Max’s ExpressTeam 5
Ashley Bryan, Gloria Chen, Matthew Haver, Janily Jones, Kenneth Kidwell, John Nelomes
MGMT 341: Human Resource Management
Offers traditional, family style dining.
Takes pride in serving American-style comfort food.
Known for high-energy, friendly service.
Looking to expand…
Max’s Restaurant
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 Same quality, American style comfort food. Same energetic and friendly service.
Welcome to Max’s Express!
Our Customers
Our Employees
Our Community
Our Food and Services
Business Ethics and Corporate Social Responsibility
Max’s Express Values:
Max’s Express will give back to the community they so greatly appreciate being a part of in the following ways:
Host Food Drives Establish a “Make a Difference” Program Institute a “Befriend the Environment
Program” Sponsor a Local Little League Team
Max’s Express – Giving Back
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.
Equality and Diversity
Part I: Method of Oversight ◦ Form a Diversity Committee
Part II: Hiring Process◦ Equal Opportunity Employer
Part III: Training◦ Educate through initial training, yearly training and
annual diversity summits Part IV: Equal Pay
◦ Equality of access to promotion and pay Part V: Creating an Accommodating
Environment◦ Suitable environment for all customers and employees
Equality and Diversity Policy
Part VI: Grievances and Harassment◦ Anti-Harassment and Bullying Policy
Part VII: Cultural Events◦ Monthly heritage commemorations
Part VIII: Community Outreach ◦ Support and invest in local and national
organizations Part IX: Maintaining
◦ Ensure policies, lines of communications and procedures are up-to-date and effective
Equality and Diversity Policy (cont.)
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
Max’s Express Code of Conduct
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
Max’s Express Code of Conduct
1. A verbal warning2. A first written warning3. A second written warning4. Suspension5. Termination
Disciplinary Action Process
1. Address the issue with your immediate supervisor.
2. All complaints will be written down by supervisor and filed.
3. The supervisor will address the issue if possible.
4. Any major problems will be brought to the general manager to solve.
5. A hotline number to Max’s Corporations HR department for any issues that cannot be brought to an employees supervisor
Complaint Resolution Process
Dates of Operation: Monday-Sunday◦ Hours of Operation: 6 a.m. to 11 p.m.
Total of 280 hours for each shift per week, per person◦ Total of 14 non-salaried and 2 salaried employees
Positions available:◦ 3 Dishwashers◦ 6 Prep Cooks◦ 3 Order Takers◦ 2 Supervisors◦ 1 Manager◦ 1General Manager
Job Design
Job Design (Continued)
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
Job Design (cont.)
Recruitment strategies must be low-cost but highly effective. These will include the following:
“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
Recruitment
Recruitment (cont.)
University Advertisements
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
Recruitment (cont.)
Recruitment (cont.)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:
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
Employee Selection Process
Preliminary Phone Interview Questions:
1. Why are you interested in joining the Max’s Express Team?
2. Do you have a reliable form of transportation?
3. What date would you be available to start?
Employee Selection Process (cont.)
Face-to-Face Manager to Hourly Job Candidate Interview:
1. What prior job experience do you have that relates to the customer service and/or restaurant industry?
2. Please describe to me your favorite item on our menu.3. How would you interest a customer in purchasing a beer with
his/her burger?4. What makes you a good fit for Max’s Express?5. What is the biggest asset that you will provide for our team? What
motivates you to want the job at Max’s?6. Please tell me about a disagreement you had with a coworker
and/or customer and how you worked to resolve it. 7. What days/hours are you free to work?8. Do you consider yourself a team player?
Please elaborate.9. Why should we hire you?
Employee Selection Process (cont.)
Face-to-Face Manager to Supervisor Candidate Interview:
1. Describe your supervisory experience.2. What do you believe is the most difficult part of being a supervisor?3. What were the five most significant accomplishments in your last assignment?4. 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?
5. 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?
6. 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?
7. What do you consider your biggest weaknesses?8. What do you consider your biggest strengths?9. If you took the job what would you hope accomplish in the first year?10. What makes you a good fit for Max’s Express?
Employee Selection Process (cont.)
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
Training and Development
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
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
Performance Management and Appraisal
We will evaluate an employee’s performance using a numerical rating system. The scores of a numerical rating system typically have the following values: 1 Unsatisfactory 2 Needs improvement 3 Meets job requirements 4 Exceeds job requirements 5 Outstanding
The evaluated categories will be overall communication, cooperation and dependability.
Performance Rating Method
The following are potential critical incidents of an Order Taker: ◦ Ability to handle customer orders◦ Customer service◦ Being a team leader◦ Behavior and attitude
Critical Incidents for Order Takers
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: 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.
Labor Markets
1. General Manager2. Restaurant Manager3. Shift Supervisors4. Cooks/Order Takers5. Dishwashers
Ranking Method of Job Evaluation
General Manager - $50,000 a year Restaurant Manager - $35,000 a year Shift Supervisor - $15 hourly Cooks/Order Takers - $12 hourly Dishwashers - $9 hourly
Employee Compensation
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
Benefits Package
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)
Benefits Package (cont.)
Retirement Short Term Disability Insurance Supplemental Health Benefits
◦ Dental, Vision and Prescription Drugs Tuition Reimbursement Voluntary Benefits Program
◦ Optional Life Insurance◦ Dependent Term Life Insurance◦ Disability Insurance
Benefits Package (cont.)
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
Benefits Package (cont.)
Steps to Keep Max’s Express Union-Free:
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
Keeping Max’s Union-Free
Identify Critical Supervisory Personnel
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
Staying Union-Free (cont.)
Proper Training
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
Management coaching on rewarding jobs well-done
Staying Union-Free (cont.)
Review and Revise Policy
Policies must be:◦ Clearly defined◦ Consistently enforced
Critical to◦ Productivity◦ Safety◦ Customer relations
Staying Union-Free (cont.)
Survey Employees
Conduct confidential interviews with supervisors periodically◦ Helps to identify employee grievances◦ Gives employees a voice
Promotes trust
Staying Union-Free (cont.)
Seek Compensation and Benefits Parity
Pay competitive wages Provide comparable benefits Conduct periodic wage and benefit surveys
Staying Union-Free (cont.)
Maintain an Aggressive Dispute Resolution System
Resolve grievances promptly and effectively Peer reviews Employee hotlines Implement formal grievance procedures
Staying Union-Free (cont.)
Grievances w/ Employee/Manager/Staff1. Documentation of grievance2. Address issue immediately3. Meeting and resolution4. Meeting with employee and manager/supervisor
Grievance w/ Customer◦ Manager will coach employee on conflict resolution
Grievance w/ Work Process1. Discuss with employee and other team members2. Brainstorm session3. Implement improvements
Staying Union-Free (cont.)
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!
Conclusion
Top Related