the quality standard for great work experience inspire · the quality standard for great work...

INSPIREPEOPLE FOOD & SERVICE MANAGEMENT

The Qual i t y Standard for Great Work Exper ience

UNIVERSITY WORK PLACEMENTSCHECKLISTS

INSPIREWORK EXPERIENCE

SPRINGBOARD APPROVED

INSPIRE

INSPIREWORK EXPERIENCE

SPRINGBOARD APPROVED

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WORK RELATED LEARNING

INTRODUCING INSPIRE 5

FREQUENTLY ASKED QUESTIONS 6

UNIVERSITY PLACEMENTS 8

PREPARING TO DELIVER UNIVERSITY STUDENT PLACEMENTS 9

CHECKLIST 9

HEALTH & SAFETY 11

COMMUNICATION 12

INDUCTION 13

CHECKLIST 13

PROJECT 14

TROUBLE SHOOTING 15

TUTOR VISIT 16

REVIEW, APPRAISALS & ON-GOING DEVELOPMENT 17

KEEP IN CONTACT 18

CONTENTS

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INTRODUCING INSPIRE

INTRO

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Food and Service Management (F&SM for short) is now the favoured term to describe the totality of the contract catering industry which includes - fine dining, staff restaurants, sports and events, leisure centres,

department stores and the management of facilities and support services, such as reception, security, housekeeping, maintenance and retail shops. The sector also includes catering for education, hospitals, defence and local government.

This £4 billion industry survives and thrives in a tough marketplace, employing 150,000 and demanding ever-improving standards to deliver excellence to discerning clients who are increasingly discriminating in what they want for their money. Diversity is clearly the name of the game – diversity of activity (e.g. from business to the public sector), diversity of client and diversity of location. The sector provides a rich experience and career opportunities for existing employees and those considering a role in F&SM.

We want to encourage many more potential recruits to consider a career in F&SM. It’s not the most obvious route for someone seeking a career in hospitality and hotels and restaurants may seem more appealing. So what better way than to offer them the chance to experience if for themselves? That’s why your company, along with fellow members of the F&SM Forum of the BHA, have developed and supported the introduction of F&SM INSPIRE.

WHAT IS F&SM INSPIRE?

It’s a step-by-step guide to providing work experience of a consistently high standard across all catering outlets within a company and consistently within each individual outlet. If the person has a bad experience which causes them to leave, then it will clearly be a loss to that company and also possibly to F&SM as a whole. If they enjoy a positive experience, you have a potential recruit already in tune with your team, your company culture and way of working. Then, of course, there’s a sense of job satisfaction and personal development within your own team.

FREQUENTLY ASKED QUESTIONS

FAQ

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1. Why offer work experience in my site/outlet ?

• INSPIREspeopletojoinF&SM/yourcompany• Showcasesyourcompanyandyouroutletasagreatplacetowork• Developsandmotivatesthosestaffmembersselectedasmentors• Providesanexcellentopportunityfortalentspotting• SupportsCorporateSocialResponsibility• Improvestheskills,knowledgeandunderstandingofthoseonwork experience, helping them make informed career decisions

2. Why use the INSPIRE work experience tool kit ?

• Providesastep-by-stepguidetodeliveringsuccessfulwork experience• Ensuresconsistencyofdeliveryacrossalloutletswithinacompany• Givesaqualitykitemarktoparticipatingoutlets,identifyingthemas recognisedprovidersofqualityworkexperience

3. How can I deliver excellent work experience ?

• Thoroughplanning• Goodcommunicationwiththeschool/college/organiser/ownHR manager• Goodcommunicationwithyourteam• Createstimulatingworkchallenges• Givefeedback–tostudents/teachersandstaff• Makeitfun!

4. What planning do I need to do?

• Developgoodlinkswiththeschool/college/organiser• Understandthelevelofknowledgeofthestudent(s)–theircourse, abilities• Communicateapictureoftheworkenvironment,theworkingday, standardsrequired(e.g.punctuality,dress,teamwork)• Implementandchecknecessarypaperworke.g.riskassessments, health & safety, insurance• Assignamotivationalmentortothestudent(s)• Liaisewithheadofficeonplans,scheduleetc.• Briefallteammembersinadvance

FREQUENTLY ASKED QUESTIONS

FAQ

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5. What type of work experience can I volunteer to host ?

• Tasterdays–forstudents,teachers,careersadvisors• Oneortwoweekschoolplacements• Furthereducationextendedworkplacements–blockordayrelease• Universitystudentplacements–a48-weekperiod

6. What assistance will I get from head office ?

• Alwaystheretoaskifnecessary• Informationonhealth&safety,insuranceetc.aregivenintheINSPIRE kitandontheCD-ROM• Thetypeofworkexperiencewilldeterminethetypeofheadoffice assistance e.g. taster days will be largely up to you to manage; student placementswillbelargelyuptoheadofficetomanage

7. What if there is a problem with behaviour/attendance ?

• Discussitwiththeindividualasafirststep• Adviseyourschool/collegecontact• Ifit’salongertermplacement,usetheusualHRproceduresandadvise your HR manager

8. Where can I find all the necessary paperwork ?

• TheINSPIRECD-ROMcontainsexamplesofallthenecessary paperwork you will need• INSPIREisalsopresentedintheformofaninteractivewebsite www.inspire.springboarduk.net

UNIVERSITY PLACEMENTS

BEFORE...

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A University Student Placement is a salaried 48-week placement thatusually forms part of 4 year degree course, the third year being the placement year. It is designed to help students put some of their

learning into practice and allows promotion of both industry and the specific company involved as a great place to work. As degree students often have management potential, it gives them the opportunity to gain practical supervisory/management experience and develop those practical andinterpersonalskillsthatmanagementrequires.

TheUniversityStudentPlacementrepresentsapartnershipbetweenuniversity,student and the placement company and has significant benefits for your company and your team. It is an opportunity to recruit potential managers; having completed a positive placement, many students return to that company for their first career move.

UniversityStudentPlacementshelpyoutoaccessbright,adaptable,motivatedtalent seeking to impress. They are also a great way to develop your own team members in buddy and mentor roles.

PREPARING TO DELIVER UNIVERSITY STUDENT PLACEMENTS

YourheadofficeHRManagerwillorganisetherecruitmentofstudentswho may spend time across a range of sites. Your site will then be allocated a student for all or part of their placement programme.

Get organised by using the planning checklist below, along with the INSPIRE Templates CD, which contains planning forms and checklists for planning,communications, team briefing and risk assessment. Blank and sample templates are provided for your use.

PLANNING CHECKLIST

� Confirmwithyourclientandheadofficethatworkexperiencecantake place and that you can have a student on site

� LiaisewithyourHRdepartmentandthecontactattheuniversitytoagreethepurposeandrequirementoftheplacementandwhatyou can offer

� Understandtheprofileandneedsofthestudentyouwillbeworkingwith

� Confirmdates.Youwillneedcleartimetodelivertheplacement

� You must ensure that Health & Safety checks and Risk Assessments are carried out in advance

� Be clear on what business goals you want to achieve e.g. talent spotting, staff development, brand promotion

� Ensure that the plan has variety, challenges and encourages development. If the student has been to a previous unit during their placement then consider their performance there when planning their level of responsibility in your unit

BEFORE...

BEFORE...

PLANNING CHECKLIST (CONTINUED)

� Areas of activity will depend on location in the unit:

� Food and Beverage Operations: provide experience in thestaff restaurant/fine dining restaurant/coffee shop placingemphasis on customer care, the overall meal experience, up-selling, product knowledge and teamwork

� Kitchen: provide the opportunity to develop food preparation and cooking skills, menu planning, costing, ordering, stick control and workflow. Project work could include hygiene surveys, hazard analysis, menu evaluation or waste evaluation

� Conference&Events:workinginateamonaspecialfunction,conference or event, the student should be encouraged to take responsibility for a particular aspect of the event

� AppliedCosting&StockControl:providetheopportunitytoexamine costing and pricing concepts and procedures and give recommendations for improvement

� Plan your review, assessment and follow up activity

� Keep the participants informed and make sure they have everything they need to know in advance

� Write a welcome letter to the student

PREPARING TO DELIVER UNIVERSITY STUDENT PLACEMENTS

HEALTH & SAFETY

Carry out a full risk assessment tailored to the activity in advance. See the INSPIRETemplatesCDforasampleandablankriskassessmentform.Send to the participant(s)’ organisation in advance.

� Brief all participants on the hazards of the work place and the control measures in place before their work experience

� Checkthatallemployeesknowwhatisexpectedofthemandthattheyare aware of their legal responsibilities

� Insurance: your risk assessment may vary depending on the participants, particularly if they are young, disabled or have other special needs (such as language). Make sure you and the participants areadequatelycovered.Aslongasyounotifyyourinsurancecompany/headofficeinadvancewhatyouareplanningtodo,coverisaformality.

BEFORE...

COMMUNICATION

BEFORE...

It is important to have clear communication between all concerned in advance–yourunit,yourheadoffice,thestudentsandtheiruniversityand,if relevant, Springboard.

� You should ideally meet with the student and lecturer in advance of the placement to discuss the plan and the project to be completed during their time with you (e.g. an investigative project that relates the theory from their course to a practical issue within your site)

� Brief your team and ensure that they buy into the placement and support the student. Recruit enthusiastic volunteers including a buddy to act as a supportive friend to the student. The role of mentor (motivational teacher on work matters) will normally fall to someone in headofficewhowilloverseethestudent’sprogressoverthe48-weekperiod. However, youmay decide that amentor is required for theirtimeonyoursiteaswell.Discussthiswithyourheadofficecontact

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INDUCTION

The induction is the first true insight that the students get into your company as a workplace, so make sure the impression is a positive one. Aboveall,makethesessioninspiring!Usethecontentchecklistbelow

alongwiththeinductionchecklistontheINSPIRETemplatesCDtoplanastronginduction for your student and for your company.

PLANNING CHECKLIST

� The induction is important – give it the time that it deserves

� Reflect your usual induction procedures

� Hold a final staff briefing just before the participant arrive

� Aim to inspire the student about working in F&SM

� Assign a team member (buddy/mentor) to meet and greet theparticipant

� Aim to:

� Give them a short, accurate snapshot of your company including area of operation, ownership, size, markets, culture etc. Outlinekey company facts and figures and your own career history – use humour to put them at their ease

� Provide information about the client profile of the site

� Cover the reporting lines within the site and key operatingprocedures

� Introduce your team – who they are, their roles

� Run through the work experience programme, its aims and content

� Inform them about required standards of behaviour, emergencyprocedures,Health&Safetyrequirements

� If the student has already had some experience of work, build on this in the induction

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PLANNING CHECKLIST (CONTINUED)

� The details of the work experience programme – what they will be doing: objectives and plan

� Reviews and appraisals

� Start and finish times, meals

� Housekeeping points – cloakrooms, mobile phones

� Thedresscoderequirementsincludingsafetyclothing

� Health&Safety/RiskAssessmentissues

� Tour of site: fire escapes, staff room, toilets

� BasicFoodHygieneCertificate(ifworkinginthekitchen)

� It is important to highlight the value of good customer service and the need to greet clients and team members positively and with a smile

� Introduce the student to their buddy and supervisor and outline the support they will receive

� Encouragequestionsfromthestudent

INDUCTION

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...PROJECT

Support the student in the development of their project by discussing possible areas of research, ensuring that both deadlines and work demands are met.

TROUBLE SHOOTING

As with everyday work, you may occasionally encounter problems with the work placement student. Be aware in advance of procedures around these issues:

� If the student is the subject of a disciplinary matter, follow the normal company procedures and ask your head office contact to advise theuniversity

� If the student has a grievance against their employer that is reported totheuniversity,itistheresponsibilityofthetutortoadviseyou/theirheadofficecontactassoonaspossible

� If there are issues such as home sickness, loneliness, bullying, illness and relationship problems:

� Speaktothestudentorasktheirbuddy/mentortospeaktothem.Try to get to the bottom of the situation

� Speak to all parties involved when and if appropriate

� Don’t give the student any special treatment just because they are a university placement student

TUTOR VISIT

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During the placement, a visit from the university tutor may take place. This is an ideal opportunity for the student to give a presentation on their project and demonstrate the skills they have learnt so far. You

can discuss with the tutor and student:

� the progress achieved

� how the plan is working out

� any changes that may need to be made

� how the student has settled into the environment

� how the student works in a team

� any personal issues

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...REVIEW, APPRAISALS & ON-GOING DEVELOPMENT

Depending on how long the student is with your unit, you should conduct either regular reviews or one single review at the end of their placement.UsethechecklistbelowandseetheINSPIRETemplatesCD

fortheemployer’sstudentassessmentform,thestudentfeedbackquestionnaireand the certificate.

PLANNING CHECKLIST:

� Talk to team to get feedback first

� Revisit plan objectives, flag up any concerns

� Lookatthestudent’sworkdiary

� Amend the plan if necessary if the student will continue on site

� Sign off the student’s record of progress which they will provide

� Praise the student where due

� Give careers advice, drawing on your own experience or that supplied by Springboard. Mention www.careerscope.springboarduk.net or theSpringboardCareerScopeadvice line:0845 293 5151 (Monday – Friday 9.30 a.m. – 5.00 p.m.) Also establish, if relevant, if they would like to work for you on a part time or seasonal basis

� Present a certificate for the student prior to their departure – it’s a great way to recognise achievement and will assist them with future job applications.

KEEP IN CONTACT

On the basis that the student has made a positive contribution to the operation of the site, and has gelled as part of the team, keep in contact with them. You are a great source of advice and information

for the student to tap into and there may be an opportunity for employment within your company once the student has graduated.

Thank you for providing a positive experience within the student’s 48-week placement programme. Through careful planning, delivery

and follow-up, you have created a quality placement which will have a positive impact on the student’s future career choices.

AFTER...

I N S P I R EPEOPLE FOOD & SERVICE MANAGEMENT

The Qual i t y Standard for Great Work Exper ience

INSPIRE F&SM IS SPONSORED BY

THE FOLLOWING F&SM COMPANIES ARE COMMITTED TO THE INSPIRE QUALITY STANDARD

INSPIRE F&SM IS SUPPORTED BY

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