Food Operations SOP by Abu Dhabi Airports

Food Operations Policy Hospitality

Hospitality (HP) Business Process Area / Functional Area:

01 Airport Hotel and Lounges (AHL) 03 Food Operations (FO)

Policy Owner:

Leon Lamboo, Executive Chef

Policy Ref. No.:

POL/HP/01/AHL/03/FO/01

Implementation Date:

DD/MM/YYYY

Approved By:

Name/Title/Department

Approval Date:

DD/MM/YYYY

Version No.:

V1.0

Version Date:

04/09/2012

Approverâ&#x20AC;&#x2122;s Signature:

(for non-electronic copies)

Information Classification

Official Use

This classification refers to information that is to be used internally by the ADACs personnel only

A policy is written as official documentation relating to the actions, rules, regulations, etc. to be followed for a particular business area. A policy is typically plan or course of action to take decision amongst different alternatives based on priorities, scenarios or conditions in order to achieve a goal. A policy may support the definition and implementation of underlying processes and procedures. Template Title:

Policy Template

Template Ref. No.:

TEM/01/POL

Version No.:

V2.0

Version Date:

14/02/2012

All information contained in this document is proprietary to Abu Dhabi Airports Company (ADAC) and shall not be duplicated in any manner or released in part or full to any unauthorized persons. However, the contents of this document are not confidential and shall be accessible to all ADAC employees and its subsidiaries.

Food Operations Policy

Policy Title: Policy Ref. No.:

POL/HP/01/AHL/FO/01

Version No.:

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Version Date:

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Table of Contents

Title ................................................................................................................................ 3

Purpose ......................................................................................................................... 3

Scope ............................................................................................................................. 3

Definitions and Abbreviations ........................................................................................ 4

Policy Details ............................................................................................................... 10

Monitoring, Evaluation and Review ............................................................................. 25

Exceptions ................................................................................................................... 25

Supporting Documentation and Tools ......................................................................... 25

Filing and Distribution .................................................................................................. 25

10.

Change Log ................................................................................................................. 26

Food Operations Policy

Policy Title: Policy Ref. No.:

POL/HP/01/AHL/FO/01

Version No.:

V1.0

Version Date:

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Title

Food Operations Policy

Purpose

The Policy details the operational requirements in the kitchens at the lounges in Abu Dhabi International Airport and Al Bateen Executive Airport in line with regulatory requirements from Abu Dhabi Food Control Authority.

Scope



Food operations staff policy



Open door policy



Communication, team work and recognition



Compensation and benefits



Staff airport access



During duty



Grooming



Discipline

Food operations risk management and control 

Food operations standards



Monitoring



Analysis



Corrective actions



Preventive actions



Record keeping

Food safety 

Time and temperature control



Cooling down



Heating up



Food labeling



Food storage



Food defrosting



Dry store of foods



Food expiry



Food category and suppliers

Knife policy in Etihad lounges

Food Operations Policy

Policy Title: Policy Ref. No.:

POL/HP/01/AHL/FO/01

Version No.:



Passenger feedback

Definitions and Abbreviations

V1.0

Definitions

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Description 

Food preservation is the process of treating and handling food to stop or slow down spoilage (loss of quality, edibility or nutritional value) and thus allow for longer storage.



Preservation usually involves preventing the growth of bacteria, yeasts, fungi, and other micro-organisms (although some methods work by introducing benign bacteria, or fungi to the food), as well as retarding the oxidation of fats which cause rancidity. Food preservation can also include processes which inhibit visual deterioration (when something becomes less closer to the original) that can occur during food preparation; such as the enzymatic browning reaction in apples after they are cut.



Many processes designed to preserve food will involve a number of food preservation methods. Preserving fruit, by turning it into jam, for example, involves boiling (to reduce the fruit’s moisture content and to kill bacteria, yeasts, etc.), sugaring (to prevent their re-growth) and sealing within an airtight jar (to prevent recontamination). There are many traditional methods of preserving food that limit the energy inputs and reduce carbon footprint.



Maintaining or creating nutritional value, texture and flavour is an important aspect of food preservation, although, historically, some methods drastically altered the character of the food being preserved. In many cases these changes have now come to be seen as desirable qualities – cheese, yoghurt and pickled onions being common examples.



Heating to kill or denature micro-organisms (e.g., boiling)

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Ozonation (e.g., use of ozone or ozonated water to kill undesired microbes)

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Toxic inhibition (e.g., smoking, use of carbon dioxide, vinegar, alcohol etc.)

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Dehydration (drying)

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Osmotic inhibition (e.g., use of syrups)

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Low temperature inactivation (e.g., freezing)



Combinations of these methods

Drying



Drying is one of the most ancient food preservation techniques, which reduces water activity sufficiently to prevent or delay bacterial growth.

Refrigeration



Refrigeration preserves food by slowing down the growth and reproduction of micro-organisms and the action of enzymes which cause food to rot.



Refrigeration allows foods such as fresh fruit, salads and dairy products to be stored safely for longer periods, particularly during warm weather.

