1、OPENING MANUALFOOD AND BEVERAGEACCOR HOTELS20. INTRODUCTIONThis manual is intended as a reminder and check list for the many tasks and actions required to successfully open an ACCOR Hotel, and when presented or used at this infant stage of an hotels development should not be construed as a complete
2、and entire manual of the tasks to be done.Each Hotel is unique and as the current project develops the information within this manual should dramatically change, becoming more accurate and definitive, so as to meet the specific requirements of the project and location, it should be seen as a base fr
3、om which to begBRIEF DIVISION HEAD1.1 Project in General1.1.1 General Discussion on Owning Company and management Agreement.1.1.2 Discussion of any Project, Site or Location idiosyncrasies1.1.3 Progress on Construction and possible Opening Dates.Progress reports from Project Manager and Construction
4、 ContractorFeasibility studyBlue prints and Plans.Temporary site office.Review power of attorney for bank signaturesReview owning companyHotel agreement as it pertains to Co-Owners.Owning Companys organization chart.Internal Owner relations.Name, Address and Telephone #s of Board Members.Equity posi
5、tion of Owners.Capital expense Budget and approval procedures.Any special agreements and/or understanding with the Owning Company.Board Meeting timetable.Review of last Board Meeting minutsEstablish a date to meet the Board and Owning Company employees on site.Goals and Incentive Plan.Recommendation
6、s for the Hotel Lawyer and Auditor.Administrative calendar for the Hotel.Pre-opening manual for Food & BeverageACCOR hotels32.0 FOOD AND BEVERAGE2.1 Potential candidates for the position of assist Director of Food and Beverage.Discuss potential candidates for the position of Executive Chef and any b
7、ackground requirement.Review Pre-opening staffing scheduleReview competition situation for Food and Beverage outlets:Competitor analysis.Suggestions for Hotels Food and Beverage outlets.Employee recruitment.Competitors salary scale and impact on recruitment.Casual labor availability.Merchandising me
8、thods of the competition.“Live” Entertainment programs used by the competition.Availability of local food and beverage products.Known competitive food and beverage costs and expenses.Review Hotel plans and blueprints for Food and Beverage areas:Kitchen layout.Concept vision of Project and Design tea
9、ms.Service and traffic patterns in restaurants.Cashier location and procedures.Food storage locations.Beverage storage locations.Review Food and Beverage outlets:Location.Decoration.Space and seating capacity.Potential hours of operation.Review potential market for each outlet.Total potential.Which
10、segment should be targeted?Any special marketing and/or merchandising considerations.i. Equipment for each outlet.j. Outlet menus:Menus of local competition.Competitive pricing structures.Special menu requirements.Co-ordination of menus design by Graphic Designer.Schedule of printing contract.Any Ge
11、neric menu requirements i.e.: content or design?Guest check presentation.Doorknob and Room Service menus.4Goals and Objectives:Goals and Objectives for the Pre-opening period.Four year plan of objectives.Marketing Plan.Food and Beverage Marketing:a. External promotional merchandising.b. Internal pro
12、motional merchandising.Known successful advertising campaigns.Public Relations campaigns.Competitive trends.Sales organization for the Food and Beverage department.Entertainment:Possible joint entertainment programs.Local Agents.c.Sponsorship potentials.Mini Bars:Equipment supplied in the Guest Room
13、s.Storage facilities.Control programs.V.I.P. Amenities2.12 Banquets:Menus.Brochure and sales presentation kits.Office location and set-up.Sales and catering software programs.Equipment requirements.Availability of casual staff.Purchasing of Food and Beverages:Any import restrictions.China and glassw
14、are availability.Local linen supplies.d. Quality and availability of local products.Pre-opening manual for Food & BeverageACCOR hotels5Employee cafeteria:a. Recommendations for Hotel policy on employee mealsb. Location, design and decoration.c. Food quality control.d.Kitchens:Organization chart.Equi
15、pment layout and workflow.Kitchen storage facilities.Fire control systems.Stewarding:a. Organization chart.b. Location of department.c. Contract cleaning programs.d. Pest control.e. Local health regulations.Room Service:a. Location and layout of the kitchen.b. Order takers office.c. Possible congest
16、ion and storage facilities for trolleys, hot boxes and tray set-ups.3.0 PRE-OPENING TASK ASSIGNMENT CHECK LISTThe purpose of this check list is to assign each department all necessary tasks to ensure the successful preparation for the opening of the hotel and that are completed on time. The Executiv
17、e for each Department should be the person responsible for the appropriate checklist and the formulation of the critical path.The following checklists are to be considered as a guideline for the formulation of the critical path. The following checklists are to be considered as a guideline for the fo
18、rmulation of the critical path and more detailed checklist should be developed for each department concerned.Action by Starting date Completion date3.1 Food and Beveragea. F&B manager or director starting date6b. Finalize restaurant opening datec. Coordinate take over dated. Formulate FF&E liste. Fo
19、rmulate organization chartf. Verification of plansg. Verification of equipment listh. Establish F&B officei. Formulate F&B conceptj. Executive starting datek. Staff canteen startl. Recruitment of general staffm. Hiring schedulen. Manning guideo. Pay scalesp. Job descriptionsq. Operation manual per o
20、utletr. Menu draftss. Drink listt. Market researchu. Operating equipment listv. Kitchen equipment listw. Memo art workx. Restaurants namesy. Restaurants logosz. Menu printingaa. Pricing and costingbb. Organization chartcc. Advertising needdd. Banquet brochure ee. Banquet menusff. Canteen proceduresg
21、g. Revision of F&B budgethh. Training programii. Training schedulejj. F&B product standardskk. F&B service standardsAction by Starting date Completion datell. List of formsmm. Procedures for costingnn. Cleaning schedulesoo. Pest controlpp. Specification linenqq. Mini barrr. Table to presentationss.
