CBR/SOP S/2010/01 OUTDOOR CATERING Outdoor Catering is also called Off Premises Catering and is carried out outside

the Hotel premises. As in the Banquet Halls the Organization must plan to the last detail and an initial survey should be exact and thorough. The following p oints should be included in the initial survey: Type of function Date Site & distance from the Hotel Local transport Local commodity purchase Staff planning Layout of site Number of people expected to attend Availability of water, gas, electricity, drainage, refrigeration Time allowance for setting up catering units and dismantling Type of license, if required. Mobile units adaptable to hot and cold food Lines of communication to ensure control of staff and continuous supplies Photographers Press Changing rooms and toilets First aid Insurance against accidents fire Cost of overheads on a particular site Type of service: find the most suited to each particular catering operation Buffet style service is preferred to restaurant service. Provision of takeaway meal service in disposable containers. Supply of some simple hot dishes: soups, snacks, etc Flexibility of drink service: hot or cold-according to the weather Washing up facilities Containers supplied for litters and disposable items.

A general look step by step at an ODC would be as follows:

A.

ORDER TAKING

Being a very specialized filed of catering, order taking becomes very important as it decides the future course of action. Certain parameters are to be kept in mind while order taking. 1. Does the Caterer have the capacity to provide for what the guests have a sked for. 2. The back-up services available in terms of man, machine and raw material

s are on economic terms. 3. How far is the premises located from the ODC base and will it be cost ef fective to transport to & fro all the infrastructure. Proper Order Taking will decide the basic needs of the guests in terms of Menu, Dcor, Pax, Facilities provided, etc. B. ORGANIZATION

An organization can make or break a party. All most all the equipments that are required for the ODC have to be carried to the site. As a result details have to be looked into, in order to avoid last minute problems and running around whi ch will directly affect the quality of the function. Once the course of action has been decided the timely execution of the jobs comes next. Delegation of wor k is a must since the labour intensive work is involved. C. KITCHEN

The kitchen personnel must have every specification regarding the food preparati ons. It has to be kept in mind that any left overs will be losses and short com ings in the food will reflect on the quality of the service provided by the cate rer and ultimately affecting the future business. Competent manpower plays an i mportant role as food can make or break the caterer s reputation. MARKETING of an ODC is very difficult as the only marketing tool in this type of catering is the word of mouth. As almost all the equipments have to be carted to the premises of the ODC, any lapses in planning in the initial stages will no t only cause inconvenience and short comings in the service but will also cut in to the profits of the Hotel. Each outdoor catering operation is different and varies to some extent in the ma in points that have to be noted during the initial survey from the basic list sh own above one appreciates the organisation needed before hand and some of the pr oblems that may arise at the outset or during an operation. The person incharge needs to be decisive, quick thinker, good commander, adaptable to varying situa tions and circumstances and above all, needs to have the respect of the staff wo rking under him/her. It is expected tht the organization of odc functions must be a very thorough fun ction once on the site. It is often virtually impossible to rectify errors. An y items forgotten or not packed on the transport have many a times to be gone wi thout. This leads to the deterioration of the function could well result in the loss of repeat business. OUTDOOR CATERING CAN BE BROADLY DIVIDED INTO 2 ASPECTS. THE SERVICE SIDE Here the basic working is of the Service department where the whole staff is tot ally involved. THE KITCHEN SIDE

REMOVE PLACE SETTINGS, LINEN & OTHER LITTER & RETURN TO DESIGNATED AREA. Dishes Silver Glasses Napkins Table cloths Paper napkins REMOVE & STORE EQUIPMENTS NOT NEEDED LATER. Tables Chairs Trays Stands

ENTERTAINMENT: ainment can be organized

Inhouse background music In addition the following entert - Live Bands - Indian Classi

cal Band - Dance Troupes - Magician - Clown - Henna Ladies, etc. DRESS CODE: CONFERENCE & MEETING CONFIGURATION:

- Theater -

style U Shape Block Shape Block Shape with hollow Class Room Style

TASK : Site visit for outdoor caterings SOP No. ACHIEVEMENT Upon the Guest inquiry for an outdoor catering a site visit must be scheduled by the Asst. Banquet & the captain in-charge to be nominated for the function to p hysically view the Guest venue Procedure Steps Time For Outdoor function do the following: Exact location of the function Entrance Type of set up Buffet layout Lighting Electrical supplies Music & entertainment Stewarding & clearing area Staff toilet Changing & refreshing room after set up & prior to commencement of service Besides the above all standard information as mentioned in the Guest quotation i s to be secured. Upon confirmation of function the site visit has to be schedul ed between the Asst. Banquet Manager, the captain in-charge of the functi on, the executive chef, the Kitchen stewarding Executive & a member of the engin eering department for the electrical requirement.

TASK : Management attendance

SOP No.

ACHIEVEMENT Management attendance for the inhouse function & outdoor catering. Procedure Steps Time It is mandatory for the following members of the management to attend the functi ons mentioned above. A. Asst. Banquet Manager B. Executive Chef C. Executive Kitchen Stewarding The above personnel have to be present physically at the following intervals: a. One hour before the function starts b. Upon Guest arrival c. Midway of function service d. During closing The physical clearance of the function venue is the responsibility of the Manage r & the Incharge. Should for any reason the above are unable to attend the function, the Asst. Ba nquet Manager to be informed of the same & their assistant to attend.

TASK : Gate pass

SOP No.

ACHIEVEMENT Gate passes for the outdoor catering. Procedure Steps Time Every item that goes out of the hotel has to be entered in the gate pass book st ating the reason for taking it out, the time of taking it out, venue and authori zed by for taking it out. After all the items have been entered in the gate pass book in the presence of t he security personnel a physical check of every item has to be carried out along with the person going out for the outdoor catering. The first copy of the gate pass has to be handed over to the security duly ackno wledged by the authorized person. The same process is repeated upon return to the hotel after completion of the fu

nction where the security counter checks the items against the original copy of the gate pass which is already with the security for the control purposes and to make sure that everything has come back which had gone out of the hotel for the function. Explanation has to be given for every missing item/breakage in the form of writi ng to the Assistant manager Banquets who in turn hands it over to the F & B Mana ger. Person authorized to sign the gate pass book: Banquet Manager Assistant Manager F & B 3. Assistant Manager-Banquets Note:

TASK : Loading and unloading ACHIEVEMENT Monitor loading and unloading

SOP No.

Procedure Steps Time Loading and unloading has to be done with utmost care. Loading and unloading to be done from the loading bay only.

TASK : To attend the function organizer.

SOP No.

ACHIEVEMENT A guest has to be received with a welcome in the hotel lobby by the Assistant Ma nager Banquets and shown the arrangements as mentioned in the quotation. Procedure Steps Time Function organizer is contacted immediately on his arrival into the hotel for th e function.

TASK : Guest information

SOP No.

ACHIEVEMENT Information regarding the function not to be revealed unless specified by the or ganizer Procedure Steps Time No information to be given to the outsiders i.e., the name of the guest hosting the function, the name of the company, their room numbers (if the guest is stayi ng in the hotel) without the permission of the host. Messages to be delivered by the bellboys. Bellboys not to enter the room without the permission of the Assistant Manager-B anquets, or the Senior Captain and should hand over the messages to the above me ntioned persons or hand it over to the person handling the function. If the message is not urgent the same has to be pinned up on the function notice board which is placed out side the room. .

TASK : Attending Government Officials

SOP No.

ACHIEVEMENT All Government Officials to be dealt with by the GM or the Senior most Manager a vailable. Procedure Steps Time All the Government Officials will be dealt by the GM The special arrangements and the special specifications requested by the governm ent officials to be met on urgent basis. Special requirements such as security, protection for the VIPs to be taken care of at the time of booking the function.

TASK : Banquets/conference function action plans from the sales department. SOP No. ACHIEVEMENT Procedure Steps Time Whilst the sales manager/sales executive is negotiating a potential function all necessary details pertaining to either conference or the Banquet Party have to be taken down in details as per the comprehensive list below. Information required from a guest for a conference: - name of the organizer and the function - check in date. -visa's (if any) - lobby notice boards -Airport/rail transfers -Dates and duration of conference. -Accommodation -All meal arrangements. -Conference arrangements (time, status, a/v equipment, tea/coffee breaks and arr angements, special requests, etc.). -Charges for all above arrangements -To whom all billing instructions should be forwarded to. Information required from guests for a banquet function: -Name of organizer and function -Check in date (if accommodation is required). -Number of rooms -Airport/railway transfer -Menu/price -Beverage arrangements/price -Function venue -Function time -Set up and seating arrangements -Entertainment -A.V. requirement -Floral arrangement -Lobby notice board -Decoration -Charges for all above arrangements All above instructions should be addressed to the Front Office Manager & the Ban quets Manager by the Sales Executive in the form of an action plan. This action plan must be issued to the above atleast a week prior to the function date. Any changes or amendments to the above action plan must be furnished in writing as amendment to action plan On the basis of the action plan the Banquet Manager in particular shall prepare & distribute a function sheet to all the concerned departments & similarly the F ront Office Manager shall make necessary arrangements within his department.

TASK : Banqueting diary ACHIEVEMENT

SOP No.

Procedure Steps Time Banqueting diary will be maintained in the custody of the Banquet Executive Personnel having access to it are the F & B Manager and Banquet Manager All provisional & confirmed booking will at all times be entered using a pencil and systems also. This authority lies only in the hands of the Asst. F&B Manage r Under no circumstances is the Banquet diary to be physically transferred out of the hotel or transferred within the hotel premises from the Banquet office with the exception to the General Manager s or F & B Manager s office Banquet office to be kept locked all the times while not in use.

TASK : Banqueting interiors and fixtures SOP No. ACHIEVEMENT No promotional items to be displayed in the guest area. Procedure Steps Time No physical sticking, fixing pins or nails to be done on the Banquet interiors. For any form of display i.e., banners, banquet in house mobile partitions to be used. The hotel policy is no promotional items i.e., display, banners, hoardings, pert aining to the function are to be displayed in the guest area other than the func tion venues booked by the guest.

TASK : Theme Presentation

SOP No.

ACHIEVEMENT Creativity is used in themes & presentation Artistic proposals are artistically presented appropriate to the theme & in good condition Procedure Steps Time An authentic ambiance to be created for themes requested by the Guest If necessary special uniforms and theme parties or sales promotion by any partic ular company, the uniforms can be provided by the company or made inhouse for th e function & billed to the company. If the Guest has requested for a particular theme & has requested for special ar rangements for flowers, buffet set up with the canopies, the same has to be disc ussed & finalise between the organizers & the Asst. Manager Banquets & carried o ut as per the instructions & guidelines given in the Function Sheet. While explaining the theme to the Guest at the time of taking the booking the th eme has to be explained in such a way that it forms a picture in the Guest mind.

TASK : Availability of plants for the function venue ACHIEVEMENT Procedure Steps Time

SOP No.

Plants to be of the room. Plants to be n i.e., small flower ower arrangement for heme.

placed in every room having a function as a part of standard set up placed in every room according to the Guest request for the functio arrangements or a budvase for the meeting or appropriate fl the sit down lunch/dinner or the theme parties as per the t

TASK : Signage s

SOP No.

ACHIEVEMENT Signages for conference/function are neat & spelled correctly. Procedure Steps Time The sign boards located at the appropriate place in the lobby & outside the func tion room should have the name of the party organizing the function, the type of function, i.e., meeting, conference or lunch & the venue of the function to be mentioned clearly & the wordings to match what has been mentioned in the functio n sheet. For the functions like meetings/board room meetings where a guest is using a tab le & a chair the place cards to be placed in front of every Guest stating the na me of the Guest inblock letters written clearly on it. In order to make the placed cards in advance to the following at the time of tak ing the booking: The number of the Guests attending the function The names of the Guests and their correct spellings Any special instruction to be written on the place cards along with the Guest na me.

TASK : Special requests

SOP No.

ACHIEVEMENT Special requests for external function support (eg. Photographers, entertainment etc. Can be organized by the hotel within 24 hours. Procedure Steps Time Special requests or external functions photographer can be organized with the pr ior intimation or if mentioned at the time of taking bookings. For entertainment inside or outside the hotel (for outdoor caterings) a cartooni st or a cariucaturist can be organized with prior intimation. The photographer or a cartoonist has to be present in the function hall half an hour before the function actually begins.

TASK : Banquet quotes

SOP No.

ACHIEVEMENT All requests for quotes responded to within 24 hrs. Procedure Steps Time All the quotes for the function to be responded to within 24 hrs from the Banque t office, General Manager s office or Sales office to be actioned and dispatched w ithin the above mentioned times. This is mandatory. Booking of functions Banquet Manager In a medium sized hotel there is formalized banquet department. The Banquet Manager handles all Banquet business, using staff for each function drawn from the dining room and room service staff, supplemented by the extra per sonnel hired for the specific occasion. CENTRALIZED BOOKING All functions regardless of how they are obtained, are handled through the Banqu et Manager s office. The role of the General Manager, or R & B Manager or the Sales Manager and other executives and staff is that of an introducer only. Banquet Manager has to organize and co-ordinate all aspects of the function and ensure guest satisfaction.

TASK : Banquet quote confirmation

SOP No.

ACHIEVEMENT Confirmation given within 24 hrs of finalisation of all arrangements.

Procedure Steps Time

 Once the final arrangements between the hotel and the guests are written and rev ised, the quotation for the same has to be sent to the guest, his signature obta ined and his approval confirming of all the arrangements made, clarified and con firmed. CONTRACT While discussing the arrangements for a function with a guest, all details shoul d be written down on a Banquet function sheet. This contract must contain the following: Name, address and telephone number of the guest. Date, time, room and occasion of the function. Type of function and the service required. Number of persons expected and number guaranteed. Food and beverage to be served. Music, decoration, table setting, service breaks for speeches, pubic address sys tem, menu cards, seating arrangements, any special requests, etc. VALIDITY For the contract or quotation to be valid, it should be signed by both the parti es The original is kept in the chronological file, first copy given to the guest, a nd the second copy kept in the chronological file, first copy given to the guest , and the second copy kept in an alphabetical file (according to guest s name or o rganization holding the function) On the back of the contract there should be printed the hotel s business condition s for fulfilling the contractual obligations.

TASK : Taking Guest quotation

SOP No.

ACHIEVEMENT Taking Guest quotation for the function. Corkage charges are as per the specified charges in the banquet sales kit. Procedure Steps Time For Conferences/Meetings/Seminars; do the following: Quotations for minimum & maximum pax. Dates of the Conferences Venue Time Type of function Type of set up Flower arrangements Audiovisual equipment requirements Stationery requirements Any special equipment Tea/Coffee breaks, their frequencies & the time schedule Mock tail arrangements Lunch/Dinner Arrangements & their timings Menu for Lunch/Dinner

Venue for the Lunch/Dinner Room hire charges Equipment hire charges If the Guest needs transportation, the same can be organized For the weddings do the following: Quotations for minimum and maximum attendees

Dates of wedding Venue Time Decoration Cake Entertainment Transportation Beverage service during the pooja Requirement for mattresses and bolsters. If the guest is bringing his own mithai Photographer, videographer Menus The service timings for the lunch/dinner Room blocking for the marriage party Complimentary give away A complimentary deluxe room for the wedding couple as part of the package along with complimentary breakfast for 2 (Holiday Inn Romance) to be provided to the g uest. The mini bar and all the food and beverage items consumed in the room to be char ged on the actuals. No decoration to be provided in the room For the theme parties and the sit down dinners: Quotations for minimum and maximum attendees. Dates of function Venue Time Decoration The set up as per the theme mentioned in the function sheet, The bar set up as pre the function sheet. The menu The time of lunch/dinner service Cocktails/snacks before the lunch/dinner For all the above mentioned function bookings \the room hiring charges to be men tioned at the time of confirming the booking and the preparation to be done keep ing in mind the maximum number of pax For meetings only: Tea/coffee to be charged as per the actual consumption Additional request for tea/coffee if the number exceeds the maximum pax to be ch arged on actuals again Inform the guest if the number exceeds the maximum pax All the guest equipment which the guest needs to bring it to the hotel for his c onference/meeting/seminar will be unloaded from the loading bay only.

