Reward Management Strategies at Pret a Manger

This assignment examines the reward and performance management practices employed by Pret a Manger. It delves into various aspects such as compensation, benefits, recognition programs, training and development, and their alignment with Maslow's hierarchy of needs. Students are expected to analyze relevant literature on reward management and apply it to understand Pret a Manger's approach. The analysis should consider the effectiveness of these strategies in motivating employees, fostering job satisfaction, and contributing to organizational success.

Human Resource Management and
Engagement
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TABLE OF CONTENTS
INTRODUCTION................................................................................................................................4
Critical evaluation of the HR practices with their impact on Pret a Manger...................................4
CONCLUSION..................................................................................................................................10
REFLECTIVE....................................................................................................................................10
REFERENCES...................................................................................................................................11
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ILLUSTRATION INDEX
Illustration 1: Maslow's hierarchy of need...........................................................................................8
Illustration 2: Performance management cycle for rewarding.............................................................9
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INTRODUCTION
Human Resource Management (HRM) is an important function for private and public
organisations as well. The activities that take place in HRM are training and development,
recruitment, performance appraisal, reward management, workforce planning and many more.
Along with it, employee engagement also plays essential role in achieving the targets of the firm.
Employee engagement is a relationship between the organisation and its workers with a
commitment of achieving goals in the best possible manner (Cooke, 2012).
For the present study, Pret a Manger, a fast food chain of UK is taken into the consideration.
In this file, two HR practices i.e. reward management and training & development are taken for
explaining their impacts, strengths and weakness with respect to employee engagement and
recommendations for improvement. In the end, conclusion is explained with the key findings.
Critical evaluation of the HR practices with their impact on Pret a Manger
Zhang, Nie and Luo, 2009, have stated that “Proper implementation of the HR practices in
the organisations result to accomplishment of the objectives in effective manner” (Zhang, Nie and
Luo, 2009). With respect to Pret a Manger “People management practices of this organization are
effective which results to proper time and team management”. According to Pool and Sewell, 2007,
the two areas Reward Management and training & development are main aspects (Pool and Sewell,
2007). These have been selected for proper analysis with respect to the firm and are explained
below:
a) Training and Development:
Gravells (2010) has demonstrated that “Training refers to the planned programs and
activities which are conducted by the companies for the development of their employees” (Gravells,
2010). In favour of this, Tams, 2008 has concluded that “Training results to enhance the skills,
abilities and knowledge of the workers which later helps in effective achievement of goals and
objectives” (Tams, 2008). As per this statement, Pret a Manager conducts training for the
development of its employees which results to enhance their career opportunities. On the other
hand, Brody, 2010 has evaluated that “It is the responsibility of the line managers to allocate
appropriate resources for the training and development” (Brody, 2010). Similarly, Champoux, 2010,
has found that “Proper allocation of resources results in conducting training programs effectively”
(Champoux, 2010). With respect to this, Pret a Manger uses various tools and techniques for the
appropriate development of the employees.
Theatre and Action based Training:
Longenecker and Fink, 2013 have concluded that “There are two types of training namely
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on the job training and off the job training. Each training type has its own advantages and
disadvantages, it depends upon the organisations that what type of training their employees need”
(Longenecker and Fink, 2013). In favour of this, Lucio, 2013, has said that “Companies are using
innovative and creative ways in their training programs for making it more interesting” (Lucio,
2013). In context to this, Pret a Manger provides theatre and action based training to the employees.
This training helps employees in understanding the working of stores by watching the scenarios. In
a research Erhoef, 2003, has found that “Theatre training has boosted the staff members which lead
to increase in sales of sandwiches” (Erhoef, 2003). Similarly, Sparrow, 2013 has stated that “Pret a
Manager takes 350 front-of-house managers to the theatre based training to improve the customer
service” (Sparrow, 2013). In addition to this, he further said that as per the result of this training,
company breaks its all sales records.
Off the Job Training:
Bratton and Gold (2012) have demonstrated that “Off the job training plays important role in
explaining the basic facts, skills, information related to the work” (Bratton and Gold, 2012).
Similarly Xiao, Tang and Wirtz (2011) have concluded that “Off the job training provides
opportunity to the employees to resolve their queries” (Xiao, Tang and Wirtz, 2011). With respect to
this, Mestry (2012) has said that “Off the job consists of the classrooms, role plays, case studies, etc
which helps staff members in increasing their innovativeness and creativity” (Mestry, 2012). As per
this statement, Pret a Manger needs to use off the job training for explaining the work related
operations to the workers which will help them to understand the basics of the work.
