Qualities needed for a Supervisor
Burger King looks for commitment and responsibility in their supervisors. This is because they need to be there to supervise their employees to ensure that they are working well. Also make sure that all resources are available so that employees have the materials they need in order to work. Also a supervisor needs the confidence to be the voice of the employees and voice any worries to the manager so that customers do not bombard Burger King. Also, they need to be respectful and courteous when handling situations and motivating the employees as if not they will not be providing a good role model.
Qualities needed for an Employee
An employee needs to have a number of qualities in order to succeed at working at Burger King. Some of these qualities consist of:
- Common Sense
- Urgency
- Flexibility
- Customer Focus
- Respect for others
- Teamwork
- Honesty
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Pride in performance
Employees will be either working with customers or in the kitchen. They need to ensure that their service is fast but of the best quality to withhold the Burger King ‘fast food’ name. Employees on the tills have to make sure that they are friendly even when dealing with tricky customers and learn to be patient. Staff in the kitchens needs to be hygienic and be able to work under pressure when complying with the five minute rule.
Qualifications needed for Burger King
In this section I am going to explain the qualifications needed to fulfil the different job positions available for Burger King.
Qualifications for an Employee
For a new employee applying for a job at a Burger King fast food restaurant there is not any specific qualifications needed. As there is no true skill to being a till operative or part of their kitchen staff, Burger King focus more on the qualities and personalities of their employees, rather than what qualifications they may or may not have.
I don’t think it is essential for Burger King to have highly qualified till operatives and kitchen staff, as before they begin working in their specific area, they undergo extensive training. This training will teach all new employees how to get the most from their job and also how best to represent Burger King.
Qualifications for a Supervisor
For a Supervisor there are also no specific qualifications needed to carry out this position. However, Burger King does look for someone with previous experience of supervising a team. In the hierarchy of jobs in Burger King we can see that supervisors are only just above employees. This means that is only a small step to be promoted from an employee to a supervisor, or which their skills would already be from working in Burger King previously.
I believe that Burger King should look for at least five A-C grades at GCSE level when recruiting a supervisor, as this shows that not only are the candidates good in these specific areas, but also have the drive to succeed and achieve highly. Burger King needs to have an enthusiastic supervisor who would be able to motivate a team to work well, not just someone looking for higher pay than a lower employee in the hierarchy.
Qualifications for a Manager
Like the employee and supervisor roles, managers also are not required to have any specific qualifications. However, similar to the supervisor position Burger King looks for previous experience of managerial work. This is essential as they need someone who would be able to deal with tricky customers and also a leader to motivate their team. Without experience, candidates may not be able to cope under pressure or realise the initiative they’d need to use in complicated areas.
I think that it is essential for a manager to withhold at least five A-C grade GCSE’s as it shows dedication and enthusiasm for their work. It may also benefit Burger King to advertise for people with a specific qualification in a managerial subject, such as Business Studies. This could only improve the running of the largely expanding fast food chain, as with more knowledge on businesses, more improvements can be made.
Training
Employee training is a necessity as it is a way in which your skills can be developed and motivation to be increased. Training relates to employees gaining specific skills and abilities to perform well in their jobs.
Training at Burger King can vary depending on the position that is being fulfilled. For each member of the management team the fast food restaurant expect a minimum of 12 weeks on-job and off-job training. The usual on the job training programme for a manager during this period is shown below:
Weeks 1-3
- Gaining Product Knowledge
- Leaning the job of a crew member
- Counter Service
- How to make a whopper
- Equipment Knowledge
- Supervisory Skills
Weeks 4-5
- Basic Food Hygiene
- Supervisory Skills Course
- Supervisor Evaluation (observation on the job)
Weeks 6-8
- Shift Control Skills
- Loss Control
- Shadowing Manager
- Daily Administration
- People Management
Week 9
- Food Safety and Product Quality
- Basic Management Training Course
- Roles and Responsibilities
- Team Work
- Customer Service
Weeks 10-12
- Shift Running (Under Supervision)
- Feedback on management Skills
All employees who undergo training at Burger King are not charged however they are expected to fund for the normal living expenses such as commuting and accommodation costs.