TASK : Banquet advances & credit policies ACHIEVEMENT

SOP No.

Procedure Steps Time A. Company s & corporate accounts (Banquets/Conference) Credit will be extended on the basis of the repute standing & study of their bal ance sheet/profit & loss account by the Financial Controller of the Hotel. Spec ial consideration to be given to aspects like profitability, assets, debt equali ty ratio, net worth, etc. Authority will be the General Manager & Sales Manager . Credit period is 21 days & no advance required. B. Individual (Conference/Banquets) 50% advance payment to be secured from the Guest at the time of Function confirm ation on the basis of Performa Invoice to be issued by the Accounts department o n the basis of the function charges negotiated. Balance of the payment (extra credit or debit) to be settled on completion of th e function. Guest signature to be obtained on the Banqueting check (hand written) at the end of the function, prior to the Guest departure. ALL THE ABOVE IS MANDATORY

TASK : Function cancellations ( Banquets & Conferences) for individuals only SOP No. ACHIEVEMENT Procedure Steps Time If the function is cancelled within 24 hrs prior to it s commencement no refund is

given. If a function is cancelled between 24 o 48 hrs prior to it s commencement, 50% adv ance payment is to be retained. If the function is cancelled over 48 hrs, full advance is reimbursed. All the above information must be put into the quotation letter to the Individual Guest by the Banquet Manager when sending the quote NB in the event of any cancellations (Banquets/Conferences) for Companies & Corpo rate accounting the matter to be referred to the Financial Controller & the Gene ral Manager s office respectively

TASK : Amendment Forms SOP No. ACHIEVEMENT To make the amendment form follow the procedures Procedure Steps Time To be prepared and signed by the Banquet Manager. To be printed by the Banquet Assistant. Any amendment for any type of functions where there is a change in the: The number of guests, charges Quantity Beverage arrangements Seating capacity and arrangements Venue Timing Rate Special request are to be notified by the guests in writing and his approval sec ured in the form of a letter The same has to be typed on the internal amendment form and distributed to the d epartment concerned. A copy of the same to be filed in the function file. NB-all final billing will be done on the basis of the amendment.

TASK : Function sheet

SOP No.

ACHIEVEMENT To make the function sheet follow the procedure Procedure Steps Time To be prepared and signed by the Banquets Manager To be printed by the Banquets Assistant To be prepared on the basis of the action plan received from the sales departmen t Detailed information for all the concerned departments of the hotel will be made by the Assistant manager Banquets and distributed by the R & B secretary Every function sheet will be in the serial number and entered in the banqueting function sheet control book Function sheet to be sent out minimum of 8 days in advance. Function sheet to have copies of menus and action plan attached If booking is taken at the Banquet office, function sheet ot be drafted on the b asis of discussion between the Banquet manager and the guest. To highlight special instructions by the guests, a VIP expected to attend the fu nctions etc This function prospectus will give all pertaining information form the Banquet c ontract. All function prospectus should be numbered (each year beginning over again with a new sequence of numbers), and price arrangements should be written in quotes ( F, sheet number 001/2000 a. Function prospectus should be distributed as follows: General Manager Senior Captain Chef de Cuisine R & B Manager Kitchen Stewarding R & B Control F.C Chief Accountant/income Auditor Purchase manager

