STANDARD OPERATING PROCEDURES

STANDARD OPERATING
PROCEDURES
CONTENTS
T he standards contained in this
GENERAL
book are recommended for all
#1 Revenue Handling
MHRS Full Service Hotels.
#2 Accounting Food and Beverage Control Review
They should be implemented in
#3 Restaurant/Bar Staffing
conjunction with the MHRS
#4 Food Safety Standards

Service Standards Manuals and #5 Uniform Standards

the New Hire Training Books. #6 OPEN

For each standard there is an #7 Printed Materials & Menu Development

objective and generally a list of

#8 Expeditor

#9 OPEN
additional resources and
#11 Obtaining and Responding to Customer Feedback
contacts to give further
#12 OPEN
guidance on performance
#13 Statistical Data and Record Keeping
expectations.
#14 Renovations after Hotel Acquisitions

#15 F&B Discount Card Program

#16 F&B Outlet & Kitchen Redesign

#17 Food and Beverage Essential Controls Checklist

NOTE -
#18 Service Diagnostic Shopping Service
Properties who have implemented
Project Mercury Guidelines, may #19 Americans with Disabilities Act
have updated accounting procedures,
see Accounting Standard Operating #20 New Hire Training
Procedures for clarification.
#21 Management Training
STANDARD OPERATING PROCEDURES

STANDARD OPERATING
PROCEDURES
CONTENTS
GENERAL Cont.

#22 Departmental Trainers

#23 Task Force

#24 F&B Signage

#25 Telephone Procedures

#26 Restaurant/Room Service Gratuity/Service Charge

#27 Corporate Programs

STANDARD OPERATING PROCEDURES General #1

REVENUE HANDLING

MINIMUM STANDARDS
SALES

. All F&B outlets have control systems in place to

ensure adequate sales records

. All F&B outlet sales are recorded through

OBJECTIVE designated Point of Sale (POS) equipment

To provide accounting . POS is programmed with prices that agree with

standards for controlling menus. Access to update prices is limited to
authorized personnel only. (Property to develop
all aspects of Food and
LSOP on authorized associates)
Beverage revenue.
. Hotel has LSOP on following:

Associate bank procedures and cash

drop

Coupon Control Procedures

. All discounts are documented and accounted for.

Manager/Supervisor authorizes all discounts at the
time they occur

. “No Sales” and “voids” are monitored. LSOP

developed indicating acceptable levels

. All POS Manager functions are locked

. Associates do not add gratuities to guest checks or

alter guest checks in any way

. Property has an LSOP on gratuity policy for large

groups

. Property has LSOP for additional check control in

restaurants serving buffets
STANDARD OPERATING PROCEDURES General #1

REVENUE HANDLING - Cont.

VOIDED CHECKS

. The Outlet Manager or Supervisor on duty approves

and signs all voids at the time they occur. An
explanation is clearly written on the check and
accompanied by a guest response form. Register
keys are controlled and safeguarded

WALK OUT CHECKS

. When a walk out occurs, "walk out" is written on

the back of the check along with an explanation of
the circumstances

. Walk out checks are signed by the manager and the

server involved. Note - when using a central cashier
system, both server and cashier must sign

. LSOP has been developed on disciplinary action for

walk out

. Walk out checks are charged to the department at

face value. No gratuity is applied

. All restaurants maintain a "walk out log"

CHECK AUDITING

. Accounting conducts spot checks on restaurant,

room service and bar checks for proper approval on
voids and errors in totaling or pre-ring

OPEN CHECKS

. Open check report from the POS are reviewed

regularly to ensure all guest checks are closed
within a reasonable time. LSOP is developed by
property to determine what time frame is
considered reasonable
STANDARD OPERATING PROCEDURES General #1

REVENUE HANDLING - Cont.

CASHIERS

RESPONSIBLE FOR :

. Correct handling of guest checks

. Verifying room charges for hotel credit through the

P.O.S system

. WALK OUTS. When a guest is served and leaves the

outlet before the check is presented or collected

. INCORRECTLY PRICED CHECKS. When a guest is

incorrectly charged (small instead of large juice,
house instead of premium brand, etc.)

. OVER/SHORT CHECKS. When a guest is overcharged or

if all money due is not collected; e.g. presenting
the wrong check or allowing a CIA charge to a
room charge or mishandling a credit card

. CASH OVER/SHORT. When cash deposit is more or less

than the POS reading

SAFEGUARDS

. Managers/Supervisors are responsible for taking

shift-end readings and verifying cashier banks and
deposits

. All cash deposit drops are on a blind basis and all

associates handling cash prepare a deposit

. Two signatures are required on a cash drop

. Manager/Supervisor or Security escorts cashiers to

the drop safe, witnesses the deposit drop and signs
the drop log

. Property has LSOP on theft/robbery procedures

. Property has LSOP on "Cash In Advance" controls

. Cash In Advance lists are issued and posted daily or

are available through POS

. Credit card cancellation lists are current and

accessible to the servers or available through the
credit card approval system
STANDARD OPERATING PROCEDURES General #1

REVENUE HANDLING - Cont.

