SUPER BREAKFAST

T H E N E W S TA N D A R D

AUGUST 2015
 CONTENTS

CONTENTS
SECTION 1 – INTRODUCTION. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . P03
SECTION 2 – OBJECTIVES. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . P05
SECTION 3 – STORY & PRINCIPLES. . . . . . . . . . . . . . . . . . . . . . . . . . P07
SECTION 4 – THE GUEST EXPERIENCE. . . . . . . . . . . . . . . . . . . . . . P10
– THE SENSORY JOURNEY
– FOOD
– UNIFORM
– TABLE TOP
– SERVICE
SECTION 5 – OPERATING COSTS. . . . . . . . . . . . . . . . . . . . . . . . . . . P39
– STAFF PLANNING
– FOOD COST
– OPERATING SUPPLIES & EQUIPMENT
SECTION 6 – BUFFET LAYOUT . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . P49
– ZONING PLAN
– GENERAL PLAN
– ENTRANCE AREA
– ENTRANCE - EXIT THE LOVE OF SCENT
– AMBIENT COUNTER
– DRINKS – AMBIENT COUNTER
– FOOD – AMBIENT COUNTER
– COLD COUNTER
– HOT COUNTER & SHOW COOKING
– TABLE SET-UP

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INTRODUCTION
SECTION 1
 INTRODUCTION

INTRODUCTION
“WHAT NICER THING CAN YOU We hope our new offering shows some careful thought as a
deviation from the norm; it’s designed to be comfortable and to
DO FOR SOMEBODY THAN MAKE tell a story - but it may also take you on a bit of a journey.
THEM BREAKFAST?” In keeping with most of Blu’s food offering, it has refined nature
Anthony Bourdain at its very heart. Key themes include:
• Enlightening
• Unexpected
Breakfast is often considered our most important meal:
designed to help us rise and shine, it should give a great start to • Anticipation
great day. It’s also usually the final meal a guest enjoys with us
before checking out, so it’s vital it creates a really positive and • Honest
memorable impression, both of our individual hotels and • Natural
of our brilliant Radisson Blu brand. An industry-leading breakfast
offer has played a major role in Blu’s brand proposition for many
years - and the Super part of the title has become a benchmark
The quality-driven breakfast is born from the values of Radisson Blu
for many of our competitors.
as a brand. So the core of the decision-making process is:
However, we know that our guests’ tastes and preferences
• Stylish
continuously change and evolve. So we’ve now re-analysed what
the sophisticated modern traveller really wants and expects, • Iconic
then re-evaluated what we at Blu actually deliver, to ensure that,
moving forwards, we’re 100% satisfying our guest’s desires and • Sophisticated
expectations.
The result?
Welcome to the great, new Radisson Blu Super Breakfast….

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OBJECTIVES
SECTION 2

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OBJECTIVES
INCREASED GUEST SATISFACTION ENHANCED QUALITY
Super breakfast is about perception - and how
this is shaped by a mix of senses, not just by taste.
Trials held at the Radisson Blu Strand Hotel, the
459-room Radisson Blu Royal Viking Hotel in
Stockholm and the Radisson Blu EU Hotel in
Brussels have produced encouragingly positive
guest satisfaction scores.
Our updated range is designed to allow for
quality enhancements and for the creation of
a true sense of place: Blu’s new Super Breakfast
should reflect the locality - or the key client
groups - of each individual hotel. The reduction
in the number of items, and the increased
local flexibility, are intended to create a better
quality of product.
The model will allow for future developments
in our product range and enhanced visibility on
cost impact: if you increase the quality and cost
of an item, you’ll be able to assess the overall
cost impact.
OBJECTIVES
REDUCED COST
The reduction in the number of product lines
and our new style of presentation has resulted
in cost reductions in both Super Breakfast trials
to date. The number of items has dropped
from around 140 to just over 90, depending
on the location.
Efficiencies are created by using seasonal
and locally relevant items. And our new style
of presentation is designed to prevent
over-consumption.
Area Chefs will create geographically based
standards and authorise local variations.
The number of items will remain as
a minimum standard: it can be increased
as required by a particular location or
market mix.
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S TO RY & P R I N C I P L E S
SECTION 3

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THE STORY
“I ALWAYS HAVE BREAKFAST, SAY,
SCRAMBLED EGG WHITES, A
VEGETABLE SMOOTHIE, OR
WHOLE-GRAIN CEREAL WITH
LOW-FAT MILK.”
Beyoncé Knowles
Radisson Blu is renowned for its market-leading, award-winning
Super Breakfast. We realized a long time ago that grandmother
really was right: breakfast is the most important meal of the day…
so we set about creating a deliciously relevant breakfast range that
would amply satisfy our guests’ morning needs.
Breakfast remains the most conservative of meals. But, of course,
tastes and expectations continuously change and our stylish
modern guests want different things…
To discover exactly what it is our guests now want, we spoke
to them directly. We also thought about the much-discussed
generational shift: more of our guests now span different
mindsets and we took this on board when making the changes
to our offering. We also considered what future trends might be.
STORY & PRINCIPLES
In short, this was an exercise in co-creation - but with an added
sprinkling of anticipation, working on the premise that sometimes
people don’t know what they want until you show it to them!
So we showed them what we were proposing and we listened to
what they said. We than made some changes. Exhausted? Yes, so
were we! But here, in a nutshell, are our guests’ ‘I want’ highlights:
• A sense of place - food that represents the locality, not just
an international hotel version of breakfast anywhere. While the
quality remains consistent, the components of Blu’s new Super
Breakfast vary slightly from place to place.
• An emphasis on quality – offering the best products
we can find - including that staple that so many get wrong,
really fresh orange juice. We’ll continue looking for great
produce wherever we operate, ensuring our standards keep
on improving.
• Health considerations - low fat, low sugar options with
food intolerance are factored in: we present Blu’s new Super
Breakfast in sections and we’ve trained our team to know
exactly what’s what.
• Beautiful presentation that touches all the senses.
We’ve invested in gorgeous, stylish plates, sophisticated, scents
and other lovely stuff.
• I want what I want - and I want to steal a banana on
the way out! We’ve always been pretty good at delivering on
this. Yes I Can! means what it says - so Blu offers a menu that
promises: “if we’ve got it, it’s yours!’.
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 STORY & PRINCIPLES

