Welcome to KFC Management Interview Pack

KFC’s History

Originally founded by Colonel Harland D.

Sanders in the 1950s, KFC is the world’s

largest chain of chicken-based quick

service restaurants. The Colonel famously

found a way to combine 11 herbs and

spices with flour to create a unique and

delicious taste, and to this day, the secret

recipe is only known to a handful of

people and remains locked away in a

vault in Louisville, Kentucky.

We first came to Britain 50 years ago.

Today we are a billion dollar business

which encompasses over 840 stores and

altogether we employ over 24,000

people in the UK.

Our overall vision is to “create moments

of joy that make life so good” and our

strategic goals are to double our business

every 5 years and to be THE exporter of

talent, innovation and systems.

We are proud to have received a

number of accolades in recognition of

our commitment to our employees,

including Britain’s Top Employer 2012,

2013 2014 and 2015 along with the Great

Place to Work award since 2009.

KFC’s Vision & Mission

Last year we launched our new five

year strategy, for how the business will

look on Day 1 of 2020 and it is a

strategy we are extremely proud of.

Made up of three strategic

components “A Brand Loved by the

Nation”, “Every Mood, Every Time,

Everywhere” and “Efficiently”, our

overall vision is to be “The UK’s #1, Big

Hearted Restaurant Company”.

Who are Yum! Brands?

KFC is one of the 3 brands operated by our parent

company Yum! Brands along with Pizza Hut and

Taco Bell. We are the world’s largest restaurant

group- in fact in November 2013 we opened our

40,000th restaurant.

Yum! Brands isn’t your average Fortune 250

company. We like to do things a little differently.

From our world-famous culture of fun and

recognition to our focus on your career potential

Creating a culture of Success & Recognition

At KFC we are passionate about being the company where people can grow and develop, a

sentiment that is at the heart of our How We Win Together Principles. We believe that we can coach

and support every individual to grow to their full potential (Believe in All People) and of course Build

Know How; “we grow by being avid learners, pursuing knowledge and best practices inside and

outside our company

.

Recognise, Recognise, Recognise

Our recognition principle is the bedrock upon

which we build our culture and we really think it

is what makes our business unique and special.

Recognition takes the form of major events

such as an annual conference to celebrate the

achievements of the best performing RGMs,

but it is also expressed in more informal ways

too.

Recognition has become so big and important

to us that we know it is a reason people stay

and grow their career at KFC, and a reason

people cite when asked why they wanted to

join our team

People Promise

Our fantastic new Employee Value Proposition

(EVP) launched this year – referred to as the

People Promise. Put simply our People Promise sets

out our commitment to all of our employees. We

have deliberately kept the People Promise simple

and believe it captures the essence of the KFC

culture – At KFC you can BE YOUR BEST SELF, MAKE

A DIFFERENCE and HAVE FUN! The People Promise

is central to heling us grow and embed our

already great culture. As such, when we are

recruiting, we are looking out for people that will

actively embrace and support this commitment

Leading with Heart

Leading with Heart is our first global

leadership programme that is being

rolled out to 1,300 employees across

the UK – not only the first time that

the UK has done something like this,

but we are also the first country

within Yum! to lead this global

implementation. It has been

developed in partnership with

Heartstyles- a global consulting firm

that measures and transforms

organisational culture, people and

leadership.

Overall it will allow us to step-change

the way that we lead our business

and our restaurants – more engaged

leaders leading more engaged

teams helping KFC to become the

UK’s Number 1 Big Hearted

Restaurant Company.

The UK’s Number 1 Big Hearted Restaurant

Add Hope

KFC UK has been supporting the World Food Programme to tackle

hunger overseas for many years and this will continue with the goal to

raise £1000 per store. Add Hope is our new umbrella programme that

brings together our work to tackle hunger overseas through WFP and

closer to home through our new food donation programme. As part of

the Add Hope launch in 2015 we also decided to create a UK and

Ireland-based programme working directly with regional children’s

charities. Following feedback from our team members we are also

supporting vulnerable children in every region across the UK and

Ireland, with all team members able to vote for their preferred local

children’s charity to support

Your KFC, Your Future

At KFC we are passionate about being

the company where people can grow

and develop, a sentiment that is at the

heart of our How We Win Together

Principles. We believe that we can coach

and support every individual to grow to

their full potential (Believe in All People)

and of course Build Know How; “we grow

by being avid learners, pursuing

knowledge and best practices inside and

outside our company”

We understand that not everyone

automatically sees the quick-service

restaurant industry as their first choice of

place to build a career, and we want to

do everything we can to dispel that myth

by offering amazing development

opportunities. We promoted an incredible

1,500 people across the business last year

and are likely to exceed that figure this

year.

