TITLE PAGE

THE IMPORTANCE OF QUALITY IN FOOD AND BEVERAGE

PRODUCTION.

A PROJECT PRESENTED

BY

UGWUANYI MATHIAS IKENNA

REG NO: FPI/HND/HMT/08/015

A PROJECT SUBMITTED TO

THE DEPARTMENT OF HOSPITALITY MANAGEMENT,

SCHOOL OF TECHNOLOGY,

FEDERAL POLYTECHNIC,

P.M.B 1037 IDAH,

KOGI STATE.

IN PARTIAL FULFILMENT OF THE REQUIREMENT FOR THE

AWARD OF HIGHER NATIONAL DIPLOMA (HND) IN

HOSPITALITY MANAGEMENT.

OCTOBER, 2010.

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APPROVAL PAGE

This is to certify that this project has been read and approved

as having met the requirements for the award of Higher National

Diploma in Hospitality Management.

By

Mrs. E.A. Onyejizu Mr. M.S Adama

Supervisor Head of Department

_______________ _______________

External Examiner Date

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DEDICATION

This project is dedicated to my dear wife, lecturers, friends and

well wishers who contributed immensely either through cash and kind

till the completion of this project. And I also thank the Almighty God.

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ACKNOWLEDGEMENT

I first of all thank the Almighty God who gave me the strength to

accomplish this assignment.

My thanks goes to my dear wife, lecturers, friends and well

wishers whose efforts and were in no small measure to the

successful completion of this project.

I also thank my brothers and sisters who gave words of

encouragement during the project work.

I also wish to thank my able supervisor Mrs. E.A Onyejizu who

always devoted her time in supervising my project work and also

making all the necessary corrections.

I also thank the able academic advice of Chief E.O Nda

Suleiman for his academic advice.

My deep appreciation goes to my able Head of Department Mr.

M.S. Adama for his tireless efforts in making sure that we in his

department excel in the project work and other courses in the school.

Again, I also thank the chairman of the Project Committee

Mallam A,.Ali for his immense contributions.

My thanks also goes to Mrs. E.A Musa, Mrs.A.A Kuku and Mrs.

E.O. Ochi who gave enough stuff during their lecturer which made the

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project work easy. I thank other friends like S.O. Onyeabo, Mr.

George etc. for their roles during the research work.

Finally, my profound gratitude goes to Mr. Ekere Thadeous

Jude the lecturer civil Engineering Department for his financial

assistance throughout the period of the project.

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ABSTRACT

This project work deals with the importance of quality in food and

beverage production. This study was carved out through

questionnaire personal/observation and also through the collection of

data.

It deals with what is food and beverage production, and

meaning of quality, types of quality, factors that brings about quality in

food and beverage production, and the importance of quality. The

study also identifies reasons for poor quality and also made

recommendation for both quality standards which will help any

hospitality establishment to grow.

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INTRODUCTION

According to William J. Stevenson (2002) Operations

Management. 7th edition. Publishes by Mc Graw – Hill/Irwin an

imprint of Mc Craw – Hill Companies Inc defines quality as

The degree of perfection also the degree to which standard is

met.

Quality according to Longman Dictionary of Contemporary

English defines quality as the “The degrees to which something is

good or bad”. Also according to Oxford Advanced Learner’s

Dictionary of 6th and editions put quality as known with the follow up

definitions- “The standard of something when it is compared to other

things, how good or bad something is to be of good quality, poor

quality, high quality goods it went further to say when costs of goods

are reduced, product quality suffers, their quality of life improved

when they moved to France.

It went further to say it in adjective as follows – that quality is

used especially by people trying to sell goods and services, to say

that something is of high quality e.g we specialize in quality service at

a competitive price.

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We are interesting in anything good quality in food and

beverage production as customers will like to get the best quality

products from our foods and bar production. Nobody will like to buy

inferior goods and services from even markets. So also, in the

Hospitality Industry, customers are interested in quality food, quality

services etc.

According to John Ruskin (1819 – 1900) “It is universe to pay

too much, but it is worse to pay too little when you pay too much, you

loose little money that is all. When you pay too little, you sometimes

lose everything because the things you brought was incapable of

doing the things it was brought to do”. From the above quotation,

quality is very important in food and beverage production in order to

enable any establishment stand.

The world is becoming aware of quality in every endeavour due to its

importance especially in food and beverage operations. Countries like

Japan, China and America are paying much attention to the word

quality products, quality foods, quality assurance, quality control and

even quality time. But the revise is the case in Africa especially, in

Nigeria where people prefer poor quality goods and services because

the are cheap.

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But in hospitality industry, there are lot of competition and when

an establishment does not maintain quality standard, it is bond to fail.

Many people are realizing that quality is important especially as there

is an increase in travels, and technological advancement, new

demand or seek the best for any hospitality industry to make profit, it

must design methods of producing quality foods and beverage

services to the customers in food and beverage production, products

and services are important. The product in this area includes food

and drinks. The kitchen staff headed by the chef must try to maintain

quality products, quality service and managing the marketing systems

in order to maximize profits.

The chef must use the principles of planning, organizing,

directing and controlling of set standards in order to obtain quality

standard. This have different types of quality such as quality

assurance. This is the practice of managing the way goods are

produced or services are provided to make sure they are kept at high

standard.

Quality Control: This is the practice of checking goods as they are

being produced to make sure that they are of high standard.

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Quality Time: This is time spent giving your full attention to

somebody especially to your children after work.

According to Abraham Maslow, hierarchy of needs says that

“food is the basic need of man” because of this, quality food and

beverage of this quality food and beverage production is very

important.

Food according to Advance Learner’s Dictionary defines food

as “the substances both solid and liquid taken into the body through

the digestive track for use in growth maintenance and repair of body.

Function of Food

1) It provides energy to do work

2) It acts as building material in growth and repair

3) It regulates the life processes

The daily diet is said to be adequate when it can supply enough

of the essential nutrients to perform the function of food. Adequate

diet has the proper amount of each of the six classes of nutrients

such as protein, CHO, fats, and oils, water and mineral.

1.2 STATEMENT OF PROBLEMS

The problems facing food and beverage operation in Nigeria

are many unlike other nations like China, America and Japan/

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1) In Nigeria, majority of people believed that kitchen is only for

women. They believe that education of women is under the kitchen.

But the trend has changed since great number of men work in kitchen

of every hospitality industry.

2) Again, some production area lack quality equipment. Some

operate with inferior equipment which will not last and may even

cause food poison when used. There is lack of quality equipment.

3) The purchasing of bad quality food commodities from the market

food stuffs may not be purchased after harvest. Some of them may

go bad before sale examples are the perishables like vegetables,

eggs, meats, fish etc. These items if not stored well will go bad before

use in the kitchen and this will prevent quality production.

4) They may not be correct proportion. They may be over or under

use of food ingredients.

5) They may not be knowledgeable and experienced kitchen staff. To

this effect, quality items may be provided but products with emerge

6) Lack of storage system. Some items may so bad due to lack of

storage facilities like freezer, refrigerators or cold room.

7) Lack of personal and food Hygiene: When a high level of hygiene

is not maintained in the food and beverage production, the result is

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the production of food contaminated with micro organisms which

results in food poison and may lead to death of customers.]

8) Food costing: When food cost is not maintained by the chef, they

must be a problem. Corts like food cost, labour cost, operational cost

and overhead costs has to be followed. But in some establishment,

they may not do costing and at lat, they will know whether they have

made profit or not.

9) Lack of standard kitchen layout: Some do not have standard

kitchen layout and this does not allow enough space to the working

staff and this always cause accidents in the kitchen.

10) Lack of menu planning – some kitchen staff do not plan menu

and do not even know the six basic nutrient from food they are

preparing e.g an establishment may be serving food containing CHo

for one week.

11) Lack of water supply: At times there may not be enough water

supply in the kitchen. And this creates problem because there will not

be enough for wash up, cooking and for the drainage system.

12) Lack of power supply: There may not be enough supply of

electricity for mechanical and electrical equipment to operate. Some

may not even have stand-by generator in case PHCN takes light.

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13) Lack of customer service: The quality food may be produced in

the kitchen but the question is “how is this food presented and served

by the service staff like waiters?” At times, waiters may not be skilled.

14) Lack of capital – there may not be enough capital to provide all

the above mentioned items. This modern kitchen is capital intensive

this has lead to use of out-dated equipments.

15) Food wastage: Some kitchen staff waste a lot of food and items

during production and this results in low profit margin.

16) Overhead costs: A lot of expenses are incurred like the PHCN

bill, the water co-operations etc. and if care is not taken, it will reduce

the profit margin.

1.3 STATEMENT OF PURPOSE

According to lecture delivered on 4/3/2010 by Bana on

customer service, quality food if produced will be of befit to the

organization, to the staff and the customers.

