CONTENTS
1 A word from Jill McDonald, our Chief Executive
2 Welcome What we’re about
4 Introduction A little bit about us
6 Education Recognising talent
8 Our learning path
10 Job role Work Experience
12 Job role Crew Member
14 Job role Apprentice
16 Job role Crew Trainer
18 Job role Shift Manager
20 Job role Trainee Business Manager
22 Job role Second Assistant Manager &
First Assistant Manager
24 Job role Business Manager
26 Job role Operations Consultant
28 Job role Franchisee Consultant
30 Case study National Deployment Officer
32 Case study Head of Environment
34 Case study Head of Trust & Family Marketing
36 Do more with us
38 restaurant Profile: Liverpool Street, London
39 restaurant Profile: Sea Lane, Skegness
40 restaurant Profile: Highway Shadwell, London
41 restaurant Profile: Kinnaird Park, Edinburgh
42 restaurant Profile: Meadowhall Food Court, Sheffield
43 next steps
44 Partners
We’re embarking on an exciting period
for the hospitality industry. In coming
years Britain will play host to the London
2012 Olympic and Paralympic Games
and other world class events, including
the 2014 Ryder Cup and Commonwealth
Games and the 2015 Rugby World Cup.
What is already a vibrant sector,
employing one in 20 people in the
UK, is set to grow rapidly.
Here at McDonald’s we believe
that by putting our employees first
we will attract and retain the most
dedicated and motivated people.
A word from
Jill McDonald
This Prospectus will tell you everything you need to know about life at
McDonald’s. It explains our education credentials and the values which
underpin our everyday business practices. Most importantly, it offers
valuable information about our people. We explain the different routes
employees can take to develop their careers and include firsthand
accounts by some of the people who work in our teams.
McDonald’s is a company with an ever expanding training programme.
In 2008 we achieved awarding body status, enabling us to recognise
the impressive achievements of our employees with nationally recognised
qualifications. Since then our training has gone from strength to strength
and our relationship with government bodies and qualification providers
continues to grow. In 2010 we became one of the UK’s largest
apprenticeship providers and we now offer a BTEC qualification for
our work experience candidates. We are also delighted to offer our
Business Managers the opportunity to study for a Foundation Degree.
Our employees are individuals with talent and ambition and we’re
committed to helping them develop their careers. We have a proven
track record of promoting from within; around 90% of our restaurant
management began their careers as Crew Members. This progression
is no accident; every year we invest millions in developing the talent of our
80,000 employees. It’s an investment we are committed to continuing.
Whether you are looking to build a career with us, or use the experience
as a springboard to something else, McDonald’s is here to help you
realise your full potential.
201
0
TOP 100
GRADUATE EMPLOYERS
OUR Chief Executive
WELCOME
2
Welcome to the McDonald’s
Prospectus. Here you can find
out about what we stand for not
only as an employer, but also
as an educator, provider of
training and nurturer of talent.
WE’RE ABOUT FAIRNESS
WE’RE ABOUT MOVING
FORWARD
The customer is at the heart of everything we
do and we rely on our employees to provide
them with the best possible experience.
Our people pull together to form powerful
teams; they are the most valued part of the
business. This Prospectus celebrates some
of these talented people and gives you an
insight into the paths their careers have taken.
Janette
Apprentice
Business Manager
WE’RE ABOUT PEOPLE
Jonathan
Trainee Business Manager
Kirsty
Franchisee Consultant
Ian
Operations Consultant
We take our responsibility to our local
communities seriously. Through supporting
local charities and sharing our resources,
we do our bit to make things better.
And most of all…
Second Assistant Manager &
First Assistant Manager
WE’RE ABOUT GIVING BACK
Good business is built on strong ethics.
Accountability, honesty and integrity are
just a few of our core values.
Louis
We’re constantly adapting and shaping the
way we work to meet the needs of our
customers and, of course, our people.
Kerry
Crew Trainer
Umair
Shift Manager
Shamsa
Crew Member
Stephen
Michaela
Work Experience
WHAT
WE’RE
ABOUT
3
introduction
a little
bit about us
The story of McDonald’s starts with a
man named Ray Kroc. Back in 1954,
he discovered a small but successful
restaurant run by brothers Dick and
Mac McDonald in San Bernardino,
California, USA.
He pitched to them the idea of creating McDonald’s restaurants all over
the country. The following year, he founded the McDonald’s corporation,
and five years later bought the exclusive rights to the McDonald’s name.
By 1958 the success story was well and truly on its way, with McDonald’s
selling its millionth hamburger.
Ray’s approach was daring and innovative. He persuaded both
franchisees and suppliers to buy into his vision, working not for
McDonald’s, but for themselves, in partnership together. His slogan was
“In business for yourself, but not by yourself.” His philosophy was based
on the simple principle of a 3-legged stool: one leg was McDonald’s, the
second, the franchisees, and the third, McDonald’s suppliers. The stool
was only as strong as the 3 legs. This model is still adhered to today.
From that humble start, we’re proud to have become one of the world’s
leading quick service restaurant chains, with more than 32,000
restaurants serving more than 60 million people in more than 100
countries every day.
THE qualifications we offer
In January 2008, McDonald’s UK was granted status as an official
awarding body, a terrific acknowledgement of the high standards we’ve
achieved in our training and development. McDonald’s new qualifications
recognise the value of skills learned and applied in the workplace.
Through our status as an awarding body we give young people the
opportunity to supplement the education they received at school with
further valuable qualifications.
A recent independent study from Leeds Metropolitan University found that
96% of our people think the skills they’ve gained at McDonald’s will be
useful to any future employer, and that 8 out of 10 employees see the job
as a long term career. In other words, however our people get to us, and
wherever they want to go, they feel more confident and prepared because
of our training.
And the awards we receive
You don’t have to take our word for it when we say that McDonald’s is an
organisation that helps people flourish. We’ve got the awards to prove it.
For the past ten years, McDonald’s has made it onto The Times Top 100
Graduate Employers list. Then there’s Great Places To Work, a prestigious
competition that recognises the UK’s Top 50 employers. McDonald’s made
the list in 2007, 2008, 2009 and 2010. Not that we’re counting or anything.
4
McDonald’S IN THE UK
Since McDonald’s opened its first restaurant in the UK in Woolwich,
South East London in October 1974, the Golden Arches have become
a familiar symbol, now seen on high streets, major roads and retail
parks across the UK.
people
There are now over 1,200 McDonald’s restaurants across the UK, serving
over 3 million people every day. We employ over 80,000 people and invest
over £30m in training and development each year. As an employer,
McDonald’s offers a culture of flexibility, opportunity, equality and diversity.
We have what is probably one of the most culturally diverse workforces
in the UK, but while our people come from all walks of life, they share
a common approach: a positive one. At McDonald’s we conduct our
business to high standards of fairness, honesty and integrity.
franchising
McDonald’s is a franchising organisation and more than 60% of our
restaurants in the UK are owned and operated by local businessmen and
women. As a McDonald’s Franchisee you’re a large and valuable part of
your local community, as well as being an important part of a renowned
global organisation.
community
McDonald’s restaurants function as part of their local community. We lead
and support a range of community activities from litter picks to charity
events and local football matches. We’re proud to be an integrated part
of the communities we operate in.
environment
At McDonald’s we recognise our responsibility to protect and preserve
the environment for future generations. Our goal is simple; to achieve
continuous environmental improvement across all areas of our business.
