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Max’s Express Team 5 Ashley Bryan, Gloria Chen, Matthew Haver, Janily Jones, Kenneth Kidwell, John Nelomes MGMT 341: Human Resource Management

Team 5 Ashley Bryan, Gloria Chen, Matthew Haver, Janily Jones, Kenneth Kidwell, John Nelomes MGMT 341: Human Resource Management

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Page 1: Team 5 Ashley Bryan, Gloria Chen, Matthew Haver, Janily Jones, Kenneth Kidwell, John Nelomes MGMT 341: Human Resource Management

Max’s ExpressTeam 5

Ashley Bryan, Gloria Chen, Matthew Haver, Janily Jones, Kenneth Kidwell, John Nelomes

MGMT 341: Human Resource Management

Page 2: Team 5 Ashley Bryan, Gloria Chen, Matthew Haver, Janily Jones, Kenneth Kidwell, John Nelomes MGMT 341: Human Resource Management

Offers traditional, family style dining.

Takes pride in serving American-style comfort food.

Known for high-energy, friendly service.

Looking to expand…

Max’s Restaurant

Page 3: Team 5 Ashley Bryan, Gloria Chen, Matthew Haver, Janily Jones, Kenneth Kidwell, John Nelomes MGMT 341: Human Resource Management

New concept restaurant. No longer a full-service restaurant, but

something more akin to a Moe’s or Chipotle. Customer has the freedom to:

◦ Customize their order◦ Help themselves to condiments, napkins and

beverages◦ Create a dining experience that can be as slow or

fast as they desire Same quality, American style comfort food. Same energetic and friendly service.

Welcome to Max’s Express!

Page 4: Team 5 Ashley Bryan, Gloria Chen, Matthew Haver, Janily Jones, Kenneth Kidwell, John Nelomes MGMT 341: Human Resource Management

Our Customers

Our Employees

Our Community

Our Food and Services

Business Ethics and Corporate Social Responsibility

Max’s Express Values:

Page 5: Team 5 Ashley Bryan, Gloria Chen, Matthew Haver, Janily Jones, Kenneth Kidwell, John Nelomes MGMT 341: Human Resource Management

Max’s Express will give back to the community they so greatly appreciate being a part of in the following ways:

Host Food Drives Establish a “Make a Difference” Program Institute a “Befriend the Environment

Program” Sponsor a Local Little League Team

Max’s Express – Giving Back

Page 6: Team 5 Ashley Bryan, Gloria Chen, Matthew Haver, Janily Jones, Kenneth Kidwell, John Nelomes MGMT 341: Human Resource Management

Max’s Express is committed to promoting, cultivating, and preserving a culture of diversity and inclusion. Diversity is integral to everything we do. Our diversity plan is to follow the Equality and Diversity Policy to ensure that Max’s Express has a diverse workforce.

Equality and Diversity

Page 7: Team 5 Ashley Bryan, Gloria Chen, Matthew Haver, Janily Jones, Kenneth Kidwell, John Nelomes MGMT 341: Human Resource Management

Part I: Method of Oversight ◦ Form a Diversity Committee

Part II: Hiring Process◦ Equal Opportunity Employer

Part III: Training◦ Educate through initial training, yearly training and

annual diversity summits Part IV: Equal Pay

◦ Equality of access to promotion and pay Part V: Creating an Accommodating

Environment◦ Suitable environment for all customers and employees

Equality and Diversity Policy

Page 8: Team 5 Ashley Bryan, Gloria Chen, Matthew Haver, Janily Jones, Kenneth Kidwell, John Nelomes MGMT 341: Human Resource Management

Part VI: Grievances and Harassment◦ Anti-Harassment and Bullying Policy

Part VII: Cultural Events◦ Monthly heritage commemorations

Part VIII: Community Outreach ◦ Support and invest in local and national

organizations Part IX: Maintaining

◦ Ensure policies, lines of communications and procedures are up-to-date and effective

Equality and Diversity Policy (cont.)

