MCD Prospectus

THATS
WHAT MAKES
OUR PEOPLE,
THATS
WHAT MAKES
McDONALDS
mcdonalds.co.uk/people
Printed on 50% recycled paper. The pulp used in this product
is bleached using an Elemental Chlorine Free process.
2 THE McDONALDS PROSPECTUS

4 our people
6 A little bit about us
8 Our career path
10 Job role Crew Member
12 Job role Apprentice
14 Job role Customer Care Assistant
16 Job role Crew Trainer
18 Job role Shift Manager
20 Job role Trainee Business Manager
22 Job role Assistant Manager
24 Job role Business Manager
26 Job role Operations Consultant
28 Job role Franchisee Consultant
30 Case study Franchisee
32 Case study M
cDonalds Olympic Park
Operations Manager
34 Case study Sales Enablers Manager
36 Case studies Training and Education
38 Do more with us
40 McDonalds at london 2012 1
42 McDonalds at london 2012 2
44 restaurant Profile Milton Keynes
45 restaurant Profile Glasgow
46 restaurant Profile Belfast
47 restaurant Profile St Albans
48 qualifications TABLE
Jill McDonald
1 A word from our Chief Executive, Jill McDonald
A word from OUR Chief Executive
CONTENTS
At McDonalds we aim to attract

and retain the most talented
people. We recognise that these
are people who are looking
for more than just a job. Our
employees get the opportunity to
climb our tried and tested career
ladder which has taken many of
our people from Crew Member
to senior roles.
To help our employees reach their potential we offer them
a broad array of qualifications which they can work towards
on the job, alongside their ongoing training. Thousands of
our employees are currently studying for one of our
Apprenticeships. In addition, many employees have gained
a Level 3 Diploma in Shift Management (which is equivalent
to an A-level) and some of our Business Managers have
graduated with a Foundation Degree in Managing Business
Operations. In 2010 our commitment to and expertise in
delivering effective work-based learning resulted in Ofsted
awarding us a Grade 2, Good, in our first ever inspection.
Here at McDonalds we want to distinguish ourselves as a
great place to work and we believe that by putting our people
above everything else in our business we will continue to
make talented people feel certain they can thrive with us.
Our aim is to hire individuals who have the right attitude and
qualities to fulfil their potential wherever you might begin
your career with us, whether it is for a two-week work
experience course or a full-time job, youll be offered a wide,
diverse range of training and opportunities. I am proud that
we have a proven track record of promoting from within,
with around 90% of our restaurant management beginning
their careers as Crew Members.
With the Olympic and Paralympic Games coming to London
in 2012, we have a great opportunity to showcase our
training and our people. Firstly, were drawing on all of our
hospitality experience by helping to attract, select and train
tens of thousands of volunteers who will be the face of the
Games. Secondly well be providing our food, 55 per cent of
which is made from British and Irish ingredients, to visitors,
the media and, of course, the athletes themselves.
It gives me great pleasure to bring you this, our second
Prospectus. Here youll find out what we stand for, not only as
an employer but as also an educator and a nurturer of talent.
Whether youre looking to build a career with us, or use the
experience as a springboard to something else, McDonalds
is here to help you realise your full potential.
48 Next steps
49 Partners
THE McDONALDS
PROSPECTUS
Our last Prospectus was used by a fantastically diverse

range of people. Whether youre a Careers Adviser, a
student, an employee or a Franchisee theres something
in it for you. We caught up with some of the users of the
2010/11 Prospectus to find out what they thought about it.
Views of
our people
I use it as a motivational document; it helps new
starters to see how far they could go with us.
Usman Sajid, First Assistant
When I take the Prospectus

to careers fairs I notice that
students are more interested
in the long term, they want
to know more about the
Company and our opportunities.
The Prospectus helps them talk
about these to their parents.
Views of
educators
Its something that all schools should have in their
careers library. The opportunities for progression
come through really clearly and its great to hear
about them from real McDonalds employees.
Jemma Best, EdComs
The Prospectus has certainly opened our students eyes to the many varied
and exciting opportunities McDonalds has to offer. The training is first class,
employees are valued and are offered in-depth training at every step.
Sue Sutton, Head of Careers at a UK secondary school
Jane Wells, People Manager

It inspired me to strive for a promotion, I felt
really proud to show people outside work where
Im heading in such a professional format.
Becca Howell, Apprentice
rECOGNISING TALENT
All of our
OUR
PEOPLE
We want to make sure that working

with us is always about more than
just a job, so weve enriched our
training programmes with a strong
mix of qualifications aimed at people
across all different levels of the
business. All our qualifications are
nationally recognised and designed
to develop our people professionally
and personally. You can find out more
about them by reading our job roles
pages, or see what they all add up to
in our qualifications table at the back
of theProspectus.
87,500 Employees
can gain nationally recognised qualifications
Every year, WE Spend
over 30 million
on developing our people
Every week,
the equivalent of 6 full classes gain
qualifications in Maths and English
Every day, another 20

of our employees achieve their Apprenticeship
And 90% of our Business

Managers started their
Franchisee Consultant
Sheri
Operations Consultant
Zoe
Business Manager
Marcus
Assistant Manager
Leah
Trainee Business Manager
Adele
Shift Manager
Scott
Crew Trainer
Jamie
Customer Care Assistant
Pippa
Apprentice
David
Taiwo
Crew Member
careers as restaurant crew
A LITTLE BIT
ABOUT US
6
Today McDonalds is the
worlds leading
quick service
restaurant chain, with over
32,000
restaurants
60
serving more than
million
100
people in more than
How did a small but busy restaurant

run by two brothers with the surname
McDonald become one of the worlds
most popular restaurants?
The answer is Ray Kroc. He discovered the small Californian restaurant
in 1954 and saw its potential to go countrywide. Rays approach was
daring and innovative, his mantra was, In business for yourself, but not
by yourself. Ray decided McDonalds restaurants should be franchised.
This enabled eager business men and women to grow their own
successful businesses, whilst still belonging to McDonalds. Its a
fantastic business model and weve stuck to it to this day.
countries
every day.
McDONALDS IN THE UK
We opened our first UK restaurant in Woolwich, South
East London in 1974 and weve never looked back.
We now have 1,200 restaurants in communities
across the UK.
PEOPLE
We have a culture of flexibility, opportunity and

diversity, and every one of our 87,500 employees
benefits from this. We have what is probably one of
the most culturally diverse workforces in the UK but
while our people come from all walks of life, theyre all
driven by a desire to fulfil their potential.
COMMUNITY
McDonalds restaurants are very much part of the
community. We love taking part in, and planning,
community activities like litter picks, footy games
and charity fundraisers.
ENVIRONMENT
We want to see continuous environmental
improvement across all areas of our business. This
goal influences everything we do, from the sourcing
of our ingredients, to the choice of materials when
building our restaurants. So far weve made some
important changes. In 2010 we became a founding
partner of the Love Where You Live environmental
campaign. As part of our support for the campaign
every McDonalds sends out at least three litter patrols
a day. Were also committed to upping our recycling;
all of our restaurants aim to recycle 100% of their
corrugated cardboard. And perhaps our most
impressive achievement is the way weve turned our
used cooking oil into fuel for our delivery trucks.
LONDON 2012 OLYMPIC AND

PARALYMPIC GAMES
2012 looks set to become the most exciting year ever
in Britains sporting history. As athletes around the
world push themselves towards brilliance in
anticipation of the Games, McDonalds are helping the
Games Makers (volunteers at the Games) to do the
same. We are a truly active sponsor of London 2012,
which is why were drawing on our experience of
training our 87,500 strong workforce by supporting
the training of up to 70,000 Games Makers.
WE LOVE LONDON 2012

Like the rest of the world were getting seriously excited
about the London 2012 Olympic and Paralympic Games,
so youll find loads more information about our role
in the Games throughout this Prospectus. Weve even
given our special Games pages the London 2012
Games Maker logo so you can find them quickly.
our CAREER path

8
CONSULTANTs
business
MANAGER
WORK
EXPERIENCE
Qualification
Level 2 BTEC
Certificate in
Work Skills
CREW
MEMBER
APPRENTICE
Qualification
Qualification
Level 1 & 2
Certificates
in Adult Literacy
and Numeracy
Intermediate
Apprenticeship
in Hospitality and
Catering (level 2)
CUSTOMER
CARE
ASSISTANT
CREW
TRAINER
SHIFT
MANAGER
TRAINEE
BUSINESS
MANAGER
Second
assistant
manager
first
assistant
manager
Qualification
Level 3 Diploma in
Shift Management
Level 3 Award in
Supervising Food
Safety In Catering
First Aid at Work
Qualification
Foundation Degree
in Managing
Business Operations
job role 1
Im originally from Nigeria and

McDonalds was the first job I took
when I settled in the UK. Something
just clicked and I decided to stay
here. I love the diversity you get in
this job; the customers are from all
walks of life and the team youre
working with are too.
CREW
mEMBER
The role of Crew Member is one

of the most varied in the whole
restaurant. Its given me a
foundation in everything thats
important to the success of
the restaurant, from welcoming
customers to making the
perfect Big Mac.
Every Crew Member gets a chance
to work in the kitchen, preparing
all of the menu items. To make sure
that the food is consistently good
we all use the same assembly
process. At first I wasnt sure if I
was going to remember everything
but by the time Id worked here for
a few months Id got the hang of it;
my goodness Im fast now!
Keeping things clean and hygienic
is something which youve always
got in mind as a Crew Member,
whether youre putting an order
together or keeping a cooking
station clean.
My favourite part of the job has
to be customer service; I find it
really easy to make friends with
customers. With some of my
regulars I remember exactly how
they like their coffee and start
making it as soon as they come
through the door. I find those
relationships with customers the
most rewarding part of the job.
A QUICK LOOK
With some of my regulars I remember

exactly how they like their coffee
and start making it as soon as they
come through the door. I find
those relationships with customers
the most rewarding part of the job.
While working at McDonalds
Ive had the chance to study for
Maths and English qualifications,
which are equivalent to GCSEs.
Its so satisfying to be able to
put those qualifications on my
CV now and it makes climbing
the McDonalds career ladder
even more of a realistic aim.
Id like to be running my own
restaurant in five years time.
Ive got a passion for business
which I think McDonalds will
help me develop. My managers
are promoting me to the role of
Crew Trainer. Im excited about it;
it will be rewarding to be able
to pass on the things Ive learnt
to other Crew Members.
IN A NUTSHELL
Its a fast-paced and varied role.

Crew Members are a vital part
of the team working together to
give customers friendly service,
great food, and a nice environment
to enjoy a meal in.
RESPONSIBILITIES
Whatever Crew Members are

focusing on they need to be a
strong and reliable part of the
team.Their responsibilities can be
broken down into three key areas:
customer service, food preparation
and cleanliness and hygiene. Its
up to each Crew Member to keep
standards in these areas high.
SKILLS
Working as a Crew Member lays

the foundations for a successful
career at McDonalds; they gain
skills in all of the areas that matter
most. They learn how to build strong
working relationships with a team,
how to be polite and helpful to
customers and how to prepare
food in a hygienic and skilful way.
Another exciting opportunity

also came my way recently;
every month my managers choose
an employee who they think has
excelled and they become one of
our Olympic Champion Crew.
Being chosen means I am in
with a chance of working at
the McDonalds restaurants in
the Olympic Park at London
2012. All the restaurants in
the UK have chosen one
outstanding employee each
month, which I think is brilliant
as it means that people from
all over the country get the
chance to be part of history.
Fingers crossed I get picked,
my kids would be so proud.
NICE PERKS
Crew Members get a chance to

build on their training by taking
the Apprenticeship; this gives
them a nationally recognised
qualification and lots of confidence
at work. They can also study with
McDonalds for their Maths and
English qualifications which are
equivalent to GCSEs.
HOW TO GET
STARTED
If youd like to work as a Crew

Member, youll need to be an
enthusiastic and positive person
whos up for a challenge. To find
out about learning and working with
us visit mcdonalds.co.uk/people
Taiwo
Crew Member
While working as a CREW MEMBER You can Achieve

Level 1 & 2 CertificateS in Adult Literacy and Numeracy
10
11
A QUICK LOOK
job role 2
APPRENTICE
The day after I took my Apprenticeship

Maths and English exams I got a text
from my Crew Trainer saying Id passed.
I couldnt believe it, I thought it was
a wind-up at first, and when I saw the
certificates I was totally over the moon.
I wanted to do the Apprenticeship
because of the Maths and English
qualifications you can get from it.
I didnt get those GCSEs at school
and it felt like a really welcome
second chance. It also motivated
me knowing that it was a paid
opportunity to get better at my
job. Everyone who takes the
Apprenticeship has to complete
lots of work-based training and
the online learning which
complements it.
My Apprenticeship began with the
English and Maths qualifications.
I took a couple of practice tests
and got put in the Level 2 group,
which means that my qualifications
in English and Maths are equal to
one GCSE Grade A*-C each, (for the
Level 1 group its GCSE Grade D-G).
My Crew Trainer was superb;
always there to help me when
I was struggling with fractions or
grammar. He used to test me when
I came in every morning until I got
things right. I also had an online
tutor who emailed me and I could
ask him to explain things. The day
after I took the exams I got a text
from my Crew Trainer saying
Id passed. I couldnt believe it,
I thought it was a wind-up at first,
and when I saw the certificates
I was totally over the moon.
restaurant to make sure theyve

mastered it. The Apprenticeship
has changed the way I work.
Its made me more aware of why
we do things as we do. My wee
Apprenticeship diary helps with
that too; it really makes me
reflect on the skills Ive learnt at
McDonalds.
Apprentices are employees who

put in extra time to train for the
Apprenticeship qualification. Most
people take the Apprenticeship to
consolidate the training they get
as a Crew Member, but its a
fantastic opportunity which is
open to anyone. The Apprenticeship
builds on existing knowledge so
employees get a really deep
understanding of every area of the
restaurant. They also learn more
about the business and have an
opportunity to study for English
and Maths qualifications.
RESPONSIBILITIES
Apprentices work for 12 months

on average to gain the qualification.
During this time theyll need to
attend regular review meetings,
complete workbooks and keep
a diary of what theyve learnt.
They study for their English
and Maths qualifications online
with the support of an e-tutor
and then take their exams on
a restaurant computer with an
invigilator there.
McDonalds has developed me as

a person too. Having responsibility
has made me more confident and
independent. Also Ive made a
great group of friends, it sounds
cheesy but because weve known
each other so long were kind of
like family. We play footy outside
work together and we like to get
a team together for the McDonalds
Cup. The lads from my restaurant
did pretty well last year. I even let
some of my friends from work talk
me into having my legs waxed to
raise money for charity. I raised
about 140, so the pain was
worth it.
SKILLS
Polishing your workplace skills is

part of the Apprenticeship and by
the time people complete it theyll
be highly competent. Theyll also
learn lots about the business they
work for, and their knowledge on
subjects like recycling and corporate
social responsibility will be useful
as they climb the career ladder.
I feel like my chances of promotion

are so much higher at McDonalds
than anywhere else. Im definitely
tempted to stay here and put the
work in to become a Business
Manager. I know Id love that role,
because for me nothing beats the
feeling of leading a team through
a really good shift.
NICE PERKS
Apprentices gain a qualification

which is worth five good GCSEs
(A*-C). By developing their
work-based skills they make
themselves highly promotable.
Now that Ive passed the English

and Maths qualifications Ive
moved on to working on the
Apprenticeship workbooks and
diary. Then of course theres
practical training, which is done
on the job; Apprentices get trained
and assessed on every area of the
HOW TO GET
STARTED
Apprentice
If youd like to work as an

Apprentice youll need to be
working in one of our restaurants
and be committed, driven and
eager to learn. To find out about
learning and working with us
visit mcdonalds.co.uk/people
David
While working as an apprentice You can Achieve

AN Intermediate Apprenticeship in Hospitality and
Catering (level 2)
IN A NUTSHELL
12
13
For me the job is about making people

feel comfortable; a clean restaurant is
part of that, but most important is to be
warm and friendly to every customer.
When I first started working at
McDonalds I spent a lot of time
with two Customer Care Assistants
and they taught me everything
I know. They were the perfect
people to learn from; both of them
had a real talent for getting on with
people. Theyd give me things to do
that built my confidence in the role;
like giving crayons to kids, talking
to families about the latest Happy
Meal and asking customers if they
were enjoying their meals.
For me the job is about making
people feel comfortable; a clean
restaurant is part of that, but the
most important thing is to be
warm and friendly to every
customer. If I see kids waiting for
their parents to get back with their
meal, Ill always go and sit with
them and have a little chat til
their mum or dad are done at
the counter. Or if Im cleaning a
table near the door Ill stop what
Im doing and hold it open for
whoevers coming in so that they
get a nice personal welcome.
IN A NUTSHELL
Customer Care Assistants work

in the dining area to make sure
that all the customers are well
looked after and that everything
is spick and span.
RESPONSIBILITIES
Customer Care Assistants are there

to make sure that customers feel
really welcome in the restaurant
and enjoy every visit. Theyre
also responsible for making the
restaurant a safe and clean space
to enjoy a meal in, by clearing up
spillages and wiping tables and
chairs. Some Customer Care
Assistants even go the extra mile
and help out with childrens
activities like face painting.
SKILLS
This is a great role for people who

want to develop their customer
service skills and social confidence.
Customer Care Assistants learn how
to put people at ease and how to
build relationships, particularly with
regular customers. They also pick
up practical cleaning skills.
Ive met such great people at

McDonalds. Theres something
about the way the restaurants work
which means you make friends so
quickly. I even met my boyfriend at
McDonalds; hes a Crew Member
at my restaurant. Im definitely
going to carry on working here
while I do my degree; I love being
in a team of people who you know
you can totally count on.
NICE PERKS
Customer Care Assistants receive

special training in Customer Care.
They also get a chance to really
make a difference to our customers
day by providing a welcoming
environment and great service.
HOW TO GET
STARTED
To work as a Customer Care

Assistant you dont need to have
had previous experience working
with us. All you need is a positive
attitude and the confidence to
speak with people of all ages and
backgrounds. To find out about
Pippa
Customer Care Assistant
One of the things I like most about

