food safety management

see attached

Food Safety
Management

INTRODUCTION
The food safety management system (FSMS) is not only a legal requirement but also a
helpful tool that ensures that safe and secure practices are followed in the workplace. It is a
systematic approach to ensure that the food provided by hotel or restaurant is safe to eat and does
not cause harm to the human body. For this project, Hilton, an American multi-national
hospitality company, has been selected. It offers wide range of hospitality services such as
comfortable stay and good quality food to the customers at competent prices. The current study
will provide information about various strategic tools and techniques adopted by hotels and
restaurants to maintain good quality food and services.
MAIN BODY.
Sourcing and procurement process within a food service organization.
The procurement is concerned with the procedure of acquiring goods and services in a
business. The company makes sure that the goods and services procured are of good quality and
are allocated at right price and time.
Diverse food service contexts: The diverse food context means that with the increasing
trends and continuous international trade, the food service and the restaurant culture has changed
significantly. Various type of dining styles are:
 Fine dining: A fine dining is referred to a restaurant that provides upscale clientele and
the highest quality of food to its customers. These restaurants have a calm and composed
atmosphere with sit down facility with a very fancy menu to order from. For instance,
London Hilton on Park Lane is a five star restaurant in Central London that provides best
fine dining experience in the entire United Kingdom to its guests.
 Casual dining: Casual dining includes cafes and restaurants that serve moderately priced
food in a comfortable atmosphere with self- service facility. The casual dining includes
local restaurants and cafes that offer a limited menu and buffet services (Benckendorff,
Xiang and Sheldon, 2019).
 Fast food: Fast food means preparing the food instantly in no time and serving it to the
customers that show up without any prior information. The food offered is very
nominally priced in order to attract large number of customers. Although, it does not
offer the highest quality food but it is very delicious which further helps in increasing its

sales. Companies like McDonald's, KFC and Subway are prime examples of fast food
joints.
 Pop-up food restaurant: Pop-up restaurants are temporary restaurants that operate from a
food truck, van or a stall and do not have a fixed location. The main objective of pop up
food restaurant is to showcase the skills and creativity of individuals. The Cheese Truck
and Blue Top Ice cream are famous Pop-up restaurants in the United Kingdom.
Themed food services: Themed food services include serving special food on special occasions
and festivals in order to attract more customers. Many restaurants in the United Kingdom offer
unique food on different occasions like Christmas, Thanksgiving and Halloween.
Farm to Fork: Farm to fork refers to the entire process in the food chain from agricultural
production to consumption. The process involves activities like food production, processing,
distribution and consumption (Filimonau and Delysia, 2019). The process is as follows:
 Raw material production: The first step in the farm to fork process involves raw material
production of grains, wheat and barley through farming activities. It is the most important
step in the farm to fork process because the entire food and beverage industry is
dependent on farming.
 Food processing: Once the raw materials are produced, the second step involves its
processing which is done with the use of technology like modern agriculture machinery
and chemical fertilizers. It is generally done to protect and preserve food for a long period
and also to keep it free from other external factors.
 Transportation and logistics: Once the food is manufactured, then it is important to
transport it to various parts of the world in order to meet the demands of various
restaurants and households so that it can be converted into a finished product and then
reach to customers (Goh and Jie, 2019). The food is transported through road, rail and by
air.
 Retailing: Retailing involves movement of food products to whole sellers and retailers
through various distribution channels. The restaurants and hotels obtain food products
from whole sellers as it helps them in achieving cost advantages and maximizing their
profits.
 Consumer: The last step in the farm to fork process involves preparation of finished food
products and then serving to the consumers accordingly. All the steps are inter connected