Food preservation

Preservation processes

Food Operations Policy

Policy Title: Policy Ref. No.:

POL/HP/01/AHL/FO/01

Version No.:

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Freezing



Freezing is also one of the most commonly used processes commercially and domestically for preserving a very wide range of food including prepared food stuffs which would not have required freezing in their unprepared state.

Vacuum packing



Vacuum-packing stores food in a vacuum environment, usually in an air-tight bag or bottle.



The vacuum environment strips bacteria of oxygen needed for survival, slowing spoiling.



Vacuum-packing is commonly used for storing nuts to reduce loss of flavor from oxidation.

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Salting or curing draws moisture from the meat through a process of osmosis. Meat is cured with salt or sugar, or a combination of the two.



Nitrates and nitrites are also often used to cure meat and contribute the characteristic pink color, as well as inhibition of Clostridium botulinum.



Sugar is used to preserve fruits, either in syrup with fruit such as apples, pears, peaches, apricots, plums or in crystallized form where the preserved material is cooked in sugar to the point of crystallisation and the resultant product is then stored dry.



This method is used for the skins of citrus fruit (candied peel), angelica and ginger. A modification of this process produces glacé fruit such as glacé cherries where the fruit is preserved in sugar but is then extracted from the syrup and sold, the preservation being maintained by the sugar content of the fruit and the superficial coating of syrup.



The use of sugar is often combined with alcohol for preservation of luxury products such as fruit in brandy or other spirits. These should not be confused with fruit flavored spirits such as cherry brandy or Sloe gin.



Another method for preservation consists of using sugar at high and low temperature.



Smoking is used to lengthen the shelf life of perishable food items. This effect is achieved by exposing the food to smoke from burning plant materials such as wood. Most commonly subjected to this method of food preservation are meats and fish that have undergone curing.



Fruits and vegetables like paprika, cheeses, spices, and ingredients for making drinks such as malt and tea leaves are also smoked, but mainly for cooking or flavoring them.



It is one of the oldest food preservation methods, which probably arose after the development of cooking with fire.



Pickling is a method of preserving food in an edible anti-microbial liquid. Pickling can be broadly categorized as chemical pickling for example, In chemical pickling, the food is placed in an edible liquid that inhibits or kills bacteria and other micro-organisms.



Typical pickling agents include brine (high in salt), vinegar, alcohol, and vegetable oil, especially olive oil but also many other oils.



Many chemical pickling processes also involve heating or boiling so that the food being preserved becomes saturated with the pickling agent.



Common chemically pickled foods include cucumbers, peppers, corned beef, herring, and eggs, as well mixed vegetables such as piccalilli.

Salt

Sugar

Smoking

Pickling

Food Operations Policy

Policy Title: Policy Ref. No.:

POL/HP/01/AHL/FO/01

Canning and bottling

Jellying Aspic

Modified atmosphere

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

In fermentation pickling, the food itself produces the preservation agent, typically by a process that produces lactic acid.



Fermented pickles include sauerkraut, nukazuke, kimchi, surströmming, and curtido. Some pickled cucumbers are also fermented.



Canning involves cooking food, sealing it in sterile cans or jars, and boiling the containers to kill or weaken any remaining bacteria as a form of sterilization. It was invented by Nicolas Appert.



Foods have varying degrees of natural protection against spoilage and may require that the final step occur in a pressure cooker. High-acid fruits like strawberries require no preservatives to can and only a short boiling cycle, whereas marginal fruits such as tomatoes require longer boiling and addition of other acidic elements.



Low acid foods, such as vegetables and meats require pressure canning. Food preserved by canning or bottling is at immediate risk of spoilage once the can or bottle has been opened.



Food may be preserved by cooking in a material that solidifies to form a gel. Such materials include gelatine, agar, maize flour and arrowroot flour.



Some foods naturally form a protein gel when cooked.



Modifying atmosphere is a way to preserve food by operating on the atmosphere around it. Salad crops which are notoriously difficult to preserve are now being packaged in sealed bags with an atmosphere modified to reduce the oxygen (O2) concentration and increase the carbon dioxide (CO2) concentration



Modifying atmosphere is possible by using a block of dry ice, Nitrogen gas (N2) at concentrations of 98%, air-tight storage.

Principal hurdles used for food preservation

Hazard analysis and critical control points

Parameter

Symbol

Application

High temperature

Heating

Low temperature

Chilling, freezing

Reduced water activity

Drying, curing, conserving

Increased acidity

Acid addition or formation

Reduced redox potential

Removal of oxygen or addition of ascorbate



Hazard analysis and critical control points, or HACCP is international standard followed in food operations.



HACCP is a systematic preventive approach to food safety and pharmaceutical safety that identifies physical, chemical, and biological hazards in production processes that can cause the finished product be unsafe, and designs measurements to reduce these risks to a safe level.



In this manner, HACCP is referred as the prevention of hazards rather than

Food Operations Policy

Policy Title: Policy Ref. No.:

POL/HP/01/AHL/FO/01

Version No.:

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Version Date:

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finished product inspection. 

HACCP seven principles

The HACCP system can be used at all stages of a food chain, from food production and preparation processes including packaging, distribution, etc.

