STANDARD OPERATING PROCEDURES

STANDARD OPERATING
PROCEDURES
CONTENTS
EVENT MANAGEMENT

#1 OPEN

#2 Banquet Event Orders (BEOs)

#3 Daily BEO Meeting

#4 Catering Gratuity and

Service charge

#5 Written Communications with Customers

#6 Maximizing Space

#7 OPEN

#8 OPEN

#9 OPEN

#10 OPEN

#11 Sales and Service

Intensity Meeting

#12 Catering Taste Panels for External Customers

#13 OPEN

#14 Weekly and Daily Events Sheets

#15 Pre-Convention and Post-Convention Meetings

#16 Box Lunch

#17 Banquet Checks

#18 Banquet Guarantees and Set Numbers

#19 Acceptance of a Guest Package

#20 Continental Breakfast and Coffee Breaks

#21 Red Coat Program

#22 Leftover Banquet Food

#23 Banquet Control Policies and Procedures

STANDARD OPERATING PROCEDURES Event Management #2

BANQUET EVENT ORDERS

MINIMUM STANDARDS
. BEOs are prepared at least 14 days prior to the
event if all information is available

. BEOs are distributed no more than 30 days before

the event
OBJECTIVE
. BEOs are distributed to the operational
To provide standards departments prior to the distribution of Weekly
for communicating Schedule of Events. BEOs that are distributed
customer objectives and after the Weekly Schedule of Events is distributed
event requirements are considered "Pop-Ups"
effectively and . BEOs are formatted with the following information:
expeditiously to the
operational departments Header, including the hotel name, address,
and customers. The phone number and fax number
BEO serves as a written
Customer information, including but not limited
agreement of the to: name of customer, name of group, name of
services the hotel will on-site contact and posting information
provide to the customer. (optional: customer address, phone and fax
numbers and billing address)

Booking manager and event manager names

Event time, type of event, event location,

expected number of guests, guarantee and set
for number of guests

Food and Beverage information, arranged

according to event times

Event function room set-up information

Audio visual equipment and set-up information

Method of payment

Other miscellaneous information

Service charge and tax information

Customer's signature line

Guarantee of attendance clause

Key Objectives (where appropriate)

STANDARD OPERATING PROCEDURES Event Management #2

BANQUET EVENT
ORDERS - Cont.
. BEOs are approved by the Director of Event
Management or a designated event/catering
manager prior to distribution to the operational
departments

. Final BEOs are signed by the customer and placed

in the customer's file

. All signed BEOs are kept on file for seven years or

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

. Non-automated hotels, develop an LSOP on

distribution procedures

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

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

. BEOs are updated as changes occur and

communicated as needed

. Hotels have an LSOP on how to manage the

following:

"Pop-Up" BEOs (events booked after the

distribution of the Weekly Events Schedule)

Revised BEOs

Cancelled events after the BEO has been

distributed to operational departments
STANDARD OPERATING PROCEDURES Event Management #3

DAILY BEO MEETING

MINIMUM STANDARDS
. BEO meetings are scheduled at the same time
every week day

. Attendance of Catering/Event Manager, Banquet

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

To educate Event/Catering . Review:

associates about the Group name/meeting planner requirements
Customer’s objective
specific business scheduled
Time of the event
over the next two days. Room assignment
Guarantee/set
Changes
Menu Information

. On busy weekends, meeting is held as needed

. Operational issues and equipment requirements are

reviewed

. Previous day and current challenges are reviewed

STANDARD OPERATING PROCEDURES Event Management #4

CATERING GRATUITY AND

SERVICE CHARGE
MINIMUM STANDARDS
. Service charges that are not distributed to event
associates (those associates paid on a flat hourly
basis) are recorded as Event Management revenue

