Max’s RestaurantMax’s Restaurant

Team 3Team 3

Andrea GriffithAndrea Griffith

Todd marinoTodd marino

Anthony sciandraAnthony sciandra

JAnessa weaverJAnessa weaver

Statement of ValuesStatement of Values

Max's Restaurant is highly committed to our Max's Restaurant is highly committed to our customers, employees, and the community customers, employees, and the community and we are continually looking for ways to and we are continually looking for ways to provide an excellent work environment as provide an excellent work environment as well as ensuring our customers are given a well as ensuring our customers are given a superior dining experience.  We strive to superior dining experience.  We strive to provide the community with our Employee provide the community with our Employee Volunteer Program in order to share our Volunteer Program in order to share our value system with others, and ensuring we value system with others, and ensuring we continually show the highest level of respect continually show the highest level of respect and appreciation. and appreciation.

Managing Community Managing Community InvolvementInvolvement

Currently offering the Employee Currently offering the Employee Volunteer ProgramVolunteer Program

Fund RaisingFund Raising ““College Night” where a percentage of College Night” where a percentage of

the profits go to the local collegethe profits go to the local college Admission by “ticket only” breakfast Admission by “ticket only” breakfast

where the students are the servers and where the students are the servers and all profits benefit their program all profits benefit their program

Discount cardsDiscount cards

Diversity PlanDiversity Plan Our company finds it imperative to keep our workforce diverse and will Our company finds it imperative to keep our workforce diverse and will

utilize the following ideas in our Diversity Plan (including but not limited utilize the following ideas in our Diversity Plan (including but not limited to):to): When hiring employees, our company ensures equal employment When hiring employees, our company ensures equal employment

opportunities, which includes but is not limited to gender, race, opportunities, which includes but is not limited to gender, race, previous experience and education levels. We will ensure our previous experience and education levels. We will ensure our employees have worked in all different types of restaurants and employees have worked in all different types of restaurants and have many different levels of education.have many different levels of education.

Train all employees in diversity management as part of their Train all employees in diversity management as part of their orientation program. orientation program.

Our company will ensure the workplace fits our customer base, and Our company will ensure the workplace fits our customer base, and allocate changes as necessary. allocate changes as necessary.

Creating employment policies and practices that support the Creating employment policies and practices that support the company’s commitment to diversity career planning and counseling company’s commitment to diversity career planning and counseling systems, training and development strategies, performance systems, training and development strategies, performance potential, diverse career tracks with appropriate resources, and potential, diverse career tracks with appropriate resources, and leading-edge flexible-benefits packagesleading-edge flexible-benefits packages

Our company will integrate work-force diversity goals with all Our company will integrate work-force diversity goals with all organizational design activities, as well as create an organizational organizational design activities, as well as create an organizational structure to support the company’s commitment to diversity. structure to support the company’s commitment to diversity.

Performance reviews and reward systems will include a link to Performance reviews and reward systems will include a link to diversity goals, as well as providing employees with the skills diversity goals, as well as providing employees with the skills needed to perform in a culturally diverse environment. needed to perform in a culturally diverse environment.

Diversity EducationDiversity Education

In addition to these points, Max’s Restaurant will In addition to these points, Max’s Restaurant will provide an environment that supports all opinions and provide an environment that supports all opinions and ideas. In order to help implement this type of ideas. In order to help implement this type of environment, we are currently searching for an environment, we are currently searching for an appropriate diversity educator to help give us an appropriate diversity educator to help give us an overview of the many different ethnic holidays and overview of the many different ethnic holidays and monthly celebrations in order to make us all aware of monthly celebrations in order to make us all aware of how we can best support our employees and how we can best support our employees and community. In order for Max’s Restaurant to be community. In order for Max’s Restaurant to be successful we must surround ourselves with the successful we must surround ourselves with the knowledge to educate future employees as well as keep knowledge to educate future employees as well as keep up with the culture around us and immerse ourselves in up with the culture around us and immerse ourselves in community activities that can help keep our name in community activities that can help keep our name in people’s minds as well as making sure we are helping people’s minds as well as making sure we are helping the community by supporting all types of diversity.the community by supporting all types of diversity.

Disciplinary ActionsDisciplinary Actions At Max’s, we believe all employees should be treated fairly. All employees should

treat other employees as well as customer’s with the utmost respect. In order to ensure discipline for unacceptable behavior at Max’s, we will implement the following procedure for dealing with employee actions:

-Treat all employee complaints as legitimate complaints.

-Provide a relaxed and disturbance free area

-Tell the employee what the process will consist of

-Tell the employee to tell you what the issue is

- While this is happening ensure notes are being taken

- When they are done paraphrase your notes back to them, to make sure you have everything

- Ask them what they would like to be done about the complaint

- Tell them you will get back to them as soon as you can, you need to do some research on the issue

-Do your research to try and fix the problem, if it is a legitimate one.

-Get back to the individual with your fix to the problem.

- Ask them if this is acceptable, if not escort them to the next level in the Chain of Command.

-Brief the next level on the issue and what your solution was.

