Lana Bondareva • Jesse Coon • Andrew HansTravis Samick • Wes Kwasney  • Jackie Mroczka 

Max’s Restaurant

Team One

Value Statement

Max’s Restaurant has served customers for more than 80 years. Although there have been some changes throughout, there is one thing that remains unchanged and that is we value our customers, the communities they live in, and our employees. We do this by building and fostering personal relationships.

Value Statement

The Customers – We value, respect and appreciate our customers. Max’s strives to provide the best quality food and best customer service. This is the cornerstone that built Max’s Restaurant and will continue.

The Community – Max’s Restaurant shows respect and appreciation by participating in community relations and involvement activities. It is the community where our customers live and it is the community where our employees come from.

The Employees – We show Max’s employees respect and appreciation by working endlessly to provide them with compensation to include full benefit packages and strong employee development programs.

Community Involvement

• Open our restaurant early for schools and committees in the district for fundraisers

• Invite the local police and fire department, to provide demonstrations for community members

• Hold partnership activities and sponsor different athletic events with the college

Workforce Diversity

Max’s Restaurant values and encourages a diverse workforce. We recognize that a diverse workforce is a productive workforce. Due to this recognition, the following steps will be enforced by all Max’s Restaurant managers and employees for all customers, employees and potential employees:

Workplace Diversity

• Supportive Environment through Diversity Day Program

• Enforce Local Laws and Equal Opportunity Employment

• Uniform Guidelines Selection Procedures

Workplace Diversity Statement

• Max’s Restaurant will not discriminate against any employee or applicant because of race, color, religion, sex, sexual orientation or national origin. This applies, but is not limited to hiring, employment, promotions, demotions, transfers and terminations.

• Every Max’s Restaurant applicant will receive due consideration for employment without regard for race, color, religion, sex, sexual orientation or national origin.

• Max’s Restaurant will not discriminate against any qualified employee or applicant due to pregnancy, childbirth, or related medical condition.

• Max’s Restaurant will not discriminate against any qualified employee or applicant with a disability.  

Internal Employee Relations

Disciplinary Actions:• Slight infractions committed by any employee (i.e.

occasionally five minutes late for his/her shift) will be handled using the acting manager’s discretion

• A verbal warning will be issued when the same slight infraction occurs frequently enough to recognize a pattern (3 times or more)

• A written warning shall be issued when a more serious infraction occurs or if 3 verbal warnings have been given.

• An uncompensated suspension of no fewer than three work shifts shall result from escalated behavior.

• Termination will be used as the final disciplinary action. 

Complaint Resolution System

• Slight Pay Discrepancies

• Normal Business Operations not in violation of company policy

• Slight Deviations of Company Policy

• Serious Deviations of Company Policy

• Unresolved workplace issues derived from discrimination, harassment or physical altercation between employees 

HR Planning and Job Design

Management HR Planning• General and Store Managers• 2 Salaried Managers• Hourly Shift Manager

Daily Shifts: 5 AM – 1 PM, 11 AM – 7 PM, and 5 PM – 1 AM

Flexibility during Seasonal Fluctuations

Employee Recruitment

Primary Sources News Paper, Web, Job Fair and Radio

Newspaper Ad/Web and Job Fair posting

Max’s Restaurant – New Concept Store• Max’s is looking for highly motivated individuals to fill full-

time and part-time positions• We are hiring dishwashers, cooks, and order takers for all

three shifts!• If you are interested in joining our 80 year old tradition in

our first, new concept restaurant, please apply.• Send inquiries to P.O. Box 384, State College, PA 16801,

you can also Visit our website www.maxsjobs.com or stop by our booth at the PSU job fair on October 3.

Employee Recruitment

Radio PSA for Recruitment

Hey!!! Penn State University students are you looking for some extra cash to help pay for school and those expensive text books. Well does Max’s have a job for you!!!!! We are currently looking for full and part time waiters or waitresses, cooks and dishwashers. If you are ready to join our fun and enjoyable work atmosphere please come and fill out an application anytime or visit our website at www.maxsjobs.com . Can't wait to see you at Max's!

Employee Selection

• Post job description (duties and qualifications required)

• Hold Preliminary interviews

• Select Top 3 candidates for detailed interviews and complete introduction to Max’s

• Offer employment upon completion of physical examination

• Conduct Physical Examination to include drug testing

• Hire the employee

• Conduct 2-week Training Period

Employee SelectionInterview Questions:• What were your responsibilities in you previous

management role(s)?

• Please give an example of a situation you encountered where a customer was unhappy with the restaurants service. What did you do to fix the problem? What was the outcome?

• Would you consider yourself a customer-oriented employee or a “behind the scenes” employee?

• What is your interest in Max’s Restaurant?

• What do you see as the greatest challenge working in a team environment?

• How would you motivate you team?