. Hotels on a gratuity system distribute the approved

OBJECTIVE gratuity percentage to the applicable catering
associate in accordance with accounting
To provide standards procedures. If the hotel retains a percentage of the
on the communication, gratuity, the remaining amount is credited to wages
distribution, and . Hotels obtain written approval from the Regional
administration of Vice President of Operations to use the gratuity
gratuities and service system
charges.
. Hotels obtain Regional Vice President of Operations
approval on the LSOP regarding distribution
method, positions eligible, and the percentage of
gratuity to be paid out to the catering hourly
associate

. Customers who would like to offer an additional

gratuity in cash or through a master account follow
these procedures:

A written list of associates, by name, is

assembled and the amount of the distribution
to each noted

The meeting planner's signature is obtained on

the banquet check or miscellaneous charge slip
indicating the amount that will be posted to
the group's master account

If cash is received, it must be deposited to

offset the payout

The Director of Finance signs

Distribution of the gratuity is made through

MARPAY or local payroll system

All records concerning the transaction are

saved in the customer file
STANDARD OPERATING PROCEDURES Event Management #4

GRATUITY AND SERVICE

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

. Hotels conduct periodic audit on procedures to

ensure compliance with this SOP and all supporting
LSOPs

. Canvassing, requesting and/or soliciting gratuities of

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

. Local and State laws governing gratuity and service

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

Definitions:

Service Charge
Applies a percentage service charge to the
Guest Account; recorded as revenue; service
staff is paid a flat hourly rate for time worked
and does not share in the service charge.
Under Service Charge system hotels, managers
will not receive a portion of the service charge

Gratuity System
Applies a percentage gratuity to the Guest
account; these dollars are distributed to the
Catering applicable associates; sometimes with
a portion retained as an offset (credit) to
wages

See also:
Local Laws, Tax Laws and other Government
Regulations
LSOP
Human Resources Guidelines
STANDARD OPERATING PROCEDURES Event Management #5

WRITTEN COMMUNICATIONS &

PRINTED MATERIALS
MINIMUM STANDARDS
. Proposal letters are written based on OBF principles
(Objectives-Benefits-Features)

. All correspondence is personalized

OBJECTIVE . Proposals are generated within 24 hours of

customer contact or followed up in the interim with
To provide standards a short personal note
for customized . BEOs are 8.5" x 11" in size for the customer
communication to the
customer from inquiry to . Confirmation letters and BEOs are sent for customer
closure that projects a signature; the returned copy is retained on file;
positive image of quality, customer files are kept for seven years or according
to the statute of limitations
service and value to the
guest. . A stamped, addressed envelope is included with all
correspondence requiring a customer signature
and/or return receipt

. Menus are printed on custom paper and updated a

minimum of once a year

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

phone number and fax number

. Menus sent through the mail are presented in a

menu jacket or hotel brochure

. Each menu page lists the service charge percentage

and applicable tax percentage at the bottom

. Date codes are printed on each menu page on the

lower right hand corner

. Menus comply with truth in menu guidelines

. Menus are checked for grammar and spelling before

sending to a customer

. Handwritten additions are not acceptable on any

menu or proposal

. The use of Marriott International name and/or

symbols complies with corporate SOPs

See also:
Marriott International Trademark SOP.
STANDARD OPERATING PROCEDURES Event Management #6

MAXIMIZING SPACE

MINIMUM STANDARDS
. Hotels have an LSOP that addresses the following
business requirements:

Time frame to hold tentative bookings

OBJECTIVE Method of differentiating, passive and
aggressive holds on space based on customer's
To provide standards interest level
for the recording of
. Hotels audits the diary each period to:
booked events and
potential business Ensure compliance with tentative hold
opportunities to timeframes
maximize sales,
Identify free sell opportunities
profitability and guest
satisfaction. Resolve potential space conflicts

Ensure effective yield management of function

space to maximize revenue

Immediately release space upon cancellation of

an event

. For non-automated hotels the diary includes all of

the following information:

Authorized manager responsible for the

booking

Decision date on tentative holds

Event time, type and set-up

Customers phone number

Indication if the event can be moved

Estimated revenue the event will generate

Designate whether the business is local or

group related
STANDARD OPERATING PROCEDURES Event Management # 11

DAILY SALES AND SERVICE

INTENSITY "STAND UP"
MINIMUM STANDARDS
. Department Head or designated manager conducts
a stand up meeting with their staff at the start of
each day/shift

. All department staff present attend the meeting

OBJECTIVE
. Banquet and Catering Service representatives
To provide the attend the Event Management / Catering Sales daily
opportunity for the meeting and communicate the information gathered
to their own departments
Catering Sales, Event
Management and Event . Meeting takes no longer than 15 minutes
Operations team to begin
each day focused on . Meeting may be incorporated into the "daily loyalty
(basics) meeting"
maximizing revenue and
providing outstanding . Daily appointments, VIPs, challenges, successes are
customer service. reviewed

. Daily hotel meetings and who should attend are

reviewed

See also:
Daily Event Sheet
Loyalty Training
STANDARD OPERATING PROCEDURES
TASTE PANELS FOR EXTERNAL
CUSTOMERS
OBJECTIVE
To provide guidelines for
the execution of a catering
taste panel to enable the
customer to experience a
representation of the food,
beverage and service they
will receive at the
proposed event.
*This may not always be
appropriate in international
properties
Event Management #12
MINIMUM STANDARDS
. Event manager coordinates and conducts the taste
panel
. Event manager discusses and establishes the menu
with the customer prior to the taste panel
. Taste panels are held in a banquet room
. Food is prepared by the banquet food production
staff and served by a senior member of the event
service staff
. Hotel prepares one show plate of each item
presented. Each guest receives an individual tasting
of each item
. At a minimum, the manager responsible for the
event must attend, as well as a senior member of
the culinary staff and service teams
. Property to develop an LSOP on the number of
guests that may attend a taste panel along with the
meeting planner
. The food presentations are photographed for
reference to ensure what was served at the taste
panel is duplicated on the day of the event
. The customer is provided with a set of photographs
. The customer is not charged for the taste panel
. Every taste panel includes one upgraded item from
each of the menu selections
. Catering/Event manager presents miscellaneous
upsell options to customer (i.e., specialty linen,
centerpieces, audio visual enhancements, décor
options, etc.)
. Wine service is offered at each taste panel (as
appropriate*) for upsell opportunities
STANDARD OPERATING PROCEDURES Event Management #14

WEEKLY AND DAILY EVENT

SHEETS
MINIMUM STANDARDS
. Weekly Events Sheet includes:
Group name
Day, Date
OBJECTIVE Number of people

Sales Manager, Event Manager, Catering

To provide a method Manager names
for communicating daily
Type of function
and weekly events to
hotel staff. Room assignment
BEO numbers
Event time
. Weekly Event Sheet is prepared and distributed by
10am Wednesday each week

. Weekly Event Sheet covers ten days of events

beginning the following Saturday

. All managers verify that all information included in

the weekly is accurate

. Daily Event Sheet Includes:

Group name
Day
Date
Booking contact name, on site contact name
Event Time
Detailed Agenda
Function type
Guarantee/Set
Room assignment
STANDARD OPERATING PROCEDURES Event Management #15

PRE CONVENTION MEETING

MINIMUM STANDARDS
. The pre-con/event meeting is used in the following
situations for both Network and Core hotels:

All groups of 75 plus rooms (peak night)

OBJECTIVE High impact, national or hotel focus accounts,
special groups
To provide the Meeting
All groups will be offered these services during
Planner with the
the Sales and Pre-Event Stages
opportunity to meet with
selected members of the . The Meeting Planner is offered a Pre-
hotel staff in the format Convention/Event Meeting during the sales stage
of their choice, to and the response is noted in the file turnover
review/reconfirm their information
program and make . Customers define the format of the Pre-Convention
changes prior to the Meeting/Event Meeting (formal or invitation only)
event. and whom they would like to attend

