HIGH RIDGE RESTAURANT

Overview

High Ridge Restaurant is a restaurant with a panoramic view from the

top of the City of Golden Friendship, Cagayan de Oro City, Misamis

Oriental. The store reopened its operations to the public last December 17,

2014 after being shut down because of “zoning violations”. It is operated by

the DEU818 Corporation, together with its other stores: various Dear

Manok branches around Northern Mindanao.

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 High Ridge Restaurant is located in the hilltop of Aluba, Upper

Macasandig, Cagayan de Oro

City, giving its customers the

best panoramic view of

Cagayan de Oro City,

especially at night. The store

opens from 4 o’clock in the

afternoon and closes at 12

o’clock in midnight.

There are no public transportation

routes available in the area. Aside

from private vehicles, customers

could either hire a taxi or “habal-

habal” to get to the restaurant. The

restaurant also offers “Free Shuttle

Ride” to its customers with a

minimum of 10 pax with its

schedule of pick-up: 5:30PM &

Google Map from Divisoria, Cagayan de Oro City
7:30PM, and drop-off time: 9:00PM

Brgy. Macasandig Covered Court, in

front of Corpus Christi High School.

The restaurant has an entrance fee of P100.00 which can be

consumed inside the store. Their food and drinks prices range from P55.00

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to P400.00. They offer a variety of dishes from appetizers, entrees, to

sharing treats and platters. The restaurant served pork-conscious dishes

especially to our Muslim and vegetarian brothers and sisters.

Few of their best dishes are the Baby-Back Ribs, Roasted Chicken,

Fried Chicken, Sinuglaw, Crispy Pata, Seafood Platters, and many more.

Aside from the dishes, they also offer scrumptious desserts with their High

Ridge Halo-halo, Mango Square, Chocolava Cake, Walnut Brownies, and

Cheesecakes. They also serve drinks, light beers, and wines.

Facilities

The area of High Ridge Restaurant is spacious. It is spacious enough

to allow an area of free parking for the customers and it could accommodate

approximately 100 vehicles.

Alfresco Area

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 Inside the restaurant proper, they have an alfresco area where it is an

open space area. You could observe the city more closely while dining in this

area. However, the restaurant has a ‘Pay as you order’ policy if you opt to

dine in the alfresco area. They practice this policy to prevent customer walk-

out incidents where customers would disappear without paying their bill

especially if the restaurant operations are busy. They strictly implement this

policy and give more effort to monitor the alfresco area considering the area

is bigger than the dining area.

They also have two functions rooms available for events and meetings.

These function rooms are adjoining rooms where it could flip the divider for

a bigger function room for bigger events.

Function Room 1

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 One facility that gives a great impression to every customer is the

toilet, its cleanliness, and smell. High Ridge restaurant offers clean and

well-maintained toilet facilities to its customers.

Functions and Events

Few people dream to take their wedding vows or celebrate

Thanksgiving with a great view from the top. High Ridge Restaurant also

cater functions for birthdays, weddings, meetings, conventions, reunion,

and more. For functions, the client could opt for preferred time for their

events. They could offer snacks for PhP200 per person, and buffet, lunch or

dinner, for PhP400 per person.

Wedding Function

Inclusive of the function offered are the venue, sound system, tables,

and chairs set up. The restaurant also allows food from outside but with a

minimum fee. With the function halls, dining area, and alfresco area, the

restaurant could cater 700 to 750 people for exclusive events.

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Employees

Aside from the delectable food and the panoramic view the restaurant

could offer, they also have a great team that would accommodate during the

stay of their customers.

Most members of their team are from Cagayan de Oro City and nearby

municipalities. They accept members of at least 18 years old, with

experience in the food industry, regardless of their educational attainment.

For the employees to be equipped with skills relevant to serving the

customers, the company’s operations manager organizes WOW! training

before they are fully deployed in the store. Even after deployment, DEU818

Corporation conducts pieces trainings twice a year to update and improve

their employee’s skills and abilities. They invested in these activities

because they want to equip their employees with exemplary skills with a

heart on customer service.

To create a congenial working environment, the company also

conducts teambuilding activities among its members. Every quarter, the

management will hold general meetings to update the team members about

the status of the stores, few reminders for the members, and to give

recognition to employees who render outstanding service to the

organization.

As much as they want to lessen the turnover rate of their employees,

they want to retain employees by offering good benefits and fair wages.

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Aside from providing proper wage and wage benefits, and other employee

rights, the company also strictly implementing the regularization of

employees even before the Executive Order No. 51 s. 2018 on signed by our

President.

During the probationary period, employees are given the opportunity

to familiarize the company policies, standard practices, and procedures.

