Max’s Restaurant:Max’s Restaurant:Corporate Corporate

ResponsibilityResponsibility

The Human Resource The Human Resource Manager’s GuideManager’s Guide

Core ValuesCore Values

• Customer Service ExcellenceCustomer Service Excellence::– We will meet every customer with the We will meet every customer with the

highest level service and quality.highest level service and quality.• TeamworkTeamwork::

– A diverse, teamwork-based work A diverse, teamwork-based work environment will yield the best possible environment will yield the best possible experience for everyone, including experience for everyone, including employees and customers.employees and customers.

• CommunicationCommunication: : Open communication with Open communication with customers as well as employees is essential to customers as well as employees is essential to the long term success of any business. the long term success of any business.

Core Values Cont.Core Values Cont.

• RespectRespect: : – We will strive to provide a productive We will strive to provide a productive

and respectful environment for all. and respectful environment for all. • DiversityDiversity: :

– We value, encourage, and recognize We value, encourage, and recognize diversity.diversity.

•     EnvironmentEnvironment: : – Max’s promotes continuous Max’s promotes continuous

improvement in reducing the carbon improvement in reducing the carbon footprint created by our organization. footprint created by our organization.

Community Relations and Community Relations and InvolvementInvolvement

• We strive to make a positive impact We strive to make a positive impact in the community that we serve. We in the community that we serve. We value the communities in which we value the communities in which we do business and are dedicated in do business and are dedicated in embracing our responsibility to embracing our responsibility to improve them. Through sponsorships improve them. Through sponsorships and donations we would be able to and donations we would be able to fulfill our social responsibility while fulfill our social responsibility while gaining familiarity and publicity. gaining familiarity and publicity.

Diversity MissionDiversity Mission

As an organization, Max’s strives for As an organization, Max’s strives for excellence. We understand that excellence excellence. We understand that excellence cannot be achieved without a creative, cannot be achieved without a creative, diverse work staff. We are located across diverse work staff. We are located across three different states and appreciate the three different states and appreciate the ideas brought forth from our diverse ideas brought forth from our diverse culture at Max’s. This culture will allow culture at Max’s. This culture will allow Max’s to move forward as we strive for Max’s to move forward as we strive for continual improvement through a creative, continual improvement through a creative, diverse, and dynamic workforce. The diverse, and dynamic workforce. The following slides discuss our tactics for following slides discuss our tactics for achieving this goal. achieving this goal.

Incorporating DiversityIncorporating Diversity

• When determining a plan for incorporating When determining a plan for incorporating diversity related to recruitment Max’s will diversity related to recruitment Max’s will consider the type of community we are in and then consider the type of community we are in and then reach out to those demographics around us.  reach out to those demographics around us. 

• Hiring practices will be race, color, gender, Hiring practices will be race, color, gender, religion, national origin, and sexual orientation religion, national origin, and sexual orientation neutral. neutral.

• Comprehensive diversity training to all employees Comprehensive diversity training to all employees when hired due to high turn over rate.  Refresher when hired due to high turn over rate.  Refresher once a year. once a year.

• Accommodating to religious holidays and Accommodating to religious holidays and practices, to include certain apparel options and practices, to include certain apparel options and holidays. holidays.

Incorporating Diversity Incorporating Diversity Cont.Cont.

• Max’s will hire state approved disabled people, Max’s will hire state approved disabled people, (states provide half salary while Max's will (states provide half salary while Max's will provide remainder).provide remainder).

• Max’s will provide training associated with Max’s will provide training associated with generational gaps to improve working generational gaps to improve working relationships within these different age groups. relationships within these different age groups.

• Develop, implement, and enforce anti-Develop, implement, and enforce anti-harassment & anti-discrimination polices.   harassment & anti-discrimination polices.  

• Workforce will be diverse throughout all levels Workforce will be diverse throughout all levels of organization, with each its own target (top of organization, with each its own target (top management down to shift workers. management down to shift workers.