KFC Degree Program

Our Assistant and Restaurant Managers

have an amazing opportunity to study for

a pioneering Business Management

Honours Degree programme in the

hospitality industry and is one we are

extremely proud to offer. The degree

programme is delivered in partnership

with DeMontfort University in Leicester and

co-funded by KFC and the student.

“Each year KFC takes a cohort of around

20 students onto the programme and

contributes 50% of the tutor fees and ALL

of the travel and accommodation costs.

Students complete 17 days per year at

the university and receive dedicated

tuition from the University’s top lecturers.

Fees are taken as a monthly cost from the

student’s salary for the 3 year

programme.”

Sue Wigley

Education & Development Manager

Retail Management Scheme

Our Retail Management Trainee Scheme is a one year

scheme for recent college leavers to become Assistant

Restaurant Managers allowing them to continue their

education whilst starting their career.

Apprenticeships at KFC

At KFC we see training and education as a

way for our business to positively impact the

lives of our Team Members and society as a

whole. We offer Advanced Apprenticeships in

hospitality management and our

Apprentices are supported with regular

coaching and development sessions with

their line manager and a Regional

Apprenticeship Specialist.

To date we have over 400 qualified

apprentices, 70% of these have been

promoted still further within the business. There

are a further 650 on the programme and we

are committed to enrolling a further 300- 400

employees to the scheme each year. Building

on this success, we have introduced an

Intermediate Apprenticeship Scheme in

hospitality services. There is a clear strategy to

rapidly expand and develop the programme

and we aim to deliver 5,000 apprenticeship

places across both levels over the next 5 years.

Retail Management Trainee Scheme

Training & Development

At KFC, we have one of the best in-house training programmes in the industry Crafted from years of

experience, and a bit of the Colonel’s secret recipe for success, our programmes give you the keys

to unlocking a big career in the restaurant business.

Learning Zone

Learning Zone is your very own online portal to all the training and

development we have available at KFC. It is the one stop shop for everything

from on the job training to language skills.

Learning Zone will host your first KFC Induction experience where you will

learn the theory behind our three different sections, Back of House, Middle of

House and Front of House.

Restaurant Training Snapshot

Our Success Routine Training Plan aims to support the development of your management skills and

illustrate to you how to Build Great Teams and drive Restaurant Excellence.

Your success in KFC will be driven by the Accountability you take and this structured routine will guide you

in how to lead your own learning, deliver operational standards and achieve “Executional Excellence”

during and after your training. KFC’s Development Programs set a hands-on learning experience which

will help you to achieve your targets and to succeed in your future role.

LAS – Leading a Shift

A deep dive into a 12 week fun filled and exciting leadership course with a 3 pronged

approach!

Anyone can be a manager of a process! But do you have the skills and behaviours to

drive our unique Culture and combine this with your own leadership style? Well that is

what we going to cover in LAS as many of our team members step into their first

experiences of leading a team.

Even if you are coming in externally with management experience, at LAS you are going

to get first-hand experience of what our great culture is all about and why we are

renowned for having world class training.

LAR- Leading a Restaurant

You will embark on one of the most rewarding but challenging 12 week training courses

of your career. At KFC we want all our ARGM and RGM to not just run our restaurants but

we want them to “run them like they own it”! We want you to GROW our business and

ensure our team are coming along for the ride.

We are going to challenge you in this 12 week process around your Business acumen,

leadership and coaching style whilst giving you the skills or develop existing skills to

become real business leader! Profit & loss, Deployment, recruitment and Human

resources are just some of the elements we will explore in LAR.

Assistant General Manager Details of the key job functions

What would you be doing? As an Assistant Restaurant General Manager for KFC, you will assist the RGM in the day

to day management and leadership of the team. You will supervise shifts to ensure

that sales, profitability and standards are maximised and all Company policies and

procedures are followed. You will proactively coach and support the team at all

opportunities.

Key job functions include:

Customer

Create a customer focused environment which is appealing to KFC’s

diverse customer

Manage all customer complaints in line with company policy, escalating

issues to Area Coach, where appropriate.

Assist the RGM in rigorous completion of period restaurant evaluation

Action Plans, completing actions in a timely manner.