Disciplinary LevelsDisciplinary LevelsLevel OneLevel One

Excessive absences or lateness

Neglect or misuse of organization property

Unintentional violations

Excessive personal use of the telephone and/or email

Disruptive activity in the workplace

Failure to meet minimum standards

Actions: Verbal Warnings, written warnings depending on the severity

Level TwoLevel Two

Intentional violation of a rule

Conduct which disrupts business activity

Fighting or threatening violence in the workplace

Weapons on organization properties

Actions: Written Warnings, Meetings with supervisors and upper management, possible suspension depending on severity

Level ThreeLevel Three

Theft of organization property or that of employees

Insubordination or refusal to follow instructions

Intoxication (incl. illegal drugs) during working hours

Deliberate misuse of organization property

Deliberate injury to another person

Unauthorized release of confidential information

Actions: Suspension, Termination

Employees NeededEmployees Needed Hire an additional order taker, prep Hire an additional order taker, prep

cook, and dishwasher. cook, and dishwasher. Must plan for the possibilities of Must plan for the possibilities of

callouts and vacations where we’d callouts and vacations where we’d need additional employees.need additional employees.

New totals:New totals: 2 Dishwashers2 Dishwashers 3 Prep Cooks3 Prep Cooks 2 Order Takers2 Order Takers 1 Supervisor1 Supervisor

Fluctuating RequirementsFluctuating Requirements

Need to plan appropriate staffing for Need to plan appropriate staffing for college events in the area as well as college events in the area as well as community eventscommunity events

During the summer and over college During the summer and over college breaks we will downsize the amount of breaks we will downsize the amount of employees.employees.

Possible downsizing ideas:Possible downsizing ideas: One person will work less over all the breaks One person will work less over all the breaks

and one will work less over the summerand one will work less over the summer Split shifts throughout the year so employees Split shifts throughout the year so employees

can plan vacations and time off beforehandcan plan vacations and time off beforehand

• We will use both radio ads as well as flyers to attract potential employees

Radio AdRadio Ad Attention please! Everyone’s favorite restaurant, Attention please! Everyone’s favorite restaurant,

Max’s, is looking for prospective employees to join Max’s, is looking for prospective employees to join our staff!our staff!

Were looking for fun, hard working people that want Were looking for fun, hard working people that want to join our great staff and work in a great to join our great staff and work in a great atmosphere!atmosphere!

Students are encouraged to come to our store and Students are encouraged to come to our store and apply in person, so come on down to Max’s at 1700 apply in person, so come on down to Max’s at 1700 College Ave, in Collegetown, PA. College Ave, in Collegetown, PA.

Did we mention our great benefits? Well come find Did we mention our great benefits? Well come find out first hand at Max’s!out first hand at Max’s! (During the radio spot a jingle will be playing in the (During the radio spot a jingle will be playing in the

background, and the person speaking will have an excited background, and the person speaking will have an excited tone to their voice. The first word “attention” will be the tone to their voice. The first word “attention” will be the main draw to catch the listener’s ear. Radio spot will be main draw to catch the listener’s ear. Radio spot will be played on local radio and college station).played on local radio and college station).

Interview QuestionsInterview Questions Describe your supervisory style?Describe your supervisory style?

Describe a time you had to introduce important change in your Describe a time you had to introduce important change in your last job?last job?

Tell me about yourself?Tell me about yourself?

Where do you expect to be in 5 years?Where do you expect to be in 5 years?

Why should we hire you?Why should we hire you?

What types of positions have you held in the past?What types of positions have you held in the past?

Are you familiar with restaurant supervising?Are you familiar with restaurant supervising?

How do you decide what to delegate and to whom? How do you decide what to delegate and to whom? 

Interview QuestionsInterview Questions What is your greatest failure, and what did you learn from it?What is your greatest failure, and what did you learn from it?

What was the last project you headed up, and what was its What was the last project you headed up, and what was its outcome?outcome?

Tell me about a time where you had to deal with conflict on the Tell me about a time where you had to deal with conflict on the job.job.

Tell me about a time when you had to give someone difficult Tell me about a time when you had to give someone difficult feedback. How did you handle it?feedback. How did you handle it?

How do you motivate your employees?How do you motivate your employees?

What have you done to prepare yourself to be a supervisor? What have you done to prepare yourself to be a supervisor? 

Employee SelectionEmployee Selection Job analysis, Job description and Job requirementsJob analysis, Job description and Job requirements

Recruitment ProcessRecruitment Process

Evaluate applicants by their applicationEvaluate applicants by their application

Preliminary InterviewPreliminary Interview

Realistic job previewRealistic job preview

Final InterviewFinal Interview

SelectionSelection

OrientationOrientation

TrainingTraining

Training ProcessTraining Process We will start with 20 college students to be used as customers in We will start with 20 college students to be used as customers in

our training process. Each student will receive 2 coupons for a our training process. Each student will receive 2 coupons for a free meal at Max’s once we open our doors. To train our order free meal at Max’s once we open our doors. To train our order takers, we will use the following process:takers, we will use the following process:

Train employees on standard greetingTrain employees on standard greeting Ex. “Welcome to Max’s, thanks for letting us serve you.”Ex. “Welcome to Max’s, thanks for letting us serve you.” Train employees to use the proper lingoTrain employees to use the proper lingo

Train employees on menuTrain employees on menu Be aware of specialsBe aware of specials

Train servers on where to stand at the table and how to take Train servers on where to stand at the table and how to take ordersorders Monthly meetings to be held regarding menu changes and Monthly meetings to be held regarding menu changes and

other issuesother issues Train servers as a team Train servers as a team

Team members must ensure someone is available for their Team members must ensure someone is available for their needs 24/7needs 24/7

Training Process (cont’d)Training Process (cont’d) Learn how to read customer’s non-verbal signs. Learn how to read customer’s non-verbal signs.

