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Baguio Country Club
The Verandah
Prepared by:
Delim, Ronica Anne
Matawaran, Ronnel
Quinque, Mond Lester
Ronquillo, Khim Fermhee
Obidoza, Lemuel
I. COMPANY PROFILEA. Brief History
By February, 1906, when Forbes circulated a prospectus to
attract membership, the Baguio Country Club consisted of a hastily
built clubhouse, a staff of one, two tennis courts, three croquet
grounds, and a three-hole golf course. But Forbes' prospectus promised
a much grander clubhouse: one “with fine dining facilities, a bar,
locker rooms, shower, reading rooms, great open fireplaces in which
pine logs will crackle merrily night and day, a few bedrooms, and a
billiard room.” In 1907, the Baguio Country Club Corporation was
organized. This same year, links for nine holes were laid, and the
tennis courts were smoothed out. In 1908, a permanent clubhouse was
completed, cottages sprung up, and the most welcome news: the club
started serving meals.
B. Office Layout (Verandah)
C. Department and Officesa. Offices/Departments
Food and Beverage Division
Quality and Standard Control Department
Recreation Department
Management Information System Department
Health and Safety Committee
Security Department
b. Function of Offices
Food and Beverage Division - To adhere to the clubs highest
standard of excellence by providing the best quality of food
and most competent service.
Health and Safety Committee - they ensure all aspects of club
operations is prepared to respond to and contingency and
Emergency with sole purpose of protecting and serving life
properly.
Quality and Standard Control Department - They Check the
quality of Food to be serve to the Customer.
Recreation Department-they provide world class recreational
facilities and activities by delivering 100% customer
satisfaction.
Management information System Department – the provide
information Technology Solutions in most cost –effective
manner and safeguard of clubs data information and put our
members and guest needs above all else.
Security Department – to dedicate excellent security service
and to create a safe environment in our daily operation at
the club for the safety of members, guests and employees and
to carry out duties with professionalism, courage and
integrity.
c. Organizational chart
d. Work Functions and Job Description
Executive Chef - He/she will approve the food menu to be
served.
Chef - He/She will plan/Cook the Food to be served.
Waiter/Waitress - they will serve the food to the client; get
the customer order, Dish out the orders.
QC-they will check the quality of food to be served.
Manager - the head of a department or functional area within
an organization has specific responsibilities depending on
the needs of his or her organization.
D. Information Technology
Hardware Specificationo No. of Computers involve in the Restaurant :8
o Processor: Pentium 4
o Operating System: Windows XP Professional
o System Manufacturer: HP
o Memory:2 gig RAM
Softwareo Microsoft Access-it’s the software that they use to store
information for their Point of sale system
o Microsoft Excel
Applicationso Point of Sale-The server Keep the cash, checks, and credit
slips collected as payment during the shift ,as the server
enters each order to the computer ,the amount of the item is
automatically and immediately charge to that server account.
How?
Swiping Credit Card-the server swipes the guest/member
credit card through the magnetic card reader at the
server terminal
Guest Signing Credit Card Guest/Member Check-A guest
/Member signs the credit slip generated by the
computer
o Advantage of POS System:
Save steps in placing Orders
Speed up Service to the guest
Ensure accurate food and beverage preparation
Prevent confusion
Prevent pricing errors on guest checks
Produce itemized guest checks at server
Generates management reports
E. Product and Services
Serviceso Express Service-Its main function is attending to guests'
needs and concerns and ensuring that such needs and concerns
are addressed and acted upon immediately without delay, such
as: room service, concerns on room maintenance, complaints on
service, etc. They also act as concierge to handle requests
of guests such as tour information, ticket reservations, and
shopping and other guests' errands. They also conduct social
calls to billeted guests as tool in discovering the over-all
guests' experience.
o Wine Service – Wine service is the presentation, uncorking
and pouring of wine. It takes place when a customer orders a
bottle of wine for the table.
o Multi-tasking service- At all times, servers should be considering the needs of their tables. They should be
constantly aware of whether the tables need food or drinks,
if the plates need clearing, and if the patrons are ready for
a check. Additionally, servers should be aware of their
teammates, helping to run food or refill drinks if they could
use some help.
o Buffet Service – where in the costumer will be able to
experience an eat all you can dining style.
o Bartending Service – where the costumers will be able to
request the bartender to create alcoholic or nonalcoholic
beverages with their specifications.
o Cooking Service – where the chef prepare the meal of the
costumer.
o Greeting Service – staff/employees acknowledge costumers.
Productso International or Foreign foods
o Local or Filipino foods
o Wine/beverages
o Bread
F. Challenges and Problems
Ensuring the quality of food and services offered by the
company
Attracting customers, keeping them, service, complaint
handling, and the customer experience.
Ways of attract more customers.
How to improve the way staff deals with the customers.
How to keep your food costs down.
Training programs for the employees.
