Opening Page

Acknowledgem
ent
Our group would specially like to give thanks to our
Cookery lecturers who have provided us with the
guidelines and necessary resources to help form the
basis of this project. The group worked well together
collecting information from many of the reputable
chain hotels and individual ones as well and the
Ceylon Tourist Board for helping to form standards
and rules and regulations that properties must abide
with.
 Introduction
The Hospitality Industry finds itself increasing in population
with the number of tourists traveling round the world and the
number of hotels, ranging from the guest house to the 3 star up
to the 5 star hotels. This industry is highly profitable and also
helps people improve their relationship with the public. We too
have decided to move into the bigger sea and invest in opening
a new hotel. Since we are cookery students, we have
undertaken the task of designing a moderate kitchen for our
hundred room hotel.

As you know, the world of manual labor is increasingly

becoming more and more costly to hire and manage, thus, we
have decided to step into the 21st century and take hold of the
modern technology to help reduce the manpower required and
also to make operations much more smoother and more
standardized.

The use of equipment and the manpower that can fit into our
human resources budget is not the only focus of designing the
kitchen, following hygiene and safety precautions is very
important. There are many institutions and organizations that
make sure food and beverage outlets keep the production area
clean. To make sure that this also became a standard, they
have formed the Hazard Analysis Critical Control Point.
Different types of kitchens
There are different types of kitchens, each one designed to
fulfill requirements that enable an operation to carry out its
job, for example, a small school cafeteria will require just two
cooks, three at the most and a few service staff for the food that
is cooked is done in bulk and is meant for children and is to be
eaten in a span of 15 minutes to half an hour.

While a restaurant will require more staff and a larger

workspace to fulfill the demands of its maximum capacity of an
average of 50 to 300 pax whilst a large five star kitchen will
need the full workforce that of staff and sophisticated
equipment to successfully cater to hundred and fifty plus
rooms as well as its many restaurants.

The kitchen we will be designing is one for a full fledge five

star kitchen will the latest technology in equipment due to the
increase in costs of labor and the ever decreasing skilled staff.
Points to be considered when planning a
kitchen.
Equipment

• Fittings
• Heavy
• Light
• Semi- Manual/ Automated
• Smooth operation

For smooth operation

• Try experienced trained employees

• Usage of modern equipment will help reduce manpower

• Pre-prepared (convenient) foods and drinks.

• Use a suggestion box

• Communication and meeting every one month

• Conduction classes for all employees

 • Checking/repair all equipment twice a week

• All employees have to follower a roster

• Use of regularly updated notice board

• Supplying necessary knife and tools for employees by hotel

• Try to conduct programs for their motivation

Manpower
Equipment helps reduce Manpower in the kitchen.

Doughsheeter  for folding bakery, pastry, dough eg. Puff pastry,

pasta dough, sugar and pie pastes

Potato Peeler

Vegetable preparation machine

Different size and different cutting styles of vegetable

Bread roll divider

Pako Jet machine  mixing, chopping, blending. Every manual

job done within 2 minutes

Ice Cream machine

Hot dog machine

Prooving cupboard
 Microwave ovens

Hot cupboard

Dishwashing machine

All-purpose machine

Bread slicer

Blender

Gum machine –

Bone Saw machine

Automatic KOT display

Vacuum packing

Bain Marie & Griddle /Dosa Plate Silver Carrier

Service Counters
Hot Food Trolleys Six Burner Cooking
Range

Boiling Pans Hot Cum Display Single Deck Oven

Cases
Bulk Cookers Ice Cream Parlour Steam Boiler
Butchery Boy Idli Steamer Sterlizers
Chapati Plate Cum Industrial Ovens Stock Pot Stove
Puffers
Chinese Cooking Insect Killer Storage Racks & Pot
Range Racks

