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Hotels & Resorts Standard Operating Procedure

Food & Beverage Update: 25.06.08 / DHR-CO-FBS-SOP-250

F&B Banquet Operation Manual Banquet Operation Manual Index


1.What is Banqueting 2.Categorization of Events/Setups and Styles Typical Setup styles 2.1 Classroom/Seminar style for Business Events 2.2 Round Tales for Formal, Social or Business Events 2.3 Oblong/Rectangular Tables for Formal, Social or Business Events 2.4 U-Shape for Business Events Guest Flow 2.5 Buffet Line 2.6 Free Flow Type of Meal Periods Service Techniques Indicators Service Techniques used for Banquets 2.7 Service by Plates - Pre-plated Service - American Service 2.8 Service by Platter - Platter service - English Service-Silver Service 2.9 Guridon Service - Service from a Trolley with heating Elements 2.10 Voiture Service - Service from a chilled or heated Trolley 2.11 Buffet Service Service Sequences used for Banquets 2.12 French Services-Family Service 2.13 Banquet Service 2.14 Catering Service 3.Planning of a Function Reservations 3.1 Telephone 3.2 Letter/Fax/Email 3.3 Reservation Status Filing System - Function/Event Organization 3.4 Function File 3.5 Filing System 3.6 Follow-Ups 3.7 Coordination 3.8 Proposal Email/Letter/Fax 3.9 Function Order

Filing System - Function/Event Organization - continued


This material is copyright protected and is property of Daniel G. Fuchs and Stephan Faessler. Reproduction without permission is prohibited. J. Negi, Professional Hotel Management, S. Chand & Company Ltd., 1997

Hotels & Resorts Standard Operating Procedure

Food & Beverage Update: 25.06.08 / DHR-CO-FBS-SOP-250

F&B Banquet Operation Manual


3.10 3.11 3.12 3.13 3.14 3.15 Cancellation Charge Menu Selection Banquet Expressions Guaranteed Number of Person Forecasts Client History Card

4.Setup of Function/Events Banquet (Pre) Setup 4.1 Registration/Reception 4.2 Refreshment 4.3 During Refreshment Breaks 4.4 Banquet Bar 4.5 Buffet Table Arrangements 4.6 Flower Arrangements - Types of Arrangements 4.7 Signage 4.8 Meeting/Function Rooms 4.9 Conferences and Banquets 4.10 Possible characteristics of Conference/Meeting Rooms 4.11 Business Meetings 4.12 Outdoor Catering (Off-premises Catering) 5.Account, Audit and Control 5.1 Banquet Income 5.2 Revenue 5.3 Expenses 5.4 Other Income 6.Payment Arrangements 6.1 Types of Payment Statements (Bill) 6.2 Deposits 6.3 Balance Payments 6.4 After Billing 6.5 Cancellation 6.6 Payment Settlement 7.Event Forecasts & Reports 7.1 The 10-Days and Monthly Forecast and Report 8.Banquet Service Organization 8.1 Run-down Instruction 8.2 Briefing 8.3 Final Inspection

9.Sequence of Banquet F&B Service Breakfast Service


This material is copyright protected and is property of Daniel G. Fuchs and Stephan Faessler. Reproduction without permission is prohibited. J. Negi, Professional Hotel Management, S. Chand & Company Ltd., 1997

Hotels & Resorts Standard Operating Procedure

Food & Beverage Update: 25.06.08 / DHR-CO-FBS-SOP-250

F&B Banquet Operation Manual


9.1 9.2 Service by Plate (Table Service) Buffet Service

Lunch and Dinner Service 9.3 Service by Plate (Table Service) 9.4 Buffet Service Cocktail Reception Coffee and Tea Break Meeting 10. Policies 10.1 Car Park Policy 10.2 Uniform Policy 10.3 Linen Policy 11. Banquet Checklist Sample

This material is copyright protected and is property of Daniel G. Fuchs and Stephan Faessler. Reproduction without permission is prohibited. J. Negi, Professional Hotel Management, S. Chand & Company Ltd., 1997

Hotels & Resorts Standard Operating Procedure

Food & Beverage Update: 25.06.08 / DHR-CO-FBS-SOP-250

F&B Banquet Operation Manual 1. What is Banqueting

Banqueting is the term used to describe the service of special functions in an establishment which is separated from the normal dining service/area found in the various restaurants within the Hotel/Resort, meaning a service of special functions for a specific group of people at specific times where food and beverages are pre-selected/determined. Functions take place within banquet rooms (or outdoors, i.e.: caterings) and are under the supervision and responsibilities of the F&B Department and its Head, the overall responsibility though has the Hotel Manager or Assistant Manager. The Banqueting Manager has the administrative control of all functions (applies to larger Hotels/Resorts). Banquet rooms consist of the actual function room and may also feature pre-function areas for registration or coffee breaks etc. Banquet rooms are suitable for both business and leisure groups to hold; meetings, seminars, balls, weddings, anniversaries, etc. Banquets can be very profitable. In addition, successful banquets have an impact on the property's community relations and can influence the number of rooms it sells to corporate accounts. Banqueting allows great flexibility in pricing. High-volume food preparation assists to save money and can reduce food and beverage cost. Moreover, food can be purchased on an "as needed" basis; therefore, excessive funds are not tied up in the inventory. Beverage income also adds to the profitability of banquet sales. Contribution margins (beverage income minus beverage costs) for beverage service can have a significant impact on the Department's profits. Production forecasting and planning are relatively easy in serving a pre-established number of guest.

This material is copyright protected and is property of Daniel G. Fuchs and Stephan Faessler. Reproduction without permission is prohibited. J. Negi, Professional Hotel Management, S. Chand & Company Ltd., 1997

Hotels & Resorts Standard Operating Procedure

Food & Beverage Update: 25.06.08 / DHR-CO-FBS-SOP-250

F&B Banquet Operation Manual 2. Categorization of Functions

There is no setup rule for banquet setting except for ceremonies of State, Military or Royal functions according to a protocol. Setup must be functional in order to serve its purpose. The Banquet Manager/Supervisor etc. is responsible for drawing-up the layout plan such as table plans, buffet lines, service stations etc, according to the instruction given/listed on the Function Order.

Typical Setup styles


2.1 Classroom/Seminar style for Business Events PR Functions (Press release, Fashion, Dealers Meeting, Seminars, Exhibitions) Conferences (Political, Trade Union, National Sales, International, etc) Internal or External Briefings

Classroom/Seminar setup, important points: - Overhead projector/LCD projector table may be used for classroom setups. - 3-5 people per classroom/seminar table. - Each seating has a pencil, a note pad and a water glass plus coaster set in front of it. - 2 feet spacing between tables.

2.2

Round Tales for Formal, Social or Business Events


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This material is copyright protected and is property of Daniel G. Fuchs and Stephan Faessler. Reproduction without permission is prohibited. J. Negi, Professional Hotel Management, S. Chand & Company Ltd., 1997

Hotels & Resorts Standard Operating Procedure

Food & Beverage Update: 25.06.08 / DHR-CO-FBS-SOP-250

F&B Banquet Operation Manual


Luncheon Dinner/Dinner Dance Buffet Wedding Annual Ball Graduation Dinner

Round table set up, some important points: Round tables are used (normally) for formal dinner setups where smaller parties can join easily. Max. 10 person per table. Table legs are lined-up in the same direction. Setup molton/under-lay before the table cloth. Table cloths and chair covers must be properly ironed.

2.3

Oblong/Rectangular Tables for Formal, Social or Business Events

This material is copyright protected and is property of Daniel G. Fuchs and Stephan Faessler. Reproduction without permission is prohibited. J. Negi, Professional Hotel Management, S. Chand & Company Ltd., 1997

Hotels & Resorts Standard Operating Procedure

Food & Beverage Update: 25.06.08 / DHR-CO-FBS-SOP-250

F&B Banquet Operation Manual


Luncheons/Dinner/Dinner Dance/Banquets Buffets Annual Ball/Graduation Dinner

Round table set up, important points:

Oblong/rectangular tables are primarily used for banquet setups. 8-10 person per table.

Table legs are lined-up in the same direction. Setup molton/under-lay before the table cloth. Table cloths and chair covers must be properly ironed. I-shape style I T- shape style

I-shape style II

E-shape style

Comb-shape style

2.4

U-Shape for Business Events Meeting/Conference/Press release/Seminars


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This material is copyright protected and is property of Daniel G. Fuchs and Stephan Faessler. Reproduction without permission is prohibited. J. Negi, Professional Hotel Management, S. Chand & Company Ltd., 1997

Hotels & Resorts Standard Operating Procedure

Food & Beverage Update: 25.06.08 / DHR-CO-FBS-SOP-250

F&B Banquet Operation Manual


U shape set up, important points: Seminar tables are primarily used for meeting setups. Max. 3 person per table. Table legs are lined-up in the same direction. Table cloth is preferably used, green felt shall be avoided. Each seating has a pencil, a note pad and a water glass plus coaster set in front of it. 2 feet spacing between tables.

2.5

Congress/Theatre style for Business Events Meeting/ Press release/ Seminar/Speeches

Congress/theatre style setup, important points: All theatre/congress setup has a service station (at least 1 set per 40-50 person). Approximately 2-4 inches between chair to chair. Approximately 1 chair-width between rows. Platform is used for the speaker.

This material is copyright protected and is property of Daniel G. Fuchs and Stephan Faessler. Reproduction without permission is prohibited. J. Negi, Professional Hotel Management, S. Chand & Company Ltd., 1997

Hotels & Resorts Standard Operating Procedure

Food & Beverage Update: 25.06.08 / DHR-CO-FBS-SOP-250

F&B Banquet Operation Manual


Guest Flow
For typical buffet arrangements, it is suggested that plates are setup at one end of the buffet table, starting with first to main to dessert courses. Bread and butter can be set on the guest table or alternatively placed on the buffet table at the beginning. It is also recommended to use tables like islands to generate a smooth free flow-system which is rather more effective then a buffet line, above a certain amount of guests. 2.5 Buffet Line

Guest flow

Bread & Butter Salads Appetizers

Soups

Mains/ Side dishes/ Vegetables

Desserts

2.6

Free Flow

Mains, Side dishes, Vegetable, Desserts

Bread & Butter, Salads, Appetizers, Soups

Drinks, Wine, Snacks, Special sections

Type of Meal Periods


This material is copyright protected and is property of Daniel G. Fuchs and Stephan Faessler. Reproduction without permission is prohibited. J. Negi, Professional Hotel Management, S. Chand & Company Ltd., 1997

Hotels & Resorts Standard Operating Procedure

Food & Beverage Update: 25.06.08 / DHR-CO-FBS-SOP-250

F&B Banquet Operation Manual


Type of Meal Periods Brunch Breakfast Lunch Dinner Supper

Snacks

Service Techniques Indicators


4. 4. 4. 4. 4. 4. Service Time Time available the guest has to spend in the restaurant Type of clientele Service material Qualification/skills of associates Art, style and capacity of the restaurant

The above mentioned six criteria are crucial in order to choose the right type of service technique used by its banquet operation; in addition also depending on the clients request what is to be expected for this particular event. However, most banquets/events where breakfast/lunch/dinner/supper etc is requested, either Buffet Service or Service by Plate (table service) is commonly used. More challenging service techniques such as the additional Voiture Service or Guridon Service combined with buffet or table service is rarely found or only in gourmet temples since its techniques needs highly skilled, efficient service associates and time. However those service techniques are very elegant service techniques, perfectly suitable for anniversaries, promotion or gala dinners in smaller group or up to the Hotel/Resorts capacity possible in order to execute its smooth operation.

Service Techniques used for Banquets


2.7 Service by Plates - Pre-plated Service - American Service

Pre-plated service means that the food is served on the guest's plate, prepared in the kitchen and brought to the guest. This type of service is commonly used where service is required to be fast or formal. The plates are always served from the right side. 2.8 Service by Platter - Platter Service - English Service

Food is brought on platters by the server. Each guest has a pre-heated plate on the table. The waiter serves from the platter, always from the left side onto the guests plate. For supplement service the waiter replenishes new platters from the kitchen.

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Hotels & Resorts Standard Operating Procedure

Food & Beverage Update: 25.06.08 / DHR-CO-FBS-SOP-250

F&B Banquet Operation Manual


2.9 Guridon Service - Service from a Trolley with heating Elements

The platters from the kitchen are presented to the guest first and then placed on the sideboard/trolley with heating elements. The hot plates for the guests are placed in front of the platters. The waiter serves each item from the different platters onto the hot guest plates and distributes all prepared plates until each guest has its plate. The platters are presented from the left side; the plates are served from the right side. The waiter serves each guest using a service spoon and fork. This type of service is a very elegant service technique and needs professional waiters and time. 2.10 Voiture Service - Service from a chilled or heated Trolley Specialties or daily specials/sets are presented from a moveable (sometimes heated) trolley, and served on a chilled or heated plate. Salads, cheese or sweets can also be served from the trolley. 2.11 Buffet Service Buffets cater cold or hot food & beverage items. Buffets can also be part of a menu like a salad-, first course-, or dessert buffet. Buffets can be themed such as a farmer-, American-, or International buffet. It depends also on the time of the day like a breakfast, brunch or lunch buffet. It can be even a beverage, aperitif, liqueur, or coffee-break buffet, multiple options are possible. We differentiate between self-serviced and served buffets. Self-serviced buffets are operated in a one-way direction. The guest picks first the plate, then the first courses, followed with the hot items, finished by the dessert section.

Service Sequences used for Banquets


2.12 French Services-Family Service The food is pre-platted and presented from the left side and placed in the middle of the table. The guest serves themselves. This type of service is popular in the French and Asian cuisine (i.e. Thai), also for fondue specialty restaurants. Commonly seen combined with the table dhte service. 2.13 Banquet Service A banquet is a large public meal or feast/ event, complete with first, main courses and desserts. It usually serves a purpose, such as a charitable gathering, a ceremony, or a celebration. The menu, the time and the location is given; also a banquet is always for a group. 2.14 Catering Service Depending on the event, food and beverages, cutlery, chinaware, stainless and glassware is served outside the premises. It is either a banquet service or a food delivery catered served by the hotel/ resort or company.

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Hotels & Resorts Standard Operating Procedure

Food & Beverage Update: 25.06.08 / DHR-CO-FBS-SOP-250

F&B Banquet Operation Manual 3. Planning of a Function

DHR Resorts/Hotels and Grands: A large part of the business is concerned with selling functions. This direct source of revenue and intends to increase revenue from other hotel facilities such as guest rooms, bars and restaurants. It ensures greater utilization of kitchens, engineering plant and manning. Rooms intended for this purpose are usually designed to the multi-functional to ensure frequent use and justify the high cost of providing the space. A large room may be adapted as a ball room, banquet hall, and convention or exhibition hall. To provide even further flexibility the room may be divided by separate partitions into smaller area (or break-out rooms) providing accommodation for a number of meetings or functions held at the same time. In planning for multi-functional use of rooms, the following is to be considered: Additional car parking space/lots. Access and circulation routes, including fire safety requirements. Toilet, shower and changing-room facilities. Entrance foyer, coffee break areas etc. Room-allocation for different use and purposes. Method of dividing rooms, standards of sound installation. Separation of public access for each area. Service facilities and associate access to each area. Storage of furniture, carpets and special equipment. Stacking and handling feature of chairs and tables Storage of china utensils, serving equipment and trolleys. Engineering plant services, environmental control. Comm. Equipment, telephone and internet connection, music and paging. Construction features and acoustic design. Dance floor provision, security and protection. Exhibition and projection services. Water, drainage, gas and electricity services. Music and amplification control, local sand system. Closed circuit television and cine projection. Band stand and stage provisions (permanent or temporary). Changing rooms, access for speakers or performers. Translation, press and reporting facilities (Business centers, I-net usage, conference calls etc). Access for exhibition or other equipment such as vehicles, etc. Legal requirement for fire and user safety. All law regulations in conjunction with the specific events hold which are required.

Reservations
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Hotels & Resorts Standard Operating Procedure

Food & Beverage Update: 25.06.08 / DHR-CO-FBS-SOP-250

F&B Banquet Operation Manual


All reservations for the function allocation is made through the Sales Office/Department/assigned personnel which confirms allocation availability with the Food & Beverage or Catering Manager/Banquet Manager. Each reservation must contain the following details: 3.1 3.2 Date and Time of Call Title: Name and Telephone number of client Person in charge, contact person from client Name of Function Function Type; indicate type of function such as, business, leisure, conference etc. F&B Services requested; Western dinner, cocktail, luncheon, coffee break etc. Estimated number of guaranteed participants, speakers, relatives, wives, children of the entire function period and group. Date and Time of function/event Details described in brief. This section will be kept blank as the details are shown in the function order. Booked by, name of person making the contact with the client and initiate the reservation. Telephone Many enquiries are made through telephone. Therefore, proper telephone etiquette is essential to ensure that all telephone calls to the Sales Department or Food & Beverage Department are answered correctly and courteously. DHR greeting phrases are used to answer all telephone calls. Address of guest name if known. Transfer of calls to the person concerned; let him/her know the guest name so that he/she can address the guest his/her name right away. Write-down of guest name and contact details if the person concerned is busy. Do not keep the guest waiting for an unreasonable amount of time. Call back as soon as possible. End all telephone calls as per DHR standard. Letter/Fax/Email

Whenever letter/fax/email of enquiry is received, telephone/email to the client is essential: Telephone calls can reach the client faster than by correspondence and hence a higher chance of securing the business is possible as clients might approach other hotels/resorts at the same time. Letter/fax is only recommended for written confirmation, not as a communication device. Nowadays, email correspondence is very common and most enquiries come through this channel. Proper writing etiquette is essential and emails shall be handled in a timely manner (within 3-4 hrs.) and forwarded to the concerned person(s) immediately. Emails shall only be used for confirmation if forms/confirmations/agreement forms etc. are sent as attachments and converted in a read-only format (i.e.: .pdf files). Otherwise, fax must be used.

Letter/Fax/Email - continued

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Hotels & Resorts Standard Operating Procedure

Food & Beverage Update: 25.06.08 / DHR-CO-FBS-SOP-250

F&B Banquet Operation Manual


After the preliminary contact with the prospective client, the person concerned has to follow-up by either visiting (or emailing/telephone conversation etc.) the client or inviting the client to the (Name of DHR property) to show him/her (prospective client) the facilities to provide supplementary information and further planning for the event.

3.3

Reservation Status

Every entry into the Banquet Record Book/Reservation Log shows as "TENT" or "CONF". - "Tent" Any reservation marked "TENT" is a tentative booking. To clear or confirm allocation, the person mentioned under "Booked By" is to be contacted to approach the client to finalize its status. A reasonable cut-off date is to be given further. - "Conf" Any reservation marked "CONF" is a confirmed booking. A reservation can only be confirmed when the contract is signed or a deposit is received.

Filing System - Function/Event Organization


3.4 Function File

A function file shall be opened when a tentative booking has been made. It is used to collect and keep all correspondence and information pertaining to each function. It can also act as an information centre where any details shall be referred to before any actions are taken. Every function file has a code/number and is marked with the name of the company/organizer, event date and type of function for easy identification. The correspondence in the function file should normally consist of: Preliminary Room Request Form (Banquet inquiry sheet) Proposal letter/fax/email Deposit Function Order form Banquet breakdown form Menu

Files for any forthcoming functions should be filed by month, i.e. arranged in chronological order. For regular clients, master files are kept separately and in an alphabetical order. They are used to keep records of all previous functions.

3.5 -

Filing System Forthcoming Functions


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This material is copyright protected and is property of Daniel G. Fuchs and Stephan Faessler. Reproduction without permission is prohibited. J. Negi, Professional Hotel Management, S. Chand & Company Ltd., 1997

Hotels & Resorts Standard Operating Procedure

Food & Beverage Update: 25.06.08 / DHR-CO-FBS-SOP-250

F&B Banquet Operation Manual


Any forthcoming function files are kept in a cabinet according to the month of the event in chronological order. Function of the Month

Functions files for the month are taken-out from the forthcoming function file as soon as the function information has been issued. The function files are then retained in a trace file according to date. Cancellation File

Upon cancellation, the function file is to be marked as "cancelled". Reasons should be briefly stated, and filed in a cancellation cabinet/folder according to chronological order for future reference. Past Functions

As soon as thank you letters have been sent-out, any past functions are filed in alphabetical order, i.e.; Ithaca Group; File under 'I' / Mr Kasikorn K.; File under 'K' Master File - Birthday

Function information of birthday functions are kept in a master file in chronological order. It is used to trace back the previous record of birthday function in order to trace it for next year's birthday party. Master File-Wedding

Function information of wedding function is kept in another master file in chronological order. It is also used to trace back the previous record of wedding function in order to invite couples to their first anniversary. Function Information File

A copy of the function information of each function must be kept in a function information file according to chronological order, helpful on enquiry where details of past function are insufficient. 3.6 Follow-Ups

As a rule, all 'Tent' function files for functions within the following 6 months are to be taken-out twice a month, reviewed and updated. For functions later than the following 6 months, the function file is to be taken-out once a month. The review and updating of the function files is to be done by the respective sales person. If any function needs follow-up on a specific date, a trace date is to be issued by the respective sales person.

3.7

Coordination

Coordination is critical to the success of any banquets. Coordination is done by means of daily briefings, function information and forecast reports, personal contacts or telephone conversations.

This material is copyright protected and is property of Daniel G. Fuchs and Stephan Faessler. Reproduction without permission is prohibited. J. Negi, Professional Hotel Management, S. Chand & Company Ltd., 1997

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Hotels & Resorts Standard Operating Procedure

Food & Beverage Update: 25.06.08 / DHR-CO-FBS-SOP-250

F&B Banquet Operation Manual


3.8 Proposal Email/Letter/Fax

For every function a contract agreement is send to the client containing details such as; prices, setup styles, menus, duration, policies, deposit terms etc. It is important that all details are clearly listed and completely explained to avoid further issues. Should the proposal email/letter/fax give the client a choice of different priced items, it is to be clearly indicated. Once the client replies, informing the hotel/resort which items are to be chosen, the following options apply: 3.9 Changes are made on the contract (by the client) and the client returns the signed copy. Request the client for the all details and propose a revised proposal/contract. This can only be done if the time allows doing so. Function Order

For every function a Function Order is to be issued according to the distribution list. A Function Order is to be sent out 2-4 weeks prior to the event or as soon as all details are available. A Function Order is to contain all relevant details. The Function Order is numbered consecutively and the numbers are to be recorded in a log book with Function Order number, date, name of client. Every January 01, it starts again with #0001. The Function Order is filed in a function file. Amendments and cancellation on Function Orders are done by issuing a revised Function Order with indicated amendments. 3.10 Cancellation Charge For functions for which a deposit to confirm the booking has been received, the deposit is only refunded if the cancellation was made (x) days prior to the actual function date (depending on DHR contract/policy). A cancellation clause in the proposal/contract is stated. For any cancelled party a lost-business report is to be filed-in. 3.11 Menu Selection Standard menu selection with a corresponding price list, courses of menus etc is available. Should the guest require additional menu proposals, the Sales person and the Executive Chef proposes new menus accordingly.

This material is copyright protected and is property of Daniel G. Fuchs and Stephan Faessler. Reproduction without permission is prohibited. J. Negi, Professional Hotel Management, S. Chand & Company Ltd., 1997

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Hotels & Resorts Standard Operating Procedure

Food & Beverage Update: 25.06.08 / DHR-CO-FBS-SOP-250

F&B Banquet Operation Manual


3.12 Banquet Expressions Expressions which regularly used in banqueting: Podium: The speakers stand Platform: Stage for head table, band etc. Backdrop wording: Wall mounted wording in a function/event room. Directional signs: Signs in the lobby, in corridors and in the front of function rooms. Cash bar: Every individual guest pays his/her own beverage consumption in cash. On consumption bar: Drinks will be charged according to the number of drinks, served and are charged to the master account of the function, or the party who has made previous arrangements to pay for the drinks. Open Bar: Sales prices are per hour and not as per individual consumption/item.

3.13 Guaranteed Number of Person For every function where a charge per person applies, a guaranteed number of persons (x) days prior to the actual function are required (depending on DHR contract/policy). On the function order, the guaranteed number is to be indicated, and the setup number shall not exceed 10% above the guaranteed number. For a party below 100 persons, the setup number might be up to 20 persons exceeding the guaranteed number. Every time the client advises of a new guaranteed number of persons, a letter/fax is to be made for the clients signature to confirm, the function order is each time updated as soon as a new change in the guaranteed number has been confirmed. 3.14 Forecasts The following forecasts are made by the Director of Service/Assistant Director of Service/Banquet Manager or Supervisor, F&B Manager or Assistant (depending on organizational structure). 10-days forecast: To be made weekly, distributed to all concerned. 1 month forecast: To be made by-weekly, distributed to all concerned.

3.15 Client History Card For every client where future or repeat business is possible a history card is to be created and kept upto-date, archived in chronological order.

This material is copyright protected and is property of Daniel G. Fuchs and Stephan Faessler. Reproduction without permission is prohibited. J. Negi, Professional Hotel Management, S. Chand & Company Ltd., 1997

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Hotels & Resorts Standard Operating Procedure

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F&B Banquet Operation Manual 4. Setup of Function/Events

Banquet (Pre) Setup


4.1 4.2 4.3 4.4 Chairs (remove with a chair caddy) and tables are moved to the function room, 6 to 8 hours prior to the functions start. Trolleys are used to transport equipment. All setup begins with a clean room. A room is considered clean when all unnecessary equipment is removed and the room has been properly vacuumed, dusted and polished. Floor plans must be followed strictly in order to avoid wasting of human resources and doublejobs. Setup is symmetrical, equal and aligned. Setups for meetings must include water glasses, note pads, pencils and fruits/candies unless otherwise specified. All head tables for meeting setups and all stage setups must be properly decorated and shall not be skirted. All tables, chairs and amenity setups are in-line with the concept of the event. Visual aides must be clean, properly working ad completed with its necessary accessories. Head tables for meetings have full amenities set. At the end of every function chairs must be stacked-up and returned to the store area. Registration/Reception Table with table cloths or a wooden registration desk. Flower vases, garbage bin, full amenity setup as requested. During Refreshment Breaks Align all chairs. Clean floors and rearranged table top setup. Do not disturb business papers, briefcases, folders, books or other equipments not belonging to the hotel. Replace all dirty glassware. Banquet Bar Setup of Cash bar with an extra table and chair for cashier(s), petty cash, register as per standard. Buffet Table Arrangement

Where no table service (service by plate) is provided, table space must be provided for the display of main courses, appetizers, bread and butter, condiments, desserts and beverages. Tables can be arranged to create buffet spacing/setup that guests can easily serve themselves without having to wait in-line. Rectangular tables can be combined to form V-shapes, U-shapes, Lshapes, hollow squares etc.

This material is copyright protected and is property of Daniel G. Fuchs and Stephan Faessler. Reproduction without permission is prohibited. J. Negi, Professional Hotel Management, S. Chand & Company Ltd., 1997

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Hotels & Resorts Standard Operating Procedure

Food & Beverage Update: 25.06.08 / DHR-CO-FBS-SOP-250

F&B Banquet Operation Manual


Half-round and quarter-round tables can be arranged to from ovals, S-shapes, hollow circles, etc. Tables can be arranged to form islands for different types of cuisine and themes. Table cloths shall be long enough to hide table legs and are 5cm off the floor. Skirting is not adequate in modern banqueting. 4.6 Flower Arrangements - Types of Arrangements

Table flowers, bouquets, arches and garlands for weddings are arranged and prepared by the Florist stated on the Function Order. VIP Flower Setup 4.7 A VIP setup should be indicated by listing the specifications on arrangements in the column 'Flowers/Florist' of the Function Order. Signage

Two directional signs should be produced for each function to be placed at: Lobby (sign board) Entrance at the Ball room/Function room (standing sign board)

Lettering is made by the artists. Specifications must be given at least one week prior to the date of the function so as to give sufficient time for preparation. Foam lettering is prohibited due to environmental reasons. 4.8 Meeting/Function Rooms

Requirements depend on external demand and are influenced by the character and location of the hotel/resort. Rooms are multi-functional, being used for business, leisure, private parties, meetings of societies and other purposes. The need is for arrangement of furniture and facilities, including built-in A/V aide equipment, adjustable engineering services, large furniture storage areas and efficient F&B services. Maximum flexibility is provided by sliding or folding partitions into separate areas, each selfcontained having separate entrance and independent service facilities. Movable portion must provide a high degree of sound insulation and this involves special attention to the design panels, joints and supports. In addition, lighting, air-conditioning, sound systems and other engineering services must be capable of separate operation and control with provision for balancing when the room condition change. One method of increasing space utilization is to combine daytime use of rooms for small business meetings etc. Rooms for multi-purposes must be larger than normal guest rooms and provide facility for family use during vacation periods. The room must be easily converted with minimum of effort and disturbance features such as sliding or swivelling bed recesses, convertible divans, closets for desks and furniture.

Meeting rooms should be directly accessible from the main or a second lobby. Large ball rooms/function rooms should be located near the street approached through stairs or elevators
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leading directly to the entrance foyer. Separation from the guest rooms is important to facilitate management and reduce noise disturbance. Sign posting and directional support is essential throughout the Hotel/Resort. Pre-function rooms/foyers are usually necessary to provide a reception/registration area. Tables will usually be rectangular with provision for linking together to meet banquet needs. In larger rooms, circular tables may also be provided. Seat spacing is usually based on width 60cm per diner. To allow easy arrangement and storage, furniture should have the following characters: Light weight but robust/strong. Fitted with protective ends to legs. Stackable into mobile carrier. Inter-changeable. Replaceable. Linkable to form rows. Resistant to marking. Durable resisting, scraping and impact. In-line with the character of room and hotel/resort.

Also, service trolleys, mobile side boards and other meal sources equipment shall be provided. A temporary bar (moveable even) or permanent is to be considered. Carpet and furnishing are moveable. Special requirements for meeting rooms: Dance floors Band stages, stands and equipment

A/V equipment: LCD Projectors, Plasma TVs/LCD TVs Built-in or moveable PA speakers Slide projectors, tape speaker extension CD/DVD/MPEG/XVID/HDTV/HDD/USB Players Microphones, wireless microphones Projection screens (moveable or built-in) Pin board, display board, flip charts Remote lighting and air-control Portable closed circuit TV/Camera and projection equipment CCTV surveillance Control room or moveable control panels/switch boards DJ sets/turntables Additional special lighting equipment for show performances etc.

4.9

Conferences and Banquets

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F&B Banquet Operation Manual


Success or failure of any conference or banquet depends on the quality of the speakers, the amount of assistance or information and the degree of learning which participants received. These elements are out of the control of the Hotel Management. Arrangement for Conferences Organizers and leaders of such meetings are likely to be impressed with the fact that the hotel associate knows what he/she is doing. Confidence in the smooth running of these arrangements will undoubtedly lead to more business in the future. Checklist of the information needed from the organizers must be prepared in order that a systematic plan of campaign can be setup. A checklist below reads such possible details needed: Dates to be set: Majority of group arrival/departure, late arrivals, release of reserved rooms not taken-up.

Type of arrangement/event: Wedding, dinner, meeting, funeral, anniversary, conference etc.

Attendance to be ascertained: Total number of guests expected, plus wives/children/relatives (if any). Total number of participants. Total number of adults and children

Overnight accommodation to be ascertained: Number of DBL/TWN/SGL/TPL rooms, suites etc. and comp. rooms

Meeting requirements: Conference room(s), Annex(s), Cloakroom(s), changing room(s), Number of tables and chairs. Decoration concept; banners, flags, canvas, logos etc. Flower arrangements/ plants Microphone(s), wired or non-wired Projectors or other visual aid Paper, pencils, notepads etc Lectern Platform(s) Carpet(s)

Organization of F&B services: Menu sections, members per table, shape of tables, bar facilities, appetizers with drinks, tea/coffee facilities, starting and finishing times of meals and breaks, venues of meals and breaks.

Conferences and Banquets continued Basic costs:


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Double rooms, single rooms, Suites, Executive Floors, Children rates, conference room(s), additional room(s), business centre and its facilities, parking, drinks (open bar or by consumption), main meals, breaks, coffee/tea service.

Other services to be costed: Provision of special equipment, i.e. projector, microphones etc. Provision of personnel for service of above. Provision of flowers. Complimentary meals and/or accommodation. Sign/place cards, gratuities.

General Information The Hotel/Resort should be prepared to make suggestions and arrangements for the entertainment of the relatives (wives, children) and friends not participating the event/function. A list of facilities is helpful and may list as the following: Shops and stores within the property or nearby Kids activities (chargeable or free) The hotels/resorts restaurants and leisure facilities. Theatre and cinema program. In-house DVD movie program (if applicable). Excursion arrangements specially tailored for this group. All transportation facilities available. Baby sitting facilities. Availability of guides and tours.

Opportunities for promotional events within the hotel can be means of increasing income from conference. 4.10 Possible Characteristics of Conference/Meeting Rooms Services Conference rooms preferably be windowless, artificially lighted and air-conditioned and the following points indicate why this should be so. It amounts to the fact that the speaker or instructor can then control all these factors.

Windows If a conference room has windows, all curtains/blinds should be pulled over existing windows to allow greater concentration on the guest speaker.

Possible Characteristics of Conference/Meeting Rooms - continued Lighting The eye is always drawn to either the highest luminous point or the one which has the highest color intensity. Therefore, it is important that the speaker should be illuminated and seen
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F&B Banquet Operation Manual


against a very simple background which is preferably darker then the rest of the room. Beware of concentration of light, if, which can cause glare, forcing the speaker to step aside to avoid this painful experience or give his/her performance in discomfort. It is a simple matter to shield or cover the light source. General Information The Hotel/Resort should be prepared to make suggestions and arrangements for the entertainment of the relatives (wives, children) and friends not participating the event/function. A list of facilities is helpful and may list as the following: Shops and stores within the property or nearby Kids activities (chargeable or free) The hotels/resorts restaurants and leisure facilities. Theatre and cinema program. In-house DVD movie program (if applicable). Excursion arrangements specially tailored for this group. All transportation facilities available. Baby sitting facilities. Availability of guides and tours.

Opportunities for promotional events within the hotel can be means of increasing income from conference. Heating Noise of bad air-conditioning or heating system in operation must be avoided. An audience is more responsive mentally if they are seated in a slightly lower climate than normal temperature. There should be an awareness of a flow of air cross the room, at least a movement noticeable.

Noise control Lift operations, opening and closing of doors, walking or talking are to be cut down to a minimum. It is important that distractions of all kind are avoided.

Chairs Chairs shall be comfortable with semi-padded seating but without front edge. The speakers chair should be always brighter-colored fabric to keep the attention of the audiences field of vision. Chairs should be stackable sot that the room can be easily cleared and setup.

Possible Characteristics of Conference/Meeting Rooms - continued Tables Flat-topped foldable tables of uniform size are better than one or two large ones. Also they must be of light-weight, no obstructions for the knees and a rod underneath for the feet to rest.

Platform
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F&B Banquet Operation Manual


A raised speaker platform must be set in order to give best visibility. The nearer the speaker is located to the ceiling, the better will the audience at the back of the room be able to hear.

General The lay-out of the room is to be discussed and planned beforehand depending on purpose and multi-functional usage. A series of diagrams of seating arrangements should be drawn-up and checked with the organizer/leader before each meeting.

Other points to be checked are: Seating styles (classroom, theatre, u-shaped, top tables) and for how many participants. Size of conference room; Length, width, height. Is this adequate (comfortable) for the group, if seated as required? Is there space for coffee breaks in the room or will it be served outside? When is the latest dead line of finishing all setup and its equipment?

4.11 Business Meetings Some minimum requirements: Required number of chairs arranged in the form requested. A platform. A presiding officers table and chairs. A lighted lectern (either table or floor type). A gavel. Water (bottled) and glasses on the speakers table. A black board/flip chart/white board. Chalk/Pens. An eraser. A pointer. A national flag (for public gathering). A/V tools. Any other latest sophistication. The hotel logo/wording on the back (drop).

Key Points: Entrance and exit facilities for material and properties, as well as guests, facilitating movement without delay. Provision for adequate parking varies for guests and meeting sponsors. Provision of safety features including properly marked fire exits, properly fused circuits, adequate floor load capacity and flame-proofed drapiers. Provision for adequate electric circuit, 20-amperes min. capacity with outlet, both at front and rear of room. All lights are controllable from one light switch panel.
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F&B Banquet Operation Manual


Air-condition and heating should be controlled by a room thermostat which can easily be adjusted without services of the associate. Ventilation should be provided and washing rooms and drinking fountains should be arranged near by. Top quality sound systems are a must. In addition to lectern mike, there should be provision for lavaliere, microphones for panelists and portable microphones for audience participation. Minimum required A/V equipment must be available in sufficient quantity. Associates must be readily available to assist in setting up the room and equipment for a meeting. Provide F&B services for breaks and meals in an efficient manner. For larger properties, separate wing with kitchen equipments should be setup/installed. Provide convenient outlet and space for projection equipment to keep audience distraction to a minimum.

In smaller Hotels/Resorts, it is uneconomical to own meeting equipment which is very costly. The Hotel/Resort should consider arranging needed equipment with local suppliers on a rental basis/contract. This may include the following equipment: Sound projectors, LCD Projectors, Slide projectors, PA Systems.

4.12 Outdoor Catering (Off-premises Catering) It is also known as off-premises catering. The Hotel/Resort providing outdoor catering facilities should make it a continuing activity to ensure the fuller utilization of its equipment and associates. A full and comprehensive sales service such as, meals, drinks, confectionary, tobacco, kiosk, merchandises etc. should be provided in these functions. The following points should be included in the initial survey to be conducted for proper planning of outdoor catering: Type of function Size of function Date and time Site and distance to Hotel/Resort/depot/store Local transport facilities Local commodity supplier Availability of associates and equipment/facilities

Outdoor Catering (Off-premises Catering) - continued An important note in this regard; Remember that associates from the F&B operation team used in the regular operation might be taken-out of the regular operation, thus hiring of temporary associates might be considered. The same applies for the equipment and transportation used. Layout of site Number or people expected Availability of electricity, gas, water, sanitary installations, wastage disposal ASP of people attending Occupancy of the Hotel/Resort (to schedule additional resources for the outside event)
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Kiosk and merchandise stand/booth Time allowance for setting up catering units and dismantling Type of license required Provision of mobile units adaptable to hot and cold food items Communication facilities to ensure coordination and control of associates and continuous supplies of commodities Arrangement for photographers/internal-external PR/DVD camera team etc. Press and the Media Provision for changing rooms and toilettes Insurance against fire/weather Provision of first-aid Available A/V and PA system as required Needed resources of Housekeeping and Engineering Forecasting of weather reports and possible rain-protection Safety regulations of employees for loading and unloading of equipment Estimate of cost of overhead Type of service received; Buffet service/Service by plate (table service)/Takeaway Service/ Supply of hot dishes/Beverage service Clearing and cleaning facilities (Stewarding) Containers for small and disposable items used

The person in charge needs to be decisive, quick to command and adaptable to various situations. Everything is possible during an outdoor event!

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F&B Banquet Operation Manual 5. Account, Audit and Control


5.1 Banquet Income

Sales in connection with banquets, private parties etc. should accounted for in the respective selling departments. Sales of goods and services not sold in the ordinary course of business by any selling department of the hotel, except in connection with banquets, may be accounted for in accordance with one of the following methods: Credit to the various expense accounts: If such sales are only occasional, or if the profit on them is negligible or not practically determinable, the sales should be credited to the various expenses accounts to which the cost would be naturally charged. For example; under this method, an occasional sale of music would be credited to music and entertainment and an occasional sale of flowers to decorations/Florist. The cost of goods and services sold in connection with banquets which are not regularly sold by any department and are not applicable to any specific expense items in the food schedule, should be charged to banquet expense and the relative sales credited to the same account. Credit to Other Banquet Income: If the Other sales in connection with banquets are of sufficient importance to make it desirable to determine the profit on such sales, accounts should be opened in accordance with this schedule. The profit on such sales should be carried over to the food schedule as Other Banquet Income. Each function is a separate occasion. It has its own price, menu and manning. It must be closely controlled, especially when food production takes place in a separate kitchen and bar. The revenue and the direct costs can be ascertained with accuracy. The main records include: A function agreement, which summarizes the arrangement for each function. A function diary, which lists details of all functions in date order. A function chart, which provides a visual record of all functions arranged for a period ahead. In-house information and restriction list.

The revenue and the direct costs can be ascertained with accuracy. The volume of identical meals prepared and served together enables the Hotel/Resort to have higher profit margins; as such functions represent the second most profitable hotel product after rooms. 5.2 Revenue

The various sources of revenue and cost of banquets are: - Food and Beverage - Music and Entertainment - Decorations - Mechanical work equipment - Other labour - Printing and Stationary - Souvenirs and favours - Rentals of equipment - Miscellaneous

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5.3 Expenses

Music and Entertainment Music and Entertainment hired for banquet purposes.

Decorations Cost of flowers, plants and decorations purchased for banquet purposes and charged to banquet engagers. If, however, the hotel/resort operates a florist department, the sales and cost of flowers, plant and other decorations furnished by the florist should be credited and charged, respectively to that department.

Mechanical work and Equipment Setting up and removing of stages, scenery, specific electric wiring, spotlights, moving pictures projectors, PA and A/V equipment, material and labour furnished by the mechanical department. Other Incomes

5.4

There are other sources of Hotel/Resort income which is not connected directly with the operational activities. All these incomes are received in small amounts from different heads: Rentals Space used for the operation of a hotel as a part of usual hotel service. Rental received from these are credited to Rental Account. Some of these are sub-heads of income: Office Rentals/Rent from Clubs/rent from lobby space, show case and other spaces.

Concessions Revenue received from outside for the privilege of operating departments which might be operated by the hotel itself as part of the usual hotel/resort service. Expenses to the hotel/resort in connection with the operation of a concession service which would be charged as departmental expenses. If the department were operated by the hotel, should be charged against the income received from the concessionaire are credited to this account. Some of the sources of revenue of concessions are: Barber shop/ Beauty shop/ Cigars and news stand/ Gift shops/ Guest laundry/ Restaurants/ Swimming Pool, Baths/ Transportation/ Valet/ Foreign Exchange/ Casino.

Interest The hotel/resort earns interest on bank deposits and other investment of spare funds. Foreign Exchange
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Foreign currency and travelers cheques are normally exchanged by hotels for guests at rates more favorable to the hotel than those offered by banks to safeguard against fluctuations in rates between their encashment by the hotel an their sale to the bank, and sometimes to include simply a charge for the service provided. Commissions The following incomes received as commissions are credited to this account: Commission from taxi and care hire/ Garage and Parking Lot/ auto rentals/ radio and TV/ Photographers/ Theatre and travel agencies and other suppliers to guests.

Vending Machines The revenue derived from vending machines less the cost of the merchandise sold is directly credited to this head. Cash discount earned All discount earned from creditors due to cash payment within the discount period are credited to this account. Salvage It includes revenue derived from the sale of waste, paper, bottles, cans, incidental articles, obsolete material and used cooking grease. Miscellaneous Other incomes which can not be grouped under any of the above heads are credited to this account.

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F&B Banquet Operation Manual 6. Payment Arrangements


6.1 Types of Payment Statements (Bill) Food bill/payment statement Beverage bill/payment statement Miscellaneous bill/payment statement: 6.2 Room rental Equipment rental Miscellaneous Charges

Deposits

A deposit must be requested and paid prior to the event (amount of days is depending on the contract agreement). The balance is to be paid upon departure of the group, unless otherwise agreed/stated or contracted. When a group confirmation is made through the responsible Sales person to its client a Function Order is to be issued and send to the Finance Department for debit note issuance. Upon receipt of the deposit, a deposit receipt record is sent to the respective Sales person confirming receipt of deposit. For clients/Corporate accounts requesting no deposit, the Sales person may receive authorization and approval from the Dir. of Sales & Marketing. For trusted accounts, the Sales Department and the Finance Department can mutually agree and continuously update a list of credit accounts for waiving requirements of prepaid deposits. 6.3 Balance Payment

All F&B function information shall be settled by cash or credit card upon departure. Cheques are not accepted for settlement of F&B expense unless prior approval has been given from the Director of Finance. 6.4 After Billing

For improved customer service, billing after departure may be granted to credit worthy and trusted client accounts. In such case, a letter/fax/email of authorization is to be received in advance from the client to confirm expenses that are covered on its company account. Payments received for F & B expenses should be recorded on a control list and passed to Finance Department for receipt issuance and recording. 6.5 Cancellation

For functions where a deposit has been received, the deposit is refunded only if the cancellation was made (xx) days prior to the actual function date (depending on contract agreement and policy). For any cancelled group/account, a lost business report is to be filed.

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F&B Banquet Operation Manual


6.6 Payment Settlement

Cash bar For cash settlement; the Banquet Manager/Supervisor shall return (to the cashier for posting), the original and signed copy of the payment statement, while the account copy is retained by the cashier. For city ledger charge; the signed check is given to the cashier for posting and all copies retained by the cashier.

Master bill The master payment statement must be prepared by the person in charge of the function and is settled either by cash or by credit card. For credit card payments; the cashier shall check the outstanding balance and request approval from the credit card company. If the guest is to sign the payment statement, it shall include: Billing address The person authorized to sign the master payment statement The amount of advance deposit received

The payment must be received within (xx) days (depending on the contract agreement or the hotels/resorts policy) corresponding to the date of invoice.

7.

Event Forecasts & Reports


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7.1 The 10-Days and Monthly Forecast and Report

Monthly forecast are produced to assist the F&B Department in establishing the budget, for the Executive Chef to order food, and for the Banquet Manager/F&B Team responsible to follow-up on the event. In addition, a 10-days forecast is to be distributed to the Department Heads. Furthermore, the monthly report is to be distributed to the GM/RM/EAM and to all Department Heads concerning its monthly forecast, estimated revenue and budget. The monthly report is to be distributed to the GM/ RM/EAM and shall contain the following: F&B Sales compared to budget Room Sales compared to budget Other Income compared to budget All cost expenditures Covers compared to budget Additional remarks

8.

Banquet Service Organization


8.1 Run-down Instruction

According to the Function Order, the Banquet Manager/Supervisor must prepare a run-down and assign associates to prepare the mis-en-place and the setting-up of the function room. 8.2 Briefing

The Banquet Supervisor/Captain must organize a briefing before setup of the event. The following points shall be covered: Briefing on floor place/location The name & program of the event Assigning of associates to each station VIPs and requests Grooming standard Reminder for personal belongings of guests Who the organizer is and that all communication is handled through the designated employee of the hotel only. Payment arrangements Operating hours and break times for each employee Others: Information of food menu items, service style and technique used Served beverages and wines Payment type

8.3

Final Inspection

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Prior to the commencement of each event, the Banquet Manager/Supervisor/Captain or other associate assigned must ensure the setting of the room/event is completed and the facilities required are properly set. The following is a general checklist for the final inspection (use specific check list attached): Check room for the proper number of tables and chairs, table numbers, directional signage, seating floor plan. Check room to ensure that the proper equipment is in place, such as spotlights, overhead projector slide projector, microphones, flags and/or other miscellaneous items requested on the Function Order. Check room to ensure that the proper items are in place, such as cakes, flowers, etc. Check room for proper cleanliness, light level, air-conditioning and unusual noises. Check all A/V equipment with Engineering for smooth operation. Check room for potential safety hazards, such as damaged chairs, tables, sofas, tripping hazards, such as carpet, microphone with flower arrangements or other combustible dcor. Check the restroom facilities to ensure that they are operational and clean. Make sure all associates (including casual labour) are on time, in proper uniform and groomed and familiar with their assignments.

9.

Sequence of Banquet F&B Service

Breakfast
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F&B Banquet Operation Manual


9.1 Service by Plate (Table Service)

1. The Banquet Supervisor or Captain (depending on organization chart) is to double-check the room setup. 2. The Servers prepare the butter dish containers in the kitchen, served at the table after guests are seated. 3. The Servers turnover the cups and place cream, milk and sugar onto every table. 4. The Hostess(es) greet(s) the guest as per standard and directs them to the respective venue. 5. The Servers/Runners pull the chairs for the guest while ladies are seated first. 6. After guests are seated, the Servers/Runners unfold the napkins and begin to serve the warm bread (basket or served). 7. Kitchen/Service provides fruit juice and the Servers serve it after guests are seated. 8. The Banquet Supervisor/Captain re-confirms the final number of guests (with the organizer). 9. The Banquet Supervisor/Captain informs the kitchen for the final number of guests. Service by plate commences (sets) served by the Runners and Servers. 10. The Servers commence with serving fresh coffee and tea. 11. Servers/Runners serve supplement, beverages and pick-up orders and clear tables, while Supervisors/Captains supervise the Runners and Servers, control the guest flow and attend to all guest requests immediately. 12. The Servers assist the guests by pulling the chairs when moving to the bathroom. 13. After finishing of breakfast, Hostess(es) escort the guest to the next venue or our of the outlet/room. 14. Banquet Supervisor may attend to the payment settlement (depending on the corresponding Function Order). The Banquet Supervisor/Captain double-checks the payment statement (bill) and presents it to the organizer for signature and/or direct payment. 9.2 Buffet Service The Banquet Supervisor/Captain coordinates with the Executive Chef/Sous-Chef regarding the quantity of food items to be served, centre-pieces, sizes of buffet tables etc. to be setup. Kitchen associates standby at the buffet line to explain, serve and refill of food items, further to maintain the presentation and to replenish service and kitchen equipment on the buffet line. The Stewards coordinate with Kitchen associates regarding the quantity of food items to be served, prior of placing chafing dishes with reference to layout plan. The Steward place serving equipment, crockery and other accessories needed onto the buffet line(s). All tables are pre-set with milk, cream sugar, all crockery and cutlery used for breakfast service. The Banquet Supervisor/Captain executes a final inspection 30 minutes prior to guest arrival. The Hostess(es) greet(s) the guest as per standard and directs them to the respective venue. The Servers/Runners pull the chairs for the guest while ladies are seated first. After guests are seated, the Servers/Runners unfold the napkins and begin to serve the warm bread (basket or served).

Buffet Service - continued After guests are seated, Servers and Runners serve fresh coffee and tea. The Servers assist the guests by pulling the chairs when moving to the buffet lines or bathroom. The Banquet Supervisor/Captain reconfirms the final number of guests (with the organizer). The Banquet Supervisor/Captain informs the kitchen for the final number of guests.
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Servers/Runners serve beverages, clear and clean tables, while Supervisors/Captains supervise the Runners and Servers, control the guest flow and attend to all guest requests immediately. F&B Runners remove soiled dishes and refill coffee/tea. F&B Runners/Servers replace new sets of cutlery where necessary. After finishing of breakfast, Hostess(es) escorts the guest to the next venue or out of the outlet/room. Banquet Supervisor may attend to the payment settlement (depending on the corresponding Function Order). The Banquet Supervisor/Captain double-checks the payment statement (bill) and presents it to the organizer for signature and/or direct payment.

Lunch and Dinner


9.3 Service by Plate (Table Service)

1. The Banquet Supervisor/Captain checks the banners/poster/wording, flower arrangements, reception table, signage, food display etc. according to the Function Order. 2. The Banquet Supervisor/Captain executes a final inspection 30 minutes prior to guest arrival. 3. Steps 1-6 as listed under Breakfast Service by Plate (Table Service). 4. The Servers/Runners pour water 5 minutes prior to the event (some DHR properties may serve water differently). 5. The Servers/Runners pull the chairs for the guest while ladies are seated first. 6. After guests are seated, the Servers/Runners unfold the napkins and begin to serve the warm bread (basket or served). 7. The Banquet Supervisor/Captain reconfirms the final number of guests (with the organizer). 8. The Banquet Supervisor/Captain informs the kitchen for the final number of guests. 9. The Banquet Supervisor/Captain serves wine (if applicable) and the Servers/Runners line-up for the first course pick-up. 10. The Serves/Runners serve the plates according to seating plan and check regarding the; proper condiments, utensils and dishes, that crockery and presentation is as per standard and finally the right main course is served to the right guest. 11. The Serves/Runners approach the table in-line. 12. The Serves/Runners remove the cover (if applicable) and start to serve the women first in a clockwise direction. Each table must be completed before moving on to the next table. 13. Servers/Runners serve supplement, beverages and pick-up orders and clear tables, while Supervisors/Captains supervise the Runners and Servers, control the guest flow and attend to all guest requests immediately. 14. After appetizer/salad/first course, the Servers/Runners remove the soiled plates. 15. Soup is server with its saucer and doily. 16. Servers/Runners might reset for main course. 17. Servers/Runners clean the table before serving the dessert (salt, pepper, condiment is removed). Depending on standard, wine glass is removed as well.

Service by Plate (Table Service) - continued 18. Depending on size of the group, coffee/tea service crockery and sugar bowl is preset, and coffee or tea served by the Runners after dessert is finished. 15. After finishing of breakfast, Hostess(es) escorts the guest to the next venue or out of the outlet/room.

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Food & Beverage Update: 25.06.08 / DHR-CO-FBS-SOP-250

F&B Banquet Operation Manual


19. Banquet Supervisor may attend to the payment settlement (depending on the corresponding Function Order). The Banquet Supervisor/Captain double-checks the payment statement (bill) and presents it to the organizer for signature and/or direct payment. 9.4 Buffet Service The Banquet Supervisor/Captain coordinates with the Executive Chef/Sous-Chef regarding the quantity of food items to be served, centre-pieces, sizes of buffet tables etc. to be setup. The Banquet Supervisor/Captain checks the banners/poster/wording, flower arrangements, reception table, signage, food display etc. according to the Function Order. Kitchen associates standby at the buffet line to explain, serve and refill of food items, further to maintain the presentation and to replenish service and kitchen equipment on the buffet line. The Stewards coordinate with Kitchen associates regarding the quantity of food items to be served, prior of placing chafing dishes with reference to layout plan. The Steward place serving equipment, crockery and other accessories needed onto the buffet line(s). All tables are pre-set with milk, cream sugar, all crockery and cutlery used for breakfast service (depending on size of group and the hotels standard). The Banquet Supervisor/Captain executes a final inspection 30 minutes prior to guest arrival. The Hostess(es) greet(s) the guest as per standard and directs them to the respective venue. The Servers/Runners pull the chairs for the guest while ladies are seated first. After guests are seated, the Servers/Runners unfold the napkins and begin to serve the warm bread (basket or served). The Servers assist the guests by pulling the chairs when moving to the buffet lines or bathroom. The Banquet Supervisor/Captain reconfirms the final number of guests (with the organizer). The Banquet Supervisor/Captain informs the kitchen for the final number of guests. Servers/Runners serve beverages, clear and clean tables, while Supervisors/Captains supervise the Runners and Servers, control the guest flow and attend to all guest requests immediately. Runners remove soiled dishes and refill beverages. Runners/Servers replace new sets of cutlery where necessary. Runners/Servers begin to serve coffee/tea after dessert. After lunch/dinner is finish, Hostess(es) escorts the guest to the next venue or out of the outlet/room. Banquet Supervisor may attend to the payment settlement (depending on the corresponding Function Order). The Banquet Supervisor/Captain double-checks the payment statement (bill) and presents it to the organizer for signature and/or direct payment.

Cocktail Reception
The Banquet Supervisor/Captain coordinates with the Executive Chef/Sous-Chef regarding the quantity of food items to be served, centre-pieces, sizes of buffet tables etc. to be setup. The Banquet Supervisor/Captain coordinates the bar setup with the Bar Supervisor/Captain. The Servers/Runners prepare the cocktail napkins, plates and cocktail-picks, etc. The Stewards setup the chafing dishes (according to the Function Order), if applicable. Some cocktail reception might use the pass-around service style.
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This material is copyright protected and is property of Daniel G. Fuchs and Stephan Faessler. Reproduction without permission is prohibited. J. Negi, Professional Hotel Management, S. Chand & Company Ltd., 1997

Hotels & Resorts Standard Operating Procedure

Food & Beverage Update: 25.06.08 / DHR-CO-FBS-SOP-250

F&B Banquet Operation Manual


The Kitchen/Florist sets up the centre-pieces and decoration according to the theme and layout plan. The Banquet Supervisor/Captain inspects the location setup 30 minute prior to guest arrival. The Banquet Supervisor/Captain reconfirms with the Chef regarding the setup and time. The Banquet Supervisor/Captain executes a final inspection. Servers/Runners do not open the chaffing dishes prior to the function. The Hostess(es) greet(s) the guest as per standard and directs them to the respective venue. The Banquet Supervisor/Captain reconfirms the final number of guests (with the organizer). The Banquet Supervisor/Captain informs the kitchen for the final number of guests. Servers/Runners serve the beverages and pass-around items. Servers/Runners are able to explain and giving information to the served items. Servers/Runners clear and clean, while Supervisors/Captains supervise the Runners and Servers, control the guest flow and attend to all guest requests immediately. After the event has finished, Hostess(es) escorts the guest to the next venue or out of the outlet/room. Banquet Supervisor may attend to the payment settlement (depending on the corresponding Function Order). The Banquet Supervisor/Captain double-checks the payment statement (bill) and presents it to the organizer for signature and/or direct payment.

Coffee and Tea Break


The same sequences are followed as above mentioned Cocktail Reception, in addition mostly juice and coffee and tea are served with some snacks, also there might be a cash bar used with Cashiering facilities as well. The Banquet Supervisor/Captain will find the time during coffee breaks to approach the organizer for any further amendments to be made.

Meeting
The Banquet Supervisor/Captain must check all the equipment before the meeting starts (as per the Hotels/Resorts separate Check-list). Before each Meeting, the following points should be checked: Wardrobe assistance is available. Valet parking is available. The seating is arranged as planned.

