FOOD SERVICE

MANAGEMENT
 FOOD SERVICE INDUSTRY
The food service industry encompasses all of
the activities, services, and business
functions involved in preparing and serving
food to people eating away from home.

This includes all types of restaurants from fine

dining to fast food.
 INTRODUCTION

Ancient Medieval Time

Rome Prepare food for Colonisation
Hold traveler
Introduction of
functions & (pilgrims)
new food to new
banquets at Eating place area
home
Eating & Opening of a
gathering place restaurant
(limited)
“Malaysia is the world's friendliest
destination for Muslim travelers,
according to a survey released
Tuesday, but Japan has shown
most improvement as it ramps up
efforts to cash in on a growing
market.”
Crescentrating's Halal Friendly Travel (CRaHFT) Ranking 2014.
 Key Area for Attraction..
۞Family holiday attraction

۞Services and facilities for Muslim

۞Marketing initiatives
 FOOD SERVICE SEGMENT
Commercial Non-Commercial
• Restaurant • School/ college/
• Cafeteria university canteen or
• Caterer cafeteria
• Food Court • Food outlet in theme
• Bakery park
• Food truck • Social organisation
• Fast Food Outlet
• Private club
 MENU MANAGEMENT
• Menu is the list of food and drinks available in a
restaurant or food premise offered to a customer.

Menu

A’ la carte Table d’ hote

List of food option Pre- established
sequence of food
course being
served
 MENU MANAGEMENT
Menu management refer to the activities to create
and produce menu according to client request and
matching it with the available resources:
a. Food and beverages material and preparation
cost
b. Availability of ingredient (seasonal material)
c. Required skill for food and beverages
preparation, cooking and serving
d. Available storage
e. Special preparation needs such as decoration and
serving style
 Menu Management :
Halal Best Practices
1. Ensure every menu engineered (generated) is
registered in MYeHalal
2. Name for new menu is not similar to any non-
Halal food or drinks
3. Ingredient used for new menu is of Halal sources
& registered in MYeHalal
4. Preparation & cooking method for ingredient do
not cause material to become haram or
contamination with haram material.
 Menu…
▪ Name of food and drink shall not be similar to non-Halal food

▪ Example:

▪ Bah kut teh

▪ Bacon
▪ Ham
▪ Beer
▪ Hotdog
 RESTAURANT SERVICE
• Restaurant service refer to as a dine in service with
a range of food and beverages selection with table
service.
• There are four type of services:
a. Fast food
b. Fast casual
c. Fine dining
d. Casual Dining
 Type of services….

FAST FOOD FAST CASUAL

• Fast / quick service • Similar to fast food

• Cheap food • Usually offer specialize
• Simple décor food and with
• Many restaurants perception of healthier
food
• At times chain
restaurant • Claim healthier
 Type of services….

FINE DINING CASUAL DINING

• Elaborate menus & • Similar to fast-casual

expensive prices establishment with
• Many requires table service
reservation • Have waiters taking
• Experience chef order & serve food
• Price lower than fine
dining
 Restaurant Service:
Halal Best Practices
Front of the house personnel (F&B Manager,
waiter and waitress):
• Only promote and serve foods and beverages which are
registered in MYeHalal
• Outside foods and beverages which is non-Halal shall
not be permitted to be served in a Halal Certified Food
Premise*.
• Decoration and food display area/equipment do not
contain or project environment which contradict with
Shariah Law*
* - This requirement is not subjected dining area for Hotel’s kitchen
application unless dining area is serving for Ramadhan Buffet
 BEVERAGE MANAGEMENT
Beverage management refers to activities in
promoting, planning, preparing, and serving of
beverages which is suitable with the food served.
Planning for material, competent manpower,
preparation duration, required utensil and
device and costing
Planning Preparing Serving

Preparation of ingredient , Beverages serving

cooking (if any) and mixing of containers,
ingredient according to required decoration and
technics and methods time.
 KITCHEN MANAGEMENT
Kitchen management refers to activities such as:

Planning and managing manpower in

the kitchen
Educating and training kitchen
personnel in preparing the desired
menu according to the recipe, with
Manpower the required technique, and suitable
plating design and method.
 KITCHEN MANAGEMENT
Kitchen management refers to activities such as:

Planning for preparation activities

among the available station/kitchen
in completing the dish/cuisine

Planning Butchery

Cold Kitchen Hot Kitchen Pastry Kitchen

Malay Chinese Indian Western

Kitchen Kitchen Kitchen Kitchen
 KITCHEN MANAGEMENT
Kitchen management refers to activities such as:

Identifying utensil, equipment and

tools required and ensuring they are
in optimal condition

Equipment,
Source of Source of material
utensil and
tools/ for maintenance
tools
equipment program i.e. grease/
/utensil lubricant

Shall be from halal

sources
 KITCHEN MANAGEMENT
Kitchen management refers to activities such as:

Identifying dish washing area for

dining ware for effective dining ware
usage and cycle

The area for food containers

Dishwashing and/ or beverages container

Drinking container for alcoholic

beverages shall be pre-rinsed in
Non-Halal zone.
 Beverage & Kitchen Management:
Halal Best Practices

Kitchen preparing Halal foods and

drinks need to be segregated from
non- Halal certified kitchen and
haram food preparation area
Kitchen Area
Non - Halal
Halal Zone
Zone
 Beverage & Kitchen Management:
Halal Best Practices
Element Control parameter
Manpower • Aware of halal certification requirement
• Caution on the halal zone and non halal
zone*
• Do not bring personal item / tools from
non-Halal sources

Preparation • Proper identification and segregation for

halal kitchen ingredient/ menu item
Utensils • Do not use tools / equipment/ utensil
from animal base or haram sources
 Beverage & Kitchen Management:
Halal Best Practices
Element Control parameter
Dishwashing • Dedicated dish washing area and
area machine for dining ware used for
serving Halal food and beverages – Halal
Zone
• Ensure wine goblet has been pre-rinsed
at Non-Halal Zone prior to washing in
Halal Zone.
 PROCUREMENT
Procurement refer to activities whereby involved in
the planning, cost control, purchasing and managing
the receiving and storage* of ingredients and
materials required in ensuring the smooth running of
an event in the food services premise.
Material Planning:
1 Identifying the type and quantity of
ingredient/ materials required based on the
request from the kitchen.
Planning

Sourcing of Ensuring Confirming Setting

supplier availability price delivery date
 PROCUREMENT
1 Cost Control & Purchase:
Ensure ingredients or materials are
purchased at the most cost effective value
Cost Control while maintaining the desired quality and
& Purchase quantity.

Receiving of ingredients delivery:

1 Ensure delivery of material is timely and
correct ingredients/ materials delivered in
good condition and well maintained quality
Receiving and safe.
 PROCUREMENT
Storage condition:
30 cm Min 1
15 cm Available and segregated
according to ambient, chilled
and frozen material.

