December 30, 2016 | Author: Vishal Kamat | Category: N/A
Download Banquets Operations Manual 2007...
c o n t e n t s SALES INTRODUCTION ORGANIZATION CHART SALES MANAGERS'S , KEY RESULT AREAS SALES PROCESS SALES PROCEEDURES ANNUAL SALES BUDGETS MONTHLY FORE CAST FORMAT FUNCTION PROSPECTUS FORMAT DINNER CHECK LIST SALES ENQUIRY CHECK LIST MENU DETAILS ENQUIRY LETTER RESPONSE LETTER OF REGRET BANQUET CONTRACT FORM CREDIT POLICY PROFORMA INVOICE MENU ITEMS LIST OF LIVE COUNTERS MENUS STRUCTURE GUEST FEEDBACK FORM THANKING LETTER APOLOGY LETTER COMPLAINT HANDLING TELEPHONE ETIQUETTE TEL EVALUATION SHEET DO'S & DON'T'S MEETING ROOM CHK LIST OFFICE PANTRY CHECK LIST GROOMING CHECK LIST
1 2 3- 4 5 6-7 8 9 - 10 11 - 12 13 14 15 - 16 17 - 18 19 20 21 - 23 24 25 - 27 28 - 29 30 - 35 36 37 38 39 40 41 42 43 44 45
OPERATIONS INTRODUCTION ORGANIZATION CHART KRA INDENT & CUMSUMPTION REPORT MENU STRUCTURES STANDARD RECEPES CHECKLISTS STAFFING
46 47 48 50 66 78 79 86
- 49 - 65 - 77 - 85
FOOD & BEVERAGE INTRODUCTION ORGANIZATION CHART OPERATIONS MANAGERS'S , KEY RESULT AREAS F & B OPERATIONS- FLOW CHART OPERATIONS PROCEESS OUT DOOR CATERING PROCESS BREIFING CHECK LIST FORMAT OF A DUTY CHART SHIFT MANAGERS CHECK LIST SERVICE SEQUENCE SERVICE EQUIPMENT CHECK LIST GUEST CHECK LIST- PARKING & EXTERIOR GUEST CHECK LIST- REST ROOMS GUEST CHECK LIST - PRE- FUNCTION GUEST CHECK LIST- DURING FUNCTION GUEST CHECK LIST- POST FUNCTION CHAFFING DISH TO PAX RATIO STAFFING GUEST CHECK LIST OUT DOOR DISPENSE KITCHEN LAYOUT FUNCTION VENUE-USED PLATE COUNTER F & B CONSUMPTION REPORT TEL CHECK LIST PREMIUM CONFERENCE PACKAGE
87 88 89 - 90 91 92 - 93 94 95 96 97 - 98 99 - 108 109 - 114 115 116 - 117 118 - 119 120 - 125 126 - 127 128 129 130 - 131 132 133 134 135 136
Operation Manual I Mayfair Banquets
SUPPLY CHAIN MANAGEMENT INTRODUCTION PURCHASE FLOW CHART REQUIPMENTS FORM OTHER DEPT. REPORTS
137 - 138 139 140 - 141 142 - 146
STEWARDING DEPARTMENTAL OVERVIEW MANAGER'S OPENING CHECKLIST DAILY CLEANING CHECKLIST DISH WASHING CHECKLIST SILVER & COPPER CLEANING CHECKLIST POT WASHING CHECKLIST GLASS WASHING CHECKLIST BREAKAGE REPORT NIGHT SHIFT CLEANING CHECKLIST
147 - 154 155 - 157 158 159 160 161 162 163 164
HOUSEKEEPING OPENING CHECK LIST CLOSING CHECK LIST CARPET CLEANING FLOOR MAINT PEST CONTROL LINEN ROOM CHECK LIST TOILET CHECKLIST
165 166 167 168 169 170 - 171 172
SECURITY GUEST SECURITY CHECK LIST VALET KEY CONTROL INCIDENT REPORT FIRST AID Operation Manual I Mayfair Banquets
173 - 174 175 - 176 177 178 - 180 181
MAINTANENCE PMM WEEKLY PMM MONTHLY M1 M2 M3
182 183 - 184 185 - 187 188 - 191 192
HUMAN RESOURCES INTRODUCTION RULES AT WORK PLACE ENROLLMENT OF NEW JOINEES TRAININGS IN MAYFAIR CHECKLIST FOR FM COMPANIES EMERGENCY MEDICAL INFORMATION
193 194 195 196 - 198 199 200 - 201
Operation Manual I Mayfair Banquets
SALES INTRODUCTION TO THE SALES PERSONNEL THE ROLE OF ANY PERSON IN THE SALES IS:To lead the the customer experience by representing the company in the form of an individual Develop relationship equity Cultivate service brand equity Instil trust in the companies services,earn & retain customer loyalty. Link actions to profits by formulating strategic sales tactics Develop ability to delight customers & raise their expectation levels to beyond competitors reach.
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Sales organization chart ( City )
City Sales Head (1)
Unit Sales Managers ( 3 )
Unit Asst Sales Managers ( 3 )
Unit Sales Executives in door ( 3 )
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Operation Manual I Mayfair Banquets
Unit Sales Executives out door ( 6 )
SALES SALES MANAGERS'S , KEY RESULT AREAS Job Description Job Title: Department: Reports To: Prepared By/ Date: Approved By: Approved Date:
Sales Manager Sales Vice President HR / May 2007 Chief Operating Officer June 2007
SUMMARY Responsible for the revenue targets and image of Mayfair rooms in the city leading a team of sales executives. ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned. Revenue Targets • Achieves set targets of revenue and related as per direction of the company • Drives the annual strategy to achieve the revenue numbers both in creation and execution • Personally accounts for at least 25% of the revenue through personal drive and contacts • Sets revenue targets for the team reporting into this function in a logical and effective manner • Proactive in innovating and executing effectively various activities and periodic tactics to drive rev enues. Customer Service • Ensures world-class sales experience for all customers in the area of sales. Both telephonically and personally • Interacts with customers on a weekly basis (a minimum of 15 per week. ) • With the team achieves a yearly average score of above 90% in the mystery sales audits • Creates and executes a feedback system to operations on customer satisfaction • Analyses customer feedback and presents during the weekly/monthly city managers meeting • Uses telephone and personal contacts to enhance customer loyalty • Acts as the face of the unit/city for the customers. • Effectively operates a database monitoring system of birthdays/events etc in the city • Responsible through the team of all service recovery activities Cost Rationalization • Works with the city chef and unit managers to engineer menus to ensure event wise targeted prof itability • Is jointly responsible for city operating margins along with the other city managers • Continuously innovates to lower event costs Training • Works closely with trainers and the team to effectively induct all new members in the city sales force • Conducts Briefings at least twice a week to the sales teams • Conducts one to one feedback sessions with all staff in the units on a regular basis • Uses people deployment techniques to enhance soft skills at all levels • Gives feedback to the vice president for additional training or any other training requirements • Mentors at least two junior team members to be ready for a city managers role Standard Process Adherence • Ensures timely and proper reporting of monthly data in association with the team • Rives the in unit training programs including induction program and supervisor and manager training pro grams including the assignments • Ensures accuracy and timeliness of all procedural work done by the unit sales managers
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SUPERVISORY RESPONSIBILITIES The unit sales managers directly report to the city sales manager. In addition any marketing resource of the city would report into this function QUALIFICATIONS /EDUCATION and/or EXPERIENCE • High School or equivalent • Hotel Industry/ Food Industry/Sales background is preferred • 4 - 6 years experience as a Sales manager in a unit or multi unit operations in the service industry LANGUAGE SKILLS • English • Hindi COMPETENCIES • Results Oriented • Planning & Organising • Team Leading • Customer Focus • Attention to Detail • Great customer interpersonal skills Hours of Operations • As per roster or as per requirements as directed by the vice president
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Operation Manual I Mayfair Banquets
SALES SALES PROCESS Enquiry tel phone
letter
walk in
enter details on enquiry form
check diary
available
not available offer alternate dates
pencil entry on date in diary
not accaeptable
acceptable
send regret letter send reply to enquiry as per details required & enquired
file under regret letters
send a letter for confirmation
if cancelled
if confirmed
write a function booking sheet for all requirements
cancell in the diary
send letter "sorry you cancelled"
file in cancellations for ref of sales with reasons for cancellation
update details as they become available
confirm final details week in advance
sign banquet contract form & receive all advances 5 days in advance release function prospectus 4 days in adavance
customer feed back & thank you letter, 2 days after the function
file customer feedback to sales history
forward customer feedback to all departments
bills forwarded ( if credit sale) next day of the function
follow up bills recovery
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SALES PROCIDURES Sr. No.
TELEPHONE ENQUIRE
1
Greet the guest with appropriate time on the day with warmth and smile in your voice.
2
Be calm & attentive to the queries.
3
Speak only when the guest is done with his/her talking.
4
Guest asking for the availability, ask the permission to be kept on hold & check for the availability.
5 6
Do not keep the guest on hold for more then 30 seconds. Ask the guest for relevant details ( Type of event, date, number of pax, setup, group profile for the right cuisine to be tailored for the event, flow of event, any special instructions, billing instructions ) Take down the right details of the contact person for the event & contract to be forwarded( Address, telephone numbers, cell phone numbers, email address)
7 8 9
Ask the guest if any thing more they are looking for. Thank the guest with a smile in your voice & disconnect the phone only when the guest discon nects it first.
PERSONAL ( WALK IN GUEST ) 1
Greet the guest with a smile & make him/her feel comfortable by offering a seat.
2 3
Offer the guest refreshments (Tea, Coffee or Juice). Ask the guest for relevant details ( Type of event, date, number of pax, setup, group profile for the right cuisine to be tailored for the event, flow of event, any special instructions, billing instructions ) Take down the right details of the contact person for the event ( Address, telephone numbers, cell phone numbers, email address )
4 5
If available do tentatively block the hall under his/her name on your system.
6
Hand over the appropriate Rate package with your business card.
7
Show the venue if vacant .
8
Hand over the floor plan to the guest .
9
Confirm the event by taking the appropriate advance and details for the balance payment.
10
Make the right contract and get the same acknowledge by the guest.
11
Make sure full payment is received at least two days in advance.
SALES CALLING
6
1
Take prior appointment with the guest over the phone or by E-mail.
2
Equip yourself with Company’s brochures.
3 4
Be on time for the meeting. Greet the guest with smile, a firm shake hand, introduce yourself by handing over your business card with both hands.
Operation Manual I Mayfair Banquets
SALES 5
If the guest is with a companion introduce yourself in the same manner.
6
Be attentive, calm & make guest feel you are there to help him.
7 8
Present the brochures to the guest. Ask questions relevant to the event he’s looking for (Type of event, no of persons, setup, group profile for the right cuisine to be tailored for the event, flow of event, any special instructions, billing instructions )
9
Take down the right details of the contact person for the event ( Address, telephone numbers, cell phone numbers, email address )
10
Do not over sell.
11
Note down the particulars of the guest’s requirements carefully.
12
Repeat the noted points to the guest after the meeting to cross check and rectify if required.
13
End the meeting on a general note, inform the guest about your plan of action.
14
Thank the guest for the time he spared, shake hands & leave with a smile.
15
Once back in the office send the quote letter mentioning the details provided by the guest.
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Operation Manual I Mayfair Banquets
GRAND Total
Total
Social Corporates Confererence
Outdoor
OUTDOOR FUNCTION
Total
Social Corporates Confererence
Indoor
94
10
9
No of Functions Bud07-08 FY06-07 0 10 9 0
57
No of Functions FY06-07 Bud07-08 20 39 12 12 25 43 113
200
139
No of Pax/function Bud07-08 FY06-07 0 200 139 0
218
No of Pax/function FY06-07 Bud07-08 500 217 55 43 70 38 10624
2000
1252
Total Pax FY06-07 Bud07-08 0 1252 2000 0
12410
April Total Pax FY06-07 Bud07-08 8465 10000 519 660 1640 1750
ANNUAL SALES BUDGETS
663
650
551
Average per Pax (Rs.) Bud07-08 FY06-07 0 650 551 0
807
Average per Pax (Rs.) FY06-07 Bud07-08 825 662 950 911 650 590
70.49
17%
22%
42%
6.89 77.38
13.00 113.15
60%
18%
46%
89%
April Growth Income (Rs.lakhs) Pax APC Revenue FY06-07 Bud07-08 0.00 60% 18% 89% 6.89 13.00 -
100.15
Growth Income (Rs.lakhs) Pax APC Revenue FY06-07 Bud07-08 18% 25% 47% 56.08 82.50 27% 4% 33% 4.73 6.27 7% 10% 18% 9.68 11.38
Sub-total tentative
- Indoor Social Pax Rate Revenue Corporate Pax Rate Revenue - Outdoor Social / Corporate Pax Rate Revenue
Tentative booking
Sub-total confimred
- Indoor Social Pax Rate Revenue Corporate Pax Rate Revenue - Outdoor Social / Corporate Pax Rate Revenue
Confimred booking
Jun-06 Actual
Forecast - June 2007
Jun-07 Budget
Jun-07 Forecast Variance (Forecast-Budget) Growth Fy07 on Fy06
Jun-06 Actual
Jun-07 Budget
Jun-07 Forecast
Windsor - June 2007
MONTHLY FORECAST REPORT FORMAT
Variance (Forecast-Budget)
Growth Fy07 on Fy06
SALES
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Operation Manual I Mayfair Banquets
Total Forecast
Pick up Strategy Plan
Sub-total tentative Pick up % to Forecast
a. Social Pax Rate Revenue b. Corporate Pax Rate Revenue 2 - Outdoor a. Social / Corporate Pax Rate Revenue
Pick-up
Total Revenue Growth Actual V/S Budget
1 - Indoor a. Social Revenue b. Corporate Revenue 2 - Outdoor Revenue
MONTHLY FORECAST REPORT FORMAT
SALES FUNCTION PROSPECUS FORMAT
MAYFAIR ROOMS, MUMBAI Reservation #: 702660 Day Monday
PAGE # 1
Date 13/08/07
Time 19:00-23:00
Type Of Function Dinner
Venue : SOUTH,NORTH,ODYSSEY,LOUNGE. Billing Details Guar Amount Follo
Rate /Pax Rs 860 +(TAX)
Hall Charges Rs 0.00
Guaranteed/ Exp Pax 600/700
Guest Name: NIKHIL DALAL Address : AS PER GUAR AMT
Company Name: Address :
City : Pincode : Tel.# : 9819408471 Fax # : Email Id: Ref :
City : Pincode : Tel.# : Fax # : Advance : Rs 100000 Chief Guest:
INSTRUCTIONS FOR CHEF 100 PAX JAIN FOOD (NO ROOTS & TUBERS) AT 8 PM/ 15 PAX JAIN FOOD TO BE SERVED AT 5:30P M / 5 PAX NON-JAIN FOOD- NO CHILLIES / 30 PAX NON-JAIN FOOD -SITDOWN AT 10:30PM / FE W ITEMS FROM CHANDUBHAI
ACCOUNTS INFORMATION BEVERAGES PACKAGE-RS.50+TAX / GUAR AMT FOL LOWS BY 11TH AUG TOTAL ADV RS.300000/-
SEATING ARRANGEMENTS MANDAP OIN CENTRE / THEATRE STYLE SET UP A ROUND MANDAP / FEW ROUND TABLES IN NORTH / CHEESE FONDUE IN NORTH / 2 POINTS BUFFET IN ODYSSEY & 1 POINT BUFFET IN LOUNGE
FLOW OF EVENTS JAIN FOOD FOR 15 PAX AT 5:30PM DINNER AT 8 PM SIT DOWN FOR 30 PAX AT 10:30PM
SPECIAL INSTRUCTIONS SIT DWON FOR 30 PAX IN LOUNGE AT 10:30PM L OUNGE BUFFET TO SHUT AT 9:30P PACKED PAANS BY GUEST TABLE TO PROVIDE IN SOUTH FOYE BR RIDAL ROOM REQD
BOARD TO READ AVANI WEDS JITEN Released By : IDS
Released On : 09-AUG-2007 16:26
Please Note: The above package rate includes 40% charges towards Hall Rental,50% charges towards Food & 10% charges towards professional service. SALES MANAGER
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FUNCTION PROSPECUS FORMAT
MAYFAIR ROOMS, MUMBAI Reservation #: 702660 Day Monday
Date 13/08/07
PAGE # 2 Time 19:00-23:00
ENGINEERING PIPED MUSIC REQD / INSTRUMENTAL / SOUTH EN TRANCE RAIN SHED IS REQD SINCE BARAT IS AR RIVING FROM BACK ROAD
STORES
NON-F&B REQUIREMENTS
Type Of Function Dinner HOUSE KEEPING
OTHERS DECOR BY WINDSOR
F & B MENU-ITEMS BEVERAGES ASST SOFT DRINKS FRESH JUICES (ANGOOR ANAR WITH BLACK SALT) ORANGE BLOSSOM (WITH ICE CREAM) SHOGUM SHUDHA SALADS & RAITAS VEG ALOO TUK CHAAT ANARDANA RAITA (WITH PINEAPPLE) GREEN SALAD (WITH ASST DRESSINGS) HARA CHANNA CHAAT (2 TYPES OF PICKLE / LACCHA ONION & LIME HUMMUS (WITH PITA) MAINCOURSE VEG AMRITSARI CHOLE (WITH KULCHA) BHINDI BHARELA (GUJRATI) CANNELONI FLORENTINE WITH RICH CHEESE SA (BREAD BASKET) DAL MAKHANI DAL TADKA (LIVE AT SITE) DUM ALOO KASHMIRI (RED GRAVY) GOLDEN RING HALDVO ( GUJRATI) (FARSAN ON BUFFET) PANEER PASANDA PATRA SAMOSA(GUJRATI) (FARSAN ON BUFFET)
Released By : IDS
Released On : 09-AUG-2007 16:26
Please Note: The above package rate includes 40% charges towards Hall Rental,50% charges towards Food & 10% charges towards professional service. SALES MANAGE
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Operation Manual I Mayfair Banquets
SALES DINNER CHECK LIST Date of the Function: Venue: Name of the Guest: Address: Contact No: Contact Person during function: His / her Contact No: Timings: Guest arrival: Starters service Timings: Bar services timings: Dinner Timings: Function ends at : Min. Guaranteed No:
Expected: (10% of Min. No):
Rate: Dinner-Rs.+13.68% tax per person Dance floor-Rs. DJLiquor Licence- ( As per Unite ) Beer-100/Beverages- at extra cost Any Other ratesBilling Instructions: Advance received-Rs. Rs. required by (- Cheque in favour of Mayfair Rooms)
Set Up:- to reconfirm Décor:Tina Stage/ Mandap Bar: mixers at extra cost / mineral water , diet cokes at extra cost Buffet: Round tables: Board to Read:
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SALES ENQUIRY CHECKLIST PERSONAL DATA NAME:..................................................................................................................................................................... COMPANY/ ADDRESS:......................................................................................................................................... ................................................................................................................................................................................. ................................................................................................................................................................................. ENQUIRY DATE: .................................................................................................................................................. FUNCTION DATE: .................................................................................................................................................. FUNCTION DAY : ................................................................................................................................................... TEL: (O):...........................(M) .................................Resi:.................................FAX................................. EMAIL: .................................................................................................................................... ______________________________________________________________________________________ FUNCTION DETAILS REMARKS ..................................................................................................................................................................... TYPE OF FUNCTION:............................................................................................................................................................. NO. OF PAX GUARANTEED: ................................................................................................................................ NO. OF PAX EXPECTED: ...................................................................................................................................... TIME OF FUNCTION: ............................................................................................................................................ BOARD TO READ: ................................................................................................................................................. VENUE DETAILS:.................................................................................................................................................... SET UP CHARGES:................................................................................................................................................ RENTAL: ................................................................................................................................................................. COVERING DETAIL: ..............................................................................................................................................
VENUE ADDRESS (ODC): ..................................................................................................................................... SITE VISIT: ............................................................................................................................................................. FLOW OF FUNCTION: .......................................................................................................................................... ARRIVAL: ................................................................................................................................................................ BREAKFAST:........................................................................................................................................................... MID MORNING TEA:............................................................................................................................................... LUNCH: .................................................................................................................................................................. HI –TEA: ................................................................................................................................................................. EVENING TEA: ....................................................................................................................................................... STARTERS: ............................................................................................................................................................ DINNER: ................................................................................................................................................................. BAR: .......................................................................................................................................................................
BEVERAGE DETAILS: ........................................................................................................................................... SOFT DRINKS: ....................................................................................................................................................... JUICES: BEERS: WINE: CHAMPAGNE: SPIRITS: SODA: TONIC WATER: DIET COKE: WATER: SEALED GLASS: BOTTLE ½ LTR: BOTTLE 1 LTR: 20 LTR JAR: 14
Operation Manual I Mayfair Banquets
SALES MENU DETAILS JAIN MENU: CAKE: FLAVOUR: MESSAGE TYPE WEIGHT SETUP DETAILS TYPE OF SEATING SEATING AREA SEATING BY MAYFAIR SEATING BY GUEST CHARGED SEATING CHAIRS: PLASTIC CUSHION: ROUND TABLES: BUFFET TABLES (6’ x 2’): CENTER PIECES: CENTRE PIECES WITH CANDLES: BAR SET UP AREA: BUFFET SET UP AREA: SIT DOWN DINNER: STAGE DETAILS: AREA: LOCATION: DANCE FLOOR: SPECIAL INSTRUCTION: FLAIR BAR TENDER: DECORATOR: FLORIST: SECURITY: PICK UP AND DROP FACILITY: DRIVER MEAL: PARTICIPANTS MEAL: ENTERTAINMENT: EVENT MANAGER: LIVE BAND: DJ: PUPPET SHOW: MAGICIAN: MEHNDI: JUMPING JACK: THEME: PERMISSION: POLICE: EXCISE: GENERATOR: BANQUET CONTRACT FORM: PARKING REQUIREMENT: PARKING AREA: VALET REQUIREMENT: AUDIO/VISUAL REQ: PROJECTOR: PA SYSTEM: SCREEN: MIC: C. D. PLAYER: BILLING INSTRUCTION ADVANCE RECEIVED BALANCE PAYMENT SIGNING AUTHORITY Operation Manual I Mayfair Banquets
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RATE PER PERSON TRANSPORTATION OTHER INSTRUCTION
FOR MAYFAIR BANQUETS
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Operation Manual I Mayfair Banquets
SALES ENQUIRY LETTER RESPONSE DATE: 4th July 07 To, Mr. Jignesh Patadia Principal Global Services Pvt. Ltd. Level 6& 7, Tower 6, Magarpatta City, Hadapsar, Pune 411028 Tel.no: 66214060 Mobile: 9860093535 E-mail:
[email protected] Sub: quotation valid till 30th September 2007
Dear Sir, Greetings from Mayfair Banquets! Thank you very much for the interest shown in our services.
Further to our discussion, I take great pleasure in forwarding you a proposal for your function in June 07
Date: Time: Venue: No. Of persons:
20TH JULY 1930 hrs Attica –5th level 40 minimum guaranteed people
Date: Time: Venue: No. Of persons:
27TH JULY 1930 hrs Alexandria and Patio – 4th Level 100 minimum guaranteed people
Type of function: Menu: Starters one veg and one non-veg – on circulation Veg SoupMain coursePreparation, assorted Indian breads Salad Desserts-
one Veg soup One veg, One non-veg, (mutton / chicken) one dal and one rice
two two
Rate per person
Rs. 400/- + applicable taxes
Rate per person
Rs. 350/- + applicable taxes without the starters
The above rate includes food and service, dinner buffet arrangements only.
Additional charges DJ with basic sound systems: 5000/- + applicable taxes Stage @ 30/- sq ft, (Required Stages size is 20’x 16’) 9600/- + taxes
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Beverages: (taxes as applicable) if required: 15% discount at the following beverages. All beverages are charged at actual at the following:
Soft drinksRs. 140/- for 1.5-lit bottle JuicesRs 150/- for 1-lit tetra pack Soda- Rs 100/- for 1.5-lit bottle Mineral water - Rs.25/- for 1 lit bottle Beers- Rs.120/- per 650 ml bottle You may bring your own spirits, which will be served by our trained staff @ RS 150.00 per bottle opened.
General points to be noted: •
Time limit: the time limit for music for all function under the law is 10 pm.
•
Guest Liability: Kindly ensure your guests do not carry any explosives/inflammable materials to the property. Further you will be liable for all /any damage caused during the duration of the function. Any damage caused would be appropriately charged and the minimum charges would be 10,000/- per day Decoration: Kindly ensure that all garbage and decoration material is removed on the night of the function. No double tapes, pins and nails to be used in the venues.
•
• •
Firecrackers: Kindly note that no firecrackers will be permitted anywhere on the premises of the club for safety reasons. Banquet Contract form must be duly signed by guest before the function.
•
Taxes: Since we are under Composite Scheme of MVAT, the invoice will show Vat inclusive rate (8 %) to which service tax is added
•
Generator back up: generator back up for any power required in excess of the basic provision from Mayfair Banquets should be arranged by the client.
•
Following permission and License should be acquired from the respective authorities by the client (Subject to change as per Government Regulations)
1.
Police permission for loud speaker- 3000/-
2.
Excise license –11000/-
Terms of payment: • Advance towards minimum guarantee required to confirm the function. • Final bill to be settled on the day of the event. • Advance paid is non refundable. • All cheque to be drawn in favour of Mayfair Banquets Pvt Ltd.
Assuring you of our best services at all times, I remain, Yours truly,
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Operation Manual I Mayfair Banquets
SALES LETTER OF REGRET Date: To,
Dear Mr, Greetings form Mayfair Banquets!!!! This is to express our extreme regrets for not being able to serve you this time. We shall definitely keep you in our records & will look forward top have another opportunity to be of service to you For us to know you better please spare a few minutes & complete the attached questionnare & return it to us. Thanking you for enquiring with us for your banquet. Yours faithfully,
Sandeep Pusdekar General Manager.
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BANQUET CONTRACT FORM
Terms & Conditions: 1.
All details for Banquet functions must be finalized at least 7 working days prior to the function.
2.
Billing for all the function is based on a plate count. The bill will be raised on the basis of Minimum guaranteed number or actual plates count whichever is higher.
3.
All applicable taxes are extra.
4.
Food shall be prepared only for 15% of over the guaranteed number of guests attending.
5.
Only the food & beverage items provided by The Mayfair Rooms are to be consumed on the premises. No leftover food or beverage will be removed from the premises for outside consumption, irrespective of the number of guests actually attending a banquet function.
6.
There is no discounted rate for children.
7.
It is compulsory to purchase all liquor against TP and the TP to be produced as and when required during the function by the excise authorities.
8.
Liquor and Food will be served until midnight only or as per the prevalent state laws.
9.
Mayfair Rooms has in-house arrangement for providing decoration and DJ for the functions. The outside decorator and DJ are not permitted.
10. The Client is responsible and liable for any damaged caused to the Mayfair Rooms property or equipment by the client or the client's guests attending the function. 11. Advance paid is Non-refundable & No- transferable. 12. The Management will make best efforts to provide efficient services, however, in the event of circum stances beyond the control of the Management and / or due to unavoidable circumstances, the party/ function is required to be cancelled and/ or not performed / carried out to the requirement standard, in the event Guest shall not raise any objection of whatsoever and / or raise any claim against the Management. On the said express understanding, the management has agreed to organize the party / function for the Guest. 13. The Management of the Mayfair Rooms is not liable for compensation of any loss or damage to the guest's personal belongings or cars parked by valets during the event. 14. In case of cancellation of confirmed function one week prior from the date of function. The Management will raise bill according to the minimum guest guaranteed and rate negotiated as per Banquet Function Contract or Function Prospectus. I approve and accept the above and agree and undertake to pay all bills in respect of the function and any damages caused to property thereby. Guest's Signature:_______________________
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Operation Manual I Mayfair Banquets
Signed For MAYFAIR ROOMS
SALES CREDIT POLICY (i) Credit Policy -Introduction It is the Mayfair Banquet policy to encourage cash sales and settlements by Cheques / credit card, and to restrict other forms of credit. The most important tool used to achieve solid credit control is a comprehensive credit policy which should be periodically updated and made known to all necessary personnel in the marketing, accounting, food and beverage and credit departments. (ii) Credit Committee & Meetings The credit committee of the Mayfair Banquet shall constitute of CEO, COO, S&M Head, F & B Manager and Finance head.
(iii) Credit policy for individuals: At least 95% of the estimated billing of the function/conference should be collected in advance before the start of the function. No credit will be given to Individual clients unless it is approved by the CEO/COO in writing..
(iv) Credit Policy of Corporate: a)
Credentials of the Company should be ascertained for credit worthiness.
b) A billing letter on the company’s letterhead must be obtained prior to the function / conference etc. with necessary details on the proposed function/ conference. c) All companies desirous of obtaining credit facilities need to request for credit duly signed by the authorized signatories of the company. The name(s), designation(s) and address (es) of persons responsible for effecting payments and to whom the bills have to be sent must be clearly specified. There should be a creditability check for corporate client from past records if available with the company or from the market. The request routed through the Sales department should be submitted to the S&M Head for getting the credit approved from the credit committee. d)
No further credit will be given to one corporate incase there is past overdue pending.
e) In case the Client delays in making payments by more than 1 month from the due date than no credit will be extended to it and function will be done on full advance payment basis. f)
The F P (before the function) and challan (after the function) should be signed by the authorized Operation Manual I Mayfair Banquets
21
guest to avoid any disputes.
(v) Returned Cheques a)
On receiving a returned cheque, Party would be informed about the return of the cheque and requested for payment by Demand Draft or Pay order. In case party request for re-presenting of cheque it should be done. In case cheque is returned again, party would be requested for payment through DD or Pay order only.
b)
Charges if any levied by the bank for returning the cheque would be charged to the party account.
c)
A note would be circulated to the S&M and F&B department and the account will be flagged on cau tion for future credits.
d)
Cheque will be kept with the Finance Head for forwarding to Legal Advisor along with returning memo of bank for initiating recovery proceedings, first by letter and then through court. Help of collection agency would also be used as parallel mean to legal proceedings.
(vi) Reminder letters & follow-up a)
The reminder letters should be sent from the dealing sales representative at appropriate intervals to each party
who has outstanding balances. b)
Reminder letters should be sent as per the standard format and actively followed up.
(vii)
Responsibility for Collections It is reiterated that it is the moral and functional responsibility of the Sales & Marketing team to recov er the outstanding amounts. Accounts team will only provide necessary help in this regard through reports and follow-ups.
IV. CASH COLLECTION POLICY a)
The cash sales and receipt need to be discouraged.
b)
In case if client want to pay in cash than maximum limit for the same should be up to 40% of the billing amount.
c)
The accounts officer and / or above need to be present in the discussion of cash matter. The cash should be received in the
presence of 3 authorized persons including one accounts staff. No receipt of cash will be issued. 22
Operation Manual I Mayfair Banquets
SALES d)
A separate memorandum note book need to maintained and signed by all authorized persons. The note book will be destroyed after regularization of entries in the presence of director finance and CEO with reasonable interval.
e)
Clients should be asked to suggest the name of the persons on whose names the cash bills can be raised.
f)
Client has to tell before finalization of Function prospectus about the cash component. The com plete cash component should be received before the function with the guaranteed amount.
g) h)
The cash should be deposited in the bank and no direct utilization of cash should be done. All the final settlement with party shall be done in cheque only.
Operation Manual I Mayfair Banquets
23
PROFORMA INVOICE
MAYFAIR BANQUETS PVT LTD PROFORMA INVOICE To Mr. Sujit Amdocs Development Center India P Ltd 6th Floor , Cybercity, Tower - 2 , Magarpatta , Hadapsar Pune 411028 Tel : 020 - 26703000 Please find below the details of your Function
27.06.2007
Tipe of Function :- Annual Day Date of Function - 08.09.2007 Venue - Colossuem , The Corinthian Club Minimum Guaranteed : 3000 Pax Particulars
Pax
Rate
Buffet Dinner Venue Covering Charges Police Persmission & Liquor Licn.
3,000
475.00
Add:Vat 8% 38.00
Basic Rate
513.00
Amount
1,539,000.00 150,000.00 14,000.00
Sub Total
1,703,000
Add: Service Tax on 1.64 lacs @12% Add: Service Tax on Food @7.20% Add : Education Cess 3% on service Tax
19,680 110,808 3,915 1,817,723
Grand Total
Rs.
