The Lalit Outdoor Catering Policy - iamlalit.com Lalit Outdoor Catering SOP Aug 14.pdf · Reference...

The Lalit Outdoor Catering Policy Reference No: ODCP2014

Effective date: 25/08/2014 SOP approved by:

SOP Author:

FOOD & BEVERAGE OUTDOOR CATERING Table of content

1. GENERAL Grooming standards Staff Policy Serving Our Guest - Our First and Last Impression Maintaining Professionalism Speaking With Guests Lost and Found Introduction Outdoor Catering Greeting and Welcoming Guest Bid Farewell General Staffing Guidelines Setting-up Function Area Breaking down Function Area Stewarding and Supervisor Duties Outdoor Catering Supervisor Opening Duties Outdoor Catering Supervisor Closing Duties Movement of Outdoor Catering Furniture and Equipment Booths/Exhibit/Display Fire Extinguishers at Flambé/Cooking Stations Transportation of Outdoor Catering Chairs Rate Guidelines

2. SERVICE Water Service White Wine Service Red Wine Service Sparkling Wine Service Cordial/Brandy/Port Service Loading and lifting food on tray/ trolley Plate service cleanup Cleaning a table during service Buffet menu item signage

3. STEWARDING EQUIPMENT PULL SHEET 4. OUTDOOR CATERING CHECKLIST 1 5. OUTDOOR CATERING CHECKLIST 2 5 SECURITY CHECK LIST 6 SECURITY CHECK PROCESS FLOW



SOP Author:

FOOD & BEVERAGE OUTDOOR CATERING Grooming standards Grooming standards As service associates, all should take pride in their appearance in order to maintain a professional image. The following list acts as the standard for all service associates to follow. It should be noted that these standards are not simply guidelines but actual standards and must adhered to at all times.

LADIES Hair - Tied back if below collar length

- Black hair accessories only (E.g. clips, ribbon)

- Should be neat & clean - Natural hair colour, no dying or Colouring - No extremes in style. - In front it should not drop below eye level

Jewelry - Only gold, silver or pearl studs may be worn.

- Only one earring per ear, worn in pairs only - Wedding/engagement/ Eternity rings only. - Watches to be kept subtle - No bracelets or wristbands. - No anklets - Neck chains not to be on outside of uniforms - No other form of jewelry - Simple is elegant

Make-up - To be subtle when worn. - To be used to enhance your individual Appearance and that of the team as a whole. - No nail polish to be worn. - Finger nails to be kept clean, neatly manicured and not too long.

Shoes - Plain skin colour stockings without ladders - Open toed shoes, no patterned shoes. - Shoes are to be polished regularly. - No excessive points, bows, buckles etc. - No patent leather

GENTLEMEN - Length should not exceed below collar length - Should be neat & clean - Natural hair colour, no dying or colouring - No extremes in style. - Avoid excessive hair creams/gels with strong fragrances. - Only wedding band and watch may be worn - Watches subtle - No earring allowed - No bracelets or wrist bands.

- Nil to be won - Clean shaven. - Nails should be short, clean & neatly trimmed

- Well polished black shoes with black socks( no boots)

Uniform - All Uniforms for ODC staff to not have any pockets, all staff to refrain from using mobiles and other items while on shift.

- Ensure that their uniform is clean and well pressed at all times During their shift. Please remember that your uniform should Be worn with pride.

- Unauthorized alterations are not permitted. Grooming Kit - To be available at every ODC site as part of standard equipment, all personnel are responsible to ensure

that they adhere to The Lalit’s grooming standard



SOP Author:

FOOD & BEVERAGE OUTDOOR CATERING Staff Policy 1. Contractual Staff: There will no contractual staff for any ODC (50-75 pax). In case of a bigger gathering Contractual staff will only

be used for set up’s and back area. All front facing/service team has to be from our full time team. 2. Mobile Policy: No staff to carry personal mobiles. Only official mobiles are allowed. 3. Personal Belonging: No staff will be allowed to carry any of their personal belonging including their wallets. 4. Staff Verification: All staff working for an ODC will have to be verified with the following checks: a. PCC b. Government ID c. Bank Details d. Finger Prints e. Personal Address with contact details f. Immediate Family/Parents details. 5. Declaration: All staff members are required to sign a self Declaration based on honesty & integrity. 6. Grooming: As service associates, all should take pride in their appearance in order to maintain a professional

image. The following list acts as the standard for all service associates to follow. It should be noted that this standards are not simply guidelines but actual standards and must adhered to at all times. Detailed Grooming SOP to be referred. During set up the staff to wear The Lalit Red T shirt.



SOP Author:

FOOD & BEVERAGE OUTDOOR CATERING Serving Our Guests - Our First and Last Impression Serving Our Guests - Our First and Last Impression even in an Outdoor we represent The Lalit Brand The most important element of your job is to make every guest feel important, welcomed and valued by projecting a genuine warmth and friendliness. Your duties should never detract from your efforts to make a positive lasting impression on all our guests.

• Greet all guests with a smile and a positive attitude that says, “Welcome, we are happy you’re here.” • Smile, make eye contact and engage in pleasant but brief conversation. • Never allow a guest to leave dissatisfied.



SOP Author:

FOOD & BEVERAGE OUTDOOR CATERING Maintaining Professionalism Maintaining Professionalism

Projecting a positive and professional attitude is vital to providing exemplary service to our guests. This includes the manner in which we conduct ourselves as well as how we interact with our guests and our fellow associates.