McDonalds is how much training
there is on offer. To help with my
work I took a course in Customer
Care; which meant completing a
workbook and attending a day of
training. On the training day we
used role play to practise dealing
with various situations you
encounter in a restaurant. One of
us played the role of a customer
and the other person showed
how they thought a Customer
Care Assistant should deal with
the situation.
As well as improving my
confidence, the training I received
really gave my UCAS form a boost.
Im just about to start university,
studying for a degree in Arts and
Festivals Management. Ill get to
go to lots of festivals which will be
amazing. I see my future in music
management, and I definitely think
McDonalds has helped develop the
skills I need. Being a Customer
Care Assistant gives you a lot of
freedom. We all manage ourselves,
looking after our own time to make
sure that we get everything done.
Its taught me to be organised and
independent, skills which will
definitely help when Im dealing
with the stars of the future!
A QUICK LOOK
assistant
Customer CARE
job role 3
14
15
My dream is to work as a paramedic

and I think my experience working
at McDonalds might give me the edge:
its taught me how to work well under
pressure and the value of working in
a close-knit team. All in all, its
developed me massively as a person.
CREW
TRAINER
My job is to teach Crew Members

how to deliver perfect food and
great customer service. Its down
to me to take them through
everything they could possibly
need to know about working in
a McDonalds restaurant: from
making a Cheeseburger, to making
sure the customers have a great
experience. I started working at
McDonalds two years ago and was
promoted to Crew Trainer because
I managed to get to grips with
everything pretty quickly. To be
a Crew Trainer you need to be
a real expert at every area of the
restaurant. Its so you can give
Crew Members really precise and
consistent training that helps them
progress within McDonalds.
I chose to work at McDonalds
because I thought the atmosphere
would suit me: Im pretty energetic.
But I also wanted a flexible job
that I could fit around my college
studies. My mum recommended
that I applied for a job with
McDonalds. Shes worked for
them for a long time and is a big
fan of the business.
Another key responsibility I have is

to assess Crew Members skills on
certain stations. I plan time into my
day to watch someone working on
a particular station and make sure
that theyre getting everything
right. If they do it all perfectly Ill
give them a pass which means
theyre qualified to work on that
station. All Crew Trainers work
alongside Crew Members in the
restaurant so we keep our skills
top notch. Working on the till is
my personal favourite because
I get to have a bit of banter with
my favourite regular customers.
IN A NUTSHELL
Crew Trainers support a team of

Crew Members and Apprentices;
helping them to complete their
training. Their aim is to provide
crew with the skills and confidence
to work in any area of the restaurant.
They also support the management
team by solving problems and
making sure that the team in the
restaurant are providing excellent
service and great food, fast.
RESPONSIBILITIES
A big part of the job is mentoring

crew: Crew Trainers use practical
on-the-job training to teach
Crew Members how to work in
every area of the restaurant. Crew
Trainers are also there to assess
Crew Members skills and verify
that their work on a station reaches
the high standards set by McDonalds.
SKILLS
Crew Trainers are bound to pick

up fantastic people skills. Its a
chance to motivate their team
mates and manage their own and
other peoples time effectively. They
also learn how to assess the work
of other crew and to deliver training
in a way thats engaging and helpful.
I took my Apprenticeship last year

and now Im helping others to get
theirs. Its nice to be lending a hand
to people whose shoes I was in last
year. If anyone is struggling with a
particular skill or section in their
workbook they know they can
come to me for some extra training.
NICE PERKS
Crew Trainers get a chance to stand

out from the crowd by showing that
they are a good coach and have
good people skills. Its a chance
to impress their bosses, as well as
to develop some of the skills theyll
need if they want to take on a
managerial position in the future.
Ultimately its my dream to work

as a paramedic and its been great
to have a job which gives me the
flexibility to put lots of time into my
college course in Public Services.
But I think McDonalds has
contributed in another way too;
its taught me how to work well
under pressure, feel confident
talking to the public and Ive found
out how great it is to work in
a close-knit team. All in all, its
developed me massively as a
person and I hope that that will
help make me a great paramedic.
HOW TO GET
STARTED
If youd like to work as a Crew

Trainer youll need to be a Crew
Member with great communication
skills and a desire to help people
realise their potential. Youll also
need the confidence to put yourself
forward and take on more
responsibility. Many of our Crew
Trainers have completed the
Apprenticeship Programme. To find
Jamie
Crew Trainer
I try to think about my job in the

context of the whole restaurants
business performance. So I always
chat to my Business Manager
about what our goals are for each
shift. There are targets set in three
key areas: the quality of the food,
the cleanliness of the restaurant
and the friendliness and speed of
the service. I always share the
aims for the shift with the Crew
Members Im working with, as its
easier to have a good shift if youve
all got a target in mind that youre

determined to meet.
A QUICK LOOK
job role 4
16
17
A QUICK LOOK
job role 5
When I started at McDonalds I

planned to stay for just two years
while I was at college; I enjoyed it
so much I ended up staying. My
Business Manager was brilliant;
she saw lots of potential in me and
really helped me understand how
far I could go at McDonalds.
Shes a people person and a lot of
people say that thats my skill too;
I talk to everyone working on my
shift and make sure that theyre
all happy and know what theyre
doing. Its not very often that Ill
be working on a specific kitchen
area; instead my role involves
solving problems and jumping
in if I can see someone struggling.
Ive always got one eye on the
front counter; making sure
customers are getting friendly
and quick service.
To be a Shift Manager you need to
be able to see where the problems
might come up and sort them
almost before they happen. You
also have to tackle any issues head
on; if I get a complaint on my shift
I make sure I talk to customers
face to face and do whatever I can
to solve the problem I want our
restaurant to be known for really
good customer service.
RESPONSIBILITIES
Shift Managers look after the whole

restaurant on their shifts, theyre
conscious of everything, from stock
levels to service times. Theyre the
go-to people for any customer
queries and if crew have any
questions theyll go to their Shift
Manager for help too.
SKILLS
Its important that restaurant teams

dont just come together to work.
We support a local footy team by
providing them with a free kit, and
we always have a big Christmas
party so everyone can bond outside
work. This year weve got a geek
theme, if you dont dress up you
dont get in!
Shift Managers develop excellent

interpersonal skills and learn how
to stay cool under pressure. They
also get a great feel for the
business, with opportunities to
take responsibility for key areas
including stock control, food safety
and training.
Every year I set up an event to

raise money for the McDonalds
charity RMHC. This year I fancied
doing something a bit different so
I thought lets do a sponsored
bike ride from our restaurant in
East Yorkshire to Paris (as you do!).
I persuaded a Crew Member to
cycle the thousand miles with me.
Everyone in our restaurant
community supported us, all the
regulars gave something towards it
and the local paper printed a picture
of us in front of the Eiffel tower at
the end of our 9 day trip. It was a
great way to raise money and boost
the profile of a brilliant charity.
NICE PERKS
Shift Managers are rewarded

with a Level 3 Diploma in Shift
Management. This is a nationally
recognised qualification which is
equivalent to an A-level. They also
gain a Level 3 Award in Supervising
Food Safety in Catering. This role
gives employees a real chance to
shine and prove theyre cut out for
more senior management roles.
And if Shift Managers get brilliant
business results for their restaurant
they could potentially have their
hard work recognised with a bonus.
Ive just been put forward for the

role of Second Assistant Manager
and Im really keen to work my
way up the business. Hopefully in
five years time Ill be running my
own restaurant. I definitely see
McDonalds as a job for life.
HOW TO GET
STARTED
If youd like to work as a Shift

Manager, youll need to have
worked as a Crew Member and a
Crew Trainer or be one of our many
fully qualified Apprentices. To find
Scott
While working as a Shift manager You can Achieve

a Level 3 diploma in shift management AND
A LEVEL 3 AWARD IN SUPERVISING FOOD SAFETY IN CATERING
Shift Managers focus on the bigger

picture. They make sure that all
areas of the restaurant are running
smoothly, the team members are
happy and properly trained, and the
customers are getting great food, fast.
Shift Manager
shift
manager
Every year I set up an event to raise

money for the McDonalds charity RMHC.
This year I fancied doing something
a bit different so I thought lets do a
sponsored bike ride from my restaurant
in East Yorkshire to Paris (as you do!).
IN A NUTSHELL
18
19
When I graduated in May 2009

and started scouting for a job,
McDonalds really stood out.
Id heard only good things about
them from the people who worked
there, like how well they look
after you with development and
promotional opportunities. I also
liked the idea of working at
McDonalds because of the way
they source their ingredients:
I grew up on a farm in Yorkshire
which I absolutely loved, so the
idea of working for a business
which uses good quality and
often locally sourced ingredients
felt like the perfect fit.
The training in this role lasts for
20 weeks, and once completed
Ill be a fully qualified Second
Assistant Manager. Its a course
designed for uni graduates like
me and its a fast track into the
more senior managerial roles
of the restaurant. The first five
months of training were intense:
I learnt how to cook, how to serve
customers, how to work the drive
thru and loads of other essential
restaurant skills: it laid a great
foundation. At the end of this initial
training I passed my Shift Manager
course and was officially accepted
as a Trainee Business Manager,
and awarded a qualification thats
the equivalent of an A-level to add
to my CV, which is pretty sweet!
For the next part of the
Management Development
A QUICK LOOK
I grew up on a farm in Yorkshire,