Rs. Eighteen Lacs Seventeen Thousand Seven Hundred Twenty Three Only Terms of Payment 90 % Advance to be paid before Function & Balance Amount to be paid within 10 days , on the receipt of the bill based on the Sales Challan Signed by your representative at the end of the function. Above rate is only for food, Areated Beverages , will be charged as per the rate Mentioned in Quotation.( Basic rate less 20% Discount on Beverages Only plus Taxes Extra at Actuals) Please prepare all Cheque/DD in favour of " MAYFAIR BANQUETS PRIVATE LIMITED " Note : We are under Composit Scheme of MVAT therefor our Actual Invoice will show Rate Which Will inclusive of 8% VAT. VAT TIN : 27850006513V Service Tax No : CE-PIII/STC/MAK-671/MBPL-28/04 PAN NO : AABCD2011N Bank Details: Name : UTI Bank Ltd A/c No : 110010200004015 Address: Plot No 75/2/2 B - Building No - Y Sacred Heart Town , Wanwadi Pune 411040
Thanking You, For MAYFAIR BANQUETS PRIVATE LIMITED
Authorised Signatory The Corinthian , Nyati County , Nr. N I B M , Kondhva Pune 411 028 Tel : 020 - 26802222
24
Operation Manual I Mayfair Banquets
1,817,723
SALES MENU ITEMS Soup (any 1) • Canadian soup • French onion soup • Hot & sour soup • Minestrone • Potato & leek soup • Sweet corn veg soup • Tom yum soup • Tomato and basil soup • Tomato rassam • Veg wanton soup
Vegetarian- (any 2) • Chutney wale aloo • Peshawari chole • Subzi khada masala • Mirchi ka salan • Dingri mutter hara pyaz • Palak Makai • Cauliflower chilly fry • Gobi mutter Achari • Veg malwani curry • Aloo Gobi Adraki • Navratan korma • Mixed Veg Jalfrezi • Kadai subzi • Aloo hare pyaz ki subzi • Veg Makhanwala • Methi muter malai • Thai green curry • Veg au gratin • Assorted veg in garlic sauce • Paneer (any 1) • Kadhai paneer • Paneer Tawa masala • Paneer hydrabadi korma • Paneer butter masala
Non veg (any 2) (1Chicken, 1 Mutton) • Murg Chettinad • Kadhai chicken • Chicken makhani • Achari gosht • Murg achari korma • Khade masale ka gosht • Murg Tawa masala • Gosht banjara • Murg mussalam • Mutton vindaloo • Lamb masaledar • Murg do pyaza • Mutton shahi korma • Saag murg • Chicken kheema masala • Chicken tikka masala • Lamb hydrabadi • Dum ka gosht Operation Manual I Mayfair Banquets
25
• Singaporean black pepper chicken • Stir fried chicken NON SPICY
Dal (any 1) • • • • • •
Dal Bukhara Dal Makhni Dal Methi Dal palak Kali maa ki dal Panchratan dal
Rice (any 1) • Steamed rice • Cumin rice • Mixed veg pulao • Saffron & green peas pulao • Veg hakka noodles • Schezwan fried rice • Veg fried rice • Tomato mint pulao • Veg. biryani
Assorted Indian breads Salads (any 3) • Aloo chaat • Corn & Red bean chaat • Roasted pineapple & cabbage salad • Kuchumber • Mexican corn & tortilla salad • Tomato & feta salad • Apple & red cabbage salad • Russian salad • German potato salad • Cabbage Hawain salad • Som tom salad • Tomato & spring onion salad • Broccoli & orange salad • Caesar salad • Cucumber and cherry tomatoes in hung yogurt • Country Greek Salad • Hummus • Sprouts salad • Coleslaw • Cheese & pineapple salad • Tomato mozzarella salad • Carrot & celery salad
Desserts (any 3)
26
• Dark & White Chocolate Mousse • Gajar Hulwa • Kulfi • Jalebi [Kesar/Apple] • Date Pancakes • Apple Pie • Rasgulla Operation Manual I Mayfair Banquets
SALES • Ice Cream • Fruit triffle • Malpua • Kheer (Rice, Kesar) • Angoori Rabdi • Chocolate Orange mousse • Moong Dal Hulwa • Walnut Brownies • Gulab Jamun • Shahi Tukda • Ras Malai • Fresh Fruit Platter • Phirnee • Black Forest Gateau
Operation Manual I Mayfair Banquets
27
LIST OF LIVE COUNTERS SINGAPORE (ORIENTAL) HAWKER’S COUNTER (An exciting display of pre cooked exotic vegetables, lamb & chicken with a wide variety of sauces/oils and condiments)
BURMESE KHOWSHEY COUNTER {Vegetarian & non-vegetarian Khowshey served with rice & an array of condiments & spices}
MAYFAIR’S PASTA TROLLEY (Penne, Fussili & farfale cooked in a choice of alfredo, basil pesto or marinara served with assorted vegetables & lamb, chicken & in a wide range of condiments) INTERACTIVE SALAD STATION (An array of salad vegetables and meats for you to combine with dressings to toss up a SALAD OF your taste.)
RISOTTO STATION ARBORIO RICE COOKED WITH CHOICE OF ACCOMPANIMENTS CHICKEN / ASPARAGUS / SHITAKE MUSHROOMS / STUFFED OLIVES / SUNDRIED TOMATOES / BLACK OLIVES / PICKLED BURGER STATION COTTAGE CHEESE BURGER CHICKEN BURGER CHICKEN HOT DOGS {SERVED WITH FRENCH FRIES / MUSTARD MAYO/GRILLED ONIONS / GhERKINS / CHEESE / TANGY SPICY SAUCE}
GRILLED STATION CHICKEN ESCALOPE COTTAGE CHEESE STEAKS STUFFED ZUCCHINNI {SERVED WITH ASSORTED VEGETABLES / CREAMY MUSHROOM SAUCE/WILD BBQ SAUCE / PICKLED RED ONION BUTTER} ROTISERIE GRILL Lamb strips/ chicken escalope served with assorted vegetables And red wine and green pepper sauce and lemon chilly butter Tangy barbeque sauce Hungarian Lamb Stew Sautéed Mushroom and Cheery Tomatoes in walnut, wine and Parmesan. Noodle Bar(live counter) (an assortment of fresh vegetables and meat with lively display of sauces and accompaniments where the chef invites you to choose your combination for him t put together as per your taste) VEG CONTINENTAL COUNTER JACKET BAKED WITH ASSORTED FILLINGS- LIVE AT SITE 28
Operation Manual I Mayfair Banquets
SALES (SOUR CREAM CHEESE, PARSLEY BUTTER TAWA MUTTON- LIVE AT SITE (BHEJA, BRAIN, LAMB CHOP, GURDA, KALEJI, KHEEMA SERVED FROM TAWA LIVE AT SITE COTTAGE CHEESE STEAKS {SERVED WITH ASSORTED VEGETABLES / WILD BBQ SAUCE / SPICY TOMATO SAUCE}
Operation Manual I Mayfair Banquets
29
30
Operation Manual I Mayfair Banquets
3
Salads
2
3
1
1
1
3
1 2 1 1
2
Non-veg dishes
Vegetarian dishes
Dal
Rice
Farinacious
Indian Breads
Accompaniments Curd Preparation Achar Papad Chutney
Dessert
Main Course
1
Type
Soup
Items clear/thick/broth veg
Description
Indian/Conti
Nan/Roti/Paratha
noodle/pasta
Plain/Pulao
Yellow/Black/Chhole/Rajma
Gravy/Dry/Baked
gravy/dry-grilled/fried/roasted
oil based/cream based/1 low fat
Conference Menu Structure
Gulab Jamun/Mousse
Raita/dahi vada/plain curd MIx/Chilly Roasted Mint/tomato
Baby nan/plain roti/lachha paratha
Lasagne Napolitaine/Veg fried noodles
Peas Pulao
Yellow Dal Tadka/Dal Makhani
Palak Paneer /Achari aloo/Baked corn & spinach
Murgh Makhani, Grilled fish
Greek/Russian/Crunchy spinach
Lemon Corainder/Cream of broccoli/Spinach & corn broth
Sample Items
MENUS STRUCTURE
noodle/pasta Nan/Roti/Paratha
3
3
1
1
1
4
Vegetarian dishes
Dal
Rice
Farinacious
Indian Breads
1 2 1 1
3
Curd Preparation Achar Papad Chutney
Dessert
Accompaniments
Main Course
Non-veg dishes
Indian/Conti
Plain/Pulao
Yellow/Black/Chhole/Rajma
Gravy/Dry/Baked
gravy/dry-grilled/fried/roasted
oil based/cream based/1 low fat Cold cuts, bread display
3
Salads
clear/thick/broth veg
Description
1
Type
Soup
Items
Premium Conference Menu Structure
Gulab Jamun/Chocolate Mint Tarts/Baskin Robins Sundae Station Assorted Fresh Fruits Platter
Raita/dahi vada/plain curd MIx/Chilly Roasted Mint/tomato
Baby nan/Plain roti/Khasta roti/lachha paratha
Lasagne Napolitaine/Veg fried noodles
Peas Pulao
Yellow Dal Tadka/Dal Makhani
Palak Paneer /Achari aloo/Baked corn & spinach
Murgh Makhani/Tawa Keema/ Grilled fish
Greek/Russian/Crunchy spinach Assoreted cold cuts/ fish terrine/Chicken roulade Healthy bread selection:Multi grain/Rye/Foccacia/Ciabata
Lemon Corainder/Cream of broccoli/Spinach & corn broth
Sample Items
MENUS STRUCTURE
SALES
31
32
Operation Manual I Mayfair Banquets
2
1
4
2
2
Soup
Salads
Main Course
Dessert
Type
Coolers/Smoothies
Items
POWER LUNCHES Description
Sample Items
Assorted finger sandwiches-veg and non-veg in whole wheat bread Paneer Kathi Roll/Chicken Kathi Roll
Fresh Fruit Platter/ Fresh Fruit tarts/Crème Caramel/Ice Cream/Kulfi
light desserts
Caesar Salad - Live/Chef's Combo Salad Bar/Assorted Gourmet Greens Russian Salad in cucumber cups/ Pan roasted vegetables with herb dressing Cold meat platter with focaccia bread and low fat butter
Lemon Corainder/Cream of broccoli/Spinach & corn broth
Seasonal Fruit smoothie(Mango/Banana/Strawberry)/ Cucumber & Mint Cooler
sandwich/kathi rolls (2 veg/2 non-veg)
oil based/cream based/1 low fat
clear/thick/broth veg
Yoghurt based/fruit based drink
MENUS STRUCTURE
Social Menu
1
1
3
1 2 1 1
3
Rice
Indian Breads
Accompaniments Curd Preparation Achar Papad Chutney
Dessert
3 to 4
Dal
Vegetarian dishes
Non-veg dishes
2
4
Salads
Main Course
1 to 2
6(3veg/3nonveg)
Soup
Starters
Sample Items
Indian/Conti
Nan/Roti/Paratha
Kesari Jelebi with rabdi/Fresh fruit platter/IceCream
Raita/dahi vada/plain curd Mix/Chilly Roasted Mint/tomato
Baby nan/plain roti/lachha paratha
Peas Pulao
Yellow Dal Tadka/Dal Makhani/Amritsari Chhole
Yellow/Black/Chhole/Rajma Plain/Pulao
Kadhai Paneer /Gobhi aloo adhraki/Tawa Veg/Veg au gratin
Methi Murgh, Rarra Gosht,Amritsari fish
Greek/Russian/Crunchy spinach/Aloo anardana
Roasted Bell Pepper Soup/ Chicken and Lemon grass
Murgh Lasooni Tikka/Shaami Kebab/Fish fingers Achari Paneer Tikka/Veg Galouti/ Cheese Wraps Cold starters-Canapes, Bruschetta, Crostini, Mousse
Gravy/Dry/Baked
gravy/dry-grilled/fried/roasted
oil based/cream based/1 low fat/chaat
clear/thick/broth veg
tandoori/grilled/fried/baked can be mix of hot and cold
*2 live counters below 300 pax and *3 live counters above 300 pax within the parameters given below Items Type Description
MENUS STRUCTURE
SALES
33
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Operation Manual I Mayfair Banquets
Social Menu Primium
6
Salads
3
4
2
2
4
2 2 2 1
4
Non-veg dishes
Vegetarian dishes
Dal
Rice
Indian Breads
Accompaniments Curd Preparation Achar Papad Chutney
Dessert
Main Course
1 to 2
8 starters hot & cold 4 veg and 4 non-veg
Soup
Starters
Indian/Conti
Nan/Roti/Paratha
Rice/Biryani
Yellow/Black/Chhole/Rajma
Gravy/Dry/Baked/Roasted
gravy/dry-grilled/fried/roasted
oil based/cream based/1 low fat/chaat Cold Cut Platter with assorted breads
clear/thick/broth veg
tandoori/grilled/fried/baked Mix of hot and cold starter
*3 live counters below 300 pax and *4 live counters above 300 pax within the parameters given below Items Type Description
MENUS STRUCTURE
Sample Items
Kesari Jelebi with rabdi/Fresh fruit platter/Baskin Robins Ice Cream/Chuski bar Kulfi Falooda/Chocolate Gateaux/Tiramisu
Assorted Raita/dahi vada/plain curd Mix/Chilly Roasted Mint/tomato
Baby nan/plain roti/lachha paratha/Pudina paratha
Navratan Pulao/Kashmiri Pulao/Subz Tahiri/Hyderabadi Mugh Biryani
Amritsari Chhole Kulche/Dal Makhani/Yellow dal Tadka-Live/Pindi Chhole
Palak aap ki pasand-live with assorted vegetables/Paneer pasanda/Malai Kofta Vilaiti Subz Jal Frezi/Lahori Bahrwan Aloo/ Mirch Ka salan/Khumb Makai Takatak
Tawa Keema mattar with pao/Nalli Nahari with Khameri roti/Murgh badam pasanda Goan Fish Curry/Thai seafood in red curry/Pomfret paupiettes with basil & olives
Mezze Platter/Assorted gourmet greens with choice of dressings/ Caesar Salad-live Lab Kai/Raw Papaya Salad(Som Tam)/ Roasted Bell Papper Salad/Chaat Counter Bread Display: Whole Wheat/Mini Baugettes/Rye Bread/Focaccia
Khau swey Counter/Shorba Counter(veg/non-veg)/Broccoli and almond capuccino
Galowti Kebab Corner/Assorted Tawa Kebabs/Murgh Tangri Kebab/Gilafi Seekh Ajwaini Fish Tikka/ Lasooni Jhinga/Grilled prawns/Beer Battered Fish Fingers Fish mousse with olives in cucumber cups/Chicken & paprika lyonner
Social Menu Elite
6
Salads
4
4
2
2
4
3 3 3 2
Non-veg dishes
Vegetarian dishes
Dal
Rice
Indian Breads
Accompaniments Curd Preparation Achar Papad Chutney
Main Course
1 to 2
8 starters hot & cold 4 veg and 4 non-veg
Soup
Starters
Nan/Roti/Paratha
Biryani Counter/Kashmiri Pulao
Yellow/Black/Chhole/Rajma
Gravy/Dry/Baked/Roasted
gravy/dry-grilled/fried/roasted
oil based/cream based/1 low fat/chaat Cold Cut Platter with assorted breads Cheese Board
Assorted Raita/dahi vada/plain curd Mix/Chilly Roasted papa2-3 varieties and flavours Mint/tomato/Morobba
Baby nan/Lasooni Naan/plain roti/lachha paratha/Pudina paratha/Missi roti/Mirchi roti
Gosht aur Subz Biryani counter/ Mayfair Khaas Khullar Biryani Noormahal Pulao/Jaituni Pulao
Dal Tadka -Balck & yellow dal - live/ Amritsari Chhole Kulche/Dal Makhani in Khullar
Vilaiti Subz Tawa/ Paneer aap ki pasand-live/ Subz Miloni/ Mirch Ka salan/ Paneer pasanda/Bharwan Lahori Aoo/Teen Khumb hara pyaz
Seafood Teriyaki counter/Indian Coastal counter/London Mix Grill Counter Nalli ki nehari/Mugh Methi malai/Paupiette of pomfrets in paprika and white wine Tawa Keema/Gurda/Kaleji counter
Anti pasti assortitti/ Lab Kai/Mixed seafood salad Cottage cheese & bell pepper terrine/ Mezze platter/Caesar Salad-live Bread Display: Multi-grain/Rye/Ciabata/Focaccia/Whole Wheat/Garlic Assorted Cheese Board (4 varieties)- Camembert/Brie/Edam/Emmenthal with accompaniments
Roasted pumpkin soup with basil/Khau swey counter/Hot consomme shots/Shorba counter
clear/thick/broth veg
Sample Items Shawarma Counter/Sheesh taouk counter/Galowti Kebab Corner Grilled/Tandoori Prawns/Pink Salmon Rosettes/Chicken Galantine Seafood Tapas Bar/Cheese fondue stations
tandoori/grilled/fried/baked Mix of hot and cold starter with seafood
Theme menus/Multi Cuisine Menus/Out of the box live counters/Designer Menus Items Type Description
MENUS STRUCTURE
SALES
35
GUEST FEED BACK FORM
Dear Guest, Kindly spare a few minutes to answer some questions and help us to improve our services. Feel free to add in your valuable suggestions at the end to enable us to serve you better. We value your comments and appreciate your help
PARTICULARS
REMARKS
excellent Type of Function Venue Ambience Look & Feel Air conditioning Service Attentiveness of staff Flexibility to your needs Courteousness of staff Food quality Taste of food Presentation of food Temperature of food (was the food served at right temperature) Did any staff member exceed your expectation When do you plan to schedule your next event with us Please write below, any further suggestions or comments you wish to add: Personal Details Name Birthday Anniversary Address (Home / Business) Telephone (Home / Mobile / Business) Email Date Time Signature
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Operation Manual I Mayfair Banquets
good
poor
SALES THANK YOU LETTER
To,
DearMr/ Ms Greetings from Mayfair!!!!! On behalf of Mayfair Banquets, I would like to thank you for hosting your event at Mayafair. We truly appreciate your valued support. It was an absolute pleasure working with you and your team and I appreciate the opportunity to cater for this event. Mayfair Banquets dedicated services team spared no effort to ensure that every detail of the event from food and service to the décor and ambience was well looked after. We trust the arrangements were to your expectations and look forward to receiving your feedback. I would like to thank you once again for choosing Mayfair Banquets and look forward to yet another occasion when we can be of service to you. Yours sincerely
Operation Manual I Mayfair Banquets
37
REGRETS ON COMPLAINTS
To,
Dear (Name of the guest), Thank you for hosting your prestigious function at Mayfair on (Date) However, we are very sorry for the inconvenience caused during your event. Please accept our sincere apologies for any unfavorable impression made. Such comment is a major concern for any organization involved in customer service and therefore for Mayfair too. We have noted all your comments for further improvement. Your comments provide data for monitoring & evaluation of the service extended to our guests. We assure you that we are constantly training our staff in order to keep our standard of service at optimum level. We look forward to having the opportunity to serve you at Mayfair again during your future events. Until then, we send you our best wishes. Yours sincerely,
(Name of the staff) Mayfair Rooms 254 C, Dr. Annie Besant Road Worli, Mumbai-400030 Tel-022 40501111
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Operation Manual I Mayfair Banquets
SALES IRATE CUSTOMER HANDLING
1
LET THE CUSTOMER VENT Avoid phrases 1 you don’t seem to understand 2 You must be confused 3 You have to 4 We wont…..we never…….We can't 5 Its not our policy
DO THESE THINGS 1 2 3
2
DON’T TAKE IT PERSONNALY 1 2
3
Do not raise your voice Do not retaliate comment to comment
EXPRESS EMPATHY TO CUSTOMERS 1 2 3 4
4
Nod your head frequently Say Uh…Uh… from time to time Maintain eye contact
Use these phrases I can see why you feel this way I see what you mean that must be very upsetting I am sorry about this
BEGIN ACTIVE PROBLEM SOLVING 1 2 3 4
Gather any additional information you can Double check all facts Mutually agree on a solution Follow up.
Operation Manual I Mayfair Banquets
39
HOW TO ANSWER A TELEPHONE 1 2 3 3 4
pick up the within 3 rings greet the caller Give the Co name/ dept Give your name Ask the customer if you can help
GET TO KNOW WHOM YOU ARE SPEAKING TO
good morning/afternoon/ evening
may I assist you
May I know who is calling Sir/madam
HOW TO PUT CUSTOMER ON HOLD 1 2 3 4 5
ask the customer if you can put him on hold Wait for a response Tell the customer why they are being put on hold Give atime frame Thank the customer for holding
1 2 3
explain why the caller is been tranfered & to whom Ask the caller if she/ he minds being tranfered Make sure there is someone to pick up the phone beforeyou hang up Tell the person you are transefering the call to , the name of the caller & the nature of fthe call
Can I put you on hold Mr./Ms…..
Thank you for holding MR/Ms….
HOW TO TRANSFER THE CALL
4
HOW TO TAKE A MESSAGE 1 2 3 4 1 2 3 4 5
Explain your co- workers absense offer to help yourself Take a message or ask if the call can be transferred to some one else Fill in the message slip Message slip check list correct spelling of customers first & last name correct ph no including area code- make sure you repeat the details Brief message explaining why the customer called Name of the person the customer wants to reach Time & date the customer called
1 2 3 4 5 6
Repeat all actions steps you are goin to take Ensure both of you agree on what is going to be done Ask the caller if you can do anything else for him Thank the customer for calling/ appreciate if a problem is got to your notice Let the caller hang up first Write down all important information as soon as you get offthe phone
ENDING THE CALL
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Operation Manual I Mayfair Banquets
SALES TELEPHONE AUDIT CHECK LIST
TELEPHONE CHECKLIST- To be filled for each unit by the Training Manager Parameters
Gentlemen
Good
Average
Bad
Answer within 3 rings Greeting of the Day Unit Name Name Introduction "How may I help you?" Tone/ Volume Clarity Language/ Words TOTAL-My Score Maximum Score
16
Remarks: Name of person : evaluated : Time of call : Purpose stated :
Operation Manual I Mayfair Banquets
41
TEN MAJOR DO'S & DON’T'S DONT
42
DO
1 I dont know
I will find out
2 No
What can I do
3 Thats not my job
This is who can help you
4 Thats not my fault
Lets see what we can do about this
5 You need to talk to my Manager
I can help you Sir
6 Calm down Sir
I am sorry
7 I am busy right now
I'll be with you in just a minuite
8 Call me back
Can I call you back.
Operation Manual I Mayfair Banquets
SALES Sales meeting room check list Yes
No
1 Table dust free 2 Wet tissues are placed on the table 3 Water glasses are equal to the no of chairs at the table 4 Water glasses are kept on coaters & lid on 5 Sample crockery cutlery & glassware are on display are clean 6 Mayfair material for reference is available 7 Function Photo albums are kept prominently accessible 8 Magzines, & news papers available 9 Old news papers & out dated magazines are removed 10 Chair cushions & covers are clean 11 All linen used have a fresh look 12 Airconditioning is properly cooling 13 The room is free from bad odor 14 Flower arrangements are fresh 15 Pencils & pads are available 16 The room is well lit 17 Mayfair colages are on display & kept clean
Operation Manual I Mayfair Banquets
43
OFFICE PANTRY CHECK LIST yes 1 refrigerators stacked with soft drinks & juices 2 The cabinet shelves are lined with clean liners 3 Wiping cloths are clean & without smell 4 Glassware, cups, plates are always available ready to use 5 Glassware, cups, plates are stacked neatly 6 Gas burner is clean 7 Tea pots are clean & with no smell of stale tea 8 Sugar, tea powder, coffee powder & milk is available 9 Tea making Utensils are Clean with handles intact 10 Chilled water is available 11 Wafers & cookies are available 12 Service salvers are clean & lined if necessary 13 Tea strainer is clean & free of bad smell 14 Dust bin present & lined with a garbage bag 15 Dust bin is not overflowing with garbage
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Operation Manual I Mayfair Banquets
No
SALES LADIES GROOMING CHECKLIST- To be filled fortnightly by all team members Will be chekcked and signde off by Manager Parameters
Dress
Hair
Mark "1" if Yes or "0" if No
Gentlemen
Wearing neat and clean well ironed uniform in good condition. Cuff buttons should be tied. Is wearing closed, heeled shoes well maintained Hair kept close and pulled away from the face. Hair neatly combed and & styled in an appropriate manner. Non frizzy, non-messy, well conditioned hair Non oiled hair while on duty
Face
Lips
Foundation / compact matching with the skin tone Eye-liner of a suitable colour. Eye shadow (in peach or brown without glitter. No silver / blue eye - shadow ) Liptstick with yellow tone (beige / brown shades)
Hands
Clean and manicured short trimmed fingernails with nail polish not chipped
Eyes
No mehendi or other designs on hands No threads or friendship bands tied on the wrist Jewellery Hygiene
Simple elegant wrist watch, wedding/engagement ring, chain & small earrings Use of mild deodorant to prevent body odour No bad breath Teeth should be stain free No dirty fingernails
Operation Manual I Mayfair Banquets
45
Kitchen Introduction. “Mayfair” this is the name that the whole corporate world in Mumbai is aware of, for 5 star banqueting. It has been 7 years since that Mayfair has made its presence felt in Mumbai. It started with 5 star banqueting rooms that set a new standard in celebrations and conferences. In three years we immerged as trendsetter in doing weddings, corporate parties, conducting conferences by offering finest cuisines and services.
Presenting the Mayfair Rooms – a recipe for great celebrations! A whole new dimension in exclusive Hospitality Services to set new standards in the art of celebrating events with a memorable experience. “Innovation with an eye for detail” is our motto, we believe professionalism and expertise distinguishes the ordinary from the exclusive Our motive is to our guests with highest standards of hygienic, nutritious food that they could relish on daily basis. We stands out amongst its contemporaries by providing a system of operations that enhances total quality & hygiene It is said; nothing supersedes success. It is also said that no business can ever be bigger than food business. Whatever may happen man has to eat. This brings a radical difference in the way cuisines can be made available to him that too right. where he is. A quest in bringing in not just quality food but a complete change in the way the corporate world would dine.The effort is to create a homely bliss to tantalize taste buds and satisfy the increasing shifting palate and those who still prefer the traditional way of taste. With our expertise we even provide silver service depending upon various requirements of the corporates and the socialites. We can cater to corporate and social parties with an exhaustive and finest cuisine, which ranges from Mexican, Thai, Chinese,Continental, Mongolian, Lebanese etc To complement our delectable cuisine, we offer warm and delightful service. Everything is thoughtfully planned and executed so that corporate and socialites have absolutely no cause for concern for their guests. With the finest and customized serving dishes, crockery, cutlery and tableware. And expert staff who are courteous and attentive, yet never overbearing. We have hosted some of the most talked about occasions in town- with VVIP invitees - like former President of the USA Mr. Bill Clinton. Hardly surprising, then, that today our hospitality is making quite an impression on ministers of state, industrialists, superstars and many Corporate.
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Operation Manual I Mayfair Banquets
UTILITY STEWARDS 08
COMMIS II 01
HALWAI 01 ASST HALWAI 02
CDP CONTINENTAL 01
PANTRYMAN 01
STEWARDING SUPERVISOR 01
COMMIS II 06
COMMIS I 02
TANDOOR COOK 02
CDP INDIAN 01
UNIT SOUS CHEF
UNIT CHEFS
CITY CHEF
CDP BAKERY 01
COMMIS- II 01
ASST BAKER 01
ORGANIZATION CHART FOR 500 PAX BANQUETS CAPACITY
COMMIS II 01
CDP ORIENTAL 01
OPERATIONS
Operation Manual I Mayfair Banquets
47
Job Description Job Title: Department: Reports To: Prepared By/ Date: Approved By: Approved Date:
City Chef Food production Chief Operating Officer HR Head/ May 2007 COO June 2008
SUMMARY Responsible for the overall quality of the food and non-alcoholic beverage served in all Mayfair activity in the city of Mumbai. The effectiveness of this function is in maintaining the budgeted costs in terms of material and personnel while keeping a high benchmark in the quality of the food and beverage. ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.
Cost parameters • • • •
• • • • •
Develop and implement cost control processes in all operating units. These will be monitored weekly by the city chef Overall responsibility to ensure the targeted material cost for the city is achieved +-2% To maintain the manpower cost of the department in the city as prescribed by the management. Puts in systems and processes to ensure that casual staff hiring in the production department is done in such a way as to minimize cost. To innovate new ideas for cost reduction. Will be personally responsible to implement at least 5 significant initiatives to bring down/rationalize costs. Work with the Sales-Head and unit managers to design menus for events considering the profitability of the event for all functions exceeding 750 customers Work with the unit chef and the unit manager regarding the costs so as to increase the profitability of the units. Implement the cost control measures in the kitchen with the unit chef for achieving the budgeted cost per person value. Help the unit chef in keeping the equipment hiring cost in the required parameters +-1% Make a yearly budget for the food cost and the capital budget as per the requirements for the year on the terms of equipment hiring done for the previous year and forecast for the financial year.
Customer Service •
• • •
Interacts with key customers in the city to present them with a menu of their choice in the cost parameters of the rate offered to them. The city chef will be personally involved in all functions with a guest number exceeding 750 Interaction with those guests for the pre-function, during the function, and post to the function regarding the food aspects and the presentation aspects. Reviews the feedback from the feedback system in co-ordination with the sales and operations weekly and circulates action required notes every week on that feedback. Be the face of Mayfair regarding the food requirements of the guests for the city.
Training • • • • • • •
48
Create the annual training calendar in co-ordination with the HR department for the existing and newly recruited kitchen staff. Conduct a meeting with the heads of the departments of the kitchen regarding the activities happening for the next week and take a review for the preceding week. Conducts one to one feedback sessions with all staff in the units on a regular basis. One employee per week Conduct a meeting with the entire department once a month and share thoughts and views regarding the business and the activities happening in the kitchen. Uses people deployment techniques to enhance soft skills at all levels Gives feedback to the vice president for additional training or any other training requirementsProduct Quality Conceptualizing, innovating and implementing new ideas which will enhance the “WOW” factor for the cus tomer.
Operation Manual I Mayfair Banquets
OPERATIONS • • • • • •
Make SOP’s for the receiving of raw materials for the unit chef. Co-ordinate with other City Chef’s for new concepts and the present trends happening in the industry. Co-ordinate with external vendors with assistance of the city stores manager for new techniques to reduce the work load of the unit kitchen and maximize out put by the staff. Introduce new vendors for outsourced food as per the standards. Be the front for all new ideas and innovations in the city. Personally responsible for 24 distinct product improvement initiatives in a year. Implement systems to ensure the hygiene of the kitchen is as per standards set by the government. The city kitchens score not less than 90% in the mystery hygiene scores
Standard Process Adherence • • •
Ensures timely and proper reporting of monthly data in association with the team Ensures accuracy and timeliness of all procedural work done by the unit chef. Responds timely, accurately and positively to requests from other departments and associates.
SUPERVISORY RESPONSIBILITIES The City Chef directly report to the City Vice-President.
QUALIFICATIONS /EDUCATION and/or EXPERIENCE • • •
High School or equivalent(preferably a Hotel Mgmt Degree or Diploma) Hotel Industry/ Food Industry background. 8-10 years experience as an Executive-Chef in a 5 Star Hotel or equivalent industry.
