THC2 Lecture 1 PDF

Lecture Guide for Risk Management as Applied to Safety, Security, and Sanitation Lecture Guide WEEK 2-5 A. Risk Management in Tourism and Hospitality Industry Introduction: To be prepared for a crisis, every tourism company should think about risk management. Risk Management is an...

Lecture Guide for Risk Management as Applied to Safety, Security, and Sanitation Lecture Guide WEEK 2-5 A. Risk Management in Tourism and Hospitality Industry Introduction: To be prepared for a crisis, every tourism company should think about risk management. Risk Management is an ongoing process in which a plan should be kept updated as the time passes. Tourism and hospitality companies are increasingly facing incidents that involve risks for both travelers and the tourism industry e.g. are extreme weather, political unrest, terrorist attacks, earthquakes, tsunamis and health-related incidents. It is important to learn to address risk management issues and reduce the impact of crises and disasters. Crises can also create opportunities; they can shake up the market by making tourists look for new destinations. Risks can come from a variety of sources, such as food safety or cyber security. A comprehensive risk management strategy is essential for identifying these risks and working to eliminate or reduce them. Businesses should work to build a risk-aware culture among them employees. The intermediary should conduct a thorough needs analysis of the business before recommending a customized plan. Discussions: There are steps on how to manage risk management in tourism and hospitality industry: 1. Identify the risks - Make an inventory of the potential hazards and risks that could threaten your destination 2. Determine your risk management strategy - There are several strategies for risk management; avoiding the risk, reducing the likelihood of the consequences, transferring the risk, retaining the risk. 3. Develop a risk management plan for your tourism business - contributing trained liaison personnel to the disaster management agencies during response and recovery operations, as required. 4. Team up with stakeholders - national governments must be involved in the risk management strategy for tourism. 5. Train your staff - Organize training programs for your staff on how to handle crises, including introduction programs for new staff such as the aforementioned. raining is an ongoing process, so you should keep monitoring and evaluating plans and procedures. 6. Test your plan - After you implement it in your tourism business, you should test your plan, for instance with scenario testing, where you simulate a crisis situation with your staff. 7. Provide clear and honest crisis communication - Keep your information neutral and factual. Most importantly: be honest! If you are too positive, people might not believe you. 8. Stay informed about possible negative travel advice - Regularly check your country ‘s safety status on the Ministry of Foreign Affairs websites of your target countries. 9. Retrieve your business after a crisis - There are always travelers interested in destinations that have recently suffered from some form of crisis. These are often dedicated travelers, backpackers or high-end surfers attracted to specific surfing spots 10. Reposition your business after a crisis - Some crises have such an impact on a tourism destination that you need to think about repositioning your business. For example, in 2000 Rwanda identified tourism as a priority sector in its Vision 2020 programed. Lists of Major Risk facing Hospitality Industry: a. Property Risk- Risk events such as fires, adverse weather conditions, and terrorist attacks all fall into the category of property risk. In addition to damaging and destroying physical Page 1 of 17 Lecture Guide for Risk Management as Applied to Safety, Security, and Sanitation property, property risk events also have the potential to create stoppages in business operations and material financial losses. b. Premises Risk-General examples include any substance, material, process, practice, etc. that has the ability to cause harm or adverse health effect to a person or property. c. Liquor Liability- If you operate a restaurant, bar, club, conference center, hotel or other business where alcohol is sold or served, you need to manage and mitigate your liability risks. In addition to complying with municipal, provincial and federal liquor regulations, there are many steps you can take to manage risk. d. Automotive Liability- Service vehicles of the company used in providing service to the guest and customers. Make sure that insurances are up to date. e. Data Privacy- Data privacy or information privacy is a branch of data security concerned with the proper handling of data – consent, notice, and regulatory obligations. More specifically, practical data privacy concerns often revolve around: Whether or how data is shared with third parties. How data is legally collected