Practicum Narrative Report

-A ONE-STEP HIGHER AT MAXS RESTAURANT, QUEZON AVE. ,QUEZON CITY- I am very happy that I had my practicum at Maxs Restaurant, Quezon Avenue. Being part of the lovable people of Maxs is re tout ensembley great and it was very memorable for me. I applied at Maxs through online so I was surprised that it only took me one day postponement for their confirmation if Im hired or not but thanks God- its positive. Specifically, I applied for CSA (Customer Sevice Attendant) for I distinguish that it could really improve me as a person and of course, to improve my skill and knowledge as an HRM student.On the starting line day, Mam Rizza who is our good and patient trainer taught a small background/ history of Maxs Restaurant. We in condition(p) that it started since 1945when Maximo Gimenez Gimenez decided to give a cafe which served volaille, steak, and drinks. He was joined by his wife Mercedes, sister-in-law Felipa Serrano Sanvictores, his niece Ruby who managed the kitchen, and her husb and Claro. After that, they were encourage to expand the menu and serve more Filipino food. Maxs Restaurant bills itself as The house that fried chicken built.Maxs Restaurant currently has over 127 branches in the Philippines and has opened branches internationnally. After the prototypal orientation, were on the secondment part which is the Menu Familiarization which is quite difficult for those who be not good in memorization. Honestly, at first, I got confused with the product codes and descriptions of every food item but thanks to Mam Rizza for being knowledgeable and proactive teacher to us. After this, she also taught the different wares used for soups/ salads, main course, side dishes, desserts and beverage glasses.After discussion, Mam Rizza gave us legion(predicate) activities (by group) to promote friendship and camaraderie among us. So, its so really nice because all of us feel that we are one largish family. After this, Mam Rizza gave us our long quiz for the prepar ation on the actual examination. Finally, I passed the examination. The third part of the orientation is all about the Dining Training Program which is also the closing part of our orientation program. This program composed of 2 parts. First part was all about the assistance quality, customer needs, etiquettes, dos donts and rewards of excellent supporter.To summarize, this is more on the service quality and the etiquettes of a service personnel. We have learned the different principles and rules followed at Maxs. Mam Rizza discussed to us the customers need for us to understand who are the guests? and what are their needs as a guest? Next is the 7 deadly sins that pertains to things or actions to avoid while on employment and last is the rewards of excellent service. Overall, Mam Rizza gave us the motivation for us to be a lovable people of Maxs by giving our excellent and TODO BIGAY SERVICE to all the guests.Additionally, Mam Rizza al trends reminds us that GOOD ATTITUDE AND CHARACTER IS A MUST Second part was all about the Sectionalization which implies the knowing and understanding the responsibilities of each service personnel (greeter, seater/rover, ordertaker, waiter and servers). We learned the first rule No guest is left unattended and all stations are manned at all judgment of convictions. The dining sequence composed of 7 parts. outset from the greeting the guests, leading them to their tables, presenting menu and removing extra settings.These first 4 actions should be done with a big smile and care making the guests feel that they are welcome and at home. Next volition be the order taking, suggestive selling, repeating orders and punching orders. On this stage, presence of mind is really needed because you have to reserve all the questions of the guests and you have to get the orders of the guests correctly thats why repeating orders is very most-valuable. Same on the first stage, a big smile and care for every guest. Ooopsss Dont forget to take the name of the guest and get out yourself to them.The third stage implicates the serving of food and drinks. The fourth musical note includes the first check back, (done to check the comfort of guests by asking how is the food? ), suggestive selling for desserts or coffee and partial bussing. Fifth step includes the presenting the bill if it is asked by the guest. This should be done politely with a smile. After receiving payment, sixth step include the presenting of change and saying Thank you for dining Sir/ Mam. The last step (7th) includes thanking the guests and inviting them again to come again. Part of the 7 sequence is the time standards.These time standards are the preparation time for each food item. Its very important to know this to inform the guests if how longer they will wait for their food. For salads/ soups and side orders (5 mins. ) rubys favorites (15 mins. ) fried chicken (20 mins. ) rice/ drinks neglect fruit shakes (3 mins), combo meals (10 mins. ) and desserts (5-10 mins. ). Lastly, we discussed the suggested script for the guests while communicating with but the most important is the four charming words Excuse me, Thank you, My pleasure and Certainly Mam/ Sir. After the discussion, we had our last examination.And again, I passed it. Thanks be to Mam Rizza, to my classmates and to God who helped all of us to fulfill and finish this orientation. November 26, 2012- first day of my duty at Maxs Restaurant, Quezon Avenue. My supervisors (Sir Jon and Sir Tom) gave me a short review about the table set- up and seat numbering (1 oclock position). They also taught me the three attend rooms they have- Claro, Ruby and Maximo Hall. But before that, I met my co- CSAs who I considered as my Kuya and take in. On my first week, I am the greeter. As a greeter, I have to be a person who always smiles, having a welcoming spirit.At first, it seems that its the easiest responsibility of a CSA. Yeah, it is true but sometimes crucial when t here are no CSA at the stations who will assist the guests. If that so, I have to quickly assist them to their preferred tables and go back again to the doors as fast as I can to accommodate the next guests who will enter at the door. As time goes by, it became my lifestyle whenever I saw people, I learned to smile and greet them politely. I also learned how to socialize with different types of persons. On my second week, I was delegate at station 3 (tables 21-24).At first, I am excited but the tension was really there. I did some mistakes such as not repeating orders clearly to the guests, wrong orders, forgot to suggest soups/ salads and carelessness the way I serve food/ drinks. These are my common mistakes during my first days. But of course, on the next 2 weeks, I saw myself improving even though sometimes, there are little mistakes, I actual my problem-solving skills and the presence of mind was really there. Thanks God for guiding me and of course to my supervisors who alwa ys corrects me if there is something wrong.As time goes on, I really learned to socialize with my co-CSAs (Ate Rox, Ate Rose, Ate Berna, Ate Tessa (BSA), Ate Aeinah (BSA), Ate Ching, Ate Marga, Ate Sherly, Ate Shelou and Ate Bridgette). I will never forget them because they are the one who helped me and encourage me to finish my training. One thing Ive learned is to mingle with them even though they had different attitudes and personalities. The most memorable moment during my training period is the personal visitation of my beloved instructors (Mam She and Sir Chris). I was greatly impressed with them as my coordinators because they have the time to visit us.My instructors surprised with my physical appearance (wearing my black dress uniform at Maxs) and they said to me Babae ka na pala The OJT program I had at Maxs Restaurant is really good and memorable to me. I learned many things form my work and co-staffs. One thing to improve their OJT program is to let the students date the two main departments Dining and Kitchen, because they only allow only one department for OJTs. For those students who will be having their OJT, they have to prepare all the possible requirements as soon as possible.And, as much as possible, they need the cooperation of the coordinators. Be a good trainee when having OJT especially with the duties and responsibilities. Be cooperative and avoid absenteeism because it will be bad record for the company. If the company requires only one department, be sure that you will choose the trump department where you can share your skills and interest. Lastly, give your best shot Assessment of the OJT Program SUBMITTED BY Jeunesse Micah L. Eugenio BSHRM-4A SUBMITTED TO Ms. Shirley C. Espina HRM instructor/ OJT Coordinator