This goal influences everything we do, from the sourcing of our
ingredients, to the choice of the materials we use to build our restaurants.
So far we’ve made some important changes. We now recycle our used
cooking oil into bio-diesel to power our delivery fleet. And in 2009 we cut
the underlying electricity use of our restaurants by 10%. Our cardboard
packaging has got greener too; it’s now made from at least 70%
post-industrial recycled paper.
There are now over
1,200 McDonald’s
restaurants across the UK,
serving more than
3 million
people every day. We employ
over 80,000
people and invest over £30m
in training and development each year.
SUPPORTING FAMILIES
Ronald McDonald House Charities (RMHC) is the main
focus of our fundraising initiatives in the UK. The charity
provides free accommodation; a home away from home
for families of hospitalised children. The first House in the
UK opened in 1990 at St. Guy’s hospital in London. It is part
of a network of RMHC ‘chapters’ operating in 50 countries
around the world, providing support for hospitalised
children and their families.
In November 2009 a purpose built RMHC House opened
in Birmingham. With 60 bedrooms, it’s already provided
a home to more than 1000 families with children being
treated next door at Birmingham’s Children’s Hospital.
The Birmingham house is a place where parents can
relax and get a good night’s rest after spending a draining
day at the hospital supporting their sick children. At the
heart of the house are the 14 staff, who do their best, often
in difficult circumstances, to make families feel at home.
“We offer a haven from the hospital,” says Assistant
Manager Tracy Flamson. “We’re available if parents want
to come and chat. We also keep an eye on them to check
they’re okay – some of them are really suffering.”
“We make a terrible situation a little bit better by enabling
family and friends to stay near the child,” says the House’s
Manager Emma Cairns. Parents can also benefit from the
company of other families staying in the House.
“Families mix with each other in the communal rooms and
support each other. Their kids may not have the same
illness but they know what each other are going through,”
says Emma.
5
education
recognising
talent
JUST THE JOB
What does a job at McDonald’s offer?
Lively environment? Check.
Part time shifts that fit around your lifestyle?
No problem.
Further career opportunities? Of course.
6 million
hours a year
are spent training McDonald’s employees.
People from 16 countries
attend the Business Leadership Practices and Operations
Consultant Course offered at McDonald’s University.
LEARNING WITH US
In 1961, Fred Turner, McDonald’s former senior chairman and Ray Kroc’s
first grill man, founded “Hamburger University” in the basement of a
McDonald’s restaurant in Illinois. That same year the first class of
14 students graduated.
From the start the intention was to teach and maintain consistently high
standards of procedure, service, quality and cleanliness. It has become
the global centre of excellence for McDonald’s training.
There are now University campuses in major cities across the world,
including Sydney, Tokyo, Munich, Hong Kong and Brazil. McDonald’s UK
University is based in East Finchley, London. There we offer a range of
courses from customer service to strategic leadership.
Over the following pages, you’ll find all the information you need about
working and learning with us. Whichever role you see yourself filling at
McDonald’s, you’ll find out everything you need to know about it here.
6
10,000 people
a year attend courses at McDonald’s University in London
and at McDonald’s other training centres across the UK.
Since 2006 we have helped thousands of our
employees to achieve nationally recognised
qualifications.
7
our learning path
CONSULTANTs
business
MANAGER
Qualification
Foundation Degree in
Managing Business
Operations
first
assistant
manager
Second
assistant
manager
SHIFT
MANAGER
Qualification
CREW
MEMBER
WORK
EXPERIENCE
Qualification
Qualification
Level 1 & 2 Certificate in Adult
Literacy and Numeracy
Level 1 Foundation Certificate
in Personal Finance
APPRENTICE
CREW
TRAINER
TRAINEE
BUSINESS
MANAGER
Level 3 Diploma in Shift
Management
First Aid at Work
Qualification
L evel 2 Apprenticeship
in Hospitality
Training
Level 2 BTEC Certificate
in Work Skills
Training
Training
Training
Training
Training
Training
Training
Hygiene & Food Safety and
Health & Safety Training
on-line and in the restaurant
8
Training
Crew Development
Programme
Hygiene & Food Safety and
Health & Safety Training
on-line and in the restaurant
Training
Crew Development
Programme
Key Skills workbook
Apprentice Diary
Crew Trainer workbook
Management Development
Programme workbooks
Taste of Quality course
and workbook
Service Leadership course
and workbook
Conflict Resolution course on-line
Diversity on-line
Food & Restaurant Safety on-line
First Aid at Work Course
Basic Shift Management course
Advanced Shift Management
course
Service workbook
Quality workbook
Planned & Daily
Maintenance workbook
Effective Management
Practices course
Training workbook
Food Safety workbook
Safety & Security workbook
People Practices workbook
Business Leadership Practices
course
Business Planning workbook
Tutorials
Development Days
Operations Consultants course
Operations Consultants
Financial Skills workshop
Partnering for Results course
Franchisee Consultants
Financial Skills workshop
Consultant Writing Skills course
Business Controls course
Inventory Management
workbook
Crew & Management
Scheduling workbook
Restaurant Operations
Leadership Practice course
People Practices 2 workbook
Internal Communications
workbook
Shift Management workbook
9
Q&A
job role 1
TELL ME MORE
work
experien ce
Our work experience programme
is open to full-time students aged
14-19 and is designed to support
your school or college education.
WHAT
RESPONSIBILITIES
WILL I HAVE?
You’ll work with one of our
restaurant teams for 10 days, meet
new people and experience life in
a real workplace.
WHAT SKILLs
WILL I LEARN?
McDonald’s work experience is
designed to help you develop new
skills and gain knowledge about
yourself and the world of work.
Over the 10 days we’ll help you
build your confidence and teach
you lots of transferable skills.
“I’m an active learner so when it came to choosing work
experience, McDonald’s seemed a good option.”
While on work experience you
practise doing the jobs associated
with the role of Crew Member. My
boss made sure I learnt something
Doing work experience at
McDonald’s made a big difference
to how I approached things outside
of work as well. Working on the till
I learnt to make eye contact with
people and to speak clearly and
with confidence; invaluable skills.
After I got my GCSEs I decided
to apply to work part time at
McDonald’s, while I studied for my
A-Levels. The flexibility is amazing,
a lot of jobs wouldn’t allow you to
fit work around your studies,
McDonald’s not only do this but
give you a chance to study with
them too.
My long term ambition is to
become a Business Manager.
It would be fantastic to manage
one of the highest achieving
restaurants. I would also like to
do the McPassport, which is a
European-based work scheme that
allows you to work in McDonald’s
across Europe. When I heard about
it I thought, “Ok, I definitely want to
do that!”
