Your Guide to... Shift Leader Selection Candidate s Name: SLT-008 (12-11) For Company & Franchise Use 2011 Hardee s Food Systems, Inc. All rights reserved.
Promotion Notice Completion of this selection process is not a guarantee for promotion. It means that the individual may be eligible for promotion after completion of the selection process and after Shift Leader Training certification. Nothing herein creates any rights, contractual or otherwise, between you, your employer, or any third person. Ask your Leader, Franchise Owner/Operator, or Human Resource Manager for details. Notice to Franchisees and Licensees The information enclosed in this guide are only suggested guidelines for the daily management function of a Hardee s restaurant. The procedures were developed for use in Hardee s Food Systems, Inc. company owned/operated restaurants. These procedures may not be appropriate or applicable for your restaurant operations. You should carefully review your restaurant operations and management functions before adopting any of the procedures contained in this guide. In addition, you should consult a professional or expert if you believe it necessary. Information contained in this guide is provided as is and without any warranties or representations of any kind, either expressed or implied. Hardee s Food Systems, Inc. disclaims all warranties of merchantability and/or fitness for a particular purpose. Hardee s Food Systems, Inc. makes no warranty or representation as to the accuracy or completeness of the information contained in this guide. Hardee s Food Systems, Inc. shall not be liable for any damages or expenses of any kind whatsoever arising out of your use or reliance on the information contained in this guide. By reviewing and using this guide, you shall be deemed to have agreed to the foregoing terms and to keep the information contained in this guide confidential. Without the express written consent of the Hardee s Food Systems, Inc. Legal Department, you are not to loan, exhibit, or distribute any information in this guide to any other person. Hardee s Food Systems, Inc. reserves the right to modify, change and/or delete the information in this guide at any time with or without notice. Confidentiality The information contained in this guide is confidential and proprietary to Hardee s Food Systems, Inc. company and franchise personnel. It shall not be loaned, exhibited, or given to outside parties. It shall be returned to Hardee s Food Systems, Inc. upon demand. Results through Leadership The Coaching Model, Model Coach Require, Results through Leadership, problem diagnosis, and associated graphics are registered trademarks of Eagle's Flight, Creative Training Excellence, Inc. All rights reserved. Used with permission. Content Changes Changes from previous versions of these materials are highlighted (shaded).
The Shift Leader Development Process The path to developing a great Shift Leader starts with selecting the right person to manage your restaurant s shifts. The General Manager identifies and recommends potential Shift Leader Candidates to their District Manager or Franchise Owner/Operator using the selection process described in this guide. If you work in a franchise restaurant, the Shift Leader development process or materials may be different. Ask your District Manager or Franchise Owner/Operator for details. Identifying and developing a great Shift Leader requires the General Manager and District Manager (or Franchise Owner/Operator) to be actively engaged in the selection, training and continued development of their direct reports. The stars ( ) in the chart above indicate the minimum engagement points for the District Manager or Franchise Owner/Operator.
1 GM Identifies Shift Leader Candidate Historically, our best Leaders are developed from within our restaurants. Look for a great Shift Leader Candidate from your existing Crew. These are your aces. Use the Crew Person to Shift Leader Readiness Checklist as a reference to help you identify potential Candidates. External (new) hires should be trained and certified in applicable Crew stations before starting the Shift Leader selection process. General Manager identifies Shift Leader Candidate: (name) 2 GM Completes Required Prerequisites Shift Leader Candidates are expected to meet all the following prerequisites before taking the Shift Leader Qualifying Assessment (step 4). The General Manager ensures that the Candidate meets the following requirements... Required Recommended by General Manager. Age 18 or older. Able to read, write and speak English. Certified on all applicable Crew Stations (GM validates certifications). Crew Station Certifications verified by District Manager. Meets grooming and appearance standards. Completed PeopleAnswers Shift Leader selection process. (HFS only) Yes 3 GM Considers Best Practices The following best practice prerequisites are recommended but not required for your Shift Leader Candidate. The General Manager takes the following best practice items under consideration... Best Practice Minimum of six months experience as a Crew Person. Access to reliable transportation. Available via telephone, cell phone, or other communication devices. Able to work flexible hours including opening, closing and late night shifts (24-hour). Crew Trainer or demonstrated leadership skills. High school, GED or equivalent degree. Recommended on PeopleAnswers Shift Leader assessment (HFS only). External Hire: Previous management experience. Yes
