手册大全--雅高酒店集团餐饮部筹备手册.doc

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Pre-openingmanualforFood&BeverageACCORhotelsOPENINGMANUALFOODANDBEVERAGEACCORHOTELS51 Pre-openingmanualforFood&BeverageACCORhotels0.INTRODUCTIONThismanualisintendedasareminderandchecklistforthemanytasksandactionsrequiredtosuccessfullyopenanACCORHotel,andwhenpresentedorusedatthisinfantstageofanhotel’sdevelopmentshouldnotbeconstruedasacompleteandentiremanualofthetaskstobedone.EachHotelisuniqueandasthecurrentprojectdevelopstheinformationwithinthismanualshoulddramaticallychange,becomingmoreaccurateanddefinitive,soastomeetthespecificrequirementsoftheprojectandlocation,itshouldbeseenasabasefromwhichtobegBRIEFDIVISIONHEAD1.1ProjectinGeneral1.1.1GeneralDiscussiononOwningCompanyandmanagementAgreement.1.1.2DiscussionofanyProject,SiteorLocationidiosyncrasies1.1.3ProgressonConstructionandpossibleOpeningDates.ProgressreportsfromProjectManagerandConstructionContractorFeasibilitystudy..BlueprintsandPlans.Temporarysiteoffice.ReviewpowerofattorneyforbanksignaturesReviewowningcompanyHotelagreementasitpertainstoCo-Owners.OwningCompany’sorganizationchart.InternalOwnerrelations.Name,AddressandTelephone#sofBoardMembers.EquitypositionofOwners.CapitalexpenseBudgetandapprovalprocedures.Anyspecialagreementsand/orunderstandingwiththeOwningCompany.BoardMeetingtimetable.ReviewoflastBoardMeetingminutsEstablishadatetomeettheBoardandOwningCompanyemployeesonsite.GoalsandIncentivePlan.RecommendationsfortheHotelLawyerandAuditor.AdministrativecalendarfortheHotel.51 Pre-openingmanualforFood&BeverageACCORhotels2.0FOODANDBEVERAGE2.1PotentialcandidatesforthepositionofassistDirectorofFoodandBeverage.DiscusspotentialcandidatesforthepositionofExecutiveChefandanybackgroundrequirement.ReviewPre-openingstaffingscheduleReviewcompetitionsituationforFoodandBeverageoutlets:Competitoranalysis.SuggestionsforHotel’sFoodandBeverageoutlets.Employeerecruitment.Competitor’ssalaryscaleandimpactonrecruitment.Casuallaboravailability.Merchandisingmethodsofthecompetition.“Live”Entertainmentprogramsusedbythecompetition.Availabilityoflocalfoodandbeverageproducts.Knowncompetitivefoodandbeveragecostsandexpenses.ReviewHotelplansandblueprintsforFoodandBeverageareas:Kitchenlayout.ConceptvisionofProjectandDesignteams.Serviceandtrafficpatternsinrestaurants.Cashierlocationandprocedures.Foodstoragelocations.Beveragestoragelocations.ReviewFoodandBeverageoutlets:Location.Decoration.Spaceandseatingcapacity.Potentialhoursofoperation.Reviewpotentialmarketforeachoutlet.Totalpotential.Whichsegmentshouldbetargeted?Anyspecialmarketingand/ormerchandisingconsiderations.i.Equipmentforeachoutlet.j.Outletmenus:Menusoflocalcompetition.Competitivepricingstructures.Specialmenurequirements.Co-ordinationofmenusdesignbyGraphicDesigner.Scheduleofprintingcontract.AnyGenericmenurequirementsi.e.:contentordesign?Guestcheckpresentation.DoorknobandRoomServicemenus.51 Pre-openingmanualforFood&BeverageACCORhotelsGoalsandObjectives:GoalsandObjectivesforthePre-openingperiod.Fouryearplanofobjectives.MarketingPlan.FoodandBeverageMarketing:a.Externalpromotionalmerchandising.b.Internalpromotionalmerchandising.Knownsuccessfuladvertisingcampaigns.PublicRelationscampaigns.Competitivetrends.SalesorganizationfortheFoodandBeveragedepartment.Entertainment:Possiblejointentertainmentprograms.LocalAgents.c.Sponsorshippotentials.MiniBars:EquipmentsuppliedintheGuestRooms.Storagefacilities.Controlprograms.V.I.P.Amenities2.12Banquets:Menus.Brochureandsalespresentationkits.Officelocationandset-up.Salesandcateringsoftwareprograms.Equipmentrequirements.Availabilityofcasualstaff.PurchasingofFoodandBeverages:Anyimportrestrictions.Chinaandglasswareavailability.Locallinensupplies.d.Qualityandavailabilityoflocalproducts.51 Pre-openingmanualforFood&BeverageACCORhotelsEmployeecafeteria:a.RecommendationsforHotelpolicyonemployeemealsb.Location,designanddecoration.c.Foodqualitycontrol.d.Kitchens:Organizationchart.Equipmentlayoutandworkflow.Kitchenstoragefacilities.Firecontrolsystems.Stewarding:a.Organizationchart.b.Locationofdepartment.c.Contractcleaningprograms.d.Pestcontrol.e.Localhealthregulations.RoomService:a.Locationandlayoutofthekitchen.b.Ordertakersoffice.c.Possiblecongestionandstoragefacilitiesfortrolleys,hotboxesandtrayset-ups.3.0PRE-OPENINGTASKASSIGNMENTCHECKLISTThepurposeofthischecklististoassigneachdepartmentallnecessarytaskstoensurethesuccessfulpreparationfortheopeningofthehotelandthatarecompletedontime.TheExecutiveforeachDepartmentshouldbethepersonresponsiblefortheappropriatechecklistandtheformulationofthecriticalpath.Thefollowingchecklistsaretobeconsideredasaguidelinefortheformulationofthecriticalpath.Thefollowingchecklistsaretobeconsideredasaguidelinefortheformulationofthecriticalpathandmoredetailedchecklistshouldbedevelopedforeachdepartmentconcerned.ActionbyStartingdateCompletiondate3.1FoodandBeveragea.F&Bmanagerordirectorstartingdate51 Pre-openingmanualforFood&BeverageACCORhotelsa.Finalizerestaurantopeningdateb.Coordinatetakeoverdatec.FormulateFF&Elistd.Formulateorganizationcharte.Verificationofplansf.Verificationofequipmentlistg.EstablishF&Bofficeh.FormulateF&Bconcepti.Executivestartingdatej.Staffcanteenstartk.Recruitmentofgeneralstaffl.Hiringschedulem.Manningguiden.Payscaleso.Jobdescriptionsp.Operationmanualperoutletq.Menudraftsr.Drinklists.Marketresearcht.Operatingequipmentlistu.Kitchenequipmentlistv.Memoartworkw.Restaurantsnamesx.Restaurantslogosy.Menuprintingz.Pricingandcostingaa.Organizationchartbb.Advertisingneedcc.Banquetbrochuredd.Banquetmenusee.Canteenproceduresff.RevisionofF&Bbudgetgg.Trainingprogramhh.Trainingscheduleii.F&Bproductstandardsjj.F&BservicestandardsActionbyStartingdateCompletiondatekk.Listofformsll.Proceduresforcostingmm.Cleaningschedulesnn.Pestcontroloo.Specificationlinenpp.Minibarqq.Tabletopresentationrr.Banquetcontractor51 Pre-openingmanualforFood&BeverageACCORhotelsa.Promotionalcalendarb.Operatinghoursc.tartF&Bmeetingd.Recipescardse.Photodisplaysf.Outletsworkschedulesg.Firedrillh.Outletsfinallayoutsi.Marketanalysisforbanquetj.Competitionanalysisbanquetk.Recruitpastrychefl.Establishsupplierslistm.Producelistofallguestcollateralmaterialn.Banquetsalespolicyo.Healthboardregulationsp.Uniformspresentationq.Uniformcountr.Selectionentertainerss.Finalizeprogramforopeningpartiest.PrepareandapproverostersforF&Boutletsu.Openingactionplanv.F&Bmarketingplan3.2ProjectCompletionThissegmentofthecriticalpathopeningplan,consistsIlistingallthephysicalareasunderconstructionthatcanbemonitoredonaweeklybasis,ontheprogressreport.AllitemsmentionedonthissectionshouldbesimilartotheonementionedoftheprogressreportExample:ExecutiveofficeAccountingofficeGeneralstoreStewardstoreStaffcanteenGuestrooms16/FAllthementionedareasshouldmentionthestartingdateofthemonitoringofthestatusoftheprojectandtheprojectedcompletionandhandoverdates.51 Pre-openingmanualforFood&BeverageACCORhotels4.0FORMULATECRITICALPATHTheDataformulatedintheTasksAssignmentCheckLististobeusedasthebasefortheformulationofthe“CriticalPath”report.ThefirstthingtoestablishistheOpeningdateoftheHotel.Secondly,theHandoverscheduleforeachareaoftheHotelshouldbefinalizedinconjunctionwiththeProjectTeam.Thirdly,thedatafromthetasksassignmentchecklististransferredintothecriticalpathwithreferencetothehandoverofeachareaandultimatelytheopeningdate.FormulateaGridsheetwhichcontainsallthecriticalpathwithasectionforeachdepartmentusingthelegendsof:qStartingDateqProgressqDelayqCompletionDateqLateCompletionqOpeningDateAlltasksshouldbemonitoredandupdatedweeklywithareviewmeetingforallconcerned.WhilstthismayseematediousandtimeconsumingexerciseitwillensurethateachareaoftheHotelisfullyreadytobeOperationalontheOpeningDate.Note:TheCriticalPathshouldbeformulatedinaDataBaseSoftwareformataspertheexampleattachedtoallowtheefficient,AnyDateOrder,orPersonResponsible,Sorting.FORMULATIONOFHANDOVERSCHEDULEPERAREAThefisttypeofhand-overscheduleshouldbeformulatedforthehandoveroftherooms.allfloornumbertobeplacedinsequencethetermprojectmeansdatestipulatedbyprojectforcompletionofthementionedfloor.Actualmeansdatethattheoperatorguiderealisticforcompletionoftheprojectaftercarefulanalysisofdateavailable.Nextstepistypeofroomorsuiteslocatedonthatfloor.Totalmeanstotalofro9omslocatedandavailableonthatfloorattheprojecteddate.51 Pre-openingmanualforFood&BeverageACCORhotelsExample:ifyoulookattheattachedsampletheforecastedhand-overonthe1stonJuneshouldbeassuch.90twindoubles263kings1royalsuite5specialsuites14tourellesuitesasyoucanseethistypeofhandoverisaprecisetool,thatisessentialtothesalesdepartment,andfortheplanningoftheroomsdivisiondepartment.Thesecondtypeofhandoverscheduleisahand-overorganizationchartAllphysicallyrelatedareastotheconstructionofthehotelshouldbeplacedinsequence.ThefloorlocationshouldbementionedTheforecasteddateofhandoverbyprojectdepartmentshouldbementioned.SoftopeningdatetobementionedGrandopeningdatetobementionedThisshouldbethefirstandoriginalhandoverscheduleAssoonasthenewhandoverdateisformulatedforspecificareas,thementionedextensionofdateshouldbeformulatedincolors.6.0LISTOFPRE-OPENINGREPORTSANDMEETINGSWeeklycriticalpathmeetingminutesWeeklyhandovermeetingminuteswithcontractorsOperationalmeetingweeklyminutesDesignandprintingweeklyminutesF&BweeklymeetingsminutesMonthlyprogressreportWeeklyminutesofopeningceremonymeetingWeeklyminutesofsalesdepartmentMonthlysalesreporttocorporateofficeWeeklyforecastmeetingWeeklyminutesofpurchasingdepartmentMonthlypre-openingdeliveryscheduleWeeklyminutesofaccountingdepartmentMonthlycontroller’sreporttocorporateofficeMonthlyreportstocorporateofficeshouldincludethefollowingtopics-Overviewofprogressofproject-F&Breport-Purchasing/versusbudget-Financial51 