Team 5
Ashley Bryan, Gloria Chen, Matthew Haver, Janily
Jones, Kenneth Kidwell, John Nelomes
MGMT 341: Human Resource
Management
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Offers traditional, family style dining.
Takes pride in serving
American-style comfort
food.
Known for high-energy,
friendly service.
Looking to expand…
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New concept restaurant.
No longer a full-service restaurant, but
something more akin to a Moe’s or Chipotle.
Customer has the freedom to:
◦ Customize their order
◦ Help themselves to condiments, napkins and
beverages
◦ Create a dining experience that can be as slow or
fast as they desire
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Same quality, American style comfort food.
Same energetic and friendly service.
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Our Customers
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Our Employees
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Our Community
Our Food and
Services
Max’s Express will give back to the community they
so greatly appreciate being a part of in the following
ways:
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Host Food Drives
Establish a “Make a Difference” Program
Institute a “Befriend the Environment
Program”
Sponsor a Local Little League Team
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Max’s Express is committed to promoting,
cultivating, and preserving a culture of
diversity and inclusion. Diversity is integral to
everything we do. Our diversity plan is to
follow the Equality and Diversity Policy to
ensure that Max’s Express has a diverse
workforce.
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Part I: Method of Oversight
◦ Form a Diversity Committee
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Part II: Hiring Process
◦ Equal Opportunity Employer
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Part III: Training
◦ Educate through initial training, yearly training and
annual diversity summits
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Part IV: Equal Pay
◦ Equality of access to promotion and pay
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Part V: Creating an Accommodating Environment
◦ Suitable environment for all customers and employees
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Part VI: Grievances and Harassment
◦ Anti-Harassment and Bullying Policy
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Part VII: Cultural Events
◦ Monthly heritage commemorations
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Part VIII: Community Outreach
◦ Support and invest in local and national
organizations
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Part IX: Maintaining
◦ Ensure policies, lines of communications and
procedures are up-to-date and effective
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Employees will show up on time to all
scheduled shifts
Uniforms will be clean and properly worn
Customers will be treated with respect
Employees will treat each other with respect
Harassment of any kind is strictly forbidden
Theft of any sort is strictly prohibited,
including money, food and personal property
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Employees will be held to a 95% accuracy of sales
policy every month
Requesting off a day or days must be handled at
least two weeks in advance and employees are
not guaranteed that they will have off on the
dates requested
Job responsibilities have been clearly stated to all
employees and everyone is held accountable for
incomplete or poor work
Cleanliness is a priority at Max’s Express and all
employees must properly clean and organize
their given stations
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5.
A verbal warning
A first written warning
A second written warning
Suspension
Termination
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5.
Address the issue with your immediate
supervisor.
All complaints will be written down by
supervisor and filed.
The supervisor will address the issue if
possible.
Any major problems will be brought to the
general manager to solve.
A hotline number to Max’s Corporations HR
department for any issues that cannot be
brought to an employees supervisor
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Dates of Operation: Monday-Sunday
◦ Hours of Operation: 6 a.m. to 11 p.m.
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Total of 280 hours for each shift per week,
per person
◦ Total of 14 non-salaried and 2 salaried employees
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Positions available:
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3 Dishwashers
6 Prep Cooks
3 Order Takers
2 Supervisors
1 Manager
1General Manager
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Fluctuating human resource requirements will
be addressed by:
◦ Establishing a schedule board with a list of the
availability/unavailability dates for each employee
◦ Advertising at the local college, on local radio
stations and via the company website
◦ Providing our Prep Cooks/Order
Takers/Dishwashers with cross training
Recruitment strategies must be low-cost but
highly effective. These will include the
following:
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“Employment Opportunities” tab on Facebook page
Posting job openings on Twitter
Advertise job openings on Craigslist
“Employment Opportunities” on company website
Advertisements on campus
Advertisements in local newspapers
University Advertisements
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University must first approve. Then:
◦ Advertise in Student Newspaper
◦ Post advertisements/flyers in high-traffic areas.
