banquet service standards manual

1、introductionthe purpose of these standards is to create and reinforced the basic operating procedures for sofitel philippine plaza operations. it is designed to be the primary resources for service and execution. it should be used as a training resources and reference guide.research shows that our c

2、ustomers expect a consistent high level of service from hotel to hotel. if fact, the event phase of the meeting planner satisfaction survey is the single most important factor in building customer loyalty. it accounts for 68 percent of the overall satisfaction rating.the standards in this manual are

3、 based on key learning from various groups of maitre ds directors of catering and, of course our customers. many of our traditional service standards are still considered current best methods. it is each hotels responsibility to documents all lsops supported by diagrams and photographs, while mainta

4、ining the uniformity of the specific service standards.our goal are simple:ü to provide a quality service experience for our customersü to deliver consistent service each time, from hotel to hotelü to provide our associates with the tools they need to deliver our standardstable of con

5、tentsstaffing ratios 1buffet standards v general buffet set-up 2v coffee breaks . 5v continental breakfasts . 5dinning room table service standardsv general table set-up standards . 8v breakfast service . 11v lunch service 12v dinner service . 14v order of service 16v a la carte service . 17v family

6、 style service . 20v assembly line system of set-up . 23v napkin standards . 24v center of the table set-up . 25v bread and butter plate and knife placement standards/butter 26and margarine standardsservice at the table standardsv team system of service . 27v table side service . 28v roll service 29

7、v soup service . 30 v salad service 31v serving sauces 32v wine service 33 v dessert and coffee service . 34v passing hors oeuvres . 35tray stand standards v placement in the room . 36v clearing a tray . 37hospitality standardsv friendly service . 38v as the guest leaves the table standards . 39pre-

8、 meal briefingscommunication standardsv controlling services in the room 41v communication with the kitchen . 42 breakdown station standards . 43miscellaneous standards . 44banquet bar service standardsv type of bars 45v bar service standards . 45v key banquet beverage controls . 48v cash wine sales

9、 standards . 49indemnification agreement . 50staffing ratios and schedueling standards · the minimum staffing ratios for plated meal service is one per twenty guests, with tables of ten guests each. the preferred staffing ratio for plated meal service is one server per sixteen guests, using tab

10、les of eight where possible.· the minimum staffing ration for buffet service varies by meal type.event typenumber of guestsnumber of servers schedulecontinental breakfastfewer than 50 guestsserver optionalcontinental breakfastgreater than 50 guests1 server per 50 guestscoffee breaksgreater than

11、 100 guests1 server per 100 guests breakfast buffetsfewer than 30 guests1 server minimumbreakfast buffetsgreater than 30 guests1 server per 30 guestsroll-in lunch buffetfewer than 30 guests1 server minimumlunch buffetfewer than 30 guests1 server minimumluncheon buffetgreater than 30 guests1 server p

12、er 30 guestsdinner buffetfewer than 30 guests1 server minimumdinner buffetgreater than 30 guests1 server per 30 guestsother ratiosreceptions buffetwith light hors d oeuvres1 server per 50 guestreception buffetwith medium hors d oeuvres1 server per 30 guestsreception buffetwith heavy hors d oeuvres1

13、server per 30 guestsbuffer runnersfor all events1 runner per 75 guestscaptainfor all events1 per 250 guests· special events- required special handling. staffing must always be adjusted for these events. example of this are:v extensive, or cash wine service: 1 wine server per 4 food serversv fam

14、ily style dinning at large conference like tables: 1 server per 15 guestsv a la carte entrée ordering event: 1 server per table (8 guests preferred 10 guests maximum per table).general buffet standardsbuffet table set-up· buffet must have variety in size and configuration. graceful curves

15、that do not interrupt traffic flow are important. do not set long, straight tables when designing the buffet. use quarter rounds to soften the ends. mix and match table shapes to add interest.· vary the height used throughout the buffet and where appreciate. elevating and chafing dish is permit

16、ted, but close attention must be paid to how the surrounding linens are spaced away from the heat source. when a chafing dish heating element requires that the fuel can be placed directly on the buffet, placed the fuel can on a plate to keep it off of the tablecloth. avoid elevating anything too hig

17、h, as shorter guests might find it difficult to see or reach the item.· all buffet table must be set double-sided or as an island. two tier rolling tables are to be used only if space does not permit.(two-tier tables are often over crowded and visually unappealing for buffet service).buffet equ

