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1
1. 1 COMPANY OVERVIEW
1.1.1 Vision:
Providing people the healthy food and beverage to improve the quality of life
1.1.2 Mission:
1. Providing healthy food with a high quality product2. Showing care and attention to each customer by giving them the food and
beverage to consume
3. Motivating the consumer to enhance their awareness of healthy life
1.1.3 Values:1. Our business is conducted by the awareness of healthy lifestyle2. We are dedicated to provide the best quality of ingredients3. Our customers and employees healthy lifestyleis our main concern4. We are committed to treatour employee as our family with togetherness,
teamwork, humanity, integrity, and creativity
5. We expect that our profit will mainly come from customers satisfaction
CHAPTER 1
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1.2 SWOT ANALYSIS
Strength Weakness
Consistently providing healthy food and
beverages
Focus on each customers nutrition
needs depending on what kind of diet
they want to have
Friendly and knowledgeableemployee
Providing a comfortable ambiance that
makes people spend time longer andwant to visit more frequent
Strong corporate culture that embraced
by each employee
More challenges in finding high quality
organic with affordable price
Opportunity Threat
Bistro and caf business is now growing
in Surabaya. (It is predicted that the
revenue of bistro and caf will increase
by 30% from last year)*
Source:
http://kabarbisnis.com/read/2820403
People nowadays prefer to go to more
private place like bistro and caf rather
than mall.
Income per capita of Surabaya people is
predicted to increase to USD 3,500 in
2013, which means that people will have
bigger purchasing power.
Source:
http://www.surabayapagi.com/index.php?3
b1ca0a43b79bdfd9f9305b812982962b26d2
1923d7a95667f97b00d76d7d4a6
Peoples assumption about healthy food
that is not delicious and old fashioned.
Existing caf, which has the same target
market.
http://kabarbisnis.com/read/2820403http://www.surabayapagi.com/index.php?3b1ca0a43b79bdfd9f9305b812982962b26d21923d7a95667f97b00d76d7d4a6http://www.surabayapagi.com/index.php?3b1ca0a43b79bdfd9f9305b812982962b26d21923d7a95667f97b00d76d7d4a6http://www.surabayapagi.com/index.php?3b1ca0a43b79bdfd9f9305b812982962b26d21923d7a95667f97b00d76d7d4a6http://www.surabayapagi.com/index.php?3b1ca0a43b79bdfd9f9305b812982962b26d21923d7a95667f97b00d76d7d4a6http://www.surabayapagi.com/index.php?3b1ca0a43b79bdfd9f9305b812982962b26d21923d7a95667f97b00d76d7d4a6http://www.surabayapagi.com/index.php?3b1ca0a43b79bdfd9f9305b812982962b26d21923d7a95667f97b00d76d7d4a6http://www.surabayapagi.com/index.php?3b1ca0a43b79bdfd9f9305b812982962b26d21923d7a95667f97b00d76d7d4a6http://kabarbisnis.com/read/2820403 -
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1.3 STRATEGIC CHOICE
In order to maintain our companys competitive advantage and values, we choose to
use differentiation strategy. Healthy, high quality and cleanliness are the main quality of our
products. It can be shown through the food and beverages that we served and also throughthe employees. All of the food and beverages that we serve are made from healthy material,
clean, and free from any artificial product. High quality food will not be enough to
differentiate our bistro with the other competitors. Thats why the knowledgeable, neat and
clean employees will also make this bistro special. The place of the bistro itself will also be
the physical evidence to show that we really focus on the healthiness and cleanliness. With
those specialties, we choose differentiation strategy for Secret Garden Caf.
To implement this strategy and enhance the companys competitive advantage, our
bistro needs to maintain the quality of our food and beverages and also the service. We also
have to keep innovating so that our products can still leading in the market.
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2.1 WORK FLOW ANALYSIS yg dimasukno sak table e chelle
2.1.1 INPUT:
2.1.1.1 Raw Input:
The raw inputs here are the materials that we use to make the food and beverages such
as :Meat
Vegetable
Fruit
Seasoning and Spices
Ice cube
Water
Raw input
Fresh, hygiene and
high quality material
Equipment
Kitchen stuff,
employee database
Human Resources
Honest, friendly,
clean, neat,
responsive,
knowledgeable
about basic healthproblem, able to
make healthy and
tasty food
Activity
Training the
employee, making
sure the quality of
the material, cooking
the food
Output
Friendly service,healthy and tasty
food and beverages
CHAPTER 2
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The operational manager should make sure that all of these materials are coming from
trusted supplier. The manager also should make sure that the materials are hygiene,
clean, and high quality.