Generally: • Always remain friendly and professional. • Always smile and make eye contact. • Do not chew gum, eat or drink anything while in public areas. • Do not speak louder than is necessary; maintain a quiet atmosphere for the guests. • Always stand with a straight posture; never lean or slouch. Keep your hands at your sides and never have your arms folded or hands in your pockets. With Guests: • Always be courteous and give the right-of-way. • Always strive to ensure that your guests’ expectations have been exceeded. • Always use a guest’s name whenever possible. • Never stand with your back to a guest. • Do not speak to your guests in a foreign language unless the guest initiates the conversation or cannot speak English (or the local language). With Associates: • Never carry on conversations with fellow associates in a regional language. • Never make derogatory remarks about your guests or fellow associates. • Never conduct personal conversations in the presence of guests. • Do not stand in groups in public areas.



SOP Author:

FOOD & BEVERAGE OUTDOOR CATERING Speaking With Guests Speaking With Guests

Every time you speak with a guest, you have the opportunity to create a positive impression of the THE LALIT. Positive guest interaction increases guest satisfaction and loyalty as well as provides us with vital information we can use to improve our services.

• Always use a positive tone that displays genuine concern. • Practice active listening. Active listening is the ability to focus your full attention on the current call or guest interaction and respond in an appropriate manner. • Maintain eye contact when speaking to guests. • Remain patient if asked to repeat or explain something again. • Always use the guest’s name, if known. • When you do not know their name, use “Sir” or “Madam”. • Whenever referring to the hotel or its F&B venues, never use the terms, “they”, “them” and “theirs”, always use “we”, “us” and “ours”. • Never inquire into the personal affairs of the guest. • Accurately answer all questions. If you do not know the answer, do not say, “I don’t know.”

Instead, tell the guest that you will find out and go get the answer as quickly as possible. NEVER refer the guest to someone else. NEVER give inaccurate information.

• Go the extra mile!



SOP Author:

FOOD & BEVERAGE OUTDOOR CATERING LOST & FOUND LOST & FOUND • Any lost and found item must be reported to the following departments immediately:

- Duty Outdoor Catering in charge - Duty Assistant Manager (Front Office) - Security - Catering Office (Sales Manager in charge of the event) during office hours - Contact person of the event

• Once recorded, the found item will be passed to Housekeeping’s “Lost and Found” department after it has been brought back to the hotel • A lost and found report must be filled out and signed by the Outdoor Catering Operations Manager or his assistant. Make a copy attached to the logbook and file the original. • If the item is found by guest, name and contact details of the gust must be obtained and recorded into the report. • Lost and found item only belongs to the owner and it is prohibited to remove such item away from hotel’s premises. • All lost and found items must be reported regardless of their values.



SOP Author:

FOOD & BEVERAGE OUTDOOR CATERING Introduction: Outdoor Catering Introduction: Outdoor Catering THE LALIT will be established in the marketplace as the premier location for Outdoor Caterings, receptions, meetings, weddings and charitable events. THE LALIT will provide highly professional, well-trained associates who are dedicated to quality service. THE LALIT associates have been given the responsibility as well as the authority to satisfy the guest’s needs. The Outdoor Catering section is a part of the banquets Department which is the largest contributor of revenue and profit to the hotel’s Food & Beverage Division. The functions serviced by the Outdoor Catering Department represent one of the most visible aspects of the hotel to the local market. As a result, it is critical that the hotel’s Outdoor Catering Department be aggressively marketed and that all Outdoor Catering functions are properly executed. This responsibility is assigned to three departments. • Catering Sales associates solicit and book functions • Production associates plans and produce food for functions • Outdoor Catering Department associates execute these functions Although good communication skills are important throughout all areas of the hotels, it is critical in the Outdoor Catering Department. The Outdoor Catering Manager must be made aware of all guest requirements to ensure that appropriate services are delivered as promised. Likewise, the Catering Sales Manager who books the event should receive feedback after each function. The support team (Culinary, Stewarding, Beverage, Purchasing, Laundry, Engineering, Housekeeping, Front Office, Audio-Visual, Accounting and Human Resources Departments) must also receive direct communication regarding scheduled events. Outdoor Catering Management Duties Satisfactory performance with request to operations shall be attained when: • Each associate reports to work on time, wearing a clean uniform, including name tag, and

adheres to the standards of dress and appearance according to the standards. • Outdoor Catering room setups are completed 30 minutes prior to each function. All setups are perfect and are completed in accordance with the function plan. • Function rooms are always maintained in perfect condition: maintenance, service equipment and

cleanliness. • Roll calls are held 30 minutes before doors open. • Each associate understands the menu and service procedures prior to the start of each function. Satisfactory performance with respect to guest satisfaction shall be attained when: • The host is greeted prior to start of function. The Supervisor maintains contact with the host

periodically throughout the function. The Supervisor does not leave until function is over. • All guests are served according to established service procedures and the function plan. • There are no unresolved guest complaints. • All guest-related problems are brought to the attention of the Outdoor Catering Manager immediately and

noted on the Supervisor’s report. • Guest interaction is conducted per standards.



SOP Author:

FOOD & BEVERAGE OUTDOOR CATERING Greeting/Welcoming Guest Greeting/Welcoming Guest All designated associates shall greet guests. Guests’ names, if known, shall be used in greeting. The new guest shall be greeted with the same cordiality as a regular guest. .Guest expects to be greeted warmly, courteously and professionally. And we want our guest to feel respected and welcome. Warm feeling create good feeling in the hearts of guest so they want to return... Associates shall use the following greeting: “Good evening, ladies & gentlemen, my name is John; I will be looking after your table tonight, Once the associate is introduced (by name) to the guest (by name), the associate shall use the name throughout the meal period



SOP Author:

FOOD & BEVERAGE OUTDOOR CATERING Bid Farewell Bid Farewell • When a guest leaves the Outdoor Catering function it is important to thank all guests. It is just as important to bid them a good day as they leave, as it is to greet them when they enter the function. Remember to use their name if known! • It is everyone’s responsibility to bid the guest a farewell when a guest is leaving, no matter what job responsibility or task you may be doing.



