quy trinh dieu hanh chuan SOP SeaPearl Hotel

SEA PEARL HOTEL STANDARD OPERATING PROCEDURES Department: Food & Beverage – Banquets Sales Executive Employee: Task FB/ BQ 01 FB/ BQSE 01 FB/ BQSE 02 FB/ BQSE 03 FB/ BQSE 04 FB/ BQSE 05 FB/ BQSE 06 FB/ BQSE 07 FB/ BQSE 08 FB/ BQSE 09 FB/ BQSE 10 FB/ BQSE 11 FB/ BQSE 12 FB/ BQSE 13 FB/ BQSE 14 FB/ BQSE 15 FB/ BQSE 16 FB/ BQSE 17 FB/ BQSE 18 FB/ BQSE 19 FB/ BQSE 20 FB/ BQSE 21 FB/ BQSE 22 FB/ BQSE 23 FB/ BQSE 24 FB/ BQSE 25 FB/ BQSE 26 FB/ BQSE 27 FB/ BQSE 28 FB/ BQSE 29 Date: May 2011 Code: Page: of Task Department Orientation Menu Knowledge Beverage Knowledge Room Configuration & Capacities Telephone Sales Techniques Delphi Operation Plans of Function Room Layouts Protocol Wedding Etiquette Applying for Special Licenses Audio Visual Equipment Special Effects Lighting Outside Contracting Purchase Order System Competitors Product Property Layout Engineering Capacities Distribution of Event Orders Revising of Event Orders Daily Event Summary & Final Event Orders Accommodation Rates Attending catering Meeting Attending the F&B Meeting Introducing Clients to Banquet Service Follow up Letter Understanding Financial Goals Outside Catering Convention Run Down Daily Conference Debriefing Convention Debriefing Page of 30 FOR INTERNAL USE ONLY NOT TO BE MOVED FROM SEA PEARL PROPERTY SEA PEARL HOTEL STANDARD OPERATING PROCEDURES Department: Banquet - Sales Executive Date: May 2011 Policy: Menu knowledge Code: Page: of Standard: Banquet Sales Executive will be able to explain, recommend and describe all Banquet menu items Procedure Review the Banquet menu and learn what items are available and be familiar with the terminology of the menu Observe the Chef's photographs and samples of menu items Observe guest feedback as to the popularity of certain menu items once they have been ordered Know the yield contribution of each menu item with regards to profitability Page of 30 FOR INTERNAL USE ONLY NOT TO BE MOVED FROM SEA PEARL PROPERTY SEA PEARL HOTEL STANDARD OPERATING PROCEDURES Department: Banquet - Sales Executive Date: May 2011 Policy: Beverage knowledge Code: Page: of Standard: All Banquet Sales Executive will know, understand and will be able to recommend all beverages available for Banqueting Procedure Know Banquet wine list and the availability of other wines for Banquet functions Recommend wines that not only compliment meals but also yield high profit margins to the department Note relative feedback with regards to quality of wines that have been consumed in Banquet functions Recommend beverage packages as much as possible and know how to negotiate these packages with guests Page of 30 FOR INTERNAL USE ONLY NOT TO BE MOVED FROM SEA PEARL PROPERTY SEA PEARL HOTEL STANDARD OPERATING PROCEDURES Department: Banquet - Sales Executive Date: May 2011 Policy: Room Configuration &Capacities Code: Page: of Standard: All functions will be sold to a room which best suits their purposes Procedure Learn the different types of Banquet configurations and capacities that can be set up in the individual Banquet rooms and ballrooms Know what flexibility these rooms have Know what other rooms can be charged into break out if required Match the guest requirements to the room availability, ensuring the maximization of function rooms at all times Page of 30 FOR INTERNAL USE ONLY NOT TO BE MOVED FROM SEA PEARL PROPERTY SEA PEARL HOTEL STANDARD OPERATING PROCEDURES Department: Banquet - Sales Executive Date: May 2011 Policy: Telephone Sales Techniques Code: Page: of Standard: All telephone enquiries possible are turned into profitable Banquet sales Procedure Answer the phone using correct procedures Be attentive to the client’s needs and extremely responsive in re-acting to special requests Appear confident that you understand all of the items required by the various function enquiry Respond to all enquiries within 24 hours or sooner Be competitive and flexible by knowing the yield volumes of the business and researching the potential that each company has for the Sheraton Hanoi Hotel & Towers Follow up all enquiries at the required time Go that little bit extra to clinch the business Attend the telephone sales technique similar organized by the sales department Page of 30 FOR INTERNAL USE ONLY NOT TO BE