Mcd Prospectus

8/16/2019 Mcd Prospectus

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THAT’SWHAT MAKES

OUR PEOPLE,THAT’SWHAT MAKESMcDONALD’S

™

mcdonalds.co.uk/peoplePrinted on 50% recycled paper. The pulp used in this productis bleached using an Elemental Chlorine Free process.


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At McDonald’s we aim to attractand retain the most talentedpeople. We recognise that theseare people who are lookingfor more than just a job. Ouremployees get the opportunity toclimb our tried and tested careerladder which has taken many ofour people from Crew Memberto senior roles.

To help our employees reach their potential we offer thema broad array of qualifications which they can work towardson the job, alongside their ongoing training. Thousands ofour employees are currently studying for one of our

Apprenticeships. In addition, many employees have gaineda Level 3 Diploma in Shift Management (which is equivalentto an A-level) and some of our Business Managers havegraduated with a Foundation Degree in Managing BusinessOperations. In 2010 our commitment to and expertise indelivering effective work-based learning resulted in Ofstedawarding us a Grade 2, Good, in our first ever inspection.

Here at McDonald’s we want to distinguish ourselves as agreat place to work and we believe that by putting our peopleabove everything else in our business we will continue tomake talented people feel certain they can thrive with us.

Our aim is to hire individuals who have the right attitude andqualities to fulfil their potential – wherever you might beginyour career with us, whether it is for a two-week workexperience course or a full-time job, you’ll be offered a wide,diverse range of training and opportunities. I am proud thatwe have a proven track record of promoting from within,with around 90% of our restaurant management beginningtheir careers as Crew Members.

With the Olympic and Paralympic Games coming to Londonin 2012, we have a great opportunity to showcase ourtraining and our people. Firstly, we’re drawing on all of ourhospitality experience by helping to attract, select and traintens of thousands of volunteers who will be the face of theGames. Secondly we’ll be providing our food, 55 per cent ofwhich is made from British and Irish ingredients, to visitors,

the media and, of course, the athletes themselves.It gives me great pleasure to bring you this, our secondProspectus. Here you’ll find out what we stand for, not only asan employer but as also an educator and a nurturer of talent.Whether you’re looking to build a career with us, or use theexperience as a springboard to something else, McDonald’sis here to help you realise your full potential.

A W O

R D F R O M O U R C H I E F E X E C U T I V E

J I L L M C D O N A L D1 A WORD FROM OUR CHIEF EXECUTIVE, JILL MCDONALD

2 THE McDONALD’S PROSPECTUS

4 OUR PEOPLE

6 A LITTLE BIT ABOUT US

8 OUR CAREER PATH

10 JOB ROLE Crew Member

12 JOB ROLE Apprentice

14 JOB ROLE Customer Care Assistant

16 JOB ROLE Crew Trainer

18 JOB ROLE Shift Manager

20 JOB ROLE Trainee Business Manager

22 JOB ROLE Assistant Manager

24 JOB ROLE Business Manager

26 JOB ROLE Operations Consultant

28 JOB ROLE Franchisee Consultant

30 CASE STUDY Franchisee

32 CASE STUDY McDonald’s Olympic ParkOperations Manager

34 CASE STUDY Sales Enablers Manager

36 CASE STUDIES Training and Education

38 DO MORE WITH US

40 McDONALD’S AT LONDON 2012 1

42 McDONALD’S AT LONDON 2012 2

44 RESTAURANT PROFILE Milton Keynes

45 RESTAURANT PROFILE Glasgow

46 RESTAURANT PROFILE Belfast

47 RESTAURANT PROFILE St Albans

48 QUALIFICATIONS TABLE

48 NEXT STEPS

49 PARTNERS

CONTENTS

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Our last Prospectus was used by a fantastically diverserange of people. Whether you’re a Careers Adviser, astudent, an employee or a Franchisee there’s somethingin it for you. We caught up with some of the users of the2010/11 Prospectus to find out what they thought about it.

“I use it as a motivational document; it helps new

starters to see how far they could go with us.”Usman Sajid, FIRST ASSISTANT

“When I take the Prospectusto careers fairs I notice thatstudents are more interestedin the long term, they wantto know more about theCompany and our opportunities.The Prospectus helps them talkabout these to their parents.”Jane Wells, PEOPLE MANAGER

“It inspired me to strive for a promotion, I feltreally proud to show people outside work whereI’m heading in such a professional format.”

Becca Howell, APPRENTICE

“It’s something that all schools should have in theircareers library. The opportunities for progressioncome through really clearly and it’s great to hear

about them from real McDonald’s employees.”Jemma Best, EDCOMS

“The Prospectus has certainly opened our students’ eyes to the many varied

and exciting opportunities McDonald’s has to offer. The training is first class,

employees are valued and are offered in-depth training at every step.”

Sue Sutton, HEAD OF CAREERS AT A UK SECONDARY SCHOOL

T H E M c D O N A L D

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P R O S P E C T

U S VIEWS OF

OUR PEOPLE

VIEWS OFEDUCATORS

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T a i w o

C r e w

M e m b e r

P i p p a

C u s t o m e r C a r e A s s i s t a n t

J a m i e

C r e w T r a i n e r

A d e l e

T r a i n e e B u s i n e s s M a n a g e r

L e a h

A s s i s t a n t M a n a g e r

M a r c u s

B u s i n e s s M a n a g e r

Z o e

O p e r a t i o n s C o n s u l t a n t

S h e r i

F r a n c h i s e e C o n s u l t a n t

D a v i d

A p p r e n t i c e

S c o t t

S h i f t M a n a g e r

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RECOGNISING TALENT

We want to make sure that workingwith us is always about more than just a job, so we’ve enriched ourtraining programmes with a strongmix of qualifications aimed at peopleacross all different levels of thebusiness. All our qualifications are

nationally recognised and designedto develop our people professionallyand personally. You can find out moreabout them by reading our job rolespages, or see what they all add up toin our qualifications table at the backof the Prospectus.

ALL OF OUR 87,500 EMPLOYEES CAN GAIN NATIONALLY RECOGNISED QUALIFICATIONS

EVERY YEAR, WE SPENDOVER £30 MILLION ON DEVELOPING OUR PEOPLE

EVERY WEEK, THE EQUIVALENT OF 6 FULL CLASSES GAINQUALIFICATIONS IN MATHS AND ENGLISH

EVERY DAY, ANOTHER 20OF OUR EMPLOYEES ACHIEVE THEIR APPRENTICESHIP

AND 90% OF OUR BUSINESS MANAGERS STARTED THEIRCAREERS AS RESTAURANT CREW

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LONDON 2012 OLYMPIC ANDPARALYMPIC GAMES2012 looks set to become the most exciting year everin Britain’s sporting history. As athletes around theworld push themselves towards brilliance inanticipation of the Games, McDonald’s are helping theGames Makers (volunteers at the Games) to do thesame. We are a truly active sponsor of London 2012,

which is why we’re drawing on our experience oftraining our 87,500 strong workforce by supportingthe training of up to 70,000 Games Makers.

WE LOVE LONDON 2012Like the rest of the world we’re getting seriously excitedabout the London 2012 Olympic and Paralympic Games,so you’ll find loads more information about our rolein the Games throughout this Prospectus. We’ve evengiven our special Games pages the London 2012Games Maker logo so you can find them quickly.

ENVIRONMENTWe want to see continuous environmentalimprovement across all areas of our business. Thisgoal influences everything we do, from the sourcingof our ingredients, to the choice of materials whenbuilding our restaurants. So far we’ve made some important changes. In 2010 we became a founding

partner of the Love Where You Live environmentalcampaign. As part of our support for the campaignevery McDonald’s sends out at least three litter patrolsa day. We’re also committed to upping our recycling;all of our restaurants aim to recycle 100% of theircorrugated cardboard. And perhaps our mostimpressive achievement is the way we’ve turned ourused cooking oil into fuel for our delivery trucks.

COMMUNITY McDonald’s restaurants are very much part of thecommunity. We love taking part in, and planning,community activities like litter picks, footy gamesand charity fundraisers.

PEOPLEWe have a culture of flexibility, opportunity anddiversity, and every one of our 87,500 employees benefits from this. We have what is probably one of

the most culturally diverse workforces in the UK butwhile our people come from all walks of life, they’re alldriven by a desire to fulfil their potential.

McDONALD’S IN THE UKWe opened our first UK restaurant in Woolwich, SouthEast London in 1974 and we’ve never looked back.We now have 1,200 restaurants in communitiesacross the UK.