Convection Oven Juicer Wet Graingers Tandoors

Cooking Ranges & Tea Boiler

Stoves

Cooking Vessels, Pot & Meal Trays & Tumblers

Pans

Cooling Rack ( Mobile ) Meat Mincer Tea Coffee Dispensers

Counter Top Frier Open Top Bain Marie Tea Snacks Service
Trolley

Cutlery, Crockery & Oven With Prooving Tea Urns

Glassware Chamber

Deep Fat Frier Pantry Station Tea, Snacks Service

Trolleys

Deep Freezers & Pastry Trolley Three Burner Cooking

Refrigerators Range

Dish Landing Table Pizza Dressup Unit Three Sink Unit

Dish Washing Tilting Frying Pans /

Equipment Skillets

Display Counter Platform Truck Toasters / Salamanders

Double Desk Oven Pot Rack Tray Carriers & Meal

Trays
Dough Kneeding Potato Peelers Two Burner Cooking
Machines Range

Drink Mixer Potato Slicer Two Sink Unit

Egg Boilers / Idli Rack Under Counter

Steamers Refrigerator

Electric Cooking Range Rice Boilers & Bulk

With Oven Cookers

Espresso Coffee
Machine

Exhaust Hoods Roomali Roti Counter Water Cooler

Flambey Trolley Salad Trolley Water Stations

Food Processors Salamander Handwash Units

Four Burner Range Sandwich Griller Wet Grinders

With Oven

Four Door Refrigerator Scrub Sinks Work Table & Sinks

Hygiene
Before designing a kitchen, one of the most important
things to remember is kitchen, food and personal
hygiene. This is not just a safety feature but now is
one of the rules and laws of countries around the
world. In the following we will see how we can
implement hygiene into our production.

Bacteria and germs are the cause of all physical

illnesses. By preventing these microscopic creatures
we can prevent, if not eliminate, such threats.

Cross contamination is easily achievable, so the chefs

must take precautions when handling and storing
different types of food.

Using safe chemicals, like sanitizers, to clean work

surfaces, one can also prevent such outbreaks.
The aim of food hygiene is to ensure a clean and safe,
food supply. One that is not free only from visible
contaminants but also from invisible ones.

Food Safety Basics

There are many diseases going around nowadays and these have
increased due to the increasing number of people traveling and
pollution that helps to grow the range of infectious diseases.
Keeping clean not only helps stop the spread of these infectious
diseases but also gives a sense of attraction to a place that will
definitely draw more customers to a place due to man’s need to be
clean. True, the previously mentioned equipment will make
recipes and outcomes much more standard and will quicken the
process speed but it will not help in keeping a place clean. For that
human supervision is required and all staff must undergo intensive
training to learn this.

The high price of food borne illnesses

The price of food borne illnesses is very high, indeed. If there is an
outbreak, many will fall sick and some will die. There seems to be
only one institution that will benefit from all this, hospitals. But
we, as hoteliers are to lose greatly and most indefinitely.

Weighing the risks

We could keep food on the shelf longer to reduce spending. We
could defrost meats and seafood by keeping them outside to save
time or even together to reduce use of space. We could even not
clean floors and work surfaces to reduce manpower and eventually
save money by reducing labor, but if all this leads to closing down
an operation, is it really worth it? It leads to legal action from the
government, private legal action by the affected customers, and
loss through bad publicity (just to name the least).

What makes food unsafe?

The most logical answer to this that we could see is ‘US’. Humans
have the power to make the food unsafe by not obeying what is
simply called common sense and the concern for others.

Safe food production and service

Is simply ‘VERY IMPORTANT’ not just to our customers, but also
to staff and to the rest of the human, animal and plant population.
Outbreaks of illnesses have been known to happen due to the
careless nature of humans. By instilling the knowledge of safe food
production and service (yes, hygiene should not only occur during
the making of food but also when it is served to the guests and also
after he finishes it.) How do we know what is safe and unsafe?
The next few topics will dwell into this matter to show you, the
reader.
Food Safety Guidelines throughout the food
service operation
1. Always use fresh produce (that is, meats, vegetables and
seafood)
2. Always keep equipment and cooking utensils free of dirt and
grease. Everything should be washed properly before and
after use with a mild detergent and rinsed well with hot water.
3. Work surfaces must be kept clean. Always use a Sanitizer.
4. Never keep food in the chiller for more than three days.
5. Always wear clean uniforms.
6. Always keep oneself clean by baths and proper handwashing
techniques.
7. Keep cutting tools clean and wash inbetween jobs.
8. Never smoke or bring any outside materials (rings, gloves,
clothes, watches) into the kitchen
9. Keep your hair short and facial hair fully shaven.
10.Visit a doctor once a month for a complete checkup.
Holding/Displaying food between preparation
and serving
Sometimes, food must be advertised before it can sell. This is
done by placing it in display counters. Never sell a dish that is
been used in the display counter, even if there is no more
ingredients to make another one for a customer. This dish has
been left out for a long time and is contaminated.

Never touch food with your hands, always use gloves.

Personal hygiene guidelines for employees

1. Have a shower at least once a day.
 2. Always change the clothes you wear every day.
3. Never wear jewelry or timepieces on you during the working
hours.
4. Have short hair.
5. Shave even if there is a slight growth of facial hair
6. Keep your fingernails short and clean
7. Wash your hands inbetween jobs.
8. See a doctor at least once a month to ensure you are disease
free.