CASH OVERAGES/SHORTAGES

. Accounting audits deposit envelopes and cashier

paperwork for cash overages/shortages daily

. Discrepancy reports are distributed to Director of

Finance, Food and Beverage Director and
appropriate department heads

. Department heads are responsible for written follow

up on over/short in their department on a daily
basis

. Cashiers with excessive overages/shortages receive

progressive disciplinary action. Level of excess is
defined by an LSOP

CASH DRAWERS

. When more than one cashier or bartender work out

of the same POS machine, each has an individual
total key and an individual cash drawer to keep
sales and money separate

. Cash drawers remain closed unless being used for a

transaction

. All cash transactions are placed immediately into

the cash drawer

. Tips are not kept in the cash drawer

BEVERAGE SPECIFIC

. All drinks are rung up immediately after the order is

served

. Property has LSOP on running tabs

. If tabs are permitted, they are documented on a

check, and closed out by presenting the check to
the guest for payment

. Gratuity containers are placed out of public view

STANDARD OPERATING PROCEDURES General #1

REVENUE HANDLING - Cont.

SHOPPING SERVICES

. See General SOP #18 and Accounting SOP's

CATERING SPECIFIC ISSUES

. All advance deposits and payments are handled by

accounting and the catering/event manager
responsible for the group

. Day of function payments are paid at the front desk

with the banquet captain/manager

. Cash Bars receive hourly pick-ups of cash. LSOP is

developed on the maximum amount held in each
cash drawer before a pick-up is necessary

See also:

Room Service & Restaurant SOP # 1

General SOP # 18
General SOP # 26
Accounting SOP's
LSOP Cash Handling
STANDARD OPERATING PROCEDURES
ACCOUNTING FOOD AND
BEVERAGE CONTROL REVIEW
OBJECTIVE
To ensure that correct
purchasing/receiving/
accounting procedures
are followed in all Food
and Beverage areas.
*International markets where contract
vendors are not established, the hotel
should maximize purchasing volume
through quarterly price negotiation.
General #2
MINIMUM STANDARDS
. The Audit is performed by General Manager, F&B
Director, Director of Finance and Executive Chef
PURCHASING AND RECEIVING
(FOOD, BEVERAGE , CONTROLLABLES)
. Purchases are made from established contract
vendors. Participation percentage is 100%*
. Purchasing agents receive or check all deliveries
. Updated purchasing manuals are available
. All products are weighed against invoice
. Quantities and prices are checked against purchase
log, purchase order, vendor price list, etc.-
whichever applies
. Invoices are checked for accuracy by the receiver
and double-checked by department manager
. All food is purchased in accordance with the
Marriott Food Safety Standards
. Invoices are reconciled to accounting records each
period
. At period end, a list of services/purchases received
but unbilled, is submitted to accounting for accrual
STANDARD OPERATING PROCEDURES General #2

ACCOUNTING FOOD AND

BEVERAGE CONTROL REVIEW
STORAGE
(FOOD, BEVERAGE, CONTROLLABLES)

. Access is restricted to all storage areas at all times

. All storage areas are locked when unattended and

are checked by night security

. A list of personnel with keys to storage areas is

posted in the general vicinity of designated storage
areas

. Food is dated and rotated

. Refrigerators and freezers are maintained at correct

temperature readings (See also Engineering SOP’s)

. Steaks/high-cost food items (shark fin, saffron,

lobster tails items are stored in locked cabinets.
Usage is logged and checked against sales reports

. Reasonable pars for all inventories are established,

with amounts on hand corresponding to pars

. Physical inventories are taken period end/quarter

end or in accordance with accounting SOPs along
with Accounting's participation

. Perpetual beverage inventory is maintained

ISSUES
(FOOD AND BEVERAGE)

. Food issues from main storeroom are controlled

with adequate requisition system

. Issues are made only during established storeroom

hours

. Un-opened items are returned to storeroom

. Beverage storeroom operation complies with all

federal, state and local laws
STANDARD OPERATING PROCEDURES General #2

ACCOUNTING FOOD AND

BEVERAGE CONTROL REVIEW
PRODUCTION

. ChefTec recipes, Use Records and production charts

are used at work stations

. Managers are required to instruct production

personnel directly about production quantities

. Production quantities are based on sales forecasts

. Actual sales are compared to forecasted sales each

week

. Leftovers are held to a minimum

. The following control charts are used:

Daily production chart
Roast meat chart
Steak/key entree control chart

. Accounting reconciles steak and roast meat charts

each period and notifies management of
discrepancies

SERVICE AND GUEST CHECK CONTROL

(RESTAURANTS)

. POS print outs are needed to obtain food from

kitchen - no check, no food!

