Hiring To Win

1 HiringTo WinInterview Guide 2013 McDonald s Creative Services 15179 Candidate: _____Interviewer: _____Date: _____2 Creating Opportunities . Together . interview Preparation Checklist ..3 Interviewing Do s and Don ts ..5 Questions for All Candidates ..6 Crew Member Questions ..8 Crew Trainer Questions ..11 Shift Manager Questions ..14 Department Manager Questions ..17 General Manager Questions ..20 Additional Ratings ..23 Summary Page ..24 Conducting an interview is a critical step in the Hiring process . This guide contains information you will need to interview candidates for restaurant positions at McDonald s . During the interview , you will ask candidates questions about their background and experience . You will also collect information on how he or she acts in work-related situations specific to the position the candidate applied for.

2 After the interview , you will rate the candidate s response to each item using the scales provided .Table of ContentsOverview 2013 McDonald s. McDonald s and McDonald s independently owned and operated franchises are equal opportunity employers committed to a diverse and inclusive workforce. Franchisees are the exclusive employer of their employees and are solely responsible for all employment matters in their guide is for restaurants operated by McDonald s USA LLC. Owner/Operators of franchised restaurants may, if they choose, use Hiring To Win and this guide, but are not required to. Owner/Operators are independent employers and make their own policies regarding employment-related matters. Owner/Operators are exclusively responsible for complying with all applicable statutes, laws, and regulations applicable to their restaurant(s).

3 Owner/Operators are responsible for all employment related matters in their restaurant(s) and exercise complete control over the work, working conditions, and terms and conditions of employment for employees in their restaurants. These materials are informational only and should not be construed as establishing requirements applicable to any Owner/Operator. To the extent these materials contain references to Owner/Operators, these references are for demonstrative purposes only and are incorporated in an effort to assist Owner/Operators in case they choose to implement any portion of these materials within their individual Opportunities . Together .Candidate:_____ Interviewer:_____ Date:_____InTervIeW PreParaTIon CHeCklIsTPreparing for the interview :Check the boxes to ensure you are properly prepared before the Gather all the materials you will need to conduct the interview (e.)

4 G ., application, assessment results, interview guide, pen) .o Review the candidate s employment application and Hiring To Win assessment results . o Review the interview questions and rating scales so you know what to listen for and rate . It is important that you feel comfortable with the questions before starting the interview .o Think about and prepare for questions the candidate may ask (e .g ., next steps in the Hiring process, time frame for making a decision, etc .) .o Be sure you are ready at least 10-15 minutes ahead of time so you can start the interview on time .o Find a comfortable spot in the restaurant where you will not be interrupted to conduct the interview . Opening the interview : Welcome the candidate with a smile, thank him/her for their interest in working for McDonald s, and offer them a drink . Introduce yourself to the candidate.

5 Share your I Story by talking about: > how long you have worked at McDonald s > the position you started in > your career progression Explain the structure of your organization (is it owned by a franchisee or the corporation, number of stores, etc .) . Describe the job that the candidate applied for . Begin by reviewing the specific job duties and work hours . In addition, discuss the advantages and challenges of the job, and opportunities for growth and benefits . Explain the purpose of the interview and tell the candidate you will be taking notes to remember his/her answers . Give the candidate a chance to ask any questions he/she may have about the interview . Explain that they will have time to ask questions about the job after the interview . 4 INTERVI EW PR EPAR ATI ON CHECKLISTC reating Opportunities. :_____ Interviewer:_____ Date:_____Conducting the interview : During the interview , pay attention to the candidate s communication, body language, eye contact, and general interactions with you.

6 Based upon this information, do you think this candidate meets the requirements/possesses the qualifications for the position and will provide exceptional customer service and create a welcoming environment? Begin each interview with the Questions for All Candidates section . If the candidate is scheduled for two interviews, the position-specific questions should be split up between the interviewers . The first three questions should be covered in the first interview , while the second interview will cover the last two questions in that section . As you conduct the interview , begin by asking the interview question . You should then ask any of the follow-up questions you need to get a complete understanding of the situation . Throughout the interview , keep in mind the five areas of focus in the Service Experience Platform: Be Clean.

7 Be Nice . Be Fast . Get it Right . Make it Right . Starting with the position specific questions, there will be corresponding graphics to indicate which area you should focus on . Keep this in mind as you evaluate the candidate s responses . Take thorough notes in this guide as the interview proceeds . You will use your notes to help you make a final decision . > Focus your notes on the candidate s responses that relate to the qualifications for the position . Do not write down things about their appearance or personal information they may have shared (e .g ., religious affiliations, family) . > Try to write exactly what the candidate says, but at least make sure you write down specific facts and behaviors related to their answer . > Avoid general statements, judgments, and conclusions . Don t write things like great answer, bad example, etc.

8 > Use appropriate abbreviations or shortcuts that make the task easier (e .g ., w/ for with, b/c for because, etc .) > Take notes directly within this interview guide using the blank space provided below each question .Closing the interview : Explain why McDonald s is a great place to work and sell the candidate on all the benefits of working for your organization . Give the candidate the opportunity to ask questions about the job and McDonald s . Review the next steps in the Hiring process (e .g ., second interview , reference check, etc .) . Let the candidate know when you will get back to him/her . Thank the candidate for their interest in working at McDonald s .Evaluating the Candidate s Answers: Review your notes . The ratings scales included for each question provide examples of ineffective, effective, and highly effective responses for each question.

9 Use the rating scales provided for each question as a guide to rate the candidate s answer to each question . For each question, indicate whether the candidate s response falls within the Red, Yellow, or Green category by checking the box on the rating scale provided . Go to the Additional Ratings page to provide ratings on the candidate s Interpersonal and Communication Skills based upon their performance during the interview . To complete your evaluation, transfer your ratings for each question to the evaluation form on the Summary Page by circling the appropriate letter (R, Y, or G) on the evaluation form . Provide a final evaluation on the Summary Page to determine whether you want to proceed with the Hiring process or not . Upon completing the interview and ratings, file the interview notes by following your normal record retention policy and guidelines.

10 For candidates receiving a final evaluation of Proceed, follow up and consider conducting reference checks .5 Creating Opportunities . Together .Candidate:_____ Interviewer:_____ Date:_____InTervIeWI ng do s and don TsDo:Give the candidate the opportunity to ask questions and address them all .Explain the next steps and time frames in the Hiring process . You may want to tell the candidate that if they have not heard from you in 48 hours the position has been filled however their application will remain on file .Outline the benefits and opportunities McDonald s offers . Leave the candidate with a positive feeling about McDonald s . Remember that regardless of how the individual did during the interview , they are likely to be a customer .Be objective when scoring the candidate . Base your ratings only on the facts and behaviors you heard or observed.