Meeting - continued The location of any additional chairs and tables. The room temperature. Water (bottled) and glasses at lecturer and conference tables. Ashtrays, pencils, notepads, name cards/tags/stands for participants/lectures etc. Signs directing members to the conference room. Acoustics; to be checked for echoes or dead spots. All plug-in equipment is working. Microphone cords are long enough.
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This material is copyright protected and is property of Daniel G. Fuchs and Stephan Faessler. Reproduction without permission is prohibited. J. Negi, Professional Hotel Management, S. Chand & Company Ltd., 1997

Hotels & Resorts Standard Operating Procedure

Food & Beverage Update: 25.06.08 / DHR-CO-FBS-SOP-250

F&B Banquet Operation Manual


Where film screen provided, balanced and steady. Spare fuses or standby circuits ready. Sufficient extension cords and adaptors. Is the room dark enough for projection? All heating, air-conditioning and fan controls working. That everyone can see the platform when all seats are filled. That in the event of a fire, notices are promptly displayed. Do not leave your personal belongings unattended signs placed.

At the End of a Meeting For lost or forgotten property. The removal of organizers property for safe keeping. The return of any hired equipment. The removal of promotional material relating to the last session. All A/V equipment is cleared and locked-up in stores. Clearing of entire setup, locking of function room.

Sequence of Service Servers/Runners pour water 10 minutes prior to function start. After commencing of the event, service associates should leave the room with the exception of a Captain (and Servers) to attend to the organizers need. Meanwhile, Servers/Runners prepare up-coming coffee breaks, lunch or dinner mise en place. During coffee break; the assigned Servers/Runners refill water and stationary items but do not touch/remove any personal belongings/documents. The Banquet Supervisor/Captain double-checks number of attendants with the organizer for the lunch/dinner. After coffee break, all service associates will leave the room. The Banquet Supervisor/Captain informs the kitchen for the final number of guests. According to the schedule, the Hostess(es) will escort the guest to the lunch/dinner venue, and the Servers/Runners clean the room. After lunch, the guests will return to the function room and the Server/Runners commence mis en place work for additional coffee break, lunch or dinner following after the meeting event. After the event has finished, Hostess(es) escorts the guest to the next venue or out of the outlet/room. Banquet Supervisor may attend to the payment settlement (depending on the corresponding Function Order). The Banquet Supervisor/Captain double-checks the payment statement (bill) and presents it to the organizer for signature and/or direct payment.

10. Policies
10.1 Car park Policy Car park for banquet clients are normally offered "Free of charge". Parking tickets might be needed, stamped to validate the ticket. The stamp is placed on the registration desk in front of the function room of each function. In case of large functions, such as wedding parties etc. which requires sufficient parking lots, the car parking requirements are listed on the Function Order.

This material is copyright protected and is property of Daniel G. Fuchs and Stephan Faessler. Reproduction without permission is prohibited. J. Negi, Professional Hotel Management, S. Chand & Company Ltd., 1997

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Hotels & Resorts Standard Operating Procedure

Food & Beverage Update: 25.06.08 / DHR-CO-FBS-SOP-250

F&B Banquet Operation Manual


10.2 Uniform Policy F&B department issues a uniform request form to linen & uniform department/HK. Each employee collects one set of uniform. The laundry records names. Employee is held responsible for his/her uniform. Unnecessary damage is charged to the employee concerned. Soiled uniform has to be exchanged daily according to the opening hours. Linen room attendant records items received onto the daily uniform exchange sheet. In case of emergency after the official opening hours, Duty Manger is to be contacted; urgent requests are recorded in the linen room Supervisor log book. All items shall be returned the next day.

10.3 Linen Policy Soiled linen must be exchanged daily according to the opening hours. Linen exchange for banquet takes place according to the opening hours. In case of emergencies after the official opening hours, Banquet Manager/Supervisor/Captain must inform the duty Housekeeper in charge. Urgent requests are recorded. Request items are returned the next day. Banquet associates pre-count all soiled linen before returning to the linen room/attendant for re-count and exchange. Linen room count column on the exchange list is completed by the Linen Room Attendant. Final comparison of banquet and laundry in exchange sheets. Derivation is remarked and to be received after cleaning and pressing is finished.

11. Banquet checklist - Sample


Function name: _________________________________ Date: Time: 1) 2) 3) _________________________________ _________________________________ Check lobby signage & escalators Check function's signage and if a telephone is available in each room Foyer & guest corridor clean?
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Location: _______________________

This material is copyright protected and is property of Daniel G. Fuchs and Stephan Faessler. Reproduction without permission is prohibited. J. Negi, Professional Hotel Management, S. Chand & Company Ltd., 1997

Hotels & Resorts Standard Operating Procedure

Food & Beverage Update: 25.06.08 / DHR-CO-FBS-SOP-250

F&B Banquet Operation Manual


4) 5) 6) Toilet manned? Enlarged floor plan is correct? Ventilation: 6.1 Check adequate temperature 6.2 Check Smelliness of air-condition 7) Lighting 7.1 All bulbs on? 7.2 Follow-spot light (test 40 min. before event starts) 8) 9) Carpets clean? Linen 9.1 Clean table cloth without holes 9.2 Clean napkins in proper shape & without holes 10) Table set up 10.1 10.2 10.3 10.4 10.5 10.6 10.7 10.8 Stainless and/or silverware clean? Chinaware clean? Glassware clean? Condiments clean & filled-up? Menu properly printed & clean? Name cards are placed? Candles/Light decor in proper shape? Table & chairs set in proper position?

11) Flowers plants arrangement 11.1 11.2 11.3 11.4 11.5 11.6 How many pieces of bouquet? How many pieces of centre-piece? Exact quantity of individual flowers ordered in pieces? Nicely arranged and presented? Plants well presented? Any garbage left inside the plant's box?

12) Dance floor & stage 12.1 12.2 12.3 Clean (floor & rim), not sticky? Sufficient room for all musical instruments? Dance floor smooth enough for dancing?
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This material is copyright protected and is property of Daniel G. Fuchs and Stephan Faessler. Reproduction without permission is prohibited. J. Negi, Professional Hotel Management, S. Chand & Company Ltd., 1997

Hotels & Resorts Standard Operating Procedure

Food & Beverage Update: 25.06.08 / DHR-CO-FBS-SOP-250

F&B Banquet Operation Manual


13) P.A system and engineering equipment 13.1 13.2 13.3 13.4 13.5 13.6 Microphone behind the speaker? Exact quantity of microphone and speakers? Tape/CD/DVD/Karaoke rack? Movie projector? Overhead projector? Slide projector?

The above items should be tested 40 min. before function starts. 14) 15) Backdrop Buffet set up 15.1 15.2 15.3 15.4 15.5 15.6 15.7 15.8 15.9 15.10 16) Bar 16.1 16.2 16.3 16.4 16.5 16.6 17) 17.1 Proper setup/nicely presented and arranged? Adequate bar set according to the floor plan? Cashier for cash bar? Wine ready? Service tray ready? Ice buckets and tongs? Table cloths with under-lay? Chafing dish proper setup with hot water? Cooking fuel (inflammable)? Cold dishes in adequate position? Dinner plates & dessert plates? Serving spoons & fork, plus spare? Dressing for salad ladle? Sauce for specific hot dish? Butter sculpture in good shape? (if applicable) Ice carving/other decorative items? (if applicable)

Service station Stainless and silverware 17.2 17.3 17.4 17.5 17.6 17.7 17.8 17.9 17.10 17.11 17.12 17.13 17.14 Chinaware clean? Glassware clean? The underneath plate with dolly is ready? Condiments? Sufficient bread and butter? Ice water? Station assignment for waiters? Soiled dish stand? Service towels? Coffee machine and equipment set? Service trays? Ashtrays? Sufficient screen to cover the stage?
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This material is copyright protected and is property of Daniel G. Fuchs and Stephan Faessler. Reproduction without permission is prohibited. J. Negi, Professional Hotel Management, S. Chand & Company Ltd., 1997

Hotels & Resorts Standard Operating Procedure

Food & Beverage Update: 25.06.08 / DHR-CO-FBS-SOP-250

F&B Banquet Operation Manual


18) Service Procedures 18.1 18.2 18.3 19) Menu with chef discussed? Mise en place with Stewards discussed? Type of Service/Service Sequence?

Appearance 19.1 19.2 19.3 19.4 19.5 Clean uniforms? Tidy haircut? Shining shoes? Proper tie? Clean finger nails? _________________________________________________________

20)

No. of service associates

Checked By: NAME Re-viewed By: NAME SIGNATURE SIGNATURE

This material is copyright protected and is property of Daniel G. Fuchs and Stephan Faessler. Reproduction without permission is prohibited. J. Negi, Professional Hotel Management, S. Chand & Company Ltd., 1997

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