- 13.1 Introduction
- Part of the job of any restaurant manager is the health and safety of the patrons. The government has specific guidelines that restaurants must follow to ensure the well-being of customers, and not following these guidelines could not only ruin your career, it could also make someone very sick or even be deadly. This module will lay out the best practices and guidelines, when available, that focus on health and safety in a restaurant. Following these best practices could truly make or break your restaurant management career.
- 13.2 Food Poisoning
- If you ever hear anything extremely negative about a restaurant, it usually falls into one of two categories. The first is cleanliness, the second is food poisoning. Food poisoning is a very serious condition, and even the best outcome of food poisoning is nausea, vomiting, abdominal pain and an overall feeling of weakness and malaise. In other words, it is not pleasant. There are three main germs that cause food poisoning: E. coli, campylobacter and salmonella.
- E.coli
- E.coli is a bacteria which is found in about 44 percent of all cattle, but it can also be found in ground lamb, unpasteurised milk and products made from unpasteurised milk. Healthy people can fight this bacteria in many cases, but people who are young, old, pregnant or immunocompromised may not. Ground beef is a common sources of E. coli, though any type of beef may carry the bacteria.
- Fortunately, the bacteria can be killed through the cooking process. The government recommends that beef should be cooked to an internal temperature of 70 degrees C and held at that temperature for about two minutes. As a restaurant manager, it is your responsibility to ensure that your staff takes this into account, and that they should not be fooled by a dark or burnt exterior. In other words, a burger might be dark and cooked on the outside, but cool and pink on the inside, which is dangerous.
- In addition to finding E. coli in beef, there have also been cases where people who have eaten fruits and vegetables have contacted the bacteria, as the food was not washed well enough after becoming contaminated with manure from infected cattle. This occurs during the growing process, where manure is used as a fertiliser. Soft vegetables, such as lettuce, are very hard to clean when E. coliexists, which could be troublesome for restaurants that serve a lot of salad or other vegetable heavy entrees. It is also possible to find E. coli in water, as it may come in the run-off from fields where cattle graze.
- Campylobacter
- More than 280,000 cases of food poisoning each year occur in the UK due to the campylobacter bacteria, and causes approximately 100 deaths out of those cases. Additionally, it costs the UK about £900 million annually to treat these cases. About four out of every five cases of food poisoning due to campylobacter are caused by contaminated poultry, but the bacteria is also found in un pasteurised milk, red meat and untreated water. Though campylobacter does not typically grow on food, it spreads easily and only a few individual bacterium are required to cause illness.
- Salmonella
- Most people have heard of salmonella, as it, too, is a common cause of food poisoning. The salmonella bacteria lives in the guts of farm animals and it can affect eggs, meat, milk and poultry. Additionally, other foods, such as green vegetables, shellfish and fruit may become contaminated with salmonella through contact with sewage or manure in the soil. Storing raw and cooked foods together can spread salmonella, and even pets, such as terrapins and tortoises may carry the bacteria. There are even cases of salmonella being found on cats, dogs or rodents that are kept as pets. It is not possible to tell if a food is infected with salmonella, as it will look, taste and smell normal. Salmonella can be spread by poor hygiene and not washing the hands.
- FACT
- Each year 1 out of 6 people get sick from food-borne diseases
- Source: eatright.org
- 13.3 Preventing the Spread of Bacteria that Causes Food Poisoning
- In a restaurant setting, it is imperative that you ensure that all work surfaces and equipment for raw and cooked food are separated from each other, as it is very easy to transfer bacteria from raw to cooked food. Labelling and identifying these areas is recommended. Equipment, such as slicers, vacuum packing machines and mincers, should not be used for raw and ready-to-eat foods during normal business hours. If you want to use a machine on both raw and ready-to-eat foods, it must be fully dismantled and all surfaces cleaned and disinfected. Other restaurant equipment that can be used for both types of food include mixers, scales and temperature probes, with the understanding that they must be disinfected between uses. Hands should be washed after handling raw food, and only official disinfectants that fall under recognised standards should be used.
