F and B Banquet Operation Manual Banquet

Food & Beverage
Hotels & Resorts

Standard Operating Procedure
Update: 25.06.08 / DHR-CO-FBS-SOP-250
F&B Banquet Operation

Manual
Banquet Operation Manual Index
1. What is Banqueting
2. Categorization of Events/Setups and
Styles Typical Setup styles

2.1 Classroom/Seminar style for Business Events
2.2 Round Tales for Formal, Social or Business Events
2.3 Oblong/Rectangular Tables for Formal, Social or Business Events
2.4 U-Shape for Business Events
Guest Flow
2.5 Buffet Line
2.6 Free Flow
Type of Meal Periods
Service Techniques Indicators
Service Techniques used for Banquets

2.7 Service by Plates - Pre-plated Service - American Service
2.8 Service by Platter - Platter service - English Service-Silver Service
2.9 Guèridon Service - Service from a Trolley with heating Elements
2.10 Voiture Service - Service from a chilled or heated Trolley
2.11 Buffet Service
Service Sequences used for Banquets

2.12 French Services-Family Service
2.13 Banquet Service
2.14 Catering Service
3. Planning of a
Function
Reservations
3.1 Telephone
3.2 Letter/Fax/Email
3.3 Reservation Status
Filing System - Function/Event Organization

3.4 Function File
3.5 Filing System
3.6 Follow-Ups
3.7 Coordination
3.8 Proposal Email/Letter/Fax
3.9 Function Order
© This material is copyright protected and is property of Daniel G. Fuchs and Stephan Faessler. Reproduction without permission is prohibited. 1
© J. Negi, Professional Hotel Management, S. Chand & Company Ltd., 1997
Filing System - Function/Event Organization - continued
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3.10 Cancellation Charge
3.11 Menu Selection
3.12 Banquet Expressions
3.13 Guaranteed Number of Person
3.14 Forecasts
3.15 Client History Card
4. Setup of Function/Events
Banquet (Pre) Setup

4.1 Registration/Reception
4.2 Refreshment
4.3 During Refreshment Breaks
4.4 Banquet Bar
4.5 Buffet Table Arrangements
4.6 Flower Arrangements - Types of Arrangements
4.7 Signage
4.8 Meeting/Function Rooms
4.9 Conferences and Banquets
4.10 Possible characteristics of Conference/Meeting Rooms
4.11 Business Meetings
4.12 Outdoor Catering (Off-premises Catering)
5. Account, Audit and Control

5.1 Banquet Income
5.2 Revenue
5.3 Expenses
5.4 Other Income
6. Payment Arrangements
6.1 Types of Payment Statements (Bill)
6.2 Deposits
6.3 Balance Payments
6.4 After Billing
6.5 Cancellation
6.6 Payment Settlement
7. Event Forecasts & Reports

7.1 The 10-Days and Monthly Forecast and Report
8. Banquet Service Organization

8.1 Run-down Instruction
8.2 Briefing
8.3 Final Inspection
9. Sequence of Banquet F&B
Service Breakfast Service
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9.1 Service by Plate (Table Service)
9.2 Buffet Service
Lunch and Dinner Service

9.4 Buffet Service
Cocktail Reception
Coffee and Tea Break
Meeting
10. Policies
10.1 Car Park Policy
10.2 Uniform Policy
10.3 Linen Policy
11. Banquet Checklist – Sample
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1. What is Banqueting
Banqueting is the term used to describe the service of special functions in an establishment which is
separated from the normal dining service/area found in the various restaurants within the
Hotel/Resort, meaning a service of special functions for a specific group of people at specific times
where food and beverages are pre-selected/determined.
Functions take place within banquet rooms (or outdoors, i.e.: caterings) and are under the
supervision and responsibilities of the F&B Department and its Head, the overall responsibility though
has the Hotel Manager or Assistant Manager. The Banqueting Manager has the administrative
control of all functions (applies to larger Hotels/Resorts).
Banquet rooms consist of the actual function room and may also feature pre-function areas for
registration or coffee breaks etc. Banquet rooms are suitable for both business and leisure groups to
hold; meetings, seminars, balls, weddings, anniversaries, etc.
Banquets can be very profitable. In addition, successful banquets have an impact on the property's
community relations and can influence the number of rooms it sells to corporate accounts.
Banqueting allows great flexibility in pricing. High-volume food preparation assists to save money
and can reduce food and beverage cost. Moreover, food can be purchased on an "as needed" basis;
therefore, excessive funds are not tied up in the inventory.
Beverage income also adds to the profitability of banquet sales. Contribution margins (beverage
income minus beverage costs) for beverage service can have a significant impact on the
Department's profits.
Production forecasting and planning are relatively easy in serving a pre-established number of guest.
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2. Categorization of Functions
There is no setup rule for banquet setting except for ceremonies of State, Military or Royal functions
according to a protocol.
Setup must be functional in order to serve its purpose. The Banquet Manager/Supervisor etc. is
responsible for drawing-up the layout plan such as table plans, buffet lines, service stations etc,
according to the instruction given/listed on the ‘Function Order’.
Typical Setup styles
2.1 Classroom/Seminar style for Business Events
 PR Functions (Press release, Fashion, Dealer’s Meeting, Seminars, Exhibitions)

 Conferences (Political, Trade Union, National Sales, International, etc)
 Internal or External Briefings
Classroom/Seminar setup, important points:

- Overhead projector/LCD projector table may be used for classroom setups.
- 3-5 people per classroom/seminar table.
- Each seating has a pencil, a note pad and a water glass plus coaster set in front of it.
- 2 ½ feet spacing between tables.
2.2 Round Tales for Formal, Social or Business Events
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 Luncheon
 Dinner/Dinner Dance
 Buffet
 Wedding
 Annual Ball
 Graduation Dinner
Round table set up, some important points:
- Round tables are used (normally) for formal dinner setups where smaller parties can join easily.
- Max. 10 person per table.
- Table legs are lined-up in the same direction.
- Setup ‘molton’/under-lay before the table cloth.
- Table cloths and chair covers must be properly ironed.
2.3 Oblong/Rectangular Tables for Formal, Social or Business Events
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 Luncheons/Dinner/Dinner Dance/Banquets
 Buffets
 Annual Ball/Graduation Dinner
Round table set up, important points:
- Oblong/rectangular tables are primarily used for banquet setups.

- 8-10 person per table.
- Setup ‘molton’/under-lay before the table cloth.
- Table cloths and chair covers must be properly ironed.
I-shape style I
T- shape style
I-shape style II
 Meeting/Conference/Press
E-shape style release/Seminars
2.4 U-Shape for Business Events
Comb-shape style
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U – shape set up, important points:
- Seminar tables are primarily used for meeting setups.