Training and Development

The training process will consist of the following training methods:

• Instructor-Led Training

• Behavior Modeling

• Job Rotation

• Role Playing

• On-the-job Training

• Supervision and Follow-up

Training and Development

The first week of the training process will consist of the following :

• Day 1 - Order taker(s) will train with the cook to learn the menu and the ordering process

• Days 2 & 3 - Order taker(s) will follow more experienced staff to observe introduction, ordering, and check presentation

• Day 4 - Order taker(s) will be followed and observed to ensure proper training

• After 1 week – Order taker evaluation and recommendations

Training and Development

Purpose - To provide the order taker with:

• the knowledge needed to perform their duties

• the skills needed to apply this knowledge

Objectives - To provide the order taker with the ability to:        

• Greet customers

•  Provide information on specials

•  Take guest orders and keep them organized

•  Look for customer cues

•  Achieve phenomenal customer service

Performance Appraisal - Supervisor

Supervisor’s Performance Objectives:

• Coordinate activities between Kitchen, Dishwashers, Order Takers, and Dining Area; Overseeing the operations to make sure everything is running smoothly and productive, while given our customers 100% satisfaction

• Ensure that friendly customer service is being implemented by all Max’s employees

• Evaluate shift employee behaviors and tendencies in order to correct incidents and recommend training requirements to management

Performance Appraisal – Prep Cook

Prep Cook’s Performance Objectives:

• Follow recipes in accordance with Max’s corporate standards to ensure a 100% satisfaction rate from our customers

• Abide by all food safety guidelines set forth by the state, in all areas of the kitchen to ensure the quality of food going out is up to Max’s standards

• Produce orders in a timely manner and continually communicate to the wait staff the timing of the food preparation

Performance Appraisal

The following are potential critical incidents of an Order Taker:

• Order Accuracy

• Knowledge of the menu; understanding of specials and special orders

• Punctuality (arrival to Max’s)

• Timing (frequency to tables, delivering orders)

• Anticipation of customer needs

• Billing

• Customer feedback

General Manager Labor Market

• Supervisor is  very valuable

• Take into consideration the cost of living

• Large geographic area, entire Northeastern United States

• Look at similar pay scales in our job classification global labor market

• Act as pay leaders to get top managers

• Higher wages will allow us to recruit experienced managers from competitors

Hourly Employee Labor Market

• Labor market consist of potential employees confined to local area

• High traffic town and will consider cost of living

• Consider current market rate

• Pay scale from minimum wage to slightly higher

• Pay based on experience

• Potential pay raise after 90 days based on performance

Hourly Employee Ranking Method

• Hourly Supervisor –leadership and responsibility; one of the most difficult to replace.

• Prep Cooks – requires skilled training and in some cases experience.

• Order Takers – does not require outside training, but is valuable in that this position interacts with the customers.

• Dishwashers – does not require any special skills and they also do not have any interaction with our customers.

Indirect Compensation - Salary

• Medical/Dental/Visiono Comprehensive Medical, Dental and vision coverageo Health and Dependent Care flexible spendingo Short and Long Term Disability Coverage

• Life & Accidento Life insurance up to 10 times the salaryo Long Term and Dependent Life Insurance

• Wealth Buildingo 401(k) with company matching after 1 year of employmento Company Paid Retirement after 1 year of employmento Discounted Employee Stock Purchase Plan after 1 year of

employment

Indirect Compensation – Salary continued

• Paid Time Off

o 5 days of vacation after 3 months of employment

o 10 days of vacation at 1-4 years of employment

o 15 days of vacation at 5-9 years of employment

o 20 days of vacation at 10-14 years of employment

o 25 days of vacation for 15 or more years of employment

Indirect Compensation - Hourly

• Medical/Dental/Vision

o Medical benefits offered after 90 days of employmento Discounted Dental plans offeredo Discounted Vision plans offered

• Life & Accident

o Option to purchase life insuranceo Option to purchase short-term disability insurance

• Wealth Building

o 401(k) with company matching after 1 year of employment

• Paid Time Off

o 5 days after 90 days of employmento 10 days after 3 years of employmento 15 days after 7 years of employment

Prevention of Union Forming

• Provide employees with fair wages

• Provide Open Door Policy and Employee Comment Box.

• Facilitate the communication process by having weekly or bi-monthly meetings for employees to discuss issues they have with management.

• Show our appreciation by recognizing outstanding performance in front of their peers and co-workers.

• Instill each employee as part of the Max’s family through a profit sharing program

Labor Union Impact

• Work interruption due to labor disputes

• Lose flexibility in operations

• Adds a third layer of communication

• Decreased profits

• Increase in time spent working on labor issues

Lana Bondareva • Jesse Coon • Andrew HansTravis Samick • Wes Kwasney  • Jackie Mroczka 

Max’s Restaurant