Communication:
Costen and Salazar (2011) have stated that “Effective communication plays important role
in satisfying the customers and it is essential to improve communication skills of the workers for
increasing sales and attracting more people” (Costen and Salazar, 2011). In favour to this Cooke,
(2012) has identified that “Food chain stores need to train their staff members in such a way that
they can properly communicate and interact with the customers” (Cooke, 2012). In context to this
Gravells (2010) has stated that “Training in the field of communication helps restaurants, food
stores, etc to satisfy the expectations of the service users” (Gravells, 2010). As per this statement,
Pret a Manger provides training for improving the communication of their staff members. It trains
staff to use polite words such as “Thank you”, “Sorry”, “Welcome”, etc which influence people to
again prefer the same company next time (Sullivan, 2009).
Personality:
Tams (2008) has identified that “Along with the effective communication, personality of the
employees also have positive impact on the clients” (Tams, 2008). Similarly, Brody (2010) has
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stated that “Pret a Manger conducts training for improving the personality of the staff members”
(Brody, 2010). In addition to this, he further explained that the firm thinks that personality impacts
more on the customers as compare to the skills at the time of ordering food items. With respect to
the impact, Champoux (2010) has asserted that “This type of training results to influence people in
such a manner that people like to visit Pret a Manger due to its quality services” (Champoux, 2010).
In context to this Lucio (2013) has found that “Quality training to the workers lead to increase the
sales of the Pret a Manger along with its popularity” (Lucio, 2013).
Team Work:
Cooke s(2012) has demonstrated that “Team management training helps in managing and
organising work effectively and efficiently within the given time period” (Cooke, 2012). Similarly
Lucio (2013) has explained that “Training regarding the team management results to proper
cooperation, coordination and relationship management” (Lucio, 2013). With respect to this, Pret a
Manger provides training for effective team management to their workers which results to manage
the work of store appropriately and due to this cooperation and coordination among customers feel
satisfied and like to revisit it.
Technical Training:
Erhoef (2003) has said that “Organisations are using various tools and techniques for
providing easy and simple access to the customers” (Erhoef, 2003). With respect to technical
training, Sparrow (2013) has stated that “Technical training is important for the staff members for
operating work effectively and efficiently” (Sparrow, 2013). In oppose to this Xiao, Tang and Wirtz
(2011), have argued that “Staff members resist to the change and due to this technical training
requires more time and resources which somewhere affects the work of organisations” (Xiao, Tang
and Wirtz, 2011). With respect to this statement, Pret a Manger uses various tools and techniques
such as online booking system, Customer Relationship Management (CRM), Enterprise Resource
Planning (ERP) for effective working (Pert a Manger, 2016).
b) Reward Management
Mestry (2012) has stated that “Reward management is the process of developing,
formulating and implementing strategies and policies for rewarding employees fairly and equitably”
(Mestry, 2012). In favour to this, Costen and Salazar (2011) have said that “The main goal of
reward management is to create an effective reward structure within the company” (Costen and
Salazar, 2011). As per this statement, Pret a Manger has effective reward system which motivates its
workers to achieve objectives appropriately and effectively. In reference to the Pret a Manger,
Sanders, Cogin and Bainbridge (2013) have found that “Pret a Manger believes in keeping their
employees happy and due to this they offer them various rewards” (Sanders, Cogin and Bainbridge,
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2013).
Types of Rewards
Gravells (2010) has identified that “There are two types of rewards i.e. extrinsic and
intrinsic. Extrinsic rewards consist of bonuses, salary rises, gifts, promotions and many more
whereas Intrinsic reward consists of feedback, recognition, trust and empowerment” (Gravells,
2010). Similarly, Zhang, Nie and Luo (2009) have stated that “Various types of feedback results to
increase the willingness of staff members to do their job effectively for enhancing sales” (Zhang,
Nie and Luo, 2009). In context to this statement, Pret a Manger gives bonuses, promotions,
incentives to their employees which make them to work with more passion and perfectness.
Longenecker and Fink (2013) have given more emphasis to the salary reward. He further
concluded that “Reward by increase in salary helps in motivating the employees to develop
themselves for improving the performance of the organisation” (Longenecker and Fink, 2013).
Similarly, Bratton and Gold (2012) have asserted that “Salary raise reward provides maximum
satisfaction to the workers which is good for the organisation” (Bratton and Gold, 2012). In favour
to this, Pret a Manger uses salary raise scheme for making workers to give their best and to develop
their skills and knowledge. Company offers the bonus to the General Managers up to 30% of their
salary whereas leaders up to 15% of their salary (Pert a Manger, 2016).
In contrary to this, Costen and Salazar (2011) have explained that “Recognition of the
employee's performance boost them to put their extra efforts for achieving the targets of the
enterprise” (Costen and Salazar, 2011). In favour to this Pool and Sewell (2007), have said that
“Verbal recognition or a pat on a back makes staff members happy and energetic. It boosts the self
esteem of the workers and feel them satisfied” (Pool and Sewell, 2007).. The General Managers of
the firm offer various rewards to their team members for enhancing their potential.
