LIVE FoodBeverage

LIVE FOOD & BEVERAGE
LIVE
Leaders Immersed in Valuable Experiences
Food & Beverage
Confidential and Proprietary Information of The Ritz-Carlton Hotel Company, L.L.C.Copyright 2007

LIVE INTRODUCTION - GUIDELINES Program: Leaders Immersed in Valuable Experiences (LIVE) Program Description: LIVE is a self-paced, individual development program designed to provide you with the knowledge and skills to perform the Ritz-Carlton leadership role and provide exceptional service. LIVE program will prepare you to inspire passionate advocacy of our brand to our external and internal Ladies and Gentlemen. The philosophy of the program is that you are responsible for your own development. This program places primary responsibility for learning on you, instead of a trainer or another leader. Duration and Structure: The duration of LIVE program is 18 months. You will rotate within the (insert division of choice) for the full duration of the program completing 3 six-month rotations within that division. You will also receive a formalized orientation to the other key divisions of the hotel, by completing one week in each of those divisions during the first 12 months of the program. The rotation plan will be customized to meet you interests and the hotel's needs and will include rotations in all the key departments in the division. Roles and Responsibilities: The responsibilities of each role are provided below: * General Manager: Overall responsibility for ensuring your program is executed according to the plan and is effectively developing you for the future. * Director of Human Resources and Division Head: Create the rotation schedule according to your profile and the hotels needs. * Director/Manager of Learning: Coordinate the program, assist you during the program and identify your mentor in partnership with the Director of Human Resources and Division Head. * Division Head: Oversee the execution of the program during rotations in the division. * Department Head: Guide you while in a particular rotation, set up goals, assign tasks, provide on going feedback, assess progress, provide training, etc. * Mentor: A mentor will be identified and assigned to you to guide/lead you through every step of the program. * Corporate Human Resources: Program oversight, coordination, training, conferences, connectivity, mentorship, tracking, intranet and placement. LIVE Website You are responsible to frequently visit the site to review updates, conference call schedule, new learning initiatives etc.

GUIDELINES Coach: The coach is directly responsible for your daily learning responsibilities. The role of the coach is to guide your learning activities and monitor your success. Your coach will provide guidance, answer your concerns, and help establish, review, and approve your learning schedule and plans. Key responsibilities include: * Orient you to the program. * Work with you to schedule your learning activities. * Regularly meet you to provide guidance. * Check and approve your learning activities/program. * Sign off on completed checklists and learning plans. * Handle any issues that arise. * Identify leaders for you to shadow as needed. * Follow-up and evaluate your performance. Leadership/ Management learning workshops: * Core training: As per core Learning Matrix. * Within 12 months: Green book level 1; Target (train the trainer) and Leadership Certification; complete the J&W Management Series, Harvard Management Mentor (HMM) relevant modules. * 12-18 months: Attend other programs based on learning needs. Learning Projects You will be involved in special projects in addition to rotation assignment duties as a way of developing your skills, gaining exposure to quality processes, and getting exposure to senior leadership. You should complete at least two special projects during the duration of your program. Additionally, you will maintain an Activity/Learning Log with the different projects/initiatives undertaken such as Facilitating line up, participating in a Quality Improvement Teams, contributing in other initiatives (T3, R2, etc.) Feedback & Meetings * Corporate Team: Bi-monthly conference call (dates located on LIVE website). * Regional Team: RVPHR/Regional functional leader meetings during propertys visits. * General Manager: Quarterly informal meetings (breakfast, roundtable, etc). * Division Head: Quarterly formal feedback at the beginning and end of the 3 month rotation. * Department Head: Goal setting and on going discussions during the rotation, daily coach. * Director/Manager of Learning: Monthly learning updates. Performance Evaluation Together with you, the Division Head will review your goals including goals for the rotation at the beginning of the assignment and conducts review at its conclusion. The goals will be translated into the Leadership Performance Profile LPP and will be transferred to the Division Head that oversees your next assignment.

GUIDELINES The program includes a set of modules. Each module comprises the following sections: Title Modules descriptive name. Overview Modules summary and focus. Learning Objectives Statements describing the modules learning outcomes. Resources Support materials to be covered in order to complete the module. These resources might include handbooks, reports, hyperlinks to The Ritz-Carlton intranet site, people and systems. Estimated Time Estimated time to complete the module. Learning Plan Plan highlighting the daily/weekly learning activities. The learning plan will include timing, topic, completion status and signature. Content Substance and other resources offered in the module. Performance Check Demonstrating the knowledge and skills acquired during the module (certification checklists, quizzes, role plays, special projects etc). This is an evaluation of how effectively you achieved the learning objectives.