Organization

1) It will build the public image

2) It will motivate customers

3) It will increase their sales volume

4) It will increase profit making

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1) The customer and organization will appreciate their efforts

2) Employees get rewards like tips and pay increases

3) They make outside friends

4) It promote team

To customers

1) customers expectations are met

2) Customers gets satisfaction

3) When they gets satisfactions, they will tell others and others will

come and the company will make sales volume and profits are made

and the salaries of workers will be paid.

This research dwells on the following

1) The definition of quality

2) The types of quality in F.B

3) Factors that leads to quality production

4) The importance of in food and beverage production

5) How to improve the quality in food and beverage operation in

Nigeria.

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1.4 AIM AND OBJECTIVES OF STUDY

At the end of this study, people would know the following .

1) The factors that leads to quality in food and beverage operations.

2) The importance of this quality to both the organization, the staff

and the customers

3) The problems of food and beverage operations especially in

Nigeria.

4) Again, how to improve the quality in food and beverage operations.

5) And the recommendations made after

1.5 RESEARCH QUESTION

In this research work, we try to get questions as follows:

1) What is meaning of the word quality?

2) What strategies can one use to get quality in food and beverage

production?

3) What are the likely problems of getting quality in food and

beverage production?

4) What really are the benefits or gains of quality in food and

beverage production

5) What are the quality products

6) Are they important to the establishment, staff and customers?

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7) How can we improve on this quality standard?

8) What are the problems in achieving this quality standard there are

recommendations?

9) Our customers satisfied in our products?

1.6 LIMITATIN OF THE STUDY

In order to make the research move more

The work covers areas like the kitchen area, beverage

operations, the services area, the equipment in both food and

beverage operations, methods of cooking, the staff in both food and

beverage production.

This also includes the food and beverage production

management such as forecasting, planning, organizing, controlling

and co-coordinating the activities of other in order to achieve common

goals.

This is mainly done by the kitchen chef.

A typical example of the food and beverage production area is

Department of Hospitality Area, the kitchen and Restaurants.

The study of this was made possible by the use of theory of

catering 4th, 7th, 10th and 11th editions, respectively. Also, the

scope covers some lecture notes by our able lecturers.

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1.7 SIGNIFICANCE OF THE STUDY

The significance of this study is

1) How to produce the best quality food

2) How to produce best quality services to the customers

3) A strategies used to set these qualities

4) It is also how to maintain hygiene condition in production of food

and beverage

5) It also signifies the benefits or the importance of this quality

products to the establishment, staff and the customers in particular.

6) The importance of the quality in food and beverage productions.

7) The impacts of the quality on the establishment, staff and

customers.

1.8 DEFINITION OF TERMS

Quality: The standard of something when it is compared to other

things.

How good or bad something is. Or word used by people trying

to sell goods and services to show that they are of high quality.

Quality Assurance:

This is the practice of managing the way goods are produced or

services are provided to make sure they are kept at a high standard.

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Quality Control:

This spent giving your full attention to somebody especially to

your children after work.

Total Quality Management (TQM)

This means the system of using staff by the chef to produce

quality food and drinks that will satisfy the customers.

Mission Statement:

A statement giving the staff of an establishment the values,

aims and objectives of the establishment

HCIMA:

Hotel catering and Institutional Management Association

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CHAPTER TWO

2.0 REVIEW OF LITERATURE

This chapter deals with the review of literature or documented

materials used during this study. In order study the importance of

quality in food and beverage production, the researcher reviewed a

number of journals, books, lecture notes of some lecturers,

magazines and past project work.

2.1 THE QUALITY PRODUCTS OF FOOD AND BEVERAGE

PRODUCTION

Quality according to Oxford Advanced Learners Dictionary 6th

edition defines quality as the standard of something when it is

compared to other things, how good or bad something is to be of

good quality, poor quality high quality suffers, their quality of the

improved when they moved to France”

But Longman Dictionary of contemporary English define quality

as “the degree to which something is good or bad”.

From the above definitions, our concern is the good quality

food, drinks and service food and beverage production.

The service of these products are very important because good

quality products may be produced but may spilt during services by

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the waiters or staff. For example, quality foods and drinks may be

produced but if not well presented to the customers may reduce the

quality thereby reducing the image of the whole establishment.

Denis R. Lillikrap and John A. Cousins in their book of food and

beverage service said “the product of food and beverage operation is

not just the food and drink itself. Any member of staff coming into

contact with the customer is also part of the product” They went

further to say “No” matter how good the quality of food, beverage

dear or equipment poorly trained, saruffy or unhelpful staff can

destroy the customers potential satisfaction can destroy the

customers potential satisfaction, with the product. It is also true that

well-trained smort and helpful staff can sometimes make up for

aspects which lacking elsewhere in the operations”

According to the book of Hotel Management and operations –

4th edition written by Denney Rutherford written by Denney of Ruther

food and machine J.D. Fallon said on quality product in the problem

for builders was that the variety and quality of products are not up to

the required stands”

Because of these, the food beverage department, seems to be

declining along with the quality of ingredients. According to them, the

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management solved this problem by creating the position of food

storages who initially focused on buying high quality produce locally,

the food forage or went very far in purchasing species shelsfish

cheese and meat. He used to hot line to report the expected delivery

dates and expenditures. The building chef adjusted menu basaed on

the incoming items.

Consequently, the food ingredients are of highest quality and

the chef has to experiment with continuously changing menu.

Also seeking to install a passions for food and beverage a book

b y wyndham Hotels and Resort designed its best of class program

with the aim of making nyndham a leader in food and beverage

innovations, quality and service.

These writers suggested the following steps:

1) Re engineering menus and recipes

2) Modified during rooms and introduced display kitchen

3) Upgraded table tops staff uniforms, chinas, glass and silver

uniforms, chinas, glass and silver.

4) Developed seasonal food and beverage promotions

5) Recruited outstanding culinary talents

6) Promoted food and beverage products within hotels

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7) Collaborated with food vendors to obtain distinctive products and

with vendors to upgrade wine lists, and conduct tastings.

8) Implemented wine-by-the-class programme using varieties with

high brand awareness.

9) Developed a server training program that emphasized product

knowledge and upselling techniques.

10) Implemented incentive programs desired to motivate servers and

become better educated about food and wines being served.

11) Reinvented room service procedures by providing training in

proper service etiquette, prodefying of training videos and manuals

and upgrading equipments.

12) Revise in – house marketing materials such as menus and in-

room directories.

All the mentioned steps should be used in producing best

quality products.

So if service is provided by food and beverage production, the

quality service is required.

Quality service include the warm and friendly reception of a

quest the proper prompt attention given to him or has needs, the

speed of service of food, the courteous usage of language, how the

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complaints received are dealt with a host of others. The customer

may not only received good food, drinks and quality service but also

may require a good atmosphere.

Roger Cartwright and George area in their book writing about

customer’s satisfaction defines quality as follows: “Fair exchange of

price and value or the degree to which customer specifications are

satisfied. The dictionary meaning of quality says “Degree especially

high degree of goodness or worth”.

The need for quality in food and beverage production is very

important as we are in era of stiff competition. It is important to have a

definite opinion of the level of quality required in food and beverage

production.

Also, a book by Las Walk says “The image and prospects of

food and beverage prospects of food and beverage production

depends on the quality of services rendered to the customers”. This

means that quality products has to be produced in order to satisfy our

customer who has the choice of products.

He also went further to say that “customer” needs are the prime

importance both to themselves and to the established”, if the quality

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required by our customers are not met, they will stop patronage and

do not expect any recommendation.

When this happens, there is a saying “ a dissatisfied customer

has more friends them a satisfied one”.

Also walking it is able said “when customer receive a courteous,

efficient and effective service, they come back for more and

recommend your services to contracts. In order to retain customers,

food and beverage production must operate to acceptable standard

and present a positive image. Its standing market segment will

depend upon its customers awareness of the quality of products

services and processes it provides”.

Also according to Hotel Catering and Institutional Management

Association (HCIMA) magazine February, 1994, the term “customer”

starts from the external customers and work back to the internal

customers”. This means that a customer can be any person who

receives a service or product from a supplier, that is there are

external and internal customer. Here the in food and beverage

production are the internal customers while the guest are the external

customers both the internal and external requires quality service eg.

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The laundry staff will have to wash and press the uniforms of

the smart to customers always. The magazine also added that

“insufficient quality can be equally inconvenient to management and

staff themselves. Las Walkling went further to explain that continued

success in the food and beverage production will coped upon the

supplier’s ability to deliver products and services that are fit for their

intended purpose and satisfy customers.

The quality of services offered to individual guest by the staff

should be commensurate with, the standard service any

establishment always set out to please customers or guests so that

he or she may be pleased to come again. Therefore, quality products

should be produced by the food and beverage production in order to

promote quality service to our noble or customers.