For new employees such as till staff and kitchen staff Burger King has a ‘Right Track Training Programme’ to ensure they have the best start to Burger King. This training programme is a comprehensive induction and training programme covering everything from Health & Safety and Food safety through to working in the dining area, front counter or kitchen and how to make each product.
Through providing an induction to all new staff it allows new staff to see how they’ll be working, where they’ll be working and who their fellow employees are. Also how things are done to help them fit in.
Burger King believes that all their employees will learn what they need to know by shadowing which is when they work alongside others as well as using their new interactive DVD Programmes.
It would be beneficial for Burger King to carry out an appraisal system but instead of annually it may be more favourable for them to be carried out every few months. This would then help employees to see what they are working well at and what things to improve on; these could then be made into targets which success could result in promotion or pay rise. The quicker employees feel wanted, the quicker they are earning money for Burger King.
From reviewing staff progress more frequently it may give employees more motivation to stay working at Burger King for a longer period as they now have aims and goals which could improve their career. This would mean less training costs for Burger King and also in the long run a low staff turnover.
At present I believe the techniques that Burger King is using to train their employees and managers, such as shadowing and induction programmes are effective in what they are doing. However, if Burger King want to ensure that employees stay in the job for a longer period it may be beneficial for them to do other training techniques such as training weekends away. This will build team skills and also allow employees to interact with staff from other sectors in which they work in.
Motivation in Burger King
In this section I am going to explore the different motivational theorists and see how their theories affect Burger King.
Motivation is having the desire and willingness to do something. A motivated person can be reaching for either a long-term goal or a short term goal. Motivation is important as if employees are motivated to work; it increases the quality of products and therefore the reputation of a business. This is a major factor within Burger King as they are known for a high staff turnover. However, if their staff were more motivated and saw the long term opportunities for working for Burger King, they may be more willing to stay on and try for promotion.
Abraham Maslow- Maslow’s Hierarchy of Needs
Maslow’s theory mainly revolved around psychology and stated that,
“As humans meet ‘basic needs’, they seek to satisfy
successively ‘higher needs’ that occupy a set hierarchy.”
This is Maslow’s hierarchy of needs:
Maslow believes that when the first stage is completely fulfilled only then will an employee be motivated enough to step up to the next level and complete it. For example only when an employee has basic needs such as food drink and sleep will they then be able to progress onto their safety needs such as security, limits and protection.
In terms of Burger King Maslow’s theory wouldn’t largely affect them. However for all people to work well certain needs need to be fulfilled such as sleep, food and drink. For Burger King Employees I believe that they only really need to concentrate on the first two stages as many employees do not stay long and are only there for the short term. Burger King does provide good hygiene conditions and security.
Belonging and Love needs aren’t really met as although they work in teams Burger King do not provide team building activities such as weekends or any social events.
This theory mainly addresses the needs of employees.
Frederick Winslow Taylor
Taylor’s primary idea was that workers are mainly motivated by pay. Therefore his theory was that if you break down production into a set of small tasks and only pay for the amount of product each employee produces, this would motivate staff and increase productivity.
At the beginning this seemed like a good idea as productivity increased and workers were only paid for how hard they worked. They began to build specialised skill for the specific area and businesses were more efficient as less staff were needed. However, employees soon became to dislike Taylor’s approach to motivation as they were given boring, repetitive tasks and were being treated no better than human machines.
Certain aspects of this theory do apply to Burger King. Burger King pays their employees hourly, not piece rate, and has set areas in which people work- these can either be tills or kitchen staff. This provides competition between the two areas which can build motivation as to which area can work the best. However Burger King wouldn’t realistically be able to pay employees on their productivity as each area has different tasks, some of which can’t be measured, such as working on the tills.
This theory addresses mainly the performance of employees.
Frederick Herzberg
Herzberg believed in a two-factor theory of motivation.
Job Enlargement- Workers would be given a greater range of tasks to perform (not essentially more challenging) which should make the work more interesting.
