STANDARD OPERATING PROCEDURES

STANDARD OPERATING
PROCEDURES
CONTENTS
EVENT MANAGEMENT
#1 OPEN
#2 Banquet Event Orders (BEOs)
#3 Daily BEO Meeting
#4 Catering Gratuity and
Service charge
#5 Written Communications with Customers
#6 Maximizing Space
#7 OPEN
#8 OPEN
#9 OPEN
#10 OPEN
#11 Sales and Service
Intensity Meeting
#12 Catering Taste Panels for External Customers
#13 OPEN
#14 Weekly and Daily Events Sheets
#15 Pre-Convention and Post-Convention Meetings
#16 Box Lunch
#17 Banquet Checks
#18 Banquet Guarantees and Set Numbers
#19 Acceptance of a Guest Package
#20 Continental Breakfast and Coffee Breaks
#21 Red Coat Program
#22 Leftover Banquet Food
#23 Banquet Control Policies and Procedures

Event Management #2

STANDARD OPERATING PROCEDURES

BANQUET EVENT ORDERS

MINIMUM STANDARDS
.

BEOs are prepared at least 14 days prior to the

event if all information is available

BEOs are distributed no more than 30 days before

the event

BEOs are distributed to the operational

departments prior to the distribution of Weekly
Schedule of Events. BEOs that are distributed
after the Weekly Schedule of Events is distributed
are considered "Pop-Ups"

BEOs are formatted with the following information:

OBJECTIVE
To provide standards
for communicating
customer objectives and
event requirements
effectively and
expeditiously to the
operational departments
and customers. The
BEO serves as a written
agreement of the
services the hotel will
provide to the customer.

Header, including the hotel name, address,

phone number and fax number
Customer information, including but not limited
to: name of customer, name of group, name of
on-site contact and posting information
(optional: customer address, phone and fax
numbers and billing address)
Booking manager and event manager names
Event time, type of event, event location,
expected number of guests, guarantee and set
for number of guests
Food and Beverage information, arranged
according to event times
Event function room set-up information
Audio visual equipment and set-up information
Method of payment
Other miscellaneous information
Service charge and tax information
Customer's signature line
Guarantee of attendance clause
Key Objectives (where appropriate)

Event Management #2

STANDARD OPERATING PROCEDURES

BANQUET EVENT
ORDERS - Cont.
.

BEOs are approved by the Director of Event

Management or a designated event/catering
manager prior to distribution to the operational
departments

Final BEOs are signed by the customer and placed

in the customer's file

All signed BEOs are kept on file for seven years or

according to local and/or state statue of limitations
if that exceeds seven years

Non-automated hotels, develop an LSOP on

distribution procedures

Non-automated hotels use a master "31 Day" BEO

file to file BEOs. This file will be used for consulting
on menu consolidations and to make changes

BEOs are updated as changes occur and

communicated as needed

Hotels have an LSOP on how to manage the

following:
"Pop-Up" BEOs (events booked after the
distribution of the Weekly Events Schedule)
Revised BEOs
Cancelled events after the BEO has been
distributed to operational departments

Event Management #3

STANDARD OPERATING PROCEDURES

DAILY BEO MEETING

MINIMUM STANDARDS
.

BEO meetings are scheduled at the same time

every week day

Attendance of Catering/Event Manager, Banquet

Manager/Maitre d, Food Production, Catering/Event
Service Management and A/V Manager is required

Review:
Group name/meeting planner requirements
Customers objective
Time of the event
Room assignment
Guarantee/set
Changes
Menu Information

On busy weekends, meeting is held as needed

Operational issues and equipment requirements are

reviewed

Previous day and current challenges are reviewed

OBJECTIVE
To educate Event/Catering
associates about the
specific business scheduled
over the next two days.

Event Management #4

STANDARD OPERATING PROCEDURES

CATERING GRATUITY AND

SERVICE CHARGE
MINIMUM STANDARDS

OBJECTIVE
To provide standards
on the communication,
distribution, and
administration of
gratuities and service
charges.

