Banquet Service Standards

Banquet Service Standards Manual

Table of Contents

Section I - Introduction 1. Corporate Mission Statement 2. Property Mission Statement

Section II - F&B Goals 1. 2. 3. 4. 5.

Guest Relations Job description and skills (to include Banquets, Beverage and Facilities). Policies and Procedures Organizational Chart Scheduling

Section III - Basics of Service 1. Staffing guidelines and Service Sequence: • Plated meal service • Buffet • Receptions • Coffee Breaks 2. Captains Duties and Sequence

Section IV - Beverage

Section V - Banquet Setup

INTRODUCTION Section 1

INTRODUCTION The objective of the training program is to provide Food and Beverage line staff the necessary skills and attitudes to perform first class food service. The Scope of the program is as follows: •

To establish a comprehensive knowledge of service and standards.

•

To develop competence in Food and Beverage service through simulation.

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To develop an understanding of the servers’ role within the hotel.

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To provide direct experience through on the job training.

The training Manual has been developed to be as comprehensive as possible in covering the most significant aspects of banquet operations. It is also used as the standard to measure work performance.

HILTON’S CORPORATE MISSION Hilton’s Mission is to be recognized as the world’s best first-class, commercial hotel organization, to constantly strive to improve, allowing us to prosper as a business for the benefit of our shareholders, our guests, and our employees. Fundamental to the success of our mission are these values: •

People are our most important asset. Involvement teamwork and commitment are the values that govern their work.

•

Product is our programs, services, and facilities. They must be designed and operated with superior quality, to satisfy the needs and desires of our guests.

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Profit is the ultimate measure of our success – the gauge for how well and how efficiently we serve our guests. Profits are required for us to survive and grow.

With these values come certain guiding principles: •

Quality comes first. The quality of our product and service creates guest satisfaction, our No. 1 priority.

•

Value Our guests deserve quality products at a fair price. That is how to build business.

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Continuous Improvement Never stand on a past accomplishments, but always striving through innovation-to improve our product and service, to increase our efficiency and profitability.

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Teamwork A tradition at Hilton that gets things done . . . NOW!

•

Integrity We will never compromise our code of conduct – we will be socially responsible – we are committed to Hilton’s high standards of fairness and integrity.

MISSION STATEMENT Our mission is to provide complete customer satisfaction. •

To go out of our way to accommodate our customer’s special needs remembering that “NO” is never the answer to our guests’ request; to train and empower our staff to assure every possible means has been used to meet these needs.

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To provide fast, efficient and courteous service at all times to each and every customer.

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To take pride in ourselves and the jobs we are performing.

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To develop and grow as individuals in a healthy environment.

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To understand that the only means of creating this healthy environment is through teamwork and mutual respect for each other.

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To achieve maximum profit for our market area.

Action Plan: We will accomplish our goals by producing and giving the highest quality service and products. We also will service and respond to guests special needs at all times, courteously and efficiently to assure 100% guest satisfaction by fulfilling our guests expectations.

JOB DESCRIPTION Section 2

INTRODUCTION

Position Description Position Title: Banquet Server Reports To:

Department:

Food & Beverage

Banquet Manager

Date Written/Revised: August 20

Approved by: Director of Food and Beverage

POSITION PURPOSE: Service of food and beverage in banquet rooms. This task is to be handled in a friendly, courteous, helpful, timely, and professional manner resulting in a very high level of guest satisfaction. EXAMPLES OF DUTIES: Essential Functions: Average Percent of Time

35

Serve banquet functions.

30

Responsible for setting up tables and buffet using linen, china, glass and silver that is always clean, polished and free of visible wear and tear.

15

Retrieve appropriate items for set-ups.

10

Clear tables and buffets using trays and tray stands.

10

Communicate with supervisors and co-workers in a courteous manner at all times.

Other: Regular attendance in conformance to the standards, which may be established by Hilton from time to time, is essential to the successful performance of this position. Employees with irregular attendance will be subject to disciplinary action, up to and including termination of employment.

Due to the cyclical nature of the hospitality industry, employees may be required to work varying schedules to reflect the business needs of the hotel. Upon employment, all employees are required to fully comply with Hilton rules and regulations for the safe and efficient operation of hotel facilities. Employees who violate Hotel rules and regulations will be subject to disciplinary action, up to and including termination of employment. Supporting Functions: In addition to performance of the essential functions, this position may be required to perform a combination of the following supportive functions, with the percentage of time performing each function to be solely determined by the supervisor based upon the particular requirements of the hotel. • • • •

Perform any general cleaning tasks using standard hotel cleaning products as assigned by supervisor to adhere to health standards. Perform other duties and responsibilities as requested (i.e. special guest requests.) Must adhere to all Federal, State, and Corporate liquor regulations pertaining to serving alcoholic beverages to minors and intoxicated guests to insure all laws are being followed. Other duties as assigned by the Banquet Manager.

SPECIFIC JOB KNOWLEDGE, SKILLS AND ABILITY The individual must possess the following knowledge, skills and abilities and be able to explain and demonstrate that he or she can perform the essential functions of the job, with or without reasonable accommodation, using some other combination of skills and abilities. • • • • • • • • •

Strong knowledge of food and beverage preparation and service of various alcoholic beverages, and liquor laws in serving underage people. Must know service of beverages, and liquor laws in serving underage people. Working knowledge of the appropriate table settings, service ware, and menu items. Ability to fully follow supervisor’s directions. Ability to read, speak, and write English sufficient to understand menus and special promotions, communicate with the guests in a professional manner, assist guests with special requests, and to take orders. Ability to remember and recite menu items. Ability to carry trays weighing up to 30 lbs. through a crowded room on a continuous basis throughout shift. Must be able to push and pull weight equaling 100 lbs. Manual dexterity of hands in order to manipulate serving spoons, trays, etc. Ability to perform duties within extreme temperature and noise ranges.

QUALIFICATION STANDARDS Education: Any combination of education and experience equivalent that provides the required knowledge, skills, and abilities. High school education required. Computer Skills: Point of sale systemLVLPSRUWDQWEXWZLOOUHFHLYHWUDLQLQJ Experience: One to five year previous food and beverage serving experience. Licenses or Certificates: Ability to obtain any government required licenses or certificates. CPR certification and/or First Aid training preferred. Grooming: All employees must maintain a neat, clean, and well-groomed appearance (specific standards available). Other: Must be of legal serving age. Additional language ability preferred.

INTRODUCING: 100% Customer Satisfaction Product Service, Food and Beverage

SALES ACTIVITY Knowledge, Training, Aggressive Sales, Better than competitors

100% Customer Satisfaction

AFTER SALES Service, Courtesy Relationship to our Customer

CULTURE Hotel as Facility Hotel Image Build Up Through each Individual Employee

A satisfied customer is happy, buys more, will come more often, is more LOYAL and will pay more. If you are able to exceed the customers’ expectations, they will become a repeat customer. When they come back their expectations of satisfaction will be higher than the first time. Therefore, we have to set our goal to a constant customer satisfaction and treat our repeat customers as V.I.P.’s.

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100% Guest Satisfaction INTRODUCTION This program is designed for you, the employee of our Hotel. The basic program presents the skills you need to provide our guests with a satisfying experience. It consists of: 1. Eight Basic skills applicable to all situations: a. Focusing on the Guest. (To provide the courtesy, pleasantness, and attentiveness the guest expects.) b. Providing efficient service. c. Enhancing self-esteem. (To make the guest feel valued in our hotels.) d. Building Rapport. (Making the guests feel you understand their needs.) e. Providing Explanations and Information. (To ensure the guest understands the reasons for policies and your actions.) f. Determining guest needs. g. Explaining Hotel Services. (To present hotel services to the guest in a way that enhances understanding and desire to use those services.) h. Referring. (How and when to refer a guest to another employee.) 2. The basic Guest Interaction. (The steps in a situation in which the guest has no concerns or objections.) 3. Five additional situations: a. Helping more that one guest at a time. b. Handling a delayed service. (How to minimize guest dissatisfaction when a service is delayed.) c. Satisfying an impatient guest. (What to do when a waiting guest becomes impatient.) d. Satisfying a guest when a service is unavailable. (What to do when a guest wants something that you cannot provide.) e. Handling a demanding guest. (How to satisfy “particular” guests.) The skills learned in this program can be immediately applied on the job. The benefits to you in using the skills are: •

You will be able to increase guest satisfaction.

•

You will be able to handle difficult situations better, which reduces frustration.

•

You will experience personal growth, which provides a feeling of self-satisfaction.

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BASICS OF SERVICE Section 3

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QUALITY-COURTEOUS SERVICE These three aspects of your business are very important to Hilton image. Hilton is known as the nation’s leader in quality of product, friendly and helpful employees, and superb service. By carrying on these qualities, we will be insuring our customer’s satisfaction and ultimately our own reward. Quality We will know that our Hotel intends to offer the highest quality products at all times; therefore, it is our responsibility to carry out this pledge. If as a manager of a department, we see something that is not up to our standards, we must then move to correct it. If as a waiter or waitress, we are not pleased and proud of the food we are serving, then we should not serve it. The idea of quality must be involved in everything we do during our daily routine. Courtesy The guests we meet and service each day are the lifeline of our Hotel and our own personal livelihood. Therefore, we must take it upon ourselves to answer to our guests and insure their satisfaction. This may not be easy as we are dealing with human beings, both our guests and ourselves. If we are not feeling particularly well and we have a troublesome problem with a guest, we must remember this idea of courtesy. It is through our actions in dealing with guests on a daily basis that we will build the business of our Hotel. Service Our Hotel may offer the finest of all cuisine; however, if it is not coupled with excellent service, our customers will not be satisfied. The total dining experience is a blend of good food and good service. This manual will outline points of service that are important to your area. If there are further questions on the fine points of service, please ask your supervisor.

Staffing Guide Lines For sit-down or plated meals, Experiment recommends one waitperson per 25 guests at breakfast and one per 20 at lunch and dinner. If wine is being served, you may need to change the ratio to one per 15. For buffet meals—one waitperson per 50 guests at breakfast, one per 30 at lunch and dinner.

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SEQUENCE OF SERVICE •

The server comes to the Banquet Office in complete uniform as per his/her scheduled time, checks the board to find out which room he/she is assigned to, and goes directly to the Ballroom. Once there, he/she reports to the captain, picks up his/her work card, checks the sample table, and then sets up his/her station. • Server picks up his or her tray stands and dresses the tray stand before entering the ballroom. • After the station is completely set, waits for roll call. • Attends roll call. • Stands by his/her station before the guests enter the ballroom, assisting in seating guests. • Upon the captain’s signal, before they start service, the servers bring in the tray stands and set up next to their station. • Serves the first course, bread, butter, and dressing. • Serves the wine. • Cleans up the first course and on signal by the captain, returns to the kitchen with the dirty dishes. • Picks up and serves the next course. • Serves wine. • Cleans up main course, the bread, butter, and dressing. On signal from the captain, brings dirty dishes back to the kitchen. ‡&UXPEGRZQWKHWDEOH • Serves the dessert. • Brings in the coffee cups and serves coffee. • Cleans up the dessert, wine glasses if necessary. • Picks up tray stand and brings it back to the kitchen. • The cleanup waiters are assigned stations and follow the cleanup procedures. If any changes are made during sequence of service, the captain in charge will notify servers.

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BEFORE SERVING THE GUEST Report to Designated Banquet Room You are to be in your scheduled banquet room in uniform at your scheduled starting time. You are to report to the Banquet Captain in your assigned room by your scheduled in time. If you are not on time, you will be sent home. Pre-Function Meeting When all of the Team Members have gathered in the room, the Captain will hold a prefunction meeting. This meeting will begin with a formal roll call to inspect each Hilton Person's specific uniform. During the meeting the following information will be given: 1. 2. 3. 4. 5.

Name of the group and serving time. Number of guests expected. The number of guests the room will be set for. The menu and description of all items served. Other pertinent information depending upon circumstances.

