RESTAURANT OPERATIONS MANAGEMENT

PRINCIPLES and PRACTICES

Jack D. Ninemeier
David K. Hayes

PART 1 RESTAURANT BASICS

1. INTRODUCTION TO RESTAURANTS and THE RESTAURANT INDUSTRY

EUROPEAN RESTAURANT HISTORY

There is evidence that food was sold in public marketplaces seven-thousand years ago and
historical accounts describe the banquets and feasts enjoyed by the ancient Greeks and
Romans twenty-five hundred years ago. The oldest written recipes date from the fourth
century B.C. in a cookbook written by Apicius. The earliest recorded cuisine, then is that
of the ancient Romans.

France with its haute cuisine, became a leader in fine dining by improving on many basic
food preparation and service techniques that had been developed earlier in several
European countries including Italy and Spain.

Before the 1600s, just a few inns were available for travelers, who primarily traveled for
trade and religious purposes; there was little travel for pleasure. In fact, the word “travel”
comes from “travail” which means to toil at hard labor.

In the mid-1700s, a Frenchman began selling soups, which he suggested were health
restorers in an establishment called a restauer (French for “to restore”). And the term
restaurant was born.

U.S. RESTAURANT HISTORY

In the United States, an increasing number of taverns and inns became popular in cities
during the early 1800s. As they grew in wealth and size communities began to support
more extravagant and expensive eating out alternatives.

American Plan : The hotel pricing structure in which some (or all) of a guest’s meals are
included in the basic guest room rate. (Full-Board)

Modified American Plan : Half-Board ( Zimmer mit Halbpension )

A la Carte (Menus): Menu pricing in which each meal component is sold (priced)
individually.

European Plan: The hotel pricing structure in which guests pay only for the meals they
consume; food charges are not part of the basic room rate. ( accommodation only –
Zimmerpreis ohne Pension )

The secret of success:

The secret of success in restaurant operation includes cleanliness excellent service and
high-quality silverware/linen; most importantly; the food should be very good . The
successful restaurant operators generally own their own farms to provide milk, butter,
and eggs.

In the 1950s, the McDonald’s restaurant chain began its rise to popularity. Other chains
followed with specialties including fried chicken, roast beef sandwiches, fish, and pizza
among many others. Their advantage; clean premises, standardized menus, quick service
and low prices.

Before the 1970s, many Americans did not drink wine at all: Many know little about the
beverage and were reluctant to try it. Since that time, wines have dramatically increased
in popularity and by the 1980s, some of the best California wines had excellent reputations
and could successfully compete with their French counterparts.

By the early 1980s American began to eat out more frequently. One reason was
demographics (more single and divorced persons and a growing proportion of working
women).

The Travel / Tourism Industry

The travel / tourism industry identifies three major segments:

- hospitality
- transportation services
- destination alternatives

Commercial Operations (foodservices): Foodservices offered in hotels and restaurants and

other organizations whose primary financial goal involves generation of profits from the
sale of food and beverage products.

Noncommercial Operations (foodservices): Foodservice operations whose financial goal

does not involve generating profits from the sale of food and beverage products, also
called institutional foodservices.

Self-operated (Noncommercial foodservices): A type of non-commercial foodservices

operation in which the program is managed and operated by the organization’s own
employees.

Contract Management Company-operated (Noncommercial food services): A type of non-

commercial foodservices operation in which the program is managed and operated by a
company specializing in foodservices management.

WHAT IS A RESTAURANT?

A restaurant is a for-profit foodservice operation whose primary business involves the sale
of food/beverage products to individuals and small groups of guests. Restaurants may
have few or many seats; they may be free-standing or located within a hotel, resort or
shopping mall. They may or may not serve alcoholic beverages in addition to food and may
have extensive or limited menus.
They may offer fine dining at high prices (gourmet food served by highly experienced
service staff to guests seated at tables covered with tablecloths and set with the finest
tableware.

They may also be quick-service properties with lower prices offering food served at a
counter by a cashier.