Page 9: Team 5 Ashley Bryan, Gloria Chen, Matthew Haver, Janily Jones, Kenneth Kidwell, John Nelomes MGMT 341: Human Resource Management

Employees will show up on time to all scheduled shifts

Uniforms will be clean and properly worn Customers will be treated with respect Employees will treat each other with respect Harassment of any kind is strictly forbidden Theft of any sort is strictly prohibited,

including money, food and personal property

Max’s Express Code of Conduct

Page 10: Team 5 Ashley Bryan, Gloria Chen, Matthew Haver, Janily Jones, Kenneth Kidwell, John Nelomes MGMT 341: Human Resource Management

Employees will be held to a 95% accuracy of sales policy every month

Requesting off a day or days must be handled at least two weeks in advance and employees are not guaranteed that they will have off on the dates requested

Job responsibilities have been clearly stated to all employees and everyone is held accountable for incomplete or poor work

Cleanliness is a priority at Max’s Express and all employees must properly clean and organize their given stations

Max’s Express Code of Conduct

Page 11: Team 5 Ashley Bryan, Gloria Chen, Matthew Haver, Janily Jones, Kenneth Kidwell, John Nelomes MGMT 341: Human Resource Management

1. A verbal warning2. A first written warning3. A second written warning4. Suspension5. Termination

Disciplinary Action Process

Page 12: Team 5 Ashley Bryan, Gloria Chen, Matthew Haver, Janily Jones, Kenneth Kidwell, John Nelomes MGMT 341: Human Resource Management

1. Address the issue with your immediate supervisor.

2. All complaints will be written down by supervisor and filed.

3. The supervisor will address the issue if possible.

4. Any major problems will be brought to the general manager to solve.

5. A hotline number to Max’s Corporations HR department for any issues that cannot be brought to an employees supervisor

Complaint Resolution Process

Page 13: Team 5 Ashley Bryan, Gloria Chen, Matthew Haver, Janily Jones, Kenneth Kidwell, John Nelomes MGMT 341: Human Resource Management

Dates of Operation: Monday-Sunday◦ Hours of Operation: 6 a.m. to 11 p.m.

Total of 280 hours for each shift per week, per person◦ Total of 14 non-salaried and 2 salaried employees

Positions available:◦ 3 Dishwashers◦ 6 Prep Cooks◦ 3 Order Takers◦ 2 Supervisors◦ 1 Manager◦ 1General Manager

Job Design

Page 14: Team 5 Ashley Bryan, Gloria Chen, Matthew Haver, Janily Jones, Kenneth Kidwell, John Nelomes MGMT 341: Human Resource Management

Job Design (Continued)

Page 15: Team 5 Ashley Bryan, Gloria Chen, Matthew Haver, Janily Jones, Kenneth Kidwell, John Nelomes MGMT 341: Human Resource Management

Fluctuating human resource requirements will be addressed by:◦ Establishing a schedule board with a list of the

availability/unavailability dates for each employee◦ Advertising at the local college, on local radio

stations and via the company website◦ Providing our Prep Cooks/Order

Takers/Dishwashers with cross training

Job Design (cont.)

Page 16: Team 5 Ashley Bryan, Gloria Chen, Matthew Haver, Janily Jones, Kenneth Kidwell, John Nelomes MGMT 341: Human Resource Management

Recruitment strategies must be low-cost but highly effective. These will include the following:

“Employment Opportunities” tab on Facebook page

Posting job openings on Twitter Advertise job openings on Craigslist “Employment Opportunities” on company website Advertisements on campus Advertisements in local newspapers

Recruitment

Page 17: Team 5 Ashley Bryan, Gloria Chen, Matthew Haver, Janily Jones, Kenneth Kidwell, John Nelomes MGMT 341: Human Resource Management

Recruitment (cont.)

Page 18: Team 5 Ashley Bryan, Gloria Chen, Matthew Haver, Janily Jones, Kenneth Kidwell, John Nelomes MGMT 341: Human Resource Management

University Advertisements

University must first approve. Then:

◦ Advertise in Student Newspaper◦ Post advertisements/flyers in high-traffic areas.

Career Center Bookstore Dining Halls Dorms and Educational Buildings

Recruitment (cont.)

