Quality Service Management

BSTM301

05 Activity 1

“Jollibee”

GROUP 05

Leader:
Añain, Meryneil B.

Member’s:
Cajes, Jenny
Cerna, Ria Fe
Diamante, Mary Maurielle
Lacson, Xyrah Nadine M.
Mones, Angelica D.
Sales, Angelica M.

Professor: Mr. Tiamzon, Mark Lawrence R.

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 I. Jollibee Organizational Chart

FRANCHISEE

MANAGING DIRECTOR

OPERATIONS DIRECTOR

AREA MANAGER RESTAURANT MANAGER OFFICE INCHARGE

Assistant Restaurant Manager Assistant Restaurant Manager Assistant Restaurant Manager

1 (ARM) 2 (ARM) 3 (ARM)

Production Quality Manager Service Quality Manager

(PQM) (SQM)

REGULAR CREW

This establishment operates through the following segments: Food

Service, Franchising, and Leasing. The Food Service segment operates quick service
restaurants and the manufacture of food products to be sold to Jollibee Group-owned and
franchised QSR outlets. The Franchising segment franchises the Jollibee Group's QSR
store concepts.

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 II. Criteria and detailed job descriptions for each person included in the
organizational chart.
• Franchising Officer

The Franchising Officer is responsible for managing the franchise selection process,
ensuring legal and franchise policy compliance design, and maintaining and proper
execution of systems and processes for effective franchise relations.
List of Criteria:
Job Description of Franchising Officer
1. Franchise Administration
 Designs a system to keep track of franchise group movements; identifies
opportunities where the system will be maximized and seeks areas for
improvement; coordinates with program supplier on the maintenance of
system/program
 Plans and prepares regular franchising events, activities, or programs including
coordination and negotiation with stakeholders and suppliers, event logistics,
and evaluation.
 Forward Training Programs to franchise partners
 Screening Process: Prepare the profile or 201 files of a candidate, facilitate a
request for HA, coordinate with other divisions for an interview, and coordinate
with the candidate's HA schedule and FORM schedule.
 GM endorsement process
 Franchise Application Status
 Manages and conducts franchisee assessment, evaluation, and selection.
 Responds to franchise inquiries and applications within the agreed time frame.
 Monitors the franchise application cycle time (up to ownership direction) and
ensures closure/ resolution to each application.

2. Franchise Relations and Engagement

 Builds relations by seeking opportunities to interface and interact with franchise
business partners through different activities/programs involving client
 Recommends and implements activities/programs intended to strengthen/build
relation relationships with franchisees/business partners and contribute to their
development (Franchise Business Update)

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  Designs a system of communication using the appropriate medium to ensure
the on-time release of information, news, and updates to clients; conducts
regular reviews to ensure system efficiency and effectiveness
 Provides support and assistance in franchise-related programs; proper
program execution/implementation will result in a high franchisee satisfaction
level.
 Franchise Development
 Facilitates the planning, development, and monitoring of franchise programs to
ensure effective operations in a franchise department and develops franchising
opportunities to acquire required competency, and manages franchisee
evaluation and certification
 Monitors franchisee training, certification, and performance
 Provides franchisees with guidance and training to ensure the quality of
franchised products and services.
 Conducts training

Job Qualifications:
 Candidate must be a bachelor’s or College graduate of any Management, Human
Resources, or Communications related course
 At least four (4) years’ work experience in organizations with franchise set-up in
the same capacity; previous working relations with franchisees, managing
directors, and group managers are an advantage.
 Good working knowledge of the following computer software: MS Word, MS Excel,
MS PowerPoint

• Managing Director

The Managing Director is responsible for developing business strategies and plans for
the company. Oversee all business activities and develop a high-performing managerial
employee.
List of Criteria:
Job Responsibilities
1. Store Visits
2. Sales Building
3. Profit Achievement
4. Ensure FSC Compliance and Implementation
5. People Management and Development
6. Ensure Cash Control and Inventory Compliance
7. Site Sourcing
8. COL Management
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 9. Administration

Job Qualifications:
 Candidates must be a bachelor’s degree, Food & Beverage or equivalent.
 Excellent Communication skills, verbal and written.
 With at least 10 years of work experience as Managing Director, Area Manager,
and Group Manager in Jollibee.
 Must be willing to do field work and store visits.