Service charges that are not distributed to event

associates (those associates paid on a flat hourly
basis) are recorded as Event Management revenue

Hotels on a gratuity system distribute the approved

gratuity percentage to the applicable catering
associate in accordance with accounting
procedures. If the hotel retains a percentage of the
gratuity, the remaining amount is credited to wages

Hotels obtain written approval from the Regional

Vice President of Operations to use the gratuity
system

Hotels obtain Regional Vice President of Operations

approval on the LSOP regarding distribution
method, positions eligible, and the percentage of
gratuity to be paid out to the catering hourly
associate

Customers who would like to offer an additional

gratuity in cash or through a master account follow
these procedures:
A written list of associates, by name, is
assembled and the amount of the distribution
to each noted
The meeting planner's signature is obtained on
the banquet check or miscellaneous charge slip
indicating the amount that will be posted to
the group's master account
If cash is received, it must be deposited to
offset the payout
The Director of Finance signs
Distribution of the gratuity is made through
MARPAY or local payroll system
All records concerning the transaction are
saved in the customer file

Event Management #4

STANDARD OPERATING PROCEDURES

GRATUITY AND SERVICE

CHARGE - Cont.
NOTE: Should a customer offer a gratuity or gift to an
Executive Committee Member or Director of
Catering/Event Management, such associate must
follow the procedure outlined in Corporate policy
No.1 - Ethical Conduct - Avoiding the improper giving
or receiving of gifts which requires, among other
things, disclosure to and consent by such associates
supervisor and disclosure in the associates annual
CP-1 Questionnaire
.

Hotels conduct periodic audit on procedures to

ensure compliance with this SOP and all supporting
LSOPs

Canvassing, requesting and/or soliciting gratuities of

service fees by Marriott International managers,
associates or subcontractors acting on Marriott
International's behalf is strictly prohibited

Local and State laws governing gratuity and service

charge terminologies supersede any Marriott policy.
Please check your local resources for compliance
with government regulations

Definitions:
Service Charge
Applies a percentage service charge to the
Guest Account; recorded as revenue; service
staff is paid a flat hourly rate for time worked
and does not share in the service charge.
Under Service Charge system hotels, managers
will not receive a portion of the service charge
Gratuity System
Applies a percentage gratuity to the Guest
account; these dollars are distributed to the
Catering applicable associates; sometimes with
a portion retained as an offset (credit) to
wages
See also:

Local Laws, Tax Laws and other Government

Regulations
LSOP
Human Resources Guidelines

Event Management #5

STANDARD OPERATING PROCEDURES

WRITTEN COMMUNICATIONS &

PRINTED MATERIALS
MINIMUM STANDARDS

OBJECTIVE
To provide standards
for customized
communication to the
customer from inquiry to
closure that projects a
positive image of quality,
service and value to the
guest.

Proposal letters are written based on OBF principles

(Objectives-Benefits-Features)

All correspondence is personalized

Proposals are generated within 24 hours of

customer contact or followed up in the interim with
a short personal note

BEOs are 8.5" x 11" in size for the customer

Confirmation letters and BEOs are sent for customer

signature; the returned copy is retained on file;
customer files are kept for seven years or according
to the statute of limitations

A stamped, addressed envelope is included with all

correspondence requiring a customer signature
and/or return receipt

Menus are printed on custom paper and updated a

minimum of once a year

Each menu page lists the hotel's name, address,

phone number and fax number

Menus sent through the mail are presented in a

menu jacket or hotel brochure

Each menu page lists the service charge percentage

and applicable tax percentage at the bottom

Date codes are printed on each menu page on the

lower right hand corner

Menus comply with truth in menu guidelines

Menus are checked for grammar and spelling before

sending to a customer

Handwritten additions are not acceptable on any

menu or proposal

The use of Marriott International name and/or

symbols complies with corporate SOPs

See also:

Marriott International Trademark SOP.

Event Management #6

STANDARD OPERATING PROCEDURES

MAXIMIZING SPACE
MINIMUM STANDARDS
.

Hotels have an LSOP that addresses the following

business requirements:
Time frame to hold tentative bookings

OBJECTIVE
To provide standards
for the recording of
booked events and
potential business
opportunities to
maximize sales,
profitability and guest
satisfaction.

Method of differentiating, passive and

aggressive holds on space based on customer's
interest level
.

Hotels audits the diary each period to:

Ensure compliance with tentative hold
timeframes
Identify free sell opportunities
Resolve potential space conflicts
Ensure effective yield management of function
space to maximize revenue
Immediately release space upon cancellation of
an event

For non-automated hotels the diary includes all of

the following information:
Authorized manager responsible for the
booking
Decision date on tentative holds
Event time, type and set-up
Customers phone number
Indication if the event can be moved
Estimated revenue the event will generate
Designate whether the business is local or
group related

Event Management # 11

STANDARD OPERATING PROCEDURES

DAILY SALES AND SERVICE

INTENSITY "STAND UP"
MINIMUM STANDARDS

OBJECTIVE
To provide the
opportunity for the
Catering Sales, Event
Management and Event
Operations team to begin
each day focused on
maximizing revenue and
providing outstanding
customer service.

