1. Max’s Restaurant Team One Lana Bondareva • Jesse Coon • Andrew Hans
Travis Samick • Wes Kwasney  • Jackie Mroczka 

2. 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.

3. 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.

4. 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

5. 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:

6. Workplace Diversity
Supportive Environment through Diversity Day Program
Enforce Local Laws and Equal Opportunity Employment
Uniform Guidelines Selection Procedures
Step 1: Provide the supportive environment where new employees feel comfortable regardless of any differences in age, race, religion, functional specialty, profession, sexual orientation, geographic origin, lifestyle, or any other difference (Mondy, 2010). This can be accomplished through Max’s Diversity Day Program where all employees come together and learn and celebrate each other’s differences.
Step 2: We will uphold all state and local laws as well as enforcing equal employment opportunity in regards to the Civil Rights Act as well as: Equal Pay Act, Age Discrimination in Employment Act, Rehabilitation Act, Pregnancy Discrimination, Immigration Reform and Control, Illegal Immigration Reform and Immigrant Responsibility, Americans with Disabilities, Uniformed Service Employment and Reemployment Rights, Veterans’ Benefits Improvement.
Step 3: We can use the guidelines located in the Uniform Guidelines to assist with employee selection procedures. We will uphold the law and advertise positions so each individual will have an opportunity to be selected for an interview based on their experience and references. Managers can be selected under an exception to Title VII, in regards to testing and educational requirements if the conditions demand this. Implementing the four-fifths rule within the guidelines will guarantee that our workforce is made up with a wide variety of people that can reach all consumers.

7. 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.  
The following statement guideline will be posted in our restaurant for all customers, employees and applicants to see:
We feel very passionate about hiring the best applicants regardless of race, color, religion, sex, sexual orientation, disability or national origin. Max’s Restaurant is also a member of the Women’s Business Enterprise National Council (WBENC).
If anyone feels that we are in violation of unfair employment practices due to these stipulations, please call the nearest U.S. Equal Employment Opportunity Commission office to file a complaint,

8. 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. 
Max's Restaurant's disciplinary action process is designed around the violation of the employee code of conduct. Violation of the code of conduct will result in the following action steps
These examples are not intended to constitute a complete and exhaustive list of prohibited conduct.  In addition, the Company reserves the right to change the examples listed below at any time with or without notice.  The Company reserves the right to implement discipline as the Company in its sole discretion determines is appropriate.  Violations of these or any other Company policies will subject you to disciplinary action, including immediate termination.
A disciplinary action plan for Max’s would be as follows: 
1.      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 (no action taken or allowing the employee understand the manager noticed the late arrival, necessitating no formal action).
2.      A verbal warning will be issued when the same slight infraction occurs frequently enough to recognize a pattern (3 times or more) or if the infraction creates an inconvenience for another member of Max’s Restaurant.
3.      A written warning shall be issued when a more serious infraction occurs or if 3 verbal warnings have been given.  An example of such behavior may consist of a “no call, no show”, exhibiting inappropriate behavior in the proximity of customers, or three late arrivals during a one month period.
4.      An uncompensated suspension of no fewer than three work shifts shall result from escalated behavior such as arguing with management or customers, two “no call, no shows”, and subsequent late arrivals.
5.      Termination will be used as the final disciplinary action.  Termination will result from fighting, stealing, threatening behavior exhibited towards other employees, management or customers.  Three “no call, no shows” will result in termination.  Violations of Max’s drug policy may result in termination.

