STANDARD OPERATING PROCEDURES

STANDARD OPERATING
PROCEDURES

he standards contained in this

book are recommended for all
MHRS Full Service Hotels.

They should be implemented in

conjunction with the MHRS
Service Standards Manuals and

CONTENTS
GENERAL
#1 Revenue Handling
#2 Accounting Food and Beverage Control Review
#3 Restaurant/Bar Staffing
#4 Food Safety Standards
#5 Uniform Standards

the New Hire Training Books.

#6 OPEN

For each standard there is an

#7 Printed Materials & Menu Development

objective and generally a list of

additional resources and
contacts to give further

#8 Expeditor
#9 OPEN
#11 Obtaining and Responding to Customer Feedback
#12 OPEN

guidance on performance

#13 Statistical Data and Record Keeping

expectations.

#14 Renovations after Hotel Acquisitions

#15 F&B Discount Card Program
#16 F&B Outlet & Kitchen Redesign
#17 Food and Beverage Essential Controls Checklist

NOTE Properties who have implemented

Project Mercury Guidelines, may
have updated accounting procedures,
see Accounting Standard Operating
Procedures for clarification.

#18 Service Diagnostic Shopping Service

#19 Americans with Disabilities Act
#20 New Hire Training
#21 Management Training

STANDARD OPERATING PROCEDURES

STANDARD OPERATING
PROCEDURES
CONTENTS
GENERAL Cont.
#22 Departmental Trainers
#23 Task Force
#24 F&B Signage
#25 Telephone Procedures
#26 Restaurant/Room Service Gratuity/Service Charge
#27 Corporate Programs

General #1

STANDARD OPERATING PROCEDURES

REVENUE HANDLING
MINIMUM STANDARDS
SALES

OBJECTIVE
To provide accounting
standards for controlling
all aspects of Food and
Beverage revenue.

All F&B outlets have control systems in place to

ensure adequate sales records

All F&B outlet sales are recorded through

designated Point of Sale (POS) equipment

POS is programmed with prices that agree with

menus. Access to update prices is limited to
authorized personnel only. (Property to develop
LSOP on authorized associates)

Hotel has LSOP on following:

Associate bank procedures and cash
drop
Coupon Control Procedures

All discounts are documented and accounted for.

Manager/Supervisor authorizes all discounts at the
time they occur

No Sales and voids are monitored. LSOP

developed indicating acceptable levels

All POS Manager functions are locked

Associates do not add gratuities to guest checks or

alter guest checks in any way

Property has an LSOP on gratuity policy for large

groups

Property has LSOP for additional check control in

restaurants serving buffets

General #1

STANDARD OPERATING PROCEDURES

REVENUE HANDLING - Cont.

VOIDED CHECKS
.

The Outlet Manager or Supervisor on duty approves

and signs all voids at the time they occur. An
explanation is clearly written on the check and
accompanied by a guest response form. Register
keys are controlled and safeguarded

WALK

OUT

CHECKS

When a walk out occurs, "walk out" is written on

the back of the check along with an explanation of
the circumstances

Walk out checks are signed by the manager and the

server involved. Note - when using a central cashier
system, both server and cashier must sign

LSOP has been developed on disciplinary action for

walk out

Walk out checks are charged to the department at

face value. No gratuity is applied

All restaurants maintain a "walk out log"

CHECK AUDITING
.

Accounting conducts spot checks on restaurant,

room service and bar checks for proper approval on
voids and errors in totaling or pre-ring

OPEN CHECKS
.

Open check report from the POS are reviewed

regularly to ensure all guest checks are closed
within a reasonable time. LSOP is developed by
property to determine what time frame is
considered reasonable

General #1

STANDARD OPERATING PROCEDURES

REVENUE HANDLING - Cont.

CASHIERS
RESPONSIBLE

FOR :

Correct handling of guest checks

Verifying room charges for hotel credit through the

P.O.S system

WALK OUTS. When a guest is served and leaves the

outlet before the check is presented or collected

INCORRECTLY PRICED CHECKS. When a guest is

incorrectly charged (small instead of large juice,
house instead of premium brand, etc.)

OVER/SHORT CHECKS. When a guest is overcharged or

if all money due is not collected; e.g. presenting
the wrong check or allowing a CIA charge to a
room charge or mishandling a credit card

CASH OVER/SHORT. When cash deposit is more or less

than the POS reading

SAFEGUARDS
.

