McDonald Restaurants

Position: Restaurant management / F&B supervisor

Length: 12 months

Starting: All year round

Objective of Training: The purpose is to train the individual by introducing young professionals seeking to pursue a career in Restaurant Management outside of the U.S. to American techniques and style. Through their exposure to the operations of an American restaurant, the trainee will be able to enhance their perspective regarding the hospitality industry and enable them to use this training in their own country.

 The training will include interacting with all departments of the organization, receiving specialized training on issues related to customer service and effective Restaurant Management. The trainee will learn the American business methodologies and experience the individual departments operations on a day-to-day basis. This training outside their home country prepares trainees to work restaurants catering to international guests. The trainees are then expected to apply the skills that they have acquired to a position in their home country.

By the conclusion of training, the trainee will have learned restaurant management skills including:

Customer Service

Business Communication

Time and Shift management

Facilities Management

Qualifications of the trainee to participate in this program, including reference to trainee’s field of work or study:

Primary Learning Objectives:

By the end of the training the trainee will have learned the following:

Overview of McDonald’s and the Region

Overview of Trainee Commitment

Overview of McDonald’s Management Development Program

Set up training schedule and class registration

Ordering uniforms

Receive Quality Pocket Reference Guide and review

Review McDonald’s Promise

Review open door policy and communication process

Operations and Training manual, Station Aides & Learning Resources

McDonald’s E-Learning training system

Review Performance Standards (coaching & feedback forms, weekly evaluation form, etc.

HR Administration

Store Tour/meet management team and crew

Book time to read “Customer Satisfaction” module

Book time to read “Food Safety and Restaurant Safety” / “Learning the Stations” –buns and grill

Learn and practice buns and grill

Book time “Group A” – French Fries – Fried Products

Phase 1 (Months 1 – 5): Orientation to Organization

The objective of the first months of training is to introduce the trainee to the basics of the restaurant as an organization requiring application of basic management techniques. Skills to be acquired in this phase include:

• Quality Customer Service
• Effective communication methods
• Overview of restaurant administrative structure
• Activities required to achieve and acquire these skills:
• Complete food safety checklist
• Learn and practice Fries-Fried products
• Verified on Food Safety Checklist, Buns, Fried Products, and Fries
• Book Time “Group A” – Dress and Assembly/Breakfast Grill “Group B” –Lunch
• Learn and practice Breakfast and Lunch Grill
• Learn and practice Dress and Assembly
• Book Time “Group B” – Shakes/Ice Cream/McFlurrys
• Verify on Dress and Assembly
• Book Time “Group B” – Lot and Lobby

During the first phase of training, the trainee will learn how to effectively function in Food and Beverage operations as well as how to interact with customers and supervisors.

During the second phase of training, the trainee will see how the performance standards of position that the trainee has previously learned are directly related to food and beverage. By learning the importance of proper restaurant operation, the trainee will be able to understand how the services are directly related to the company’s image.

During the training program, the trainee will have a set of decisions that they will be entitled to make. These are the following:

• Team position assignments
• Purchases in accordance with established inventory levels and budget
• Disciplinary actions as required while the Manager on Duty is present
• Those decisions required to effectively execute shift operations
   

Phase 2 (Months 6-8) The objective of the second phase is to provide in-depth training and work experience, demonstrating to the trainees the unique characteristics of the restaurant and to learn food and beverage management techniques. Skills to be acquired in this phase include:

• Customer Service skills
• Food and Beverage Management
• Knowledge of profitability of a restaurant
• Basic sales technique in serving foods and beverages

 
Activities required to achieve and acquire these skills include:

(Months 8-9)

• Learn and practice Lot and Lobby
• Verify on Shakes/Ice Cream/McFlurrys
• Practice on areas of opportunity
• Verify on Lot/Lobby
• Book Time “Group C” – Front Counter
• Learn and practice Front Counter
• Book Time “Group C” – Closing Stations
• Practice on areas of opportunity
• Practice Front Counter
• Learn and practice closing grill
• Verify Front Counter
• Book Time “Group D” – Transition
• Practice Front Counter
• Learn and practice backroom

(Months 10-12)

• Learn and practice transition front counter
• Practice Front Counter
• Book Time “Group D” – Salads
• Learn and practice transition grill
• Learn and practice salads
• Practice on areas of opportunity
• Book Time “Group D” – Drive Thru
• Learn and Practice transition Drive Thru
• Verify Salads
• Learn and practice Drive Thru
• Book Time “Group D” – Security
• Explain why security policies and procedures are important
• Ensure that the restaurant staff follow the security procedures
• Read security module in the O & T Manual
• Practice on areas of opportunity
• Verify transition Drive Thru
• Learn and practice Drive Thru
• Book Time “Group D” – Opening
• Learn and practice opening front counter/Drive Thru
• Learn and practice Drive Thru operation
• Book Time “Group E” – Filtering/Production
• Learn and practice Production
• Learn and practice opening shake machine
• Learn and practice filtering

Phase 3 (Final Month)

The objective of this training is to assist the trainee in the career development and confidence of the trainees by providing solid training work experience in a different environment.

• Book Time “Area Management”
• Production, Front-Line, Drive Thru areas of management
• How to complete pre-shift checklist
• How to run and comprehend the drive thru and kvs time reports.
• How to prepare and understand prep charts

EVALUATIONS:

Trainees shall be supervised at the host organization by the designated supervisor/manager. Overall program supervision shall be provided by McDonald’s Family Restaurant. The supervision and responsibilities of McDonald’s Family Restaurant shall include:

1. Conducting arrival and re-entry orientation of the Trainees

2. Providing ongoing support of the Trainees’ cultural and workplace adjustment through monthly contact with Trainees utilizing problem solving skills as needed.

3. Maintenance of successful workplace assignments through regular contact with Trainees’ supervisors.

4. Management of logistical matters including such items as housing or placement of host families or other housemates, finances, travel, visa inquiries, etc.

5. Providing opportunities for Trainees to access work-related educational and professional development resources in the community, along with ways to learn more about American culture and history through group excursions and activities.

6. The trainee will have ongoing interaction and feedback from his/her supervisor and mentor. She/he will report on a daily basis to discuss activities and progress. In addition, she/he will be formally evaluated through written reports after the first 30 days, mid-point, and at the end of the internship.

The trainee will be supervised by the Restaurant Manager and will be given weekly tests. The supervisor will properly evaluate the progress of the trainee during the first phase.