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How Rensol Disciplined a Bartender who was Causing Major Shrinkage in a Wine and Dine Business in Oman: A Case Study

Case Study - Oil Company

Client Problem: Bartender Reported to Cause Major Inventory Shrinkage for Alleged Employee Theft

  • Omani Bar owner notices great shrinkage on his liquor inventory.
  • A waiter reported an alleged employee theft by a bartender before the owner with eyewitness accounts.
  • The Omani employer has no idea how to reprimand the bartender’s different form of theft.

Rensol’s Solution: Provide HR Solutions, Investigation Assistance, Disciplinary Action

  • Prior to the assistance sought by the bar owner, the partner Philippine recruitment agency recommended an investigation with respect to the right to privacy and respect for reputation.
  • Upon confirmation, Rensol assisted the Omani employer in reprimanding the bartender, and in imposing a just disciplinary action against the accused employee as provided in Art. 145 of the Revised POEA Rules and Regulations Governing the Recruitment and Employment of Land-based Overseas Filipino Workers of 2016.

For bar and restaurants, theft doesn’t just involve sneaking out of stocks outside an establishment’s premises, a simple free drink to a friend is already theft, and when it becomes a habitual practice from one of your staff, it may result to a greater dilemma of inventory shrinkage.

As for bar owners, a bartender could steal from you in various ways even if not resorting to bagging of liquor inside their boots. These various ways are the undetectable ones and if left ignored over time, it could be a crippling financial loss that may hurt your business.

Shrinkage is the mismatch between the actual inventory and net sales that is primarily due to employee theft or fraud. Even with the most skilled and most loved bartender in your bar, one may commit the kind of theft you will never expect.

Case in Point: Just Drink Don’t Sink

An Omani bar owner has been suffering great financial loss for a few months due to an apparent inventory shrinkage for a reason he can’t identify. Based on a surveillance camera, there is no sneaking out of bottles that had transpired. He has been totally clueless on how imbalance on sales and inventory happened until a waiter came out in the open to tell what he has been seeing for a long time.

The bartender hired from the Philippines was alleged to be stealing from him in an odd way. Based on eyewitness accounts of the waiter, the Filipino bartender has this crazy tactic in order to pocket cash and to have extra income from customers. He said that the bartender dilutes water to shots of liquor served to produce more shots out of it. He substitutes a lower brand of liquor for an order of premium liquor shots, he shrinks servings into two shot glasses, and he even brings his own bottles of liquor to be served.

The bar owner was shocked that this kind of misbehavior contributed greatly to the bar’s financial status. He has entirely no idea on how to classify this kind of theft and on how to solve issues like this in his workplace. With claims he had received from the waiter, he sought Rensol’s expertise on what to do next to the employee the agency has deployed.

Rensol’ Intervention

Rensol believes that in cases like this, the employer should take note of due processes and an employee’s right to privacy and respect for his reputation.

Rensol recommended conducting an investigation via surveillance. Rensol asked him to send some assets to observe their foreign bartender. This type of surveillance does not violate the employee’s right to privacy as its workplace is a public place. It was done for a couple of nights to ensure that the integrity of the employee was protected against intrusive investigation or wrongful accusation.

It was confirmed that the bartender has been robbing the bar blindly night in and night out. The staff committed a willful breach of trust and confidence against his bar employer. Such acts of dishonesty or fraud may not be sanctionable directly to dismissal, the ultimate of all penalties, but a just disciplinary action would already suffice.

It may not be Rensol’s responsibility to reprimand deployed employees but the agency guided the bar owner with principles of proportionality to take the bartender’s conduct into account. Rensol assisted in discussing the problem with the bar staff. With an evident expression of remorse from the bartender, the owner was convinced to reprimand him only with a justifiable suspension for a week without pay.

With Rensol’s above and beyond promise to all our clients, we assure them that problems like this will be resolved hand in hand with our established best practices in human resource management and consulting.

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 Filipinos Stabilize the Talent Imbalance in the Global Hospitality Industry

The demand for hospitality services has grown bigger as millennials, the wanderlust generation, conquered one-third of the world’s hotel guests and may reach 50 percent by 2020. Meanwhile, this increase in the global consumer trend hasn’t corresponded with the level of competency of the hospitality workforce. In a report by the Food Service Consultants Society International (FCSI), hospitality, despite being a people industry, unfortunately, lacks the right people for the right skill set.