Engineering Housekeeping and the rooms division Further copies should be distributed only from whom same additional assistance o r special service is required for the function. To highlight the charges for the hall, food and the snacks, entertainment etc. required by the guest for his function One copy to be filed in the function file and the other in the function sheet fi le Function sheet to have the requirements mentioned on it in detail i.e. the numbe r of flower arrangements addressed to H.K., audio visual equipment addressed to the engineering etc. A function prospectus for each individual function which has to be written up an d distributed adequately in advance notify all the departments concerned. This summary should be circulated extensively throughout the hotel and all the d epartments should have this information. A monthly and weekly banquet forecast needs to be distributed on a regular basis in order for all departments to be informed well in advance. Volume level of light bands to be tuned to an absolute minimum at 2400 hrs midni ght and completely shutdown at 0100 hrs and thereafter only soft background musi c to be continued Exception to the standard operating procedure needs the prior approval of Genera l manger/R & B Manager External entertainer/performers/operators hired by the hotel or brought through the guest for a particular function needs to first be briefed before arriving to the hotel on levels of discipline, grooming, and conduct regulations laid down b. The banquet Department must file two copies of the function prospectus a ccording to the date and form no., the latter set will be kept indefinitely for record A summary of the day s functions should be circulated throughout the hotel by 15:0 0 hrs the previous evening This summary must contain the following information: name of the host/function, no., of guest, room, type of function.

TASK : Banquets filing system ACHIEVEMENT

SOP No.

Procedure Steps Time Under the above system basically 2 categories will exist: 1.Active monthly 2.Master filing

TASK : Active monthly ACHIEVEMENT

SOP No.

Procedure Steps Time Under this 31, files folder will be opened from the current month Each function evolved in this month will be filed in a separate file and slotted data wise in to the data folder. Therefore any reference to be done for any particular function for the current m onth, as per the date, the file must be referred to and again put back. Under no circumstances the files should leave the office. It is the responsibility of the Banquet Manager and secretary to ensure the secu rity of this filing cabinet. In addition, in the same shelving level file folders will have to be opened but month wise completing the additional 11 months. All correspondence of functions which will be held in that particular month will be filed in individual files and stored into this monthly file folder.

TASK : Master filing ACHIEVEMENT

SOP No.

Procedure Steps Time Under master filing 26 file folders will be opened i.e., 1 folder every alphabet . All files coming out of after completion of the calendar month will be stored in each alphabet file order guest name wise i.e., surname only, for company only etc ., for e.g., Mr. Bob Wilkinson will be under W , Forex will be under F and so on These files have the number i.e., under alphabet A you will only open against the name of the guest, his file number eg., Bob Wil kinson-001 (under W ) and so on, therefore 1 master file has always have to be open ed which will have a list of all these files, alphabetical wise and their serial numbers

TASK : Follow up with the organisers

SOP No.

ACHIEVEMENT Follow up, contact with the organizers within 72 hours of feedback Procedure Steps Time Once Guest inquiry has been acknowledged through a quotation within 24 hrs a fol low up has to made within 72 hrs for the Guest confirmation & if the Guest down not call up or revert, the Asst. manager Banquets to call up the Guest after dis patching the quotation requesting the Gust to give the feed back for the functio n & the booking of the venue. A written confirmation is required from the Guest for the above mentioned things .

TASK : Venue set up

SOP No.

ACHIEVEMENT Each venue set up as stated & ready for use one hour prior to function start.

Procedure Steps Time Each venue has to be set up as per the instructions in the function i.e., for me eting & conference a Guest wants to have a water station inside the room, the sa me has to be kept ready on the table in one corner of the room with glasses poli shed & water/mineral water to be kept besides it as mentioned in the function sh eet The seating arrangement has to be made according to the instructions in the func tion sheet i.e., theater style/board room style seating, etc. The function venue should be ready one hour before the actual function starts be cause the Guest might come early to place his stationery or folders or to exhibi t his things before the actual time mentioned on the function sheet.

TASK : Audiovisual equipment

SOP No.

ACHIEVEMENT Audiovisual equipments be arranged as per the request & in good working order. Procedure Steps Time Make sure that all the audiovisual equipments are installed in the function room one day in advance (if possible) in case of early morning functions The same to be checked by the Asst. Manager Banquets or the senior captain after installations & half an hour before the actual function begins. The technicians for the audiovisual back up should always be present throughout the function The Carousel & the overhead projector should be checked for projection before th e actual function begins. The audiovisual equipments be placed on the respective trolleys for easy mobilit y The public area system to be checked at the time of the installation & half an h our before the actual function begins along with the back up technicians

TASK : Break down of equipment SOP No. ACHIEVEMENT Any equipment break down to be replaced within 15 minutes of notification Procedure Steps Time For all the audiovisual, electrical equipments & public address system, a back u p technician has to be there throughout the function. If the rectification of the fault takes more than 5 to 10 minutes the same has t o be replaced immediately If the Guest has the immediate presentation in the room, the technician (electri cal) will be present during the function for putting of & on the lights whenever requested.