- 13.4 The Importance of Sanitisation in Restaurants
- One of your most important jobs as a restaurant manager is to ensure that the kitchen is sanitised. Sanitisation is defined as developing and applying sanitary measures for the good of public health. Simply, this means that when a customer enters a restaurant, the conditions must be at a high enough standard that they do not get ill from eating the food. In food service, sanitation means that the food is handled in a way that is hygienic, and that food handlers do not contaminate the food. In addition, sanitation refers to the visual part of the restaurant, as even if the food is free of disease, a guest will still perceive that a restaurant is dirty if they see debris on the floor or notice that the restroom is not well-kept. In some cases, any positive impression that a customer has about a restaurant can be ruined in a moment due to the physical conditions. Again, it is your responsibility as a restaurant manager to ensure the front of the house and restrooms are just as clean and hygienic as the kitchen area. One of the best ways to do this is to see sanitation as a proactive task, and not a reactive one. This means that you want to prevent poor sanitation from the start, not clean up mess that occurs from poor planning and training. To a guest, the staff, including yourself, are a physical representation of the restaurant, so it is also important to look neat and tidy, as a diner may see a waiter who is dirty and assume that the kitchen and staff are also dirty. It does not matter if the guest is right or wrong, they are the customer and the customer is always right. If you want your restaurant to stay in business, put cleanliness and hygiene before everything else.
- 13.5 Utilising Good Food Hygiene
- When you follow good food hygiene, you are also obeying the law, reducing the risk of food poisoning and protecting the reputation of your business.
- Good hygiene is about controlling bacteria, and you can easily remember this by thinking of the 'Four-C's'
- Cross-contamination.
- Cleaning.
- Chilling.
- Cooking.
- Cross-Contamination
- Cross--contamination occurs when bacteria is spread from one surface to another. This surface may be food, equipment or even the hands.
- Cross-contamination causes many cases of food poisoning, but it is preventable with the following actions: Clean and disinfect all work surfaces and equipment before preparing food. You should also then clean and disinfect after preparing raw food. Use different equipment for raw poultry/meat and ready-to-eat food unless high heat will disinfect the equipment between uses, such as putting it into the dishwasher. Always wash hands before preparing food and after touching raw food. Keep ready-to-eat and raw food apart, and use different equipment and machinery for the preparation of this food. Store ready-to-eat food above raw food in the refrigerator, or if possible, store them in separate refrigerators. Have separate working and storage facilities, staff and clothing when handling raw and ready- to-eat food. Separate cleaning materials, such as sponges, cloths and mops, should be used in areas wherenready-to-eat foods and raw foods are prepared. Make sure all staff is trained on cross-contamination procedures.
- Cleaning
- Effective cleaning gets rid of all bacteria on surfaces, hands and equipment. To ensure harmful bacteria does not spread onto food, do the following:
- Ensure that all staff wash and dry the hands before handling any food.
- Clean and disinfect the food area and equipment between tasks, especially when handling raw food.
- Clear and clean any spilt food or used equipment as you work, and ensure all surfaces are thoroughly clean with disinfectant.
- Use cleaning and disinfecting solutions that are suitable for each job, i.e. use floor cleanser for floors, not for cleaning knives.
- Chilling
- Ensuring that food is chilled correctly will help to stop bacteria from growing. Some foods must always be chilled to ensure it is safe, such as prepared desserts or salads, ready-to-eat food and cooked dishes. It is extremely important to not allow this food to sit at room temperature for too long.
- Here are some guidelines for chilling:
- Check all chilled food when delivered to ensure it is cold enough.
- Store chilled food in a refrigerator as soon as it arrives at the kitchen.
- Cool cooked food quickly, and then put it into the refrigerator.
- Keep food chilled as much as possible during the preparation process.
- Check the temperature of the refrigerator regularly to ensure the temperature is cool enough.
