Safety Precaution in the kitchen

As the kitchen has to deal with the continuous running food order of food, this area is always risky. The jobs
become more difficult when the limited manpower have to complete large functions. There may be accident in
this condition so safety precaution is important for the kitchen crew. They have to follow following safety rules
to avoid accidents.
1. Sleeves of coat should be rolled down while working.
2. A thick cloth is important for handling hot utensils.
3. The steam should be turned off before opening steamers.
4. Careful attention to be paid when cooking deep frying items.
5. The machines used should be in correct running orders before use.
6. Gas cylinders should be away from the cooking range.
7. Make sure that the kitchen floor are clean, dry and should not have any grease accumulated.
8. Knife handles should be grease free and the blade should be sharp.
9. Before cleaning, plugs a machines should be extracted out.
10. Machines should be correctly fitted before use.

Restaurant Safety: Beyond Food Handling and Preparation

Chefs and cooks are often monitored for safety procedures within restaurants, from their own safety with
knives to the food safety of customers. However, many other food service workers should maintain their own
safety procedures to ensure safety for themselves, their co-workers, and their customers.

Mop up spills and mark them with a sign. In a busy restaurant, anyone can slip on a slippery floor, so to
make sure wait staff, busboys, and customers are safe, mop up spills immediately.

Slow down. Rushing too quickly to wait on customers can cause accidents. Make sure you are aware
of your surroundings and do not cause an accident by being too hurried and/or frantic.

Use trays, hotplates, oven mitts, and/or dry towels to handle hot plates. Also, warn customers that the
plate you are presenting is hot.

Do not use equipment you are not approved to use. This includes compactors, meat grinders, meat
slicers, and any other kitchen equipment that you are not of age to use, approved to use, or hired to use.

Lift properly. Lift only what you can comfortably carry. Get help lifting large trays and bins if needed or
make multiple small trips. Lift with your legs, and carry the load at waist level.

Dispose of glass properly. Clean up broken glass with a broom or towel. Do not directly clean broken
glass with your hand. Dispose of glass in the proper broken glass tub.

Treat coffee and hot liquids with care. Never take coffee carafes from the machine before it is finished
percolating unless the system is designed to stop the drip when the carafe is removed. Hold the carafe
close to your body, with both hands and an oven mitt, when possible.

Wearing compression tights can assist

Keep the customer close. Serve as close to your customer as possible. Do not lean over tables to
serve because leaning can increase your possibility of injury.

Pamper your body. You are on your feet almost your entire shift. Making sure you change your tasks
and movements can reduce some of the strain your body goes through in restaurant service. Also, taking
frequent breaks, like one minute breaks every 20 minutes as well as your allotted breaks, will also help
reduce the strain.

Wash your hands often, especially after smoking, eating, restroom breaks, coughing, or sneezing.

Call in sick. If you are sick, call in. Not only will you be off your game if you show up to work sick, but
you could pass your illness on to someone else.

Safety tips for preventing common accidents

This section contains lists of safety tips for preventing accidents that commonly occur in the hotel and
restaurant industries. Safety tips are
included on:
Cuts

Stairways

Knives

Storage areas

Slips and falls

Burns and scalds

Floors

Ladders

Cuts
Cuts can occur from:
Knives
Furniture
Equipment
Counters
Utensils
Do
Throw away broken or chipped
glassware.
Use a cutting board for safe cutting andchopping.
Lock out or disconnect the power source before
cleaning equipment such as meatslicers.
Make sure that you receive proper
training in operating equipment and safe job
procedures.

Glassware
Preparation areas
Dishes
Cleaning equipment
Consult the manufacturers instruction manual for
operating,
cleaning,
and
maintaining
the
equipment.
Make sure that cutting blades are sharp.
After cleaning, make sure that all guards and
safety devices are put back in place.
Place a warning tag on defective and unsafe
equipment and do not re-start the equipment.
Inform your supervisor

