2013-14 Prospectus

McDonald’s

A 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 30

CASE STUDIESFRANCHISEE 32HUMAN RESOURCES 34LOGISTICS MANAGER 36

RESTAURANT PROFILES THURROCK 38LEICESTER 39

QUALIFICATIONS 40NEXT STEPS 42PARTNERS 44

Contents

02

Every year, we invest over £40 million in developing our people. As a result, all of our 90,000 employees are given the opportunity to achieve a broad array of qualifications with us, many of them nationally recognised.

Our managers run restaurants with multi-million pound turnovers, employing between 80 and 150 people. And the majority of them run restaurants in the local communities where they started as crew.

However you begin your career with us, one thing is for sure: at McDonald’s, you’ll be offered a wide, diverse range of training and opportunities.

That’s why we take our responsibilities to them very seriously. And why we aim to attract and retain talented individuals. We want to hire people with the right attitude and qualities to fulfil their potential. People who can stand out from the crowd and deliver the high standards of quality, service and cleanliness expected in our restaurants.

I’m particularly proud of the development opportunities we offer. Everyone has the chance to climb our tried and tested career ladder, or use their experience with us as a springboard to other things.

Jill

McD

onal

dCE

O

“ We invest over £40 million a year in developing our people.”

At McDonald’s we recognise that our people are our greatest asset.

A word from our

Ronald McDonald House Charities

Our charity of choice for over 20 years, Ronald McDonald House Charities (RMHC) supports families with children in hospital, by providing free accommodation just a stone’s throw from their child’s ward. There are over 450 rooms available nationwide and families can stay for as long as they need to – whether it’s two days or two years.

The charity’s biggest source of income comes from the collection boxes in our restaurants, through which customers give millions of pounds each year.

Litter picking We’ve been running litter

patrols since 1982. Our litter pickers walk around 150,000 miles every year – that’s the same as walking round the world six times.

Being green We’ve put sustainability at the

heart of our business plan. And the bright ideas and hard work of our people have helped us to start making a real difference.

• Our used cooking oil is recycled and turned into biofuel to power our delivery fleet.

• 15,000 tonnes of our waste is turned into electricity every year.

• We’re working to cut carbon emissions from our beef farms with a pioneering initiative run by the E-CO2 project.

Farm Forward We really value our farmers

which is why we launched the Farm Forward initiative in March 2012. It aims to create a secure future for British and Irish farming by helping young farmers into the industry, as well as supporting existing farmers.

Good Neighbour Giving something back to local

communities is something we’re passionate about.

Football focus As the Official Community

Partner of the four UK Football Associations, we’ve helped raise standards in over 6,000 local clubs and created over 20,000 new football coaches. Many of our individual Business Managers and Franchisees have played a big role at grassroots level, by sponsoring and supporting their local teams.

In 2012, we combined all our football activities into one programme, McDonald’s KickStart. It offers once-in-a-lifetime experiences for young players and celebrates the heroes of grassroots football through special Community Awards – to find out more, go to mcdonalds.co.uk/kickstart

We’re committed to improving and celebrating football whenever possible – we’ve even got our own internal tournament, the McDonald’s Cup.

Good Food We always strive to serve

our customers high quality food that’s locally sourced whenever possible.

• In 2011, we spent over £320 million sourcing quality ingredients from Britain and Ireland.

• 100% of our beef is British or Irish.

• We use 100% chicken breast meat in our chicken products.

• All our fish has been sustainably sourced since 2001.

• All of the eggs used across our entire menu are free-range (and have been for ten years).

• We won’t work with any supplier who doesn’t comply with the animal welfare standards required by UK and EU legislation.

04

McDonald’s is at the heart of hundreds of communities across the UK. Not only do we employ over 90,000 people across our restaurants and in head office, but we also work with hundreds of suppliers and over 17,500 British and Irish farmers.By working together, we can make a big difference in lots of ways.

Good People Everyone who works at McDonald’s has the opportunity to take part in structured training, whether that’s in customer service, team work or financial management. We believe these skills will serve them well, wherever their career takes them.

QualificationsMany of the training programmes we offer lead to nationally- recognised qualifications, ranging from certificates in maths and English to Intermediate and Advanced Apprenticeships. And thanks to our work with Manchester Metropolitan University, our Business Managers can even study for a Foundation Degree. There’s more information about the qualifications we offer on pages 40-41.

Many of these training programmes are available online. And the ourlounge portal gives staff access to training, news and information, wherever they are.

ApprenticeshipsFrom June 2013 the school leaving age will rise to 17 (and in 2015 it will rise again, to 18). This means that every single 16-year-old in full-time employment will need to be undertaking a recognised training programme.

Our Apprenticeship programme is perfect for young people who prefer a more vocational approach to their education. It lasts a minimum of 12 months, and at the end of it our Apprentices have a qualification that’s equivalent to five GCSEs (Grade A*-C). In October 2010, Ofsted awarded the programme a ‘good’ overall rating, with several areas achieving the top ‘outstanding’ rating.

Our Apprenticeship programme is a great way of mixing paid work with further study – you can find out more on pages 14-15.

Making connectionsWith youth unemployment at around a million, anything we can do to help young people is worth doing. So in addition to the training and qualifications we offer our people, we’re also working with schools and third parties to improve careers information.

Research has shown that if a young person has experience of the world of work while they’re at school, they’re three times more likely to move on to further or higher education, training or employment.

