Hotel 88 2016

. FOOD AND BEVERAGE - PRE OPENING CHECKLIST

9.1. INTRODUCTION

It is important to keep in mind, as the various pre-opening and training programs develop, that all
outlets are not alike with respect to preparation methods, services procedures and duties. It will
normally be necessary for the Food & Beverage Manager and the Executive Chef to develop a
more customized and detailed training program oriented toward this hotel and its unique
problems and facilities. This program should provide a play-script scenario with key points for
training. Dry runs must be scheduled in the specific outlets immediately as these outlets are
available for training.

9.2. MATTERS TO DISCUSS WITH THE GENERAL MANAGER

1. Outlet concepts and themes

2. Pre-Opening Budget and Financial Budget
3. Hours of operation of the various outlets: local laws prevail?
4. Staffing levels and staffing standards (covers per waiter, etc.)
5. Food & Beverage Uniform Design (Uniform designer? fabric? colour? style?
practicality? maintenance? par? cost?)
6. Employee duty meals policy
7. Overtime policy – Who approves? Who authorizes?
8. Food & Beverage organization chart
9. Menu planning cycle
10. Entertainers: selection/approval and contract policy
11. Entertainer house rules: meals, housing, breaks, etc.
12. Cover charge policy
13. Performing rights royalties
14. Who cleans/removes party glasses in guest rooms (room service/housekeeping/mini
bars?)
15. Mini bars: who stocks guestrooms (maid or mini bar staff?)
16. Replenishing policies and hours to enter guest rooms
17. Room service VIP list procedures
18. VIP amenities: who specifies; who delivers complimentary breakfast newspaper?
19. Guest room dirty room service table/tray pickup policy
20. Guest corridor dirty table/tray pickup policy
21. Doorknob breakfast menu procedure
22. Banquet room set-up breakdown by housemen vis-à-vis waiters
23. Casual waiter hiring
24. Banquet covers guarantee/final cover count deadline
25. Banquet deposit requirements
26. Implications of any special importation restrictions: menu, etc.
27. Employee cafeteria policies
28. Government liquor sale age restrictions and penalties
29. Government laws re beverage sale to intoxicated patrons: penalties
30. In-house policy re undesirable patrons and enforcement procedure
31. Drink sizes and pouring policy

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32. Happy hour in lounges

33. Complimentary hor d’oeuvre in lounges?
34. Snack lists in lounges
35. Unusual in-room Food & Beverage promotional advertising ideas
36. Five-year plan and budget preparation program vis-à-vis pre-opening
37. Department head pre-opening meetings and reporting requirements
38. Discuss parameters for menu planning and selection
39. Grand opening Food & Beverage festivities and reception guidelines

9.3. MATTERS TO DISCUSS AND COORIDNATE WITH CONTROLLER

1. Check Control

a. Guest check control and issuing procedures: Food & Beverage outlets
b. Staff check procedure in Food & Beverage outlets. Staff tipping policy
c. Office and Entertainment check procedure: different from normal charges?
d. Room service check control
e. Banquet check control (also send function sheets to accounting)
f. Beverage check control in restaurants
g. Service bar beverage check control if serving several outlets
h. Charge tip receipt procedure

2. Personnel and Payroll

a. Overtime procedure. Time clock procedure and policies

b. Department head/supervisor sign-in procedure
c. Casual labor payment procedure (rates, payday, cash/check, etc.)
d. Allocation of service charge points to service staff
e. Intra-department transfers in mid-shift: procedure
f. Can staff be sent home early on slow days? Release form needed?

3. Accounting Control

a. Procedures for waiters vis-à-vis clientele

b. Penalties for walkout and skippers, for bartenders/waiters?
c. Missing check penalties?
d. Accounting procedure VIP etc. amenities to guest rooms
e. Inter-department transfers of good or beverage
f. Intra-department transfer of prepared food kitchen/outlets
g. Mini bar charge call down procedure on expected departures
h. Banquet bar after-hours turn-in procedure re opened bottles
i. Procedure to review banquet pricing prior to contract signing
j. Menu cost accounting review before printing
k. Control of employee cafeteria duty meals
l. Credit for spoilage of perishables
m. Sale of wet garbage (reward for return of silverware)
n. Monthly/quarterly inventory schedules: Food & Beverage requirements