I’m never embarrassed to talk to
new Crew Members when they
join. Everyone encourages you
and it’s an amazing team. I think
sometimes people don’t see the
whole picture; McDonald’s isn’t
just a job, it’s made me the
person I am.
WHERE DO I START?
To apply, you will need to be aged
14-19 and in full-time education.
Talk to your school’s work
experience co-ordinator and visit
mcdonalds.co.uk/people to find
opportunities in your local area.
Work Experience
To apply for work experience you
need to go online and fill out the
application form, just like you
would for a job. When I did this,
I was offered an interview. I did
well and they offered to take me
on for 10 days.
new every day – stock monitoring,
how to manage customers’
questions and responding to
regular customer needs.
As well as the opportunities for
personal and professional growth,
by completing some classroom
work before and after your
10-day work experience, you
can gain a Level 2 BTEC
Certificate in Work Skills.
Michaela
My work experience developed
my practical skills but the biggest
impact was on my confidence.
At school I stuck with my friends
and didn’t leave my comfort zone.
Working at McDonald’s changed
my attitude, it gave me the
confidence to talk to all kinds
of different people and tackle
new tasks.
WHAT’S IN IT FOR ME?
While doing work experience
You can achieve a level 2 BTEC Certificate in Work Skills
10
11
Q&A
job role 2
CREW
MEMBER
TELL ME MORE
There’s a lot more variety in the
role of a Crew Member than you
might think. Being a Crew Member
is all about teamwork. You’ll be
part of a team of people working
together to ensure that the
restaurant runs smoothly.
WHAT
RESPONSIBILITIES
WILL I HAVE?
A Crew Member has three main
responsibilities: Customer service,
Food Preparation, Cleanliness and
Hygiene. You’ll work in a team to
maintain the highest levels of
Quality, Service and Cleanliness.
WHAT SKILLs
WILL I LEARN?
Firstly, you’ll develop good
customer service skills, working to
meet the needs of our customers
with speed and accuracy. If you’re
friendly, courteous and helpful by
nature you’re already half way
there. Secondly, you’ll learn how
to work in a busy environment
with a modern approach to food
preparation. You’ll become an
expert in the kitchen, upholding
McDonald’s high standards.
And finally, you’ll learn about
cleanliness and hygiene
in a company that has a
whole-hearted commitment
to these responsibilities.
“I wanted to get a job as soon as I was 16 because I’m quite
independent. I did the application online and I was really
chuffed when I got the job, it makes you feel special.”
I settled in really quickly, and
everyone helped me out and made
me feel comfortable. I’ve worked
at McDonald’s for 20 months now
and there’s so much to learn,
which is brilliant.
under pressure, you learn skills
that are also useful in everyday life.
You get a great social life too,
hanging out with work friends. I’m
going to university, but I’d still love
to get promoted to Shift Manager.
Once I finish my studies, I’ll have a
degree and a solid, secure job that
I’m very happy in.
WHAT’S IN IT FOR ME?
Stephen
Crew Member
My typical day? Clock in, wash
your hands and get ready to go.
My job is front counter, interacting
with our customers; I deal with
money, serving food and cleaning.
Sometimes I’ll accept deliveries
and help to stock up, which makes
a nice change.
In terms of skills, good customer
service is really important. I try to
put myself in their position. Be nice
to people and work with a smile
on my face. Serving customers,
speaking to people you don’t know,
really increases your confidence.
And of course you learn about
serving food, which is good
experience for any restaurant job.
I’ve been able to pass on my
knowledge too; I’m hoping to
progress to the position of Crew
Trainer soon. Working as a team,
You’ll develop a set of valuable
skills that will help you succeed
in your chosen career. And you’ll
learn all these skills in a fast paced
business environment. You can also
progress to the role of Customer
Care Assistant, in which you’ll work
in the dining area, looking after our
customers to make sure that
everyone enjoys their visit.
WHERE DO I START?
while working as a crew member
you can achieve a level 1 & 2 certificate in adult literacy and numeracy
12
Enthusiasm, dedication and a
professional attitude are the most
important qualities. To find out more
about learning and working with us
visit mcdonalds.co.uk/people
13
Q&A
job role 3
TELL ME MORE
If you want to start work, but
don’t want to stop studying, then
a McDonald’s Apprenticeship
could be for you. You earn a wage,
at the same time as gaining
valuable skills and a nationally
recognised qualification.
“I started working at McDonald’s as a part time job but it’s
turned into an education, and I’m getting paid for it as well.
I’m only 19 and I could get promoted to shift management.
It’s a very exciting prospect.”
APPREN TICE
I worked as a Crew Member for
a year and a bit before doing the
Apprenticeship. It was great to
have a flexible job. After completing
my Apprenticeship a new manager
joined the restaurant and put
me forward for the role of Crew
Trainer. He helped me out with
all my exams and within a
couple of weeks I was helping
other apprentices gain their
own qualifications.
If you’re good at team work and
customer service you can progress
through the Company so fast.
I wouldn’t get this treatment in
another job. The way it’s helped
me with my education is brilliant.
People have started talking about
management as a prospect for me.
I’d recommend getting a job at
McDonald’s to anyone as long as
you’re committed.
Under the supervision of a Crew
Trainer, you will be expected to
gradually adopt more of the day to
day responsibilities of restaurant
life. These include hospitality,
hygiene and health and safety.
WHAT SKILLs
WILL I LEARN?
As an Apprentice you’ll develop
practical skills in customer service,
food preparation, cleanliness and
hygiene. You’ll also learn more
about the business; our community
commitments, our environmental
policies and the provenance of our
food. Plus you have the chance to
pick up more CV-boosting skills
in Maths, English and ICT.
WHAT’S IN IT FOR ME?
Customers make my day really.
Some of them make me laugh
so much, so do the crew.
Apprentice
Jonathan
I did the Apprenticeship to enhance
my career; it’s one of the most
major qualifications I’ve worked for.
I had to fill in my experiences in
the Apprenticeship Diary writing
down what I was getting out of it,
things like customer awareness
and people skills. My Crew Trainer
mentored me and reviewed
the diary every week. It took
about a year to complete the
Apprenticeship, it was a big
thing to get on my CV. It shows
I’m dedicated.
WHAT
RESPONSIBILITIES
WILL I HAVE?
As a McDonald’s Apprentice,
within 12 months you could have
a Level 2 Apprenticeship in
Hospitality, equivalent to 5
GCSEs of A*-C grade. You’ll earn
while studying, on the same rate
of pay as our regular crew.
WHERE DO I START?
Once you’re of school leaving
age, you can apply online at
mcdonalds.co.uk/people
or if already working with us,
ask your Business Manager
for more information.
While working as an Apprentice
You can Achieve a level 2 apprenticeship in hospitality
14
15
Q&A
job role 4
crew
trainer
TELL ME MORE
You’ll supervise a team of crew
and Apprentices, helping them to
complete their training. You’ll also
lend support to the management
team, ensuring your restaurant has
an excellent standard of training.
WHAT
RESPONSIBILITIES
WILL I HAVE?