MOVED FROM SEA PEARL PROPERTY SEA PEARL HOTEL STANDARD OPERATING PROCEDURES Department: Banquet - Sales Executive Date: May 2011 Policy: Delphi Operation Code: Page: of Standard: All Banquet Sales Executives will be able to operate the Delphi function system to ensure responsibility service is always delivered to the guest Procedure: Attend the seminar and training modules on Delphi incorporating the following sections:  Trace File  General Inquiry  Sales Leads  Confirmed Business  Handling Special Requests  Issuing the Banquet Event Order  Issuing Guarantee Sheets  Daily/ weekly forecasts  Banquet Menu Updating Page of 30 FOR INTERNAL USE ONLY NOT TO BE MOVED FROM SEA PEARL PROPERTY SEA PEARL HOTEL STANDARD OPERATING PROCEDURES Department: Banquet - Sales Executive Date: May 2011 Policy: Plans of Function Room Layouts Code: Page: of Standard: Accurate floor plans of function events will be drawn by the Banquet Sales Executive Procedure Find out all details required for the function Suggest a set up to the client which has been previously done successfully Draw up a scaled floor plan showing room layout, table placement with number and submit to the function client for approval Liaise with banquet Operation for any unusual or difficult set-ups Copy the approval floor plan to banquet Operations for set up Page of 30 FOR INTERNAL USE ONLY NOT TO BE MOVED FROM SEA PEARL PROPERTY SEA PEARL HOTEL STANDARD OPERATING PROCEDURES Department: Banquet – Sales executive Date: May 2011 Policy: Protocol Code: Page: of Standard: Banquet Sales executive will know the basic rules of protocol and be able to Confidential refer these as required for official functions Procedure: Learn the basic rules of protocol Use the rules of protocol when planning event timings Ensure that banquet operations are familiar with the protocol pertaining to any event Page of 30 FOR INTERNAL USE ONLY NOT TO BE MOVED FROM SEA PEARL PROPERTY SEA PEARL HOTEL STANDARD OPERATING PROCEDURES Department: Banquet – Sales Executive Date: May 2011 Policy: Wedding Etiquette Code: Page: of Standard: Banquet Sales executive will have a thorough knowledge of wedding etiquette and be Able to advise wedding clients as required by them Procedure: Learn the basic rules of wedding etiquette as outlined in the wedding book Use the rules of protocol when planning event timings Ensure that banquet operations are familiar with the protocol pertaining to any event Page of 30 FOR INTERNAL USE ONLY NOT TO BE MOVED FROM SEA PEARL PROPERTY SEA PEARL HOTEL STANDARD OPERATING PROCEDURES Department: Banquet – Sales Executive Date: May 2011 Policy: Applying for Special License Code: Page: of Standard: Banquet Sales Executives will apply for extensions and special licenses within the Required time and ensure these licenses are obtained prior to the function Procedure: Prefer to special hotel license and be familiar with: a How to apply for a late license or license extension b How to apply for an auction license c How to apply for an outside catering license Page 10 of 30 FOR INTERNAL USE ONLY NOT TO BE MOVED FROM SEA PEARL PROPERTY SEA PEARL HOTEL STANDARD OPERATING PROCEDURES Department: Banquet – Sales executive Date: May 2011 Policy: Competitors Product Code: Page: of Standard: banquet Sales Executives will be fully aware of the competition’s activities in the market place, what they are selling and what functions they are holding Procedure: Visit the Metropole, Daewoo, Horizon, Nikko,West-Inn and other competitor hotels, on a regular basis, taking note of what functions are occurring in their hotel NB: This can be done by observing the function notice-board or by a phone call Regularly get Banquet information sent from all properties Be very familiar with the Banqueting marketing plan and sections of business that are available Be pro-active in and look for business in the market place This can often be found in trade magazines, newspaper or by keeping your ear to the ground in the market place Page 15 of 30 FOR INTERNAL USE ONLY NOT TO BE MOVED FROM SEA PEARL PROPERTY SEA PEARL HOTEL STANDARD OPERATING PROCEDURES Department: Banquet – Sales executive Date: May 2011 Policy: Property Layout Code: Page: of Standard: Guests who inquire through the catering department will be able to explained