or stored. f. Infectious Diseases- taking measures specially in the prevention of getting infected on any communicable diseases e.g. covid19 virus, Hepatitis, etc. Tips for Managing Liquor Liability Risks Create policies and procedures with meaningful consequences and strictly enforce them. Do not implement a written policy for your employees and/or volunteers unless it will be strictly followed and enforced. Some useful elements of a policy – that may be required by law – include:  Limiting alcohol consumption  Ensuring that bartenders are experienced and do not serve obviously intoxicated persons  Offering food service  Encouraging taxi use  Providing reduced/subsidized taxi and hotel rates  Encouraging car pools and designated-driver programs  Reminding guests before and during the event not to drink and drive and of the other options available  Having several trained doormen/bouncers/spotters who remain sober and watch people leaving and encourage or insist on taxi use  Informing guests that intoxicated persons will be put into taxis  Displaying posters from Mothers Against Drunk Driving (MADD), Students Against  Destructive Decisions (SADD) or similar organizations, outside and around alcohol consumption areas.  Comply with all legislation regarding alcohol.  Ensure proper permits – to sell or serve alcohol – are obtained.  Train servers.  Do not serve or sell alcohol to those under the legal drinking age. The age will vary depending on the province or territory.  Do not serve patrons past the point of intoxication.  Ensure that servers understand government legislation pertaining to alcohol. Ensure that servers follow the organization ‘s policies and procedures. Make sure training is documented.  Implement a mandatory identification policy.  Establish the forms of identification that will be accepted. Page 2 of 17 Lecture Guide for Risk Management as Applied to Safety, Security, and Sanitation  Establish when identification needs to be shown. For example, require identification from anyone who is not obviously over the age of 30.  Display informational material on government policies and legislation related to alcohol  Inform customers that the business will abide by the rules set out by the government.  Implement inventory controls over alcohol.  Implement measures to prevent theft (e.g., install security cameras, hire additional personnel, etc.).  Regulate hours to sell or serve alcohol. Check with your local authority to determine minimum standards.  Use a facility-use agreement if you have rented out a location that you own and where renters may consume alcohol.  Include a hold-harmless and indemnifying agreement that holds the owner of the premises harmless and indemnifies the owner for losses or damages resulting from the negligent use of the facilities or the serving of alcohol. These clauses may help limit your liabilities. Consult a lawyer for advice on contracts and agreements.  Obtain insurance coverage, possibly with higher coverage limits (i.e., higher limits than organizations that do not serve/sell alcohol). Consult your insurance representative.  Consider implementing a zero tolerance alcohol and drug policy. Do not allow employees and/or volunteers to:  Consume alcohol or drugs while working  Drink and drive  Work if they appear intoxicated. The Importance of Tourism: Tourism is one of the driving forces of economic development in industrialized, less- developed and developing countries. The travel and tourism industry contributes substantially to:  strong economic growth,  the creation of skilled and semi-skilled jobs,  greater export returns,  foreign investments and currencies, and  economic well-being and social stability. (as cited by Jeff Wilks, Stewart Moore) Balancing Service and Security: 1. Control access. Keeping guests safe begins with controlling building access. Control room key distribution, station security personnel at key access points, and keep your surveillance system working properly to monitor all public areas. 2. Make cyber security a priority. Make sure your business computers and guest WIFI networks are secure, and consider setting up a virtual network to add another layer of security between your servers and potential hackers. Train your staff to be cyber aware and cyber safe. 3. Review key card access systems. In this age of evolving cybercrime, a criminal can gain undetected access to millions of keycard-protected hotel rooms with a few pieces of hardware and some minor programming. Have your key card access system checked out for vulnerabilities to hacking or unlawful access. Page 3 of 17 Lecture Guide for Risk Management as Applied to Safety, Security, and Sanitation 4. Train staff. Hotels are held to high standards when it comes to safety and security, so it‘s crucial to train all staff on appropriate security procedures for all high-traffic areas including the lobby, front desk, baggage storage area, guest entry points, valet, and parking lot. 5. Educate guests. Ensure your guests understand their safety and security responsibilities, but do so in a way that doesn‘t negatively impact their experience. Have front desk clerks provide helpful reminders and consider leaving security information as part of the welcome packet in the hotel rooms. 