Abdulrahman Alireza* With the increasing surveillance on the restaurant and food industry taking place across the Kingdom, the importance and significance of maintaining a safe and hygienic restaurant that serves high-quality food is becoming vital to survive in the industry, whether it comes to ultimate store closure or diminishing brand trust and loyalty among customers. The current inspection campaign running has been very valuable and insightful, both for other restaurant operators who may have been cutting corners in the past, and for customers, who are now learning of the truths of the food industry and restaurant business. It is a moral and social responsibility on the part of the government to hold others accountable for their mistakes, just as much as it is a responsibility on the restaurant owner operating their business to take accountability and ownership of their mistakes. The various municipalities across the country have taken on this great responsibility and businesses must now follow in their footsteps and do their part. Over the last few years, the consumer food service industry in Saudi Arabia has been growing significantly, with the total market for restaurants, cafes and canteens experiencing 133% growth from 2007-2012 (according to the latest study). With new players constantly joining the scene, there has been a substantial rise in the number of hygiene and safety violations. Although these may have gone unnoticed before, a more sophisticated customer base has begun to develop, resulting in citizen complaints that have led to fines and restaurant and store closures for those who did breach health and safety codes. As a restaurant owner, operating in such an industry, where the community's health and potentially life is at risk, the abidance of basic hygiene standards go without say; the sale of non-expired food, proper food storage and handling, correct food preparation and appropriate cooking temperatures. In 2013, 4,803 fast food outlets and restaurants were inspected, along with 682 bakeries and grocery stores and 205 supermarkets and warehouse, wherein it was concluded that the most common violations revolved around poor hygiene conditions, lack of general cleanliness, improper food preservation and handling, the sale of stale food, and the lack of valid licenses and health cards for workers. With the inspection campaign that began toward the end of 2014 to ensure compliance with hygiene and safety specifications, the first two months saw the closure of 150 restaurants in Jeddah. Over the last six months, this number has steadily increased, with more restaurants and food stores receiving fines and being shut down by their respective municipalities, only being allowed to reopen once their mistakes are rectified. Food safety has always been an important issue, but now more than ever, with developments in research and technology, making it easier to operate a clean and healthy restaurant, and serve safe food. As the restaurant business as a whole evolves, so should those operating it, educating themselves on how to better their business and serve high-quality food in a safe manner. As with any business, there are systems and procedures that must lie in place, when operating a restaurant or food store. Within each segment of the business, different procedures are carried out, from hygiene and cleanliness procedures, to cooking and preparation. Whether directly dealing with food products or not, all employees must wash their hands thoroughly before cooking and dealing with raw food products. In some restaurants, employees are required to wash their hands every hour for a certain number of minutes. When it comes to food storage, there are set temperatures in which each type of food should be stored at, and the temperatures of refrigerators and freezers must be checked with an appliance thermometer regularly. When preparing food, it is imperative not to cross-contaminate when using cutting boards, utensils and countertops. These should be sanitized with the right solution before being used again. At the cooking stage, all types of meat should be cooked to the minimum internal temperature which should be measured with a food thermometer before removing the meat from the heat source. These systems and procedures, however set in place, must be followed rigidly, wherein constant supervision must take place in order to ensure that each segment within the business is doing its part and carrying its weight. Follow-up must take place on a regular basis, from the very beginning to the very end. Just as important as proper systems and procedures being set, training is also vital. In fact, continuous training is necessary, as the industry is ever evolving. As a restaurant operator of a multi-national franchise, the access available to a top-notch system can be a privilege, but one must yet ensure that this system is properly installed and religiously followed. Although the procedures and rules may be set abroad, they must be abided here, otherwise whatever brand loyalty that does exist, will only diminish, if the restaurant fails to follow the set system. Nowadays, brands are opening their kitchens to their customers, giving them access to the inner workings of their business, and allowing them to see how it all works. Some are even going as far as providing customers platforms and forums to ask and question whatever comes to mind about the food they serve and the way they operate. This builds confidence and trust. This builds brand loyalty and equity. There is a hierarchy of responsibility when discussing food safety and hygiene, starting at the very top with the government, to the restaurant operator, to each employee in the business and finally to the customer. If each plays one's appropriate role, then everyone will be able to enjoy a great meal. * The writer is the general manager of REZA Food Services Co. Ltd, the exclusive McDonald's developmental licensee for the Western and Southern regions of the Kingdom