You’ll train Crew Members on the
job, teaching them everything they
need to know to work effectively
as part of the team. You’ll also
support colleagues who are taking
their Apprenticeship. It will be your
role to assess their skills and offer
them extra help with any tasks
they have problems with.
WHAT SKILLs
WILL I LEARN?
“Whilst I was studying at University I applied for a part-time job
at McDonald’s and it has turned out to be a fantastic choice.”
I’m still balancing my career in
the restaurant with my studies.
At the moment I’m doing a Masters
in Business Administration at the
University of Wales.
I can’t wait to become a Shift
Manager and my role as a Crew
Trainer is a valuable step towards
my next promotion. I’m going to
stay at McDonald’s for as long
as I can, I love it.
WHAT’S IN IT FOR ME?
You’ll build up management skills
which help you to progress to the
next level. It’s a chance for you to
demonstrate your competence and
stand out from the crowd.
WHERE DO I START?
Working at McDonald’s changed
my outlook and made me a more
motivated person. Being a Crew
Trainer has also had a big impact
on my leadership skills as I’ve
learnt how to lead and coach teams.
You will need to be a Crew Member
with strong training skills and have
a desire to help people realise
their potential. Many of our Crew
Trainers have also completed the
Apprenticeship Programme.
To find out more about learning
and working with us visit
mcdonalds.co.uk/people
Umair
Crew Trainer
I applied online to McDonald’s for
a position as a Crew Member and
I started out working in the kitchen.
Once I’d become skilled at
preparing food I was moved to
the front counter to develop my
customer service skills and within
9 months I was promoted to
Crew Trainer.
As a Crew Trainer I do a similar
job to Crew Members with the
additional responsibility of training
new and existing employees.
I make sure that new Crew
Members feel comfortable and
that they’re properly trained in
every station.
You will learn to lead by example
and be a role model to others.
16
17
job role 5
shift
manag er
Q&A
TELL ME MORE
As a Shift Manager, you’ll need
to focus on the bigger picture.
You’re required to keep an eye on
all areas of the restaurant to make
sure they’re running smoothly and
customers enjoy their visit.
WHAT
RESPONSIBILITIES
WILL I HAVE?
You’ll have responsibility for the
whole restaurant during your shift.
You’ll need to be alert and make
sure that everyone is working
efficiently as a team. You’ll also
need to talk to your customers as
a representative of the restaurant,
helping them with any questions
they may have.
WHAT SKILLs
WILL I LEARN?
You’ll develop excellent
interpersonal skills and learn
how to respond professionally
to customer inquiries. You’ll also
develop your understanding
of business practices; including
managing people and
stock control.
“My role as Shift Manager is the third step in my career at
McDonald’s. Like most people I started as a Crew Member
and was then promoted to a Customer Care Assistant
before reaching my current level as Shift Manager.”
My manager is brilliant; he sees
people’s potential and makes sure
you can climb the career ladder,
it’s kept me really motivated.
If I worked somewhere else
I wouldn’t have so much training
time invested in the development
of my career. For example, at the
moment I’m enhancing my
prospects by doing the first part
of the Management Development
Programme. This means completing
a number of workbooks and
then attending a basic shift
management course at head
office for 3 days. The training at
McDonald’s is unique because it’s
there to develop you as a person as
well as part of a professional team.
WHAT’S IN IT FOR ME?
You’ll be rewarded with a nationally
recognised Level 3 Diploma in
Shift Management, and the
appreciation of your crew!
WHERE DO I START?
You need to have worked as a
Crew Trainer and many of our
qualified Apprentices progress to
be Shift Managers. To find out more
about learning and working with us
visit mcdonalds.co.uk/people
Shift Manager
The other big part of my role is
organisation. I begin my shift by
going through the check lists and
giving everyone their tasks. On the
shift I organise the team to make
sure customers are served on time.
I’ve always got one eye on quality
control to make sure we’re serving
food that is fresh and well
prepared, and that everyone is
cleaning up as they go. I also have
a first aid certificate as I have a
responsibility for health and safety.
Shamsa
My job requires good inter-personal
skills and a lot of patience! It’s
part of my job to deal with any
complaints that customers might
have. You have to keep calm and
professional. I’ve learnt how to
deal with people in a polite and
helpful way. I’m naturally quite
a shy person but since working
here I’ve become more outgoing
and got to know lots of our regular
customers. The people skills
I’ve developed at McDonald’s
have been useful for the Law
degree I’m currently doing.
For me a successful day
means no complaints and
100% satisfied customers.
While working as a Shift manager
You can Achieve a Level 3 diploma in shift management
18
19
Q&A
job role 6
trainee
Business
manager
TELL ME MORE
A Trainee Business Manager
works as part of the restaurant
management team to ensure the
efficient running of the restaurant.
WHAT
RESPONSIBILITIES
WILL I HAVE?
You’ll be responsible for a
wide range of tasks, including
managing shifts, restaurant
security, inventories, stock control,
training and customer service.
WHAT SKILLs
WILL I LEARN?
You’ll learn commercial skills in
areas including finance, marketing,
leadership and HR. You’ll attend
several courses at our McDonald’s
University to hone your business
instincts and develop your
management skills.
“I joined McDonald’s on the Trainee Business Manager Programme straight from
University. After completing my 20 week intensive training, I’ll be a fully qualified
Second Assistant Manager.”
My days are demanding, both
physically and mentally, but it’s
definitely better to have lots to
do rather than not enough. You
need to be able to make smart
decisions on your feet.
I think a really important skill
this role develops is empathy;
it’s necessary to be tuned into
your customers and your crew.
You need to really care about the
crew as they’re the ones delivering
the results. The crew also have a
lot of important information so it’s
vital to listen to them. At University
I learnt all the theories about
management and now I’m applying
them. I’m quite a friendly person
and crew tell me they like working
with me; I have a good laugh and
work hard.
My goal is to become a Business
Manager and I’m looking forward
to being more involved in the
financial side of the business.
At the moment I’m really happy
with where I am. My training has
been brilliant. I manage a large
team but still care about crew
on a personal level.
WHERE DO I START?
You’ll be a graduate or someone
with business experience who has
set their sights high and is able to
inspire those around them. You’ll
also need to be a logical thinker,
tenacious, energetic, and willing
to work hard. To find out more
about learning and working with
us visit mcdonalds.co.uk/people
Kirsty
Before I could manage a team of
crew, I needed to learn how all the
areas of the restaurant operated.
So I spent two months learning the
basics before taking responsibility
for managing the shift. Most days
I’ll be responsible for managing up
to 20 people whether I’m working
over breakfast, in the day or
the evening. I also have additional
responsibilities including inventory,
stock ordering and cash control
and of course it’s a big part of my
job to assist customers.
You will gain training that expands
your career opportunities, opening
up the potential to rise to the level
of Business Manager. You’ll also
receive some fantastic benefits.
These include 6 weeks’ holiday
a year, annual performance related
pay reviews and many other
competitive benefits.
Trainee Business Manager
I studied Business Management at
Newcastle University. The day after
my graduation I joined McDonald’s
as a Trainee Business Manager.
