Saftey Training in Food Service

Introduction:

Safety is important to all of us because it prevents everyone from getting injured. Everyone has a different perspective of what does safety really means. According to dictionary.com safety is “The state of being safe; freedom from the occurrence or risk of injury, danger, or loss.” Safety is all about following rules and regulation to keep the workplace free from any hazards. All employees should be trained, and to knowledgeable about all the equipment that they are using to prevent anyone from getting injured. What is really training mean? Training refers “to a planned effort by a company to facilitate employees’ learning of job related competencies. Those competencies include knowledge, skills, or behaviors that are critical for successful job performance. The goal of training is for employees to master the knowledge, skill, and behaviors emphasized in training programs and to apply them to their day-to-day activities”(Noe, Raymond A.). All managers and supervisors should always observe their employees to see if they are following the rules, and to correct any mistake that they are doing to prevent any risk. It is the manager responsibility to ensure that all employees are trained properly to all of the equipment that they might use in the future to perform their work efficiently.

According to the oregonstate.edu there are several basic rules for food services safety that all employees should trained to before they start working. Those rules are “hands should be washed with soap and hot water and dried with single use towel before starting any task; appropriate cloth should be worn to work such as slip proof shoe. Spilled liquids should be mopped immediately, and then place the wet floor caution signs on the wet areas. Employees should not disconnect any electric plugs with wet hands; never start a machine or any equipment unless the guards provided are in place and operational. If a machine is jammed it should be turned off immediately. Apron and gloves should be worn all of the time to ensure everyone safety. Employees should not wear any jewelry because it may catch on to any equipment and cause a serious injury. All chemicals should be in clear labeled containers, and stored away from food.”

Training:

According to the Noe, Raymond, “training refers to a planned effort by a company to facilitate employees learning of job related competencies. These knowledge skills or behaviors that are critical for successful job performance. The goal of training is for employees to master their day to day activities”.

Development:

According to Noe, Raymond, “development is the formal education job experiences, relationships and assessments of personality and abilities that help employees prepare for the future”.

Friendly’s Restaurant History:

Friendly’s Restaurant is a very well known restaurant in the United States. According to www.friendlys.com “Friendly’s is located in the following sixteen states; Connecticut, Delaware, Florida, Maine, Maryland, Massachusetts, New Hampshire, New Jersey, New York, North Carolina, Ohio, Pennsylvania, Rhode Island, South Carolina, Vermont, and Virginia. Friendly’s was founded by two brothers in 1935 in Springfield Massachusetts, Curtis Blake who was only eighteen-years old, and S. Prestley Blake who was twenty years old.”

Friendly’s expanded really fast even though there was a national crisis. The brothers took a huge risk in opening their first store because it was opened right at the height of the Great Depressionin 1935. The restaurant was small, and their intentions were to provide warm, caring, neighborly service to all who visited. The only item on the menu at the time was ice cream, but their double dip, cones for only five cents made their restaurant well-known fast (www.friendlys.com).

Friendly became a chain of five hundred restaurants concentrated in the Mid- Atlantic and North Eastern United States in 1974. It was also a new food processing and distribution plant was built in Troy, Ohio. The Blake brothers sold their chain of restaurants to Hershey Foods Corporation in 1979. Donald N. Smith, purchased Friendly from Hershey Foods Corporation, his intentions were to signal a new era of growth and vitality in 1988. In 1989 Friendly changed its name to Friendly’s by adding the “s” (www.friendlys.com).

Friendly’s Cyclone, which is now known as Friend-z (name changed in 2004), blows away the competition and offers six different flavors, which were; Reese’s Peanut Butter Cup, Oreo, M&M’s, Fudge Brownie, Strawberry Banana, and Snickers. There are many different flavors today; however, people can create their own Friend- z if they wish. Friendly’s switched over to the American stock exchange trading on the AMEX under the symbol FRN in June of 2000. In 2003, Friendly’s sponsored Derrike Cope who was a seasoned winning driver of the Daytona 500 and the NASCAR Winston Cup race (www.friendlys.com).

In 2005 Friendly’s celebrated its seventieth anniversary by introducing an ice cream cakes. The cakes was made of rich, luscious chocolate and vanilla ice cream layers, a layer of chocolaty crunchies, confetti accents and range of edible decorations. People can buy the cake from any local supermarket not only at Friendly’s (www.friendlys.com).

“After celebrating twenty five years of partnership with Easter Seals, through their annual Valentine’s Day fundraiser, “Cones for Kids,” Easter Seals dedicated employees and generous guests at Friendly’s restaurants up and down the East Coast in 2006, and raised over twenty three million dollars. During the summer of 2007, Friendly’s asked people to add their own sound to the mix with iScream Friendly’s, an interactive program for teens and young adults to “scream” their love and passion for Friendly’s. The grand prize winners received a ten thousand dollar Apple shopping Spree.” (www.friendlys.com).