PRINCIPLES – INTERNAL COMMUNICATION

“TO ME, THE SMELL OF 1. PRESENTATION IS EVERYTHING
- signage, OS&E
FRESH-MADE COFFEE
2. SEASONALITY IS ALWAYS A CONSIDERATION
IS ONE OF LIFE’S
3. LOCALITY CONVEYS A VITAL SENSE OF PLACE
GREATEST INVENTIONS”
4. WE CARE AND WE SHOW IT!
Hugh Jackman - Great options for the health-conscious
- Continuously-changing content on a locally-driven
à la carte section
- If it’s in the fridge, it’s yours!
- We tailor our product range to suit our guests
- We work to reduce waste
5. GREAT QUALITY CORE ELEMENTS
- Excellent coffee, teas, fresh orange juice, Morning Mary,
hot smoked salmon

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THE GUEST EXPERIENCE
SECTION 4

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 THE GUEST EXPERIENCE

THE SENSORY JOURNEY

All 5 senses play a critical role in our guests’ perception of
any experience – and their memories related to it. So meals
are not simply about the taste of the food: every sense
comes into play as our guests enjoy breakfast.
Blu’s iconic new Super Breakfast offers multiple sensory cues
in both the set up and in the room, including the entrance,
layout, lighting, interior fixtures and furnishings, music,
fragrance and temperature. All contribute and complement
each other, creating a delicious complexity of perception.
It’s therefore essential that you really think about the role
played by all the senses - and set up your breakfast space
to satisfy each of them accordingly.

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 THE GUEST EXPERIENCE

• Sight: Appealing • Hearing: The • Smell: Gorgeous • Touch: The • Taste: Great
colours; warm right music at the scents associated smooth feel of quality produce
organic layouts; right time with or comple- proper linen* confirms the
the deli feel; menting food – rather than perception shaped
uniform and disposable paper; by the initial
tabletop design wood; ‘organic’ sensory experience
tableware and the
tactile interactivity
of creating your
own food or
pressing an orange

AUDIOCEPTION
SCENTS - FRAMING - RIGHT MUSIC TOUCH – THE FEEL OF VISUAL PERCEPTION
INITIAL PERCEPTIONS CONTENT & TONE WOOD, LINEN & STONE – HOW IT ALL LOOKS

*We recommend a taupe, loose-weave style, almost hessian in look. EMEA 08/15 12
 THE GUEST EXPERIENCE

THE LOVE OF SCENT

Scent has a huge impact on the way our brains perceive
things – we’re ‘trained’ to react to wonderful smells. And yet,
all too often, they get forgotten…
Scents create a sense of perception and identification. And
now Blu has teamed up with experience psychology experts
to ensure we use the ‘right’ smells for breakfast. We’ve
chosen the delicious Mélange de matcha (pink berries, black
tea and matcha) and Eclat d’orange (mandarin, strawberry,
peony, patchouli & musk).
The optimum place to use scents is at the entrance to the
breakfast area - even if it’s a temporary one. As guests pass
by, the scent produces a pleasing reaction in their brains,
making the memory association: this is good.
Our breakfast scents come in the form of scented candles
and reed diffusers - part of the breakfast OS&E list on
RezPIN.

SCENTS SHOULD BE PLACED BY THE

GREETING STATION AT THE ENTRANCE

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 THE GUEST EXPERIENCE

FOR THE LOVE OF MUSIC

“WITH THE RIGHT Just like scent, music is a powerful memory stimulator. Great music
– it doesn’t have to be ‘our’ music – with the right tone will help shape
MUSIC, YOU EITHER perception and the feeling: this is good!
FORGET EVERYTHING Blu has teamed up with MusicStyling to deliver content that perfectly
OR YOU REMEMBER complements our new Super Breakfast. And it’s all easily found on
our Breakfast Channel.
EVERYTHING” But remember, content is only half the battle: volume, tone
and knowledge are equally important.

So please make sure that:

• Your sound system can deliver the right tone. Check Radisson Blu
technical standards.
•T
 he volume is right: this is highly subjective and varies according
to ambient noise. The appropriate level is best achieved by having
a group of Servers trained to listen and assess what’s right for the
space.
•Y
 our Servers know about the content of the playlists. This is just as
much an essential part of product knowledge as the food they serve.

ONE OF THE ONLY ACTIVITIES THAT ACTIVATES, STIMULATES

AND USES THE ENTIRE BRAIN IS MUSIC
FACT

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 THE GUEST EXPERIENCE

THE FOOD
At Blu, we all share a deep appreciation of the collective role we KEY BLU SUPER BREAKFAST BUFFET FEATURES INCLUDE:
play in the health of our environment – and of our guests.
Our Chefs, Procurement teams and supply partners use local • Freshness of products – with food cooked in smaller batches
artisans, organic farmers and sustainable fisheries, helping us to and frequently replenished
deliver authentic and appealing cuisine to our sophisticated guests. • Clean, ‘market-style’ presentation
This collaboration between our talented chefs and our trusted
partners is designed to create memorable food experiences that • Seasonally updated menus
celebrate wellness and sustainability.
• Organic, more natural, less processed foods, e.g. cereals,
A brilliantly executed breakfast experience can positively enhance cold cuts and yoghurts
guests’ perceptions of every hotel. The breakfast buffet
• Environmentally-friendly options – keeping mono-packaging
should be a top priority because it’s one of a hotel’s highest
to a minimum
impact areas.
• Living things – plants, trees
Buffet set-up, merchandising and styling is a central part of the
breakfast training but every hotel and every buffet solution is • Appetisingly presented with breakfast in mind – so no
currently different. If you don’t have the expertise in house to wine bottles, oil and non-food decoration
merchandise this area to meet the styling direction, we recommend
you hire a stylist to assist: this is a specialist skill, after all.

