INTERNATIONAL

OPERATIONS
PRE-OPENING
MANUAL

TRAINING & RELATED INFORMATION

˜ New Hotel Pre-Opening Work List (page 3)
˜ Food & Beverage Training and Scheduling Information
(page 5)
˜ Blank New Associate Training Packet Checklist (page 9)
˜ Sample Total F&B Training Schedule (page 11)
˜ Sample Alternate Format for a F&B Training Plan
(page 15)
˜ Practice Meals (page 19)
< Explanation and Commonly Asked Questions
< Important Notes
< Sample Invitation Letter for Associates to Attend Practice Meal
< Sample Practice Meal Schedule for all F&B Outlets and Blank
Schedule
< Practice Meals Reservations
< Practice Meal Set-Up Suggestion
< Practice Meal Signage & Set-Up
< Practice Meal Reservations
< Blank Meal Cards
< Practice Meal Schedule of Shift Events
< Associate Scheduling Guidelines
< Critique Sheet - Bars
< Critique Sheet - Restaurants
< Critique Sheet - Room Service
˜ Miscellaneous Equipment Checklists (page 47)
˜ Task Force Project Lists
(page 49)
˜ POS Information (page 55)
 NEW HOTEL PRE-OPENING WORK LIST

HOTEL NAME : _______________________________________________________

PRE-OPEN PHONE # : ___________________ FINAL PHONE #: _____________________

PRE-OPEN FAX #: ___________________ FINAL FAX #: ________________________

PRE-OPEN ADDRESS: ___________________ FINAL ADDRESS: ____________________

_______________________________________________________

DEPT. DIR: _______________________________________________________

DEPT. MGRS.: _______________________________________________________

ASST. MGRS / SUPVS: _______________________________________________________

CHEF: ______________________________________________________

5-SU MOVE-IN DATE : ______________________________________________________

HOTEL OPENING DATE : ______________________________________________________

TASK FORCE REPORTS: ___________________ DEPARTS: ________________________

TASK FORCE
ORIENTATION MEETING - TIME: _____________ PLACE : __________________________

F & B SERVED: ________________________________________

TASK FORCE LEADER:____________________ ROOM/PHONE#: __________________

CLASSROOM TRAINING DATES:________________________________________________

CLASSROOM TRAINING TIMES: AM: ____________ PM: _____________

ORIENTATION DATE : ______________________ TIME: __________________________

UNIFORM FIT DATE : ______________________ TIME: _________________________

SERVICE SYSTEM: ____________________________________________________________

TRAINING ROOMS: POS ______ CLASSROOM ______ BREAKOUT______ MEALS______

TASK FORCE COORDINATOR: _________________________________________________

COORDINATOR ROOM/PHONE # : ___________________________________________

Restaurant - Page T-2 Marriott International - All Rights Reserved 1998

NEW HOTEL PRE-OPENING WORK LIST (Continued)

PRACTICE SERVICE SCHEDULE: _________________ OUTLET

DAY/DATE MEAL PERIOD TIME # COVERS

LUNCH

DINNER

HAPPY HOUR

EVENING

LUNCH

DINNER

HAPPY HOUR

EVENING

LUNCH

DINNER

HAPPY HOUR

EVENING

WHO WILL HANDLE PRACTICE SERVICE RESERVATIONS :

_____________________

WHO WILL BE INVITED :

___________________________________________________

Marriott International - All Rights Reserved 1998 Restaurant - Page T-3

 FOOD & BEVERAGE TRAINING AND SCHEDULING INFORMATION

BACKGROUND
In the beginning of Marriott International=s major growth (1980s), the corporate F&B staff was
very involved in the planning and execution of training programs for hotel openings. Their
experience has been one of the factors crucial to the generally successful openings Marriott
has had.

With the continued rapid expansion of Marriott International, this personalized contact has
become more and more limited. While staff will still be available for limited support, the
responsibility for planning and organizing the opening training program will fall to the local hotel
management.

Therefore this section of the Pre-Opening manual is designed to pass on information to those
people involved in planning training schedules. This information has been gleaned from many
hotel openings, through many arduous and tense days, and after many hard-learned lessons.
We hope through these experiences to save you from some of the problems and pitfalls of the
past.

RESPONSIBILITIES
The overall training program for food and beverage is generally done by the Afront-of-the-
house@ management, basically, because of the need to coordinate practice meal, beverage
and catering sessions. All of the scheduling should be done in collaboration with kitchen input
and their training needs, of course.

PLANNING THE PROGRAM

The designated manager coordinating the training schedule needs to consider these events
when planning the final training schedule.

˜ Setting up and co-leading the Pre-Opening Management Seminar

˜ Coordinating POS (point-of-sale) training with the corporate representative.
˜ Task Force arrival and length of stay
˜ Establishing the days of training for associates, including the coordinating of the
practice meal days - 6 Days prior to opening (3 Aclassroom,@ 3 practice meals)

Also see the sample Pre-Opening Schedule of Important Events in the Training section of this
manual. It has a few more Aideal@ training days built in to its schedule.

OTHER NOTES:
˜ The sample schedules have Aoptimum@ training time listed. But, a minimum of three
days Aclassroom@ training and three days practice meals is needed.
˜ If possible, have uniform fittings and hotel orientation prior to training week.
˜ Combine classes as much as possible and then have Abreakouts@ for individual job
training (Host/ess, Barbacks, etc.) Try to stay within an 8 hour day.
˜ Make every minute count. Time is precious!
˜ Be flexible. No matter how much you plan and organize, everything is subject to change
during an opening. Your reaction to stress will be remembered long after the pre-
opening is past.

Restaurant - Page T-4 Marriott International - All Rights Reserved 1998

PLANNING THE PROGRAM
Since each hotel and each situation is unique, there will, of course, be adaptions to the above
format. However, the important point to make here is that a minimum of six full days of training
has been found necessary for the opening of restaurants, bars, catering and room service
areas in a new hotel!

PLANNING THE ACTUAL SCHEDULE

Because there are two or more shifts in food and beverage outlets, and, because in some
hotels there is more than one outlet, there will be need for at least two separate training
schedules. However, whenever possible and workable, combined classes should be held...
˜ so everyone hears the same thing; to cut down on misunderstandings
˜ to save time; to utilize time to the best advantage
˜ to save energy!

Listed below are those subjects recommended for combined sessions and those for individual
sessions.

For All Associates:

˜ Rules and Regulations; Marriott Philosophy
˜ Organization Charts and Relationships
˜ Appearance Standards
˜ Restaurant and Bar Concept Overviews
˜ AWho is the Marriott Guest?@ AWho is the Marriott Associate?@
˜ Hours of Service in the food and beverage outlets
˜ What amenities are offered in the hotel (if possible give a hotel tour)
˜ Job Relationships, Teamwork, Second Effort Program

For Restaurant Associates - Combined AM & PM Shifts:

NOTE: For associates who work in the same outlet. In hotels where there are several outlets,
separate sessions should be planned for each outlet. Otherwise, the groups become too large
for good learning to take place. An exception to this would be the Wine Class, where everyone
could attend, since it is usually only held once.
˜ Floor Plan, Section Names, Table Sizes
˜ Table Set-Up, Place Settings for Different Meal Periods
˜ Dish Service and Numbers *
˜ Marriott Systems and How They Work - a brief introduction to Recipe Cards, Use
Records, Manuals, etc. *
˜ Service at the Table (beginning to end)
˜ How to Take the Order (so you remember Awho gets what!@)
˜ Tray Service
˜ Condiment Service *
˜ Safety Practices *
˜ Suggestive Selling *
˜ Aggressive Hospitality *
˜ How to Use the POS Register *
˜ Methods of Payment *
˜ Handling Complaints *
˜ Taste Panel and Menu Class
˜ Beverage Sales and Service, Wine Sales and Service *

* Although bar associates may have their own training, they could join restaurant associates for

Marriott International - All Rights Reserved 1998 Restaurant - Page T-5

these sections, especially when time is short.

