{"id":37467,"date":"2019-04-03T09:30:25","date_gmt":"2019-04-03T08:30:25","guid":{"rendered":"https:\/\/www.highspeedtraining.co.uk\/hub\/?p=37467"},"modified":"2022-06-10T12:20:58","modified_gmt":"2022-06-10T11:20:58","slug":"case-study-waterstones","status":"publish","type":"post","link":"https:\/\/www.highspeedtraining.co.uk\/hub\/case-study-waterstones\/","title":{"rendered":"Industry Insights: Food Hygiene in Waterstones"},"content":{"rendered":"<p><span style=\"font-weight: 400;\">As a leading UK training provider, we\u2019re committed to helping businesses and their staff achieve high standards of food hygiene. Over 450,000 learners have received food hygiene certification from us, which provides them with the awareness they need to prepare and serve food safely.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">We often check in with our customers to see how they benefit from this training. Recently, we got in touch with Waterstones \u2013 one of our long-term customers \u2013 who purchase our food hygiene training for their Caf\u00e9 W staff. Our aim was to learn about how important our training is to them and how it helps them achieve success.<\/span><\/p>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"alignnone size-full wp-image-37655\" src=\"https:\/\/www.highspeedtraining.co.uk\/hub\/wp-content\/uploads\/2019\/03\/cafe-w-bar.jpg\" alt=\"Cafe W bar\" width=\"685\" height=\"295\" \/><\/p>\n<p><span style=\"font-weight: 400;\">Waterstones shared with us some excellent first-hand experience about the importance of food hygiene awareness, so we thought we\u2019d also share it with our readers. It should give you an insight into high standards of food hygiene in practice, which hopefully inspires you to follow Waterstones&#8217; positive example.<\/span><\/p>\n<h2><img loading=\"lazy\" decoding=\"async\" class=\"alignnone size-full wp-image-37845\" src=\"https:\/\/www.highspeedtraining.co.uk\/hub\/wp-content\/uploads\/2019\/03\/W-Coffee-Line-Breaker.gif\" alt=\"Cafe W coffee and book\" width=\"685\" height=\"50\" \/><\/h2>\n<p><a href=\"https:\/\/www.highspeedtraining.co.uk\/hub\/wp-content\/uploads\/2019\/04\/Industry-Insights-Waterstones-Cafe-W-Case-Study.pdf\" target=\"_blank\" rel=\"noopener noreferrer\"><button>Click Here to View the Case Study as a PDF<\/button><\/a><\/p>\n<p><img decoding=\"async\" src=\"https:\/\/www.highspeedtraining.co.uk\/hub\/wp-content\/uploads\/2019\/03\/W-Coffee-Line-Breaker.gif\" alt=\"Cafe W coffee and book\" \/><\/p>\n<h2>A Background on Caf\u00e9 W<\/h2>\n<p><span style=\"font-weight: 400;\">To give customers a place to relax after browsing the store, Waterstones originally integrated high street caf\u00e9s into various branches. However, after recognising the popularity of coffee shops and wanting to take ownership of this side of their business, they eventually introduced their own chain in 2012, known as Caf\u00e9 W.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">They now have 72 Caf\u00e9 Ws around the country, which have a strong focus on ethically-sourced coffee, locally-supplied food, and high-quality customer service. Their bespoke caf\u00e9s have a bold identity, aiming to be the perfect place to enjoy a brew after buying a good read.<\/span><\/p>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"alignnone size-full wp-image-37647\" src=\"https:\/\/www.highspeedtraining.co.uk\/hub\/wp-content\/uploads\/2019\/03\/waterstones-background.jpg\" alt=\"Cafe W background\" width=\"685\" height=\"781\" \/><\/p>\n<p><span style=\"font-weight: 400;\">This success doesn\u2019t come easy to caf\u00e9s, though.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Anywhere that prepares food and drink, including caf\u00e9s, must have high standards of food hygiene if they want to earn customers\u2019 loyalty and trust. This requires a <\/span><b>consistent commitment to food safety measures<\/b><span style=\"font-weight: 400;\">, and Waterstones is a prime example of following these practices by the books.<\/span><\/p>\n<h2><img loading=\"lazy\" decoding=\"async\" class=\"alignnone size-full wp-image-37845\" src=\"https:\/\/www.highspeedtraining.co.uk\/hub\/wp-content\/uploads\/2019\/03\/W-Coffee-Line-Breaker.gif\" alt=\"Cafe W coffee and book\" width=\"685\" height=\"50\" \/><\/h2>\n<h2>Waterstones&#8217; Words on Food Hygiene Practices<\/h2>\n<p><span style=\"font-weight: 400;\">Despite being primarily a bookstore, Waterstones treats its food hygiene responsibilities with the utmost importance. We interviewed Becky Oljanuk (bookshop manager of the Leeds branch) and Akilah Manneh (Health and Safety Project Coordinator) to learn about why they deem food hygiene as important as they do in Waterstones and what they do to uphold it.