Page 19: Team 5 Ashley Bryan, Gloria Chen, Matthew Haver, Janily Jones, Kenneth Kidwell, John Nelomes MGMT 341: Human Resource Management

Recruitment (cont.)Sample of flyer for campus advertising

<Max’s Express Logo Here> Max’s Express is now looking for experienced part-time employees for positions of:

Dishwashers Prep Cooks Servers SupervisorsWe offer the following: Competitive wages Free meal per shift Flexible hours

Career growth potentialFor more information or to apply, please come into our restaurant or visit our website (http://www.maxsexpress.com/careers) Max’s Express Bar and Grill 123 Main Street Small College Town, PA (814) 123-4567 Max’s Express is an EOE/AA/M/F/D/V employer

Page 20: Team 5 Ashley Bryan, Gloria Chen, Matthew Haver, Janily Jones, Kenneth Kidwell, John Nelomes MGMT 341: Human Resource Management

Mission: Max’s Express will utilize an employee selection process that will not only enable us to select the most qualified person for each job, but to do so in a way that embraces diversity and complies with all non – discriminatory regulations.

Max’s Express will accomplish this mission through the following steps: Leverage web-based application system used by Max’s

Restaurant Conduct preliminary phone interview Review applications and resumes Conduct face-to-face interviews

Employee Selection Process

Page 21: Team 5 Ashley Bryan, Gloria Chen, Matthew Haver, Janily Jones, Kenneth Kidwell, John Nelomes MGMT 341: Human Resource Management

Preliminary Phone Interview Questions:

1. Why are you interested in joining the Max’s Express Team?

2. Do you have a reliable form of transportation?

3. What date would you be available to start?

Employee Selection Process (cont.)

Page 22: Team 5 Ashley Bryan, Gloria Chen, Matthew Haver, Janily Jones, Kenneth Kidwell, John Nelomes MGMT 341: Human Resource Management

Face-to-Face Manager to Hourly Job Candidate Interview:

1. What prior job experience do you have that relates to the customer service and/or restaurant industry?

2. Please describe to me your favorite item on our menu.3. How would you interest a customer in purchasing a beer with

his/her burger?4. What makes you a good fit for Max’s Express?5. What is the biggest asset that you will provide for our team? What

motivates you to want the job at Max’s?6. Please tell me about a disagreement you had with a coworker

and/or customer and how you worked to resolve it. 7. What days/hours are you free to work?8. Do you consider yourself a team player?

Please elaborate.9. Why should we hire you?

Employee Selection Process (cont.)

Page 23: Team 5 Ashley Bryan, Gloria Chen, Matthew Haver, Janily Jones, Kenneth Kidwell, John Nelomes MGMT 341: Human Resource Management

Face-to-Face Manager to Supervisor Candidate Interview:

1. Describe your supervisory experience.2. What do you believe is the most difficult part of being a supervisor?3. What were the five most significant accomplishments in your last assignment?4. Describe a time when you had to manage multiple priorities under a tight

deadline.What strategies did you use to accomplish all that you needed to?

5. Describe a time when you had to resolve a conflict between either yourself and a coworker or two coworkers. What strategies did you use to come to a resolution?

6. Imagine there is a customer who is very upset about the inaccuracy of an order, and the nonchalant attitude of the cashier. How would you work to resolve the customer issue? What action would you take with the cashier in question?

7. What do you consider your biggest weaknesses?8. What do you consider your biggest strengths?9. If you took the job what would you hope accomplish in the first year?10. What makes you a good fit for Max’s Express?

Employee Selection Process (cont.)

Page 24: Team 5 Ashley Bryan, Gloria Chen, Matthew Haver, Janily Jones, Kenneth Kidwell, John Nelomes MGMT 341: Human Resource Management

Day 1: Employee Orientation &

Customer Service Training

Day 2: Menu Knowledge & Order

Taking System

Days 3-6: Observation of

Mentor

Day 7: Coaching & Scenarios

Days 8-10: Mentor Observation On-Going Training

Training and Development

Page 25: Team 5 Ashley Bryan, Gloria Chen, Matthew Haver, Janily Jones, Kenneth Kidwell, John Nelomes MGMT 341: Human Resource Management

Supervisor Performance Objectives◦ Ensure that the restaurant

is adequately staffed with properly trained individuals

◦ Ensure all interactions – with order takers, dishwashers, managers and guests – reflect the friendly attitude and customer-orientated philosophy of Max’s Express

