Guest Service Manager
Individual Performance Plan (IPP) - US
Restaurant Scorec
Information about Me (EMPLOYEE COMPLETES)Name / Restaurant Number / Date of mid-year review
Region/Market / Your Boss / Date of year-end review
Objectives that support your restaurant’s business targets / Date to complete / Measurement / Accomplishments / Select Results
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Objectives that support the individual development of another employee
(can be direct reports or others) / Date to complete / Measurement / Accomplishments / Select Results
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Results Achieved Rating (BOSS COMPLETES)
The results achieved rating is given at mid-year and finalized at year-end. It is a reflection of results achieved against restaurant scorecard objectives. Note: Results achieved ratings influence 75% of employee’s overall performance rating.
4 Exceptional Results
Accomplishments were significantly beyond target performance levels.
Contributions to business unit/team and department results were exceptional. / 81%-100%
3 Significant Results
Accomplishments met and sometimes exceeded target performance levels.
All requirements and expectations of the job were fulfilled. / 70%-80%
2 Some Improvement Required
Accomplishments met some but not all performance levels and/or basic job requirements were not consistently met. Performance is unsatisfactory and improvement is required. / 60%-69%
1 Unacceptable Results
Few performance targets were met and basic job requirements were not maintained. Performance improvement must be achieved. / <60%
MID-YEAR RATING / YEAR-END RATING
RESULTS ACHIEVED
Mid-Year Comments Provide detailed comments regarding results achieved and demonstration of specific leadership skills. Include 2 areas of strength and 2 areas of opportunity.Manager / Employee
Leadership Skills / Leadership Skills
Results Achieved / Results Achieved
Year-End Comments Provide detailed comments regarding results achieved and demonstration of specific leadership skills. Include 2 areas of strength and 2 areas of opportunity.
Manager / Employee
Leadership Skills / Leadership Skills
Results Achieved / Results Achieved
If you are an Owner/Operator, you are exclusively responsible for complying with all applicable statutes, laws, and regulations applicable to your restaurant(s). You are also exclusively responsible for all employment related matters in your restaurant(s) and exercise complete control over the work, working conditions, and terms and conditions of employment for employees in your 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 organizations. For any legal issues affecting their business, Owner/Operators should consult their own legal counsel.
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Rev: 12/4/12
Guest Service Manager
Individual Performance Plan (IPP) - US
Leadership Behaviors (BOSS & EMPLOYEE COMPLETE)
Note: Ratings on Behaviors influence 25% of employee’s overall performance rating
Instructions for Mid-Year and Year-End Review: / Rating Keya) Separately, Boss and Employee read expected behaviors for each Leadership Behavior.
b) Consider how well the expected behaviors were demonstrated and where there may be opportunity to improve.
c) If an expected behavior doesn’t apply to a specific position, do not consider it when determining a rating for the Leadership Behavior.
d) Circle the number that corresponds to your rating at mid-year review. Discuss areas of agreement or disagreement.
e) At year-end, Boss enters a final rating in each box. / 4 Exceptional Demonstration
Demonstrated the expected behaviors in an extremely effective and consistent manner. This employee is considered a role model of this Leadership Behavior.
3 Significant Demonstration
Demonstrated the expected behaviors for this Leadership Behavior in a consistent and effective manner.
2 Opportunity For Development
Did not consistently and/or effectively demonstrate some of the expected behaviors for this Leadership Behavior. There is opportunity for development in this competency.
1 Unacceptable Demonstration
Demonstration of the expected behaviors for this Leadership Behavior was unacceptable and needs immediate improvement. Behavior was in clear violation of one or more of the expected behaviors.