22、Banquet contractorPre-opening manual for Food & BeverageACCOR hotels7tt. Promotional calendaruu. Operating hoursvv. tart F&B meetingww. Recipes cardsxx. Photo displaysyy. Outlets work scheduleszz. Fire drillaaa. Outlets final layoutsbbb. Market analysis for banquetccc. Competition analysis banquetdd
23、d. Recruit pastry chefeee. Establish suppliers listfff. Produce list of all guest collateral materialggg. Banquet sales policyhhh. Health board regulationsiii. Uniforms presentationjjj. Uniform countkkk. Selection entertainerslll. Finalize program for opening partiesmmm. Prepare and approve rosters
24、for F&B outletsnnn. Opening action planooo. F&B marketing plan3.2 Project CompletionThis segment of the critical path opening plan, consists I listing all the physical areas under construction that can be monitored on a weekly basis, on the progress report. All items mentioned on this section should
25、 be similar to the one mentioned of the progress reportExample:Executive officeAccounting officeGeneral storeSteward storeStaff canteenGuest rooms 16/FAll the mentioned areas should mention the starting date of the monitoring of the status of the project and the projected completion and hand over da
26、tes.84.0 FORMULATE CRITICAL PATHThe Data formulated in the Tasks Assignment Check List is to be used as the base for the formulation of the “Critical Path” report.The first thing to establish is the Opening date of the Hotel.Secondly, the Hand over schedule for each area of the Hotel should be final
27、ized in conjunction with the Project Team.Thirdly, the data from the tasks assignment check list is transferred into the critical path with reference to the hand over of each area and ultimately the opening date.Formulate a Grid sheet which contains all the critical path with a section for each depa
28、rtment using the legends of: Starting Date Progress Delay Completion Date Late Completion Opening DateAll tasks should be monitored and updated weekly with a review meeting for all concerned.Whilst this may seem a tedious and time consuming exercise it will ensure that each area of the Hotel is full
29、y ready to be Operational on the Opening Date.Note: The Critical Path should be formulated in a Data Base Software format as per the example attached to allow the efficient, Any Date Order, or Person Responsible, Sorting.FORMULATION OF HAND OVER SCHEDULE PER AREAThe fist type of hand-over schedule s
30、hould be formulated for the hand over of the rooms.all floor number to be placed in sequencethe term project means date stipulated by project for completion of the mentioned floor.Actual means date that the operator guide realistic for completion of the project after careful analysis of date availab
31、le.Next step is type of room or suites located on that floor.Total means total of ro9oms located and available on that floor at the projected date.Pre-opening manual for Food & BeverageACCOR hotels9Example: if you look at the attached sample the forecasted hand-over on the 1st on June should be as s
32、uch.90 twin doubles263 kings1 royal suite5 special suites14 tourelle suitesas you can see this type of hand over is a precise tool, that is essential to the sales department, and for the planning of the rooms division department.The second type of hand over schedule is a hand-over organization chart
33、All physically related areas to the construction of the hotel should be placed in sequence.The floor location should be mentionedThe forecasted date of hand over by project department should be mentioned.Soft opening date to be mentionedGrand opening date to be mentionedThis should be the first and
34、original hand over scheduleAs soon as the new hand over date is formulated for specific areas, the mentioned extension of date should be formulated in colors.6.0 LIST OF PRE-OPENING REPORTS AND MEETINGS Weekly critical path meeting minutesWeekly hand over meeting minutes with contractorsOperational
35、meeting weekly minutesDesign and printing weekly minutesF&B weekly meetings minutesMonthly progress reportWeekly minutes of opening ceremony meetingWeekly minutes of sales departmentMonthly sales report to corporate officeWeekly forecast meetingWeekly minutes of purchasing departmentMonthly pre-open
