A study shows that employing workers over 60 is good for business. Beryl Harkin, a 65-year-old grandmother who's a big hit at the home of the Big Mac, is held up as an example of a mature employee who can still make a difference, writes Alan Cookman

IF YOU were looking for calm and serenity, you'd probably avoid the home of the Big Mac and the Chicken McNugget.

Especially during the school holidays.

How could any person of mature years cope with all those kids, all that noise, all that food?

Yet Beryl Harkin is 65 and she copes extremely well; in fact she's become something of a fixture at the McDonald's restaurant in Parliament Row, Hanley.

Her official designation is 'lobby hostess', but she's really the burger outlet's secret weapon.

She's the embodiment of the company's commitment to providing useful work for the over-60s.

Indeed Beryl is cited as a prime example of the way that people beyond retirement age can have a positive impact on business performance.

Research by the Lancaster University Management School has shown that levels of customer satisfaction were 20 per cent higher in restaurants employing staff aged 60 or over.

Older people often interact well with customers and with younger colleagues too.

For Beryl, who has worked in the same restaurant for 21 years, there's far more to her job than sweeping and greeting.

She's also a kind of second mother to the younger staff.

"Working here keeps me young," says Beryl, who lives in Lower Bryan Street, Hanley. "Life wouldn't be the same without a job to go to.

"I recently had two days off and I didn't know what to do with myself.

"The younger workers keep me up to date on all the latest trends and language. I really enjoy spending time with them.

"We have a computer in the crew room which staff can use in their free time, and the young ones have taught me how to use it."

In return, Beryl can be a shoulder to cry on and someone to turn to when the wisdom of maturity is required.

Beryl's presence is also good for the clientele and good for the company as well.

Franchisee Eddie Legdowicz, who runs the Hanley restaurant and three others, said staff of Beryl's age are increasingly important.

"Most people think of us as a destination for first jobbers, says Eddie. "While that's true, it might surprise people to learn we employ over 1,000 people aged over 60 in the UK.

"Beryl and people like her play an important role in my business, and make a huge impact on customer satisfaction."

One of Beryl's colleagues at McDonalds – her boss, in fact – is her daughter, 44-year-old assistant manager Rose Docksey, who's been with the chain for 24 years.

"People like mum are less shy than the younger ones and more confident in dealing with the customers, but she also loves her job and it shows," says Rose.

"She has so many friends among the customers and staff that she doesn't really think of it as work."

When Beryl lost her son 17 years ago, it was partly the support of colleagues and the company that helped her deal with her loss.

Now she is such a familiar face that customers she used to welcome as children are bringing their own little ones to McDonalds.

"I only came here part-time in the first place," she says. "But I was asked if I'd like to do the job full-time, and of course I accepted."

The duties of a lobby hostess are many and varied.

"I clean tables, sweep floors, welcome customers, help mums with pushchairs, assist elderly diners, give balloons to children etc. etc," says Beryl.

She also finds time to play her part in charity fund-raising, and likes to spend time with her 13-year-old grand-daughter Megan, who evidently thinks it's fantastic that both her mum and her nanny work at McDonald's.

"I think it's talking to the customers that I enjoy most," says Beryl.

"It can be a bit hectic during the school holidays, but I like it because I see so many children and their parents who I know by name.

"That's what I'd miss most if I retired, although I've no intention of retiring. Why should people retire if they feel they are doing a useful job and their work is appreciated?"

And appreciated she is. A 'mystery diner' gave her such a good report recently that she was given a £100 bonus.

But the question is just how many Big Macs does she manage to put away in a week?

"None, I'm afraid," she said. "To be honest, I'm not the biggest fan of burgers. Give me an old-fashioned roast dinner any time."