BTEC National Diploma in Business

Work Experience log book

Student name: Soz Mahmoud

Name of business: McDonald’s

What was your induction training about?

My induction training was intensive as I was trained on hygiene practices, cleanliness and food
handling as well as safety. McDonald’s has strict protocols for food safety and preparation. I
had to be taught how to communicate with customers respectfully if they had any inquiries. A
brief introduction was given about health and safety and how we should abide by the rules to
ensure the safety of both staff and customers. I was introduced to the staff as I’d be part of
their team for a week which meant they would be my colleagues.

Who delivered the training?

An employee, Zidane, who was around 20 delivered the training for me. He has worked there
for nearly two years now. He ensured that all the actions that he carried out were to a good
standard whilst being a person who welcomes constructive criticism. He ensured that I
understood the training and would ask me questions to see if I took in all the information that
was given to me. As a person who easily picks up things, this training was straightforward
without any problems occurring.

Describe what it covered?

The training covered how I should meet the needs of customers in a quick and respectful
manner to allow for a smoother workflow. I was then taught how to handle food as well as
prepare them. There were many separate bins with its own label on in order to indicate where
each rubbish goes such as cutlery, food and paper etc. I was shown to the stock room which
held all the supplies if they were to run out such as the sauces, buns, burgers and frozen fries.
They also had another stockroom which is for hygiene purposes like hand sanitizers, mops
and spray bottles.

How does the business keep people safe?

McDonald’s keeps people safe by making sure that their employees wear the McDonald
uniform which consist of the hats and red shirts with their logo embroidered on them and an
apron when working. Hairnets are provided as well due to food safety. An apron is vital within a
fast food restaurant as bacteria stains will go on the apron instead of the clothes. This is very
hygienic which ensures the safety of people. The floor must be mopped regularly especially
when something spills it must be mopped straight away and a “Wet Floor” sign should be
placed to make people aware that there has been a spillage. The floor must be mopped
regularly as customers as well as staff may slip which could result in a serious injury.

What are the possible safety risks?

Possible safety risks include slipping in the kitchen. McDonald’s is a very popular fast paced
restaurant which means that they’re always busy and may spill things onto the floor. I hadn’t
seen this incident but Zidane had informed me that a previous employee had really badly
injured themselves due to slipping on wet flooring.
What rules must you follow? Why?

There are many essential rules that I must follow. I must always be on my shift and ensure that
everything that needs doing is done. Customers may leave rubbish behind when they’re done
with their food and it’s important that I clear this away. By not clearing it away, it can have a
bad reputation on McDonald’s. I must meet the needs of customers when asking for things
such as a baby chair.

What did you do today?

As it was my first day, I began with the basics like walking around and ensuring that customers
are satisfied, clearing away plates, cleaning the tables and mopping the floors. I asked if I
could do the dishes in which they approved of. After this, I went and dealt with customer
requests. I also watched from afar how the drive thru service was being operated so that if I’m
able to do this, I have an early insight into what I’m getting myself into.

What skills did you use?

I used teamwork skills in which me and my colleagues collaboratively worked together to reach
common goals. I would help my colleagues out by clearing away plates and ensuring that
everything was going smoothly. I made sure that the kitchen was clean to avoid any bacteria
growing which may lead to food poisoning. I communicated effectively with both my colleagues
and customers. During rush hours, everything would be hectic meaning that supplies may run
out. I communicated effectively when I spoke to one of my colleagues and asked if they could
cover my shift for 1 minute until I went to the back to bring more sauces out from the supply
room. We were both able to tackle this task effectively.

What did you learn from the work activity?

I learned that this job requires a lot of problem solving abilities and patience and knowing how
to communicate effectively. This is because McDonald’s is a fast paced industry which means
that I need to quickly adapt to new challenges and come up with new solutions if needed.

What did you enjoy from the work activity?

I enjoyed that my first shift was smooth going and not that chaotic. I loved starting on the
basics as it gave me an insight into how the shifts would be expanding further on for me. I had
prepared myself for a lot of challenges as it was my first shift, but this didn’t happen which I’m
thankful for. However, I don’t know what I’m going to experience tomorrow so I’m quite nervous
about that.

What was difficult from the work activity?

The difficulty that I endured from my work activity was the fact that it was all manual. I
experienced a lot of neck pain as I’d be lowering my neck down to clean tables constantly. First
days are always difficult as you’re just beginning, but as the day progresses, I’ll be much better
as my body will get used to it. Regardless of the pain, I still managed to finish my shift.
Day 2

What did you do today?

Today I was working various roles from working as a cashier to working at the drive thru taking
orders. Customers were rushing in and asking to order food. I had to listen carefully and repeat
the order properly to ensure that customers receive their order correctly so that they’re
satisfied. This will then allow me to take the next order without any problems.

What skills did you use?

I used communication skills when collaborating with customers. I had to listen carefully in order
to ensure that no problems occurred. I also used my problem solving abilities as I had to
inform customers that some foods on the menu weren’t being served today so instead, I told
them other options.

What did you learn from the work activity?