With this in mind, we’ve developed a suite of educational materials available for our Franchisees to use in secondary schools and colleges. These are aligned to the curriculum and are designed to help bridge the gap between the world of work and the classroom.

We also take part in a number of shows and work fairs across the country that give young people the chance to meet our teams first hand.

Work Inspiration Our Work Inspiration programme brings young people into our restaurants for ten days, and gives them an insight into what it’s like to work at McDonald’s.

Students can apply for a placement online at mcdonalds.co.uk/people – but it’s worth applying early as demand is high.

Plotr We’re proud to support plotr, a new careers site than gives 11-24 year olds access to good careers information. It’s a great place to find inspiration about all kinds of jobs.

Find out more at plotr.co.uk

Training and developing our people has been at the heart of what we do throughout the 39 years that we’ve been in the UK. We believe the investment we make in our people is good for them, good for our business and ultimately good for our customers.

Almost 90% of our staff said they’d recommend working at McDonald’s to a friend.

McDonald’s is one of the largest employers of young people in the country – and we’re often their first introduction to the world of work.

07

“ There’s not really a stereotypical McDonald’s employee.”

Alicia, Crew Member

“ There’s always been a clear path to the next challenge.”

Jon, Franchisee Consultant

“ In terms of great training … you can’t get much better.”

Ash, Crew Trainer

“ The opportunities I’ve had are there for everyone.”

Christiaan, Operations Consultant

“ People don’t realise just how much you can get out of McDonald’s.”

Andy, Shift Manager

“ I’m now someone who gets involved in the community.”

Alex, Business Manager

08

What our

say

CAREERPATHOur

WORKINSPIRATIONQualificationBTEC Certificate in WorkSkills (Level 2)

CREW MEMBERQualificationCertificates in Adult Literacy and Numeracy (Level 1 & 2)

APPRENTICEQualificationIntermediate Apprenticeship in Hospitality and Catering (Level 2)

CUSTOMER CARE ASSISTANT

CREW TRAINER

SHIFT MANAGERQualificationDiploma in Shift Management (Level 3)

Award in Supervising Food Safety In Catering (Level 3)

First Aid at Work

TRAINEE MANAGER

ASSISTANT MANAGERFirst AssistantManager &Second AssistantManager

BUSINESS MANAGERQualificationFoundation Degree in Managing Business Operations

Con

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Man

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OPERATIONS& FRANCHISEECONSULTANTS

12

Crew Members are the backbone of our restaurants. They’re the people who serve our customers, help prepare food in the kitchens and generally create a welcoming environment.

For most people, they’re the face of McDonald’s. So friendliness, a cool head and a can-do attitude are vital.

Alic

iaTr

ent B

ridge

Job role #1

There’s not really a stereotypical McDonald’s employee. We’re all different, which is what makes it so interesting. I also think it’s important for the customer – they want to be served by someone who’s being themselves. Some people may think it’s a mindless thing to do, but it’s really not. It’s fast-paced and you need to concentrate on what you’re doing. Plus you’re on your feet a lot, which energises you.

People personYou need to be good with people: both the team you work with and the customers you’re serving. And you need to be really organised.

It’s really important to be happy as well. Smiling is what makes the experience good for the customer. And that’s what it’s all about.”

“I decided to get a job at McDonald’s while I was sitting in a McDonald’s! Everyone looked really busy, which is important to me. And then I did a bit of research which only made me want to work there more. There are lots of benefits and opportunities; the Apprenticeship and things like that.

At the moment I’m doing my AS-levels. If I do go on to university, I want to apply to whichever McDonald’s is near.

Being myselfYour shifts are really flexible and you can change them for times that suit you. If you’re doing your exams you can tell your Shift Manager you need to change your number of shifts, which is why I think it’s a great job as I carry on studying. I can be myself and do the things that I need to do to get where I’m going, and McDonald’s fits in around that.

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, M&S and HMV.

You’ll need to have a knack with people and be able to thrive in a busy environment. Customer service skills and a positive attitude are essential.

Key SKILLS

Crew Members get the chance to build on their training by taking an Apprenticeship (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. Over 90% of our managers started out as Crew Members, so there’s real potential to progress.

MOVING UP

A qUIcK LOOK

Crew Members are responsible for three key areas: customer service, food preparation and cleanliness. Our restaurants are fast-moving places, so you’ll probably end up doing a variety of things each day.

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.

hOw tO tAKe PArt

14

Our Apprenticeship programme is a fantastic opportunity to study while you work. By completing the programme, our Apprentices gain a qualification that’s equivalent to five good GCSEs (A* to C grade).

If you’re highly motivated, it’s a great way to deepen your understanding of our business – and boost your career prospects.

Job role #2

Nath

anCa

nter

bury

It’s also built my confidence. When I started at McDonald’s I wouldn’t talk to people I hadn’t met before – now I’m comfortable having a bit of banter with anyone.

Rewarding effortAs long as you’re willing to put in the effort and the hours you get rewarded. It’s down to hard work and just being dedicated, really.

I recently won the regional heats of the National Apprenticeship Awards, which is something McDonald’s entered me for. I went to the O2 in London, and got a certificate and award – plus a year’s cinema pass. I’m now through to the national finals. It was amazing for my hard work to be recognised like that.”

“My family’s from Whitstable, but between the ages of 13 and 18 I lived in Spain. When I came back to Kent, I had no qualifications and needed a job.