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 THE GUEST EXPERIENCE

THE PERCEPTION OF
FRESHNESS
Freshness, Style and Deli are the key messages for
Blu’s iconic Super Breakfast. WHAT DO OUR GUESTS WANT?
Our guests rate coffee and juice as the most important
part of the breakfast experience. So the addition of an
1
orange press, a wooden box of fresh oranges – along
with superb quality fresh orange juice - helps to shape 2
perception, giving guests a choice and introducing
3
an element of tactile interactivity.
4
Don’t worry about possible unmanageable queues of
people waiting for the press: every indication shows that 5

only a handful of people will actually want to use it! 6

10

11

12

13

14

15

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 THE GUEST EXPERIENCE

WE CARE
& WE SHOW IT
An average hotel uses almost a ton of pre-cut, salted and
smoked salmon every year!
But, all too often, consumption of sliced produce is not about
what the guest actually wants - but about how we arrange it on
a platter: if 3 slices come away when a guest really aims to take
only 1, all 3 will end up being consumed.
There’s also often a tendency to serve sliced produce on
white platters with random garnishes, which are frequently
irrelevant to the guest.
So we now use attractive whole cheeses and sides of smoked
salmon in our new Super Breakfast. Our guests told us they
preferred this approach: it puts them in control and offers a
better quality product, in keeping with what they enjoy.
This service style reduces wastage as well as consumption levels:
uneaten, refrigerated items can be trimmed for the next day.
Top quality service equipment is obviously important - so you
must have the right knives, slices, tongues and spoons to
complete the picture. This way, the guests will find it easier to take
portions that suit their appetites.

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 THE GUEST EXPERIENCE

LOCALITY & THE SENSE

OF PLACE
Food and drink traditions date back thousands of years, forming When your offer is finalised and has been checked to ensure it
a key part of a country’s culture and identity. follows Blu’s Super Breakfast principles (see page 9), forward it to
the Area Chef for approval. You’re then all set to start serving and
Our guests tell us they want to enjoy a real sense of place in our delighting your guests...
hotels. And there’s no better way to uphold traditions and proudly
shout ‘Locality!’ than by making them an integral part of Blu’s new
Super Breakfast offer.
The Chef, supported by the Area Chef, should identify the dishes
that are a MUST. These can then be highlighted when adapting the
standard Area menu.

SCANDINAVIAN TRADITIONAL SMØRREBRØD AT THE

RADISSON BLU ROYAL VIKING HOTEL, STOCKHOLM

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THE FOOD
SAMPLE MENU BASED ON THE RADISSON BLU EU HOTEL, BRUSSELS
The drinks
Morning Mary & garnishes /
fresh oranges & press / fresh
orange juice / grapefruit juice
/ wild water / still & sparkling
water / tea corner with a
minimum of 4 loose & 4
teabags / coffees
Dairies
Whole fat, semi and skimmed
milk / natural plain and sugar
free yogurt / seasonal fruit or
vegetable smoothie / soya milk
Cereals, fruits, nuts
and seeds
Fruit salad / 4 whole fruits to
include bananas and 2 seasonal /
sliced lemon / 3 different
types of organic gluten-free
mueslis / pumpkin seeds /
cashews / linseeds / sunflower
seeds / dried apricots / dried
prunes, raisins and a seasonal
fruit compote set next to the
yoghurt
Cheese
A local brie or a soft whole
wheel / crumbled cottage /
local sliced / soft goat’s cheese
Fish / meats /
mustards / pickles
& vegetables
Hot smoked salmon side /
local gammon ham / local
salami / turkey ham / local
mustard / sliced cucumber /
cherry tomatoes / radishes /
peppers / oven-dried cherry
tomatoes / stone-in, good
quality black olives / avocado
oil / chilli oil / olive oil /
gherkins / pickled vegetables /
pink Himalayan salt / sea salt
flakes
Hot
Streaky bacon / sausages / eggs
en cocotte / warm waffles /
quiche of the day
THE GUEST EXPERIENCE
Jams / Spreads
Strawberry jam / apricot
jam / orange marmalade /
salted butter on the table* /
margarine on request / hard
honey / soft flower honey
Bakeries
Croissant / pain au chocolat /
pain aux raisins / pain levain / a
selection of 3 bread rolls / dark
loaf / multi grain / rice crackers /
Finn crisps / cookies / fennel
seed and muesli muffin
* Note: some countries
require butter to be portioned
and / or refrigerated
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 THE GUEST EXPERIENCE

WHAT WE’VE COME FROM

– SUPER BREAKFAST 2007

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SUPER BREAKFAST 2007
• When done properly, it was a great breakfast aimed at
appealing to “everyone’s” breakfast tastes.
• An extensive range of more than 140 items.
• Relatively labour-intensive preparation - number of items,
lots of layered slices.
• High consumption levels - “I want 1 slice of cheese but
3 come away”.
• Simple, monochromatic presentation for today’s ‘visual’
traveller - white & chrome with very little accessorisation.
• High levels of wastage - sliced items, cut fruits.
• Little consideration for the senses other than sight
(of food) & taste.
• Bland, ‘corporate’ signage.
• Presentation props and service equipment have
not evolved.
• High cost related to number of items and waste led to
an erosion of quality of the things that really mattered
e.g. orange juice, coffee, fruits.
THE GUEST EXPERIENCE
SUPER BREAKFAST 2015
• Stylised, merchandised deli feel with touches of locality.
• Standardised OS&E designed to evolve over time and
that’s designed to migrate into use elsewhere in the
operation e.g. M&E.
• Playing on the senses - visual, tactile, evocative scents.
• Props playing their part e.g. orange juice press, herbs,
scent diffusers, fruit boxes.
• Increased quality e.g. fresh orange juice, salmon,
cold cuts, cheeses.
• Signage designed to raise a smile.
• Ease of production - fewer items, less slicing.
• Reduced wastage.
• Reduced cost.
• Marginal increase in labour requirements because
of ‘to-order’ items – this does not mean more people,
just that breakfast chef has to do breakfast.
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 THE GUEST EXPERIENCE

SUPER BREAKFAST 2015

Get inspired. Find more images around presentation in our Imagebank > Radisson Blu > Super Breakfast. EMEA 08/15 22
 THE GUEST EXPERIENCE

SUPER BREAKFAST 2015

- HOT
• Warm items presented attractively using ‘little & often’ refill method.
• Quality sausages and bacon (streaky in most markets) are core items.
• Chafing dishes are in operation in many operations but the preferred
option to migrate to as part of any buffet upgrade is to specify built-in
induction warming plates with covered dishes (see Radisson Blu buffet
technical standards).

