How Rensol Stepped in and Solved a Conflict between an OFW and a Local Worker: A Case Study

Case Study - Oil Company

Client Problem: A worker deployed by Rensol and a Local Worker gets into Physical Altercation

  • Filipino worker catches into an altercation with a local worker after an alleged maltreatment by the latter.
  • Employer sends incident report to Rensol and requests for help to defuse the situation.

Rensol’s Solution: Detailed Investigation, Proper Communication and Fact Driven Claims

  • Rensol dives in deeply into the investigation about the incident.
  • Rensol sends findings and recommendations to client company.

Misunderstandings and altercations are not rare things in the working community, RENSOL and with our above and beyond service as a Philippine recruitment agency guarantees to resolve such kind of incident if it involves our deployed employees fairly. While workplace violence is something intolerable yet manageable, it is a special form of bullying and harassment that could inflict damaging effect to productivity and reputation of a company.

Case on Point: Easing Up the Air in the Construction Site

A physical altercation between a Filipino worker and a local employee resulted to minor injuries to the latter. Being a serious incident, this was quickly addressed by the employer’s administration by sanctioning both parties. The Filipino worker claimed that he was treated unfairly by his co-workers and was only forced to get into a physical quarrel.

After Rensol Recruitment came into knowledge about the confrontation, the agency intervened and helped the client to come up with fair and unbiased decision.

Based on a separate investigation conducted by Rensol, with key eye witnesses from the construction site where one-third of workers were Filipinos, it was found that the deployed employee experienced bullying and discrimination in the workplace. The clash started when a group of local workers staged a prank to make fool of him. The OFW, who has already lost his cool, fought back out of too much embarrassment.

These findings were submitted to the client along with prior recommendation on how to resolve the bigger problem in their construction site, bullying and discrimination. Local workers involved in the prank were suspended as disciplinary action while the Filipino worker was given protection against site’s bullies.

Rensol Intervention

As a Philippine Partner Recruitment Agency which values ethical recruitment at the forefront, Rensol made it possible to positively impact both the employer and the employee in the most non-intrusive way possible. Investigation was conducted in a thorough and swift manner resulting in the confirmation of the worker’s claim to be true and factual.

Rensol made sure that the results were brought to the attention of the employer to assure that there will be no biases in their decisions and to defuse any chance of a legal battle between both parties.

After this incident, both Rensol Recruitment and the employer agreed to have stricter policies in their course of action towards these kinds of events, where the client agreed to keep a closer eye on their expats if they’re being treated unfairly by their co-workers.

Rensol Recruitment is unique compared to our industry counterparts in the Philippines as our terms of service does not end after deployment of our candidates, we go above and beyond the limits of our service agreement and make sure to keep an eye on them within the course of their work overseas.

ABOUT THE COMPANY: Rensol Recruitment and Consulting, Inc. is the fastest growing recruitment agency in The Philippines. A career consultant that aims to go above and beyond the level of expectations of both the aspirations of the candidates and the dream team standards of employers through providing exceptional opportunities and unparalleled quality-driven recruitment services.

 

How Rensol Answered Hospitality Employer’s Problem on Underperforming Workers due to Excessive Internet Use: A Case Study

Case Study - Oil Company

Client Problem: Restaurant owner complains of deployed employees exhibiting habitual neglect of duty with excessive internet use during work hours

  • A restaurant owner complained a bulk of new employees from the Philippines working for his Mediterranean restaurant chain who are using the internet excessively during work hours.
  • A customer shared on social media her awful experience on the said restaurant, claiming that its workers were busily using their phone instead of accommodating their customers efficiently.
  • The said post went viral online and gained bad reviews. Restaurant sales fluctuated dramatically.

RENSOL’s Solution: Disciplinary Action / Recommendation / Assessment of Internet Behavior

  • Workers were reprimanded and were given a memo to refrain from using any gadget during working hours.
  • The agency sent recommendations on how to manage internet behavior in their workplace based on company’s standards on talent management.
  • Screening of candidates for hospitality services started to include assessment on their internet behavior and background check on social media activity.

Excessive internet usage is a form of underperformance for taking wages to work employees didn’t render. The parameters of excessiveness may vary, but basically, internet usage are lost hours and is categorizable as “time theft.” This essentially leads to potential loss of productivity and a detrimental effect to customer service.

After all, Internet access in the workplace is only a privilege but never a right to exploit.

Case on Point: A Tasty Course of Action for a Restaurant Chain

A viral post involved a customer of a big restaurant chain in the Mediterranean who complained about inefficient service after waiting for more than an hour for the meal of her kids.  After the long wait, they surprisingly received the wrong order because their request was apparently not available all the while. The confrontation scene was recorded by another customer and was shared on various social networking sites and eventually, made rounds online.