Internal Employee Internal Employee RelationsRelations

The goal at Max's restaurant is to provide a The goal at Max's restaurant is to provide a work environment that is respectful to both work environment that is respectful to both the employer as well as the employees. All the employer as well as the employees. All employees are expected to comply with the employees are expected to comply with the Company's Code of Conduct. Based on the Company's Code of Conduct. Based on the infraction and noncompliance, different infraction and noncompliance, different levels of disciplinary action will be used for levels of disciplinary action will be used for different situations. There will be a different situations. There will be a progression of action based upon the level progression of action based upon the level of misconduct. of misconduct.

Company Standards of Company Standards of Behavior and PerformanceBehavior and Performance

• Attendance: All employees must be on time Attendance: All employees must be on time and present for all work related functions.and present for all work related functions.

• Max's is a drug-free work environment Max's is a drug-free work environment which includes, but is not limited to, arriving which includes, but is not limited to, arriving to work under the influence of legal to work under the influence of legal substances.substances.

• Dress code has been defined for safety and Dress code has been defined for safety and to provide an appropriate atmosphere.to provide an appropriate atmosphere.

• Theft will not be tolerated.Theft will not be tolerated.• Employees and Managers will conduct Employees and Managers will conduct

themselves in a professional and appropriate themselves in a professional and appropriate manner while within or around the manner while within or around the restaurant. restaurant.

Disciplinary ProcessDisciplinary Process• 1. 1. One-to-one councilOne-to-one council: This gives Supervisors : This gives Supervisors

an opportunity to inform an employee that they an opportunity to inform an employee that they are not meeting company standards.are not meeting company standards.

• 2. 2. Verbal Warning (documented):Verbal Warning (documented): Employees Employees will be informed, and given a chance to improve will be informed, and given a chance to improve when performance, conduct, or attitude fall when performance, conduct, or attitude fall below the acceptable level. All verbal warnings below the acceptable level. All verbal warnings will be documented to provide a pattern of will be documented to provide a pattern of habitual behavior.habitual behavior.

• 3. 3. Written WarningWritten Warning- Failure to improve once a - Failure to improve once a verbal warning has been issued will result in a verbal warning has been issued will result in a written warning. At this point, supervisor will written warning. At this point, supervisor will also give an expected path for improvement.also give an expected path for improvement.

Disciplinary Process Disciplinary Process ContinuedContinued

• 4. 4. Suspension w/o paySuspension w/o pay (final warning (final warning about a given behavior).about a given behavior).

• 5. 5. Termination:Termination: This is the last step in This is the last step in the disciplinary ladder when the disciplinary ladder when performance, conduct, or attitude does performance, conduct, or attitude does not improve.  Not every step must be not improve.  Not every step must be utilized. There may be actions to utilized. There may be actions to warrant immediate termination based warrant immediate termination based on the severity of the action. This could on the severity of the action. This could include, but is not limited to, include, but is not limited to, termination.termination.

Grievance or Complaint Grievance or Complaint ProcedureProcedure

• 1. Informal- dealt with at the lowest level 1. Informal- dealt with at the lowest level by approaching your immediate supervisor.by approaching your immediate supervisor.– This can be done verbally or in writing.This can be done verbally or in writing.– Staff meetings can be held to discuss Staff meetings can be held to discuss

concerns.concerns.– Animosity box will be placed within the Animosity box will be placed within the

workplace.workplace.

• 2. Formal-informal complaint is not 2. Formal-informal complaint is not necessarily a prior action.necessarily a prior action.– The grievance must be in writing.The grievance must be in writing.

Recruitment Initiative Recruitment Initiative

Max’s seeks to recruit the most Max’s seeks to recruit the most qualified candidates for openings as qualified candidates for openings as they become available. It is our mission they become available. It is our mission to perform this function in an ethical, to perform this function in an ethical, cost effective manner while targeting cost effective manner while targeting the desired labor market. Our the desired labor market. Our organization takes pride in the organization takes pride in the recruitment process as it revolves recruitment process as it revolves around an opportunity to further around an opportunity to further branding initiatives. branding initiatives.