which I absolutely loved, so the idea
of working for a business which uses
good quality and often locally sourced
ingredients felt like the perfect fit.
Programme you work as a
manager. I was obviously a little
daunted at first, especially when
my Business Manager was away,
but I think there was always part
of me thinking, Wow Im in charge
of everything brilliant. I have
to look at the restaurant like its
my business and think about
marketing, leadership, HR and
finance, amongst other things.
This means I spend some time
in the office as well as on the
restaurant floor.
IN A NUTSHELL
Trainee Business Managers are

on a fast track to a managerial
position they complete 20 weeks
training after which they work as
one of the Assistant Managers
in the restaurant.
RESPONSIBILITIES
Trainee Business Managers
are responsible for a wide
range of tasks related to
the running of a business,
these include stock control
inventories, recruitment,
training and customer service.
SKILLS
Trainee Business Managers gain

great commercial skills in key areas
like finance, marketing, leadership
and HR. Theyll also attend several
courses at our training centre to
learn new business skills and help
develop leadership skills.
My two big passions in life

are football and business,
so I took my degree in
Business Management at
Alabama University where
they take girls football really
seriously. I chose to work for
McDonalds rather than play
professionally, but footballs
still a big part of my life: Ive
helped my restaurant provide
kits for local teams and I coached
the boys team for the McDonalds
Cup this year: they got to the
semi-finals which was pretty
good going!
NICE PERKS
Trainee Business Managers get

excellent training to help them
climb quickly to the level of
Business Manager. They get
six weeks of paid holiday a year,
an annual performance-related
pay review and lots of other
competitive benefits.
HOW TO GET
STARTED
Im conscious of how much

time and effort McDonalds have
put into training me and Im really
eager to repay them by training
other people. I recently took over
the running of the Apprenticeship
Programme in my restaurant so
Im hopefully already making
a difference.
If youd like to work as Trainee

Business Manager, youll need
to be a graduate or someone
with business experience.
Youll need to be tenacious,
hard working and passionate
about business. To find out about
Adele
Trainee Business Manager
Trainee Business
MANAGER
job role 6
20
21
job role 7/8
Ive been at McDonalds for three

and a bit years and in my current
role I help my Business Manager
run the restaurant. Im a First
Assistant Manager which means
I have a bit more responsibility
than a Second Assistant Manager,
but what I do on a day-to-day basis
isnt all that different, its just about
experience. Its nice to reach a
position in which Im actively
helping other people climb the
career ladder.
In the time Ive been working as a
First Assistant Manager Ive helped
develop three Crew Members into
new Shift Managers. I help my Shift
Mangers through the Management
Development Programme by
partnering up with them on shifts,
to show them how to manage a
big team and keep standards high.
Training and people development
are a big part of my job. Im
learning how to recognise the
people with potential, as well as
how to structure a team so that
were making the most of
everyones individual strengths.
I also help out my Business

Manager with the office-based
side of the job. I look after things
like our inventories and I play a big
part in recruitment too. I actually
feel really proud to be part of a
countrywide team of managers
who make McDonalds what it is.
To be a good First Assistant
Manager you need your team to
trust you, largely by showing that
youre a nice person as well as a
competent leader. Its not difficult to
make the team feel invested in the
restaurants success, sometimes
its as simple as sharing the sales
goals for the shift theyre working
on. Another thing which can make
a team feel empowered is getting
them involved in projects beyond
the restaurant doors. I work with
some volunteers from my restaurant
on a project called Tidy Towns.
We do things like cleaning rivers
and organising local litter picks.
IN A NUTSHELL
First and Second Assistant

Managers work as part of the
restaurant management team.
They take on some of the
responsibilities associated with
running the business.
RESPONSIBILITIES
Assistant Managers set targets,

manage budgets and control stock
levels, all excellent training if theyre
aiming to become a Business
Manager. They also develop
employees: helping with recruiting,
training and inspiring people.
SKILLS
Assistant Managers gain all the

financial and people skills they need
to take the next step in their career
and become a Business Manager.
Theyll learn how to lead a team,
how to spot and promote talent,
and how to keep the restaurant
functioning well day-to-day.
NICE PERKS
Assistant Managers gain a rich

understanding of what it takes to
run a successful business. Theyre
trusted to make important decisions
and they get the opportunity to work
closely with the Business Manager.
Ive applied to work in the Olympic

Park restaurants and Ive got my
fingers crossed Ill make the grade.
I think the buzz and atmosphere
at the Games will be just incredible
and of course the restaurants
will be breaking records which
I love to do.
HOW TO GET
STARTED
If youd like to work as an

Assistant Manager youll need
to have worked as a Shift Manager
or to have completed the Trainee
Business Manager Programme.
You need to be ambitious, work well
under pressure and have excellent
people skills. To find out about
learning and working with us visit
Leah
Assistant Manager
Theres also a big business element

to my role: I have to run the
restaurant when my Business
Manager isnt there, so I need to
be 100% across everything that
happens on a shift and ready to
help if the Shift Manager needs me
to. I love the thrill of a big business
win; its always an amazing feeling
when we break a sales record.
A QUICK LOOK
ASSISTANT
MANAGER
To be a good First Assistant Manager

you need your team to trust you, largely
by showing that youre a nice person
as well as a competent leader. Its not
difficult to make the team feel invested
in the restaurants success, sometimes
its as simple as sharing the goals
for the shift.
22
23
I think the best managers are people

who understand that not everyone has
the same background; you have to
identify everyones individual needs and
abilities. Making your team feel at ease
is hugely important, if theyre happy
then customers leave grinning too.
As a Business Manager I work

to make sure that my restaurant
team is well trained, that my
customers are happy and that my
restaurant is profitable. I spend the
majority of my time on the floor but
I also incorporate a chunk of quiet
office time into my day, when I can
work on the numbers and analyse
results. What I enjoy most about
my job is the people side. I think
the best managers are people who
understand that not everyone has
the same background: you have
to identify everyones individual
needs and abilities. Making your
team feel at ease is hugely
important, if theyre happy then
customers leave grinning too.
In the time Ive been managing
my restaurant Ive put a lot into
developing people. I have 14
managers who Ive nurtured from
when they first came in as Crew
Members. I deliver lots of the
in-store training myself to ensure

that my team have the right skills
to deliver a great customer
experience. I oversee all the hiring
decisions for my restaurant so I
feel invested in the future of every
employee. When Im hiring I look
for talented people with ambition
to work their way up, and I use the
Apprenticeship Programme to
show future employees just how
much they could get out of their
McDonalds experience.
A Business Manager is in charge of

running the restaurant. An average
McDonalds restaurant has an
annual turnover of around 2million,
serves over 1,000 customers a day
and employs around 80 people.
RESPONSIBILITIES
Business Managers are fully

accountable for everything that
goes on in the restaurant; they have
to keep standards high, develop
employees, keep their customers
happy and drive the restaurant
to be more profitable.
SKILLS
I left the Seychelles when I finished

college, I couldnt wait to see the
world, so I didnt go to university.
Now that Im a bit older I can
really see the value of education.
Thats why I decided to apply
to do the Foundation Degree in
Managing Business Operations,
through McDonalds and
Manchester Metropolitan University.
Its given me an enormous amount
of confidence as a Business
Manager and has helped me to
be even more effective in my job.
Business Managers develop

fantastic leadership skills and
impressive business acumen.
Their role gives them the
opportunity to really make their
mark in the hospitality industry
as well as their local community.
NICE PERKS
Its a prestigious position with great

benefits. Business Managers can
also gain a Foundation Degree in
Managing Business Operations
from McDonalds and Manchester
Metropolitan University.
For me, this role is also a chance

to make a positive impact in my
community. Last year, on
Christmas Day, we opened up
the restaurant and with the help
of my wife and some generous
crew, we made lots of bacon rolls
and coffees to take to patients in
our local hospital. It was such an
amazing feeling walking in
there and seeing how much it
meant to them to be remembered
on Christmas morning.
HOW TO GET
STARTED
If youd like to become a Business

Manager youll need to have been
an Assistant Manager. You need
to have a genuine passion for
hospitality and be driven to
achieve great things for yourself,
your restaurant and your
community. To find out about
visit mcdonalds.co.uk/people.
Marcus
While working as a BUSINESS manager You can Achieve

A Foundation Degree in Managing Business Operations
IN A NUTSHELL
Business Manager
Business
MANAGER
I moved to England from the

