1、 Banquet Service Standards Manual Table of Contents Section I - Introduction 1. Corporate Mission Statement 2. Property Mission Statement Section II - F&B Goals 1. Guest Relations 2. Job description and skills (to include Banquets, Beverage and Facilities). 3. Policies and Procedures 4. Organization
2、al Chart 5. Scheduling Section III - Basics of Service 1. Staffing guidelines and Service Sequence: Plated meal service Buffet Receptions Coffee Breaks 2. Captains Duties and Sequence Section IV - Beverage Section V - Banquet Setup INTRODUCTION Section 1 INTRODUCTION The objective of the training pr
3、ogram is to provide Food and Beverage line staff the necessary skills and attitudes to perform first class food service. The Scope of the program is as follows: To establish a comprehensive knowledge of service and standards. To develop competence in Food and Beverage service through simulation. To
4、develop an understanding of the servers role within the hotel. To provide direct experience through on the job training. The training Manual has been developed to be as comprehensive as possible in covering the most significant aspects of banquet operations. It is also used as the standard to measur
5、e work performance. HILTONS CORPORATE MISSION Hiltons Mission is to be recognized as the worlds best first-class, commercial hotel organization, to constantly strive to improve, allowing us to prosper as a business for the benefit of our shareholders, our guests, and our employees. Fundamental to th
6、e success of our mission are these values: People are our most important asset. Involvement teamwork and commitment are the values that govern their work. Product is our programs, services, and facilities. They must be designed and operated with superior quality, to satisfy the needs and desires of
7、our guests. Profit is the ultimate measure of our success the gauge for how well and how efficiently we serve our guests. Profits are required for us to survive and grow. With these values come certain guiding principles: Quality comes first. The quality of our product and service creates guest sati
8、sfaction, our No. 1 priority. Value Our guests deserve quality products at a fair price. That is how to build business. Continuous Improvement Never stand on a past accomplishments, but always striving through innovation-to improve our product and service, to increase our efficiency and profitabilit
9、y. Teamwork A tradition at Hilton that gets things done . . . NOW! Integrity We will never compromise our code of conduct we will be socially responsible we are committed to Hiltons high standards of fairness and integrity. MISSION STATEMENT Our mission is to provide complete customer satisfaction.
10、To go out of our way to accommodate our customers special needs remembering that “NO” is never the answer to our guests request; to train and empower our staff to assure every possible means has been used to meet these needs. To provide fast, efficient and courteous service at all times to each and
11、every customer. To take pride in ourselves and the jobs we are performing. To develop and grow as individuals in a healthy environment. To understand that the only means of creating this healthy environment is through teamwork and mutual respect for each other. To achieve maximum profit for our mark
12、et area. Action Plan: We will accomplish our goals by producing and giving the highest quality service and products. We also will service and respond to guests special needs at all times, courteously and efficiently to assure 100% guest satisfaction by fulfilling our guests expectations. HILTON HOTE
13、LS CORPORATION PROFILE: “HILTON” MEANS HOTEL Hilton Hotels Corporate is world-renowned as the premier hotel company in the travel industry. Since August 1925, when the name “Hilton” made its appearance in Dallas, Texas, “The Hilton” has become the place to stay when visiting a city or resort area, w
14、hether it be for business or pleasure, the name Hilton has, in fact become synonymous with the word hotel. A tradition of quality and value was established by the companys late founder Conrad Hilton, who purchased his first hotel, The Mobley, in Cisco, Texas in 1925. His legacy lives on today under
15、the leadership of his son, Barron Hilton, who serves as the Corporations Chairman of the Board and C.E.O. The companys success is legendary and can be attributed to several factors good management, long range research and planning, and superb service to the traveling public. In todays increasingly c
16、luttered and complex hotel industry, the winners - those companies who can deliver for their guests, customers, employees, shareholders and owners - will be those with the best brandsthe best locationssize and scalethe best peopleattractive marketing programsand financial strength. Few fit the bill.