36、ing delivery scheduleWeekly minutes of accounting departmentMonthly controllers report to corporate officeMonthly reports to corporate office should include the following topics- Overview of progress of project- F&B report- Purchasing /versus budget- Financial10- Engineering- Sales- Rooms department
37、- P.R.Monthly design meeting with designerPost opening weekly defects meeting7.0 MONTHLY PROGRESS REPORTThe monthly progress report should be formulated by the hotel project Manager/Engineering team. The chief engineer is responsible for the formulation, of the data and he should be precise as much
38、as possible when doing this progress evaluation.all areas under construction will have to be evaluated on their construction progress on a percentage basis.Each area with percentage construction progress should be reinforced by some commentsThe first section of the report consists of the facts and c
39、omments to justify all the % mentioned per areas.The second part of the report consists of a grid, that gives an overall site evaluation in percentage. All areas have to be listed in sequence then rated in a % construction progress.POLICIES AND PROCEDURES8.1 Food and Beverage administrationGeneral c
40、onceptConcept statementsOrganization chartsOutlet operating hoursDepartmental morning briefingFood & beverage meetingStore requisitionFood & beverage transfersFood & beverage inventoryF&B food controlEntertainment & entertainersEntertainment agreementLinenPre-opening manual for Food & BeverageACCOR
41、hotels11Flower ordering & storingOffice FF&E Reporting to workUniformsGrooming and personal hygieneVacationsAnnual performance appraisalProbation period appraisalBudgetingFinancial forecast reviewEntertainment checksLost checksMeal couponsComp. Meal vouchers and bev. CouponsCash handlingCost control
42、 reportProfit & loss reportStaff clock in reportDaily revenue reportFood accounting procedureBeverage accounting procedureCredit facilities for VIP and othersDuty F&B managerHealth inspectionsKitchenConcept statements Organization chartsSatellite kitchen organizationFood handlingFood preparationBact
43、eria & toxin descriptionBacteria & toxin preventionFood poisoningStorage & stock rotationPersonal hygieneGrooming & uniformsFood transportationEquipment sanitationVacuum packing12Morning briefingReporting to workPerformance evaluation8.3 Food and Beverage outlets- Concept statements- Organization ch
44、arts- Service concept- Beverage department organization- Outlet opening- Mise en place- Outlet closing- Table set-up reservation taking- Equipment cleaning- Buffet set-up- Children service- General service sequence- Greeting guests upon arrival- Menu presentation- Food order taking- Beverage order t
45、aking- Wine order taking- Selling by recommendation- Carrying food from the kitchen- Carrying beverages from the bar- Food service- Beverage service- Wine service- Buffet service- Coffee and tea service- Table clearing- Guest farewell greetings8.4 Banquet- Banquet sales correspondence- Banquet sales
46、 appointments- Banquet sales planning- Banquet sales reports- Banquet sales meetings- Cocktail & reception packages- Banquet buffets- General service sequencePre-opening manual for Food & BeverageACCOR hotels13- Service sequence briefing- Guest welcome- Banquet checklists- Beverage service- Back of
47、house organization- Equipment storage- Bar equipment- Menu engineering & cost control- Buffet control- Bill preparation & settlement- Banquet log book- Banquet revenue reports- Banquet event orders- Banquet rental- Casual labor8.5 Service- Mise en place- Door knob menu sequence- Order taking- Sellin
48、g by recommendation- Carrying food from the kitchen- Food service- Beverage service- Breakfast service- Tray/trolley removal- Delivery time- Room service equipment- Billing- Log book & revenue report- Product knowledge8.6 Pool Service- General concept- Pool area cleaning- Furniture set-up- Guest reg
49、istration- General service sequence- Bar service equipment8.7 Stewarding- General organization- Hygiene14- Dishwashers- Pot washing- Silver polishing- Garbage collection- Garbage area cleaning- Receiving area cleaning- Kitchen equipment cleaning- Machinery cleaning- Grease trap cleaning- Floor cleaning- Pest control- Public area cleaning- Night cleaningOPERATIONAL CHECK LIST, ON SITE PREPARATIONLegala. appoint local lawyerb. verify and obtain operating licenses for:- Hotel- Food outlets- Beverage outlets (liquor license)- Entertainment - Pool- Park