9. 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 
Internal employee complaint resolution system:
1.      Incidental issues such as slight pay discrepancies not exceeding $50 should be resolved by branch management.
2.      Complaints resulting from normal business operations not in violation of company policy shall be attempted to be resolved by branch management, may be escalated to regional or corporate management.
3.      Complaints resulting from slight deviations of company policy (employee behavior, etc.) or normal business operations (working conditions, etc.) shall be attempted to be resolved by branch management, may be escalated to regional or corporate management.
4.      Complaints resulting from serious deviations of company policy (employee behavior, etc.) or normal business operations (working conditions, etc.) shall be escalated to regional or corporate management.
5.      In the event of a serious, unresolved workplace issue derived from discrimination, harassment, or physical altercation between employees; an unresolved accommodation to a special needs employee; inappropriate relationship between management and an employee; or unprecedented hardship caused directly by employment at Max’s, corporate management should be notified immediately.  Resolution may be escalated to arbitration as outlined in the employee handbook agreed upon as a condition of employment at Max’s.
In addition to complying with Company policies and job requirements, you are also expected to obey the rules and regulations of Max's Restaurant job site.  If your performance does not meet position requirements, you may be subject to disciplinary action, up to and including immediate termination, with or without notice, and with or without cause at any time.

10. 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
In order to exceed the expectations of Max’s customers, the decision has been made to hire a total of twenty-five employees. Because the characteristics of the restaurant will differ from the traditional concept, a smaller number of employees will be required. Two salaried managers, including a general manager and store manager will be required, along with an hourly shift manager. A temporary manager will be assigned to the restaurant to oversee daily operations for a period of time after the grand opening.
The daily shifts will be as follows: 5 AM – 1 PM, 11 AM – 7 PM, and 5 PM – 1 AM. The shifts are designed to overlap during the lunch and dinner rush. In addition to the two salaried positions, the following full-time hourly positions will be necessary for each of the three daily shifts: 1 dishwasher, 2 prep cooks, 1 order taker, 1 shift supervisor, for a total of 17 full-time positions.  Not including the assigned temporary manager, our full-time staffing requirements have created 6 jobs and a total of 17 positions. Keeping with Max’s tradition of industry-leading customer service, it is our intention to hire 8 additional part-time employees in order to effectively reduce customer wait times and increase table turnover during peak periods.
While it may not be necessary to retain all 8 part-time employees, Max’s is committed to making a dynamic first impression and reducing wait times is crucial in order to meet customer expectations. In addition, Max’s philosophy of hiring employees with little or no experience will minimize the overhead required to establish the new restaurant. Because this restaurant is positioned in a town populated by predominately college-aged individuals, research indicates this restaurant will not be impacted significantly during traditionally busy holiday seasons, as most of the population leaves town during these times. By retaining the 8 employees, however, it provides Max's the flexibility during seasonal fluctuations.

11. 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 or stop by our booth at the PSU job fair on October 3.

12. 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 . Can't wait to see you at Max's!

13. 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
Following process is required to select the right Max employees.
-Post a job description of all the duties and qualifications need.
-A preliminary interview will allow management to determine whether the candidate possess the necessary attributes of a Max’s employee.
-Hold interviews with each interested individuals that we selected from the resumes.
-Select top 3 interviewers and invite them back for a more specific interview and give more information on max’s restaurant.
-Based on the previously mentioned criteria and comparative results of other applicants, a decision will be made to offer employment.
-Physical examination, drug test, and doctors approval will be need to become a new member of the Max’s team.
-Hire the employee for their duties.
-Conduct a 2 week training period.

14. Employee Selection Interview 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?

15. 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

16. 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

17. 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

18. 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

19. 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

20. 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
Critical Incidents - both favorable and unfavorable work actions which allow the supervisors to evaluate the Order Taker’s performance.

21. 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
The general manager’s position, being a higher ranking position, that requires more experience and skills could include a larger geographic range for hiring purposes. For Max’s Restaurant, being located near the University Park area, the labor market should include the entire Northeastern United States. This individual may be willing to relocate from another area, another Max’s restaurant or recruited from a competitor. Not only will we have to take the cost of living of the area into account, we will have to look at similar pay scales throughout the job classification in the global labor market. This would allow for a greater chance of hiring the correct person for Max’s.