• Operations Director

The Director of Operations will oversee the day-to-day activities of the company, ensuring
that the organization is managed and performing efficiently and effectively.
List of Criteria:
Job Description of Operations Director
 Liaise with superiors to make decisions for operational activities and set strategic
goals.
 Plan and monitor the day-to-day running of the business to ensure smooth
progress.
 Supervise staff from different departments and provide constructive feedback.
 Regularly evaluate the efficiency of business procedures according to
organizational objectives and apply improvements.
 Manage procurement processes and coordinate material and resource allocation.
 Oversee customer support processes and organize them to enhance customer
satisfaction.
 Review financial information and adjust operational budgets to promote
profitability.
 Revise and/or formulate policies and promote their implementation.
 Manage relationships/agreements with external partners/vendors.
 Evaluate overall performance by gathering, analyzing, and interpreting data and
metrics.
 Ensure that the company runs with legality and conformity to established
regulations.

Required Skills/Abilities:
 Thorough understanding of practices, theories, and policies involved in business
and finance.
 Superior verbal and written communication and interpersonal skills.

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  Superior managerial and diplomacy skills.
 Extremely proficient in Microsoft Office Suite or related software.
 Excellent organizational skills and attention to detail.
 Excellent analytical, decision-making, and problem-solving skills.

Job Qualifications:
 Bachelor's degree in business administration or master’s degree in business
administration required.
 5+ years of experience managing a complex enterprise's human resources,
finances, operations, or strategies or Extensive and diversified background with at
least 10 years of related experience.
 Proven ability to manage budgets in a similar role.
 Proficient operational and financial acumen.

• Area Manager

The area manager directs the development of area-specific plans for sales and
profit growth and achievement of quality and people targets of existing restaurants in
alignment with district strategies. It oversees consistent interpretation, implementation,
and achievement of the plans. Acts as a consultant to GMs/Franchise Partners to
maximize sales and profits, and provide guidance on people, FSC, operations standards,
and brand equity standards.
List of Criteria
Job Description of Area Manager:
 Oversees the implementation of marketing (brand campaigns & trade promotions)
& channel initiatives at the area level.
 Conducts competitor studies in the area, analyzes the information and provides
recommendations to support sales growth and market share dominance of existing
restaurants.
 Ensures target achievement through cost management initiatives at the area level
 Analyzes, recommends, and executes improvement plans at the area level, as
applicable
 Ensures compliance with all standards and provisions

Job Qualifications:
 Bachelor's degree in Hotel and Restaurant Management, Business Management,
Marketing, or any business-related course.

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  At least 6 years of store operations management experience in the quick service
restaurant (QSR) industry.
 Preferably with experience in handling franchise operations
 Candidate must be willing to do fieldwork.
 Candidate must be willing to be assigned to Bacolod, Iloilo, and Cagayan de Oro
areas.

• Restaurant Manager

A Restaurant Manager, or Restaurant General Manager, is responsible for

overseeing the daily operations of a restaurant. He or she typically helps to hire, train,
and schedule staff to meet expected business demands. The restaurant manager also
sets standards for service and food quality and works with employees to see that these
are met. He or she will typically also work behind the scenes, performing such tasks as
handling purchasing, reconciling daily sales, and depositing restaurant receipts.
List of Criteria
Job Description of Area Manager:
 Their duties include hiring and training restaurant staff to follow company policies,
speaking with diners to address concerns or solve problems, and creating work
schedules for restaurant staff.
 Hire, train, and develop all restaurant staff.
 Create side work assignments and ensure completion with the wait staff.
 Organize and conduct pre-shift and departmental meetings daily.
 Maintain all reservation systems and books to accommodate business demands.
 Maintain schedules, payroll, and other administrative support to maintain food and
beverage cost controls and inventory.

Job Qualifications:
 Bachelor’s Degree preferably in Food, Hotel, and Restaurant Management or
Administration and/or any Business-Related course
 Three to four (3-4) years of leadership function in a service-oriented industry such
as retail, hotel, restaurant, or quick service restaurant, among others
 Demonstrates high customer management orientation, with the ability to make
decisions and take actions to ensure customer needs are met.
 People management capability in coaching, developing, and supervising a team.
 Knowledge of basic store operations, with the capability to assess operational
improvements, compliance to defined standards, sales, and profitability.

