Last week of internship

According to last Nabit meeting conducted by the patch Business consultants, customer relation manager and Hougang outlet restaurant manager , there are a few things in which they would like us to bring back into our current store. There are a few thigs in which they would like us to take note and for us to bring back the knowledge and good practices that we had gained back to our individual respective outlets and improve our overall standards. 1) Reduce customer complains received each shift manager have to get to 3 individual customers from their shift, get to know their customers names and from then carry on to get two feedback from them regardless of good or bad. try to settle customers complaints / negative feedback should they receive any on the spot and solve it or make the customer feel satisfied. By doing so, the customers will then not bring the complaint to the office and become official. must be observant , observe how the customer feel when having their meals in the restaurant. Get feedback on the QSCC( Quality, Service and cleanliness ) of the restaurant. E.g- if the customers feel that their fries are soggy and not fresh, the restaurant manager would then replace the fries with a good standard pack and satisfy the customer on the spot. 2) Managers should not get stuck at counters or stations helping their crew -pull out and try to observe the shift -find out what is wrong and what is the cause of the problem and why the shift could not go on smoothly as planned -make proper and correct arrangements to solve the problem -do not hide behind or inside the manager room, instead managers should be out front to observe how crews work under pressure and whether they can still provide that quality service and attitude when faced with all the difficulties. 3) All managers should be out front during peak periods of their shifts and should focus primarily on customer service. 4) Managers must not bring their emotions to work. Should draw a clear line between work and personal affairs. Also as a manager, we should also take the initiative to be the motivators for the crew and provide timely leadership advice. By doing so, a friendly and conducive work environment can be created and everyone would then be happy working for MacDonalds.

Learn training system for first assistant

Certain things that training manager need to take note of: 1) Training is important and should not be taken lightly as it can help to develop and improve the crews productivity level. 2) TNA( Training Need Analysis) have to be keyed in and submitted two months in advance. The cut-off deadline for all submissions will fall on the 25th of evey month

Crew Hiring

Firstly, we will choose a location which that is not only close to our restaurant but also have alot of HDB blocks or residential areas as it would make the process of coming to work for the new crew or staff much more convenient. Thus it would encourage them to come to our outlet for work. Secondly, we will then prepare ourselves for the hiring of new staffs. We will firstly start by printing the hiring application forms and after that, the managers will have to be in full uniform in order to appear more professional. We will also need to equip ourselves with the criteria and requirements when it comes to hiring new crews. By doing so, we then can help explain to the applicants about the pay, benefits and information that they will be interested to know. Lastly, we will then proceed on to the selected location and do the recruitment. We will then be thick skinned and must not be afraid of rejection. At the same time the managers will also have to do certain prospecting at that location. We will have to select certain people which we think would be interested and go up to attract them with the benefits of working at MacDonalds and if anyone is interested, they would then have to fill up the application form and we will then do the necessary follow up.

Management meeting

The restaurant manager will hold the weekly meeting and all the other mangers of the same store regardless of ranking will have to attend that session. Firstly, the restaurant manager will update us on the upcoming promotions in the next few weeks. Thus getting this information, we have to be fully prepared with the proper logistics when the dates draw nearer. Secondly, we will also talk about the things that we feel can be further improved and thus from that the group of managers will have to come out with a proposed solution to further improve the situation. There will also be a check to see if the situation have indeed improved in the few weeks after the meeting. Thirdly, each manager will do a sharing session about their covered duties, such as inventory, payroll and training. They will share their experience, and from that they respective managers will bring up respective problems or situations that will most likely affect the other groups and the whole group will work together to solve that problem. Fourthly, for the last part of the meeting, we would discuss on the changes in which the head office of the Singapore MacDonalds branch would like the store to take note of when hiring new staffs. For example, it would the need for more crew members at peak periods of the day and vice versa during the non-peak periods. thus scheduling is important. Lastly, we would also talk about the PEP(People, Equipment and Product) of the store. For people, we would talk about matters such as which crew is excelling in his respective roles and which is performing sub par. For equipment, we would talk about the efficiency of the machine and whether it is performing its ask up to standard, if not, we would then discuss whether it should be sent for maintenance or should be replaced. For product, we would then talk about the current line of products and the accessories which come along with it. For example such as the lack of ketchup pouch in the stall, we would find out the real reason whether the person in charge did not follow the standard operation procedure or the counter crew have been giving too many to each individual customer. That sums up the whole meeting, from which the whole store works together to solve the different problems in the store.