The answer is Ray Kroc. He discovered the small Californian restaurantin 1954 and saw its potential to go countrywide. Ray’s approach wasdaring and innovative, his mantra was, “In business for yourself, but notby yourself”. Ray decided McDona ld’s restaurants should be franchised.This enabled eager business men and women to grow their ownsuccessful businesses, whilst still belonging to McDonald’s. It’s afantastic business model and we’ve stuck to it to this day.

TODAY McDONALD’S IS THE

WORLD’S LEADINGQUICK SERVICERESTAURANT CHAIN, WITH OVER

A L I T T L E B

I T

A B

O U T

U S

How did a small but busy restaurantrun by two brothers with the surnameMcDonald become one of the world’s

most popular restaurants?

32,000

RESTAURANTS

60MILLIONPEOPLE IN MORE THAN

100COUNTRIESEVERY DAY.

SERVING MORE THAN

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O U R

C A R E E R P A T H

CONSULTANTS

SHIFTMANAGER

BUSINESSMANAGER

SECONDASSISTANTMANAGER

FIRSTASSISTANTMANAGER

TRAINEE

BUSINESSMANAGER

WORKEXPERIENCE

CREWMEMBER

APPRENTICECUSTOMERCAREASSISTANT

CREWTRAINER

QualificationLevel 2 BTECCertificate inWork Skills

QualificationLevel 1 & 2Certificatesin Adult Literacyand Numeracy

QualificationIntermediate Apprenticeshipin Hospitality andCatering (level 2)

QualificationLevel 3 Diploma inShift ManagementLevel 3 Award inSupervising FoodSafety In CateringFirst Aid at Work

QualificationFoundation Degreein ManagingBusiness Operations

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I’m originally from Nigeria andMcDonald’s was the first job I took

when I settled in the UK. Something just clicked and I decided to stayhere. I love the diversity you get inthis job; the customers are from allwalks of life and the team you’reworking with are too.

The role of Crew Member is oneof the most varied in the wholerestaurant. It’s given me afoundation in everything that’simportant to the success ofthe restaurant, from welcomingcustomers to making theperfect Big Mac.

Every Crew Member gets a chanceto work in the kitchen, preparingall of the menu items. To make surethat the food is consistently good

we all use the same assemblyprocess. At first I wasn’t sure if Iwas going to remember everythingbut by the time I’d worked here fora few months I’d got the hang of it;my goodness I’m fast now!

Keeping things clean and hygienicis something which you’ve alwaysgot in mind as a Crew Member,whether you’re putting an ordertogether or keeping a cookingstation clean.

My favourite part of the job hasto be customer service; I find itreally easy to make friends withcustomers. With some of myregulars I remember exactly howthey like their coffee and start

making it as soon as they comethrough the door. I find thoserelationships with customers themost rewarding part of the job.

While working at McDonald’sI’ve had the chance to study for

Maths and English qualifications,which are equivalent to GCSEs.It’s so satisfying to be able toput those qualifications on myCV now and it makes climbingthe McDonald’s career laddereven more of a realistic aim.

I’d like to be running my ownrestaurant in five years’ time.I’ve got a passion for businesswhich I think McDonald’s willhelp me develop. My managersare promoting me to the role ofCrew Trainer. I’m excited about it;it will be rewarding to be ableto pass on the things I’ve learntto other Crew Members.

Another exciting opportunity

also came my way recently;every month my managers choosean employee who they think hasexcelled and they become one ofour Olympic Champion Crew.Being chosen means I am inwith a chance of working atthe McDonald’s restaurants inthe Olympic Park at London2012. All the restaurants inthe UK have chosen oneoutstanding employee eachmonth, which I think is brilliantas it means that people fromall over the country get thechance to be part of history.Fingers crossed I get picked,my kids would be so proud.

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JOB ROLE 1

WHILE WORKING AS A CREW MEMBER YOU CAN ACHIEVELEVEL 1 & 2 CERTIFICATES IN ADULT LITERACY AND NUMERACY

IN A NUTSHELLIt’s a fast-paced and varied role.Crew Members are a vital partof the team working together togive customers friendly service,great food, and a nice environmentto enjoy a meal in.

RESPONSIBILITIESWhatever Crew Members arefocusing on they need to be astrong and reliable part of theteam.Their responsibilities can bebroken down into three key areas:customer service, food preparationand cleanliness and hygiene. It’sup to each Crew Member to keepstandards in these areas high.

SKILLSWorking as a Crew Member laysthe foundations for a successfulcareer at McDonald’s; they gainskills in all of the areas that mattermost. They learn how to build strongworking relationships with a team,how to be polite and helpful tocustomers and how to preparefood in a hygienic and skilful way.

NICE PERKSCrew Members get a chance tobuild on their training by takingthe Apprenticeship; this givesthem a nationally recognisedqualification and lots of confidenceat work. They can also study withMcDonald’s for their Maths andEnglish qualifications which areequivalent to GCSEs.

HOW TO GET

STARTEDIf you’d like to work as a CrewMember, you’ll need to be anenthusiastic and positive personwho’s up for a challenge. To findout about learning and working withus visit mcdonalds.co.uk/people

“With some of my regulars I rememberexactly how they like their coffeeand start making it as soon as theycome through the door. I findthose relationships with customersthe most rewarding part of the job.”

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I wanted to do the Apprenticeshipbecause of the Maths and English

qualifications you can get from it.I didn’t get those GCSEs at schooland it felt like a really welcomesecond chance. It also motivatedme knowing that it was a paidopportunity to get better at my

job. Everyone who takes the Apprenticeship has to completelots of work-based training andthe online learning whichcomplements it.

My Apprenticeship began with theEnglish and Maths qualifications.I took a couple of practice testsand got put in the Level 2 group,which means that my qualificationsin English and Maths are equal toone GCSE Grade A*-C each, (for the

Level 1 group it’s GCSE Grade D-G).My Crew Trainer was superb;always there to help me whenI was struggling with fractions orgrammar. He used to test me whenI came in every morning until I gotthings right. I also had an onlinetutor who emailed me and I couldask him to explain things. The dayafter I took the exams I got a textfrom my Crew Trainer sayingI’d passed. I couldn’t believe it,I thought it was a wind-up at first,and when I saw the certificatesI was totally over the moon.

Now that I’ve passed the Englishand Maths qualifications I’vemoved on to working on the

Apprenticeship workbooks and

diary. Then of course there’spractical training, which is doneon the job; Apprentices get trainedand assessed on every area of the

restaurant to make sure they’vemastered it. The Apprenticeship

has changed the way I work.It’s made me more aware of whywe do things as we do. My wee

Apprenticeship diary helps withthat too; it really makes mereflect on the skills I’ve learnt atMcDonald’s.

McDonald’s has developed me asa person too. Having responsibilityhas made me more confident andindependent. Also I’ve made agreat group of friends, it soundscheesy but because we’ve knowneach other so long we’re kind oflike family. We play footy outsidework together and we like to geta team together for the McDonald’sCup. The lads from my restaurant

did pretty well last year. I even letsome of my friends from work talkme into having my legs waxed toraise money for charity. I raisedabout £140, so the pain wasworth it.

I feel like my chances of promotionare so much higher at McDonald’sthan anywhere else. I’m definitelytempted to stay here and put thework in to become a BusinessManager. I know I’d love that role,because for me nothing beats thefeeling of leading a team througha really good shift.

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JOB ROLE 2

WHILE WORKING AS AN APPRENTICE YOU CAN ACHIEVEAN INTERMEDIATE APPRENTICESHIP IN HOSPITALITY ANDCATERING (LEVEL 2)

IN A NUTSHELL Apprentices are employees whoput in extra time to train for the

Apprenticeship qualification. Mostpeople take the Apprenticeship toconsolidate the training they getas a Crew Member, but it’s afantastic opportunity which isopen to anyone. The Apprenticeshipbuilds on existing knowledge soemployees get a really deepunderstanding of every area of therestaurant. They also learn moreabout the business and have anopportunity to study for Englishand Maths qualifications.

RESPONSIBILITIES Apprentices work for 12 monthson average to gain the qualification.During this time they’ll need toattend regular review meetings,complete workbooks and keepa diary of what they’ve learnt.They study for their Englishand Maths qualifications onlinewith the support of an e-tutorand then take their exams ona restaurant computer with aninvigilator there.

SKILLSPolishing your workplace skills ispart of the Apprenticeship and bythe time people complete it they’llbe highly competent. They’ll alsolearn lots about the business theywork for, and their knowledge onsubjects like recycling and corporatesocial responsibility will be usefulas they climb the career ladder.

NICE PERKS Apprentices gain a qualificationwhich is worth five good GCSEs(A*-C). By developing theirwork-based skills they makethemselves highly promotable.