6. Patrol public areas. Security cameras are a good deterrent, but when possible, have security personnel or a staff member occasionally patrol public areas and offer to escort guests to and from the parking lot. 7. Give security personnel a friendly face. You don‘t want your security personnel walking around in fatigues and riot gear and carrying assault rifles. Give them a customer service role and dress them in business clothing to blend in and be more approachable. B. Hygiene and Sanitation Introduction: All over in the world‘s environment, sanitation and hygiene plays an important role to the society. Proper education on the matter is very imperative up to these days. These 2 terms are somewhat interrelated to each other, yet they have set of standards to begin with. The process and the methods of keeping sanitation and its practices. It is very important to understand the importance of sanitation and hygiene, to know the ways on how to maintain and keep those practices on proper hygiene and sanitation and be able to identify the effects of poor hygiene and sanitation. The following are terms frequently used in emphasizing different topics to properly understand the different terms to be used in the succeeding pages. Definition of terms: 1. Food – Any substance whether simple, mixed or compounded that is used as food, drink, confectionery or condiments. 2. Safety – is overall quality of food fit for consumption. 3. Sanitation – is a health of being clean and conducive to health. 4. Cleanliness – is the absence of visible soil or dirt and is not necessarily sanitized. 5. Microbiology - the branch of biology that deals with microorganisms and their effect on other microorganisms. 6. Microorganisms - organism of microscopic or submicroscopic size. (bacterium, protozoan). 7. Food Infection - microbial infection resulting from ingestion of contaminated foods. 8. Food Intoxication - type of illness caused by toxins. Under favorable condition certain bacteria produce chemical compounds called toxins 9. Food Spoilage - means the original nutritional value, texture, flavor of the food is damaged, the food become harmful to people and unsuitable to eat. 10. Foodborne Illness – A disease carried or transmitted to people by food. 11. Foodborne Outbreak – An incident in which two or more people experience the same illness after eating the same food. 12. Contamination – The presence of harmful substances in the food 13. Time-Temperature Abuse – Food that has been exposed to temperature favorable to the growth of foodborne microorganisms. Page 4 of 17 Lecture Guide for Risk Management as Applied to Safety, Security, and Sanitation 14. Potentially Hazardous Foods – Food in which microorganisms can grow rapidly. It is often moist, high protein, slightly acidic. 15. Cross Contamination – Occurs when microorganisms are transferred from one surface or food to another 16. Personal Hygiene – Sanitary health habits that include keeping the body, hair, teeth, clothes and washing hands regularly. 17. Temperature Danger Zone – temperature range (41⁰F -140⁰F) food borne bacteria grow and reproduce. Discussions: What is hygiene? Theoretically speaking, according to the Meriam dictionary, hygiene is the degree to which people keep themselves of their environment clean, specially to prevent diseases, comes from the Greek word ―hygies‖ and Hygia the goddess of health and means health and sound. There are different elements that hygiene may take place: Personal hygiene and environmental hygiene. Personal hygiene may be described as the principle of maintaining cleanliness and grooming of the external body. Failure to keep up a standard of hygiene can have many implications. Not only in the increased risk of getting and infection or illness, but there are many social and psychological aspects that can be affected. Personal hygiene is a routine or a daily regimen keeping your body clean and away from any forms of bacteria. It is practice before up until now to maintain the cleanliness of our appearance to be presentable. Having said that, it helps in keeping our immune system strong vital from sickness - vulnerability. There are a lot of ways in practicing personal hygiene. Personal Hygiene is an effective way of protecting ourselves from getting sick. Expert says 80% of infectious respiratory diseases like colds and flu are due to dirty hands. By means, a simple wash eradicates bacteria and promotes potent immunity. Bacterial infection can be obtained via simple contact with mobile phone, clothes, door knobs, money and into your body. Personal Hygiene Practices:  Free from Body Odor- A lot of factors are causing body odor including: Chemicals in sweat, bacteria that live on the skin and feed on dead skin cells and sweat, and unwashed clothes. To prevent this, using a deodorant may help in eliminating the bacteria causing body odor. Excessive sweating of armpits on the other hand is advised to use antiperspirant as it prevents armpits from sweating.  Proper Hand Washing- Infections are caught when we put our dirty and unwashed hands, that has a germ, to our mouth. It could also be when someone is handling food with a pair of dirty hands. Practice proper hand washing. Use mild cleanser that keeps germs away or use alcohol when water is not available.  Personal Hygiene for men and women- Men and women are for one goal which is to be clean. Men and women vary in a lot of aspects including when it comes to hygiene. There are things men need which woman do not need and vice versa. Menstruation- Wash your body, including your genital area. Change tampons and pads regularly, at least four to five times a day. Make sure to practice washing your hands before and after handling a tampon or pad. A build-up of secretion called smegma can form under the foreskin of uncircumcised men. If uncircumcised, gently pull back the foreskin and clean it with a mild soap and wash it with water gently. Page 5 of 17 Lecture Guide for Risk Management as Applied to Safety, Security, and Sanitation  Good dental hygiene- can be maintain by brushing teeth regularly and flossing  Daily Bath  Trimming of nails  Proper handwashing  Shaving and haircut for males  Covering of wounds  Wearing of nail polish is not allowed  Wearing of jewelry is not allowed  Smoking and eating is prohibited  Tasting of food must use a separate spoon for once use only  Other personal habits (like scratching of any body parts)  Storage of personal belongings (must kept away from food production area) Healthy food handler: A clean and hygienic environment starts with a healthy food handler, he/ she must be free from diseases that may contaminate food such as: a. Intestinal disorders such as typhoid fever and hepatitis b. Respiratory tract diseases such as tuberculosis, sore throat, and colds c. Skin diseases/disorders such as boils, lesions and skin infections Hygiene Practice of employees: Washing hands after using the toilet Wearing a clean uniform at work Not reporting to work if having a cough Avoid touching noes, mouth, eyes, ears and hairs while handling food at works Using handkerchief to catch sneeze or cough when working to avoid microorganisms contaminating food items. Must not wear nail polish, perfumes, watches and other jewelries, and long nails Page 6 of 17 Lecture Guide for Risk Management as Applied to Safety, Security, and Sanitation Environmental Hygiene Includes theories and practices of assessing, correcting, controlling and preventing the factors present in the environment that can potentially affect the health of present and future generations. It could be defined as all those aspects of public health that are determined by physical, chemical, biological, social and psychological factors in the environment. Importance of Hygiene:  Preventing faeco-orally transmitted diseases- The fingers may get contaminated with one‘s own feces, either directly or indirectly. Activities during defecation and child bottom-washing are additional opportunities for the contamination of the fingers that facilitate the transmission of infections. Page 7 of 17 Lecture Guide for Risk Management as Applied to Safety, Security, and Sanitation  Aesthetic values of personal hygiene - A person with clean hands is proud while eating because they feel confident of preventing diseases. Generally, cleaning oneself produces pride, comfort and dignity at home and in public places. Caring about the way you look is important to your self-esteem.  Social Impact - A person with poor personal hygiene might be isolated from friendship because telling the person about the situation might be sensitive and culturally difficult. The success of a job application or the chance of promotion could be affected by poor personal hygiene; no company wants to be represented by someone who does not appear to be able to look after themselves. Sanitation is the process of keeping places free from dirt, infection, disease, etc., by removing waste, trash and garbage, by cleaning streets, Washing yours self, safe drinking water, etc. Sanitation is important vis a vis:  Health- good sanitation can prevent you from getting diarrhea and can also help prevent other serious diseases.  economic investment- When you practice good sanitation, your family saves money on healthcare and treatment  social development- When you keep yourself & your surroundings clean, you fall sick less often & are more likely to attend school/work regularly. If you are Healthy you can help build a strong society.  