YUM! Restaurants International
Yum! Brands Inc. consists of 5 core, Quick Service Restaurant (QSR) concepts, KFC, Pizza Hut, Taco Bell, A&W, and Long John Silvers. In each QSR concept consumers can either dine in or carry out food. In addition Taco Bell and KFC offer a drive-thru' option in many stores. Pizza Hut and, in some countries, KFC offer delivery service. Each concept has key menu items & emphasises the preparation of food with high quality ingredients as well as unique recipes and special seasonings to provide appealing, tasty, and attractive food at competitive prices. YUM! HISTORY PepsiCo Restaurants International was formed in November 1994 and in 1997 PepsiCo sold the restaurants division which consisted of KFC, Pizza Hut and Taco Bell - forming Tricon Restaurants International. Following the acquisition of A & W and Long John Silvers, Tricon Restaurants International was renamed Yum! Brands Incorporated. KFC is now part of Yum! Brands Incorporated who owns 30,000 restaurants in over 10 countries worldwide making it the world's largest restaurant organisation. KFC KFC operates in 74 countries throughout the world. KFC restaurants offer fried original recipe chicken products and some non-fried chicken-on-the-bone products. Other popular items include Colonel's Crispy Strips and various chicken sandwiches. KFC also offer a variety of side items such as, coleslaw and corn as well as desserts and soft drinks. In the UK, KFC operates as a joint Franchise and Company owned structure. This position you are applying for is for Yum! International Company owned store.
KFC HISTORY
Since the 1950's, KFC has grown at a remarkable pace from one small roadside restaurant, to an internationally renowned restaurant chain - the largest chain of chicken restaurants in the world. None of this would have happened had it not been for the persistence of one man - Colonel Harland D Sanders. The Colonel was born in 1890 and was only six when his father died and his mother had to go out to work to support the family. He became a dab - hand at cooking for the family and was soon preparing a wide range of regional dishes. It was at the age of 40 working as a service station operator in Corbin, Kentucky, that the Colonel returned to his love of cooking and began to serve food to hungry travellers from his own living quarters. Before long customers were turning up for food alone, so he moved across the street to a motel and 142 seater restaurant which he named "Sanders". It was during this time that the Colonel devised his recipe for fried chicken using a secret blend of eleven Herbs and spices. His restaurant became so popular the state governor made Harland Saunders a Kentucky Colonel in honour of his fine contribution to state cuisine! But it wasn't the true start of KFC, as we know it. In the early 1950's a new by-pass signalled the end of the Colonels business, and he auctioned off his operations. But he wasn't about to give it all up that easily. Using his last $105 Social Security cheque he set up Kentucky Fried Chicken, his own chicken franchising business, travelling across the country from restaurant to restaurant cooking chicken for the owners and their employers. Following the owners' approval of his special KFC recipe, Colonel Sanders entered upon a handshake agreement, which provided him with a nickel for every chicken the restaurant sold. His recipe and policy met with stupendous success. Fried chicken itself was not a new concept, but the unusual combination of Herb's and spices, which made up the Colonel's chicken coating, became the star attraction. By 1964 Colonel Sanders had over 600 franchised outlets of his chicken product in the United States and Canada producing a $37 million turnover. The first Kentucky Fried Chicken restaurant was introduced to Britain in 1965. By now the Colonel was in his seventies and the business was getting too big for him. So he hung up his cooking-cap in 1964 and sold the company. As part of the deal, he agreed to remain a lifelong quality controller and his famous face was also used as the company trade mark. The Colonel died in 1980. He was 90 years old. In the latter years of his life he travelled 250,000 miles a year overseeing his KFC Empire. He was always keen to roll up his sleeves, don an apron and demonstrate to staff how real 'finger lickin' good' fried chicken should be made. He always insisted on the highest standards of quality, service and hygiene, and those standards have continued to this day. KFC, the world's largest chain of chicken restaurants, offers great tasting meals and snacks in over 30,000 restaurants around the world. There are KFC restaurants in more than 74 countries, from a Chinese village near the Great Wall, to the busting boulevards of down town Paris and the sunny streets of Puerto Rico. Every day over 6.5 million people make KFC part of their lives. Laid head to claw, KFC chickens consumed worldwide would stretch 458,065 kilometres and would circle the earth at the equator 11 times. Chicken is our business, but innovation and customer satisfaction is our passions. This shows in our results. In 2001, KFC enjoyed $9.7 billion in system sales world side. KFC has added a variety of burgers to the menu, customers flocked to try the Hot n' Spicy Zinger burger, the Tower burgers and the Twister. KFC is a great believer in developing new products that meet the high standards set by the Colonel all those years ago. We have a variety of products that are being tested in parts of the UK - and we've got more new products in the pipeline for 2002 and beyond. KFC serves 2.5 billion meals a year worldwide and we employ more than 200,000 people worldwide. KFC opens one restaurant everyday round the world. We are also changing the way we bring our products to customers. In Puerto Rico and California, for example, university students now enjoy KFC meals as part of their regular campus food. And in a growing number of cites around the world from Auckland to Alberqurque, KFC can be delivered direct to customers' homes. And it all began with a 65-year-old gentleman who used his $105 Social Security cheque to start a business.