HOW TO GETSTARTED

If you’d like to work as an Apprentice you’ll need to beworking in one of our restaurantsand be committed, driven andeager to learn. To find out aboutlearning and working with usvisit mcdonalds.co.uk/people

“The day after I took my ApprenticeshipMaths and English exams I got a textfrom my Crew Trainer saying I’d passed.I couldn’t believe it, I thought it wasa wind-up at first, and when I saw thecertificates I was totally over the moon.”

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When I first started working at

McDonald’s I spent a lot of timewith two Customer Care Assistantsand they taught me everythingI know. They were the perfectpeople to learn from; both of themhad a real talent for getting on withpeople. They’d give me things to dothat built my confidence in the role;like giving crayons to kids, talkingto families about the latest HappyMeal and asking customers if theywere enjoying their meals.

For me the job is about makingpeople feel comfortable; a cleanrestaurant is part of that, but themost important thing is to bewarm and friendly to everycustomer. If I see kids waiting fortheir parents to get back with theirmeal, I’ll always go and sit withthem and have a little chat ’tiltheir mum or dad are done atthe counter. Or if I’m cleaning atable near the door I’ll stop whatI’m doing and hold it open forwhoever’s coming in so that theyget a nice personal welcome.

One of the things I like most aboutMcDonald’s is how much trainingthere is on offer. To help with mywork I took a course in CustomerCare; which meant completing aworkbook and attending a day oftraining. On the training day weused role play to practise dealingwith various situations youencounter in a restaurant. One of

us played the role of a customerand the other person showedhow they thought a CustomerCare Assistant should deal withthe situation.

As well as improving my

confidence, the training I receivedreally gave my UCAS form a boost.I’m just about to start university,studying for a degree in Arts andFestivals Management. I’ll get togo to lots of festivals which will beamazing. I see my future in musicmanagement, and I definitely thinkMcDonald’s has helped develop theskills I need. Being a CustomerCare Assistant gives you a lot offreedom. We all manage ourselves,looking after our own time to makesure that we get everything done.It’s taught me to be organised andindependent, skills which willdefinitely help when I’m dealingwith the stars of the future!

I’ve met such great people atMcDonald’s. There’s somethingabout the way the restaurants workwhich means you make friends soquickly. I even met my boyfriend atMcDonald’s; he’s a Crew Memberat my restaurant. I’m definitelygoing to carry on working herewhile I do my degree; I love beingin a team of people who you knowyou can totally count on.

JOB ROLE 3

IN A NUTSHELLCustomer Care Assistants workin the dining area to make surethat all the customers are welllooked after and that everythingis spick and span.

RESPONSIBILITIESCustomer Care Assistants are thereto make sure that customers feelreally welcome in the restaurantand enjoy every visit. They’realso responsible for making therestaurant a safe and clean spaceto enjoy a meal in, by clearing upspillages and wiping tables andchairs. Some Customer Care

Assistants even go the extra mileand help out with children’sactivities like face painting.

SKILLSThis is a great role for people whowant to develop their customerservice skills and social confidence.Customer Care Assistants learn how

to put people at ease and how tobuild relationships, particularly withregular customers. They also pickup practical cleaning skills.

NICE PERKSCustomer Care Assistants receivespecial training in Customer Care.They also get a chance to reallymake a difference to our customers’day by providing a welcomingenvironment and great service.

HOW TO GETSTARTEDTo work as a Customer Care

Assistant you don’t need to have

had previous experience workingwith us. All you need is a positiveattitude and the confidence tospeak with people of all ages andbackgrounds. To find out aboutlearning and working with usvisit mcdonalds.co.uk/people

“For me the job is about making peoplefeel comfortable; a clean restaurant ispart of that, but most important is to bewarm and friendly to every customer.”

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My job is to teach Crew Members

how to deliver perfect food andgreat customer service. It’s downto me to take them througheverything they could possiblyneed to know about working ina McDonald’s restaurant: frommaking a Cheeseburger, to makingsure the customers have a greatexperience. I started working atMcDonald’s two years ago and waspromoted to Crew Trainer becauseI managed to get to grips witheverything pretty quickly. To bea Crew Trainer you need to bea real expert at every area of therestaurant. It’s so you can giveCrew Members really precise andconsistent training that helps themprogress within McDonald’s.

I chose to work at McDonald’sbecause I thought the atmospherewould suit me: I’m pretty energetic.But I also wanted a flexible jobthat I could fit around my collegestudies. My mum recommendedthat I applied for a job withMcDonald’s. She’s worked forthem for a long time and is a bigfan of the business.

I try to think about my job in thecontext of the whole restaurant’sbusiness performance. So I alwayschat to my Business Managerabout what our goals are for eachshift. There are targets set in threekey areas: the quality of the food,the cleanliness of the restaurant

and the friendliness and speed ofthe service. I always share theaims for the shift with the CrewMembers I’m working with, as it’seasier to have a good shift if you’ve

all got a target in mind that you’re

determined to meet. Another key responsibility I have isto assess Crew Members’ skills oncertain stations. I plan time into myday to watch someone working ona particular station and make surethat they’re getting everythingright. If they do it all perfectly I’llgive them a pass which meansthey’re qualified to work on thatstation. All Crew Trainers workalongside Crew Members in therestaurant so we keep our skillstop notch. Working on the till ismy personal favourite becauseI get to have a bit of banter withmy favourite regular customers.

I took my Apprenticeship last year

and now I’m helping others to gettheirs. It’s nice to be lending a handto people whose shoes I was in lastyear. If anyone is struggling with aparticular skill or section in theirworkbook they know they cancome to me for some extra training.

Ultimately it’s my dream to workas a paramedic and it’s been greatto have a job which gives me theflexibility to put lots of time into mycollege course in Public Services.But I think McDonald’s hascontributed in another way too;it’s taught me how to work wellunder pressure, feel confidenttalking to the public and I’ve foundout how great it is to work ina close-knit team. All in all, it’s

developed me massively as aperson and I hope that that willhelp make me a great paramedic.

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T R A I N E R

JOB ROLE 4IN A NUTSHELLCrew Trainers support a team ofCrew Members and Apprentices;helping them to complete theirtraining. Their aim is to providecrew with the skills and confidenceto work in any area of the restaurant.They also support the managementteam by solving problems andmaking sure that the team in therestaurant are providing excellentservice and great food, fast.

RESPONSIBILITIES A big part of the job is mentoringcrew: Crew Trainers use practicalon-the-job training to teachCrew Members how to work inevery area of the restaurant. CrewTrainers are also there to assessCrew Members’ skills and verifythat their work on a station reachesthe high standards set by McDonald’s.

SKILLSCrew Trainers are bound to pickup fantastic people skills. It’s achance to motivate their teammates and manage their own andother people’s time effectively. Theyalso learn how to assess the workof other crew and to deliver trainingin a way that’s engaging and helpful.

NICE PERKSCrew Trainers get a chance to standout from the crowd by showing thatthey are a good coach and havegood people skills. It’s a chanceto impress their bosses, as well asto develop some of the skills they’llneed if they want to take on amanagerial position in the future.

HOW TO GETSTARTEDIf you’d like to work as a CrewTrainer you’ll need to be a CrewMember with great communicationskills and a desire to help peoplerealise their potential. You’ll also

need the confidence to put yourselfforward and take on moreresponsibility. Many of our CrewTrainers have completed the Apprenticeship Programme. To findout about learning and working withus visit mcdonalds.co.uk/people

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“My dream is to work as a paramedicand I think my experience workingat McDonald’s might give me the edge:it’s taught me how to work well underpressure and the value of working ina close-knit team. All in all, it’sdeveloped me massively as a person.”

J a m i e

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When I started at McDonald’s Iplanned to stay for just two yearswhile I was at college; I enjoyed itso much I ended up staying. MyBusiness Manager was brilliant;she saw lots of potential in me andreally helped me understand howfar I could go at McDonald’s.

She’s a people person and a lot ofpeople say that that’s my skill too;I talk to everyone working on my

shift and make sure that they’reall happy and know what they’redoing. It’s not very often that I’llbe working on a specific kitchenarea; instead my role involvessolving problems and jumpingin if I can see someone struggling.I’ve always got one eye on thefront counter; making surecustomers are getting friendlyand quick service.

To be a Shift Manager you need tobe able to see where the problemsmight come up and sort themalmost before they happen. Youalso have to tackle any issues headon; if I get a complaint on my shiftI make sure I talk to customers

face to face and do whatever I canto solve the problem – I want ourrestaurant to be known for reallygood customer service.

