Food & Beverage Hotels & Resorts Slandard Operating Procedure Update: 25.06.08 / DHR-CO-F8S-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 Classtoom/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. Buifet 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. Guéridon 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 37 Coordination 3.8 Proposal Email/Letter/Fax 3.9 Function Order Filing System - Function/Event Organization - continued ‘This moterialis copnigh! protected ands properly ol Danie! G, Fuchs and Slephan Faesler Reproduction wilhoul pemision is rohiled (©, Nog. Profesional Hotel Managements. Chand & Coma Uts. 1997Food & Beverage Hotels & Resorts Standard Operating Procedure Update: 25.06.08 / DHR-CO-F8S-SOP-250 F&B Banquet Operation Manual 3.10 Cancellation Charge 3.11. Menu Selection 3.12 Banquet Expressions 3.13 Guaranteed Number of Person 3.14 Forecasts 3.15. 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 Bor 45° Bulfet Table Arangements 4.6 Flower Arrangements - Types of Arrangements 47 Signage 4.8 Meeting/Function Rooms 49 Conferences and Banquets 4.10 Possible characteristics of Conference/Meeting Rooms 4.11 Business Meetings 4.12. Outdoor Catering (Off-premises Catering} 5.Account, Audif 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 (Bil) 62 Deposits 63. Balance Payments 64° After Biling 65 Cancellation 66 Payment Settlement 7.Event Forecasts & Reports 7.1 The 10-Days and Monthly Forecast and Report &.Banquet Service Organization 8.1 Run-down Instruction 82. Briefing 8.3. Final Inspection 9.Sequence of Banquet F&—B Service Breakfast Service ‘ This moleralis copyight protected ond k properly of Donel G, Fuchs ond Slephan Faesler Reproduction withoul pemision ispontiled, 2 (©, Nog. Profesional Hotel Managements. Chand & Coma Uts. 1997Hotels & Resorts Food & Beverage Standard Operating Procedure Update: 25.06.08 / DHR-CO-F8S-SOP-250 F&B Banquet Operation Manual 9.1 Service by Plate (Table Service] 9.2 Buitet 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 moleralis copyight protected ond properly of Done! G, Fuchs and Stephan Faesler Reproduction withou! pemision is rohiled 18. Nog) Fresional Hotel Managoment.S.Chand & Compory Ltd. 197 3Food & Beverage Hotels & Resorts Standard Operating Procedure Update: 25.06.08 / DHR-CO-F8S-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, ie.: caterings) and are under the supervision ‘and responsibilities of the F&8 Department and its Head, the overall responsibilty 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 “os needed” basis; therefore, excessive funds are not fied 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 moleralis copyight protected ond properly of Donel G, Fuchs and Slephon Faesler Reproduction wihoul peminion ispontiled, 4 18. Nog) Fresional Hotel Managoment.S.Chand & Compory Ltd. 197Food & Beverage Hotels & Resorts Standard Operating Procedure Update: 25.06.08 / DHR-CO-F8S-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 fo @ 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 givenflsted on the ‘Function Order’ Typical Setup styles 2.1 Classroom/Seminar style for Business Events ‘+ PR Functions (Press release, Fashion, Dealer's Meeting, Seminars, Exhibitions) + Conferences (Political, Trade Union, National Sales, International, etc) ‘+ Intemal or Extemal Briefings Classroom/Seminar setup, important points + Ovethead projector/LCD projector table may be used for classroom setups, - 35 people per classroom/seminar table. Each seating has a pencil, a note pad and a water glass plus coaster set in front of it. - 2'4 feet spacing between tables. oO Ce oO OO00 0 9 ° lo q Co 2.2. Round Tales for Formal, Social or Business Events ‘ This moleralis copyight protected ond k properly of Donel G, Fuchs ond Slephon Faesler Reproduction withoul pemision ispontiled, —§ 18. Nog) Fresional Hotel Managoment.S.Chand & Compory Ltd. 197Food & Beverage Hotels & Resorts Standard Operating Procedure Update: 25.06.08 / DHR-CO-F8S-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 ‘malton’ /underlay 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 molerialis copyight protected ond properly of Donel G, Fuchs and Slephon Faessler Reproduction wihoul peminion spotted, 18. Nog) Fresional Hotel Managoment.S.Chand & Compory Ltd. 197Food & Beverage Hotels & Resorts Standard Operating Procedure Update: 25.06.08 / DHR-CO-F8S-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 ‘maiton’ underlay before the table cloth. - Table cloths and chair covers must be properly ironed shape style! T- shape style QO o O 0 shape style I! E-shape style Comb-shape style OO 2.4 U-Shape for Business Events ‘+ Meeting/Conterence/Press release/Seminars ‘ This moleralis copyight protected ond k properly of Done! G, Fuchs ond Slephon Faesler Reproduction withoul pemision ispontiled, 7 18. Nog) Fresional Hotel Managoment.S.Chand & Compory Ltd. 197Food & Beverage Hotels & Resorts Standard Operating Procedure Update: 25.06.08 / DHR-CO-F8S-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. - 2/4 feet spacing between tables. OO 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 | set per 40-50 person}. - Approximately 2-4" inches between chai to chair. - Approximately 1% chair-width between rows. - Platform is used for the speaker. Oo ‘ This moleralis copyight protected ond k properly of Donel G, Fuchs ond Slephon Faessler Reproduction wihoul pemision sprontiled, 18. Nog) Fresional Hotel Managoment.S.Chand & Compory Ltd. 197Hotels & Resorts Standard Operating Procedure Food & Beverage Update: 25.06.08 / DHR-CO-F8S-SOP-250 F&B Banquet Operation Manual Guest Flow For typical buffet amangements, itis suggested that plates are setup at one end of the buffet table, starfing with first to main to dessert courses. Bread and butter can be set on the guest table or iteratively placed on the buffet table at the beginning, It is also recommended fo 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 quests. 2.5 Buffet Line Guest flow > Bread & Butter Soups Salads Appetizers Mains/ Desserts Side aishes/ Vegetables Mains, Side dishes Vegetable, Desser's eo a Special sections Type of Meal Periods Bread & Butter, Salads, Appetizers, Soups ‘ This moleralis copyight protected ond properly of Donel G, Fuchs ond Slephan Faesler Reproduction wihoul peminion sprontiled, 9 18. Nog) Fresional Hotel Managoment.S.Chand & Compory Ltd. 197Food & Beverage Hotels & Resorts Standard Operating Procedure Update: 25.06.08 / DHR-CO-F8S-SOP-250 F&B Banquet Operation Manual Type of Meal Periods Brunch Breakfast Lunch Dinner Supper Snacks Service Techniques Indicators Service Time Time avilable the guest has to spend in the restaurant Type of clientele Service material Quaiification/skills of associates Att style and capacity of the restaurant RAARAS The obove mentioned six ctiteria are crucial in order to choose the right type of service technique used by its banquet operation: in addition also depending on the client's request what is to be expected for this particular event. However, most bonquets/events where breaklasi/lunch/dinner/supper etc is requested, either ‘Buffet Service’ or ‘Service by Plate (table service) is commonly used, More challenging service techniques such os the additional "Voiture Service’ or 'Guéridon Service’ combined with buffet or table service is rarely found or oniy in gourmet temples since its techniques needs highly skilled, efficient service associates and time. However those service techniques are very eleganl service techniques, perfectly suitable for anniversaries, promotion or gala dinners in smaller group or up to the Hotel/Resor''s 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, clways from the left side onto the guest's plate. For “supplement” service the waiter replenishes new platters from the kitchen. ‘This moleralis copyight protected ond s properly ol Donel G, Fuchs and Stephan Faesler Reproduction withou! pemision ispohtiled, 10 18. Nog) Fresional Hotel Managoment.S.Chand & Compory Ltd. 197Food & Beverage Hotels & Resorts Standard Operating Procedure Update: 25.06.08 / DHR-CO-F8S-SOP-250 F&B Banquet Operation Manual 2.9 Guéridon 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 piates 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 woiter serves each guest using a service spoon and fork. This type of service is a very elegant service technique and needs professional waiters and fime. 2.10 Voiture Service - Service from a chilled or heated Trolley Specialties or daily speciais/sels are presented from a moveable [sometimes heated) trolley, and served ona 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 fime of the day like a breakfast, brunch or lunch buffet, It can be even a beverage. aperitif. iqueur. 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 quest 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 d'héte service. 2.13 Banquet Service A banquet is a large public meal or feast/ event, complete with fist, main courses and desserts. It Usually Serves @ 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. ‘This moleralis copyight protected ond k properly of Donel G, Fuchs ond Slephon Faesler Reproduction wihoul peminion ispoNtiled, 1) (©, Nog. Profesional Hotel Managements. Chand & Coma Uts. 1997Food & Beverage Hotels & Resorts Standard Operating Procedure Update: 25.06.08 / DHR-CO-F8S-SOP-250 F&B Banquet Operation Manual 3. Planning of a Function DHR Resorts/Hotels and Grands: A large part of the business is concemed with seling functions. This direct source of revenue and intends fo increase revenue from other hotel facilities such as guest rooms, bars and restaurants. It ensures greater utilzation of kitchens, engineering plant and manning. Rooms intended for this purpose are usually designed to the multifunctional to ensure frequent use ‘and justify the high cost of providing the space. Allarge room may be adapted as a ball room, banquet hall, and convention of 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 utensi’s, serving equipment and trolleys. - Engineering plant services, environmental control - Comm. Equipment, telephone and intemet 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, net usage, conference calls etc]. = Access for exhibition or other equipment such as vehicles, etc. - Legal requirement for fire and user safety. - _Alllaw regulations in conjunction with the specific events hold which are required. Reservations ‘This molerialis copyight protected ond s properly ol Daniel G, Fuchs and Stephan Faesler Reproduction withou! pemisin spoiled, 12 18. Nog) Fresional Hotel Managoment.S.Chand & Compory Ltd. 197Food & Beverage Hotels & Resorts Standard Operating Procedure Update: 25.06.08 / DHR-CO-F8S-SOP-250 F&B Banquet Operation Manual A\l 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: Date and Time of Call - Title: Name and Telephone number of client Person in charge, contact person from cient Name of Function = Function Type; indicate type of function such as, business, leisure, conference etc. = F&B Services requested; Westem 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. 3.1 Telephone - Many enquiries ore made through telephone. Therefore, proper telephone etiquette is essential to ensure that all telephone calls to the Sales Deparment 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 fo the person concemed: 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 concemed 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. 3.2 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. - _ Letfer/faxis only recommended for wiitten confirmation, nat as a communication device. - Nowadays, email correspondence is very common and most enquiries come through this channel. Proper writing etiquette is essential and emails shail be handled in a timely manner [within 3-4 hrs.) and forwarded to the concemed person(s) immediately. ~ Emails shall only be used for confirmation if forms/confimations/agreement forms etc. are sent hments and converted in a read-only format {i.e.: .paf files). Otherwise, fax must be used. Letter/Fax/Email - continued ‘This moleralis copyight protected ond properly of Done! G, Fuchs and Stephan Faesler Reproduction withou! pemision is rohiled 18. Nog) Fresional Hotel Managoment.S.Chand & Compory Ltd. 197 13Food & Beverage Hotels & Resorts Standard Operating Procedure Update: 25.06.08 / DHR-CO-F8S-SOP-250 F&B Banquet Operation Manual After the preliminary contact with the prospective client, the person concemed 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, - "Cont" 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 function file shall be opened when a tentative booking has been made. Itis used to collect and keep all correspondence and information pertaining fo each function. It can also act as an information centre where any details shall be referred to before any actions ‘are taken. Every function fle 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 on alphabetical order. They are used to keep records of all previous functions. 3.5 Filing System - Forthcoming Functions ‘ This moleralis copyight protected ond s properly ol Donel G, Fuchs and Stephan Faesler Reproduction withoul pemision ispoWtiled, 14 18. Nog) Fresional Hotel Managoment.S.Chand & Compory Ltd. 197Food & Beverage Hotels & Resorts Standard Operating Procedure Update: 25.06.08 / DHR-CO-F8S-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 cancelation cabinel/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, ie, Ithaca Group: File under ' / Mr Kasikom K. File under” ~ Master File - Birthday Function information of birthday functions are kept in a master file in chronological order. Itis used fo trace back the previous record of birthday function in order fo 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 ‘iso used fo 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 thon 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. IFany 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 moleralis copyight protected ond s properly ol Donel G, Fuchs and Slephan Faesler Reproduction withou! pemision isprohtiled, 15 18. Nog) Fresional Hotel Managoment.S.Chand & Compory Ltd. 197Food & Beverage Hotels & Resorts Standard Operating Procedure Update: 25.06.08 / DHR-CO-F8S-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 ete. It is important that all details are clearly listed and completely explained to avoid further issues. Should the proposal emoi/letter/fox 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: - Changes are made on the contract (by the client) and the client retums 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. 3.9 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 ail 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 Orders filed in a function fie. Amendmenis 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 tefunded 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 porty a lost-business report is to be filedtin. 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 moleralis copyight protected ond s properly ol Donel G, Fuchs and Stephan Faesler Reproduction withoul pemisionispontiled, 16 18. Nog) Fresional Hotel Managoment.S.Chand & Compory Ltd. 197Food & Beverage Hotels & Resorts Standard Operating Procedure Update: 25.06.08 / DHR-CO-F8S-SOP-250 F&B Banquet Operation Manual 3.12 Banquet Expressions Expressions which regularly used in banqueting: - Podium: The speaker's 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 fo the number of drinks, served and ‘re charged to the master account of the function, or the parly 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/palicy). 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 parly 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 client's signature to confirm, the function order is each fime 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 orgonizational structure). = 10-days forecast: To be made weekiy, distributed to all concemed 1 month forecast: To be made by-weekly, distributed to all concemed. 3.15 Client History Card For every client where future or repeat business is possible a history card is to be created and kept up- to-date, archived in chronological order. ‘ This molerialis copright protected ond s properly ol Donel G. Fuchs and Slephon Faesler Reproduction without pemision is prONUTed, 17 18. Nog) Fresional Hotel Managoment.S.Chand & Compory Ltd. 197Food & Beverage Hotels & Resorts Standard Operating Procedure Update: 25.06.08 / DHR-CO-F8S-SOP-250 F&B Banquet Operation Manual 4. Setup of Function/Events Banquet (Pre) Setup - Chairs (remove with a chair caddy} and tables are moved to the function room, 6 to 8 hours prior fo the function’s start. - Trolleys are used fo 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 double- jobs - 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 fables, chairs and amenity setups ore in-ine with the concept of the event. Visual cicles must be clean, properly working ad completed with its necessary accessories. - Head fables for meetings have full amenities set. - At the end of every function chairs must be stacked-up and returned to the store area 4.1 Registration/Reception - Table with table cloths or a wooden registration desk - Flower vases, garbage bin, full amenity setup as requested, 4.2. During Refreshment Breaks Align all chairs. - Clean floors and rearranged table top setup. = Do not cisturb business papers, briefcases, folders, books or other equipments not belonging to the hotel. - Replace all dirty glassware, 4.3 Banquet Bar - Setup of Cash bar with an extra table and chair for cashier(s), petty cash, register as per standard. 4.4 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, L- shapes, hollow squares etc. ‘This molerialis copyight protected ond s properly ol Daniel G, Fuchs and Stephan Faesler Reproduction withoul pemision ispohtiled, 18 18. Nog) Fresional Hotel Managoment.S.Chand & Compory Ltd. 197Food & Beverage Hotels & Resorts Standard Operating Procedure Update: 25.06.08 / DHR-CO-F8S-SOP-250 F&B Banquet Operation Manual Half-round and quarter-round fables can be arranged fe from ovals, $-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 Scm off the floor. Skirting is not adequate in modem. bonaveting, 4. Flower Arrangements - Types of Arrangements Table flowers, bouguels, arches and garlands for weddings ore arranged and prepared by the Florist stated on the Function Order. VIP Flower Setup - A VIP setup should be indicated by listing the specifications on arrangements in the column 'Flowers/Florist of the Function Order. 47° 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 fo the date of the function so as to give sufficient time for preparation. Foam lettering is prohibited due to environmental reasons, 48 Meeting/Function Rooms Requirements depend on extemal 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 fumiture ond facilities, including builtin A/V cide equipment, adjustable engineering services, large furniture storage areas and efficient F&B services. Maximum flexibility is provided by slicing or folding partitions into separate areas, each self- contained having separate entrance and independent service facilities. Movable portion must provide @ high degree of sound insulation and this involves special attention to the design panels, joints and supports. In addition, lighting, air-condifioning, sound systems and other engineering services must be capable of separate operation and contre! with provision for balancing when the toom condition change. One method of increasing space utilization is to combine daytime use of rooms for small business meetings etc. Rooms for muiti-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 swiveling bed recesses, convertible divans, closets for clesks and furniture. Meeting rooms should be directly accessible from the main or a second lobby. Large ball fooms/function rooms should be located near the street approached through stairs or elevators ‘This molerialis copyight protected ond s properly ol Donel G, Fuchs and Stephan Faesle. Reproduction wilhoul pemision isponEiled, 19 18. Nog) Fresional Hotel Managoment.S.Chand & Compory Ltd. 197Food & Beverage Hotels & Resorts Standard Operating Procedure Update: 25.06.08 / DHR-CO-F8S-SOP-250 F&B Banquet Operation Manual leading directly to the entrance foyer. Separation from the guest rooms is important to faciitate 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. ~ _Infer-changeable. - Replaceable. = Linkaible to form rows. - Resistant to marking. - Durable resisting, scraping and impact. - Inline with the character of room and hotel/resort ‘Aso, 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 fumishing are moveable. Special requirements for meeting rooms: ~ Dance floors Band stages, stands and equipment AN equipment: - LCD Projectors, Plasma TV's/LCD TV's = Builtin or moveable PA speakers ~ Slide projectors, tape speaker extension - CD/DVD/MPEG/XVID/HDTV/HDD/USB Players - Microphones, wireless microphones ~ Projection screens (moveable or builtin) - Pin board, display board, fiip charts = Remote lighting and air-control - Portable closed circuit TV/Camera and projection equipment - CCTV surveillance - Control room of moveable control panels/switch boards - DJsets/turntables - Additional special lighting equipment for show performances etc. 4.9 Conferences and Banquets ‘This molerialis copyight protected ond s properly ol Daniel G, Fuchs and Stephan Faesler Reproduction wilhoul pemision ispohtiled, 20 18. Nog) Fresional Hotel Managoment.S.Chand & Compory Ltd. 197Food & Beverage Hotels & Resorts Standard Operating Procedure Update: 25.06.08 / DHR-CO-F8S-SOP-250 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 leaming which participants received These elements are out of the control of the Hotel Management. Arrangement for Conferences Organizers ond leaders of such meetings are likely 10 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 sett - Malortty of group anival/departure. late arrivals, release of reserved rooms not taken-up. Type of arrangement/event: - Wedding, dinner, meeting, funeral, anniversary, conference etc. Attendance to be ascertcined: Total number of guests expected, plus wives/children/relatives (if any). + Total number of participants. + Total number of adults and children Ovemight 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 ett. ~ 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 faciities, starting and finishing times of meals and breaks, venues of meals and breaks. Conferences and Banquets - continued Basic costs: ‘This moteralis copyight protected ond k properly of Donel G, Fuchs ond Slephon Faessler Reproduction wihoul peminion ispohtiled, 21 18. Nog) Fresional Hotel Managoment.S.Chand & Compory Ltd. 197Food & Beverage Hotels & Resorts Standard Operating Procedure Update: 25.06.08 / DHR-CO-F8S-SOP-250 F&B Banquet Operation Manual Double rooms, single rooms, Suites, Executive Floors, Children rates, conference roomls) ‘additional room(s). business centre and its factities, parking. drinks (‘open bar’ or ‘by consumption’), main meals, breaks, coffee/tea service. Other services to be costed: Provision of special equipment, i. projector, microphones etc. - Provision of personne! 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 lst of facilities is helpful and may list as the following - Shops and stores within the property or nearby - _ Kids activities (chargeable or free} - The hotel's/resort's 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 siting faciities. ~ _ Avcilabilly 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 - Ifa 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 drown 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 ‘ This moleralis copyight protected ond s properly of Donel G, Fuchs and Stephan Faesler, Reproduction withoul pemisin spoiled, 22 18. Nog) Fresional Hotel Managoment.S.Chand & Compory Ltd. 197Food & Beverage Hotels & Resorts Standard Operating Procedure Update: 25.06.08 / DHR-CO-F8S-SOP-250 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 fiends not participating the event/function. A list of facilies is helpful and may list as the following: = Shops and stores within the property or nearby - _ Kids activities (chargeable or free) ~The hotel's/resort's restaurants and leisure facilities. - Theatre and cinema program, - In-house DVD movie program (if applicable). = _ Excursion arrangements specially tailored for this group. - All transportation facillies available. - Baby sitting facilties. - Availabilty 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 cir 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. ts important that distractions of all kind are avoided. Chairs - Chairs shall be comfortable with semi-padded seating but without front edge. The speaker's Chair should be always brighter-colored fabric to keep the attention of the audience's 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-lopped 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 arod underneath for the feet to rest. Platform, ‘ This moteralis copyight protected ond 5 properly ol Donel G, Fuchs and Stephan Faesler Reproduction withoul pomision isprohtiled, 23 18. Nog) Fresional Hotel Managoment.S.Chand & Compory Ltd. 197Food & Beverage Hotels & Resorts Standard Operating Procedure Update: 25.06.08 / DHR-CO-F8S-SOP-250 F&B Banquet Operation Manual = Araised 