4. Credit Policy

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a. Travel agency vouchers for Food & Beverage

b. Airline passenger layover vouchers for meals
c. Hotel vouchers for pre-paid meals for group plans
d. Cash-only clientele: how to handle?
e. Restaurant guest room chare Identification procedures, if applicable
f. Advance deposit control banquet functions

5. Printing Policy

a. Who is coordinating all printing contracts/delivery deadlines?

b. Coordinate guest check format and printing
c. Coordinate forms printing needs and any samples other InterContinental Hotels
Group hotels.
d. Publish printing calendar with deadlines
e. Agree on menu proofing procedure: especially language translations

1.4. MATTERS TO DISCUSS WITH SALES & MARKETING / PUBLIC RELATIONS

1. Targeted Market
2. Pricing
3. Sales and Marketing Activities
4. Children Policy
5. Printing Policy

9.4. LOCATE ALL ELECTRICAL AND TEMPERATURE CONTROLS IN FOOD &

BEVERAGE AREAS

1. Coordinate with Chief Engineer location/operation of following:

2. Power Supply, Switches, etc

a. Electrical switches, Banquet power points, Light switches and dimmers (quantity
and location)
b. Panel boxes (switches identified?)
c. Adequate level of power supply for light shows, information technology and
compute shows, etc
d. Potential location at back of the house for additional external generators (this is a
frequent
e. Wireless accessibility? Points? Location?
f. Outlet Point of Sale power points and data cables (including banquet areas)
g. Thermostat location of each outlet: how to change temperature setting

3. In-house music system:

a. Who operates master station, and where is it located

b. Locate volume controls of each outlet: how to operate
c. How can music be turned off in each outlet
d. Can different music be piped into different outlets

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4. Live entertainment: review for all appropriate facilities

a. Operation of lighting system – who handles notification

b. Operation of sound system – who handles
c. Stage and dance floor set-up and storage, if appropriate

5. Organize Food & Beverage training program on above for supervisors/outlet managers

9.5. EMERGENCY POWER SYSTEM FOR FOOD & BEVERAGE AREAS/EQUIPMENT

1. Coordinate with Chief Engineer location/operation of following:

2. What Food & Beverage equipment operates on emergency power (coolers, etc.)
3. Can main kitchen operate during a power outage (gas range, etc.)
4. If electrical ranges: can barbecue grill/portable equip be set up
a. Location of equipment for ventilation and ease of service staff
b. Supplies stored where they can be found in outage darkness
c. Special menus for emergencies: steak, chops, etc. Can the cooking be done in
the banquet rooms? Ventilation? Cooling load? Fire, life, safety?
d. Supplies drawn only form cold storage on emergency generator

5. Procedure to lock cold storage not on emergency power during outage

6. Recovery plan for long power outages, if appropriate
7. Prepare a training program, as appropriate

9.6. FIRE PROTECTION IN FOOD & BEVERAGE

1. Review fire protection devices each kitchen with Chief Engineer

2. Determine cleaning calendar to prevent grease fires in kitchen
3. Review emergency exits for Food & Beverage clientele and staff
4. Review floor plans for evacuation plan
5. Assign staff responsibilities for a fire emergency with Chief Engineer
6. How should individual staff respond to a fire
7. Prepare training program; including fire equipment training/drills

9.7. EQUIPMENT MAINTENANCE

1. Coordinate preventative maintenance program with Chief Engineer to minimize Food &
Beverage operations hardships. Prepare agreed program calendar.
2. Coordinate procedures and locate vendors for repairing equipment.
3. Discuss with Chief Engineer proper equipment usage to minimize abuse.
4. Agree on program to ensure kitchen equipment shut down and independently inspected
each night or during off-hours.

9.8. STAFF ORIENTATION AND PERSONNEL ACTIVITIES

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1. Orientation handbook and hotel tours

2. House rules
3. Hours of operation various outlets
4. Employee duty meals policies
5. Time clock procedures
6. Supervisor notification required if employee unable to work
7. Overtime policy (who authorizes/approves)
8. Salary/wage procedures
9. Food & Beverage organization chart
10. Uniform issue and turn-in procedures. Initial uniform fitting
11. Staff transportation, if appropriate
12. Staff housing, if appropriate
13. Training program and training schedule.
14. Coordination of individual outlet training with outlet managers
15. Staff grooming and personal hygiene rules and policies
16. Food Safety
17. Supervisor and Outlet Manager
a. Staffing Standards (covers per waiter, etc.)
b. Staffing schedules: approval and posting deadlines
c. Staffing guides
d. Supervisor sign-in procedures
e. Outlet-to-outlet mid-shift transfer restrictions/procedures
f. Casual labour hiring procedures, policies and deadlines
g. Staff probationary period reviews

9.9. FOOD AND BEVERAGE LINEN AND UNIFORMS

1. Design considerations
2. Coordinate with Executive Housekeeper linen issue, storage, turn-in.
3. Coordinate initial uniform issue and fitting: turn-in cleaning program.
4. Banquet linen (table skirts, etc.) issue and storage
5. Kitchen rags: issuing and cleaning program (outside contract?)
6. Organize training program for agreed procedures/policies.

9.10. MENUS, WINE LISTS AND BEVERAGE LISTS

1. Menu layout and style of print, each menu and list.

2. Costing and pricing of menu items (coordinate with Director of Business Support)
3. Special and holiday menus (children, Christmas, etc.)
4. Menu inserts (daily specials, etc.)
5. Coordinate printing: prepare printing calendar with Director of Business Support
6. Plan menu reserve and quantities to order: volume discounts
7. Menu cycle planning program, new menu schedules
8. Menu covers
9. Guest check presenters

9.11. PRINTING

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1. In-house or Printers?
2. Design ?
3. Menus, Wine Lists, Beverage Lists
4. Business Cards, outlet calling cards
5. Bills
6. Coasters, stirrer, straws, matches, cigar matches, toothpicks, etc.

9.12. OPERATING EQUIPMENT AND INVENTORIES

1. Review Furniture, Fixture & Equipment list of equipment ordered for Food & Beverage
department.
2. Operating equipment (specifications, sizes and requirements)
a. China
b. Silver
c. Glassware
d. Candleholders/candles
e. Lamps
f. Flower vases
g. Break baskets/trays
h. Wine openers
i. Wine decanters
j. Ash trays
k. Pepper mill
l. Condiment holders
m. Flaming utensils/fuel
n. Serving trays
o. Water pitchers
p. Wine buckets/baskets
q. Table cloths/napkins/place mats (paper/linen)
r. Local specialty items and others.
s. VIP ware (e.g. silverware & crystal ware?)
t. Banquet operating equipment (tables, chairs, table cloth, podium, etc)
3. Proper set-up of service stations.
4. Coordinate Food & Beverage operating equipment initial unpacking/storing with
Material Manager, if Food & Beverage assistance is required.
5. Determine initial equipment issue for pre-opening set-up.
6. Determine operating par stock levels.
7. Operating equipment storage.
a. General store issue procedures and hours of operation
b. Kitchen inventory storage
c. Service station storage/organization/restocking procedure.

9.13. STEWARDING

1. Proper functioning of equipment and equipment dispensers: review with Chief Engineer
(and specialised chemical suppliers like Ecolab, Johnson Diversey)
2. Equipment training in Stewards’ Department.
a. Cleaning equipment and relevant chemicals.
b. Dishwashing loading: unloading and proper detergents/chemicals.

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c. Storage of clean dishes, silver and utensils

d. Chemical knowledge
e. Health and Safety (including handling of chemicals).
3. Garbage sorting procedures (silverware removal/wet garbage, etc.)
4. Staffing schedules and duty assignments
5. Sanitation and hygiene policies.
6. Polishing/burnishing/cleaning schedule.
7. Pest control program: coordinate other affected departments.
8. Responsibility of exhaust hood filter cleaning: coordinate with Chief Engineer’s staff on
schedule.
9. Night cleaning program.
10. Proper operating par stocks and storage for Stewarding.
11. Operating equipment storage.
12. Monthly and/or quarterly inventory checks

9.14. ENTERTAINMENT

1. Auditions and selection/approval of performers (discuss with General Manager).

2. Entertainment contracts: coordinate with General Manager/Director of Business Support.
3. Policy on house rules for entertainers.
4. Eating policy for entertainers.
5. Policy on entertainer’s breaks (how often; interaction with guests?)
6. Entertainers” housing.
7. Equipment security of entertainer’s equipment during off-hours.
8. House equipment (amplifiers, pianos, etc.) storage, usage.
9. Cover charge policy (discuss with General Manager)
10. Performing rights royalties (logbook needed?).
11. Procedure for determining cost effectiveness of entertainment?