McDonald’s was my top choice of places to work, as a mate of mine told me I could get my maths and English qualifications while working. I started off as a Crew Member and took the Apprenticeship as soon as I could.

The restaurant I work in now is one of the busier ones, but I kind of like it when it’s really busy. Everyone’s motivated and helpful. The attitude is ‘Let’s get the job done’, which is great.

Looking forwardDoing the Apprenticeship has definitely been a stepping stone to a career, whether I stay at McDonald’s or not. Since I was a kid I’ve wanted to join the Armed Forces. If I do apply one day, my maths and English qualifications will definitely be an advantage.

In addition to your day-to-day duties, you’ll need to keep an Apprenticeship Diary up to date and study in your spare time. Some of the English, maths and ICT elements of the Apprenticeship 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.

reSPONSIbILItIeS

A qUIcK LOOK

Our Apprentices work in our restaurants while studying for a nationally-recognised qualification. It’s called the Intermediate Apprenticeship in Hospitality and Catering and includes sections in English, maths and ICT. And it’s worth the same as five GCSEs at A* to C grade.Apprentices learn about customer service, food preparation and the importance of keeping things clean. They also find out about the business and what we do for local communities and the environment.

As well as gaining a nationally-recognised qualification, Apprentices can get a wide range of benefits – including money off at over 1,600 retailers.

beNeFItSWe’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.

hOw tO tAKe PArt

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.

Key SKILLS

hOw It wOrKS

16

Everyone who visits our restaurants should feel welcome, and this is where our Customer Care Assistants have such an important role to play.

They work in the dining area to make sure all our customers are having a good time, whether that’s by chatting to them, or making sure everything’s spotless.

Job role #3

Tash

Catte

rick

Garri

son

If you’re an outgoing person who enjoys working with people then this is the job for you. There’s a lot of help and training, but you do need to have a bubbly personality and be relaxed talking to people you don’t know.

We’re like a big family in our restaurant. You wouldn’t think there was an age difference of twenty years between some people; it doesn’t matter what age you are or where you’re from. It’s a really friendly place to work.”

“I first worked for McDonald’s 23 years ago. After a few years I left to join the army, and then went on to start a family. My husband’s still in the army and he gets posted all over the UK.

Coming back to McDonald’s made a lot of sense because it really fitted in with our family’s lifestyle. There are restaurants all over the country, so I can get transferred to another branch if we need to move and not have to start again.

Plus there are plenty of shifts– it’s not a nine-to-five. Ourrestaurant is open 24 hours a day, so I can fit my job around school hours and not work during the holidays. They’re very considerate; they always say the family comes first, so if something does come up at short notice most of the time someone will cover a shift for you.

Rewarding roleI used to be a Crew Member, 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.

The number one skill you’ll need is the ability to read people. We’re after friendly and approachable types who don’t mind rolling their sleeves up and helping out customers. A lot of families with young children pay us a visit, so a knack for face painting would also come in handy.

Key SKILLS

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.

MOVING UP

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.

hOw tO tAKe PArt

A qUIcK LOOK

Customer Care Assistants make sure our dining areas are inviting places to be. To do this, they chat to our customers and keep things clean and tidy. If there are any spillages or messy tables, they’ll sort things out.

18

Our Crew Trainers do far more than just show new starters the ropes or check their work. They provide inspiration to our Crew Members and Apprentices, helping them become the best they can be.

If you’re highly motivated and great at coaching people, this could be your first step towards a management role.

Job role #4

Ash

Oxfo

rd

We eventually found one, and I’m a pretty good balloon modeller. So I made the boy a blue dog. His mum wrote in to thank us, which was great.

Good skillsI’d worked at McDonald’s when I was at school. After I’d finished college I applied to work for them again, because I wanted to develop my management skills.

In terms of great training and being able to work with a diverse group of people, you can’t get much better than McDonald’s. And it’ll stand you in great stead for whatever it is you want to do.”

“I work at the Botley Road branch, a beautiful place that used to be a little pub. We’ve got all kinds of people working here; from 16 year-olds starting out on their first job, to older people who want to do something for a day a week.

It’s a really supportive environment. If you want to train in customer services, hospitality or catering, you can’t really beat it. The training is really well structured and we’re very welcoming to new starters. We all remember what it’s like to come into the restaurant on day one.

Getting inspiredI love to inspire people to do a better job. There’s nothing better than being able to look at someone and say, ‘I trained them – and they’re really good.’

It’s the little things that make 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 the cellar – everywhere.

There are lots of great benefits available, including employee discounts at high street stores and performance-related bonuses.

Working at McDonald’s is about being organised and enthusiastic. Brilliant people skills are really important too, as is an eye for detail.

Key SKILLS

This is a great chance to shine and show you’ve got the skills and drive to become a manager. That’s what many of our Crew Trainers go on to do.

MOVING UP

A qUIcK LOOK

Crew Trainers look after a team of Crew Members and Apprentices, helping them pick up the skills needed to work in every part of the restaurant. It’s a role where you lead by example, which means spending a lot of time on the restaurant floor. You’ll need to be a dab hand at making a Big Mac, and an expert at making customers smile.

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 our Apprenticeship programme.

hOw tO tAKe PArt

20

Shift Managers are the people who run our restaurants on a day-to-day basis. They’re responsible for everything from keeping the kitchen stocked to keeping the team motivated, so that every customer gets the great service they expect.