and any error in any step can have an adverse effect on the final product therefore it is
important to take care at all the levels in the food chain process.
Key players in the supply chain process: The key players in the supply chain process are:
 Producers: Producers include farmers and fisheries that manufacture the food products in
the industry. Farmers cultivate, harvest and then sell it to the other players in the industry.
The producers directly sell it to food manufacturers in bulk so that they can earn huge
revenues in one single go.
 Manufacturers and processors: The food manufacturers add various nutrition’s and
chemicals in order to protect it from outside environment and also to preserve it. The
processed food have long life because it includes a lot of preservatives and are frozen,
dehydrated so that it can still have the freshness and does not become stale.
 Wholesalers: The wholesalers purchase the processed food in bulk directly from the
manufacturers in order to achieve the economies of scale and also to maximize their
profits. Further, these products are sold to food service providers like restaurants and
retail stores so that they can provide it to the consumers (Bhuvan and Naik, 2019).
 Retailers: The retailers sell the agricultural and processed food directly to the consumers.
The buying pattern of retailers have a strong impact on the supply chain and ultimately it
helps the farmers in deciding what to produce more.
 Food service providers: The food service providers are an important player in the entire
supply chain procedure as they add value to the food products and then provide it to the
customers. Hotels, fast food joints and restaurants directly purchase from the wholesalers
in order to achieve the cost advantage and earn more profits effectively and efficiently.
Principles of effective procurement and sourcing processes for food service operation
 Being open and transparent:- It is very important for the organisation to have
transparency in business as have openness in the business.
 Workforce matters:- It is responsibility of organisation to have connection with the
service quality and handle the issues faced by the workforce.
 Equality and diversity:-Organisation have to follow the legislations with respect to
equality and making the workforce work in diverse work culture.

 Sustainability:- In order to have effective work culture, it is very important to have
sustainable work culture as it indirectly promotes business product and bring competitive
advantage to the firm (Manning, 2018).
Evaluate operations management strategies within a given food service context
SWOT analysis: It is one of the most effectual tool which helps in analysing and
evaluating internal business environment. By doing this, company can develop competent
strategic framework for converting weaknesses into strengths. Further, referring this company
can identify and grab all the possible opportunities and take initiatives for reducing the negative
impact of threats.
Strengths:
 The brand recognition of Hilton hotels is high in the market as its offering quality
services to the customers around the globe. By providing customers with luxurious and
quality hospitality services firm has developed distinct image in the mind of customers.
 Hilton is placing more focus on building and introducing innovative practices within the
firm. This in turn assists in attracting and retaining customers and thereby contributes in
the enhancement of sales as well as profitability aspect (Hilton Hotels and Resorts SWOT
Analysis, Competitors & USP, 2019).
Weakness:
 Increasing cost of operations has become a major problem as it has reduced the profits of
the Hilton Hotels significantly.
 Poor customer satisfaction is the major weakness of Hilton as it does not listen to their
needs and wants.
Opportunities:
 The company must spread its operations online like booking of rooms and other facilities
so that the consumers can book directly from their website and eliminate the middle men.
 The company must increase its operations in Asian market as there are very less number
of Hilton properties in countries like India and China (Hilton Hotels and Resorts SWOT
Analysis, Competitors & USP,2019).
Threats:

 The increasing entry of new players into the hospitality industry can hamper the growth
prospects of Hilton like Air BnB that provides services to the customers at a very
nominal price.
 Weight on compensation (venturing into high-wage economies) is recognized as another
major threat which in turn creates issue in front of Hilton pertaining to employee
dissatisfaction and lack of work engagement. In this way, such threat imposes high cost
in terms of hiring and training & development session of new personnel.
Porter's value chain analysis:
 Inbound logistics: The inbound logistics is concerned with the purchase of raw materials
by the Hotel company. It is important for Hilton hotel to purchase right quality of raw
materials at right price as it will help the company in achieving huge profits and also in
increasing their sales during the long run.
 Operations: The operations step is concerned with the process of converting raw
materials into finished goods and services. It is imperative for Hilton Hotels to
manufacture the product or service as per the needs of the consumer and also to check
whether actual product meets the standards or not.
 Outbound logistics: Outbound logistics involves offering the products and services to the
retailers and wholesalers. The products and services must be offered on time so that the
cost can be optimized the efficiency of the business can be improved. Also, timely
delivery will help in achieving maximum consumer satisfaction.
 Marketing and sales: Marketing and sales involve various strategies that help in
increasing the sales of product or service and contribute towards their profit
maximization. The marketing and sales must be done adequately by Hilton hotels if they
wish to increase their sales and maximize the revenue (Reynolds and Dolasinski, 2019).
 Service: Service is very important as it ensures that the consumers are satisfied with the
quality of products and services or not and also help the organization in achieving
competitive advantage by building a brand image and increasing customer loyalty.
Management practices that support business activities:
 Engage workers: It is important to motivate employees in order to ensure complete
productivity from them which can also help in achievement of goals and objectives
effectively and efficiently. In other words, usually motivated personnel are highly