They may offer a theme to complement the dining area with modest tables/chairs and /or
booths and counters.

Restaurants offer alternative service methods.

Restaurant (Independent): Properties owned/operated by an entrepreneur which are not

affiliated with a franchised or multiunit organization.
Restaurant (Multiunit): Properties which are affiliated with a franchise or other
organization containing multiple (sometimes thousands) properties; also called a “chain”.

Franchise: An arrangement whereby one party (the franchisor) allows the owner of the
hospitality business (the franchisee) to use the franchisor’s logo, name, systems, and
resources in exchange for a fee.
Franchisor: Those who own and manage the brand and sell the right to use the brand
name to franchisees.

Receiving : The transfer of ownership from a supplier to the hospitality operation which
occurs when products are delivered.
Storing: The process of holding products under optimal storage conditions until they are
needed for production or use.
Issuing : the process of moving products from storage areas to the point of use (place of
production)
Preparing : The steps involved in getting an ingredient ready for cooking or serving. For
example, celery must be cleaned and chopped before being cooked in a stew or cleaned
and sliced before use on an appetizer tray.
Cooking: The application of heat to food to make the food more palatable and/or enjoyable
for consumption.
Holding: The task of maintaining food items at proper serving temperature after they are
prepared. Holding involves keeping hot foods hot and cold foods cold.

BASIC MANAGEMENT ACTIVITIES

- Planning : Defining goals, establishing strategies to achieve them and designing

ways to get work done.
Organizing : Developing and grouping work tasks.
Coordinating: Arranging group efforts in an orderly manner.
Staffing: Finding the right people for the job.
Directing : Supervising the work of staff members.
Controlling : Determining the extent to which the organization “keeps on track” of
 achieving goals.
Evaluating : Assessing the extent to which plans are attained ; evaluation can
identify issues (problems) which should be considered by additional planning.

Staffing:
Job descriptions and specifications should be developed for each position and should be
kept current.
A job description indicates the tasks which a person working within a position must be
able to perform.
By contrast, a job specification indicates the personal requirements judged necessary for
someone to successfully complete the tasks required by a position.

Orientation:
The process of providing basic information about the hospitality operation which must be
known by all employees in every department.

Positive discipline : Supervision activities designed to reinforce desired performance.

Negative Discipline : Supervision activities designed to correct undesired performance.

ALTERNATIVE LEADERSHIP STYLES

Leadership style Example of Leadership Useful

Approach
Bureaucratic Do it by the book When standardized work
(accounting, for example)
must be done

Democratic Let’s figure it out together For experienced and

motivated employees

Laissez-faire You figure it out For consultants and

subcontractors for new
Dictator (Autocratic) Do it my way ! employees doing relatively
simple tasks
STEPS IN THE CONTROL PROCESS

Steps Example
Step 1 Standards must be established The restaurant’s operating budget
establishes a 35.5% food cost goal.

Step 2 Actual performance must be The income statement indicates that the
measured actual food cost is 39.3%

Step 3 Variance between standards and The variance of 3.8% (39.3 – 35.5%)is
actual performance must be assessed unexplainable and excessive.

Step 4 Corrective actions to address Decision-making (problem-solving)

variances between standards and actual techniques are used to generate / select
performance must be implemented solution alternatives. Two tactics

(improved purchasing and use of portion

control procedures ) are implemented.

Step 5 Corrective actions must be evaluated 37.8% ; a step towards the 35.5% goal has
to assure success been taken ; further corrective actions will
be planned and implemented.

BASIC PLANNING TOOLS

Planning tool Example

Vision Vision: to be the restaurant of choice for
social groups in the community

Mission Mission statement: to meet needs of social

groups by providing desired food/beverages
and services at the prices which represent
value for the guests.

Long-Range Plan Long-Range Plan : to obtain 60% of all social

group business in the community within five
years.
 Business Plan Business Plan: to increase market share of
all social group business in the community
by 5% within the next 12 months.

Marketing Operating Marketing plan : Strategies and tactics to

increase social group revenues within the
Plan Budget next 12 months.

