Hilton All-Inclusive FB

ALL INCLUSIVE GUIDE
FOOD &
BEVERAGE
L O G O, I M A G E S , A N D C O N T E N T A R E © A L L R I G H T S R E S E R V E D. 2020 H I LT O N C O N F I D E N T I A L A N D P R O P R I E TA R Y
Introduction Pre-Opening Sanitation Operating Guidelines Meetings and Events Food and Beverage Culinary Heart of the House
Hotel Resources Operations Specifications Operations
Introduction
Everyone deserves a getaway. Within our resort, guests will find endless
opportunities to make the most out of every moment – expansive dining
options, family-friendly activities, entertainment, and plenty of occasions
to lounge in the sun. Whether traveling for a vacation, wedding or
honeymoon, incentive trip, or business, our All-Inclusive Resort caters to
every type of guest.
Food & Beverage is one of the driving factors when selecting an All-Inclusive
Resort. Hilton’s Food & Beverage culture is driven by traditions with strong
regional and seasonal influences. We showcase products of the highest quality,
freshness and flavor – the essential ingredients to a great F&B experience! With
a comprehensive assortment of venues spanning from a Grab & Go Market to
Signature A la Carte Restaurants to Poolside Bar & Lounges, there is certainly
something for everyone to enjoy.
The All-Inclusive category is changing and ready for an industry leader. It is

our goal for Hilton to reframe the category as effortless and worry-free. We
create experiences that people are happy to fly across hemispheres for. Most
importantly, sending guests off with stories that go beyond the typical ease of
All-Inclusive. Our Resorts aren’t only measured by the amount of amenities, but
also by the memories we make with our guests.
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Pre-Opening Hotel
Resources
The task of an opening is difficult if not meticulously managed. Weekly meetings

with your teams and/or taskforce resources will ensure that you are meeting required HOTEL OPENING &
CONVERSION GUIDE
milestones. Your Senior Director of F&B will support you through the opening process
and ensure that you have access to all the correct documents, brand requirements and
Opening a property is a monumental experience. operating standards.
The tools included here will provide you the
The Opening & Conversion Guide is the complete document used by F&B for all hotel
necessary documents and resources to assist 10 DAY OPENING COUNTDOWN
openings. There you can find additional resources to assist you in your opening process.
you with the opening of your Resort operation.
Use these resources as your roadmap to opening. With tasks beginning as early as 180 days before opening, the Critical Path is designed to
guide you through time sensitive steps necessary to open. PRE-OPENING CRITICAL PATH
Use the 10-day countdown timeline to help you navigate schedules and plan the days
leading up to your opening.
The Hub F&B is where all managed hotel’s F&B documents are located. This includes
programs, templates and training materials. The Hub F&B also has an App that is easy to THE HUB F&B WEBSITE
download and will ensure that you stay connected with the most updated information.
4MyRollout is the digitial critical path for your hotel opening. A member of Hilton
Management Services (HMS) will ensure that you have access to your hotel’s dashboard. 4MYROLLOUT
Always reference Hilton Hotels Brand

Standards for most current operating
requirements -
Hilton Brand Standards
SANITATION
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Sanitation
Clean & Sanitize Front of the House
Philosophy
CLEANING GUIDELINES
Bacteria can grow on unsanitary surfaces and then contaminate food. Just
because a work surface looks clean does not mean that it is sanitary. Always
Maintaining a clean work environment is ensure that you clean and sanitize a work area before starting to prepare or CLEANING CHECKLIST
critical in preventing foodborne illness. serve food and beverages.
Ð Properties will maintain high standards of operation, consistent

with Hilton programs across all areas of food and beverage. Heart of the House
CLEANING GUIDELINES
CLEANING PROCEDURES PERSONAL HYGIENE CLEANING CHECKLIST
DISHWASHING PROCEDURES HAND WASHING
ECOSURE PROGRAM DETAILS
Sanitation
Cleaning Procedures and

Schedules
Cleaning with soap and other detergents is just one step of the cleaning
procedure. It is also necessary to sanitize. Cleaning will remove any dirt or
grease, but will not necessarily kill any bacteria or other pathogens. Only a
sanitizer will kill bacteria and ensure the area is safe for food preparation.
Leading sanitizers used in the food service industry are chlorine solutions
(bleach), quaternary solutions (quats), and iodine. Use these materials
according to the manufacturer’s instructions that accompany the product
and that are found on the material safety data sheet (MSDS) using the
appropriate personal protective equipment.
Hilton has a national contract with EcoLab which is our preferred supplier
for cleaning chemicals. Any products used on property must be from an
approved supplier and be proper for the type of cleaning required.
Sanitation
Dishwashing Procedures
High-Temperature Low-Temperature
Step Manual
Dishwasher Dishwasher Or Glass Washer
Effective dishwashing ensures that all

equipment is sanitary and ready for use Wash
Use a commercial detergent and 450 C Wash cycle must reach at least 600 C Wash cycle must reach at least 600 C
(1130 F) water (1400F) (1400F)
when required. Using soiled or dirty china is
not only dangerous, but it will tell customers
that the operator has little or no regard for
Rinse Rinse in clean hot water Hot rinse cycle Warm or cold rinse cycle with sanitizer
customer safety. The table shows the proper
procedures for both manual and automatic
dishwashing.
Sanitize for 2 minutes with an approved
Rinse cycle must reach at least 820 (1800F) Final rinse must have concentration of 50
Sanitize sanitizing solution (50 ppm chlorine or
for at least 10 seconds ppm chlorine or 12.5 ppm iodine
Before washing, scrape dishes and pre-soak 12.5 ppm iodine)
any items with hard-to-remove residue. Then

follow the procedure in the table shown,
depending on whether you are using a high- Drain boards should be sanitized and Drain boards should be sanitized and Drain boards should be sanitized and
Dry sloped for drainage. sloped for drainage. sloped for drainage.
or low-temperature dishwasher or you are Never towel dry Never towel dry Never towel dry
washing dishes manually.
Sanitation
Personal Hygiene
Proper personal hygiene is critical in any food service premise.

It is imperative for safe food-handling Food
outcomes for all Team Members to be Handler
Personal hygiene includes:
familiar with standard sanitation and hygiene
practices. The graph shows the cycles of
F Showering and bathing regularly
transmission of micro-organisms. One of
the basic principles is to break the cycle by F Keeping hair clean and covered or tied back
avoiding cross-contamination, which can
F Keeping clean clothing and footwear that is used only at work
be achieved by ensuring personal hygiene
practices are followed. F Handwashing regularly
F Using clean utensils for tasting food
F Using separate cloths for cleaning and wiping plates

Food Environment
Sanitation
Proper Handwashing
The steps for proper handwashing are as follows:

Regular handwashing is one of the best ways
to remove germs, avoid getting sick, and F Wet hands with warm water.
prevent the spread of germs to others.
F Apply liquid soap and lather for at least 20 to 30
seconds.
F Scrub backs of hands, wrists, all fingers, and under nails.
F Rinse under running water, pointing down toward the

drain.
F Dry with a paper towel.
F Turn off taps using the paper towel.
Your local EcoLab representative can provide your property proper posters and
signs for your back of the house areas
Sanitation
Front of the House

Operations
The checklists and guidelines outline both cleaning tasks as well as general
A clean facility directly influences guest organization that is expected by properties.
satisfaction. It also impacts our reputation
Hilton partners with EcoSure for on site food safety inspections. Reference
as a company. Our guest facing areas are EcoSure program manuals for food service inspection criteria. Property
expected to be spotless and well maintained expected to achieve the minimum tolerable passing score as defined by the
EcoSure program and local inspection.
at all times. A strong cleaning program
that includes daily, weekly, monthly and Properties to support all Hilton cleaning and sanitation guidelines and
annual tasks works in partnership with a well programs. Team Members to utilize proper protective equipment.
organized operation.
Front of the House
CLEANING GUIDELINES CLEANING CHECKLIST
Sanitation
Heart of the House

Operations
Standards should remain consistent Hilton partners with EcoSure for onsite food safety inspections. Reference
throughout the entire property. The EcoSure program manuals for food service inspection criteria. Property expected
to achieve the minimum tolerable passing score as defined by the EcoSure
maintenance and cleanliness of our Heart program and local inspection.
of the House operations should mirror
our standards for the guest facing areas. Properties to support all Hilton cleaning and sanitation guidelines and programs.
Team Members to utilize proper protective equipment.
Remaining consistent throughout ensures
that our Team Members clearly understand
what the expectation is.
Heart of the House
CLEANING GUIDELINES CLEANING CHECKLIST
Sanitation
Heart of the House

Operations For the most updated EcoSure program details
THE HUB F&B WEBSITE
Experienced food safety specialists conduct comprehensive assessments

EcoSure is a mandatory program for Hilton to expose any food safety risks and provide you greater visibility into your
Managed operations. operations.
Specialists provide coaching and training and recommend corrective actions

The EcoSure Program offers onsite expertise and solutions to help build awareness and drive behavior changes to help
and food safety support and resources to enhance operations and promote a culture of food safety. DAILY EQUIPMENT CHECKLIST
help minimize food safety risk to food service
The program provides access to a food safety resource line, food safety
providers. newsletters and webinars, and the knowledge and expertise of Ecolab’s food ECOSURE MANUAL, ENGLISH
safety and public health experts.
ECOSURE MANUAL, SPANISH
EVALUATION FORM
BEVERAGE FORM
FOOD SAFETY FORM
OPERATING
GUIDELINES
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OPERATING GUIDELINES
Click on the buttons below to navigate through the Operating Guidelines section for each operating department program.
OVERALL SERVICE OVERALL MENU

GUIDANCE GUIDANCE
BUFFET RESTAURANT A LA CARTE RESTAURANT SPECIALITY KIOSKS HOLIDAY SCHEDULE
CELEBRATING SPECIAL
GRAB & GO MARKET VIP LOUNGE POOL CARTS PROGRAM
OCCASIONS
LOBBY BAR POOL BAR KIDS CLUB
MINI BAR TEAM MEMBER DINING KIDS PROGRAM
RESORT SPECIAL
TEENS CLUB IN ROOM DINING
F&B EXPERIENCES
Operating Guidelines
SERVICE
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Service
Service & Training Philosophy
Our goal is to create dynamic and memorable food and beverage moments which
surpass our guests’ expectations. Our passionate culinary and service professionals
are expected to deliver innovative and relevant experiences that result in commercial
Training is paramount in order to effectively success for our brands, owners and operators.
operate a food and beverage venue.
In order to maintain this level of service and deliver consistent experiences from property
The Resort should adhere to the proper to property, it is important to implement the following general service and training
operational guidelines and steps of service guidelines.
guidelines, ensuring a consistently
high-quality guest experience.
STEPS OF SERVICE STEPS OF SERVICE
TECHNICAL TRAININGS MANAGER AUDIT FORMS
STEPS OF SERVICE STEPS OF SERVICE

TRAINING ASSESSMENT SEQUENCE
*Links above will automatically download the full suite of trainings, as opposed
to individual one–page trainings, which are on the following page.
Service * Links download individual topic Steps of Service training
RESTAURANT & BAR ACQUIRING GUEST NAME GUEST NAME USAGE PROPER PLATE HANDLING
ANNOUNCING THE PLATE GUEST PREFERENCES RESTAURANT RESERVATIONS
Steps of Service ART OF THE UPSELL LIGHT CONVERSATION SEAT NUMBERS
Technical Trainings
CHECK PRESENTATION MAKING RECOMMENDATIONS SEQUENCE OF TAKING ORDER
CHECKING ID MARKING TABLE SYNCHRONIZED SERVICE

From greeting a guest to taking an order
and ensuring that all important inquiries
are made, Team Members work in unison CLEARING COURSES NAPKIN SERVICE TABLE MAINTENANCE
to ensure that the service experience is
seamless. The following steps of service
trainings are individualized by task and will CRUMBING NATURAL USE OF GUEST NAME WRITE DOWN ORDER
guide you in delivering excellent service.
OBTAINING SECOND BEVERAGE
DIETARY PREFERENCES/ALLERGIES ORDER GLOSSARY
DINING RESERVATIONS PACE OF MEAL
EQUIPMENT CONDITION PHONE ETIQUETTE
FOOD TEMPERATURES POWER OF THE GREET
Service
COCKTAIL SERVER AUDIT FORM BARTENDER/COCKTAIL

SERVER TRAINING ASSESSMENT
RESTAURANT & BAR
BARTENDER AUDIT FORM
Steps of Service
Audit Forms & Training POOL SERVER
POOL SERVER AUDIT FORM
Assessments TRAINING ASSESSMENT
POOL HOST AUDIT FORM
RESTAURANT HOST AUDIT FORM RESTAURANT HOST

TRAINING ASSESSMENT
Audit forms are intended for

RESTAURANT SERVER
Managers/Supervisors to use BREAKFAST SERVER AUDIT FORM
TRAINING ASSESSMENT
when auditing the Team Member
RESTAURANT FOOD RUNNER SERVER

Training Assessments are RESTAURANT SERVER AUDIT FORM
ASSISTANT TRAINING ASSESSMENT
knowledge check-ins/quizzes for
Team Members to complete
RESTAURANT FOOD
RUNNER AUDIT FORM
RESTAURANT SERVER
ASSISTANT AUDIT FORM
*Links above will automatically download forms and training materials selected
Service
Taking an Order
Ð Number of guests dining is obtained ensuring that the service team can
GUEST NAME USAGE RELEASING A CALL properly set the table or tray
IN-ROOM DINING Ð Additional items are suggested for an upcharge. Property to have daily
items of focus
PHONE ETIQUETTE DELIVERY LOG
Ð Order taker must have extensive knowledge of menu and be able to answer
any questions on allergens for the guest. All identified allergens are noted
on the order
Steps of Service DELIVERY TIME
ADVISOR
From taking an order to ensuring that

all important inquiries are made, Team
Delivering an Order Ð Server knocks on guest room Ð Server reviews order,
door and identifies themselves introducing all food and
Members work in unison to ensure that the as “In Room Dining” beverage selections
service experience is seamless. Guest name TRAY AND TABLE SET BEVERAGE SERVICE
Ð Upon the guest opening the Ð Satisfaction inquiry is made
is used at all times. door, the server introduces prior to Server departing
themselves by name and
verifies the order Ð Checks are presented only for
EQUIPMENT CONDITION CHECKING ID additional charge items
Ð Server asks permission to enter
the guest room, ensuring that
GUEST NAME USAGE CHECK PRESENTATION the door remains open during
the delivery
Manager Resources Ð Server asks guidance on where

to set up the order in the guest
room
IRD Order Taker Audit Form
IRD Server Audit Form Satisfaction and Retrieval

Ð A call back occurs, ensuring guest satisfaction and inquiry on timing of
table/tray removal preference
Steps of Service Flow Chart TABLE AND TRAY
SATISFACTION INQUIRY Ð If table/tray is in the guest room at removal, service identification repeats
RETRIEVAL
Service
GRAB & GO MARKET These documents will provide clear guidance on minimum programming for both
food and beverage within the individual venue types. Additional resources are
provided including, product specifications as well as overall kids programming.
Steps of Service &

Trainings
A Grab & Go Market is successful when the operation is quick and efficient. Guests
expect many of the same courtesies they experience throughout the resort but
the process is simplified. The process of taking an order, presenting a check and
Resort must adhere to the proper using the guest’s name should occur in a professional but time saving manner,
operational and steps of service ensuring that the queue moves quickly.
guidelines, ensuring a consistently high-
quality guest experience.
RESTAURANT ATTENDANT &

GENERAL GUEST SERVICE GUEST NAME USAGE
BARISTA PROCEDURES
CHECKING ID CHECK PRESENTATION
Service
Additional Programs &

Guidelines The following guidelines were developed to support food and beverage operations
within the Resort. The All-Inclusive guest is looking for a variety of programs and
experiences. Offering these programs to guests is important to the overall quality of
their stay.
CELEBRATING SPECIAL
OCCASIONS GUIDELINES KIDS PROGRAM
FOOD & BEVERAGE RESORT SPECIAL

HOLIDAY SCHEDULE F&B EXPERIENCES
MENUS
PRINT SUB-SECTION
Menus
Venue Menus
Food and drink options must be available for guests throughout the day, and property
must follow minimum menu parameters within each venue. These minimums range
Our Food & Beverage culture is driven by from resort-wide standards to individualized requirements by restaurant concept/
traditions with strong regional and seasonal theme. Minimum menu parameters can be found in the details for each venue type.
influences. We showcase products of
In an effort to accommodate all guests’ dietary needs, property must follow the
the highest quality, freshness and flavor, guidelines included for special diets and allergens.
ensuring that our guests have specialized
experiences that are memorable.
MINIMUM PROGRAMMING VENUE MENU GUIDELINES
UPSELLING PHILOSOPHY SPECIAL DIETS & ALLERGENS

AND STEPS OF SERVICE GUIDELINES AND PROCESSES
Menus
Key Brand Standards Operating Expectations

Branding and Collateral
Ð 401.02 Truth in menu will be exercised at all times Ð Menus will be updated annually to ensure that
items served are in keeping with current trends and
Ð 401.02 The design of menus and other printed material is competitive set
to be in keeping with the interior design and concept of
the restaurant Ð Menus will be maintained in good operating condition,
free from smudges, tears and visible wear
Printed menus and branded collateral are to Ð 401.02 All graphic menu designs or deviations from
be professionally designed and formatted to original identity are to be approved by the Brand Ð Menus will be available in both local language and
ensure that the guest experience is of the English
Ð 401.02 Menus are to be marked per local regulatory
highest quality. guidelines Ð Translated menus will be reviewed by an on site native
language speaker or if unavailable, the property will use a
Ð 401.02 Menu development and creation is to take into professional translation service
Properties are expected to have menus account all aspects of the concept, location, seasonality,
available in both English and local food cost, current trends Ð Any food or beverage items that are at an additional
charge to the guest, that cost will be clearly marked
languages. Ð 401.02 A menu selection of alcoholic beverages
featuring cocktails, beer and wine by the glass and bottle Ð Notation of any additional charges or fees will be
must be provided identified clearly on the menu. Examples are: service
charge, additional tax
Ð Common allergens are noted on menu through icons or

text
Menus
Venue Menu Guidelines

These documents will provide clear guidance on minimum programming for both
food and beverage within the individual venue types. Additional resources are
provided including, product specifications as well as overall kids programming.
MINIMUM MENU MINIMUM MENU KIDS MENU

GUIDELINES FOOD GUIDELINES BEVERAGE GUIDELINES
FOOD PRODUCT BEVERAGE PRODUCT

SPECIFICATIONS SPECIFICATIONS
Menus
Property must have food items integrated on all menus that meet common special dietary
Special Diets & Allergens restrictions and allergens:
Ð Gluten-free
Ð Vegetarian or vegan
Ð Nut-free
Ð Dairy-free
These menu items should vary by venue/concept. Guests should not see the same exact
items on all menus throughout the resort.
Printed menus must include disclaimer that encourages guest to identify special needs
with their server.
Menus and buffet labels must be clearly marked with allergen-free items.
Dietary restrictions and allergen notations should be obtained when guests are booking
a reservation. These should be documented in the reservations system at the time of STEPS OF SERVICE DIETARY
booking. PREFERENCES & ALLERGIES
Minimum offerings for special diet and allergen menu selections are found in the
Minimum Menu Guidelines for each venue.
SPECIAL DIETS & ALLERGENS
See Food And Beverage Specifications for more details. GUIDELINES AND PROCESSES
Menus
Ð Food and beverage options must be available Ð It is expected that there is a strong variety of
1 for an additional charge to guests throughout
all menus. Exception: this does not apply to
4 items available for upsell across the resort.
These items should vary by venue.
Upselling Requirements Kids menus.
Ð As detailed in the Resort Special F&B
2
Ð Upsell items must be available for guests to
order at all times – all meal periods, every day
5 Experiences, Resort must have large-scale
events occurring on a weekly basis. These are
of the week. themed events that take place on a rotating
schedule and are available to guests at an
additional charge.
Ð Upsell items should be printed on menus

3 and integrated with the minimum product Ð Property should have established incentive
offerings. They should be appropriate
for that location’s concept/theme. For
6 program in place to motivate these types of
sales.
example, white truffles in an Italian concept;
premium cuts of meat in a Mixed Grill
concept; minimum guidelines can be found in
Minimum Menu Programming. Ð Team should be given daily and/or monthly
7 sales goals around upsell items. Performance
review of the sales of these items should
be discussed during daily pre-shifts and
managers’ meetings.
Menus
Upselling is the ability to recommend other options in a range of price points.

Allow the guest to select which is most suitable.
The Art of the Upsell
Example: when a guest orders a “glass of Chardonnay,” offer a range of selections at
different price points.
Suggestive Selling is recommending items that have not been ordered in an

enticing manner. The suggested items should complement the initial selection.
Example: suggest a premium cut of meat or specialty protein. Offer a premium-level

liquor when a guest orders a standard cocktail. Offer a bottle of wine instead of two
glasses.
Knowledge Sincerity
Ð Having a vast knowledge of your food and beverage options Ð Being sincere is actively listening and taking action based
allows you to guide the conversation based on the guest’s upon your guest’s desires. While there may be more
interest. frequently ordered items from the menu, understanding the
guest’s interest will aid in determining the menu items you
Ð Guests are often intrigued with learning local specialties and share and suggest.
may want to experience something new.
Ð A complete understanding of the menu includes knowledge

of the ingredients, preparation methods, cooking style and
ability to succinctly describe items.
Menus
Food and Beverage for Kids Philosophy
At Hilton kids are our guests too! We want their experience to be fun, memorable and
interactive. We accomplish this by including moments of participation, acknowledging them
as individuals and ensuring that they are learning about their location of travel.
All food and beverage will include healthful selections to ensure that our smallest guests have
nutritious offerings.
Properties are expected to have a comprehensive program in place to recognize children 10

years old and under, ensuring that they have a memorable experience.
Children are not to be left unattended in food and beverage areas. Children should not be
given any consumables without obtaining permission from a parent or guardian in advance.
PROGRAM DETAILS BEVERAGE OFFERINGS
SPECIAL EXPERIENCES BY
A LA CARTE FOOD GUIDELINES
VENUE TYPE
BUFFET RESTAURANT FOOD VENUE OPERATIONS

GUIDELINES STEPS OF SERVICE
Menus
Category Sub-Category Criteria Details
Property to have a dedicated

program addressing F&B menu
Program Year Round Global and regional influences
offerings and venue steps of
service
Kids Program Details

Targeted Age Group 10 years old and under
• Based on shared kitchen space, F&B menu consolidation

Each venue to have a dedicated
can be achieved. Determination at property level
Menus and Collateral menu offerings for kids which
• Menus and collateral to be professionally designed and
supports the theme of the venue
vary out by venue type
Age appropriate plates, bowls, Unbreakable material plates, bowls and cups are strongly
Operating Equipment cups are utilized when servicing recommended for younger children. Properties are expected
children under 5 to have options available
• High-chairs and booster seats in good working condition

• Plates and drinkware made from a high quality,
Property to have available
unbreakable material
Service Restaurants necessary equipment to service
• Drinkware with lids and straws
children
• Interactive activities unique to property and venue
• Example: Crayons and paper available
Example:
Integration of “special touches” • Rainbow sprinkles on ice cream – Ice Cream Shop
Wow Moments Venues that are kid friendly and • PB&J cut into fun shapes – Grab & Go Market
attractive • Interactive build your own quesadilla – A la Carte Mexican
Restaurant
Venues to have age appropriate

Special Occasions items available to celebrate Example: child themed birthday cake
special occasions
Menus
A la Carte Restaurant Category Sub-Category Minimum Criteria Details
Food Guidelines • Limited presence of fried foods

• Low sugar/no sugar options
General Criteria Healthy Options • Fresh vegetable based side options
• Identification of allergens
• High quality, unbreakable plates available
Balancing health and indulgence, the menus

should include limited offering of fried Consistent with
Appetizers 4 Appetizers/Salads Small salad or crudité as option
or high fat items. Salads and vegetables theme of venue
should be default side dish options.

• Moderate in size
Consistent with
Entrees 5 Entrée Selections • Easy to eat
theme of venue
• Limited seasonings
• Vegetable or starch/grain-based side option

Consistent with
Sides 2-4 Selections • Provide choice of sides with entrees
theme of venue
• No default use on fried items
Consistent with
Desserts 2 Selections Fresh fruit as option
theme of venue
Provide minimum of 1 option where kids can build their own

Interactive or Build Your Own
Consistent with or interact at the table with their food. Examples include:
Experience Options
theme of venue build your own taco, pu pu platter, salad, sip & dip soup and
sandwich
Menus
Buffet Restaurants
Food Guidelines Category Sub-Category Criteria Details
• Throughout the buffet areas, kids options to be available

and called out
General Criteria Healthy Options • Identification of key allergens are mandatory to buffet
labeling
Fun and healthy options to be available • High quality, unbreakable plates available
throughout the buffet stations.
• Limited target of fried foods towards kids
Consistent with Selections Available at Key Buffet
Food • Low sugar/no sugar kid friendly options
theme of meal Stations
• Options should be fun, kid friendly, easy to eat and handle
• Whole milk and naturally flavored, low sugar options for

beverages
Consistent with Selections Available at Key Buffet
Beverage • Juices are fresh or 100% pure juice. Flavors to be kid
theme of meal Stations
friendly based on local market
• No targeting of soda specifically towards kids
• Signs and labels to identify as “kid friendly”

Consistent with • Consider fun and colorful options to visually cue as being
Labels & Signs
theme of meal for kids
• Use of pictures and icons are acceptable
Service team to assist young children and parents with:

• Buffet navigation
Service Helping Hands
• Pointing out kid friendly options
• Handling of plates, glasses, etc.
Menus
All Venues Category Criteria Details
Beverage • High sugar options limited to intended theme of venue. Example: ice cream soda at ice cream
2-4 healthful selections per shop; soda float at an American diner; blended frappe at Grab & Go coffee bar
General Criteria
menu • Portion sizes to be 8 oz./ 240ml.
• High quality unbreakable tumblers available
Balancing health and indulgence is our goal. • Low sugar options

The menu should include beverages that Dairy Milk or Yogurt Drinks
• Whole milk as default
• Integration of fresh fruit
are low in sugar. • Chocolate milk
Freshly Squeezed or 100%

Juice
Juice
Infused/Flavored Filtered • Agua frescas

Water Based
Water • Low sugar
Limited Use. Maximum of 2

Soda Consider house made options/flavors, low sugar
Options
• Kid friendly cocktails
Other Drinks • Lemonade/orangeade
• Flavored caffeine-free iced teas
Menus
Menu Examples Only
Printed menus style should vary by venue

and appropriately represent the theme
of the venue. Design of menus should be
interactive and engaging.
Mexican Restaurant Italian Restaurant Asian Restaurant
Menus
Kids Special Moments

Examples by Venue Type Category Frequency Criteria Details
• Acknowledged by name if possible, along with the entire table

Kids focused
• Activity provided at the table. Coloring page or game
Buffet Restaurant Each time activities and
• Server offers buffet tour
programming
• Server points out fun, kid friendly daily options
Properties to have a comprehensive
program in place that acknowledges kids.
Kids focused • Acknowledged by name if possible, along with the entire table
Activities and special touches should vary Italian Each time activities and • Server greets kids with Italian word of the day
by venue so as to ensure that there is programming • Interactive activity available. For example: pasta name word search puzzle
variety throughout the resort.

• Acknowledged by name if possible, along with the entire table
Kids focused • Kids singing a song from Mexico lindo before start the service
Mexican Each time activities and • Guess the meaning of the main course, for example: burrito, gordita, taco al pastor.
programming Further explanation done by server
• Photo of the Charro hat and Mexican mustache as souvenir
Premium Mixed Grill Each time activities and • Drawing activity, such as draw a cow, chicken, pig. Table winner gets special dessert
programming • Choice of small animal toy
Asian Bistro Each time activities and • Chinese take away box filled with origami paper and instructions
programming • Kids chopsticks are available
Category Team Member Criteria Details

Menus
• Host verifies with adult any specific requirement for the child. Examples: Chair
Kids are acknowledged during
Arrival Host preference, known allergens
the arrival to the restaurant
• Host verified name of child(ren) if possible and passes names onto server
Kids Steps of Service Seating Host and Server

Table is prepared in advance
of seating to accommodate
• Child(ren) is/are acknowledged by name if possible, along with the entire table
• Server and/or Host assists parents as needed with seating the child(ren)
the individual guests
Activities specific to venue

Activites Server are delivered to guest during
table approach or at table
The property to adhere to the proper
operational and steps of service guidelines,
Venue specific menu is • Based on age of child, menu may be delivered to adult
ensuring a consistently high quality guest Presenting Menu Server presented to guest and brief • If buffet restaurant, server to verify that kids selections are available throughout the
experience. review is provided buffet stations
Timing of food delivery is • When taking the order for the table, server to verify if children are to be served
Order Taking Server
verified with adult before or at the same pace as the rest of the table
• All special requirements are acknowledged and verified with key adult. Servers to
Special requests or allergens
Order Taking Server notify manager as necessary
are identified
• All allergens are noted in the POS system to ensure that kitchen is aware
• Upon delivering food, server should ask adult about placement of items in front
Delivery of Food Server Placement of items of young children. Server should ask permission on where to place items including
flatware and plated food and beverage
• Table to be maintained throughout service. Used or discarded dishes and activities

can be removed
Table Maintenance Server Cleaning and refilling
• Prior to refilling any food or beverage for young children, server to discreetly inquire
with adult
End of Meal and • Staff to thank young guests for visiting, by name if possible, and welcome them back
Host and Server Thanking and acknowledging
Departure • If venue has departure gift, item is presented to each child or provided to adult
RESORT SPECIAL F&B EXPERIENCES
PRINT SUB-SECTION
Special Experiences
Philosophy
Operational Guidelines
These special events should reoccur weekly, regardless of occupancy and
predominately be family friendly.
These special events are separate from the venue experiences. They are intended to
be serviced by the Banquet team for set up, execution and breakdown.
Weekly special events are a fun way to
They should be part of the inclusive experience but additional charges can occur
provide guests with a Food and Beverage based on items being served. These additional charges are at the discretion of the
moment to remember that is beyond the property.
standard venues in the resort. The intention
of these events is to provide an extra
experience with wow factors, combining
Food & Beverage with entertainment and
activities.
BOOKING AND
EVENTS AND PRICING THEMES
RESERVATIONS
STAFFING DÉCOR MUSIC AND ENTERTAINMENT
FOOD AND BEVERAGE

SET UP AND SERVICE EVENT EXAMPLES
PRODUCT STANDARDS
Special Experiences
Event Pricing Structure
Property is expected to plan and execute 2-3 Inclusive / No additional charges for guests. Reservations recommended
Operational Guidelines “special food and beverage events” weekly. but not required.
The intention of these events are to:

Enhanced / Most items are included, although there are options
• Provide the guests with an alternative option available for an upcharge. Advance selections may be required during the
to the standard dining venues reservation process. Reservations strongly recommended.
• Assist the property with dispersing the
volume of evening dining reservations, thus
assisting with feeding volumes Premium / Per person charge for participation. Event theme and offerings
are at an exceptional level. Once event fee is processed, no additional
charges to occur during event. Reservations are required.
Events should occur primarily in the early to late
evening time frame.
Curated Occasion / The “only happens once “option, occurring as a single
The number of events that occur are dictated by event during a designated peak booking window. Curated events to occur in
the total number of guests/resort occupancy. coordination with property sales & marketing and are posted on hotel site
to enhance the booking experience. Event can be inclusive, enhanced or
Event themes can vary based on property location premium. Reservations are required and advanced deposit can occur.
and available space in which to hold the event.
* Any collaboration with branded supplier for a reoccurring event must

receive regional approvals due to brand affiliations
Special Experiences
Staffing Themes
Operational Guidelines • Staffing to be appropriate for event style and hours of • Themes to be robust and comprehensive celebrating
service the property location and special resort elements
• Staffing to be scheduled and dedicated to event • Refer to Special Events Examples

including Event Operations Manager/Supervisor/
Captain
Our goal is to create unforgettable • Refer to Meetings and Events Guidelines for further
experiences that build timeless vacation criteria
memories for the whole family.
Event themes should be reflective of

the location, celebrating the best flavors
and experiences that the property has to Product Tips for Success
offer. Events are expected to be on trend,
• Adhere to guidelines on product specifications and • Create a standardized BEO for the reoccurring events
seasonally influenced and updated annually portion sizes for any “inclusive” event and distribute weekly to ensure that details are not
with fresh content. missed
• Premium tiered beverages to follow property program
unless it is a specialized product sponsored event • Create events that can also be used for group
Property operations should work in business in Meetings and Events
• Product specifications for upsell/additional charge at
unison to execute event, including but property discretion • Emphasize experiences that engage guests or get
not limited to: Catering and Events, them really excited to experience
• Regional or local products to meet guidelines for
Banquets, Convention Services, Recreation, Hilton Supply Management (HSM) purchasing
Engineering, Culinary, Food & Beverage and standards
Marketing. • Refer to Food and Beverage Product Specifications
• Refer to Protein Portioning Guidelines
Special Experiences
Décor Booking and Reservations
• Décor to be appropriate for the event and in good • Special events to be posted on hotel website and
working condition within on-property marketing materials
• Décor to be robust • Fees and charges to be clearly communicated

Operational Guidelines • Thoughtful touches are expected • Front desk, concierge team and venue hosts to assist
with reservations
• Organizational details of décor are the responsibility
of the catering and banquets team • Dedicated phone number provided for event books
• A small amount of budget should be allocated for

each event to ensure that decorations are available
Music and Entertainment
• Special F&B events to have music and/or

Set Up and Service
entertainment appropriate for each event style
• Banquet services to set up and service the themed • Internal coordination for Audio Visual required
events
• Event to be ready no less than 30 minutes prior to

posted event start time
• Refer to Front of the House and Heart of the House Tips for Success
Cleaning Guidelines
• Refer to Meetings and Events Guidelines for: • Property should have a few styles of décor that is well
coordinated and make sense for event style
• Criteria on equipment and linens
• Have an annual budget for replenishing décor
• Criteria on event set up procedures
• Have images of the event setups to assist Team
• Audio Visual guidelines Members to recreate weekly
• Event readiness
• Operating guidelines
• Bar set up and service
Special Experiences
Example Events
Our goal is to create unforgettable

experiences that build timeless vacation
memories for the whole family.
Toes In The Sand BBQ Mexican Fire Pit Cooking Caribbean Lobster Market
Relaxed dinner buffet with Showcasing Mayan cooking styles and Premium experience where guest
entertainment and family activities curated tastings of local spirits, includes indulge in endless cooked lobster and
learning “how to” premium wines
LOBSTER MARKET
BBQ EXAMPLE MENU FIRE PIT EXAMPLE MENU
EXAMPLE MENU
BUFFET RESTAURANT
PRINT SUB-SECTION
Buffet Restaurant
3-Meal Buffet Restaurant Philosophy
Ð The buffet set up is designed to allow guests to help themselves as they please
and select the pace in which their meal is consumed.
Ð The offerings will be fresh, well presented and interesting, offering a robust
The 3-meal buffet restaurant serves variety from start to finish.
breakfast, lunch and dinner. It is a self
Ð Daily lunch menu must vary from daily dinner menu. Lunch required to have
service environment layered with service
7-day menu rotation minimum. Dinner required to have globally inspired 7-day
moments ensuring that the guest feels menu rotation minimum.
attended to. All meal periods serve a
globally influenced selection of dishes
showcasing local ingredients.
HOURS OF OPERATION AND MANAGEMENT

VENUE OPERATIONS RESPONSIBILITIES
STAFFING GUIDELINES
FOOD AND BEVERAGE OPENING AND OPERATIONAL PROCEDURE

OFFERINGS CLOSING DUTIES CHECKLIST
STEPS OF SERVICE TRAINING CLEANING AND SANITATION

KEY SERVICE EXPERIENCES
DOCUMENTS AND AUDITS
Buffet Restaurant
Hours of Operation & Category Frequency Criteria Notes
Staffing Breakfast Daily 6:30 AM – 10:30 AM Additional hours of operation adjustments

approved based on market needs.
Food and beverage service to be

Lunch Daily 12 Noon – 3 PM
uninterrupted during posted hours of
operation.
Ð Minimum hours of operation are
indicated in the following table Dinner Daily 6 PM - 10 PM
Ð Staffing will be influenced by

occupancy, restaurant capture,
style of service and restaurant
capacity
Ð Guidance is based on average Job Function Breakfast Lunch Dinner
staffing per cover (total covers
served/Team Member) 2 up to 300 covers
Buffet Attendant 3 up to 500 covers
Maximum staffing 4
Server 1 per station of 30 seats 1 per station of 40 seats 1 per station of 30 seats
Host 1 per 200 covers 1 per 350 covers 1 per 250 covers
1 per 250 covers

Bartender, service bar* 1 1
Manager/Supervisor 1 per 300 covers
*If full-service bar is operational
Buffet Restaurant
Food and Beverage

Offerings
Ð Property will serve breakfast, lunch and dinner at the buffet restaurant. This
restaurant will be open 7 days a week and the property will adhere to the
minimum guidelines for food and beverage offerings.
Ð Food and beverage area must be non-smoking.
Ð All hotels must use china, glassware and stainless cutlery as approved by brand.
Ð Property to follow Hilton sustainability programs including biodegradable

disposables. Plastic straws, stir sticks and cocktail picks are not permitted.
Ð Property to adhere to guidelines for Kids food and beverage options.
GLOBAL BUFFET
KIDS PROGRAMMING
MINIMUM OFFERINGS
Buffet Restaurant
Category Team Member Experience Detail
Key Service Experiences

Welcome greeting for all guests/
parties utilizes the restaurant After greeting, host can transition to standard process of validating
Arrival Host
name and is available in both name, room number and number of attendees in the party
Breakfast English or local language
Host highlights a specialty item Host describes an item available and directs the guest on where it can
Seating Host
on the buffet be found in the buffet area
Special local sauce/condiment Robust selection of sauces, salsa and/or condiments consistent with
Food Selection Attendant
selection local traditions. Allows guest to experience local flavors
Based on location, a specialty beverage cart to be available in the dining

room serving guests
Examples: Mexican hot chocolate cart targeting tables of families
Specialty beverage cart
Beverage Attendant with children as priority. Cart will include toppings appropriate for hot
chocolate
Café de la Olla
Offering of delivery of pot of

