ABE INTERNATIONAL COLLEGE OF BUSINESS AND ACCOUNTANCY

URDANETA CITY CAMPUS

URDANETA CITY, PANGASINAN

BHG PTE. LTD.

BUGIS JUNCTION SINGAPORE

INTERNATIONAL PRACTICUM TRAINING PROGRAM

ON-THE-JOB TRAINING (OJT)

IN PARTIAL FULFILLMENT OF THE REQUIREMENTS

FOR THE DEGREE OF BACHELOR OF SCIENCE IN

BUSINESS ADMINISTRATION MAJOR IN MANAGEMENT

RONYL U. BRAVO

MARCH 2010
 ACKNOWLEDGEMENTS

I acknowledge the help of the following in making my OJT in Singapore a success or for their
help in creating this OJT Profile.

To: Mr. Dominador Ubaldo, President of JABE, for his support when I was a JABE officer and
for his great management of the school organization. I was able to breathe peacefully when I am
in Singapore knowing that JABE is in the hands of a very capable person.

Ms. Babes Lance and Ms. Editha Athos, for their help in marketing us in Singapore. Your
manpower agency is a hope in these troubled times.

To Mr. Julius Repollo and Ms. Maylyn Mejia, people with good hearts. They are definitely good
Samaritans in these modern times.

To Twilight Travel and Tours, no one obtains passports faster than them.

To SSA management, for their care for us when were there especially to Cindy who really gave
us attention needed to complete our OJT.

To my BHG family:
Jeniffer Lim, Cashier Manager,
Pauline Yap, my favorite senior cashier,
Helen Yo, strict but caring senior cashier,
Stacy, senior cashier,
Jacinta, HR assistant,
And the young but elite team of cashiers;
Zeng Fei Hong, Carmen Ong, Jaslyn Ng, Lu Ya Ping, Wang Ying Hua, Bi Wen
Chao, Wang Lu Ping, Xu Yuan, Nurhafizah, Janet Ng, Iris Phang, Li Tao, He Shi
Min, Wang en Mao, Zhang Xue Qin, Ng Yoke Sim, Ow Yong, Kath Yeo, Kath Teh,

ii
 Cynthia Tan, Yuzedah, Huang Jia Lin, Amy Cheong, Pamela Siew, Zhang Chun Mei,
Chong Mee Fong, Xing Xiao Hong, Yang Rui Juan.

Likewise, I would also like to acknowledge all the help of other student trainees like me: Elmer,
Romelyn, Nińo, Teodorico, Rose, Charles, Paulo, Michael, Timothy, Apple, Rommel, Albert,
Leah, John Rey, and Abenical Leonides, for the comradeship we shared even if it is only for 6
months. In my heart those 6 memorable months will always remind me of how kind the Lord is
for giving me friends that are wonderfully gifted at making someone feel safe and cared.

To Ms. Claire Eddio, thank you for your time and effort in inspecting this OJT profile and
making sure it is up to standards. And Mrs. Nonnete Guleng for giving me sufficient reference
materials.

And to all who helped me in making this OJT book, thank you and may God bless all of you!

iii
 DEDICATIONS

Glory to God Almighty for making this endeavor possible; To Him I dedicate first my success in
Singapore. Without the Divine intervention I wouldn't have lasted a second in that beautiful
country. Forever I will praise Him and will do all His commandments.

Next, I humbly dedicate this work to the following persons:

To my Parents, Mr. Ronilo Bravo and Mrs. Leonida Bravo for their unwavering support to all of
my dreams and aspirations. They are always there besides me especially when I am down. They
are the reasons why I am what I am now. They had molded me and given me all the right reasons
to live a life full of hope and joy. I have learned from them how to trust in God and in our Lord
Jesus Christ, always urging me to pray at all times. I love them with all my heart and my success
is also their success.

To my Aunt and Uncle, Edgardo Casuga and Herminia Casuga, for taking care of me and my
siblings and guiding us whenever my parents are not around.

To Ella, Randyl and Ronalyn, keep up your studies and always pray.

To my Uncle Eddie Bravo and Auntie Linda Bravo, their financial assistance had helped me grab
the once-in-a-lifetime opportunity in going to Singapore. Thank you and God Bless your family.

To my ABE Family, especially to the following:

Mr. Osmundo Corpuz, Sir wherever you may be I hope that you are safe. You had been like a
father to me and I owe a lot of things to you. I hope that someday you can be proud of your
student.

iv
Mrs. Maricris Martin, Ma'm I am very much happy that in my stay in Singapore I could meet
your husband Mr. Wendell. I have nothing but respect and appreciation to you and what you
have done to me.

To Mr. Bonifacio Tarape, Sir I have met instructors and teachers all my life but I have never met
anyone more influential to me especially to my studies. You are one of the reasons why studying
is enjoyable and bearable.

To Mrs. Nonette Guleng, my father had loved this school more than I. And I know that you also
loved this school maybe more than my father did. Please keep this piece of work in your Library.

To Ms. Claire Eddio, I am happy that I could have the opportunity to study under your
supervision. You have greatly improved my study habits by challenging me academically. You
have indeed made this institution's education a challenging and competitive even to our
neighboring colleges and universities.

To Mrs. Michelle Galamgam, I admired the way you handled discussions by being so calm and
accommodating. I want also to teach someday and I hope that I could be like you, loved and
respected by her students.

To Ma'm Jinky Lucas and Ma'm Malou Ermie, Thank you for all your time in communicating
our IPTP. Keep up the good work and I know that someday all your hardships will pay off.

To others who I hadn't mentioned but had helped me in other ways, thank you. Forever I will
always be indebted to all of you. I dedicate this work with all my heart and with all of my soul.

Thank you and God bless us all!

Ronyl Bravo

March 18, 2010

v
 TABLE OF CONTENTS
Acknowledgements ...........................................................................................................................................................................ii

Dedications .......................................................................................................................................................................................... iv

Introduction ............................................................................................................................................................................................1

BHG (SINGAPORE) PTE LTD ................................................................................................................................................4

Brief History of BHG ......................................................................................................................................................................4

Organizational Structure of BHG ............................................................................................................................................5

Organizational Structure at the Department Level ........................................................................................................6

Four Stores of BHG in Singapore .............................................................................................................................................7

Standard Grooming for Ladies ...............................................................................................................................................17

Standard Grooming for Men ...................................................................................................................................................18

General Rules and Regulations ...............................................................................................................................................20

Dormitory Rules and Regulations .........................................................................................................................................29

Singapore Laws That Must be remembered....................................................................................................................36

CASHIER TRAINING NOTES .............................................................................................................................................40

Schedule of Work at BHG .........................................................................................................................................................57

Photo Gallery .....................................................................................................................................................................................67

Appendices ..........................................................................................................................................................................................77

Curriculum Vitae ...........................................................................................................................................................................93

vi
 INTRODUCTION

It has been my long dream to go abroad, not just to work but to see and travel to places new to
me. Recently my dream came true. The good Lord has granted me an On-the-Job training in
Singapore which is sponsored by ABE International College of Business Administration and
Accountancy- Urdaneta City Campus, the school where I am studying Business Administration
Major in Management, and the Government of Singapore, under their student exchange program
called International Practicum Training Program or IPTP.

Under IPTP, the Government of Singapore willingly takes students from the Philippines in
exchange for their valuable services, while students will have a chance to travel abroad and earn
extra money while doing their OJT.

I was so excited. It was my first time to travel to such a far place. Almost everything was a first
time to me- first time to fly on an airplane, first time to work and most of all first time to be away
from my parents.

When I first hear about this OJT abroad, I was doubtful, even cynical about it. I say to myself "Is
it true? And if it is true what good can it bring to an average student, coming from an average
earning family, like me?" But as time goes by I have witnessed students coming back
successfully from their OJT in Singapore. I was then convinced that this OJT is really something
worth applying for.

And so when Ms. Babes Lance an interviewer of Savior-Med, the agency screening applicants
for OJT abroad, came to interview willing applicants I didn't hesitate to apply for an OJT abroad.
My father had even borrowed money needed for the interview. And I was so relieved when I got
the SMS message coming from Ms. Babes that BHG had picked me to be their student trainee in
their store for six months. Imagine that out of hundreds or even thousand hopeful applicants my
name was luckily chosen.

1
And the whole process wasn't easy at all. There were so many trials and hardships before I can
even step on the airplane. During that time my family is in dire need of financial assistance.
Thanks to the good Lord, my Uncle had financed my passport, medical tests and my one month
allowance in Singapore.

And so, off I go to Singapore. The flight was an easy one considering it was my first time. It was
like riding a bus that shifts to sharp angles every now and then. A few seats away from where I
sit are the seats of my newly found friends that will accompany me for six months. My classmate
Teody, was the only friend that came from ABE Urdaneta. All the others are coming from
schools such as PSU Lingayen and ABE Cubao. We are eight all in all. There were two women
in our group and the best part was that we'll all be working under the same establishment.

When we landed on Changi Airport, it was like stepping into a high-tech world. It was a hot
afternoon and we were sweating because of our attire and it's all because Singapore is very hot
and humid country. The first thing I noticed is the orderliness on the way the people move about
the airport. There were lines of people waiting patiently for their turn and there were passengers
awaiting their flights seating altogether in comfortable chairs. Changi was simple but elegant
place that almost every establishment in Singapore embodies.

Our dormitory was okay. In front of our dormitory were convenience stores like seven-eleven,
gasoline station with stores, and a bus stop that had carried us for six months to our
establishment. One thing that we had noticed on their public transportation system was the
discipline imposed on the drivers and passengers. The bus won't stop unless you are in the right
bus stop station, and everyone knows that. All trips on the bus and trains were on time although
trips will sometimes take half an hour to complete that in the Philippines will ordinarily take
about 10 to 15 minutes if there is no heavy traffic. That's because their roads are full of stop
lights and they follow this sign even if there are no authorities around.

The place where our workplace is located is right on one of the busiest train interchange in
Singapore, the Bugis Junction. Bugis also houses the largest shopping bazaar in that country. The
train station was located on the 2nd level underground. Just imagine how huge the whole area is.

2
I worked there in almost 6 months as a cashier. In Singapore all works are important because of
the high cost of living and, lucky for me, cashiering is one of the most sought after entry level
and college level job. I later learned that to be a cashier you must pass a test to be given by the
Manager. I passed this exam and satisfied that I had landed as cashier for an on-the-job training
in a prosperous country.

I can still remember how hard the training is. Of all the time we were there I missed my parents
and my brother and sister. I can also remember how the Filipinos which I have met there
sacrificed everything in here just to give their families a better living condition. Now I know how
Rizal and other heroes like our OFW countrymen, felt every time they are away from their real
home. It's hard but courageous. As I wrote this entry I hope that all students can experience what
we had experience.

I thank God that in my short stay there He had not left me. This story is only a short narrative of
what I have experienced there. God knows that even if a hundred pages will not be enough to
contain the story of our stay in there. So please do enjoy reading this OJT profile. This is what I
have been working for in almost 6 months of my stay in a country so beautiful that describing it
in words wouldn't justify it unless you've been there.