It’s not a role for wallflowers, or people who like to do one thing at a time. But for ambitious Crew Trainers, it’s a rewarding next step.

Andy

Bury

St E

dmun

ds

Job role #5

Olympic buzzOne of my proudest moments was working at the Olympics. I got to hear the buzz of the aquatics centre on my way to work and I even caught some events. I saw Jessica Ennis and Usain Bolt competing – the atmosphere was electric.

Before the Games I was selected as one of the Olympic torchbearers, because I do a lot of volunteering in my spare time. So I decided to bring the torch into work one day so people could have their picture taken with it. There was a queue of people snaking out of the restaurant – in the space of an afternoon we’d raised £200 for Ronald McDonald House Charities.

People don’t realise just how much you can get out of McDonald’s. You can get qualifications and learn practical skills like hospitality, or even do your bit for the environment. There’s something for everyone.”

“My parents are unable to work and I’m their primary carer. So when I started at McDonald’s seven-and-a-half years ago, I needed a flexible job that would help me to support them – as well as allowing me to save for uni.

Working shifts means that if I need to go home and care for my parents for a few days, I can. It wouldn’t be the same if I had a standard nine-to-five job.

Making a differenceIt’s flexible in other ways, too. You can really focus on your area of interest. For instance, a lot of Shift Managers work towards becoming a Planet Champion, which means they look for ways to improve the energy efficiency of the restaurant. But anyone can get involved. A group of 80 or so of us recently walked along the coast, cleaning up the beaches.

We do Christmas cards for our regulars, because without them the business wouldn’t be the same. One woman’s 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.

Being good with all kinds of people is a must. And it can get pretty busy in our restaurants, so a cool head is vital. You’ll need to be very practical, but able to focus on the bigger business picture. It’s a challenging mix.

Key SKILLS

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.Do well as a Shift Manager and you’ll be well-placed to move on to more senior management roles.

MOVING UP

A qUIcK LOOK

Shift Managers have to keep an eye on everything during a shift; including food safety and service times. They’ll deal with queries from customers and make sure that staff have everything they need to ensure a great customer experience.

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.

hOw tO tAKe PArt

22

The Trainee Manager Programme is a fast-track to running a multi-million pound restaurant. It’s open to graduates or people with a background in business.

Once they’ve completed the initial programme, our Trainee Managers then start off as Assistant Managers – but if you’ve got the drive and ambition, there’s no limit to how far you can go.

Job role #6

Sam

my

JoSt

ockp

ort

It’s more of a lifestyle than a job, and there are loads of chances to try new things. We do a lot for charity, which is something I always wanted to get involved in. I put my name down for a charity bike ride, even though I didn’t know how to ride a bike! I did about 15 miles with loads of people from other restaurants.

New opportunitiesI’d never been to London before I started at McDonald’s; now I’ve been lots of times on various courses. I’m always meeting new people from across the UK and learning different things all the time.

In five years’ time I’d like to be managing a big, busy restaurant. I just feel comfortable working here and I love the team spirit.”

“While I was doing my psychology degree, I went along to a careers fair and discovered McDonald’s. It’s not a regular office job, plus you’re working with people and solving problems every day. It was right up my street.

From the very first interview, I got to spend time on the restaurant floor. It was a real challenge, but I got a taste for it there and then.

Learning fastIn just a few months, you learn what people have spent 10 years practising. Luckily everyone was really friendly and helpful from the start. They’re really keen to teach you things, even though a bit later you’ll be teaching and managing them.

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.

We’re after people who can roll up their sleeves and get involved. You’ll need to be a really quick 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.

Key SKILLS

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.

MOVING UP

From day one, Trainee Managers are on the shop floor learning how the business works. One minute they’re serving customers, the next they’re learning about stock control.

A qUIcK LOOK

whAt It’S LIKe

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.

hOw tO tAKe PArt

24

In terms of hands-on experience running a successful business, being an Assistant Manager is hard to beat.

They support the Business Managers in every aspect of operating a restaurant. So as well as helping with recruitment and training, the role involves managing budgets and planning for the future. It’s the perfect launch-pad for more senior management roles.

Kelly

Berw

ick-

upon

-Tw

eed

Job role #7

Rapid progressI went from Crew Member to Second Assistant Manager in just 11 months, which was pretty fast. It was amazing to be given the opportunity to progress in such a short space of time. That’s one of the things I like about McDonald’s – they help you realise your potential.

I did a business management degree in Edinburgh, and in my last year I studied logistics and operations. I’d like to go in that direction at McDonald’s – Operations Consultant would be my ideal job.

We get emails every couple of weeks advertising opportunities and secondments in different areas of McDonald’s. You can go and work in head office for a year or two and then take what you’ve learnt back to the restaurant. It’s a really good company to work for.”

“We’re like a little family in our restaurant and I’m like the mother hen. I’m always bringing in home baking. Brownies and cupcakes; they’re the things.

I like to lead by example. As long as you’re happy and doing the job the way you’re supposed to, then hopefully your staff will be doing it as well.

Record-breakingScheduling the rota can be a challenge. The team think I’m mad, but I absolutely love it. Over the summer we broke pretty much every record going because the scheduling was spot on – that was a great feeling.

To do well as an Assistant Manager you have to be really organised. Communication’s important too – you must work well with the person above you and be able to talk to the crew on their level.