TASK : Introduction of the staff to the function organisers

SOP No.

ACHIEVEMENT Staff member assigned to take care of function introduce themselves to the funct ion organizer immediately when the organizer arrives. Procedure Steps Time The Asst. Manager Banquets to introduce his staff members assigned to handle tha t particular function to the organizer before the function begins.

TASK : Attendance of the staff outside the function venue while the function is on. SOP No. ACHIEVEMENT One staff member to be outside the conference room during the function. Procedure Steps Time Under no circumstances should the function room where the function is in progres s be left unmanned. One person from the staff assigned to do the function has to be present outside the conference room to look after the Guest needs.

TASK : Tea/Coffee breaks

SOP No.

ACHIEVEMENT All Meals & Tea/Coffee breaks should be ready for service before the stated time . Procedure Steps Time The Tea/Coffee service mis-en-place should be kept ready for Guest service. The Tea/Coffee should be picked up 10 minutes before the actual service begins. For the food pick up the Chef has to be informed half an hour before the actual food pick up The clearance of Tea/Coffee or Meal should be done simultaneously on a tray.

TASK : Pre-service briefing

SOP No.

ACHIEVEMENT All staff aware of anticipated business Restaurant ready for service For uniform standard see section Breakfast starts on time Procedure Steps Time Advice staff of likely peak periods during service Advice staff of duties as allocated above Ask staff to double check side stations and tables Check that all staff are in correct uniform Make sure that the hostess is at the door when the breakfast starts.

TASK : Hall timings

SOP No.

ACHIEVEMENT Monitor restaurant timings Procedure Steps Time As per the Function Sheet

TASK : Guest greeting

SOP No.

ACHIEVEMENT Time wish: Good morning from 0000 hrs to 1200 hrs Good afternoon from 1200 hrs to 1600 hrs Good evening from 1600 hrs to 0000 hrs Procedure Steps Time The venue door should not be left unmanned at any given time. The guest is received at the door by the Hostess/Captain Greet the guest by appropriate time of the day.

TASK : Menus ACHIEVEMENT

SOP No.

Procedure Steps Time A. Lunch and dinner table d hote service. (please refer banqueting sales kit for explanation in detail.

B.

Buffet lunch/dinner service (TBC): from 0930 hrs until 2300 hrs

TASK : Banquet billing (conferences & Banquets) SOP No. ACHIEVEMENT All functions must be accurately billed immediately at the conclusion of the fun ction & the Guest signature obtained. Procedure Steps Time All billing in the Banquets will be done manually, if the function gets over aft er administration hours, otherwise computer bills to be raised by the administra tion department (F & B) during their working hrs. The variance between the minimum & maximum no. of guests should not be more that 15% mentioned on the Guest quotation & function sheet All the arrangements are made keeping the maximum no. of guests in mind. (i.e., seating & food) If the no. of the guests is less than the minimum no. confirmed or stated in the function sheet, then billing must be done on the basis of the minimum no.

TASK : Banquet billing (conference & banquets) SOP No. ACHIEVEMENT Procedure Steps Time If the no. of the Guests are more than the maximum no. Confirmed or stated in th e Function Sheet, billing must be done on actual head count. If the Guests are between the minimum & maximum no. Stated by the Guest on the F unction Sheet billing should be done on actual head count. Head counting machine to be used to actually count the no. of guests attending t he function. An official from the R&B Controls will be assigned to stand on the gate along wi th head counting machine accompanied by a member form the hosts hosting the func tion, to confirm attendees head count. The income auditor must audit all the function prospectus in numeral order again st checks raised, and check all aspects of charges. The function prospectus must be tallied against checks & Variations reported to the Financial Controller, R&B Manager for investigation & action. It is important that all Banquet Checks be made & accounted for on the same day after function.