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: ~ Sealing slyles (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? + Isthere space for coffee breaks in the room oF wilt 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. = Aplatform - Apresiding officer's table and chairs. - Alighted lectem (either table or floor type). - Agavel - Water (bottled) and glasses on the speaker's table. Ablack board/tlip chart/white board. - Chalk/Pens. - Aneraser. Apointer. - Anational flag {for public gathering}. - AV tools. - Any other latest sophistication, ~The hotel logo/wording on the back (drop). Key Points: ~ Entrance and exit facilies for material and properties, as well as guests, facilitating movement without delay. ~ Provision for adequate perking varies for guests and meeting sponsors. - Provision of safety features including propery marked fire exits, property fused circuits, ‘adequate floor load capacily and flame-proofed dropiers. ~ 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. ‘This moleralis copyight protected ond s properly ol Donel G, Fuchs and Stephan Faesler Reproduction withoul pemision is pontiled, 24 18. Nog) Fresional Hotel Managoment.S.Chand & Compory Ltd. 197Food & Beverage Hotels & Resorts Standard Operating Procedure Update: 25.06.08 / DHR-CO-F8S-SOP-250 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 lectem 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 toa minimum, In smaller Hotels/Resorts, it is uneconomical to own meeting equioment which is very costly. The Hotel/Resort should consider arranging needed equipment with local supplies on a rental basis/contract. This may include the following equipment: - Sound projectors, LCD Projectors, Slide projectors, PA Systems. 4.12 Outdoor Catering (Oft-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 uilization of its equipment and associates. A full and comprehensive sales service such as, meals, drinks, confectionary, tobacco, kiosk, merchandises elc. 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 - Availabilty of associates and equipment/facilties Outdoor Catering (Off-premises Catering) - continued An important note in this reaard: 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 - Availabily 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) ‘ This molerialis copyight protected ond’ properly ol Donel G, Fuchs and Stephan Faesler. Reproduction withou! pemision ispohitiled, 25 18. Nog) Fresional Hotel Managoment.S.Chand & Compory Ltd. 197Food & Beverage Hotels & Resorts Standard Operating Procedure Update: 25.06.08 / DHR-CO-F8S-SOP-250 F&B Banquet Operation Manual Kiosk and merchandise stand/booth = Time allowance for setting up catering units and dismantiing - 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-extemal PR/DVD camera team ete. - 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; Buttet service/Service by plate (table service]/Takeaway Service/ Supply of hot dishes/Beverage service - Clearing and cleaning facilifies (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! ‘This molerialis copyight protected ond s properly ol Daniel G, Fuchs and Stephan Faesler Reproduction withou! pemision spoiled, 26 18. Nog) Fresional Hotel Managoment.S.Chand & Compory Ltd. 197Food & Beverage Hotels & Resorts Standard Operating Procedure Update: 25.06.08 / DHR-CO-F8S-SOP-250 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 seling depariments. Sales of goods and services not sold in the ordinary course of business by any seling depariment 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; f such sales are only occasional, or if the profit on them is negigible or not practically determinable, the sales should be credited to the various expenses ‘accounts fo 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/Fiorst.. 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 Banguet 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 fakes place in a separate kitchen and bor. The revenue and the direct costs can be ascertained with accuracy. The main records include: - function agreement, which summarizes the arrangement for each function. Atunction diary, which lists details of all functions in date order. -_Afunction chart, which provides a visual record of all functions arranged for a period ahead. - _ In-house information and restriction lst, The revenue and the direct costs con 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 equigment - Other labour - Printing and Stationary ~ Souvenirs and favours - Rentals of equioment - Miscellaneous ‘ This molerialis copright protected ond 8 properly ol Daniel G, Fuchs and Slephon Faesler Reproduction without persion is pONUled, 27 18. Nog) Fresional Hotel Managoment.S.Chand & Compory Ltd. 197Food & Beverage Hotels & Resorts Standard Operating Procedure Update: 25.06.08 / DHR-CO-F8S-SOP-250 F&B Banquet Operation Manual 5.3 Expenses Music and Entertainment - Music ond Entertainment hired for banquet purposes. Decorations Cost of flowers, plants and decorations purchased for banquet purposes and charged to banquet engagers. f, however, the hotel/resort operaites a florist department, the sales and ost of fiowers, 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 witing. spotlights. moving pictures projectors, PA and A/V equipment, material and labour furnished by the mechanical department. 5.4 Other Incomes 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 nese 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 deparimental ‘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 eams interest on bank deposits and other investment of spare funds Foreign Exchange ‘This moleralis copyight protected ond s properly ol Donel G, Fuchs and Stephan Faesler Reproduction withoul pemision pontiled, 28 18. Nog) Fresional Hotel Managoment.S.Chand & Compory Ltd. 197Food & Beverage Hotels & Resorts Standard Operating Procedure Update: 25.06.08 / DHR-CO-F8S-SOP-250 F&B Banquet Operation Manual Foreign currency and traveler's 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 d fo this accour The following incomes received as commissions are cre ‘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 eamed 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, ‘ This moleralis copyight protected ond s properly ol Donel G, Fuchs and Stephan Faesler Reproduction withoul pemisionispohtiled, 29 18. Nog) Fresional Hotel Managoment.S.Chand & Compory Ltd. 197Food & Beverage Hotels & Resorts Standard Operating Procedure Update: 25.06.08 / DHR-CO-F8S-SOP-250 F&B Banquet Operation Manual 6. Payment Arrangements 6.1 Types of Payment Statements (Bill) = Food bil/payment statement Beverage bill/payment statement - Miscellaneous bill/payment statement: * Room rental + Equioment rental «Miscellaneous Charges 62 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/staied 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 fo the Finance Department for debit note issuance. Upon receipt of the deposit, c 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 creait 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, biling after departure may be granted to credit worthy and rusted client accounts. In such case, a leller/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 & 8 expenses should be recorded on a control ist and passed fo Finance Department for receipt issuance and recording. 65 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. ‘This moleralis copyight protected ond s properly ol Daniel G, Fuchs and Stephan Faesler Reproduction wilhou! pemisin ispohtiled, SO 18. Nog) Fresional Hotel Managoment.S.Chand & Compory Ltd. 197Food & Beverage Hotels & Resorts Standard Operating Procedure Update: 25.06.08 / DHR-CO-F8S-SOP-250 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 shail 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 aclaress - 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 hotel’s/resor''s policy} corresponding fo the date of invoice. 7. Event Forecasts & Reports ‘This moleralis copyight protected ond k properly of Donel G, Fuchs ond Slephon Faessler Reproduction wihoul peminion isprohtiled, 3) 18. Nog) Fresional Hotel Managoment.S.Chand & Compory Ltd. 197Food & Beverage Hotels & Resorts Standard Operating Procedure Update: 25.06.08 / DHR-CO-F8S-SOP-250 F&B Banquet Operation Manual 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&8 Team responsible to follow-up on the event, In addition, & 10-doys forecast is 10 be distributed to the Department Heads. Furthermore, the monthly report is to be distributed fo the GM/RM/EAM and to all Department Heads conceming 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 - Otherincome 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 shail 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 ‘ This moleralis copyight protected ond s properly ol Donel G, Fuchs and Stephan Faesler Reproduction withoul pemision ipohtiled, $2 18. Nog) Fresional Hotel Managoment.S.Chand & Compory Ltd. 197Food & Beverage Hotels & Resorts Standard Operating Procedure Update: 25.06.08 / DHR-CO-F8S-SOP-250 F&B Banquet Operation Manual % Prior to the commencement of each event, the Banquet Manager/Supervisor/Captcin 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 checkist for the final inspection (use specific check list attached): Check room for the proper number of fables and chaits, table numbers, directional signage, seating floor plan. Check room to ensure that the proper equipment is in place, such as spotlights, overhead projector side 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, igh level, air-condilioning 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, trioping hazards. such as carpet. microphone with flower arrangements or other combuslible décor. - Check the restroom facilities to ensure that they are operational and clean. = Make sure all associates [including casval labour) are on time, in proper uniform and groomed ‘and familiar with their assignments Sequence of Banquet F&B Service Breakfast ‘This molerialis copyight protected ond s properly ol Daniel G, Fuchs and Stephan Faesler Reproduction withoul pemision ispohtiled, $3 8, Nog Presional Hotel Manogemert.5.Chand & Compory Lid. 1997