• Assistant Restaurant Manager (PSM & QSM)

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 The Assistant Restaurant Manager (ARM) helps the Restaurant Manager (RM) in
achieving sales targets by recommending promotional activities for Packaged Programs
to support the sales strategy designed by the RM. Responsibilities also include assisting
in the effective implementation of the store's programs.
List of Criteria
Job Description of Area Manager:
 Reports to the Restaurant Manager, Operations Management Trainee assists in
the achievement of the overall Store Business Objectives specifically in the:
 Implementation and assurance of compliance on Food, Safety and Cleanliness
Programs for the assigned area.
 Day-to-day operations effectiveness of Dine-In and Take-Home Sales Services;
Ensures customers’ needs are attended to promptly.
 Sales building initiatives by providing leadership support to Restaurant Manager
through client business relations for assigned institutional accounts and customer
engagement.
 Assessment of opportunities in operations and cost management to ensure sales
and growth targets are met, if not exceeded.
 Workforce management of the assigned store, which includes manpower planning,
hiring and orientation/certification of new members in the team, managing of
schedule and shifts.
 Implementation of other store administrative activities necessary to carry out the
business such as but not limited to office organization, securing of government
permits and Store Reports Preparation, and programs such as Store Safety.

Job Qualifications:
 Bachelor’s Degree preferably of Food, Hotel and Restaurant Management or
Administration and/or any Business-Related course.
 One to two (1-2) years of leadership function in a service-oriented industry such as
retail, hotel, restaurant, or quick service restaurant, among others
 Demonstrates high customer management orientation, with ability to make
decisions and take actions to ensure customer needs are met
 People management capability in coaching, developing, and supervising a team.
 Knowledge on basic store operations, with capability to assess operational
improvements, compliance to defined standards, sales, and profitability.

• Regular Crew

Crew members work in assigned areas (or stations) either preparing food in the
kitchen and/or serving customers at the front counter through the ordering process. Crew

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member job duties include but not limited to cooking food, preparing other menu items
and ingredients, operating a cash register, running the drive-thru, , cleaning the
restaurant, and completing other assigned tasks.
List of Criteria
Job Description of Regular Crew:
 Perform food production duties or serve customers at the cash register following
standard operating procedures.
 Ensure operations excellence by adhering to the systems and standards of the
store.
 Maintain a clean and organized workstation and ensures a clean guest area.
 Assist in the delivery and monitoring of quality products by checking product shelf-
life, product temperature, equipment assembly and temperature setting.
 Operate equipment following standard procedures, assists in some preventive
maintenance and repairs in the work area to ensure continuity and efficiency of
use.
 Understand, follow, and practice adherence to company policies, workplace safety
standards, First In-First Out (FIFO) stock rotation, follows and promotes Food
Safety practices, cleanliness and sanitation and good housekeeping practices.
 Report workplace problems and concerns (i.e., damaged, or spoiled food items) to
the supervisor on duty. Takes instructions and follows identified interim,
preventive, and contingent actions set by the store management team.
 Assist in the proper receiving, handling, storage and preparation of food and
packaging materials.
 Abide and follows all rules and regulations as set forth in the Employee Handbook

Job Qualifications:
 Education, Training, Experience
 Minimum of two years high school education
 1 year of crew member experience in a similar industry
 Bona Fide Occupational Qualifications (Required Training, License and
Certification)
 Food Safety training from an ANSI approved food safety training provider (as
required by Federal, State, County or City Laws and Food Code Regulations)
 Food Handler Certification or equivalent
 Essential Competencies: Knowledge, Skills, Abilities
 Technical Competencies
 Food Safety Knowledge
 Food Production Knowledge
 Customer Service

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  Equipment Operation
 Safety in Workplace Knowledge
 Effective Communication

III. Below is the Roster plan bases on the organizational chart

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IV. Sources/References

https://ph.joblum.com/job/franchising-officer/457794
https://ph.joblum.com/job/managing-director-jollibee-and-chowking/1937177
https://www.shrm.org/resourcesandtools/tools-and-samples/job-
descriptions/pages/director-of-
operations.aspx#:~:text=Reviews%2C%20analyzes%2C%20and%20evaluates%20busi
ness,by%20departmental%20and%20company%20leadership.
https://www.careers-page.com/jollibee-foods-
corporation/job/QW3WYX96#:~:text=About%20the%20job%20Area%20Manager%20(V
isayas%20%26%20Mindanao)&text=Directs%20the%20development%20of%20area,an
d%20achievement%20of%20the%20plans.
https://www.payscale.com/research/PH/Job=Restaurant_Manager/Salary/a5fd3cb1/Jolli
bee-Foods-Corporation
https://www.careers-page.com/jollibee-foods-corporation/job/L5WR3V85
https://ph.joblum.com/job/assistant-restaurant-manager-isabela-jollibee/660806

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