3
 BHG (SINGAPORE) PTE LTD1

BHG is one of the leading department stores in Singapore recognized for quality, value and
service. There are four BHG stores located in the north, west and central parts of Singapore.

The department store was established in 1994 as Seiyu Wing-On Department Store under a joint
venture between Seiyu, LTD (Japan) and Wing-On PTE. LTD. (Hong Kong). In 2001, it became
a wholly-owned subsidiary of Seiyu, LTD (Japan) and grew to become an established name in
Singapore.

Today, it is owned by the Beijing Hualian Group and operates under the brand name BHG.
Beijing Hualian Group is one of the largest commercial chain retailers in China and operates
numerous supermarkets, department stores and shopping malls in various provinces and cities.

Endowed with such a vast and international experience in the retailing business, BHG is poised
to become the department store of the future.

BRIEF HISTORY OF BHG

The department store was established in 1994 as Seiyu Wing On department Store under a joint
venture between Seiyu, LTD. (Japan) and Wing-On PTE. LTD. (Hong Kong).

In 1995, the first store SEIYU-WING ON Department Store (SWODS) was opened in Bugis
Junction, Singapore.

1
Excerpt from the official website of BHG- http://www.bhgsingapore.com.sg .

4
This was followed by a second store in 1996 at Lot 1 Shopping Mall, Choa Chu Kang.

In January 1999, Seiyu LTD (Japan) took over SWODS and the company was renamed Seiyu
(Singapore) PTE. LTD.

In May 2003 the third store was opened at Junction 8 Shopping Centre, Bishan.

In December 2005, Seiyu (Singapore PTE LTD was renamed as BHG (Singapore) PTE. LTD. as
Private investors bought the company.

To align the Company‘s store name with its new owners, Seiyu department store was officially
changed to ―BHG‖ which stands for ―Be Here for Good Things 2‖, on 6th April 2007.

In December 2007 the fourth store was opened at Century Square, Tampines.

ORGANIZATIONAL STRUCTURE OF BHG

Managing
Director

Executive
Director
Director

SO MD A&P F&A HR IT LEGAL

This organizational structure is the hierarchy of those in charge of governance. They are the
officers of the company that are not directly supervising the day to day operations, but rather
give implementing policies to the management.

2
―Be Here for Good Things‖ is the trade motto of BHG Stores. BHG stands for Beijing Hualian Group the present
owner of BHG.

5
 ORGANIZATIONAL STRUCTURE AT THE DEPARTMENT
LEVEL
General Manager- Manages the 4 Department Stores
Senior Managers3- Manages one of the 4 department stores
Managers- Manages the operations on the sales floor and office like the Human
Resource Managers
Assistant Managers- Managers that are directly under a manager of a department like
the cashier manager that is under the treasury department manager
Supervisor- Supervises the sales operations on the sales floor and executive operations
like receiving departments
Executive Staffs (also office staffs)- Staffs that are on the office
Senior Staffs- staffs that are regular but are not qualified to be supervisors. They are
retained because of their seniority over the other staffs.
Sales Staff- Includes cashiers, sales assistants, customer service staffs, inventory staffs,
and other staffs that is present on the sales floor.

General
Manager/Assistant
General Manager

Senior Managers

Managers

Assistant Managers

Executive Staffs Supervisors

Senior Staffs

Sales Staffs

3
Senior Managers are also known as Store Managers. Managers are referred to as Department Managers. Assistant
Managers have different titles such as cashier managers under treasury, customer service manager under public
relations, etch.

6
 FOUR STORES OF BHG IN SINGAPORE

1. Bugis Store- located at Capita Mall, Bugis Junction, Singapore;

2. Choa Chu Kang Store- located at Lot 1 Shopping Mall, Choa Chu Kang, Singapore;
3. Bishan Store- located at Junction 8 Shopping Centre, Bishan, Singapore; and
4. Tampines Store- located at Century Square, Tampines, Singapore.

Bugis Store is the largest store and also main office of the General Manager of BHG Singapore.
Capita Mall, Lot 1, Junction 8 and Century Square are all shopping centers owned by
CapitaLand Corporation, one of largest corporation in Singapore.

Bugis Junction is a train intersection center of trains going to the four directions like SunTech
City, Kalang, Marina, and Jurong. It is also the location of the Inter-Continental Hotel, a 5-star
hotel that is very famous not only in Singapore but also in the international community.

BUGIS STORE

 Level 1 (ground floor)

Cosmetics Dept., Accessories Dept., Sundries Dept., Handbags Dept., Shoes
Dept., ATM, and Money Changer

4
http://www.bhgsingapore.com.sg/store_info/index.asp

7
 Level 2 (2nd floor)
Men‘s Section Dept., Ladies Section Dept., Muji

 Level 3 (3rd floor)

Children, Babies, Toys, Gifts, Stationery, Kitchenware, Bed Linen, Slimming
Centre, Customer Service

8
 CHOA CHU KANG STORE

 Level 1
Cosmetics, Sundries, Handbags, Shoes
 Level 2
Men‘s, Ladies

9
 BISHAN STORE

 Level 1
Shoes, Accessories
 Level 2
Cosmetics, Ladies
 Level 3
Men‘s, Bed Linen, Toys, Babies, Children

TAMPINES STORE
 Level 1
Shoes, Accessories, Sundries, Cosmetics
 Level 2
Ladies, Men‘s, Customer Service Counter
 Level 3
Household, Toys, Babies, Children

DIFFERENT DEPARTMENTS OR SECTIONS

 Cosmetics Section- Includes different cosmetic products like make-up, lotions, eye
shadows, face powders and the like.
 Accessories Section- bracelets, earrings, beads, hair bands, etch.

10
 Sundries Section- umbrellas, bandanas, rain coats, scarf, etch.
 Handbags section- handbag collections like Mel, Perlinni, Guess, and many more.

 Shoes or Ladies Shoes- shoes with or without heels, sandals, slippers, etch.
 ATM- located at the basement. Banks like DBS, OCBC, DINERS and CITIBANK have
Automated Teller Machine at BHG.
 (Bugis) Money Changer- located near the taxi stand and accepts almost all major
currencies around the globe.
 Men’s Department- shirts, long sleeves, caps, pants, jeans, shoes, belts, jackets, bags,
sports apparel, sports equipments, neckties, underwear and suitcases.

11
 Ladies Department- underwear, casual dresses, gowns, lingerie, pants, jeans, belts, etch.

 Muji- a concept shop owned by the owners of BHG. A shop that houses products made
in Japan.
 Children Section- shirt, caps, jeans, pants, underwear, shoes, belts, bags and sports
apparel.

 Babies- cribs, stroller, dresses, bottles, etch.

12
  Toys- miniature cars, dolls for all ages, bikes, children size cars, mind game toys, remote
controlled toys, electronic toys, collectibles, etch.
 Gifts- gift boxes, ribbons, wrapping papers, Singapore souvenirs, cards, etc.
 Stationery- writing pads, notebooks, envelopes, posters, pens, office supplies and the
like.
 Kitchenware- pans, thermos, pitchers, Tupperware, glasses, plates, utensils, knives, etc.

 Bed Linen- Bed Sheets, pillows, mattresses, and the like.

 Slimming Centre (London Weight Loss Management) - a company renting space at
BHG offering slimming service and wellness treatments.

Customer Service Counter- counters for claiming redemptions and rewards, lost and found
center, handles customer concerns, offers free gift wrapping services, and provides information
about the services of BHG. (See also the work of Teodorico Jaime, OJT trainee, customer service
department, BHG Bugis)

13
 SERVICES OF BHG

1. Sale of Merchandise
 We at BHG do not usually sit down and wait for the customers to select and bring
the product at our cashier counter. There are sales assistants that offer expert
advice to the customers regarding what will fit them and to provide assistance on
matters that relates to the use of the items that they will choose. We believe that
our excellent service to the customers through our courteous and friendly sales
assistance will give them the satisfaction that they need.

2. Delivery Service
 We offer logistics and freight services exclusively to our valued customers
especially to those who have bought large items and those whose places are very
far.

3. Gift-Wrap Service
 Gift Wrapping at BHG is for free!

4. GST Refund
 GST stands for Government Service Tax. GST is very important to the welfare of
Singaporeans because it provides infrastructure funds to build facilities necessary
to comfortable living. But this GST has little value to foreigners who only came
to Singapore to visit. Therefore all major establishments, including BHG, refund
these taxes to foreigners who have spent $100 dollars in a single receipt for the
day.

5. Loan of baby strollers

 BHG provides assistance to the mothers and their babies who come to shop, by
lending them strollers that they will use at the rest of their stay at BHG.

6. Baby Care Room

14
  A small playground and a wash room was built by BHG to give mothers and
parents who came to shop a comfortable stay and to give them a bonding time
with each other.

7. BHG Credit Card Application Inquiry

 All cashiers and staffs are instructed to give out handouts and brochures about our
BHG cards in which the customers can claim discounts, rebates and points.

8. Gift Vouchers
 BHG gift vouchers come in handy because we accept them as payment for the
products at same amount. These vouchers can be bought at the cashier and
customer service counters and can be a good birthday present if the customer does
not know what to give to the person.

15
9. Accept Major Credit Cards, Privilege cards, NETS, travelers cheques
 We accept VISA, MASTER, DINERS and JCB- the leaders in the world of credit
transactions. We also accept 6 major currencies around the world and the Bugis
Money Changer can change others that are not accepted. Debit cards such as
NETS and travelers cheque are also accepted.

10. Car Park Redemption

 Car Park Coupons are tickets that can be used for parking space at the CapitaMall
underground parking lot. These tickets are given out to customers who have cars
and have purchased a minimum $20 dollar amount of items.

11. Lost and Found Service

 A service provided by the customer service counter.