Attachment at SLM

Brand new year, after rotating all the other managers to clear their off days in January. My boss then find that he has too many managers so he kicked me out of store for attachment at SLM (seletar mall) because as an hourly paid floor manager, my hours will affect the store's labour. SLM is a newly opened store which just opened during December 2014. What's so special about this store is that it is the first dual point outlet in Singapore. Dual point system is something similar to the famous bubble tea company name "koi" whereby they have a point to set-up their counters to take order from their customers. The other point which is the "collection point". According to the queue number from the receipt, customer will go the the collection area and wait for their queue number to be shown on the monitor. Same for Mac Donald's, one point for ordering and the other point for collection. The collection point is link to the kitchen area. At the collection point, there will be two presenter, who will be in-charge of assembling and presenting the order to the customer. In order to save cost and the Earth, SLM is one of the few stores to change over from the napkin dispenser whereby the customer will be able to self-serve themselves for the napkins to counter crew providing napkin for the customer according to the napkin price sure.

Learn training

I will be undergoing the Mac Donald training system from my boss. I will be going through the manual and understanding how it works and what my roll as a training manager is. 1) Crew training training system tracking manual Understanding training manager roles and responsibilities -To provide timely, effective and engaing training that results in competent employee -In summary, the training manager role is a process of 8 week hiring generation of TNA, planning through training calender and ensure a systematic training following up was conducted. -Many systems will be impacted if Business Planning and Training system are not uphold in the restaurant. The systems impacted are: production/service/shift management/food safety/inventory management/people practices/planned & daily maintenance/safety & security/crew & management scheduling/internal communication 2) Objective: To provide timely, effective and engaging training that results in competent employee. 3) Developing crew house set-up Crew house set-up is for allocating of only crew and crew leader to a designated group or house determined by the store. Names of the "houses" are left to the discretion of the store management team. The goal of crew house set-up is to effectively group and administer process such as PR/WPR sessions, enthusiasm & welfare planning etc within the store. When a new crew joins the store, he/she must be assigned a "house" within the store's stipulated time period. The recommended period is 1 to 2 weeks. Every store should have at least 2 updates for "house" set up per month.

Going into ordering

1) Responsibility The ordering manager's primary duty is to ensure that optimal quality of raw products are delivered to the store and that all relevant administrations pertaining to the ordering system are updated and accurate at all times. 2) Accountability Daily: -Follow up on raw products quality rotation -Follow up on all stat & yield problem item(inventory/ procedures) -Ensure proper reports printed out for all OSD items -Follow up on raw and complete waste entries -Trouble shoot all ST in/ out items and updates accordingly -Follow up on EMC entries -Ensure zero difference for the daily inventory transaction report -Ensure zero ordering amendments eg. Pre-cut and Add-on -Follow up on accuracy of delivery from MB -Ensure that products are placed at the right place with the correct tag Weekly: -Follow up on storeroom/ freezer/ chiller organization and cleanliness -Follow up on raw waste %(for weekly break cycle) -Update complete product unit/ 100 TC(transaction count) (UTC) -Follow up on all OSD credit entries from MB -Follow up on weekly stat and yield report troubleshooting Monthly: -Follow up on MTD inventory transaction report (2X) -Check food promotion items, complete wastes and all selling prices and ensure that there are zero difference. -Follow up on MTD(month-to-date) ST (computer entries of tickets) -Follow up on MTD raw material summary report -Ensure correct ending balance entry for all -Check raw waste entries -Troubleshoot MTD stat and yield report + action plan to be submitted after every monthend -Update yield and condiment UTC Promotion: -Follow up on all preparation execution of products promotion(refer to store brief for projection as a guide) -Keep track of past promotions UTC that were relevant for 2 years