Team 4
Ashley Douty
Shea O’Rourke
John Robbins
David Ruff
Christina Smith
Alexandra
Ventura
Johnna Weston
Value Statement
Max's Restaurant values respect, appreciation,
relationships with its employees and its customers,
a n d t h e c o m m u n i t i e s i n w h i c h t h e y l i v e . To b e s t s e r v e
our customers, we will promote a diverse workplace
focused on employee development backed by a
strong benefits package to ensure their health and
well being. Here at Max's restaurant we value
o p t i m i s m , h o n e s t y, a n d c r e d i b i l i t y.
Community Involvement
Max's Restaurant will have a high involvement in
t h e c o m m u n i t y. C h a r i t i e s a n d e m p l o y e e
volunteers from all areas of the company are
d e d i c a t e d t o s o c i a l r e s p o n s i b i l i t y.
Community Involvement
• We will support a local homeless shelter or
food bank
• Provide coupons to the people who
d o n a t e / v o l u n t e e r.
• “ H i r e a Ve t ”
Workforce Diversity
Max’s standard operating procedures within our team and as a service
provider include a commitment to diversity in the following areas:
• Recruiting within our community
• Interpersonal Relations
• Internal Communications
• Enhancing Skills and Knowledge
• Performance Evaluations
• Equal Opportunity Employment
Workforce Diversity
As part of our plan we will offer the following for each and every
employee:
• Diversity Training that creates a workplace culture that is empowered
by employee differences. Don’t hide differences, embrace them.
• Flexible scheduling for all lifestyles (single parents, students, etc.)
using programs to make “shift swapping” easier for employees. An
example is schedules will be posted online for employees and they
can swap shifts with other people as needed.
• Construct diverse work teams
• Utilize team building exercises, we will create an intramural sporting
team and volunteer to work with kids
• Accommodate cultural and religious holidays
Internal Employee Relations
Open Door Policy: Any employee can bring any issue to any member of
management at any time.
Employee Issue Resolution Process: In addition, a formal Issue Resolution
Process is available to address employee concerns:
•
1. The first step is to report the issue to the direct or shift Supervisor.
• If direct supervisor is the cause of complaint, the issue should be reported to the
GM
•
2. To make a formal request for resolution it must be evidenced in writing and
include:
• A specific statement that the employee wishes to request resolution to a concern
under this policy
• The exact nature of the issue
• Details regarding the policy, rule, or procedure allegedly violated
• The specific remedy requested
•
3. All formal requests will be reported to the GM and Corporate Human
Resources
• If the GM is unable to resolve, the issue can be escalated to Corporate HR
• If the issue is still not resolved, the third party mediation team would get involved
Internal Employee Relations
Corrective Action Process:
•
“Three strike, and you’re out!”
• First Strike: Verbal warning
• Second Strike: Written warning and meeting to review corrective action and
implications of failure to meet the corrective action with associate
• Third Strike: Termination
•
No call, no show policy: If any employee does not call or show up for their scheduled
shift they are subject to automatic termination.
•
Zero Tolerance Policy: for certain acts that will result in immediate termination:
• Theft
• Sexual Harassment toward another employee or customer
• The sale of proprietary information
• Physical abuse/battery
• Serious health and sanitation violations
• Failure to be respectful to a customer or fellow employee
• Discrimination towards another employee or customer
HR Planning & Job Design
We will utilize 3 shifts of a Supervisor or Manager, order taker, dishwasher, and two
cooks for a total of 15 full time resources.
Each resource will be required to work 5, 8-9 hour shifts per week and will be staggered
by job.
Each position/person will be required to work at least one weekend and one PM shift.