Pre-openingmanualforFood&BeverageACCORhotels-Engineering-Sales-Roomsdepartment-P.R.MonthlydesignmeetingwithdesignerPostopeningweeklydefectsmeeting7.0MONTHLYPROGRESSREPORTThemonthlyprogressreportshouldbeformulatedbythehotelprojectManager/Engineeringteam.Thechiefengineerisresponsiblefortheformulation,ofthedataandheshouldbepreciseasmuchaspossiblewhendoingthisprogressevaluation.allareasunderconstructionwillhavetobeevaluatedontheirconstructionprogressonapercentagebasis.EachareawithpercentageconstructionprogressshouldbereinforcedbysomecommentsThefirstsectionofthereportconsistsofthefactsandcommentstojustifyallthe%mentionedperareas.Thesecondpartofthereportconsistsofagrid,thatgivesanoverallsiteevaluationinpercentage.Allareashavetobelistedinsequencethenratedina%constructionprogress.POLICIESANDPROCEDURES8.1FoodandBeverageadministrationGeneralconceptConceptstatementsOrganizationchartsOutletoperatinghoursDepartmentalmorningbriefingFood&beveragemeetingStorerequisitionFood&beveragetransfersFood&beverageinventoryF&BfoodcontrolEntertainment&entertainersEntertainmentagreementLinen51 Pre-openingmanualforFood&BeverageACCORhotelsFlowerordering&storingOfficeFF&EReportingtoworkUniformsGroomingandpersonalhygieneVacationsAnnualperformanceappraisalProbationperiodappraisalBudgetingFinancialforecastreviewEntertainmentchecksLostchecksMealcouponsComp.Mealvouchersandbev.CouponsCashhandlingCostcontrolreportProfit&lossreportStaffclock–inreportDailyrevenuereportFoodaccountingprocedureBeverageaccountingprocedureCreditfacilitiesforVIPandothersDutyF&BmanagerHealthinspectionsKitchenConceptstatementsOrganizationchartsSatellitekitchenorganizationFoodhandlingFoodpreparationBacteria&toxindescriptionBacteria&toxinpreventionFoodpoisoningStorage&stockrotationPersonalhygieneGrooming&uniformsFoodtransportationEquipmentsanitationVacuumpacking51 Pre-openingmanualforFood&BeverageACCORhotelsMorningbriefingReportingtoworkPerformanceevaluation8.3FoodandBeverageoutlets-Conceptstatements-Organizationcharts-Serviceconcept-Beveragedepartmentorganization-Outletopening-Miseenplace-Outletclosing-Tableset-upreservationtaking-Equipmentcleaning-Buffetset-up-Childrenservice-Generalservicesequence-Greetingguestsuponarrival-Menupresentation-Foodordertaking-Beverageordertaking-Wineordertaking-Sellingbyrecommendation-Carryingfoodfromthekitchen-Carryingbeveragesfromthebar-Foodservice-Beverageservice-Wineservice-Buffetservice-Coffeeandteaservice-Tableclearing-Guestfarewellgreetings8.4Banquet-Banquetsalescorrespondence-Banquetsalesappointments-Banquetsalesplanning-Banquetsalesreports-Banquetsalesmeetings-Cocktail&receptionpackages-Banquetbuffets-Generalservicesequence51 Pre-openingmanualforFood&BeverageACCORhotels-Servicesequencebriefing-Guestwelcome-Banquetchecklists-Beverageservice-Backofhouseorganization-Equipmentstorage-Barequipment-Menuengineering&costcontrol-Buffetcontrol-Billpreparation&settlement-Banquetlogbook-Banquetrevenuereports-Banqueteventorders-Banquetrental-Casuallabor8.5Service-Miseenplace-Doorknobmenusequence-Ordertaking-Sellingbyrecommendation-Carryingfoodfromthekitchen-Foodservice-Beverageservice-Breakfastservice-Tray/trolleyremoval-Deliverytime-Roomserviceequipment-Billing-Logbook&revenuereport-Productknowledge8.6PoolService-Generalconcept-Poolareacleaning-Furnitureset-up-Guestregistration-Generalservicesequence-Barserviceequipment8.7Stewarding-Generalorganization-Hygiene51 Pre-openingmanualforFood&BeverageACCORhotels-Dishwashers-Potwashing-Silverpolishing-Garbagecollection-Garbageareacleaning-Receivingareacleaning-Kitchenequipmentcleaning-Machinerycleaning-Greasetrapcleaning-Floorcleaning-Pestcontrol-Publicareacleaning-NightcleaningOPERATIONALCHECKLIST,ONSITEPREPARATIONLegala.appointlocallawyerb.verifyandobtainoperatinglicensesfor:-Hotel-Foodoutlets-Beverageoutlets(liquorlicense)-Entertainment-Pool-Parking-Drycleaning-Othersc.obtaincopyoflocalinnkeeper’slawd.establishcourtesycarde.obtainvendingmachinesf.obtainconcessionaireleasesg.appointlocalauditors9.2Operationa.establishorientationforGMatcorporateofficeb.obtaincopyofstandardconcessionairesc.verifythesecurityguardsprovisionbygeneralcontractord.organizesecurityforstoreroomsandadministrationofficeduringconstructione.verifyinsurancecoveragebycontractorforthesitef.verifysafetyandcautionsignagethroughoutthesite51 Pre-openingmanualforFood&BeverageACCORhotelsa.establishpurchasingproceduresb.establishreceivingproceduresc.establishreservationpolicyandproceduresd.hotelopeningceremonymeetinge.establishandbreakdownofopeningmeetingl.obtainapprovalfromcorporatem.establishmaintenanceandservicecontractssuchas:-elevators-TVandradio-Windowcleaning-Cleaningforkitchenandpublicareas-Gardeningandplants-Blacktopareas-Poolmaintenance-Extermination-Icemakersandrefrigeration-PC,heating,ventilation-TelephoneInvestigatepossibletenantsforconsiderationinhotelsuchas:-Airlines-Barber-Florist-Kiosks-Carrental-Cable/telex-Beautyshop-Pharmacy-Shoeshinestand-Checkroomconcessionaires-Photographer-Jewelleryshop-Vitrinesforrent-Taxistand-Recordshop-Artgallery-Perfumeshop-Parking-Touragency-Travelagent-Bank-Others9.3Startdepartmentheadsmeeting9.4Startforecastmeetings9.5Establishparstocks-Foodandbeverage-Guestsupplies51 Pre-openingmanualforFood&BeverageACCORhotels-Linen-EngineeringstoresFinance-preparecontractsummaryandimplicationsforGM-detailownerandoperatorobligations-maketimetableofactionlistpercontract-establishworkingcapitalarrangement-breakdownpre-openingbudgetinaccordancewithcontractamount-establishandverifyaccountingequipmentrequired-establishaccountingsystem-computer-manual-openbankaccounts-verifycreditrequirements-establishcorporateofficeopeningassistance-establishrateofforeignexchange-implementFoodandBeveragecontrolsystem-purchasingproceduresforpre-opening9.7Foodandbeverage-verifyfoodandbeverageequipmentandFF&E-obtainfoodavailabilitysurvey-manpower-foodsuppliers-pantryshops-menusmaterials-developF&Bprogram–alloutlets-verifypossibilityofF&Bimport(customs)-finalizemenuitemsandprices-finalizeF&Bguestsupplier-matches-swizzlestick-napkins-tabletentcards-others-establishoperatinghoursofoutlets-designmenus-startF&Bmeeting-presentmenuproofs-verifyuniformdelivery-establishservingproceduresofoutlets-printmenus-standardizereceiptforkitchenstaff51 Pre-openingmanualforFood&BeverageACCORhotels-takefooddisplayphotos-postreceipesandphotosinkitchen-establishworkscheduleforoutlets-kitchen-stewards-roomservice-restaurantsandbars-establishbanquetingprocedures-tracingfile-functionbook-barsales-weddings-establishfiredrillprocedures-establishfirstaidecourse-establishentertainmentpolicy-establishlayoutsofallfunctionrooms-banquet10.0EMPLOYEESTANDARSThepurposeforspecifyingstandardsforeachdepartmentwithintheHotelisnecessarysothatEmployeesknowwhatisexpectedandaccomplishedbythestandard.TheresponsibilityoftheGeneralManageristoidentitywho,intheorganizationwillbeheldaccountablefortheimplementationandadherencetothePolicies.10.1ManningGuideOnceperformancestandardshavebeenestablishedforallpositionswithintheHotelandallJobDescriptionshavebeenformulatedthenumberofpositionsrequiredforeachspecificareaoftheHotelcanbedrafted.EachpositionshouldbeestablishedinrelationtothesizeandoperationalrequirementsoftheareaandfinallyreviewedinconjunctionwiththeBudget.10.2RecruitmentScheduleFollowingthecompletionandapprovaloftheManningGuidetheRecruitmentschedulemaybeformulatedbasedonthefollowingfactors:qTypeandLevelofthepositionqNumberofemployeesperpositionqOpeningDateqCommencementofrelativetrainingprogramsqAnyspecialorextraordinarycircumstancesqPre-openingBudgetconstraintsTherecruitmentscheduleshouldbeformulatedinagridpatterninaccordancewiththenumberofmonthsinthePre-openingperiod.51 Pre-openingmanualforFood&BeverageACCORhotelsPerformanceStandardsThesystemisbasedontheestablishmentofspecificstandardsofperformanceforeachgroupofeachDepartmentwithintheHotel.NonProductionGroups:ThesepositionsdonotvarywiththevolumeofBusinesshadbytheHotel,suchpositionsasDepartmentHeads,Assistants,otherSupervisoryandClericalpositions.ProductionRelatedGroups:ThisGroupwillbedeterminedbyestablishedperformancestandardsandassuchreflecttheprojectedvolumeofbusiness,positionssuchasFloorSupervisors,Receptionists,Telephonists.DirectProductionGroups:ThisGroupdefinespositionswhichcandirectlyfluctuateinaccordancewiththeHighsandLowsoftheBusinessvolumeandmayincludeseasonalrecruitment.ThePerformancestandardsforeachoftheseGroupsaremeasuredasfollows:NonProductionGroups:ThestandardforthisgroupistheresultofapolicydecisionestablishedfortheHotelbasedonitssize,locationandidiosyncrasies.SincethePositionfunctionsofthisgrouparenotcontrolledbyestablishedworkstandardsitisimportantthateachpositionbeevaluatedandreviewedonanannualbasistodetermineitsactualrequirementandcontributiontotheprofitabilityoftheHotel.Positioninthisgroupare:qGeneralManagerqExecutiveAssistantManagerqFinancialControllerqE.D.P.ManagerqHumanResourcesManagerqEtc…ToevaluatetherequirementofthesepositionseachrequiresadetailedJobDescriptiontobepreparedincluding:51 