SOP Author:

FOOD & BEVERAGE OUTDOOR CATERING General Staffing Guidelines General Staffing Guidelines Please note: Union hotels should refer to contract staffing guidelines. Plated Lunch

• One Supervisor per 200 guests • One Server per 10-15 guests (two tables maximum) • No items preset unless arranged

Plated Dinner • One Supervisor per 200 guest’s • One Server per 10-15 guests • No items preset unless arranged

Plated Breakfast

• One Server per 20 guests Buffet

• One Buffet line per 150 guests Buffet Service

• One Supervisor up to 250 guests • One Server per 20 guests. • Two servers per buffet line.

Cash Bars • One Bartender per 100-125 guests • One Cashier (with tickets) per every two bars. • One Server per 75 guests, cleanup



SOP Author:

Cash Food or Beverage Function

• One Cashier for every two bars.

Continental Breakfast • One Server per 30 guests

Coffee Service • One Server per 50 guests

Hosted Bars • One Bartender per 100 guests

Reception Service • One Server per 50 guests • One Supervisor per 200 guests



SOP Author:

FOOD & BEVERAGE OUTDOOR CATERING Venue Setup Guidelines Venue Setup Guidelines The venue setup shall be completed the night before for all venues scheduled for breakfast service or early morning functions. For all other functions, venues shall be set approximately or more before the start of the function. If the venue is being turned over (functions scheduled back to back), then the re-set shall be conducted as quickly as possible between meetings or functions. When setting up tables in function venues (i.e. “U”, “E”, and “T” shapes or conference-style setups) all tables shall be centered in the venue and must be placed straight. Tablecloths shall be placed on the tables with the crease up. The tablecloths shall run along the centers of the tables, up and down the entire venue. Ends of tablecloths shall be folded under on tops of tables. Inside of U-shape and hollow square configurations must be skirted. All linens shall be free of tears, stains of ragged edges and shall be properly pressed. The, water pitchers and glasses shall all line up.

Tables, chairs, platforms, etc. required for the physical layout of the venue, shall be provided by the designated House person. In addition, the House persons are assigned to:

• Ensure that all function venue setups conform completely to the specific information on the function sheet. (Chair counts shall conform to the required seating). • Deliver and place freshly filled ice water pitchers for all meetings. • Check and install all function equipment, such as easels, telephones, chalkboards, chalk, erasers, etc. Electrical cords shall be taped down where necessary. • Arrange the foyer. All furniture and registration tables shall be positioned correctly in accordance with the predetermined floor plan. • Check lighting in all the function venues and notify the opening Manager and the Property Maintenance Department immediately if light bulbs require replacement. • Ensure that all floors are neat and clean. House persons shall vacuum or sweep, if necessary, paying special attention to the corners and edges of the venue.

Upon completion of the preceding duties, the Supervisor shall inspect the function venue for torn or stained tablecloths, adequate number of ashtrays, taped -down electrical cords, untidy floors and corners, neatness of table and stage skirting, correct number of chairs and any faulty or damaged equipment. A safety checklist shall be followed.



SOP Author:

FOOD & BEVERAGE OUTDOOR CATERING Breaking Down Function Venues Breaking Down Function Venues Meeting and function rooms must appear to be clean and attractive at all times. All furniture and equipment shall be removed from function rooms when not in use. After completion of a function, chairs shall be stacked to allow the cleaning of the floor prior to the next function. The height of the chair stacks shall depend on the configuration planned for the next function in the room. If the chairs are to be removed, they shall be stacked ten high. This allows for faster transportation and the most efficient use of storage space. Damaged or soiled chairs shall be set aside for cleaning, replacement or repair during the chair-stacking process.

• Tables shall be stacked on table dollies for removal to appropriate storage area. Proper safety precautions shall be observed when moving all furniture and equipment. • Chairs are transported on chair dollies as previously described. Public areas shall be avoided whenever possible. • All unneeded furniture and equipment shall be returned to the proper storage area. All storage areas shall be clean and organized. • Lights and air conditioner shall be turned off. • The function room shall be secured. • A closing inspection checklist shall be completed.



SOP Author:

FOOD & BEVERAGE OUTDOOR CATERING Stewarding and Supervisor Duties Stewarding and Supervisor Duties A daily meeting shall be held to review the next day’s Outdoor Catering functions. The meeting shall be attended by the Outdoor Catering Manager, Catering/Convention Services Manager, Beverage Manager, Executive Chef and the Executive Steward. The Function Sheet shall contain all the information required to carry out the function. This information shall include the name of the organization and its contact person, the purpose and length of the function, the starting time, the room setup, the menu, and the anticipated number of guests. All stewarding staff assigned to a function will have a copy of the function sheet. The Outdoor Catering Manager/Supervisor provides the Executive Chef and the Executive Steward with the guarantees (the number of guests for whom the client has paid). Based on this information, the Executive Chef plans the food preparation and the Executive Steward plans the function setup. This entails preparing adequate staffing, equipment, and supplies, and finalizing the event scheduling. On the day of the function, the Executive Steward supervises the following

• Location of the Outdoor Catering-room service area. • Delivery of equipment to function room. • Labeling of carts with the name and location of the function. • Delivery of the carts to the appropriate area of the function room (one-half hour prior to the function). • Storage or refrigeration of the carts at the proper temperature (where refrigeration is not available, deliver carts no more than 30 minutes prior to function). • Coffee service setup.