 Career Center
 Bookstore
 Dining Halls
 Dorms and Educational Buildings
Sample of flyer for campus advertising
<Max’s Express Logo Here>
Max’s Express is now looking for experienced part-time employees for positions of:
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Dishwashers
Prep Cooks
Servers
SupervisorsWe offer the following:
Competitive wages
Free meal per shift
Flexible hours
Career growth potentialFor more information or to apply, please come into our restaurant or visit
our website (http://www.maxsexpress.com/careers)
Max’s Express Bar and Grill
123 Main Street
Small College Town, PA
(814) 123-4567
Max’s Express is an EOE/AA/M/F/D/V employer
Mission: Max’s Express will utilize an employee selection
process that will not only enable us to select the most qualified
person for each job, but to do so in a way that embraces
diversity and complies with all non – discriminatory regulations.
Max’s Express will accomplish this mission through the
following steps:
 Leverage web-based application system used by Max’s
Restaurant
 Conduct preliminary phone interview
 Review applications and resumes
 Conduct face-to-face interviews
Preliminary Phone Interview Questions:
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Why are you interested in joining the Max’s
Express Team?
Do you have a reliable form of
transportation?
What date would you be available to start?
Face-to-Face Manager to Hourly Job Candidate Interview:
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What prior job experience do you have that relates to the
customer service and/or restaurant industry?
Please describe to me your favorite item on our menu.
How would you interest a customer in purchasing a beer with
his/her burger?
What makes you a good fit for Max’s Express?
What is the biggest asset that you will provide for our team?
What motivates you to want the job at Max’s?
Please tell me about a disagreement you had with a coworker
and/or customer and how you worked to resolve it.
What days/hours are you free to work?
Do you consider yourself a team player?
Please elaborate.
Why should we hire you?
Face-to-Face Manager to Supervisor Candidate Interview:
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Describe your supervisory experience.
What do you believe is the most difficult part of being a supervisor?
What were the five most significant accomplishments in your last
assignment?
Describe a time when you had to manage multiple priorities under a tight
deadline.
What strategies did you use to accomplish all that you needed to?
Describe a time when you had to resolve a conflict between either yourself
and a coworker or two coworkers. What strategies did you use to come to
a resolution?
Imagine there is a customer who is very upset about the inaccuracy of an
order, and the nonchalant attitude of the cashier. How would you work to
resolve the customer issue? What action would you take with the cashier in
question?
What do you consider your biggest weaknesses?
What do you consider your biggest strengths?
If you took the job what would you hope accomplish in the first year?
What makes you a good fit for Max’s Express?
Day 1: Employee
Orientation &
Customer Service
Training
Day 2: Menu
Knowledge & Order
Taking System
Days 3-6:
Observation of
Mentor
Day 7: Coaching &
Scenarios
Days 8-10: Mentor
Observation
On-Going Training
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Supervisor Performance
Objectives
◦ Ensure that the restaurant
is adequately staffed with
properly trained individuals
◦ Ensure all interactions –
with order takers,
dishwashers, managers
and guests – reflect the
friendly attitude and
customer-orientated
philosophy of Max’s
Express
◦ Ensure products, service
and environment are
consistent with company
quality standards
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Prep Cooks Performance
Objectives
◦ Ensure order accuracy
◦ Ensure efficiency and
speed in work ethic (keep
up with quantity measures
and volume of business)
◦ Works with high quality
foods in a clean work
station
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We will evaluate an employee’s performance
using a numerical rating system. The scores
of a numerical rating system typically have
the following values:
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2
3
4
5
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Unsatisfactory
Needs improvement
Meets job requirements
Exceeds job requirements
Outstanding
The evaluated categories will be overall
communication, cooperation and
dependability.