productive over others. Moreover, they initiate in relation to taking responsibility and
introducing innovative practices within the firm. In addition to this, in service sector,
employees are the one who represents organization. Thus, Hilton can enhance \brand
image and market share by delivering quality services to the customers through motivated
workforce.
 Team effort: It is one of the main aspects which in turn helps in getting the desired level
of outcome or success. Now, business units lay high level of emphasis on creating
effectual team which includes individuals with diverse skills and abilities. Hence, by
developing competent team firm can manage all the activities in the best possible way.
Further, by assessing and evaluating team efforts business unit can identify the training
requirements of personnel. Hence, by conducting effectual training session within the
suitable time company can get results through the means of competent team and
associated work.
 Regular meetings: The top-level management must hold regular meetings in order to
monitor and evaluate the performance of employees. Once the performance is evaluated,
then corrective actions must be taken in order to identify the problems so that it can be
improved in the future.
 Feedback: The organization must incubate a culture where employees have the freedom
to provide feedback and reviews directly to the top-level management. This can help in
improving the business activities and increase the profitability of the organization.
Furthermore, it will also make employees feel valued and improve their efficiency to
perform the duties.

Importance of ethical management
Ethical practices in food service organization: It is important for every business to follow
ethical practices. Ethical practices help in distinguishing between the right and wrong and
following of ethical activities also help in establishing the brand image of the company. Hilton
Hotels and restaurants follow various ethical policies like:
 Good quality food: The company provides good quality food products to its customers in
order to ensure maximum customer satisfaction. Also, Hilton refrains from the use of
adulterated food products as it would affect the brand image of the organization therefore
the company follows the ethical activity of providing good quality food to its guests.
 Ethical Marketing: The company promotes its products and services by following ethical
practices where it encourages its customers to eat healthy food and also show case the
side effects of eating junk food like obesity and other heart diseases (Liu and Lee, 2018).
It also provides complete information related to the food ingredients in order to ensure
complete transparency and honesty with its customers.
 Systematic production: Hilton believes in optimum utilization of resource therefore the
company forecasts the demand and then manufacture the food products to make sure that
there is no wastage of resources. Sometimes there is excess food left therefore in this
situation, the company distributes it to the homeless people thus fulfilling its social
responsibility.
 Child labour: Hilton hotels follows strict policies regarding child labour practices where
it prohibits its uses and in case child labour activities are done then strict actions are to be
taken the human resource department of the company.
Improvement plan for a given organisational challenge within a food service organisation
Management practices used by hotel and variety of performance review techniques
Management practices- these are the practices which are used by Hilton hotel in
managing its operations and work so that the consumers are happy with the services of the hotel.
The management practices help the hotel with some methods and techniques to review its work
and to ensure that the work is done with accuracy and perfection. For this hotel uses the food
service quality and monitoring process (Manning, 2018). Under this process Hilton as hired
some professional who time- to- time checks and inspects the working of the food department
and especially the quality of the food.