Hand washing guidelines

This may sound simple but it must be done properly to ensure that
nothing will be able to spread around.

1. Use lukewarm water.

2. Wash both hands thoroughly together.
3. Use a mild detergent or soap.
4. Scrub well using fingers of both hands, and in between finger
joints.
5. Use a nail brush to scrub nails
6. Rinse well with lukewarm water.
7. Dry hands with a disposable paper towel, never with a duster
of a cloth towel that everyone may use.

What is HACCP?
Means ‘Hazard Analysis Critical Control Point’
Benefits of HACCP
One of the key benefits of HACCP is that it makes life easier. It is
difficult to keep areas, equipment and oneself clean so often but
the HACCP is a guideline that we follow to ensure that no part of
anything is missed. This is what makes it easier. By reading
through it step by step, not only do we know what area we have
missed but also why it is important to clean and the benefits of
cleaning.

Cleaning Guidelines of cleaning equip.

Floors and walls

Sweep  Hotwater detergent  Warm water, mop  disinfection

solution  Warm water (This process can be done closing down
the kitchen and beginning of shift). But floor must be given extra
consideration for cleaning at least 5 or 6 times a day necessary.

Deep freezer/ Chiller/ Cold room

Switch off moveable stuff  Sweep or wipe  Clean, detergent

solution  wipe wet cloth  use bleach solution cleaning 
allow to few minutes  rinse fresh water (2 times per day)

Oven  heat 60oc  oven cleaning solution  wipe with cloth

 fresh water with some vinegar and wipe.

Chopping boards  use of detergent, hot water. Finish with fresh

water and drain well after use.
All pots/ Pans/ spoons etc.  Soak in detergent water  hand
wash, scrub  hot water  drain.

Chopper/Slicer/Mincer/ Bonesaw  fittings dipped in detergent

solution, scrub and hand wash  hot water solution 
disinfection solution  clean hot water  allow to dry.

Kitchen Planning

Flooring (Tiles)

Choose tiling that is white in color without any design. This will
help in maintaining the cleanliness of it. If it starts to turn off
white, either clean it with a strong abrasive or change the tiles.
The same is said of using tiles on walls. This makes walls
washable and cleanable and replaceable.

Tiles should be made of ceramic and not a plastic stick on. This
makes it easier to maintain and keeps the floor slip-free.

Lighting
Lighting must be made bright and white. To help see better, to
reduce fatigue and to help notice dirt and stains before it becomes
too dangerous.

A good lighting is necessary so that people working in the kitchen

do no strain their eyes to see. Good lighting also helps to keep the
kitchen clean.

Advantage of lighting
 • Create a good working environment
• Improves the level of the vision of employees
• Helps to increase the productivity
• Kitchen can be cleaned well, thereby, minimizing spread of
bacteria

Ventilation
Adequate ventilation must be provided so that fumes from stoves
are taken out from the kitchen and stale air in the stores and
stillroom etc. is extracted. Good fresh air should be pumped to the
kitchen.

Advantages of ventilation.

• It improves the quality of the air you get.

• Workers do not feel lazy
• Working environment is not hot
• Productivity increases
Plumbing
• Adequate supplies of hot and cold water must be available
for keeping the kitchen clean. There must be hand washing
and dry facility and suitable provision of toilets, which must
not be in direct contact with any room in which food is
prepared .Hand washing facilities must also be available.
• Advantages
• Easy to carry out workers smoothly
o
• Bacteria can kill by hot water ± 60 c
Blueprints
The better the way a person walks the more easily he reaches his
destination.

By placing sections of the kitchen in certain areas, the work can be

done so much easier. The bakery next to the pastry, the substores in
an easily reached area, the ‘a la carte’ kitchen near the restaurant
service door to improve the speed of service by reducing the
distance walked by waiters.

Inter-section relationships benefit from this. The eye-contact

between staff that require each others skill and expertise make the
final product much more satisfying to the guest.

The following page shows the blueprint of our kitchen that we are
planning to construct.
Pest Control

What are pests?

Pests are any animal that harms our production. Rats, mice,
cockroaches, flies, etc.

These creatures themselves are not solely responsible for

destroying businesses. They carry germs, bacteria, and insects
smaller than the eye can see on to our food and pass it round by
touching, excreting waste matter and eating food items left lying
around. They are some of the major causes of death in man.

Where do they come from?

If we leave food out in the open and keep doors or windows open,
they can easily smell it and enter.
By bringing in foreign matter where they hide.
By staff who have not properly bathed or changed into clean
uniforms.