Motivation Theories
Lucio (2013) has explained that “Reward management works as a motivation for the
employees who make them to put their all efforts in the growth of the organisation” (Lucio, 2013).
Similarly Tams (2008) has said that “Implementation of motivation theories in the working culture
results to effective reward management” (Tams, 2008). With respect to this, Pret a Manger can use
various motivational theories such as Maslow's need of hierarchy and two factor theories for
motivating its workers.
With respect to the motivational theories, Sanders, Cogin and Bainbridge (2013) have said
that “The five steps of the Maslow's need hierarchy theory influences employees in living a
standard life by achieving them one by one ” (Sanders, Cogin and Bainbridge, 2013). Similarly, E
(2003) has demonstrated that “Employment and resources results in bringing safety needs whereas
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workplace, colleagues, peers brings the sense of belongingness and recognition of the performance
leads to self esteem ” (Erhoef, 2003). As per this statement, Pret a Manger's working environment
helps in motivating the employees and their various training programs results in increasing worker's
career opportunities which at the end makes them to work well.
On the other hand, Mestry (2012) has explained that “Herberg's two factor theory helps in
bringing job satisfaction with respect to the employees” (Mestry, 2012). In addition to this, he
further stated that motivation comes from achieving the objectives, completing the tasks and
working itself and reward works as a catalyst for bringing satisfaction. In a research, Cooke (2012)
has asserted that “Pret a Manger uses Herberg theory for motivating their employees with the help
of rewards” (Cooke, 2012). In context to this, Assistant manager of the company supports and
motivates team member for delivering proper customer services by creating comfortable and
relaxed environment for them. Along with this, the firm rewards its workers as per their ability to
take charge, improve services, sales and customer satisfaction.
Performance Appraisal
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Illustration 1: Maslow's hierarchy of need
Source (Pettyjohn, 2012)

Pool and Sewell, (2007), have stated that “Performance appraisals are indirectly related to
the reward management” (Pool and Sewell, 2007). Similarly Sparrow (2013) has said that
“Employees get motivated from performance appraisals which results to offer them reward”
(Sparrow, 2013). In favour to this, Bratton and Gold (2012) has demonstrated that “Pret a Manger
uses training programs, motivational theories” (Bratton and Gold, 2012). As per the statement, Pret
a Manger offers rewards to the well performing staff members and thinks that reward to the workers
makes them to behave, perform and act well with proper trust and loyalty.
In contrast of the above statements, Sullivan (2009) has concluded that “It is important for
the firms to improve their strategies for achieving the objectives with good performance” (Sullivan,
2009). Similarly, Champoux (2010) has asserted that “Companies need to follow the proper reward
management process for motivating employees time to time. The process consists of planning,
monitoring, developing, rating and rewarding” (Champoux, 2010). With respect to the process,
Lucio (2013) has identified that “Effective reward management process belongs to proper
performance appraisal” (Lucio, 2013). In favour to this statement, Pret a Manger needs to apply
reward management process for monitoring, developing and rating the workers as per their work
and contribution. Proper reward management of the company provide job satisfaction and helps in
creating healthy, friendly and open environment between the managers and their team members.
Reward Management Effectiveness:
On the other hand, Armstrong, Brown and Reilly (2009) have stated that “Companies can
make the reward management effective by setting the objectives, developing performance,
enhancing employee engagement, increasing overall employee satisfaction, enhancing pay
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Illustration 2: Performance management cycle
for rewarding
(Source Performance management, 2016)

competitiveness, introducing flexible benefits and many more” (Armstrong, Brown and Reilly,
2009). In oppose to this. Jacobs (2015) has researched that “Firm should make such policies and
practices which helps in managing the reward properly” (Jacobs, 2015). Similarly, Pool and Sewell,
2007, have said that “The information collected from the external and internal reward system helps
in resolving the issues enterprise is facing” (Pool and Sewell, 2007). In accordance to this
statement, Pret a Manger should evaluate its internal and external reward system for making it more
effective and solving the issues related to it.
Costen and Salazar, 2011 have asserted that “Reward management is essential for attracting
new employees, building loyalty and trust, creating healthy environment, improving company's
reputation, encouraging positive attitude and many more” (Costen and Salazar, 2011). With respect
to this, Pret a Manger believes in keeping its employees happy and for maintaining the popularity
and reputation of the brand, it uses various ways for making reward management effective.
CONCLUSION
From this study, it is concluded that HR practices play essential role in managing the
working environment and employees for achieving the goals and objectives. Pret a Manger is one of
the popular food chains of UK and it uses effective HR practices for proper employee engagement
and human resource management. The training and development program of firm helps in
enhancing the skills, personality and knowledge of the staff which results to customer satisfaction.