What is CHAMPS?
CHAMPS support our belief that the most important thing each of us can do is focus on the customer. It demonstrates our commitment to be the most respected restaurant brand in the world with the world's best restaurant operations. We asked our customers what they wanted from us in terms of service, food and experience. This is what they told us; The The The The The The restaurant should be clean team should be hospitable order should be accurate restaurant should be well maintained product should be consistently great food should be served with speed C H A M P S
As we are committed to continually exceeding our customers' expectations we regularly monitor how we are doing. We do this by way of an agency that employs Mystery Customers to help show our store teams how typical customers feel about their store. This is known as the CHAMPS Check. We use the reports from these customers to take action so that improvements can be made. Our focus is to treat all our customers as we would guests in our own homes, that is welcome them, put them at ease, make sure we've cleaned and tidied up! look after them, and what's more does that little bit extra so that they'll remember us and want to come back. Customer Mania KFC are passionate and committed to 'wowing' our customers. We want to treat our customers so well they come back again and again, and we want them to tell their friends to visit too! Customer Mania involves each of us thinking about what our customer wants, and then exceeding their expectations. It is an attitude and set of behaviours that puts the customer at the centre of everything we do. Customer Mania is about delivering 100% CHAMPS with a Yes! Yes! - My customer is my job Yes! - I only serve hot, fresh, great tasting food Yes! - My customers are important to me Yes! - Solving my customer's complaint is my role To achieve 100% CHAMPS with a Yes! KFC believe all employees should follow the 'SMILE - You're on stage' programme. S Stand up straight, don't lean T Turn to face your customer A Act on what your customer wants G Great your customer like they are your friend E Eye contact!
DYNASTY MODEL
To be the best we have to think and behave like the best. Our Yum! Dynasty Model sets a clear vision of where we're heading and maps out how we can achieve our goals. It is a very powerful tool that guides Yum! Brands to success. The model is based upon shared learning and experience gained over many years across the globe, not only in KFC but also in Pizza Hut, Taco Bell, A&W and Long John Silver. The model applies to all of us and shows what we can do to help make Yum! A company to be truly proud of. The model concentrates on a few key principles: How We Lead, How We Win and How We Work together that ensures everyone is working with a passion and determination to succeed. How we Lead Be a Customer Maniac - Take responsibility for and be passionate about exceeding customer needs - Be committed to executing 100% C.H.A.M.P.S with a YES! - Support restaurant teams with reliable services and tools - Act like an owner Know and Drive the Business - Understand the demands and issues affecting the business - Demonstrate a sense of urgency to get results and improve performance - Sort through complex issues and take appropriate action - Continually raise the bar on your own and other's performances, use "beat a year ago" mentality. Build and Align Teams - Use the power of people to solve problems and drive results, invite input and ideas from everyone - Articulate strategy and ensure appropriate structure - Continually build capability, selecting talented people and readily addressing non-performers - Communicate, communicate, communicate HOW WE WIN AT YUM! Running Great Restaurants - Customer Mania Mindset and Behaviour - People Capability First - High Visibility Leadership and Coaching - C.H.A.M.P.S. Execution - Processes and Discipline Around the P&L and Balanced Scorecard Differentiating the Brand in Everything We Do - Strategic brand analysis - defining reality - Brand identity system - identifying what we will stand for Driving Explosive Global Expansion - Fully penetrate core International markets - Execute domestic market plans - Strengthen franchise capability and unit economics Leading the Way in Multibranding Innovation - Ensure world class concepts and operational execution - Develop new concepts - Solve franchise issues Converting Cash Flow into High Value - Getting out of low return assets - Leverage what we own - Invest in high return opportunities
RECOGNITION AND ACHIEVEMENT
We find reasons to celebrate the achievements of others and have fun doing it! We have various means of recognising people in their work. These range from informal team recognition, which you will experience within your team, to the more formal awards: Walking the Talk An informal award given to someone for displaying the How We Work Together principles. Anyone can award a Walk the Talk card, which you can get from each floor in the RSC. You can hand the card to individual or you can place it on Walk the Talk board. Use it as a way to say "thanks". Restaurant Excellence Awarded for outstanding support to the stores, by the Company Operations Director, Dray WillsonRymer. Putting People First Awarded for outstanding performance in the areas of Recruitment and Retention, Training and Development, and Reward and Recognition, by the HR Director, Alison Preen. Gold Standard Awarded for outstanding performance demonstrating the How We Work Together principles.
Will you be recognised soon?
BE PROUD OF OUR:
Food: No one beats us on chicken. Cooked and prepared in store as only we know how, the best way the KFC way. It has to be the best everytime. Restaurants: Modern, up to date and appealing facilities, which are in the right place for our customers. This also means a better, safer work environment for you. Service: We delight our customers so much they tell their friends. Our service will be faster and friendlier than any of our competitors. No one will come close. We'll deliver the best restaurant experience. Branding: We want advertising that is talked about, impactful and lasting. Whatever the advertising medium the message remains the same, KFC means great tasking food at unbeatable value, and a great customer experience. Culture: We aim to create an environment where everyone can make a difference. It's not just about results but how we achieve them. Anyone can be successful at KFC as long as they demonstrate the passion and commitment to succeed.
JOB DESCRIPTIONS
Job Title: Reports to: Salary:
Restaurant General Manager (RGM)
District Manager / Area Coach £18,000-£22,000 with Profit Related Bonus Scheme
Purpose of the position: Manages a KFC restaurant within Company policies and guidelines to ensure sales, service, profitability and standards are maximised. Principal duties and responsibilities Sales and profitability: Maximise the sales in the restaurants to achieve and exceed sales budget Ensure that all the restaurant resources i.e. labour, product, supplies, tills and equipment are at correct levels to meet the various volumes of the business Carry out local restaurant marketing activity as authorised by the District Manager to increase sales Keep aware of all local competitor activity and any local activities which may effect the volume of business Co-ordinate in-store promotions and ensure that all staff are fully briefed in advance of promotion Maximise the profitability of the restaurant by monitoring food, pack and labour costs and controllable expenses to ensure that these are in-line with established targets
Administration: Ensure that all cash handling and in-store banking procedures are adhered to at all times Ensure that the correct level of supplies are ordered, deliveries checked and that stock levels are monitored on a daily and weekly basis and any discrepancies fully investigated and reported Ensure that the correct volume of product is prepared to meet the level of business and that the product control sheet is accurately maintained Ensure that the weekly labour schedules are prepared correctly to ensure all shifts properly staffed and ensures that labour costs are in-line with budget Ensure that all daily, weekly and monthly paperwork is completed accurately
Standards: Ensure the Company standards i.e. CSA and Champscheck are met Ensure that all customer complaints are handled correctly and reports all serious complaints to District Manager Ensure that litter patrols are carried out as required on each shift Ensures that restaurant cleaning plan/rota is adhered to
Safety and Security: Ensure that all Statutory and Company Health, Safety and Food Hygiene regulations are followed and corrective action taken as necessary Ensure that all restaurant staff and management are fully trained in the following: Fire procedures Health & Safety Food Hygiene Security and Robbery procedures Ensure that all Company Security Procedures are followed, in order to ensure the security of premises, people, stock, equipment and monies at all times Follow up any issues arising from EHO audits to ensure corrective action is taken as required