. The Convention Services Manager or Banquet

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

. Formal Pre-Convention/Event Meetings have name

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

. If the Meeting Planner declines the meeting, the

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

. All Pre-Convention/Event meetings have

refreshment service

See also:

Meeting Services Core Deliverable

Policy and Procedure Manual
STANDARD OPERATING PROCEDURES Event Management #15

POST CONVENTION/EVENT
MEETNG
MINIMUM STANDARDS
. Groups of 75 rooms or more (peak night) are
offered a Post-Convention/Event meeting

. The Post-Convention/Event Meeting are offered to

the customer during the Sales Phase
OBJECTIVE
. Event Manager/Convention Manager develops the
To show appreciation Post-Convention/Event meeting format with the
for the Meeting Planner's customer
business and provide . Formal Post-Convention/Event Meetings are noted
them the opportunity to on the resume schedule of events
provide objective
feedback about Marriott's . Informal Post-Conventions/Event Meetings are listed
as "do not post"
meeting delivery
performance. . The Meeting Planner is given the choice of when
and with whom they want to meet, and whether a
formal meeting is required

. Formal Meeting Attendee:

General Manager

Event Manager (if requested by the Meeting

Planner)

Sales Manager, if applicable

. The Meeting Planner comments are captured and

shared with the appropriate staff following the
meeting

See also:
Meeting Services Core Deliverables
Policy and Procedure Manual
STANDARD OPERATING PROCEDURES
BOX LUNCH
OBJECTIVE
To provide standards of
service and presentation
for boxed lunches to
ensure that the meeting
customer receives a
quality, consistently
delivered value-driven
product.
Event Management #16
MINIMUM STANDARDS
MENU
. Menus feature a minimum of three box lunch
selections and one vegetarian alternative
. When whole fruit is included in the menu, only
fresh, seasonal fruits are used that do not require
the customer to peel the skin (i.e, bananas,
oranges, etc.)
. Only high quality, fresh bread is used for
sandwiches
. Food is assembled the day of the event and not
refrigerated for more than two and a half hours
prior to serving
CONTAINER
. The box container is easy to display and stack.
Barn boxes are not permitted
. Paper napkins are a minimum of 2-ply and 17" x
17" in size
. Plastic utensils are wrapped and sealed
. Plastic fork, spoon, knife, salt and pepper are
included with each meal
. Sandwiches are packaged in a leak-proof, clear
plastic container
. A liner is provided with each box lunch
. If using the corporate white lunch box, the
approved band closure is required
. Boxes are labeled to indicate the contents
STANDARD OPERATING PROCEDURES Event Management #17

BANQUET CHECKS

MINIMUM STANDARDS
. The following information is included on the check

Group name, contact name

Day, date
PMS account number
OBJECTIVE Group/local designation/in house
Initials of Event Manager handling the
To provide internal and account
external customers with Initials of the associate preparing the
timely, accurate check
summary of banquet . The check is signed by the customer, indicating
charges incurred for receipt of goods and services
goods and services
provided. . Checks are typed and presented in check presenters

. Copies of check are distributed according to LSOP

STANDARD OPERATING PROCEDURES Event Management #18

BANQUET GUARANTEES
AND SET NUMBERS
MINIMUM STANDARDS
. All catered events require a guarantee of
attendance a minimum of 72-48 business hours
prior to the start of the event. Generally, if a
guarantee is not given 72-48 hours prior to the
event, then the expected count will become the
OBJECTIVE guarantee. Once a guarantee is provided, it may
be increased, but not lowered. If the customer
To set, order, prepare, does not provide a guarantee or lowers it, the hotel
staff, and charge for a must use good business discretion to ensure
minimum number of customer satisfaction
guests at a banquet
. The guarantee is the number of guests the
event. customer will be charged