As the title suggests, Assistant Managers help their Business Manager run one of our restaurants. It’s a varied role that includes responsibility for crew motivation, customer service and financial planning.

A qUIcK LOOK

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.

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.

Key SKILLS

Assistant Managers are involved in all areas of running the business, so the logical next step is to run your own restaurant.

MOVING UPWe’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. Or you might already be working for us and be looking to make the next step in your career.

hOw tO tAKe PArt

26

Business Managers are responsible for everything that goes on in their restaurant – from recruiting the right people to optimising profits. It’s a high profile role, and a great opportunity to let your leadership skills shine.

If you’ve ever wanted to run a restaurant, this is the job for you.

Job role #8

Alex

Lanc

aste

r

Giving backThrough my job I’m now someone who gets involved in the community. We organise litter awareness drives – we’ve just done one with local schools and the Boys Brigade. I had to write to the local MP and various councillors to get them behind it – it took a while, but it was totally worth it.

It’s definitely a rewarding job. When you go home after a busy shift or a long day you feel appreciated and that you’ve really achieved something.”

“Having worked at McDonald’s for 12 years, I’ve seen just how much people develop here.

In my time, I’ve promoted lots of people. You pass on your knowledge to them and you can see the results when they’re on the restaurant floor; the passion they’ve got for their job is great.

Spotting potentialThe right attitude is essential. You need to be a can-do person who wants to get on with things. A person who wants to learn. Some of the people we get in can be quite shy in the interview, but giving them a chance really helps them – and it’s rewarding for me as well.

I’ve grown as a person, too. This year, I got to do the Foundation Degree programme which took 12 months. I look at what I achieved and I think to myself: ‘McDonald’s has really done me a favour here.’

A Business Manager runs an entire restaurant. Each is responsible for a team of around 80 people and a business with an average turnover of £2 million. Making sure it stays profitable and well-run is ultimately down to them.They also play an important role in making our environmental and social initiatives a reality, by focusing on ways to make our restaurants more energy efficient and more involved in the local community.

A qUIcK LOOK

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.

Like all good leaders, our Business Managers need great communication skills and a knack for getting the best out of people. You’ll also need to be a brilliant multi-tasker.

Key SKILLS

Our Business Managers gain such brilliant experience that they can go on to become Consultants, or take up a secondment in head office.

MOVING UPWe’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.

hOw tO tAKe PArt

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Our Operations Consultants give strategic and practical direction to our Business Managers.

They work across a number of restaurants, helping each one plan and achieve their goals. Operations Consultants need to be great at building strong working relationships, without taking their eye off the long- term picture. It’s a big role, for strong personalities.

Chris

tiaan

Shef

field

Job role #9

Team effortMcDonald’s couldn’t really work without its people and its spirit. My role is to facilitate that. I like to keep the team involved in the big decisions and give everyone a chance to sit down and discuss where we’re going.

One of the best things I’ve ever done was running the restaurant near the Orbit tower during the Olympics. We served 5,680 breakfasts in an hour and set world records that will probably never be broken. Everyone who worked there should be proud – we showed the world what we could do.

I’ve got a pretty good lifestyle now and it’s because of my job. And the opportunities I’ve had are there for everyone who puts in the hard work.

If you show that you want a career in McDonald’s and want to go as high as you can, there will always be people who can help you.”

“I’m responsible for six restaurants in the Sheffield area, with about 750 employees and a combined turnover of around £23 million. It’s ideal for me, because I’m Yorkshire born and bred, and my restaurants are near where I live.

I started out as a Crew Member during my gap year. I knew where I wanted to be and realised I could get there really quickly with McDonald’s. Plus I loved the job and was getting paid.

EvolutionAn Operations Consultant makes sure the stores and staff evolve in the way our business has. Five years ago there was still that stereotype about the‘McJob’, but now we’ve startedto let people know what we’re about and how you can make a career here. When you look at the 100 best employers, McDonald’s is always on the list now.

The menu’s really changed too. We’ve added deli sandwiches and now have a wider range of options for our customers 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 all salaried McDonald’s employees, once you’ve worked for the business for ten years, you can take a paid eight-week sabbatical.

You’ll be providing leadership, advice and inspiration to some very busy managers. So if you don’t get on well with people, you won’t get very far.Great organisational skills are also important, as you’ll arrange your own work schedule. Being able to prioritise and multi-task is key too.

Key SKILLS

If you deliver results here, you could develop your understanding of the business even further via a secondment to head office.

MOVING UP

A qUIcK LOOK

Operations Consultants provide leadership to a group of restaurants, usually around seven or eight.They coach and develop the Business Managers, and make sure each restaurant is achieving its goals. They also work with opinion formers and the wider community to ensure McDonald’s plays its part in the local area.

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 record as one of our Business Managers.

hOw tO tAKe PArt

McDonald’s is also a great company for recognising and rewarding hard work. I started out as a Crew Member and there’s always been a clear path to the next challenge. They really encourage you to improve your skills through development and training. Anything’s possible here.

Proud winnerA few years ago I was picked to receive the Presidents’ Award – a global award that recognises all the hard work you’ve put into your career.

Only a few people from the UK win it each year and it’s presented to you by the CEO of McDonald’s Global over in Chicago. Winning it was one of the proudest moments of my life.”

“I see myself as a partner to the Franchisees. I’m there to provide support and advice – it’s a really collaborative role.

