There are two lines. One extends from the order counter and out the door. The other wraps around Kinoole Street leading up to the McDonald’s drive-thru window. Inside, a customer has a question. Another rapidly fires off an order for
There are two lines. One extends from the order counter and out the door. The other wraps around Kinoole Street leading up to the McDonald’s drive-thru window. Inside, a customer has a question. Another rapidly fires off an order for six.
Employee John Dela Cruz, 29, is behind the counter and unfazed. He takes orders with ease. The once-growing line quickly shuffles forward.
Dela Cruz, who emigrated from the Philippines to Hawaii at age 16, may have once faltered at such a hypothetical situation. He might have even retreated. Because years ago, when he first began working at McDonald’s, that’s exactly what he did.
“I was originally trained on the [drive-thru] window,” he said. “But I couldn’t really speak English at that time. So I asked if I could work in the back so I didn’t have to interact with the customers.”
Over time, Dela Cruz picked up English and said he gradually felt more at ease talking to customers. But these days, he feels more comfortable than ever. Dela Cruz is one of six McDonald’s employees on the Big Island to have taken part in Archways to Opportunity, a set of free programs the company offers to help employees learn English-language skills and pursue their educational goals. Through the various programs, employees can earn a high school diploma or pursue a college degree, among other things.
Since its launch last year, employees statewide have received more than $54,000 through Archways in tuition assistance.
Dela Cruz, along with Nelia Pascua, 52, and Ramel Moreno, 36 — two other employees at the Kinoole Street McDonald’s — recently completed “English Under the Arches,” a program for employees with the potential to become managers, improve their English language skills.
All three workers spent weeks in a mix of face-to-face and online coursework learning the proper way to speak to customers, handle complaints and ultimately build confidence, said Patrick Lim, franchise owner of four East Hawaii McDonald’s restaurants.
“McDonald’s is very interested in all employees,” Lim said. “Whether it’s a franchise employee or a company employee, we like to provide the opportunity for people to fulfill their personal goals, personal dreams and whatever else they want to pursue. It also helps McDonald’s on the retention side — so it works out as a win-win for everyone.”
Lim knows firsthand the struggle of learning a new language. He immigrated from Thailand decades ago and eventually began working at McDonald’s.
He said he worked his way up within the company and now is one of two franchisee owners on the island. He operates the Kinoole Street McDonald’s, a location inside Hilo’s Walmart, the Keaau McDonald’s and the location inside the Puainako Center.
He employs nearly 200 people between those four restaurants, many who are immigrants from countries all over the world. Around 80 percent of his employees speak English as a second language, he said.
“I always believe in giving people opportunities to see them grow,” Lim said. “It’s very satisfying. I like to change people’s concept about working at McDonald’s. Everyone thinks we’re just flipping hamburgers, but employees actually handle a lot more than flipping burgers. They handle the personnel side, the HR side, ordering products, inventory — they do everything.”