Helps environment- When you get rid of waste properly, you can help to protect water sources. It also means that you don‘t have to smell the disgusting mess all around you. and all of these are achievable if we just maintain those practices that employ sanitation, shall we say hygienic practices that help sanitize the environment and oneself. Poor sanitation gives many infections the ideal opportunity to spread causing disease and illness in the community. Human excreta have been implicated in the transmission of many infectious diseases including cholera, typhoid, infectious hepatitis, polio. Page 8 of 17 Lecture Guide for Risk Management as Applied to Safety, Security, and Sanitation How to prevent Diseases from spreading?  Use a clean toilet which have covers as this prevent flies from landing on the poop.  Wash your hands after using the toilet with safe water and soap.  Use safe and clean bottles or buckets to carry or store water in.  Clean your environment to avoid bad smells and breeding places for flies.  Cover food to keep flies from sitting on it C. Food Hygiene and Flow of Food Introduction: In this topic, explains how each step of the foodservice process affects safety and provides guidelines for ensuring food safety in each step. The steps in food service process are purchasing, receiving, storing, preparing, cooking, holding and serving, cooling, and reheating. Food safety is a top priority for all and a responsibility in every person who is involve in food service. Serving safe food is the top priority for every food service employee. Discussions: Step 1: Purchasing a. Guidelines for Purchasing As a vendor, one should observe the following:  Meet Public Health standards.  Train employees for sanitation.  Have a clean delivery trucks with adequate refrigeration and freezer.  Deliver foods in protective, leak proof, durable packaging.  Organize deliveries to separate raw products from processed foods and produced As a purchaser, one should observe the following during purchasing:  Work with vendor  Food delivery schedule Page 9 of 17 Lecture Guide for Risk Management as Applied to Safety, Security, and Sanitation  Vendor standardized procedures in print  Purchase specification  Vendor sanitation report  Visit warehouse periodically  Reject all products that does not meet requirement Step 2: Receiving In receiving goods and other materials for food preparation one must be properly trained and oriented on:  their receiving duties before and during  organize space, equipment and lighting for receiving efficiency  inspect delivery trucks to ensure food materials quality and safety  inspect food immediately prior fully accepted it There are certain criteria or checklists on receiving food items Page 10 of 17 Lecture Guide for Risk Management as Applied to Safety, Security, and Sanitation One must know how to check the temperature on food products using/on: Different types of thermometer: 1. Bi Metallic Stemmed Thermometer- most commonly used in the food service operations  Reads in 1-2 minutes  Place 2-2½" deep in thickest part of food  Can be used in roasts, casseroles, and soups  Not appropriate for thin foods  Can remain in food while it's cooking  Heat conduction of metal stem can cause false high reading 2. Digital Thermometer  Reads in 1-2 minutes  Place 2-2½" deep in thickest part of food  Can be used in roasts, casseroles, and soups  Not appropriate for thin foods  Can remain in food while it's cooking  Heat conduction of metal stem can cause false high reading 3. Calibrating thermometer:  Ice point method- this method is used most often unless a thermometer cannot register temperature of 32 D‘F (OD‘C). Thermo Check:  Fill a glass with crushed ice.  Add water until glass is full. Page 11 of 17 Lecture Guide for Risk Management as Applied to Safety, Security, and Sanitation  Place thermometer in the center of the glass of ice water, not touching the bottom or sides of the glass.  Agitate the glass of ice water to ensure even temperature  Temperature should register at 32⁰F  Adjust the calibration nut by holding it with pliers. If using digital thermometer, push the reset button to 32⁰F  Boiling point method-this method may be less reliable than ice point method because of variation due to high altitude. Thermo Check:  Using a deep pan, bring the water into boil  Place thermometer in the center of the pan boiling water, not touching the bottom or sides of the pan. Wait until indicator stops.  The temperature should hold the temperature of 212⁰F. Adjust the calibration nut by holding it with pliers and set to read at 212⁰F. If using digital thermometer, push the reset button to 212⁰F while the water is still boiling.  For high altitude, for each 550 feet above sea level, the boiling point of water is 1⁰F lower than the standard of 202⁰F. Using the Temperature, one should:  Clean and sanitize after every use.  