Managers/Supervisors are responsible for taking

shift-end readings and verifying cashier banks and
deposits

All cash deposit drops are on a blind basis and all

associates handling cash prepare a deposit

Two signatures are required on a cash drop

Manager/Supervisor or Security escorts cashiers to

the drop safe, witnesses the deposit drop and signs
the drop log

Property has LSOP on theft/robbery procedures

Property has LSOP on "Cash In Advance" controls

Cash In Advance lists are issued and posted daily or

are available through POS

Credit card cancellation lists are current and

accessible to the servers or available through the
credit card approval system

General #1

STANDARD OPERATING PROCEDURES

REVENUE HANDLING - Cont.

CASH OVERAGES/SHORTAGES
.

Accounting audits deposit envelopes and cashier

paperwork for cash overages/shortages daily

Discrepancy reports are distributed to Director of

Finance, Food and Beverage Director and
appropriate department heads

Department heads are responsible for written follow

up on over/short in their department on a daily
basis

Cashiers with excessive overages/shortages receive

progressive disciplinary action. Level of excess is
defined by an LSOP

CASH DRAWERS
.

When more than one cashier or bartender work out

of the same POS machine, each has an individual
total key and an individual cash drawer to keep
sales and money separate

Cash drawers remain closed unless being used for a

transaction

All cash transactions are placed immediately into

the cash drawer

Tips are not kept in the cash drawer

BEVERAGE SPECIFIC
.

All drinks are rung up immediately after the order is

served

Property has LSOP on running tabs

If tabs are permitted, they are documented on a

check, and closed out by presenting the check to
the guest for payment

Gratuity containers are placed out of public view

General #1

STANDARD OPERATING PROCEDURES

REVENUE HANDLING - Cont.

SHOPPING SERVICES
.

See General SOP #18 and Accounting SOP's

CATERING SPECIFIC

ISSUES

All advance deposits and payments are handled by

accounting and the catering/event manager
responsible for the group

Day of function payments are paid at the front desk

with the banquet captain/manager

Cash Bars receive hourly pick-ups of cash. LSOP is

developed on the maximum amount held in each
cash drawer before a pick-up is necessary

See also:
Room Service & Restaurant SOP # 1
General SOP # 18
General SOP # 26
Accounting SOP's
LSOP Cash Handling

General #2

STANDARD OPERATING PROCEDURES

ACCOUNTING FOOD AND

BEVERAGE CONTROL REVIEW
MINIMUM STANDARDS
.

OBJECTIVE
To ensure that correct
purchasing/receiving/
accounting procedures
are followed in all Food
and Beverage areas.

The Audit is performed by General Manager, F&B

Director, Director of Finance and Executive Chef

PURCHASING AND RECEIVING

(FOOD, BEVERAGE , CONTROLLABLES)
. Purchases are made from established contract
vendors. Participation percentage is 100%*
. Purchasing agents receive or check all deliveries
. Updated purchasing manuals are available
. All products are weighed against invoice

*International markets where contract

vendors are not established, the hotel
should maximize purchasing volume
through quarterly price negotiation.

. Quantities and prices are checked against purchase

log, purchase order, vendor price list, etc.whichever applies
. Invoices are checked for accuracy by the receiver
and double-checked by department manager
. All food is purchased in accordance with the
Marriott Food Safety Standards
. Invoices are reconciled to accounting records each
period
. At period end, a list of services/purchases received
but unbilled, is submitted to accounting for accrual

General #2

STANDARD OPERATING PROCEDURES

ACCOUNTING FOOD AND

BEVERAGE CONTROL REVIEW
STORAGE
(FOOD, BEVERAGE,

CONTROLLABLES)

Access is restricted to all storage areas at all times

All storage areas are locked when unattended and

are checked by night security

A list of personnel with keys to storage areas is

posted in the general vicinity of designated storage
areas

Food is dated and rotated

Refrigerators and freezers are maintained at correct

temperature readings (See also Engineering SOPs)

Steaks/high-cost food items (shark fin, saffron,

lobster tails items are stored in locked cabinets.
Usage is logged and checked against sales reports

Reasonable pars for all inventories are established,

with amounts on hand corresponding to pars

Physical inventories are taken period end/quarter

end or in accordance with accounting SOPs along
with Accounting's participation

Perpetual beverage inventory is maintained

ISSUES
(FOOD

AND

BEVERAGE)

Food issues from main storeroom are controlled

with adequate requisition system

Issues are made only during established storeroom

hours

Un-opened items are returned to storeroom

Beverage storeroom operation complies with all

federal, state and local laws

General #2

STANDARD OPERATING PROCEDURES

ACCOUNTING FOOD AND

BEVERAGE CONTROL REVIEW
PRODUCTION
.

ChefTec recipes, Use Records and production charts

are used at work stations

Managers are required to instruct production

personnel directly about production quantities

Production quantities are based on sales forecasts

Actual sales are compared to forecasted sales each

week

Leftovers are held to a minimum

The following control charts are used:

Daily production chart
Roast meat chart
Steak/key entree control chart

Accounting reconciles steak and roast meat charts

each period and notifies management of
discrepancies

SERVICE AND GUEST CHECK CONTROL

(RESTAURANTS)
.

POS print outs are needed to obtain food from

kitchen - no check, no food!

POS print outs are defaced by kitchen to prevent

re-use

POS machines are programmed with correct prices

by authorized associates

Managers alone authorize voids

Servers/Cashiers verify the room number through

the POS system for all room charges

A shopping service is used regularly and findings

are followed up by management

General #2

STANDARD OPERATING PROCEDURES

ACCOUNTING FOOD AND

BEVERAGE CONTROL REVIEW
ROOM SERVICE
.

Sales are rung up before orders are given to

servers

Room service bar checks include guest room

number

CASHIERING AND DEPOSIT CONTROL

(ALL OUTLETS)
. Cash in Advance (CIA) lists are issued and posted
daily
. Credit card cancellation lists are current and used
by servers
. Guest charge checks are sent to Front Desk
promptly for posting (in manual posting situations)
. Drop safes are used where intake of cash is
significant
. Register keys are controlled by management
. POS machine readings are taken by management
and retained until deposits are prepared
. Self-cashiering servers are required to prepare tally
sheets; have management verify their deposits and
banks
. A manager or security officer escorts cashiers to
drop safe, witnesses deposit drop and signs drop
log
. Managers receive cashier over/short and procedure
discrepancy reports daily from controller's office
and take corrective action where necessary
BEVERAGE CONTROL (LOUNGES/BARS/CATERING)
. Bartenders and servers use a lock box to deposit
hard copy cash checks
. Servers/cashiers pre-ring drink orders

General #2

STANDARD OPERATING PROCEDURES

ACCOUNTING FOOD AND

BEVERAGE CONTROL REVIEW
.

Posted bar pars match pars on file in accounting

Beverage sale potentials are established

Non-removable bottle stickers are used

Bars and storage area are controlled by

management

Requisitions are made in writing and immediately

posted to perpetual inventory records

All issues are made on a full for empty basis

All empties are promptly broken; breaking is

witnessed by management at the end of shift

Ten items in beverage storeroom are test counted

per period and counts compared to balance in
perpetual inventory records

Five items at each bar are test counted per period

to ensure that counts agree with established bar
pars

See also:
General SOP # 4
General SOP # 18

General #3

STANDARD OPERATING PROCEDURES

RESTAURANT/BAR STAFFING
MINIMUM STANDARDS
.

OBJECTIVE
To establish guidelines
for restaurants, bars and
lounges for scheduling
associates to ensure
consistent, attentive
guest service is provided
and excess staffing is
avoided.

Schedule is prepared according to forecast; forecast

is critiqued weekly

. Stations are assigned as follows during peak

periods:
Bars
18 - 24 seats
16 - 20 seats

(cocktails only)
(cocktails with food)

Restaurants
16 - 20 seats
12 - 16 seats
20 - 24 seats

(with buffet)
(without buffet)
(buffet only)

. Minimum staffing guideilnes are developed for each

outlet and meal period based on forecasted
customer counts to provide good service
. Weekly schedules are developed based on guest
flow, job descriptions, complexity of menu and past
history

General #4

STANDARD OPERATING PROCEDURES

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

All properties are in FULL compliance with ALL

standards as outlined in the 39 point checklist self
inspection program

The 39-point checklist self-inspection program

relating to food safety is completed monthly by the
Food and Beverage/Operations Director, Executive
Chef, Chief Engineer and/or Executive Steward (See
Appendix)

Completed self inspection checklists are kept on file

and accessible for 12 months

Most recent SGS audit (SGS, Internal Audits and

Health Department) are on file and available for
inspection at all times with deficiencies corrected

General Manager and Director of Finance together

with the Food and Beverage Director and the
Executive Chef conduct a quarterly inspection based
on the internal audit standards (See Accounting
SOP)

All new culinary associates complete "Great Food

Safe Food" Training within the first 60 days
(International properties to follow local guidelines)

All required hotel associates (see 39 point checklist

audit for guidelines) are certified by a Marriott
approved Food Safety Program*. Certification is no
more than three years old. Certificates are on file
and accessible

All hotels adhere to the banned products list

All hotels adhere to the mandatory product list

If a foodborne illness breakout occurs, the hotel

follows the Marriott International Foodborne Illness

OBJECTIVE
To enforce the highest
standards of sanitation in
every Food and Beverage
area.