18、ipment/food set-up· draped colorful, contrasting table toppers over the table linen and skirting to add interest and visual appeal. when “clouding” linen, always leave some exposed tablecloth space at strategic position so a guest may set a glass or cup on the buffet in order to pick up food it

19、ems.· buffet should be set with space between items to give guests the feeling that they are continuously moving. place items that could cause congestion, such as a salad bar, soup service, beverages or desserts on a separate station.· walk through the buffet as a customer would to fine th

20、e placement of items and ensure maximum accessibility and convenience. sauces, condiments and accompaniments must be located near the item they accompany. condiments are not to be set into a chafing dish.· china service is the minimum specification for all service in banquet. glass plates of an

21、y type are not to be used. glass presents a more hazardous condition than china when broken and presents a down-scale image.· every buffet have vegetarian, healthy or lower fat alternatives available.· signage for each item on the buffet is required. double-sided buffets required signs tha

22、t can be read from each side. all signage must be typewritten or from a label maker. erasable, hand-written signs are not permitted. general buffet standardsbuffet food· garnished o foods must be the same from the beginning of the party to the end. garnish only the first food set out is not acc

23、eptable. garnishes must make sense, coordinate with the food item, and be edible.· whenever a salad is served on a buffet, a pepper mill and an oil and vinegar set should be placed next to it (after the salad).· whenever appreciate, place a cheese grater with a block of parmesan cheese on

24、the buffet.· food must never be stored under the table.props and equipment· props, decoration, and themes must be coordinated and be appreciate for the food being served. it is not acceptable to mix themes on a single buffet table. for example, deli buffets, can be set with “picnic-theme”

25、props; props from other themes should not be used.· all local sanitation and fire code regulation must be followed. whenever cooking is done at a buffet, a fire extinguisher must be near, but not under, the buffet table. cooks must be trained on how on extinguish a fire.· latex gloves are

26、not to be used in front of the house service.· proper serving utensils(not kitchen cooking utensils)must be used to serve and move food.taking leftover foods from buffet· leftover food presents special challenges that must be address skillfully and with common sense. if a customer wants to

27、 take the few remaining brownies or cookies from the buffet, that may be done. heated or cold foods, through, presents other challenges, and possibly consequence. the following guidelines must be considered.ü coordinate production with the culinary team to prevent large amounts of leftovers. fo

28、r example, when a guests order 500 hors doeuvre pieces, do not dish up 5 inserts of 100 pieces each. rather, do 3 each of 100, 20of 50, and 4 each of 25. this will allow you to stagger the months served as consumption tapers off.general buffet standardstaking leftover foods from buffet cont.ü w

29、hen gusts ask to take leftovers, we must do an artful job of explaining why it is not in their best interest to do so.suggested script - “it is our professional opinion that it is not in your best interest to take food with you. let me tell you why. we have an intense concern in our company for prot

30、ecting customers from food borne illness. im sure youve read or heard about the recent incidents involving e.coli. we want to avoid exposing your guests to any such potential danger. however, by taking the leftover, you would be taking the food out of the care of trained food handling experts. there

31、 is the risk that the food could be transported, handled, stored or reheated in a manner that could allow food borne pathogens to contaminate it. we take the responsibility for protecting you and your guests very seriously, and i think you can see that this would expose them to unnecessary risk “ fo

32、r insistent guests, we must explore the option of donating the appreciate items to second harvest, or donating a cash equivalent in the customers name. when challenged with the comparison to restaurants. associates may explain that the food preparation for restaurants is done very closely to service

33、, while buffet food might be prepared in a advance and held in a heated or chilled state for several hours. while it is safe when served at the buffet. it may quickly deteriorate once removed from the heated or chilled state. if challenge with a customer continues consult with the manager on duty an

34、d document the conversation regarding safety. our goal must be to minimize occurrences where food is removed.note: in no case must a customer sign a liability release form when removing food from the hotelguest who want to bring their own foods inin some case, guests insists on bringing in food from

35、 the outside.( for example: oscar meyer may want to serve their own hot dogs for lunch, and they will provide them). in this events, the guests must sign a waiver form to release us from liability (see form in back of manual).coffee breaks/continental breakfast standards· the location of a coff

36、ee break must be reviewed with the customer and specified on the beo. the standards placement is in the foyer, with appropriate group name signage, where necessary. when placed inside the meeting room, the customer must be told in advance that the staff will be entering the room to refresh and tidy

37、the break for the next service. if the customer does not want this presence, an alternative location must be decide for the next week.· buffet must be laid out in a logical manner that facilities customer flow and usage. (e.g, sugar and creamers adjacent to the coffee urns). in general, coffee

