Manual BQT Manual

FOOD &BEVERAGE
DEPARTMENT
BANQUET
OPERATING MANUAL
INTRODUCTION TO THE MANUAL

This manual is to give detailed information of the general rules and regulations, basic policies and
procedures set up by the F&B Department for the Banquet department.
It serves as a directory and guideline for the day-to-day Operation, and can be used for training sessions
and on-the-job training.
It is essential for each employee to read and follow the sections out lined in the manual in order to achieve
the set tasks and assure the quality of service standard, which in return will give you the employee-job
satisfaction and the feeling of appreciation.
TABLE OF CONTENTS
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CONCEPT STATEMENT
OPERATING PHILOSOPHY
BANQUET FUNCTION CATEGORIES
ORGANIZATION CHART
JOB DESCRIPTIONS
SET UP FOR FUNCTIONS
A. MEETING /SEMINAR
a. TABLE TOP
b. COFFEE BREAK STATION
B. CHINESE FUNCTION
a. STANDARD
b. VIP
c. WEDDING
i) STANDARD
ii) VIP
iii) VVIP
C. WESTERN FUNCTION
a. BUFFET BREAKFAST
b. BUFFET LUNCH
c. BUFFET DINNER
d. BUFFET STATION
e. SET MENU
i) BREAKFAST
ii) LUNCH
iii) DINNER
f. COCKTAIL
SIDE STATION / BACK AREA
STOREROOM
SPECIFIC SILVERWARE FOR VIP FUNCTIONS
EVENT ORDER
MENU GUILDLINE
BILLING
CLEANING AND SIDE WORK PROCEDURE
BANQUET MANING GUILDLINE
POLICY AND PROCEDURE- ALL STAFF
POLICY AND PROCEDURE- SUPERVISOR /CAPTAIN
POLICY AND PROCEDURE- WAITER /RUNNER /TRAINEE /CASUAL WORKER
POLICY AND PROCEDURE- AV TECHNICIAN
BANQUET EXTRAY HELP AND CASUAL WORKER
BANQUET OPERATING EQUIPMENT
EXIHIBIT
1. CONCEPT STATEMENT
The 2 Ballrooms and 25 function rooms are situated on the basement 1 and the basement 11 of the hotel
respectively. It is accessible by taking the guest lift or using the hotels escalator from the lobby, which leads
directly to the Grand Ballroom. Altogether, the Banquet Department function rooms are as follows:
a) The Ballroom I,
With its unique "Oriental" decor. The Ballroom I can accommodate up to 1000 PAX
Pre-function area can be used as a VIP Lounge for Pre-dinner cocktail before
Proceeding to the main Ballroom for dinner reception.
b) The Ballroom
11,
With its high ceiling and Fusion design. The Ballroom 11 can accommodate up to 1000 PAX
There are 2 VIP Lounges that can also be utilized as Bride and Bridegroom waiting areas and VIP
Cocktail
parties. The Pre-function area can be used for Pre-dinner cocktail.
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Open Foyer
Sound proof partition to subdivide the Ballroom into 2 sections
Dance floor area
Lights control in each room
Air conditioning control in the room
Elevators, escalator, next to the Ballroom
c) Function Rooms
The25 function rooms are perfect ideal room for small functions and company board meetings and
Seminars. Function room I most ideal for holding reception and dinner function for under
100 guests.
- Different purpose
- Lights control in each room
- Air conditioning control in the room
All function rooms with built in board meeting table, featuring the latest meeting facilities such as laptop
projector, Barco, internet point mini bar and fully auto In additional there is one VIP Function room with a built
in hollow round table, HI-TECH
Meeting equipment: coffee machine, mini bar, Internet access, and multi systems etc.
All the areas are fully equipped meeting facilities offering all the latest range of AV equipment to
Accommodate International standards of service.
2. OPERATING PHILOSOPHY
OPERATION:
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To provide a fast efficient and high class service to all functions (Chinese Western or others)
To create innovative, attractive set-up to please and delight the customer
Accommodating outside catering facilities for any occasion.
Attractive wedding parties set-up.
Seven days a week

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Monday to Sunday
Food and Beverage service
Symposium/seminar/meetings service
Coffee break service
Outside catering service
Service hours indefinite depending on guest's request.
3. BANQUET FUNCTION CATERGORY

MARKETING OBJECTIVE
A. Types of Function
The following are the various types of function:
a) Breakfast set buffet
b) Pre-dinner cocktail
c) Cocktail reception
d) Western set lunch/dinner reception
e) Chinese or Western buffet lunch/dinner
f) Theme parties
g) Fashion Shows
h) Balls (Christmas, New years eve etc.)
i) Weddings
j) Birthday celebration
k) Company's seminars
l) Sports' tournament deception
m) Tea reception
n) Company annual dinner and dance party
o) Press conference
p) Symposium
q) Boardroom meeting
r) Career Development seminars
s) Outside catering
B. Market
Hotel guests, international corporate companies, trading companies, local corporations, Foreign
Consulates expatriates residing in Xiamen and local guests.
C. Promotion
a
b
a. Internal Promotion
- Guest room directory
- Brochures
- Banquet planners
b. External Promotion
- Brochures
- Banquet planners
- News papers
- Sales calls
- T.V. Advertising
4. ORGANIZATION CHART
B a n q u e t O r g a n iz a t io n C h a r t
B Q . S E R V IC E M g r.

4 A (1 )
A s s t. B Q . S e r M g r.

5 B (1 )
B Q . C a p ta in

7 C (3 )
BQ . Tech

7 C (1 )
B Q . S R . W a ite r

8 C (1 )
B Q . W a it e r

9 A (5 )
5. JOB DESCRIPTION
JOB DESCRIPTION
Job Title:
BANQUET SERVICE MANAGER
Reports to: F&B MANAGER
PURPOSE:
Under the general supervision of the F&B manager, he is responsible for the running of the B.Q.T. day-today operation and ensures smooth running all banquets function.
DUTIES & RESPONSIBILITIES:

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To develop and maintain the highest standard of service.

To work closely with the Banquet Team and supporting department.
To coordinate all the details of each individual function as outlined by the event order and to
carry out and last minute changes smoothly and efficiently.
To inform the staff of the menu for each function as well as the specific set up required.
To be well groomed and courteous and to conduct himself in a manner expected as a
Manager.
To ensure the complete setup and dismantling of all Banquet rooms and to ensure that they are
kept clean and neat at all times.
To maintain a smooth coordination with the Banquet kitchen before and during dish out and
obtain an accurate guest count for the executive chef prior to the start of the function.
Supervise all training for the staff.
To check all Banquet areas daily to ensure that the rooms are well maintained and in a
condition fit for the next function.
To ensure that all functions are properly billed, signed and sent to the Front Office Cashier
initial upon received.
To ensure the service staff promotes Beverage sales.
To ensure that the sound equipment and lighting is working properly before the function
starts.
To ensure that all the staffs are well groomed, shoes well polished for each function.
To attend to all customer's complaints and channel these matters to the related department.
To ensure that the correct service format is carried out during service.
To perform any other duties as requested by the Director of Food & Beverage.
JOB DESCRIPTION
Job Title:
ASST. BANQUET SERVICE MANAGER
Reports to: BANQUET SERVICE MANAGER
PURPOSE:
Responsible for all banquet function arrangements and set up. To lead the service staff and ensure all
private functions are properly coordinated with highest standard.

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Obtain a copy of the function order to familiarize yourself with the client's requirements.
Checkroom for the proper number of tables and chairs, table numbers, etc.
Check room to ensure that the proper equipment is in place, such as microphones, spotlights,
easels, a projector, a flag and other miscellaneous items requested on function order.
Check room to ensure that the proper items are in place, such as linens (proper color), lace
cloths, candelabras, clock room, flowers, etc.
Checkroom for proper cleanliness, light level, air-conditioning, heating, unusual noise.
Check room for potential safety hazards, such as damaged chairs, tables, and sofas, tripping
hazards, such as carpets, extension cords, microphone cords, or the unsafe use of candles in
connection with flower arrangements or other combustible decor.
Check the restroom facilities to ensure that they are operational and clean.
Assign staff to specific stations/tables in the room.
Assign tasks and duties to staff.
Make sure all employees are on time, in proper uniform, and familiar with their assignments.
Hold a briefing with the staff and discuss the plan of action as well as pertinent safety matters.
Check to see that the cloakroom attendant, if any, is present and aware of his/her specific
duties.
Greet the host, introduce yourself, and discuss such matters as the final objectives of the
functions, the timing of it, and the specific course of action.
To hold timely training for Banquet service staff.
JOB DESCRIPTION
Job Title:
BANQUET SUPERVISOR
Reports to: ASST. BANQUET SERVICE MANAGER
PURPOSE:
To provide the highest standard of service set by the management. Must be able to coordinate with all
related department of a function. Supervise captains, waiters and Causal Worker.

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To ensure that a high standard of service is maintained at all times and that all room set-up
meet the requirement of each event order.
To supervise food & beverage service in all organized function.
To coordinate with the kitchen throughout the function and to give an accurate guest counts to
the chef.
To work closely with Asst. Banquet Service Manager on all work assignments.
To ensure that the correct service format is carried out during the banquet.
To ensure that all waiters are well groomed and punctual and aware of the hotel's standards
concerning image and appearance.
To check all tables setups and bar setups for cleanliness and uniformity.
To ensure all condiments is available before each function.
To attend to all customer's complaints and channel these matters to Asst. Banquet Service
Manager.
To record down the sales figure, report on each function on the banquet logbook.
To carry out any changes in the event orders accurately and efficiently.
Before going off duty, he is to ensure that all set up for the next day are completed.
To report all damages of furniture and operational equipment to the relevant department and
to work closely with captains on all minor repairs.
To observe all house rules, regulations and policies and to conduct himself in a manner
befitting a supervisor.
To observe all bills and ensures that they are correct before presenting it to the guest for
signature.
To ensure that the bill recorded in the book and signed by the relevant department who
received it.
JOB DESCRIPTION
Job Title:
BANQUET CAPTAIN
Reports to: BANQUET SUPERVISOR
PURPOSE:
To provide the highest standard of service set by the management. Supervisor Waiters and Causal Workers,
he is responsible for the day and day success of the service operation.

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To ensure that a high standard of service is maintained at all times and that all room set-up
meet the requirement of each event order.
To supervise food & beverage service in all organized function.
To coordinate with the kitchen throughout the function and to give an accurate guest counts to
the chef.
To work closely with Supervisor on all work assignments.
To ensure that the correct service format is carried out during the banquet.
To ensure that all waiters are well groomed and punctual and aware of the hotel's standards
concerning image and appearance.
To ensure banquet setups meet event order requirements and all setups are completely taken
down after each function and equipment is stored away properly in the right place.
To ensure that all equipment is maintained in good condition and all banquet areas is kept neat
and clean.
To organize the day's work by going through the event orders.
To be well groomed and courteous and neatly dressed in the presented uniform and shoes well
polished.
To be fully of house rules, regulations and policies to assist in enforcing them and to conduct
himself in a manners so as to command the respect of his fellow employees.
To ensure that there are no nails or stickers on the function room walls and the carpets are
properly maintained.
To record down the sales figure, report on each function on the banquet logbook.
Before going off duty, he is to ensure that all set up for the next day are completed.
To perform any other duties as requested by the Banquet Service Manager or his assistants.
JOB DESCRIPTION
Job Title:
BANQUET WAITER
Reports to: BANQUET CAPTAIN
PURPOSE:
To provide the highest standard of service set by the management. Under the general supervision of the
captains, he is responsible for the day and day success of the service operation.

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To give efficient and friendly service so as to meet the highest point of service
To be fully aware with the different styles of service offered by the helpful attitude towards
guests.
To be well groomed, punctual and courteous and assume all times a pleasing and helpful
attitude towards guests.
To attend to customer's complaints and rely them to the captain, supervisor or managers.
To be fully award of his schedule and adequate notice whenever serious circumstances
prevent him from adhering to his schedule.
To be aware of all guests needs and attend to them in a friendly and efficient manner.
To be fully aware of the different menu items, to know its ingredients, method of cooking
preparation and cooking time.
To be fully responsible for the proper set up of each table and to ensure that all the silverware
and glassware is clean and unspotted.
To make sure that all salt and peppershakers are clean and filled and that sugar packets are
neatly arranged in the clean and unspotted.
To be familiar with drinks and cocktail and the glassed in which they are served and the
proper garnished.
To report and unsatisfactory food or drink items to the manager or supervisors.
To make sure that coffee/tea is placed correctly on the heater, that is, coffee on the right and
tea on the left.
To make sure that glass, cutleries are clean before setting it on table.
To observe rule, regulations and to maintain self-discipline in the department.
To cover all duties and responsibilities as described for Banquet Trainee /causal worker in
their absence.
To perform any other duties as requested by Banquet Service Manager or his assistants.
JOB DESCRIPTION
Job Title:
BANQUET TRAINEE / CAUSAL WORKER
Reports to: BANQUET CAPTAIN
PURPOSE:
To provide the highest standard of service set by the management. With the supervision of the captains and
waiter, he is responsible for all functions set up. Ensure proper control, storage of all operating equipment.
Assist at the back of the house mis-en-place for all functions. Ensure the tidiness and cleanness of all
banquet areas.

