Appearance and Behavioral standards

1. Appearance and Behavioral standards • Look into the mirror. • Have a shower / bath on a daily basis. • * Look after your uniform and change shirts regularly ABC

2. Ladies appearance & standard • Ladies : • Tidy hair, keep out of face… • Discrete make-up. • No Jewelry is permitted… • Black leather polished shoes with medium height heels. • Kitchen employees should wear safety shoes with white socks… • Stewarding employees shoul wear safety shoes… ABC

3. Gentlemen appearance & standards • Gentlemen : • Well groomed, short hair ( not longer than the height of collar ) • Shave daily • No Jewelry is permitted – with the exception of wedding rings & • Crosses • Black leather polished shoes, black socks • Kitchen employees should wear safety shoes with white socks, • Kitchen hat and kitchen gloves, when appropriate. • Stewarding employees should wear safety shoes. Use of • Stewarding gloves and goggles is mandatory when cleaning / • Polishing with corrosive chemicals ABC

4. Wear always your name badge on the left side Always treat guest and colleagues, as you would wish to be treated: -Smile -Never say no! -Listen carefully do not interrupt! -Accept responsibility! -Make decisions! -Be honest -Be helpful! -Be friendly - Show interest and initiative ABC

5. In the public area : You are on the stage and on constant exposure. - always display a professional body language! - do not run, not even in emergency! - stay calm at all times! - be professional! - SERVE! Don’t forget: The hotel standards will be judged on your appearance ABC

6. Service Standards Eye contact and acknowledgement. Welcome the guest Use the guest name Helpful and positive Extended Services Avoid using technical terms Language use Internal Customers Hotels guest always have priorityNever blame someone else or another department. The guest does not care of our internal procedures he just wants thinks done !! ABC

7. Operational standards and rules • Comply with all Hotel’s policies and procedures in regards to operational matters such as : clocking in , use of hotel’s facilities and equipment etc.… Take time to read carefully your employee’s handbook, which is issued to you upon hiring day. • The employee has to seek permission and advise the Department Head or delegate before visiting the staff cafeteria. • Comply with all appearance, customer service and behavioral standards. Every time you are resuming duty from a break, wash your hands with soap ( i.e. Kitchen, restaurant service etc.…) • Be in the premises 10 -15 minutes before your shift begins in order to ensure punctuality and allow adequate time for hand over or special debrief. • Advise the Department Head or delegate as soon as possible if you are going to be late or of any illness • Always be aware of what is going on in the hotel ( events, functions, etc..) and willingly pass on information to any guest or colleague inquiring • Refrain from all public statements with regards to the operation or details of the hotels, to any of the Media Means. ABC

8. Keep your working space neat and organized. Ensure adequate mis en place. • Meal breaks to be coordinated with the supervisor or manager who is on duty. • Always inform your colleagues or supervisor of your whereabouts. • Be alert and report anything suspicious. • Seek assistance from your supervisor or manager if you are unsure of anything. • Do not swear or use bad language in any guest / public area’s. • Do not touch any food or drink that is intended for a guest. • Do not chew gum on duty. • Do not eat in the kitchen. • Do not remove any hotel property from the premises. A pass out form must be obtained first from your Manager. • The use of mobile phones during the shift is not allowed. All mobile apparatuses will be left in the locker. The only place where the employee can use his / her phone is the Staff cafeteria during break. • Alcohol consumption within the premises and during a shift is strictly forbidden. In case a guest offers a drink, the employee will cordially explain the in-house rules and politely deny, thanking the guest. In the event of entertainment ( for professional reasons ), the consumptions has to be within logic restrictions. • Follow all general safety, security standards and rules. In particular in regards to safety : . ABC

9. Follow all general safety, security standards and rules. In particular in regards to safety : • Guestroom number Confidentiality. Never announce a guest’s room number out loud or provide the room number to anyone other than the registered guest. • Always deposit unattended or forgotten items found in the public areas / floors to the Department Head or delegate. In case nobody claims the lost and found item back, after a period of two months it will be returned to person who initially found it.