Seychelles eight years ago,
McDonalds was the second job
I got here. I still know the exact
date I started; it was 14th July
2004. I vividly remember how
after the end of my first shift
it was announced that wed
reached a record sales figure
for that restaurant, everyone
was high-fiving and there
was this amazing sense of
achievement as a team. It was
in that moment that I thought,
This is the right job for me.
A QUICK LOOK
job role 9
24
25
Operations
Consultant
Ive been involved in finding the

employees who will work in our
McDonalds restaurants in the Olympic
Park. Its a really exceptional opportunity;
some of them will even get the chance to
serve the best of the best in the athletes
restaurant. Well be looking for people
to showcase the skills we foster in our
employees every day, like great customer
service and a cool head under pressure.
I look after the wellbeing and
interests of nine restaurants.
I want them to be places where
talent is nurtured and people
can build a strong foundation for
their future, as well as them being
healthy businesses. I focus on
the day-to-day running of the
business looking after areas which
include people, finance and of
course, the customer experience.
You can guarantee that nearly

the whole group will buy a ticket
for them, because working at
McDonalds gives people a real
sense of community.
A QUICK LOOK
job role 10
I encourage my Business
Managers to push for the next
level by giving them plenty of
training, guidance and support;
ideally everyone in the business
should be able to look at the
I always arrange my own schedule position above them and think,
(which is a blessing if youre a
Yep, Id love to do that. Maybe
working mum!) and typically Ill
Im passionate about development
spend Monday in the office and
because I worked my way up
the rest of the week in one of the
the business from my first job
restaurants with the Business
as a Crew Member. My Business
Manager helping them capitalise
Manager at the time made me
on opportunities.
realise how much opportunity
there is here.
I want everyone I manage to
feel comfortable approaching
Ive got a bit of a once-in-ame. I wont make a decision
lifetime event coming up: Ive
about the direction of my group
been involved in finding the
of restaurants without discussing
employees who will work in
it first with the Business Managers our McDonalds restaurants
and listening to everyones ideas.
in the Olympic Park. Its a really
Ultimately I may be their boss
exceptional opportunity; some
but they do the work and get the
of them will even get the chance
results, so they should absolutely
to serve the best of the best in
have a say.
the athletes restaurant. Well be
looking for people to showcase
Being an Operations Consultant
the skills we foster in our
gives me a platform to make
employees every day, like great
a difference. My group of
customer service and a cool head
restaurants is passionate about
under pressure.
organising events, like fancy
dress nights, to raise money
for the charity RMHC.
IN A NUTSHELL
Operations Consultants provide

leadership, coaching and direction
to a group of restaurants, typically
seven or eight. They develop a
team of managers to deliver high
standards across the group.
They have an eye to the long term
success of the restaurants and
work with the Business Managers
to take them in the right direction
to achieve these goals.
RESPONSIBILITIES
Operations Consultants look after

the success and reputation of a
group of restaurants. They shape
strategies for the group and
supervise the Business Managers
delivery of them. They build strong
working relationships, in particular
with Business Managers and
management teams.
SKILLS
Operations Consultants develop

a sophisticated understanding of
McDonalds as a business. They
become excellent at negotiation and
morale-boosting and they have a
knack for delivering results. These
skills could lead to taking up a
secondment at Head Office, gaining
valuable insight into the business.
NICE PERKS
Operations Consultants get fantastic

networking opportunities. They get
to meet opinion formers and local
leaders and work with them in the
community. The level of influence
they have allows them to be a real
force for good in their local area.
HOW TO GET
STARTED
Zoe
Operations Consultant
If youd like to work as an Operations

Consultant youll need to have
worked as a Business Manager,
be a collaborative leader and take
a wide and analytical view of the
McDonalds business. To find out
about learning and working with us
26
27
A QUICK LOOK
FranchiseE
Consultant
job role 10
My primary aim is to support

Franchisees in running their businesses
successfully. If theyre happy and their
restaurants are thriving then thats my
job done well.
My first job, like lots of my
colleagues, was as a Crew
Member. Since then Ive worked
my way up to become a Franchisee
Consultant and Ive always felt
really well rewarded. Ive even
won the Presidents Award, its
a global award and its basically
McDonalds way of rewarding the
people who have given really
exceptional performance over
a period of time. Now I work to
create a culture that recognises
and rewards hard work in
my Franchisees restaurants;
McDonalds is about promoting
talent and giving people
opportunities, and its important
that everyone knows it.
For the Franchisees I work with
Im the face of the McDonalds
brand. Im also a business advisor
to the 22 restaurants which
my group of Franchisees own.
My primary aim is to support
Franchisees in running their
businesses successfully. If theyre
happy and their restaurants
are thriving then thats my job
done well.
Its interesting how much attitudes
towards McDonalds have changed
in the time Ive been working here.
about equal opportunities, but here

everyones genuinely on a level
playing field, irrespective of gender,
age or ethnic background. Thats a
McDonalds value that really means
a lot to me.
IN A NUTSHELL
Franchisee Consultants offer

business advice and support
to Franchisees to help them run
successful restaurants with high
standards, so building strong
working relationships is absolutely
at the core of this role.
RESPONSIBILITIES
Franchisee Consultants regularly

visit restaurants to spend time
with Franchisees and support them
in running their businesses. They
need to offer sound business and
operations advice to Franchisees
and their restaurant teams.
They also work with Franchisees
to devise strategies to continuously
improve the performance of their
restaurants.
SKILLS
Franchisee Consultants develop

excellent people skills; they learn
how to communicate well and
how to work collaboratively with
business owners. They also develop
deep and broad-reaching strategic
abilities which help them connect
their Franchisees objectives with
the wider Company goals.
I get to hear of hundreds of

interesting local projects through
my job. For example, I found out
about a mentoring scheme in my
local community to help offenders.
I got involved in giving them the
support they need not to reoffend.
I help them write a CV, open a
bank account and get in touch
with housing offices. Its something
that really touched my heart, the
chance to help them break the
cycle. I also mentor school children,
with them I cover everything from
homework techniques to business
know-how. I often use McDonalds
as an example when were talking
about business skills or corporate
social responsibility. Id like to think
that a couple of them might feel
inspired to enter the business,
I know theyd be welcomed and
nurtured by McDonalds. Ive never
worked for anyone but McDonalds
and I cant imagine I ever will.
NICE PERKS
Franchisee Consultants are

prepared through an advanced
training programme delivered
in the UK and they also get the
opportunity to visit Chicago for a
week-long course at McDonalds
global Headquarters.
HOW TO GET
STARTED
Franchisee Consultants need to be

experienced in the management of
a McDonalds restaurant and will
most recently have worked as an
Operations Consultant. They need
strong business acumen and to be
passionate about supporting
Franchisees in developing their
businesses. To find out about
learning and working with us visit
Sheri
Franchisee Consultant
I think the qualifications were

providing have definitely turned a
few heads. A lot of companies talk
28
29
CASE STUDY 1
You have to
love what you
do because there
are no short cuts.
If customers come
to the restaurant
and get a warm
welcome, quick
service and tasty,
fresh food then
theyll come again.
Franchisee
McDonalds has about 160

Franchisees in the UK. Franchised
McDonalds restaurants are owned
and operated by business people
who invest money and years of
valuable experience into each
restaurant. They receive training
and support from McDonalds to
help them develop a successful
business.
Our Franchisees like to get
involved in their restaurants local
communities. They and their
restaurant teams might sponsor
grassroots football, support local
schools or help charities with their
fundraising initiatives.
Our Franchisees are absolutely
central to what we do. Theyre
far more than investors; they help
shape the business.
Meet Afia, a Franchisee of
three McDonalds restaurants
in the Midlands:
Why do you think its
important for McDonalds
to have Franchisees?
Theyre a fresh pair of eyes.
I think of McDonalds as an ideas
business which is why it works so
well when they invite people with
different experiences behind them
to run their restaurants. I came into
the role of Franchisee inspired by
my first two businesses but also
with the experience of having been
a customer. I could see the business
from both sides of the counter.
to this amazing support network;

I spend a lot of time with my
Franchisee Consultant who knows
McDonalds inside out. I bounce
ideas off him and get his insights.
Also I like the feeling of being
connected to a bigger company;
its a very sociable way of running
a business.
What do you love most about
the job?
Developing people, definitely. Im
so enthusiastic about this business
and Ive managed to surround
myself with people who feel the
same. Many of the current managers
in my restaurants began as Crew
Members. During my ten years as
a Francisee, Ive given them the
training theyve needed to grow
into people who have the authority
and strength of character to run
a business.
Whats the secret to running
a successful restaurant?
You have to love what you do
because there are no short cuts.
If customers come to the restaurant
and get a warm welcome, quick
service and tasty, fresh food then
theyll come again. Thats how you
build up a loyal customer base and
ultimately thats what keeps you
doing good business.
Afia
Franchisee
Why did you choose to become a

Franchisee rather than a straight
forward business owner?
I learnt a huge amount from
my first two businesses, but it
was tough running them alone.
My aspiration was to become
business-savvy enough to be
accepted as a McDonalds
Franchisee. I wanted to be in
business, but I wanted to do it with
the weight of a successful company
behind me. Franchisees get access
30
31
CASE STUDY 2
Leah has worked for McDonalds for
15 years; her current role is McDonalds
Olympic Park Operations Manager
TELL US ABOUT
YOURSELF
What do you think youll be doing in

10 years time?
I know Ill be working at McDonalds, but
beyond that I cant be sure. At McDonalds
youll never find yourself in a role youve
outgrown. I think if you make your
decisions based on the opportunities
that genuinely excite you then youll do
a much better job and be more fulfiled
as a result.
Tell us something about yourself
that few people know?
If I wasnt doing this Id love to be a
criminologist; Ive even got a BSC in
Social Research.
McDONALDS &
LONDON 2012
How are the plans for the Olympic Park
restaurants taking shape?
Pretty nicely, were ahead of time! Im
thinking about the preparation in two
stages; planning and activation. Planning
is about getting the details right so that
How is the design different to normal?

