Recruitment and Selection Process for Store Manager of CCD

Café Coffee Day RECRUITMNET AND SELECTION PROCESS OF STORE MANAGER A project Submitted By - Neha Dupate (13223) Swati Roohi (13180) Abhishek Agarwal (13004) Ujwal Saigal (13188) Sulbha Kumari (13164)

Under the Guidance of

Mrs. Radhika Gupta

International School of Business & Media

Recruitment and Selection Process for Store Manager of CCD

2012

Acknowledgment

This project would not have been a success without the guidance and motivation of our mentor. I would like to express my gratefulness to Mrs.Radhika Gupta, who acted as a mentor throughout our project for providing us valuable information and guidance. Secondly, I would like to thank the managers Amol Sir, Café Incharge of Café Coffee Day who has been very helpful in getting the required information related to this project.

Date: 12-09-2012

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Recruitment and Selection Process for Store Manager of CCD

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TABLE OF CONTENT CHAPTERS

PAGE NO.

1. Corporate Profile

4

2. Human Recourse

6

2.1. Recruitment & Selection 2.2. Sources of Recruitment 3. Recruitment and Selection Process for Store Manager 3.1. Training And Development 3.2. Employee working hour 3.3. Employee code of conduct 3.4. Promotion Policy 3.5. Performance Appraisal 3.6. Employee Turnover & Retention 4. Relationships of Store Manager with others

5. Job Description 5.1. Duties 5.2. Major Task & Responsibilities 5.3. Knowledge 5.4. Skills 5.5. Abilities 6. Recommendation & Suggestions

7. Annexure

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Recruitment and Selection Process for Store Manager of CCD

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1. Corporate Profile It was in the golden soil of Chikmagalur that a traditional family owned a few acres of coffee estates, which yielded rich coffee beans. Soon Amalgamated Bean Coffee Trading Company Limited, popularly known as Coffee Day was formed. With a rich coffee growing tradition since 1875 behind it coupled with the opportunity that arose with the deregulation of the coffee board in the early nineties, Coffee Day began exporting coffee to the connoisseurs across USA, Europe & Japan. In the calendar year 2000, Coffee Day exported more than 27000 tones of coffee valued at US$ 60 m to these countries and, for the second time in its short career of 7 years retained the position as the largest coffee exporter of India. Coffee Day has a wide and professional network in the major coffee growing areas of the country comprising over 48 agents and 50 collecting depots. Coffee Day's two curing works at Chikmagalur and Hassan cure over 70,000 tones of coffee per annum, the largest in the country. Coffee Day has a well-equipped roasting unit catering to the specific requirement of the consumers. The process is carried out under the control of experienced personnel to meet highest quality standards. The most modern technology available is used to maintain consistency and roast the coffee beans to the demanding specifications of the discerning coffee consumers. Coffee Day Comprises of the following Sub Brands Coffee Day - Fresh & Ground Café Coffee Day Coffee Day – Vending Coffee Day - Xpress Coffee Day – Exports Coffee Day - Perfect Café Coffee Day currently owns and operates 213 cafes in all major cities in India. It is a part of India's largest coffee conglomerate named Coffee Day, Rs. 200 crores ISO 9002 certified company. Coffee Day's most unique aspect is that it grows the coffee it serves.

Key Features  

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Pioneers of the Café Concept in India with the its first Café at Brigade Road, Bangalore in 1996. This Café was opened as a Cyber Café (first of its kind) but later, with the burst of cyber cafes it reverted to its core competency. …..Coffee. Essentially a youth oriented brand with majority of its customers falling in the 1529 year age bracket 4|Page

Recruitment and Selection Process for Store Manager of CCD

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2012

Each café, depending upon its size attracts between 400 and 800 customers daily. It is a place where customers come to rejuvenate themselves and be themselves. USP of the Brand: o Affordable Price o Coffee – Winner of Platinum, Gold, Silver and Bronze medals at the India Barista Championship 2002.

Café Coffee Day also sells merchandise through its stores. 5 per cent of the revenue comes from sale of merchandise. They have tie-ups with brands such as Levis, Airtel Friends, also with HDFC to promote their debit card.

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Recruitment and Selection Process for Store Manager of CCD

2012

2. Human Resources People at C.C.D. believe that “People are hired for what they know but fired for how they behave.” With the boost in the number of their retail outlets, Café Coffee Day had to concentrate on the quality and quantity of their human resource in order to meet up with the set standards. They make sure that the employees all across the country are well trained and provide consistent services at every outlet. 2.1. Recruitment & Selection: It is the process of differentiating between applicants in order to identify those with a greater likelihood of success in a job. The role of selection in an organization’s effectiveness is crucial for at least two reasons; first work performance depends on individuals and second because of the costs incurred in hiring individuals is enormous for an organization. The best way to improve performance is to hire the people who have the competence and the willingness to work. Arguing from the employee’s viewpoint poor or inappropriate choice can be demoralizing to the individual concerned and demotivating for the rest of the workforce. The cost of searching and training individual may range from Rs.2, 50,000.or more. Costs of wrong selection are even greater. Selection is a long process commencing from the preliminary interview of the applicant and ending with the contract of employment. The process differs among organizations and between two different jobs within the same organization. Selection procedure for senior managers is longdrawn and rigorous but on the other hand for shop floor workers it is simple and short. 2.2. Sources of recruitment: Café Coffee Day has different sources for recruitment depending on the job profile in demand. For Team Members the sources are: In store Posters REJECTED APPLICATION

Referrals and Walk-ins

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Recruitment and Selection Process for Store Manager of CCD

2012

3. Recruitment and selection process for Store Manager: For posts of team members the following rounds take place 1. 2. 3. 4.