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To give efficient and friendly service so as to meet the highest pint of service
To be fully aware and conversant with the different styles of service offered by the helpful
3. To be well groomed, punctual and courteous and assume all times a pleasing and helpful
4. To ensure banquet setups meet event order requirements and all setups are completely taken
down after each function and equipment is stored away properly in the right place.
5. To ensure that all equipment is maintained in good condition and all banquet areas is kept neat
and clean.
6. To ensure that there are no nails or stickers on the function room walls and the carpets are
properly maintained.
7. To get ready the necessary items polished a day prior to the function.
8. To store all equipment in the proper place and in proper manner.
9. To assist out in the food picks up.
10. To accomplish skeleton setup for all functions, e.g. tables, chairs, dance floor, stage, etc.
11. To perform any other duties and requested by the Banquet Service Manager or his assistance.
6. SET UP FOR FUNCTIONS

A. Meeting / Seminar
a. Table Top
All tables are nicely covered with thick green felt:
Note pad
Coaster
Pencil
3 guests per 1 ashtray
High ball glass with iced water
3 guests per 1 mint / candy bowl (VIP)
b. Coffee Break station

All stations are nicely set up with:
Coffee cup
Coffee saucer
Teaspoon
Creamer
Sugar bowl
B & B plate
Service gear (for food item)
Dessert fork
Extra Teabag
Paper napkin
Rubbish basket
Tray stand with service tray (Round &
Rectangular)
Flowers
B. Chinese Function
a. Standard
Bone plate
Chopstick rest (Chinaware)
Chopsticks
Soup bowl with spoon
Teacup with saucer
Soya dish
Toothpick
Napkin
Tablecloth (standard color)
Soya dish
Soup spoon with spoon
(Chinaware)
Water goblet
4
2
Bone plate 7
Chopstick
b. VIP
Bone plate
Chopstick rest (silverware)
Chopsticks
Soup spoon (Silverware)
Teacup with saucer
Soya dish
Water goblet
Toothpick holder (silverware)
Napkin
Towel tray P.P. (silverware)
Sauce stand (silverware)
Soya dish
Soup spoon with spoon
(Silverware)
Water goblet
4
2
Chopstick rest (Silverware)
Towel tray (Silverware)
Chopstick
Bone plate 7
c. Wedding
i)
ii)
iii)
Standard
Bone plate
Chopsticks
Soya dish
For head table:
Tablecloth (red color)
Napkin (red color)
VIP
Bone plate
Display of silver sharks fin bowl
Chopsticks
For head table:
Tablecloth (red color)
Napkin (red color)
Sharks fin soup bowl with
Underliner P.P. (Silverware)
VVIP
Show plate
Bone plate
Chopsticks
For head table:
Tablecloth & Napkin (red color)
Sharks fin soup bowl with
Underliner P.P. (silverware)
Sauce stand (silverware)
Toothpick
Napkin
Tablecloth
Flower arrangement (standard)
Sharks fin soup bowl
P.P (silverware)
Flower arrangement (VIP)
Soya dish
Toothpick
Napkin (red)
Tablecloth (red)
Flower arrangement (VIP)
Large Flower arrangement (VIP)
Chairs with cover
Soya dish with silver stand
Napkin (red)
Tablecloth (red)
Large flower arrangement (VIP)
Fish knife set (silverware)
Towel tray P.P. (Silverware)
Large Flower arrangement (VIP)
Chair with cover
C. Western Function
a. Buffet breakfast
Dinner fork
Dinner knife
B & B knife
B & B plate
Ashtray
Sets of cream & sugar bowl
Sets of salt & peppershaker

Napkin
Plate of butter
Plate of jam
Flower (standard)
b. Buffet lunch
Dinner fork
Dinner knife
Dessert fork
Dessertspoon
B & B knife
B & B plate
Coffee cup
Coffee saucer
Teaspoon
Water goblet
Ashtray with matchbox
Napkin
Flower (standard)
c. Buffet dinner
Dinner fork
Dinner knife
Salad fork
Salad knife
Dessert fork
Dessertspoon
B & B knife
B & B plate
Coffee cup
Coffee saucer
Teaspoon
Water goblet
Candleholder with candle (VIP)
Napkin
Flower (standard)
d. Buffet station
Dinner plate
Dessert plate
B & B plate
Soup cup
Soup cup saucer
Cereal Bowl (for breakfast) Milk jar
(For breakfast)
Juice glass (for breakfast)

Soupspoon
Soup ladle
Serving fork
Serving spoon
Cake server
Food tag
e. Set menu
i) Breakfast
Salad fork
Juice glass
Salad knife
Ashtray
B & B knife
Dessert fork
Dessertspoon
Napkin
Tea spoon
Plate of butter
Coffee cup with saucer
Plate of jam
B & B plate
Flower (standard)
ii) Lunch (according to the menu, for example: Soup, Main
course,
Dessert)
Dinner fork
Dinner knife
Soupspoon
Dessert fork
Dessertspoon
B & B knife
B & B plate
Coffee cup
Coffee saucer
Teaspoon
Water goblet
White wine glass
Breadbasket
(After dessert has been served)
Napkin
Flower (standard)
iii) Dinner (according to the menu, for example: Appetizer Soup, Main
Course, and Dessert)
Dinner fork
Teaspoon
Dinner knife
Water goblet
Salad fork
White /Red wine glass
Salad knife
Bread basket
Soupspoon
Ashtray with match box
Dessert fork
Dessertspoon
(After dessert has been served)
B & B knife
Sets of salt & pepper shaker
B & B plate
Candle holder with candle
Coffee cup
Napkin
Coffee saucer
Flower (standard)
f. Cocktail (according to the menu and drink list)

Cocktail table
Snack
Cocktail napkin
Service gear
B & B plate
Ashtray
Flowers
7. SIDE STATION /BACK AREA

A For meeting / seminar:
Ice water
Coffee /tea
Sugar
Milk
Mint /candy
Water goblet
Ashtray
Note pad
Pencil
Coaster
Service tray
B For Chinese food function:

Extra setting
Plate
Soup bowl with saucer
Soupspoon
Teacup with saucer
Ashtray
Teapot with tealeaves
Service gear
Dessert fork for fruit
Diner fork & dinner knife (for foreign)
Face towel
Face towel basket with tong
Service tray
Condiment (standard)
A For western food function:

i) Buffet
Extra setting
Ice water
Plate
Soup cup with saucer
Service gear
Soup ladle
Coffee cup with saucer
Teaspoon
ii) Set menu
Extra setting
Ice water
Breadbasket
Service gear
Butter
Soup cup saucer
Coffeepot
Coffeepot
Teapot
Creamer
Coffee
Teabag
Napkin
Service tray
Tray stand
Teapot
Creamer
Coffee
Teabag
Napkin
Service tray
Tray stand
8. STOREROOM
A. General
All banquet staff are responsible for the proper storage of all banquet equipment. Every item must
Be returned to the banquet storeroom.
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Check the equipment if it is in good condition before return to the banquet storeroom
Otherwise, send for repair.
Don't mishandling banquet equipment
For example:
Chair trolley is only for transfer banquet chair.
No smoking in the banquet storeroom. Smoking is prohibited in the banquet storeroom.
Dont sit on tables.
Dont sit on stacked banquet chair.
Banquet storeroom is very small. It is our job to keep it to achieve maximum storage.
If there is not enough space, we can make use of our ballroom and function room. Keep the room tidy
and clean.
B. Maintenance
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Check trolley wheel monthly.

Re-varnish trolley, podium, door side-table.
Polish dance floor after using.
Clean chairs and table etc. when possible.
Light
Curtain
Paint/ wall paper
Electric Socket
C. Maintenance
a. Check trolley wheel monthly.
a. Re-varnish trolley, podium, door side-table.
b. Polish dance floor after using.

c. Clean chairs and table etc. when possible.
9. SPECIFIC SILVERWARE FOR VIP FUNCTIONS

According to the hotel service policy and procedure, following Silverware are used for
VIP guest and VIP Chinese food function
Chopstick Stand
Round Plate Holder
Soup Spoon
Sauce Dish 5"
Far Dew Cup
Fish Serving Knife & fork & Tray
Far Dew Pot
Towel Tray
Finger Bowl
R. Dish Stand 5"
Finger Bowl Underliner
Double Spacer Dish
Shark's Fin Bowl 1pax
Pepper & Salt Shaker
Oval Plate Cover
Feast Card Clip
Oval. Plate Stand
Soy Pot 107MMH
Toothpick Holder
R. Dish Stand 5" 125 MMH
Round plate Cover
Teapot Warmer
Round Plate
Dragon Boat (L)
Sauce Dish 6"
Soup Ladle (L)
Suckling Pig Platter
Turtle Stand
11. EVENT ORDER

A. To document and communicate, making use of the Event Order Form, on all requirements
Per-training to the event or function to all departments concerned in order to ensure smooth
Implementation of clients requirements that will result in high service efficiency to the guest
Satisfaction.
B. As soon as all the details of a function are finalized, the event order is prepared and distributed.
C. The event order contains all the detailed requirements as stared in the contract agreed recorded
By the guest. It serves to inform all departments concerned of their obligations and the requirement
of the function.
D. Event orders are distributed according to the following list:
Department
Accounting
AM Desk
Banquet Service
Beverage
Concierge
Executive Office
Executive Chef
Engineering
FNB Control
FNB Office
Flower shop
Purchasing 1(if need)
Housekeeping
Sales Office
Security
Stewarding
Transportation 1(if need)
Uniform room
E. If any changes occurred after the distribution of the event order (such as guaranteed attendance,
function timing, etc.) an Adjustment Form is prepared and distributes to the concerned persons by
hand. The original is kept with the event order.
11. MENU GUIDELINE

MENU POLICY
A. Menu list
B. Full range of menus from pre-dinner cocktails to Western and Chinese dinner reception (Please see
menus)
C. Beverage list
D. Full range of cocktails, spirit, soft drinks, beers, coffee and Teas
E. Banquet planners
F. Wedding package
Separate menu for with Food and Beverage policy.
a) Food
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A set of western function menus with price ranging RMB from 100.00 to 450.00 per person.
A set of Chinese function menus with price ranging RMB from 100.00 to 1000.00 per person.
A set of Chinese wedding menus with price ranging RMB from 1388.00 to 2688.00 per table of 10 pax.
A banquet menu for Chinese menus.
For all special requests from guests, "TAILOR MADE" menus will be made by the Western Executive Chef or
Chinese Executive Chef.
Also Chinese Restaurant private function rooms menus are being sold in banquet.
All special arranged menus must be approved by, The Director of Food & Beverage before offering to the
guest.
b) Beverage
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Full range of beverage, cocktails, spirits, liqueurs, beers and soft drinks.
Full open bar: charge on consumption or on package
Soft drink bar: charge on consumption or on package
As per guest specification
12. BILLING
PURPOSE
To standardize the billing policy and procedure in order to minimize aging accounts, uncollected
accounts, bad debts, and re-structuring of billing presentation.
CHECK SETTLEMENT ACCORDING TO THE BANQUET EVENT ORDER
When the organizer asks for the bill, there are different types of billing procedures for each of the
following.
a) Cash
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All cash are in RMB currency.

When foreign currency is received, the captain must check with the cashier if the establishment
accepts the currency.
He then refers to the Front cashier. Together with bill, a foreign exchange form is raised and then
he takes the total amount, back to the restaurant cashier for settlement.
When settled, he should give the change if any, to the guest. Along with foreign exchange form &
copy of bill.
b) Credit or Company check

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The Banquet accepts both credit and company check.

The ones that are accepted are the American Express, Visa, MasterCard, JBC, Great Wall and other
normal credit cards or company check that are accepted by most establishments.
When receiving a credit card or company check, first politely ask the guest to sign on the bill. For
local credit card or company check, ask for guests ID card. Then take the bill and the card or
company check to the cashier for processing.
After all that has been done, one copy of the bill, together with the credit card voucher, is placed in
the bill holder and given to the guest to sign.
After the guest has signed the voucher, the staff should retrieve the voucher, tally the signature and
if there is no discrepancy, member's copy or ID card should given back to the guest together with
the credit card or company check.
The staff thanks the guest and takes her/his leave.
c) In House Guest
-
For guests who are staying in the hotel, they have to sign their names, indicate their room number
and write their name in Chinese or English.
13. CLEANING AND SIDE WORK PROCEDURE

A
Daily
a.
b.
c.
d.
e.
f.
g.
Vacuuming of all function rooms, corridors and Ballroom Foyer.

Checking and replacing all floral arrangement and cleaning of surrounding areas.
Polishing of all glass, brass surface (i.e. door handles).
Checking of all lighting to ensure proper functioning.
Cleaning of all floor ashtrays, brass stanchions.
Wiping/dusting of all furniture prior to the function.
Cleaning and straightening of all Banquet storerooms and pantry.
Weekly
g. Checking if furniture, tables, trolleys etc. for their conditions and arrange for repair if necessary.
h.
i.
Shampooing of all carpets. (Depends on usage)

Cleaning of windows and picture frame.
Monthly
a. Cleaning of all lighting fixtures.
Quarterly
a.
Cleaning of net curtain.
Bi-annually
a. Repainting or touch up.
b.
c.
d.
Major inventory of equipment & FF&E.