* An LSOP is established in areas

where a Marriott approved
program is not available

General #4

STANDARD OPERATING PROCEDURES

FOOD SAFETY
STANDARDS - Cont.
RESTAURANTS/ROOM SERVICE
.

All areas have documented daily and weekly

cleaning schedules, a copy of which should be kept
in the outlet
Outlets comply with the 39 point checklist where
appropriate

BEVERAGE
.

Draft beer lines are cleaned every two weeks at a

minimum or according to local health regulations if
they require greater frequency

All beverage areas have documented daily and

weekly cleaning schedules, a copy of which should
be kept in the bar

Bars and Lounges comply with the 39 point

checklist where appropriate

See also:
HACCP Manual
39 Point Checklist
39 Point Checklist Guidelines
Great Food Safe Food Video and Workbook
Local Health Department Regulations

General #5

STANDARD OPERATING PROCEDURES

UNIFORM STANDARDS
MINIMUM STANDARDS

OBJECTIVE
To provide standards for
the design, selection and
control of associate
uniforms to ensure that
all associates are
comfortable and project
an appropriate,
professional image.

All associates comply with the general appearance

and personal hygiene guidelines listed in the
associate handbook

Hotel to develop LSOP to ensure the uniform and

appearance of associates are reflective of the
concept and environment

LSOP to be developed on male/female footwear

that meets safety standards

Only complete approved uniform to be worn

Branded Restaurant concepts may not deviate from

the corporate approved uniform standard

Hair must be cut short, or if touching the shoulder,

tied back

Uniforms are controlled through documented

issuing procedure

Human Resources assists (in accordance with local

law) in ensuring that terminated associates return
uniforms

See Also:
Approved Purveyors
F&B Purchasing Manual
Hotel Procurement
LSOP
Associate Handbook
Concept Material Cost Worksheet

General #7

STANDARD OPERATING PROCEDURES

PRINTED MATERIALS AND

MENU DEVELOPMENT
MINIMUM STANDARDS

OBJECTIVE
To provide standards for
menu development to
ensure that all food and
beverage operations
offer attractive, truthful
and professionally
designed collateral that
projects a positive image
of quality and value to
the guest.

All Food and Beverage outlets have professionally

designed menu/wine list or menu/wine list covers
and inserts

All printed materials have the appropriate logo and

copyright marks

All printed materials have minimum 12 point

typeface and 14 point script for legibility

Menus are date coded in bottom right hand corner

of backpage (0108 for August 2001)

Menus comply with federal truth in menu guidelines

Menus are grammatically correct

Menus have no handwritten additions

Menus have no photocopied additions

Menus are reviewed and updated annually

(minimum) to incorporate customer preference,
food trends, regionality, competitive pricing and
meet brand objectives

All menu items including "specials" are documented

in the approved use record format and correctly
costed

Pricing is consistent throughout the hotel for similar

items with similar service levels

Pricing in branded concept restaurants is within the

price ranges published in the implementation
packages

Kids menus are available in all three meal a day

restaurants to guests 12 years of age and under

Kids menu package includes the following

elements: placemat menu, activity, crayons and
non-breakable cup

General #7

STANDARD OPERATING PROCEDURES

PRINTED MATERIALS AND

MENU DEVELOPMENT
- Cont
.

Any independently developed kids program offered

by the property includes a menu, cup and a
childrens activity as required elements

For kids programs, a child is defined as anyone 12

years of age and under

ROOM SERVICE
.

Room Service menus are printed in the standard

room directory format or in the accompanying
Dining Guide format, according to design guide
specifications (available through AS Hospitality)

Room Service menus include a phrase on every

page stating the nature and percentage of the
gratuity/service charge and should explain that
current sales tax will be applied

The Corporate doorknob menu is a minimum

standard

The Corporate tray liner is a minimum standard

Room Service menus include a kids menu section

under the All Day section

RESTAURANT MENUS
.

All restaurant menus, tent cards and posters are

clean, in presentable condition and professionally
printed

Only one tent card per table representing the

current promotion

For menu development guideline see

Restaurant/Room Service SOP # 8

LOBBY POSTERS
.

Lobby posters are professionally produced, framed

and correctly hung

BARS & LOUNGES

.

All bar menus/table tents and promotional posters

are in good condition and professionally produced

Pricing follows Gold Standard pricing guidelines

General #7

STANDARD OPERATING PROCEDURES

PRINTED MATERIALS AND

MENU DEVELOPMENT
- Cont.
See also:
SOP governing correct use of Company Logo
Concept implementation packages
Gold Standard Guidebook
Culinary SOP # 2
Culinary SOP # 3
Restaurant & Room Service # 6
Restaurant & Room Service # 7
Restaurant & Room Service # 8
www.goldstandardbrands.com

General #9

STANDARD OPERATING PROCEDURES

EXPEDITOR
MINIMUM STANDARDS
.