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For Restaurant Associates - Separate Shifts:
˜ Menus and Use Records in detail
˜ Detailed Suggestive Selling... words and phrases for specific menus
˜ Side work
˜ Any Greeting Card Procedures to be used
˜ Dupe System for Getting Food (back-up to POS system)
˜ Aisle Tour and where to find things
˜ Orientation to the Dishroom and Dishroom Crew; detailed discussion on how to and
when one must beak down trays in the dishroom
˜ Role Playing - Order Taking, Suggestive Selling, Serving the Order, etc.

j Kitchen associates and task force should be included in this session so everyone learns this
system the same way, at the same time.

For Room Service Training:

Room service associates usually attend the same classes with the restaurant associates. They
can be scheduled by shift (AM with AM; PM with PM) or all at the same time. Many managers
prefer their room service associates to be able to work all shifts, so a schedule can be set to
give them exposure to all meal periods.

Breakout sessions would be planned for those times when the discussion pertains strictly to
restaurants (Greeting Procedures, Sidework, Service at the Table, etc). When breakouts are
planned, they should be of sufficient length to be valuable - at least one hour at a time to cover
those items specific to room service.

In some hotels, the room service personnel have a completely separate training schedule. This
is nice, but can usually be done only in the very large hotels, due to limited task force.

For Kitchen Training:

Kitchen associate training schedules are planned separately by the property food production
staff. See their specific Pre-Opening manual for suggested schedules. Usually when actual
food preparation begins, the restaurant recipe items are prepared and served in the associate
dining area. This accomplishes the needed practice for the kitchen associates while still
allowing time for classroom sessions in the restaurant / room service areas before practice
meals begin.

For Catering Training:

This training is developed and coordinated by the property management. Much depends on
the business booked and the ratio of full-time and part-time associates. Also affecting these
training needs are the day(s) of any AGrand Opening@ events, Press Functions, or other related
events.

For Bar Associates:

Although there are different shifts for bar associates, a single training session is generally
satisfactory, since the service and items ordered are the same, regardless of shift.

The training time, therefore, can be shorter, more compact and more intense than that in the
restaurants. Once basic materials are covered, then practice and role play are the items to be
emphasized, since bar associates usually bring old habits with them. Intense training will be
needed to change improper habits and steer them towards doing things Athe Marriott way.@

Marriott International - All Rights Reserved 1998 Restaurant - Page T-7

Topics to be covered for bar associates (in addition to those the group may be hearing with
restaurant associates):
˜ Liquor Laws - age, hours, closing time, carry out policy, liabilities, responsibilities, etc.
˜ Approaching the Table, Greeting Guests
˜ Taking the Order
˜ Preparing Cocktails for Service
˜ Calling Order, Bar Courtesy
˜ Price List - Call, Bar, Premium, Other...
˜ Entertainment - Who, When, Price Changes, if any
˜ Tray Service - What is on the tray; How to hold; How to serve;
˜ Service at the Table - Bending at the knees; Who to serve in what order
˜ Presenting and Collecting for Guest Checks
˜ POS Register Operation
˜ Check Transfers - How to handle
˜ Who is the bar guest? Why do people drink?
˜ Bar Recipes, Shot Sizes, Glassware, Garnishes
˜ Shopping Service which Marriott Uses, Teamwork, Honesty
˜ Handling Special Situations
˜ Greeting Card Procedures, if applicable, for guests waiting for a dining room seating
˜ Room Service Beverage Presentations - different holding and glassware procedures)
˜ Room Service Wine Service
˜ Bar Food Service, How to read a Use Record

Other Breakout Sessions:

In the preceding schedule discussions, nothing was mentioned about breakouts for associates
within the group, such as barbacks and dining room attendants (DRAs). When possible, a
complete separate day should be planned for their training to cover those specific duties.
Usually they are ignored, although they play an integral part in overall efficient, clean service.

THE FINAL TRAINING PROGRAM

A complete training program should have all of the materials listed below to be given to
managers and task force in those specific areas. The restaurant schedule is used to as a
basis from which other schedules are made, so it should be written first. The AReporting Times
For All Associates@ is helpful to have during the interviewing/ hiring process so the hired
associates can have an idea of what time commitments they will need to have.

˜ General Schedule Outline

˜ Restaurant and Room Service Schedule
˜ Suggested Meal Schedules
˜ Breakout Schedules
˜ Bar, Kitchen and Catering Training Schedules
˜ Reporting Times for Associates j
˜ Task Force Information Sheet
˜ General Task Force Information Sheet

j Schedule can be given to associates once hired

NOTE: The New Hire Training Booklets are good resources for job checklists and training
topics. There are 26 job categories in food and beverage for which these booklets exist. They
are to be used as a basis for training in a newly opened hotel but, are primarily for new
associates hired after the opening training has occurred.

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 NEW ASSOCIATE TRAINING PACKET CHECKLIST

SERVER HOST/HOSTESS BARTENDER D.R.A BARBACK

WELCOME LETTER

JOB DESCRIPTION, JSA

MENU

MENU ITEM DESCRIPTION

WINE LIST

BEER/LIQUOR BRANDS

APPEARANCE STANDARDS

MENU AND BEVERAGE QUIZ

ORIENTATION CHECKLIST
SPONSOR CHECKLIST

USE RECORDS

FLOOR PLANS

RULES OF THE RESTAURANT/BAR

ORGANIZATION CHART

P.O.S. KEYBOARD

COOKING INSTRUCTION LIST

A HOW TO READ A USE RECORD@@

NOTE: Items listed below the double lines might best be presented to the associate after he/she reports to work on the first day.
Items listed above the double lines should be given to the associate after he/she is hired, and before the report date.
 SAMPLE
TOTAL FOOD & BEVERAGE TRAINING SCHEDULE
4 Weeks Prior to Opening

SUNDAY MONDAY TUESDAY WEDNESDAY THURSDAY FRIDAY SATURDAY

1 2 3 4 5 6 7
Pre-Opening Pre-Opening 5-SU Move-In 5-SU Move-In 5-SU Move-In 5-SU Move-In
Management Seminar Management Seminar
(all mgrs/supvs)

8 9 10 11 12 13 14
TASK FORCE 8:30-12 All Assoc. 8-16:00: F&B Training. . 8-16:00: F&B Training. . 8-16:00: F &B Training. 8-16:00: F&B Training . . All hourly associates
arrives! Orientation . Day 2 . Day 3 . . Day 4 . Day 5 OFF!
12:13:00 Lunch Kitchen Kitchen Kitchen Kitchen
16-18:00: Mtg. 13-16:00: Dept. Res/Rm Sv Rest/Rm Sv Rest/Rm Sv Rest/Rm Sv KRONOS use begins
18-19:00: All T.F. Mtg. Orientation Training Beverage Beverage Beverage Beverage
19-21:00: Pizza & Day BQT/Catering BQT/Catering BQT/Catering BQT/Catering
Refreshments Stewarding Stewarding Stewarding Stewarding
F&B POS KRONOS User
Equipment delivery Training - Mgrs

15 16 17 18 19 20 21
All hourly, manager 8-16:00: F&B Training . 8-16:00: F&B Training. . Cafeteria - L, D Begins 8-16:00: F&B Training. . F&B POS Trg - Assc All hourly associates
and task force . . Day 6 . Day 7 daily service . Day 9 OFF!
associates off today Kitchen Kitchen 8-16:00: F&B Kitchen 8-16:00: F&B Training
Rest/Rm Sv Rest/Rm Sv Training. . . Day 8 Rest/Rm Sv . . . Day 10 TOPCAT live today!
Beverage Beverage Kitchen Beverage Kitchen
BQT/Catering BQT/Catering Rest/Rm Sv BQT/Catering Rest/Rm Sv F&B POS Trg - Mgrs
Stewarding Stewarding Beverage Stewarding Beverage
BQT/Catering BQT/Catering
F&B POS Installation Stewarding TOPCAT Set-up Stewarding
Uniform Fittings Uniform Fittings
F&B POS interface Uniform Fittings
completed F&B POS Trg - Mgrs
POS trainers arrive (PM)
Uniform Fittings
 SAMPLE
TOTAL FOOD & BEVERAGE TRAINING SCHEDULE
4 Weeks Prior to Opening
(Continued)