16
 STANDARD GROOMING FOR LADIES

Hair  Hair color should not be ―loud‖ e.g.

purple, blue, green, bright red, yellow,
silver, gold, etc.
 Long hair must be neatly bound
 Hair should be kept minimal, simply
designed and in black, brown, cream,
white, matt gold or silver.
 Fringe must be cut above eyebrows and
if long, to be clipped up.
Face  Light make-up is strongly encouraged
 Colors used should be complementary
to your skin tone instead of striking or
loud.
 Do not wear sunglasses on the sales
floor.
Nails  Nails must be neat and clean.
 Nail polish must be light colors only.
Uniform/ Name Tags  Uniform must be clean and neatly
pressed
 Name tags are pinned on the left side of
the chest
Panty Hose (Optional)  Panty hose must be in skin-colored
only
 No patterns are allowed
 Hose should not have ruins in them
Shoes  Black, toe-covered shoes are to be worn
 Shoes with back straps are permitted
 Sandals and slippers are not allowed

17
Accessories  Studs are only allowed to be worn on
the sales floor
 Dangling earrings are strictly forbidden
 One necklace and one ring per hand
only

STANDARD GROOMING FOR MEN

Hair  Must be neatly combed

 Hair color should not be ―loud‖ e.g.
purple, blue, green, bright red, yellow,
silver, gold, etc.
 Length of hair must not be touching the
collar
 Ears must be visible and sideburns
must be kept above the middle of the
ears
Face/ Nails  No stubble is allowed
 Nails should be short, neat and clean
 Sunglasses are not to be worn on the
sales floor
Name Tags  Name Tags must be pinned on the left
side of chest
Shirt  Must be long-sleeve, pressed and
buttoned
 Shirts must be plain and not patterned
 White or blue to be worn
 Sleeves must not be folded
Tie/ Belt  Ties must be in blue

18
  Preferably not in bold patterns
 Belt buckle should be simple
Pants  Black, navy-blue or dark grey pants are
to be worn
 No suspenders are allowed
Shoes/ Socks  Black, navy-blue, dark brown or gray
socks
 Covered shoes in black to be worn
 No sandals, sneakers or other casual
shoes
 Socks must be navy blue, black, dark
grey or brown
Others  Only engagement and wedding rings
are to be worn on the sales floor
 No earring and other accessories
allowed

19
 GENERAL RULES AND REGULATIONS

REPORTING
i. Use the Staff Entrance to enter and exit the store.
 Entering and leaving the sales floor through the customer‘s gate and using
facilities like escalators and elevators are considered a major violation. These are
exclusively for the customers of BHG, unless the staff is off-duty, on-leave, or
had already clock-out using the staff entrance. Staffs going for a break and
returning from a break cannot also use the customer‘s entrance and facilities
mentioned.

ii. Slide your BHG card or clock-in your time card. Keep your card safely. Replacement for
lost card is $10.00.
 Trainees cannot clock-in using the ID barcode system. We use time cards for
clocking in.
iii. Keep you private belongings in the lockers. Do not bring personal items into the store.
Permission for entering and leaving the store with personal belonging is required.
iv. Ensure your uniform is neat, and your general appearance tidy, before entering the sales
floor.

GOING FOR A BREAK

i. Take a break according to your job schedule or as instructed by your supervisor. Be
considerate to your colleague by returning to work on time after your break.
ii. Wear an OFF-DUTY badge when you are on your break for all sales floor staff.
iii. When the time for break draws near, do not take off name tag before leaving the sales
floor.
iv. Do not use the store‘s elevator, escalators, public restrooms and telephone when on duty
and/or off-duty.
v. Maintain a positive attitude during the break. When asked for service, greet cheerfully
and help the person as much as you can. For queries that you are unfamiliar with, ask the
customer to wait then call your supervisor/ manager for assistance.

20
 GOING HOME
i. Inform your colleague or supervisor when you are going off (AM Shift).
ii. Change into your own clothes (for female staff) before leaving the store.
iii. Slide or clock-out your card when leaving.

BEHAVIOR IN THE STORE

Your behavior in the store will reflect on the company; hence always remember that the
customers do observe what you are doing.

On the sale floor, DO NOT:

a) Chat with others;

b) Read books, magazines or newspapers;
c) Apply make-up or trim your nails; or
d) Use the mobile phone to SMS, answer and/or make calls

When you are not busy, use your time to tidy the display, pack the merchandise, etc. BUT stop
work immediately when you see a customer.

DO NOT:

i. Smoke, eat or drink on the sales floor

ii. Use the telephone on the sales floor for personal calls
iii. Lean on counters, sleep or stand with arms folded
iv. Talk loudly or argue in front of the customers
v. Criticize customers, whisper or giggle
vi. Shout when calling your colleagues on the sales floor

DO:

i. Inform your colleague of your whereabouts

ii. Serve customers on a first-come first-serve basis. If unsure, ask ―Could you tell me who
should be served first, please?‖ Tell the other customer waiting in line, ―I‘ll be with you
in a moment‖.

21
iii. Keep your supervisors/managers informed of customers‘ opinions, including criticism or
any current demands; sold-out, defective or soiled merchandise.
iv. If you find a mistake, report it to your supervisors immediately for further instructions
v. Walk briskly when in a hurry. Run only in an emergency situation
vi. Staff must try their best to prevent theft in the work place
vii. Keep the work area clean and neat at all times

COMMUNICATION ON SALES FLOOR

i. Paging service
 The paging system can only be used for paging for lost children
ii. Telephone
 Staffs should make only urgent calls and to make them as short as possible
iii. English should be spoken with customers and colleagues at all times. Other languages
may only be used if the customer is unable to converse in English. This is because:
 Customers would feel more comfortable with English-speaking staff especially
tourists; and
 Customers would assume that the sales staffs are ―gossiping‖ about them as they
do not understand the other language.

STORE OPENING HOURS

Bugis:

 Weekdays: 10:30 am- 10:00 pm

 Weekends and Public Holidays: 10:00 am- 10:00 pm

Choa Chu Kang, Tampines and Junction 8:

 Daily and Public Holidays: 10:30 am- 10:00 pm

22
 BHG’S 5 C’S
 Caring
 BHG‘s care for their customers and employees is one of the reasons why the
company has reached its current state, so its commitment to further improve its
services, not only to increase its sales but also to contribute to the welfare of the
people in providing affordable but of high quality merchandise and giving
employment to the unemployed, goes on.
 Courtesy
 BHG staffs and employees are courteous, friendly and approachable in carrying
out their duties and responsibility to provide quality service to its customers and
to the public.
 Communication
 Staffs must ensure that all pertinent information regarding their jobs are
communicated to appropriate level of authority on a timely basis to help the
management achieve its goals and give quality service to its customers.
 Culture
 BHG in the past years had created a culture of camaraderie and competitiveness
of its employees by giving them the necessary trainings and facilities to foster in
them the ideals of the owners are committed into.
 Creativity
 BHG had been very creative and competitive in promoting its name making sure
that all advertisements are true.

23
 FIVE BASIC RULES OF CUSTOMER SERVICE

1. Greet customers cheerfully- with smile and eye contact.

2. Be Polite to customers- watch your attitude and words.
3. Show thankfulness to the customers with your words and attitude- In short show
sincerity.
4. Pay attention to the customers- do not chat on the sales floor
5. Be pro-active when assisting the customers- if you want to be assisted.

CUSTOMER SERVICE-STANDARD PHRASES

1. Retail Assistants and Sales Assistants

Situations Standard Phrases

1 Greeting customers
a) Store opens- 12 pm
b) 12 pm- 5 pm
c) 5 pm- store closes
2 After greeting customers, if
they do not respond or reply
they are just looking around
3 After closing a sale, show
customers to the cashier
counter, whenever possible
before leaving the customer.
4 To excuse yourself because
of:
a) To check stock/info
b) To call for
supervisor/manager
5 Meets an angry/upset
customer, if the problem needs
the supervisor/manager to
resolve
6 Customer comes for an
exchange.
Good morning, how may I help you?
Good afternoon, how may I help you?
Good evening, how may I help you?
Just smile to them and move away slowly.
Keep the customers in view.
This way to the cashier, please. Thank you
and have a nice day.
I‘ll check for you. Please wait while I check.
I‘ll page for the supervisor/manager.
Please wait while I page for him/her.
I‘m sorry about it. I‘ll call the
supervisor/manager. Please wait while I call
for him/her.
May I have the receipt please?
In this case, I have to get the supervisor.

24
 If customer has no receipt Please wait while I call for him/her.
7 Coming back to customer Sorry I have to keep you waiting
8a Out of stock I‘m sorry but we do not have this style in
stock. Would you like to look at some other
similar styles?
8b If customer insist on similar Perhaps you would like to leave down your
style name and contact no. When the stock arrives,
I will inform you.
8c If customer does not want to You could call us back by next week to
give contact no. check if the stock has arrived. Our telephone
is __________.
9 Not sure what to do. I‘m sorry. I need to check it up. Please wait
while I check.
10a Customer wants refund. Would you like another product to exchange
with?
10b If customer insist on a refund In this case, I have to page for the supervisor
and the manager. Please wait while I page
them.
 When we ask customers to wait, please ensure that we will get back to them
within 5 minutes. If the waiting is more than 5 minutes, inform the customer.

2. Cashiers

Situation Standard Phrases

1 Greeting customers when they Good
come with merchandise morning/afternoon/evening
2 Greeting customers when they Good
come without merchandise morning/afternoon/evening,
how may I help you?
3 After the transaction, The total is S$..... May I
know what you would like to
pay with?
4 Pack the merchandise, give the Thank you?
customer the receipt plus
change/card
5 Customer looking for sales staff I‘m sorry. I‘ll get someone to

25
 attend to you

3. Customer Service Assistance

Situations Standard Phrases

1 Customers come to the Good
counter morning/afternoon/evening,
how may I help you?
2 Customer request for gift wrap May I have your receipt
please?
3 Stamp on the receipt Please keep your receipt. Do
you want purchase the
wrapper or would you want to
use the BHG wrapper?
4 Before wrapping, Please wait for a while
5 After wrapping Thank You

TELEPHONE COURTESY

1. Pick up phone within 3 rings

2. Greet the caller with ―Good morning/afternoon/evening, (Department), (name) speaking‖
3. Cover the mouthpiece while you speak to your colleague
4. Thank the caller with ―Thank you for calling BHG. Have a nice day.‖
5. Hang up only after the caller has put down his/her phone.

26
 SECURITY PROCEDURE (WHEN A SHOPLIFTER IS SPOTTED)

1. Remain Calm
2. Contact the Security Office
3. When calling Security, identify:
a. Yourself
b. Department
c. Location of the shoplifter
d. Merchandise Taken
4. Keep the shoplifter under observation
5. Look out for the Security Officer and help him to identify the shoplifter
6. Do not apprehend the shoplifter yourself

FIRE EVACUATION PROCEDURES

1st Stage Fire Alarm

 Upon hearing the first stage alarm, all staff shall lock up important documents
cash
 Shut down equipment, etc., remain alert for instruction through the Public
Address System
 Do not make unnecessary telephone calls to verify the nature of the alarm.

2st Stage Fire Alarm

 All staff guided by their respective Fire Wardens should immediately evacuate by
using the nearest exit and proceed to the assemble point when:
i. The announcement for evacuation is declared over the Public Address
System, and/or
ii. The second continuous fire alarm is activated, or
iii. Instructed by their Fire Wardens

27
  When evacuation is declared, all occupants should guide guests/customers/visitors
on their respective floor to immediately evacuate in an orderly manner.
 When evacuating, do not panic but quickly walk down the staircase by the nearest
exit and proceed to the assemble point. DO NOT USE LIFTS.

Assembly Area

The assemble area is located at the open space in front of Rochor Community Centre.

28
 DORMITORY RULES AND REGULATIONS

Penalties and Fines will be imposed on any trainees who breach any of the conditions listed
below.

Trainees must not indulge or be involved in any illegal activities or indecent acts in Singapore.
Offenders will face serious penalties, e.g. Fine, Repatriation, and Prohibition from Entering
Singapore, Jail or even Death sentence.