Regularly review customer experience reports. Develop and

communicate a period action plan, utilizing relevant company tools to

ensure the restaurant is consistently achieving the company standard.

Support and assist the RGM in follow up on any issues arising from EHO

audits; following plan to ensure action is taken in a timely manner.

Ensure that litter patrols are carried out as required on each shift

Ensure that restaurant cleaning plan/rota is adhered to

Sales

Through exceptional operational standards and a ‘maniacal’ approach

to customer service, consistently seek to maximize the sales in your

restaurant. Set and communicate Bold Sales Goals to the team, striving

to consistently exceed sales targets.

Understand your local competition and assist your RGM in increasing

visibility within the local community to ensure awareness of any common

issues, competitor activity or forthcoming events that may impact your

business.

Support and assist your RGM in Building Know How of surrounding KFC

restaurants, sharing best practice across area and region.

Develop a strong sales culture in your store, setting team members and

team leaders clear sales targets for every shift.

Manage team member incentives and drive regular recognition in store.

Points of sale to be up to date at all times and team trained on all new

products enabling them to drive sales.

Profit

Support and assist your RGM in maximizing the profitability of the

restaurant by understanding and controlling all restaurant costs (e.g.

labour, food). Monitor daily, weekly and periodically to ensure

alignment to AOP targets.

Support and assist your RGM in the development of a strategy to

maximize profitability of your restaurant, regularly reviewing and

adapting in line with business needs. Accurately forecast sales and

labour to reflect trends and promotions.

Actively utilize system reports and company tools to guarantee 100%

product availability, investigating and following up on all discrepancies.

Assist the RGM in completing weekly labour schedules to ensure all shifts

properly staffed/managed and ensures that labour costs are in-line with

budget

Complete all shift/daily paperwork and assist the RGM in the completion

of the weekly and monthly paperwork

Ensure that the correct level of supplies are ordered, deliveries checked

and that stock levels are monitored on a daily and weekly basis and any

discrepancies fully investigated and reported

Ensure that the correct volume of product is prepared to meet the level

of business and that the product control sheet is accurately maintained

Ensure that all cash handling and in-store banking procedures are

adhered to at all times

General

Deputise for RGM when required, completing relevant tasks e.g.

Accurately complete management schedules one month in advance

and submit to Area Coach.

Ensure that any problems that you cannot deal with are referred to the

RGM or AC, if RGM unavailable

Details of the person brief

Who are we looking for?

Experience; Those who have previously joined us as Restaurant General Managers

and Assistant General Managers have come from all kinds of backgrounds, from

supermarkets and pubs, to high street retailers and banks. We look for pace of

progression, breadth of exposure, tangible breakthrough results, ambition and a desire

for career progression.

The Ideal candidate; will be an ambitious leader with a proven track record of:

Driving sales growth

Great passion and positive energy

Quick career progression

Strong retail management experience

Positively impacting their business

Commercial decision making successes

Demonstrating a strong sales focus

Understanding P&L

Providing coaching and support to a diverse team

Basic knowledge of disciplinary and grievance processes

Fantastic people development

Strong communication skills at all levels

Achieving great results in the right way

“After joining the company from University as a Restaurant General Manager I had total

accountability for my own busy restaurant whilst also developing a great team. During my

time in restaurant I received great rewards and recognition along with qualifying for a

fantastic bonus scheme.

I have received lots of development throughout my career such as my coaching skills and

leadership style so not only did I have the opportunity to be a great leader in my restaurant

it also enabled me to progress into the role of Operations Implementation Manager within

our Restaurant Support Centre which I’m in today. The sky is the limit for me at KFC!”

Natalie Jones, Operations Implementation Manager

What can we offer you?

Reward, progression and lots of recognition

A career with KFC offers much more than just fantastic earning potential. We reward

hard work and achievement with amazing incentives and benefits, including;

Competitive salary

25% staff discount

Quarterly, performance-related bonus

Comprehensive training

Excellent career advancement opportunities

Life assurance

Pension contribution scheme

Income protection scheme

Enhanced maternity pay

Childcare vouchers

28 days holiday (inclusive of bank holidays)

Increased holiday entitlement (dependent on years of service)

Employee discount booklet

Pick n Mix Benefits to convert them into your very own benefits plans that

unique to you options including gym membership, health screening and

travel insurance

KFC is also a very sociable company and we strive to incorporate our company value

of fun whenever we can. Our teams regularly enjoy nights out with their colleagues-

including pay day drinks and each year we organise a big Christmas party to

celebrate the successes of the year.