Please pay attention during the pre-function meeting. The information presented will help you do your job. Remember, every function is different, flexibility is the key. Sample Table Before you arrive in your designated function room, the Captain will have set one table with a cloth, a complete center, and one place setting. This is called a "Sample Table." Observe the placement of each item carefully, because all of the tables must be set exactly the same. Linen - One of the first steps of setting the room is to place tablecloths on the tables. During the laundering of the tablecloths they acquire prominent creases. These creases or folds are to run parallel to the leg braces of the tables. Always check the tablecloths for tears or soiled spots. If any are found, re-cloth the table with a clean cloth. In a separate bag put the torn or dirty linen. Sugar bowls are placed in a line parallel to tablecloth folds. Salt and peppershakers are placed next to the sugar bowls with the salt on the right. Other pieces are placed in exact spot according to the test set. All salt and peppershakers must be full and not feel dirty to the touch when placed on the table.

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Place Setting Once the linen is completely set, the Banquet Team Members will begin with placing silverware. Base plates may also be used for some functions. The following guidelines have been established: 1. All silverware placed on tables must be clean, free from water spots, and not bent. 2. Always handle silverware by the handle only, using a napkin to hold several pieces at once. 3. All silverware should point straight (90 degree angle and 1/2 inch from table's edge) except for dessert fork/spoon which are placed parallel to table edge. 4. Bread and butter knives are pre-set on the bread and butter plate. Everything needed by the guest is placed on the table in the exact order it will be used by the guest, starting from the outside and working toward the center. Forks 1. Two or three forks are generally used for the different courses (the exception would be breakfast, which uses one entree fork). 2. The entree fork is placed approximately 1/2 inch from the table's edge. 3. If two forks are used (one for salad), the second is placed in a staggered and raised position to the left of the dinner fork. 4. If three forks are used (one for dessert), the third is placed in a horizontal position above the place setting. The handle of the fork is to the left with the tines facing to the right. If a dessert/coffee spoon is also placed horizontally, the fork is placed below the spoon. Knives 1. One or two knives are generally used for the different courses. 2. The entree knife is placed approximately 1/2 inch from the table's edge. If two knives are used, the outer knife will also be 1/2 inch from table's edge (not staggered). 3. Cutting edges should always face to the left. 4. Bread and butter knives are placed on the B&B plate. Place the knife on the left quarter edge of the plate, directly above the entree fork.

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Spoons 1. One, two or three spoons are used for the different courses. 2. Spoons should not be staggered and should be lined up with the knive(s). 3. Usually no more than one spoon is pre-set in the lower part of the place setting. The dessert spoon is placed horizontally above the place setting. The beverage spoon may either be pre-set to the right of the knives or be placed on top of the place setting along with the dessert spoon. (top spoon staggered to the right) 4. If soup is served: a) The soup spoon should be placed in the outside position, on the right of the place setting, even with the knives. b) Dessert spoon above the place setting in a horizontal position. c) Beverage spoon either pre-set between the knife and soup spoon or on top of the place setting along with the dessert spoon. (Top spoon staggered to the right). Glassware 1. Water glasses are set approximately 1/4 inch from the tip of the entree knife. 2. Wine glasses - when wine is served, the wine glasses are set to the right of and at a 45 degree angle down from the water glass. Up to three glasses may be set in this manner. China 1. Bread and butter plates should be placed above the fork(s). Coffee Cups and Saucers 1. The coffee cup/saucer should be placed directly to the right of the spoon. The handle should be in the four o'clock position. 2. Note: Coffee should always be poured into the cup on the table. Napkins 1. Conditions and use - Napkins that are stained, torn, frayed or noticeably wrinkled, should never be used. All service personnel need to know the difference between the types of cloths in service: napkins and rags. Napkins should never be used as rags or to wipe tables or pick up spills, etc., except in EMERGENCY situations. Different uses of cloths are: a. Napkins - used for guest service, wine service, and handling hot plates in front of guests. b. Rags - used for heavy duty cleaning, spills, etc.

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2. Types of folds - Many different types of napkin folds exist. The selection of the type fold to be used is usually at the discretion of the Banquet Captain. 3. Positioning - The position which the folded napkin takes in the place setting varies, according to the table set-up, type of function, etc. TIPS TO REMEMBER 1. 2. 3. 4. 5. 6. 7.

Check Sample Table Start with tables on the other side of the room from sample table Flatware is to be a thumb knuckle from the edge of the table. Fork and knife should be 8-10 inch in width apart Coffee cup handles placed at 4:00 Tablecloth tails should be pushed under while setting flatware Be consistent with each table Be sure equipment is clean and free of cracks and chips

Water and Iced Tea Filling the glasses is done by using pitchers of iced water. Water glasses are to be iced in the service area. When water pitchers are placed on the table, it should be placed on top of a salad plate liner with a cloth napkin. Iced tea should be prepared in the service area and served to the guest with a lemon wedge. Tray jacks: One tray jack per server is to be used during the station set-up and then taken out of the room before the doors are opened for the guests. Tray jacks are to be brought back into the room for service after all guests are seated and removed after service has ended. Tray jacks are never to be secured down or together with napkins. TIPS TO REMEMBER 1. Always stay busy 2. Provide general assistance to other Banquet staff. Success of a banquet function is up to everyone. There is no "that is not my job/station" Sit-Down Service With every function you should be in your station, at attention, 15 minutes prior to guest arrival. While in your station, you are to face toward the guest's entrance. Each guest should be greeted and made comfortable when they sit down. With the nature of sit-down service, it is necessary to separate the responsibilities using a flow of service chart. Serving the Meal The "moment of service" is when the food and beverage items are actually placed in front of a guest and is probably the most memorable aspect of our guest's dining experience. Yet, it's effect is often overlooked or ignored. A guest is impressed by the attitude of the server: a smile, a flourish, a comment on the meal to come. To make the most of this moment, servers should take the time to look at the item they are serving, to be sure it is appetizing and correct and present the food with pride and care, placing the food (meat or main item always toward the guest) on the table so it looks it's best.

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THE ART OF DINING It’s no secret that meeting planners wear many hats. They are “skilled generalists” who are operationally responsible for the design, setup and orchestration of events utilizing food and beverage. To add to your considerable skills, here are some tips to increase your dining IQ. Place Setting: The amount of silver at a place setting depends on the number of courses to be served. Spoons and knives are on the right, and forks are on the left. Liquids are on the right; solids, such as the salad plate and bread and butter plate, are on the left. Napkins are placed to the left of the fork or directly on the service plate. Napkins: The napkin is picked up and placed on the lap with the fold facing the waist, then unfolded on the lap, not above the table. Fancy folded napkins are also placed on the lap and then unfolded. The napkin remains on the lap during the meal. When leaving the table temporarily, the napkin is placed on the seat of the chair. In upscale restaurants, the wait staff will refold the napkin and place it on the left side of the diner’s plate or on the arm of the chair. At the end of the meal, the napkin is picked up in the center, gathered loosely and placed at the left of the plate. A napkin, picked up and used, is never returned to the table until the meal is finished. Hence, the rule for placing it on the chair seat when leaving the table temporarily. Even the Romans were mindful of aesthetics and provided each diner a bath towel-sized napkin with each course to spare them from getting nauseated by looking at food stained napkins. Silverware: Silverware is used from the outside in. The cutting edge of the knife blade always faces in, never out. Refrain from gesturing with silverware to make a point. When not in use, place it on the plate. Once a piece of silverware is picked up and used, it should never again touch the table. Soup: The soupspoon is properly held in the way a pencil is held when one is writing— steadied between the index finger and middle finger, except the thumb is turned up rather than down. Clear soups and cream soups are eaten using a cream soupspoon and are spooned toward the center of the bowl. Sip the soup from the side of the spoon. Heavier soups, such as vegetable, require a regular soupspoon and may be eaten from the end of the spoon. Bread and Butter: Butter is placed on the bread plate rather than directly onto the bread. Break, never cut, the bread and then add butter to one bite size piece at a time.

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1. General Service Rules a. It is standard banquet procedure to serve food from the left and clear from the right. Beverages are both served and cleared from the right. b. The head table should always be served first. Therefore, when clearing each course observe the head table (unless instructed otherwise). c. Women should always be served first, proceeding in the counter-clockwise direction. When there is a group of all ladies or all men, begin with the person to the right of the host and proceed counter-clockwise. d. Never carry more than three entrees at one time from the service stand to the table. e. While guests are eating their entree, all service personnel will remain on the floor. The only time servers should leave the floor is to drop off dirty dishes or pick up food and beverage. Absolutely no "huddling" or extended conversations among servers are allowed while on duty. f Each server should constantly patrol his/her area of responsibility, keeping ashtrays clean, refilling water glasses and serving fresh coffee, etc. g. Clear each course before serving the next, always removing used wineglasses when a new wine is to be served. h. After the entree has been served (or prior to serving dessert) remove the salt and pepper, bread and butter plate, bread tray and any special condiments. Also, replenish water. i. When clearing, silver and china should be kept separately on the tray, placing heavier items in the center. j. When removing soiled plates, the remaining food should never be scraped on to the banquet tray. A minimal amount of scraping onto a plate in the center of the tray is permissible to insure that plates will stack evenly. No noise should be heard. k. After dessert, clear the dessert plate and accompanying silverware. The only items that should remain on the table are: water goblet, wine goblet (if not empty), coffee cup and saucer, teaspoon, cream, sugar and napkin. l. Always keep a watchful eye for objects on the floor which might endanger the guests and other employees.

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2. Placement on the Table There are general guidelines for placing items on the table, based primarily on practicality and ease of reach for the guests. a. Mixed drinks (during meal service) - Drinks may be placed directly on the tablecloth (no napkin necessary) to the top right of the place setting. b. Bread and Butter - Bread plate is placed in a central location on the table where there is room. c. Salad - Placed directly in front of the guest. For guests who prefer to eat salad with or after the meal, the salad should be moved by server to left of forks. d. Soup - If soup is served, the plate containing the course is placed directly in front of the guest. e. Condiments - Catsup, mustard, etc. as requested, are placed directly in front of the guest who requires them after the entree has been served. f. Entree -Base plates (if used) should be removed with the course just prior to the entree and the entree placed directly in front of the guest. The plate should be positioned so that the bottom of the plate (closest to the guest) contains the main portion of the meal (entree) and the top of the plate (closest to the center of the table away from guest) contains the garnish and vegetables. g. Sauces and Gravies - When serving sauces or gravies separately in sauce boats, the server should move around the table counter-clockwise, offering the sauce to the guests from the guest's left. Server should identify the sauce and what it is to accompany. h. Beverages - are placed to the right: 1. Wineglasses are placed to right of the water glass at a 45 degree angle going down the table. 2. Cups and saucers for hot beverages should be placed to the right of the spoons (handle placed at 4:00) approximately 2 inches from the edge of the table. 4. Teapots for tea are served on under liners and placed above and slightly to the right of the beverage cup. 5. Cold beverages such as milk, iced tea, etc. are served to the right of and below the water glass. i. Desserts are placed directly in front of guests for pies and similarly shaped cakes, point should face the guest if dessert is in the shape of or has a logo, and the logo should face the guest. For special ice cream molds, the tip of a heart is down; swan's tail is to the right, etc.

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3. Adding and/or Removing Dishes, Cutlery, Glassware a. Any additional silverware needed for service should be added to the right of left of the place setting (as appropriate) next to any other silverware there. b. If a guest drops a napkin or piece of silverware, the item should be replaced with a clean one; then the one dropped retrieved. NOTE: Let the guest see you get a clean one. c. Base plate is removed with the course as one unit immediately prior to the entree. d. All dirty dishes should be removed before serving the next course. Bread and butter dishes are removed together with the last course prior to serving of dessert. 4. Handling of Service Pieces a. Cups should be picked up by their handles, glasses by the stems, silverware by the handles, dishes by the rim Care should be taken to keep fingers away from food contact surfaces. b. Guests should be warned when plates are hot and when hot beverages are about to be served. Servers should use a clean, dry napkin when handling hot items in front of guests. c. Saucers and plates should never be placed on top of cups or glasses. d. When pouring additional coffee or wine, the cup or glass should be filled on the table. e. All items with plate under liners and cups with saucers are to be served as one unit. Liquids with under liners should be carried separately on a tray, placed together on the tray once the tray has been set down and placed as one unit on the table. f. Dishes, glassware and cutlery should be handled with a minimum of noise. If possible, work quietly both in and out of the dining area. g. Chipped or cracked dishes and glasses should be shown to the Captain or the Banquet Manager and then discarded by them.