Complete cleaning and rearranging of all storerooms.
Cleaning of all curtains.
e.
Checking and repairing (if necessary) function room partitions.
General - Whenever required

a. Carpeting.
b. Wall papers.
c. Ceilings.
Stewarding
a. Daily: All operating equipment
b. Monthly: All silverware
15. BANQUET SERVICE MANING GUIDELINE

A. Chinese function /Wedding (set menu)
TYPE OF
FUNCTION
MANNING
1Table
(10-14 pax)
2 Table
(10-12pax)
3 Table
(10-12pax)
4 Table
(10-12pax)
5 Table
(10-12pax)
6 Table
(10-12pax)
7 Table
(10-12pax)
8 Table
(10-12pax)
9 Table
(10-12pax)
10 Table
(10-12pax)
11 Table
(10-12pax)
12 Table
(10-12pax)
13 Table
(10-12pax)
14 Table
(10-12pax)
15 Table
(10-12pax)
STANDARD
SUPERVISOR
WAITER
RUNNER
TOTAL
10
11
11
12
12
13
13
13
Chinese function /Wedding (set menu)
TYPE OF
FUNCTION
MANNING
1Table
(10-14 pax)
2 Table
(10-12pax)
3 Table
(10-12pax)
4 Table
(10-12pax)
5 Table
(10-12pax)
6 Table
(10-12pax)
7 Table
(10-12pax)
8 Table
(10-12pax)
9 Table
(10-12pax)
10 Table
(10-12pax)
11 Table
(10-12pax)
12 Table
(10-12pax)
13 Table
(10-12pax)
14 Table
(10-12pax)
15 Table
(10-12pax)
VIP
SUPERVISOR
WAITER
RUNNER
TOTAL
10
10
11
14
12
15
14
18
15
19
17
21
18
22
20
25
21
26
23
28
D. Western function (set menu)

TYPE OF
FUNCTION
MANNING
1Table
(10-14 pax)
2 Table
(10-12pax)
3 Table
(10-12pax)
4 Table
(10-12pax)
5 Table
(10-12pax)
6 Table
(10-12pax)
7 Table
(10-12pax)
8 Table
(10-12pax)
9 Table
(10-12pax)
10 Table
(10-12pax)
11 Table
(10-12pax)
12 Table
(10-12pax)
13 Table
(10-12pax)
14 Table
(10-12pax)
15 Table
(10-12pax)
STANDARD
SUPERVISOR
WAITER
RUNNER
TOTAL
------
------
------
------
------
------
------
------
10
------
11
10
------
12
11
------
14
12
------
15
13
------
16
14
------
17
15
------
18
E. Western function (set menu)

TYPE OF
FUNCTION
MANNING
1Table
(10-14 pax)
2 Table
(10-12pax)
3 Table
(10-12pax)
4 Table
(10-12pax)
5 Table
(10-12pax)
6 Table
(10-12pax)
7 Table
(10-12pax)
8 Table
(10-12pax)
9 Table
(10-12pax)
10 Table
(10-12pax)
11 Table
(10-12pax)
12 Table
(10-12pax)
13 Table
(10-12pax)
14 Table
(10-12pax)
15 Table
(10-12pax)
VIP
SUPERVISOR
WAITER
RUNNER
TOTAL
11
13
14
16
10
17
11
20
12
21
13
23
14
24
15
26
F. Western function (buffet)

TYPE OF
FUNCTION
MANNING
1Table
(10-14 pax)
2 Table
(10-12pax)
3 Table
(10-12pax)
4 Table
(10-12pax)
5 Table
(10-12pax)
6 Table
(10-12pax)
7 Table
(10-12pax)
8 Table
(10-12pax)
9 Table
(10-12pax)
10 Table
(10-12pax)
11 Table
(10-12pax)
12 Table
(10-12pax)
13 Table
(10-12pax)
14 Table
(10-12pax)
15 Table
(10-12pax)
STANDARD & VIP

SUPERVISOR
WAITER
RUNNER
TOTAL
------
------
10
10
11
11
12
BANQUET STAFFING GUIDELINES

S/NO.
FUNCTION
SUPERVISOR
WAITER
BACK
AREA
REMARKS
COFFEE
BREAK
1: 80 pax.
1: 30 pax.
1:30-80 pax.
Waiter
will
handle
coffee/tea and clear of
soiled plate.
Refresh the set-up.
COCKTAIL
RECEPTION
1: 60 pax.
2: 40 pax.
1:30-80 pax.
Waiter will handle drinks

and clear of soiled plate.
STANDING
BUFFET
1: 50 pax.
1: 2535pax
1:30-80 pax.
Waiter will handle drinks

and clear of soiled plate.
BANQUET TASK LIST

JOB TASK FOR ALL STAFF
Task 1: INTRODUCTION TO THE BANQUET DEPT.

Task 2: MAINTAIN A PROFESSIONAL APPEARANCE
Task 3: REPORT TO WORK
Task 4: GREETING THE GUEST
Task 5: ANSWER THE TELEPHONE
Task 6: BANQUET MEETING
Task 7: BANQUET EVENT ORDER
Task 8: FUNCTION BOOKING STANDARDS

Task 9: USE OF NOTICE BOARD - REMINDER FOR MATTERS OF
IMPORTANCE
Task 10: COMMUNICATION DURING SERVICE
Task 11: GUEST RELATIONS

Task 12: REQUSIITION SUPPLIES
Task 13: LOST & FOUND PROCEDURES
Task 14: HANDLING BREAKAGE
Task 15: HANDLING SERVICE ACCIDENTS
Task 16: SIGNING OFF
G. JOB TASK FOR SUPERVISOR /CAPTAIN

Task 1: ROLE OF SUPERVISOR
Task 2: CAPTAIN ORDER FORM
Task 3: CONDUCTING TRAINING
Task 4: BRIEFING FOR SET-UPS
Task 5: PRE-FUNCTION CHECK
Task 5/1: ENSURING ROOM IS SET UP TO BANQUET EVENT ORDER

SPECIFICATION
Task 6: SEATING THE GUESTS
Task 7: GIVING SIGNALS

Task 8: COORDINATION IN KITCHEN DURING SERVICE
Task 9: CHECKING ON SERVICE
Task 10: PRESENTING THE GUEST CHECK
Task 11: CLOSING DUTIES FOR INDIVIDUAL FUNCTION
TASK JOB FOR WAITER /CAUSAL WORKER
Task 1: CARRYING A TRAY

Task 2: CHANGING ASHTRAY
Task 3: PREPARE FOLDED NAPKIN
Task 4: CONDIMENT + SAUCES
Task 5: CLASS MEETING ROOM SETUP
Task 6: TABLE SET UP CHINESE FUNCTIONS
Task 7: WESTERN LUNCH / DINNER SET UP IN GENERAL
Task 8: PROVIDE COFFEE BREAK SERVICE
Task 9: ATTEND PRE-SERVICE BRIEFING
Task 10: TEAM WORK
Task 11: FLOW OF SERVICE
Task 12: TOWEL SERVICE
Task 13: TEA SERVICE
Task 14: BEVERAGE SERVICE FOR DINING FUNCTION
Task 15: SERVING, PRESENTING THE DISH & DIVIDING
Task 16: TABLE SIDE SERVICE
Task 17: CLAENING FOOD & BEVERAGE
Task 18: CLEANING / BUSSING TO STEWARD'S AREA
Task 19: SEQUENCE OF BUFFET SERVICE
Task 20: SEQUENCE OF WESTERN FUNCTION WITH SET MENU
Task 21: DINNER FUNCTION WITH DANCING
Task 22: COFFEE AND TEA SERVICE FOR LUNCH & DINNER FUNCTION
Task 23: COCKTAIL PARTY: Chafing Dished and Other Utensils
Task 24: HANDLING SPECIAL REQUESTS
Task 25: HANDLINGCHANGING AND REQUISITION OF LINEN
JOB TASK FOR AV TECHNICIAN
Task: HANDLING CARE AND MAINTENANCE OF AUDIO-VISUAL

ELECTRICAL EQUIPMENT
POLICIES & PROCEDURES

Hotel:
Department: F&B Banquet
Job Category: All
Department Head: G.M. Approval: Date:
Task: INTRODUCTION TO THE BANQUET DEPT.
POLICY:
By way of introduction of the location, concept, marketing objectives, facilities of Banquet Department,
with the help of statistical data, organization chart, and physical tour around the department, to help staff
familiar with the working environment and where they stand within the department.
PROCEDURE:
2.
Staff introduction:
1.
Location
Banquet hall and function rooms are situated on the B 1 and B 11 floors of our Hotel and they are
accessible through
a.
Room guest elevators.
b.
F/B guest elevators or escalators leading to the ground floor foyer.
Familiarization tour
a. Introducing the names of function rooms with the help of a floor plan.
b. Detailed tour of the banquet floors including kitchen, dispensing Bar and Steward section.
3.
The organization chart showing the seniority level of staff within the Banquet Department.
4.
Introduction of the conference and banquet facilities with the help of a capacity chart (slides).
5.
Concept
a. In addition to its ballroom, hotel has 6 conference rooms for smaller group.
b. Service of meeting equipment and catering are available through advanced booking.
c. Small group but deluxe function oriented plus big ballroom function.
6.
Marketing objectives
a. Corporate accounts meeting & function.
b. Theme party Christmas party, private reception, weddings and dining.
c. Small concert, fashion show, etc.
d. Small size international conference functions.
e. Special promotion.
7.
Food & beverage policy
a.
Food
i. Chinese Cantonese: menu proposal by Chinese Executive Chef.
ii. Western Mainly French and Italian, other European will be served on request.
Menu proposal by Exec. Chef.
b. Language according to guest
i. Chinese menu is written in English and Chinese.
ii. Western menu will be written in English, or its country of origin by requested by
guest.
iii. Special menu for special events and VIP PARTIES.
iv. All menu proposals are stated with prices.

Hotel:
Job Category: All
Task: INTRODUCTION TO THE BANQUET DEPT.
8.
9.
10.
11.
12.
13.
Staff schedule:
a. Staff schedule will be planned and compiled by the Banquet manager one week in
advance prior to the function.
b. The staff concerned will mutually agree upon any changes in the above schedule.
c. All staff work on an eight and half hour straight shift inclusive of 30 minutes meal break.
d. To cope with function booking, staff is assigned to work on split or rotation when
necessary.
e. Staff meal breaks are schedules on a day-to-day basis by the Captain on duty.
f. Internal staff is required to work overtime when there is the need to do so. Compensation
will not be paid unless over timework was done by staff from other outlets, or
departments.
Communication
a. The captain in charge of a certain function will brief the work group assigned 30 minutes
prior to the function started.
b. Banquet staff meeting is to be held every first Monday of the month.
c. Manager/Asst. Manager, Coordinator meets with Asst. F&B Manager, Account Executive
from Sales Department, Steward and Bar Manager at the Banquet Weekly Meeting.
Teamwork as set in separate standard.
Regulation in general
a. Report duty in proper uniform punctually.
b. No gum chewing.
c. No drinking or eating outside the Canteen.
d. No uniform outside the Hotel.
e. Only use staff entrance and service elevators.
f. No fighting, gambling and stealing in the Hotel.
g. Never argue between staff in the presence of guest.
h. Never use guest toilets.
i.No smoking while on duty.
j.Wear a smile and be pleasant always.
Benefits, sick leave, annual holidays, and etc are detailed in the handbook issued by the Personal
Department.
Introduction to pre-opening training program

Hotel:
Job Category: All
Task: MAINTAIN A PROFESSIONAL APPEARANCE
POLICY:
1.
2.
3.
4.
Uniform must be clean, neat and well pressed.

Personal hygiene e.g., bodies odor, bad breath and unwashed hair.
Always stand up straight and not to fold arms or cross legs.
Staff should not group together or lean against the table or wall during the service.
PROCEDURE:
1.
2.
3.
4.
5.
6.
Banquet staff must wear clean and well-pressed uniform. Uniform must be changed daily.
The waiter must wear black shoes and socks and the waitress black shoes.
Hair must be neatly trimmed and combed. (If necessary, use hair oil to keep hair in place)
Hands must be clean and free from dirt and grease and fingernails must be short and clean.
Apply cologne or deodorant.
Avoid using excessive jewelry while on duty.

Hotel:
Job Category: All
Task: REPORT TO WORK
POLICY:
1. Allowing enough time to reach Department.
2. Ensure issued uniform is clean and pressed.
Staff, supervisors and guests can identify 3. Ensure.
4. To establish required tasks.
5. Ensuring that correct day and time are recorded.
6. So working day may begin.
PROCEDURE:
1.
2.
3.
4.
5.
6.
Via Staff Entrance.

Go to locker and change into uniform.
Place nametag on left-hand side of uniform.
Report to Banquet supervisor /captain on duty.
Sign on, on individual Timesheets.
Turn on lights and open rooms (if not already done).

Hotel:

Job Category:
All
Task: GREETING THE GUEST
POLICY:
All members of the services staff greet all guests promptly and courteously with both a smile and eye
contact. Everybody, guest or staff, is greeted inside the Hotel.
PROCEDURE:
1.
2.
3.
4.
Within the banquet serving area, any person wandering around on the banquet floor must be
greeted.
With a smile and eye contact when approaching the guest.
Good morning (afternoon, evening), Mr. or Ms. XX (if known) Sir or Madam (if name is not
known), may I help you?
If the answer is yes and that the guest is in any one of the following states:
a. Coming for a function ask for more details locate the function and escort the guest
to the designated function room.
b. Looking for the business center show guest the way to the business center.
c. Looking for the W.C. show guest the way.
d. Having a look at our banquet rooms or coming to book for a banquet function bring
guest to the Captain, the Captain will contact and report the case to the banquet
coordinator immediately while seating the guest somewhere cozy on the banquet floor,
e.g. a function room not in use.
e. If the guest is looking for other department of the Hotel or staff of the other department
contact the guest or staff of the other department with telephone.
f. Never leave any person other than Hotel staff, Hotel guest unattended. If in doubt,
report to captain who will call on the security guard when necessary

Hotel:
Job Category: All

Task: ANSWER THE TELEPHONE
POLICY:
All telephone call to the F&B outlets, captain station or function rooms is answered politely and
professionally. Telephone will be answered within 3 rings. The phone is answered saying "Good (time of
the day), Name of outlet, function room, (Name of the receiver) speaking".
PROCEDURE:
1.
2.
3.
4.
5.
6.
7.
8.
9.
10.
11.
12.
All staff in any function room has the responsibility of answering the phone.
Make sure you have pen and paper in hand in case you have to write down any information.
Stop any conversation you may be having before picking up the phone.
Telephone will be answered as following:
"Good Morning / Afternoon / Evening"
"The banquet department"
"May I help you?"
Speak clearly, firmly and not too fast.
If you cannot answer a guest's question, inform him/her that you will find out the information and
ask him/her if he/she can hold the line for a moment. Standard sentence: "I'm sorry, sir/madam, I'll have to
check it for you", "Please wait a moment, I'll check it right away".
Once you have got the information: "I'm sorry to keep you waiting sir/madam, we are still
checking. Perhaps you could leave your number and I'll call you back as soon as I find that out."
Confirm information to the caller to show you understood.
Thank the guest for calling and wish him/her a nice day.
No personal calls for staff are permitted.
Do not leave the phone unattended for any length of time.
Be familiar with all functions of the telephone system.