SUNDAY MONDAY TUESDAY WEDNESDAY THURSDAY FRIDAY SATURDAY

22 23 24 25 26 27 28
All hourly, manager Cafeteria - B, L, D Cafeteria Service Cafeteria Service Cafeteria Service Cafeteria Service HOTEL OPEN TODAY!
and task force
associates off today All associates start F&B Training. . . F&B Training. . . F&B Training. . . All associates in All outlets are open
split shifts today! Day 12 Day 13 Day 14 uniform today!! and Alive@ today!
Cafeteria closed
F&B Training . . . Practice Meals - DAY Practice Meals - Practice Meals - F&B Training. . .
Task Force Outing?? Day 11 ONE - L, D only DAY TWO - B, L, D DAY FOUR - B, L only Day 15
Kitchen
Associate Family Day Rest/Rm Sv Practice Meals -
Open House?? Beverage DAY FOUR - B, L only
BQT/Catering
Stewarding

29 30 31
All depts. Begin using TASK FORCE - GRAND
A15 Mins. Of Training Evaluate further length OPENING
Calendars of stay and departure PARTY
dates
 BLANK SCHEDULE - FOOD & BEVERAGE TRAINING

SUNDAY MONDAY TUESDAY WEDNESDAY THURSDAY FRIDAY SATURDAY

 SAMPLE ALTERNATE FORMAT FOOD & BEVERAGE OPENING TRAINING PLAN
(can be formatted this way to include all departments)
DAY 1

DEPT. 7:30 - 8:00 8:00 - 8:30 8:30 - 9:15 9:15 - 10:00 10:00 - 10:30 10:30 - 10:45 10:45 - 11:15

REST / BARS COFFEE BREAK Introduction of F&B dept; Org. Introduction to all rest, Introduction to Introduction to the Kitchen; COFFEE BREAK Questions & Answers
Chart, Mission Statement rm. sv. & bar outlets BQT/Catering dept. different cuisines of outlets

TRAINING LOCATION

TRAINER/PRESENTER F&B Dir. Rest. Mgr. Maitre d= or DoC Chef

RESOURCES NEEDED Organization Chart Menus; Hours of Service Photos of Bqts; BEOs, Recipe Cards, Use Records Index Cards
Menus

EQUIPMENT NEEDED Rm. Sv. Tables and Kitchen Utensils and Food
Trays

ROOM SERVICE COFFEE BREAK Introduction of F&B dept; Org. Introduction to all rest, Introduction to Introduction to the Kitchen; COFFEE BREAK Questions & Answers
Chart, Mission Statement rm. Sv. & bar outlets BQT/Catering dept. different cuisines of outlets

TRAINING LOCATION

TRAINER/PRESENTER F&B Dir. Rest. Mgr. Maitre d= or DoC Chef

RESOURCES NEEDED Organization Chart Menus; Hours of Service Photos of Bqts; BEOs, Recipe Cards, Use Records Index Cards
Menus

EQUIPMENT NEEDED Rm. Sv. Tables and Kitchen Utensils and Food
Trays

BQT/ CATERING COFFEE BREAK Introduction of F&B dept; Org. Introduction to all rest, Introduction to Introduction to the Kitchen; COFFEE BREAK Questions & Answers
Chart, Mjission Statement rm. Sv. & bar outlets BQT/Catering dept. different cuisines of outlets

TRAINING LOCATION

TRAINER/PRESENTER F&B Dir. Rest. Mgr. Maitre d= or DoC Chef

RESOURCES NEEDED Organization Chart Menus; Hours of Service Photos of Bqts; BEOs, Recipe Cards, Use Records Index Cards
Menus

EQUIPMENT NEEDED Rm. Sv. Tables and Kitchen Utensils and Food
Trays

KITCHEN / COFFEE BREAK Introduction of F&B dept; Org. Introduction to all rest, Introduction to Introduction to the Kitchen; COFFEE BREAK Questions & Answers
STEWARDING Chart, Mjission Statement rm. Sv. & bar outlets BQT/Catering dept. different cuisines of outlets
TRAINING LOCATION

TRAINER/PRESENTER F&B Dir. Rest. Mgr. Maitre d= or DoC Chef

RESOURCES NEEDED Organization Chart Menus; Hours of Service Photos of Bqts; BEOs, Recipe Cards, Use Records Index Cards
Menus

EQUIPMENT NEEDED Organization Chart Menus; Hours of Service Photos of Bqts; BEOs, Recipe Cards, Use Records
Menus
 SAMPLE ALTERNATE FORMAT FOOD & BEVERAGE OPENING TRAINING PLAN
DAY 1

DEPT. 11:15 - 12:15 12:15 - 12:30 12:30 - 13:30 13:30 - 14:00 14:00 - 15:00 15:00 - 15:30

REST / BARS F&B rules and regulations. . . Questions/ LUNCH Concept of Hospitality - Basic details of service. . . General Manager=s
Appearance & Uniform Stnds Answers Overview - Interaction & Participation address
Attendance, Scheduling - Body Language (Overview of F&B)
Behavior Guidelines
Breaks & Meals, Cafeteria
Cleanliness, Sanitation, Lockers
Equipment Care
Red Sticker Policy
Ethical Code, Lost & Found

TRAINING LOCATION

TRAINER/PRESENTER HR Mgr; Rest. Mgr.

RESOURCES NEEDED Associate Handbook Video Cutlery, dishers, glassware

EQUIPMENT NEEDED Overhead Projector 2 Flip Charts, Markers; VCR Table, chairs

ROOM SERVICE Same as Restaurant Group Same as Rest. Same as Rest. Same as Rest. Same as Rest. Same as Rest.

TRAINING LOCATION

TRAINER/PRESENTER

RESOURCES NEEDED Organization Chart

EQUIPMENT NEEDED

BQT/ CATERING Same as Restaurant Group Same as Rest. Same as Rest. Same as Rest. Same as Rest. Same as Rest.

TRAINING LOCATION

TRAINER/PRESENTER

RESOURCES NEEDED Organization Chart

EQUIPMENT NEEDED

KITCHEN / Same as Restaurant Group Same as Rest. Same as Rest. Same as Rest. Same as Rest. Same as Rest.
STEWARDING

TRAINING LOCATION
TRAINER/PRESENTER

RESOURCES NEEDED Organization Chart

EQUIPMENT NEEDED
 SAMPLE ALTERNATE FORMAT FOOD & BEVERAGE OPENING TRAINING PLAN
DAY 1

DEPT. 15:30 - 15:45 15:45 - 16:45 16:45 - 17:00 13:30 - 14:00

REST / BARS BREAK Training. . . Review and critique of the day Team work exercise
- Monthly Dept Training
- 15 Minute Training Calendar

TRAINING LOCATION

TRAINER/PRESENTER

RESOURCES NEEDED Training Calendar

EQUIPMENT NEEDED Overhead Projector Flip Charts

ROOM SERVICE Same as Restaurant Group Same as Rest. Same as Rest. Same as Rest.

TRAINING LOCATION

TRAINER/PRESENTER

RESOURCES NEEDED Training Calendar

EQUIPMENT NEEDED Overhead Projector Fip Charts

BQT/ CATERING Same as Restaurant Group Same as Rest. Same as Rest. Same as Rest.

TRAINING LOCATION

TRAINER/PRESENTER

RESOURCES NEEDED Training Calendar

EQUIPMENT NEEDED Overhead Projector Flip Charts

KITCHEN / STEWARDING Same as Restaurant Group Same as Rest. Same as Rest. Same as Rest.

