Hello everyone who is Anonymous!
You all seem to be different people and it's great there's a few support managers gathering here. Can I just suggest you get accounts of some description so I can contact you/each other.
PS: yes, the daily weather reports are great aren't they?! Maria Swift IIRC? They get filed on the email straight away into "trash".
Wednesday, 16 September 2009
Management restructure
Hello!
I appear to have a whole new following of readers who are currently support managers at Pizza Hut. I'm a support manager and in short, we're all pissed off because they are changing the in store (sorry, we must call them Huts now...) structure of management.
All stores will be down to one Restaurant General Manager, one deputy manager (only in high PSA stores...read: not that many) and I think one support manager. I think the support manager role is totally going and it may just be one RGM and one deputy. Both of those roles are salaried so this change does not affect them. And it should be noted, they have no power or say over this. As far as I know, it wasn't discussed at the annual RGM conference and it's all being brought in quietly and on the sly.
What it basically means is, where support managers used to get paid from about £6.70 to £7.20 before, regardless of what job they were doing, they will now be paid team member rate which is about £5.20. These managers will be called "bench managers" and will only be paid the management rate when they are in the duty manager role. If they are working at the same time as the RGM, deputy or support they will not get paid the manager rate.
RGM and Deputy should do 5 shifts each per week = 10 shifts total. There are normally 14 duty manager shifts (2 per day, early and late). So this leaves 4 shifts for the remaining managers. Depending on the size of the store, there can be up to about 6 supports (now bench). 4 shifts for 6 managers? It doesn't work. Previously if the supports worked alongside the RGM/deputy they'd get paid as a manager, as after all, they are a manager.
You will interviewed by your area manager about the changes and you can whinge all you like, they don't care one bit. Apparently it has come about because we've been owned by Yum! for a while, but we now have a new managing director, some german bloke, who has come in from Yum!. Yum own KFC and this is the way they have operated for a while. It's (one of) the reason why KFC has a high turnover of managers, they have no motivation whatsoever (I know two, they both want to quit as soon as they can).
Ultimately the only thing we can do is either put up, or leave. Leaving is what I'm intending to do. Locally, we've already lost a manager who had about 10 years service with the company and everybody loved her. Not sure how Pizza Hut think that cutting someones pay from around £16.5k to £12.5k can work out, but they do. Retail/hospitality management is underpaid as it is, and people are willing to move companies.
The ironic/annoying thing is, in association with The Sun, Pizza Hut are running some bullshit campaign about getting people back into work. They are recruiting team members and shift managers. Pfft, a new batch of people who don't know any better basically.
The people behind it are:
Jens Hofna - Managing Director
Jayne Little - HR Director
Nick White - Operations Manager
If you'd like to email them, it's firstname.lastname@pizzahut.co.uk
They have PAs but these are their direct ones and boy do they love getting email :)
Don't expect a response though, they're too busy working out where they can cut costs more. Maybe they'll try and do something a bit dodgy with the fire fighting equipment annual servicing...oh no, wait, they already have!
Anyone from RSC or Yum care to comment? Email me at phtmblog@googlemail.com if you wish!
I appear to have a whole new following of readers who are currently support managers at Pizza Hut. I'm a support manager and in short, we're all pissed off because they are changing the in store (sorry, we must call them Huts now...) structure of management.
All stores will be down to one Restaurant General Manager, one deputy manager (only in high PSA stores...read: not that many) and I think one support manager. I think the support manager role is totally going and it may just be one RGM and one deputy. Both of those roles are salaried so this change does not affect them. And it should be noted, they have no power or say over this. As far as I know, it wasn't discussed at the annual RGM conference and it's all being brought in quietly and on the sly.
What it basically means is, where support managers used to get paid from about £6.70 to £7.20 before, regardless of what job they were doing, they will now be paid team member rate which is about £5.20. These managers will be called "bench managers" and will only be paid the management rate when they are in the duty manager role. If they are working at the same time as the RGM, deputy or support they will not get paid the manager rate.
RGM and Deputy should do 5 shifts each per week = 10 shifts total. There are normally 14 duty manager shifts (2 per day, early and late). So this leaves 4 shifts for the remaining managers. Depending on the size of the store, there can be up to about 6 supports (now bench). 4 shifts for 6 managers? It doesn't work. Previously if the supports worked alongside the RGM/deputy they'd get paid as a manager, as after all, they are a manager.