TABLE OF CONTENTS LIVE INTRODUCTION - GUIDELINES .................................................................................. 1
STEWARDING ........................................................................................................................... 6 9 Weeks RESTAURANTS....................................................................................................................... 10 13 Weeks IN ROOM DINING & HONOR BAR....................................................................................... 16 10 Weeks BANQUETING & CATERING ................................................................................................ 22 19 Weeks CULINARY............................................................................................................................... 28 10 Weeks BEVERAGE & LOUNGE......................................................................................................... 33 15 Weeks PURSHASING & COST OPERATIONS ................................................................................. 39 2 Weeks
STEWARDING
LIVE FOOD & BEVERAGE STEWARDING

OVERVIEW Stewarding is the most critical area of a smooth and effective Heart of the House Food and Beverage Operation. It touches all operations for Outlets, In Room Dining, Banquets and even Culinary. It is often a very challenging area to manage and can impact all areas of the operation. In this task, you will work with your hotels Executive Steward to learn how to effectively manage using the Stewarding Brand Standards, Local Health Codes, Ecolab Products and Services and Hazard Analysis Critical Control Points processes (HAACP).
LEARNING OBJECTIVES
After successful completion of this task, you will be proficient in:
1. Roles and responsibilities of the Stewarding Department. 2. Key terminology for Material Safety Data System (MSDS) and Ecolab. 3. Stewarding operation, upkeep and breakdown of all ware washing equipment to include dish machine, plating conveyors, hood systems, trash compactors and three sink cleaning systems. 4. China, Glass and Silver equipment and their proper maintenance at peak performance. 5. Inventory and maintenance lists. 6. Operation walkthroughs. 7. Cleaning Supplies Expenses. 8. Equipment Requisitions "Pull Sheet". 9. Job Classifications and Job Assignment.
RESOURCES Documents
LMS Reports MDMS
You will require the following resources to complete this task. People
Executive Steward Executive Chef
Systems
TimeSaver (ID) Safety Analysis HAACP

ESTIMATED TIME The estimated time to complete this module is 9 weeks (Note: This may be property specific in some instances)
STEWARDING LEARNING PLAN

Name: _______________________________________________ Start Date: ______________________ Trainer: _____________
TIMING
TOPIC
-Silver Room set-up equipment familiarization -Storage procedures and preventive maintenance -Burnishing unit, start up breakdown and operation -Hollowware and equipment storage -Polish area cleanliness, maintenance and repair -Safety/JHA review -Repair and replating process for worn silver pieces -Inventory and rotation of polished units to worn units -Overview of 3 compartments Sink Set-Up -Process for checking proper water balance -Proper Pot storage -Chemical usage and MDMS -Supports Culinary as needed to ensure a smooth operation -Dish machine equipment familiarization -Safety/JHA review -Review and understand the ware washing process -China, Glass and Sliver Breakdown Station Setup -Ecolab Chemical usage for operation fundamentals -Pitch to catch Machine Cleanliness, hourly wash check -Local health department codes and compliance -General cleanliness rules for daily maintenance, surgically clean standard -Polishing and distribution of China, Glass and Silver -Proper storage of all China, Glass and Silver and their safe storage containment -Supports Culinary as needed to ensure a smooth operation
COMPLETED
SIGNATURE
Week 1
Week 2
Week 3-5

TIMING TOPIC
-Banquet Event Orders -Process for Set-up and Breakdown of Banquet Dish area for events -Process to read, fill and deliver a Banquet C, G, and S Requisition -Buffet food delivery and retrieval -Collection, cleaning and restocking of all support equipment -Process for Set-up and breakdown of Banquet dish area for Events -Overview of departmental job responsibilities and departmental standards -Payroll editing, forecasting -Human Resources related duties (department meetings, employee appraisals, etc) -Recap of learning with Executive Steward -Review stewarding manual -Conduct line-up -Labor Management System scheduling and labor standard -Daily plotting sheet, weekly flow sheet station assignments for dish machine, silver polish, banquet support and outlets -Celebrate the completion of your Stewarding Module
COMPLETED
SIGNATURE
Week 6-9
CONTENT
Stewarding Manual
OPERATIONAL CERTIFICATION - Open Operational Certification (Standards Assessment Database) - Click Print a New Assessment Form - Select "Stewarding" from the Audit Area Drop Down Box - Print the Assessment Form PERFORMANCE
CHECK
Completion of Stewarding Operational Certification; Demonstrating knowledge to departments leader; Completing certification in local health codes and laws; Completing certification in chemicals usage, completing the start up and breakdown of all Stewarding ware-wash equipment; Exhibiting comprehension of MDMS systems and completing certification in basic kitchen safety awareness and emergency procedures.
RESTAURANTS
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LIVE FOOD & BEVERAGE RESTAURANTS