1. Dormitory
1.1. All items in the dormitory are strictly for common usage unless it is personal or defined
by SSM (Sino-Star Management Services PTE LTD)
1.2. Strictly no strangers in the dormitory (Male to Female/ Female to Male/ Male to Male/
Female to Female/ Colleagues/ Friends). The people who enter the dormitory can only
adhere strictly to the occupancy in the hostel list. This is a serious offense, any trainee
caught inviting strangers to the dormitory will be fined S$50, receive a warning letter
which will also be sent to the school and it may also affect the awarding of certificate
after the training program.
1.3. Dress properly in the dormitory even in the bedroom or when you are sleeping. No one
is allowed to be naked or only wearing undergarments. Whoever caught by SSM staff
with improper dressing will be fined S$50
Under Singapore‘s law, whoever caught with indecent exposure in their own house can
be sued in the court and send to jail.
1.4. Every trainee is entitled to one mattress, one pillow & pillowcase and one set of bed
sheets. Anyone who uses more than that stipulated entitlement will have to pay for that
extra. A mattress cost S$20 while blanket and pillow cost S$5 each.
1.5. The person who cooks will have to clean up the kitchen (including the work, gas stove
and utensils etc) immediately.
1.6. Everyone is required to do housekeeping as schedule by the Dormitory Leader and
Assistant Leader. Any trainees who do not cooperate and do their duty will receive a
warning letter that will be sent to the school.

29
1.7. If the cleanliness of the dormitory is not up to expectation during the weekly inspection
by SSM staff, the dormitory will be fined S$50. The following are only some of the
areas which trainees have to take note.
 Tidy your own bed
 Dust or wipe the fans (ceiling, standing)
 Dining Table is strictly for food only
 Flush and wash the toilet and bathroom
 No food in the cupboard
 No cooked food be placed in the room
 Keep your belongings in the cupboard. No dry clothing, under garments and other
personal things should be hanging around the room.
1.8. Air Condition is not allowed to be used in the dormitory.
1.9. If the utility bill amounts to more than S$10 per trainee for the month, the outstanding
amount will be divided equally to all trainees staying in the dormitory.
1.10. It is compulsory for all trainees to fill up the working schedule daily without fail.
Otherwise all will be fined S$5.
1.11. If the working schedule is not found in the original place in the dormitory or if it
is missing, torn or dirty, the dormitory will be fined S$20.
1.12. No smoking, drinking of alcoholic drinks, fighting, gambling or quarreling in the
dormitory. Trainees will be fined S$50 and a very serious disciplinary action will be
taken which is inclusive of repatriation.
1.13. Be considerate. DO NOT make too much noise during the night and always
remember to lower the volume of the television and radio. Should SSM receive any
complaint from the neighbors or receive warning letter from the Urban Redevelopment
Authority (URA, each trainees will be fined S$50.
1.14. Should SSM receive any letter from the URA about complains of the trainees
staying in the dormitory and is asked to move, the trainees staying there will have to pay
for the following: 1 month rental (to be divided among the trainees staying in the
dormitory) and also to assist in the cleaning and moving of the dormitory.

30
 1.15. If any of the following dormitory items are damaged due to the misuse of the
trainees, they would have to pay for the replacement. This includes Rice Cooker, Kettle,
Iron, Washing Machine, Refrigerator, Television, etc.
1.16. Trainees will have to bear the full cost of repair if the blockages of pipes are due
to the following- Food poured into the basin, unclear hair stuck in the pipe, etc.
1.17. DO NOT dismantle or remove any unoccupied bed or other furniture and place it
aside. If discovered by SSM staffs, the dormitory will be fined S$50.
1.18. Trainees are NOT ALLOWED to paste posters, pictures in the dormitory. ONLY
SSM notices and House Rules are allowed.
1.19. Trainees MUST sleep in the allocated bedroom anyone caught sleeping in other
areas or other dormitories will be fined S$10.
1.20. Trainees are NOT ALLOWED to shift to any other dormitory without the
permission of SSM. Whoever caught will be fined S$50.

2. Safety in the Dormitory

2.1. Due to your own safety, all doors and gates must be locked at all times. If SSM found
out that trainees do not lock the main door of the dormitory, the whole dormitory will be
fined S$50 each time.
2.2. All keys must be properly kept, anyone who losses his/her keys will be fined S$10 per
person.
2.3. The last trainee to leave the dormitory must ensure that all the windows are shut; lights,
TV, fans, iron, and gas stoves are switched off.
2.4. Trainees are not allowed to shift the position of their beds. Anyone found shifting the
bed would be fined S$10.

3. Sick
3.1. Trainees must inform their establishment and report to SSM office IMMEDIATELY
when they are not feeling well. They must consult the doctor at least 2 hours before work
should he/she fall sick. For trainees who are working in the morning shift, he/she will
have to report to SSM office before 8:30 am. He/ She can ONLY come to see SSM‘s

31
 company doctor. ONLY Medical certificates issued by SSA appointed doctor would be
recognized.
3.2. Trainees will have to pay the balance if each consultation exceeds S$25.
3.3. Trainees cannot exceed a total of S$100 for the consultation fees during the 6 months of
training in Singapore.
3.4. Any trainee who reported a sickness to the establishment and SSM, or reported to either
part but did not make any attempt to consult SSM‘s doctor to justify for MC, any self
medication without official MC and had not reported to work constitute an offense will
be fined S$50.
3.5. Whoever sees other doctors without seeking SSM permission will be fined S$50 and
they will also has to pay for their own consultation fees and deduction of MC, if any.
3.6. Trainees who are on sick leave must rest in the dormitory. If found otherwise, that he or
she is not sick, it will constitutes an offense in deduction of his/ her 2 days allowance
and warning letter will be issued accordingly and thereafter sent to the respective
university for record and action.

4. Work
4.1. All trainees have to be back at the dormitory by 10 PM during their rest days and also to
return to the dormitory immediately after the night shift.
4.2. Trainees are not allowed to apply for unpaid leave from the establishment. If SSM found
out that the trainees do so, they will be deducted of his/ her 2 days training allowance.

5. Repatriation
5.1. Keys (House keys, locker keys, letterbox keys) that were issued upon arrival must be
returned upon vacating the dormitory. Anyone who did not hand back the keys to SSM
upon repatriation will be fined S$10.
5.2. Trainees who are going back have to clean up their dormitory a day before they leave.
They must clear away ALL the rubbish and can only leave one mattress and a blanket on
their bed. Anyone who did not clean up will be fined S$30 per person.
5.3. Trainees are not allowed to approach their establishment (Human Resource Department,
Manager or Captain) to request for Early Repatriation, Date of Repatriation, Certificate

32
 of Appreciation or Evaluation report. Should you have any request pertaining to these
issues, please seek assistance from SSM staffs.

6. Conduct
6.1. Trainees are only allowed to go out with their schoolmates or classmates. Any trainees
who go out with their colleagues/customers or any other people which resulted in serious
issue or affair will be seriously dealt with and will be repatriated accordingly. BUT
should you be harassed by any colleague/customers, please report to SSM immediately.
6.2. Trainees who are summoned to report to SSM but did not turned up without informing
SSM office will be fined S$50 and receive a warning letter and will be sent to the
respective school and it will affect the awarding of certificates after the training
program.
6.3. Trainees who are rude and do not cooperate with SSM staff will receive a warning letter
which will be sent also to the school and it may affect the awarding of certificate after
the training program.
6.4. If trainees are caught stealing in the dormitory, shopping malls or establishment will be
repatriated immediately and a report will be issued to the school. Offender if convicted
will also be fined, jailed or both according to the law of Singapore.
6.5. Trainees are not allowed to go out of the dormitory to make phone call after 11 pm.

7. Others
7.1. Trainees who encountered problems are encouraged to approach any SSM staff or write
it down and drop into the suggestion box provided in each hostel and your matter will be
attended to as soon as possible. Trainees are encouraged to refrain from calling directly
and launch complains to your parents, establishment or universities.
7.2. Please bear in mind that the purpose of coming to Singapore is to learn and not to make
money. Therefore, please do not be calculative if your establishment give you additional
duties or ask you to help out for a little while that is beyond your working hours.
7.3. Work Permit Card is an important and legal identity of each trainee. Trainees who lost
their WP Card despite even if it is due to wallet being lost or pick-pocketed or robbed

33
 must be reported to SSM immediately. A fine of S$50 (S$30 will be paid to MOM or
Ministry of Manpower) will be imposed.
7.4. Training allowance can withdrawn from the bank on the 8 th of every month which is
payable for the previous month allowance. Please check if you have any queries or
discrepancies.

Fine Menu
Description Amount
Allowing strangers or people who are not in S$50 per person
the occupancy list to enter the dormitory.
Improper dressing in the dormitory. S$50 per person
Cleanliness of dormitory not up to S$50 per Dormitory
expectation.
Did not fill up the working schedule S$5 per person
Working schedule not in original place, S$20 per dormitory
missing, torn or dirty
Smoking, Drinking of Alcoholic drinks, S$50 per person
fighting, gambling, and quarrelling in the
dormitory.
Making too much noise and disturbing the S$50 per person
neighborhood (Complain will be raised by
neighbors/ SSM letter from URA)

SSM receive a letter coming from URA and 1Month Rental (To be divided among all the
trainees must move to other dormitories trainees who are staying in that Dormitory)
Dismantled unoccupied bed(s) and placed S$50 per dormitory
aside
Shift to other dormitory without the S$10 per person
permission of SSM
Doors of dormitory are not locked on S$50 each time

34
inspection.
Lost keys S$10 per person
Shifting of bed positions (not in the S$10 per person
designated bed)
Reported sickness to the establishment and S$50 per person
SSM or only to either party but did not come
to consult SSM doctor to obtain a Medical
Certificate (MC)
Had seen other doctors without SSM‘s S$50 per person and must also pay for their
permission. own consultation fee
On medical leave but subsequently found not To be deducted of 2 days allowance and will
resting in the dormitory receive a warning letter which will also be
sent to respected Schools.
Applied unpaid leave form the establishment To be deducted of 3 days allowance
Unable to return house keys upon repatriation S$10 per person
Did not cleared away all the rubbish, pillow, S$30 per person
pillowcases and mattress (Leaving only a
mattress and a blanket)
Trainees who are summoned to report to S$50 per person
SSM but did not turned up
Lost working Permit Card S$50 (S$30 to paid to MOM)

35
 SINGAPORE LAWS THAT MUST BE REMEMBERED

Note: The original source of the document came from SSA. Because some words and grammar
are distorted I have revised and omitted some sentences in order to correct and reconstruct it in
accordance to our known English. The Singapore Laws are slightly different from our laws.
Their laws are specifically drafted so that offenders are already guilty even without a proper trial
in court or until proven innocent. In short offenders are guilty until proven innocent. The only
difference between a guilty offender and a convicted offender is the timing of trial in court
wherein the former must prove in court that he is innocent and the latter hasn‘t proven his
innocence. Please refer to the documents at the end of the book.

1. Littering Environmental Public Health Act (Cap. 95, 2002 Rev. Ed.), s. 17(1)

To maintain a clean and green city, there are strict laws against littering of any kind.
First-time offenders face a fine of up to S$1,000. For second-time offenders—it‘s a fine
of up to S$2,000 and a Corrective Work Order (CWO). The CWO requires offenders to
spend a few hours cleaning a public place, e.g. picking up litter in a park. The offenders
are required to wear bright jackets, and sometimes the local media are invited to cover the
activity. Naturally, the authorities hope that public shame will make the public wary in
littering.

