Max’s RestaurantMGMT 341: Team 4

August 4, 2011

Robert Casper Jean Leedy Brian White

Team 4

…Max’s continues its tradition with a new concept restaurant in

After 80 years & 80 restaurants…

College Town, USA

We Value◦ Our customers above all else ◦ Our community ◦ The environment ◦ Our employees ◦ Integrity ◦ Ethical standards ◦ Transparency

Statement of Values

Employee volunteer program Be an active participant in the community Sponsor events/sports teams/charities Promotional events for local charities Lend our facilities for meetings. Supports the "triple bottom line“

Focus on local university:◦ Sponsoring/catering student events◦ Student discounts or promotions ◦ Campus newspaper ads and coupons ◦ Social media presence

Community Relations

Number of Employees Needed to Operate Restaurant

PEAK Seaso

n

OFF-PEAK

Season

Salaried General Manager 1 1

Salaried Manager(s) 2 2

Hourly Supervisor 1 1

Dishwashers 3 3

Prep Cooks 10 8

Order Takers 6 4

Peak Season: (Fall & Winter School Sessions) Off-Peak Season: (Summer School Session & Holiday

Breaks/Vacations)

Recruitment sources and methods to create a diverse workforce◦ The restaurant industry always attracts applicants from all

demographics.◦ Targeting the college campus will ensure diversity◦ Print Media, job placement agencies, and online sights will

attract many different candidates.◦ Max’s will hire based on experience and ability.◦ The 4/5’s rule will apply to Max’s◦ Apply a Rooney type rule to management positions to ensure a

diverse field for interviewing.◦ Implement a training program designed to achieve diversity

goals and protect the company from future litigation.◦ Stress diversity and cultural sensitivity into all HR decisions.

Recruitment

Steps Max’s will take to ensure a diverse workforce◦ Hire employees that are best qualified.◦ Employees will be encouraged to express their opinions

(Horizontal structure).◦ Create an environment where everyone sees value in their job.◦ Max’s will promote their diversity to gain market share.◦ Communication is a must amongst all levels of employees.◦ Send managers to cultural diversity training classes to prevent

any type of discrimination.◦ Implement a training program designed to achieve diversity

goals and protect the company from future litigation.

Diversity

General Manager (GM) Position:• Immediate Area Surrounding our College Town Location

◦ Plenty of similar restaurants with similar positions available in area, doesn’t require looking at markets much farther beyond ours.

• Experienced Restaurant Employees with a Bachelor’s Degree or higher.• Main Focus: Previous Experience in Restaurant Industry

• Ideal Scenario would be to find an Assistant Manager or Supervisor from another of Max’s Restaurant’s to promote to our GM position.

Hourly Employee Positions:• College Students who live in-town (within 5-10 miles of store)• Because of our Location & Demographics, we anticipate Max’s will have an abundant supply of

students to hire and shouldn’t experience a shortage of available labor.• Maintain a Competitive Pay Rate in relation to other local restaurants looking for similar help, to

attract quality employees to Max’s.

Labor Markets

1. Hourly Supervisor2. Prep Cooks

3. Order Takers4. Dishwashers

Ranking Method/Job EvaluationHourly Employees

◦ Accounting & Budgeting ◦ Staffing◦ Delegation of Authority◦ Team/Organization Building◦ Training

◦ Safety & Health ◦ Marketing◦ Recruiting & Selection◦ Compensation◦ Employee Turnover

Useful Managerial Skills for GM

Additional Qualifications

◦ Minimum 3 years experience in restaurant environment◦ Job Loyalty◦ Experience with Employee Appraisals

Important Skills and Experience

Resources used to attract hourly employees

Daily newspaper

Local campus paper

Job placement agencies

Max’s website

Job Fairs

Recruitment Sources

During expected Shortages: Creative Recruiting – Events such as job fairs or taking applications at a booth on campus.  Compensation Incentives:

Signing Bonus – $50 bonus to new hires as incentive to apply.  Referral Bonus – $50 bonus to employees who refer a new hire.  Retention Bonus – $50 bonus to employees on their anniversary date. 

During expected Surplus: Attrition – Employees who leave will not be replaced.  Restricted hiring – No new hiring during spring.  Retrenchment/layoffs – As last resort, lay offs on seniority.

Fluctuating Employees

1. Applications received will be screened to select qualified candidates with relevant work experience and/or who best fit the job description.

2. Short Interviews with qualified applicants to determine their desire to work, general abilities, and overall attitude.

3. Detailed extensive interview with manager as well as conducting work sample tests.

4. Pre-employment screenings to run background checks. 5. Employment offers will be extended to those who pass

tests.6. Begin Training/Orientation process for all new hires.

Hourly Employee Selection Process

1. Briefly describe your professional experience?2. Why do you desire to work at Max’s?3. What are your greatest strengths? Weaknesses?4. What do you consider your greatest professional success?5. What is your supervisory style?6. Describe a situation from your past experience when you

have had to deal with a complaining customer.7. What are your long-term career goals?8. What is your desired pay rate? Availability?

Structured Interview Questions for Supervisor

Legally Required Benefits: Social Security Unemployment compensation Worker’s Compensation Family and Medical Leave (FMLA)

Hourly Employee Benefits: Sick Leave Paid Vacation Jury Duty Free & Discounted Meals Shift Differential Pay

Benefits (All Employees)

Hourly Supervisor Benefits: Paid Time Off Free & Discounted Meals Health Care Plan Relocation

All Employees at Max’s Enjoy: A safe and fun working environment Community Service Volunteer Program. Employee Assistance Program Culture of empowerment and promoting from within. Increased skill variety, task identity & significance, and autonomy. Opportunity to receive and respond to constructive feedback.  Competent managers to follow and learn from.

Benefits (Continued)

New Employee Orientation – Company Wide

Location Specific Training – At Max’s Location

Job Position Specific Training – Hands on Training

Training for Order Takers

Three main performance objectives: Supervisor1. Always maintain a positive balance between sales and labor.2. Provide effective on the job training, with constructive

criticisms to employees.3. Foster an attitude that prefers repeat business.

Prep Cooks1. Produce Top Quality Product in a Safe and Timely Manner.2. Maintain a sanitary working station by keeping hands washed,

hair contained, trash removed, containers closed/refrigerated, etc.

3. Ensure that all inventory is properly dated and rotated.

Performance Objectives(Supervisor & Prep Cooks)

Max’s Progressive Discipline Procedures

Step 1: Verbal Warning Step 2: Unofficial Counseling Step 3: Written Warning Step 4: Suspension Step 5: Termination

Grounds for Immediate Dismissal Theft Insubordination Excessive Unexcused Absenteeism Noncompliance with Max’s Customer Service Standards Working under the influence of Alcohol or Illegal Substances

Disciplinary Action Process

Procedure for Resolving Employee Complaints

1. Discuss issue with immediate Supervisor2. Discuss issue with Supervisor and Manager3. Discuss issue with Supervisor, Manager, and General Manager4. Contact Max’s Corporate Human Resources Department

Resolving Employee Complaints

Order Takers:1. Not greeting customer with a welcoming

attitude.2. Giving a customer incorrect change for a cash

purchase.3. Missing the opportunity for a "Up-Sale".4. Missing/Arriving late for a shift without notice.5. Incorrect Order.

Critical Incidents

Steps to ensure Max’s employees do not unionize

1. Schedule and conduct regular meetings with our employees.

2. Address employee concerns quickly.  3. Maintain open lines of communication with our

employees. 4. Stay up to date on overall company policies.5. Create a workplace environment where employees feel

they have the ability to voice their opinions and concerns.   

6. Review policies and compensation. 

Union Avoidance

The Future