TRAINING LOCATION

TRAINER/PRESENTER

RESOURCES NEEDED Training Calendar

EQUIPMENT NEEDED Overhead Projector Flip Charts

 PRACTICE MEALS
EXPLANATION AND COMMONLY ASKED QUESTIONS

APractice meals@ are a hands-on, role play exercise for all food and beverage
associates. It is a meal session to practice what the associates have been
learning for the first Aclassroom-style@ part of their training schedule.

These practice sessions are held in the actual food and beverage outlets
(pending construction turnover) and generally are spread over a three day (or
more if time allows) schedule. This schedule will encompass all three meal
periods for the restaurant and room service areas, catering functions and bar
service. The culinary areas will get the practice they need based on these outlets
and functions.

Much control is exercised during this Arole play@ in order to keep the practice
meal a learning experience and not a Afree for all feeding fest!@ The number of
guests, the times they eat, what they eat or drink and the Asimulated@ method of
payment they will use are all pre-determined. After each Apractice meal
session,@ e.g., happy hour, a short Apost-practice meal@ critique is held to
discuss what took place and what learning can be gained from the experience.

Please review the following information and commonly asked questions about
them.

˜ WHO ARE GUESTS DURING PRACTICE MEALS?

< Hotel Associates/Managers
< Task Force Members
< Food and Beverage Staff members that return (during off time)
with one invited guest

˜ HOW MANY PEOPLE SHOULD BE INVITED FOR PRACTICE

MEALS?
A good guideline to follow is:
Day 1: 4-8 guests per scheduled server
Day 2: Double figure from day 1
Day 3: Double figure from day 2

˜ HOW SHOULD SCHEDULING BE DONE DURING PRACTICE

MEALS?
< All staff members in each position should be scheduled for all
practice meals on their shift.
< All should be scheduled in and out at the same time each day so
that they can take advantage of all training

˜ HOW ARE THE CRITIQUE FORMS USED?

< When seating guests, host/hostess should place ONE critique
sheet on each
table (not one per guest)
< Guests should be asked to fill in the critique form as the service
progresses.

Marriott International - All Rights Reserved 1998 Restaurant - Page T-21

 < Guests should be asked to be as specific as possible.
< Critique forms (or portions of them) should be read at the
associate critique which is to take place after all practice
sessions.
< Critique forms may be kept in a file and turned over to the Dir.
F&B for review.

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PRACTICE MEALS (continued)

˜ HOW SHOULD THE POST- PRACTICE MEAL CRITIQUES BE CONDUCTED?

< First of all, critiques should be positive, short and snappy. Select KEY points to
review with the staff. If the critique gets too lengthy, the staff will lose interest.
Inquire as to how the staff feels about the practice and solicit feedback on how to
make things work.

< A good way to begin the critique is to ask each person to state one positive
thing he/she did, and one thing to work on. This approach often will surface most
issues seen by management and comes from the associate themselves.

< If possible, it is recommended that management meet for a short time before the
staff critique, so that any necessary changes can be made and then later
reviewed with the staff.

< Task force should be encouraged to participate in each scheduled critique.

Members should come prepared with (pertinent) lists of topics for review, after
the associates have spoken first.

IMPORTANT NOTES
˜ HOSPITALITY SUITE: If practice is needed, room service can set up a hospitality
suite for managers and task force. This might be scheduled on Day Two, 9 - 11 PM or
on a night before a day off (if there is a day off scheduled!).

˜ CATERING: For evening catering functions, if guest are needed to practice on, you
might invite local customers, police or fire departments, senior citizen groups, or
Aspecial friends of the hotel.@ Be sure to let them know it is Apractice@ and their
experience may take longer than they expect!

Another possibility is to utilize a plated meal or buffet to feed the restaurant and bar staff
before their practice meal service. For example, for lunch on Day Two, associates from
the kitchen, restaurants, service bar and room service could come for a sit-down
Abrunch@ at 10:00 AM, or a brunch buffet from 10:00 AM - 11:00 AM.

˜ ALCOHOLIC BEVERAGE SERVICE: The philosophy regarding alcoholic beverage

service is to allow service personnel and bartenders to practice, yet to consider the
safety of people going back to work after the practice session.

Usually, at lunch, we serve cocktails made from mixers only - no alcohol (Amocktails@).
The wine bottle or basket (with unopened bottles) are placed on the tables, so the
servers may have a chance to suggestively sell as part of their greeting.

For practice in the bar, we will serve limited amounts of real cocktails. At dinner, we
serve one cocktail, beer or wine with dinner in restaurants and room service to outside
guests, managers and non-working associates.

At dinner, if outside guests or non-working managers and task force are invited, the
wine baskets may be opened for 1-2 glasses per guest with dinner.

Marriott International - All Rights Reserved 1998 Restaurant - Page T-23

˜ If customers are lacking on the last day of practice meals, cafeteria service can be
closed or reduced, and associates could take their meal breaks in the outlets or in
catering. Be sure to arrange this ahead of time as much as possible with other
department heads, as the meal experience can be longer than the allotted meal break.

Restaurant - Page T-24 Marriott International - All Rights Reserved 1998

 SAMPLE INVITATION LETTER TO ASSOCIATES
TO ATTEND A PRACTICE MEAL AS A GUEST

TO: Kitchen, Catering, Restaurant, Room Service & Bar Area Associates
FROM: (F&B Dept. Heads)
SUBJ: Invitation to Practice Meals

You are invited to participate in a Apractice meal@ session in the restaurant area as a guest on
the days listed below. There is no charge for this meal; just the following restrictions...
˜ You may bring up to one guest, or come alone if you like.
˜ You may come for one meal only.
˜ You must sign up in advance so we are sure we can accommodate you.

Here are the days and times:

______________ : If you work PM: 7-9:00 for Breakfast in _____________________

(Restaurant name)
12-1:00PM for lunch in _____________________
If you work AM: 6-8:00PM for dinner in _____________________

______________ : If you work PM: 8-11:00 for Breakfast in ____________________

11:30-1:00PM for lunch in __________________
If you work AM: 6:30-8:00PM for dinner in __________________

Once you know which day and time you would like to come, come to the restaurant to sign up.
Bring this form with you! Look for ________ or ________ who work with the host/ess staff. Fill
in the form listed below. They will let you know the best time for you to come for the meal you
would like. You need to allow a minimum of 1-2 hours for the experience.

We look forward to having you to practice with !

________________________________________________
NAME (last name, first initial):
________________________________________________
DAY I WOULD LIKE TO COME: ___________________ MEAL PERIOD: _____________
AREA AND SHIFT I WORK: ___________________________ ___________________
TOTAL NUMBER OF PEOPLE IN MY PARTY: ______
(You... plus one guest; or your party of two may join with someone else to make up to
a party of four)
RETURN THIS FORM TO THE ______________________ RESTAURANT BY
____________.

ONCE THE TIME IS FILLED IN AND VERIFIED, THIS WILL BE CONSIDERED YOUR
MEAL TICKET. Bring it with you when you come to dine.