Employee Selection Employee Selection ProcessProcess

• Determine Job ResponsibilitiesDetermine Job Responsibilities-in this step -in this step we will determine the skills and/of we will determine the skills and/of responsibilities that we expect out of a certain responsibilities that we expect out of a certain job job

• RecruitRecruit-Use methods described in Less 6 -Use methods described in Less 6 • Receive and Review ApplicationsReceive and Review Applications--

applications will be processed and phone applications will be processed and phone interviews given to those that are being interviews given to those that are being considered considered

• Hold InterviewsHold Interviews-one on one interviews will -one on one interviews will be preformed at which point we will ask a list be preformed at which point we will ask a list of questions based off the position of questions based off the position

Employee Selection Process Employee Selection Process Cont.Cont.

• Selection of ApplicantsSelection of Applicants-select -select applicants that would best represent applicants that would best represent Max's Max's

• Background and Reference checkBackground and Reference check--employment/criminal history employment/criminal history verification verification

• HireHire-offer job -offer job • Orientation and TrainOrientation and Train-provide all -provide all

tools needed to succeed at Max's tools needed to succeed at Max's

Performance Performance ExpectationsExpectations

• Order Takers:Order Takers:– Expectations:Expectations:

• Order take must know the entire menu. Order take must know the entire menu. • Order takers are responsible for maintaining Order takers are responsible for maintaining

clean and neat work stations. clean and neat work stations. • Order takers must posses strong interpersonal Order takers must posses strong interpersonal

skills. skills. • Order takers must strive to build relationships Order takers must strive to build relationships

with Max's customers. with Max's customers. • All order takers (barring allergies and/or for All order takers (barring allergies and/or for

religious purposes) must sample all menu items religious purposes) must sample all menu items prior to beginning the normal functions of the prior to beginning the normal functions of the job.   job.  

Performance Performance Expectations Cont.Expectations Cont.

• Order TakersOrder Takers– Duties:Duties:

• Take order Take order • Present price and accurately take tender. Present price and accurately take tender. • Deliver order to appropriate staff function. Deliver order to appropriate staff function. • Confirm customer satisfaction and rectify all Confirm customer satisfaction and rectify all

order and delivery mistakes. order and delivery mistakes. • Provide suggestions for possible up-sales and Provide suggestions for possible up-sales and

answer (or find the answer) all questions answer (or find the answer) all questions regarding the menu and recommendations.   regarding the menu and recommendations.  

OrientationOrientation

• Orientation will consist of the Orientation will consist of the following items:following items:– Mission Mission – Code of Conduct Code of Conduct – Meet the team and introduction. Meet the team and introduction. – Classroom time to review menu and Classroom time to review menu and

discuss potential product up-sales. discuss potential product up-sales. – Menu and beverage tasting.Menu and beverage tasting.– Role playing and case studies.Role playing and case studies.– Continuous Learning.Continuous Learning.

Key Performance Key Performance IndicatorsIndicators

• Prep Cooks:Prep Cooks:– Order turn-over time Order turn-over time – Order Accuracy Order Accuracy – Work Station Cleanliness and Safety Work Station Cleanliness and Safety

• Supervisors:Supervisors:– Employee Attendance Employee Attendance – Employee Continuous Training Events Employee Continuous Training Events – Overall Cost Reduction Overall Cost Reduction

General Manager General Manager RequirementsRequirements

• In hiring for the General Manager position In hiring for the General Manager position the geographic area/region that our the geographic area/region that our company would be recruiting from would company would be recruiting from would be regional based on the location of the be regional based on the location of the restaurant and nearby areas.  Applicants restaurant and nearby areas.  Applicants from the region would need to posses from the region would need to posses certain  qualifications including previous certain  qualifications including previous experience and particular skill sets.  These experience and particular skill sets.  These can be provided through education or can be provided through education or experience  derived from OJT so long as experience  derived from OJT so long as the experience is relevant to the position.the experience is relevant to the position.