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The following are potential critical incidents
of an Order Taker:
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Ability to handle customer orders
Customer service
Being a team leader
Behavior and attitude
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The labor market for Max’s Express’s general
manager’s position consists of the following:
◦ General managers employed by or with experience at
restaurants within a 50 mile radius of Max’s Express
◦ General managers employed by or with experience at
comparable restaurants across the country such as:
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Chipotle
Cosi
Panera Bread Co.
T.G.I.Fridays
The labor market for hourly employees will
consist of people within a 20-mile radius of
Max’s Express because of the necessity for them
to be within driving range of the restaurant.
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General Manager
Restaurant Manager
Shift Supervisors
Cooks/Order Takers
Dishwashers
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General Manager - $50,000 a year
Restaurant Manager - $35,000 a year
Shift Supervisor - $15 hourly
Cooks/Order Takers - $12 hourly
Dishwashers - $9 hourly
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90-day probation period after hire date must
be satisfactorily completed
Only full-time employees working a minimum
of 30 hours per week quality for benefits
Benefits package is valued at approximately
32% of an employee’s salary
◦ Example: An employee with a starting salary of
$40,000 would annually receive an additional
$12,800 in tax-free benefits for a total value of
$52,000
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Employee Assistance Program (EAP)
Employee Discount
Employee Stock Ownership Plan (ESOP)
Family Care Account Program (FCAP)
Flexible Spending Account
Group Life Insurance
Long Term Disability Insurance
Medical Insurance
Paid Time Off (PTO)
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Retirement
Short Term Disability Insurance
Supplemental Health Benefits
◦ Dental, Vision and Prescription Drugs
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Tuition Reimbursement
Voluntary Benefits Program
◦ Optional Life Insurance
◦ Dependent Term Life Insurance
◦ Disability Insurance
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Non-Financial Compensation Package
◦ Company Functions
 Annual appreciation dinner
◦ Employee Rewards Program
 Monthly program
 Highest sales, most creative ways to increase customer
satisfaction and best attitude
 Reward: $50 Visa Gift Card and Max’s Express
paraphernalia
Steps to Keep Max’s Express Union-Free:
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Identify critical supervisory personnel
Proper training
Review and revise policy
Survey employees
Seek compensation and benefits parity
Maintain an aggressive dispute resolution
system
*from
:Six Steps to Staying Union-Free” by Thompson.com
Identify Critical Supervisory Personnel
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Ensures everyone knows who supervisors and
managers are
Will enable consistent communication
Employees will not exercise “supervisory authority”
if not in that position
Helps to prevent unionization due to labor laws
Proper Training
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Education on union organizing trends and benefits
of being union-free
Regular meetings with employees and management
◦ Wages
◦ Hours
◦ Other terms and conditions of employment
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Management coaching on rewarding jobs welldone
Review and Revise Policy
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Policies must be:
◦ Clearly defined
◦ Consistently enforced
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Critical to
◦ Productivity
◦ Safety
◦ Customer relations
Survey Employees
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Conduct confidential interviews with supervisors
periodically
◦ Helps to identify employee grievances
◦ Gives employees a voice
 Promotes trust
Seek Compensation and Benefits Parity
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Pay competitive wages
Provide comparable benefits
Conduct periodic wage and benefit surveys
Maintain an Aggressive Dispute Resolution
System
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Resolve grievances promptly and effectively
Peer reviews
Employee hotlines
Implement formal grievance procedures
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Grievances w/ Employee/Manager/Staff
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Documentation of grievance
Address issue immediately
Meeting and resolution
Meeting with employee and manager/supervisor
Grievance w/ Customer
◦ Manager will coach employee on conflict resolution
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Grievance w/ Work Process
1. Discuss with employee and other team members
2. Brainstorm session
3. Implement improvements
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Offer a supportive and collaborative
environment for our team
Provide impeccable service to our customers
Support our local community, wherever
possible
Each concept heavily contributes to the
success of Max’s Restaurant and will be
utilized by all employees
We are on the road to success!