G. Future Plans of the Company
Creation of New CuisinesDescription: They plan to experiment on ingredients and
create an exciting new cuisine that will suit the pallet of
the dinners.
Maintaining the Reputation of BCC restaurantsDescription: Maintain the dignified status of BCC restaurant
by improving our selves to satisfy the needs of our dinners.
II. COMPELLING MISSION AND VISION
Compelling Mission
“By improving our quality of food and services, we will develop the skills and talents of our employees by providing seminars and training. To impress our customers by giving them the highest degree of service and by providing fresh, finest and good quality of food, in a comfortable environment . To have every customer smile that comes to our door leave impressed and excited to come back again. “
Compelling Vision“To be preferred and most valued restaurant that enhances the
quality of life of every members and to be the best world well-
known leader in products and services by adopting new cuisines
from all over the world.”
III. SWOT ANALYSIS
Strength: Opportunity:
S1 - Variety of restaurants
S2 - Hospitable employees
S3 - Food quality assurance through
Quality Control
S4 - Rewards and benefits for
employees
S5 - Globally Competitive
Professional chefs
S6 - Sending chefs to other
countries to acquire new
cuisines and recipes.
S7 - Family-like relationship
between the BCC restaurants
and the employees. This
relationship keeps the
employees to become loyal to
BCC.
S8 - If they can assess that an
employee may became an asset
in the near future BCC will
take care of that employee
S9 - Exclusivity because it
attracts more customer.
S8 - Customers can request specific
cuisines that are not in the
menu.
S9 - Fresh ingredients
S10 -International cuisines
S11 - MIS
O1 - Teaming up with Universities
O2 - Conducts different events
O3 - Political figures visiting
BBC
O4 - Good relationship to Camp
John Hay ensuring that
customers can be accommodated
O5 - There are only 2 golf courses
in Baguio City: Camp John Hay
and BCC
O6 - Trainees or OJT students
because they are working at
BCC Restaurants but BCC has no
responsibility to pay them any
amount of money as a salary
O7 – Seasonal Cuisines.
O8 – Ability to create new
applications needed by BCC.
O9 – Events and Festivals in
Baguio
Weakness: Threats:
W1 - Exclusivity because not all
people can avail for the
packages of country club which
can affect its business.
T1 – Global Economy
T2 - Location because far from the
city
T3 - Trainees or OJT students
because without any
experiences, it might affect
the quality of services
offered by the BCC
Restaurants
IV. PORTER’S 5 FORCES
RivalsNone, Other Restaurant are far away from BCC.
Substitutes Other Restaurants and Fast Food Chain Restaurants
Threats Other Restaurants
Supplier Power Low, because BCC is using the bidding system where they find a
lot of suppliers and pick a certain supplier to get their produce
for 3 months, after 3 months they would change their supplier. And
the supplier is being paid every 3 months.
Buyer Power High, because BCC is using the exclusivity system where you are
supposed to become a member to get benefits. While BCC is open to
the public there prices are still fixed and cannot be lowered by the
buyer.
V. STRATEGY Membership/Exclusivity Strategy – Where BCC still makes money even if
their members don’t go to the country club.
Bidding Strategy – BCC gets a lot of supplier. So they can manipulate
the price of the produce they plan to acquire.
Strategic Planning – In terms of a Crisis where they plan ahead to
minimize its effect to the business, And in terms of Competitions
where they planned a year before the competition on what dishes will
be made.
Family oriented Strategy – In terms of Employee, BCC treats its
employee as a family member where they are given benefits and rewards
that will result to the loyalty of its employee to BCC.