At service time, the Outdoor Catering Manager/Supervisor takes a count of all empty seats and that number is deducted from the total set. The actual number of guests is given to the Executive Chef who supervises the dish up of the food in the kitchen. The Steward supervises the loading of the carts and the transfer of the carts to the Outdoor Catering room. At the signal of the Outdoor Catering Manager/Supervisor, the Stewards assist the Outdoor Catering Servers with the loading of trays for service to the guests. At the end of the function, the servers return all tableware to the function room service area. The Steward supervises the loading and return of the carts to the appropriate places (reusable condiments, etc. to the kitchen, tableware to the dish room). See the Stewarding Equipment Pull Sheet in the appendix at the end of this document.



SOP Author:

FOOD & BEVERAGE OUTDOOR CATERING Outdoor Catering Supervisor Opening Duties Outdoor Catering Supervisor Opening Duties The Outdoor Catering Supervisor shall:

1. Check voicemail and email. 2. Place parlor cards in appropriate holder. Check for correct spelling and time. 3. Review staffing. 4. Follow Captain’s Checklist. See the Captain’s Checklist in the appendix at the end of this document.



SOP Author:

FOOD & BEVERAGE OUTDOOR CATERING Outdoor Catering Supervisor Closing Duties Outdoor Catering Supervisor Closing Duties An Outdoor Catering Department Supervisor shall remain on duty until all the functions have been completed. The following procedures will be completed before the Supervisor leaves.

• All the function venues are thoroughly cleaned by the Servers at the completion of any and all food functions. • The House persons complete the physical setup for the next day’s business. • Complete the post-function critique and attached the Captain’s Report to the B.E.O. for distribution. • All function venue doors are locked. • All function venue lights, sound systems and HVAC systems are turned off. • All drapes in the function venues are closed. • The Supervisor shall ensure that all foyers are cleared. • The Supervisor shall verify that all the final changes are noted for the next day’s functions. • Any additional staffing required for the next day has been contacted or a message has been left for the opening Supervisor to do so. (Also, the Supervisor shall check to see if any additional equipment needs to be ordered.) • The Outdoor Catering office is neat and orderly. • The closing checklist is completed. • The pager and keys are returned to Security. • All Outdoor Catering guest checks are completed, posted and turned in to Night Audit. • The logbook is completed and left in the designated area. • The Outdoor Catering Manager or Supervisor will complete a Supervisor’s Report at the completion of each function held.

See the Captain’s Report in the appendix at the end of this document. Full time associate Duties



SOP Author:

FOOD & BEVERAGE OUTDOOR CATERING Movement of Outdoor Catering Furniture and Equipment Movement of Outdoor Catering Furniture and Equipment From the instructions given by the Supervisor, the associate shall load the necessary tables onto table trucks from the storage area. Associates shall not:

• Overload trucks. • Use defective trucks.

The associate shall move to trucks in a safe manner to the work location.

• Two associates shall work as a team. One associate shall pull and steer, the second associate shall push. • The team shall pull the truck onto elevators rather than pushing.

Using the function information sheet, the associate shall determine number of chairs required. The associate shall load and move the chairs from chair storage area on chair dollies to the work location. The chairs shall be moved by two persons. Safety precautions shall be observed. An open line of vision must be maintained during the transport. Public areas shall be avoided whenever possible. Per the function instruction sheet, determine the requirements for miscellaneous items, (e.g., linen, blackboards, corkboards, chalk, erasers, easel, etc.). The associate shall transport the necessary items to the work location.



SOP Author:

FOOD & BEVERAGE OUTDOOR CATERING Storing Outdoor Catering Equipment and Furniture Storing Outdoor Catering Equipment and Furniture Outdoor Catering associates shall be responsible for storing all equipment and furniture.

• Designated areas and pars shall be assigned for specific kinds and sizes of equipment. These designated areas shall be marked appropriately. • Furniture and equipment must be maintained in good condition at all times. Furniture shall be dusted or wiped down prior to every function. Damaged equipment shall be reported to a supervisor and removed from inventory. Damaged upholstery must also be reported to a supervisor. Damaged equipment shall be sent to Engineering for repair. • Storage areas shall be kept clean and free of debris at all times. • Equipment storage in service corridors must conform to local fire ordinances.

A master Outdoor Catering equipment inventory list must be maintained and updated semiannually.



SOP Author:

FOOD & BEVERAGE OUTDOOR CATERING Booths, Exhibit and Displays Booths, Exhibit and Displays There is no standard setup for displays, booths or exhibits. The function instruction sheet shall provide all the required information for erection of booths, exhibits and displays. Since the requirements will vary, a floor plan must be provided. Ensure that fire exits remain clear and configurations conform to the fire code regulations for aisle width, distance from sprinklers, etc. All clients shall be instructed to direct freight or other deliveries to the hotel's loading dock. Loading or unloading of equipment or supplies through the public entrances or through any public areas is strictly prohibited. Note: Display of Motor Vehicles any automobile, motorcycle, truck, boat, or other equipment burning Class I fuel shall comply with the following requirements 1. There shall be no fuel in one-or-two piston engines. 2. The fuel supply in engines larger than two pistons shall be a maximum of five gallons (2 liters). 3. Any battery or power source for the engines shall be disconnected. 4. There shall be no operation of any internal combustion engine, unless approved in writing by the Fire Prevention Bureau. 5. Local laws and regulations shall be followed.



