Beruflich Dokumente
Kultur Dokumente
STANDARD OPERATING
PROCEDURES
CONTENTS
EVENT MANAGEMENT
#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 Management #2
OBJECTIVE
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.
Event Management #2
BANQUET EVENT
ORDERS - Cont.
.
Event Management #3
Review:
Group name/meeting planner requirements
Customers objective
Time of the event
Room assignment
Guarantee/set
Changes
Menu Information
OBJECTIVE
To educate Event/Catering
associates about the
specific business scheduled
over the next two days.
Event Management #4
OBJECTIVE
To provide standards
on the communication,
distribution, and
administration of
gratuities and service
charges.
Event Management #4
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 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:
Event Management #5
OBJECTIVE
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.
See also:
Event Management #6
MAXIMIZING SPACE
MINIMUM STANDARDS
.
OBJECTIVE
To provide standards
for the recording of
booked events and
potential business
opportunities to
maximize sales,
profitability and guest
satisfaction.
Event Management # 11
OBJECTIVE
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.
See also:
OBJECTIVE
To provide guidelines for
the execution of a catering
taste panel to enable the
customer to experience a
representation of the food,
beverage and service they
will receive at the
proposed event.
*This may not always be
appropriate in international
properties
OBJECTIVE
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
.
OBJECTIVE
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.
The Meeting Planner is offered a PreConvention/Event Meeting during the sales stage
and the response is noted in the file turnover
information
See also:
Meeting Services Core Deliverable
Policy and Procedure Manual
POST CONVENTION/EVENT
MEETNG
MINIMUM STANDARDS
.
OBJECTIVE
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
.
See also:
BOX LUNCH
MINIMUM STANDARDS
MENU
OBJECTIVE
To provide standards of
service and presentation
for boxed lunches to
ensure that the meeting
customer receives a
quality, consistently
delivered value-driven
product.
CONTAINER
.
BANQUET CHECKS
MINIMUM STANDARDS
.
OBJECTIVE
To provide internal and
external customers with
timely, accurate
summary of banquet
charges incurred for
goods and services
provided.
BANQUET GUARANTEES
AND SET NUMBERS
MINIMUM STANDARDS
.
OBJECTIVE
To set, order, prepare,
staff, and charge for a
minimum number of
guests at a banquet
event.
See also:
NGS Manual
ACCEPTANCE OF GUEST
PACKAGES
MINIMUM STANDARDS
.
OBJECTIVE
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.
See also:
LSOP
CONTINENTAL BREAKFAST
AND COFFEE BREAKS
MINIMUM STANDARDS
FOR CONTINENTAL BREAKFAST
.
OBJECTIVE
To provide standards of
service and presentation
with the objective of
offering the meeting
customer a quality,
consistently delivered,
value-driven product.
REDCOAT PROGRAM
MINIMUM STANDARDS
OBJECTIVE
To provide an exclusive,
high profile customer
satisfaction program that
addresses customers'
immediate needs,
anticipates potential
problems, and provides
pro-active solutions.
See also:
MHRS Brand Integrity Manual
Meeting Services Core Deliverables Manual
OBJECTIVE
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
OBJECTIVE
To ensure that alcoholic
beverage movement
throughout the banquet
operation is accurately
recorded and followed in
compliance with all local
and state laws.