Communicates Effectively and Honestly (Candidly)
Expected behaviors:· Uses direct questions to identify the root cause of issues
· Deals directly with difficult or sensitive issues at work by finding effective ways to talk with others about them
· Shows others he/she is listening through body language (e.g., eye contact, not acting distracted)
· Pulls together information from different sources to communicate concisely to his/her boss and other managers
· Asks for personal feedback from others (seeks the opinion and thinking of managers and crew)
· Utilizes restaurant communications systems to communicate relevant shift information to others / Someone who does not display these behaviors:
· Does not seek feedback from crew and managers
· Often misses the point others are trying to make
· Cuts people off before they finish speaking
· Does not listen well
· Not a clear communicator (written or oral)
· Holds information or viewpoint back
· Ignores differing perspectives that are contrary to his or hers
· Does not communicate restaurant priorities or shift plan to management team and crew
· Avoids dealing with sensitive issues
Boss Rating: / EE Rating: / 4 Exceptional Demonstration / 3 Significant Demonstration / 2 Opportunity For Development / 1 Unacceptable Demonstration
Mid-Year Employee Comments:
Mid-Year Boss Comments:
End of Year Employee Comments:
End of Year Boss Comments:
Develops Crew and Managers (Builds and Leverages Talent)
Expected behaviors:· Spends one-on-one time with direct reports to get to know their capabilities and coach them toward success
· Identifies crew and managers and encourages their development
· Celebrates the professional achievements of others
· Understands that people are motivated and learn in different ways and adjusts development approach to fit individual needs
· Actively seeks out opportunities to coach others on their development goals / Someone who does not display these behaviors:
· Does not train, coach or develop their team
· Fails to give others constructive coaching or performance feedback
· Does not let go of tasks that should be accomplished by others
· Does not ensure cross-training and/or job rotation occurs on their shift as planned
· Does not seek feedback on their individual performance or development opportunities
Boss Rating: / EE Rating: / 4 Exceptional Demonstration / 3 Significant Demonstration / 2 Opportunity For Development / 1 Unacceptable Demonstration
Mid-Year Employee Comments:
Mid-Year Boss Comments:
End of Year Employee Comments:
End of Year Boss Comments:
Builds Teamwork (Achieves through Teamwork)
Expected behaviors:· Develops team goals and makes sure all team members know how they contribute
· Works to get all team members involved and active on the team
· Recognizes team accomplishments and celebrates team success
· Uses team language (e.g., “we”, “our team” versus “me”) to build teamwork and inclusion
· Directly confronts conflicts or differing viewpoints by asking “why” questions and reinforcing expectations for teamwork
· Follows and encourages others to work within the right chain of command to make restaurant communications more clear and effective (e.g., who to go to for what)
· Complies with all policies and laws and ensures a respectful, safe work environment / Someone who does not display these behaviors:
· Is control oriented and does not trust the team to perform
· Fails to create shared goals and to rally the team around those goals
· Does not leverage differences of team members to drive stronger restaurant performance
· Withholds resources and information from others
· Lacks awareness of the needs of others’
· Does not recognize and celebrate team accomplishments
Boss Rating: / EE Rating: / 4 Exceptional Demonstration / 3 Significant Demonstration / 2 Opportunity For Development / 1 Unacceptable Demonstration
Mid-Year Employee Comments:
Mid-Year Boss Comments:
End of Year Employee Comments:
End of Year Boss Comments:
Influence by Example (Leads through Influence)
Expected behaviors:· Influences others by building their confidence and enthusiasm for getting results
· Offers well-reasoned, logical explanations for his/her viewpoint to help bring others on board; does not rely on his/her "title" alone to get support
· Shows an understanding of the needs and concerns of others before trying to persuade them (e.g., "I understand that you are concerned about x") / Someone who does not display these behaviors:
· Often fails to get support for ideas and recommendations
· Does not display the passion to influence and energize others to support their ideas or vision
· Does not make others feel as though their point of view has been heard
· Is only able to get things accomplished through use of a directive leadership style
Boss Rating: / EE Rating: / 4 Exceptional Demonstration / 3 Significant Demonstration / 2 Opportunity For Development / 1 Unacceptable Demonstration
Mid-Year Employee Comments:
Mid-Year Boss Comments:
End of Year Employee Comments:
End of Year Boss Comments:
Puts the Customer First
Expected behaviors:· Always role models commitment to total customer satisfaction
· Consistently trains and verifies that the right service procedures are being used / Someone who does not display these behaviors:
· Does not approach issues with a customer-first mindset
· Fails to recognize and act on opportunities to impress the customer
· Does not take the time for customer contact
· Assumes that all customer’s needs are the same and do not change
· Does not focus on customer recovery when customer issues arise
· Does not understand how the customer experience impacts repeat business, guest counts and sales
· Does not develop and/or adjust shift plan to ensure a positive customer experience
Boss Rating: / EE Rating: / 4 Exceptional Demonstration / 3 Significant Demonstration / 2 Opportunity For Development / 1 Unacceptable Demonstration
Mid-Year Employee Comments:
Mid-Year Boss Comments:
End of Year Employee Comments:
End of Year Boss Comments:
Organizes the Work (Executes for Results)
Expected behaviors:· Holds the others accountable for meeting standards and achieving their goals
· Delegates responsibility to others and follows up to clarify and coach