- Max. 3 person per table.
- Table cloth is preferably used, green felt shall be avoided.
- Each seating has a pencil, a note pad and a water glass plus coaster set in front of it.
- 2 ½ feet spacing between tables.
2.5 Congress/Theatre style for Business Events
 Meeting/ Press release/ Seminar/Speeches
Congress/theatre style setup, important points:
- All theatre/congress setup has a service station (at least 1 set per 40-50 person).
- Approximately 2-4” inches between chair to chair.
- Approximately 1 ½ chair-width between rows.
- Platform is used for the speaker.
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Guest Flow
For typical buffet arrangements, it is suggested that plates are setup at one end of the buffet table,
starting with first to main to dessert courses. Bread and butter can be set on the guest table or
alternatively placed on the buffet table at the beginning.
It is also recommended to use tables like “islands” to generate a smooth “free flow”-system which is
rather more effective then a buffet line, above a certain amount of guests.
2.5 Buffet Line
Guest flow
Soups
Bread & Butter Salads Appetizers Mains/ Desserts
Side dishes/ Vegetables
2.6 Free Flow
Bread & Butter, Salads, Appetizers, Soups

Mains, Side dishes, Vegetable, Desserts
Drinks, Wine, Snacks, Special sections
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Brunch
Breakfast Lunch Dinner Supper
Snacks
Service Techniques Indicators
4. Service Time
4. Time available the guest has to spend in the restaurant
4. Type of clientele
4. Service material
4. Qualification/skills of associates
4. Art, style and capacity of the restaurant
The above mentioned six criteria are crucial in order to choose the right type of service technique used by its
banquet operation; in addition also depending on the client’s request what is to be expected for this particular
event.
However, most banquets/events where breakfast/lunch/dinner/supper etc is requested, either ‘Buffet Service’ or
‘Service by Plate (table service)’ is commonly used.
More challenging service techniques such as the additional ‘Voiture Service’ or ‘Guèridon Service’ combined
with buffet or table service is rarely found or only in gourmet temples since its techniques needs highly skilled,
efficient service associates and time. However those service techniques are very elegant service techniques,
perfectly suitable for anniversaries, promotion or gala dinners in smaller group or up to the Hotel/Resort’s
capacity possible in order to execute its smooth operation.
Service Techniques used for Banquets
2.7 Service by Plates - Pre-plated Service - American Service
Pre-plated service means that the food is served on the guest's plate, prepared in the kitchen and
brought to the guest. This type of service is commonly used where service is required to be fast or
formal. The plates are always served from the right side.
2.8 Service by Platter - Platter Service - English Service
Food is brought on platters by the server. Each guest has a pre-heated plate on the table. The waiter
serves from the platter, always from the left side onto the guest’s plate. For “supplement” service
the waiter replenishes new platters from the kitchen.
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2.9 Guèridon Service - Service from a Trolley with heating Elements
The platters from the kitchen are presented to the guest first and then placed on the
sideboard/trolley with heating elements. The hot plates for the guests are placed in front of the
platters. The waiter serves each item from the different platters onto the hot guest plates and
distributes all prepared plates until each guest has its plate. The platters are presented from the left
side; the plates are served from the right side. The waiter serves each guest using a service spoon
and fork.
This type of service is a very elegant service technique and needs professional waiters and time.
2.10 Voiture Service - Service from a chilled or heated Trolley
Specialties or daily specials/sets are presented from a moveable (sometimes heated) trolley, and
served on a chilled or heated plate. Salads, cheese or sweets can also be served from the trolley.
2.11 Buffet Service
Buffets cater cold or hot food & beverage items.

Buffets can also be part of a menu like a salad-, first course-, or dessert buffet.
Buffets can be themed such as a farmer-, American-, or International buffet.
It depends also on the time of the day like a breakfast, brunch or lunch buffet.
It can be even a beverage, aperitif, liqueur, or coffee-break buffet, multiple options are possible.
We differentiate between self-serviced and served buffets. Self-serviced buffets are operated in a
one-way direction. The guest picks first the plate, then the first courses, followed with the hot items,
finished by the dessert section.
Service Sequences used for Banquets
2.12 French Services-Family Service
The food is pre-platted and presented from the left side and placed in the middle of the table. The
guest serves themselves. This type of service is popular in the French and Asian cuisine (i.e. Thai),
also for fondue specialty restaurants. Commonly seen combined with the table d’hôte service.
2.13 Banquet Service
A banquet is a large public meal or feast/ event, complete with first, main courses and desserts. It
usually serves a purpose, such as a charitable gathering, a ceremony, or a celebration. The menu,
the time and the location is given; also a banquet is always for a group.
2.14 Catering Service
Depending on the event, food and beverages, cutlery, chinaware, stainless and glassware is served
outside the premises. It is either a banquet service or a food delivery catered served by the hotel/
resort or company.
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3. Planning of a Function
DHR Resorts/Hotels and Grands: A large part of the business is concerned with selling functions.
This direct source of revenue and intends to increase revenue from other hotel facilities such as
guest rooms, bars and restaurants. It ensures greater utilization of kitchens, engineering plant and
manning. Rooms intended for this purpose are usually designed to the multi-functional to ensure
frequent use and justify the high cost of providing the space.
A large room may be adapted as a ball room, banquet hall, and convention or exhibition hall. To
provide even further flexibility the room may be divided by separate partitions into smaller area (or
break-out rooms) providing accommodation for a number of meetings or functions held at the same
time.
In planning for multi-functional use of rooms, the following is to be considered:
- Additional car parking space/lots.

- Access and circulation routes, including fire safety requirements.
- Toilet, shower and changing-room facilities.
- Entrance foyer, coffee break areas etc.
- Room-allocation for different use and purposes.
- Method of dividing rooms, standards of sound installation.
- Separation of public access for each area.
- Service facilities and associate access to each area.
- Storage of furniture, carpets and special equipment.
- Stacking and handling feature of chairs and tables
- Storage of china utensils, serving equipment and trolleys.
- Engineering plant services, environmental control.
- Comm. Equipment, telephone and internet connection, music and paging.
- Construction features and acoustic design.
- Dance floor provision, security and protection.
- Exhibition and projection services.
- Water, drainage, gas and electricity services.
- Music and amplification control, local sand system.
- Closed circuit television and cine projection.
- Band stand and stage provisions (permanent or temporary).
- Changing rooms, access for speakers or performers.
- Translation, press and reporting facilities (Business centers, I-net usage, conference calls etc).
- Access for exhibition or other equipment such as vehicles, etc.
- Legal requirement for fire and user safety.
- All law regulations in conjunction with the specific events hold which are required.
Reservations
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All reservations for the function allocation is made through the Sales Office/Department/assigned
personnel which confirms allocation availability with the Food & Beverage or Catering
Manager/Banquet Manager.
Each reservation must contain the following details:
- Date and Time of Call

