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OPENING MANUAL FOOD AND BEVERAGE ACCOR HOTELS Pre-opening manual for Food & Beverage ACCOR hotels 2 0. INTRODUCTION This manual is intended as a reminder and check list for the many tasks and actions required to successfully open an ACCOR Hotel, and when presented or used at this infant stage of an hotels development should not be construed as a complete and entire manual of the tasks to be done. Each Hotel is unique and as the current project develops the information within this manual should dramatically change, becoming more accurate and definitive, so as to meet the specific requirements of the project and location, it should be seen as a base from which to beg BRIEF DIVISION HEAD 1.1 Project in General 1.1.1 General Discussion on Owning Company and management Agreement. 1.1.2 Discussion of any Project, Site or Location idiosyncrasies 1.1.3 Progress on Construction and possible Opening Dates. Progress reports from Project Manager and Construction Contractor Feasibility study. Blue prints and Plans. Temporary site office. Review power of attorney for bank signatures Review owning company Hotel agreement as it pertains to Co-Owners. Owning Companys organization chart. Internal Owner relations. Name, Address and Telephone #s of Board Members. Equity position of Owners. Capital expense Budget and approval procedures. Any special agreements and/or understanding with the Owning Company. Board Meeting timetable. Review of last Board Meeting minuts Establish a date to meet the Board and Owning Company employees on site. Goals and Incentive Plan. Recommendations for the Hotel Lawyer and Auditor. Administrative calendar for the Hotel. Pre-opening manual for Food & Beverage ACCOR hotels 3 2.0 FOOD AND BEVERAGE 2.1 Potential candidates for the position of assist Director of Food and Beverage. Discuss potential candidates for the position of Executive Chef and any background requirement. Review Pre-opening staffing schedule Review competition situation for Food and Beverage outlets: Competitor analysis. Suggestions for Hotels Food and Beverage outlets. Employee recruitment. Competitors salary scale and impact on recruitment. Casual labor availability. Merchandising methods of the competition. “Live” Entertainment programs used by the competition. Availability of local food and beverage products. Known competitive food and beverage costs and expenses. Review Hotel plans and blueprints for Food and Beverage areas: Kitchen layout. Concept vision of Project and Design teams. Service and traffic patterns in restaurants. Cashier location and procedures. Food storage locations. Beverage storage locations. Review Food and Beverage outlets: Location. Decoration. Space and seating capacity. Potential hours of operation. Review potential market for each outlet. Total potential. Which segment should be targeted? Any special marketing and/or merchandising considerations. i. Equipment for each outlet. j. Outlet menus: Menus of local competition. Competitive pricing structures. Special menu requirements. Co-ordination of menus design by Graphic Designer. Schedule of printing contract. Any Generic menu requirements i.e.: content or design? Guest check presentation. Doorknob and Room Service menus. Pre-opening manual for Food & Beverage ACCOR hotels 4 Goals and Objectives: Goals and Objectives for the Pre-opening period. Four year plan of objectives. Marketing Plan. Food and Beverage Marketing: a. External promotional merchandising. b. Internal promotional merchandising. Known successful advertising campaigns. Public Relations campaigns. Competitive trends. Sales organization for the Food and Beverage department. Entertainment: Possible joint entertainment programs. Local Agents. c.Sponsorship potentials. Mini Bars: Equipment supplied in the Guest Rooms. Storage facilities. Control programs. V.I.P. Amenities 2.12 Banquets: Menus. Brochure and sales presentation kits. Office location and set-up. Sales and catering software programs. Equipment requirements. Availability of casual staff. Purchasing of Food and Beverages: Any import restrictions. China and glassware availability. Local linen supplies. d. Quality and availability of local products. Pre-opening manual for Food & Beverage ACCOR hotels 5 Employee cafeteria: a. Recommendations for Hotel policy on employee meals b. Location, design and decoration. c. Food quality control. d. Kitchens: Organization