During this period, the company allows the staff to demonstrate their

abilities effectively and efficiently. A month before the end of probationary

period, the restaurant manager and junior managers would evaluate the

performance of the staff since they started working if they consistently

demonstrate behavior in accordance with the company policies, effectively

and efficiently perform their duties and responsibilities as a member of the

team in accordance to the standard practices and procedures of the store,

grooming, attendance, and attitude during operations. With the results of

the evaluation, the managers would recommend the employees for

regularization or end the job contract.

Considering their employees as an asset of their company, they gave

employees the privilege of a convenient annual medical check-up. Though

the medical check-up isn’t free, the employees are given the convenience to

be in one place for the check-up, and avoid the long queues in various

health centers and hospitals. They are also given the possibility to pay the

medical check-up fee as a deduction for two paydays.

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 For the regular managers, restaurant and junior managers, they are

given the privilege of health insurance, Maxicare. The payment of premiums

is split by the company and the respective managers by half.

Management

High Ridge restaurant organizational

structure composed of the restaurant

manager, junior managers, management

trainees, team leaders, station leaders,

and crew. The restaurant manager

oversees the overall operations as well as

the monthly consolidated financial and

non-financial reports needed by the

upper management. To closely monitor

Management Team of High Ridge
the daily operations in the store, the

junior managers with the management trainees oversee the floor. The junior

managers and management trainee also helps the restaurant manager in

the delegation of duties, especially on daily operations.

The junior managers and management trainees also have their own

respective monthly reports and weekly monitoring aside from the daily

operations in the store. These are the reports to be consolidated by the

restaurant manager.

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 Their administrative services are handled by a separate administrative

department with their office in the Dear Manok Tiano Branch. This

administrative department handles the High Ridge Restaurant and Dear

Manok branches within Cagayan de Oro City.

Financial Management

As graduate students of business management, one thing that we are

curious about was about the sales and the financial management of the

restaurant, and how it is for a restaurant above the city to cope up with

expenses despite the challenges it had faced.

One question was about the sales of the restaurant which was

acknowledged to be confidential. Though classified, it has been ensured that

the sales and profit of the company are adequate enough to cover all

mandatory expenses of the store. Nevertheless, it is the initiative of the High

Ridge restaurant management to cut expenses without compromising the

quality of food and service it offers. These expenses are those the

management can control such as the labor expenses, utility expenses, and

others. These expenses are reduced through the early closing of operations

especially in the most off-peak seasons and closing the store during the

heaviest rains or storm, which would minimize the mandatory expenses.

It has also been discussed during the session about the cash

management of the establishment where there is less security on the

handling of cash. During operations, an unknown management team

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member is assigned to be the cash custodian, with the responsibility of

retrieving the cash from the Dear Manok branch office, monitoring the cash

before and after the operations, and transport the cash back to the office.

Though less secured, it has been assured by the management that their

standards of cash management are safe and it avoids internal conflict

among the team of High Ridge restaurant.

Marketing

There are various marketing strategies for a company like High Ridge

Restaurant to promote their products and promos. These activities are

handled by their Marketing Officer who takes charge of every marketing

effort for the restaurant.

The restaurant adopts online marketing strategy in which they post

their newly launched products, incoming events, promote their menu, and

many more. They utilize the platform of Facebook and Instagram to reach

out their current and possible customers.

Official Facebook Page of High Ridge @HighRidgeOfficial

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 The restaurant also celebrates different holidays and events, i.e.,

Mother’s Day, Father’s Day, Graduation, Christmas, New Year, Higalaay

Festival, and other holidays. During this seasonal days, the restaurant

would offer various activities that would attract more customers. Like the

previous Higalaay Festival of Cagayan de Oro City, the restaurant

entertained their customers by a free live band.

As a tourist spot destination, there are a few travel and tour agencies

that made High Ridge as one of the destinations in their tours. As a

privilege, High Ridge Restaurant grant discounts to the travel and tour

agencies when they book function events. They would give five (5) pax free-

of-charge if the agency would book more than 50 people, otherwise, they

would grant 10% discount on meals.

Official Instagram Account

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 The restaurant also relies on one of the most effective forms of

promotion, the word of mouth of its satisfied customers. Through their

breathtaking cityscape view over the hills, sumptuous foods and great

customer service, they much relied on the recommendation of their

customer satisfied with their services and food, and are amazed by the view.

Corporate Social Responsibility

Developing a positive relationship to the society in which they operate

is crucial to the business as it creates a positive reputation in the

community. It also gives boost financial performance since customers will

be loyal to the business. High Ridge Restaurant practice the concept of

corporate social responsibility (CSR) through giving priority to employees in

the nearby areas. Nearly all of its employees are residents of nearby areas

from the city of Cagayan de Oro to Bukidnon.

