OPERATIONS MANUAL
Tablervice for banquet functions offer our guests the same basic quality of rvice found in the formal restaurant, streamlined for quick, efficient performance. The Basic Service Rules are followed by the rvice team, which consists of rvice attendants and banquet captains. Becau Banquet rvice must in most cas avoid time-consuming procedures, tableside preparations are limited only to VIP and special functions. Tablervice at Banquet functions is, generally speaking, American style rvice.
The cover or place tting for banquets follows the same general pattern for formal table appointment. (Refer to Table Appointment.) There are some exceptions, however, in many cas, a show plate is not ud; the cloth napkin may be placed in the centre of the cover or to the left of the fork tting. Except for the most formal VIP dinner parties, all the flatware and glass, including coffee cup and saucer, that are needed for the complete meal are t on the table beforehand. Ice water is poured before the guests are ated. The appetizer, or salad, may be pre-t.
When the meal commences, rvice proceeds according to the Basic Service Rules, tting food from the guest's left, beverages from the right, and clearing from the right. Each cour is completely rved, and cleared, by the rvice crew.
Since the meal has been plated in the kitchen and must often travel a considerable distance to the banquet area, it is most important that rvice proceeds promptly once it has started. In this regard, the rvice team must be well-organized and prepared, and its members must work in coordination with each other.
POLICIES PROCEDURES MANUAL
ENQUIRIES
l. Upon receiving an enquiry, an enquiry form have to be filled in order to obtain information on client requirement for the function.
2. All enquiry forms have to be in duplicate copies (2 copies).
3. Original copy for filing and tracing and duplicate copy for sales person to follow
up on space availability tracing and to reply to client.
4. When answering to client questions, plea do not give answer that you are not
sure of, it is best to refer the question to sales person or banquet manager in order not to commit ourlves
5. Always check space availability from banquet diary for date requested by client.
6. All completed enquiries forms have to be endord by banquet manager before
replying to client, written reply to client enquiry or proposal have to be done on the same day or the day after latest.
Note :
a) Should proposal be nt, function space have to be tentatively blocked.
b) Only the banquet manager or his cretary are authorid to register booking in
秉烛夜谈the banquet diary.
c) Trace dates must be followed up so that :-
- You do not hold booking that are not going to confirm.
- Avoid holding more than one tentative date for any booking.
d) Enquiry cha system :学习歌曲
Enquiry cha system is to maximi the ability to convert enquiries to confirm
booking.
唯物辩证法的核心Example : Original copy for administration cha filed A-Z.
Duplicate copy for enquiry cha copy filed 1 to 31, date.
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POLICIES PROCEDURES MANUAL
e) You should never turn away an enquiry, on the strength of a tentative booking
being held in the diary.
POLICIES PROCEDURES MANUAL花中第一流
BANQUET ENQUIRIES AND FUNCTION ROOM BOOKING FORM
(For Sales Department only)
Enquiry and function room booking form must be filled in 3 duplicate copies reason being :
Original copy - Retain by sales for reference and follow up.
Second copy - To be nt back and forth from sales to banquet for booking or
amendment.
Third copy - To be kept by banquet for record and follow up.
< : Upon completing the form, original will be kept by sales at all time. Second and
third to be nt to banquet for booking. Banquet will then action accordingly, endor and return c萤火虫
ond copy to sales and keep third copy for reference and follow up.
Amendment : Only the cond copy will be nt to banquet for amendment, once done the copy will be returned to sales.
TRACE AND HANDOVER
Enquiries and tentative booking will be traced and follow up by sales until the event is confirmed and contract letter nt.
A copy of the contract letter should be given to banquet, at the same time handover the account to banquet to prepare event order.
Note:
All event order will be issued to department concern two weeks prior to date of function. Therefore confirmed Account must be handed over to banquet three weeks prior to date of function.
POLICIES PROCEDURES MANUAL
CORRESPONDENCE
1. All correspondence must have duplicate copies (3 copies).Original copy for
customer, one copy for master file and one copy for sales person to follow up.
2 There are five types of standard letters :
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a) Enquiry letter
b) Proposal letter
c) Confirmation letter
d) Cancellation letter
e) Thank you letter
TRACE
The day that you contact the client will depend on the client's progress towards making the decision.
The trace date should be agreed with the client at the time of enquiry, tentative .booking or confirmed.
足底脱皮Example :If it is a committee decision on 27 December your trace date should be 27 Dec.
Whenever the business is important to the hotel and the client will not agree to visit the property, an appointment should be sought for a sales person to visit the client. Obviously, if this involves a long journey out of town, it may not be feasible, though if it is very important booking, the travelling may be worthwhile. The banquet department should actually try to t a suitable day or time with the client.
You should have agreed the trace date with the client. If this hasn't been possible, follow up as soon as you expect your letter to have arrived on this desk.
