Documente Academic
Documente Profesional
Documente Cultură
STANDARD OPERATING
PROCEDURES
CONTENTS
T he standards contained in this
GENERAL
book are recommended for all
#1 Revenue Handling
MHRS Full Service Hotels.
#2 Accounting Food and Beverage Control Review
They should be implemented in
#3 Restaurant/Bar Staffing
conjunction with the MHRS
#4 Food Safety Standards
#9 OPEN
additional resources and
#11 Obtaining and Responding to Customer Feedback
contacts to give further
#12 OPEN
guidance on performance
#13 Statistical Data and Record Keeping
expectations.
#14 Renovations after Hotel Acquisitions
NOTE -
#18 Service Diagnostic Shopping Service
Properties who have implemented
Project Mercury Guidelines, may #19 Americans with Disabilities Act
have updated accounting procedures,
see Accounting Standard Operating #20 New Hire Training
Procedures for clarification.
#21 Management Training
STANDARD OPERATING PROCEDURES
STANDARD OPERATING
PROCEDURES
CONTENTS
GENERAL Cont.
REVENUE HANDLING
MINIMUM STANDARDS
SALES
CHECK AUDITING
OPEN CHECKS
CASHIERS
RESPONSIBLE FOR :
SAFEGUARDS
CASH DRAWERS
BEVERAGE SPECIFIC
See also:
ISSUES
(FOOD AND BEVERAGE)
See also:
General SOP # 4
General SOP # 18
STANDARD OPERATING PROCEDURES General #3
RESTAURANT/BAR STAFFING
MINIMUM STANDARDS
. Schedule is prepared according to forecast; forecast
is critiqued weekly
FOOD SAFETY
STANDARDS
MINIMUM STANDARDS
. Local health laws that exceed current Marriott
requirements are enforced, however, appropriate
documentation must be received by Food and
Beverage/Operations Director in writing from the
local board of health
OBJECTIVE
. All properties are in FULL compliance with ALL
To enforce the highest standards as outlined in the 39 point checklist self
standards of sanitation in inspection program
every Food and Beverage
. The 39-point checklist self-inspection program
area. relating to food safety is completed monthly by the
Food and Beverage/Operations Director, Executive
Chef, Chief Engineer and/or Executive Steward (See
Appendix)
FOOD SAFETY
STANDARDS - Cont.
RESTAURANTS/ROOM SERVICE
BEVERAGE
See also:
HACCP Manual
39 Point Checklist
39 Point Checklist Guidelines
Great Food Safe Food Video and Workbook
Local Health Department Regulations
STANDARD OPERATING PROCEDURES General #5
UNIFORM STANDARDS
MINIMUM STANDARDS
. All associates comply with the general appearance
and personal hygiene guidelines listed in the
associate handbook
See Also:
Approved Purveyors
F&B Purchasing Manual
Hotel Procurement
LSOP
Associate Handbook
Concept Material Cost Worksheet
STANDARD OPERATING PROCEDURES General #7
ROOM SERVICE
RESTAURANT MENUS
LOBBY POSTERS
EXPEDITOR
MINIMUM STANDARDS
. The expeditor:
R E N O VAT I O N A F T E R H O T E L
ACQUISITIONS
MINIMUM STANDARDS
MANAGEMENT REVIEW
See also:
To provide guidelines for Associate will verify with the Restaurant or the
the accurate processing Room Service server that they accept and honor
the discount program at the time they place the
of the Associate Food &
order
Beverage Discount
Program. Associate is required to show their discount card
or ID
See also
See also:
Essential Controls Checklist (see appendix)
STANDARD OPERATING PROCEDURES General #18
SERVICE DIAGNOSTIC
SHOPPING SERVICE
MINIMUM STANDARDS
INTERNAL DIAGONOSTIC
See also:
Diagnostic forms
Accounting SOPs
STANDARD OPERATING PROCEDURES General #19
AMERICANS WITH
DISABILITIES ACT*
MINIMUM STANDARDS
. All F&B areas comply with all legal requirements of
the Americans with Disabilities Act (ADA)
To provide standards to . Guests who use service animals (guide dogs) are
ensure that an granted access to all hotel facilities
equivalent level of . No additional charge is made for accommodating
service is offered to the animal but charges may be made for any
guests regardless of damage caused if it is the regular practice of the
disability. hotel to charge able bodied guests for the same
type of damage
. The above points are also valid for guests who train
service animals
*International properties should fol- . Associates are trained to assist sight-impaired
low local regulations regarding facili- guests with the menu, either offering Braille menus
ties for guests with disabilities or by reciting the menu to the guests
See also:
MINIMUM STANDARDS
. Current Marriott New Hire Training and Certification
Books are followed as a guideline and completed
within first 90 days of employment
MANAGEMENT TRAINING
MINIMUM STANDARDS
. New Managers complete 3 week training period
comprising 1 week Culinary/1 week Front of
House/1 week Bars. Exact allocation of time to be
based on experience and decided by Director of
Food and Beverage, Director of Catering/Event
OBJECTIVE Management or Executive Chef
DEPARTMENTAL TRAINERS
MINIMUM STANDARDS
All Trainers have:
To provide standards to
Completed one year in the position
cover the selection and
training of departmental
Received no written warnings in the past 12
trainers to ensure that
months
training is thorough and
effective.
Completed the Marriott International Certified
Trainer Program Level 1 or equivalent
See also:
TASK FORCE
MINIMUM STANDARDS
. Only certified departmental trainers are considered
for Task Force
F&B SIGNAGE
MINIMUM STANDARDS
. All properties have all legally required signage (local
and national) on display
Engineering SOP
Concept Manuals
General SOP # 7
STANDARD OPERATING PROCEDURES General #25
TELEPHONE PROCEDURES
MINIMUM STANDARDS
. The telephone is answered within first 3 rings*
See also:
RESTAURANT/ROOM SERVICE
GRATUITY/SERVICE CHARGE
MINIMUM STANDARDS
. Automatic Gratuity/Service Charge is only added to
restaurant parties of 6 people or larger and only if
this is indicated in writing on the menu
OR
See also:
Accounting SOPs
100% TIPS training
STANDARD OPERATING PROCEDURES General #27
CORPORATE PROGRAMS
MINIMUM STANDARDS
. Properties considering opening a corporate branded
concept commit to a compliance agreement for
branded concepts signed by the General Manager
See also: