quy trinh dieu hanh chuan SOP SeaPearl Hotel

SEA PEARL HOTEL
STANDARD OPERATING PROCEDURES
Department: Food & Beverage – Banquets
Sales Executive
Employee:
Task
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Date: May 2011
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Task

Department Orientation
Menu Knowledge
Beverage Knowledge
Room Configuration & Capacities
Telephone Sales Techniques
Delphi Operation
Plans of Function Room Layouts
Protocol
Wedding Etiquette
Applying for Special Licenses
Audio Visual Equipment
Special Effects Lighting
Outside Contracting
Purchase Order System
Competitors Product
Property Layout
Engineering Capacities

Distribution of Event Orders
Revising of Event Orders
Daily Event Summary & Final Event Orders
Accommodation Rates
Attending catering Meeting
Attending the F&B Meeting
Introducing Clients to Banquet Service
Follow up Letter
Understanding Financial Goals
Outside Catering
Convention Run Down
Daily Conference Debriefing
Convention Debriefing

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SEA PEARL HOTEL
STANDARD OPERATING PROCEDURES
Department: Banquet - Sales Executive

Date: May 2011

Policy: Menu knowledge

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Standard: Banquet Sales Executive will be able to explain, recommend and describe all Banquet
menu items
Procedure
1. Review the Banquet menu and learn what items are available and be familiar with the
terminology of the menu.
2. Observe the Chef's photographs and samples of menu items.
3. Observe guest feedback as to the popularity of certain menu items once they have been
ordered.
4. Know the yield contribution of each menu item with regards to profitability.

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SEA PEARL HOTEL
STANDARD OPERATING PROCEDURES
Department: Banquet - Sales Executive

Date: May 2011

Policy: Beverage knowledge

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Standard: All Banquet Sales Executive will know, understand and will be able to recommend all
beverages available for Banqueting.
Procedure
1. Know Banquet wine list and the availability of other wines for Banquet functions.
2. Recommend wines that not only compliment meals but also yield high profit margins to
the department.
3. Note relative feedback with regards to quality of wines that have been consumed in
Banquet functions.
4. Recommend beverage packages as much as possible and know how to negotiate these
packages with guests.

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STANDARD OPERATING PROCEDURES
Department: Banquet - Sales Executive

Date: May 2011

Policy: Room Configuration &Capacities

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Standard: All functions will be sold to a room which best suits their purposes.

Procedure
1. Learn the different types of Banquet configurations and capacities that can be set up in
the individual Banquet rooms and ballrooms.
2. Know what flexibility these rooms have.
3. Know what other rooms can be charged into break out if required.
4. Match the guest requirements to the room availability, ensuring the maximization of
function rooms at all times.

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SEA PEARL HOTEL
STANDARD OPERATING PROCEDURES
Department: Banquet - Sales Executive

Date: May 2011

Policy: Telephone Sales Techniques

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Standard: All telephone enquiries possible are turned into profitable Banquet sales.
Procedure
1. Answer the phone using correct procedures.
2. Be attentive to the client’s needs and extremely responsive in re-acting to special

requests.
3. Appear confident that you understand all of the items required by the various function
enquiry.
4. Respond to all enquiries within 24 hours or sooner.
5. Be competitive and flexible by knowing the yield volumes of the business and researching the potential that each company has for the Sheraton Hanoi Hotel & Towers.
6. Follow up all enquiries at the required time.
7. Go that little bit extra to clinch the business.
8. Attend the telephone sales technique similar organized by the sales department.

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SEA PEARL HOTEL
STANDARD OPERATING PROCEDURES

Department: Banquet - Sales Executive

Date: May 2011

Policy: Delphi Operation

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Standard: All Banquet Sales Executives will be able to operate the Delphi function system to
ensure responsibility service is always delivered to the guest.

Procedure:
1. Attend the seminar and training modules on Delphi incorporating the following sections:
 Trace File
 General Inquiry
 Sales Leads
 Confirmed Business
 Handling Special Requests
 Issuing the Banquet Event Order
 Issuing Guarantee Sheets
 Daily/ weekly forecasts
 Banquet Menu Updating

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STANDARD OPERATING PROCEDURES

Department: Banquet - Sales Executive

Date: May 2011

Policy: Plans of Function Room Layouts

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Standard: Accurate floor plans of function events will be drawn by the Banquet Sales Executive
Procedure
1. Find out all details required for the function.
2. Suggest a set up to the client which has been previously done successfully.
3. Draw up a scaled floor plan showing room layout, table placement with number and
submit to the function client for approval.
4. Liaise with banquet Operation for any unusual or difficult set-ups.
5. Copy the approval floor plan to banquet Operations for set up.

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STANDARD OPERATING PROCEDURES

Department: Banquet – Sales executive

Date: May 2011

Policy: Protocol

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

Confidential refer these as required for official functions.
Procedure:
1. Learn the basic rules of protocol.
2. Use the rules of protocol when planning event timings.
3. Ensure that banquet operations are familiar with the protocol pertaining to any event.