Pre-openingmanualforFood&BeverageACCORhotelsqJobTitleqDepartmentqPurposeandResponsibilityqMeansforcarryingouttheresponsibilityqQualificationrequiredtofillthepositionOncetheJobDescriptioniscompleteforallpositionswithinthisgrouptheindividualworkcanbeevaluatedtodeterminethecontributiontotheOperationoftheHotel.WhyistheJobdone?Whereisitdone?Bywhom?Andhowlongdoesittake?OnceallJobDescriptionsandanalysishasbeencompletedforthisgrouptheywillbereviewedbythemanagementcommitteetodetermineiftheytrulyreflectthepositionsrequiredbytheHotelforthevolumeofbusinessinthecurrentandcomingyear/s.ProductionRelatedGroups:StandardsofperformanceforthisgrouparebasedonthelevelofOccupancy,NumberofcoversservedandtheVolumeofBeveragesales.DirectProductionGroups:Standardsofperformanceforthisgrouparebasedasfortheproductionrelatedgroup,howeveraremonitoredandmodifiedregularlytosustainthemostcosteffectiveproductionavailable.Onthebasisofestablishedstandardsamanningguideispreparedforeachdepartment,orsub-departmentifnecessary,withintheHotel.Thisguideoutlinesthenumberofnon-production,productionrelatedanddirectproductionemployeerequiredatthevariouslevelsofvolumeofbusinessandwouldincludeanOrganizationChart.InordertoutilizethestandardsestablishedintheManningGuideaforecastforthecomingthreemonthperiodispreparedandupdatedmonthly,usingproductionstandardsapotentialmanpowerrequirementforeachdepartmentandsub-departmentmaybeformulated.Theserequirementscanthenbereviewedanddiscussedandultimatelymodifiedifnecessary.Examplesofproductionstandardswouldbe:RoomAttendants15Rooms8HoursBellmen25MovementsWaiters20Covers2HoursCooks90Covers6HoursDishwashers150Covers4Hours51 Pre-openingmanualforFood&BeverageACCORhotelsFloorSupervisors40OccupiedRooms8HoursReceptionist100Arrivals8Hours10.4PermitsandLicensesThisstandardshouldbeadetailedlistandexplanationofallPermitsandLicensesnecessaryfortheoperationofaHotelintheareainwhichitislocated.10.5EmergencyProceduresThisstandardshouldbeadetailedpresentationoftheEmergencyprocedurestobefollowedintheadventofeitherafire,disasterorsituationrequiringmedicalurgency.Itshouldalsoincludeastatementindicatingeachemployee’sresponsibilitytoread,understandandifrequired,duty,intheparticipationofanemergency.10.6TelephoneNumbersThisstandardshouldprovidealistofTelephonenumberstobeusedforcontactingManagement,seniorpersonnelandEmergencyServicesintheadventofanEmergency.Itshouldbekeptuptodatereflectinganychangesineitherthepersonnelinvolved,TelephoneNumbersusedorEmergencyServiceOrganizations.10.7FirstAidManyCountriesarenowrequiringthatHospitalityServicePersonnelaretrainedintheareasofFistAidgiving.ItisrecommendedthateachestablishmentincludeanacceptableFirstAidTrainingcourseandqualificationforselectedEmployees,includingupdatesandrefreshercourses.10.8SecurityofPropertyThisstandardshoulddetailtherequiredSecurityproceduresinordertoensurethesafekeepingofallHotelpropertyandEquipment,itshouldincluderesponsibility,delegation,informationonsecuritysystemsandlockingdevices.10.9OccupationalHealthandSafetyThisstandardstatestheEmployer’spositionregardingOccupationalHealthandSafetyandincludesthepertinentprovisionsofHealthLawfortheEmployeesreference.AcopyoftheOccupationalHealthandSafetyActcanbeobtainedformthelocalHealthDepartment.51 Pre-openingmanualforFood&BeverageACCORhotels10.10RecordKeepingForLegalandTaxationpurposes,itisimportantforcertainrecordstoberetainedforaspecifiedperiodoftime.ThisstandardshoulddetailtherecommendationsoftheHotel’saccountantandLawyerconcerningthoserecordswhichshouldberetained,wheretheyaretobestored,thelengthoftimetheyshouldberetainedanddisposalmethods.10.11PersonnelManagementThisstandardpresentsanintroductiontothePersonnelManagementandshoulddefinewhatManagement’sgeneralresponsibilitiesareconcerningallEmployees.Generalresponsibilitiesmayinclude.Recruitment,Selection,Training,Appraisals,Delegating,GoalSetting,Motivating,ControllingandScheduling,dependingontheorganizationalstructureoftheHotel.10.13RecruitingEmployeesThisstandardshoulddetailallthepertinentinformationconcerningtheInterviewingofpotentialEmployees.Thiswouldincludewhowillconducttheinterviewsforspecificpositions,whatdetailsshouldbecoveredduringtheInterview,howtheInterviewwillbeevaluatedandhowtheresultswillbeprocessed.10.14EmploymentApplicationsThisstandardshouldincludeanEmploymentApplicationFormandoncecompleted,itsdistributionforconsiderationbytheDepartmentHeadconcerned.ItshouldalsodetailtheretentionofApplicationsonfileandforhowlongtheyaretoberetainedandthesubsequentreply’stotheApplicant.10.15EmploymentofRelativesandFriendsInordertoensureinternalcontrolsmanyoperationshaverestrictionsontheemploymentofrelativesandfriendsofpresentEmployees.ThisstandardshoulddetailtheManagement’spositionregardingthissothatallEmployeesareawareofandcomplywiththisprovision.10.16EmploymentofHandicappedThisstandardshouldreflecttheManagement’spositionontheEmploymentofHandicappedpeopleandincludeanyAntidiscriminationLawsapplicablewithintheregionofoperationwhichmaybeobtainedfromtheLaborLawOffice.10.17OrientationProceduresOneofthemostvaluableyetmostneglectedpartofEmployeerecruitmentisthesuccessfulorientationofeachEmployee.Thisstandardshoulddetailthe51 Pre-openingmanualforFood&BeverageACCORhotelsprocedurestobefollowedfortheorientationofeachEmployeeintotheoperation,includingwhoisresponsibleforthecompletionoftheorientation,whatistobecoveredandbywhenitistobecompleted,itshouldalsoincludeadetailedchecklistwhichistobefollowedduringtheorientation.10.18GeneralHoursofWorkFrequentlythereisargumentorconfusionastowhatconstitutesthenormalandactualhoursworkedbyanEmployee,thisstandardshoulddetailandclarifytheexpectedhoursofworkandwhatisconsiderednormalworkinghoursforeachlevelandpositionwithintheoperation.10.19AttendanceThisstandardshouldoutlinetheManagement’spositionconcerningEmployeesattendanceand/ortardiness.SincenonattendanceandtardinesswillarisewithalmostallEmployeesatleastoncethestandardshoulddetailtheEmployee’sresponsibilityinreportinghis/herpotentialforabsenceorlatenessandanydisciplinaryactionwhichwillresultinunexcusedabsenceorexcessivetardiness.10.20SchedulingThisstandardshoulddefinetheHotel’sprocedureforcreatingtheEmployee’sworkingschedulesandtheEmployee’sresponsibilityforreadingandadheringtotheschedule.InadditionthisstandardshouldincludetheprocedurerequiredforanEmployeetochangeapostedschedule.10.21TimeclockandCardThisstandardshoulddefinetheHotel’sprocedureforrecordingworkhoursandtheuseoftheTimeclockandTimecard.ItshoulddetailwhenanEmployeeisto“Punch-in”andwhetherornotEmployeesareto“Punch-out”formealperiodsand/orcoffeebreaksetc.andtheprocedureforcompletedTimecards.10.22SalariesandHourlyRatesThisstandardshoulddefinewhichpositionsintheHotelwillbepaidonanhourlyorsalariedbasis.Thisstandardshouldalsoincludeprovisionsofapplicablewageandsalarylegislationincludingminimumwagelaws,withholdingrequirementsandovertimepaypolicies.10.23PayPeriodsInordertoavoidconfusionamongEmployeesandinordertodefinethepayperiodsandactualpaydayfortheHotel,thisstandardshouldoutlinethestandardpayperiodsforallEmployees,weekly,fortnightlyormonthlyandhowandwhenthepaymentswillbedistributed,itshouldalsoincludethe51 Pre-openingmanualforFood&BeverageACCORhotelsresponsibilityoftheEmployeeforcheckingthepaymentandtheproceduretobetakenintheeventofalostpaycheque.10.24EmployeeMealsThisstandardshoulddetailwhichEmployeesareentitledtomealbreaks,whenthesebreaksaretobetakenandthedurationofsuchbreaks.Themealandrestperiodstandardshouldalsoincludesuchfactorsastoacceptableactivitiesduringthesebreakssuchassmokingorleavingthepremises.10.25HolidaysThisstandardshouldclearlyestablishthepolicyoftheHotelconcerningobservedholidaysandthosewhicharepaidorcompensatedfor.ItshouldalsodefinetheEmployee’sresponsibilityforattendanceonthoseholidayswhicharenotobservedbytheHotel.10.26VacationsThisstandardshoulddefinewhichEmployeesareeligibleforpaidvacationsandtheamountofentitlement.Itshoulddetailtheschedulingofvacations,whetherornotvacationentitlementisaccumulativeanddetailsofthevarioustypesofentitlementsuchasmaternity,annual,militaryetc.10.27LeaveofAbsenceThisstandardshoulddefinethegeneralrulesapplicabletoallEmployeesconcerningtimeswhenleaveofabsencemaybenecessary.Itshouldincludetheapplicationprocessandwhoistoauthorizesuchleaveandanydisciplinaryactionswhichwouldbetakenintheeventofunapprovedleaveofabsence.10.28Worker’sCompensationThisstandardshouldoutlinetheManagement’spositionregardingworker’scompensationandinsurance,suchastheeligibilityofEmployeesforanyinsuranceandLegalobligationsoftheEmployerfortheDepartmentofOccupationalHealthandSafety.10.29WorkingConditionsThisstandardshouldoutlinetheminimumrequirementsformaintainingacceptableworkingconditionswithintheHotel.Specificsubjectsshouldincludemaintenanceandcleanliness,personnelhygienestandardsandtheprocessforrectifyinganyhazardousconditionswhichmayexistintheoperation.51 Pre-openingmanualforFood&BeverageACCORhotels10.30OtherBenefitsThisstandardshouldstatethoseEmployeeseligibleforspecialbenefitsorentitlementsandtheexactnatureofthesebenefits,suchasMedicalInsurance,AccidentInsurance,LifeInsurance,ProvidentFundandanyotherbenefitsofferedbytheHotel’sManagement.10.31GeneralRulesofConductThisstandardshouldoutlineindetailtherulesofconductapplicabletoallEmployee’softheHotel.Theseruleswillcoverco-operationwithGuest,fellowEmployeesandManagementwithregardstotheexecutionofdutiesandshouldalsooutlinethepoliciesonareassuchasDresscodes,Pilferage,Sanitation,Chewing,Smoking,Drinking,Gamblingetc.10.32UniformsandNametagsThisstandardshouldoutlineallprovisionsconcerningtheacquisition,use,cleanlinessandrepairofuniformsandnametags.InadditionitshouldspecifyanyfinancialassistancethatwillbegivenbytheEmployerforthemaintenanceofuniformsandadverselyanydeductionsthatwillbemadefollowingthelossorblatantdestructionofuniforms.10.33PersonalAppearanceIntheHotelindustry,theappearanceofeachEmployeeisparamounttotheoverallqualityofguestserviceandtheprojectedimageoftheHotel.ThisstandardshouldclearlydefinetherequirementsofEmployeeappearanceincludingareassuchastheuseofjewelry,bathingandsanitationrequirements,hairgrooming,theuseofmake-up,nailpolishandanyotherpracticeswhichmayrequirecontrol.10.34SmokingThisstandardshoulddefinetheEmployeeSmokingpolicyoftheHotelincludingwhenandwhereEmployeesmayandmaynotsmokeandthedisciplinaryactiontakenforviolationsofthispolicy.10.35AlcoholandDrugsThisstandardstatesclearlyManagement’srequirementthatnoEmployeemayuseAlcoholorDrugswhilstontheHotelpremisesorbeundertheinfluenceofeitherwhenreportingforduty.10.36TelephoneUsageManyEmployeesduringthecourseoftheirdutymayrequiretheuseofatelephonetomakepersonalcalls.Thisstandardshoulddefinewhereand51 Pre-openingmanualforFood&BeverageACCORhotelswhenpersonalcallsshouldbemadeandwhetherornotincomingpersonalcallswillbeaccepted.10.37ChequeCashingPeriodicallyEmployeesmaywishtocashpersonalorpaychequesattheHotel,thisstandardshoulddefinetheManagement’spolicyoncashingofchequesandifallowedanylimitswhichwouldbeimposed.10.38LostandFoundThisstandardshoulddefinetheHotel’sresponsibilityforlostitemsandhowFounditemswillbestoredandrecordedandtheprocessfortheeventualdisposalofunclaimeditems.10.39ReportingTipIncomeThisstandardshouldoutlinethedefinitionofTipincomeandanyrequirementsforit’sreportingof.10.40OutsideEmploymentThisstandardshouldexplaintheHotel’spositionconcerningEmployeesworkingatoutsideJobs.SincemanyEmployeesareparttime,itisexpectedthatmanywillobtainanscillaryemployment.Itshouldclearlystatethatwhilstthismaybethecaseanyreductioninperformanceasaconsequenceofthiswillnotbeaccepted.10.41PerformanceAppraisalsThisstandardshouldoutlinetheprocedureforthecompletionofPerformanceAppraisalsforeachEmployeeoftheHotel.ItshoulddetailwhowillperformtheAppraisal,howoftenandasampleoftheformused.ItshouldalsoindicatethecoursesofactionpendingthecompletionoftheAppraisal.10.42AccidentandInjuryReportThisstandardshouldoutlinetheprocedureforthereportingofaccidentswhetherinvolvingguestsoremployeesoccurringontheHotelpremises.Forlegalreasonsitisimportantthatallaccidentsorinjuriesarereportedaccuratelyandefficientlyandassuchthisstandardshouldbeclearandprovideasampleoftheformattobeused.10.43ExitInterviewThisstandarddetailstheproceduretobeusedinperforminganexitinterviewwithanEmployeewhoseemploymenthasbeendiscontinued51 Pre-openingmanualforFood&BeverageACCORhotelsirrespectiveofthereasons.Itshoulddefinewhowillconducttheinterview,theformattobeusedandwhowillbeprivytotheinformationgleanedfromtheinterview.PURCHASINGSTANDARDS11.1PurchasingproceduresThisstandardshoulddatethefundamentalobjectivesandproceduresforhepurchasingprograminthehotel.Thebasepointatwhichmerchandisecostscanbecontrolledisthepurchasingarea.Bydocumentingtherecommendedpurchasingprocedurestobefollowed,foodcostcanremainataconsistentlevelandthemerchandisecanbethebestavailablefortheoperation’sdollar.11.2ListofApprovedVendorsThisstandardprovidesanorganizedformatinwhichtorecordimportantinformationconcerningvendorsfromwhichfoods,beverages,andsuppliesarepurchasedfrom.Aformshouldbedevelopedandinformationshouldberecordedconcerningthedescriptionofproductsorservicesavailablefromthevendor,thevendor’snameandsalesrepresentative,phone,andanycommentsorcriticismsofthevendor’sservices.Ifkeptonfile,thisformcanfacilitateasmoothtransitionincaseofpersonnelturnoverinthepurchasingarea.PurchaseSpecificationsInordertoensureconsistentqualityinfoodandbeverageproducts,itisimportantthatspecificationsbedevelopedforallitemspurchasedbytheoperation.Specificationscaneitherbedevelopedin-house,orestablishedspecifications.Thisstandardmustdocumentallspecificationsusedintheoperation,.Howtodevelopanewspecification,andhowthesespecificationsaretobeusedinapurchasingfunction.PurchaseauthorizationsItisimportantthateachmemberofthehotelstaffunderstandshispurchasingauthorityandexpenditurelimits.Thisstandardshoulddocumentalllevelsofauthorityintermsofpurchasing,andifavailable,howexceptionscanbemadetothepurchaseauthorization.51 Pre-openingmanualforFood&BeverageACCORhotelsRECEIVINGANDSTORAGESTANDARDS12.1ReceivingProceduresThisstandardshoulddocumentthestep-by–stepprocedurestobefollowedinthereceivingfunction.Thiswouldincludetheinspectionofallinvoices,accountingofallgoodssoldbycount,theweighingofallgoodssoldbyweight.,theinspectionofallcontainersforbreakageordamage,theauthorityofdeliverypersonneltoenterintostorageareas,andthesignaturesplacedonanyinvoices.ReceivingStampThisstandardshouldexplaintheuseofareceivingstamp,whichisusedtofiveformaldocumentationtothereceivingfunction.Thisstandardshouldincludewhoistostamptheinvoicewiththereceivingstamp,andwhoistofilloutthereceivingstampontheinvoice.ReceivingSheetAllgoodsreceivedandverifiedmustberecordedonacorrespondingreceivingsheetbythereceivingagent.Thisstandardshoulddocumentwhoisresponsibleforcompletingthereceivingsheet,whenitistobecompleted,whothecompletedsheetsshouldbeforwardedto,andthepertinentinformationtobeincludedonthereceivingsheet.CreditMemorandumManytimesinthereceivingfunction,merchandisewilleitherbedeficient,defective,oranoverchargemayoccur.Inallofthesecases,acreditmemorandumshouldbecompletedandsignedbythedeliveryperson.Thisstandardshoulddocumenttheexactformtobeused,thepersonwhoseresponsibilityitistoseethatthecreditmemorandumiscompleted,andtheroutingofthecompletedform.StorageProceduresInordertoensurethevalueofallinventoryismaintained,anestablishedstorageprocedureshouldbefollowed.Thisstandardshoulddocumentallgeneralfoodstorageprocedures,includingfrozenitems,meats,produce,mild,perishableitems,cannedgoods,andgeneralsupplies,andrequiredsecurityandcleanlinessofthestorageareas.ParstockInventorylevelsforgoodsThisstandarddefinesthedesiredleveloffoodproductstobekeptininventoryatthehotel.Naturally,theamountoffoodkeptininventoryisbasedlargelyon51 Pre-openingmanualforFood&BeverageACCORhotelsanticipatedbusinessvolume.Thisstandardshoulddocumenthowanticipatedlevel,andhowtheparstockfiguresaretobeusedinthepurchasingfunction.PhysicalStoreroomInventoryThisstandarddocumentstheproceduretobefollowedtotakeaninventoryofallgoodsplacedinstorage.Thisstandardshouldidentifythefrequencyoftheseinventories,whoisresponsibleforcompletingtheinventories,theformstobeused,andtheroutingofthecompletedforms.KeycontrolstandardInordertopreventlossesfromallstorageareas,adefiniteandestablishedkeycontrolstandardmustbedeveloped.Thisstandardwillidentifythoseemployeeswhomusthavekeystoperformjobfunctions,thoseemployeeswhomayhaveaccesstothekeysonarequestonlybasis,andthoseemployeeswhoshouldnotbepermittedtousekeystothestorageareasatall.Inaddition,thisstandardshouldincludearecordofallthekeysissued,includingthosetomanagementandsupervisorypersonnel.IssuingProceduresThisstandardidentifiestheformaltrackingofallfoodissuedfromthestoragearea,identifiesanyformstobeused,identifieswhoisresponsibleforthecorrectrequisitionofallfoodandbeverageproducts,andwhoisresponsibleforcompletinganissuingsummaryform.Spoilage,Breakage,WasteReportInordertomaintainproperaccountingofinventory,itisimportantthatallwaste,breakage,orspoilageoffoodinthestorageareasberecorded.Thisstandardidentifieswhoisresponsibleforcompletingthespoilage,breakage,wastereport,howitistobecompletedandtheroutingofwhatformaftercompletion.StoreroomSalestoEmployeesThisstandardisestablishedtodocumentthepolicyofthehotel,concerningthesaleofstoreroomproductstothehotel’semployees.Ifstoreroomsalestoemployeesareallowed,thisstandardshoulddefinewhoisresponsibleforthesesalesandwhatproductsmaybesold.51 Pre-openingmanualforFood&BeverageACCORhotelsPRODUCTIONSTANDARDS13.1ProductionPlanningProceduresThisstandardoutlinesthenecessarystepsinproperlyplanningtheproductionoffoodproductsinthehotel.Thestandardshoulddocumentwhoisresponsibleforforecastingproduction,theprocedurebywhichforecastingiscompleted,andthemethodbywhichthisplanningisincorporatedintotheactualfoodproduction.13.2StandardizedRecipesToensureaconsistentproductregardlessofwhopreparesitems,.Allfoodproductionitemsshouldhavecorrespondingstandardizedrecipe.Standardizedrecipesassistnotonlywhenturnoverofemployeesoccurs,italsoassistsindevelopingfoodcosting.Thisstandardshouldincludeastandardformatorformtobeusedindevelopingstandardrecipes.13.3UniformPortionControlThisstandardstatestheresponsibilityofeachfoodproductionworkertoensurethatuniformportioncontrolismaintained.Onthestandardizedrecipeformat,spaceshouldbeprovidedforuniformportioncontrolfigures,,andthisstandardshouldestablishthateachemployeeisresponsibleforfollowingtheuniformportioncontrolasstatedonthestandardizedrecipeform.13.4MenuPricingInordertoensureconsistencythroughouttheoperation,aformalmethodofmenupricingistobepresentedasthisstandard..alsothepersonresponsibleforthepricing,andthefrequencywithwhichitshouldoccurshouldbedefined.RecordofMenuItemsSoldItisimportantforfuturemenurevamping,andfordocumentingsales,.Thatarecordofallmenuitemssoldbekept.Thisstandardshouldexplaintheuseofarecordofmenuitemssold,detailwhoisresponsibleforcompletingtherecord,andshouldreceivethecompletedrecordofmenuitemsold.13.6BeveragePurchasingProceduresThisstandardisdesignedtooutlinetheprocedurestobefollowedregardingalcoholicbeveragepurchasing.Itshouldincludethepersonresponsibleforallbeveragepurchasing,theaccountingformsrequiredforbeveragepurchasing,themethodbywhichquotationswillberequested,andthewaynewproductswillbeidentified.51 Pre-openingmanualforFood&BeverageACCORhotels13.7ListofApprovedVendorsItisimportantthatalistofapprovebeveragevendorsbekeptonfile.thislistwillassistinasmoothtransitioninthebeveragepurchasingfunctionincaseofanyemployeeturnover.Thelistofapprovedvendorsshouldincludearecordofalltransactions,andanycommentsorcomplaintsontheirservices.ListofApprovedBrandsItisimportantthatthebeveragepurchaserhavealistofthehotel’sapprovebrand.Thisstandardshouldlistallitemsusedbycategory,suchasscotch,beer,wine,andmixers.BeverageReceivingProceduresInordertoensurepropersecurityofvaluablebeverageproductsbeingreceived,itisimportantthatthisstandarddocumenttheprocedurestofollowinreceivingbeverages.Thestandardshouldincludeadesignatedareaforreceivingbeverages,aprocedurebywhichallmathematicalcalculationsarecheckedandre-checked,formstobecompleted,andtheproperand/orcreditmemorandatobecompleted,andtheproperroutingofallcompletedforms.14.0STOREROOMSTANDARDS14.1BottleStampInordertoensurethattheliquorsoldwithinthehotelactuallybelongstotheoperation,andnottoanemployee,abottlestampshouldbeappliedtoeachbottle.Thisstandardshouldcontainaprintingofthestampandinstructionsonitsuse.BeverageStorageInordertomaintainthequalityofallpurchasebeverageitems,itisimportantthattheybestoredproperly.Thisstandardshouldidentifytheproperstorageforbottledliquors,wine,mixers,andsupplies.Particularemphasisshouldbeplacedonkeepingallbottlesawayfromheatedareas,areasofdirectsunlight,andareaswithhighvibration.Inaddition,thisstandardshouldidentifyaminimumofstandardcleanlinessandsanitaryconditionstobemaintainedinthebeveragestoragearea.BeverageInventoryMuchlikefood,itisimportantthatbeverageinventoriesbetakenonafrequentbasisforaccountingpurposes.Thisstandardshouldidentifywhoisresponsibleforperformingabeverageinventory,theproceduretobefollowedininventoryingallbeverageitems,theformstobecompleted,and51 Pre-openingmanualforFood&BeverageACCORhotelstheroutingofallcompletedforms.Itisimportantthatthisstandardstatesthatnotonlythebottlesinstoragebeinventoried,butalsothoseontherailsorbackbarsoftheoperation.BeverageIssuingThisstandardshoulddetailthehotel’sissuingprocedures.Thiswouldincludethedevelopmentofabeveragerequisitionsheet,theidentificationofpersonscapableofrequisitioningliquorproducts,whetherornotemptybottlesmustbetradedfornewbottlesrequisitioned,theprocedurebywhichawaiterobtainsabottleofwinefromstoragewhenordered,andadailytotalingofallbeverageissued.BeveragePreparationThisstandardshouldidentifywhichsourcewillbesuedforstandardizedrecipesforbeverageproducts.inaddition,ifspecialtyin-housedrinksaresold,thissectionshouldincludestandardizedrecipesforthoseproducts.Theseinhousestandardizedrecipesshouldidentifyamethodofcostingandamethodofpricingthesespecialtydrinks.GENERALSTANDARDSTelephoneAnsweringAvarietyofstylesexistinthemannerinwhichanemployeemaypickupandanswerthephonewithintheoperation.Inordertoavoidinconsistencies,telephoneansweringproceduresshouldbestandardizedandstatedinthisstandard.Thisstandardmayalsoidentifyhowparticularcallsaretobehandled,forinstancethoseinquiringastothenameoftheManager,thosefromcreditors,thosefromcustomerswithcomplaints.ReservationsInordertoensureefficientservice,itisimportantthatreservationsbehandledinastandardizedandefficientmanner.Thisstandardshoulddescribeindetailtheactionstobefollowedbythepersonreceivingareservationrequest.Thisstandardwouldincludeastatementonhowreservationsaretoberecorded,whatinformationistobeincluded,anyspecialinstructions.DailyBriefingThisstandardidentifiestheneedfordailybriefings,thepersonwhowillberesponsibleforpresidingoverthebriefings,thegeneraloutlinetobefollowed,andtheintentofthebriefings.51 Pre-openingmanualforFood&BeverageACCORhotels15.4ServiceCrewInspectionToinsureproperguestservice,itisimportantthatservicepersonneladheretoallserviceandappearancestandards.Thisstandardshouldidentifytheneedforservicecrewinspections,detailhowtheseinspectionswillbedone,bywhomtheywillbeperformed,andtheintentoftheseinspectionsGreetingtheGuestConsideringtheoldadage,“younevergetasecondchancetomakeagoodfirstimpression”,itisimportantthatemployeesbeproperlyinstructedonhowtogreetaguest.Thisstandardshouldincludestatementsonattitude,speedofmovement,communicationwiththeguest,seatingprocedures,andmenupresentations.FOODSERVICEPROCEDURES16.1EssentialpointsofgoodtableserviceDependingonyourFood&Beverageoperation,thestyleofservicemayvaryfromaverysimplestraightforwardservice,toaveryelaborate,multi-coursepresentation.Thisstandardshouldidentifytheessentialpointsrequiredfromservicepersonnel.Someoftheelementscontainedinthisstandardwouldincludethehandlingofglasses,pitchersorcupsbytheirdesignatedhandlesonly,themethodforpresentingacheck,presentingfoodfromtheguest’sleft,presentingbeveragesformtheguest’sright,amongothers.16.2ProperTableSet-upAgaindependingonthestyleofservice,thetabletopdesignwillvaryfromverysimpletotheelaborate.Inordertoensureconsistency,itisimportantthatthepropertabletopset-upbedoneunderthisstandard.Thisstandardshouldidentifytheplacementofalltabletoputensils,plates,silverware,napkins,candles,ashtrays,sugarbowls,etc,inaddition,apicturemaybedrawnaspartofthisstandardinordertofacilitateemployeesunderstandingofthetabletopdesign.FoodProductFactListTheintentofthisstandardistoprovideeachservicepersonatthefoodandbeveragedepartmentwithabriefexplanationofeachmenuitem.Thisinformationwillaidinsellingthemenutotheguest.Thestandardshouldincludeastatementrequiringeachservicepersontobecompletelyfamiliarwiththetermsanddefinitionsoutlinedinthisfoodproductlist.51 Pre-openingmanualforFood&BeverageACCORhotelsMenuAbbreviationsInordertofacilitateproperorderingandpropercommunicationbetweentheservicepersonnelandtheproductionpersonnel,itisimportantthatabbreviationsformenuitemsbestandardized.Underthisstandardallmenuitemsshouldbelistedwiththeircorrespondingapprovedabbreviation.Althoughmanymenuitemsmaybesimilar,theabbreviationsshouldbeuniqueenoughsothatthereisnoconfusionbythefoodproductionpersonnel.WritingtheguestcheckUnderthisstandardacopyoftheoperation’sguestcheckshouldbeincluded,andanexplanationofthepropercompletionofthisformshouldbedocumented.Again,tofacilitateproperproductionandeliminateconfusion,theprocedureforcompletingaguestcheckshouldfacilitateproperserviceandavoidservicepersonnelhavingtoask,“whoorderedthis”TrayLoadingandLiftingProcedureshavebeendevelopedfortheloadingandliftingoffoodservicetrays.Theseproceduresshouldbeincludedunderthisstandardinordertofacilitateproperdeliveryandclearingofalldishesandglasses,andtoensurethatnoguestoremployeeisinjuredduetoamishandledtray.ProperServiceSequenceAgain,tostandardizetheactionsofallservicepersonnel,itisimportanttodocumenttheexactserviceproceduresrequired.Thisshouldincludethepresentationofitems,theremovalofitems,thechangingofashtrays,thepresentationofseparatecourses,thefinalclearingandcleaningofthetable.PresentationoftheGuestCheckAtthecompletionofafinemeal,itwouldbeanerrortoallowaservicepersontoimproperlypresentaguestcheck.Thisstandardshouldidentifythepropermethodforpresentingtheguestcheckincludingthepricingandadditionexpected,thetimingofpresentingthecheck,themethodofpresentingthecheck,thepersontowhomthecheckispresented,thetimetobeallowedbetweenthepresentationofthecheckandthepickup,andafinalpresentationofthechangeandreceipt.HousekeepingandSanitationThisstandardidentifiestheminimumhousekeepingandsanitationelementsrequiredfromeachfromeachdepartment&services.Thestandardshouldidentifya“cleanasyougo”procedureandassignresponsibilitiestovariousservicepersonnelforseparateareasofthefacility.Clean-upandclosingproceduresforRestaurants51 Pre-openingmanualforFood&BeverageACCORhotelsThisstandardidentifieswhatactivitiesarerequiredfromeachservicepersonbeforethatpersonisexcusedfortheevening.Thesetaskswouldincludegeneralcleaningofsidestands,replenishfoodcontainersorcondiments,securingalllockablestorageunits,totalingandclearingcashregisters,andtheremovalofallgarbageandwastecontainers.EssentialPointsofGoodBeverageServiceInordertoensureconsistentbeverageserviceintheoperation,itisimportantthathisstandardstatestheessentialelementsofgoodservice.Suchpointswouldincludetheuseofstandardizedrecipes,attitudestowardrestaurantguest,buyingorgivingawaydrinkstofavoredguests,drinkingofhouseproductswhileonduty,handlingcashtransactions,thedutiesofthecocktailwaiterandwaitress,greetingguests,anduseofcoastersornapkins.CreditCardStandardandProceduresInordertoassisttheservicestaffincompletingandreceivingpaymentthroughtheuseofaguestcreditcard,thestandardshouldincludeinstructionsonhowtouseacreditcardform,animprinter,andaccountauthorizationtelephonenumbers.Thestandardshouldalsoincludeinstructionsonwhatcardsareacceptedintheoperationandtheirmaximumlimits.PaymentbyPersonalCheckStandardIftheoperationacceptspersonalchecksfromtheguestsforpaymentofhotel’sservices,thisstandardshoulddetailthenecessaryrequirementsforacceptingthecheck.Itmayincludeinstructionsonguestidentification,acreditcardordriver’slicensenumberwhichmustbeincluded,andtheauthorizingsignatureofthemanageronduty.PaidOutsStandardsandProceduresThisstandardshoulddetailthenecessaryrequirementsforapaid-outfromacashregister.Therearenormallytwotypesofpaid-outs,oneforpettycash,andtheotherfortips.Thisstandardshoulddetailanypaperworkwhichisinvolved,whomayauthorizepaid-outs,whomayreceivepaid-outs,andwhenandwheretheymayoccur.CONSEPTUALASPECTOFGUESTSERVICESTANDARDS51 Pre-openingmanualforFood&BeverageACCORhotelsTobealeaderinthehotelindustrymeanstoexcelinstandardsofservice,andthattheservicesandstyleofthehotelaretailoredtotherespectiveneedofthetargetedmarketsegments.Guestservicestandardsareestablished.toensurethatallservicepersonnelknowthebasicsofgoodservice.ToensurethatourguestscanexpectconsistencyanduniquequalityinservicethroughouteachACCORhotel.Tomakethejobeasierandservicemoreefficient.Toassurethatuniqueandefficientservicesareincorporatedintoourhotels.Servicestandardsforallguestcontactdepartmentshouldbeintegratedintothehotel’sindividualservicesproceduremanual.CONSEPTUALASPECTOFPRODUCTThepurposeofspecifyingaproductstandardisnecessarysothattheemployeesknowwhatistobeaccomplished,andthattheconsumersandusersbefamiliarandcomfortablewithconsistencyandvalueofourproduct.Manytimeshoteloperatorsthinkofproductstandardsonlyintermsofthequalityoftheproductitselfthatareservedtoourcustomers.Eventhoughproductsareanimportantpart,itisbesttorememberthatourcustomercomestoexpectqualityofproductfromusinallaspectsofthehotel’sservices.Fromthetimeaguestchecksinuntilthetimeheleaves,hiseverythoughtandactivitybecomesourresponsibility.Relatedtothestandardsofqualityofallproducts.Fromthecleanrooms,wellkeptpublicareastothefriendlygoodmorning,comebackagain,thecustomerformsanindelibleimpressionofwhatanACCORhotelisallabout.TheGeneralManager’staskconsistsofmakingsurethatallproductsstandardsandservicesareestablishedandmaintained,bysuchensuringthateachcustomerexposuretohishotelisapositiveone.AnACCORhotelcustomerexperienceinvolvesthreeofthebasicofproductstandards.-thequalityoftheproductsconsumedthepersonalattentionhereceivesthephysicalsurroundingandatmosphere19.0PRE-OPENINGCHECKLISTFORFOODANDBEVERAGE51 Pre-openingmanualforFood&BeverageACCORhotelsThepre-openingFoodandBeverageopeningchecklistshouldbeformulatedasfollows:usegridformmentionedsubjectconcernedeachsubjecttobenumberedinsequencedeterminepersonresponsibletargetdateforstartcompletiondatecommentsthefollowingsubjectsaretobeusedasaguidelineintheformulationofaFoodandBeverageopeningchecklist.Amorepreciseandaccuratechecklistshouldbeformulatedaccordingtotheneedofeachspecificproperty.19.1Competitionanalysis1.AreFoodandBeverageshoppingreportsonhand?2.Arelatestmenusofcompetitorsavailable.3.Hasacompetitionfilebeenopened4.Hoursofoperationoftheiroutlets5.Entertainmentpoliciesofcompetition6.Uniformsstylesandnegativepointsofcompetition7.Competitionhoteloutletsserviceandreputationlocally8.Competitionpricechartanalysis9.AreNewspaperadvertisementsofcompetitionfilled10.Isthesalaryscaleofcompetitorsavailable11.Arefutureexpansionofcompetitionknowntous12.HasFoodandBeveragecompetitiveanalysisbeendone13.Localcustomerresearch(Focusgroups)14.RefinepreliminaryFoodandBeveragepolicytofinaloutletpolicies15.Developofpre-openingFoodandBeveragemarketplanwithmenumarketingprogram16.levelofmarketingplanwithindividualmarketprogramsandsalespromotionandadvertisingbudget17.InterfaceFoodandBeveragemarketplanwithoverallhotelmarketplan18.SuggestFoodandBeverageDept.HeadtoGeneralManager19.Researchgoodlocalpersonnelpotentials20.Refineinternalpositionstatement21.FoodandBeverageadvertisingstrategyandbudget22.FoodandBeverageoutletelevatorlandingposters19.2Personnel51 Pre-openingmanualforFood&BeverageACCORhotelsOpeningassistancesurveyforkitchen,service,FoodandBeveragecontrol,pastry,bar,banquet(salesservices),stewarding,etc.issuepersonnelassistancerequestwithGeneralManager.Studylocalhotelunioncontractsandadaptunionpayscales,ifapplicable.Reviewandfinalizewithsalaryscalesphasespre-openingandphaseoneopeningandphasetwoAreworkingschedulespreparedHavestartingdatesbeenestablishedTransferpaperswithwelcomeletter(includingspouse)SalaryscaleforallstaffinthedepartmentRecruitmentofFoodandBeverageManagerwithstartingdateRecruitmentofExecutiveChefwithstartingdateRecruitmentofallotherF&BkeypersonnelwithstartingdatesRecruitmentofrankandfilemassinterviewsRankandfilerecruitmentwithstartingdatesDevelopincentive/staffrecognitionprogramsFoodandBeverageparticipationofdutyrosterstobecompletedforallKeyF&BstaffDevelopjobrequirementsand(tasklistsforallstaff)PrepareF&BorganizationchartStaffingtitlesandclassificationsforF&Bkeypersonnellist(includingpositionrelatedbenefits.)Cashpayrollforecastingbysub-departmentAdjustcorporatejobdescriptionsforF&Bdept.headsAdjustcorporatejobdescriptionsforsub-departmentheadsandassistants(withcorp.guidelines)Pre-openingcashpayrollcostsGuidedepartmentheadstopreparejobandjobrequirementsforeachpositionwithintheirareaofresponsibility.EstablishdailyproductivitystandardsforeachdepartmentsEmployeediningroompolicydepartment-mealtimeschedule(nightmealserviceandcredits)DiningprivilegesfordepartmentheadsinrestaurantsandbarsEntertainmentprivilegesforF&Bdepartmentheads19.3TrainingCoordinateF&BtrainingprogramswithtrainingmanagerCoordinateF&BfamiliarizationofnewemployeesSet-upcommunications/skillstrainingmeetingsDevelopsourceandtrainingprogramforbanquetextralaborWinetrainingprogramforbanquetextralaborsalesstaffTrainingonhandlingofintoxicatedguestandourlegalobligationsStewardingwarewashandequipmentcleaning/handlingprocedurestrainingprogram(withsoapsuppliers)51 Pre-openingmanualforFood&BeverageACCORhotelsEstablishfoodandbeveragelibrary-trainingtools,manualsandtrainingprograms,microfiche,foodandbeveragetrends,foodandbeveragetrainingvideoetc.FirstaidcourseforfoodandbeveragefemalefrontofthehousestaffBeautycourseforfoodandbeveragefemalestafffrontofthehouseFamiliarizationmanualsforallfoodandbeveragedepartmentsheadsincludingminitrainingmanualTrainingforallservicestaffoutletsubdepartmentheadsincludingminitrainingmanualSkilledtrainingmanualsforoutlets/kitchen/bars19.4ProfitBudget1.Coversaverageperoutlet2.Prepareprofitbudget(includingrevenueprojectioncapitalandoperatingequipment)3.Finalizefoodandbeveragemanningguidepayrollbudgetprovisionsforphaseoneandtwo4.Analyzeandrefinebudgetedfoodandbeveragepayrollandproductivity5.Evaluateandrefinemonthlyrevenueprojection19.5Menudevelopment1.Researchonlocalethniccuisine2.Developmenuconcepts3.PlanMenuprintspecifications/quantities/delivery/finalproofdate(includeminimenus)Reviewmenucontentproposalwithhotelandareastaff4.Draftrecipesanddeveloptestprogramforfoodandbeverage.5.Presentandtastefoodandbeveragemenuitemsforhotelstaffandstartatchef’stable6.Presentfoodandbeverageitemstolocalpress,P.R.etc.7.Presentfinalfoodandbeveragemenuitemtooutlet,banquetservice,banquetsalesgeneralsalesstaffmenudevelopment8.Establishmenupricesthroughmenuengineering9.Completesamplepresentationandphotographyofeachmenuitem10.Postallmenuitemsphotosinkitchenandbaraccordingly11.Finalizeofficialhoteloutletlogos12.DesignateamenudesignfirmobtaindesignproposalobtaindetailedbidobtainaproductionscheduleObtainareaofficefeedbackonmenudesign13.copydraft14.Finaldraft15.Roughartwork16.Finalartworkwithmechanics51 Pre-openingmanualforFood&BeverageACCORhotels1.Printing2.Receipt/delivery/storage/distribution3.Developcreative,exoticcocktails(includingdaiquiris,pitcherdrinks)forthebar,allotheroutletswithonesignatureoutletcreation4.Establishwinebytheglass5.Obtainwinelistguidelines6.Quantitiesinshortandlongtermstock7.Reviewlocalrepresentativesandstatestoreavailability8.Reviewbeveragestorecapabilities9.Set-upsalespromotionschedulewith/liquor/beerrep’sforhotelwidepromotions10.Estimatewinelistdeliverydate11.Actualwinelistdeliverydate12.Childrenmenu13.Brunchmenusandposters14.Individualmatches15.Calendar(Flyer/posters)16.Picnic/lunchboxesdesignfortakeout17.Miniboxdesignforcookies/sweetgiveaway18.Restreservationcards/books(maillist19.CreationoflowandnoalcoholcocktailsSupplieswithFF&Eandoperationequipmenthandover1.Artworkreceivedandapprovedforbreakfast-3plypaper,napkins,cocktailnapkins(featurealloutletslogos,nameonhotelandcocktailnapkins)2.Checks(featurealloutlets’logo/name3.Finalcopyofcheckswithartworkandquantityperoutlet4.Shopforspecialityserviceitemstoenhancerestaurantsandbuffets5.Printingoffoodandbeveragestandardforms6.Establishroomserviceset-uppolicy(giveaways,flowers,minibar,fullbar,cheeseandwine,pastriesfruits,etc)7.Coordinatebarsupplies,drinkcoastersnapkins,swizzlesticksetc.8.Reviewkitchenblueprints/outletlayoutandfurnitureplan,entirebackofthehouseblueprints,personnelanddeliveryhotelaccess9.Childrengiveaways/minitoys/hats/clownsetc10.Coordinatewithowningcompanythefoodandbeverageareahandoverschedule11.Deliverydateforsilver,china,glass,linen,uniforms12.TroublepunchlistforallfoodandbeverageareasFoodandBeveragesupplieswithFF&EoperationequipmentCoordinatewithowningcompanytheFoodandBeveragebackofthehouse(receiving,storesetc.handoverscheduleJuicecoverstyleandorderDolliesselectionandorder51 Pre-openingmanualforFood&BeverageACCORhotelsFancycocktailstrawsandorderMintflavoredtoothpicksuppliesandorderOrderrestaurantreservationbooksSurveyminiaturesnack,sweets,nuts,pralines,cheese.,patetraysforminibars19.8Purchasing–CapitalandOperatingEquipment1.Reviewpurchaserecommendations/revisions2.Determinesuppliersoffood,beer,wineliquorandsoftdrinks3.Establishdailyfoodmarketlistprocedureandrecommendedsuppliers4.Establishfoodstoreroomreorderlistsandprocedures5.Brewerycontactondraft/bottlebeer,postmixsodafountainforemployeediningrooms6.SamplesofVIPfood(praline,chocolate,others)19.9BanquetAdministrationset-up1.Developbanquetmenus/brochure2.Collectideasforthemeparties3.Set-upconventionmeeting/exhibitionpackages4.DrawupbanquetsolicitationprogramMailinglistofallcorporateofficecontacts5.Issuefunctionsheetsforallopeningevents6.Meetingplannersaudio,visualpackageandindividualrentalpricelist7.Weddingplanner8.Banquetfunctioncontractwithlegalapproval9.Establishbanquettroncpointsystem10.Computerbanquetbooking11.Computertraining12.Orderpreliminarybanquetbookingbookuntilcomputerisinstalled13.Studytelemarketingforbanquetandoutlets14.Determinesourceandrecruitingofpartimebanquetstaff15.Decideonarteffectsofbuffets16.Inhousegreenplantcontract19.10OpeningCeremoniesDevelopopeningceremonyprogramSet-updryrunsforallopeningpartsDetailedactionsstepsbydepartmentReviewandengageentertainmentcreditsystemforallfunctionsSuggestfoodandbeveragemembertoopenceremoniescommitteeFoodandBeverageserviceandbuffetanddrinkconcepts19.11PublicRelations51 Pre-openingmanualforFood&BeverageACCORhotels1.InputforopeningpartyHotnew2.Inputforfoodandbeverageoutlet,presskit19.12LicensesLocalliquorlicenseandoperatorlicenseOutletoperatinglicensesKitchen/stewardareahealthinspections19.13Housekeeping:Uniform,linen,cleaningschedulesEstablishuniformhandlingsystemEstablishfoodandbeveragetablelinenhandlingsystemEstablishfoodandbeveragecleaningraghandlingsystem19.14SecurityControlFoodandbeverageparticipationfiredrillOutletkeypoliciesStoreroomkeyssystemAccidentreports(guestandstaff)andassistanceTheftreport20.0FoodandBeverageauditchecklist1.PurchasingProceduresArepurchaserequisitionsusedIsapurchaseorderusedArepurchaserecordcardsusedIsananalysisofpurchasesusedIsareceivingreportused2.StaffPlanningAredailytimesheetsusedIsadailylaboranalysisineffectAreworkschedulesheetspreparedArefringebenefitsusedIslaborcontrolineffectIsanovertimeanalysisineffect3.FoodPurchasing51 Pre-openingmanualforFood&BeverageACCORhotelsArespecificationsusedIsapurchasepricecomparisonsheetusedIsadailypurchasesheetandordersheetusedReceivingIsadailyrecordoffoodpurchasesandissuesusedIsacreditmemousedIsamemoinvoiceusedIsameattagusedStorageIsarefrigeratortemperaturebookusedIsastoresinventorybookusedIsamonthlyinventorysheetusedIsafoodinventoryturnoverpreparedmonthlyIssuingArestoresrequisitionsusedIsaninter-departmenttransferusedIsadailyfoodandbeveragematerialcontrolsheetusedPotentialCostforFoodandBeverageArefoodtestsheetsusedArefoodmastercostsheetsusedArestandardmenucostsheetsusedAremasterbeveragepricelistspreparedArestandardbeveragepourcostspreparedArestandardbeveragerecipecostspreparedArefoodandbeveragetallysheetsusedArefoodandbeveragesalesandpotentialanalysispreparedIsamonthlyfoodandbeveragecostpercenttosalespreparedbyfoodandbybeveragecontroller8.BeverageIsaperpetualinventoryusedIsadailyrecordofbeveragepurchasesandissuespreparedAreliquorrequisitionsusedArepre-printedliquorrequisitionsusedArepre-printedwinerequisitionsusedArepre-printedbarfoodrequisitionsusedIsaroombeverageanalysisprepareddaily51 Pre-openingmanualforFood&BeverageACCORhotelsIsabeverageinventoryturnoverpreparedmonthlyBanquetIsachefcheckingbanquetcontrolsheetstocontroldailybanquetfoodconsumption.IsbanquetbeveragecontroluseddailytocontrolbanquetconsumptionaredailybanquetfoodandbeveragereceiptsprepareddailyFoodandBeverageRevenueIscontrolofonguestcheckissuingineffectAretipsoncontrolsheetandhandledascashArepromotionandstaffchecksseparateddailyandeliminatedfromrevenueAreroomcharges,cityledger,staffpromotion,tipsandcashdealtwithseparately,daily,byfoodandbeveragecashierIsfoodandbeveragerevenueauditeddailyatnighttotieintodailyreportsIscontinuityofguestchecksforeachfoodandbeverageoutletperformeddaily21.0GENERAL21.1ConceptualAspectofaFoodandBeverageOperationPhilosophystatementGeneralstatementdescribingthefoodconcept,positioninthemarketplace,featuresforwhichtheoutletwillbeknow,importantfactorsinoperatingtheoutlet,pricingetc.Example:theVaultrestaurantslocatedonthesecondfloor,offersanextraordinaryselectionofmenuscelebratinglocalbountyoffreshfromthemarketfruitandvegetables.Theoysterbarandwinetastingroom(Lagoute)areperfectforcasualoccasionswhileLaTaverne,thesteakandseafoodrestaurant,encompassablendoftraditionalflavors.ConceptstatementHotelPhilosophyThegeneralphilosophieswhichwillguidetheoveralloperationofthehotelshouldbestatedwhenformulatingthehotelconceptstatement.Philosophieswhichmayvaryfromdepartmenttodepartmentwithinthehotelshouldtakeintoconsiderationvariousfactorssuchascleanliness,guestsatisfaction,image,competition,employeesetc.thestatementshoulddescribethe51 Pre-openingmanualforFood&BeverageACCORhotelspositionofthehotelinthemarketplace,featuresforwhichthehotelwillbeknow.Theoverallobjectiveofthehotelshouldbestatedinaclear,concisemannersothatallemployeesarefamiliarwithandworktowardstheobjectivesofthehotelmanagement.Theobjectivesmayhavethecapacityofinfluencingindirectorintangiblewayssuchthingsasprofitability,goodwill,guestsatisfaction,industryleadership,efficiencystandards.Inordertoensureasuccessfulconceptstatement,thatisuniqueinthemarketplaceandprofitable,itisrecommendedthatthehotelmanagementgothroughtheprocessofgathering,testingandanalyzinginformationandfactsbeforepresentingtheconcepttothecorporateoffice.Theconceptdevelopmentprocessistobedocumentedandthensubmittedtothecorporateofficeforevaluationandapproval.ACCORpridesitselfonhavingfoodandbeverageoutletswhichareconceptuallydesigned.AconceptstatementshouldbewrittenforeachproposedfoodandbeverageoutletTheconceptstatementshouldoutlineallimportantpointsrelatedtotheoutlet’soperation.Itensuresthatallpartiesinvolvedwiththerespectiveoutletsunderstandtheoverallfunctionandpurposeoftheoutletandtheguestreceivesconsistentqualityinproduct,servicesandenvironment.Theconceptstatementshouldalsobeusedasabaseforwritingtheindividualoutletmanual.Ifchangesaremadeinanyoftheoutlets,theyshouldbereflectedintheconceptstatement,sothatiftheoutlet’smanagementchanges,anup-to-datedocumentisalwaysonfile.Whenformulatingaconceptstatementthefollowingplanandsequenceshouldbeadheredto:LocationAddressPhysicaldescriptionofbuilding,location,siteaccessetc21.3PurchasingchecklistAttheinitialstageoftheproject,thefirstassignmentofthepurchasingdepartment,shouldbetoformulateapurchasingchecklistforeachdepartmentofthehotel,thischecklistsystemshouldbeincorporatedintoaPCunit.Becauseofthenumberofitemstobemonitoredacomputeristheonlymeansofdoingit.Aweeklyupdatereportshouldmentionthefollowinginformation:Referencecode51 Pre-openingmanualforFood&BeverageACCORhotelsPRnumberDateissued(PR)DescriptionofitemsP.O.NumberP.O.approvedbydepartmentheadP.O.receivedbydepartmenthead1st.delivery2nddeliveryExpectedarrivalRemarks22.0PUBLICRELATIONS21.1PublicRelations–SoftOpeningThesoftopeningisanunofficialopeningthatprovidesapreviewofthehotel.Amediaeventmayormaynotbeadvisableatthistime.Yourultimategoalistogetasmuchcoverageaspossible.Invitingcoverageofthesoftopeningmayspoilthechancesofgreatercoverageatalatertimewhenthepropertyisfullypreparedforit.Thisshouldbeusedasatimetoconcentrateonopeningyourdoor,invitinginyourfirstguestsandseeingthatdaytodayoperationsarehandledproficiently.Ingeneral,thepropertycannotmakeasstronganimpressionduringtheearlystagesasitcanafewmonthsdawntheline,whentheoperatingwrinkleshavebeenironedout.MediaReviewThemediaopeningcanbealuncheon,acocktailreceptionorabanquettowhichallappropriatemembersofthemediaareinvited.Theseguestsshouldincludesuchnewspaperpersonnelasthepublisher,cityeditor,businesseditor,traveleditor,women’spageeditor,visitorsaswellasthenewsandassignmenteditorsoflocaltelevisionandradiostationsandlocalcorrespondentsorstringersfornationalpublications.Editorsofnationalmagazineswhoareintheareaandeditorsoftradepublicationsintravel,hospitality,meetingsandrestaurantopening,thepublicrelationscoordinatorformallyintroducesmediarepresentativestothehotel’ssgeneralmanager,salesandmarketingexecutives,foodandbeveragedirectorandotherkeypersonnel.51 