2.3 QUALITY SYSTEM AND HOW TO ACHIEVE IT

How to achieve it factors which leads to achieving quality in

food and beverage production.

Since the world authors have written several authors and books

on quality management in the industry. Many quality system have

been adopted and implemented.

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Les Walklin in his book putting quality into practice states that

“quality is infact a moving target” an this was confirmed in a note

written by Andrew Furply: managing director of F. Furply and sons ltd.

To achieve quality in food and beverage production, the following

systems can be used:

T.O.M: This means total quality management. Lecture notes on

Hollings faculty department of total, catering and tourism

management 1995/96 academic sessions wrote.

TO.M is a philosophy that impact on the organization and its

people it moves. Beyond the documentary procedures to create an

environment to achieve performance beyond customers spectations

T.O.M organization’s manage service and employees alike and there

is no end point to T.O.M as a quality system”

Les Walklin also wrote about T.O.M “it is a senior management

led initiative intended to improve effectiveness and to build quality

into the services delivered, involve on the whole workforce for a

commitment correctly is emphasized.

Stephen Dodwell, a general manager on holiday Inn Bristol also

defined T.O.M as follows:

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“Total means involved everyone, quality means delighting the

guest and management involved organizing rather that

supervising the total element covers communication, training,

recognition reward and empowerment.

This principles of purpose is to bring about quality products,

quality and services to our guests.

Walklin also writes on the features of T.O.M “for some people,

the concepts of total quality is based upon little more than a personal

outlook or view of what they believe to be the requirements imposed

by external agencies powerful stakeholders for others, some system

of T.q.M is seen as being desirable in order to ensure that every

person and every resources employed work properly together. He

also went further to say that “what ever view is taken, there is a need

to satisfy customer requirement in order to become successful or stay

in business. Therefore, T.q.m acts as an agent of change involving all

staff”

East, J. (1993) Summarizes the following as key T.q.m issues.

1) There has to be quality policy or mission statement to enable an

organization to survive.

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2) There must be plan of actions to achieve this objective actions to

achieve this objective.

3) Empower the staff and ensure management structure

4) Understand your customers requirements and expectations

5) Plan to do the jobs right from the first time

6) Establish a quality assurance system which identifies the

standards to be achieved.

7) Implement a quality improvement process to include the use of

team work and the right tool and techniques. Measure how these

improvements satisfy the customers needs.

8) Demand and bring about continuous improvement and recognize

achievements when they occur.

Les Walkhin also wrote “wherever I am operates, staff should

be actively involved in managing quality and playing an important part

in management decision making without staff involvement and

supports, I will become ineffective and will grade to a half.

All the views of the authors on the views of the authors seems

to be simple and best. This is because he said to achieve the quality

standard set, the involvement of all the staff is necessary, no matter

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the level of staff, especially those that come in contact with the

guests, food and drinks.

In food and beverage management, there shall be free and

easy communication trang and recognition of staff.

2) BS 5750:

The stands for British Standard code for series of standard

quality. Les Walklins puts it this way “the BS 5750/150 9000 series of

standards is to prevent faults any errors in the activities of the

organization which affect the quality of the product or service the

customers receives.

It does so by requiring that management systems and

procedures are established documented and maintained.

Achievement of the B.S 5750 standard demonstrates to customers

that one provides products or services to the required quality. It went

further to say to achieve B.S 570 requires total commitment from

every member of staff. The property or equipment will be assessed

by an the accredited organization and once the B.S rating has been

achieved, the equipment will be assessed twice a year, to ensure that

standards are maintained.

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Rustin puts in hospitality, the HCIMA Management magazine

“The definition of BS 570 includes the key phrase “ability to meet

stated or implied needs” e.g if the book a table for dinner at a major

hotel, what is the contract based on? A menu. The implication is that I

expect my menu to be hot and my ice cream to be cold in addition, I

expect a nice table cloth excellent service and a wine waiter who

knows what he is talking about. Also food hygiene standard has to be

met. There B.S 57850 concentrates on what the customer wants and

focus the attention of every one in the food and beverage production.

The researcher agrees with the idea of B.S 5750 as a quality

system, however believes that I am practiced have to be applied to

achieve the quality standards of B.S 5750 since it concentrates on

what the guests want and involves all the staff in making sure that

these needs are satisfied.

Also in theory of catering writes on quality in the management

of food and beverage production systems follows.

1) European Foundation for quality management: Excellent model of

1999 has it as a frame work which recognizes that there are many

approaches to achieve excellence in the aspects of performance.

This was based on criteria – the customers, people (employees) and

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the society, are achieved through leadership, driving policy and

strategic, people management, partnership, resources and processes

leading to business results.

e.g European Foundation for quality management excellent model

TABLE

Innovation: and learning

Explanation of the diagram

This is a salary that can be used appraise an organization’s

progress towards total quality management first 4 shows the

organizations achievements.

Five shows how results are being made. The areas shows the

dynamic nature of the model. This shows how the innovation and

learning helps enabiliers to achieve improved results.

Also, British Standard EN 150 9002: 1994. This was a scheme

made to assess the suitability of the suppliers products. This is a

British standard quality award which was the kite mark standard and

bench mark in the fitness for the purpose and safety in the use of

sense in service provided and to products designed and constructed

to satisfy the customers needs.

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It is also the process which shows that there is a link b/w the

customers demand and services products on offer. It also identifies

the systems, procedures and criteria that ensure that a product or

service meets customers requirement.

KEY ELEMENTS IN QUALITY MANAGEMENT

1) Management responsibility, policy, objectives and identification of

key personnel.

2) Quality system procedure all functions must be covered

3) Auditing the system – it must be audited internally

4) Quality in marketing – honest and promotional activities.

5) Material control and traceability supplies must be traceable

6) Non- conformity – Ensuring that faulty products /services do not

reach the customers

7) Correct action: Identifying reasons to faults, and implementing

measures to correct them and record of the fault measures, written

and kept.

8) Other services – Procedures for monitoring quality of the sale

service

9) Documentation and records – Records to check, and inspections,

actions taken and audit reports.

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10) Products safety and liability – Procedures for handling, storing

and processing of materials e.g food and drinks

a) This is to make the supplier to supply good quality goods and

services

b) Caterers on contract will try to meet up the standard.

c) This scheme provides that diligence has to be maintained. This

scheme leads to total quality management (TGM). This offers a

framework by which members of staff are given the scope to treat

guests as individuals and thereby offer superior services.

Problems

Food production systems such as cook chill, cook freeze and

sous wide has been introduced in order to increase efficiency and

productivity but there are problems as follows:

1) Unskilled Staff

a) Unattractive work conditions

b) Limited number of skilled staff

c) Mobility of labour

2) High cost of food commodities and also wastage

3) Equipments: High cost of replacement and maintenance

4) Overhead cost: Wages increase payments to National Insurance

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5) Lack of Space: Most kitchens and services area are not adequate

for comfortable working.

ASSURED SAFE CATERING

This is also the system developed for and with caterers to

control food safety problems. This based on hazards, analysis and

critical control point (HACCP). This means looking at catering

operation step by step from the selection of ingredients right through

the service of food to the customers. Anything which affects the

safety of food is identified, the caterer determine when and how to

control that hazard.

STRATEGIES TO ADOPT IN ACHIEVING QUALITY IN FOOD AND

BEVERAGE PRODUCTION

After knowing the different systems these passages, we try to

know the strategies of factors or ways of achieving quality. The

factors includes:

1) The equipment

2) Purchasing good quality local commodities

3) Knowledgeable and experienced kitchen staff

4) Good storage systems

5) Personal hygiene and food hygiene

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6) Standard kitchen layouts

7) Menu planning

8) Methods of cooking

9) Water supply

10) Preservation of food

11) Standard recipes

12) Correct proportions of ingredients

13) Power s upply

14) Customers services/preservation

1) Hygiene of food Production Systems: According to theory of

catering 4th edition defines hygiene as the general cleanliness of the

food working area. Theory of catering of 11th edition by Professor

David Foskett Victor Ceserani and Ronald puts “it’s that design and

construction of the kitchen must comply with the hygiene and food

safety Act of 1990/91. The basic layout and construction should

enable adequate space to be provided and associated areas for

equipments as well as working practices and frequent cleaning to be

carried out”.

According to lecture delivered by Mrs. Musa on 19th July, 2010.

puts hygiene this way” the science and practice of regarding health

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and is one of the most important to every one that work with food” in

order to achieve this hygiene committees must be formed one of the

principal concern of food production for caterers is to ensure that food

is safe when consumed. There is need for special attention to food

hygiene. This involves anyone directly or indirectly involved with food

handling. There is also need for hygiene committee , the committees

should comprise those responsible for maintaining hygiene standard,

quality control, training personnel and also representative from and

sections of food production like including food services personnel is

also advisable that staff be seconded to the committee for a set

period of time (maximum of 7 years) in order to encourage other

organization to show interest. The aim is to set up hygiene standard.