Service Server
coffee to the table
Restaurant to record special preference in guest profile

Team Members thank guests by
Departure Host/Server/Manager
name
Buffet Restaurant

Lunch Welcome greeting for all guests/

parties utilizes the restaurant
After greeting, host can transition to standard process of
validating name, room number and number of attendees in
Arrival Host the party
name and is available in both
English or local language
Host to inform guest of the daily offering theme
Host highlights a specialty or Host describes an item available and directs the guest on
Seating Host
signature item on the buffet where it can be found in the buffet area
Fresh, non alcoholic beverage Examples:

options available • Infused iced teas
Beverage Selection
Available served or on the buffet • Agua frescas
area • Freshly made lemonade
Team Members thank guests by

Departure Server Restaurant to record special preference in guest profile
name
High quality “to go” baskets/

plates are available for guests to
Other Buffet/Attendant
transport food to the pool deck
while staying on property
Buffet Restaurant

Welcome greeting for all guests/
After greeting, host can transition to standard process of
parties utilizes the restaurant name
Arrival Host validating name, room number and number of attendees in
and is available in both English or
Dinner
the party
local language
Host highlights a specialty item on Host describes an item available and directs the guest on
Seating Host
the buffet where it can be found in the buffet area
Server inquires as to if any guest

Includes alcohol
Table Greeting Server would like to start dinner with
Items are offered to be served at the table
beverage
Pool carts are used to enhance

Carts to be placed throughout the dining area
Food Selection Attendant the evening programming and
Items served to complement buffet daily theme
selections
A special beverage offering to enhance the evening theme

Special offering consistent with Examples:
dinner theme if applicable • BBQ – Southern sweet tea
Beverage Selection Attendant
Can be served from the beverage • Asia – Chai iced tea, bubble tea
counter • International street food – mango & raspberry milk
Thanks guests and notes any special

Evening events/shows and timing
Departure Host evening experiences occurring on
property
Buffet Restaurant
VENUE OPERATIONS
Preparing the restaurant for service is critical to ensuring guest satisfaction. The property must ensure
that designated leadership is following the opening and closing guidelines.
Buffet Restaurant
Category Sub-Category Criteria
• Team Members should be issued a professionally-designed and produced uniform set that is specific to the
Environment
restauant in which they work
Uniform
• Uniforms should be properly fitted and tailored for each Team Member
• Uniforms must be returned and laundered on-property at the end of each shift
Breakfast Mid Day

• Table set for meal period including small centerpiece • Table set for meal period including small centerpiece
Creating the right atmosphere for the guest
• Coffee cup, saucer, spoon • Water glass - optional
ensures that the upgraded experience • Water glass - optional • Salt and pepper – optional, based on local restrictions
• Sugar holder • Linen napkin
is recognized. Special attention to detail • Salt and pepper – optional, based on local • Fork and knife. Additional pieces added at property
should be given to the equipment and restrictions discretion
• Linen napkin
atmosphere in the restaurant. Operating
Table Top • Fork and knife. Additional pieces added at property Evening
Equipment
discretion • Table set for meal period including small centerpiece
• Placemat - recommended • Water glass – optional
• Wine glass – optional
• Bread and butter plate
• Salt and pepper – optional, based on local restrictions
• Linen napkin
• Fork and knife. Additional pieces added at property
discretion
• China must be used in all F&B venues. Disposable dishware to be available upon request
Operating Service and • Glassware must be used in all F&B venues
Equipment Presentation Pieces • Plastic and compostable plastic straws, stir sticks, and cocktail picks are not permitted
• Quality presentation pieces to be used
Music Music program should evolve and transition to remain appropriate to the time of day
Lighting Lighting levels should transition with time of day and be lowered in the evenings as appropriate
Buffet Restaurant
Category Frequency Criteria
Venue Opening Duties Preparing Cold Plates The optimum time must be established by property to turn on cold plates & fill ice wells in order to
Buffet And Ice Wells
Daily, before each meal period
ensure required safe food temperatures are maintained
Preparing Cooking Surfaces The optimum time must be established by property for hot cooking surfaces to be turned on
Including Ovens, Pizza Ovens, Daily, before each meal period ensuring required safe food temperatures are maintained and equipment is ready for service.
Grills And Planchas ** pizza ovens may require longer heat times
Prior to opening, the optimum time must be established by the property to turn on buffet heating
Buffet Heating Elements Daily, before each meal period
elements and cooking surfaces
Plate Warmers The optimum time must be established by property to turn on the plate warmers. Temperature
(if applicable) must be checked to ensure plates are not too hot or not warm enough
Plates, Bowls, Specialty Plates, bowls must be stocked to designated par levels. Special flatware needs to be positioned
Flatware near items to be consumed and stocked to designated par levels
All service utensils to be clean and in place prior to the start of service. Service utensils to have
Service Ware Daily, before each meal period
under liner, if not placed within the item being served
Buffet Restaurant
Category Frequency Criteria Notes

Venue Closing Duties
Buffet Reinforce that service will continue but wanted
Daily, 30 minutes Designated venue manager/supervisor to notify seated guest to be aware that the kitchen will begin
Closing Notification
prior to closing guests that venue closing time is approaching breakdown soon in order to reset for next
service
The entrance door must be must be closed in alignment

Entrance Door To Venue
Daily at designated with posted hours of operation. If venue does not have Team Member present to open door for late
Is Closed At Posted
time a door, a professionally printed sign must be posted at departing guests
Closing Time
entrance
• Designated attendants to support kitchen

with buffet breakdown
Daily at designated Buffet breakdown to commence only once validation • All food items to be brought to the kitchen
Buffet Breakdown
time has occurred with front of the house management for proper disposal or storage
• No Team Member consumption to occur
without proper approval by management
All alcohol must be accounted for and at end of

Daily, after each Cost controller to assign covers by venue and a
Alcohol Security business returned to a locked storage, inventoried and
meal period consumption per client will be calculated
validated by a supervisor
Ensure all decorations and props are cleaned, sanitized Hotel to have a plan in place for proper storage
Daily, before each
Decorations and returned to a storeroom if not being used for next of décor items to ensure that minimal breakage
meal period
meal period. Items to be stored in a locked space occurs
Buffet Restaurant
Steps of Service
The property to adhere to the proper operational and steps of service guidelines,
ensuring a consistently high quality guest experience.
Maintaining the proper cadence of service
is important to ensuring that details
are captured. In a buffet restaurant it’s STEPS OF SERVICE TRAINING STEPS OF SERVICE MANAGER
anticipated that the guest may not be DOCUMENTS AUDIT FORM
seated at the time that particular service

steps occur. The Service Flow Chart outlines
STEPS OF SERVICE FLOW CHART
detailed processes during the service
experience.
Buffet Restaurant
VENUE MANAGEMENT
Proper communication and supervision is critical to ensuring consistency in guest experience. The
property to follow the established guidelines for daily management of the food and beverage areas. A
manager and/or supervisor to be present during meal periods to ensure guest satisfaction is being met.
Buffet Restaurant
Manager Responsibilites Manager/supervisor to conduct a daily briefing with

service team to discuss the below items:
• VIP guests
• Special reservations
Daily, each meal • Guests with allergens that have been identified in the
Daily Staff Briefing Managers and supervisors
period system
• Menu familiarization including menu highlights
• Service standards review, daily training
• Team Member grooming standards including
uniforms
• Guests to be greeted upon arrival to restaurant

• Verbal greeting expected for guests within immediate
As needed during proximity of host station
Greet Guests All managers, supervisors and host team
the meal period • Eye contact expected for guests that may be in queue
• Departing guests to be thanked for coming and a fond
farewell extended
• All issues involving guests to be handled by the

manager on duty to ensure swift and appropriate
As needed during resolution Hotel to have designated protocols in reporting
Guest Satisfaction
the meal period guest satisfaction issues and service recovery
• Supervisor and/or manager to conduct ongoing table
touches to ensure guest satisfaction is being achieved
Manager/supervisor to ensure that the venue is ready

for service
• Proper staffing levels based on occupancy/guest
Daily, each meal count
Venue Readiness period • Room set per guidelines including music, lighting, Refer to: Daily Side Station Par Stock Checklist
tables/chairs, table top
• Cleanliness and sanitation standards
• Food and beverage areas ready for service
• Inventory and par stock
Buffet Restaurant
• Designated venue manager to inspect dining area, ensure that venue is

Room Readiness Daily, each meal period
ready for service and all key touch points have been inspected as noted
Venue Readiness • Tables and chairs are set consistent with floor plan and line up properly in all Refer to: Table top Look
rows from all angles Book or concept brief for
Tables and Chairs Daily, each meal period property
• Tables have been set in advance for large party reservations and are
designated with a reserved sign
Management to ensure that the following Table top setup is visibly clean, properly sanitized and ready for service.
Attention is given to ensure
Management to review table top setup and ensure that it is consistent to
that linen level heights line
key points have been reviewed for accuracy the established standard
up on all tables providing a
and compliance prior to the start of service Key points:
sense of organization and
Table Top Setup Is As Per visual consistency
and maintained throughout service period. Meal Period Standard
Daily, each meal period • Salt & pepper shakers are in correct position, lined up with other tables
• Glassware are clean and free of water marks/streaks and debris and
positioned properly
• Silverware are correctly placed, clean and in good condition
• Placemats are clean and sanitized and placed in correct position with
equal spacing
Management to review the following items:

• Placemats are properly set on table, clean and in good condition
• Napkins have proper fold, free of stains and in good condition
• Linen is without creases, free of stains, debris and holes
Napkins, Placemats And • Tablecloth underlay is off the floor and lined up with other table cloth
Daily, each meal period
Table Linens (If Applicable) underlays (no difference of height between tables) if applicable
• Over lay is lined up properly with other tables and not crooked (horizontal
with the floor)
• Runner (If applicable) is level on both sides of table and matches position
of other tables
Review side station mise-en-place and opening inventories:

Refer to Side station par
• Correct quantity of silverware, folded napkins, side plates, glassware,
stock checklist
Side Stations Daily, each meal period coffee cups/mugs, saucers, sugar bowls, beverage coasters, paper
napkins and all items needed for efficient service
• Wine and beer quantities match opening inventory
Dining Area Cleanliness Before each meal period • Dining areas cleanliness are maintained. Free from spilled food and trash Refer to Side station par
And Consistency Ongoing during service • Staged dirty dishes are not permitted stock checklist
Buffet Restaurant
Venue Readiness
Buffet Areas • Management to review buffet selections and
ensure established minimum criteria and/or daily
Any variations to be addressed immediately
Buffet Offerings Daily, each meal period menu is achieved
with the kitchen and rectified
• Food labels match items served, are correctly
spelled and allergens are identified
• Management to inspect all buffet service For presentations that are repetitive,
Daily, each meal period.
areas and ensure that the guest experience is property to have reference images for Team
Buffet Presentations A minimum of thirty (30)
exceptional. To include both food and beverage Members to follow to ensure consistent
minutes prior to opening time
areas presentations
The following points to be checked prior to opening,

ensuring readiness:
• Floor
• Counter tops Refer to Front of the House cleaning
Buffet Cleanliness Daily, each meal period
• Sneeze guards guidelines document
• Service utensils, in place
• China and glassware
• Beverage station
Daily, each meal period. A

• Prior to opening ensure sufficient par stocks of Items should be placed in proximity to foods
Plates And Service Ware minimum of thirty (30) minutes
service china and glassware on buffet being served
prior to opening time
• Proper food temperatures to be maintained.

Daily, each meal period. Refer to HAACP program standards (if
Hot And Cold Food Temperatures to be taken hourly of displayed
Checked frequently applicable), Distintivo H standards,
Temperatures food items and logs maintained throughout EcoSure standards
throughout service
service
Buffet Restaurant
 Opening and closing duties for venue

Operational Procedures
Ð Equipment working condition checklist
Ð Linen handling procedures

Ð Cleaning schedules:
 Daily, weekly, monthly and annual
Property to have established operational
procedures in place.
 Guest satisfaction/service recovery procedures
 Team Member onboarding training certification
 Training calendar and training documentation
Daily pre-shifts
Ð
Ð Weekly/monthly training topics
 China, silver, glass and linen par stocks and inventory procedures
 Recipes books with costing for both food and beverage menu items
 Bar control processes including pour techniques, opening/closing duties
 Waste log
Buffet Restaurant
Cleaning and Sanitation
The property to support all Hilton cleaning and sanitation guidelines and programs.
FRONT OF THE HOUSE HEART OF THE HOUSE

CLEANING AND SANITATION CLEANING AND SANITATION
GUIDELINES GUIDELINES
GRAB & GO MARKET
PRINT SUB-SECTION
Grab & Go Market
Philosophy
Grab & Go Market Ð Some items may be freshly prepared to order, but the majority
of the items are individually packaged or casually served for take
away.
Ð The offerings will be fresh, well presented and interesting, offering a

robust variety from start to finish.
The Grab & Go Market operates throughout Ð Properties are approved to offer additional items at an additional
the day serving breakfast, lunch charge but these items should be limited in quantity.
and evening offerings. Based on property Ð Branded pieces such as bags, cups, stickers to be approved by
and market demands, the market Hilton. Property to follow Hilton’s sustainability program guidelines
for packaging materials.
may be open 24 hours.
HOURS OF OPERATION AND OPERATIONAL PROCEDURE

STAFFING GUIDELINES KEY SERVICE EXPERIENCES MANAGEMENT CHECKLIST
FOOD AND BEVERAGE OPENING AND CLOSING

OFFERINGS DUTIES VENUE READINESS
ENVIRONMENT GUIDELINES STEPS OF SERVICE CLEANING AND SANITATION
Grab & Go Market
Hours of Operations &

Staffing Category Frequency Criteria Notes
Breakfast Daily 7:00 AM – 12:00 Noon
• Additional hours of operation adjustments approved

Ð Minimum hours of operation are All Day Daily 12:00 Noon – 10:00 PM based on market needs
• Food and beverage service to be uninterrupted during
indicated in the following table. posted hours of operation
Ð Staffing will be influenced by Late Night If applicable 10:00 PM – 2:00 AM
occupancy and other venues
open/closed.
Ð Guidance is based on average
staffing per cover (total covers
served/Team Member).
Category Breakfast, Lunch & Dinner
1 up to 40 covers
Attendant/Barista
2 up to 80 covers
Grab & Go Market
Food & Beverage

Offerings
Food and Beverage Offerings
Property will serve breakfast, all day and Food and beverage area must be non-smoking.
late night food and beverage at the Grab &
In addition to the minimum product offerings, properties are approved
Go Market. The venue will be open 7 days a to provide items at an additional charge for guests to purchase
week and the property will adhere to consistent with the guidelines.
the minimum guidelines for food and
beverage offerings.
GRAB & GO MARKET
MINIMUM OFFERINGS
Grab & Go Market
Environment • Team Members to be issued a professionally-designed and produced uniform set that is
specific to the venue in which they work
Uniform
If seating is available in the space, tables are to have a designed small centerpiece that
Creating the right atmosphere for the Operating Equipment Table Top
is easily maintained and of good quality
guest helps in showcasing the quality of the
offerings. Special attention to detail should
• Quality presentation pieces to be used that are consistent with the design of the space
be given to the equipment and atmosphere Service and • Quality disposable service items are to be used, consistent with Hilton sustainability
Operating Equipment
in the Grab & Go Market. Equipment should Presentation Pieces programs. Branded items to be of high quality
• Plastic and compostable plastic straws and stir sticks are not permitted
be selected with care and appropriate for
the item being served.
• Food and beverage labels to be easy to read, clean and professionally presented. If
items are offered at an additional charge, cost of item to be clearly designated
• Table tents to be moderate in size and professionally designed. Table tents to be
Signage and Printed maintained in good quality, cleaned as part of the daily cleaning schedule and easy to
Collateral read
• Menu signage (digital or printed) to be easy to read, clean and professionally designed
• Branded pieces (bags, cups, labels, etc.) to be professionally designed, consistent with
the brand identity of the venue. If possible all items to be sustainable
Lighting levels should transition with time of day and be lowered in the evenings
Lighting
as appropriate
Grab & Go Market

Team Member /
Category Experience Detail
Frequency
Arrival Attendant Guests are welcomed in their own language if possible
Operations
Key Service Experiences Guest Journey Cashier/Attendant Specialty item of the day is highlighted
Attendant describes an item available and directs the
guest on where it can be found in the display area
• Examples for recognition are:

If information is available in the system, special
Guest Journey Cashier/Attendant • Small note on guest coffee order
Great service is critical to ensuring guest celebrations such as birthdays are recognized
• “Gift” of candy or small pastry/bakery
satisfaction. The property to ensure that
designated leadership is following the
Restaurant to record special preference in guest
opening and closing guidelines as well as Departure Attendant/Manager Team Members thank guests by name
profile
key service experiences.
Signage should be fun and engaging and make the Signage and labels are fun. Use of small quotes,
Signage Daily
guest smile positive comments and fun names to items
• Fresh juices are available for guests to make their

own flavor including herbal infusions
Shaken juice
Breakfast Daily • Warm Grab & Go Market breakfast sandwiches
Breakfast sandwiches
are prepared and served, supporting breakfast
volume
• A daily special coffee drink (hot or cold) is posted

and offered. Intended to be complimentary but can
be presented as an upcharge if appropriate
• Properties can utilize specialty beverage cart to
Coffee Daily Posted “special” drink of the day from the baristas
supplement offerings.
• Examples include:
• Hot chocolate
• Mexican coffee
Grab & Go Market
Operations Category Frequency Experience Detail
Key Service Experiences At 2:00 PM daily, warm cookies are

Afternoon Treat Daily Warm cookies served, freshly baked. Flavor changes
daily
High value items such as large format

Great service is critical to ensuring guest Beverage Daily Premium bottled items are available for a charge
energy drinks, specialty waters
• Items served after 9 PM are focused
opening and closing guidelines as well as on the “snack” category such as pizza,
tacos, sliders
key service experiences. Late Night Daily Food service • Items should be easy and quick to
serve, smaller portioning
• Food carts can be used to supplement
as needed
• Fun and inexpensive candy items are

available for consumption. Example:
Local Specialties Daily Local candy available
Chupa Chups
• Minimum selection 2
Grab & Go Market
Operations
Venue Opening Duties
Preparing Cold Plates Daily, before each The optimum time must be established by property to turn on cold plates & fill ice wells in
And Ice Wells meal period order to ensure required safe food temperatures are maintained
Great service is critical to ensuring guest Cooking Surfaces The optimum time must be established by property for hot cooking surfaces to be turned
Daily, before each
satisfaction. The property to ensure that (Ovens, Pizza Ovens,
meal period
on ensuring required safe food temperatures are maintained and equipment is ready for
Grills, Planchas) service. ** pizza ovens may require longer heat times
opening and closing guidelines as well as
Daily, before each Prior to opening, coffee machines and any hot water system must be turned on to allow
key service experiences. Coffee Machines
meal period for sufficient time for machine to reach operational temperatures
Daily, before each Prior to opening, the optimum time must be established by the property to turn on buffet
Buffet Heating Elements
meal period heating elements and cooking surfaces
Food Warmers Daily, before each The optimum time must be established by property to turn on the food warmers.
(if applicable) meal period Temperature must be checked to ensure proper food temperatures are maintained
Operating Service Daily, before each Plates, bowls, etc. must be stocked to designated par levels. Special service ware needs to
Equipment meal period be positioned near items for guest use (if applicable)
Daily, before each All service utensils to be clean and in place prior to the start of service. Service utensils to
Service Ware
meal period have under liner, if not placed within the item being served
Grab & Go Market Category Frequency Criteria Notes
• Expiration dates are checked daily. Expired items are removed

Merchandise Stocking for Daily, before each
• Par stocks are maintained
Commercial Products meal period
• Labels are faced to the guest
Operations
Venue Opening Duties • Par stocks are maintained
• Products contain a label (if packaged) and date of production
Daily, before each
Perishable Product Display (best used by)
meal period
• Items are visibly checked for quality, any suspect items are
removed and returned to the commissary kitchen
Great service is critical to ensuring guest

satisfaction. The property to ensure that • Par stocks are maintained for all items needed to support service Examples:
Consumable Daily, before each • Quality of mis en place is good • Pizza prep
designated leadership is following the Mise en Place meal period • Proper temperatures have been maintained • Sandwich prep
opening and closing guidelines as well as • Prep is received with proper labeling and dates from commissary • Cut fruits for juices

• All displayed fresh items are properly labeled noting special
Daily, before each ingredients
Labels
meal period • Gluten free items are labeled
• Vegetarian/vegan items are labeled
• Equipment is checked each shift to ensure that it is in good

working condition.
Equipment Working Daily, before each
• Cold and hot holding equipment, temperatures are checked
Condition meal period
• Machinery (blenders, coffee machines, etc.) are in
good working condition
• Cash drawer is in place

Daily, before each • Check presenters are in good working condition
Cashier
meal period • Credit card and wrist band charging machine is working
• Branded pens are available for guest room charges
• Clean and organized

Daily, before each
Condiment Station • Par stocks are met
meal period
• Trash can is in place, clean with clean and empty liner
Grab & Go Market
Operations Closing Notification

Daily, 15 minutes Designated venue attendant/supervisor to notify guests that
It is appropriate to place a
professionally written discreet sign in
prior to closing venue closing time is approaching the location once the area has been
Venue Closing Duties closed
Entrance Door To Venue Is The entrance door must be must be closed in alignment with
Daily, at
Closed At Posted Closing posted hours of operation. If venue does not have a door, a If applicable
designated time
Time professionally printed sign must be posted at entrance
satisfaction. The property to ensure that • Equipment is turned off with the exception of items needing
designated leadership is following the to maintain cold temperatures for product (ice cream display,
Prior to staff leaving area, any hot
refrigerators)
opening and closing guidelines as well as Equipment Daily, at end of shift • Equipment is cleaned per manufacturer’s recommendations
equipment is checked to ensure that
should a guest touch the equipment
key service experiences. • Internal and external cavities are clean. Inclusive of but not
that they will not be burned
limited to hot warming trays, coffee machines, pizza ovens,
heat lamps
Includes counters, cabinet doors,

Surfaces are wiped and cleaned using approved cleanser
Work Surfaces Daily, at end of shift refrigeration doors, hand pulls, POS
Additional wiping including a surface sanitizer is used
station
• Floors are swept, removing debris

Floors Daily, at end of shift • Floors are mopped using approved floor cleaner
• Mats are removed. Vacuumed or washed based on mat type
Ensure all decorations are cleaned, sanitized and returned to a

Daily, after each Includes any table centerpieces as well
Decorations storeroom if not being used for next meal period. Items to be
meal period as counter display items
stored in a locked space
• Cabinets, merchandisers are locked at the end of the shift,

ensuring that product is secure
Product Controls Daily, at end of shift
• Alcohol is inventoried and report provided to manager or cost
controller as per property process
Grab & Go Market
Operations Closing Side Daily, at designated Management team is to assign Team Member to daily closing
Job Duties time duties on a rotational basis
Venue Closing Duties
• All alcohol must be accounted for at end of each shift or
Daily, after each business day
Alcohol Security
meal period • Alcohol returned to a locked storage, inventoried and
validated by a supervisor
designated leadership is following the Daily, after each
Venue Cleaning Floors and carpets to be swept/vacuumed at the end of service Daily overnight space cleaning to occur
opening and closing guidelines as well as meal period
Daily, after each • Restaurant has been set per the table plan
Room Set
meal period • Any damaged chairs or tables have been removed
Side stations are set with the correct types and amount of
Daily, after each
Side Stations operating supplies, as per checklist. Side stations are Trash containers are clean with new liner
meal period
clean and organized
Daily, after each Work orders are completed and submitted to the maintenance
Facility Maintenance
meal period team for any equipment that is not in working order
Daily, after dinner Once all closing duties have been performed and inspected, all
Securing of Venue
shift access doors to the venue to be closed and locked
Grab & Go Market
Steps of Service Steps of Service
The property to adhere to the proper operational and steps of service guidelines,
ensuring a consistently high quality guest experience
ATTENDANT, BARISTA
CHECKING ID
PROCEDURES
GENERAL GUEST SERVICE CHECK PRESENTATION
GUEST NAME USAGE
Grab & Go Market
Management Manager/supervisor to conduct a daily briefing with service team to

discuss the below items:
• VIP guests
• Groups in house Managers and
Daily Staff Briefing Daily, each meal period
• Opportunities, new products, daily training supervisors
• Team Member grooming standards including uniforms
• Special tasks of the shift including cleaning
• Financial and service objectives
Managers and supervisors are to be present
and available during operating hours.
• Guests to be greeted upon arrival to the Grab & Go Market
• Eye contact expected for customers
All managers,
As needed, • Explain briefly the concept to every customer
Guest Interactions supervisors and service
during the meal period • Departing guest/customers to be thanked for coming and a fond
assistants
farewell extended
• Take in account any guest/customer suggestions
Hotel to have
designated protocols
As needed, • All issues involving guest to be handled by the manager on duty to
Guest Satisfaction in reporting guest
during the meal period ensure swift and appropriate resolution
satisfaction issues and
service recovery
• Manager/supervisor to ensure that the Grab & Go Market is ready for

service
Refer to: Daily Side
• Proper staffing levels based on occupancy/guest count
Venue Readiness Daily, each meal period Station Par Stock
• Venue set per guidelines including music, lighting, tables/chairs,
Checklist
table top, space layout, equipment, etc.
• Cleanliness and sanitation standards are met
Grab & Go Market Category Frequency Criteria Notes
Venue Readiness Daily, each meal period Lighting and music are on and at appropriate levels for day part
Any damaged
Market Readiness Tables and Chairs Daily, each meal period
• Tables, chairs and set up are organized consistent with floor plan
equipment to be
reported to facility
• Tables and chairs are in good working condition and visibly clean maintenance and
removed from
service
Shelves and products displays are visibly clean, properly sanitized and
Management to ensure that the following ready for service. Management to review product displays and ensure
Attention is
given to ensure
key points have been reviewed for accuracy that it is consistent to the established standard
layout and set up
Shelves and Displays Daily, each meal period Key points:
and are in compliance prior to the start of • Products available for an additional charge are labeled with the price
providing a sense
of organization and
service and maintained throughout service • Displays are appropriate for the market, not over crowded
visual consistency
• Merchandisers are stocked and remain full throughout service
period.
Equipment Daily, each meal period Equipment is in good working condition and visibly clean
• Work areas are to remain clean and organized

Work Areas Daily, each meal period
• Special attention is given to any area that is in guest view
• Side stations, storage cabinets and condiment areas are kept

organized
Side Station, Storage and • Areas are visibly clean
Daily, each meal period
Condiment Counter • Condiment counter is stocked, ready for service with appropriate
selections
• Trash cans are present, cans are clean and lined with a fresh liner
• Sanitizer station is present for guest use. Products are full

• Hand sanitizer is available at cashier location
Sanitation Daily, each meal period • Proper food safe sanitizer is present in all work areas for Team
Members
• Surfaces are wiped with sanitizer often during operating hours
Grab & Go Market
Market Readiness
• Machine is cleaned after each preparation

Product inventory is
• Coffee grinder is well calibrated and checked for accuracy
Coffee Station Daily, each meal period maintained at minimal
• Machines (manual, automatic and drip) are cleaned daily,
Management to ensure that the following consistent with manufacturers cleaning instructions
operating levels
key points have been reviewed for accuracy
and are in compliance prior to the start of
• Team Members adhere to the property’s grooming
service and maintained throughout service standards
Team Members Daily, each meal period • Only Team Members in proper uniform are actively working
period.
• Team Members have appropriate protective equipment
available. Includes heat resistant gloves or pads
Refer to Front of
Grab & Go
Daily, each meal period Property to adhere to the guidelines as outlined the House Cleaning
Market Cleanliness
Guidelines

Disposable Containers Prior to opening ensure sufficient par stocks of service china,
A minimum of thirty (30)
and Service Ware disposable containers, cups, lids, trays and bags to take away
Refer to Front of
Dining Area Cleanliness Before each meal period Dining areas cleanliness are maintained. Free from spilled food
the House Cleaning
and Consistency Ongoing during service and trash. Staged dirty dishes are not permitted
Guidelines
Grab & Go Market
 Opening and closing duties for Grab & Go Market
Operational Procedures Ð Equipment working condition checklist


procedures in place.  Team Member onboarding training certification
Daily pre-shifts
Ð
 Equipment handling manual
 Par stock and inventory control of products
 Waste recycling program
 Sustainability processes and procedures
Grab & Go Market
Cleaning and Sanitation

CLEANING AND CLEANING AND
SANITATION GUIDELINES SANITATION GUIDELINES
Grab & Go Market Minimum

Category Criteria
Selections
Options available to support breakfast programming.

Items can be hand held or plates/bowls and can be hot or
Breakfast Selections 3 cold categories Warm breakfast sandwiches are recommended
• Item containing bacon or sausageas options
Minimum Offerings • Healthy option (e.g. egg white frittata, Acai bowl)
Available all day

Fresh juices are available for guests to make their own flavor
Fruit 5 • Whole fruit, selection of 3 to include banana
including herbal infusions
• Fresh fruit salad or single type fruit cups
Selection adjusts by daypart

Morning
• Croissant and muffin are required
Pastry And Bakery 5 Cookie flavors change daily
Afternoon – All Day
• Cookies, minimum of 2 selections
• Brownies and bars, minimum of 1 selection
Available all day

Juice 4 • Freshly made/squeezed preferred Consider having detox option
• “Healthy” smoothie/blended drink
Available after 10:00 AM.

Sandwiches 3
Can include hot and cold options
Available after 10:00 AM. Include

• Consider offering salad condiments as upgrade options
Salad 4 • Caesar
• Consider optional protein additions
• Mixed or chopped salad
• Items can be cooked to order or prepared/hot held

Options available all day
• Selection to evolve based on target meal period
• Breakfast – Minimum of 3 selections
Hot Food • Consider offering daily soup
• All Day – Minimum of 4 selections
• Consider offering local specialties
• Overnight/Late Night – Minimum of 3 selections
• High quality pizza offered from wood oven (if applicable)
• Items should be easy and quick to serve, smaller

Available from 11:00 PM until closing portioning with minimal preparation
Late Night 5
• Minimum available selections to be hot and/or cold • Snack items such as tacos, pizza, nachos, etc. are
recommended
A LA CARTE RESTAURANT
PRINT SUB-SECTION
A la Carte Restaraunt
A la Carte Restaurant Philosophy
Ð Service may be supported by a small buffet counter or specialty cart.

Minimum offerings will vary by concept type.
Ð It is the intention that menu selections are served individually to each

The a la carte restaurant serves food and seated guest. Based on concept, there may be shared items or family
beverage at the table in a traditional style service.
manner.
Ð Properties are expected to have a wide variety of daily options available
to the guest.
HOURS OF OPERATION AND MANAGEMENT

VENUE OPERATIONS RESPONSIBILITIES
STAFFING GUIDELINES
MINIMUM OFFERING BY OPERATIONAL PROCEDURE

OPENING AND CLOSING DUTIES CHECKLIST
CONCEPT TYPE
STEPS OF SERVICE TRAINING CLEANING AND SANITATION

KIDS PROGRAMMING

The hours of operation are specific to the property based on occupancy and total number of available dining options.
An a la carte restaurant can serve all meal periods but are not required to do so.
Staffing
Job Function Breakfast Lunch Dinner
Host 1 per 150 covers
Server 1 per station of 20 seats 1 per station of 30 seats 1 per station of 20 seats
Bartender 1 (if applicable) 1 per 100 covers 1 per 100 covers
*Additional positions to be added based on concept and business need
Food & Beverage

Offerings
Food and beverage areas to be non-smoking unless specifically designed
otherwise.
Property will ensure that an assortment of
restaurants will be open and available daily. All hotels must use china, glassware and silver as approved by the brand.
The property will adhere to the minimum
Property to follow Hilton sustainability programs including
guidelines for food and beverage offerings.
biodegradable disposables. Plastic straws, stir sticks and cocktail picks
are not permitted.
Property to adhere to guidelines for Kids food and beverage options.
KIDS PROGRAMMING

Food & Beverage
Offerings Resort should build a variety of dishes, drinks and service elements
while ensuring that the concept intention stays true.
ach food and beverage venue is required to have specialized

E
experiences that support the concept intentions. Frequency of
signature service elements is dependent on the meal periods served
In each type of restaurant, a good variety of and hours of operation.
menu selections are important as well as a
few wow moments that distinguish dining
experiences.
Minimum Offerings by Concept

ITALIAN MIXED GRILL
MEXICAN ASIAN BISTRO
Signature Service Experiences
ITALIAN MIXED GRILL
MEXICAN ASIAN BISTRO
Category Sub-Category Criteria Guidelines
Venue Operations Uniform

• Team Members should be issued a professionally-designed and produced uniform
set that is specific to the venue in which they work
Environment • Uniforms must be returned and laundered on-property at the end of each shift
Table set for meal period including small Mid Day

centerpiece • Water glass - optional
Breakfast • Salt and pepper – optional, based on
Preparing the restaurant for service is • Coffee cup, saucer, spoon local restrictions
• Linen napkin
critical to ensuring guest satisfaction. • Water glass - optional
• Fork and knife. Additional pieces
• Sugar holder • Linen quality to be cotton or
The property to ensure that designated • Salt and pepper – optional, based on added at property discretion cotton blend. Includes napkins,
Operating tablecloths and runners
leadership is following the opening and Equipment
Table Top local restrictions Evening
• Placemats can vary in
• Linen napkin • Water glass – optional
closing guidelines. • Fork and knife. Additional pieces • Wine glass – optional
materials based on
added at property discretion concept type
• Bread and butter plate
• Placemat - recommended • Salt and pepper – optional, based on
Creating the right atmosphere for the guest local restrictions
ensures that the upgraded experience • Linen napkin
• Fork and knife. Additional pieces
is recognized. Special attention to detail added at property discretion
should be given to the equipment and
atmosphere in the restaurant. • China must be used in all venues. Disposable dishware to be available upon request
Service and • Glassware must be used in all food and beverage venues
Operating
Presentation • Plastic and compostable plastic straws, stir sticks, and cocktail picks are not
Equipment
Pieces permitted
Lighting levels should transition with time of day and be lowered in the evenings as
Lighting
appropriate
Daily, before each Restaurant has been set per the table plan, accommodating for large party
Room Set
meal period reservations. Any damaged chairs or tables have been removed
Venue Opening Duties Table-Top

Daily, before each Tables are properly set with appropriate table top accessories as per venue
meal period concept and meal period. To include plants, candles, salt and pepper, etc.
Daily, before each The venue has the correct amount of par stock for all china, glass, silver and
Operating Supplies
meal period linen to ensure a smooth service
Menus have been audited and ensured in good condition and correct menu is
Daily, before each
Menus available for the shift.
meal period
Damaged menus or collateral are removed and replaced
Trash containers
Daily, before each Side stations are set with the correct types and amount of operating supplies,
Side Stations are clean with
meal period as per outlined in the venue checklist. Side stations are clean and organized
new liner
Daily, before each

Floors Are clean and free from debris, streaks and marks
meal period
Daily, before each Have been checked to ensure that the area is clean and supplies have
Guest Restrooms
meal period been fully stocked
Daily, before each Supplies and par stocks have been verified sufficient for meal service.
Food And Beverage
meal period Items such as wine, bread, coffee, dairy, bottled water, etc.
Daily, before each Menu selections that are not available, or in limited quantity, have been
Food And Beverage
meal period communicated to the Team Members at the start of service
Daily, before each The entrance to the restaurant is open 15 minutes in advance of posted start
Venue Door
meal period of service
A la Carte Restaraunt Category Frequency Criteria Notes
Applicable only in venue where

Daily, 30 minutes Designated venue manager/supervisor to notify seated guests that venue
Closing Notification a buffet or specialty table (e.g.
prior to closing closing time is approaching
antipasti table) occurs
Venue Closing Duties Venue Door

Daily, at
The entrance door to be closed in alignment with posted hours of operation.
If venue does not have a door, a professionally printed sign must be posted at
Team Member present to open
designated time door for late departing guests
entrance
Closing Side Daily, at Management team is to assign Team Members to daily closing duties on a
Job Duties designated time rotational basis
Daily, after each All alcohol must be accounted for at end of business. Alcohol returned to a
Alcohol Security
meal period locked storage, inventoried and validated by a supervisor
Daily, after each Daily overnight space cleaning

Venue Cleaning Floors and carpets to be swept/vacuumed at the end of service
meal period to occur
Restaurant has been set per the table plan, accommodating for large
Daily, after each
Room Set party reservations for next shift. Any damaged chairs or tables have been
meal period
removed
Tables are properly set for next meal period with appropriate table top
Daily, after each
Table Top accessories as per venue concept and daypart to include plants, candles,
meal period
salt and pepper, etc.
Daily, after each Side stations are set with the correct types and amount of operating Trash containers are clean with
Side Stations
meal period supplies, as per checklist. Side stations are clean and organized new liner
Daily, after each Work orders are completed and submitted to the maintenance team for any
meal period equipment that is not in working order
Daily, after Once all closing duties have been performed and inspected, all access doors
Securing of Venue
dinner shift to the venue to be closed and locked
Steps of Service
The property should adhere to the proper operational guidelines and steps of
service guidelines, ensuring a consistently high quality guest experience
STEPS OF SERVICE TRAINING