Principle 1: Conduct a hazard analysis. Principle 2: Identify critical control points. Principle 3: Establish critical limits for each critical control point. Principle 4: Establish critical control point monitoring requirements. Principle 5: Establish corrective actions. Principle 6: Establish procedures for ensuring the HACCP system is working as intended. Principle 7: Establish record keeping procedures.

HACCP Standards

The seven HACCP principles are included in the international standard ISO 22000 FSMS 2005. This standard is a complete food safety and quality management system incorporating the elements of prerequisite programs, HACCP and the quality management system, which together form an organization’s Quality Management system.

HACCP Training

HACCP management system trainings are only offered by several commercial companies.

HACCP Application

Applied range It can apply to several food categories; sea food, bulk milk production line, Bulk Cream and Butter Production Line, animal meat industry, Organic Chemical Contaminants in Food, Corn Curl Manufacturing Plant, etc. As example:



Fish and fishery products



Fresh-cut produce



Juice and nectar products



Food outlets



Meat and poultry products



School food and services

HACCP Implementation

It involves monitoring, verifying and validating of the daily work that is compliant with regulatory requirements in all stages all the time.

Risk analysis



Risk analysis is defined for the purposes of the Codex Alimentarius Commission as "A process consisting of three components: risk management, risk assessment, and risk communication."

Food Operations Policy

Policy Title: Policy Ref. No.:

POL/HP/01/AHL/FO/01

Version No.:

V1.0

Version Date:

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 The diagram above illustrates the relationship between the three components of risk analysis Risk Management



Risk management is defined for the purposes of the Codex Alimentarius Commission as "The process, distinct from risk assessment, of weighing policy alternatives, in consultation with all interested parties, considering risk assessment and other factors relevant for the health protection of consumers and for the promotion of fair trade practices, and, if needed, selecting appropriate prevention and control options."

Risk Assessment



Risk assessment is defined for the purposes of the Codex Alimentarius Commission as "A scientifically based process consisting of the following steps: (i) hazard identification, (ii) hazard characterization, (iii) exposure assessment, and (iv) risk characterization."



Hazard identification is "The identification of biological, chemical, and physical agents capable of causing adverse health effects and which may be present in a particular food or group of foods."



Hazard characterization is "The qualitative and/or quantitative evaluation of the nature of the adverse health effects associated with biological, chemical and physical agents which may be present in food. For chemical agents, a dose-response assessment should be performed. For biological or physical agents, a dose-response assessment should be performed if the data are obtainable."



Exposure assessment is "The qualitative and/or quantitative evaluation of the likely intake of biological, chemical, and physical agents via food as well as exposures from other sources if relevant."

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Risk characterization is "The qualitative and/or quantitative estimation, including attendant uncertainties, of the probability of occurrence and severity of known or potential adverse health effects in a given population based on hazard identification, hazard characterization and exposure assessment."



Risk communication is defined for the purposes of the Codex Alimentarius Commission as "The interactive exchange of information and opinions throughout the risk analysis process concerning hazards and risks, riskrelated factors and risk perceptions, among risk assessors, risk managers, consumers, industry, the academic community and other interested parties, including the explanation of risk assessment findings and the basis of risk management decisions."

Risk communication

Food Operations Policy

Policy Title: Policy Ref. No.:

POL/HP/01/AHL/FO/01

Codex Alimentarius Commission

Food quality

Version No.:

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Version Date:

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

The Codex Alimentarius Commission "...was created in 1963 by the Food Agriculture Organization (FAO) and the World Health Organization (WHO) to develop food standards, guidelines and related texts such as codes of practice under the Joint FAO/WHO Food Standards Program.



The main purposes of this Program are protecting health of the consumers and ensuring fair trade practices in the food trade, and promoting coordination of all food standards work undertaken by international governmental and non-governmental organizations."

Food quality is the quality characteristics of food that is acceptable to consumers. This includes external factors as appearance (size, shape, color, gloss, and consistency), texture, and flavor.

Food Spoilage

Spoilage is the process in which food deteriorates to the point in which it is not edible to humans or its quality of edibility becomes reduced. Various external forces are responsible for the spoilage of food. Food that is capable of spoiling is referred to as perishable food. Signs Signs of food spoilage may include an appearance different from the food in its fresh form as: 

Change in color,

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Change in texture,

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Unpleasant smell,



Undesirable taste.

(The item may become softer than normal. If mold occurs, it is often visible externally on the item). Food Safety

Food safety is a scientific discipline describing handling, preparation, and storage of food in ways that prevent food borne illness. This includes a number of routines that should be followed to avoid potentially severe health hazards. The five key principles of food hygiene are:

Abbreviations HACCP

Prevent contaminating food with pathogens spreading from people, pets, and pests.

Separate raw and cooked foods to prevent contaminating the cooked foods.

Cook foods for the appropriate length of time and at the appropriate temperature to kill pathogens.

Store food at the proper temperature.