JOB
AM Shift
PM Shift
Manager/Supervisor
5:30am-2:30pm
2:30pm-11:30pm
Order Taker
6:00am-2:30pm
2:30pm-11:00pm
Cook #1
5:30am-2:00pm
2:30pm-10:30pm
Cook #2
6:00am-2:30pm
3:00pm-11:30pm
Dishwasher
6:30am-3:00pm
3:00pm-11:30pm
HR Planning & Job Design
In addition to the base shifts described in the last slide:
• We will use flexible schedules with part time employees during
the busiest periods of the day, week, and season.
• We will also offer overtime to our existing employees to
supplemental hours.
• If we are unable to secure the resources needed we will resort
to temporary agencies for the backroom dishwasher role only.
• In this scenario we will redeploy our permanent resources in
more demanding and key to customer experience cook and
order taking roles.
Employee Recruitment
Max’s Restaurant will use a few different cost effective recruitment methods to build
a hardworking team:
•
Main source will be a flyer we developed for a job fair that will take place at the
restaurant. *Check out our flyer on the next slide!
•
Free sources available to advertise for open positions and upcoming job fair:
• Facebook, Twitter and Craigslist
http://www.facebook.com/MaxsRestaurantStateCollegePa
Employee Selection & Orientation
Hourly Employee Selection Process:
Process includes:
Dishwasher
• Reliability
• High Standards of cleanliness
• Ability to work with little supervision
• Limited Experience is OK
Order Taker
• High Energy, Customer Friendly personality
• Strong organizational skills and memory
• Personal appearance will be important
Cooks
• Prior food preparation experience
• Cleanliness and quality focused
• Ability to cope with high stress/demand
environment
• Reliability
Supervisor
• Prior personnel management experience
• High standards of quality and performance
• Goal oriented, performance focused
Recruiting:
• Using our job fair, social media and local advertisements, we will recruit
potential, qualified candidates for the positions advertised
Employee Selection & Orientation
Employment Interviews
• 1st Interview - one on one (we are at a job fair or in restaurant)
• 5-10 mostly unstructured questions about background and experience
• 5 situational, behavior, experience questions
• All of these questions should be geared to determine best role fit as well
• Each question should have a score (1-5) that the interviewer assesses the response. This will help us
objectively evaluate several qualified applicants for the same role and pick the best one.
•
May be structured, unstructured, or behavioral
•
For those continuing on, request references and have them fill out authorization
paperwork to
complete a background check and drug screening.
•
Inform them about next steps in the process and when they should hear back
•
For task oriented roles such as the dishwasher and cooks - this should be sufficient
to make hiring decisions
• The cooks will be given a short working interview in addition to their employment
interview to see if they have skills to work in our kitchen
•
Tell them about Max’s and our culture, general expectations
•
Ask for any additional questions
Employee Selection & Orientation
Selection Decision
•
Review resumes and interview notes
•
Complete analysis of all potential candidates for order takers and supervisors as
cooks/dishwashers should have already been chosen from 1st interview
•
2nd interview (after the job fair) for Order Taker and Supervisor roles
• Panel interview with GM, Manager & Manager supporting opening (supervisor interview will be
more in-depth with below, unstructured and structured questions)
• 10 Situational questions (same criteria as before with scoring)
• A test examining customer service orientation and personality profile
• Confirm their understanding of our needs and Max’s culture (test for recollection of feedback
provided in earlier step/prior interview)
•
Analyze 2nd interview questions and choose associates
•
Contact chosen candidates by phone to inform them that they have been hired
•
Contact employees who have not been chosen by phone or email, if provided, to let them
know that we appreciate their willingness to apply for the position, but they have not been
chosen at this time
Employee Selection & Orientation
Supervisor Interview Questions (Structured):
•
What brings you to apply at Max’s Restaurant?
•
What are/were your responsibilities at your current (or last) positions?
•
Why are you leaving (did you leave) your job?
•
What applicable attributes/experience do you have? (Restaurant experience?)
•
What do you expect from a manager?
•
What can you contribute to Max’s that other applicants cannot?
•
Describe a time you had to manage conflict within your department/team/group.