SOP Author:

FOOD & BEVERAGE OUTDOOR CATERING Fire Extinguishers at Flambé / Cooking Stations Fire Extinguishers at Flambé / Cooking Stations It is a standard that all local fire regulations shall be adhered to at all times regarding the use of flambé and cooking stations. A fire extinguisher shall be present at any cooking or flambé station (whether it be an inside or outside function). This is of paramount importance for safety reasons and fire prevention.



SOP Author:

FOOD & BEVERAGE OUTDOOR CATERING Guidelines for the Handling of Service Ware Guidelines for the Handling of Service Ware

• Stem glasses shall be carried with the stems between the fingers, the bases above and the globes below. • Associates shall avoid handling cups and glasses by the rims, even when they are dirty. • Associates shall carry flatware on a plate, with a napkin. Nest spoons and forks against each other. • Associates shall not touch the part of flatware that comes in contact with customers’ lips or food. • When carrying large quantities of flatware, associates shall cover flatware with a clean service cloth. • Associates shall hold plates by the rim, no more than three plates at a time. Associates shall not allow fingers to touch the inner part of plates. • Associates shall practice holding plate’s level. • Associates shall place dishes and cups with the handles to the right and slightly angled (pointing to about five o’clock from the customer’s point of view). • Associates shall place full dinner plates with the main item (the meat) facing the customer.



SOP Author:

FOOD & BEVERAGE OUTDOOR CATERING Transportation of Outdoor Catering Chairs Transportation of Outdoor Catering Chairs To prevent damage to carpets, hand trucks (chair trolley) are to be used at all times when moving Outdoor Catering chairs.



SOP Author:

FOOD & BEVERAGE OUTDOOR CATERING Rate Guidelines 1. Banquet Rate Grid: Banquet rate grid to be followed. 2. ODC Charges: Separate ODC charges to be part of the quote. Standard to be followed is 25% extra of the selling price. It can be in built in the Banquet rate quote as well if required.

3. Transportation Charges: Transportation to be charged on actual. 4. Set up Charges: Guest to be offered our empanelled vendors to do the set up at the venue (Pre dominantly social events). Guest to pay directly to the vendor.



SOP Author:

FOOD & BEVERAGE OUTDOOR CATERING Water Service 2. SERVICE BEVERAGE SERVICE Water Service When serving bottled water, a guest must always get a choice of sparkling or still. A server must never carry a bottle in the left hand and a bottle in the right when we give out guest’s a choice. One server should have the still and one should have the sparkling, trailing the other server. When serving water, we will use a serviette folded in a 4 inch square in our left hand and the bottle of water in the right hand. The guest will be served from the right side with the right hand, placing the serviette (splash guard) between the guest and the water glass with the left hand.



SOP Author:

FOOD & BEVERAGE OUTDOOR CATERING White Wine Service White Wine Service 1st Preference - Open the bottle in a bucket and stand to the host’s right and return to that bucket. 2nd Preference - Open the bottle on a side table and place in a bucket and stand to the host’s right OR in a cooler on an underliner on the table. 3rd Preference - Open the bottle in the air and place in a bucket and stand to the host’s right OR in a cooler on an underliner on the table.



SOP Author:

FOOD & BEVERAGE OUTDOOR CATERING Red Wine Service Red Wine Service 1st Preference - Open the bottle on a side table, then place on an underliner on the table. 2nd Preference - Open the bottle in the air to the right of the host, then place on an underliner on the table. Depending on the shape of the stemware, fill 1/3 to 1/2 full.

Standard Service

Proper stemware precedes the bottle to the table. Stemware placement goes from the right to the left with the water glass placement being either to the left or right of the stemware. The second glass from the right is to be placed at 12 o’clock above the knife. Placement of multiple stemware’s is in a diagonal line, arc or clustered in a diamond shaped pattern. Present the bottle label up to the host and repeat the name and vintage of the wine to confirm order. Capsules are cut below the second lip. This practice is due to older lead capsules. Newer styles and designs of capsules require removal far enough down the neck to ensure that wine does not become entrapped under the capsule and contaminate future pouring. Place the capsule in the pocket. Bottle lips are wiped twice, once before and after cork removal. Remove the cork by inserting the worm of the corkscrew just off-center in the top of the cork and slowly twisting the worm into the cork. Stop twisting before the bottom of the cork is reached. Lever out the cork gently without causing a pop.

Remove the cork form the corkscrew and place on an underliner to the host’s right.

Hold the bottle in the right hand with the label visible to the guest when pouring. Wipe

the bottle lip with a cotton serviette after each pour.

Pour the host less than one ounce to taste, and after approval, serve the wine moving clockwise around the table, women first, the men, and the host last. If there is a guest-of-honor, pour that person first, then women, then men, and then the host. In parties of eight or more, the pouring is done to all guests in a clockwise fashion.



SOP Author:

Ask the host if you may remove the cork from the table.

Second bottle ordered - fresh glass for the host.

FOOD & BEVERAGE OUTDOOR CATERING Sparkling Wine Service Sparkling Wine Service 1st Preference - Present the bottle in the air and open in the air. 2nd Preference - Present the bottle in the air and open in a bucket and stand.

Cut the foil at the bottom of the cage. Utilizing the tab is allowed, but not preferred. Remove the foil and place in the pocket. Place a serviette over the cage.

Maintain control at all times! Keep the thumb or hand over the cork and point the bottle in a safe direction away from the guests. Untwist the cage, but DO NOT REMOVE.