4 GM Administers Qualifying Assessment The Shift Leader Qualifying Assessment ensures that your Candidate has the basic Crew station knowledge required to continue in the selection process. The Qualifying Assessment is not included with this guide. Obtain from your Regional Trainer or download from the Franchise Extranet. General Manager administers the Shift Leader Qualifying Assessment to the Candidate. Best Practice: District Manager administers the Assessment. Candidate achieves a score of 90.0% or higher. Actual: % 5 GM Completes SL Readiness Checklist Completion of the Crew Person to Shift Leader Readiness Checklist is the final step before the interview process. The checklist is designed to ensure the Candidate meets sufficient criteria in People Development and Leadership, Operational Excellence, Guest Service Excellence and Financial Excellence. General Manager with the Candidate completes the Crew Person to Shift Leader Readiness Checklist below... People Development and Leadership Yes No Communicates clearly and effectively with Crew, Guests, peers and Management. Comes to work on time. Seen as a leader by other Crew Persons. Takes initiative to get to know and encourage new Crew Persons. Ability to efficiently work through problem areas or opportunities. Shows confidence when making a decision. Consistently role models high standards. Sets a positive and professional example for the Crew. Effectively uses the Crew Person Training Program as a Crew Trainer. Coaches others to help them improve performance in a positive way. Recognizes performance and praises Crew Persons for a job well done. Demonstrates teamwork by helping others when they need it without being asked. Role models Six Dollar Service to Crew, Guests, peers and management. Others respect Candidate and take direction and/or coaching from them. Enter total number of Yes responses =
Operational Excellence Yes No Maintains their Circle of Influence. Ensures all products served to Guests are prepared to standards. Has assumed and demonstrated responsibility for all applicable stations during their shift. Knows standards and takes action when those standards are not being met. Enter total number of Yes responses = Guest Service Excellence Yes No Demonstrates Six Dollar Service at every opportunity. Prioritizes Guest needs over tasks currently being performed. Handles Guest complaints in a professional manner and to standards. Treats the Guest with respect and makes sure the Guest is satisfied. Serves Guests with a sense of urgency to meet service standards. Makes suggestions to improve Six Dollar Service. Makes decisions that help the Guests. Enter total number of Yes responses = Financial Excellence Yes No Follows restaurant safety and security procedures. Actively inquires about the restaurant s results in areas such as sales, food cost, labor, Guest feedback and service times. Understands how Six Dollar Service impacts sales. Understands how scripting impacts sales. Quickly learns and demonstrates new products and promotions. Enter total number of Yes responses = Checklist Scoring To determine if your Candidate is ready for the interview stage, total the number of yes responses (30 possible) from the Crew Person to Shift Leader Readiness Checklist. General Manager with Candidate scores Checklist to determine Candidate s readiness... Checklist Scoring People Development and Leadership Operational Excellence Guest Service Excellence Financial Excellence Enter total number of Yes responses = Total Yes Candidate Ready... 30 to 24 Candidate Needs Development... 23 to 16 Candidate Not Ready... 15 or lower
Development Plans Candidates identified as needs development or not ready after completion of the Crew Person to Shift Leader Readiness Checklist should have a written development plan to help them acquire the knowledge, skills and abilities (KSAs) necessary to become a future candidate if a position becomes available. The Candidate with the General Manager as coach, should keep the development plan simple. Focus on no more than three top strengths and/or opportunities per plan. For more information about development plans, refer to Development Plan Basics for the Coach or have the Candidate complete My Development Plan. Ask your Regional Trainer for details or download from the Franchise Extranet. 6 GM Interview If the Candidate meets all the criteria above, the General Manager conducts a one-on-one interview using the required questions below at a minimum. Schedule the interview during non-peak sales periods and in a private area, such as a corner booth or Manager s Office. Allow at least thirty minutes for the interview. General Manager conducts a one-on-one interview with the Candidate... Required Questions Why do you want to be a Shift Leader? What is the expected commuting distance you would be willing to drive? Are you willing to relocate? What wage do you expect to receive as a Shift Leader? What does teamwork mean to you? How would your peers and/or supervisors describe your work habits? As a Shift Leader - how will your interaction with the Crew people change? Tell me about a time when you handled an angry Guest. As a Shift Leader, how would you correct a Crew Person's performance? What do you think a Guest is looking for in their drive-thru experience? What makes you a good Shift Leader Candidate? Optional Questions A management position means you may not get off exactly when scheduled. How do you handle that? Do you have any friends or relatives currently employed by the company? What do you think makes a good first impression with a Guest? What does Six Dollar Service mean to you? How does Six Dollar Service impact sales? Why is the Circle of Influence important to Guest service? Describe how you prioritize work and manage your time so can meet deadlines? What can a Leader do to motivate their subordinates to do their best? Asked Asked
