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City of Dreams

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Although this presentation is from Food & Hotel Singapore 2012, it is still very relevant today.

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City of Dreams

  1. 1. Food Safety and Quality: Hotel’s Perspective on the Challenges and Opportunities Ruby O Director of Food Safety, City of Dreams FHA 2012 Singapore 19 April, 2012
  2. 2. Hotel Sector’s Characteristics (setting the scene) Existing Issues and Local Challenges Hotel’s Perspective on Food Safety Collaborations on Food Safety Contents
  3. 3. Hotel Sector’s Characteristics (setting the scene) Setting the scene: • Guest prospective • Service nature • Complexity of business
  4. 4. • High expectation Poor hygiene practice in hotel is generally unacceptable • Service and product liability Guests are more likely to make claims against hotel Food safety risks associated to company reputation and image Hotel Sector’s Characteristics (Guest Prospective)
  5. 5. Hotel’s Perspective on Food Safety Macau was a little fisherman port, Portuguese colony for >500yrs [Graphic] Eating patterns (WAS): Small café/ noodle congee shop Home cooking
  6. 6. Back then From Farm to Fork (good old days) [Graphic: Eden garden]
  7. 7. • Flow of work (ever most complex operation models) Hotel Sector’s Characteristics (Complexity of Business) [Graphic: typical food source and processing]
  8. 8. Macau Foodborne Illness Figure Numbers of Notified Cases of Foodborne-Related Disease (as of Mar 9, 2012) Source: Governo da Regiao Adminstrativa Especial de Macau- Servicos de Saude 資料來源:衛生局疾病預防控制中心傳染病防制暨疾病監測部 2000 2001 2002 2003 2004 2005 2006 2007 2008 2009 2010 2011 Total 114 35 156 63 324 155 192 154 367 237 365 379 0 50 100 150 200 250 300 350 400 Case
  9. 9. We understand the risks are out there [GRAPHIC: HIGH RISKS] Hotel Sector’s Characteristics (setting the scene)
  10. 10. • Common control and restriction in food industry do not apply to hotel sector • Restricted ingredients or methods ?  Burger patty (medium rare)  Oyster bar  Reheating request for a meal over left at room temp. for over 4 hrs  Bring in food and drinks to hotel • Glass policy?  Ingredients packages are in glasses  Chinaware  Decoration Food Prep. Area are surrounded by glasses Hotel Sector’s Characteristics (setting the scene)
  11. 11. Guest lead today’s F&B market [Graphic] Hotel Sector’s Characteristics (setting the scene)
  12. 12. Hotel Sector’s Characteristics Food Safety & Quality Flavor, Texture, Guest request Balance or Compromise
  13. 13. Local Challenges • Limitation of Food Sources  Monopoly of food supply • Absence of legal requirements • Imported food makes up >95% of the market  Inconsistent of product info.  Weak tractability  Valuable to recall and external food scandal
  14. 14. Imported food makes up >95% of the market Local Challenges
  15. 15. • From Farm to Fork ? Risk management at early stage Difficulty in getting engagement of industry Taking into account consumer choices/ education (guest driven) Local Challenges
  16. 16. Hotel’s Perspective on Food Safety Macau – AKA Asian Monte Carlo and Las Vegas [Graphic] Food safety risks associated to company reputation and image
  17. 17. Local Challenges 0.00 15.00 30.00 45.00 60.00 75.00 90.00 2000 2001 2002 2003 2004 2005 2006 2007 2008 2009 2010 2011 Hotel Occupancy Rate % Source: The Statistics and Census Service (DSEC), Macau 0 500000 1000000 1500000 2000000 2500000 3000000 2008 2009 2010 2011 Visitor Arrival Total spending of visitors reached MOP 13.4 billion in the fourth quarter of 2011, up notably by 25% in comparison with MOP 10.7 billion a year earlier. Total spending of visitors for the whole year of 2011 soared by 20% from 37.9 billion in 2010 to MOP 45.3 billion.
  18. 18. Local Challenges Insufficient Work Force (Unemployed Rate: 2.55%)  Compare unemployment rate in Singapore (2% yr 2011) and HK (3.3% Yr 2011 Jan) 0.00 1.00 2.00 3.00 4.00 5.00 6.00 7.00 8.00 2000 2001 2002 2003 2004 2005 2006 2007 2008 2009 2010 2011 Unemployment Rate of Macau Source: The Statistics and Census Service (DSEC), Macau [Figure:GDP]
  19. 19. Hotel Sector’s Characteristics (Complexity of Business) Eating pattern (PRESENT) Increase group dinning practices (i.e. conference, banquet, buffet, canteen, tour group, casino & entertainment events) Less just in time cooking, more advance food preparation
  20. 20. We need food safety system in place (URGENTLY) Increase competitive over non-certified companies Resource optimization internally and along the food supply chain with better planning and control measures Hotel’s Perspective on Food Safety
  21. 21. Engaging employees in food safety  System can help employee engage in the process  Make the employee know that food safety knowledge and practices are something valuable to individual career development = WHAT IN IT FOR ME (WIFM) Hotel’s Perspective on Food Safety
  22. 22. “If something has been done a particular way for 15 or 20 years, it’s a pretty good sign, in these changing times, that it is being done the wrong way.” To improve food safety, we have to realize that it’s more than just food science; it’s the behavioral sciences too.” by Elliot M. Estes Food safety is all about the behavior of people System can help employee engage in the process and establish a food safety culture Hotel’s Perspective on Food Safety
  23. 23. Back to basic (despite high labor cost, limitation of space…)  Start from scratch instead of getting semi-process products to guarantee quality and safety  In house producing semi-process products to supports outlets and sister properties Hotel’s Perspective on Food Safety
  24. 24. Collaboration on Food Safety • Coordinate cargo shipment from oversea Skip distributors (less chances of mishandling) • Collective pressures to suppliers Product quality & service improvement
  25. 25. Collaboration on Food Safety • Express long term issues with collective voices through hotel and chef association to local authority
  26. 26. Improvement of Food Safety in the Region Quality management system in business, hotel sectors, supplier sectors Global monitoring concept/ platform (alerts, networks for goods with critical origins and supplier) Registered traders, food establishment, food business operators, and supplier covered by official control and assessed by 3rd party Centralized data base to alter illegal products and dealers to authorities Collaboration on Food Safety
  27. 27. Food Safety & Hygiene Thank You 多謝 FHA 2012, Singapore 19 April 2012
  28. 28. AFRIS. AsianFoodRegulationInformationService. We have the largest database of Asian food regulations in the world and it’s FREE to use. We publish a range of communication services, list a very large number of food events and online educational webinars and continue to grow our Digital Library. We look forward to hearing from you soon! www.asianfoodreg.com adrienna@asianfoodreg.com

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