2. ContentsA WORD FROM OUR CHIEF EXECUTIVE 02MAKING A DIFFERENCE 04WHAT OUR PEOPLE SAY 08OUR CAREER PATH 10JOB ROLES #1 CREW MEMBER 12 #2 APPRENTICE 14 #3 CUSTOMER CARE ASSISTANT 16 #4 CREW TRAINER 18 #5 SHIFT MANAGER 20 #6 TRAINEE MANAGER 22 #7 ASSISTANT MANAGER 24 #8 BUSINESS MANAGER 26 #9 OPERATIONS CONSULTANT 28 #10 FRANCHISEE CONSULTANT 30CASE STUDIES FRANCHISEE 32 HUMAN RESOURCES 34 LOGISTICS MANAGER 36RESTAURANT PROFILES THURROCK 38 LEICESTER 39QUALIFICATIONS 40NEXT STEPS 42PARTNERS 44
3. At McDonald’s we recognise that our people are our greatest asset. That’s why we take our Every year, we invest over responsibilities to them £40 million in developing our very seriously. And why we people. As a result, all of our aim to attract and retain 90,000 employees are given talented individuals. the opportunity to achieve a broad array of qualifications We want to hire people with with us, many of them the right attitude and qualities nationally recognised. to fulfil their potential. People who can stand out from the Our managers run restaurants crowd and deliver the high with multi-million pound standards of quality, service turnovers, employing between and cleanliness expected in 80 and 150 people. And the our restaurants. majority of them run restaurants in the local communities where I’m particularly proud of the they started as crew. development opportunities we offer. Everyone has the However you begin your career chance to climb our tried and with us, one thing is for sure: tested career ladder, or use at McDonald’s, you’ll be offered their experience with us as a wide, diverse range of a springboard to other things. training and opportunities. A word from our “ e invest over £40 million a year W in developing our people.” Jill McDonald CEO02
4. McDonald’s is at the heart Good Food Farm Forward Ronald McDonald House We always strive to serve We really value our farmers Charities of hundreds of communities our customers high quality food that’s locally sourced which is why we launched the Our charity of choice for over Farm Forward initiative in March 20 years, Ronald McDonald across the UK. Not only do whenever possible. 2012. It aims to create a secure future for British and Irish House Charities (RMHC) supports families with children we employ over 90,000 people • In 2011, we spent over £320 million sourcing quality farming by helping young in hospital, by providing free farmers into the industry, as well accommodation just a stone’s ingredients from Britain as supporting existing farmers.throw from their child’s ward. across our restaurants and and Ireland. • 100% of our beef is British Good Neighbour There are over 450 rooms available nationwide and in head office, but we also or Irish. • We use 100% chicken breast Giving something back to local families can stay for as long communities is something as they need to – whether it’s work with hundreds of meat in our chicken products. • All our fish has been sustainably we’re passionate about. two days or two years. suppliers and over 17,500 sourced since 2001. • All of the eggs used across Football focus As the Official Community The charity’s biggest source of income comes from the British and Irish farmers. our entire menu are free-range Partner of the four UK Football (and have been for ten years). collection boxes in our Associations, we’ve helped raise restaurants, through which • We won’t work with any standards in over 6,000 local customers give millions of By working together, we can supplier who doesn’t comply with the animal welfare clubs and created over 20,000 pounds each year. new football coaches. Many make a big difference in lots standards required by UK and EU legislation. of our individual Business Litter picking Managers and Franchisees have We’ve been running litter of ways. played a big role at grassroots level, by sponsoring and patrols since 1982. Our litter pickers walk around 150,000 supporting their local teams. miles every year – that’s the same as walking round the In 2012, we combined all world six times. our football activities into one programme, McDonald’s Being green KickStart. It offers once-in-a- We’ve put sustainability at the lifetime experiences for young heart of our business plan. And players and celebrates the the bright ideas and hard work heroes of grassroots football of our people have helped us to through special Community start making a real difference. Awards – to find out more, go to mcdonalds.co.uk/kickstart • Our used cooking oil is recycled and turned into biofuel to power We’re committed to our delivery fleet. improving and celebrating • 15,000 tonnes of our waste is football whenever possible turned into electricity every year. – we’ve even got our own • We’re working to cut carbon internal tournament, the emissions from our beef farms McDonald’s Cup. with a pioneering initiative run by the E-CO2 project. 04
5. Training and developing Good People Everyone who works at Making connectionsour people has been at McDonald’s has the With youth unemploymentthe heart of what we do opportunity to take part in at around a million, anything structured training, whether we can do to help youngthroughout the 39 years that’s in customer service, people is worth doing. So inthat we’ve been in the UK. team work or financial management. We believe addition to the training and qualifications we offer ourWe believe the investment these skills will serve them people, we’re also working well, wherever their career with schools and third partieswe make in our people is takes them. to improve careers information.good for them, good for our Qualifications Research has shown thatbusiness and ultimately Many of the training programmes if a young person hasgood for our customers. we offer lead to nationally- experience of the world of recognised qualifications, ranging work while they’re at school, from certificates in maths and they’re three times more English to Intermediate and likely to move on to further Advanced Apprenticeships. or higher education, training And thanks to our work with or employment. Manchester Metropolitan University, our Business With this in mind, we’ve Managers can even study developed a suite of