Speciality speakers can be invited to talk on hygiene subjects relating

to the industry e.g cleaning equipment and transportation.

Process of hygiene management

DIAGRAM

Also, according to food hygiene (England) regulations 2005

gave effect to th EU regulations and came into force on Jan 1, 2006

article 5 of the regulations states that :”food business operators shall

put into place, implement and maintain a permanent procedure

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based on the principles of hazard anlysis and critical control point

(HACCP).

Also, food hygiene regulations as was put by theory of catering

of 4th edition were as follows:

1) Equipment must be kept clean and in good conditions

2) Personal requirements: All parts of a person liable to come in

contact with food must be clean

3) All clothing must be kept clean.

4) All cuts must be covered with water proof dressing

5) Splitting is forbidden

6) Smoking and snuffing is not allowed in the food area.

7) Any carrier of infections must notify his or her employer to be

treated.

FOOD PREMISES (TOILET)

1) Toilet must be clear, lighted and ventilated

2) No food room shall contain or comminiacate with toilet

3) People should wash their hands after using the toilet

4) Washing facilities :- Hand basins and an adequate supply of Hot

water must be provided

5) Supply of soap and clean towels must be provided.

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6) First Aid :- Bandages, dressings and antiseptics must be provided

7) Highlighting & ventilation:- Food room must be highlighted and

ventilated

8) Sleeping room:- People should not sleep in a food room

9 ) Building of kitchen :- Should be kept in repair to avoid rat s, mice

etc.

10) Food temperature :- All foods must be kept at temp. where the

microorganisms must be killed at 7-62o C.

FOOD POISON

Food poison is the contamination of food by microorganisms

resulting to death of quest o r customers.

PREVENTION OF FOOD POISONING

This is done through the following

1. Care of the person who is always in contact with the quests or

customers – personal hygiene is required.

2. Care of food . During preparation and preservation of food,

care must be taken to avoid food microorganisms.

3. Care of environments;- the food and beverages production area

must be kept clean.

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KITCHEN EQUIPMENT

According to theory of catering 10th Edition, in order to produce

a god quality products, enough and good quality products enough

and good kitchen equipment must be produced such as

1) Small equipments e.g pie dish pudding sleeves, roasting pin,

kitchen knives, kitchen tools like claddles, sieve, spoons, wooden,

spoons, whisk, pans, omelet pans, brasing pan, scoops etc.

MIDIUM SIZED EQUIPMENT

Some are electrically or mechanically operated such as cuttlers,

mixers, chippers, chincers, peders etc.

LARGE EQUIPMENT

Large equipment must be provided such fryers, grills, ovens,

micro wave large pan, refrigerator weighing scale, dish washers,

toasters etc.

PURCHASING FOOD ITEMS

Any establishment making bulk purchase accordingly the theory

of catering of 10th edition said must consider quality and price of

goods must be equal with purchase order. All purchase specifications

must be met.

Transport

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The distribution of goods and maintenance of vehicles are

important to a centralized production. It is always controlled by senior

managers central production means that the production area is

separated from the food service by a distance.

Food Purchasing

1) First of the chef will laise with the food supplier. Both buyers and

sellers has role to play during purchase. Both must have a good

relationship and knowledge of each others responsibilities.

Suppliers must be aware of what is expected of the product.

The supplier will inform the caterer the food safety limitations of the

product. It is stated in the labeling words like “keep refrigerated” or

“keep frozen” others may be a chart of the projected shelf-life at

different storage temperature.

Purchasing cycle

According to Drummond, D “purchasing and costing for the

hospitality industry” e.g purchasing cycle graph.

Diagram

When the menu is planed, a number of activities must occur to

bring it into reality. One is to purchase and receive the materials

needed to produce the menu items.

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There are certain the chef should know :

1) Knowing the market know where the items are grown

2) Season of production

3) The cost of items

4) Condition of supply and demand

5)Laws and regulations governing the market products

6) Marketing agents and their services

7) Processing

8) Storage requirements

9) Commodity products class and grade

Purchasing Principles

1) Knowing the type of the image of the establishment you want buy

from

2) Cycle of operation and system of service

3) The occasion to which the item is needed

4) Amount of storage available

5) Finance and supply policy of the organization

6) Availability, seasonability, price trends

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Portion Control

This means controlling the size, quality of food to be served to

each customer the amount of food allowed depends:

1) The type of customer and establishment the higher the restaurant,

the more the payments.

2) Quality of food – better quality food yields a greater number of

portions than poor quality food.

3) The buying price of the food. A food buyer will ensure that the price

paid for any item of food is equivalent to the quality.

Storage:

Storage system is important in the catering establishment for

the following reasons.

1) Food items can be kept in stock at a suitable level eliminating the

risk of running out of any commodity.

2) All food entering and leaving the stores can be checked and this

prevents wastage .

3) A check can be kept on the percentage profit of each department

on the establishment.

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Containers

Suitable store containers should be used. Glass or plastic

containers should be used in many foods such as spices or herbs.

Bulky dry goods (sugar and salt etc) should be stored n suitable

bins with tight – tilling lids.

Sacks or cases of commodities should be stored on flour.

SPECIAL STORAGE POINTS

Comply with “best by” or “use buy” dates – old stock should be

brought forward with each raw delivery.

Commodities with strong smell or flavour should be stored as

far away from those foods which absorbs flavour eg strong smelling

cheese should not be stored near eggs.

Bread should be kept in a well ventilated container, stocks

should be checked always against weevils and mice. Tinned goods

should be packed on shelves. Cleaning materials because of their

strong smell should be kept in a separate store.

STORAGE ACCOMMODATION

They are divided into three:

1) Perishable Foods Includes: Meat, poultry game, fish diary

products, fats, vegetables fruits should have a separate place.

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2) Dry foods like cereals, pulses, sugar, flour bread, cakes, jams,

canned foods should be separated.

3) Frozen foods placed in deep freezer remains at the following temperature.

Temperature Storage Time

- 60c (210F) 7 Days

- 120c (100F) 1 month

- 180c (0F) 3 months

Storage temperature for frozen items

Meat - 200c - 160c

Fish - 200c - 160c

Frozen - 200c - 160c

Ice Cream - 220c - 180c

Storage temperature to refrigerated food cooked pies, sausage

rolls, 70c

Other foods 800c

Milk 50c

Eggs 40%

CONTROL BY TH HEAD CHEF

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The effective control must be carried out by the head chef in

food and beverage operations area.

The areas include

1) Purchasing of foods

2) Shortage of food

3) Preparation of food

4) Preservation of food

5) Presentation of food

6) Food hygiene

7) Food safety

8) Controls of waste

9) First aid to staff or customers

10) Knowing legal aspects

CONTROL OF RESOURCES

The efficient and effective management of resources requires

knowledge of experience, of the management staff.

The main purpose of control include

1) It is to make sure the supplies of what are required are available

2) That the supplies are of right quality and quantity

3) That they are available on time

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4) That there is minimum of wastage

5) That there is no overstocking

6) That there is no pilfering

7) That legal requirements are coupled.

MEANS OF CONTROL

1) Check must be used on daily or weekly bases

2) Records must correspond with the physical items

3) Any cost must be replaced by the staff in charged

4) A system of authorizing who buys and who issues items must be

established

CHECK LIST FOR CONTROL

The following will be checked

1) Foods inward

2) Are deliveries correct, quality, quantity hygienic, correct

temperature and storage.

3) Are the items issued in rotation

4) Are the items in correct standards etc

FOOD PRESERVATION

The production of menu for a period of one month is drawn up

and the total quantities of different foods requires are calculated.

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Supplies are ordered with the special attention given to their being of

high quality and delivery on time so that they can deliver on time so

that they can immediately be prepared and cooked without any

possibility of deteriorating. The dishes in the menu should be cooked

to the highest standards with regards to quality control and to

hygiene. The deep freeze temperature should be used to prevent the

multiplication of micro organism.

The temperature should be as follows: Freezing should beat 50c

(230F). Storage if frozen items should be at 180c transport of frozen

items to be point of service. The cooked food should be frozen until

immediately, prior to its service. It should be transported insulated

containers to the finishing kitchens.

Reheating of the frozen cooked portions must be carried out.

The frozen cooked portions should be reheated using a blast freezing

system.

QUALITY CONTROL

This is adequate control of bacterial contamination and growth

which are hazards in any kitchen. This can be done by initial

installation, by a qualified analyst and regular checks taken on every

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batch of food cooked. Large kitchen employs a full time Food

Technologist/Microbiologist.

