2 hrs ago
McDonald’s Pivots Back to Human Hospitality in Restaurants
McDonald’s plans to change how its restaurants serve people.
Later this year, it will retrain more than two million workers around the world.
The training will also involve company employees and suppliers.
Workers will learn new standards for hospitality.
New guidelines will explain how employees should interact with customers.
Workers may check on people in restaurant lobbies and before they leave.
They will no longer need to ask whether customers use the McDonald’s app.
Hospitality will matter more when franchisees are evaluated.
McDonald’s will begin retraining more than two million global restaurant workers later this year.
The retraining will target higher standards for hospitality and other restaurant functions.
New guidelines will ask workers to check on customers in restaurant lobbies and before they leave.
Workers will no longer need to ask customers whether they are using the McDonald’s app.
Hospitality will become a more important measure in evaluating franchisee performance.
- Who
- McDonald’s, its restaurant workers, company employees, suppliers, and franchisees.
- What
- McDonald’s will retrain workers and introduce new customer-service guidelines.
- Where
- McDonald’s restaurants globally.
- When
- Later this year.
- Why
- To raise standards for hospitality and other restaurant functions.
Key facts
- Company
- McDonald’s
- Training timeline
- Beginning later this year
- Workers affected
- More than two million global restaurant workers
- Additional participants
- Company employees and suppliers
- New customer practice
- Workers may check on customers in restaurant lobbies and before departure
- App question
- Workers will no longer need to ask whether customers use the McDonald’s app
- Franchisee evaluation
- Hospitality will become a more important performance metric
Sources
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