McDonald’s launches massive hospitality training to boost human interaction

McDonald’s is rolling out one of its largest hospitality drives, targeting more than two million employees and partners around the globe. According to global HR director Tiffanie Boydová, the effort will focus on livelier greetings, courteous parting words, and continuous engagement with guests, not just at order pickup. Workers will be coached to ask diners if they need anything before they leave, while the practice of automatically prompting app usage will be discontinued.

The new standards will also factor into franchisee evaluations. The move follows criticism that digital kiosks and app ordering have made the experience feel rushed and impersonal, with competitors like Chick-fil-A receiving higher service ratings.