- Title: Name and Telephone number of client
- Person in charge, contact person from client
- Name of Function
- Function Type; indicate type of function such as, business, leisure, conference etc.
- F&B Services requested; Western dinner, cocktail, luncheon, coffee break etc.
- Estimated number of guaranteed participants, speakers, relatives, wives, children of the
entire function period and group.
- Date and Time of function/event
- Details described in brief. This section will be kept blank as the details are shown in the
‘function order’.
- Booked by, name of person making the contact with the client and initiate the reservation.
3.1 Telephone
- Many enquiries are made through telephone. Therefore, proper telephone etiquette is
essential to ensure that all telephone calls to the Sales Department or Food & Beverage
Department are answered correctly and courteously.
- DHR greeting phrases are used to answer all telephone calls.
- Address of guest name if known.
- Transfer of calls to the person concerned; let him/her know the guest name so that he/she
can address the guest his/her name right away.
- Write-down of guest name and contact details if the person concerned is busy. Do not keep
the guest waiting for an unreasonable amount of time. Call back as soon as possible.
- End all telephone calls as per DHR standard.
3.2 Letter/Fax/Email
Whenever letter/fax/email of enquiry is received, telephone/email to the client is essential:
- Telephone calls can reach the client faster than by correspondence and hence a higher
chance of securing the business is possible as clients might approach other hotels/resorts at
the same time.
- Letter/fax is only recommended for written confirmation, not as a communication device.
- Nowadays, email correspondence is very common and most enquiries come through this
channel. Proper writing etiquette is essential and emails shall be handled in a timely manner
(within 3-4 hrs.) and forwarded to the concerned person(s) immediately.
- Emails shall only be used for confirmation if forms/confirmations/agreement forms etc. are
sent as attachments and converted in a read-only format (i.e.: .pdf files). Otherwise, fax
must be used.
Letter/Fax/Email - continued
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After the preliminary contact with the prospective client, the person concerned has to follow-up
by either visiting (or emailing/telephone conversation etc.) the client or inviting the client to the
(Name of DHR property) to show him/her (prospective client) the facilities to provide
supplementary information and further planning for the event.
3.3 Reservation Status
Every entry into the Banquet Record Book/Reservation Log shows as "TENT" or "CONF".
- "Tent"
Any reservation marked "TENT" is a tentative booking. To clear or confirm allocation, the person
mentioned under "Booked By" is to be contacted to approach the client to finalize its status. A
reasonable cut-off date is to be given further.
- "Conf"
Any reservation marked "CONF" is a confirmed booking. A reservation can only be confirmed
when the contract is signed or a deposit is received.
Filing System - Function/Event Organization
3.4 Function File
A function file shall be opened when a tentative booking has been made. It is used to collect and
keep all correspondence and information pertaining to each function.
It can also act as an information centre where any details shall be referred to before any actions
are taken. Every function file has a code/number and is marked with the name of the
company/organizer, event date and type of function for easy identification.
The correspondence in the function file should normally consist of:
- Preliminary Room Request Form (Banquet inquiry sheet)

- Proposal letter/fax/email
- Deposit
- Function Order form
- Banquet breakdown form
- Menu
Files for any forthcoming functions should be filed by month, i.e. arranged in chronological order.
For regular clients, master files are kept separately and in an alphabetical order. They are used to
keep records of all previous functions.
3.5 Filing System
- Forthcoming Functions
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Any forthcoming function files are kept in a cabinet according to the month of the event in
chronological order.
- Function of the Month
Functions files for the month are taken-out from the ‘forthcoming function file’ as soon as the
function information has been issued. The function files are then retained in a trace file according
to date.
- Cancellation File
Upon cancellation, the function file is to be marked as "cancelled". Reasons should be briefly
stated, and filed in a cancellation cabinet/folder according to chronological order for future
reference.
- Past Functions
As soon as thank you letters have been sent-out, any past functions are filed in alphabetical
order, i.e.; Ithaca Group; File under 'I' / Mr Kasikorn K.; File under 'K'
- Master File - Birthday
Function information of birthday functions are kept in a master file in chronological order. It is
used to trace back the previous record of birthday function in order to trace it for next year's
birthday party.
- Master File-Wedding
Function information of wedding function is kept in another master file in chronological order. It
is also used to trace back the previous record of wedding function in order to invite couples to
their first anniversary.
- Function Information File
A copy of the function information of each function must be kept in a function information file
according to chronological order, helpful on enquiry where details of past function are
insufficient.
3.6 Follow-Ups
As a rule, all 'Tent' function files for functions within the following 6 months are to be taken-out
twice a month, reviewed and updated. For functions later than the following 6 months, the
function file is to be taken-out once a month. The review and updating of the function files is to
be done by the respective sales person.
If any function needs follow-up on a specific date, a trace date is to be issued by the respective
sales person.
3.7 Coordination
Coordination is critical to the success of any banquets. Coordination is done by means of daily
briefings, function information and forecast reports, personal contacts or telephone
conversations.
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3.8 Proposal Email/Letter/Fax
For every function a contract agreement is send to the client containing details such as; prices,
setup styles, menus, duration, policies, deposit terms etc. It is important that all details are
clearly listed and completely explained to avoid further issues.
Should the proposal email/letter/fax give the client a choice of different priced items, it is to be
clearly indicated. Once the client replies, informing the hotel/resort which items are to be
chosen, the following options apply:
- Changes are made on the contract (by the client) and the client returns the signed copy.
- Request the client for the all details and propose a revised proposal/contract. This can only
be done if the time allows doing so.
3.9 Function Order
For every function a Function Order is to be issued according to the distribution list. A Function
Order is to be sent out 2-4 weeks prior to the event or as soon as all details are available. A
Function Order is to contain all relevant details.
The Function Order is numbered consecutively and the numbers are to be recorded in a log book
with Function Order number, date, name of client. Every January 01, it starts again with #0001.
The Function Order is filed in a function file.
Amendments and cancellation on Function Orders are done by issuing a revised Function Order
with indicated amendments.
3.10 Cancellation Charge
For functions for which a deposit to confirm the booking has been received, the deposit is only
refunded if the cancellation was made (x) days prior to the actual function date (depending on
DHR contract/policy). A cancellation clause in the proposal/contract is stated. For any cancelled
party a lost-business report is to be filed-in.
3.11 Menu Selection
Standard menu selection with a corresponding price list, courses of menus etc is available.
Should the guest require additional menu proposals, the Sales person and the Executive Chef
proposes new menus accordingly.
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3.12 Banquet Expressions
Expressions which regularly used in banqueting:
- Podium: The speaker’s stand

- Platform: Stage for head table, band etc.
- Backdrop wording: Wall mounted wording in a function/event room.
- Directional signs: Signs in the lobby, in corridors and in the front of function rooms.
- Cash bar: Every individual guest pays his/her own beverage consumption in cash.
- On consumption bar: Drinks will be charged according to the number of drinks, served and
are charged to the master account of the function, or the party who has made previous
arrangements to pay for the drinks.
- Open Bar: Sales prices are per hour and not as per individual consumption/item.
3.13 Guaranteed Number of Person
For every function where a charge per person applies, a guaranteed number of persons (x) days
prior to the actual function are required (depending on DHR contract/policy). On the function
order, the guaranteed number is to be indicated, and the setup number shall not exceed 10%
above the guaranteed number. For a party below 100 persons, the setup number might be up to
20 persons exceeding the guaranteed number.
Every time the client advises of a new guaranteed number of persons, a letter/fax is to be made
for the client’s signature to confirm, the function order is each time updated as soon as a new
change in the guaranteed number has been confirmed.
3.14 Forecasts
The following forecasts are made by the Director of Service/Assistant Director of

Service/Banquet Manager or Supervisor, F&B Manager or Assistant (depending on
organizational structure).
- 10-days forecast: To be made weekly, distributed to all concerned.