Twist the bottle, not the cork. This is done in the air or in the bucket, not against the body.

Gently release the cork quietly.

Remove the cage from the cork and place in the pocket. Place the cork on an underliner to the host’s right. Only tulips or flutes are to be used. Glasses are filled ¾ full. Pours are done in a single stream. Two pouring are allowed, if necessary. Hold the bottle as in standard service or hold the punt. Two fingers under the neck for support are acceptable. Place the bottle after pouring in … 1st Preference - a wine bucket and stand at the host’s right. 2nd Preference - a cooler on an underliner on the table.



SOP Author:

FOOD & BEVERAGE OUTDOOR CATERING Cordial/Brandy Port Service Cordial/Brandy/Port Service Silver jiggers, silver tray, snifters, port glasses, liqueur glasses is ready at the bar. 1st Preference - Measure the pour in a silver jigger and pour into empty glass Place the drink on the tray. Place the drink on the table to the guest’s right.

2nd Preference - Place an empty glass and the beverage bottle on silver tray. Carry the tray to the table. Place the glass on the table to the guest’s right. While holding the tray, free-pour the beverage on the guest’s right.



SOP Author:

FOOD & BEVERAGE OUTDOOR CATERING Loading and Lifting Food on a Tray Loading and Lifting Food on a Tray Loading Food on a Tray

1. Check that tray is clean.

2. Place damp service towel on the tray if it does not have a nonskid surface.

3. Load heavier, larger items in center of tray.

4. Load lighter, smaller items around edges.

5. Do not place cups on saucers and do not place soup bowls on under liners. Stack saucers and under liners.

6. When stacking dishes with covers, don’t stack more than four high.

7. Balance the load as best as possible and don’t overload the tray.

8. Keep hot and cold foods separate as much as possible.

Lifting Food on Tray 1. Once you are sure the tray is loaded properly, position the tray so it extends about 6 inches from where it is resting.

2. Squat down with your back straight and position your left (or right) shoulder under the tray.

3. Pull the tray slowly onto your shoulder with your right hand, while placing your left hand in the middle of the tray. Use the flat of the palm of your left hand for support and your right hand to steady the tray. (Left-handed Ambassadors can use opposite shoulder and hand.)

4. Using your leg muscles, stand up straight.

5. If the tray is very heavy, you can rest it somewhat on your shoulder.



SOP Author:

FOOD & BEVERAGE OUTDOOR CATERING Plate Service Cleanup Plate Service Cleanup All Servers shall clean their own stations. Exception: in the case of dinner dances, designation will be made at the discretion of the Supervisor. Upon the signal from the Supervisor, the Servers shall begin to clear and clean their assigned tables. The following is the proper sequence for clearing a table:

• The Server shall pick up from the right and quietly set the plate down on the tray stand. The

second plate is used to quietly slide waste off the bottom plate towards the Server. PLATES ARE NOT TO BE SCRAPED IN FRONT OF THE GUESTS.

• The Server shall separate the flatware from the glassware and put them on the tray with the dirty china. • The Server shall stack the plates on the cleanup tray with separate stacks for butter plates, dinner plates, salad plates or liners. THE SERVER SHALL NEVER CARRY MORE THAN THEY CAN HANDLE AND NEVER SHALL PUT GLASSWARE ON THE SAME TRAY AS DISHES. • The Server shall drop off soiled equipment in pre-designated areas in the kitchen. Mobile tray racks or multi-deck racks shall be loaded from the bottom to eliminate breakage. • The Server shall return rolls, butter, salad dressing, sauces, unused starters and relish trays to the pantry. • Salt and pepper shakers, sugar holder, floral arrangements, candles and number stands shall be returned to the designated location in the service area. All salt shakers shall be stored together, pepper shakers shall be stored together, and sugar holders shall be stored together. • Napkins shall be separated from the tablecloths. The Server shall pick up the soiled napkins from each table and deposit in the area designated for soiled linen. • The tray stands shall be removed to the designated area and stored in an orderly fashion. • Debris free tablecloths shall be removed from the tables only after the guests leave the venue. Cloths shall be bundled and placed in the area designated for soiled linen. • The Server shall review the assigned station for cleanliness. The Server shall check under the tables for napkins and flatware. • The Server shall then check out. Dismissal shall be granted upon final approval of the Supervisor. The Supervisor shall make any additional assignments (e.g., setups, etc.) before releasing the Servers.



SOP Author:

FOOD & BEVERAGE OUTDOOR CATERING Clearing a Table During Service Clearing a Table During Service

1. Once all the guests have finished a course, the Server shall stand at the right of the first guest. 2. The Server shall extend the right hand and grip the plate with the index finger and middle finger under the plate, and the thumb tightly clasped to the top edge. Care shall be exercised during the plate removal as there may be cutlery on the plates. 3. The Server shall withdraw the plate, around the guest. 4. The Server shall transfer the plate to the left, using the same grip. 5. The Server shall place the forks next to each other on the plate, tines outward. 6. The Server shall place the knife under the bridge (curved part) of the fork, with the sharp edge away from the Server. 7. While the Server is still holding the first plate, the Server shall remove the second plate from the second guest in the same manner as described above. 8. The Server shall place the second plate on the lower left forearm. 9. The Server shall support the plate on three points lower forearm (not wrist), the thick part of the thumb of the left hand, and the upturned little and ring fingers of the left hand. 10. The Server shall remove the knife and fork from the second plate to the first plate. Place the utensils next to the original flatware. 11. The Server shall move as far away from the guest’s line of vision as possible. 12. The Server shall slide the food from the second plate on to the first plate. Food shall be sliced toward the Server from the second plate onto the first plate. 13. The Server shall proceed to the third guest. 14. The Server shall repeat steps 7 through 12. 15. When all the plates have been cleared, the Server shall remove the plate from the left hand (now loaded with flatware and debris) and place it on top of the stack of cleared plates on the forearm. 16. The Server shall grip the stack with both hands and proceed to the tray on the bus stand.