2.1.1.2 Equipment:The equipment here can be classified into equipment for processing the food and
equipment to manage the human resource. The equipment for processing the food
consists of all of the kitchen stuffs such as:
Deep Fryer
Grill/flat top
Broiler
Stove (at least 6 industrial
sized)
BurnersOven(s)
Industrial dish washer
Microwaves
Freezers
Refrigerators
Food processor
Blender
Mixer
Steam table
Cold table
Slicer
Timer
Scale
Coffee maker
Hot choc machineIndustrial strength garbage
disposal
Industrial strenght vacuum
Credit card machine
Calculators
Storage database (FIFO
method)
Meanwhile for the human resource, the employee database is the equipment needed.
This database function is to record all data and information needed related to the
employee. This is important so that we can review the employees performance and
record their progress. The database should include:
Employee profile:
This includes all the personal data of the employee. This is important foradministration problem. Thus, an employee profile should include:
Name, phone number, address, DOB, email, education background,marital status, amount of children, previous company they have been
working, the CV of the employee, picture of the employee.
Absent and Leave Management:
This database records the employee absent. This is important to managethe problem of absenteeism. We use fingerprint to do the absent
because it can prevent the cheating problem in absent.
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This data also record the leave of the employee. Before they take the
leave, they should ask the permission from the operational manager.
Performance Data:
The performance of the employee will be recorded. This data is used tolook after the performance and progress of the employee. This can be
used as the data for the bistro to do the performance appraisal every 6
months and reward/promote/demote the employees.
2.1.1.3Human ResourceAll of the employee should be able to embrace the company values, which is
healthy, hygiene, and clean. Since this bistro which focusing in health, all of the
employee should have the basic knowledge about basic health problem. In case
the customer asks something related to diet or health; our employee should be
able to answer it. They also have to be friendly when serving the customer to make
them feel comfort. Whereas for the barista and chef, they should be able to
maintain produce healthy and tasty food.
2.1.2 ACTIVITY/PROCESS
The activities and process can be divided into activity to make the food and activity to
produce the qualified workers.
2.1.2.1Food and Beverages1. Managing the storage and food control
Use the FIFO method
This method is useful to make sure the freshness and maintain the quality of
the food.
Whenever new shipments of food arrive, the newer food will be placed behind
the older food so the older food will be used first. This will minimize the risk of
having expired food. This method is applied for both cold and dry storage.
Place meat as low as possible
It is important to place meat as low as possible. Because even if it is still sealed,
the meat juice can drip down. Thats why putting it under the other item will
prevent the other meat juices contaminate the other items.
Store food in airtight containers
Once air contacts the food, the food will start to spoil. That is why it is
important to store food in airtight containers.
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Store all of food off the floor.
All of the food must be placed at least 30 cm above the floor. This is to prevent
water, dust or other things that can contaminate the foods and reduce the
hygiene.
Temperature control
Refrigerator takes important roles in food safety. It is essential to make sure that
the food is kept in the right temperature. Thats why refrigerator should have
thermometer so the employees can make sure that the food is below the
temperature danger zone.
Do not overload the unit inside the refrigerator
If there are too many items inside the refrigerator, the fridges should work harderto maintain the proper temperature. If this situation continues to happen, it is
possible that the fridges stop working and results in endangering the storage.
Keep working area clean and organized
Dirty working area can because bacteria can grow and infect the food. Thats why
keeping it clean will help to maintain the hygiene of the food.
2.1.2.2 Cook the FoodThe way the food cooked will be different from one menu to other menu. The
important thing is, the chef is not allowed to use MSG or anything that can harm
the health.
2.1.2.3 Employee Training(The explanation of training will be explained further in the next section)
2.1.3 OUTPUT
After getting through all of the process, the output should be a healthy and tasty food
and also friendly and skillful employee. We want to satisfy our customer with our
service and food. To evaluate the service, we can see it through the customers
feedback and also by having the manager staying in the bistro and look after the
condition there. The healthy food can be proved by measuring the calories, nutrition,
and the taste of the food. We will also do food control once a month to evaluate the
whole thing in the bistro.