It’s important that restaurant teamsdon’t just come together to work.We support a local footy team byproviding them with a free kit, andwe always have a big Christmasparty so everyone can bond outsidework. This year we’ve got a geektheme, if you don’t dress up youdon’t get in!

Every year I set up an event toraise money for the McDonald’s

charity RMHC. This year I fancieddoing something a bit different soI thought – let’s do a sponsoredbike ride from our restaurant inEast Yorkshire to Paris (as you do!).I persuaded a Crew Member tocycle the thousand miles with me.Everyone in our restaurantcommunity supported us, all theregulars gave something towards itand the local paper printed a pictureof us in front of the Eiffel tower atthe end of our 9 day trip. It was agreat way to raise money and boostthe profile of a brilliant charity.

I’ve just been put forward for therole of Second Assistant Managerand I’m really keen to work my

way up the business. Hopefully infive years’ time I’ll be running myown restaurant. I definitely seeMcDonald’s as a job for life.

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JOB ROLE 5

WHILE WORKING AS A SHIFT MANAGER YOU CAN ACHIEVEA LEVEL 3 DIPLOMA IN SHIFT MANAGEMENT ANDA LEVEL 3 AWARD IN SUPERVISING FOOD SAFETY IN CATERING

IN A NUTSHELLShift Managers focus on the biggerpicture. They make sure that allareas of the restaurant are runningsmoothly, the team members arehappy and properly trained, and thecustomers are getting great food, fast.

RESPONSIBILITIESShift Managers look after the whole

restaurant on their shifts, they’reconscious of everything, from stocklevels to service times. They’re thego-to people for any customerqueries and if crew have anyquestions they’ll go to their ShiftManager for help too.

SKILLSShift Managers develop excellentinterpersonal skills and learn howto stay cool under pressure. Theyalso get a great feel for thebusiness, with opportunities totake responsibility for key areasincluding stock control, food safetyand training.

NICE PERKSShift Managers are rewardedwith a Level 3 Diploma in ShiftManagement. This is a nationallyrecognised qualification which isequivalent to an A-level. They alsogain a Level 3 Award in SupervisingFood Safety in Catering. This rolegives employees a real chance toshine and prove they’re cut out formore senior management roles.

And if Shift Managers get brilliantbusiness results for their restaurantthey could potentially have theirhard work recognised with a bonus.

HOW TO GETSTARTED

If you’d like to work as a ShiftManager, you’ll need to haveworked as a Crew Member and aCrew Trainer or be one of our manyfully qualified Apprentices. To findout about learning and working withus visit mcdonalds.co.uk/people

A Q U I C K L O O K

“Every year I set up an event to raise

money for the McDonald’s charity RMHC.This year I fancied doing somethinga bit different so I thought – let’s do asponsored bike ride from my restaurantin East Yorkshire to Paris (as you do!)”.

S c o t t

S h i f t M a n a g e r

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JOB ROLE 6

IN A NUTSHELLTrainee Business Managers areon a fast track to a managerialposition – they complete 20 weeks’training after which they work as

one of the Assistant Managersin the restaurant.

RESPONSIBILITIESTrainee Business Managersare responsible for a widerange of tasks related tothe running of a business,these include stock controlinventories, recruitment,training and customer service.

SKILLSTrainee Business Managers gaingreat commercial skills in key areaslike finance, marketing, leadershipand HR. They’ll also attend severalcourses at our training centre to

learn new business skills and helpdevelop leadership skills.

NICE PERKSTrainee Business Managers getexcellent training to help themclimb quickly to the level ofBusiness Manager. They getsix weeks of paid holiday a year,an annual performance-relatedpay review and lots of othercompetitive benefits.

HOW TO GETSTARTEDIf you’d like to work as TraineeBusiness Manager, you’ll need

to be a graduate or someonewith business experience. You’ll need to be tenacious,hard working and passionateabout business. To find out aboutlearning and working with usvisit mcdonalds.co.uk/people

“I grew up on a farm in Yorkshire,which I absolutely loved, so the ideaof working for a business which usesgood quality and often locally sourcedingredients felt like the perfect fit.”

A Q U I C K L O O K

A d e l e

T r a i n e e B u s i n e s s M a n a g e r

T R

A I N E E

B U S I N E

S S

M

A N A G E R

When I graduated in May 2009and started scouting for a job,McDonald’s really stood out.I’d heard only good things aboutthem from the people who workedthere, like how well they lookafter you with development andpromotional opportunities. I alsoliked the idea of working atMcDonald’s because of the waythey source their ingredients:I grew up on a farm in Yorkshirewhich I absolutely loved, so theidea of working for a businesswhich uses good quality andoften locally sourced ingredients

felt like the perfect fit.The training in this role lasts for20 weeks, and once completedI’ll be a fully qualified Second

Assistant Manager. It’s a coursedesigned for uni graduates likeme and it’s a fast track into themore senior managerial rolesof the restaurant. The first fivemonths of training were intense:I learnt how to cook, how to servecustomers, how to work the drivethru and loads of other essentialrestaurant skills: it laid a greatfoundation. At the end of this initialtraining I passed my Shift Managercourse and was officially acceptedas a Trainee Business Manager,and awarded a qualification that’s

the equivalent of an A-level to addto my CV, which is pretty sweet!

For the next part of theManagement Development

Programme you work as amanager. I was obviously a littledaunted at first, especially whenmy Business Manager was away,but I think there was always partof me thinking, “Wow I’m in chargeof everything – brilliant”. I haveto look at the restaurant like it’smy business and think aboutmarketing, leadership, HR andfinance, amongst other things.This means I spend some timein the office as well as on therestaurant floor.

My two big passions in lifeare football and business,

so I took my degree inBusiness Management at

Alabama University wherethey take girls’ football reallyseriously. I chose to work forMcDonald’s rather than playprofessionally, but football’sstill a big part of my life: I’vehelped my restaurant providekits for local teams and I coachedthe boys’ team for the McDonald’sCup this year: they got to thesemi-finals which was prettygood going!

I’m conscious of how muchtime and effort McDonald’s haveput into training me and I’m reallyeager to repay them by training

other people. I recently took overthe running of the ApprenticeshipProgramme in my restaurant soI’m hopefully already makinga difference.

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I’ve been at McDonald’s for threeand a bit years and in my currentrole I help my Business Managerrun the restaurant. I’m a First

Assistant Manager which meansI have a bit more responsibilitythan a Second Assistant Manager,but what I do on a day-to-day basisisn’t all that different, it’s just aboutexperience. It’s nice to reach aposition in which I’m activelyhelping other people climb thecareer ladder.

In the time I’ve been working as aFirst Assistant Manager I’ve helpeddevelop three Crew Members into

new Shift Managers. I help my ShiftMangers through the ManagementDevelopment Programme bypartnering up with them on shifts,to show them how to manage abig team and keep standards high.Training and people developmentare a big part of my job. I’mlearning how to recognise thepeople with potential, as well ashow to structure a team so thatwe’re making the most ofeveryone’s individual strengths.

There’s also a big business elementto my role: I have to run therestaurant when my BusinessManager isn’t there, so I need tobe 100% across everything thathappens on a shift and ready to

help if the Shift Manager needs meto. I love the thrill of a big businesswin; it’s always an amazing feelingwhen we break a sales record.

I also help out my BusinessManager with the office-basedside of the job. I look after thingslike our inventories and I play a bigpart in recruitment too. I actuallyfeel really proud to be part of acountrywide team of managerswho make McDonald’s what it is.

To be a good First AssistantManager you need your team totrust you, largely by showing thatyou’re a nice person as well as acompetent leader. It’s not difficult tomake the team feel invested in therestaurant’s success, sometimesit’s as simple as sharing the sales

goals for the shift they’re workingon. Another thing which can makea team feel empowered is gettingthem involved in projects beyondthe restaurant doors. I work withsome volunteers from my restauranton a project called Tidy Towns.We do things like cleaning riversand organising local litter picks.

I’ve applied to work in the OlympicPark restaurants and I’ve got myfingers crossed I’ll make the grade.I think the buzz and atmosphereat the Games will be just incredibleand of course the restaurantswill be breaking records – whichI love to do.

A S S I S T A N T

M

A N A G E R

JOB ROLE 7/8

IN A NUTSHELLFirst and Second AssistantManagers work as part of therestaurant management team.They take on some of the

responsibilities associated withrunning the business.

RESPONSIBILITIES Assistant Managers set targets,manage budgets and control stocklevels, all excellent training if they’reaiming to become a BusinessManager. They also developemployees: helping with recruiting,training and inspiring people.

SKILLS Assistant Managers gain all thefinancial and people skills they needto take the next step in their careerand become a Business Manager.They’ll learn how to lead a team,

how to spot and promote talent,and how to keep the restaurantfunctioning well day-to-day.