SOP Author:

FOOD & BEVERAGE OUTDOOR CATERING Buffet Menu Item Signage 2.27 Buffet Menu Item Signage Buffet food dishes and beverage items have signs that clearly identify the items in the local language as well as in English. The signs are of professional quality and are placed in upscale, attractive holders. They are clean and well-maintained. Signs should be replaced when worn, frayed or stained.



SOP Author:

FOOD & BEVERAGE OUTDOOR CATERING Stewarding Equipment Pull Sheet

Stewarding Equipment Pull Sheet Day :_______________ Date :________________ Mea :_ _____________ BEO #________________ Captain :_______________ Fctn. Venue :_________________ Setup By :_______________ Silverware Qty. Glassware Qty. Cocktail Forks Juice Glasses Salad Forks Water Glasses Dinner Forks Rock Glasses Dinner Knives White Wine Glasses B&B Knives Red Wine Glasses Teaspoons Fluted Champagne Glasses Soup Spoons V.I.P. Water Glasses China Qty. Coffee Pot and Pitchers Qty. Dolphin Show Plates Silver Coffee Pots V.I.P. China Plates Silver Water Pitchers Regular Dinner Plates China Teapots 9” China Salad Plates Plastic Water Pitchers B&B Plates Glass Salad Plates Chaffing Dishes & Stenos Qty. Cereal Plates Round Chaffers Soup Bowls Square Chaffers Reg. Coffee Cups & Saucers Large Petites V.I.P. Coffee Cups & Saucers Small Petites China Coffee Mugs Wooden Chaffers & Steno Holders

½ Square Wood Chaffer Carving Boards Qty. V.I.P. Round Wood Carving Board V.I.P. Square Sheet Pans Steno Wick Heat Serving Utensils Qty. Miscellaneous Qty. Silver Tongs Silver Cake Stands Large Serving Spoons Large Punch Bowl Large Serving Forks Small Punch Bowl Short Serving Spoons Large Rectangular Silver Tray Cake / Pie Servers Small Rectangular Silver Tray Small Silver Ice Scoops Oval Silver Tray



SOP Author:

Plastic Tongs Soup Tureens & Lids Large Plastic Serving Spoons Ashtrays Large Plastic Serving Forks Cigar Ash Trays Small Plastic Serving Spoons Glass Votive Candle Holders

Cocktail Trays Garbage Cans & Tops Plastic Soda Bins

FOOD & BEVERAGE OUTDOOR CATERING Checklist 1

Meeting Checklist 1 Outdoor Catering Operation Name of function:________________ Date:______________________ In charge :________________ Pre Function

• Check area assignment

• Pick up event orders, walkie talkies or pagers and keys

• Check associate gvenueing & allocate duties & responsibility. • Open all function venue’s doors

• Check function venue set up against event order; tick all requirements in event order. • Ensure setup is clean, neat &

tidy.

• Ensure venue is clean, light is working

• Check venue maintenance

• Ensure all AV equipment is working.

• Pick up any meeting materials if any

• Check signage & spelling.

• Air con is on 1 hour before event start, temperature to set at 23°C • Meeting venue ready 1

hour before function start. Meeting with organizer/trainer

• Standby outside function venue 1 hour before meeting start.

• Meet with function organizer & self introduction. Present business card if any. • Walk thru with organizer on

venue setup,

• Walk thru with organizer on lighting & air con control switch, rest venue direction, coffee break & lunch location.

• Re-confirm with organizer on guarantee number, timing for coffee break & lunch, • Beverage arrangement for lunch

• Check special dietary requirement

• Inform extension number to call if require assistant. Briefing with Associates

• Run thru event order

• Brief on break timing, & lunch venue.

• Highlight any changes, special requirement for the meeting. • Assign associate to lead

guest to the venue.

• Arrange associate’s lunch timing.

• Assign associate to standby outside function at all time. AM Coffee break

• Associate to prepare items for refresh.

• Coffee/tea & snacks ready ½ hour before.



SOP Author:

• Check food quality & quantity.

• Associate standby to open the door.

• Coffee /tea will be pour & offer for guest during break time. • Check with organizer if

everything is fine.

• Check with organizer on the total no. for lunch, time & inform the respective venue. • Tidy meeting venue setup coffee

break, clear used coffee cup & plate

• Top up ice water if require.

• Associate to close the door when the meeting resume.

• Coffee break station to refresh immediately.



SOP Author:

FOOD & BEVERAGE OUTDOOR CATERING Checklist 1 Lunch

• Associate standby outside the venue to open door. • Associate to lead guest to the venue. • Associate to inform outlet hostess name of the group & total no. • Meeting venue is refresh, with ice water & mints top up, pencil sharpen, A4 paper top up, chair arranged neatly, switch to low light & meeting venue to be lock. • Associates to standby to unlock meeting venue when guest return. • Confirm with venue on lunch attendance. • Associate to check guest satisfaction • Prepare bill.

PM coffee break

• Associate to prepare items for refresh/turnover. • Coffee/tea & snacks ready ½ hour before. • Check food quality & quantity. • Associate standby to open the door. • Coffee /tea will be pour & offer for guest during break time. • Check with organizer if everything is fine. • Present the bill to organizer. • Coffee station is refresh / tear down immediately. • Write event report.