- 1 month forecast: To be made by-weekly, distributed to all concerned.
3.15 Client History Card
For every client where future or repeat business is possible a history card is to be created and kept
up- to-date, archived in chronological order.
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4. Setup of Function/Events
Banquet (Pre) Setup
- Chairs (remove with a chair caddy) and tables are moved to the function room, 6 to 8 hours
prior to the function’s start.
- Trolleys are used to transport equipment.
- All setup begins with a clean room. A room is considered clean when all unnecessary
equipment is removed and the room has been properly vacuumed, dusted and polished.
- Floor plans must be followed strictly in order to avoid wasting of human resources and
double- jobs.
- Setup is symmetrical, equal and aligned.
- Setups for meetings must include water glasses, note pads, pencils and fruits/candies unless
otherwise specified.
- All head tables for meeting setups and all stage setups must be properly decorated and shall
not be skirted.
- All tables, chairs and amenity setups are in-line with the concept of the event.
- Visual aides must be clean, properly working ad completed with its necessary accessories.
- Head tables for meetings have full amenities set.
- At the end of every function chairs must be stacked-up and returned to the store area.
4.1 Registration/Reception
- Table with table cloths or a wooden registration desk.

- Flower vases, garbage bin, full amenity setup as requested.
4.2 During Refreshment Breaks
- Align all chairs.

- Clean floors and rearranged table top setup.
- Do not disturb business papers, briefcases, folders, books or other equipments not belonging
to the hotel.
- Replace all dirty glassware.
4.3 Banquet Bar
- Setup of Cash bar with an extra table and chair for cashier(s), petty cash, register as per
standard.
4.4 Buffet Table Arrangement
Where no table service (service by plate) is provided, table space must be provided for the
display of main courses, appetizers, bread and butter, condiments, desserts and beverages.
Tables can be arranged to create buffet spacing/setup that guests can easily serve themselves
without having to wait in-line. Rectangular tables can be combined to form V-shapes, U-shapes,
L- shapes, hollow squares etc.
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Half-round and quarter-round tables can be arranged to from ovals, S-shapes, hollow circles,
etc. Tables can be arranged to form islands for different types of cuisine and themes. Table
cloths shall be long enough to hide table legs and are 5cm off the floor. Skirting is not adequate
in modern banqueting.
4.6 Flower Arrangements - Types of Arrangements
Table flowers, bouquets, arches and garlands for weddings are arranged and prepared by the
Florist stated on the Function Order.
VIP Flower Setup
- A VIP setup should be indicated by listing the specifications on arrangements in the column
'Flowers/Florist' of the Function Order.
4.7 Signage
Two directional signs should be produced for each function to be placed at:
- Lobby (sign board)

- Entrance at the Ball room/Function room (standing sign board)
Lettering is made by the artists. Specifications must be given at least one week prior to the date
of the function so as to give sufficient time for preparation. Foam lettering is prohibited due to
environmental reasons.
4.8 Meeting/Function Rooms
Requirements depend on external demand and are influenced by the character and location of
the hotel/resort. Rooms are multi-functional, being used for business, leisure, private parties,
meetings of societies and other purposes. The need is for arrangement of furniture and facilities,
including built-in A/V aide equipment, adjustable engineering services, large furniture storage
areas and efficient F&B services.
Maximum flexibility is provided by sliding or folding partitions into separate areas, each self-
contained having separate entrance and independent service facilities. Movable portion must
provide a high degree of sound insulation and this involves special attention to the design panels,
joints and supports. In addition, lighting, air-conditioning, sound systems and other engineering
services must be capable of separate operation and control with provision for balancing when
the room condition change.
One method of increasing space utilization is to combine daytime use of rooms for small business
meetings etc. Rooms for multi-purposes must be larger than normal guest rooms and provide
facility for family use during vacation periods. The room must be easily converted with minimum
of effort and disturbance features such as sliding or swivelling bed recesses, convertible divans,
closets for desks and furniture.
Meeting rooms should be directly accessible from the main or a second lobby. Large ball
rooms/function rooms should be located near the street approached through stairs or elevators
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leading directly to the entrance foyer. Separation from the guest rooms is important to facilitate
management and reduce noise disturbance. Sign posting and directional support is essential
throughout the Hotel/Resort.
Pre-function rooms/foyers are usually necessary to provide a reception/registration area.
Tables will usually be rectangular with provision for linking together to meet banquet needs. In
larger rooms, circular tables may also be provided. Seat spacing is usually based on width 60cm
per diner.
To allow easy arrangement and storage, furniture should have the following characters:
- Light weight but robust/strong.

- Fitted with protective ends to legs.
- Stackable into mobile carrier.
- Inter-changeable.
- Replaceable.
- Linkable to form rows.
- Resistant to marking.
- Durable resisting, scraping and impact.
- In-line with the character of room and hotel/resort.
Also, service trolleys, mobile side boards and other meal sources equipment shall be provided. A
temporary bar (moveable even) or permanent is to be considered. Carpet and furnishing are
moveable.
Special requirements for meeting rooms:
- Dance floors
- Band stages, stands and
equipment A/V equipment:
- LCD Projectors, Plasma TV’s/LCD TV’s

- Built-in or moveable PA speakers
- Slide projectors, tape speaker extension
- CD/DVD/MPEG/XVID/HDTV/HDD/USB Players
- Microphones, wireless microphones
- Projection screens (moveable or built-in)
- Pin board, display board, flip charts
- Remote lighting and air-control
- Portable closed circuit TV/Camera and projection equipment
- CCTV surveillance
- Control room or moveable control panels/switch boards
- DJ sets/turntables
- Additional special lighting equipment for show performances etc.
4.9 Conferences and Banquets
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Success or failure of any conference or banquet depends on the quality of the speakers, the
amount of assistance or information and the degree of learning which participants received.
These elements are out of the control of the Hotel Management.
Arrangement for Conferences
Organizers and leaders of such meetings are likely to be impressed with the fact that the hotel
associate knows what he/she is doing. Confidence in the smooth running of these arrangements
will undoubtedly lead to more business in the future.
Checklist of the information needed from the organizers must be prepared in order that a
systematic plan of campaign can be setup. A checklist below reads such possible details needed:
Dates to be set:
- Majority of group arrival/departure, late arrivals, release of reserved rooms not taken-
up. Type of arrangement/event:
- Wedding, dinner, meeting, funeral, anniversary, conference
etc. Attendance to be ascertained:
- Total number of guests expected, plus wives/children/relatives (if any).

- Total number of participants.
- Total number of adults and children
Overnight accommodation to be ascertained:
- Number of DBL/TWN/SGL/TPL rooms, suites etc. and comp.
rooms Meeting requirements:
- Conference room(s), Annex(s), Cloakroom(s), changing room(s), Number of tables and chairs.
- Decoration concept; banners, flags, canvas, logos etc.
- Flower arrangements/ plants
- Microphone(s), wired or non-wired
- Projectors or other visual aid
- Paper, pencils, notepads etc
- Lectern
- Platform(s)
- Carpet(s)
Organization of F&B services:
- Menu sections, members per table, shape of tables, bar facilities, appetizers with drinks,
tea/coffee facilities, starting and finishing times of meals and breaks, venues of meals and
breaks.
Conferences and Banquets – continued
Basic costs:
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- Double rooms, single rooms, Suites, Executive Floors, Children rates, conference room(s),
additional room(s), business centre and its facilities, parking, drinks (‘open bar’ or ‘by
consumption’), main meals, breaks, coffee/tea service.
Other services to be costed:
- Provision of special equipment, i.e. projector, microphones etc.

- Provision of personnel for service of above.
- Provision of flowers.
- Complimentary meals and/or accommodation.
- Sign/place cards, gratuities.
General Information
The Hotel/Resort should be prepared to make suggestions and arrangements for the
entertainment of the relatives (wives, children) and friends not participating the event/function.
A list of facilities is helpful and may list as the following:
- Shops and stores within the property or nearby

- Kids activities (chargeable or free)
- The hotel’s/resort’s restaurants and leisure facilities.
- Theatre and cinema program.
- In-house DVD movie program (if applicable).
- Excursion arrangements specially tailored for this group.
- All transportation facilities available.
- Baby sitting facilities.
- Availability of guides and tours.
Opportunities for promotional events within the hotel can be means of increasing income from
conference.
4.10 Possible Characteristics of Conference/Meeting Rooms
Services
- Conference rooms preferably be windowless, artificially lighted and air-conditioned and the
following points indicate why this should be so. It amounts to the fact that the speaker or
instructor can then control all these factors.
Windows
- If a conference room has windows, all curtains/blinds should be pulled over existing windows
to allow greater concentration on the guest speaker.
Possible Characteristics of Conference/Meeting Rooms - continued
Lighting
- The eye is always drawn to either the highest luminous point or the one which has the highest
color intensity. Therefore, it is important that the speaker should be illuminated and seen
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against a very simple background which is preferably darker then the rest of the room.
Beware of concentration of light, if, which can cause glare, forcing the speaker to step aside
to avoid this painful experience or give his/her performance in discomfort. It is a simple
matter to shield or cover the light source.
General Information
The Hotel/Resort should be prepared to make suggestions and arrangements for the
entertainment of the relatives (wives, children) and friends not participating the event/function.
A list of facilities is helpful and may list as the following:
- Shops and stores within the property or nearby

- Kids activities (chargeable or free)
- The hotel’s/resort’s restaurants and leisure facilities.
- Theatre and cinema program.
- In-house DVD movie program (if applicable).
- Excursion arrangements specially tailored for this group.
- All transportation facilities available.
- Baby sitting facilities.
- Availability of guides and tours.
Opportunities for promotional events within the hotel can be means of increasing income from
conference.
Heating
- Noise of bad air-conditioning or heating system in operation must be avoided. An audience is

more responsive mentally if they are seated in a slightly lower ‘climate’ than normal
temperature. There should be an awareness of a flow of air cross the room, at least a
movement noticeable.
Noise control
- Lift operations, opening and closing of doors, walking or talking are to be cut down to a
minimum. It is important that distractions of all kind are avoided.
Chairs
- Chairs shall be comfortable with semi-padded seating but without front edge. The speaker’s
chair should be always brighter-colored fabric to keep the attention of the audience’s field of
vision. Chairs should be stackable sot that the room can be easily cleared and setup.
Possible Characteristics of Conference/Meeting Rooms - continued
Tables
- Flat-topped foldable tables of uniform size are better than one or two large ones. Also they
must be of light-weight, no obstructions for the knees and a rod underneath for the feet to
rest.
Platform
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- A raised speaker platform must be set in order to give best visibility. The nearer the speaker
is located to the ceiling, the better will the audience at the back of the room be able to hear.
General
- The lay-out of the room is to be discussed and planned beforehand depending on purpose
and multi-functional usage. A series of diagrams of seating arrangements should be drawn-
up and checked with the organizer/leader before each meeting.
Other points to be checked are:
- Seating styles (classroom, theatre, u-shaped, top tables) and for how many participants.
- Size of conference room; Length, width, height. Is this adequate (comfortable) for the group,
if seated as required?
- Is there space for coffee breaks in the room or will it be served outside?
- When is the latest dead line of finishing all setup and its equipment?
4.11 Business Meetings
Some minimum requirements:
- Required number of chairs arranged in the form requested.

- A platform.
- A presiding officer’s table and chairs.
- A lighted lectern (either table or floor type).
- A gavel.
- Water (bottled) and glasses on the speaker’s table.
- A black board/flip chart/white board.
- Chalk/Pens.
- An eraser.
- A pointer.
- A national flag (for public gathering).
- A/V tools.
- Any other latest sophistication.
- The hotel logo/wording on the back (drop).
Key Points:
- Entrance and exit facilities for material and properties, as well as guests, facilitating
movement without delay.
- Provision for adequate parking varies for guests and meeting sponsors.
- Provision of safety features including properly marked fire exits, properly fused circuits,
adequate floor load capacity and flame-proofed drapiers.
- Provision for adequate electric circuit, 20-amperes min. capacity with outlet, both at front
and rear of room. All lights are controllable from one light switch panel.
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- Air-condition and heating should be controlled by a room thermostat which can easily be
adjusted without services of the associate.
- Ventilation should be provided and washing rooms and drinking fountains should be
arranged near by.
- Top quality sound systems are a must. In addition to lectern mike, there should be provision
for “lavaliere’, microphones for panelists and portable microphones for audience
participation.”
- Minimum required A/V equipment must be available in sufficient quantity.
- Associates must be readily available to assist in setting up the room and equipment for a
meeting.
- Provide F&B services for breaks and meals in an efficient manner. For larger properties,
separate wing with kitchen equipments should be setup/installed.
- Provide convenient outlet and space for projection equipment to keep audience distraction
to a minimum.
In smaller Hotels/Resorts, it is uneconomical to own meeting equipment which is very costly.

The Hotel/Resort should consider arranging needed equipment with local suppliers on a rental
basis/contract. This may include the following equipment:
- Sound projectors, LCD Projectors, Slide projectors, PA Systems.
4.12 Outdoor Catering (Off-premises Catering)
It is also known as off-premises catering. The Hotel/Resort providing outdoor catering facilities
should make it a continuing activity to ensure the fuller utilization of its equipment and
associates. A full and comprehensive sales service such as, meals, drinks, confectionary,
tobacco, kiosk, merchandises etc. should be provided in these functions.
The following points should be included in the initial survey to be conducted for proper planning
of outdoor catering:
- Type of function
- Size of function
- Date and time
- Site and distance to Hotel/Resort/depot/store
- Local transport facilities
- Local commodity supplier
- Availability of associates and equipment/facilities
Outdoor Catering (Off-premises Catering) - continued
An important note in this regard; Remember that associates from the F&B operation team used
in the regular operation might be taken-out of the regular operation, thus hiring of temporary
associates might be considered. The same applies for the equipment and transportation used.
- Layout of site
- Number or people expected
- Availability of electricity, gas, water, sanitary installations, wastage disposal
- ASP of people attending
- Occupancy of the Hotel/Resort (to schedule additional resources for the outside event)
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- Kiosk and merchandise stand/booth
- Time allowance for setting up catering units and dismantling
- Type of license required
- Provision of mobile units adaptable to hot and cold food items
- Communication facilities to ensure coordination and control of associates and continuous
supplies of commodities
- Arrangement for photographers/internal-external PR/DVD camera team etc.
- Press and the Media
- Provision for changing rooms and toilettes
- Insurance against fire/weather
- Provision of first-aid
- Available A/V and PA system as required
- Needed resources of Housekeeping and Engineering
- Forecasting of weather reports and possible rain-protection
- Safety regulations of employees for loading and unloading of equipment
- Estimate of cost of overhead
- Type of service received; Buffet service/Service by plate (table service)/Takeaway Service/
Supply of hot dishes/Beverage service
- Clearing and cleaning facilities (Stewarding)
- Containers for small and disposable items used
The person in charge needs to be decisive, quick to command and adaptable to various
situations. Everything is possible during an outdoor event!
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5. Account, Audit and Control

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

- A function diary, which lists details of all functions in date order.
- A function chart, which provides a visual record of all functions arranged for a period ahead.
- In-house information and restriction list.
The revenue and the direct costs can be ascertained with accuracy. The volume of identical
meals prepared and served together enables the Hotel/Resort to have higher profit margins; as
such functions represent the second most profitable hotel product after rooms.
5.2 Revenue
The various sources of revenue and cost of banquets are:

- Food and Beverage
- Music and Entertainment
- Decorations
- Mechanical work equipment
- Other labour
- Printing and Stationary
- Souvenirs and favours
- Rentals of equipment
- Miscellaneous
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5.3 Expenses
Music and Entertainment
- Music and Entertainment hired for banquet
purposes. Decorations
- Cost of flowers, plants and decorations purchased for banquet purposes and charged to
banquet engagers. If, however, the hotel/resort operates a florist department, the sales and
cost of flowers, plant and other decorations furnished by the florist should be credited and
charged, respectively to that department.
Mechanical work and Equipment
- Setting up and removing of stages, scenery, specific electric wiring, spotlights, moving
pictures projectors, PA and A/V equipment, material and labour furnished by the mechanical
department.
5.4 Other Incomes
There are other sources of Hotel/Resort income which is not connected directly with the
operational activities.
All these incomes are received in small amounts from different heads:
Rentals
- Space used for the operation of a hotel as a part of usual hotel service. Rental received from
these are credited to Rental Account.
Some of these are sub-heads of income:
 Office Rentals/Rent from Clubs/rent from lobby space, show case and other spaces.
Concessions
Revenue received from outside for the privilege of operating departments which might be
operated by the hotel itself as part of the usual hotel/resort service. Expenses to the hotel/resort
in connection with the operation of a concession service which would be charged as departmental
expenses. If the department were operated by the hotel, should be charged against the income
received from the concessionaire are credited to this account.
Some of the sources of revenue of concessions are:
- Barber shop/ Beauty shop/ Cigars and news stand/ Gift shops/ Guest laundry/ Restaurants/
Swimming Pool, Baths/ Transportation/ Valet/ Foreign Exchange/ Casino.
Interest
The hotel/resort earns interest on bank deposits and other investment of spare funds.
Foreign Exchange
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Foreign currency and traveler’s cheques are normally exchanged by hotels for guests at rates
more favorable to the hotel than those offered by banks to safeguard against fluctuations in
rates between their encashment by the hotel an their sale to the bank, and sometimes to include
simply a charge for the service provided.
Commissions
The following incomes received as commissions are credited to this account:
- Commission from taxi and care hire/ Garage and Parking Lot/ auto rentals/ radio and TV/
Photographers/ Theatre and travel agencies and other suppliers to guests.
Vending Machines
The revenue derived from vending machines less the cost of the merchandise sold is directly
credited to this head.
Cash discount earned
All discount earned from creditors due to cash payment within the discount period are credited to
this account.
Salvage
It includes revenue derived from the sale of waste, paper, bottles, cans, incidental articles,
obsolete material and used cooking grease.
Miscellaneous
‘Other’ incomes which can not be grouped under any of the above heads are credited to this
account.
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6. Payment Arrangements
6.1 Types of Payment Statements (Bill)
- Food bill/payment statement
- Beverage bill/payment statement
- Miscellaneous bill/payment statement:
 Room rental
 Equipment rental
 Miscellaneous Charges
6.2 Deposits
A deposit must be requested and paid prior to the event (amount of days is depending on the
contract agreement). The balance is to be paid upon departure of the group, unless otherwise
agreed/stated or contracted.
When a group confirmation is made through the responsible Sales person to its client a ‘Function
Order’ is to be issued and send to the Finance Department for debit note issuance. Upon receipt
of the deposit, a deposit receipt record is sent to the respective Sales person confirming receipt
of deposit.
For clients/Corporate accounts requesting no deposit, the Sales person may receive
authorization and approval from the Dir. of Sales & Marketing. For trusted accounts, the Sales
Department and the Finance Department can mutually agree and continuously update a list of
credit accounts for waiving requirements of prepaid deposits.
6.3 Balance Payment
All F&B function information shall be settled by cash or credit card upon departure. Cheques are
not accepted for settlement of F&B expense unless prior approval has been given from the
Director of Finance.
6.4 After Billing
For improved customer service, billing after departure may be granted to credit worthy and
trusted client accounts. In such case, a letter/fax/email of authorization is to be received in
advance from the client to confirm expenses that are covered on its company account.
Payments received for F & B expenses should be recorded on a control list and passed to Finance
Department for receipt issuance and recording.
6.5 Cancellation
For functions where a deposit has been received, the deposit is refunded only if the cancellation
was made (xx) days prior to the actual function date (depending on contract agreement and
policy). For any cancelled group/account, a lost business report is to be filed.
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6.6 Payment Settlement
Cash bar
- For cash settlement; the Banquet Manager/Supervisor shall return (to the cashier for
posting), the original and signed copy of the payment statement, while the account copy is
retained by the cashier.
- For city ledger charge; the signed check is given to the cashier for posting and all copies
retained by the cashier.
Master bill
The master payment statement must be prepared by the person in charge of the function and is
settled either by cash or by credit card. For credit card payments; the cashier shall check the
outstanding balance and request approval from the credit card company.
If the guest is to sign the payment statement, it shall include:
- Billing address
- The person authorized to sign the master payment statement
- The amount of advance deposit received
The payment must be received within (xx) days (depending on the contract agreement or the
hotel’s/resort’s policy) corresponding to the date of invoice.
7. Event Forecasts & Reports

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

- Room Sales compared to budget
- Other Income compared to budget
- All cost expenditures
- Covers compared to budget
- Additional remarks
8. Banquet Service Organization

8.1 Run-down Instruction
According to the ‘Function Order’, the Banquet Manager/Supervisor must prepare a ‘run-down’
and assign associates to prepare the ‘mis-en-place’ and the setting-up of the function room.
8.2 Briefing
The Banquet Supervisor/Captain must organize a briefing before setup of the event. The following
points shall be covered:
- Briefing on floor place/location

- The name & program of the event
- Assigning of associates to each station
- VIPs and requests
- Grooming standard
- Reminder for personal belongings of guests
- Who the organizer is and that all communication is handled through the designated
employee of the hotel only.
- Payment arrangements
- Operating hours and break times for each employee
- Others:
 Information of food menu items, service style and technique used
 Served beverages and wines
 Payment type
8.3 Final Inspection
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Prior to the commencement of each event, the Banquet Manager/Supervisor/Captain or other
associate assigned must ensure the setting of the room/event is completed and the facilities
required are properly set.
The following is a general checklist for the final inspection (use specific check list attached):
- Check room for the proper number of tables and chairs, table numbers, directional signage,
seating floor plan.
- Check room to ensure that the proper equipment is in place, such as spotlights, overhead
projector slide projector, microphones, flags and/or other miscellaneous items requested on
the Function Order.
- Check room to ensure that the proper items are in place, such as cakes, flowers, etc.
- Check room for proper cleanliness, light level, air-conditioning and unusual noises.
- Check all A/V equipment with Engineering for smooth operation.
- Check room for potential safety hazards, such as damaged chairs, tables, sofas, tripping
hazards, such as carpet, microphone with flower arrangements or other combustible décor.
- Check the restroom facilities to ensure that they are operational and clean.
- Make sure all associates (including casual labour) are on time, in proper uniform and
groomed and familiar with their assignments.
9. Sequence of Banquet F&B Service
Breakfast
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1. The Banquet Supervisor or Captain (depending on organization chart) is to double-check the