OVERVIEW Restaurants is certainly one of the Food and Beverage glory assignments; whether it is the acclaim of a Five Diamond Fine Dining operation or the fast pace of a three meal outlet. Restaurants are a key element of any successful Hotels Food and Beverage operation. In an urban center; being the power breakfast or lunch location for the city can be a very powerful sales tool. In the destination resort, the recognition of a three star chef in your dining room adds cache to your destination. In this task, you will work with your properties Restaurant Managers to learn how to effectively manage a restaurant using the styles of service, scheduling and safety to cater to the guests unexpressed and expressed wishes and needs. You will learn how to manage LMS (Labor Management System), Restaurant Brand Standards, Local health codes, State Alcohol Control Regulations and Laws of practice and Human Resources skills.
LEARNING OBJECTIVES
1. Roles and responsibilities of a Restaurant. 2. Key terminology for Micros, Opentable systems and Food and Beverage terminology. 3. Restaurant operation, reservation, seating, opening and closing sidework for all areas, order taking, suggestive sales, food running, table side wine service, guest check processing and closure, service delivery systems and skills, table setting and maintenance, and storage area maintenance. 4. Restaurants China, Glass and Silver equipment and their proper maintenance at peak performance. 5. All outlet menus and beverage offerings. 6. The Guests complaint resolution process. 7. Tableside Engagement. 8. Daily supply requisitions. 9. Job Classifications and Job Assignments.
Confidential and Proprietary Information of The Ritz-Carlton Hotel Company, L.L.C.Copyright 2007 11

RESOURCES Documents
CARE Training LMS Reports State Alcohol Laws Local Health Code MICROS Manual F&B Core Brand Standards
Restaurant Manager Restaurant Chef Executive Steward Sommelier Property IT Expert F&B D/M Learning
Systems
TimeSaver (ID) Restaurants Certification MICROS OpenTable C3 Tool
ESTIMATED TIME
The estimated time to complete this module is 13 weeks (Note: This may be property specific in some instances)
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LIVE FOOD & BEVERAGE RESTAURANTS RESTAURANTS LEARNING PLAN

TIMING
TOPIC
-Booking process and guidelines for all outlets and holiday offerings -Gift Certificate sales and credit card handling -Telecommunication equipment -Phone etiquette and establishing guest engagement -Opentable system -Reservation guidelines for daily, seasonal and holiday; Creating new Reservations sheets in and out of Opentable -Creating and sending reservations -Confirmations and direct callbacks E-mail and correspondence standards -Micros training -PDR capacities, set-up guidelines & location -Room diagram production (Room Viewer, if available) -Private Dining Room Functions -F&B minimum and attrition -Restaurant PDR menus and pricing structure -Customized proposals, food costs, estimates from culinary communicating to the floor operations team in a timely fashion, closing files -Thank you letters, closing checks, posting attrition, post cons -Administrative duties -LMS, payroll, scheduling, monthly payroll -Forecast -Preparation of shift assignments -Floor Etiquette and operations -Positions roles and responsibilities -China, Glass, Silver polishing, distribution and restocking -Process for proper table set up maintenance and clearing -Process for food running and Culinary assistance -Teamwork principles (action on the floor) -Station assignments and side-work -Cleanliness of public areas and BOH service areas, surgically clean
COMPLETED
SIGNATURE
Week 1-3
Week 4-6
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TIMING TOPIC
-Outlet service equipment familiarization Safety / JHA review -Review and understand the flow of service on the floor -Coffee making and clean up of machines -Understanding of all opening and closing sidework -Breakfast service, plated and buffet -Lunch service, plated and buffet -Dinner service, plated and buffet -Suggestive selling techniques -Order-taking and input into Micros, order fire pick up and closure of checks -Interdepartmental communication (Culinary & Stewarding) -Menu items and their production -Proper food delivery and timely quality insurance -Mastery of table-side guest engagement -Complete understanding of all equipment, machines and utensils -Proper handling, polishing and placement of china, glass and silver -Understanding of all HOH (Heart of House) storage areas and their maintenance to surgical cleanliness -Proper public area and dining area maintenance to surgical cleanliness standards -Review and comprehension of all elements of the main wine list and beverage menus -Beverage fulfillment, garnish and delivery -Basic Wine Knowledge for the major varietals in white and red wine -Basis beverage and cocktails terminology -Beverage knowledge test and signature cocktails test for the restaurants -Overview of job responsibilities and departmental standards -Review restaurant manuals -Conduct line-up -Labor Management System (LMS) -Scheduling and labor standards -Daily plotting sheet, weekly flow sheet station assignments for dining area and bussing support -Payroll editing, forecasting -Human Resources related duties (department meetings, employee appraisals, etc) -Client relationship and rapport building -Recap of learning with Director of Restaurants -Celebrate the completion of your Restaurant LIVE
COMPLETED
SIGNATURE
Week 7-10
Week 11
Week 12-13
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LIVE FOOD & BEVERAGE RESTAURANTS CONTENT

Specialty Restaurant Manual; 3 Meal Restaurant Manual
OPERATIONAL CERTIFICATION - Open Operational Certification (Standards Assessment Database) - Click Print a New Assessment Form - Select "Restaurants" from the Audit Area Drop Down Box - Print the Assessment Form - Click Print a New Assessment Form - Select "Reservations - Restaurants" from the Audit Area Drop Down Box - Print the Assessment Form
PERFORMANCE CHECK
Completing the Restaurant Operational Certification; Demonstrating knowledge to department leader; completing certification in local health codes and laws and in local State and Federal liqueur laws; Executing the opening and closing of the restaurant; and completing certification for all restaurants systems (MICROS, OpenTable, LMS and any accounting worksheets for gratuities).
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IN ROOM DINING & HONOR BAR
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LIVE FOOD & BEVERAGE IRD/HR OPERATIONS