Operating Budget : Expected revenue

generated from and costs associated with
social group business.

CHAPTER 2

THE RESTAURANT MANAGER AND SANITATION

When you buy an automobile, you expect it to get you “from here to there” safely and
without breakdown or other incident. As the purchaser, you have little or no concern about
the challenges confronted by the manufacturer as the auto was designed, assembled,
inspected, and shipped to the point of sale (auto dealer). In much the same way guests
visiting your restaurant purchase a meal and expect it to be safe to eat and pleasant
tasting (among other expectations). They, in turn, may have no concern for the challenges
the restaurant manager faces as products are purchased stored, issued, produced, and
served. Instead, they want to enjoy their meal and they have, literally, put their health and
well-being into the hands of the manager and his/her staff.

This chapter will explore what goes on “behind the scenes” to help assure that food is safe
for human consumption. We’ll begin by explaining an obvious point that a concern for
sanitation is critical.

What is the best way to manage sanitation in a restaurant? The answer is to know and
implement a system of Hazard Analysis Critical Control Points (HACCP). We will review this
system and illustrate how it can provide a practical approach to anticipating and
preventing sanitation/related problems before they occur.

SANITATION IS CRITICAL
Restaurant managers have many responsibilities. They must, for example, meet budget
goals to satisfy their own boss and undertake ongoing marketing efforts to discover what
their guests want and need. Then they must work to “deliver” products/services that
consistently meet previously determined quality and quantity standards.

However, no responsibility is more important than the manager’s obligation to protect the
health and well-being of the guests and staff members who consume the products which
the restaurant serves.

FOODBORNE ILLNESS: A sickness caused by consuming food which has been

contaminated by microorganisms, chemicals, or physical hazards.
Restaurants known to have continual sanitation-related problems can never be successful.
Those with even occasional problems will likely suffer reduced guest counts and lost
revenues for many months or longer if serious problems become known to the public.

ADULTERATED FOOD : Food that is unfit for human consumption because it contains filth,
is decomposed or produced under unsanitary conditions, contains poisons or harmful
substances, or is otherwise unfit to eat.

MISBRANDED FOOD: Food that is packaged with false and/or misleading information on its
label.

INSPECTION (FOOD): Activities including the inspection of animals slaughtering conditions

and meat processing facilities to assure that food being produced is fit for human
consumption.

WHOLESOME (FOOD): Food which is suitable for human consumption.

GRADING (FOOD PRODUCTS): An assessment of foods relative to pre-established quality

standards; grading is optional for all food products.

RESTAURANT MANAGER
Several sanitation concerns that directly involve the restaurant manager include:

- recognizing that sanitation / related problems pose an ever-present danger : The

manager must have an attitude of concern (Problems can occur at my restaurant)
- learning about basic sanitation principles and practices
- training and supervising employees
- provide proper tools and equipment : Employees cannot, for example, monitor food
temperatures while products are being held before service if accurate
thermometers are not available. Likewise, poorly monitored refrigeration
equipment or inadequate capacities of existing refrigerator units create problems
caused by the manager not by the staff members

FOOD SERVICE ESTABLISHMENT INSPECTION SCORE WORKSHEET

- ADMINISTRATION
- FOOD TEMPERATURE
- FOOD SOURCE
- FOOD PROTECTION
- FACILITY DESIGN AND OTHER CRITICAL ITEMS
- PERSONAL HYGIENE AND OTHER FOOD PROTECTION

How can restaurant employees show their concern about sanitation?