This had generated bad reviews for the restaurant and had even landed on the local news. The publicity caused serious damage to their reputation that took them over a quarter to recover.

The customer in the said video was wailing over staff members of the restaurant who are frequently checking on their smartphones while at work. She claimed that they are not accommodating, and they are spending most of their time on their phone rather than attending to their customers.

Because of shortage in manpower and increasing demand at work, the restaurant could neither suspend nor dismiss them. The company sought the help of Rensol, the partner recruitment agency in The Philippines, for necessary course of actions to be taken.

Rensol Intervention

Reprimanded workers were lucky that there is no existing policy on internet usage in the said restaurant. Dismissal is to no avail as it will be unfair for the employees due to lack of regulation. In lieu with that, Rensol responded by:

  1. Issuing all concerned workers a memo that they could no longer use any gadget during working hours, except for mid-breaks and that they should abide by the new rules regarding internet usage that will be imposed by the company. Failure to follow the said warning guaranteed sanctions from the recruitment agency via The Philippine Labor Laws which may affect their future participation to overseas employment program.
  2. Rensol discouraged the client to terminate their workers because they believe that this pose a culture of fear in their workplace that might affect their productivity. The partner recruitment agency helped the restaurant chain to craft clear policies and measures to rehabilitate negative behaviors, which is more cost- effective.
  3. Hospitality recruiters of Rensol started to deliberately ask candidates’ internet behavior as part of assessment. Internet misuse tendencies are easily detectable during the recruitment process. We also include background check on their social media accounts to know how frequent and how long do they spend surfing online. This way, we can easily screen out those who are potential internet abusers.

The role played by Rensol as a partner Philippine recruitment agency for the Mediterranean restaurant chain is a crucial intervention to accommodate employee and employer internet concerns. Rensol, in this case, served as a critical link to abridge the gap between two parties with regards to their needs and culture. This role may have been beyond their mandate to just provide manpower, but with their dedication to foster good relationship with their global partners and their consistent liability to all their deployed employees, Rensol managed this case ethically and efficiently, with their strong expertise in talent management.

ABOUT THE COMPANY: Rensol Recruitment and Consulting, Inc. is the fastest growing recruitment agency in The Philippines. A career consultant that aims to go above and beyond the level of expectations of both the aspirations of the candidates and the dream team standards of employers through providing exceptional opportunities and unparalleled quality-driven recruitment services.

 

How Rensol Solved an Employee Theft Incident for a Hospitality Customer: A Case Study

Case Study - Oil Company

Client Problem: Hospitality staff caught stealing from hotel guest’s luggage.

  • Filipino bellboy opened a luggage when guest was away, and the guest complained of missing jewelries.
  • He was caught on CCTV and the footage of the incident was uploaded on social media.
  • The video scandal made rounds online swiftly.

 RENSOL’s Solution: Investigation, Disciplinary Action, Intensive Background Checking

  • Rensol Recruitment imposed disciplinary action toward the accused employee as provided in Art. 145 of the Revised Philippine Overseas Employment Administration Rules and Regulations Governing the Recruitment and Employment of Land- based Overseas Filipino Workers of 2016.
  • The Philippine Partner Recruitment Agency employed a more intensive background check and rigorous character referencing in screening candidates for hotel and restaurant sites moving forward.

Theft in hospitality is not uncommon. It is not as rampant as we think but it is not also an isolated case to ignore. While the nature of the industry makes it more prone to opportunities of stealing from guests, honesty and integrity are still expected among hotel employees.

Case on Point: Resolution given for a Travel Hotspot

A Filipino bellman of a famous hotel and resort in the Middle East got sacked after having caught stealing jewelries from a guest’s luggage. CCTV footages showed that he opened her luggage while the guest was away. The accused didn’t plead no contest to charges of stealing as all evidences prodded him. He confessed that he was forced to steal from the guest because of his father who got ill. He pawned the jewelries he stole and sent the money to his family in the Philippines.

Unfortunately, a copy of the CCTV was uploaded online, and it became viral on different social media sites. As much as the hotel valued the service of the Filipino bellboy, who has been a reliable and trustworthy employee for more than three years, they can’t just tolerate the damage that the incident has caused their reputation as a major tourism destination.

It is good that the accuser didn’t push through sending the employee to jail but was only terminated and repatriated to save the company from further embarrassment.

Rensol Intervention

As their global partner recruitment agency in The Philippines, Rensol assures that their partnership does not end with just providing the principal a competitive manpower. They are guaranteed with a friend and a defender in times of need and serious crises. That is how they build lasting relationships. As soon as Rensol received the incident report, it was acted upon accordingly even if it was above and beyond their mandate as a recruitment agency.

Rensol made the proper intervention to manage the case.