Pre-openingmanualforFood&BeverageACCORhotelsThiseventusuallyiamoreofacourtesyactivitythananeventwherenewsisgeneratedandcoverageresults.Itcan,however,beusedtopassalong,factsandfiguresonthehotelanditsmarkets.21.3GrandOpeningAgrandopeningceremonyandpartyshouldgenerallybeheldamonthortwoafterthehotelberunningsmoothlywhenitgoesonpublicviewthanthedateoftheopeningfestivitiescoincidesexactlywiththedatethehotelopensitsdoors.Thereareseveralmethodsofformallyintroducingthehoteltothepublic.Thereis,ofcourse,thetraditionalribboncuttingceremonywherecorporateexecutives,propertymanagementandownersgivebriefremarks.Thiskindofeventisexpected.Themethodbywhichyoucuttheribbon,orformallypresentthehotel,shouldstresscreativityandoriginalityandplayakeyroleinproducinganopeningceremonythatwillbebothmemorableandsignificant.Regardlessofyourplan,youwillwanttoinviteallmediaalongwithcityandgovernmentofficials,communityleaders,travelandtourrepresentativesinyourcommunity,andbusinessleaderswhowillbeinstrumentalinyoursuccessbyprovidingreferralbusiness.Inadditiontotheformalceremony,anopeningnightcelebrations,maybeconsidered.Theseeventsshouldbetailoredtothehotel’sparticularmarketandcanrangefromasimplereceptiontoamajorbenefitgala,orafairtakingplaceoverseveralnights.Properlyhandled,thiseventwillhelpthehotelwinfavorfromthecommunityaswellasfrompotentialvisitors.Thosewhoworkintheneighborhood,andcityresidents,willrepresentalucrativepotentialmarketforthefoodandbeverageoutletsandarichsourceofbanquetandreferralbusiness.Inadditiontotappingthesepotentialbusinesssources,apublic-mindedgalacanattractconsiderablepresscoverage.Itestablishesthehotelasbeingsupportiveofcommunityorganizations.Option:Theguestsinvitedtotheabovementionedeventswillvary.Shouldwechoosetohostabenefitgala,aticketedeventwouldbenecessary.Inthiscaseitisimperativethatthebeneficiaryoftheeventbeinvolvedincompilingtheinvitationslistandsellingtickets.Organizationsofthisnaturegenerallyhavebothfun-raisingandpublicitycommitteeswhowillbevaluableinensuringthesuccessofyourevent.Byenlistingthehelpofthesepersonstopublicizeandselltheevents,youwillbeabletoconcentrateonproducingagalaexemplaryofthetypeoffunctionsyouarecapableofhosting.Awordofcaution,makesurethegroupyouselectiscapableofhandlingsolicitations.Yourmayhavetoreassureyourselfbyfrequentlycheckingtheprogressofthegroup.Option:Anotherapproachisanopenhousefeaturingvariousfood,beverageandentertainmentoptionsthatencouragemovementthroughoutthehotel.Youmayalsochoosetohostacombinationoffunctionsduringacelebrationweek.Bydoingthisyouwilltakeadvantageoftheexcitementgeneratedyouropening,and51 Pre-openingmanualforFood&BeverageACCORhotelsofferaneventofsomesortthataddressestheinterestandneedsofthevariousmarketsegmentsyouhopetoattract.ANEXAMPLEOFASERIESOFEVENTSFOLLOWS:Itisimportantthatyouestablishearly,theteamwhosecombinedeffortswillensurethesuccessofyourevents.Althoughthe“k”keyplayers”willvaryfrompropertytoproperty,dependingonsize,location,etc.thosewhoshouldbeinvolvedinclude:GeneralMangerEAMSalesandMarketingDirectorPublicRelationsFirmPublicRelationsDirectorAninitialmeetingshouldbescheduledearlyinthedevelopmentstagesoftheproperty.Fromthismeetingshouldemergeapublicrelationsplanthatrelatesobjectivesandtargetaudiencestostrategiesandtargetmedia.Thefollowingpointsshouldbediscussed:nThehotelsprimarymarkets,businesstravelers,andtherelativeimportanceofeachmarkettothehotel.Thisistheaudiencetowhompublicrelationseffortsshouldbeaddressed.nThelocationofthehotel,itsbenefitsanddrawbacks.nThehotel’specialfeaturesandamenitiesnStrenghtsandweaknessesofthehotel,befrankandopenaboutwhatyouhavetoofferthatisnotavailableelsewhereandaboutyourshortfalls.nCompetitionnDegreeofdependenceoffoodandbeverageonlocalpatronagenBudgetforpre-opening,grandopeningandpost-openingpublicityevents.Asecondcommitteemeetingorbrainstormingsessionshouldbescheduledtodetermineseveralkeyfactors.Mostimportant,thecreativethemeorbasisfortheprogramofeventstofollow,andtheinitialresponsibilitylistshouldbedeterminedatthismeeting.Additionalpointsthatshouldbediscussedinclude:nConstructionschedule,timing,berealisticaboutthefirmnessoftheschedule.nLocalcharitiesorganizationswhohaveindicatedaninterestinabenefittie-inorwithwhomaco-sponsoredeventwouldbeappropriateanddesirable.nEventspreviouslyscheduledintheareathatareincloseproximity,ordirectconflictwithyourevent,avoidmajoreventsandholidayperiodsunlessyouhaveanobvioustie-in.nAvailabilityoflocaldignitaries,cityofficialsandcorporateofficialsforparticipation.nweatherconsiderations.51 Pre-openingmanualforFood&BeverageACCORhotelsAdditionally,fromthismeetingaproposedscenarioshouldemergecontainingdates,timeslocationofactivities,guestlistandanticipatenumberofattendees.21.4ResponsibilitychecklistIneventplanning,thereisnosubstituteforexperience,thereforeitisimperativethatthedetailsassignedtoaspecificindividual,orteamofindividuals,arewithintheirareaofexpertise,relyonindividuals,fromcommunityleaders,toclubchairperson,whosecombinedexperienceandknowledgeofanareawillbeofvalue.Constantcommunicationamongcommitteemembersisessential.Schedulefrequentmeetingsandproducewrittencommunications,itisyourresponsibilitytokeepall“Kkeyplayers”informedofprogress,changesinresponsibilities,updatedtiming.Amemo,addressedtotheappropriateindividualwithcopiestoallaffected,willactasarecordofcorrespondenceandwillhelpyoudirectclients,suppliersandinternalsupportpersonnelofanychangesinplans.However,aresponsibilitychecklististhesinglemostimportanttoolyouwillhaveduringtheplanningandexecutionofstagesofeacheventoractivity.Everyingredient,nomatterhowmajororminor,mustbelistedwiththenameoftheindividualwhoisresponsibleforitscompletionandthedateitisdue.Throughitsuse,youwillbecertainthateachelementisassignedandwillbecompleted.Themostreliablewaytoidentifyalloftheitemstypicallyinvolvedinagrandopeningorsimilareventistocategorizethem.Priortodraftingaresponsibilitylist,itisagoodideatoorganizeyourthoughtsbyputtingthemonpaper.Thenextthingtodoistopreparearesponsibilitychecklist,itadditiontoreiteratingtheoutlineofresponsibilities,thislistwillbringyouuptodateonthestatusofeach.Itwillalsoactasanearlywarningsignal,identifyingwhereyourcommitteemembersprioritieslie,andiftherearedetailsorarrangementsthatarebeingoverlooked.21.5PublicRelationstimetableforhotelopeningNinemonthstotwelvemonthspriortoopeningBeginplanningforgrandopening.Determinethepurposeoftheceremony.Forexample,ifthepurposeistogetnewsmediaattention,yourplanwillbedifferentthanifyourpurposeistoimpresstravelagents,touroperators,meetingplannersandcorporatetravelpersonnel.Establishabudget.Takethesizeofthepropertyandthemarketitservesintoconsideration.Eventsshouldhaveastrongvisualaspectandshouldbeaction-oriented.Theyshouldnotappearcontrived.Ribbon-cuttingaretraditionalbutusuallylackthecreativitythatwouldmaketheminteresting.Selectamonthinwhichtheeventwilltakeplace,theactualdatewillcomelate.Openingminusfourmonths51 Pre-openingmanualforFood&BeverageACCORhotelsSelecttwo-weekstimeframesduringwhichthegrandopeningandthesoftopeningarelikelytofall.OpeningminusthreemonthsFormalizegrandopeningplans.Celebrationwillnothavetobeontheactualdayoffirstguestservice.Considerdateforopeningtoavoidconflictwithotherlocalevents.Hiremusiciansandotherresourcesnecessarytotheeventplanned.Preparegraphicmaterials,includingbackgroundinformation,photos,presskits,rendering.OpeningminustwomonthsSelectfirmdateforgrandopeningevent,(ifnotyetmade).Mailwritteninvitationstoelectedofficials,civicdignitaries,corporateexecutives.Planmediainvitationlist.followupwithpersonalvisitorphonecall.OpeningminusonemonthContinuetodouble-checkarrangements.Finetune.Finalizetheeventsasmuchaspossible.OpeningminustwoweeksInvitenewsmedia,providebackgroundstoappropriatecolumnistsandtradepublications.Followupinvitationswithpersonalvisitofphonecall.Beginschedulingindividualexecutiveinterviews.OpeningminustwodaysDressrehearsal.Doublecheckactionevents.Ensurethatplacementofdignitaries,bands,stunts,etc.fitadequatelyonthesite.GrandopeningExecuteplanGrandopeningplusonedayandongoingFollow-upcontactwithmediaasappropriate.Eachpropertyshouldhaveapersonassignedtopublicityfunctionorshouldhaveoutsidecounselonretainertogeneratepublicityandhandlepublicrelations.PublicrelationschecklistforhotelopeningThefollowingchecklistincludesitemstypicallyinvolvedinagrandopeninggroundbreakingevent.Someoralloftheitemsshouldbeconsidered,dependingonthetypeandscopeoftheeventplanned.Thelistisdividedintocategoriesforeaseofunderstanding.Program51 Pre-openingmanualforFood&BeverageACCORhotelsnselectVIPspeakersnWriteVIPintroductionnScriptoutlineformasterofceremoniesn3X5inchcardsfortheM.C.nWhotointroduceM.C.andACCORVIPsatlunchnHostesstogreetguestsnSashesforhostesses,safetypinsnRehearsalofprogramnTours,where,whoisresponsiblentourguides,rehearsalnCheckforceremonyperformers,ifneedednMusic,meetwithmusicians,assignresponsibilitynWhenwillheliumballoonsbefilledifatall,howmanynWhotosupervisethegimmicknActualsignalforthegimmickFacilitiesnLecternwithappropriateACCORorhotellogonSpeakersystem,checkedout,withtechniciantomanitnPlatformwithsteps,carpet,drapesandflowersnPropsonplatform,ifneedednPortableflooringifneedednSeats,auditoriumstyle,nottoomany,cansetoutextrasFoodandBeveragenMenunHowwilllunch/dinnerbesetup?Andwhere?Willitbebuffetorsit-downnWhoisalertingcateringastoRSVPsforsetups,etc.nEnoughseatsforallguestsnMakesureallinvitedguestsareseatedbeforestartingnTablesettings/centerpiecesnRoomdecorNewsmedianMediacoverageinvitations/alertscontactnamenMediaregistrationtablenWhotomanmedialtablenMediakits,reviews,bywhomnPhotoreleasesignedbyparticipatingindividualsifnecessarynReleaseandphotosforareapaperphotographersnairportpick-upsforoutoftownersnTelephonefollow-throughwithmedianSeparateexecutiveinterviewswithbusinesssectionsofpapernOurownphotographertocover,considervideocoveragenPost-luncheoninterviewsfordeveloperexecutivesnWhotoservicemediathatdidnotshow.51 Pre-openingmanualforFood&BeverageACCORhotelsOthersnNametagsmadeoutinadvanceforRSVPandarrangetinalphabeticalordernBlanknametagsandfelt-tippensforothersnPre-registeredroomsforVIPguestsnGiftpackineachVIProomnWelcomeletterforguestinhotelnGrandopeningBrochurenSouvenirs,whentogiveout,responsibilitynTransportationforACCORcorporatepersonneltohotelandbacktoairportnPersonallycheckeveryVIProomnWalkie-talkiesnAssignmentofresponsibilitieslistnWhathaveweforgotten.TheEnd51