CHAPTER I

INTRODUCTION

1.1 Research Background

Food is an essential prerequisite for life and as such the primary goal

of eating and drinking is to enable the body to function normally. Access to good

quality food has been man's endeavor from the earliest of human existence. We

always look forward to the quality of food to assure its safety as its basic

requirement. "Food safety" implies absence or acceptable and safe levels of

contaminants, adulterants, naturally occurring toxins or any other substance that

may make food injurious to health on an acute or chronic basis.

It can be considered as a complex characteristic of food that

determines its value and acceptability to consumers. Consumers are always

looking on the quality of food first. Besides quality and safety, a consumer also

want food to have a nutritional value, organoleptic properties such as appearance,

colors, texture, taste; and other functional properties. The better the quality of

food, the less food you need. Higher quality foods provide more nutrients as well

as more flavor. Your body gets what it needs with less food; your mind does the

same.

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Hence we all know since long that the value of food is infinitely

greater than all technological inventions, gadgets, computers, cars, TV etc. We

depends our existence on the food we eat.

How do we considered food quality standard? Food quality is an

important food manufacturing requirement, because food consumers are

susceptible to any form of contamination that may occur during the

manufacturing process. Many consumers also rely on manufacturing and

processing standards, particularly to know what ingredients are present, due to

dietary, nutritional requirements, or medical conditions. Food quality also deals

with product traceability, e.g. of ingredient and packaging suppliers, should a

recall of the product be required. It also deals with labeling issues to ensure there

is correct ingredient and nutritional information. Knowing the importance of

quality and healthy foods, we could appreciate more for what they done for us,

considering that he who has health has hope, and he who has hope has

everything.

To guarantee that food reaches the consumer in a healthy and

unspoiled condition, it has to go through several processes. One of the reasons

why we process food is to eliminate and/or prevent the microbes - present in all

foodstuffs - from multiplying and spoiling food and potentially causing disease.

Processing also aims to prevent food spoilage by deactivating enzymes and

preventing oxidation.
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Enzymes are natural biological agents which break down proteins,

fats and carbohydrates. If left uncontrolled, enzymes would continue to break

down the food itself. Fats in food have to be prevented from reacting with

oxygen in the air which can make them go rancid.

The best known processing methods used to improve food safety are

heat treatments such as pasteurization and sterilization, where foods are heated to

destroy any harfull microbes and enzymes. Processing also includes refrigeration

and freezing which slow down enzyme action and stop harmful microbes

growing. Drying food products such as pasta and cereals deprives microbes of

the water they need to multiply.

Food additives have an important role in food processing. Anti-

oxidants prevent fats and oils from becoming rancid, while stabilizers and

emulsifiers stop ingredients like oil and water separating and altering the quality

of a product.

To ensure that food processing consistently delivers the desired level

of food safety and quality, manufacturers use modern quality management

systems. Good manufacturing practice guarantees that procedures are followed

which deliver consistent quality and safety. Hazard Analysis Critical Control

Points (HACCP) focuses on preventing flaws in the manufacturing process itself

so that any potential contamination risks are prevented in advance. Food

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processors also adhere to quality management standards laid down by the

International Standards Association (ISO).

But the quality of food products also depends on the quality of raw

materials and the quality of transport, storage, and conditions at the point of sale.

Ensuring quality therefore involves working with suppliers, such as farmers and

wholesalers, transporters and retailers to make sure that their quality assurance

procedures are adequate.

Processors brief suppliers on their requirements for raw materials to

ensure that ingredients meet their quality standards. Processors often provide

technical assistance to transporters, wholesalers and retailers and carry out

checks to ensure that factors like temperature and moisture are being controlled

and that sell-by dates are being observed.

Packaging plays an important role in ensuring that food reaches the

consumer in peak condition. It increases the shelf life of products by acting as a

barrier against water vapor, air and microbes while preserving the freshness of

products. Packaging also conveys important information such as cooking

information nutrition and ingredient or use-by dates which help the consumer

store and prepare products safely.

Product safety cannot be guaranteed by food processors alone. The

responsibility for food safety and quality must be shared by everyone in the chain

of food production from farmers, food transporters and retailers. At a time when
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food safety standards have never been higher, it is vital that consumers also play

their part in ensuring that the food they consume is safe, by practicing good food

hygiene, proper food preparation and safe storage.