Do use safe water and cooked materials. Description

Hazard analysis and critical control points

Food Operations Policy

Policy Title: Policy Ref. No.:

POL/HP/01/AHL/FO/01

Version No.:

V1.0

Version Date:

04/09/20112

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Policy Details

5.1. Food Operations Staff Policy 5.1.1.

Open Door Policy



It is the practice of our Food Operations to maintain open lines of communication with our employees.



Hospitality Management encourages employees and management to treat all employees in a fair and equitable manner. 5.1.2.

Communication, Team Work and Recognition

Daily shifts 



The hospitality department is operating 24/7 following 3 daily shifts: 

Shift A: 12am to 8am



Shift B: 8am to 4pm



Shift C: 4pm to 12am

Executive Chef and/or Sous-Chef may modify the shift hours to meet operational requirements.

Daily Shift Briefing



At the beginning of each shift, Chef in shift meets with the staff to provide briefing of previous brief and recommendations for next shift: e.g. banqueting requirements, VIPs, lounges guest numbers, changes in the menu



The purpose of this daily briefing is to communicate important information, to recognize employees, to provide quality education and to ensure continuous improvement.

Departmental Meetings



Weekly meetings held with Hospitality Operations Management to review day-to-day operations

Performance Evaluations



Regular performance evaluations are conducted by the Sous-Chefs with all staff. 

After the six month of Probation Period

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Regular review on a quarterly basis

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Final review at the end of the year

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The evaluation is discussed with the employee and the records are kept in the employee’s file.

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Ad-hoc meeting can be held the Executive Chef to further discuss the career development, incentives and other HR related matters.

Hotel Notice Boards

Food Operations Policy

Policy Title: Policy Ref. No.:

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POL/HP/01/AHL/FO/01

Version No.:

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Announcements of upcoming events, discounts, benefits or general Kitchen and Company news is posted on notice boards throughout the office. STAY INFORMED! 5.1.3.

Compensation and Benefits

Understanding Pay Slip



Assigned section, pay codes, amount paid and deductions are printed on payroll slip for individual record keeping.

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If an employee identifies any errors or discrepancies in his/her pay slip, the employee should notify immediately his/her Line Manager.

Pay day

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Salary Payment is made monthly by a bank transfer. If the employee does not have a bank account, the Hospitality Department will assist the employee in opening an account in the company’s chosen bank.

Time Records

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Each employee must clock in using the finger scanner and sign in the Attendance Sheet at the beginning of each shift and time worked.



No employee can sign in or out for another employee. If the employee signs in and out for another employee or the employee fails to sign in or out, this may result in disciplinary action.

Exchanging Shifts



No employee is permitted to exchange shifts with another employee without the Manager’s prior authorization.

Overtime



As necessary, employees may be asked to work overtime. All overtime work must be discussed and approved in advance by the Line Manager.



ADHC provides compensation for all overtime worked by employees in accordance with UAE Labor Laws. Unauthorized overtime will result in disciplinary action. 5.1.4.

Staff Airport Access



It is prohibited to enter the Airport while off duty or to use your Airport pass while off duty.

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If you are travelling on annual leave, you will travel as a regular passenger.

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All hand bags or any other belonging should be scanned through the Police Scanners when entering and exiting the Terminal Buildings.



Your Airport pass should always be visible while you are walking through the Airport when on duty.

Food Operations Policy

Policy Title: Policy Ref. No.:

POL/HP/01/AHL/FO/01

Version No.:

V1.0

Version Date:

04/09/20112

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You must always enter through Gate No.1 departure security check point and exit through the arrivals and customs hall.

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You must always show your Airport pass when required by the Airport authorities.

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It is prohibited to carry any parcel or any items on behalf of passengers or to give items to the passengers in the transit area.

5.1.5.

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During Duty



The use of mobile phones is prohibited during your shift and will result in confiscation.

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Any monies that you bring on duty must also be endorsed to the D M /Supervisor in your name to be collected at the end of your shift.

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You are permitted to bring a maximum of AED 50 to work. Excess money should be handed over to the DM / Supervisor before the shift.

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If you are carrying any items whilst leaving the Terminal building, permission must be obtained from the DM / Supervisor prior to exiting.

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Any lost and found item(s) or cash should be handed over to the D M / Supervisor.

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If you spot any un-attended bags, inform the D M / Supervisor immediately.

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It is prohibited to refer any complaints to the Police Department unless in the presence of a Duty Manager.



When in uniform and on duty within public view: 

Do not smoke.



Do not talk on your mobile phone.

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Do not use or have an MP3 player in view.

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Do not shout or use bad language.

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No part of the uniform is to be worn in public places when not on duty.

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Drinking alcohol is strictly not permitted.

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Eating, drinking, chewing gum or smoking within your work area or other public place within the airport are not permitted.

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Cigarettes, lighters and mobiles must be kept in the locker in the dressing room.

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Sun glasses are not to be worn inside the Terminal building. It is to be removed once entering the Terminal building and place within a carry case, pocket or carried by hand. They are not to be worn on top of the head.



When waiting for the bus in the car park, the following must be adhered to: 1.

Jackets if worn may be removed and neatly draped over the forearm, not applicable to Etihad service staff or Lounge staff.