There are so many ways where they can enter into the premises to
infect.
How do we control them
The best way to control them is by preventing their entrance. To do
this we must make sure we never leave food outside on counters
for more than it is necessarily required.

We must remove and clean garbage bins when they are full or even
better, every two hours to prevent cross contamination.

By installing electric pest killers that draw the insects to it.

We could use poison, but should be very careful when handling it

for it may enter a dish. The cooks should never touch poison for
even if they wash their hands, they may never be fully rid of its
harmful effects which may be passed on to the unknowing
customers. The best way to do this is to call professionals who
know every risk of using pest prevention methods and the safe way
of using it in the catering industry.

Integrated Pest Management

Food Production

Work Flow

The definition of workflow is exactly as it looks. It is the flow of

work and in this case, the flow of work through the hospitality
industry. The term flow of work can range from work with a
lot of setbacks to that which is so efficient and effective.
Sometimes when the work flow is effective and efficient, lesser
staff can be employed because it is more hassle free.

The following paragraphs will show the workflow of one

production kitchen from the point of purchasing to the point of
consumption by customers.

All database in our hotel is computerized, with backup

compact discs made every two hours to ensure that if anything
goes wrong with our computers the system can be reset and the
work continued.

The storekeeper should have all records of their suppliers,

what they sell and how much they sell at, even if the prices or
suppliers change season to season, this must also be noted on
the database program.
An internet link to all suppliers will make the store’s operation
much quicker for then there will be no need to call the
suppliers by telephone one by one, although this can only be
done with the most commonly used suppliers.

Once the goods are delivered, a proper way must be used to

account for the items that go out from the stores. A bin card
must be used.

Below shows an example of the bin card.

Proper storage of items not only ensures that the supplies do
not become spoilt but if stored correctly a) the FIRST IN
FIRST OUT method and b) most commonly used items are
much more easier to reach, then the efficiency of workflow will
come about in a much shorter time.

The kitchen must make a market list everyday to inform the

stores of the necessary items that the kitchen will be
requisitioning for. If a special ingredient is required, then a
separate form must be filled and handed over to the stores at
least two days before the required date. A sample of the market
list is shown below and a special ingredients form along side.
Every form must include four spaces for signatures  the
person who requires the items, the executive chef, the financial
controller and the storekeeper.

Once the items are brought to the kitchen, dry items must be
properly placed, as mentioned previously like in the stores, in
the sub-stores and perishable items in the chiller or freezer.

A chef can prepare and store dishes as many as needed but this
can only be issued to the restaurant on presentation of the
KOT (Kitchen Order Ticket). This displays the date, time,
cheque number, name of waiter, number of guests and the
name of the dish. This is very important for accounts, so the
chef must collect this and store it carefully until the end of his
shift.

Below shows a sample of the KOT.

For smooth operation
Try experienced trained employees

Usage of modern equipment will help reduce manpower

Pre-prepared (convenient) foods and drinks.

Use a suggestion box

Communication and meeting every one month

Conduction classes for all employees

Checking/repair all equipment twice a week

All employees have to follower a roster

Use of regularly updated notice board

Supplying necessary knife and tools for employees by hotel

Try to conduct programs for their motivation

Energy Management

Another important detail to look over is energy. It does not

come free and everyday, we see the energy bills increasing and
increasing. Not using or not saving this properly will lead to a
major loss in profits and also a great damage to our
environment.

Energy we are looking at is Electricity, Water and Gas. Each

have its own specific uses and we can not do without a single
one.

Saving all three is very important and it helps keeps our profits
up.

By not using lights where it is not required or by switching off

lights after use, one can save.

By closing taps or using less water to wash, but it must be

properly washed.

By unnecessarily reheating food, which is not recommended as

the temperature will be ideal for bacteria to thrive in when it is
right for them.
Waste disposal is also part of a way of managing energy, but
this will be seen into in a later chapter.

The following are some internationally approved ways of

managing energy.

5 S System
 Why The Need For The Energy
Optimization Strategy (EOS)?

Facility Automation Systems are designed to

save energy but are rarely optimized for that
purpose.

Why not?
 First cost considerations usually sacrifice
long term operational efficiency.
 Few facilities are rarely re-commissioned.
 Generally accepted design concepts have
evolved and become more efficient since
original design.
 Changes are made to the facility and its use.
 Performance of complex HVAC systems
degrade without continuous commissioning
(tune-ups).

What is EOS?
EOS is continuous commissioning and more. It
is the application of Control Technologies’
proprietary software algorithms in order to
minimize energy consumption. We’ll also apply
good old fashioned common sense—making
sure equipment is operating correctly and
schedules are optimized, for example .