In many ways its business as usual, we
always try and design our restaurants so
that they fit really nicely into their
surroundings and meet the needs of the
community. The Games takes that principle
to a grand scale: were designing our
restaurants to be a space in the Olympic
Park that spectators really want to visit. And
there are some special touches of course,
the buildings will be sustainable and the
materials will be recycled after the Games.
What moment are you most looking
forward to?
Oh wow, there are so many. But it will be
amazing to see our Olympic Champion
Crew and Olympic Management Team
showcasing the talent of our workforce.
Theyll be making it all happen; I cant
wait to see them enjoying the experience
of a lifetime at the Games.
What do you want the experience
of eating in one of the McDonalds
restaurants in the Olympic Park
to be like?
I want every customer to experience
absolutely top notch service. There isnt
any room for error. Weve been planning
for nearly three years; its got to be brilliant.
Ive got total faith that well bowl people
over, great customer service is in the
Companys DNA.
TO SERVE ABOUT
1.75 MILLION
MEALS
OVER THE
29 DAYS OF THE
OLYMPIC
AND PARALYMPIC GAMES
Leah
McDonalds Olympic Park

Operations Manager
McDonalds olympic Park
Operations
manager
What does working at McDonalds

mean to you?
For me, its all about the amazing career
journey you can have here. I began as
a part time Crew Member and after
university my manager offered me a job
as a Second Assistant Manager; Ive never
looked back. I feel very proud to work
here, particularly as a woman. Through
McDonalds Im actively involved
in the Womens Leadership Development
Programme; a group which supports
women by providing training and advice to
those taking on senior roles. McDonalds
is a Company which takes equal
opportunities very seriously and to me
thats an absolutely vital attribute for
an employer to have.
customers have a good time visiting the

restaurants, and activation is what well be
doing in June when we bring all the plans
to life. Its one of the largest restaurant
projects the business has ever seen. Were
expecting to serve about 1.75 million
meals over the 29 days of the Olympic
and Paralympic Games, which is pretty
amazing. There will be four McDonalds
restaurants in the Olympic Park. One of
them will span two floors and have our
broadest menu range ever.
WERE EXPECTING
32
33
CASE STUDY 3
TELL US ABOUT
YOURSELF
mean to you?
I love that its a completely progressive
Company and I get to be involved with that.
Im proud of the way were trying out lots
of new products on our menus (and of
course everybodys favourites are still
there). Were also using technology to
support the business and giving our
restaurants a whole new look.
What do you think youll be doing in
10 years time?
Ill be at McDonalds and I hope to fulfil
my potential. Ive had such a varied career
with my previous job allowing me to work
within the European team. It was the kind
of opportunity that comes once in a lifetime.
I had a fantastic time travelling to different
markets and gaining an understanding of
how diverse McDonalds is.
I played semi-professional football for a
few years alongside my job at McDonalds.
The business was very flexible and
allowed me to fit my work around training
and matches. When I decided to pursue
a career in McDonalds, they gave me
every opportunity I needed to succeed.
McDONALDS & PLANS

FOR THE FUTURE
Tell us about your role?
Well, its a new one which has been
re-introduced to help restaurants put into
practice some of the new initiatives which
you might have seen in your local
restaurant. I work with people from across
the business; including Executives,
Consultants, Head Office departments and,

of course, the restaurant teams. I create
strategies to help restaurants get to that
great moment of truth, like when customers
first taste a new product or notice were
open later.
What new initiatives are you working
to introduce?
At the moment it is all about the overnight
business, hospitality and the make-over
were giving our restaurants.
Where did the ideas for those initiatives
come from?
The ideas come from listening to our
customers and employees. I spend a large
amount of my time in restaurants which
means I can understand first-hand what
the actual needs of the restaurants are.
Whats the main advantage of
restaurants embracing new initiatives?
It is important that McDonalds remains
relevant and our customers know they
can always depend on us. Our changes
are to make the restaurants even more
appealing and accessible; when lots of
different types of people enjoy eating in
your restaurant, thats always going to
be good for business.
IT IS IMPORTANT
THAT McDONALDS
REMAINS
RELEVANT,
AND OUR CUSTOMERS
KNOW
THEY CAN ALWAYS
DEPEND ON US
Steve
Sales Enablers Manager
sALES ENABLERS
manager
Steve has worked at McDonalds for 17 years:

his current role is Sales Enablers Manager,
helping to introduce new initiatives in
McDonalds restaurants and making sure
the existing ones run smoothly.
34
35
Liz has worked at McDonalds for 14 years and is

currently an Operations Training Officer.
Louise has worked at McDonalds for 13 years and is currently

an Education Officer.
TELL US ABOUT YOURSELF
TELL US ABOUT YOURSELF

mean to you?
I love how the Company continually
challenges and pushes you. Theyre always
taking you out of your comfort zone and
thats so important if youre going to
develop professionally. I recently moved
from a Business Manager role to a two
year secondment in Head Office, it was an
enormous challenge but its opened my eyes
to the wider business and Im learning so much.
Whats been your proudest moment so far?
When I was working as a Business Manager
I was given the Employer of Excellence
award. The prize was a stay in the Company
villa in Portugal with myfamily.
My mum was a national athlete for Ghana,
so I was very sporty when I was younger.
You name it, I did it: judo, swimming, tennis,
athletics, a bit of everything really.
TRAINING AT McDONALDS
What kind of training do people
get at McDonalds?
There are a couple of different ways that we
train people; we provide formal courses and
we empower restaurant teams to teach
each other on the job. Training happens
every day in our restaurants and its often
provided by employees themselves. My
department shapes and supplements that
training. We conduct lessons in restaurants,
as well as teaching in the classroom; we
36
Education Officer
Here we shine the spotlight on two women providing our employees with everything they need
to expand their options and develop their careers.
Louise
Across the UK our employees are working towards gaining qualifications. For some of them
its the first qualification theyll be awarded but, thanks to the variety of qualifications we
offer, its often not the last. Our qualifications now range from Adult Certificates in Literacy
and Numeracy, through to a Foundation Degree in Managing Business Operations.
Liz
training and
education
Training will always be a huge part of what we do

at McDonalds; we see it as everyones job, every
day. So it made perfect sense for us to build on
our tried and tested training programmes, with
nationally recognised qualifications. These have
proven to be a runaway success, helping boost
our peoples confidence, build their skills and
enhance their careers.
Operations Training Officer
CASE STUDies 4 and 5
have a great training facility in our Head Office.

The opportunity to take a break from your
day job is great for managers; it gets them
to think in a more focused and analytical
way about the decisions they make every day.
How do you make sure youre
delivering an engaging course?
It always needs to be very interactive.
Youre talking to people who thrive in a busy
energetic atmosphere; theyll get bored if
theyre just sitting still in a lecture theatre.
I often ask my students to work in teams
to come up with solutions to a problem.
Then I arm them with a flipchart and they
present back to the rest of the group.
People generally leave feeling much more
confident about communicating their ideas.
What makes someone right for a role in
the McDonalds Training Department?
It takes all sorts. But what everyone has in
common is that, although were based in an
office, were totally connected to the reality
of what goes on in a restaurant. Progress
at McDonalds is fast-paced and you have
to embrace that to stay relevant and
interesting as a trainer.
What makes training at McDonalds
special?
At McDonalds its never been a case of
developing a format and sticking with it,
instead we listen to what our employees
tell us about the kind of training they want.
Ultimately this means that the training you
get with us is highly targeted, its always
going to be 100% relevant to the job and
genuinely developing your skills and potential.

