음 료 홍 차 따뜻한 음료

음 료 홍 차 Quality brands including herbal & decaffeinated. 따뜻한 음료

BEVERAGE Preferred Standard TEA Use the highest quality brand tea served with boiling water. Tea leaves and tea bags to be kept air-tight. 1 teapot per customer served with a tea strainer. Loose tea to be used when possible, including a selection of herbal infusions and decaffeinated. HOT BEVERAGE

BEVERAGE Recommended Brands/Varieties (may vary from country to country) TEA Dilmah, Lipton, Twinings, Penelope Sach, BOH Tea. HOT BEVERAGE

BEVERAGE - THE NO NO’s What NOT to do TEA DO NOT: Use tea bags where loose tea is possible. Serve instant tea except on guest request. Serve tea without hot water on the side and a strainer (loose tea). Serve Chinese tea with a strainer.

BEVERAGE COFFEE HOT BEVERAGE

BEVERAGE COFFEE Freshly brewed coffee with special blends & preparation. HOT BEVERAGE

BEVERAGE Preferred Standard COFFEE Fresh coffee beans/grounds to be kept air-tight. Freshly brewed coffee served hot. Cappuccino, Cafe Latte, Espresso, Decaffeinated to name a few. Eliminate bulk brewed coffee. Ensure strength is acceptable and consistent. HOT BEVERAGE

BEVERAGE Recommended Brands/Varieties (may vary from country to country) COFFEE ILLY, Melita, Boncafe, Suzuki, Saquella, Lavazza, Vittoria, Robert Timms, Jacobs. HOT BEVERAGE

COFFEE DO NOT: Serve coffee that has been sitting longer than 30 minutes. Serve instant coffee except on guest request. Use instant decaffeinated coffee if freshly ground is available. Offer only cold milk, offer hot milk also. BEVERAGE - THE NO NO’s What NOT to do

BEVERAGE BEER COLD BEVERAGE

BEVERAGE BEER International selection served fresh & chilled. COLD BEVERAGE

BEVERAGE Preferred Standard BEER Offer a variety of draft as well as local and imported bottled alternatives. Draft beer presented with a good head/foam, bottled beer served with the bottle. COLD BEVERAGE

BEVERAGE Recommended Brands/Varieties (may vary from country to country) BEER Offer a selection of local beers (such as Tiger, Kloster, Bintang, Singha, San Miguel, Kirin) and International favourites (such as Fosters, Heineken, Budweiser, Corona, Stella Artois, Carlsberg, Guinness). COLD BEVERAGE

BEER DO NOT: Serve draft beer without foam. Pre-pour bottled/canned beer, do present the bottle to the guest. Serve beer that is not ice cold. BEVERAGE - THE NO NO’s What NOT to do

BEVERAGE WINE COLD BEVERAGE

BEVERAGE WINE Quality selection from around the world. COLD BEVERAGE

BEVERAGE Preferred Standard WINE A selection of quality wines from different countries. Wines that are served by the glass should be poured in front of the customer. Do not limit wine by the glass to house wine (subject to demand). Store wine at correct temperature. COLD BEVERAGE

BEVERAGE Recommended Brands/Varieties (may vary from country to country) WINE Subject to demand, an international selection including : New World - Australia, Chile, New Zealand, California, South Africa Old Favourites - French, Italian, German Quality brands only, as many as possible served by the glass. The following brands are partners in our "Sheraton Wines" of the world and "The Westin Sommelier Programme" Rosemount Estate (Australia), Shingle Peak (Marlborough, New Zealand), Beringer Vineyards (California, USA), Rodney Strong Vineyards (Sonoma County, USA), Louise Felipe Edwards (Chile), Montestell "Great Wines International " (South Africa), Lanzerac "Great Wines International" (South Africa). COLD BEVERAGE

BEVERAGE - THE NO NO’s What NOT to do WINE DO NOT: Limit wine by the glass to house wine (subject to demand, offer 3 white and 3 red minimum). Store wine at temperatures that are too high (14°c White/18°c Red-highest). Pre-pour wine by the glass at the bar (always present the bottle and pour in front of the guest). Present wine lists with wines out of stock (laser print). Serve wine from screw top bottles or from casks.

FOOD RAW INGREDIENTS

FOOD RAW INGREDIENTS Freshest poultry, meat, fish, vegetables & fruit.

FOOD Preferred Standard RAW INGREDIENTS Purchase fresh daily from a licensed vendor. Practice first in first out.

FOOD Recommended Brands/Varieties (may vary from country to country) RAW INGREDIENTS Local suppliers / importers should be compared for quality and price every 4 months minimum.

RAW INGREDIENTS DO NOT: Use canned/frozen products/convenience foods when practical (subject to availability). (Frozen products may be used when it is not possible to obtain fresh, but must be professionally frozen). Keep food stuff past the recommended expiry date. Mix raw and cooked food. Store meat with fish. Store food uncovered (use lids or plastic). Re-freeze thawed products. Serve or hold food at incorrect temperatures. FOOD - THE NO NO’s What NOT to do

FOOD SNACKS

FOOD SNACKS Wide selection fresh & creative.

FOOD Preferred Standard SNACKS Well presented quality complimentary snacks. New ideas produced in-house. Local specialities.

FOOD Recommended Brands/Varieties (may vary from country to country) SNACKS Bar snack items should be varied from bar to bar. Where possible, snack items may be produced in-house or high quality brands purchased. Health, taste and variety should be considered at all times and a move away from peanuts and chips is essential.

SNACKS DO NOT: Use plastic bowls for snacks in Lounges/Bars. Serve commercially packed peanuts/potato chips/crackers in Lounges/Bars. (use hotel-made or more local, original snacks). Serve low quality, commercially packed snacks or items available in supermarkets in Mini bars. Serve stale dry snacks (ensure kept air-tight). Limit snacks to only peanuts or chips (3 - 5 items mix preferred). FOOD - THE NO NO’s What NOT to do

FOOD BAKERY

FOOD BAKERY Freshly baked daily from our own kitchen.

FOOD Preferred Standard BAKERY Wide and varied selection, rotating daily. A la carte to include a minimum of 3 types of bread creatively presented. Always served fresh & never re-heated.

FOOD Recommended Brands/Varieties (may vary from country to country) BAKERY Produce in-house where possible using high quality ingredients and proven recipes. Discard daily and ensure fresh at all times (control wastage). Do not re-heat.

BAKERY DO NOT: Serve sandwiches that are too bulky to eat. Re-heat bakery items (serve fresh and warm). Serve bakery items older than one day. Serve stale bread (especially finger sandwiches etc). Serve only white bread (present varieties). FOOD - THE NO NO’s What NOT to do

OPERATIONAL EXCELLENCE MENU

OPERATIONAL EXCELLENCE MENU Innovative, creative & professionally designed.

MENU Menu should be clean and new in appearance and reflect the concept of your restaurant/outlet. Explanations should be simple to understand. Use a professional designer with the flexibility of printing text in-house. Text clear and large enough to read. OPERATIONAL EXCELLENCE Preferred Standard

MENU Duet Design, Zender-Fang, Corlette Design, Panorama Use local or international graphic designer within a proven track record. Consider wear and tear when producing items. OPERATIONAL EXCELLENCE Recommended Brands/Varieties (may vary from country to country)

MENU DO NOT: Use laminated menus in house or specialty restaurants (eliminate gloss laminate totally if possible). Display sponsors on regular menus (promotional menus acceptable). Use font sizes less then 10pt. Produce Children's menus in house. Present torn or dirty menus to guests. Create menus in house, do not use clip art. Over or under describe new items (keep it simple and use words that don’t need explaining). OPERATIONAL EXCELLENCE - THE NO NO’s What NOT to do

OPERATIONAL EXCELLENCE HYGIENE

OPERATIONAL EXCELLENCE HYGIENE Maintain the highest standards, personally and in our operation.

OPERATIONAL EXCELLENCE Preferred Standard HYGIENE Clean hands and fingernails at all times. Work areas washed and sanitized after each shift. Equipment cleaned and dried. Clean and hygienic foodhandling practices.

OPERATIONAL EXCELLENCE Recommended Brands/Varieties (may vary from country to country) HYGIENE Ecolab, Unilever, Diversey, Klenco Rentokill, Flick, PestBusters.