. POS print outs are defaced by kitchen to prevent

re-use

. POS machines are programmed with correct prices

by authorized associates

. Managers alone authorize voids

. Servers/Cashiers verify the room number through

the POS system for all room charges

. A shopping service is used regularly and findings

are followed up by management
STANDARD OPERATING PROCEDURES General #2

ACCOUNTING FOOD AND

BEVERAGE CONTROL REVIEW
ROOM SERVICE

. Sales are rung up before orders are given to

servers

. Room service bar checks include guest room

number

CASHIERING AND DEPOSIT CONTROL

(ALL OUTLETS)

. Cash in Advance (CIA) lists are issued and posted

daily

. Credit card cancellation lists are current and used

by servers

. Guest charge checks are sent to Front Desk

promptly for posting (in manual posting situations)

. Drop safes are used where intake of cash is

significant

. Register keys are controlled by management

. POS machine readings are taken by management

and retained until deposits are prepared

. Self-cashiering servers are required to prepare tally

sheets; have management verify their deposits and
banks

. A manager or security officer escorts cashiers to

drop safe, witnesses deposit drop and signs drop
log

. Managers receive cashier over/short and procedure

discrepancy reports daily from controller's office
and take corrective action where necessary

BEVERAGE CONTROL (LOUNGES/BARS/CATERING)

. Bartenders and servers use a lock box to deposit

hard copy cash checks

. Servers/cashiers pre-ring drink orders

STANDARD OPERATING PROCEDURES General #2

ACCOUNTING FOOD AND

BEVERAGE CONTROL REVIEW
. Posted bar pars match pars on file in accounting

. Beverage sale potentials are established

. Non-removable bottle stickers are used

. Bars and storage area are controlled by

management

. Requisitions are made in writing and immediately

posted to perpetual inventory records

. All issues are made on a full for empty basis

. All empties are promptly broken; breaking is

witnessed by management at the end of shift

. Ten items in beverage storeroom are test counted

per period and counts compared to balance in
perpetual inventory records

. Five items at each bar are test counted per period

to ensure that counts agree with established bar
pars

See also:

General SOP # 4
General SOP # 18
STANDARD OPERATING PROCEDURES General #3

RESTAURANT/BAR STAFFING

MINIMUM STANDARDS
. Schedule is prepared according to forecast; forecast
is critiqued weekly

. Stations are assigned as follows during peak

periods:
OBJECTIVE
Bars
To establish guidelines 18 - 24 seats (cocktails only)
for restaurants, bars and 16 - 20 seats (cocktails with food)
lounges for scheduling Restaurants
associates to ensure 16 - 20 seats (with buffet)
consistent, attentive 12 - 16 seats (without buffet)
guest service is provided 20 - 24 seats (buffet only)
and excess staffing is
. Minimum staffing guideilnes are developed for each
avoided.
outlet and meal period based on forecasted
customer counts to provide good service

. Weekly schedules are developed based on guest

flow, job descriptions, complexity of menu and past
history
STANDARD OPERATING PROCEDURES General #4

FOOD SAFETY
STANDARDS
MINIMUM STANDARDS
. Local health laws that exceed current Marriott
requirements are enforced, however, appropriate
documentation must be received by Food and
Beverage/Operations Director in writing from the
local board of health
OBJECTIVE
. All properties are in FULL compliance with ALL
To enforce the highest standards as outlined in the 39 point checklist self
standards of sanitation in inspection program
every Food and Beverage
. The 39-point checklist self-inspection program
area. relating to food safety is completed monthly by the
Food and Beverage/Operations Director, Executive
Chef, Chief Engineer and/or Executive Steward (See
Appendix)

. Completed self inspection checklists are kept on file

and accessible for 12 months
* An LSOP is established in areas
. Most recent SGS audit (SGS, Internal Audits and
where a “Marriott” approved
Health Department) are on file and available for
program is not available
inspection at all times with deficiencies corrected

. General Manager and Director of Finance together

with the Food and Beverage Director and the
Executive Chef conduct a quarterly inspection based
on the internal audit standards (See Accounting
SOP)

. All new culinary associates complete "Great Food

Safe Food" Training within the first 60 days
(International properties to follow local guidelines)

. All required hotel associates (see 39 point checklist

audit for guidelines) are certified by a Marriott
approved Food Safety Program*. Certification is no
more than three years old. Certificates are on file
and accessible