LANGUAGE SKILLS • •
English Hindi
COMPETENCIES • • • • • •
Results Oriented Planning & Organizing Team Leading Customer Focus Attention to Detail Great customer interpersonal skills
Operation Manual I Mayfair Banquets
49
INDENTING PATERN
NAME
RAW INDENT GUIDE
NOS PAX
KG 1 SOUP 2 VEG STARTER 3 VEG STARTER 4 VEG STARTER 5 NON VEG STARTER 6 NON VEG STARTER 7 NON VEG STARTER 8 SALAD 9 RAITA 10 PAPAD 11 PICKLE 12 CHUTNEY 13 MAIN COURSE VEG 14 MAIN COURSE VEG 15 MAIN COURSE VEG 16 MAINCOURSE NON VEG 17 MAINCOURSE NON VEG 18 MAINCOURSE NON VEG 19 DAL 20 NAAN/ROTIE 21 RICE 22 BREAD DISPLAY 23 DESSERT 24 DESSERT 25 DESSERT TOTAL
50
Operation Manual I Mayfair Banquets
INDENT KG
0.044 0.031 0.031 0.031 0.05 0.05 0.05 0.05 0.025 0.01 0.012 0.011 0.05 0.05 0.05 0.05 0.05 0.05 0.045 0.05 0.08 0.01 0.04 0.04 0.04 0 1
100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 0
4.4 3.1 3.1 3.1 5 5 5 5 2.5 1 1.2 1.1 5 5 5 5 5 5 4.5 5 8 1 4 4 4 0 100
OPERATIONS
1 2 3 4 5 6 7 8
VEGETABLE
KG
ALOO PATTA ARBI BANANA LEAVES BEET ROOT BHAWNAGRI MIRCHI BHUTTA BRINJAL BIG BRINJAL SMALL
BUNCH KG NOS KG KG NOS KG KG KG KG KG KG KG KG KG NOS NOS KG KG BUNCH kg KG KG KG KG KG KG KG KG KG KG KG KG BUNCH kg KG KG KG KG KG KG
NEW ITEM 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27 28 29 30 31 32 33 34 35 36 37 38 39 40
CABBAGE CAPSICUM CARROT CARROT DELHI CAULIFLOWER CHAWLI SHENG ( KWALI) COCONUT TENDER COCONUT WHOLE CORRIENDER CUCUMBER CURRY PATTA DILL FRESH DRUM STICK FRENCH BEANS GARLIC GARLIC CHINA GARLIC PEELED GAWAR GINGER GREEN CHILLI KAMAL KAKDI KERALA KHOLA LADY FINGER LAL MAAT LEMON LOUKI MADRAS ONION MATKI METHI MINT MIXED MATKI
INDENT/KG
KG/RATE COST -
0.50
1.00 0.25 1.00 2.00
2.00 1.50 5.00 1.00
2.50 2.00
1.00
1.00
0.50
5.00 11.00 4.00 7.00 32.00 6.00 10.00 9.00 8.00 7.00 18.00 13.00 13.00 16.00 20.00 12.00 10.00 18.00 8.00 2.00 12.00 16.00 16.00 42.00 100.00 14.00 30.00 10.00 80.00 12.00 20.00 15.00 2.00 30.00 7.00 25.00 30.00 14.00 22.00 30.00
3.50 7.00 4.50 13.00 32.00 20.00 27.00 40.00 2.00 40.00 84.00 10.00 30.00 11.00 -
Operation Manual I Mayfair Banquets
51
41 42 43 44 45 46 47 48 49 50 51 52 53 54 55 56 57 58 59 60 61 62 63
ONION ONION WHITE PADWAL POTATO POTATO DUM POTATO SWEET RAW PAPAYA RED CHILLY RED PUMPKIN RED RADISH SARSO KA SAAG SPINACH SPRING ONION SURAN TINDA TINDLI TOKRI BIG TOMATO BIG TURAI VAL CHI USAL VAL PAPADI WATANA ( MUTTER ) WHITE RADISH FRESH GREEN HARBARA CHANA 64 ( PEELED )
KG KG KG KG KG KG KG KG KG KG KG KG KG KG KG KG
10.00
KG KG KG KG KG KG
15.00
12.00 20.00 20.00 12.00 7.00 20.00 15.00 20.00 6.00 12.00 18.00 10.00 12.00 12.00 16.00 12.00
0.50
12.00 12.00 65.00 18.00 22.00 10.00
0.50
KG
80.00 47.25 TOTAL
1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25
ENGLISH VEGETABLE
KG
ARTICHOK ASPARAGUS AVCADO BABY CARROT BABYCORN BASIL BEANSPROUTE BROCCOLLI CELERY CHERRY TOMATO CHINESSE CABBAGE LEAFY LETTUCE LEEKS LEMON GRASS LETTUCE ICEBURG LOLLO ROSSO PARSALY POCKCHOY RED CABBAGE RED CAPSICUM YELLOW CAPSICUM ZUCCHINI ( GREEN ) RAW BANANA CHUKA ZUCCHINI ( YELLOW )
KG KG KG KG KG KG KG KG KG KG KG kg KG KG KG KG KG KG KG KG KG KG KG KG KG
0.50
0.50 0.50
0.50 0.50 0.50
3.60 52
Operation Manual I Mayfair Banquets
COST 133.00 70.00 20.00 65.00 95.00 80.00 90.00 40.00 60.00 70.00 30.00 65.00 80.00 65.00 115.00 100.00 80.00 60.00 85.00 85.00 60.00 15.00 15.00 85.00
0.50 0.10
TOTAL
634.00
INDENT/KG RATE -
120.00 5.00 180.00 5.00
45.00 4.00 15.00 32.50 57.50 42.50 42.50 30.00 269.00
OPERATIONS
1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22
FRUITS
KG
APPLE APPLE IMP BANANA CHICKOO DISPLAY FRUITS GRAPES BLACK GRAPES GREEN GUVA KIWI MANGO ALFONZO MUSK MELON ORANGE PAPAYA PEARS PINEAPPLE PLUMS POMEGRANATE POMEGRANATE KABULI POMELLO ( GRAPE FRUIT ) STRAWBERRY SWEET LIME WATER MELON
KG KG KG KG
INDENT/KG RATE -
KG KG KG NOS KG KG KG KG KG KG KG KG KG KG KG KG KG
COST 60.00 115.00 12.00 18.00
25.00 10.00 30.00 65.00
33.00 33.00 16.00 22.00 80.00 25.00 30.00 10.00 120.00 15.00 160.00 45.00 50.00 25.00 225.00 30.00 12.00
1.00 1.00 2.00
4.00 TOTAL
FISH 1 2 3 4 5 6 7
CRAB WHOLE FISH BETKI FISH BETKI FILLET (SMALL) FISH BOMBAY DUCK FISH BONLESS BETKI FISH CLAM WHOLE FISH CRAB 650-750 FISH CRAB MUD LARGE 8 1KG FISH CULCUTTA BETKI FIL9 LET 10 FISH GHOLE WHOLE FISH GREEN MUSSELS 11 WHOLE 12 13 14 15 16 17 18 19 20
FISH LOBSTAR WHOLE 500G FISH MACKAREL FISH MARRAL (COD FISH ) FISH POMFRET 600-700 FISH POMFRET BLACK LARGE FISH POMFRET CHINESE FISH PRAWANS TIGER(JUMBO8-12) FISH PRAWNS TIGER 6-8 FISH PRAWNS TIGER JUMBO 12-17
KG KG KG KG KG KG KG KG
INDENT/KG RATE 4.00
COST 342.00 118.00 153.00 41.00 200.00 30.00 265.00
472.00 -
KG
383.00
-
KG
200.00
-
KG
125.00
-
KG
106.00
-
KG
800.00
-
KG KG KG
35.00 118.00 375.00
-
KG
140.00
-
KG
354.00
-
KG
767.00
-
KG
826.00
-
KG
507.00
-
Operation Manual I Mayfair Banquets
53
21 22 23 24 25 26 27 28 29 30 31 32 33 34 35 36 37 38
FISH RAWAS WHOLE (SALMON) FISH SNAPPER WHOLE( 2KG EACH ) FISH SOLE FRESH FISH SQUID CLEANED FISH SQUID TUBE FISH SQUID WHOLE FISH SURMAI(SEER/VANJRAM) FISH TINY PRAWNS PEELED FISH TUNA BLUE FIN FISH WHITE SNAPPER LOBSTAR WHOLE OYSTER CLEANED PRAWN WITH HEAD 18 PC TO 22 PC PRAWN WITH HEAD 22 PC TO 30 PC PRAWN WITH HEAD 30 PC TO 40 PC PRAWN WITH HEAD 40 PC TO 45 PC PRAWN WITH HEAD 65 PC TO 80 PC SHRIMPS
KG
106.00
-
NOS
106.00
-
KG KG KG KG
59.00 153.00 188.00 120.00
-
KG
130.00
-
KG KG KG KG KG
128.00 47.00 95.00 800.00 82.00
-
KG
385.00
-
KG
350.00
-
KG
300.00
-
KG
270.00
-
KG
190.00
-
150.00
472.00
KG 4.00
1 2 3 4 5 6
1 2 3 4 5 6 7 8 9 10 11 12
CHICKEN
KG
BREAST BONELES CHICKEN BROILER CHICKEN CURRY CUT CHICKEN DRUMSTICK EGGS LEG BONELES
KG KG KG KG NOS KG
MUTTON
KG
BABY LEG BRAIN CHOP FAT GURDA KAPURA LIVER MUTTON KHEEMA MUTTON LEG PAAYA SHOULDER WHOLE MUTTON
KG NOS KG KG KG KG KG KG KG DOZ KG KG
INDENT/KG RATE -
6.00 6.00
Operation Manual I Mayfair Banquets
COST 130.00 60.00 130.00 130.00 2.00 130.00
-
TOTAL
-
INDENT/KG RATE -
COST 150.00 20.00 120.00 110.00 110.00 110.00 115.00 120.00 80.00 115.00 120.00
3.00
3.00
54
TOTAL
TOTAL
360.00 360.00
OPERATIONS DAIRY PRODUCTS KG 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27 28 29 30 31 32 33 34 35 36 37 38 39 40
AMERICAN CORN AMUL BUTTER AMUL CHEESE BANANA & STRAWBERRY I/C BANANA & STRAWBERRY I/C BLACK PAPPER CHESSE ( A.B.C. ) BLUE CHEESE IMP BRANDY BREAD KULCHA BUTTER SCOTCH I / C ( BUTTER SCOTCH I / C ( DUNS ) CAMEMBERT CHEESE IMP CHEDHAR CHEESE (ABC ) CHICKEN NUGGETTES CHOCO ROYAL MOUSSE I / C ( BASKIN ) CHOCOCHIP ICE CREAM ( BASKIN ) COCONUT CHUTNEY COOKIES COOKING CHEESE CURD DHAI WADA BATTER DOSA BATTER DYNABITES EDAM BALL CHEESE IMP EMANTHAL CHEESE IMP FRESH CREAM ( GOYAL ) FRESH NOODLES GREEN PEAS IDLY BATTER KAJU MATHAI KANDI KULFI KOTIMBIR WADI KULFI FALOODA LASAGNE SHEET LEACHY I/C MANGO ICE CREAM ( BASKIN ROBINS ) MATKA KULFI MAWA MILK BUFFLAO MILK COW
KG KG KG
INDENT/KG RATE 0.50 1.50 1.00
COST 60.00 155.00 175.00
30.00 232.50 175.00
BLK
300.00
-
BLK
300.00
-
KG
-
KG LT NOS BLK
5.00 150.00
-
BULK
150.00
-
KG KG KG
460.00
BLK
350.00
-
BLK
350.00
-
KG KG KG KG KG KG KG KG KG LT KG KG KG KG NOS KG NOS KG BLK
50.00 120.00 175.00 35.00 45.00 22.00 460.00
80.00 40.00 45.00 22.00 360.00 5.00 125.00 12.00 50.00 300.00
-
BLK
325.00
-
NOS KG LT LT
15.00 80.00 25.00 20.00
250.00 400.00
10.00 20.00
Operation Manual I Mayfair Banquets
55
41
MINI CORN AND CHEESE SAMOSA( MUL)
KG
MINI MOONG DAL KACHORI KG ( JAIN ) 43 MODAK ( STEAMED ) NOS MONTATARY JACK CHEESE 44 KG ( A.B.C. ) 42
45 46 47 48 49 50 51 52 53 55 56 57 58 59 60 61 62 63 64 65
MONTHLY FLAVOR I/C ( BLK BASKIN ) MOZERALA CHEESE ( ABC ) KG MUSHROOM KG P/A I/CREAM WITH P/A BLK PIECES( BASKIN ) PANEER KG PAPAYA & P / A I/C BLK PAV BHAJI PAV LADI PURANPOLI NOS PURE GHEE KG RABDI KG RED WINE NOS S/W BREAD NOS S/W DHOKLA KG SANDESH ASSORTED KG SITAFPAL I/C(DUNS) BLK STRAWBERY ICE CREAM ( BLK DUNS ) SURALI CHI WADI KG TACO SHELL NOS TOFU KG TORTILLA ROTI NOS
66 UTTAPAM BATTER 67
4.00
5.00
KG
VANILA ICECREAM (BASKIN BLK ROBBI)
68 VANILLA ICE CREAM(DUNS ) BULK
-
125.00
-
10.00
-
200.00
-
300.00
-
180.00 80.00
-
300.00
-
85.00 300.00 8.00 10.00 180.00 95.00 150.00 20.00 160.00 360.00 250.00
340.00 100.00 -
150.00
-
125.00 5.00 80.00 4.50
-
22.00
-
300.00
-
150.00
-
69 WANTON SHEET
KG
50.00
-
70 WHITE BUTTER
KG
130.00
-
71 WHITE DHOKLA
KG
160.00
-
72 WHITE WINE
BTL
150.00
-
73 YELLOW CHEESE
KG
74 YELLOW DHOKLA
KG
160.00
-
75 FRENCH FRIES
KG
95.00
-
-
42.00
56
125.00
Operation Manual I Mayfair Banquets
TOTAL
1,527.50
OPERATIONS 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 21 22 23
BAKERY
KG
APPLE CRUMBLE PIE APPLE PIE & WALNUT PIE BACON SLICE BLACK FOREST PASTARY BREAD DISPLAY BUTTER SCOTCH GATEAUX CARAMEL CHICKEN SAUSAGE CHOCO MOUSSE CHOCOLATE SAUCE CHOCORUM CINNAMOM TEA CAKE CROUTONS DANISH PASTRY DARK & WHITE CHOCO MOUSSE DOUGHNUTS FIG AND WALNUT PIE FRENCH BREAD FRESH FRUIT FLAN FRESH FRUIT TARTS FRUIT TRIFFLE GARLIC TOAST FRUIT TRIFFLE GARLIC TOAST HAM SLICE
RING KG
INDENT/KG RATE -
COST 160.00 160.00
PAX
NOS
12.00 15.00
-
150.00
-
-
5.00
-
4.00
-
5.00
-
8.00 125.00 2.00 3.00 0.01 3.00 0.01 260.00
-
4.00
-
250.00
5.00 3.00 4.00 160.00 8.00 160.00
73.50 80.00 -
4.00 160.00 4.00 5.00
NOS KG
RING
24
IRISH COFFEE MOUSSE IN GLASS
25 26 27 28 29 30 31 32 33 34 35 36 37 38
LEMON CHEESE CAKE KG MINI CROISSANTS P/A PASTARY ( EGGLESS ) NOS PITA BREAD ( SMALL ) NOS PITA BREAD CRISPY NOS R/S BREAD SAVOURY TARTS GARLIC TOAST KG STRAWBERRY MOUSSE NOS STRAWBERRY TARTS NOS TRIMISU NOS VANILLA SPONGE KG WALNUT BROWNIE NOS WHIPPED CREAM
39
WHITE CHOCOLATE GATEAUX
NOS
4.00
-
40
MANGO GATEAUX ( 1.5 KG NOS EACH )
300.00
-
41 42 43 44 45
MANGO TARTS MANGO ECLAIRS BLUE BERRY MOUSSE CRISPY PITA PARMESAN CHEESE
5.00 5.00
153.50
12.00 0.50 0.50 10.50 0.50
7.00
0.50
NOS NOS NOS KG KG
40.00 1,500.00 7.50 TOTAL
Operation Manual I Mayfair Banquets
57
OUT SOURSE JUICES CHAT PAAN MUKHAWAS 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27 28 29 30 31 32 33 34 35 36 37 38 39 40 41 42 43 44 45 46 47 48 49 50
58
-
GROCERY
KG
AJINOMOTO AJWAN ALMOND ALMOND - ROASTED ALMOND FLAKES ALOO PAPAD ANARDANA ARBORIO RICE ARTICHOKE ASPARAGUS IMP ATTA MAKAI ATTA BAJRI ATTA GRINDED ATTA JWARI ATTA NACHNI B. B. Q. SAUCE BADI SAUNF BAKED BEANS BAKING POWDER BESAN BIS. BORBORN BISCUITS MONACO BLACK BEAN SAUCE BLACK PEPPER POWDER BLACK PEPPER WHOLE BLACK TILL BREAD CRUMBS CARDAMOM BIG BLACK CARDAMOM GREEN CASHEWNUT KANI CASHEWNUT SALTED CASHEWNUTS BROCKEN CASHEWNUTS WHOLE CHANA MASALA (PKT) MDH CHANNA BROWN CHANNA GREEN CHARMAGAJ CHAROLI CHAT MASALA (PKT )MDH CHAWLI CHERRY RED CHILLY FLAKES CHILLY FLAKES CHILLY POWDER KASHMIRI ( DEGHI ) MDH CHILLY POWDER PLAIN CHILLY RASHAM PATTI CHILLY SAUCE GREEN CHILLY SAUCE RED CHILLY WHOLE KASHMIRI CHILLY WHOLE MADRAS
KG KG KG KG KG KG KG KG TIN TN KG KG KG KG KG BTL KG NO TN KG PK PK BTL KG KG KG KG KG KG KG KG KG KG PK KG KG KG KG PK KG TN KG KG
Operation Manual I Mayfair Banquets
PKT KG KG BTL BTL KG KG
INDENT/KG RATE 0.10
4.00
1.00
0.05
1.50 1.00 0.50
0.05
COST 85.00 80.00 446.00 485.00 727.00 105.00 286.00 137.00 137.00 35.00 13.35 16.00 19.00 24.00 145.00 75.00 23.00 43.00 43.00 10.00 5.00 9.00 380.00 180.00 65.00 25.00 220.00 495.00 215.00 360.00 215.00 330.00 53.00 26.00 42.00 91.00 340.00 53.00 27.00 94.00 160.00 161.00
44.60 64.00 145.00 9.00 -
30.00 80.00 121.00 25.00 25.00 95.00 116.00
-
322.50 53.00 21.00 8.00 -
OPERATIONS 51 52 53 54 55 56 57 58 59 60 61 62 63 64 65 66 67 69 70 71 72 73 74 75 76 77 78 71 72 73 74 75 76 77 78 79 80 81 82 83 84 85 86 87 88 89 90 91 92 93 94 95 96 97 98 99 100 101 102 103 104 105
CHILLY YELLOW POWDER CHOCOLATE STRAW CINNAMOM POWDER CINNAMOM STICK CITRIC ACID CLOVES COCA POWDER COCONUT DRY COCONUT MILK POWDER COCONUT OIL COCONUT POWDER COLOUR LEMON YELLOW CORN FLAKES (DAILY DIET) CORNFLOUR CREAM CRACKERS CREAM SOUP CUSTARD POWDER DAL ROASTED DAL CHANNA DAL MASOOR DAL MOONG DAL MOONG SPLIT DAL PANDERPURI DAL TOOR DAL URAD DALDA GHEE DATES DAL MASOOR DAL MOONG DAL MOONG SPLIT DAL PANDERPURI DAL TOOR DAL URAD DALDA GHEE DATES DEMIGLESS DHANIYA POWDER DHANIYA WHOLE DRINKING CHOCOLATE DRY CHERRY DRY FIG ELAICHI GREEN ESSENSES - VANILLA GARAM MASALA (RAINBOW) GARLIC POWDER GELETINE GHERKINS (800GM) GINGER POWDER GLASS NOODLE GODA MASALA GREEN COLOUR GREEN CURRY PASTE HALDI POWDER HING POWDER HOISIN SAUCE HONEY I/C WAFFERS Idli Rawa Jaggary Jaiphal JALAPENO Javentri
KG TIN KG KG KG KG KG KG KG KG KG TN PK KG PKT PKT KG KG KG KG KG KG KG KG KG KG KG KG KG KG KG KG KG KG KG PKT PKT KG KG KG KG KG BT PK KG PK NO KG PKT KG TIN TIN KG TN BTL BTL PKT KG KG KG KG KG
0.50 1.00
107.00 100.00 125.00 105.00 97.00 320.00 130.00 87.00 300.00 155.00 68.00 39.00 45.00 24.00 60.00 60.00 36.00 36.00 37.00 33.00 55.00 54.00 45.00 37.00 6.00 58.00 90.00 33.00 55.00 54.00 45.00 37.00 56.00 58.00 90.00 300.00 42.00 39.00 91.00 68.00 272.00 495.00 10.00 38.00 121.00 202.00 50.00 145.00 250.00 60.00 40.00 186.00 49.00 26.00 170.00 160.00 10.00 18.00 20.00 330.00 200.00 631.00
12.00 60.00 -
Operation Manual I Mayfair Banquets
59
106 107 108 109 110 111 112 113 114 115 116 117 118 119 120 121 122 123 124 125 126 127 128 129 130 131 132 133 134 135 136 137 138 139 140 141 142 143 144 145 146 147 148 149 150 151 152 153 154 155 156 157 158 159 160
60
JEERA POWDER JEERA WHOLE JEJUBS KABULI CHANNA BIG KALONJI KANDA LASOON MASALA KASOORI METHI KATCHRI POWDER KESARI ESSENCE KESARI POWDER KEWADA WATER KHASKHAS KHUS SYRUP ( NOGA) KICHYA PAPAD KISHMISH AFTAVI BLACK KISMIS KIWI CRUSH LIME JUICE CORDIAL LITCHI (CRUSH) LITCHIES TIN MADRAS CURRY POWDER MAIDA MANGO PULP MARIE BISCUIT MASALA DHANSAK MASOOR WHOLE MATKI MAYONAISE METHI SEEDS MILK POWDER MIX FRUIT JAM (WINN) MOONG WHOLE MUKHAWAS MURMURA MUSTARD OIL (BTL) MUSTARD SAUCE MUSTARD SEEDS NACHO CHIPS ( LOCAL ) NESCAFE NOODLES OIL OLIVE GREEN OLIVE OIL OLIVES BLACK ONION COCKTAIL ONION POWDER ORANGE CRUSH ORANGE CUT PEEL ORANGE MARMALADE ORANGE RED COLOUR(BUSH) OREGANO PACHADI PICKLE PAPAD LIJJAT PAPADI PAPPER POWDER WHITE
Operation Manual I Mayfair Banquets
KG KG TIN KG KG KG PK KG BTL TIN BT KG BT KG KG KG BT LT BT GM TN KG TN PK PK KG KG KG KG KG KG KG KG KG BT BTL KG KG PK PK KG BTL BTL BTL KG KG BT KG BT
155.00 150.00 25.00 44.00 88.00 60.00 22.00 175.00 17.00 58.00 26.00 280.00 53.00 120.00 136.00 92.00 95.00 43.00 75.00 72.00 85.00 17.00 120.00 10.00 30.00 30.00 35.00 100.00 7.00 130.00 60.00 48.00 68.00 80.00 65.00 31.00 24.00 80.00 505.00 10.00 60.00 113.00 275.00 113.00 47.00 121.00 69.00 92.00 40.00
170.00 50.00 31.00 300.00 113.00 -
NO
50.00
-
KG KG KG KG KG
1,040.00
-
1.50
10.00
0.50
1.00
5.00 1.00
105.00 150.00 252.00
66.00 -
OPERATIONS 161 162 163 164 165 166 167 168 169 170 171 172 173 174 175 176 177 178 179 180 181 182 183 184 185 186 187 161 162 163 164 165 166 167 168 169 170 171 172 173 174 175 176 177 178 179 180 181 182 183 184 185 186 187 188 189
PASTA FARFELE PASTA FUSSLI PASTA MACRONI PASTA PENNE Peach Apricot Crush PEACHES Peanut Salted PENANG CURRY PASTE Phool Makhana Pickal Red Chilly Agr PICKEL CHILLY PICKEL CHUNDA PICKEL GAJJAR PICKEL MANGO PICKEL SALGAM Pickle Mixed Pineapple Slice Pista PITAMBARI PLUM SAUCE Poha PRAWNS BALCHAO PRUNES Rajma Rawa RED CURRY PASTE RICE BASMATI KOHINOOR TIMAR PASTA FARFELE PASTA FUSSLI PASTA MACRONI PASTA PENNE Peach Apricot Crush PEACHES Peanut Salted PENANG CURRY PASTE Phool Makhana Pickal Red Chilly Agr PICKEL CHILLY PICKEL CHUNDA PICKEL GAJJAR PICKEL MANGO PICKEL SALGAM Pickle Mixed Pineapple Slice Pista PITAMBARI PLUM SAUCE Poha PRAWNS BALCHAO PRUNES Rajma Rawa RED CURRY PASTE RICE BASMATI KOHINOOR TIMAR Rice Cella Basmati Rice Kolam
KG KG KG KG BT NO KG TIN KG KG KG KG KG KG KG CN TN KG PK BTL KG BTL PKT KG KG TIN
1.00
0.08
180.00 180.00 180.00 180.00 78.00 57.00 84.00 186.00 210.00 58.00 50.00 50.00 50.00 50.00 50.00 126.00 38.00 570.00 7.00 160.00 16.00 80.00 286.00 31.00 16.00 186.00
180.00 42.75 -
KG
45.00
KG KG KG KG BT NO KG TIN KG KG KG KG KG KG KG CN TN KG PK BTL KG BTL PKT KG KG TIN
180.00 180.00 180.00 180.00 78.00 57.00 84.00 186.00 210.00 58.00 50.00 50.00 50.00 50.00 50.00 126.00 38.00 570.00 7.00 160.00 16.00 80.00 286.00 31.00 16.00 186.00
180.00 42.75 -
45.00
-
28.00 19.00
168.00 -
1.00
0.08
KG KG KG
6.00
Operation Manual I Mayfair Banquets
61
241 242 243 244 245 246 247 248 249 250 251 252
WATANA GREEN WHEAT WHEEL WASHING POWDER WHITE OATS (1200 GM) WHITE TILL WHITE WATANA WORAK GOLD WORCETASHIRE SAUCE WORK SILVER YELLOW COLOUR POWDER YELLOW CURRY POWDER AMUL TONNED MILK
KG KG KG NO KG KG PK BT PK TIN TIN LITTER
TOTAL WEIGHT 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 18 19 20 21 22 23 24 25
62
BEVERAGE
KG
AMUL MILK APPLE JUICE ( 1 ) BLUE CURACO COKE ( 1.5 LT ) DITE COKE FANTA ( 1.5 ) KALA KHATTA KHUS SYRUP LIMCA ( 1.5 ) LIME CRODIAL LITCHI CRUSH MANGO JUICE ( 1 ) MINERAL WATER ( 1 ) MINT SYRUP MIX FRUIT JUICE ( 1 ) ORANGE CRUSH ORANGE JUICE ( 1 ) PINNAPPLE JUICE ( 1 ) POMOGRANATE SYRUP ROSE SYRUP SODA ( 1.5 ) SPRITE ( 1.5 ) STRAWBERRY CRUSH TOMATO JUICE ( 1 ) TONIC WATER ( 220 ML ) WATER JAR ( 20 )
PKT PKT BTL BTL TIN BTL BTL BTL BTL BTL BTL PKT BTL BTL PKT BTL PKT PKT BTL BTL BTL BTL BTL PKT BTL BTL
Operation Manual I Mayfair Banquets
7.00 57.78
18.00 13.00 18.00 106.00 52.00 19.00 218.00 27.00 170.00 38.00 339.00 27.00 TOTAL
189.00 2,543.85
TOTAL COST INDENT/KG RATE -
24.00 52.27 124.80 41.16 23.00 41.16 62.00 61.10 41.16 44.37 82.72 56.15 12.00 98.80 55.48 71.76 51.44 48.15 88.50 65.52 23.00 41.16 82.72 54.89 23.33 55.00 TOTAL
6,024.85 COST -
OPERATIONS
63
BEVERAGE GROCERY
KG
1 2 3 4 5 6 7 8
COFFEE POWDER EQUAL SUGAR MUKHWAS POLO SUGAR CUBES SUGAR GRAIN TEA BAGS VANILLA ICE CREAM (DUNS )
KG PKT KG TIN PKT KG PKT BLK
-
9
VINEAGR
BTL
-
PROPS MATERIAL 1 2 3 4 5 6 7
KG PKT PKT TIN KG KG KG PKT
OTHERS MATERIAL KG 1 2 3 4 5 6 7 8 9 10 11 12 13
64
KLING FILM PAPER NAPKIN TOOTH PICK SILVER FOIL DR PIN DISPOSABLE GLASS DOLLY PAPER DISPOSABLE NAPKIN MUSLIN CLOTH KITCHEN PAPER ROLL ICE BLOCK ICE CUBE MATCH BOX
Operation Manual I Mayfair Banquets
NOS PKT TIN NOS PKT NOS PKT NOS MTR ROLL KG KG PKT
INDENT/KG RATE 525.00 36.00 75.00 60.32 28.00 18.00 69.68 150.00
COST -
TOTAL
INDENT/KG RATE -
TOTAL
COST -
INDENT/KG RATE -
42.00 16.64 10.12 48.00 12.37 0.40 163.00 1.01 5.00 5.00 TOTAL
COST -
OPERATIONS FUEL MATERIAL
KG
1 GEL FUEL TIN ( SMALL ) 2 COAL 3 GEL FUEL 4 GAS CYLINDER
TIN KG KG NOS
INDENT/KG RATE
LABOUR 1 CASUALS 2 CATERING COLLEGE 3 HOUSE KEEPING CASUALS 4 KITCHEN CASUAL ( ASHPAK ) KITCHEN CASUAL ( SHA5 HEED ) 6 UTILITY CASUALS 7 VALETS
-
15.75
TOTAL
NOS -
175.00 175.00 150.00 350.00
-
350.00 200.00 50.00 TOTAL
RATE 100
475
EXPECTED NO OF PAX
100
475
TOTAL NO OF PAX BILLED
100
475
TOTAL SALE
51,300
TOTAL FOOD COST FOOD COST BY %
6,025 11.74%
PROPS MATERIAL OTHERS MATERIAL FUEL MATERIAL OTHER F&B COST IN RUPEES OTHER F&B COST %
0.00%
TOTAL LABOUR COST LABOUR COST BY %
0.00%
AVERAGE COST PER PERSON
-
SALES 47,500 47,500 47,500
0.00% -
TOTAL PARTY COST TOTAL PARTY COST %
-
60
AVERAGE COST PER PERSON
AVERAGE COST PER PERSON
COST -
MIN NO OF PAX
INDENT BEVERAGE COST INDENT BEVERAGE GROCERY INDENT BEVERAGE COST BY %
-
RATE
FINAL P& L OF THE PARTY NOS
AVERAGE COST PER PERSON
COST
6,025 11.74% 60
Operation Manual I Mayfair Banquets
65
Social Menu *2 live counters below 300 above 300 pax within the parameters given below Items Type Description Sample Items Starters
6(3veg/3non- tandoori/grilled/fr veg) ied/baked can be mix of hot and cold
Murgh Lasooni Tikka/Shaami Kebab/Fish fingers Achari Paneer Tikka/Veg Galouti/ Cheese Wraps Cold starters-Canapes, Bruschetta, Crostini, Mousse
1 to 2
clear/thick/broth veg
Roasted Bell Pepper Soup/ Chicken and Lemon grass
4
oil based/cream based/1 low fat/chaat
Greek/Russian/Crunchy spinach/Aloo anardana
2
gravy/drygrilled/fried/roast ed
Methi Murgh, Rarra Gosht,Amritsari fish
3 to 4
Gravy/Dry/Baked
Kadhai Paneer /Gobhi aloo adhraki/Tawa Veg/Veg au gratin
Dal
1
Yellow/Black/Chh ole/Rajma
Yellow Dal Tadka/Dal Makhani/Amritsari Chhole
Rice Indian Breads Accompaniments Curd Preparation Achar Papad Chutney
1 3
Plain/Pulao Peas Pulao Nan/Roti/Paratha Baby nan/plain roti/lachha paratha
1 2 1 1
Dessert
3
Raita/dahi vada/plain curd Mix/Chilly Roasted Mint/tomato Kesari Jelebi with rabdi/Fresh fruit platter/IceCream
Soup Salads Main Course Non-veg dishes
Vegetarian dishes
66
Operation Manual I Mayfair Banquets
Indian/Conti
OPERATIONS Social Menu Elite Theme menus/Multi Cuisine Menus/Out of the box live counters/Designer Menus Items Starters
Type
Description
Sample Items
Shawarma Counter/Sheesh 8 starters hot tandoori/grilled/fried/baked taouk counter/Galowti Kebab & cold Corner 4 veg and 4 Mix of hot and cold starter non-veg with seafood
Grilled/Tandoori Prawns/Pink Salmon Rosettes/Chicken Galantine Seafood Tapas Bar/Cheese fondue stations
Soup
Salads
1 to 2
6
clear/thick/broth veg oil based/cream based/1 low fat/chaat
Anti pasti assortitti/ Lab Kai/Mixed seafood salad
Cold Cut Platter with assorted breads
Cottage cheese & bell pepper terrine/ Mezze platter/Caesar Salad-live
Cheese Board
Bread Display: Multigrain/Rye/Ciabata/Focaccia/ Whole Wheat/Garlic Assorted Cheese Board (4 varieties)Camembert/Brie/Edam/Emme nthal with accompaniments
Main Course
Non-veg dishes
Roasted pumpkin soup with basil/Khau swey counter/Hot consomme shots/Shorba counter
4
gravy/drygrilled/fried/roasted
Seafood Teriyaki counter/Indian Coastal counter/London Mix Grill Counter Nalli ki nehari/Mugh Methi malai/Paupiette of pomfrets in paprika and white wine Tawa Keema/Gurda/Kaleji counter
Vegetarian dishes
4
Vilaiti Subz Tawa/ Paneer aap Gravy/Dry/Baked/Roasted ki pasand-live/ Subz Miloni/ Mirch Ka salan/ Paneer pasanda/Bharwan Lahori Aoo/Teen Khumb hara pyaz
Operation OperationManual ManualI IMayfair MayfairBanquets Banquets
67
Dal
Rice
2
Yellow/Black/Chhole/ Rajma
Dal Tadka -Balck & yellow dal - live/ Amritsari Chhole Kulche/Dal Makhani in Khullar
2
Biryani Counter/Kashmiri Pulao
Gosht aur Subz Biryani counter/ Mayfair Khaas Khullar Biryani
Indian Breads
4
Accompaniments Curd Preparation Achar Papad Chutney
3 3 3 2
Dessert
6
Nan/Roti/Paratha
Indian/Conti
Noormahal Pulao/Jaituni Pulao Baby nan/Lasooni Naan/plain roti/lachha paratha/Pudina paratha/Missi roti/Mirchi roti Assorted Raita/dahi vada/plain curd Mix/Chilly Roasted papa2-3 varieties and flavours Mint/tomato/Morobba Strawberry and Kiwi Tarts/ Tiramisu/Crème Brule -live/ Crepe Station Baskin Robins Sundae Cart/ Assorted frozen desserts/Mithai Tawa/Malpua Rabdi Kulfi Bar/Chocolate Fountain station/Chocolate fondue station
68
Operation Manual I Mayfair Banquets
OPERATIONS Social Menu Elite Theme menus/Multi Cuisine Menus/Out of the box live counters/Designer Menus Items Type Description Sample Items Starters
8 starters tandoori/grilled/fri hot & cold ed/baked Mix of hot and 4 veg and 4 cold starter with non-veg seafood
Soup
Salads
1 to 2
6
clear/thick/broth veg oil based/cream based/1 low fat/chaat Cold Cut Platter with assorted breads Cheese Board
Shawarma Counter/Sheesh taouk counter/Galowti Kebab Corner Grilled/Tandoori Prawns/Pink Salmon Rosettes/Chicken Galantine Seafood Tapas Bar/Cheese fondue stations Roasted pumpkin soup with basil/Khau swey counter/Hot consomme shots/Shorba counter Anti pasti assortitti/ Lab Kai/Mixed seafood salad Cottage cheese & bell pepper terrine/ Mezze platter/Caesar Salad-live Bread Display: Multigrain/Rye/Ciabata/Focaccia/Whole Wheat/Garlic Assorted Cheese Board (4 varieties)Camembert/Brie/Edam/Emmenthal with accompaniments
Main Course
Non-veg dishes
4
Vegetarian dishes
4
Dal
2
gravy/drySeafood Teriyaki counter/Indian Coastal grilled/fried/roastcounter/London Mix Grill Counter ed Nalli ki nehari/Mugh Methi malai/Paupiette of pomfrets in paprika and white wine Tawa Keema/Gurda/Kaleji counter Vilaiti Subz Tawa/ Paneer aap ki Gravy/Dry/Baked/ pasand-live/ Subz Miloni/ Mirch Ka Roasted salan/ Paneer pasanda/Bharwan Lahori Aoo/Teen Khumb hara pyaz Dal Tadka -Balck & yellow dal - live/ Yellow/Black/Chh Amritsari Chhole Kulche/Dal Makhani in ole/Rajma Khullar
Operation Manual I Mayfair Banquets
69
Rice
2
Indian Breads
4
Accompaniments Curd Preparation Achar Papad Chutney
3 3 3 2
Dessert
6
Biryani Counter/Kashmiri Pulao
Nan/Roti/Paratha
Indian/Conti
Gosht aur Subz Biryani counter/ Mayfair Khaas Khullar Biryani Noormahal Pulao/Jaituni Pulao Baby nan/Lasooni Naan/plain roti/lachha paratha/Pudina paratha/Missi roti/Mirchi roti Assorted Raita/dahi vada/plain curd Mix/Chilly Roasted papa2-3 varieties and flavours Mint/tomato/Morobba Strawberry and Kiwi Tarts/ Tiramisu/Crème Brule -live/ Crepe Station Baskin Robins Sundae Cart/ Assorted frozen desserts/Mithai Tawa/Malpua Rabdi Kulfi Bar/Chocolate Fountain station/Chocolate fondue station
70
Operation Manual I Mayfair Banquets
OPERATIONS Conference Menu Structure Items
Type
Description
Sample Items
Soup
1
clear/thick/broth veg
Lemon Corainder/Cream of broccoli/Spinach & corn broth
Salads
3
oil based/cream based/1 low fat
Greek/Russian/Crunchy spinach
Non-veg dishes
2
gravy/drygrilled/fried/roasted
Murgh Makhani, Grilled fish
Vegetarian dishes
3
Gravy/Dry/Baked
Palak Paneer /Achari aloo/Baked corn & spinach
Dal
1
Yellow/Black/Chhole/ Rajma
Yellow Dal Tadka/Dal Makhani
Rice
1
Plain/Pulao
Peas Pulao
Farinacious
1
noodle/pasta
Lasagne Napolitaine/Veg fried noodles
Indian Breads
3
Nan/Roti/Paratha
Baby nan/plain roti/lachha paratha
Main Course
Accompaniments Curd Preparation
1
Raita/dahi vada/plain curd
Achar
2
MIx/Chilly
Papad
1
Roasted
Chutney
1
Mint/tomato
Dessert
2
Indian/Conti
Gulab Jamun/Mousse
Operation Manual I Mayfair Banquets
71
Premium Conference Menu Structure Items
Type
Description
Soup
1
clear/thick/broth veg
Salads
3
oil based/cream based/1 low fat Cold cuts, bread display
Sample Items Lemon Corainder/Cream of broccoli/Spinach & corn broth Greek/Russian/Crunchy spinach Assoreted cold cuts/ fish terrine/Chicken roulade Healthy bread selection:Multi grain/Rye/Foccacia/Ciabata
Main Course Non-veg dishes
3
gravy/drygrilled/fried/roasted