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2.2 ORGANIZATIONAL STRUCTURE chart nya aja
The Organizational Chart shows the hierarchy and chain of command of the
business organization. At the top level, there are owners who have the highest
command or authority. They have financial managers and operational managers as
their subordinates. At the second level there are operational managers and financial
managers. Operational managers are people who act as supervisors of the store and
also handle the waiters, baristas, cashiers, and janitors. There is also the financial
manager, who acts as the accountant who records the inflow and outflow of the
business and doesnt have any subordinate.
OWNER
FINANCIAL
MANAGER
WAITER /
WAITRESSBARISTA CASHIER JANITOR
OPERATIONAL
MANAGER
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2.3 JOB DESCRIPTION SG INI DIJELASNO BESOK YA CHELLE
2.3.1 Operational Manager
Responsible to : OwnerDivision : Operation
Direct subordinate : Waiter/waitress, Barista, Cashier, Janitor
Target :
Increase and maintain good condition of the raw materials
Actively participating in increasing the quality of food and service
in the bistro
Zero complain from customers and suppliers
Fulfill Indonesias operational standard
Maintain the relationship among all employees
Improving the quality of the human resource by consistently held a
performance appraisal
Prevent employee turnover
Accurate stocking system for managing the storage
Invent two new menus every six months
Responsibility : Take care of all the process from the input to output
Duty : Take control of the whole process starting from getting the raw
material until serving it to the final customer
Task :
Stay at the bistro during opening hours
Find trustworthy suppliers
Take care of the supply of ingredients for food and drink
Take care of the supply of goods for the snack bar
Choose which ingredients and snacks to be used and sold
Responsive for every unexpected situation as the face of the bistro
Supervise all activities in the bistro
Manage and brief the employee inside the bistro
Conduct performance appraisal
Recruit and select the employees
Discuss new menus with chefs
Look after employees absenteeism
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2.3.2 Financial Manager
Responsible to : Owner
Division : Finance
Direct subordinate : -
Target :Increase sales
Controllable store expense (below budget)
No deficit in the cash flow
Maintain the bistros financial competitive advantage
Prevent being involved in illegal activities
Prepare funding for expansion plan for the next 5 years
Responsibility : Maintain the companys cash flow
Duty : Prepare the financial data, make balance sheet, determine the use ofthe assets
Task :
Do budgeting for every event
Provide and interpret monthly and annual report
Review the report for forecasting
Monitor the cash flow of the bistro
Conduct review and evaluation for cost-reduction possibility
Analyze the competitors and market trend
Make marketing plan
Discuss new menus with chefs
Aware with the financial regulation and legislation in Indonesia
2.3.3 Waiter/waitress
Responsible to : Operational Manager
Division : Operation
Direct subordinate : -
Target :
Increase the loyalty of the customers by giving a good service
Prevent accidents (spill food, plates, etc.)
Prevent customers complaints on service
Prevent delivering food and drinks to the wrong table
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Responsibility : Serving the customers
Duty : Giving a good customer service and nutritional advices
Task :
Handle reservations
Welcome the customersAsk the quantity of people
Escort to the tables
Give menu books
Take orders
Recommend a menu if asked
Deliver the orders
Serve customers other requests
Take action to correct any problems
Collect payments
2.3.4 Barista
Responsible to : Operational Manager
Division : Operation
Direct subordinate : -
Target :
Serve under 6 minutes for 1 drink
Maintain the taste of every drink made
Zero complaint
Able to work effectively with the other barista
Responsibility : Make drinks according to the menu
Duty : Provide healthy & delicious beverages for customers
Task :
Study all drink menus
Serve healthy & delicious beverages
Maintain the cleanliness of bar equipment
Ask whether the customer wants to drink in the bistro or just take
away
2.3.5 Cashier
Responsible to : Operational Manager
Division : Operation
Direct subordinate : -
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Target :
Zero complaint
Give the bill to the customers as soon as possible after requested
Prevent the loss of money
Prevent miscalculating the customers orders
Responsibility : Serving the payment of the customers
Duty : Keep and record the money collected from the customer
Task :
Make the receipts
Keep the receipts
Receive payment by cash, credit card, or vouchers
Count money in cash drawer at the beginning of the shift and atthe end of the shift
Give the receipts to the finance manager for monthly report
Collect and keep cash money from customers
2.3.6 Chef
Responsible to : Operational Manager
Division : Operation
Direct subordinate : -
Target :
Maintain the taste of every food made
Zero complaint
Make the food in a relatively short time
Prevent cooking the wrong menu ordered
Responsibility : Cook food according to the menu
Duty : Cooking delicious and healthy food
Task :
Study all the menus
Cook ordered food
Discuss new menus with managers
Maintain the cleanliness of the kitchen
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2.3.7 Janitor
Responsible to : Operational Manager
Division : Operation
Direct subordinate : -
Target :Zero complaint
Make the toilet always clean and comfortable for the customers
Responsibility : Make sure the condition of the bistro reflects the values of the bistro
Duty : Keep the cleanliness of the whole bistro
Task :
Mop and sweep the floor
Clean the toiletEmpty trash bins
Polish windows
Wash dishes
Take care of unexpected mess during the opening hours (broken
glass, spilled water, etc.)