OVERVIEW In Room Dining (IRD) / Honor Bar (HB) operations can be one of the most multifaceted operations you will encounter in a hotel. No other Food and Beverage element interacts with so many other departments in the hotel, from Guest Relations, Housekeeping, Front Desk, Culinary, and Engineering to all the outlets. You will need to learn about networking, teamwork and collaboration to be truly effective and successful. You will learn how to work in the sensitive privacy of the occupied guest room. You will learn the art of delivering a warm welcome via amenity delivery and hosting VIP Hospitality Suites for guests in their rooms. You will be able to set up, stock and maintain a standard Ritz-Carlton Honor Bar system.
LEARNING
OBJECTIVES 1. Various roles and responsibilities of the IRD/HB Department. 2. Key terminology for Micros, Back of House (BOH)/PMS system and Food and Beverage terminology. 3. The operation, upkeep and breakdown of all IRD equipment, including hot-boxes, folding tables, toasters, coffee machines, linen, wine service, Honor Bar systems, Honor Bar unit maintenance, elevator etiquette, inventory systems and product tracking systems. 4. IRD China, Glass and Silver equipment and their proper maintenance at peak performance. 5. Inventories for Honor Bar and the process for restocking par levels on a daily basis. 6. Hallway Walk-downs.
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RESOURCES Documents
Operational Certification LMS Reports State Alcohol Laws Local Health Code MICROS Manual F&B Core Brand Standards Operational Certification
IRD Manager IRD Chef Executive Steward Front Desk Manager Property IT Expert F&B Housekeeping Manager
Systems
Time-Saver (ID) IRD / Honor Bar MICROS PMS local Fidelio/Opera DometicUSA
ESTIMATED TIME
The estimated time to complete this module is 10 weeks (Note: This may be property specific in some instances
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LIVE FOOD & BEVERAGE IRD/HR OPERATIONS IRD / HB LEARNING PLAN

TIMING
TOPIC
-TSA functions procedures -Proper telephone etiquette -Use of guest name -Smile tone of voice -Transfers/Holds and special requests -Interaction with the kitchen -Special guests requests -Specials for the day -Opening/Closing shifts -Server tip sheets and table retrieval sheets -MICROS shift change -Service rotation and call order -Taking the order process -Using the guests name during the order -Up selling Skills -Time quoting - Proper cover count -Repeating the order for accuracy -Special orders -Setting up the work area and assigning side work -Running the flow of the orders, distribution sheet -Call backs and tray retrieval calls; Do Not Disturb process -Sales of amenities from outside Guests -Proper cash handling and accounting SOPs -TSA side work and work area cleanliness -Service procedures -Reading the order -Proper tray/table setting -Continental orders set-up -System retrieving the food from p/u line -Completeness of order -Pre-entry procedures -Delivery procedures -Greeting/entering the room -Placement of the order -Setting the stage in the room -Guest engagement during delivery -Re-verification of order and retrieval -Check presentation / closure
COMPLETED
SIGNATURE
Week 1-2
Week 3-4
-Hospitality service -Set-up and delivery of Hospitality Suite -Serving a Hospitality Suite -Breakdown and inventory/billing -Multi-day maintenance and pass along procedure -Stock replacement/inventory pars -Amenity procedures -Reading the order -Preparing the orders -Delivery/placement of the order -Retrieval/billing of the order
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TIMING TOPIC
-General procedures -Mastery of menu items and their production, Outlet service equipment familiarization -Safety/JHA review -Flow of service in the department -Coffee making and clean up of machines -Opening and closing side-work -Complete understanding of all equipment, machines and utensils -Proper handling, polishing and placement of china, glass and silver -Understanding of all HOH storage areas and their maintenance to surgical cleanliness -Proper Guest Hallway maintenance to surgical cleanliness standards -Review and comprehension of all elements of the main wine list and beverage menus -Beverage fulfillment, garnish and delivery -Basic wine knowledge for the major varietals in white and red wine -Basis beverage and cocktails terminology -Beverage knowledge test and signature cocktails test for all Restaurants -Proper walkie-talkie, pager and Motorola etiquette while in the public areas -Lobby early morning coffee Set-up and miscellaneous lobby offerings -Honor Bar procedures -Setting up the menu -Learning the mechanical system -Running reports from system/PMS -Honor Bar inspection/refill -Guest engagement -Stocking the Bar -Cleaning the Bar -Organization and look of the Bar -Product compliance to luxury beverage program -Honor Bar carts -Inventory of the cart -Product rotation/expiration -Cleanliness of Honor Bar storage bar -Honor Bar administration -Billing guidelines -Running Daily Reports -Requisitioning stock -Guidelines for product placement
COMPLETED
SIGNATURE
Week 5-6
Week 7-8
20