I was looking for a job in which
I could work closely with people.
I get to use my teaching skills
at McDonald’s; coaching Crew
Members on the job. I love seeing
them improve.
WHAT’S IN IT FOR ME?
20
21
Q&A
job role 7
second assistant
manager & First
assistant manager
TELL ME MORE
You’ll work as part of the restaurant
management team to ensure the
efficient running of the restaurant.
You’ll help Crew Members with
their training as well as completing
the Management Development
Programme yourself.
WHAT
RESPONSIBILITIES
WILL I HAVE?
You’ll have a hands-on role in
running the restaurant; you’ll
be involved in customer service,
responsible for crew motivation
and helping Shift Managers to
meet their targets. You’ll support
the Business Manager in running
the business; ordering products,
managing the accounts,
coordinating deliveries and writing
employee performance reviews.
“I started as a Crew Member back in 1996. Several promotions
later I’m happy to say I’m working as a First Assistant Manager
in the Marble Arch restaurant.”
My job involves overseeing all
areas of the restaurant’s business.
This means I’m responsible for
dealing with any issues which arise
during the shift, whether it’s a
people problem or there’s a piece
of equipment I need to take a look
at. I decide which problems to deal
with myself and which to delegate
to Shift Managers and crew.
A large part of my role is to manage
the training and development of
everyone who works in the
restaurant. I have monthly
meetings with the Crew Trainers
and I lead the Apprenticeship
programme. I also support the
Second Assistant Managers; they
do a similar job to me but at
a more junior level.
Every day I check in with the
Shift Managers and give them
their targets and guidance on how
to achieve those targets. I’ll also
make sure I get a bit of time in the
office checking invoices and emails.
Working at McDonald’s has taught
me so much. The funniest learning
experience was when I first came
over from Cameroon to England
and had to learn to stop calling the
gherkins ‘pickles’. Of the more
serious things I’ve learnt, how
to stay calm under pressure is
probably the most important.
During busy shifts there’s so much
to think about and so many people
to supervise and assist. I’ve learnt
to listen to everyone and prioritise
urgent tasks: to do lists are
important. It’s also made me
meticulous about cleanliness,
not only at work, but at home too.
My girlfriend works for McDonald’s
as well and she says there’s nothing
left to clean, we’ve picked up the
same habits; supreme tidiness.
WHAT SKILLs
WILL I LEARN?
You will develop an excellent
set of commercial skills; gaining
understanding and practice in
areas which include finance,
marketing, leadership and
human resources.
I hope to become a Restaurant
Manager within 6 months and my
long term goal is to work for the
National Operations Department.
I’m looking forward to a long
career with McDonald’s.
WHAT’S IN IT FOR ME?
You’ll gain training that will make
your CV shine. You’ll also gain a
rich understanding of what it takes
to run a successful business, an
important step towards the role
of Business Manager.
Louis
First Assistant Manager
WHERE DO I START?
22
You’ll need to have worked as a
Shift Manager or have completed
the Trainee Business Manager
Programme. It’s also important
to be ambitious, work well under
pressure, and have great people
skills. To find out more about
learning and working with us visit
mcdonalds.co.uk/people
23
Q&A
job role 8
business
manager
TELL ME MORE
A Business Manager is in charge
of the running of the restaurant.
You will provide motivational
leadership to the restaurant team,
ensure customers leave satisfied,
and make sure that the business
is financially strong.
WHAT
RESPONSIBILITIES
WILL I HAVE?
You’ll be responsible for making all
of the major decisions associated
with running the restaurant, from
recruitment to energy efficiency.
You’ll also work at building a strong
and mutually beneficial relationship
with the local community.
WHAT SKILLs
WILL I LEARN?
“I’ve worked for McDonald’s for nearly 13 years, I started
back in the day as a Crew Member, it was a part time job
while I studied at college. I progressed through the ranks
to reach a salaried management role, so when I finished
my Law degree it made sense to carry on my career
with McDonald’s.”
You’ll get to make decisions that
shape the future of the restaurant.
It’s a prestigious position with
great benefits.
I’m keen to progress further within
the business, and I’m sticking with
McDonald’s because of the great
career opportunities here. I can see
myself working in training or as a
Franchisee. I’m always going to
want another challenge.
The biggest part of my role is
training, in a sense it’s about
feeding all the training I receive
back to my team. Another key
responsibility is business planning
for the year. I keep those targets
in mind in every decision I make
about the running of the restaurant.
WHERE DO I START?
Business Manager
Every day working here is different,
that’s what makes it so appealing.
Your to-do list is always changing
as fresh challenges arise. There are
different measures of success in
this role; one day success might
mean training people, another it
might mean beating a sales record.
WHAT’S IN IT FOR ME?
You’ll need to prove that you’re a
good manager by working through
the Management Development
Programme. You’ll need to have
a good business brain and
know how to get the best from
your employees. To find out more
about learning and working with
us visit mcdonalds.co.uk/people.
Janette
I’ve been running a restaurant
for about six years now. I think
the fantastic thing about working
here is the amount of training on
offer. In every role there’s training
in place that will give you a leg up
to the next level. Recently I was
part of the pilot group for the new
McDonald’s graduate programme
with Manchester Metropolitan
University; I graduated with a
Foundation Degree in
Managing Business Operations.
A combination of courses and
experience provide you with the
key skills you need to progress.
Putting theory into practice is
definitely the best way to learn.
You’ll gain fantastic leadership
skills, as well as impressive
business management skills that
will enable you to make your mark
in the hospitality industry.
while working as a business manager
you can achieve a foundation degree in Managing business oPerations
24
25
Q&A
job role 9
operations
consultant
TELL ME MORE
Operations Consultants provide
leadership for teams of Business
Managers. You’ll offer coaching,
direction and support to those
running the restaurants.
WHAT
RESPONSIBILITIES
WILL I HAVE?
Your responsibility is to ensure the
success and good reputation of a
large group of restaurants. You’ll
need to recognise and reward the
success of McDonald’s crew and
management. Building strong
business relationships with
restaurant management teams.
“I knew from when I started aged 16 that this was what
I wanted to do. After finishing Uni, I’d reached the position
of First Assistant Manager. Since then I’ve built my way up
to the point where I oversee 700 employees and I’m in
charge of nine Business Managers. I’ve been doing my
current job for a year; I love it, absolutely love it.”
I think of my key responsibilities
as offering support, guidance,
coaching and training to Business
Managers, Assistant Managers
and Shift Managers. I try to always
be available to offer advice when
it’s needed.
I want to get as high as my
ambition and hard work will take
me. Ultimately I would like to work
in Head Office. My short term goal
is to get involved with the work
McDonald’s is doing for London
2012. I love sports and I love my
job, so it would be great to have
a role that allows me to do both.
You’ll develop a sophisticated and
wide reaching understanding of
McDonald’s as a national business.
You’ll develop negotiation skills,
become excellent at training,
gain a greater insight into how
the business works and learn
to lead through influence.
McDonald’s has offered me some
fantastic benefits. The most
incredible was a full VIP trip
to South Africa in June 2010.