mean to you?
I think the biggest thing is opportunity. I have
had so much opportunity through my job and
seen so many others really make a difference
to their lives throughMcDonalds.
I was a performer at the 2000 Sydney
Olympics. I used to dance so we went out
there with our dance troop to perform. It was
amazing. We did loads of tours actually, we
even went to Euro Disney, but the Sydney
Olympics was definitely the big one.
What do you think youll be doing
in 10 years time?
Ill still be with the Company. McDonalds is
brilliant at identifying peoples strengths and
thinking, Right, that person would be great
in this role.
EDUCATION AT
McDONALDS
How do education and training
work together?
The key thing is that training has always
been there. Our founder was talking about the
importance of training way back in the 1950s.
The education team take those robust training
programmes and embed the qualifications,
showing the wider world how much
knowledge and skill our employees have
accumulated through their training.
How old is the Education Department

in McDonalds?
It was created in 2006; I was the original
member actually! When it started I was there
to deliver stand-alone qualifications in Maths
and English. Butwe quickly saw that we had
something really innovative which our
employees loved. We thought, Weve got a
great training programme, lets take this to
the next level and enhance it with work-based
qualifications. The ability to deliver
qualifications online and on the floor were
massive developments because equality of
opportunity is a core value of McDonalds;
we dont want to do great things in just one
restaurant, we want them to be available
toeverybody.
How is McDonalds leading the

way in the hospitality sector with
its education programme?
There are lots of companies creating
education programmes, which is great.
Whats unique about McDonalds is the scale.
Weve gone for a completely embedded model
of education which fits into our day-to-day
working environment. Any employee from
anywhere in the UK can study for a
qualification with us.
Whats the most popular qualification

that McDonalds offers?
The Apprenticeship is the biggest by far;
weve had over 10,000 people complete it
already and there are currently a further 7,500
studying for one. I can remember when we
took our first ten Apprentices out to Prague for
our Annual General Meeting. Suddenly there
was a real buzz in the wider Company about
the qualification. We thought, Wow, this is
going to be really big!
How did the 2010 Ofsted inspection go?
We were awarded a Grade 2, Good, which
we were really pleased with. It was great
to get that endorsement. They praised our
progression route which is something that
has been central to McDonalds for so long
weve almost forgotten how unique it is.
37
DO MORE
WITH US
38
So far youve seen how our

excellent training makes
working with us worth much
more than just a pay-cheque.
But thats not all we mean
when we say McDonalds
gives its people more. This
page is dedicated to all the
great benefits and unusual
perks that working life at
McDonalds has to offer.
PASSIONATE ABOUT
FOOTBALL
Everyone who works with us

quickly discovers how much we
love the beautiful game. Were
a Community Partner of all four
UK Football Associations; a
commitment which sees us
provide support to over 6,000
grassroots football clubs and
20,000 coaches across the UK.
Every year we invite employees

from restaurants and offices
across the country to lace up their
boots and enter the McDonalds
Cup. This is an FA Cup style
five-a-side knockout competition,
open to men and women. Last
year over 600 teams battled it out
at local grounds and over 4,000
employees gave their best game
for a chance to play in the final at
Wembley Stadium.
Were proud of the UKs grassroots
football culture and we want as
many people to be involved as
possible. Which is why we provide
all our employees with the
opportunity to gain their first FA
coaching badge for free under our
Football Coaching Programme.
WELLBEING
For some people working at

McDonalds is a full time career,
while for others its a role which
they need to fit around other
commitments like studying at uni
or bringing up children. We believe
100% in flexible working, so we
offer career opportunities that
enable our people to work either
full or part time. This means that a
job at McDonalds will never get in
the way of other important things
in your life, we fit around you, not
vice versa.
We think that people work best
when theyre properly supported,
which is where the other aspects
of our Wellbeing Programme come
in. Through it our employees get
perks like a free meal allowance
and discounts from popular high
street retailers.
We also offer help and advice

on loads of relevant issues from
nutrition to personal finance.
We send our restaurants free
cricket and footy kits. Some
restaurants use them to chill out
with a casual game in the park,
while others get themselves match
ready for the McDonalds Cup.
ONLINE COMMUNITY
Everyone who works for
McDonalds has access to
ourlounge.co.uk. Its a brilliant site
for those looking to develop their
career as its full of handy advice
on subjects like CV writing and
new restaurant initiatives. Its also
where you go to complete work
towards many of the nationally
recognised qualifications
McDonalds offers. Theres a social
side to the website too; it connects
you to the wider UK McDonalds
community by giving you a chance
to publish your own articles and
reviews, browse pieces written by
crew from around the country,
comment on forums and vote in
polls. Plus theres lots of content
to keep you entertained, including
competitions, quizzes, and insider
exclusives on our new products
and advertising campaigns.
And of course theres our

involvement with the greatest
sporting event ever to come to
Britain, turn over for our special
London 2012 pages.
39
mcdonalds at
london 2012
40
PEOPLE
RESTAURANTS
FOOD
LEGACY
At the heart of the Olympic Games

are up to 70,000 volunteers,
whose work will make sure that
the London 2012 Olympic and
Paralympic Games goes down
in history as a truly brilliant event.
Weve helped to recruit these
volunteers and now were
helping to train them, putting
our experience of training our
own 87,500-strong workforce
to good use.
Our restaurants in the Olympic Park

will be the busiest in the world and
staffed by talented employees
chosen from all over the country.
Theyll be working in four specially
designed and built restaurants;
two serving visitors, one in the
media centre and one, excitingly,
in the Athletes Village. Making
sure the interiors are breathtaking is acclaimed designer
Philippe Avanzi. Theyll also all be
constructed in an environmentally
friendly way and parts of them will
be re-used after the Games.
The amount of food well be

providing during the Games will
be truly staggering; the organising
committee of the Games (LOCOG)
have even described it as the
largest catering operation in
peacetime history. In all four
McDonalds restaurants in the
Olympic Park, well be serving up
our high quality food made with
great ingredients sourced from
British and Irish farms wherever
possible.
But its not just about one great

sporting event; everyone involved
in the Games wants to do things
that have a long term positive
impact on the UK and McDonalds
is no exception. Well be launching
a new uniform to honour the
Games which will then be
introduced across the country.
This new uniform will not only
make our crew look great, its
environmental credentials will also
mean it does its bit for the planet.
Were also giving our employees

a chance to experience the
Games by coming to London to
work in one of our London 2012
restaurants. These employees will
come from all over the UK and
will be chosen on the basis of their
skills, passion and commitment.
41
42
McDonalds is playing a huge part

in helping to attract, select and
train up to 70,000 volunteers who
will be making London 2012 run
smoothly. Its no surprise that the
applications for volunteer positions
at the Games far exceeded the
number of places; a real testament
to the UKs sense of pride and
occasion. Among the people who
have been chosen to volunteer
at the Games is McDonalds
employee Carolina.
Theres been a real sense of
excitement at McDonalds since
the partnership with the Games
was announced. Actually it was
on the McDonalds employee
website, ourlounge.co.uk, that
I first heard about opportunities
to volunteer at London 2012.
It was this amazing chance to
be part of something historic
and I wasnt going to let it
pass me by.
I remember walking into my

volunteer interview and seeing
this big McDonalds poster
and instantly feeling confident.
Its a boost to know I belong
to a Company thats playing
such a big part in supporting
the Games.
Lots of the skills Ill be using
as a Games Maker are ones
I picked up at McDonalds.
Im used to managing up to
40 people on a busy shift so
Im pretty confident Ill be a
good London 2012 Team Leader.
If youre coming to London for
the Games Ill be there to make
sure you have a brilliant time.
Carolina
Games Maker
McDonalds will have four

restaurants in the Olympic Park
and we want everyone who visits
them to have an exceptional
experience. Thats why weve been
searching across all of our 1,200
restaurants to find seriously
talented employees to work in
them. The Olympic Champion Crew
have been put through their paces
at selection events nationwide to
see if theyve got what it takes to
make McDonalds at London 2012
truly great. Paige is one of our
Olympic Champion Crew.
I think I was chosen as one
of our restaurants Olympic
Champion Crew because Im
upbeat and really love my job.
Im sort of a mother to crew;
whenever things get a bit busy
I make an effort to be chatty to
keep everyone feeling relaxed.
All the Olympic Champion Crew
went to a special selection event
where we were tested on our
skills. I wont pretend I didnt
practise lots for it; its a once in
a lifetime opportunity and I put
my absolute all into it.
Working in my restaurant helped

prepare me; we had to do a
practice shift on the selection
day and it was just like being at
work, with the same buzz.
I met lots of new people on the
day; it doesnt matter which
restaurant you come from,
everyone is so friendly. Working
with so many different people at
the Games will be amazing.
When I found out Id got through
I was just so excited. At times
our restaurant gets so busy
its almost like a mini Olympic
restaurant, so I feel well
prepared. At the Games Ill be
focusing on the same things
I do in my restaurant; being
alert and making sure that
every customer gets a smile.
To serve people from all over
the world will be brilliant. The
Games will be one of the most
memorable events of the decade
and Im going to be part of it,
I couldnt ask for more.
Paige
Olympic Champion Crew
Champion CREW
Games
MakerS
Im used to managing up
to 40 people on a busy shift
so Im pretty confident Ill
be a good London 2012 Team
Leader. If youre coming to
London for the Games Ill
be there to make sure you
have a brilliant time.
To serve people from all over the

world will be brilliant and Ill feel
very proud to say I worked at
London 2012.
Olympic
Mcdonalds
at London 2012
43
44
In the heart of Milton Keynes one restaurant has

boldly gone where no McDonalds has before. Six
months ago the restaurant underwent a makeover
with a difference as iPads, video screens and an
interactive table were brought in to the dining
area. But this restaurant doesnt just look different;
it works a little differently too. Customers can opt
to order from a self-service area and get their food
made to order. Heres what the restaurant team had
to say about their restaurant.
When we first opened with

the new design you could see
peoples jaws dropping; I feel
very proud to work here. The
fact that it runs so well shows
what a strong team we are.
We have unconditional respect
for each other.
Lucy, Second Assistant Manager
This is the perfect restaurant to

bring kids to. Weve got a great
play area and I make sure that
the party room always looks
special. I love chatting to the
young customers and showing
them how to use the iPads.
Mina, Customer Care Assistant
Customers say its

futuristic, like something out
of Star Wars. I like seeing
how impressed they are.
Jay, Crew Member
The self-service element can be

a challenge for us because its
so different to how things work
in other restaurants. But I really
like it because of that; it makes
our restaurant special.
restaurant
profile
glasgow
milton keynes
restaurant
profile
Theres no disputing that the Robroyston restaurant in