PACKAGING

Packaging of food is very important as it affects and allow for

freezing and reheating.

The container must:

a) Watertight

b) Non tainting

c) Should be disposable

d) Should be equipped with tight-fitting lids.

TRANSPORTATION AND DISTRIBUTION

Cook-freeze meals has to be delivered to finishing kitchens at

the temperature as they were in the storage refrigerated vans are

best used.

Points to remember on how to ensure a satisfactory quality

products:

1) Preparation: Make sure that all preparation and cooking areas are

clean and the equipment in working order.

2) Never use previously frozen food. Avoid any delay between

preparation and cooking.

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3) Portioning and packaging: Make sure all areas are clean and

hygienically safe. Ensure that all package are ready. All reasonable

containers must be cleaned and sterilized.

Make sure all food handles wear hand gloves.

Position the food accordingly to the recipes. Do not pack the

food to the dept. greater than 5 cm.

Portions must be controlled

Food containers must be sealed correctly before storage in order to

prevent spoilage due to contact with cotol air.

Cover the food before blast freezing check and record the

temperature of food.

LABELLING

Label all the food correctly. Ensure that labels have the right

information which includes:

Production date

Use-by date

Name of dish, dessiption of contents, storage life, number of

portions, instruments for reheating with type of oven, temperature and

whether lid should be on or off.

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Correctly labeling will identifiy content of the container. Quick

and efficient stock taking. Information like the packaging date and the

number of portions contained in the package.

STANDARD OF KITCHEN LAYOUT

Accordingly in the lecture delivered to us by Mrs. Musa puts it

as a sequence of arrangement of equipment in typical kitchen. A

good kitchen layout takes care of good flow work with a minimum of

arises so as to avoid or prevent accident in the kitchen.

The kitchen layout must be of good standard in order to be able

to produce quality products.

In standard kitchen layout, there should be availability of space,

adequate water and power supply, good storage system, good

sanitary condition of the area. The kitchen must be of good standard

in order to be able to produce quality products.

In standard kitchen layouts, there should be availability of

space, adequate water and power supply, good storage system, good

sanitary condition of the area. The kitchen layout should provide

adequate lighting, ventilation, floor, walls, ceiling and drainage

system.

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The lighting should be of natural and artificial. The kitchen

should have both natural and artificial means of ventilation such as

doors and windows, extractor fans, chimney, and air container.

Floor: The floor will have a smooth surface with hard ceramic floor

tiles.

Walls: The finishes of a good kitchen walls should be firm and

smooth just as for the floor.

Ceiling: The ceiling should be high to facilitates free circulation of air.

It should be painted white.

Drainage: Should have good drainage system to allow the flow of

the liquids.

Food Costing

According to our able HOD Mr. Adam in his lecture, put food

costing as the resources expended or forgone in an establishment to

achieve a specific objective. This food costing involves the local

sales, total cost, fixed costs, variables costs. These costs must be

taken care of by the chef during the preparation of menu. The items

have to be listed have to be listed out the quantity required, the price

or each item – and the total cost put down. Food costing is very

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important because it helps to determine how much was spent and

how much was sold and the product or loss made.

IMPORTANCE OF COSTING

1) It is a managerial appropriate method in determining the products.

It is always put like 30% food cost, 30% labour,30% operational cost

and 10% net profit.

2) It is also a faster way of determining the appropriate pricing that

will maximize profits.

3) He also help in budgeting planning

Menu Planning

Accordingly to the theory of catering be Cesserani and Ronald

KInton chapter 9 defines menu as follows “The dish of dishes ready

for the guests”.

They could be hors d’oeurers, soups, fish, etree, sorbet, roast,

sweet and savoury.

As the 20th century advanced and more people of the world

started moving from one country to another, so also began the

introduction of cycles of food and services from a wide variety of

nations resulting in the number of ethnic dishes and ethnics

restaurants which are many today.

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Eating at work, schools hospitals and institutions led to a need

for healthy food.

Rapid transport made foods available to all parts of the globe

and this brought ranges of menu.

FACTORS CONSIDER BEFORE PLANNING MENU

Pre-preparation

1) Competition: Consider competitions, prices and in an area

2) Location: Consider your establishment area and market target.

3) Analyze the type of people you are planning the menu e.g oofice

workers.

4) The income level of the people

5) Modern trends in food fashion eg traditional dishes

6) Space and equipment in the kitchen

7) Number and capability of the kitchen staff

8) Availability of supplies and reliability of suppliers

9) The costs of commodities

Types of Menu

1) Table of hote or set price menu. This is a menu forming a meal

usually two or three covers.

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2) A la carte menu: All dishes are individually priced. The customer

can compile his or her own menu which may be one or two more

sources to be cooked to order and in this case, the customer will be

prepared to wait.

3) Special party or function menu: This is the menu for functions or

banquet.

4) Ethnic or speciliality menu: These are menu specialize in food

(religion) of the country and ethnic e.g Chinese, Indian and African.

5) Hospital Menu: These are the list of food for patients. The public

health service and private hospitals. This menu takes care of

vegetarians and religious requirement.

6) Menu for workers: This is the menu served to the people at work

and this vary in standard and extent from one employer to another

due to company policy on the welfare of their staff and workforce.

7) Menu for children: These are the menu for school children

especially those in boarden schools. They require balanced diet and

healthy eating.

FACTORS WE CONSIDER WHILE PLANNING MENU

1) Size of establishment – schools, hospitals etc

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2) Type of customers

3) Special requirements: Customs or religion or vegetarians

4) Time of the year: Certain foods are eaten during summer and

winter

5) Foods in seasons – Supply

6) Time of the day – breakfast, lunch or dinner or snacks

7) Price range

8) Number of covers

9) Sequence of course

10) Use of menu language which the customer must understand

11) Nutritional value

12) Consider Trade Description Act of 1998 which stated “any

person in course of a trade applies a false trade description to any

goods shall be quality of offence”.

Menu Copy

This is the menu card which bears the items or group of items

that people will recognize and understand. The menu should bear the

name of establishment. It may feature the chef preparing the dish. If

the chef is well known and has appeared in National Local Tv or

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Radio, he may has his recipes features in the local press. This may

be included in the menu to great interest.

Menu copy should be set in style of print which is easily legible

and well spaced.

The menu card have good quality heavy, durable and grease –

resistant.

In planning menu accordingly, A.P knose “is the key to

controlling all food activities and costs”. The menu planner controls

the menu budgets. A good menu brings success in food services

operation. The menu determines what food should be purchased and

how much labour will be needed. He also determines what is to be

produced and how much is to be produced, how it is going to be

prepared and at what cost it will be. It is the production sheet for the

entire food services operation. Planning for menu requires knowledge

and imagination. The menu is well planned when it meets the daily

nutritional requirement as set up by National Research Council which

stated that “Food must consist items that can serve attractively, smell

good, taste good, meet the food preferences of patients, staff and

customers and they must fall in the budgetary limitations.

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Basic four nutritional groups

Diagram

All the above mentioned facts about menu planning was in the

live of a book written by A.P Knil “Hallman relates Approach” of food

science management.

Key to four basic groups

1) Milk group include: Fluid milk, evaporated, drug milk etc

2) Vegetable and fruit group include: All vegetables and fruits. e.g

graduate grape fruit, orange, quava, mango, strawberries, green

pepper, sweet red pepper, melon, water melon, cabbage, patotatoes,

spinach, tomatoes etc.

3) Meat group: Beet, lamb, pork, lives, kidney and heart poultry and

eggs, fish, dry beans and dry peas for vegetables.

Bread Group

These include bread, cereals, corn meat, flour macaroni and

spaghetti, noodles, rice oats and wheats.

METHOD OF COOKING QUALITY FOOD

Accordingly, John C. David F, and Victor of practical cookery

11th edition treat the methods of cooking quality food.

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Reasons for applying cooking methods. The basis of all cooking

is the application of heat which is transferred to food by the process

of conversion conduction and radiation. Once the food is as incontact

molecular conducting the heat to next layer.

Food is cooked to make it palatable and digestible , to develop

as add flavour , to make it safe to eat, to improve its aesthetic

appeal and to add variety to the diet.

The chef has a variety of basic methods of cooking from which

to choose that use moist heat (using liquids such as water, stock and

milk)

PRINCIPLES OF COOKING FOOD

The cooking of food involves heating it in a variety of ways

to make it palatable. The heat comes sources such as electric

elements, o r hot plates as gas flame from glove as over or gull the

heats from conventional oven, or generated from microwave oven.

Heat is transferred to the food and medium ( the fat, water,

stock, milk) by means of convent ion, conductions and radiation.