What do you think is the most effective way to train people? What does integrity mean to you? GM Decision Point If the Candidate meets General Manager expectations after the interview, the next step is for the candidate to interview with the District Manager (Franchise Owner/Operator) or a review panel. If the Shift Leader Candidate is not ready for any reason, the selection process stops. The General Manager should identify a new Candidate and start the selection process again. General Manager recommends Candidate to the District Manager or Franchise Owner/Operator. 7 DM Interview / Review Panel Interview This is the final interview and decision point for the Shift Leader Candidate. The District Manager or Franchise Owner/Operator may interview the Candidate one-on-one or use a Review Panel to ensure that this person is the right fit to enter into leadership. Review Panels can be made up of General Managers, experienced Shift Leaders, other District Managers, VPO/RDO, Regional Trainers, or Human Resource Managers. District Manager or Franchise Owner/Operator arranges for Shift Leader Candidate interview with self or with a Review Panel. Conduct interview with the Candidate... Required Questions Use PeopleAnswers custom interview questions along with this section (HFS only). What do you like about being in Guest service? Tell me/us about a time that you knew your Guest was wrong. How did you handle it? As a Shift Leader, how would you handle an employee who has performance opportunities? What can you tell me/us about the restaurant goals, such as sales, food cost (GAP), labor, drive-thru times, etc. Describe how you would handle a personal friend that just refused to do a task that you just requested as Shift Leader. Asked
When you talk to a new employee, what would you tell them is the most important thing about your restaurant? What tools can you use to help an employee get really good at something? How important is it to follow the rules if you know a better way of doing something? What do you do when you are asked to work when you already have plans? Why is it important to listen to your team? Optional Questions You have plans for your entire weekend off. Your GM has just booked a birthday party on Saturday and asked you to work. What would you do? As a Shift Leader what can you do to help the restaurant meet its goals? As a Shift Leader, what can you do to grow sales in your restaurant? What would tell you the training you have provided was successful? How can training impact overall restaurant operations? How would your co-workers describe your style and work habits? What are you most proud of? What is the most creative thing you have done? What does success mean to you? Tell me/us about a time you had to follow a rule you didn't agree with. Tell me/us about a time you were under a lot of pressure. How did you handle it? What questions do you have for me/us? Asked DM or Review Panel Decision Point If the Candidate meets expectations after the interview, the next step is to prepare them and their General Manager to start Shift Leader Training. Ask your Regional Trainer or Franchise Business Consultant for details on the Shift Leader Training Program. Hardee s Food Systems, Inc. (HFS) only: Successful background check. District Manager or Review Panel recommends Candidate to start Shift Leader Training Program. or District Manager or Review Panel determines that the Candidate needs additional development or is not ready at this time. If the Shift Leader Candidate is identified as needing additional development or is not ready, The General Manager should coach the Candidate to complete a written development plan.
Shift Leader Training Program Enrollment General Manager & District Manager: Remove, complete and forward this enrollment form to your Regional Trainer or Franchise Owner/Operator. SL Candidate Name: Employee ID Number: (Do not use Social Security Number) Restaurant Number & Name: Shift Leader Training Start Date: Projected SLT Workbook Completion Date: (print) (print) (print) (print) (print) Shift Leader Selection Guide Document Description Candidate Meets All Required Prerequisites General Manager Validates Crew Station Certifications District Manager Verifies Crew Station Certifications Best Practices Considered Qualifying Assessment Score: (90% or higher) Crew to SL Readiness Checklist (Candidate ready) General Manager Interview & Decision DM or Review Panel Interview & Decision HFS Only: Successful Background Check Date Completed GM Initials DM Initials Sign-Off Sign below that all selection criteria as defined in the Shift Leader Selection Guide has been met for this employee. General Manager Signature: District Manager Signature: (or Franchise Owner/Operator) Date: Date: Remove this page and forward to your Regional Trainer or Franchise Owner/Operator immediately after Candidate selection.