NICE PERKS Assistant Managers gain a richunderstanding of what it takes torun a successful business. They’retrusted to make important decisionsand they get the opportunity to workclosely with the Business Manager.

HOW TO GETSTARTEDIf you’d like to work as an

Assistant Manager you’ll needto have worked as a Shift Manager

or to have completed the TraineeBusiness Manager Programme. You need to be ambitious, work wellunder pressure and have excellentpeople skills. To find out aboutlearning and working with us visitmcdonalds.co.uk/people

“To be a good First Assistant Manager you need your team to trust you, largelyby showing that you’re a nice personas well as a competent leader. It’s notdifficult to make the team feel investedin the restaurant’s success, sometimesit’s as simple as sharing the goals

for the shift.”

L e a h

A s s i s t a n t M a n a g e r

A Q U I C K L O O K

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I moved to England from theSeychelles eight years ago,McDonald’s was the second jobI got here. I still know the exactdate I started; it was 14th July2004. I vividly remember howafter the end of my first shiftit was announced that we’dreached a record sales figurefor that restaurant, everyonewas high-fiving and therewas this amazing sense ofachievement as a team. It wasin that moment that I thought,

“This is the right job for me”.

As a Business Manager I workto make sure that my restaurantteam is well trained, that mycustomers are happy and that myrestaurant is profitable. I spend themajority of my time on the floor butI also incorporate a chunk of quietoffice time into my day, when I canwork on the numbers and analyseresults. What I enjoy most aboutmy job is the people side. I thinkthe best managers are people whounderstand that not everyone hasthe same background: you haveto identify everyone’s individualneeds and abilities. Making yourteam feel at ease is hugelyimportant, if they’re happy thencustomers leave grinning too.

In the time I’ve been managingmy restaurant I’ve put a lot into

developing people. I have 14managers who I’ve nurtured fromwhen they first came in as CrewMembers. I deliver lots of the

in-store training myself to ensurethat my team have the right skillsto deliver a great customerexperience. I oversee all the hiringdecisions for my restaurant so Ifeel invested in the future of everyemployee. When I’m hiring I lookfor talented people with ambitionto work their way up, and I use the

Apprenticeship Programme toshow future employees just howmuch they could get out of theirMcDonald’s experience.

I left the Seychelles when I finishedcollege, I couldn’t wait to see theworld, so I didn’t go to university.Now that I’m a bit older I canreally see the value of education.That’s why I decided to applyto do the Foundation Degree inManaging Business Operations,through McDonald’s andManchester Metropolitan University.It’s given me an enormous amountof confidence as a BusinessManager and has helped me tobe even more effective in my job.

For me, this role is also a chanceto make a positive impact in mycommunity. Last year, onChristmas Day, we opened upthe restaurant and with the helpof my wife and some generouscrew, we made lots of bacon rollsand coffees to take to patients inour local hospital. It was such an

amazing feeling walking inthere and seeing how much itmeant to them to be rememberedon Christmas morning.

B U S I N E S S

M

A N A G E R

JOB ROLE 9

WHILE WORKING AS A BUSINESS MANAGER YOU CAN ACHIEVEA FOUNDATION DEGREE IN MANAGING BUSINESS OPERATIONS

“I think the best managers are peoplewho understand that not everyone hasthe same background; you have toidentify everyone’s individual needs andabilities. Making your team feel at easeis hugely important, if they’re happythen customers leave grinning too.”

M a r c u s

B u s i n e s s M a n a g e r

A Q U I C K L O

O KIN A NUTSHELL A Business Manager is in charge of

running the restaurant. An averageMcDonald’s restaurant has an

annual turnover of around £2million,serves over 1,000 customers a dayand employs around 80 people.

RESPONSIBILITIESBusiness Managers are fullyaccountable for everything thatgoes on in the restaurant; they haveto keep standards high, developemployees, keep their customershappy and drive the restaurantto be more profitable.

SKILLSBusiness Managers developfantastic leadership skills andimpressive business acumen.Their role gives them the

opportunity to really make theirmark in the hospitality industryas well as their local community.

NICE PERKSIt’s a prestigious position with greatbenefits. Business Managers canalso gain a Foundation Degree inManaging Business Operationsfrom McDonald’s and ManchesterMetropolitan University.

HOW TO GETSTARTEDIf you’d like to become a BusinessManager you’ll need to have beenan Assistant Manager. You need

to have a genuine passion forhospitality and be driven toachieve great things for yourself,your restaurant and yourcommunity. To find out aboutlearning and working with usvisit mcdonalds.co.uk/people.

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O P E R A

T I O N

S

C O N S U

L T A N T

JOB ROLE 10

“I’ve been involved in finding theemployees who will work in ourMcDonald’s restaurants in the OlympicPark. It’s a really exceptional opportunity;some of them will even get the chance toserve the best of the best in the athletes’restaurant. We’ll be looking for peopleto showcase the skills we foster in our

employees every day, like great customerservice and a cool head under pressure.”

Z o e

O p e r a t i o n s C o n s u l t a n t

A Q U

I C K L O O KIN A NUTSHELLOperations Consultants provide

leadership, coaching and directionto a group of restaurants, typicallyseven or eight. They develop ateam of managers to deliver highstandards across the group.They have an eye to the long termsuccess of the restaurants andwork with the Business Managersto take them in the right directionto achieve these goals.

RESPONSIBILITIESOperations Consultants look afterthe success and reputation of agroup of restaurants. They shapestrategies for the group andsupervise the Business Managers’delivery of them. They build strongworking relationships, in particularwith Business Managers andmanagement teams.

SKILLSOperations Consultants developa sophisticated understanding ofMcDonald’s as a business. Theybecome excellent at negotiation andmorale-boosting and they have a

knack for delivering results. Theseskills could lead to taking up asecondment at Head Office, gainingvaluable insight into the business.

NICE PERKSOperations Consultants get fantasticnetworking opportunities. They getto meet opinion formers and localleaders and work with them in thecommunity. The level of influencethey have allows them to be a realforce for good in their local area.

HOW TO GETSTARTEDIf you’d like to work as an Operations

Consultant you’ll need to haveworked as a Business Manager,be a collaborative leader and takea wide and analytical view of theMcDonald’s business. To find outabout learning and working with usvisit mcdonalds.co.uk/people

I look after the wellbeing andinterests of nine restaurants.I want them to be places wheretalent is nurtured and peoplecan build a strong foundation fortheir future, as well as them beinghealthy businesses. I focus onthe day-to-day running of thebusiness looking after areas whichinclude people, finance and ofcourse, the customer experience.

I always arrange my own schedule(which is a blessing if you’re aworking mum!) and typically I’llspend Monday in the office and

the rest of the week in one of therestaurants with the BusinessManager helping them capitaliseon opportunities.

I want everyone I manage tofeel comfortable approachingme. I won’t make a decisionabout the direction of my groupof restaurants without discussingit first with the Business Managersand listening to everyone’s ideas.Ultimately I may be their bossbut they do the work and get theresults, so they should absolutelyhave a say.

Being an Operations Consultantgives me a platform to makea difference. My group of

restaurants is passionate aboutorganising events, like fancydress nights, to raise moneyfor the charity RMHC.

You can guarantee that nearlythe whole group will buy a ticketfor them, because working atMcDonald’s gives people a realsense of community.

I encourage my BusinessManagers to push for the nextlevel by giving them plenty oftraining, guidance and support;ideally everyone in the businessshould be able to look at theposition above them and think,

“Yep, I’d love to do that.” MaybeI’m passionate about developmentbecause I worked my way up

the business from my first jobas a Crew Member. My BusinessManager at the time made merealise how much opportunitythere is here.

I’ve got a bit of a once-in-a-lifetime event coming up: I’vebeen involved in finding theemployees who will work inour McDonald’s restaurantsin the Olympic Park. It’s a reallyexceptional opportunity; someof them will even get the chanceto serve the best of the best inthe athletes’ restaurant. We’ll belooking for people to showcasethe skills we foster in ouremployees every day, like great

customer service and a cool headunder pressure.

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My first job, like lots of mycolleagues, was as a CrewMember. Since then I’ve workedmy way up to become a FranchiseeConsultant and I’ve always feltreally well rewarded. I’ve evenwon the Presidents’ Award, it’sa global award and it’s basicallyMcDonald’s way of rewarding thepeople who have given reallyexceptional performance overa period of time. Now I work tocreate a culture that recognisesand rewards hard work in

my Franchisees’ restaurants;McDonald’s is about promotingtalent and giving peopleopportunities, and it’s importantthat everyone knows it.

