The QSR sector in New Zealand has changed drastically over the past 50 years, with more international and local brands open for business than ever before.
Since 1976, McDonald’s has been a key driver in New Zealand’s fast-food landscape, turning its single Porirua restaurant into over 170 outlets by 2026.
Mark Jenkins, McDonald’s longest-serving franchisee, first joined the chain in 1977 as a crew member. While there have been many career highlights, he said the people are what stood out the most. Along with his wife, Margaret, Jenkins owned three restaurants in West Auckland, including the busy Lincoln Road location, and was fortunate to work with some outstanding people.
His proudest moments were when his team members achieved great things.
“We encouraged our General Manager, Tim Tan, to apply to become a franchisee in China. Today, he and his wife own and operate 12 restaurants in Southern China,” said Jenkins.
He added that watching people develop confidence, leadership skills and successful careers was one of the most rewarding parts of being a franchisee.
Jenkins believes that McDonald’s has always understood the importance of consistency, and customers know what to expect when they walk through the front door. Beyond this, Jenkins said that McDonald’s has become part of people’s lives.
“For some, it’s their first job, for others it’s a place they’ve visited with family for decades. The brand has evolved over time, but it’s always remained relevant to the communities it serves.”
For young franchisees just starting out in the game, Jenkins said the most important thing is to focus on people. Restaurants are ultimately a people business, and if franchisees invest in training, support their team and create opportunities for people to grow, the results will follow. He added that the best operators he has worked with never stopped learning and never lost sight of the importance of looking after their people.
According to Jenkins, a good leader needs to be willing to listen, learn and lead by example.
“In the restaurant business, no two days are ever the same. You need resilience, a strong work ethic and a genuine interest in helping people succeed,” he said.
“The best leaders create environments where people can do their best work and develop confidence in themselves.”
Learning that success is always a team effort was the biggest lesson that Jenkins learned during his time with McDonald’s.
He also learned that customers’ expectations don’t really change. They still want good food served quickly and at a fair price. Although technology and systems have evolved, those fundamentals have remained the same.
Looking ahead, Jenkins hoped that McDonald’s would continue to be a place where young people get their start, and a stepping stone to bigger opportunities. He said that some have gone on to become franchisees, business leaders and CEOs, while others have built successful careers in completely different industries.
“If, in another 50 years, McDonald's is still creating those opportunities while remaining a trusted part of communities across New Zealand, I think that would be something worth celebrating.”
Prior to retiring from McDonald’s in 2019, Jenkins helped to commission the book “Golden Arches: Under Southern Skies: Celebrating 35 Years of McDonald’s in New Zealand”.
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