2. Chewing Gum Sale of Food (prohibition of Chewing Gum) Regulations (Cap. 283, Rg.
2, 2004 Rev. Ed.)

As an extension of the ―no littering‖ policy, importation, sale and possession of chewing
gum are banned. You are also not allowed to bring chewing gum for your own
consumption. This rule was introduced because of the high cost and difficulty in
removing chewing gum stuck on public premises. Particularly chewing gum stuck on the
Mass Rapid Transit train doors.

36
3. Smoking (Prohibition in certain places) act (chapter 310)

Smoking is not allowed in public buses, taxis, lifts, theaters, cinemas, government
offices, and in air-conditioned restaurants and shopping centers. Anybody who smokes in
any specified place or specified vehicle and in contravention to any notification made
under the Act shall be guilty of an offense and shall be liable upon conviction of a fine
not exceeding S$1,000. The prohibition on smoking in certain places (enforced by the
National Environment Agency), prohibits smoking in public places like:
 Public transportation vehicles, clinics, hospitals, maternity homes, nursing homes;
 Public libraries, libraries in institution of higher learning schools, public
museums, art galleries, government workplaces;
 All air-conditioned workplaces, Changi International Airport, all air-conditioned
shopping centers, public queues or lines of people awaiting their turns, and
pedestrian underpasses;
 All schools, junior colleges, polytechnics, training institutes, air-conditioned and
enclosed areas in Universities; and
 All bus shelters and interchanges, public pools and toilets, community clubs and
open-air stadiums.

4. Drugs Misuse of Drugs Act

Death Penalty is mandatory for those convicted of trafficking, manufacturing, importing

or exporting more than 15g of heroin, 30g of morphine, 30g of cocaine, 500g of cannabis,
200g of cannabis resin and 1.2kg of opium. Possessing these quantities is deemed as
prima facie evidence of drug trafficking. In other words, if you possess these quantities
you are deemed to be a drug trafficker and therefore subject to death penalty. For
unauthorized consumption, there is a maximum of 10 years in jail or a fine of S$20,000
or both.

37
5. Jaywalking Road Traffic (Pedestrian Crossings) Rules (Cap. 76 R24)

Jaywalkers can be fined S$20 on the spot by the traffic Police. If charged and convicted
in court, the fine can go up to S1000 and a jail term of up to three months.

6. Spitting Miscellaneous offenses (public order and nuisance) act (chapter 184)

The current prohibition on spitting in the Miscellaneous Offenses Act is as follows: ‗Any
person who commits the offense of…spit [ting] in any coffee shop, market, eating house,
school house, theatre or public building, or in any omnibus, railway carriage or other
public conveyance, or on any wharf or jetty, or in any public road, or in any five-foot way
or sidewalk of any public road, or in any other place to which the public has or may have
access.‘ Any person who commits this offense shall be liable on conviction to affine not
exceeding S$1000.

7. Drunkenness in Public Places Miscellaneous offences (public order and nuisance) act
(chapter 184)

Any person who found drunk and incapable of taking care of himself, in any public road
or in any public place or place of public amusement or resort, or in the immediate vicinity
of any court or of any public office or police station or place of worship, shall be guilty of
an offense and shall be liable on conviction to a fine not exceeding S$1000 or to
imprisonment for a term not exceeding one month and, in the case of second or
subsequent conviction, to a fine not exceeding S$2000 or to imprisonment for a term not
exceeding 3 months.

8. Possession of Pornography Penal Code, s. 292(a)(Possessing any obscene book,

pamphlet, paper, drawing, painting, representation or figure, or any other obscene object)

Any person who, without reasonable excuse, has in his possession any prohibited
publication or any extract of it shall be guilty of an offense and shall be liable on

38
 conviction for a first offense of a fine not exceeding $2000 or to imprisonment for a term
not exceeding 12 months or both, and subsequent offense imprisonment os a term not
exceeding 2 years.

9. Flushing Toilets after Use. Environment Public Health (Public Cleansing) Regulations
(Cap. 95, Rg. 3, 2000 Rev. Ed.), Rg. 16

Any person who has urinated or defecated in any sanitary convenience with a flushing
system to which the public has access shall flush it immediately after use. Any person
who contravenes any provision of these regulations shall be guilty of an offense and shall
be liable on conviction to a fine not exceeding S$1000 for the first offense.

10. Criminal Law

The criminal law of Singapore is largely statutory in nature. The general principles of
criminal law, as well as the elements and penalties of common criminal offenses such as
homicide, theft and cheating, are set out in the Penal Code. Other important offenses are
created by statues such as the Arms Offenses Act, Kidnapping Act, Misuse of Drugs Act
and Vandalism Act.

39
 CASHIER TRAINING NOTES

The discussion covers the parts where all the transactions whether normal in occurrence or
rarely happens is being taught in the cashier room. The questions in this section cover the
theory part of the cashier‘s examination and no reviewer was issued so the candidate for
cashier needs to listen to the discussions and take down notes. The discussion normally last
for 3 hours.

The answers in this section are my personal written down notes and based on my
understanding and experience in everyday situations. I got 87% on the theory part of the
Cashier Examination.

The parts of the theory where I have failed are mainly on the specific procedures like POS
key enumeration and percentage used in different products. Aside from those mentioned the
examination is easy and covering types such as definitions, enumerations, true or false,
essay and identification.

CREDIT CARD

1. Types of credit cards accepted in BHG:

a. Visa Card (General credit banks)

b. Master Card
c. American Express Card (AMEX)
d. JCB Card
e. Diners Card
f. BHG Visa Card (in-house credit card from DBS Bank only)
g. Capita-Card

40
2. Important Points to look out for when accepting credit cards:

a. Must have the owners signature affixed on the back of the card
b. The signature of the owner and the user must correspond with each other. A major
change in the signature affixed at back of the card and the signature of the user at the
time of payment must be checked by the cashier and inquire if necessary.

3. How to handle fraud or stolen card?

 A fraudulent card means that the card was obtained through theft or the user had
lost it. The one using a fraudulent card do not have the right to pay thru it.
Here are some procedures necessary if a cashier encounter a situation where a
card is being suspected as fraudulent:

a. If the credit terminal shows "refer to bank‖, tell the customer that there had been a
problem in the transaction and that you will page for your supervisor to check it out
because you don't have the authority to call the bank. Don't return the card
immediately to the customer.
b. If the customer refuses, tell him/her gently that it is the proper procedure.
c. If he asked for the card and makes some noise call any senior staff within the
vicinity and explain the situation. If the senior staff tell you that it is alright to return
the card, apologize to the customer and return the card immediately.
d. Explain all that happened to the senior cashier.

4. Credit Terminal- Explanation

a. Credit terminal is a part of the POS Machine.
b. It is the machine that reads the credit card.
c. It is also connected to a telephone line in which to contact the bank. If the card is
swiped the terminal automatically calls the bank for an approval number. Without it
the transaction wouldn't be completed.

41
 d. The credit sales will be shown in detail in a report called Terminal Report. It is the
list of all the transactions that the terminal had for the whole day. It includes the
credit card number, time of the transaction, what type of card is used, approval
number and the cashier card number.
e. Another type of report is called the Settlement. It is the summary of all the
transactions that took place during the cashier's duty. It summarizes all the type of
transaction like: VISA transactions, MASTER's, DINERS or refunds. It is important
for the end-of-the-day reports of cashiers. This also shows the time when the
cashiers changed shift since it erases all the transactions in the credit terminal. In a
normal counter there will be 4 settlements namely, break-time settlement, post
break-time settlement, changing-shift settlement and end-of-duty settlement.
f. Credit terminal cannot be used on debit transactions or what is called the bank-to-
bank transactions. There is another type of terminal called NETS for this type of
transaction.

5. What to do in case the credit terminal shows "Decline", "No Reply", "CALL" or
"Communication Error"?
a. First, explain to the customer that happened sometimes and that you will try one
more time.
b. Second, if that don't work check for the telephone tone. If there is a dial tone check
the cables if it is connected to the terminal.
c. If all that has been done, try to talk to the customer if he/she has another card or will
be willing to pay in another payment type such as cash, debit card or foreign
currency.
d. If the customer refuses, try to calm the customer and call for the supervisor.
e. Finally if the customer refuses to buy anymore, apologize to the customer for
inconvenience caused.

42
6. What is an imprinter?
a. It is equipment being used in manual way of doing credit sales transactions. If the
dial tone is down, black-outs, or if it appears that the credit terminal cannot be
repaired for the moment.
b. It uses Sales draft as its credit receipt and Sales Memo as its Official Receipt (in
case the POS is also down)
c. The procedure is to place the card into the imprinter and the sales draft on top of it
and manually print the card details into the draft.
d. If the POS is not down the cashier can manually print a receipt by going to the
manual payment type section of the POS. This requires the approval of the
supervisor.
e. When the credit terminal is back or the power returns, the cashiers manually inputs
the data imprinted on the sales draft otherwise he/she will be short with credit card
amount once the settlement is done.

7. Handling of "VOID" and "Refund" on credit terminal

a. The major difference in VOID and REFUND transactions are the timing in doing it.
A void transaction can be done only during a cashier shift, meaning if the shift is
over it cannot be done because changing of shift must have a settlement, and doing
settlement would erase all the previous transactions in the credit terminal. While a
Refund transaction can be done even if the transaction list in the terminal is empty,
meaning anytime as long as the terminal is online and even if the cashier is different
the transaction is possible.
b. A void transaction is the result of either the cashiers‘ negligence or the customer‘s
willingness to cancel the transaction. Void transaction means that there is no sale of
merchandise but the cashier had already entered the transaction in his/her POS
machine. The problem occurs when the cashier mistakenly key in wrong SKU,
wrong price, wrong payment type, or when the customer don't want to buy it
anymore. The error cannot be corrected by the cashier since he/she don't have the
authority to override the system which is only given to the supervisor on duty or
personnel above supervisor.

43
 c. A refund transaction is a problem handled by the supervisory level and above. This
transaction usually occurs a day after the sale of merchandise. This is the result of
the 7-day exchange policy of BHG. Supervisors and Managers on duty are the only
personnel that are allowed to do this transaction. Supervisors and Managers that are
not on duty are strictly prohibited to do this kind of transaction except when given
the authority by the on-duties themselves.
d. Refund and VOID transactions must have a receipt (or sales memo in some cases) so
it can be done. The current policy provides that the void transaction must have the
O.R. number of the transaction and refund must have the receipt, terminal receipt
and the merchandise that was originally sold to the customer. Without these items
the transaction cannot be completed.
e. The cashiers responsibility is to check whether the receipt came from him/her and in
the same shift when there is a void sale and check if the receipt of the refund
transaction is from the same branch before the supervisor arrives in his/her counter.
Failure to do so would render both the cashier and supervisor negligent and will take
responsibility for the shortage or over.