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

reception table, signage, food display etc. according to the ‘Function Order’.
2. The Banquet Supervisor/Captain executes a final inspection 30 minutes prior to guest arrival.
3. Steps 1-6 as listed under ‘Breakfast’ ‘Service by Plate (Table Service)’.
4. The Servers/Runners pour water 5 minutes prior to the event (some DHR properties may
serve water differently).
5. The Servers/Runners pull the chairs for the guest while ladies are seated first.
6. After guests are seated, the Servers/Runners unfold the napkins and begin to serve the
7. The Banquet Supervisor/Captain reconfirms the final number of guests (with the organizer).
8. The Banquet Supervisor/Captain informs the kitchen for the final number of guests.
9. The Banquet Supervisor/Captain serves wine (if applicable) and the Servers/Runners line-up for
the first course pick-up.
10. The Serves/Runners serve the plates according to seating plan and check regarding the;
proper condiments, utensils and dishes, that crockery and presentation is as per standard
and finally the right main course is served to the right guest.
11. The Serves/Runners approach the table in-line.
12. The Serves/Runners remove the cover (if applicable) and start to serve the women first in a
clockwise direction. Each table must be completed before moving on to the next table.
13. Servers/Runners serve supplement, beverages and pick-up orders and clear tables, while
Supervisors/Captains supervise the Runners and Servers, control the guest flow and attend
to all guest requests immediately.
14. After appetizer/salad/first course, the Servers/Runners remove the soiled plates.
15. Soup is server with its saucer and doily.
16. Servers/Runners might reset for main course.
17. Servers/Runners clean the table before serving the dessert (salt, pepper, condiment is
removed). Depending on standard, wine glass is removed as well.
Service by Plate (Table Service) - continued
18. Depending on size of the group, coffee/tea service crockery and sugar bowl is preset, and
coffee or tea served by the Runners after dessert is finished.
15. After finishing of breakfast, Hostess(es) escorts the guest to the next venue or out of the
outlet/room.
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19. Banquet Supervisor may attend to the payment settlement (depending on the corresponding
9.4 Buffet Service
- The Banquet Supervisor/Captain checks the banners/poster/wording, flower arrangements,
reception table, signage, food display etc. according to the ‘Function Order’.
- Kitchen associates standby at the buffet line to explain, serve and refill of food items, further
to maintain the presentation and to replenish service and kitchen equipment on the buffet
line.
- The Stewards coordinate with Kitchen associates regarding the quantity of food items to be
served, prior of placing chafing dishes with reference to layout plan.
- The Steward place serving equipment, crockery and other accessories needed onto the
buffet line(s).
- All tables are pre-set with milk, cream sugar, all crockery and cutlery used for breakfast
service (depending on size of group and the hotel’s standard).
- The Banquet Supervisor/Captain executes a final inspection 30 minutes prior to guest arrival.
- The Servers/Runners pull the chairs for the guest while ladies are seated first.
- After guests are seated, the Servers/Runners unfold the napkins and begin to serve the
- The Servers assist the guests by pulling the chairs when moving to the buffet lines or bathroom.
- Servers/Runners serve beverages, clear and clean tables, while Supervisors/Captains supervise
the Runners and Servers, control the guest flow and attend to all guest requests
immediately.
- Runners remove soiled dishes and refill beverages.
- Runners/Servers replace new sets of cutlery where necessary.
- Runners/Servers begin to serve coffee/tea after dessert.
- After lunch/dinner is finish, Hostess(es) escorts the guest to the next venue or out of the
outlet/room.
Cocktail Reception
- The Banquet Supervisor/Captain coordinates the bar setup with the Bar Supervisor/Captain.
- The Servers/Runners prepare the cocktail napkins, plates and cocktail-picks, etc.
- The Stewards setup the chafing dishes (according to the ‘Function Order’), if applicable. Some
cocktail reception might use the pass-around service style.
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- The Kitchen/Florist sets up the centre-pieces and decoration according to the theme and
layout plan.
- The Banquet Supervisor/Captain inspects the location setup 30 minute prior to guest arrival.
- The Banquet Supervisor/Captain reconfirms with the Chef regarding the setup and time.
- The Banquet Supervisor/Captain executes a final inspection.
- Servers/Runners do not open the chaffing dishes prior to the function.
- Servers/Runners serve the beverages and pass-around items.
- Servers/Runners are able to explain and giving information to the served items.
- Servers/Runners clear and clean, while Supervisors/Captains supervise the Runners and Servers,
control the guest flow and attend to all guest requests immediately.
- After the event has finished, Hostess(es) escorts the guest to the next venue or out of the
outlet/room.
Coffee and Tea Break
The same sequences are followed as above mentioned ‘Cocktail Reception’, in addition mostly juice
and coffee and tea are served with some snacks, also there might be a cash bar used with Cashiering
facilities as well. The Banquet Supervisor/Captain will find the time during coffee breaks to approach
the organizer for any further amendments to be made.
Meeting
The Banquet Supervisor/Captain must check all the equipment before the meeting starts (as per the
Hotel’s/Resorts separate Check-list).
Before each Meeting, the following points should be checked:
- Wardrobe assistance is available.

- Valet parking is available.
- The seating is arranged as planned.
Meeting - continued
- The location of any additional chairs and tables.

- The room temperature.
- Water (bottled) and glasses at lecturer and conference tables.
- Ashtrays, pencils, notepads, name cards/tags/stands for participants/lectures etc.
- Signs directing members to the conference room.
- Acoustics; to be checked for echoes or dead spots.
- All plug-in equipment is working.
- Microphone cords are long enough.
Food & Beverage
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Manual
- Where film screen provided, balanced and steady.
- Spare fuses or standby circuits ready.
- Sufficient extension cords and adaptors.
- Is the room dark enough for projection?
- All heating, air-conditioning and fan controls working.
- That everyone can see the platform when all seats are filled.
- That ‘in the event of a fire’, notices are promptly displayed.
- ‘Do not leave your personal belongings unattended’ signs placed.
At the End of a Meeting
- For lost or forgotten property.

- The removal of organizer’s property for safe keeping.
- The return of any hired equipment.
- The removal of promotional material relating to the last session.
- All A/V equipment is cleared and locked-up in stores.
- Clearing of entire setup, locking of function room.
Sequence of Service
- Servers/Runners pour water 10 minutes prior to function start.

