1、 Banquet Captain, Greet-Supervise-Monitor Purpose Ensure successful service Start Beginning of service Materials Tickets, Bar Ticket report, Consumption report Actions: This is how we do it: 1. Greet guests Make an introduction to the group contact prior to guests entering the room. Assist in greeti
2、ng the guests by smiling, maintaining eye contact and using the guest name whenever possible as you welcome the guests. Convey a welcoming attitude as this is the most important step in making sure the guests have a positive experience. 2. Supervise service Conduct walkthroughs of all areas of servi
3、ce during the shift. Observe and critique Team Member performance. Assist in service by directing traffic, anticipating problems and filling in when needed. Visually monitor the service in each station and the performance of each bartender/server while being discreet and unobtrusive. 3. Monitor cash
4、ier procedures Monitor cashiering procedures to ensure accounting standards are being followed. Have cashier sign and verify all tickets amounts, ticket numbers and petty cash procedures. Review all procedures and have bartender sign the bartender ticket sheet. Review all cash sales, room charges, c
5、redit card charges and note all ticket sales on the ticket report. Result Team is prepared to provide service to the guests expectations Task Organize what is needed for the days events; introduce contact; greet guests; and monitor cask and pour at the bar. Standards Group Contact is introduced. Gue
6、sts are welcomed. Accounting procedures followed. Learners Page Banquet Captain, Greet-Supervise-Monitor Introduce Yourself, the task, expectations for the learner and how testing is conducted. SALT attributes impacted: Quality of F&B with the Meeting, Helpfulness of the Catering/Banquets Staff, Ove
7、rall Meeting/Convention Experience Demonstrate When To Start and Materials Start task at the beginning of service. Materials: Bar tickets, Bar ticket report, consumption report Use job rehearsal to demonstrate steps and brand attributes to enhance performance Focus learner on what they should notice
8、 step by step, including safety. Demonstrate the practical application of each brand attribute for this task. Gracious Honored to be your host; your comfort and well being are our greatest concern. Warm, thoughtful, respectful. Engaging A meaningful and personal dialog. Being genuinely interested, r
9、espectful and very responsive. Caring Demonstrate attentiveness, thoughtfulness. Team wide anticipatory concern and dependability. Make a Difference A moment of truth, a call to action, raising the bar on insightful, proactive problem solving. Even small actions have a profound effect. Demonstrate t
10、he Result and Task Standards The team is prepared to meet and exceed guest expectations; introductions with the Group Contact; greet guests upon arrival; and monitor bar transactions. Practice for Skill Learner demonstrates and explains each step in the task during practice. Trainer- Check for error
11、s and correct them immediately, review standards. Task is performed and explained to standard independently of trainer to obtain mastery of skill. Test for knowledge . Q. What must you do prior to guests entering the room? A. Make an introduction to the guest contact. Q. How must you assist in greet
12、ing the guests? A. By smiling, maintaining eye contact and using the guest name whenever possible. Q. What is the most important step to making sure that the guests have a positive experience? A. Conveying a welcoming attitude. Q. What must you conduct during the shift? A. Walkthroughs of all areas
13、of service. Q. What must you observe and critique? A. Team Member performance. Q. How must you assist in bar service? A. By directing traffic, anticipating problems and filling in when needed. Q. What must you visually monitor while being discreet and unobtrusive? A. The service in each station and
14、the performance of each bartender. Q. Why must you monitor cashiering procedures? A. To ensure accounting standards are being followed. Q. What must you have the cashier sign and verify? A. All ticket amounts, ticket numbers and petty cash procedures. Q. What must you have the bartender sign? A. The
15、 bartender ticket sheet. Q. What must you review? A. All cash sales, room charges, credit card charges and note all ticket sales on the ticket report. Follow-up Note: Use the Job Rehearsal as the skill check Task knowledge demonstrated and explained to standard in actual job conditions; observed and approved by manager of department. Department Quiz completed to 100% accuracy. Trainers Page