Why purchase a Mechanical or Controls PM contract?

Mechanical PM

 Peace of Mind —- The knowledge that should a

problem arise fast and competent response is just a
phone call away.
 Priority Response —- We offer a higher priority
response to those customers with a service
agreement.
 Documentation —- We provide complete
documentation of the contract services we have
provided along with a PM binder left on your site.
 Keep Your System Current —- We are available to
assist in planning mechanical upgrades or
replacements allowing you to take full advantage of
current technology.
 Maximizes System Efficiency — Simple things like
plugged filters or clogged coils can dramatically
affect the efficiency of your HVAC system.
 Reduces Operating Costs — With a service
agreement you are effectively time-sharing the right
amount of technician labor to keep your facility
operating at peak levels.
 Preferred Pricing — We offer preferred pricing for
 parts and labor (10% off our regular labor rates).
 Protects Your Investment — A system that is
allowed to deteriorate over time quickly loses its
value and effectiveness. With regular attention,
HVAC systems maintain their value through the
benefits they provide, such as an energy efficient
comfortable environment.
 Increased Up-Time — A system that is maintained
on a regular basis has fewer critical failures.

Why Choose Control Technologies?

Our Service Department is committed to maintaining the

highest level of satisfaction; customer service is our
specialty. Whether it is installing a brand new system or
cleaning and tuning up a boiler, you will find us to be the
most thorough and dedicated company. We are
experienced at servicing a broad range of HVAC
equipment such as:
o Rooftop Units o Hydronic Pumps
o Chillers o Cooling Towers
o Air Handlers o Data Room Air
o Variable Conditioners
Speed Drives o Energy
o Boilers Recovery Units

What does the Mechanical PM service include?

 Preferred Labor & Materials — The customer will be
advised of the defect. Subject to approval by an
authorized agent of the customer, work will be
performed on our preferred time and material basis.
 Emergency Labor — What this means is all of the
 necessary unscheduled emergency labor to
restore, repair, or replace the equipment on the list
of maintained equipment during CTI’s normal
working hours. Any material replacement will be
invoiced on a preferred pricing basis.
 Comprehensive Coverage — The labor and material
components and parts necessary to restore
covered equipment to normal operation. These
replacements will be of like or current design to
prevent system depreciation or obsolescence. All
work will be performed during CTI normal working
hours.
 24-Hour Coverage — This coverage includes back-
up emergency services for critical responses on a
7-day/week, 24-hour/day basis. Subject to approval
by an authorized agent of the customer, work will
be performed on our overtime preferred time and
material basis.

Controls PM

 Peace of Mind — The knowledge that should a

problem arise, fast competent response is just a
phone call away. We provide system backups which
prevents you from losing valuable data.
 Priority Response — We offer a higher priority
response to those customers with a service
agreement.
 Documentation — We provide complete
documentation of the contract services we have
provided along with a PM binder left on your site.
 Keep Your System Current — Our control PM
program includes software upgrades keeping your
system up to date and allowing you to take
 advantage of current technology.
 Maximizes System Efficiency — Calibration of
sensors and devices keeps your system operating
as it is designed to.
 Reduces Operating Costs — With a service
agreement you are effectively time-sharing the right
amount of technician labor to keep your facility
operating at peak levels.
 Preferred Pricing — We offer preferred pricing for
parts and labor (10% off our regular labor rates).
 Protects Your Investment — A system that is
allowed to deteriorate over time quickly loses its
value and effectiveness. With regular attention
building systems maintain their value through the
benefits they provide such as an energy efficient
comfortable environment.
 Increased Up-Time — A system that is maintained
on a regular basis has fewer critical failures. We’ll
analyze alarm histories and correct problems as
required.
 Remote Online Support — The quickest and most
cost effective way to solve minor system problems.

Why choose Control Technologies?

While controls are our specialty, we also provide a full

range of facility maintenance, repair and management
services. Recognizing that each customer has a unique
need, we will work with you to design a service contract
specifically geared towards your needs.

What does the Controls PM service include?

 Remote Online Support — The quickest and most
cost effective way to solve minor system problems.
 HVAC Performance Analysis — We review your
temperature control performance and adjust the
system as necessary.
 Calibration of Sensors and Devices — Keeps your
system operating as it is designed to.
 Alarm and Fault Review — We’ll analyze alarm
histories and correct problems as required.
 Software Upgrades — Keeps your software from
becoming obsolete.
 Control System Backups — Prevents you from
losing valuable data and system programs.
 Emergency Service — 24-Hour Emergency On-Call
Service available.
Waste Disposal System

Hotel owners and operators are analyzing ways to make changes in

operations to cut waste disposal costs, protect the environment and
increase guest loyalty. A few proactive hotel corporations have
mandated hotel environmental programs such as water and energy
efficiency and more recently, waste reduction and recycling.