Murgh Makhani/Tawa Keema/ Grilled fish
Vegetarian dishes
3
Gravy/Dry/Baked
Palak Paneer /Achari aloo/Baked corn & spinach
Dal
1
Yellow/Black/Chhole/Rajma
Yellow Dal Tadka/Dal Makhani
Rice
1
Plain/Pulao
Farinacious
1
noodle/pasta
Indian Breads
4
Nan/Roti/Paratha
Peas Pulao Lasagne Napolitaine/Veg fried noodles Baby nan/Plain roti/Khasta roti/lachha paratha
Accompaniments
72
Curd Preparation
1
Raita/dahi vada/plain curd
Achar
2
MIx/Chilly
Papad
1
Roasted
Chutney
1
Dessert
3
Mint/tomato Gulab Jamun/Chocolate Mint Tarts/Baskin Robins Sundae Station Assorted Fresh Fruits Platter
Operation Manual I Mayfair Banquets
Indian/Conti
OPERATIONS POWER LUNCHES
Items
Type
Description
Sample Items
Coolers/Smoothies
2
Yoghurt based/fruit based drink
Seasonal Fruit smoothie(Mango/Banana/Strawbe rry)/ Cucumber & Mint Cooler
Soup
1
clear/thick/broth veg
Lemon Corainder/Cream of broccoli/Spinach & corn broth
Salads
4
oil based/cream based/1 low fat
Caesar Salad - Live/Chef's Combo Salad Bar/Assorted Gourmet Greens Russian Salad in cucumber cups/ Pan roasted vegetables with herb dressing Cold meat platter with focaccia bread and low fat butter
Main Course
Dessert
2
2
sandwich/kathi rolls
Assorted finger sandwiches-veg and non-veg in whole wheat bread
(2 veg/2 non-veg)
Paneer Kathi Roll/Chicken Kathi Roll
light desserts
Fresh Fruit Platter/ Fresh Fruit tarts/Crème Caramel/Ice Cream/Kulfi
Operation Manual I Mayfair Banquets
73
Conference Menu Structure Items
Type
Description
Sample Items
Soup
1
clear/thick/broth veg
Lemon Corainder/Cream of broccoli/Spinach & corn broth
Salads
3
oil based/cream based/1 low fat
Greek/Russian/Crunchy spinach
Non-veg dishes
2
gravy/drygrilled/fried/roasted
Murgh Makhani, Grilled fish
Vegetarian dishes
3
Gravy/Dry/Baked
Palak Paneer /Achari aloo/Baked corn & spinach
Dal
1
Rice
1
Plain/Pulao
Farinacious
1
noodle/pasta
Indian Breads
3
Nan/Roti/Paratha
Curd Preparation
1
Raita/dahi vada/plain curd
Achar
2
MIx/Chilly
Papad
1
Roasted
Chutney
1
Mint/tomato
Dessert
2
Main Course
74
Operation Manual I Mayfair Banquets
Yellow/Black/Chhole/ Yellow Dal Tadka/Dal Makhani Rajma
Indian/Conti
Peas Pulao Lasagne Napolitaine/Veg fried noodles Baby nan/plain roti/lachha paratha
Gulab Jamun/Mousse
OPERATIONS Social Menu Structure Any 3 Live Counter-Starter/Main Course/Dessert Sample Items Items Type Description Starters
Soup
6(3veg/3non tandoori/grilled/fried/ba Murgh Lasooni Tikka/Shaami veg) ked Kebab/Fish fingers Achari Paneer Tikka/Veg Hot and cold starters Galouti/ Cheese Wraps Canapes, Bruschetta, Crostini, Mousse 1 to 2
clear/thick/broth veg
Roasted Bell Pepper Soup/ Chicken and Lemon grass
4
oil based/cream based/1 low fat/chaat
2
gravy/drygrilled/fried/roasted
3 to 4
Gravy/Dry/Baked
Dal
1
Yellow/Black/Chhole/R ajma
Yellow Dal Tadka/Dal Makhani/Amritsari Chhole
Rice
1
Plain/Pulao
Peas Pulao
Indian Breads
3
Nan/Roti/Paratha
Baby nan/plain roti/lachha paratha
Curd Preparation Achar Papad Chutney
1 2 1 1
Dessert
3
Salads
Greek/Russian/Crunchy spinach/Aloo anardana
Main Course Non-veg dishes Vegetarian dishes
Methi Murgh, Rarra Gosht,Amritsari fish Kadhai Paneer /Gobhi aloo adhraki/Tawa Veg/Veg au gratin
3 veg + 1 potato dish
Indian/Conti
Raita/dahi vada/plain curd Mix/Chilly Roasted Mint/tomato Kesari Jelebi with rabdi/Fresh fruit platter/IceCream
Operation Manual I Mayfair Banquets
75
Value Menu Items
one cuisine Type Description
Soup
1
Salads
2
Sample Items
clear/thick/broth Lemon Corainder/Cream of broccoli/Spinach veg & corn broth oil based/cream Green Salad/ German Potato salad based
Main Course Non-veg with bones with gravy Gravy/Dry
Non-veg dishes
2
Vegetarian dishes
3
Dal
1
Yellow/Black/Chh ole/Rajma
Yellow Dal Tadka/Dal Makhani
Rice
1
Plain/Pulao
Peas Pulao
Indian Breads
3
Nan/Roti
Baby nan/plain roti/missi roti
Curd Preparation
1
Raita or Plain curd
Achar
1
Mix/Chilly
Papad
1
Roasted
Chutney
1
Mint/tomato
Dessert
1
Indian/Conti
Chicken Kolhapuri, Mutton roganjosh Palak Paneer /Achari aloo/Veg Jalfrezi
Gulab Jamun/Ice cream/Triffle pudding
centralised food products kebabs • • • • • • •
procured from square meal bangalore 2 kg packets in frozen stage, delivered by refrigerated vans fron bangalore minimum order of 500 kgs delivery time: 15 days ALL THE KEBABS PROCURED ARE BONELESS STORE IN DEEP FREEZER TO BE THAWED IN TRAULSENS OR WALK IN COOLERS FOR 2 DAYS PRIOR TO USE
presently 3 varieties • • •
CHICKEN TIKKA- BREAST & LEG separate IN CUBES MALAI KEBAB- BREAST & LEG separate IN CUBES NEUTRAL –BREAST & LEG separate IN CUBES & WHOLE
INGREDIENTS INCORPORATED IN THE KEBABS BRINE SOLUTION & THE MARINADE POWDERS PROCURED FROM SYMEGA IN KERALA
COOKING PROCEDURES ALL THE KEBABS NEED TO BE COOKED IN A TANDOOR FOR NOT MORE THAN 10 MINUTES AND A BASTING SAUCE COMPRISING OF OIL AND GINGER GARLIC PASTE NEEDS TO BE APPLIED WHILE COOKING. tHIS WILL KEEP THE KEBABS MOIST AND JUICY.
76
Operation Manual I Mayfair Banquets
OPERATIONS OUTSOURCED GRAVIES: Makhani
White
Brown
Chopped Masala
All Indian main course dishes can be prepared from these basic sauces Can be stored in room temperature in sealed condition Shelf life of 1 year.
DESSERTS: STILL IN PROCESS FROM OUR OWN SISTER COMPANY RICH KWALITY
Operation Manual I Mayfair Banquets
77
standard recepes
78
Operation Manual I Mayfair Banquets
OPERATIONS CHECKLIST FOR KITCHEN PRE-FUNCTION (Sous Chef) SR. #
ACTIVITY
1
Were the F P Is checked for the day
2
was the F P checked for the next day.
3
was the perishables & dry stores been ordered.
4
can the leftover from last function could be utilised.
5
did the chef incharge received the perishibles.
6
was the quality of the raw materials upto the set standards
7
can the nonavailable raw materials be made avaiable.
8
are electrical & mechanical equipments functioning properly.
9 10
was the concerned department aware of the non functioning eqpt. was the kitchen clean during function.
11
was there a check on pilferage spoilage & wastage.
12
was the hygine level maintained.
13
was the walkin coolers well set & cleaned
14
was the butchery been kept hyginically.
15
was the staff present according to the roster
16
was the staff well groomed
17
were the food pans cleaned properly.
18
was the buffet layed out.
19
did the chef incharge layed out the salad & dessert counter.
20
was the food well garnished & hot for the sitdown.
21
was the live counter well organised.
22
was the food & the staff at live counter is presentable.
25
was the food picked up at the right temp.
26
was the food been refilled as per the standards.
28
was the food well garnished.
29
was the food on the buffet frequently checked.
30
was the starters not overloaded in the hot case.
31
did the flow of the starters was balanced.
32
was the rotis picked up were hot & soft.
33
was the host well attanded during the function.
34
was the buffet food cleared & properly stored
35
were the props got back to kitchen.
STATUS Yes
REMARK INITIALS No
Operation Manual I Mayfair Banquets
79
CHECKLIST FOR KITCHEN HYGIENE (Unit Chef) SR. #
ACTIVITY
STATUS Yes
1 2 3 4 5 6 7 8 9 10 11 12 13 14 15
4.give the duties to the staff as per the requirement of the function
16 17 18 19
5.whether staff starts working on time. 6. is staff working according to the function. 7. whether the staff sugg. & requirements been met. 8. no abbusing language in kitchen.
20 21 22 23 24 25 26 27 28 29 30 31 32 33 34 35 36 37 38 39 40 80
Staff. 1.Whether staff has come on their respective duty timings in the kitchen 2.whether the grooming and hygine of the staff meets the kitchen standard a) hair cut (no loose hair out of the cap.) b) nail (nail cut & cleened) c) body odour d) cleaned uniform e) shoes polished. f) ears cleaned g) shaved properly h) no open cuts & wounds i) cold & cough suffering staff should not intract with food. 3.was the staff briefed regarding the menu & sp. Instruction if any.
Hygine. 1. basic kitchen hygine a) staff grooming. b) kitchen floors & tiles. 2.whether walkin coolers and deep freezers cleaned properly 3.was the food kept in walk in were covered 4.was the raw food stored in the lower shelf of the walk in 5.wether the food has been covered to avoid cross contamination 6.was the floor of the walk in always kept dry 7.was the veg and non veg kept seperately 8.was the veg food kept in lower shelf and meat in upper to avoid the cross contamination. 9.was the garde manger and butchery always cleaned 10. are the chopping boards different for the veg. & non. veg 11.were the sinks always cleaned 12.whether the dry and wet garbage procedure been followed 13.whether the schedule for deep and spring cleaning been followed 14.was all the water outlet cleaned properly 15. is K2SO4 kept for the cleaning of hands & knives.
Operation Manual I Mayfair Banquets
REMARK No
INITIALS
OPERATIONS 41 42 Inventory 43 1.whether the leftover from previous function can be utilised 44
3.was the quality and quantity of the raw material checked before indenting
45 3.was the fp checked for the next two days 46 4.were the orders placed according to the fp 47
5.was the quantity and quality of the butchery checked before indenting
6.was the indenting of the food item which need to be outsourced is done 7.whether there is a follow up with the purchase dept.regarding 49 the raw materials 48
50 which has not been received 51 8.is cost controlled fp wise 52 9.whether overproduction pilferage and wastage under control 53 10.was dry stores ordered once in a day 54 11.was the materials received on standard timings 55 56 Equipment 57 1.was the cleaniness of walkin and deep freezer been checked 58
2.was the electrical equipments and gas burners functioning properly
3.whether temperature of the walkin and deep freezer maintained properly 4. whether maintainance dept. checked all the equipment accord60 ing to the check list. 59
61 5.whether all equipment servicing procedure being followed 62 63 Utility 64 1. whether all utility staffhas reported on duty as per their roster 65 2. whether the wash up area is cleaned 66 3. was the proper soap solution used for cleaning 67 4. whether garbage drums is having the garbage bags 68 Co - ordination 69 1.is there any coordination with the sales regarding the planning 70 & do value addition 71 2.whether fps released on time 72 3. are ammendments & IOC released on time whether required. 73 4.whether there is coordination with service regarding 74 pick up timmings 75
5.is there a coordination with the service team for the flow of event
Operation Manual I Mayfair Banquets
81
Guest's Check list format
Buffet Time : Location :
Date: Sl. No. 1 2 3 4 5 6 7 8 9 10 11 12 14 15 16 17 18 19 20 21 22 23 24 25 26 27 29 32 33 35 36 38 39 40 41 42 43 44
Checklist Buffet 1. was the buffet well balanced and well placed 2. was the color combination well done 3. was the food on the buffet served hot 4. was the texture of the food good&upto the mark 5. did the food tasted well 6. were the accompaniments like roti and rice was hot 7. was the food on the buffet well garnished 8. did the refilling of the food happened on time 9. was the veg and non veg dishes well seperated Props 1. were the props well matched with the theme of the buffet 2. were the props well placed on the buffet 3. were the props well cleaned and wiped 4. was there an innovative effert on the props 5. were the props well highlighted Starters 1. was the platters for the starters well presented 2.was the starter served with the appropriate dip 3. were the texture of the starters right&appropriate 4. were the starters served hot 5. were the starters circulated in balanced manner 6. did the starters circulation happened to be smooth 7. was there any pilferage in front of the guest 8. was the dip bowls properly clean no marks of spilling 9. was the taste&temp.maintained throughout the function Salads and Cold cuts 1. was the salad section the most beautiful section on the buffet 2.did the salads looked fresh 3. was the lettuce based salad freshly tossed to keep the lettuce firm and crisp 4.were the props& the salad arrangenent well matched 5. did the cold cuts looked freshly sliced& hygeinic 6.was the temperature of the cold cuts perfect 7. was the mirror of the cold cuts clean 8. were the cold cuts well arranged with the garnishes 9. were the salads garnished and synchronized
45 Live Counters 46 1. was the live counter well highlighted on the buffet 47 2. was the counter well equipped 48 3. did the counter looked well organised 49 4. was the counter looking clean 50 5. was the person on the counter well groomed
82
Operation Manual I Mayfair Banquets
YES
NO
Remarks
OPERATIONS 51 6. was the counter under a easy reach of the guest 52
7. was the person on the counter able to commute or there was a assistance required from the other staff
55 8.was the counter too crowded 56 9. was the food from the counter easily dispensed 57 58 Dessert counter 59 1 did the dessert counter has its separate identity 60 2.was there any difference between hot & cold desserts 61 3. were the cold dessert well garnished and arranged 62 4. was the proper props and satin placed on the Dessert counter 64 5. was there an assistance on the counter for service
Operation Manual I Mayfair Banquets
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SL. NO. CHECKLIST FOR ORDERING
YES
NO
REMARKS
YES
NO
REMARKS
1Check Sales Forecast for next 48 hours Check balance of raw perishables in walk in, 2 freezers, and kitchen 3Check balance of provision and groceries 4Check Menu and rates 5Take out budgeted RM cost for the function Check the auto indent through menu engineering 6 in the system Do the indenting seperately for grocery and per7 ishables 8Give indent to stores 24 hours before the function On every Friday do ordering for Sat / Sun/Mon as 9 there is no supply on Sundays SL. NO. CHECKLIST FOR RECEIVING
1Check receiving of perishables as per the indent 2Check the weighing scale 3Check for weight 4Check for quality and hygine Check whether meat, poultry and dairy are in the 5 right temperature Veg and non veg perishables received and kept in 6 separate containers Receiving Temperature for dairy-4-6 degC/meat 7 5-8 deg C/poultry-5-6deg C/fish-4-5degC SL.NO. CHECKLIST FOR HIRING
1Check menus for next 48 hours 2Check whether indoor or outdoor function Plan equipment as per the buffet layout and the 3 menu 4Check in house inventory 5Make requisition to stores 24 hours in advance
84
Operation Manual I Mayfair Banquets
OPERATIONS Checklist for the CDP SR. #
ACTIVITY
STATUS Yes
1 2 3 4 5 6 7 8
REMARK
INITIALS
REMARK
INITIALS
No
Check the walkin coolers Check the staff on duty as per the monthly duty Roat Check the Mis-en-place for the day's function Coordinate with all the Head cooks for the smoothe functioning of the kitchen Brief the Head cook regarding the production of the food Discuss with the Exec.Chef for the planning of the Leftovers or Over produced goods Give duties to staff as per the requirements of the function Take rounds of the Buffet & check the food presentation while function is going on
Checklist for the Head Cook SR. #
ACTIVITY
STATUS Yes
1 2 3 4
No
Check the walkin coolers Check the Mis-en-place for the day's function Check the previous day's leftovers & report to the Chef on duty for reusing the leftovers Pick up the dry stores
5
Make the Mis-en-place for the day's function & give the handover to the next shift
6
Check the quantity of food to be prepared for the function to help reduce the over prodution & leftovers
7 8
Maintain the hygiene & cleanliness in the kitchen Maintain the food standard as set by the Exec.Chef
9
Before the Buffet pick up, the quality of food is checked by the Exec.Chef
10 While doing the Mis-en-place, keep the wastage to the minimum 11
All perishable Mis-en-place are kept in the walkin cooler, in trays with Kleen warp,to avoid grem contamination
12
The Vegetables are kept in the upper shelf & the Raw meat in the lower shelf
13
Report to the Chef on duty for the up keep of the kitchen equipments & proper functioning
Operation Manual I Mayfair Banquets
85
New Mayfair Unit Kitchen Staffing for functions upto 500 pax
Positions Exec. Unit Chef Sous Chef Chef de parie Commis-I Commis-II Commis-III Total Staffing
no. 1 1 1 6 6 5 20
salary 40-50 K 25-30 K 12-15K 8-10 K 5-7 K 4-4.5K 80 k -1 lac
CASUAL HIRING RATIO @ RS.350-450 PER CASUAL
86
300 pax
3 live counters
2 roti counters
5 casuals
500 pax
3 live counters
2 roti counters
7 casuals
700 pax
4 live counters
3 roti counters
12 casuals
1000 pax
4 live counters
4 roti counters
15 casuals
Operation Manual I Mayfair Banquets
FOOD AND BEVERAGE OPERATIONS Scope of Work Operations
Exceed guest expectations by adding value to the guests function experience Raise the level of service to be beyond the reach of the competitors Add wow factor to every activity of food & beverage service Extend courtesies to improve bonding with guests
Food
Present food to guest to satisfy the appetite of the eye
Personnel
Establish colleagueship to achieve a team
Sales
Every operations staff is a sales staff . You deliver & hence retain customers
Operation Manual I Mayfair Banquets
87
Organisation chart
City Head Sales
Unit Head Kitchen
Operations Manager
Housekeeping / Maintenance / Stewarding
Purchase / Stores
Asst Manager
Securtiy / Valets
Accounts
Captains
barman
HR
IT Stewards
Asst stewards
Trainees/ casuals
Fixed Cost Ideal Staffing Category Operations Manager Asst Manager Sr Captain Captain Steward Trainee Steward Housekeeping Sup Housekeeping Att
88
Nos 1 2 2 2 12 12 1 8
Operation Manual I Mayfair Banquets
Budget 25000 18000 12000 10000 6000 4000 8000 5500
Total 25000 36000 24000 20000 72000 48000 8000 44000 277000
FOOD AND BEVERAGE OPERATIONS KEY RESULT AREAS JOB DESCRIPTION Job Title: Unit Operations manager Department: Operations Department Reports To: Unit Head Approved By: C.O.O SUMMARY: Works with the unit team to ensure effective operations of the banquet unit, enhances customer experiences and ensures unit profitability of the store by undertaking the following role ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned. REVENUE TARGET Responsible for achievement of targeted EBITDA (+ / - 5 %) Work with the unit sales team to ensure a "wow" factor experience for guests coming to book functions in our sales office present competition surveys to the team every month Implementing systems to ensure the customer satisfaction levels are high and complaints are not more than 5%. CUSTOMER SERVICE Monitor Service standards through accurate implementation of checklist 80 % score in Mystery Audit Report Ensures Mayfair Experience for all customers Interacts with host of the functions of all parties on a daily basis or when required Analyses customer feedback and presents during the weekly dept. meeting Uses telephone and personal contacts to enhance customer loyalty 80 % score in the Guest Feedback Form COST RATIONALIZATION ll costs to be maintained below the budgeted Expenses to increase profitability Is responsible and accountable for the unit profitability Audits ordering cycles for all stock and consumable items Continuously innovates to lower costs especially direct costs (COGS) along with the chef Keeps variable costs such as casual labor and equipment hiring in sync with stated parameters Ensure all fixed costs are in sync with the revenues and take corrective action immediately when required Make in unit processes to ensure daily and weekly monitoring of costs with key people responsible for that costs Plan the cost control procedures every quarter in advance PRODUCT QUALITY Conceptualize , Innovate and implement new set ups and enhance customer experience keeping on par with latest trends in the Industry Is responsible and accountable for the overall adherence to standard procedures Develops in store systems to audit and control quality of product in terms of sales team, service, food and ambience. Ensure with unit engineers that the ambience and upkeep is of the highest standard TRAINING Conducts on job training and store familiarization for new team members Conducts Briefings on a daily basis Conducts one to one feedback sessions with all staff in the unit on a regular basis Uses people deployment techniques to enhance soft skills at all levels Gives feedback to junior managers for additional training or any other training requirements STANDARD PROCESS ADHERENCE Ensures timely and proper reporting of monthly data to the Unit Head. Drives the in store training programs. Ensures accuracy and timeliness of all procedural work done by the assistant manager and HLP reports. Operation Manual I Mayfair Banquets
89
SUPERVISORY RESPONSIBILITIES Functions including housekeeping, maintenance, Valets & operations and stores responsibility rests with the unit operations manager. QUALIFICATIONS /EDUCATION and/or EXPERIENCE High School or equivalent technical education in hospitality industry Hotel Industry/ Food Industry experience background is preferred 1- 2 years experience as a operations manager in a restaurant/hotel/ banquet business with a turnover of minimum 4 crores SKILLS ESSENTIAL English Results Oriented Planning & Organizing Team Leading Customer Focus Attention to Detail High energy levels to lead from the front Hours of Operations As per Business requirements
90
Operation Manual I Mayfair Banquets
FOOD AND BEVERAGE OPERATIONS F & b OPERATIONS FLOW CHART
Obtain weekly forecast from sales
Duty char
WEEKLY
casual requirement for the week
weekly breifing
Receive FP's for functions 2 days before function date.
2 DAYS BEFORE FUNCTION Hired Material Indent
stores material indent
purchase indent
ONE DAY BEFORE THE FUNCTION
1. confirm function details/ ammendments to FP 2.confirm purchase & hired material receipt
set up check
briefings/ function duties
meet, greet host
During function function supervision
billing & feedback
function wind up
Chalan to Accounts Post Function
guest feedback to sales
consumption reports to costings.
De-briefing to staff
Operation Manual I Mayfair Banquets
91
OPERATIONS MANAGERS ROUTINE AND DEPARTMENTAL PROCESS WEEKLY 1 2 3 4 5 6
Admistrative obtain aweekly sales update on every Mondayprepare duty roaster for the week on the basis the weekly updates update yourself on weeekly sales update every day team leaders to obtain FP's for their function atleast two days in advance submit duly signed indent for routine items atleast two days in advance check all FP's for correctness in details contact sales in case of queries same day
1 2 3 4
identify all material to be outsourced plan all hired material inward & outward schedule staff accordingly identify non routine requirements for the function & highlight their need plan procurement of non routine items through purchase
1
plan casual staff for the week & forward requirements to concerned agencies
HIRE PURCHASE
CASUAL STAFF PLANNING FUNCTION PLANNING 1 2 3
meet chef for execution plan for all function assemble all staff to brief on functions of the week & duties, sp.requiremments, schedules de brief staff on the week gone, acknowlegde in meetings good jobs done.(reprimand in office)
DAILY ADMINISTRATIVE 1 2 3 4 5 6 7
forward guests feed back to all concerned check for all challans recd correctly to accounts tally consumption reports to balance of all indents forward consumptions for costing reporsts follow up recpt of indents from team leaders for prospective functions receive indents, check & sign check for all FP's due with the sales receive them as per the weekly projected check for any last min brief on current functions with the sales
1 2 3 4 5 6
cordinate with chef for all setups for current function pass all last min intructions to ops team in a shift brief check set ups & all outsource agency reqmt(like ice ) in order check setup progress call for briefing before function conduct briefings & necessary check on service personnels
1 2 3 4 5 6 7 8 9 10 11 12
introduce self to the host & exchange nos if not done previously monitor function progress staff allocation & circulation for starters ensure no overloading of platters/ hot starters food pick up on time & its temp food refilling & fuel replacement buffet hygiene plates replenish & salad replenish staff conduct inquire on guests for any requirment or feed back monitor plate wash area for correct stacking & washing process. monitor segrgation of hired equipment brief wind up duties.
1
monitor casual staff payment routiine
FUNCTION PLANNING
DURING FUNCTION
OTHER
92
Operation Manual I Mayfair Banquets
FOOD AND BEVERAGE OPERATIONS 2 3 4 5 6 7 8 9 10 11 12
monitor staff timmings, personal hygiene, monitor staff on adherence of service stds as per trainings monitor store for neatness & stacking identify staff for any training needs identify staff for promotional reccommendation monitor manintenance of all venues & equipment. take stock periodically identify restockimg items & any new equipment requirement for purchase continous laison with sales for any last minute bookings assist sales in venue tours & set requirements of guests audit & attest all casual, Hired & purchase bills & apportion them as per the function requirement
Operation Manual I Mayfair Banquets
93
OUT DOOR CATERING PROCESS DAY PRIOR Admistrative 1 2 3
Obtain FP's for their function atleast two days in advance submit duly signed indent for routine items atleast two days in advance check all FP's for correctness in details contact sales in case of queries same day
1 2 3 4
identify all material to be outsourced plan all hired material inward & outward schedule staff accordingly identify non routine requirements for the function & highlight their need plan procurement of non routine items through purchase
Hire purchase
Casual staff planning 1 2 3 4
casual staff for loading casual staff for mise en on venue casual staff for set up, service & wind up loaders for hired material return.