- - - Below section to be filled in by Task Force - - -

______________________________: Final Scheduled Time

Marriott International - All Rights Reserved 1998 Restaurant - Page T-25

 SAMPLE PRACTICE MEAL SCHEDULE FOR ALL OUTLETS

RESTAURANT ROOM SERVICE BAR / LOBBY BAR CATERING

Day One B: 7:30 - 9:00 AM 7:30 - 9:00 AM -------- 8:00, Plated

L: 12:30 - 2:00 PM 12:30 - 2:00 PM -------- 12:00-1:00, Plated

Wine Basket 12:30- 2:00, Buffet

D: 6:30 - 8:00 PM 6:30 - 8:00 PM -------- -------

Wine Basket

Other: ------- ------ AHAPPY HOUR@ -------

5:00 - 7:00

Day Two B: 7:30 - 9:00 AM 7:30 - 9:00 AM ------- 10:30 Brunch Buffet

L: 12:00 - 2:00 PM 12:00 - 2:00 PM 1:00-3:00, if applicable 12:20, Plated

Mocktails

D: 6:30 - 9:00 PM 6:30 - 9:00 PM AHAPPY HOUR@ 6-7 Reception w/ Bar

Wine Basket 5:00 - 7:00 7-9 Dinner with Wine

Other: ------ Entertain. 8:00-10:00, if -----

applicable

Day Three B: 7:30 - 9:00 AM 7:30 - 9:00 AM ------- -----

L: 12:00 - 2:00 PM 12:00 - 2:00 PM 1:00-3:00, if applicable 12:30 Buffet

Mocktails

D: 6:00 - 9:00 PM 6:00 - 9:00 PM AHAPPY HOUR@ 6:00 Buffet

Wine Basket 5:00 - 7:00 7:00 Buffet

Other: ------ ------- Entertain. 8:00-10:00, if ------

applicable
 PRACTICE MEAL SCHEDULE BLANK

RESTAURANT ROOM SERVICE BAR / LOBBY BAR CATERING

Day One B:
L:

D:

Other:

Day Two B:
L:

D:

Other:

Day Three B:

L:

D:

Other:
 PRACTICE MEAL RESERVATIONS

It is recommended that one person only be in charge of taking reservations for practice meals.
The task force coordinator is recommended, however; if there isn't one, a task force
host/ess or local secretary can be named.

A separate reservation sheet must be created for each meal period of each day (in each
outlet).

The following must be determined before reservation sheets can be made:

< Practice meal dates

< Practice meal times
< Number of guests in all outlets for each meal period (or number of trips in room service)

Once the above items have been determined, reservation sheets can be filled out. As an
example:

< Lunch practice meal service is scheduled between 12:00 and 2:00.
< We have scheduled 35 guests in the restaurant and 5 trips in room service (5 trips = 5
guests)
< Reservations can be taken on the quarter hour or on the half hour, therefore, there are 5
half hour time slots and 8 quarter hour time slots. Reservations should be divided
equally between each of the time slots.

On Days One and Two of practice meals, it is best to limit group size to four people. This will
give the staff more of an opportunity to learn the steps involved in serving each individual
guest. Something you could say in the event of a large party (or other special) requests is
"We're just learning how to walk, and that would be asking us to run. It would be best for our
staff if we could (split you into two parties) and seat you near each other in two server's
stations."

The same holds true in room service. Keep party size to one person per trip for the first day.
Include a few larger parties into the reservation sheets for the remaining practice meal days.
Be sure to ask all room service guests (with the exception of breakfast) to select their menu
cards before they make their phone call to order in room service. Try to include some "door-
knob" Breakfast Express menus in practice meals.

See the sample restaurant and room service reservation sheets. These are laid out according
to the above scenario.

Marriott International - All Rights Reserved 1998 Restaurant - Page T-29

 PRACTICE MEAL SET-UP SUGGESTION

USING MENU CARDS

Menu cards for lunch and dinner practice meals are single menu item cards which are
displayed on a table (6 or 8 foot, skirted) at the entrance of the restaurant. (See diagram for
sample set up) Also used, are AMethod of Payment@ tickets. These payment cards will be
distributed by the server with each check, and will ask the practice meal guest to simulate
paying for their meal.

Each of the menu cards is titled either "appetizer, soup, salad" or "main course" or "dessert."
Every menu item should be represented on a card titled appropriately. As guests enter they
are asked to select an item from each category. This is what they will order after the server
goes through the greeting and suggestive selling at their table, even though the full, actual
menu is handed to them.

There are two reasons to use this system:

˜ The kitchen prepares a limited amount of each item during the training. We avoid A86"
or run-out items.
˜ All staff members have an opportunity to learn all menu items during the practice meal
session. A system such as this ensures that orders are distributed around the menu,
and offers a practice session that is more Areal life.@

A task force member can be assigned the task to write the menu cards. This should be
started early to allow enough time to complete the job. The task is to write a card for each
menu item on the appropriately titled card. For example, a shrimp cocktail card would be
written on an "appetizer, soup, salad" card; a New York sirloin steak or Grilled Chicken
Caesar Salad would be written on an "main course" card. Write the name of the menu item
only. This will force the guest to ask questions about the item. Included in this Practice Meal
section are blank menu card sheets.

The chef or a designated kitchen person (either local or task force) will determine how many of
each menu item will be available for each practice meal period. This is done to help with
production and also so that both the kitchen and restaurant staff have an opportunity to prepare
all menu items several times throughout that particular practice meal.

Restaurant - Page T-30 Marriott International - All Rights Reserved 1998

PRACTICE MEAL SET-UP (Continued)

MENU OFFERINGS
At breakfast, the a la carte menu is offered the first day (menu cards are generally not needed
for the breakfast practice meal). A photo-copy of the actual menu with A86" items crossed out
can be copied and given to the breakfast guest. Depending on the success of the first
breakfast session, the buffet can be added to day two or three. (Or, the buffet can be offered
the first day and a la carte later, depending on many factors).

Typically, one half of the menu is served on the first day; the other half of the menu on the
second day, and the entire menu on the third day of practice meals.

Room service will offer the same items as the restaurant.

NOTE: Menu cards do not need to be used on the last day of practice. The actual menu can
be used, with a flip chart or hand-out explaining ordering parameters.

LOGISTICS
Place enough of each menu item cards on the table so that each guest has an opportunity to
make their menu selections before he/she is seated. Some menu items are very popular and
will, therefore, disappear quickly. A nice gesture is to keep some of the cards aside so that
people who have later reservations also have a good selection to choose from.

A host/ess can be in charge of replacing cards. It is important to remember that if all of

the menu cards (for a particular item) are gone, the item is no longer available from the kitchen.

POINTS TO REMEMBER...
˜ Place a few of the actual menus (or menu photocopies, if the actual menu is not yet
available) on the table along with the menu cards. This will help the guest decide.

˜ Keep the menu cards (cut and clipped), the original menu sheets and the menu
selection for the day sheets together (a small box works well). These can all be
stored directly underneath the menu card table and will always be handy.

˜ Try not to put the cards out too far in advance.

˜ Be sure that all staff members are instructed in how the card system works. Host/esses
must ask all guests if they have their cards before they are seated. Servers must know
that the cards exist but must be encouraged to pretend they don't, so they can
suggestively sell and take their guests= orders as they would in a Areal@ situation.

˜ Encourage guests to place their dessert orders after they have eaten their entree.

Marriott International - All Rights Reserved 1998 Restaurant - Page T-31

PRACTICE MEAL SET-UP (Continued)

POINTS TO REMEMBER
˜ If you are expecting 35 guests in the restaurant, and the chef is preparing up to 70 menu
items, only place out enough cards for 35 people (plus enough for room service). This
will give more opportunity to practice on all menu items.

˜ Room service guests should be asked to come to the restaurant and pre-select their
menu items before they make their call to order at lunch or dinner. They must also be
encouraged to order as if they do not have the cards (ask for recommendations, ask
questions etc.). The best time to tell them this, is when they make their reservation.

˜ This meal card system is used for two reasons:

< The kitchen prepares a limited amount of each item. We avoid run-outs or "86"
items.
< All staff members have an opportunity to learn all menu items. If we did not
use a system such as this, guests might order the same things!

˜ Place a sign on a flip chart near the menu item table explaining our system (see
practice meal signage next for examples). This will help save time.

Restaurant - Page T-32 Marriott International - All Rights Reserved 1998

 SAMPLE PRACTICE MEAL SIGNAGE

Set-up a flip chart with the following clearly written signs (of offer handouts) near the menu item
table at the front of the restaurant. Deliver your message in multiple languages, if needed.