General Manager General Manager Requirements Cont.Requirements Cont.

• General Requirements would include:General Requirements would include:– BA/BS in Business, Hospitality, or BA/BS in Business, Hospitality, or

equivalent; or 4 years of relevant equivalent; or 4 years of relevant managerial experience. managerial experience.

– Demonstrated Leadership Qualities.Demonstrated Leadership Qualities.– Solid Interpersonal Skills.Solid Interpersonal Skills.– Ability to Represent Max’s professionally Ability to Represent Max’s professionally

on all levels and in any occasion. on all levels and in any occasion.

CompensationCompensation

• All Employees:All Employees:– Social Security Social Security – Unemployment Compensation Unemployment Compensation – Workers’ Compensation Workers’ Compensation – Family and Medical Leave (FMLA) Family and Medical Leave (FMLA)

Compensation Cont.Compensation Cont.

• Part-time Employees:Part-time Employees:– Free Meal - Employee is entitled to one free Free Meal - Employee is entitled to one free

meal for every shift worked. meal for every shift worked. – Discounted Meal --10% off check when Discounted Meal --10% off check when

dining in restaurant during non-work hours. dining in restaurant during non-work hours. – Sick leave with pay. Sick leave with pay. – Bereavement time with 2 days pay. Bereavement time with 2 days pay. – Vacation Time (20+ hours/week) Vacation Time (20+ hours/week)

• 1 weeks paid vacation earned after 2 years 1 weeks paid vacation earned after 2 years worked worked

Compensation Cont.Compensation Cont.

• Full-time Employees and Full-time Employees and Supervisors:Supervisors:– Free Meal - Employee is entitled to one Free Meal - Employee is entitled to one

free meal for every shift worked. free meal for every shift worked. – Discounted Meal --10% off check when Discounted Meal --10% off check when

dining in restaurant during non-work dining in restaurant during non-work hours. hours.

– health care health care • optional PPO optional PPO • Effective Immediately. Effective Immediately.

Compensation Cont.Compensation Cont.

– Sick leave Sick leave – Bereavement time Bereavement time – Paid Time Off Paid Time Off

• after 90 days after 90 days • 1 day every 6 months 1 day every 6 months

– Vacation Time Vacation Time • 1 week paid vacation earned after every 6 1 week paid vacation earned after every 6

months worked months worked • can roll-overcan roll-over

Union Free WorkplaceUnion Free Workplace

• Excellent pay. Not only will we pay our salary Excellent pay. Not only will we pay our salary and hourly employees top wages, we will and hourly employees top wages, we will ensure that the order takers make a better ensure that the order takers make a better than living wage during slower shifts. than living wage during slower shifts.

• Excellent benefits. We will offer top notch Excellent benefits. We will offer top notch health insurance (for which the employer will health insurance (for which the employer will pay the majority of the premium) to all full-pay the majority of the premium) to all full-time employees. time employees.

• Educational Assistance. As stated above, we Educational Assistance. As stated above, we are a pillar in the community and seek to give are a pillar in the community and seek to give back to the area who provides Max's an back to the area who provides Max's an operations opportunity. operations opportunity.

Union Free WorkplaceUnion Free Workplace

• We will provide flexible working hours We will provide flexible working hours to accommodate the many different to accommodate the many different types of people employed at Max's. types of people employed at Max's.

• We will only hire and train professional We will only hire and train professional management who will treat all management who will treat all employees with respect at all times and employees with respect at all times and under all circumstances. This level of under all circumstances. This level of respect should be reciprocated to respect should be reciprocated to maintain the most optimal work maintain the most optimal work environment. environment.