Job Enrichment- Involvement of workers being given a wider variety of more intricate, interesting and demanding tasks surrounding a complete unit of work. This should then give a greater sense of achievement.
Herzberg used a survey to investigate what people liked and disliked about their jobs and with these results he put them into two categories; motivators and Hygiene Factors. His two factor theorem is shown below:
For Burger King they need to ensure that all hygiene factors are covered so that workers feel safe and happy to be working in a clean environment. For example clean work surfaces and floors. Burger King does already achieve highly good hygiene factors however they’re not providing the best motivation. With this they don’t have any achievement within their working days and simply work for pay. This lacks fun and could mean that employees would work better if they had something to look forward to.
This theory addresses both the needs and performance of employees.
PEST
In this section I am going to explain how PEST affects the recruitment process in Burger King. From identification of a role to managing change inside the company PEST influences how Burger King plans and responds to these influences as it effects the entire recruitment cycle.
Pest analysis is concerned with the environmental influences on a business.
PEST is an acronym which stands for:
P- Political
E- Economy
S- Social
T- Technology
When referring to pest you need to think about the following:
PEST can be used by businesses to review a strategy or position, direction of a company, a marketing proposition, or idea. Many businesses use PEST analysis for business and strategic planning, marketing planning, business and product development and research reports. PEST analysis is most helpful before completing a SWOT analysis (Strengths, weaknesses, opportunities, threats).
PEST can essentially be useful when a business is expanding into new countries and markets as it helps guide a company from making costly mistakes, unfounded assumptions, and help effectively adapt well into a new environment, when considering recruitment and selection.
Pest in terms of Burger King
Political
Minimum Wage- At present Burger King do comply with the national minimum wage, however if they were to expand into new countries the minimum wage may be different. If it were increased it would mean that Burger King would be paying more for staff and may have fewer funds for other factors of the business such as new technology. If the minimum wage was decreased then this would mean more funds for other factors of the business.
Laws- Burger King needs to take into consideration different laws in different countries. In some countries the consequences of breaking these laws could be ominous especially in China where they use capital punishment. Also laws that in force who can be employed by Burger King, for example women and children.
Economic
Health & Safety- Burger King need to ensure that their health and safety is of the highest standards. If Burger King were to expand into less developed countries it may mean that they need to improve their health & safety aspects. Therefore they would need to consider training within their recruitment process.
Monopolies Mergers & Takeovers- If Burger King where to expand into other countries they need to ensure that there aren’t other fast food restaurants who dominate the fast food market as they are less likely to build there own customer base. Also less people would be willing to work for them compared to competing restaurants, which would mean Burger King’s recruitment levels would fall. However, if other countries have fast food restaurants that are not well known, Burger King may be able to takeover these smaller restaurants and expand the Burger King brand.
Social
Trends- Burger King needs to take into account what the favourite foods are in certain countries. For example the Whooper Burger may be favourable in certain countries but in others it may be the Cheese Burger.
Habits- As Burger King operate in a number of countries they need to be aware of the language barriers which will occur. To ensure these are fulfilled Burger King needs to employee staff who speak the language of the country they are operating in. Therefore training aids would have to be converted into the chosen language.
Technical
ICT- As technology is always changing and more developed in certain countries, Burger King needs to ensure that they are up-to-date if they want to be the best fast food restaurant. For instance they need the best till operations so that transactions are fast and comply with the ‘five minute rule.’ Also as technology changes it will affect the job training that Burger King offers employees.
Production- If Burger King used advanced technology it may mean that they could produce their products in bulk and therefore save time and reduce the costs of their production. With production being affected Burger King would have to look at how to ensure consistency in training and staff development.
Through using PEST Burger King can evaluate what areas they need to consider when expanding into new countries. It would be beneficial to use PEST as it would be easier for Burger King to adapt to new surroundings if they knew the trends and laws they need to abide to. This means that in the future they could expand into new countries with less difficulty.
Recruitment Documents
In this section I have created my own personal specification and Job description and will evaluate individually.
