F & B Notes
BANQUET
Banquet can be described as a large gathering of people where arrangements are done for service of food and beverages. The word banquet means a sumptuous feast or meal. The need for its origination dates back to such era when it became mandatory to organize a different setup all together for large groups so that it can be separately looked on. The space constraint thus can be sorted out by engaging particular big halls meant for the purpose and therefore the concept of banqueting became popular. In the modern day d ay scenario banquets b anquets are arranged to cater ca ter large number of people. It may be in honor honor of a visiti visiting ng guest, guest, dignit dignitari aries, es, birthd birthday ay or marria marriage. ge. However However the modern concept of banqueting banqueting includes much more. The gathering gathering of people has taken the shape of conventions, meetings, conferences, b’day pa rties, reunions, etc & etc. The importance…
An efficient conference & banquet service is possible only with proper coordination between banquet office / operations & the kitchen. !" of the guest who come for conferences are very particular about the fact that all the details which were mentioned by the catering sales office/banquet office are carried out effectively & no details are missed out. The guests get upset in case anything is not done the way requested. The function categories
Banqueting functions include categories #
$ormal meals # includes lunch% dinner and breakfast.
Buffet receptions # include functions such as wedding receptions% cocktail party% etc.
onferences # include meetings.
'ublic relation parties # includes seminars% dealers meetings% e(hibitions% product launch etc.
)ocial banquets # marriages% dinners% lunch% cocktail party etc.
Banqueting types
1
F & B Notes
$rom the point of view of operation% ope ration% banquet functions can be distinctly d istinctly classified as # *. +nfo +nform rmal al banq banque uets ts ,. )emi )emi-f -for orma mall banqu banquet etss . $orm $ormal al banq banque uets ts Formal banqueting # +n this all degrees of formalities and protocols are maintained and therefore elaborate arrangements are required to be made. ormally formal banquets are witnessed in case of 0ead of states hosting function in honour of visiting dignitaries. These elaborate arrangements are in advance and everything is preplanned to the last details. 1laborate seating arrangements are made with predetermined and marked seat numbers. )eating plans may be given in advance to the guest along with the menu or may be send with the invitation. The actual plan is as per the ranking and during the final show one may find tent cards mentioning names of the guest placed in the particular seating position. Informal Informal banqueting banqueting – +n this no set plan of seating is followed. Ap art from this no formality is e(pected from the guest side in terms of maintaining the protocols. The best e(amples are the marriage parties% birthday bash% launch parties etc.
# +n this a part of the function is formal whereas the rest can be Semi-formal Semi-formal banqueting banqueting # informal in its own sense. $or e(ample in a company board meeting the top table can be arranged maintaining the protocols and ranking whereas the rest of the table could be at ease with no such arrangement.
SEQUENCE F F!"#$ B#NQUET%N& SE!'%CE(
2uests get assembled in the Ante room.
)mall welcome drink or mocktail may be served to the guest in the ante room
)eating plan is displayed or announced for the guest. Tables are numbered avoiding the number *.
)tewards/ waiters line up behind the head table and other tables.
2uests are seated and serviettes placed across the leg
$irst course is served to the head table followed by the other tables.
learance also follows the same order.
The subsequent courses take the same procedure.
Toast may be raised in a break between the courses or it may even be raised at the beginning or the end of the party.
2
F & B Notes
$rom the point of view of operation% ope ration% banquet functions can be distinctly d istinctly classified as # *. +nfo +nform rmal al banq banque uets ts ,. )emi )emi-f -for orma mall banqu banquet etss . $orm $ormal al banq banque uets ts Formal banqueting # +n this all degrees of formalities and protocols are maintained and therefore elaborate arrangements are required to be made. ormally formal banquets are witnessed in case of 0ead of states hosting function in honour of visiting dignitaries. These elaborate arrangements are in advance and everything is preplanned to the last details. 1laborate seating arrangements are made with predetermined and marked seat numbers. )eating plans may be given in advance to the guest along with the menu or may be send with the invitation. The actual plan is as per the ranking and during the final show one may find tent cards mentioning names of the guest placed in the particular seating position. Informal Informal banqueting banqueting – +n this no set plan of seating is followed. Ap art from this no formality is e(pected from the guest side in terms of maintaining the protocols. The best e(amples are the marriage parties% birthday bash% launch parties etc.
# +n this a part of the function is formal whereas the rest can be Semi-formal Semi-formal banqueting banqueting # informal in its own sense. $or e(ample in a company board meeting the top table can be arranged maintaining the protocols and ranking whereas the rest of the table could be at ease with no such arrangement.
SEQUENCE F F!"#$ B#NQUET%N& SE!'%CE(
2uests get assembled in the Ante room.
)mall welcome drink or mocktail may be served to the guest in the ante room
)eating plan is displayed or announced for the guest. Tables are numbered avoiding the number *.
)tewards/ waiters line up behind the head table and other tables.
2uests are seated and serviettes placed across the leg
$irst course is served to the head table followed by the other tables.
learance also follows the same order.
The subsequent courses take the same procedure.
Toast may be raised in a break between the courses or it may even be raised at the beginning or the end of the party.
2
F & B Notes
3henever toast is raised it is to be announced annou nced by the Toast Master.
The Toast master is only responsible for the raising of Toast% the rest of all announcement and are normally carried out by the 45.
The service could be a pre-plated service or silver service at times% but strict observance of the codes is followed.
All the guest seated in the head table are given the honor of name cards whereas the guest in the other tables are either numbered or named as per the choice of the party.
To facilitate the service system different systems are used which can vary from hand gestures to light signals.
The Banquet department Therefore the Banquet department can be grossly categorized into # . The !anq !anquet uet sale saless offi office ce ". The !anq !anquet uet oper operat atio ions ns
Lets now understand type of job and the flow of tasks in these two above mentioned areas. The Banquet sales office
This mainly deals with #
+nquiries of the various halls% dates and rates.
6eservations and cancellations of the functions.
$inalizing the details.
$ollow ups of the bookings.
$illing the correspondence. The Banquet perations
This mainly deals with #
4aking the $unction 'rospectus or the $'.