Currently I work with four Franchisees, who own a total of 19 restaurants. I spend the majority of my time with them. Sometimes they might need help adjusting their business structure; sometimes they want to hear someone else’s perspective or need a bit of reassurance. It’s different every day.

My ultimate aim is to see the Franchisees develop mature, growing businesses. If that’s happening then I’ve been successful.

People friendlyI’ve been a consultant to, or worked at, over 60 restaurants and the people I have worked with have always been fantastic. It’s something you really notice about McDonald’s.

I work with a very experienced team of consultants, who are great at offering advice to each other. Plus there’s really good support from other departments within the business. Having that help is key to doing my job effectively.

You must be a strong negotiator and good communicator to ensure the Franchisee’s objectives meet the company’s goals. But you’ll also need to be a good listener; someone who’s brilliant at providing support and encouragement.You’ll be working closely with some very motivated business people – so it’s essential you share their passion and drive.

Key SKILLS

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Our Franchisee Consultants are the main link between McDonald’s and the people who own and run most of our restaurants – our Franchisees.

They work alongside our Franchisees to build strong, profitable businesses that maintain the high standards our customers expect. So great commercial skills are essential.

A qUIcK LOOK

Franchisee Consultants act as the face of McDonald’s to our Franchisees, offering them advice and support. As well as helping to craft long-term business plans, they also assess the performance of each restaurant, to make sure standards and targets are met.

Jon

Derb

y

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.Franchisee Consultants also get a competitive pay and benefits package that includes a company car.

trAINING & beNeFItS

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 roles within McDonald’s.

MOVING UP

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 in restaurant management at McDonald’s.

hOw tO tAKe PArt

Job role #10

32 Anne

Leed

s

Anne had a successful and long-running career in IT, but had always wanted to run her own business.

Here, she explains how she made the switch from computers to catering, and talks about the opportunities and challenges that come with running three busy restaurants.

“There isn’t a typical day – that’s what I like about it.”

Case study

“When I was 18, I had my own market stall selling jeans and T-shirts that I’d bought from local factories. And I always said I’d like to do my own thing again one day. But I grew up during the rise of computing, and so for twenty years, I worked in IT.

I had a good career; it was pretty lucrative and the rewards and challenges were there. My thing was sales and operations and it was always quite a young, vibrant environment. At one stage I’d built up a team of about 50 sales people.

After I left IT, my first experience of franchising was running a lettings business. But I’d always seen McDonald’s as the number one franchise – so I applied to them and was accepted.

When you start out as a Franchisee it’s quite a long process. There are a number of interviews, with the ultimate one being a panel interview with senior people from the board. Then you actually work on the restaurant floor, starting out as a Crew Member. You’re there with your T-shirt and cap

on and you learn by experience. It gives you empathy with everybody. I can do all the jobs of all the people I employ, which I think is wonderful.

I run three restaurants now; two in Leeds and one in Wakefield. There isn’t a typical day – that’s what I like about it. I try and work at least a day a week in each of my stores and then do the odd office day from home. I’m very hands on; it’s a job for people who want to get stuck in and really build a business. You need to be committed to it 24/7.

The hardest and most rewarding thing is managing people. All in all, I employ about 220 people, and it’s about getting the best out of them.

I like a good balance of employees. We have a predominantly younger workforce, but my ideal is to have a few semi-retired people to provide a bit of a mix. We get people who are just passing through, who just want a weekend job, and we get people who see they can have a career with McDonald’s.

I’ve had a lad come through the Prince’s Trust where they help the unemployed. It needed someone like McDonald’s to give him a try. If you just looked at him on paper you wouldn’t have given him the opportunity – but he’s already progressed to Shift Manager.

Another member of my team has been accepted on the next Foundation Degree programme for Business Managers. It’s fantastic to see the development in people.

I also have someone who has a learning disability who works for me a few mornings a week. Because I look after such a large workforce I can afford to offer lighter duties to those who wouldn’t normally be able to work, which is a lovely thing to be able to do.

The beauty of being a Franchisee is that you are picking up a toolkit put together by people with lots of experience and knowledge. You add your skills and experience to that mix and hit the ground running.

It’s enabled me to have a much bigger business, much quicker.

McDonald’s are great to work with. It’s a partnership, and they are very supportive.”

Our Franchisees come from all walks of life.

While many of them have worked for McDonald’s or have run their own restaurants, anyone with a successful track record in business has the potential to do well.

The rewards can be substantial, but so is the commitment needed from Franchisees in terms of time and money.

If you’d like to join Anne in becoming a Franchisee, it’s a good idea to attend one of our Open Days. You can find out more about these – and about what franchising involves – by visiting mcdonalds.co.uk/people

Case study

Geneva came in to our Manchester office to do some temping 24 years ago. Today she’s helping to trial a new HR system that will soon be rolled out across the UK.

We asked her about the many changes she’s seen during her long career at McDonald’s – and about meeting Lord Coe during the 2012 Olympics.

34 Gene

vaM

anch

este

r

“From the day I walked in I was made to feel welcome.”

My current role also means I have to stay abreast of what other companies are offering their people, so we stay competitive as an employer. And we regularly review the needs of our employees, to make sure the benefits we’re offering are right for them.

A few years back, my colleagues elected me to the McDonald’s European Communication Council. Every year they have a meeting where people come together from across the continent to share ideas for best practice. I went to Amsterdam and Madrid and got to meet some fantastic people. It was a real privilege to represent the company like that.