Enforces cook times

Ensures portions and plate presentations
correspond with documented use records
Ensures that the food quality is maintained

OBJECTIVE
To organize the process
of service in the kitchen
pick-up area, to maintain
consistency, quality,
integrity of food
presentation and ensure
quick service of food to
guests according to
company procedures.

The expeditor:

An expeditor is scheduled to cover all peak meal

periods

LSOP developed defining peak meal periods

The expeditor is a certified food handler according

to approved program

Copies of use records are provided at the expeditor

station to ensure consistency

Any returned food is given back to the kitchen via

the expeditor, who requests any replacement item
and completes any necessary documentation

General #11

STANDARD OPERATING PROCEDURES

OBTAINING AND RESPONDING

TO CUSTOMER FEEDBACK
MINIMUM STANDARDS
.

All management and associates are trained on the

Guest Response Program

Managers are visible on the floor during peak meal

periods

Key culinary staff walk through the restaurant every

day

All associates are trained in the L.E.A.R.N. process

Current GSS report information is posted in each

outlet and explained to associates

All outlets have a system available to solicit guest

comments (i.e. comment cards)

OBJECTIVE
To provide standards for
training and systems for
guest response that
ensure that all guest
challenges are dealt with
in an efficient manner at
the earliest opportunity
and that guests are more
than satisfied with the
result.

See also:
Guest Response Program
Guest Satisfaction Reports
Comment Cards
Shoppers Reports
Meeting Planners Survey
NGS Captains Reports
Front Office Manager
Resident Manager
General Manager
Catering/Event Managers

General #13

STANDARD OPERATING PROCEDURES

STATISTICAL DATA AND

RECORD KEEPING
MINIMUM STANDARDS
.

OBJECTIVE
To establish responsibility
for compiling various Food
and Beverage statistics
through accurate record
keeping.

Properties maintain the following minimum records:

Menu counts for each meal period for a
minimum of one full year (holiday menu
counts for three years)
Taste panel reports one full period (month)
Customer/trip counts daily (See LSOP)
Associate work schedules (See HR SOPS)
Bar pars (current)
Beverage requisitions (two periods)
Bar inventory records (one year)
Beverage Storeroom perpetual inventory cards
(one year)
Controllables pars (current)
SGS Audit (current)
39 point checklist self inspection
(12 months)
SGS Audit (most recent)
Food Production Audit checklist
(12 months)
Shellfish Source Tags (180 days)

General #14

STANDARD OPERATING PROCEDURES

R E N O VAT I O N A F T E R H O T E L
ACQUISITIONS
MINIMUM STANDARDS
MANAGEMENT REVIEW
.

Corporate Food and Beverage Vice Presidents, in

conjunction with the Director of Equipment and
Beverage Specifications are authorized to designate
approved vendors

Approval of specific products is made in conjunction

with the Director of Equipment and Beverage
Specifications

Furnishings, supplies and equipment used for new

projects, renovations, redesign and reconfiguration
are approved by Food and Beverage Vice Presidents

OBJECTIVE
To provide a level of
review for major
construction, redesign or
reconfiguration in
acquired hotels to ensure
company-wide quality
standards in all Food &
Beverage operations.

PROJECT PROCESS
.

On new projects, the Regional Vice President of

Operations uses the most recent Brand 5SU
worksheets to compile potential needs of the new
operation or redo

Quantities for standard working pars are

determined in cooperation with new operations
management staff

4-KE (Kitchen equipment) items, equipment

schedule and specification drawings are supplied
before items are purchased

For 6-DE (Design) Items, Interior Design submits a

list of items to purchase - to eliminate duplicate
ordering in 5-SU or 4-KE - before final approval and
action

See also:
Brand 5SU Worksheets
Corporate Food and Beverage

General #15

STANDARD OPERATING PROCEDURES

F&B ASSOCIATE DISCOUNT

PROGRAM
MINIMUM STANDARDS
.

OBJECTIVE
To provide guidelines for
the accurate processing
of the Associate Food &
Beverage Discount
Program.

Outlet offers a 20% Associate discount on all Food

and Beverage purchases (except alcoholic beverages)
in food outlets and room service. Check HR SOPs for
additional information on eligibility.