• Eggs served in a format that holds on buffet e.g. ‘en cocotte’.

• Scrambled eggs served à la minute as they don’t hold on a hot buffet.
• Boiled eggs served in hay.
• Some hotels have egg-cooking stations - it is preferable to service this
from à la carte menu rather than have guests queue and wait.

• Locally-relevant items are agreed with Area Chef.

• Interactivity, theatre and point-of-difference is applied wherever possible:
in this case the pancakes are accompanied by maple syrup in ‘laboratory’
glassware and have the fun of ‘strawberry paint’ complete with brush.

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 THE GUEST EXPERIENCE

SUPER BREAKFAST 2015

- DRINKS
• Fresh orange juice is a core item which must appear on any Blu Super
Breakfast (local Procurement will specify).
• The fresh message is reinforced by the orange press which is a standard.
• Chilled juice should be replenished regularly.

• ‘Morning Mary’ station is a standard item in all Areas.

• Conveying a sense of freshness with a colander of fresh tomatoes.
• Tactility, interactivity and theatre is conveyed by self-assembly Virgin
Marys.

• 3rd juice is locally selected according to market preference.

• Wild water is a standard item.
• Smoothies are presented in bottle racks as orange juice with marble-
chilled base, with individual portions set out in marble tray.

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 THE GUEST EXPERIENCE

SUPER BREAKFAST 2015

- CEREALS
• Cereal selection is a locally-driven item. • Seeds, nuts and dried fruits are displayed in pots.
• Mueslis should be sugar-free and organic. • Fresh whole fruits can be used when in season.
• Cereals for children should displayed separately when required
(there is no need to have Coco Pops when the hotel is full of
grown-ups).

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 THE GUEST EXPERIENCE

SUPER BREAKFAST 2015

- CHEESES
• Cheeses can be sliced but are best served whole.
• This conveys freshness, authenticity and quality.
• It is important to select service utensils that are easy to use and look good.

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 THE GUEST EXPERIENCE

SUPER BREAKFAST 2015

- COLD FISH & MEATS
• Sides of hot-smoked salmon are core items in Super Breakfast.
• Salmon can be smoked in-house.
• Service equipment is important: sharp knife and cake slice.

• Cold meats should be locally-relevant.

• Stylish service equipment should be used - metal tweezers,
Laguiole steak knives.
• Condiments reflect the quality of cuts.
• Wooden board and parchment presentation imply quality,
deli and freshness.

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 THE GUEST EXPERIENCE

SUPER BREAKFAST 2015

- BAKERY
• Locally relevant.
• Displayed in bags, wire baskets and on boards.
• Consumption should be monitored to ensure ‘best-fit’ selection.

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 THE GUEST EXPERIENCE

SUPER BREAKFAST 2015

- FRUITS
• Signature bowl of fruit salad.
• Only one other type of cut fruit.
• Seasonal fruit.
• Whole fruits in boxes are easily accessible so that guests can
take a piece on the way out.

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 THE GUEST EXPERIENCE

SUPER BREAKFAST 2015

- ACCESSORISATION & STYLING
• Merchandising conveys the sense of ‘deli’ and ‘grocery’.
• Using plants and herbs is a key component adding to the scent sensation and conveying freshness.
• Accessories are locally-specific because of different design schemes but must reflect the principles.
• It is recommended that a professional food stylist is commissioned for initial set-up.

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 THE GUEST EXPERIENCE

SUPER BREAKFAST 2015

- SIGNAGE
• Conveys the sense of deli.
• Tells stories.
• Brings a smile to the reader’s face.

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 THE GUEST EXPERIENCE

SUPER BREAKFAST 2015

- COFFEE SERVICE
There are different expectations for coffee service wherever you go in
the world and many hotels are set up differently for this but our approach
is under-pinned by what our guests have said they want at breakfast:
GREAT COFFEE.
That tends to suggest the end of bulk-brew coffee which, let’s face it,
is never really very satisfactory.

For that reason, we recommend:

• Client-facing automatic, fast-serve bean-to-cup coffee machines.
AND
• Back of house automatic coffee machines for service
of coffee to order to table.
OR
• Cafétière service to order
OR
• Slow-drip coffee served with from the bar counter
OR
• Bulk-brew or pour-and-serve coffee as a back up

Note: All coffee equipment should be purchased as specified on

RezPIN. Note so-called ‘free-on-loan’ coffee supplier machines are
always reflected in the coffee price.
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 THE GUEST EXPERIENCE

UNIFORM

Every hotel has an individual uniform, designed to reflect the

palette of the interior styling.
Clothing should reflect our Radisson Blu brand and shape the
sensory perception. Our vibe is casual, contemporary, relaxed,
hospitable and stylish.
Uniform provision has not been included in the budget allowance
for Super Breakfast 2015 and you should ensure that you have
sufficient budget and approval before embarking on this.

GREAT LOOKS INCLUDE:

• LEATHER STRAPPED BIBBED INDIGO APRON
• OPEN-NECKED WHITE LINEN-MIX HIGH- NECKED
COLLARED SHIRT - LOOSE FOR FEMALES
• BEIGE TAILORED SKINNY CHINOS AND TAUPE
CANVAS FORMAL DESSERT BOOTS FOR MEN AND
THE LEATHER VERSION FOR FEMALE STAFF

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 THE GUEST EXPERIENCE

AT THE TABLE

The new table layout is designed to tick a number of essential

boxes, sending a very positive relaxed, casual and tactile message.
It’s also in keeping with our Responsible Business strategy – always
a Blu priority. So we’ve worked to reduce mono-packaging and cut
waste.
The table-centre and napkins are ‘must-haves’. But we also
recommend the set up with cups* to complete the appealing look
of our new Super Breakfast. The suggested set up adds life and
vitality, showing a bit of true Blu attitude that says: ‘We are not
your average hotel!’
If you’re in the process of changing your tableware, we’d like you
to go for the complete set up – it’s proved a real winner with our
guests.
The à la carte menu is, again, about shaping perception. It’s all
about choice and embodies our essential Yes I Can! ethos: “If it’s in
the fridge, it’s yours!” The menu content will be defined by Area,
by country or by hotel, all controlled by the Area Chef.
Don’t worry too much about the possible operational burden of
this offer: if the buffet is great, all our tests show that very few
guests will take you up on it...
* Note that cups come without handles reflecting the Asian
simplicity of tea service. Where the ergonomics of this is a concern
(“the cup is too hot”) a handled version is available.

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 THE GUEST EXPERIENCE

TABLE-TOP
SAMPLE MENU FROM RADISSON BLU
EU HOTEL, BRUSSELS

Hi th
To giv
we’ve p e you that
ere!
re gre
a sele pared a de at start to
c t i on of l ic the da
We alw
ays lik goodies ious breakfa y we
all n
to c s t menu
e to s
ay Yes hoose from for you eed,
just a ! so if in the as wel
sk. If the brea l
we’ve g re’s anything kfast area.
ot it,
it’s you else you fa
rs. ncy,

The M
CUTLERY PRESENTED IN ‘RANDOM’
French enu
toast w
FORMAT TO DENOTE NON-
Hot P ith ma
CORPORATE CASUALISATION orridg ple sy
e with rup
acacia
Eggs honey
MENU PRINTED IN-HOUSE USING STANDARD Fried,
boi led
AVAILABLE IN 1 OR 2-LANGUAGE FORMAT with a , scrambled
ON BRAND ARTWORK TOOL PRESENTED ON splash or poa
of holl ch
WOODEN CLIP-BOARD andais ed
e
Chima
y chee Omele
se, mu
shroom
ttes
- whic s, ham
hever , fre
combo sh herbs an
you wa d tom
nt atoes

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SERVICE
Although breakfast is a relatively simple meal to deliver, our
guests increasingly expect higher levels of service. They may be
helping themselves from the buffet - but this isn’t a cue for their
server to bring the coffee and then forget them! Attention to the
very smallest of details at every stage - from setting the table,
greeting guests, taking the order, refilling drinks, clearing tables and
producing the check at the appropriate time - greatly add to the
guest’s overall perception of breakfast and of value.
THE GUEST EXPERIENCE
SERVICE STANDARDS
•C
 learly defined, locally-driven order of service - always using
the guest’s name, instead of room number
• Trained-in SOPs, based on the order of service
• Defined service areas / stations to create ownership, while
always allowing for the ‘total football approach’ to help a
colleague
• Clearly defined mise en place to allow for rapid re-sets, with
stock levels set to make this easy
• Perfection on a table - no cracks, chips, tears, stains or holes!
• Opening hours should be set according to guest requirements
with a minimum service period
• Wherever possible, extend breakfast hours to prevent the rush
when it makes sense e.g. at weekends. You could use a message
like: Relax! Stay in bed… Breakfast is served until 1pm.
• Staffing set according to service hours e.g. don’t start the
Breakfast Chef at 5 am on a Sunday when breakfast starts
at 8 am
• Service team should be knowledgeable of country specific
allergen regulation.
EMEA 08/15 36
 THE GUEST EXPERIENCE

ORDER OF SERVICE

CHECK THE
WELCOME ORDERING SERVING BACK WRAP-UP
Seat / introduce à la carte or Drinks / Food On-going, Payment / Good bye,
any specific ‘is everything good?’ thanks for coming,
wishes / clearing have a good day

EMEA 08/15 37

STYLE OF SERVICE
• Passionate, personal, caring, natural, inspiring, attentive
• Approach guests and build a connection: move towards them as
you say: ‘Hi’. Invite them in with a natural smile. Introduce them
to the great choices available. And if they ask about what’s on
offer, explain the thinking behind our new Super Breakfast to get
them involved.
SEAT
• Personal, stylish, smart, attentive.
• Check how many guests will be joining the table and, if possible,
ask them where they’d like to sit. As you seat your guests, start a
conversation to make them feel cared for.
• Ensure lone guests are offered something to read if they don’t
have anything with them.
THE GUEST EXPERIENCE
INTRODUCE
• When your guests are settled, introduce yourself by your name
to establish a personal relationship. Let them know you’re
really happy to look after them. Offer your service, highlighting
some great things from the counter. Ask if they’d like any
recommendations from the à la carte.
• Use well considered questions to discover the mood of your
guests and find out what interests them, then make appropriate
and informed recommendations. Encourage guests to relax and
let them know you’re available for whatever they need.
• Serve coffee where appropriate. Check for satisfaction and clear
regularly.
GOOD BYE
• Personal, caring, natural, attentive, sincere.
• Make sure you always leave a great last impression on your
guests: Do they need further help? Have they enjoyed
everything? Thanks for coming. Hope to see you again soon…
EMEA 08/15 38
O P E R AT I N G C O S T S
SECTION 5

EMEA 08/15 39
 OPERATING COSTS

OPERATING COSTS
– THE HEADLINES
• Trials showed a decrease in consumption cost,
despite the increase in quality.

• Reduction in number of items from 143 to 91

• Reduction in Cost of Sales percentage from 31% to 25%
• Reduction in cost per cover from €3.90 to €3.13

• A simple productivity planner for staff scheduling is included

for hotels that don’t already have one.

• Operating equipment has been costed through Autenrieb

and a suggested ordering level is available to help you.