. All hotels adhere to the banned products list

. All hotels adhere to the mandatory product list

. If a foodborne illness breakout occurs, the hotel

follows the Marriott International Foodborne Illness
STANDARD OPERATING PROCEDURES General #4

FOOD SAFETY
STANDARDS - Cont.
RESTAURANTS/ROOM SERVICE

. All areas have documented daily and weekly

cleaning schedules, a copy of which should be kept
in the outlet

. Outlets comply with the 39 point checklist where

appropriate

BEVERAGE

. Draft beer lines are cleaned every two weeks at a

minimum or according to local health regulations if
they require greater frequency

. All beverage areas have documented daily and

weekly cleaning schedules, a copy of which should
be kept in the bar

. Bars and Lounges comply with the 39 point

checklist where appropriate

See also:

HACCP Manual
39 Point Checklist
39 Point Checklist Guidelines
Great Food Safe Food Video and Workbook
Local Health Department Regulations
STANDARD OPERATING PROCEDURES General #5

UNIFORM STANDARDS

MINIMUM STANDARDS
. All associates comply with the general appearance
and personal hygiene guidelines listed in the
associate handbook

. Hotel to develop LSOP to ensure the uniform and

OBJECTIVE appearance of associates are reflective of the
concept and environment
To provide standards for
the design, selection and . LSOP to be developed on male/female footwear
that meets safety standards
control of associate
uniforms to ensure that . Only complete approved uniform to be worn
all associates are
comfortable and project . Branded Restaurant concepts may not deviate from
an appropriate, the corporate approved uniform standard
professional image. . Hair must be cut short, or if touching the shoulder,
tied back

. Uniforms are controlled through documented

issuing procedure

. Human Resources assists (in accordance with local

law) in ensuring that terminated associates return
uniforms

See Also:

Approved Purveyors
F&B Purchasing Manual
Hotel Procurement
LSOP
Associate Handbook
Concept Material Cost Worksheet
STANDARD OPERATING PROCEDURES General #7

PRINTED MATERIALS AND

MENU DEVELOPMENT
MINIMUM STANDARDS
. All Food and Beverage outlets have professionally
designed menu/wine list or menu/wine list covers
and inserts

. All printed materials have the appropriate logo and

OBJECTIVE copyright marks

To provide standards for . All printed materials have minimum 12 point

menu development to typeface and 14 point script for legibility
ensure that all food and . Menus are date coded in bottom right hand corner
beverage operations of backpage (0108 for August 2001)
offer attractive, truthful
and professionally . Menus comply with federal truth in menu guidelines
designed collateral that . Menus are grammatically correct
projects a positive image
of quality and value to . Menus have no handwritten additions
the guest.
. Menus have no photocopied additions

. Menus are reviewed and updated annually

(minimum) to incorporate customer preference,
food trends, regionality, competitive pricing and
meet brand objectives

. All menu items including "specials" are documented

in the approved use record format and correctly
costed

. Pricing is consistent throughout the hotel for similar

items with similar service levels

. Pricing in branded concept restaurants is within the

price ranges published in the implementation
packages

. Kids’ menus are available in all three meal a day

restaurants to guests 12 years of age and under

. Kids’ menu package includes the following

elements: placemat menu, activity, crayons and
non-breakable cup
STANDARD OPERATING PROCEDURES General #7

PRINTED MATERIALS AND

MENU DEVELOPMENT - Cont
. Any independently developed kids’ program offered
by the property includes a menu, cup and a
childrens activity as required elements

. For kids’ programs, a child is defined as anyone 12

years of age and under

ROOM SERVICE

. Room Service menus are printed in the standard

room directory format or in the accompanying
Dining Guide format, according to design guide
specifications (available through AS Hospitality)

. Room Service menus include a phrase on every

page stating the nature and percentage of the
gratuity/service charge and should explain that
current sales tax will be applied

. The Corporate doorknob menu is a minimum

standard

. The Corporate tray liner is a minimum standard

. Room Service menus include a kids’ menu section

under the “All Day” section

RESTAURANT MENUS

. All restaurant menus, tent cards and posters are

clean, in presentable condition and professionally
printed

. Only one tent card per table representing the

current promotion

. For menu development guideline see

Restaurant/Room Service SOP # 8

LOBBY POSTERS

. Lobby posters are professionally produced, framed

and correctly hung

BARS & LOUNGES

. All bar menus/table tents and promotional posters

are in good condition and professionally produced

. Pricing follows Gold Standard pricing guidelines

STANDARD OPERATING PROCEDURES General #7

PRINTED MATERIALS AND

MENU DEVELOPMENT - Cont.
See also:

SOP governing correct use of Company Logo

Concept implementation packages
Gold Standard Guidebook
Culinary SOP # 2
Culinary SOP # 3
Restaurant & Room Service # 6
Restaurant & Room Service # 7
Restaurant & Room Service # 8
www.goldstandardbrands.com
STANDARD OPERATING PROCEDURES
EXPEDITOR
OBJECTIVE
To organize the process
of service in the kitchen
pick-up area, to maintain
consistency, quality,
integrity of food
presentation and ensure
quick service of food to
guests according to
company procedures.
General #9
MINIMUM STANDARDS
. The expeditor:
Enforces cook times
Ensures portions and plate presentations
correspond with documented use records
Ensures that the food quality is maintained
. An expeditor is scheduled to cover all peak meal
periods
. LSOP developed defining peak meal periods
. The expeditor is a certified food handler according
to approved program
. Copies of use records are provided at the expeditor
station to ensure consistency
. Any returned food is given back to the kitchen via
the expeditor, who requests any replacement item
and completes any necessary documentation
STANDARD OPERATING PROCEDURES General #11

OBTAINING AND RESPONDING

TO CUSTOMER FEEDBACK
MINIMUM STANDARDS
. All management and associates are trained on the
Guest Response Program

. Managers are visible on the floor during peak meal

periods
OBJECTIVE
. Key culinary staff walk through the restaurant every
To provide standards for day
training and systems for . All associates are trained in the L.E.A.R.N. process
guest response that
ensure that all guest . Current GSS report information is posted in each
challenges are dealt with outlet and explained to associates
in an efficient manner at
. All outlets have a system available to solicit guest
the earliest opportunity comments (i.e. comment cards)
and that guests are more
than satisfied with the
result.
See also:

Guest Response Program

Guest Satisfaction Reports
Comment Cards
Shoppers Reports
Meeting Planners Survey
NGS Captains Reports
Front Office Manager
Resident Manager
General Manager
Catering/Event Managers
STANDARD OPERATING PROCEDURES
STATISTICAL DATA AND
RECORD KEEPING
MINIMUM STANDARDS
. Properties maintain the following minimum records:
OBJECTIVE
To establish responsibility
for compiling various Food
and Beverage statistics
through accurate record
keeping.
General #13
Menu counts for each meal period for a
minimum of one full year (holiday menu
counts for three years)
Taste panel reports one full period (month)
Customer/trip counts daily (See LSOP)
Associate work schedules (See HR SOPS)
Bar pars (current)
Beverage requisitions (two periods)
Bar inventory records (one year)
Beverage Storeroom perpetual inventory cards
(one year)
Controllables pars (current)
SGS Audit (current)
39 point checklist self inspection
(12 months)
SGS Audit (most recent)
Food Production Audit checklist
(12 months)
Shellfish Source Tags (180 days)
STANDARD OPERATING PROCEDURES General #14

R E N O VAT I O N A F T E R H O T E L
ACQUISITIONS
MINIMUM STANDARDS
MANAGEMENT REVIEW

. Corporate Food and Beverage Vice Presidents, in

conjunction with the Director of Equipment and
Beverage Specifications are authorized to designate
OBJECTIVE approved vendors

To provide a level of . Approval of specific products is made in conjunction

review for major with the Director of Equipment and Beverage
construction, redesign or Specifications
reconfiguration in . Furnishings, supplies and equipment used for new
acquired hotels to ensure projects, renovations, redesign and reconfiguration
company-wide quality are approved by Food and Beverage Vice Presidents
standards in all Food &
Beverage operations. PROJECT PROCESS

. On new projects, the Regional Vice President of

Operations uses the most recent Brand 5SU
worksheets to compile potential needs of the new
operation or redo

. Quantities for standard working pars are

determined in cooperation with new operation’s
management staff

. 4-KE (Kitchen equipment) items, equipment

schedule and specification drawings are supplied
before items are purchased

. For 6-DE (Design) Items, Interior Design submits a

list of items to purchase - to eliminate duplicate
ordering in 5-SU or 4-KE - before final approval and
action

See also:

Brand 5SU Worksheets

Corporate Food and Beverage
STANDARD OPERATING PROCEDURES General #15

F&B ASSOCIATE DISCOUNT

PROGRAM
MINIMUM STANDARDS
. Outlet offers a 20% Associate discount on all Food
and Beverage purchases (except alcoholic beverages)
in food outlets and room service. Check HR SOP’s for
additional information on eligibility.
OBJECTIVE PROCEDURE

To provide guidelines for
the accurate processing
of the Associate Food &
Beverage Discount
Program.
Associate will verify with the Restaurant or the
Room Service server that they accept and honor
the discount program at the time they place the
order
Associate is required to show their discount card
or ID