BREAKFAST

Thank you for joining us for our practice BREAKFAST. We are offering most items from the breakfast menu.
Please make your selection and order as you would in any restaurant. We do ask that all guests at a table order
different menu items. You will be given a AMethod of Payment@ ticket with your check at the end of your meal for
the server to practice closing out the check. You do not have to pay for your meal.

ENJOY!

LUNCH

Thank you for joining us for our practice LUNCH. In an effort to give our staff an
opportunity to learn ALL menu items, we have prepared a limited amount of each item. Therefore, we ask that
you pre-select your menu items. We do ask that all guests at a table order different menu items. You will be
given a AMethod of Payment@ ticket with your check at the end of your meal for the server to practice. You do not
have to pay for your meal.

Please take one card for each menu item desired, but pretend you have not done this when you order. Ask
questions about your selection and other menu items; Ask for recommendations.

Each guest is welcome to enjoy:

< One appetizer, soup, salad or dessert
< One main course
< One beverage

ENJOY!

DINNER

Thank you for joining us for our practice DINNER. In an effort to give our staff an
opportunity to learn ALL menu items, we have prepared a limited amount of each item.
Therefore, we ask that you pre-select your menu items. You will be given a AMethod of Payment@ ticket with your
check at the end of your meal for the server to practice. You do not have to pay for your meal.

Please take one card for each menu item desired, but pretend you have not done this when you order. Ask
questions about your selection and other menu items; Ask your server for recommendations.

Each guest is welcome to enjoy:

< One appetizer, soup or salad
< One main course
< One dessert
< One beverage

ENJOY!

Marriott International - All Rights Reserved 1998 Restaurant - Page T-33

Restaurant - Page T-34 Marriott International - All Rights Reserved 1998
 SAMPLE PRACTICE MEAL TABLE SET-UP
(FOR MENU CARDS)

APPETIZERS, MAIN DESSERTS

SOUPS & COURSE
SALADS

(Stacked menu cards) (Stacked menu cards) (Stacked menu cards)

˜ Skirted 6' or 8' table placed near Host/ess stand

˜ Menu Category Signs on 3" x 5" card for each Menu Category
˜ Menu Cards (stacked) for each menu item available
 PRACTICE MEAL RESERVATIONS

MEAL PERIOD________________________ OUTLET______________________

DATE________________________________ TOTAL # GUESTS______________

TIME________________ TIME ________________

# IN NAME SMKG / # IN NAME SMKG /

PARTY NO SMKG PARTY NO SMKG

TIME________________ TIME ________________

# IN NAME SMKG / # IN NAME SMKG /

PARTY NO SMKG PARTY NO SMKG

TIME________________ TIME ________________

# IN NAME SMKG / # IN NAME SMKG /

PARTY NO SMKG PARTY NO SMKG

TIME________________ TIME ________________

# IN NAME SMKG / # IN NAME SMKG /

PARTY NO SMKG PARTY NO SMKG

Marriott International - All Rights Reserved 1998 Restaurant - Page T-37

 BLANK MEAL CARDS

APPETIZER / SOUP / SALAD APPETIZER / SOUP / SALAD

APPETIZER / SOUP / SALAD APPETIZER / SOUP / SALAD

APPETIZER / SOUP / SALAD APPETIZER / SOUP / SALAD

APPETIZER / SOUP / SALAD APPETIZER / SOUP / SALAD

Restaurant - Page T-38 Marriott International - All Rights Reserved 1998

 BLANK MEAL CARDS

MAIN COURSE MAIN COURSE

MAIN COURSE MAIN COURSE

MAIN COURSE MAIN COURSE

MAIN COURSE MAIN COURSE

 BLANK MEAL CARDS

DESSERT DESSERT

DO NOT PLACE YOUR DESSERT DO NOT PLACE YOUR DESSERT

ORDER UNTIL YOU HAVE FINISHED ORDER UNTIL YOU HAVE FINISHED
YOUR MAIN COURSE YOUR MAIN COURSE
DESSERT DESSERT

DO NOT PLACE YOUR DESSERT DO NOT PLACE YOUR DESSERT

ORDER UNTIL YOU HAVE FINISHED ORDER UNTIL YOU HAVE FINISHED
YOUR MAIN COURSE YOUR MAIN COURSE
DESSERT DESSERT

DO NOT PLACE YOUR DESSERT DO NOT PLACE YOUR DESSERT

ORDER UNTIL YOU HAVE FINISHED ORDER UNTIL YOU HAVE FINISHED
YOUR MAIN COURSE YOUR MAIN COURSE

DESSERT DESSERT

DO NOT PLACE YOUR DESSERT DO NOT PLACE YOUR DESSERT

ORDER UNTIL YOU HAVE FINISHED ORDER UNTIL YOU HAVE FINISHED

Restaurant - Page T-40 Marriott International - All Rights Reserved 1998

YOUR MAIN COURSE YOUR MAIN COURSE

BLANK MEAL CARDS

 PRACTICE MEAL SCHEDULE OF SHIFT EVENTS

DAY & DATE _____________

AM SHIFT

6:30 AM AM staff reports

6:30-7:30 Sidework reviewed/completed, station assignments and table numbers

7:30-9:00 Restaurant/Room Service Practice Meal - Breakfast

35 guests in restaurant, 5 trips in room service

9:00-10:00 Clean room, set for lunch, review turnover sidework

10:00-10:30 Critique breakfast, review practice meal procedures (meal cards)

10:30-11:00 Lunch Break

11:00-11:45 Taste panel (items which are included on menu for today; approximately one half of menu)

11:45-12:30 Complete sidework, review table numbers, seat numbers, etc.

12:30-2:00 Restaurant/Room Service Practice Meal - Lunch

35 guests in restaurant, 5 trips in room service

2:00-2:30 Clean room, set for dinner

2:30-3:00 Critique of lunch

3:00 AM dismissal; remind staff of arrival time for next day

PM SHIFT

2:00 PM PM Staff Reports

2:00-5:00 Station assignments/sidework review, table numbers and seat numbers reviewed

5:00-5:30 Dinner break

5:30-6:15 Taste panel (items which are on today=s menu, approximately one half of menu)

6:15-6:30 Final review

6:30-8:00 Restaurant/Room Service Practice Meal - Dinner

35 guests in restaurant, 5 trips in room service

8:00-9:00 Clean up and set up for breakfast

9:00-9:30 Critique for dinner

9:30 PM dismissal

Restaurant - Page T-42 Marriott International - All Rights Reserved 1998

Day Two - Service Line

DAY & DATE _____________

AM SHIFT

6:30 AM AM staff reports

6:30-7:30 Sdiework completed/station assignments

7:30-9:00 Restaurant/Room Service Practice Meal - Breakfast

50 guests in restaurant, 10 trips in room service

9:00-10:00 Clean up and set for lunch

10:00-10:30 Critique breakfast

10:30-11:00 Lunch Break

11:00-11:45 Taste panel (items which are included on menu for today; approximately one half of menu)

11:45-2:00 Restaurant/Room Service Practice Meal - Lunch

50 guests in restaurant, 10 trips in room service

2:00-2:30 Clean up, set for dinner

2:30-3:00 Critique of lunch

3:00 AM dismissal; remind staff of arrival time for next day

PM SHIFT

2:00 PM PM Staff Reports

2:00-5:00 Station asssignments/sidework completed

5:00-5:30 Dinner break

5:30-6:15 Taste panel (items which are on today=s menu, approximately one half of menu)

6:15-900 Restaurant/Room Service Practice Meal - Dinner

50 guests in restaurant, 10 trips in room service

900-11:00 Clean up and set up for next day

11:00-11:30 Critique for dinner

11:30 PM dismissal
Day Three - Service Line

DAY & DATE _____________

AM SHIFT

6:30 AM AM staff reports

6:30-7:30 Station assignments/sidework completed

7:30-9:00 Restaurant/Room Service Practice Meal - Breakfast

75-100 guests in restaurant, 15 trips in room service

9:00-11:00 Within this timeframe, all stations must be closed (via Host/ess). Servers are to complete
sidework and re-set tables for lunch service. All associates should be given a meal break within
this time as well. Restaurant and room service departments must be ready for lunch by 11:00