chart. Equipment layout and workflow. Kitchen storage facilities. Fire control systems. Stewarding: a. Organization chart. b. Location of department. c. Contract cleaning programs. d. Pest control. e. Local health regulations. Room Service: a. Location and layout of the kitchen. b. Order takers office. c. Possible congestion and storage facilities for trolleys, hot boxes and tray set-ups. 3.0 PRE-OPENING TASK ASSIGNMENT CHECK LIST The purpose of this check list is to assign each department all necessary tasks to ensure the successful preparation for the opening of the hotel and that are completed on time. The Executive for each Department should be the person responsible for the appropriate checklist and the formulation of the critical path. The following checklists are to be considered as a guideline for the formulation of the critical path. The following checklists are to be considered as a guideline for the formulation of the critical path and more detailed checklist should be developed for each department concerned. Action by Starting date Completion date 3.1 Food and Beverage a. F&B manager or director starting date Pre-opening manual for Food & Beverage ACCOR hotels 6 b. Finalize restaurant opening date c. Coordinate take over date d. Formulate FF&E list e. Formulate organization chart f. Verification of plans g. Verification of equipment list h. Establish F&B office i. Formulate F&B concept j. Executive starting date k. Staff canteen start l. Recruitment of general staff m. Hiring schedule n. Manning guide o. Pay scales p. Job descriptions q. Operation manual per outlet r. Menu drafts s. Drink list t. Market research u. Operating equipment list v. Kitchen equipment list w. Memo art work x. Restaurants names y. Restaurants logos z. Menu printing aa. Pricing and costing bb. Organization chart cc. Advertising need dd. Banquet brochure ee. Banquet menus ff. Canteen procedures gg. Revision of F&B budget hh. Training program ii. Training schedule jj. F&B product standards kk. F&B service standards Action by Starting date Completion date ll. List of forms mm. Procedures for costing nn. Cleaning schedules oo. Pest control pp. Specification linen qq. Mini bar rr. Table to presentation ss. Banquet contractor Pre-opening manual for Food & Beverage ACCOR hotels 7 tt. Promotional calendar uu. Operating hours vv. tart F&B meeting ww. Recipes cards xx. Photo displays yy. Outlets work schedules zz. Fire drill aaa. Outlets final layouts bbb. Market analysis for banquet ccc. Competition analysis banquet ddd. Recruit pastry chef eee. Establish suppliers list fff. Produce list of all guest collateral material ggg. Banquet sales policy hhh. Health board regulations iii. Uniforms presentation jjj. Uniform count kkk. Selection entertainers lll. Finalize program for opening parties mmm. Prepare and approve rosters for F&B outlets nnn. Opening action plan ooo. F&B marketing plan 3.2 Project Completion This segment of the critical path opening plan, consists I listing all the physical areas under construction that can be monitored on a weekly basis, on the progress report. All items mentioned on this section should be similar to the one mentioned of the progress report Example: Executive office Accounting office General store Steward store Staff canteen Guest rooms 16/F All the mentioned areas should mention the starting date of the monitoring of the status of the project and the projected completion and hand over dates. Pre-opening manual for Food & Beverage ACCOR hotels 8 4.0 FORMULATE CRITICAL PATH The Data formulated in the Tasks Assignment Check List is to be used as the base for the formulation of the “Critical Path” report. The first thing to establish is the Opening date of the Hotel. Secondly, the Hand over schedule for each area of the Hotel should be finalized in conjunction with the Project Team. Thirdly, the data from the tasks assignment check list is transferred into the critical path with reference to the hand over of each area and ultimately the opening date. Formulate a Grid sheet which contains all the critical path with a section for each department using the legends of: Starting Date Progress Delay Completion Date Late Completion Opening Date All tasks should be monitored and updated weekly with a review meeting for all concerned. Whilst this may seem a tedious and time consuming exercise it will ensure that each area of the Hotel is fully ready to be Operational on the