EMEA 08/15 40
 OPERATING COSTS

STAFF PLANNING
Click here to download from our Intranet library.

MON TUE WED THU FRI SAT SUN TOTAL INSTRUCTIONS:

1. Insert forecasted guests from forecast produced
FORECASTED GUESTS (FROM PREVIOUS NIGHT) FROM 14-DAY FORECAST 200 300 400 450 300 100 500 2250 by Reservations / Front Office (n.b. number
of guests, not rooms).
GROUPS IN RESTAURANT 2 FROM 14-DAY FORECAST 0 0 0 0 0 0 0 0
GROUPS IN M&E FROM 14-DAY FORECAST 0 0 0 0 0 0 0 0 2. Insert numbers of guests who are having
breakfast elsewhere, staffed by a different
% PICK-UP ESTIMATED % OF GUESTS 80% 80% 80% 80% 80% 80% 80% 80%
WHO WILL HAVE BREAKFAST department e.g. separate restaurant or in a
meeting room (these numbers will be deducted
FORECASTED COVERS 160 240 320 360 240 80 400 1800 from your staffing requirment).

3. Insert the targeted pick-up % - this should be
COVERS PER STAFF MEMBER EXCLUDING SUPERVISOR 40 40 40 40 40 40 40
taken from historical data on daily revenue /
STAFF REQUIRED INCLUDING SUPERVISOR 5 7 9 10 7 3 11 daily recap sheet.

4. Insert targeted number of covers per staff
SUPERVISOR 1 1 1 1 1 1 1 member, excluding supervisory cover (assumed
SECTION 1 1 1 1 1 1 1 1 to be 1).

SECTION 2 1 1 1 1 1 1 1 5. Insert actual data after each day from previous
SECTION 3 1 1 1 1 1 0 1 day’s daily revenue / daily recap sheet.

SECTION 4 1 1 1 1 1 0 1
6. Verify forecasting accuracy in grey-shaded
STILL ROOM / COFFEE PREP 0 1 1 1 1 0 1 section and adjust accordingly for future
BUFFET 0 1 1 1 1 0 1 forecasts e.g. if you are consistently over-
forecasting % pick-up, downgrade accordingly; if
SECTION 1 ASSISTANCE 0 0 1 1 0 0 1 Reservations are consistently under-forecasting
SECTION 2 ASSISTANCE 0 0 1 1 0 0 1 guests in house, liaise with them to address the
issue (do not start compiling your own guests-
SECTION 3 ASSISTANCE 0 0 0 1 0 0 1 in-house forecast).
SECTION 4 ASSISTANCE 0 0 0 0 0 0 1
7. Sheet is protected to ensure that input is
only in shaded cells but sheet can be
ACTUAL GUESTS FROM PREVIOUS NIGHT FROM DAILY REVENUE SHEET 204 350 380 420 250 110 480 2194 unprotected (there is no password) to
GROUPS IN RESTAURANT 2 FROM DAILY REVENUE SHEET 0 0 0 0 0 0 0 0 make changes.

GROUPS IN M&E FROM DAILY REVENUE SHEET 0 0 0 0 0 0 0 0

% PICK-UP 78% 80% 79% 83% 80% 73% 88% 82%
ACTUAL COVERS FROM DAILY REVENUE SHEET 160 280 300 350 200 80 420 1790

VARIANCE TO FC COVERS 0 40 -20 -10 -40 0 20 -10

VARIANCE TO FC % PICK-UP -2% 0% -1% 3% 0% -7% 8% 2%

Above for visualization only. Look of template might differ. EMEA 08/15 41
 OPERATING COSTS

MENU COSTING TEMPLATE

Click here to download from our Intranet library.

1
2

3 5 6
4

HOW TO USE THIS TEMPLATE:

1 Cell C4: Insert number of guests in the hotel 4 C

2 Cell C5: Number of guests who ate breakfast
3 C
 ell C8: Insert total revenue for breakfast
- Cell C7: The percentage of people that took breakfast
- Cell C6: Revenue per cover
Above for visualization only. Look of template might differ.
 olumn C: Insert supplies required (consumption and
cost can be monitored separately if required)
5 Column D and column E: Insert local price and unit
6 C
 olumn F to Column H and Column I: Insert stock count
details
- Column J: Total cost per item
- Column K: Cost of the item per cover
- Column L: Cost per item as % of total cost
- Cell K5: Total F&D cost of breakfast
- Cell L5: Total F&D cost as % of revenue
- Cell K6: Cost per cover
EMEA 08/15 42
 OPERATING COSTS

OPERATING EQUIPMENT
– THE CONSIDERATIONS
Click here to download the order template.

• Presentation is everything!
• The feel is as important as the look
• Ratios have been developed to ensure easy-ordering by all sizes of hotel
• Prices are pre-negotiated
• All items are loaded on RezPIN – with photos – under ‘Super Breakfast’
• The product was tested in a live environment
• Re-orders should be based on par stock levels
• Appropriate racks should be purchased as part of implementation order
to prevent breakages.
• Wooden items are an important part of the sense of ‘deli’ conveyed -
these should be treated with care and washed by hand. While most local
authorities approve of the use of wood, this should always be checked
(and not assumed on the basis of out-of-date information).

