Spatial Requirements from Dubai Municipality

a. The space available in a food establishment should be suitable for the business activity, and sufficient to carry out the operations as per the relevant provisions of this Code.

b. Requirements specific to the type of food establishments are provided as a separate guideline.Total area of food establishments should not be less than the minimum requirements stipulated in the layout approval guideline for food establishments.

c. Food and food handling activities should only be carried out within the area as delineated
in the approved layout plan. No food related activity, such as washing of equipment and utensils, food preparation and cooking of food, and storage of utensils, equipment and food, should extend to any place beyond the approved area.

Rationale:
Adequate space for food preparation is essential to ensure safe food preparation and shall support the type of operation and the number of customers to be served. For example, too small a kitchen for a restaurant may cause congestion and unhygienic food operation that increases the risk of food contamination. The general rule for food service establishments is that, establishments with larger gross floor area should provide more space for food preparation. The type of food, number of meals produced and the number of people working at the same time should also be considered while deciding the spatial requirements for food service establishments.

2.6 Floor, Walls and Ceilings
The requirements in this section apply to the floors, walls and ceilings of all areas used for food handling and associated activities such as storage and packaging.

2.6.1 Floors
Floors should be designed and constructed in a way that is appropriate for the activities conducted in the food establishment.

2.6.1.1 Floors in Dry Areas
a. In dry areas the floor should be durable, impervious, easily cleanable, and non-slip.

b. The floor to wall joints should be coved.

2.6.1.2 Floors in Wet Areas
a. In areas where the floor could be wet (such as food preparation or processing areas, walk-in coolers, washrooms), and areas subject to flushing or spray cleaning, the floor should be:

i light coloured;

ii durable, easily cleanable and non-slip;

iii constructed of a impervious material that is able to withstand regular wet washing,
such as tile or resin;

iv coved at the wall to floor joints, and sealed;

v designed to prevent the pooling of liquids; and

vi sufficiently sloped for liquids to drain to adequately sized and constructed floor drains
(See Section 2.7 below). Generally, a minimum slope of 2% is recommended.

b. If used, clean rubber or plastic mats, excluding carpet or other similar floor coverings, should be designed for easy removal, cleaning and, if necessary disinfection.

c. Absorbent material (e.g. cardboard, newspaper, sponge, unsuitable rubber mats) should not be used as floor material.

2.6.1.3 Temporary Flooring
Requirements as listed in 2.6.1.1 and 2.6.1.2 should be taken into account while constructing temporary floors.

Rationale:
Properly constructed floors facilitate cleaning and disinfection. Impervious materials do not absorb water or organic matter, and sloping helps avoid pooling of liquids which can lead to unhygienic conditions.

2.6.2 Walls and Ceiling

2.6.2.1 Walls
a. Walls should be designed and constructed in such a way that they can be kept clean.

b. In wet areas, walls should be constructed of an impervious material that is able to withstand regular washing.

c. In areas where open food is handled, internal surfaces of walls and partitions should be
surfaced with smooth, preferably light coloured, durable, non-absorbent and easily cleanable materials (e.g. tiles or stainless steel) to a height of not less than 2 Metres. The rest may be painted in a light-colour. Junctions between walls, partitions and floors should be coved.

2.6.2.2 Ceiling
a. Ceiling should be of continuous construction so that there are no empty spaces or wide joints. Although ceilings are less likely to require frequent cleaning, the surfaces should allow ease of cleaning.


b. Ceiling in kitchens and food rooms should be of light colour and fire proof.

2.6.2.3 False Ceiling
a. False ceiling if used in food handling areas should have smooth, easily cleanable and impervious surfaces.

b. Access openings to the space above false ceiling should be provided to facilitate cleaning and for detection of signs of pest infestation.

c. Ceiling or the interior of the roof and overhead fixtures are to be constructed in a way that
prevents accumulation of dirt. There should be adequate measures in place to reduce condensation and subsequent growth of undesirable mould.

Rationale:
Light coloured walls and ceilings enable easy detection of dirt for prompt removal. Durable, impervious and easily cleanable surfaces facilitate cleaning work. However, note that the emphasis should be on cleanliness which is the primary objective of this provision.

The space between false ceiling and the original ceiling can get dirty and harbour pests. Periodic checks and cleaning are necessary to maintain a healthy and hygienic work environment.

Licensing, Approvals, Construction, Design and Facilities According to Dubai Municipality

Licensing, Approvals, Construction, Design and Facilities

 Trade License

a. All food establishments in Dubai must have a valid trade licence from the concerned
government authorities in Dubai before the start of operation.

b. The operator of the food establishment must choose the appropriate business activity at the time of obtaining the license.

c. The business activity on the trade license of food establishments shall be related to food, and the license must clearly state the exact activity the establishment is involved in.

d. Food establishments shall not carry out any other activity other than the business activity (or activities) listed in the trade license.

Approval of Construction Plans and Specifications

a. Proposed layouts for new construction, or renovations to an existing food establishment, shall be reviewed for compliance with the existing regulations and approved by the Food Control Department prior to the construction, renovation or re-construction.

b. In existing facilities, major alterations that affect the main layout or the process flow shall not be carried out without prior approval from the Food Control Department. Alteration,
addition or deletion, which results in change of the approved layout, such as change
in area of the establishment or the food rooms, addition, deletion or repositioning
of equipment of a substantial and permanent nature, drainage works, passageways
and open spaces, means of exit, entry and internal communication, windows and ventilating
systems in production area etc., should not be carried out without the prior approval of the Food Control Department.

c. Plans for minor alterations that do not involve a change in the main layout and the flow of work such as the installation of shelves in a store room do not require prior approval.

A licensee has to submit the layout of the establishment for approval to the Food Control
Department prior to construction. Particulars to be indicated on a layout plan include but are not limited to:

i   area and space allocated to food handling and cooking, cleaning, food storage and seating;
ii    sanitary fitments, open spaces, restrooms, storage areas;
iii   all windows and mechanical ventilating systems;
iv   layout of equipment;
v    all means of exit and entry;
vi  facilities to carry out pot and dish washing, handwashing etc.

Site and Location

a. Sites for food establishments should be chosen such that they are free from conditions that might interfere with their sanitary operation. Food establishments should be set far enough apart from waste disposal facilities and incompatible processing facilities so there is no risk of contamination.

b. Generally a minimum distance of 30 metres is recommended from potential sources of
contamination. However, a greater or lesser distance could be accepted depending on specific site conditions.

c. Streets, lanes and other public places or the common part of the building, which are within a minimum of 10 metres around the food establishment, should be kept clean and free of litter, garbage or waste that can attract pests.

Rationale:
Poorly maintained or unhygienic surroundings and facilities can lead to contamination of food. Conditions which might lead to contamination include excessive dust, foul odours, smoke, pest infestations, airborne microbial and chemical contaminants, and other similar conditions. Food establishments should be protected from such conditions that would expose the food to contaminants.

WHAT IS THE DEFINITION ACCORDING TO DUBAI MUNICIPALITY

Definitions

Audit: A systematic, independent and documented process for obtaining audit evidence and evaluating it objectively to determine the extent to which the audit criteria are fulfilled.

Auditor: The person with necessary competency in food safety approved by Dubai Municipality to conduct an audit.

Authorised Officer/Person: An Authorised person from the Food Control Department who can conduct inspections or investigations in food establishments.

Cleaning: The process of removing soil, food residues, dirt, grease and other objectionable matter.

Codex: Codex Alimentarius Commission (CAC), a United Nations Organisation that supports FAO and WHO by developing food standards, guidelines and Codes of practice.

Concerned Department: Departments of Dubai Municipality authorised to ensure compliance with relevant regulations.

Contamination: The introduction or occurrence of a contaminant in food or the food environment.

Control Measure: An action or activity that can be used to prevent, eliminate, or reduce a hazard to an acceptable level.

Corrective action: An Action to be taken when the results of monitoring at the CCP indicate a loss of control.

Disinfection: The reduction of microbial load, by means of hygienic chemical or physical agents, to a level that will not compromise food stability or lead to harmful contamination of food.
Equivalent: In respect to different systems, capable of meeting the same objectives.

Food: Any substance or product intended to be or reasonably expected to be ingested by people. This includes beverages and drinks (except alcohol), chewing gum and any substance including water.

Food Establishment/Food Business: Any place where food is manufactured, prepared, traded or sold directly or indirectly to the consumer. The term includes any such place regardless of whether

consumption is on or off the premises. The term includes but is not limited to trading companies, manufacturing companies, hotels, restaurants, cafés, cafeterias, caterers in hospitals, private clubs, caterers or cafeterias in labour camps, public and private educational bodies, groceries, supermarkets, meat and fish shops, bakeries, mobile vendors, temporary kitchens and snack houses in petrol stations. Unless specified otherwise, the term refers to establishments located in the Emirate of Dubai.

Food Establishment/Food Business Operators: A ‘food business operator’ means the person who is actively engaged in running the food establishment and is responsible for ensuring that the legal requirements are met.

Food Handler: Any person handling food directly or indirectly in a food establishment, whether packaged or unpackaged food, food equipment and utensils or food contact surfaces.

Food Hygiene: All conditions and measures necessary to control hazards and ensure the safety and suitability of food at all stages of the food chain.

Food Safety Course/Qualification: A course/qualification approved by the Department in accordance with the provisions of this Code.

Food Safety Programme: A food safety management system based on the principles of HACCP.

Food Transportation Vehicle: Any mode of transport, designated for food, whether self-propelled or not and whether used on land, sea or in the air.

Food Service Establishments: Food establishments such as catering, restaurants, cafeteria, cafe and supermarkets etc. that sell portions of foods directly to the consumers for immediate consumption either on-site or off-site. The definition excludes business activities such as manufacturing, processing, trading, grocery stores etc.

Good Hygiene Practices: All practices regarding the conditions and measures necessary to ensure the safety and suitability of food at all stages of the food chain.

HACCP (Hazard Analysis and Critical Control Point): A preventive system of food safety management that identifies, evaluates, and controls hazards which are significant to food safety based on product design, hazard analysis and process control.

HACCP plan: A document prepared in accordance with the principles of HACCP to ensure control of hazards that are significant for food safety in the segment of the food chain under consideration.

Hazard: A biological, chemical or physical agent in, or condition of, food with the potential to cause an adverse effect.

Hazard analysis: The process of collecting and evaluating information on hazards and conditions leading to their presence to decide which are significant for food safety and therefore should be addressed in the HACCP plan.

High–Risk Foods: High-risk foods are foods which will support the growth of food poisoning bacteria or the formation of toxins AND which are ready to eat.

Foods such as:
- ready to eat foods such as sandwiches, pizzas, hot meals;
- cooked products containing meat, fish, cheese etc.;
- cooked products that are reheated and served – pies, ready made meals, etc.;
- smoked or cured meats and fish;
- raw ready to eat foods -e.g. Oysters, Kebneyah, Sushi;
- dairy based desserts;
- ripened soft or moulded cheese – e.g. Brie, Danish Blue, etc.;
- prepared vegetable salads including those containing fruit;
- foods labelled/described as needing to be kept at a specific temperature;
- frozen food such as ice cream.

Packaging: Any operation consisting of placing the food in containers (i.e. primary packaging) or placing the food containers in further packaging material (i.e. secondary packaging).

Raw Animal Foods: Raw foods of animal origin such as meat, poultry products, fish, shellfish etc. that are likely to be contaminated with pathogenic or spoilage microorganisms. They are usually stored chilled or frozen to minimise spoilage

Person in Charge: A person directly responsible for the food related operations in the food establishment and has direct authority, control or supervision over employees who engage in the storage, preparation, display, or service of foods.

Pests: The term pest in this document refers to any undesirable animal or insects including, but not limited to, birds, rodents, flies, larvae etc. that live in or on our food and are objectionable or a nuisance.

Potable Water: Drinking water that is pure and healthy at the point of usage, and meets the requirements of Gulf Standards.

Primary Product: Products of primary production including products of the soil, farming and fishing.

Processing: Action(s) that substantially alters the initial product, including heating, smoking, curing, maturing, drying, marinating, extraction, extrusion or a combination of those processes.

Raw Food: Food that is neither cooked nor heat processed.

Ready-to-Eat Foods: Any food for consumption without further treatment or processing. Examples of ready-to-eat food items may include: sliced cooked meats, cooked meat products and preparations, cooked/roast chickens, sandwiches and filled rolls, dairy products such as milk and cheese, fruits, pre washed/ topped and tailed vegetables, prepared vegetable salads, whole salad items such as tomatoes or cucumbers, open and canned ready-to-eat fish and fish products such as salmon, tuna or sardines, shellfish, preserves and jams, condiments, bread, confectionery and biscuits.

Recall: A recall is an action taken to remove from distribution, sale and consumption, food which may pose a health risk to consumers.

Shelf- life: The period during which a food product maintains its microbiological safety and suitability at a specified storage temperature and where appropriate, specified storage and handling conditions.

Traceability: The ability to track any food, feed, food-producing animal or substance that will be used for consumption, through all stages of production, processing and distribution.

Validation: Obtaining evidence that a control measure or combination of control measures, if properly implemented, is capable of controlling the hazard to a specified outcome.

Verification: The application of methods, procedures, tests and other evaluations, in addition to monitoring, to determine whether a control measure is or has been operating as intended.

Types and purpose of linen:

Restaurant Linen

Linen is one of the most costly and essential material used in the restaurant. Mostly, cotton
is used in the restaurant for all purpose because of its absorbent quality. Restaurant linen
consists mainly of table cloths, overlays, napkins and other more specialised items such
as place/table mats, table runners, buffet skirts and so on.

Types and purpose of linen:

Tablecloths
Come in various sizes and shapes for different sized and shaped tables. They may also
be in different colours or patterns, depending on the restaurant. Many restaurants
have white tablecloths with a coloured overlay or runner over it.

Overlays
These are placed over the tablecloth to protect it. They are smaller than tablecloths
and therefore are easier and cheaper to wash. Overlays are usually in a different
colour to the table cloth.

Napkins
These are usually white, and folded in the style of the restaurant

Place mats
Place mats are used in some establishments instead of table cloths. They are made
of material or plastic – which is used in some family style restaurants and can easily
be wiped clean.

Table runners
These are placed over the table cloth for decoration.

Buffet skirts
These are placed around the front of buffet tables and go all the way down to the
floor. They can be bought in different lengths for different sized tables

Size of the restaurant of linen

Different sizes of Restaurant Linen
Napkin (Serviette) 21”x21”-18”x18”-12”x12”

Service Cloth 18’x26”

Table Cloth 72”x72”/54’x54”/72”x96”

Buffet Cloth 2x4 meter/6’x12’

Slip Cloth 36”x36”

Multan 32”x32”

Frill                           As per requirement

Tray Cloth              As per requirement

A par stock of linen is provided to each outlet for smooth functioning. Care should be
taken to store it carefully to avoid misuse.

FOOD CODE. FROM DM

1.1 Introduction
Foodborne illness can be very serious and even life-threatening to some consumers, especially children, pregnant women, elderly, and those with impaired immune systems or allergies. Effective control of foodborne illness is vital, not only to avoid adverse effects on human health, but also to safeguard the food industry. The potential business repercussions of foodborne illness are many, including loss of earnings; unemployment and litigation; damage to trade and tourism through negative publicity; lower staff morale; and professional embarrassment. The challenge is to continually reduce the risks and achieve excellence in food safety, while supporting the ability of the food industry to adapt to new
technology and survive in a competitive environment.

1.2 Purpose
The purpose of this Code is to provide a set of model requirements to help food establishments achieve a higher degree of compliance with the food regulations, and attain a higher standard of food safety through adoption of good practices. It also provides law enforcement officers of the Food Control Department and persons engaged in food business a common set of comprehensive advice and guidance on the application of the relevant regulations and recommended ways for compliance, with a view to improving consistency in the interpretation and application of the food regulations by all stakeholders.