◦ Ensure products, service and environment are consistent with company quality standards

Prep Cooks Performance Objectives◦ Ensure order accuracy◦ Ensure efficiency and

speed in work ethic (keep up with quantity measures and volume of business)

◦ Works with high quality foods in a clean work station

Performance Management and Appraisal

Page 26: Team 5 Ashley Bryan, Gloria Chen, Matthew Haver, Janily Jones, Kenneth Kidwell, John Nelomes MGMT 341: Human Resource Management

We will evaluate an employee’s performance using a numerical rating system. The scores of a numerical rating system typically have the following values: 1 Unsatisfactory 2 Needs improvement 3 Meets job requirements 4 Exceeds job requirements 5 Outstanding

The evaluated categories will be overall communication, cooperation and dependability.

Performance Rating Method

Page 27: Team 5 Ashley Bryan, Gloria Chen, Matthew Haver, Janily Jones, Kenneth Kidwell, John Nelomes MGMT 341: Human Resource Management

The following are potential critical incidents of an Order Taker: ◦ Ability to handle customer orders◦ Customer service◦ Being a team leader◦ Behavior and attitude

Critical Incidents for Order Takers

Page 28: Team 5 Ashley Bryan, Gloria Chen, Matthew Haver, Janily Jones, Kenneth Kidwell, John Nelomes MGMT 341: Human Resource Management

The labor market for Max’s Express’s general manager’s position consists of the following:◦ General managers employed by or with experience at

restaurants within a 50 mile radius of Max’s Express◦ General managers employed by or with experience at

comparable restaurants across the country such as: Chipotle Cosi Panera Bread Co. T.G.I.Fridays

The labor market for hourly employees will consist of people within a 20-mile radius of Max’s Express because of the necessity for them to be within driving range of the restaurant.

Labor Markets

Page 29: Team 5 Ashley Bryan, Gloria Chen, Matthew Haver, Janily Jones, Kenneth Kidwell, John Nelomes MGMT 341: Human Resource Management

1. General Manager2. Restaurant Manager3. Shift Supervisors4. Cooks/Order Takers5. Dishwashers

Ranking Method of Job Evaluation

Page 30: Team 5 Ashley Bryan, Gloria Chen, Matthew Haver, Janily Jones, Kenneth Kidwell, John Nelomes MGMT 341: Human Resource Management

General Manager - $50,000 a year Restaurant Manager - $35,000 a year Shift Supervisor - $15 hourly Cooks/Order Takers - $12 hourly Dishwashers - $9 hourly

Employee Compensation

Page 31: Team 5 Ashley Bryan, Gloria Chen, Matthew Haver, Janily Jones, Kenneth Kidwell, John Nelomes MGMT 341: Human Resource Management

90-day probation period after hire date must be satisfactorily completed

Only full-time employees working a minimum of 30 hours per week quality for benefits

Benefits package is valued at approximately 32% of an employee’s salary ◦ Example: An employee with a starting salary of

$40,000 would annually receive an additional $12,800 in tax-free benefits for a total value of $52,000

Benefits Package

Page 32: Team 5 Ashley Bryan, Gloria Chen, Matthew Haver, Janily Jones, Kenneth Kidwell, John Nelomes MGMT 341: Human Resource Management

Employee Assistance Program (EAP) Employee Discount Employee Stock Ownership Plan (ESOP) Family Care Account Program (FCAP) Flexible Spending Account Group Life Insurance Long Term Disability Insurance Medical Insurance Paid Time Off (PTO)

Benefits Package (cont.)

Page 33: Team 5 Ashley Bryan, Gloria Chen, Matthew Haver, Janily Jones, Kenneth Kidwell, John Nelomes MGMT 341: Human Resource Management

Retirement Short Term Disability Insurance Supplemental Health Benefits

◦ Dental, Vision and Prescription Drugs Tuition Reimbursement Voluntary Benefits Program

◦ Optional Life Insurance◦ Dependent Term Life Insurance◦ Disability Insurance

Benefits Package (cont.)

Page 34: Team 5 Ashley Bryan, Gloria Chen, Matthew Haver, Janily Jones, Kenneth Kidwell, John Nelomes MGMT 341: Human Resource Management

Non-Financial Compensation Package◦ Company Functions

Annual appreciation dinner◦ Employee Rewards Program

Monthly program Highest sales, most creative ways to increase

customer satisfaction and best attitude Reward: $50 Visa Gift Card and Max’s Express

paraphernalia

Benefits Package (cont.)

Page 35: Team 5 Ashley Bryan, Gloria Chen, Matthew Haver, Janily Jones, Kenneth Kidwell, John Nelomes MGMT 341: Human Resource Management

Steps to Keep Max’s Express Union-Free:

Identify critical supervisory personnel Proper training Review and revise policy Survey employees Seek compensation and benefits parity Maintain an aggressive dispute resolution

system

*from :Six Steps to Staying Union-Free” by Thompson.com

Keeping Max’s Union-Free

Page 36: Team 5 Ashley Bryan, Gloria Chen, Matthew Haver, Janily Jones, Kenneth Kidwell, John Nelomes MGMT 341: Human Resource Management

Identify Critical Supervisory Personnel

Ensures everyone knows who supervisors and managers are

Will enable consistent communication Employees will not exercise “supervisory

authority” if not in that position Helps to prevent unionization due to labor laws

Staying Union-Free (cont.)

Page 37: Team 5 Ashley Bryan, Gloria Chen, Matthew Haver, Janily Jones, Kenneth Kidwell, John Nelomes MGMT 341: Human Resource Management

Proper Training

Education on union organizing trends and benefits of being union-free

Regular meetings with employees and management◦ Wages◦ Hours◦ Other terms and conditions of employment

Management coaching on rewarding jobs well-done

Staying Union-Free (cont.)

Page 38: Team 5 Ashley Bryan, Gloria Chen, Matthew Haver, Janily Jones, Kenneth Kidwell, John Nelomes MGMT 341: Human Resource Management

Review and Revise Policy

Policies must be:◦ Clearly defined◦ Consistently enforced

Critical to◦ Productivity◦ Safety◦ Customer relations

Staying Union-Free (cont.)

Page 39: Team 5 Ashley Bryan, Gloria Chen, Matthew Haver, Janily Jones, Kenneth Kidwell, John Nelomes MGMT 341: Human Resource Management

Survey Employees

Conduct confidential interviews with supervisors periodically◦ Helps to identify employee grievances◦ Gives employees a voice

Promotes trust

Staying Union-Free (cont.)

Page 40: Team 5 Ashley Bryan, Gloria Chen, Matthew Haver, Janily Jones, Kenneth Kidwell, John Nelomes MGMT 341: Human Resource Management

Seek Compensation and Benefits Parity

Pay competitive wages Provide comparable benefits Conduct periodic wage and benefit surveys

Staying Union-Free (cont.)

Page 41: Team 5 Ashley Bryan, Gloria Chen, Matthew Haver, Janily Jones, Kenneth Kidwell, John Nelomes MGMT 341: Human Resource Management

Maintain an Aggressive Dispute Resolution System

Resolve grievances promptly and effectively Peer reviews Employee hotlines Implement formal grievance procedures

Staying Union-Free (cont.)

Page 42: Team 5 Ashley Bryan, Gloria Chen, Matthew Haver, Janily Jones, Kenneth Kidwell, John Nelomes MGMT 341: Human Resource Management

Grievances w/ Employee/Manager/Staff1. Documentation of grievance2. Address issue immediately3. Meeting and resolution4. Meeting with employee and manager/supervisor

Grievance w/ Customer◦ Manager will coach employee on conflict resolution

Grievance w/ Work Process1. Discuss with employee and other team members2. Brainstorm session3. Implement improvements

Staying Union-Free (cont.)

Page 43: Team 5 Ashley Bryan, Gloria Chen, Matthew Haver, Janily Jones, Kenneth Kidwell, John Nelomes MGMT 341: Human Resource Management

Offer a supportive and collaborative environment for our team

Provide impeccable service to our customers

Support our local community, wherever possible

Each concept heavily contributes to the success of Max’s Restaurant and will be utilized by all employees

We are on the road to success!

Conclusion