HYGIENE DO NOT: Scoop ice with drinking glasses. Touch food with bare hands (use latex gloves). Smoke in food preparation areas. Permit poor grooming such as long nails, long hair, dirty or untidy uniforms. Fail to keep the work area clean, dry and tidy all the time. Forget to wash hands after going to the bathroom. Use stained cups and pots (destain regularly). Use discoloured/black chopping boards. Permit uniforms to be worn more than one day. Allow left over food to be taken out of the hotel without a disclaimer. OPERATIONAL EXCELLENCE - THE NO NO’s What NOT to do

LINEN OPERATIONAL EXCELLENCE

LINEN High quality, clean & crisp. OPERATIONAL EXCELLENCE

LINEN Minimum handling, simple napkin folds. High quality cotton. Freshly laundered and pressed. White and aesthetically pleasing colours. OPERATIONAL EXCELLENCE Preferred Standard

LINEN PT Sadatex, Riegel, Invarience. Frette, EwartLiddel. Source locally first. Quality and colours tests essential. Napkins 60cm x 60cm preferred. Colours chosen should reflect interior of outlet and preferably be chosen with your interior designer. OPERATIONAL EXCELLENCE Recommended Brands/Varieties (may vary from country to country)

OPERATIONAL EXCELLENCE - THE NO NO’s What NOT to do LINEN DO NOT: Use brightly coloured linen that does not coordinate with interior (white preferred). Use fancy napkin folds (ie fan, artichoke etc.). Use paper napkins for food service. Use skirting with logos. Use stained or torn linen. Use skirting at all-where possible. Allow linen to be used for cleaning purpose.

EQUIPMENT OPERATIONAL EXCELLENCE

EQUIPMENT Simple, clean and functional. OPERATIONAL EXCELLENCE

EQUIPMENT Non-chipped, clean and well-polished equipment to be used. Highest quality, user-friendly equipment aesthetically pleasing to the eyes and functional. Keep it simple and contemporary. OPERATIONAL EXCELLENCE Preferred Standard

EQUIPMENT Glassware - Libbey, Schott Zweisel, Speigelau, Riedel, Craftrend, Potterhaus. Chinaware - Nikko, Schonwald, P.T. Jengalla, Bernaduad, Patra, Wedgewood, C&PCeladon, Richard Ginori, Narumi, Noritake, Landex Silverware - Hepp, Sambonet, WMF, Villeroy & Bosch, Christofle, Bangkok Arts & Crafts, Sant Andrea, Carl Martens. OPERATIONAL EXCELLENCE Recommended Brands/Varieties (may vary from country to country)

OPERATIONAL EXCELLENCE - THE NO NO’s What NOT to do EQUIPMENT DO NOT: Use stainless steel creamers/sugar pots/pots or platters, etc. in any outlet. Use the same china in all outlets. Use breakable products around the pool area (does not apply to Outdoor Restaurant). Use non-absorbent coasters. Use coloured plastic swizzle sticks and picks (swizzle sticks and picks should be environmentally friendly or recyclable). Think all table tops need to have a flower vase and flower (select alternatives such as plants/olive oil bottles or nothing). Use equipment front of house with sponsors/company logos. Use chipped or stained equipment. Purchase chinaware with heavy patterns/colours that will date quickly. Purchase one line of chinaware for the entire restaurant (vary salt and pepper shakers, sugar bowls, speciality plates). Use equipment that does not comply to fire safety regulations. Use back of house equipment front of house. Allow kitchen trolleys front of house during service.

LEARNING SERVICE EXCELLENCE

LEARNING Keep up to date with changes in the world of F&B. Ensure full competence in Cost Control and Expense Management. Practice Yield and Restaurant Revenue Management. SERVICE EXCELLENCE

LEARNING Read local and international periodicals, new books and visit all new establishments in your city. Keep an up-to-date list of products and suppliers. Train and develop all associates in cost control and expense management, ensure all menus are costed and priced accordingly. Practice Restaurant Revenue Management and monitor REVPASH/REVPASM. SERVICE EXCELLENCE Preferred Standard

LEARNING Vogue Entertaining, Gourmet Traveller, Wine & Dine, Wine Spectator, the Wine Magazine, Barron's Food Lover's companion. Attend/conduct Starwood financial training programmes and approved Restaurant Revenue Management plan. SERVICE EXCELLENCE Recommended Brands/Varieties (may vary from country to country)