  1. Upon receiving the report, Rensol coordinated with the hotel, the aggrieved party, and the accused to follow the progress of the investigation and the decision on penalties to be charged. They assisted the hotel with their best practices in crisis management and employed necessary measures to settle the dispute peacefully.
  2. Upon repatriation, The Philippine partner recruitment agency temporarily disqualified the dismissed employee to participate in any overseas employment program from the agency for a year as a standard disciplinary measure.

Employee theft in hospitality services can only be prevented by hiring people on whom employers can trust. A hospitality recruitment agency should have the best practices on pre-screening candidates, which includes an ethical system of backgrounding.

Aside from strictly seeking for clearance from the National Bureau of Investigations, Rensol conducts intensive reference check among every candidate before referring them to any client. By checking each applicant’s criminal backgrounds, they systematically eliminate culprits from their pool of potential hires. They also require each to have valid character references to counter check their academic background, professional track record, and even family history.

Rensol is also one of the very few recruitment agencies out of more than a thousand in the Philippines who can conduct their own Pre-departure Orientation Seminar (PDOS) where workers will be oriented on prior consequences of misconducts like theft.

ABOUT THE COMPANY: Rensol Recruitment and Consulting, Inc. is the fastest growing recruitment agency in The Philippines. A career consultant that aims to go above and beyond the level of expectations of both the aspirations of the candidates and the dream team standards of employers through providing exceptional opportunities and unparalleled quality-driven recruitment services.

 

How Rensol helped a Retail Customer resolve an Overtime Pay Dispute: A Case Study

Case Study - Oil Company

Client Problem: Former Workers Seek Overtime Pay for Work Hours They Never Rendered

  • Groups formed at Employer Site before end of contract
  • Former workers complained about alleged non-payment of overtime pay of previous employer.

RENSOL’s Solution: Proper Coordination and Problem Solving for the Client

  • Rensol intervened by getting individual sides of both parties regarding the issue.
  • The partner Philippine Recruitment Agency worked on proof using official time sheets and pay slips.
  • Rensol resolved the issue satisfactorily for the client, who was very happy with the resolution and said “More than a recruitment partner, we found new friends at Rensol. We felt their genuine care mediating between us and the complainants and their actions led to the speedy resolution of the problem.”

It’s normal for Rensol Recruitment, a leading reputable recruitment agency in The Philippines to encounter problems the employer faces, and solve these problems keep client and worker satisfaction in mind.

Case on Point: Dispute solved for a Retail Giant

Former employees of a retail giant in the middle east who had their contracts ended and were already sent back to The Philippines petitioned for non-payment of overtime. Their complaint was raised to The Philippine Overseas Employment Administration (POEA) which had threatened the retail company’s accreditation and reputation before the administration. Being the distinguished and high-principled employer that they are, the retail client is apprehensive of the ill-effects this issue might cause them.  It may harm all their existing contracts and future projects. They also had to face penalties that will be sanctioned by the government in lieu of the alleged damages imposed by their former employees.

Retail client sought Rensol Recruitment’s help to address the Filipino workers’ issue. It’s outside of the agreement signed by Rensol and the Retail principal, however, they went by their above and beyond commitment to their partner and intervened.

Rensol made the proper intervention to address the grievances of both parties.

  1. a) Rensol coordinated with the two parties by means of phone calls, Skype Video Calls, and personal visits to consolidate the opposite sides.
  2. b) Rensol investigated on what really transpired by counterchecking time sheets and pay slips to verify each other’s claims.

Apparently, no paper trails could back up what the two complainants had been appealing. By working on proof, Rensol discovered that there is really no overtime job rendered and the company has no monetary obligations pending for both of their former workers.

RENSOL Intervention

In cases when an Overseas Filipino Worker (OFW) is still under a contract, mediation or conciliation will be conducted between the company and the employee with the Department of Labor and Employment’s (DOLE) labor attaché or Overseas Workers Welfare Administration’s (OWWA) welfare officer. Discussion regarding the complaint and finding an amicable and mutually-acceptable solution will be concluded. This doesn’t need to go as far as a legal battle or worse, repatriation.

In the given case where the two employees have already gone home for over two months, a mediation was made between the employees and the employer with the intervention of the POEA and with Rensol, the partner recruitment agency. This case may have been above the agency’s jurisdiction already, but with their promise to serve their partners even beyond the limitations of their service agreement, Rensol intervened and took the necessary course of action accordingly.

Rensol is as equal protecting their clients from abuses like this. Abiding with due processes, they successfully settled the dispute between the parties, assuring that every right has been protected.

ABOUT THE COMPANY: Rensol Recruitment and Consulting, Inc. is the fastest growing recruitment agency in The Philippines. A career consultant that aims to go above and beyond the level of expectations of both the aspirations of the candidates and the dream team standards of employers through providing exceptional opportunities and unparalleled quality-driven recruitment services.