I learned a lot from my work activity today. I learned how to resolve issues if challenges were
to be struck. I learned how to use up the cashier properly as well as the drive thru.

What did you enjoy from the work activity?

I enjoyed working at the drive thru taking orders as I’d be meeting new people. Some were in a
rush just trying to get their order down, but others were much more polite and would ask
questions as well such as “how’s my day going?” My manager was proud of how much I had
accomplished today.

What was difficult from the work activity?

The difficulty that I endured today was when I was working at the drive thru taking orders. This
is because I couldn’t hear the order being said properly due to surrounding noise as well as
customers speaking quietly. This made it more difficult for me to understand what they’re
saying thus resulting in a delay and possible angry customers due to waiting in the queue for a
long time.
Day 3

What did you do today?

Today I worked in the kitchen flipping the fries over and ensuring that food supplies don’t
run out as well as cleaning tables. We were short staffed today which made it harder to
complete tasks as I’d be going back and forth.

What skills did you use?

I used leadership skills as I had to take over some of my colleagues shifts as they had to
run other errands. I used teamwork and communication skills as well. I used it, the same
way as I used it yesterday, however this time there were much quicker responses due to
being short staffed and not having the time to communicate properly.

What did you learn from the work activity?

I learned how to know when the fries are ready to flip and ensure that I don’t spill oil over
the kitchen as it may result in serious harm. I had to adapt my pace as we were short
staffed thus meaning I had to work much more quickly.

What did you enjoy from the work activity?

I enjoyed that I was introduced to much harder roles as I like taking on new challenges as
it opens my eyes to how the future would be like. I was able to interact with my colleagues
even more as I was going back and forth between my roles.

What was difficult from the work activity?

The difficulty that I endured from my work activity was the fact that I was being told by my
own colleagues that I’m working slow. This really annoyed me as I wasn’t used to this new
environment and was really trying my best. Being short staffed really had an impact on me
as I held much more responsibilities that I’m not used to holding.
Day 4

What did you do today?

Today was similar to the previous days. However, today I operated the ice cream machine.
It was a much calmer day which was really good as it made up for yesterday's chaos of
being short staffed. I never knew how much of an impact one staff can have on the work
setting.

What skills did you use?

I used most of the same skills that I have been using these last few days. I had to use
critical thinking skills when operating the ice cream machine as there were many buttons
and pressing the wrong button could lead to serious consequences or even a malfunction
in the ice cream machine. I also used teamwork skills as I’d ask my colleagues for help if I
was struggling.

What did you learn from the work activity?

I learned that operating the ice cream machine isn’t as easy as it seems to be. I dealt with
rude customers by myself without getting the manager involved. I also learned that you get
3 chances to do your shift correctly and if you don’t, you are immediately fired.

What did you enjoy from the work activity?

I enjoyed that my colleagues were understanding and would help me if I needed it. I
thought they’d be ignorant because I’ve been here for four days but instead, they were
understanding and helped me out. This led to me establishing a good relationship.

What was difficult from the work activity?

The difficulty that I faced was working with customers. Some customers were very
impatient when making them their ice cream. They’d rush me which would make me
nervous and cause me to mess up. I informed them that I’m here for work experience but
regardless, they still continued to be rude. It was very difficult for me to hold my
composure as normally, I’d take out all my anger on them but instead, I avoided this by
having my head down and ignoring them.
Day 5

What did you do today?

Today was my last day working at McDonald’s. I informed my manager that I’d like to take
on every role for the last time. This meant that I’d be going back and forth constantly, but
that didn’t matter to me as it was my last day and I wanted to give it my all.

What skills did you use?

I used communication skills when talking to my manager to tell him what I wanted. I was
able to keep a track of my time using my time management skills which allowed me to go
from task to task ensuring that I gain a fair bit of everything before I leave my work
placement.

What did you learn from the work activity?

I learned everything from my work activity. Since it was the last day, I went over
everything. Cleaning tables, operating the ice cream machine, working in the kitchen,
working as a cashier, taking orders at the drive thru and ensuring that supplies don’t run
out etc. I understood customers' needs and wants when they wanted to order something. I
made sure that I’d get their order right as it may overcomplicate things. I’d ask questions
regarding what the customer is ordering as sometimes it may mess up the order. For
example, customers may order hotcakes and want syrup along with this as well. However,
I’d need to ask basic questions such as whether they’d want it on the side or on top of it.
This is because it may lead to customers being frustrated that I got their order wrong
which is why asking questions can be very effective and helpful.

What did you enjoy from the work activity?

I enjoyed how my colleagues were very nice today as it was my last day. They allowed me
to take on more roles which were very understanding of them. I got the chance to speak to
more customers as I wasn’t focused on one task specifically.

What was difficult from the work activity?

Nothing was really difficult today as I’d made the choice to work various roles as I wanted
to gain a final insight into the roles and tasks and what a professional work setting is like
before I leave. I was quite exhausted at the end, but it didn’t matter to me as I wanted to
secure my experience and have my final go at it. The exhaustion was all going to be worth
it in the end.