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2.4 JOB SPECIFICATION INI JUGA BESOK
2.4.1 Financial Manager
Requirements:
Bachelor Degree from business major, preferably from Finance
Department with GPA Min. 3.00
Minimum 2 years experience of being a finance manager
2545 years old
Healthy physically and psychologically
Good teamwork skills and the ability to collaborate effectively with
others
Good organizational skills
Proficient in using Ms. Excel and SPSS program
2.4.2 Operational ManagerRequirements:
Bachelor Degree from business major with GPA Min. 3.00
Minimum 2 years experience of being an operational manager
2545 years old
Healthy physically and psychologically
Good teamwork skills and the ability to collaborate effectively with
others
Good organizational skills
Able to adapt with different people and quick problem solver
2.4.3 Waiter / WaitressRequirements:
Honest
Good teamwork skills
17-30 years oldHealthy physically and psychologically
Tidy, clean and hygienic
Min. Senior high school graduate
Understanding each menu provided
Balancing plates and trays
Being attentive, friendly and polite
Able to handle difficult customers
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2.4.4 BaristaRequirements:
Honest
Good teamwork skills
17-30 years old
Healthy physically and psychologically
Tidy, clean and hygienic
Min. 2 years of experience
Ability to prepare drinks and beverages and serve them in an attractive
way
Having knowledge in diet menu
Polite and caring to customer
Ability to respond quickly and efficiently to requests from customers
Good cleaning skills
2.4.5 CashierRequirements:
Honest
17-30 years old
Good teamwork skills
Tidy, clean and hygienic
Min. High School Graduate
Have knowledge in customer service
Ability to read, count, and write to accurately complete all
documentation
Ability to operate all equipment necessary to perform the job
Ability to understand the register machine
Trustworthy
Careful and thorough
Polite and able to deal with the customers
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2.5.6 ChefRequirements:
Honest
Good teamwork skills
1745 years old
Healthy physically and psychologically
Tidy, clean and hygienic
Graduated from culinary school
Able to cook western food
Having knowledge in diet menu and food nutrition
Have good health and hygiene skills
Passionate about food
Good cleaning skills
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3.1 RECRUITMENT AND SELECTION SAMA SEMUAE CHELLE KE BAWAH, JADI SOURCE
SAMA PROCESS
3.1.1 Financial Manager
The recruitment of financial manager is from headhunter and internal
source in the form of referral. According to the job specification a financial
manager must have two years of experience in financial field. That is why we
choose to use headhunter, and internal source as our employee sources
because those sources are reliable.
Process of selection:
Select applicants based on their resumes
Conduct a test about their finance knowledge
Choose the most qualified people
Interview process
Select applicant and hire them
3.1.2 Operational ManagerAs an operational manager, he/she must be able to control supply of the
food, manage the employee and evaluate work of the employee. Due to these
requirements, we choose to pick the employee from headhunter, and internal
source in the form of referral.
Process of selection:
Select applicants based on their resumes
Conduct a test about their operational knowledge
Choose the most qualified people
Interview process
Select applicant and hire them
3.1.3 Waiter / Waitress:The recruitment of the waiters and waitress will mainly come from newspaper,
internet and direct applicant sources.
Process of selection:
Select people from the recruited people
Conduct a test about serving people as a waiter
(bring food, drink, note order)
CHAPTER 3
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Interview process
Select and hire
3.1.4 Barista:As the same as the waiter and waitress, we recruit barista from the newspaper,
internet and direct applicant sources. But with the specific requirements of
ability to prepare drinks and beverages, barista needs a more specific selection
process
Process of selection:
Select people from the recruited people
Conduct a test about making coffee, tea and other drinks and how fast
they can make them
Interview process
Select and hire
3.1.5 Cashier:We choose the newspaper, internet, and direct applicants as our resources in
recruiting the cashier. We will need two cashiers for our bistro
Process of selection:
Selecting people from the those recruited peopleConduct a test about simple mathematic ( counting money)
Interview process
Selected and hired
3.1.6 Chef:The chef will be recruited from headhunter and job agency sources since we
need the chef to be experienced in processing healthy food and reliable in
foods hygiene.
Process of selection:
Interview process
Conduct a cooking test
Test the hygiene of cooking process
Select and hire
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4.1 ORIENTATION
4.1.1 Purpose of Orientation
Introducing the vision, mission, and value of the company
Help the new employee to adjust with the new job
Building a good relationship between employee
4.1.2 Before Orientation Day :
Setting the objective (mentioned above)The committee make the whole concept of the orientation and complete
the preparation
4.1.3 Orientation Format :
Ice Breaking
The employees will be gathered in one room. There will be several
activity that will be done in this day :
1. Flooring the history, mission statement, goals, values, andorganizational structure of the company
2. Tell the new employee the future plan of the company3. Mini games to enhance a good relationship of each employees and
make them feel comfortable.
4. Making sure that each employee understands their job description.We can do it by giving them copy of the job description
5. Question and answer6.
Explaining the new employee about the upcoming training program
Bistro Tour
Bistro Tour is an activity where the new employee is having a tour to
all parts of the bistro. First, they will be explained the usage, facility of
each room/place. Second, they are not only having a tour inside the
bistro but also the surroundings of the bistro.
CHAPTER 4
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4.1.4 After Orientation :
When the new employee comes to work, welcome them warmlyGuide the new employee on their first day work, then make sure they
know what to do
Evaluating the effectiveness of the orientation program by giving
questionnaire. The questionnaire will cover the employee overall
impression toward the company, employees understanding about the
company vision and mission, employees knowledge about their job.
Evaluating the employees performance after the orientation
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5.1 NEEDS ASSESSMENT
Need assessment is an evaluation to see whether the employees need training or not.This section is highly dependent to each employees own skills and ability.
1. ChefTraining will be held when there is a new machine as the equipment,
development of new menu, and if the chefs performance is decreasing (slow
and unstable performance).
2. BaristaTraining will be held when there is a new machine as the equipment,
development of new beverage, and when baristas performance is decreasing
(slow, unstable performance and unresponsive).3. Waiter and cashier
The training will be held when there is a new system for the waiter and cashier
to improve the serving process and when the service of the waiter and cashier
are decreasing (slow, unresponsive, unable to answer customers question
regarding the menu and healthy diet).
5.2 TRAINING
5.2.1 General Training for New Employees
This training for the new employee so that they know vision, mission and the company
culture. This general training is held in the beginning of their working period so they
will know all of the basic knowledge of this company and implement directly in their
job. The store manager will hold this training in different methods such as:
presentation in form of audiovisual technique for improving communication skills, on
the job training for adapting new tasks, and hands on for combining between theory
and practical things that employee got.
Training Method Evaluation
Vision, mission, image of
the bistro
Presentation Cognitive outcome (paper
test)
Basic knowledge of
healthy diet
Presentation Cognitive outcome (paper
test)
CHAPTER 5
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5.2.2 Training for Operational Manager
This training is held by the third party, focusing on how to build the solid team and
solving problem quickly. Leadership training will be held every 6 month
Training Method Evaluation
Leadership Group or Team building Skill-based outcome
(observation)
5.2.3 Training for Waiter/Waitress
Training Method Evaluation
Responsiveness Hands on Customer feedback &
comment
Speed of serving Hands on Customer feedback &
comment
Knowledge of healthy diet Presentation Customer feedback &
comment
Waiter and waitress need training every 6 months to improve and keep their
knowledge up to date. The knowledge for the employee is very important because in
this company, service is very important. All waiter and waitress should be able to
answer each customer question and needs fast.