38、and tea service must be at one end of the coffee break, food items in the middle, and juices and cold beverages. (water, soft drinks, etc.) at other end.· tea service on coffee breaks must be accompanied by lemon wedges and individuals glass jars of honey.· coffee breaks and continental br

39、eakfast must be visually appealing and must not appear cluttered or plain. when creating a theme, ensure the theme is carried out throughout the presentation and is consistent with the food being served.· all foods served must meet sofitel food product specification. refer to the food specifica

40、tion guide for the most recent product specifications.· cloth and skirts must be clean, neatly pressed and without stains, or burn marks. when choosing linens, use contrasting colors or prints. the preferred colors for skirting are white, burgundy and green. simple overlay tablecloths ( with ta

41、pestry patterns) is preferred to “ clouding”.· for sofitel philippine plaza hotels, peps-cola brand soft drinks in 10 ounce bottles are standar (coke, diet coke, sprite). if pepsi products are request by a customer, they must be presented with coca-cola brand products(unless the customer has re

42、quested pepsi product only). local bottler challenges with 10 ounce bottles must be preferred to marketplace by sofitel philippine plaza.coffee breaks/continental breakfast standards· it is required that mineral waters be served chilled and on ice. still and sparkling (unflavored) waters are re

43、quired on all breaks, including continental breakfast. if flavored essence waters are served, they must have no calories and must no be sweetened with syrup or sugar.· it is required that bottled soft drinks and mineral waters are placed on ice for service. it is optional for soft drinks to be

44、chilled prior to being iced down for service.· ice, when presented with a scoop for guests to use to fill their glass with, must be in a spotlessly clean ice bucket or appropriate container. the scoop must be plastic or metal and also must be spotlessly clean.· an alternative beverage to c

45、offee, tea, soft drinks and mineral waters is required on all coffee breaks. an example of this is the snapple line of beverage. match the offering with the season (e.g. snapple diet peach iced tea and lemonades are perfect for spring and summer).· coffee urns must be cleaned and polished. a ro

46、tation calendar for cleaning and polishing must be posted and followed. daily rinsing of urns is not enough to maintain cleanliness.( when purchasing, replacement urns, select insulated urns that do not require canned heat).· coffee mugs are standards, cups and saucers are an acceptable alterna

47、tive, especially for vip events. when cups and saucers are used, each must be place on a saucer. the set can be stacked, not to exceed 3 high.· glass carafes or pitcher are standards for serving juice. they must be presented on ice. bus tubs are not acceptable.· all glassware and flatware

48、must be spotlessly clean before service.· the standard for cream service on buffets is to offer half n half and skim milk. these must be served in clearly labeled thermal servers.· there must be a placed on the buffet for customers to place torn sugar packets and tea bags. when setting the

49、 buffet, a single torn sugar packet must be placed in this container to indicate what it is for.coffee breaks/continental breakfast standards· there must be a place for customers to place dirty dishes. this location must be cleared frequently. if it is a banquet tray on a tray stand, there must

50、 be a napkin laid out flat over the tray.· all break services are to be set and ready for the guest 15 minutes in advance of the scheduled time. customers must be aware of how to reach a staff member if they need the time revised.· to ensure quality and freshness, the maximum holding time

51、for coffee is 45 minutes.· when refreshing a break, fresh coffee and hot water is never added to old coffee or old water. use thermal air pots whenever practical to make changing the coffee most efficient. shuttle systems or air pots are preferred. if equipment shortages prevent changing out th

52、e service equipment, the piece of equipment that was used for the earlier services must be removed, emptied, washed or rinsed out, refilled and replaced.· breaks for more than 100 guests must always have more than one set-up of food and beverage or be set double sided.· continental breakfa

53、st buffet must be set on tables. two tier tables must only be used when space does not permit.· when multiple set-ups are used, attendants must be available to assist guests.· for vip groups, it is recommended that the buffet be staffed, regardless of number of guests. this server must hel

54、p dispense coffee and collect dirty dishes from customers.· fruits preserves, jams, jellies and honey must be presented in individual glass jars.general dining room table setups standards· cloth must be centered” on the tables so there is an equal drop on all sides. center fold line must r

55、un from north to south( head of the room is always considered north) with corners of the cloth dropping directly over table legs, depending on where head table is. the turned under side of the hem line must be facing the tabletop.· assembly line techniques is to be used to set tables- one servers sets on particular item at a time on all tables. (e.g, al