NETS

1. The difference in Cashier 1, Cashier 2 and supervisors’ card.

a. Supervisors card is the card used to open the NETS (Network for Electronic
Transfer, Singapore PTE. LTD.) Terminal before the opening of the store.
b. Cashier 1 Card is the card used by the cashier on duty in the morning shift.
c. Cashier 2 Card is the card used by the cashier on duty in the afternoon shift.
d. The cards are swiped during the changing of shift so that the sales of the morning
shift cashier would not mix with the sales made by the cashier from the afternoon
shift. If the morning shift forgot to swipe the card during the shift the responsibility
to swipe the card falls on the afternoon shift cashier. The problem sometimes occurs
when the cashier on duty from the afternoon shift also forgot to swipe his Cashier 2

44
 Card. The result would be that the NETS sale of the morning shift cashier is over
and that the afternoon would be short or zero (0). This is because transactions done
in the terminal is different from the transactions keyed in the POS machine.

2. Important Points to look out when dealing with NETS.

a. The approval number must be confirmed which will come from the bank. Once the
debit card is swiped on the NETS terminal, it will automatically dial the owners‘
bank and will ask for approval number. And once the approval number is forwarded
the receipt will automatically come out of the terminal and it will send the approval
number on the POS machine which in turn will print the O.R. This process will only
take 5 to 10 seconds to complete.
b. The NETS transaction is a bank to bank transaction of the customer and BHG. This
kind of transaction can only be done if the bank is in Singapore and registered within
the network of NETS. The account of the customer will automatically deduct once
the transaction is completed.

3. Handling Refund when payment is by NETS

a. The procedure for the credit card refund also applies to refund with NETS
transaction.
b. First is to offer alternative product to offer to the customer.
c. If that fails then you can ask the customer if he/she can accept a store credit voucher
that is valid for 3 months from the date of issue and can be used to purchase any
items in the store.
d. Either he/she accept voucher or not the protocol is to call for the supervisor.
e. If the supervisor agrees for the refund the cashier will refund the amount through
cash. The reason is that the account of the customer had been directly deducted and
therefore the transaction is good as cash. Furthermore the transaction with the bank
cannot be reversed anymore so the refund will have to be done by returning the
amount in cash.
f. The refund will have two effects on the report of the cashier. First the cash will be
short because the cashier refunded by giving cash. But the supervisor will refund

45
 back thru the terminal which will not reflect on the POS machine and will render the
NETS overstated. The NETS transaction is good as receiving cash therefore the over
and short is zero.

4. What to do if the NETS terminal shows "Decline" or "No reply"?

a. Try again and after that if the terminal shows it again then kindly tell the customer
that the transaction "cannot go through" and ask if they want to pay by other means.
b. Decline is the result if the account of the customer is insufficient in funds. The rule
is that the cashier cannot tell the word "decline" in front of the customer because it
will embarrass him/her if other customers will hear of it. Instead cashiers will use the
phrase "cannot go through". If the customer still wants to know the problem the
Cashier will tell them that this is a common problem and that all they have to do is
check their account. But in cases where he/she is the only customer in the counter
the cashiers are allowed to explain the cause for the word "decline".
c. No reply would mean that the network for the customers‘ bank is currently down.
This problem happens during the peak hours when customers of the bank
simultaneously make a NETS payment bringing the system down. When this happen
the cashier needs to apologize for the delay and ask them if they would want to make
another mode of payment.

BHG GIFT VOUCHERS

 This is the only voucher that has no expiry date accepted in any BHG store. This can
be bought in any cashier counter but is only issued by the customer service counter
upon showing the receipt. This voucher is formerly known as Seiyu Voucher.
1. Types of Denominations:
 $10
 $20
 $50
 And $100

46
2. How to key in the serial numbers of the voucher?
 Manual Key-in for Seiyu Vouchers
i. Seiyu vouchers are old BHG vouchers which are issued before the store
changed its name to BHG. This voucher uses 13 digit numbers which can
only be keyed-in.
ii. The procedure is to go to the payment type- BHG GV and key in the 13
digits and press enter.
iii. An example of serial number is like this: 123456 (located in the upper right
corner of the face of the voucher)
iv. Notice that there are only 6 digits instead of 13. The other 7 digits must be
provided by the cashiers who have knowledge of the serial number system of
vouchers.
v. The only constant number in the 7 digits that must be provided is 0. If a
cashier accepts a Seiyu Voucher with a denomination of $100 the 13 digits
would be key in as- 1234560001000.
vi. Serial number-123456, constant before denomination-000, face value-100
and the last constant number-0. (123456-000-100-0)

 Scanning of BHG vouchers

i. The difference between the new BHG Gift voucher and the old Seiyu
Voucher is the way they can be accepted and keyed in the POS Machine. The
older Seiyu voucher can only be keyed manually using the keypad while the
BHG GV can be scanned and manually keyed (in some cases where the
scanner cannot detect the bar code)
ii. The procedure is to go into the payment type-BHG GV, Scan the bar code at
the back of the voucher and press enter.

0. Standardize validation of the gift vouchers (Front Face)

i. Validating vouchers is a standard procedure in accepting any vouchers.
ii. Once the cashier pressed the enter key the POS will prompt for the voucher
to be inserted in the printer.

47
 iii. The printer will automatically detect the voucher and print "BHG GV
validated" the date, time, counter number and the employee number of the
cashier.

FOREIGN CURRENCIES
 Aside from cash, credit card, NETS and Gift vouchers, BHG also accept stable
foreign currencies across the globe since Singapore attract tourist to shop especially
during Mid-Year Sale, Great Singapore Sale, Christmas Sale and Chinese New Year
Sale.
 This can give convenience to tourist who haven't changed their money yet or those
who have run out of other mode of payment. Still the first thing the cashier must do
is to advise the customer to change their money at the money changer. This is due to
the fact that the stores currency exchange rate is slightly lower than the rate of the
money changer. Another reason is to avoid counterfeit or fake dollars coming from
outside Singapore.
1. Types of Foreign Currencies accepted in BHG
 U.S. Dollars- $1.00 (Lowest denomination that can be accepted)
 U.K. Pound- £1.00 (Lowest denomination that can be accepted)
 European Countries Euro- Eu.5.00 (Lowest denomination that can be accepted)
 Hong Kong Dollars- H$10.00 (Lowest denomination that can be accepted)
 Australian Dollars- A$5.00 (Lowest denomination that can be accepted)
 Japanese Yen- ¥1,000.00 (Lowest denomination that can be accepted)
2. How to detect fake foreign currency note.
 First thing to remember in accepting foreign currency is not to accept any coins.
 The textures of foreign currencies are different from each other. An example is the
Australian Dollar which is plastic, Japanese Yen made in especial paper but is
thicker than most of the currencies and last is the US dollar which is actually very
slim and thin but is made on stronger paper than Yen.

48
  In cases where the cashier is not certain if the note is counterfeit or not, he/she must
use the ultraviolet device provided in all counters at BHG. Authentic notes will emit
some light while fakes cannot produce other color other than white paper.

TRAVELERS' CHEQUE
 This is the only kind of cheque that can be accepted in BHG. These cheques are issued for
tourist by their banks abroad in order for them not to bring too much money in their pockets
and in order for their companies to limit their expenses (if they are on a business trip) and
usually preferred over the company credit card.
 Other cheques such as personal check and company checks cannot be accepted.
 The procedure is to check for two things while accepting the cheque.

o Passport- This is the most important thing to check when accepting the traveler's
cheque. In any event where the customer did not bring this document the cashier
cannot accept the Travelers Cheque because of the risk that the person is not the true
owner of it. And it is provided in the terms and condition of the TC that this
document be presented together with the cheque. Surely the bank had explained it to
the tourist beforehand.
o Signature- At the back of the TC there are 2 blank spaces for signature. The
important thing that the cashier must ensure is that the second blank has not been
signed yet. Again the Terms and Condition provides that the tourist must sign the
second blank space in front of the one who will receive it. The cashier can then
proceed to check the 2 signature if they were identical to each other and that the
signatures are identical to the signature on the passport.

 After that the cashier must write the passport number, name of the hotel and the room
number, and the contact number of the tourist in front of the TC.
 The procedure in accepting this kind of payment is the same as accepting a foreign
currency. A traveler's cheque that has a foreign currency aside from those accepted
currencies cannot be accepted in BHG.

49
 This transaction rarely occurs and a sound knowledge is therefore required to all cashiers
but if this happens then the cashier must check his/her notes to make sure the procedures are
correct.

CAR PARK COUPONS

 These are coupons used in parking at the Bugis Junction Mall. BHG purchased these
coupons as a promotion to increase sales. Each coupon is worth S$1.00.
 Car Park Coupons are issued by the cashier if the customer purchased merchandise worth
$20.00 and above and had asked for it. These 2 conditions must be met. Even if the
customer had purchased $20.00 but had not claimed the car park coupon, cashiers cannot
give it to him/her. It is because not all shoppers have cars and even if they have one they
probably wouldn't need it since the coupon is valid only for 24 hours from the date of issue.
 The cashier will stamp the date on the car park coupon so that it will only be used during
that day or the following day. So unless the customers have 2 or more cars, he cannot claim
2 or more car park. The rule is one receipt is equal to one car park coupon. These must be
explained to the customer in case they claim another coupon on the same counter.

OTHER VOUCHERS/COUPONS
A. What are they?
a. Bank Vouchers
 Bank Vouchers are vouchers given by the bank redeemable as rewards and
points in using their credit cards and because the customer had reached the
utilized amount to claim them.
 There are only three Bank Vouchers that can be accepted by BHG and
these are: DBS Bank Vouchers, OCBC Bank Vouchers and Diners Club
Bank Vouchers.
b. Cosmetics Voucher
 These are vouchers issued by Dealers and Companies of cosmetics
products and used for promotion and loyalty purchase by customers.

50
  The only cosmetics vouchers that can be accepted by BHG are vouchers
being issued by cosmetic companies under BHG.
c. Mall Vouchers
 Mall vouchers are vouchers being issued by Malls in order to increase the
volume of people coming to that mall.
 BHG is the largest store at Capita-Land, Bugis Junction Mall; therefore we
accept only the vouchers being issued by Capita-Land.
d. Other GV
 These are promotion vouchers being issued and normally have
maximum of 1 month before expiry date. Examples includes, voucher
issued to winners of sales raffle draw, vouchers that can only be used
to purchase bags but must buy a stated amount of not less than $80,
etc.
B. Procedures of accepting them.
1. General Procedures
 Check the expiry date
 Check the acceptability of the voucher (details like: bank, products and
promotion). If that bank, product or promotion is not acceptable or had
already lapsed ask supervisor or manager if it can be accepted.
Sometimes managers accept the voucher even the voucher‘s promotion
and due date had already lapsed due to the fear of lost sale.
 Check for the word BHG Bugis at the back of every voucher that is not
BHG voucher.
 Check the amount and key in accordingly or scan if necessary
 Read the instructions given at the back of the vouchers

2. Specific Procedures
 Cosmetic Vouchers must have a full validation on its face because
these vouchers are used only on specific product lines of cosmetics
like mascara, blush-on and face powders. It is a way to ensure that the
SKU of the product sold is really the item identified on the face of the

51
 vouchers. These vouchers are keyed-in as Other GV-Cosmetic on the
POS Machine and are kept for submission at the treasury subject to
audit.
 Bank Vouchers must have 1 line validation on its face. If the amount
specified on the face of the voucher is lesser than the amount taken,
the balance shall be paid by the credit card of the customer. This
provision is specified at the back of the bank voucher that in case of
difference in the amount, the card must be used ONLY. Bank
vouchers are keyed-in as Other GV- Bank.
 In some cases the items being purchased are lower than the amount of
the vouchers (all vouchers including BHG voucher), in this case the
cashier must advise the customer to look for other items to be
purchased because the amount not utilized will be forfeited.
 Other GV-others are being keyed as such on the POS Machine.