Today leaders in the industry evaluate their environmental

practices including waste reduction and recycling. In the past, the
industry was satisfied to organize and manage an efficient waste
removal system, now they are challenged by changing methods
and costs of disposing of waste. Solid waste disposal systems must
be analyzed frequently due to escalating costs associated with
subtitle D landfills and increasing opportunities to recycle.

External forces are also impacting the way the lodging and
hospitality industries handle their waste. There is a steady
movement of “green consumerism” from hotel guests, businesses
and tourist related industries. Green consumers are asking
questions related to the hotel’s environmental practices including
waste handling, energy and water management, before selecting a
site for vacations and conferences. The travel industry also has
joined the movement and is developing a rating system for hotels
and resorts based on environmental practices. The hospitality
industry is being forced to join the “green movement” or loose
their market share of the “green consumer.”
Stewardship of natural resources and making business decisions
based on sound environmental practices have enabled certain
proactive hotel companies to tap into the ever increasing “green
consumer” market.

Each waste reduction program must be specifically designed to

accommodate the hotel’s procedures of operation, hotel activities
and structural design. This guide is intended to assist hotel and
motel management in organizing their waste reduction initiatives.
The Hotel and Motel Waste Reduction Educational Module is
available and includes:

Reducing Waste and Recycling in Hotels and Motels, a

Guide for Hotel Managers
How to Recycle in Hotel and Motel Kitchens, Offices,
Housekeeping and Conventions--
employee training videos (Sorted and Mixed Versions of each
department are on one tape).

Recycling Center Posters--posters for departmental recycling

centers.

Recycling Information --recycling instructions for employees to

use in their work stations
(English and Spanish).

The Waste Reduction Module is distributed at seminars and may

be obtained from:

Waste Reduction Recycling

Waste reduction includes all actions taken to reduce the amount
and/or toxicity of waste. It includes waste prevention, recycling,
cornposting and the purchase of products that have recycled
content or produce less waste.

Waste prevention is one of the easiest methods of reducing waste

and can be controlled at the time of purchasing products and
services. There is a direct correlation between what a hotel
purchases and what it throws away. In addition, all of the resources
and economic costs of materials, manufacturing, labor,
transportation, packaging, storage and disposal are wasted when a
product is discarded. Cornposting food waste and yard trimmings
can save a hotel money on hauling and landfilling fees. However,
cornposting is limited by land space at the hotel and/or availability
of commercial cornposting sites. Purchasing products made with
recycled content creates
outlets or markets for the materials collected in the hotel’s
recycling program. As such, procurement sustains the recycling
process and in turn, reduces the amount of waste going to the
landfill.

Benefits of waste reduction:

Savings through reduced purchasing costs, reduced waste disposal
costs, reduced energy consumption and pollution,
conservation of natural resources.

Recycling is the process by which materials, otherwise destined for

disposal, are collected and used as raw materials for new products.
Recycling prevents useful materials from being landfilled or
combusted, thus saving energy and natural resources.
There are three steps in recycling:
1) collecting the recyclable components of solid waste,
2) processing and manufacturing them into reusable products,
3) purchasing and using the products made with reprocessed
materials. Hotel recycling programs focus on collecting recyclable
materials from the hotel’s waste stream for recycling and
purchasing products made from recycled materials.
Benefits of recycling:

Reduces hotel waste disposal costs by diverting materials from the

landfill, possibly provides revenues through the sale of recyclable
materials, demonstrates a hotel’s commitment to environmental
protection to guests, businesses and employees.

Waste Reduction Guidelines for Food and Beverage

Waste Reduction Guidelines will assist hotel and motel food and
beverage managers in reducing the volume and toxicity of wastes
generated by the food service operations.
To successfully reduce waste disposal costs, conduct a
departmental audit to determine the types and volumes of wastes
generated for disposal. Plan your waste reduction initiatives by
targeting specific products or materials that contribute the greatest
volume and/or weight to your departments waste stream or which
create disposal problems.
Establish short and long term departmental goals for waste
reduction and implement appropriate waste reduction strategies.