1 2 3 4 5 6
stackable material aligned to the tempo peripheri small equipment & hand tools in the center stacked in their containers heavy material nearest to the unloading point load against checklist food service & set up equipment in the first trip All food to reach venue 1 hr function time
1 2 3 4 5 6
cordinate with chef for all setup & transport planning brief staff on function planning & schedule Outsource agency reqmt(like ice ) in order check setup progress call for briefing before function conduct briefings & necessary check on service personnels
1 2 3 4 5 6 7 8 9 10 11 12
DURING FUNCTION introduce self to the host & exchange nos if not done previously monitor function progress staff allocation & circulation for starters ensure no overloading of platters/ hot starters food pick up on time & its temp food refilling & fuel replacement buffet hygiene plates replenish & salad replenish staff conduct inquire on guests for any requirment or feed back monitor plate wash area for correct stacking & washing process. monitor segrgation of hired equipment brief wind up duties.
1 2 3 4 5 6 7
monitor casual staff payment routiine challan to accounts material returned to store & stacked audit & attest all casual, Hired & purchase bills & apportion them as per the function requirement consumption reports Breakage/ loss reports De- breifing
Transport & loading
FUNCTION PLANNING
POST FUNCTION
94
Operation Manual I Mayfair Banquets
FOOD AND BEVERAGE OPERATIONS Briefing is more than what one defines & confines it to usually.
Sr. no 1)
Briefing
When
Weekly Briefing
Taken by
Agenda
Manager
1) Last week review, 2) Weekly projected 3) Duty chart for the week 4) Leaves
2)
Daily Briefing
At the start of the duty timing
Team leader
1) Staff timing 2) Duty allocation 3) Functions of the day information
3)
Function Briefing a) Master briefing
1Hr before the Function
Function In charge
1) Function detail core team intro 3) General instructions 4) Grooming 5) Waiters kit 6) Section allocation
b)Section Briefing
After Master briefing
Section In charge
1) Grooming 2) Detailed information about menu item in the section 3) Brief about section 4) Duty allocation
4)
Debriefing a) Managers Debriefing
Next day of the function, before daily briefing
Manager to cap- 1) Brief about the last. tain Function happening 2) Evaluation of the performance 3) Next function planning
b) Captains Debriefing
Next day, During daily briefing
Captain to staff
1)Evaluation of the performance 2) Appreciation/ rectification of performance
Operation Manual I Mayfair Banquets
95
DUTY CHART
TEAM-A
DATE
96
TEAM-B
TEAM-C
TEAMS
Operation Manual I Mayfair Banquets
TIME
TEAM-D
FUNCTIONS
STORE TEAM
KHANDU
C.C.
FOOD AND BEVERAGE OPERATIONS Sr No
ACTIVITY
1
Administration
Log book checked and signed Take Handover Check FP and Ammendments Emails / Memos updated Check staff roster Check Back Areas Indents made & authorised
2
Staff Scheduled
Staff Attendence
3
Briefing
Grooming Check Staff Allocation Briefings and meeting for the day
4
Staffing & function briefing
Catering college staff report 2 hrs prior Master briefing 45 mins before function staff by the station 1/2 hr, prior
5
Housekeeping
Carpeted areas vacuumed Carpet stained Tabletops polished Brass surfaces polished Marble surfaces polished Potted plants fresh and in place Dusty surfaces to be cleaned Sufficient linen for operation Outside Area Clean Board to Read Placed and Cleaned Foyer & Reception Area Clean Toilets are Cleaned Furniture Clean Placed Dust Bin / Ash Tray Clean Chair Covers Clean Air Freshner Used Brasso Polishing Done Area Cleaned After Function Garbage Area Clean
6
Maintenance
Temperature is correct All grills are wiped off from dust Sufficient airflow No dripping from air con Bulbs Fused Replaced Air Conditioning ON Music Is on Dance Floor Placed if Applicable Lights Put to decore buffet All Plug points in working condition All switches and appliances working
7
Utilities
Water supply Lighting level correct Are fixtures in place Are surfaces free of dust
8
Health and Safety
Fire exits clear of obstruction Fire exits sign lit Emergency lighting working All fire fighting equipment in place
SHIFT MANAGER YES NO
REMARKS
Operation Manual I Mayfair Banquets
97
and not expired 9
Function Setup
Setup as per floor plan All set up complete an hour before The function starts All food counters have stain free & untorn frills Frills match décor Venue cleared at least 2 hrs before The function time. Napkins well stacked, stain & smell free Plates dry & odour free Buffet tags appropriate & spelt correct Board to read placed correctly Board to read spelt correctly Buffet signages placed correctly Buffet signages spelt correctly Salad & live counter equipment cling wrapped Were the dessert counters stacked with tissues Buffet sturdy Clearance & dust bins placed Fuel & hot water- under/ in the food pan Tissues on counters Starter mise en 2 X no of staff allocated Chafing dishes (menu & pax specific) Plates, spoons on counter for min guarantee Final set up check 1/2 hr prior Ice received 1 hr before function time
10 Bar Area
Counter clean and not sticky Sufficient bar supplies Chipped or stained glassware Garnishes sufficient and fresh Sufficient stock of all beverage items Lay out as per specification
11 During Function
Guest greeted Self introduction Set- up run through- with host Food pick -15 mins before meal time Fuel recheck every 1/2 hr Kitchen food stock check after 75% plates consumed Buffet hygeine
12 Billing
Billing done as per FP Calculator used Guest comments cards filled Pen offered
13 Post function
Challans to accounts Consumption reports to costing Comments book to ops Manager Log note entered Venue clearance De briefings maintanence checks scrap to stores for sale hired equipment returned
Manager's Signature 98
Operation Manual I Mayfair Banquets
FOOD AND BEVERAGE OPERATIONS SHIFT MANAGERS CHECK LIST All employees are to follow the following basic rules of service in their day-to-day responsibilities: • • • • • • • • • • • • • • • • • • • • • • • • • • • • • • • • • •
Guests are always to be greeted and seated Guests are to be seated only on clean, fully set-up tables When using a set-up table for 4 pax for a party of 3 guests, the 4th mis en place must be removed once the guests have been seated. Chairs must be pulled for all guests when seating Present appropriate menus when seating the guest Greet the guest when approaching tables Stand straight when taking guests order Guest orders should always start with ladies first Always repeat order to guest Serve the ladies first As a rule, serve guest from the right and clear from the right Change ashtrays with two or more cigarette butts present Handle silver flatware from the handle Handle chinaware by the edge Always handle glassware at the stem or base Never place your thumb on the plate Carry silver, china, linen, and glassware on a clean tray when approaching guest table. Never walk past tables with dirty dishes without clearing them Dishes should not be stacked too high on the trays Pre-dinner drinks or wines are to be offered as soon as the guest is seated Always-open wine bottle in front of a guest Leave white wine bottle in ice bucket after opening Display the label and repeat the name of the wine when presenting to guest Desserts must be offered after a la carte dinners Coffee and a selection of teas are to be offered when taking dessert order Cream and sugar are to be placed on the table before coffee/tea is served Coffee must always be served fresh Trays with dirty dishes must be immediately removed from the public area to the kitchen Dirty dishes are to be cleared only after everyone at the table has finished that course (a la carte) Checks are always to be presented in the check folder Checks are to be presented to guest when they have finished dining Tables are to be reset as per tabletop specifications as soon as guest departs All guests must be given a salutation as they leave the restaurant Always up sell and communicate with the guest, don't be passive
Birthday party 1. • • • • • • • •
Pre- event duties Board to read, to be checked both in the Banquet reception and the function area Interior décor done through the agencies to be checked Set up to be checked as mentioned in the FP Check if cake trolley is properly decorated & all equipments are kept on the trolley Check if the cake knife is properly decorated as per specification Keep candles & match box ready Audio visual equipment if required to be checked and in place Coffee station/ Beverage station in the pre-function area to be set as per the FP
2. Awaiting arrival of guest • Bottled water to placed on the water station ( or water glasses filled as per the guest request) • Coffee station/Beverage counter manned • Hot/ cold towels for the invitees • Beverage station/ Coffee station to be manned • Arrival of host/guest coordinator for the day Operation Manual I Mayfair Banquets
99
• • • • •
Manager and Captain to greet the host at the entrance Walk through the set up for confirmation, changes if required to be executed Timing of the cake cutting is very important Programme for the day to be discussed General staffing , key areas of placement to be discussed
• • • • • • • • •
3. Pre-meal Drinks Pre-pour beverages Set ashtrays and tit bits on cocktail rounds Greet and welcome the guest. Verify name of event that guest is attending Direct guest to reception Offer assistance with guest's belongings Serve beverages and canapés Constantly monitor maintenance of beverage and canapé service Pre-pour ice water where applicable
• •
4. Event Coordinator gives instructions to roll in the cake trolley Staff to assist in the process of cake cutting If a champagne is to be opened, service trays with specified number of champagne tulip to be brought in by a waiter with white gloves Champagne to be brought in champagne bucket with waiter's cloth in 4 fold and the bottle is to be offered to the guest with the coil and foil opened and only cork to be opened. Care is taken the champagne does not spill on to the carpet or the ceiling or wall If more bottles are to be opened they are to be opened discreetly and all the service trays to be served simultaneously Replenish beverage as and when necessary Host gives instructions to serve the meal
• • • • • •
5. Meal period Serve appropriate beverage Proceed to serve meal according to instructions of host If the meal is buffet or set menu, follow the set procedures Clear the table of all soiled equipment. The balance cake to be packed as per the instructions of the coordinator/ host Clear dessert
• • • • •
6. Billing and bidding farewell Prepare Guest Check Upon request from host present check. Settle check as per payment Station staff in the foyer Bid Farewell to the guest
• • • • • • •
Cocktails 1. Pre-cocktail duties Bartender pre-pour drinks Place tit bits on cocktail rounds Place ashtrays on cocktail rounds Check to ensure canapés for cocktail are ready at the back of the room Awaiting arrival of the first guest Beverage staff picks up tray of beverage Staff serving canapés and beverage to be stationed in the room
• •
2. Arrival of guest Manager and Captain greet guest at entrance Staff to assist guest with personal belongings to be stationed at entrance
• • • •
•
100
Operation Manual I Mayfair Banquets
FOOD AND BEVERAGE OPERATIONS • •
3. Service of guest Staff to serve guest beverage and starters upon arrival Supervisor to ensure that service flow is smooth throughout event
• •
4. Guest Departure Station staff at exit in order to bid farewell Station Supervisor at exit in order to bid farewell
• • •
5. Bill Presentation Prepare bill Place in bill folder Present to host
• • •
6. Room teardown Await last guest to depart from room Close the door upon departure of last guest Commence turnaround Stand up Buffet
• • • • • • • • • •
1. Pre-meal Drinks Pre-pour beverages Set ashtrays and tit bits on cocktail rounds Check set-up of foyer Staff to be stationed at the foyer for pre-meal drinks Greet and welcome the guest. Verify name of event that guest is attending Direct guest to reception Offer assistance with guest's belongings (Includes coats, baggage) Serve beverages and canapés Constantly monitor maintenance of beverage and Starter service
• • • • • • • •
2. Proceed into the Dining Area Host gives instructions to open the door leading to dining area Staff to be stationed at the entrance and areas in the proximity of the entrance Lead the guest Seat the guest Unfold the napkin Offer, take orders and serve beverages according to range stipulated in event order Replenish beverage as and when necessary Host gives instructions to serve the meal
• • • • •
3. Meal period Invite guest to the buffet Assist guest at the buffet Check table maintenance and body language of the guest constantly Check guest satisfaction Clear all tables of soiled equipment when meal is over
• • • •
4. Programme Guest announces commencement of programme Place a thermal pot of coffee and tea onto table prior to commencement of Programme Station sufficient staffing in the room to service the requirements during the programme Check table maintenance.
• • •
5. Billing and bidding farewell Prepare Guest Check Upon request from host present check. Clear check
Operation Manual I Mayfair Banquets 101
• •
Station staff in the foyer Bid Farewell to the guest
• • • • • • • • • • • • • •
Coffee Break Staff to be stationed at the doorway. Assist guest with the door when guest break from the meeting. Staff to be stationed at the coffee break station. Assist guest with coffee and tea service once they break from the meeting. Staff to assist with the service of accompaniments for coffee and tea. Replenish station as and when necessary. Constantly maintain cleanliness and tidiness of the station. Prepare trolley on the side prior to end of coffee break. Staff to be stationed at the door. Assist the guest with the door when they return to the meeting room. Close door when last guest returns to room. Move trolley into the foyer. Clear coffee break. Reset station for next coffee break.
Exhibition
• • • • • • • • • •
1. Pre- programme duties Board to read to be checked both in the Banquet reception and the function area Set up to be checked as mentioned in the FP Audio visual equipment checked and in place Coffee/ snacks station/ Counter in the prescribed area to be set Water station to be set Security in place Fire exit pathway to be checked Wiring/load factor/ plug points to be checked by security/ electrician/ service team Dustbins in place Car parking facility to be in place with adequate staffing
• • • •
2. Arrival of host/guest coordinator for the day Manager and Captain to greet the host at the entrance Walk through the set up for confirmation, changes if required to be executed Programme of the day to be discussed with various breaks if any Various position of staff to be discussed
• • • • •
• • •
4. Closing procedure The team of Service/ housekeeping/ Engineering/ security along with the host representative to take round of the areas to thoroughly search for anything left back Arrangements made for storing of valuables to be executed (either a room is given or an area is blocked) Cleaning of the area to be done in the presence of the host representative All the heavy load connections are to be switched off
• • •
5. Commencement of the event the next day The Unit closing team along with the host representatives to take round of the area All the electrical connections to be switched on and checked The event proceeds the way it did the previous day unless there is any change made by the host
•
102
3. Commencement of the programme Inaugural arrangement to be executed Station sufficient staffing in the room to service the requirements during the exhibition House keeping/ electrician/ security team to take regular rounds for cleanliness/electrical hazard/ unwant ed elements Coffee/ Snacks counter to be manned throughout Meal arrangements to be executed as discussed either a buffet to be set or counter service arrangement. For the latter, adequate presentable bins are required and cashiering to be arranged
Operation Manual I Mayfair Banquets
FOOD AND BEVERAGE OPERATIONS • • • • • •
6. Billing and bidding farewell Prepare Guest Check Upon request from host present check. Take the guest comments on the Comment Card Bills to be settled as per the instructions Station staff in the foyer Bid Farewell to the guest Indian Meal
• • • • • • • • • • •
1. Pre-meal Drinks Pre-pour beverages Set ashtrays and tit bits on cocktail rounds Check set-up of foyer Staff to be stationed at the foyer for pre-meal drinks Greet and welcome the guest. Verify name of event that guest is attending Direct guest to reception Offer assistance with guest's belongings (Includes coats, baggage) Serve beverages and canapés Constantly monitor maintenance of beverage and canapé service Pre-pour ice water where applicable
• • • • • • • •
2. Proceed into the Dining Area Host gives instructions to open the door leading to dining area Staff to be stationed at the entrance and areas in the proximity of the entrance Lead the guest Seat the guest Unfold the napkin Offer, take orders and serve beverages according to range stipulated in event order Replenish beverage as and when necessary Host gives instructions to serve the meal
• • • • • • •
3. Meal period Serve appropriate beverage Serve hot towel Proceed to serve meal according to instructions of host Serve hot towels Clear dessert Serve hot towel Clear the table of all soiled equipment.
• • •
4. Programme Guest announces commencement of programme Station sufficient staffing in the room to service the requirements during the programme Check table maintenance.
• • • •
5. Billing and bidding farewell Prepare Guest Check Upon request from host present check. Station staff in the foyer Bid Farewell to the guest
Traditional Indian Weddings
• • •
1. Pre- programme duties Board to read, to be checked both in the Banquet reception and the function area Stage and interior décor done through the agencies to be checked Set up to be checked as mentioned in the FP
Operation Manual I Mayfair Banquets 103
• •
Audio visual equipment if required to be checked and in place Coffee station/ Beverage station in the pre-function area to be set as per the FP
• • • • • •
2. Awaiting arrival of guest Snacks counter in case of snacks on arrival Car parking facility to be in place with adequate staffing Water station to be ready Coffee station/Beverage counter manned Hot/ cold towels for the wedding procession Snacks counter if required to be manned
• • • •
3. Arrival of host/guest coordinator for the day Manager and Captain to greet the host at the entrance Walk through the set up for confirmation, changes if required to be executed Programme for the day to be discussed General staffing , key areas of placement to be discussed
• • • • • • • • • • •
4. Pre-meal Drinks Pre-pour beverages Set ashtrays and tit bits on cocktail rounds Check set-up of foyer Staff to be stationed at the foyer for pre-meal drinks Greet and welcome the guest. Verify name of event that guest is attending Direct guest to reception Offer assistance with guest's belongings Serve beverages and canapés Constantly monitor maintenance of beverage and Starter service Pre-pour ice water where applicable
• • • • •
5. Wedding eventWelcome the wedding procession Hot / cold towel to be offered Tit bits usually dry fruits offered Beverage service to continue Snacks counter to be opened if the same is in the programme
• • •
6. Proceed into the Dining Area Host gives instructions to open the door leading to dining area Staff to be stationed at the entrance and areas in the proximity of the entrance Host gives instructions to open the buffet
• • • • •
7. Meal period Invite guest to the buffet Assist guest at the buffet Check table maintenance and body language of the guest constantly Check guest satisfaction Clear all tables of soiled equipment when meal is over 8. It is customary to serve the meal for the close relatives of the wedding couple after the attendees have had their meal. Traditionally the young family members of the bride do the service, but, in actuality, the service staffs does the service. They usually sit in U shape and the waiters serve from the inner side
104
• • • •
Table appointments, Cutlery, crockery (preferably Silver ware) is already laid on the table Special indication for the covers to be occupied by the wedding couple (preferably rose petals) Food is picked up in entrée dish and salads in platter Indian bread is served hot straight from the oven, being the second main course dish served after the lentil
•
9. Post dinner ceremony In some parts of the Country, the actual wedding takes place after the dinner till early morning when the
Operation Manual I Mayfair Banquets
FOOD AND BEVERAGE OPERATIONS • •
couple is bid farewell. Flavoured milk (usually dry fruit) to be served along with tea / coffee Dry fruit platter is passed around
• • • •
10. Billing and bidding farewell Prepare Guest Check Upon request from host present check. Station staff in the foyer Bid Farewell to the guest Meetings/ Conference Lunch
• • • •
1. Pre- programme duties Board to read, to be checked both in the Banquet reception and the function area Set up to be checked as mentioned in the FP Audio visual equipment checked and in place Tea/ Coffee station in the pre-function area to be set
• • • • •
2. Awaiting arrival of the guest Bottled water to placed on the table (or water glasses filled as per the guest request) Mint to be placed on table Tea/coffee station to be manned and ready for service Home made cookies platter to be ready for service Audio/ visual attendant in place
• • • •
3. Arrival of host/guest coordinator for the day Manager and Captain to greet the host at the entrance Walk through the set up for confirmation, changes if required to be executed Programme of the day to be discussed with various breaks Various position of staff to be discussed
• • •
4. Arrival of guests Tea/coffee to be offered on arrival Home made cookies to be offered To assist in seating the guest
• • • • • • •
5. Programme Guest announces commencement of programme Lighting to be adjusted as per the host request Station sufficient staffing in the room to service the requirements during the programme No disturbance during the meeting Guest request during the meeting to be dealt with as per the host requirement and discreet Meetings with break away sessions should plan their staffing accordingly with at least one staff in the room and one outside at the entrance 5 minutes before the tea/coffee break the staff to inform the captain and to follow the Coffee break sequence
• • • •
6. Coffee break Follow the coffee break procedures Check table maintenance Programme commences 15 minutes before the lunch break, the staff in the hall to coordinate with the host for lunch buffet set up
• • • • • •
7. Proceed into the Dining Area Host gives instructions to open the door leading to dining area Staff to be stationed at the entrance and areas in the proximity of the entrance Lead the guest Seat the guest/ unfold the napkin if sit down buffet Offer, take orders and serve beverages according to range stipulated in event order Replenish beverage as and when necessary
Operation Manual I Mayfair Banquets 105
•
Host gives instructions to serve the meal
• • • • • •
8. Meal period Invite guest to the buffet Assist guest at the buffet Check table maintenance and body language of the guest constantly Check guest satisfaction Clear all tables/ area of soiled equipment when meal is over Check table maintenance
• • •
9. Programme Guest announces commencement of programme Station sufficient staffing in the room to service the requirements during the programme Check with host for coffee break timing
• •
10. Coffee break Proceed same as morning coffee break Programme commences
• • • • •
11. Billing and bidding farewell Prepare Guest Check Upon request from host present check. Take the guest comments on the Comment Card Station staff in the foyer Bid Farewell to the guest
Seminar Cocktail Dinner
106
• • • •
1. Pre- programme duties Board to read to be checked both in the Banquet reception and the function area Set up to be checked as mentioned in the FP Audio visual equipment checked and in place Coffee station/ Beverage station in the prefunction area to be set as per the FP
• • • • • •
2. Awaiting arrival of the guest Bottled water to placed on the table ( or water glasses filled as per the guest request) Mint to be placed on tables All the counters to be manned Tea/coffee station/ Bar counter to be manned and ready for service Home made cookies platter/ canapés to be ready for service Audio/ visual attendant in place
• • • •
3. Arrival of host/guest coordinator for the day Manager and Captain to greet the host at the entrance Walk through the set up for confirmation, changes if required to be executed Programme of the day to be discussed with various breaks Various position of staff to be discussed
• • • • • • • • •
4. Pre-meal Drinks If Tea/ coffee is to be served, offer them on arrival If soft/ regular bar is required Pre-pour beverages Set ashtrays and titbits on cocktail rounds Check set-up of foyer Staff to be stationed at the foyer for pre-meal drinks Greet and welcome the guest. Verify name of event that guest is attending Direct guest to reception Offer assistance with guest's belongings
Operation Manual I Mayfair Banquets
FOOD AND BEVERAGE OPERATIONS • • •
Serve beverages and canapés Constantly monitor maintenance of beverage and canapé service Pre-pour ice water where applicable
• • • • • •
5. Programme Guest announces commencement of programme Lighting to be adjusted as per the host request Station sufficient staffing in the room to service the requirements during the programme No disturbance during the meeting Guest request during the meeting to be dealt with as per the host requirement and discreet 15 minutes before the dinner break, the staff in the hall to coordinate with the host for dinner arrange ments.
• • • • • • •
6. Proceed into the Dining Area Host gives instructions to open the door leading to dining area Staff to be stationed at the entrance and areas in the proximity of the entrance Lead the guest Seat the guest/ unfold the napkin if sit down buffet Offer, take orders and serve beverages according to range stipulated in event order Replenish beverage as and when necessary Host gives instructions to serve the meal
• • • • •
7. Meal period Invite guest to the buffet Assist guest at the buffet Check table maintenance and body language of the guest constantly Check guest satisfaction Clear all tables/ area of soiled equipment when meal is over
• • • • •
8. Billing and bidding farewell Prepare Guest Check Upon request from host present check. Take the guest comments on the Comment Card Station staff in the foyer Bid Farewell to the guest
• • • • • • • • • • • •
Set Lunch/Dinner Pre-meal Drinks Pre-pour beverages Set ashtrays and titbits on cocktail rounds Check set-up of foyer Staff to be stationed at the foyer for pre-meal drinks Greet and welcome the guest. Verify name of event that guest is attending Direct guest to reception Offer assistance with guest's belongings Serve beverages and canapés Constantly monitor maintenance of beverage and canapé service Pre-pour ice water where applicable
• • • • • • •
Proceed into the Dining Area Host gives instructions to open the door leading to dining area Staff to be stationed at the entrance and areas in the proximity of the entrance Lead the guest Seat the guest Unfold the napkin Offer, take orders and serve beverages according to range stipulated in event order Replenish beverage as and when necessary
Operation Manual I Mayfair Banquets 107
108
•
Host gives instructions to serve the meal
• • • • • • • • •
Meal period Serve appropriate beverage Serve bread and butter where appropriate Proceed to serve meal according to instructions of host Serve various courses of the meal according to the standards laid down Clear the table of all soiled equipment. Programme Guest announces commencement of programme Station sufficient staffing in the room to service the requirements during the programme Check table maintenance.
• • • •
Billing and bidding farewell Prepare Guest Check Upon request from host present check. Station staff in the foyer Bid Farewell to the guest
Operation Manual I Mayfair Banquets
FOOD AND BEVERAGE OPERATIONS Loading & Transport Equpiment
Equipments in closed containers Or wrapped
Food
Food material inn air tight lids Or cling flinged
Yes No
Remark
Cold food transported in thermoseal contaners Hot food in casseroles Raw meat seperated from cooked products & vegetables Perishables at 4degrees celcius in thermoseal containers on ice / referigerated van Transport vehecle free of dust & dirt Set up
Linen Napkins: spotless, odourless, ironed Frills clean & pressed Table cloths:spotless & odourless Uniforms: spotless, pressed & odourless
Buffet
Table tops: non greasy, dry & dust free Chaffing dishes :wiped/ polished Salads in bowls cling wrapped Cutlery in contaners covered or wrapped Plates stacked with the top plate inverted Buffet crumbing equpiment available one per buffet
Live counter
Display food in wraps & lids Spoons & tongs to fetch ingredients Raw meats on ice Pans & burners grease free Dust bins allocated Water for rinsing pans changed frequently Veg & non-veg stations seperated Water cooking other than the water for rinsing
Bar
Igloos cleaned and odour free before storing ice in the same Ice tongs in ice bucket Using tin opener for opening cans wine opener for wine bottles Chopping board used for making Garnishes etc. Glassware kept inverted.
Operation Manual I Mayfair Banquets 109
Peg measure placed dipped in soda chilling tubs leak proof rugs or carpet under the chilling tubs bar top wiping equipment available
Service Hygiene transport food on trays, salvers,& trolleys handle glassware by the bottom half cutlery handled by the handle food handled with service gear or gloves
Clearance
counters as per structures trolleys stacked neatly & not overloaded bins cleared efficiently plates cleared with hand by first plate method glasses cleared on trays & salvers
110
Operation Manual I Mayfair Banquets
FOOD AND BEVERAGE OPERATIONS EQIPMENT CHECK LIST requirement function I function II set up equipment
total required stock in handrental/purchase Function III
1/2 moon tables 2& 1/2 ft radius 1/4 round tables buffet tables 6X2 bufffe tables 1 &1/2 feet round tables 5ft dai Wooden top cussion chairs cocktail tables tea poys buffet signages
FOOD SER EQUIP BUFFET chaffing dishes 10 ltrs chaffing dishes 5 ltrs inserts 1x2 inserts 1x3 soup tureen buffet ladles soup ladles all purpose bowls 1ltr chinese cruet set preserve bowls set SIVER SERVICE EQUIP entrée dishes 8 portion service forks service spoons sauce boats & ladles large tongs platters oval mdm Finger Bowls
STARTERS serving platters sauce bowls tooth pick holders tissue holders sizzler plates dim sum baskets
SOUPS soup bowls underplates soup spoons
MAIN COURSE Dinner plate 10" dinner spoons joint forks acrylic plate set katories
SALADS /BREADS salad bowls salad platters bread baskets (L) Operation Manual I Mayfair Banquets 111
tongs ladles sauce boats ceramic sauce ladles
DESSERTS lagans chaffing dish fruit bowls large platters dessert bowls fruitforks dessert plates 7" 1/4 plates tea spoons ice cream servers ice cream scoopers cake knives pastry tongs gateau slice ice troughs
requirement function I function II BEVERAGE SERVICE BAR EQUIPMENT pony tumblers old fashioned tom collins Hi balls carafes (1litre) pilsners red wine glass white wine glass wine openers bottle openers brandy baloons shot glasses champagne saucers champagne tulips port wine glasses wine chillers igloos ice crusher cocktail shakers stirer hoders tissue holders ash trays ice picks ice buckets ice scoops beverage trays cutting boards muddling glass muddler lime sqeezer blenders condiment tray electric kettle sugar tongs tin openers 112
Operation Manual I Mayfair Banquets
total required stock in handrental/purchase Function III
FOOD AND BEVERAGE OPERATIONS twizers chilling tubs steel drums with lids 20ltrs Water jugs
HOT BEVERAGES flasks (2ltr) tea samovars/vending machines tea cups & saucers tea spoons sugar bowls sugar tongs coffee mugs glass tea coffee makers
TROLLIES starter trolley bevrage trolley flambe trolley clearance trolley carving trolley housekeeping trolley loading trollies
CLEARANCE EQUIP used plate tubs clearance bins
HOUSEKEEPING vaccum cleaner floor scrubbing machine bucket mops broom hard brush dustpan requirement function I function II
total required Function III
stock in hand
rental/purchase
SECURITY / VALTES light batons torches valet tags key board pen first aid kit
CONFERENCING EQUIP pa systems CORDLESS MICS COLAR MICS screens 8X5 LCD projector LCD TV POINTERS DVD PLAYER extention boards UPS cordless telephone instrument white board flip chart board mint bowl
LINEN frills 20 ft
Operation Manual I Mayfair Banquets 113
frilled table top cloth napkins table runners satins assorted Chair covers round table covers
114
UNIFORM
CONSUMABLES
CONSUMABLES
managers coats captains coats managers shirts managers trousers staff trousers clearance shirt set up T shirts set up caps sterwards jackets casual staff uniform bar mans jacket shoes ties sales ties banquet managers ties captains/supervisor ties unit head housekeeping uniforms stewarding uniforms sherwanis dhoti kurtas south indian uniform maintenance shirts valet uniforms
fuel tins tooth picks napkins disposable tissues swizzle stick stirrer salt grain sugar sugar cube tea bags coffee pads pencil sharpner seraser stapler stapler pins mint safety pins flip chart paper duster permanent marker white board marker
glass cover garbage bags detergent vinegar pepper castor sugar valet tags
Operation Manual I Mayfair Banquets
FOOD AND BEVERAGE OPERATIONS GUEST PARKING & EXTERIOR CHK Parking and Exterior Date:
Time
:
Location : Criteria
Points
1
Drive in clean and clutter free.
1
2
Parking system is fast and efficient.
1
3
Parking lot is clean and well lit.
1
4
Valet assistance was offered with 4 minutes of arrival.
5
Valet greets the guest and politely requests for the key and hands over the key tag.
6
Easy access to party hall from the parking lot.
1
7
Exterior of the building is attractive.
1
8
Building façade is clean and well lit.
1
9
Directional signage clear and adequate.
1
10
Security guard smiles and provides assistance.
1
11
Staff neatly groomed, clothing clean and well-pressed.
1
12 Staff uniform is well maintained
1
13 Staff speaks clearly
1
14
Staff smile and have a pleasant expression. Points Achieved : 0
Answer
Remarks
1
Points Possible : 14
Percentage Achieved : 0.0% Operation Manual I Mayfair Banquets
115
rest rooms chk Public Restrooms Time : Location :
Date:
Criteria
Points
1 Bathroom door not worn or damaged.
1
2 Bathroom door and frame clean, free of marks.
1
3 Floor and carpet not worn or damaged.
1
4 Floor and carpet free of debris, stain and soil.
1
5 Walls and ceilings not worn or damaged.
1
6 Walls and ceilings clean.
1
7 Wall fixtures, fittings and art dust free and clean.
1
8 Light fixtures, fittings and lamps not worn or damaged.
1
9 Light fixtures, fittings and lamps dust free and clean.
1
10 No burned out light bulbs observed.
1
11 Countertops not worn or damaged.
1
12 Countertops clean and dry.
1
13 Sink not worn or damaged, all fixtures operate smoothly.
1
14 Sink thoroughly clean.
1
15 Mirrors not worn or damaged.
1
16 Mirrors clean and dry. 17 Toilet not worn or damaged, all fixtures operate smoothly.
116
Operation Manual I Mayfair Banquets
1
Answer
Remarks
FOOD AND BEVERAGE OPERATIONS
18 Toilet thoroughly clean.
1
19 Paper supplies neat and adequately stocked.
1
20 Cloth towels plentiful (if used)
1
21 Cloth towel hamper neat
1
22 Trash receptacle neat.
1
23 Soaps neatly and adequately stocked.
1
24 Air fresh, odour free.
1
25 Temperature comfortable.
1
26 Staff speaks clearly.
1
27 Staff offers assistance or automatically provided.
1
28 Staff behaviour is not hectic or chaotic.
1
29 Staff does not engage in distracting personal chat or horseplay.
1
30 Staff does not keep hands in pockets, folded arms or slouching posture.
1
31 Staff does not eat, drink, smoke or chew gum.
1
32 Staff is wearing nametags.
1
33 Staff neatly groomed, clothing clean and wellpressed.
1
34 Staff uniform or attire is in good condition.
1
Points Achieved : 0
Points Possible : 34
Percentage Achieved : 0.0
Operation Manual I Mayfair Banquets 117
GUEST CHECK LIST PRE FNC Pre-function set up Time : Location : NA
Date:
Criteria 1
Staff greets the guest within 30 seconds of arrival by surname.
