Group 3

Bundalian, Jasmin Rose Calubiran, Geogette L. Gerente, Kiara Dolendo, John Michael
Donato, Kaila Sales, Samantha Simogan, Dimple Sumilang, Cyderine

Restaurant- Restaurant

McDo

Jollibee
Following guide questions to help you in the comparison of operations of the tourism establishments:
• When are your peak periods?
-In Mcdo, most of their peak periods happens in every school days from Monday is the most peak
periods because of people going to church, and having a family dinners. Not yet include those like
Christmas Season, New Year & other holiday. In Jollibee their peak periods is in hour and with days
like starting from 10am and in weekends like Saturday and Sunday it depends to the availability of
the customer.

• How do you accommodate customers properly during those periods? What strategies do you
implement?
-Jollibee and McDonald's both use different ways to provide flawless service when it comes to
accommodating customers at peak times. The use of technology-driven solutions such as self-
ordering kiosks and mobile ordering apps is one of the key similarities between the two. Both
businesses hope to improve the overall customer experience by employing these capabilities to
speed up the ordering process and cut wait times. Their approaches to personnel, however, are
major points of contrast. While Jollibee promotes human interaction by employing a large
workforce during peak hours, McDonald's focuses on efficiency through improved automation and
streamlined operations, reaching a delicate balance between personalized care and speed of
service.
-Jollibee focuses on streamlining their ordering process by implementing efficient queuing
systems, assigning dedicated staff to take orders swiftly, and optimizing their kitchen operations
to ensure quick service. On the other hand, McDonald's employs similar strategies, utilizing self-
service kiosks, increasing staff during peak hours. First is the manager with their crew give their
own task in every station. The manager divide each task to every crew to prevent unnecessary
problem that can be a big opportunity to slow down the flow of their shift.

• What are your preparations to properly handle peak periods?

-Food, equipment, safety, and other checklists are used in the preparation process at McDonald's
Bayan. With the aid of this checklist, they may anticipate potential issues and prepare a plan of
action in case they arise. Any chance can have an impact on managing peak times, such as when
chicken and fries are scarce or rice is cooked slowly. If an opportunity of this kind is not
investigated, it may seriously affect profit and shift.
- Jollibee Bayan has SOP or Standard Operating Procedure in this way they can align their crew and
how to manage their materials. They has also 4Ms or the Manpower, Machines, Materials, and
Methods. They just only revolve in that 4Ms. If one of the 4Ms has a problem then their
management will not work. Before they begin their work in the morning they check if their 4Ms
are complete.

• How do you manage your employees during these times?

- In Mcdo they manage their employees/ crews by giving task and assignment in their designated
station/ workplaces. Making them efficient also giving incentives extra & meals. Also guiding and
assisting them to minimize conflicts and to ensure being respectful to the customers on how they
interact with them and to have a pleasant view for the customer that even if it’s a Rush time/ Peak
time, they can give their best service.
- Jollibee employees experience a great lot of positive support as a result of the connections they
have built within the company. Because highly engaged employees are more productive when
 they are pleased in their job, Jollibee believes that employee happiness is the key to the firm's
success.

Perform the following tasks;

• Provide information below for both tourism enterprises:
o Name and address
-Mcdonalds and Jollibee
-Quezon Avenue

o Type of enterprises
- Franchise Base enterprise

o Products and services

-Both of them offer fast food products and also breakfast they also offer delivery to home
like in food panda and accommodate party like birthdays. They have also a service options
which is Dine-in and Take- out and Delivery.

o Length of service
Mcdo- 1955
Jollibee- 1995 (present)

o Number of years in service

Mcdo- 68 years
Jollibee- 28 years in service

o Star rating
- McDonald's and Jollibee is a global fast-food corporation that does not receive star
ratings like hotels or restaurants. Instead, financial performance, brand recognition, and
consumer satisfaction are frequently used to gauge its success.

o Target market
- McDonald's and Jollibee traditionally targets a broad demographic, including families,
children, teenagers, and individuals looking for convenient and affordable meals

o Name of interviewee and position

-Mcdo
Michael Angelo Fontanil (Service Crew)

-Jollibee
Dion Menda (Assistant Restaurant Manager)

Observe the preparations of the establishment on how they manage operations to meet demand
during peak periods in terms of the following:
▪ Time
- The Jollibee and Mcdo workforce are more productive during the peak hour/ season. To ensure
that their working hours are organized, the manager provides them with a timetable. There are
working students at Jollibee and Mcdo, and their manager-based interactions determine their
working hours. The crews receive additional compensation for any overtime they work.

▪ Labor
- During the peak hour season, mcdo and Jollibee add more crew because during that time more
people flock to their restaurant, so they have more crew every weekend. When it's not peak hour
season, their crew is reduced just like in mcdo, because mcdo is 24/7, mcdo's crew is less every
12am-6am.

▪ Equipment
- They produced fast food in a quick time to give to customers on the go, and they have a drive
thru for people who need to go and want to order food, and kiosks, which is a self service
technology that helps fast food restaurants like Jollibee and McDonald's to reduce wait times,
improve order accuracy, and, most importantly, boost check sizes benefits that almost any fast
food restaurant can enjoy.

▪ Facilities
-They can give a spacious and clean environment for events, and during peak season, they can
handle all customers who come because both Jollibee and McDonald's have a waiting area and a
drive thru.

• Compare the service time for each guest/customer of each enterprise during peak hours and
identify the parts of the operations that need/s improvement (if any).
-During peak hours, McDonald's Bayan serves their customers as soon as possible without specific
time frame because the customer ordered a different amount of food, especially during school
hours when the students nearby are going to dine in their restaurant, but if they need to wait
more than a minute, they make sure they're only going to serve it for the duration of the given
time to avoid any disruptions. Jollibee Bayan served clients' orders for approximately 15 minutes
for small orders and more than 30 minutes for bulk orders. However, both use an electronic device
known as a kiosk to easily take orders. This allowed them to avoid wasting the customer's time as
they considered what to order. It also allows a customer to access the menu without having to
deal with the cashier. It additionally provides opportunities customers to check the availability of
a food. According to our observations, both of them required to better for their future business
transactions by taking orders faster than they do now. Due to the fact that as far as we are
concerned,considering there are only two (2) operating Mcdo kiosks and three (3) working Jollibee
kiosks, some people did not utilize the kiosk properly, making it time consuming as they were
scrolling through and the other customers waiting in line. Overall they both served their customer
with not exceeded time frame, because they always manage their time correctly.

• Based on your observations, analyze whether they need to improve their demand/ capacity
management. Support your conclusion.
-According to the interviewee from Jollibee Bayan, that it doesn't matter how many customers are
going to their restaurant during their peak hours/ season because they can accommodate all of
them since they have proper managing. Since they were focuses in the 4M's which is helping them
to reducing breakdowns by restoring the equipment, correcting basic weaknesses, and preventing
issues from coming back. While in Mcdo, although they have a proper management, there's an
instances that they experience lack of supply that is not always been checked. So that it affects
the circulation of their income. Although both of them have a great management, they also need
to consider the difference between providing services during peak season and not. Since we think
that it could be different since they need to work full force and that could be resulting in bad
output unlike in the time that they can work accordingly to the desire time since it have a short
list of orders. Since we believe that it may be different because they must operate at full capacity,
which may result in poor productivity, as opposed to the time when they can work according to
the desired time due to a short list of orders.