PREPARATION SERVICE EXCELLENCE

PREPARATION Look for alternative preparation to frying and reduce the quantities of salt and fats. Emphasize a la minute and refrain from pre-cooked practices. SERVICE EXCELLENCE

PREPARATION Use natural olive oils, choose alternatives to salt and use fresh ingredients/spices. Healthy preparations are preferred. Do not keep food under heat lamps for extended periods of time. Do not re-heat precooked foodthat has not been stored or handled correctly. Meals to be ballanced – ingredients, texture, taste appearance. SERVICE EXCELLENCE Preferred Standard

PREPARATION Ensure health conscious preparations. Balance presentations so that they are visually inviting. SERVICE EXCELLENCE Recommended Brands/Varieties (may vary from country to country)

VALUE SERVICE EXCELLENCE

VALUE Ensure value for money and customer satisfaction. Implement F&B Marketing programme. SERVICE EXCELLENCE

VALUE Exceed guest expectations by providing the highest quality service and product at a reasonable price. Ensure guest awareness by direct mail. Offer F&B loyalty programme. SERVICE EXCELLENCE Preferred Standard

VALUE Carefully costed menu items ensuring the customer is encouraged to return. Good business acumen opposed to short term gains will guarantee success. Plan and implement yearly activities/promotional plan, use direct mail and regular professional newsletter. Hotelmark, Mondiale Marketing, Hotel Dynamics (loyalty programmes). SERVICE EXCELLENCE Recommended Brands/Varieties (may vary from country to country)

VALUE DO NOT: Impose additional charges (ie Room Service charge). Charge more because of demand for short term gain. Over price menu items. Price menus unless they are correctly costed. Follow your competition – Lead. Compromise quality for cost. Charge for additional items/condiments (ie sauces, bread, chilli, etc.). SERVICE EXCELLENCE - THE NO NO’s What NOT to do

AMBIENCE PRODUCT LEADERSHIP

AMBIENCE Excellent surroundings, furnishing, lighting & music. PRODUCT LEADERSHIP

AMBIENCE Create the desired ambience to match the outlet. Keep a clean and dust-free environment. Maintain the room at the right temperature. Furniture to be well-maintained, including upholstery, carpets and curtains. Music to suit the concept. PRODUCT LEADERSHIP Preferred Standard

AMBIENCE Hirsch Bedner Associates, MCM Design, HHPA, BBGM, Wilson & Associates, Ed Poole, Tony Chii, Chaada Siembeda. PRODUCT LEADERSHIP Recommended Brands/Varieties (may vary from country to country)

AMBIENCE DO NOT: Get involved with interior design - leave it to the professionals. Play music that does not suit the environment. Disregard temperature, ensure degrees Celsius. Leave plastic wrap on buffet or In Room Dining food. Leave plastic wraps on in room amenities (ie fruit/chocolate etc.). Have the lights too bright (or too dim). Use plastic or silk flower/plants. Leave wilted plants or dead flowers in arrangements. PRODUCT LEADERSIP - THE NO NO’s What NOT to do

SET UPS PRODUCT LEADERSHIP

SET UPS Creative buffet presentation, always one step ahead. PRODUCT LEADERSHIP

SET UPS Eliminate skirting. Create new buffets with stands, pots and furniture. Do not over-theme. Simple, functional and creative presentations. PRODUCT LEADERSHIP Preferred Standard

SET UPS Use local suppliers, furniture houses and manufacturers to create new looks. Incorporate smaller lines with varying heights and live action stations to provide variety. Explore the unexplored. Create a clean, neat and contemporary look. PRODUCT LEADERSHIP Recommended Brands/Varieties (may vary from country to country)

SET UPS DO NOT: Forget to label buffet items that are not obvious. Use scratched or dented holloware on buffets. Leave aluminium foil on any buffet or food presentations. Use lined-up chafing dishes in military fashion on buffets. (use different levels or eliminate totally). Use unprofessional hand-written buffet labels. Place coffee and coffee cups on buffets. Use butter or chocolate carvings. Use crushing (crumpled linen) on buffet tops. Use skirted tables for coffee stations and buffets (eliminate skirting and use pots, glass tables, cubes etc.). Use wrapped boxes as buffet risers. Use stainless steel or silver platters on buffets. Re-set soiled buffets/coffee stations. Serve cold plates for hot food. PRODUCT LEADERSHIP - THE NO NO’s What NOT to do

