the company and to be efficient in doing the job assigned to their position. An
orientation will commence in the first two days. On the third until the fifth day of the
training program, they will be placed on a simulation and application stage where they
will apply their learnings in the real setting of the job.
 Lexquise Bonheur
321 Ayala Building, 5th St. cor. 29th St.
Bonifacio Global City
1634 Taguig City, Philippines

IX. SEQUENCE OF ACTIVITIES

Date Time Venue Activity Person-in-Charge

September 8:00 AM to Activity Hall 1 Orientation on Zara Grande
12, 2016 12:00 NN company policies (HR Manager)
1:30 PM to Activity Hall 1 Orientation on job Halsey Gomez
4:30 PM description and (HR Manager)
practice
September 8:00 AM to Activity Hall 1 Communication Calvin Mendes
13, 2016 12:00 NN Workshop (HR Manager)
1:30 PM to Activity Hall 1 Communication Calvin Mendes
4:30 PM Workshop (HR Manager)
September 8:00 AM to Lexquise Job demonstration Charlie Hayes
14, 2016 12:00 NN Bonheur (Kitchen Head)
Restaurant Justin Drake
(Kitchen, (Dining Area Head)
Dining Area, Demi Harris
Cashier) (Cashier Head)
1:30 PM to Lexquise Job demonstration Charlie Hayes
4:30 PM Bonheur (Kitchen Head)
Restaurant Justin Drake
(Kitchen, (Dining Area Head)
Dining Area, Demi Harris
Cashier) (Cashier Head)
September 8:00 AM to Lexquise Job Practice Halsey Gomez
15, 2016 12:00 NN Bonheur (HR Manager)
Restaurant
(Kitchen,
Dining Area,
Cashier)
1:30 PM to Lexquise Job Practice Halsey Gomez
4:30 PM Bonheur (HR Manager)
Restaurant
(Kitchen,
Dining Area,
Cashier)
 Lexquise Bonheur
321 Ayala Building, 5th St. cor. 29th St.
Bonifacio Global City
1634 Taguig City, Philippines

September 8:00 AM to Lexquise Job Practice Zara Grande

16, 2016 12:00 NN Bonheur (HR Manager)
Restaurant
(Kitchen,
Dining Area,
Cashier)
1:30 PM to Lexquise Job Practice Zara Grande
4:30 PM Bonheur (HR Manager)
Restaurant
(Kitchen,
Dining Area,
Cashier)

X. METHODOLOGY

Orientation on company policies (Day 1, AM). The participants will be oriented

with the rules and regulations of the company.

Orientation on Job Description and Practice (Day 1, PM). The participants will
be oriented on how to do their job. The speaker will discuss each job in detail
including the shifts, the usual problems encountered, sanitary practices, and the
uniform.

Communication Workshop (Day 2, AM and PM). The main facilitator will

present two activities on communication.

1. In the morning, the participants will have a group activity called Pass the
Message. Afterwards, the facilitator will give input and provide hand-
outs.

a. The objective of the activity is to pass a message correctly forward up

to the last person.
b. The participants will be divided into 5 groups of 10 members each.
c. Each group will form a straight line facing the front.
d. The last person will be given 2 minutes to memorize a sentence.
e. Once the 2 minutes are up, he/she cannot go back to view the sentence
again.
 Lexquise Bonheur
321 Ayala Building, 5th St. cor. 29th St.
Bonifacio Global City
1634 Taguig City, Philippines

f. He/she will pass the message to the next person in line.

g. The person will pass the message to the next until it reaches the last
person.
h. The last person will write the message on a piece of paper.
i. The group with that writes the sentence correctly or is closest to the
correct sentence wins.
j. The facilitator will process the participants by asking for their
realizations and experience during the activity.
k. The facilitator will discuss the lesson of the activity: Effective
Communication. It is needed for their job as they will be interacting
with many customers and co-workers in the future.

2. In the afternoon, the facilitator will conduct a simulation activity for the
participants wherein the participants will take turns being
waiters/waitresses/food prep staff/cashiers and customers. They will role
play their jobs and the customers will also role play their part. The
participants acting as customers will portray different situations that are
possible to occur (e.g. unruly customers, spilling food on floor, angry
customers complaining about food quality, etc.). Afterwards, the facilitator
will give input about the importance of good communication skills in the
workplace and in handling situations.