all aspects of the hotel including accommodation, rooms and hotel facilities available Procedure: Be familiar with all operations of the hotel including housekeeping, engineering, personnel, sales, food & beverage, front office and security Page 16 of 30 FOR INTERNAL USE ONLY NOT TO BE MOVED FROM SEA PEARL PROPERTY SEA PEARL HOTEL STANDARD OPERATING PROCEDURES Department: Banquet – Sales Executive Date: May 2011 Policy: Engineering Capacities Code: Page: of Standard: banquet Sales executive will have knowledge of the electricity capacities of the Ballroom and pre- function areas so they can advise function clients the best layout for their trade dislays Procedure: Obtain electrical drawings from the Engineering Department and know three phase outlets, GPO’s and circuitry diagrams of the Banqueting area Page 17 of 30 FOR INTERNAL USE ONLY NOT TO BE MOVED FROM SEA PEARL PROPERTY SEA PEARL HOTEL STANDARD OPERATING PROCEDURES Department: Banquet – Sales Executive Date: May 2011 Policy: Distribution of Event Orders Code: Page: of Page 18 of 30 FOR INTERNAL USE ONLY NOT TO BE MOVED FROM SEA PEARL PROPERTY SEA PEARL HOTEL STANDARD OPERATING PROCEDURES Standard: All event orders will be distributed by the latest on the Tuesday afternoon of the week prior to the function Procedure: Trace function details and meet with organisers to ensure that the major details are co-ordinated at least 20 days prior to the function Completed event ordered will be distributed using cc: mail to the following:  Main Kitchen }  Pastry Kitchen } These will be distributed by the Executive Chef  Production Kitchen }  Banquet Manager  Banquet A/V Technician  Purchasing Department  Housekeeping Department  Engineering Department  General Manager  Director of Sales NB: For any event that directly effects other departments, the Sales executive should personally deliver a copy of the Event order to the Department Head and explain the requirements A list of any event order that are still outstanding, with as many details as are available, will be distributed by the Tuesday afternoon Department: Banquet – Sales executive Date: May 2011 Policy: Revising of Event Orders Code: Page: of Page 19 of 30 FOR INTERNAL USE ONLY NOT TO BE MOVED FROM SEA PEARL PROPERTY SEA PEARL HOTEL STANDARD OPERATING PROCEDURES Standard: After the Event Orders have been distributed, any changes should be distributed to all Departments, via cc: mail Procedure: Once an organizer has contacted the Sales Executive, requesting changes to their event, the changes should be entered into the Delphi Computer to keep track of these changes On a daily basis, a summary sheet will be distributed, indicating all changes that have been made to the upcoming events This sheet will be distributed to all departments Any major changes to the event orders should be corrected by issuing a clearly marked “REVISED” event order Department: Banquet – Sales Executive Date: May 2011 Policy: Daily Event Summary & Finalised Event Orders Code: Page: of Page 20 of 30 FOR INTERNAL USE ONLY NOT TO BE MOVED FROM SEA PEARL PROPERTY SEA PEARL HOTEL STANDARD OPERATING PROCEDURES Standard: A daily Summary Sheet indicating all events for the following day(s) shall be distributed to all departments by the day A copy of the finalized event orders will be distributed to operational departments Procedure: Call the client contact’s for events that are being organized for the following day to confirm final details, including numbers of attendees and any other outstanding details Update the Event Order in the Daily folder & charge the details on the Daily Summary Sheet The Daily Summary Sheet should be sent to:  Main kitchen * }  Production Kitchen * } These will be distributed by the Executive Chef  Pastry Kitchen * }  Banquet Manager *  Banquet A/V Technician *  Housekeeping Department  Engineering Department  Front Office (Concierge & Telephone Operatiors)  Purchasing Department  Restaurant Managers  General Managers  Hotel Managers  Director of Sales  Business Centre * Should receive a copy of the finalized Event Orders with the summary sheet The above should be distributed by hand into the departmental pigeon holes Department: Banquet – Sales Executive Date: May 2011 Policy: Accommodation Rates Code: Page 21 of 30 FOR INTERNAL USE ONLY NOT TO BE MOVED FROM SEA PEARL PROPERTY SEA PEARL HOTEL STANDARD OPERATING PROCEDURES Page: of Standard: Banquet Sales executive will know, and be able to quote on accommodation rates as required by the guest Procedure: Learn the Hotel’ rate information Know low and high periods of occupancy Organise competitive room rates without sacrificing the average rate Department: Banquet – Sales Executive Date: May 2011 Policy: Attending Catering Meeting Code: Page 22 of 30 FOR INTERNAL USE ONLY NOT TO BE MOVED FROM SEA PEARL PROPERTY SEA PEARL HOTEL STANDARD OPERATING PROCEDURES Page: of Standard: Banquet Sales Executives will attend a catering meeting held once per week Procedure Bring all relevant information including client files, banquet event orders, day files and possible enquiries, together with weekly forecasts along to the catering meeting held every Wednesday morning, at 10:00 in the Executive Boardroom The catering meeting chaired by the Convention Services Manager All functions for the next week are gone over in detail with the Production Chef, Banquet Manager, Banquet A/V Technician, Sales Department Other relevant department are to attend if necessary, to ensure that the communication process is fuly passed on and that the customers best interest is being address Department: Banquet – Sales Executive Date: May 2011 Policy: Introducing Clients to Banquet Service Code: Page 23 of 30 FOR INTERNAL USE ONLY NOT TO BE MOVED FROM SEA PEARL PROPERTY SEA PEARL HOTEL STANDARD OPERATING PROCEDURES Page: of Standard: All clients handled by Banquet Sales Executives will be introduced to the Banquet Manager or Shift Leader, prior to the start of the function Procedure: Meet the Banquet client prior to the start of their function Ensure that the Banquet Manager or Shift Leader is thoroughly informed of all details on the Banquet area Communicate any last minute details to the Banquet Manager or Shift Leader on duty Introduce the Shift Leader or Banquet Manager the person in charge of their event on the day Stay until reasonably confident that all details are taken care of and bid he function organizer farewell Department: Banquet – Sales Executive Date: May 2011 Policy: Attending the F&B Meeting Code: Page 24 of 30 FOR INTERNAL USE ONLY NOT TO BE MOVED FROM SEA PEARL PROPERTY SEA PEARL HOTEL STANDARD OPERATING PROCEDURES Page: of Standard: Banquet Sales Executive will attend the F&B meeting in the absence of the Convention Services Manager Procedure: A representing of the Banquet Department will attend the weekly Food and Beverage meeting All major functions are addressed and background information I passed on to Food & Beverage department heads at the meeting Special indication should be given to Outlet Managers as to how Banquet movements will affect their business Department: Banquet – Sales Executive Date: May 2011 Policy: Follow up Letter Code: Page 25 of 30 FOR INTERNAL USE ONLY NOT TO BE MOVED FROM SEA PEARL PROPERTY SEA PEARL HOTEL STANDARD OPERATING PROCEDURES Page: of Standard: All clients will have a personalized follow up letter sent to them within days after the completion of the function Procedure: Obtain captain’s Report and read details carefully Ring the function client and ascertain information relevant to their function, ensuring that you convey to them have taken the care to enquire from service personnel as to how their function ended up Thank the client for their business Send a letter of thank you and in major function, a personalized gift to ensure that the organized has fond memories of their function and will book future business with the hotel Department: Banquet – Sale Executive Date: May 2011 Policy: Understanding Financial Goals Code: Page 26 of 30 FOR INTERNAL USE ONLY NOT TO BE MOVED FROM SEA PEARL PROPERTY SEA PEARL HOTEL STANDARD OPERATING PROCEDURES Page: of Standard: Budgeted profit will be met or expected whilst ensuring a maximum amount of repeat business Procedure: Be familiar with monthly operational goals, number of covers, average check, profitability etc Be familiar with yield values and be able to negotiate profitable functions Be flexible with regards to function enquires to ensure that no business escapes without every possible attempt to ensure it Department: Banquet – Sales Executive Date: May 2011 Policy: Outside Catering Code: Page 27 of 30 FOR INTERNAL USE ONLY NOT TO BE MOVED FROM SEA PEARL PROPERTY SEA PEARL HOTEL STANDARD OPERATING PROCEDURES Page: of Standard: All outside catering functions shall have a site report sheet to accompany the event order, detailing all particulars of the location Procedure: Whenever an outside catering function is being considered, the Sales Executive should make a site visit to the location where the event is to be held The Banquet Manager should accompany the Sales Executive on most visits, to ascertain the serviceability and accessibility of the site A list of available equipment should also be made For larger, catered events, the Executive Chef or Production Chef should also accompany the site visit to ascertain the facilities available at the site A report detailing all site conditions should be filled in to accompany the event order on internal correspondence If any equipment from the site to be borrowed or used, consent from the event organized is to be gained The site report will be used as a consent form Final pricing should be determined upon the available facilities & equipment, location & accessibility, equipment required and cost of rental to service the site All outside catering functions should stipulate bump-in and bump-out times as well as accommodation and transport details to & from the site A follow up to the event should be conducted to ensure that all visible signs of the event have been cleaned up Department: Banquet – Sales Executive Date: May 2011 Policy: Convention Run Down Code: Page 28 of 30 FOR INTERNAL USE ONLY NOT TO BE MOVED FROM SEA PEARL PROPERTY SEA PEARL HOTEL STANDARD OPERATING PROCEDURES Page: of Standard: All Convention Organizers shall meet with the relevant department heads prior to the commencement of their conference Procedure: Liaise with the conference Organiser for a suitable time to meet the Hotel Department Heads Organise with the Department Heads to attend the meeting Distribute a Conference run down sheet, detailing group movements, check-in & checkout times, catering times/ numbers & locations, meeting times/ numbers & locations Detail all necessary information on room requirements, baggage movements and transportation Meet with the Conference Organized prior to bringing in the Organiser then introducing each person Have Departments area is covered, check if there is any other queries, prior to allowing them to leave If there is any unanswered questions, note them down and ensure they are clarified as quickly as possible, to prevent any misunderstanding As each department’s area is covered, check if there is any other queries, prior to allowing them to leave If there is any unanswered questions, note them down and ensure they are clarified as quickly as possible, to prevent any misunderstanding 10 Thank the Conference Organiser at the end and reassure them that they are in capable hands with the Sheraton Hanoi Hotel & Towers 11 Department heads/ Personnel to attend:  General Manager/ Hotel Manager  Controller/ Accounts Payable  Marketing Services Manager/ reservation Sales Agent (groups)  Front Office Manger  Executive Housekeeping  Chief Engineer  Executive Chef/ Production Chef  Outlet Managers  Banquet Manager  Audio Visual Technician 12 Agenda for the meeting:  Welcome the Conference Organizer  Introduce Department Heads and other personnel  Clarify who has signing privileges from the conference  Mention Conference VIP’s  Discuss transportation & accommodation requirement, payment details and check in/ out details Page 29 of 30 FOR INTERNAL USE ONLY NOT TO BE MOVED FROM SEA PEARL PROPERTY ... able to explained all aspects of the hotel including accommodation, rooms and hotel facilities available Procedure: Be familiar with all operations of the hotel including housekeeping, engineering,... Metropole, Daewoo, Horizon, Nikko,West-Inn and other competitor hotels, on a regular basis, taking note of what functions are occurring in their hotel NB: This can be done by observing the function notice-board... PEARL HOTEL STANDARD OPERATING PROCEDURES Page: of Standard: Banquet Sales executive will know, and be able to quote on accommodation rates as required by the guest Procedure: Learn the Hotel? ??