- Cooking
- Cooking food thoroughly ensures that harmful bacteria within the food is killed, so it is extremely important to ensure that the food is cooked at the right temperature and for the right amount of time. When reheating food, it is also important to make sure that it is steaming throughout. All pork, poultry, rolled joints or products made from minced meat, such as sausage or burgers, requires more caution, as bacteria is often found in these foods. These foods should be steaming throughout, and should not be rare or pink when served. However, whole cuts of lamb or beef may be served rare or pink as long as they are sealed on the outside.
- 13.6 Cleaning Required in the Kitchen and Restaurant
- Cleaning of any restaurant should be done in two stages. First, a cleaning product that meets government safety standards must be used to remove all of the visible dirt, mess and debris from equipment and surfaces, and then the areas must be rinsed. The second step is to disinfect the area. The only cleaning products you should ever use in a restaurant are those with BS EN 1276 or BS EN 13697 standards for disinfection. Each disinfectant will have a certain dilution level and contact time associated with it, and some require rinsing with fresh water. Keep in mind that chemical disinfectants will only work if the surface has been thoroughly cleaned to remove grease and dirt. Cleaning chemicals can be dangerous, so ensure that you and your staff use them correctly.
- High-Priority Cleaning
- Some cleaning of the restaurant is always high-priority cleaning. For instance, you should ensure that areas people touch often, such as work surfaces, switches, door handles, telephones, taps, cash registers and can openers are all cleaned regularly, and at least once a day at a minimum. It is also important to allow surfaces to dry naturally, if possible, as it helps to prevent bacteria to spread back to the cloth or towel used for drying. Cleaning the refrigerator is another high-priority focus, and even if the appliance does not contain much food, it should be washed and disinfected regularly. During the cleaning process, transfer the food to another refrigerator or place it in an area that is cold enough to keep it fresh. If food is left at room temperature, it could promote the growth of bacteria.
- Also, make sure when cleaning dishes, another high-priority cleaning task, that you use a dishwasher. The dishwasher should not be overloaded, and it should get regular maintenance and service. Dishwashers clean and disinfect at high temperatures, so it is a good way to lessen the chance of spreading bacteria. If you do not have a dishwasher, you should have your staff wash all equipment in hot soapy water using a diluted detergent. All food, dirt and grease should be removed before cleaning and then the equipment should be immersed in the water. Again, allow the equipment to air dry as to not transfer bacteria.
- Other Cleaning
- Items that do not touch food do not require as much cleaning as items that do touch food. However, that does not mean that these items should not be cleaned effectively. Cleaning areas such as floors should still be done once a day, however, to prevent the build up of bacteria and dirt. It also removes any food that has fallen on the floor, which may attract pests, such as cockroaches or mice. If there are areas that are difficult to get to, you may wish to consider hiring a contract cleaner.
- 13.7 Pest Control in a Restaurant
- Pest problems is another responsibility of a restaurant manager, and this can not only cost you money when it comes to food costs, it can also cause damage to the building, furniture and may even cause disease. If customers find out a restaurant has a pest problem, it can also cause the restaurant to develop a reputation of being dirty. By law, it is a requirement that a restaurant proves that they have done all they can to prevent pests from entering food preparation or storage areas. Pests may contaminate your food, can leave droppings and nesting materials, all of which may spread disease.
- Rodents
- Mice and rats can easily get into a restaurant, and they love the environment with all of the food around. However, they can cause serious health problems and can do a lot of damage. Mice and rats also carry fleas, ticks and mites, as well as viruses and bacteria including E. coli, salmonella and may also cause tuberculosis. Rat urine may also contaminate food, which may cause leptospirosis, which causes flu-like symptoms and may cause kidney failure and jaundice, and in serious cases, may cause death.