As we know that the quality of each food that we serve to the guest is

very important especially for an international 5 star hotel, as it will affect the

guest satisfaction. Through this study, I would like to explain more about how it

may influence the guest satisfaction as there will be a lot of different perception

from each people and a big difference in the way of working style while in the

real hospitality industry.

Besides that, concerning about the food handling process which is

one of the most important thing in preparing the food for the guest. Each of the

hotel in Indonesia especially in Medan has its own rules in the kitchen and as we

know that the common mistakes which will always happen in the kitchen

department is that not everyone will follow and obey rules given by the head

department.

Through this field of the study, I would like to explain and let more

people know that it is very important to pay attention towards this matter.

Because it might affect the hotel reputation once the negative comments have

been spread from customer to customer either from the internet or daily life.

1.2 Problem Statement

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Most of the guest often consider about the hygiene and the quality of

food. They prefer to have a quick service and a special quality of food compared to

the other places which they have visited before. But, from the kitchen side of view

most of the staff prefers to work instantly and sometimes they work hard rather than

work smart. Sometimes they prefer to be selfish by doing their own task without

looking at what is going to be happened around them in order to prevent over time

working, especially for youngsters in the kitchen department. Young people would

like to work faster and often forget to consider every quality of the final product that

they made. One of the common mistakes is throwing away some ingredient which

still can be use or recycle for other product and as the result, food wasting is quite

high. They prefer to serve the guest on time to prevent any complaints.

1. How the quality of food and food handling process will makes guest satisfied?
2. Will limited kitchen utensils and stock of product affect the quality food in that

certain place?
3. How is the first impression of cleanliness affect the kitchen?
4.
1.3 Scope of Study
Scope of study entitled The Importance of Quality Food and Food

Handling Process towards Improving the Quality of Guest Satisfaction at Grand

Swiss-Bel Hotel Medan, contains:

CHAPTER 1 : INTRODUCTION
This chapter explained about the research background, problem

statement, research objectives, hypothesis, scope of the study and

significance of the research that is expected to be achieved refers to

the problem statement.

CHAPTER 2 : THEORETICAL REVIEW
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In chapter two is explained on the theoretical basis that is used as the

basis of the analysis in order to analyze the problems that are result of

the research, the research framework and hypotheses.

CHAPTER 3 : THE DESCRIPTION OF THE COMPANY
This chapter is contains company profile such as the organization

structure of the company, the job description of the employees and

other related information.

CHAPTER 4 : ANALYSIS AND EVALUATION
This chapter will be the interpretation from the collection of

information, results, analysis and evaluation based on this study.

CHAPTER 5 : CONCLUSIONS AND SUGGESTIONS

This chapter contains conclusions and suggestions which is the result

of the analysis of data obtained from all studies and also suggestions

recommended by the researcher to the company. The suggestions that

related to research and advice, which is expected to be useful for

those who have an interest in research.

1.4 Research Question

1 What should the chef do to control the quality food and food

handling process?
2 What is the important thing to make sure if all food product is to

stay in the standard of quality?

3 What kind of thing that can decrease our quality food?
4 What standard of food handling process to keep the quality and

guest satisfaction in grand swiss bel medan

1.5 Research Objective
The purposes & objectives of this final project are as follows
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1. To explore and make sure that quality of food and food handling process will

affect to the guest satisfaction

2. To find out what thing that grand swiss bel hotel can do to improve the quality

food and the food handling process to increase the guest satisfaction
1.6 Significance of the Research

The final project titled The Importance of Quality Food and Food Handling

Process towards Improving the Quality of Guest Satisfaction at Grand Swiss-Bel

Hotel Medan hopefully will contribute guidance, and directive scripting, for:

1. The Writer

Assuredly, this thesis benefits the writer to explore and study more into the caf and

hotels working area, to help the writer know how to improve quality food in hotel

and caf.

2. The Company
The result of this study hopefully may be used as consideration and guidance of

company management to know what should they do to increase the guest satisfaction

that will affect to the profit hotel and also the company will know what is the fatal

problem that they never realize before that makes them lose the customer.

3. The Readers

For readers, writers hope this scripting will be as a reference, a guidance for further

research with similar theme. This can be an example for readers who is doing new

researches in the same field.

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