- consistently handle food in ways that incorporate basic sanitation concern

 - recognize and practice appropriate personal hygiene standards : a person’s ongoing
health practices should include daily bathing, wearing clean clothes, and washing
hands as necessary
- poor personal habits can create serious hazards, examples of inappropriate on-job
behavior include:
 smoking / eating and chewing gum (unless on a break away from food)
 wearing jewelry such as rings, bracelets, and watches. (microorganisms on
these items can contaminate foods when the jewelry comes in contact with
foods)
 Drinking water, coffee, or other beverages (except in a covered container
that is handled in a way to prevent contamination of the foods / work
surfaces with which it comes in contact)

An employee’s personal health can be a serious concern, for example, when a staff
member reports to work with colds, intestinal illnesses, infected cuts on his / her hands,
face, or arms. Staff members can infect food by sneezing or coughing on food or when
blood fluid or pus comes in contact with food. Staff members who have been diagnosed
with illnesses caused by specific microorganisms (salmonella, typhus, shigella spp and
certain types of E.coli and hepatitis ) can be especially dangerous when working around
food.

MICROORGANISMS:

MICROORGANISMS : Living forms of life that are too small to be seen without
magnification; also called microbes.

Fortunately, most microorganisms are not harmful to humans. In fact, many are beneficial
to us. Microorganisms are involved in the production of foods (for example, yogurt and
beer), as an ingredient in some medicines, and even help clean up oil leaks in the ocean;
others help synthesize nutrients in our bodies.

Fortunately, relatively small but potentially very dangerous number of microorganisms are
pathogens, which are harmful to humans.

PROPER AND FREQUENT HANDWASHING IS CRITICAL

Effective hand-washing procedures can do much to reduce the possibility of foodborne
illness because organisms are frequently transferred to food from the hands of employees
who handle the food.

Examples of times when hands should be washed include:

 before reporting to work

 after using the restroom
 after taking a break
 before beginning food preparation
 after touching any part of the body
 after sneezing, coughing, eating, drinking, smoking, or using a handkerchief /
tissue
 after performing any task that might contaminate hands, such as cleaning
tables or floors, handling clearing supplies, picking up items from the floor,
and taking out the garbage

Some food handlers mistakenly believe that using plastic gloves eliminates the potential
to spread microorganisms. In fact, plastic gloves are effective only until the first time they
come in contact with soil or microorganisms. For example , they are “clean” when first
worn. However, after an employee handles money, ties his / her shoes or scratches his /
her face, they are just as contaminated as would be skin on an uncovered hand.

Note: many persons have allergies to latex, which is used in the manufacturing of many
plastic gloves. You should consider purchasing latex-free gloves for your restaurant if
these items will be used.

THE “RECIPE” FOR EFFECTIVE HAND-WASHING

Step 1 – wet hand with hot running water

Step 2 – apply soap

Step 3 – lather soap by rubbing between hands (20 seconds minimum)

Step 4 – use a brush to clean under fingernails and between fingers

Step 5 – rinse hand thoroughly under hot running water

Step 6 – dry hand with a clean paper towel or hand dryer

Step 7 – if possible, turn off water faucet with paper towel

PATHOGENS: Microorganisms that are capable of causing disease, often called “germs”

CONDITIONS FOR OPTIMAL GROWTH

Microorganisms are living forms of life, and like humans , they require certain conditions
to remain alive. These include:

 moisture: moisture in a usable form must available for growth and

reproduction. Consider, for example, the moisture available in fresh meats
and poultry upon which microorganisms thrive. By contrast, think about
moisture in frozen meats and poultry, which is not usable to them, and
which, therefore reduces (prevents) their growth while in frozen product.
Note: Freezing products does not kill organisms in the food being frozen;
rather, it only prevents the organisms from growing and reproducing while
the food is frozen.
 Oxygen: some (aerobic) organisms require oxygen. Others (anaerobic)
cannot survive if oxygen is present. Still others (facultative anaerobic)
bacteria can grow regardless of whether oxygen is available. Organisms
that cause foodborne illnesses are of all three types.
 Time: Microorganisms can grow and reproduce quickly.
 Temperature: Some (psychrophilic) bacteria grow best at cold temperatures
( 0 – 21 degree C). Others (mesophilic) bacteria grow best at temperatures
around that of the human body (37 degree C). Still other (thermophilic)
microorganisms grow best at temperatures above (43 degree C). Organisms
that cause foodborne illnesses grow best at a temperature range of (5- 60
degree C).
 Acidity
  Food: most organisms like protein-rich foods, such as meats, poultry, and
seafood, for example, and those that are high in protein such as casserole
dishes containing these item, and beans, potatoes, and rice.