There were 12 employees selected
to go as recognition of their hard
work and high achievement.
It was just amazing, a totally
unique experience. I got to go to
two World Cup Games. That’s what
I love about McDonald’s, if you
work hard you’ll be rewarded.
The Times newspaper agrees
with me on that, last year I was the
second youngest woman in their
feature Top 50 Places Women
Want to Work. It was a very proud
moment for me and the Company.
WHAT’S IN IT FOR ME?
You’ll have fabulous networking
opportunities; meeting influential
opinion formers and working with
them in the community. You’ll also
gain experience in leading a large
number of people.
WHERE DO I START?
You’ll need to have worked as
a Business Manager, to be a
collaborative leader and to take
a wide and analytical view
of the McDonald’s business.
To find out more about learning
and working with us visit
mcdonalds.co.uk/people
Kerry
Operations Consultant
I can’t say that any week is ever
the same, but I’ve worked out a
flexible structure whereby I do
most of the paperwork on Monday
leaving the rest of the week to get
into restaurants. I carefully plan my
visits to make sure I’m there for
the shifts that need help achieving
their targets. I work hard at building
trust with my team; I guide them
through discussion and don’t
dictate from the top. There are
lots of courses available that help
you to build an understanding of
consultancy, but ultimately it’s
down to you in terms of how you
deliver the job.
WHAT SKILLs
WILL I LEARN?
26
27
Q&A
job role 10
franchisee
consultant
TELL ME MORE
Franchisee Consultants work
alongside our Franchisees and
offer advice and guidance,
supporting them in the running
of their businesses.
WHAT
RESPONSIBILITIES
WILL I HAVE?
You’ll support several franchisees,
offering business advice through
restaurant visits. You’ll also assess
the performance of their businesses.
WHAT SKILLs
WILL I LEARN?
“I started working for McDonald’s during a year I spent in the Caribbean.
The McDonald’s restaurant was new to the island at the same time as I was,
so I went for a job there. When I got back to the UK, McDonald’s offered me
a salaried role. At that point it really became a career choice, I was only 19,
but I was sure it was what I wanted to do.”
In my own time I work on the board
of trustees of Ronald McDonald
House Charities. Without my
training I’m not sure I would have
had the initiative to do that. I’m so
glad I did, it gives me a sense of
fulfilment which is totally different
to the satisfaction of salaries
or praise, one that comes from
helping families. It’s widened
my horizons.
Doing this job has had a big impact
on all areas of my life. I’ve met
MPs and visited the Chambers
of Commerce and spoken to the
governing bodies of schools.
These experiences have taught
me to overcome shyness and act
when I see an area of opportunity.
This year I was fortunate enough
to win the Presidents’ Award,
it’s a global award that is given to
those considered to be in the top
1% of the organisation. You go to
an awards dinner in the UK and
then all the winners from across
the world go to McDonald’s
WHAT’S IN IT FOR ME?
Franchisee Consultants are
supported with an advanced
training programme delivered
both in the UK and our global
Headquarters in Chicago.
Working with our Franchisees
involves meeting and engaging
with local opinion formers and
key stakeholders.
Headquarters in Chicago with their
partners for a celebration evening
with the global leadership team.
It’s also a good opportunity to
network with people from around
the world. There’s so much to
be proud of in the McDonald’s
worldwide organisation.
WHERE DO I START?
Ian
I also receive coaching myself; you
always have a mentor there to give
you advice and there are also lots
of communication skills courses
available. These help you develop a
rounded skill-set; from networking
to proof reading. Self-education is
also advocated, we’re encouraged
to make use of the Company
facilities to deepen our
understanding of the mechanics
of business. All this training makes
a promotion to Operations Manager
a realistic ambition of mine.
Franchisee Consultant
Now I work as a Franchisee
Consultant. I work with five
Franchisees across 25 restaurants
in the South London and Surrey
areas. I’m the face of McDonald’s
for the Franchisees, someone
they can talk to daily about their
businesses, a trusted adviser.
I train Franchisees on the job which
is always interesting. You’re taking
an external business person with
lots of business acumen and
introducing them to the McDonald’s
system. An expert knowledge of
the McDonald’s system is essential
for this role.
Your work with our entrepreneurial
franchisees will help you become
a skilled communicator and
negotiator. You’ll learn how to lead
through influence, an invaluable skill.
28
You’ll have progressed through
the restaurant management
ranks and most recently will
have worked as an Operations
Consultant. You will have
demonstrated strong leadership
and business acumen in managing
company-owned restaurants
and be ready to support our
Franchisees in the growth of their
business. To find out more about
learning and working with us visit
mcdonalds.co.uk/people
29
30
What does working at McDonald’s mean to you?
When people say “You have ketchup in your blood”
they’re not wrong; from the moment I applied for
McDonald’s I wanted to work for them. Working for
McDonald’s is a lifestyle, it’s all about learning. There
are no real limits to where you can go and what you
can do at a national and potentially even international
level. We’re a global brand – I’ve truly met the world
in my job.
Tell us one thing about yourself that few
people know.
I’m currently training hard to run a marathon next year.
Who is your hero?
My parents, for putting up with me.
Where would you like to be in 10 years’ time?
I’m up for most challenges as long as it’s
in McDonald’s.
National Operations
at McDonald’s
How important is National Operations to the
success of McDonald’s?
When McDonald’s introduces a new product or
process to its restaurants it’s the job of National
Operations to standardise these operations. We make
sure all the restaurants are moving in the same
direction at the same time. We control the information
going out to restaurants. Our job is to alleviate the
pressures on Business Managers as much as we
can so they can focus on running the restaurant.
We ask questions like, ‘Will the language of this
communication be easily understood by a Business
Manager?’ And,‘Are these realistic requests of
restaurants?’ My job is to present the new product
or process to the executive team and then, once
approved, help communicate this to our restaurants.
What makes someone qualified to work in the
department of National Operations?
I think having been around different regions and
worked in different restaurants is an important
qualifier. My own path took me through all kinds of
different McDonald’s restaurants across the country.
I started as a Trainee Manager in 1997, straight after
doing my A-Levels. My training was in the Drive Thru
Colindale McDonald’s and that was the first step I took
towards my current job. I had a lot of fun along the
way. I worked to open a restaurant in Shepherd’s Bush
from scratch and I increased sales in the Strand
restaurant, which led to us winning National
Restaurant of the Year.
Those are just a few of the many great restaurant
experiences that prepared me for my current job in
National Operations at Head Office. Today I work there
as a National Deployment Officer.
I still get out into restaurants a lot because it’s
important that people in my department are current
and up to date. Whether we’re testing new protocols,
rolling out new products and procedures to
restaurants, or introducing new equipment, being
connected to restaurants is vital.
What makes National Operations an exciting
department to work in?
One of the best parts of the job is the number of
other departments we deal with. From HR to Health
and Safety the influence of National Operations is
wide-reaching. It’s great because it lets you see
the bigger picture; how immense this company is.
I saw this job as an exciting new challenge; it’s totally
different to my previous roles but it draws on the
experience I had in restaurants.