Points Answer 1
function incharge introduces himself & assures function incharge offers a set up run through 2 Air fresh, odour free.
1
3 Temperature comfortable.
1
Room is set- up as requested. 4 Conference seating arrangment / function arrangement as desired.
1
Conference equipment arranged and in working condition.
1
5
6 All equipment present clean.
1
7 Buffet tables are neat and presentable.
1
8 Tables and chairs present are neat.
1
9
Tables and chairs present are well maintained.
10 Room was well lit
1
11 No burned out light bulbs observed.
1
12
Light fixtures and lamps not worn or damaged
13 Light fixtures and lamps clean, dust free.
118
1
1 1
14
Wall fixtures, fittings and art clean, dust free.
1
15
Floor and carpets free of debris, stain and soil.
1
16 Floor and carpets not worn or damaged.
1
17 Walls and ceilings clean.
1
18 Walls and ceilings not worn or damaged.
1
Operation Manual I Mayfair Banquets
Remarks
FOOD AND BEVERAGE OPERATIONS 19 Sound system in use. 20
Sound system volume and quality good appropriate to environment
1 1
21 Linen fresh and clean.
1
22 Linen present is well maintained.
1
23 Flower present were fresh. 24
Staff is present, and is knowledgeable and helpful.
1
25
Staff neatly groomed, clothing clean and well-pressed.
1
26 Staff uniform is well maintained
1
27 Staff speaks clearly
1
28
Staff smile and have a pleasant expression.
1
29 Staff addresses the host by name.
1
30 Staff are wearing nametags
1
31 Staff behaviour is not hectic or chaotic.
1
32
Staff does not engage in distracting personal chat or horseplay.
1
33
Staff does not keep hands in pockets, folded arms or slouching posture.
1
34
Staff does not eat, drink, smoke or chew gum.
1
Points Achieved :
Points Possible :
Percentage Achieved :
0
32
0.0%
Operation Manual I Mayfair Banquets 119
guest buffet check list Buffet Time : Location :
Date:
Criteria
1 Starters are circulated on time.
1
2 Number of staff circulating staters is adequate.
1
Staff announces the starters while serving and is knowledgable about its ingredients. Drink counter is opened on time and is stocked 4 as per request. 3
120
Points Answer
1 1
5
Glassware used is appropriate to the drinks ordered.
1
6
Drinks served at a right temperature or as requested.
1
7 Drinks are served within 2 minutes of request.
1
8 Bartender is knowledagle.
1
9 Garnish used is fresh.
1
10 Buffet opens at the time requested.
1
Buffet settings clearly demarcated as per veg/ 11 non veg, hot/ cold, dessert, drinks, water, live and clearance section.
1
12 Number of buffet counters is adequate.
1
13 Guest did not wait for more than 3 minutes at any counter to serve themselves. 14 A la carte items prepared on buffet, ordered and served within 5 minutes.
1
15 Soiled plates are quickly removed from the buffet counter / room during the meal.
1
16 Manager introduces himself/ herself and inquires about guest satisfaction discreetly, not more than twice.
1
17 Staff specifically thanks guest.
1
18 Staff makes eye contact.
1
Operation Manual I Mayfair Banquets
1
Remarks
FOOD AND BEVERAGE OPERATIONS 19 Staff maintains attentive position in the room.
1
20 Staff speaks clearly.
1
21 Staff smiles or makes pleasant expression.
1
22 Staff uses guest surname when available.
1
All staff have discreet, non-interruptive demeanour
1
24 Staff behaviour is not hectic or chaotic.
1
25 Staff does not eat, drink, smoke or chew gum.
1
23
26
Staff does not engage in distracting personal chat or horseplay.
1
27
Staff does not hover or linger intrusively near guest.
1
28
Did there appear to be an individual acting as a superior visible.
1
29
If supervisor visible, was this individual interacting effectively with guests, other than seating.
1
30
If supervisor visible, was this individual interacting effectively with staff.
1
31 Staff is wearing nametags and entirely visible.
1
Staff neatly groomed, clothing clean and wellpressed.
1
32
33 Staff uniform or attire is in good condition.
1
34 China, platters, plates and serving pieces clean.
1
China, platters, plates and serving pieces not worn or damaged.
1
35
36 Flatware clean and not tarnished or spotted.
1
37 Flatware not worn, damaged or dented.
1
38 Glassware clean.
1
39 Glassware not worn or damaged.
1
40 Linens clean and well pressed.
1
121
41
1
42 Counters or tables thoroughly clean.
1
43 Counters or tables not worn or damaged.
1
44 Coasters and napkins clean and neat
1
Ashtray cleaned before three cigarettes consumed
1
46 Tables and chairs are sturdy, do not wobble.
1
47 Chairs and banquettes thoroughly clean.
1
48 Chairs and banquettes not worn or damaged.
1
45
49
Service / side stations and visible service areas clean and tidy.
1
50
Service / side stations and visible service areas not worn or damaged.
1
51 Plants, flowers and container clean and healthy.
1
52 No burned out light bulbs observed.
1
53 Light fixtures and lamps clean, dust free.
1
54 Floor and carpets free of debris, stain and soil.
1
55 Floor and carpets not worn or damaged.
1
56 Walls and ceilings clean.
1
57 Walls and ceilings not worn or damaged.
1
58
Windows panes clean, free of streaks and smudges.
1
59 Window frames and sills clean.
1
60 Window frames and sills not worn or damaged.
1
61
122
Linens colour-resistant, not worn, damaged or stained.
No excessive noise or odours from kitchen or service areas.
1
62 Temperature comfortable.
1
63 Sound system in use.
1
64
Sound system volume and quality good appropriate to environment.
1
65
Foods & beverages have good flavour, fresh colour and texture.
1
Operation Manual I Mayfair Banquets
FOOD AND BEVERAGE OPERATIONS 66
Foods & beverages match menu description or special request.
1
67
Foods are cooked to appropriate doneness, crispness, colour, etc.
1
68
Foods attractively arranged on plates, presentations have appetizing appearance.
1
69 Hot items served hot : cold items served cold.
1
70
Buffet traffic flow convenient, free of congestion.
71 Buffet tabletops clean, free of excessive spills. 72
Buffet tables attractively displayed and arranged.
73 Major food dishes labelled.
1 1 1 1
74
Foods & beverages are convenient to selfserve.
1
75
Appropriate, clean serving utensils provided for each dish.
1
76
Ample clean dishes placed conveniently on buffet.
1
77
Silverware provided without delay, or preset on table, or on buffet.
1
78
No food dish no less than one third stocked throughout the meal.
1
79
Replenishment of buffet foods constant, performed discreetly and professionally
1
80
Appropriate condiments provided automatically or stocked in self serve area.
1
Points Achieved : 0
Points Possible 80
Percentage Achieved : 0.0
Operation Manual I Mayfair Banquets 123
GUEST CHEKLIST FOR OPERATIONS 1 food area set up all set up complete an hour before the function starts all food counters have stain free & untorn frills frills match décor venue cleared at least 2 hrs before the function time. napkins well stacked, stain & smell free plates dry & odour free buffet tags appropriate & spelt correct board to read placed correctly board to read spelt correctly buffet signages placed correctly buffet signages spelt correctly salad & live counter equipment cling wrapped were the dessert counters stacked with tissues chairs & tables sturdy buffet sturdy chair covers stain free untorn 2 staffing staff allocated to all services house keeping person allocated at the venue toilet attendent allocated & present all the time staff allocated in the lobby to receive & guide 3 grooming staff uniform stain free & fresh staff hair above collar chefs in caps & stain free uniforms staff clean shaven 4 staff courtesy did the function incharge introduce himself Manager offered visiting card Manager offered set up walk through match box available with staff requests handled efficiently was the staff polite & helpful 5 Staff knowledge Menu Knowledge local knowledge Co. knowledge function details rest room locations food & beverage counter details liquor & soft brands available
124
Operation Manual I Mayfair Banquets
YES
NO
REMARKS
FOOD AND BEVERAGE OPERATIONS 6 Service starters circulated as per temperatures starters circulated for 2hrs from function start time buffet mantained clean salads & plates, dessert counters replenished efficiently buffets replenished efficiently starters & buffet courses announced clearly when offered was the water counter well stocked all the time 7 utilities toilet tissues & soap available all the time dust bins emptied when filled all toilet flushes in working toilet floor dry mirrors stain free
Operation Manual I Mayfair Banquets 125
guest checklist post function Post Function Time : Location : Criteria
1
Guest greeted within 30 seconds of arriving by name.
1
2
Manager / supervisor inquires about the satisfaction levels.
1
3
Guest is comfortably seated and offered beverages.
1
Plate count is verbally verified by the 4 staff from the guest, before presenting the bill.
1
5
In case of dispute, Manager takes the appropriate decision.
1
6
Final bill is presented in a neat folder with a pen.
1
Payment is collected and processed 7 within 4 minutes of guest making payment / signing.
1
8 Staff specifically thanks guest.
1
9
Bill is legible, and machine imprinted when presented.
10 Bill is accurately itemized and totalled.
126
Points Answer
1
1
11
Time stamp and date accurately printed on bill (na if no time stamp).
1
12
In case of cash settlement the same to be counted in front of the guest.
1
13
In case of cash appropraite change to be returned to the guest.
1
Operation Manual I Mayfair Banquets
Remarks
FOOD AND BEVERAGE OPERATIONS 14
In case of credit staff to follow the management policy.
1
15
In case of cheque payment staff to adhere to management policy
1
16 Staff makes eye contact.
1
17 Staff speaks clearly.
1
18
Staff smiles or makes pleasant expression.
1
19
Staff uses guest surname when available.
1
20
All staff have discreet, non-interruptive demeanour
1
21 Staff behaviour is not hectic or chaotic.
1
22
Staff does not eat, drink, smoke or chew gum.
1
23
Staff does not engage in distracting personal chat or horseplay.
1
24
Staff is wearing nametags and entirely visible.
1
25
Staff neatly groomed, clothing clean and well-pressed.
1
26
Staff uniform or attire is in good condition.
1
27
Staff present bid a pleasant farewell to the guest and escort him to his vehicle.
1
28
In case of guest liquour, the left over stock to be returned.
28
Valet greets and fetches the car within 5 minutes.
1
Points Achieved: 0
Points Possible: 27
Percentage Achieved: 0.0
Operation Manual I Mayfair Banquets 127
CHAFFING DISH TO PAX RATIO capacity
no of sets
pax
5ltrs
1 set
60
10 ltrs
1 set
120
20 ltrs
1 set
240
BUFFET TO PAX RATIO
128
Type of function
ratio
social cocktail
1 per 150
10 ltrs
conference lunch
1 per 75
5 ltrs
town halls plain
1 per 100
10 ltrs
town hall cocktail
1 per
10 trs
Operation Manual I Mayfair Banquets
size of chaffing dish
FOOD AND BEVERAGE OPERATIONS stafffing rationale Fixed Cost Ideal Staffing for 300 pax Category Nos Budget Total Head Operations 1 25000 Asst Manager 2 18000 Sr Captain 2 12000 Captain 2 10000 Steward 12 6000 Trainee Steward 12 4000
staff captains barman steward tr. Steward casual
core staff allocation per 300 pax function incharge - Asst Manager & Sr Captain starter bar salad/plat buffet dessert water es nil nil nil 1 nil nil nil 1 nil nil nil nil 1 2 2 3 2 1 2 2 2 2 2 10 2 2 4 2 2
Variable Cost
Plain Dinner
Social Dinner With Cocktail
captain
1 per 150
1/100
Annual dinners with cocktails 1/ 100
stewards
1 per 30
1 per 25
asst stewards
1 per 30
casuals
1 per 25 8 per trip to the site
loaders (odc)
other 1 2 3 4 5
25000 36000 24000 20000 72000 48000 225000
windup 1 nil 2 1 3
total 2 1 12 12 25
conference
sit down dinners
1 per 150
1 per 25
1 per 25
1 per 30
1 per 6
1 per 25
1 per 25
1 per 25
1 per 6
1 per 12
1 per 12
1 per 25
factors to be considered type of function flow of function extent of menu extent of service size of the venue
Operation Manual I Mayfair Banquets 129
guest check list Guest cheklist for operations 1 food area set up all set up complete an hour before the function starts all food counters have stain free & untorn frills frills match décor venue cleared at least 2 hrs before the function time. napkins well stacked, stain & smell free plates dry & odour free buffet tags appropriate & spelt correct board to read placed correctly board to read spelt correctly buffet signages placed correctly buffet signages spelt correctly salad & live counter equipment cling wrapped were the dessert counters stacked with tissues chairs & tables sturdy buffet sturdy chair covers stain free untorn
2 staffing staff allocated to all services house keeping person allocated at the venue toilet attendent allocated & present all the time staff allocated in the lobby to receive & guide
3 grooming staff uniform stain free & fresh staff hair above collar chefs in caps & stain free uniforms staff clean shaven
130
Operation Manual I Mayfair Banquets
yes
no
remarks
FOOD AND BEVERAGE OPERATIONS 4 staff courtesy did the function incharge introduce himself Manager offered visiting card Manager offered set up walk through match box available with staff requests handled efficiently was the staff polite & helpful 5 Staff knowledge Menu Knowledge local knowledge Co. knowledge function details rest room locations food & beverage counter details liquor & soft brands available 6 Service starters circulated as per temperatures starters circulated for 2hrs from function start time buffet mantained clean salads & plates, dessert counters replenished efficiently buffets replenished efficiently starters & buffet courses announced clearly when offered was the water counter well stocked all the time 7 utilities toilet tissues & soap available all the time dust bins emptied when filled all toilet flushes in working toilet floor dry mirrors stain free
Operation Manual I Mayfair Banquets 131
132
Operation Manual I Mayfair Banquets
food pans
mirrors & platters
Dessert pick up
hot
range
Work table
work table
Cold
garnish
reheat
buffet pick up incharge service
buffet pick up
kitchen incharge
food pans salad assembl y station
dispense kitchen for ODC
Salad pick up
salad chef
cutting board
& work table
mise en place deep fry
mise en place
starter incharge service
garnish
platter for cooked starters
receive serviced platters
bin
tissues tooth picks extra salvers doilies sauce bowls tea spoons etc
bin
griddle plate
mise en place
bin
kitchen starter dispense incharge
stater platters for service
platter for cooked staters
tandoor
mise en place
FOOD AND BEVERAGE OPERATIONS To wash up Staff -III & IV
plate racks
bowls
bowls
cutlery
cutlery
waste
waste
cloth napkins
cloth napkins Staff-I
plate racks
Staff -II
used plate received
1 2 3 4 5
the used plate counter is m,ost suitable for large functions & out door area reduces breakage & loss Is a better options to clearance bins feriied throughthe crowd reduces garbage creation at the wash up area. one used plate cunter per 2 buffets or 200 pax is a good ratio.
Operation Manual I Mayfair Banquets 133
F&B CONSUMTION REPORT Date:-
Name of Function:Pax:-
MG:-
Venue:-
Actual:-
Sr.No
Items
Unit
Measure
1
Pepsi
1.5ltr
2
Mirinda
3
op/bal Issued
Consu mption
Rate
Cost
Btls
42
0
1.5ltr
Btls
42
0
7-Up
1.5ltr
Btls
42
0
4
Limca
1.5ltr
Btls
42
0
5
Diet Pepsi/ Coke
330ml
Can
19.5
0
6
Soda
1.5ltr
Btls
25
0
7
Tonic Water
200ml
Btls
14
0
8
Orange Juice
1Ltr
Pkts
55
0
9
Pineapple Juice
1Ltr
Pkts
55
0
10
Apple Juice
1Ltr
Pkts
60
0
11
Mango Juice
1Ltr
Pkts
60
0
12
Mix fruit Juice
1Ltr
Pkts
55
0
13
Tomato Juice
1Ltr
Pkts
55
0
14
Special Mocktail
650ml
Btls
78
0
15
Water Jar
20Ltr
Jar
55
0
16
Water Bottle
1Ltr
Btls
9
0
17
Water Glass
200ml
Glass
1.25
0
18
Gel Fuel
Tin
14
0
19
Tables
Nos.
30
0
20
Ice Block
Kg
4
0
21
Ice Cube
Kg
5
0
22
Coal
Kg
8.75
0
23
Casual Staff
Nos.
150
0
24
Catering college Students
Nos.
175
0
25
Utility Casuals
Nos.
150
0
26
H.K. Casuals
Nos.
150
0
27
Vallets
Nos.
250
0
TOTAL
0
28 26
134
Operation Manual I Mayfair Banquets
Remarks
FOOD AND BEVERAGE OPERATIONS TELEPHONE EVALUATION TELEPHONE CHECKLIST- To be filled for each unit by the Training Manager Parameters Gentlemen Good Average Answer within 3 rings
Bad
Greeting of the Day
Unit Name Name Introduction
"How may I help you?" Tone/ Volume
Clarity Language/ Words TOTAL-My Score Maximum Score
16
Remarks: Name of person evaluated Time of call Purpose stated
Operation Manual I Mayfair Banquets 135
PREMIUM CONFERENCE PACKAGE U- shape tables
frill less modular
Round tables
4 ft dia with full length frill lace net runners
Table appointments
bud vase mint bowl (eclairs, mints,coffe bites) leather pads, pencils, erazers office tray- stapler & pins, rubber bands calculators Crystal rock glass for water 1/2 litre mineral water (himalaya) highlighter can of red bull/ tetra pack juice individual table mics
chairs
swivel chairs
podium
acrylic podium, with reading light,mic
office assistance
photocopying, printing, fax, scan etc
Audio visual
remote operated screen remote operated OHP,LCD Laser pointers
phone
cordless intercom instrument
conference meals
premium menus sit down service - lunch/ tea/ snacks
lunch table set up
1/4 plates, b&b knife, AP knives/ Forks dessert spoon forks juice glass, water glass Bread Basket & soup sticks
Tea & snacks
sauces on table, cookies in glass platters cofffees- cappucinno, espresso teas- tisanes & twinnings tea served in pots on the table Snacks served on the table preplated extra helping on service fron platter
136
Operation Manual I Mayfair Banquets
SUPPLY CHAIN MANAGEMENT What is Supply Chain ? • • •
To develop and manage material panning function for goods demanded by Company’s various departments To maintain balance between cost and service level To get right product for the right price for the Company
ORGANISATION CHART
SCM
VASHI/NAGAR ROAD
PURCHASE ASSISTANT (7K)
BANGALORE
PURCHASE SUPERVISOR (10 K) PURCHASE ASSISTANT (7K)
HELPER (5K)
W O RL I
PURCHASE SUPERVISOR (10 K) PURCHASE (2) ASSISTANT (7K)
HELPER (5K)
Operation Manual I Mayfair Banquets 137
BASIC PROCESS 1. Stockable Items: • User Dept Sends the Authorised Indent to Purchase • Stores issues the material after Issues are entered in the System
138
2. • • •
No- Stockable Items: User Dept Raises Authorised Requisition Purchase Floats Enquiries, takes quotes, does comparison & Releases PO Receives Material & Issues it after entry made in the system
3. • • • •
Perishable Items: Authorised Indent from User Dept Purchase Orders & receives material User Dept Checks the material Purchase Issues material after passing the entry in the System
Operation Manual I Mayfair Banquets
SUPPLY CHAIN MANAGEMENT PURCHASE FLOW CHART
Operation Manual I Mayfair Banquets 139
REQUIREMENTS FROM OTHER DEPT. IN PROCESS • • •
Any Indent / Requi. Should have Complete product Specifications Size, UOM, Qty., etc Indents must be Authorised and it should come through IDS System Lead Time Perishable - 24 hrs Non stockable - 48 hrs (Food & General Items) Items for which will require long Lead Time to be discussed prior to order on case to case basis
PROCESS • • • •
ORDERING Making Product wise Schedules for Orders Order Material from Listed Vendor or Approved Supplier, Following up for Deliveries, Make Transportation arrangements if required
• • • • • •
RECEIVING MATERIAL Receive material as per orders placed, Check the Quality of the Product what is being received, Accept or reject the material, Give receipt for the material received, Handover the material to the concern department Make Entries of Receipts in the Software (GRN)
• • • •
ISSUES OF MATERIAL Receive the Duly Authorised Indents and Requisitions, Order the required material from the Listed Vendor, Issue the material to the concern Dept Make the Entries of Issues in Software
•
BILL PASSING Verifying of Bills, Challans & forwarding it to Accounts for Bill Passing
• • •
MAINTAINING STOCK Maintain Stock as per Industry Standards Minimum Order Level to be maintained Reorder Level to be maintained
• • •
CO-ORDINATION With Accounts & Finance for day to day transactions With other departments for Purchase related requirements With HOD for various activities regarding day to day transactions
REPORTS
140
• • •
Daily Reports of Issues (Food Cost) to GM, Finance & SCM Monthly Purchase Report to GM, SCM & Group Head Monthly Closing Stock Reports to GM, SCM, Finance & Group Head
•
Ensure Working Capital in terms of stocks at all Units not more than 25% of the monthly sales
Operation Manual I Mayfair Banquets
SUPPLY CHAIN MANAGEMENT LIST OF EQUIPMENTS CENTRALISED PROCUREMENT ITEM LIST Oil Sauces (All Types) Mayoneese. Butter Cheese Gravies Chicken Masala Marinates Rice Dal CENTRALISED PROCUREMENT Atta Dry Fruits Tomato Puree Packing Items Fruits Pulps Or Sauces. Coke / Pepsi Wines & Vinegars Salad Dresings
Operation Manual I Mayfair Banquets 141
Mayfair Banquets - List of Equipments for new Projects No
Particulars
1
SET UP EQUIPMENT frilless buffet tables 6x2.5x3 salad counters to design 1/2 moon tables 2& 1/2 ft radius 1/4 round tables buffet tables 6X2 bufffe tables 1 &1/2 feet round tables 5ft dai Wooden top cussion chairs cocktail tables tea poys
VITAL VITAL ESSENTIAL ESSENTIAL
FOOD SER EQUIP BUFFET chaffing dishes 12 ltrs chaffing dishes 7 ltrs inserts 1x2 inserts 1x3 soup tureen buffet ladles soup ladles all purpose bowls 1ltr chinese cruet set preserve bowls set
VITAL VITAL VITAL VITAL VITAL VITAL VITAL VITAL VITAL VITAL
2
3
142
SIVER SERVICE EQUIP entrée dishes 8 portion service forks service spoons sauce boats & ladles large tongs platters oval mdm Finger Bowls STARTERS serving platters sauce bowls tooth pick holders tissue holders sizzler plates dim sum baskets SOUPS soup bowls underplates soup spoons MAIN COURSE Dinner plate 10" dinner spoons joint forks acrylic plate set SALADS /BREADS salad bowls salad platters bread baskets (L) tongs ladles sauce boats ceramic
Operation Manual I Mayfair Banquets
Remarks VITAL CAN BE PART OF PROJECT VITAL VITAL ESSENTIAL
VITAL VITAL VITAL VITAL VITAL VITAL VITAL VITAL VITAL VITAL VITAL VITAL VITAL VITAL VITAL VITAL VITAL VITAL VITAL VITAL VITAL VITAL VITAL VITAL VITAL VITAL
SUPPLY CHAIN MANAGEMENT sauce ladles DESSERTS lagans fruit bowls large platters dessert bowls fruitforks dessert plates 7" 1/4 plates tea spoons ice cream servers ice cream scoopers cake knives pastry tongs gateau slice
4
VITAL VITAL VITAL VITAL VITAL VITAL VITAL VITAL VITAL VITAL VITAL VITAL VITAL
BEVERAGE SERVICE pony tumblers old fashioned tom collins Hi balls carafes - 500 ml/Decanters pilsners red wine glass white wine glass wine openers bottle openers brandy baloons shot glasses champagne saucers champagne tulips port wine glasses wine chillers igloos ice crusher cocktail shakers stirer hoders tissue holders ash trays ice picks ice buckets Ice Tongs beverage trays Chopping boards muddling glass muddler lime sqeezer blenders condiment tray electric kettle sugar tongs tin openers twizers chilling tubs Neelkamal steel drums with lids 20ltrs Water jugs Bar Matts - Rubber Matts Cigar Cutter HOT BEVERAGES flasks 1.5 Ltr
VITAL VITAL VITAL VITAL VITAL VITAL VITAL VITAL VITAL VITAL VITAL VITAL VITAL VITAL VITAL VITAL VITAL VITAL VITAL VITAL VITAL VITAL VITAL VITAL VITAL VITAL VITAL
VITAL VITAL VITAL VITAL VITAL VITAL VITAL VITAL VITAL VITAL VITAL DESIRABLE VITAL
Operation Manual I Mayfair Banquets 143
tea samovars/vending machines tea cups & saucers sugar bowls - Sugar Sachet sugar tongs - Sugar Sachet coffee mugs glass tea coffee makers
5
TROLLIES starter trolley bevrage trolley flambe trolley clearance trolley carving trolley housekeeping trolley loading trollies Atoshaw Heading Trolly
6
VITAL VITAL VITAL VITAL ESSENTIAL ESSENTIAL ESSENTIAL VITAL ESSENTIAL
LINEN frills 20 ft (Per Mtr) frilled table to cloth napkins table runners satins assorted Chair covers round table covers
144
VITAL VITAL VITAL VITAL VITAL VITAL VITAL VITAL
CONFERENCING EQUIP pa systems CORDLESS MICS COLAR MICS screens 8X5 LCD projector LCD TV POINTERS DVD PLAYER Music Library
11
VITAL VITAL
BANQUETS STORES storage racks lock in cupboards plate racks - Trolleys glass racks - Trolleys chaffing dish cases cup saucer boxes storage box for signages cutlery racks
10
OUTSOURCED DESIRABLE
SECURITY light batons torches
9
VITAL VITAL
HOUSEKEEPING vaccum cleaner floor scrubbing machine
8
VITAL VITAL ESSENTIAL VITAL VITAL VITAL VITAL VITAL
CLEARANCE EQUIP Curtlery Racks clearance bins
7
VITAL VITAL VITAL VITAL DESIRABLE DESIRABLE
Operation Manual I Mayfair Banquets
VITAL VITAL VITAL VITAL VITAL VITAL VITAL
SUPPLY CHAIN MANAGEMENT 12
UNIFORM managers coats, Shirts & Trousers Captains coats, Shirts & Trousers managers shirts managers trousers staff trousers clearance shirt set up T shirts set up caps sterwards jackets casual staff uniform bar mans jacket shoes ties sales ties banquet managers ties captains/supervisors ties unit head housekeeping uniforms stewarding uniforms sherwanis dhoti kurtas south indian uniform maintenance shirts
13
VITAL VITAL VITAL VITAL VITAL VITAL VITAL VITAL VITAL VITAL VITAL VITAL VITAL VITAL VITAL VITAL VITAL VITAL VITAL VITAL ESSENTIAL VITAL
SALES OFFICE PANTRY microwave DESIRABLE gas burner tea pot 1 ltr coffee pot 1 ltr sugar bowls sugar tongs milk creamer salvers hi balls referigerator tea cups & saucers 1/2 plates 1/4 plates saunf stand tissue holders Ice Machine Juice Dispencer Microwave Pizza Oven Coffee Machine External signages - Internal Signages Food Display Signages - For Venue Directions Ice Cream Freezers - Display Freezers
14
LIVE COUNTERS Pizza Counter Pizza Counter Italian Counters Italian Counters Singapore Counter Burmgse Khousugy Counter Fondue / Racelette Shawarma Coffee Chocolate Fountain
ESSENTIAL ESSENTIAL Medium Bowls Wok's Bowls Medium/Small VITAL VITAL VITAL VITAL VITAL Operation Manual I Mayfair Banquets 145
Crepes Appam Dosa Tawa Chaat Gola Jalebi Pasta Counter Tapas Seafood Bazaar Mutton Factory Salad Bar Gelato / Ice Cream Kebab Corner Bread Station
146
Operation Manual I Mayfair Banquets
VITAL VITAL VITAL VITAL VITAL VITAL VITAL DESIRABLE VITAL
STEWARDING Functions of Kitchen Stewarding
Pot Washing
Back Area Cleaning (as decided betw een F&B,
Kitchen Cleaning
Maintena nce and Ho usekeeping)
Garbage Dispos al
Dishwashing
(fro m Kitchens to G arb age Room)
KITCHEN STEWARDING
Stewarding Stores
Night Cleaning in Kitchens Supervision
Silver Plating
Fumigation in Kitchens Supervision
F&B Equipment Maintenance
Polishing of Holloware, Flatware Copperware, Brassware and Silverware
Banquet Functions
Operation Manual I Mayfair Banquets 147
DEPARTMENTAL TRAINING MANUAL CLEANING DUTIES INTRODUCTION The primary objective is to prevent the transmission of diseases and protect good health through an effective series of cleaning procedures and controls. All utensils and service equipment must be clean, free of bacteria and available for service as business volumes demand.
CLEANING SUPPLIES Detergents and cleaning solutions must be kept in a locked storage area at all times to prevent waste and theft. Cleaning agents should be issued at each shift by the Stewarding Head (in pre-mixed form, if necessary). Stewards should not be permitted to dilute concentrates. In the absence of the Stewarding Head, his assistant should control the cleaning product storage and issue pre-mixed cleaning agents. The Stewarding Head's cleaning equipment stores should be maintained in clean and orderly fashion and be secured with a key controlled by the Stewarding Head. Mops should never be stored with their heads on the floor. A rack should be provided to hang them, as well as brooms, squeezees, and other cleaning equipment. Mop buckets should be kept clean and kept in the assigned storage area when not in use. Accurate usage and cost records should be kept of detergents and cleaning supplies. The Stewarding Head should reconcile the use of all detergents and cleaning products. The purchase of these items is the responsibility of the storekeeper and they form part of Mayfair inventory. The Stewarding Head should prepare a monthly report detailing the usage and cost of the cleaning supplies, based on the purchase price of individual items. This report should be submitted to the Unit Head and inventory controller in Accounts for reconciliation with his record of consumption. This can be adapted by the Stewarding Head to suit the particular operation. CHEMICALS The purchase, storage and usage of a wide range of chemical compounds is a major part of the Stewarding Head's job. In this regard close liaison between him, the Purchase Manager is vital. The most important factor in the control of cleaning supply costs is the selection of a chemicals supplier and an evaluation of both the product on offer and the training programme that necessarily should accompany the product. It is often the training programme available and the enthusiasm of the supplier in implementing it that will determine the decision to select the supplier. In the evaluation of a supplier the Stewarding Head should initiate a selection process, working closely with the Purchase Manager and Vice President. Although the Purchase Manager is responsible for the purchase of all goods and services, the Stewarding Head is in the best position to evaluate the product best suited to the function. In addition, his confidence in the product is necessary to its successful implementation. It is recommended that once a supplier is selected, Mayfair enters into a contract for a set period not longer than six months, and automatically renewable unless the Stewarding Head considers a review is necessary. This contract should not be binding in any manner and Mayfair should be able to cancel at anytime, subject to the return of any equipment on loan from the supplier. Chemicals are dangerous, and should always be prudently stored with access controlled. The accident procedures for the following should be clearly posted outside the chemical store area: • chemical burns; • contact with eyes; • chemical poisoning; • cardio-pulmonary resuscitation.
Posters can often be obtained from the suppliers of chemicals The supplier's representative should be familiar with the ware washing equipment installed. It is recommended that he meets with the Chief Engineer to brief him on technical areas where this is considered necessary to the effective operation of the equipment.
