Maxs Restaurant MGMT 341 Team 4 August 4

Max’s Restaurant MGMT 341: Team 4 August 4, 2011

Team 4 �Robert Casper �Jean Leedy �Brian White

After 80 years & 80 restaurants… …Max’s continues its tradition with a new concept restaurant in College Town, USA Smaller • Restaurant Size • Labor Force Faster • Limited Menu • Counter Service Friendly • Environment for both Customers & Employees MORE EFFICIENT

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

Community Relations � 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

Number of Employees Needed to Operate Restaurant PEAK Season OFF-PEAK Season Salaried General Manager 1 1 Salaried Manager(s) 2 2 Hourly Supervisor 1 1 Dishwashers 3 3 10 8 6 4 Prep Cooks Order Takers � � Peak Season: (Fall & Winter School Sessions) Off-Peak Season: (Summer School Session & Holiday Breaks/Vacations)

Recruitment � 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.

Diversity � 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.

Labor Markets � 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.

Ranking Method/Job Evaluation Hourly Employees 1. Hourly Supervisor 2. Prep Cooks 3. Order Takers 4. Dishwashers

Useful Managerial Skills for GM � Important ◦ ◦ ◦ Skills and Experience Accounting & Budgeting Staffing Delegation of Authority Team/Organization Building Training � Additional ◦ ◦ ◦ Safety & Health Marketing Recruiting & Selection Compensation Employee Turnover Qualifications ◦ Minimum 3 years experience in restaurant environment ◦ Job Loyalty ◦ Experience with Employee Appraisals

Recruitment Sources � Resources used to attract hourly employees Daily newspaper Local campus paper Job placement agencies Max’s website Job Fairs

Fluctuating Employees � 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.

Hourly Employee Selection Process 1. 2. 3. 4. 5. 6. Applications received will be screened to select qualified candidates with relevant work experience and/or who best fit the job description. Short Interviews with qualified applicants to determine their desire to work, general abilities, and overall attitude. Detailed extensive interview with manager as well as conducting work sample tests. Pre-employment screenings to run background checks. Employment offers will be extended to those who pass tests. Begin Training/Orientation process for all new hires.

Structured Interview Questions for Supervisor 1. 2. 3. 4. 5. 6. 7. 8. Briefly describe your professional experience? Why do you desire to work at Max’s? What are your greatest strengths? Weaknesses? What do you consider your greatest professional success? What is your supervisory style? Describe a situation from your past experience when you have had to deal with a complaining customer. What are your long-term career goals? What is your desired pay rate? Availability?

Benefits (All Employees) � Legally Required Benefits: � Hourly Employee Benefits: �Social Security �Unemployment compensation �Worker’s Compensation �Family and Medical Leave (FMLA) �Sick Leave �Paid Vacation �Jury Duty �Free & Discounted Meals �Shift Differential Pay

Benefits (Continued) � 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.

Training for Order Takers � New Employee Orientation – Company Wide � Location � Job Specific Training – At Max’s Location Position Specific Training – Hands on Training

Performance Objectives (Supervisor & Prep Cooks) � Three main performance objectives: � Supervisor 1. 2. 3. Always maintain a positive balance between sales and labor. Provide effective on the job training, with constructive criticisms to employees. Foster an attitude that prefers repeat business. � Prep Cooks 1. 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.

Disciplinary Action Process � Max’s � Step � Step Progressive Discipline Procedures 1: 2: 3: 4: 5: Verbal Warning Unofficial Counseling Written Warning Suspension 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

Resolving Employee Complaints � Procedure 1. 2. 3. 4. for Resolving Employee Complaints Discuss issue with immediate Supervisor Discuss issue with Supervisor and Manager Discuss issue with Supervisor, Manager, and General Manager Contact Max’s Corporate Human Resources Department

Critical Incidents � 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.

Union Avoidance � Steps 1. 2. 3. 4. 5. 6. to ensure Max’s employees do not unionize Schedule and conduct regular meetings with our employees. Address employee concerns quickly. Maintain open lines of communication with our employees. Stay up to date on overall company policies. Create a workplace environment where employees feel they have the ability to voice their opinions and concerns. Review policies and compensation.

The Future We are confident Max’s will quickly become the #1 restaurant on Campus. We will reinvest a portion of the restaurant profits in the immediate surrounding community through our Community Relations Program We will be able to replicate our success with additional Max’s locations.