VI. TOWS/ MIN-MAX ANALYSIS
External Opportunities
(O)
External Threats (T)
Internal Strengths(S)
SO
1. Training held by
the Professional
Chefs.(S5,O1)
2. Seasonal Favourite
cuisines(S10,O7)
3.Good
Reputation(S3,03)
4.Applications are
easily created and
maintained.(S11,O8)
ST
1.Hire Professional
Trainers(S5, T3)
2.Discounts (S9,T1)
3.Advertisement(S1,T2)
Internal Weaknesses (W)
WO
1. New membership Package(W1,O1)
WT
1.New membership
Packages(W1,T1)
VII. MATRIX FOR ENVIRONMENTAL TREND ANALYSIS
No Task Elements Economic Technological Political-Legal Socio-Cultural1 Members/
Customers Capability of
paying products and services or membership fees
Responsible for consuming their membership fee every month
Can request specific orders that are not in the menu
Quality assurance
Centralized internet connection
Additional taxes or VAT
Yearly payment for membership fees
Traditional occasions or events
Cordilleran culture
Exclusivity
2 Employees (Chefs, Waiter/Waitress)
Pirating of employees
Scholarships Sending chefs to
other countries to acquire new cuisines and recipes
Free laundry Free food meals Daily allowances Benefits such as
SSS, PhilHealth, and Pag-ibig
Centralized internet connection
Complete equipment for computerized transactions
Certified Chefs based on the degree finished by the employee
Sanitary permit of the employees
Family like relationship
Cordilleran culture
3 Suppliers Bidding system Online transactions
Complete equipment for computerized transactions
Licensed company
Taxes
Family-like relationship
4 Board of Directors
Hiring of new employees
Cost of acquiring new
Voting process in selecting
Removing employees with
Outsourcing Budget
equipment Maintenance cost
the new company president
the same family name in the department
5 OJT Students Working with no salary
Having an experience
Training for the usage of specific applications
Requirements needed before applying for OJT such as endorsement from the school
Family like relationship
6 Government Capability of the company to pay taxes
Sanitary permit of the company
Legality of products and services offered by the company
Taxes
VIII. MACFARLAN’S APPLICATION PORTFOLIO ANALYSIS
HIGH
Strategic
Bidding Process system Sales Management/income
analysis Market analysis Suppliers Link Employee Monitoring
System
High Potential
Computerize Ordering Process(proposed)
Evaluation System Procurement
System(proposed) Knowledge
Management(Recipes)
Costumer Service Inventory Management Equipment Maintenance Cost Management Facility Management
system Point of Sales(POS)
Payroll Employee Information
system Membership Profiling
System Billing System Income Analysis Human Resource
Management Quality Control
Management
Key Operational SupportLOW
HIGH LOW
IX. CURRENT SYSTEMS AND DEVELOPMENT PLANS
Program Year 1 Year 2 Year 3Strategies Activities Strategies Activities Strategies Activities
1. BCC Advertising Program
- To increase the number of customers by 10%
- Paper Advertisement (newspapers, magazines and etc.)
- Create a blog site which will present the cuisines available in BCC.
- Coordinate with media channels.
- Pay popular sites to advertise BCC.
- To increase the number of customers by 25%
- Assess the comments left in the blog.
- Create a written and online survey that will assess the satisfaction rate that the BCC restaurants are providing.
- Coordinate with popular malls.
- Coordinate with universities or colleges.
- To increase the number of customers by 50%
- Implement the feasible suggestions from the blog comments.
- Assess the feedbacks from the survey and implement needed changes.
- Create a new membership option that will appeal to the masses.
- Create events that will show case BCC’s finest cuisines.
Program Year 1 Year 2 Year 3Strategies Activities Strategies Activities Strategies Activities
2. BCC Development Program
- To Improve the skills and talents of the employees.
- Mandatory attendance during Seminars and trainings
- Monitoring of work.
- To Assess the employee.
- Rate the work done by the employee. (Internal)
- Create a Survey that will rate the performance of the employee. (External)
- Weekly performance review.
- Monthly Performance Test.
- To Polish the skills and talents of the employee.
- Entering an employee in a public competitions and events.
- Sending Employees to other countries to learn new techniques and cuisines.
-
Program Objectives Activities Target Budget Time Frame Persons Responsible
Advertising - To increase the number of Customers by a specific percentage each year.
- Paper Advertisement (newspapers, magazines and etc.)
- Create a blog site which will present the cuisines available in BCC.
- Coordinate with media channels.
- Pay popular sites to advertise BCC.
- Assess the comments left in the blog.
- Create a written and online survey that will assess the satisfaction
- Everyone / possible Customers.
50,000 pesos 3 year Advertising Department
rate that the BCC restaurants are providing.
- Coordinate with popular malls.
- Coordinate with universities or colleges.
- Implement the feasible suggestions from the blog comments.
- Assess the feedbacks from the survey and implement needed changes.
- Create a new membership option that will appeal to the masses.
- Create
events that will show case BCC’s finest cuisines.
Program Objectives Activities Target Budget Time Frame Persons Responsible
Development To improve thee skills and talents of each employee
- Mandatory attendance during Seminars and trainings
- Monitoring of work.
- Rate the work done by the employee. (Internal)
- Create a Survey that will rate the performance of the employee. (External)
- Weekly performance review.
- Employees 100,000 pesos
3 years - High position personnel, managers and supervisors.
- Monthly Performance Test.
- Entering an employee in a public competitions and events.
- Sending Employees to other countries to learn new techniques and cuisines.
X. APPLICATION SYSTEMS MAP
Customer/Members’ Services Products, Equipments and Facilities Suppliers, Employees and Chefs
Mon
itorin
g an
d Co
ntro
lTr
ansa
ction
Computerize Ordering Process
Procurement System
Evaluation System
Bidding Process System
Sales Mgmt. or Income Analysis
Market Analysis
Suppliers Link
Employee Monitoring
System
Knowledge Management
Costumer Service (CRM)
Inventory Management
Equipment Maintenance
Cost Management
Facility Management
System
Point of Sales (POS)
Ope
ratio
nal S
uppo
rt
Office Automation, Communication Network, E-mail, Development Software
Human Resource
Management
PayrollEmployee
Information System
Membership Profiling System
Billing System
Quality Control
Management