TASK : Monthly forecast SOP No. ACHIEVEMENT Forecast should be ready by 25th of every month. Procedure Steps Time By the 25th of every current month Assistant manager-Banquets will release a ban quet forecast for the coming month stating: a) Date of function b) Type of function c) Proposed venue for the function d) Time of function e) Expected guests f) Function coordinated by To be calculated on the basis of the confirmed/provisional functions mentioned i n the Banquet Diary for the next wee. To be distributed as per in the format To file a copy in the Banquet monthly forecast

TASK : Weekly forecast SOP No. ACHIEVEMENT Forecast to be ready by Friday

Procedure Steps Time By every Friday afternoon Assistant Manager Banquets will release a banquet fore cast for the fore coming week. a) The following to be mentioned: b) Date of function c) Type of function d) Proposed venue for the function e) Time of function f) Expected guests g) Function Coordinated by To be calculated on the basis of the confirmed/provisional functions mentioned i n the booking diary for the next week.

TASK : Monthly revenue report ACHIEVEMENT

SOP No.

Procedure Steps Time To be printed by Assistant Manager Banquets To be printed by Banquets secretary To be calculated on the basis of actual billing To be ready for distribution on the 2nd of every month for the previous month To mention clearly the function, reference no., no., of pax, and the charge levi ed under each heads To file a copy in the monthly revenue report file

TASK : Guest thank you letter ACHIEVEMENT

SOP No.

Procedure Steps Time To be signed by the Banquet Manager To be signed by the Banquet Secretary To be posted to the guest within 24 hrs. of the function To file a copy in the function file

TASK : Labour supply ACHIEVEMENT

SOP No.

Procedure Steps Time Whether uniform supplied by the hotel Rate of hiring in terms of payment Meals on duty Reporting time on duty Whom to report to Notice period requirement by the contractor for hiring the people

TASK : Table set up

SOP No.

ACHIEVEMENT The cover consists of : B & B plate with knife A.P Knife and fork Dessert spoon and fork Water glass and napkin Salt and pepper shaker Ashtray Sugarbowl Flower or candle decoration, complete the table setting. All china, silver and glassware likely to be used for the service period must be checked by the waiters prior to placing them on the table or in the service sta tion this work must be completed at least 01 hours before the opening of the ven ue. Napkin should be folded in a simple manner to avoid over handling Procedure Steps Time Banquet service must be flexible and adapted to the individual needs of each fun ction such as a grand gala banquet, formal or informal dinners and luncheons, pa rties (self-service) with hot or cold buffets, cocktail receptions, business mee tings, outdoor catering, barbecues etc. The type of function and the number of guests will determine table layout (indiv idual, round, long table, rows etc.) Once the layout has been determined by the Banquet Manager, a time table should be made for setting of tables, covering them with protective padding (moletons), table cloths, decorations, covers according to the menu being served, and finall y arranging the chairs at the tables. Table cloths must be neatly laid (at long table cloth s center creases must meet t o give a continuous straight line from one to the other) and should extend appro ximately 12 inches (30 cms) over the edge of the table. All plates, flatware, glasses, and napkins should be placed uniformly, using the assembly line technique-i.e.each waiter takes one item and places it on all banqu et tables. The mise-en-place finished, the banquet manager should personally review the set up Table numbering All the tables are numbered A list indicating seating arrangements should be displayed outside the function room, if desired by the host, with names being provided by him Waiters should receive the same number (to be affixed on the jacket) as the tabl e they are serving Guests are listed in alphabetical order, indicating the table (or seat) number a fter their name For every large function, it is easier for the guest to receive his table number on a printed card (mailed to his home) together with a reduced floor plan or to have a hostess available for distributing these printed seat cards. Usually guests assemble in a lounge, where cocktails and aperitifs are served, a nd enter the banquet room as a group when the doors are opened Perhaps some sort of a sign should be given by the maitred hotel such as a dinner going. All waiters have to be at their assigned table to assist in arranging the chairs As soon as all the guests (including the head table) are seated, the service beg ins Before the doors of the venue are opened, all tables must have clean table cloth s and the cover neatly set.