CASHIER’S FLOAT S ALES

1. How much is the Float?
Float is the term used for the money to be used in giving change to the customers. These
money are not sales therefore the cashier must separate the float from the sales collection.
The float or the initial amount of every counter is S$500.

2. Where to collect/hand over float sales?

The float is contained in the cashier‘s box. It is handed over to the treasury for safe
keeping after the balancing. And everyday this ox should be collected by the cashier in
the treasury before he enters the Cashier room for briefing.

3. How to pack during balancing?

As mentioned, float is separated from the sales collection. But separating it is easier said
than done. First thing to do when segregating is to separated the coins from the bills.
After that the coins are wrapped by tape by tens. And when that is already finished the

52
 bills are then counted in order to make S$500. All the other bills and coins are to be
turned over to the treasury for banking. The money to be turned over must not have 4
coins in it which is the maximum limit of coins in the cashier‘s bag. This is to prevent
cashiers from keeping in their box large amount of notes and avoid laziness when
packing the float.

DENOMINATION FORM

1. Procedures in filing the Form.

The denomination form is the form used to reflect collections during the day. Every
cashier is to fill up this form before going to the Treasury. Under the itemized columns of
the form are payment types such as cash, credit cards, NETS, vouchers, checks and others
that include amount that had been refunded and so on. Under the cash are different
denominations of the Singapore dollar. The cash left after packing the float should be
reflected on this denomination form and should be properly accounted for. For example if
there are 3 one dollar coins then under the $1 column the cashier should write 3.00.

2. Important Points to note.

The important thing to remember in filling up the denomination form if putting two
zeroes after every amount. The cashier should also fill up the headings such as his name,
the date, the counter number and the ID number. This is to prevent delay in turning over.

3. How to submit to backend Cash Control Room (Treasury)?

Every cashier has a cashier bag to put the collections apart from the float box. When in
the treasury, the cashier should always face the camera and witness the counting of
money. After that the cashier signs up his name and leave the treasury immediately.

WAITING FOR REPORT

1. How to read the statistic report?

53
 Statistics report are the report coming from the treasury department. The thing is
every POS machine is connected to a system that is directly linked with the treasury.
So the denomination form and the statistics report should tally in every respect. If the
cashier entered into the POS a 20 cash transactions amounting to $ 4000 then the
statistics report normally will reflect that amount. If the reports are not tally then there
comes the problem of over and shortage which in turn caused by carelessness and
packing of wrong float.

2. Witnessing and signing the report.

In witnessing, the attention of the cashier should be undivided. The cashier should
witness two important things. First he should witness the counting of cash and second
the entering of the amount into the computer. After the report is furnished, the cashier
should sign the report in order to complete the turning over of sales.

3. Important points to take note on the report.

The cashier normally is interested in the cash column of the report in order to know
how much the over and short is. Other columns are normally not important. After
seeing the cash column is okay, the cashier signs also besides the cash amount.

4. What will happen if there is a variance of $50 in any category?

A variance would mean only two things, either over or short. If there are variances of
less than $10, the treasury will normally ignore it. But if the variance is over $50
dollars then the cashier must make a report and face the manager the other day to
account for all the things that had happened and why the cashier had that much
variance. Remember that shortages are to be paid by cashiers after the exhaustion of
the $20 allowance given to them for shortages. Over-tendered amounts are not to be
off-set to the shortages. These amounts are other income of the company.

54
 TYPES OF DOCUMENTS
1. Input Form
 These are issued by promoters and should be returned to them after
validation.
2. Sales Return Form
 These are used when a customer returns an item. The one who should
accomplish this form are duty supervisors but the form should be retained
by the cashiers to be submitted to the treasury with the attached original
receipt of the item.
3. Sales Memo
 These are manual receipts issued if there are black-outs or the POS is
down.
4. Cash Collection Note
 These accomplished if there is a ―star‖, or cash sales of more than $3,000
in the drawer. The cash is collected by the senior cashier. A star will
appear on upper right hand corner of the monitor if the cash sales exceed
$3,000.
5. Delivery Form
 These forms are normally accomplished if the items are bulky and the
customer asked for delivery. Sales staffs are the one who normally fills
this up. The form is validated but the form should be sent to the customer
service for proper filing.

PRICE TAGS

1. Different types of Price Tags.

a. Red Tags- also called ―indents‖ which means that the product is
owned by BHG can be returned to the supplier.

55
 b. Blue Tags- also called ―own‖ which means that the merchandise is
absolutely owned and cannot be returned to the supplier. The returns
by customers are outright loss.
c. Green Tags- also called ―concessionaire‖ which means the items
maintains their own promoters in the store.
d. Grey Tags- also called ―consigned‖ which means that these are not
product of BHG but the products are sold by BHG staffs.

2. How to read price tags.

Price tags of BHG are either, red, blue, green or grey have some things in
common. These are:
a. There is a bar code
b. There are SKU numbers above the barcode
c. Below the SKU number is the warehouse number and above the SKU
number is the department code.

3. How to use Scanner for scanning.

Scanning is simple. Just make sure that the laser light touches the barcode
vertically.

56
 SCHEDULE OF WORK AT BHG
Legends:

1) Morning Shift (Shift C) – 10:00 am-7:30 pm

 Punch in before 10:00 am (Arrival)
 Morning Briefing by the cashier Manager or Senior Cashiers
 Sign on at 10:30 am (Counter)
 Lunch Break at either 1:30 pm-2:30 pm (For Full Shift) or 2:30 pm-3:30
pm (For Trainees and probationary)
 Sign off at 7:00 pm (For Cash Count and Treasury-Banking)
 Punch out at 7:30 pm (Departure)

2) Week-end Shift (Shift J) - 9:30 am-7:00 pm (For Saturday, Sunday and Public
Holidays only)
 Punch in before 9:30 am
 Morning Briefing
 Sign on at 10:00 am
 Lunch Break- Same as Shift C
 Sign off at 6:30 pm
 Punch out at 7:00 pm

3) Afternoon Shift 5 (Shift B) - 12:45 pm- 10:15 pm (For Weekdays, Weekends and
Public Holidays)
 Punch in before 12:45 pm
 Afternoon Briefing by the Cashier Manager or the on duty Senior Cashier
 1st Sign on at 1:30 pm (1st Lunch Break for selected Morning Shift
Cashiers)

5
Afternoon Cashiers normally would sign-on and sign-off at least 3 times in order to accommodate the morning
shift cashiers who will have their lunch break. Morning shit Cashiers would sign-out and lock their cash in their
float in order to safeguard it.

57
  2nd Sign on at 2:30 pm (2nd Lunch Break for the remaining Morning Shift
Cashiers)
 3rd Sign on at 3:30 pm on the in-between counters (Counters which are not
opened by Morning Shift Cashiers) awaiting Dinner Break
 Dinner Break- 4:00 pm-5:00 pm (Normal dinner break) or 5:00 pm- 6:00
pm (For selected cashiers)
 4th sign on after dinner break at the permanent counter (Counters which
Morning Shift Cashiers have opened. Note that Permanent counters do not
include counters opened by full shift cashiers which are also classified
under Morning Shift Cashiers)
 Sign off when the Senior Cashier, Supervisor or Managers have
authorized them to close their counters (Normally before 10:00 pm)
 Punch out- after 10:15

4) Full Shift (Shift F) - 10:00 am (weekdays) and 9:30 am (weekends and Public
Holidays)- 10:15 pm (Weekdays, Weekends and Public Holidays)
 Punch in- Same as Morning Shift Cashiers
 Sign on- Same as Morning Shift Cashiers
 Lunch Break- Same as Morning Shift cashiers
 Dinner Break- Same as Afternoon Shift Cashiers
 Sign off- Same as afternoon Cashiers
 Punch out- Same as Afternoon Cashiers

 Note: Full Shift Cashiers have 2 sets of meal break (Lunch Break and Dinner
Break). Shift F also do things that morning and afternoon shift cashiers do. Full
Shift and Afternoon Shift cashiers receive bonus and overtime pays except for
trainees under the IPTP.

 Note: Off Days of cashiers under IPTP are subjective to store activities (off days
are sometimes moved due to store sales and promotion). Sometimes off days are
moved due to unexpected sickness leave of regular cashiers which would disrupt

58
 cashier department schedule and IPTP Cashiers are put on that date even if it‘s an
off day.

MONTHLY SCHEDULES AND SHIFTS

February 2009

Sun Mon Tue Wed Thu Fri Sat

1 2 3 4 5 6 7
Flight Report
Day to SSA

8 9 10 11 12 13 14
Shift C Shift C Shift C 1st OFF Shift C Shift J
Start DAY
Training

15 16 17 18 19 20 21
Shift J Shift C Shift C Shift C Shift C Shift C 2nd OFF
DAY

22 23 24 25 26 27 28
Shift J Shift C Shift C 3rd OFF Shift C Shift C Shift J
DAY

59
 March 2009

Sun Mon Tue Wed Thu Fri Sat

1 2 3 4 5 6 7
Shift J Shift C Shift Shift C 4th OFF Shift B Shift J
C DAY (1
st

Afternoo
n Shift)

8 9 10 11 12 13 14
Shift B Shift C Shift Shift C Shift C Shift C Shift J
(2nd C
Afternoo
n Shift)

15 16 17 18 19 20 21
Rest Day Shift C Shift Shift B Shift C 5th OFF Shift J
(Extra C (3rd DAY
OFF Afternoo
DAY n Shift)
aside
from
regular
OFF
DAYS)

22 23 24 25 26 27 28
Shift B Shift C Shift Shift B Shift C 6th OFF Shift J
(4th C (5th DAY
Afternoo Afternoo
n Shift) n Shift)

29 30 31
Shift J Shift B Shift
(Originall C
y Shift C)(
6th
Afternoon
Shift)

60
 April 2009

Sun Mon Tue Wed Thu Fri Sat

1 2 3 4
Shift C Shift C Shift C Shift J
(Start of
Anniversary
Sale of BHG
Bugis)

5 6 7 8 9 10 11
2nd Shift C Shift C Shift C 7th OFF Shift J (This Shift J
Rest DAY Friday is
Day considered
as weekend
for the
anniversary
sale)