SET UPS PRODUCT LEADERSHIP - THE NO NO’s What NOT to do

STARWOOD CREATIONS PRODUCT LEADERSHIP

STARWOOD CREATIONS Signature dishes from your hotel. PRODUCT LEADERSHIP

STARWOOD CREATIONS Create signature dishes. Cross sell favourites of sister hotels. Highest quality products creatively presented. PRODUCT LEADERSHIP Preferred Standard

STARWOOD CREATIONS Avoid creating "confusion". Emphasis on fresh ingredients, perfect preparation and great tastes. May be old favourites with a new look or soon to be "new favourites". At all times cater to the tastes of your customers, especially locals. PRODUCT LEADERSHIP Recommended Brands/Varieties (may vary from country to country)

STARWOOD CREATIONS DO NOT: Create new cuisines or fusion, create new dishes. Over do it - keep it simple and excel with less items. Create dishes your customers don’t like. PRODUCT LEADERSHIP - THE NO NO’s What NOT to do

CUSTOMER INTIMACY ATTITUDE

CUSTOMER INTIMACY ATTITUDE Be genuine and anticipate guest needs. Smile.

CUSTOMER INTIMACY Preferred Standard ATTITUDE Believe in making the impossible possible. Look for opportunities and challenges. Be enthusiastic and spirited in all encounters. Encourage "Yes" answers.

CUSTOMER INTIMACY Recommended Brands/Varieties (may vary from country to country) ATTITUDE Ensure a guest feedback/comment system is in place in all outlets. Communicate all feedback both positive and negative to all associates. Reward best performers and encourage and train those who need it.

ATTITUDE DO NOT: Say 'No' when 'Yes' is possible. Cancel daily briefings because you are too busy. Answer the telephone without a smile. Walk past any guest or colleague without greeting them. Bring personal problems to work or allow them to interfere with your performance. CUSTOMER INTIMACY - THE NO NO’s What NOT to do

CUSTOMER INTIMACY HOSPITALTY

CUSTOMER INTIMACY HOSPITALTY Excellent service for internal and external customers.

CUSTOMER INTIMACY Preferred Standard HOSPITALTY Practice the basics conscientiously by welcoming guests with warmth. Use guest's name, take care of their needs, anticipate or solve guest problems. Thank and invite them back.

CUSTOMER INTIMACY Recommended Brands/Varieties (may vary from country to country) HOSPITALTY Ensure a guest recognition programme is in place. Database and mailing lists to be updated regularly. Regular mailings. Keeping guests up to date. A well-presented monthly newsletter is encouraged this may be printed or electronic.

HOSPITALTY DO NOT: Remove an outlet host/hostess to save on payroll when restaurant has high traffic. Think it is only the responsibility of the host/hostess to greet and seat guests. Forget to thank guests and invite them to return. Forget to use guest's name. Forget to ascertain guest satisfaction. Automatically reject ‘off menu’ requests. CUSTOMER INTIMACY - THE NO NO’s What NOT to do

CUSTOMER INTIMACY GROOMING

CUSTOMER INTIMACY GROOMING Professional appearance and stylish associate fashion.

GROOMING Clean uniform daily, wear polished shoes. Subtle perfume and deodorant. Male staff clean-shaven. Female staff with light make-up. Hair neatly groomed or tied. Jewellery kept to a minimum. CUSTOMER INTIMACY Preferred Standard

GROOMING Use professional fashion/uniform designers either locally or overseas. Avoid designing in house or ordering from standard stock catalogues. Eliminate the bow tie and vest look. Battaglini, Allan Chai, Benny Ong, Victor Arzate. CUSTOMER INTIMACY Recommended Brands/Varieties (may vary from country to country)

CUSTOMER INTIMACY - THE NO NO’s What NOT to do GROOMING DO NOT: Allow too many pens in associates pockets. Allow cigarette packets in pockets. Omit regular grooming checks – shoes, nails, hair etc. Allow keys hanging outside of pockets. Allow unpolished or worn shoes. Permit associates to dye/colour their hair.

All materials presented here are copyright of Starwood Food & Beverage Asia Pacific, July All materials compiled by Martin B. Jones, Starwood Hotels & Resorts Asia Pacific Headquarters. Please direct all enquiries via to: