Standard Operating Procedure (SOP)
Policy #: A&G 2023 - 0003 Effective date:
Category: Hygiene & Quality Revision Date dd/mm/year
Department: A&G Affects: All levels
Approval: HM/GM AGM
Signature:
Prepared by Dr. Osama Abbass RHM
Subject: Guest complain related to food safety SOP
Purpose: -
This standard operating procedure aim to protect our guest as well
as our property reputation from any food borne diseases and if
there are any un wanted defect (s) take place to be a learned
lesson to avoid repeating with other quest by taking the necessary
corrective action (s)
Terms & definitions: -
Incubation period: is the period in between the ingestion of the
contaminated food and the appearance of the food poisoning
symptoms and it is ranged from half an hour and may extends to
several weeks and this depends up on the immune status, the
amount of contaminated food consumed and the kind of
microorganism which contaminate the food (or may the chemical in
case of chemical contamination) ……. See the below comparison
tables which may help in assessment and investigation of such
cases.
Immune compromised peoples: there are five category of
peoples their immune system is very sensitive (young kids under 6
years, old aged, pregnant, people suffering from chronic diseases
and those who under chemotherapy.
Pathoge Signs and symptoms Incubation Food involved
n
Anisakis abdominal pain; period
12 hours to salt-water fish
(infection) vomiting; coughing
simplex
Bacillus cereus nausea; abdominal pain; several
up to 24days cereal products; rice;
1
Standard Operating Procedure (SOP)
Policy #: A&G 2023 - 0003 Effective date:
Category: Hygiene & Quality Revision Date dd/mm/year
Department: A&G Affects: All levels
Approval: HM/GM AGM
Signature:
Prepared by Dr. Osama Abbass RHM
Subject: Guest complain related to food safety SOP
(toxico- diarrhea; vomiting hours custards and sauces;
infection)
meatloaf
Campylobacter Diarrhea (sometimes 2 to 5 days Raw milk; poultry; beef
jejuni
(infection) bloody); severe liver; raw clams;
abdominal pain; fever;
contaminated water
anorexia; headache;
Clostridium vomiting
vertigo; double vision; 18 to 36 home-canned low-acid
botulinum
(intoxication) difficult swallowing, hours food; garlic and oil
speaking and breathing; mixtures; vacuum-
weak muscles; packed fish;
respiratory paralysis. fermented fish eggs;
Clostridium abdominal pain; diarrhea 8 to 22 hours cooked meat; poultry;
fish; marine
perfringens
(toxico- Frequently fatal. gravy; sauces; soups
infection) mammals
Cryptosporidiu severe diarrhea; low- 1 to 12 days any food product that
m
(infection) grade fever and comes into contact with
severe intestinal a contaminated person
distress or contaminated water
Escherichia coli severe abdominal pain; 24 to 72 soft unpasteurized
O157:h7
(E.coli) diarrhea (sometimes hours cheese; contaminated
(toxico- water; any undercooked
infecton) bloody); nausea;
animal-source foods,
vomiting; fever; chills;
Giardiasis abdominal pain; 1 week especially
water; raw vegetables
lamblia
(infection) headache;
diarrhea; muscular hamburger
and fruits
pain;
fever; bloody
crampsurine
Hepatitis A fever; anorexia; nausea,
15 to 50 days shellfish; contaminated
(infection) abdominal pain; jaundice water; any food
contaminated by the
feces, urine or blood
Listeria nausea; vomiting; 1 to 70 days Unpasteurized milk; soft
of infected humans
monocytogenes stomach cramps;
(infection) cheeses;
diarrhea; headache; and otherundercooked
primates
constipation; fever poultry; prepared
Norovirus nausea; vomiting; 24 to 72 meats; unwashed
Contaminated raw
water,
diarrhea; abdominal pain food, or
vegetablesfood contact
(infection) hours
surfaces
2
Standard Operating Procedure (SOP)
Policy #: A&G 2023 - 0003 Effective date:
Category: Hygiene & Quality Revision Date dd/mm/year
Department: A&G Affects: All levels
Approval: HM/GM AGM
Signature:
Prepared by Dr. Osama Abbass RHM
Subject: Guest complain related to food safety SOP
Pathoge Signs and symptoms Incubation Food involved
n
Salmonella abdominal pain; period12 to
usually Poultry; meant and
(infection) diarrhea; chills; fever; 36 hours, but meat products; eggs
nausea; vomiting could be and egg products;
6 to 72 hours other food
Shigella abdominal pain; diarrhea 12 to 50 contaminated
Moist preparedbyfoods,
the
(infection) (sometimes bloody); hours feces of infected
especially salads such
chills; fever; dehydration humans
as potato,and other
tuna and
animals salads; raw
macaroni
fruits and vegetables;
Staphylococcus nausea; vomiting; 2 to 4 hours unpasteurized
ham; milk
meat; poultry;
(intoxication) abdominal pain; diarrhea and dairy products;
cream-filled pastry;
Trichinella abdominal pain; 1 to 2 days poultry
food
pork; mixtures;
bear meat;leftover
walrus
(infection) vomiting; nausea; fever; for foods
flesh
swelling around the gastrointesti
eyes; muscular pain; nal
chills; laboured symptoms;
breathing other
symptoms
occur within
2 to 4 weeks
Yersinia watery diarrhea; 24 to 48 Meats (especially pork,
vomiting; abdominal
(infection) pain; fever; headache; hours beef and lamb); tofu;
sore throat; may oysters; fish; ice cream;
mimic appendicitis powdered mild;
unpasteurized milk;
raw vegetables; soy
products
Implementation: -
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Standard Operating Procedure (SOP)
Policy #: A&G 2023 - 0003 Effective date:
Category: Hygiene & Quality Revision Date dd/mm/year
Department: A&G Affects: All levels
Approval: HM/GM AGM
Signature:
Prepared by Dr. Osama Abbass RHM
Subject: Guest complain related to food safety SOP
If the symptoms of the ill guest or staff include colic, abdominal cramps,
diarrhea, vomiting, fever and/or nausea, the clinic physician doctor will inform
the hotel management to make the needed traceability procedure and the doctor
will collect data from the guest such as if he/she went for excursions or eat or
drink outside the hotel….etc.
If this case is the only case in the hotel, The general manager, the front office
manager, the food and beverage manager, the executive chef and/or the hygiene
manager will meet the guest and listen carefully to his complain and show
their/his sympathy with the guest and at the same time explain to him/her that
there are hundreds of other guests are accommodated in our hotel with no
complain from the food absolutely and they will ensure that our hotel apply and
implement a very professional food safety management system and we are
contracted with a multinational 2nd party hygiene company to make a regular
monthly audit for all food and beverage areas to guarantee that all the food
processes are up on the international and local standards and we collect food
samples daily from all meals and kept in certain freezer to be send to the
laboratory for full analysis by our quality control team for verification and
validation procedure and they can accompany the guest in a walk through the
food handling areas to show him to what extend we are keen and committed
about hygiene and food safety issues.
Any suspected food poisoning case not pass without complete care and serious
investigations and the food safety team will do complete traceability to the
suspected food items from its receiving to its serving to discover any deviation
to be avoided to ensure no return of such case.
The food safety and quality team will do data analysis for the clinic registration
form to get the needed preventive actions
The immune compromised persons (over aged, children, pregnant, chronic
diseases and who are under chemotherapy) are more susceptible to food
poisoning than others so they require intensive or special care and the front
office manager should inform the food safety and quality team about them for
dealing with them carefully.
The food service staff will report any in - hygienic behaviors according to the
table below to provide the top management with all the controlled data.
4
Standard Operating Procedure (SOP)
Policy #: A&G 2023 - 0003 Effective date:
Category: Hygiene & Quality Revision Date dd/mm/year
Department: A&G Affects: All levels
Approval: HM/GM AGM
Signature:
Prepared by Dr. Osama Abbass RHM
Subject: Guest complain related to food safety SOP
The guest name / Room number/
The date of sickness /
The guest nationality /
Date of arrival /
Symptoms /
Onset of the symptoms /
Suspected diagnosis /
Medications /
The lab. Analysis required /
Recommended to go to hospital yes ( ) no ( )
Date of recovery /
Notes /
Clinic form registration
N.B
Some times and due to cultural differences, the guest may require some things
against Baron hygienic standards and expose himself/herself to safety hazards,
so this standard operating procedure direct our staff to collect data help in
controlling such issue
5
Standard Operating Procedure (SOP)
Policy #: A&G 2023 - 0003 Effective date:
Category: Hygiene & Quality Revision Date dd/mm/year
Department: A&G Affects: All levels
Approval: HM/GM AGM
Signature:
Prepared by Dr. Osama Abbass RHM
Subject: Guest complain related to food safety SOP
Baron risky request form
Guest name Room Date of The Date of The PIC Comments
No. check risky request action
in request taken
This form gives the top management a full data about the guest behavior and in
case of any individual complain, the reason will be known and the case will be
diagnosed and analyzed.
e.g
The guest require a rare degree of cooking or medium rare beef or semi cooked
egg
The guest take food item(s) from buffet to his/her room or to the beach
The guest order a food from outside the hotel and in this case the security
employee should note and register the room number and the date and hour of
delivery to help the top management in the required investigations.
Other similar
Responsibility: -
The top management
Executive chef
Food and beverage manager
Front office manager
Hygiene manager
References: -
Requirement of NFSA, criteria of MOT, the prerequisites programs of ISO 22002/2018
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