•
Tell me about a time when you had an unsatisfied customer. What was the situation and what did you
do to attempt to satisfy their needs?
•
What motivates you?
•
What do people most often criticize about you?
•
What are your goals for the next five years / ten years?
• How do you plan to achieve those goals?
•
How do you plan on helping Max’s meet our goals?
•
You can answer these 2 questions now or email/call me when you have your answer, but I want to
know your salary needs so that I am sure to meet your requirements.
• How much do you need to make?
• How much do you want to make?
Training & Development
Order Takers Training Procedures:
•
Provide employee with training manual
• Includes policies and procedures, job descriptions, and other pertinent company information
• Helps new employees to:
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Learn and understand proper restaurant protocol (S.E.R.V.I.C.E)
Keep a constant reminder of the proper behaviors/protocols
Become familiar with the menu
Know what ingredients make up the products( condiments and
fixings)
 Make food server aware of food allergies and how to handle
such situations
•
•
Provide orientation to familiarize new employees with Max’s
restaurant and inform them about the specifics of the company.
Assign a new employee with a trainer for on the job training
•
On the job training will include:
• Learning the menu
• Working with the ordering systems
• Interactions with the customers
• Showing the new hire the entire layout of the restaurant
including any work that should be done during a shift or before
a shift comes to an end
Training & Development
•
After 3 days of training order takers will be given a test.
• Test will include:
• Topics relating to the menu
• Order taking systems
• Customer relations
•
Continuous training will be conducted on a regular basis to keep employee skills and knowledge
up to company standards. These training sessions will include:
• Team building exercises, selling techniques, and customer satisfaction.
• Max’s values - our corporate mission and policies
• Our Menu and any new menu items
• Any equipment that will be used (i.e order entry systems)
• Customer Experience/Service
•
ServSafe
• All new hires who will be serving alcoholic drinks will attend a one-day class on safe alcohol
handling.
• This class explains the do’s and don’ts of serving alcohol
• Gives the attendees a test at the end and with passing of the test makes them “certified to
serve alcohol.”
• This one-day training is paid for by Max’s and is a great benefit for the company to have staff
that is aware of the responsibility that they have serving alcohol.
• ServSafe website: http://www.servsafe.com
Performance MGMT & Appraisal
•
Supervisor Objectives
• Achieve a 90% or higher customer satisfaction score as measured by customer comment
card
• Maintain annual employee turnover to less than 15%
• Deliver prompt customer experience as measured by the time from customer seating to
order delivered to 15 minutes or less.
•
Cook Objectives
• Maintain a clean and sanitary work environment at all times. (Supervisor to perform periodic
spot checks upon list of x number of points)
• Customer Satisfaction as measured by comment cards with respect to food quality with 85%
or higher positive scores
• Complete all “order up” within 10 minutes of ticket entered.
•
Order Takers Critical Incidents
•
•
•
•
•
•
•
Customer Complaints
Order Accuracy
Timeliness of key activities – order
Quality Standards
Attendance
Attitude/Friendliness
Failure to inquire on customer satisfaction after order has been delivered (make sure they
had everything that they needed immediately (a minute or two) after the order was delivered
to the table)
Direct Financial Compensation
•
What is the appropriate labor market for the General Manager’s position
• Bachelors’ degree preferred or 5 years’ experience as a restaurant managers/supervisor
required.
• Previous experience in restaurant management and hospitality preferred.
• Needs to know local area and market, previously worked in local area preferred.
• Compensation will have a base salary plus a potential bonus every based on sales goals
met
• Potential for a yearly raise
•
What is the appropriate labor market for the hourly employee positions?
•
•
•
•
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Must live within a 25 mile radius of restaurant location
Experience in working within a restaurant environment
Looking for young, high-energy, enthusiastic and friendly individuals
High demand for evening and weekend shifts
Use cost of living, compensation surveys to determine what the hourly pay should be
• Hourly pay for order takers would be server’s wage because they will be acquiring tips.