PROCEDURE
Associate will verify with the Restaurant or the
Room Service server that they accept and honor
the discount program at the time they place the
order
Associate is required to show their discount card
or ID
Associate is be asked to sign a control sheet for
accounting purposes
The discount may not be available at some
franchised hotels
See accounting SOPs for additional information

See also
HR site on Marrweb - Managers Guide to Benefits
Accounting SOPs

General #16

STANDARD OPERATING PROCEDURES

F&B OUTLET & KITCHEN,

REDESIGN
MINIMUM STANDARDS

OBJECTIVE
To establish standards
for the review process of
major construction,
redesign or
reconfiguration projects,
allowing practical advice
on latest trends, design
and technology that
ensures the best possible
project is realized.

Property Executive Commitee develops a 3-5 year

plan for restaurant/bar reinvestment, renovation or
re-concepting

F&B CAPEX projects over $100 000 have been

reviewed by Corporate F&B Staff and Regional
Teams

Property has completed the Analysis section of the

Analysis Design and Execution F&B Planning Tool
(ADE)

If, after completing the Analysis, re-concepting is

necessary due to market conditions, sales erosion,
etc, the Regional Vice President of Operations is
contacted to coordinate the involvement of the
Regional team and the Corporate F&B staff

F&B outlets being redesigned go through Marriott

Hotel Design Review (HDR)

A complete Concept Statement is developed

according to the guidelines set out in the
Execution section of the ADE tool

Property has selected a designer/consultant based

on concept, project scope and recommendations
from regional and corporate F & B teams as set out
in the Design section of ADE

All elements of the design and operating details are

consistent with the concept statement

Restaurants considering corporate branded concepts

have corporate F & B staff approval before
beginning redesign

Designs comply with Americans with Disabilities Act

(ADA) requirements

For Capital Expenditure guidelines see Accounting

SOPs

General #16

STANDARD OPERATING PROCEDURES

F&B OUTLET & KITCHEN,

REDESIGN
- Cont.
See also:
Analysis, Design and Execution Program (ADE)
Facilities Accessibility Guide
Engineering SOPs
Finance SOPs on Capital Expenditure
ADA Act
Restaurant Design Guides

General #17

STANDARD OPERATING PROCEDURES

F&B ESSENTIAL CONTROLS

CHECKLIST
MINIMUM STANDARDS

OBJECTIVE
To safeguard the hotel
assets in Food and
Beverage.

Audit is completed quarterly

Audit is completed by the Director of Food and

Beverage/Operations and the Director of Finance

General Manager participates in at least one audit

per year

Action steps are written for any issues not meeting

standard

The Checklist supplements Finance audits, but does

not replace them

See also:

Essential Controls Checklist (see appendix)

General #18

STANDARD OPERATING PROCEDURES

SERVICE DIAGNOSTIC
SHOPPING SERVICE
MINIMUM STANDARDS
INTERNAL DIAGONOSTIC
.

Diagnostic is conducted quarterly by Food and

Beverage Manager using diagnostic forms (see
appendix). Completed forms are submitted to the
hotel General Manager

Properties experiencing challenges in GSS conduct

the diagnostic on an as needed basis until an
acceptable score is achieved.

OBJECTIVE
To provide for timely,
independent inspection
to assist in monitoring
the control over hotels
assets and associate
compliance with guest
service standards.

SHOPPING SERVICE
.

Professional anonymous shops are conducted twice

yearly

Standard shopping forms are used (see appendix)

Outside professional service is selected by the

Director of Finance and the Food and Beverage
Director (for guidelines see accounting SOPs)

Shops are unannounced (except to Director of

Finance)

Verbal response within 24 hours and a written

report to be received no later than five business
days after the shop

See also:
Diagnostic forms
Accounting SOPs

General #19

STANDARD OPERATING PROCEDURES

AMERICANS WITH
DISABILITIES ACT*
MINIMUM STANDARDS
.

All F&B areas comply with all legal requirements of

the Americans with Disabilities Act (ADA)

All associates are aware of procedures for dealing

with disabled persons as described in food and
beverage sevice standards manuals

Guests who use service animals (guide dogs) are

granted access to all hotel facilities

No additional charge is made for accommodating

the animal but charges may be made for any
damage caused if it is the regular practice of the
hotel to charge able bodied guests for the same
type of damage

The above points are also valid for guests who train
service animals

Associates are trained to assist sight-impaired

guests with the menu, either offering Braille menus
or by reciting the menu to the guests

OBJECTIVE
To provide standards to
ensure that an
equivalent level of
service is offered to
guests regardless of
disability.