TIMING TOPIC
-Overview of departmental job responsibilities and departmental standards -Review IRD/Honor Bar manual -Conduct line-up -Labor Management System -Scheduling and labor standards -Daily retrieval sheets, server side work -Payroll editing, forecasting -Human Resources related duties (department meetings, employee appraisals, etc) -Employee relationship and rapport building -Recap of learning with IRD Manager -Celebrate the completion of your IRD/Honor Bar LIVE
COMPLETED
SIGNATURE
Week 9-10
CONTENT
IRD/HB Manual
OPERATIONAL CERTIFICATION - Open Operational Certification (Standards Assessment Database) - Click Print a New Assessment Form - Select "In-Room Dining" from the Audit Area Drop Down Box - Print the Assessment Form - Close the Assessment Form - Click Print a New Assessment Form - Select "Honor Bar" from the Audit Area Drop Down Box - Print the Assessment Form PERFORMANCE
CHECK
Completing the IRD/Honor Bar Operational Certification; demonstrating knowledge to department leader; Completing certification in local health codes and laws and in local State and Federal Liqueur Laws; Executing an opening and closing shift of the IRD department; and completing certification for all IRD Systems (MICROS, Fidelio/Opera, LMS and any accounting worksheets for gratuities).
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BANQUETING & CATERING
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LIVE FOOD & BEVERAGE BANQUET & CATERING OPERATIONS

OVERVIEW Banquet and Catering operations are the most creative and profitable elements of any large luxury hotel. Banquet and Catering operations are a place where you are not simply measured one guest at a time; you may hold the financial fate of your hotels month in one groups approval. They are charged with creating the unimaginable and making each client event a unique experience. During this module, you will learn to serve, support and run a function or multiple functions simultaneously. You will learn to delegate and multitask one of the most challenging and engaging department in the hotel. You will learn the complicated elements of scheduling and balancing rotational schedules that create parity in the tip pool. Whether a wedding, conference set up or Gala Dinner, Banquets and Catering set-up will challenge you and teach you speed and organization. You will learn and practice LMS, Banquets and Catering Brand Standards, Local Health Codes, State Alcohol Control Regulations and Laws. You will expand your Human Resources skills such as coaching and counseling, personal action forms and wages.
LEARNING OBJECTIVES
After successful completion of this task, you will be proficient in: 1. Roles and responsibilities of the Banquet and Catering departments. 2. Key terminology for Micros, BOH/PMS system, Delphi, Set-up, Audio Visual and Food and Beverage terminology. 3. Banquet operation, upkeep and breakdown of all Banquet equipment including staging, folding tables and chairs, pipe and drape, coffee machines, linen, wine service, buffet set-up, theme and prop equipment, lighting, audio visual equipment set-up and breakdown, telecommunication systems, beverage bars and back bars, printer and all business center equipment. 4. Banquet China, Glass and Silver equipment and their proper maintenance at peak performance
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5. Inventories for banquet and the process for restocking par levels on a daily basis. 6. Group Load-ins, load-outs, Arrival & departure patterns, break-out patterns, conference planner needs, pre-con meetings, shipping and box retrieval, tradeshow issues. 7. Meeting planner office etiquette. 8. Job classifications and job assignment.
RESOURCES Documents
Banquet Manager Banquet Chef Executive Steward Banquet Captains Property IT Expert F&B
Systems
TimeSaver (ID) Banquets Certification MICROS Delphi
Banquets Manual LMS Reports State Alcohol Laws Local Health Code MICROS Manual F&B Core Brand Standards
ESTIMATED TIME
24
LIVE FOOD & BEVERAGE BANQUET & CATERING OPERATIONS BANQUET & CATERING LEARNING PLAN
TIMING
TOPIC
-Banquet operations (conference set-up) -Banquet set-up equipment familiarization -Sales visions for set-up delivery -Back of the house equipment storage -Public area cleanliness, maintenance and repair -Safety/JHA review -Event room capacities & location -Room diagram production (Room Viewer) -Setup types, measurement standards & meeting amenities -Room ready standards -Reception, buffet, rounds, cocktail, themed event set-up -Conference, classroom, hollow-square, theatre, and U-shape styles -Daily walk though -Review and understand BEOs, daily report, 10 days, 30 days -BEO meeting attendance -Participate in operation AM, PM & ON -Storage procedures and preventive maintenance -Administrative duties -LMS, payroll, scheduling, monthly payroll forecast -Preparation of shift assignments -Event technology (Audio Visual) -Introduction to audio equipment -Introduction to video equipment -Lighting, cable and event production -MVP certification overview
COMPLETED
SIGNATURE
Week 1-3
Week 4
-Meeting Planner office Set -Major production shows (if available during training period) -Administrative duties -Recap: LMS, payroll, scheduling, monthly payroll / revenue forecast -Preparation of shift assignments
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TIMING TOPIC
-Banquet operations (Service) -Banquet service equipment familiarization -Safety/JHA review -Review and understand the BEO -Coffee break and meeting operations -Breakfast service -Lunch service -Dinner service -Buffet theme design, set-up operation and breakdown fundamentals -Beverage operation -Review banquet beverage menus and pricing -Bar set up standards, hosted/cash bar -Requisition standards and procedure -Monthly inventory process -Captain duties and responsibilities (AM/PM) -Line up preparation -Staff assignments pre and post event -Interdepartmental communication (Culinary & Stewarding, etc) -Guests relations -Event execution -Closing duties -POS (Micros) training -Banquet operations (Management Functions) -Banquet menus -Organizational system/chart -Departmental job responsibilities and departmental standards - Banquet manual -Conduct line-up -Labor Management System -Scheduling and labor standards -Daily plotting sheet, weekly flow sheet station assignments for event and side work according to the BEO -Payroll editing, forecasting -Human Resources related duties (Department meetings, employee appraisals, etc) -Client relationship and rapport building -Recap of learning with the Banquet Manager -Meeting and Special Events -Departmental job responsibilities and departmental standards -E-mail and correspondence standard -Phone etiquette -Computer training (Delphi) -Offsite Catering sales unique Challenges -Customized proposals, food costs, estimates F&B minimum and attrition -Out sourcing and vendor procedure -Entertainment, Dcor, Power and Props
COMPLETED
SIGNATURE
Week 5-8
Week 9-12
Week 13-19
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TIMING TOPIC
-Market segmentation -Weddings -Social Groups -Local Corporate -Group Corporate -Entertainment and sports -Business Traveler -Short term (Pop Up) -Event proposal timeline/flow -Client relationship and rapport building -Site inspections, planning sessions, conference calls, pre cons -Banquet menus and pricing structure -Customized proposals, food costs, estimates F&B minimum and attrition -Out sourcing and vendor procedure -Entertainment, Dcor, Power and Props -Miscellaneous Items -BEO Generation -Distribution, Revisions, Pop Ups -Group resume generation -Closing Files -Thank you letters, closing checks, posting attrition, post cons -Recap of learning with Director of Meeting and Special Events -Celebrate the completion of your Banquets and Catering LIVE
COMPLETED
SIGNATURE
Week 13-19 (Cont.)
CONTENT
Banquets and Catering Manual
OPERATIONAL CERTIFICATION - Open Operational Certification (Standards Assessment Database) - Click Print a New Assessment Form - Select "Banquets" from the Audit Area Drop Down Box - Print the Assessment Form
PERFORMANCE CHECK
Completing Banquets Operational Certification; Demonstrating knowledge to department leader; Completing certification in local health codes and laws and in local State and Federal Liqueur Laws; Executing the opening and closing of the banquets and completing the certification for all Banquets systems (MICROS, Delphi, LMS and any accounting worksheets for gratuities).
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CULINARY
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LIVE FOOD & BEVERAGE CULINARY OPERATIONS

OVERVIEW Culinary is the life blood of any Heart of House (HOH) Food and Beverage Operation. Any leader considering a career in Food and Beverage and Hotels should pass through this vital area. In this module, you will work with your hotels Executive Chef to learn how to effectively use the Culinary Brand Standards, Local Health Codes, Gourmet products and services and HAACP processes. LEARNING OBJECTIVES 1. Roles and responsibilities of the Culinary division. 2. Key terminology of kitchens and culinary operations. 3. How to butcher a lamb or equal dissection 4. Kitchens Operation. 5. Kitchens hierarchy. 6. Knife handling procedures. 7. Safe food handling and local health codes. 8. Operation walkthroughs. 9. Basic cooking techniques 10. Product requisitions from Dry Storage and Purchasing 11. Job classifications and assignments. 12. Familiar with Hazard Analysis Control Process (HAACP). 13. Kitchen safety Job Safety Analysis (JSA). After successful completion of this task, you will be proficient in:
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RESOURCES Documents
Operational Certification LMS Reports MDMS Local Health Code
Executive Chef Executive Sous Chef Pastry Chef Garde Manger Restaurant Chef Banquet Chef Butcher
Systems
TimeSaver (ID) Safety Analysis HAACP
ESTIMATED TIME
30
LIVE FOOD & BEVERAGE CULINARY OPERATIONS CULINARY LEARNING PLAN

TIMING
TOPIC
-Buffet presentations -Equipment -Buffet food items -Various buffet presentations -Planning set up time and props education for buffets variety -Labeling of the food and food temperatures -Butcher shop -Roles and responsibilities of the Butcher Shop -Basic understanding of being able to identify and fabricate different types of meat and seafood varieties -Receiving and storing meat and seafood -Portion control. -Inventory control -Requisition list check and balance (for outlets) -Equipment/station maintenance (cleanliness sanitizing) -In-Room Dining "IRD" kitchen -Roles and responsibilities of In-Room Dining kitchen -Mise En Place -Food Quality -Food preparation and production areas -Cleanliness rules for daily maintenance, surgically clean standard -Expediting of food, daily menus, warmth of food and station cleanliness -Pastry kitchen -Various roles and responsibilities of the Pastry Kitchen -Production of pastries -Club food presentation -Buffet presentation -Plated desserts -Stations cleanliness -Grande Manger -Various roles and responsibilities of Grande Manger -Proficiency in contemporary culinary techniques and cooking methods in la carte as well as banquet service -Food safety -FIFO "First In First Out" -Mise En Place -Club food presentation/ tea service -Fridge cleanliness, proper temperature
COMPLETED
SIGNATURE
Week 1
Week 2
Week 3-5
Week 6-7
31

TIMING TOPIC
-Overview of departmental job responsibilities and departmental standards -Payroll editing, forecasting -Human Resources related duties (department meetings, employee appraisals, etc) -Recap of learning with Executive Chef -Review Culinary Operational Certification -Conduct Line-up -Labor Management System -Scheduling and labor standards -Daily plotting sheet, weekly flow sheet station assignments for pastry, garde manger, restaurants, banquet support and outlets -Celebrate the completion of your Culinary LIVE
COMPLETED
SIGNATURE
Week 8-10
OPERATIONAL CERTIFICATION - Open Operational Certification (Standards Assessment Database) - Click Print a New Assessment Form - Select "Culinary" from the Audit Area Drop Down Box - Print the Assessment Form
PERFORMANCE CHECK
Completing the Culinary Operational Certification; demonstrating knowledge to department leader; Completing certification in local health codes and laws and basic knife safety; Mastering the start up and breakdown of all work stations and pass out lines and completing certification in basic kitchen safety awareness, emergency procedures, especially eye care, burns and slip and falls.
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BEVERAGE & LOUNGE
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LIVE FOOD & BEVERAGE BEVERAGE AND LOUNGE OPERATIONS

OVERVIEW Beverage and Lounge Operations are an area that requires extreme control and surveillance to safe guard the ownership and guest. In this module you will learn how to set up Banquet Bars, Beverage set ups and open and close both main bars and lounges. You will learn how to establish a working liqueur inventory, establish par stock system, calculate beverage cost and establish your inventory flow for each item. You will learn to mix all standard drinks and the working beverage terminology. You will learn the basics of varietals wine differentiation and sales techniques. You will become familiar with all local state Alcohol laws and statues. You will learn proper ware washing practices. You will learn how to serve Afternoon Tea in the style of Ritz-Carltons rich history. In this module, you will work with your hotels Lobby Lounge Manager/Beverage Manager to learn how to effectively manage the Food and Beverage Brand Standards, Local Health Codes, Ecolab products and services and TIPS training processes.
LEARNING OBJECTIVES
1. Roles and responsibilities of the Beverage and Lounge Department. 2. Key terminology for Beverage mixology and wine appreciation. 3. Lounge and Beverage operation. 4. Lounges/Beverages China, Glass and Silver equipment and their proper maintenance at peak performance 5. Basic varietals differences of wine and suggestive selling. 6. Inventory and maintenance lists. 7. Proper Afternoon Tea Service procedures. 8. Operation Walkthroughs. 9. Basic mixology techniques. 10. Beverage and Wine Expenses. 11. Beverage Requisitions "pull sheet". 12. Job Classifications and Job Assignment.
34

RESOURCES Documents
Beverage & Lounge Manual LMS Reports MDMS Local Health Code RC-Drink Recipes Banquet Beverage Checklist
Beverage Manager Sommelier Executive Steward Lounge Manager
Systems
TimeSaver (ID) Safety Analysis TIPS Training
ESTIMATED TIME
35
LIVE FOOD & BEVERAGE BEVERAGE AND LOUNGE OPERATIONS BEVERAGE & LOUNGE LEARNING PLAN
TIMING
TOPIC
Beverage operations -Equipment -Beverage core basics -Learn Barstarz basic recipes -Mixology techniques Main Bar -Opening set up side work of Bar -Garnishes -Working behind the Main Bar -Guest engagement techniques -Filling a service Bar Order -Food service - Bar -Proper accounting and check handling procedures -Closing side work of the Main Bar -Proper handling of glassware, hollowware and equipment storage -Polish, cleanliness, maintenance and repair of the Main Bar -Overview of Three compartment Sinks set-up -Use of rotating dish machine -Proper chemical use -Safety/JHA review -Process for broken glass -Inventory and rotation of beverage and mix stock behind the bar -Product par order -Par stock order -Cocktail service -Preparing the station -Approaching the table -Taking the order -Up selling the beverage order -Entering the order in MICROS -Delivery -Drink delivery and tables maintenance -Guest engagement techniques -Presenting the check and fond farewell -Re-setting the stage -Admin and accounting -Closing the check -Settling out the evening checks -Making a cash drop -Cocktail side work -Station side work -Cleanliness of area post service -Restocking the area -Par Stock order
COMPLETED
SIGNATURE
Week 1-2
Week 3-5
36