Psychometric tests, Behavioral Intelligence Test, Logical thinking and Comprehension Test. Application blank. Personal Interview, Operations Interview, Regional Manager Interview.

EXTERNAL ENVIRONMANT INTERNAL ENVIRONMENT R E J E C T E D A P P L I C A T I O N

PRILIMINARY INTERVIEW

SELECTION TEST

EMPLOYMENT INTERVIEW

REFERENCE AND BACKGROUND INTERVIEW

SELECTION DECISION

PHYSICAL EXAMINATION

JOB OFFER

EMPLYOMENT CONTACT

EVALUATION

3.1. Training & Development: To ensure consistent employee performance, training and development policies are very important- even more in service sector organizations. Café Coffee Day has set 30 days rigorous training procedure at their office for all the assistant managers. Whereas all the team members undergo a 3 days training at respective head offices. 7|Page

Recruitment and Selection Process for Store Manager of CCD

2012

3.2. Employee working hours: The working hours are split into convenient shifts spread over 8:30 am to 10:30 pm. Night drops are provided for late evening shifts. 3.3. Employee code of Conduct: After substantial efforts Café Coffee Day has been able to convey to their staff (the ones who serve food) that they are doing a job and are at par socially with many consumers. Their attitude and communications is kept up to mark. Along with cleaning the table well, their employees communicate with the consumers on one to one basis. It is a cultural shift; it is a huge responsibility as, in India you do not look at the people serving at your table as your peer Their employees are like friend to the customer but at the same time they know about the international standards of hygiene and cleanliness and personal grooming. 3.4. Promotion Policy: Café Coffee Day prefers promoting from within, rather than externally. 3.5. Performance Appraisal: Performance management is an integral part of a comprehensive human resource management strategy. Its objective is to maximize individuals' performance and potential with a view to attaining organizational goals and enhancing overall effectiveness and productivity. The immediate superior carries out the performance appraisal at Café Coffee Day every 6 months. 3.6. Employee Turnover & Retention: Café Coffee Day’s current rate of Employee Turnover is about 9%. The reason behind this is the people between the age group of 19-24 who do not see their job as permanent means of income. They are not committed towards the organization. 3.7. Accommodation: Accommodation is given for the out-station candidate after selection. Accommodation expenses are deducted from the salary.

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Recruitment and Selection Process for Store Manager of CCD

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4. Relationships of Store Manager with Others: (chain of command) L0 (Extreme Low level Staff)

L1 (Low level Staff)

L2 (Café In charge)

Area Manager

City Manager

Regional Manager

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Recruitment and Selection Process for Store Manager of CCD

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5. JOB DESCRIPTION: A café manager's job description includes making major decisions, directing employees towards common objectives and goals and providing leadership when necessary. They are responsible for the financial evaluation of the café. This includes the monthly assessments, planning the budget along with monitoring the cost of their goods and the sales. Agreement is signed by the fresher’s. 5.1. DUTIES: 

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They may work closely with regional managers and store owners to coordinate and determine the most cost-effective marketing and hiring strategies, and align their particular franchise with a retailer's parent business philosophy. Store managers use company software to draft proposals, recruit employees and research and track products. On the floor, store managers must assemble the best possible sales team. They interview and selectively hire the most qualified candidates, provide time-efficient and thorough training and maintain the skills and well-being of current staff with motivational incentives and evaluations. In addition, managers must address customer needs by immediately resolving conflict, inspiring long-term customer relationships and creatively placing and rotating merchandise in a way that best catches customers' attention.

5.2. MAJOR TASK AND RESPONSIBILITIES:       

Meeting with vendors and salespeople to order various food and supplies from various companies. Setting a budget for wages, supplies and equipment and other expenses the café will have. Determining the correct amount to charge for various items on the menu from coffee and beverages through to food items. Greeting and talking with customers, getting feedback regarding both items offered on the menu and service to the customers. Managing the accounts payable and receivable systems, contracting for bookkeeping and accounting services or completing these tasks themselves. Hiring, training, supervising, promoting or firing staff as required. This may also include lying off seasonal staff in some areas. Advertising and marketing the café, planning new campaigns to attract customers and constantly expanding the client base.

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Recruitment and Selection Process for Store Manager of CCD

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5.3. KNOWLEDGE:    

Prior Work Experience. Degree programs in restaurant management These programs are available as certificate, associate degree and bachelor's degree programs. Restaurant management education programs (hospitality management or food service management programs).

5.4. SKILLS:      

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Ability to get staff motivated and having exceptional social skills, Hospitality Skills, Customer Service and Organizational skills, Excellent communication skills, Have the ability and knowledge necessary to solve the problems they may face, Supervision skills and teamwork skills, They also need to be extremely knowledgeable on all the products they sell.

5.5. ABILITIES:

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Recruitment and Selection Process for Store Manager of CCD

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6. RECOMMENDATION AND SUGGESTIONS:

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Recruitment and Selection Process for Store Manager of CCD

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7. Annexure: Questionnaires: 1. The reward given on bringing the candidate on board is: a. Monetary reward If Monetary, the upper and lower limits are_______. b. Non- Monetary reward If Non- Monetary, then what does the rewards include? 2. Do you bear the relocation expenses of the outstation candidate (within India)? a. Yes b. No 3. If yes, which of the following expenses are covered of the out-station candidate, after selection? a. Travel b. Transportation of house-hold goods c. Accommodation d. All the above 4. Please mention the monetary limits for the following expenses: a. Travel ______ b. Transportation of house-hold goods ______ c. Accommodation ______ 5. Do you get an employment signed by the fresher? a. Yes b. No 6. According to you, the most important Skill to be considered while hiring a Store Manager is _________ 7. Duration of training period and type of training do you give ______.

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