Department Head or designated manager conducts

a stand up meeting with their staff at the start of
each day/shift

All department staff present attend the meeting

Banquet and Catering Service representatives

attend the Event Management / Catering Sales daily
meeting and communicate the information gathered
to their own departments

Meeting takes no longer than 15 minutes

Meeting may be incorporated into the "daily loyalty

(basics) meeting"

Daily appointments, VIPs, challenges, successes are

reviewed

Daily hotel meetings and who should attend are

reviewed

See also:

Daily Event Sheet

Loyalty Training

Event Management #12

STANDARD OPERATING PROCEDURES

TASTE PANELS FOR EXTERNAL

CUSTOMERS
MINIMUM STANDARDS
.

Event manager coordinates and conducts the taste

panel

Event manager discusses and establishes the menu

with the customer prior to the taste panel

Taste panels are held in a banquet room

Food is prepared by the banquet food production

staff and served by a senior member of the event
service staff

Hotel prepares one show plate of each item

presented. Each guest receives an individual tasting
of each item

At a minimum, the manager responsible for the

event must attend, as well as a senior member of
the culinary staff and service teams

Property to develop an LSOP on the number of

guests that may attend a taste panel along with the
meeting planner

The food presentations are photographed for

reference to ensure what was served at the taste
panel is duplicated on the day of the event

The customer is provided with a set of photographs

The customer is not charged for the taste panel

Every taste panel includes one upgraded item from

each of the menu selections

Catering/Event manager presents miscellaneous

upsell options to customer (i.e., specialty linen,
centerpieces, audio visual enhancements, dcor
options, etc.)

Wine service is offered at each taste panel (as

appropriate*) for upsell opportunities

OBJECTIVE
To provide guidelines for
the execution of a catering
taste panel to enable the
customer to experience a
representation of the food,
beverage and service they
will receive at the
proposed event.
*This may not always be
appropriate in international
properties

Event Management #14

STANDARD OPERATING PROCEDURES

WEEKLY AND DAILY EVENT

SHEETS
MINIMUM STANDARDS
.

Weekly Events Sheet includes:

Group name
Day, Date

OBJECTIVE

Number of people
Sales Manager, Event Manager, Catering
Manager names

To provide a method
for communicating daily
and weekly events to
hotel staff.

Type of function
Room assignment
BEO numbers
Event time
.

Weekly Event Sheet is prepared and distributed by

10am Wednesday each week

Weekly Event Sheet covers ten days of events

beginning the following Saturday

All managers verify that all information included in

the weekly is accurate

Daily Event Sheet Includes:

Group name
Day
Date
Booking contact name, on site contact name
Event Time
Detailed Agenda
Function type
Guarantee/Set
Room assignment

Event Management #15

STANDARD OPERATING PROCEDURES

PRE CONVENTION MEETING

MINIMUM STANDARDS
.

The pre-con/event meeting is used in the following

situations for both Network and Core hotels:
All groups of 75 plus rooms (peak night)

OBJECTIVE
To provide the Meeting
Planner with the
opportunity to meet with
selected members of the
hotel staff in the format
of their choice, to
review/reconfirm their
program and make
changes prior to the
event.

High impact, national or hotel focus accounts,

special groups
All groups will be offered these services during
the Sales and Pre-Event Stages
.

The Meeting Planner is offered a PreConvention/Event Meeting during the sales stage
and the response is noted in the file turnover
information

Customers define the format of the Pre-Convention

Meeting/Event Meeting (formal or invitation only)
and whom they would like to attend

The Convention Services Manager or Banquet

Manager (pre-determined) reviews daily details with
the Meeting Planner prior to the beginning of the
meeting (all meeting sizes) if the customer declines
to have a Pre-Convention/Event Meeting

Formal Pre-Convention/Event Meetings have name

plates with the department name so associated
staff can be easily identified by the Meeting Planner

If the Meeting Planner declines the meeting, the

Redcoat reviews daily details with the Meeting
Planner prior to the beginning of the meeting

All Pre-Convention/Event meetings have

refreshment service

See also:
Meeting Services Core Deliverable
Policy and Procedure Manual

Event Management #15

STANDARD OPERATING PROCEDURES

POST CONVENTION/EVENT
MEETNG
MINIMUM STANDARDS
.