• The hourly pay for other hourly positions:
• Cooks and dishwashers could be slightly greater than the industry average.
• Being a pay leader may reduce the turnover rate as restaurants are known for high turnover rates.
Direct Financial Compensation
The Ranking Method:
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•
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Supervisor
• Responsible for day to day activities resulting with profitable outcomes
• Responsible for the overseeing of employees and making sure they are following procedures
correctly
• Disciplining employees who do not follow procedures and policies
• Interact with guests to ensure best possible experience
Prep Cooks
• Responsible for getting food ready to the best quality and maintain Max’s highest food standards
• Responsible for safe handling of food that they are preparing for the customers of Max’s
Restaurant
• Prompt food preparation using correct ingredients
Order Takers
• Customer service is essential since they are the face of Max’s Restaurant
• Responsible for serving food and alcohol responsibly to the customers of Max’s Restaurant
• Ensure all customers wants and needs are met to create repeat business
• Overall responsibility for:
• Customer experience
• Accuracy of the customer order
•
Dishwashers
• General position not specific to certain skills
• Ensure the kitchen and dishware are maintained at the highest level of cleanliness
• Independent and self-motivated
• Posses high standards of cleanliness and sanitation
Indirect Financial Compensation
•
Hourly Employee Benefits for Part-Time Employees:
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Paid 15 minute break within any 4 hour period
Education Leaves and Location Transfers
Competitive Wages
Weekly Paychecks
Half price meals while working
Hourly Employee Benefits for Full-Time Employees (In addition to above benefits):
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Voluntary Life Insurance
401(k) and 401(a) Retirement Plans
Health Insurance Option
Meal discounts up to 50% while not working
Service Awards
Employee of the Month Recognition (Award: 1 PTO day)
Scholarship Opportunities
Job-sharing for employees during “finals week”
Volunteer opportunities as an individual or a group event
Sick leave (including bereavement and Jury Duty)
Paid Vacation
Employee Assistance Program
Indirect Financial Compensation
•
Management Benefits:
• Paid 14-week training program •
•
• Advancement opportunities
•
• 401(k) Retirement benefits
•
• Comprehensive medical and
•
dental insurance
•
• Orthodontic coverage
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• Prescription drug card
•
• Eye care savings options
•
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• Life insurance
• Employee Assistance Program •
Additional term life insurance may be obtained
Reimbursed educational assistance up to $1,600 per year
Flexible Benefit Package
Vacation Packages:
Less than 1 year – 40 hours/year
1 year of service – 80 hours/year
Additional week every 5 years up to 160 hours/year
Personal Days:
Includes Jury Duty, and bereavement time
3 days per year
Free Meal with every shift worked
Labor Unions
Max’s Restaurants believes in direct engagement of its
employees and do not feel labor unions provide any
advantage to our employees or our customers.
By listening to our employees while providing
consistent and fair treatment with clear and direct
communication we can stay focused on our customers
and ensure Max’s remains a union free environment.
Labor Unions
The following are some of the methods we will use to ensure Max’s remains union free:
•
Competitive Wages & Benefits
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Annual wage and benefit market surveys
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Comfortable and Safe Working Environment
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Weekly Staff Communication Meetings
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Open Door Policy
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Feedback solicited through Employee Surveys and Manager One on One
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Employee Recognition Programs
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Training and Development
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Annual Performance Evaluations & Merit Wage Adjustments
•
Succession Planning and Internal Advancement Opportunities
•
Employee Handbook of rules, guidelines, and code of conduct
Thank You!
We hope that you have enjoyed our presentation on
o u r m a n a g e m e n t o f M a x ’s R e s t a u r a n t !
Team 4
Ashley Douty
Shea O’Rourke
John Robbins
David Ruff
Christina Smith
Alexandra Ventura
Johnna Weston