17、 Hilton Hotels Corporation stands above the rest. The best brands. Not only are the brands in the Hilton family well-known and well-respected, they represent market leadership in their respective segments of the industrywhether in upscale, mid-priced, extended-stay or vacation ownership. Choices. Wh
18、ether traveling for business or leisure, Hilton guests and customers can choose among four-star city center hotels (more 1,000-plus room hotels than anyone, including the Waldorf=Astoria, Palmer House and Hilton San Francisco); convention properties (more than any other company); mid-priced focused
19、service hotels (Hilton Garden Inn and Hampton Inn); long-term extended stay hotels (Homewood Suites by Hilton); destination resorts on the beach and/or golf course (including the famous Hilton Hawaiian Village and Pointe Hilton Resorts in Phoenix); airport hotels (nearly 40 in such cities as Chicago
20、, Los Angeles, Atlanta, Miami, New York and Dallas-Ft. Worth); vacation ownership (in such locations as Orlando, Miami and Las Vegas), or conference centers. Reach. The Hilton portfolio includes some 1,900 hotels in all 50 states, Mexico and Canada. Outside North America, Conrad Hotels offers five-s
21、tar luxury properties in such destinations as England, Hong Kong, Egypt and Singapore. Additionally, a unique global alliance with Hilton International (the London-based company which owns the rights to the Hilton name outside the U.S.) brings customers a single, seamless worldwide network of 2,000
22、hotels in approximately 55 countries. Hilton Brands Conrad Double Tree Embassy Hampton Hilton Hilton Garden Inn Hilton Grand Vacations Club Homewood JOB DESCRIPTION Section 2 INTRODUCTION Position Description Position Title: Banquet Server Department: Food & Beverage Reports To: Banquet Manager FLSA
23、 Designation: Non Exempt Date Written/Revised: August 2003 Approved by: Director of Food and Beverage POSITION PURPOSE: Service of food and beverage in banquet rooms. This task is to be handled in a friendly, courteous, helpful, timely, and professional manner resulting in a very high level of guest
24、 satisfaction. EXAMPLES OF DUTIES: Essential Functions: Average Percent of Time 35 Serve banquet functions. 30 Responsible for setting up tables and buffet using linen, china, glass and silver that is always clean, polished and free of visible wear and tear. 15 Retrieve appropriate items for set-ups
25、. 10 Clear tables and buffets using trays and tray stands. 10 Communicate with supervisors and co-workers in a courteous manner at all times. Other: Regular attendance in conformance to the standards, which may be established by Hilton from time to time, is essential to the successful performance of
26、 this position. Employees with irregular attendance will be subject to disciplinary action, up to and including termination of employment. Due to the cyclical nature of the hospitality industry, employees may be required to work varying schedules to reflect the business needs of the hotel. Upon empl
27、oyment, all employees are required to fully comply with Hilton rules and regulations for the safe and efficient operation of hotel facilities. Employees who violate Hotel rules and regulations will be subject to disciplinary action, up to and including termination of employment. Supporting Functions
28、: In addition to performance of the essential functions, this position may be required to perform a combination of the following supportive functions, with the percentage of time performing each function to be solely determined by the supervisor based upon the particular requirements of the hotel. P
29、erform any general cleaning tasks using standard hotel cleaning products as assigned by supervisor to adhere to health standards. Perform other duties and responsibilities as requested (i.e. special guest requests.) Must adhere to all Federal, State, and Corporate liquor regulations pertaining to se
30、rving alcoholic beverages to minors and intoxicated guests to insure all laws are being followed. Other duties as assigned by the Banquet Manager. SPECIFIC JOB KNOWLEDGE, SKILLS AND ABILITY The individual must possess the following knowledge, skills and abilities and be able to explain and demonstra
31、te that he or she can perform the essential functions of the job, with or without reasonable accommodation, using some other combination of skills and abilities. Strong knowledge of food and beverage preparation and service of various alcoholic beverages, and liquor laws in serving underage people.