Reduce Waste
Use reusable metal or nylon coffee filters.
Use only reusable dishes and flatware in restaurants and employee
cafeteria.
Install a magnet on food waste containers to recover silverware
accidently thrown away with food waste.
Use paper towel dispensers in employee rest rooms that control the
amount of paper being dispensed or use less than standard width
paper to reduce paper waste as well as litter.
Use filters in deep fryers to extend the life of cooking oil.
Distribute condiments, paper napkins, and straws upon request
instead of offering them self-serve for take-outs.
Replace individually wrapped condiment packages with bulk
dispensers in restaurants and employee cafeterias.
Use washable hats and aprons for kitchen employees instead of
disposable paper ones. Use only cloth napkins, tablecloths and
china for restaurants, meetings, and conventions.

Use stained wash cloths and towels for cleaning rather than paper
towels.
Redye tablecloths and napkins to match new color schemes when
remodeling; reuse worn table linens as cleaning rags or remake
into aprons, laundry bags, mattress covers.
Use glass or plastic coasters to reduce cocktail napkin waste.
Eliminate paper place mats and use cloth ones.
Reuse five gallon PVC buckets. Request fruits, vegetables and
meats to be packaged in reusable crates, or recyclable
boxes.
Purchase:

condiments in bulk and dispense the items in smaller, refillable

containers.
concentrate bar mixes; reconstitute and serve from reusable
containers.
dispenser beverages (i.e., juice, iced tea, hot chocolate) in
concentrate or bulk and pour into reusable serving containers.
milk in five (5) gallon dispenser bags delivered in reusable plastic
crates, rather than by the gallon. If milk is purchased by the gallon,
select recyclable plastic jugs, not waxed cartons.
frozen foods in bulk and store unserved portions in airtight
reusable food containers. Flours and grains in bulk and store
properly in reusable food containers. Draft beer in
returnable/refillable kegs to reduce the quantity of bottles and cans
requiring disposal.
carbonated fountain beverages in refillable cylinders and dispense
into reusable glasses. beverages with the least distribution
packaging.

The Central Recycling Center

The Central Recycling Center (CRC) is an area outside the hotel
where recyclable materials are stored until they are transported to a
processor. In larger hotels CRCs may be located in the dock or
receiving area.

Location

Consideration should be given to the location of the CRC. For

convenience, locate it outside the hotel near an employee service
exit. Easy access to the container(s) is needed for vehicles picking
up and transporting the materials. The CRC is usually located
outside the hotel because of the amount of space required for
containers. Odors, insects and rodents are also reasons for locating
CRCs outside. The hotel’s design, space limitations and vehicle
access may make it impossible to locate CRCs conveniently. Local
zoning ordinances may regulate the CRCs location. Visibility of
the CRC is a concern for some hotel management. They are
concerned with the visibility
of recycling equipment and stored materials creating an
undesirable appearance for the guests. However, guests are
expressing interest in preserving the environment and recycling is
one way for the hotel to create a positive environmental image.
Well kept CRCs that are visible to guests create a positive image
for the hotel. In areas with zoning restrictions CRCs can be
concealed with fences, walls or landscaping.
Equipment Equipment is needed in the CRC to prepare materials
and store them until they are hauled to the recycling materials
processor. Equipment usually found in the CRC are storage
containers such as a large recycling roll-off, dumpster and/or
portable 92-gallon containers. The type materials storage
container(s) needed depends on the available space, volume of
materials to be recycled and the requirements of the processor.
Hotels with food and beverage operations need a baler for reducing
the volume of cardboard created from food and drink packaging. A
large trash container for disposing of non-recyclables should be
placed in the CRC. If a trash container is not available,
nonrecyclable materials may be thrown into recycling containers or
on the ground.

Materials to be Recycled:
Aluminum Cans
Plastic Bottles (Type depends on what is accepted by your
processor )
Rules and Regulations of Law

It is not just the HACCP that governs us, but even the
individual laws of the country. Like taxes imparted upon the
hospitality industry to ensure that the customers are always
safe and also to ensure that the hoteliers are also safe from
some customers, one when it comes to the service offered and
the price that it is offered at and the other when it come to the
payment of bills.

There are laws on the import of meats and certain seafood to

guarantee freshness and that the product comes from a reliable
supplier.

There are laws to fine hoteliers when the premises becomes to

dirty or the rules start to go out of hand.

