McDonald’s treats their staff as a vital asset. They provide their employees with the best employment experience to ensure that they achieve their goal. The organisation aims at providing its customers with the best quick-service restaurant experience. Furthermore, McDonald’s strives to provide the best work environment for the staff, recruit and hire qualified employees (Nickson 2013, p.23). The company seeks to show its employees that their contribution and growth is highly valued. To ensure that it realises its vision, McDonald’s strengthens their team and provides them with the right knowledge and skills to get the job done.
One of the aspects of the human resource function of McDonald’s is the recruitment of new employees. Since McDonald’s service production is mainly focused on its customers’ satisfaction, they handle the matter of employee recruitment with a lot of seriousness. Customer satisfaction relies on the abilities, commitment and attitudes of the employees. When recruiting, McDonald’s look for candidates who are willing to grow and progress in the providence of exemplary services (Budhwar et al. 2013, p.38). To ensure that the right candidates are recruited, McDonald’s have identified several skills and behaviours that the applicants must possess and be able to demonstrate them. Before any recruitment, the Human Resource team prepares a job description which states all the duties and obligations and personal skills and competencies that the candidates should possess.
The organisation’s recruitment policy requires each restaurant to fill all the vacancies for the staff members to be paid per hour. All the vacant positions are usually advertised in the restaurants (Varma et al. 2013, p.45). The organisation’s recruitment history indicates that it is the best technique of hiring qualified staff. Other ways in which the organisation announces vacancies include the use of career fairs and local job centres. Afterwards, the recruitment team goes through the applications, select some applicants to be interviewed, and conduct the interview. The organisation scripts an interview guide that enables them to predict how a candidate's past behaviour may affect their performance in the company (Bal et al. 2012, p.34). From the interview, the managers will identify the candidates who have the potential of becoming successful McDonald’s employees.
Another aspect of human resource function is training for all the crew members. McDonald’s aims at providing the highest standards of customer service, quality assurance, and hygiene at the workplace. The organisation employs proper training to ensure that its employees and managers meet the high standards (Smith 2013, p.72). Also, McDonald’s offers a career progression policy which allows the employees to develop and polish their abilities. The training begins at the “Welcome Meeting” where the organisation’s expectations and standards are stated. There is usually an induction training period for all the recruits where they are taught the basics. The next step is for the employees to be trained in all the activities that are carried out in the organization (Weihrich et al. 2010, p.76). Employees are taught the operational skills that are important for the operation of the different workstations in every restaurant. Also, the employees are trained on how to operate the various gadgets that are used at the workplace.
Another aspect of human resource function in McDonald’s is performance appraisal and incentives. Performance review is usually conducted twice a year. After six months, the HR team evaluates each employee to find out if each of them met the company’s standards. Employees who have underperformed are usually reminded to improve (Daley 2012, p.121). Incentives are traditionally given to the employees depending on their performance. They can be given allowances or different awards depending on what they have been good at that year. Performance appraisal is crucial since it enables the management to keep track of the employees. They will be able to know which employees are working in line with the high standards of the company (Cascio et al. 2012, p.43). The ones whose performance is below average, they are reminded to improve, and those who work by the standards of the company are usually awarded. The incentives work in motivating the employees to continue doing their work as expected of them.
Task 2
Job Description
Job Title:
Crew member
Service Area:
Front Counter
Reports to:
Manager
Working Pattern:
Part-time
Hours:
6 hours a day
Location:
Valley Retail Park
Crew Member Job Summary:
Friendly and reliable Crew Members are required to join our team. The dedicated and efficient Crew Members will be eligible for a promotion within 6 to 12 months of employment.
General Purpose of Service Area:
To provide excellent customer service following the high standards of McDonald’s.
Overall Purpose of Job:
To handle a variety of customers with high level of professionalism and to provide well-organised customer service.
Organisational Principles
Accountability on the sales made.
Presence at the workplace.
Practising what matters for the clients.
Practising what matters to the rest of the team.
Doing quality work.
Being friendly to customers.
Fundamental tasks, roles, and responsibilities
Be able to work in a fast-paced environment particularly during the rush hours.
Be able to take the customers’ orders and key them in the restaurant’s computer system.
Be able to arrange the orders in bags or trays based on the order type.
Be able to process large orders for occasions.
Be able to count the money made at the end of every shift and deposit it in the safe.
Be able to thoroughly clean the workstation before, during, and after every shift.
In case the customers have any questions, complaints or concerns, you should be able to respond professionally and ensure that they are satisfied.
Adhere to all the safety and security procedures set in the restaurant.
Be able to show up at work on time and be present untill the end of the shift.
Personal Specification
Qualifications, skills, experience, and knowledge
The minimum level of qualifications needs for this job position
Attributes
Essential
Desirable
Education
Current student
High school diploma/GED
Experience
Working in customer service section
Working in a busy environment
Having excellent organisational ability
Appropriate literacy and numeracy levels
Suitable keyboard and IT skills
Adequate awareness of health and safety
Working in a team
Experience of keeping records of data in a computer system
Skills
Excellent verbal communication skills
Ability to handle varied tasks and workload
Ability to maintain excellent working relationships at any time
Ability to function on your feet for the bigger part of each shift
Outstanding time management skills
Admirable customer service skills
Must be able to lift 15 lbs
Be flexible in doing the work
Be able to function under pressure, handle various duties, and be time cautious
Fluent English speaker
Ability to be fast in performing the given tasks
Equal opportunities
Should be able to demonstrate proper understanding of equal opportunities and other individual’s behaviour, welfare, social, and physical needs
Must be aware of diversity problems and corporate equalities standards and how they affect the service and work environment
Bibliography
Daley, D.M., 2012. Strategic human resources management. Public Personnel Management, pp.120-125.
Bal, Y., Bozkurt, S. and Ertemsir, E., 2012. The importance of using human resources information systems (HRIS) and a research on determining the success of HRIS.
Smith, R., 2013. Human Resources Administration: A school based perspective. Routledge.
Varma, A. and Budhwar, P.S., 2013. Managing human resources in Asia-Pacific. Routledge.
Budhwar, P.S. and Debrah, Y.A. eds., 2013. Human resource management in developing countries. Routledge.
Nickson, D., 2013. Human resource management for hospitality, tourism and events. Routledge.
Weihrich, H. and Cannice, M.V., 2010. Management. Tata McGraw-Hill Education.
Cascio, W.F. and Boudreau, J.W., 2012. Short introduction to strategic human resource management. Cambridge University Press.