CONVENTION

Men food is cooked through convention process, the heat

passes through another medium liquid as gas. When liquids or gases

58

are heated, the heat is distributed throughout the cooking medium

and food by convention comments eg in baking , the air in the oven

is heated up until the heat is transferred to the product being baked .

in boiling, the water is melted by the process of convent ion once the

water is heated, it transferred heats to the heat.

Cooking equipment in this process include deep fryer s, stock

pots, steams, boilers, poaches, cooking pots and ovens. Methods of

cooking by convent ion include poaching boiling, stewing, b razing,

baking and roasting

CONDUCTION

This is the process in which is transferred to the food by dire ct

contact with the cooking vessel eg pot, pan, the head passes through

a solid or from one solid to another which is food.

This is done by the use of conductor which allow the heats to

transferred them to the food. This is by use of metals such as braces

pan, guill plates stove, hot plates, methods of cooking here is by s tir

frying, Shelton frying and sautesting or searing .

RADIATION

This is the process of heat transfer directly on to the food

being cooked. The heat is transferred by electromagnetic waves like

59

micro waves. This waves goes directly to the food and any object as

food in this rays will become hot and cooked eg salamander

WAYS OF COOKING FOOD

1. Boiling (2) Poaching ( 3)steaming (4) Stewing ( 5) Braising

( 6) Soup vide (7) Baking (8) Roasting ( 9) Frying etc

BOILING

It is the method of in which food is put in liquid and cooked at 100oC .

Food are put into boiling mates it is most common ways of

cooking vegetables but steaming is preferred to remain the value.

Before boiling, all food in the pot should be of similar size.

The cooking pot must be relative to the food to be cooked.

Enough was is required.

1. so that food is pleasant with flavour

2. To make it suitable texture and tenders

3. To make it easy to diposts and safe to eat.

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BAKING

This is cooking food with drying h eat in an oven. Steam is used

in this method. All products that are baked contain water to be

cooked. This heat will create steam. Steaming is an important part

in the process of baking. It is advisable to space the items to be

baked to make sure steam does not take over the items. The items

require a room or space to bake well. The use of trays are

advisable. Ganight; Add lectuse and Tonations slice cumber, etc

EGG DISHES

1. Hard Boiled

2. Sgranbled egg

3. plain omeltete

4. fried egg

5. poached

TYPES OF EGG

1. Hen’s eggs

2. Turkey eggs

3. Geese, Duck and Guinea fowl

PURCHASING AND QUALITY

1. Egg shell shall be clean, well shaped and strong

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2. A good proportion of thick white

3. the yolk shall be firm round and of good colour

FOOD VALUE

They produce energy, fat, mineral and vitamins needed for

growth and repair of the body. The egg white has protein and

water.

SCRAMBLE EGG

Recipes: Egg, milk, salt, pepper, butter or oil.

Method: Break the eggs in a basin add milk and season with

salt and pepper. Melt the fat or oil and put the eg into the fat or oil

and stir till it is cooked. Removed from heat and connect the

seasoning. Serve on individual egg dishes.

HARD BOILED EGG

Plunge the eggs in to a pan of boiling water. Reboil and suiner

for 8-10 minutes refresh until cold under running water.

FRIED EGG

Allow one or two eggs per portion melt a little fat in a frying

pan. Add the eggs. Cook gently hightly set. Serve on a plate or

flat dish

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OMELLETE

Egg - 2-3

Salt & pepper

Butter, margarine as oil

Method: Break the egg and season with salt and pepper. Break

well with a fork or whisk –till white and yolk combine.

Heat the omelette pan. Add the butter heat till foaming butter,

heat till foaming.

Add the egg and cook guiding and turn with fork.

Half fold are mixture. Turn the pan over to allow omelette

fall in the centre of the plate or dish. Sieve these methods were

unwritten by

Chaprian P. (1998) Pat Chapman’s Noodles book Hodder and

Sloughton. Ltd.

PURPOSE OF BAKING

1) To make food digestible, palatable and safe to eat

2) To create visual appeal through colour and texture and to

produce an enjoyable eating quality.

3) To add variety to the menu

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ROASTING

Roasting is cooking in dry heat with the aid of fat or oil in an

oven. Radiant is the method of cooking when using oven. Roasting

is the combination of conversion and radiation.

Grilling

This is direct application of leakage charcoal

Heat grill

DIAGRAM

Grilling steaks

STOCKS, SOUPS AND SAUCES

STOCK

It is really just the juice of heat extracted by long and gentle

simmering. The ingredients may be fish, meal, vegetables, and it is

done to get the flavour or their ingredients.

Therefore, stock is a liquid that contains some of the soluble

nutrients and flavour of food.

We use the stock to make soups, sauces.

SAUCES

It is a liquid that has been thickened by kneaded butter, yolks,

roux, cornflour, cream and butter added.

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ROUX

Combination of fat and flour which are cooked together.

SOUPS

Prepare a stock

Prepare flavouring element like onions, fat or oil, garlic, leeks,

carrots use meat, fish, vegetable, seasoning butter, cream beef, or

chicken.

SALADS

They are cold dishes made up of assorted vegetables ad fruits

are seasoned with mayonnaise . This is the preparation of raw or

cooked a wide variety of cold items.

Method of preparation of salad

Peeling: Removal o f outer skin of fruit or vegetables using peeler

or small knife.

Chopping: Cutting into small processes. Pasely or onions. This

also using the knife to divide into shapes and sizes.

Carving: Cutting meals or chicken into slices.

Seasoning: Add salt, pepper.

Dressing: Ores with vine grate.

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Fish and shell fish.

Fish is a vertebrates animals with a backbone.

Types of fish

1) Oily fish eg: herrings macherel salmon, sardines

2) Mute fish eg: sile, turbet

3) Shell fish.

Food Value

It is a source of animal protein as meals. They contain vitamin

A and D. They also contain calcium and phosphorous.

Cooking method

1) Frying 2) Grilling 3) Poaching 4) Roasting 5) Smoking

6) Steaming

Ref: Compel J. Fosket D. and E. Cessarni U. (2005): Advanced

Practical cookery: A text book for education and industry (4th edition).

Meat

Types :

1) Sleak (2) Kidney (3) Sircon oxtail, rump and liver

Food

It contains protein, vitamin A and B

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Preservation:

1) Salting 2) Chilling (3) Freezing and canning

Meat Substitutes

They are (1) Top 0 toxtired veg. protein e.g soya beans oats

Fat: Barham P. (2000): The Science of cooking Springer – verlag.

Poultry and Game

These includes all domestic fowls breed for food such as

turkeys, geese, ducks, fowls, and pigeons.

Food value

It contain protein, it provides energy.

Storage Point:

Chilled birds should be stored between 300c and 50c. Over –

ready birds should be stored in refrigerators. Frozen birds must be

kept in a deep freezer until required and must be thrived before being

cooked.

Quality Points

They should be plump breast, pliable breast bone and firm

flesh.

The skin should be white and unbroken.

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Vegetarian Dishes

There are the people who do not eat meat or fish

What they need

1) Fruits and vegetables

2) Cereal/grains

3) Nuts, seeds and pulses

4) Milk, cheese, egg, soya milk

5) Vegetable oil, margarine and yeast

PASTRY

Bread

Recipes

Flour 200g

Yeast 5g

Liquid (half water, half milk 125ml

Butter or margarine 10g

Castor sugar ½ tsp

Salt

Egg wash

Method: Sieve the flour into a bowl, warm in the oven or above the

stove.

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Cream the yeast in a small basin with a quarter of liquid. Make

a well in the centre of the flour and add the dissolved yeast sprinkle

over a little of the flour cover with cloth. Leave in warm place until the

yeast ferments (bubbles). Add the remainder or the liquid (warm), the

fat sugar and salt.

Knead firmly until smooth. Return to the basin, cover with cloth

and leave in a warm place, until double the size (this is called

proofing) the dough or rising.

Knead back. Divide into seven pieces.

Mould into desired shapes. Place on a floured baking sheet.

Cover with a cloth. Leave in a warm place to prove (double in size).

Brush carefully with egg wash bake in a hot oven at about

2200c for about 10 minutes.

CUSTOMERS SERVICE MANAGEMENT

To bring the quality in food and beverage production,

customers service management must be taken into con sideration.

According to the lecture delivered on 4/5/2010 by Chief Nda,

the lecture explained the customers service as the provision of

personalized attention to a customer, before, during and after

purchase.

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According to him, when good quality products are produced,

the way the products is presented to customers is another thing.

In the lecture, service is an experience and supreme creates

quotins and this brings about customer’s expectations.

And in order to attend to these expectations, waiters or serving

staff must be friendly attentive helpful have quick served be efficient

in service, knowledgeable creative speed in service etc.

The lecture went further to say the importance of this customer

services which include

1) To be able to satisfy the customers needs,

2) It will make others to come

3) It will create good image of the establishment

4) Both employers and employees get rewards

5) It will make the industry grow by making profits.