Job Description
Post Title: Manager
Responsible to: Director
External Contexts: Members of public and other stakeholders
Internal Contexts: Other managers and all general staff
Salary: £12,600
Job Purpose
To take responsibility for your section by making key decisions, ordering goods and leading, motivating and training your team. To enthusiastically lead and motivate the restaurant team to achieve the highest standards levels of customer service satisfaction.
Main Duties and Responsibilities
- Manages all daily operations of Burger King to maximise sales and a positive customer experience.
- Motivating and training your team to ensure the very highest standards are maintained.
- Ensures great food is promptly delivered in a clean and inviting environment.
- Take full responsibility for your section to ensure that all transactions run smoothly.
- Ensures that each visit by a customer results in a friendly and personalised service.
Rewards
In return for your dedication and hard work we offer a competitive salary as well as the following benefits:
- Medical and Dental insurance
- Paid holidays
- Vision Care
- Life insurance
- Bonus Program
- Career Advancement Opportunities
Analysis of Job Description
A job description is a written statement of what a job holder does how it is done, why it is done and the skills needed to perform the job. These include the purpose, duties, equipment used, qualifications, training, physical and metal demands and working conditions.
I have created a job description for a managerial position at Burger King. I believe that my job description is effective as the main purpose of it is to describe the roles and duties that the job position undertakes. These need to be in a job description so that the potential employee knows what duties they will be carrying out if they apply for the job.
Also in my job description I have added in the rewards of working as a manager in Burger King so that new recruits can see what they will get in return for their dedication to the job. This is effective because it could persuade them to take the job as there are many benefits.
I have chosen to layout my job description with headings and sub-headings for each section as it brakes down the information and provides a well ordered recruitment document. Also I researched into the types of job descriptions that Burger King use and used this as a template. Also, I have used the Burger King logo at the top of my document so that all candidates can see what the job is for, before actually reading it.
By creating a job description it ensures that only people who believe they can complete the duties of a manager apply to the job and therefore do not waste the time of Burger King.
Personal Specification
Job Title: Burger King Manager
Responsible to: Director
Salary: £12,600
There are a number of qualities that we look for in our manager. These consist of:
- Adaptable in all situations
- Initiative to deal with tricky situations
- Good communication skills
- Good Customer Relations
- Enthusiastic and energised
- Flexibility
- Team work
- Respect for others
- Pride in performance
Burger King takes pride in being one of the leading fast food retailers. Our managers need to have the skills to motivate their team and the assertiveness to ensure all work is done smoothly.
Also both written and communication skills will be required as you will be working with people daily and also need to write reports on your employees, to ensure that their progression is recorded.
The relevant work experience that we look for is four or more years in a management or supervisory capacity in a restaurant or in the retail/ hospitality industry.
Qualifications
The qualifications we require for our managers are:
- High school diploma or equivalent, with two years of college or equivalent preferred
- Strong math and Windows-based computer literacy
- Reliable Transportation
- Open/Flexible Schedule
Analysis of Personal Specification
A personal specification is drawn up from the job description and describes the knowledge, skills and attributes that are essential to perform jobs. The criteria must be specific, measurable, and justifiable in relation to the job requirements.
I have created a personal specification for a managerial position at Burger King. I have created my personal specification so that it relates to my job description and reflects the skills required for competency in the role, as directed in the job description. I believe that this is effective so that the skills on my personal specification relate to the job in hand.
My personal specification is successful as is it contains both the skills and qualifications needed to comply with the job. These are needed in a personal specification so that potential employees know what they need to have a chance with getting the job. Without these, Burger King would get too many people applying for the job who are not suitable.
I have chosen to layout my job specification with headings, sub-headings and bullet points for key information as this brakes down the information and provides a well ordered recruitment document. Also I researched into the types of job descriptions that Burger King use and used this as a template. Also, I have used the Burger King logo at the top of my document so that all candidates can see what the job is for, before actually reading it.
By creating a personal specification it ensures that only people with the given qualities and qualifications apply to the job and therefore do not waste the time of Burger King.
Interview Process
In this section I am going to explain the preparation of an interview, what a good interview consists of and analyse an interview that was carried out.