STEPS OF SERVICE SEQUENCE
DOCUMENTS
STEPS OF SERVICE AUDIT FORM STEPS OF SERVICE FLOW CHART
Cleaning & Sanitation
A clean facility directly influences guest

satisfaction. It also impacts our reputation The property to support all Hilton cleaning and sanitation guidelines and programs.
as a company. Our guest facing areas are
expected to be spotless and well maintained
that includes daily, weekly, monthly and FRONT OF HOUSE CLEANING AND HEART OF THE HOUSE CLEANING
SANITATION GUIDELINES AND SANITATION GUIDELINES
annual tasks works in partnership with a well
Venue Management Category Frequency Criteria Notes
Manager Responsibilities Manager/supervisor to conduct a daily briefing with service team to discuss
the below items:
• VIP Guests
• Special reservations
Managers and
Daily Staff Briefing Daily, each meal period • Guests with allergens that have been identified in the system
supervisors
Proper communication and supervision is • Service standards review, daily training
critical to ensuring consistency in guest • Special tasks of the shift including cleaning
experience. The property to follow the
established guidelines for daily management
• Guests to be greeted upon arrival to restaurant
of the food and beverage areas. • Verbal greeting expected for guests within immediate proximity of host All managers,
As needed, during
Guest Interactions station supervisors and
Manager and/or supervisor to be present the meal period
• Eye contact expected for guests that may be in queue host team
during meal periods to ensure guest • Departing guests to be thanked for coming and a fond farewell extended
satisfaction is being met.
Hotel to have
• All issues involving guests to be handled by the manager on duty to ensure
designated protocols
Guest Satisfaction & As needed, during swift and appropriate resolution
in reporting guest
Service Recovery the meal period • Supervisor and/or manager to conduct ongoing table touches to ensure
satisfaction issues and
guest satisfaction is being achieved
service recovery
Manager/supervisor to ensure that the venue is ready for service

Refer to: Daily Side
• Room set per guidelines including music, lighting, tables/chairs, table top
Venue Readiness Daily, each meal period Station Par Stock
Checklist

Ð End of shift variance reporting
Property to have established procedures Ð Cleaning schedules:

in place to address the following operation  Daily, weekly, monthly and annual
processes.
Daily pre-shifts
Ð
 Bar control processes including pour techniques, opening/closing duties
 Menu engineering reviews monthly
A LA CARTE RESTAURANTS
MINIMUM FOOD & BEVERAGE OFFERINGS
PRINT SUB-SECTION
A la Carte Italian Restaurant
Category Minimum Selections Criteria
Minimum Food Offerings

To include:
Appetizers/Salads/Soup 7 • Antipasti platter
• Vegetarian based soup
Table Bread 1 Freshly prepared Served with olive oil at the table
To include:
• Fresh pasta option Available in appetizer or entrée portion sizes if appropriate for
Pasta 5
• 1 red sauce selection item being served
• 1 white sauce selection
To include:
Main Entrées 5 • Poultry menu item Composed dishes. Additional side menu section approved
• Vegetarian option
To include:
Dessert 3 Focus on recognizable, traditional offerings
• Tiramisu
To include:
Pizza 4 Neapolitan style
• Margherita
At the discretion of the

Upsell Items 2 Consistent with theme of venue
property
Minimum Beverage
Offerings Category Minimum Selections Criteria Comp/Monetize
To include: Entry level inclusive

• Chardonnay offerings
Wine 4 • Rosé These are available by the glass and bottle
• Sparkling No additional charge to
• Cabernet Sauvignon guest

• 3 import lager offerings
Beers should be offered in bottles (not cans)
Beer 6 • 1 import light lager
Draught is allowed, where applicable
• 1 local craft No additional charge to
• 1 non-alcoholic guest
To include:
• Vodka Cordials include: Entry level inclusive
• Gin • Triple sec offerings
• Tequila • Peach schnapps
• Scotch • Grand Marnier No additional charge to
Liquor 17 • Whiskey • Campari guest
• White rum • Sweet vermouth
• Aged rum • Velvet Falernum Refer to Beverage
• Cachaca • Orange curacao product specifications
• Cognac • Tawny port for more detail.
• Cordials for cocktails
Minimum
Glass or Bottle Required Varietal Suggested Product Region
Quantity
Minimum Beverage Glass & Bottle 1 Pinot Grigio Ruffino Italy
Offerings Glass & Bottle 1 Moscato Sperone Italy
Glass & Bottle 1 Prosecco Cavicchioli Italy
Glass & Bottle 1 Chianti Vignamaggio Chianti Classico Terre di Prenzano Italy
Available for Additional Charge
Glass & Bottle 1 Nebbiolo Reserva Privada L.A. Cetto Italy
Bottle Only 1 Pinot Grigio Santa Margherita Italy
Bottle Only 1 Lambrusco Umberto Cesari Italy
Bottle Only 1 Prosecco Torresella Spumante Italy
Bottle Only 1 Brunello Montalcino Terre Italy
Bottle Only 1 Cabernet Sauvignon Monte Xanic Mexico
Bottle Only 1 Carmenere Montes Alpha Chile
Bottle Only 1 Chianti Ruffino Reserva Ducale Italy
Bottle Only 1 Malbec Luigi Bosca Argentina
Bottle Only 1 Nebbiolo-Sangiovese El Ceilo Perseus Italy
Bottle Only 1 Red Blend Monte Xanic, Cabernet Sauvignon-Merlot Mexico
Spirit Category Minimum Quantity Required Products
Minimum Beverage Premium-Level Liquor

Refer to Beverage product specifications for guidance on minimum requirement for premium level
alcohol. These items are mandatory on each bar and available to guests for an additional charge
Offerings
Amaro Averna
Amaro Montenegro
Amaro 5 Fernet Branca
Campari
Aperol
Gin Mare
Gin 2
Monkey 47
Limoncello
Liqueurs 2
Grappa
Martell XO
Cognac 2
Hennessy XO
Beer Category Minimum Quantity Required Style Suggested Product
• Peroni
Import 2 Pale Lager
• Birra Moretti L’Autentica
A la Carte Italian Restaurant Team

Category Frequency Experience Detail
Member
After greeting, host can transition to standard

Welcome greeting for all guests/parties
Arrival Host Each time process of validating name, room number and
utilizes the general Italian greeting of “CIAO”
Signature Service number of attendees in the party
Experiences Seating Host Each time

Upon seating guests and delivering menus,
host mentions restaurant signature item for
guest to consider
• Platter is automatically offered and served

• Platter is served for guests to share
Antipasti Platter for the table, is part of the
Food Selection Server Daily • Served prior to individually plated selections
menu offering during evening service
• Items to change daily
• Selection to be 3-5 items
• Espresso is served with a small, bite sized biscotti

Beverage • Guests are offered a chilled limoncello (or
Server Daily Beverage service enhancements are present
Selection comparable) cordial at the completion of their
meal during evening service
• Pasta is served with freshly grated parmesan

• Salads are offered with freshly grated black
Tableside service touches enhance menu
Service Server Daily pepper
selections
• Bread is served warm and infused olive oils are
available on the table for guests
At departure host acknowledges guest

Departure Host utilizing the general Italian greeting of
“arrivederci”
• Family style served pasta dinner that is kid friendly

Includes:
• Focused pasta dish (example lasagna, spaghetti &
Other Weekly Specialty “La Familia” dinner celebration
meatballs)
• Family style salad
• Choice of dessert
Seasonally,
Other during peak Seasonal holiday schedule • In conjunction with the full resort programming
times
A la Carte Mixed Grill Restaurant

Minimum
Category Criteria
Selections
To include: Pre-set – not selected by guest

Mezze Platter 5
• One cheese option If space allows, utilize cart for service

To be:
Table Bread 1 • Artisan style, hard crust Consider large format presentation
• Served warm
To include:
Appetizers/Salads/Soup 7 • Selections with charred/grilled ingredients
• 1 soup, broth based
To include:
• 2 cuts of beef
From the Grill Consider stewed items that can be held, cooked and
7 • 1 skewered item
(Entrées) served easily
• 1 poultry
• 1 fish/seafood selection
Sides 5 To include grilled or charred vegetables Hot and cold options approved
Consider option coming from the grill or having a

Dessert 3
smoked component
To include:
Side Sauces 5 • Chimichurri
• Demiglace based
• 1 premium cut of beef

Upsell Items 4 Focused in the entrée category
• 1 seafood option
Minimum Beverage
Category Minimum Selections Criteria Comp/Monetize
Offerings
To include: Entry level
• Chardonnay inclusive offerings
• Sparkling No additional
• Cabernet Sauvignon charge to guest
To include: Entry level

• 3 import lager inclusive offerings
• 1 local craft No additional
• 1 non-alcoholic charge to guest
To include:
Entry level
• Vodka Cordials include:
inclusive offerings
• Gin • Triple sec
No additional
• Scotch • Grand Marnier
charge to guest
Liquor 17 • Whiskey • Campari

Refer to
• Aged rum • Velvet Falernum
Beverage product
• Cachaca • Orange curacao
specifications for
• Cognac • Tawny port
more detail.
Minimum Beverage
Minimum
Offerings Glass or Bottle
Quantity
Required Varietal Suggested Product Region
Glass & Bottle 1 Chardonnay Santa Carolina Reserve Chile
Glass & Bottle 1 Sauvignon Blanc Arrogant Frog France

Undurraga Aliwen Chile
Glass & Bottle 2 Cabernet Sauvignon
L.A. Cetto Mexico
Glass & Bottle 1 Malbec Trapiche Argentina
Glass & Bottle 1 Pinot Noir Montes Limited Selection Chile
Glass & Bottle 1 Red Blend Casa Madero 3V Cabernet Sauvignon-Merlot Mexico
Bottle Only 1 Chardonnay Louis Jadot France
Bottle Only 1 Piquepoul Abadal Picapoll Spain

Minimum
Quantity
Bottle Only 1 Sauvignon Blanc Monte Xanic Mexico
Minimum Beverage Bottle Only 1 Rosé By.Ott Les Domaniers France
Offerings Bottle Only 2 Champagne R de Ruinart France

Dom Perignon Blanc France
Bottle Only 1 Bordeaux Chateau Lafitte France

Monte Xanic Mexico

Bottle Only 2 Cabernet Sauvignon
Caymus Napa Valley USA –California
Bottle Only 1 CGM Outer Limits – Carignan Grenache Mourvedre Chile
Bottle Only 1 CÔtes du RhÔne Coudoulet de Beaucastel France
Bottle Only 1 Merlot Duckhorn California
Bottle Only 1 Pinot Noir Etude “Lyric” California
Bottle Only 1 Red Blend Monte Xanic, Cabernet Sauvignon-Merlot Mexico
Bottle Only 1 Syrah Casa Madero Mexico
Bottle Only 1 Tempranillo Bodegas de Santo Tomas Mexico

Premium-Level Liquor
Minimum Beverage alcohol. These items are mandatory on each bar and available to guests for an additional charge
Offerings Mezcal Ojo de Tigre Joven

*Required in Mexico; optional 2
Ojo de Tigre Reposado
category in other countries
Scotch 1 The Macallan 15 Year

Woodford Reserve
Bourbon/Whiskey 3 Basil Hayden’s
Bulleit 10 Year
Japanese Whisky 1 Suntory Whisky Toki
Beer Category Minimum Quantity Required Style Suggested Product
Import 1 Ale Chimay Gold or Premiere
Import 1 Pilser Pilsner Urquell
Import 1 IPA
A la Carte Mixed Grill Restaurant Team

Member
Welcome greeting for all guests/parties utilizes After greeting, host can transition to standard process
Arrival Host Each Time the restaurant name and is available in both of validating name, room number and number of
Signature Service
English or Spanish attendees in the party
Experiences
Seating Host Each Time Host introduces server by name
• A moderate mezze platter is delivered to each table

Ordering Server Daily Mezze platter delivered per table at arrival for guests to nosh on
• Platter to be vegetable focused but not exclusively
Server emphasizes today’s specialty proteins

available for upsell • Prior to obtaining drink selection, server introduces
Food Selection Server Daily
Mediterranean influenced sauces and the premium proteins of the day for guest to consider
condiments served with dishes
• Options available and served to guest in a pitcher

Sangria pitchers – red, white & rose format
Beverage Selection Server Daily
Premium wines selection • Server introduces and recommends premium wine
selections available
• Skewers are removed for the guest at the table

Menu selections served on skewers
Service Server Daily • Super premium meat selections are served with high
Premium steak/meat selections
quality steak knife presented at the table
• At conclusion of the meal a thank you card is dropped

with specialty condiment recipe “from the chef”
Departure Server Each Time Thank you card
• Printed cards have variety of recipes to ensure
rotation
Departure Host Each Time Guests are thanked and wished a good evening
• One time per week, a larger format item is available

and highlighted
• Item should focus on quick service execution and
Other Weekly Specialized evening highlight
perceived value
• Examples: prime rib, smoked pork ribs, Mediterranean
roasted goat leg
A la Carte Mexican Restaurant

Minimum
Category Criteria
Selections
• Chips & salsa

Table “Bread” 1 Ever changing flavors and profiles of chips & salsa
• Chips served warm

To include:
• 1 vegetarian option
Appetizers/Salads/Soup 7
• Guacamole
• Soup
• Consider introducing tamale

Platters inclusive of multiple options e.g. tasting
• Platters to be built to serve 2-4 people
plate, appetizer platter
• Multiple sauces and condiments
To Share Selections 2 To include:
• Can be cold or warm options
• Mini taco tasting
• To Share Platters to be built into menu categories
• Vegetarian options available
(appetizers, entrees etc.)
To include:
Mains (Entrées) 7 • Regional mole variations Composed dishes that include rice & beans if appropriate
• Vegetarian option
Traditional condiments, salsas and sauces are Cart or tray presented to guests upon receipt of their entrees
Sauces 3
presented tableside for selection and enhancement during evening service
To include:
Dessert 3
• Churros/buñuelos
• Consider having molcajete large format

Upsell Items 2 Can be dish enhancements or specific dishes special dish
• Examples can include lobster, jumbo shrimp

Minimum Selec-
Category Criteria Comp/Monetize
tions
Minimum Beverage Wine 4

• Chardonnay
• Rosé These are available by the glass and bottle
offerings

Offerings • Cabernet Sauvignon guest

To include:
• Aged rum • Velvet Falernum Refer to Beverage
• Cachaca • Orange curacao product specifications
• Cognac • Tawny port for more detail
Minimum Beverage
Offerings
Minimum
Quantity
Available for Additional Charge Glass & Bottle 1 Chardonnay Corona del Valle Mexico
Glass & Bottle 1 Sauvignon Blanc Las Moras Argentina
Glass & Bottle 1 Rosé Cava Quintanilla Nicole Rosado de Nebbiolo Mexico
Bottle Only 1 Chardonnay Quinta Monasterio, Natal Mexico
Bottle Only 1 Red Blend Casa Madero 3V Cabernet Sauvignon-Merlot Mexico
A la Carte Mexican Restaurant Spirit Category Minimum Quantity Required Products
alcohol. These items are mandatory on each bar and available to guests for an additional charge
Minimum Beverage
Offerings 1800 Cristalino
7 Leguas Blanco
7 Leguas Reposado
Casa Dragones Blanco
Casa Dragones Joven
Casamigos Anejo
Available for Additional Charge Casamigos Blanco
Casamigos Reposado
Tequila 16
Clase Azul Anejo
Clase Azul Plata
Clase Azul Reposado
Don Julio 1942
Don Julio Blanco
Herradura Reposado
Milagro Silver
Sauza Hornitos Reposado
Creyente
Los Danzantes Joven Espadin
Los Danzantes Resposado
Montelobos Ensamble
Mezcal 8
Montelobos Espadin
Ojo de Tigre Joven
Union el Viejo
Hacienda de Chihuahua Plata

Sotol 3 OnÓ
Flor del Desierto Veneno
Crisanta Blanco
Raicilla 3 Las Perlas de Jalisco Costa
Hacienda El Divisadero
Minimum Beverage
Offerings
Beer Type Minimum Quantity Required Style • Suggested Product
• Modelo
Import
• Tecate
Available for Additional Charge (domestic if resort is 2 Mexican Lager
• Dos Equis
located in Mexico)
• Corona Extra
Import
• Bohemia
(domestic if resort is 2 Mexican Craft
• Minerva
located in Mexico)

Team
Member
Welcome greeting for all guests/parties utilizes the

Arrival
Signature Service
Host Each Time Prior to inquiring of guest name and/or room number
general Spanish greeting of “Hola y bienvenido”
Experiences Seating Host Each Time

Upon seating guests and delivering menus, host
mentions restaurant signature item for guest
Dependent on buffet service or a la carte, highlighted
selections should be targeted from buffet or menu
to consider
Ordering Daily salsa and chips upon seating Ever changing flavors and profiles of chips & salsa
Cart or tray presented to guests upon receipt of

Traditional condiments, salsas and sauces are
Food Selection Attendant Daily their entrees for selection and enhancement during
presented tableside
evening service
Premium tastings are available

Local beverage selections including wine, beer &
Beverage • Tasting cards and selections for a premium charge
Server Daily spirits
Selection • Local selections are available
Specialty cocktails focused on tequila, mezcal and
sotol
• Based on menu item. Example: sauce pouring

Tableside service touches enhance menu selections at table
Service Server Daily Personalized stories from the service team are used • Team Members are encouraged to share their
in describing traditional dishes cultural heritage and stories of their family foods/
recipes with guests
At departure host acknowledges guest utilizing the

Departure Host Each Time
general Spanish greeting of “Adios y gracias”
• Weekly class showcasing special ingredients of

Other Weekly Margarita class
the location and variations on the classic
• Targeted towards families or large groups, limited

selections are available to order and reserve in
Large format or celebratory dishes are available for
Other Weekly advance on specific days of the week. Example: pit
reservation and preorder with nominal fee
roasted suckling pig
• Moderate deposit and reservation required
A la Carte Asian Restaurant Category

Minimum
Criteria
Selections
Example could be basket of freshly fried and seasoned wonton

Items to be appropriate for concept. Use of
Welcome Service 1 wrappers are delivered to the table for guests to snack on. Flavor
bread not mandatory
to change daily

To include:
Appetizers/Salads/Soup 5 Consider serving soups in mini portions or family style
• Broth based and noodle soups
To be moderate in portion size 3-5 pieces

based on item type
To Share Selections 12 Focus on familiar favorites
To include:
• Raw selections (sushi, poke, sashimi)
• Available a la carte or on the table

• Selections to include sweet, spicy and
• Consider offering: soy sauce, Nuoc Cham or Prik Nam Pla
Sauces or Garnishes 3 moderate heat options
• Home-made hot sauce
• Prepared in house or purchased options
acceptable
Consider
• Easy to service items such as mochi or coffee popsicles
Dessert 3 Appropriate for concept
• Special fortune cookie upon guest departure
• Offer fresh fruit
Selections can fall into all categories within

Upsell Items 2
the menu
A la Carte Asian Restaurant
Minimum
Minimum Beverage Category
Selections
Criteria Comp/Monetize
Offerings To include:
• Chardonnay
Entry level inclusive
offerings
• Cabernet Sauvignon guest

To include:
• Aged rum • Velvet Falernum Refer to Beverage product
• Cachaca • Orange curacao specifications for more
• Cognac • Tawny port detail.
Minimum Beverage Glass or Bottle

Minimum
Quantity
Required Varietal Suggested Product Region
Offerings Glass & Bottle 1 Pinot Grigio Ruffino Italy
Glass & Bottle 1 Rosé Cava Quintanilla Nicole Rosado de Nebbiolo Mexico
Glass & Bottle 1 Prosecco Cavicchioli Italy

Ozeki USA – California

Glass & Bottle 2 Sake
Aizu Chuzou, Tokubetsu Junmai Japan
Glass & Bottle 1 Sweet Sake Kaku-Rei, ‘Plum-Junmai Ginjo’ Japan
Bottle Only 1 Chardonnay Louis Jadot France
Bottle Only 1 Pinot Noir Mondavi Private Selection USA – California
Bottle Only 1 Red Blend Casa Madero 3V Cabernet Sauvignon-Merlot Mexico
Minimum Beverage Refer to Beverage product specifications for guidance on minimum requirement for premium level alcohol
Offerings
These items are mandatory on each bar and available to guests for an additional charge
Flor de Cana 7
Appleton Estate 12
Rum 5 Matusalem 18
Havana Club 7
BACARDI Anejo
Suntory Toki
Nobushi
Japanese Whisky 5 Hibiki Harmony
Yamazaki 12
Hakushu 18
Beer Type Minimum Quantity Required Style Suggested Product
Import 1 Lager Sapporo
Import 1 Pale Lager Tsing Tao
A la Carte Asian Restaurant Category Frequency Experience Detail
Common to most areas of Asia, bow should be slight and host to

Arrival Each time Host bows slightly when greeting guests at arrival
maintain eye contact
Signature Service Seating Each time Guests are presented a cool towel Small, cool, damp hand towels are presented as server greets guests
Experiences Ordering Daily

Printed sheet for sushi, robatayki and hot kitchen
ordering
Presented on the table, guests can select
• In lieu of bread service, a basket of freshly fried and seasoned

wonton wrappers are delivered to the table for guests to snack on.
Food Selection Daily Basket of seasoned fried wonton wrappers for table Flavor to change daily
• Lunch service - offerings are largely focused on sandwiches and
salads
Examples
• Sake
Specialized beverage selection consistent with
Beverage Selection Daily • Bubble tea
theme
• Punch bowls
• Asian beer options available
Examples
Beverage Selection Daily Specialized non alcoholic beverage selection • Pineappleade
• Vietnamese or Thai iced tea
• Service intention is for plate sharing

• Items are presented in the center of the table
Items are served as they are ready
• Side plates are pre-set
Service Each time Chop sticks set on table
• Center of the table contains various complimentary sauces
Sauces are presented on center of table
appropriate for food being served.
Example: soy sauce, Nuoc Cham, Prik Nam Pla
Host bows slightly as guests depart Thanks them

Departure Each time
and states that we hope to see them soon
Other Presentation pieces Fun, custom service ware makes the experience fun and unique
• Restaurant will host sushi classes late afternoon.

Other Weekly Sushi classes Requires reservation
• Opportunity to focus classes for adults or kids
SPECIALTY KIOSKS
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Specialty Kiosks
Specialty Kiosks Philosophy
These kiosks do not have required operating hours and are the discretion
of the property for staffing and opening/closing. It is expected that when
properties are at peak occupancy that the availability of these kiosks work
Specialty kiosks are smaller venues that to complement the food and beverage venue hours of operation and take
into consideration any large in house convention group agendas to ensure
serve specific food and beverage items. that volume compression is met.
Examples are ice cream shops, taqueria or
doughnut shop. Specialty kiosk should be fun, thematic and casual.
MENUS, COLLATERAL,
SERVICE EQUIPMENT
LIGHTING AND MUSIC
FOOD AND BEVERAGE

OPERATING EQUIPMENT ALCOHOL
SPECIFICATIONS
TABLES AND CHAIRS SANITATION
Specialty Kiosks
Venue Operations Menus And Collateral Kiosk

Each venue to have a dedicated menu
offerings which supports the theme of the
venue
• Menus and collateral to be professionally designed and vary
by venue type
• Digital and printed menus apply
Environment
Music program should evolve and
Music Kiosk transition to remain appropriate to the
time of day
Lighting levels should transition with time

Lighting Kiosk of day and be lowered in the evenings as
appropriate
Team Members should be issued a • Uniforms should be properly fitted and tailored for each
professionally-designed and produced Team Member
Uniforms Kiosk
uniform set that is specific to the venue in • Uniforms must be returned and laundered on-property at the
which they work end of each shift
• Based on concept, china, glass, silver, plastics or disposables

are approved
Plates, glasses, flatware and linen to • Branded items to be approved by the Brand team
Operating Equipment Kiosk be complementary to the intended • Disposables to be consistent with Hilton sustainability
experience of the kiosk program guidelines
• Disposable napkins are approved if consistent with kiosk
theme
• Damaged items are removed and sent for repair

Are in good working condition and
Tables And Chairs Kiosk • Based on kiosk concept, table centerpiece may be specified.
maintained visibly clean
Centerpiece to be clean and in good working condition
Specialty Kiosks
• Plated/served service type; refer to A la Carte Steps Of Service
Venue Operations Service Kiosk

Service experience consistent with
kiosk concept
• Take away or grab and go service type; refer to Grab And Go
Market Service Training
• Buffet style service; refer to 3 Meal Buffet Steps Of Service
• Service for children; refer to the Kid’s Program Guidelines
Kiosk to have a minimum of one special

Special Service
Kiosk service experience or special menu Details are at property discretion
Experiences
offering that is a “WOW” factor
Food Kiosk High quality offerings are expected Quality standards consistent with Food Specifications
Alcoholic and non alcoholic offerings

Beverage Kiosk are consistent with property core Refer to Beverage Specifications for additional guidance
programming unless theme specific
• Refer to EcoSure Manual for additional guidance

Kiosk operations to adhere to Hilton • Regardless of kiosk size and location, all local regulations for food
Sanitation Kiosk
Cleaning and Sanitation guidelines safety are to be complied with
• Team Members to have direct access to hand washing system
All equipment is maintained in good All equipment should operate as intended. Hot/warming/cold holding
Equipment Kiosk
working condition equipment to meet temperature ranges
Is maintained organized and visibly • Refer to Front of the House Cleaning Guidelines
Storage Kiosk
clean • Includes cabinets, pantries, closets
• Inventory is validated
Alcohol Security Kiosk Alcohol is secured at the end of shift
• Product is secured in approved location by property
IN ROOM DINING
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In Room Dining
In Room Dining Philosophy
Ð Service can be traditional style, using rolling tables, china and

glassware or disposable packaged based on the decisions of
the property and brand of the hotel. If disposable packaged,
In Room Dining serves food and beverages products must follow Hilton’s sustainability guidelines.
to our guests in the privacy of their rooms. Ð Offerings are to be available throughout the day. It is not
mandatory that In Room Dining operates 24 hours, however,
In Room Dining should have extended hours
Ð Properties are expected to have a minimum of one venue

that serves food and beverage 24 hours. In Room Dining can
be the default service.
HOURS OF OPERATION AND STEPS OF SERVICE TRAINING

DOCUMENTS AND AUDITS VENUE MANAGEMENT
STAFFING GUIDELINES
MINIMUM OFFERING ENVIRONMENT OPERATIONAL PROCEDURE

CHECKLIST
KIDS PROGRAMMING FOOD DELIVERY
SIGNATURE SERVICE EXPERIENCES
In Room Dining

Staffing
Breakfast Daily 6:30 AM – 11:00 AM
• Additional hours of operation adjustments approved

All Day Service Daily 11:00 AM – 10:00 PM based on market needs
• Food and beverage service to be uninterrupted during
posted hours of operation
Ð Minimum hours of operation are Late Night Service Daily 10:00 PM – 2:00 AM
indicated in the following table
and are at the discretion of the
property
Ð Staffing will be influenced by
occupancy, restaurant capture,
style of service and restaurant
capacity Job Function
Ð Guidance is based on average
staffing per cover (total covers Order Taker* 1 per shift
served/Team Member)
Mini Bar Attendant 1 per 90 rooms (15 rooms/hour)
Server 1 per 20 orders forecasted
Manager/Supervisor 1 per shift
*Assuming no centralized call center
In Room Dining
Food & Beverage

Offerings
The property will adhere to the minimum All hotels must use china, glassware and silver as approved by the brand.
guidelines for food and beverage
Property to follow Hilton sustainability programs including
offerings by IRD. biodegradable disposables. Plastic straws, stir sticks and cocktail picks
are not permitted.
Property to adhere to guidelines for Kids F&B options.
IRD menus are limited, upselling products are to be available.
IRD MINIMUM F&B KIDS FOOD AND BEVERAGE

OFFERINGS GUIDELINES
In Room Dining
Signature Service Category Frequency Criteria Notes

Experiences
Fresh flower or greenery to be placed on tray
Delivery Set Up Daily
or delivery cart for enhanced presentation
The Property to ensure that key service Property to have a comprehensive amenity
program in place. Solutions to include VIP • Refer to Amenity guidelines
experiences are built into the overall Amenities Ongoing
welcome, service recovery and special • Items can be both complimentary or for charge
experience to ensure that there are special occasion amenities
touches.
Items are available for an additional charge in
Upselling Items Daily both food and beverage categories. Items to Order takers to have daily incentive programs
be printed on the menu
In Room Dining
Team
Signature Service Category
Member
Frequency Experience Detail
Experiences Server to offer to set order at the

• Server to set order on patio, centralized table
Delivery Server Each Time (if available) or in the guest room
desired location of the guest
• Offer of setting for each guest is extended
• When reviewing the order, items are to be

presented to the guest and uncovered if guest
Items are presented and uncovered
Food Selection Server Daily prefers
if guest prefers
• Based on item being served, final touches should
also occur e.g. pouring soup, tossing salad
• Hot and cold beverages are offered to be poured

for the guests
Items are presented and served if • Wines and beers are opened for guest,
Beverage Selection Server Daily
guest prefers offer extended for service for each guest
• Server to offer to fill guest ice bucket if
appropriate for items being served
Tableside service touches enhance • Pasta is served with freshly grated parmesan
Service Server Daily
menu selections • Salads are offered with freshly grated black pepper
At departure server inquires about Server to remind guest procedure for additional needs
Departure Server Daily
additional needs and for service items removal
• Order taker to “sell” additional items to guests

based on targeted productions as determined by
Upsell Items Order Taker Daily Daily selections and sales goals
property
• Items should change and be appropriate by daypart
In Room Dining Taking an Order

Ð Number of guests dining is obtained ensuring that the service team can
GUEST NAME USAGE RELEASING A CALL properly set the table or tray
Ð Additional items are suggested for an upcharge. Property to have daily

items of focus
Steps of Service PHONE ETIQUETTE DELIVERY LOG

Ð Order taker must have extensive knowledge of menu and be able to answer
any questions on allergens for the guest. All identified allergens are noted
on the order
DELIVERY TIME
ADVISOR
From taking an order to ensuring that

all important inquiries are made, Team
Members work in unison to ensure that the Delivering an Order Ð Server knocks on guest room Ð Server reviews order,
service experience is seamless. Guest name door and identifies themselves introducing all food and
as “In Room Dining” beverage selections
is used at all times.
TRAY AND TABLE SET BEVERAGE SERVICE
Ð Upon the guest opening the Ð Satisfaction inquiry is made
door, the server introduces prior to server departing
themselves by name and
verifies the order Ð Checks are presented only for
EQUIPMENT CONDITION CHECKING ID additional charge items
Ð Server asks permission to enter
the guest room, ensuring that
GUEST NAME USAGE CHECK PRESENTATION the door remains open during
the delivery
Manager Resources Ð Server asks for guidance on

where to set up the order in the
guest room
IRD Order Taker Audit Form
IRD Server Audit Form Satisfaction and Retrieval

Ð A call back occurs, ensuring guest satisfaction and inquiry on timing of
table/tray removal preference
Steps of Service Flow Chart TABLE AND TRAY
SATISFACTION INQUIRY Ð If table/tray is in the guest room at removal, service identification repeats
RETRIEVAL
In Room Dining
Environment Category Sub-Category Criteria
Team Members should be issued a professionally-designed and produced uniform set that is specific to the venue
in which they work
Uniform
Creating the right atmosphere for the guest
ensures that the upgraded experience is
Table/tray set for meal period and items ordered
recognized. Special attention to detail should
• Water glass - optional
be given to the equipment and presentation • Sugar holder required for breakfast
• Salt and pepper – optional, based on local restrictions
during the In Room Dining experience. Operating Equipment Table Top
• Linen napkin
• Fork and knife. Additional pieces added at property discretion
• Centerpiece - optional
Additional items are determined based on guest order. Condiments to be appropriate for items served
• China must be used in all F&B venues. Disposable dishware to be available upon request
• Glassware must be used in all F&B venues
Service and • Plastic and compostable plastic straws, stir sticks, and cocktail picks are not permitted
Operating Equipment
Presentation Pieces • Quality presentation pieces to be used
• Good quality linen napkins, tablecloths are used
• Tray liners should be linen or reusable material that is easily cleaned. No paper liners or natural materials
In Room Dining
Food Delivery Category Team Member Experience Detail
• Food delivered in vessel that can

maintain proper temperatures
• Electric hotboxes are preferred.
Hot Food IRD Server Hot food to be delivered hot
Insulated delivery bag can be used for
disposable servic.
• Food to be covered
Food requiring specialized temperature handling to be

Cold Food IRD Server Food to be covered
delivered in an insulated service piece. Example: Ice cream
Trays, tables and hot carts to be maintained in good operating Refer to: Front of the House Cleaning
Delivery Equipment IRD Server
condition, cleaned and sanitized per guidelines Guidelines
In Room Dining
VENUE MANAGEMENT
Proper communication and supervision is critical to ensuring consistency in guest experience. The
property to follow the established guidelines for daily management of the food and beverage areas.
Manager and/or supervisor to be present during meal periods to ensure guest satisfaction is being met.
In Room Dining
Manager Responsibilites
Manager/supervisor to conduct a daily briefing with service

team to discuss the below items:
• VIP Guests
Occurs daily, each • Special orders and/or amenities
meal period • Menu familiarization including menu highlights
• All issues involving guests to be handled by the manager on

Hotel to have designated protocols in
Guest Satisfaction And As needed during duty to ensure swift and appropriate resolution
reporting guest satisfaction issues and
Service Recovery meal period • Supervisor and/or manager to conduct ongoing table
service recovery
touches to ensure guest satisfaction is being achieved
Manager/supervisor to ensure that the venue is ready for

service
Occurs daily, each Refer to: Front of the House Cleaning
IRD Readiness • Trays and carts set per guidelines
meal period Guidelines
• Sufficient mise en place is attained
• Inventory and par stock levels maintained and controlled
In Room Dining
 Opening and closing duties for IRD


Property to have established procedures
in place to address the following
operation processes.
Daily pre-shifts
Ð
 Bar controls and procedures
 Waste log
MINI BAR
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Mini Bar
Mini Bar Philosophy
Ð All items are intended to be a convenience and to support guest comfort,

allowing them to consume a light snack within the privacy of their room.
Ð Properties are allowed to enhance the minimum offerings with both

In room mini bars hold food and beverage complimentary and additional charge items.
items that are complimentary to the guest.
Ð Additional items to be based on market demand pricing.
These items are restocked daily.
OPERATIONS STANDARD ROOM GUIDELINES
EQUIPMENT SUITE GUIDELINES
PRESIDENTIAL SUITE
SANITATION
GUIDELINES
Mini Bar Category Frequency Criteria
The property will have complimentary beverages and snacks available in the guest room refrigerator. The property can provide
Mini Bar
additional items for consumption at a charge if market demands
General Guidelines There are three categories of mini bar aligned with guest room type:
• Standard Room
Categories of
• Suites
Offerings
• Presidential or Super Premium Suite
Properties to determine room allocation into the three categories
Staffing The property to staff a target of 1 mini bar attendant per 90 rooms based on an 8 hour shift
Guest rooms will receive a daily refresh/restock of consumed beverages and snacks
• Any items designated as “for sale at an additional charge,” will be refreshed/restocked daily
• “For sale” items to be clearly tagged with price
• Charges made to guest folio on a daily basis
• Items for consumption are inspected to validate expiration date
Operations Daily • Expired product is removed
• Expired product to be returned to the designated storage area and secured for inventory
• Expired inventory value to be tracked consistent with finance protocols
• Packaged items prepared in house to have preparation date label
• On request, mini bars can be emptied for guest use
• During low occupancy, mini bars should be turned off and left empty, with doors open
• Mini bar equipment to be inspected ensuring good operating condition

• Equipment identified in need of repair is immediately reported to the hotel facility/maintenance team through the
designated system/process
Equipment Working
Daily • Room with defective equipment is reported to the front office to ensure notation on guest folio
Conditions
• Notification is left within guest room notifying that the mini bar will receive maintenance and/or be replaced
• If mini bar needs to be replaced, the mini bar team will facilitate that trade out
• Notification is left within the guest room stating that the mini bar has been replaced and is in good operating condition
• Mini bar to be wiped daily with surface sanitizer after restocking

• Approved surface sanitizer and wiping towel must be used
• Mini bar to be wiped down using surface sanitizer after room checkout
• Inside to be visibly clean of debris
Per
Sanitation • Outside to be cleaned and sanitized
schedule
• Properties to consider an applied tag to cleaned and sanitized mini bars in-between registered guests
• Mini bar to be on a quarterly deep cleaning schedule that includes cleaning inside, door gaskets, exterior surfaces, underneath,
surrounding mill work, mechanicals. This cleaning to be coordinated with housekeeping, facility maintenance and mini bar
team
Mini Bar
Category Frequency Criteria Details
• Beer
• 2 each, one light/lower calorie
Standard Room Guidelines • Local brands are approved

• Cans are preferred
• Juice
• 2 each
• Fresh juice options only
Beverage Daily Complimentary • From concentrate is acceptable
• Artificially flavored options are not approved
• Canned or bottled
• Soda
• 2 each
• To include one diet selection
• Coke or Pepsi based on local preference and contracts
• Commercially pre-packaged
• Selection of three types
Dry Snacks Daily Complimentary • One standard chip option, 1 each
• One roasted or salted nut option, 1 each
• Additional selection to be regionally appropriate, 1 each
• Beer/wine opener
Operating
Daily Complimentary • Rocks glass (2)
Equipment
• Paper cocktail napkin (4)
Water N/A Bottled water is not to be part of the mini bar program unless operating guidance deviation is provided
Property approved to provide a limited selection of spirits and/or wine for a moderate upcharge
• Appropriate glasses to be available in room
Other Daily With upcharge
• Appropriate garnishes available upon request at no charge. Example: cut limes
• Additional mixer charges at the property discretion
Mini Bar
Category Frequency Criteria Comp/Monetize Details
• Beer
Suite Guidelines
• Local brands are approved
• Juice
• 4 each
• From concentrate is acceptable
Beverage • Artificially flavored options are not approved
Beverage Daily Complimentary
Selection • Canned or bottled
• Soda
• 4 each
• Wine & Spirits
• 1 each 375 ml bottle of red wine
• 1 each 200 ml bottle of regional spirit
Dry Snacks,
Dry Snacks Daily Complimentary • One standard chip option, 2 each
pre-packaged
• One roasted or salted nut option, 2 each
• Additional selection to be regionally appropriate, 2 each
• Beer/wine opener
Operating Operating • Rocks glass (4)
Daily Complimentary
Equipment Equipment • Universal wine glass (4)
• Paper cocktail napkin (8)
Bottled water is not to be part of the mini bar program unless operating guidance
Water N/A
deviation is provided
Property approved to provide a limited selection of spirits and/or wine for a moderate
upcharge
Other Daily Alcohol With upcharge • Appropriate glasses to be available in room
Mini Bar
Presidential Suite
Guidelines • Beer
• Local brands are approved
• Juice
• 4 each
• From concentrate is acceptable
• Artificially flavored options are not approved
• Soda
• 4 each
Beverage
Beverages Daily Complimentary • Mixer
Selection
• 2 each, club soda or sparkling water
• 2 each, tonic water
• 355 ml or comparable
• Bottled water, glass bottles only
• 2 each still water, regional premium selection preferred
• 2 each sparkling water, regional premium selection preferred
• 235 ml or comparable
• Wine & Spirits
• 1 each 750 ml bottle of red wine
• 1 each 750 ml bottle of white wine
• 3 each 200 ml bottle of:
• Regional spirit
• Vodka
• Whiskey
• 1 each 375 ml bottle of sparkling wine
Mini Bar
Presidential Suite Dry Snacks Daily