Associate is be asked to sign a control sheet for

accounting purposes

The discount may not be available at some

franchised hotels

See accounting SOP’s for additional information

See also

HR site on Marrweb - Managers Guide to Benefits

Accounting SOP’s
STANDARD OPERATING PROCEDURES General #16

F&B OUTLET & KITCHEN,

REDESIGN
MINIMUM STANDARDS
. Property Executive Commitee develops a 3-5 year
plan for restaurant/bar reinvestment, renovation or
re-concepting

. F&B CAPEX projects over $100 000 have been

OBJECTIVE reviewed by Corporate F&B Staff and Regional
Teams
To establish standards
for the review process of
. Property has completed the Analysis section of the
Analysis Design and Execution F&B Planning Tool
major construction,
(ADE)
redesign or
reconfiguration projects, . If, after completing the Analysis, re-concepting is
allowing practical advice necessary due to market conditions, sales erosion,
on latest trends, design etc, the Regional Vice President of Operations is
and technology that contacted to coordinate the involvement of the
Regional team and the Corporate F&B staff
ensures the best possible
project is realized. . F&B outlets being redesigned go through Marriott
Hotel Design Review (HDR)

. A complete Concept Statement is developed

according to the guidelines set out in the
Execution section of the ADE tool

. Property has selected a designer/consultant based

on concept, project scope and recommendations
from regional and corporate F & B teams as set out
in the Design section of ADE

. All elements of the design and operating details are

consistent with the concept statement

. Restaurants considering corporate branded concepts

have corporate F & B staff approval before
beginning redesign

. Designs comply with Americans with Disabilities Act

(ADA) requirements

. For Capital Expenditure guidelines see Accounting

SOP’s
STANDARD OPERATING PROCEDURES General #16

F&B OUTLET & KITCHEN,

REDESIGN - Cont.
See also:

Analysis, Design and Execution Program (ADE)

Facilities Accessibility Guide
Engineering SOP’s
Finance SOP’s on Capital Expenditure
ADA Act
Restaurant Design Guides
STANDARD OPERATING PROCEDURES General #17

F&B ESSENTIAL CONTROLS

CHECKLIST
MINIMUM STANDARDS
. Audit is completed quarterly

. Audit is completed by the Director of Food and

Beverage/Operations and the Director of Finance

OBJECTIVE . General Manager participates in at least one audit

per year
To safeguard the hotel
. Action steps are written for any issues not meeting
assets in Food and standard
Beverage.
. The Checklist supplements Finance audits, but does
not replace them

See also:
Essential Controls Checklist (see appendix)
STANDARD OPERATING PROCEDURES General #18

SERVICE DIAGNOSTIC
SHOPPING SERVICE
MINIMUM STANDARDS
INTERNAL DIAGONOSTIC

. Diagnostic is conducted quarterly by Food and

Beverage Manager using diagnostic forms (see
appendix). Completed forms are submitted to the
OBJECTIVE hotel General Manager

To provide for timely, . Properties experiencing challenges in GSS conduct

independent inspection the diagnostic on an as needed basis until an
to assist in monitoring acceptable score is achieved.
the control over hotels SHOPPING SERVICE
assets and associate
compliance with guest . Professional anonymous shops are conducted twice
service standards. yearly

. Standard shopping forms are used (see appendix)

. Outside professional service is selected by the

Director of Finance and the Food and Beverage
Director (for guidelines see accounting SOP’s)

. Shops are unannounced (except to Director of

Finance)

. Verbal response within 24 hours and a written

report to be received no later than five business
days after the shop

See also:

Diagnostic forms
Accounting SOPs
STANDARD OPERATING PROCEDURES
AMERICANS WITH
DISABILITIES ACT*
OBJECTIVE
To provide standards to
ensure that an
equivalent level of
service is offered to
guests regardless of
disability.
*International properties should fol-
low local regulations regarding facili-
ties for guests with disabilities
General #19
MINIMUM STANDARDS
. All F&B areas comply with all legal requirements of
the Americans with Disabilities Act (ADA)
. All associates are aware of procedures for dealing
with disabled persons as described in food and
beverage sevice standards manuals
. Guests who use service animals (guide dogs) are
granted access to all hotel facilities
. No additional charge is made for accommodating
the animal but charges may be made for any
damage caused if it is the regular practice of the
hotel to charge able bodied guests for the same
type of damage
. The above points are also valid for guests who train
service animals
. Associates are trained to assist sight-impaired
guests with the menu, either offering Braille menus
or by reciting the menu to the guests
See also:
Service Standards Manuals
Americans with Disabilities Act
SOP Engineering
Facilities Accesibility Guide
SOP Front Office
SOP PBX Emergency Situations
STANDARD OPERATING PROCEDURES General #20