12 13 14 15 16 17 18
Shift J Shift C Shift C Shift C Shift C 8th OFF Shift J
DAY

19 20 21 22 23 24 25
Shift J Shift C Shift C 9th Shift C Shift C Shift J
OFF
DAY

26 27 28 29 30
Shift J Shift C Shift C 10th Shift C
OFF
DAY

61
 May 2009

Sun Mon Tue Wed Thu Fri Sat

1 2
Shift J Shift J
(Labor Day)
1st PH
(Public
Holiday)

3 4 5 6 7 8 9
Shift J Shift C Shift C Shift C Shift C Shift C (end 3rd Rest
of the 9 Day
straight days (Vesak
of working) Day-
Holida
y
Celebra
ted by
Singap
oreans)

10 11 12 13 14 15 16
Shift J Shift C Shift C Shift C 11th Shift C Shift J
OFF
DAY

17 18 19 20 21 22 23
th
Shift J 12 OFF Shift C Shift C Shift C Shift C Shift J
DAY

24 25 26 27 28 29 30
Shift J Shift C Shift C 13th Shift C Shift C Shift J
OFF
DAY

31
Shift J

62
 June 2009

Sun Mon Tue Wed Thu Fri Sat

1 2 3 4 5 6
Shift C Shift C Shift C 14th Shift C Shift J
OFF (One
DAY Day
Bazaar-
Promot
ional
Sale
where
goods
are
sold for
minima
l profit)

7 8 9 10 11 12 13
Shift J Shift C Shift C 15th Shift C Shift C Shift J
OFF
DAY

14 15 16 17 18 19 20
Shift J 16th OFF Shift B Shift C Shift C Shift C Shift J
DAY (7th
Aftern
oon
Shift)

21 22 23 24 25 26 27
st th
Shift J Shift C 1 RO Shift C Shift C Shift B (8 Shift B
(Repla Afternoon (9th
cement Shift) Afterno
Off) on
*For Shift)
worked
PH

28 29 30
4th Rest Shift C Shift C
Day

63
 July 2009

Sun Mon Tue Wed Thu Fri Sat

1 2 3 4
Shift C 2nd RO Shift C Shift J

5 6 7 8 9 10 11
5th Rest Shift C 3rd RO Shift C Shift C 17th OFF Shift J
Day DAY

12 13 14 15 16 17 18
th
Shift J Shift C Shift C 18 Shift C Shift C Shift J
OFF
DAY

19 20 21 22 23 24 25
th
Shift J Shift C Shift C Shift C 19 Shift C Shift J
OFF
DAY

26 27 28 29 30 31
Shift J Shift C Shift C Shift C 20th Shift C
OFF
DAY
(Last
OFF
DAY)

64
 August 2009

Sun Mon Tue Wed Thu Fri Sat

1
Shift J

2 3 4 5 6 7 8
Shift J Shift C Shift C Flight
(Our Day:
Last Phil.
Day on Here we
come!!
BHG)

Summary:

Month Summary Total Days

February- 17 days worked, 3 OFF DAYS 20 days

March- 27 days worked, 3 OFF DAYS, 1 Rest Day 31 days

April- 25 days worked, 4 OFF DAYS, 1 Rest Day 30 days
May- 27 days worked, 3 OFF DAYS, 1 Rest Day 31 days
June- 25 days worked, 3 OFF DAYS, 1 Rest Day, 1 RO 30 days
July- 24 days worked, 4 OFF DAYS, 1 Rest Day, 2 RO 31 days
August- 4 days worked 4 days
TOTAL: 149 days worked, 20 OFF DAYS, 4 Rest Days, 3 RO 176 days

Add:
Days stayed in the Dormitory before working 3 days
Days stayed in Singapore after the last day in BHG 4 days
TOTAL Days spent in Singapore (est.) 183 days

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Number of Hours spent on the Job: (EST.)
149 days worked x 8 hours (minimum) = 1192 hours (EST.)

Number of Rest Days, Off Days, Replacement Off and Free Days in Singapore: (EST.)
OFF Days- 20 days
Rest Days- 4 days
Replacement OFFS- 3 days
Other Free Days- 7 days
TOTAL FREE DAYS 34 days (or 1 month and 4 days)

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PHOTO GALLERY

At the Atrium Counter

Upper (from left): Romelyn, Xue Qin, Xu

Yuan, Paolo
Lower (from left): Me, Li Tao, Elmer

From left: Me, Li Tao, Romelyn Xu Yuan,

Elmer, Xue Qin and Paolo

All coming from the elite team of Cashiers.

Except for Paolo from the Shoes Department.

67
 My Singapore Friends on our last day at BHG.
Standing from left: Paolo, Li Tao, Xu Yuan,
Ya Ping, Xu Qin, Romelyn; Sitting: Me and
Elmer.

Carmen and Me. She is one of my very first

cashier trainers.
On the background is the treasury department.

Nani Sherpa and Me. One of the kindest

Malaysian customer service staff at BHG.

68
 From left: Fei Hong, Me, Paolo, Elmer and
Romelyn
Fei Hong is my first cashier friend at BHG and
he is also my first Chinese Friend.

From Left: Ying Hua, Me and Carmen.

Ying Hua also became my trainer during my
training period before the cashier exams.

Me and Jaslyn Ng, one of kind cashiers that at

times treat me for dinner.

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 At my back is the chair and desk of our Senior
Cashier Pauline inside the Cashier Room.

My Manager Jennifer Lim, a ―super-strict‖ but

caring person who loves to make everyone
around her aware at all times.

Me inside the cashier room. At my back are

stocks of cashier equipments.

70
 From Left: Romelyn, Pauline Yap and Me.
Pauline is our Senior Cashier which is also
equivalent to supervisor in sales departments.

Pauline is my best cashier trainer. She had

discussed all the theories behind cashiering at
BHG.

My Manager, Jennifer, and my Senior, Pauline

Yap.
Two of the most competent people at BHG.

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 Standing From Left: Nurhafiza, Romelyn,
Janet Ng, Carmen Ong, Jaslyn Ng, and Stacy
one of the seniors.

Sitting from left: En Mao, Me, Elmer and Shi

Min, the receiver of silver medal for service.

Me and Romelyn at the staff entrance. She

was the only Filipino cashier trainee that has
been granted a full shift by the seniors.

From left: a staff at the babies department,

Me, a promoter at the children‘s department
and Joyce Anastacio, one of the Filipino
supervisors working at BHG.

72
 From Left: Lu Ping, Xu Yuan, Li Tao, Iris,
Chun Mei, Me, Shi Min and Wen Chao.

Morning Shift Cashiers. Those who wake up

early!

Cashiers are the only staffs at BHG working

independently from each other.

73
 Yang Rui Juan, one of the most beautiful
cashiers at BHG.

Our friendly treasury staff. I can‘t remember

her name but one thing I know about her was
that she likes puzzles.

Standing besides our manager, Jeniffer Lim,

were the brave and elite Filipino student
trainees assigned at the cashier department.
Elmer, Romelyn and Me of course.

74
 After work there is nothing more relaxing than the
vibrant atmosphere of the Singapore night views.
Like the one at my back, the Singapore Arts and
Music Museum. I brought with me some snacks to
eat along the way to the famous Merlion.

A typical skyscraper at Singapore. The Maybank

tower is one of the highest buildings in Singapore.

The famous Merlion Statue. The landmark of

Singapore and their official mascot. Made of
marble stone, it has a fountain which emits water
coming from the river itself. At the time this
picture was taken, strong wind carried water that
made half of pants wet.

75
 Well how lucky I am to celebrate my birthday
in Singapore.

Group time at the beach. Well it‘s not what you

think it is. The beach isn‘t fit for swimming
activities but at least we can always go there
anytime we want during the night.

Lawrence on my right and Leo on my left. The

last to arrive was Rommel.

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 APPENDICES

Certificates from Singapore

OJT Requirements

BHG Documents

SSA Documents

77
Certificate of Completion

78
Student Trainee Evaluation Report Page 1 of 2

79
Student Trainee Evaluation Page 2 of 2

80
Appraisal by SSA to Trainees

81
OJT Requirements

Certificate of Eligibility

82
NBI Clearance

Passport

83
Birth Certificate

84
Transcript of Record Page 1

85
Transcript of Record Page 2

86
Plane Ticket

87
CHED Clearance

88
Schedule at BHG for the Month of February

Schedule at BHG for the Month of March

89
Schedule at BHG at the month of April

Schedule at BHG for the Month of May

90
Schedule at BHG for the months of May-June

Schedule at BHG for the Month of June-July

91
Schedule at BHG for the Month of July-August

92
 CURRICULUM VITAE
Of

Ronyl U. Bravo

#20 Lopez Jaena Street, Poblacion A, Tayug, Pangasinan

09202697598

Personal Information

Birthday: July 9, 1988 Age: 21 yrs old

Gender: Male

Parents: Leonida Ubaldo Bravo Ronilo Jubinal Bravo

Public School Teacher Company Guard

Siblings:

Randyl Bravo- 20 yrs old Ronalyn Bravo-18 yrs old

Religious Affiliation: Iglesia Ni Cristo (Church of Christ)

Nationality: Filipino

Civil Status: Single

Height: 5‘4‖

Weight: 54 kg.

93
Educational Background

Tertiary Level:

Bachelor of Science in Business Administration

Major in Management

ABE International College of Business and Accountancy- Urdaneta Campus

Urdaneta City, Pangasinan

Secondary Education:

Class Salutatorian

Luna College- High School Department

Tayug, Pangasinan

Batch 2005

Elementary Education:

1st Honors

Cal-litang Elementary School

Sta. Maria, Pangasinan

Batch 2001

Work Experiences

Student/Assistant

Summer 2006 (Marketing), summer 2007 (Admissions), 1 Semester 2008 (Registrar)

ABE International College of Business and Accountancy

94
 Urdaneta Campus, Urdaneta City, Pangasinan

Cashier

On-the-job (OJT) Training

BHG PTE. LTD.

Bugis Junction, Singapore

February 2009-August 2009

Achievements

JABE President

Junior Association of Business and Accountancy (JABE, official student body)

1st Semester, 2009

ABE International College of Business and Accountancy- Urdaneta Campus

Auditor

JABE

A.Y 2008-2009

Vice-President

JPIA (Junior Philippine Institute of Accountancy), ABE chapter

A.Y. 2008-2009

ABE International College of Business and Accountancy

95
 Member

SCAN International, Urdaneta Locale

Ecclesiastical District of Pangasinan East,

Locale of Urdaneta City, Iglesia Ni Cristo

Awards and Recognition

1. Champion- Essay Writing Contest

Buwan ng Wika 2007
ABE International College of Business and Accountancy- Urdaneta Campus

2. Champion- Declamation
Intramuarals 2004
Luna Colleges- High School Department
Tayug, Pangasinan

3. Champion- Oration
Division Meet 1999
East Central School
Sta. Maria, Pangasinan

4. Champion- Science Quiz Bee ( Division)

Division Meet 2000
East Central School
Sta. Maria, Pangasinan

5. 3rd Placer N.E.A.T (Bronze Medal from Governor Agbayani)

6th District, Panagasinan
Grade 6

96