For the Franchisees I work withI’m the face of the McDonald’sbrand. I’m also a business advisorto the 22 restaurants whichmy group of Franchisees own.My primary aim is to supportFranchisees in running theirbusinesses successfully. If they’rehappy and their restaurantsare thriving then that’s my jobdone well.

It’s interesting how much attitudestowards McDonald’s have changed

in the time I’ve been working here.I think the qualifications we’reproviding have definitely turned afew heads. A lot of companies talk

about equal opportunities, but hereeveryone’s genuinely on a levelplaying field, irrespective of gender,age or ethnic background. That’s aMcDonald’s value that really meansa lot to me.

I get to hear of hundreds ofinteresting local projects throughmy job. For example, I found outabout a mentoring scheme in mylocal community to help offenders.I got involved in giving them thesupport they need not to reoffend.I help them write a CV, open a

bank account and get in touchwith housing offices. It’s somethingthat really touched my heart, thechance to help them break thecycle. I also mentor school children,with them I cover everything fromhomework techniques to businessknow-how. I often use McDonald’sas an example when we’re talkingabout business skills or corporatesocial responsibility. I’d like to thinkthat a couple of them might feelinspired to enter the business,I know they’d be welcomed andnurtured by McDonald’s. I’ve neverworked for anyone but McDonald’sand I can’t imagine I ever will.

JOB ROLE 10IN A NUTSHELLFranchisee Consultants offerbusiness advice and supportto Franchisees to help them runsuccessful restaurants with highstandards, so building strongworking relationships is absolutelyat the core of this role.

RESPONSIBILITIESFranchisee Consultants regularlyvisit restaurants to spend time

with Franchisees and support themin running their businesses. Theyneed to offer sound business andoperations advice to Franchiseesand their restaurant teams.They also work with Franchiseesto devise strategies to continuouslyimprove the performance of theirrestaurants.

SKILLSFranchisee Consultants developexcellent people skills; they learnhow to communicate well andhow to work collaboratively withbusiness owners. They also developdeep and broad-reaching strategicabilities which help them connecttheir Franchisee’s objectives with

the wider Company goals.

NICE PERKSFranchisee Consultants areprepared through an advancedtraining programme deliveredin the UK and they also get theopportunity to visit Chicago for aweek-long course at McDonald’sglobal Headquarters.

HOW TO GETSTARTEDFranchisee Consultants need to beexperienced in the management ofa McDonald’s restaurant and willmost recently have worked as anOperations Consultant. They needstrong business acumen and to bepassionate about supportingFranchisees in developing theirbusinesses. To find out aboutlearning and working with us visitmcdonalds.co.uk/people

“My primary aim is to supportFranchisees in running their businesses

successfully. If they’re happy and theirrestaurants are thriving then that’s my job done well.”

S h e r i

F r a n c h i s e e C o n s u l t a n t

A Q U I C K L O O K

F R A N C

H I S E

E

C O N S U

L T A N T

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CASE STUDY 1

F R

A N C

H I S E

EMcDonald’s has about 160Franchisees in the UK. FranchisedMcDonald’s restaurants are ownedand operated by business peoplewho invest money and years ofvaluable experience into eachrestaurant. They receive trainingand support from McDonald’s tohelp them develop a successful

business.Our Franchisees like to getinvolved in their restaurants’ localcommunities. They and theirrestaurant teams might sponsorgrassroots football, support localschools or help charities with theirfundraising initiatives.

Our Franchisees are absolutelycentral to what we do. They’refar more than investors; they helpshape the business.

Meet Afia, a Franchisee of

three McDonald’s restaurants

in the Midlands:

Why do you think it’simportant for McDonald’s

to have Franchisees? They’re a fresh pair of eyes.I think of McDonald’s as an ideasbusiness which is why it works sowell when they invite people withdifferent experiences behind themto run their restaurants. I came intothe role of Franchisee inspired bymy first two businesses but alsowith the experience of having beena customer. I could see the businessfrom both sides of the counter.

Why did you choose to become aFranchisee rather than a straight

forward business owner? I learnt a huge amount frommy first two businesses, but itwas tough running them alone.My aspiration was to becomebusiness-savvy enough to beaccepted as a McDonald’sFranchisee. I wanted to be inbusiness, but I wanted to do it withthe weight of a successful companybehind me. Franchisees get access

to this amazing support network;I spend a lot of time with myFranchisee Consultant who knowsMcDonald’s inside out. I bounceideas off him and get his insights.

Also I like the feeling of beingconnected to a bigger company;it’s a very sociable way of runninga business.

What do you love most about

the job?

Developing people, definitely. I’mso enthusiastic about this businessand I’ve managed to surroundmyself with people who feel thesame. Many of the current managersin my restaurants began as CrewMembers. During my ten years asa Francisee, I’ve given them thetraining they’ve needed to growinto people who have the authorityand strength of character to runa business.

What’s the secret to running

a successful restaurant? You have to love what you dobecause there are no short cuts.

If customers come to the restaurantand get a warm welcome, quickservice and tasty, fresh food thenthey’ll come again. That’s how youbuild up a loyal customer base andultimately that’s what keeps youdoing good business.

“ You have tolove what youdo because thereare no short cuts.If customers cometo the restaurantand get a warmwelcome, quickservice and tasty,fresh food thenthey’ll come again.”

A f i a

F r a n c h i s e e

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CASE STUDY 2

TELL US ABOUT YOURSELFWhat does working at McDonald’smean to you? For me, it’s all about the amazing career

journey you can have here. I began asa part time Crew Member and afteruniversity my manager offered me a jobas a Second Assistant Manager; I’ve neverlooked back. I feel very proud to workhere, particularly as a woman. ThroughMcDonald’s I’m actively involvedin the Women’s Leadership DevelopmentProgramme; a group which supportswomen by providing training and advice tothose taking on senior roles. McDonald’sis a Company which takes equalopportunities very seriously and to methat’s an absolutely vital attribute foran employer to have.

What do you think you’ll be doing in

10 years’ time? I know I’ll be working at McDonald’s, but

beyond that I can’t be sure. At McDonald’syou’ll never find yourself in a role you’veoutgrown. I think if you make yourdecisions based on the opportunitiesthat genuinely excite you then you’ll doa much better job and be more fulfiledas a result.

Tell us something about yourselfthat few people know? If I wasn’t doing this I’d love to be acriminologist; I’ve even got a BSC inSocial Research.

McDONALD’S &LONDON 2012

How are the plans for the Olympic Parkrestaurants taking shape?

Pretty nicely, we’re ahead of time! I ’mthinking about the preparation in twostages; planning and activation. Planningis about getting the details right so that

customers have a good time visiting therestaurants, and activation is what we’ll bedoing in June when we bring all the plansto life. It’s one of the largest restaurantprojects the business has ever seen. We’reexpecting to serve about 1.75 million

meals over the 29 days of the Olympicand Paralympic Games, which is prettyamazing. There will be four McDonald’srestaurants in the Olympic Park. One ofthem will span two floors and have ourbroadest menu range ever.

How is the design different to normal? In many ways it’s business as usual, wealways try and design our restaurants sothat they fit really nicely into theirsurroundings and meet the needs of thecommunity. The Games takes that principleto a grand scale: we’re designing ourrestaurants to be a space in the OlympicPark that spectators really want to visit. Andthere are some special touches of course,the buildings will be sustainable and thematerials will be recycled after the Games.

What moment are you most lookingforward to?

Oh wow, there are so many. But it will beamazing to see our Olympic ChampionCrew and Olympic Management Teamshowcasing the talent of our workforce.They’ll be making it all happen; I can’twait to see them enjoying the experienceof a lifetime at the Games.

What do you want the experienceof eating in one of the McDonald’s

restaurants in the Olympic Park

to be like? I want every customer to experienceabsolutely top notch service. There isn’tany room for error. We’ve been planningfor nearly three years; it’s got to be brilliant.I’ve got total faith that we’ll bowl people

over, great customer service is in theCompany’s DNA.

Leah has worked for McDonald’s for15 years; her current role is McDonald’sOlympic Park Operations Manager WE’RE EXPECTING

TO SERVE ABOUT

1.75 MILLION

MEALSOVER THE 29 DAYS OF THE OLYMPIC AND PARALYMPIC GAMES

L e a h

M c D o n a l d ’ s O l y m p i c P a r k

O p e r a t i o n s M a n a g e r

M c D

O N A L D ’ S O L Y

M P I C P A R K

O P E R A T

I O N S

M A N A G E R

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CASE STUDY 3

TELL US ABOUT YOURSELF

What does working at McDonald’smean to you?