for a Foundation Degree. educational materials There’s more information available for our Franchisees about the qualifications we to use in secondary schools offer on pages 40-41. and colleges. These are aligned to the curriculum and Many of these training are designed to help bridge programmes are available online. the gap between the world Almost 90% of our And the ourlounge portal gives of work and the classroom. staff said they’d staff access to training, news and information, wherever they are. We also take part in a number recommend working Apprenticeships of shows and work fairs across the country that give at McDonald’s to From June 2013 the school leaving age will rise to 17 (and young people the chance to meet our teams first hand. a friend. in 2015 it will rise again, to 18). This means that every single Work Inspiration 16-year-old in full-time Our Work Inspiration employment will need to be programme brings young undertaking a recognised people into our restaurants training programme. for ten days, and gives them an insight into what it’s Our Apprenticeship programme like to work at McDonald’s. is perfect for young people who prefer a more vocational Students can apply for approach to their education. It a placement online atMcDonald’s is one of lasts a minimum of 12 months, and at the end of it our mcdonalds.co.uk/people – but it’s worth applyingthe largest employers Apprentices have a qualification early as demand is high. that’s equivalent to five GCSEsof young people in the (Grade A*-C). In October 2010,country – and Ofsted awarded the programme a ‘good’ overall rating, with Plotr We’re proud to supportwe’re often their first several areas achieving the top ‘outstanding’ rating. plotr, a new careers site than gives 11-24 year oldsintroduction to the access to good careers Our Apprenticeship programme information. It’s a greatworld of work. is a great way of mixing paid place to find inspiration work with further study – you about all kinds of jobs. can find out more on pages 14-15. Find out more at plotr.co.uk 07
6. “ here’s not really a stereotypical T McDonald’s employee.” What our Alicia, Crew Member “ he opportunities I’ve had T are there for everyone.” Christiaan, Operations Consultant say “ ’m now someone who gets I involved in the community.” Alex, Business Manager “ n terms of great training … I you can’t get much better.” Ash, Crew Trainer “ eople don’t realise just how much P you can get out of McDonald’s.” Andy, Shift Manager “ here’s always been a clear path T to the next challenge.” Jon, Franchisee Consultant08
7. ConsultancyOurCAREERPATH Management Crew OPERATIONS FRANCHISEE CONSULTANTS BUSINESS MANAGER Qualiﬁcation Foundation Degree in Managing Business ASSISTANT Operations MANAGER First Assistant TRAINEE Manager MANAGER Second Assistant Manager SHIFT MANAGER Qualiﬁcation CREW TRAINER Diploma in Shift Management (Level 3) CUSTOMER Award in Supervising Food APPRENTICE CARE CREW Safety In CateringWORK Qualiﬁcation ASSISTANT (Level 3) MEMBERINSPIRATION Qualiﬁcation Intermediate Apprenticeship First Aid at Work in Hospitality and CateringQualiﬁcation Certificates in Adult Literacy (Level 2)BTEC Certificate and Numeracy (Level 1 2)in WorkSkills (Level 2)
8. Crew Members are the “I decided to get a job at There’s not really a McDonald’s while I was sitting stereotypical McDonald’s backbone of our restaurants. in a McDonald’s! Everyone employee. We’re all different, They’re the people who serve looked really busy, which is which is what makes it so important to me. And then I interesting. I also think it’s our customers, help prepare did a bit of research which important for the customer – food in the kitchens and only made me want to work they want to be served by there more. There are lots of someone who’s being generally create a welcoming A quick look benefits and opportunities; themselves. Some people may environment. the Apprenticeship and things think it’s a mindless thing to like that. do, but it’s really not. It’s fast-paced and you need to For most people, they’re At the moment I’m doing my concentrate on what you’re the face of McDonald’s. So AS-levels. If I do go on to doing. Plus you’re on your feet university, I want to apply to a lot, which energises you. Crew Members are responsible friendliness, a cool head and whichever McDonald’s is near. for three key areas: customer a can-do attitude are vital. People person service, food preparation and Being myself You need to be good with cleanliness. Our restaurants are Your shifts are really flexible people: both the team you work fast-moving places, so you’ll and you can change them for with and the customers you’re probably end up doing a variety times that suit you. If you’re serving. And you need to be of things each day. doing your exams you can tell really organised. your Shift Manager you need to Key SKILLS change your number of shifts, It’s really important to be happy which is why I think it’s a great as well. Smiling is what makes job as I carry on studying. I can the experience good for the be myself and do the things customer. And that’s what it’s that I need to do to get where all about.” I’m going, and McDonald’s fits You’ll need to have a knack with people and be in around that. able to thrive in a busy environment. Customer service skills and a positive attitude are essential. There are a wide range of perks available, including performance- related bonuses and meal allowances. There’s also an Employee Discount Card that offers savings at over 1,600 retailers, including Sainsbury’s, MS and HMV. Job role #1 MOVING UP Crew Members get the chance to build on their training by taking an Apprenticeship Trent Bridge (see pp 14-15) whilst they work. This gives them a nationally recognised qualification. They can also study for maths and English qualifications that are comparable to GCSEs and worth the same in terms of points. Alicia Over 90% of our managers started out as Crew Members, so there’s real potential to progress.12 how to take part We need more Crew Members like Alicia. So if you’re a great team player, check out mcdonalds.co.uk/people where you can find out more about the role and send in an application.