0all setup
'lanning and e(ecution of the functions
4aintenance of the area and equipments
3
F & B Notes
oordinating with the chef for the formulation of regular as well as the special menus as requested by the guest
oordinating with the host of the function
ontrolling the operating cost
5rdering supplies via indenting
4anpower planning and briefing of the staff
4onitoring the function
The final bill making and settlement Staff organi)ation Banquet manager
Asst. Banquet manager
Toast 4aster
Banquet 0ead 3aiter
Banquet )ales 4an
0ead 3ine 3aiter
)ales 1(ecutive
3aiter
asual staff
'orters
Banquet manager
F & B Notes
0e / she hold the full administrative responsibility. 0e meets the prospective clients to discuss and finalize the arrangements such as menus% table plans% wines% toast master% costs or any other special requirements. 0e then sends all the information in the form of a 4emo or formatted structured $unction 'rospectus to all the concerned departments like kitchen% housekeeping% maintenance etc. 0e takes the overall responsibility for the successful conduction of the function. Banquet hea* +aiter
Banquet head waiter is in charge of the banquet suits and there organization for various forms of functions. 0e is also responsible for arranging and engaging the casual staff to perform the various bulk 7obs of a function. 0e ensures a proper co-ordination among the staff and the management so that a good team work can be generated and a perfect service can be delivered to the guest. ,ispense barman
0e is responsible for the proper dispensing of the liquor d uring the function. 0e is also responsible for the allocation of bar stock for various functions% the setting up of the bar% the organization of the bar% control of stock% stock taking and restocking of the bar. -ermanent +aiting staff
These are the people who perform all hands on 7obs and do practically the service in the banquets. They do the mis en place well before the function like laying of the table etc and perform a effective service during the function. Casual staff
These are the staff usually hired by the banquet department on daily basis. They should be picked up carefully as the nature of the 7ob is casual. ormally such staff reports one hour before the service. They are briefed and then are allotted the respective 7ob. After the service they are dismissed after paying the daily wages. -orters
There are always two or three porters employed in the banquet as a great deal of heavy work is to be carried out in banquets. 0eavy items like chairs% tables etc are to shifted everyday for the purpose of set wherein these porters are of great help.
Bookin"
By phone Taking booking….
By written re#uest $n person
!
F & B Notes
'he%k diary *vailable -nter in bookin" diary
Not available
+efuse politely
,ffer alternate dates
end %onfirmation seekin" letter( deal letter +e%eived %onfirmation
Fun%tion repare the Fun%tion rospe%tus rospe%tus %onfirmation 'ir%ulate it to various Not re%eived $n%lude it in Forward Ban#uetin" departments list
1 ( 2 days before prepare Fun%tion sheet BANQUET OFFICE OPERATIONS
)able plan and staff allo%ation
Inquires are noted in the computer & the halls are blocked tentatively according to the timings & the date. The unconfirmed function is blocked in green colour & the confirmed function is blocked in red colour. These bookings are then followed up with the concerned sales office or the guest directly till it gets confirmed. #hen the office personnel is confirming a function, details are noted in a plain sheet. $ll questions are asked to the guest as per the !anquet Information %orm that nothing is missed out. Inquiries can be received in the !anquet ffice through ' email, fa(, telephone or personally the guest coming for a booking or by any of the sales offices. $ !anquet Information %orm is mailed to the sales office. This is a checklist of the questions to ask for a !anquet %unction, so that nothing is missed out. Banquet function *etails chec.list Contact person at /enue0 1
-rogram ,uration0
/
F & B Notes
1
#("2-(" 3coffee4 Brea.0
1
&uarantee* no of people0
1
Seating #rrangement6
q
Theatre Style
q
Boar*room
q
Classroom seating
q
U6Shape* seating
q
Fish Bone
q
Buffet lounge 3%nformal4
q
!oun* Table cluster
q
ther
1
#u*io /isual requirement0
q
/erhea* -ro7ector
q
Sli*e -ro7ector
q
'i*eoscope
q
Screen
q
T'2'C!
q
Tape recor*er
q
"icrophones
q
8i6Fi #u*io system
q
$C,
1
8ea* table count0
1
Signboar* to rea* as 0
1
"o*e of payment 3Billing4 0
1
#**ress0
E5pecte* no( of people0
!egistration table0
Contact -erson0
0
F & B Notes
9e request you to .in*ly sent us a confirmation letter on your company letterhea* to enable us to sen* the final bills to your company( 1
"enu ,etails
q
Conference menu
q
8igh Tea menu
q
By chef
q
Coc.tails
NTE 0 FUNCT%N -!S-ECTUS F!"#T T -#STE, $E#'E NE -#&E
Special %nstructions
5nce all the information has been received & the function is clear% the function prospectus is made. The function prospectus has to be fed in very carefully as the success of the function depends upon the details% which are contained in the $'. The $' has four copies% one for Banquet 5ffice% one for 5peration & billing% one for )tewarding & the last for the 8itchen.
The function prospectus is filed along with all the correspondence in the daily function folder which is maintained day wise. As & when the $' is made% the $' is filed in the respective day folder.
Any correspondence for the future months functions are filed with remarks & after the hall has been blocked filed in the monthly folder. At the end of the month the daily folders are removed & the correspondence in the monthly folders are filed according to the days & the details are again fed in the computer to start the process of taking out the $'9s.
The Banquet +nformation $orm has the choice of cuisine offered. 5nce the guest9s preference of cuisine is known% the menu is e-mailed for finalization & then the $' +s made. This is done only if the booking is from the sales office.
F & B Notes
As soon as the hef receives the $' in the 8itchen% in case of doubts he asks the 4anager or else his planning starts.
+f it is a Theme :inner% then planning has to start much in advance. :ecor / props to be organized & ordered. The 4anager hands over the function to the aptain who starts following up on the ordering & the planning of the function. +t is the duty of the Banquet 4anager to follow up from time to time.
The $' has to be checked by the atering sales assistant during the menu briefing with the kitchen hef. 1very possible thing% which is going to happen in the function% is noted down with the comments of the Banquet 4anager or the )r. aptain handling the function.
n the day of the function, the )aptain meets the host on his arrival & goes through the whole program once again as in the %unction *rospectus. He should reiterate the following parts+
6econfirming the menu.
2et an approval regarding the seating arrangements. heck if any changes are required.
heck regarding the timings of the function & go through the whole itinerary again.
heck for audio / visuals aids. 5nce the function start the aptain has to ensure full support & coordination from his side for the function.
At the end of the function% the bill is made & is signed by the host. The atering assistant raises a Banquet hallan% which is not a bill% but the guest signs on this hallan% & then the bill is made & need not be presented to the guest. +f the bill has to be settled then is presented or else sent to the company for collection if the guest is on the credit list of the hotel.
+f the function is in a plan or complimentary then the 85T is raised for the plan amount & attached to the waiter9s copy of the $.' & sent to the $& B ontroller.
The atering )ales office emails the thank you letters to the guest the ne(t day to check on if the function was a success. +n case of any grievance the Banquet 5ffice tells the 4anager who in turn finds out the fact. Thus the 2uest 6ecovery is made.