22. 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
The labor market for Max’s restaurant hourly employee positions will consist of potential employee’s located downtown near the college. In the case of this study, University Park area would serve as the labor market for hourly employees. These positions would be advertised in the local newspapers to include the university’s newspaper or other university journals. This is a high traffic town so we will need to take into account the cost of living of the area as well as the current market rate. College students do not have very much experience but since it is a busy area it is fair to pay them the average market rate.

23. 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.
Although all of our positions at our restaurant are needed to achieve the satisfaction of our customers, we will need to evaluate each job according to their value in our restaurant.

24. Indirect Compensation - Salary
Medical/Dental/Vision
Comprehensive Medical, Dental and vision coverage
Health and Dependent Care flexible spending
Short and Long Term Disability Coverage
Life & Accident
Life insurance up to 10 times the salary
Long Term and Dependent Life Insurance
Wealth Building
401(k) with company matching after 1 year of employment
Company Paid Retirement after 1 year of employment
Discounted Employee Stock Purchase Plan after 1 year of employment
Full-time employees of Max’s Restaurant will receive benefits and nonfinancial compensation as part of their employment compensation package.  Nonfinancial compensation will be commensurate with length of employment and position within the company.  The benefits and nonfinancial compensation will be competitive with similarly positioned restaurants. 
Additional Benefits
Weekly pay with potential for a quarterly bonus
40% discount at any Max’s Restaurant
Legal Plan
Tuition Reimbursement Program
Relocation Assistance
Product & Service Discount on preferred brands (cell phone, automobile, etc.)

25. Indirect Compensation – Salary continued
Paid Time Off
5 days of vacation after 3 months of employment
10 days of vacation at 1-4 years of employment
15 days of vacation at 5-9 years of employment
20 days of vacation at years of employment
25 days of vacation for 15 or more years of employment
Full-time employees of Max’s Restaurant will receive benefits and nonfinancial compensation as part of their employment compensation package.  Nonfinancial compensation will be commensurate with length of employment and position within the company.  The benefits and nonfinancial compensation will be competitive with similarly positioned restaurants. 
Additional Benefits
Weekly pay with potential for a quarterly bonus
40% discount at any Max’s Restaurant
Legal Plan
Tuition Reimbursement Program
Relocation Assistance
Product & Service Discount on preferred brands (cell phone, automobile, etc.)

26. Indirect Compensation - Hourly
Medical/Dental/Vision
Medical benefits offered after 90 days of employment
Discounted Dental plans offered
Discounted Vision plans offered
Life & Accident
Option to purchase life insurance
Option to purchase short-term disability insurance
Wealth Building
401(k) with company matching after 1 year of employment
Paid Time Off
5 days after 90 days of employment
10 days after 3 years of employment
15 days after 7 years of employment
Full-time employees of Max’s Restaurant will receive benefits and nonfinancial compensation as part of their employment compensation package.  Nonfinancial compensation will be commensurate with length of employment and position within the company.  The benefits and nonfinancial compensation will be competitive with similarly positioned restaurants. 

27. 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
Step 1: It is also important to review the local areas wage rates in order to match or exceed our competition ensuring we have the best employees working for Max’s.
Step 3: Invite a corporate member to listen and provide input from their level.

28. 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
The impact to Max’s operations would be a possible interruption of work due to labor disputes relating to various issues. Max’s management would also lose the complete ability to decide many aspects of the operations such as the number of workers they need to have, the compensation they provide to each employee, the benefits they want to provide, and even the work schedules will be scrutinized. They also lose direct interaction/communication with employees. Instead of solving problems one-on-one, now they have to discuss problems through the union. All of these issues could lead to decreased profitability if they are forced to compensate above and beyond or provide additional benefits that might not be ideal for restaurant workers. The whole process will also take more time since they are not able to communicate directly. Time is money.

29. Max’s Restaurant Lana Bondareva • Jesse Coon • Andrew Hans
Travis Samick • Wes Kwasney  • Jackie Mroczka