<\/span><\/p>\n<h3>Why Food Hygiene is Important to Waterstones<\/h3>\n<p><span style=\"font-weight: 400;\">Becky and Akilah talked to us about what specific food hygiene risks their caf\u00e9s face and <\/span><b>why they have such rigorous controls in place. <\/b><span style=\"font-weight: 400;\">Akilah stated that: \u201cFood hygiene is a key priority for our caf\u00e9s and we endeavour to <\/span><b>have safe and effective practises at all times<\/b><span style=\"font-weight: 400;\">. We are well aware of the implications if the proper standards aren\u2019t complied with.\u201d<\/span><\/p>\n<p><span style=\"font-weight: 400;\">In particular, they discussed their focus on training, cross-contamination, ready-to-eat food, pest control, allergens, their food hygiene ratings, and how they prepare for EHO visits.<\/span><\/p>\n<h4>Food Hygiene Training<\/h4>\n<p><span style=\"font-weight: 400;\">On the topic of training, Becky told us that \u201cEverybody who works in the caf\u00e9 and every bookseller does [High Speed Training\u2019s] Food Hygiene training so that they can go in, and Caf\u00e9 W [also] have their own Food Hygiene health and safety training that they have to go through.\u201d<\/span><\/p>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"alignnone size-full wp-image-37649\" src=\"https:\/\/www.highspeedtraining.co.uk\/hub\/wp-content\/uploads\/2019\/03\/Becky-Waterstones.jpg\" alt=\"Becky Oljanuk from Waterstones\" width=\"685\" height=\"295\" \/><\/p>\n<p><em>Bookshop Manager, Becky\u00a0Oljanuk<\/em><\/p>\n<p><span style=\"font-weight: 400;\">She stated that training everyone \u2013 not just those specifically working in the caf\u00e9 \u2013enables other staff to jump in during busy times without putting food processes at risk. Clearly, they have a <\/span><b>strong commitment to proper food hygiene procedures<\/b><span style=\"font-weight: 400;\">. They recognise how strongly it benefits their caf\u00e9 and how important it is to protect their customers\u2019 wellbeing.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">As this training provides certification, it helps them <\/span><b>demonstrate compliance<\/b><span style=\"font-weight: 400;\"> at all times. \u201cWe keep everyone&#8217;s certificates [\u2026] So, if an EHO walked in and booksellers were in there working behind the counter, we would need to be able to show their certificate as well in just the same way.\u201d<\/span><\/p>\n<h2><img loading=\"lazy\" decoding=\"async\" class=\"alignnone size-full wp-image-37845\" src=\"https:\/\/www.highspeedtraining.co.uk\/hub\/wp-content\/uploads\/2019\/03\/W-Coffee-Line-Breaker.gif\" alt=\"Cafe W coffee and book\" width=\"685\" height=\"50\" \/><\/h2>\n<p><i><span style=\"font-weight: 400;\">If you did not have your Food Hygiene certificates to hand, you would instantly be able to access any training records through our easy-to-use Learner Management System and evidence your compliance during an inspection. To learn more about how our online training could benefit you, <\/span><\/i><a href=\"https:\/\/www.highspeedtraining.co.uk\/about-us\/contact\/\" target=\"_blank\" rel=\"noopener noreferrer\"><i><span style=\"font-weight: 400;\">contact our support team<\/span><\/i><\/a><i><span style=\"font-weight: 400;\"> today. \u00a0\u00a0<\/span><\/i><\/p>\n<h2><img loading=\"lazy\" decoding=\"async\" class=\"alignnone size-full wp-image-37845\" src=\"https:\/\/www.highspeedtraining.co.uk\/hub\/wp-content\/uploads\/2019\/03\/W-Coffee-Line-Breaker.gif\" alt=\"Cafe W coffee and book\" width=\"685\" height=\"50\" \/><\/h2>\n<h4>Ready-to-Eat Food<\/h4>\n<p><span style=\"font-weight: 400;\">Becky also said that many of their branches \u201chave to make their own sandwiches, so they are handling real food. They are handling meats and other things that you wouldn&#8217;t necessarily expect in a caf\u00e9 because they are making their own food rather than getting it delivered in. So, if you didn&#8217;t have the food hygiene safety, there would be a quite a large risk factor.\u201d<\/span><\/p>\n<p><span style=\"font-weight: 400;\">The fact that Caf\u00e9 W often makes their own sandwiches is indeed a large risk factor. <\/span><b>Ready-to-eat food<\/b><span style=\"font-weight: 400;\"> requires careful handling and proper holding of ingredients. Otherwise, it could easily become cross-contaminated or spoil, and put their customers at significant risk of food poisoning or an allergic reaction. Their recognition of this risk indicates that they take their caf\u00e9\u2019s safety seriously.