Hotel:
Job Category: All
Task: BANQUET MEETING
POLICY:
The Banquet Manager is to call a banquet meeting, when there are information which requires immediate
attention from all banquet staff and would cause ineffectiveness or delay in work if the information is left
until the next Banquet monthly meeting.
PROCEDURE:
1. Assistant banquet manager to check with all the Captains to fix a suitable time for the meeting.
2. Notice of meeting to be posted on the banquet notice board, verbal notice will be given by the
Captains at the same time.
3. Information regarding function checklist of a specific function.
4. Information involves with Hotel regulation, policy, or management decision will be added to the
Banquet meeting minutes.

Hotel:
Job Category: All
Task: BANQUET EVENT ORDER
POLICY:
All bus persons know to read the banquet section in the event order, and to prepare the necessary
tableware, chinaware, cutlery, glassware, equipment, and to set up according to the event requirement with
reference to the relevant standard and procedures.
PROCEDURE:
1.
2.
From event order of a function:

a. Look for the date, time and number of covers.
b. The type of set up Chinese, Western, coffee break or cocktail.
c. Specified color of tablecloth and shirting to be used.
d. Any flower arrangement being ordered.
e. Any special request by guests.
Preparation as directed by the Captain:
a
Pick up chinaware, cutlery and equipment according to Equipment Requisition list
prepared by the Captain and check against the number of covers.
b
Pick up tablecloth in the color, requested and check for the correct size.
c
Pick up flower arrangements from the flower shop as ordered by the Captain.
d
To pick up from the banquet store the other necessary item e.g. refill and clean salt and
peppershaker, sugar bowl and creamer etc.
3.
Setting up:
a
Transporting the tables and chairs and have them set up according to floor plan. Chairs
are left stacked aside tables and only are set up later on.
b
Cover the table with tablecloth.
c
Arrange to have the chinaware, cutlery, glassware and equipment listed in step 2, put on a
trolley and wheeled into the function room, and distributed to each table with the required
number of every individual item.
d
Set up covers for each table for details refer to the relevant standard and procedures.

Hotel:

Job Category:
All
Task: FUNCTION BOOKING STANDARDS
POLICY:
1.
2.
3.
4.
5.
TENTATIVE BOOKING
A booking made on the initial inquiry from a client, it is not a confirmed booking, which
can be cancelled out after agreement is obtained from the guest concerned.
CONFIRMED BOOKING
A tentative booking will become a confirmed booking only when a written confirmation is
received from guest and that a deposit is paid for.
DEPOSIT
A deposit equivalent to 50% of the total estimated food & beverage charge (and guest
rooms charge if so required) is required and paid for four weeks prior to the excepted event
date. The excepted event date should be confirmed with guest as soon as possible.
Booking made within 4 weeks prior to the function date, the deposit must be paid as soon as
possible.
For wedding booking on good wedding dates, a deposit of 50% must be paid 8 weeks prior
to the function date. However, if booking is make 3 months or more from function date,
guest may pay a 30% deposit on booking, and the balance of 20% paid 8 weeks prior to the
function date.
It can only be waived with the General Manager & Sales & Marketing Directors approval.
CANCELLATION CHARGE:
A penalty equaling to 30% of the total estimated charge will apply if cancellation is made
14 days prior to the function date, and 50% will apply if notice is made within 5 days.
In the case of Wedding booking, refund of deposit is only allowed if cancellation is made 8
weeks prior to the function. The whole deposit will be forfeited if the notice is made within
4 weeks. For cancellation made within 8 weeks but 4 weeks prior to the function date, no
refund of deposit, which can be credited to the guest A/C, and set against future spending in
Hotel guest room or F&B outlets.
GUARANTEED ATTENDANCE:
- A guaranteed number of guests are required no later than 48 hours prior to the function.
This will be the minimum number that will be charged for.

Hotel:
Department: F&B banquet
Job Category: All
Task: USE OF NOTICE BOARD - REMINDER FOR MATTERS OF IMPORTANCE
POLICY:
The following items are to be written on a notice board inside the kitchen or service station and to be read
by all the staff. If not clear, the staff is to ask the Manager or Asst. Manager.
PROCEDURE:
1.
Daily special items not available and items to be pushed for sale.
2.
Names of guests who have reservation and their assigned table numbers.
3.
The service standard of the day,
- Special attention is paid to this standard and the Banquet Manager has to check it.
4.
5.
6.
Information from the top concerning all the staff.

Guest's comments. (Good or bad)
For banquet, it could be served as a reminder of certain action to be carried out at a certain
time, e.g.
Time for the toast.
Time for the birthday cake to be served and etc.

Hotel:
Job Category: All
Task: COMMUNICATION DURING SERVICE
POLICY:
Staff must work closely together, respect each other and help each other. To ensure a good working
atmosphere and healthy teamwork, any problem is reported immediately to the Captain or when necessary
to the Manager who will have the problem solved immediately. No shouting, loud conversation nor
argument during service. There is no communication with fellow workers having the back turned towards
the guests.
PROCEDURE:
1.
Communication with guest

Use guest name as much as possible.
If the guest is alone, use a few friendly words. Never talk to guest over personnel
matters.
If the guest does not understand the menu, explain the menu to guest. If you are not sure
of the answer, refer the guest to your supervisor.
Always answer guest's question politely.
Captain is to check with the host whether the service provided and food and beverage
served is up to his/her satisfaction at end of service and before presenting the bill.
Captain is to double-check the billing against orders before presenting the bill on the
host/hostess request.
2.
Communication with other staff
When busy, ask some one to help or to help other staff when they are busy. (Never said
that is not my section)
When something you do not understand, ask your colleague or your supervisor.
Do not criticize or pick on or argue with other staff.
Give compliments when ever and wherever they are due.
Show respect to each other.
3.
Communication with kitchen. (For captain and supervisors)
Placing order. Write down correctly dish name, code no. Quantity, price and separate
each item (Appetizer, Soup, Main Course).
Communication with kitchen when guest asks for special order.
Communication with kitchen when there is problem relating to the food served or
ordered.
4.
Communication with guest and kitchen concerning timing.
5.
Communication with bar. (Same as communication with kitchen)
6.
Communication with cashier.
Understand acceptable forms of payment.
Place the order for cashier.
Receive guest check from cashier.
Return guest change.
Communication with supervisor.
Communication for daily operation, difficulties.
Communication for supervisor and staff relationship.
When mistake is done/found or something has gone wrong.
-
7.
Communication for work schedule, training program and promotion.

Communication to the supervisor for guest comments.
Hotel:
Job Category: All
Task: GUEST RELATIONS
POLICY:
All guests must be served friendly and courteously at all times. No personal questions are asked.
PROCEDURE:
1.
2.
3.
Call the guest by his/her name with proper title.

Record and remember any habit of the guest, serve him/her next time without asking.
Prepare anything that will be needed before the guest comes.
i.e. give-away for the lady, birthday cake for the birthday party, open the old red wine
one hour before the guest comes, etc.
4.
Friendly service at all times/smile, eye contact.
5.
No arguing.
6.
Service beyond and above expectation.
7.
Polite, respectful.
8.
Use guest name.
9.
Attentive and anticipate guest needs and wishes.
10.
Only say "No" if you are absolutely sure that you can't fulfill such request and you must refer
and
Check with your superior.

Hotel:
Job Category: All
Task: REQUSIITION SUPPLIES
POLICY:
All supplies are ordered using a standard requisition form. The banquet manager or his Asst approves all
requisitions. Requisitions are completed thoroughly and accurately. Items are ordered on an as need
quantity & time basis, excess ordering is not permitted.
PROCEDURE:
See attached form.
1.
When being sent for collecting supplies, consider opening hours of storeroom and bring along
With adequate equipment for transporting supplies.
2.
Make sure you collect exactly what has been ordered as listed on the requisition form.
3.
Upon return, get approval from the supervisor and store the supplies in their designated
storage
Space.

Hotel:
Job Category: All
Task: LOST & FOUND PROCEDURES
POLICY:
1.
4
All items found any where on the Hotel Property are to be turned in immediately to the Lost &
Found Department, which is administered by the Housekeeping Department.
2.
The following guidelines apply:

a
The employee who found the article must turn over lost & Found items to the Assistant
Housekeeper or Department Secretary.
b
Valuable articles such as wallets, jewelry, money & credit cards should be turned over to
the Executive Housekeeper to be stored in a safe deposit box. A call must then be made
to housekeeping to record the item & other pertinent information in the Lost & Found
Log Book.
3.
The lost article will be record in the Lost & Found Log Book with the following details:
Article Number
Room Number of Place Found
Description of Article
Guest Name & Address (obtain able from the Front Office)
Letter Written to the guest concerned
Name of the Finder
Disposition of the item
4.
a After the item has been logged, it is then bagged, tagged and stored in the Lost & Found
closet in the Housekeeping Office.
b It is suggested that the closet be arranged chronologically by month. All items found in the
month of August for example, will be stored in a block of shelves. Each item will then be
arranged (left to right) by the article number assigned in the Log Book.
c All items must be held for minimum of 6 months & if not claimed within that time, the item
will be returned to the finder or in certain instances donated to the charitable organization.
d Upon receipt of a Lost & Found item with an address, never send any letter trying to get in
touch of the guest, the item should remind in hold, until the guest turn up and make the
claim.
e When an article is claimed, the disposition should be listed in the Log Book.
Also list when, where & how the item was mailed.
f A Lost Inquiry Log should also be maintained by the Lost & Found Dept. for the purpose of
recording inquiries about lost items not held in Lost & Found. Entries will include the
date, name of the guest, home address, description of the item, date of loss and should be
checked each time a Lost & Found item is reported to the Housekeeping Office.
g The Executive Housekeeper should acknowledge in writing all inquiries about lost items
not received.
h All Lost & Found procedures are to be handled by the Assistant Housekeeping Secretary
only.
i All valuable items must be held for a minimum of one year.

Hotel:
Job Category: All

Task: HANDLING BREAKAGE
POLICY:
Whenever an item of operating equipment (chinaware or glassware) falls and breaks, all staff apologizes
immediately to guest(s) close to the incident and pick up the biggest pieces right away. Any other staff
nearby immediately comes to help. The remaining small pieces are then removed with the help of a brush
and dustpan as soon as possible. The broken pieces are placed into a special container in the dishwashing
area for the steward to keep record. If anything else breaks or is damaged for example furniture, the
manager is notified who will then report to the Food & Beverage Manager.

Hotel:
Job Category: All
Task: HANDLING SERVICE ACCIDENTS
POLICY:
Any accident happening during operation must be solved immediately if possible. If it's above your
ability, don't hesitate to report to your supervisor to ensure causing no complaint or bad comment from the
guest. The staff concerned should report to the manager in writing, and an accident report should than be
filled and file to all other department concern.
PROCEDURE:
During service, any accident can happen
1.
2.
3.
4.
5.
Solve it immediately, i.e. the guest falls on the ground, help him to stand up.
Dirty guest dress
Wet floor
Fire
Cut

Hotel:
Job Category: All
Task: SIGNING OFF
POLICY:
1.
1
2.
3.
At completion of shift. All staff should sign off on individual timesheet and ensure that
Timecard is signed. To ensure correct payment.
All staff must change out of uniform in Locker Room and put uniform in to be laundered if
Necessary.
All staff should leave the building via staff exit.

Hotel:
Job Category: Supervisor /Captain
Task: ROLE OF SUPERVISOR
POLICY:
All banquet captains are supervisors of the waiter and bus persons in their section. They are "guiding"
them at all times i.e. if they need help, they help, if they make a mistake they correct and they give on-thejob training. Captain ensures all guests are served according to the Hotel standard.
PROCEDURE:
1.
Before the starting and after the finishing of a banquet function, captain assist and check that
the
Waiters and bus persons' duties are completed. This role applies to all restaurants and bars.
2.
During service time, they assign duties to waiters and bus persons, check if those are fulfilled
correctly and completely.
3.
At all times, they know what their subordinates are doing and train and help them to become
Better at their jobs.

Hotel:

Task: CAPTAIN ORDER FORM
POLICY:
All captains know how to correctly fill out and use the Captain Order. They write clearly use only agreed
upon abbreviations and fill out the forms completely.
PROCEDURS:
1.
2.
3.
4.
Write clearly, and write down all the detail. E.g. table No. Cover server, time, portion, and name of
Item, code No.
Write enough pressure, so that the print on the kitchen copy is readable.
Use the correct abbreviations, and code No.
Use block letters.

Hotel:
Task: CONDUCTING TRAINING
POLICY:
Whenever a banquet captain discovers the staff is not meeting the hotel standards, he reports to Banquet
Manager and prepares training.
PROCEDURE:
1.
2.
3.
4.
5.
6.
7.
Discover staff training need, report to Banquet Manager & discuss the matter.
Preparation for training
Write training objective.
Decide on training methods.
Develop job breakdown.
Establish a timetable.
Select the training place.
Select training material and equipment.
Set up the workstation.
Prepare the training.
Advise the trainees.
Presentation
Begin the training.
Demonstrate or lecture.
Speak in simple term.
Take adequate time.
Get participant involved.
Repeat the sequence.
Trial performance
Require the participant to repeat the demonstration and explanation.
Allow the participant to practice.
Follow through
Continue positive reinforcement and feedback.
Teach just a few procedure or tasks each day.
Recheck performance to ensure staff achieves standard.
If it is only a small deviation from the standard, take the employee to a quiet corner of the
restaurant, show him/her the correct way, let employee demonstrate, let him/her critique self
and later check if understood.

Hotel:

Task: BRIEFING FOR SET-UPS
PROCEDURE:
1.
2.
All details to be listened to carefully and written down for extra reinforcement to memory if
Necessary.
Supervisor will check name of roster and give details of tasks to be performed within shift and
Allocate division of duties.

Hotel:

Task: PRE-FUNCTION CHECK
POLICY:
Captain in charge of a particular function is to carry out pre-function check on the functioning of
equipment, sound system, the setting of lighting and temperature control and that the side station is
adequately equipped 30 minutes prior to the function.
PROCEDURE:
1.
2.
3.
4.
5.
6.
Check setting of lighting is matched with function held.

Check that the room temperature gauge is on and that the room temperature is below 25, and
ensure that all entrances are closed in order to keep the cold air inside the room.
The sound system must be at the on position, switch attached to microphone are switched off
after checked for working order.
All audio-visual equipment is checked for proper function order, for detail refer to the relevant
standard and procedure.
Check all mise-en-place are ready with reference to the type of menu and function.
Ensure all missing items are filled and that any defect in equipment, lighting and in temperature
control are reported to the Banquet Manager and the engineer in charge immediately.

Hotel:

Task: ENSURING ROOM IS SET UP TO BANQUET EVENT ORDER SPECIFICATION
POLICY:
Detailed checks is carried out to ensure all the set up is completed according to requirements specified in
the event order and within the time set in the banquet standard for normal situation, one hour prior to the
function; for crash turn over, 10 minutes prior to the function.
PROCEDURE:
1.
2
2.
3.
Captain is to give waiter/ress and bus person assigned the full instruction as how the function room
Is to be set up.
He/She is to supervise the correct set up, and to provide assistance.
On completion of the set up, he should check in detail the following whenever applicable:
a
Positioning of tables, stage, dance floor, reception table, and equipment.
b
Positioning of banner, ice carving, flower arrangement or any other decoration items.
c
Placing of tablecloth.
d
Items for service:
i)
For meeting.
The set up of lined pad, pencil, ice water, service items mint.
ii) For dining.
e
f
g
Check the proper functioning of all equipment used especially audio, visual equipment.
Double-check against the event order that everything used is setup according and food &
beverage is ready on time.
Ensure the set up is completed within the standard time.

Hotel:

Task: SEATING THE GUESTS
POLICY:
All waiter/ress assist quests to sit in the manner stated below.
PORCEDURE:
1.
2.
For function with fixed table plan:

1) One captain is assigned at the entrance with the appropriate table plan and name list (if
available) in hand to direct the host/hostess.
2) Adequate number of waiter/ress will be assigned as temperate host/hostess and stand by
right next to the captain.
3) Upon guests arrival, captain is to check with the guests name and locate the table (and
relevant seat, when appropriate) and instruct the host/hostess to escort the guests to their
table.
4) Upon receiving the instruction, the waiter/ress concerned escorts the guests to their table by
saying Please, follow me and show with the hand the direction, always check that the
guests are following, then check the guests coats to the cloak room.
5) When reaching the assigned table, pull out the chairs for the guest and push the chair in
while guest is taking his/her seat. Seating guest is always in the following order:
a. Handicapped person.
b. Elderly Lady then gentleman.
c. Children.
d. Lady.
e. Gentleman.
6) Bring baby chair and replace the banquet chair when necessary or remove the banquet chair
to give room for person wheel chair.
7) Unfold the napkin for each guest.
8) Wear a smile at all times.
For function with no seating plan.
1) Captain, waiters/resses in charge of a particular section and tables are required to seat the
guests who are taking seat in the table within his/her service area.
2) Seat the guest following the procedure stated in 1.5). 6).8).
3) Approach the guest, help him/her to check his/her coats if appropriate.

Hotel:

Job Category:
Supervisor /Captain
Task: GIVING SIGNALS
POLICY:
All staff knows captains signals. Only small gestures are enough to make the staff understand.
PROCEDURE:
1.
2.
3.
4.
Especially on big functions, Captains give signals.

When to start clearing soiled dishes.
When to start picking up the next course.
Captains see through eye contact with the staff if signals are well received.

Hotel:

Task: COORDINATION IN KITCHEN DURING SERVICE
POLICY:
To ensure that there is a smooth flow of service in the kitchen during service period.
PROCEDURE:
1.
2.
3.
4.
5.
6.
A Banquet captain is assigned to oversee the operation in the kitchen (or banquet pantry) in any dining
function.
Directing service traffic.
Coordinates with the Chef in charge for the latest number of guest, timing and sequence of food to be
served.
Signals to food servers to pick up food as and when they are ready.
Instructs housemen to keep kitchen (or banquet pantry area) clean and dry at all time.
Keeps servers working in a safe and orderly manner.

Hotel:

Job Category:
Supervisor /Captain
Task: CHECKING ON SERVICE
POLICY:
All captains, at all times. Pay attention to the service given by their sub-ordinates. They assist whenever
necessary; make sure the guest gets everything he or she requests and is served according to the service
standards.
PROCEDURE:
1.
2.
3.
4.
5.
6.
7.
8.
Check if the table set-up is complete and according to standard.

Check the set-up of service station.
Check that waiter and bus persons are serving the guests according to service standards.
Assist them if necessary.
Check tables constantly to see if there is anything missing or requested.
Have the timing in mind. Make sure guest dont have to wait too long and, if so, excuse yourself
and check with the kitchen.
Serve ashtrays whenever needed.
Enquire at least once during the stay of a guest if he or she is satisfied with food and service
provided.

Hotel:

Task: PRESENTING THE GUEST CHECK
POLICY:
All banquet checks are presented to the guest by the captain in charge. The guest check is collected from
the cashier as soon as it is asked for. In all occasions, checks are double checked for correctness before
presented to guest. The checks will be presented in a leather folder with a Hotel pen. The Captain in charge
is able to answer any question concerning the check. Any complaint is reported to the manager and handled
with special care.
PROCEDURE:
1.
2.
3.
4.
5.
6.
Collect the checks from the cashier as soon as being asked for. If guest request for separate
checks inform the cashier immediately.
Check the date, number of covers, orders and amount are correct.
Present the check in folder with a Hotel pen pointing downward to the guest.
Bring the check and payment to cashier.
Check government invoice and the change, and present them to the guest on a silver tray.
Thank the guest for holding the function with us and wish him/her a nice day/evening.

Hotel:

Job Category:
Supervisor /Captain
Task: CLOSING DUTIES FOR INDIVIDUAL FUNCTION
POLICY:
Closing duties will be completed in the end of service. All tasks will be double checked to ensure
completeness.
PROCEDURE:
1.
2.
3.
4.
5.
6.
Set up all tables and service station for following day.

Switch off light and lock up the restaurant.
Inspect the entire room to make sure the preparation for the following day is complete.
Turn of all the electric equipment, music and air conditioning.
Fill in the logbook, the report to F&B Dept.
Hand over keys to the other captain who will finish the latest.

Hotel:
Job Category: Waiter /Causal Worker
Task: CARRYING A TRAY
POLICY:
All bus persons know to carry a tray safely with a left hand under and the right hand at the edge of the tray
(rectangular). They should not carry the tray on the shoulder. Keep dishes and glasses in an orderly
manner and never stack more than 4 plates on one stack.
PROCEDURE:
1.
2.
3.
4.
5.
Make sure tray is clean and has no water on surface.

Carrying a round tray.
Heavier items are placed close to your body.
Slide tray to edge of table and place left hand under center of tray. (Only when no
Guest is in the room).
Lift it and carry tray at waist height.
Carrying a rectangular tray.
Using both hands put one underneath the tray while holding the handle with the other.
Whenever you place a tray use both hands.
Never place tray on the edge of a table.
- Make sure you don't overload - better go a second time.

Hotel:
Job Category: Waiter/ Causal Worker

Task: CHANGING ASHTRAY
POLICY:
All ashtrays are changed using the hat trick method and no more than two cigarette butts per ashtray before
being changed. Ashtrays are placed on the table, one per table for 4 persons or less, and 2 per table for 6-8
persons, and per table for 10-12 persons.
PROCUDURE:
1.
2.
3.
4.
5.
Using a tray to carry clean ashtrays at least two ashtrays to the table.
Pick up the clean ashtray from the tray.
Place the clean ashtray upside down over the dirty ashtray.
Remove dirty and clean ashtray to the service tray together.
Leave the dirty ashtray in the tray and replace with the clean ashtray on table.

Hotel:

Job Category:
Waiter / Causal Worker
Task: PREPARE FOLDED NAPKINS
POLICY:
1.
2.
3.
5.
The correct style and color of folded napkins must be prepared as required in the event order.
To pick up sufficient napkin from the banquet store.
To check and to ensure all napkins used are clean, free of stains, holes, rips or tears. Damaged
Napkins should be put aside and used as tray liners.
Guideline for the use of napkins folded in different style.
Fanfold
Book fold
Artichokes
Service Cloth
Tray Liner
Napkin must be folded neatly and uniformly.
4.
Place two bunches of five napkins on all tables and places a napkin on each guest setting.
Napkins must be placed neatly and uniformly facing the guest seat.

Hotel:
Task: CONDIMENT + SAUCES
POLICY:
All condiments and sauces are prepared in advance, all bus persons & waiters/waitress know the different
kind of condiments or sauces, know how to prepare and how to clean the containers.
PROCEDURES:
1.
2.
3.
4.
5.
Clean or polish the sauce container.

Put sauce into the container.
Mustard & chill sauce (depend on the reservation)
10 x sweet sauce + white sugar
5 x plum sauce
5 x sweet & sour sauce
10 x shrimp paste
5 x oyster sauce
2 x Tabasco (the lip of the bottle has to be clean)
3 x shakers of white pepper powder of the bottle has to be clean)
All condiments or sauces have an under liner & demitasse spoon. (Under liner: B & B plate with
Doily paper)
Put on the center of table or put on the lazy Susan.

Hotel:

Task: CLASS MEETING ROOM SETUP
POLICY:
All class meeting room to be set up according to standard and completeed 30 minutes prior to the meeting
starts.
PROCEDURE:
1. All setup must with a clean room, a room will be considered clean when all necessary equipment
Has been removed and the room has been properly vacuumed, dusted and polished.
2. Set tables according event order.
3. One IBM table (72x18) for no more than 3 pax.
4. Every setting will have a writing pad, a pen and a highball glass with coaster and cover.
5. Check that all glassware, chinaware and equipment to be used are in good condition.
6. Ashtray to be placed between 2 settings. One ashtray per every 3 pax.
7. A minimum distance of 2 feet (2 1/2 feet if possible) must be kept between each row of tables.
8. Always skirt the inside of a U shaped tables as well as for hollow square setup.
11. Skirting for head tables.
12. Check that standing ashtrays are clean and potted plants do not have any rubbish in the planters.
13. Use checklist to confirm that the room setup has been thoroughly checked and properly set up 30
minutes prior to the meeting starts.

Hotel:

Task: TABLE SET UP CHINESE FUNCTIONS
POLICY:
All the table settings are completed 30 minutes prior to the function. All tables of the same are set up
according to the plan attached. Special set up for particular table is stated in the event order.
PROCEDURE:
1.
2.
3.
4.
Banquet tables are set up refer to standard and procedures.

Place tablecloth over the banquet table detail refer to standard and procedures.
Place lazy Susan ring at the middle of the table right over the center point.
Check that the glass is well cleaned and polished before it was set on top of the lazy Susan ring,
again, check and make sure that the glass is right on the top of the ring. Turn the lazy Susan to
check that it is running smoothly.
5. Set and adjust the banquet chairs.
6. Set up chinaware, silverware, and glassware as shown on the diagram attached.
7. When table setting is completed, report to the supervisor for checking.

Hotel:
Task: WESTERN LUNCH / DINNER SET UP IN GENERAL
POLICY:
All tables for western meal function are set up according to the following procedures.
PROCEDURE:
1.
2.
3.
Set up as per diagram attached.

Standard number of covers for different size table.
Std No. Of Pax
Table size
10-12
72R
8-10
60R
6
72x30
4
96x18
3
72x18
Setting the table
a
Ensure the tablecloth used is of the right color, size, well ironed free from damage and
marks. The pleats on all tables are in the same direction.
b
Candelabrum (dinner) or / flower in vase (lunch) and table number. If ordered, to be
placed in the center of the table. Slat and pepper shakers are placed around the center
about 18 from the table side for round table, or placed along the center line for
rectangular table, as a general rule 3 to 4 guests per set. In the case of 10 pax per table,
3 sets are required.
c
Place the show plates at the center of each cover, with the folded napkins on top.
d
B.B. plate on the left side.
e
Put on all the well-polished dinner knives & forks. Fish knives and forks, dessert knives,
forks and spoons, butter knives. Never handle cleaned silver cutlery with bare hand.
f
Put the glasses.
g
All covers must be set up evenly, therefore adjusted when necessary.
h
Adjust the chairs to match the cover.
i
When table setting is completed, report to the supervisor.
j
For simpler menu, some of the cutlery and glass will not be necessary.
k
Coffee / tea cup and saucer, tea spoon will only set up for function requires fast service.
You captain will keep you informed.

Hotel:
Task: PROVIDE COFFEE BREAK SERVICE
POLICY:
All Coffee break must be set up according standard and be ready 15 minutes prior to the break.
PROCEDURE:
1. Set up to event order requirement. E.g. coffee /tea with pastries etc
2. The coffee break station is set up with cocktail glass tables.
3. To set up coffee warmer with a pot of coffee and a pot of tea on one cocktail glass table, and another
two cocktail glass tables set up with coffee cups saucers, sugar bowls, creamers, dessert forks,
service gear for coffee break food items. Flower arrangement is needed too.
4. All operating equipment is clean.
5. Upon commencement of the break, check following:
a. Replenishment of coffee/tea, etc
b. Whether there are any cups and plates to be cleared.
c. Stack the cups into 2, separate saucers, teaspoons, plates, ashtray, etc. on service tray.
d. Clear the tray to the washing area.
e. Check the area and make sure that no cup or plate, etc. are left behind.
f. Reset for the next coffee break, if any.
g. All coffee break setups should be ready, 15-30 minutes earlier than scheduled.