Interview 1:

The interview took place on Wednesday, September 24 2008, with Melissa Sullivan. Melissa is currently managing the Friendly’s Restaurant located on 10 Washington Street, Attleboro, Massachusetts, 02703. She can be reached at 1-508-761-9104. The questions were created by a group of students from Johnson and Wales University, as a mandatory requirement, given by Professor Robert Brown, for a Human Resources Training and Development course objective.

1. What attributes do you look for when hiring new employees?

~ Melissa: When hiring new employees we look for a few qualifications.

Good Personality
Legal Residency
Clean background
2. What process does a manager go through to excel their knowledge in safety training?

~ Melissa: Mangers who work at Friendly’s go through a program, which is a course that consists of eight hour lectures, called Serve Safe Classes.

3. How long is the process of training?

~ Melissa: The process of training is only three days.

4. Must someone be certified to be a trainer?

~ Melissa: A trainer is supposed to be certified, they is a test that an employee must pass in order to become a qualified trainer. However, at this particular location we are too busy to administer the test, so our trainers here are not certified, unless they are management, but management does not train.

5. What are the main differences between safety issues regarding the different jobs dealt with Friendly’s?

~ Melissa: Servers should be certified in CPR, however many are not, and the cooks should be certified in food sanitation, but they also are not.

6. How do you handle customer and employee injuries and complaints?

~ Melissa: When an injury is brought to my attention, I put it through teller claims, which is a hotline that takes down the accident, and pursues it from there.

7. What are the consequences if an employee does not follow safety regulations?

~ Melissa: There are no consequences.

8. How are employees rewarded and reprimanded?

~ Melissa: We have a reward system for employees which is called WOW Points, employees can save up their points to receive as many as possible, there are prizes that can be picked from a chart at any time, the more points earned the greater the value of your prize. However, we do not administer them as they should be. Often times we do not even pay attention to the reward system. Pretty much we expect you to do a good job, we do not commend our employees, however, if they are not working to expectation we will have a sit down, or write the employee up. After three right ups an employee is terminated. Also if an employee is not doing what they are supposed to we may send them home for the day, or suspend them for as long as two weeks.

9. Has there ever been any lawsuits against Friendly’s due to injuries?

~ Melissa: I have never heard about any lawsuits regarding Friendly’s. I know there has not been any in this location, however.

10. What are the different training techniques that are available for training and developing at Friendly’s?

~ Melissa: We have tests on file that we can give to our employees. However we only give them the test if we know we are about to have a safety audit. When this is the case, we give all of our employees the test with a copy of the answers, so they can complete it fast, and we can then file all of the tests for the audit, so it looks as if everyone has been trained properly.

11. What are the training objectives behind developing and designing effective training?

~ Melissa: we only provide basic training here. For example, as long as you can count a one hundred dollar cash deposit, you can become a manager for Friendly’s. The requirements are not difficult at all.

Interview 2:

The following is an interview in which was held on Saturday, September 27, 2008 with Kayla Dorocz. Kayla is currently managing the Friendly’s Restaurant located on 1883 Mineral Spring Avenue, North Providence, Rhode Island, 02904. She can be reached at 1-401-480-5688. The questions were created by the same group of students from Johnson and Wales University, as a mandatory requirement, given by Professor Robert Brown, for a Human Resources Training and Development course objective, in hopes to further their knowledge, regarding their previous interview.

1. What attributes do you look for when hiring new employees?

~ Kayla: When hiring new employees we look for a few qualifications.

Good Personality
Legal Residency
Clean background
Previous restaurant experience
Customer service skills
Can multi-task
Willing to relocate if necessary
Mature
Hardworking
2. What process does a manager go through to excel their knowledge in safety training?

~ Kayla: Mangers who work at Friendly’s go through a program, which is a course that consists of eight hour lectures, called Serve Safe Classes. Friendly’s also provides classes once a month to managers so they can reeducate themselves, on safety training. It is not mandatory and unfortunately many mangers do not attend. I always attend that way I know I can run my shifts, to the best of my ability. I also feel that I can expect my employees to follow the rules, if I do not even know what I am talking about. So I always attend every class I can, so I am prepared to answer any questions my employees may ask me at any time.

3. How long is the process of training?

~ Kayla: All new employees are trained for three days, back to back. So if you start on a Monday you would be completed with your training on a Wednesday, and you would be expected to perform your job correctly the next day you are on the schedule. We also encourage new employees to study the employee handbook.

4. Must someone be certified to be a trainer?

~ Kayla: Yes all trainers must be certified. However if there are not many employees on who are certified and we need a trainer, we pick the best employee on that shift to train.