“In this job you see the
bigger picture,
how immense the
company is. We make
sure all the
restaurants
are moving in the
same direction
at the same time.”
National Deployment Officer
Tell us about Yourself
Sharad
National Deployment Officer
HEAD OFFICE
case study 1
31
32
What does working at McDonald’s mean to you?
I’ve worked for McDonald’s UK for two years now
and McDonald’s Australia for two and a half years prior
to that. I consider myself really lucky to be working for
such a great company.
Tell us one thing about yourself that
few people know.
I’ve gone back to school. I am currently studying at
the Open University for my second degree which is
in Environmental Policy and Development.
Who is your hero?
Al Gore for raising awareness of climate change
through ‘An Inconvenient Truth.’
McDonald’s and the
Environment
Do you feel that McDonald’s is an innovator when
it comes to green issues?
McDonald’s has a strong track record in ethical and
sustainable sourcing, and we demand extremely high
standards of our suppliers. We’re also developing
innovations on waste with projects like the
‘Energy from Waste’ programme and we have great
systems in place for energy management with our
energy-saving technology. Keep watching this space
– there’s more to come.
Where do you see McDonald’s environmental
programme in 10 years’ time?
I see us being recognised as a leader in this field;
using our scale to generate maximum positive
environmental impact. I want our workforce to
be the most environmentally engaged in the
country, enthusing family and friends to help
protect the environment.
Do you think other major companies are doing
enough for the environment? If not, what can they
learn from McDonald’s?
We don’t have all the answers, and there are some big
companies doing some great stuff out there. I think we
can work together to create a real force for good.
How educated do you think our people are about
McDonald’s environmental policies?
Our recent Environment Champions programme
highlighted the enthusiasm of our crew and managers
on green issues. We hope this will raise awareness of
our policies internally, as well as helping to generate
great ideas for the next 10 years.
“I see us being
recognised as a
leader
in this field; using our
scale to generate maximum
positive”
environmental impact.
Head of Environment
Tell us about Yourself
Katie
HEAD OF Environment
HEAD OFFICE
case study 2
33
34
What does working at McDonald’s mean to you?
Everyone always says it is the people that make the
place and, in the case of McDonald’s, I couldn’t agree
more. People here are friendly and open to new ideas
and change; it’s really motivating.
McDonald’s is a massive brand and so there’s huge
scope to expand your career. It also helps that it’s
a company that’s great at promoting from within.
There are lots of opportunities to take your career
in new exciting directions.
Tell us one thing about yourself that
few people know.
I’ve shared an Egg McMuffin with Girls Aloud.
Who is your hero?
I don’t have one, is that weird?
Marketing at McDonald’s
How do you think the McDonald’s brand has
developed in the last 10 years’?
Initiatives such as our extensive re-imaging
programme and installation of free Wi-Fi are great
examples of how we are changing as a brand.
These along with the great tasting quality food
we offer have worked together to strengthen
the reputation of the brand.
How do you think McDonald’s stands out from
other fast-food brands and competitors?
I’ve become more and more impressed in my time
here by all the great things McDonald’s does.
McDonald’s is a brand which has the customer at
the heart of everything it does, you see this in the
lengths we go to to produce quality food. We source
all our beef from British and Irish farms, use free
range eggs and our tea and coffee is certified by
the Rainforest Alliance.
We’re a greener company than some people realise,
for example, we recycle our cooking oil into bio-diesel
to power our delivery fleet.
Another thing that sets us apart is our sponsorship
role in the London 2012 Olympic and Paralympic
Games. We’ll be supporting the recruitment and
training of the 70,000 volunteers; a phenomenal
undertaking.
Where do you see McDonald’s in 10 years’ time?
I hope that our customers will recognise our move
from a fast food company to one which serves good
food fast. McDonald’s is great at changing with the
times so whatever the next decade brings we’ll be
ready for it.
“McDonald’s
is a brand which has the
customer at the
heart
of everything it does,
more so now than ever before,
this really makes a
”
difference.
Head of Trust &
Family Marketing
Tell us about Yourself
Jo
Head of Trust & Family Marketing
HEAD OFFICE
case study 3
35
So far you’ve seen how our commitment to excellent training makes working
with us more than just a way of earning money. But that’s not all we mean when
we say McDonald’s gives its people more. This page is dedicated to all the great
benefits and unusual perks that working life at McDonald’s has to offer.
DO M ORE
WITH US
OUR CULTURE
At McDonald’s we believe in
teamwork. And the best kind of
team is one that works closely
together. Bringing out the best
in each other allows everyone
to reach their full potential.
WELLBEING
We care about our people, so we
recently launched a Wellbeing
Programme designed to cover
the health, individual safety and
personal finance skills of our
employees. This helps to make
sure our people are as happy and
content at work as possible. The
programme offers our employees
loads of great perks, such as
a meal allowance and discounts
at a huge range of retailers.
36
Recently we sent out activity
kits to all our restaurants
so crew could enjoy a softball
championship game after work,
or a kickabout in the park to get
practising their football skills for
the McDonald’s Cup.
PERKS OF THE JOB
All McDonald’s employees receive
a discount card entitling them to
big savings and exclusive offers at
over 1,600 retailers. These include
HMV, Miss Selfridge, Topman,
Comet and lastminute.com to
name just a few. Not bad.
work friends. The website
ourlounge.co.uk is a place
for everyone who works at
McDonald’s. Here you’ll find all
kinds of things to keep you
entertained, from film reviews
written by crew to insider
exclusives on our new products
and advertising campaigns.
open to players of all different
levels. The 2009 inaugural
McDonald’s Cup saw some 265
teams and over 2000 employees
from restaurants and offices
across the UK take part.
This year, the competition
proved to be even more popular
with 640 teams joining in.
ourlounge.co.uk is also there as a
key tool to help you at any point in
your training. There you’ll find lots
of useful information to help you
complete your Apprenticeship and
brush up on your key skills.
In fact footy is a bit of a passion
of ours; we’re a proud supporter
and sponsor of both professional
and grassroots football. And in
2010, we gave 11 lucky youngsters
a once in a lifetime opportunity;
to walk out with their heroes as
McDonald’s Player Escorts at
England’s opening World Cup
match against the USA.
FREE TIME
PASSIONATE
ABOUT FOOTBALL
When you join the team at
McDonald’s, you’ll find plenty
of ways to connect with your
The McDonald’s Cup is a
company-wide, ‘FA Cup’ style,
5-a-side knockout competition
DOING OUR BIT
Our chosen charity Ronald
McDonald House Charities has
been supporting families
with ill children since 1974.
McDonald’s employees, suppliers
and Franchisees have done
wonderful things for the Charity,
many of them have organised
fundraising events or donated
their personal time.
37
restaurant profile
restaurant profile
liverpool street,
london
sea lane,
skegness
Welcome to one of the busiest and most
beautiful McDonald’s in the UK.