Also on customer service lecture delivered by Mrs Ochi on 29/4/

2010 make it clear that to bring about quality service, customers

service management must be important. The lecture mentioned that

good service provides for expectations and when these expectations

are met then we have customers satisfaction

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NDA CONTINUE

Customers are received by reception head waiter who had hi m

or her to the station, head waiter. The customers is also handed over

to the waiter who takes the order and was first give to him or her

through the right. The men may be a carcarte or table d’hote main

depending on the request.

After the service of food an d wave, the bill is prepared by the

cashier’s duplicate or truplicate system of check.

Then the bill is paid the goes away with happier quality

services.

THEORY OF CATERING GAS /ELECTRICITY 4TH EDITION

There is need tax gas/ electricity in the food & beverage

production. In order to maintain gas heated catering equipment, the

British standard speatication for these equipments.

The British standard was prepared under the authority of the

gas industry standard committee as a result of requests received

from the interdependtal committee on ministry of fuel and power was

originally published in 1954. this standard of performance helped to

ensure that the appliances are safe and would give good and quality

services.

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Attention should be paid to the regular inspection and

maintenance of the equipment in order that they may be relied upon

to give adequate service. The specification covers ovens, Grills, deep

freezers, steamers boiling pans, water boils etc.

Food and beverages production require adequate supply of

electricity for the electrical equipments in the kitchen. Also a stand by

generator is require incase there is no light. The electrical equipment

include electrical cooker, electrical water heater, refrigerator etc.

The light is also required in cold rooms, chill rooms, deep

freezer

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CHAPTER THREE

3.0 RESEARCH METHODOLOGY

3.1 SOURCES OF DATA

The researcher in order to collect facts and materials used the

following as sources of information:

I) Desk Method: This includes the use of text books, magazines,

journals, lecture note, etc.

II) Personal Observation: The researcher was able to obtain facts

through personal observation, this is because the researcher has

passed through a few food and beverage production areas during the

course of industrial training both in the four months and one year

industrial training

III) Questionnaire: Questionnaire items were given to various food

and beverage production areas to obtain enough facts and data.

These food and beverage production areas of Nike Lake Resort

Hotel, Presidential Hotels, Modotels and Continuity Education Center

(CEC) University of Nigeria Nsukka. All these hotels are found at

Enugu.

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3.2 METHOD OF DATA COLLECTION AND QUESTIONNAIRE

DESIGN

The researcher went to various food and beverage production

areas of many hotels, some restaurants to obtain to give

questionnaire which were completed by the food and beverage staff

and returned. The researcher used both structured and

unconstructural design for the questionnaire.

3.3 DESCRIPTION OF POPULATION

In order to make the research work more feasible and reliable,

the researcher selected (4) food and beverage production areas of

four hotels in Enugu State. The hotels where the study were made

include Nike Lake Resort Hotel at Nike Road, Presidential Hotel

along Presidential Road, Enugu. Modolated Hotels located at Garden

Avenue Enugu and continuity Education Center (CEC) University of

Nigeria Nsukka (UNN).

The questions in the questionnaires were answered by the

supervisors wand the food and beverage managers due to the nature

of the questions.

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3.4 SAMPLE AND SAMPLE TECHNIQUES

The researcher took sample from (40) different people from

four selected population. The stratified techniques of sampling was

employed. Ten sample was taken from each selected population. Out

of this forty (40), thirty-six (36) were properly answered and returned.

3.5 METHOD OF DATA ANALYSIS

The research questions were compared or verified against the

responses of the respondents to the relevant questions in the

questionnaire. Tables were drawn for the relevant questions and the

responses obtained were computed using percentages to make for

easy understanding of the findings in the study.

The percentage formular in the context is expressed as follows:

F X 100 N 1

Where F = frequency – being the number of responses

N = The total number of responses of the sampled population.

100 = constant - that is the percentage of respondents per item

contained in the questionnaire.

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CHAPTER FOUR

4.1 PRESENTATION, ANALYSIS AND INTERPRETATION OF

DATA

This chapter deals with the preservation, analysis and

interpretation of data collected from various food and beverage

operation areas.

Table 1

Course of study of food and beverage management team.

The results are shown in table 1

Response Frequency Percentage

Food and beverage management 20 59%

Other course not related 16 4%

Total 36 100

Source: It was compiled from the data collected by the researcher.

From the above, the percentage of personnel employed in the

food and beverage management team who are qualified shows 59%

while personnel that read course not related to food and beverage

production is 41%.

This shows that personnels that read food and beverage

production related courses are usually employed more than the

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personnel that know nothing about food and beverage production.

This is a good indication or step because, it is by far bother to employ

the services of experts or people with the knowledge of what intend to

do than to employ novice who will try to learn the job.

A qualified personnel as the food and beverage manager in the

food and beverage production who knows the do’s and don’ts such

as food hygiene, food handling, use of equipment and the general co-

ordination of the working staff to achieve a common goal which is the

profits. The qualified staff will also know better on the preparation and

the presentation of the food and beverage products to the guests or

the customers and also know better how to tackle their complaints.

The qualified also knows the laws and regulations of health and

safety Act of 1998 and how to implement them and the extent to go in

making adjustment when necessay.

Table 2

Whether there is training and development programme for food

and beverage production staff.

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Response Frequency Percentage

Yes 24 66.7

No 12 33.3

Total 36 100

Source: Compiled from data collected by researcher

Table 2 shows the response from various sections of food and

beverage production area whether they have training and

development programme for their staff. 66.7% recorded yes while

33.3% recorded no.

It can be seen that more than half of food and beverage

production staff have training and development programme for their

staff.

Training and development programme are important tools to

use in any organization especially in food and beverage production

in food and beverage production which ensures that staff knows what

to do and how to do it as it deals with the preparation production and

presentation of food and drinks to the customers.

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Again, training helps the staff to acquire basic skills and

knowledge that will help carry out their work effectively and efficiently.

Development will help expose the staff to perform additional duties. It

have been proven that a trained staff perform better than untrained

one. Untrained staff can not work effectively even when all the

working cordinations are provided. An untrained staff will bring job

dissatisfaction and frustration and this will effect the type of services

given to a customer. This therefore advicable for any establishment to

trained their staff.

Table 3

The type of training and development

Response Frequency Percentage

On-the-job 12 33.3

Off-the-job 3 8.3

Seminar and workshop 21 58.4

Total 36 100

Source: complied from data collected by the researcher

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The above responses were presented on the type of training

and development available for the staff. 58.4% shows seminars and

workshop is used, 33.3 shows that on-the-job type is used while off-

the-job records 8.3% while others recorded nil.

Having known that training and development programme are

made available in food and beverage operations it then becomes

necessary the type of training. The above shows that seminar and

workshop are adopted with high percentage. However, seminar and

workshop is a development programme while on the job and off- the-

job is a training programme. From the table, programme is

undertaken then training programme. This shows that food and

beverage production area are running before they learn to walk. This

is because you have to be trained to acquire the basic skill and

knowledge before you can go further to learn to perform additional

duties which is development. It is like the staff do not have the basic

skills but are being given higher skills. This is a difficult situation for

the staff and man effect the standard of service produced. Or it could

be that it is only the management learn that undergo this programme,

which means the junior staff are not adequately trained.

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Table 4

The rate of staff turnover in the food and beverage production area

Response Frequency Percentage

Very high 6 16.7

High 21 58.3

Low - -

Fair 9 25

Total 36 100

Source: Compiled from dates collected by researcher.

Table 4 shows the rate of staff turnover in sampled food and

beverage production. 16.7% shows that the staff turnover is very

high. 58.3% shows that turnover is high, 25% shows that it is fair and

nil for low staff turnover.

It then follows that the staff turnover is generally high in the

food and beverage production. Staff turnover is the rate at which staff

leave their jobs. When staff turnover is high, it means that there is no

job satisfaction on part of the staff and that is why they leave their job

for another. This could be as a result of lack of training, no interest in

ones work, working conditions not conducive etc.

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From the previous analysis, it was discovered that some food

and beverage production area take more development programme

than training which means most staff work without boring and this

may bring no job satisfaction and therefore high staff turnover.

Table 5

The rate of complains received from customers

Response Frequency Percentage

Fairly high 6 16.7

High 21 58.3

Low 9 25.0

Total 36 100

Source: compiled from data collected by researchers

Table 5 shows the complaints received from customers who

patronize the food and beverage production. 16.7 shows that

complains are fairly high, 58.3 records high, 25% records low, nil

was recorded for none.

It can therefore be said that the complaints received from

customer is generally high. This shows that quality products are not

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produced. Poor quality can be traced back to the staff who is

untrained.

