STANDARD OPERATING PROCEDURES
FOOD AND BEVERAGE
BRAND STANDARDS
he information contained in this
CONTENTS
section of the Standards manual
#1 Hours of Operation
outlines Food and Beverage Brand
#2 Outlet Design and Development
#3 Orientation and Training
Standards. They indicate the key
#4 Redcoat Program
areas necessary to maintain the
integrity of the MHRS Brand. These
are minimum standards.
F&B Brand Standard #1
STANDARD OPERATING PROCEDURES
HOURS OF OPERATION
MINIMUM STANDARDS
CASUAL 3-MEAL
A DAY RESTAURANT
MHRS MINIMUM REQUIREMENTS
OBJECTIVE
To provide guidelines
for Food and Beverage
Operations to ensure the
hours of operation of all
outlets are in compliance
with brand standards.
Breakfast
6:30 am - 11:00am
7:00 am - 11:00am
Monday - Friday
Saturday - Sunday
Lunch
End of Breakfast - 2:00pm
7 days a week
Dinner
5:00pm - 10:00pm
7 days a week
If the restaurant is closed between 2:00pm and 5:00pm, food
must be available in the lounge during those hours
ROOM SERVICE
MHRS MINIMUM REQUIREMENTS
6:00am - 11:00pm continuous service
STANDARD MEAL PERIODS
Breakfast 6:00am - 11:00pm
All Day
11:00am - 11:00pm
Dinner
5:30pm - 11:00pm
CONFERENCE CENTERS MINIMUM REQUIREMENTS
6:00am - Midnight continuous service
JW MARRIOTT MINIMUM REQUIREMENTS
24 hour Room Service with restaurant menus available
In properties where there is sufficient demand, hours may be
extended
All day dining starts when breakfast ends and is offered until
all kitchens are closed
See also:
Brand Integrity Manual
F&B Brand Standard #2
STANDARD OPERATING PROCEDURES
OUTLET DESIGN &
DEVELOPMENT
MINIMUM STANDARDS
MHRS MINIMUM FOOD & BEVERAGE REQUIREMENTS
OBJECTIVE
To provide guidelines
for major construction,
re-design and
reconfiguration of F&B
outlets, to ensure
consistent, companywide quality standards in
all food and beverage
operations.
Properties must follow Design Standards Guide
All Food and Beverage construction must comply with
the Americans with Disabilities Act (ADA) and any local
requirements
The size and concept of Food and Beverage outlets are
based on hotel size (i.e. number of guest rooms/size of
catering operations) and a thorough analysis of the
competitive market. A typical program requires 0.4 seats
per guest room
The Casual Restaurant will have convenient access from
the Lobby
The Casual Restaurant serves three meals a day with a
combination of breakfast buffet and a la carte service
The Lobby Lounge provides beverage service throughout
the day in comfortable seating areas conducive to serving
individual customers or groups
CONVENTION HOTELS AND MARQUIS HOTELS MINIMUM FOOD &
BEVERAGE REQUIREMENTS
.
Second restaurant and second lounge/beverage outlet
RESORT PROPERTY MINIMUM FOOD & BEVERAGE REQUIREMENTS
.
Multiple restaurant facilities including a three meal a day
restaurant, a second restaurant and second lounge in
keeping with the theme and/or having local flavor items
on the menu
Food and Beverage service is available at the pool
Pantry Operation
F&B Brand Standard #2
STANDARD OPERATING PROCEDURES
OUTLET DESIGN &
D E V E L O P M E N T. C o n t .
JW MARRIOTT MINIMUM FOOD
AND
BEVERAGE REQUIREMENTS
Upscale Food and Beverage outlets as defined by market
analysis
Private Dining Area
Upgraded finishes for the buffet
Lobby Lounge with an upscale atmosphere, concept
dictated by the market
Properly finished tabletops (Granite or Wood)
Floor at the entrance area and bar area to be stone or
wood finish
Significant use of millwork
TVs encased in cabinets
CONFERENCE CENTERS MINIMUM REQUIREMENTS
.
Permanent refreshment areas (break areas) adjacent to
meeting rooms
Separate conference-dining facilities with upscale buffet
Kiosk service stations designed specifically for conference
groups
See also:
Design Standard Guides
ADA Act
Brand Integrity Manual
F&B Brand Standard #3
STANDARD OPERATING PROCEDURES
ORIENTATION AND TRAINING
MINIMUM STANDARDS
MHRS MINIMUM
OBJECTIVE
To provide standards for
complete and thorough
orientation of Food and
Beverage associates
allowing them to rapidly
assume effective and
productive roles in the
organization.
REQUIREMENTS
All associates complete the Standard Marriott Orientation
within the first 30 days of their employment
Daily meetings are held per shift in all departments to
review the 20 basics (one per day)
All associates receive basic business education via Root
Learning Maps annually
All associates are trained in the L.E.A.R.N process
(Service Excellence Training Class)
See also:
Basics of the Day
Marriott Orientation Packages
Associate Handbook
Root Learning Maps
Service Excellence Class
F&B Brand Standard #4
STANDARD OPERATING PROCEDURES
REDCOAT PROGRAM
MINIMUM STANDARDS
MHRS MINIMUM
.
All meeting area Event Service Managers/Supervisors/AV
Personnel are designated as "Redcoats" and wear a red
coat for easy identification
All Redcoat associates are connected to the appropriate
department via radio and/or cell phone
The Redcoat or Sales person should explain the role of
the Redcoat and method to communicate needs
Customers should be given the option of a simple phone
number to call to be in contact with the Redcoat or a cell
phone or 2-way radio
Develop a Redcoat Meeting Planner Checklist
Create a Meeting Planner Survival Kit (LSOP)
OBJECTIVE
To provide an exclusive,
high profile customer
satisfaction program that
addresses immediate
customers needs,
anticipates potential
problems and provides
proactive solutions.
REQUIREMENTS
See also:
MHRS Brand Integrity Manual
Meeting Services Core Deliverables Manual