EMEA 08/15 43
 OPERATING COSTS

BREAKAGES
Operating equipment has been chosen with finesse and style RESORTS, LARGER HOTELS
in mind. We selected service ware that said ‘different’, ‘not- OR WHEREVER BREAKAGES ARE COMMONPLACE
your-average-hotel’ and ‘deli’.
Tests showed that, breakages were higher where the hotels
did not have proper or adequate racks in place. The OS&E list
includes racks to help reduce the level of damages.
But we recognise that accidents do happen - and in some
high-volume operations, it may be wise not to choose the
more delicate items. Alternatives are offered for this reason.
It is important to maintain stock levels for all OS&E to ensure
the guest experience remains good and consistent, to maintain
presentation levels and, frankly, to make things easier for our
service colleagues. For these reasons, you should establish par
stock levels for your operation, carry out a stock inventory
every 3 months and order to your par stock level – no more SMALLER BUSINESS HOTELS
‘hunt the teaspoon’. OR THOSE WHO CAN DELIVER WITH A BIT OF FINESSE

EMEA 08/15 44
 OPERATING COSTS

OS&E - COSTED, TESTED & ON REZPIN

WHOLE FRUIT CRATES DRIED FRUIT BUCKET BOWL UNDERLINING ORANGE PRESS COLD CUTS ROUGH SALAMI & JUICE & SMOOTHIE JUICE RACK COASTER
UNDER LINER BOARD CUTTING BOARD WOOD BOARD UNDERNEATH THE HOLDERS
GLASS DISPENSERS

TABLE SET UP LOOSE TEAS ICE-CUBES COOKIES BUFFET MILK (NEXT JUICE SMOOTHIES
(GLASS MILK JUG) TO CEREALS & TEA)

SEEDS/DRIED VEGETABLE UNDER PLATES MORNING MARY SET FRUIT, BREADS & PASTRIES
FRUITS & JAMS DECORATION CEREALS

EMEA 08/15 45
 OPERATING COSTS

OS&E - COSTED, TESTED & ON REZPIN

HOT FOOD TOMATO JUICE / SMOOTHIES OLIVE OIL / VINEGAR BUFFET TAGS JUICE & WATER FOR HOTELS WHERE MARBLE TRAYS COLD
MORNING MARY & AREA SPECIFIC DISPENSER BUFFET SPACE IS BASE FOR JUICES &
SET UP MAPLE SYRUP LIMITED TO HOUSE SMOOTHIES
WHOLE FRUITS ETC. (KEEP IN DEEP FREEZE
BETWEEN SERVICES)

PASTRIES BUFFET CHALK BREAD BAGS CRUDITIES, HERBS RACK FOR EDISON CRUDITIES FRUIT COMPOTE / GRATE WITH FEET
BOARD SIGNAGE BASE & STAND INSERT BULBS PANCAKES - TAGINE (BACON, PIES)

LARGER - FRUIT SALAD SMALLER - RAW BASE STANDS HERB PRESENTATION HERB PLANTERS & DEPENDENT ON
& NATURAL YOGURT VEGETABLES & CURED HONEY POT LINEN HIRE PROVISION
RECEPTACLE

EMEA 08/15 46
 OPERATING COSTS

OS&E - COSTED, TESTED & ON REZPIN

TWEEZERS 30” & 11” SPREADER (PIE SLICER) JAM & COMPOTE JAM & HARD HONEY YOGHURT SPOON SOFT HONEY DIPPER WOOD TONGS
SPOON SPOON 18”& 25”

SLOTTED OLIVE OPTIONAL ITEM FOR CHEESE KNIFE SPOON CEREALS & SPOON CEREALS & SALT SPOON 2GR- 9” TO REPLACE EXISTING
PICKLED VEG SPOON BUTTER SERVICE SEEDS -10” SEEDS – 15” COFFEE CUP STOCK
(BUFFET) ON A PHASED BASIS

FOOD PRESENTATION FOOD PRESENTATION ORANGE PRESS ALTERNATIVE TO ALTERNATIVE TO ALTERNATIVE TO

ELEMENT GREY - MEDIUM” ELEMENT - COCOTTE BUFFET MILK BOTTLE SMOOTHIE BULB TABLE GLASS MILK JUG
D10, 5CM - H6, 5CM FOR TABLE BUTTER 7CL
(SUGAR BOWL) - BROWN - SMALL &
DOUBLE GLAZED
EMEA 08/15 47
 OPERATING COSTS

OS&E - COSTED, TESTED & ON REZPIN

FOOD PRESENTATION HERB PRESENTATION HERB PRESENTATION TEACUP WITH EAR TEACUP SAUCER CANDLE ROUND “03” DIFFUSER “03” ECLAT
ELEMENT POT CEMENT POT OVAL LARGE ECLAT D’ORANGE D’ORANGE
BOWL BLACK LARGE LOW SMALL BLACK MATT

TABLE PRESENTATION TABLE PRESENTATION CLIP BOARD

TRAY ROUND BLACK TRAY ROUND WHITE FOR MENU

EMEA 08/15 48
B U F F E T L AYO U T
SECTION 6
 BUFFET LAYOUT

ZONING PLAN
restaurant 23 TABLES RESTAURANT
A HOST DESK
Scents at the entrance produces a pleasing reaction in guests
brains, making the memory association: this is good.
B
A E

B AMBIENT COUNTER
Fruit boxes on the way in-out served on round tables that can C F
be easily transformed in the evening and used as dining tables

C BAR AREA E
Barstools and front facing coffee machine with a bar tender to
serve guests or for self-service in the morning D

D DRINKS STATION & AMBIENT COUNTER

kitchen
Organic, more natural, less processed foods, with the addition
of an orange press, a wooden box of fresh oranges and
superb fresh juices
restaurant 65 TABLES RESTAURANT
E COLD COUNTER
Appetisingly presented country specifi c products in a clean,
‘marketstyle’ presentation with breakfast in mind B

F HOT COUNTER A

Fresh products with seasonally updated menus - food cooked

in smaller batches and frequently replenished
G SHOW COOKING
Live cooking station - interactivity, theatre and point-of- C D E
difference is applied wherever possible
G F

kitchen

EMEA 08/15 50
 BUFFET LAYOUT

GENERAL PLAN
restaurant 23 TABLES RESTAURANT

1 | HOST DESK host

1 Scents at the entrance 2 18
1 2
2 | AMBIENT COUNTER
19
2 Fruit boxes on the way in-out [front facing]

3 | BAR ambient 25
3 Front facing coffee machine counter
cold & hot 23
4 | DRINKS STATION bar drinks counter 24
4
station
Tea station and cookies 26
7
5 Orange bottles and crate 4 5 6
11 12 15 14
20
6 Orange press and box 3 13 17 16
21