· Quickly refocuses on primary priorities after distractions from important “secondary” tasks
· Shows a high level of personal accountability for one’s own work by making time for it, meeting high standards, and looking for ways to continuously improve
· Uses restaurant metrics and other data to monitor progress on key objectives / Someone who does not display these behaviors:
· Does not identify or communicate priorities to restaurant staff
· Changes priorities often and lacks consistent focus
· Does not have a written shift plan for achieving results
· Does not consistently achieve results for assigned areas of responsibility or shift performance
Boss Rating: / EE Rating: / 4 Exceptional Demonstration / 3 Significant Demonstration / 2 Opportunity For Development / 1 Unacceptable Demonstration
Mid-Year Employee Comments:
Mid-Year Boss Comments:
End of Year Employee Comments:
End of Year Boss Comments:
Supports Change (Leads Change and Innovation)
Expected behaviors:· Plans for and follows-up on the implementation of important changes in the department
· Helps others to understand their role in changes that are taking place
· Encourages others to help solve problems by asking for their input / Someone who does not display these behaviors:
· Avoids or complains about changes and new ways of doing things
· Does not support change
· Likes to do things the way they have always been done
· Does not actively participate in discussions about new ways of doing things
· Slow to adopt/support change
Boss Rating: / EE Rating: / 4 Exceptional Demonstration / 3 Significant Demonstration / 2 Opportunity For Development / 1 Unacceptable Demonstration
Mid-Year Employee Comments:
Mid-Year Boss Comments:
End of Year Employee Comments:
End of Year Boss Comments:
Plans Beyond the Shift (Plans and Acts Strategically)
Expected behaviors:· Reviews and uses information about the performance of their functional responsibilities (scheduling, staffing, orientation, training, etc.) to identify improvement opportunities (e.g., past performance, suggestions from managers and crew, observations)
· Can talk about how his/her functional responsibilities contribute to the overall restaurant’s results (e.g., People, QSC, Sales and Profit)
· Uses basic steps to create action plans to improve the functional areas of responsibility (e.g., identifies the opportunity or problem, generates ideas, lays out tactics for making the plan happen, puts the plan into place and tracks progress) / Someone who does not display these behaviors:
· Does not establish restaurant targets and objectives for People, QSC, Sales and Profit
· Cannot explain how individual manager goals impact restaurant targets and priorities
· Does not participate in development of restaurant strategy
· Does not communicate the restaurant priorities to crew and other managers
· Is not aware of strengths or competitive advantages of local competitors
Boss Rating: / EE Rating: / 4 Exceptional Demonstration / 3 Significant Demonstration / 2 Some Improvement Required / 1 Unacceptable Demonstration
Mid-Year Employee Comments:
Mid-Year Boss Comments:
End of Year Employee Comments:
End of Year Boss Comments:
Performance Review Summary (BOSS COMPLETES)
Res Achieved Rating
Mid-Year Rating / Year-End Rating
Overall Performance Level (BOSS COMPLETES)
Boss determines the Overall Performance Level at year end. Overall performance rating takes into account results achieved against scorecard targets and any customized performance goals (75%) and performance on leadership behaviors (25%). (Note: If overall performance rating is high and leadership behavior is significantly lower, the lower rating should be given in some cases. Be specific in comments section on which behaviors need improvements.)
Results Achieved Rating (____ x 75%) / + / Leadership Behavior Rating (____ x 25%) / = / Overall Performance Rating __Overall Performance Rating Guidelines
3.5-4.0 / Exceptional Performance
2.5-3.49 / Significant Performance
1.5-2.49 / Some Improvement Required
1.0-1.49 / Unacceptable Performance
4 Exceptional Performance
The employee achieved results that far exceeded expectations and requirements of the job, while modeling the Leadership Behaviors expected of McDonald’s employees. The employee’s performance was always of exceptional quality. This rating is reserved for employees who have exhibited exceptional performance while meeting challenging demands.
3 Significant Performance
The employee achieved results that consistently met or occasionally exceeded expectations and planned objectives. This rating describes employees who successfully do their jobs and meet high performance standards while at the same time demonstrating McDonald’s Leadership Behaviors. (Note: This rating should also be used for employees new in their job and progressing as expected.)
2 Some Improvement Required
Improvement is required as the employee’s performance was varied, and his or her ability to meet expectations and accomplish planned objectives was inconsistent. This rating should be used for employees who achieved results but did so by demonstrating behaviors that are not consistent with McDonald’s Leadership Behaviors. Employees in this rating category should be placed on an accelerated review cycle with a Performance Improvement Plan to improve performance. (Note: This rating should also be used for employees who are new in position and progressing as expected OR have not had an opportunity to demonstrate behavior.)
1 Unacceptable Performance
The employee’s performance was unacceptable and needs immediate improvement. Expected results were not attained and planned objectives were not achieved. This rating also pertains to employees who achieved results but did so in a manner that is clearly in violation of the Leadership Behaviors that are expected of McDonald’s employees. An employee in this category should be on a Performance Improvement Plan, and must meet the objectives of the plan to remain in current position. In some cases, termination without going through a Performance Improvement Plan may be appropriate.
Overall Performance Level Rating: / Mid-Year / Year-End
Boss’s signature ______Date ______