Opening Date. Note: The Critical Path should be formulated in a Data Base Software format as per the example attached to allow the efficient, Any Date Order, or Person Responsible, Sorting. FORMULATION OF HAND OVER SCHEDULE PER AREA The fist type of hand-over schedule should be formulated for the hand over of the rooms. all floor number to be placed in sequence the term project means date stipulated by project for completion of the mentioned floor. Actual means date that the operator guide realistic for completion of the project after careful analysis of date available. Next step is type of room or suites located on that floor. Total means total of ro9oms located and available on that floor at the projected date. Pre-opening manual for Food & Beverage ACCOR hotels 9 Example: if you look at the attached sample the forecasted hand-over on the 1st on June should be as such. 90 twin doubles 263 kings 1 royal suite 5 special suites 14 tourelle suites as you can see this type of hand over is a precise tool, that is essential to the sales department, and for the planning of the rooms division department. The second type of hand over schedule is a hand-over organization chart All physically related areas to the construction of the hotel should be placed in sequence. The floor location should be mentioned The forecasted date of hand over by project department should be mentioned. Soft opening date to be mentioned Grand opening date to be mentioned This should be the first and original hand over schedule As soon as the new hand over date is formulated for specific areas, the mentioned extension of date should be formulated in colors. 6.0 LIST OF PRE-OPENING REPORTS AND MEETINGS Weekly critical path meeting minutes Weekly hand over meeting minutes with contractors Operational meeting weekly minutes Design and printing weekly minutes F&B weekly meetings minutes Monthly progress report Weekly minutes of opening ceremony meeting Weekly minutes of sales department Monthly sales report to corporate office Weekly forecast meeting Weekly minutes of purchasing department Monthly pre-opening delivery schedule Weekly minutes of accounting department Monthly controllers report to corporate office Monthly reports to corporate office should include the following topics - Overview of progress of project - F&B report - Purchasing /versus budget - Financial Pre-opening manual for Food & Beverage ACCOR hotels 10 - Engineering - Sales - Rooms department - P.R. Monthly design meeting with designer Post opening weekly defects meeting 7.0 MONTHLY PROGRESS REPORT The monthly progress report should be formulated by the hotel project Manager/Engineering team. The chief engineer is responsible for the formulation, of the data and he should be precise as much as possible when doing this progress evaluation. all areas under construction will have to be evaluated on their construction progress on a percentage basis. Each area with percentage construction progress should be reinforced by some comments The first section of the report consists of the facts and comments to justify all the % mentioned per areas. The second part of the report consists of a grid, that gives an overall site evaluation in percentage. All areas have to be listed in sequence then rated in a % construction progress. POLICIES AND PROCEDURES 8.1 Food and Beverage administration General concept Concept statements Organization charts Outlet operating hours Departmental morning briefing Food & beverage meeting Store requisition Food & beverage transfers Food & beverage inventory F&B food control Entertainment & entertainers Entertainment agreement Linen Pre-opening manual for Food & Beverage ACCOR hotels 11 Flower ordering & storing Office FF&E Reporting to work Uniforms Grooming and personal hygiene Vacations Annual performance appraisal Probation period appraisal Budgeting Financial forecast review Entertainment checks Lost checks Meal coupons Comp. Meal vouchers and bev. Coupons Cash handling Cost control report Profit & loss report Staff clock in report Daily revenue report Food accounting procedure Beverage accounting procedure Credit facilities for VIP and others Duty F&B manager Health inspections Kitchen Concept statements Organization charts Satellite kitchen organization Food handling Food preparation Bacteria & toxin description Bacteria & toxin prevention Food poisoning Storage & stock rotation Personal hygiene Grooming & uniforms Food transportation Equipment sanitation Vacuum packing Pre-opening manual for Food & Beverage ACCOR hotels 12 Morning briefing Reporting to work Performance evaluation 8.3 Food and Beverage outlets - Concept statements - Organization charts - Service concept - Beverage department organization - Outlet opening - Mise en place - Outlet closing - Table set-up reservation taking - Equipment cleaning - Buffet set-up - Children service - General service sequence - Greeting guests upon arrival - Menu presentation - Food order taking - Beverage order taking - Wine order taking - Selling by recommendation - Carrying food from the kitchen - Carrying beverages from the bar - Food service - Beverage service - Wine service - Buffet service - Coffee and tea service - Table clearing - Guest farewell greetings 8.4 Banquet - Banquet sales correspondence - Banquet sales appointments - Banquet sales planning - Banquet sales reports - Banquet sales meetings - Cocktail & reception packages - Banquet buffets - General service sequence Pre-opening manual for Food & Beverage ACCOR hotels 13 - Service sequence briefing - Guest welcome - Banquet checklists - Beverage service - Back of house organization - Equipment storage - Bar equipment - Menu engineering & cost control - Buffet control - Bill preparation & settlement - Banquet log book - Banquet revenue reports - Banquet event orders - Banquet rental - Casual labor 8.5 Service - Mise en place - Door knob menu sequence - Order taking - Selling by recommendation - Carrying food from the kitchen - Food service - Beverage service - Breakfast service - Tray/trolley removal - Delivery time - Room service equipment - Billing - Log book & revenue report - Product knowledge 8.6 Pool Service - General concept - Pool area cleaning - Furniture set-up - Guest registration - General service sequence - Bar service equipment 8.7 Stewarding - General organization - Hygiene Pre-opening manual for Food & Beverage ACCOR hotels 14 - Dishwashers - Pot washing - Silver polishing - Garbage collection - Garbage area cleaning - Receiving area cleaning - Kitchen equipment cleaning - Machinery cleaning - Grease trap cleaning - Floor cleaning - Pest control - Public area cleaning - Night cleaning OPERATIONAL CHECK LIST, ON SITE PREPARATION Legal a. appoint local lawyer b. verify and obtain operating licenses for: - Hotel - Food outlets - Beverage outlets (liquor license) - Entertainment - Pool - Parking - Dry cleaning - Others c. obtain copy of local innkeepers law d. establish courtesy card e. obtain vending machines f. obtain concessionaire leases g. appoint local auditors 9.2 Operation a. establish orientation for GM at corporate office b. obtain copy of standard concessionaires c. verify the security guards provision by general contractor d. organize security for storerooms and administration office during construction e. verify insurance coverage by contractor for the site f. verify safety and caution signage throughout the site Pre-opening manual for Food & Beverage ACCOR hotels 15 g. establish purchasing procedures h. establish receiving procedures i. establish reservation policy and procedures j. hotel opening ceremony meeting k. establish and break down of opening meeting l. obtain approval from corporate m. establish maintenance and service contracts such as: - elevators - TV and radio - Window cleaning - Cleaning for kitchen and public areas - Gardening and plants - Black top areas - Pool maintenance - Extermination - Ice makers and refrigeration - PC, heating, ventilation - Telephone Investigate possible tenants for consideration in hotel such as: - Airlines - Barber - Florist - Kiosks - Car rental - Cable/telex - Beauty shop - Pharmacy - Shoe shine stand - Check room concessionaires - Photographer - Jewellery shop - Vitrines for rent - Taxi stand - Record shop - Art gallery - Perfume shop - Parking - Tour agency - Travel agent - Bank - Others 9.3 Start department heads meeting 9.4 Start forecast meetings 9.5 Establish par stocks - Food and beverage - Guest supplies Pre-opening manual for Food & Beverage ACCOR hotels 16 - Linen - Engineering stores Finance - prepare contract summary and implications for GM - detail owner and operator obligations - make timetable of action list per contract - establish working capital arrangement - break down pre-opening budget in accordance with contract amount - establish and verify accounting equipment required - establish accounting sy