- Cockroaches
- Cockroaches are also commonly found in restaurants, and they can carry germs that cause food poisoning and eat almost anything, including faece's. Cockroaches can spread diseases, such as polio, dysentery and typhoid, and they like damp, warm and dark conditions. The most common cockroach in the UK is the German cockroach, a brownish-yellow insect with dark stripes on the body. It is usually around 10 to 15 millimetres long.
- Flies
- A fly will cause contamination when it lands on equipment, food or a work surface. Flies will carry diseases, such as typhoid, salmonella, parasitic worms and cholera. Anytime a fly lands on a surface, there is a chance of these germs spreading.
- Wasps
- A wasp will fly a long way to find what it needs, so it can be difficult to locate a nest in order to solve the problem. Wasps carry bacteria on the legs, which contaminate food when they land.
- Ants
- Common garden ants do not necessarily carry disease, but they can enter the premises and contaminate foods. However, there are some ants, such as the pharaoh ant, that do carry disease.
- 13.8 Take Action Against Pests
- Instead of waiting for pests to get into your restaurant, it is best to be proactive and prevent the pests from getting in there in the first place. Controlling pests begins on the outside of the building. You should ask yourself what is that the pests are looking for and what attracts them to your restaurant. Remove the things that they may be attracted to, such as rubbish. Remember, as the restaurant manager, it is your responsibility to look for signs of pests and to seek out assistance, if necessary.
- 13.9 Pest Control Professionals
- Having pest control professionals ready to combat these pests is an excellent idea. Make sure to look for professionals with these services:
- Specialise in protecting food premises.
- Service contracts for insectocutors.
- Efficient call-out emergency services.
- You should also only work with a company that is registered with a recognised trade body, such as the British Pest Control Association. A good pest control contractor will point out any potential problems, check and report results and carry out all of the work.
- Your Building
- The layout and design of the restaurant should help to prevent all pest contamination. Remember, a pest can get into the building in many ways, from an open window or door to a broken drain or through the eaves of the roof. Once they get into the restaurant, they tend to settle into cupboards, holes and behind wall cladding. Check these areas regularly, and close gaps under doors with rubber strips or brushes. You should also seal any gaps under cables or pipes, and if it is necessary to leave a door or window open of ventilation, make sure to place a fly screen over these areas. Make sure the building is in a tidy and clean condition at all times. Fix all dripping taps and keep all unused equipment and materials in areas that are protected from pests. Keep a cleaning schedule that includes the washing of all ceilings, walls, doors and windows. Also make sure to move freezers, fridges and ovens to clean underneath.
- Managing Waste
- Make sure that you store waste bins away from the outside wall of the building, and you should ensure that there is enough storage to store waste under a tight lid. Mice and rats easily can get into a bin bag, so do not simply leave the bags outdoors.
- Staff
- Teach staff the signs of pest activities, and if any staff member sees dropping or smears around the bottom of the walls, shelves or surfaces, they should immediately report it. If you do see signs of pests, you should make sure to contact a pest-control contractor as soon as possible, and stop preparing food until the pest issue is taken care of, and all equipment has been thoroughly cleaned and disinfected.
- 13.10 Developing a Health and Safety Policy
- By law, specifically the Health and Safety at Work etc. Act 1974, if a restaurant has more than five employees, it is a requirement to have a health and safety policy. This policy must be available for staff to regularly look at and review. This health and safety policy must include a statement that will say how your restaurant will manage all of the safety and health responsibilities. For instance, you will need to show how your restaurant will manage all health and safety responsibilities.
- Examples to add to this include:
- Controlling all health and safety risks at work.
- Ensuring that all employees are involved in any health or safety issues that affect them.
- Ensuring that all work areas and equipment is safe to operate at all times.
- Making sure that all dangerous chemicals are used safely and stored away.
- Stating that all employees, especially new ones, have all of the information they require on health and safety issues.
- Training and making sure that all employees do their jobs correctly.
- Attempting to stop work-related health problems and accidents.
- Checking to ensure that working conditions are healthy and safe, and regularly reviewing the policy and making changes as necessary.
