Pillars Goals ACTION PLANS QTTV Target Deadline WHO URGENCY COST?

WHO
Ensure F&B Service office and facilities are well- 100% HK/ EO/
FINANCIAL MANAGEMENT Facilities maintained; equipment and supplies are complete Completion Q1 Purchasing/F&B H E
Upon
Prepare and research about the requested submission of
equipments for purchase (Price, suppliers, 100% request and
bulk orders, discounts, etc.) Completion before approval
Conduct an inventory of equipmnt and
identify needs for purchase based on 100%
company standard setup. Completion Q1
Old equipments are still in good condition but
when the new equipements are delivered, the 100% Within 1 month
old ones can be used for back-up. Completion upon approval
Ensure revenue increase of 20% compared from last 20% revenue
Profitability year increase End of Q4
Achieve an F&B Average Check that is 10% 10% average
higher than 2022 check increase End of Q4
Increase F&B Covers by 10% compared to last
year 10% increase End of Q4
20% cost
Ensure that costs are reduced by 20% from last year reduction End of Q4
Zero increase in
Maintain Food Cost at 30% to 32% food cost End of Q4
Zero increase in
Maintain Beverage Cost at 25% beverage cost End of Q4
Guest Comfort
and
Convenience Achieve a GSS score of 80% 80% Monthly H N I
Ensure the proper submission of documents are Zero
submitted to HR within deadline Complaints Monthly
Ensure to submit the incident report including
the snapshot of the incident to HR within 24
hrs from the time the incident was committed 100% Within 24 hrs
Ensure that all food orders are prepared accurately
according to guest's specifications and delivered
completely within expected time. Zero complaints Monthly
 Repeat order and write on order slip to make
sure orders are complete and correct Zero complaints Monthly
Advise guest ahead of time if food will be
delayed to avoid guest complaint. Zero complaints Monthly
Ensure that guests specific requirements are
received and understood by Culinary Zero complaints Monthly
Check with Kitchen if the prepared guest
order was followed by Chef before delivering
to guest (Aris, is this possible?) Zero complaints Monthly
Ensure that all management and staff present
themselves as properly groomed, clean and well Zero
pressed uniform in the presence of guests at all complaints/
times. Zero IRs Monthly
Zero
Conduct grooming inspection (hair, face, nails, complaints/
smell, uniform, shoes) during daily briefing Zero IRs Monthly
Zero
Enforce minimum standard for civilian clothes complaints/
or if uniform is not worn. Zero IRs Monthly
Guest Comfort
and
EXCEPTIONAL GUEST EXPERIENCE

