Questions answered

There are 15 questions about “Staff training” in the “How do you operate?” topic.

Click on a question to read our answer.

1. what does a crew member do? what is there job role?
Thanks for your question. A Crew Member has three main responsibilities: Customer Service, Food Preparation and Cleanliness and Hygiene. Good customer service skills are integral to the way we do things at McDonald's. A crew member will be expected to provide customers with a quick and accurate service and show sensitivity to their individual needs, both from behind the till as well as in the dining areas. Food Preparation and cooking the wide variety of food we offer involves using a broad range of equipment and tools. They need to produce orders to a consistently high standard and understand that quality control is vital. Cleanliness and Hygiene requires thorough training in order to maintain our high standards. Before they start, they learn to use a variety of cleaning utensils and chemical cleaning products along with the correct protective equipment. (January 2011)

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2. How much do you spend on public and media relations every year? Maybe if you stopped trying to convice people you're this benevolent and environment-embracing company that any body with a vaguely avergae intelligence will know is complete lies, you could pay your staff a bit better.
McDonald’s is sure you’ll appreciate that the exact breakdown of the kind of financial information you are asking for is highly confidential and the company doesn’t release it. With regards to staff wages the company remunerates its staff fairly based on their age, hours, experience and location and also offers additional benefits such as meal allowances, private health care, Life Assurance and a pension. This pay structure is also in line with (and often exceeds) Government legislation. Members of staff are also eligible for a bonus should they reach certain professional targets agreed with their line manager at the start of the year and the company meets it overall business objectives. In addition the company was recently recognised by the FT as one of the top 50 employers in the UK, which would seem to suggest that it treats its staff fairly and respects the job that they do on behalf of the company and its customers. (April 2009)

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3. why don't questions get answered, why do mcdonalds managers treat the staff like idiots. why complain someone isnt quick enough before they are fully trained and put on a peak *gap* shift
Thank you for your question. McDonald’s is trying to make sure everyone gets a personal response wherever possible and the ‘Make Up Your Own Mind’ team are working hard to get answers to your questions as soon as possible. With regards to your second question, McDonald’s staff are crucial to the business and are its most important asset. Restaurant managers are trained how to treat their employees and how to discipline them effectively if needed. Please feel free to call the HR helpline on 0870 600 5120 if you witness any negative behaviour as the company is keen to eradicate this in its restaurants.

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4. Hi, could you please tell me ; How McDonalds train staff to deal with different types of customers A. Individuals B.Groups C. People of different ages .babies.toddlers,children, teenagers,young adults,students, OAPs. D. People from different cultures/religions. E. Non English speakers F. People with special needs, hearing or sight problems, wheelchair users, parents with children/babies,learning difficulties such as literacy problems. G. Buisness people.
Thank you for your question. McDonald’s currently spends £30 million a year on training for its employees. This includes training for the most junior employees who are trained on Health and Safety and Food Hygiene as well as restaurant practices. McDonald’s UK have recently introduced GCSE level qualifications in English and Math free of charge for all of our employees via on-line learning. For further information regarding McDonald’s staff training we suggest for you visit www.mcdonalds.co.uk and go to the Schools & Students page that can be found under 'About Us.' On this page you will find a wealth of downloadable information that has been specially designed to deal with these types of questions. To visit this page right now, please cut and paste the link below into your browser: http://www.mcdonalds.co.uk/about-us/schools-and-students/schools-and-students.shtml (March 2009)

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5. How does the filter of vats safe for the employees? how does this process work? also how do you train the employees on using this?
Thank you for your question. All McDonald’s employees receive safety instruction before they are allowed to start work. Training continues through classes and on-the-job training, and is integrated into all working practices. All crew members receive training in all areas of the business including the individual restaurants filtering system. (March 2009)

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6. What are range and timescales of promotions as a McDonald's employee?
Thank you for your question. When it comes to McDonald’s employee promotions, Crew Members can be promoted to Staff Trainer, Customer Care Assistant, Party Entertainer or Floor Manager if they display the qualities and competencies relevant for that role. This is more down to attitude and abilities, as opposed to length of service. (March 2009)

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7. 1. What leads McDonald in Uk to invest in training and development? 2. How do the company and the employees benefit from the training and development processes in a tangible and intangible aspects?
Thank you for your question. McDonald’s spends £30 million a year on training for its employees. This includes training for the most junior employees who are trained on Health and Safety and Food Hygiene as well as restaurant practices. The benefits focus on making our employees more competent and more confident. McDonald’s believe this leads to improved customer service, hence increased sales and profits. In addition we currently offer maths and English GCSE level qualifications and an apprenticeship in multi-skilled Hospitality.