Another high-point for me was working as a Games Maker at the London 2012 Olympics. I was chosen as one of the volunteers, and I helped out with the transport in Manchester. I got to meet Lord Coe and the Team GB football team. The whole thing was amazing.

If you want to build a career here, I’d say be a team player, be flexible and be calm. Most of all, be keen to learn – because there’s always someone willing to teach you and share their knowledge.”

Each member of our People team works hard to ensure we have the right individuals in the right roles, and that everyone is fully trained and rewarded accordingly. They do everything they can to help free-up our managers so they can spend more time with their teams. It’s one of the reasons McDonald’s is now regarded as one of the best employers in the UK. And it’s great for our customers, too.

For more information about the benefits of working with us, check out mcdonalds.co.uk/people

“I was testing the water to see if I could juggle looking after a family with work. So I went to a temping agency and they said, ‘We’ve got the perfect job for you’. I did two weeks of temping – and I’m still here today.

It’s the people that make it for me. We’re a team and we have respect for each other. From the day I walked in I was made to feel welcome and we try to extend that warmth to new members of the team.

My current job title is Human Resources Systems Officer. I’m part of the Benefits and Compensation team – there are only seven of us within the much larger People team, but when you add up the years of service it’s quite frightening. We’ve got about 135 years’ experience between us.

It’s a really supportive place to work. We each know each other’s strengths and weaknesses and we’ve got a sense of when someone needs a hand.

The way I talk to new starters tells them a lot about what McDonald’s is like. I liaise with people just after they’ve been recruited. I try not to be too stuffy – it’s a balance between being welcoming and being professional. It sends out an important message to people about whether they’re joining a good company.

A lot of the training and benefits are online now, and that’s a massive change. Our employee discount scheme is online, so it’s available 24/7. That’s the way the world works now – but making that happen, and communicating it to our people, is a big job.

I’m the go-to person for our new HR system, People Stuff. It’s being trialled in a few restaurants at the moment and I’m working quite closely with them to make sure things run smoothly. Eventually the whole organisation will switch to the new system.

36 Chris

Lo

ndon

Chris is responsible for turning our big ideas about sustainability and ethical business into reality. As Logistics Manager, he has to oversee the whole supply chain, from the development of new menu items to their delivery in our restaurants.

We asked him about our unique relationship with our suppliers – and how cooking oil has helped cut our carbon emissions.

“There’s no limit to what you can do.”

Case study

It’s vital to have an awareness of the world you live in.

There’s a recognition of talent and lots of development opportunities. I’m currently doing a one-year management development programme. And there are lots of courses on subjects like strategic thinking and how to deliver great presentations. Head office is really well set up with classrooms and lecture theatres. They invest in you, and if you take it seriously and commit to it, there’s no limit to what you can do.

I like to feel that I’ve added value above and beyond my job. And one of the great things about working at McDonald’s is that they give you the autonomy to do that.”

It’s hard to overestimate the importance of the supply and distribution team to our business. For every visit to McDonald’s, there’s an enormous amount of behind-the-scenes work that has gone on to make sure our products are of consistently high quality.

Because we work so collaboratively with our suppliers, the team is relatively small – but they’re responsible for a massive £820 million part of our business.

The team have a variety of skills and come from a range of backgrounds. Some joined as graduates; others worked their way up from our restaurants. Many, like Chris, have worked in logistics for other organisations.

If you’re a graduate who’s forward thinking, resourceful and interested in complex challenges, one way of getting involved in logistics is via our one-year industrial placement scheme. You can find out more about this at mcdonalds.co.uk/people

“I’ve been with McDonald’s since 2005. I’d worked in logistics before, for a well-known textiles company and a major brewery. But the supply chain at McDonald’s is unique.

It’s very collaborative and based on trust. We work closely with our suppliers to make sure they meet agreed targets and that their culture and ethics match ours. It’s a really great way to do business.

Ray Kroc, the guy who masterminded McDonald’s business practices in the 50s, called it the three-legged stool; you’ve got the McDonald’s company, the suppliers and the Franchisees. If we all work together, everyone wins.

We work hard to ensure we have a sustainable and efficient supply chain from farm to front counter. Our responsibility to protect UK farming is summed up in our Farm Forward policy (see p 5). We aim to source many of our ingredients locally: all of our beef comes from British and Irish farms and all our pork, organic milk and free range eggs are British.

Our approach is long-term. We have a five-year distribution strategy, which looks at things like improving packaging quality and reducing our CO2 emissions throughout our distribution chain. McDonald’s is growing at a great rate, and we need to adapt accordingly. For example, we’ve introduced a system for recycling the cooking oil in our restaurants – it gets used as bio-diesel in our trucks.

Our supply chain team is 25 strong and we’ve got a good mix of people from different commercial backgrounds. Some have worked for supermarkets; others are food technologists, or have farming backgrounds.

You definitely have to be financially savvy, and you need a real understanding of products and processes. But common sense is really important as well.

“The interactive tables, kids area and improved seating layout have made this a real family restaurant.”

“It’s a fun place to be and work in, and the makeover’s made it even better. There’s a real team spirit and people always help each other out.”

“The restaurant now looks very vibrant and colourful, and is a more welcoming place for customers.”

“The iPads and Magic Tables are excellent ideas, as children and teenagers enjoy playing with them while they eat their meals. We’re definitely getting more regular customers because of them.”