There are laws to say what can be done, what can not be done
and how to do it to make sure that every hotel is, at least,
running a standard form of service, but of course, the service
provided can excel over the standards if the hotel only wills it.
INTERNATIONAL
STANDARD
ISO
9004
Second edition
2000-12-15
Reference number
ISO 9004:2000(E)
© ISO 2000

Introduction

0.1 General

The adoption of a quality management system should be a

strategic decision by the top management of an
organization. The design and implementation of an
organization's quality management system is influenced by
varying needs, particular objectives, the products provided,
the processes employed and the size and structure of the
organization. This International Standard is based on eight
quality management principles. However, it is not the intent
of this International Standard to imply uniformity in the
structure of quality management systems or uniformity of
documentation.
The purpose of an organization is — to identify and meet the
needs and expectations of its customers and other
interested parties (people in the organization, suppliers,
owners, society), to achieve competitive advantage, and to
do this in an effective and efficient manner, and — to
achieve, maintain, and improve overall organizational
performance and capabilities.
The application of quality management principles not only
provides direct benefits but also makes an important
contribution to managing costs and risks. Benefit, cost and
risk management considerations are important for the
organization, its customers and other interested parties.
These considerations on overall performance of the
organization may impact — customer loyalty,
— repeat business and referral, — operational results such
as revenue and market share, — flexible and fast responses
to market opportunities, — costs and cycle times through
effective and efficient use of resources, — alignment of
processes which will best achieve desired results, —
competitive advantage through improved organizational
capabilities, — understanding and motivation of people
towards the organization's goals and objectives, as well as
participation in continual improvement, — confidence of
interested parties in the effectiveness and efficiency of the
organization, as demonstrated by the financial and social
benefits from the organization's performance, product life
cycle, and reputation, — ability to create value for both the
organization and its suppliers by optimization of costs and
resources as well as flexibility and speed of joint responses
to changing markets.

0.2 Process approach

This International Standard promotes the adoption of a

process approach when developing, implementing and
improving the effectiveness and efficiency of a quality
management system to enhance interested party satisfaction
by meeting interested party requirements. For an
organization to function effectively and efficiently, it has to
identify and manage numerous linked activities. An activity
using resources, and managed in order to enable the
transformation of inputs into outputs, is considered as a
process. Often the output from one process directly forms
the input to the next. The application of a system of
processes within an organization, together with the
identification and interactions and managing of these
processes can be referred to as the “process approach”.

An advantage of the process approach is the ongoing control

that it provides over the linkage between the individual
processes within the system of processes, as well as their
combination and interaction.
When used within a quality management system, such an
approach emphasizes the importance of
a) understanding and fulfilling the requirements,
b) the need to consider processes in terms of added value,
c) obtaining results of process performance and
effectiveness, and
d) continual improvement of processes based on objective
measurement.
The model of a process-based quality management system
shown in Figure 1 illustrates the process linkages presented
in clauses 4 to 8. This illustration shows that interested
parties play a significant role in defining requirements as
inputs. Monitoring the satisfaction of interested parties
requires the evaluation of information relating to the
perception of interested parties as to whether the
organization has met their requirements.

0.3 Relationship with ISO 9001

The present editions of ISO 9001 and ISO 9004 have been
developed as a consistent pair of quality management
system standards which have been designed to complement
each other but can also be used independently.
Although the two International Standards have different
scopes, they have similar structures in order to assist their
application as a consistent pair.
ISO 9001 specifies requirements for a quality management
system that can be used for internal application by
organizations, or for certification, or for contractual purposes.
It focuses on the effectiveness of the quality management
system in meeting customer requirements. ISO 9004 gives
guidance on a wider range of objectives of a quality
management system than does ISO 9001, particularly for the
continual improvement of an organization's overall
performance and efficiency, as well as its effectiveness. ISO
9004 is recommended as a guide for organizations whose
top management wishes to move beyond the requirements
of ISO 9001, in pursuit of continual improvement of
performance. However, it is not intended for certification or
for contractual purposes.
For further benefit to the user, the basic content of the ISO
9001 requirements are included in boxed text following the
comparable clause in this International Standard. Information
marked “NOTE” is for guidance in understanding or
clarification.

0.4 Compatibility with other management systems

This International Standard does not include guidance
specific to other management systems, such as those
particular to environmental management, occupational
health and safety management, financial management, or
risk management. However, this International Standard
enables an organization to align or integrate its own quality
management system with related management systems. It is
possible for an organization to adapt its existing
management system(s) in order to establish a quality
management system that follows the guidelines of this
International Standard.
 Conclusion

The Kitchen now designed with all modern

technology available is completed and when put
into action will be highly successful. We have
taken all precautions into making sure that this
operation is very hygienic and that safety features
are all met. Although the staff count is low, they
are highly skilled in the operation of machines,
hygiene and, especially, food preparation. We do
hope that this is highly informative and will
recommend our ideas to the hotel industry upon
presentation.

Thank you