NTE 0 B#NQUET "ENU S8U$, BE -#STE, %N T8E :U!N#$
F & B Notes
B!E#;F#ST
05+1 5$ ;<+1) 56 )311T / )A=T1: =A))+
',$'- ,F '-+-*L 4,++$56- ( ',+NFL*7-8 served with hot & %old milk ',$'- ,F -66 +-*+*)$,N 4B9:$* ( '+*;BL-5 ( ;**L* '+*;BL-58 served with toast< butter & preserves SELECT ANY ONE FROM A OR # A416+A 'AA81)
erved with honey & melted butter B+-*5 B*7-) *N= )+-4;9FF$N ( '+,$*N) ( 5*N$ *)+= ( '$NN*;,N +,LL8 B
'556+ B0A;+
',$'- ,F *+*)* 4*L,, ( 6,B$ ( ;,,L$ ( N*L*5*+$8 served with %urd & pi%kle '*NN* B*)9+* SELECT ANY T!O
+:=+
>*5* ',$'- ,F 9)**; 4plain ( tomato ( onion ( nil"iri ( ve"etable8 ',$'- ,F 5,* 4plain ( masala ( onion8 ',$'- ,F 9;* 1?
F & B Notes
4semiya ( rawa8 south indian served with sambar & assorted %hutneys +::+A''A4
erved with ve" korma T1A / 5$$11
@ )$ ;-N9 $ *L$'*BL- F,+ *LL L*N *;,9N). CONVENTION MENU (WORKIN !UNC"# Select any NE 05+1 5$ 61A4 )5<'
4mushroom ( tomato ( ve"etable ( "reen peas8 '+,A9-))- ;$N-)+,N )*;*)*+ 5*N$=* ,+B* >-6-)*BL- 'L-*+ ,9 ;=,+- --+ +**;
Select any T8!EE
6+--N *L*5 +9$*N *L*5 4bones8 ),-5 *L*5 ',L-L*C ;-D$'*$N6-+;*N ,)*), *L*5 ;*'*+,N$ *L*5 ;**+*:* *L*5 7,*;B*+$ *L*5 ,)*), *L*5 *N5*L,9- *L*5 Select any T9
select any T9 >121TAB=1
,)*),< '--- & +*$$N *N--+ *7,+* ;=,+- B,N5* ;$N$ >-6-)*BL- $* ;$N$ >-6-)*BL- B9+6-+ >-6-)*BL- B$+$=*N$ >-6-)*BL- FL9)*( >-6-)*BL- A9$'select any NE
'$'7-N '9)L-) 7-N)9'7= F+$-5 '$'7-N )*N5,,+$ '$'7-N ;$N$ '$'7-N $* '$'7-N B$+$=*N$ ;9)),N B$+$=*N$ '$'7-N FL9)*
Select any NE
($and%&'h#
'--- *N5 ),;*), >-6-)*BL%ho%olate8 ',L-L*C '9)N-= '$'7-N
F+9$) )+$FFL6*)-*9D 4pineapple ( 69L*B :*;9N +*69LL* +*;*L*$ 11
F & B Notes
-66 '--%ho%olate8
• •
•
;,,N6 5*L *LC* ,9FFL- 4lemon< oran"e<
)$ ;-N9 $ *L$'*BL- F,+ L*N *;,9N) ;,+- )*N + !?(E. $N'*- )- L*N *;,9N) $ + /??(E<)- 5--+) $ $N'+-*-5 ), 2 &)- N,N >-6 *L, ), 2 & >-6-)*+$*N ), . )$ ;-N9 *L, $N'L95- 1 5*L & )-*; +$'-
$UNC8 2 ,%NNE! "ENU SU&&EST%NS
(VEETARIAN BUFFET# Soups 'egetables Select any NE
!ice Select any T9
'+-*; ,F ),;*), *L,, :--+* '+-*; ,F ;9+,,; 59; *L,, 7*;$+$ '+-*; ,F >-6-)*BL- *L,, '*$'9; '+-*; ,F $N*' *L,, 6,B$ ,)*6- ). 6-+;*N *L,, ;9))-+ ;$N-)+,N*L,, *L*7 5*L ;$N) ,+B* *7**+$ *N6*; C--) ',+N >-6 ,9 N*>*+*)*N 7,+;* >-6-)*BL- 'L-*+ ,9 >-6-)*BL- 7,F)* ,) NG ,9+ ,9 >-6-)*BL- :*LF+*$>-6-)*BL- 7,L*9+$ Saad$ See't an) TWO
Select any NE
:--+* 9L*, ;9))-+ 9L*, >-6-)*BL- 9L*, 7*;$+$ 9L*, >-6-)*BL- B$+$=*N$ *FF*+*N$ 9L*, ),;*), +$'',',N9) +$'L-;,N +$';9+,,; 9L*, N*C*B$ 9L*,
>-6-)*BL- *$ 7,+;* >-6-)*BL- *96+*)$N Ind&an *read 59; *L,, B,:9+$ See't an) TWO 9N:*B$ 7*5$ 6,B$ ;9))-+ 6,B$ 6*::*+ 97*;*C* +,)$ ( N**N ( 79L'* 7*5*$ >-6-)*BLB9))-+ N**N (
6+--N *L*5 ),-5 *L*5 C,L5+,F *L*5 ',L-L*C ;-D$'*$N*+*)* 6-+;*N ,)*), *L*5 B$N5$ 5, =** *+*)* '**) 4aloo ( %hanna ( fruit8 +a 79'9;B-+ See't an) ONE ;*'*+,N$ *L*5 ;**+*:* *L*5 7,*;B*+$ *L*5 5*L ;*7*N$
;$$ +,)$ ( 95$N* +e$$ert$ See't an) TWO F+9$) *L*5 F+9$) )+$FFL12
F & B Notes
5*L ;**+*N$ Paneer
;,9- 5- +9;,5*L *N'+*)*N +*C*L $N$5$ ',L-
See't an) ONE
oran"e ( %ho%olate8 *N--+ ;*))*+ *N--+ ;*7*NC*L*
+*:;* ;**L* 5*L L*,,N$ 5*L *L*7 ;,,N 5*L N,,+:**N$ *+* ;,,N6 5*L ;* 7$ 5*L
*$ *N--+ 7*5*$ *N--+ ;*L*$ 7,F)* 95$N* *N--+ *N--+ '9)N-=C*L*
$N-*L- 6*)-*9D =-LL,C 5*L )*57* ',',L*)- 6*)-*9D ,9FFL- 4lemon ( '*+*;-L '9)*+5 *L;,N5 $5*)- $F+9$) & N9) $+*;*L*$ 69L*B :*;9N -;$=* 7--+ +$'- 7--+ 6*::*+ *LC* 6$N )+$FFL- 955$N6 ;*L9* *$ )97+* *5* +*5*;*N $+--NE-E:*NN*)
L9N' ( 5$NN-+ ;-N9 966-)$,N (NON,VEETARIAN BUFFET#
Soups 'egetables Select any NE
!ice Select any T9
Select any NE
'+-*; ,F ),;*),
*L,, :--+*
:--+* 9L*,
'+-*; ,F ;9+,,;
59; *L,, 7*;$+$
;9))-+ 9L*, 13
F & B Notes
'+-*; ,F >-6-)*BL-
*L,, '*$'9;
>-6-)*BL- 9L*,
'+-*; ,F $N*'
*L,, 6,B$
7*;$+$ 9L*,
,)*6- ). 6-+;*N
*L,, ;9))-+
>-6-)*BL- B$+$=*N$
;$N-)+,N-
*L,, *L*7
*FF*+*N$ 9L*,
5*L ;$N) ,+B*
*7**+$ *N6*;
),;*), +$'-
C--) ',+N >-6 ,9 N*>*+*)*N 7,+;*
',',N9) +$'-
>-6-)*BL- 'L-*+ ,9 >-6-)*BL- 7,F)*
L-;,N +$'-
,) NG ,9+ ,9
>-6-)*BL- :*LF+*$-
;9+,,; 9L*,
>-6-)*BL- 7,L*9+$
*+5* 9L*,
Saad$
>-6-)*BL- *$ 7,+;* N*C*B$ 9L*,
See't an) TWO
>-6-)*BL- *96+*)$N 59; *L,, B,:9+$
Ind&an *read
9N:*B$ 7*5$
See't an) TWO
6+--N *L*5 ),-5 *L*5
6,B$ ;9))-+
C,L5+,F *L*5
6,B$ 6*::*+ 97* ;*C* +,)$ ( N**N ( 79L'*
',L-L*C ;-D$'*$N*+*)*
7*5*$ >-6-)*BL-
6-+;*N ,)*), *L*5 B$N5$ 5, $** *+*)*
B9))-+ N**N ( ;$$ +,)$ ( 95$N*
'**) 4aloo ( %hanna ( fruit8 79'9;B-+
+a
+e$$ert$
;*'*+,N$ *L*5
See't an) ONE
See't an) TWO
;**+*:* *L*5 )+$FFL-
F+9$) *L*5( F+9$) 1
F & B Notes
7,*;B*+$ *L*5
Ch&'-en . !am*
5*L ;*7*N$
-+--NE-E:*NN*)
5*L ;**+*N$
$N-*L- 6*)-*9D
=-LL,C 5*L )*57*
;,9- 5- +,;,-
5*L 9N'*+*))*N
',',L*)- 6*)-*9
+*C*L $N$5$ ',L-
,9FFL- 4lemon (
;9+6 5, =**
+*:;* ;**L*
'*+*;-L '9)*+5
7*5*$ ;9+6 $-
5*L L*,,N$
*L;,N5 $- ( 5*)-
;9+6 ;*7*N$
5*L *L*7
F+9$) & N9) $-
;9+6 *F6*N$
;,,N 5*L N,,+:**N$
+*;*L*$
;9+6 *+$=*L$
*+* ;,,N6 5*L
69L*B :*;9N
;9+6 ;9*LL*; 7--+
;* 7$ 5*L
-;$=* 7--+ ( +$'-
See't an) TWO
oran"e ( %ho%olate8
;9+6 7*L$ ;$+'C*L*
6*::*+ *LC*
,9L-) *9)- '*-9+ 955$N6
6$N )+$FFL-
95$N* '$'7-N
;*L9*
'$'7-N '-))$N*59
*$ )97+*
;9+6 *C* ;**L
*5* +*5*;*N
59; 7* 6,) ;9)),N 7,L*9+$ ;9)),N ',',N9) F+= Paneer See't an) ONE ;9)),N +,6,N:,
95$N* *N--+
6,) *L*7
*N--+ '9)N-=C*L*
B9N* 6,) +*$)*
*N--+ **N5*
Menu &n'ude$
**5 ( $'7L- ( 1!
F & B Notes
;9)),N --+ F+= ;9)),N >$N5*L,,
*$ *N--+ 7*5*$ *N--+ *N--+ ;*))*+ *N--+ ;*7*NC*L *N--+ *L*7
;*L*$ 7,F)*
•
•
•
•
L-*- N,)- )*) )$ ;-N9 $ *L$'*BL- F,+ * L*N *;,9N) ,F + !?(E $N'*- )- L*N *;,9N) $ + 3!?(E )- >-6-)*+$*N B9FF-) ;-N9 $ *L$'*BL-. $N'*- )- L*N *;,9N) $ + /??(E-6 -')$,N B-',;- 3<*L*5 B-',;- 3<>-6-)*+$*N 5$- B-',;- 3 & 5--+) B-',;-3. *L, N,)- )*) )- B9FF-) C$LL B- *L$'*BL- F,+ 1! *D & *B,>-.
COCKTAI! SNACKS 5 >121TA6+A
'$'7-N )$77* *'*+$ )$77* ;9+6 ;*L*$ )$77* --7 7*B*B '$'7-N *7,+* 5+9; ,F -*>-N F+$-5 '$'7-N *;;$ 7*B*B
5,-N << << << << << << <<
1!?.?? 1!?.?? 1!?.?? 1!?.?? 1!?.?? 11?.?? 11?.?? 12?.?? 1/
F & B Notes
'E&ET#!%#N
'--- & $N-*L- )$'7 *N--+ )$77* *N--+ *7,+* '$LL$ *N--+ >-6-)*BL- *7,+* >-6-)*BL- --7 7-B*B '*9L$FL,C-+ ;*N'9+$*N ','7)*$L ;**L* >*5* >-6-)*BL- '*N*$- F+-N' F+$- ;**L* -*N9) '*NN* '**) *L)-5 -*N9) C*F-+
5,-N << << << << << << << << ,+)$,N << << << <<
/?.?? ?.?? ?.?? ?.?? ?.?? 0?.?? /?.?? /?.?? /?.?? 3?.?? 2!.?? 2!.?? 2?.?? 2?.??
BE'E!#&ES
*-+*)-5 B->-+*6- ,5* '*NN-5 :9$'- ;$N-+*L C*)-+
2!.?? 1!.?? 0!.?? 2!.??