Wait till rests; 15 seconds  Take three measurements  Calibrate Routinely  Insert thermometer stem or probe into thickest part of product  Never use mercury or spirit-filled glass thermometers to check food temperature Checking Temperature of Various Food: o Packaged – insert between two packages o Milk – open a carton and insert two inches in o Frozen – insert between two packages Step 3: Storing Food Safety Guidelines for Storing a. Dry Storage- long holding for less perishable items. Foods typically store in dry storage. Like: o Canned goods, baking supplies (salt, sugar), grains (rice, cereals). o Some fruits (banana, avocado, pears) o Some vegetables (onion, potatoes) Guidelines for dry storage:  Maintain storage temperature (50⁰F-70⁰F)  Keep store room clean and dry  Have a regular cleaning schedule for all surface and floors  Store all foods and office supplies 6 inches above the floor and 6 inches away from the wall.  Keep food in labeled, tight fitting containers with name and delivery date  Use the First In First Out method of inventory. Store new products behind the old products  Protect food from contamination with regular pest control  Store chemicals away from food Page 12 of 17 Lecture Guide for Risk Management as Applied to Safety, Security, and Sanitation  Look for damaged, spoiled foods, bulging cans, infested packages, and foods immediately and clean the area thoroughly  Discard or destroy all contaminated foods Guidelines for cold storage:  Arrange food in refrigerators to allow maximum air circulation  All food should be labeled with the following (name of the food item, dater, time, temperature)  Store food in a clean, non-absorbent, covered container. Be sure All containers are properly sealed  Cool hot foods using an ice water bath, and stirring with cold paddles Before storing inside the refrigerator. Never place hot foods in the refrigerator. This allow other foods under Temp. Danger Zone  Store dairy products separately with foods in strong odor (onion, Cabbage and sea foods)  Store fruits in a separate section in a refrigerator from vegetables. The ethylene gas released by some fruits during ripening causes some vegetables to deteriorate rapidly.  To avoid cross contamination, store raw foods, uncooked foods away or Below from prepared or ready to eat food.  Never allow fluids from raw poultry, fish or meat to come into contact with other foods o Don‘t overload the refrigerator Page 13 of 17 Lecture Guide for Risk Management as Applied to Safety, Security, and Sanitation Page 14 of 17 Lecture Guide for Risk Management as Applied to Safety, Security, and Sanitation ** Fruits that need ripening should not be refrigerated. Leave at room temperature until ripe, then refrigerate as above. The peels of ripened bananas and avocados get dark in refrigeration, but the flesh or pulp is not affected, as long as they are not bruised or skin in intact. Step 4: Preparing 4 Safe Methods to Thaw Foods: 1. Inside the refrigerator at the temp. of 41⁰F or below. 2. Under cold running water 3. In a microwave oven 4. As a part of cooking process Guidelines for Pre-preparation: Pre-preparation usually takes place at room temp.; this stage is one of the most common points of contamination and cross contamination. 1. Wash hands correctly before preparing foods. 2. Don‘t prepare in advance if it‘s not necessary. 3. Prepare food in small batches and place them immediately inside the refrigerator 4. Wash fruits and vegetables prior to peeling and cooking 5. Keep raw products from ready to eat foods 6. Wash hands, sanitize cutting boards, knives after every food preparation 7. Use batter, marinade in single use only and discard if there are some left. 8. Use single use gloves properly Step 5: Cooking Guidelines for Cooking foods 1. Stir foods cooked in deep pots frequently to ensure even heat distribution 2. Avoid overloading fryers 3. Regulate uniform size and thickness of meat and vegetable to ensure even cooking. 4. Never interrupt cooking process. Partially cooked meat may encourage bacterial growth. 5. Use clean and accurate thermometer to monitor internal temperature. 6. Always cook food to the required internal temperature and appropriate time 7. Use a serving utensil or single use glove to avoid cross contamination 8. Taste food correctly to avoid cross contamination. Place a small portion of food in a bowl and step away from the food. Taste it with a teaspoon. Wash hands before and after tasting the food. Page 15 of 17 Lecture Guide for Risk Management as Applied to Safety, Security, and Sanitation Step 6: Holding and Serving Step 7 & 8: Cooling and Reheating  Food being cooled in the refrigerator should be loosely covered. Page 16 of 17 Lecture Guide for Risk Management as Applied to Safety, Security, and Sanitation  Use shallow, pre-chilled pans (not more than 4 inches deep)  Stainless steel container cool faster than plastic  Use quick chill unit rather than refrigerator  Pre-chill foods in a freezer for about 30 minutes before refrigerating.  Never cool food at room temperature  Reheat food only one time at a temp of 165⁰F for 15 seconds  Never mix left over food with freshly cooked food Page 17 of 17