Groups of 75 rooms or more (peak night) are

offered a Post-Convention/Event meeting

The Post-Convention/Event Meeting are offered to

the customer during the Sales Phase

Event Manager/Convention Manager develops the

Post-Convention/Event meeting format with the
customer

Formal Post-Convention/Event Meetings are noted

on the resume schedule of events

Informal Post-Conventions/Event Meetings are listed

as "do not post"

The Meeting Planner is given the choice of when

and with whom they want to meet, and whether a
formal meeting is required

Formal Meeting Attendee:

OBJECTIVE
To show appreciation
for the Meeting Planner's
business and provide
them the opportunity to
provide objective
feedback about Marriott's
meeting delivery
performance.

General Manager
Event Manager (if requested by the Meeting
Planner)
Sales Manager, if applicable
.

The Meeting Planner comments are captured and

shared with the appropriate staff following the
meeting

See also:

Meeting Services Core Deliverables

Policy and Procedure Manual

Event Management #16

STANDARD OPERATING PROCEDURES

BOX LUNCH
MINIMUM STANDARDS
MENU

OBJECTIVE
To provide standards of
service and presentation
for boxed lunches to
ensure that the meeting
customer receives a
quality, consistently
delivered value-driven
product.

Menus feature a minimum of three box lunch

selections and one vegetarian alternative

When whole fruit is included in the menu, only

fresh, seasonal fruits are used that do not require
the customer to peel the skin (i.e, bananas,
oranges, etc.)

Only high quality, fresh bread is used for

sandwiches

Food is assembled the day of the event and not

refrigerated for more than two and a half hours
prior to serving

CONTAINER
.

The box container is easy to display and stack.

Barn boxes are not permitted

Paper napkins are a minimum of 2-ply and 17" x

17" in size

Plastic utensils are wrapped and sealed

Plastic fork, spoon, knife, salt and pepper are

included with each meal

Sandwiches are packaged in a leak-proof, clear

plastic container

A liner is provided with each box lunch

If using the corporate white lunch box, the

approved band closure is required

Boxes are labeled to indicate the contents

Event Management #17

STANDARD OPERATING PROCEDURES

BANQUET CHECKS
MINIMUM STANDARDS
.

Group name, contact name

Day, date
PMS account number
Group/local designation/in house
Initials of Event Manager handling the
account
Initials of the associate preparing the
check

OBJECTIVE
To provide internal and
external customers with
timely, accurate
summary of banquet
charges incurred for
goods and services
provided.

The following information is included on the check

The check is signed by the customer, indicating

receipt of goods and services

Checks are typed and presented in check presenters

Copies of check are distributed according to LSOP

Event Management #18

STANDARD OPERATING PROCEDURES

BANQUET GUARANTEES
AND SET NUMBERS
MINIMUM STANDARDS
.

All catered events require a guarantee of

attendance a minimum of 72-48 business hours
prior to the start of the event. Generally, if a
guarantee is not given 72-48 hours prior to the
event, then the expected count will become the
guarantee. Once a guarantee is provided, it may
be increased, but not lowered. If the customer
does not provide a guarantee or lowers it, the hotel
must use good business discretion to ensure
customer satisfaction

The guarantee is the number of guests the

customer will be charged

Generally, the set number will be 3% over the

guarantee of attendance, but not more than 5%.
The hotel must be flexible on the set number based
upon the competitive market set and type of
function

Culinary produces the appropriate number of meals

based on the set count and not the guarantee

OBJECTIVE
To set, order, prepare,
staff, and charge for a
minimum number of
guests at a banquet
event.

See also:
NGS Manual

Event Management #19

STANDARD OPERATING PROCEDURES

ACCEPTANCE OF GUEST
PACKAGES
MINIMUM STANDARDS
.

One central area is designated for receipt of all

packages, boxes and meeting materials

BEOs and/or SOEs (Schedule of Events) require all

known shipping and receiving information

A receiving log is maintained indicating who

received/sent boxes, method of delivery/shipment,
day of delivery/shipment and place of storage

The catering/event/convention services department

is advised immediately upon receipt of the boxes

One source at the hotel is designated to ship

packages for the customer upon request

The customer is informed that boxes shipped to the

hotel must clearly indicate the following
information:

OBJECTIVE
To ensure that all
packages sent by the
customer are properly
handled and arrive at the
designated meeting room
prior to the start of the
meeting. To ensure all
shipments of boxes are
properly sent.