Post function

• Check with organizer on satisfaction & to present feedback form. • Thank the organizer for choosing the location. • Assist the organizer/guest with their material/boxes. • Lock the meeting venue after refresh / reset. • Leave message for next day in log book if any.



SOP Author:

FOOD & BEVERAGE OUTDOOR CATERING Checklist 2

Meal Checklist Outdoor Catering Operation

Name of function:________________ Date:______________________ In charge :________________ Pre Function

• Check area assignment • Pick up event orders, walkie talkies or pagers and keys • Pick up car park chop, enlarge floor plan, signage • Check associate gvenueing & allocate duties & responsibility. • Open function venue’s doors • Distribute event order & assignment • Check venue setup against event order; tick all requirements in event order. • Check attention to detain: area cleanliness, neatness & overall maintenance. • Check guest restroom • Casual labor briefing & table allocation plan ready. • Side station sufficient • Mise-en-place completed • Check signage spelling • AV equipment functioning

Meeting with organizer • Self introduction & present business card • Re-confirmed guarantee & expect no., check reserve table • Check seating arrangement for vegetarian & Muslim • Re-confirmed beverage arrangement • Check for organizer, decision maker & VIP’s table • Run thru program, check timing for speeches, stop service & award presentation. • Check for last minute request

Briefing with associate

• Attendance & grooming check • Name of function & occasion • Brief program, menu, beverage & special request • Inform organizer, decision maker & VIP’s table • Brief service expectation & comment from previous events • Table allocation • Appointment of cocktail server, usher, greeter & bar • Checking of table by associate. • Fun fare march in rehearsal.

Cocktail reception • Associate, nuts, candle, serviette & bar ready 15 min before. • Associate ready with drink on tray. • Appoint section server & clearer • Check with host on door opening & end of cocktail.



SOP Author:

• Foyer is clean & tidy with no empty glasses before all server report to their table.

FOOD & BEVERAGE OUTDOOR CATERING Checklist 2 Commencement of lunch or dinner

• Server standby next to their table, on the right side of the table facing the door. • Guest is seated & drink offer. • Check number of open & empty table, inform organizer. • Confirm food pick up time. • Inform kitchen the timing & total table. • After pick up, ensure all table are served. • Check side station • Check service are according to set standard • Check beverage service. • Supervisor is in venue at all time. • Inform organizer of beverage consumption. • Inform organizer on meal progress & timing. • Check organizer satisfaction. • Greeter standby at door to bid farewell.

Post function

• Bill is ready for organizer • Check organizer satisfaction & feedback • Write function report • Attached table allocation & copies of bill • Function venue is tear down & setup complete. • Check back area & storage area is clean, neat & tidy. • Leave message in comm. Book for next day. • De-brief with associate on today function.



SOP Author:

FOOD & BEVERAGE OUTDOOR CATERING Security Check List Pre Event At the Property • Check all items being loaded onto truck as per Stewarding Pull List • Check all the staff boarding vehicle (physical check for possessions) as per the ODC staff list • Ensure that all staff leaving premises are in their appropriate uniforms • 1 Security personnel for every 20 Service/ production staff to be assigned • The identified security personnel should travel with the group in the bus and return on event completion only

At the Venue • Ensure all items are unloaded properly • Keep a tab on all staff in the area and ensure that no staff are leaving the prescribed area at any time • Keep a tab on equipment in the area

Back At the Property • All personnel to be frisked when alighting from the bus once back • The check list to be checked against items returning • All non consumables to be checked counted and signed off by the sec supervisor and the ODC manager in charge if

the event • All banquet furniture to be counted, damages identified and entered into the check list before signing off •



SOP Author:

FOOD & BEVERAGE OUTDOOR CATERING Security Check Process Flow • ODC Contracts & FP are released by Bqt Sales Team • Catering Manager to plan & requisition staff, equipment, transport requirements for the event • Staff List, equipment list, food list & transport details ( trucks & bus) to be handed over to security manager 24 hrs

prior to the event • All items as per check list to be assembled at the time office and the loading has to happen in the presence of the

security supervisor • All staff boarding the bus will be frisked just before boarding the bus for any personal belongings ( mobiles /

wallets etc) which should not be allowed • Once at the venue all items should be off loaded in the proper manner and taken to the appropriate assigned

venue • 1 security personnel for every 20 staff members to be present on site to ensure that all the staff are within

requisite area and going about their duties • Security staff to be present only in the back areas and should not venture into guest areas once the event has

commenced • On completion of the event, all equipment to be loaded back onto the truck in a proper, chef on site to load all

food that can be re-used back onto the trucks, service personnel to ensure all unused/ reusable items are loaded onto the truck

• Security personnel to be extra vigilant at this time as this is the most critical moment of the ODC for things to go missing

• All liquor bottles to be accounted for by the catering supervisor and signed off by the security personnel on site before loading the items back onto the truck

• On arrival back at the property all the items unloaded must be checked for condition and wear and tear which should be noted in the check list before sign off by the Sec Supervisor and Catering Manager

• All the liquor should be taken straight to the F&B liquor store along with a security personnel • Chefs to ensure that unused/ re-usable food items to be properly dispatched for storage • Post event checklist to be verified and signed off by the Catering Manager and circulated to all concerned. •

The Lalit Outdoor Catering Policy - iamlalit.com Lalit Outdoor Catering SOP Aug 14.pdf · Reference...

Documents

Transcript of The Lalit Outdoor Catering Policy - iamlalit.com Lalit Outdoor Catering SOP Aug 14.pdf · Reference...