Do not
Do not operate equipment if you feel unwell or
drowsy. (Remember, some cold remedies can
make people feel sleepy.)
Do not place hands near the edge of cutting
blades. Make sure you can always see both hands
(and all fingers) and the cutting blades.
Do not try to catch falling objects.
Do not try to clean or "just brush
something off" a moving part such as cutting blades
or beaters in mixers.
Do not push or place your hand in feed hoppers
or delivery chutes. Use food pushers.
Do not try to cut anything in a slicer that becomes
too thin. Use a knife to finish cutting.
Do not wear loose or frayed clothing, gloves, or
jewellery that can be caught in a moving machine.
Knives
Potential injuries: cuts and amputation.
Do
Use the right knife for the job.
Always use a proper chopping board or block.
Make sure the knife is sharp.
Carry only one knife at a time, tip pointed down at
your side.
Store knives securely in proper racks in a visible
place.
Hold the knife with your stronger hand.
Cut away from your body when cutting, trimming,
or boning.
When not using knives, place them at the back,
with the sharp edge away from you.
After using a knife, clean it immediately
or place it in a dishwasher.
Use protective clothing such as mesh gloves.
Do not
Do not leave a knife in dishwater.
Do not use a knife as a can opener.
Do not try to catch a falling knife.
Let it fall and then pick it up.
Do not engage in horseplay with a knife
in your hand.
Do not carry knives while carrying
other objects.
Do not carry a knife in your pocket.

Do not leave knives where they could be

accidentally covered.
Do not talk to your co-workers while you
are using a knife you could become
distracted.
Slips and falls
Slips and falls can occur from:
Slippery and cluttered floors and stairs
Loose or bumpy carpets and floor mats
Defective ladders and footstools
Poor visibility
Do
Keep floors and stairs clean, dry,
and non-slippery.
Keep floors and stairs clear of debris
and obstruction.
Use slip-resistant waxes to polish and
treat floors.
Make sure that carpeting, rugs, and mats
are free of holes, loose threads, loose edges, and
bumps that may cause tripping.
Use adequate warning signs for wet
floors and other hazards.
Make sure that wooden duckboards
and railings are in good repair and free
of splinters.
Make sure that ladders and footstools are
in good repair and have non-skid feet.
If possible, immediately remove or clean
up any tripping or slipping hazard you
notice. If its not possible to take care of
the hazard yourself, report it immediately
to your supervisor.
Do not
Do not use defective ladders or footstools.
Do not use chairs, stools, or boxes as
substitutes for ladders.
Do not leave oven, dishwasher, or cupboard
doors open. These may present a tripping hazard
for you or your co-workers.
Floors
Potential accidents: slips and falls.
Do
Make sure that walking surfaces are uncluttered,
non-slippery, clean, and adequately lighted.

 If you drop or spill something, clean it up

immediately.
Mop floors with the recommended amount of
cleaning product in the water, or cleaning fluid, to
ensure grease and other slippery substances are
removed.
Make sure floors are free from trip
hazards such as raised or broken sections.
Treat floors with slip-resistant products
if the floors must be waxed.
Place wet floor warning signs to prevent
people from slipping.
Use non-slip mats and floor finishes.
Replace doormats regularly.
Walk dont run.
Mark swinging doors with in and out signs.
Do not
Do not leave carts, boxes, trash cans, or other
objects on the floors and in the aisles.
Preventing

Accidents

in

Hotels

and

Restaurants
Proper footwear prevents injuries
Wear footwear that is closed at the toe and
without a pattern of holes.
Wear shoes that protect against spilled liquids,
including hot ones.
Wear slip-resistant shoes. For wet surfaces, the
sole should have a
well-defined pattern as more edges will provide a
better grip.
Dont wear shoes that are dirty or worn out as this
affects their slip-resistance. To preserve your
shoes, leave them at work and wear other shoes to
and from work.
Wear shoes with low or no heels.
Wear shoes or boots with internal steel toe caps if
you lift and carry heavy objects.
Preventing Injuries to Hotel and
Restaurant Workers: Focus Report
Stairways Potential accidents: slips and
falls.

Do
Ensure that stairways are well lit.
Keep stairs clear of obstructions.
Use handrails.
When carrying a load up and down
stairs, make sure that the load does
not block your vision.
Report tripping hazards to your
supervisor and place warning signs.
Do not
Do not store boxes and supplies on
the stairs.
Do not throw things up or down stairways.
Do not switch off lights in the stairways.
Storage Areas Potential hazards: collapse of stored
goods;
Slipping and tripping.
Do
Make sure the shelves are firmly secured
in place against walls and on the floor.
Ensure adequate lighting.
Store chemicals, detergents, and pesticides in a
separate area away from
foodstuff.
Ensure that chemicals that are not compatible
with each other are not stored
together. (Check the material safety
data sheet.)
Store heavy items on lower shelves, particularly
when cartons contain fluids.
Use bins and racks as much as possible.
Leave adequate clearance space between the top
of the stored goods and the ceiling in areas
protected by a sprinkler system.
Store cartons in dry areas.
Do not
Do not block passages in the storage area.
Do not stack loose items on the top shelves.
Do not overload shelving units.
Do not store cardboard cartons in damp areas.
Do not overstock.
Ladders
Potential accidents: falls from portable
ladders; splinters; slipping.

Do
Inspect a ladder before and after each use.
Reject a ladder if it has loose, broken, or missing
rungs; loose hinges; or loose or missing screws or
bolts.
Reject and tag defective ladders. Have defective
ladders repaired or thrown out.
Set up barricades and warning signs when using
a ladder in a doorway or passage way.
Clean muddy or slippery footwear before
mounting a ladder.
Face the ladder when going up or down and when
working from it.
Keep the centre of your body within the side rails.
Place ladder feet 30 cm (1 ft.) from the
wall for every 1 m (3 ft.) of height.
Extend the ladder at least 1 m (3 ft.) above
the landing platform.
Locate the ladder on a firm footing using
slip-resistant feet or secure blocking, or have
someone hold the ladder.
Rest both side rails on a top support, and
secure the ladder to prevent slipping.
Use a three-point stance, keeping both
feet and at least one hand on the ladder
at all times.
Do not
Do not overfill pots and pans.
Do not leave metal spoons in pots and
pans while cooking.
Do not spill water in hot oil.
Do not overstretch over a stove, grill,
or other hot area in order to reach an
uncomfortable distance.
Do not use a wet cloth to lift lids from
hot pots.
Do not open cookers and steam ovens
that are under pressure.
Do not lean over pots of boiling liquids.
Do not leave a hot electric element or gas
flame of stove "on" all the time.
Preventing Accidents
in Hotels and Restaurants
Do not
Do not use ladder in a horizontal position
as a scaffold plank or runway.
Do not carry objects in your hands while

on a ladder. Hoist materials or attach tools

to a belt.
Do not work from the top two rungs. The
higher you go on a ladder, the greater the
possibility that the ladder will slip out at
the base.
Do not use makeshift items such as a
chair, barrel, milk crate, or box as a
substitute for a ladder.
Burns and scalds
Burns and scalds can occur from:
Stoves
Toasters
Toaster ovens
Ovens
Boiling hot liquid
Hot utensils
Pressure cookers
Cooking pots
Hot dishwashers
Do
Assume that all pots and pans and metal
handles are hot. Touch them only when
you are sure that they are not hot or when
you are using proper gloves.
Organize your work area to prevent
contact with hot objects and flames.
Keep pot handles away from hot burners.
Make sure that handles of pots and pans
do not stick out from the counter or
cooking stove.
Use oven mitts appropriate for
handling hot objects. Use long gloves
for deep ovens.
Follow electric and fire safety guidelines.
Follow the manufacturers operating
instructions.
Use only recommended temperature
settings for each type of cooking.
Open hot water and hot liquid faucets
slowly to avoid splashes.
Lift lids by opening away from you.
Wear long-sleeved cotton shirts and
cotton pants.
Report problems to your supervisor.

How to Deal With Aggressive Customers

Aggressive customers can be a nightmare. Don't confuse them with assertive customers who simply insist on
their rights; this article is about the customers who issue threats, shout, ruin the experience for other
customers, and make unreasonable demands. They may even grow physically aggressive by putting their
hands on employees or causing damage to property. If you work in the service sector, it's smart to educate
yourself on how to deal with aggressive customers.
Part1
Defusing the Situation
1.Stay calm. The worst thing you can do in this situation is to raise your energy level to theirs, at it might turn a
combustible situation into an all-out explosion. However, because you, as an employee, cannot simply walk
away from the situation, you must stay engaged with the customer without letting your own temper get out of
hand.
The most obvious thing to avoid is raising your voice.
Dont be sarcastic with the customer.
Do your best to maintain a soothing voice and mask any frustration you might feel.
2.Control your own body language. Its easy to read the nonverbal cues of aggression and anger in other
peoples bodies, but be aware of the messages your own body is sending to the customer. Its not enough to
simply keep your voice down you must soothe the customers mood with all the communicative devices in
your toolbox. Some nonverbal cues to control and avoid include:
Pacing
Drumming your fingers or tapping your feet
Clenching your fists
Clenching your jaw
Rolling your eyes
Furrowing your eyebrows
Staring the customer down
Crossing your arms or putting your hands on your hips
3.Dont enter the customers physical space. Even when everyones calm, violating someones personal
space can be interpreted as a show of aggression or lack of care for someones level of comfort. When people
get angry, they need a larger area of personal space, so give aggressive customers wide berth. Otherwise,
they may think youre trying to show aggression of your own, or that youre not taking the situation seriously by
failing to recognize how agitated theyve grown.
For your own personal safety, try to stand behind a counter, table, or other barrier to reinforce
the physical distance between you and the customer.

4.Listen to the customers grievance. Understand that no matter how unreasonable the customer is being in
terms of the scale of their anger, there may very well be a kernel of truth to what theyre saying. By letting the
customer air their grievance, youre letting them vent off some of their frustration and hopefully stopping the
situation from getting worse. Furthermore, youre showing them that you, as an employee, care about the
customers experience, gaining you good will.
Dont ever interrupt the customer, even if you want to respond to something theyve said.
Even if theyre being unreasonable, allow them to talk themselves out.
Use positive nonverbal communication cues to demonstrate that youre actively listening and
engaging with the customer. Examples include maintaining eye contact (but not staring),
nodding along, and demonstrating concern on the customers behalf at the appropriate
moments with facial expressions.
5.Ask questions to better understand the problem.In order to calm a customer down, you need to
understand why theyre upset in the first place. If the customer is so worked up that theyre ranting instead of
providing you with useful information that you could use to assess and resolve the situation, wait until theres a
gap in the conversation to ask guided questions that will help you understand whats going on. Again, dont cut
the customer off wait for an opportunity for you to speak. Some questions you might ask include:
"Is this the first time you've had this issue at our business? Can you tell me more about your
previous frustrations, so I know specifically how to instruct our staff how to improve customer
experience?"
"Tell me exactly what happened today, from the beginning. What was the exact employee
behavior that triggered your bad experience?"
"Was there a single action that ruined your experience with us, or are you frustrated by the
buildup of several small problems? Is there one large thing we need to change, or several small
adjustments?"
"Which employee or employees are you upset with right now? Is there one person in particular,
or does our whole staff need to be addressed about their attitudes and performance?"
If another employee is involved, use your discretion to determine whether or not it would calm
the customer down to involve that employee in the conversation.
6.Try to find a solution to the problem. Ask the customer what you could do to make them feel better about
the situation. If what they ask is reasonable and within your power, give them what they ask for. However,
aggressive customers are sometimes irrational in their demands, or ask you to do something you are not
authorized to do.
Try to strike a compromise. Explain to the customer that you would give them what they want if
you were authorized to do so, but that you would be punished yourself if you did that. Instead,
offer them whatever youre authorized to give.
Call a manager. If the customer would like something that youre not authorized to provide, call
a manager or supervisor to see if it can be authorized.
Part2
Ejecting a Customer
1. Lay out the repercussions for their behavior. If you feel like a situation is getting out of control and either
threatening your personal safety or the positive experience of your other customers, tell the angry customer
that you will ask them to leave if they dont control their frustration. Everyone loses their temper from time to
time, so give them a chance to get a handle on it. Remain respectful and calm; dont raise your voice or point
your finger at them. Simply tell them what the next steps will be if their behavior doesnt change. Some things
you might say include:
"I understand that you're frustrated, but we both need to be calm to resolve this situation."

"Your frustration at your bad experience is now making the experience worse for the rest of our
customers. We'd like to work with you to fix the situation, but don't you agree that the rest of the
people here have a right to a pleasant experience too?"

2 .Explain why youre asking them to leave. Customers often take the slogan the customer is always right
to heart, not realizing that the customer can very often be wrong.Explain to the customer that their abusive
behavior is personally threatening, and that they are ruining the experience for all of their other customers, who
have just as much right to good service as they do.
"While you have a right to voice your concerns, you do not have a right to be abusive towards
our staff."
"I am happy to work with you to resolve this situation, but your behavior is making me feel
uncomfortable."
"As an employee, it's my job to protect my colleagues and patrons, so I have to ask you to leave
the building."
"If you don't remove yourself from this situation voluntarily, I'll have to call the police to protect
my staff and customers."
3.Escort the customer out of the establishment. To reinforce your verbal ejection of the customer, move
toward the exit yourself and ask the customer to follow you. Even if the customer does not initially respond to
the ejection, lead the way. Do this even if the customer does not take your lead and move toward the exit at
first; when they see that the object of their anger is moving away, they will likely follow you toward the exit.

The objective is to remove the customer from the premises in order to protect both the safety
and the experience of the people in your business.
Often, when the customer finds themselves removed from the business, they will move on even
if they are still upset.
Allow them to move away from the business on their own before you return to work. If they see
you immediately go back inside, they might follow you back in.

4. Dont put your hands on the customer. Unless you feel that the customer has grown physically
threatening to you, other employees, other customers, or themselves, avoid touching the customer. Touching
someone who is overly agitated could cause them to react very poorly, and potentially violently.
However, if the customer becomes physically aggressive either to you, someone else, or to
themselves, you are within your rights to try to prevent injury by subduing them.

5. Call security or the police if necessary. If you dont feel safe around the customer or if the situation is
disrupting your business and doesnt have an end in sight, call the police or a security service if your business
pays for one. Try to limit the customers impact by getting them outside of your business. Dont try to physically
detain the customer, as you dont have any legal right to do so unless they physically attack someone.

If the customer puts their hands on someone or breaks property, do your best to get them out of
your establishment. If they won't leave, move employees and customers away from the
aggressive customer to protect them from physical harm.
Stay calm and respectful, but do not try to engage the customer any further. Youve done
everything you can to resolve the situation, and you should just disengage and wait for the
authorities.
Keep the phone numbers for security easily accessible for the entire staff instead of keeping
them in the back office. When customers get out of hand, employees almost always call the
onsite manager to deal with the situation. If the situation truly gets out of hand, theres a good

chance the manager is already busy with it, so all employees need to know how to reach out for
help.
Post the phone numbers somewhere out of the way of customer traffic, but regularly visited by
employees behind a cash register, or in an employee break room, for example.
Make sure the number is clearly legible. If you have bad handwriting, print the number out using
a computer.

6. Use discretion when asking a drunk customer to leave. If you work in a restaurant or bar that served
enough alcohol to a customer to get them to that state, you may be held responsible for that persons actions
once they leave your establishment.

If the customer seems drunk, offer to call them a cab while they wait outside.
If they are with a group, ask a sober friend to drive them home.
If they insist on driving themselves, write down a description of the car including the tag number,
and call the police immediately with that information.

Steps to Increase Housekeeper Safety

Because they often work alone, room attendants are vulnerable to assault. In the past five years, several
housekeeping attendants have become the victims of battery, sexual assault, and, in at least one case, murder
while working alone on guestroom floors. Here are four steps that every hotel can enact to increase safety.

Issue whistles or panic alarms. Consider issuing loud whistles or high-pitch portable, panic alarms to
room attendants. Require these whistles or alarms be attached via lanyard to the uniform of each room
attendant.
Buddy up. Where feasible, assign two room attendants to each floor or section of rooms. The two
employees can check on each other throughout the day, take breaks together, and help ensure the
safety of each other.
Close and lock the door. Require room attendants to close and lock the door while they are inside
cleaning the guestroom. This will prevent strangers from accessing the guestroom or claiming to the
attendant that this is their guestroom.
Block the door. Train all room attendants to place their housekeeping cart in front of the door to the
room they are cleaning. This provides a barrier of protection and makes it harder for trespassers to
access the room.
Never put your own safety at risk; if you are uncomfortable in any situation, remove yourself right away.
Never be afraid to tell a guest no if you are uncomfortable with their actions; report the behavior right
away.
Work only in well lit areas that you know well; know your means of escape before entering.
Walk and act with confidence.