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SEA PEARL HOTEL
STANDARD OPERATING PROCEDURES

Department: Banquet – Sales Executive

Date: May 2011

Policy: Wedding Etiquette

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Standard: Banquet Sales executive will have a thorough knowledge of wedding etiquette and be
Able to advise wedding clients as required by them.
Procedure:
1. Learn the basic rules of wedding etiquette as outlined in the wedding book.
2. Use the rules of protocol when planning event timings.

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

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STANDARD OPERATING PROCEDURES

Department: Banquet – Sales Executive

Date: May 2011

Policy: Applying for Special License

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Standard: Banquet Sales Executives will apply for extensions and special licenses within the
Required time and ensure these licenses are obtained prior to the function.
Procedure:
1. Prefer to special hotel license and be familiar with:
a. How to apply for a late license or license extension.
b. How to apply for an auction license.
c. How to apply for an outside catering license.

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STANDARD OPERATING PROCEDURES

Department: Banquet – Sales executive

Date: May 2011

Policy: Audio Visual Equipment

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Standard: Guest requests for basic audio visual equipment will be handled by the Banquet Sales
Executive.
Procedure:
1. Learn what equipment is available in house and what equipment is available for hire.
2. Be familiar with all the rats of audio visual.
3. Know what audio visual equipment is used for and bests suits each function area.
4. Attend an audio visual lecture conducted by the banquet A/V Technician.

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SEA PEARL HOTEL
STANDARD OPERATING PROCEDURES

Department: Banquet – Sales Executive

Date: May 2011

Policy: Special Effect Lighting

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Standard: All special effect lighting described to the client must be entered onto the function
event order.
Procedure:
An accurate picture of how the room will look on the date of the function with the use of special
effect lighting will be accurately described to the client so as to paint a picture in their minds of
how their function room will look.
1. Learn special effect lighting for weddings, dinner dances, buffets, cocktail parties that are
available.

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SEA PEARL HOTEL

STANDARD OPERATING PROCEDURES

Department: Banquet – Sales Executive

Date: May 2011

Policy: Outside Contracting

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Standard: All items required by put outside contracting will be ordered by the banquet Sales
Executive.
Procedure:
1. Place the order via a purchase request system correctly coded through the Purchasing
Manager.
2. Ensure the purchase request accurately describes the service that is required.
3. Double check the price of the service and enter this onto the Banquet event order.
4. Attach a copy of the confirmed order with a master copy in the function file so that it may
be followed up prior to the event.
5. Check delivery of outside items 24 hours prior to the function occurring to ensure
everything is in order.

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SEA PEARL HOTEL
STANDARD OPERATING PROCEDURES

Department: Banquet – Sales Executive

Date: May 2011

Policy: Purchase Order system

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Standard: All items to be purchased will be channeled through the Purchasing Department
within the amount of time required for it to be delivered to the hotel.
Procedure:
1. Fill in purchase request accurately.
2. Fill in appreciate account code.
3. Deliver purchase request to the Purchasing Manager for purchasing.
4. Follow up with them until the items received.

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STANDARD OPERATING PROCEDURES

Department: Banquet – Sales executive

Date: May 2011

Policy: Competitors Product

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Standard: banquet Sales Executives will be fully aware of the competition’s activities in the
market place, what they are selling and what functions they are holding.
Procedure:
1. Visit the Metropole, Daewoo, Horizon, Nikko,West-Inn and other competitor hotels, on
a regular basis, taking note of what functions are occurring in their hotel.
NB: This can be done by observing the function notice-board or by a phone call
2. Regularly get Banquet information sent from all properties.
3. Be very familiar with the Banqueting marketing plan and sections of business that are
available.
4. Be pro-active in and look for business in the market place. This can often be found in
trade magazines, newspaper or by keeping your ear to the ground in the market place.

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STANDARD OPERATING PROCEDURES

Department: Banquet – Sales executive

Date: May 2011

Policy: Property Layout

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Standard: Guests who inquire through the catering department will be able to explained all
aspects of the hotel including accommodation, rooms and hotel facilities available.
Procedure:
1. Be familiar with all operations of the hotel including housekeeping, engineering,
personnel, sales, food & beverage, front office and security.

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STANDARD OPERATING PROCEDURES

Department: Banquet – Sales Executive

Date: May 2011

Policy: Engineering Capacities

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Standard: banquet Sales executive will have knowledge of the electricity capacities of the
Ballroom and pre- function areas so they can advise function clients the best layout
for their trade dislays.
Procedure:
1. Obtain electrical drawings from the Engineering Department and know three phase
outlets, GPO’s and circuitry diagrams of the Banqueting area.