7 Wild water and other juice option 8 9 10

8 Smoothies & juice on marble ambient
9 Mini bottles and crate counter
10 Bloody Mary
5 | AMBIENT COUNTER kitchen
11 Cereals
12 Fruit salad / dairies and fruit compote
restaurant
13 Seeds / nuts / dried fruits 65 TABLES RESTAURANT
14 Breads
15 Pastries
ambient
16 Oils and salts counter
host
17 Plants and herbs in between
1 2 2
6 | COLD COUNTER
18 Hams / local salami
19 Hot smoked salmon 18
20 Condiments / herbs
21 Cheeses and herbs 4 5 6 7
11 12 13 15 14
19
22 Hummus / labneh / other country specific items 17 16
6
7 | HOT COUNTER 8 9 10

23 Country specific bacon 22

drinks ambient cold
24 Local sausages bar station counter counter
25 Eggs en cocotte
26 Waffles / quiche / pancakes 20
21
27 Ful vegetables 3
30 29 28 27 26 24 23 25
8 | SHOW COOKING
show hot
28 Live cooking station cooking counter
29 Vegetable boxes
30 Falafel / eggs
kitchen

EMEA 08/15 51
 BUFFET LAYOUT

ENTRANCE AREA

EMEA 08/15 52
 BUFFET LAYOUT

ENTRANCE - EXIT
THE LOVE OF SCENT
All 5 senses play a critical role in our guests’ perception of
any experience and their memories related to it. Blu’s iconic
new Super Breakfast offers multiple sensory cues in both
the set up and in the room, including the entrance, layout,
lighting, interior fixtures and furnishings, music, fragrance and
temperature All contribute and complement each other,
creating a delicious complexity of perception.

fruit boxes

plants and herbs

restaurant
scents at the entrance

host
ambient
2 counter 2
1

1 Scents at the entrance

2 Fruit boxes on the way in-out [front facing]

EMEA 08/15 53
 BUFFET LAYOUT

AMBIENT COUNTER

EMEA 08/15 54
 BUFFET LAYOUT

DRINKS
AMBIENT COUNTER
• Fresh orange juice is a core item which appears
on any Blu Super Breakfast.
• The fresh message is reinforced by the orange press
which is a standard.
• ‘Morning Mary’ station is a standard item in all Areas.
• 3rd juice is locally selected according to market preference.
• Wild water is a standard item.
• Smoothies are presented in bottle racks with marble
chilled base.

smoothies and juice on marble / mini bottles and crate

7
4 5 6

8 9 10

drinks
bloody Mary / orange press / juice option with plants and herbs in between
station

4 Tea station and cookies

5 Smoothies & juice on marble
6 Mini bottles and crate
7 Bloody Mary
8 Orange press and box
9 Orange bottles and crate
10 Wild water and other juice option

EMEA 08/15 55
 BUFFET LAYOUT

FOOD
AMBIENT COUNTER
• Cereal selection is a locally-driven item.
• Mueslis should be sugar-free and organic.
• Seeds, nuts and dried fruits are displayed in pots.
• Fresh whole fruits can be used when in season.
• Bakery is displayed in bags, wire baskets and on boards.
• Consumption should be monitored to ensure
‘best-fit’ selection.

cereals / seeds / nuts and dried fruits / fruit salad

11 12 15 14

17 13 17 16

breads / pastries breads / jams / spreads / plants and herbs in between

ambient
counter

11 Cereals

12 Fruit salad / dairies and fruit compote

13 Seeds / nuts / dried fruits
14 Breads

15 Pastries

16 Oils and salts

17 Plants and herbs in between

EMEA 08/15 56
 BUFFET LAYOUT

COLD COUNTER

EMEA 08/15 57
 BUFFET LAYOUT

COULD COUNTER
• Sides of hot-smoked salmon are core items in
Super Breakfast.
• Salmon can be smoked in-house.
• Service equipment is important: sharp knife and cake slice.
• Cold meats should be locally-relevant.
• Cheeses can be sliced but are best served whole.
• Wooden board and parchment presentation imply quality,
deli and freshness.

18

hams / salami / country specific items

19

22
cold
counter

fruit boxes & drinks station

20

21
18 Hams / local salami
19 Hot smoked salmon
20 Condiments / herbs
21 Cheeses and herbs
22 Hummus / labneh / other country specific items

EMEA 08/15 58
 BUFFET LAYOUT

HOT COUNTER &

SHOW COOKING

EMEA 08/15 59
 BUFFET LAYOUT

HOT COUNTER &

SHOW COOKING
• Warm items presented attractively using ‘little & often’
refill method.
• Quality sausages and bacon (streaky in most markets)
are core items.
• Eggs served in a format that holds on buffet e.g.
‘en cocotte’.
• Scrambled eggs served à la minute as they don’t hold
on a hot buffet.
• Boiled eggs served in hay.
• The pancakes are accompanied by maple syrup
in ‘laboratory’ glassware

vegetables / local sausages / eggs en cocotte / waffles

30 29 28 27
26 24 23 25

show hot
cooking counter

23 Country specific bacon

24 Local sausages
25 Eggs en cocotte
26 Waffles / quiche / pancakes
27 Ful vegetables
28 Live cooking station
29 Vegetable boxes
30 Falafel / eggs

EMEA 08/15 60
 BUFFET LAYOUT

TABLE SET-UP

EMEA 08/15 61
 BUFFET LAYOUT

TABLE SET-UP
If you are considering replacing your current table set up,
we’ve found one with the right attitude. The set up adds
life and vitality and elevates us from the average look of
corporate hotels. A clear point: only the table centre and linen
napkins are ‘must haves’ But we recognise that this may come
in ‘phase 2’ in 2016. The rest is just a recommendation.

1 4 2 4

3 3
2 1

1
2
3
2 4 1 4

3 3
1 2

1 Linen napkins
2 Cutlery presented in ‘random’ format
3 Menu printed in-house presented on
wooden clip-board
4 Cups without handles refl ecting
the Asian simplicity

EMEA 08/15 62