11:00-11:45 Taste panel (any items from menu which have not been taste paneled yet)

11:45-12:30 Complete lunch set-up and prep for breakfast for the next day

12:30-2:00 Restaurant/Room Service Practice Meal - Lunch

75-100 guests in restaurant, 15 trips in room service

2:00-2:30 Clean up, set for dinner

2:30-3:00 Critique and review of opening day

3:00 AM dismissal; remind staff of arrival time for next day

PM SHIFT

2:00 PM PM Staff Reports

2:00-5:00 Station assignments/sidework completed

5:00-5:30 Dinner break

5:30-6:15 Taste panel (any items from menu which have not been taste paneled yet)

6:15-6:30 Final review and set up

6:30-8:00 Restaurant/Room Service Practice Meal - Dinner

75-100 guests in restaurant, 15 trips in room service

8:00-9:00 Clean up and set up for next day

9:00-9:30 Critique and review of opening day

9:30 PM dismissal

Restaurant - Page T-44 Marriott International - All Rights Reserved 1998

 PRACTICE MEALS -
ASSOCIATE SCHEDULING GUIDELINE

Listed below are guidelines for scheduling your associates during the practice meal sessions.
Up until this time, AM and PM shifts have been training together in one shift, but with the start of
practice meals, these two shifts will begin to split into their respective times.

NOTE: Associates can work the same shift (AM or PM) for two days, then on the third
day, change to the other shift, so they can practice the different meal period.

*DAY ONE

AM SHIFT: 6:30 - 15:30

PM SHIFT: 16:00 - 21:30

*DAY TWO

AM SHIFT: 6:30 - 15:30

PM SHIFT: 16:00 - 23:30

DAY THREE

AM SHIFT: 7:00 - 15:30

PM SHIFT: 16:00 - 23:30

REGULAR SHIFT SCHEDULING: (possibly on day four of practice meals if scheduled once
hotels opens)

Associates should be scheduled at Astaggered times@. For example....

AM SHIFT: 6:00 - 15:00 4 associates

or 7:00 - 16:00 7 associates

PM SHIFT: 14:00 - 15:00 4 associates

or 15:00 - 16 Midnight 6 associates

Marriott International - All Rights Reserved 1998 Restaurant - Page T-45

Restaurant - Page T-46 Marriott International - All Rights Reserved 1998
 PRACTICE SERVICE CRITIQUE - BARS

DAY/MEAL PERIOD:___________

Thank you for joining us for our practice session! Please take time to read this critique form
completely. Fill out the form as your service experience progresses. Your open evaluation of
today's service and food and beverage presentations will greatly assist us in becoming
proficient in our jobs.

TIME SEATED _____________ TIME ORDER WAS TAKEN __________

TIME GREETED _____________ TIME APPETIZER WAS RECEIVED __________

(If applicable)
TIME BEVERAGE WAS RECEIVED __________

Please give specific comments regarding the following:

1. DECOR AND AMBIANCE:

2. FRIENDLINESS AND ATTITUDE OF STAFF:

3. SERVICE:

List the beverage(s) ordered and give specific comments on each:

If applicable, list the all other food item(s) ordered and give specific comments on each:

If you could change any one thing about this outlet, what would it be?

Other comments:

PLEASE LEAVE THIS FORM AT THE HOST/ESS STAND AS YOU DEPART.

Marriott International - All Rights Reserved 1998 Restaurant - Page T-47

 PRACTICE SERVICE CRITIQUE - RESTAURANTS

DAY/MEAL PERIOD:___________

Thank you for joining us for our practice meal! Please take time to fill out the following critique
form. Your open evaluation of today's service and food presentation will greatly assist us in
becoming proficient in our jobs.

TIME SEATED _____________ TIME ORDER WAS TAKEN __________

TIME GREETED _____________ TIME APPETIZER ORDER RECEIVED _______

(If applicable)
TIME ENTRE ORDER WAS RECEIVED _______

Please give specific comments regarding the following:

4. DECOR AND AMBIANCE:

5. FRIENDLINESS AND ATTITUDE OF STAFF:

6. SERVICE:

List the appetizers ordered and give specific comments on each:

List the main courses ordered and give specific comments on each:

If you could change anything about this restaurant, what would it be?

Other comments:

PLEASE LEAVE THIS FORM AT THE HOST/ESS STAND AS YOU DEPART.

Restaurant - Page T-48 Marriott International - All Rights Reserved 1998

 PRACTICE SERVICE CRITIQUE - ROOM SERVICE
DAY/MEAL PERIOD:___________

Thank you for joining us for our practice meal! Please take time to fill out the following critique
form. Your open evaluation of today's service and food presentation will greatly assist us in
becoming proficient in our jobs.

TIME CALLED IN __________ TIME ORDER WAS DELIVERED __________

1. Did your operator introduce him/herself?

YES NO (circle one)
2. Did your operator suggestive sell in any way? What did he/she recommend?
YES NO (circle one)
Recommendations: _________________________________________________
3. Did your operator estimate how long it would take for your order to be delivered?
YES NO (circle one)
4. Were you instructed as to what to do with your tray/dishes after you were finished?
YES NO (circle one)
5. Was your service friendly and efficient?
Operator: YES NO (circle one)
Server: YES NO (circle one)
Comments: _______________________________________________________
6. Did your food arrive as ordered and on time?
YES NO (circle one)
7. Did your server announce him/herself after knocking on your door?
YES NO (circle one)
8. List the menu items which you ordered and tell of the quality of each.
Appetizer/Soup/Salad: _______________________________________________
_________________________________________________________________
Main Course: ______________________________________________________
_________________________________________________________________
Dessert/Beverage: __________________________________________________
9. If there is anything that you could change about room service, what would it be?

Marriott International - All Rights Reserved 1998 Restaurant - Page T-49

Restaurant - Page T-50 Marriott International - All Rights Reserved 1998
 MISCELLANEOUS EQUIPMENT CHECKLIST
TO SET UP RESTAURANT

___ Ash Trays

___ Bev. Napkins
___ Birthday Candles
___ Bread Baskets
___ Bread Knife
___ Brooms/dustpans
___ Candles
___ Can Openers
___ Carpet Bissels (non-electric sweepers)
___ Cash Drop Envelopes
___ Check Holders (server=s books)
___ Cleaning Supplies (all purpose cleaner, window cleaner)
___ Cocktail Trays
___ Complimentary Coffee Set (cups, lids, stir sticks)
___ Coffee Filters/Tea Filters
___ Coffee Pots (glass/regular and decaffeinated)
___ Condiments
___ Credit Card Vouchers/Holder for Vouchers
___ Cutting Board
___ Demi-Tasse Cups/Saucers/Spoons
___ Dessert Trays
___ Digital Expeditor Clock
___ Dirty Linen Holders
___ Doilies
___ Doggie Bags
___ Flower Vase
___ Flowers
___ Fruit Knife
___ Guest Checks
___ Handi-Wipes (cleaning towels)
___ Ice Bins (aisle/service bar)
___ Ice Scoops (small and large)
___ Iced Tea Brewer
___ Jelly Caddys (holders for jars or packets)
___ Large Oval Trays
___ Liquor Stickers (# colors)
___ Matches
___ Menu Holders
___ Napkins/Tablecloths/Placements/Room Service Tablecloths
___ Oil and Vinegar Cruets (Olive Oil/Red Wine Vinegar)
___ Orange Juice Pitchers/Carafes
___ Parchment Basket Liners
___ Pens
___ Peppermills/Peppercorns
___ Petty Cash Vouchers
___ paper Buckets (waxed to hold ice)