"Hold For [Customers Name]

Company name
Event date(s)
Hotel manager assigned to the event
Event name

See also:
LSOP

Event Management #20

STANDARD OPERATING PROCEDURES

CONTINENTAL BREAKFAST
AND COFFEE BREAKS
MINIMUM STANDARDS
FOR CONTINENTAL BREAKFAST
.

OBJECTIVE

Catering menus include one basic continental

breakfast with the following requirements:
Juice: 3 varieties with one being fresh
squeezed orange juice

To provide standards of
service and presentation
with the objective of
offering the meeting
customer a quality,
consistently delivered,
value-driven product.

Breakfast Breads: 4 varieties with one sweet

selection, one savory selection, two muffin
selections and one regional favorite
Fresh fruits: whole or sliced
Appropriate condiments
Beverages: coffee and tea service, soft drinks
and bottled water

FOR MID-MORNING BREAKS

.

Catering menus include one basic mid-morning

break with the following requirements:
Beverages: coffee, tea, soft drinks, iced tea
and bottled water
Food item: one sweet selection or one savory
selection
Appropriate condiments

FOR AFTERNOON BREAKS

.

Catering menus include one basic afternoon break

with the following requirements:
Beverages: coffee, tea, soft drinks, iced tea
and bottled water
Food items: one sweet selection and one
savory selection

Event Management #21

STANDARD OPERATING PROCEDURES

REDCOAT PROGRAM
MINIMUM STANDARDS

OBJECTIVE
To provide an exclusive,
high profile customer
satisfaction program that
addresses customers'
immediate needs,
anticipates potential
problems, and provides
pro-active solutions.

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

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)

The Redcoat or Sales person should explain the role

of the Redcoat and method to communicate needs

See also:
MHRS Brand Integrity Manual
Meeting Services Core Deliverables Manual

Event Management #22

STANDARD OPERATING PROCEDURES

LEFTOVER BANQUET FOOD

MINIMUM STANDARDS
.

Customers may not remove perishable food from

the hotel property under any circumstances.There is
a risk that the food could be transported, handled,
stored or reheated in a manner that could allow
food to become contaminated by foodborne
pathogens

Certain types of packaged foods may be permitted

to be given to the customer, as long as the package
food is not perishable

If a customer asks to take home leftover foods, the

hotel explains why it is not in the customer's best
interest to do so

The hotel should explore the option of donating

appropriate food items to Second Harvest, or
donating a cash equivalent in the customer's name.
This should be communicated to the customer

OBJECTIVE
To ensure the proper
handling of leftover food
when requested by a
customer to take the
food out of the hotel.

See also:
Corporate Public Relations

Event Management #23

STANDARD OPERATING PROCEDURES

BANQUET BEVERAGE CONTROL

POLICIES AND PROCEDURES
MINIMUM STANDARDS

OBJECTIVE
To ensure that alcoholic
beverage movement
throughout the banquet
operation is accurately
recorded and followed in
compliance with all local
and state laws.

Each bar requires a requisition sheet, filled out by

the banquet captain or maitre d' and given to the
designated bartender

All requisitions are signed by the bartender and the

person issuing the product

All requisitions for spirits are transacted on a full for

empty basis

All cash bars have an approved cash register for

self-cashiering or a cashier and ticket system must
be used

Bartenders make blind drops prior to the

bank/deposit reconciliation

Cash bars have signage indicating the price of

beverages being served

All bars complete a Beverage Potential Worksheet

All bars serve Gold Standard approved brands

All full service bars stock, at a minimum, premium

well liquors, beer, wine, soft drinks and bar mixers

If banquets maintain a separate beverage

storeroom, a perpetual log is maintained by a
designated associate

All liquor and wine is identified with a colored

period sticker before being issued

Period stickers are secured under lock and key.

Only authorized associates have access

All tickets, for cash sales, are secured under lock

and key. Only authorized associates have access

Partial bottles of liquor are not "married"

Event Management #23

STANDARD OPERATING PROCEDURES

BANQUET BEVERAGE CONTROL

POLICIES AND PROCEDURES - Cont.
IMPORTANT NOTE: Marriott International beverage
policies are based on prevalent local and state liquor
laws, as well as cost control factors. Generally, state
and local liquor laws will take precedence over
Marriott Policy, unless Marriott Policy ensures greater
accountability.
See also:
Gold Standard Guide