10. GENERAL INFORMATION Kitchen & F&B department • Job Description. • A full job description which will given during induction programme. Review all the information, then sign and return the original document to your Head of Department. Should you have any questions regarding any aspect of your new role, do not hesitate to contact your supervisor to clarify these matters. Rota. The Rota is usually completed every week for one week. Note any preferences, holiday requests or days off in advance on the “requested day’s off sheet”. Whenever possible these requests only and cannot be guaranteed! Be sensible with your requirements to allow a structured Rota. Hotel and Departmental Access. Prior to starting your duty, it is crucial that you are fully dressed in the appropriate uniform and meet the grooming standards! Breaks. In general staff member with the earliest shift will take the first break, then the next one and so on. However, breaks depend on the volume of business. You must inform your supervisor / manager before taking a break. ABC

11. Hygiene H.A.C.C.P. Good Practices . Where ever possible, avoid handling food with bare hands. You should use clean gloves or some form of serving utensils.Care of Hands.* No rings, short clean fingernails, wear a waterproof dressing on cuts and abrasions ( colored one for kitchen ).* Always wash thoroughly using a mild a hand detergent with warm water. Dry hands thoroughlyWhen to wash hands.* Before handling foods* Before you start work* After using the toilet* After touching your face* After handling raw foods* After smoking* After cleaning ABC

12. Other Hygiene Rules • You should bath or shower daily to prevent bad odors • Teeth should be cleaned regularly • Mints should be taken after smoking or eating strong foods • Hair should be cut short and ties back ( for male ) and out of face ( for female). • Nose and eye brow hair should be cut short and tidy. • The Law • Requires that if you think you are suffering from food poisoning you must inform your employer. Also if you have cuts and boils on hands and arms ABC

13. Common Findings Recommendations ABC

14. A) Food Preparation Area Floor tiles full of grooves USUALLY harbor dirt and so is a source of cross contamination ABC

15. B) Food handling practices Receiving Food • The entrance of the house • * Separate from garbage area • * Checking for infestation. • * Receiving all kinds of foods at the correct temperature ( OK) • * Loading trolleys • * Weighing Bridge ABC

16. Food Storage • Dry Stores • Continuous cleaning and sanitation. • 1st shelf. ( flour & sugar in ballets on floor). • Shelves away from wall • Canned foods to be removed from cartons. • No opened cartons. ABC

17. Cold Storage Facilities - Temperature Gauges - Crowded….. no free cold air circulation. - 1st shelf - Covering of food - Interior temperature. - Potentially hazardous foods. - Gauges for counter fridges - FIFO ABC

18. Food Preparation & Cooking • Thawing recommendations • Cooling cooked food • TDZ • Color coded boards / knives. • Ingredient bins • No knives with wooden handles • Cutting boards • Hot holding • Vegetable prep. area • Serving of cold salad ABC

19. C) Cleaning & sanitation • Sanitizer should be available • Cutting boards / equipment should be cleaned after each use, stored in special holder to drain water. • Holder for cutting boards / knives • Disposal bins should be covered • not allowed using multipurpose cloth for cleaning surfaces. • General cleaning for tables/floors/walls. ABC

20. D) Personal Hygiene *Awareness to food hygiene principles. * Hand Wash Basin * Hand wash Commodities * Headgear / hair cover for stewarding. ABC

21. Recommendations • Action Plan • Identify responsibilities • Management commitment ABC

22. Recommendations • 1. Training all kitchen staff • Basic food hygiene 2. Think about Hygiene HACCP ABC

23. A Few Simple Rules to Follow so as to limit the number of microbes in products 1 Pay attention to bodily hygiene Airtight bandage and a fingerstall show it to Executive Chef before working If you cut your finger disinfect it straight away, treat it, and cover the injury with an Do not wear jewelry, a watch, rings, and bracelet, ETC… Always Keep your nail short and clean and do not wear any varnish Wash your hands after arriving, smoking, eating, going in the bathroom, touching anything dirty and as often as possible Change uniform every day

24. 2 Avoid any risk actionDo not smoke when workingDo not taste preparation with your fingerDo not sneeze or wipe your nose near foodDo not suck the end of piping bags 3 Wear disposable plastic gloves Mixing with hand Handing fragile products Arranging products on a dish 4 Cleaning and disinfecting Wash and brush equipment with washing-up then rinse under water. Next, disinfect and rinse again before drying or draining This action should be carried out : Once a week for walls After each service for the floor and work surfaces After each use for utensils and equipment

25. 5 StorageDo not store any paper box in the fridgeDo not store dirty equipment and / or utensils anywhere, even near to the washing up sink.Do not place anything on the floor, even in a cold room or a storage area Remember • Hygiene is extremely important in our work and is of concern to us all. • Hygiene with regard to staff, equipment and products represents 75% of quality. • Respecting hygiene rules means 50 % organization ( order, common sense ) 25 % Cleaning ( Visible Cleanliness ) and 25 % disinfecting ( invisible cleanliness ) * Last of all; never forget that it takes a very long time to develop a Good image but very little to destroy it