AEROBIX MICROORGANISMS: Microorganisms requiring oxygen to live.

ANAEROBIC MICROORGANISMS: Microorganisms that can live only when oxygen is not
present.

FACULTATIVE ANAEROBIC MICROORGANISMS: Microorganisms that can live with or

without oxygen present

PSYCHROPHILIC BACTERIA : Those which grow best at cold temperatures

MESAPHILIC BACTERIA : Those which grow best at temperatures around that of the human
body

THERMOPHILIC BACTERIA: Those which grow best at temperatures above (43 degree C).

CONTROLLING GROWTH OF MICROORGANISMS

You have just learned that microorganisms causing foodborne illness require six elements
for optimal growth and reproduction:

 Moisture
 Oxygen
 Time
 Temperature
 Acidity
 Food

Of these, three are the most important: time, food and temperature.

Let’s look at these three factors more carefully;

 minimize time : food-handling procedures must minimize the time that

microorganisms have to grow and reproduce. Many experts suggest that
this time should be limited to four hours or less.
 Potentially hazardous foods: While all foods are potentially hazardous, you
have learned that those high in protein content are among the most
potentially hazardous.
 Temperature danger zone: As you learned in the previous section, the
temperature range of most potential concern for foodborne illness is (5 to 57
degree C).

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MICROORGANISMS AND FOODBORNE ILLNESSES

Food can become contaminated by microorganisms in one of two ways:

 The presence of microorganisms: food infections

 The presence of toxins (poisons) in the food : food poisonings
 NOT ALL FOODBORNE ILLNESSES ARE FOOD POISONINGS
FOOD INFECTION: A foodborne illness caused by the presence of microorganisms in food

FOOD POISONING: A foodborne illness caused by the presence of poisons (toxins) in the
food which are produced by microorganisms

SOME COMMON FOODBORNE ILLNESS

Bacterial Intoxications (Poisonings)

 clostridium botulinum
 clostridium perfringens
 streptococcus aureus
 bacillus cereus

Bacterial Infections

 salmonella Spp
 shigella
 vibrio Spp
 Escherichia coli
 Listeria monocytogenes
 Campylobacter jejuni

Viral Infections

 Norwalk virus
 Hepatitis A

HOW CAN YOU TELL IF FOOD IS CONTAMINATED ?

Some foods that are safe to eat may smell, can be cloudy, or might even feel somewhat
slimy (as in the case of fish or meat), other foods, by contrast, that are not safe to
consume may have no unusual smell, look, or feel. Most contaminated food does not have
an unusual taste (if it did, guests eating it would eat only the first bite rather than the
entire meal). Some contaminated foods do not even contain living microorganisms, For
example, food containing organisms causing food intoxications can be cooked to high
temperature for a sufficient period of time to destroy the microorganisms in the food.
Unfortunately, however, the toxins they produced while living may remain harmful because
the poison is not “killed” or inactivated by heat.

The answer to the question above (how can you tell if food is contaminated?) is simply.
“You cannot”. Since restaurant managers do not have access to sophisticated testing
methods required to detect the presence of microorganisms and / or their toxins, it
becomes necessary to focus their efforts on preventing rather than on detecting
contaminated food.

TACTICS TO PREVENT FOODBORNE ILLNESS

- Purchasing
- Receiving
- Storing
 - Production
- After Production Handling
- Managing leftovers
- Clean Up

PUCHASING
Refrigerated / frozen products need to be maintained within appropriate temperature
ranges during transport from the supplier’s facility to the restaurant

RECEIVING
Refrigerated foods must be at a temperature below 5 degree C; frozen food must be at a
temperature below 17.8 degree C.

Fruits and vegetables may be visibly inspected for decay , mold growth or other
deterioration. Canned items can be randomly checked for bulges and dents along side
seams and rims.