Convenience Achieve a GSS score of 80% 80% Monthly H

Ensure the proper submission of documents are Zero
submitted to HR within deadline Complaints Monthly
Ensure to submit the incident report including
the snapshot of the incident to HR within 24
hrs from the time the incident was committed 100% Within 24 hrs
Ensure that all food orders are prepared accurately
according to guest's specifications and delivered
completely within expected time. Zero complaints Monthly
Repeat order and write on order slip to make
sure orders are complete and correct Zero complaints Monthly
Advise guest ahead of time if food will be
delayed to avoid guest complaint. Zero complaints Monthly
Ensure that guests specific requirements are
received and understood by Culinary Zero complaints Monthly
EXC
Check with Kitchen if the prepared guest
order was followed by Chef before delivering
to guest (Aris, is this possible?) Zero complaints Monthly
Ensure that all management and staff present
themselves as properly groomed, clean and well Zero
pressed uniform in the presence of guests at all complaints/
times. Zero IRs Monthly
Zero
Conduct grooming inspection (hair, face, nails, complaints/
smell, uniform, shoes) during daily briefing Zero IRs Monthly
Zero
Enforce minimum standard for civilian clothes complaints/
or if uniform is not worn. Zero IRs Monthly
Provide two-way radios to key personnel in charge Zero Internal
of coordination Conflict Monthly
Submit an F&B package to attract government 100%
events Completion End of Q1
Submit an F&B package to attract international 100%
tourists Completion End of Q1
100%
Ensure that F&B pricing is competitive in the market Completion End of Q1
Conduct a survey that can offer lowest price 100%
compared to our existing supplier. Completion End of Q1
Ensure that the F&B outlets are competitive 100%
with the new restaurants within the hotel Completion End of Q1
Do bench marking and identify what's their 100%
gap in with ours. Completion End of Q1
Conduct a study on the possiblity of take-out 100%
deliveries. (mechanics and how) Completion End of Q1
Ensure that F&B Service policies and procedures are
complete, updated, submitted to HR, and properly 100%
implemented Completion End of Q1 I
Align policies and procedures with other 100% if
departments such as HR, HK, IS, etc identified P&P Q1
 Ensure that all F&B Service employees are
familiar with all deparmental policies and 10
know where to find the P&P as called for by scenarios/day
the situation per staff End of Feb
Ensure that all staff are able to perform their
duties accurately, completely, and within the 100%
deadline Completion Monthly
Ensure that supervisors conduct proper
coaching or counselling as the situation 100%
requires Completion Monthly
Ensure that supervisors conduct proper coaching or 100%
counselling as the situation requires Completion Monthly
Ensure that all F&B outlets, ballrooms and function
rooms are kept impeccably clean within the same Zero
day after an event. Complaints Monthly
Ensure that all unused banquet equpiment are Zero
stored properly and securely Complaints Monthly
Conduct weekly general cleaning with the 100%
help of stewarding and housekeeping. Completion Monthly
Conduct weekly general cleaning with the 100%
help of stewarding and housekeeping. Completion Monthly
Ensure that regular preventive maintenace is 100%
scheduled in all F& B areas Completion Monthly
100%
Conduct weekly fumigation in all areas Completion Weekly
Zero
Ensure that POS connectivity is functioning at all Complaints/
times during operating hours Zero Delays Daily
Find a another location that can access better 100%
connection Completion End of Q1
Coordinate with engineering department the 100%
possible solution for this. Completion End of Q1
Ensure that F&B SOP, policies, and procedures are
complete, updated, submitted to HR and properly 100%
implemented Completion End of Q1
 Review outlet policies, procedures and SOPS
following the standard Template provided by 100%
HR Completion End of Q1
- balancing of cash sales of outlet 100%
(shortages/overages) Completion End of Q1
Align F&B policies and procedures with other
departrments such as Hskpg, sales, marketing, 100%
kitchen, engineering, etc. Completion End of Q1
OPERATIONAL EFFICIENCY