TIMING TOPIC
Banquet Beverage -Equipment -Prepare a Banquet Bar -Operate a Banquet Bar -Basic Banquet cocktails and mixology -Local and state ABC Laws -General cleanliness rules for daily maintenance, surgically clean standard -Return policy and liqueur storage process -Polishing and distribution of glass ware - Storage of all China, Glass and Silver and their safe storage containment Admin and Accounting -Review Banquet Event Orders -Beginning and ending inventory -Consumption and Back up paperwork Afternoon Tea -Reservations/hosting -Equipment and proper handling of china and silver -Review with Stewarding proper washing processes Service -Arrival and settling in the party -Explaining the Tea Experience -Types of teas -Taking the Order and up selling Delivery -Pouring the tea and maintaining it hot -Delivering the courses -Explaining the offerings and menu knowledge Admin and Accounting -Closing the check -Closing out the days checks -Dropping cash and proper accounting procedures -Proper side work -Placing an order for extra Tea Sandwiches -Pick up of pastry and sandwiches -Cleanliness after Tea and re-setting the stage -Departmental job responsibilities and departmental standards -Payroll editing, forecasting -Human Resources related duties (department meetings, employee appraisals, etc) -Recap of learning with Lounge Manager and Beverage Manager -Review Beverage and Lounge manual -Conduct line-up -Labor Management System -Scheduling and labor standard
COMPLETED
SIGNATURE
Week 6-9
Week 9-11
Week 12-15
37
LIVE FOOD & BEVERAGE BEVERAGE AND LOUNGE OPERATIONS CONTENT

Beverage and Lounge Manual
OPERATIONAL CERTIFICATION - Open Operational Certification (Standards Assessment Database) - Click Print a New Assessment Form - Select "Lounge" from the Audit Area Drop Down Box - Print the Assessment Form
PERFORMANCE CHECK
Completing Beverage and Lounge Operational Certification; demonstrating knowledge to department leader; Executing the set up, operation and breakdown for the Afternoon Tea service; Completing certification in local health codes and ABC laws as well as TIPS Training; Completing the start up and breakdown of all Beverage and Lounge equipment; exhibiting comprehension of mixology and completing certification in basic beverage safety awareness, emergency procedures, especially cuts, burns and slip and falls.
38
PURSHASING & COST OPERATIONS
39
LIVE FOOD & BEVERAGE PURCHASING AND COST OPERATIONS

OVERVIEW In this module we will introduce you to the key areas of Purchasing that have the most impact on Food & Beverage to include, but not limited to Receiving procedures, Storeroom procedures, Inventory controls, Food Safety, Avendra, Purchasing Intranet Site and the Roles & Responsibilities of the Purchasing Team.
LEARNING OBJECTIVES
1. Overview of Purchasing Team. 2. Roles & Responsibilities. 3. Overview of Avendra to include MyAvendra website. 4. Walkthrough of Purchasing Intranet Site. 5. Receiving Procedures. 6. Food Safety and Operating Equipment. 7. Storeroom Procedures. 8. Review and Understand Hotels MBS Compliance and Company Goals. 9. Review and Understand Hotels Instill Compliance and Company Goals. 10. Review and Understand Hotels Supplier Diversity Goals. 11. Review and Understand Purchasing & Inventory Control Policies. 12. Review and Understand Purchasing Ethics.
RESOURCES Documents
Director of Purchasing Exec/Sous Chef
Systems
Purchasing Intranet
Operational Certification Core Brand Standards MBS Report Instill Report Supplier Diversity Report
ESTIMATED TIME
40
LIVE FOOD & BEVERAGE PURCHASING AND COST OPERATIONS PURSHASING LEARNING PLAN
TIMING
TOPIC
-Overview of Purchasing Team -Roles & Responsibilities -Overview of Avendra to include MyAvendra website -Walkthrough of Purchasing Intranet site -Loading Dock Operations -Loading Dock Deliveries -Product Removal -Food Safety Quality Attributes -Food Safety Temperature Recording -Food Safety Product Weighing -Food Safety Equipment Calibration -Food Safety Product Storage -Operating Equipment Trash Compactor -Operating Equipment Computers -Product Storage Procedures -Storeroom Operating Procedures -Completing Blank Requisition Forms -Fill & Issue Requisitions -Review and Understand Hotels MBS Compliance and Company Goals -Review and Understand Hotels Instill Compliance and Company Goals -Review and Understand Hotels Supplier Diversity Goals -Review and Understand Purchasing & Inventory Control Policies -Review and Understand Purchasing Ethics -Review Purchasing Glossary of Terms
COMPLETED
SIGNATURE
Week 1 Introduction and Receiving Operations
Week 2 Store Operations and Administration
CONTENT
Purchasing Manuals
OPERATIONAL CERTIFICATION - Open Operational Certification (Standards Assessment Database) - Click Print a New Assessment Form - Select "Purchasing" from the Audit Area Drop Down Box - Print the Assessment Form
PERFORMANCE CHECK
Completing the Purchasing Operational Certification.
Confidential and Proprietary Information of The Ritz-Carlton Hotel Company, L.L.C.Copyright 2007 41
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