<\/span><\/p>\n<h4>Allergens<\/h4>\n<p><span style=\"font-weight: 400;\">With 44% of British adults having at least one allergy, it\u2019s no wonder why controlling allergens is a focus of many UK food establishments. Waterstones is particularly aware of how important preventing allergenic contamination is.<\/span><\/p>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"alignnone size-full wp-image-37653\" src=\"https:\/\/www.highspeedtraining.co.uk\/hub\/wp-content\/uploads\/2019\/03\/Becky-Adam-Waterstones.jpg\" alt=\"Zoe and Adam\" width=\"685\" height=\"295\" \/><\/p>\n<p><em>Caf<span style=\"font-weight: 400;\">\u00e9 W barista, Zoe\u00a0Outram with our Marketing Analyst, Adam.\u00a0<\/span><\/em><\/p>\n<p><span style=\"font-weight: 400;\">In our interview, Becky said: \u201cWith allergens now it&#8217;s really important that everybody is knowledgeable on [food hygiene safety]. I know a lot of people with allergies and if there is an instance of something bad happening or a bad experience they will never go back and they\u2019ll tell their friends not to.\u201d<\/span><\/p>\n<p><span style=\"font-weight: 400;\">With allergenic safety and other risks in mind, their food safety management procedure is incredibly thorough. This commitment is what helps many of their Caf\u00e9 W branches gain a five-star food hygiene rating.<\/span><\/p>\n<h2>The Importance of Gaining a 5 Rating<\/h2>\n<p><span style=\"font-weight: 400;\">The food hygiene rating system, as determined and published by the<\/span><a href=\"http:\/\/ratings.food.gov.uk\/\"> <span style=\"font-weight: 400;\">Food Standards Agency<\/span><\/a><span style=\"font-weight: 400;\">, reflects the standard of a business\u2019s food safety practices. A food establishment can receive a rating between 0 and 5. Businesses with significant violations to food safety may receive a zero, while a five indicates that the premises has excellent standards.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">The Leeds, Albion Street, branch of Waterstones has a food hygiene rating of 5 for its Caf\u00e9 W. On the topic of acquiring ratings, Becky told us that she \u201cused to work in a different caf\u00e9 and even if your fridge temperatures are not to the right temperature you will get a 4 unless everything is in line. You won\u2019t get a 5.\u201d<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Achieving a 5 is not easy, as Becky highlighted. Establishments must demonstrate an exceptional and consistent commitment to all 3 key areas (hygienic food handling, physical conditions of the building, and food management systems) in order to attain a 5 food hygiene rating. After all, EHOs can arrive at any time unexpectedly.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">\u201cI think it\u2019s a <\/span><b>badge of honour<\/b><span style=\"font-weight: 400;\"> really.\u201d She said. \u201cA 5 shows that you are a 5 all the time.\u201d Thanks to Waterstones\u2019 attention to detail and commitment to following best practice, many of their branches have managed to attain it. This show that they really do maintain a high standard consistently.<\/span><\/p>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"alignnone size-full wp-image-37651\" src=\"https:\/\/www.highspeedtraining.co.uk\/hub\/wp-content\/uploads\/2019\/03\/Waterstones-books-coffee.jpg\" alt=\"Waterstones cafe W \" width=\"685\" height=\"295\" \/><\/p>\n<h3>\u201cA 5 shows that you are a 5 all the time.\u201d<\/h3>\n<p><span style=\"font-weight: 400;\">Sending this message to customers plays a huge part in gaining their trust in your business. We live an era where people are more aware of food safety than ever before.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">\u201cWhen we first started bringing the caf\u00e9s in, we realised how much competition there is with different cafes, so having a five-star food hygiene in and everybody fully trained is a big part of the experience really.\u201d Becky said.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Waterstones clearly recognise just how valuable this rating is for showing that their caf\u00e9 performs just as well or even better than their competition. They also recognise how important it is for showing their caf\u00e9 is trustworthy in its own right and that it takes its safety responsibilities seriously.