The ultimate objective of the Code is to provide high level of protection to human life and health and to protect the interests of the consumers by safeguarding them from fraudulent or deceptive practices, adulteration and any other practices that may cause illness or injury to the consumer.

1.3 Application
a. The Code is an interpretative guideline that explains how to meet the objectives identified in the Administrative and Local Orders passed by the Government of Dubai. It is not intended to be used as a rigid and inflexible document.

b. The term “shall” or “must” is used throughout this document to indicate those provisions which the food establishments have to comply with and are an absolute requirement.
The term “should” is used to indicate those provisions which the food establishments have to comply with. However, deviations from such provisions are allowed under exceptional
circumstances when there is a valid reason to ignore or to seek alternative measures without
compromising the food safety objective.

The term “shall not” is used to indicate that the provisions that are absolutely prohibited.

The term ‘‘should not” is used to indicate those provisions that are prohibited. However, deviations from such provisions are allowed under exceptional circumstances when there is a valid reason to ignore or to seek alternative measures without compromising the food safety objective.

c. This document provides an extensive information base to assist in the safe operation of food establishments. As new technology becomes available, operational procedures and equipment standards in a food establishment may vary from that described in this Code.
d. Unless specifically mentioned elsewhere in this requirement, the provisions of this requirement
apply to food products –
i Manufactured, sold or prepared for sale in the Emirate of Dubai;
ii Imported directly or brought into the Dubai from other Emirates;

iii Exported to other countries.

SERIOUS SAFETY THREAT TO STAFF AND GUEST

Dispose of damaged or broken crockery

• Serving meals in broken crockery not only looks cheap but poses a serious safety
threat to staff and guests. Chips and broken pieces can find their way into food,
cracks harbour lethal food poisoning bacteria and cracked or chipped crockery
does nothing for the presentation and appeal of a guest’s meal.
• All damaged or broken crockery must be taken out of circulation immediately and
thrown away because if it is used again, guests will not be happy if food has been
served on a cracked plate or drinks have been served in a cracked or chipped glass
and may complain.
• Wrap damaged items in paper towel or newspaper and place it in a box that
jagged or sharp edges cannot penetrate. This is called a ‘sharp-safe’ container.
Dispose of it in a waste bin. Report the breakage to immediate supervisor.
• Record all breakages in the breakages book and report them to your Supervisor
immediately.
• If damaged items are not reported to the supervisor, the stock items can run out and
there may not be enough stock for service of meals and beverages to guests. This also helps with stock control

Cutlery

Cutlery is the silverware that guest use to eat with. Servers may also use cutlery to serve
food items to guest in silver service or on a buffet. Cutlery consists of various types of
knives, forks, spoons and serving utensils. Different types are shown on the next page.
Following are the types of cutlery used in a restaurant

Polishing, handling and storing of cutlery

Dirty or unpolished cutlery creates a poor impression of a restaurant and its hygiene and
service standards.
Here are some steps and methods to clean and polish cutlery:
• Use a clean metal container half full with boiling water. Add a few drops of white
vinegar or lemon juice to the water.

• Hold cutlery by the handle, submerge into the water solution for at least 10
seconds, then remove and polish vigorously with a clean, dry, lint-free cloth.
• If water stains have not been removed, repeat the above process.
• When polishing is complete, take care not to contaminate polished cutlery by
touching and leaving fingerprints on it.

• Sort various sizes into appropriate clean cutlery containers, or use a clean tray. If
there is no cutlery drawer, cover with a clean cloth or wrap in cling wrap to keep
cutlery clean and sterile.

learn to take the “HEAT”

Handling Guest complaints

Complaints must be handled correctly as they can affect the business reputation and
income. Guests whose complaints are not handled correctly usually do not return to the
establishment.

Complaints will occur, but if handled correctly and efficiently, a scowl can be changed
into a smile. Indeed, the guest may even apologise for bringing the complaint to
someone's attention. Proper handling of a complaint builds goodwill. When a staff
member has succeeded in regaining the guest's confidence, he/she should tactfully try
to turn the opportunity to promotional advantage, e.g. the staff member may say that
he/she is looking forward to the guest's return visit.

When dealing with a complaint: learn to take the “HEAT”
Use a 4 - step process to handle guest complaints:

1. Hear them out: listen and do not interrupt. Do not say "That's not my job" or
"You'll have to talk to the manager". Let the guest tell the whole story.

2. Empathise: make them know that you understand their anger or frustration

3. Apologise without admitting liability. Do not make excuses. Do not blame
another person or another department.

4. Take Action: rectify the problem. Handle the complaint personally if possible,
but get help from your supervisor if you can’t solve the problem. Offer
alternatives but know the hotel policies and do not offer something a staff
member cannot deliver. Try to turn the unsatisfied guest back into a satisfied
guest, i.e. turn a complaint into a compliment.

5. Then thank the guest for bringing the matter to your attention.


6. Record the complaint and pass on to supervisor or line manager.

Complaints are Sales Opportunities

An important point to remember about complaints is that they represent an opportunity
and not a threat. Complaints, if received with the right attitude and handled properly,
can be a valuable source of information. There can be an opportunity to find out how
the guest sees you, and what they think of the products. This information obtained free of
charge by listening to your guests' complaints can help you to provide a better service.
Proper handling of a complaint, verbal or written, builds goodwill. When you have succeeded
in regaining the guest's confidence, you can then tactfully turn the opportunity to your
advantage.

Telephone Skills

The telephone, if used correctly, has the potential to be a good verbal communication
tool, where you can, by the tone of your voice and the choice of your words, show
how helpful you can be to your guest.

Using the Telephone

There should be a procedure or 'house standard' in the restaurant, which specifies the
guidelines on answering telephone calls. However, as a general rule, you should always:

1. Greet the caller.
2. Identify self and position.
3. Ask the caller how you can be of assistance.
For example: "Good afternoon. Thank you for calling The Quality Restaurant, Miss Sita

speaking. How may I assist you?"

10 LESSON FROM STEVE JOBS

RESTAURANT, BAR EQUIPMENT AND HANDLING TECHNIQUE

Introduction
This module is about the different equipment used in the restaurant and bar, and the
proper use of them. It will also equip you proper handling & cleaning procedure of
cutlery, crockery and various other tools and service equipment used in the food and
beverage sector.

Restaurant Equipment
The equipment used in restaurants play an important role in attracting customers. The
restaurant operating equipment includes service equipment, furniture, fixtures and linen
all of which equally reflects the standard and style of the restaurant. The atmosphere of
a restaurant is largely affected by the kind of equipment used and how well they are maintained.

Crockery
“Crockery” is the term used for all the plates, bowls, cups, saucers and dishes used to
serve and eat food. These items are usually made of china or porcelain.

Following are the types of crockery used in the restaurant
• Plates: dinner, side, fish, cake
• Bowls: soup, dessert, Cups: coffee, tea, espresso
• Serving items: teapots, coffee pots, platters, serving bowls.

Cleaning crockery safely is very important as these items represent a significant investment
on the part of the restaurant. Sometimes the food and beverage server has to help with
cleaning and storing these items.

So, careful and hygienic dish washing practices are important because;

• You have to protect your guests against any risk of illness,
• Protect the reputation of the establishment,
• Dirty service ware creates a very poor impression of the establishment and its

Carrying Plates
Carrying and clearing is an integral part of the job of any food and beverage server. You
will have to carry plated food, both hot and cold by hand to tables, and also remove
items of glassware, crockery, cutlery etc. You must use the proper procedures to clear
and carry items. A clean service cloth or waiters cloth should always be used when
handling or carrying dishes, hot or cold. The principal purpose of a service cloth is to
protect hands against burns from hot dishes and plates. However, for hygiene and safety
reasons, it is a good practice to always use a service cloth.
The technique outlined here, forms the basis for carrying and clearing all types and sizes
of plates. Refer to the table below for illustration.