Competitors and Competitive Advantage

As known to be a restaurant with panoramic view of the bustling city

of Cagayan de Oro, it still has competitors in its industry, Sierra del

Oro/Hugo and Ultrawinds, which offers more to the customers. Still, a lot of

customers chose to return to High Ridge Restaurant when they want to

relax and escape the busy streets of Cagayan de Oro City. High Ridge

Restaurant believes that their competitive advantage over their competitors

is their location, products, and customer service.

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 Their location is more accessible for the customers compared to their

competitors. It is only a 15-minute ride from the city proper with a private-

owned vehicle/motorcycle. Though it may be difficult for other customers to

reach the store without their own vehicle, with the initiative of the High

Ridge Management, they offer free shuttle ride for a minimum of 10

customers which they could be picked-up in the Corpus Christi High School

in Barangay Macasandig. This is one of their remarkable strategy to offer for

their valued customers since their road is currently being improved with the

initiative of our government, from a very rocky road to concrete road thus

giving customers easier travel up to the store. Aside from the accessibility,

their view of the city is their prime advantage over their other competitors.

In their dining area and the alfresco area, the view of the city is 180 degrees.

Their products are also believed to be their edge over their

competitors. High Ridge Restaurant offers the best quality food products

which they continuously improve to make it more distinct from other

restaurants within the city. Their products are offered at the most affordable

prices which is convenient to all types of customers that will visit in the

restaurant.

Nearly all customers would love an exceptional customer service on

establishments, especially those who offer food and services. High Ridge

Restaurant considers their exceptional customer service to be one of their

competitive advantage in their industry. They have skilled team members

and managers that would accommodate their customers and give

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unforgettable dining experience in their restaurant. They are approachable

and they have the heart to give the best customer service.

Waste Management

Cleanliness is one of the most important aspects of every food

establishment. High Ridge Restaurant strictly observe proper waste

management within their store and area. They properly segregate their

waste and garbage into its proper bins. Every day, at 8:00A.M., a designated

staff is tasked to dispose of these wastes to Kala-kala, Baranagay

Macasandig, an area where garbage and wastes are properly disposed.

Future Plans

Planning for future development and improvements is necessary for

every business to achieve their vision as a restaurant. Planning considers

various projects and ideas that are feasible, and to gain superiority within

their industry. DEU818 Corporation management has various projects of

improving the restaurant’s venue and facilities as few of their concerns for

the long-term plans of High Ridge Restaurant. One of their plans is to

transform High Ridge Restaurant into a resort someday by offering a

swimming pool and rooms for accommodations. Currently, the management

is overseeing the construction of the swimming pool below the restaurant.

Surely, this attraction to the store would add value to the restaurant once

the construction is done.

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Ongoing construction of High Ridge Swimming Pool

CHALLENGES AND FEATS

Weather

A restaurant with the panoramic view in an open space is very

attracting to tourists. Yet, one of the greatest challenges of High Ridge

restaurant is the bad weather. With its location, it gives the customers a

difficult time to reach the store especially those who would take motorcycles

and “habal-habal”. It’s one of the intentions for the free shuttle ride for

customers given they would be 10 persons to ride the shuttle. It also offers a

shuttle ride going to Corpus Christi High School at 9PM.

Customers would also want to order food that is suitable for the

current weather. High Ridge restaurant cannot control the bad weather, yet

they could adjust and improve what they could offer that can be suitable for

the weather. They are currently offering variety of soup, from tinola native

chicken, sigang baby, sigang shrimps, tinolang tangigue, and beef pochero.

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They are also offering hot beverages like hot calamansi, tea, cappuccino,

and roasted coffee.

Customer Service and Feedbacks

As discussed during the benchmarking session, there are two

principles in a restaurant business: to serve quality food and to give quality

service.

The members of High Ridge restaurant give their hearts in serving

their customers. They always make sure that their customers will have a

‘will-never-forget’ dining experience during their visit to the restaurant.

However, even with the best efforts of the crew, the restaurant can still

receive customer complaints. Whenever these complaints arise, the

managers will try their best to resolve the issues immediately to avoid

recurring issues. They always consider the complaints as an opportunity to

improve their food and services.

In the course of the discussion, the manager was asked about their

best and worst customer feedback throughout the years of operations of

High Ridge restaurant. One of the worst customer encounters happened

during the first year of operations of High Ridge restaurant where the orders

took 1 to 2 hours to prepare. The managers that times attend the concerns

personally and took additional efforts to lighten up the mood of the

provoked customers. Their best customer encounters were evidenced in the

feedbacks left by a lot of customers in the social media.

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Government Interventions

Our government has the supreme power over the private companies

especially those businesses that violate laws and regulations but there was

a different case with High Ridge restaurant. It started its operations last

2014 until its operations were halted and closed due to “zoning violations”

as per Mayor’s order. There has been some rumor that the establishment

was shut down because of political interest. However, after some legal

process and DEU818 Corporation has presented the land title of the area of

High Ridge restaurant, the store operations were resumed last December

17, 2014.