STORING
Proper storage temperatures are:

 Refrigerated storage 5 degree C or below

 Frozen food storage –17.8 degree C or below
 Dry storage foods 10 – 21.1 degree C

Food should be stored away from walls and at least six inches off the floors to allow for air
circulation and for proper cleaning. Raw food products should be stored beneath cooked /
ready-to-eat foods. Items should not be stored under water/sewer lines located overhead
that can be a source of contamination. Foods should never be stored near sanitizing,
cleaning, or other chemicals. If practical, chemicals should be stored in a different room
to reduce still further misidentification and related problem.

PRODUCTION
Frozen foods should not be thawed at room temperature or left in a sink full of water
overnight. There are three appropriate methods for thawing frozen foods:

- thaw in the refrigerator,

- thaw as part of the cooking process
- thaw in a sink with cold running water

Foods in production should be kept at room temperature for a minimal amount of time. A
common practice of removing all items to be produced at the beginning of a shift for
production during the shift is not a good one. Utensils such as knifes and cutting boards
and the work counters upon which they are used should be properly cleaned between food
preparation tasks to prevent cross-contamination.

AFTER-PRODUCTION HANDLING

Some items such as proportioned steaks are served to guests immediately after production
and the time within the temperature danger zone is minimal. However, other items such as
casserole dishes and sauces may be held for extensive time periods before service. When
this occurs, it is necessary to consistently assure that the product is held above 57 degree
C until it is served to guests.

Some restaurants provide self-service salad bars and / or hot food counters and allow
guests to help themselves to these or other items. It is just as important to keep food
being held in public areas at temperatures of 57 degree C or higher or at 5 degree C or
below as it is for foods held in nonpublic areas of the kitchen.

Sneeze Guard (Food services) : A see-through sold barrier used to protect foods in self-
service counter and other areas from guests who might otherwise cough or sneeze onto
food.

MANAGING LEFTOVER

Accurate food production estimates will minimize the amount of leftovers that remain at
the end of guest service. However, foods which do remain to be used at an other time
must be quickly brought to a temperature below 5 degree C. Tactics to do this include
storing items in shallow containers, using ice baths, and frequently stirring products in
containers ( to relocate the warmer center-of-container product to the sides, bottom, and
top of the container to speed up heat dispersion). It is generally best to not freeze
leftovers for late used; microorganisms can grow and reproduce during the product’s cool-
down period, will not die after the product is frozen. (They will just be inactivated ), and the
organisms will continue to grow during the initial time that the product is being thawed.

CLEAN-UP
Final tactics in the process to prevent foodborne illness relate to clean-up activities for
tableware and pots/pans along with furniture, fixtures, and equipment.

Tableware and Pots / Pans

Numerous activities are necessary after products have been produced and served to
guests. These include readying tableservice items and pots / pans for future use.

Let’s define two terms: Cleaning and sanitizing. Cleaning involves removing soil and
residues of food from items being cleaned. By contrast, sanitizing involves eliminating
disease-causing microorganisms that remain after cleaning.

Cleaning (foodservices) : The removal of soil and residues of food from the items being
cleaned.
Sanitizing (Foodservices) : The elimination of disease-causing microorganisms that remain
after cleaning.

After items have been cleaned they can then be sterilized by one of two methods:

 Use of heat (typically 82.2 degree C) in mechanical dish or pot / pan washers and
(73.9 degree C) in manual wash sinks
 Chemicals such as chlorine or quaternary ammonium compound-based chemicals in
specified concentrations

Dish and pot / pan washing machines range from single rack units to conveyor-type
machines through which items to be washed can be continually fed. These machines have
controlled wash, rinse and sanitizing cycles of specified water temperatures and durations.

By contrast, manual dish wash and pot / pan washing sinks require at least three separate
sinks for these purposes. Most manual washing systems are designed to perform required
tasks in a left-to-right sequence.
Items to be washed can be placed on the soiled dish counter and can then be scraped and
rinsed before being placed in the wash sink. After cleaning with the proper detergent in
the proper concentration, items are then placed in the rinse sink and finally, in the
sanitizing sink. They are then removed to the clean counter where they can drain and air
dry before being or reused. Another sanitation precaution: don’t towel-dry. This principle
becomes easier to implement when the clean counter is of sufficient size (length) to hold
the number of items (racks) being washed at one time.