Job Demonstration (Day 3, AM and PM). The heads of each department will
guide the participants in the framework and routine inside the kitchen. The
participants will be demonstrated on how to do certain jobs. For hosts/hostesses,
they will be taught on how to greet guests, handle problems and unruly customers.
Waiters and waitresses will be shown how to wait on customers complete with
etiquette and table setting. For food prep staff, they will be shown how to handle
food properly while preparing it, how to plate and serve the food, and proper
sanitation. For cashiers, they will be taught how to punch orders, handle money and
bills, and how to handle technical problems, refunds, etc.

Job Practice (Day 4 to 5, AM and PM). The new employees will work alongside
the old employees in shifts. They will be closely supervised and taught on how to
do certain jobs and accommodating customers. They will apply their knowledge
and skills in the job assigned to them. On Day 5, less supervision is intended, as the
participants are expected to apply and practice efficiently everything they learned.
 Lexquise Bonheur
321 Ayala Building, 5th St. cor. 29th St.
Bonifacio Global City
1634 Taguig City, Philippines

XI. RESOURCES & BUDGET

Resources Needed Quantity Notes/Details Budget

Instructor Fee 6 For: Php 25,000.00
Halsey Gomez (Php 5,000.00)
Zara Grande (Php 5,000.00)
Calvin Mendes (Php 7,500.00)
Charlie Hayes (Php 2,500.00)
Justin Drake (Php 2,500.00)
Demi Harris (Php 2,500.00)
Food and Drinks 56 Php 200.00 per participant x 5 days Php 56,000.00
Instructors
Participants
Training Materials
LCD Projector 1 Provided by speaker
Laptop 1 Provided by speaker
IDs 50 Php 3,000.00
Training 50 Php 10,000.00
Manuals/Guides
Exercise Sheets 50 Php 5,000.00
Questionnaires 50 Php 5,000.00
Video Provided by speaker
Presentations
Training Delivery Php 10,000.00
Job Shadowing
Job
Demonstrating
Supervised Job Extra work in the kitchen/restaurant
Performance
Simulated Extra work in the kitchen/restaurant
Event Exercise
TOTAL BUDGET: Php 123,000.00

XII. EVALUATION
 Lexquise Bonheur
321 Ayala Building, 5th St. cor. 29th St.
Bonifacio Global City
1634 Taguig City, Philippines

The participants performance throughout the training program will be evaluated through
the following criteria:

Criteria Rating
5 4 3 2 1
Communi- The The The The employee The employee
cation Skills employee employee has employee has needs lacks
displays good fair improvement communicatio
efficient communicati communicati in interaction n skills and
communicat on skills. on skills. and does not know
ion skills. He/she can He/she can communicatin how to handle
He/she interact well mingle well g his/her situations.
knows how with his/her with his/her thoughts to
to handle co-workers co-workers, his/her co-
situations and but lacks workers.
and how to customers, confidence in He/she needs
interact but needs talking to lacks skills in
with his/her improvement customers. handling
co-workers in handling He/she needs situations in
as well as situations. improvement the real setting.
customers. in handling
situations.
Proper The The The The employee The employee
Hygiene/ employee employee is employee is wears is not careful
Sanitation practices careful in careful in incomplete in handling
proper handling food handling food uniform, lacks food, does not
sanitation and practices and wears proper wear proper
(e.g. proper proper sanitation and uniform, and
washing of sanitation but uniform but hygiene, but does not
hands, does not wear lacks proper shows careful practice proper
wearing proper sanitation and handling of sanitation and
gloves in uniform hygiene. food. hygiene.
preparing (particularly
food, etc.), wearing
wears hairnet).
proper
uniform and
is careful in
handling
food.
 Lexquise Bonheur
321 Ayala Building, 5th St. cor. 29th St.
Bonifacio Global City
1634 Taguig City, Philippines

