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Vicki Williams

MANAGING a restaurant successfully is a complex task that requires a range of skills and a lot of hard work.

For those who want to build a career in the industry, training can make all the difference.

Sarria Lee, human resources manager for McDonald's Restaurants (Hong Kong), believes that the company's manager trainee programme not only produces competent managers, it produces entrepreneurs.

'By the time an employee has completed all the training,  they are well-rounded managers - basically, entrepreneurs,' she said.

'They will have the skills and knowledge  to run a restaurant with more than a million [food and beverage] sales a month.'

Ms Lee said McDonald's Hong Kong was in the process of recruiting this year's intake of trainee managers. It is aiming to take on about 150 new recruits.

The company, which is in its peak season for hiring, has already received more than 1,300 applications this year for the position of trainee manager. Its annual peak hiring period runs from May to September.

The recruitment process takes several weeks and involves an interview, a three-day evaluation in a restaurant, and a final interview.

All three stages are competency-based.

While most of the applicants are university graduates, the company does not require candidates to have a degree.

'It just so happens that most of the applicants are degree holders, but we welcome applications from Form 5 students with five passes and some work experience,' explained Ms Lee.

According to Ms Lee, a good education is necessary as the training requires certain learning and study capabilities.

'A good education helps [trainees] to be successful.'

Obviously, the right character traits are also important and, not surprisingly, excellent people skills are high on the list at McDonald's.

'Some of the personality traits we consider important for the position are initiative, a positive attitude and a passion for service.

'It is also extremely important to have team spirit, both as a leader and as part of the team, because you call on this a lot when running a restaurant and dealing with customers and staff from different backgrounds.'

In the first stage to becoming a restaurant manager, successful candidates attend a training programme for six months.

The programme has been in place in Hong Kong since McDonald's was established here.

'It provides a strong foundation for business,' said Ms Lee.

During the six months, trainee managers must complete two short classroom and self-study modules, with the rest of the time spent in on-the-job training in a restaurant.

The first module  involves five days learning on a range of subjects.

These include basic management, customer service, food safety, how to maintain respect in the work environment, shift management and people and communication skills.

The second module is completed after more than five months in a restaurant, and is a five-day advanced programme on similar subjects and on developing accountability. It also includes discussion of the work experience.

Working in a restaurant provides an environment where skills learned in the classroom can be put into practice, while others will develop with experience.

'The trainees spend most of the training in a restaurant with a coach and mentor. It is the key experience,' said Ms Lee.

She believes the training offered by McDonald's  is unique because of the global consistency in quality, customer satisfaction and service required.

'We focus on global consistency and provide a global perspective on running a restaurant. This programme provides a good base for the industry,' she said.

Second assistant manager Eric Cheung has completed initial training and is delighted with his choice of career.

'I chose McDonald's as I have a degree in catering management and everyone knows McDonald's. I thought it would be interesting, and it is,' he said.

'The most challenging part of the training is managing a restaurant and providing the level of customer service required by McDonald's to ensure repeat service and loyalty.'

Mr Cheung said learning how to balance a restaurant's costs, including labour and food costs, was another challenge.

He most enjoyed the experience of  learning to build a close team.

'Fostering teamwork is rewarding and I enjoy sharing opportunities and experiences with the crew members, who are like family.'

For those serious about a career in the industry, McDonald's provides a well-structured and tailor-made career path.

'Within three to four years, the trainee can be a restaurant manager,' said Ms Lee. 'We build upon their strengths with continual training and promotion. We reward performance, not seniority.'

She added that McDonald's was '110 per cent committed' to people development.

The rewards include promotion as well as recognition of outstanding performance, exposure and regular pay increases.

'Regardless of the economy, McDonald's has continued to give annual salary increases,' said Ms Lee. 'We value our staff.'  It encourages applications at any time from people who believe they have the necessary 'passion' and are looking for a career with the company.

'They can download an application from our website,' Ms Lee said.

She advised applicants to be themselves, demonstrate a commitment to the service industry and a desire to work for McDonald's and, most importantly, to smile.

training benefits

Global exposure and opportunities

Performance recognition/rewards

Fast-track promotion

Continued training

Competitive salary

Long-term career opportunities



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