《banquet service standards manual.doc》由会员分享，可在线阅读，更多相关《banquet service standards manual.doc（52页珍藏版）》请在三一办公上搜索。
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: To provide a quality service experience for our customers To deliver consistent service each time, from hotel to hotel To provide our associates with the tools they need to deliver our standardsTABLE OF CONTENTSSTAFFING RATI
5、OS 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 Style Service . 2
6、0v 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 29v Soup Service . 3
7、0 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- MEAL BRIEFINGSCOM
8、MUNICATION 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 Standards . 49IND
9、EMNIFICATION 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 tables of eight where possib
10、le. 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 100 Guests1 Server per 100 Gue
11、sts 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 per 30 GuestsDinner BuffetFewer
12、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 Server per 30 GuestsBuffer Runn
13、ersFor 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 Family Style dinning at large conference
14、 like tables: 1 Server per 15 guestsv A la Carte entre 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 that do not interrupt traffic flow are important.
15、 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 permitted, but close attention must be paid to how the surrou
16、nding 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 high, as shorter guests might find it difficult to see or
17、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 EQUIPMENT/FOOD SET-UP Draped colorful, contrasting table toppers
18、 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 items. Buffet should be set with space between items to give guests t
19、he 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 the placement of items and ensure maximum accessibility and convenience. Sauces,
20、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 any type are not to be used. Glass presents a more hazardous condition than china when
21、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 that can be read from each side. All signage must be typewritten or from a label maker. Erasable, ha
22、nd-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 acceptable. Garnishes must make sense, coordinate with the food item, and be edible. Whenever a salad is s
23、erved 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 the buffet. Food must never be stored under the table.PROPS AND EQUIPMENT Props, decoration, and themes must be coo
24、rdinated 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” props; props from other themes should not be used. All local sanitation and fire code regulation must be followed. Whenever coo
25、king 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 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.TAKI
26、NG LEFTOVER FOODS FROM BUFFET Leftover food presents special challenges that must be address skillfully and with common sense. If a customer wants to take the few remaining brownies or cookies from the buffet, that may be done. Heated or cold foods, through, presents other challenges, and possibly c
27、onsequence. The following guidelines must be considered. Coordinate production with the culinary team to prevent large amounts of leftovers. For 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. Thi
28、s will allow you to stagger the months served as consumption tapers off.GENERAL BUFFET STANDARDSTAKING LEFTOVER FOODS FROM BUFFET cont. When 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 op
29、inion 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 protecting 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 suc
30、h potential danger. However, by taking the leftover, you would be taking the food out of the care of trained food handling experts. There 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 respo
31、nsibility for protecting you and your guests very seriously, and I think you can see that this would expose them to unnecessary risk “ For 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 challe
32、nged with the comparison to restaurants. Associates may explain that the food preparation for restaurants is done very closely to service, 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 quic
33、kly deteriorate once removed from the heated or chilled state. If challenge with a customer continues consult with the Manager on Duty and 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 rele
34、ase form when removing food from the hotelGUEST WHO WANT TO BRING THEIR OWN FOODS INIn some case, guests insists on bringing in food from 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
35、form to release us from liability (See form in back of manual).COFFEE BREAKS/CONTINENTAL BREAKFAST STANDARDS The location of a coffee 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
36、 placed inside the meeting room, the customer must be told in advance that the staff will be entering the room to refresh and tidy 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 logic
37、al manner that facilities customer flow and usage. (e.g, sugar and creamers adjacent to the coffee urns). In general, coffee 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
38、 breaks must be accompanied by lemon wedges and individuals glass jars of honey. Coffee breaks and continental breakfast 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 fo
39、od being served. All foods served must meet sofitel food product specification. Refer to the Food Specification 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.
40、The preferred colors for skirting are white, burgundy and green. Simple overlay tablecloths ( with tapestry 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
41、 by a customer, they must be presented with coca-cola brand products(unless the customer has requested 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 mi
42、neral waters be served chilled and on ice. Still and sparkling (unflavored) waters are required 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
43、mineral waters are placed on ice for service. It is optional for soft drinks to be 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 o
44、r metal and also must be spotlessly clean. An alternative beverage to coffee, 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
