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City of Dreams
1. Food Safety and Quality:
Hotelโs Perspective on the Challenges and
Opportunities
Ruby O
Director of Food Safety, City of Dreams
FHA 2012 Singapore
19 April, 2012
2. ๏ฑHotel Sectorโs Characteristics (setting the scene)
๏ฑExisting Issues and Local Challenges
๏ฑHotelโs Perspective on Food Safety
๏ฑCollaborations on Food Safety
Contents
4. โข High expectation
๏Poor hygiene practice in hotel is generally
unacceptable
โข Service and product liability
๏Guests are more likely to make claims against hotel
๏Food safety risks associated to company reputation
and image
Hotel Sectorโs Characteristics
(Guest Prospective)
5. Hotelโs Perspective on Food Safety
Macau was a little fisherman port, Portuguese
colony for >500yrs
[Graphic]
Eating patterns (WAS):
๏Small cafรฉ/ noodle congee shop
๏Home cooking
7. โข Flow of work (ever most complex operation
models)
Hotel Sectorโs Characteristics
(Complexity of Business)
[Graphic:
typical food source and processing]
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
่ณๆไพๆบ๏ผ่ก็ๅฑ็พ็ ้ ้ฒๆงๅถไธญๅฟๅณๆ็ ้ฒๅถๆจ็พ็ ็ฃๆธฌ้จ
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. We understand the risks are out there
[GRAPHIC: HIGH RISKS]
Hotel Sectorโs Characteristics
(setting the scene)
10. โข Common control and restriction in food
industry do not apply to hotel sector
โข 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
โข Glass policy?
๏ Ingredients packages are in glasses
๏ Chinaware
๏ Decoration
Food Prep. Area are surrounded by glasses
Hotel Sectorโs Characteristics
(setting the scene)
11. Guest lead todayโs F&B market
[Graphic]
Hotel Sectorโs Characteristics
(setting the scene)
13. Local Challenges
โข Limitation of Food Sources
๏ Monopoly of food supply
โข Absence of legal requirements
โข Imported food makes up >95% of the market
๏ Inconsistent of product info.
๏ Weak tractability
๏ Valuable to recall and external food scandal
15. โข 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. Hotelโs Perspective on Food Safety
Macau
โ AKA Asian Monte Carlo and Las Vegas
[Graphic]
Food safety risks associated to company reputation and
image
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. 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. Hotel Sectorโs 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. 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
Hotelโs Perspective on Food Safety
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)
Hotelโs Perspective on Food Safety
22. โIf something has been done a particular way for 15 or 20 years, itโs a pretty good sign, in these
changing times, that it is being done the wrong way.โ To improve food safety, we have to realize
that itโs more than just food science; itโs the behavioral sciences too.โ
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
Hotelโs Perspective on Food Safety
23. Back to basic
(despite high labor cost, limitation of spaceโฆ)
๏ 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
Hotelโs Perspective on Food Safety
24. Collaboration on Food Safety
โข Coordinate cargo shipment from oversea
๏Skip distributors (less chances of mishandling)
โข Collective pressures to suppliers
๏Product quality & service improvement
25. Collaboration on Food Safety
โข Express long term issues with collective
voices through hotel and chef association
to local authority
26. Improvement of Food Safety in the Region
๏Quality management system in business, hotel
sectors, supplier sectors
๏Global monitoring concept/ platform
๏ฑ(alerts, networks for goods with critical origins and supplier)
๏ฑRegistered traders, food establishment, food business
operators, and supplier covered by official control and
assessed by 3rd party
๏ฑCentralized data base to alter illegal products and dealers to
authorities
Collaboration on Food Safety
27. Food Safety & Hygiene
Thank You ๅค่ฌ
FHA 2012, Singapore
19 April 2012
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