 

Crisis on Human Capital

Talent imbalance is the lack of candidates, lack of experience, or the lack of skills or technical capabilities among candidates. Tagged as a crisis on human capital, it has become one of the biggest challenges facing the recruitment of hospitality talents.

This problem was associated with recruitment professionals to the relatively low career attractiveness of this industry. This roots from the usual remote geographical locations of travel hotspots, the stereotyping for being an industry for low skilled workers with low compensation, demanding working hours, gender-biased vacancies, and zero career growth.

With this, the escalation on hard-to-fill vacancies lead to poor customer service, increase costs in hospitality service, and worse, decreasing profits. This acute impact impelled many companies to employ candidates with little experience to no qualifications at all.

 

Traditional Hospitality at its Best

The international hospitality industry has been long suffering from an under-skilled labor force based on FCSI’s Taste of Society 2020 Report. The struggle of matching talent’s competitiveness to the necessity of the current market has been a crisis being ignored.

Many companies, including the government, invested most of their resources to infrastructure to enrich tourism, however, they have downplayed the need for human capital that will arise from such upgrades. Some resorted to automation and other technological advancements to cover up lack of manpower, but at the end of the day, traditional hospitality is still unsurpassed.

A people industry highly-depends on quality people to efficiently provide a quality service. This industry should realize that manpower is not an additional cost but an investment to improve your package. Your company should not just be a tourist destination, but a talent destination, as well.

 

Strategic Hospitality Recruitment

Talent imbalances were anticipated to elevate the need for global talents. Various developments in tourism had generated millions of jobs and the challenge of filling it with the most qualified talents has been competitive, too. Hospitality recruitment agencies should be strategic in employing approaches geared towards talent attraction.

The Philippines, specifically, is one of the World’s top source of globally-competitive workers. Hospitality is an innate value among Filipinos and the industry dedicated to it is something these people are already passionate about. That is why Fortune 500 companies have Filipinos in their top choices for skilled professionals. Their brand of hospitality is innate and world-famous.

Rensol believes that world-class recruitment practices and innovative approaches in talent acquisition will significantly help your company to address talent imbalances in your workplace and to essentially attract the best candidate for your vacancies.

Seasoned recruiters will always have an eye for star performers. Learn more of our best practices in talent acquisition and let us collaborate to achieve your business goals.

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.

An Absolute Load of Shift – Importing Skilled Workers to Fill in the Local Employment Gap

There is a shift occurring in the Middle East business world, especially for the retail and hospitality industries, that all companies need to take into consideration as they move forward. As Generation X move towards retirement and a less cumbersome lifestyle, more jobs will open for millennials. In addition to this generational shift, the retail and hospitality industries are growing and booming, so there are even more job positions to fill. The problem lies in the lack of millennials in the Middle East region moving in to fill these jobs. Typically, it seems that today’s generation leans towards white collar jobs, whereas Gen-X was more on the blue-collar jobs.

With this in mind, all Retail and Hospitality companies in the region need to focus on finding the appropriate people for the upcoming vacancies. Since there is a shortage of talents in the local population, it is high time for MENA Retail and MENA Hospitality to get skilled workers elsewhere. Incidentally, countries in the Asia Pacific, specifically, the Philippines has proven to be a gold mine for talents.

Now, these industries in the Philippines are big but not as successful and prosperous as their Middle Eastern counterparts. Therefore, a lot of talents who specializes in these fields and have a considerable amount of experience either wait for local opportunities in their field of expertise that might not arrive or chooses to work in a completely different field. Hence, they are wasted. Fortunately, there are a number of reputable partner recruitment agencies in the Philippines such as Rensol Recruitment and Consulting, Inc. who can find and are able to source these talents on stand-by and deploy them to the companies needing their service.

Ultimately, if these two industries in the region want to fill the gap in workers, they need to update themselves and come to terms with the talent acquisition trade of this age. Overseas recruitment is a must. The way of hiring and staffing must be updated.

It is due season for the retail and hospitality industries to catch up with the next generation of workers.

Contact us to learn more about our capabilities, and how we can work together to meet your employment needs.

Rensol Recruitment & Consulting
Email: [email protected]
Phone: +63 2 931-0968
Website: https://rensol.com/

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.