- After commencing of the event, service associates should leave the room with the exception
of a Captain (and Servers) to attend to the organizer’s need.
- Meanwhile, Servers/Runners prepare up-coming coffee breaks, lunch or dinner ‘mise en
place’.
- During coffee break; the assigned Servers/Runners refill water and stationary items but do not
touch/remove any personal belongings/documents.
- The Banquet Supervisor/Captain double-checks number of attendants with the organizer for
the lunch/dinner.
- After coffee break, all service associates will leave the room.
- According to the schedule, the Hostess(es) will escort the guest to the lunch/dinner venue,
and the Servers/Runners clean the room.
- After lunch, the guests will return to the function room and the Server/Runners commence
‘mis en place’ work for additional coffee break, lunch or dinner following after the meeting
event.
- After the event has finished, Hostess(es) escorts the guest to the next venue or out of the
outlet/room.
10. Policies
10.1 Car park Policy
Car park for banquet clients are normally offered "Free of charge". Parking tickets might be needed,
stamped to validate the ticket. The stamp is placed on the registration desk in front of the function
room of each function.
In case of large functions, such as wedding parties etc. which requires sufficient parking lots, the car
parking requirements are listed on the ‘Function Order’.
© J. Negi, Professional Hotel Management, S. Chand & Company Ltd.,


Food & Beverage
Hotels & Resorts

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

- Linen exchange for banquet takes place according to the opening hours. In case of
emergencies after the official opening hours, Banquet Manager/Supervisor/Captain must
inform the duty Housekeeper in charge. Urgent requests are recorded. Request items are
returned the next day.
- Banquet associates pre-count all soiled linen before returning to the linen room/attendant for
re-count and exchange. Linen room count column on the exchange list is completed by the
Linen Room Attendant.
- Final comparison of banquet and laundry in exchange sheets. Derivation is remarked and to
be received after cleaning and pressing is finished.
11. Banquet checklist - Sample
Function name:
Location:
Date:
Time:
1) Check lobby signage & escalators

2) Check function's signage and if a telephone is available in each room
3) Foyer & guest corridor clean?
© This material is copyright protected and is property of Daniel G. Fuchs and Stephan Faessler. Reproduction without permission ted.39
is
Food & Beverage
Hotels & Resorts

Manual
4) Toilet manned?
5) Enlarged floor plan is correct?
6) Ventilation:
6.1 Check adequate temperature

6.2 Check Smelliness of air-condition
7) Lighting
7.1 All bulbs on?

7.2 Follow-spot light (test 40 min. before event starts)
8) Carpets clean?
9) Linen
9.1 Clean table cloth without holes

9.2 Clean napkins in proper shape & without holes
10) Table set up
10.1 Stainless and/or silverware clean?

10.2 Chinaware clean?
10.3 Glassware clean?
10.4 Condiments clean & filled-up?
10.5 Menu properly printed & clean?
10.6 Name cards are placed?
10.7 Candles/Light decor in proper shape?
10.8 Table & chairs set in proper position?
11)Flowers plants arrangement
11.1 How many pieces of bouquet?

11.2 How many pieces of centre-piece?
11.3 Exact quantity of individual flowers ordered in pieces?
11.4 Nicely arranged and presented?
11.5 Plants well presented?
11.6 Any garbage left inside the plant's box?
12)Dance floor & stage
12.1 Clean (floor & rim), not sticky?

12.2 Sufficient room for all musical instruments?
12.3 Dance floor smooth enough for dancing?
© This material is copyright protected and is property of Daniel G. Fuchs and Stephan Faessler. Reproduction without permission is prohibited.
Food & Beverage
Hotels & Resorts

Manual
13)P.A system and engineering equipment
13.1 Microphone behind the speaker?

13.2 Exact quantity of microphone and speakers?
13.3 Tape/CD/DVD/Karaoke rack?
13.4 Movie projector?
13.5 Overhead projector?
13.6 Slide projector?
The above items should be tested 40 min. before function starts.
14) Backdrop
15) Buffet set up
15.1 Table cloths with under-lay?

15.2 Chafing dish proper setup with hot water?
15.3 Cooking fuel (inflammable)?
15.4 Cold dishes in adequate position?
15.5 Dinner plates & dessert plates?
15.6 Serving spoons & fork, plus spare?
15.7 Dressing for salad ladle?
15.8 Sauce for specific hot dish?
15.9 Butter sculpture in good shape? (if applicable)
15.10 Ice carving/other decorative items? (if applicable)
16) Bar
16.1 Proper setup/nicely presented and arranged?

16.2 Adequate bar set according to the floor plan?
16.3 Cashier for cash bar?
16.4 Wine ready?
16.5 Service tray ready?
16.6 Ice buckets and tongs?
17) Service station
17.1 Stainless and silverware
Chinaware clean?
Glassware clean?
The underneath plate with dolly is ready?
Condiments?
Sufficient bread and butter?
Ice water?
Station assignment for waiters?
Soiled dish stand?
Service towels?
Coffee machine and equipment set?
Service trays?
Ashtrays?
Sufficient screen to cover the stage?
Food & Beverage
Hotels & Resorts

Manual
18) Service Procedures
18.1 Menu with chef discussed?

18.2 Mise en place with Stewards discussed?
18.3 Type of Service/Service Sequence?
19) Appearance
19.1 Clean uniforms?

19.2 Tidy haircut?
19.3 Shining shoes?
19.4 Proper tie?
19.5 Clean finger nails?
20) No. of service associates
Checked By:
NAME SIGNATURE
Re-viewed By:
NAME SIGNATURE

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Food & Beverage

Hotels & Resorts

F&B Banquet Operation

Banquet Operation Manual Index

2. Categorization of Events/Setups and

Styles Typical Setup styles

Type of Meal Periods

Service Techniques Indicators

Service Techniques used for Banquets

Service Sequences used for Banquets

Filing System - Function/Event Organization

F&B Banquet Operation

Banquet (Pre) Setup

5. Account, Audit and Control

7. Event Forecasts & Reports

8. Banquet Service Organization

9. Sequence of Banquet F&B

F&B Banquet Operation

Lunch and Dinner Service

11. Banquet Checklist – Sample

F&B Banquet Operation

F&B Banquet Operation

Typical Setup styles

2.1 Classroom/Seminar style for Business Events

 PR Functions (Press release, Fashion, Dealer’s Meeting, Seminars, Exhibitions)

Classroom/Seminar setup, important points:

F&B Banquet Operation

Round table set up, some important points:

2.3 Oblong/Rectangular Tables for Formal, Social or Business Events

F&B Banquet Operation

Round table set up, important points:

- Oblong/rectangular tables are primarily used for banquet setups.

2.4 U-Shape for Business Events

F&B Banquet Operation

- Seminar tables are primarily used for meeting setups.

2.5 Congress/Theatre style for Business Events

 Meeting/ Press release/ Seminar/Speeches

Congress/theatre style setup, important points:

F&B Banquet Operation

2.5 Buffet Line

2.6 Free Flow

Bread & Butter, Salads, Appetizers, Soups

Drinks, Wine, Snacks, Special sections

F&B Banquet Operation

Type of Meal Periods

Breakfast Lunch Dinner Supper

Service Techniques Indicators

Service Techniques used for Banquets

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

2.8 Service by Platter - Platter Service - English Service

F&B Banquet Operation

2.9 Guèridon Service - Service from a Trolley with heating Elements

2.10 Voiture Service - Service from a chilled or heated Trolley

2.11 Buffet Service

Buffets cater cold or hot food & beverage items.

Service Sequences used for Banquets

2.12 French Services-Family Service

2.13 Banquet Service

2.14 Catering Service

F&B Banquet Operation

In planning for multi-functional use of rooms, the following is to be considered:

- Additional car parking space/lots.

F&B Banquet Operation