*International properties should follow local regulations regarding facilities for guests with disabilities

See also:
Service Standards Manuals
Americans with Disabilities Act
SOP Engineering
Facilities Accesibility Guide
SOP Front Office
SOP PBX Emergency Situations

General #20

STANDARD OPERATING PROCEDURES

NEW HIRE TRAINING

MINIMUM STANDARDS
.

OBJECTIVE
To provide standards for
the complete and
thorough orientation of
new associates in the
Food and Beverage
department allowing
them to rapidly assume
effective and productive
roles in the organization.

Current Marriott New Hire Training and Certification

Books are followed as a guideline and completed
within first 90 days of employment
Each Food and Beverage department has
designated certified trainers for each position
New Hires complete a familiarization program
prepared by department head to cover discipline
related areas prior to shadowing the certified trainer
for minimum of 3 days of job specific training
(example restaurant associates to spend 1 day
greeting, 1 day kitchen, 1 day bussing, 1 day bar
prior to 3 days shadowing the trainer during
service)
All associates in guest contact positions are given
overview on the legal responsibilities of alcohol
service during the first three days of training
All associates in guest contact positions are certified
by an approved alcohol awareness program within
the first 30 days of hire date. Re-certification is
completed prior to certification expiration date
(TIPS Training is the minimum standard, but some
states also require a state specific program to be
completed)
Signed documentation indicating that the associate
has completed the New Hire Training is kept in the
employee file for the duration of employment
New Hires sign job description and a copy is kept in
the associate file
Daily meetings are held in all departments during
every shift to review the 20 basics
All associates receive basic business education via
the root learning maps annually
All associates are trained in the L.E.A.R.N Process
(Service Excellence Training Class)

General #20

STANDARD OPERATING PROCEDURES

NEW HIRE TRAINING - Cont.

See also:

New Hire Training and Certification Workbooks

Beverage SOP # 6
Concept Specific New Hire Workbooks
Service Standards
Job Descriptions
Gold Standard Guidebook
Gold Standard Web Site
Director of Human Resources
Department Head
General Manager

General #21

STANDARD OPERATING PROCEDURES

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
Management or Executive Chef

Managers hired from outside Marriott complete a

customized version of the Management
Development Program to be decided by the Director
of Food and Beverage/Operations, Director of
Catering/Event Management or Executive Chef
based on the new managers experience and
existing knowledge. Segments relating to the
Marriott corporate culture to be mandatory

Restaurant Managers and Restaurant Chefs opening

corporate branded concepts spend 14 days
minimum in an existing branded restaurant location.
Time to be divided 50% front of house, 50% back
of house

Managers meet with hotel Director of Finance and

Director of Human Resources to review ALL
accounting and Human Resources SOPs relating to
Food and Beverage

All Managers/Supervisors in guest contact areas are

TIPS trained

All Managers are SGS certified (or equivalent) and

meet any local required food safety training
requirements

Executive Chefs complete the Chef Certification

Program* with the American Culinary Federation
within one year of accepting the position

New managers sign copy of their job description

and a copy is kept in their file

OBJECTIVE
To provide standards for
the orientation of new
managers to ensure
complete understanding
of their roles and
responsibilities within the
organization.

*International properties should

check with R.V.P. Operations for
local Chef Certification Program

General #21

STANDARD OPERATING PROCEDURES

MANAGEMENT TRAINING - Cont.

See also:
Management Development Program
Service Standards
Casual Restaurant Minimum Standards
Gold Standard Guidebook
Job Descriptions
Gold Standard Web Site
Human Resources SOP's
Accounting SOP's
Beverage SOP # 6
Director Human Resources
Director Food & Beverage/Operations
General Manager
Department Head Trainers

General #22

STANDARD OPERATING PROCEDURES

DEPARTMENTAL TRAINERS
MINIMUM STANDARDS
All Trainers have:
Completed the appropriate New Hire Training
and Certification modules for the specified
positions

OBJECTIVE
To provide standards to
cover the selection and
training of departmental
trainers to ensure that
training is thorough and
effective.

Completed one year in the position

Received no written warnings in the past 12
months
Completed the Marriott International Certified
Trainer Program Level 1 or equivalent
.

All properties have a minimum of one trainer

(preferably three) certified at a TIPS Train the
Trainer Workshop (or equivalent)

Properties have an LSOP on additional

compensation paid to trainers when training new
associates

See also:
New Hire Training and Certification Workbooks
Service Standards
Marriott International Certified Trainer Program
Level 1

General #23

STANDARD OPERATING PROCEDURES

TASK FORCE
MINIMUM STANDARDS
.