Drawing of Manual Dish and Pot / Pan Washing Sink

1 2 3 4 5

Soiled
dish(pot/pan)
counter with
disposer in
trough and
overhead
spray/rinse Sanitized sink Clean dish
attachment (pot/pan)
Wash sink Rinse sink counter

Note: For illustration purposes only; not do drawn to scale

Furniture, Fixtures, and Equipment

Equipment including that used for food production and service must be cleaned according
to the manufacturer’s instructions. Basic tactics include using a clean cloth, brush, or
scouring pad and warm soapy water. Clean from the top-to-bottom (or from one side to
another) and then rinse with fresh water and a clean cloth. An approved chemical
sanitizing solution can be swabbed or sprayed onto food-contact service, and areas should
be allowed to air dry before further use.

Hand-washing facilities must be conveniently located and continually stocked with liquid
or powered soap.

OTHER SANITATION ISSUES

Chemical Hazards
Food can also be contaminated by chemicals. Toxins can be found in shellfish and
mushrooms.
Examples of manmade chemicals that cause foodborne illnesses.
Some colorings in fruits and vegetables such as maraschino cherries may also cause
illnesses/allergies.

Pesticides are applied to many fruits and vegetables to protect them before harvest.
Residues may remain on these products when they reach the restaurant and proper
washing is a “must”.
Other chemicals including those used for facility and equipment cleaning and sanitizing
sometimes get into /onto foods and can cause serious illness and even death. Storing
cleaning items away from food products carefully labeling of items and using them
according to the manufacturer’s instructions are among tactics to minimize risks from
using these items.

Chemical poisonings can also occur if foods are stored / processed in inappropriate
containers, such as those made from cadmium or galvanized metals.

Physical Hazards
Foods can be contaminated with physical hazards which can cause illness, injury and
sometimes death.

Physical hazards (foods): Foreign objects in food such as glassware and metal shavings
that can cause illness and injury if they are consumed.

Examples of physical hazards include glass fragments (from glassware broken around food
and / or in food preparation areas), metal shavings (from can openers), wood splinters
(from toothpicks / skewers used in food production), human hair labels from food
containers and stones or rocks which may be found in bags of rice, beans, and other
grains.

Food handlers must process foods safely, carefully inspect products being produced, and
should not wear unnecessary jewelry which can be “lost” in food while it is being
produced.

Pest Control Hazards

Pests including rats, mice flies, and cockroaches, carry disease-causing bacteria and can
cause food contamination as they move about food preparation areas and onto food
ingredients. They to reducing problems caused by pests involves prevention.

Finally it is important to use a pest control program to eliminate those that have entered
the restaurant. Food should be stored properly and garbage should be promptly removed
from food preparation areas and should be kept covered until removal on a regularly-
scheduled basis. All areas of the restaurant should be regularly cleaned and tight-fitting
screens, doors, and / or air curtains can help prevent the entry of flying insects.

Proper housekeeping procedures can reduce problems of cockroaches, rats and mice
infestation. Cracks small holes, and other areas where these pests can enter must be
discovered and concealed. Incoming foods / supplies should be checked at time of
receiving for signs of infestation as should the restaurant’s own storage areas.

An integrated pest management program (IPMP) is recommended which involves a five-

step effort of:

 Inspection
 Identification
 Sanitation
 Application of pest management control procedures
 Evaluation of effectiveness with follow-up inspections
HACCP and THE MANAGEMENT OF SANITATION

HACCP ( Hazard Analysis Critical Control Points ): A practical system using proper food-
handling procedures along with monitoring and record keeping to help assure that food is
safe for consumption.

Procedures specified in the HACCP program were initially developed for the US space
program to protect astronauts who on their flights into outer space, would lack medical
assistance desired in case of a foodborne illness. The system was later adapted by food
manufacturers who produced large quantities of food for distribution around the country
and the world. Many restaurant organizations have now adapted the system.