People: Ensure that the restaurant is correctly staffed to meet the needs of the business, recruiting additional staff as necessary and using TMRI to ensure high standards Ensure that the mix of staff recruited in no way conflicts with the Company’s Equal Opportunities Policy Ensure that all new staff receives a comprehensive induction, an individual induction folder complete with Training Plan. Ensure that all employees are correctly trained to perform those tasks assigned and that they are actively encouraged to progress through the Star 2000 and Developing Champions training programs Provide development for Team Leaders and Assistant Managers and ensure that session planning is carried out to ensure full management cover of the restaurant as described in Developing Champions Mentor ARGMs with potential for restaurant management, ensuring appropriate training by following the Developing Champions program Mentor new RGMDs to take over responsibilities and ensure appropriate training by following the Developing Champions program Perform annual appraisals with Assistant Managers, Team Leaders and Team Members and conduct Star 2000 appraisals with other staff Ensure that those policies and procedures contained in the personnel policies section are followed to minimise employee relations issues within the restaurant Handle employee relations issues within the restaurant, conducting disciplinary and grievance proceedings with hourly paid staff as agreed by the Human Resources Manager Perform starter, leaver, payroll change documentation and maintain up-to-date personnel files for restaurant staff Hold monthly CHAMPS meetings and discuss various issues affecting the restaurant and personnel
General: Deputise for District Manager when required
Job Title: Reports to: Salary:
Assistant Restaurant General Manager (ARGM)
Restaurant General Manager £15,000-£17,000 with Performance Related Bonus’
Purpose of position To assist the Restaurant General Manager in the management of a KFC restaurant. To supervise shifts to ensure that sales, profitability and standards are maximised and all Company policies and procedures are followed. Principal duties and responsibilities Sales and profitability: Ensure that all restaurant resources i.e. labour, product, supplies, till and equipment are at correct levels to meet the various volumes of the business Assist the Restaurant General Manager to carry out local restaurant marketing activity to help increase sales Assist the Restaurant General Manager to implement in-store promotions and ensure that all staff are fully briefed to deal with the promotions Assist the Restaurant General Manager to maximise the profitability of the restaurant by monitoring food, pack and labour costs and controllable expenses to ensure these are in-line with established targets
Administration: Ensure that all cash handling and in-store banking procedures are adhered to at all times Ensure that the correct level of supplies are ordered, deliveries checked and that stock levels are monitored on a daily and weekly basis and any discrepancies fully investigated and reported Ensure that the correct volume of product is prepared to meet the level of business and that the product control sheet is accurately maintained Assist the Restaurant General Manager to prepare the weekly labour schedules to ensure all shifts properly staffed/managed and ensures that labour costs are in-line with budget Complete all shift/daily paperwork and assists the Restaurant General Manager in the completion of the weekly and monthly paperwork
Standards: Ensure that the Company standards i.e. CSA and Champscheck are met Handle all customer complaints correctly and report all serious complaints to District Manager Ensure that litter patrols are carried out as required on each shift Ensure that the restaurant cleaning plan/rota is adhered to
People: Assist the Restaurant General Manager to ensure that the restaurant is correctly staffed to meet the needs of the business, recruiting additional staff as necessary Assist the Restaurant General Manager to ensure that all new staff receives a comprehensive induction, an individual induction folder complete with Training Plan. Ensure that all employees are correctly trained to perform those tasks assigned and that they are actively encouraged to progress through the Star 2000 and Developing Champions training programs Ensure that those policies and procedures contained in the Standards Library are followed to minimise employee relations issues with the restaurant
Safety and Security: Ensure that all Statutory and Company Health, Safety and Food Hygiene regulations are followed and corrective action taken as necessary Assist the Restaurant General Manager to ensure that all restaurant staff are fully trained in the following: Fire Procedures Health and Safety Food Hygiene Security and Robbery Procedures Ensure that all Company Security Procedures are followed, in order to ensure the security of premises, people, stock, equipment and monies at all times
General: Ensure that any problems that cannot be dealt with are referred to the Restaurant General Manager Deputise for the Restaurant General Manager as required