5.2.4 Training for Barista
Training Method EvaluationHow to make the bistros
beverages menu
Presentation, Hands on Observation on individual
performance judged by
owner
Basic hospitality skills Presentation, hands on Skill-based outcome
(observation)
Soft skills Presentation Skill-based outcome
(observation)
Hygiene attitude Hands on Skill-based outcome(observation)
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Speed of making
beverages, including how
to operate the equipment
to serve the drink
Hands on Customers feedback &
comment, 1 beverage max
3 minutes
How to assist customers inchoosing beverages that
match their needs
Presentation Customers feedback &comment
5.2.5 Training for Cashier
Training Method Evaluation
Using register machine
efficiently
Hands on Done serving each
customer maximum in 5
minutes
Differentiate real & fake
money
Hands on No fake money received
Communication skills Presentation, Hands on Customers feedback &
comment
5.2.6 Training for Chef
Training Method Evaluation
Basic skill for chef Hands on Observation on individual
performance judged bysenior chef on how they
cook according to cooking
standard and regulation by
BPOM
How to cook the bistros
menu
Hands on Observation on individual
performance judged by
senior chef, based on the
taste and appearance
How to cook faster while
maintaining the quality
Hands on Observation on individual
performance judged by
senior chef, with the range
5-10 minutes depend on
the difficulties
How to maintain food &
kitchen hygiene
Presentation Observation on individual
performance judged by
senior chef
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5.2.7 Annual Training
This annual training is held with the help of an expert/ nutritionist to improve skills
and knowledge of the team member. We invite professional nutritionist to share
his/her knowledge about healthy food and healthy lifestyle to support the goal of
Secret Garden bistro. The training is held periodically so all employees and managersare up to date with the newest information and also to strengthen corporate culture.
This training will be held in a form of presentation and on-the-job training so all
employees can directly perform the training material
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6.1COMPENSATION6.1.1 Pay Level
0.51.01.52.02.53.03.54.04.55.05.56.06.57.07.5
8.0
50 100 15 20 25 30
AB
C
D
EF
A : Waiters / Waitress
B : Barista
C : Cashier
D : Chef
E : Operational Manager
F : Financial Manager
PP
SALARY
JOB EVALUATION \POINT
IN MILLION
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6.2 ADDITIONAL COMPENSATION6.2.1 Waiter/Waitress
Every end of the year waiters will get 1 month extra salary as end of year bonus
6.2.2 Cashier
Every end of the year Cashier will get 1 month extra salary as end of year bonus
6.2.3 Barista
When a Barista gains a new menu and their performance is increasing, their base
salary will increase
Every end of the year barista will get 1 month extra salary as end of year bonus
6.2.4 Financial Manager
If the financial manager can improve the profit of the company, they will get bonus
on their salary
Every end of the year financial manager will get 1 month extra salary as end of year
bonus
6.2.5 Operational Manager
Every end of the year production manager will get 1 month extra salary as end of
year bonus
JOB TITLECOMPENSABLE FACTORS
EXPERIENCE EDUCATION COMPLEXITY TOTAL
WAITER 20 20 40 80
CASHIER 40 50 50 140BARISTA 60 30 40 130
CHEF 80 70 80 230
OPERATIONAL MANAGER 90 90 100 280
FINANCIAL MANAGER 90 90 100 280
PAY
GRADE
JOB EVALUATION POINTS RANGE MONTHLY PAY RATE RANGE
MINIMUM MAXIMUM MINIMUM MIDPOINT MAXIMUM
1 0 100 750000 1250000 1750000
2 100 200 1000000 1875000 27500003 200 300 3000000 5500000 8000000
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6.3 BENEFIT
Lunch allowance for employees everyday
Vacation pay for all employees except janitor each year
Health insurance for chefs and managers
Waiter of the month will get a chance to take someone to a free private diningexperience in this bistro. They will be treated like a special guest.
Business trip allowance for managers. They will be given reimbursement for
their accommodation, transportation, and meal.