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">\u201cWe are relatively new into the caf\u00e9 business, so it\u2019s really important that we have that rating to show that it is not just booksellers making coffees. It\u2019s not just any retail assistant, it\u2019s something that stands alone rather than just being a caf\u00e9 in a bookshop.\u201d<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Their dedication to consistently maintaining these high standards is how they manage to gain and retain their 5 ratings. It means they\u2019re prepared for any EHO visit.<\/span><\/p>\n<h2><img loading=\"lazy\" decoding=\"async\" class=\"alignnone size-full wp-image-37845\" src=\"https:\/\/www.highspeedtraining.co.uk\/hub\/wp-content\/uploads\/2019\/03\/W-Coffee-Line-Breaker.gif\" alt=\"Cafe W coffee and book\" width=\"685\" height=\"50\" \/><\/h2>\n<h2>How Waterstones Prepare for EHO visits<\/h2>\n<p><span style=\"font-weight: 400;\">When an EHO visits a food establishment, they can arrive unannounced at any reasonable time. A business must allow them to inspect their premises, so they can determine whether they\u2019re following appropriate food safety practices. Because Waterstones are so committed to doing so, they\u2019re always prepared for an unexpected EHO encounter. Becky told us that:<\/span><\/p>\n<p><span style=\"font-weight: 400;\">\u201cThe caf\u00e9 team have a daily checklist that they have to work through, so that\u2019s things like fridge temperatures, general cleanliness, they have the cloths that are different colours. [\u2026] There\u2019s daily [checks] from the caf\u00e9 guys, weekly from the managers, monthly from the book shop managers and quarterly from the external auditors.\u201d<\/span><\/p>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"alignnone size-full wp-image-37645\" src=\"https:\/\/www.highspeedtraining.co.uk\/hub\/wp-content\/uploads\/2019\/03\/wstones-logbook.jpg\" alt=\"Example of Waterstones Log Book\" width=\"685\" height=\"295\" \/><\/p>\n<p><span style=\"font-weight: 400;\">These thorough practices are a prime example of<\/span><b> due diligence<\/b><span style=\"font-weight: 400;\">. Checking everything on a daily, weekly, monthly, and quarterly basis means that <\/span><b>everyone is in the habit of working hygienically<\/b><span style=\"font-weight: 400;\">. It promotes a solid culture where everyone knows the importance of following procedures and keeping a record of it.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">It\u2019s therefore clear that Waterstones recognises the importance of <\/span><b>a<\/b> <b>proactive rather than reactive approach<\/b><span style=\"font-weight: 400;\">, which is ultimately what every business should aim for.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Akilah said that: \u201cWe are always trying to be <\/span><b>one step ahead of any enforcement visit.<\/b><span style=\"font-weight: 400;\">\u201d During their mini audits, their caf\u00e9 development team are even stricter with scorings to push their standards as high as possible, which in turn makes them fully prepared for an impromptu EHO visit.<\/span><\/p>\n<h2><img loading=\"lazy\" decoding=\"async\" class=\"alignnone size-full wp-image-37845\" src=\"https:\/\/www.highspeedtraining.co.uk\/hub\/wp-content\/uploads\/2019\/03\/W-Coffee-Line-Breaker.gif\" alt=\"Cafe W coffee and book\" width=\"685\" height=\"50\" \/><\/h2>\n<p><em>Our LMS allows users to review their modules, even when the training has been completed, to<\/em>\u00a0<em>ensure your knowledge is always up-to-date. Browse our online catalogue of <a href=\"https:\/\/www.highspeedtraining.co.uk\/courses\/food-hygiene\/\" target=\"_blank\" rel=\"noopener noreferrer\">Food Hygiene Courses<\/a>\u00a0to see how we can help your business&#8217; compliance and development needs. Unsure which training you need for your role? Our <a href=\"https:\/\/www.highspeedtraining.co.uk\/hub\/food-hygiene-certificate-profession-job\/\" target=\"_blank\" rel=\"noopener noreferrer\">A-Z Food Hygiene Certificate Guide<\/a>\u00a0will help you choose.<\/em><\/p>\n<h2><img loading=\"lazy\" decoding=\"async\" class=\"alignnone size-full wp-image-37845\" src=\"https:\/\/www.highspeedtraining.co.uk\/hub\/wp-content\/uploads\/2019\/03\/W-Coffee-Line-Breaker.gif\" alt=\"Cafe W coffee and book\" width=\"685\" height=\"50\" \/><\/h2>\n<h2>What Can You Learn From Waterstones?<\/h2>\n<p><span style=\"font-weight: 400;\">When we asked Akilah for some advice on attaining a 5, she listed the following key elements: \u201cMeticulous paperwork, regular checks, keeping up to date with current legislation, a strong, experienced caf\u00e9 team along with great attention to detail.