quy trinh dieu hanh chuan SOP SeaPearl Hotel

FB/ BQSE 01 Menu KnowledgeFB/ BQSE 02 Beverage Knowledge FB/ BQSE 03 Room Configuration & Capacities FB/ BQSE 04 Telephone Sales Techniques FB/ BQSE 05 Delphi Operation FB/ BQSE 06 Plans

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FB/ BQSE 01 Menu Knowledge

FB/ BQSE 02 Beverage Knowledge

FB/ BQSE 03 Room Configuration & Capacities

FB/ BQSE 04 Telephone Sales Techniques

FB/ BQSE 05 Delphi Operation

FB/ BQSE 06 Plans of Function Room Layouts

FB/ BQSE 07 Protocol

FB/ BQSE 08 Wedding Etiquette

FB/ BQSE 09 Applying for Special Licenses

FB/ BQSE 10 Audio Visual Equipment

FB/ BQSE 11 Special Effects Lighting

FB/ BQSE 12 Outside Contracting

FB/ BQSE 13 Purchase Order System

FB/ BQSE 14 Competitors Product

FB/ BQSE 15 Property Layout

FB/ BQSE 16 Engineering Capacities

FB/ BQSE 17 Distribution of Event Orders

FB/ BQSE 18 Revising of Event Orders

FB/ BQSE 19 Daily Event Summary & Final Event Orders

FB/ BQSE 20 Accommodation Rates

FB/ BQSE 21 Attending catering Meeting

FB/ BQSE 22 Attending the F&B Meeting

FB/ BQSE 23 Introducing Clients to Banquet Service

FB/ BQSE 24 Follow up Letter

FB/ BQSE 25 Understanding Financial Goals

FB/ BQSE 26 Outside Catering

FB/ BQSE 27 Convention Run Down

FB/ BQSE 28 Daily Conference Debriefing

FB/ BQSE 29 Convention Debriefing

Page 1 of 29 FOR INTERNAL USE ONLY

NOT TO BE MOVED FROM SEA PEARL PROPERTY

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Policy: Menu knowledge Code:

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Standard: Banquet Sales Executive will be able to explain, recommend and describe all Banquet menu items

Procedure

1 Review the Banquet menu and learn what items are available and be familiar with the

terminology of the menu

2 Observe the Chef's photographs and samples of menu items

3 Observe guest feedback as to the popularity of certain menu items once they have been

ordered

4 Know the yield contribution of each menu item with regards to profitability

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Policy: Beverage knowledge Code:

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Standard: All Banquet Sales Executive will know, understand and will be able to recommend all beverages available for Banqueting

Procedure

1 Know Banquet wine list and the availability of other wines for Banquet functions

2 Recommend wines that not only compliment meals but also yield high profit margins to

the department

3 Note relative feedback with regards to quality of wines that have been consumed in

Banquet functions

4 Recommend beverage packages as much as possible and know how to negotiate these

packages with guests

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Department: Banquet - Sales Executive Date: May 2011

Policy: Room Configuration &Capacities Code:

2 Know what flexibility these rooms have

3 Know what other rooms can be charged into break out if required

4 Match the guest requirements to the room availability, ensuring the maximization of

function rooms at all times

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Policy: Telephone Sales Techniques Code:

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Standard: All telephone enquiries possible are turned into profitable Banquet sales

Procedure

1 Answer the phone using correct procedures

2 Be attentive to the client’s needs and extremely responsive in re-acting to special

requests

3 Appear confident that you understand all of the items required by the various function enquiry

4 Respond to all enquiries within 24 hours or sooner

5 Be competitive and flexible by knowing the yield volumes of the business and

re-searching the potential that each company has for the Sheraton Hanoi Hotel & Towers

6 Follow up all enquiries at the required time

7 Go that little bit extra to clinch the business

8 Attend the telephone sales technique similar organized by the sales department

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 Handling Special Requests

 Issuing the Banquet Event Order

 Issuing Guarantee Sheets

 Daily/ weekly forecasts

 Banquet Menu Updating

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Policy: Plans of Function Room Layouts Code:

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Standard: Accurate floor plans of function events will be drawn by the Banquet Sales Executive

Procedure

1 Find out all details required for the function

2 Suggest a set up to the client which has been previously done successfully

3 Draw up a scaled floor plan showing room layout, table placement with number and submit to the function client for approval

4 Liaise with banquet Operation for any unusual or difficult set-ups

5 Copy the approval floor plan to banquet Operations for set up

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Department: Banquet – Sales executive Date: May 2011

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Standard: Banquet Sales executive will know the basic rules of protocol and be able to

Confidential refer these as required for official functions

Procedure:

1 Learn the basic rules of protocol

2 Use the rules of protocol when planning event timings

3 Ensure that banquet operations are familiar with the protocol pertaining to any event

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Department: Banquet – Sales Executive Date: May 2011

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Standard: Banquet Sales executive will have a thorough knowledge of wedding etiquette and be Able to advise wedding clients as required by them

Procedure:

1 Learn the basic rules of wedding etiquette as outlined in the wedding book

2 Use the rules of protocol when planning event timings

3 Ensure that banquet operations are familiar with the protocol pertaining to any event

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Policy: Applying for Special License Code:

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Standard: Banquet Sales Executives will apply for extensions and special licenses within the Required time and ensure these licenses are obtained prior to the function

Procedure:

1 Prefer to special hotel license and be familiar with:

a How to apply for a late license or license extension

b How to apply for an auction license

c How to apply for an outside catering license

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Policy: Audio Visual Equipment Code:

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Standard: Guest requests for basic audio visual equipment will be handled by the Banquet Sales Executive

Procedure:

1 Learn what equipment is available in house and what equipment is available for hire

2 Be familiar with all the rats of audio visual

3 Know what audio visual equipment is used for and bests suits each function area

4 Attend an audio visual lecture conducted by the banquet A/V Technician

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Policy: Special Effect Lighting Code:

1 Learn special effect lighting for weddings, dinner dances, buffets, cocktail parties that areavailable

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2 Ensure the purchase request accurately describes the service that is required

3 Double check the price of the service and enter this onto the Banquet event order

4 Attach a copy of the confirmed order with a master copy in the function file so that it may

be followed up prior to the event

5 Check delivery of outside items 24 hours prior to the function occurring to ensure

everything is in order

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Standard: All items to be purchased will be channeled through the Purchasing Department

within the amount of time required for it to be delivered to the hotel

Procedure:

1 Fill in purchase request accurately

2 Fill in appreciate account code

3 Deliver purchase request to the Purchasing Manager for purchasing

4 Follow up with them until the items received

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Standard: banquet Sales Executives will be fully aware of the competition’s activities in the market place, what they are selling and what functions they are holding

Procedure:

1 Visit the Metropole, Daewoo, Horizon, Nikko,West-Inn and other competitor hotels, on

a regular basis, taking note of what functions are occurring in their hotel

NB: This can be done by observing the function notice-board or by a phone call

2 Regularly get Banquet information sent from all properties

3 Be very familiar with the Banqueting marketing plan and sections of business that are available

4 Be pro-active in and look for business in the market place This can often be found in trade magazines, newspaper or by keeping your ear to the ground in the market place

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Standard: Guests who inquire through the catering department will be able to explained all aspects of the hotel including accommodation, rooms and hotel facilities available.Procedure:

1 Be familiar with all operations of the hotel including housekeeping, engineering,

personnel, sales, food & beverage, front office and security

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Policy: Engineering Capacities Code:

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Standard: banquet Sales executive will have knowledge of the electricity capacities of the

Ballroom and pre- function areas so they can advise function clients the best layout for their trade dislays

Procedure:

1 Obtain electrical drawings from the Engineering Department and know three phase outlets, GPO’s and circuitry diagrams of the Banqueting area

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Policy: Distribution of Event Orders Code:

3 A list of any event order that are still outstanding, with as many details as are available,will be distributed by the Tuesday afternoon

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Policy: Revising of Event Orders Code:

3 Any major changes to the event orders should be corrected by issuing a clearly marked

“REVISED” event order

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Policy: Daily Event Summary & Finalised

Event Orders

Code:

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Standard: A daily Summary Sheet indicating all events for the following day(s) shall be

distributed to all departments by the day

A copy of the finalized event orders will be distributed to operational departments

* Should receive a copy of the finalized Event Orders with the summary sheet

4 The above should be distributed by hand into the departmental pigeon holes

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Policy: Accommodation Rates Code:

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Standard: Banquet Sales executive will know, and be able to quote on accommodation rates as required by the guest

Procedure:

1 Learn the Hotel’ rate information

2 Know low and high periods of occupancy

3 Organise competitive room rates without sacrificing the average rate

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Policy: Attending Catering Meeting Code:

2 The catering meeting chaired by the Convention Services Manager

3 All functions for the next week are gone over in detail with the Production Chef, BanquetManager, Banquet A/V Technician, Sales Department

4 Other relevant department are to attend if necessary, to ensure that the communication process is fuly passed on and that the customers best interest is being address

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Policy: Introducing Clients to Banquet Service Code:

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Standard: All clients handled by Banquet Sales Executives will be introduced to the Banquet Manager or Shift Leader, prior to the start of the function

Procedure:

1 Meet the Banquet client prior to the start of their function

2 Ensure that the Banquet Manager or Shift Leader is thoroughly informed of all details on the Banquet area

3 Communicate any last minute details to the Banquet Manager or Shift Leader on duty

4 Introduce the Shift Leader or Banquet Manager the person in charge of their event on the day

5 Stay until reasonably confident that all details are taken care of and bid he function organizer farewell

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Policy: Attending the F&B Meeting Code:

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Standard: Banquet Sales Executive will attend the F&B meeting in the absence of the

Convention Services Manager

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Policy: Follow up Letter Code:

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Standard: All clients will have a personalized follow up letter sent to them within 7 days after the completion of the function

Procedure:

1 Obtain captain’s Report and read details carefully

2 Ring the function client and ascertain information relevant to their function, ensuring thatyou convey to them have taken the care to enquire from service personnel as to how their function ended up

3 Thank the client for their business

4 Send a letter of thank you and in major function, a personalized gift to ensure that the organized has fond memories of their function and will book future business with the hotel

Department: Banquet – Sale Executive Date: May 2011

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Policy: Understanding Financial Goals Code:

2 Be familiar with yield values and be able to negotiate profitable functions

3 Be flexible with regards to function enquires to ensure that no business escapes without every possible attempt to ensure it

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Policy: Outside Catering Code:

5 If any equipment from the site to be borrowed or used, consent from the event organized

is to be gained The site report will be used as a consent form

6 Final pricing should be determined upon the available facilities & equipment, location & accessibility, equipment required and cost of rental to service the site

7 All outside catering functions should stipulate bump-in and bump-out times as well as accommodation and transport details to & from the site

8 A follow up to the event should be conducted to ensure that all visible signs of the event have been cleaned up

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