32、Must know service of beverages, and liquor laws in serving underage people. Working knowledge of the appropriate table settings, service ware, and menu items. Ability to fully follow supervisors directions. Ability to read, speak, and write English sufficient to understand menus and special promotio
33、ns, communicate with the guests in a professional manner, assist guests with special requests, and to take orders. Ability to remember and recite menu items. Ability to carry trays weighing up to 30 lbs. through a crowded room on a continuous basis throughout shift. Must be able to push and pull wei
34、ght equaling 100 lbs. Manual dexterity of hands in order to manipulate serving spoons, trays, etc. Ability to perform duties within extreme temperature and noise ranges. QUALIFICATION STANDARDS Education: Any combination of education and experience equivalent that provides the required knowledge, sk
35、ills, and abilities. High school education required. Computer Skills: Point of sale system. Experience: One to five year previous food and beverage serving experience. Licenses or Certificates: Ability to obtain any government required licenses or certificates. CPR certification and/or First Aid tra
36、ining preferred. Grooming: All employees must maintain a neat, clean, and well-groomed appearance (specific standards available). Other: Must be of legal serving age. Additional language ability preferred. INTRODUCING: 100% Customer Satisfaction Product Service, Food and Beverage SALES ACTIVITY AFTE
37、R SALES Knowledge, Training, Service, Courtesy Aggressive Sales, Relationship to our Better than competitors Customer ? Page 12 100% Customer Satisfaction CULTURE Hotel as Facility Hotel Image Build Up Through each Individual Employee A satisfied customer is happy, buys more, will come more often, i
38、s more LOYAL and will pay more. If you are able to exceed the customers expectations, they will become a repeat customer. When they come back their expectations of satisfaction will be higher than the first time. Therefore, we have to set our goal to a constant customer satisfaction and treat our re
39、peat customers as V.I.P.s.? Page 13 100% Guest Satisfaction INTRODUCTION This program is designed for you, the employee of our Hotel. The basic program presents the skills you need to provide our guests with a satisfying experience. It consists of: 1. Eight Basic skills applicable to all situations:
40、 a. Focusing on the Guest. (To provide the courtesy, pleasantness, and attentiveness the guest expects.) b. Providing efficient service. c. Enhancing self-esteem. (To make the guest feel valued in our hotels.) d. Building Rapport. (Making the guests feel you understand their needs.) e. Providing Exp
41、lanations and Information. (To ensure the guest understands the reasons for policies and your actions.) f. Determining guest needs. g. Explaining Hotel Services. (To present hotel services to the guest in a way that enhances understanding and desire to use those services.) h. Referring. (How and whe
42、n to refer a guest to another employee.) 2. The basic Guest Interaction. (The steps in a situation in which the guest has no concerns or objections.) 3. Five additional situations: a. Helping more that one guest at a time. b. Handling a delayed service. (How to minimize guest dissatisfaction when a
43、service is delayed.) c. Satisfying an impatient guest. (What to do when a waiting guest becomes impatient.) d. Satisfying a guest when a service is unavailable. (What to do when a guest wants something that you cannot provide.) e. Handling a demanding guest. (How to satisfy “particular” guests.) The
44、 skills learned in this program can be immediately applied on the job. The benefits to you in using the skills are: You will be able to increase guest satisfaction. You will be able to handle difficult situations better, which reduces frustration. You will experience personal growth, which provides
45、a feeling of self-satisfaction. ? Page 14 BASICS OF SERVICE Section 3 ? Page 15 QUALITY-COURTEOUS SERVICE These three aspects of your business are very important to Hilton image. Hilton is known as the nations leader in quality of product, friendly and helpful employees, and superb service. By carry
46、ing on these qualities, we will be insuring our customers satisfaction and ultimately our own reward. Quality We will know that our Hotel intends to offer the highest quality products at all times; therefore, it is our responsibility to carry out this pledge. If as a manager of a department, we see
47、something that is not up to our standards, we must then move to correct it. If as a waiter or waitress, we are not pleased and proud of the food we are serving, then we should not serve it. The idea of quality must be involved in everything we do during our daily routine. Courtesy The guests we meet
48、 and service each day are the lifeline of our Hotel and our own personal livelihood. Therefore, we must take it upon ourselves to answer to our guests and insure their satisfaction. This may not be easy as we are dealing with human beings, both our guests and ourselves. If we are not feeling particu
49、larly well and we have a troublesome problem with a guest, we must remember this idea of courtesy. It is through our actions in dealing with guests on a daily basis that we will build the business of our Hotel. Service Our Hotel may offer the finest of all cuisine; however, if it is not coupled with
50、 excellent service, our customers will not be satisfied. The total dining experience is a blend of good food and good service. This manual will outline points of service that are important to your area. If there are further questions on the fine points of service, please ask your supervisor. Staffin