Dry Snacks,
Complimentary
• One standard chip option, 2 each
pre-packaged • One roasted or salted nut option, 2 each
Guidelines • Additional selection to be regionally appropriate, 2 each
• Two selections of candy/chocolate, pre-packaged, can be made by hotel
• Fresh fruit bowl

• Minimum selection of 3 types of whole fruits
• Example: banana, orange, apple
Fresh Fruits Daily Fresh Fruit Complimentary
• Selection of cut limes and lemons for cocktail preparation
• Items to be placed in guest room refrigerator
• Items to be stored in a food service safe container with cover
Specialized Specialized
Daily Complimentary Based on guest preference, additional selection of items to be provided
Amenity Amenity
• Beer/wine opener (1)

• High ball tumbler (4)
• Rocks glass (4)
• Champagne flute (4)
Operating Operating • Universal wine glass (4)
Daily Complimentary
Equipment Equipment • Paper cocktail napkin (12)
• 7” plate (4)
• Table fork (4)
• Table knife (4)
• Folded linen napkin (4)
Property approved to provide a limited selection of spirits and/or wine for a moderate
upcharge
Other Daily Alcohol With upcharge • Appropriate glasses to be available in room
LOBBY BAR
PRINT SUB-SECTION
Lobby Bar
Lobby Bar
Philosophy
Ð There will be varied seating zones to make the lobby area feel warm
The Lobby Bar is an energetic social hub and intimate.
serving beverages. The Lobby bar serves as Ð Service will be casual yet efficient; speed of service is key. The
the central bar of the property and as such has atmosphere is jovial and convivial, and the space should feel open
and energetic.
a comprehensive liquor offering. Properties
may opt for light snack service, but it is not
required.
HOURS OF OPERATIONS AND OPERATIONAL PROCEDURE

OPENING AND CLOSING DUTIES
STAFFING CHECKLIST

MINIMUM OFFERING CLEANING AND SANITATION
VENUE OPERATIONS MANAGEMENT RESPONSIBILITY
Lobby Bar
Job Function All Day
Hours of Operation & Bartenders* 1 per 100 covers
Staffing Minimums
Bar Backs 1 per 200 covers
Beverage Manager 1 daytime 2 afternoon/evening

The hours of operation are specific to the
Resort based on occupancy and total number
of available dining options. Staffing will be
Cocktail Server*
influenced by occupancy, lobby bar capture, (based on location)
1 per 125 covers
style of service and seating capacity. Guidance
is based on average staffing per cover (total
covers served/Team Member). This venue
*Cocktail Servers may not be relevant to all bar spaces. Number of cocktail servers needed will vary based on business during high volume hours
will be open 7 days a week. As beverage is the *Bartenders will max based on number of cocktail stations available
main focus of a Lobby Bar, this venue should
prioritize operating hours in the afternoon and
evening.
Optional based on
Breakfast
market demands
• Additional hours of operation adjustments approved based on market needs
• Food and beverage service to be uninterrupted during posted hours of operation
• Resort must have at least one bar that is open late, until 1:00 AM
12:00 PM-TBD based
All Day Daily on total property
programming
Lobby Bar
Food & Beverage

Offerings
Food and beverage areas to be non-smoking unless specifically designed
otherwise.
Resort will adhere to the guidelines for Resort must use china, glassware and silver as approved by the brand.
Resort to follow Hilton sustainability programs including biodegradable
beverage offerings. It is important to have
disposables. Plastic straws, stir sticks and cocktail pics are not permitted.
a variety of menu selections. Served food is
not required at the lobby bar. Resorts have
the discretion to add light snacks if they feel
it is necessary to the operation. Food items
served should be appropriate to the venue.
MINIMUM BEVERAGE OFFERINGS
Lobby Bar
VENUE OPERATIONS
Preparing the lobby bar for service is critical to ensure guest satisfaction. Resort must ensure that
designated leadership is following the opening and closing guidelines.
Lobby Bar
Environment
• Team Members should be issued a professionally-designed and produced uniform
set that is specific to the restaurant in which they work
Uniform
Creating the right atmosphere for the

guest ensures that an upgraded experience • China must be used in all food and beverage venues. Disposable dishware to be
available upon request
is recognized. Special attention to detail Operating Service and • Glassware must be used in all Food & Beverage venues
Equipment Presentation Pieces • Plastic and compostable plastic straws, stir sticks, and cocktail picks are not
should be given to the equipment and permitted
atmosphere in the lobby bar. • Quality presentation pieces to be used
• Tables should be set with centerpiece that is appropriate to the venue, such as small
Tabletop plant or candle
• Tables are not required to be set with any china, glass, silver or linens
• Menus must be clean and in good working condition • Plastic table tents or menu
Menus
• Menu shells should be unique to the venue holders are not approved
Lighting
appropriate
Lobby Bar
Lobby Bar Opening Duties Category Frequency Criteria Notes
Daily, before each Venue has been set per the table plan. Any damaged chairs or tables have been
Room Set
meal period removed
Operating Daily, before each Venue has the correct amount of par stock for all china, glass, silver & linen to
Equipment meal period ensure a smooth service
Daily, before each Menus have been audited and ensured in good condition and correct menu is
Menu
meal period available for the shift. Damaged menus are removed and replaced
Daily, before each Side stations are set with the correct types and amount of operating supplies, as Trash containers are clean
Side Stations
meal period per outlined in the venue checklist. Side stations are clean and organized with new liner
Daily, before each

meal period
Food And Beverage Daily, before each Supplies and par stocks have been verified sufficient for meal service. Items such
Inventory meal period as wine, beer, liquor, juices/mixers, bottled water, etc.
Food And Beverage
meal period communicated to the staff at the start of service
Lobby Bar
Closing Daily, 30 minutes Designated venue manager/supervisor to notify seated guests that lobby bar
Notification prior to closing closing time is approaching
Lobby Bar Closing Duties
Closing Side Daily at designated Management team is to assign Team Members to daily closing duties on a
Job Duties time rotational basis
A clean facility directly influences guest Daily, after each All alcohol must be accounted for at end of business. Alcohol is locked or returned
Alcohol Security
meal period to a locked storage, inventoried and validated by a supervisor
Daily, after each Daily overnight space
expected to be spotless and well maintained Venue Cleaning
meal period
Floors and carpets to be swept/vacuumed at the end of service
cleaning to occure
that includes daily, weekly, monthly and
Daily, after each Lobby bar has been set per the table plan. Any damaged chairs or tables have been
annual tasks works in partnership with a well Room Set
meal period removed
Daily, after each Side stations are set with the correct types and amount of operating supplies, as Trash containers are clean
Side Stations
meal period per checklist. Side stations are clean and organized with new liner
Facility Daily, after each Work orders are completed and submitted to the maintenance team for any
Maintenance meal period equipment that is not in working order
Daily, after each Once all closing duties have been performed and inspected, all access doors to the
Securing of Venue
dinner shift venue to be closed and locked
Lobby Bar
Steps of Service
Resort should adhere to the proper operational guidelines and steps of service
guidelines, ensuring a consistently high-quality guest experience

DOCUMENTS
STEPS OF SERVICE MANAGER

ID CHECKING
AUDIT FORM
Lobby Bar

Resort must support all Hilton cleaning and sanitation guidelines and
programs.

Lobby Bar
VENUE MANAGEMENT
Proper communication and supervision is critical to ensuring consistency in guest experience. Resort
must follow the established guidelines for daily management of the food and beverage areas. Manager
and/or supervisor to be present during meal periods to ensure guest satisfaction is being met.
Lobby Bar
Manager Responsibilites
Manager/supervisor to conduct a daily briefing with service team to discuss the
below items:
• VIP guests
• Groups in house
Occurs daily, each
Daily Staff Briefing • Opportunities, new products, daily training Managers and supervisors
meal period
• Managers should be actively conducting table touches to ensure guest

satisfaction Hotel to have designated
Guest Satisfaction And As needed during • All issues involving guests to be handled by the manager on duty to ensure swift protocols in reporting guest
Service Recovery the meal period and appropriate resolution satisfaction issues and
• Supervisor and/or manager to conduct ongoing table touches to ensure guest service recovery
satisfaction is being achieved

Occurs daily, each • Room set per guidelines including music, lighting, tables/chairs Refer to: Daily Side Station
Venue Readiness
meal period • Cleanliness and sanitation standards Par Stock Checklist
Lobby Bar

Operational Procedures Ð Cleaning schedules – daily, weekly, monthly and annually

Ð Drain cleaning
Ð Beer draught line cleaning
 Commissary operations
Property to have established procedures Ð Cocktail batching

in place to address the following operation
Ð Product requisitions for juices, mixers, garnishes, and any other drink ingredients
processes.
 Guest satisfaction/service recovery
 Training calendar and documentation
Ð Daily pre-shifts
 Bar control processes including:
Ð Pour technique, using jiggers as the only acceptable form of measurement

Ð Bottle for bottle alcohol requisition
Ð Liquor inventory – daily closing inventory and monthly
Ð Opening/closing duties
Lobby Bar
Inclement Weather
Options
The biggest draw of an all-inclusive resort is the ability to enjoy outdoor spaces and
activities. Most of the food & beverage venues are located outside and will be busier
than any indoor venue.
In the event of inclement weather, this operating model changes. As such, Managers
and Team Members must understand that the Lobby Bar will be the go-to venue for
food & beverage service. Consider providing additional services and experiences to
support this need.
POOL BAR
PRINT SUB-SECTION
Pool Bar
Pool Bar Philosophy
Ð The beverage program will include a signature option to enhance the

guest experience. Properties may opt for light snack service, but it is
not required.
The Pool Bar is airy, fun and spontaneous. Ð A comprehensive pool cart program complements the food and
It is the heart of the resort during the day beverage offerings. The concepts rotate regularly and enhance
and intended to be high energy. Guests will the daily food and beverage offerings in a surprising and social
atmosphere.
spend most of their time at the pool under
the sun with family and friends, and the pool Ð Service will be fast and efficient.
bar is the center of that experience.
HOURS OF OPERATIONS AND STEPS OF SERVICE TRAINING

STAFFING DOCUMENTS AND AUDITS
MINIMUM OFFERING MANAGEMENT RESPONSIBILITIES
OPERATIONAL PROCEDURE
VENUE OPERATIONS
CHECKLIST
OPENING AND CLOSING DUTIES CLEANING AND SANITATION
Pool Bar
Job Function All Day
Hours of Operation & Bartenders* 1 per 100 covers
Staffing Minimums
Bar Backs 1 per 200 covers
The hours of operation are specific to Beverage Manager*

the Resort based on occupancy and total (to cover entire resort, 1 daytime 2 afternoon/evening
not just this venue)
number of available dining options. Staffing
will be influenced by occupancy, pool
bar capture, style of service and seating Cocktail Server*
1 per 125 covers
(based on location)
capacity. Guidance is based on average
staffing per cover (total covers served/Team
Member). This venue will be open 7 days a
*Cocktail Servers may not be relevant to all bar spaces. Number of cocktail servers needed will vary based on business during high volume hours
week.
*Bartenders will max based on number of cocktail stations available
Optional based on
Breakfast
market demands
• Additional hours of operation adjustments approved based on market needs.
• Food and beverage service to be uninterrupted during posted hours of operation
• Resort must have at least one bar that is open late, until 1:00 AM
11:00 AM-TBD based
All Day Daily on total property
programming
Pool Bar
Food & Beverage

Offerings
Beverage program will include a signature option to enhance the guest
experience. Examples include: frozen drinks, unique vessels (cocktails in a
coconut), large format glassware or pouches. The creation of the signature option
Resort will adhere to the guidelines for is determined by the property.
beverage offerings. It is important to have
Pool bar must use outdoor-appropriate plateware, drinkware and silver as
a variety of selections. Served food is not approved by the brand. China and glass are not allowed outside. Resort to follow
required at the pool bar. Resorts have the Hilton sustainability programs including biodegradable disposables. Plastic straws,
stir sticks and cocktail picks are not permitted.
discretion to add light snacks if they feel it
is necessary to the operation. Food items Specialty food and beverage carts will supplement the offerings at the pool bar.
served should be appropriate to the venue. Full Pool Cart program details can be found via the link below.
A robust mandatory pool cart program will
complement the beverage offerings.
MINIMUM BEVERAGE OFFERINGS POOL CART PROGRAM
Pool Bar
VENUE OPERATIONS
Preparing the pool bar for service is critical to ensure guest satisfaction. Resort must ensure that
designated leadership is following the opening and closing guidelines.
Pool Bar
Environment • Team Members should be issued a professionally-designed and produced uniform

set that is specific to the restaurant in which they work
Uniform
• Pool bar must use outdoor-appropriate plateware, drinkware and silverware as

Service and approved by the brand. China and glass are not allowed outside
Creating the right atmosphere for the guest Operating
Presentation • Plastic and compostable plastic straws, stir sticks, and cocktail picks are not
Equipment
Pieces permitted
ensures that the upgraded experience • Quality presentation pieces to be used
is recognized. Special attention to detail
should be given to the equipment and • Tables should be set with centerpiece appropriate to the venue, such as a small
Tabletop plant or candle
atmosphere in the pool bar. • Tables are not required to be set with plateware, drinkware, linen or silverware
• Are clean and in good working condition Plastic table tents or menu
Menus
• Menu shells should be unique to the venue holders are not approved
Lighting
appropriate
Pool Bar
Pool Bar Opening Duties Room Set

Daily, before each
meal period
Venue has been set per the table plan. Any damaged chairs or tables have been
removed
Daily, before each Venue has the correct amount of par stock for all plateware, drinkware, silverware &
Operating Supplies
meal period linen to ensure a smooth service
Daily, before each Menus have been audited and ensured in good condition and correct menu is
Menus
meal period available for the shift. Damaged menus are removed and replaced
Daily, before each Side stations are set with the correct types and amount of operating supplies, as Trash containers are clean
Side Stations
meal period outlined in the venue checklist. Side stations are clean and organized with new liner
Daily, before each

meal period
Daily, before each Supplies and par stocks have been verified sufficient for meal service. Items such
Food And Beverage
meal period as wine, beer, liquor, juices/mixers, bottled water, etc.
Food And Beverage
meal period communicated to the staff at the start of service
Pool Bar
Daily, 30 minutes Designated venue manager/supervisor to notify seated guests that pool bar
prior to closing closing time is approaching
Pool Bar Closing Duties
Daily at designated Management team is to assign Team Members to daily closing duties on a
Closing Side Job Duties
time rotational basis
Daily, after each All alcohol must be accounted for at end of business. Alcohol is locked or returned
Alcohol Security
meal period to a locked storage, inventoried and validated by a supervisor
Daily, after each

Venue Cleaning Floors and carpets to be swept/vacuumed at the end of service
meal period
Daily, after each Pool bar has been set per the table plan. Any damaged chairs or tables have been
Room Set
meal period removed
Daily, after each Side stations are set with the correct types and amount of operating supplies, as Trash containers are clean
Side Stations
meal period per checklist. Side stations are clean and organized with new liner
Daily, after each Work orders are completed and submitted to the maintenance team for any
meal period equipment that is not in working order
Daily, after each Once all closing duties have been performed and inspected, all access doors to the
Securing of Venue
dinner shift venue to be closed and locked
Pool Bar
Steps of Service
Resort should adhere to the proper Resort must support the following Hilton approved training measures.
operational guidelines and steps of service

guidelines, ensuring a consistently high-
quality guest experience.
STEPS OF SERVICE
TRAINING DOCUMENTS
STEPS OF SERVICE
ID CHECKING
MANAGER AUDIT FORM
Pool Bar
Resort must support all Hilton cleaning and sanitation guidelines and programs.
at all times. A strong cleaning program CLEANING AND SANITATION CLEANING AND SANITATION
that includes daily, weekly, monthly and GUIDELINES GUIDELINES

Pool Bar
VENUE MANAGEMENT
Proper communication and supervision is critical to ensuring consistency in guest experience. Resort
must follow the established guidelines for daily management of the food and beverage areas. Manager
and/or supervisor to be present during meal periods to ensure guest satisfaction is being met.
Pool Bar
Manager Responsibilites Category Frequency Criteria Notes
Manager/supervisor to conduct a daily briefing with service team to discuss the

below items:
• VIP guests
• Groups in house
Occurs daily, each
Daily Staff Briefing • Opportunities, new products, daily training Managers and supervisors
meal period
• Managers should be actively conducting table touches to ensure guest

satisfaction Hotel to have designated
Guest Satisfaction And As needed during • All issues involving guests to be handled by the manager on duty to ensure swift protocols in reporting guest
Service Recovery the meal period and appropriate resolution satisfaction issues and
• Supervisor and/or manager to conduct ongoing table touches to ensure guest service recovery
satisfaction is being achieved

Occurs daily, each • Room set per guidelines including music, lighting, tables/chairs Refer to: Daily Side Station
Venue Readiness
meal period • Cleanliness and sanitation standards Par Stock Checklist
Pool Bar

Ð Cleaning schedules – daily, weekly, monthly and annually
Ð Drain cleaning
Ð Beer draught line cleaning
 Commissary operations
Property to have established procedures Ð Cocktail batching
Ð Product requisitions for juices, mixers, garnishes, and any other drink ingredients
processes.
 Guest satisfaction/service recovery

Ð Daily pre-shifts
 Bar control processes including:

Ð Pour technique, using jiggers as the only acceptable form of measurement
Ð Bottle for bottle alcohol requisition
Ð Liquor inventory – daily closing inventory and monthly
Ð Opening/closing duties
POOL CART PROGRAM
PRINT SUB-SECTION
Pool Cart Program
Pool Cart Program
Philosophy
Specialty carts are a fun and simple way to
Ð Carts can be either food or beverage focused.
bring snack items to guests enjoying the
Ð Items served are intended to be simple to eat and handle.
pool deck. The intention is that the carts will
circulate during key hours and that offerings Ð Disposables used should be consistent with Hilton’s sustainability goals.
will vary often.
OPERATING GUIDELINES SWEET CART GUIDELINES OPENING & CLOSING DUTIES
FOOD CART GUIDELINES OTHER AREAS SANITATION
BEVERAGE CART GUIDELINES CART OPERATIONS
Pool Cart Program
Operating Guidelines Category Frequency Criteria Comp/Monetize Notes
• Cart categories are

1. Beverage
2. Sweets
Items are 3. Food/Snacks
intended to be • Intention of the program is to drive guest
Hotel will have active program
1 cart per pool deck complimentary satisfaction
Pool Deck Cart from 12:00 PM – 5:00 PM
during operating hours. • Cart attendants to wear all proper protective
Program daily. One service per hour is
Carts to stagger variety Specials available equipment as outlined by local regulations and
expected
for upcharge are Hilton sanitation practices
acceptable • Items served should be:
• Easy to consume with little service ware needed
• Cost effective
Job Function
Attendant must follow pool cart program

Attendant 1 per cart
guidelines for operations
Pool Cart Program
Category Frequency Criteria Comp/Monetize Notes
Food Cart
• The carts will be located at the pool
area
• Offerings to change daily • Cart to be decorated to attract guest and
• Offerings to rotate hot/cold options Items intended to evoke fun spirit
• Hotel to have a pre-determined be complimentary • Menu offerings should include gluten free,
calendar to control variety and dairy free, and avoid common allergens
Occurs daily between
Food Cart Concept selection Premium offerings • Utilize local products and ingredients
1:00 PM and 4:00 PM
• If service vessel is disposable, it must available for • If possible, theme uniform of cart
meet the sustainability specifications upcharge at the attendant to match item being served
• Selections to be moderate in portion hotel’s discretion • Careful attention to be given to cold
size holding, time and temperature controls
• Ingredients to be listed on a display
card/menu noting any allergens
• Guacamole & chips

• Chips & salsa
• Nachos
• Hot dogs/burgers
Food Cart Examples
• Tacos
• Quesadillas
• Ceviche
• Poke
Pool Cart Program
Beverage Cart • The carts will be located at the pool

area
• Offerings to change daily
• Hotel to have a pre-determined
calendar to control variety and • Specialty presentation pieces to be
selection used to enhance the experience
All the beverages
• Mid day drink selection to be • Utilize local products and ingredients
are intended to be
refreshing and light • Emphasis on fresh fruits/juices,
complimentary
• Low ABV or non ABV based on house made syrups & tinctures
Occurs daily from
Beverage Cart location being served (family pool • If possible, theme uniform direction
1:00 pm until 4:00 PM Premium offerings
deck vs. adult pool deck) of cart attendant to match item
available for upcharge
• Non breakable glassware to be being served
at the hotel’s discretion
used. If vessel is disposable, it • Drinks containing alcohol should
must meet the sustainability be dispensed by attendant of legal
specifications drinking age
• Selections to be moderate in
portion size
• Ingredients to be listed on a display
• Hilton Pina Colada

• Frozen/blended slushies
• Bloody Mary’s
Beverage Cart • Agua fresca
Examples • Mojito
• Sangria
• Iced coffees/blended coffee
• Iced teas with fruits
Pool Cart Program
Sweet Cart
• Positioned in a centralized location
within the hotel. Easy for guests to • Cart to be decorated to attract
find guest and evoke fun spirit
• Offerings change daily • Menu offerings should include
• Hotel to have a pre-determined Items are intended to be gluten free, dairy free, and avoid
calendar to control variety and complimentary common allergens
selection • Utilize local products and
Occurs daily at
Sweet Cart • If service vessel is disposable, Premium offerings available ingredients
5:00 PM
it must meet the sustainability for upcharge at the hotel’s • If possible, theme uniform of cart
specifications discretion attendant to match item being
• Selections to be moderate in portion served
size • Sweets containing alcohol should
• Selections to be family friendly be clearly labeled and not served
• Ingredients to be listed on a display to minors
• Paletas
• Marquesitas
• Ice cream
Sweet Cart Examples
• Churros
• Fresh fruits
• Cookies
Pool Cart Program
• The carts will be located near

or inside the space where the
Other Areas Cart Usage show is occurring
• Number of carts determined
by hotel occupancy and show
reservations. Recommendation
is 1 cart/150 attendees
• Emphasis placed on easy to • If possible, theme uniform of
serve beverage items such as cart attendant to match item
batched cocktails, beer and being served
All items will be complimentary
wine • Drinks containing alcohol
Amphitheater/
Daily or consistent with show • Kid friendly options present should be dispensed by
Entertainment Cart Premium offerings available
schedule during peak occupancy attendant of legal drinking
Program for upcharge at the hotel’s
• Hotel to have a pre-determined age
discretion
calendar to control variety and • Menus should be easy to read
selection in environments with dim
• If service vessel is disposable, lighting
it must meet the sustainability
specifications
• Selections to be moderate in
portion size
• Ingredients to be listed on a
display card/menu noting any
allergens
• Local canned beers

• Wine by the glass
• Sangria
Entertainment Cart • Frozen blended drinks
Examples • Iced coffee
• Agua fresca
• Batched cocktails
• Horchata
Pool Cart Program

Ð Single serving beverage example: champagne splits, margaritas, wine tastings
Banquets and Catering
Ð Reception/buffet stations example: dessert station, seafood appetizer, made to order
Activated to support all event types salsa
Ð Breaks example: iced coffee, make your own sundae, candy store
Other Areas Examples
Ð Dining room specials example: hot chocolate cart, mini paletas
Venues Ð Specialty beverages including non-alcoholic options. Example: shaken iced tea, boozy
The carts should be maximized to assist iced tea, sangria
Activated to support all meal periods
properties in all areas. To the right are Ð Supplemental condiments example: salsa cart, antipasti, coffee station
examples of areas where the carts can be
activated to support property operations.
Ð Movie night example: specialty popcorn cart, custom soda cart

Kids/Teen Clubs Ð Young adult happy hour example: hot dogs, nachos, pizza
Activated to support special events
Ð Kids snack time example: build your own trail mix, make your own sandwich, ice cream
sandwiches
Lobby Welcome Ð Infused water station

Activated to support high occupancy
Ð Customized welcome cocktail developed by property
arrivals
Grab & Go Markets Ð Breakfast taco station

Activated to support high occupancy Ð Mid-day iced coffee and cookies
peak meal periods
Ð Late night snack example: tacos, nachos, sliders
POOL CART OPERATIONS
Pool Cart
Environment
• Team Members should be issued a professionally-designed and produced uniform set that is specific to the
department in which they work
Uniform
Carts to be in good working condition, free from visible damage

• All hot and cold equipment must be functional and working properly
Operating
Creating the right atmosphere for the Equipment
Carts • Hinges, doors and containers must work
• Electrical connections to be maintained, inspected and in good working condition
guest ensures that an upgraded experience • Wheels or casters must be operational, clean and in good working condition
is recognized. Special attention to detail
should be given to the equipment and
presentation of the carts. Operating Service and • Quality presentation pieces to be used
Equipment Presentation Pieces • Presentation pieces to reinforce the theme of item being served
• Carts to have the ability to hold a moderately sized sign to promote what is being served on each cart
Signage nd • Unusual items should be labeled
Labels • Known allergens to be identified
• Signs and labels to be in good condition, professionally written
Lighting If lighting is part of the cart, it should be in good working condition, visibly clean and appropriate in lighting level
Pool Cart
Preparing Cold Holding Daily, before The optimum time must be established by property to turn on refrigeration & fill ice wells in order to
And Ice Wells each service ensure required safe food temperatures are maintained
Pool Cart Opening Duties

Preparing Cooking Surfaces The optimum time must be established by property for hot cooking surfaces to be turned on ensuring
Daily, before
Including Ovens, Pizza Ovens, required safe food temperatures are maintained and equipment is ready for service. ** pizza ovens may
each service
Grills And Planchas require longer heat times
Team Members responsible for cart service Hot Holding Heating Daily, before Prior to service, the optimum time must be established by the property to turn on heating elements and
are to have full knowledge of items being Elements each service cooking surfaces
served including ingredients & allergens.
Plates, Bowls, Specialty Daily, before Plates, bowls must be stocked to designated par levels for service. Special flatware needs to be available
Flatware each service and stocked to designated par levels
Daily, before
Service Ware All service utensils to be clean and in place prior to the start of service
each service
• Prior to service, all surface areas of the cart are to be wiped and disinfected with approved food safe
Daily, before
Sanitation surface sanitizer
each service
• Team Members are to adhere to all Hilton sanitation guidelines. Link to: Sanitation Guidelines
• Prior to service, Team Member to be in designated uniform

Uniform And Protective Daily, before • Uniform to be clean and in good condition. Soiled uniforms to be changed prior to service
Equipment each service • Team Members to have access to all appropriate protective equipment including, but not limited to: hair
restraints, disposable gloves, hand sanitizer, protective mask (if required)
Daily, before Prior to start of service, cart is reviewed to ensure that all items required for service are available and in proper
Mise en Place
each service par levels. Examples are: napkins, straws, forks/spoons, fresh ingredients
Daily, before • Trash receptacle is available and fitted with clean liner
Trash Receptacle
each service • Trash receptacle is visibly clean and in good condition
Pool Cart
Pool Cart Closing Duties

Once cart service is completed, all items used for service are secured
Daily, after
Cart Movement and moved to a Heart of the House location for breakdown and
each service
cleaning
Daily, after Cart staging area (guest areas) are left clean and free from debris, food Property to have a procedure in place to
Area Cleanliness
each service spills or trash ensure timely post-service cleaning occurs
All items removed from the cart are returned to designated locations Team Members are not to consume any items
Daily, after
Cart Breakdown based on item type. Example: Food returned to the kitchen, alcohol from the carts without direct approval from
each service
returned to storeroom, decorations returned to storage area property management
Daily, after At the conclusion of the service, the cart is fully emptied, washed and
Cart Cleanliness
each service sanitized for next service
Daily, after All alcohol must be accounted for and at end of business returned to a
Alcohol Security
each service locked storage, inventoried and validated by a supervisor
Ensure all decorations and props are cleaned, sanitized and returned to Property to have a plan in place for proper
Daily, after
Decorations a storeroom if not being used for next meal period. Items to be stored storage of décor items to ensure that minimal
each service
in a locked space breakage occurs
Equipment including cart are left in good condition and ready for next
Daily, after Carts should never be active with broken or
Equipment service. If equipment requires maintenance, it is removed from service
each service damaged components
and service request is filed with facility maintenance
Pool Cart
A clean facility directly influences guest The property to support all Hilton cleaning and sanitation guidelines and programs.
expected to be spotless and well maintained FRONT OF THE HOUSE HEART OF THE HOUSE
at all times. A strong cleaning program CLEANING AND SANITATION CLEANING AND SANITATION
KIDS CLUB
PRINT SUB-SECTION
Kids Club
Kids Club
Philosophy
For resort properties that cater to families,
The Club gives kids the chance to make new friends and engage in some locally-inspired
the Kids Club can be anintegral part of the activities while skipping the “adult, boring stuff” that mom and dad are doing.
experience for kids and parents alike.
Ð Providing Food and Beverage within the club must be closely controlled. Any
Kids clubs are generally targeting children consumption must be authorized by the parents in advance.
under ten years of age. Food and Beverages
served should take age into consideration.
FOOD AND BEVERAGE

GENERAL OPERATIONS IN-CLUB SNACKS
QUALITY
PRODUCT LABELING OPERATING EQUIPMENT OPERATIONAL PROCEDURES
Kids Club
Category Experience Detail
Food & Beverage Offering Quality

Food and beverages provided within Kids Club must follow provided
guidelines. All food and beverage will include healthful selections
Refer to: Food and Beverage for Kids
• Property to have a procedure in place

Product Any packaged or prepared items must be clearly labeled including all • If content of food on packaging is not available,
Labeling ingredients and known allergens ensure these items are not given to
children with any food allergies
• Food containing nuts must not be provided at

any time to children in the Kids Club
Kids Club staff have a responsibility to provide a healthy and varied
• Before providing food to children, Kids Club
Offerings supply of snacks during parties, dependent on available supplies in the
staff must confirm allergies on the children’s
hotel
registration form to prevent any allergic reactions
• Refer to: In-Club Food and Beverage
Special Club Kids Club staff must ask the hotel kitchen to organize/prepare all party
Experiences food and snacks
• Under no circumstances should Kids Club staff

prepare food in the Kids Club rooms
• Food or soft drinks should not be provided
General Organized meals to be provided to kids participating in the club for
after 8:00 PM
Operations extended periods
• Meals can be organized in a designated property
venue or preordered ‘boxed lunches’ delivered to
the club
• Unbreakable material plates, bowls and cups are

Operating Age-appropriate plates, bowls, silverware, cups are utilized when strongly recommended for younger children.
Equipment servicing children under five Properties are expected to have options available
• Cups with lids and straws are recommended
Kids Club
Food & Beverage Offering Category Minimum Criteria Detail
In-club food and beverage is available during

Available Service
operational hours
In-club food and beverage should be light

• Limited presence of fried foods
snacks that are easy to handle. • Low sugar/no sugar options
General Criteria Items served are healthy • Fresh vegetable based side options
Whole Fruit 3 selections To include banana
• Easy to eat
Dry Snacks 3 selections • Free from known allergens
• Examples: Goldfish crackers, animal crackers
• Easy to eat
Packaged Items 2 selections • Free from known allergens
• Examples: Plain yogurt cups, string cheese
• Bottled water
• Whole milk
Beverage 5 selections • Lactose free milk alternative
• Juices, fresh or 100% pure juice options
Kids Club

operation processes:
 Daily club forecast
 In-club snacks par stock and requisition
 Kids club special events order sheet
 Daily meal order sheet
Includes venues or delivered boxed lunches

Ð
Ð Includes identified allergen sensitivities by guest name
TEENS CLUB
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Teens Club
Teens Clubs
Philosophy
For resort properties that cater to families,
Ð For teens, it gives them a chance to make new friends and engage in some
the Teens Club can be an integral part of the social activities.
experience for teens and parents alike.
Ð The club is largely entertainment based but can provide an opportunity for
engagement and interaction for young adults. Properties should ensure
Teens clubs are generally programmed to that there are organized activities occurring often throughout the day.
be attractive to youths between the ages Ð Providing food and beverage within the club must be closely controlled.
of 10 to 17 years of age. Food and beverages
Ð Parents or guardian should be aware of available options for consumption
served should take these ages into as well as any special events that are occurring where food and beverage
consideration. will be served.
OPERATING GUIDELINES OPERATIONAL PROCEDURES
IN-CLUB F&B GUIDELINES DAILY CALENDAR EXAMPLE
Teens Club
Category Team Member Experience Details
Food & Beverage Any packaged or prepared items must be clearly

• Property to have a procedure in place
• If content of food on packaging is not
Product Labeling Culinary Team labeled including all ingredients and known
Operating Guidelines allergens
available, ensure these items are not
given to children with any food allergies
• Food containing nuts must not be provided

Teens Club staff have a responsibility to provide a at anytime
Offerings healthy and varied supply of snacks during parties, • Teens Club staff must confirm allergies on
dependent on available supplies in the hotel the registration form to prevent any allergic
reactions
• Teens Club staff must ask the hotel kitchen to

Special Club Club to have daily food and beverages aligned with
organize/prepare all party food and snacks
Experiences organized activities
• Refer to: Special Experiences Examples
• Items used must complement items served

Operating Disposables or reusable quality plastic is
• Minimal use of breakable items (china,
Equipment recommended for service
glassware)
Teens Club
In-Club Food & Beverage

Category Minimum Criteria Details
In-club food and beverage should be light • Limited presence of fried foods
snacks that are easy to handle. General Criteria Healthful options
• Fresh vegetable based side options
• Easy to eat
Dry Snacks 3 selections • Free from known allergens
• Examples: PopChips, granola bars, tortilla chips
• Bottled water
• Soda, canned
Beverage 5 selections
• Milk
• Juices, fresh or 100% pure juice options
Teens Club

operational processes:
 Daily club forecast
 In-club snacks par stock and requisition
 Teens club special events order sheet
Teens Club
Day Of The Week Time Experience Details
10 types of bulk snack items, guests to make their own custom snack mix
Special Experiences Examples of ingredients include:

• Doritos
Monday 3:00 PM Make your own Snack Mix • Cheetos
Examples • M&M’s
• Cashews
• Pretzels
Make your own flavored iced tea

Properties are expected to have daily Tuesday 3:00 PM Shaken Teas
• Variety of flavored syrups
• Variety of cut fruits and herbs
activations that are fun and interesting for • Boston Shakers, guest shakes their own iced tea
Teens. The chart shows examples of
a special experiences calendar. Popcorn and paletas
Wednesday 7:00 PM Movie Night • Freshly popped popcorn with a variety of seasonings
• Paleta cart
The details of those experiences and times
that they occur are at the discretion of the
property. • Teens ONLY pizza buffet
Thursday 3:00 PM “Happy Hour”
• Variety of toppings available, to include vegetables, protein and cheese
Teach teens to prepare their favorite coffee drink

• Decaf coffee only
Friday 2:00 PM Decaf Coffee Break
• Syrups and toppings
• Seasonal rotation
Build your own quesadilla cart

Custom guacamole, prepared a la minute
Saturday 3:00 PM Viva la México
• Includes variety of salsa
• Offer grasshoppers and ants to customize the guacamole
• Make your own

Cookie Ice Cream
Sunday 3:00 PM • Variety of large cookies (minimum 3 types)
Sandwiches
• Chocolate and vanilla ice cream
VIP LOUNGE
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VIP Lounge
VIP Lounge
Philosophy
VIP lounge operations will vary by property.
The lounge is intended to provide an This section focuses on the minimum product offerings, along with premium selections
and venue-specific selections that are available at an upcharge to guests.
exclusive area for guests staying in the
property’s suites to receive additional
services along with upgraded food and
beverage offerings.
Not all properties will have a VIP lounge.
HOURS OF OPERATION AND MINIMUM OPERATING GUIDELINES

BUFFET MAINTENANCE
STAFFING GUIDELINES BREAKFAST
EQUIPMENT AND MINIMUM OPERATING GUIDELINES

MID-DAY OPENING AND CLOSING DUTIES
ATMOSPHERE GUIDELINES
MINIMUM OPERATING GUIDELINES

EVENING STEPS OF SERVICE
MINIMUM OPERATING GUIDELINES

LATE NIGHT/OVERNIGHT CLEANING GUIDELINES
VIP Lounge

Staffing Guidelines
Hours Of Operations Staffing
Morning 6:30 AM - 10:30 AM Service Available

Ð Extended hours of operation 1 attendant per 20 registered guests
are approved based on property

needs.
Mid-Day 10:30 AM - 6:00 PM Fully accessible, self service offerings 1 attendant
Ð All services to be available if VIP
rooms packages are sold.
1 attendant per 30 registered guests
Evening 6:00 PM - 10:00 PM Service Available
1 bartender
24 hour service not mandatory

Late Night/Overnightht 10:00 PM - 1:00 AM Optional based on market demands. Fully 1 attendant
accessible, self service offerings
Culinary staff based on market demand and a la carte service
VIP Lounge
Equipment & Atmosphere Team Members should be issued a professionally-designed

• Uniforms should be properly fitted and
tailored for each Team Member
Uniform and produced uniform set that is specific to the restaurant
• Uniforms must be returned and laundered
in which they work
on-property at the end of each shift
Breakfast
Creating the right atmosphere for the guest • Table set for meal period including small plant/bud vase
• Based on property and services, full table
• Coffee cup, saucer, spoon (optional)
ensures that the upgraded experience • Sugar holder (optional)
settings are approved. If table service is not
available, cutlery to be available at the
is recognized. Special attention to detail • Salt and pepper–optional, based on local restrictions
buffet or brought to the table by an
• Linen napkin (optional)
should be given to the equipment and attendant
Operating • Flatware (optional)
Table Top • If additional a la carte items are available
Equipment • Placemat-recommended
atmosphere in the lounge. from the kitchen/pantry, small menus or
QR codes can be available at the table
Mid Day
• Properties should avoid any table tents or
• Table clear from any settings, small plant/bud vase only
promotional items advertised placed on the
table top
Evening
• Table clear from any settings, small plant/bud vase or candle only
• China must be used in all F&B venues. Disposable dishware

to be available upon request It is recommended to use a separate line of
Service and
Operating • Glassware must be used in all F&B venues china from the general hotel equipment for the
Presentation
Equipment • Plastic and compostable plastic straws, stir sticks, and lounge so that guests feel the experience is
Pieces
cocktail picks are not permitted specially curated
Music program should evolve and transition to remain appropriate

Music
to the time of day
Lighting levels should transition with time of day and be lowered in

Lighting
the evenings as appropriate
VIP Lounge
Quantity of
Category Criteria Guidelines
Offerings
• Freshly brewed regular and decaffeinated coffee

Coffee • Espresso and espresso drinks
Food & Beverage • Half and half must be available
Served by attendant or self service
Offerings Tea 5 selections Selection to include herbal and English breakfast Lemon slices and honey available
To include:
Breakfast Beverages Sweetener 3 selections

• White sugar
• Brown sugar
• Sugar substitute, natural ingredients Stevia or Splenda
Hot Chocolate Available, prepared, not from powder Based on market demand
Food and beverage presentations to be

• Orange juice, fresh or pasteurized
visually upgraded from standard offerings Juice 5 selections
• 2 seasonal and local varieties
throughout the resort. Selections to be a
combination of individually portioned and
• Filtered ice water and infused option available Infused option to be appropriate for meal period being
Water 4 selections
buffet style communal platters to ensure • Bottled still and sparkling–no plastic container served
that quality is maintained throughout
the operational service hours. • Whole milk
• Skim/fat free Chocolate (or flavored) milk option for
Dairy 4 selections
• 1 lactose free, such as oat or almond milk, unsweetened children based on market demands
• Half and Half available for coffee service
To Include:
• Light or diet option Coca Cola or Pepsi based on property contracts
Soda 5 selections
• Ginger ale Local flavored options approved as enhancement
• Club soda
Alcohol Optional
Other 1 selection Examples: Lemonade, iced tea
VIP Lounge
Category Quantity of Offerings Criteria Guidelines
Food & Beverage Property to highlight local selections.