Hotel:
Task: ATTEND PRE-SERVICE BRIEFING
POLICY:
All waiter and causal worker must be familiar with the function arrangements; therefore all service staff
serving the same function must attend the pre- service briefing at the location assigned
1.
2.
3.
4.
5.
6.
7.
8.
All staff attends must in proper uniform.

Must read the floor plan for the function.
Must memorized the timing of the program.
Must memorized the sequence of the menu.
Take note of the beverage arrangement.
Check table assignment
Read and memorized any special instruction.
Clear up any questions with the supervisor.

Hotel:
Task: TEAM WORK
POLICY:
All banquet staff is willing to help and assist all other staff in the hotel at all times.
PROCEDURE:
1.
2.
3.
4.
5.
6.
Know your own responsibilities, understand your job description and understand the standards
your supervisors expect from you.
Be familiar with the responsibilities and job of the other staff in banquet.
Always make an effort not only to do your own job well, but also be open and prepared to help
and assist others.
Never say, "This is not my job or this is not my section"!
Don't wait until you are asked to help, be attentive and assist when you see somebody needs help.
Don't argue with your fellow employees; always look for a friendly solution to problems.

Hotel:
Task: FLOW OF SERVICE
POLICY:
The flow of service will be followed consistently for all meal periods changes will be made only if more
convenient for the guest service will always be smooth, efficient and unobtrusive.
PROCEDURE:
1.
Greet guests.
2.
Take his/her name down.
3.
Lead to table & assist in seating guest.
4.
Serve face towel.
5.
Take drink order.
6.
Serve drink & beverage.
7.
Present food menu.
8.
Take food order.
9.
Present wine list.
10.
Take wine order.
11.
Place the food & wine order.
12.
Adjust or remove the glasses for order.
13.
Wine service.
14.
Prepare trolley for serving the wine.
15.
Serving the food.
16.
Check on service (change towel, soiled chinaware, change ashtray, refill water, wine,
Tea. Continue to serve food.
17.
Cleaning the table.
18.
Serving of fresh towel.
19.
Present the dessert menu.
20.
Take dessert and tea order.
21.
Adjust the dessert cutlery.
22.
Serve dessert and tea.
23.
Take after meal drinks (liquor) & service.
24.
Get check ready.
25.
Present check when asked for.
26. Get guest signature or cash and return change.
27.
Thank the guest and wish farewell upon his/her leaving.
28.
Clean & reset the table.

Hotel:
Task: TOWEL SERVICE
POLICY:
All the towels must be served hot in a well-polished towel basket. Setting the towel service will be
completed 1 minute after the guest is seated. The hot towel is served onto the dish from the left hand
side of the guest.
PROCEDURES:
1.
2.
3.
4.
5.
Make sure the towel baskets are clean & shiny, the towel are served hot from towel heater (towel
Baskets are well polished before opening).
Once you see the guest arrive the table, count the number of guest.
Carried everything on a tray to the tableside.
Place the towel onto the towel dish from the left hand side of the guest.
Whenever the guest is served with a dish, which he/she needs to use fingers, ensure the soiled
A clean one replaces towels before the next dish is being served.

Hotel:
Task: TEA SERVICE
POLICY:
All tea is served hot in a clean cup; the guests cup is never left empty unless the guest notifies that he
does not want to be served anymore.
PROCEDURES:
1.
Once you receive an order by your captain or guest, arrange clean cup with tealeaves, chappei,
2.
3.
4.
5.
6.
7.
8.
Carry everything on a tray to the tableside guerdon.

Place the chappei, teacup, and teapot.
Serve the tea from teapot to the teacup.
Beginning with the ladies, host last.
Refill water to the teacups.
Ask guest if he/she would like to have more tea.
If no, remove the teacup, if yes, change the new teacup.

Hotel:

Task: BEVERAGE SERVICE FOR DINING FUNCTION
POLICY:
A number of beverage service staff will be assigned for a dining function where beverages are to be served
to guest s satisfaction.
Number of staff will depend on the size, nature and requirement of beverage to be served).
PROCEDURE:
1.
2.
3.
3.
4.
5.
Serve the guest is seated at the table(s) assigned to you. drink should served according to event
order as soon as possible.
Drinks are served on round trays and ensure every guest is served with a drink.
All drinks must be served from the right hand side of the guest.
During service, assist waiter to clear up soiled plates by stacked neatly on service tray and clear to the
back washing area.
Go a round the table to change astray at adequate intervals.
Check for glasses, refill unless guest express he /she does not want to have more, then remove it with
the guests approval. Change wineglasses when different wine is to be served.

Hotel:
Task: SERVING, PRESENTING THE DISH & DIVIDING
POLICY:
All dishes are presented & explained with a polite & cheerful manner (in English if guests are
foreigners). All dishes are divided with both hands. All guests are served from right hand side, using
right hand side to serve.
PROCEDURES:
1.
2.
3.
4.
5.
6.
7.
8.
Present the dish and explain the dish to the guest.

Check with host, does he or she want us to divide the dish.
If no, put to the table saying, Enjoy your meal, if yes, use the guerdon to divide the dish, pay
Attention for food presentation, the guerdon to divide the dish, pay attention for food
Presentation.
Serving from right hand side with right hand. Start with lady, host last. Then serve clockwise.
Make sure every accessory goes with the dish, ex. Under liner, sauce
If necessary, the sauce has to pass ex. Vinegar for sharks fin, from right side with right hand, if
The guest still needs, leave the sauce on the table.
Name the sauce & explain what the sauce is for before serving.
Ask the guest the amount of sauce is enough for him or not.

Hotel:
Task: TABLE SIDE SERVICE
POLICY:
All side tables are covered with clean white tablecloths and set up with all equipment needed before
approaching the table.
When serving from the guerdon, stand straight and use both hands to divide the food to the plates.
PROCEDURE:
1.
2.
3.
4.
5.
6.
Double-check that all equipment is on the trolley.

Move the trolley to the tableside.
Get dish from the kitchen and present it to the guests (give the name and description in Chinese or
English according to the guests)
Divide the food into equal portions using both hands.
Serve the dish to the guests ladies first.
From the right hand side of the guest with the right hand.

Hotel:
Task: CLEARING FOOD & BEVERAGE
POLICY:
FOOD: Each course is cleared after everybody on the table has finished eating.
INDIVIDUAL BEVERAGE: Each drink is cleared when the glass is empty before you take away the glass
You should check if guest would like another drink.
PROCEDURES:
1.
2.
3.
4.
5.
6.
7.
5
Check with host May I clear your table now?

Ladies first.
Use a tray for all beverage and teacup, etc.
Use a tray for all the chinaware (bone plate, sauce dish, etc).
From right hand side of guest.
Make sure you always take away all the condiments for any particular dish.
Remove soy + vinegar container after last course and cover dirty spots with clean napkin if
Necessary.

Hotel:
Department: F&B All outlets
Task: CLEANING / BUSSING TO STEWARD'S AREA
POLICY:
All clearing and bussing operations are done quickly, efficiently and limiting the noise to a minimum.
Properly loaded trays are carefully carried to steward's area and unloaded according to the following
procedures in order to maintain a smooth operation and keep material breakage at a minimum.
PROCEDURE:
1.
2.
3.
Loading the tray, do not overload.

Stack dishes of the same size together.
Place glasses in middle of the tray, silver cutlery on one side and chinaware on other side to
avoid
Breakage.
4.
Move leftover food from plates onto one.
5.
Do not put waste, paper or napkins into the glasses.
6.
Do not stack more than 4 plates in one stack.
7.
Do not mix china plates and silver ware together.
8.
Never go into or out of the kitchen empty handed.
9.
Carry to steward area with two hands and separate different chinaware, glassware, silverware
onto
The appropriate cases or put in different chemical tanks accordingly.
10. If necessary, scrape waste first into garbage can.
11.
Help to keep the dish wash area clean and tidy.
12. Cooperate with dishwasher and observe the dishwashing standards.

Hotel:

Job Category:
Task: SEQUENCE OF BUFFET SERVICE
POLICY:
PROCEDURE:
1.
2.
3.
4.
5.
6.
7.
8.
When guests arrive, service staff will pull chairs for guests to take a seat.
Take drinks order and serve from right.
Serve rolls and butter on the side plates of each guest.
Serve soup to every individual guest from the right side.
All condiments are to be served from the left.
Clear the soup cups and invites guests to proceed to the buffet table.
While guests are away fold napkins neatly and place on table.
Guests return to their seats and waiter/waitresses to assist in sitting of guest and spread napkins
9.
10.
11.
12.
Ask guest if he /she want have more drink and refill the water goblet with iced water.
Clear the soiled dish and change ashtray.
Provide coffee /tea service after guest has finished his /her dessert.
Waiter assigned to the buffet station must always helps guest to pick up food, replenish of buffet
Equipment, keep the buffet station in order and call extra food from the kitchen side.

Hotel:

Job Category:
Task: SEQUENCE OF WESTERN FUNCTION WITH SET MENU
POLICY:
All western function with set menu is served at the following sequence.
PROCEDURE:
1.
2.
3.
3.
4.
5.
6.
7.
8.
9.
10.
11.
12.
13.
14.
15.
16.
17.
18.
On guest arrival, welcome the guest.

Seating the guest.
Unfold napkin.
Offer drink service.
When the start signal is received, serve bread and butter onto the side plate from left hand side of the
guest.
Soups to be placed on oblong tray (ten soup cups for every waiter per table)
Place tray on the side stands and pick up saucer from the side stand. Serve the ladies of each table
First - going clockwise starting from right.
Check and serve bread rolls and change ashtray from the right.
Clear soup cups from individual table, from left and separate soup spoons, cups and saucers on the
Tray (at the side station). Remove tray to the back washing area.
Two waiters to take up five plate each of the food from the kitchen. (Prepare 5 plates on each
Tray).
Bring food on tray to room and place tray on side station.
Serve food table by table (ladies first and clockwise) from the right.
Service sequence is repeated for the second table.
Check and serve bread and butter (from the left) and change ashtray.
One waiter to clear 3 plates (each), a table at a time and clear to side station.
Separate cutlery from soiled food, arrange plates in order on tray and remove to back washing
Area.
Service sequence for dessert will be the same as first course (if in glasses) and similar to main
Course if on plates.
Pick up and serve coffee and/or tea to individual table. Serve hot face towel from the right.
Napkins are to be folded neatly and placed on chair when guests are not at the table. Napkins are
Only to be removed when function is over and guests have left the room.

Hotel:

Job Category:
Waiter /Causal Worker
Task: DINNER FUNCTION WITH DANCING
POLICY:
All dining tables set up dancing floor set up, including stage if required, are set up 30 minutes prior to the
function. All the equipment relate to dancing request are completed and checked by the in Banquet
Technician assigned to the function two hours prior to the function, and the said technician is required to
stand by through out the function.
PROCEDURE:
1. Stage and dancing floor are set up first according to floor plan for detail refer to the related standards.
2. Secondly, dining tables are set up according to Event Order equipment for details refer to the related
standards.
3. Equipment requested for dancing as details in the event order are set up and linked to the Central
Control room. All the installation and check of working order must be completed 2 hours prior to
the function.
4. The Banquet Technician, who is thoroughly familiar with the above mentioned equipments, is to
stand by and to control all the equipment as requested by the Captain in charge of the function.
5. In case where the sound system is being hired or supplied from outside subcontractor. The rule stated
above in (3) is to be followed and that at least one engineer from the supplier is required to stand
by through out the function.

Hotel:

Task: COFFEE AND TEA SERVICE FOR LUNCH & DINNER FUNCTION
POLICY:
All coffee and tea are served piping hot in heated and clean cups. The guests cup is never left empty
unless the guest notifies that he does not want to be served anymore. Coffee is served with cream, tea
with milk.
PORCEDURE:
For Small Function:
1.
2.
3.
4.
5.
6.
7.
8.
9.
Once you receive a signal from your captain arrange hot coffee/tea cups, saucers, tea spoons,
sugar bowls, creamer with milk or/and cream, B&B plate with lemon slices (3 per person). For tables of 4
use one sugar pot, for table of 6 use 2 pots.
Make coffee and tea using the coffee and Teapots (90cl).
Carry everything on a tray to the tableside.
Place the condiments in the central area of the table or, for large table, at space within easy reach
for every person.
Place the condiments in the central area of the table or, for large table, at space within easy reach
for every person.
Serve coffee and tea in the seniority order. Fill the cup 4/5 full and leave pots on the table.
Refill coffee/tea when cup is 1/3 full.
Ask guest if he/she would like to have more coffee or tea, when pots empty. If no, remove pots,
if yes, refill pots with fresher coffee/tea and serve.
Pre-make coffees only during extremely busy times and get approval from the manager or
assistant. Make sure the coffee does not stand longer then 30 minutes before serving. Prepare just the
quantity needed and keep it on coffee warmer.
For Large Function:
1.
2.
3.
4.
All the condiments will be prepared in advance and left on the side with milk and cream in
creamers kept in banquet fridge.
Coffee/tea cups and saucers, spoon, and condiments in quantity for one table are set up on
separate trays.
Coffee/tea pots will not be left on the table and be placed on the side station.
One bus person will be assigned to make coffee 15 minutes prior to serving.

Hotel:

Task: COCKTAIL PARTY: Chafing Dished and Other Utensils
POLICY:
The steward is to deliver all the chafing dished, food warmer and necessary utensils as agreed with the chef
and the banquet manager to the Function room at least one hour prior to the function.
PORCEDURE:
1.
2.
3.
4.
Upon receiving the Event Order, the banquet Captain is to check with the Chef for all the chafing
dishes, silverware, ice carving tray and utensils required for the buffet table. A banquet function
equipment requisition list is then sent to the steward.
One hour prior to the function, the steward is to send all the equipment as requested on the
equipment requisition list to the assigned function room and have the equipment set on the buffet
table with assistance from the banquet staff under supervision of the banquet Captain.
The steward is to fill the chafing dish or food warmer with boiling water wherever appropriate half
of an hour prior to the function.
Bus person is to check with the type of chafing dish used. Electric warmer is to be connected to
the Electric supply and turned on half an hour prior to the function. For chafing dish or food
warmer using alcoholic heating element is to be filled and lighted up half of an hour prior to the
function.

Hotel:
Task: HANDLING SPECIAL REQUESTS
POLICY:
All efforts are made to meet our guests' special needs and wishes.
PROCEDURE:
1.
2.
3.
4.
5.
Listen to all special requests attentively and project a positive attitude.

If you can, give the guest what he requests.
If you don't know if you can give it, ask him/her to wait and, immediately, find out.
Always try your best to help the guest.
For special food or beverage items that are not on the menu, ask you manager how much to
charge.
If you cannot respond to the guest's request, excuse yourself and report to manager or his assistant
immediately for a solution, if possible, offer a substitute.

Hotel:
Task: HANDLING, CHANGING AND REQUISITION OF LINEN
PROCEDURE:
1. Ask supervisor for a linen requisition for the function you are to set up. Check linen shelves in
Banquet Store first.
All linen requisitions must be initiated with an accurate requisition form.
2. Get linen trolley from Banquet corridor store. If trolley is full of dirty linen drop these at laundry on
Youre way to uniform room.
All linen requisitions must be transported in an empty, clean linen trolley.
3. Proceed to uniform room in house keeping corridor, with linen trolley and requisition, by the rear
Service lift.
4. Give requisition to uniform room attendant. Pick up linen from shelves inside laundry room
And place in trolley. Check of linen as you count it.
All count outs must be done accurately.
5. Check for stained or torn items and bring to laundry supervisor's attention.
All linen must be clean with no visible stains, holes, rips or tears.
6. Return with linen to Banquet Store. Place linen on appropriate shelves as marked.
Linen must be neatly stacked on linen shelves in Banquet Store.
7. Proceed with fresh linen requirements to function room setup.
8. Place appropriate linen on tables. Any damaged cloths give to supervisor.
Cloths must be evenly placed and must have no rips, holes, tears or stains.

Hotel:
Job Category: AV technician
Task
:
HANDLING CARE AND MAINTENANCE OF AUDIO-VISUAL, ELECTRICAL

EQUIPMENT
POLICY:
All audio-visual and other electrical equipment are under the care of AV technician who must them with
extra care. Check the equipment according to schedule assigned by the banquet service manager, any faulty
equipment found should be report to the banquet service manager.
PROCEDURE:
1.
2.
3.
7
4.
5.
The technician is responsible for all the equipment. A regular inventory should be done in order to
Maintain and update balance of equipment. At the same time to check on faulty equipment and
Send it for repair.
All electrical equipment should be checked for safety before issuing to the end user. When a
Faulty equipment is discovered it should be sent for repair or maintenance.
All lighting fixtures are to be checked once a week. Replace any blown light bulbs
Immediately.
Proper care should be taken when handling audio-visual and other equipment for example proper
Installation.
All equipment is to be kept properly and securely when not in use.
17. BANQUET EXTRAY HELP AND CASUAL WORKER

According to Hotel Organizer Chart. Banquet SERVICE team is pretty small, which always result in a
need for EXTRA HELPERS, for all banquet over approx. 50-60 persons.
Extra Helpers are coming from various other outlets of the hotel: Chinese and Western division and/or
beverage dept. or from schools: school trainee.
A continuous training program should be established, as follows:
c. Chinese division: basic training on western food service.
d. Western division: basic training on Chinese food service.
Each outlet could have a certain amount of staff on hand ready at any time to work as extra helpers with
the minimum knowledge necessary to provide customers with a good quality service.
The request is forwarded 3-4 days prior to the function to each outlet manager concerned through a note or
memorandum (1 copy for the FNB Director.) and we well mentioned in the FNB morning briefing.
Names and Employees numbers of the helpers are given to the Banquet Office for easy reference and easy
control.
A minimum Banquet service standard training program for school trainee must be implemented.
a.
b.
c.
School trainee are being paid RMB30.00 net per function.

Cash money is requested from Accounting through a memorandum (copy to the FNB
Director).
Payment is made by cash and recorded (signed) on the pay control sheet.
Please see training attachment on next page.
BANQUET DEPARTMENT EXTRA HELPER & CASUAL WORKER

MUST TRAIN
TASK LIST
1.
2.
3.
4.
5.
6.
7.
8.
9.
10.
11.
12.
13.
14.
15.
16.
17.
18.
19.
20.
21.
22.
Familiarization of Banquet facilities.

Hygiene and Grooming.
How to greeting a guest.
How to ushering the guest.
Type of furniture.
Type of linen.
Type of chinaware.
Type of silverware.
Type of glassware.
How to seat a guest.
How to balance a service tray.
How to use of serving gear.
Farewell the guest.
Beverage knowledge.
Beverage service.
Food knowledge.
Food service.
Different meeting set-up & service.
Chinese food function set-up & service.
Western food function set-up & service.
Cocktail party set-up & service.
Lost & Found Procedure.
HOUR
NEEDED
1
0.5
0.5
0.5
1
0.5
1
1
0.5
0.5
2
2
0.5
4
2
4
2
4
4
4
4
1
20. BANQUET OPERATING EQUIPMENT

OPERATING EQUIPMENT AND GUEST SUPPLIES STOCK LEVEL
Ite
m
Description
Glassware
BQ.
Ch.320p
Par
Qty
BQ.
W.270p
Par
Qty
T.
Qty.
5 3/4 oz
37298
Champagne Flute Glass 7 3/4"
360
Tall Hi-ball 10 1/4 oz
40334
Tall Hi-ball Glass
Hi-ball 8 oz
40342
Hi-ball Glass
600
600
23286
Old Fashioned Glass
72
72
12 1/2
23396
Double Old Fashioned 4" H
11 1/2oz
3711
Pilsner Glass7 1/4" H
936
2196
14 3/4oz
3915
Beer Glass 7"
Fantasy 5 3/8"
360
1260
8 1/2 oz
390
6 1/2 oz
5314
Tulip Sundae 4 7/8"
10
2 oz
8089
Sherry & Port Glass 4 7/8"
36
36
11
6 1/2 oz
37413
Red Wine Glass
648
648
648
648
1080
1080
360
360
12
8 1/2 oz
37405
White Wine Glass
13
10 3/4
43458
Water Glass 6 1/8"
14
4 1/2 oz
Cocktail Glass 5 5/8"
15
4 1/2oz
Champagne Saucer 4 1/4"
Brandy Glass 4 1/2"
144
16
8454
37652
9 oz
3704
144
17
5 1/2oz
3702
Brandy Glass 4 1/8"
18
3 oz
2303
Whisky Glass 2 5/8"
19
Carafe (L)
20
289
Carafe (M)
21
719
Carafe (S)
22
10 oz
3715
Poco Grand 7"
23
13 1/4 oz
3717
Poco Grand 7"
24
1 1/4 oz
3790
Cordial 4 1/8"
36
25
1 oz
3793
Cordial 4 1/4"
26
10 oz
1202
Beverage Glass 3 1/2"
27
8 oz
Juice Glass
28
Margarita 7 oz
8428
Margarita Glass 5 7/8"
29
6oz
8054
Irish Coffee Glass 5 3/4"
30
11 1/4oz
50773
133HT
DECANTERS
Zombie 11 1/4"
540
36
540
Ite
m
Description
BQ.
Ch.320p
Par
Qty
BQ.
W.270p
Par
Qty
T.
Qty.
31
15 oz
3616
Squall 8 1/4"
32
27cm
15520
Salad Bowl 9"
50
50
33
31cm
15513
Salad Bowl 31cm 10 1/2
30
30
Salad Plate 10 3/4
30
30
Votive 21/2"
Candle Stand 4"
Cocktail Decanter 47/8"
Mug Glass 3 5/8"
30
34
35
43/4 oz
36
37
6oz
38
10 1/2 oz
39
Mustard Pot
40
Vinegar & Oil Set
41
Banana Split
42
23 1/2oz
Tropical Glass 9 3/8"
43
12 oz
Fiesta Grande 6"
44
Mao Tai Glass
1260
45
10"
Abalone Dish 10"
160
160
46
9"
Abalone Dish 9"
120
120
47
16"
Lazy Susan ring 16"
36
36
48
32"
Lazy Susan Glass32"
36
36
49
42"
Lazy Susan Glass42"
10
10
50
20"
Lazy Susan ring 20"
12
12
51
Snack Bowl
52
6 1/2 oz
Round wine dessert 5 3/4"
53
6 1/2 oz
Foot Beverage 3 7/8"
54
17 oz
5118
Supreme 4 1/2"
55
65601
Punch Bowl Set
56
65606
Mug For Punch Bowl Set
57
Wine Decanter
58
Beer Mug 1202
59
60
61
62
15512
1965
719
15200
5317
30
1260
36
36
Giant Brandy Glaw 8"-10"
10
Ashtray
Salt Shaker
Pepper Shaker
63
Sugar Bowl
64
Toothpick Holder
65
Flower Vase (S)
66
Flower Vase (M)
795
5206
5143
10
Ite
m
Description
BQ.
Ch.320p
BQ.
W.270p
T.
Qty.
Chinaware
Flower Vase (S)
Flower Vase (M)
Ashtray
Toothpick Holder
Ashtray (M)
Salt Shaker (M)
Pepper Shaker (M)
10
Toothpick Holder (M)
11
Coffee Cup
1500
1500
12
Coffee Saucer
1080
1080
13
Demi Tasse Cup
14
Demi Tasse Saucer
15
Sugar Bowl
200
200
16
Creamer (L)
36
36
17
Creamer (M)
180
180
18
Creamer (S)
19
Butter Dish
300
300
20
B & B Plate
1200
1200
Dessert Plate
1800
1800
22
Salad Plate
400
400
23
Fish Plate
350
350
24
Dinner Plate
500
500
25
Soup Cup
500
500
26
Soup Saucer
450
450
27
7cm
Sauce Dish 7cm
300
300
28
Soya Dish
600
600
29
Tea Pot (M)
60
60
30
Tea Pot (s)
31
Coffee Pot (M)
60
60
32
Coffee Pot (S)
33
Egg Cup
36
36
34
Salad Bowl
300
300
35
Salad Bowl Saucer
280
280
36
Chopstick Stand
1000
1000
21
50
100
360
360
Salt Shaker
120
120
Pepper Shaker
120
120
30
60
50
30
Ite
m
Description
BQ.
Ch.320p
Par
Qty
BQ.
W.270p
Par
Qty
T.
Qty.
37
3 3/4 9.5cm
Shark's Fin Bowl
1600
1600
38
Chinese Spoon
1800
1800
39
Divided Dish
400
400
40
Chinese Tea Pot
160
160
41
Chinese Tea Cup
1600
1600
42
Chinese Tea Saucer
1200
1200
43
10cm
Deep Dish 10cm
600
600
44
4.5"
Rice Bowl 4.5"
45
5"
Noodle Bowl 5"
7"
Noodle Bowl 7"
47
8"
Noodle Bowl 8"
48
9"
Fruit Bowl 9"
49
7"
Fruit Bowl 7"
50
Soya Pot
80
80
51
Vinegar Pot
80
80
52
Show Plate 9"
120
120
Chicken Tray 12"
150
54
Chicken Sauce Dish
250
55
Boat Dish for Chicken
200
56
4"
Chicken Rice Bowl 4"
120
57
5"
Chicken Rice Bowl 5"
100
58
Chicken Rice Spoon
300
59
5"
Round Plate 5"
400
400
60
7"
Round Plate 7"
2600
2600
61
8"
Round Plate 8"
62
9"
Round Plate 9"
180
180
63
10"
Round Plate 10"
350
350
64
11"
Round Plate 11"
150
150
65
12"
Round Plate 12"
100
100
66
14"
Round Plate 14"
60
60
67
7"
Round Deep Plate7"
68
8"
Round Deep Plate8"
69
10"
Round Deep Plate10"
150
150
70
12"
Round Deep Plate12"
50
50
46
53
Ite
m
Description
BQ.
Ch.320p
Par
Qty
BQ.
W.270p
Par
Qty
T.
Qty.
71
14"
Round Deep Plate14"
60
60
72
16"
Round Deep Plate16"
60
60
73
9"
Round Plate W/rim 9"
74
10"
Round Plate w/rim10"
75
12"
Round Plate W/rim12"
76
13"
77
9"
Oval Plate 9"
78
10"
Oval Plate 10"
79
12"
Oval Plate 12"
120
120
80
14"
Oval Plate 14"
200
200
81
16"
Oval Plate 16"
80
80
82
18"
Oval Plate 18"
40
40
83
9"
Soup Casserole9"
200
200
84
10"
Soup Casserole10"
200
200
85
12"
Soup Casserole12"
40
40
86
4.5"
Soup Casserole4.5"
87
Soup Cup W/Lid
280
280
88
7"
Soup Casserole 7"
89
Clay Pot 4.5"
90
Clay Pot 7"
91
Clay Pot 8"
80
80
92
Clay Pot 10"
50
50
Ite
m
Description
Stainless
BQ.
Ch.320p
Par
Qty
BQ.
W.270p
Par
Qty
T.
Qty.
Dessert Knife
360
360
Dessert Fork
700
700
Dessert Spoon
480
480
Dinner Knife
360
360
Dinner Fork
360
360
B & B Knife
360
360
Demi Tasse Spoon
Ice Tea Spoon
30
30
10
Tea Spoon
800
800
11
Service Spoon
90
90
Service Fork
90
90
13
Fish Knife
240
240
14
Fish Fork
240
240
15
Steak Knife
16
Oyster Fork
17
Carving Fork
18
Carving Knife
19
Pastry Tong
40
40
20
Cake Server
40
40
21
Soup Spoon
360
360
22
Soup Ladle(L)
30
60
23
Soup Ladle(S)
24
Gravy Ladle
48
48
Water Pitcher
60
60
26
Ice Bucket w/tong
10
10
27
Wine Cooler
20
20
28
Stand for Wine Cooler
18
18
29
Wine Basket
20
20
30
Plate Cover
200
200
31
0.1 Lit
Sauce Boat 0.1 Lit
32
Sauce Boat (L)
40
40
33
Sauce Boat (S)
20
20
34
Tea Strainer w/ Stand
35
Table No Stand
30
40
12
25
30
10
Ite
m
Description
BQ.
Ch.320p
Par
Qty
BQ.
W.270p
Par
Qty
T.
Qty.
36
1)
Chafing dish R.T.
20
20
37
Insert (Full)700*435cm
30
30
38
1/2
Insert (half)
20
20
39
1/3
Insert (1/3)
18
18
40
Burner Holder
80
80
41
Elect. Heat. Elet.
Chafing dish R.T.
20
20
42
2)
43
Insert (Full)550*500cm
30
30
44
1/2
Insert (half)
16
16
45
Burner Holder
40
40
46
Elect. Heat. Elet.
Soup station(D)
47
3)
48
Tureen Pot 700*435cm
49
Adapting Lid
Elect. Heat. Elet.
Burner Holder
16
16
50
51
Soup station(S)
53
Tureen Pot 550*500cm
54
Adapting Lid
55
Burner Holder
12
12
56
Elect. Heat. Elet.
52
4)
Ite
m
Description
Silverware
BQ.
Ch.320p
Par
Qty
BQ.
W.270p
Par
Qty
T.
Qty.
Chopstick Stand
120
120
Soup Spoon
120
120
Far Dew Cup
150
150
Far Dew Pot
20
20
Finger Bowl
120
120
Finger Bowl Underliner
90
90
Shark's Fin Bowl 1pax
300
300
Shark's Fin Underliner
120
120
10
12
Shark's Fin Plate w/Cover

S.F
casserole
Holder
12pax
30
30
11
8-10
S.F. Cass Holder 8-10
12
4-6
S.F. Cass Holder 4-6
13
9"
Oval Plate Cover 9"
14
10"
Oval Plate Cover 10"
15
12"
16
14"
17
16"
18
18"
19
11"/9"
Oval Plate 11"/9"
20
13"/10"
Oval Plate 13"/10"
21
15"/12"
Oval Plate 15"/12"
22
17"/14"
Oval Plate 17"/14"
23
20"/16"
Oval Plate 20"/16"
24
22"/18"
Oval Plate 22"/18"
25
16"/18"
O. Plate Stand16"/18"
26
14"/16"
27
12"/14"
28
10"/12"
O. Plate Stand 10"/12"
29
9"/10"
O. Plate Stand 9"/10"
30
Toothpick Holder
12
12
31
6"
Round Cover 6"
32
7"
Round Cover 7"
33
8"
Round Cover 8"
34
9"
Round Cover 9"
35
10"
Round Cover 10"
Ite
m
Description
BQ.
Ch.320p
Par
Qty
BQ.
W.270p
Par
Qty
T.
Qty.
36
11"
Round Cover 11"
37
12"
Round Cover 12"
38
14"
Round Cover 14"
39
15"
Round Cover 15"
40
6"
Round Plate 6"
41
7"
Round Plate 7"
42
8"
Round Plate 8"
43
9"
Round Plate 9"
44
10"
Round Plate 10"
45
12"
Round Plate 12"
46
14"
Round Plate 14"
47
8"/10"
R. Plate Holder 8"/10"
48
9"/11"
49
10"/12"
50
12"/14"
51
14"/16"
52
5"
Sauce Dish 5"
110
110
53
6"
Sauce Dish 6"
54
10
55
Suckling Pig Platter

Fish Serving Knife &fork
& Tray
12
12
56
Towel Tray
120
120
57
Towel Basket
18
18
58
Towel Tong
20
20
59
Towel Box w/Tong
60
5" 58MMH
R. Dish Stand 5"
40
40
61
68MMH
Double Spacer Dish
20
20
62
78MMH
Pepper & Salt Shaker
12
12
63
L105xH70MM
Feast Card Clip
36
36
64
12
12
65
5" 125MMH
Soy Pot 107MMH

R. dish Stand 5" 125
MMH
30
30
66
Teapot Warmer
10
10
67
Portion Soup Warmer
68
Soup Ladle L
36
36
69
Soup Ladle S
70
Soup Ladle Stand
12
12
71
Casserole Holder L
72
Casserole Holder M
10
Ite
m
Description
BQ.
Ch.320p
Par
Qty
BQ.
W.270p
Par
Qty
73
Casserole Holder S
74
11"
Abalone Dish Holder 11"
75
13"
76
77
Abalone Dish Holder 13"

Winter melon Soup Holder
(L)
Winter melon Soup Holder
(S)
78
Dragon Boat L
79
Dragon Boat M
80
Turtle Stand
81
Crab Cracker
82
0.6 Lit
Thermo Pot Insulated 0.6
83
1.1 Lit
Thermo Pot Insulated 1.1
84
Cake Knife
T.
Qty.
Ite
m
Description
Others
BQ.
Ch.320p
Par
Qty
BQ.
W.270p
Par
Qty
T.
Qty.
Plastic Chopstick(pair)
2000
Wooden Chopstick (pair)
(VIP)
Chopstick(VIP)
140
Tea Trolley
Service Tray(Round)
50
4"
Wooden Stand 4"
4.5"
Wooden Stand 4.5"
3.5"
Wooden Stand 3.5"
3"
Wooden Stand 3"
10
Newspaper Stand
11
Partition (size)
12
Tray Stand
20
13
Umbrella Stand w/Knock
14
Sign Stand
Towel Warmer
16
Towel Warmer (L)
17
Linen Trolley
18
16"X22"
Square Tray 16"X22"
19
18"X24"
Square Tray 18"X24"
20
Electronic Warmer
21
Warmer for Trolley
22
Warmer(Local)
23
Pepper Mill
10
10
24
Ice ShovelL
25
Ice ShovelM
26
Bread Basket
60
60
27
Egg Trolley
28
Liquor Trolley
29
Cake Trolley
30
Carving Trolley
Service Trolley (R)
32
Telephone w/ Record
33
Service Trolley
34
Bill Folder
10
11
35
Sushi Board(M)
36
Sushi Board(L)
15
31
50
2000
140
8
20
6
30
30
50
12
12
Ite
m
Description
BQ.
Ch.320p
Par
Qty
BQ.
W.270p
Par
Qty
T.
Qty.
37
Salmon Board
38
Stanchion
10
10
39
40
Rope for Stanchion
10
10
41
Menu Display Stand
42
Paging Board
43
Time Clock
44
Grand Piano Set
Ite
m
Description
Barware
BQ.
Ch.320p
Par
Qty
BQ.
W.270p
Par
Qty
10
10
T.
Qty.
Can Opener
Cocktail Shaker(M)
Cocktail Shaker(L)
Bar Spoon
Ice Shovel
Ice Bucket
12
12
Punch
Punch Bowl
Jigger
Blander
10
Bar Mixer
11
Juice Machine
12
Orange Squeeze Machine
13
Bar Knife
10
10
14
Chopping Board
15
Trolley For Store Item
16
White Board
17
Notice Board
Bamboo Plate
19
Cigar Box
20
Cigar Knife
21
Cigar Scissors
22
Cigar Display Unit
23
Juice Decanter
24
Washing Machine
25
Glass Washing machine
26
Bottle Pourer
27
28
29
30
31
18
30
30
Ice Machine
Plate Warmer
Ite
m
Description
Banquet
BQ.
Ch.320p
Par
Qty
BQ.
W.270p
Par
Qty
36
36
100
100
T.
Qty.
Banquet Table (72x30")
IBM
IBM Table 72x15"
1/4
Quarter Table
Half Moon Table (60x30")

Round Table 6 for
12Pax
Round Table 5(for 10Pax)
2"
Round Table 2"
Banquet Chair
3"
Square Table 3"
10
Banquet Chair Trolley
11
12
13
14
44
20
500
500
Stage 2m x 1m)
Dancing Floor 8m x
8m
Stage Step (2)
Stage Step (3)
15
Dancing Floor Trolley
16
Food Warmer Trolley
17
Podium (Fribre Glass)
18
Microphone w/wire
19
Wireless mike
20
Collar mike
21
Cocktail Table
22
R. Ckt. Table 4"
10
10
23
R. Ckt. Table 3"
20
20
24
Sound System(set)
25
OHP w/stand
26
Screen (L)
27
Screen (M)
28
Slide Projector
29
OHP (Link w/computer)
30
Crescent
31
Poster Stand
32
Flip Chart
14
14
33
White Board(Movable)
34
Laser Pointer
35
Pointer(extensible)
36
Rail Hanger w/Wheel
44
20
Ite
m
Description
BQ.
Ch.320p
Par
Qty
BQ.
W.270p
Par
Qty
70
70
T.
Qty.
37
38
Skirting Hanger
Big
Screen
Projector
Set(Barco)
39
39"
39"T.V. Set
40
29"
29"T.V. Set
41
Video recorder/player
42
DVD
DVD Compact Set
Ite
m
Description
BQ.
Ch.320p
Par
Qty
BQ.
W.270p
Par
Qty
Chinaware (Food Street)
T.
Qty.
Flower Vase
Ashtray
Salt Shaker
Pepper Shaker
Toothpick Holder
7cm
Sauce Dish 7cm
Soya Dish
Shark's Fin Bowl
Chinese Spoon
10
Divided Dish
11
Chinese Tea Pot
12
Chinese Tea Cup
13
Chinese Tea Saucer
14
10cm
Deep Dish 10cm
15
4.5"
Rice Bowl 4.5"
16
5"
Noodle Bowl 5"
17
8"
Noodle Bowl 8"
18
5"
Round Plate 5"w/rim
19
7"
Round Plate 7"
20
8"
Round Plate 8"
21
Chopstick Stand
22
9"
Round Plate 9"
23
10"
Round Plate 10"
24
12"
Round Plate 12"
25
14"
Round Plate 14"
26
7"
Round Deep Plate7"
27
8"
Round Deep Plate8"
28
9"
Round Deep Plate9"
29
10"
Round Deep Plate10"
30
12"
Round Deep Plate12"
31
14"
Round Deep Plate14"
32
16"
Round Deep Plate16"
33
9"
Round Plate W/rim 9"
34
10"
Round Plate w/rim10"
35
12"
36
13"
Ite
m
Description
BQ.
Ch.320p
Par
Qty
BQ.
W.270p
Par
Qty
T.
Qty.
37
9"
Oval Plate 9"
38
10"
Oval Plate 10"
39
12"
Oval Plate 12"
40
14"
Oval Plate 14"
41
16"
Oval Plate 16"
42
18"
Oval Plate 18"
43
Soya Pot
44
Vinegar Pot
45
7"
Soup Casserole7"
46
9"
Soup Casserole 9"
47
11"
Soup Casserole11"
48
4.5"
Soup Casserole4.5"
49
Soup Cup W/Lid
50
Clay Pot 7"
51
Clay Pot 9"
52
Clay Pot 11"
53
Tea Cup Without Handle
54
Tea Saucer
55
Tea Cup Cover
21. EXIHIBITS
A. Menu covers:
A single folded menu with the Hotel corporate logo on it.
Size:
B. Menu insert:
Type written menu on the inserts depending on the menus selected by the guests. (Only set menu)
Size:

Manual BQT Manual

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Manual BQT Manual

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FOOD &BEVERAGE

INTRODUCTION TO THE MANUAL

Seven days a week

Service hours indefinite depending on guest's request.

3. BANQUET FUNCTION CATERGORY

DUTIES & RESPONSIBILITIES:

To develop and maintain the highest standard of service.

DUTIES & RESPONSIBILITIES:

DUTIES & RESPONSIBILITIES:

DUTIES & RESPONSIBILITIES:

DUTIES & RESPONSIBILITIES:

DUTIES & RESPONSIBILITIES:

6. SET UP FOR FUNCTIONS

b. Coffee Break station

Towel tray (Silverware)

Sets of salt & peppershaker

Sets of salt & peppershaker

Juice glass (for breakfast)

f. Cocktail (according to the menu and drink list)

7. SIDE STATION /BACK AREA

B For Chinese food function:

A For western food function:

Check trolley wheel monthly.

b. Polish dance floor after using.

9. SPECIFIC SILVERWARE FOR VIP FUNCTIONS

Round Plate Holder

Sauce Dish 5"

Far Dew Cup

Fish Serving Knife & fork & Tray

Far Dew Pot

R. Dish Stand 5"

Finger Bowl Underliner

Double Spacer Dish

Shark's Fin Bowl 1pax

Pepper & Salt Shaker

Oval Plate Cover

Feast Card Clip

Oval. Plate Stand

Soy Pot 107MMH

R. Dish Stand 5" 125 MMH

Round plate Cover

Dragon Boat (L)

Sauce Dish 6"

Soup Ladle (L)

Suckling Pig Platter

11. EVENT ORDER

11. MENU GUIDELINE

All cash are in RMB currency.

b) Credit or Company check

The Banquet accepts both credit and company check.

13. CLEANING AND SIDE WORK PROCEDURE

Vacuuming of all function rooms, corridors and Ballroom Foyer.

Shampooing of all carpets. (Depends on usage)

Cleaning of net curtain.

Major inventory of equipment & FF&E.

Checking and repairing (if necessary) function room partitions.

General - Whenever required

15. BANQUET SERVICE MANING GUIDELINE

Chinese function /Wedding (set menu)

D. Western function (set menu)

E. Western function (set menu)

F. Western function (buffet)

STANDARD & VIP