As High Ridge restaurant attracts a lot of tourists around the world, it

helps the economy of Cagayan de Oro City. To be more convenient to its

customers, the government took the initiative to improve the road going to

High Ridge. Currently, the road is in the process of being cemented.

Going Concern

Going concern is an essential matter of all business establishments.

High Ridge restaurant assures the financial resources of the business to

compensate enough to continue their operations for a period of time

sufficient enough to carry out its commitments, obligations, objectives, and

goals of the business. Even though there is a high turnover rate of

employees, it has been ensured by the High Ridge team that they will still

serve the best quality of service and food will be served to its customers.

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ANALYSIS AND RECOMMENDATIONS

The class benchmarking activity at High Ridge restaurant was a great

opportunity for the graduate students to evaluate the company policies,

processes, standards, and strategies the establishment are adopting and

currently practicing.

One of the major concern of the students is the road going to High

Ridge restaurant. Although one group of students are fetched by the free

shuttle ride of High Ridge restaurant, some graduate students had gone to

the establishment using their own vehicle which gave them a hard time

locating the exact road. Especially that, currently, the road has an on-going

construction with no signage that the road is currently closed and there is a

detour on a separate road, making it burdensome for some customers to

decide which road to enter. Other customers might be persistent in finding

the right road yet there will also be customers who won’t bother to look for

another route, and that will gain the restaurant a negative feedback that

may be posted on social media and it will always be remembered by the

customers their experiences on an attempt in finding the right way. As a

recommendation, the group suggests that a signage will be posted on the

road that there is currently a detour because of the on-going construction.

Another concern is the process of cash management by the store.

Cash handling in every business is a crucial matter that must be given an

ample amount of effort to secure and have standards and policies of more

security. Despite the fact that the management ensures the safety of their

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cash handling procedures, it is better to further improve the standards of

cash management security and prevent any mishandling and possible theft,

than doing it later after it has already happened. We can observe by some

factors that it is quite impossible for a bank teller to pick-up because of time

constraints since operations start at 4PM, and the location is quite

impossible to reach by an armored car, yet the management should further

improve their cash management policy with a more secure process.

High Ridge restaurant is currently running its operations for almost 4

years and they are determined to continually strive for excellence when it

comes to customer service and food through innovation. It is a remarkable

plan for the establishment to develop the area into a resort in the future.

This would give the customers something to look forward to where they

could treat their families to relax after a busy day and week. Improvements

of the services would attract more customers, not only within the locality of

Cagayan de Oro City and in the nearby areas, but it could also draw

tourists within the globe. It may also be advantageous for the restaurant to

add more leisure facilities to entertain customers while waiting for their

order and enjoy the view after their meals.

Most travelers and tourists are visiting a place because of the food,

and High Ridge offers quality food that is worth every penny. They have a

variety of house specialties, mostly are Filipino dishes. As one of their

principles to serve quality food, it is impressive that they continually aim for

improvement and innovations in their dishes. It is a notable initiative for the

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restaurant to add more dishes to their menu that would fit in a bad

weather.

High Ridge restaurant is creating their brand through social media,

on Facebook and Instagram, where they post their current promotions and

foods photography. However, we can observe that not all customers have an

access to their social media accounts, thus making their promotions limited

to a few customers only. The group could recommend widening their

marketing strategies into other approaches. They could improve their

marketing in social media through paid advertisements where it could reach

more customers and tourists. The management could also encourage their

employees to share the social media posts to widen the customer reach.

They could also promote High Ridge through giving discount coupons in

their Dear Manok Branches. Improving the marketing strategies of the

restaurant could also boost sales for the company.

As part of promotions, the company could incorporate to online

platforms/deliveries with a minimum amount of order and a delivery fee.

Especially that the road is currently being improved, it is much easier to

deliver to customers who would like to try their dishes but have some

difficulty visiting the restaurant. They could start on areas near to the

establishment, and later on widen their area of delivery

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 SCRAPBOOK

During the lively discussion about the company policies, standards, and
procedures of High Ridge Restaurant with the management team
Graduate School Class GS85. Developing and Evaluating Business Policies 21
students with the High Ridge Management Team during the Benchmarking
Session last September 1, 2018
Closing remarks of Dr. Aldrich Palarca and the giving of certificate of
recognition to the Restaurant Manager of High Ridge Restaurant

Graduate School Class GS85. Developing and Evaluating Business Policies

students with the High Ridge Management Team during the Benchmarking
Session last September 1, 2018

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Graduate School Class GS85.
APPENDIX

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High Ridge Menu

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High Ridge Menu

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High Ridge Burger Surf n’ Turf

Roasted Chicken Carbonara

Baby Back Ribs Seafood Platter

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