Just as it was discussed earlier that training will produce

happier and efficient staff and who in turn will produce quality service

to the customers. It then follows that guest complaints is depended

on the staff. If the staff is well trained and is happy with the job, will

work hard and efficient to satisfy the quest/customer and then the

complaints will be reduced.

Table 6

How often equipment machines are taken for maintenance?

Response Frequency Percentage

Once a year 3 8.3

Quarterly 10 27.8

Once a month 2 58.3

Total 36 100

Source: Compiled from data collected by researcher

Table 6 ascertain the maintenance culture in food and beverage

production. This is how often equipment and machines are taken for

maintenance. From above 58.3% shows that equipment are taken for

maintenance when it needs repairs, 27.8% shows quarterly, 8.3%

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records once a year while once a month records 5.6%. The above

table shows that there is little maintenance. This is because more

than half sampled production areas maintain their equipment only

when it needs repairs. This shows that breakdown is a sure sigh that

items are being misused, servicing is in effective or that the absence

of planned maintenance. The hotel and catering industry is capital

intensive because of numerous equipment required and their high

cost. When they are acquired proper care should be taken about so

that they can last longer and for maximum efficiency. It is better to

maintain the existing equipment than to buy new ones. Equipment

then needs to be served regularly and not until it needs repair.

Regular maintenance of equipment will help to enhance the quality of

services produced by staff to the customer. E.g if the potatoes peeler

is not functioning due to lack of maintenance, the time of waiting for

meals to be ready will be lengthened as the peeling is done manually

and this will take time and the customers will wait longer for their

meals to be ready. Also, the staff will be fed-up and finds the job too

tedious and this will lead to job disatifaction.

Therefore, maintenance culture is very important in food and

beverage production.

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Table 7

Whether total quality management TGM is practiced in food and

beverage production.

Response Frequency Percentage

Yes 33 91.7

No 3 8.3

Total 36 100

Table 7 shows the responses whether total quality

management (TQM) is practiced in food and beverage production

area: 91.7% agreed that it is practiced in the establishments while 8.3

records No that it is not practiced.

From the above, the percentage of Yes is very high and so it

can be established that majority of the production areas practice

TGM. This is a good management policy as it involves everyone in

the establishment and direct every one into producing quality service

that satisfy the customer.

In the previous write-up, it has been talked of important steps

towards customers satisfaction and making sure that the customer

returns or comes back for more service.

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Table 8

The strategies taken to effect TAM

Response Frequency Percentage

Employment trained are qualified staff 9 25

Motivating and appreciating the staff - -

Training and development 6 16.7

All of the above 18 50

None 3 8.3

Total 36 100

Source: Compiled from data collected by the researcher.

From the above table 8, it shows responses to the strategies

adopted to affect TGM in the industry. 25% records employment of

trained and qualified staff. Nill for staff motivation, 16.5% shows that

they make use of training and development, 50% agreed that they

uses all the strategies mentioned above while 8.3% recorded none of

the above.

Having ascertained that food and beverage production areas

practice TGM, it then becomes necessary to know the strategies or

step they have taken into affect TGM. From the data above, it can be

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seen that, TGM is fairly practiced and implemented because 50%

recorded using training and development, staff motivation and

employment of qualified personnel. This is a good strategies as the

establishment employed qualified personnel know what food and

beverage production management is all about and knows that

customers satisfaction is the ultimate, then these staff are trained and

undergo development programme to enable them know more about

food and beverage production and keep them abreast with latest

technologies and also these personnel are adequately motivated so

they keep up their interest in the jobs and are happy to work. When

all these are applied successfully, under normal circumstances,

quality products and services are produced.

Table 9

Whether quality products were well presented to the customers

Response Frequency Percentage

Yes 33 9 2

No 3 8

Total 36 100

Source: Compiled from data collected by researcher

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Table 9 shows the responses on whether quality products were well

presented to the customers – customers service. 92% shows that it

was well presented, 8% recorded No.

From the above, the percentage of yes is very high which

shows that the quality products have been well presented and served

to the customers. From here also it shows that the customers were

satisfied and in turn will like to come back with their friends and by so

doing, will help the establishment to grow.

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CHAPTER FIVE

5.0 SUMMARY, CONCLUSION AND RECOMMENDATION

SUMMARY:

This project consist of five chapters one deals with the

introduction, statement of problems, statement of purpose,

performance objective scope and limitation and definition of terms

that are not familiar to the readers.

Chapter two reviews of related literature on the products of food

and beverage production in hospitality industry, the need for quality

systems and how to achieve it, the strategies to adopt in managing

quality achieved and also on the measurement of service quality.

Chapter three deals with the methods used in carrying out the

research and in collecting data needed.

Chapter four also indicates with the presentation, interpretation

and analysis of data collected.

Findings from the data collected shows that most of food and

beverage production areas have qualified personnel as chefs, and

other kitchen staff. There was a staff training and development

programmes for the staff. Although, there is high staff turnover rate

showing that there was dissatisfaction in the job. There is no much

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maintenance culture and all these contribute to the poor quality

products and services and the guest complain according to the data

collected. This because the staff to produce it are not happy to

produce quality services and are not skilled to do so.

5.2 CONCLUSION

The researcher can conclusively say based on results of

research carried out that poor quality products are services produced

in some food and beverage production areas.

Although they are qualified personnel in the food and beverage

production areas they lack technical skills in carrying out their duties.

The staff are not properly trained as motivated and this led to high

labour turnover rate.

Also equipment used are not maintained properly, therefore do

not produce maximum efficiency and the cost of repaired and

replacement very high. All these factors have contributed to our

quality products which led to high rate of complaints from

customers.

There are some other factors which are the causes of these

poor quality products and the solutions which have been highlighted

in the recommendations.

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5.3 RECOMMENDATIONS

Having carried out the research so far about the importance of

quality in food and beverage productions in some hospitality

establishments, and based on the findings from data collected, the

researcher recommends as follow:

1) Total quality awareness should be created among the food and

beverage production staff as many of them are interested only in their

pay packets. This should be done through TQM. Lecturing the staff

on the need for quality, training staff occasionally and allowing them

to participate in food and beverage production management

decisions and also should be given degree of power to use their

initiative in coping with difficult situation. This will help boasts teir

morale and reduce job satisfaction and reduce the rate of customers

complaints.

2) The maintenance culture should be cultivated. Equipment and

machines should not wait until it needs repair before it is taken for

maintenance records of all equipment should be kept, also records of

servicing period, faults if any manual on how to use each equipment

must be kept. Proper care and cleaning of equipment is very vital.

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3) A team of staff should be employed solely for quality assurance. It

will be the duty of these staff to make sure that the kitchen and

service staff do things at the right and time and to ensure that all

policies and systems are adhered to. This will help find out errors on

time and correct before it is too late.

This staff should also carry out researches about changes in

technology, customers want and needs, and this will be done by

interviewing some customer monthly to find out their views on certain

matters.

4) Good quality local commodities should be purchased from the

reliable suppliers.

5) The correct proportions of ingredients should be maintained while

preparing food in the kitchen.

6) Storage systems should be maintained. This is to enable

commodities like vegetables

7) Both personal, food and organizational hygiene has to be

maintained to avoid products which are contaminated which leads to

food poison and possibly death of customers.

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8) Good menu planning should be adopted. This is to make sure that

the six basic food nutrients of protein, CHo, fats and oils, minerals,

vitamins and water, are contained in the daily meals to customers.

9) Methods of cooking the food should be appropriate

10) Also food preservation should be maintained.

11) Adequate water supply is needed. This is very important because

all the preparations, cooking and the service of food require enough

water.

12) Power supply is required to enable us cook our food, preserve

them and also keep the food at the normal temperature before the

service.

13) The customers service management should be adopted. This is

to make sure that the quality products are well presented to the

customers who will in turn pay for the service.

14) Finally, the questionnaire on quality standards should be given to

customers to fill to truilly ascertain the standard of food and beverage

production area.

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REFERENCES

Fenton J. (1984), How to sell against Competition. 1st edition,

Heineman London.

Walkin, L. (1992), Putting Quality in Practice. 1st edition, Stanley

Thomas, Publishing Ltd. Lillicrap D.R.

Cousine J.A. (1994), Food and Beverage Service. 4th edition, Hodder

and Stoughton Educational London.

Roger C & George C. (1997). Incharge of customer satisfaction. 1st

edition, black well publisher.

Rowland, C. (1986), Practical Approach to Quality Control. 3rd

edition, Charles C. Thomas Publisher U.S.A.

HCIMA (1992/93), Hotel and Catering Institutional Management

Association.

Hospitality (1994), The HCIMA Magazine

Holdings F. (1995/96), Quality Control and Assurance

Dent of Hotel and Catering and Tourism Management, Manchester,

Metropolitan University.

John C. (2008), Practical Cookery David F.

Victor C. Hodder Education 338 Euston Road, London.

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