Put a cabinet or trolley on guest floor for unclaimed 100%

dirty plates Completion End of Q1
cleaned by room attendant during make-up 100%
room Completion End of Q1
Ensure that all F&B Service events are properly Zero
communicated and coordinated with all Complaints/
departments concerned such as housekeeping, Zero Internal
culinary, IS, Sales, Marketing, Engg, etc. Conflict Monthly
Zero
Conduct event coordination meeting with all Complaints/
departments concerned not later than 1 week Zero Internal Within 1 week
before the event Conflict before an event
Zero
Complaints/
Clear out issues to prevent potential problems Zero Internal Within 1 week
during the event Conflict before an event
Zero
Complaints/
Post all events on the BEO calendar board for Zero Internal Within 1 week
easy monitorng Conflict before an event
Zero
Complaints/
Ensure all memos are posted on bulletin Zero Internal Within 1 week
board and filed in one folder Conflict before an event
Zero
Complaints/
Ensure that proper manning is made with Zero Internal Within 1 week
justification per event Conflict before an event
 Zero
Complaints/
Ensure that supervisors consistently communicate Zero Internal
all important F&B matters to their team members. Conflict Monthly
Report in log sheet any matter or issue that Zero
must be endorsed by a staff to another staff Complaints/
or by a shift to the next or Log "no Zero Internal
endorsement" at end of shift. Conflict Monthly
Zero
Conduct daily briefings per shift to ensure Complaints/
proper coordination and endorsement Zero Internal
between shifts Conflict Monthly
Zero
Complaints/
Include special announcements and Zero Internal
reminders for upcoming events Conflict Monthly
Zero
Complaints/
Ensure that F&B outlet reports contain accurate Zero Internal
data and submitted completely within deadline Conflict Monthly
Zero
Complaints/
Review outlet reports for errors before Zero Internal
submitting to F&B Admin Conflict Monthly
Submit to GM a monthly profit and loss analysis per 100%
outlet Completion End of Q1
100%
Get P&L from Finance Completion End of Q1
Discuss with outlet team leaders the result 100%
and come up with recommendaed action Completion End of Q1
Ensure that all F&B Service staff are provided with
Staff product knowledge, technical and service skills
Competence training. 100% End of Q2
100%
Attendance
Product Knowledge Training 100% Score End of Q2
 100%
Attendance
Technical Skills Training 100% Score End of Q2
100%
Attendance
Service Skills Training 100% Score End of Q2
Ensure that tests on Technical Skills and
Service Skills are given Quartely, provided that 100%
if the employee passes, he/she is exempted in Attendance
the next quarter's test 100% Score Quarterly
Provide basic language training (greeting, 100%
offer help, pleasantries, handling complaint, Attendance
etc.) 100% Score End of Q2
Conduct guest interaction skills and Service 100%
Sequence training with video-recorded role- Attendance
playing exam after training 100% Score End of Q2
Conduct written tests to measure staff 100%
knowledge and use role-playing exams to Attendance
identify skill level 100% Score End of Q2
Select a department trainer that will handle 100%
skills training of staff and scheduling of staff Attendance
for HR-initiated training. 100% Score End of Q2
100%
Prepare training modules for all department Attendance
training 100% Score End of Q2
100%
Schedule regular skills training for all staff Attendance
(review and first time training) 100% Score End of Q2
100%
Include critical courses and special skills in the Attendance
Y ENGAGED PEOPLE

training curriculum 100% Score End of Q2

100%
Attendance
Beverage Training, KOSH 100% Score End of Q2
Training Ensure that all employees training record is updated
Documentation and submitted to the Training Department. 100% Monthly
Submit all the training attendance sheet to
the training Department every Saturday 100% Weekly
HIGHLY ENGAGED
Ensure to provide minimum of 40 Hours Training 100%
Training training to all employees Attendance End of Q4 HR
Schedule all employees to attend 40 Hours 100% Manager/
Training Annually Attendance End of Q4 Supervisor
Create a training record of all employees to 100%
track their development Completion Monthly
Submit monthly training plan 6 days before 100% 6 days before
the next month Completion the next month
Submit monthly post training report every 100% 3rd day of the
third working day of the month Completion month
Submit monthly post training report every 100% 3rd day of the
third working day of the month Completion month
Ensure that everyone in F&B Service management
Leadership team attends the leadership training program of 100% Concierge and
Competence T&D. Attendance End of Q4 HR
Ensure that all newly hired employees are
provided a new employee orientation training 100% Manager/
prior to their start. Attendance End of Q4 Supervisor
CSR Program Ensure to organize Two (2) CSR Program Annually 2 CSR Program End of Q4 HR
100%
Schedule all employees to attend at least 1 Attendance on Manager/
CSR Program annually 1 CSR Program End of Q4 Supervisor
100%
Ensure that all employees have attended at Attendance on Manager/
least 1 CSR Program 1 CSR Program End of Q4 Supervisor
12 OSH
OSH Program Ensure to schedule an OSH Training Once a Month Trainings End of Q4 HR
100%
Schedule all employees to attend OSH Attendance on Manager/
annually 1 OSH Training End of Q4 Supervisor
100%
Ensure that all employees have attended at Attendance on Manager/
least 1 OSH annually. 1 OSH Training End of Q4 Supervisor
Employee
Grooming Ensure to publish updated grooming standard 100% End of Q1 HR
Ensure all team members comply with the Managers/
Grooming Standard Zero IR Monthly Supervisors
 100%
Ensure to all LRSC are processed within the one Attendance on
Code of week upon receipt. 1 CSR Program Managers/
Discipline End of Q4 Supervisors
Ensure all team members comply with the Managers/
Code of Discipline Zero IR Monthly Supervisors