From the ornate exterior it doesn’t look like your typical high street
McDonald’s, so it’s no surprise when you find out that this restaurant is
housed in a listed building. Fittingly for a place with such a buzz, Liverpool
Street sells more coffee than any other UK McDonald’s restaurant.
“The customers love us.”
Kalu, Shift Manager
“We’re an energetic team.”
Amrit, Crew Trainer
“I’ve been working here 27 years,
there’s a great team dynamic.”
Lorraine, Store Administrator
“In the week, our customers
are mainly office workers but
weekends and late nights we
get a whole range of customers
from party-goers to tourists.”
Nurdan, Customer Care Assistant
“The team spirit is the best thing
about working here.”
Paige, Crew Member
“I love working hard, so this
place suits me.”
Nurdan, Customer Care Assistant
If there was an award for the quirkiest
McDonald’s location the Skegness
restaurant would be the undisputed winner.
Imagine preparing tasty McDonald’s meals with a rollercoaster roaring
overhead, and you’re some way to imagining what it’s like to work in
this McDonald’s. Situated in the middle of a theme park by the sea,
the restaurant serves jolly holiday makers from a kiosk counter.
This restaurant is a sun-loving little fellow, when the sun disappears
in the winter so does the kiosk; it’s closed for between four and
five months a year.
“Our customers are O.A.p.s, families,
teenagers, stag and hen parties,
a real mixture.”
Steven, Crew Trainer
“It doesn’t matter if it’s busy or slow,
I know I will have a fun shift.”
Holly, Shift Manager
“12-2pm and evenings are
always hectic.”
Kirsha, Crew Member
“There is a general buzz around
the store and we have a laugh.”
Steven, Crew Trainer
“Everyone’s really friendly
with each other.”
Kyle, Crew Member
“Even when it’s packed, we
always work together to give
great customer service.”
Monira, Customer Care Assistant
“It’s a wonderful place to work
and we often go out together.”
Paige, Crew Member
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restaurant profile
restaurant profile
highway shadwell,
London
Kinnaird Park,
edinburgh
The early morning clubbers and builders
alike know they can count on the Shadwell
24 hour McDonald’s restaurant for a cheery
greeting and a tasty meal.
One lane just wasn’t enough for Scotland’s
busiest McDonald’s. Welcome to the
Edinburgh Fort Kinnaird Restaurant,
birth-place of the two lane Drive Thru.
Crew never know who’s going to come through the doors; from neon
painted party animals to Tudor guards from the nearby Tower of London.
If you like surprises this is the restaurant for you.
The store is always alive with the hustle and bustle of locals and
commuters but it’s at Christmas that things really heat up. Perched just
off the A1 the restaurant is a great stop off for people streaming along
the motorway. And as if the two lane Drive Thru wasn’t a big enough
claim to fame this restaurant is also the busiest Drive Thru in Scotland.
“When it gets busy we pull together
and work quickly to get the
customers served.”
Alima, Crew Member
“It gets extremely busy when the
clubs close at 3am. That’s when the
fun really begins.”
Nasrin, Crew Member
“We often get busy suddenly, I like
the excitement of delivering under
pressure.”
Simon, Assistant Manager
“We’re full of energy whatever
time it is.”
Alam, Trainee Manager
“There are lots of friends and
family working together, there’s
a great friendly atmosphere.”
Kirsty, Crew Member
“McDonald’s offers great training
which has helped me move up the
career ladder.”
“The atmosphere is great, energetic
and busy.” Emma-Jane, Crew Trainer
“The best thing about working
here is the great people I get to
work with.”
Ross, Second Assistant Manager
“You can’t beat the atmosphere on
a busy Saturday during school
holidays.”
Darren, Shift Runner
“We have an excellent drive
thru team, that’s why we’ve
broken records.”
Graeme, Crew Member
“We get all kinds of people…
family people, business people
and hungry people.”
Sarah, Hospitality Manager
Hiffy, Shift Manager
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restaurant profile
NEXT STEPS
meadowhall food
court, Sheffield
We hope you enjoyed meeting some of
When people visiting the Sheffield
Meadowhall shopping centre tire of
shopping and start dropping, they head
to McDonald’s.
There they can count on excellent service and might even catch a
spontaneous show from the tea-dance regulars. And if you’re not one for
a waltz then perhaps the restaurant’s proximity to the Don Valley Stadium
will tempt you through the door for a post match Big Mac. It’s this
colourful mix of regulars and shoppers in need of sustenance that helps
this McDonald’s walk-through to be one of the busiest lunchtime
restaurants in the country.
“It’s just great to come in and be
working with your friends.”
Cass, Crew Trainer
“I enjoy the hospitality side of
things, I love meeting people.”
Michelle, Customer Care Hostess
“We’re always working as a tight
team, spurring each other on.”
Naqash, Crew Member
“During the school holidays I like
working at the main till and
chatting to the kids.”
Cass, Crew Trainer
“It’s great to have a job where
I can have a laugh whilst
delivering great results.”
our
people
.
If they’ve inspired you, visit
mcdonalds.co.uk/people
where you can FIND OUT MORE
about learning with
McDonald’s.
We hope to welcome
YOU into one of our restaurants soon.
Karene, Crew Member
42
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a few
of our
partners
The Skills Funding Agency (SFA)
The SFA is an agency of the Department for Business, Innovation and Skills.
They ensure that people and businesses can access the skills training they
need to succeed in playing their part in society and in growing the economy.
The SFA, through the National Employers Service (NES), support McDonald’s
in the delivery of our Apprenticeship Programme.
City & Guilds
A leading awarding body, City & Guilds certifies and helps us to assure the
quality of our Apprenticeship Programme.
Tribal Education
Specialists in workplace education, particularly online learning. Tribal support
our education programmes and learners with online learning platforms and
e-tutors. They also manage our funding claims through the SFA and provide
management information for our Apprenticeship Programme.
Manchester Metropolitan University
(MMU)
McDonald’s have partnered with MMU to create our Foundation Degree
in Managing Business Operations.
Oxford, Cambridge and
RSA Examinations (OCR)
A leading awarding body that certifies our Adult Certificate in Literacy
and Numeracy at Levels 1 and 2.
Edexcel
Edexcel certify our Level 2 BTEC Certificate in Work Skills. This is awarded to
students who complete work experience in our restaurants whilst attending
school or college.
People 1st
Sector Skills Councils (SSCs) are independent UK– wide organisations
which respond to employer demand for skills systems in a particular
industry. People 1st is the SSC for Hospitality, Leisure Travel and Tourism
and certifies our qualifications.
The Institute for Excellence in
Business and Education (IEBE)
The IEBE connects the worlds of Business and Education to offer young
people a rewarding and realistic introduction to the world of work.
The McDonald’s Education Company
In June 2009 McDonald’s established the McDonald’s Education Company,
as an independent company, to ensure good governance of our Apprenticeship
Programme. The aim of the McDonald’s Education Company is to support high
quality education and training programmes for all our employees, improving
skills and widening their opportunities.
44
PEOPLE
THAT’S
WHAT MAKES
McDONALD’S
™
mcdonalds.co.uk/people
Printed on 75% recycled paper which is totally chlorine free.