Food The The The The employee The employee

Preparation employee employee employee needs does not
(For Food handles handles food needs improvement handle food
Prep Staff) food well well and with practice in in handling well and does
and with ease. He/she handling food food well and not have skills
ease. He/she is needs more well and in lacks skills in in preparing
is skilful in practice in preparing preparing food. food.
preparing preparing food.
food: food:
chopping, chopping,
slicing, slicing,
peeling, peeling,
plating, and plating, and
packaging. packaging.
Food The The The The employee The employee
Serving employee employee can employee can can take orders cant take
(For can take take orders take orders but confuses orders he/she
waiters/ orders efficiently, but confuses orders, he/she cant suggest
waitresses) efficiently, he/she misses orders, he/she cant suggest other options
he/she does an order or cant suggest other options for customers,
not miss an two, he/she other options for customers, he/she has
order, can suggest for he/she has difficulty in
he/she can other options customers, difficulty in serving food,
suggest for customers he/she can serving food, he/she lacks
other but needs serve food he/she knows proper
options for more but with proper etiquette in
customers, confidence, difficulty, etiquette in serving, and
he/she can he/she can he/she knows serving, and he/she has
serve food serve food proper he/she needs difficulty in
without with minimal etiquette in practice in table setting.
spillage, difficulty, serving, and table setting.
he/she he/she knows he/she can set
knows proper the table
proper etiquette in well.
etiquette in serving, and
serving, and he/she can set
he/she can the table
set the table well.
well.
Greeting/ The The The The employee The employee
Assisting employee employee has employee has has shy and cannot offer
Customers has pleasing pleasing pleasing neutral help to
(For Host/ personality, personality, personality, personality, customers.
 Lexquise Bonheur
321 Ayala Building, 5th St. cor. 29th St.
Bonifacio Global City
1634 Taguig City, Philippines

Hostess) can needs needs cannot

entertain practice in practice in entertain
guests, and entertaining entertaining guests, and has
can show guests, and guests, but difficulty in
customers can show has difficulty finding
to their customers to in finding available
table. their table. available tables for
tables for customers.
customers.
Handling The The The The employee The employee
Money (For employee employee can employee can can handle cant handle
Cashiers) can handle handle handle money, money,
money, money, money, payments, has payments, has
payments, payments, payments, difficulty in difficulty in
knows basic knows basic needs to basic basic
operational operational practice basic operational operational
skills, skills, punch operational skills, has skills, cant
punch orders skills, punch difficulty in punch orders
orders correctly with orders punching correctly, has
correctly, minimal correctly but orders difficulty in
void wrong errors, needs with errors, correctly, has voiding wrong
orders and practice in needs difficulty in orders and
accept voiding improvement voiding wrong lacks
credit wrong orders in voiding orders and has knowledge in
card/check and accept wrong orders difficulty in accepting
payments. credit and needs accepting credit
card/check practice in credit card/check
payments. accepting card/check payments.
credit payments.
card/check
payments.

The participants will also be given an evaluation form for improvement of the companys future
training programs. The evaluation is as stated below:

To ensure our training programs are exciting, informative, and fun, we would like your
comments and suggestions. Please fill out this evaluation.

1. How did you feel about your restaurant trainers and facilitators performance?
1 = Poor
2 = Fair
 Lexquise Bonheur
321 Ayala Building, 5th St. cor. 29th St.
Bonifacio Global City
1634 Taguig City, Philippines

3 = Good
4 = Very Good
5 = Excellent

Attitude _____
Image _____
Preparation/Organization _____
Knowledge _____
Communication _____
Helpfulness _____
Patience _____

2. What two exercises did you enjoy the most ?

a) ___________________________________________________________________
_________________________________________________________________.
b) ___________________________________________________________________
_________________________________________________________________.

3. Were there any topics/exercises you did not enjoy? _________ If so, what are they?
______________________________________________________________________
______________________________________________________________________.

4. Which topics got your interest and made you more knowledgeable?
______________________________________________________________________
____________________________________________________________________.

5. Did you feel comfortable during the training session?

Yes No
6. Did your Manager review the Employee Handbook with you? Yes No
7. Did you work at least one expedite shift in the kitchen? Yes No
8. Did your Manager give you a complete tour of the restaurant? Yes No

9. What was your facilitators name? _____________________________________

 Lexquise Bonheur
321 Ayala Building, 5th St. cor. 29th St.
Bonifacio Global City
1634 Taguig City, Philippines

10. When training in your restaurant, did your trainer:

Act professionally? Yes No
Have a positive attitude? Yes No
Follow the training checklist? Yes No
Lead by example, showing you how to do your job? Yes No
Answer all of your questions to your satisfaction? Yes No
Give feedback on your performance? Yes No

11. If you answered NO to any of the above, please explain.

______________________________________________________________________
______________________________________________________________________
_____________________________________________________________________.

12. How did you do with your new job responsibilities?

______________________________________________________________________
______________________________________________________________________.

13. Did you feel comfortable with the rest of your co-workers? Yes No

14. Please offer any comments and suggestions to improve restaurant unit training.
______________________________________________________________________
_____________________________________________________________________.

15. Please rate the entire days of training.

Excellent Very Good Good Fair Poor

Thank you for your valuable input. This evaluation is confidential. If you would like to
speak to anyone in our department, feel free to leave your name and telephone number.