You will interviewed by your area manager about the changes and you can whinge all you like, they don't care one bit. Apparently it has come about because we've been owned by Yum! for a while, but we now have a new managing director, some german bloke, who has come in from Yum!. Yum own KFC and this is the way they have operated for a while. It's (one of) the reason why KFC has a high turnover of managers, they have no motivation whatsoever (I know two, they both want to quit as soon as they can).
Ultimately the only thing we can do is either put up, or leave. Leaving is what I'm intending to do. Locally, we've already lost a manager who had about 10 years service with the company and everybody loved her. Not sure how Pizza Hut think that cutting someones pay from around £16.5k to £12.5k can work out, but they do. Retail/hospitality management is underpaid as it is, and people are willing to move companies.
The ironic/annoying thing is, in association with The Sun, Pizza Hut are running some bullshit campaign about getting people back into work. They are recruiting team members and shift managers. Pfft, a new batch of people who don't know any better basically.
The people behind it are:
Jens Hofna - Managing Director
Jayne Little - HR Director
Nick White - Operations Manager
If you'd like to email them, it's firstname.lastname@pizzahut.co.uk
They have PAs but these are their direct ones and boy do they love getting email :)
Don't expect a response though, they're too busy working out where they can cut costs more. Maybe they'll try and do something a bit dodgy with the fire fighting equipment annual servicing...oh no, wait, they already have!
Anyone from RSC or Yum care to comment? Email me at phtmblog@googlemail.com if you wish!
I'll be back in a bit...
Getting quite a lot of comments about the new management structure in huts.
It's definitely pissed a lot of people off and it seems like a step backward.
I'll do a more detailed post about it later today or this week.
It's definitely pissed a lot of people off and it seems like a step backward.
I'll do a more detailed post about it later today or this week.
Monday, 4 May 2009
Its all about CLASS
This post is basically, a good old grumble about Pizza Hut's cost cutting measures :)
The EU bought in regulations regarding the shape, size and colouring of vegetables.
Most of the vegetables you'll buy in supermarkets will be Class 1, consistent shape vegetables and fruit. (No more LOL at the shape of that carrot, potato etc!). So all the vegetables that don't make the grade are then called Class 2 and are significantly cheaper. Aldi and other discounters will sell this stuff routinely.
Pizza Hut uses Class 2 vegetables, as they are cheaper. But it causes problems with how our products look. While we are badgered about the thickness of a slice of cucumber, "supply chain" are happy for us to use one cucumber which has virtually black skin, and others which are almost yellow.
While for the majority of the products it makes very little difference, it just shows that their commitment to quality goes as far as "only if it's cheap enough!".
Anyway enough moaning for this post. If I still have any readers left (I must start posting more regularly again and get my name back out there!!!!) Please leave a comment if you're still reading because it'd be great to hear from you!
The EU bought in regulations regarding the shape, size and colouring of vegetables.
Most of the vegetables you'll buy in supermarkets will be Class 1, consistent shape vegetables and fruit. (No more LOL at the shape of that carrot, potato etc!). So all the vegetables that don't make the grade are then called Class 2 and are significantly cheaper. Aldi and other discounters will sell this stuff routinely.
Pizza Hut uses Class 2 vegetables, as they are cheaper. But it causes problems with how our products look. While we are badgered about the thickness of a slice of cucumber, "supply chain" are happy for us to use one cucumber which has virtually black skin, and others which are almost yellow.
While for the majority of the products it makes very little difference, it just shows that their commitment to quality goes as far as "only if it's cheap enough!".
Anyway enough moaning for this post. If I still have any readers left (I must start posting more regularly again and get my name back out there!!!!) Please leave a comment if you're still reading because it'd be great to hear from you!
Table for...
There are a few things which really annoy me about restaurant-goers.
Pair of mothers with 2 children in buggies...
"Table for two please"
It is quite obviously a table for 4. I can't sit you down on a table for two with two massive buses/buggies can I?!
I have taken to correcting parents on this and saying it's a table for 4. I don't understand why they don't count their children as real human beings, because most of the time the kids are nicer than the parents anyway. A lot of my colleagues are shocked when I correct the parents because they never do, but I think it stems from previously working a different format store. There you were still expected to be polite don't get me wrong, but it wasn't all lovey dovey.