Only certified departmental trainers are considered

for Task Force

For branded concepts, a pre-Task Force orientation

is conducted by the Regional Food and Beverage
Director

Task Force needs for branded concepts are

accessed, planned and coordinated by the local
cluster champion and the RVP Operations in
conjunction with regional discipline specialists and
the hotel Food and Beverage/Operations Director

For travel, salaries, and expenses relating to Task

Force, see Accounting SOP's

OBJECTIVE
To provide standards
for the organization and
selection of Task Force
members to ensure that
the correct level of
support and experience
are available to support
the opening of new
operations and concepts.

See also:
New Hire Training and Certification Workbooks
Service Standards
Accounting SOP's
Concept Implementation Packages

General #24

STANDARD OPERATING PROCEDURES

F&B SIGNAGE
MINIMUM STANDARDS
.

All properties have all legally required signage (local

and national) on display

Branded concepts comply with corporate standards

on Food and Beverage outlet signage

No handwritten or taped signage is displayed in

Food and Beverage outlets

All posters are framed

Any signage displayed outside Food and Beverage

outlets is professionally produced

OBJECTIVE
To provide standards for
Food and Beverage
specific signage to
ensure that it is truthful,
appealing, professional
and meets all legal
requirements.

See also:
Engineering SOP
Concept Manuals
General SOP # 7

General #25

STANDARD OPERATING PROCEDURES

TELEPHONE PROCEDURES
MINIMUM STANDARDS
.

The telephone is answered within first 3 rings*

A standard telephone greeting is customized to

each area of Food and Beverage and used every
time

All associates are trained in answering the

telephone with the standard greeting

All associates are trained in the use of the

telephone - the correct greeting, putting guest on
hold, transferring, taking messages, etc

Before transferring calls, associates verify whether

the guest is being directed to a voice message. If
the voice mail is responding, the associate must
advise the guest and ask if they wish to leave a
message on the voice message system or speak to
someone else

When outlets are closed, telephones are forwarded

to a hotel operator or another open outlet.
Answering machines or voice mail are not
acceptable

During business hours, catering/event sales phones

do not default to voice mail when the manager is
unable to answer the phone

Hotel has an "in-house customer" response system

LSOP for catering event attendees

Hotel has an LSOP covering personal calls

OBJECTIVE
To provide standards
that ensure the highest
levels of hospitality are
provided in all telephone
communication with both
external and internal
guests.

*20 seconds for International

properties

See also:
New Hire Workbooks
Service Standards

General #26

STANDARD OPERATING PROCEDURES

RESTAURANT/ROOM SERVICE
GRATUITY/SERVICE CHARGE
MINIMUM STANDARDS

OBJECTIVE
To provide standards to
regulate the automatic
addition of gratuities to
guest checks.

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

The gratuity/service charge for large parties may

not exceed 19%. Any exceptions to be approved by
RVP Operations

Guests making a restaurant group reservation are

advised of the addition of automatic service
charge/gratuity in advance

Room Service checks state if the Service Charge is

included. Service Charge may not exceed 19%. Any
exception to be approved by the RVP Operations

In Room Service, properties choose between one

of the following two scenarios:
Fully distributed gratuity and a trip charge per
order (trip charge goes to the house)
OR
Service Charge only (no trip charge) divided
between the associate and the house. If this is the
option chosen, check lodging Sales Tax Manuals for
clarification on tax liability

For Catering Gratuity See Catering specific and

Finance SOPs

See also:
Accounting SOPs
100% TIPS training

General #27

STANDARD OPERATING PROCEDURES

CORPORATE PROGRAMS
MINIMUM STANDARDS

OBJECTIVE
To provide standards to
ensure that all corporate
programs are
implemented in their
entirety, offering
consistency to the guest
across the brand.

* International properties may

participate where appropriate

Properties considering opening a corporate branded

concept commit to a compliance agreement for
branded concepts signed by the General Manager

Corporate concepted restaurants/bars offer the

complete, current, approved corporate menu

Restaurant/bar complies with all corporate menu

pricing guidelines and implementation dates on
corporate programs (See F&B Website for
programs)

Any exception to corporate programs - pricing,

product or implementation date are approved by
RVP Operations and Corporate VP of Restaurants,
VP of Beverage or VP of Culinary

Restaurants/Bars incorporate all service elements

noted as "core" in the implementation guides

Properties participate in corporate seasonal

promotions*

Bars and Lounges participate in the annual Gold

Standard Promotions*. Any exceptions to be
approved by RVP Operations

Any property-specific promotions have a

professional look and are approved by the Regional
Vice President of Operations

See also:
Concept Restaurant Manuals and Implementation
Guides
Concept Restaurant New Hire Workbooks
Gold Standard Guidebook
Gold Standard Web Site