Marriott International - All Rights Reserved 1998 Restaurant - Page T-51

___ Rags
___ Ramekins, Nappies
___ Plate Covers
___ Room Service Table Tents
___ Room Service Wine Openers
___ Room Service Pizza Cards (Stickers)
___ Silver Jiggers
___ Small and Large Creamers
___ Soup Crocks
___ Stan Caps (lids to cover beverage glasses)
___ Sugar Caddy
___ Syrup Dispenser
___ Tea Pots
___ Tea Caddys (Hot Tea Service)
___ Thermal Coffee Pots
___ Decaffeinated Tops - Coffee Pots
___ Toothpicks
___ To-Go Containers/Pizza Boxes
___ Trash Cans
- Aisle
- Cashier=s Booth
- Sidestand
___ Tray Jacks
___ Vacuum Cleaner
___ Water Pitchers
___ Wine Baskets
___ Wine Chillers/Buckets
___ Wizard Gloves (for opening oysters)

Restaurant - Page T-52 Marriott International - All Rights Reserved 1998

 TASK FORCE PROJECT LIST -
RESTAURANT

TASK WHO DUE DONE TASK WHO DUE DONE

SIDEWORK: ASSEMBLE MENUS:

SERVERS BREAKFAST # ____

DRAs LUNCH # ____

AISLE ATTENDANT DINNER # ____

HOST / CASHIERS KID=S MENUS # ____

RUNNER / EXPEDITOR WINE MENUS # ____

SIDEWORK REVISIONS: RESERVATION BOOK

SERVERS TASTE PANEL BOOK

DRAs MENU CLASS BINDER

AISLE ATTENDANT SPONSOR CHECKLIST:

HOST / CASHIERS SERVER

RUNNER / EXPEDITOR DRA

MENU COPIES AISLE ATTENDANT

USE RECORD COPIES H OST / CASHIERS

MENU DESCRIPTIONS RM SV. SERVER

BREAKFAST RM SV OPER/CASHIER

LUNCH RUNNER / EXPEDITOR

DINNER SERVICE BAR

SAUCES ALPH. COCKTAIL LIST (POS

KEYS)

WINES LIQUOR BRAND LIST

(HOUSE, CALL, PREMIUM)

FLOOR PLAN DIAGRAM BEER BRANDS LIST (BOTTLE

(8" X 10.5") & DRAFT)
(Table #s, Seat #s, Pivot
Pts)

FLOOR PLAN DIAGRAM GARNISH CHART

(POSTER)
(Table #s, Seat #s, Pivot
Pts)

TABLE #s - PRACT. MEAL STOCK SIDESTANDS:

(3 X 5 cards, folded into tents,
#s on both sides)

PRATICE MEAL SIGNAGE & SET PARS FOR EQUIP

MEAL CARDS

BULLETIN BOARD DIAGRAMS

Marriott International - All Rights Reserved 1998 Restaurant - Page T-53

 TASK FORCE PROJECT LIST -
RESTAURANT

TASK WHO DUE DONE TASK WHO DUE DONE

SERVICE STANDARDS POS TRAINING FOR TASK

(USE REC / PHOTOS / FORCE
DIAGRAMS):

TEA CADDY TABLE TOP DIAGRAMS

BREAD CADDY BREAKFAST

JELLY CADDY LUNCH

HOT TEA SERVICE DINNER

ICED TEA SERVICE TABLE COMPLEMENT

BOTTLED WATER SRVC DISHROOM BREAKDOWN

SYSTEM

WATER SERVICE RAILROAD CLEANING

SCHEDULE

DESSERT TRAY / CART AISLE STOCKED:

TRAINING PACKETS - PAR LIST

FUTURE

SERVERS (AM) REQUISITIONS

SERVERS (PM) REST MGR== S OFFICE:

HOST / CASHIER ASSOCIATE FILES

DRA ORIGINALS FILES

AISLE ATTENDANT OTHERS

RUNNER OFFICE SUPPLY LIST:

MENU DESCRIPTIONS CASHIER BOOTH

BREAKFAST HOST/ ESS STAND

LUNCH REST. MGR=s OFFICE

DINNER A KNOW YOUR HOTEL @ QUIZ

MENU QUIZZES: MENU QUIZZES:

BREAKFAST DINNER
___ 20 questions ___ 20 questions
___ 5 questions ___ 5 questions

LUNCH KID=S MENUS

___ 20 questions
___ 5 questions

Restaurant - Page T-54 Marriott International - All Rights Reserved 1998

 TASK FORCE PROJECT LIST -
RESTAURANT

TASK WHO DUE DONE TASK WHO DUE DONE

CLEANING:

HIGH HATS

MIRRORS, WINDOWS

DUST WOODWORK

DUST CHAIR RAILS

DUST PICTURES,
ARTIFACTS

PICK PLANTERS

CLEAN SIDE STANDS

TABLE TOPS AND BASES

VACUUM CARPETS

STAINLESS STEEL - AISLE

FILL SALT & PEPPER

SHAKERS

ESTABLISH STAND. AND

FILL SUGAR CADDIES

FILL PEPPER MILLS

FILL OIL & VINEGAR

CRUETS

ROOM SERVICE
STOREROOM - EST. PARS
FOR :

BACK-UP FOR FOOD

ITEMS

V I P PACKAGES

SERVICE EQUIPMENT

Marriott International - All Rights Reserved 1998 Restaurant - Page T-55

 TASK FORCE PROJECT LIST -
ROOM SERVICE

TASK WHO DUE DONE TASK WHO DUE DONE

SIDEWORK: SIDE STAND / WORK

AREA: (PARS LABELD)

SERVERS SALT & PEPPER

OPERATORS / CASHIERS SUGAR CADDIES

SIDEWORK REVISIONS: JELLIES

SERVERS KETCHUP

OPERATORS / CASHIERS MUSTARD

MENU COPIES CHINA, SILVER,

GLASS

USE RECORD COPIES COFFEE POTS

(REG & DECAF)

MENU DESCRIPTIONS PEPPERMILLS

BREAKFAST WINE BUCKETS

LUNCH WINE OPENERS

DINNER BREAD BASKETS

SAUCES TRAYS

WINES TRAY LINERS

ASSEMBLE MENUS: SUPREME SERVICE

# ______

MENU CLASS BINDER HOTEL LAYOUT

(ROOM #s and FLOOR
PLAN)

SPONSOR CHECKLIST: TRAINING PACKETS:

(Future hires)

SERVER SERVER

OPERATOR / CASHIER OPERATOR / CASHIER

ATTENDANT ATTENDANT

PRACTICE MEAL MENUS CASHIER== S BOOTH:

BULLETIN BOARD OFFICE SUPPLIES

TABLE TOP DIAGRAMS BULLETIN BOARD

(PHOTOS)

RAILROAD CLEANING A86" / SPECIALS

SCHEDULE BOARD

Restaurant - Page T-56 Marriott International - All Rights Reserved 1998

 TASK FORCE PROJECT LIST -
ROOM SERVICE

TASK WHO DUE DONE TASK WHO DUE DONE

MENU QUIZZES:

BREAKFAST
___ 20 questions
___ 5 questions

LUNCH
___ 20 questions
___ 5 questions

DINNER
___ 20 questions
___ 5 questions

KID=S MENUS

RM SV STOREROOM :
(ORGANIZED, PARS SET,
LABELED)

POS TRAINING FOR TASK

FORCE

Marriott International - All Rights Reserved 1998 Restaurant - Page T-57

Restaurant - Page T-58 Marriott International - All Rights Reserved 1998
 POINT-OF-SALE (POS) INFORMATION

In the USA hotels, Micros 8700 is the preferred point-of-sale vendor at this time. Internationally,
there may be alternate vendors, programs and equipment in use.

Implementation teams from the USA DO NOT generally get involved in international
installation. However, the regional vice president/director of operations will inform you of any
contact or resource available to you for your POS installation.

Marriott International - All Rights Reserved 1998 Restaurant - Page T-59