9. Our Apprenticeship programme is a fantastic “My family’s from Whitstable, but between the ages of 13 and 18 I lived in Spain. When It’s also built my confidence. When I started at McDonald’s I wouldn’t talk to people A quick look opportunity to study while I came back to Kent, I had no I hadn’t met before – now I’m you work. By completing the qualifications and needed a job. comfortable having a bit of banter with anyone. HOW IT WORKS programme, our Apprentices McDonald’s was my top choice Our Apprentices work in our of places to work, as a mate Rewarding effort restaurants while studying for a gain a qualification that’s of mine told me I could get my As long as you’re willing to nationally-recognised qualification. equivalent to five good maths and English qualifications put in the effort and the hours It’s called the Intermediate while working. I started off you get rewarded. It’s down to Apprenticeship in Hospitality GCSEs (A* to C grade). as a Crew Member and took hard work and just being and Catering and includes the Apprenticeship as soon dedicated, really. sections in English, maths and If you’re highly motivated, as I could. ICT. And it’s worth the same as I recently won the regional five GCSEs at A* to C grade. it’s a great way to deepen The restaurant I work in now heats of the National Apprentices learn about customer your understanding of our is one of the busier ones, Apprenticeship Awards, which service, food preparation and the but I kind of like it when is something McDonald’s business – and boost your it’s really busy. Everyone’s entered me for. I went to the O2 importance of keeping things clean. They also find out about career prospects. motivated and helpful. The in London, and got a certificate the business and what we attitude is ‘Let’s get the job and award – plus a year’s do for local communities and done’, which is great. cinema pass. I’m now through the environment. to the national finals. It was Looking forward amazing for my hard work to Doing the Apprenticeship has be recognised like that.” definitely been a stepping stone to a career, whether I stay at McDonald’s or not. Responsibilities Since I was a kid I’ve wanted In addition to your day-to-day duties, you’ll need to join the Armed Forces. If I do to keep an Apprenticeship Diary up to date and apply one day, my maths and study in your spare time. Some of the English, English qualifications will maths and ICT elements of the Apprenticeship definitely be an advantage. can be completed online, where you’ll have help from an online tutor. And there are regular catch- ups with your Crew Trainer, who’ll review your diary and help to keep you on track with your studies. Job role #2 KEY SKILLS The Apprenticeship takes a minimum of 12 months to complete, although people can learn at their own pace. So you’ll need to be dedicated, eager to learn, and good at juggling work and study. BENEFITS Canterbury Nathan As well as gaining a nationally-recognised qualification, Apprentices can get a wide range of benefits – including money off at over 1,600 retailers.14 how to take part We’re always looking for enthusiastic team members like Nathan. Most people who take the Apprenticeship programme are Crew Members, although it’s open to everyone who works for us.
10. Everyone who visits our “I first worked for McDonald’s If you’re an outgoing person 23 years ago. After a few years who enjoys working with restaurants should feel welcome, I left to join the army, and then people then this is the job for and this is where our Customer went on to start a family. My you. There’s a lot of help and Care Assistants have such an husband’s still in the army and he gets posted all over the UK. training, but you do need to have a bubbly personality and A quick look important role to play. be relaxed talking to people Coming back to McDonald’s you don’t know. made a lot of sense because it They work in the dining area really fitted in with our family’s We’re like a big family in our to make sure all our customers lifestyle. There are restaurants restaurant. You wouldn’t think Customer Care Assistants make all over the country, so I can there was an age difference sure our dining areas are are having a good time, get transferred to another of twenty years between inviting places to be. To do this, whether that’s by chatting branch if we need to move some people; it doesn’t matter they chat to our customers and and not have to start again. what age you are or where keep things clean and tidy. If to them, or making sure you’re from. It’s a really friendly there are any spillages or messy everything’s spotless. Plus there are plenty of shifts place to work.” tables, they’ll sort things out. – it’s not a nine-to-five. Our restaurant is open 24 hours a Key SKILLS day, so I can fit my job around school hours and not work during the holidays. They’re very considerate; they always Catterick Garrison say the family comes first, so The number one skill you’ll need is the ability to if something does come up at read people. We’re after friendly and approachable short notice most of the time types who don’t mind rolling their sleeves up someone will cover a shift and helping out customers. for you. A lot of families with young children pay us a visit, Rewarding role so a knack for face painting would also come Tash I used to be a Crew Member, in handy. but being a Customer Care Assistant gives you much more of a chance to interact with the customers. Lots of people come up and say thank you – it really does make you feel special and that you’ve done your job to the best of your ability. There are lots of perks to being a Customer Care Assistant, including 28 days’ holiday and bonuses related to your restaurant’s performance. You can also exchange some of your salary for Childcare Vouchers. Like many of our restaurant team members, Customer Care Assistants have the flexibility to fit their work around other interests and responsibilities. Job role #3 MOVING UP The customer service skills you’ll develop will be really useful if you decide to move up the business. Some of our Crew Trainers and managers started out as Customer Care Assistants.16 how to take part We’re always on the lookout for Customer Care Assistants like Tash. If you like working with people and have a positive attitude, then this could be the role for you.
11. Our Crew Trainers do far more “I work at the Botley Road We eventually found one, branch, a beautiful place that and I’m a pretty good balloon than just show new starters used to be a little pub. We’ve modeller. So I made the boy a the ropes or check their work. got all kinds of people working blue dog. His mum wrote in to here; from 16 year-olds thank us, which was great. They provide inspiration to starting out on their first job, our Crew Members and to older people who want to Good skills do something for a day a week. I’d worked at McDonald’s Apprentices, helping them A quick look when I was at school. After I’d become the best they can be. It’s a really supportive finished college I applied to environment. If you want to work for them again, because train in customer services, I wanted to develop my If you’re highly motivated hospitality or catering, you management skills. and great at coaching people, can’t really beat it. The training is really well structured and In terms of great training and this could be your first step we’re very welcoming to new being able to work with a Crew Trainers look after a team of Crew Members and towards a management role. starters. We all remember diverse group of people, you Apprentices, helping them pick what it’s like to come into the can’t get much better than up the skills needed to work restaurant on day one. McDonald’s. And it’ll stand you in every part of the restaurant. in great stead for whatever it It’s a role where you lead by Getting inspired is you want to do.” example, which means spending I love to inspire people to do a lot of time on the restaurant a better job. There’s nothing floor. You’ll need to be a dab better than being able to look hand at making a Big Mac, at someone and say, ‘I trained and an expert at making them – and they’re really good.’ customers smile. It’s the little things that make Key SKILLS all the difference to customers. We had a kid in who was desperate for a blue balloon and we had the whole team searching the restaurant for one. Upstairs; downstairs; in Working at McDonald’s is about being organised the cellar – everywhere. and enthusiastic. Brilliant people skills are really important too, as is an eye for detail. There are lots of great benefits available, including employee discounts at high street stores and performance-related bonuses. MOVING UP Job role #4 Oxford This is a great chance to shine and show you’ve got the skills and drive to become Ash a manager. That’s what many of our Crew Trainers go on to do. how to take part We need more amazing Crew Trainers like Ash. As well as being a natural with people, you’ll need to have spent six months or more as one of our Crew Members – you might also have completed our18 Apprenticeship programme.