NEW HIRE TRAINING

MINIMUM STANDARDS
. Current Marriott New Hire Training and Certification
Books are followed as a guideline and completed
within first 90 days of employment

. Each Food and Beverage department has

OBJECTIVE designated certified trainers for each position

To provide standards for . New Hires complete a familiarization program

the complete and
thorough orientation of
new associates in the
Food and Beverage
department allowing
them to rapidly assume
effective and productive
roles in the organization.
. All associates in guest contact positions are given
prepared by department head to cover discipline
related areas prior to shadowing the certified trainer
for minimum of 3 days of job specific training
(example restaurant associates to spend 1 day
greeting, 1 day kitchen, 1 day bussing, 1 day bar
prior to 3 days shadowing the trainer during
service)
overview on the legal responsibilities of alcohol
service during the first three days of training

. All associates in guest contact positions are certified

by an approved alcohol awareness program within
the first 30 days of hire date. Re-certification is
completed prior to certification expiration date
(TIPS Training is the minimum standard, but some
states also require a state specific program to be
completed)

. Signed documentation indicating that the associate

has completed the New Hire Training is kept in the
employee file for the duration of employment

. New Hires sign job description and a copy is kept in

the associate file

. Daily meetings are held in all departments during

every shift to review the 20 basics

. All associates receive basic business education via

the root learning maps annually

. All associates are trained in the L.E.A.R.N Process

(Service Excellence Training Class)
STANDARD OPERATING PROCEDURES General #20

NEW HIRE TRAINING - Cont.

See also:
New Hire Training and Certification Workbooks
Beverage SOP # 6
Concept Specific New Hire Workbooks
Service Standards
Job Descriptions
Gold Standard Guidebook
Gold Standard Web Site
Director of Human Resources
Department Head
General Manager
STANDARD OPERATING PROCEDURES
MANAGEMENT TRAINING
OBJECTIVE
To provide standards for
the orientation of new
managers to ensure
complete understanding
of their roles and
responsibilities within the
organization.
*International properties should
check with R.V.P. Operations for
local Chef Certification Program
General #21
MINIMUM STANDARDS
. New Managers complete 3 week training period
comprising 1 week Culinary/1 week Front of
House/1 week Bars. Exact allocation of time to be
based on experience and decided by Director of
Food and Beverage, Director of Catering/Event
Management or Executive Chef
. Managers hired from outside Marriott complete a
customized version of the Management
Development Program to be decided by the Director
of Food and Beverage/Operations, Director of
Catering/Event Management or Executive Chef
based on the new manager’s experience and
existing knowledge. Segments relating to the
Marriott corporate culture to be mandatory
. Restaurant Managers and Restaurant Chefs opening
corporate branded concepts spend 14 days
minimum in an existing branded restaurant location.
Time to be divided 50% front of house, 50% back
of house
. Managers meet with hotel Director of Finance and
Director of Human Resources to review ALL
accounting and Human Resources SOPs relating to
Food and Beverage
. All Managers/Supervisors in guest contact areas are
TIPS trained
. All Managers are SGS certified (or equivalent) and
meet any local required food safety training
requirements
. Executive Chefs complete the Chef Certification
Program* with the American Culinary Federation
within one year of accepting the position
. New managers sign copy of their job description
and a copy is kept in their file
STANDARD OPERATING PROCEDURES General #21

MANAGEMENT TRAINING - Cont.

See also:

Management Development Program

Service Standards
Casual Restaurant Minimum Standards
Gold Standard Guidebook
Job Descriptions
Gold Standard Web Site
Human Resources SOP's
Accounting SOP's
Beverage SOP # 6
Director Human Resources
Director Food & Beverage/Operations
General Manager
Department Head Trainers
STANDARD OPERATING PROCEDURES General #22

DEPARTMENTAL TRAINERS

MINIMUM STANDARDS
All Trainers have:

Completed the appropriate New Hire Training

and Certification modules for the specified
OBJECTIVE positions

To provide standards to
Completed one year in the position
cover the selection and
training of departmental
Received no written warnings in the past 12
trainers to ensure that
months
training is thorough and
effective.
Completed the Marriott International Certified
Trainer Program Level 1 or equivalent

. All properties have a minimum of one trainer

(preferably three) certified at a TIPS Train the
Trainer Workshop (or equivalent)

. Properties have an LSOP on additional

compensation paid to trainers when training new
associates

See also:

New Hire Training and Certification Workbooks

Service Standards
Marriott International Certified Trainer Program
Level 1
STANDARD OPERATING PROCEDURES
TASK FORCE
OBJECTIVE
To provide standards
for the organization and
selection of Task Force
members to ensure that
the correct level of
support and experience
are available to support
the opening of new
operations and concepts.
General #23
MINIMUM STANDARDS
. Only certified departmental trainers are considered
for Task Force
. For branded concepts, a pre-Task Force orientation
is conducted by the Regional Food and Beverage
Director
. Task Force needs for branded concepts are
accessed, planned and coordinated by the local
cluster champion and the RVP Operations in
conjunction with regional discipline specialists and
the hotel Food and Beverage/Operations Director
. For travel, salaries, and expenses relating to Task
Force, see Accounting SOP's
See also:
New Hire Training and Certification Workbooks
Service Standards
Accounting SOP's
Concept Implementation Packages
STANDARD OPERATING PROCEDURES General #24

F&B SIGNAGE

MINIMUM STANDARDS
. All properties have all legally required signage (local
and national) on display

. Branded concepts comply with corporate standards

on Food and Beverage outlet signage
OBJECTIVE
. No handwritten or taped signage is displayed in
To provide standards for Food and Beverage outlets
Food and Beverage
. All posters are framed
specific signage to
ensure that it is truthful, . Any signage displayed outside Food and Beverage
appealing, professional outlets is professionally produced
and meets all legal
requirements.
See also:

Engineering SOP
Concept Manuals
General SOP # 7
STANDARD OPERATING PROCEDURES General #25

TELEPHONE PROCEDURES

MINIMUM STANDARDS
. The telephone is answered within first 3 rings*

. A standard telephone greeting is customized to

each area of Food and Beverage and used every
time
OBJECTIVE
. All associates are trained in answering the
To provide standards telephone with the standard greeting
that ensure the highest . All associates are trained in the use of the
levels of hospitality are telephone - the correct greeting, putting guest on
provided in all telephone hold, transferring, taking messages, etc
communication with both
external and internal . Before transferring calls, associates verify whether
the guest is being directed to a voice message. If
guests.
the voice mail is responding, the associate must
advise the guest and ask if they wish to leave a
message on the voice message system or speak to
someone else
*20 seconds for International
properties . When outlets are closed, telephones are forwarded
to a hotel operator or another open outlet.
Answering machines or voice mail are not
acceptable

. During business hours, catering/event sales phones

do not default to voice mail when the manager is
unable to answer the phone

. Hotel has an "in-house customer" response system

LSOP for catering event attendees

. Hotel has an LSOP covering personal calls

See also:

New Hire Workbooks

Service Standards
STANDARD OPERATING PROCEDURES General #26

RESTAURANT/ROOM SERVICE
GRATUITY/SERVICE CHARGE
MINIMUM STANDARDS
. Automatic Gratuity/Service Charge is only added to
restaurant parties of 6 people or larger and only if
this is indicated in writing on the menu

. The gratuity/service charge for large parties may

OBJECTIVE not exceed 19%. Any exceptions to be approved by
RVP Operations
To provide standards to
regulate the automatic
. Guests making a restaurant group reservation are
advised of the addition of automatic service
addition of gratuities to
charge/gratuity in advance
guest checks.
. Room Service checks state if the Service Charge is
included. Service Charge may not exceed 19%. Any
exception to be approved by the RVP Operations

. In Room Service, properties choose between one

of the following two scenarios:

Fully distributed gratuity and a trip charge per

order (trip charge goes to the house)

OR

Service Charge only (no trip charge) divided

between the associate and the house. If this is the
option chosen, check lodging Sales Tax Manuals for
clarification on tax liability

. For Catering Gratuity See Catering specific and

Finance SOP’s

See also:

Accounting SOPs
100% TIPS training
STANDARD OPERATING PROCEDURES
CORPORATE PROGRAMS
OBJECTIVE
To provide standards to
ensure that all corporate
programs are
implemented in their
entirety, offering
consistency to the guest
across the brand.
* International properties may
participate where appropriate
General #27
MINIMUM STANDARDS
. Properties considering opening a corporate branded
concept commit to a compliance agreement for
branded concepts signed by the General Manager
. Corporate concepted restaurants/bars offer the
complete, current, approved corporate menu
. Restaurant/bar complies with all corporate menu
pricing guidelines and implementation dates on
corporate programs (See F&B Website for
programs)
. Any exception to corporate programs - pricing,
product or implementation date are approved by
RVP Operations and Corporate VP of Restaurants,
VP of Beverage or VP of Culinary
. Restaurants/Bars incorporate all service elements
noted as "core" in the implementation guides
. Properties participate in corporate seasonal
promotions*
. Bars and Lounges participate in the annual Gold
Standard Promotions*. Any exceptions to be
approved by RVP Operations
. Any property-specific promotions have a
professional look and are approved by the Regional
Vice President of Operations
See also:
Concept Restaurant Manuals and Implementation
Guides
Concept Restaurant New Hire Workbooks
Gold Standard Guidebook
Gold Standard Web Site