- Responsibilities of Employees in a Health and Safety Policy
- You also want to list the people who are responsible for specific jobs when writing a health and safety policy. For instance, the overall responsibility for health and safety issues in the restaurant usually falls to a management committee. The daily responsibilities for health and safety issues usually falls to you, the restaurant manager.
- You will also need to assign people the following duties, and people can take more than one duty:
- Emergency Evacuation - In the case of a fire or other emergency, your restaurant will need to be evacuated. This person must also take on fire risk assessments and implement emergency procedures when necessary. Special training may be required for this role. Health & Safety Induction - This person will take on the task of training and informing new staff members about the health and safety policy. Health & Safety Risk Assessment - The person who takes on this role must perform risk assessments, which must be recorded. This person must also go under training in most cases.
- Employee Representative - An employee representative will be the contact person for employees to contact directly about the health and safety policy. First Aider - The person who serves as the first aider must have a stocked first aid box, provide information for staff concerning arrangements for first aid, and someone to take the lead role when first aid is required. Accident Recorder/Investigator/Reporter - If there are more than 10 employees in your restaurant, you also must keep an accident book. Keeping these records will help you to identify patterns in injuries and accidents.
- There are templates available for those who are writing their health & safety policies on their own, or there are people and organisation's that will write these policies for you.
- 13.11 Burn Hazards In a Restaurant
- It is no surprise that there are a number of burn hazards when running a restaurant. Not only do you have to keep your employers safe, you are also responsible for the safety of your customers. All employees that work around hazardous chemicals or hot equipment, such as ovens, are in danger of suffering a burn. Because of this, it is important that restaurant managers understand these dangers and take steps to minimise the instances of burns.
- There are a number of ways that people may get burned at a restaurant:
- Hot Oil - The number one cause of burns in a commercial kitchen is hot oil from fryers or fry pans.
- Hazardous Chemicals - Using hazardous chemicals without diluting them correctly may cause chemical burns.
- Steam - Steam that is escaping from steamers or automatic dishwashers may cause serious burns.
- Inexperience - Workers who do not have the proper training or experience may cause burns to themselves or others simply due to inexperience. Hot Plates - Servers are at risk of burns when carrying hot plates or picking up plates that were stored under heat lamps.
- How Employees Can Protect Themselves Against Burns
- Though it is the responsibility of the manager to ensure employees have the proper training, equipment and safety supplies, it is the responsibility of the employee to use this equipment safely. The following list contains some tips on how restaurant managers should tell both front-of-the-house and back-of-the-house employees: Front-of-the-house employees should wear shoes with closed toes to protect the feet from spills, and should always use serving trays when carrying a hot plate. Caution should be used when handling plates that have been sitting under a heat lamp or strip. Front-of-the-house employees should also make sure that they do not reach over tables, especially those that have candles. Also, if serving hot beverages, such as coffee or tea, extra caution should be taken to protect against scalding.
- Back-of-the-house employees should always use oven mitts when handing hot dishes, pots and pans. They should also wear gloves when using chemicals. People should also turn any cookware handles to the centre of the range. It is also important to use the correct utensils when handling good, and to not drop food into the fryer from a distance, as this may cause the oil to splash out and burn the skin.
- Back-of-the-house employees must also stand to the side when opening any steamer or oven, as a burst of steam or hot air can burn the employee. When working with steamers, open the top first, with caution, and then the bottom. You should also encourage employees to crack the dishwasher door a bit before opening it all of the way, as hot water and steam may cause burns. Commercial dishwashers have a safety feature that shuts the machine down, but water and steam may still escape. It is also important to not overfill pans or pots, and to teach these employees to open lids away from their body.
- How to Protect Your Employees from Burns in the Workplace
- As the restaurant manager, it is your responsibility to protect your employees from burns in the workplace.
- Here are some ways that you can do this:
- Give Basic Training in First Aid - Employees that have basic training in first aid should know how to treat a minor burn. They will also need to recognise when a burn is too severe to receive minor treatment and when to contact medical services.
- Train Employees on Properly Using Equipment - It is also important that you emphasise how important it is to promote a safe work environment by teaching them how to use the necessary equipment correctly. Ensure Employees Have All Personal Protective Equipment - You also must supply all of your employees with the proper safety equipment, so that they are all protected from burns that may occur due to handling chemicals or working with specific equipment.
- 13.12 Fire Risk Assessments
- As a restaurant manager, it is important for you also to be aware of fire safety in your restaurant, and to perform assessments in certain areas. This helps to eliminate the risk of a fire occurring. In the UK, there are five steps to performing a fire risk assessment in a restaurant. Keep in mind that you must assess the situation with regularity to ensure safety.
- Step One - Identify Fire Hazards
- The first step is to go around the restaurant and identify any areas that may pose a risk. For a fire to start, it must have fuel, oxygen and an ignition source. So, when performing an assessment, you must look for areas that have all three of these parts. For instance, almost anything can fuel a fire and oxygen is available all around us, so it is best to focus on the ignition. In a restaurant, this includes hot surfaces, sparks, smokers materials, flames from candles and electrical outlets.
- Step Two - Identify Those Who Are At Risk
- You will also need to identify who may be at risk in a fire when a fire occurs. This includes all of your customers, should the fire occur in the dining area, or in the kitchen, it includes all of your back-of- the-house staff. It is also important to focus on unaccompanied children, those who may be impaired by alcohol or the elderly. People who are disabled, pregnant and employees who work alone in confined spaces should be given special attention.
- Step Three - Evaluate, Remove, Reduce and Protect from Risk
- As a restaurant manager, it is also your job to evaluate the risk of a fire occurring in your restaurant and how high the risk is to people. You will also need to take steps to reduce and remove any sources of ignition, sources of fuel and sources of oxygen, if possible. Protecting yourself, your restaurant, your employees and customers is also part of this step. Take a look at tools, such as fire extinguishers, to ensure they are ready to use at any time, and that corridors are clear. The UK government has more guidelines for protecting your restaurant from risk.
- Step Four - Record, Plan, Inform, Instruct and Train
- You also must record all of the steps you took to improve and any significant findings. This includes finding fire hazards, a list of people who are at risk and actions that you will take or have taken to improve the plan. Coming up with a fire plan is also part of your job, though you will likely want to work with your local council to ensure this is done correctly. Once the plan is complete, you will need to inform, instruct and train your team.
- Step Five - Review the Plan
- Finally, you will need to do an ongoing review of the fire risk assessment, especially when anything changes. This may include new laws, renovations or the rearranging of the restaurant. Log and track these changes in your records and have them available should you need them for an inspection.
- Module Summary
- Taking on the task of a restaurant manager is much more than simply running a restaurant. You also will be responsible for the health and safety of your staff, as well as anyone who comes into the restaurant. From minor first aid and making a plan for evacuation to understanding laws and teaching fire safety, it is all your responsibility. Fortunately, the UK government and local health and fire services also know this, and they will have the resources you need to take on your responsibilities correctly.
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Class Sessions
1- Introduction to Front-of-House Hospitality
2- The Role of Restaurant Manager
3- Types of Dining Establishments, Restaurant Layouts, and Decor
4- Customer Service
5- Dealing with Customer Complaints
6- Know Your Drinks
7- Know Your Food
8- Restaurant Licensing Laws
9- Building Guest Services Around Excellence
10- A Restaurant System of Checklists
11- The Importance of Teamwork
12- Health and Safety Laws
13- Health, Safety and Restaurant Management
14- Dealing with Inspections
15- Digital Technology and Restaurant POS Systems
16- Dealing With Staff
17- Planning and Pricing a Menu
18- Restaurant Operations
19- Restaurant Entertainment and Music Licensing
20- Upselling Strategies
21- Restaurant Branding, Marketing, Promotions and Decor