Human Resources

Human Resources

3 Regional Teams and a National Department

Recruitment

Benefits and Compensation

Diversity

Administration

Human Resources

UK – 1197 restaurants

67,000 employees

Hourly paid mix 53% male 47% female

78% of our employees are under 21

Salaried employees 58% male 42% female

Recruitment

Staffing for Growth Calculator

Recruitment

Group Recruitment in Croydon Group

One of two Recruitment Centres in the Country

Allows a large number of candidates to be assessed effectively

Candidates work in teams, which make them feel at ease

Team working and interpersonal skills are apparent and easy to assess

Group Recruitment

Application form pre-screened and entered on to database

Applicants are invited to Group Interview.

Targeted questions are asked

Managers assess both the answers and the discussion process

Successful candidates are invited to return for a second interview

Second Interviews -Hire the Smile

Why do we use Hire the Smile?

Strengthen the Brand

 Train managers to interview and hire correctly and confidently

 Helps to make the right hiring decisions

 Improve customer satisfaction

 Reduces Staff turnover

HIRING THE BEST PEOPLE IS A MUST

People/Business Benefits

Reduction in Crew Turnover

Central Region

TTM 2004 TTM2005 TTM 2006

93.33% 69.88% 67.55%

Overall will lead to improved customer satisfaction and Profit

Counting the Cost of a Bad Hire

Central Region Crew T/O 11,312

T/O with less than 3mths service2416

Average per restaurant 40

Bad Hires 50% 20

Cost of Turnover £178

Cost per restaurant £3560

Cost to company £2.6m

HTS Selection ProcessApplication/Pre screen

First Interview

Group Interviews within Croydon

Second Interview/OJE

HIRE

HTS Competencies

Job Fit Teamwork

I'm lovin’ it Service

Speed Accuracy

Personal Interaction

Customer Engagement

HTS Evaluation

Simple Traffic Light Rating System

Does not meet HTS standard

Unable to assess further verification at 2nd Interview/OJE

Meets HTS standard

How does the OJE Work?

15 min customer focused exercise– Dining Area – Front Counter – Window Three

The OJE gives you the opportunity to confirm that the applicant has the smile and customer focus we need

Candidate Feedback

Surprised at level of assessment

Generally enjoyed the OJE experience – although all were nervous

OJE gave good expectation of the job

Felt more comfortable about starting as they knew some of the people

Realises important part of their role would be customer service

Felt good about getting the job

Looking after your “Hire the Smile”

Welcome Meeting

Uniform

Buddy System, training

Performance Reviews

Staff training

CDP3

Crew Development Programme

Staff can gain external qualification NVQ Level 2 (multi-skilled hospitality) on completion of CDP

Key Points

Training materials

Flyers

Station Guides

Station Observation Checklists» Flyer – Station information leaflet given to Crew to

review prior/post to training» Station Guide – Visual procedure reference, located at

station during training» SOCs – Observation conducted by Crew Trainer after

training to check competency

Flyers, Station Guides & SOCs

Training Programme

Initial Training– 12 SOCs@ 80% – 2 Safety SOCs @ 100%– QS&C Unit Classes

Ongoing Training– SOC 1 every 2 months

Recognition– Star system Q,S,C– Excellence Star for Additional Training completion

Recommended completion– FT 12 months– PT -18 months

Independent assessment

Performance Management

Objectives

Clear expectations

Increase confidence and accountability

– Employee– Reviewer

Problem areas identified and overcome

Improves Performance

The review

Consists of:– Business results

• QSC Scorecard• 3 key business results• Business Indicators

– Personal attributes– Summary

Key Points of an appraisal

Results

Recognition

Strengths & Opportunities

Motivation

Direction

Implications of consistent Management practices

What benefits are there?

Image

Confidence

Reputation

Pride at Work

Recruitment

Retention

Profit

Discipline and Direction

Informal / Formal

Chat / Open Door Policy / Counselling

OCL’s / Performance Reviews

Notice / Crew Meeting to Clarify procedures

Formal Disciplinary action– Warning– Dismissal

Streams of Discipline

Lateness

Attendance

Misconduct

Performance

Cash handling

Independent Assessment

Every store recieves a monthly assessment

Employee files

Training assessment

HR practices

Action plan formulated and graded.

Employer Reputation

McJob – Change the Definition

Friends and Family Contract

Qualifications

Our Lounge

McJob

Friends and Family Contracts

The flexible contract rewards our best performers and trusted employees. There are eligibility requirements:

a performance grade of good or better

trained and competent to the same level

a minimum of 4 months service

a clean disciplinary record

Qualifications

•1800 staff are currently studying on-line for GCSE Maths/English equivalent qualifications

• Announced last week McDonald’s has achieved awarding body status, so we are able to award our own recognised qualifications up to A Level standard.

Our Lounge…

www.ourlounge.co.uk

Any Questions?