An interview is a conversation between two or more people where questions are asked by the interviewer to obtain information from the interviewee. Interviews can be divided into two rough types, interviews of assessment and interviews for information.
Preparation for an Interview
Before an interview can take place there are a number of factors that need to be considered. Firstly, a business needs to have already produced a job description and personal specification, to which they can compare the candidate’s qualities and previous work experience to. Not only can these documents help identify a candidates personality traits but also a guide to base the interviewers questions around.
Before an interview can take place it is essential you know you are going to ask the candidate. These questions need to relate to all recruitment documents including the personal specification, job description and job advert as they focus on the type of employee needed for their company. The questions need to test the candidate on whether their skills are the best suited for the job in hand and to see how they compare to other potential employees.
Questions for Interview
It is vital that the right sorts of questions are asked during an interview as these will determine whether the candidate suits the job or not.
To get the most potential from a candidate it is in the best interest of the business to ask both open and closed questions. A closed question limits responses to a set number of options, such as ‘yes’ and ‘no’, however these could be used at the beginning of an interview to create a more welcoming atmosphere, for example, ‘How are you?’ Open questions require the person answering to provide a response in their own words, for example, ‘How would you motivate a team?’ These questions are essential to find out the most about a person including key areas such as skills, qualities and personality.
The key to any good interview is to develop on the answers given by the candidate and extend the knowledge of that area, i.e. What examples could you give me of when you have carries that out?
The questions asked need to be relevant to the position advertised which is why relating them to the recruitment documents are so important. If you are interviewing for a managerial position you wouldn’t ask, ‘How would you deal with difficult customers?’ as it is unlikely for a manager to spend much time communicating with customers.
The Interview Task
For this task we were put into groups and carried out a panel interview for a managerial post at Burger King.
Before we carried our interview out for a managerial position at Burger King there were a number of factors we needed to consider:
- What questions would be suitable and relate to the recruitment documents.
- What were the main skills we were looking for to fulfil the position.
- How did their personality reflect their interest in working for Burger King.
- How were we going to judge their:
- Appearance
- Attitude
- Body language
As the interviewers we decided that it was a necessity for us to dress smart as we would be representing Burger King.
On our panel we had three people, all carrying out the same role of asking the candidate questions in turn. We used three people as we were interviewing for a managerial position, which we believe would require more than one opinion on the candidates. This way the interview is less biased towards the potential employee as there is more than one opinion.
The type of questions we decided we were going to ask was:
-
Did you find us ok? – This helped to create a welcoming atmosphere, to calm any nerves of the candidate.
-
How have leadership skills benefited you in your previous job? – This helps the interviewer get a greater understanding of a candidates previous work experience. This could also be checked up on through references.
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How do you think your managerial skills can help our business? – This helps the interviewee voice the skills and qualities they could potentially bring to Burger King. This is an open question which candidates could go into depth with and best promote themselves.
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What do you know about the history of the company? – This allows the interviewer to see how much a candidate actually knows about the business of whom they may be soon working for. The more they know about the business suggests the more interested they of having a long-term career there.
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If one of the workers was not working to the full of there potential, how would you motivate them? – This is an essential question to be asked for a managerial position as they would be in charge of a team, or which they will need to motivate to work well.
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If there was an unsatisfied customer, how would you deal with them? – This can help the employer get a fuller understanding of how the candidate would work on the spot and in tricky situations.
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If one of your employees were late more than once, how would you deal with this? – This is a good indication of how the potential employee would discipline their staff.
Analysis of my Interview
During our five minute interview we were able to ask a variety of questions relating to the role of manager as Burger King. For this position, we were looking for a candidate with previous managerial experience, who had a keen interest in the history of Burger King and presented themselves well.
Whilst carrying out the interview there were a number of things that our group did well:
- Asked questions relating to the position of manager.
- Asked both open and closed questions.
- Kept eye contact with candidates whilst answering and asking questions.
- Showed a keen interest in what the candidate had to say.
- Had an open body posture, i.e. Arms on the desk – not crossed.
http://teenzone.monster.co.uk/articles/fastfood/page4/
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