\u201d These are indeed crucial to consider, so how can a business achieve such a high standard?<\/span><\/p>\n<h4>Some of the most vital factors Becky and Akilah emphasised include:<\/h4>\n<ul>\n<li style=\"font-weight: 400;\"><b>How committed your business is to its food hygiene practices and a solid routine<\/b><span style=\"font-weight: 400;\">. With their daily, weekly, monthly, and quarterly checks, Waterstones leave absolutely no room for standards to slip.<\/span><\/li>\n<li style=\"font-weight: 400;\"><b>Paying close attention to major risk factors,<\/b><span style=\"font-weight: 400;\"> including fridge temperatures, cleanliness, cross contamination, allergens, and pest control.<\/span><\/li>\n<li style=\"font-weight: 400;\"><b>Keeping clear records of their process. <\/b><span style=\"font-weight: 400;\">Managers ensure that they check and sign off inspection documents so everything is accounted for.<\/span><\/li>\n<li style=\"font-weight: 400;\"><b>Properly trained staff<\/b><span style=\"font-weight: 400;\">, who understand how to follow food safety procedures and can apply this in practice.<\/span><\/li>\n<\/ul>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"alignnone size-full wp-image-37656\" src=\"https:\/\/www.highspeedtraining.co.uk\/hub\/wp-content\/uploads\/2019\/03\/zoe-making-coffee-1.jpg\" alt=\"Barista Zoe making coffee\" width=\"685\" height=\"295\" \/><\/p>\n<p><span style=\"font-weight: 400;\">\u201cPest control, allergens and cross contamination are all monitored closely with new ways of working and regular training provided to staff.\u201d Akilah said.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">It\u2019s therefore clear that an important foundation to lay is staff training, as it enables staff to follow these closely-monitored processes. All of Waterstones&#8217; staff receive external and internal training: the external training covers important legal standards that staff must follow and any legislative changes that occur, while the internal training covers their caf\u00e9\u2019s specific processes.<\/span><\/p>\n<h2><\/h2>\n<p><i><span style=\"font-weight: 400;\">In preparation for an EHO inspection, you may want to use our <\/span><\/i><a href=\"https:\/\/www.highspeedtraining.co.uk\/hub\/self-inspection-checklist-food-premises\/\"><i><span style=\"font-weight: 400;\">Self Inspection Checklist<\/span><\/i><\/a><i><span style=\"font-weight: 400;\"> to help you complete a mini-audit in your premises.<\/span><\/i><\/p>\n<h2><img loading=\"lazy\" decoding=\"async\" class=\"alignnone size-full wp-image-37845\" src=\"https:\/\/www.highspeedtraining.co.uk\/hub\/wp-content\/uploads\/2019\/03\/W-Coffee-Line-Breaker.gif\" alt=\"Cafe W coffee and book\" width=\"685\" height=\"50\" \/><\/h2>\n<p><span style=\"font-weight: 400;\">With this groundwork in place, staff can uphold the rigorous safety process. They help Waterstones achieve their strong food hygiene ratings and keep customers returning to Caf\u00e9 W like their favourite book. Their approach and attitude is one that more food establishments should aim to adopt if they want to see greater success in their business.<\/span><\/p>\n<h2><img loading=\"lazy\" decoding=\"async\" class=\"alignnone size-full wp-image-37845\" src=\"https:\/\/www.highspeedtraining.co.uk\/hub\/wp-content\/uploads\/2019\/03\/W-Coffee-Line-Breaker.gif\" alt=\"Cafe W coffee and book\" width=\"685\" height=\"50\" \/><\/h2>\n","protected":false},"excerpt":{"rendered":"<p>In this case study, we look at how important food safety is to our customers at Waterstones and how our training helped them to comply.<\/p>\n","protected":false},"author":8,"featured_media":37625,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[16],"tags":[65,700,773],"class_list":["post-37467","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-food-hygiene","tag-business-fundamentals","tag-food-safety","tag-hospitality"],"acf":{"schema_disabled":false,"schema_properties_FAQPage_question_answer":null,"schema_properties_HowTo_howto_tools":null,"schema_properties_HowTo_howto_supplies":null,"schema_properties_HowTo_howto_steps":null,"schema_properties_WebPage_cssSelector":null,"schema_sameAs_repeater":null,"schema_custom_json_repeater":null,"schema_custom_json_override":false},"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v19.5 (Yoast SEO v19.12) - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Food Safety Case Study | How Cafe W Uses 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