Since winning Independent Fish and Chip Restaurant of the Year at the National Fish and Chip Awards 2017, Harbour Lights (Falmouth) has seen a significant increase in visitors. The team had also experienced significant growth with an expansion into West Cornwall and the opening of Fraser’s Fish and Chips on the prom in Penzance in summer 2016.
Both shops have recently been through a restructuring process to cope with the increased demand and to ensure Fraser’s, already one of the UK’s top 50 fish and chip shops and nominee for a 2017/18 FreeFrom Eating Out Award, can continue to deliver a high quality experience for its customers.
Pete Fraser, Owner of Harbour Lights and Fraser’s commented: “A trip for some of the best comfort food known to man is about more than just the food, it’s the experience, the service, and how it makes you feel.”
To ensure future growth targets are achievable, while maintaining this exceptional level of customer service, Harbour Lights acknowledged that managers and supervisors would benefit from training along with the kitchen and front of house teams.
Truro and Penwith College Business were tasked with designing a fully bespoke, three day programme for the organisation, which included practical skills for managers and supervisors as well as food safety, first aid, IT and customer service training for the wider team.
Tony Doolin, Training Advisor at Truro and Penwith College, said: “The aim of the training was to enhance the skills of supervisors and managers, to build relationships in the workplace and to support the wider team. The bespoke nature of the training meant we were constantly referring back to the business and applying the training to real scenarios the team encounters on a day to day basis.”
Bonnie Mockett, HR manager, said: “The training courses that were prepared and delivered for the Harbour Lights and Fraser’s teams were excellent. We spent time working with Tony on what we wanted to achieve and he was happy to adapt the course content and spend longer on particular areas we felt we needed more focus.”
“Our teams embraced the practical approach and found Tony’s industry experience relevant and inspiring, our new mangers in particular left with the tools to get the most out of their teams in pursuit of the business’ targets.”
If your business could benefit from bespoke training programmes that support your business’ goals, contact Truro and Penwith College Business on 01872 242711.