Kitchen Operations Management

Cover page

Kitchen Operations Management


Prepared for: Lecturer name

Due date:

Student name:

Kitchen Operations Management

Student ID:

Table of contents                                                                                                                                    Page no

1.0             Introduction                                                                                     2

2.0             Major issue observed                                                                 2

2.1             Food hygiene and ohs&w                                          2

2.2             Staff training                                                                        2

2.3             Customer service                                                                3

Kitchen Operations Management

2.4             Communication                                                                   3

3.0  Major issues observed discussed


3.1 food hygiene and OHS&W


3.2 Training employees


3.3 service to customers


3.4 Communication


4.0  Responsibilities of staff


5.0  Conclusion


6.0  References


1.0      Introduction

Hospitality management is basically the art of starting and successfully operating hotels or other tours and travel and tourism related industries. Being a lucrative industry, keen attention and efficient management is required due to the many daily challenges that have to be solved and the daily high expectations that have to be met. This is a report on Amrit restaurant that is faced with daily challenges that it needs to overcome to ensure that it remains competitive in the hospitality industry. This report has been prepared out of a study of a variety of scenarios that Amrit faces on a busy day. This report is intended to address the elements of hospitality and ways of handling issues that arise in the course of work. It is to help Amrit and other

Kitchen Operations Management

stakeholders in the hospitality industry maintain good operations and develop better skills to be efficient in the industry.

2.0          Major Issues Observed

2.1       Food Hygiene and OHS&W

It was noted that the fish was delivered at 6c higher than the temperature required for seafood.

There was a customer that got sick after eating the food questioning the quality of food.

2.2       Training of employees

It was noted that the staff training had been postponed and that there was confusion with some customers being served wrong meals and service taking time. In addition, one staff member experiencing conditions of diarrhoea and vomiting was still working.

2.3       Service to customers

Kitchen Operations Management

The customers doubted the quality of food served, others were served with the wrong meals while service was slow even for simple meals. Meals served were of uneven sizes with one customer feeling unwell after having eaten the food compromising quality.

2.4              Communication

The mode and efficiency of communication is questionable with service taking long, some agency staff being recruited and working without proper induction into the policies and procedures of Amrit, mis calculation of number of customers and customers receiving the wrong meals.

3.0 Discussions and Recommendations for Major Issues Observed

3.1 Food Hygiene and OHS&W

3.11 Fish Delivered At a Higher Temperature

Food hygiene standards require very high degrees of hygiene in food handling and preparation. There is also emphasis of personal hygiene and food hygiene as it is bought, transported and delivered to the kitchen. (Labensky, 2004).

3.12 Customer Becoming Ill after Eating At the Restaurant

Kitchen Operations Management

Food hygiene standards require that food handling and preparation should be done well while all foods should be thoroughly cooked especially meat. Personal hygiene should be maintained with staff with health complications not being allowed to handle food. (Rafferty, 2004) The food cooked may not have been properly done or food handling procedures not adhered to.

3.2 Training of employees

3.21 Training Postponement

In order to have a quality food system, the staff employed has to have the necessary skills, motivation and supervision. The management has to be to ensure that they are familiar with the operations and procedures as well as having well spelt out roles of each staff member. Though the costs are high, Amrit needs to take advantage of the weekdays when it is not busy to train staff and create time to train the agency staff so that when called upon to help in busy days, efficiency can be maintained. The staff needs to be trained on efficient customer service and communication.

3.22 Sick Staff Member Working

Amrit is operating in a very sensitive industry that requires high standards of hygiene. Food handling procedures require that staff who are experiencing complications as observed should not be allowed to handle food.(Rafferty, 2004) Though the restaurant may be busy, sick staff should not handle food. Vomiting and diarrhoea are symptoms of poor food handling and pose a risk of spreading bacteria to other staff or customers.

3.3 Service to customers

Kitchen Operations Management

3.31 Slow Service and Uneven Food Sizes

Customer satisfaction and retention is the best strategy to remain competitive in the hospitality. This justifies the saying that the customer is always right. (Labensky, 2004)Customer complaints and concerns that are not dealt with can lead to major losses. Amrit needs to invest in staff training to increase efficiency by ensuring that customer orders are served within reasonable time. The service of food should be consistent and this can be achieved out of staff training.

3.32 A Customer Getting Sick After Having Eaten The Food At Amrits

The quality of food served should be high. There is need to ensure that raw foods are maximally cooked, food handling and preparation is hygienically done and personal hygiene of staff maintained. The staff should be in good health. Good food handling should be done with the restaurant having good drainage and clean utensils while providing places where customers can wash their hand before eating.

3.4 Communication

This is the passage of information from one person to another.

3.41 Recruitment Of Agency Staff

Staff members need to be aware of their roles in the restaurant. The agency staff called upon to

Kitchen Operations Management

work did not get any induction training as to the procedures of Amrits. There was no clear specification as to the work they needed to do infact one complained of back pain after moving boxes. Communication should be maintained in customer service to ensure that the orders are served to the right customers. It is necessary to ensure that the staff work as a team in ensuring that they do their work very efficiently.

3.42 Mis Calculation Of The Number Of Customers

Communication is necessary so as to assign each job to each staff member to avoid conflicts and confusion as experienced. There is need to overestimate the number of customers so that provision can be made for a higher turn out. The chairs, tables and basic equipment need to be availed in larger number to avoid instances of inadequacy.

4.0 Responsibilities of Staff

Amrit restaurant needs to treat staff as a team, motivate and train them, offer complements for a job well done and provide benefits while ensuring good supervision. The transport staff are responsible for ensuring that ingredients have been supplied in efficient conditions. The kitchen staff are responsible for cooking and serving of food, catering staff are responsible for taking customer orders and presenting food to customers. The finance staff are in charge of receiving payments from customers for food, disbursing funds for purchases and payments of staff and suppliers while preparing and maintaining financial records of the restaurant. The storekeeping staff are responsible for monitoring movements of supplies from the store, ensuring that supplies are stored under the right conditions, ensuring that there are adequate supplies and maintaining security of the store house. All these staff have managers in charge of supervision.

5.0 Conclusion

Kitchen Operations Management

Amrit needs to take the recommendations given to avoid inefficiency. There is critical need for staff training to ensure quality service. Good management has to be in place for supervision and improvement of service as a whole.


Ahmed, Z. 2009. Protect your business with food safety training. [Online]. Available: http://ezin

& id=2545627

Baldwin, J. 1999. The new managerialism: review of human resources development and

student guide to public and private organizations: Elsevier science ltd

Brotherton, B & Wood, R. 2008. The Sage handbook of hospitality management. Boston: Sage publications

Ingram, A. 1996. Contemporary hospital management. International journal of hospitality management,15(1): pp 11-18

Labensky, S. 2004.On cooking: A textbook of culinary fundamentals. 3rd edition. New Jersey:

Pearson Education

Rafferty, M. 2007. Restaurant Management. London: Oxford publishers

Walker, J. 2004. Introduction to Hospitality Management. New Jersey: Pearson prentice upper saddle river