5. What are the main differences between safety issues regarding the different jobs dealt with Friendly’s?

~ Kayla: Servers now have to be trained in CPR, and food sanitation. The dishwashers are trained in sanitation as well, for example, they need to know when the water needs to be changed and the temperature the dishes must be washed at. The cooks can never cook meet under medium well, and must cook food according to Friendly’s safety standards, not how customers may ask. For example, it is against our store policy to serve any rare meat. If a customer asks for a rare steak we have to let them know that, that is not possible. If the customer cannot accept that, they must order something else or leave, we cannot jeopardize any safety protocols, even if it means losing a customer.

6. How do you handle customer and employee injuries and complaints?

~ Kayla: There is a number that is called, when any injuries occur. We call this number, teller claims. The number is 1-800-745-5265.

7. What are the consequences if an employee does not follow safety regulations?

~ Kayla: Employees who do not follow procedures get warned and if warnings are not enough, termination is the next step.

8. How are employees rewarded and reprimanded?

~ Kayla: We have a reward system for employees, called WOW Points, employees can save up their points to receive as many as possible, there are prizes that can be picked from a chart at any time, and the more points earned the greater the value of their prize. The points are given out when employees excel at a task. For example servers can gather WOW points by customer compliments. Points cannot be taken away, only given. Reprimands include verbal warnings; sit down with management, suspensions and termination.

9. Has their ever been any lawsuits against Friendly’s due to injuries?

~ Kayla: Our store has never had any lawsuits.

10. What are the different training techniques that are available for training and developing at Friendly’s?

~ Kayla: We have training videos and packets for our employees. When they are hired they are provided with three days of hands on training.

11. What are the training objectives behind developing and designing effective training?

~ Kayla: The best way to effectively train is to provide as much training as possible.

Employee Interviews 1-3:

1. What would you do if you ever got injured on the job?

Interview 1- I would tell the manager on the job.

Interview 2- I would tell the manager if it was serious, if not I would continue working.

Interview 3-I would tell my manager.

2. What procedure would you undergo if you had a choking customer?

Interview 1- I am certified in CPR, so I would help the customer.

Interview 2-I would get the manager.

Interview 3-Hopefully someone would help her, because I have no idea how to do CPR.

3. When should gloves be worn?

Interview 1- Gloves should be worn when handling food products.

Interview 2- Gloves should be worn when dealing with messy products.

Interview 3- Gloves should be worn at all times.

4. Should meat and vegetables be cooked on the same grill?

Interview 1- No.

Interview 2- I do not see what the difference is.

Interview 3- They are served together so why not be cooked together.

5. Where should nut products be kept?

Interview 1- Away from all other products.

Interview 2- Separated from other items.

Interview 3- On a different side than other products.

6. When should an employee wash their hands?

Interview 1- After touching their hair or body.

Interview 2- After taking off gloves.

Interview 3- They should wash their hands frequently, even though gloves are on, cross contamination can still occur.

7. How would you handle a spill?

Interview 1- I would grab a wet floor sign, and then tell my manager.

Interview 2- I would tell my manager.

Interview 3- I would put a wet floor sign up, and then grab a mop, if I was not busy at the time.

8. If a customer informs you that the bathrooms are not clean, what would you do?

Interview 1- I would tell my manager.

Interview 2- I would tell my manager.

Interview 3- I would tell my manager.

Most of the employees said they would just go tell their manager which is not proper protocol because the length of time it takes to get a manager available to attend to the situation an injury could occur. Most employees go to the managers for everything, because they do not know how to handle the situation themselves. This is a result of inadequate training. If an employee knew how to tend to the needs of their customers beyond their little box, then they would feel comfortable dealing with any situation.

Implemented Safety Plan

Upon new hiring at Friendly’s restaurants new employees will start undergoing extensive training procedures and practices to ensure that they are completely aware of their surroundings, and how to prevent accidents. This training will be started during the orientation, which is when the new employee learns about the company’s policies and procedures. During this time the management will pass out a packet of important information that the new employee must learn before their first day on the job. This packet will contain safety protocols in full detail. This exam is perfect preparation to fully understand their new job and responsibilities.

Upon the first day on the job the employee will have to take an exam, on what they had studied from the packet. The employee will not be allowed to start working for the company until they pass the test with a minimum of a 90. By creating the standard so high it forces new employees to know exactly how to prevent an accident, or how to handle one, if one were to occur. This is a wonderful procedure for all companies to have not just friendly’s because knowledge is power, and if your employees are educated they will act in a reasonable manner at all times. Also they will feel more comfortable performing duties and they will want more responsibilities.

Once one has passed the written exam with a 90, the second step in the new program will be to have hands on training, by a certified trainer. Friendly’s allows their employees to train all new employees, however this is not a smart idea, because the majority of their current employees, do not even know proper protocols and so on, so how can they train new employees when they are not properly trained themselves.

Present employees will also need to be properly re-trained in safety procedures in every department. For example, all servers should be certified in CPR, and food safety, they should be aware of when a product is not capable of being served, that should not just be up to the cooks.

There is no way to completely eliminate risk, but it can and will be reduced. The key to substantially reducing the risk is to focus on the four biggest risk factors:

The Work Environment
Food and beverage Service
Poor employee behavior
Injuries
The Equal Employee Opportunities Commission has very clear guidelines, so the first step in this new plan of action will be to abide by all of their guidelines; they made them for a reason. This is important because if an employee does not feel respected by their boss, then they will not come to them when there is a problem, and problems that are kept quiet, turn into huge deals, later on. So management must show their employees that they care about them, business is business however a making work personal to an extent makes the work environment a safer, friendlier place. Another thing that will start taking place is employee rewards. Praise all employees on performance well done, this will keep them motivated.

Serving food has the potential to become a risk. Food-Bourne illness and foreign substances falling into a dish can cause a customer a lot of indigestion. Food safety and sanitation classes will be provided for all workers. They will receive health cards, food handling guides, time and temperature guides. These guides will also be made into posters and will be hung up in the back of the house, so they can be visible to employees only at all times.

Besides food sanitation another important issue that needs to be resolved is poor employee behavior. Employees will be reprimanded on the spot for poor behavior. Ignorance shall not be tolerated on the job, it could cost Friendly’s their business and reputation.

Whether you are dealing with sexual harassment, excessive horseplay, swearing or any other improper behavior, the issue will be handled, management must be consistent. Sexual harassment is a common issue in the workplace and it is an issue that will not be accepted in this restaurant. All it takes is one claim from an employee or a restaurant to get the business shut down. To reduce this risk, a clear-cut sexual harassment policy will be added to the workers manual. A training class will be provided after the new and improved manual is released. Employees need to be trained to understand what is and what is not sexual harassment. Also managers will be trained on how to handle any sexual harassment situations. A sensitivity class will also be given to help employees understand how someone who is being sexually harassed feels. This class will help set the parameters and guidelines to the whole staff.

A great way to get all of these new training classes started would be to buy training videos or hire a reputable training firm to come in and train the staff. An outstanding management team is essential because how can you expect the employees to care about their job, if they do not feel that they can even take their managers seriously.

To reduce injuries, such as slips burns and cuts, all employees will be trained to have safety awareness. Employees who are aware of and concerned about employee and customer safety have significantly fewer accidents in their business. Everybody should be aware of the safety of the employees and customers. To ensure that this is happening Friendly’s will now have a meeting that will be held once a month, in which safety will be discussed. This should be required by law, but unfortunately it is not. By creating a comprehensive policy and procedures manual and consistently enforcing the procedures the restaurants risk will decrease significantly. So if Friendly’s starts focusing on the safety of their employees and customers there will be fewer accidents. This is a win-win situation all around because accidents require time and money. An employer must still pay their employees if they get hurt at work and need to take a leave of absence. Also lawsuits can come about from customer injuries. Money that is going into lawsuits and workers compensation can start being used for new and better things, or just saved for profits, and paying off loans and debt.

Everyone will learn to report all injuries; no injury should be taken as a joke. Injury reports are a critical component to reducing liability and showing concern. All injuries must be called into to teller claims, right after the injury occurs, not twenty minutes later or the next day. An injury reporting system will be created this way there will be a more organized approach to handling the upcoming situations. This reporting system will be very straightforward, it will be the procedure in what to do when an injury is to occur, and this procedure will be followed as stated, no, “ifs” “and” or “buts”. If medical attention is required call for an ambulance right away, do not wait for a manager to come, anyone can call for an ambulance. Write down everything that occurs, that way there are no unanswered questions in the end. This is a very genius idea because if everything is written down as soon as it happens nothing will be forgotten, and you will have proof of everything if one were to lie, about the incident. People lie many times so try and get more money in the long run, so it is your responsibility to make sure action is taken right away, so you will pay out as little as possible, even if you are responsible, for the accident.

Doing things right the first time will save you expenses all around. The fewer injuries the lower the insurance is, because there will be less liabilities. Well thought-out and well-planned restaurant concepts result in fewer accidents than poorly designed and under-analyzed concepts. If employees and customers feel safe in the restaurant than everyone will feel satisfied and that will keep your business growing strong.

These training classes will demonstrate and explain everything that the employee will need to know in order to perform their day to day responsibilities. At the end of administrating the new manual, all employees will need to sign off, stating that they understand their duties and that they have been trained in safety. This page will be kept in everybody’s personal files. By storing this page in their files if they ever have a safety issue, they cannot say that they did not know any better, because they signed off, stating they were in complete knowledge.

All employees will get a performance appraisal every month, this is a great way for the employer to follow up with their employees and make sure that everyone is still trained properly. This also gives the employer the chance to see who needs more training, and get feedback.