12. Shift Managers are the people “My parents are unable to work Olympic buzz and I’m their primary carer. So One of my proudest moments who run our restaurants on a when I started at McDonald’s was working at the Olympics. day-to-day basis. They’re seven-and-a-half years ago, I got to hear the buzz of the I needed a flexible job that aquatics centre on my way to responsible for everything from would help me to support work and I even caught some keeping the kitchen stocked to them – as well as allowing events. I saw Jessica Ennis and me to save for uni. Usain Bolt competing – the keeping the team motivated, atmosphere was electric. so that every customer gets the Working shifts means that if I need to go home and care for Before the Games I was A quick look great service they expect. my parents for a few days, I can. selected as one of the Olympic It wouldn’t be the same if I had torchbearers, because I do a lot It’s not a role for wallflowers, a standard nine-to-five job. of volunteering in my spare time. So I decided to bring the or people who like to do one Making a difference torch into work one day so Shift Managers have to keep an eye on everything during a thing at a time. But for It’s flexible in other ways, too. people could have their picture shift; including food safety and You can really focus on your taken with it. There was a ambitious Crew Trainers, area of interest. For instance, queue of people snaking out of service times. They’ll deal with queries from customers and it’s a rewarding next step. a lot of Shift Managers work the restaurant – in the space make sure that staff have towards becoming a Planet of an afternoon we’d raised everything they need to ensure Champion, which means they £200 for Ronald McDonald a great customer experience. look for ways to improve House Charities. the energy efficiency of the Key SKILLS restaurant. But anyone can People don’t realise just get involved. A group of 80 how much you can get out or so of us recently walked of McDonald’s. You can get along the coast, cleaning up qualifications and learn the beaches. practical skills like hospitality, or even do your bit for the Being good with all kinds of people is a must. We do Christmas cards for environment. There’s And it can get pretty busy in our restaurants, so a our regulars, because without something for everyone.” cool head is vital. You’ll need to be very practical, them the business wouldn’t but able to focus on the bigger business picture. be the same. One woman’s It’s a challenging mix. been coming in for about 15 years – whatever time of day she comes in we always cook her bagel how she likes it. If you help your restaurant get great business results, you could be in line for a performance-related bonus. Job role #5 MOVING UP Bury St Edmunds All Shift Managers get a Level 3 Diploma in Shift Management and a Level 3 Award in Supervising Food Safety in Catering. They’re both nationally recognised qualifications. Andy Do well as a Shift Manager and you’ll be well-placed to move on to more senior management roles.20 how to take part We always need more inspirational Shift Managers like Andy. Provided you’ve worked as a Crew Trainer, or have done the Apprenticeship programme, then this could be your chance to shine.
13. The Trainee Manager “While I was doing my It’s more of a lifestyle than psychology degree, I went a job, and there are loads of Programme is a fast-track along to a careers fair and chances to try new things. to running a multi-million discovered McDonald’s. It’s not We do a lot for charity, which a regular office job, plus you’re is something I always wanted pound restaurant. It’s open working with people and to get involved in. I put my to graduates or people with solving problems every day. name down for a charity bike It was right up my street. ride, even though I didn’t know a background in business. how to ride a bike! I did about Once they’ve completed the From the very first interview, I got to spend time on the restaurant floor. It was a real 15 miles with loads of people from other restaurants. A quick look initial programme, our Trainee challenge, but I got a taste for New opportunities Managers then start off as Assistant Managers – but if it there and then. Learning fast I’d never been to London before I started at McDonald’s; now I’ve been lots of times on What it’s like From day one, Trainee Managers you’ve got the drive and In just a few months, you various courses. I’m always are on the shop floor learning learn what people have spent meeting new people from ambition, there’s no limit 10 years practising. Luckily across the UK and learning how the business works. One minute they’re serving to how far you can go. everyone was really friendly different things all the time. customers, the next they’re and helpful from the start. learning about stock control. They’re really keen to teach In five years’ time I’d like to be you things, even though a bit managing a big, busy restaurant. Key SKILLS later you’ll be teaching and I just feel comfortable working managing them. here and I love the team spirit.” We’re after people who can roll up their sleeves and get involved. You’ll need to be a really quick Sammy Jo Stockport learner, as there’s a lot to pick up in a short space of time. A logical mind and great people skills are important too. We’re one of The Times Top 100 Graduate Employers, and this is a great opportunity to develop your skills with us while earning a salary. You can take up to six weeks’ holiday a year – and if you do well, there could be a performance-related bonus. Job role #6 MOVING UP It takes about 20 weeks to complete the initial stages of the Trainee Manager Programme, but your training carries on throughout your career. As soon as you’ve completed your training you’ll become an Assistant Manager. Do well, and it won’t be long before you’ve progressed to Business Manager – and beyond.22 how to take part We need more Trainee Managers like Sammy Jo. To take part in the programme, you’ll need to be an ambitious graduate or have experience in business. Plus you’ll need bags of enthusiasm.