That's not to say I'm rude, well not all the time. I have had a couple of notes written on the back of bills thanking me and when I do very occasionally serve tables, I get reasonable tips. I'm probably too honest with customers sometimes. There are a couple of items on the menu which are pretty dire and always disappoint customers and most of the time I tell them about it. They're normally very grateful for that, but some don't listen to my advice and low and behold cry back at me when they receive it.
The small salmon pasta bake for instance, looks like somebodys scrapped the remains of another portion and put it on the plate. Then an attempt to make it look better with some salad.
The tomato and mozzeralla salad is just the same. The mozzerela is ok but the tomatoes are normally floppy and totally unripe. I have a particular gripe about the vegetables but I will post that in a minute in a new post.
Pair of mothers with 2 children in buggies...
"Table for two please"
It is quite obviously a table for 4. I can't sit you down on a table for two with two massive buses/buggies can I?!
I have taken to correcting parents on this and saying it's a table for 4. I don't understand why they don't count their children as real human beings, because most of the time the kids are nicer than the parents anyway. A lot of my colleagues are shocked when I correct the parents because they never do, but I think it stems from previously working a different format store. There you were still expected to be polite don't get me wrong, but it wasn't all lovey dovey.
That's not to say I'm rude, well not all the time. I have had a couple of notes written on the back of bills thanking me and when I do very occasionally serve tables, I get reasonable tips. I'm probably too honest with customers sometimes. There are a couple of items on the menu which are pretty dire and always disappoint customers and most of the time I tell them about it. They're normally very grateful for that, but some don't listen to my advice and low and behold cry back at me when they receive it.
The small salmon pasta bake for instance, looks like somebodys scrapped the remains of another portion and put it on the plate. Then an attempt to make it look better with some salad.
The tomato and mozzeralla salad is just the same. The mozzerela is ok but the tomatoes are normally floppy and totally unripe. I have a particular gripe about the vegetables but I will post that in a minute in a new post.
Sunday, 23 November 2008
Toilets
The restaurant has toilets, it's got ladies, gents and disabled/baby change. These are for customer use only, not anyone who walks off the street and needs the loo.
Occasionally we let people use them, if they're nice, but when they walk in and just assume they have the right to - we don't, well, I don't. Luckily they are tucked away at the back and it means a long walk to them, so they can't be sneaky and slither in.
Based on what I saw my manager say to these kids who wanted to use the toilet, I took that as being the "standard" way to say no. To be honest I think she has had some kind of army training because she is so firm and pretty scary to the average person, she takes no prisoners.
So, do you think I was right, wrong, or just very mean in this situation:
-There are public toilets available about 200 yards away
-The restaurant was full at lunchtime
"Where are the toilets?"
"Do you want a table?"
"No she [younger sister I think] needs to go toilet"
"Oh, they're for customers only, sorry - the public ones are over there near.." (pointing)
"Shes going to wee herself"
"Right"
"Well can she not use yours"
"Sorry I'm not allowed to let you. There are some literally a minute away over there"
"WELL SHES GOING TO WEE HERSELF - DISGRACEFUL"
And she walked out. Now afterwards, two waitresses said I was mean. I think I was reasonable, helpful and considerate of our proper customers. Ok, I do feel quite guilty now, to the extent where it's mentioned in my Facebook status!!
So thats the subject of toilets covered, I don't think the discussions regarding them will ever really change. I've already seen a couple of people trying to "go it alone" with finding the toilets, and they end up in the potwash area, which is quite funny.
Occasionally we let people use them, if they're nice, but when they walk in and just assume they have the right to - we don't, well, I don't. Luckily they are tucked away at the back and it means a long walk to them, so they can't be sneaky and slither in.
Based on what I saw my manager say to these kids who wanted to use the toilet, I took that as being the "standard" way to say no. To be honest I think she has had some kind of army training because she is so firm and pretty scary to the average person, she takes no prisoners.
So, do you think I was right, wrong, or just very mean in this situation:
-There are public toilets available about 200 yards away
-The restaurant was full at lunchtime
"Where are the toilets?"
"Do you want a table?"
"No she [younger sister I think] needs to go toilet"
"Oh, they're for customers only, sorry - the public ones are over there near.." (pointing)
"Shes going to wee herself"
"Right"
"Well can she not use yours"
"Sorry I'm not allowed to let you. There are some literally a minute away over there"
"WELL SHES GOING TO WEE HERSELF - DISGRACEFUL"
And she walked out. Now afterwards, two waitresses said I was mean. I think I was reasonable, helpful and considerate of our proper customers. Ok, I do feel quite guilty now, to the extent where it's mentioned in my Facebook status!!
So thats the subject of toilets covered, I don't think the discussions regarding them will ever really change. I've already seen a couple of people trying to "go it alone" with finding the toilets, and they end up in the potwash area, which is quite funny.
Thursday, 20 November 2008
Online orders
Now all Pizza Hut's are using the fantastic Micros system, online ordering is available for collection and delivery from nearly every hut.
The problem is although it works most of the time, the time it doesn't is the time when you get a silly customer.
If a customer wants to collect in an hour - we won't even know about that order until about 20-30 minutes before the collection is due. Which I suppose can cut down on confusion, but I'm not too sure. The real problems come when the customer inputs their own order. Basically they use our system but in a more 'user friendly' way. So you get orders like this:
M Pan Supreme
NO PEPPERONI
DBL PEPPERONI
NO MUSH
DBL MUSH
and so on.
You get orders which end up cancelling each other out, why the system even allows the customer to do this is baffling.
You'd think they would fix this problem. No - they call it costly. A new menu has just been introduced, with a few price increases. So they spend thousands on these new menus, and changing the website price should just be a quick thing which the internal IT team can do. Not this time though, we got a memo which basically said - because the price increases aren't very big, it isn't economically viable to change the website, so when we receive online orders could you please honour the old price.
Anyway, that'll do for now on the rant. Now I work in a new place I will post more regularly, because the customers are a hell of a lot more ratty.
The problem is although it works most of the time, the time it doesn't is the time when you get a silly customer.
If a customer wants to collect in an hour - we won't even know about that order until about 20-30 minutes before the collection is due. Which I suppose can cut down on confusion, but I'm not too sure. The real problems come when the customer inputs their own order. Basically they use our system but in a more 'user friendly' way. So you get orders like this:
M Pan Supreme
NO PEPPERONI
DBL PEPPERONI
NO MUSH
DBL MUSH
and so on.
You get orders which end up cancelling each other out, why the system even allows the customer to do this is baffling.
You'd think they would fix this problem. No - they call it costly. A new menu has just been introduced, with a few price increases. So they spend thousands on these new menus, and changing the website price should just be a quick thing which the internal IT team can do. Not this time though, we got a memo which basically said - because the price increases aren't very big, it isn't economically viable to change the website, so when we receive online orders could you please honour the old price.
Anyway, that'll do for now on the rant. Now I work in a new place I will post more regularly, because the customers are a hell of a lot more ratty.
Saturday, 15 November 2008
Change......
Hi (special hi to James :))
Just to say...I have moved store and now work in a full restaurant. I therefore have quite a few bits I'll be blogging about...so stay tuned if you haven't gone already!
Just to say...I have moved store and now work in a full restaurant. I therefore have quite a few bits I'll be blogging about...so stay tuned if you haven't gone already!
Saturday, 30 August 2008
Potwash
Hi,
Well its been ages since I've blogged, not really an excuse its just quite 'same old same old' really.
I'm now a Support Manager...it means I can generally get out of doing the crap jobs, help with the more difficult ones, plus do some sitting down. :)
Now...has anyone ever used a potwashing machine?
They are great when they work, but when they don't it's a big big big pain.
But - you designing a potwash machine...where do you put the water pipes inside the machine? Water and electric never, ever mix. So away from the control panel, motors and pumps?
No, Hobart decided to put the main water feed into the machine - in the same compartment as all the motors, controls and pumps. So when the pipe inside the machine bursts, it destroys and burns out EVERYTHING.
Can you guess what's happened?
Well its been ages since I've blogged, not really an excuse its just quite 'same old same old' really.
I'm now a Support Manager...it means I can generally get out of doing the crap jobs, help with the more difficult ones, plus do some sitting down. :)
Now...has anyone ever used a potwashing machine?
They are great when they work, but when they don't it's a big big big pain.
But - you designing a potwash machine...where do you put the water pipes inside the machine? Water and electric never, ever mix. So away from the control panel, motors and pumps?
No, Hobart decided to put the main water feed into the machine - in the same compartment as all the motors, controls and pumps. So when the pipe inside the machine bursts, it destroys and burns out EVERYTHING.
Can you guess what's happened?
Thursday, 24 April 2008
Something a bit weird and discounts
Right. I have worked at Pizza Hut for erm...well...ages. So you do recognise customers, and I would say, especially on evening/night shifts about 25% of customers are, 'regulars'. Occasionally if I go into Asda or Sainsburys on the way home, you will see a customer or two you served earlier. But it less frequent to see them, at other random times.
There is a customer, who comes in with his wife and 2 little kids. They've been coming in for over a year. The reason I remember them, is because his kids are the spitting image of him.
So, it must have been a Wednesday I served them. Then on the Thursday, I was in Matalan (sent on an errand looking for mugs) - and there they were, the family, in Matalan. Ok, so that's just coincidence. Then, on Friday - who do I see again, the dad - in McDonalds eating breakfast!
We were sitting on opposite tables, and we got locked into eye contact. I knew who he was, and he recognised me (from the 2 previous days!)...I didn't know whether to say anything, or smile, or look away or what. So I did a small smile and that was that.
Then, on Saturday - on the way home - sitting at traffic lights. Jesus christ who is sitting next to me - him and family!! The lights changed before we both clocked on to who we were glancing at, so there was no awkwardness that time.
I just find that very weird, but total coincidence - I saw the same man and family, four times in a row. How does that happen?
And discounts...
"Do I get a discount cos I work at...?"
"We used to but not anymore, sorry"
Then the mother, I think, piped up:
"Haha - you mean you don't know how to do it on the till"
"No, we don't do it anymore because not many places gave us discount"
"Prove it!" (She was being light hearted)
"I'll read you the discount options to tease you then!!"
I read about 6 before she got the point, but there were 12 more I could have gone through if needed.
Her daughter seemed totally embarrassed:
"Oh my god mum I have to work here, you're so embarrasing, you've embarrassed him too!!"
Mother: "Are you embarrassed?!"
"Ha, I find it quite funny really, so not too fussed!"
"See - he ISN'T embarrassed"
HA!
There is a customer, who comes in with his wife and 2 little kids. They've been coming in for over a year. The reason I remember them, is because his kids are the spitting image of him.
So, it must have been a Wednesday I served them. Then on the Thursday, I was in Matalan (sent on an errand looking for mugs) - and there they were, the family, in Matalan. Ok, so that's just coincidence. Then, on Friday - who do I see again, the dad - in McDonalds eating breakfast!
We were sitting on opposite tables, and we got locked into eye contact. I knew who he was, and he recognised me (from the 2 previous days!)...I didn't know whether to say anything, or smile, or look away or what. So I did a small smile and that was that.
Then, on Saturday - on the way home - sitting at traffic lights. Jesus christ who is sitting next to me - him and family!! The lights changed before we both clocked on to who we were glancing at, so there was no awkwardness that time.
I just find that very weird, but total coincidence - I saw the same man and family, four times in a row. How does that happen?
And discounts...
"Do I get a discount cos I work at...?"
"We used to but not anymore, sorry"
Then the mother, I think, piped up:
"Haha - you mean you don't know how to do it on the till"
"No, we don't do it anymore because not many places gave us discount"
"Prove it!" (She was being light hearted)
"I'll read you the discount options to tease you then!!"
I read about 6 before she got the point, but there were 12 more I could have gone through if needed.
Her daughter seemed totally embarrassed:
"Oh my god mum I have to work here, you're so embarrasing, you've embarrassed him too!!"
Mother: "Are you embarrassed?!"
"Ha, I find it quite funny really, so not too fussed!"
"See - he ISN'T embarrassed"
HA!
Tuesday, 8 April 2008
30 minutes ironing for £5 when using Pizza Hut Delivery
Pizza Hut on 1st April launched a new service, where you can order 30 minutes of ironing and vacuuming for £5, completed by the delivery driver when you order for delivery. Not bad.
But the funny thing is, that was the "internal" April fools joke. And at the bottom it had a number that stores could ring about arranging training for the service. They actually had phone calls to this number and the next day - they had to send a memo confirming that yes, it was an April fool.
However, if you are registered with Pizza Hut you may get a mail shot with a picture of a delivery driver ironing and cleaning as it's part of their latest marketing campaign.
And I have another what could be seen as an April fool, but what a customer actually claimed he was going to do. Pizza Hut have got the name Pasta Hut, but this man is going to get "Samosa Hut".
The conversation went like this:
"You're always changing the menu!"
"Oh .."
"Not like KFC - I've been eating them 30 years, you know where you stand with them"
"Ha, we're actually part of the same company"
"Really?"
"Yes".