This is so because if the quality will not be good then the consumers will not like the
product. This inspection makes sure that all the work is done up to the mark and the standards.
Also, another method of management practice is use of Standard Operating Procedures (SOP).
This is yet another practice within which the hotel uses all the operating process and techniques
which are standard that is they have to work in such a way that they work in achieving the
standards set before working.
Performance review techniques- just providing the services is not enough for the hotel. It
is also necessary for the hotel to review its performance from time- to- time. This is because of
the reason that if the performance of the hotel is not good then the customers will not like this.
Also, there are many changes in the business environment which impact the business of hotel
and also the competition is also increasing. Therefore, it is very necessary for the hotel to timely
review its performance. For this Hilton hotel uses different types of performance review
techniques. These techniques are discussed in the adjoining points below-
Benchmarking- this is the simplest techniques which is used Hilton hotel in reviewing
the performance of the hotel. This is a technique in which the company compares its
performance with the competitor within the same industry. This technique is used to review the
performance because of the reason that with this comparison (Lee, Pennington-Gray and Kim,
2019). Hilton will come to know the points or areas where the hotel is lacking in comparison
with the other competitors. This helps the hotel in analysing its strengths and weaknesses and to
find some measures to overcome these problems.
Key performance indicator- this is another technique used to measure the performance
by Hilton hotel. Under this technique the hotel set some indicator against which the hotel
performs and after the completion of the task compares the actual performance with indicator set.
This method helps in comparing the actual work with the set standards or the performance
indicator. This method of performance review helps Hilton hotel in knowing its weaknesses and
then taking some measures or steps in overcoming these weaknesses and to sustain and retain the
strengths.
Thus, performance review techniques are very helpful for Hilton hotel in managing its work and
to satisfy the consumers.
Kotler's 8 step model of change:

 Creating an urgency: This step involves identification of potential threats and the
repercussions which might come in the future. Also, it is concerned with examining the
opportunities which can be tapped through effective interventions.
 Forming powerful guiding coalitions: It can be achieved through Identifying the effective
change leaders in your organizations and also the key stakeholders, requesting their
involvement and commitment towards the entire process.
 Developing a vision and strategy: The food service organization must also develop a
vision and strategy for realizing changes in the organization and to ensure that leaders
realize the vision properly and work towards the achievement of goals and objectives.
 Communicating the vision: It is imperative to communicate the vision to the employees
as it will motivate them to work with extreme productivity and use their skills and
knowledge for the achievement of objectives (Davis and et.al., 2018). Also,
communicating the vision helps the employees to adopt changes accordingly.
 Removing obstacles: It is the duty of the top-level management to ensure that all the
organizational process and structure are in place and adequately aligned with the overall
vision of the company. The company also checks for the people who resist change and
take corrective actions accordingly. Once the changes are made then the employees are
rewarded by the organization.
 Creating short-term wins: The company must set short-term targets instead of long term
goals and objectives as achieving them can motivate the employees and increase their
overall confidence (D'Annunzio-Green, 2018). Also, short term goals are easy to achieve,
less expensive and have minimum possibility of failure.
 Consolidating gains: The company must improve its services continuously in order to
become successful and to improve individual experiences.
 Encouraging the change: The organization must encourage change within the workspace
and ensure that all the employees contribute towards the change in organizational aspect.

CONCLUSION
From the above study, it can be concluded that the food service organization is an
emerging industry and is currently facing several challenges with the latest trends and the
increasing entry from international players in the market. Also, the study focused on different
players in the food industry and various types of services it offers be it fine dining, casual dining
or fast food giants. There are various key players in the food industry like farmers,
manufacturers, retail stores and food service providers. A food service provider also needs to
perform various strategic tools like SWOT analysis and Porter's model of change. There are
various ethical activities followed by Hilton that help them in achieving competitive advantage
and increase their profitability over a period.

REFERENECES
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Online

Hilton Hotels and Resorts SWOT Analysis, Competitors & USP. 2019. Online. Available
through: < https://www.mbaskool.com/brandguide/tourism-and-hospitality/4284-hilton-hotels-
and-resorts.html>.