148
Operation Manual I Mayfair Banquets
STEWARDING CHEMICAL SUPPLIER SELECTION CRITERIA Dependent on business volumes, an agent of the supplier's should visit Mayfair periodically (monthly, every quarter etc.) and inspect the ware washing operation for efficiency of results. Any repairs to equipment provided should be completed on a call-out basis. Equipment normally includes detergent dispensers on ware washing equipment as well as soap and towel dispensers, all of which is provided on a ‘‘free loan’’ basis, assuming the use of the selected supplier's chemicals and products; Suppliers should be able to provide a comprehensive training programme, making use of audio-visual aids where possible. Training should involve active on-the-job sessions, with practical demonstrations Supplier's unable to provide training should be immediately eliminated from the selection process. The following represent key points to assess: • Is the programme available in easy-to-understand booklet form; • Is it run in connection with service inspection visits; • Are illustrated action instructions to be posted in key areas; • Will regular film sessions be conducted with staff; A service report should be submitted after each inspection visit, detailing comments on efficiency and highlighting any problems. The Stewarding Head should discuss this with the Vice President when corrective action is required. Minimum and maximum stock levels should be agreed with the supplier making use of the supplier's experience of consumption levels. Most suppliers operate a card system, which acts as a record and assists the Purchase Manager in determining re-order levels. Suppliers should have an established reputation in the food service industry and thus a proven track record. They should be in a position to actively suggest new products and approaches to problems faced by the Stewarding Head; The supplier should be able to react rapidly to emergency requests and the delivery time and response time to call-outs should be carefully evaluated; Safety and accident prevention are very important and the supplier should only supply products with clear instructions and procedures in the event of an accident. If these are needed in another language, thought should be given to the need for bi-lingual instructions.
DAILY CLEANING A
Kitchen floors swept and mopped
1 2 3 4 5 6 7
Mop heads are clean The floor is first swept to remove all loose soil and debris Sanitizing cleaner and or a de-greaser is mixed with hot, clean water Apply the cleaning solution to the floor surface with a clean mop Scrub The surface is scrubbed with a bristle brush to break up the soil if it is very heavy. ‘Wet floor - Caution’ while the floor is being cleaned The kitchen floor is steam cleaned as part of the night cleaning duties frequently
B C D E F G
Walk-in refrigerator floors swept and mopped Garbage containers emptied Counter tops and shelves wiped down with a sanitizing solution Floor drains free at all times; Safety matting dry and clean. All food production equipment such as tilt fryers, stock pots, etc are clean
KITCHEN FLOOR CLEANING PROCEDURES A B C
Stewarding Head makes sure that all floor cleaning procedures are followed The floor is cleaned twice per shift Accidental spills should be cleaned immediately by the employee responsible for the spill
Operation Manual I Mayfair Banquets 149
D
Procedures
1 2 3
WET FLOOR - CAUTION' sign is put while the floor is being cleaned The floor is swept first to remove the loose soil & debris In a clean, empty mop bucket equipped with a wringer, a general purpose sanitizing cleaner or a degreaser with hot water is mixed The solution is applied with a clean string mop The cleaner is left on the surface for 5 / 6 minutes to allow it to cut through the dirt & grease The surface is scrubbed with a bristle brush to break up the soil Clean small areas at a time using side to side motion Remove dirt residue with a squeegee The surface is rinsed with clean water using a clean mop & the area is allowed to dry The kitchen floor is steam cleaned as a part of night cleaning duties once each month or more regu larly as required
4 5 6 7 8 9 10
GLASS WASHING A Glass Washing Machine is clean 1 2 3 4 5 6
Operations of the machine is clearly posted on the machine Water softening equipments are used Rinsing agents added to the wash & pre-rinse tank Glassware uploaded on the machine Glasses are rinsed 3 times to remove Chlorine taste & smell Clean glasses have been returned to the original rack
B
Discoloured Glassware
1 2
Discoloured glassware are soaked in washing solution (once every week ) Stripping of glasses done on a regular basis
C
Ware washing Area
1 2 3 4 5 6
Sufficient area to put down glass ware Adequate racks for passing glassware through machine Sufficient area to briefly air-dry the glass ware Washing area well maintained Machine is emptied & cleaned throughly at the end of each shift Each item is stored back in place
DISHWASHER OPERATION GUIDELINES A
Dish Washing Machine is clean
1 a b c 2 3 4 5 6 7 8 9 10 11 12
Water filled in the machine is of the correct temperature Pre-wash at 110 -130* F Wash at 140 - 160* F Rinse at 180 - 185* F Check the detergent level Dishes are loaded onto the dish rack/belt after scrapping all food scrapes from the plates Use spray nozzle if the plates are dirty Pre-soak silverware in pre-soaking solution & hot water Empty row left between each rack to rinse away food & grease off plates The machine operates at the correct speed The machine is stopped to remove stuck items Glasses & Dishware are clean of spots & stains Sub-standard items are re cleaned Dishes are drained & air-dried before being stored Clean & refill the machine often
POT WASHING A 1 2 3
150
Manual Pot washing performed in a 3 sink operation Washing Rinsing Sanitizing with hot water & dilute sanitizing solution
Operation Manual I Mayfair Banquets
STEWARDING B C D E F
All Equipments air dried on drain shelves Pot & Pans have been scraped of food items using above-elbow length rubber gloves ,brushes & non-metallic pads Pot & Pans have been pre-soaked Wash water temperature is between 140 - 160* F Rinsing temperature is at 180* F
SILVER AND COPPER CLEANING A 1 2 3 4 5 6 7 8 9 10 11 12 13 B 1 2 3 4 C 1 2 3 4 5 6 7 8 9 10 11 12
Cutlery Cleaning Cutlery is washed in the dishwashing machine alongwith other Tableware Items are pre-soaked before sent through washing machine Soiled cutlery is removed from tables Items pre-soaked in a flat bus-pan containing solution of recommended chemicals in hot water Galvnised Copper or Copper Alloy containers are not used Silver plated utensils pre-soaked in a pan lined with aluminium foil To de-tarnish use recommended dipping agent & hot water for 5-30 mins.(depending on the tarnish) Stainless steel is not in contact with Aluminium Cutlery racked & washed immediately after being removed from the pre-soaked solution Cutlery racked with the cating end exposed when placed in a non-stainless steel container Items are loosely placed in container for washing Air-dried cutlery sorted, inspected & returned to dinning area with cating end down into the cylinder All items are polished with clean cloth before use Burnishing Action to remove scratches De-tarnish silverware before it is burnished Like pcs. Of silverware are processed together After burnishing the silver is removed from the burnisher, rinsed & sent through dishwashing machine Burnisher is kept clean always Copper Cleaner Special Copper cleaner are used for all Copper utensils Cutlery is washed in the dishwashing machine alongwith other Tableware Items are pre-soaked before sent through washing machine Soiled cutlery is removed from tables Items pre-soaked in a flat bus-pan containing solution of recommended chemicals in hot water Galvnised Copper or Copper Alloy containers are not used To de-tarnish use recommended dipping agent & hot water for 5-30 mins.(depending on the tarnish) Cutlery racked & washed immediately after being removed from the pre-soaked solution Cutlery racked with the cating end exposed when placed in a non-stainless steel container Items are loosely placed in container for washing Air-dried cutlery sorted, inspected & returned to dinning area with cating end down into the cylinder All items are polished with clean cloth before use
NIGHT SHIFT CLEANING Night cleaning of the back-of-house areas is the responsibility of the Stewarding Head. With the approval of the Unit Head this responsibility may be contracted out to a night contract cleaning service. However, the responsibility for monitoring the contract cleaners' performance and their adherence to Group standards remains the responsibility of the Stewarding Head. In addition, a careful analysis of the relative benefits of contracting out must be undertaken by the Unit Head. This should be submitted to the Unit Head before any decision to award a contract is made. A B C D E F G H I
Kitchen Floors, Walls, Ceiling, Ventilations, Hoods & Cover, Floor mats, Storage Cabinets & Refrigeration area are kept clean Kitchen Extractor System is clean & well maintained by the Engineering Dept. Remove all refuse & empty all refuse containers All refuse containers cleaned with recommended sanitizing solution All food scraps scrubbed from the interior & exterior of the containers All standing machines - Ovens, Grills, Salamanders, Tilt pans & Food mixers are thoroughly cleaned Move all moveable equipment, Clean walls behind equipments, Clean counters underneath the equip ment Recommended chemicals used on tiled surfaces All can openers are clean
Operation Manual I Mayfair Banquets 151
J K L M N
Drain, clean & refill bain maries. Use de-scaling agent as necessary Clean & sanitize all preparation tables. Scrape the dirty tables move them away from walls & clean Clean all sinks & counter tops & sanitize The kitchen area steam cleaned once every month
INVENTORY INTRODUCTION It is the responsibility of the Stewarding Head, working closely with the Unit Head, to manage the stocks of china, glass, cutlery and other equipment in an efficient manner, both in terms of inventory on hand, its use, storage and issue a well as - in conjunction with the Purchase Manager - its purchase. In respect to the latter, the Stewarding Head working closely with the storekeeper, is to control inventory in a manner which enables the Purchase Manager to avoid “crisis-buying” which can result due to the long lead times often associated with these items.
PAR STOCKS Par Stocks are pre-established inventory levels for chinaware, glassware, silverware, cutlery, hollowware, and equipment that is on hand at any given time. Par Stocks should be established based on anticipated usage so that a minimum, yet sufficient amount of stock is on hand to meet service requirements. The size of the inventory should be based on a number of considerations, including some or all of the following: • the number of seats in each outlet using a particular type of table setting; • type of service, and number of covers served (or turnover rate); • the number of styles and pattern of glassware, cutlery and china; • the length of time of return of tableware to service from washing; • peak seating and service rates; • replacement (delivery) time after order; • level of investment. The total inventory should be divided between rotating or “working” inventory, and storeroom or “storage” inventory. The rotating inventory consists of the tableware used on a daily basis, the quantity of which is determined by the same general factors listed previously. These items move through a cycle which includes short-term storage, issue to banquets and restaurant outlets, use in service, collection and transport for washing, the washing process and return to short-term storage. The “storage” inventory is used to replace shrinkage of the rotating inventory from breakage and loss; additions to the working inventory are also made from storage as business volumes dictate. Once the initial inventory has been acquired, it should be adjusted and maintained according to the needs of the Food and Beverage Department. New orders should be given to manufacturers or suppliers when it is necessary to supplement storage inventory. “Lead time” is an important consideration when ordering to maintain the proper inventory and thus close liaison with the Purchase Manager is essential. The Unit Head is responsible for defining Par Stock levels with his team, together with the Purchase Manager and the Chief Accountant. Banquet Par Stocks should be maintained at a level equivalent to a 1.5 times the complete seating of the total banquet seating capacity. Records of Par stocks should be maintained by the Stewarding Head and the receipt, storage, issue and return recorded on Perpetual Inventory Cards. The Stewarding Head is akin to a cost controller in respect of these items, which represent a considerable investment on the part of the Group. The control administration of stocks of operating equipment and their usage in operating areas is vital, if high costs are to be avoided due to poor order procedures, disorderly storage or high breakage levels. Records are also to be maintained by the Stewarding Head on all pots, pans and other operating equipment in service in the kitchens. The Executive Chef is to co-operate in this, as these items are his responsibility.
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Operation Manual I Mayfair Banquets
STEWARDING PHYSICAL INVENTORY The purpose of the physical inventory is to determine the cost of china, glass, silverware and hollowware, and equipment for the period. The physical inventory is also used to determine the requisition quantities necessary to bring inventory levels back to their Par Stock levels. The stocktaking process highlights shrinkage in the working inventory which may be due to breakage or theft (for example). The process of returning various outlets to Par Stock level also triggers the re-order process necessary to return the storage inventory to pre-set maximum levels if they have dropped below these. The computerised inventory system allows the store men to print a reorder listing. China hollowware, silverware and glassware should be inventoried quarterly. Prior to the inventory in conjunction with the Stewarding Head, the Banquet operation staff should have equipment sorted and moved to a central location within each outlet so that the job of inventory can be accomplished quickly and accurately. It may be necessary to perform the inventory at night to obtain an accurate count. No inventory should be left to remain in ware washing areas The results of the physical inventory should be compared to the levels as recorded in the computer system. The Stewarding Head, the Executive Chef and the Unit Head should investigate major discrepancies between the physical inventory and the perpetual inventory. If losses become apparent which cannot be attributed to breakage, the flow of clean and dirty equipment should be monitored by department to test for the source of the problem.
STORAGE The control of inventory in circulation (“working” inventory) is a key aspect of the Stewarding Head's duties. The level of control that can be exercised is dependent on the volumes of business, and particularly the level of banqueting or outside catering. Banquet is a “batch feeding” operation, serving large numbers of guests at the same time; the service of the meal, and the removal of soiled dishes, is performed at one time. A large banquet, and a busy banquet schedule, requires teamwork, organization and proper training. The Stewarding Head will receive copies of the Function/Event Listing which will indicate service requirements. The Banquet Supervisor should liaise with the Steward to prepare the necessary service equipment. In this respect it may be necessary to draw stock from the stewarding stores. When stock is withdrawn in this manner, a Stewards Requisition List should be completed. The design of this should reflect the individual needs of Mayfair. Due to the often erratic nature of demand for equipment, notably where large banquets or outside catering events occur, the Stewarding Head should maintain a Steward's store. This is a sub-store which is under the direct control of the Stewarding Head and should contain a complete inventory of the operating equipment most regularly in use. The purpose of a Steward's store is to keep more efficient control over the working inventory and, most importantly, allow it to be properly stored. The stores should be arranged in a similar manner to that of the main stores, and a Bin Card system should be in operation. No goods are to be issued from the Steward's store without the appropriate requisition. The storage out of the Steward's inventories of all china, glass, cutlery and other operating equipment is the responsibility of the Stewarding Head. Stores should be orderly and all inventory bays or shelves clearly marked. The Stewarding Head is responsible for the receipt, issue, and re-order of all the operating equipment.
PURCHASING The purchasing of operating inventory requires careful planning to take account of the often long lead times and the high cost normally associated with the equipment. The Purchase Manager should be able to draw on the Stewarding Heads' expertise when determining the need for re-ordering. This is because the Stewarding Head is constantly involved in the use of the equipment, and should be able to bring this experience to be in the purchasing process. Specifically, the Stewarding Head might be aware of certain items which suffer particularly high levels of breakage, (due perhaps to the delicacy of the Operation Manual I Mayfair Banquets 153
design, for example) and thus alternatives might be investigated. Purchase Requests should generally be drawn up bi-annually for operating inventory unless a specific is required (following a quarterly stock take, for example) This allows the Purchase Manager to negotiate bulk discounts and aids the Controller in forecasting Mayfair cash flow.
BREAKAGE REPORTS The following guidelines should be followed: • monitor breakage - who is responsible and what were the circumstances. Find out who is careless. Use disciplinary procedures with the approval of the Vice President; • train employees to use care in loading and unloading crockery and glassware; • employees should gently place each dish in the rack. Dropping items into rack should not be tolerated; • ensure the proper glass racks are used. Do not place tall glasses into short racks; • monitor the practices used in transporting crockery and glasses from the outlet manager. Stop accidents before they happen; • never permit breakable items to be stored on shelves which cannot be comfortably reached; • do not allow plates to be stacked into towers that can be easily knocked over. Make sure that saucers are not mixed in with bread and butter plates or dessert plates, etc. • all equipment should be stored in its proper place after use. At no time is any equipment to be left lying around. Equipment should be stored in assigned areas. It is Group policy to place breakage bins for crockery and glassware in all ware washing areas. These bins should be used for all items broken in service or production. In addition, any items which are chipped or cracked should be placed in these bins. Broken crockery and glass should not be processed through normal refuse containers but placed in breakage bins. At the end of each month these should be inspected. The Stewarding Head must prepare a Breakage Report for the attention of the Vice President. This should identify the following: • the items broken and their number; • the outlet; • comments on the reasons and person responsible if this is helpful to gaining a clearer • the value to Mayfair of the items. The Breakage Report should be used as the basis for writing off stocks and should be circulated to the Chief Accountant for approval by the Unit Head. DATE:_________ BREAKAGE REPORT FOR THE MONTH OF ____________________ ITEM____________________ OPEN____________________ ISSUES____________________ CLOSE____________________ RATE ____________________ AMOUNT____________________ STOCK____________________ STOCK VARIANCE____________________ Signed off by
Stewarding Head:
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Operation Manual I Mayfair Banquets
Chief Accountant
Unit Head
STEWARDING Manager's Opening Checklist
Shift:
Date : _____
Sr No
1 2
3
4
5
6
7
8
9
Status Remarks Clear Needs attention Staff Scheduled Staff Appearance
All staffs on duty are signed in Uniform clean and fresh Name Tag Staff well groomed Administration Log book checked and signed All reports checked Memos updated Briefings and meeting for the day Training sessions Check staff roster Monthly report (5th of each month) Side Station / Office Clean and tidy All mis-en-place in order and up to par Pre-check computer in order Cleanliness and maintenance of coffee machine Hostess Stand Telephone working Menu available Writing pad and pen available Operating Stocked to par Equipment Breakage report (if any) Operating equipment requisition Tarnished equipment Bar Area Counter clean and not sticky Sufficient bar supplies Chipped or stained glassware Garnishes sufficient and fresh Sufficient stock of all beverage items Tabletop Tabletops polished Setting as specified Flower vase in good condition and lilies fresh Buffet Table Clean and tidy All display items in order All tags available Sufficient lighting All food items available All tools and equipment set-up to specification
Operation Manual I Mayfair Banquets 155
10
11
12
13
14
156
Housekeeping / Carpeted areas vacuumed Stewarding Carpet stained Tabletops polished Brass surfaces polished Marble surfaces polished Potted plants fresh and in place Dusty surfaces to be cleaned Sufficient linen for operation Outside Area Clean Board to Read Placed and Cleaned Foyer & Reception Area Clean Toilets are Cleaned Carpet Hourind Done Furniture Clean Placed Dust Bin / Ash Tray Clean Chair Covers Clean Air Freshner Used Brasso Polishing Done Area Cleaned After Function Garbage Area Clean Air Conditioning Temperature is correct All grills are wiped off from dust Sufficient airflow No dripping from air con Bulbs Fused Replaced Air Conditioning ON Music Is on Dance Floor Placed if Applicable Lights Put to decore buffet All Plug points in working condition All switches and appliances working Utilities Water supply Lighting level correct Are ornaments in place Are surfaces free of dust Framed displays on walls in place Show-Pieces and free of dust Specials of the day Restrooms clean and tidy All fire fighting equipment in place and not expired Health and Fire exits clear of obstruction Safety Fire exits sign lit Emergency lighting working Piped-in music available Set up as per function Prospector Flower Arrangement in Foyer Flower Arrangement in Buffet Table Arrangements
Operation Manual I Mayfair Banquets
STEWARDING 15
Operations
16 17
Entertainment Others
Any Special Instruction of set up DJ Table Gift Table Gaddas Paan Counter Buffet Table & Linen Clean Check No Dishes Props Guarantee Plate Placed on Buffet Katories Placed & Clean Laddles & Tongs Placed Bufet Tags Cruet Sets Clean Cutlery Props Placed Live Counter Fire Extinguisher Placed in hall Props Given Stones / Gas Checked Dust Bin Clean Crockery Table & Linen Clean Check No of Dishes Katories Placed & Clean Ladles & Tongs Placed Buffet Tags Counter Tags Clean Cutlery Clean Cups Placed In rows of Two Sugar Equal Coffee Tea Bags Table & Linen Clean Milk Hot Water
Manager's Signature
Operation Manual I Mayfair Banquets 157
DAILY CLEANING CHECKLIST SR. #
ACTIVITY
STATUS Yes
A 1 2 3 4 5 6 7 B C D E F G
158
Kitchen floors swept and mopped Mop heads are clean The floor is first swept to remove all loose soil and debris Sanitizing cleaner and or a de-greaser is mixed with hot, clean water Apply the cleaning solution to the floor surface with a clean mop Scrub The surface is scrubbed with a bristle brush to break up the soil if it is very heavy. Wet floor - Caution while the floor is being cleaned The kitchen floor is steam cleaned as part of the night cleaning duties frequently Walk-in refrigerator floors swept and mopped Garbage containers emptied Counter tops and shelves wiped down with a sanitizing solution Floor drains free at all times Safety matting dry and clean. All food production equipment such as tilt fryers, stock pots, etc are clean
Operation Manual I Mayfair Banquets
REMARK INITIALS No
STEWARDING Dish Washing Checklist SR. #
ACTIVITY
STATUS Yes
A
Dish Washing Machine is clean
1
Water filled in the machine is of the correct temperature
a
Pre-wash at 110 -130* F
b
Wash at 140 - 160* F
c
Rinse at 180 - 185* F
2
Check the detergent level
3
Dishes are loaded onto the dishrack/belt after scrapping all food scrapes from the plates
4
Use spray nozzle if the plates are dirty
5
Pre-soak silverware in pre-soaking solution & hot water
6
Empty row left between each rack to rinse away food & grease off plates
7
The machine operates at the correct speed
8
The machine is stopped to remove stuck items
9
Glasses & Dishware are clean of spotes & stains
10
Sub-standard items are recleant
11
Dishes are drained & air-dried before being stored
12
Clean & refill the machine often
REMARK
INITIALS
No
Operation Manual I Mayfair Banquets 159
Silver & Copper Cleaning Checklist SR. #
ACTIVITY
STATUS
A
Cutlery Cleaning Cutlery is washed in the dishwashing machine alongwith other Tableware Items are pre-soaked before sent through washing machine Soiled cutlery is removed from tables Items pre-soaked in a flat bus-pan containing solution of recommended chemicals in hot water Galvnised Copper or Copper Alloy containers are not used Silver plated utensils pre-soaked in a pan lined with aluminium foil
Yes
1 2 3 4 5 6 7 8 9 10 11 12 13 B 1 2 3 4 C 1 2 3 4 5 6 7 8 9 10 11 12 160
To de-tarnish use recommended dipping agent & hot water for 5-30 mins.(depending on the tarnish) Stainless steel is not in contact with Aluminium Cutlery racked & washed immediately after being removed from the pre-soaked solution Cutlery racked with the cating end exposed when placed in a non-stainless steel container Items are loosely placed in container for washing Air-dried cutlery sorted, inspected & returned to dinning area with cating end down into the cylinder All items are polished with clean cloth before use Burnishing Action to remove scratches De-tarnish silverware before it is burnished Like pcs. Of silverware are processed together After burnishing the silver is removed from the burnisher,rinsed & sent through dishwashing machine Burnisher is kept clean always Copper Cleaner Special Copper cleaner are used for all Copper utensils Cutlery is washed in the dishwashing machine alongwith other Tableware Items are pre-soaked before sent through washing machine Soiled cutlery is removed from tables Items pre-soaked in a flat bus-pan containing solution of recommended chemicals in hot water Galvnised Copper or Copper Alloy containers are not used To de-tarnish use recommended dipping agent & hot water for 5-30 mins.(depending on the tarnish) Cutlery racked & washed immediately after being removed from the pre-soaked solution Cutlery racked with the cating end exposed when placed in a non-stainless steel container Items are loosely placed in container for washing Air-dried cutlery sorted, inspected & returned to dinning area with cating end down into the cylinder All items are polished with clean cloth before use
Operation Manual I Mayfair Banquets
REMARK No
INITIALS
STEWARDING Pot Washing Checklist SR. #
ACTIVITY
STATUS Yes
A
Manual Pot washing performed in a 3 sink operation
1
Washing
2
Rinsing
3
Sanitizing with hot water & dilute sanitizing solution
B
All Equipments air dried on drain shelves
C
Pot & Pans have been scraped of food items using above-elbow length rubber gloves ,brushes & non-metallic pads
D
Pot & Pans have been pre-soaked
E
Wash water temperature is between 140 - 160* F
F
Rinsing temperature is at 180* F
REMARK INITIALS No
Operation Manual I Mayfair Banquets 161
Glass Washing Checklist SR. #
ACTIVITY
STATUS Yes
162
A
Glass Washing Machine is clean
1
Operations of the machine is clearly posted on the machine
2
Water softening equipments are used
3
Rinsing agents added to the wash & pre-rinse tank
4
Glassware uploaded on the machine
5
Glasses are rinsed 3 times to remove Chlorine taste & smell
6
Clean glasses have been returned to the original rack
B
Discoloured Glassware
1
Discoloured glassware are soaked in washing solution (once every week )
2
Stripping of glasses done on a regular basis
C
Ware washing Area
1
Sufficient area to put down glass ware
2
Adequate racks for passing glassware through machine
3
Sufficient area to briefly air-dry the glass ware
4
Washing area well maintained
5
Machine is emptied & cleaned throughly at the end of each shift
6
Each item is stored back in place
Operation Manual I Mayfair Banquets
REMARK No
INITIALS
STEWARDING BREAKAGE REPORT SR NO PARTICULAR OF ITEM 1 soup bowls 2 underplates 3 soup spoons 4 Dinner plate 10" 5 dinner spoons 6 acrylic plate set 7 salad bowls 8 salad platters 9 dessert bowls 10 sauce boats ceramic 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27 28 29 30 31 32
BREAKAGE UNIT RATE AMOUNT REMARK
fruit bowls large dessert bowls dessert plates 7" 1/4 plates pony tumblers old fashioned tom collins Hi balls carafes - 500 ml/Decanters pilsners red wine glass white wine glass wine openers bottle openers brandy baloons shot glasses champagne saucers champagne tulips port wine glasses wine chillers coffee mugs glass tea coffee makers
163
Night Shift Cleaning Checklist SR. #
ACTIVITY
STATUS Yes
164
A
Kitchen Floors, Walls,Ceiling,Ventelations,Hoods&Cover,Floormats,Stora ge Cabinets & Refrigeration area are kept clean
B
Kitchen Extractor System is clean & well maintained by the Engineering Dept.
C
Remove all refuse & empty all refuse containers
D
All refuse containers cleant with recommended sanitizing solution
E
All food scraps scrubbed from the interior & exterior of the containers
F
All standing machines - Ovens,Grills,Salamanders,Tilt pans & Food mixers are throughly clean
G
Move all moveable equipment, Clean walls behind equipments, Clean counters underneath the equipment
H
Recommended chemicals used on tiled surfaces
I
All can openers are clean
J
Drain, clean & refill bain maries. Use de-scaling agent as necessary
K
Clean & sanitize all preparation tables.
L
Scrape the dirty tables move them away from walls & clean
M
Clean all sinks & counter tops & sanitize
N
The kitchen area steam cleaned once every month
Operation Manual I Mayfair Banquets
REMARK INITIALS No
HOUSKEEPING Open-Time Activity Checklist SR. #
ACTIVITY
STATUS Yes
A
Checking activities every hour, tidying up & cleaning
1
Ashtrays
2
Glass Doors & Windows
3
Telephones
4
Plants,Planters & Pots
5
Walls & Coverings
6
Air-conditioning vents
7
Steps & Staircases
8
Ceilings
9
Guest Seating Areas
10
Other areas & items used or frequented by guest & visitors
B
All brass & other metallic fittings & decorative items polished once a fortnight
C
Every 4 hours the floor is cleant with dry mop
REMARK INITIALS
No
Operation Manual I Mayfair Banquets 165
Closed-Time Activity Checklist SR. #
ACTIVITY
STATUS Yes
A
Floor polishing machines used to wax & impart shine on marble or similar floors
B Cleaning of Upholstery 1 Upholstery inspected for dirt, food stains, etc everyday Appropriate stain removers or other techniques used to 2 remove stains 3 Upholstery is brushed with Upholstery brush C 1 2 3
Banquet Furniture Check under tableor dirt & spilt food Underside of the table checked for chewing gums, etc Stickiness on chairs & furnitures removed with wet cloth
D Carpeted Areas 1 vaccum cleaning carried out of the carpeted areas everyday
166
E 1
Curtains & Drapes Curtains & Drapes are cleaned with a vaccum cleaner
F 1
Decorative plants Planters are dusted & their surroundings cleaned everyday.
2
Plants are regularly watered & rotated in the sun by the contractor
Operation Manual I Mayfair Banquets
No
REMARK INITIALS
HOUSKEEPING Carpet Cleaning Checklist SR. #
ACTIVITY
STATUS Yes
A
Stain Removal
1
Mop up any wet spillage & remove of the stains with water & a mild detergent
2 3
Mop up excess oily liquids & apply solution of mild detergent. Brush off dry spillage with soft dry brush (do not use water)
B 1 2
General Cleaning Use prescribed brushes to clean carpets Carpets cleaned by shampooing with mild detergent
C 1 2
Maintaining a Carpet Vaccum the carpet daily Shampooing done whenever the carpet is dirty
3
Wet carpet due to leakage or overflowing of water is dried immediately
REMARK INITIALS
No
Operation Manual I Mayfair Banquets 167
Floor Maintainence Checklist SR. #
ACTIVITY
STATUS Yes
168
A
Floor Maintainence
1
Entire passage is not blocked when cleaning the floor
2 3 4 5 6
Small area cordoned off with rope dividers while cleaning "Slippery Floor" signs used during cleaning Automatic Cleaning Equipment is used Water does not seep under the doors & other gaps While mopping keep watch behind
7
Detergent or water is not sprayed or splashed with great force
B 1 2
Marble Floor Spillages are immediately cleaned Marble is cleaned with mild,neutral,liquid detergent
3
Stubborn stains removed by applying a paste of detergent powder & little water & leaving it for 12hrs.
4
Soap & coloured detergents are not used
5
Polishing of marble done with polishing machine (Soft brush used to get high lustre)
6
Polish used is wax-based water soluble emulsion
7
Rough or stiff brushes,steelwool or plastic scrubbing pads are not used
8
For polishing of corners & hard-to-reach areas use brush wrapped with an old towel or clean cloth
C
Tiled floor washed with a mild detergent & water
D
Vinyl or Other Synthetic Floors washed with mild detergent & water
E 1 2
Parquet & Other Wooden Floors Floors are wiped with damp mop & dried immediately Floor are regularly polished with wax polish
Operation Manual I Mayfair Banquets
No
REMARK INITIALS
HOUSKEEPING Pest Control & Fumigation Checklist SR. #
ACTIVITY
STATUS Yes
A
Pest Control
1
Pest control done regularly
2
Chemicals used are safe & not lethal to humans
B
Fumigation
1
Fumigation done regularly (Daily & Weekly)
2
Permission of the concerned department head is taken before fumigating the areas
3
All food stuff is covered & kept away from the area which is being fumigated
4
Chemicals & insecticides are sprayed daily in the night shift
REMARK
INITIALS
No
Operation Manual I Mayfair Banquets 169
Linen Room Checklist SR. #
ACTIVITY
STATUS Yes
Uniforms
170
A
Making New Uniforms
1
Sanction to provide Uniform by the COO
2
New Uniform Requisition for new employee
B
Tailoring the Uniforms
1
Uniforms are stiched by tailors contracted by the Purchase dept.
2
Materials to be used are stocked & are of the exact colour & texture
3
Material Usage Register in maintained for issue of materials
4
Tailor made Decorative Uniforms on an individual basis
5
Uniform Tailoring Follow-up Sheet maintained follow ups on tailoring orders
6
Uniform Assignment Register maintained for stiched & approved uniform concerned employee
C
Return & Issue of Uniforms
1
Soiled Uniform Return Slip issued to employee on returning the old uniform
2
Note from the employee (signed by the Exec.HK.) explaining the reason for replacement of missing or irreparably damaged uniforms
3
Used uniforms deposited at the end of the days work
D
Clean uniforms issued on presentation of the Soiled Uniform return Slip
E
Repair or Damaged Uniforms
1
Report cases of misuse of uniforms to the Exec.HK.
2
Normal wear & tear repaired through darning or some suitable measure
F
Storage of Uniforms
1
All decorative uniforms are stored on hangers
2
HK Attendents, Maintenance Personnel, Cooks & Chefs uniforms stored flat on the shelves
Operation Manual I Mayfair Banquets
REMARK INITIALS No
HOUSKEEPING Linen A
Purchase of New Linen on group basis through Corporate Purchase
B
Return & Issue of Linen
1
Soiled linen removed from the Banquet rooms, collected in the back area
2
Linen sorted in the pantry as per type is checked & counted
3
Damaged pieces are separated
4
Different types of linen sorted out for respective laundering process
5
Entries (in duplicate) made in the Soiled Linen Slip Book
6
Records re-consolidated & entered in the Soiled Linen Register
7
Soiled Linen Challan made & linen sent to the laundry
8
Clean linen equal to the soiled linen returned issued to the operation staff
9
Note stating additional quantities required is sent to the Linen Room-In-Charge, with reason stated
C
Laundering of Linen
1
Linen sent for laundering entered in the Soiled Linen laundry Register
2
Quality & Quantity of Laundering Strictly controled
D
Linen Count Report Well Maintained
E 1 2 3 4
Care of Linen Linen is not misused Linen sent for repair in time Fresh stains removed with mild soap & water Wet/Damp Linen is kept away from metallic surfaces
F 1 1 2 3
Condemnation of Linen All condemned Items are stamped "CONDEMNED" Condemned Napkins coverted to Dusters Condemned Table cloth coverted to Wash Cloth Badly damaged Table cloth used for covering furniture & other equipments before paint touch-up Odd shaped damaged linen used for mopping oil or paint / given to Maintainence Dept.
4
Operation Manual I Mayfair Banquets 171
Public Toilets Cleaning Checklist SR. #
ACTIVITY
STATUS Yes
172
A
All toiletries & supplies (soap, toilet paper,etc) are always available
B
Toilets are inspected after each use & supplies are replenished
C
The toilet is clean before the next use
D
Floors are regularly mopped & counters kept clean & dry
E
The toilet is kept closed for half an hour in the morning & evening for thorough cleaning
Operation Manual I Mayfair Banquets
No
REMARK INITIALS
SECURITY Internal & external Guest Security Checklist SR. #
ACTIVITY
STATUS Yes
A
Mayfair Grounds Report
B
Emergency Exits Report
C
Security Patrols Report
REMARK
INITIALS
No
Operation Manual I Mayfair Banquets 173
174
D
Armed RobberyReport
E
Cash Control Report
F
Special Events Report
Operation Manual I Mayfair Banquets
SECURITY Valet Parking Checklist SR. #
ACTIVITY
A
Preparations Before The Function
1
Grooming check
2
Maintain alert posture at all times
3
Prepare Key Tags
4
Awareness of all function and their type
5
Knowledge of VIP movement
6
Daily briefings
B
Once The Car Comes in
1
Owner driven car open the drivers side
2
For chauffeured car open door for ladies/children first
3
Greeting Good morning/ evening, Welcome to Mayfair
4
Handover the completely filled key tag to the guest
5
Get into the car with care and when driving towards parking dont over accelerate
6
Dont switch on the music or the ac
7
Ensure that there are no valuables left behind in the car. Incase guest has left something behind, please draw their attention to it
STATUS Yes No
REMARK
INITIALS
Operation Manual I Mayfair Banquets 175
C
When Parking The Car
1
Host and VIP cars to be parked in the premise where they are easily visible
2
Park carefully without over accelerating
3
Put on the handbreak
4
Check to see if all electronics (headlights, stereo, etc) are switched off before finally shutting off the engine
5
When parking the cars during late evening, outside premises, see to it that the parking lights are on
6
Lock all the doors and double check
7
Keep the keys in the key box
D
When Taking the Car Back to the guest
1
Politely ask for the Counter copy of the key tag
2
Take it with you to find the car
3
See to it that the ac is off and windows rolled up when taking the car back to the guest
4
Do not over accelerate
5
Stop in front of the guest and keep the drivers side door open while stepping out to open the door for the others
6
Give correct road direction keeping in mind the exit gate, no entry & one way
7
Help the guest close the doors and wish them a pleasant day/evening
8
176
Do not wait around for a tip
Operation Manual I Mayfair Banquets
SECURITY Key Control Checklist SR. #
ACTIVITY
STATUS Yes
A
Individual Key Controls
1
Head of the Dept.has the Dept.Master Key while on duty All Mater keys are tagged Identifying the area in question
2 3
Off duty the keys are returned to the Dept. & Key log book signed out
4
On receipt of the key on behalf of the Dept. the person keeps it under lock
5
Manager who resumes duty signs the Key control log book kept with the security while receiving the keys
B
Duplication of Keys
1
Request for duplication is submitted in writing to the Unit head
2
Approval received as a memo to the Chief Engineer,copied to the Security Manager
3
If key is broken, the broken part are proviede to the Unit Head
4
If key is lost, the circumstances are discussed with the Unit Head to determine the need for changing the locks
5
Set of duplicate keys are stored with the Unit Head
6
Duplicate keys are issued only after explaintion of how the key was broken or lost
C
Removal of Property
1
Security Manager is responsible to ensure the procedure is put in place & followed for authorised removal & possession of materials from Mayfair by employees
2
The Head of the Dept. issues a Permission to Remove Property form, upon release of items
3
1 copy of the form is with the Head of the Dept.& the 2nd copy is with the employee
4
On removal of item from Mayfair the employee gives this copy to the security officer to file all forms received
REMARK
INITIALS
No
Operation Manual I Mayfair Banquets 177
Incident Report Checklist SR. #
ACTIVITY
STATUS Yes
178
A
Security Officer on duty to complete the report
1
A statement from the guest is obtained detailing their version of events
2
Confrimation in writing if guest has admitted responsibility
3
Security Dept. to have a Digital camera, to take pictures if necessary
4
Any incident is entered in the Incident Log located in the security office
5
In case of theft, assault, or other criminal action the police are notified
6
Copy of the Incident report is sent to the Unit head within 24 hrs
B
Assault
1
Member of the management is notified of the incident
2 3
Trained employee adminsters first aid Injured person is asked to see the doctor
4
Transport / Ambulance to the Physician / Hospital is arranged depending on the injury
5
Mayfair representative contacts the injured persons family / employer to inform about the incident
6
If the person refuses then witness to the refusal are identified
C
Theft
1
Guest is contacted by the security officer to obtain all the information for the incident report
2
All locks & entrances to the alleged site are checked
3
Police are informed if necessary
4
The area or room is cordoned off & nothing is disturbed until the arrival of the police
Operation Manual I Mayfair Banquets
No
REMARK
INITIALS
SECURITY D 1 2 3 4 5
Guest Injury & Illness Security in contacted
Trained employee adminsters first aid Injured person is kept still if the injury appears to be in the back or neck
Transport / Ambulance to the Physician / Hospital is arranged depending on the injury A witnessed inventory of the guest personal belongings is made & the items are stored securly until claimed by the guest or his / her family
6
A receipt is obtained when claimed
D 1
Guest Death Security Officer is immediately notified The Unit Head & the Security Officer report to the scene Trained employee adminsters first aid to possibily try & save the guest Mayfair doctor is notified If guest is dead notify the police & the COO If foul play is suspected, the area is cordoned off & no staff to entre before the police
2 3 4 5 6
7
If the deceased is a foreign national, the appropriate embassy is notified to assist in informing the family & return of the deceased's body
8
Counselling is provided to any staff traumatized as a direct result of such an incident with the discretion of the COO
E 1 2
Employee Injury & Illness At Work Employee reports the injury or illness to the appropriate Head of The Dept. Appropriate care & treatment is given to the patient
3
A report of the incident is prepared by the Head of the Dept.
4
Security in contacted to assist in transporting the patient & completeing the Incident report form
Operation Manual I Mayfair Banquets 179
F
Lost & Found Procedure
1
Every item found by an employee on Mayfair premises is turned over for safekeeping to the Security Manager All items found are wrapped & stored to prevent damage & labelled for easy retrival
2 a b c d 3 4 5
6
Items not claimed, the log record ststes the date & method of disposal or collection Specific description of the item asked from the person claiming the article Claimant signs the log book to acknowledge receipt of the item When items are sent to the owner, the log book records the name & address of the person mailed & is sent by registered mail with receipt retained as a record
8
Unclaimed items with no way to identify the owner are disposed off after 6 months as per the instructions of the COO COO decides the most appropriate form of disposal
G 1 2 3 4 5 6
Emergency Numbers Ambulance Day & night Chemist Hospitals Police Fire station Resident Doctor
7
180
Any valuable items are stored in the COO's safe Each item found is recorded in the Log book follows : Description of the item including the serial # & brand name Where the item was found Time & date when the item was found Identity of the person who found the item
Operation Manual I Mayfair Banquets
SECURITY First Aid Policy Checklist SR. #
ACTIVITY
STATUS Yes
A B 1
3 4
Injured person is not moved unless absolutely necessary
5
No water or other liquid is given to an unconsious person
6 7 8
Onlookers are kept away from the injured Make the patient comfortable Patient must not see his/her own injury
2 3
Posters of General direction of First Aid are placed in strategic areas throughout Mayfair Cleaning fluids & Chemical information ( H.Keeping & Stewarding ) Heimlich Manoeure ( Banquet operation staff ) Cardiopulmonary Resuctation ( CPR )
D
Location of the First Aid boxes is clearly mentioned
C 1
INITIALS
No
Specified employees & all Security Officers are trained in First Aid & Personal safety procedures
General directions of First Aid Keep injured person lying low Look for haemorrhaging,stoppage of blood,poisoning,wonds,burns,fractures & dislocations Call for Security
2
REMARK
Operation Manual I Mayfair Banquets 181
PMM FREQUENCY GRID
SR.#
EQUIPMENT
MONTH
FREQUENCY DATE SERVICED
182
LAST
VENDOR
REMARKS
SERVICED DATE
1
KITCHEN FRESH AIR
WEEKLY
INHOUSE
2
GRINDING M/C
WEEKLY
INHOUSE
3
WEIGH GRINDER
WEEKLY
INHOUSE
4
PATATTO PILLER
WEEKLY
INHOUSE
5
KHIMA M/C
WEEKLY
INHOUSE
6
ROBOCOP M/C
WEEKLY
INHOUSE
7
HOTCASE
WEEKLY
INHOUSE
8
DOW M/C
WEEKLY
INHOUSE
9
CREAM M/C
WEEKLY
INHOUSE
10
WATER COOLERS
WEEKLY
INHOUSE
11
ALL FANS IN KITCHEN AREA
WEEKLY
INHOUSE
12
ICE CUBE M/C
WEEKLY
F.K REFRIGE
QUARTLY BY F.K.REFRIGE
13
DISH WASHING M/C
WEEKLY
F.K REFRIGE
QUARTLY BY F.K.REFRIGE
14
GAS OVEN
WEEKLY
F.K REFRIGE
QUARTLY BY F.K.REFRIGE
15
ELECTRIC COMBI OVEN
WEEKLY
F.K REFRIGE
QUARTLY BY F.K.REFRIGE
Operation Manual I Mayfair Banquets
1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27 28 29 30
AHU 1 AHU 2 AHU 3 AHU 4 AHU 5 LOUNGE HALL SPLIT UNIT SPLIT AC 1 SPLIT AC 2 SPLIT AC 3 SPLIT AC 4 SPLIT AC 5 SPLIT AC 6 SPLIT AC 7 SPLIT AC 8 SPLIT AC 9 SPLIT AC 10 WINDOW AC 1 WINDOW AC 2 WINDOW AC 3 WINDOW AC 4 OFFICE AC 1 OFFICE AC 2 KITCHEN FRESH AIR KITCHEN EXHAUST BASEMENT FRESH AIR BASEMENT EXHAUST CONDENSOR PUMP 1 CONDENSOR PUMP 2 CONDENSOR PUMP 3 CONDENSOR PUMP 4
SR.# EQUIPMENT
MONTHLY MONTHLY MONTHLY MONTHLY MONTHLY MONTHLY MONTHLY MONTHLY MONTHLY MONTHLY MONTHLY MONTHLY MONTHLY MONTHLY MONTHLY MONTHLY MONTHLY MONTHLY MONTHLY MONTHLY MONTHLY MONTHLY MONTHLY MONTHLY MONTHLY MONTHLY MONTHLY MONTHLY MONTHLY MONTHLY
FREQUENCY
DATE SERVICED
LAST SERVICED DATE
PMM FREQUENCY GRID MONTHLY
INHOUSE INHOUSE INHOUSE INHOUSE INHOUSE INHOUSE NIRMAL AIR NIRMAL AIR NIRMAL AIR NIRMAL AIR NIRMAL AIR NIRMAL AIR NIRMAL AIR NIRMAL AIR NIRMAL AIR NIRMAL AIR NIRMAL AIR NIRMAL AIR NIRMAL AIR NIRMAL AIR NIRMAL AIR NIRMAL AIR INHOUSE INHOUSE INHOUSE INHOUSE INHOUSE INHOUSE INHOUSE INHOUSE
VENDOR
BIMONTHLY BY BLUE STAR BIMONTHLY BY BLUE STAR BIMONTHLY BY BLUE STAR BIMONTHLY BY BLUE STAR
BIMONTHLY SERVICING BIMONTHLY SERVICING BIMONTHLY SERVICING BIMONTHLY SERVICING BIMONTHLY SERVICING BIMONTHLY SERVICING BIMONTHLY SERVICING BIMONTHLY SERVICING BIMONTHLY SERVICING BIMONTHLY SERVICING BIMONTHLY SERVICING BIMONTHLY SERVICING BIMONTHLY SERVICING BIMONTHLY SERVICING BIMONTHLY SERVICING BIMONTHLY SERVICING
BIMONTHLY BY BLUE STAR BIMONTHLY BY BLUE STAR BIMONTHLY BY BLUE STAR BIMONTHLY BY BLUE STAR BIMONTHLY BY BLUE STAR
REMARKS
MAINTANENCE
Operation Manual I Mayfair Banquets 183
184
Operation Manual I Mayfair Banquets
31 32 33 34 35 36 37 38 39 40 41 42 43 44 45 46 47 48 49 50 51 52 53 54 55 56 57 58 59 60 61 62 63 64 65 66 67 68 69
CHILLER PUMP1 CHILLER PUMP2 CHILLER PUMP3 CHILLER PUMP4 COOLING TOWER SUMP PUMP 1 SUMP PUMP 2 DRAIN WATER PUMP SOUTH HALL PANNEL NORTH HALL PANNEL ODYSSEY HALL PANNEL LOUNGE HALL PANNEL DEEMAR CONTROL PANNEL KITCHEN MAIN PANNEL MAIN OFFICE PANNEL BASEMEN A/C OFF PANNEL FIRE PANNEL GENRATOR PANNEL PLANT ROOM A/C PANNEL CAPACITOR BANK PANNEL KITCHEN FRESH AIR GRINDING M/C WEIGH GRINDER PATATTO PILLER KHIMA M/C ROBOCOP M/C HOTCASE DOW M/C CREAM M/C WATER COOLERS ALL FANS IN KITCHEN AREA ICE CUBE M/C DISH WASHING M/C GAS OVEN ELECTRIC COMBI OVEN COLD ROOM (DEEP) COLD ROOM INGRADENT COLD ROOM VEG COLD ROOM BAKERY
EQUIPMENT
MONTHLY MONTHLY MONTHLY MONTHLY MONTHLY MONTHLY MONTHLY MONTHLY MONTHLY MONTHLY MONTHLY MONTHLY MONTHLY MONTHLY MONTHLY MONTHLY MONTHLY MONTHLY MONTHLY MONTHLY WEEKLY WEEKLY WEEKLY WEEKLY WEEKLY WEEKLY WEEKLY WEEKLY WEEKLY WEEKLY WEEKLY WEEKLY WEEKLY WEEKLY WEEKLY MONTHLY MONTHLY MONTHLY MONTHLY
FREQUENCY
DATE SERVICED
LAST SERVICED DATE INHOUSE INHOUSE INHOUSE INHOUSE INHOUSE INHOUSE INHOUSE INHOUSE INHOUSE INHOUSE INHOUSE INHOUSE INHOUSE INHOUSE INHOUSE INHOUSE INHOUSE INHOUSE INHOUSE INHOUSE INHOUSE INHOUSE INHOUSE INHOUSE INHOUSE INHOUSE INHOUSE INHOUSE INHOUSE INHOUSE INHOUSE F.K REFRIGE F.K REFRIGE F.K REFRIGE F.K REFRIGE INHOUSE INHOUSE INHOUSE INHOUSE
VENDOR
QUARTLY BY F.K.REFRIGE QUARTLY BY F.K.REFRIGE QUARTLY BY F.K.REFRIGE QUARTLY BY F.K.REFRIGE BIMONTHLY BY BLUE STAR BIMONTHLY BY BLUE STAR BIMONTHLY BY BLUE STAR BIMONTHLY BY BLUE STAR
MONSHER FIRE CONTROLS
BIMONTHLY BY BLUE STAR BIMONTHLY BY BLUE STAR BIMONTHLY BY BLUE STAR BIMONTHLY BY BLUE STAR BIMONTHLY BY BLUE STAR
REMARKS
MAINTANENCE SR. # EQUIPMENT DETAILS 1 2 3 4 5
DETAILS
DETAILS
DETAILS
OBSERVATION
REMARK
PATATTO PILLER OBSERVATION
REMARK
WEIGH GRINDER OBSERVATION
REMARK
MOTOR BELT SUPPORT BELT GRINDING STONE AMP WIRING
SR. # EQUIPMENT DETAILS 1 2 3 4 5 6 7
GRINDING M/C
MOTOR BELT EMERY SURFACE BEARING AMP WIRING
SR. # EQUIPMENT
1 2 3 4 5 6
REMARK
MOTOR STARTER GRINDING BLADES GRINDING JALI SAFETY SWITCH AMP CURRENT WIRING
SR. # EQUIPMENT
1 2 3 4 5 6
OBSERVATION
CLEAN AIR FILTER GREESE IN BEARINGS BELT POSITION MOTOR CURRENT IN AMP BLOWER FINNS
SR. # EQUIPMENT
1 2 3 4 5 6 7
KITCHEN FRESH AIR
KHIMA M/C OBSERVATION
REMARK
MOTOR BELT CUTTING BLADE MAIN SHAFT CAP THREADING BEARING WIRING Operation Manual I Mayfair Banquets 185
SR. # EQUIPMENT DETAILS 1 2 3 4 5
DETAILS 1
HEATING ELEMENT
2
THERMOSTAT
3
WIRES
4
INDICATORS
5
SWITCH
SR. # EQUIPMENT DETAILS 1
MOTOR
2
BELT
3
CONTROL PANNEL
4
GEAR BOX
SR. # EQUIPMENT DETAILS 1
MOTOR
2
BELT
3
CONTROL PANNEL
4
GEAR BOX
SR. # EQUIPMENT DETAILS
186
OBSERVATION
REMARK
MOTOR CUTTING BLADE ON/OFF PUSH BUTTON CONTACTOR WIRING
SR. # EQUIPMENT
1 2 3 4
ROBOCOP M/C
PER FILTER CONDENSSOR FAN TAPS COOLING
Operation Manual I Mayfair Banquets
HOT CASE OBSERVATION
REMARK
DOW M/C OBSERVATION
REMARK
CREAM M/C OBSERVATION
REMARK
WATER COOLER OBSERVATION
REMARK
MAINTANENCE SR. # EQUIPMENT DETAILS 1 2 3 4 5 6 7 8 9
DETAILS
DETAILS
KITCHEN FRESH AIR OBSERVATION
REMARK
KITCHEN EXT AIR OBSERVATION
REMARK
GREESE IN BEARINGS BELT POSITION MOTOR CURRENT IN AMP BLOWER FINNS
SR. # EQUIPMENT DETAILS 1 2 3 4
REMARK
CLEAN AIR FILTER GREESE IN BEARINGS BELT POSITION MOTOR CURRENT IN AMP BLOWER FINNS
SR. # EQUIPMENT
1 2 3 4
OBSERVATION
CFM BEFORE CLEANING CFM AFTER CLEANING CLEAN AIR FILTER CLEAN COOLING COIL GREESE IN BEARINGS BELT POSITION MOTOR CURRENT IN AMP BLOWER FINNS DRAIN TRAY
SR. # EQUIPMENT
1 2 3 4 5
AHU
BASEMENT EXT AIR OBSERVATION
REMARK
LUBRICATION CHECKING FANS MOTORS POSITION FAN MOTORS AMP OILING
Operation Manual I Mayfair Banquets 187
1 2 3 4
1 2 3 4
1 2 3 4
1 2
EQUIPMENT
BASEMENT FRESH AIR
DETAILS
OBSERVATION
GREESE IN BEARINGS BELT POSITION MOTOR CURRENT IN AMP BLOWER FINNS
EQUIPMENT
CONDENSOR PUMP
DETAILS
OBSERVATION
EQUIPMENT
CHILLER PUMP1
DETAILS
OBSERVATION
REMARK
INLET WATER PR. OUTLET WATER PR GLAND CHEKING MOTOR AMP
EQUIPMENT
SUMP PUMP
DETAILS
OBSERVATION
REMARK
FLOAT SWITCH WIRING
DETAILS
188
REMARK
INLET WATER PR. OUTLET WATER PR GLAND CHEKING MOTOR AMP
EQUIPMENT
1 2 3 4 5 6 7 8 9 10
REMARK
VOLT GAUGE AMP GAUGE INDICATORS RYB CONNECTION NEWTRAL LINK LUGS BUS BAR INSULATOR MCB ETC CABLE CONNECTION MAIN SWITCH
Operation Manual I Mayfair Banquets
SOUTH HALL PANNEL OBSERVATION
REMARK
MAINTANENCE SR. # EQUIPMENT DETAILS 1
PER FILTER
2
CONDENSSOR FAN
3
TAPS
4
COOLING
1 2 3 4 5
1 2 3 4 5 6 7
1 2 3 4 5 6
1 2 3 4 5 6
WATER COOLER OBSERVATION
EQUIPMENT
CONDENSOR PUMP
DETAILS
OBSERVATION
REMARK
REMARK
BATTERY WATER/VOLTAGE OIL FUEL RADIATOR WATER FAN BELT
EQUIPMENT
CHILLER PUMP1
DETAILS
OBSERVATION
REMARK
MOTOR STARTER GRINDING BLADES GRINDING JALI SAFETY SWITCH AMP CURRENT WIRING
EQUIPMENT
PATATTO PILLER
DETAILS
OBSERVATION
REMARK
MOTOR BELT EMERY SURFACE BEARING AMP WIRING
EQUIPMENT
WEIGH GRINDER
DETAILS
OBSERVATION
REMARK
MOTOR BELT SUPPORT BELT GRINDING STONE AMP WIRING
Operation Manual I Mayfair Banquets 189
1 2 3 4 5 6 7
1 2 3 4 5
1 2 3 4 5
1 2 3 4
190
EQUIPMENT
KHIMA M/C
DETAILS
OBSERVATION
REMARK
MOTOR BELT CUTTING BLADE MAIN SHAFT CAP THREADING BEARING WIRING
EQUIPMENT
ROBOCOP M/C
DETAILS
OBSERVATION
REMARK
MOTOR CUTTING BLADE ON/OFF PUSH BUTTON CONTACTOR WIRING
EQUIPMENT
HOT CASE
DETAILS
OBSERVATION
REMARK
HEATING ELEMENT THERMOSTAT WIRES INDICATORS SWITCH
EQUIPMENT
DOW M/C
DETAILS
OBSERVATION
MOTOR BELT CONTROL PANNEL GEAR BOX
Operation Manual I Mayfair Banquets
REMARK
MAINTANENCE
1 2 3 4
1 2 3 4
EQUIPMENT
CREAM M/C
DETAILS
OBSERVATION
REMARK
MOTOR BELT CONTROL PANNEL GEAR BOX
EQUIPMENT
WATER COOLER
DETAILS
OBSERVATION
REMARK
PER FILTER CONDENSSOR FAN TAPS COOLING
EQUIPMENT
COOLING TOWER
DETAILS
OBSERVATION
1 2 3 4 5 6
GEAR BOX MOTOR BELT CONTROL PANNEL BEARINGS PULLEY
7
FINNES
8
CABLE CONNECTION
REMARK
Operation Manual I Mayfair Banquets 191
MAINTENANCE DAILY CHECK LIST SR. #
AREA
PARTICULAR
TICK MARK AS A CHECK
KITCHEN 1 2 3 4 5 6 7 8 9
FRESH AIR EXT AIR COLD ROOMS ELEC OVEN GAS OVEN ICE CUBE ALL DRAIN LINES EQUIPMENTS GYSER IN DISH WASHIG MAIN OFFICE
1 2 3 4 5
A/C UNITS MUSIC PAINT LIGHTS TOILETS BASEMENT
1 2 3 4 5 6 7
FRESH AIR UNIT EXAUHST UNIT A/C UNITS LIGHTS ELECTRICAL PANNELS FIRE PUMP TOILETS OUT SIDE
1 2 3 4 5
192
AREA GENRATOR FAÇADE LIGHTS PASSAGE LIGHTS HALOGEN LIGHT MAIN BOARD LIGHTS
Operation Manual I Mayfair Banquets
OBSERVATION IF ANY REMARK
HUMAN RESOURCES To develop the employees of the organization by improving the knowledge, and competencies necessary for individual and organizational efficiency and productivity as well as their personal career growth. Establish just and fair HR practices in the organization. Give direction to the employees for ethics and integrity. Develop a corporate culture in the organization.
Operation Manual I Mayfair Banquets 193
RULES AT WORKPLACE Drinking No consumption Disciplinary action
Smoking No smoking in the premises Smoke in approved areas
Drugs ZERO Tolerance Disciplinary Action
Dangerous Weapons/Substances Not permitted
Attendance At start and finish of each shift Report 10 minutes before duty
Duty Rosters Check rosters always No exchange of shifts without permission
Public Holidays Scheduled to work on gazetted public holidays Extended Absenteeism
More than 1 day requires medical certificate More than 3 days without certificate is liable for termination
Restricted Areas Only in allocated areas unless otherwise specified
Staff Lockers Provide your own locks Keep it clean and tidy
Right to search No company property to be stored
Staff Meals Manager schedules staff meal breaks
Staff Visitors No visitors while on duty Inform Manager, otherwise your reporting authority
Washrooms and Toilets Keep it clean and hygienic Please leave the facility in pristine condition
Telephones No personal phone calls unless in emergency Obtain manager's permission
194
Operation Manual I Mayfair Banquets
HUMAN RESOURCES Enrollment of New Joinees Name Designation Department Date of Joining CTC Bank Account Number (if applicable) P.F./ESIC Details (if applicable)
Checklist for HR S.No Documents 1 2 3 4 5 6
S.No Qualification/experience proofs (photocopies) 1
2 3 4 5 6
Please tick if attached
Comments
Please tick if attached
Comments
Resume Interview Assessment Form (duly filled) Offer Letter/FTC agreement/ Retainership agreement (whichever applicable) Appointment Letter with Annexure of Salary break-up (if applicable) IDS Form and P.F. Form to be filled by the employee on first day of joining 2 recent passport sized photographs
Date of Birth proof (e.g. Photocopy of SSC Certificate/Birth Certificate/School Leaving Certificate) Salary Slip Relieving letter/Resignation Acceptance Letter Qualification proofs Photo identity proof (Passport/driving License/voting card) Address proof (Ration Card)
S. No Activity 1 2 3 4 5 6 7 8 9 10
Please tick
Comments
All Documents verified and submitted by employee IDS Form filled by the employee Employee given form to open UTI Salary Account Registration in finger impression Machine complete Identity card and Visiting Card (if applicable) given for printing Telephone number issued (if applicable) E-mail id configured (if applicable) Uniform measurement taken by House keeping (if applicable) Locker issued (if applicable) Induction Schedule given to the employee
Operation Manual I Mayfair Banquets 195
HUMAN RESOURCES Monthly Quarterly Six monthly Technical Training (Sales / Service / Kitchen) Supervisory Development Program Management Development Program Grooming Induction for Industrial Trainees Induction for Management Trainees Induction for new joinees for new units Induction for new joinees for existing units Cross Training Refresher-training
196
Operation Manual I Mayfair Banquets
Annual
HUMAN RESOURCES Training Technical Training (Sales / Service / Kitchen) Supervisory Development Program
Management Development Program
Conductor Manager / Departmental Head Outsourced consultancy
Outsourced consultancy
Grooming
Outsourced consultancy
Induction for Industrial Trainees
Outsourced consultancy
Induction for Management Trainees
Outsourced consultancy
Induction for new joinees for new units
Outsourced consultancy
Induction for new joinees for existing units
HR with Departmental Heads Departmental Head Outsourced consultancy / HR
Cross Training Refresher-training (or re-induction) (to be conducted after six months from the date of joining of the employee)
Points Covered Processes, New trends
Effective Supervision, Time Management, Guest Service, Effective Communication Learning Style, Control and Influence, Proactive Behaviour, Resolving Conflict Style, Power and Authority, Understanding Personality Type, Leading a Team Importance of personal comfort, body language, grooming standards for front of the House employees, Company’s style statement Company knowledge, Hierarchy, Grooming and Etiquette, Guest Service, Profit and Loss, Hygiene and Sanitation Company knowledge, Hierarchy, Grooming and Etiquette, Guest Service, Profit and Loss, Hygiene and Sanitation Company knowledge, Hierarchy, Grooming and Etiquette, Guest Service, Profit and Loss, Hygiene and Sanitation Company knowledge, Hierarchy, Introduction within each department Detailed working within each department Company knowledge, Hierarchy, Grooming and Etiquette, Guest Service, Profit and Loss, Hygiene and Sanitation,
Operation Manual I Mayfair Banquets 197
HUMAN RESOURCES
Training Calendar Jan Feb Mar Apr May Jun Jul Aug Sept Oct Nov Dec Technical Training SDP MDP Grooming Induction for Industrial Trainees Induction for Management Trainees Induction for new joinees for existing units Cross Training Refreshertraining
198
Operation Manual I Mayfair Banquets
HUMAN RESOURCES Checklist for FM Companies / Casual staff Points
Answer
1 Staff reports 15 minutes before duty
1
2 Staff speaks clearly.
1
3 Staff smiles or makes pleasant expression.
1
Remarks
4 Staff uses guest surname when available. 1 All staff have discreet, non-interruptive demeanour 5
1
6 Staff behaviour is not hectic or chaotic.
1
7 Staff does not eat, drink, smoke or chew gum.
1
Staff does not engage in distracting personal chat or 8 horseplay. 1 Staff neatly groomed, clothing clean and well9 pressed. 1 10 Staff uniform is in good condition.
1
11 Staff offer assistance to guest automatically. 1
Operation Manual I Mayfair Banquets
Operation Manual I Mayfair Banquets 199
HUMAN RESOURCES EMERGENCY MEDICAL INFORMATION Has or is subject to (check and give details): • Allergy to a medicine, food, plant, animal, or insect toxin • Any condition that may require special care, medication, or diet • ADHD (Attention Deficit Hyperactive Disorder) • Asthma • Convulsions • Heart trouble • Contact lenses • Diabetes • Fainting spells • Bleeding disorders ? Dentures
EXPLAIN _____________________________________________________
PERSONAL HEALTH AND MEDICAL RECORD FORM I. IDENTIFICATION Age_____ Sex_____ Name___________________________________________________ Address ______________________________________________________________________ City & State _____________________________________________ Zip ___________________ Health/Accident insurance _______________________________ Policy no. _____________
II. IN AN EMERGENCY NOTIFY: Name ___________________________________________ Relationship _________________ Address ___________________________ Home phone City & Business State ______________________________ phone Personal Physician __________________________ Phone Date of Birth* Mo. Day Year
III. STATEMENT Has it ever been necessary to restrict applicant's activities for medical reasons? • No • Yes Does applicant take medicine regularly or have special care? ? No ? Yes If yes, explain. ______________________________________________________ the best of my knowledge, the information in sections I, II & III, is accurate and complete. In the event of illness or accident in the course of such activity, I request that measures be instituted without delay as judgment of medical personnel dictates. Applicant's signature _____________________________________ Date signed ____________________________________________ Updated ___________ Signed _____________________________ Updated ___________ Signed _____________________________ (Must sign if applicant is 18 or younger) Religious preference
IV. IMMUNIZATIONS If disease, put "D" and year. Tetanus __________ Measles __________ Mumps __________ Chicken Pox __________ Last year given NAME _________________________________________ UNIT_________________ NOTE: Keep original form for your personal record. Make reproductions for company use. Be sure information and signatures are legible on reproduced copies. 200
Operation Manual I Mayfair Banquets
Operation Manual I Mayfair Banquets
HUMAN RESOURCES
V. LICENSED HEALTH-CARE PRACTITIONER'S EVALUATION AND ADVICE Specify exceptions _____________________________________________________ Recommendations (explain any restrictions OR limitations): _____________________ ____________________________________________________________________ ____________________________________________________________________ Date ___________________ Signed ______________________________________________________________ *Licensed health-care practitioner
VI. HEALTH EXAMINATION Licensed Health-Care Practitioner: The applicant will be participating in activities that will include one or more of the following conditions: . VISION: HEARING: Date _______________________________ Normal ______________ Normal ______________ Ht. ______________ Wt. _____________ Glasses _____________ Abnormal ____________ B.P. ________ / _________ Pulse _______ Contacts ____________ Check box if normal; circle if abnormal and give details below: • Growth, development ? Teeth, tonsils ? Genitourinary • Skin, glands, hair ? Respiratory ? Skeletomuscular • Head, neck, thyroid ? Cardiovascular ? Neuropsychiatric • Eyes, ears, nose ? Abdomen, hernia, rings ? Other (specify)
COMMENTS __________________________________________________________________________ __________________________________________________________________________________ __________________________________________________________________________________ __________________________________________________________________________________ __________________________________________________________________________________ __________________________________________________________________________________
Operation Manual I Mayfair Banquets
Operation Manual I Mayfair Banquets 201
