Max’s Restaurant

Team 4

Kristen Kripak

Stacia Reiger

Crystal Moser

Robert Edwards

Aaron Ziegler

Jeffrey Murray

Statement of Values

Committed to creating loyal and satisfied customers by serving quality food, with superior service at affordable pricing

Seek to be an inviting environment for guests where they can feel safe and eager to return

Committed to developing and investing in our people and creating a work environment that keeps employees engaged while utilizing their skills and abilities

Committed to diversity in the workplace

Committed to fostering an environment built on team-work

Committed to operating with a strong ethical framework and being a responsible corporate citizen

Committed to community involvement and individual accountability

Community Relations and Involvement

Will be managed locally

Will include charitable giving programs “Dine Out for No Kid Hungry”

“Donate Tips to Charity”

Sponsor local sporting events

Focus on using sustainable food products and supplies

Reward employee contributions to the community through their volunteer endeavors

Ensuring Diversity

Encourage employees to give back to their local communities with emphasis on groups that support their ethnicities

Encourage employees to value each other’s differences through yearly diversity training

Ensure that we provide great and competitive benefits and opportunities to our employees so we stand out amongst our competitors

Establish a clear and enforceable non-discrimination policy

Utilize diverse pictorial advertising, marketing materials and menus

Rules and Procedures

Schedule

o Review the schedule each week

o Schedule is issued one week in advance

o If unable to work; switch with another employee at least 48 hours in advance

o Call offs will result in disciplinary action

Appearance

White dress shirt and black dress pants

If not followed will result in disciplinary action

Rules and Procedures

Kitchen Standards Must be kept clean and

up to food safety standards

Must be a friendly and safe work environment

If safety is disrupted in any way or standards not met; disciplinary action will result

Progressive Discipline

Oral Warning

Written Warning

Suspension / Final Warning

Termination

Staffing Requirements

Total of approximately 25 employees Suggested staffing

1 General Manager

3 Shift Managers

3 Host / Hostesses

6 Servers

6 Chefs

3 Dishwashers

Each shift will include 1 Dishwasher

2 Chefs

2 Servers

1 Host/Hostess

1 Shift Supervisor

Recruitment servers and dish washers

re-hire former employees

work study program

bulletin boards

newspaper ads

help wanted signs

management

post online

use a recruiter

HELP WANTED ADS

Examples of help wanted ads

"Max's Concept Restaurant is now hiring dishwashers. Starting pay is $8.00 per hour. Schedule is flexible. Please apply in person at 123 College Blvd weekdays between 2-4 PM. Max's Concept Restaurant is an Equal Opportunity Employer.”

"Become a member of the New Max's Restaurant.  Join us in the south dining hall at this fall’s PSU Job Fair!  September 30th from 4-6.  We are looking for energetic team-minded employees for ALL positions! Cooks, prep cooks, dishwashers, waiters/waitresses Flexible hours between 5:30AM-11:30PM"

Hourly employee selection process

Recruited individual through media advertisement or job fair

Preliminary screening and application review

Group Interview

Selection Tests - work-sample and personality test

Pre-Employment Screening

Selection Decision

Drug Test

Background Checks

Supervisor interview questions

What is your previous experience?  Which position did you like the best and why?

What is your strongest and weakest personality trait?

Give an example of a time in the past when you had to deal with a disgruntled employee. Explain the situation and how you resolved it.

Give an example of a time when you had an irate customer. Explain the problem and how you resolved it.

Interview questions for the managers and employeesManagers*How do you reinforce behavior you want repeated?

*How do you build and maintain morale with your employees in a non-monetary way?

*Can you describe your leadership style?

*Can you describe your approach to disciplinary action?

Hourly employees*How did you fill downtime at your last job?

*Give an example of when you did something without being asked. Can you give me another example?

*Describe a recent problem you had with one of your manager's decisions. And how did you handle it?

Process for training the order takers

Orientation

introduces new hires to the organization and clearly establishes the values and behaviors that are expected of all employees. (3-4 hours)

Product and Point-of-Sale (POS) Training

focus on a detailed study of the menu and computer (1-2 days, with printed reference material provided)

Scripting and Role-Play

focus on the phrasing to be used in the customer interactions. This will be scripted for accuracy and effectiveness. (1/2 -1 day)

Process for training the order takers(continued)

Behavior Modeling / Shadowing

new hire will shadow/observe the performance and customer interactions of an experienced server. (1-2 days)

On-The-Job Training (OJT)

will consist of the new hire taking over for the trainer. The trainer will provide feedback on the positives, and constructive coaching on the areas that need improvement. (1-3 days)

Performance Objectives

Supervisors Ensure orders are prepared and

delivered to the customer’s table in approximately 18 minutes – minimum of 12 minutes/maximum of 22 minutes

Ensure that food is delivered fresh, hot and prepared to order

Ensure customers are satisfied by maintaining a pleasant dining atmosphere

Ensure that employees are engaged and focused by creating a positive work environment - measurable by revenue growth and turnover ratio

Prep Cooks Minimize waste by properly

rotating products during down time

Maintain sanitary work station by removing waste, keeping area sanitized and washing hands frequently

Produce products with quality ingredients

Incidents that will be documented

Attendance – showing up to work on time, ending work when scheduled

Appearance – presents professional appearance; hair is neat and pulled back, hands are clean, work attire is consistent with set standards including footwear

Customer Service – pleasant attitude toward customers, effective at handling customer complaints and concerns on his/her own

Teamwork – pleasant to all staff, accepts and offers help from/to co-workers

Knowledgeable – knows food items, can answer questions about food items.

Ranked Positions

Hourly Supervisor – Runs the restaurant employees and functions

Waiter/Waitress – Direct contact with customers, serves food

Prep Cooks – Prepare food to be served to customers

Host/Hostess – First point of contact with customers, great customer service skills

Dishwasher – Job duties are flexible and used on an as needed basis

General Manager Search

Broad job market – State and surrounding states

Recent college graduates

Graduate with internship experience

Use internet and local unemployment office

Find creative ways to reach out to potential candidates for position

Much broader search than for hourly employees –

keep within local job market – possibly college students for hourly positions

Financial Benefits

Consumer-driven health care plan after 90 days of service (gives the option of healthcare to the employee without a large financial burden on the employer as healthcare premiums continually rise)

PTO time accrued at a rate of 5 hours per bi-weekly pay during first 3 years of employment

PTO time accrued at a rate of 6 hours per bi-weekly pay during years 4 through 8

PTO time accrued at a rate of 7 hours per bi-weekly pay beginning year 9

401(k) plan with 50% match after ONE year of service

Non-Financial Benefits

Employee of the month recognition

One free meal from the restaurant menu per shift (while working)

Discounted meals of 20% when not working

Annual holiday party for the employees and their families at the restaurant

Employee Assistance Program

Employee Satisfaction and Union Prevention

Maintain open communication by creating an environment that allows employees voices to be heard, for example, an ‘open-door policy’ provided by the management.    

Make workplace safety a number one priority.

Treat employees with respect.

Hold regular staff meetings to facilitate good communication with employees over issues such as safety, wages, benefits, etc.

Employee Satisfaction and Union Prevention Cont.

Provide fair and competitive compensation and health benefit packages.

Meet one on one with employees regularly for things like listening sessions.

Communicate changes that will and will not be made to the company so the employees are kept up to date.

Hold an annual or bi-annual employee opinion survey and use the information from the survey to drive change in the organization.

Consistent and candid communication with employees. No surprises at eval time.

Focus on developing a strong company culture, driven by company mission statement and statement of core values.