2 Storage condition:
Clean and well maintained
condition i.e. temperature
and humidity
Min 20 cm Safety practices:
2 Proper labelling,
Storage arrangement of goods &
FIFO
 Procurement : Halal Best Practices
Element Control parameter
Purchase • Only purchase from supplier which
has been registered in MYeHalal
• Ingredients must have sufficient&
valid document as proof of Halal
status
Receiving • Halal and haram ingredients cannot
be delivered using the same
transportation
• Halal and haram material cannot be
delivered at the same loading area/
time
 Procurement : Halal Best Practices
Element Control parameter
Storage • Temporary storage area need to
segregate between Halal and haram
ingredients/ materials
• Storage area (ambient, chiller or
freezer) need to be effectively
segregated between Halal and haram
ingredients/ materials
• Clear marking or signage for Halal
and haram ingredients storage is
available and easily identified.
 DISTRIBUTION & SERVING
Distribution refers to activities involve in delivering
the food and beverages to the designated location or
venue for both in-house function and/ or external
catering services.
Mode of distribution:
a. In-house function- hand carry, trolly or food
warmer or light vehicle (caddy).
b. External catering – car, van, multipurpose vehicle
or temperature control truck.
 DISTRIBUTION & SERVING
Serving refers to activities such as:
1. Decorating and setting the display area and / or
dining table
2. Serving of food and beverages in according to
arranged courses and in the quantity ordered by
client.
3. Assisting in replenishing foods and/ or beverages
at display area or as requested by client at their
dining table.
4. Clearing of table when required to facilitate client
in enjoying other courses or variety of foods.
 Distribution and Serving:
Halal Best Practices
Element Control Parameter
Distribution • Food and beverages from Halal
certified food premise or kitchen
need to be dedicated during its
distribution process
 Distribution and Serving:
Halal Best Practices
Element Control parameter
Serving • Halal certified food premise only
display Halal food
• Wine goblet with traces of wine
shall be cleared and pre-rinse out
of Halal zone
• Use dining ware from Halal sources
• Do not allow haram foods or drinks
in dining area which has been
certified Halal – Halal Zone*
 QUALITY & SAFETY
MANAGEMENT
1. Quality and food safety management refers to
activities in ensuring along the supply chain of a
food premise the quality of ingredient and
material used if good and safe to be consumed by
consumer.
2. The concept of quality and safe food also refer to
toyyib in Islam.
3. Toyyib is implemented through Good
Manufacturing Practices (GMP) or Good Catering
Practices (GCP)
 QUALITY & SAFETY
MANAGEMENT
1. Element of GMP/GCP are:
a. Premise and its facilities
b. Equipment
c. People
d. Storage
 Process Flow
TYPES OF FLOW DESIGN

Poor Poor Better Good Good

WATER SUPPLY

Drinking water quality

Sufficient distribution

Sufficient facilities :
storage + distribution

WATER Protected from

SUPPLY contamination
Floor
Characteristic
▪ Water resistant material
▪ Non permeable
▪ Cleanable & non toxic
Adequate drainage
Maintain
▪ Good condition
▪ Easy to clean
▪ Disinfectant
 Maintain:
▪ Good condition
WALL ▪ Easy to clean & disinfectant
Material suitable for wall:
▪Cement painted with
washable gloss paint
▪Ceramic tiles
Features
▪Vinyl sheet
▪ Water resistant ▪Aluminium sheet
▪ Non permeable ▪Laminated plastics (formica,
▪ Cleanable & non toxic laminex)
▪ Smooth surface to suitable height
▪ Angle between wall & floor –
concavely rounded coving
Hand Washing Sink
▪ Sufficient water + soap + hand drying mechanism
+ disinfectant chemical
▪ Keep clean + maintain in good condition
▪ Non hand operated tap
▪ Separate hand washing sink and food washing sink
▪Display proper hand washing poster by the sink
Non hand Drying mechanism:
Cleaning agent:
operated tap : Paper towel
liquid form
Sensor operated Hot air
dispenser Clean drying cloth
Knee operated
Foot operated X tissue paper
Lightings

• Supplied with natural or artificial

• Do not impart to food contamination
• Lights fittings is covered, easy to clean
• Brightness in processing area should be more than
215 Lux (90 cm from floor)

Area Lux
Inspection 600
Processing 220
Non processing 110

41
 Pest Control Program
▪ Establsih effective pest control monitoring program
▪ Do not use poison bait in the building perimeter especially
processing area.
▪ Establish SOP for cleaning activities prior and after pest control
program activities
▪ Establish record for chemical used for pest control and activities
conducted in controlling pest infestation
 EQUIPMENT
• Material : Durable, inert, smooth surface, safe,
sound condition
• Design: To facilitate cleaning with smooth surface
and no 900 corner or edges
• Segregation of equipment and tools according to
food category (meat, vegetable, cooked food and
others)
 Cleaning Cutting Board
a.Wash with hot soapy
water
b.Rinse thoroughly
c.Air dried or
d.Sanitized ( sanitizer or
soaked in chlorine
solution for certain
period of time)

Normal colour coding

used for cutting board
44
 KITCHEN

FACTORY
 Clean + suitable + adequate

Do not contribute
contamination

Bright colour

Only use in food premise

Keep in suitable closet / locker

CLOTHING
when not in use
 X External pocket, zip,
buttons, name tag

Tops with sleeve i.e long or

short
Long pants

If possible provide
CLOTHING laundry service
 Covered shoes

If possible only use in

production area

Clean and dry interior

Types depending on
nature of processing area
 • Vinyl
Type • Latex
• Nitrile

• Powered
X use • Less powered

• Non powder
• Change when
Use dirty or between
intervals
WASH HAND AFTER…
 PROCESS CONTROL

▪ Preparation activities shall of the floor at 50 cm

minimum
▪ Ingredient and utensil shall be kept of the floor
minimum of 20 cm
▪ Segregate process according to categories
▪ Clean as you go
▪ Use different cleaning towel for different function
and area (use colour coding)
▪ Always ensure food and raw material is always
covered
▪ Clearly label every ingredient and food – expiry date
 PROCESS CONTROL

▪ Cooking process
▪ Ensure food is cooked above 740C
▪ Ensure use different sink for food , washing of
equipment and hand wash.
▪ Use safe defrost method
▪ Ensure raw material and ingredients received are
inspected for quality
 Storage
▪ Receiving area (loading bay) – with roof and far away from main
disposal area
▪ Implementing effective pest control management program
▪ Clean and well ventilated
▪ Raw material or ingredient keep at suitable temperature:
▪ Freezer(-18Celcius)
▪ Chiller (4 Celcius)
▪ Room temperature
▪ Storage space shall be off the floor by min of 20 cm and labelled
clearly
 •Carrier/ vehicles only carries •Clean and no
food material or products during delivery history of
shipment/delivery contaminated
material

•In the use of

wood pallet –
•Free from
pallet is clean,
objectionable odour
good condition,
pest free, foreign
material, stain •Free from structural
and protruding deficiency
nails
•Doors and hatches good
• Liner in use for wood condition and ensure proper
sided carrier closure
 Display and Sale
▪ Ensure temperature and duration for keeping food is suitable:
▪ Hot food 64 Celcius and above
▪ Chill food 4 Celcius
▪ Cooked food at room temperature – 4 hours
▪ Ready to eat cold food – 2 hours
▪ Display equipment is clean, functional and good condition
▪ Chill display area is not over packed with food
▪ Food are in clean and covered container
 MARKETING FOOD SERVICE
Marketing food service are based on a few factors:
a. Economic
b. Political
c. Societal
d. Regulatory
e. Legal
f. Competitive
g. Technical
 MARKETING FOOD SERVICE
Component
Economic • Depend on the economic condition
of the particular country.
• Recession period – simple & cheap
food
Competitive • Competition between brand and
product produced
▪ Signature product – fried chicken
▪ Promotion item – discount
purchase selling price for
quantity or time offered
 MARKETING FOOD SERVICE
Component
Political forces • Political trends:
▪ Halal as part of the government
key economic focus
▪ Implementing food safety
control to every food premise
▪ Funds from the government in
establishing a GMP compliance
premise
▪ Assistance in marketing and
promoting food services globally
 MARKETING FOOD SERVICE
Component
Legal & • Establishment of act and regulation
Regulatory on food provider (Food Act &
Regulations)
• Stringent enforcement from the
regulating bodies (MOH)

Societal force • Demand by the community either

driven by belief, knowledge and
awareness, and cultures.
▪ Health & fitness
▪ Halal
 MARKETING FOOD SERVICE
Component
Technology • Food technology – ice cream
forces • GMO
• Preservation method
• Packaging technology
• Transportation technology
Market • What is in demand or required by
segment different group of people
▪ Different age group and income
Type of • Differentiated marketing
marketing • Non-differentiated marketing
 CONCLUSION
Food services is one of the country’s “cash teller”,
empowering this industry is crucial.
Thus can be achieved through fulfilling the demand
by the customer and compliance to requirements set
by the regulatory bodies.