14. In terms of hands-on experience “We’re like a little family in our Rapid progress restaurant and I’m like the I went from Crew Member to running a successful business, mother hen. I’m always bringing Second Assistant Manager in being an Assistant Manager is in home baking. Brownies and just 11 months, which was cupcakes; they’re the things. pretty fast. It was amazing to hard to beat. be given the opportunity to I like to lead by example. As progress in such a short space They support the Business long as you’re happy and doing of time. That’s one of the things the job the way you’re supposed I like about McDonald’s – they Managers in every aspect of to, then hopefully your staff will help you realise your potential. operating a restaurant. So as be doing it as well. I did a business management well as helping with recruitment Record-breaking degree in Edinburgh, and in and training, the role involves managing budgets and Scheduling the rota can be a challenge. The team think I’m my last year I studied logistics and operations. I’d like to go in A quick look mad, but I absolutely love it. that direction at McDonald’s – planning for the future. It’s the Over the summer we broke Operations Consultant would pretty much every record be my ideal job. perfect launch-pad for more going because the scheduling As the title suggests, Assistant senior management roles. was spot on – that was a We get emails every couple of Managers help their Business great feeling. weeks advertising opportunities Berwick-upon-Tweed Manager run one of our and secondments in different restaurants. It’s a varied role To do well as an Assistant areas of McDonald’s. You can that includes responsibility for Manager you have to be really go and work in head office crew motivation, customer organised. Communication’s for a year or two and then take service and financial planning. important too – you must work what you’ve learnt back to well with the person above you the restaurant. It’s a really good Key SKILLS and be able to talk to the crew company to work for.” on their level. Kelly You’ll need to be an expert multi-tasker to make it in management. Plus you’ll need a flair with people and be able to lead and inspire. This is a salaried position, with six weeks’ paid holiday a year and performance-related pay reviews. You’ll also receive lots of training that’ll really boost your CV. Job role #7 MOVING UP Assistant Managers are involved in all areas of running the business, so the logical next step is to run your own restaurant. how to take part We’re always looking for more all-rounders like Kelly. If you’re a graduate or someone with business experience, you can become an Assistant Manager by completing our Trainee Manager Programme.24 Or you might already be working for us and be looking to make the next step in your career.
15. Business Managers are “Having worked at McDonald’s Giving back for 12 years, I’ve seen just how Through my job I’m now responsible for everything that goes on in their restaurant – much people develop here. In my time, I’ve promoted lots someone who gets involved in the community. We organise litter awareness drives – we’ve A quick look from recruiting the right of people. You pass on your just done one with local people to optimising profits. knowledge to them and you schools and the Boys Brigade. can see the results when I had to write to the local MP It’s a high profile role, and a they’re on the restaurant floor; and various councillors to get A Business Manager runs great opportunity to let your the passion they’ve got for them behind it – it took a while, an entire restaurant. Each is their job is great. but it was totally worth it. responsible for a team of around leadership skills shine. 80 people and a business with Spotting potential It’s definitely a rewarding job. an average turnover of £2 million. If you’ve ever wanted to run The right attitude is essential. When you go home after a busy Making sure it stays profitable You need to be a can-do person shift or a long day you feel and well-run is ultimately down a restaurant, this is the job who wants to get on with appreciated and that you’ve to them. for you. things. A person who wants to really achieved something.” They also play an important role learn. Some of the people we in making our environmental get in can be quite shy in the and social initiatives a reality, interview, but giving them a by focusing on ways to make chance really helps them – and our restaurants more energy it’s rewarding for me as well. efficient and more involved in the local community. I’ve grown as a person, too. This year, I got to do the Key SKILLS Foundation Degree programme which took 12 months. I look at what I achieved and I think to Lancaster myself: ‘McDonald’s has really done me a favour here.’ Like all good leaders, our Business Managers Alex need great communication skills and a knack for getting the best out of people. You’ll also need to be a brilliant multi-tasker. All Business Managers have the opportunity to study for a Foundation Degree in Managing Business Operations. It’s awarded by Manchester Metropolitan University. There are a great range of other benefits available, including six weeks’ paid holiday and a stakeholder pension scheme. Job role #8 MOVING UP Our Business Managers gain such brilliant experience that they can go on to become Consultants, or take up a secondment in head office.26 how to take part We’re always after Business Managers like Alex, who are passionate about what they do. If you’ve worked as an Assistant Manager, it’s a natural progression – and a rewarding one.
16. Our Operations Consultants “I’m responsible for six Team effort restaurants in the Sheffield McDonald’s couldn’t really give strategic and practical area, with about 750 employees work without its people and its direction to our Business and a combined turnover of spirit. My role is to facilitate Managers. around £23 million. It’s ideal for me, because I’m Yorkshire born that. I like to keep the team involved in the big decisions A quick look and bred, and my restaurants and give everyone a chance to They work across a number of are near where I live. sit down and discuss where we’re going. restaurants, helping each one I started out as a Crew Member Operations Consultants provide plan and achieve their goals. during my gap year. I knew where One of the best things I’ve leadership to a group of I wanted to be and realised ever done was running the Operations Consultants need I could get there really quickly restaurant near the Orbit tower restaurants, usually around seven or eight. to be great at building strong with McDonald’s. Plus I loved during the Olympics. We served They coach and develop the the job and was getting paid. 5,680 breakfasts in an hour working relationships, without and set world records that will Business Managers, and make sure each restaurant is taking their eye off the long- Evolution probably never be broken. achieving its goals. They also An Operations Consultant Everyone who worked there term picture. It’s a big role, for makes sure the stores and staff should be proud – we showed work with opinion formers and the wider community to ensure strong personalities. evolve in the way our business the world what we could do. McDonald’s plays its part in the has. Five years ago there was local area. still that stereotype about the I’ve got a pretty good lifestyle ‘McJob’, but now we’ve started now and it’s because of my job. Key SKILLS to let people know what we’re And the opportunities I’ve had about and how you can make are there for everyone who a career here. When you look puts in the hard work. at the 100 best employers, McDonald’s is always on the If you show that you want a list now. career in McDonald’s and want You’ll be providing leadership, advice and inspiration to go as high as you can, there to some very busy managers. So if you don’t get The menu’s really changed too. will always be people who can on well with people, you won’t get very far. We’ve added deli sandwiches help you.” Great organisational skills are also important, as and now have a wider range you’ll arrange your own work schedule. Being of options for our customers able to prioritise and multi-task is key too. to choose from. I think the reputation of our restaurants has come on a long way. There are a wide range of benefits, which include a company car, a stakeholder pension and the potential to earn a great bonus. Like Job role #9 all salaried McDonald’s employees, once you’ve worked for the business for ten years, you can take a paid eight-week sabbatical. MOVING UP Christiaan Sheffield If you deliver results here, you could develop your understanding of the business even further via a secondment to head office. how to take part We’re always looking for dynamic Operations Consultants like Christiaan. To follow in his footsteps, you’ll need a solid understanding of the way our restaurants work – and a successful track record28 as one of our Business Managers.