)*D- * *L$'*BL@ )$ ;-N9 $ '*+6-5 * -+ ',N9;)$,N. 8%6TE#
10
F & B Notes
Select any NE
Select any T9
'$'7-N *N5C$' *N5C$' *,+)-5 '*N*$- ;$N$ B9+6-+ 4'$'7-N ( ;9)),N8 '$'7-N *))$- )9FF-5 B9N 4'$'7-N ( ;9)),N8 '$'7-N '9)L-) '$'7-N *7,+* ;$N$ '$'7-N $* -66 *7,+* '$'7-N '+,A9-))'$'7-N +$N6 +,LL
),;*), & '--;$N$ >-6-)*BL- B9+6-+ '*N*$- ;**L* >*5* >-6-)*BL- *))$- >-6-)*BL- '9)L-) ;$N$ >-6-)*BL- $* >-6-)*BL- )9FF-5 B9N ;=,+- B,N5* >-6 +$N6 +,LL *L,, B,N5* ','7)*$L >*5* (
'9)N-= Ser/e* +ith tomato sauce< tamarin*< coconut = mint chutnies
See't an) ONE
*)+$- 4'ho%olate< ineapple8 69L*B :*;9N 7*L* :*;9N $+N-,,:$ *LC* ,9FFL- 4Lemon ( ,ran"e ( 'ho%olate8 '*+*;-L '9)*+5 -;$=* *=**; +*;*L*$ ;$L7 '*71
F & B Notes
F+9$) )+$FFL;*L9* *$ )97+* )-* ( ',FF--
@ L-*- N,)- )*) )$ ;-N9 $ N,) $N'L95-5 $N *N= L*N *;,9N) & C$LL B- '*+6-5 *) *N -D)+* +*)- ,5F + 1??(EH)*D.
1
F & B Notes
R/ad $h/%. E0h&*&t&/n
)his is basi%ally a display of a parti%ular produ%t. )his may be from the same %ompanyE different types for eIample ran"e of *kai )vGs or may be different %ompany )vGs displayin" their ran"e of produ%ts. )he set up for all road shows or eIhibitions will differ from produ%t to produ%t. $n this sort of an event a hall hire is %har"ed to the %on%erned as "uests keep %omin" and "oin". )heir will be an add in the newspaper re"ardin" the timin" of the road show & "uests will %hoose a %onvenient time to visit. )he hotel hi"h or"anise a %offee tea servi%e for all the "uests who %ome in. E0ampe$ *n eIhibition of sarees will re#uire a platform or a sta"e in ea%h stall to display the entire saree with lot of spotli"hts so that the %olour is not hidden. )hey will also re#uire tables behind to store the sarees. ,ne man per %ounter from the %ompany as a salesman displayin".
* %omputer road show will re#uire stalls as in %ubi%als with spotli"hts hi"hli"htin" the produ%t & a display table with fo%us li"ht to display the %atalo"ues of the produ%t. )hey would also re#uire lot of eItension %ords to operate the %omputers & printers & a three phase power supply available at all times. $n these sort of road shows no one speaks< but ea%h stall has a salesman who takes %are of "ettin" the addresses of the "uests who are interested to buy the stuff. )hese "uests are approa%hed at a later date by the %ompany for sales.
Pr/du't !aun'h
)his type of a fun%tion mainly is for %ompany who has just laun%hed a new produ%t in the market. )his will mainly %onsist of a presentation re"ardin" the produ%t to the dealers. ;ay it be a medi%al produ%t< toothpaste or a %omputer or a new toffee. )he presentation will be done by a sin"le person who knows the produ%t well & is %onfident of handlin" the #uestions whi%h may %ome up by the dealers.
)he seatin" will ne%essarily be a theatre style with a visual aid. *fter eIplainin" the produ%t< the produ%t is displayed for the "uests to see. potli"hts will hi"hli"ht the 2?
F & B Notes
produ%t. )he dealers %an "o see the produ%t & take samples & ask the %ompany representatives #uestions re"ardin" the produ%t. * %o%ktail & dinner will follow this.
)his is a very presti"ious fun%tion for any %ompany. No %ompromises are "enerally made on the #uality of the hotel & the food. 9sually the best is %hosen< as this is a time for the %ompany to %reate an ima"e about itself. Bi""er the produ%t < the bi""er the type of fun%tion & the "reater the produ%t awareness in the market.
Sem&nar
)hese are basi%ally le%tures "iven re"ardin" a subje%t. *fter the resear%hers do resear%h on a parti%ular subje%t< they present the results & what they have found durin" the resear%h to the other people in the same field. For eIample a seminar on J'an%erK will ne%essarily have do%tors< journalist & dru""ists attendin" it. 5o%tors & dru""ists for sharin" the knowled"e & the journalist for brin"in" it to the rest of the world.
)his also involves a lot of visual aids & the seatin" will be either theatre style or %lassroom style. $n this sort of a %onferen%e< there will be a panel of "uests who will be pioneers in the subje%t & will sit on a sta"e waitin" or present their papers re"ardin" the subje%t. -a%h one of them will present what their views are on the same subje%t & then answer to the #uestion asked by the audien%e.
Pre$$ Meet
)his is done if a %ompany is makin" its shares publi% or a new %ompany is bein" laun%hed< so that the press %an be %alled & the vital statisti%s of the %ompany %an be dis%ussed so that the %ompany is proje%ted throu"h newspapers to the publi%.
)his is a very food way of advertisin". )o %all the press & let the press spread the word around throu"h newspapers to the other residents of the %ountry. )his is a theatre style of seatin" < but very small "atherin". )his mi"ht involve a visual 21
F & B Notes
presentation to the press & followed by #uestion answer session by the press dire%ted to the board of dire%tors of the %ompany.
P/&t&'a Par&amentar) +ee1at&/n Meet
)his happens when a parliamentary dele"ation meets the tip offi%ials of a 6overnment %on%ern or of a %ompany. For eIampleE arliamentary 5ele"ation of +ailways will ne%essarily have the +ailway ;inister of state & the other 'abinet ;inisters & the members workin" for the railway. )hey usually meet for a tea meetin" or a lun%heon meetin".
)he seatin" is usually two $ shapes fa%in" ea%h other. ,ne $ shape for the ministers & the other one for the railways. -a%h member of the ministry will have a mike & the pro%eedin" will be re%orded. $t is a very hi"h profile fun%tion with name %rds for ea%h members present in the $ shape. )he hotel %oordinates with or"anisers re"ardin" the names & the itinerary of the entire fun%tion. 8#N,$%N& # CNFE!ENCE !EQU%!E"ENTS F! # CNFE!ENCE
The following should be kept in mind while handling conferences?
The e(act seating arrangement. +f possible insist on a seating plan drawing with the e(act head table requirement.
The stationery requirement.
The audio / visual requirement. 3hat is the equipment% which the guests are bringing% or what do they want us to organize. The type of markers they require.
3e must be very clear about the break timings / lunch / dinner etc.....
3e must know whether they require e(tra cords / pointer / laser pointer / podium etc...
3e must be clear regarding the nature of the function% whether it is a road show / e(hibition / display / seminar as the requirement for each is different.
$or e.g. $or a seminar% a stage & a podium might be required% for an e(hibition spotlights might be required etc.
22
F & B Notes
+t should be clear whether flip chart / white board etc. is required% whether recording is required etc.
All arrangements should be in the $.' & before the conference it should be re looked.
CNFE!ENCE ;%TS
These are also called conference friends. They are very important conference aids & add on to the quality of conferencing. These are kept on the registration table in the hall or on the tables depending on the size of the conference & can be passed onto whoever requires them. These may include? -
•
)taplers
•
2em clips
•
Bell pins
•
A@ paper
•
'encil
•
4arker pen
•
ello tape
•
'ads
•
)harpener
•
6uler
•
1raser
•
6ubber
•
5.0.' marker pens
•
)cissors
•
Tape dispenser
•
'unch machine
•
2um bottle
The abovementioned conference aids should be neatly kept at the regn table or the head table in a neat conference kit pack. %n case the conference is for a > n* *ay0 6 •
The tables / chairs are rearranged.
•
The glasses are cleared% washed & wiped.
23
F & B Notes
•
The tablecloths are checked% dusted% if dirty changed.
•
The glasses are relayed.
•
The champagne saucer is refilled.
•
The white board is rubbed & cleaned & ready for the ne(t day.
•
0ouse keeping is called for & the hall is brought back to normal.
•
Bulbs are checked% fused ones are changed.
•
=ights are switched off & the hall is locked & ready for the ne(t day.
,#? –> 9in*ing FF
:ay #, is very easy.
evertheless coordination has to be done with the host as for the break timings etc.
•
2uest preferences are to be kept in mind. +n case a guest has lemon tea% serve it before he ask for it. 3arm water instead of cold water etc.
•
The same procedure is followed in the first day.
•
The supervisor should be there when the guest / host walks in so as to form an impression that @9E #E! !E#,?A(
!IST OF A!! POSSIB!E OOF UPS IN BANQUET FUNCTION CONFERENCE.T"EME.+INNERS.COCKTAI! PARTIES Banquet O22&'e
)he ban#uet offi%e takes down the wron" dates at the time of blo%kin" the fun%tion. )he kit%hen is prepared with the food< but sin%e the dates are wron" the neIt doesnGt turn up. )his will surely ne"li"en%e on the part of the Ban#uet offi%e. )hese mistakes %an %reate a revenue loss for the hotel< an in%reased food %oast & an embarrassment for the "uest & the hotel & of %ourse unor"anised way of runnin" Ban#uet offi%e operations. $f the ban#uet offi%e for some reasons havenGt re%eived any return %onfirmation letter from the "uest %onfirmin" the fun%tion. uppose if the numbers of persons attendin" the fun%tion a%%ordin" to the offi%e are !?< but only 2! turn up< the "uest %an always say that he never asked for a minimum "uarantee of !? as there is no letter %onfirmin" the same. 2
F & B Notes
$f for some reasons known to the hotel staff only< the ban#uet offi%e shifts the fun%tion into another hall & doesnGt keep the "uests informed. -ven thou"h the hotel does everythin" to %ommuni%ate the %han"e in venue to all the "uests on arrival< but it is very important for the hotel to keep the "uest informed about the %han"e in venue. $f not done< will lead to embarrassment to the host in front of his "uests. $f the ban#uet offi%e does not fill in the fun%tion prospe%tus in detail & misses out a few important points< the fun%tion %an "o on the of %ourse of a failure. )he fun%tion prospe%tus is a very important do%ument for the ban#uet offi%e to prepare & for the operation to adhere to. $f the %ompany is offered %redit by the ban#uet offi%e without %ross %he%kin" the %redit list & its name doesnGt feature in the %redit list of the hotel. )his %an %ause a very odd situation to arise for the "uest at the time of bill settlement. $n su%h %ases< the person who has authorised the %redit has to "ive a letter to the %redit mana"er< thus offerin" the %redit fa%ility. )he offi%e has to "uide the "uest to perfe%tion. )hey %annot afford to supply wron" information the "uests in the terms of sie of the hall< seatin" %apa%ity< the #uality of food. )hey should also be able to plan menus & edu%ate the "uest in %ase they have problem in %hoosin" the menu. 5ue to the slow follow up of the ban#uet offi%e< a parti%ular fun%tion "ets %onfirmed very late.. 5ue to shorta"e of time< the kit%hen & the operations mi"ht not be in •
•
•
•
•
•
•
5ue to the sla%kness of the offi%e< the offi%e for"ets to pass the fun%tion prospe%tus to the kit%hen. )hou"h it is in the fun%tion list< the F is ready in the offi%e< but not sent in time for the %hef to prepare food. )he mana"er for"ets to take a menu briefin" in the mornin" for the neIt dayGs fun%tions and the ban#uet offi%e has missed out the few points in the fun%tion prospe%tus to be %leared with the "uest whi%h %an lead to disaster in the fun%tion. )he staffs %ome in late as the result when the "uests walk in the hall is not ready as per the spe%ifi%ations of the "uests. )he frillin" of the tables is just bein" done and there is no proper supervisor mannin" the hall. )he "uest always wants the supervisor in the hall to handle the fun%tion. )he banners are not pressed and are not put up as spe%ifiedM the water is still not poured et%. )he hall is lo%ked. )his %an be very irritatin" for the "uest as this show that the hotel is no where prepared for the fun%tion. )he board in the lobby does not have the name of the fun%tion. )he operations have for"otten to put the name. )he name of the %ompany is spelt wron"ly in the board whi%h %an be very irritatin" and %an put off the "uest. )he audio(visuals ads are not %he%ked properly by the mana"er( supervisor & when the "uest %omes in they donGt work as the #uality is bad are eItension 2!
F & B Notes
•
•
•
•
•
%ord is missin" for the e#uipment is not what the "uest has asked for. )his leads to a delay in startin" the %onferen%e. )he supervisor doesnGt meet the "uest on arrival due to some reasons. )herefore it does not %he%k the itinerary of the fun%tion< the tea time< lun%h time et%. suddenly the %onferen%e breaks off askin" for tea and there is an obvious delay as the servi%e staff and kit%hen staff is not ready for the servi%e. )his a"ain "oes on to irritate the "uest. 'hef %han"es the menu on his own without %onsultin" the mana"er or the ban#uet offi%e. )he food is not ready in time & #uality of food is not "ood. )he %hef needs to %he%k the #uality of food personally while the food is bein" pi%ked up. -very dish needs to be tasted for #uality and presented well. Besides the above fa%tors< in %ase the theme offered durin" the time of bookin" for whi%h the "uest pays the eItra amount is not as the spe%ified durin" the time of bookin". )he ban#uet operation should not know what has been promised to the "uest and the offi%e should have a fair idea about th e theme. $n lar"e hotels< it has been noti%ed that the ban#uet mana"er u sually handles the theme dinner bookin"s. *nother possible "oof whi%h %ould happen that the entertainers have been told a different time and the fun%tion started. !IST OF A!! POSSIB!E PROB!EMS T"AT WOU!+ OCCUR IN INTER, +EPARTMENTA! AFFAIR3
BEFORE T"E FUNCTION STARTS . KITC"EN4
* few in"redients are not available and the dish needs to be %han"ed. )he %hef has not re%eived the F. "OUSEKEEPIN4 • •
•
)he flowers donGt %ome in time.
•
)he hall is not %leaned and the toilets are opened in time.
MAINTENANCE4
)he audio( visuals are not workin" properly. )he hall is leakin" very badly due to the eI%essive rains in the %ity. )he air %onditionin" plant has blown off. )he power supply is not %omin" in the hall. )he eItension %ords are not in proper order are not enou"h in number. )he dimmers are not workin". FRONT OFFICE4 • • • • • •
2/
F & B Notes
)he front offi%e has not been informed about the %han"e of venue for the %onferen%e. *ll the "uests are diverted into another hall where another %onferen%e is s%heduled to start. )he "uest tells the front offi%e the %han"e in si"n board matter< whi%h is not %ommuni%ated to the ban#uet %aptain. )he "uest ask the bell boy to take the stationery up to the hall and takes it to some other hall. )he "uest had handed over the banner to front offi%e who has not handed it over to the ban#uets. +URIN T"E FUNCTION3 •
•
•
•
KITC"EN3 •
• • •
)he food is not ready in time. )he %han"e in time has not been %ommuni%ated to the %hef by the ban#uet staff. )he food runs short and a parti%ular dish has to be repla%ed with another. 5elay in pi%kin" up the food from the %ounter. )he "uest asks for an e""less %ake but the %hef has for"otten to pass on this information to the bakery staff.
"OUSEKEPPIN3
)he napkins for the fun%tion are not ready in time. )here is a "uyest who has vomited in the toilet. )he housekeepin" hasnGt sent anyone to %lean the same after "ettin" repeated reminders. )he toilets are not %leaned after every session of servi%e. MAINTENANCE3 • •
•
•
• • • •
)he temperature is too %old in the hall and there is no re"ulator to %ontrol the temperature. )he power supply suddenly "oes off. )he ele%tr%ion responsible for re%ordin" is suddenly missin". )he mikes make a %ooin" sound. +enovation sounds %omin" from outside the h all< thus disturbin" the fun%tion.
AFTER T"E FUNCTION3 KITC"EN3 •
Ban#uet offi%e has sent an amendment form for the redu%tion of the number of persons for the fun%tion. )he %hef hasnGt re%eived it. en%e the food has been prepared for the ori"inal amount. )hus leadin" to wasta"e and in%rease in food %ost.
20
F & B Notes
•
•
*fter the fun%tion< the "uest %omments that the food was not up to the mark. )he food has fallen short and one dish was %han"ed. )he food is not %leared in time and the waiters are eatin" food from the buffet.
"OUSEKEEPIN3 • •
• •
)he napkins are just thrown without makin" bundles of 1?. )he table %loth has been bundled with all the food parti%les and has been stained very badly. )he table%loth is burnt due to the solid fuel fallin" on it. )he frills are sent for wash as they were dirty but with pins in it.
MAINTENANCE3 •
• •
)he ban#uet staffs for"ets to inform the maintenan%e that the fun%tion is over and airE%onditionin" has to be swit%hed off. ,r it is informed< but the maintenan%e staff doesnGt swit%h off. )he mikes and visual aids are not %leared in time. ;aintenan%e staff eatin" the food remains after the fun%tion is over from the buffet. )he mana"er %at%hes them and raises the bill.
SECURIT53 •
•
•
,ne of the "uests is hi"h on li#uor and is misbehavin" in the lobby. $s taken into the %ustody of the e%urity ,ffi%er. )here is a theft in the hall and the "uest< brin" it to the noti%e of 5uty ;ana"er before leavin". taffs are %onsumin" li#uor after the fun%tion. )he "uest has "iven the li#uor but the staffs are not supposed to %onsume it in the hotel premises. P!ANNIN FOR A 678 COVER OUT+OOR +INNER3
•
•
•
•
lannin" for the fun%tion starts E! days in advan%e. )he outdoor site n eeds to be visited by the mana"er & the %aptain who will be handlin" the fun%tion. $n the site the mana"er and the %aptain dis%uss with the "uests where the food %ounters are "oin" to be put and how many numbers. )he %omplete itinerary of the fun%tion is written down after %onsultin" with the "uest. )he menu is dis%ussed a"ain in detail and any %han"es are in%orporated and informed to %hef throu"h and amendment form. )he "uest is asked important #uestions likeE the entran%e and eIit "ate so that the kit%hen and et% %an be planned out< the water points fro the kit%hen to be set up and the wash up to be setup. 2
F & B Notes
•
•
•
• •
•
)he seatin" is dis%ussed with the "uestM the position of bar %ounter 4if %o%ktails are there8 is dis%ussed. )he %omplete plan is finalised.
Now the otel plannin" starts. )he ;ana"er & the 'aptain de%ide eIa%tly on a paper where the bar< buffet %ounters are to be pla%ed. Chere the kit%hen is to be pla%ed< where the stewardin" area 4preferably near the water inlet8 is so that washin" is not a problem. $deally the 'aptain who a%%ompanies for the seein" the site takes %are of the fun%tion with his team of stewards. )he misEenEpla%e has to rea%h the outdoor site a day in advan%e. *ll orderin"s are done where ne%essary. $f li"hts are re#uired< if tables are re#uired< %hairs< %anopies for the buffet %ounter & the bar %ounter< musi% or"anied et%. *ll %ontra%tors are "iven the outdoor address & are told to report dire%tly at the site at a parti%ular time.
Che'-&$t 2/r the %/r- t/ *e d/ne /n the pre9&/u$ da)4 •
• •
•
•
•
•
'ro%kery list to be kept ready. Cashed< wiped & sta%ked in plasti% tub & ready to be pi%ked up. 'utlery to be wiped & sta%ked in tubs. 6lassware to be wiped & sta%ked in "lass ra%k with the list a%%ompanyin" it so that there is no %onfusion at the time of pi%kup. )he re#uired tables & %hairs if not ordered from the %ontra%tor to be kept ready & sta%ked in the van for transportation. )he F is %he%ked & stewardin" is informed to "et the ran"es< %ylinders for the kit%hen ready in %onsultation with the 'hef. )he flowers are ordered throu"h ousekeepin" for the neIt day pi%kup. )he linen is pi%ked up. )hat is dinner napkins< %o%ktail napkins< table%loth & frills.
A &$t &$ made 2/r the /ther equ&pment %h&'h are &mp/rtant4 • • • • •
aunf supari tray with tooth pi%ks stand. alvers & salver mats Cater ju"s 'hef %ards & stands Lime %ordial(su"ar syrup & lime sli%e in the list but to be pi%ked up the neIt day & bar misEenEpla%e. 2
F & B Notes
A &$t &$ made 2/r the /ther equ&pment %h&'h are &mp/rtant4 • • • • • • •
na%k platters 'o%ktail sti%ks for sna%k servi%e aper napkins Buffet ladles & under liners >e"etarian & nonEve"etarian boards 7atories if re#uired i%kle tray
A &$t &$ made 2/r the /ther equ&pment %h&'h are &mp/rtant4 • • • • • • • •
•
•
•
•
'ruet set alad elevations Board pins for frillin" Cine opener & bottle opener )in opener alt pepper for the %o%ktails 'anned jui%es Ban#uet 'helan %opy with %arbon.
*ll the above misEenEpla%e is kept ready< the items whi%h %annot be pi%ked up this day %an be pi%ked up the neIt day. )his means that the outdoor %he%klist needs to be kept handy till the outdoor is not over. )he items are loaded & the van leaves for the setup alon" with the 'aptain & the staff desi"nated by the ;ana"er to handle the fun%tion. ,n rea%hin" the site< the 'aptain meets the "uest & starts to set up the physi%als or whatever work %an be done on that day. 'omes ba%k to the hotel to brief the ;ana"er. $n an outdoor the plannin" is very important part. -very staff should be %lear what his job is & the "oal of the entire team has to be the same.
On the da) /2 the /utd//r3 •
•
)he %he%klist is a"ain %he%ked & the items whi%h were missed out are pi%ked up & the staff leave for the site. )he setup starts in the site. -very a%tion whi%h is done should have a deadline for the 'aptain set by him. e should allo%ate four boys for the buffet set up. )wo boys for the bar set up< two boys for the %hairs< sna%k %ounter & the ba%k area set up. )his %overs the entire set up. )he ;ana"er %omes on%e durin" the day to %he%k on the site & the pro"ress in the work. e %omes to meet the "uest so that the "uests 3?
F & B Notes
•
•
•
•
•
•
•
•
•
• •
•
•
"et a sense of satisfa%tion to know that the ;ana"er himself is takin" %are of the fun%tion & nothin" %an "o wron". )he 'aptain %alls & tells the 'hef< the timin" for the food pi%k up. )he 'hef prepares the food & or"anies with the help of the stewardin" & the ;ana"er to brin" it down to the outdoor pi%kup area. )he servi%e staff waits for the food to arrive & as soon as it does arrive< help the produ%tion staff to set up the kit%hen. )he stewardin" sets up the washin" area & then a briefin" is taken by the ;ana"er & the 'aptain to tell everyone the flow of servi%e. *fter the briefin" the "uest is met by the ;ana"er & the 'hef just to tell them that the hotel is ready for servi%e. 5urin" the briefin"< the ;ana"er allo%ates the staff on bar %ounter< bar servi%e< buffet pi%k up et%. every staff is %lear on what jobs are to be performed by him & a%t a%%ordin"ly. )he "uests start %omin" in & the servi%e starts. )he li#uor flows< the sna%k start. pe%ial attention is "iven to the host & his important "uests. )he ;ana"er marks all of them with a waiter to see that they are happy. Chen the party is in full swin"< the ;ana"er %he%ks with the host re"ardin" the timin" of the dinner & a%%ordin"ly< 'hef is kept informed. 'hef starts the buffet pi%k up alon" with the ban#uet staff< on%e the buffet is readyM it is informed to the host. )he %ommuni%ation with the host is very important. From time to time< the ;ana"er must keep talkin" to the host to see if anythin" is re#uired & in %ase the party is "oin" in the wron" dire%tion. ,n%e the buffet is ready< the ;ana"er %he%ks the buffet & the servi%e starts. )he ;ana"er('aptain allo%ates boys for %learan%e & water & replenishment. ,n%e everythin" is over the bar eItras are %har"ed to the bill & the %hallan is raised whi%h the host si"ns & writes his feedba%k re"ardin" the #uality of Food & Bevera"e. *ll the "uests leaveM the host si"ns the bills & also leaves. Now the 'aptain & the ;ana"er takes a deep briefin" to tell the staff about the "uest %omments & to dis%uss how the operations %an be improved. )he staff is allo%ated duties a"ain for %learan%e & the %learan%e pro%edure starts. )hree boys are put on bar %learan%e< three on food & the rest help 'hef to "et the food loaded in the van with their e#uipment. 'hef leaves with the left over food & the van is returned ba%k for the rest of the %learan%e. *ll the rest of the servi%e e#uipments are loaded in the van & the 'aptain "oes in for the final %he%k of the pla%e to see if anythin" has been left out. )he stewardin" finishes off the washin" & the %ro%keryM 31
F & B Notes
•
%utlery is sta%ked ba%k in tubs. )he %ontra%tors %lear off their stuff in the ni"ht itself. ,n return from the site< the 'aptain makes the 'helan into the bill & submits to the ni"ht auditor. Crites the feedba%k in the re"ister for the Food & Bevera"e ;ana"er to see in the mornin". POSSIB!E +IFFERENT COMP!AINTS W"IC" CAN ARISE FROM FOO+ PRO+UCTION : SERVICE
•
•
•
•
• • • •
•
•
• •
•
•
•
•
)he staff is not very helpful or %ordial. )hey do not have a helpin" attitude. )hey are not "uest oriented. )he body lan"ua"e of the staff is ne"ative. )hey are not open to su""estions or ideas. )he staff doesnGt maintain a sense of hy"iene while servin". )hey have bla%k nails< body odour< ill fitted & unpressed uniforms< wear too mu%h of jewelry< wear too stron" perfumes et%. )he sense of understandin" the "uest is la%kin". )hey do not anti%ipate "uest needs< everythin" has to be asked for. No %are for the "uest. Listen & donGt rea%t at all. ,r take too mu%h of time to rea%t. 5onGt listen attentively< but just rea%t & do the wron" thin". Never in the hall when re#uired to help out the "uest either in re arran"in" or or"aniin" a re#uirement. 5elay in replenishment of food & in tea(%offee servi%e< water et% & the food served was not hot. 5elay in doin" any kind of errands for the "uest< whi%h su""ests that the %ommitment towards the "uest is la%kin". 'han"in" the venue of the fun%tion without informin" the "uest. 'ommuni%ation "ap between the offi%e & the operations for transportin" the details of the fun%tion. *ll details not written properly & lots missed out. Bad e#uipment & bad food #uality not liked by "uests. tained table%loth< torn napkins< wobbly tables< stained %hairs< poor hall d%or & maintenan%e et%. )oo mu%h of noise from outside the hall. )he staff lau"hin" & jokin" with ea%h other & their voi%es %arryin" inside the hall %an %ause a lot of disturban%e to the %onferen%e. )he 'hef has not tasted or was not there when the pi%kup of the food was done for the fun%tion & hen%e the #uality of food s not up to the mark. )he %hef has %han"ed a parti%ular dish at his own dis%retion without %onsultin" with either the ban#uet offi%e or the mana"er if it %an be 32