Fresh Fruit 3 selections To include 1 variety of berry
Offerings Sliced or cubed
Cold selections to include:

Oatmeal is the default hot cereal unless
• One granola option
Breakfast Food
regionally inappropriate. Property
• One high fiber option
3 cold cereals discretion on hot cereal served.
Cereal
1 hot cereal Oatmeal to be served with raisins and
Hot option to include:
brown sugar as a complimentary
• Steel cut oatmeal or regionally specific selection
condiment
• Steel cut oatmeal to be water-based preparation
Food and beverage presentations to be Nuts

• Raw or unsalted
visually upgraded from standard offerings • Appropriate for breakfast consumption
throughout the resort. Selections to be a • Consider local options
2 types nuts Bulk presentations, not individually
Nuts And Dried Fruit
combination of individually portioned and 3 selection dried fruit Dried Fruit packaged
• Medium in size
buffet style communal platters to ensure • Complimentary to items being served
that quality is maintained throughout • Selection minimum does not include raisin option for oatmeal
station
the operational service hours.
• Greek nonfat Selection in PC or bulk acceptable

Yogurt 3 selections Two seasonal fruit compotes as
• Plain full fat accompaniments
3 selections Bulk or dispenser

Jam And Marmalade To include strawberry and citrus marmalade
1 selection honey Local options preferred
• Butter, salted or sweet

• Butter substitute, trans fat free Bulk or dispenser
Butter And Spreads 5 selections
• Cream cheese, plain (if bagels are served) Local options preferred
• Nut butter, variety of 2 to include peanut butter
VIP Lounge
Food & Beverage

Quantity Of
Offerings Category
Offerings
Criteria Guidelines
• Ketchup, served in original container

Condiments
5 selections • Hot sauce, includes Tabasco plus regionally appropriate choice
Breakfast Food And Salsa
• Salsa, freshly made to include mild, medium and hot varieties
• Butter croissant, 70 grams

Selection changes daily
• Sweet pastry, fruit filled
Portion sizes to be moderate to mini
Bread And Pastry 7 selections • Muffin, selection of 2 to include gluten free, banana, 120 grams
Inclusion of a bread roll based on local
• Sliced bread for toast, selection of 3, to include whole grain and white
Food and beverage presentations to be market requirements
• Specialty breads, selection of 2 to include bagel, English muffin
visually upgraded from standard offerings
throughout the resort. Selections to be a • Cured and smoked meats Product must be of good quality, low
Cold Meats 3 selections
combination of individually portioned and • Sliced turkey available sodium content, no added fillers
buffet style communal platters to ensure

that quality is maintained throughout Selection to be appropriate to meal
period being served. Quality offerings
the operational service hours. Cheese 2 selections
preferred with local suppliers. Quality
over quantity of offerings
Quantity of
VIP Lounge Category Criteria Guidelines
Offerings
Property to follow HSM specification

program
Hot Breakfast Meats 2 selections Bacon or sausage to be available daily
Food & Beverage

Recommend rotation of breakfast meat to
include non pork option
Offerings Starch 1 selection Traditional breakfast potato option or local specialty Rotational offering highly recommended
Breakfast Food Scrambled Eggs 1 selection

Available on buffet if a la carte service is not available
• Fresh egg product required
• Buffet hot/held offering prepared as needed
Small batch production
Available based on market and facility layout capabilities

Cooked to order eggs and omelets:
Food and beverage presentations to be • Selection of 2 cheeses, shredded or sliced
• Selection of 3 meat options, 1 non pork and appropriate for
visually upgraded from standard offerings meal period
• Selection of 5 vegetables, medium diced or sliced,
throughout the resort. Selections to be a to include tomato, mushroom, onion, peppers
combination of individually portioned and To be cooked or roasted
• Regionally specific ingredients, available based on market Skilled and trained cook to work the station
buffet style communal platters to ensure Eggs Station
10 condiments • Whole or clarified butter used in preparation This is not a mandatory program
Cooked To Order
that quality is maintained throughout No oil unless requested by the guest experience
• Olive oil available
the operational service hours. • Salt and pepper available
Eggs
• Liquid pasteurized approved, cage free
• Whole eggs, cage free
• Egg white option
• Egg substitute option
• Rotational hot selections, regionally influenced

Daily Specialties 2 selections
• One to be gluten free
Options available within the following categories: All items to be clearly labeled. Gluten free
• Bakeries/pastry/bread items to be kept separate from other buffet
Gluten Free Station 3 selections
• Cereal items. Oatmeal is gluten free and should be
• Daily Specialties positioned with the gluten free items
VIP Lounge
Food & Beverage Category Quantity of Offerings Criteria Guidelines
Offerings Whole Fruit 3 selections To include banana
Mid Day Food Nuts

• Raw or unsalted
• Appropriate for breakfast consumption
2 types nuts • Consider local options Bulk presentations, not
3 selection dried fruit individually packaged
Dried Fruit
• Medium in size
Mid day offerings to be a self-service • Complementary to items being served
environment. Properties are approved to

enhance lunch offerings and provide table Items to be easy to handle
• To include a cookie option
service if market demands. Pastry/Bakery 2 selections
• Freshly prepared in house, no commercially packaged items
and should hold well in an
ambient environment
• A variety of small plate snacks to be available Examples:

Small Plates 3 selections • Portioned for single service • Crudité & dip
• Selections to be covered and hold up well • Charcuterie & cheese
VIP Lounge
Food & Beverage Water 2 selections Still and sparkling options to be available Glass container preferred. No PET
Offerings
To include: Coca Cola or Pepsi based on
• Light or diet option property contracts
Soda 5 selections
Mid Day Beverage • Ginger ale
• Club soda
Local flavored options approved as
enhancement
Bottled Beverages 2 selections To include iced tea
Mid day offerings to be a self-service

environment. Properties are approved to To include:
• Should be bottled beer. Cans are
reserved for outdoor venues
enhance lunch offerings and provide table Beer 3 selections • Light option
• Selections should meet market
• Local option
service if market demands. demand
To include:
• One red (Cabernet Sauvignon suggested) To be available by the glass, not by the
Wine 3 selections
• One white (Chardonnay suggested) bottle
• One sparkling (not Champagne)
To include:
• Vodka
• Tequila Should be high-quality brands that
Spirits 6 selections • Whiskey are considered premium. For example:
• Gin Grey Goose, Patron, Jack Daniel’s, etc.
• Rum
• Scotch
VIP Lounge

Food & Beverage
Offerings Whole Fruit 3 selections To include banana
Nuts
Evening Food • Raw or unsalted
2 types nuts • Consider local options Bulk presentations, not individually
3 selection dried fruit packaged
Dried Fruit
• Medium in size
• Complementary to items being served
Evening offerings are intended to be
reception style, focused on small plates,
hors d’oeuvres and light snacks. • Individually portioned options preferred
Properties are approved to enhance the Pastry/Bakery 4 selections
• Full size cake/torte/tart to be used only if a highly
specialized option and to be served by an attendant
offerings based on market demand. • Freshly prepared in house, no commercially packaged
items
Examples:
To Include:
• Marinated olives & cheese
• A variety of small plate or individual hors d’oeuvres
Cold Selections 3 selections • Prosciutto wrapped crostini
• Cheese selection. Whole type of presentation
• Smoked salmon with rosemary
preferred. No sliced cheese
crackers
• Individually portioned hors d’oeuvres In house prepared preferred.

Hot/Warm Selections 2 selections
• Limited fried options Limited use of commercial products
VIP Lounge
Food & Beverage Water 2 selections Still and sparkling options to be available Glass container preferred. No PET
Offerings
To Include: Coca Cola or Pepsi based on
• Light or diet option property contracts
Evening Beverage
Soda 5 selections
• Ginger ale Local flavored options approved as
• Club soda enhancement
Evening offerings are intended to be

reception style, focused on small plates, Should be bottled beer. Cans are
To include:
reserved for outdoor venues
hors d’oeuvres and light snacks. Beer 3 selections • Light option
Selections should meet market
• Local option
Properties are approved to enhance the demand
offerings based on market demand.
To include:
• One red (Cabernet Sauvignon suggested) To be available by the glass,
Wine 3 selections
• One white (Chardonnay suggested) not by the bottle
To include:
• Vodka
• Tequila Should be high-quality brands that are
Spirits 6 selections • Whiskey considered premium. For example: Grey
• Gin Goose, Patron, Jack Daniel’s, etc.
• Rum
• Scotch
VIP Lounge
Food & Beverage

Offerings
Late Night/Overnight
Food Whole Fruit 3 selections To include banana
Nuts
• Raw or unsalted
• Consider local options
Available based on market demand. Not 2 types nuts Bulk presentations, not individually
3 selection dried fruit Dried Fruit packaged
required.
• Medium in size
• Complementary to items being served
• Selection minimum does not include raisin option for
oatmeal station

Pastry/Bakery 4 selections • Freshly prepared in house, no commercially packaged
items
VIP Lounge
Food & Beverage

Offerings Water 2 selections Still and sparkling options to be available Glass container preferred. No PET
To include: Coca Cola or Pepsi based on property

Late Night/Overnight Soda 5 selections
• Light or diet option
• Ginger Ale
contracts
Local flavored options approved as
Beverage
• Club Soda enhancement
To include: Should be bottled beer. Cans are reserved for

Available based on market demand. Beer 3 selections • Light option outdoor venues
• Local option Selections should meet market demand
Not required.
To include:
• One red (Cabernet Sauvignon suggested)
Wine 3 selections To be available by the glass, not by the bottle
• One white (Chardonnay suggested)
To include:
• Should be high-quality brands that are
• Vodka
considered premium. For example: Grey
• Tequila
Goose, Patron, Jack Daniel’s, etc.
Spirits 6 selections • Whiskey
• If lounge is unattended overnight, spirits
• Gin
should be removed. Only beer and wine
• Rum
should be made available
• Scotch
VIP Lounge Category Frequency Criteria Notes
Lounge has been set per the table plan

Daily, before each
Room Set
meal period
Any damaged chairs or tables have been removed
VIP Lounge
Opening Duties Table-Top
Daily, before each
meal period
Tables are properly set with appropriate table-top accessories as per daypart
guidelines
Daily, before each The lounge has the correct amount of par stock for all china, glass, silver & linen to
Operating Supplies
meal period ensure a smooth service
Menus have been audited and ensured in good condition and correct menu is
Daily, before each available for the shift Applicable if printed
Menus And Collateral
meal period collateral is used
Damaged menus or collateral are removed and replaced
Trash containers are

Daily, before each Side stations are set with the correct types and amount of operating supplies, as
Side Stations clean with
meal period per outlined in the venue checklist. Side stations are clean and organized
new liner
Daily, before each

meal period
Daily, before each Have been checked to ensure that the area is clean and supplies have been fully
Guest Restrooms
meal period stocked
Daily, before each Supplies and par stocks have been verified sufficient for meal service. Items such
Food And Beverage
meal period as wine, bread, coffee, dairy, bottled water etc.
Daily, before each Selections that are not available, or in limited quantity, have been communicated
Food And Beverage
meal period to the staff at the start of service
Daily, before each The entrance to the lounge is open 15 minutes in advance of posted start of
Venue Door
meal period service
VIP Lounge
30 minutes prior Designated venue manager/supervisor to notify seated guests

to closing that venue closing time is approaching
VIP Lounge The entrance door to be closed in alignment with posted hours of
Closing Duties Venue Door At designated time
operation
Daily at Management team is to assign Team Members to daily closing

Closing Side Job Duties
designated time duties on a rotational basis
All alcohol must be accounted for at end of business. Alcohol

Daily, before each
Alcohol Security returned to a locked storage, inventoried and validated by a
meal period
supervisor
Daily overnight
Daily, before each
Venue Cleaning Floors and carpets to be swept/vacuumed at the end of service space cleaning
meal period
to occur
Daily, before each Lounge has been set per the table plan. Any damaged chairs or
Room Set
meal period tables have been removed
Daily, before each Tables are properly set for next meal period with appropriate
Table-Top
meal period table-top accessories as per daypart guidelines
Side stations are set with the correct types and amount of Trash containers
Daily, before each
Side Stations operating supplies, as per checklist. Side stations are clean and are clean with
meal period
organized new liner
Work orders are completed and submitted to the maintenance

Facility Maintenance Daily
team for any equipment that is not in working order
Once all closing duties have been performed and inspected, all
Securing Of Venue End of day
access doors to the lounge to be closed and locked
VIP Lounge

VIP Lounge
Buffet Operations • Management to review buffet selections and ensure
established minimum criteria and/or daily menu is
achieved Any variations to be addressed
Buffet Offerings Daily, each meal period • Food labels are present for any unidentifiable menu immediately with the kitchen and
selections rectified
• Food labels match items served, are correctly spelled and
allergens are identified
Daily, each meal period. For presentations that are repetitive,

Management to inspect all buffet service areas and ensure that
A minimum of thirty (30) property to have reference images
Buffet Presentations the guest experience is exceptional. To include both food and
minutes prior to for Team Members to follow to ensure
beverage areas
opening time consistent presentations
The following points to be checked prior to opening, ensuring

readiness:
• Floor
• Counter tops Refer to Front of the House cleaning
• Sneeze guards guidelines
Daily, each meal period. • Prior to opening ensure sufficient par stocks of service
A minimum of thirty (30) china and glassware on buffet Items should be placed in proximity to
Plates And Service Ware
minutes prior to • All service pieces to be in excellent working condition, foods being served
opening time clean and polished
Daily, each meal period. Proper food temperatures to be maintained. Temperatures to Refer to HAACP program standards
Hot And Cold Food
Checked frequently be taken hourly of displayed food items and logs maintained (if applicable), Distintivo H standards,
Temperatures
throughout service throughout service EcoSure standards
VIP Lounge
Steps of Service
VIP Lounge Guests are welcomed upon arrival to the lounge, name and Table is managed to ensure that any additional service items
1 9
room number are validated and assisted with seating required are provided including cutlery and napkins
Upon seating, guests are orientated to the lounge, brief If guests have purchased upsell items, a check is presented
2 overview of offerings provided and beverage order taken. 10 to guest in high quality check presenter, with logo pen.
The following steps of service are used to Items available for upsell are identified if applicable Guest completes purchase acknowledgement and provides
payment direction (room charge, credit card, cash)
ensure an exceptional guest experience.
Additional service items are delivered to guest table based on
3 11
items ordered. Example is cream for coffee or salt & pepper Check is processed quickly and receipt provided to guest
for a la carte eggs
Upon departure, guest is thanked politely, using surname if
12
If cutlery or glassware is set on the table, unnecessary possible and invitation extended to return
4
settings are removed
Table is cleaned properly, reset within 5 minutes of guest
Beverages and a la carte menu selections are delivered to 13 departure
5 table
6 Guest name is used frequently throughout service if possible
Table cleanliness is maintained throughout service, with used/

7 discarded items being removed often
8 Beverages are offered to be refilled at 1/3 full
VIP Lounge
VIP Lounge

satisfaction. It also impacts our reputation FRONT OF THE HOUSE HEART OF THE HOUSE
as a company. Our guest facing areas are GUIDELINES GUIDELINES
TEAM MEMBER DINING
PRINT SUB-SECTION
Team Member Dining
Team Member Dining Philosophy

An assisted self service buffet environment providing Team Members with
nutritious meals, light snacks and beverages.
The set up is designed to allow Team Members to help themselves as they

please and select the pace in which their meal is consumed.
The Team Member restaurant services
breakfast, lunch and dinner for our Team The offerings will be fresh, well presented and interesting, offering a strong
daily variety.
Members.
The daily menu will rotate and it is expected that the menu is posted in
advance for Team Members to view.
The dining room is to be accessible 24 hours for Team Members to utilize on

their breaks, access beverages and vending machines (if applicable).
HOURS OF OPERATION AND OPERATIONAL PROCEDURE

OPENING AND CLOSING DUTIES
STAFFING GUIDELINES CHECKLIST
MANAGEMENT
FOOD AND BEVERAGE OFFERINGS CLEANING AND SANITATION
RESPONSIBILITIES
VENUE OPERATIONS
Team Member Dining
Hours of Operations & Breakfast Daily 6:00 AM - 10:00 AM
Staffing
• Overnight operations based on property requirements
Lunch Daily 11:00 AM - 3:00 PM • Food and beverage service to be uninterrupted during
posted hours of operation
Ð Minimum Hours of Operation are Dinner Daily 4:00PM - 10:00 PM

indicated in the following table
Ð Minimum Staffing by job
responsibility are indicated in the
following table
Job Function Breakfast Lunch Dinner
Attendant 1 per 150 forecasted covers
Stewarding 1
Cook (in dining room) 1 (if applicable)
Manager/Supervisor 1 per day
Team Member Dining
Team Member Dining

Food and beverage area must be non-smoking.

Property will service breakfast, lunch and
All hotels must use china, glassware and stainless cutlery as approved by brand.
dinner in the Team Member dining room.
The dining room will operate 7 days a week Property to follow Hilton sustainability programs including biodegradable
and the property will adhere to the minimum disposables. Plastic straws and stir sticks are not permitted.
guidelines for food and beverage offerings.
TEAM MEMBER DINING

MINIMUM OFFERINGS
Team Member Dining
Venue Operations Category Sub-Category Criteria
Environment • Team Members should be issued a professionally-designed and produced uniform set that is specific to the
restaurant in which they work
Uniform
Preparing the Dining Room for service

is critical to ensuring satisfaction. The Table set for meal period including small centerpiece
Operating
Table Top • Salt and pepper – optional, based on local restrictions
Equipment
property to ensure that designated • Napkin dispenser
leadership is following the opening and
closing guidelines.
• China must be used
Operating Service and
• Glassware must be used
Equipment Presentation Pieces
Creating the right atmosphere for the
Team Members ensures that they have a
quality experience. Special attention to Music Music program should evolve and transition to remain appropriate to the time of day
detail should be given to the equipment
and atmosphere in the dining room.
• Food and beverage labels to be easy to read, clean and professionally presented
Signage And • Table tents to be moderate in size and professionally designed. Table tents to be maintained in good quality,
Printed Collateral cleaned as part of the daily cleaning schedule and easy to read
• Menu signage (digital or printed) to be easy to read, clean and professionally designed
Lighting Lighting levels should transition with time of day and be lowered in the evenings as appropriate
Team Member Dining
Team Member Dining Category Frequency Criteria
Opening Duties Preparing Cold Plates Daily, before each The optimum time must be established by property to turn on cold plates and fill ice wells in
And Ice Wells meal period order to ensure required safe food temperatures are maintained
Preparing Cooking Surfaces The optimum time must be established by property for hot cooking surfaces to be turned on
Daily, before each
Including Ovens, Pizza Ovens, ensuring required safe food temperatures are maintained and equipment is ready for service.
Grills And Planchas
meal period
** pizza ovens may require longer heat times
Daily, before each Prior to opening, coffee machines and any hot water system must be turned on to allow
Coffee Machines
meal period sufficient time to for machine to reach operational temperatures
Daily, before each Prior to opening, the optimum time must be established by the property to turn on buffet
Buffet Heating Elements
meal period heating elements and cooking surfaces
Food Warmers Daily, before each The optimum time must be established by property to turn on the food warmers.
(if applicable) meal period Temperature must be checked to ensure proper food temperatures are maintained
Daily, before each Plates, bowls, etc. must be stocked to designated par levels. Special service ware needs to be
Operating Service Equipment
meal period positioned near items for guest use (if applicable)
Daily, before each All service utensils to be clean and in place prior to the start of service. Service utensils to
Service Ware
meal period have under liner, if not placed within the item being served
Team Member Dining
Team Member Dining Category Frequency Criteria Notes
Opening Duties • Par stocks are maintained

• Products contain a label (if packaged) and date of
Perishable Product Display Daily, each shift production (best used by)
• Items are visibly checked for quality, any suspect items
are removed and returned to the commissary kitchen
• Par stocks are maintained for all items needed to support

Consumable Mise en Place Daily, each shift service Example: Sandwich prep
• Quality of mise en place is good
• All displayed items are properly labeled noting special

ingredients
Merchandise Labels Daily, each shift
• Gluten free items are labeled
• Vegetarian/vegan items are labeled
• Equipment is checked each shift to ensure that it is in

good working condition
Equipment Working • Cold and hot holding equipment temperatures are
Daily
Condition checked
• Machinery (blenders, coffee machines, etc.) are in good
working condition
• Clean and organized

Condiment Station Daily, each shift
• Par stocks are met
Team Member Dining

Team Member Dining
Closing Duties
Daily, 30 minutes
Designated venue manager/supervisor to notify seated Team
Closing Notification prior to service
Members that the service time end is approaching
termination
Designated attendants to support kitchen with buffet breakdown

Daily at
Buffet Breakdown All food items to be brought to the kitchen for proper disposal or
designated time
storage
Daily, after each

All food contact surfaces, tables & chairs and counters will be
Surface Cleaning meal period and
cleaned and wiped with approved surface sanitzer
ongoing as needed
Ensure all decorations and props are cleaned, sanitized and Hotel to have a plan in place for proper
Daily, after each
Decorations returned to a storeroom if not being used for next meal period. storage of décor items to ensure that
meal period
Items to be stored in a locked space minimal breakage occurs
Daily, after each Table and chairs will be replaced according to designated floor
Dining Room Set
meal period plan at the end of the meal service
Floors will be swept and mopped after each service to ensure that
Daily, after each
Floors the area remains clean and safe.
meal period
Approved floor cleaning chemicals are used
Daily, after each

All service equipment is turned off. Ice wells are emptied and left
Equipment meal period and at
open for drying
end of day
Team Member Dining
Venue Management Category Frequency Criteria Notes

Manager Responsibilities
Manager/supervisor to conduct a daily briefing with service team to
discuss the below items:
Daily, each • Any special events for the day
meal period • Menu familiarization including menu highlights
Proper communication and supervision • Special tasks of the shift including cleaning
is critical to ensuring consistency in the
Team Member experience. The property to
• All issues involving Team Members to be handled
follow the established guidelines for daily by the manager on duty to ensure swift and Hotel to have designated protocols
As needed during
management of the food and beverage Guest Satisfaction
the meal period
appropriate resolution in reporting Team Member
• Supervisor and/or manager to conduct ongoing satisfaction issues
areas. Manager and/or supervisor to be table touches to ensure guest satisfaction is being achieved
present during meal periods to ensure
Team Member satisfaction is being met.
Manager/supervisor to ensure that the venue is ready for service.
• Room set per guidelines including music, lighting, tables/chairs,
Daily, each
Venue Readiness table top
meal period
Team Member Dining
Team Member Dining

Venue Readiness
Daily, each Designated supervisor to inspect dining area, ensure that dining
Room Readiness
meal period room is ready for service
Management to ensure that the following

Daily, each Tables and chairs are set consistent with floor plan and line up
key points have been reviewed for accuracy Tables And Chairs
meal period properly in all rows from all angles
and compliance prior to the start of service
and maintained throughout service period.
• Table top setup is visibly clean, properly sanitized and ready
Table Top Setup Is As Per Daily, each for service. Cleanliness and attention to
Meal Period Standard meal period • Management to review table top setup and ensure that it is details are very important
consistent to the established standard
Daily, each Area is clean and ready for service. Appropriate carts, trash
Breakdown Area
meal period receptacles and dirty dish collection bins are in place
Daily menu is posted in designated location. vegetarian/vegan

Menu Daily
and gluten free items are noted
Team Member Dining
Team Member Dining

• Management to review buffet selections and
ensure established minimum criteria and/or daily Any variations to be addressed
Buffet Offerings Daily, each meal period menu is achieved immediately with the kitchen
Buffet Areas • Food labels match items served, are correctly

spelled and allergens are identified
and rectified
Daily, each meal period. Management to inspect all buffet service areas
Buffet Presentations A minimum of thirty (30) and ensure that the Team Member experience is
minutes prior to opening time exceptional. To include both food and beverage areas
The following points to be checked prior to opening,

ensuring readiness:
• Floor
• Counter tops Refer to Front of the House
• Sneeze guards cleaning guideline document

Prior to opening ensure sufficient par stocks of Items should be placed in
Plates And Service Ware A minimum of thirty (30)
service china and glassware on buffet proximity to foods being served
Refer to HAACP program

Daily, each meal period. Proper food temperatures to be maintained.
Hot And Cold Food standards (if applicable),
Checked frequently Temperatures to be taken hourly of displayed food
Temperatures Distintivo H standards,
throughout service items and logs maintained throughout service
EcoSure standards
Team Member Dining

procedures in place. Ð Linen handling procedures
Ð Cleaning schedules – daily, weekly, monthly and annually
 Team Member satisfaction/service recovery procedures
Ð Daily pre-shifts
 Waste log review
Team Member Dining
Team Member Dining

at all times. A strong cleaning program FRONT OF THE HOUSE HEART OF THE HOUSE
that includes daily, weekly, monthly and GUIDELINES GUIDELINES
MEETING
AND EVENTS
PRINT SECTION
Meetings and Events
Philosophy
Properties are expected to lead the local competition in service, quality and creativity. Always
Operating Guidelines providing fun events that are on trend in design, food & beverage presentations and special
touches.
Ð We promise great food with artful presentations.
Ð We promise delicious cocktails that are new and exciting.
Meetings and Events are the cornerstone of Ð We promise efficient service with thoughtful touches.
the Hilton brand. Ð We strive to make each event exceptional and memorable, bringing the guest’s
vision to life while showcasing the best that our location has to offer.
Our commitment is that our events are
Functions that occur within event rooms (or outdoors) are under the supervision and
seamless, from start to finish, encompassing responsibilities of the F&B Director. The Banquet Manager has the administrative control of
professionalism with creativity. all functions and the Convention Services Manager is responsible for the set up and break
down of equipment.
AUDIO VISUAL BRAND STANDARD

STAFFING GUIDELINES SERVICE
AND OPERATING GUIDELINES
MENUS AND PACKAGES EVENT SET UP AND READINESS BANQUET BARS
EVENT ROOM OPERATING

FOOD AND BEVERAGE SPECIFICATIONS
GUIDELINES
EQUIPMENT BANQUET EVENT ORDER GUIDELINES
Meetings and Events

Banquets Receptions & Breaks Banquets Plated Service
Job Function Lunch Dinner Job Function
Server 1 per 15
Staffing
Server 1 per 75 covers
Bartender 1 per 100 covers Bartender, service bar 1 per 200
Manager/Supervisor 1 1 Manager/Supervisor 1 per 400
Event staffing is determined by many

variables. The standard Hilton guidelines are Heart of the House Heart of the House
0 1 per 400 1 per 300
Stewarding* Stewarding*
as shown in the charts. Server ratios vary
based on service complexities including, but *Heart of the House Stewarding - stationed extra support
not limited to, action stations, synchronized

plated service, specialized bars and tasting
tables, property job descriptions and Banquets Buffet Service
responsibilities, property space plan and
number of functions occurring. Job Function
Server* 1 per 36
Bartender, service bar 1 per 200
Manager/Supervisor 1 per 500

Properties are
expected to adhere
Buffet Attendant 1 per 200
to any local laws
and restrictions
Heart of the House
1 per 400
Stewarding
Meetings and Events
Menu Packages
Packages and Pricing
Our goal is to offer an exceptional experience for everyone, culminating
with a series of Signature Event Experiences across a variety of themes
designed to exceed our guests’ expectations.
The ideal event is an immersive experience
Mini experiences, custom amenities and keepsakes ensure that every
through which guests will engage all five
guest leaves the resort with the desire to return.
senses, live in the moment, and create new
memories. Package details and pricing is determined by the property.
Inclusive Enhanced Premium Curated
The standard Global Buffet Greater quantity, more Premium offerings and The “off the menu” option,
offering included for every variety, building upon the additional inclusions with where the only limit is your
contracted group and event Inclusive experience themes and interactive imagination
activities
Meetings and Events
Package Structures Inclusive Enhanced
› Menu › Menu
The entry level package. Event attendees may choose Menus are adapted from the global buffet for each meal
All Inclusive resort event packages include to dine in the global buffet restaurant or partake in period. The enhanced option expands the quantity and
food, beverage, services and décor. Each the private dining experience with a chef’s selection of variety of offerings on the private dining buffet.
offerings adapted from the global buffet.
property has the ability to customize
the menu details to their location, the › Setup And Décor
› Setup And Décor Standard resort furniture, choice of upgraded linen, props
components of what is included in the
Standard resort furniture, linen, props and basic event and enhanced event lighting for outdoor events.
packages, and what is not included
lighting for outdoor events.
but available for additional charges, is
› Extras
structured.
› Extras One food or décor enhancement is included per meal
A la carte options available at prevailing prices. period. Additional a la carte options are available at
prevailing prices.
› Cost
The only additional cost is for a la carte or packaged › Cost
upgrades, which may also be used for contract Retail pricing should be expressed as a minimal upcharge
concessions. per person, per day. The enhanced option could be offered
as a concession as a value-add for all groups, contracted
at the Inclusive price point.
Meetings and Events
Package Structures Premium Curated
› Menu › Menu
In addition to the enhanced menu, the premium level Using the premium menus and signature experiences as
All Inclusive resort event packages include offers an interactive experience, with cooked-to-order inspiration, groups can curate their own menu with a series
and chef-attended stations. of virtual consultations with the culinary team.
food, beverage, services and décor. Each
property has the ability to customize
› Setup And Décor › Setup And Décor
the menu details to their location, the
Groups may select from any of the upgraded linen, décor Groups may select from any of the upgraded linen, décor
components of what is included in the and lighting packages for each meal period. and lighting packages for each meal period.
packages, and what is not included
but available for additional charges, is
› Extras › Extras
structured. Premium alcoholic and non-alcoholic beverages are Premium alcoholic and non-alcoholic beverages are
included. Additional a la carte options are available at included. Additional a la carte options are available at
prevailing prices. prevailing prices.
› Cost › Cost
Retail pricing should be expressed as a moderate Retail pricing should be expressed as a moderate upcharge
upcharge per person, per day. The premium option could per person, per day. Cost structure should be premium-plus.
be offered as a concession as a value-add for off-peak This allows flexibility if groups wish to combine the premium
groups, contracted at the Enhanced price point. option with curated for select meal periods.
Meetings and Events
Properties are expected to have professionally written, Tips for Success

properly translated menus that showcase a variety of
offerings. Content is expected to be on-trend and updated Conduct a competitive set analysis annually. This task allows you to ensure
annually with fresh content. that your offerings, special experiences and upsell charge prices are at or
Menu Best Practices The Chef and F&B Director will work together with the
above your competitive set.
catering sales team on defining the menus and experiences, Competitive Set Document
identify packages and upsell charge items.
Use the Flavor menu template. This visually strong menu template will be a
wow factor when showing potential clients what you can do! The template
From intimate meetings to flawlessly Brand Standard 605.01 Menus showcases the local culture and gives them a sense of what they can
expect when they book their event with Hilton.
produced events, our goal is to create
Banquet menus must feature hot, cold, and vegetarian
unforgettable experiences, time and time options for all meal periods and must take into Flavor Menu Template
again. consideration local and international tastes as well as Flavor Menu How to Guide
dietary needs (e.g., gluten-free, kosher, etc.). Tiered pricing
categories must be established to meet a variety of price
Menus should be reflective of the location, points. Consistency is essential. The Food & Beverage teams must commit to
celebrating the best flavors and experiences working towards consistent processes in operations.
that the location has to offer. Offerings Event Menus to include vegetarian alternatives for all plated • Culinary to have recipes and presentation images of all items that
follow seasonality of ingredients. meal menus. Properties to have options printed on sales are on the printed event sales package
menu for event planner to choose from. Options to be
available for breakfast, lunch and dinner meal periods. • Banquet Services to have available pictures and set up details of all
items that are on the printed event sales package
• Event Sales to work with Culinary and F&B for any custom event
Brand Standard 605.01.A Languages RFP’s. Any items presented to a client must be agreed upon and
approved by the property Chef and F&B Leader
The hotel must be able to assist with menu translations • Menus and Printed Collateral cannot contain any sponsor branding
(in-house or through an outside service) upon request. or logos. All printed collateral must be within the Hilton brand
identity and any deviations to be approved by Regional Operations
Meetings and Events
As one of the most expensive categories, proteins and center of the plate
items need to be carefully controlled. Food specifications outline the quality
while the portion guidelines outline the target weight and size of these
Food & Beverage items.
Specifications Meetings & Events beverages packages include the well and call
specifications for liquor, entry level wine specifications and the entry
level beer specifications. Any selections falling in the premium or upsell
categories will have additional costs associated.
The all-inclusive model for food and

beverage programming is primarily dictated
by cost. It is our responsibility to offer
products and experiences to our guests that Food Product Specifications define quality Tips for Success
are perceived as a clear value-add, while also
Food Specifications • Culinary to have portion ratios per attendee to minimize waste and over
remaining conscious of cost implications to
production
the property’s financial centers.
Protein Portion Guidelines define the maximum • Banquet Services to ensure that proper bar procedures are in place
protein portions for center of the plate and buffet including jigger measuring of every spirit
service
• Event Sales to ensure that guarantees and oversets are accurate
Protein Portion Guidelines • Purchasing Department to provide weekly pricing sheets to F&B
leadership allowing them to quickly react if a product exceeds the
pricing cost structure
Beverage Specifications define standard options and
premium selections
Beverage Specifications
Brand Standard 601.02 Contracts
Distribution of Banquet Event Orders must be completed and distributed to

customers and internal departments 7 days prior to group arrival and as soon
as possible for meetings scheduled within 7 days
Meetings and Events
The equipment used for Meetings & Events can be oversized and
heavy as well as very expensive to replace. With these factors in
Event Equipment mind, properties are expected to have sufficient storage available to
properly store equipment when not in use.
Properties are also expected to have the proper caddies and trollies
necessary to assist Team Members in moving and transporting
equipment to minimize equipment damage and ensure the safety of
the Team Members.
Equipment will be maintained and in good
visible working condition. Event equipment There must be designated storage areas for the following
equipment:
includes, but is not limited to, podiums,
staging, stairs, chairs, tables, flags & flag • Linen to be properly stored and hung when not in use and/or
poles, Audio Visual equipment, mobile bars, stored covered when freshly laundered
Best Practice
back bars, oversized cooking equipment, • Rolling equipment such as back bars, bar, or nesting tables to
and linen. be covered and stored when not in use • Equipment is cleaned before and after each event
• Round and rectangular tables, stored vertically with • Audio Visual technician to be available 30 minutes prior
protection for the rims to event start to answer questions and solve last minute
issues
• Podiums to be stored covered when not in use
• Contact card with technician’s name and direct line is
• Staging and dance floors, stored flat provided at each event to assist with any last minute
support
• Event room chairs, stacked and stored away from traffic flow
• Décor
General cleaning guidelines including storerooms and
offices
Heart Of The House Cleaning Guidelines
Heart Of The House Cleaning Checklist
Meetings and Events
A single and cohesive china line to be used for events. Specialty plates and
accessories are acceptable additions
• China to be maintained in good working condition, free from stains
Operating Equipment and chips
• Porcelain is recommended
A single and cohesive glassware line to be used for events. Specialty

glassware is acceptable additions for bars and receptions or themed events
Banquet Services is to maintain a sufficient • Glassware to be maintained in good working condition, free from
inventory of china, glassware, silver, linen chips and cloudiness. Any hard water or lime build up to be removed
and décor for standard events. Operating • Universal wine glass is approved in lieu of separate white and red
equipment utilized from a 3rd party source wine glasses
to be inspected prior to use to ensure
quality. A single and cohesive flatware line to be used. Minimum allowable quality is
stainless steel 18/0
• No damaged or bent flatware is to be used for events Best Practice
• Flatware to be free from spots and polished before service • Operating pars for china, glass and silver is 2 per total
capacity
Linen napkins and tablecloths should be cotton, cotton/poly blend or spun
• Have pictures posted of standardized table sets to
polyester. Napkins must be absorbent
ensure consistency
• Property to maintain a 4 par for table napkins for total capacity of
• Remove any damaged operating equipment from
event space. This par is for each color of napkin
service. Count and store for removal from monthly
• Linen to be laundered daily and free from tears, stains and fraying inventory valuation. Discard per property process as
determined by finance department
Décor should be cleaned and inspected for condition prior to each event
• It is recommended that décor is stored in a separate storeroom if
possible
Meetings and Events
Linen • All linen to be stored in a controlled area that is not freely

accessible
Tips for Success
• Designate a Team Member to maintain the linen inventory
• Linen should be covered/wrapped in smaller bundles
• Count and log dirty linen at end of shift
• Once bundle is opened, if linen is outside of controlled area,
it must be laundered again (even if clean) • When receiving laundered linen, verify count before storing
• Linen staged for use to be covered or transported in a • Remove any stained or torn linen from operations
Linen to be maintained in good condition, closed container immediately
free from stains and tears. • General operating par stock for napkins is 4 per total
• Soiled linen tablecloths, conference cloths, napkins and
wraps to be bundled after each use and place in a sealed capacity if using a single color of napkin
disposable clear bag
• All dirty linen must be place into a bag for transport to drop
off area
Service Tips
• Team Members transporting dirty linen must wear gloves
Tablecloths
• Cloths should be centered on the table so there is an equal

drop on all sides
Brand Standard • Center fold line should run from the front of the room to
the back of the room
603.03 Linen • Corners of cloths should drop directly over the table legs
When used, linen must not be wrinkled or excessively creased • Napkin folds should be clean and simple unless requested
and must be consistently draped parallel to the floor, or as by client. No napkins should be placed into glassware
specified. Table covering and napkins must be single-use or
laundered product and must be refreshed between guests
Meetings and Events
• Team Members should be issued a professionally-designed

and produced uniform set that is specific to the daypart or
event style for which they are working
Uniforms • Properties will maintain an inventory of key uniform pieces
to provide to temporary or on call labor so that all individuals
providing service are in consistent uniforms. This is for all
guest facing positions
• Team Members will be provided guidelines for footwear to

Uniforms to be maintained in good ensure that there is a consistent color and style if foot wear is
not provided by the property
condition, free from stains and tears.
• Uniforms will be clean and laundered and pressed daily
• Team Members will not be allowed to launder uniforms
• Team Members will be issued a uniform set of no less than 2

sets
• Properties will have unique uniforms designated for day

services, evening services and formal events. Based on
location, formal events may require a coat and tie
• Culinary staff working guest facing action stations will be

provided a high quality chef’s jacket and apron. Culinary
staff will report for duty on action station in a clean, freshly Tips for Success
laundered uniform free from stains and food debris. Properties
are expected to maintain an inventory of culinary uniforms • Properly fitting uniforms are neither too tight or too loose
that are used only for action stations
• To avoid wrinkling, do not allow Team Members to store
• Uniforms will be inventoried and evaluated for replacement uniforms in personal lockers
annually
• Maintain an inventory at all times to ensure that any worn or
uniforms in need of repair can be replaced prior to the start
of an event
Meetings and Events

Brand Standard
603.05 Audio Visual

Audio Visual Brand Audio Visual and telecommunications equipment must be set
according to customer specifications. Equipment must be tested
Standards for functionality, at minimum, one hour prior to contracted start
time.
A qualified technician to be available upon customer request to

provide instruction on use, make repairs or fulfill replacement of
non-functioning equipment.
The hotel must have the following Audio Visual equipment available
at the hotel, or through an outside vendor, upon 24-hour notice:
603.05.A Televisions - HD televisions
603.05.B Podium / Lectern
603.05.D Microphones – lectern, table, hand-held, and lavalier (wired 603.07 Visual Aids
and wireless)
The hotel must have the following Audio Visual equipment available at
603.05.F Projector - LCD projector and projection screen the hotel, or through an outside vendor in a reasonable timeframe
603.05.G Extension Cords • Visual aids including whiteboards, easels, and paper flip charts
or digital flip charts. Paper flip charts must be unused and
applicable markers and erasers. Must be in acceptable working
603.05.H Polycom - conferencing call unit or similar product must
condition
be available
603.05.I Accessories
• Adaptors that allow connectivity between a variety of devices
(e.g., Apple, PC, Android, etc.). Wireless screen sharing capability is
preferred. Wired options are permitted.
• Compatible accessories such as Slide Remote, Laser Pointers, etc.
Meetings and Events
Audio Visual Operating • All Audio Visual is set in accordance within the timeline
necessary to properly inspect and certify that the event space
Tips for Success
Guidelines is ready • Equipment is cleaned before and after each event
• Audio Visual technician to be available 30 minutes prior

• Contact information for Audio Visual attendant is provided in
the event space in a centralized location to event start to answer questions and solve last minute
issues
• Sticker, tag or band confirming Audio Visual is ready for guest
use in accordance with Hilton protocols • Contact card with technician’s name and direct line is
Audio visual provider to uphold Hilton provided at each event to assist with any last minute
standards and sanitation protocols. • Knowledgeable attendant is available to provide support support
during event and ensure that any communal Audio Visual
equipment is wiped and sanitized in-between use
• Container of individual sanitizing wipes is positioned near any General cleaning guidelines including storerooms and offices
Audio Visual equipment that may be touched Heart Of The House Cleaning Guidelines
• Audio Visual equipment is refreshed at breaks and meal Heart Of The House Cleaning Checklist
functions for each event ensuring that equipment has been
wiped down and that individual sanitizing wipes are refilled
• Audio Visual equipment is removed from room at the

conclusion of the event, cleaned and sanitized, securely stored
for next event
• All hotels must have live streaming capabilities from their Brand Standard
Audio Visual provider
• Audio Visual technicians to be in a clean, well fitting uniform 603.02.H Wifi Instructions
that contains the logo of the provider’s company (if external).
Instructions on how to connect to WIFI (available on marKIT)
Technicians to follow the hotel grooming standards. Footwear
must be clearly visible.
be professional and in good condition
Meetings and Events

Reception Service Variations on Table Service
Light foods are served displayed buffet-style on a table. Guests • Family Style – platters and bowls of food are set on the
usually stand and serve themselves. They normally do not sit down table for guests to help themselves
to eat. Food is “finger food” and/or “fork food.” It is inappropriate to
• Pre-Set Service – Food is on the dining table prior to guest
Event Types
serve food that requires a knife or is difficult to eat while standing.
arrival. Only presetting items that will retain sanitary and
quality at room temperature
Buffet Service
• Hand Service – One server per two guests. Servers should
Foods are arranged on tables. Guests usually move along the wear gloves. All guests at a table are served at the same
buffet line and serve themselves or are served by an attendant. time
When their plates are filled, guests take them to a dining table to
eat. Servers usually provide beverage service at tableside. A very • Sweep Service – Servers start at one end of the event room
While each event is unique, there are
elegant buffet would have servers carry guests’ plates to their and serve across to the other end. There are no station
standard approaches based on style of tables for them. If individual plated items are presented, trays for assignments
service and set up. The style of service will guest use is usually made available.
influence the types and variety of foods that
can be served. Butlered Hors d’ Oeuvres Service
Food is put on platters in the kitchen and passed by servers. Tips for Success
Guests serve themselves, using cocktail napkins provided by the
• Setups and presentations are to be contemporary
server. This is a typical style of service used for upscale receptions.
This style of service is only appropriate for “finger food”. • Guests are welcomed and served in a friendly and
professional manner
Action Stations • Service areas are to be maintained neat, clean and well
Similar to a buffet. Chefs prepare and serve foods at the buffet organized at all times
(rather than in the kitchen). These stations are sometimes called
“performance stations” or “exhibition cooking.”
Plated Service
Guests are seated. Foods are pre-portioned in the kitchen,
arranged on plates and served by servers from the left. Beverages
are served from the right. Used dishes and glasses are removed
from the right. This is the most functional, common, economical,
controllable and efficient type of service. However, if foods are
plated too far in advance, they could run together, discolor, or
otherwise lose culinary quality.
Meetings and Events

Pre Event Signage
Chairs and tables are moved to the function room, 6 to 8 hours Proper signage for each event should be in place within
prior to the function’s start 2 hours of the event start time. If properties do not have
an electronic signage system, professionally printed signs
Floor plans are provided for each event and must be followed per
Event Set Up
placed in a sign stanchion should be located in key areas
the event contract of the resort to ensure that guests can easily locate the
Setup is symmetrical, equal and aligned event and room
Setups for meetings must include water and glasses, note pads, Signage should include the event room and the event
pencils and candies unless otherwise specified. Meeting supplies name
can be placed in a centralized location for efficiency
All setup begins with a clean room. A room All tables, chairs and F&B setups are in-line with the concept of
is considered clean when all unnecessary the event
equipment is removed and the room has Audio Visual equipment must be clean, properly working and Tips for Success
been properly vacuumed, dusted and completed with its necessary accessories. This includes flip • Chairs to be in good visible working condition, free from
charts and dry erase boards as well as monitors, projectors, stains
polished. sounds systems, etc.
• Equipment is moved using proper caddies and carts to
minimize any damage
• All event rooms to be on a scheduled cleaning calendar

Brand Standard that occurs monthly. Areas of focus are lighting,
baseboards, carpets, mirrors and air vents
603.03 Linen
When used, linen must not be wrinkled or excessively creased Event Operations Guidelines
and must be consistently draped parallel to the floor, or as
specified. Table covering and napkins must be single-use or
laundered product and must be refreshed between guests
Meetings and Events
Brand Standard
Event Readiness 603.00 Meeting Preparations And Facilitation

• If meeting service is outsourced to a third-party operator, the
Brand Standards operator must comply with all physical, cleanliness and service
standards and is subject to periodic QA inspections. The hotel
is responsible for ensuring compliance. All meeting rooms must
be fully serviced and cleaned per standards
• Meeting rooms must be completely set according to client

specifications and ready for use 1 hour prior to meeting
start time, including proper quality check of sound, lighting,
audiovisual and HVAC. The hotel must have software to support
viewing of meeting space usage, printing of banquet event
orders, and generation of meeting room floor diagrams
603.08 Manager Presence

• An Event/Meeting Manager or supervisor must provide a
means of direct communication (such as email, phone, or text
messaging application) compliant with #709.04 to the event
facilitator that may be used from within the event space
• Guest requests, inquiries, problems or complaints received by

the Event/Meeting Manager must be responded to and dealt
with to the satisfaction of the guest within 15 minutes, or within
a reasonable timeframe committed to by the Event/Meeting
Manager when more time is needed

An Event/Meeting Manager or Supervisor must be active and visibly
engaged throughout scheduled events
Meetings and Events
Pre Event Check
Prior to the start of each event, the Banquet Manager/Supervisor/Captain or other

Event Readiness assigned Team Member must ensure the setting of the room/event is completed and
the facilities required are ready
The following is a general checklist for the final inspection:
F Check room for the proper number of tables and chairs, table numbers,
directional signage, seating floor plan
F Check room to ensure that the proper equipment is in place, such as

lighting, Audio Visual equipment, microphones, flags and/or other
miscellaneous items requested on the Banquet Event Order
F Review décor for cleanliness and quality
F Evaluate special requests against the Banquet Event Order
F Check room for proper cleanliness, light levels and air-conditioning/

temperature
F Check all Audio Visual equipment with technician to ensure that all items
are properly working
F Inspect room for potential safety hazards, such as damaged chairs, tables,
sofas, tripping hazards (such as carpet) and ensure that all fire exits are
unimpeded
F Walk the restroom facilities to ensure that they are operational and clean
F Ensure all associates (including casual labor) are on time, in proper

uniform, groomed and familiar with their assignments
F Check in with event contact and walk space
Meetings and Events
Event Readiness Pre-Shifts

Properties are expected to conduct staff briefings or pre-shifts
briefings prior to each event lead by the Banquet Manager, Supervisor
or Event Captain
The following points shall be covered:
• Room/location and event set up
• The name and program of the event
• Team Member station assignments
• Attending VIPs and special requests
• Organizer/event planner/event contact name
• Payment arrangements
• Event hours and break times for Team Members Tips for Success
• Provide Team Members access to BEO. Post in Heart of
• Review of menu items and service style
the House or print and distribute mini versions
• Served beverages and wines
• Be clear on who is designated responsible to
• Post event breakdown instructions communicate with Culinary and Stewarding for additional
needs during the event
• Walk through Heart of the House areas, pointing out

locations where items should be staged during the event
to familiarize Team Members
Meetings and Events
Event Readiness • Room is set, and event doors open 15 minutes prior to posted
event time
• All equipment is in place including food and beverage.

Minimal service activity is occurring
• Service team is stationed in place and ready to receive

guests
• Table numbers and/or event signage is present
• Tables and chairs are set to diagram
• Centerpieces and pre-set food and beverage is in place
• Lighting is appropriate for function type
• Music is on, set to appropriate level for event type

Training Resources
• Room temperature is appropriate for time of year and Room Set Up and Breakdown
location
• Heart of the House doors are closed and remain so during the
Breakast Buffet Room Refresh
service of the event
Properties are • Heart of the House service areas are stocked, clean and Room Setup 1 Room Breakdown
expected to adhere organized for service
to any local laws Room Setup 2 Room Presentation
• Stewarding support is in place and organized
and restrictions
• Designated dirty linen receptacle is present Table Setup 1 Supply Setup
Table Setup 2 Table Layout
Meetings and Events
Having consistent operating processes is the key to achieving

success. Properties are expected to have established procedures
Operational Guidelines that occur consistently each and every time.
BEO Meeting BEO’s are distributed 10 days in advance of the event
BEO Meeting
• Minimum meetings must occur twice (2 times) per week
• The meeting should be held at a time that is convenient for

operations and the event team
• Attendance: Events, Culinary, Stewarding, Banquets,

Beverage, Audio Visual
• Agenda/Format: Consistent meeting location, agenda and

format must be established by the property
• Responsibility of who will lead the meeting (is typically

Banquet Operations Manager), the order in which Additional Resources
distributed BEO’s are reviewed, (Date, Time, BEO #) etc. are
to be included
Catering sales agreement for external vendors is available in the
• Group and event contracts include a 3% overset to the event
contract library located on Hilton Lobby
guarantee for all food and beverage. Within that 3%, specialty
alternative meals e.g. vegetarian, can be accounted for
Precon Procedures
Banquet Event Order (BEO) Standard Procedures
Meetings and Events
Operating Guidelines Best Practices
• Detailed review of BEO’s and 14 day forecast • Check in daily with event sales team and Chef
• Scheduling and forecasting of staffing • Have a weekly and monthly cleaning checklist that
Managers • Special guest requests that require advanced ordering.
includes storage areas
Examples are special food items (Splenda vs. Sweet’n Low), Heart of the House Cleaning Guidelines
meeting amenities (pencils vs. pens)
Heart of the House Cleaning Checklist
• Liquor ordering and requisitions
Managers, supervisors and captains play • Initiate requisitions for equipment and linen • Hold regularly scheduled departmental meetings.
an important part in the consistency and Agenda to include service training
• Stewarding requisition for equipment placed 48 hours in
success of events. They are to be disciplined advance of event • Maintain inventory of décor in good working
in their preparation and organization. condition. Work with Chef and Event Sales on
• Linen requisition provided 72 hours in advance of event décor style and type
• Weekly walk through of event spaces to inspect for working
condition and maintenance needs. If issue is noted, work Event Operations Guidelines
order placed for repair or correction of issue. Includes lighting,
carpets, walls, doors, electronic monitors, thermostats, drapery,
stationary furniture, guest restrooms
• Attendance to BEO meetings with proper note taking on event

Brand Standard
details
• Presence on floor during events. Managers, supervisors and
captains are expected to introduce themselves to the event An Event/Meeting Manager or Supervisor must be
contact and provide business card with contact information. active and visibly engaged throughout scheduled
Managers, supervisors or captains to be visibly present during events
event
Meetings and Events
Service Team Responsibilities: Service Tips

Operational Guidelines • Set-up and preparation of the event dining tables When a guest leaves the table
Service • Detailing of buffet tables including buffet labels and service

pieces
• Re-fold napkin and place it on the back of the chair
or on the table
• Assisting with seating of guests including pulling chairs and • If napkin has fallen on floor, replace with fresh napkin
assisting with napkins
• Attend to the place setting as needed
• Greeting guests at seated tables, introduction of themselves
Great service should focus on treating and introduction of meal • Reposition the chair
guests well, answering questions and Standard table sets
• Taking food and beverage orders for a la carte style of service
exceeding expectations. Attention to details
• Serving and clearing of courses • Properties are expected to establish and document
are key in getting it right. Servers are to their individual standardized table sets based on
remain on the floor of the event at all times. • Space clean up post event including tear down market, location and event style
• Coffee cup and saucer should not be pre-set for

Best Behaviors: lunches and dinners unless requested by client
• Be courteous, efficient and quiet • Dessert spoon and/or fork should not be present on
table unless requested by client
• Maintain good posture, no leaning, sitting or slouching
• Flatware to be placed no closer than ½” or 1.3 cm to
• Smile and maintain eye contact with guests edge of table
• Stay within assigned stations, no congregating in service Pre-setting Food & Beverage
stations or Heart of the House areas
• Food should only be pre-set at the express
• Monitor assigned tables or station. Ensure that beverage refills instructions of the event planner
are occurring and any guest needs are being met
• Ice water is set 30 minutes before start time of event
• Bread and butter is set 15 minutes before start time

of event
• Salads, cold entrees and desserts are set 30 minutes

before start time of event
• No hot food should be plated and pre-set
Meetings and Events
Service Trays
Trays should be clean and in good visible working condition, free

Service Tips
Trays
from fading and damage
• Trays should be cleaned and sanitized at the start of each
• Oval trays are for carrying plated foods shift
Properties may implement full hand service • Carried over left shoulder • Separate trays should be utilized for serving food vs.
for events if they choose. If trays are utilized, clearing soiled dishes from tables
• Always used in conjunction with a tray stand
properties must follow these guidelines. • Round beverage trays are only used for carrying beverages to
• Tray stands should be placed at perimeter of room
the table Final Clearing
• Beverages should only be handled at the base or stem of • After dessert, additional coffee/tea should be refilled
glass
• Do not clear unfinished beverages
• Sugar bowls can be removed at completion of dinner at the

Best Behaviors
instruction of the supervisor/captain
• Never stack more than 10 plated dishes per tray
• No tables should be fully cleared with guests seated at a
• Food should be kept level when placed on tray to ensure that table unless supervisor/captain provides direction to do so
plated foods do not shift
• Monitor the surrounding floor areas and pick up any fallen
• When clearing dishes: food items immediately
• Food is not to be scraped onto tray, but rather use an empty

plate
Beverages should always be served with a tray!
• Stack plates, flatware and glassware together in an organized
fashion
• Clearing dishes should occur with server’s back to guests and

away from dining table
• The act of clearing should be quick and quiet with no loud

clattering
Meetings and Events
Training Documents
Brand Standard Start of Shift

Service Resources Greet and Supervise
End of Shift
An Event/Meeting Manager or Supervisor must be active
and visibly engaged throughout scheduled events Check Handling
BEO
Each event is uniquely different but the
intention of thoughtful service remains Reports
consistent. Team Members work in unison Service Tips Bar Setup
to ensure that the service experience is • Beverages are poured tableside even for buffet style events
Bar Pars and Beverage
seamless.
• Servers offer and serve beverages and refills throughout
service Lunch and Dinner Buffet Setup
• Food is served to occupied seats only Buffet Presentations
• Captain to be present at the start of event and welcome event Dessert and Coffee Breaks
planner and guests
Closing Receptions
• Captain to ensure that the event room is clean and ready for
service a minimum of 30 minutes in advance of designated Dinner Service 1
start time
Dinner Service 2
• Servers are to smile and maintain eye contact
Dinner Service 3
• Guests are welcomed and served in a friendly and professional
manner Dinner Service 4
• Service areas are to be maintained neat, clean and well

organized at all times
Meetings and Events
Setup
• Garnishes are prepared fresh, daily for the event and not re-used
Banquet Bar Setup • Bar caddies are stocked with napkins, stirrers and straws
• Bar equipment and supplies are clean and in place – pour spouts,
shakers, strainers, mixing glasses, jiggers, etc.
• All garnishes are cut and caddies are filled
• Juice containers are filled and wiped down. All juices and mixers
are fresh and fully stocked
• Beer and wine are set behind the bar
• Liquor is set at bar – minimum of two of each product; one for the
well and one for display
• Bar front and work surfaces are always kept clean
• Appropriate glassware is clean, polished and adequately stocked
• Anything guest facing shouldn’t be wrapped in linen
Best Practices
• Fruit garnishes are cut and prepped in Heart of the House service
areas and stocked for service
• Juices and mixers are placed on the bar chilled
• Beer and white wines are placed at the bar chilled for service
• Tasteful signs are used to communicate special cocktails or spirits

that are available and if charges apply
Meetings and Events
Serving Beverages Reception Service

• Additional Team Members/Cashiers should be available to • Passed beverage trays should be kept to eight glasses
handle and process payment during cash bar events
Banquet Beverage Service • All beverages are served in a new, clean glass. Beverage refills
• All beverages carried on trays should be accompanied with
cocktail napkin
are not allowed in a previously used glass
• Used glasses are cleared to a separate side and staged for Table/Seated Service
removal • Wine and Champagne by the glass – 5oz pour per glass
• Individual bottles of beer, soda and water are presented with a • Champagne Toast – 2oz pour per glass
napkin and glass
• Cork should always be removed in the Heart of the House
• Glassware must only be handled by stems and handles on Supervisor’s cue
• Ice and drink garnish must be handled using tongs or scoop • (1) Bottle of red wine, (1) Bottle of white wine per table in a
base holder
• All cocktail trays must be clean and free from debris, dirt or
smudges before using • Always hand carry wine bottles into the room and place on
side stations without black water caddy
• Drinks must be served on a tray at all times. No hand carrying
items • A guest should always be asked if they would like more wine
before refilling the glass to the above-mentioned pour
• Never stack glassware when clearing tables
• For pre-set beverages, be aware that ice will melt, and the
• Serve each beverage from the guest’s right with your right
glass will leave a water ring on the tablecloths. Do not place
hand
pre-set water or iced tea more than 30 minutes prior to the
• Place beverage napkin on table in front of each guest start of service
• Follow the check to serve the correct beverage to each guest; • Be aware if pre-pouring champagne that this also needs
do not ask who ordered which drink to be done at the last minute to ensure that the beverage
retains its bubbles and remains cold
• If pouring a beverage from a larger vessel/bottle, pour into the
glass without picking up the glass
• When pouring, use a folded linen napkin as a splash guard
Meetings and Events

Overall Job Duties
• Maintain proper and adequate set-up of the bar daily. Includes
requisitioning and stocking the following products based on
projections from the daily function sheet:
Banquet Bartender • Beer, wine, spirits
Responsibilities • Paper products, straws and stirrers
• Condiments and produce
• Garnishes, juices, mixers and other perishables
• Proper garnish preparation: cutting and storing of all fresh fruit

and vegetables to ensure freshness. Including, but not limited
to:
• Lime wedges
• Lemon wedges
• Lemon twist
• Orange slices
• Cherries
Best Practices
• Olives
• The bar should be cleaned and wiped with food safe
• Onions surface sanitizer prior to set up
• Any specialty garnishes needed for the event • If support tables are required, they should be neatly
presented
• Bar must be kept neat and clean; no boxes visible to the guest
at any time • Any back up products and materials (ice bins, bottled
juices, etc.) are not to be in guest view
• Tip jars are not allowed. If a guest would like to leave a tip, you
must state that gratuity is already included with their drink • Bartender to have food safe surface sanitizer on the
station
• Greet guests in a courteous and friendly manner, using the
10-5 rule
• Inventory, lock up and store all beverage and other equipment

items
Meetings and Events

Before and During Shift
• Bar is clean and correctly equipped
• If bar needs repair, a Supervisor is informed and a work order is

Banquet Bartender placed
• Liquor bottles and pour spouts must be wiped down and

Responsibilities sanitized before service
• Ensure sufficient glassware and product are in place at all

times
• Ensure sufficient ice, fruit and garnish are in place at all times
• Ensure sufficient napkins and straws are in place at all times
• Drink specials are promoted in a professional manner
• Drinks are properly made, garnished, and presented using

standard ingredient recipes while practicing prudent portion
control
• Check guests for proper identification. Detect and act upon

guest inebriation, as trained. Demonstrate knowledge of liquor
laws Bar Training Links
• Input orders into a register at the point of sale for guest during Beverage Service
cash bar events
• Receive cash from guests, make any change needed, verify Checking ID
validity of charges, record charges, and ensure vouchers are
properly executed, in order to balance all currency Check Presentation
• Bartender must be present at bar at all times. Only a

Supervisor may release you from the floor
• Bartender should be knowledgeable about both beverage

and food items that are on the BEO
Meetings and Events
Closing Duties Best Practices

• The closing time will be listed on the BEO, but it is the responsibility of the • The bar should be cleaned and wiped with food
bartender to always check with the banquet Supervisor before closing a bar
Bartender Responsibilities • Under no circumstances is breakdown to occur until authorized by the
safe surface sanitizer at end of shift
• If bar contains ice bin, bin to be cleaned, wiped

Supervisor with sanitizer and dried
• Breakdown occurs in Heart of the House areas and not in front of guests • Bars to be stored covered and in a protected
location
• Bars are removed from the meeting room
• All glassware, trash cans and tray jacks are removed
• Bartenders complete an end of shift inventory of all alcohol products.

Supervisor will then verify count with bartender present
• Beer and wine must be returned into the corresponding brand cases
Cash Bars
• When boxing wine, make sure that all unopened bottles are together in the • Property to follow Hilton finance procedures
cases. Opened bottles go on designated wine shelves and guidelines
• All fruits and fresh juices will be returned to the commissary • All cash sales to be registered and all money to
be placed into the banquet cash register
• All fruit and juice containers are emptied, cleaned and neatly stored
• Ice bins and bucket must be emptied, wiped down and sanitized after each
event. Bars are completely wiped down and covered
• Trash cans will be emptied and cleaned at the loading dock
• Designated items will be restocked on bars for the following day (sodas, dry
goods)
• Bars are cleaned, correctly equipped/re-stocked and returned to the

designated area
• Floor and area around the beverage room is clean and free from debris
FOOD AND
BEVERAGE
SPECIFICATIONS
PRINT SECTION
Food and Beverage Specifications
Food and Beverage

Specifications Philosophy
This section outlines the expectations of product selection and
specifications, quality and minimum offerings for both Food and Beverages.
FOOD SPECIFICATIONS AND BEVERAGE SPECIFICATIONS

PORTION GUIDE AND SPECIALTY PROGRAMMING
SPECIAL DIETS AND

KIDS PROGRAMMING
ALLERGENS
Food
The all-inclusive model for food and beverage programming is primarily
dictated by cost. It is our responsibility to offer products and experiences
to our guests that are perceived as a clear value-add, while also remaining
conscious of cost implications to the property’s financial centers.
This section focuses on the minimum product offerings, along with premium
selections and venue-specific selections that are available at an upcharge to
guests.
SPECIAL DIETS AND

PRODUCT SPECIFICATIONS
ALLERGENS
PORTION GUIDE
Food Food Product Specifications Protein Portion Guidelines

Quality specifications are outlined for Dairy, Bakeries, Pastries, Costs are critical to the all inclusive model. As one of the most
Juice and Proteins, allowing for local product availability. expensive categories, proteins and center of the plate items
Properties are to purchase and maintain items identified in need to be carefully controlled. Food specifications outline the
accordance with these quality standards. quality while the portion guidelines outline the target weight
and size of these items.
Its is important to portion items correctly and have good

controls in place via the commissary operation. True to the all
FOOD SPECIFICATIONS inclusive model, if a guest would like an additional serving, we
would be happy to oblige. Exceptions are premium options
that guests are charged extra to consume. Portioning should
correlate to charge/cost incurred.
PROTEIN PORTION
GUIDELINES
Special Diets & Allergens Property to have food items integrated on all menus that meet common special
dietary restrictions and allergens:
1. Gluten-free
2. Vegetarian or vegan
3. Nut-free
4. Dairy-free
These menu items should vary by venue/concept. Guests should not see the same
exact items on all menus throughout the resort.
Printed menus must include disclaimer that encourages guest to identify special
needs with their server.
Menus and buffet labels must be clearly marked with allergen-free items.
Dietary restrictions and allergen notations should be obtained when guests are
booking a reservation. These should be documented in the reservations system at
the time of booking.
Minimum offerings for special diet and allergen menu selections are found in the
minimum menu guidelines for each venue.
Category Criteria Detail

Property to have established system in place for documenting and recording F&B special needs.
To include:
Guest Tracking
• Hotel Reservation System
• Restaurant Reservation System
Special Diets & Allergens Property to have standard options integrated into the menu for vegetarian and gluten free. In
addition, the property to have established default options available for:
• Dairy free To be covered in daily pre-shifts and Team
Menu Selections • Vegan/Vegetarian Member training
Guests identified as celiac to work directly with on property chef to outline a meal strategy for
the duration of their stay
The following individuals to be trained on

Properties to have the following resources available to address alternative meal requirements: procedures:
• Training Manual • Banquet Manager
• Plating guides identifying allergens • Event Managers
Training • Allergen chart posted in each venue or kitchen production area • Kitchen Leadership
Guest request allergen card is used between service and kitchen for communication Refer to • F&B Managers
Steps of service training Optional additional training:
www.servsafe.com/ServSafe-Allergens
• Menus and buffet labels to be clearly marked with allergen free items. Identifiers can be Operations required to have multi language
either icons or written menu options, allergen disclaimers and
Menus and Buffet Labels
• Printed menus to include disclaimer that encourages guest to identify special needs with identifiers to be available in multiple
their server languages
• Property to have a designated production area for gluten free

Bakery and Pastry • Buffet signage to be clearly labeled with alternative options
• Property to have plan in place to address non-dairy, vegan and sugar free guest requests
To avoid cross contamination, properties to have designated equipment available to address

allergen guest requests.
• Allergen SAF-T-Zone system and cutting board available in each kitchen
• Allergen SAF- T-Zone Mats
• Gloves
• Pots/pans Properties to have an allocated production
Equipment and Utensils • Knives zone for gluten free food production
• Cutting boards
• Cooking utensils: tong, spoon, ladle
In addition, property to have a plan to properly clean and prepare food for guests with identified
allergens. Cleaning and preparation protocols to be in place for large equipment such as
planchas and grills
Food and Beverage for Kids

All food and beverage will include healthful selections to ensure that our
smallest guests have nutritional offerings.
Properties will be expected to have a comprehensive program in place

to recognize children 10 years old and under, ensuring that they have a
At Hilton kids are our guests too! We want memorable experience.
their experience to be fun, memorable and Children are not to be left unattended in food and beverage areas. Children
interactive. We accomplish this by including should not be given any consumables without obtaining permission from a
parent or guardian in advance.
moments of participation, acknowledging
them as individuals and ensuring that they Full program details can be found within Operating Guidelines.
are learning about their location of travel.
A LA CARTE FOOD GUIDELINES BEVERAGE OFFERINGS
BUFFET RESTAURANT
FOOD GUIDELINES
Food and Beverage Specifications Category Occurance Criteria Detail
Property to have a dedicated program addressing

Program Year Round Global and regional influences
F&B menu offerings and venue steps of service
Kids Program Details

Targeted Age Group 10 years old and under
• Based on shared kitchen space, F&B menu consolidation can be

Each venue to have a dedicated menu offerings
achieved. Determination at property level
Menus and Collateral for kids which supports the theme of the venue’s
• Menus and collateral to be professionally designed and vary out by
cuisine
venue type
Unbreakable material plates, bowls and cups are strongly

Age appropriate plates, bowls, cups are utilized
Operating Equipment recommended for younger children. Properties are expected to have
when servicing children under 5
options available
• High-chairs and booster seats in good working condition

• Plates and drinkware made from a high quality, unbreakable
Property to have available necessary equipment to material
Service Restaurants
service children • Drinkware with lids and straws
• Interactive activities unique to property and service venue
• Example: Crayons and paper available
Example:
• Rainbow sprinkles on ice cream – Ice Cream Shop
Integration of “special touches” that are kid friendly
Wow Moments Venue • PB&J cut into fun shapes – Grab & Go
and attractive
• Interactive F&B example: Build your own quesadilla – Mexican
Restaurant
Venues to have age appropriate items available to

Special Occasions Example: child themed birthday cake
celebrate special occasions

Category Occurance Criteria Detail
• Limited presence of fried foods

Kids Food and Beverage General Criteria Healthful Options • Fresh vegetable based side options
A la Carte Venues
Consistent with
Appetizers 4 Appetizers/Salads Small salad or crudité as option
theme of venue
Balancing health and indulgence, the menus

should include limited offering of fried or
high fat items. Salads and vegetables should Entrees
Consistent with
5 Entrée Selections • Easy to eat
theme of venue
be default options. • Limited seasoning
Each venue to have a dedicated menu for

kids that supports the theme Consistent with
• Vegetable or starch/grain-based side option
Sides 2-4 Sides • Provide choice of sides with entrees
of the venue’s cuisine. theme of venue
• No default use on fried items
Consistent with
Dessert 2 Desserts Fresh fruit as option
theme of venue
Provide minimum of 1 option where kids can build their own or

Consistent with interact at the table with their food
Experience Interactive or build your own options
theme of venue Examples are: Build your own taco kit, Pu Pu platter, build your
own salad, sip and dip soup and sandwich
Category Occurance Criteria Detail
Kids Food and Beverage • Throughout the buffet areas, kids options to be available and called
Buffet Restaurants General Criteria Healthful Options

out
• Identification of key allergens mandatory to buffet labeling
• Limited target of fried foods towards kids

Consistent with Selections available at key buffet
Food • Low sugar/no sugar kid friendly options
Fun and healthy options to be available theme of buffet stations
• Options should be fun, kid friendly, easy to eat and handle
throughout the buffet stations.
• Whole milk and naturally flavored, low sugar options

Consistent with Selections available at key beverage • Juices, fresh or 100% pure juice options. Flavors to be kid friendly
Beverage
theme of buffet stations based on market
• Signs and labels to identify as “kid friendly”

Consistent with
Labels & Signs • Consider fun and colorful options to visually cue as being for kids
theme of buffet
• Use of pictures and icons are acceptable
Service team to assist young children and parents with:

• Buffet navigation
Service Helping hands
• Pointing out kids friendly options
• Handling of plates, glasses
Category Criteria Details
Kids Beverages • High sugar options limited to intended theme of venue. Example: ice cream soda (ice
cream shop) soda float (American diner) blended frappe (Grab & Go coffee bar)
All Venue Types

General Criteria 2-4 healthful selections per menu
• Portion sizes to be 8 oz
• High quality unbreakable tumblers available
• Low sugar options

• Whole milk as default
Dairy Milk or Yogurt Drinks
Balancing health and indulgence is our goal. • Chocolate milk
The menu should include beverages that are
low in sugar.
Juice Freshly squeezed or 100% Juice
• Agua frescas
Water Based Infused/flavored filtered water
• Low sugar
Limited use on menus, maximum to 2

Soda Consider house made options/flavors, low sugar
options
• Kid-friendly cocktails
Other Drinks • Lemonade/orangeade
• Flavored caffeine free iced teas
BEVERAGE SPECIFICATIONS
PRINT SUB-SECTION
This section focuses on the minimum product offerings, along with premium selections
and venue-specific selections that are available at an upcharge to guests.
Beverage
WELL LEVEL LIQUOR ENTRY LEVEL BEER
SPECIFICATIONS SPECIFICATIONS
The all-inclusive model for food and

beverage programming is primarily dictated UPSELL LEVEL BEER
CALL LEVEL LIQUOR SPECIFICATIONS
SPECIFICATIONS
by cost. It is our responsibility to offer
products and experiences to our guests that
are perceived as a clear value-add, while also CONCEPT SPECIFIC
PREMIUM LEVEL LIQUOR WINE, LIQUOR AND BEER
remaining conscious of cost implications to SPECIFICATIONS SPECIFICATIONS
the property’s financial centers.
ENTRY LEVEL WINE SPECIFICATIONS RESORT COCKTAIL SPECIFICATIONS
CONCEPT SPECIFIC COCKTAIL

UPSELL LEVEL WINE SPECIFICATIONS SPECIFICATIONS
NON ALCOHOLIC PRODUCT

SPECIFICATIONS AND DRINK RECIPES KIDS BEVERAGE PROGRAMMING
MEETINGS AND EVENTS BEVERAGE

LIQUOR CONTROLS
SPECIFICATIONS
BEVERAGE PRODUCT
SPECIFICATIONS - RESORT WIDE
Spirit Category Minimum Quantity Suggested Product*
Well-Level Vodka 1 Wyborowa
Liquor Specifications
Gin 1 Cold Steam London Dry
The following products are part of the Tequila 1 Jose Cuervo Especial Reposado
inclusive beverage package and are available
to guests at no charge. They are available in
Scotch 1 Golden Castle
any venue serving alcohol. These products
are the default brands used for all mixed
drinks unless a guest specifically requests Whiskey 1 Jim Beam White
another brand (and in turn would pay a
premium).
Castillo Blanco
Rum 3 Castillo Anejo
*Other than liqueurs (which are required for Leblon Cachaca
cocktails), the liquor brands indicated are

suggestions, and appropriate for Mexico. Cognac 1 Presidente Clasico
• Triple Sec
• Peach Schnapps
• Grand Marnier
Liqueurs • Campari
8
(for cocktails) • Sweet Vermouth
• Velvet Falernum
• Orange Curacao
• Tawny Port
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MAAGGEESS, , AANNDD CCO
ONNTTEENNTT AARREE ©
© AALLLL RRIIGGHHTTSS RREESSEERRVVEED.
D. 2020
2021 H I LT O N C O N F I D E N T I A L A N D P R O P R I E TA R Y
Spirit Category Product
Call-Level Vodka
Smirnoff
Skyy
Gin Beefeater
The following products will be available at Tequila

El Jimador Blanco
El Jimador Reposado
no additional charge, but only if a guest
specifically requests the brand. They must be
J&B
available in all venues except Grab & Go. Scotch
Ballantine’s
Captain Morgan Original Spiced

Rum BACARDI Blanco
Malibu Coconut
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D. 2020
Spirit Category Minium Quantity Required Product
Premium-Level
Belvedere
Grey Goose
Vodka 4
Tito’s Handmade
Liquor Specifications Ketel One
Bombay Sapphire
Tanqueray
Gin 4
Hendrick’s
The Botanist
Premium-level products are available for an
additional charge. They must be available Herradura Plata
Volcan de Mi Tierra
within all venues, except Grab & Go. Patron Silver
Tequila 6
Don Julio Reposado
Don Julio Anejo
Resorts should consider incorporating local Maestro Dobel Diamante
liquor brands/products where appropriate.
Mezcal* Creyente
*optional category based on 3 Ojo de Tigre Espadin/Tobala
resort location Barro de Cobre Espadin
Johnnie Walker Black Label

Chivas Regal 18
Scotch 5 Glenmorangie 10
The Macallan 12 Double Cask
Glenfiddich 15
Premium-Level
Spirit Category Minimum Quantity Required Product
Jack Daniel’s
Maker’s Mark
Woodford Reserve
Whiskey & Boubon 7 Bulleit
Premium-level products are available for an Gentleman Jack
Crown Royal
additional charge. They must be available Wild Turkey 101
within all venues, except Grab & Go. Resorts
should consider incorporating local liquor
Rye 1 Knob Creek
brands/products where appropriate.
BACARDI Anejo
Ron Zacapa 23
Rum 4
Ron Angostura 1919
Myers’s Dark
Courvoisier VS
Cognac 3 Hennessy VSOP
Remy Martin VSOP
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D. 2020
Entry-Level
Wine Specifications
Minimum
Required Varietal Suggested Product* Region
Quantity
The following wine varietals and quantities Chardonnay 1 Maison Nicolas France
are the minimum guidelines for entry-level
wines within all venues. These products are
part of the inclusive beverage package and Rose 1 D’Anjou Roches Linieres France
are provided to guests at no charge. They are

available by the glass and by the bottle. They
Sparkling 1 Sperone Imperial Brut Italy
must be available in any venue where alcohol
is available. Premium brands and varietals are
available for additional charge. Cabernet Sauvignon 1 Maison Nicolas France
*The brands listed are suggested based

on availability within Mexico. The varietals
specified are required.
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D. 2020
Upsell-Level Required Varietal

Minimum
Suggested Product* Region
Quantity
Wine Specifications
Robert Mondavi Private
Chardonnay 1 USA – California
Selection
White & Sparkling Sauvignon Blanc 1 Arrogant Frog France
The following wine varietals and quantities

Domaine Schlumberger Les
are the minimum guidelines for upsell Pinot Blanc 1 France
Princes Abbes
wines within all venues. These products are
available to guests for an additional charge. Rose 1 Famille Perrin France
They must be available within all venues
except Grab & Go. They are available by the
Chandon Brut Argentina
glass and by the bottle. Sparkling 2
Freixenet Cordon Negro Italy
*The brands listed are suggested based on Veuve Clicquot Brut France
Moet & Chandon Brut France
cost and availability within Mexico. The Champagne 4
Moet & Chandron Rose France
varietals specified are required. Mumm Cordon Rouge France
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D. 2020
Upsell-Level
Wine Specifications Required Varietal
Minimum
Quantity
Terrazas Reserva
Malbec 1 Argentina
Red
Cabernet Sauvignon 1 Casa Madero Mexico
The following wine varietals and quantities
are the minimum guidelines for upsell
wines within all venues. These products are Pinot Noir 1 Mondavi Private Selection USA – California
available to guests for an additional charge.
They must be available within all venues,
Syrah 1 Monte Xanic Calixa Mexico
except Grab & Go. They are available by the
glass and by the bottle.
Cava Quintanilla Laberinto
Red Blend 1 Mexico
Cabernet-Merlot-Tempranillo
*The brands listed are suggested based
on cost and availability within Mexico. The
varietals specified are required.
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D. 2020
Entry-Level
Beer Specifications
Minimum
Required Type Required Style
Quantity
The following beer styles and quantities are Import 3 Lager

the minimum guidelines for entry-level beer
within all venues. These products are part
of the inclusive beverage package and are Import 1 Light Lager
provided to guests at no charge. They must

be available in any venue where alcohol is
Domestic 1 Local Craft
available.
Cans are required for all outdoor venues. Import 1 Non-Alcoholic
Bottles are only permitted at indoor venues.

Draught beer is permitted, and encouraged,
as the most cost-effective format. Resort
should work with their local beer distributor
to obtain equipment.
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D. 2020
Upsell-Level
Beer Specifications
The following beer styles and quantities Minimum

Required Type Required Style
are the minimum guidelines for upsell Quantity
beer within all venues. These products are
available to guests for an additional charge. European Import 1 Pilsner
They must be available within all venues,

except Grab & Go.
Domestic 3 Premium local craft
Cans are required for all outdoor venues.

Bottles are only permitted at indoor venues.
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D. 2020
BEVERAGE PRODUCT SPECIFICATIONS

CONCEPT SPECIFIC
Concept-Specific
Minimum Required
Wine Guidelines Guidelines:
Glass or Bottle
Quantity Varietal
Open Grill / Steakhouse F 7 wines available by the glass and Glass & Bottle 1 Chardonnay Santa Carolina Reserve Chile
bottle. 2 white, 5 red
F 20 wines available by the bottle Sauvignon

Glass & Bottle 1 Arrogant Frog France
The following wine varietals and quantities only. 4 white, 1 rose, Blanc
2 Champagne, 13 red
are the minimum guidelines for premium
wines within an Open Grill/Steakhouse *Brands were selected based on availability Cabernet Undurraga Aliwen Chile
within Mexico. Glass & Bottle 2
concept. These products are available to Sauvignon L.A. Cetto Mexico
guests for an additional charge. They are

available by the glass or by the bottle and are
indicated as such.
Casa Madero 3V Cabernet

Glass & Bottle 1 Red Blend Mexico
Sauvignon-Merlot
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D. 2020
Concept-Specific
Minimum Required
Glass or Bottle
Quantity Varietal
Open Grill / Steakhouse F 7 wines available by the glass and Bottle Only 1 Chardonnay Louis Jadot France
F 20 wines available by the bottle Bottle Only 1 Pinot Grigio Santa Margherita Italy
The following wine varietals and quantities only. 4 white, 1 rose,
2 Champagne, 13 red
Bottle Only 1 Piquepoul Abadal Picapoll Spain
wines within an Open Grill/Steakhouse *Brands were selected based on availability
within Mexico.
concept. These products are available to
guests for an additional charge. They are Sauvignon
Bottle Only 1 Monte Xanic Mexico
available by the bottle and are indicated as Blanc
such.
Bottle Only 1 Rose By.Ott Les Domaniers France
R de Ruinart France
Bottle Only 2 Champagne
Dom Perignon Blanc France
Bottle Only 1 Bordeaux Chateau Lafitte France
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D. 2020
Minimum Required
Glass or Bottle Suggested Product* Region
Quantity Varietal
Concept-Specific Bottle Only 2

Cabernet Monte Xanic Mexico
Sauvignon Caymus Napa Valley USA – California
Open Grill / Steakhouse F 7 wines available by the glass and Bottle Only 1 Carmenere Montes Alpha Chile
F 20 wines available by the bottle Outer Limits – Carignan

Bottle Only 1 CGM Chile
Grenache Mourvedre
The following wine varietals and quantities only. 4 white, 1 rose, 2 Champagne,
13 red
Cotes du
wines within an Open Grill/Steakhouse Bottle Only 1
Rhone
Coudoulet de Beaucastel France

guests for an additional charge. They are
available by the bottle and are indicated as Bottle Only 1 Malbec Luigi Bosca Argentina
such.
Bottle Only 1 Merlot Duckhorn California
Bottle Only 1 Pinot Noir Etude “Lyric” California
Monte Xanic, Cabernet

Bottle Only 1 Red Blend Mexico
Sauvignon-Merlot
Bottle Only 1 Tempranillo Bodegas de Santo Tomas Mexico
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D. 2020
Concept-Specific
Liquor Guidelines
Open Grill / Steakhouse Spirit Category Minimum Quantity Suggested Product
Ojo de Tigre Joven

Mezcal* 2
The following liquor products and quantities
liquor within an Open Grill/Steakhouse Scotch 1 The Macallan 15 Year

guests for an additional charge. Woodford Reserve
Bourbon/Whiskey 3 Basil Hayden’s
Bulleit 10 Year
Japanese Whisky 1 Suntory Whisky Toki
* Required in Mexico; optional category in other countries
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D. 2020
Concept-Specific
Beer Guidelines
Open Grill / Steakhouse
Minimum Suggested
Spirit Category Required Style
Quantity Product
The following beer styles and quantities are Import 1 Ale

Chimay Gold or
Premiere
the minimum guidelines for premium beer
within an Open Grill/Steakhouse concept.
These products are available to guests for an Import 1 Pilsner Pilsner Urquell
additional charge. Consider choosing beers
that have a robust flavor profile and can
stand up to the flavors of grilled meat and Import 1 IPA
seafood.
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D. 2020
Concept-Specific
Italian F 5 wines available by the glass and Glass or Bottle

Minimum
Quantity
Required
Varietal
bottle. 2 white, 1 Prosecco, 2 red
F 10 wines available by the bottle only. Glass & Bottle 1 Pinot Grigio Ruffino Italy
The following wine varietals and quantities are 1 white, 1 Lambrusco, 1 Prosecco,
7 red
the minimum guidelines for premium wines
Glass & Bottle 1 Moscato Sperone Italy
within an Italian concept. These products
are available to guests for an additional
charge. They are available by the glass or by Glass & Bottle 1 Prosecco Cavicchioli Italy
the bottle and are indicated as such.
Vignamaggio Chianti Classico
Glass & Bottle 1 Chianti Italy
*Brands were selected based on availability Terre di Prenzano
within Mexico.
Glass & Bottle 1 Nebbiolo Reserva Privada L.A. Cetto Italy
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D. 2020
Food and Beverage Specifications Minimum Required

Quantity Varietal
Concept-Specific
Bottle Only 1 Lambrusco Umberto Cesari Italy
Italian F 5 wines available by the glass and Bottle Only 1 Prosecco Torresella Spumante Italy
bottle. 2 white, 1 Prosecco, 2 red
F 10 wines available by the bottle only.

The following wine varietals and quantities 1 white, 1 Lambrusco, 1 Prosecco,
7 red
wines within an Italian concept. These Bottle Only 1
Cabernet
Monte Xanic Mexico
Sauvignon
products are available to guests for an
additional charge. They are available by the
bottle and are indicated as such. Bottle Only 1 Carmenere Montes Alpha Chile
*Brands were selected based on availability

within Mexico. Bottle Only 1 Chianti Ruffino Reserva Ducale Italy
Nebiollo-
Bottle Only 1 El Ceilo Perseus Italy
Sangiovese
Monte Xanic, Cabernet

Sauvignon-Merlot
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D. 2020
Concept-Specific
Liquor Guidelines
Spirit Category Minimum Quantity Suggested Product
Italian
Amaro Averna
Amaro Montenegro
Amaro 5 Fernet Branca
Campari
The following liquor products and quantities Aperol
liquor within an Italian concept. These Gin 2
Gin Mare
Monkey 47
additional charge.
Limoncello
Liqueurs 2
Grappa
Martell XO
Cognac 2
Hennessy XO
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D. 2020
Concept-Specific
Beer Guidelines
Italian
The following beer styles and quantities are Minimum

Type Style Suggested Product
the minimum guidelines for premium beer Quantity
within an Italian concept. These products are
available to guests for an additional charge. Import 2 Pale Lager
Peroni
Birra Moretti L’Autentica
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D. 2020
Minimum Required
Concept-Specific Quantity Varietal

Glass & Bottle 1 Chardonnay Corona del Valle Mexico
Mexican F 3 wines available by the glass and

Sauvignon
bottle. 2 white, 1 rose Glass & Bottle 1 Las Moras Argentina
Blanc
F 5 wines available by the bottle only

The following wine varietals and quantities 1 white, 4 red Cava Quintanilla Nicole
Glass & Bottle 1 Rose Mexico
Rosado de Nebbiolo
wines within a Mexican concept. These
products are available to guests for an Cabernet
Sauvignon
additional charge. They are available by the
glass or by the bottle and are indicated as
such. Bottle Only 1 Carmemere Montes Alpha Chile
*Brands were selected based on cost and

Bottle Only 1 Chardonnay Quinta Monasterio, Natal Mexico
availability within Mexico.
Casa Madero 3V Cabernet

Sauvignon-Merlot
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D. 2020
Concept-Specific
Liquor Guidelines
Mexican
1800 Cristalino
7 Leguas Blanco
7 Leguas Reposado
The following liquor products and quantities Casa Dragones Blanco
are the minimum guidelines for premium Casa Dragones Joven
Casamigos Anejo
liquor within a Mexican concept. These Casamigos Blanco
products are available to guests for an Tequila 16
Casamigos Reposado
Clase Azul Anejo
additional charge. Clase Azul Plata
Clase Azul Reposado
Don Julio 1942
Don Julio Blanco
Herradura Reposado
Milagro Silver
Sauza Hornitos Reposado
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D. 2020
Concept-Specific
Liquor Guidelines
Mexican
Creyente
Los Danzantes Joven Espadin
Los Danzantes Resposado
Montelobos Ensamble
The following liquor products and quantities Mezcal 8
Montelobos Espadin
are the minimum guidelines for premium Ojo de Tigre Joven
liquor within a Mexican concept. These Union el Viejo
additional charge. Hacienda de Chihuahua Plata
Sotol 3 Ono
Flor del Desierto Veneno
Crisanta Blanco
Raicilla 3 Las Perlas de Jalisco Costa
Hacienda El Divisadero
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D. 2020
Concept-Specific
Beer Guidelines
Mexican Minimum
Required Type Style Suggested Product
Quantity
The following beer styles and quantities are Import

Modelo, Tecate, Dos
the minimum guidelines for premium beer *domestic if resort is 2 Mexican Lager
Equis, Corona Extra
located in Mexico
within a Mexican concept. These products
are available to guests for an additional
charge.
Import
*domestic if resort is 2 Mexican Craft Bohemia, Minerva
located in Mexico
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D. 2020
Concept-Specific Minimum Required

Quantity Varietal
Asian F 5 wines available by the glass and

Glass & Bottle 1 Pinot Grigio Ruffino Italy
bottle. 1 white, 1 rose, 1 Prosecco,

2 red Cava Quintanilla Nicole Rosado
Glass & Bottle 1 Rose Mexico
de Nebbiolo
The following wine varietals and quantities F 5 wines available by the bottle only.
1 white, 4 red
are the minimum guidelines for premium Glass & Bottle 1 Prosecco Cavicchioli Italy
wines within an Asian concept. These F 3 sakes available by the glass and
products are available to guests for an bottle
additional charge. They are available by the Glass & Bottle 1 Pinot Noir Montes Limited Selection Chile

such.

within Mexico. Glass & Bottle 2 Sake
Ozeki USA – California
Aizu Chuzou, Tokubetsu Junmai Japan
Glass & Bottle 1 Sweet Sake Kaku-Rei, ‘Plum-Junmai Ginjo’ Japan
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D. 2020
Concept-Specific
Minimum Required
Asian F 5 wines available by the glass and
Glass or Bottle
Quantity Varietal
bottle. 1 white, 1 rose, 1 Prosecco,
2 red Bottle Only 1 Chardonnay Louis Jadot France
The following wine varietals and quantities F 5 wines available by the bottle only.
1 white, 4 red
are the minimum guidelines for premium Cabernet
wines within an Asian concept. These F 3 sakes available by the glass and Sauvignon
products are available to guests for an bottle
additional charge. They are available by the Bottle Only 1 Pinot Noir Mondavi Private Selection USA – California
such.

within Mexico. Casa Madero 3V Cabernet
Sauvignon-Merlot
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D. 2020
Concept-Specific
Liquor Guidelines
Asian
The following liquor products and quantities Flor de Cana 7

Appleton Estate 12
are the minimum guidelines for premium Rum 5 Matusalem 18
Havana Club 7
liquor within an Asian concept. These BACARDI Anejo
additional charge. Suntory Toki
Nobushi
Japanese Whisky 5 Hibiki Harmony
Yamazaki 12
Hakushu 18
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D. 2020
Concept-Specific
Beer Guidelines
Asian
Minimum
Type Style Suggested Product
Quantity
The following beer styles and quantities are
the minimum guidelines for premium beer
Import 1 Lager Sapporo
within an Asian concept. These products are
available to guests for an additional charge.
Import 1 Pale Lager Tsing Tao
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D. 2020
COCKTAIL SPECIFICATIONS
RESORT WIDE
PRINT SUB-SECTION
Cocktail Minimum
Requirements Cross-utilized throughout resort 1. Caipirinha / Cachaca, lime, agave
Ð Well-level liquor must be used for
all standard mixed drinks, unless
a premium brand is specifically 2. Cucumber Margarita / Tequila, cucumber, lime juice, agave, triple sec
requested by the guest. E.g. vodka
soda, rum and coke, pina colada, gin
and tonic, etc. must use well-level 3. Paloma / Tequila, grapefruit juice, lime juice, Jarritos grapefruit
liquor
Ð If a guest asks for a premium

liquor brand, they must be charged 4. Conquistador / Pineapple-infused rum, cane juice, orange juice, lime juice
additionally for that drink
Ð The following specialty cocktails 5. Raspberry Collins / Gin, fresh raspberries, lime juice, simple syrup, club soda
must be available within all venues
throughout the resort
Ð These cocktails are included, unless 6. Cucumber Lemonade / Vodka, cucumber slices, lemon juice, lime juice, agave,
a guest requests a premium liquor mint, club soda
brand
Specialty Cocktail Recipes Cocktail Ingredients Measure Method Glassware Garnish
Wooden cup* or
Muddle lime wedges and agave in serving
• Leblon Cachaca • 2oz. / 60ml rocks
vessel. Fill with ice (preferably crushed) and Dehydrated
Caipirinha • Lime wedges • 6 each
add Cachaca. Stir and top with additional ice lime wheel
• Agave • 1oz. / 30ml *if specialty
if needed
OS&E approved
Unless otherwise indicated, cocktail recipes
use the well-level inclusive liquor brands
previously specified. If a guest requests a • Tequila • 2oz. / 60ml
Add cucumber slices and lime juice to
• Lime juice • 1oz. / 30ml Cucumber
premium liquor brand, they will be charged a cocktail shaker. Gently muddle. Add
Cucumber Margarita • Agave • .25oz. / 7.5ml Rocks slice and lime
remaining ingredients. Fill with ice and shake
• Triple Sec • .5oz. / 15ml wheel
additionally. 20x. Strain over fresh ice into rocks glass
• Cucumber • 3 slices
• Tequila • 2oz. / 60ml Add tequila, grapefruit juice and lime juice to
• Lime juice • .25oz. / 7.5ml cocktail shaker. Fill with ice and shake 20x.
Paloma Rocks Lime wheel
• Grapefruit juice • .25oz. / 7.5ml Strain over fresh ice into rocks glass. Top
• Jarritos grapefruit soda • 5oz./ 150ml with Jarritos grapefruit soda
Specialty Cocktail Recipes

Cocktail Ingredients Measure Method Glassware Garnish
Add ingredients to mixing glass. Fill with ice

and stir 20x. Strain over large ice into rocks
• Pineapple-infused rum • 2oz. / 60ml glass.
• Cane juice • 1oz. / 30ml
Conquistador Rocks Pineapple leaf
Unless otherwise indicated, cocktail recipes • Orange juice • .25oz. / 7.5ml Infused rum: infuse 2L rum with grilled
• Lime juice • .25oz / 7.5ml pineapple chunks (from one whole
use the well-level inclusive liquor brands pineapple). Strain and pour into clear bottle
and date
previously specified. If a guest requests a
premium liquor brand, they will be charged • Gin • 2oz. / 60ml
Add all ingredients, except club soda, to a
additionally. • Lime juice • 1oz. / 30ml
cocktail shaker. Fill with ice and shake 20x.
Lemon slice
Raspberry Collins • Simple syrup • 1oz. / 30ml Rocks and fresh
Strain over fresh ice into rocks glass. Top
• Raspberries • 4 each raspberries
with club soda
• Club soda • To top
• Vodka • 1.25oz. / 37.5ml

• Lemon juice • .5oz. / 15ml
Add all ingredients, except club soda, to a
• Lime juice • .5oz./ 15ml Mint leaves
Cucumber cocktail shaker. Fill with ice and shake 20x.
• Agave nectar • .75oz. / 22.5ml Highball and cucumber
Lemonade Pour contents into highball glass. Top with
• Cucumber slices • 2 each slice
club soda
• Mint leaves • 4 each
• Club soda • To top
UNIQUE COCKTAIL SPECIFICATIONS

CONCEPT SPECIFIC
Lobby Bar and Frozen Watermelon

• Tequila
• Triple sec
• Watermelon mix
• 1.5oz. / 45ml
• .5oz. / 15ml
• 1.5oz. / 45ml
Add all ingredients to blender. Blend until
Coupe Lime wheel
Buffet Restaurant
Margarita smooth. Pour into glass
• Lime juice • 2oz. / 60ml
• Ice
• Rum • .75oz. / 22.5ml

• Peach Schnapps • .75oz. / 22.5ml
Add all ingredients to blender. Blend until
Unless otherwise indicated, cocktail recipes Frozen Fuzzy Colada • Pina Colada mix • 2oz. / 60ml Hurricane Mint sprig
smooth. Pour into glass
• Orange juice • 3oz. / 90ml
use the well-level inclusive liquor brands • Ice
premium liquor brand, they will be charged • Prickly pear syrup • .25 Liters Place mint in mesh bag or cheesecloth.
• Rum • 2 Liters Combine all ingredients in large container.
additionally. Prickly Pear Mojito • Lime juice • 1 Liter Hold in refrigerated tap dispenser or walk-in
*batch recipe yields 33 • Mint leaves • Half of a bag Rocks Mint sprig
(4 oz.) drinks
• Cane syrup • .75 Liter To Serve: Fill rocks glass with ice and pour
• Soda water • 6oz. / 180ml 3oz. / 90ml of batched cocktail. Top with
soda water
• Mexican lager • 3 bottles

• Clamato • 32oz. / 960ml
Glass rimmed
Michelada • Lime juice • .5 cup
Pint with chile salt.
*makes 8 servings • Worcestershire • 1.5 teaspoons
Lime wedge
• Tabasco • 1 teaspoon
• Maggi • 1 teaspoon

Open Grill / Steakhouse Mezcal Old Fashioned

• Mezcal
• Agave nectar
• 2oz. / 60ml
• 1 teaspoon
Combine ingredients in mixing glass. Fill
with ice and stir 20x. Strain over large ice Rocks
Flamed
orange peel
• Angostura bitters • 1 dash cube into rocks glass
• Rye • 2.5oz. / 75ml

Orange twist
• Tawny Port • .5oz. / 15ml Combine ingredients in mixing glass. Add Crystal
and 2 Luxardo
Jaguar • Agave syrup • .5oz. / 15ml ice and stir 20x. Strain over large ice cube cut rocks
Unless otherwise indicated, cocktail recipes • Chocolate bitters • 2 dashes into specialty rocks glass (specialty)
cherries on
pick
use the well-level inclusive liquor brands • Angostura bitters • 2 dashes

Combine all ingredients, except soda water,
premium liquor brand, they will be charged • Malbec • 750ml
in a large vessel. Stir with ice until well
Red Sangria • Rum • 9.5oz / 285ml Seasonal fruit
additionally. *batch recipe yields 16 • Campari • 6oz. / 180ml
combined
Wine and orange
(4 oz.) servings • Simple syrup • 6oz. / 180ml wheels
For service: Pour 4oz. / 120ml over fresh ice
• Lemon juice • 3oz. / 90ml
into wine glass. Top with soda water
• Soda water • To top
• Chardonnay • 750ml Combine all ingredients, except soda water,

in a large vessel. Stir with ice until well
White Sangria • Grand Marnier • 6.5oz. / 195ml Seasonal
combined
*batch recipe yields 16 • Peach Schnapps • 6.5oz. / 195ml Wine berries and
(4 oz.) servings • White cranberry juice • 12.5oz. / 375ml orange wheels
For service: Pour 4oz. / 120ml over fresh ice
• Orange juice • 12.5oz. / 375ml
into wine glass. Top with soda water

Mexican Restaurant Add all ingredients to cocktail shaker. Fill
with ice and shake 20x. Strain over fresh ice
into rocks glass
• Blanco tequila • 2oz. / 60ml
• Jalapeno simple syrup • .5oz. / 15ml Jalapeno Syrup: remove stems from 5
Jalapeno Margarita Rocks Lime wheel
• Triple sec • .5oz. / 15ml jalapeno peppers and slice into coins.
Unless otherwise indicated, cocktail recipes • Lime juice • 1oz. / 30ml Combine with 1 cup white sugar and 1
cup water and bring to a boil to let sugar
use the well-level inclusive liquor brands dissolve. Simmer for 10-15 minutes on low
previously specified. If a guest requests a heat. Strain and keep syrup in small bottle
premium liquor brand, they will be charged

• Reposado tequila • 1.5oz. / 45ml
additionally. El Burro • Lime juice • .5oz. / 15ml
Add lime juice and tequila to glass. Fill with Mule mug or
Lime wheel
ice and top with ginger beer rocks
• Ginger beer • To top
• Reposado tequila • 1.5oz. / 45ml

Add all ingredients to a mixing glass. Fill
• Mezcal • .5oz. / 15ml
Agave Old Fashioned with ice and stir 20x. Strain over fresh ice Rocks Orange peel
• Agave syrup • 1 teaspoon
into rocks glass
• Orange bitters • 1 dash
• Aperol • 2oz. / 60ml

Italian Restaurant Aperol Spritz • Prosecco
• Soda water
• 3oz. / 90ml
• 1oz. / 30ml
Build in an ice-filled wine glass. Gently stir Large wine Orange slice
• Campari • 1oz. / 30ml

Negroni Sbagliato • Sweet Vermouth • 1oz. / 30ml Build in an ice-filled rocks glass Rocks Orange slice
Unless otherwise indicated, cocktail recipes • Prosecco • To top

previously specified. If a guest requests a Infused gin: combine 1L gin, 4 Tablespoons
dried hibiscus and 5 sprigs fresh oregano in
premium liquor brand, they will be charged large container. Infuse 48 hours. Strain and
• Infused gin • 2.5oz. / 75ml
additionally. pour into clear bottle; label
• Tonic bitters • 5 dashes
Welcome to the Jungle Large wine Edible flowers
• Cane syrup • 1oz. / 30ml
For serving: Add gin, tonic bitters, cane
• Soda water • 5oz. / 15ml
syrup to mixing glass. Add ice and stir 20x.
Strain over large ice into wine glass. Top with
soda water
• Prosecco • 4oz. / 120ml Gently muddle lemon wheel, orange wheel

• Simple syrup • .75oz. / 22.5ml and simple syrup in highball glass. Fill glass Seasonal
Prosecco Cobbler Highball
• Lemon wheel • 1 each with ice (preferably crushed) and top with berries
• Orange wheel • Half Prosecco

Asian Restaurant
• Rum • 1.5oz. / 45ml
Add all ingredients, except dark rum, into
• Pina colada mix • 1oz. / 30ml Orange half
cocktail shaker. Fill with ice and shake 20x. Large goblet
Painkiller • Dark rum • .5oz. / 15ml moon and
Strain over fresh ice into large goblet or or tumbler
• Pineapple juice • 2oz. / 60ml pineapple leaf
tumbler. Float dark rum on top
• Orange juice • 2oz. / 60ml
Unless otherwise indicated, cocktail recipes

• Vodka • 1.5oz. / 45ml
previously specified. If a guest requests a • Passion fruit puree • .25oz. / 7.5ml
Combine all ingredients, except sparkling
wine, in a cocktail shaker. Fill with ice and
premium liquor brand, they will be charged Bikini Beach • Coconut water • .5oz / 15ml Coupe Edible flower
shake 20x. Double strain into coupe. Top
• Velvet Falernum • .75oz. / 22.5ml
with sparkling wine
additionally. • Sparkling wine • 4oz. / 120ml
• Dark rum • 1oz. / 30ml

Add all ingredients, except dark rum, into a
• White rum • 1oz. / 30ml
cocktail shaker. Fill with ice and shake 20x. Mint sprig,
Mai Tai • Orange curacao • .5oz. / 15ml Rocks
Strain over fresh ice into docks glass. Float orange wedge
• Orgeat syrup • .5oz. / 15ml
dark rum on top
• Lime juice • 1oz. / 30ml
NON-ALCOHOLIC SPECIFICATIONS
PRODUCTS AND DRINK RECIPES
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Category Minimum Quantity Product Notes
• Coca Cola
Product Specifications Soda – Standard

6 Selections
• Must include 1
• Coca Cola Light
• Ginger Ale
• Tonic water
Must comply with resort contract – either Coca Cola or Pepsi
light/diet option • Sprite These products must be available as bar mixers throughout all venues
• Ginger beer
• Club soda
• Topo Chico
These selections were based on the Mexican market. Resort to make
Soda – Regional 2 Selections • Jarritos Tamarind
appropriate local selections. Products must be available throughout all venues
• Jarritos Grapefruit
• Grapefruit
• Orange
• Apple
Juice – Standard 6 Selections These products must be available as bar mixers throughout all venues
• Cranberry
• Pineapple
• Tomato
• Jumex Mango These selections were based on the Mexican market. Resort to make
Juice - Regional 2 Selections
• Agua Frescas Coba appropriate local selections. Products must be available throughout all venues
• Lemonade
Other 2 Selections These products must be available as bar mixers throughout all venues
• Iced tea
• Whole
• Skim/fat free
Milk 4 Selections • Lactose free cow milk Products must be available throughout all venues
• Almond milk,
unsweetened
Drink Ingredients Measure Method Glassware Garnish
Non-Alcoholic Drink • Hot water • 1 cup Dissolve matcha in hot water. Let cool. Combine
Recipes Iced Matcha

Lemonade
• Matcha powder
• Cold water
• Lemon juice
• 1.5 tablespoons
• 3.5 cups
• 2 cups
cold water, lemon juice, sugar and matcha
mixture in large container. Mix well
Highball Lemon wheel
• Granulated sugar • 2 cups For service: add 4 oz. mixture to an ice-filled
• Soda water • To top highball glass. Top with soda water
The following non-alcoholic drinks should be Build in an ice-filled highball glass. Gently stir
and garnish
available at all venues. They are part of the • Ginger simple syrup • .5 oz. / 15ml
Fresh berries and
inclusive beverage package and are available Ginger Tonic Elixir • Grapefruit juice • 2 oz. / 60ml Ginger simple syrup: boil 2 cups water with 2 cups Highball
3 cucumber slices
• Tonic water • To top white sugar until dissolved. Add 2 cups peeled
to guests at no charge. and sliced ginger. Bring to a light boil. Cover,
reduce and simmer 15 minutes
• Seasonal berries • ¼ cup

• Mint • 6 each Muddle berries, mint, lime juice and simple syrup
Additional berries
Seasonal Mule • Lime juice • .5 oz. / 15ml in a mixing glass. Transfer to a mule mug or rocks Rocks
and mint sprig
• Simple syrup • .25 oz. / 7.5ml glass. Fill with ice and top with ginger beer
• Ginger beer • To top
Agua Fresca Hotel selection
• Chilled black tea • 5 oz. / 150ml

Add tea, maple syrup and lemon juice to cocktail
• Maple syrup • .5 oz. / 15ml
Old Fashioned Tea shaker. Fill with ice and shake 20x. Strain over Highball Lemon wheel
• Lemon juice • .5 oz. / 15ml
fresh ice into highball glass. Top with ginger beer
• Ginger beer • 2 oz. / 60ml
BEVERAGE SPECIFICATIONS
KIDS PROGRAMMING
Category Criteria Details
Beverage Guidelines • High sugar options are limited to the theme of the concept.
For example: ice cream soda at ice cream shop, blended
General Criteria 2-4 healthful selections per menu frappe at Grab & Go/coffee bar.
for Kids • Portion size limited to 8 oz. / 240ml
• High quality, unbreakable tumblers are available
• Low-sugar options
• Whole milk is default option
Dairy Milk or yogurt drinks
• Chocolate milk
Juice Freshly squeezed or 100% juice
• Agua fresca
Water based Infused/flavored filtered water
• Low-sugar
Soda Limited use on menu. Maximum 2 options. Consider house-made options/flavors, low-sugar
• Kid-friendly “cocktails”
Other Drinks • Fresh lemonade
• Flavored iced teas (caffeine-free)
BEVERAGE PRODUCT SPECIFICATIONS

MEETINGS & EVENTS
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Meetings & Events Level Brand Target Bottle Price Target Oz. Price
Beverage Packages Entry Level/Inclusive Wyborowa Vodka • $6.38/1L $0.19
*Brands are specific to selections appropriate Entry Level/Inclusive Cold Stream London Dry Gin • $6.02/700ML $0.23
for Mexico. For resorts outside of Mexico,
choose products that fit within indicated
bottle price and oz. price. Entry Level/Inclusive Jose Cuervo Especial Reposado Tequila • $9.50/1200ML $0.24
**All pricing has been converted to USD from

MXN.
Entry Level/Inclusive Golden Castle Scotch • $7.89/1L $0.23
Entry Level/Inclusive Jim Beam White Bourbon • $11.31/750ML $0.45
Entry Level/Inclusive Castillo Blanco Rum • $3.77/1L $0.11
Entry Level/Inclusive Presidente Clasico Cognac • $6.01/940ML $0.19
Beverage Packages
Skyy or Smirnoff Vodka (based on local
Call Level/Middle Package • $8.41/750ML $0.33
pricing)
All Call-Level liquor indicated in the following

Call Level/Middle Package Beefeater Gin • $15.23/750ML $0.60
table is at an additional package price for any
event.
Call Level/Middle Package El Jimador Blanco Tequila • $10.01/700ML $0.42
Call Level/Middle Package Ballantine’s Scotch • $8.59/750ML $0.34
Call Level/Middle Package Jack Daniel’s Whiskey • $23.46/1L $0.69
Call Level/Middle Package Captain Morgan Original Spiced Rum • $6.06/750ML $0.24
Call Level/Middle Package Courvoisier VS Cognac • $28.70/700ML $1.22
Beverage Packages
Tito’s Handmade or Grey Goose Vodka
Premium/High Package • $29-34/1L $0.87-1.01
(based on local demand)
All Premium-Level liquor indicated in the Bombay Sapphire or Hendrick’s Gin (based
Premium/High Package • $24-33/750ML $0.95-1.32
following table is at an additional package on local demand and pricing)
price for any event.
Premium/High Package Don Julio BlancoTequila • $30/750ML $1.20
Premium/High Package The Macallan 12 Double Cask Scotch • $58.75/700ML $2.49
Premium/High Package Bulleit Bourbon • $21.92/750ML $0.87
Premium/High Package Ron Zacapa 23 • $41.78/750ML $1.65
$1.94
Premium/High Package Remy Martin VSOP Cognac • $45.67/700ML
Meetings & Events

SPECIAL EXPERIENCES
To help maximize alcoholic beverage sales, the following ideas are provided to supplement the resort’s
Meetings & Events offerings. These breaks are available for a charge. These are suggestions and should
be adapted to the local market as necessary.
Alcohol Components Food Items Non-Alcohoiic Components Equipment / Glassware
Specialty Beverage Break White Rum Fresh mint Club Soda Ice
Mojito Muddling Aged Rum Whole limes High ball glasses
Spiced Rum Strawberries Straws
Blueberries Muddlers
Raspberries Beverage napkins
Local seasonal fruit/berries
Granulated white sugar
Specialty Beverage Break

Pick Your Kick Blanco Tequila Salt Jalapeno infused simple syrup Ice
Margarita Bar
Specialty salt
Reposado Tequila Chipotle infused simple syrup Rocks glasses
(smoked, spiced, citrus, etc.)
Anejo Tequila Lime wedges Habanero infused simple syrup Straws
Mezcal Agave syrup Cocktail shaker
Cointreau, Grand Marnier

Lime juice Beverage napkins
or Triple Sec

Blanco Tequila Salt Agave syrup Ice
Specialty Beverage Break Reposado Tequila Lime wedges Lime juice Rocks glasses
Agave Your Way Anejo Tequila Orange peels Grapefruit juice Straws
Mezcal Espadin Grapefruit wedges Club soda Cocktail shaker
Mezcal Tobala Bloody Maria garnishes Ginger beer Beverage napkins
Mezcal Pechuga Sugar cubes Bloody Maria mix Mixing glass
Sotol Long bar spoon
Raicilla Flight glassware
Campari
Sweet Vermouth
Bitters
FOOD AND BEVERAGE

LIQUOR CONTROLS
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When a guest orders an alcoholic beverage, it is necessary to check each

guest’s ID to ensure each person meets the minimum age required to
Checking ID consume alcohol in that region.
• Team Members serving alcohol must be certified for alcohol service and
have completed applicable local training.
• It is necessary to comply with local laws. The following guideline is the
minimum expectation.
Proper Identification
As a vendor of alcoholic beverages, you have the responsibility to ask for
identification from guests who appear to be younger than 30 years of age. If
Team Member is uncomfortable asking a guest for identification, they should
ask a manager to assist.
Acceptable Forms of Identification

Ð Valid Driver’s License
Ð Valid Passport
Ð Valid non-driver ID card
Ð Valid Military ID
All identification listed above must be current and have a photo. If the ID is
expired or does not have a photo, it cannot be accepted.
Standard Alcohol Pour The following measurements represent Standard Pours at all Lobby,
Measurements Restaurant, Pool, and Specialty Bars. Bartenders must use jiggers as a pour
control method. Pricing should be adjusted accordingly.
Ð Hi-ball – 45ml / 1.5 oz.
Ð Rocks – 75ml / 2.5 oz.
Ð Neat – 75ml / 2.5 oz.
Ð Chilled Up (no mixer) – 90ml / 3 oz.
Ð Specialty Cocktail – per recipe
Ð Ultra Premium Spirits – 37.5ml / 1.25 oz.
Ð Wine – still and sparkling
• Glass: 180ml / 6 oz.
Ð Draught beer
• 473ml / 16 oz
CULINARY
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Culinary Operations
Philosophy
As culinarians, it is our mission to “be recognized as the undisputed leader” in
our market segment. Our food culture is driven by culinary traditions with strong
regional and seasonal influences.
As professionals, we respect the integrity of the products, we maintain our facility

at the highest levels of sanitation, and demonstrate our commitment to excellence
in everything we do.
Each and every item consumed is a reflection on the culinary team, regardless of
where it is prepared. As such, it is our commitment to ensure that we achieve the
highest levels of quality and consistency possible.
CULINARY HANDBOOK MADE IN KITCHENS PROGRAM LINE CHECK PROGRAM
MENU PLANNING TEMPLATES TRAINING AND ADMINISTRATION THE HUB F&B
Culinary Operations
Culinary Handbook
The Culinary Handbook is a customizable template that Chefs can use to

document important property level information, while ensuring that the culinary
team is familiar with Hilton’s programs and philosophies.
For any new or existing operation, providing
Team Members with a resource guide is The handbook provides direction on kitchen operations, Hilton’s sanitation
important for training accuracy and setting programs, and training resources and checklists.
expectations.
CULINARY HANDBOOK
Culinary Operations
MadeinKitchens MinK is a culinary-F&B branding movement, inspired by those moments spent in the
kitchens of our childhood to today, as the essence and perspective on life that made us
who we became as professionals.
The stories developed are intended to be used as guiding principles for your culinary
creations. The stories can also be used to support sales and marketing efforts and they
The information provided guides you on how provide visual examples of what makes your food unique. It’s all about the people behind
the dishes, the ones influencing the menu’s inspiration and providing a connection with
to develop the materials needed to tell your the guest. It helps our service team explain the chef’s philosophies and inspirations.
culinary story and bring it to life.
MinK logo should not be found printed on menus, but rather used as an additional tagline.
Follow us and tag #madeinkitchens on Instagram.

Made in Kitchens (MinK) is a culinary-F&B branding movement, inspired by those
Share pictures of yourself doing what you love. moments spent in the kitchens of our childhood to today, as the essence and
perspective on life that made us who we became as professionals.
We stand proud behind our brand, as we promise to share our personal experiences in Food,
Service, and Beverage.
MINK LAUNCH DOCUMENT HEART OF HOUSE STREAMING
Click the image above to view the launch video

Password: Culinary
BRAGARD FOR BRANDED

For internal use only.
MINK QUESTIONS
APRON AND CHEFS COAT Craft your story
Now it’s your turn to write your Made in Kitchens story. What is a
kitchen moment close to your heart? Perhaps a personal
experience in your family kitchen that led you to this industry.
Click here for the questions
Share it with us
Using the questions, send us your story and a picture that represents
who you are and your "Kitchen Moment." Keeping it to 300 words or less,
send it in toFOH.
Click here to submit your story
Culinary Operations
Hilton’s Line Check program outlines the important daily steps to follow to achieve
consistency.
Line Check
The ultimate goal of the Line Check program is to document and certify your Team
Members on their knowledge and proficiency.
The program includes resources for:
Consistency is the key to success. You • Forecasting daily cover counts

cannot have consistency in Food & Beverage • Accurate prep sheets driven by forecasts
if you don’t have the structure in place for • Physical check of the line setup for quality and pars
• Plating and presentation consistency
your team to follow.
• POS accuracy
• Menu writing tactics
• Writing good recipes
• Food images
• Recipe training
• Tests for both Front of the House and Heart of the House Team Members
• Certifications
LINE CHECK PROGRAM
Culinary Operations
Menu Plating Templates
It is expected that each menu item has an accurate recipe card which contains an image and
dish costing. Costing should be updated annually to ensure that target food costs are being
Organization and documentation is critical met.
to ensuring consistency in the production of
Plating guides should be completed for all menu items. These documents are used by the
dishes. service team and help them to ensure that the correct service utensils are used for the dishes
and key ingredients are known. Completing the plating guide is the dual responsibility of the
Chefs and Food and Beverage Leaders.
RECIPE CARD MENU ENGINEERING GUIDE
PLATING GUIDE MENU ENGINEERING WORKBOOK
Culinary Operations
Occurance Topic Details
Weekly rotation of responsible leader
Training • Pre-Shift binder available with tabs for:

• Food Stories, we must have food discussions!
• Daily Pre-Shift topic
Daily Pre-Shift
• “In the know”, misc. info, VIPs, hotel events, groups
• Culinary Topic of the Month
• Culinary Training Topic of the Month
The topic behind each tab should be covered during each pre-shift
Training is to occur on a consistent and

Weekly Chef’s Meeting/F&B Meeting Review of action plans. Solicit input on topics to be added and required updates
regular basis.
• Departmental Meeting - create an agenda, review the 3 P’s “People, Product,

Departmental Meeting Profit,” and have a culinary technical training topic
Monthly
Outstanding Administration • Reminder sent one week before due dates for training requirements and
outstanding performance reviews
• Each kitchen should have a specific color to be easily identifiable and to help
communication
• Distribute color coded calendars to leadership team, allowing for easy rotation of
Monthly - Beginning Administration duties such as who will be responsible for pre-shift, refrigeration cleanliness, etc.
• Distribute spot check packets, for sanitation, mise-en-place, recipes, etc.
• Timeliness distribution of performance reviews that are due to corresponding
Sous Chefs
• Update calendar that includes review due dates, training info due dates, who will
be in charge of running the AM & PM pre-shift meetings, department meeting
dates, important dates for the month, meeting times, any new hire checklist due
dates
• Color code the calendar, highlighting the important dates specific to each
Monthly - End Organization Training
department
• Compile packets for Team Members to spot check (roster with Team Members
highlighted) and what the topic is
• Write up reviews with due dates
• Schedule date for the following month’s departmental meeting
Culinary Operations
Successful Training Tactics Departmental Meetings Success Factors (revenue, profit, SALT)
• Schedule monthly • Create a spreadsheet with all Chefs’ goals

• Create an agenda in advance • Update spreadsheet weekly
• Take notes and follow up • Distribute spreadsheet to Chefs and discuss
• Take attendance progress often
Training must be planned in advance and
well organized. Properties are expected to
have meetings, trainings and communcation Spot Checks
Newly Hired Team Members
methods in place to ensure that the Team
• Establish topics for entire year in advance
Members understand what is expected of • Complete checklist within 30 days of start date
• Provide trainer and Team Member the checklist • Maintain a binder
them, upcoming business and changes to
completion date in advance • Print a monthly spot check checklist and
operating standards. distribute
• Follow up weekly on progress
• Compile results at the end of the month
Department Action Plans Team Member Reviews
• Review and update weekly during Chef’s • Ensure that there is access to a running list of
Meeting completion dates for each Team Member
Culinary Operations
The Hub: F&B

For managed Hilton properties, there is a central location where you can find programs
and resources
The Hub: F&B can be accessed on desktop, tablet or mobile devices (Apple and
Android).
Ð Desktop The Hub is on SharePoint
Ð Mobile App Apple Users: Email concierge@thehubfb.com

Android Users: Download from the Google Play Store
The mobile app gives you information at your fingertips and you can share inspirational
photos of the work that you and your teams are doing. You can also download
documents, save them to “favorites”, email and print them. It’s fast and easy to stay
connected!
Use the App to stream training material during your pre-shift meetings!
HEART OF THE
HOUSE
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Heart of the House
Philosophy
The Heart of the House includes the departments of Culinary,
Stewarding, Purchasing and Receiving. These departments collectively
are the “heart” of the operation, ensuring that items are ordered,
produced, cleaned and stocked to ensure that the operation runs
smoothly and efficiently. Each department has a large responsibility in
their daily operations, with the most significant responsibility being the
commitment to food safety and sanitation.
While the Team Members are generally not highly visible to the resort
guests, any failure in the operational excellence from these departments
are recognized immediately.
ECOSURE PROGRAM STEWARDING OPERATIONS PURCHASING AND RECEIVING
Heart of the House
Ecosure For the most updated EcoSure program details
THE HUB F&B WEBSITE
Experienced food safety specialists conduct comprehensive assessments

to expose any food safety risks and provide you greater visibility into your
EcoSure is a mandatory program for Hilton operations.
Managed operations.
Specialists provide coaching and training and recommend corrective actions
and solutions to help build awareness and drive behavior changes to help
The EcoSure Program offers onsite expertise
enhance operations and promote a culture of food safety.
and food safety support and resources to DAILY EQUIPMENT CHECKLIST
help minimize food safety risk to food service The program provides access to a food safety resource line, food safety
providers. newsletters and webinars, and the knowledge and expertise of Ecolab’s food
safety and public health experts. ECOSURE MANUAL, ENGLISH
ECOSURE MANUAL, SPANISH
EVALUATION FORM
BEVERAGE FORM
FOOD SAFETY FORM
Heart of the House
EcoSure Program
Key points of department responsibilities are:
Ð Stewarding leadership should hold an accredited certification

from ServSafe or comparable local certification
Ecosure is a mandatory program for Hilton Ð Good hygienic practices are in place including no smoking,
Managed operations. The Stewarding chewing gum or tobacco in food service areas
department has a significant responsibility Ð Gloves and bandages are available at the facility and readily
in supporting the resort’s compliance to the accessible. Single use gloves are used properly
EcoSure program.
Ð Hair restraints are worn in food service areas
Ð Hand washing sinks are clean, available and used only for hand
washing. Supplies are stocked and hot water is available
Ð Temperature of hot water sanitizing at dish machine is 180° -

194° F (82-90° C)
Ð Cleaning agent and sanitizer are present and readily available

for use
Ð Proper concentrations of chemicals are used in the dish

machine and 3 compartment sink
Ð Safety data sheets are available for all chemicals
Ð Chemicals are properly stored and labeled
Heart of the House Operations
STEWARDING
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Heart of the House
Stewarding Philosophy
The Stewarding department has an important role within the resort. This team is
primarily responsible for maintaining cleanliness and hygienic conditions in the
kitchens and other Heart of the House areas such as back hallways, loading docks,
storerooms and trash areas.
The Stewarding department provides important support services of the food and
beverage department by:
• Maintaining cleanliness of dining utensils, china and glassware

• Maintaining cleanliness of the kitchens and storage areas
• Assisting in food storage and rotation
• Maintaining par stock and inventories of chemicals, china, glassware, silver
and paper supplies
CHEMICALS AND UNIFORM AND PROTECTIVE

DEPARTMENT OPERATIONS
CHEMICAL STORAGE EQUIPMENT
CLEANING AND SANITIZING

OPERATIONAL PROCEDURES INVENTORY AND PAR STOCK
PROCEDURES
Heart of the House
Stewarding Department
Operations
 Opening and closing duties for Stewards
The Stewarding department is responsible Ð Linen handling procedures
for enforcing the highest possible cleanliness Ð Cleaning schedules: Daily, weekly, monthly and annual
and hygiene standards in all food production
facilities, as well as the operating equipment.  Team Member training certification
Main responsibilities include dish room
operations, night cleaning, back area  Training calendar and documentation
cleaning, equipment maintenance, banquet
Ð Daily pre-shifts
plating and food transportation.
processes.  Chemical handling and safety procedures
 Night cleaning scope, walk throughs and documentation
Stewarding Department Manual
Heart of the House
Chemicals and Chemical

Storage Proper storage of chemicals is important for both safety and cost controls.
Designated areas should be available for the Stewarding department to safely
store the chemicals and supplies required to maintain proper sanitation standards
consistent with Hilton guidelines.
• Store chemicals in a cool, dry area, away from flammable gases and liquids
• Proper protective equipment should be worn when handling all chemicals.
This includes: Chemical resistant gloves, eye protection, closed toe shoes
• Spill kits are available with absorbent materials, cleanup utensils and waste
containers
• When transferring chemicals, place into appropriate, leak-proof secondary
containers that are properly labeled with the chemical name
• Store flammable liquids and gels in approved flammable storage cabinets,
for example, Sterno
Things to Avoid:
Only use chemicals from an
Ð Storing large, heavy containers or liquids on high shelves. Instead
approved commercial supplier store at shoulder level or below
such as EcoLab. Properties are
Ð Storing bottles on the floor
prohibited from using volatile
chemicals, such as bleach. Ð Storing anything on top of cabinets. Ensure at least 18 inches of
clearance around all sprinkler heads
Heart of the House
Uniform and Protective

Equipment Uniform Guidelines Protective equipment to be available based on job responsibilities
• Team Members should be issued a professionally-designed
and produced uniform set that is specific to the restaurant in
which they work Dish Washing / Pot • Waterproof apron
• Uniforms should be properly fitted and tailored for each Washing Areas • Heat proof gloves
Team Member
Properties to provide the Stewarding team
• Uniforms must be returned and laundered on-property at
designated uniforms and appropriate the end of each shift
protective equipment based on job • Stewarding uniform to include shirt and slacks
• Protective eyewear or safety goggles
responsibilities. • Closed toe non-slip safety shoe is required • Neoprene gloves for use with
• Waterproof aprons to be provided for Team Members that Cleaning
degreaser or corrosive chemicals
work in locations where they may become wet or soiled. For • Latex gloves
example, the dishwashing station
• Odor respirator mask to be used

Face Mask
when using spray chemicals
Best Practice
• Allocate protective equipment as part of the Team Member’s

uniform • Safety boots 37 cm high, PVC with
Waterproof Boot
non-slip sole. 100% waterproof
Only use chemicals from an
approved commercial supplier
such as EcoLab. Properties are
prohibited from using volatile
chemicals, such as bleach.
Heart of the House
Personal Hygiene
Proper personal hygiene is critical in any food service premise.

In order to ensure safe food handling Food
outcomes, it is imperative for all Team Personal hygiene includes:
Handler
Members to be familiar with standard
sanitation and hygiene practices. The graph F Showering and bathing regularly
shows the cycles of transmission of micro- F Keeping hair clean hair and covered or tied back
organisms. One of the basic principles
is to break the cycle by avoiding cross- F Keeping clean clothing and footwear that is used only at work
contamination, which can be achieved by F Handwashing regularly
ensuring personal hygiene practices are
followed. F Using clean utensils for tasting food
F Using separate cloths for cleaning and wiping plates

Food Environment
Personal Hygiene Job Skills
Heart of the House
HEART OF THE HOUSE

CLEANING GUIDELINES
Cleaning Guidelines and
Ð Properties to have an approved pest control program in place. Detailed
Schedules walkthroughs of areas to occur weekly
Cleaning Session Part 1
Ð Floors, ceilings, tiles and lights to be in good working condition Cleaning Session Part 2
Ð Facilities to be maintained throughout the operating shifts ensuring Cleaning Session Part 3
that trash is removed, floors are clean and not slippery and no visible
Properties are expected to have procedures debris has collected
Cleaning Session Part 4
established for daily, weekly, monthly and Ð Hand sinks are available and maintained. Soap, sanitizer and hand towels
annual cleaning needs. Refer to the links for are stocked Cleaning Session Part 5
cleaning guidelines and checklists. Ð Cooking equipment is cleaned after each shift and deep cleaned daily
Ð Dish machines are cleaned consistent with manufacturer’s

recommendations and as needed during operating shifts to ensure
that the quality of cleanliness of china, silverware and glassware is
exceptional
Ð Equipment used for cleaning (mops, brooms, etc.) are in good working
condition and appropriate for designated task HEART OF THE HOUSE
CLEANING CHECKLIST
Equipment Cleaning Part 1
Floor Cleaning Part 1
Floor Cleaning Part 2
Service Area Cleaning
Heart of the House
Heart of the House

Cleaning Schematic
This chart demonstrates key areas of the

kitchen and recommended chemical use.
Any food contact surfaces that have been

disinfected must be thoroughly rinsed with
potable water and sanitized using a food safe PRODUCT KEY
contact sanitizer.
Multi-Purpose Disinfectant Food Contact Sanitizer
Heart of the House
Cleaning Guidelines and

Many variables should be considered when determining frequency of cleaning and
Schedules disinfection in each area of your operation including:
Ð Infection Risk
Ð Foot Traffic
As infection risk, foot traffic or soil load Ð Soil Load
Frequency of Cleaning / Disinfection

increases, frequency of cleaning and
disinfecting should also increase. Other considerations (including but not limited to):
Ð Product Type
Ð Soil Type
Ð Surface Type
Frequency should be determined at the property and re-evaluated as

environmental variables change.
Environmental Variables
Heart of the House
Low-Temperature Dishwasher
Step Manual High-Temperature Dishwasher
Dishwashing Procedures
or Glass Washer
Use a commercial detergent and 45°C (113°F) Wash cycle must reach at least 60°C Wash cycle must reach at least
Wash
water (140°F) 60°C (140°F)
Effective dishwashing ensures that all

equipment is sanitary and ready for use Warm or cold rinse cycle with
Rinse Rinse in clean hot water Hot rinse cycle
when required. Using soiled or dirty china is sanitizer
not only dangerous, but it will tell customers

that the operator has little or no regard for Sanitize for 2 minutes with an approved Final rinse must have
Rinse cycle must reach at least 82°C
customer safety. The table shows the proper Sanitize sanitizing solution (50 ppm chlorine or 12.5 ppm concentration of 50 ppm chlorine
(180°F) for at least 10 seconds
iodine) or 12.5 ppm iodine
procedures for both manual and automatic
dishwashing.
Drain boards should be sanitized and sloped for Drain boards should be sanitized Drain boards should be sanitized
Dry drainage. and sloped for drainage and sloped for drainage
Before washing, scrape dishes and pre-soak Never towel dry Never towel dry Never towel dry
any items with hard-to-remove residue. Then
follow the procedure in the chart, depending
on whether you are using a high- or low-
temperature dishwasher or washing dishes Dish Machine Part 1 Job Skills
manually. Dish Machine Part 2 Job Skills

Best Practice
Water rinse temperature must be checked monthly to ensure final rinse temperatures
are being met. If temperature is below 180°F (82°C) property maintenance must be
notified immediately
Heart of the House
Set up 3-compartment sink with manual

detergent solution in the first sink, warm rinse
Manual Warewashing water in the second sink and Oasis 146 Multi-
Quat Sanitizer solution in the third sink. Follow
product label for correct use dilutions.
Place ware or other food contact items (i.e.,

For areas utilizing a 3 compartment sink for cutting boards) in detergent sink, soak as
washing, proper processes and chemicals needed, and scrub off any remaining soil or
stains with nylon brush.
are required to obtain a clean and safe
outcome.
Submerge ware or other food contact items in

rinse water.
Ð Test strips must be used to verify proper
concentration of chemical for final rinse
Submerge ware or other food contact items in

sanitizer sink for one minute, or as specified by
product label and/or local guidelines.
Place sanitized items on rack or drain board to

air dry. Do not wipe or rinse.
Heart of the House
The steps for proper handwashing are as follows:

Proper Handwashing
F Wet hands with warm water
F Apply liquid soap and lather for at least 20 to 30

seconds
Regular handwashing is one of the best ways F Scrub backs of hands, wrists, all fingers, and under
nails
to remove germs, avoid getting sick, and
prevent the spread of germs to others. F Rinse under running water, pointing down toward the
drain
F Dry with a paper towel
F Turn off taps using the paper towel (if applicable)
Your local EcoLab representative can provide your property Ð Handwashing notices and instructions to be posted
proper posters and signs for your Heart of the House areas near all handwashing stations
Heart of the House
Rolling Stock Rolling stock is defined as equipment such as hot boxes, plate caddies, rolling racks,
or anything that is on wheels and used in the daily operations to support food
production and general operations.
Ð All carts, hot boxes, plate caddies and rolling racks should be tagged
and numbered for management
Ð All operating equipment should be maintained clean during normal

operations with food safe chemicals
Ð Monthly deep cleaning is required at a minimum
Ð Master cleaning schedule should be used
Ð Electrical elements, wheels & casters, latches, etc. should be clean and
inspected for proper working condition and clean
Ð Rolling stock that is in disrepair should be removed from operations

and logged with facility maintenance department for repair
Ð Property to have designated storage area for items when not in use
Heart of the House
Ice Machines 1 Turn off and/or unplug the machine.

Remove and discard all ice 4 Spray interior surfaces, scoop and
interior of door with a Multi-Quat
Sanitizer as specified by the product
label. Allow to dry. Do not rinse
Ice machine bins should be part of the Clean interior of unit with manual Clean / disinfect exterior especially
property’s regular cleaning schedule. Bins 2 detergent. Give special attention to the
bottom, corners, doors, gaskets, hinges
5 high-touch areas like handle with a multi
surface cleaner and disinfectant
should be inspected often and cleaned and latches. Scrub built-up deposits
monthly to ensure that no mold is present,
and that ice is safe to consume.
3 Rinse well with clean water
Coordination with property maintenance department may be necessary to complete cleaning and filter changes
Note: this procedure is only for the bin of the machine. For ice maker cleaning, refer to the manufacturer’s instructions
Heart of the House
Storerooms and Inventory
Ð Storerooms should be locked at all times and keys should be held Best Practice
Properties are expected to maintain in the security office or key tender and only accessed when entry is
required Ð Utilize the business forecast 60 days in
controlled storage areas where stock is held. advance (minimum) to ensure that par
Any items removed from the storage areas Ð Storerooms should be clean and consolidated by product type stock is sufficient for upcoming business
levels
should be requisitioned. Requisitions need Ð Items should be neatly stacked on shelves
to be approved before they are fulfilled and Ð Broken or damaged stock should be
Ð Items should not be over stacked, avoiding collapse and breakage counted as breakage monthly
items removed are placed into operations.
Ð Any open boxes/cases of items should be on the top of the stacks Ð Rotate individuals responsible for inventory
to ensure that counts are accurate
Ð Requisition logs should be present
Ð Inventory sheets should be organized to match the shelves

organization for maximum efficiency (shelf to sheet)
Heart of the House
Equipment can be divided into two major categories; small

Storerooms and Inventory wares and large equipment.
Total extension
Small wares include: glassware, flatware, china and small Product specifications Common Desired amount of Update cost/unit Breakage # and
operating equipment such as thermal pots, bud vases etc. necessary for reordering name product per seat annually value used to
manage losses
Large equipment include: refrigerators, ovens, ranges, Seat

Venue
Outlet Name Count 150
and other large items that are repairable and have a long
Working Start Close Breakage
lifespan. Specification Item Par Par Cost/pc Inventory Inventory Breakage Value
Large equipment is handled through annual capital Schonwald Coffee Cup,

expense processes. Aquamarine, 8.5 ounces,
Junto Stoneware 21540-405253 Coffee Cup 2 300 $5.25 250 225 -25 $131.25
Schonwald Combi Saucer,
Small wares should be inventoried monthly and purchased Aquamarine, Junto
Stoneward 21540-64771 Coffee Saucer 1.25 188 $5.15 200 197 -3 $15.45
as needed to support the operation. The Stewarding
Schonwalkd Buffet Plate
Department has the responsibility of maintaining 10" PLATE DEEP COUPE 10" Buffet
inventories and par stocks for all small wares. STRUCTURE 9251376 Plate Plate 1.5 225 $7.25 212 212 0 $0.00
Steelite Oatmeal Bowl, 14
ounces, white, Virtue 3310RF008 Small Bowl 0.75 113 $6.25 75 74 -1 $6.25
• Inventories to be conducted monthly Steelite Coup Plate, 6", ink
• Accurate documentation is maintained on crackle grey 17610568 B&B 2 300 $6.50 175 165 -10 $65.00
product specifications and costs
• Working par is a target amount for peak SUM -39 $217.95
occupancy
• Breakage to be evaluated monthly Table shows example format of inventory workbook Seat count x par = working par
Inventory workbooks to be maintained for:

• China
• Glassware
• Flatware
• Serviceware
• Other operating equipment
Heart of the House
Kitchen Support The Stewarding team works hand in hand with the Culinary team on a daily basis
to keep the operation running smoothly. These are some tasks that may be the
Responsibilities responsibility of both Stewarding and Culinary based on property staffing matrix.
• Stocking and replenishing plates on the kitchen line

• Stocking and replenishing plates in buffet restaurant areas
• Culinary rag program including clean and dirty rag management
• Placement of sanitation buckets in operating areas to be used for wiping
surfaces
• Preparation equipment cleaning
• Food transport supporting both venues and banquets
• Assistance in plate up for large events
Stewarding Plate Up Job Skill
Heart of the House
Maintaining clean and organized areas is important in controlling odors and pest
Trash and Recycling infestation
• Property to have established schedule for trash/recycling removal in all

areas of property
• Trash/recycling receptacles to be maintained in good working condition and
visibly clean
• Trash to have can liner Dry Garbage
• Trash/recycling receptacles to be washed with surface cleaner on a daily
basis to control odors • Garbage must be wrapped in plastic
and tied
• Trash/recycling receptacles to be sufficient for capacity needed and
sufficient in amount needed per operating area • Must be separated from wet
garbage and stored in allocated
• Based on market requirements, recycling containers to be present and
available in the work areas holding room
• Based on market requirements, trash receptacles to be covered
• Trash is not allowed to accumulate in excess or be stored on the floor areas
Wet Garbage
• Garbage must be wrapped in plastic

and tied
Trash and Recycling Job Skill • Placed in garbage bin and covered
• Garbage must be separated
from dry garbage placed in a
temperature controlled room
Heart of the House
Trash Rooms
Trash and Recycling • Cleaning of rooms to be done daily to avoid dirt, control odors and also to
prevent the spread of bacteria
• Trash collection should be done every day (dry garbage and wet garbage)
multiple times per day
• Trash room cleaning should be done after trash pick up by vendor
Best Practice
• Before cleaning, the Team Members should put on all appropriate protective
equipment, including:
• Mask
• Protective gloves
• Protective coat if required locally
• Protective boots that are waterproof
• Garbage room cleaning process:
• Sweep room(s) and remove debris
• Rinse area and place cleaning solution
• Brush the entire garbage room area to remove stuck on organic material
• Rinse area
• Dry with wet vacuum machine, stick squeegee, or dry mop
• Spray area with odor controlling room spray
Heart of the House
Brand Standards
Trash and Recycling • 2513.09.D.1 Refrigerated Trash Room
A refrigerated trash room is required at properties where temperature,
location or frequency of trash pickup will cause an odor problem and/or as
required by local code.
• 2513.09.E.1 Recyclable Storage Room
A recyclable storage room must be provided in close proximity to the loading
dock/receiving area.
• 2513.09.F.1 Can Wash
Provide the can wash area on the same level as the receiving dock, adjacent
to the compactor/container.
• 2513.09.F2 Can Wash
The can wash area must be conveniently accessible from the kitchen.
Based on market availability, properties to support Hilton’s Corporate

Responsibility goals of recycling and reduction of food waste. Additional resources
can be found on Hilton Lobby/Corporate Responsibility
Heart of the House
Loading Dock
• Area is clean, organized and well maintained
Dumpsters and Loading • Boxes are stacked and tied if compactor is not available
• Loading dock floor is free from spills, no slip hazard is present
Dock Areas • No products or inventory is stacked or left unattended
• Combustible materials are in proper cabinet or chained as per Hilton guidelines
Loading Dock Cleaning Schedule

Keeping loading docks clean demands a • To properly maintain your loading dock, a daily cleaning schedule is in place
systematic approach to cleaning. As such, • Remove all accumulated debris, clean up all hazards and contaminants
you should find time for loading dock • Ensure that all safety regulations are enforced
cleaning, even during peak business. • Conduct routine pressure washing, weekly “deep” cleaning should occur
Dumpster Area is Regularly Cleaned and Free of Excess Debris;

Dumpster Plug Is In Place
• The dumpster area must be thoroughly cleaned at a frequency that
minimizes the development of odors and attraction/harborage of pests
• The dumpster plug is in place
• The area must be maintained free of unnecessary items
• The grease recycling container must be maintained free of excessive grease
build-up
Dumpster and Outdoor Garbage Container Lids are Kept Closed and
Are In Good Repair
• Receptacles should be maintained closed to prevent harborage of insects
and rodents
• Containers should be in good condition to prevent leakage and pest activity
Heart of the House Operations
PURCHASING AND RECEIVING
PRINT SUB-SECTION
Heart of the House
Philosophy
The Purchasing department ensures timely delivery of materials from vendors,
generates and tracks purchase orders and works alongside the Receiving
department and the accounts payable department to ensure that promised
deliveries were received in full and are being paid for on time.
The Receiving function is critical because at this control point ownership

of the products is transferred from the supplier or vendor to the
operation. Receiving comes into focus after the menu has been planned and the
products dictated by the menu have been purchased. The Receiving team is the
first quality control point in ensuring that what was ordered meets the quality
specifications, in proper quantities and price is verified.
Both teams work in collaboration with F&B leadership. The Chef and Director of
Food and Beverage set the quality standards. The Purchasing team ensures that
we are utilizing approved vendors and that items ordered are at the best price
available. The Receiving team ensures invoice accuracy as well as proper storage to
reinforce cost controls.
PRIMARY SUPPLIER DISTRIBUTION STORAGE

PURCHASING REQUIREMENTS
PROGRAMS
FOOD ORDERING RECEIVING
BEVERAGE ORDERING REQUISITIONS
Heart of the House
Purchasing Ð Expenditures must be reflected in a written contract that has

received appropriate legal and business reviews and approvals.
Team Members are required to follow this policy.
Ð Team Members involved in the purchasing process are obligated

to disclose to their supervisor and the Legal Department’s
Purchases of goods and services must be Ethics & Compliance Group any relationships (financial,
made on the basis of the best price, service personal, or otherwise) with potential suppliers prior to bids
being solicited from any supplier. Failure to disclose such
levels and terms. Purchasing decisions must relationships can result in disqualification of the supplier and
be made in a fair and impartial manner, must disciplinary action for the employee.
be based upon competitive bidding and must Ð If the goods or services being purchased are offered through
follow a transparent and auditable process. Supply Management, then such goods or services should
be ordered through Supply Management or the appropriate
supplier contracted by Supply Management. If management
wishes to buy such goods or services from a supplier other than
Supply Management, management must present a compelling
business reason and obtain advance approval to do so from
Supply Management and the Corporate Finance Department.
Ð All Hilton, managed and franchised hotels are required to

establish and implement a sanitation program which satisfies
Hilton’s highest standards and those of OSHA, HAZMAT
agency and/or local Board of Health Departments or any
other governing or regulatory group, both domestically and
internationally.
Heart of the House
Food Ordering
Ð The Culinary Department will be responsible for identifying appropriate
Purchasing stock levels and ordering required food products based on banquet
event orders and activity in the hotel.
Ð Storeroom clerk conducts physical inventory to determine product

on hand according to an established inventory/order schedule. It is
the responsibility of the Executive Chef to develop and maintain order
guides with clear specifications in order to expedite the ordering process
and avoid ordering incorrect products.
Ð All orders are to be placed via Birch Street e-Procurement. Orders must
not be placed verbally or via fax. Hilton-contracted suppliers maintain
catalogs in Birch Street inclusive of pricing updates. The frequency of
price changes is determined by the commodity and the terms of the
agreement. This may range from one per year to weekly price changes.
Ð Orders are released directly to the supplier after approval by the

Executive Chef.
Food must be obtained from commercial sources that comply with the law. Food
harvested at a recreational event or prepared in a private residence or in an un-
inspected plant cannot be accepted.
Heart of the House
Beverage Ordering
Ð Food & Beverage Director is responsible for determining order
Purchasing quantities.
Ð Weekly storeroom inventory is taken by the clerk using a current and

accurate order guide and given to Food & Beverage Director who
determines order quantities factoring in product on hand versus the
BEO requirements.
Ð All orders are placed via Birch Street, telephone or facsimile. Orders are
released directly to the supplier after approval by the F&B Director.
Ð It is the responsibility of the Food & Beverage Director to develop and

maintain order guides to expedite the ordering and receiving process.
Ð Inventory valuation – Inventory is charged using the direct model with

inventory taken monthly.
Ð After-hours access - follow Hilton Guidelines.
Ð Key control – follow Hilton Guidelines.
All “deals” including extra product, merchandise or cost credits must be processed
through the purchasing and receiving department. No product will be handed
over directly to the operating department.
Heart of the House
Purchasing Primary Supplier Distribution Programs (PSDP)

(a) Supplier Bids
In the event that a PSDP program has not been established for
any or all food commodity categories, the following guidelines A minimum of two bids, preferably three bids, should be solicited
should be used: from qualified suppliers for each commodity category. These bids
should be documented and orders placed with the lowest bidder for
each line item on the bid sheet. The frequency of bid submission is
dependent on the commodity category and the operational needs of
the hotel. Most commodity items are priced weekly, Monday through
Saturday.
(b) Third Party Inspection
Any supplier, processor or manufacturer that sells food and beverage

products directly to the hotel should provide evidence of inspection
by a nationally recognized third party inspection service. The purpose
of the inspection is to verify that good sanitary practices are in place
to ensure a reasonable level of food safety for products provided to
the hotel.
(c) Insurance
Suppliers are required to maintain the minimum insurance shown

below. A current certificate of insurance should be on file at the hotel.
The certificate should list Hilton Hotels Corporation and the Hotel
owners as co-insured.
Heart of the House
Receiving is a vital activity in assuring the food guests eat is safe

and of the highest quality.
Receiving
Brand Standard
2513.10.M Scales - Provide scales at receiving area
Ð Temperature logs should be maintained to document

compliance with safe food handling guidelines
Ð All incoming food should be dated on the exterior

packaging to indicate when food was received
Ð All deliveries and invoices should be verified against

the log. Only original invoices are to be accepted
Best Practice
Ð Incoming merchandise must be physically received by
the designated receiving clerk Ð Provide tools needed to do the job correctly including
scales and thermometers
Ð Credit memo is required for any invoice discrepancy
including incorrect weights, prices, quantities or Ð If in doubt of quality, ask for a second opinion
specifications Ð Broken or damaged cases should be rejected
When food products are delivered from the suppliers, they should be fresh or properly frozen and free from infestation or
contamination.
Heart of the House
Requisitions
Food and Beverage Ordering
All requisitions should include a detailed product description to minimize errors.
Requisitions should be submitted a minimum of one day in advance of the requested
delivery date whenever possible. The number of daily requisitions should be kept to a
minimum. Only approved requisitions will be process/fulfilled.
Ð Properties to utilize electronic requisition system unless unavailable in

the market
Ð All requisitions must be routed for approvals
Ð Properties to determine approval process and leadership positions that

are included in the process
Ð Requisitions filled ‘after hours’ or in an emergency must still follow

controls and protocols
Heart of the House
Storage
Ð Store food off the floor and away from walls. This will Ð Keep all refrigerated foods below 40°F. Meats, poultry,
protect items against pest infestations and other seafood, and dairy products are often kept at lower
contaminants and allows for proper sanitation temperatures, 32°F to 38°F (0°C to 3°C )
Hilton is committed to providing guests
and Team Members with clean, safe and Ð Keep areas clean and dry. Make sure that spills and Ð Label, date and cover all perishable foods
standing water are cleaned up immediately
wholesome products for consumption.
Ð Store raw foods below cooked and ready-to-eat foods
The highest standards of sanitation and
Ð Store toxic products (cleaning chemicals, insecticides, to avoid the risk of cross-contamination
cleanliness must be continually maintained in etc.) away from food
all Hilton operations. Ð Store product a minimum of 6 inches off floor and
Ð Do not store trash or garbage cans near food away from walls to promote proper airflow and allow
for good sanitation
Ð Fresh produce must be washed and stored in a food
safe storage container prior to entering the property
When food products are delivered from the suppliers, they Insect control devices are installed in areas to prevent
should be fresh or properly frozen and free from infestation or contamination and infestation.
contamination.
Extra Information
Ð Interactive Book
Published May 1, 2021
Ð For questions about modifications or original artwork,

please contact graphic designer, Marisa Dominguez -
marisadomngz@gmail.com.

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ALL INCLUSIVE GUIDE

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The task of an opening is difficult if not meticulously managed. Weekly meetings

Always reference Hilton Hotels Brand

Clean & Sanitize Front of the House

Ð Properties will maintain high standards of operation, consistent

CLEANING PROCEDURES PERSONAL HYGIENE CLEANING CHECKLIST

DISHWASHING PROCEDURES HAND WASHING

ECOSURE PROGRAM DETAILS

Cleaning Procedures and

Effective dishwashing ensures that all

any items with hard-to-remove residue. Then

Proper personal hygiene is critical in any food service premise.

F Using clean utensils for tasting food

F Using separate cloths for cleaning and wiping plates

The steps for proper handwashing are as follows:

F Scrub backs of hands, wrists, all fingers, and under nails.

F Rinse under running water, pointing down toward the

F Dry with a paper towel.

F Turn off taps using the paper towel.

Front of the House

Front of the House

CLEANING GUIDELINES CLEANING CHECKLIST

Heart of the House

Heart of the House

CLEANING GUIDELINES CLEANING CHECKLIST

Heart of the House

THE HUB F&B WEBSITE

Experienced food safety specialists conduct comprehensive assessments

Specialists provide coaching and training and recommend corrective actions

ECOSURE MANUAL, SPANISH

FOOD SAFETY FORM

OVERALL SERVICE OVERALL MENU

BUFFET RESTAURANT A LA CARTE RESTAURANT SPECIALITY KIOSKS HOLIDAY SCHEDULE

LOBBY BAR POOL BAR KIDS CLUB

MINI BAR TEAM MEMBER DINING KIDS PROGRAM

Service & Training Philosophy

STEPS OF SERVICE STEPS OF SERVICE

Service * Links download individual topic Steps of Service training

ANNOUNCING THE PLATE GUEST PREFERENCES RESTAURANT RESERVATIONS

Steps of Service ART OF THE UPSELL LIGHT CONVERSATION SEAT NUMBERS

CHECKING ID MARKING TABLE SYNCHRONIZED SERVICE

DINING RESERVATIONS PACE OF MEAL

EQUIPMENT CONDITION PHONE ETIQUETTE

FOOD TEMPERATURES POWER OF THE GREET

COCKTAIL SERVER AUDIT FORM BARTENDER/COCKTAIL

POOL HOST AUDIT FORM

RESTAURANT HOST AUDIT FORM RESTAURANT HOST

Audit forms are intended for

RESTAURANT FOOD RUNNER SERVER

From taking an order to ensuring that

Manager Resources Ð Server asks guidance on where

IRD Server Audit Form Satisfaction and Retrieval

Steps of Service &

RESTAURANT ATTENDANT &

CHECKING ID CHECK PRESENTATION

Additional Programs &

FOOD & BEVERAGE RESORT SPECIAL

MINIMUM PROGRAMMING VENUE MENU GUIDELINES

UPSELLING PHILOSOPHY SPECIAL DIETS & ALLERGENS

Key Brand Standards Operating Expectations