Event Management SOP

STANDARD OPERATING PROCEDURES

S T A N D A R D

O P E R A T I NG

P R O C E D U R E S

CONTENTS E V EN EN T M A N A G E M E N T #1 OPEN #2 Banquet Event Orders (BEOs) #3 Daily BEO Meeting #4 Catering Gratuity and Service charge #5 Written Communications with Customers #6 Maximizing Space #7 OPEN #8 OPEN #9 OPEN #10 OPEN #11 Sales and Service Intensity Meeting #12 Catering Taste Panels for External Customers #13 OPEN #14 Weekly and Daily Events Sheets #15 Pre-Convention and Post-Convention Meetings #16 Box Lunch #17 Banquet Checks #18 Banquet Guarantees and Set Numbers #19 Acceptance of a Guest Package #20 Continental Breakfast and Coffee Breaks #21 Red Coat Program #22 Leftover Banquet Food #23 Banquet Control Policies and Procedures

Event Ev ent M a nage na ge ment #2 #2


B A N Q U E T

E V E N T

O R D E R S

M I N I M U M S TA TA N D A R D S .

BEOs are prepared at least 14 days prior to the event if all information is available

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BEOs are distributed no more than 30 days before the event

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BEOs are distributed to the operational departments prior to the distribution of Weekly Schedule of Events. BEOs that are distributed distributed after the Weekly Schedule of Events is distributed are considered "Pop-Ups"

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BEOs are formatted with the following information:

O B J EC T I V E To provide standards for communicating customer objectives and event requirements effectively and expeditiously to the operational departments and customers. The BEO serves as a written agreement of the services the hotel will provide to the customer.

Header, including the hotel name, address, phone number and fax number Customer information, including but not limited to: name of customer, name of group, name of on-site contact and posting information (optional: customer address, phone and fax numbers and billing address) Booking manager and event manager names Event time, type of event, event location, expected number of guests, guarantee and set for number of guests Food and Beverage information, arranged according to event times Event function room set-up information Audio visual equipment equipment and set-up information Method of payment Other miscellaneous information Service charge and tax information Customer's signature line Guarantee of attendance clause Key Objectives (where appropriate)



B A N Q U E T O R D E R S

E V E N T -

C o n t .

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BEOs are approved by the Director of Event Management or a designated event/catering event/catering manager prior to distribution to the operational departments

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Final BEOs are signed by the customer and placed in the customer's file

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All signed BEOs are kept on file for seven years or according to local and/or state statue of limitations if that exceeds seven years

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Non-automated Non-automated hotels, develop an LSOP on distribution procedures

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Non-automated hotels use a master "31 Day" BEO file to file BEOs. This file will be used for consulting on menu consolidations and to make changes

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BEOs are updated as changes occur and communicated communicated as needed

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Hotels have an LSOP on how to manage the following: "Pop-Up" BEOs (events booked after the distribution of the Weekly Events Schedule) Revised BEOs Cancelled events after the BEO has been distributed to operational departments



D A IL Y

B E O

M E ET IN G


BEO meetings are scheduled at the same time every week day

. Attendance

of Catering/Event Catering/Event Manager, Manager, Banquet Manager/Maitre d’, Food Production, Catering/Event Service Management and A/V Manager is required

O B J EC T I V E To educate Event/Catering associates about the specific business scheduled over the next two days.

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Review: Group name/meeting planner requirements Customer’s objective Time of the event Room assignment Guarantee/set Changes Menu Information

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On busy weekends, meeting is held as needed

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Operational issues and equipment requirements are reviewed

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Previous day and current challenges are reviewed



C A T E R I N G

G R A T U I T Y

S E R V I C E

A N D

C H A R G E

M I N I M U M S TA TA N D A R D S

O B J EC T I V E To provide standards on the communication, communication, distribution, and administration administration of gratuities and service charges.

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Service charges that are not distributed to event associates (those associates paid on a flat hourly basis) are recorded as Event Management revenue

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Hotels on a gratuity system distribute the approved gratuity percentage to the applicable catering associate in accordance with accounting procedures. If the hotel retains retains a percentage percentage of the gratuity, the remaining amount is credited to wages

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Hotels obtain written approval from the Regional Vice President of Operations Operations to use the gratuity system

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Hotels obtain Regional Vice President of Operations approval on the LSOP regarding distribution method, positions eligible, and the percentage of gratuity to be paid out to the catering hourly associate

.

Customers who would like to offer an additional gratuity in cash or through a master account follow these procedures: A written list of associates, by name, is assembled and the amount of the distribution to each noted The meeting planner's signature is obtained on the banquet check or miscellaneous charge slip indicating the amount that will be posted to the group's master account If cash is received, it must be deposited to offset the payout The Director of Finance signs Distribution of the gratuity is made through MARPAY or local payroll system All records concerning concerning the transaction are saved in the customer file



G R A T U I T Y

A N D

C H A R G E

-

S E R V I C E C o n t .

NOTE: Should a customer offer a gratuity or gift to an Executive Committee Member or Director of Catering/Event Catering/Event Management, such associate must follow the procedure outlined in “Corporate policy No.1 - Ethical Conduct - Avoiding the improper giving or receiving of gifts” which requires, among other things, disclosure to and consent by such associate’s supervisor and disclosure in the associate’s annual CP-1 Questionnaire Questionnaire .

Hotels conduct periodic audit on procedures to ensure compliance compliance with this SOP SOP and all supporting supporting LSOPs

.

Canvassing, requesting requesting and/or soliciting gratuities of service fees by Marriott International managers, associates or subcontractors acting on Marriott International's International's behalf is strictly prohibited

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Local and State laws governing gratuity and service charge terminologies supersede any Marriott policy. Please check your local resources for compliance with government regulations

Definitions: Service Charge Applies a percentage service charge to the Guest Account; recorded as revenue; service staff is paid a flat hourly rate for time worked and does not share in the service charge. Under Service Charge system hotels, managers will not receive a portion of the service charge Gratuity System Applies a percentage gratuity gratuity to the Guest account; these dollars are distributed to the Catering applicable associates; sometimes with a portion retained as an offset (credit) to wages See also: Local Laws, Tax Laws and other Government Regulations LSOP Human Resources Guidelines



W R I T T E N

C O M M U N I C A T I O N S

P R I N T E D

&

M A T E R I A L S


Proposal letters are written based on OBF principles (Objectives-Benefits-Features)

. All

O B J EC T I V E To provide standards for customized communication to the customer from inquiry to closure that projects a positive image of quality, service and value to the guest.

correspondence correspondence is personalized

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Proposals are generated within 24 hours of customer contact or followed up in the interim with a short personal note

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BEOs are 8.5" x 11" in size for the customer

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Confirmation letters and BEOs are sent for customer signature; the returned copy is retained on file; customer files are kept for seven years or according to the statute of limitations

. A

stamped, addressed envelope is included included with all correspondence correspondence requiring a customer signature and/or return receipt

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Menus are printed on custom paper and updated a minimum of once a year

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Each menu page lists the hotel's name, address, phone number and fax number

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Menus sent through the mail are presented in a menu jacket or hotel brochure

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Each menu page lists the service charge percentage and applicable tax percentage at the bottom

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Date codes are printed on each menu page on the lower right hand corner

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Menus comply with truth in menu guidelines

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Menus are checked for grammar and spelling before sending to a customer

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Handwritten additions are not acceptable on any menu or proposal

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The use of Marriott International name and/or symbols complies with corporate SOPs

See also: Marriott International Trademark SOP.



M A X I M I Z I N G

S P A C E


Hotels have an LSOP that addresses the following business requirements: Time frame to hold tentative bookings

O B J EC T I V E To provide standards for the recording of booked events and potential business opportunities to maximize sales, profitability profitability and guest satisfaction.

Method of differentiating, passive and aggressive holds on space based on customer's interest level .

Hotels audits the diary each period to: Ensure compliance with tentative hold timeframes Identify free sell opportunities Resolve potential space conflicts Ensure effective yield management of function space to maximize revenue Immediately release space upon cancellation of an event

.

For non-automated hotels the diary includes all of the following information: Authorized manager manager responsible for the booking Decision date on tentative holds Event time, type and set-up Customers phone number Indication if the event can be moved Estimated revenue the event will generate Designate whether the business is local or group related

Event Ev ent M a nage na ge ment # 11


D A I L Y

S A L E S

I N T E N S I T Y

A N D

S E R V I C E

" S T A N D

U P"


O B J EC T I V E To provide the opportunity for the Catering Sales, Event Management and Event Operations team to begin each day focused on maximizing revenue and providing outstanding customer service.

Department Head or designated manager conducts a stand up meeting with their staff at the start of each day/shift

. All

department staff present attend the meeting

.

Banquet and Catering Service representatives attend the Event Management / Catering Sales daily meeting and communicate the information gathered to their own departments

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Meeting takes no longer than 15 minutes

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Meeting may be incorporated into the "daily loyalty (basics) meeting"

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Daily appointments, VIPs, challenges, successes are reviewed

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Daily hotel meetings and who should attend are reviewed

See also: Daily Event Sheet Loyalty Training



T A S TE

P A N E L S

F O R

E X T E R N A L

C U S T O M E R S


Event manager coordinates and conducts the taste panel

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Event manager discusses and establishes the menu with the customer prior to the taste panel

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Taste panels are held in a banquet room

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Food is prepared by the banquet food production staff and served by a senior member of the event service staff

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Hotel prepares one show plate of each item presented. Each guest receives an individual tasting of each item

O B J EC T I V E To provide guidelines for the execution of a catering taste panel to enable the customer to experience a representation representation of the food, beverage and service they will receive at the proposed event. *This may not always be appropriate in international properties

. At

a minimum, the manager responsible responsible for the event must attend, as well as a senior member of the culinary staff and service teams

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Property to develop develop an LSOP LSOP on the number of guests that may attend a taste panel along with the meeting planner

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The food presentations are photographed for reference to ensure what was served at the taste panel is duplicated on the day of the event

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The customer is provided with a set of photographs

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The customer is not charged for the taste panel

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Every taste panel includes one upgraded item from each of the menu selections

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Catering/Event manager presents miscellaneous upsell options to customer (i.e., specialty linen, centerpieces, audio visual enhancements, décor options, etc.)

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Wine service is offered at each taste panel (as appropriate*) appropriate*) for upsell opportunities



W E E K L Y

A N D

D A I L Y

E V E N T

S H E E T S


Weekly Events Sheet includes: Group name Day, Date

O B J EC T I V E

Number of people Sales Manager, Event Manager, Catering Manager names

To provide a method for communicating daily and weekly events to hotel staff.

Type of function Room assignment BEO numbers Event time .

Weekly Event Sheet is prepared and distributed by 10am Wednesday each week

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Weekly Event Sheet covers ten days of events beginning the following Saturday

. All

managers verify verify that all information included included in the weekly is accurate

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Daily Event Sheet Includes: Group name Day Date Booking contact name, on site contact name Event Time Detailed Agenda Function type Guarantee/Set Room assignment



P R E

C O N V E N T I O N

M E E T I N G


The pre-con/event meeting is used in the following situations for both Network and Core hotels: All groups of 75 plus rooms (peak night)

O B J EC T I V E To provide the Meeting Planner with the opportunity to meet with selected members of the hotel staff in the format of their choice, to review/reconfirm their program and make changes prior to the event.

High impact, national or hotel focus accounts, special groups All groups will be offered these services services during the Sales and Pre-Event Stages .

The Meeting Planner is offered a PreConvention/Event Convention/Event Meeting during the sales stage and the response is noted in the file turnover information

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Customers define the format of the Pre-Convention Pre-Convention Meeting/Event Meeting (formal or invitation only) and whom they would like to attend

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The Convention Services Manager or Banquet Manager (pre-determined) reviews daily details with the Meeting Planner prior to the beginning of the meeting (all meeting sizes) if the customer declines to have a Pre-Convention/Event Pre-Convention/Event Meeting

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Formal Pre-Convention/Event Meetings have name plates with the department name so associated staff can be easily identified by the Meeting Planner

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If the Meeting Planner declines the meeting, the Redcoat reviews daily details with the Meeting Planner prior to the beginning of the meeting

. All

Pre-Convention/Event Pre-Convention/Event meetings meetings have refreshment service

See also: Meeting Services Core Deliverable Policy and Procedure Manual



P O S T

C O N V E N T I O N / E V E N T M E E T N G


Groups of 75 rooms or more (peak night) are offered a Post-Convention/Event meeting

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The Post-Convention/Event Post-Convention/Event Meeting are offered to the customer during the Sales Phase

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Event Manager/Convention Manager develops the Post-Convention/Event Post-Convention/Event meeting format with the customer

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Formal Post-Convention/Event Post-Convention/Event Meetings are noted on the resume schedule of events

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Informal Post-Conventions/Event Meetings are listed as "do not post"

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The Meeting Planner is given the choice of when and with whom they want to meet, and whether a formal meeting is required

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Formal Meeting Attendee:

O B J EC T I V E To show appreciation for the Meeting Planner's business and provide them the opportunity to provide objective feedback about Marriott's meeting delivery performance.

General Manager Event Manager (if requested by the Meeting Planner) Sales Manager, if applicable .

The Meeting Planner comments are captured and shared with the appropriate staff following the meeting

See also: Meeting Services Core Deliverables Policy and Procedure Manual



B O X

L U N C H

M I N I M U M S TA TA N D A R D S MENU

O B J EC T I V E To provide standards of service and presentation for boxed lunches to ensure that the meeting customer receives a quality, consistently delivered value-driven product.

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Menus feature a minimum of three box lunch selections and one vegetarian alternative

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When whole fruit is included in the menu, only fresh, seasonal fruits are used that do not require the customer to peel the skin (i.e, bananas, oranges, etc.)

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Only high quality, fresh bread is used for sandwiches

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Food is assembled the day of the event and not refrigerated for more than two and a half hours prior to serving

CONTAINER .

The box container is easy to display and stack. Barn boxes are not permitted

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Paper napkins are a minimum of 2-ply and 17" x 17" in size

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Plastic utensils are wrapped and sealed

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Plastic fork, spoon, knife, salt and pepper are included with each meal

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Sandwiches are packaged in a leak-proof, clear plastic container

. A

liner is provided with each box lunch

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If using the corporate white lunch box, the approved band closure is required

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Boxes are labeled to indicate the contents

Event Ev ent M a nage na ge ment #17


B A N Q U E T

C H E C K S


Group name, contact name Day, date PMS account account number number Group/local designation/in house Initials of Event Manager handling the account Initials of the associate preparing the check

O B J EC T I V E To provide internal and external customers with timely, accurate summary of banquet charges incurred for goods and services provided.

The following information is included on the check

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The check is signed by the customer, indicating receipt of goods and services

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Checks are typed and presented in check presenters

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Copies of check are distributed according to LSOP



B A N Q U E T A N D

G U A R A N T E E S

S E T

N U M B E R S

M I N I M U M S TA TA N D A R D S . All

catered events require a guarantee guarantee of attendance a minimum of 72-48 business hours prior to the start of the event. Generally, if a guarantee is not given 72-48 hours prior to the event, then the expected count will become the guarantee. Once a guarantee is provided, it may be increased, increased, but not lowered. If the customer customer does not provide a guarantee or lowers it, the hotel must use good business discretion to ensure customer satisfaction

O B J EC T I V E To set, order, order, prepare, prep are, staff, and charge for a minimum number of guests at a banquet event.

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The guarantee is the number of guests the customer will be charged

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Generally, the set number will be 3% over the guarantee of attendance, but not more than 5%. The hotel must be flexible on the set number based upon the competitive market set and type of function

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Culinary produces the appropriate number of meals based on the set count and not the guarantee

See also: NGS Manual



A C C E P T A N C E

O F

G U E S T

P A C K A G E S


One central area is designated for receipt of all packages, boxes and meeting materials

.

BEOs and/or SOEs (Schedule of Events) require all known shipping and receiving information

O B J EC T I V E

. A

To ensure that all packages sent by the customer are properly handled and arrive at the designated meeting room prior to the start of the meeting. To ensure all shipments of boxes are properly sent.

receiving log is maintained indicating indicating who received/sent received/sent boxes, method of delivery/shipment, day of delivery/shipment delivery/shipment and place of storage

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The catering/event/convention services department is advised immediately upon receipt of the boxes

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One source at the hotel is designated to ship packages for the customer upon request

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The customer is informed that boxes shipped to the hotel must clearly indicate the following information: "Hold For [Customer’s Name]” Company name Event date(s) Hotel manager assigned to the event Event name

See also: LSOP



C O N T I N E N T A L A N D

B R E A K F A S T

C O F F E E

B R E A K S

M I N I M U M S TA TA N D A R D S FOR CONTINENTAL BREAKFAST .

O B J EC T I V E

Catering menus include one basic continental breakfast with the following requirements: Juice: 3 varieties with one being fresh squeezed orange juice

To provide standards of service and presentation with the objective of offering the meeting customer a quality, consistently delivered, value-driven product.

Breakfast Breads: 4 varieties with one sweet selection, one savory selection, two muffin selections and one regional favorite Fresh fruits: whole or sliced Appropriate condiments condiments Beverages: coffee and tea service, soft drinks and bottled water

FOR MID-MORNING BREAKS .

Catering menus include one basic mid-morning break with the following requirements: Beverages: coffee, tea, soft drinks, iced tea and bottled water Food item: one sweet selection or one savory selection Appropriate condiments

FOR A AFTERNOON BREAKS .

Catering menus include one basic afternoon break with the following requirements: Beverages: coffee, tea, soft drinks, iced tea and bottled water Food items: one sweet selection and one savory selection



R E D C O A T

P R O G R A M

M I N I M U M S TA TA N D A R D S . All

meeting area Event Service Service Managers/Supervisors/AV Personnel are designated as "Redcoats" and wear a red coat for easy identification

O B J EC T I V E To provide an exclusive, high profile customer satisfaction program that addresses customers' immediate needs, anticipates potential problems, and provides pro-active solutions.

. All

Redcoat associates are connected to the appropriate department via radio and/or cell phone

.

Customers should be given the option of a simple phone number to call to be in contact with the Redcoat or a cell phone or 2-way radio

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Develop a Redcoat Meeting Planner Checklist

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Create a Meeting Planner Survival Kit (LSOP)

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The Redcoat or Sales person should explain the role of the Redcoat and method to communicate needs

See also: MHRS Brand Integrity Manual Meeting Services Core Deliverables Manual



L E F T O V E R

B A N Q U E T

F O O D


Customers may not remove perishable food from the hotel property under any circumstances.There is a risk that the food could be transported, handled, stored or reheated in a manner that could allow food to become contaminated contaminated by foodborne pathogens

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Certain types of packaged foods may be permitted to be given to the customer, as long as the package food is not perishable

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If a customer asks to take home leftover foods, the hotel explains why it is not in the customer's best interest to do so

.

The hotel should explore the option of donating appropriate food items to Second Harvest, or donating a cash equivalent in the customer's name. This should be communicated to the customer

O B J EC T I V E To ensure the proper handling of leftover food when requested by a customer to take the food out of the hotel.

See also: Corporate Public Relations



B A N Q U E T

B E V E R A G E

P O L I C I E S

A N D

C O N T R O L

P R O C E D U R E S


O B J EC T I V E To ensure that alcoholic beverage movement throughout the banquet operation is accurately recorded and followed in compliance with all local and state laws.

Each bar requires a requisition sheet, filled out by the banquet captain or maitre d' and given to the designated bartender

. All

requisitions are signed by the bartender and the person issuing the product

. All

requisitions requisitions for spirits are transacted transacted on a full for empty basis

. All

cash bars have an approved cash register register for self-cashiering or a cashier and ticket system must be used

.

Bartenders make blind drops prior to the bank/deposit reconciliation reconciliation

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Cash bars have signage indicating the price of beverages being served

. All

bars complete a Beverage Beverage Potential Worksheet Worksheet

. All

bars serve Gold Standard Standard approved brands

. All

full service bars stock, at a minimum, premium premium well liquors, beer, wine, soft drinks and bar mixers

.

If banquets maintain a separate beverage storeroom, a perpetual log is maintained by a designated associate

. All

liquor and wine is identified with a colored period sticker before being issued

.

Period stickers are secured under lock and key. Only authorized associates have access

. All

tickets, for cash sales, are secured secured under lock and key. Only authorized associates have access

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Partial bottles of liquor are not "married"



B A N Q U E T P O L I C I E S

B E V E R A G E

A N D

C O N T R O L

P R O C E D U R E S

-

C o n t .

IMPORTANT NOTE: Marriott International beverage policies are based on prevalent local and state liquor laws, as well as cost control factors. Generally, state and local liquor laws will take precedence over Marriott Policy, unless Marriott Policy ensures greater accountability. See also: Gold Standard Guide

Event Management SOP

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