9.15. MINI BARS

1. Staffing? Housekeeping or Food & Beverage?

2. Set-Up / lay-out of the mini bar
3. Mini bar billing presenetation
4. Storage
a. General mini bar beverage storage
b. Supply wagon
c. Guest room floor-closet storage, if appropriate
5. Cleaning schedule of mini bars (who defrosts? When?)
6. Glassware
a. Par stock each mini bar
b. Who cleans and procedure for same
c. Who cleans or removes party glassware in guest rooms
7. Par Stock (merchandising effectiveness tested?)
8. Billing procedures; departure day phone down procedure
9. Walk out / dispute procedure
10. Replenishing policies and hours to enter guest room
11. Monthly inventory system
12. Master key control

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9.16. ROOM SERVICES

1. Order taking procedures and special guest requests.

2. Opening and closing hours, if not 24-hour service.
3. Room chart.
4. VIP list.
5. Order delivery protocol (announcing at guestroom door, etc.)
6. Master key responsibility and control.
7. VIP amenities
a. Who specifies, and mechanism for notifying room service
b. Guest room presentation of VIP amenities
c. Who delivers (guest relations or room service?)
d. Storage location and security/control of amenities
e. Newspaper with breakfast? Complimentary or check off item on doorknob menu
f. Requisitioning procedures VIP amenities.
8. Storage and set-up of room service tables.
9. Room service routing (from preparation to guest room)
10. Tabletop set-up (including amenities) and training of waiters.
11. Where to put in the guestroom?
12. Condiments set-up checklist for various meal services/menu items.
13. Hot cabinet storage and usage procedures.
14. Guestroom dirty A/S table pickup policy: what works?
15. Guest corridor-cleaning policy on dirty dishes/dirty trays.
16. Mise-en-place of all items for peak hour service.
17. Service teams considered for faster service? (Preparation / delivery).
18. Linen requisition and storage procedure.
19. Doorknob breakfast menu pickup procedures and implementation.
20. Guest check issuing policy/control (coordinate with Director of Business Support).
21. Charge tip control policy for training (coordinate: Director of Business Support)
22. Order taker upselling training and program,.

9.17. BANQUET OFFICE & BANQUET OPERATIONS

1. Function reservations book should be charged to Catering software (e.g. Fidelio).

2. Function sheets and distribution policy.
3. Function contracts and policy.
4. Advance deposits policy and Banquet Office records/control.
5. Banquet menus.
6. Banquet wine lists.
7. Special menu blanks for later printing of menu items.
8. Banquet photo album for inserting function photos.
9. Banquet brochures/folder and promotional material.
10. Layout and room capacity for brochures
a. Cloak room (location, who attends?)
b. VIP functions – VIP holding area? Special room? Equipment? Service?
c. Cocktails/receptions.
d. Meetings: classroom/auditorium/U-shaped/Board Room: layouts
e. Sit down dinner

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11. Banquet sales program

12. Banquet forecasts for first year of operation
13. Banquet office set-up and organization
14. Banquet One Stop Wedding Shop / Room ?
15. Search external locations for Outside Catering
16. Banquet equipment storage (chairs/tables/other equipment)
17. Suppliers for catering equipment, trucks, etc
18. Storage requisitions for issuing/turn-in of banquet equipment
19. Policies re ordering, requisitioning, storage, and guest charges:
a. Audio-visual equipment
b. Flowers
c. Entertainment
d. Hosted bars
e. Others
20. Banquet public room charge policy (minimum Food & Beverage revenue base?)
21. Banquet room set-up and breaking down policy/procedures (housemen duties vis-à-vis
waiters)
22. Casual waiter hiring and training procedures.
23. Assignment of duties: headwaiters/captains/housemen.
24. Beverage policies and controls (storage/requisitions/issues).
25. Supplies policies and controls (storage/requisitions/issues).
26. Pricing policies and procedures
a. Covers guarantee and last deadline
b. Confirmation and reconfirmation of bookings
c. Money deposit requirements and procedure with accounting to ensure deposits
transferred to banquet check.
d. Credit policy re banquets and review/oversight authority.

9.18. PUCHASING / RECEIVING

1. Coordinate operational policy and procedure aspects with Material Manager

2. Implications of any special import restrictions (menu, etc.)
3. Specifications and quality control.
4. Receiving/delivery hours of purveyors and vendors.
5. Storeroom issuing hours and procedures for Food & Beverage staff.

9.19. EMPLOYEE CAFETERIA

Assist Human Resources Department to establish Employee Cafeteria

1. Décor and ambiance (how to improve if not adequate)
2. Food quality control.
3. Schedule for each department to even out meal period demand.
4. Ticket/coupon policy (do any staff pay for meals?)
5. Duty meal policy
6. Dependent meal policy
7. Special holiday menus.

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9.20. KITCHEN AND FOOD PREPARATION

1. Equipment
a. Proper functioning (review with Chief Engineer)
b. Pre-opening commissioning and training (coordinate with Chief Engineer)
c. Stewarding cleaning schedule (ranges, broilers)
d. Deep fat cooking oil cleaning schedule and assignment
e. Defrosting/cleaning schedule walk-in coolers and freezers.
f. Staff familiarization and training on equipment usage.
2. Par Stock operating equipment and utensils.
3. Staffing schedules with duties/responsibilities each position.
4. Food Safety
5. Kitchen control.
a. Ordering procedures.
b. Pick-up procedures.
c. Pre-posted guest checks (kitchen print outs) required for pick-up?
d. Captain check procedures, if used.
6. Kitchen inventories, planning and storage.
7. Recipe cards for all menu items.
8. Portion size control.
9. Plate presentation. (Kitchen photo boards for each dish and item)
10. Service staff merchandising training re menu item contents.
11. Weekly banquet/function board in kitchen
12. Beverage storage of cooking liquor and control.
13. Grooming/sanitation/hygiene policies.
14. Kitchen closing procedures and staff responsibilities.

9.21. BARS AND LOUNGES

1. Beverage requisitioning procedure (one full for one empty)

2. Par stocks.
3. Bar closing procedures.
4. Key control and bottle storage procedures.
5. Government age restrictions and control procedures: penalty?
6. Government laws re serving intoxicated patrons: penalty?
7. In-house policy re undesirable patrons.
8. Government policy on health certification and policy clearance for Food & Beverage
employees.
9. Price list and drink sizes.
10. Pouring policies (1.25 oz. shot glass in InterContinental Hotels Group’s standard).
11. Policies on running guest bar tabs and control of same.
12. Cashier controls in bars.
13. Glass washing
a. Procedure/responsibilities.
b. Supply of chemicals
c. Requisitioning of glassware
14. Mise-en-place:
a. Storage beer/wine and juices.
b. Bar garnishes and ice cubes.

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c. Mixing utensils and blender.

d. Straws, coaster, napkins, stirrers.
e. Measuring glass, ice scoop.
15. Cover charge policy
16. Happy hour?
17. Complimentary hor d’oeuvre?
18. Snack list?
19. Staff grooming and hygiene.

9.22. TRAINING

1. General
a. Orientation and job description training
b. Uniform issue/turn-in
c. Staff grooming and hygiene
d. Classroom training required
e. Films and audio-visual equipment needed/available.
f. Detailed schedule for outlet training when facilities available.
g. Dry runs before opening using live-in staff as patrons.
h. Menu training and merchandising-selling techniques

2. Service staff
a. Standard Operating Procedure (SOPs) Training
b. Station assignments
c. Position
d. Schedules
e. Duties
f. Mise-en-place of service stations.
g. Explanation of menus and wine/beverage lists.
h. Table top set-up
i. Table clearing procedures
j. Table setting and resetting procedures.
k. Order taking procedures: suggestive selling tactics.
l. Complete service procedures with dry runs.
m. Napkin folding specifications
n. Food Tasting
o. Wine and Beverage Training
p. Intra-department teamwork, duties and responsibilities.
q. Departmental meetings: policy and attendance.

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