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8. hi i am currently undertaking an assignment based on the McDonalds restaurant and would like you to help me, what motivators do you use to motivate your staff? and are these successful? and what is a McPassport and what does it do?
Thank you for your question. There are many opportunities for McDonald's staff to achieve goals and to grow within the company. These act as motivators for staff to provide a high quality service and to excel in their roles. In addition, all members of staff are eligible for a bonus should the company meet its overall business objectives, and the individual reaches certain professional targets that are agreed with their line manager at the start of the year and the company meets its overall business objectives. The McDonald's McPassport scheme gives all hourly paid employees the chance to travel and work across Europe. Restaurant Managers and above often take up secondments in overseas countries when a need arises. This popular scheme is available to employees from all UK McDonalds restaurants, both company owned and franchised.

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9. i want to know about health and safety policy of McDonalds
Throughout every aspect of its business, McDonald's has strict policies on health and safety. McDonald's places the highest priority on training and educating its employees, incorporating health and safety procedures into both class work and on-the-job training. It is also integrated into all working practices. Managers receive additional health and safety training as part of the management development programme. Checklists and regular restaurant management reviews are used to determine that correct procedures are followed and safety training is effective. McDonald's has a dedicated Hygiene and Safety Department that regularly reviews safety policies and procedures, and they are available to all restaurant management teams as a source of advice and support. All restaurants display a Health and Safety Policy statement and have access to detailed Health and Safety policy manuals. (July 2008)

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10. Hello kind Sir/Madame what is the least amount of hours you can work and become a manager, say if i only worked 2days a week could i still be up for a manager role.
Thank you for your question. You could be promoted from a crew member to an hourly paid Shift Manager working two days a week, if that availability suited the restaurant and if you have shown the aptitude and knowledge to become a Shift Manager - and have passed the required exams and courses. The Trainee Business Manager programme is currently a full-time fully flexible position, so you would not be able to apply for this position. For any questions on careers at McDonald's please call 0208 700 7007. (September 2009)

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11. what is the role of the staff trainer?
Thank you for your question. A staff trainer is responsible for the training of new employees and for completing verifications (tests) on employees to verify that they can demonstrate the correct procedures. (September 2009)

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12. Does McDonalds still maintain an experieenced dedicated training team and if not how do you ensure that the standard of service is exactly as described in the operations manual? I see slapdash service in many restaurants which was not the case in the late 80's when I worked for you.
Thank you for your question. Yes, McDonald’s does still maintain an experienced and dedicated training team. In fact McDonald’s is committed to the training and development of all its employees from day one, providing career opportunities that allow individuals to realise their potential. With regards to the standard of service, McDonald’s prides itself on delivering only the highest levels of quality, service and cleanliness to all of its customers in each and every restaurant. The key to our continued success is continually monitoring and acting on feedback given to us by our customers. If however you are ever concerned about the way a particularly restaurant operates please contact Customer Services by visiting the ‘Contact Us’ page at www.mcdonalds.co.uk. (May 2009)

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13. Is it true that if you sing the "im lovin it" tune off the advert (da-da da da daaa) in a mcdonald's store the workers have to say Im lovin it!
Thank you for your question. No, this is not true. (November 2008)

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14. what training strategy does mcdonalds use to train their staffs.
McDonald's spends approximately £14million a year on staff training, and believes it is key to the current and future success of the company. The training ranges from hospitality and customer service, to operational skills, health and safety, food safety and hygiene.

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15. I have no doubt that the standards which McDonalds aspires to are the highest - why would Head Office expect any less than the very best from its people! But while I've been to stores which are very good, I've also been to stores which are dismal! I've complained once or twice, but each time you tell me that the problems (which may be many) are down to the individual store managers. You're completely depended on the callibre and motivation of your store managers to uphold your standards, and when the store manager is a francisee (rather than an employee) he's even harder to control. So, my question is: what specific measures do you take to maintain your standards, and what do you do with lazy or delinquent managers? Can I be a mystery shopper?
McDonald’s believes that it is crucial to the success of the brand that all restaurants perform to the standards expected in three key areas, quality, service and cleanliness. These standards are used to maintain the brand in both company owned and franchised restaurants. all restaurants are supervised by an Area Consultant who will complete the company audit programme in full every six months in addition to weekly visits to check standards and customer experience. If a manager of either a company owned or franchised restaurant was found to be consistently underperforming then appropriate measures would be taken to rectify this situation. This is done through the Performance Management process and retraining. As to becoming a Mystery Shopper, unfortunately this is handled by an external agency with its own recruitment initiatives.

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