“The new design has given the restaurant a more modern and contemporary feel – and it’s easier to work in too.”

Our West Thurrock drive thru is more than a restaurant – it’s a peek into the future. We’ve added iPads around the dining area, giving our customers the chance to browse, send emails or play games while they enjoy their food and drink. And our interactive Magic Tables have also proved a huge hit. They use innovative motion-sensitive technology to provide younger customers (and their families) with a memorable and engaging dining experience.

“When the restaurant is busy, the atmosphere’s electric. The crew are fantastic and we get a real variety of customers. It’s fun and different every day.”

“Leicester’s such a vibrant, multi- cultural place. The new design really blends in with its surroundings.”

“When I first saw the new design, I just thought ‘Wow’. It’s really fresh and up-to-date.”

“It’s a lot more vibrant in the store now, and I think it’s made the customers a lot happier. I reckon the team’s more motivated as well.”

“The atmosphere on shift is really lively and enjoyable.”

Urban street art has inspired our new-look Leicester Market Square restaurant. We’ve given it a radical makeover, with graffiti on the walls and lots of untreated timber, concrete and other contemporary materials. The makeover has gone down really well with the local community in Leicester – and made the restaurant a more exciting and inspiring place to work. It’s definitely one of the stand-out spots on the high street.

thUrrOcKwhAt OUr PeOPLe SAy whAt OUr PeOPLe SAy

LeIceSter

39

The qualifications we offer range from a small but really useful course in personal money management, all the way through to a Foundation Degree.

But who awards these qualifications – and what are they comparable to? The answers are right here.

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the qUALIFIcAtIONBTEC Certificate in WorkSkills (Level 2)

Certificate in Adult Literacy (English) (Level 1 & Level 2)

Certificate in Adult Numeracy (maths) (Level 1 & Level 2)

Functional Skills qualification in English (Level 1 & Level 2)

Functional Skills qualification in maths (Level 1 & Level 2)

Managing Personal Finance (Level 2)

Intermediate Apprenticeship in Hospitality and Catering (Level 2)

Award in Supervising Food Safety in Catering (Level 3)

Diploma in Shift Management (Level 3)

Advanced Apprenticeship in Hospitality, Supervision and Leadership (Level 3) Foundation Degree in Managing Business Operations

hOw DOeS It cOMPAre?GCSE Grade B

GCSE Grade D - G (Level 1) GCSE Grade A*- C (Level 2)

GCSE Grade D - G (Level 1) GCSE Grade A*- C (Level 2)

GCSE Grade D - G (Level 1) GCSE Grade A*- C (Level 2)

GCSE Grade D - G (Level 1) GCSE Grade A*- C (Level 2)

GCSE Grade A*- C

Five GCSEs Grade A*- C

A-level

A-level

A-level Foundation Degree

whO’S It FOr?Students on our Work Inspiration programme

Any restaurant employee (especially Crew Members)

Any restaurant employee (especially Crew Members)

Any restaurant employee (especially Crew Members)

Any restaurant employee (especially Crew Members)

Any restaurant employee (especially Crew Members)

Any restaurant employee (especially Crew Members)

Shift Managers

Shift Managers

Shift Managers Business Managers

whO AwArDS It?Edexcel

OCR

OCR

City & Guilds

City & Guilds

City & Guilds

City & Guilds

McDonald’s

McDonald’s

City & Guilds Manchester Metropolitan University

Next steps

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McDonald’s

We’re proud to have one ofthe 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

Our people are what make McDonald’s.

A few of our partners

The National Apprenticeship Service has end-to-end responsibility for apprenticeships in England and is the government body that helps companies and organisations understand and support the government skills strategy.

In 2009 McDonald’s established the McDonald’s Education Company as an independent company to ensure good governance of our Apprenticeship Programme. The aim of the McDonald’s Education Company is to support high quality education programmes for all our employees; improving their skills and widening their opportunities.

The Skills Funding Agency is a partner organisation of the Department for Business, Innovation and Skills. It funds and regulates adult further education and skills training in England.

City & Guilds is the UK’s leading vocational awarding body. City & Guilds partners with McDonald’s to deliver our Apprenticeship Programme and also supports us with their expertise and quality assurance.

The European Social Fund is one of the EU’s Structural Funds, set up to reduce differences in prosperity and living standards across the EU, thereby promoting economic and social cohesion.

McDonald’s has partnered with Manchester Metropolitan University (MMU) to offer our Business Managers a Foundation Degree in Managing Business Operations. MMU awards this Foundation Degree, which is delivered and assessed by McDonald’s.

Plotr is an inspirational online careers portal that gives young people aged 11 to 24 years old a one-stop careers solution. It provides young people and their teachers with trustworthy, up-to-date careers information linked to industry, education and local communities. McDonald’s is a founding member of plotr.

Learndirect aims to transform the skills and productivity of the working population, by using technology to bring people together to work, share and learn online. Learndirect helps our people improve their literacy and numeracy skills through online learning.

Sector Skills Councils are independent and UK-wide organisations led by employer demand for skills systems in a particular industry. People 1st is the Sector Skills Council for hospitality, passenger transport, travel and tourism.

We couldn’t offer all the training and opportunities we do without the support of our trusted partners.

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The McDonald’sEducation Comapny

mcdonalds.co.uk/peoplePrinted on 100% recycled paper. The pulp used in this product is bleached using a Totally Chlorine Free process.