u f beverage standard operating procedure resorts

U Hotels & Resorts Page | 1

Updated: October 2018 | CEO

U

Hotels

&

Resorts

FOOD AND BEVERAGE STANDARD OPERATING PROCEDURE


TABLE OF CONTENTS

FOOD AND BEVERAGE Series Subject P-FB-001 HYGIENE STANDARDS P-FB-002 UR-RESTAURANT-HOMELY COMFORT P-FB-003 MINIMUM BRAND MENU STANDARDS P-FB-004 BREAKFAST WHEREVER/WHENEVER PROGRAM P-FB-005 UR DINING-ROOM SERVICE P-FB-006 UR POOL OPERATION P-FB-007 RESTAURANT OPERATION HOURS P-FB-008 MENU NAME TAGS P-FB-009 MENU GRAPHICS&ARTWORK P-FB-010 QUALITY GUIDELINES F&B SERVICE P-FB-011 QUALITY GUIDELINE F&B BQ OPERATIONS P-FB-012 SHIFT MEETING TASTE PANEL P-FB-013 ADD, DELETE OR CHANGE OF MENU ITEMS P-FB-014 BANQUET EVENT PROCEDURE P-FB-015 BANQUET EVENT ORDER DISTRIBUTION P-FB-016 BANQUET GROUP HANDLING BY PROPERTY P-FB-017 EVENT MANAGEMENT INCENTIVE PROGRAM P-FB-018 EVENT QUESTIONNAIRES/FEEDBACK P-FB-019 EVENT TASTE PANEL


STANDARD OPERATING PROCEDURE Subject: Hygiene Standards Department: F&B Reference # P-FB-001 Page: 1/2 Issued date: January 2012 Updated: October 2018 Issued by: CEO Approved by: CEO

Back to Table of Contents P-FB-001 HYGIENE STANDARDS Objective: The objective of this manual is to achieve and maintain the highest possible food safety standards throughout our properties. The hygiene standards are fully documented in the hygiene manual, these standards must be implemented at all managed properties. In such case the local regulations are stipulating higher standards than covered, then the local regulations prevail. Policy: U Hotels & Resorts firmly believes in providing its guests and employees with high quality and hygienic food. The hygiene manual i s providing guidance on food safety procedures based on the principals of HACCP standards. It further recognises the need for effective control procedures of all types of microbial, physical & chemical hazards. All controlled procedures implemented will either eliminate the hazard completely or reduce it to an acceptable level. All employees are reminded to abide by the hygiene manual and all procedures laid down by the management. It is expected that all employees will make every effort to maintain all written procedures for the monitoring of the critical control points and good hygiene practices. The Hygiene Manual is to be implemented as soon as the property receives the document. External food safety audits conducted will be against this manual. It is the intention to ensure that all properties achieve the highest level of food safety and food hygiene standards

Procedure: 1. Food Quality and Hygiene Audit will be conducted on a monthly self-audit basis and must be done in all kitchens

and beverage areas. The monthly audit is the responsibility of the Food and Beverage Manager/Director and Executive Chef. For this purpose, record 15 will be used.

2. The completed checklist should be sent to the General Manager and cc. Group Director of F&B. 3. As part of the QA audit and 2 times a year, the property GM will conduct a hygiene audit, 4. On a yearly basis, where there is a contract in place – Diversey will conduct an unannounced Food Quality and

Hygiene Audit. 5. The average score of both audits shall be used as the official score for property which shall be included as a KPI for

the property General Manager. 6. Following the audit and within 2 weeks, the property must submit an action plan covering all shortfalls. 7. The following scores constitute a pass or fail:

A. Pass - 85% or above B. Fail - 84% or below C. Fail – 75% or below needs to be rectified immediately and re-audited within 4 months

8. Any subsequent failure of the hygiene audit by 75% or less must be discussed with GDFB for further action. 9. For new properties opening from 2016 and beyond, they will require three (3) visits by Diversey in the first year of

operation. This will include a pre-opening visit, approximately 30 days before opening, a visit after three (3) months and a further visit nine (9) months after opening. Please note that the third visit will be unannounced.


The following information will be available on the Intranet:

INTRANET REF: AHS/Standard/SOP/Corporate

INTRANET REF: Standard/F&B/Hygiene Manual

INTRANET REF: Standard/FB/Hygiene Form INTRANET REF: Graphic & Artwork/FB Hygiene

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http://www.absolutehotelservices.com/backoffice/content_view.php?id=1024&com=1&mid=360&a=view

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STANDARD OPERATING PROCEDURE Subject: Ur Restaurants – Homely comfort Department: Food & Beverage Reference # P-FB-002 Page: 1/1 Issued date: January 2012 Updated: October 2018 Issued by: CEO Approved by: CEO

Back to Table of Contents P-FB-002 UR RESTAURANTS – HOMELY COMFORT Objective: To create a comfortable, familiar and guest centric dining destination Policy: All restaurants must be operated in the manner highlighted in this SOP, providing a homely feel and comfort for our guests. Unique restaurant concepts will be created for each F&B outlet in the property. This / these concepts will have been presented, agreed and confirmed by the hotel owners and U Hotels & Resorts. A copy of this concept can be found at Intranet REF: AHS/Standard/Concepts

Procedure: 1. All restaurant must cover service Ur Dinning and pool service as described in the SOPs. 2. Printed menus are to be used and can be printed in-house onto good quality paper (22-250grame). The relevant

pages will be inserted in a hardcover menu with sustainable cover material like leather, PVC leather, wood or similar, the design of these cover will reflect the overall ID concept of the outlet.

3. There will be a minimum of three separate sets of menus available, a breakfast menu, lunch & dinner menu and a beverage menu. Those menus will be presented following the Quality Guidelines.

4. Besides breakfast, the same food offerings must be on offer throughout the day. This can be supplemented with daily or monthly specials. At all times Minimum Brand Menu Standards must be followed.

5. Menus must be reviewed regularly, taking into consideration, the ever-changing customer needs and dining trends, actual guest feedback and must be based on accurate sales and profit analyses. Available tools are the Engineering.

6. Service sequence and service promises must be implemented following the: Q -Guidelines F&B Service.

INTRANET REF: Q-Guidelines F&B Service

INTRANET REF: AHS/Standards/Concepts

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STANDARD OPERATING PROCEDURE Subject: Minimum Brand Menu Standard Department: Food & Beverage Reference # P-FB-003 Page: 1/2 Issued date: January 2012 Updated: October 2018 Issued by: CEO Approved by: CEO

Back to Table of Contents P-FB-003 Minimum Brand Menu Standard Objective: U Hotels & Resorts properties are required to follow the guidelines and implement menus and other collateral used in our F&B outlets as per minimum brand menu standard documents as stored at Intranet Procedure: 1. Each property General Manager and F&B team should consult the Group Director of Food & Beverage to follow

the guideline. 2. These standards may be customized based on the size of the property. 3. Breakfast will be served on a cold table buffet basis for fruits, cereals and bakery items. 4. Cooked items will be served as an ordered basis (by larger operation a full buffet with live station should be

adopted). 5. Local specialties must be offered, and must be based on customer mix and be reflected on the buffet contents. 6. Effort should be made, monitoring guest flow and demand and to limit the quantities set up on the buffet and

food items should be served freshly cooked and wherever possible live cooking of hot buffet items is preferred. 7. Carefully review the flow and accessibility of the buffet sections/selections. 8. Where applicable use and indicate items grown locally or on resort. 9. Hot/cold food temperatures to be based on the Hygiene manual. 10. Chefs on duty should all be able to explain dishes on the buffet and be clean and presentable. 11. Chefs working on the cooking station must be able to converse in English and be at a 2+ level. 12. The F&B team must ensure that at all times the buffet is refilled when and where required as well a ensure

cleanliness and tidiness of buffet tables and operating equipment. 13. As breakfast is included in all room rates, a price must be set for the full option and continental option for non-

residential guests.

INTRANET REF: Minimum Brand Standard menu

INTRANET REF: Breakfast Rotation sample Template

INTRANET REF: Minimum Brand Breakfast presentation

INTRANET REF: Graphics &Artwork/FB/Food name tags

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14. Signature breakfast recipes must be submitted through applicable form and approved by GDFB. 15. A minimum of three (3) signature breakfast dishes must be present. A rotation schedule to be established to ensure

daily changing variety. 16. All service associate must be knowledgeable of each signature breakfast items and must be part of the 15-minute

daily training. 17. The signature breakfast must be a talking point between guest and all employee. 18. Signature breakfast name tags to be used and displayed next to each signature breakfast dish

INTRANET REF: Minimum Brand Signature Breakfast

INTRANET REF: Signature Breakfast submission Form

INTRANET REF: Signature Breakfast name tags

MINIMUM BRAND STANDARD MENU:

1. All a la carte menus shall be in accordance with the minimum brand standard menu. 2. Each a la carte menu to have a mandatory core menu, other menu items the culinary team to develop their own

food recipes. 3. Food and drink recipes need to be based and to be followed of the specific developed F&B brief for each restaurant. 4. Menu submission process to be followed as SOP: P-SMR-007 Printing Requisition Proofing. 5. The drink list must contain a minimum of 30 wines, these minimum requirements can be modified on a case by

case basis. 2 red and 2 white wines to be offered by the glass. 6. In countries were a Mandatory supplier contract are in place, the property must comply and follow the specification

as per contract. 7. All food and beverage menus and or change, consult and clear at all times GDFB prior to proceeding with

implementation.


INTRANET REF: Mandatory Core menu

INTRANET REF: F&B Brief Concepts

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STANDARD OPERATING PROCEDURE Subject: Breakfast Wherever/Whenever Department: Food & Beverage Reference # P-FB-004 Page: 1/1 Issued date: January 2012 Updated: October 2018 Issued by: CEO Approved by: CEO

Back to Table of Contents P-FB-004 BREAKFAST WHEREVER/WHENEVER Objective: To provide our guests with the added benefit of flexibility to decide when and where to enjoy their breakfast Policy: All Hotels must offer breakfast in the restaurant or in room from 06:30-23:00hrs daily based on 1 breakfast per day per guest. Unused breakfasts cannot be carried over to future days. The Breakfast Wherever/Whenever should always be promoted and offered to our guests as is a signature service of the U Hotels & Resorts brand. Procedure: 1. Revenue allocations will be set annually on a per person amount as a breakout of room revenue to restaurant food

revenue. The package will be built in the PMS to automatically allocate revenue regardless if the guests take breakfast or not. Guests should be just asked to sign an acknowledgment bill with zero balance to note they have taken breakfast.

2. For breakfast served in room or anywhere on the hotel premises, there will be a set offer which guests able to select type of juice, hot beverage, bakery items and style of eggs. No surcharge is charged for in room breakfast. Billing will be handled in the same manner as in restaurant breakfast.

3. Guests will order there in room breakfast through the host, either by phone or in person. The host will take all details of the order and call through the order to the restaurant or key into the PMS system which prints in the kitchen and room service dockets. In room breakfast must be delivered with-in 30 minutes of ordering. Should guests make their in room orders in advance then the host will make a record and call through 30 minutes prior to the requested deliver time. Service standards can be found in Ur Dining-room service SOP.

4. With advanced notice before 20:00hrs, breakfast boxes can be arranged for early departing guests which should include bakery, fruit and a bottled/canned fruit juice. The Hosts must handle ordering and distribution to guests.

5. The host must complete a breakfast log for all in room breakfast. This log is to be kept a minimum of 1 month. 6. For in room breakfasts, the compendium will contain all breakfast menu selections as well as optional (payable)

suggestions.


STANDARD OPERATING PROCEDURE Subject: Ur Dining- Room service Department: Food & Beverage Reference # P-FB-005 Page: 1/2 Issued date: January 2012 Updated: October 2018 Issued by: CEO Approved by: CEO

Back to Table of Contents P-FB-005 UR DINING-ROOM SERVICE Objective: To provide an interesting and innovative in room dining program that will be delivered to our guest at the highest standard. Policy: Ur Dining must be offered non-stop from 06:30-23:00 Procedure: 1. Order taking guidelines can be found: Intranet REF: Standard/quality Guidelines F&B Service. 2. Menus shall consist out of a selection of the restaurant menus and Minimum Brand Menu Standards must be

followed. 3. Breakfast items will be on an included basis as explained in the SOP on Breakfast Wherever/Whenever. 4. The menu must be included in the Ur Dining section of the in-room guest compendium or displayed on the TV

in room dining section. 5. Each menu item to have a numbering code, this allowing the “order taker” (Ur host) to repeat the dish ordered,

but as well confirm the menu number item. 6. Orders received by the Host via telephone:

• The order shall be logged into the Ur Dining log. • The order is called through to the restaurant to be keyed into the PMS, which prints dockets in kitchen and

restaurant. • The Restaurant Hosts will issue related captain orders and then pick up orders and deliver to the room. • The restaurant hosts must inform the Host when the order is delivered, and the Host will log details • Further details on telephone standards can be found in the SOP on telephone etiquette. • Ur dining orders must be served within 30 minutes of the order being placed. • Only elegant wooden trays must be used for IRD deliveries, for all other operating equipment, consideration

should be given to the sometimes-limited space available in the guest room. • Clear standards should cover all IRD service and tray setup presentation, depending on the meal period, these

should be properly documented, training and Pictures of setups must be clearly displayed to ensure 100% compliance.

• It is recommended that all operating used is the same as used the other hotel F&B outlets. 7. The standard for service sequence must be as follows;

• Water must be taken with every delivery. • Settings prepared based on the number of people. • All related operating equipment must be arranged as ordered. • Guest door’s must be knocked or ring the bell twice with ‘Ur Dining” announced. If no answer, then process

must be repeated. After 5 minutes the Host should be contacted to inform no guest answered and the restaurant Host should return with the order to the restaurant to await further instruction from the Host.

• As the guest opens the door, the time of day greeting must be made as well as a self-introduction of the restaurant Host.


• Guests must be asked where they prefer to enjoy their order and the area must then be set according to order. All plastic to be removed (if any) and offer to pour drinks (if any).

• The order must be repeated and confirmed. The bill must then be offered for guest signature with the name and room number already filled out.

• Then wish the guest an enjoyable meal stating to call the Host when the guests would like the items removed. • Settle the bill in the PMS system. Cash transaction will be handled as per the restaurants cash transaction

standards. • Collection of items will be advised by the host. Room hosts will clear to the Room pantries all non-call to clear

dishes.


INTRANET REF: In room checklist

INTRANET REF: Breakfast in room guidelines

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STANDARD OPERATING PROCEDURE Subject: Ur Pool Operation Department: Food & Beverage Reference # P-FB-006 Page: 1/2 Issued date: January 2012 Updated: October 2018 Issued by: CEO Approved by: CEO

Back to Table of Contents P-FB-006 UR POOL OPERATION Objective: To provide our guests with an individual, engaged and relaxing experience poolside. Policy: The pool area and related guest experience must be brand aligned, relaxing and engaged. Limited servicing of these areas is required. Procedure: 1. All employees with guest engagement must include a greeting, guest names usage. Detailed scripting of verbal

exchange must be discouraged as it comes across as in-personal and in-sincere. Eye contact must be made with plentiful smiles.

2. The cleanliness/maintenance of the area and all related equipment must be always of a high standard. Schedules and calendars to be in place to ensure this is achieved.

3. Servicing of guests at the pool side will be the responsibility of the Food & Beverage team. In some cases, the Hosts of the Front Office department will assist in order taking for food/beverage orders. Housekeeping and Engineering will be in charge of pool area cleanliness and maintenance.

4. Pool operating hours will be 06:30-22:00hrs. Signs must be posted on depth markings, pool rules and operating hours as well as that no life guards on duty. All pool signage must comply with local laws should those be in place and prevail.

5. Pool towels will be placed in all guest rooms as standard with a stock also available at the pool area on a guest served basis.

6. Lounger pre-set is ideally a rolled towel with a small flower if applicable. Used loungers must be cleaned and re-set as soon as possible. Used towels to be stored in a suitable covered basket and be moved periodically to a designated back of house area.

7. Food and beverage items for order must mirror the restaurants offering however maybe in a reduced selection. 8. No glassware shall be used at the pool. 9. All employees working in this area should have basic first and lifesaving and CPR training as well as all related

equipment at hand. 10. At no time should loungers be able to be reserved by guests, in addition as a guideline, loungers which are

unoccupied for more than 3 hours even with books etc placed should be refreshed with items collected and held for guest collection

11. To encourage spa usage, spa head/neck samples may be performed at agreed times with the spa hosts in the pool area.


Service sequence (dependent on the hour) will include: 1. Welcome guest and assisting with lounge selection, lay out the pool towels and offering to opening or adjusting the

parasol. 2. Cold towels must be passed around hourly. 3. All bottled or canned beverages should be served in suitably sized ice buckets. 4. Offer the guests a specially developed water proof, food and beverage menu and advise guest of any specials on offer

for that day. 5. Take beverage and food order. 6. Complimentary pass around’s such as: ice popsicle, food samples, smoothies, fruit on sticks should be offered on a

regular basis.


STANDARD OPERATING PROCEDURE Subject: Restaurant Operation hours Department: Food & Beverage Reference # P-FB-007 Page: 1/1 Issued date: October 2018 Updated: Issued by: CEO Approved by: CEO

Back to Table of Contents P-FB-007 RESTAURANT OPERATION HOURS Objective: All U Hotels & Resorts properties are required to comply with the agreed restaurant operation hours. Policy: Operation hours might various by properties and might be adjusted if needed. Any adjustment must be communicated and agreed upon with U Hotels & Resorts Corporate operations team. Procedure: 1. Breakfast will be served 06:30am-11am, depending on the number of guests in-house this can be a buffet and/or a

la carte. 2. As of 11am till closing time, upon guest request breakfast will be served as a set. 3. All restaurants must offer breakfast wherever/whenever service as described in the SOP. 4. Rrestaurant’s must offer ala carte dining from 11:00am till 11pm, LAST ORDER IS 11pm! 5. Pool operating hours are discretionary and must be suitable for the type of hotel.


STANDARD OPERATING PROCEDURE Subject: Menu Name Tags Department: Food & Beverage Reference # P-FB-008 Page: 1/1 Issued date: October 2018 Updated: Issued by: CEO Approved by: CEO

Back to Table of Contents P-FB-008 MENU NAME TAGS Objective: Property to have consistence brand menu name tags across all hotels. Policy: Property must use Brand Menu Standard templates for all buffet set ups. Procedure: 1. Name tags stands can be based on ID detail design of the restaurant. 2. Name tags are to be printed on plain white paper using the Brand Menu Standard template. 3. Each name tag to be cut individual, then to be laminated. 4. Name tags to apply local languages were applicable. 5. Name tags should not be cluttered or set too close next to each other. 6. Generic and obvious items such as “fruit”, “salad / lettuce”, “cut vegetables” do not require name tags. 7. Ensure that all tags are free of grammatical or spelling mistakes 8. Name tags must be in good condition at all times.

INTRANET REF: Graphics & Artwork/FB/Food Name Tags

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STANDARD OPERATING PROCEDURE Subject: Menu Graphics Artwork Department: Food & Beverage Reference # P-FB-009 Page: 1/1 Issued date: October 2018 Updated: Issued by: CEO Approved by: CEO

Back to Table of Contents P-FB-009 MENU GRAPHICS & ARTWORK Objective: Property to use approved brand menu design for all collateral implement at the property Policy: For property with no marcom department on site, collaterals such as: a la carte menu, F&B newsletter, F&B flyers, posters, J Flags must be designed and jointly approved by AHS corporate Marcom and Operation team Property with a dedicated marcom team must follow the Graphics & Artwork brand standards Procedure: Printing Requisition/Proofreading SOP: P-SMR-007

INTRANET REF: GRAPHICS& ARTWORK FB NEWSLETTER

INTRANET REF: PRINTING REQUESITION/PROOFING

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STANDARD OPERATING PROCEDURE Subject: Quality Guidelines F&B Service Department: Food & Beverage Reference # P-FB-010 Page: 1/1 Issued date: October 2018 Updated: Issued by: CEO Approved by: CEO

Back to Table of Contents P-FB-010 QUALITY GUIDELINES F&B SERVICE Objective: These quality guidelines are designed to give all employees an overview of the U Hotels & Resorts Service Culture and should be used /rotated and incorporated into the daily 15 minutes training. Policy: All section must be part of the training and orientation of any new employee. This training must be completed prior to the employee engaging in guest contact. The entire service sequence was appropriate should be trained by role play. Procedure: See attached Quality Guidelines, ensuring compliance and implementation and create LSOP’s were required

INTRANET REF: Quality Guidelines FB Service

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STANDARD OPERATING PROCEDURE Subject: Quality Guidelines Banquet

Operations Department: Food & Beverage

Reference # P-FB-011 Page: 1/1 Issued date: October 2018 Updated: Issued by: CEO Approved by: CEO

Back to Table of Contents P-FB-011 Quality Guidelines Banquet Operations Objective: These quality guidelines are designed to give all employees an overview of the U Hotels & Resorts Service Culture and should be used /rotated and incorporated into the daily 15 minutes training. Policy: Employee to follow the process and service sequence and standard set up as per the quality guidelines for Banquet Operations Procedure: See attached Quality Guidelines, ensuring compliance and implementation and create LSOP’s were required

INTRANET REF: Quality-Guidelines FB BQ operation

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STANDARD OPERATING PROCEDURE Subject: Shift meetings and taste panels Department: Food & Beverage Reference # P-FB-012 Page: 1/4 Issued date: January 2012 Updated: October 2018 Issued by: CEO Approved by: CEO

Back to Table of Contents P-FB-012 SHIFT MEETINGS AND TASTE PANELS Objective: To provide standards to ensure that daily communication and product knowledge training takes place between managers/supervisors and all Hosts on duty. This will improve product knowledge so to enable more informed service levels and opportunities for up selling. Policy: Shift meetings and taste panels must be staged for every shift. Procedure: 1. Restaurant and Kitchen Hosts shift meetings are held before every shift/service. 2. Shift briefing includes the topic from the 15 minutes of training calendar, uniform check, forecast, and the taste

panel. 3. A minimum of two food items are tasted at every taste panel, reviewed against use records and critiqued used record

are developed for every dish which includes recipe, operating equipment and conducts. 4. Items rotate based on the outlets a la carte menus and promotions. 5. Training on one wine, one beer OR one liquor is included in every restaurant shift meeting. 6. There is management/supervisory representation from kitchen and front of house at every shift meeting. 7. Shift meeting forms (see appendix) are completed with all items discussed/trained. Signed by all attending and

posted for the duration of the shift. At the end of the shift these pre-shift meeting forms are kept on file in the manager’s office for reference that training took place.

8. The taste panel form once completed is to be sent to the Chefs office for his follow up and filing. 9. Use records for each menu item which are prepared from the kitchens must be utilized in the taste panel. Please

see attachment. 10. Entertainment checks are to be raised for all consumed items and signed by the outlet manager and sent to

accounting on a daily basis. These items consumed are to be charged at cost to each respective outlet. 11. Records are to be filed in each outlet by month in date sequence with records kept for a minimum of 3 months.


SHIFT MEETING FORM Shift Meeting: Outlet: Date: Meal Period: Conducted by: Employee Initials: 15 Training Topic: Forecast: Specials: Out of stock items: Promotions: Service Topic of the Day: Sales Focus (Sales Incentive): Taste Panel Appearance Check Motivational Statement and any other business:


Taste Panel Form

Menu Item (Name as written on menu)

Sales price

Appearance Use record Provided/followed?

Describe flavour

Texture & Consistency

Potential Upsell or Beverage Pairing

Opportunity

Accompaniments

Yes No

Date: Chef in attendance: Restaurant: Catering Function: Managers and Hosts attending 1. 2. 3. 4. 5. 6.

Additional comments:


Recipe

Dining room ABC Portions 1 port Date: June 2009 Name if item Lemon grass basted pork tenderloin with mais timbale and rock lobster

Ingredients Qty Unit Unit Cost

Cost Method

Pork Tenderloin 70 g Marinate the pork fillet with lemon grass and little olive oil. Season the meat and roast till mw, relax and slice in trenches. Season the lobster and grill till tender. Heat the mais timbale and the vegetables place all according to the picture on the plate and pour the sauce, not too spicy, around. Garnish with the coconut milk. Decorate the plate accordingly to the pictures

Rock lobster tail in shell 1 pc Lemon grass chopped 10 g Seasoning 1 x Cooking Oil 2 cl Sesame, garlic polenta timbale 60 g Vegetable in butter 40 g Green curry sauce 2 cl Cream 5 ml Lavash 10 g Coconut milk 5 ml Cost per portion Food cost Add C. - Total Cost incl. wastage 31% 15% - Sales Price -


STANDARD OPERATING PROCEDURE Subject: Add, delete or change of menu

items Department: Food & Beverage

Reference # P-FB-013 Page: 1/2 Issued date: January 2012 Updated: October 2018 Issued by: CEO Approved by: CEO

Back to Table of Contents P-FB-013 ADD, DELETE OR CHANGE OF MENU ITEMS Objective: To ensure the process of adding, deleting and changing of all menu items are under control with correct procedures. Procedure: 1. F&B department has to make a requisition of this process to the IT manager by completing the below process and

approval. 2. Requester fills below requisition form with full details of each item. Effective date needs to be clearly indicated. 3. Send the form to F&B Manager or Assistant F&B for approval. 4. Requester sends the completed form to IT Manager 5. The completed form must be sent to IT Manager 3 days before the effective date to make the necessary changes. 6. After completing the changes, the restaurant manager has to make a test print of the changed or added items to

make sure all is in order. 7. Deleted items can’t be deleted from the system for at least till end of accounting year, therefore they need to be

hidden to keep the POS screens clean.


Add, Delete or Change of Menu Items Request Form

Date:

To:

Subject: Outlet:

No. Description Group Old Price New Price Cost Price %

Start date:

End date:

Prepared by: Approved by:

EAM F&B / Assistant F&B Director

For IT Department

Receive date:

Finish date:

Process by:

Remark

In case you wish to continue using the requested item after the end date, please kindly send the request form 3 days in advance before the end date.

Shortened Name 20 Characters


STANDARD OPERATING PROCEDURE Subject: Banquet Events Procedure Department: Food & Beverage Reference # P-FB-014 Page: 1/3 Issued date: October 2018 Updated: Issued by: CEO Approved by: CEO

Back to Table of Contents P-FB-014 BANQUET EVENTS PROCEDURE

Objectives: To provide quality services in external and internal event planning and coordination for confirmed groups and events. Well defined work processes and procedures to offer proactive, efficient and responsive planning advice and logistic coordination to event organizers.

Policy: • Catering Sales Manager will be responsible for incoming sales inquiries;

- Local catering (Corporate, Government & Association) - Catering for guest rooms (below 10 rooms) - Wedding Party & Engagement Ceremonies

• Provide prompt sales services to corporate & local organizers. • Proactive planning of all event requirements with organizers. • Events Manager handles and manages all aspects of planning and coordination for confirmed groups and events in

all market segments. • Events Manager to ensure efficient planning with the organizers in order to clearly communicate the requirements

and details to operating departments of the hotel for event execution and service delivery on the event days. • Hotel Operations to be responsible for the on-site control and management of group and event service deliveries

until the end of the event. • Hotel Operations to ensure a smooth delivery service throughout the event

Procedures: Functional Roles and Responsibilities: 1. Sales Role

• Conduct sales calls and sales activities to build business rapport and client relationships. • Accounts development to increase sales revenue and drive business growth. • Develop and execute sales strategy for business development and to acquire new customers and business.

2. Leads Generator • Increase sales account coverage and outreach to target markets and segments to generate group and event

leads. • Work closely with Corporate/ Regional Sales Office, Sales Team and industry wide sales events to increase

market exposure and interest and prompt business inquiries. Catering Sales: 1. Receive incoming leads from all sales teams, hotel website for proposal handlings and business follow ups. 2. Inquiry details must be obtained before forwarding leads to Catering Sales Manager for proposal responses. 3. Reply to inquiries received through email, in an hour to acknowledge and advise on time of quotation/proposed

delivery. 4. Respond to inquiries and send proposals within 8 working hours. 5. Drop down the inquiry details for guest rooms and event requirements. 6. Follow up proposals and probe for decisions. 7. Hosting and coordinating site inspection with the organizer. 8. Negotiating, upselling and closing business.


9. Contracting and following up on signed contracts. 10. Handover file to Events Manager / Banquet Manager 11. Introduce the organizer to Events Manager / Banquet Manager via phone or email. 12. Thank you letter to be sent by General Manager one day after organizer departure. 13. Build rapport to solicit new business.

Events Execution: Events Manager: (EM) 1. Review the handover file to be distributed by Catering Sales Manager (SM). 2. EM & SM to monitor room block reduction and cut-off time after receiving handover file from Senior Catering

Manager. 3. SM to send signed contract to Reservation, Accounts receivable. 4. EM to send the events checklist to the organizer. 5. SM to send credit application (if required) & direct billing request to Finance in advance under given approval lead

time. 6. SM follow up on rooming list and trace on room attrition review. 7. Finalize all event requirements and issue external BEO to organizers no later than 15 working days prior to the

event. 8. SM to seek organizer confirmation regarding event details, guarantee attendance and carry out billing no later than

72 hours prior to the event. 9. EM & SM issue internal Banquet event order (BEO) with all finalized event details and billing instructions to all

concerned departments no later than 7 working days prior to the event. With the exception of last-minute events confirmed less than 10 business days, clear communication and BEO still need to be available to ensure event detail accuracy with all concerned departments.

10. EM & SM advise changes to the issued BEO through internal change log up until event date. 11. EM & SM issue group resume of confirmed rooms and hotel arrangement for groups comprising 10 guest rooms

& above to the concerned departments no later than 7 working days prior to the event. With the exception of last-minute events confirmed less than 10 business days, clear communication and Group Resume still need to be available to ensure event details accuracy with all concerned departments.

12. EM internal meeting: to be conducted for all major events. 13. External meeting: to be conducted for all major events with the organizers for 40 rooms and above. 14. EM introduces Banquet Operations, Front Office and other key hotel personnel to organizer for on-site event

execution. 15. EM provide an on-site hotel contact list with names, phone numbers and responsibilities to organizer. 16. EM collect master bill statement and supporting checks for review. 17. EM to review master bill with organizer upon event completion with Front Office. 18. EM engage organizer for event qualitative feedback.

Reservations: 1. Rooming list received by EM to be sent to Reservation to input room bookings upon receipt from the organizer. 2. Regular update of pick-up to EM and organizer. 3. Make reservations changes upon receipt of rooming list revision. 4. Group pick-up / attrition review with EM at Group Review Meeting. 5. Update final room reservations list to EM and the organizer before group first arrival.

Kitchen: 1. Menu update and food cost itemization for flexible menu customization and up-selling. 2. Food tasting arrangement and meeting with organizer for feedback. 3. Menu finalization with EM.


Technician: 1. AV equipment inventory update. 2. Provide professional support during organizer site visit and planning for venue setup. 3. Follow and cross check event AV setup according to BEO. 4. Standby at event prior to event start to conduct equipment test run or rehearsal. 5. Provide AV support to organizer during the event. Banquet: 1. Greet the organizer at event to walk through event agenda, setup and F&B requirements according to BEO prior

to event start time on each event day. 2. Take over event to closely partner with organizer on prompt service delivery, event update and other service requests

throughout all event days. 3. Coordinate last minute in-house event changes. 4. Responsible for communicating changes with Banquet Chef on food arrangement or reconfirming serving time

and guaranteed attendance. 5. Responsible for checking and updating BEO details with organizer and internal departments for events carried

through consecutive days. 6. Banquet posts daily banquet checks directly using system, present to the organizer for sign off banquet check and

send checks to Front Office for consolidation.

Front Office: 1. Follow and cross check guest room requirements according to group resume. 2. Coordinate with organizer and manage in-house room reservation and payment update or changes. 3. Coordinate with EM and manage group VIPs arrangement. 4. Coordinate and manage ground transportation arrangement if required. 5. Provide a daily updated in-house guest list to organizer if required. 6. Compile & ensure the master bills are arranged in good order based on the BEO, Group Resume or banquet check

on a daily basis for instant review by EM. 7. Review and update the latest event group charges on estimated master bill statement prepared by Credit the night

prior to organizer departure.

Finance: 1. Finance to set up an Event Group Consolidated Bill template for organizer's bill presentation and review. Special

billing instructions will be communicated to Credit Manager. 2. Responsible for Events direct billing and payment follow up for deposit.

Type of Meeting: 1. BEO – Weekly (Banquet Chef, Banquet Team & Technician, Security, Florist) 2. Group Resume – daily (Front Office, Housekeeping, Reservation, Security, Florist) 3. 10-Day forecast – weekly (Banquet Chef, Banquet Team, Technician, Front Office, Housekeeping, Reservation,

Security, Florist)

Chaired by Senior Catering Manager/ Events Manager: 1. To be conducted for all major events to Hotel Operation. 2. Participants: All staff who are on the Event Resume distribution list.


STANDARD OPERATING PROCEDURE Subject: Banquet event order distribution Department: Food & Beverage Reference # P-FB-015 Page: 1/1 Issued date: October 2018 Updated: Issued by: CEO Approved by: CEO

Back to Table of Contents P-FB-015 BANQUET EVENT ORDER DISTRIBUTION

Objective: To ensure that all client requirements for events are completed and accurate to properly coordinate with other departments involved. Policy: Catering department is to distribute the Banquet event order (BEO) at least 7 days before function date. Unless a booking is urgent, a draft BEO and important information needs to be informed to all departments concerned such as the kitchen, banquet operation, steward, AV during BEO briefing or immediately call to inform the department concerned and follow by sending the BEO directly to each department.

Procedure: 1. After printing out the BEO from the system if available, F&B department head in charge needs to sign the

document to double check and proof read all details before distributing to other departments. 2. BEO to be distributed to:

• Executive Chef • Banquet Manager • Florist • Accounting • Engineering • Stewarding • Department Head • HR office • Security

3. Event managers (EM) have to upload signed BEO to the shared drive and for all concerned departments to view and print out attached with floor plan and other documents that need to be sent such as picture of cake, picture of flower style, picture of the company logo and wording.

4. At the catering department, the hard copy of the original document will be kept in a separate file for each event such as original proposal, contract, revised contract, floor plan, etc.

5. For any last-minute pick-up events, catering sales (CM)/ EM have to inform and discuss with chef for capability and selection of menu before confirming with the client. Then inform banquet team and issue BEO as soon as possible.

6. Breakdown of charge should mention in the BEO as follow; • Coffee break per meal • Lunch (if included) • Dinner • Beverage Packages • Corkage • Food Stalls • Flowers • Room rental • Miscellaneous


STANDARD OPERATING PROCEDURE Subject: Banquet Group handling by

property Department: Food & Beverage


Back to Table of Contents P-FB-016 BANQUET GROUP HANDLING BY PROPERTY

Objective: To ensure that all information for in-group bookings are complete and accurate before the guests arrive and to properly coordinate the group’s requirements with other department involved. Policy: It is the policy of the hotel to obtain all information pertaining to the group’s reservation in order that the requirements are met and that this information is well communicated. Procedure: 1. The Event Manager (EM) handles group bookings. 2. For group blockings, the following information is required:

• Group code – This is important for easy access in group blockings and for tracking purposes. • Name of the group. • Arrival and departure date of the group. • Rate code/Rate – The supervisor should double check if the rate quoted is the same as the rate in the Group

Reservation Sheet (GRS, please see attached sample) provided by the Sales department. • Reservation type – This reflects the status of the group as follows;

➢ Definite – a LOG and/ or rooming list is required to confirm a group booking. ➢ Pending – For follow-up, contract issuer. ➢ Tentative – For group blockings without a GRS and/ or a rooming list. Proposal sent. ➢ Guaranteed – Either with guests’ own credit card or letter of guarantee from the company. ➢ Loss – Group did not materialize or cancelled;

✓ Market Segment – Assign the proper market segment accordingly based on the following criteria. ✓ Source of business. ✓ Cut-off date – the cut-off policy for group reservation is as follows unless short term lead picks up; ❖ 10 to 29 rooms – Minimum of 14 days prior to the arrival date. ❖ 30 rooms and above – Minimum of 14 days to one month prior to the arrival date. ❖ Room type and number of rooms required. ❖ Contact persons, company name and contact number. ❖ Name of the Sales person in charge of the group.

3. The number and type of rooms required are blocked off on a day-to-day schedule basis, based on the group’s inclusive dates of stay.

4. The following information is compiled: • Rooming list. • Individual arrival and departure dates. • Individual arrival and departure flight details and times. • Transfer in/out requirements. • Billing arrangement. • Meeting/Event/food/beverage/activities information.


5. All requirements for a group booking should be submitted on or before the specified cut-off period. In the event that all requirements are not submitted until the aforementioned maximum cut-off period, the group booking shall be automatically released. Similarly, cancellations/reductions of definite groups shall be charged based on standard contract clauses. This information will be shared with the Sales team.

6. Once the contract is signed, the sales person handling the account prepares a handover checklist and file to be turned over to the Event Manager of the property to carry out. The Sales team will send an email to the contact person introducing the event manager as the main contact person for any changes or updates. The Event Manager then must contact the group organizer within 24 hours via written format.

7. When all requirements are finalized, the GRS/BEO’s are issued and distributed two weeks before the first arrival date by the Event Manager. Updated information should come from Event Management not Sales Person as the information was passed upon the contract being signed.

In most cases, a coordination meeting/action plan will be called by the event manager involving all departments concerned, so that the group requirements can be discussed beforehand. This depends on the complexity of the group arrangements. At the end of the event, the Event Manager sits down with the group leader to discuss any comments that they or any of their group may have during their stay. An Event post – questionnaire is presented, and they go over all the points with the group. Completed questionnaires are to be copied to Pro-active Sales and Sales Centre as well as property management.

ACTION PLAN: 1. ORGANIZATION: Name of the company organizing the event.

2. NAME OF MEETING: Official name of meeting (in case there are minor meetings during the same

period, please state clearly the main meeting and those other meetings’ names). 3. DATES: Period of meeting.

4. BACKGROUND: (Keep it very brief here)

• Brief company profile (i.e. petroleum, advertising, medical, consumer products) Apart from getting to know the accounts, this will enable the hotel to be aware and prepared if there is a competitor coincidentally organizing an event during the same period.

• Repeating group – state their previous preference and issues (if applicable). • Delegates (optional) – i.e. Asia Pacific, Europe, America.

5. GROUP CONTACT: Name(s) of group organizer(s), can be both on-site contact and the authorized

organizer. 6. HOTEL CONTACT: Name / position / contact number.

7. ROOM BLOCK:

As of: Contract / latest rooming list

NOTE: rooming list must be updated in the system on a regular basis. This will help minimize the overbooking and extensive wash-down situation while the room revenue will possibly be maximized. The respective event manager is required to remind and discuss cut-off date, no show, cancellation charges with the organizer beforehand

DAY Fri Sat Sun Mon Tues Wed Thurs Fri Sat Sun DATE 23 24 25 26 27 28 29 30 1 2 Total 2 4 10 19 26 26 23 6 2 C/O


8. MAJOR ARRIVALS: as the rooming list.

9. MAJOR DEPARTURES : as the rooming list.

10. VIP ARR/DEPART: VIP’s information, including name, position and flight details (or at least arrival

time) MUST be provided as complete as possible. For example:

Position/Name Status Arrival Flight Departure Flight Mr. John Bullock, Vice President, Strategy & Portfolio (Shell) Mr. Michael Quick, Vice President, Asia Pacific (CAP Gemini Ernst and Young)

VI

VI

April 27

April 25

BA 9 15.30 hrs.

SQ68 19.50 hrs.

April 29

April 230

BA10 23.15 hrs.

SQ879 17.00 hrs.

11. RESERVATION USED: State clearly:

• How the reservations are made (group / individual form). • When the first / final rooming is received. • When the rooming list will be (or has been) submitted to the Reservation Department.

12. RESERVATIONS (As per contract): Room Type / rate Particular details mentioned in the contract, i.e.

• The above rate is extended specifically to this group. A group is defined as 10 paid rooms booked collectively at one time and travelling together. Should the number drop below 10 rooms, the corporate rate will be applied, or the above rate will be reviewed.

• One room upgrade to Deluxe Suite. • 2 complimentary rooms for Shell of Thailand delegates. • Complimentary one-hour cocktail reception.

13. ROOM UPGRADE:

• The number of rooms to be upgraded. • Whose room(s) to be upgraded.

14. COMPLIMENTARY:

• The number of complimentary rooms. • Whose room(s) are to be on complimentary basis.

NOTE: Room upgrades and complimentary rooms should be arranged according to the contract. If the numbers are different to the contract, details of approval must be stated.

15. Front office / Housekeeping / Concierge / Bell: Basically, these departments will work closely together, the information can be addressed under the same section. Standard arrangements such as having the room ready upon arrival, welcome fruit basket in room, etc. are NOT required in the action plan.

VIP Room (any particular details relating to room arrangement)


For Example: • Ensure VIP treatment policies (according to the LSOP). • Particular details for the VIPs (i.e. smoking allergy, lower / upper floor preference, king bed, connecting door

requirement). • Welcome package from the organizers.

Check-in Process (Any details required by the organizers, which are different to the standard policies and required to be arranged upon check-in).

For Example:

• Group / individual check-in. • Welcome package to be handed over upon check-in. • Credit card numbers are not required as master account guarantees all expenses. • Please note that there are a group of 10 people from Capgemini Australia whose names were not in the original

list. Please maintain the same rate that they booked at, do not change to the Shell rate.

Early Check-ins and Late Check-outs (Particular details regarding early arrival / late checkout arrangement to ensure proper preparation).

For Example:

• Always state check-in and check-out times as some groups have different information. i.e. Check-in time is 14.00 hrs. and check-out is 12.00 hrs.

• Please make an effort to accommodate arrivals prior to 14.00 hrs. as well as checkout later than 12.00hrs. • No early check-ins and late checkout have been guaranteed. Please refer to the reservations keyed in the system.

Special arrangements can be managed on request and subject to room availability and usual charges. • Please arrange late checkout until 21.30 hrs. for Mr. John Bullock, approved by XXX. • Please confirm checkout date and time with Mr. James Nichols when he checks in as he cannot be reached.

Late checkout can be arranged subject to the availability and usual charge, please confirm with the guest.

Accommodation/Other Expenses Payment (please see in Billing Instruction)

16. LIMOUSINE: (Contract rate must be provided)

For Example: • Transportation rates for one-way transfer are offered as follows: • Mercedes Benz: Thai Baht / USD (X people maximum). • Van: Thai Baht / USD (X people maximum).

The following one-way transfer rates are for guests requiring a transfer from XXX to XXX:

• Mercedes Benz: Thai Baht / USD (X people maximum) • Van: Thai Baht / USD (X people maximum)

NOTE: (some particular information such as …)

• Transportation list has been passed on to the limousine manager • Transportation is not required at this state, please accommodate later requirement

17. LOSS PREVENTION: Activities or arrangements relating to safety and security of the valuable assets, staff,

guests, and hotel.


For Example: • To be aware and prepared for majority of the group checking in on Monday, April 26 and out on Friday, April

30. • High standard of security measure is strictly maintained. • 40-ft carton and 5 boxes will be delivered to the XXX room on April 24 at night from 21.00 hrs. • Please be aware of the storage at XXX room on April 25 and pre-setup & meeting in the Ballroom from April

26 – 30, 2004. • Please note that there is valuable IT equipment in the meeting rooms. • The group of organizers will require easy access to the meeting room at all times, please coordinate Guest

Service Centre when the room needs to be locked / unlocked.

18. GUEST SERVICE CENTRE / BUSINESS CENTER See common details always concerning with these two departments as follows:

• Usage of photocopies and other business centre services are expected, the expenses will be charged to the master bill only when they are approved by an authorized signature.

• All telephone calls during meetings will be charged to master bill. Please do not activate any lines for external connection unless otherwise instructed by the organizer through the Event Management.

• Messages received during the daytime to be sent to the Ballroom. After meeting time, please deliver messages to the guest room.

• Authorized signatory: Mr. Dean Pribetic – must be stated for their reference.

19. BILLING INSTRUCTION: Clear payment information according to the contract. INDIVIDUAL GUEST ACCOUNTS (what expenses need to be put on guest’s account)

For Example:

• Accommodation. • Transfers. • All personal expenses, for example, telephone calls, room services, mini bars, laundry, business centre services etc. • No-show and cancellation fee.

MASTER ACCOUNTS For Example:

• Day meeting packages at –Full xx per person • With the authorized signatures only, meeting related expenses • Room rental fee for room at 25 on April xx • Hour room rental fee at – 24 xxx. 27-26 April, Tuesday – per day for Ballroom from Monday • Fax machine rental fee at xxx day/set/ • Additional drinks during lunches and dinner • Group dinners in the hotel

Authorized signatories for Master Bill: Mr. Dean Pribetic (PM 9023)

DEPOSIT & BALANCE:

• 50 % deposit of XXX to be paid on April 23, 2018 by Mr. Dean Pribetic, Capgimini. • Balance to be paid upon departure

20. CATERING & BANQUET: (Please have as much information as possible stated to inform the Operation in

advance)


Shell Project Sunrise ASE Design Session April 28-29, 2018

Ballroom A

Date/Time Function Venue Guaranteed Number of Attendees

Remark

Monday – Tuesday, April 26 – 27, 2018

Pre-setup Ballroom 40 persons The function room will be held for 24 hours

Wednesday – Thursday, April 28 – 29, 2018 08:00-18:00 hrs.

Meeting

Ballroom A

40 persons

5 Rectangular tables of 6 seats for the main meeting

Friday, April 30, 2018 8:00 hrs. onwards

Clearance Ballroom A

Friday – Saturday, April 30 – May 1, 2018 8:30-18:00 hrs.

Team Leaders Meeting

Business Center 10 persons


STANDARD OPERATING PROCEDURE Subject: Event Management Incentive

Program Department: Food & Beverage


Back to Table of Contents P-FB-017 EVENT MANAGEMENT INCENTIVE PROGRAM

Objective: To maximize Food & Beverage Revenue, increasing guest and employee satisfaction. Policy: Each hotel must have an Event Management revenue incentive program. Procedure: 1. Individual Upselling Conditions

• Food upselling i.e. pre-booked set menus, buffets, or a la carte menus at function rooms or any outlets in the hotel. The Event Manager should get between 3-5% (set by hotel) of the spend, excluding service charge and VAT.

• Beverage upselling i.e. pre-booked open bar packages at function rooms or any outlets in the hotel. The Event Manger should get between 3-5% (set by hotel) of the spend, excluding service charge and VAT.

• If Event Managers can upsell from regular menu or beverage package to premium/ deluxe menu, they will also receive an incentive equal to the difference.

2. Group Up-selling Conditions • The monthly group target for upselling for the entire Event Management Team is submitted by the Director of

Food & Beverage for General Manager’s approval by the 28th of each month for the next month. • If group target is accomplished, the Event Management team will receive an additional 3% of the monthly

actual upsell revenue. • Group incentive is to be shared equally among the Event Management Team.

3. Not Eligible • Pre-booked event in the contract/ agreement. • Event requests from group organizer. • Room/ equipment rentals only or exterior provided services.

4. Documentation to submit • Contract or agreement of group/ company. • Folio or master bill. • Long bill or supporting bill. • Banquet Event order. • All the documents will be approved by Director of Food & Beverage.

5. Event Manager books lunch, dinner or cocktail venue with Food & Beverage Team and also books space in Sales & Catering system/booking dairy.

6. Event Manager acquires details from organizer and issues BEO 7 days in advance. 7. After the function the Event Manager collects the supporting bill and ensures that the transaction has been posted

to master or individual account according to instructions. 8. The entire document has to be sent to head of Events by 25th of every month.


9. Event Manager has to send the entire document to Director of Food & Beverage for approval. 10. Following approval from the Director of Food & Beverage, the document will be sent to Financial Controller

for commission processing. 11. The incentive will be paid monthly on the 10th of every month. 12. Individual Event Managers must collect the incentive from the FC office. 13. Director of Food & Beverage will collect the Group Incentive from FC office and distribute accordingly.


STANDARD OPERATING PROCEDURE Subject: Event Questionnaires/Feedback Department: Food & Beverage Reference # P-FB-018 Page: 1/1 Issued date: October 2018 Updated: Issued by: CEO Approved by: CEO

Back to Table of Contents P-FB-018 EVENT QUESTIONNAIRES/FEEDBACK Objective: To ensure that each event organizer receives a personalized and structured opportunity to provide feedback on their events. Policy: All event organizers should have the opportunity to sit with the Event Manager at the end of the event and complete the event questionnaire face to face. Procedure: 1. The Event Manager must always greet the event organizer upon arrival 2. Ideally, at each “end of event day” the Event Manager should meet with the event organizer to solicit feedback from

the day’s proceedings and a new instruction for future days. Feedback should be shared with the relevant team members in property and action taken with updates to the event organizer.

3. As the event concludes the Event Manager should make an appointment with the event organizer to run through the event questionnaire. Event questionnaire standards are set as per brand ID Manual.

4. The event questionnaire should be copied to all in property management and the sales team. 5. The property General Manager should respond to each questionnaire copying in the property management team

and the sales office


STANDARD OPERATING PROCEDURE Subject: Events Taste Panels Department: Food & Beverage Reference # P-FB-019 Page: 1/1 Issued date: October 2018 Updated: Issued by: CEO Approved by: CEO

Back to Table of Contents P-FB-019 EVENT TASTE PANELS Objective: To ensure that each Event Teams are aware of the products they sell. Policy: An events taste panel is scheduled a minimum of once a month. Procedure: 1. An event taste panel should be scheduled once a month and at least 7 days in advance. 2. Attendance should be Events Team/ Group Sales (if on property), Banquet Manager and the relevant Sous Chef. 3. Menu tasting of all menus should be made on a rotating basis including set lunches/ dinners, cocktail food and

coffee breaks. A minimum of 3 items should be tasted per tasting. 4. The attached taste panel form should be used and filed as per the taste panel process. 5. Costs of taste panels should be treated as part of the Banquet expenses. 6. Comments made regarding taste and presentation should be taken into consideration

Insert Hotel logo here

Menu Item Sales Price Appearance Use record

Provided/followed? Describe Flavor

Profile Texture and Consistency

Potential Upsell or Beverage

Pairing Opportunity

Name as written on

menu

Is there value? Is the presentation appropriate?

Yes No How would the flavor be

described?

Crispy, soft, clean, chewy,

etc.

What beverage, side or

accompaniment would be best?

Date: Chef in attendance:

Restaurant: Catering Function:

Managers and Employees attending 1. 1. 2. 2. 3. 3. 4. 4. 5. 5. 6. 6.

Additional Comment:

u f beverage standard operating procedure resorts

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