On the other hand, company follows effective reward management process for employee
satisfaction by offering various types of rewards such as incentives, bonuses, recognitions, trust,
gifts and many more. These rewards results to motivate workers for working and performing well
for increasing the sales and customer loyalty.
REFLECTIVE
According to me, the process and procedures used by the Pret a Manger are effective and
appropriate for developing their employees with their performance. The company uses action based
training for making staff members to understand the work process of the stores properly. With the
help of this training method, staffs get opportunity to apply their theoretical knowledge in practical
world. Pret a Manger is a food chain and it can get popularity, good reputation and market position
only by dealing properly with the customers and due to this, it provides training to the staff
managers for behaving and communicating well with the clients. As per my view, firm is using
appropriate training methods which results in both customer and employee satisfaction.
On the other hand, as per my evaluation company's reward management strategies are also
effective and appropriate. Bonuses, incentives, gifts, recognitions, etc are given by the Pret a
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Manger to their managers, leaders, seniors, employees, etc in the form of reward which makes them
to perform well. Company can change its reward management strategies as per the time, market
trends and expectations of the workers. It can also apply motivational theories to its working
environment for motivating staff members to perform well and get reward. Pret a Manger offers
reward to those who perform well, think innovative, creative and fresh, and improve the
environment and one who achieve the objectives effectively.
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REFERENCES
Books and Journals
Bratton, J. and Gold, J., 2012. Human resource management: theory and practice. Palgrave
Macmillan.
Brody, G. R. 2010. Beyond the basic background check: hiring the “right” employees. Management
Research Review. 33(3). pp.210–223.
Champoux, J. E., 2010. 4th ed. Organizational Behavior: Integrating .Sage Publications.
Cooke, A. N., 2012. Professional development 2.0 for librarians: developing an online personal
learning network (PLN). Library Hi Tech News. 29(3). pp.1–9.
Costen, W. M. and Salazar, J., 2011. The impact of training and development on employee job
satisfaction, loyalty, and intent to stay in the lodging industry. Journal of Human Resources
in Hospitality & Tourism. 10(3). pp.273-284.
Erhoef, P. C., 2003. Understanding the effect of customer relationship management efforts on
customer retention and customer share development. Journal of marketing. 67(4). pp.30-45.
Gravells, A., 2010. Delivering Employability Skills in the Lifelong Learning Sector. SAGE.
Longenecker, O. C. and Fink, S. L., 2013.Creating human-resource management value in the
twenty-first century: Seven steps to strategic HR. Human Resource Management
International Digest. 21(2). pp.29–32.
Lucio, M. M., 2013. International Human Resource Management: An Employment Relations
Perspective.SAGE publications.
Mestry, R., 2012. The training and development of principals in the management of
educators. (Doctoral dissertation).
Pool, L. D. and Sewell, P., 2007. The key to employability: developing a practical model of
graduate employability. Education + Training. 49(4). pp. 277–289.
Sanders, K., Cogin, A. J and Bainbridge, T. H., 2013.Research Methods for Human Resource
Management. Routledhge publication.
Sparrow, P. R., 2013. 11 International reward management. Reward management: a critical text,
p.233.
Tams, S., 2008. Self-directed social learning: the role of individual differences. Journal of
Management Development. 27(2). pp.196 – 213.
Xiao, P., Tang, C. S. and Wirtz, J., 2011. Optimizing referral reward programs under impression
management considerations. European Journal of Operational Research. 215(3). pp.730-
739.
Zhang, L., Nie, T. and Luo, Y., 2009. Matching organizational justice with employment modes:
Strategic human resource management perspective. Journal of Technology Management in
China. 4(2). pp.180-187.
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Online
Armstrong, M., Brown, D. and Reilly, P., 2009. Increasing the effectivness of reward management.
[PDF]. Available through: <http://www.employment-studies.co.uk/system/files/resources/files/
hrp6.pdf> . [Accessed on 30th January, 2016].
Jacobs, K., 2015. Pret's People management secrets. [Online]. Available Through:
<http://www.hrmagazine.co.uk/article-details/prets-people-management-secrets>.[Accessed on
30th January, 2016].
Performance management. 2016. [Online]. Available Through: <https://www.opm.gov/policy-data-
oversight/performance-management/performance-management-cycle/> . [Accessed on 30th
January, 2016].
Pert a Manger. 2016. [Online]. Available through: <https://www.pret.hk/en-gb/pret-managers> .
[Accessed on 30th January, 2016].
Pettyjohn. J., 2012. Maslow's hierarchy of needs. [Online]. Available through:
<https://www.pret.hk/en-gb/pret-managers> . [Accessed on 30th January, 2016].
Sullivan, N., 2009. Employer profile: Pret a Manger. [Online]. Available through:
<https://www.employeebenefits.co.uk/employer-profile-pret-a-manger/> . [Accessed on 30th
January, 2016].
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