Restaurant Operations Management: Principles and Practices© 2006 Pearson Education, Inc. Ninemeier/HayesUpper Saddle River, NJ Restaurant Managers and Banquets: Common Success Factors They do not forgot what their core business is. They know when to say, “no.” They know that every banquet involves numerous details and that a successful event does not just “happen.” They understand that communication and teamwork are critical. They realize that a significant service or a major production error can do significant damage to the reputation of the restaurant. They understand that a strong banquet business can have a positive impact on the overall restaurant. OH – 19.1

Restaurant Operations Management: Principles and Practices© 2006 Pearson Education, Inc. Ninemeier/HayesUpper Saddle River, NJ Questions to Be Addressed as Banquet Training and SOPs Are Planned How will food items typically prepared in small batches be prepared in larger quantities? Where/how will plated food be portioned? How will hot foods be kept hot from time of plating to service? How will food be transported to the dining area? Where will transport equipment be stored when not in use? What procedures are needed to stock beverage bars? How will payment be collected from beverage sales? How will IDs be checked at beverage bars? What mise en place is needed to get ready for banquet service? OH – 19.2

Restaurant Operations Management: Principles and Practices© 2006 Pearson Education, Inc. Ninemeier/HayesUpper Saddle River, NJ More Questions to Be Addressed as Banquet Training and SOPs Are Planned What banquet serving style(s) will be used? How will foods be picked up from the plating area? How will foods be transported? How will soiled tableware be removed? (Where will they go?) How will banquets be sold? What negotiation tactics should be used? What communication system between management, food/beverage production and dining service staff will be most beneficial? What factors should be considered as specific banquet dates and/or menus are assessed? OH – 19.3

Restaurant Operations Management: Principles and Practices© 2006 Pearson Education, Inc. Ninemeier/HayesUpper Saddle River, NJ Suggestions to Implement a Banquet Advertising Campaign Identify your market. Create ads that emphasize quality of food, quality of service and/or unique location or physical setting in ways that will appeal to your target market. Make your banquet ads memorable. Distribute your ads in the media and in locations most likely seen, heard or visited by your target audience. Ask your guests how they heard about the restaurant’s banquet service. OH – 19.4

Restaurant Operations Management: Principles and Practices© 2006 Pearson Education, Inc. Ninemeier/HayesUpper Saddle River, NJ Sample Banquet Event Order OH – 19.5

Restaurant Operations Management: Principles and Practices© 2006 Pearson Education, Inc. Ninemeier/HayesUpper Saddle River, NJ Banquet Agreements and Billing Policies Topics included typically relate to: The last date banquet space will be held without a signed agreement. The date by which an attendance guarantee must be received. The property's cancellation policy. An explanation of the fees that will be assessed if the agreement is canceled. A guarantee reduction policy. Billing – information about the amount of and schedule for guest payment. Information about the service of alcoholic beverages. Other information applicable to the specific event. OH – 19.6

Restaurant Operations Management: Principles and Practices© 2006 Pearson Education, Inc. Ninemeier/HayesUpper Saddle River, NJ OH – 19.7 Diagram of Serving Line for Plating of Banquet Entrée Course (Steak w/ Sauce, Baked Potato, and Vegetable)

Restaurant Operations Management: Principles and Practices© 2006 Pearson Education, Inc. Ninemeier/HayesUpper Saddle River, NJ Basic Banquet Bar Pricing Plans Charge by the drink Charge by the bottle Charge by the hour OH – 19.8

Restaurant Operations Management: Principles and Practices© 2006 Pearson Education, Inc. Ninemeier/HayesUpper Saddle River, NJ Collecting Cash at a Cash Bar Bartenders may use an electronic register in the same way that it is used in the restaurant's permanent bar: guests pay cash for drinks as they are served. Bar cashiers may be used who sell, for example, tickets (different colored tickets represent different drink selling prices) that guests “trade” for a beverage when it is produced by the bartender. OH – 19.9

Restaurant Operations Management: Principles and Practices© 2006 Pearson Education, Inc. Ninemeier/HayesUpper Saddle River, NJ Basics of Banquet Service Service should begin with a line-up meeting Procedures to setup table and serve guests are much the same as those used for American (plated) service Service styles can vary between courses (for example, American service for all courses except dessert; Russian service used for coffee service) Ala carte servers can often serve as banquet servers; on-call servers may also be needed OH – 19.10

Restaurant Operations Management: Principles and Practices© 2006 Pearson Education, Inc. Ninemeier/HayesUpper Saddle River, NJ OH – Flowchart for Off-Site Catering Event

Restaurant Operations Management: Principles and Practices© 2006 Pearson Education, Inc. Ninemeier/HayesUpper Saddle River, NJ Off-Site Location Review Form OH – 19.12

Restaurant Operations Management: Principles and Practices© 2006 Pearson Education, Inc. Ninemeier/HayesUpper Saddle River, NJ Off-Site Location Review Form (continued) OH – 19.13

Restaurant Operations Management: Principles and Practices© 2006 Pearson Education, Inc. Ninemeier/HayesUpper Saddle River, NJ Organizational Chart for a Large Off-Site Catered Event OH – Restaurant Manager Chef Preparation Assistants Utility Person Food Servers Buspersons Catering Site Manager CooksCarversFood Runners Buffet/ Dining Room Set-Up Dining Room Supervisor Bartenders Beverage Servers

Restaurant Operations Management: Principles and Practices© 2006 Pearson Education, Inc. Ninemeier/HayesUpper Saddle River, NJ About Off-Site Catering Locations The off-site location can present a significant challenge (Important factors are assessed in the off-site inspection review form) It is important to: –Determine responsibility for usage fees, if any –Make arrangements for delivery of equipment, if any, and for food/beverage products, supplies, smallwares and all other items –Consider serving and dining spaces and necessary chairs, tables and all serving equipment/utensils –Make arrangements for and comply with all laws applicable to the serving of alcoholic beverages Inspection of restroom and parking facilities and all other space at the site is critical OH – 19.15