F&B Food Borne Illness Training
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TODAY’S OBJECTIVES
Understand the importance handling Food Borne Illness complaints effectively
Recall each step in the FBI internal process
Learn the steps taken by hygiene department for FBI investigations
Gain confidence to engage with guests during FBI incidents
Shangri-La Paris
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Why do you think is it important for FBI complaints at the hotel to be taken seriously?
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Handling FBI Complaints Effectively
Shows the guest that we are concerned for their well being Demonstrates the utmost care for our guests and that we valued them How we handle these complaints can be a direct reflection of the Shangri-La brand
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The procedures of receiving and investigating guests FBI complaints are critical in determining the nature of the illness and whether any F&B consumed in the hotel was a implication of the sickness.
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GUEST PERCEPTION
At Shangri-La we take hygiene and food safety matters very seriously
At Shangri-La we conduct thorough investigations for these critical incidents
Show genuine empathy demonstrating thoughtful care towards the guest
Show sense of urgency through internal and external communication
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RECEIVE COMPLAINT
DOFB GATHER INFO – FBI FORM PT2
INVESTIGATION CONDUCTED BY HYGIENE MGR
MOD GATHER
INFORM DOFB, EXEC CHEF, HYGIENE MGR
INFO – FBI FORM PT1
DOFB FOLLOW UP WITH GUEST
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1. Receiving FBI complaint
Can be in person, phone call, through e-mail
Show empathy for the guest
Offer immediate medical assistance
Advise that we take these matters very seriously at the hotel
DO NOT admit any guilt or liability
NOTE: If a colleague is the first contact ensure the following steps are complete:
Inform them that you will have an F&B manager contact them immediately
Confirm convenience call back time/ phone number
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RECEIVE COMPLAINT
DOFB GATHER INFO – FBI FORM PT2
INVESTIGATION CONDUCTED BY HYGIENE MGR
MOD GATHER
INFORM SENIOR LEADERSHIP
INFO – FBI FORM PT1
DOFB FOLLOW UP WITH GUEST
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2. MOD to gather info- Appendix A FBI form (part 1)
Over phone or in person
Must be completed immediately after complaint was received
Show concern for the guest
Ensure timing is convenient for guest to answer a few questions
Ask all the questions from Appendix A FBI form, noting down all information provided by guest
Inform them that F&B mgr will contact them within 24 hours
NOTE: If in person, ensure to sit in a quiet and comfortable area
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LETS LISTEN!
Empathy Sense of Urgency Taken seriously Offer immediate medical assistance Does not accept guilt Inform call back within 24 hrs
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OUR SHANGRI-LA CULTURE LETS PRACTICE! 5 mins, in pairs Over the phone, act out the scenario of a guest FBI complaint , and obtain all the information on Appendix A FBI form.
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RECEIVE COMPLAINT
DOFB GATHER INFO – FBI FORM PT2
INVESTIGATION CONDUCTED BY HYGIENE MGR
MOD GATHER
INFORM SENIOR LEADERSHIP
INFO – FBI FORM PT1
DOFB FOLLOW UP WITH GUEST
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3. Inform Senior Leaders
Scan and e-mail Appendix A FBI form to DOFB, Exec Chef, Hygiene Mgr & Resident Mgr
Include a copy of the F&B micros bill
Confirm receipt of e-mail by
calling all parties over the phone
NOTE: Share any additional details about your guest interaction for steps 1 & 2.
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RECEIVE COMPLAINT
DOFB GATHER INFO – FBI FORM PT2
INVESTIGATION CONDUCTED BY HYGIENE MGR
MOD GATHER
INFORM SENIOR LEADERSHIP
INFO – FBI FORM PT1
DOFB FOLLOW UP WITH GUEST
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4. DOFB Gather Info- Appendix A FBI form (part 2)
Obtain food history information
Should be completed no longer then 24 hours after complaint was received
DOFB to complete or Exec chef in lieu of
Scan and e-mail Appendix A FBI form( PT 2 ) to DOFB, Exec Chef, Hygiene Mgr, Resident Mgr
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RECEIVE COMPLAINT
DOFB GATHER INFO – FBI FORM PT2
INVESTIGATION CONDUCTED BY HYGIENE MGR
MOD GATHER
INFORM DOFB, EXEC CHEF, HYGIENE MGR
INFO – FBI FORM PT1
DOFB FOLLOW UP WITH GUEST
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5. Internal Investigation conducted by Hygiene manager
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Receiving of items
Temperature records – fridge, internal cooking etc
- - - -
Reheating process
Washed and sanitation records Confirm prep process of item
Storage of food item
- Cleanliness condition of kitchen equipment and storage - Reviews item sales - Check if any other guest complaints
If 2 or more guest complaints are received :
- - - -
Remove item for service
Inform SLIM, GM
Send food sample to lab
Results come within 48 hours
Once investigation is complete, conclusion to be sent to DOFB and Exec Chef for external follow up with guest
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RECEIVE COMPLAINT
DOFB GATHER INFO – FBI FORM PT2
INVESTIGATION CONDUCTED BY HYGIENE MGR
MOD GATHER
INFORM SENIOR LEADERSHIP
INFO – FBI FORM PT1
DOFB FOLLOW UP WITH GUEST
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6. DOFB to follow up with Guest
Preferably by e-mail
Thank the guest for their valued feedback
Share the conclusion of the investigation
Offer gesture of goodwill if necessary
Offer any further assistance
In lieu of DOFB, Exec chef to complete this step
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At Shangri-La we take hygiene and food safety matters very seriously
At Shangri-La we conduct thorough investigations for these critical incidents
Show genuine empathy demonstrating thoughtful care towards the guest
Show sense of urgency through infernal and external communication
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RECEIVE COMPLAINT
DOFB GATHER INFO – FBI FORM PT2
INVESTIGATION CONDUCTED BY HYGIENE MGR
MOD GATHER
INFORM SENIOR LEADERSHIP
INFO – FBI FORM PT1
DOFB FOLLOW UP WITH GUEST
HANDLING FBI GUEST COMPLAINTS PROCESS
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Thank you!
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