Glasgow is that little bit special; not only is it a new
restaurant which has proved hugely popular, its also
home to a seriously committed team. Theyre the
people to thank for its famously thorough litter picks
and cheery round-the-clock service. Heres what the
team had to say about their restaurant.
I volunteered to take part in a

giant litter pick with four other
McDonalds restaurants recently.
It was chilly but it was a good
laugh. I like working here
because I feel like the managers
take our duty to the local
community really seriously.
Sheree, Crew Member
I love the culture of flexibility in

this restaurant. You get so many
opportunities and the fact that
were open late gives everyone
a great pick of shifts.
Harjinder, Crew Trainer
Working here in this fast-paced

environment has brought me
out of my shell, it also helps that
weve got great customers who
praise you.
Tammy, Crew Member
I came in to train the new team

when the restaurant opened and
Ive never looked back. I love all
the team and the fact that theres
always a bit of a buzz.
Cheryl, Shift Manager
Sarah, Crew Member
45
restaurant
profile
st albans
restaurant
profile
In pretty Hertfordshire, the St Albans McDonalds

restaurant draws the crowds with its friendly customer
service, stylish European design and laid-back caf
atmosphere. Its not just the customers who see the
benefits of this restaurant; employees have had
the opportunity to play at Wembley in the final of the
McDonalds Cup. And the Crew Members can benefit
from the excellently taught Apprenticeship and strong
culture of internal promotion. Heres what the team
had to say about their restaurant.
Im one of our Planet

Champions, I went on a course
to learn about planet-saving
initiatives and how to set
environment goals for my
restaurant: Im chuffed to be
making a difference.
Our football team got to the

final of the McDonalds Cup this
year and I got to play at Wembley,
you could go a long way and not
find an opportunity like that.
It was amazing.
belfast
The second busiest restaurant in Northern Ireland sits

in an area buzzing with history; the Titanic was even
built nearby. But despite being in a place with so
much history this is a very forward-looking restaurant.
It supports and drives community rejuvenation projects
and takes its duty to the local environment seriously.
In fact this is one of many hundreds of restaurants to
have appointed some Planet Champions: team members
whose job it is to help the restaurant become greener.
Heres what the team had to say about their restaurant.
Daisy, Crew Trainer
David, Planet Champion
We have a mutually beneficial

relationship with the community
and support lots of different
local projects, for example we
recently helped out cleaning the
rivers in our area.
John, Business Manager
I took part in a fun day here.

Ronald McDonald came in and
I did some kids face painting.
Our customers really notice
when you do something like
that, we get great feedback.
I love the refurbishment, its

created a sort of caf atmosphere;
lots of our regulars will have a
coffee and settle down to work in
here using our free Wi-Fi.
Anni, Customer Care Assistant
Were an environmentally
friendly restaurant. We do
so many litter picks in a day
I almost lose count and the
refurbishment has brought in
lots of changes for the better,
like eco-friendly light bulbs.
Lisa, Shift Manager
Amanda, Shift Manager
Im going to do the
Apprenticeship, Ive heard how
great it is and I want to play a
bigger part in the Company.
Louise, Crew Member
We sponsor two local football

teams, which means doing
things like providing their kit and
training equipment. We recently
got involved in a fun day with
Stevenage football team. I feel
proud to be helping them and our
local childrens team.
Jo, First Assistant Manager
46
47
qualifications table
Youve read all about how our qualifications develop our employees,
but how do they compare to the qualifications everyones heard of?
The answers are right here in a handy table.
THE QUALIFICATION
WHATS IT EQUIVALENT TO?
WHOS IT ON OFFER TO?
Level 2 BTEC Certificate in Work Skills
GCSE Grade B
Work Experience students
Level 1 Certificate in
Adult Literacy (English)
GCSE Grade D - G
Crew Members or any other restaurant

employee who thinks they would benefit
Adult Numeracy (Maths)
GCSE Grade D - G

Adult Literacy (English)
GCSE Grade A*- C

Adult Numeracy (Maths)
GCSE Grade A*- C

Intermediate Apprenticeship in
Hospitality and Catering (level 2)
5 GCSEs Grade A*- C

Level 3 Award in
Supervising Food Safety in Catering
Level 3 qualification
Shift Managers
Level 3 Diploma in Shift Management
A-level
Shift Managers
Foundation Degree in
Managing Business Operations
Level 4 and Level 5 qualification
Business Managers
a few oF our partners
THE NATIONAL APPRENTICESHIP SERVICE (NAS)

The National Apprenticeship Service has end-to-end responsibility for Apprenticeships
in England and is the Government body that helps companies and organisations
understand the Government skills strategy.
THE SKILLS FUNDING AGENCY (SFA)

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. The SFA supports the McDonalds Apprenticeship Programme.
CITY & GUILDS

City and Guilds is the UKs leading vocational awarding body. City & Guilds supports
McDonalds in delivering our Intermediate Apprenticeship in Hospitality and Catering
(Level 2) and provides us with their expertise and quality assurance.
TRIBAL EDUCATION
Tribal use their expertise in education and technology to support McDonalds Maths
and English programmes through an online learning platform and e-tutors.
MANCHESTER METROPOLITAN UNIVERSITY (MMU)

McDonalds has partnered with Manchester Metropolitan University to create a
Foundation Degree in Managing Business Operations. MMU award this Foundation
Degree which is delivered and assessed by McDonalds.
OXFORD & CAMBRIDGE RESEARCH (OCR)

Oxford and Cambridge Research certify our Adult Certificates in Literacy and
Numeracy at Levels 1 and 2.
EDEXCEL
Edexcel certify the Level 2 BTEC Certificate in Work Skills linked to McDonalds
Work Experience programme. This qualification is available to students who complete
10 days of work experience in a McDonalds restaurant, whilst still studying at school
or college.
PEOPLE 1ST
NEXT STEPS
People 1st is the Sector Skills Council for hospitality, passenger transport, travel and
tourism. Sector Skills Councils are independent and UK-wide organisations led by
employer demand for skills systems in a particular industry.
We hope you enjoyed meeting some of our people.
If theyve inspired you, visit
where you can FIND OUT MORE about
learning with McDonalds.
We hope to welcome
YOU into one of our restaurants soon.

48
THE INSTITUTE FOR EXCELLENCE

IN BUSINESS & EDUCATION (IEBE)
The IEBE is an award-winning charity and professional body. They are dedicated to
improving the employability and life chances of young people.
THE McDONALDS EDUCATION COMPANY (McEdCo)

In June 2009 McDonalds established the McDonalds Education Company, as an
independent company, to ensure good governance of our Apprenticeship Programme.
The aim of the McDonalds Education Company is to support high quality education and
training programmes for all our employees, improving skills and widening their opportunities.
49

MCD Prospectus

Загружено:

Сведения о документе

Оригинальное название

Авторское право

Доступные форматы

Поделиться этим документом

Поделиться или встроить документ

Параметры публикации

Этот документ был вам полезен?

Это неприемлемый материал?

Авторское право:

Доступные форматы

MCD Prospectus

Загружено:

Авторское право:

Доступные форматы

THATS

2 THE McDONALDS PROSPECTUS

1 A word from our Chief Executive, Jill McDonald

A word from OUR Chief Executive

At McDonalds we aim to attract

Our last Prospectus was used by a fantastically diverse

When I take the Prospectus

Sue Sutton, Head of Careers at a UK secondary school

Jane Wells, People Manager

We want to make sure that working

can gain nationally recognised qualifications

Every year, WE Spend

Every day, another 20

And 90% of our Business

Trainee Business Manager

Customer Care Assistant

careers as restaurant crew

Today McDonalds is the

restaurant chain, with over

How did a small but busy restaurant

We have a culture of flexibility, opportunity and

LONDON 2012 OLYMPIC AND

WE LOVE LONDON 2012

our CAREER path

Im originally from Nigeria and

The role of Crew Member is one

With some of my regulars I remember

Its a fast-paced and varied role.

Whatever Crew Members are

Working as a Crew Member lays

Another exciting opportunity

Crew Members get a chance to

If youd like to work as a Crew

While working as a CREW MEMBER You can Achieve

The day after I took my Apprenticeship

restaurant to make sure theyve

Apprentices are employees who

Apprentices work for 12 months

McDonalds has developed me as

Polishing your workplace skills is

I feel like my chances of promotion

Apprentices gain a qualification

Now that Ive passed the English

If youd like to work as an

While working as an apprentice You can Achieve

For me the job is about making people

Customer Care Assistants work

Customer Care Assistants are there

This is a great role for people who

Ive met such great people at

Customer Care Assistants receive

To work as a Customer Care

Customer Care Assistant

One of the things I like most about

My dream is to work as a paramedic

My job is to teach Crew Members

Another key responsibility I have is

Crew Trainers support a team of

A big part of the job is mentoring

Crew Trainers are bound to pick

I took my Apprenticeship last year

Crew Trainers get a chance to stand

Ultimately its my dream to work