17. Our Franchisee Consultants “I see myself as a partner to McDonald’s is also a great the Franchisees. I’m there to company for recognising and are the main link between provide support and advice – rewarding hard work. I started McDonald’s and the people it’s a really collaborative role. out as a Crew Member and there’s always been a clear who own and run most of our A quick look Currently I work with four path to the next challenge. restaurants – our Franchisees. Franchisees, who own a total They really encourage you to of 19 restaurants. I spend the improve your skills through majority of my time with them. development and training. They work alongside our Sometimes they might need Anything’s possible here. Franchisees to build strong, help adjusting their business structure; sometimes they Proud winner profitable businesses that want to hear someone else’s A few years ago I was picked Franchisee Consultants act as the face of McDonald’s to our maintain the high standards perspective or need a bit of to receive the Presidents’ Franchisees, offering them reassurance. It’s different Award – a global award that our customers expect. So great every day. recognises all the hard work advice and support. As well as helping to craft long-term commercial skills are essential. you’ve put into your career. business plans, they also My ultimate aim is to see the assess the performance of Franchisees develop mature, Only a few people from the each restaurant, to make sure growing businesses. If that’s UK win it each year and it’s standards and targets are met. happening then I’ve been presented to you by the CEO successful. of McDonald’s Global over in Key SKILLS Chicago. Winning it was one People friendly of the proudest moments of I’ve been a consultant to, or my life.” worked at, over 60 restaurants and the people I have worked with have always been fantastic. You must be a strong negotiator and good It’s something you really notice communicator to ensure the Franchisee’s about McDonald’s. objectives meet the company’s goals. But you’ll also need to be a good listener; someone who’s I work with a very experienced brilliant at providing support and encouragement. team of consultants, who are You’ll be working closely with some very great at offering advice to each motivated business people – so it’s essential other. Plus there’s really good you share their passion and drive. support from other departments within the business. Having training BENEFITS that help is key to doing my job effectively. All new Franchisee Consultants prepare for the role through a special training programme in the UK and USA. This includes a week-long course at our global headquarters in Chicago. Job role #10 Franchisee Consultants also get a competitive pay and benefits package that includes a company car. MOVING UP All our Franchisee Consultants gain a wide-ranging understanding of our business – which puts them in a great position to move on to a number of senior commercial Derby roles within McDonald’s. Jon how to take part We’re always after brilliant Franchisee Consultants like Jon. You’ll need to have already excelled as an Operations Consultant to follow in his footsteps, plus you must have a good track record in30 restaurant management at McDonald’s.
18. Anne had a successful and “When I was 18, I had my on and you learn by experience. I’ve had a lad come through It’s enabled me to have a much own market stall selling It gives you empathy with the Prince’s Trust where they bigger business, much quicker. long-running career in IT, jeans and T-shirts that I’d everybody. I can do all the help the unemployed. but had always wanted to bought from local factories. jobs of all the people I employ, It needed someone like McDonald’s are great to work And I always said I’d like to do which I think is wonderful. McDonald’s to give him a try. with. It’s a partnership, and run her own business. my own thing again one day. If you just looked at him on they are very supportive.” But I grew up during the rise of I run three restaurants now; paper you wouldn’t have given Here, she explains how she computing, and so for twenty two in Leeds and one in him the opportunity – but years, I worked in IT. Wakefield. There isn’t a typical he’s already progressed to Our Franchisees come from made the switch from day – that’s what I like about it. Shift Manager. all walks of life. computers to catering, and I had a good career; it was I try and work at least a day a pretty lucrative and the rewards week in each of my stores and Another member of my team While many of them have talks about the opportunities and challenges were there. My then do the odd office day from has been accepted on the worked for McDonald’s and challenges that come with thing was sales and operations home. I’m very hands on; it’s next Foundation Degree or have run their own and it was always quite a young, a job for people who want to programme for Business restaurants, anyone with a running three busy restaurants. vibrant environment. At one get stuck in and really build Managers. It’s fantastic to see successful track record in stage I’d built up a team of a business. You need to be the development in people. business has the potential about 50 sales people. committed to it 24/7. to do well. I also have someone who has After I left IT, my first experience The hardest and most a learning disability who works The rewards can be of franchising was running a rewarding thing is managing for me a few mornings a week. substantial, but so is the lettings business. But I’d always people. All in all, I employ about Because I look after such a commitment needed from seen McDonald’s as the number 220 people, and it’s about large workforce I can afford Franchisees in terms of one franchise – so I applied to getting the best out of them. to offer lighter duties to those time and money. them and was accepted. who wouldn’t normally be able I like a good balance of to work, which is a lovely thing If you’d like to join Anne in When you start out as a employees. We have a to be able to do. becoming a Franchisee, it’s Franchisee it’s quite a long predominantly younger a good idea to attend one of process. There are a number workforce, but my ideal is to The beauty of being a our Open Days. You can find of interviews, with the ultimate have a few semi-retired people Franchisee is that you are out more about these – and one being a panel interview to provide a bit of a mix. We get picking up a toolkit put about what franchising with senior people from the people who are just passing together by people with lots involves – by visiting board. Then you actually work through, who just want a of experience and knowledge. mcdonalds.co.uk/people on the restaurant floor, starting weekend job, and we get You add your skills and out as a Crew Member. You’re people who see they can have experience to that mix andCase study there with your T-shirt and cap a career with McDonald’s. hit the ground running. “There isn’t a typical day – that’s what I like about it.” Leeds Anne32
19. Geneva came in to our “I was testing the water to My current role also means I see if I could juggle looking have to stay abreast of what Manchester office to do some after a family with work. other companies are offering temping 24 years ago. Today So I went to a temping agency their people, so we stay and they said, ‘We’ve got the competitive as an employer. she’s helping to trial a new HR perfect job for you’. I did two And we regularly review the “From the day I walked in system that will soon be rolled weeks of temping – and I’m needs of our employees, to still here today. make sure the benefits we’re out across the UK. I was made to feel welcome.” It’s the people that make it for offering are right for them. We asked her about the many me. We’re a team and we have A few years back, my respect for each other. From colleagues elected me to changes she’s seen during her the day I walked in I was made the McDonald’s European long career at McDonald’s – to feel welcome and we try to Communication Council. extend that warmth to new Every year they have a meeting and about meeting Lord Coe members of the team. where people come together during the 2012 Olympics. from across the continent to My current job title is Human share ideas for best practice. Resources Systems Officer. I went to Amsterdam and I’m part of the Benefits and Madrid and got to meet some Compensation team – there fantastic people. It was a real are only seven of us within the privilege to represent the much larger People team, but company like that. when you add up the years of service it’s quite frightening. Another high-point for me was Case study We’ve got about 135 years’ working as a Games Maker at experience between us. the London 2012 Olympics. I was chosen as one of the It’s a really supportive place volunteers, and I helped out to work. We each know with the transport in Manchester. each other’s strengths and I got to meet Lord Coe and the weaknesses and we’ve got a Team GB football team. The sense of when someone needs whole thing was amazing. a hand. If you want to build a career The way I talk to new here, I’d say be a team player, starters tells them a lot be flexible and be calm. Most about what McDonald’s is like. of all, be keen to learn – I liaise with people just after because there’s always they’ve been recruited. I try not someone willing to teach you to be too stuffy – it’s a balance and share their knowledge.” between being welcoming and being professional. It sends out an important message to Each member of our People people about whether they’re team works hard to ensure joining a good company. we have the right individuals in the right roles, and that A lot of the training and everyone is fully trained and benefits are online now, and rewarded accordingly. that’s a massive change. Our employee discount scheme is They do everything they online, so it’s available 24/7. can to help free-up our That’s the way the world works managers so they can now – but making that happen, spend more time with their and communicating it to our teams. It’s one of the people, is a big job. reasons McDonald’s is now regarded as one of the best I’m the go-to person for our employers in the UK. And it’s new HR system, People Stuff. great for our customers, too. It’s being trialled in a few restaurants at the moment and For more information I’m working quite closely with about the benefits of Manchester them to make sure things run working with us, check out smoothly. Eventually the whole mcdonalds.co.uk/people Geneva organisation will switch to the new system.34
20. Chris is responsible for “I’ve been with McDonald’s It’s vital to have an awareness since 2005. I’d worked in of the world you live in. turning our big ideas about logistics before, for a well- sustainability and ethical known textiles company and a There’s a recognition major brewery. But the supply of talent and lots of business into reality. chain at McDonald’s is unique. development opportunities. As Logistics Manager, he has I’m currently doing a one-year It’s very collaborative and management development to oversee the whole supply based on trust. We work closely programme. And there are lots chain, from the development with our suppliers to make of courses on subjects like sure they meet agreed targets strategic thinking and how to of new menu items to their and that their culture and deliver great presentations. delivery in our restaurants. ethics match ours. It’s a really Head office is really well set up “There’s no limit to what great way to do business. with classrooms and lecture you can do.” We asked him about our Ray Kroc, the guy who theatres. They invest in you, and if you take it seriously and unique relationship with masterminded McDonald’s commit to it, there’s no limit to business practices in the 50s, what you can do. our suppliers – and how called it the three-legged stool; cooking oil has helped cut you’ve got the McDonald’s I like to feel that I’ve added company, the suppliers and the value above and beyond my our carbon emissions. Franchisees. If we all work job. And one of the great things together, everyone wins. about working at McDonald’s is that they give you the We work hard to ensure we autonomy to do that.” have a sustainable and efficient supply chain from farm to front counter. It’s hard to overestimate the Our responsibility to protect UK importance of the supply Case study farming is summed up in our Farm Forward policy (see p 5). We aim to source many of our ingredients locally: all of our and distribution team to our business. For every visit to McDonald’s, there’s an enormous amount of beef comes from British and behind-the-scenes work Irish farms and all our pork, that has gone on to make organic milk and free range sure our products are of eggs are British. consistently high quality. Our approach is long-term. Because we work so We have a five-year distribution collaboratively with our strategy, which looks at things suppliers, the team is like improving packaging quality relatively small – but and reducing our CO2 emissions they’re responsible for a throughout our distribution massive £820 million part chain. McDonald’s is growing of our business. at a great rate, and we need to adapt accordingly. For example, The team have a variety we’ve introduced a system for of skills and come from recycling the cooking oil in our a range of backgrounds. restaurants – it gets used as Some joined as graduates; bio-diesel in our trucks. others worked their way up from our restaurants. Our supply chain team is 25 Many, like Chris, have strong and we’ve got a good worked in logistics for mix of people from different other organisations. commercial backgrounds. Some have worked for If you’re a graduate who’s supermarkets; others are forward thinking, resourceful food technologists, or have and interested in complex farming backgrounds. challenges, one way of getting involved in logistics You definitely have to be is via our one-year industrial financially savvy, and you need placement scheme. You can a real understanding of products find out more about this at and processes. But common mcdonalds.co.uk/people London sense is really important as well. Chris36
21. THURROCK LEICESTER What our people say What our people say “The interactive tables, kids area and “When the restaurant is busy, the improved seating layout have made atmosphere’s electric. The crew areOur West Thurrock drive thru is more than a this a real family restaurant.” Urban street art has inspired our new-look Leicester fantastic and we get a real varietyrestaurant – it’s a peek into the future. We’ve added Market Square restaurant. We’ve given it a radicaliPads around the dining area, giving our customers makeover, with graffiti on the walls and lots of of customers. It’s fun and differentthe chance to browse, send emails or play games “It’s a fun place to be and work in, untreated timber, concrete and other contemporary every day.”while they enjoy their food and drink. And our and the makeover’s made it even better. materials. The makeover has gone down really wellinteractive Magic Tables have also proved a huge hit. with the local community in Leicester – and madeThey use innovative motion-sensitive technology to There’s a real team spirit and people the restaurant a more exciting and inspiring place “Leicester’s such a vibrant, multi-provide younger customers (and their families) with always help each other out.” to work. It’s definitely one of the stand-out spots cultural place. The new design reallya memorable and engaging dining experience. on the high street. blends in with its surroundings.” “The restaurant now looks very vibrant and colourful, and is a more “When I first saw the new design, welcoming place for customers.” I just thought ‘Wow’. It’s really fresh and up-to-date.” “The iPads and Magic Tables are excellent ideas, as children and teenagers enjoy “It’s a lot more vibrant in the store playing with them while they eat their now, and I think it’s made the meals. We’re definitely getting more customers a lot happier. I reckon regular customers because of them.” the team’s more motivated as well.” “The new design has given the restaurant “The atmosphere on shift is really a more modern and contemporary feel – lively and enjoyable.” and it’s easier to work in too.” 39
22. The qualifications we offerrange from a small but really THE QUALIFICATION HOW DOES IT COMPARE? WHO’S IT FOR? WHO AWARDS IT?useful course in personal money BTEC Certificate GCSE Grade B Students on our Edexcelmanagement, all the way in WorkSkills (Level 2) Work Inspiration programmethrough to a Foundation Degree. Certificate in Adult Literacy GCSE Grade D - G (Level 1) Any restaurant employee OCR (English) (Level 1 Level 2) GCSE Grade A*- C (Level 2) (especially Crew Members)But who awards thesequalifications – and what Certificate in Adult Numeracy (maths) (Level 1 Level 2) GCSE Grade D - G (Level 1) GCSE Grade A*- C (Level 2) Any restaurant employee (especially Crew Members) OCRare they comparable to?The answers are right here. Functional Skills qualification in English (Level 1 Level 2) GCSE Grade D - G (Level 1) GCSE Grade A*- C (Level 2) Any restaurant employee (especially Crew Members) City Guilds Functional Skills qualification GCSE Grade D - G (Level 1) Any restaurant employee City Guilds in maths (Level 1 Level 2) GCSE Grade A*- C (Level 2) (especially Crew Members) Managing Personal Finance GCSE Grade A*- C Any restaurant employee City Guilds (Level 2) (especially Crew Members) Intermediate Apprenticeship Five GCSEs Grade A*- C Any restaurant employee City Guilds in Hospitality and Catering (especially Crew Members) (Level 2) Award in Supervising Food A-level Shift Managers McDonald’s Safety in Catering (Level 3) Diploma in Shift Management A-level Shift Managers McDonald’s (Level 3) Advanced Apprenticeship A-level Shift Managers City Guilds in Hospitality, Supervision and Leadership (Level 3) Foundation Degree in Managing Foundation Degree Business Managers Manchester Metropolitan Business Operations University40
23. Our people are what make McDonald’s. We’re proud to have one of the most culturally diverse workforces in the UK. And whatever walk of life our people are from, they’re all driven by a desire to fulfil their potential. Our teams work really hard to ensure that all our customers have a great experience in our restaurants, every time they visit. And we offer great training and opportunities to help them succeed. If you’ve been inspired to find out more, pay us a visit at mcdonalds.co.uk/people McDonald’s Next steps42
24. A few of our partners We couldn’t offer all the training and opportunities we do without the support of our trusted partners. The McDonald’s Education Comapny In 2009 McDonald’s established Learndirect aims to transform City Guilds is the UK’s leading the McDonald’s Education Company the skills and productivity of the vocational awarding body. as an independent company working population, by using City Guilds partners with to ensure good governance of technology to bring people together McDonald’s to deliver our our Apprenticeship Programme. to work, share and learn online. Apprenticeship Programme and The aim of the McDonald’s Learndirect helps our people also supports us with their Education Company is to support improve their literacy and numeracy expertise and quality assurance. high quality education programmes skills through online learning. for all our employees; improving their skills and widening their opportunities. Sector Skills Councils are McDonald’s has partnered Plotr is an inspirational online independent and UK-wide with Manchester Metropolitan careers portal that gives young organisations led by employer University (MMU) to offer our people aged 11 to 24 years old demand for skills systems in a Business Managers a Foundation a one-stop careers solution. particular industry. People 1st Degree in Managing Business It provides young people and is the Sector Skills Council for Operations. MMU awards this their teachers with trustworthy, hospitality, passenger transport, Foundation Degree, which up-to-date careers information travel and tourism. is delivered and assessed linked to industry, education and by McDonald’s. local communities. McDonald’s is a founding member of plotr. The National Apprenticeship The Skills Funding Agency The European Social Fund is Service has end-to-end is a partner organisation of one of the EU’s Structural Funds, responsibility for apprenticeships the Department for Business, set up to reduce differences in in England and is the government Innovation and Skills. It funds and prosperity and living standards body that helps companies regulates adult further education across the EU, thereby promoting and organisations understand and skills training in England. economic and social cohesion. and support the government skills strategy.44
25. mcdonalds.co.uk/peoplePrinted on 100% recycled paper. The pulp used in this productis bleached using a Totally Chlorine Free process.