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STANDARD OPERATING PROCEDURES

Department: Banquet – Sales Executive

Date: May 2011

Policy: Distribution of Event Orders

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SEA PEARL HOTEL
STANDARD OPERATING PROCEDURES
Standard: All event orders will be distributed by the latest on the Tuesday afternoon of the week
prior to the function.
Procedure:
1. Trace function details and meet with organisers to ensure that the major details are
co-ordinated at least 20 days prior to the function.
2. Completed event ordered will be distributed using cc: mail to the following:
 Main Kitchen
}
 Pastry Kitchen
} These will be distributed by the Executive Chef
 Production Kitchen }
 Banquet Manager
 Banquet A/V Technician
 Purchasing Department
 Housekeeping Department
 Engineering Department
 General Manager
 Director of Sales
NB: For any event that directly effects other departments, the Sales executive should
personally deliver a copy of the Event order to the Department Head and explain the

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

Department: Banquet – Sales executive

Date: May 2011

Policy: Revising of Event Orders

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SEA PEARL HOTEL
STANDARD OPERATING PROCEDURES
Standard: After the Event Orders have been distributed, any changes should be distributed to all
Departments, via cc: mail
Procedure:
1. Once an organizer has contacted the Sales Executive, requesting changes to their event,
the changes should be entered into the Delphi Computer to keep track of these changes.
2. On a daily basis, a summary sheet will be distributed, indicating all changes that have
been made to the upcoming events. This sheet will be distributed to all departments.
3. Any major changes to the event orders should be corrected by issuing a clearly marked

“REVISED” event order.

Department: Banquet – Sales Executive

Date: May 2011

Policy: Daily Event Summary & Finalised
Event Orders

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SEA PEARL HOTEL
STANDARD OPERATING PROCEDURES
Standard: A daily Summary Sheet indicating all events for the following day(s) shall be
distributed to all departments by the day.
A copy of the finalized event orders will be distributed to operational departments.
Procedure:
1. Call the client contact’s for events that are being organized for the following day to
confirm final details, including numbers of attendees and any other outstanding details.
2. Update the Event Order in the Daily folder & charge the details on the Daily Summary
Sheet.
3. The Daily Summary Sheet should be sent to:

 Main kitchen *
}
 Production Kitchen * } These will be distributed by the Executive Chef
 Pastry Kitchen *
}
 Banquet Manager *
 Banquet A/V Technician *
 Housekeeping Department
 Engineering Department
 Front Office (Concierge & Telephone Operatiors)
 Purchasing Department
 Restaurant Managers
 General Managers
 Hotel Managers
 Director of Sales
 Business Centre
* Should receive a copy of the finalized Event Orders with the summary sheet
4. The above should be distributed by hand into the departmental pigeon holes.

Department: Banquet – Sales Executive

Date: May 2011

Policy: Accommodation Rates

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SEA PEARL HOTEL
STANDARD OPERATING PROCEDURES
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Standard: Banquet Sales executive will know, and be able to quote on accommodation rates as
required by the guest.
Procedure:
1. Learn the Hotel’ rate information.
2. Know low and high periods of occupancy.
3. Organise competitive room rates without sacrificing the average rate.

Department: Banquet – Sales Executive

Date: May 2011

Policy: Attending Catering Meeting

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STANDARD OPERATING PROCEDURES

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Standard: Banquet Sales Executives will attend a catering meeting held once per week
Procedure
1. Bring all relevant information including client files, banquet event orders, day files and
possible enquiries, together with weekly forecasts along to the catering meeting held
every Wednesday morning, at 10:00 in the Executive Boardroom.
2. The catering meeting chaired by the Convention Services Manager.
3. All functions for the next week are gone over in detail with the Production Chef, Banquet
Manager, Banquet A/V Technician, Sales Department.
4. Other relevant department are to attend if necessary, to ensure that the communication
process is fuly passed on and that the customers best interest is being address.

Department: Banquet – Sales Executive

Date: May 2011

Policy: Introducing Clients to Banquet Service

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STANDARD OPERATING PROCEDURES

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Standard: All clients handled by Banquet Sales Executives will be introduced to the Banquet
Manager or Shift Leader, prior to the start of the function.
Procedure:
1. Meet the Banquet client prior to the start of their function.
2. Ensure that the Banquet Manager or Shift Leader is thoroughly informed of all details on
the Banquet area.
3. Communicate any last minute details to the Banquet Manager or Shift Leader on duty.
4. Introduce the Shift Leader or Banquet Manager the person in charge of their event on the
day.
5. Stay until reasonably confident that all details are taken care of and bid he function
organizer farewell.

Department: Banquet – Sales Executive

Date: May 2011

Policy: Attending the F&B Meeting

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STANDARD OPERATING PROCEDURES
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Standard: Banquet Sales Executive will attend the F&B meeting in the absence of the
Convention Services Manager.
Procedure:
1. A representing of the Banquet Department will attend the weekly Food and Beverage
meeting.
2. All major functions are addressed and background information I passed on to Food &
Beverage department heads at the meeting.
3. Special indication should be given to Outlet Managers as to how Banquet movements
will affect their business.

Department: Banquet – Sales Executive

Date: May 2011

Policy: Follow up Letter

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