The ties must remain tied until entering the bus. Ties must not be loosened at the neck.

Shirt sleeves must not be rolled up.

Waistcoats if worn must not be removed and remain buttoned up.



It is prohibited to carry home any company properties.

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You are not allowed to use any guest facilities on duty such as watching T V, using guest toilets, surfing on internet, sitting on the lounge sofas, reading news papers, using reception phone etc.



If you are sick, you must inform the D M / Supervisor 4 hours before the shift. A valid medical certificate should be presented the following working day. Non-compliance will result in absenteeism explanation, recorded verbal warning letter, two days salary deduction etc.

Food Operations Policy

Policy Title: Policy Ref. No.:

POL/HP/01/AHL/FO/01

Version No.:

V1.0

Version Date:

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

If you are absent, you are bound to give absenteeism explanation, followed by a recorded verbal warning letter, two days salary deduction etc.



You must gain permission from your Duty Manager / Supervisor, if you wish to go to the Personnel Department for any office follow ups.



The English Language is the medium of your communication to both staff and customers. Regional languages are allowed when preferred by the guests.



You must report at the workplace 05 minutes before the shift for the hand over.



The staff must work only in their designated areas. Any movement from their workplace must be with prior approval from the D M / Supervisor.

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Break Timing: you are allowed to enjoy your duty meal in staff canteen within the specified time and with prior approval from the D M / Supervisor.



It is strictly prohibited to give any medicine to the Guest even if they request it. Guide them to the clinic or medical store in Terminal 1 or Terminal 3.



From time to time you may be requested to perform tasks other than your job title. These requests will be directed to you by your Line Managers and you are asked to co-operate to the best of your ability. 5.1.6.

Grooming (Gents) 

Daily shower



Bad Breath – use mouth fresheners

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Body odour – light eau de cologne / body spray must be used



Nails – clean with no nail varnish.



Dirty hands – keep hands clean always by washing hands at regular intervals.



Wounds /cuts must be covered hygienically (e.g. finger cot)

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Do not cough; sneeze etc in front of the guest and food. If you are sick, report to the D M / Supervisor



Before entering kitchen, hands must be washed with soap and sanitizer as per hand washing procedure



After every visit to bathroom, hands must be washed with soap and sanitizer as per hand washing procedure

Belt



A plain black belt can be worn with trousers. The belt buckles must be small, plain silver or gold.

Shoes



To use company provided shoes

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Plain black leather shoes, well polished and kept clean always



Company shoes must be used for duty only. After duty, the staff must keep the company shoes in the dressing room.



Going home with company shoes is not authorized.

Socks



Black or dark grey socks to match the uniform trousers.

Bags



If any large items are brought into the terminal building you must be carried in a plain black leather or cloth bag. No plastic or paper bags are not to be used to carry items in the Airport.

Personal Hygiene

Food Operations Policy

Policy Title: Policy Ref. No.:

POL/HP/01/AHL/FO/01

Hair

Version No.:

V1.0

Version Date:

04/09/20112

Page:

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Clean, neatly trimmed and styled.

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No excessively spiky, tinted hair.

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Must not touch the shirt collar, back or side.



Hairnet must worn at all times during duty in kitchen area

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Etihad First Class staff must wear Chef cap

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Chef Cap must be worn when lounge visit/check

Correct:

14/26

Wrong:



Must be clean-shaven all the times.

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Side burns must not be longer than the mid ear or shorter

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Than The top of the ear.

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One silver or gold ring is permitted (not to be worn on the thumbs or index fingers)



One wrist watch is permitted with silver, gold or a leather strap. Watch face must not exceed 2.5 cm in diameter.



No earrings, bangles, bracelet or any other jewellery is permitted.

Nails



Nails should be kept short and clean.

Tattoos and Body Piercing



Tatoos and Body piercing must not be visible.

Name Badge



Name badge is to be worn at the left hand side above the breast pocket.



If the name badges are broken or lost it must be reported to the D M / Supervisor immediately to obtain a replacement.

Facial Hair

Jewelleries

Airport Security Pass 

Prescription Glasses and Contact Lenses

Security pass must not be visible while you are working in the lounge. It should be worn with a plain blue ID strap (EY strap for Etihad lounge personnel, black or Navy Blue for other personnel) when proceeding on a break and walking through the Airport.



Prescription glasses must have plain, simple frames.



When not being used it must be removed and not worn on top of the head or hung from a chain around the neck.

Food Operations Policy

Policy Title: Policy Ref. No.:

POL/HP/01/AHL/FO/01

Uniform

Version No.:

V1.0

Version Date:

15/26

To use the Chef jacket, pants and apron provided by the company



Uniform must be clean and pressed at all times.



Stained, faded, worn out, smelly are not acceptable.



Should uniform be damaged, this must be reported to the Sous Chef to obtain replaced.



At the end of the shift, Kitchen Staff drops the uniform in the designated laundry basket for cleaning Wrong:

Grooming (Ladies)

Personal Hygiene

Make-up

Page:



Correct

5.1.7.

04/09/20112



Daily shower



Bad Breath – use mouth fresheners



Body odour – light eau de cologne / body spray must be used



Nails – clean with no nail varnish.



Dirty hands – keep hands clean always by washing hands at regular intervals.



Wounds /cuts must be covered hygienically (e.g. finger cot)



Do not cough; sneeze etc in front of the guest and food. If you are sick, report to the DM / Supervisor



Before entering kitchen, hands must be washed with soap and sanitizer as per hand washing procedure



After every visit to bathroom, hands must be washed with soap and sanitizer as per hand washing procedure



Make-up must be worn whilst on duty and completed before entering the terminal building.



Make-up must be refreshed after breaks.



No excessive make-up is permitted.



Foundation must be worn.



Concealer and loose powder is recommended to provide an even, longer lasting complexion.



Blusher must be worn, pink, orange or brown, lightly dusted onto the cheeks.

Food Operations Policy

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Hair

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

Eye shadow must be worn. Shades of brown, grey, blue and light blue only.



It is recommended to also wear an eyeliner, brown, black, or grey thin line only



Mascara must be worn, black or brown only.



Lipstick must be worn, mat colours, reds and browns only. It is recommended to use a lip liner to prevent lipstick from ‘bleeding ‘. Lip liner should as close to the lipstick colour as possible or one shade darker.



One pair of stud earrings, silver or gold (one earring per ear only).



Necklace will not be worn with uniform.



When in uniform the hair can be worn in one of the 4 acceptable styles: 1.

French Roll

Bun with hair net and scrunchie

Pony tail – no longer than 15 cm( not applicable for the service personnel).

French Braid



Fringes/bangs should remain above the eyebrows.



Hair colours should be natural.



Re-growth of coloured hair should be well maintained.



Styling products may be used to secure styles i.e. gels and hair sprays but not excessively.



Hair Accessories 

Fine black or brown net- plain, near hair colour.



Two plain black or brown barrettes.



Pins are permissible but must be hidden.



No other hair accessories are permitted.



A plain leather belt can be worn with trousers and must match the colours of the trousers.



The belt buckle must be small, plain silver or gold.



To use company provided shoes



Shoes must be kept clean, polished and in good condition at all times.



Must be worn with a skirt or trousers if the bridge of the foot is visible.



Must be skin colour (to match your skin.



Personal handbags must be plain black with no brightly coloured chains, buckles and bows etc. and not exceed 40 cm in width and length.



Other items not carried within the handbag must be enclosed within a black leather or cloth bag.

Watch



A wrist watch is permitted silver ,gold or plain strap.

Nail



Clean, well trimmed. unpolished nails for service staff.

Belts

Shoes

Hosiery

Handbag

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Polished nails are permitted for SSO’s, GRO’s, Hotel Receptionists etc.

Discipline



In order to portray professionalism within the Hospitality Department as a whole, it is important that all team members adhere to the uniform and grooming standards as set out in this handbook.



In the event that any of these standards are not adhered to, the following disciplinary action will be taken: 

1 non-compliance – Recorded Verbal Warning 

For shoes, time will be given until the next payday to change to the required standard.



If the employee is able to rectify the non-compliance immediately they will be permitted to return to work.



If the employee is unable to rectify the non-compliance immediately excluding shoes then she will be sent home and marked absent and deducted 2-days salary.



2 non-compliance – Recorded Verbal Warning, sent home (regardless of being able to rectify the non-compliance) and marked absent and deducted 2-days salary.



3rd non-compliance – 1st Written Warning with 1-month non-payment of service charge and sent home, marked absent and deducted 2-days salary.



4 non-compliance – 2nd Written Warning with 2-months non-payment of service charge and sent home, marked absent and deducted 2-days salary.



5 non-compliance – 3rd and Final Written Warning 3-months non-payment of service charge and sent home, marked absent and deducted 2-days salary.



6 non-compliance – Employment contract cancelled and fees owed to the company will be enforced.

5.2. Food Operations Risk Management and Control 5.2.1.

Food Operations Standards

Food Supply: 

Defined standard list of food items with brand name and supplier

Food Stock: 

Food items (dry and frozen) are stored based on pre-defined minimum/maximum stock levels



Expiry dates of stored items must not exceed 6 months by receiving from suppliers

Ordering: 

Items are ordered based on menus



Orders are placed 24 hours in advance for fresh vegetables, fruits, frozen items and dry stored items



Orders are placed 36 hours in advance for fresh meat and poultry



Missing items must be notified immediately and have to be delivered on the same day.

Food operation: 

“Zero” waste policy: all food supplied are utilized to a maximum level.



Expiry dates are regularly monitored and menus will be adapted to ensure maximum level of food utilization is maintained.

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Communication: 

Reporting



Recording



Review and update 5.2.2.



Monitoring

Risk assessment and quality control are performed on day-to-day basis with regular checks at each food operation step: from receiving to serving a product: 

Quantitative checks



Qualitative checks: 

Temperature



Visual



Odor



Period prior expiry



Production date



Risk analysis is based in a number of food operations criteria defined in the Food Operations SOP.



Checks conducted every: 

Shift by Shift Leaders



Delivery by receivers



Spot checks by Sous-Chef

5.2.3.

Analysis



Identify repetitive errors or deviations to standards



Elimination of errors and deviation:



Amend standards and operating procedures



Define improvement initiatives

Corrective Actions

Call supplier for immediate delivery

Quality of food delivered not meeting the standard 



Missing items: 



Change of supplier

Conduct sample analysis as needed to verify quality, health and safety are met 5.2.4.



Call supplier for immediate replacement

Breakdown of chiller 

Immediate repair

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Adapt the menu



Report wasted items and discard

Version Date:

Communication with supplier setting the standards



Temperature standards



Hygiene standard procedures



Food handling standards procedures (receiving, storage, cutting)



Implementation improvement initiatives



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Preventive Actions



5.2.6.

04/09/20112

Record Keeping

To be in place: 

Risk Assessment Register



Incident Register



Menus record

5.3. Food Safety 5.3.1.

Time and Temperature Control



Time and temperature control plays a critical role in food safety.



To minimize the amount of time food spends in the danger zone, foods should be moved through the danger zone as lesser time as possible when reheating or cooling.



The danger zone is defined as 5°C - 63°C

Foods with higher potential risk in the danger zone: 

Meat, Fish, poultry



Eggs, protein rich foods



Dairy products



Cut or peeled fresh produce



Cooked vegetables, beans, rice, pasta



Shellfish



Sauces such as gravy



Sprouts



Any foods containing the above, ex. Casseroles, salads, quiches.

5.3.2.

Cooling Down

In order to ensure that foods are kept out of the danger zone, the following cooling down methods are used:

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Staff using thermometers: 

Chiller thermometers



Portable thermometers for checking the temperature when receiving and when food displayed in the buffets

Cooling down process: 

Blaster chiller used cooling down cooked food from 100°C to 5°C in maximum time of 2 hours depending of the initial volume.



Temperature is monitored by the blaster chiller thermometer.



Cold food in the buffet must be kept at 5°C and maximum 2 hours displayed.



Food chilled at kept between 0°C and 5°C



Frozen food are kept between -18°C and -22°C

5.3.3.

Heating Up

General:



Cooking food until the core temperature is 75 °C or above will ensure that harmful bacteria are destroyed.



However, lower cooking temperatures are acceptable provided that the core temperature is maintained for a specified period of time as follows:



60 °C for a minimum of 45 minutes



65 °C for a minimum of 10 minutes



70 °C for a minimum of 2 minutes

Hot food in the buffet must be kept above or on minimum of 63°C and maximum 2 hours displayed

In Rational oven:



Prepared food: prepared food is cooked in the oven based on core temperature (minimum 65°C) on heat and steam for time period of minimum of 15 minutes depending of the product, quantity, gravy or non gravy



Raw food: raw food is cooked based on core temperature using oven thermometer depending on the product

Stovetop (hot range):



Different cooking method is used depending on the food style: boiling, steaming, frying, sauté, mijoté, sizzling, etc.

5.3.4. 

Food Labeling

As part of the food control and safety, all food items (incoming food as well as food handled in the kitchen) must be labeled with the following information:

Food Operations Policy

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Food item name



Production date



Expiry/best before date



Freezer Expiry date (if applicable)

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For food items stored in the freezer and removed out of the freezer/box and stored in the chiller, a new label must be placed in the food item indicating the new expiry date as per the method of food handling as follows: 

Food item name



Production date



Freezer Expiry date



Preparation before + date

For food items quickly defrosted and directly cooked and stored in the chiller, the new label must be placed on the cooked food indicating the following:

5.3.5.



Food item name



Production cooking date



48 hours shelf life

Food Storage

Food items are stored in 

Shelves (dry food) (temperature to be maintained below 25°C)



Chillers (fresh, cooked, uncooked food) (temperature to be maintained at 0°C to 6°C)



Freezers (fresh, cooked, uncooked, pre-cooked, raw ) (temperature to be maintained at -18°C to -22°C)

Food Storage Areas: 

Main Kitchen at T1



Main stores at Skycity

5.3.6.

Food Defrosting



Food should never be thawed at room temperature, this increases the risk of bacteria and virus growth and the risk of food poisoning. Once thawed, food should be used and never refrozen.



Frozen food are defrosted using the following methods:

5.3.7.



Microwave oven



During cooking



In cold draining water



In the chiller

Dry Storage of Foods

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Vegetables 

The guidelines vary for safe storage of vegetables under dry conditions (without refrigerating or freezing) according to the vegetables characteristics.



Example: 

Cool and dry: onion



Cool and moist: root vegetable, potato, cabbage



Warm and dry: winter squash, pumpkin, sweet potatoes, dried hot peppers

Grain 

Grain, which includes dry kitchen ingredients such as flour, rice, millet, couscous, cornmeal, and so on, can be stored in rigid closed containers (glass, plastic or metal) to prevent moisture contamination or insect or rodent infestation.

Spices and herbs 

Spices and herbs are kept in plastic, glass or metallic containers for storage and dispensing purposed.



Spices and herbs can be preserved in vinegar or oil for short periods of up to a month, creating flavored vinegar or oil.

Meat 

Perishable meats should be refrigerated or frozen promptly.

Fish and shellfish 

Perishable meats should be refrigerated or frozen promptly.

Food rotation 

Food rotation is important to prevent expiry by following FIFO (First In First Out):

5.3.8.



When storing, the fresher food must be placed at the back of the shelve.



When food is rotated, the food that has been in storage the longest is used first.

Food Expiry

Food received: 

All dry food and frozen food on delivery should have a shelf life of minimum 6 months.

Dry and Frozen stored at Food in Hospitality Stores: 

All dry food and frozen food should have a shelf life of minimum 6 months.



The Assistant store keeper must identify food items less than 6 months of shelf life and non-moving food items and must inform the Executive Chef.

Food stored at the Kitchen Store: 

Minimum stock is maintained and food rotation is followed to avoid food expired.



When food item is about to expire, the next daily menus is amended in order to avoid food waste.

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Food displayed: 

Food items with expiry dated displayed in the buffet lounges (e.g. yogurt, juices, milk)must be regularly checked and removed if expired with a minimum 2 days.



Menu items should not be displayed in the buffet lounges more than 2 hours. Cold items should be discarded and hot items are reheated in the kitchen 5.3.9.

Food Category and Suppliers

Daily food items:



Milk from Al Ain Diary



Fresh juices from Barakat



Fruits, vegetables, meat, readymade food, banqueting requests from ADIFC



Fresh fish from Mitras



Freshly homemade Arabic sweets from SSP



Breads and sweets from Swiss Bakery

The above items are delivered and consumed on daily basis. Dry food items



Dry food items supplied by various Suppliers in bulk quantity



Dry food items are stocked based on maximum and minimum quantity basis

Food items Storage



Hospitality Store at Sky City: dry and frozen food



Hospitality Store at Catering Building



Operational Kitchen Stores at Terminal 1 and 3

Delivery



Direct delivery via Gate 1: Al Ain Diary, Swiss Bakery, Mitras (limited quantities)



Direct delivery from Gate 21: ADIFC, Hospitality Stores, Barakat Juices



Internal delivery via Terminal 3: SSP

Receiving Timings



Milk/ Yoghurt from Al Ain Diary: +/- 5.00 AM



Fresh juices from Barakat: +/- 5.00 AM



Bread from Swiss Bakery +/- 4.00 AM

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

ADIFC morning delivery for Breakfast: +/- 4.00 AM



ADIFC afternoon delivery : +/- 4.00 PM



Hospitality Store Items can be delivered at any time during according to availability of Staff

5.4 Knife Policy in Etihad Lounges Purpose



To ensure that all knives are used and kept properly in the kitchens at Etihad lounges in Terminal 3

Scope



This policy applies to kitchen and stewarding staff who handle and prepare the foods

Policy



Before starting every shift, the cook has to check the quantity of knifes and the engraved numbers and complete and signs the Daily Knife Count Register specific to the kitchen.



If a knife is missing:



The cook has to indicate it in the form and must report immediately by calling the Executive Chef or Sous-Chef.



The Executive Chef or Sous-Chef investigates the missing knife and contacts Etihad Lounges Operations Manager if required.



The Etihad Lounges Operations Manager reports to CID if required.



The CID will investigate the case.

The Daily Knife Count Registers must be kept for 3 months in the kitchen file cabinet for records and investigation if required

Other kitchens: 

For kitchens in Terminal 1 lounges, knifes must be engraved, be used and kept properly in the kitchens.

5.5 Passenger Feedback 5.5.1 Passenger Feedback 

Passenger Comments Cards are available at Al Dhabi Lounge.



The Guest Relations Officer collects the Passenger Comments Cards from passengers when filled in.

5.5.2 Passengers Statistics 

The Guest Relations Officer is responsible to collect the feedback in the Customer Feedback Report and submit to the Hospitality Senior Management for review.

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The Executive Chef and Sous-Chef reviews the feedback and identify improvement initiatives if required.

Monitoring, Evaluation and Review



Daily monitoring



Spot checks



Passenger feedback

Exceptions

Supporting Documentation and Tools

Business Process Documents

N/A



Forms: 

Menu Specification Form



Missing Items Form

Registers



Risk Assessment Register



Incident Register



Cleaning Schedule Register



Daily Knife Count Register

Reports: 

Monthly Supplier missing items

Record Keeping



Menus record using the Menu Specification Form

Filing and Distribution

This Policy is available on ADACNet and in Al Dhabi kitchen office. This Policy is communicated to all kitchen and stewarding staff when joining. The new employee must sign the acknowledgment form for records. Any change of the Policy is announced by internal bulletin emailed and published in ADACNet and the staff

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bulletin boards.

10. Change Log

Version No.

Document Creation, Review, Approval and Change Tracking

V1.0

New version

Actioned by Action Date (Name, Title, Department)

Change Effective Date

V2.0

N.B. This document is UNCONTROLLED unless signed by an authorized person in the appropriate section of this document or viewed in Workflo! on ADACNet