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5. Tray Service a. Loading trays for safety reasons, care should be taken to properly load trays. Some general rules follow: 1. Never load more than can be carried. Two trips are better than one accident. 2. Before loading, check the underside of the tray for cleanliness and freedom from grease or moisture. 3. Heavier items should be placed in the center of the tray or area closest to the server's body. 4. Tall glassware should not be placed at the outside edge of the tray where it might fail off Lay it down. 5. Condiment bottles should be laid flat on the tray so they won't fail off while being carried. 6. When using plate covers for stacking, care should be taken to ensure they are fitting properly on each plate and that they are stacked properly. b. Carrying Trays 1. Oval - these trays are carried over the shoulder, using one hand under the heaviest part of the tray, fingers pointed to the back of the tray. They should not be carried in front at waist level. The other hand should remain free to help balance the tray, open doors, carry a tray stand, etc. Carry trays over the left shoulder. 2. Round - Small 16 inch round trays are sometimes used to carry mixed drinks, individual orders of beverages, etc. These trays should be carried on the left for ease, in front of the body. c. Serving From/Clearing To Trays 1. Oval trays should always be used in conjunction with a tray stand. The tray is placed onto the stand by the employee bending at the knees, and gently sliding the tray onto the stand. Care should be taken to insure the tray being firmly placed on the center of the stand. This tray should never be placed on a chair. 2. When clearing to a tray, dishes of same size should be stacked together. Sometimes when there is excess food on plated, one dish can be placed in the center of the tray and excess food gently removed onto the dish with a fork or a knife. Silverware should be placed separately on the tray. NOTE: Under no circumstances should excess food be removed or ashtrays dumped directly onto a tray.

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6. Removal Procedures: a. Food is cleared from the right and beverages cleared from the right. b. Clear one course completely before serving another. (If time allows) c. The main course plates should all be cleared, the bread and butter plates removed; then bread trays and butter dishes taken off d. All condiments should be removed when the main course is removed, along with extraneous wineglasses and salt and pepper. e. All dishes should be stacked behind the guest onto an oval tray stand.

which is placed on a

f. Saucers and plates should not be placed on top of cups or glasses. Stack like plates on like plates, using one plate for excess scraps which can easily be removed from plates. Work Quietly! g. If guest leaves silverware on top or side of plates it is perfectly permissible to move it to the center so it will not fall when plate is cleared. h. The appropriate silver is removed with each course. i. When removing dishes, care should be taken to remove empty sugar packets, etc. so table is clean. j. After the entree course, everything should be cleared from each guest, leaving only the following items on the table: 1. Water glass 2. Teaspoon 3. Coffee cup and saucer 4. Wine glass, if guest is not finished 5. Napkin 6. Cream and sugar k. Spills on Guest's Clothing - If during clearing (or any time during service), a food or beverage item is spilled on a guest, immediate action should be taken. If the server can provide some immediate assistance with non-colored napkins which might "bleed." The Captain should be notified immediately.

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l. Clearing/Other Procedures After Dessert - After the dessert course has been consumed the course should be cleared, along with any extraneous wineglasses, empty sugar packets, etc. Prior to leaving the room, servers should offer additional coffee to guests and may be instructed to leave a fresh pot on each table. Only the following items should be left on the tables: 1. Water glasses 2. Teaspoon 3. Coffee cup/saucer 4. Napkin 5. Cream and sugar NOTE: When program begins, all trays should be removed from the room (not to be brought back into the room until the guest leaves).

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Banquet Quality Standards 1. Servers will introduce themselves and inform guests of the menu, including designated beverage choices. 2. Service to be efficient, quiet, and courteous. 3. All personnel must be in proper uniform at all times 4. All service team members are to be posted 15 minutes prior to start of function. 5. All service team members will be furnished with the information to deal with public i.e. pre-meal (function) meeting 6. Servers will offer to replenish beverages when glasses are half full 7. All beverages will be served on a cocktail tray 8. Cocktails will be served with a beverage napkin (on a reception) 9. All function setup must be completed and doors opened prior to start of function 10. Ladies will be asked for their orders first and will be served food and first at all times

beverage items

11. Courses will be served in a timely manner, according to the function program Accompaniments (dressings, rolls, butter, etc.), will be replenished as needed 12. Food items will be prepared as described in the menu 13. Hot food/beverages will be served hot and cold food and beverages will be served cold 14. Food will be fresh in taste and appearance 15. Food portions will be consistent 16. Condiments will be clean and full - Salt and pepper, sugar and Sweet 'n Low will be available on the table 17. Use only fresh rolls, Danish, etc. 18. Linens will be clean, pressed and match room decor; no rips, fading or bums - Napkins will be folded neatly 19. Tableware will be clean and polished, with proper utensils available for each course 20. Remember that you are on display at all times and conduct yourself accordingly. Each staff member must always be immaculate in dress and bearing. He/she must remember that there is no aimless running, needless discussion among staff, or any evidence of n employee not being perfectly confident of his/her duties. To insure that the staff

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conducts themselves properly before our guests, the strictest discipline should start in the service area, where no loud or noisy discussions are tolerated. 21. Lengthy conversation with guests is to be avoided, but an employee should never be abrupt with a guest. Brief conversations, without neglecting other patrons, are permissible when restricted to polite formalities and information regarding Hilton operations and services, etc. Physical contact when serving guests is not permissible. Do not interrupt and do not loiter. If a guest tells a story, ignore it unless it has been directed to you. 22. Do not argue with guests, right or wrong. Call the Banquet Captain or Manager. Stay away from the table and wait for the instructions. 23. Do not congregate or enter conversation on the floor with other staff members. 24. Obscene language will not be tolerated. 25. Leave your personal problems at home. On duty, keep smiling. The overall image of our service is composed of hundreds of small details. One of these details is the way Banquet Servers conduct themselves during service. Since first impressions are often lasting, the appearance of our Banquet Servers must correctly represent our Hotel. People who slouch, slump, or lean give an impression of being lazy and bored. Look alive and alert. 1. All silver to be hand polished when tables are set 2. Silverware will be touched by the handles only; glassware by the stem or handle only 3. China will be free of chips, scratches or fading 4. Serving pieces and flatware will be free of spots, dents or tarnish - Wicker baskets will be free of crumbs and fraying. 5. Glassware will be free of spots, chips or cracks and will be used consistently within room 6. .All tray jacks to be put around the perimeter of the room away from curtains; none in center of room 7.

All coffee breaks will be skirted, and on decorated tables

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Tips to Remember 1. Post in center of station 15 minutes prior to start time with livette (Napkin over fight arm) 2. Greet guests - place napkins, pull out chairs 3. Welcome guests introduce yourself and your partner "Good evening (morning/afternoon). Welcome to the Hilton $EX'KDEL. This is $VKUDIand I am 3HWHU. We wiOO be your servers this evening (morning/afternoon). Today's entree is a filet of beef with herbs. If there is anything we may do to make your evening more enjoyable, please don't hesitate to ask." 4. Be alert for special requests (alternate meals) 5. Serve guests from the left side with left hand. Clear guests from the right side with right hand a. Serve ladies first b. Check with Captain for placement of plates c. Warn guests of hot plates 6. Upon every visit to the table, check for guests satisfaction a. Fresh beverage b. Full water glass c. Sufficient bread d. Unnecessary plates/flatware 7. The following should be cleared before dessert is served: a. entree plate b. B&B plate c. roll basket d. salt and pepper shakers e. butter dishes f. condiments g. appropriate flatware 8. Coffee and Dessert Service a. Napkin splash guard used whenever pouring coffee b. Clear dessert plates at Captains discretion

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Basic Service Rules 1. Food should be served from the left and cleaned from the right. Beverages are both served and cleared from the right. 2. The Head table should always be served first. When clearing each course, observe the head table, unless indicated differently. 3. Women should always be served first, proceeding in the counter clockwise direction. When there is a group of all women or all men, begin with the person to the right of the host and proceed counter clockwise. 4. Clear each course at one time; always remove used wineglasses when new wines are being served. 5. After the entree has been cleared, or prior to serving dessert, remove the salt and peppershakers and the bread trays. Clean ashtrays and replenish water if necessary. 6. Silver and china should be kept separately on the tray, placing heavier items in the center. 7. After dessert, clear the dessert plates and the accompanying silverware. The only items that should remain on the table are the water goblets, coffee cups, teaspoons, cream and sugar and napkins. 8. Each service team member should constantly patrol his or her area of responsibility keeping ashtrays clean, refilling water glasses, and serving fresh coffee or tea. 9. When removing soiled plates, the remaining food should never be scraped on to a banquet tray. A minimal amount of scraping onto a plate in the center of the tray is permissible to ensure that plates will stack evenly. No noise is to be heard. 10. Always keep a watchful eye for objects on the floor, which might endanger the guests and other employees. Butter pats, water and broken glasses which may fall on the floor should be cleaned immediately.

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Sit-down Service Breakdown: Breakfast, Lunch, and Dinner When clearing, place the item on an oval and load the oval onto the queen Mary, which will be located outside of your function room. When loading the queen, place the first two ovals on the outside of a given shelf then place the third oval in the center. Each item will be loaded onto the queen using the above-mentioned method with a few exceptions. All glassware is to be cleared onto its own oval and transported and placed on the queen Mary. When clearing glassware do not stack glasses or cups on trays. Sugar bowl salt and peppershakers should be cleared onto an oval and transported to area. Next, they should be refilled, wiped down and returned to the designated cabinet. During a section clear, each team is responsible for clearing their own section. Tray jacks may be placed near tables, but ovals may not be placed on the tables. When clearing onto your oval, never mix cups and glasses with china or silverware. The queen Mary is only used for full ovals. Each team is responsible for clearing their entire section including, linen (once all guests have departed), removing your tray jacks and picking up trash, napkins, miscellaneous items found underneath tables and around tray jacks. It is the responsibility of all Banquet Team Members to ensure that bus stations are thoroughly cleaned, since often times they are in walkways. Posted in the staff area is a checklist with clean-up responsibilities to be completed after every shift. The list will be split up by the Captains, so each function completes a part of the checklist. Make sure you complete the items on the checklist thoroughly, as it win be checked and initialed by your Captain.

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Tips to Remember For Tear-Down Procedure 1. 2. 3. 4.

Each team of servers is responsible for clearing their own station of tables When station is clear, report to banquet Captain for further instructions Room must be left clean Must be given permission to leave by banquet Captain. Side work must be initialed.

Beverages Dinner wine service is handled in the following manner: 1. One member from each team stands quietly in line to wait for dinner wine to be given to them. 2. Servers present their work ticket to the bartender who will then give them their dinner wine. 3. Wine amount is poured according to Captain's instruction. Refer to service standards on wine pouring. 4. At no time is wine to be left on the table. Receptions We host many types of receptions at the Hilton for groups from 20 to 4000 or more people. Chicago Hilton service standards remain the same as in a sit-down function. Team members will be assigned by the Captain to serve/pass cocktails, clear tables and if it is a buffet or hors d'oeuvres, to run the buffet lines and butler pass food. The Captain will review with the Banquet Team Members the hors d'oeuvres and beverages available and their prices if a cash bar, during the pre-function meeting. Many receptions will include some type of food service. When the reception includes buffet lines, the service standards and procedure are exactly the same as for any other type of buffet. When a reception includes butler style hors d'oeuvres, then the Team Member(s) assigned to butler pass will walk around and pass around trays of hors d'oeuvres to the guests welcoming them and offering them the food from the hors d'oeuvres trays. Servers must walk around with the tray of hors d'oeuvres and not stand in one place. As the guests depart the reception, smile and wish them a pleasant farewell.

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Buffet Set-Up 1. Obtain buffet diagram and review specifics with your Captain. 2. Collect the necessary pieces of clean drape for your buffet line. 3. Collect clips and pins for your buffet lines. Clothing the Buffet 1. 2. 3. 4. 5. 6. 7. 8.

Use tablecloth from the set. Cover each table separately with one clean cloth. Fold and crease the cloth if the table has curved sides. Tuck excess cloth up and over leg braces under the table to prevent cloth from hanging below the skirting. Snap on clips approximately 12 inches apart all around buffet. Using a clean piece of drape, carefully and neatly hanging drape to clips, sure drape is hung tightly. When connecting 2 pieces of clean drape overlap the drape pieces by 2 inches to avoid a noticeable separation between the 2 pieces. After draping buffet lines the remaining drape should be tucked up under the buffet lines also.