Teach smothering vs. ignoring a tableTeach smothering vs. ignoring a table

Continuous training from managementContinuous training from management Ensure employees are always aware of changes and Ensure employees are always aware of changes and updatesupdates

Train servers on the history of Max’sTrain servers on the history of Max’s

Train servers on order taking while noting the importance of Train servers on order taking while noting the importance of neat handwritingneat handwriting

Stress importance of core valuesStress importance of core values

Performance ObjectivesPerformance Objectives SupervisorSupervisor

Team morale/Generating greater work productivityTeam morale/Generating greater work productivity Work environment must be positiveWork environment must be positive

Reward employees for good behaviorReward employees for good behavior Respect employees’ work and ideasRespect employees’ work and ideas

Meet company benchmarks Meet company benchmarks Compare monthly and weekly sales to other Max’s locationsCompare monthly and weekly sales to other Max’s locations Control absenteeismControl absenteeism

Deal with callouts or no-shows in an appropriate disciplinary Deal with callouts or no-shows in an appropriate disciplinary mannermanner

Ensuring a satisfying dining experience for customersEnsuring a satisfying dining experience for customers Focus on customer experienceFocus on customer experience Prioritizing customer needsPrioritizing customer needs Ensure employees are courteous at all timesEnsure employees are courteous at all times

Performance Objectives Performance Objectives (cont’d)/(cont’d)/

Critical IncidentsCritical Incidents Prep CookPrep Cook Order Accuracy/TimingOrder Accuracy/Timing Plan expanded menuPlan expanded menu

Introduce new dishes to the restaurant (seasonal Introduce new dishes to the restaurant (seasonal foods/beverages)foods/beverages) Stay on top of industry trendsStay on top of industry trends

Offer highest quality of food preparationOffer highest quality of food preparation CleanlinessCleanliness

Critical Incidents for Order TakersCritical Incidents for Order Takers

Customer complaintsCustomer complaints Large tablesLarge tables Rude/picky customersRude/picky customers Low tipsLow tips Out of control customers (possibly alcohol-related)Out of control customers (possibly alcohol-related) “ “Dine and Dash”Dine and Dash”

Labor MarketLabor MarketGeneral ManagerGeneral Manager

We will use employees from other restaurant locations to We will use employees from other restaurant locations to fill this position. Hourly and Salary employees may apply fill this position. Hourly and Salary employees may apply for the position.for the position.

Promotion from withinPromotion from within Hourly employees will acquire experience to advance during Hourly employees will acquire experience to advance during

their college careertheir college career

All hourly associatesAll hourly associates Use students from the collegeUse students from the college Ensure balanced hiring from all people in the areaEnsure balanced hiring from all people in the area

Ranking MethodRanking Method

• Supervisors• Prep Cooks• Order Takers• Dishwashers

BenefitsBenefitsFull Benefits packagesFull Benefits packages

Meal discountsMeal discounts Paid vacationsPaid vacations Profit sharingProfit sharing 401K401K Health/Dental/VisionHealth/Dental/Vision LifeLife Flexible Spending accountsFlexible Spending accounts Tuition/textbook assistanceTuition/textbook assistance

All benefits are optional (All benefits are optional (àà la carte menu of options) la carte menu of options) Employer pays percentage of certain itemsEmployer pays percentage of certain items

Non-Financial CompensationNon-Financial Compensation

• Treating employees with respect• Positive working atmosphere• Socially comfortable with other

employees• Safe working environment

Steps to Prevent Steps to Prevent UnionizationUnionization

• Provide a competitive wageProvide a competitive wage

• Profit sharingProfit sharing

• Vacation, Personal, and Sick leaveVacation, Personal, and Sick leave

• Promote within the companyPromote within the company

• Have grass roots meetings to fix any issuesHave grass roots meetings to fix any issues

• Treat employees with respectTreat employees with respect

• Treat similar situation the same for all employeesTreat similar situation the same for all employees

• Let workers appeal any punishmentLet workers appeal any punishment

• Adhere to workers rights such as Americans with Disabilities Act of 1990, Adhere to workers rights such as Americans with Disabilities Act of 1990, Family and Medical Leave Act, etcFamily and Medical Leave Act, etc

• Stick to 40 hour workweekStick to 40 hour workweek

• Don’t overwork employeesDon’t overwork employees

• Let employees know the choice is their ownLet employees know the choice is their own