HACCP emphasis is on anticipating and correcting potential food safety problems before
they occur rather than on taking corrective actions after a problem arises.

The HACCP system incorporates the basics of microbiology (the study of factors which
help promote growth of microorganisms) and proper food handling procedures which
incorporate these “basics” into an on-going management and control system.

STEPS IN THE HACCP SYSTEM

1. Assess Hazards
2. Identify critical control points (CCP’s)
3. Define limits for each CCP
4. Monitor CCP’s
5. Implement corrective actions when critical limits are exceeded
6. Establish record keeping system
7. Verify success of HACCP System

Hazard (food contamination): Microorganisms, chemicals and physical objects which can
contaminate a food product.

Critical Control Points ( CCP ): Something that can be done in the movement of food from
the times of receiving to service which will help prevent eliminate, or reduce hazards to
persons consuming the food.

Critical control points are steps or procedures in the food handling process which are used
to control :

 Time
 Temperature
 Product acidity
 Receiving procedures relating to products including ready-to-eat foods if a
subsequent step in production will not prevent a hazard.

Examples of CCP’s include cooking, cooling, reheating, and holding hot and cold products
at the temperature which recognize the importance of the danger zone ( 5 to 60 degree C).
Of these, cooking and reheating relate to efforts to destroy harmful microorganisms. The
remaining three (cooling, hot food holding and cold food holding) involve efforts to prevent
or, at least to slow the rate of bacterial growth.

Fresh seafood and frozen ground beef become special concerns during the preparing step.
They are potentially hazardous foods and are treated carefully by production personnel
trained to handle these products. Note: In this restaurant, frozen ground beef is thawed as
part of the storage (refrigeration) process, and procedures are in place to assure that
thawing is done properly.
Concerns about fresh seafood during the preparing step include minimizing the time that
the product is at room temperature during cleaning and portioning. It is held in a
refrigerated unit in the work station until it is prepared for immediate service.

Ground beef is removed from the refrigerator after thawing at the time it is to be added to
the casserole dish. The casserole is baked and is then held at a temperature above 57
degree C until service. Any product that remains at the end of the meal period is not
reused.

When reviewing the holding step, you will note that fresh seafood is not a critical control
point. Why ? In this property, it is not held ! Fresh seafood fillets are only purchased for
use as an entre, and they are prepared to order for immediate service. By contrast, frozen
ground beef is an ingredient in a casserole dish, which is made using a batch-cooking
process after which proper holding temperatures are required.

Batch cooking: The preparation of food needed in large quantities in small volumes
(batches) rather than all-at-once to maximize food quality by reducing holding times until
service.

Critical limit ( HACCP Program ): Boundaries (maximum/minimum limits) which define the
extent to which a critical control point must be controlled to minimize risks of food borne
illness.

Casserole dishes containing the ground beef will need to be held at a temperature above
57 degree C until service as measured at frequent intervals by an accurate thermometer.

A cook on the serving line may check the internal temperature of a casserole dish every
fifteen minutes.

Holding temperature of a potentially hazardous food is below 60 degree C.

MANAGING FOODBORNE ILLNESS INCIDENTS

Let’s review the restaurant’s interaction with the guest(s):

 Obtain information about the complainers (complainants) and the restaurant visit
in question: gather information such as the complainants’ name, address, and
telephone number and the date and time of the visit to the restaurant.
 Determine all possible information about the incident: what occurred ? what
exactly was consumed ? What were the symptoms that suggest it might be food
borne illness ? how long after visiting the restaurant did the illness symptoms
occur? Were there other persons in your party ? did they become ill ? (if a
physician has not been contacted, urge the guest to do so). Did you take leftovers
home ? did you eat any other food between the time of your visit and the outbreak
of the illness ? our list of questions can continue; our point is the need to
determine all possible information relative to the alleged incident.
 Maintain records. Make careful notes of all conversations with the guests including
the time of the conversations.