I love that it’s a completely progressiveCompany and I get to be involved with that.I’m proud of the way we’re trying out lotsof new products on our menus (and ofcourse everybody’s favourites are stillthere). We’re also using technology tosupport the business and giving ourrestaurants a whole new look.

What do you think you’ll be doing in

10 years’ time?

I’ll be at McDonald’s and I hope to fulfilmy potential. I’ve had such a varied careerwith my previous job allowing me to workwithin the European team. It was the kindof opportunity that comes once in a lifetime.I had a fantastic time travelling to different

markets and gaining an understanding ofhow diverse McDonald’s is.

Tell us something about yourselfthat few people know? I played semi-professional football for afew years alongside my job at McDonald’s.The business was very flexible andallowed me to fit my work around trainingand matches. When I decided to pursuea career in McDonald’s, they gave meevery opportunity I needed to succeed.

McDONALD’S & PLANSFOR THE FUTURETell us about your role? Well, it’s a new one which has beenre-introduced to help restaurants put into

practice some of the new initiatives whichyou might have seen in your localrestaurant. I work with people from acrossthe business; including Executives,

Consultants, Head Office departments and,of course, the restaurant teams. I createstrategies to help restaurants get to that

great moment of t ruth, like when customersfirst taste a new product or notice we’reopen later.

What new initiatives are you working

to introduce? At the moment it is all about the overnightbusiness, hospitality and the make-overwe’re giving our restaurants.

Where did the ideas for those initiativescome from? The ideas come from listening to ourcustomers and employees. I spend a l argeamount of my time in restaurants whichmeans I can understand first-hand whatthe actual needs of the restaurants are.

What’s the main advantage of

restaurants embracing new initiatives?

It is important that McDonald’s remainsrelevant and our customers know theycan always depend on us. Our changesare to make the restaurants even moreappealing and accessible; when lots ofdifferent types of people enjoy eating inyour restaurant, that’s always going tobe good for business.

Steve has worked at McDonald’s for 17 years:his current role is Sales Enablers Manager,helping to introduce new initiatives inMcDonald’s restaurants and making surethe existing ones run smoothly.

IT IS IMPORTANT THAT McDONALD’S

REMAINS RELEVANT,

AND OUR CUSTOMERS

KNOW THEY CAN ALWAYS

DEPEND ON US

S t e v e

S a l e s E n a b l e r s M a n a g e r

S A

L E S E N

A B L E R S

M

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T R A I N I N G

A N D

E D U C A T I O

N

CASE STUDIES 4 AND 5

TELL US ABOUT YOURSELFWhat does working at McDonald’s

mean to you?

I love how the Company continuallychallenges and pushes you. They’re alwaystaking you out of your comfort zone andthat’s so important if you’re going todevelop professionally. I recently movedfrom a Business Manager role to a twoyear secondment in Head Office, it was anenormous challenge but it’s opened my eyesto the wider business and I’m learning so much.

What’s been your proudest moment so far? When I was working as a Business ManagerI was given the Employer of Excellenceaward. The prize was a stay in the Companyvilla in Portugal with my family.

Tell us something about yourself

that few people know? My mum was a national athlete for Ghana,so I was very sporty when I was younger.

You name it, I did it: judo, swimming, tennis,athletics, a bit of everything really.

TRAINING AT McDONALD’SWhat kind of training do peopleget at McDonald’s? There are a couple of different ways that wetrain people; we provide formal c ourses andwe empower restaurant teams to teacheach other on the j ob. Training happensevery day in our restaurants and i t’s oftenprovided by employees themselves. Mydepartment shapes and supplements thattraining. We conduct lessons in restaurants,as well as teaching in the classroom; we

have a great training facility in our Head Office.The opportunity to take a break from yourday job is great for managers; it gets themto think in a more focused and analytical

way about the decisions they make every day.

How do you make sure you’redelivering an engaging course? It always needs to be very interactive.

You’re talking to people who thrive in a busyenergetic atmosphere; they’ll get bored ifthey’re just sitting still in a lecture theatre.I often ask my students to work in teamsto come up with solutions to a problem.Then I arm them with a flipchart and theypresent back to the rest of the group.People generally leave feeling much moreconfident about communicating their ideas.

What makes someone right for a role in

the McDonald’s Training Department?

It takes all sorts. But what everyone has incommon is that, although we’re based in anoffice, we’re totally connected to the reality

of what goes on in a restaurant. Progressat McDonald’s is fast-paced and you haveto embrace that to stay relevant andinteresting as a trainer.

What makes training at McDonald’sspecial?

At McDonald’s it’s never been a case ofdeveloping a format and sticking with it,instead we listen to what our employeestell us about the kind of training they want.Ultimately this means that the training youget with us is highly targeted, it’s alwaysgoing to be 100% relevant to the job andgenuinely developing your skills and potential.

TELL US ABOUT YOURSELFWhat does working at McDonald’s

mean to you?

I think the biggest thing is opportunity. I havehad so much opportunity through my job andseen so many others really make a differenceto their lives t hrough McDonald’s.

Tell us something about yourself

that few people know? I was a performer at the 2000 SydneyOlympics. I used to dance so we went outthere with our dance troop to perform. It wasamazing. We did loads of tours actuall y, weeven went to Euro Disney, but the SydneyOlympics was definitely the big one.

What do you think you’ll be doingin 10 years’ time? I’ll still be with the Company. McDonald’s isbrilliant at identifying people’s strengths andthinking, “Right, that person would be greatin this role”.

EDUCATION ATMcDONALD’SHow do education and training

work together? The key thing is that training has alwaysbeen there. Our founder was talking about theimportance of training way back in the 1950s.The education team take those robust trainingprogrammes and embed the qualifications,showing the wider world how muchknowledge and skill our employees haveaccumulated through their training.

How old is the Education Department

in McDonald’s? It was created in 2006; I was the originalmember actually! When it started I was there

to deliver stand-alone qualifications in Mathsand English. But we quickly saw that we hadsomething really innovative which ouremployees loved. We thought, “We’ve got agreat training programme, let’s take this tothe next level and enhance it with work-basedqualifications”. The ability to deliverqualifications online and on the floor weremassive developments because equality ofopportunity is a core value of McDonald’s;we don’t want to do great things in just onerestaurant, we want them to be availableto everybody.

What’s the most popular qualification

that McDonald’s offers? The Apprenticeship is the biggest by far;we’ve had over 10,000 people complete italready and there are currently a further 7,500studying for one. I can remember when wetook our first ten Apprentices out to Prague forour Annual General Meeting. Suddenly therewas a real buzz in the wider Company aboutthe qualification. We thought, “Wow, this isgoing to be really big!”

How did the 2010 Ofsted inspection go? We were awarded a Grade 2, Good, whichwe were really pleased with. It was greatto get that endorsement. They praised ourprogression route which is something thathas been central to McDonald’s for so longwe’ve almost forgotten how unique it is.

How is McDonald’s leading theway in the hospitality sector with

its education programme?

There are lots of companies creating

education programmes, which is great.What’s unique about McDonald’s is the scale.We’ve gone for a completely embedded modelof education which fits into our day-to-dayworking environment. Any employee fromanywhere in the UK can study for aqualification with us.

Training will always be a huge part of what we doat McDonald’s; we see it as everyone’s job, everyday. So it made perfect sense for us to build onour tried and tested training programmes, withnationally recognised qualifications. These haveproven to be a runaway success, helping boostour people’s confidence, build their skills andenhance their careers.

Across the UK our employees are working towards gaining qualifications. For some of themit’s the first qualification they’ll be awarded but, thanks to the variety of qualifications weoffer, it’s often not the last. Our qualifications now range from Adult Certificates in Literacyand Numeracy, through to a Foundation Degree in Managing Business Operations.

Here we shine the spotlight on two women providing our employees with everything they needto expand their options and develop their careers.

Liz has worked at McDonald’s for 14 years and iscurrently an Operations Training Officer.

Louise has worked at McDonald’s for 13 years and is currentlyan Education Officer.

L i z

O p e r a t i o n s T r a i n i n g O f f i c e r

L o u i s e

E d u c a t i o n O f f i c e r

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So far you’ve seen how ourexcellent training makesworking with us worth muchmore than just a pay-cheque.But that’s not all we meanwhen we say McDonald’sgives its people more. Thispage is dedicated to all thegreat benefits and unusual

perks that working life atMcDonald’s has to offer.

PASSIONATE ABOUTFOOTBALLEveryone who works with usquickly discovers how much welove the beautiful game. We’rea Community Partner of all fourUK Football Associations; acommitment which sees usprovide support to over 6,000grassroots football clubs and20,000 coaches across the UK.