Elevations 1. Place elevations according to buffet diagrams, to give the buffet a more dimensional look, making sure the flow goes in the direction of the rounds. 2. To maximize usage of buffet fabrics you must first cover all elevations with color coordinating cloth. 3. When placing cloth onto elevations "bunch" the fabrics for added eye appeal. Do not wrap elevations like a package. 4. Now you are ready for your fabric - be creative and maximize its use. Decorations 1. Begin by placing the larger pieces of decorations on the focal point of the buffet creates a big beautiful display. 2. Add your smaller decorative items as needed throughout the buffet; this will give the buffet a finished look by tying the buffet line together. Chafers/Doilies Liners 1. Add all chafing dishes to line varying the position of each one, again for added appeal. Be sure to check that each chafing dish has a sterno and a flame guard. 2. Place proper utensils on the line for all items including any doilies liners you may need with the appropriate utensils. 3. Add any signs or labels for food items on the buffet. The last step in buffet set-up is loading food onto the line. Pick-up food from designated area. Always pick-up cold food first, then hot food and transport to room using carts. Then remove all plastic wrap and load according to diagram.

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Buffet Side work Hot Water Hot water for chaffing dishes is obtained from the coffee machines in the staff area. In a container, obtain approximately 1/2 gallon of hot water per chaffer. Using a pitcher, carefully transfer the water into the chaffing dish, then close the chaffer and light a sterno placing it under the chaffing dish. Make sure a guard is also placed under the chaffer to prevent a fire from starting on the buffet line. Cereal On most buffet breakfasts, cereals in glass bowls are placed on the buffet line. Also needed are pitchers of milk, usually whole plus 2% or skim milk, and bowls of crushed ice to place the milk in. Once all the needed items have been obtained, place them in the appropriate place on the buffet making sure that cereal scoops and plenty of dishes were placed on the line during set up. Juice Also, set up for a buffet breakfast is a juice station. During the set up of the buffet lines a juice station is prepared with elevations, decoration and neatly organized juice glasses. During side work the following items need to be gathered: An punch bowl from stewarding which is wrapped with an tablecloth and filled with crushed ice (for small breakfasts a bus tub and bus tub cover will be used at the Captains discretion), pitchers for juice, orange juice plus an assortment of other fruit juices (be sure to bring extra juice as back up). Once these items have been obtained, bring them to the juice station; pour the juice into the pitchers. If the Captain so designates, some of the juice maybe neatly and decoratively pre-poured into the juice glasses. When the juice station is set up, place all back up juice in the bus and beverage station with the other back up buffet items. Plates Entree plated for the buffet line are obtained form stewarding. Place the required number of plates in a clean dish dolly wiping each one separately and making sure to set aside those that are chipped, broken or still dirty. A dish dolly safely holds approximately 190 plates. Stack the plates on the buffet at differing elevations. Tips to Remember 1. Always stay busy 2. Provide general assistance to other banquet staff

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Buffet Service During breakfast buffet and lunch buffet, as a Service Team Member you should be posting with livett in the middle of your assigned station. You should be facing the direction the guests will be entering, 15 minutes prior to guest arrival. As the guests enter your station, you should greet each guest, "Good morning/afternoon" and help them find a seat. When the guest sits down, pull out their chair and place their napkin over their lap. For breakfast, immediately offer the guest a cup of coffee. A folded napkin is held between the cup and the guest with one hand and the pot of coffee is held in your other hand. All coffee service takes place to the guest's right. It is critical that you are ready to pour the cup of coffee as the guest is sitting down. For lunches, the guest should immediately be offered iced tea, again served from the right off your cocktail tray. After the initial beverages have been offered, the front and back waiters assignments become more specific. The front waiter focuses on attention to guests specific requests and clears plates. The back waiter clears the plates onto the ovals and runs the oval to the bus station. He/she also refills beverage glasses. When refilling water/iced tea glasses, the glass is always removed from the table and filled with a pitcher. All glassware should be handled by the stem as well. When clearing plates, always clear from the right of the guest. The plates should be organized on the oval and the silverware separated. Both partners are responsible for proper table maintenance. This includes the removal of salt and peppershakers, used sugar packets, extra silverware, and clearing dirty ashtrays when used. Each team has two tray jacks for a buffet, one for beverage (pitchers of water/tea, full tea glasses) and one for clearing. Do not mix the two or bring in additional tray jacks. Remember, the front waiter should be in the room at all times and that teamwork and communication are the keys to successful service. As the guests are departing, always remember to extend them a fond farewell. Often times the most recent memory is the one the guest will remember the most. For some functions our guests may choose a buffet dinner instead of a sit-down function. Though service may not be as formal or complex, it is still important that all Team Members adhere to the same Hilton service standards as with any function: - All glassware should be handled by the stem, never the rim when serving or clearing. - All drinking water poured must be iced and water glasses must be picked up from the table when being refilled. - When clearing any glassware, do not finger tip while guests are in the room - All serving and clearing is to be done with the servers right hand from the guests right side. - A folded napkin is to be used as a drip cloth when pouring any beverages.

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At no time from 15 minutes prior to until the end of service should the station be left unattended. The Captain will also have Banquet Team Members assigned as buffet runners (and servers for special buffet stations such as fajita and pasta if included in the menu for the function). The Banquet Team Members who have the buffet as their station should be using the 15 minutes prior to service to finish loading and double check the buffet lines. The function of the buffet runners and servers will be to assist a guest along the buffet lines and to assure that all menu items on the buffet do not run out or become unappealing in appearance. As the guests enter the room and are seated, the back waiter will proceed through the station and pull the napkin from each guest's place setting from the right side, with the right hand and place it on the guest's lap. The back waiter will also greet the guests and introduce him/herself and partner to each table in the station. If the guests have not already been through the buffet lines, then the back waiter should also explain that dinner is being served "buffet style" and invite the guests to the buffet. During a buffet dinner the front waiter's main responsibilities are: continued service of beverages until the function ends, clearing all glasses from the tables with a cocktail tray not an oval, handling any special requests our guests may have and helping the back waiter clear all other service items. The back waiter's main responsibilities during a dinner buffet are: Handling any special requests our guests may have, service non-alcoholic beverages (coffee, hot tea, iced tea and milk), clearing of all dirty plated, silverware, glassware and dirty items to the bus station and breaking them down. As with any function in Banquets it is very important that we add a "Hilton Perfect" touch to our guest evening, smiling and wishing them a pleasant evening as they depart the function.

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Buffet Breakdown: Breakfast, Lunch, Dinner After a buffet, banquet team members will once again be responsible for their own section and buffet fine runners will breakdown the buffet lines. When breaking down a buffet line, the first step is to remove all of the food from the line and return it to the Chef s immediately. They will decide if any food will be available for staff. Elevations, decorations and any other items on top of the line will be removed next. Once all guests have departed, the top and drape may be removed. Remember these rules for buffet line tear down. Carts used for removing line items are never to be brought into the room when guests are present. Keep like items combined when removing from more than one line (deco on one cart, chaffers on one cart, etc.). At the Captains discretion, one or more buffet lines may close early, remove plates and cap chaffers on those lines. When returning drape, decorations, chafing dishes, etc., it is your responsibility to ensure that these items are put away properly. Underneath buffet lines must be EUXVKHG with a broom. Tear-Down Procedure Station Clear 1. Each team of servers is responsible for clearing their own station of tables 2. When station is clear, report to banquet Captain for further instructions 3. Room must be left clean 4. Must be given permission to leave by Banquet Captain, side work must be signed off on Set Up Procedure: • • • • • •

After getting your room assignment, go to your room and check sample table. Check your silverware to make sure each place setting is perfect. It is the responsibility of each waiter to straighten and check each setting in their station. Fold napkins. Place ice water glasses last. All tray stands and trays should be out of the room before the guests enter. Check your chairs, chairs should be lined up in front of each setting. The front of the Chair should be just touching the linen.

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Passed butler-style Service Having your hors d’oeuvres passed by waiters wearing white gloves conveys an upscale atmosphere, but in reality it’s actually the least expensive way to serve them. When food is displayed on a buffet table so that guests can help themselves, they will likely eat much more than if the food was passed butler-style. Passing hors d’oeuvres also gives you the ability to control the pace of service. You can stagger service by sending out waiters with trays every 15 minutes, for example, instead of bringing all the food out at one time. And if you serve only one type of hors d’oeuvre per tray, people will usually limit themselves while waiting for a different type to be passed. Buffet setup The physical setup of buffets can make access to food easy or difficult, which can control, limit or extend the length of time that your food lasts. (See diagrams on page 37.) With 360degree access to food, guests may consume eight to 10 hors d’oeuvres each. With 180-degree access to food, however, the figure drops to six to eight pieces per person. Obviously, the more access the greater the consumption. Experient recommends placing the more expensive food towards the back of the room and the less expensive items near the doors. A trend to watch Many facilities are utilizing tabletop grills or custom-built ovens that can cook food on the buffet in order to eliminate the look of multiple silver chafing dishes. Another trend is to place individual servings under heat lamps, such as lobster macaroni and cheese or long skewers of grilled shrimp, which are continually replenished. Plate size The size of the plates used on a buffet table also has an impact on consumption. Bread and butter plates make it more difficult to pile on the food. (Granted, nothing is impossible and determined individuals can always find a way to recreate the Leaning Tower of Pisa on their plate.) Salad plates, the next size larger, are the type most commonly used for receptions. Dinner plates should be used only if the food items being served constitute dinner and you are providing seating for almost all the attendees; anything else will look skimpy on such a big plate. An oversize plate is also wasted at a multiple-station reception, since many people visit one station at a time.

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Beyond plates In the effort to create a memorable experience, consider alternatives to plates. A current trend is to serve food on surprising or unique items. Experient clients have enjoyed crème brûlée served in individual porcelain spoons, oyster shots or shrimp shooters served in shot glasses, mashed potato bars utilizing martini glasses, and individual Caesar salads in martini glasses. Another trend is to serve miniature Entrées or courses on smaller plates such as a bite-size filet over rosemary mashed potatoes or grilled shrimp over risotto. Variety of food Receptions are like Sunday brunch in that most people like to sample a little bit of everything. So, for a 500-person reception, it makes more sense to order 500 pieces each of four different types of hors d’oeuvres than 250 pieces each of eight different types. Offering larger quantities of fewer kinds of hors D’oeuvres will help you feed more guests and ultimately minimize the chance that you will run out of food. You can always supplement the menu with less expensive foods such as cheese and crackers, chips and dip, and fruits and vegetables. If you need to reorder food during a function, remember that it is likely you can only order menu items that are frozen, not those prepared on site. It requires approximately 20 minutes to replenish an item after you have requested it. Distractions Consumption also drops when music, entertainment or dancing distract delegates. If they’re on the dance floor or entranced by the entertainment, they’re less likely to concentrate on the food. However, alcohol consumption may increase based on the activity level of the attendees. Tables and chairs The availability of tables and chairs encourages people to sit and eat rather than mix and mingle. The result? Increased consumption, chairs for 25 percent to 30 percent of attendees is usually sufficient.

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Training Procedures for Banquet Captains Section I. Opening Procedures Clock in and report to the manager. Retrieve a radio and advise Banquet Chef and Head steward which function you are assigned to. Coordinate with them for special dietary requests and confirm food count with the Banquet Chef. Agree on the number of vegetarian plates to anticipate over and above the known reserved. It is also important to check with the Garden Manger Chef and the Pastry Chef also, that you are in agreement as to the order on the BEO. Coordinate time and place the delivery of the foods with the Head Steward. Again ensure that they know the complete menu items for each course. E.g. the buffet has a hot soup with the salads. Therefore the steward must bring the salads from the Garden Manger, but must stop also in the banquet kitchen for the hot soup. Proceed to the function room and observe the following – ♦ Is the function room clean, vacuumed and ready for setting? ♦ Is the room set according to the BEO? ♦ Is the dance floor the correct size? ♦ Are the lights mastered to the entire room, all light bulbs are burning? ♦ Temperature is at a comfortable level for the anticipated number of guests expected? ♦ Door cards are correct and registration table, if requested is in place? ♦ Check all AV set ups to BEO requirements? ♦ Closest bathrooms to your function room are clean and stocked? ♦ Hallway leading to your room is vacuumed? ♦ Do you have necessary buffet or reception signage? Section II. Dealing with the client Meet and greet the client. Know their name in advance! Go over the agenda and should there be a reasonable delay from the original start time, advise the Banquet Chef immediately. Ask if there is to be a stoppage in service at any time. Should our staff exit the room? Walk the room with the client, especially the buffet line. Open the chafers and confirm the menu items. Confirm with client the billing and payment as outlined in the BEO Make sure guarantee and set are up to date and go over any concerns with client, if possible changes are likely, notify Banquet manager, Catering/conference services manager and the kitchen as soon as possible.

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Section III. Prior to staff arrival ♦ Pull all the linens, noting any special colors or sizes requested on the BEO. Allow additional linens for any buffet tables. Obtain sufficient rags for silver polishing. Tray jack covers. ♦ Submit to the laundry a weekly list of linen requirements anticipated for the following week, on a daily basis. ♦ Design a table assignment chart. ♦ Assign individual or team duties. ♦ Ensure any special floral or centerpieces ordered, are at your function room. ♦ Locate pull sheet order and bring to the function room. Ensure the pull sheet request is complete. Notify the Head Steward immediately for any missing items. ♦ Photocopy the BEO for staff distribution. ♦ Check that today's food requisition has been delivered and is complete. ♦ Prepare sample of event place setting for your event. Section IV. Staff Arrival ♦ Call staff for line up in the function room. ♦ Conduct a roll call. Make sure any temp or on call staff assigned are accounted for. ♦ Issue copies of the BEO to each employee and go over in detail all pertinent information. ♦ Assign set-up and teardown assignments as well as serving teams and stations. ♦ Advise the north and south position and napkin fold to the table setters. ♦ Go over the table set. Overlays seams should run north and south. ♦ Make sure your staff understands their individual assignments

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Section V. During set up Monitor progress constantly. Never assume things are being done! Check quality of table sets Call for bread  PLQXWHV before the function starts. Staff must be in complete uniform at all times during set up. The only possible exception would be for the staff producing ice tea and waters, and only back of the house. Water and tea must be set 30 minutes prior to the function. ♦ Pre set lemons, butter, cream and vinaigrette 1/2 hour before service. ♦ Bread set 15 minutes before service. ( only when salads are pre-set) ♦ Have the client check prepared for signature or payment. ♦ Coordinate with the Head Steward for setting tray up area and breakdown stations. Section VI. During Service ♦ Doors are open 15 minutes prior to function. ♦ Staff is at attention behind their table stations (not against the wall) with a side towel and a smile. The staff can move to the side when it becomes awkward for the guests to get around them. ♦ Servers should assist in seating and placing napkins. ♦ Try and advise the banquet kitchen of approximate guest count. Do not under estimate! ♦ Make sure all servers are serving food and beverage from the right and clearing from the right (ladies first) all sauces passed from the left. ♦ After entrée, all salt and peppers, sauceboats, breadbaskets, lemons and butter dishes must be removed from the tables. Any stanchions with table numbers must be removed after the salad or soup course. ♦ Monitor the room constantly. Ensure the head table and or contact table is being given attention. Each course should begin with the head table. Make sure you are always available to them throughout the function.

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Section VII. After Service ♦ Make sure linens are not pulled until after the last guest has left. No bare tabletops should be exposed. ♦ No WUD\WDEOHVare to be brought into the room for table clearing. ♦ Everyone to clear the tables first. This should be as a team, not an individual station effort. You must assign back of the house duties for everyone to complete after clearing the room. These duties must be signed off on the sheet and inspected by the lead server of the night (appointed by you) The lead server is responsible and reports to you. Anything not complete after a walk through by you, that person is responsible. This gives the server. A good sense of responsibility and pride and being involved in the operation. Motivation is a big key to making your job easier! ♦ You can take the opportunity also to train the staff to take the food supply requisition for you. ♦ Complete your paperwork to include closing out your banquet check on Delphi and the summary report. ♦ Complete in detail the Captains Report. ♦ Check your assignments for the next day and complete the pull sheets. If it is your day(s) off the next day, look to the following day for your assignment. Read your BEO so you have in your mind what you have next, allowing you to walk in prepared for your next function. ♦ Check out with the Manager. Section VIII. Storeroom procedures Turn in requisition for all food needed the next day, in line with the par stock inventory. Note any special food item requests e.g. ice cream bars, goldfish snacks etc. The closing Captain on the third floor should submit his or her order on a separate requisition for that area.

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Beverage Section IV

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BANQUET BARTENDERS Job Description Essential Functions 10%

Maintains proper and adequate set-up of the bar on a daily basis. This includes requisitioning and stocking of all beer, wine, spirits, paper products, straws and stirrers, condiments and produce based on projections from the daily functions sheet Responsible for maintaining stock, cutting, and storing of all fresh fruit and vegetable garnishes, juices and other perishables daily to insure product quality Greets guests in a courteous and friendly manner, promotes and documents orders for drinks. Mixes, garnishes and presents drinks suing standard ingredient recipes and practicing prudent portion control. Check guests for proper identification. Detect and act upon guest inebriation as trained. Demonstrate knowledge of liquor laws. Inputs orders into a register at the point of sale and creates a check for each guest and personnel guests, including those served by other beverage servers, to maintain accountability of all beverages served. Receives cash from guests, makes any change needed, verifies validity of charges, records charges, and insures vouchers are properly executed, in order to balance all moneys. Locks up and stores all beverages, food and other equipment items, deposits cash drops and secures bank.

5% 40%

20% 10% 5%

Supportive Functions In addition to performance of the essential functions, this position may be required to perform a combination of the following supportive functions, with the percentage of time performing each function to be solely determined by the supervisor based upon the particular requirements of the company. ƒ ƒ ƒ ƒ ƒ

Attend mandatory meetings. Perform general cleaning tasks to adhere to health and safety standards. Keep work area clean and organized. Complete other duties as assigned by supervisor such as assisting security with disorderly guests. Must adhere to all State, Federal and Corporate liquor regulations pertaining to serving alcoholic beverages to minors and intoxicated guests to insure all laws are being followed.

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Specific Job Knowledge, Skill and Ability ƒ ƒ ƒ ƒ ƒ ƒ ƒ ƒ ƒ

The individual must possess the following knowledge, skills and abilities and be able to explain and demonstrate that he or she can perform the essential functions of the job, with or without reasonable accommodation. Must have basic knowledge of food and beverage preparation and service of various alcoholic beverages. Basic mathematical skills necessary to operate a cash register make change, total guest checks, count total bank, prepare cash drops, total all other charges, and understand portion sizes. Basic English language writing skills necessary for completion of requisitions, balance sheets and vouchers. Sufficient manual dexterity in hands in order to use a knife to make garnish, pick up glassware and bottles, scoop ice, mix drinks, and reach overhead to retrieve stock. Ability to read, speak and understand the English language in order to communicate with guests and take orders. Ability to remember, recite and promote the variety of menu items. Ability to operate a keyboard and point of sale procedures to pre-check an order and close out a check. Ability to work stand and work in confined spaces for long periods of time.

Job Guidelines (Scheduling) ƒ ƒ ƒ ƒ ƒ ƒ ƒ ƒ ƒ ƒ

The schedule is done on Thursday Any requests have to be submitted on or before the Thursday of that week. Requests will be accommodated whenever possible. The schedule is done on a rotation basis. It is the bartender’s responsibility to call the manager for the schedule each week. Once the schedule is completed, it is the bartender’s responsibility to find an appropriate substitute (an individual that is regularly working as a banquet bartender at The Drake Hotel). If a bartender cancels a shift three times or more in a rolling 90-day period, disciplinary action will be taken. Bartenders must sign and punch in and out every day. Bartenders must report to work on time, in uniform, see grooming policy of the Hotel) and ready to work at the scheduled shift time. Vacations need to be scheduled and the form approved in advance by the manager.

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Setting up the bar ƒ ƒ ƒ ƒ ƒ ƒ ƒ ƒ ƒ ƒ ƒ

The requisitions have to be compared to the menu and checked for discrepancies. If there are any; the manager on duty has to be informed or the Captain of the room The requisitions must be stapled behind the BEO-menu. No bottles should be put into the ice upside down. All boxes have to be saved in the banquet bar to be used again for storage at the end of the night. The cleanliness of the bar has to be checked. If the bar is not clean the bar porter on duty has to be advised. The bar should be stocked with glasses and other items according to the BEO menu. Cases, buckets of wine, etc. should not be visible to the customer. The stocked bar should never be left unattended in the function room. Every bar has to be ready and manned 15 minutes before the function begins, or earlier when requested.

The Bar During the Function ƒ ƒ ƒ ƒ ƒ ƒ ƒ ƒ ƒ ƒ ƒ ƒ ƒ

The bars should not be left unattended at any times. If the work area has to be left for some reason the manager or the banquet captain, of the room, has to be advised. The bartender who does the passing will stay until the end of the function and will be responsible for writing down the items that come from the banquet bar to the function room; except the manager decide otherwise During the function the Bartenders are reporting to the captain The instructions given by the banquet captain assigned to the function room should be followed. Concerning any questions that arise during an event the banquet captain has to be consulted. The bar needs to be kept neat and clean and no boxes should be visible to the customers, at any time The assigned area should not be left unless the manager on duty or the banquet captain states otherwise. Tip jars are not allowed. The cash should be put into the pocket. Proper appearance must be maintained at all times behind the banquet bar: leaning or sitting on the table behind the bar, reading, eating or drinking is not acceptable at any time. Cell phone use is not allowed while on duty, except during breaks in break areas. Jiggers must be used at all time except the manager decides otherwise. All Beer cap are to be kept, in a provided container

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Closing the bar ƒ ƒ

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The closing time will be advised on the BEO menu, but it is the responsibility of the bartender to always check with the banquet captain, of the room, before closing a bar. The bartender has to take care that the following is taken down to the service bar o beverage items o other ingredients for the drinks and mixers o boxes under the back bar o all trucks, left on the floors The bartender is responsible for any equipment he is provided with, including cleaning and maintenance. At the end of the function the bill needs to be done, by the manager All beverage need to be counted, with the Manager in charge, All paper work (BEO menu, requisition and bill) have to be stapled together. Open bottles have to be put to the assigned area of the banquet bar. Beer and wine have to be put into the corresponding brand cases. No alcohol can be left outside the beer cooler. The uniform has to be returned to the laundry or placed in the locker.

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BANQUET BAR 6(59(5 Job Description Essential Functions 25% 25% 15%

15% 5% 5%

Retrieves orders from storeroom. Visually checks stock received against written requisition with storeroom personnel, to ensure order is accurate. Upon delivery to the bar, re-checks items with bartender for completeness. Cuts, slices and peels perishable garnishes and fruits, mixes and pours juices in sufficient amounts according to projected business. Stores back-up supplies needing refrigeration in prescribed containers for later use. Checks and assists bartender in maintaining adequate amounts of supplies, i.e., stir sticks, napkins, matches, etc., for both the immediate bar and extended service area. Transports taps, replaces and performs routine maintenance requirements on heavy beer kegs. Maintains cleanliness of bar area, beer lockers, and refrigeration and storage areas to comply with health code standards. Scoops ice from ice bins, transports to service areas and replenishes ice containers for usage. Boxes and saves empty liquor bottles as they accumulate for later returns and requisitions.

Supportive Functions In addition to performance of the essential functions, this position may be required to perform a combination of the following supportive functions, with the percentage of time performing each function to be solely determined by the supervisor based upon the particular requirements of the company. Attend mandatory meetings. Perform general cleaning tasks to adhere to health and safety standards. Keep work area clean and organized. Complete other duties as assigned by supervisor such as cleaning guest spills. Must adhere to all State, Federal and Corporate liquor regulations pertaining to serving alcoholic beverages to minors and intoxicated guests to insure all laws are being followed.

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Specific Job Knowledge, Skill and Ability The individual must possess the following knowledge, skills and abilities and be able to explain and demonstrate that he or she can perform the essential functions of the job, with or without reasonable accommodation. ƒ ƒ ƒ ƒ ƒ ƒ ƒ ƒ

Must be knowledgeable in preparation and service of alcoholic beverages. Basic mathematical skills necessary to ensure proper delivery amounts and understand portion sizes. Sufficient manual dexterity of hands in order to use a knife, pick up glassware and bottles, scoop ice, tap kegs and extend arms overhead to stock items. Basic knowledge of the English language sufficient for the employee to understand inquiries from customers and communicate simple instructions. Ability to comprehend written product labelling instructions to enable the safe application of products and processes within the hotel. Ability to work in confined spaces. Ability to grasp, bend, lift and/or carry, or otherwise, move or push goods on a hand cart/truck weighing a maximum of 300 lbs., at a continuous schedule. Ability to perform duties within temperature ranges, from normal to refrigerated.

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Procedures for Job Performance Preparations Work ƒ Check with the manager for BEOs with attached requisitions. ƒ Setting up the correct amount of bars for the day according to the BEOs. ƒ Set up the back bar table, swirl silver or copper table ƒ Get clean glasses according to the BEO from Stewarding and set them up on the back bar ƒ Get the bars from the basement or back of the house in position (Old bars need skirting or the Drake logo cover, bar porter to check with the manager on duty which one will be used). ƒ If the BEO includes passing stainless steel trays with drake logo underliner and glasses need to be set up. ƒ Bar to be iced up one hour before start of the event Bar service During Events ƒ Constantly checking with the bartender for any needs of beverage, glasses and ice. ƒ If the banquet bar is not manned the bar porter has to sure to add all the beverage taken out on the requisition sheet. Cleaning up After the Event ƒ Glasses to be put back into racks. ƒ Pushing the rack of glasses properly sorted to the back of the house to be picked up by Stewarding. ƒ Cleanliness of the spandex to be checked – clean spandex stays on the tables which are taken back to the housemen’s office, dirty spandex are taken to the assigned area ƒ All ice is to be taken out and bars cleaned and taken down to the basement. ƒ In case there is skirting or a drake logo cover on the bar it has to be checked for cleanliness. Dirty covers go to the laundry and clean to the cage in the back of the Drake room.

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BANQUET SET UP SECTION V

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Staffing and Manning Guide Each Hotel has particular banquet positions assigned to banquet set-ups. However, in most hotels, banquet set-ups are conducted by ƒ Banquet Housepersons (full time or part-timers) ƒ Banquet Supervisors (or captains) Each property must determine its own staffing need and structured based on the following considerations: ƒ Volume of business and number of banquet rooms (Square footage of meeting space) ƒ Particular Employment Conditions (Collective Bargaining Agreements, local laws) ƒ Distance between storage areas and meeting areas Set up Standards: Without compromising safety, time two housemen to do particular set-ups at different banquet locations of your property. (indoors, outdoors) With this information, you can establish set-up standards for your property.

Ballroom A Classroom 50 pers

Hilton Meetings 1 45 minutes 55 minutes

Outdoor garden N/A

Banquet Style 50 pers

30 minutes

45 minutes

60 minutes

U-Shape 50 pers

45 minutes

55 minutes

N/A

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Communication and Planning Spend some time planning your weekly banquet Schedule. Make sure your property conducts at least Weekly Banquet meetings (BEO Meetings) with the Banquet set-up and service staff, Catering sales staff, Kitchen staff, Stewarding Staff and A/V support staff to plan for upcoming events. Use these meetings to clear up any confusion in the BEO’s and plan accordingly. BEO meetings Events will be discussed in the sequence they are presented in the daily schedule sheet. Keep in mind that some events do not appear on the Banquet calendar but they do require banquet involvement and must be discussed and manually added to the daily schedule for information purposes. The Banquet Director or Manager will conduct the BEO meeting. In a BEO discussion, what is clearly stated in the BEO sheet is not a priority. The banquet manager’s job is to clear out any doubts that may arise by all those that will receive the information later. Any issue that is unusual or subject to interpretation must be made clear to those that read the BEO later. Do not assume they have the same understanding and expertise that you have. After the BEO meeting, make sure you include in the copies to be made all diagrams, schedules, memos, pertaining to the event. ƒ ƒ ƒ

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Keep in mind the following questions when discussing an event in the BEO meeting: Are the Billing methods clear and defined: Do we need a CC or M.A. number? If not stated, obtain it and write it in before distributing. Are there any deposits? Are the billing instructions clear if there is more than one account? Are the F&B instructions clear and do they make sense to anyone who may read them later? It is important to highlight if it is buffet or plated if it is not clear from the menu. If there is food and no beverage. ask why? (if it is a Typo or an error, we still have time to correct it) Define any terms that are not clear (What is a “Tropical berry” for example? Are the set-up instructions clear? If no diagram is provided by the client or coordinator; get in the habit of drawing a short and concise diagram on a corner of the BEO (before making copies) of the location of the main features of the set-up. Where is the stage? Where is the dance floor? Where do the exhibitors go and facing where? Where is the seating area? Do your diagram in relation to room features such as doors, columns, etc. Ask always if the client selected a specific color scheme for our linen or chairs. What size tables..60” or 66”…if there is no choice you select the size based on the requirements of the menu and # of people per table. Are the time frames clearly defined? What are the closing and starting times for the event? When do the clients arrive? When does the set-up, AV or decorators crew arrives? Is the client aware of our OT charge policy? Note any potential booking or set-up conflicts? Do we have a tight turn for the next day (we must know when the decorators or exhibitors come to pick up their stuff). Is there a loud event next door to a quiet meeting?

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In outdoor events make sure we are clear in our “weather call” policy and that we cover all the bases. Is not always 100% the clients decision on a rain call. We want to get them involved; but we are the experts and must make the decision to insure a successful event. With clients make sure we highlight the difficulties that we may encounter if a timely decision is not made. (Negotiate with clients in order to ease up an impasse….give them a better room or comp. a welcome rum-punch.) ƒ Is there lighting programmed for events after sundown? ƒ Are there any electrical requirements and is A/V or engineering aware of them? ƒ Have other depts. that may be affected been notified? ( Beach and Pool, HK, other outlets were the flow of people may interfere) ƒ Notice any potential service conflicts and find alternatives. For example, a welcome open bar at any event over 200pers is not a good alternative since regardless of the number of bartenders you will have long lines at the bar. Suggest a welcome drink butler style as an enhancement of service but also as an operational improvement on service. Obviously, these issues and questions are not applicable to all events discussed in a BEO meeting. Some set-ups are very clear and repetitive and don’t need further elaboration on the BEO. But when in doubt; always opt for providing as much “written info.” in the BEO as you can.

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Post as: what is the event name….

On site contact “Good Evenimg MR Heingartner”

Date, location Time, style and guarantee.. Ver important info you must check as soon as you come in.

Food Menu Use it to plan service equipment

Table set up; Always check first and notify discrepancies

Extra instructions or charges

Extra instructions or charges

Billing Instructions (CC, Cash Only, Master, Citi ledger, House)

TEACH YOUR SET UP TEAM HOW TO READ AND UNDERSTAND BEO’S AND DIAGRAMS (Delphi Diagrams, Meeting Matrix, Room Viewer)

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Beverage for the event (previously agreed)

Pre Convention meetings

Often, we must set-up meetings with Event planners in order to assure them of our hotel’s commitment to their event. STANDARD OPERATING PROCEDURE FOR PRE CONVENTION MEETINGS Attendees’ List Following is the list of managers that must always attend the pre-convention meeting. We believe that each department should be represented. Therefore, should the Department Head not be able to attend the meeting, a representative must be sent at his / her place. ƒ General Manager ƒ Director of Operations ƒ Sales Manager in charge of the group ƒ Convention Services Manager ƒ Director of Catering and Convention Services ƒ Front Office Manager ƒ Executive Chef or FB Director ƒ M.O.D. or Lobby Ambassador ƒ Banquets’ Manager ƒ Convention & Group Auditor (Accounting) ƒ Telecommunications’ Manager ƒ Director of Housekeeping Operations ƒ Director of Engineering ƒ Director of Security ƒ Audio Visual Manager When necessary, the following managers will also be asked to attend the meeting: ƒ Swimming and Tennis Manager ƒ Purchasing Manager ƒ Concessionaires (Tour Desk, Olas Spa) Agenda A convention / group resume is to be e- mailed by the Convention Services Manager prior to the convention meeting. A resume should be done for all size groups, even if a preconvention meeting is not necessary. All departments should be copied on the resume and the information shared with all team members. Department Heads must read the resume thoroughly prior to attending the meeting and bring a copy with them. Pre-convention meetings are mandatory and all of the Department Heads listed above are required to attend. Should a manager not be able to be present at the meeting, a representative of the department must be sent. All managers must be on time (if possible 5 minutes prior the beginning of the meeting), in order to avoid disturbance while the meeting is already running. A manager’s absence is a hindrance to the overall success of the meeting and the image portrayed to the client is of low quality.

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The Banquets’ Department will prepare name cards for all the managers listed above, including their correct titles, and place them on the conference table according to the attached plan. The room must be set and ready half an hour prior to the starting time. The normal set-up for the meeting will be conference style. A BEO will be issued with the correct number of attendees and what refreshments to be served (Usually a continental breakfast for AM meetings or an upgraded PM coffee break-with mini-sandwiches for PM meetings). Every Department Head will sit at his / her place until the client arrives. The client will be given the option of either come straightaway to the meeting room or be waited by the Convention Services Manager at a certain area of the hotel. All Department Heads must stand up as soon as the client enters the room and sit only after the client (s) has seated his / herself. In additional to the group resume, the Banquets, Convention Services and Audiovisual managers will bring the banquet event orders for review with the organizer. Pre Con Agenda − Once everybody has been seated, the Convention Services Manager welcomes the organizer (s) to the hotel and briefly explains how the pre-convention meeting will run. − The client introduces herself / himself, his / her assistant (s) if any and the program itself. − Once the client finishes her / his introduction, the General Manager (or Director of Operations in case of General Manager’s absence) welcomes the client (s) to the property and stresses the importance of the hotel’s full support in making the program a success. − Starting with the Department Head seated besides the General Manager, we will go around the table so that everyone can introduce herself / himself and the department they are responsible for. Each Manager will also point out specific issues pertaining to the group, which will be handled by the department itself and clarify and questions / doubts the client may have. − The last person introducing herself will be the Convention Services Manager. At this point, the organizer and assistant will be presented with a banquet folder, which will include copies of the event orders and rooming list. The Convention Services Manager will then reinforce the importance of the “meeting guarantee” program, by reassuring the client that the program will be a total success and that each department will play a significant role in the overall accomplishment of the program. − The Convention Services Manager will end by passing the word to the General Manager (or Director of Operations in his absence), that will present the client with the recognition pin and the Caribe Hilton gavel. These items will identify the organizer to all the hotel team members as the decision-making person of the group in-house. This will indicate the end of the first part of the pre-convention meeting. − The Department Heads will then leave the meeting room, leaving the Convention Services, Banquets and AV Managers with the group organizer to go over the event orders, day by day. If additional managers are requested to stay, the CSM will let them know in advance.

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Department Heads’ Introduction − All managers are required to introduce themselves and their department and welcome the client to the property. − Review how the department is preparing for the groups’ special needs. − (Please make sure you have read the resume) − If the group does not require any special needs from a specific department, just give a brief introduction about your department’s role Individual Introductions − General Manager (or Director of Operations in his absence): welcome the client and thank for the business − Director of Operations: welcome the client and give brief description of hotel outlets − Sales Manager: welcome the client and mention opportunity of welcoming group again in the future. Point out special considerations offered to the group, i.e. welcome drink, upgrades, etc. − Front Office Manager: welcome the client. Explain about check-in and checkout procedures, pre-registered attendees if any, room changes’ requests, VIPs’ list, attendees’ special needs (i.e. handicap rooms, late checkouts, etc.). Give brief description of the Concierge and Bell Desk services. − M.O.D.: welcome the client and describe hotel facilities such as tour desk, business center, boxes handling, taxi service and transportation. − Telecommunications’ Manager: welcome the client and explain the wake up calls and express service procedures, telephone and Internet rates, telephone lines set-ups. Present the organizer with the in-house cell phone and extensions’ mini directory, explaining how the system works. − Director of Catering and Convention Services: Welcome the client and make himself available to support the guest in any area in order to speed up a response. Explain the Hotline internal communication system available for the MOD’s, Catering and Convention, and the banquet service team. − Director of Housekeeping: welcome the client and clarify the maid and turndown services and dry cleaning procedures. Ask if there are any special requests for the group’s VIPs (extra blanket, feather pillow, baby crib, etc.) − Executive Chef: welcome the client and ask if there are attendees with special dietary needs, unless already specified in the group resume / event orders − Banquets’ Manager: welcome the client and mention that the event orders will be discussed in detail with the Convention Services Manager during the 2nd part of the pre-convention meeting, − Director of Security: welcome the client and explain the different security measures in place in the hotel. If security service has been requested already by the organizer, go over the details of such request. − Director of Engineering: welcome the client and offer assistance with hanging banners, meeting room temperature, etc. Mention that the department can be contacted at any time during the day and night should there be any malfunctions with the room. − Convention & Group Auditor: welcome the guest and clarify the billing instructions (if any) for the master account. Arrange a daily or weekly billing review with the client. Make sure the billing address on file is correct.

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− Swimming and Tennis Manager (when necessary): welcome the client and give brief description of the daily activities and offer the possibility to organizer customized events for the group (i.e. beach Olympics, tennis tournaments, etc.). − Purchasing Manager (when necessary): welcome the guest and offer assistance in receiving and sending large packages. − Concessionaires (when necessary): welcome the guest and describe the different services provided (i.e. The Spa) These basic guidelines on how to conduct a positive and informative pre-convention meeting will help each Department Head address the specific issues pertaining to the group and make the organizer feel welcome and in good hands. The cooperation from everyone will help in assuring the client that his / her event will be a success. Reduced version of the Pre-con meeting As a rule, a pre-con meeting should be organized and offered to all convention groups that involve one more than one meeting space and lasting more than one event day. Another consideration for offering a full-scale pre-con meeting is the sensitivity of the account. (Are they a demanding client or they had challenges in the past?) An alternative for smaller groups (or if the client so chooses) is a reduced version of the pre-con meeting attended by: − Sales Manager: welcome the client and mention opportunity of welcoming group again in the future. Point out special considerations offered to the group, i.e. welcome drink, upgrades, etc. − Front Office Manager: welcome the client. Explain about check-in and checkout procedures, pre-registered attendees if any, room changes’ requests, VIPs’ list, attendees’ special needs (i.e. handicap rooms, late checkouts, etc.). Give brief description of the Concierge, Housekeeping and Bell Desk services. − Banquets’ Manager: welcome the client and mention that the event orders will be discussed in detail with the Convention Services Manager during the 2nd part of the pre-convention meeting, On behalf of the chef, welcome the client and ask if there are attendees with special dietary needs, unless already specified in the group resume / event orders. − Convention & Group Auditor: welcome the guest and clarify the billing instructions (if any) for the master account. Arrange a daily or weekly billing review with the client. Make sure the billing address on file is correct. The Banquets’ Department will prepare name cards for all the managers listed above, including their correct titles, and place them on the conference table according to the attached plan. The room must be set and ready half an hour prior to the starting time. The normal set-up for the meeting will be conference style. A BEO will be issued with the correct number of attendees and what refreshments to be served (Usually a continental breakfast for AM meetings or an upgraded PM coffee break-with mini-sandwiches for PM meetings).

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Banquet Schedules ƒ ƒ ƒ

Staffing schedules must be posted in pre-designated areas of the Hotel at least 72 hrs ahead of Schedule. Staffing schedules must be made taking into considerations all applicable laws and regulations of the hotel. Staffing schedules must be filled based on the weeks banquet set-up load as per BEO’s for that week. It is advisable (if your hotel’s regulations allow it), to cover your daily base operation with full time set-up staff; using part-timers to cover the overload areas of your banquet workweek. If you plan properly, you can reduce strains with your guests and reduce unnecessary overtime expenses.

Besides planning your staffing needs for the week; plan also for all your Equipment Needs. ƒ ƒ ƒ

Do I have enough risers? Are my transport carts enough for the big turn-around in Ballroom A next Monday? What equipment can I set for an early set-up that can be utilized in the same room for a later set-up?

Think of Mise’n Place: Pre-position as much equipment you need ahead of time near your set-up locations. Time is money and customer satisfaction. Based on your Hotel’s yearly banquet needs; plan your Departmental Vacation Schedule accordingly. (see sample table)

Hilton Hotel 2007 Banquet Housemen

vacation schedule plan

Section Name Houseman 1 Houseman 2

Jan x

x

Feb

March

x x

x

x

Houseman 3

x

Houseman 4 Houseman 5 Houseman 6

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x

x

x

x

x

Banquet Department General Operating Policies for Banquet Housepersons All Banquet Houseperson will conduct themselves following the hotel’s “Manual of Rules and Regulations.” Basic rules to observe are: ƒ Punctuality/Proper clocking of work hours ƒ Attendance/Absenteism ƒ Uniform/Nametags and general grooming standards ƒ Authorized entrance and exits ƒ Work abandonment/ Work efficiency/ Work stoppage ƒ Safety ƒ Courtesy towards guest and fellow team members. ƒ Insubordination and other disciplinary rules ƒ Use of unauthorized cellphones/pagers and distractions from work duties ƒ Presence in unauthorized areas of the hotel ƒ Protecting hotel and guest property In addition; the following policies of the Banquet department will be followed at all times: ƒ Banquet Houseperson will report for duty at their scheduled times, in full uniform ready for work, to the banquet set-up office. Do not wonder around the property! ƒ Banquet supervisor will conduct a brief pre-shift meeting to discuss: 1. Groups and events in-house that day and general hotel info. 2. Divide work teams with assigned work areas /establish break times 3. Distribute set-up instructions and diagrams 4. Distribute communication equipment (cellphones/pagers or radios must be signed out and in when returned) 5. Plan for equipment procurement for the day’s events (linen, glassware, set-up equipment, transport carts, clearing supplies and equipment, etc) ƒ Housepersons will remain at their assigned work areas unless re-assigned by an authorized manager or to fulfill a guest’s request. ƒ Please inform your colleagues and supervisors of your whereabouts at all times. (Bathroom break, meal break, to go get equipment, etc.) ƒ Work and Team assignments will be determined based on: 1. Job urgency (what is priority?) 2. Adjacent work areas (teams should work a sequence of jobs in areas that don’t require unnecessary travel time in between) 3. What jobs require the most man-hours to complete? (jobs that involve lots of equipment movement must be perform by teams ) ƒ All jobs will be performed in an efficient manner: 1. Do not duplicate jobs. One person must be assigned to procure all materials for the work team. Divide labors so the job can be completed expediently. 2. Comunícate instructions clearly and speak in correct and exact terms. 3. Use common sense. If something does not make sense, report it immediately. 4. Do not use damaged or defective materials during set-ups. (set-them aside and discard or report them to management) ƒ Be detailed oriented, on every room set-up: 1. All set ups must be consistent is symmetry. 2. Align rows of glasses, pads, pens, mint jars, and drill trays in all tables

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3. Align rows of chairs and tables in all set-ups so they all fall in a single line when possible. 4. All room set-ups must be consistent in cleanliness 5. Periodically all areas must be deep cleaned by a professional cleaning crew. 6. All table surfaces and materials, glassware and chairs must be wiped and/or dusted. 7. All floors must be vacuumed and/or mopped free of stains 8. All mirrors, windows and door knobs must be wiped clean. (Wear protection and use the appropriate chemicals for each surface and cleaning job) 9. Empty all trash bins and check for fowl odors. (Do not try to mask odors with fragrance chemicals as a replacement for deep cleaning) ƒ ƒ ƒ ƒ

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Do not throw away any guest materials left in meeting rooms. Set them aside while you work the room and report them to your supervisor and to the security dept. Call your supervisor 20 minutes before the conclusion of your assigned job so it can be properly inspected before moving to your next assignment. All transport carts (utility, clean-up, equipment moving, etc) must be properly cleaned, re-stock, and secured before the conclusion of your work shift. Make sure your work carts and storage areas have an ample supply of: 1. logoed pads and pens for meeting set-ups 2. Water goblets’, pitchers drip trays, and coasters for set-ups 3. Appropriate color and type of linen for set-ups. 4. Velcro clips for meeting skirts 5. Trash bags, cleaning supplies 6. Mints and mint jars Besides being familiar with all lighting controls and drop-down screen controls in your meeting rooms; be aware of the amperage and voltage capacities of your meeting rooms. Make sure room clock is set at the right time, and that all coverts are empty of debris and trash Make sure door signage is correct and room temperature set at a comfortable level.

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Banquet Department Equipments Types of Tables (make a table of your table inventory) Rounds (30”, 42”,48”, 54”, 60” & 66” in diameter)

Diameter is the line going from one side to the other passing the center Square (Most common square dimensions are 30” x 30”) Rectangular (18” x 72” or 30” x 72”) Hilton Meetings - conference tables (36” x 72”) 6’ 18”

6’ 30”

Table tops We have laminated table tops that fit over most of our 30” x 72” tables that fit specific décor themes. Other table shapes are: Half and quarter round

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Crescents (in various diameters)

Linen (Set up a table of your linen types - see sample table) Type

Size

Shape

color

Used for

Storage

Meeting cloth

132”x 84”

Rect

Green

Classrooms

Banquet Banquet

120”D 120”D

Round Round

White Black

Meal Events Meal Events

Meeting Room Cabinets Linen Storage Linen Storage

Par

Actual order

1000

550

Cost/ ship 450

$

Order

$82

$36,900

Chairs for Banquet Set-ups (Set up charts of your equipment inventory - see sample table) Type

Material

color

Inventory

Used for

Designated storage area

Red/gold trim

Fabric

Red/Gold

1100

Mtngs/Bnqts

Las Olas Room/ Expo Center

Blue/grey trim

Fabric

Blue

1180

Meal Events

Ballrooms only

Outdoor

Plastic

white

600

Outdoor events

Ballroom Storage

Other Equipment Charts (China, Glassware, service equipment, etc)

Total Chinaware

Supplier

In stock

Needed with parstock

Gold rim Show plate 12"

Fortesa

137

1000

863

$14.50

$2.18

$14,390.53

Fortessa Dinner plate 12"

Fortesa

500

500

$4.00

$0.60

$2,300.00

Fortessa B&B plate 5.25"

Fortesa

8000

2919

$2.75

$0.41

$9,231.34

5081

$70,871 Purchase

Unit price

Shipping

Purchase

Note: Insert digital pictures, product info, par-stock values into your charts.

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$90,000 Budget

OTHER BANQUET EQUIPMENTS AND TERMS (insert pictures) ƒ ƒ ƒ ƒ ƒ ƒ

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Head Table - Dignitaries table, usually elevated and situated at the front of the room. Must be careful that it does not block view of AV presentations, but it still has command of the room. Projector Table or Cart - Small round or square table ( 30” ) to place projector for visual presentations, usually 12-16” from screen. Material table - Skirted table ( 6’ x 30”) at the beginning, back or outside of the room for guest materials. Always set small trash bin next to each. Registration Tables - Skirted tables, normally located at the outside main entrance to control flow of guest. Always set small trash bin next to each. Coffee Break.tables - Rectangular, square or round stations for coffee break service. Located usually in prominent places that do not block people flow. (Always themed colored and decorated) Buffet Tables - Themed linear or station table set-ups to serve food and beverage during guest events. They can vary in size and shape depending on food items and event decor. Make sure to plan well when setting buffets since others will be dependent on what you set (kitchen, stewarding, decorators, etc) Water Stations - Electric coolers or water dispensers for theater style set-ups. Usually set in the back of the rooms, with disposable cups and a trash bin. All water dispensers must be covered with logo. Podiums/ Lecterns - Specially designed adjustable furniture designed to hold documents in a comfortable reading position for event speakers. Unusually placed in an elevated prominent position in the front of the room; it has a built in microphone holder and graduated reading light. Staging and Risers - Portable stage elements 4’ x 8’ that can be set a various heights (1’or 2’) depending on clients needs. Must always be skirted and set with corresponding steps and safety railings. Flipcharts/Writing Boards/Corkboards - Portable or pre-installed paper and chart holders for meeting rooms. Some have easy-erase writing boards (must be supplied with dry-erase markers and eraser). Crowd control dividers - Retractable tape dividers to control crowd access and floor. Easels - Aluminum sign and poster holders Dance Floors Elements - Wood-color, plastic 1’x1’ interlocking dance floor units. Chair trucks and Table caddies - Special transport equipment for banquet chairs and tables Portable Folding two-level tables - Used for buffet displays or as bars. High chairs and Booster chairs - Stackable chairs for children Cambro - Insulated Beverage servers and Ice caddies with scoops

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Other equipments used in banquets you must be familiar with: ƒ Acrylic sign holders (letter size, portrait or landscape), for table signage (name cards, food items, etc) ƒ Table numbers and number stands ƒ Food service equipment (chafing dishes, carving boards, pop-corn machines, etc) ƒ Beverage Bowls and Bins ƒ Different Types of Glassware and china ƒ Decorative and themed props for buffets ƒ Candelabra and gas table lamps ƒ Red carpets and other floor covering mats ƒ Poster boards and pipe and drape convention booth set-ups. Audiovisual equipment In the banquet department you must become familiar with all types of A/V equipments and its uses. It is important that you learn the basics of troubleshooting basic functions (power switch, rest mode switch, how to change bulb, etc) in case a guest needs your assistance. ƒ Laser pointer ƒ Portable (front and rear) projection screens ƒ Microphones (cordless, Lavalier, wired) ƒ 2000 lumen LCD projector (connector cables) ƒ Overhead Projector ƒ Sound systems (mixing board, cabling and speakers) ƒ Video monitor (27-32”) with DVD/VHS player ƒ Cassette players ƒ Slide projectors (not as common anymore) ƒ Laptops and PC-units ƒ Remote controls

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BASIC ROOM SET UP STYLES Classroom A practical way to set-up the distance between two rows is to use a 6’ table as measure. Front row must always be skirted.

18”

24” chair 12” walkway

18”

Conference Table must be skirted 12’ inside under edge or legs covered

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Theater Headtable

U-Shape

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You must have at lest 18” between rows. Walkways must be at least 5’ Wide. Do not make rows over 15 chairs without breaking the space with a walkway isle. (people must be able to go in and out without disturbing too many other guests)

Must be skirted or covered to the floor

Skirted or covered to the floor

Hollow square

Banquet-meeting Screen Proyection table

All chairs facing the front of the room

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Chevron Style theater (Side rows are angled in order to facilitate view)

Headtable

Chairs angled; Section still maintains square block of chairs and straight walkways

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Cabaret (Set up used mostly for shows to maximize seating capacity) .

Chairs face the stage

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BASIC TABLE TOP SET-UPS All Meeting set-ups must be set with, at the minimum: ƒ Candy or mint jars (1-3 guest) ƒ Logo pad and pen ƒ Glassware(6-8oz) on a logo coaster ƒ Glass or Stainless steel water pitcher on a drip tray (1-2 guest) Please note that the 2007 Hilton Brand Standards Manual have specific details on what are the minimum standards for Hilton Meetings and the Business Service Experience for all Hilton guest. Please refer to the manual when setting your individual set-up standards.

VIP Meeting Set-ups Some rooms enhance the meeting experience by providing: ƒ Leather Chairs ƒ Polished wood top tables ƒ Built-in Credenzas ƒ Office stationery ƒ Fridge or minibar (up sell or complimentary) ƒ Safe ƒ Deluxe table pads ƒ Make sure all the amenities provided in these rooms are clean, ƒ Stocked and in good working order. Table skirting Regardless if you use Velcro skirting or spandex, all buffet tables with unfinished bottoms must be covered. ƒ Set clips so that the skirt is tight around the table and does not touch the floor ƒ Gaps must not face the guest. All linens must be clean, pressed and without strong odors.

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Buffet stations and bars must be set away from entrances since they will block the flow of guest to the room Always set one bar for every 75-100 guest and one double line buffet for every 100150 guest. Judge the size of food stations by the amount of service equipment it will carry, silverware and plates. Always set up protective mats under bar work areas to protect the room carpet. (Plastic dance floor elements are a good alternative). Make sure trashcans are set and covered. Make sure to have 2’between banquet table chairs when setting up banquet meal setups. When setting up banquet tables, even number of chairs tables must have chairs set facing each other. Odd number chair tables will have each chair face the gap between the opposing two chairs

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Make sure color schemes match with the overall room decor and/or theme of the event. Follow diagrams and BEO instructions.

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When setting up cashier stations for cash bars, do not set them next to each other in order to avoid excessive long lines and collusion between cashiers and bartenders. Stations requiring electrical heating elements must be set next to electrical outlets to avoid long extension cords. Make sure all extension cords are properly secured (taped or covered with bridges) to avoid a guest or colleague tripping over them. Keep storage rooms clean and organized. Stack same size tables together. Stack same type chairs together. Chairs that will not be used for a long time must be covered (discarded linen) to avoid dust and other dirt from damaging them.

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Identify sub-par linen (small holes, stains) and use it for non-guest contact jobs. (cover back bars, buffets that will be covered with service equipment, etc, etc) Re-use any materials that have not been used and are still in excellent condition. (Pads, Pens, etc.)

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Use protective equipment when using chemicals for cleaning jobs. Follow manufacturer’s recommendations and OSHA guidelines. Make sure you have proper ventilation. Use gloves and safety boots when moving heavy equipment. A back brace can be used if available. Never bend at the back to pick heavy objects. Always bend at the knees and lift with the force of your legs. Report all defective equipments and dangerous situations to management. Follow all health code regulations (serve safe) when dealing with food and beverage products. Remember that ice is a food item that is consumed by others. Work in teams when moving heavy equipment. Watch always where you are going before moving heavy equipment. Always let others know if you are going to be working alone in a desolate area of the property.

CHECK LISTS Always use check lists or open/close procedures when performing your duties. Design your properties own checklist for banquet supervisors. Create periodic site inspection tours of the facilities and report areas in need of maintenance (light bulbs, painting, wallpaper repair, etc)

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BANQUET AREAS INSPECTION CHECLIST DATE________________

SUPERVISOR_________________

TIME________________

The following areas must be inspected every morning for cleanliness, organization and proper set-up. Equipment not being used for present or future events (2 days max) must be removed. Problems in these areas must be addressed immediately after all guest services are taken care of. (INSPECT CREDENZAS, CABINETS, KITCHEN AREAS, CLOSETS IN ALL ROOMS) Room or Area Flamingo Flamingo Foyer (Sofa Area Also) Las Olas (Including Counter) Las Olas Terrace (Stairwell, Jardin) Tropical (Including Storeroom) Salon del Mar (Pantry. Storeroom, bathroom) Hilton Meetings’ rooms 3-10 Closets/credenzas/pantry Hilton meetings 1-2 Executive bdr. / terrace San Cristobal Ballroom Partition closets/ storage closet San Cristobal Foyer Tropical garden/pagoda San Cristobal Pantry Area Electrical Room/storage cabinet San Geronimo Ballroom Partition closets, foyers, Projection booth, kitchen hallway, stage Service Bar, Linen room, Stairwells, kitchen area Ballroom C terrace, ramp, Atlantic garden,CLV Pool area Auditorium Storeroom, projection booth San Geronimo Storeroom (Hallway to engineering Gazebo Flamboyan-Ceiba Electrical panels, storeroom Pool Area: (Leftover equipment, Area clean) Expo & -Outside entrance Storeroom,pantry,partition

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Verify Status of cleanliness, repair and maintenance. Please insert comments and send to Banquet service manager.

OPENING/CLOSING PROCEDURE Banquet Department Done by

Duty or task to be performed (More or less in Chronological Order) Verify log book, CC mails, voice mail and waiter assignment book to ascertain all relevant information for the day’s operation. Procure a set of the daily BEO’s to revise the daily events. (at 830am ,Mon-Fri, attend the daily stand up meeting at the executive office) Do walk around and fill out the “Banquet Area Inspection Checklist”. Turn all lights and A/C’s in rooms to be used. Report all damages to engineering daily. Set-up all the day’s signage and door cards (revise their spelling and their content) Set up directional signage when necessary. Verify staffing. Assign housemen to refresh or set-up the day’s events or any other task needed. Verify all F&B set-ups are being set-up by F&B attendants. Coordinate with Kitchen and Stewarding the day’s F&B events. (special details, guarantees, timing, menus,etc) In the mornings, conduct a daily general pre-shift meeting with staff (Coffee breaks & breakfast servers and housemen) Always discuss what’s happening around the hotel besides specific menu and service details of their events. Refresh specific Hilton Brand standards and have HBS sheet signed by staff. This sheet is to be turned to Training manager on a weekly basis with at least 30 signatures. (Housemen, Bartenders and Waiters) Check that all coffee breaks are set to the BEO’s specs. Check also for decorations, signage, freshness, set-up, timing, equipment. Make sure server knows the name of the contact prior to arrival and make sure clients are greeted. In all events the banquet supervisor will greet the guest to the room upon arrival. Verify with client the BEO’s details and let them know where they can call for help. Check back periodically. Leave your card. (waiter will have to be present in the room 15 minutes to event starting time to also greet guest) Prior to clients arrival; Check event for environment(lighting, temp., cleanliness), room setup(AV, podiums, extra tables, trashcans,etc.), table set-up (equipment, cleanliness), food stations set-up(well decorated, orientation, location., clean and pressed linen, signs, utensils) Check details against BEO’s specified requirements. Discuss with bartenders the BEO’s beverage requirements, service schedule, shot glasses and pourers(1 ¼ oz) are always required, make sure liquor and storage areas are always secured, an inventory sheet is always filled and verified by the supervisor prior to service. A daily in-out inventory is required of all beverage functions; it must be posted with the check to accounting. (copy sent to file with check copy) Corkage copy in corkage book. Verify par-stocks. Fill out any necessary requisitions (food, beverage, dry goods) to provide the day’s service requirements. Next days beverage order must be pre-written and drop in storeroom’s mailbox. In all breakfast/lunch/dinner events conduct a pre-meal meeting to discuss: station assignments, menus, special requirements, client or groups background, timing, order of service, uniforms and grooming, VIP’s. Prior to any event do a final check up of bar and table set-ups. Do a final room inspection.(place settings, buffets, bars, place cards, kitchen, staff assignments, At the beginning of the event, greet the guest. Verify attendance and notify kitchen of headcount. During the event; supervise service and reassign servers if some stations remain empty. Monitor cashier stations (staffing and set-up) and periodically monitor cashiering procedures.

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(initials)

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Comments

During service; visit guest and inquire how they are enjoying the meal. (ask specific questions) Use guest names whenever possible. Look for non verbal signs from guest to ascertain potential problems or needs. At some point, take time out to verify housemen progress and give new assignments, prepare headings for the bills, assign side jobs to closing waiters. At 3pm one supervisor must attend the daily BEO meeting (Mon-Fri.) Make at least 8 copies of the next day’s revised BEO’s for rest of the team. Prepare bills; checking all charges on the BEO plus any additions (rent, AV, phone lines, labor, decorations, etc). Add in corkage fee and tip if applicable. All beverage consumption must be noted in a separate beverage consumption inventory sheet. (attach it to original bill; keep copies in file and beverage log book) Present bill in a folder with pen. Inquire as to how the function went, thank the guest and offer your business card. Make copies of the check and file accordingly(one for file box, one for group coordinator, one to record guest comments, original goes to accounting) Gratuity diistribution sheet is done after every event and file accordingly( one attached to original bill, one is posted on the display cases, one is filed in file box) When closing an event: Coordinate with chef and stewarding the return and/or disposal of unused Food & Beverages.Verify final clearing and busing, verify that post function work is assigned and completed. (secure decorations, linen, table equipment, signage, mis ‘n place, etc) Make sure all coffee break banquet equipment is returned and secured (Juice dispensers, scoops, signs and sign holders, decorative props, etc) All remote food storage areas are to be inspected, cleaned and secured. Coordinate clean up with Stewarding, HK, and banquet housemen. Prepare for next day’s events: Staffing: One supervisor is assigned to do the servers assignment book and post schedule on the tape answering machine.(no later than 7pm, please revise the recording) Linen/equipment: verify linen and equipment needs for the next 3 days and check against inventory and deliveries pending. (notify of any shortages) Food/beverage/ other supplies: verify par stocks and order accordingly.

For all events; conduct a final walk through to inspect the room’s condition. At closing walk through all rooms, public space and storage areas to check that: •

All food items returned to the kitchen and all banquet supplies and equipment returned, & secured in their corresponding storage areas. • Liquor & beverages removed and locked up. • All trash removed, next day’s functions set according to their BEO’s specs. Manage by walking; do not assume these tasks are done unless you inspect them yourself. • Coordinate with outside cleaning co. the priorities for the day. • Conduct detail briefing with overnight banquet manager for overnight cleaning and set-up assignments; prioritizing those that are for AM.

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