Jul 2012 - Issue 5 - National Federation of Fish Friers

An example of this process is:-
WHAT DO YOU KNOW ABOUT FISH AND CHIPS AT 149 10
APPEARANCE AND HYGIENE 10
FORMAL TRAINING (FOOD SAFETY, HEALTH & SAFETY) 6
WHAT IS YOUR DEFINITION OF GOOD CUSTOMER SERVICE 10
WHAT SKILLS AND ATTRIBUTES CAN YOU BRING TO THE COMPANY 5
DO YOU PREFER STRUCTURE OR WORKING ON YOUR OWN INITIATIVE 4
HOW FLEXIBLE ARE YOU 8
WHY HAVE YOU APPLIED FOR THIS JOB 5
WHY DO YOU THINK YOU SHOULD GET THIS JOB 5
WHERE DO YOU SEE YOURSELF IN THREE YEARS TIME 5
ARE YOU PREPARED TO DO INDUSTRY QUALIFICATIONS 8
Obviously it will depend on which position you
want to fill as to what questions are asked and what is important
to you.
The second part is to then do a bit of role play with them
because a lot of people talk the talk and can’t do the do.
We have boxes set up on the table and pretend it’s the
counter. We go through the customer service greeting
with them and then ask them to do the same. At this
point some of them have no confidence and get a bit
nervous so you know immediately they are not going to
be any good on the counter. Others will excel and are
bubbly and I know from past experience these are the
best employees.
We then add the scores up and the one with the highest
score will then be asked if they would like to come and
do a free 2 hour job trial to see if they like it and if we
think they will fit in. (if they are prepared to come in for
free they are serious about wanting a job)
Katy, aged 16, filled the criteria we were looking for. She
was at college 2 days a week; she could do weekends
and the odd night and could work all summer. She also
had no holidays booked... PERFECT.
The other 2 are held on file for future reference. We find
it important to notify anyone who has been for an
interview that we have filled the position but their details
are being kept just in case another position becomes
available.
Work trial
Before any member of staff even goes into the shop we will
spend an hour or so upstairs explaining the importance of the
role they are going to be doing.
They are given an induction on Safer Food Better Business.
We then go through our Code of Practice, which you can see
below:-
We will then carry out another Role play, with explanations of…
How to greet customers, how to take orders, which boxes to
use for which order, how to answer the telephone etc.
They are then questioned on what we have told them and we
go through things again if they are not sure. They are then
taken into the shop for an hour to get the feel of the place.
We try to start new people on quiet days and I like them to
Issue 5 July 2012
wear a badge that says ‘IN TRAINING’ so the customers know that
this member of staff is new and they themselves
don’t feel awkward. We start them by just potting
peas up and get them chatting to customers we will
let them take a few orders and practice their
customer service skills, they are always shadowed.
For me, if they have a nice smile, are willing to work
hard and can be pleasant to customers, then
everything else can be taught.
After the 2 hours were up I took Katy back upstairs
and we discussed how she had got on. She said she
liked it, I felt she could fit in so I offered her a month’s
trial period. Now the real training begins!!!
Watch out for the next issue to see how Katy gets
on through her months trial and how she does at
her appraisal. Will I have wasted my time or will she
still be with us???”
By Tracy Poskitt
FISH AND CHIPS AT 149 OPERATE A STRICT CODE OF PRACTICE. THESE ARE
A FEW POINTS AS AN EMPLOYEE WE EXPECT YOU TO ADHERE TO:-
UNIFORM
• BLACK TROUSERS
• BLACK FLAT SHOES
• T. SHIRT (PROVIDED)
• APRON
• HAIR TIED BACK WITH HAT ON
• ALL UNIFORMS MUST BE CLEAN AND IRONED
PERSONAL HYGIENE
• ALL STAFF MUST WORK IN A HYGIENIC MANNER
• MUST NOT WEAR ANY JEWELLERY OTHER THAN A WEDDING BAND
• MUST NOT TOUCH HAIR MOUTH OR NOSE, COUGH OR SNEEZE WITHOUT
WASHING THEIR HANDS AFTERWARDS.
• MUST ALWAYS WASH THEIR HANDS BEFORE STARTING WORK OR AFTER
GOING TO THE TOILET
• NO NAIL VARNISH
• NO PERFUME
• ALL MALE STAFF MEMBERS MUST BE CLEAN SHAVEN
HEALTH AND SAFETY
IT IS VERY IMPORTANT UNDER THE HEALTH AND SAFETY ACT 1974 TO
ADHERE TO THE FOLLOWING:-
• FOLLOW ALL SAFETY INSTRUCTIONS WHEN CLEANING
• PICK UP ANY DROPPED CHIPS IMMEDIATELY
• WIPE UP ANY SPILLS IMMEDIATELY
• REMOVE ANY HAZARDS IN THE WAY
ACCIDENTS
• THE FIRST AID BOX IS LOCATED IN THE TOP CUPBOARD NEXT TO THE SINK
• ANY ACCIDENTS MUST BE WRITTEN IN THE BOOK AND REPORTED TO THE
PERSON INCHARGE
• ANY VOMITING, DIARRHOEA OR STOMACH UPSETS MUST BE REPORTED AS
YOU ARE NOT ALLOWED TO WORK FOR 48 HOURS
CUSTOMER RELATIONS
• THIS IS ONE OF THE MOST IMPORTANT PARTS OF THE JOB. A HAPPY
CUSTOMER WILL RETURN. WE PRIDE OURSELVES IN GIVING EXTRA
ATTENTION AND PREMIER SERVICE AS WE ALWAYS STRIVE TO BE THE BEST
• ALWAYS STOP WHAT YOU ARE DOING TO SERVE
• ALWAYS PUT A SMILE ON YOUR FACE EVEN IF YOU ARE HAVING A BAD DAY
• NEVER TALK BETWEEN YOURSLVES WHEN CUSTOMERS ARE IN THE SHOP,
EITHER WHILE SERVING THEM OR IF THEY ARE WAITING FOR FOOD TO BE
COOKED, NOT ONLY IS THIS VERY RUDE IT IS ALSO UNPROFFESSIONAL
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