Every year we invite employeesfrom restaurants and officesacross the country to lace up theirboots and enter the McDonald’sCup. This is an FA Cup stylefive-a-side knockout competition,open to men and women. Lastyear over 600 teams battled it outat local grounds and over 4,000employees gave their best gamefor a chance to play in the final atWembley Stadium.

We’re proud of the UK’s grassroots

football culture and we want asmany people to be involved aspossible. Which is why we provideall our employees with theopportunity to gain their first FAcoaching badge for free under ourFootball Coaching Programme.

WELLBEINGFor some people working atMcDonald’s is a full time career,while for others it’s a role whichthey need to fit around othercommitments like studying at unior bringing up children. We believe100% in flexible working, so weoffer career opportunities thatenable our people to work eitherfull or part time. This means that a

job at McDonald’s will never get inthe way of other important thingsin your life, we fit around you, notvice versa.

We think that people work bestwhen they’re properly supported,which is where the other aspectsof our Wellbeing Programme comein. Through it our employees getperks like a free meal allowanceand discounts from popular highstreet retailers.

We also offer help and adviceon loads of relevant issues fromnutrition to personal finance.

We send our restaurants freecricket and footy kits. Somerestaurants use them to chill outwith a casual game in the park,while others get themselves matchready for the McDonald’s Cup.

ONLINE COMMUNITYEveryone who works forMcDonald’s has access toourlounge.co.uk. It’s a brilliant sitefor those looking to develop theircareer as it’s full of handy adviceon subjects like CV writing andnew restaurant initiatives. It’s alsowhere you go to complete worktowards many of the nationallyrecognised qualificationsMcDonald’s offers. There’s a socialside to the website too; it connectsyou to the wider UK McDonald’scommunity by giving you a chanceto publish your own articles andreviews, browse pieces written bycrew from around the country,comment on forums and vote inpolls. Plus there’s lots of contentto keep you entertained, includingcompetitions, quizzes, and insiderexclusives on our new productsand advertising campaigns.

And of course there’s ourinvolvement with the greatestsporting event ever to come toBritain, turn over for our specialLondon 2012 pages.

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PEOPLE At the heart of the Olympic Gamesare up to 70,000 volunteers,whose work will make sure thatthe London 2012 Olympic andParalympic Games goes downin history as a truly brilliant event.We’ve helped to recruit thesevolunteers and now we’rehelping to train them, puttingour experience of training ourown 87,500-strong workforceto good use.

We’re also giving our employeesa chance to experience theGames by coming to London towork in one of our London 2012restaurants. These employees willcome from all over the UK andwill be chosen on the basis of theirskills, passion and commitment.

RESTAURANTS Our restaurants in the Olympic Parkwill be the busiest in the world andstaffed by talented employeeschosen from all over the country.They’ll be working in four speciallydesigned and built restaurants;two serving visitors, one in themedia centre and one, excitingly,in the Athletes’ Village. Makingsure the interiors are breath-taking is acclaimed designerPhilippe Avanzi. They’ll also all beconstructed in an environmentallyfriendly way and parts of them willbe re-used after the Games.

FOODThe amount of food we’ll beproviding during the Games willbe truly staggering; the organisingcommittee of the Games (LOCOG)have even described it as the‘largest catering operation inpeacetime history’. In all fourMcDonald’s restaurants in theOlympic Park, we’ll be serving upour high quality food made withgreat ingredients sourced fromBritish and Irish farms whereverpossible.

LEGACY But it’s not just about one greatsporting event; everyone involvedin the Games wants to do thingsthat have a long term positiveimpact on the UK and McDonald’sis no exception. We’ll be launchinga new uniform to honour theGames which will then beintroduced across the country.This new uniform will not onlymake our crew look great, itsenvironmental credentials will alsomean it does its bit for the planet.

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McDonald’s is playing a huge partin helping to attract, select andtrain up to 70,000 volunteers whowill be making London 2012 runsmoothly. It’s no surprise that theapplications for volunteer positions

at the Games far exceeded thenumber of places; a real testamentto the UK’s sense of pride andoccasion. Among the people whohave been chosen to volunteerat the Games is McDonald’semployee Carolina.

“There’s been a real sense of

excitement at McDonald’s sincethe partnership with the Games

was announced. Actually it was

on the McDonald’s employeewebsite, ourlounge.co.uk, that

I first heard about opportunities

to volunteer at London 2012.It was this amazing chance to

be part of something historic

and I wasn’t going to let itpass me by.

I remember walking into my

volunteer interview and seeingthis big McDonald’s poster

and instantly feeling confident.

It’s a boost to know I belong

to a Company that’s playing

such a big part in supportingthe Games.

Lots of the skills I’ll be using

as a Games Maker are ones

I picked up at McDonald’s.I’m used to managing up to

40 people on a busy shift so

I’m pretty confident I’ll be agood London 2012 Team Leader.

If you’re coming to London for

the Games I’ll be there to makesure you have a brilliant time.”

McDonald’s will have fourrestaurants in the Olympic Parkand we want everyone who visitsthem to have an exceptionalexperience. That’s why we’ve beensearching across all of our 1,200

restaurants to find seriouslytalented employees to work inthem. The Olympic Champion Crewhave been put through their pacesat selection events nationwide tosee if they’ve got what it takes tomake McDonald’s at London 2012truly great. Paige is one of ourOlympic Champion Crew.

“I think I was chosen as one

of our restaurant’s OlympicChampion Crew because I’m

upbeat and really love my job.

I’m sort of a mother to crew;whenever things get a bit busy

I make an effort to be chatty to

keep everyone feeling relaxed.

All the Olympic Champion Crew

went to a special selection eventwhere we were tested on our

skills. I won’t pretend I didn’t

practise lots for it; it’s a once ina lifetime opportunity and I put

my absolute all into it.

Working in my restaurant helpedprepare me; we had to do a

practice shift on the selection

day and it was just like being atwork, with the same buzz.

I met lots of new people on theday; it doesn’t matter whichrestaurant you come from,

everyone is so friendly. Working

with so many different people atthe Games will be amazing.

When I found out I’d got throughI was just so excited. At times

our restaurant gets so busy

it’s almost like a mini Olympicrestaurant, so I feel well

prepared. At the Games I’ll be

focusing on the same things

I do in my restaurant; beingalert and making sure that

every customer gets a smile.

To serve people from all over

the world will be brilliant. The

Games will be one of the mostmemorable events of the decade

and I’m going to be part of it,

I couldn’t ask for more.”

McDONALD’SAT LONDON 2012

“I’m used to managing upto 40 people on a busy shiftso I’m pretty confident I’llbe a good London 2012 Team

Leader. If you’re coming toLondon for the Games I’llbe there to make sure youhave a brilliant time.”

“To serve people from all over theworld will be brilliant and I’ll feel

very proud to say I worked atLondon 2012.”

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CarolinaGames Maker

PaigeOlympic Champion Crew

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RESTAURANTPROFILE

“When we first opened withthe new design you could seepeople’s jaws dropping; I feel

very proud to work here. Thefact that it runs so well showswhat a strong team we are.We have unconditional respectfor each other.”Lucy, Second Assistant Manager

“This is the perfect restaurant to

bring kids to. We’ve got a greatplay area and I make sure thatthe party room always looksspecial. I love chatting to the

young customers and showingthem how to use the iPads.”Mina, Customer Care Assistant

“Customers say it’sfuturistic, like something outof Star Wars. I like seeinghow impressed they are.”Jay, Crew Member

“The self-service element can bea challenge for us because it’sso different to how things workin other restaurants. But I reallylike it because of that; it makesour restaurant special.” Sarah, Crew Member

In the heart of Milton Keynes one restaurant hasboldly gone where no McDonald’s has before. Sixmonths ago the restaurant underwent a makeoverwith a difference as iPads, video screens and aninteractive table were brought in to the diningarea. But this restaurant doesn’t just look different;it works a little differently too. Customers can optto order from a self-service area and get their foodmade to order. Here’s what the restaurant team hadto say about their restaurant.

G L A S G O W

RESTAURANTPROFILE

“I volunteered to take part in agiant litter pick with four otherMcDonald’s restaurants recently.It was chilly but it was a goodlaugh. I like working herebecause I feel like the managerstake our duty to the localcommunity really seriously.”Sheree, Crew Member

“I love the culture of flexibility inthis restaurant. You get so manyopportunities and the fact that

we’re open late gives everyonea great pick of shifts.”Harjinder, Crew Trainer

“Working here in this fast-pacedenvironment has brought meout of my shell, it also helps thatwe’ve got great customers whopraise you.”Tammy, Crew Member

“I came in to train the new teamwhen the restaurant opened andI’ve never looked back. I lov

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