Brand Standard

CENTARA GRAND ISLAND RESORT & SPA MALDIVES

Internal Quality and Standards Audit

1st Semester 2019

KITCHEN

OVERALL SCORE KITCHEN Assessment Kitchen

Categories Weighting This Review Last review Evolution

OVERALL SCORE 100.0% 93.1% 92.5% 0.6%
100.0% 0.0%
STANDARD COMPLIANCE 40.0% 100.0% 100.0% 0.0%
100.0% 100.0% 0.0%
CLEANLINESS / TIDINESS 10.0% 100.0% 81.3% 0.0%
81.3% 81.3% 3.1%
CONDITION 10.0% 84.4%

EMPLOYEES GENERAL 20.0%

FOOD OVERALL 20.0%

Overall score 92.5%
93.1%

Standards 100.0%
Cleanliness 100.0%

Condition 100.0%
Employees 100.0%

Food 100.0%
0.0% 100.0%

81.3%
81.3%

81.3%
84.4%

10.0% 20.0% 30.0% 40.0% 50.0% 60.0% 70.0% 80.0% 90.0% 100.0%

This Review Last Review

Assessment Kitchen

General Comments

Reviewer:
The overall combined score is 93.1%. 100% for standard compliance, 100% for cleanliness and tidiness, 100% for
condition, 81.3% for employees, and 84.4% for food.

Reef breakfast buffet
- The buffet has been reviewed in area but we still to work heavily on the overall presentation to make sure it is well organised and
logical in the way it is displayed (for example not mixing the cold cut condiments with the fruit salads), make sure the presentat
is in line with 5 star properties (there were some trays with seeds and nuts as decoration which did not look professional or the
look of the egg cooking and fruit carts which could be improved) and that the sections are properly identifiable. It was better but
still not to the expected level.
- There was no general issue with the quality of the food. Bakeries and pastries were fresh and well made.
- We are placing pastries under heating lamps As such they become quickly hard.
- There were a lot of unfamiliar items to me and most possibly to guests that were not properly explained. Some of the country
flags were also unknown to me.
- Why place some of the butter packs in a hot area rather than where it is cooler.
- The signage for the eggs is missing some cooking styles and the condiments for omelette are not clearly visible.
- We need to make sure to indicate all items containing pork.
- There was a lot of ice accumulation on one of the cold counters. Is there a problem?
- We need to work on the preparation of the scrambled eggs as it seems to be just a battered omelette.
- We need to add more tongs at the fruit preparation buffet.
- We need to review the way we are making our pancakes, they look extremely thick and were very heavy.
- We need to work on the user friendliness of the buffet so that guests can easily place their plate or their food on the counters
and plates (for example no space at the cutting board area, small plates used at the egg preparation so no space to add
condiments....
- We also need to work on the cleanliness of some of the service utensils and containers. For example at the coulis and sauce
area by the waffles, the containers were mostly dirty and covered with sauce but not cleaned in a timely manner.
- If we want help save the environment, we could also refrain from using Nutella. CKBR Chef Laurent has found good alternative
recipes for this, you might want to ask him.

Reef Dinner buffet nights
- There were no major issues to report in the way the international buffets were set up. However, if we wish to feature foods from
different countries with some local names, can we make sure we indicate the country (flag and name) as well as a description of
what the dish is. There were a lot of dishes that were unfamiliar to me

Azurri Mare
- There were no issues with the food this time, Well presented and tasty.
- For the mango dessert, the syrup on the side was very watery I would see something a bit more syrup type with a taste that will
not kill the taste of the mango and pineapple sherbet (which was excellent).

In-room dining breakfast
- I ordered the egg Benedicts with salmon and a mango yogurt. There was no issue with the quality of the food but the eggs were
served cold and the muffin under the salmon had not been reheated and tasted soggy.

Club Lounge set menus
- The food this time was not as good as previous visits. The starter of shrimp carpaccio was too thick and tasted bland, the pea
soup was too watery and lacking mint taste as described in the menu, the raspberry sherbet was lacking taste, the gnocchi were
crispy (sauteed in a pan far too long) and there were not enough mushrooms on the dish. Finally the dessert of 8 layers of
chocolate (I saw only 3) was not particularly flavoursome and the chocolate was very hard. An overall disappointing meal.

Assessment Kitchen

Club Lounge breakfast
- The a la carte menu is very complicated to understand (a lot of unfamiliar dishes) and not all employees can explain what they
are.
- On the menu, we have no mention of boiled eggs that can be prepared on request.
- The breads are placed under the strong ventilation system and as such they become soft and cold. We need to review the
location.
- There were spelling mistakes noted on the name cards. We need to check them better.
- For the names on the food cards, please use plural to all dishes it applies to (nuts, cookies, berries....). This was mentioned last
review.
- Pastries are presented on tray. Can we make sure the tray is always full rather than half full when presented to guests.
- There is not much space to place the plates by the cutting board for the bread. Can we have a more user friendly set up.
- In the menu I did not see any Asian dish (for Korean, Thai or Chinese guests).

Club Lounge afternoon tea
- The buffet looks quite good but we need to ask ourselves the questions about some items such as the small canapes served
inside the cold container. Are they really necessary, they look small and not very appetising.
- There were no scones. I was told we do not know how to make them properly. But this is a standard requirements so we will
need to find a way.

Club Lounge cocktail
- There were no major issues to report with the quality of the food served but we need to work on the presentation and vary it fro
one day to another. It is a bit bland and repetitive at the moment. For example what was given to me inside the room as turndown
goodie as a fantastic presentation, we might want to inspire ourselves from this.

Coral Bar Afternoon tea
- There was no issue to report but the buffet looks very dark and the food is not really highlighted.
- I do not understand why we are a larger more or less identical selection of food at the Coral Bar compared to the Club Lounge,
Should not it be better at the Club Lounge? It actually looked better at Coral bar this time.

Coral Bar evening cocktail
- We need to be careful when providing nibbles to our guests. Some are extremely spicy and might not please all taste buds. I
think we should offer a choice of spicy and more classic.

Suan Bua
- I ordered the Tom kha Gai. The soup was extremely sour (too much lemon). It was not a very good dish especially the chicken
was also quite tough

Assessment Kitchen

OVERALL SCORE EVOLUTION LAST 4 REVIEWS

100.0% 93.1% 92.5% 94.2% 93.6% 90.8%
90.0% This review
80.0%
70.0%
60.0%
50.0%
40.0%
30.0%
20.0%
10.0%
0.0%

Last review This Review -2 This Review -3 This Review -4

GENERAL OBSERVATIONS SCORES

Categories This Review Last review Evolution
100.0% 0.0%
CLEANLINESS / TIDINESS 100.0%
0.0%
CONDITION 100.0% 100.0%
0.0%
EMPLOYEES OVERALL 81.3% 81.3%

STANDARDS COMPLIANCE REPORT Assessment Kitchen standards

Max Code Standards PRODUCT RELATED STANDARDS (Physical) Comments

KITCHEN GENERAL Score last Review

100.0%

1 FBK012 Floor Drainage and gullies must have efficient grading, have firm Yes 1 Yes
and stable cover

● FBK013 The kitchen will have several hose reels which are to be used for n/a ● No Waiver
cleaning purpose

Space for Garbage Containers is provisioned for in all bar and

1 FBK014 kitchen areas so that the containers are hidden from view/ but still Yes 1 Yes
easily accessible. Garbage containers must have a lid which can

be opened and closed using the foot. Lid cannot be removed!

A ‘janitor room’ is provisioned for adjacent to all food preparations

1 FBK015 and receiving areas where cleaning chemicals and tools can be Yes 1 Yes
kept. This room must have a shelf as well as small sink to clean

mops and equipment

The butchery (if provided) must have clearly marked and separated

areas for seafood; poultry and other meat preparation. The

1 FBK016 adjacent refrigeration must have as well separate storage areas to Yes 1 Yes
avoid cross contamination. For large operations it is further

required to have a ‘defrosting room’ so food can be defrosted as

per HACCP requirements

1 FBK017 All storage areas are clearly marked and in close range to Yes 1 Yes
production areas

1 FBK018 Emergency gas shut off valves are present in every kitchen Yes 1 Yes

All kitchens and stores are air-conditioned and cold air is supplied n/a ● n/a
● FBK019 from a centralized unit. Split type units are avoided whenever Yes

possible Yes
Yes
1 FBK020 All sinks are equipped with hot & cold water supply. Tabs provided Yes 1
are solid and do not leak easily.
1
KITCHEN - EQUIPMENT & SUPPLIES 100.0% 1

1 FBK028 All doors must be scuff proof or equipped with kick plates and hand Yes
plates.

1 FBK029 All flooring in traffic area must be non-skid Yes

1 FBK031 All walkways and kitchen entrance are fitted with insect traps. Yes 1 Yes
1 Yes
Each kitchen is equipped with separate hand washing facilities Yes 1 Yes
1 FBK033 (operated by foot) , soap dispensers, paper towels, and a ‘germ

free’ disinfection unit (supplied by recommended CHR supplier)

Fire fighting equipment including fire blanket and fire extinguishers
1 FBK035 (Class B – Oil & Gas; Class C – Electric as per US Standards) are Yes

present and operable. Each unit to have an inspection tag.

1 FBK039 All light fixtures in food production areas are equipped with covers Yes 1 Yes

All reach in and walk in refrigerators are fitted with thermostats and

1 FBK040 engineering is conducting inspections. Preferably a ‘remote Yes 1 Yes
1 Yes
controlled log’ is used to monitor the units conditions

1 FBK041 Emergency lighting is present and operable in all food production Yes
areas

1 FBK043 Walls must be ceramic tile from floor to ceiling, and all wall corners Yes 1 Yes
exposed to heavy traffic must have corner guards

1 FBK044 Exterior entrance/exits must be equipped with a screen door. Yes 1 Yes

All walk-in refrigerators and freezers must have safety locks and Yes 1 Yes Assessment Kitchen standards
1 FBK047 light switches which can be operated from the inside and security Yes
Yes Comments
alarm
Yes
1 FBK048 All freezers and walk-in refrigerators must have removable Yes 1
aluminum shelving or Health Department-approved shelving 1

KITCHEN STORAGE 100.0% 1

1 FBK050 Adequate storage space must be provided for all food and Yes
equipment so that it can be secured during all hours
100.0%
GARBAGE ROOMS

Refrigerated Garbage Room (RGR): Used to hold wet garbage

mainly generated from the kitchen. An area of 0.05 sqm of wet

garbage room is required per hotel room. The refrigerated garbage

1 FBK055 room should be preferably being equipped with a walk in Yes
refrigeration system able to chill the room to 2-3 degree Celsius.

Alternatively as a bare minimum an oversized air condition is

required and the temperature must be below 10 degree Celsius. In

this case the garbage room must be emptied daily.

Dry Garbage Room (DGR)

• Used to hold dry garbage from all departments but mainly from

housekeeping department. An area of 0.07 sqm of dry garbage

room is required per hotel room. The dry garbage room is

1 FBK056 sectioned off in the following areas: Yes 1 Yes
- Paper/ Cardboard (5/16 of DGR) 1 Yes

- Glass (6/16 of DGR) Not Including Glass Water Bottle Store

- Plastic (2/16 of DGR)

- Metal (1/16 of DGR)

- Others (recycle oil, …) (2/16 of DGR)

BUILDING SPECIFICATIONS 100.0%

1 FBK0057 Floor ‘non slip’ heavy duty tiles Yes

● FBK0058 Wall tiles for the full height of the wall n/a ● No
1 Yes
Extra Large Doors (1.6 meter minimum) with S/S sheet cover on Yes 1 Yes
1 FBK0060 both sides. Automatic door closers fixed so doors do not stay open

at any time.

1 FBK0061 Water tap with hose to be fixed to the wall nearby the garbage room Yes

● FBK0063 Lock at DGR door n/a ● n/a

The systematic use of the high pressure pump for cleaning is n/a ● n/a
1 Yes
mandatory It also provides a hose reel, insect trap and hand wash ● n/a
● FBK0064 sink with soap, paper towel and a ‘germ free’ disinfection unit

(supplied by recommended CHR supplier) Ideally a waste system i

used for both wet and dry garbage

1 FBK0065 At the entrance of the garbage room must be a sorting table for Yes
checks that valuables are not included in the garbage

RECEIVING AREA 100.0%

● FBK0066 A large flat sink with spray unit and an adjacent sorting table. n/a

1 FBK0071 The receiving area MUST BE COMPLETELY SEPERATED from Yes 1 Yes
the garbage room/ collection point.

27 TOTAL Product Related Standards (Physical) 27

100.0%

PRODUCT RELATED STANDARDS (Operation)

Max Standards Score last Review

KITCHEN - EQUIPMENT & SUPPLIES 100.0% 4 Yes

A fully stocked and at all times available first aid box must be Yes
4 FBK034 present in the kitchen area (preferably inside a chefs office to

avoid abuse)

Assessment Kitchen standards

4 FBK037 Kitchens are equipped with UV Knife Sterilization units at the work Yes 4 Yes
stations. 4 Yes
Yes
4 FBK038 Cutting Boards; knifes; tongs and the like are all color coded Yes Yes
Yes
Cleaning chemicals are dosed via ‘dosing units’ in designated Yes 4 Yes
4 FBK042 ‘chemical areas’. They will be located to not come in contact with Yes 4
No
food at any time Yes

4 FBK045 Whenever swinging doors are used, they must be clearly marked
‘‘in’’ and ‘‘out’’ and have a see-through pane of glass

4 FBK049 Fire blanket must be available close to each deep fryer Yes 4
4
4 FBEM007 Fire extinguishers must be available in the kitchen area for Yes
emergency use as required by local ordinances ●
4
RECEIVING AREA 100.0%

● FBK0067 A hand washing facility (operated by foot), soap dispensers, paper n/a
towels

4 FBK0069 Adequate scales which can weigh accurately 100 gram to 50 Yes
kilogram. The units must have a printout slip for control purposes

32 TOTAL Product Related Standards (Operation) 32

100.0%

TOTAL Product Related Standards (combined) 100.0%

SERVICE RELATED STANDARDS Assessment Kitchen standards

Max Standards Score last Review Comments

KITCHEN GENERAL 100.0%

4 FBK002 The aroma of cooking food can enhance the guest’s experience Yes 4 Yes
but must be controlled. Unpleasant odors must be eliminated

4 FBK003 Smoking is not permitted in any food service facility. Yes 4 Yes

4 FBK007 The kitchen area must be free of insects and vermin Yes 4 Yes

4 FBK009 All food and beverage employees are required to wash their hands Yes 4 Yes
before leaving restrooms 4 Yes
4 Yes
All food and beverage personnel must be trained in the deterrence Yes Yes
Yes
of threats to guests, employees and the facility and the effective Yes
4 FBEM002 response if and when threats do occur. It is recommended that all Yes

food and beverage personnel attend an alcohol awareness training Yes

program

4 FBEM003 A record of such training must be maintained Yes

4 FBEM004 Inspection of protection devices, particularly in the kitchen area, Yes 4
must be made monthly

4 FBEM005 Records of such inspections must be maintained Yes 4
4
KITCHEN MAINTENANCE 100.0%

4 FBK021 The kitchen entrance must be kept clear of any obstruction Yes

The back door area must be kept clean and free of debris, vermin Yes 4
4 FBK025 and insects; must be free of used equipment. Garbage cans must 4

be covered.

KITCHEN STORAGE 100.0%

4 FBK051 All foods stored in refrigerator storage must be covered, with all Yes
utensils removed.

4 FBK053 All foods must be stored off the floor, must be properly labeled, and Yes 4 Yes
kept free of insects and vermin.

4 FBK054 All non-food items including, but not limited to, chemical, insect Yes 4 Yes
sprays, and cleaning fluids, must be stored in a separate room.

52 TOTAL Service Related Standards 52

100.0%

Weighted Total Score for Kitchen Standards 100.0%

General Observations Kitchen

GENERAL OBSERVATIONS REPORT

Max Questions Score last Review Comments
4
4 Excellent 0 Very good
3 Very good 0
2 Overall a la carte food presentation (all restaurants, Club Good 0 There were no major issues to report.
1 Lounge and in-room dining) Average 0
Below Avg. 0
0.5 Poor

0

4 Excellent 4 Excellent

3 Very good 0

2 A la carte portion sizes are adequate (all restaurants, Club Good 0 There were no major issues to report.
1 Lounge and in room dining) Average 0

0.5 Below Avg. 0

0 Poor 0

4 Food served correponds to menu and employee's description Yes 4 Yes There were no major issues to report.
(all restaurants, Club Lounge and in-room dining)

4 Excellent 0
3 Very good 3 Very good
2 A la carte and food served at adequate temperature (all Good
1 restaurants, Club Lounge and in-room dining) Average 0 Cold eggs for in room dining breakfast and often warm orange
0.5 Below Avg. 0 juice served
0 Poor
0
4 Excellent 0
3 Very good
2 Overall buffet presentation (breakfast, Club Lounge and Good 0
1 others if applicable) Average 3 Very good
0.5 Below Avg. 0
0 Poor
0 We need to improve to create wow factors.
4 Excellent
3 Very good 0
2 Overall buffet food variety (breakfast, Club Lounge and Good 0
1 others if applicable) Average
0.5 Below Avg. 0
0 Poor 3 Very good
0
4 Excellent
3 Very good 0 Very good overall.
2 Overall a la carte food quality (all restaurants, Club Lounge Good
1 and in-room dining) Average 0
0.5 Below Avg. 0
0 Poor
0
4 Excellent 3 Very good
3 Very good 0
2 Overall buffet food quality (breakfast, Club Lounge and Good
1 others if applicable) Average 0 Very good overall.
0.5 Below Avg.
0 Poor 0
0
4 Excellent
3 Very good 0
2 Good 3 Very good
Average 0
Buffet / opened kitchen(s) equipment overall condition Below Avg.
1 Poor 0 Very good overall.
0.5
0 Excellent 0
Very good 0
4 Good
3 Average 4 Excellent
2 Below Avg. 0
Poor
Buffet / opened kitchen(s) equipment overal cleanliness 0 Some damages to the lower portions of the counter but nothing
1 0 major.
0.5
0 0
0

4 Excellent
0
0

0 There were no major issues to report.

0
0

General Observations Kitchen

EMPLOYEES OVERALL Excellent 4 Excellent
Very good 0
4 Good 0
3 Average
2 Kitchen employees overall grooming, uniforms in accordance Below Avg. 0 There were no major issues to report.
1 to standards requirements, all staff wearing name tags Poor
0.5 0
0 Excellent 0
Very good
4 Good 4 Excellent
3 Average 0
2 Employees observed overall friendliness, courtesy and Below Avg. 0
1 politeness (if applicable) Poor
0.5 0 There were no major issues to report.
0 Excellent
Very good 0
4 Good 0
3 Average
2 Employees observed overall professionalism (knowledge, Below Avg. 0
1 proactiveness, technical aspects of service…) Poor 3 Very good
0.5 0
0 Excellent
Very good 0 Very good
4 Good
3 Average 0
2 Employees observed overall connection with guests Below Avg. 0
1 Poor
0.5 0
0 0

2 Good We need to do better especially when the Exec. Chef is not
0 around.

0
0

56 48

Score for Observations Kitchen 85.7%