He ranted on a bit more, about how there are always tiny differences each time he comes and then said
"You know what I'm gonna do, right, I'm gonna start SAMOSA HUT"
"Right?"
"Yeah - I'm just waiting for somewhere I can start it, have you ever had a samosa?"
"Only ones from a supermarket"
"WHAT? Not that rubbish, I'm on about proper Indian shit, proper massive good filling samosas!"
"Sounds nice !!"
"Yeah, I'll be a millionaire"
"I'll look out for you then!"
But the funny thing is, that was the "internal" April fools joke. And at the bottom it had a number that stores could ring about arranging training for the service. They actually had phone calls to this number and the next day - they had to send a memo confirming that yes, it was an April fool.
However, if you are registered with Pizza Hut you may get a mail shot with a picture of a delivery driver ironing and cleaning as it's part of their latest marketing campaign.
And I have another what could be seen as an April fool, but what a customer actually claimed he was going to do. Pizza Hut have got the name Pasta Hut, but this man is going to get "Samosa Hut".
The conversation went like this:
"You're always changing the menu!"
"Oh .."
"Not like KFC - I've been eating them 30 years, you know where you stand with them"
"Ha, we're actually part of the same company"
"Really?"
"Yes".
He ranted on a bit more, about how there are always tiny differences each time he comes and then said
"You know what I'm gonna do, right, I'm gonna start SAMOSA HUT"
"Right?"
"Yeah - I'm just waiting for somewhere I can start it, have you ever had a samosa?"
"Only ones from a supermarket"
"WHAT? Not that rubbish, I'm on about proper Indian shit, proper massive good filling samosas!"
"Sounds nice !!"
"Yeah, I'll be a millionaire"
"I'll look out for you then!"
Friday, 28 March 2008
"It's the law..."
Some crank today came up with a new law about drinking water. We do not have free drinking water available. The taps we have are either, the toilet, hand wash sink or pot wash sink. You don't want to drink water from there.
But this woman said that "It is the law that all restaurants have free drinking water". I explained the above, but she continued that it was "The law". Is this the law? I'm pretty sure it isn't.
She was also one of those helpful, but unhelpful customers. Towards the end of the night, the cleaners turn the bins round, so customers should just leave their rubbish on the tables. Some customers like to be helpful and dispose of their own rubbish, but that isn't possible at night. But, some decide they will use the empty, clean, with no bin bag in, bins.
But this woman said that "It is the law that all restaurants have free drinking water". I explained the above, but she continued that it was "The law". Is this the law? I'm pretty sure it isn't.
She was also one of those helpful, but unhelpful customers. Towards the end of the night, the cleaners turn the bins round, so customers should just leave their rubbish on the tables. Some customers like to be helpful and dispose of their own rubbish, but that isn't possible at night. But, some decide they will use the empty, clean, with no bin bag in, bins.
Sunday, 10 February 2008
New Blog
In case you haven't seen this:
Tesco Scapegoat
It's a retail blog...with everyones favourite subject, customers!!
Tesco Scapegoat
It's a retail blog...with everyones favourite subject, customers!!
Smile!
We are continually losing points on our mystery shoppers because we aren't giving "genuine smiles".
Now...surely if we are being told to smile genuinely, that isn't genuine? It's impossible to do it without smirking. A personal service to me, is loads better than a brand standard smile, hello, and come again....but that's what they want.
So from now on:
Massive smile and greeting
Deadpan face while serving, no conversation (no points for smiling during the transaction)
Massive smile and "Come again"
Not genuine, but that is what they are asking for.
We have new menus, which are loads better than the old ones - but they forgot to change one of the sections, so that looks odd, but you can't expect them to get it right!
Now...surely if we are being told to smile genuinely, that isn't genuine? It's impossible to do it without smirking. A personal service to me, is loads better than a brand standard smile, hello, and come again....but that's what they want.
So from now on:
Massive smile and greeting
Deadpan face while serving, no conversation (no points for smiling during the transaction)
Massive smile and "Come again"
Not genuine, but that is what they are asking for.
We have new menus, which are loads better than the old ones - but they forgot to change one of the sections, so that looks odd, but you can't expect them to get it right!
Monday, 21 January 2008
Happy New Year!!
Happy New Year - bit late but oh well!
Not much has happened, except a customer has scolded their hand. But did he ask for assistance? No, he left it for half an hour to get worse and develop blisters. When he finally told us, the duty manager gave him first aid and security were called to help.
But what I really wanted to post about...and hopefully just warn a few people about is:
www.computerplanet.co.uk
Worst customer service I've ever experienced.
That is all, I think.
Not much has happened, except a customer has scolded their hand. But did he ask for assistance? No, he left it for half an hour to get worse and develop blisters. When he finally told us, the duty manager gave him first aid and security were called to help.
But what I really wanted to post about...and hopefully just warn a few people about is:
www.computerplanet.co.uk
Worst customer service I've ever experienced.
That is all, I think.
Saturday, 22 December 2007
Fight!
Well as it is supposed to be busy because people are Christmas shopping...the 'crème de la crème' of staff are put on the front counter to clear queues. Well it has not been busy, not much more than a normal week. But because me and a few of the people who are normally tucked away in the kitchen have been on the front, it's been reasonably amusing.
The first customer of any interest, was the one who was shocked when I told him that, no, fries aren't 30p. Fries for 30p !?
The next was very funny I thought. A man bought a Margherita pizza, which as it has no toppings on, you can see all the cheese clearly. We cut the pizzas into slices and then mark the box with the topping and time it needs to be discarded (those numbers from 0 to 12 you'll see on most fast food, or in the case of McDonalds those numbered flags they have in their holds). We use a food safe pen for this marking, which is black - but if it gets wet it goes blue. And the blades for cutting pizza are kept near the pen, as the pizza is taken from the oven, put into a box, cut, then marked.
So, occasionally the pen can come into contact with the pizza. The man bought the pizza back as it had a blue stain right on the cut line. It was from a dough pen. I replaced the pizza and apologised. A minute later he came back and said "Is it my unlucky day or something...?" he had another pizza with a blue stain! What had happened was - that the blade had a pen mark so was making each pizza blue. So the blade was cleaned and another pizza given to him. Well, I was about to give him his pizza when he walked back to his table - because his bags of shopping and the rest of his meal was gone!!! The cleaners had been very efficient and taken it away while he was at the counter!
So overall, I'd say it was his unlucky day!
Another good thing about the front counter is you can be very nosey and watch the world go by (well, the centre) and I saw two men having a "disagreement". Three large security officers later, they'd been separated and put as far away from each other as possible. I asked later what it was about, and apparently it was an arguement over who had "spotted" the table first (in a similar fashion to car park space wars).
Happy Christmas if I don't see you before!
The first customer of any interest, was the one who was shocked when I told him that, no, fries aren't 30p. Fries for 30p !?
The next was very funny I thought. A man bought a Margherita pizza, which as it has no toppings on, you can see all the cheese clearly. We cut the pizzas into slices and then mark the box with the topping and time it needs to be discarded (those numbers from 0 to 12 you'll see on most fast food, or in the case of McDonalds those numbered flags they have in their holds). We use a food safe pen for this marking, which is black - but if it gets wet it goes blue. And the blades for cutting pizza are kept near the pen, as the pizza is taken from the oven, put into a box, cut, then marked.
So, occasionally the pen can come into contact with the pizza. The man bought the pizza back as it had a blue stain right on the cut line. It was from a dough pen. I replaced the pizza and apologised. A minute later he came back and said "Is it my unlucky day or something...?" he had another pizza with a blue stain! What had happened was - that the blade had a pen mark so was making each pizza blue. So the blade was cleaned and another pizza given to him. Well, I was about to give him his pizza when he walked back to his table - because his bags of shopping and the rest of his meal was gone!!! The cleaners had been very efficient and taken it away while he was at the counter!
So overall, I'd say it was his unlucky day!
Another good thing about the front counter is you can be very nosey and watch the world go by (well, the centre) and I saw two men having a "disagreement". Three large security officers later, they'd been separated and put as far away from each other as possible. I asked later what it was about, and apparently it was an arguement over who had "spotted" the table first (in a similar fashion to car park space wars).
Happy Christmas if I don't see you before!
Thursday, 20 December 2007
Merry Christmas
Well I have neglected this blog haven't I!
I am sorry about that, but I am gradually losing the "passion" for Pizza Hut as I'm getting tired of working 9 hours and getting 30 minutes break. Thats 8.5 hours standing up, no sitting, virtually no leaning! I'm not asking for sympathy or anything, just sometimes think I could either not be doing anything, or doing some easier (as in physically) for more money. I think I want a part time desk job!!
Have a good Christmas everyone :-)
I am sorry about that, but I am gradually losing the "passion" for Pizza Hut as I'm getting tired of working 9 hours and getting 30 minutes break. Thats 8.5 hours standing up, no sitting, virtually no leaning! I'm not asking for sympathy or anything, just sometimes think I could either not be doing anything, or doing some easier (as in physically) for more money. I think I want a part time desk job!!
Have a good Christmas everyone :-)
Thursday, 29 November 2007
Mugging
Well, nothing much has happened, I've not had to talk to a customer for about 2 weeks which is starting to get a bit boring.
The only interesting nugget I have to post is that was a staff member from another store was mugged in the service yard. They nicked her bag, she fell to the floor and has cuts all over her face. There are CCTV cameras in the area but it just depends if one was pointing that way at the time. An early Christmas treat for the poor woman - scum bags out there.
Hopefully Christmas will bring exciting posts. We are getting a new pizza for Christmas, it is something to do with chicken and hot, I can't remember the name. I know there is some cheesy phrase to go with it something like "Hot and ready for you" etc. Don't say Pizza Hut isn't classy!
The only interesting nugget I have to post is that was a staff member from another store was mugged in the service yard. They nicked her bag, she fell to the floor and has cuts all over her face. There are CCTV cameras in the area but it just depends if one was pointing that way at the time. An early Christmas treat for the poor woman - scum bags out there.
Hopefully Christmas will bring exciting posts. We are getting a new pizza for Christmas, it is something to do with chicken and hot, I can't remember the name. I know there is some cheesy phrase to go with it something like "Hot and ready for you" etc. Don't say Pizza Hut isn't classy!
Thursday, 15 November 2007
Christmas shifts and vouchers
I have just discovered that over Christmas, while I have a few days off - I am working some of the nastiest shifts I've come across. Starting at times, which I didn't think possible. Like 7 hours before we even open. But that does mean shifts will be spent with less customer contact - nice! I have also been told I'm a "crucial" part for Christmas. Which I believe translates to "You better work hard cos we will be knackered if you don't",
An odd man. Very odd.
And for Christmas, we have discount vouchers again.
An example of the problems this can cause:
Man buys two pizzas and pays for them. I complete the transaction, place voucher and receipt on tray.
"Oh I have one of these already so do the pizza as a buy one get one free"
"I can't I'm afraid, the order has gone through and the receipt has printed"
"WELL RE-PRINT IT"
"I can't anyway, you can't use the voucher in the order in which it is given to you"
"MY WIFE HAS THESE VOUCHERS!!"
"Well if you can get me those vouchers, I will do it this time"
"Fine, I will"
He storms off with a seriously bad attitude.
I watch him talk to his wife and he is disgusted when she doesn't have them. Walks back to the counter.
"FORGET IT" and walks off with food.
Then over the next 30 minutes he kept coming back for refills and asking silly questions, and items the knew we wouldn't have - like some kind of weird mind game.
An odd man. Very odd.
Thursday, 8 November 2007
I'm not dead
No I am not dead, just lazy and there hasn't been much to blog about.
Except for a customer falling straight on his arse after slipping on the wet floor. There were three yellow warning signs out - and it looked wet. After a moment of concern (are we going to get shouted out) everyone retreated to the kitchen to laugh, a lot.
We have a new booklet, which they've made 'pocket size' which lists all the stuff we can get as PH employees - discounts elsewhere. Most of it is rubbish and is like 5% off when you spend over £50. PH claim they have negotiated these deals, I can find most of them on Money Saving Expert. Whitbread discount card was better, and I never even got one.
Well there you have it, about 2 weeks worth of posts. I really need to email a student who wanted information on this blog, I said I would about 3 weeks ago and now I feel guilty.
Except for a customer falling straight on his arse after slipping on the wet floor. There were three yellow warning signs out - and it looked wet. After a moment of concern (are we going to get shouted out) everyone retreated to the kitchen to laugh, a lot.
We have a new booklet, which they've made 'pocket size' which lists all the stuff we can get as PH employees - discounts elsewhere. Most of it is rubbish and is like 5% off when you spend over £50. PH claim they have negotiated these deals, I can find most of them on Money Saving Expert. Whitbread discount card was better, and I never even got one.
Well there you have it, about 2 weeks worth of posts. I really need to email a student who wanted information on this blog, I said I would about 3 weeks ago and now I feel guilty.
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