. Generally, the set number will be 3% over the

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

. Culinary produces the appropriate number of meals

based on the set count and not the guarantee

See also:
NGS Manual
STANDARD OPERATING PROCEDURES Event Management #19

ACCEPTANCE OF GUEST
PACKAGES
MINIMUM STANDARDS
. One central area is designated for receipt of all
packages, boxes and meeting materials

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

known shipping and receiving information
OBJECTIVE
. A receiving log is maintained indicating who
To ensure that all received/sent boxes, method of delivery/shipment,
packages sent by the day of delivery/shipment and place of storage
customer are properly . The catering/event/convention services department
handled and arrive at the is advised immediately upon receipt of the boxes
designated meeting room
prior to the start of the . One source at the hotel is designated to ship
packages for the customer upon request
meeting. To ensure all
shipments of boxes are . The customer is informed that boxes shipped to the
properly sent. hotel must clearly indicate the following
information:

"Hold For [Customer’s Name]”

Company name

Event date(s)

Hotel manager assigned to the event

Event name

See also:

LSOP
STANDARD OPERATING PROCEDURES Event Management #20

CONTINENTAL BREAKFAST
AND COFFEE BREAKS
MINIMUM STANDARDS
FOR CONTINENTAL BREAKFAST

. Catering menus include one basic continental

breakfast with the following requirements:

OBJECTIVE Juice: 3 varieties with one being fresh

To provide standards of
service and presentation
with the objective of
offering the meeting
customer a quality,
consistently delivered,
value-driven product.
squeezed orange juice
Breakfast Breads: 4 varieties with one sweet
selection, one savory selection, two muffin
selections and one regional favorite
Fresh fruits: whole or sliced
Appropriate condiments
Beverages: coffee and tea service, soft drinks
and bottled water

FOR MID-MORNING BREAKS

. Catering menus include one basic mid-morning

break with the following requirements:

Beverages: coffee, tea, soft drinks, iced tea

and bottled water

Food item: one sweet selection or one savory

selection

Appropriate condiments

FOR AFTERNOON BREAKS

. Catering menus include one basic afternoon break

with the following requirements:

Beverages: coffee, tea, soft drinks, iced tea

and bottled water

Food items: one sweet selection and one

savory selection
STANDARD OPERATING PROCEDURES Event Management #21

REDCOAT PROGRAM

MINIMUM STANDARDS
. All meeting area Event Service
Managers/Supervisors/AV Personnel are designated
as "Redcoats" and wear a red coat for easy
identification

OBJECTIVE . All Redcoat associates are connected to the

appropriate department via radio and/or cell phone
To provide an exclusive,
. Customers should be given the option of a simple
high profile customer
phone number to call to be in contact with the
satisfaction program that Redcoat or a cell phone or 2-way radio
addresses customers'
immediate needs, . Develop a Redcoat Meeting Planner Checklist
anticipates potential
. Create a Meeting Planner Survival Kit (LSOP)
problems, and provides
pro-active solutions. . The Redcoat or Sales person should explain the role
of the Redcoat and method to communicate needs

See also:

MHRS Brand Integrity Manual

Meeting Services Core Deliverables Manual
STANDARD OPERATING PROCEDURES Event Management #22

LEFTOVER BANQUET FOOD

MINIMUM STANDARDS
. Customers may not remove perishable food from
the hotel property under any circumstances.There is
a risk that the food could be transported, handled,
stored or reheated in a manner that could allow
food to become contaminated by foodborne
OBJECTIVE pathogens

To ensure the proper . Certain types of packaged foods may be permitted

handling of leftover food to be given to the customer, as long as the package
when requested by a food is not perishable
customer to take the . If a customer asks to take home leftover foods, the
food out of the hotel. hotel explains why it is not in the customer's best
interest to do so

. The hotel should explore the option of donating

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

See also:

Corporate Public Relations

STANDARD OPERATING PROCEDURES Event Management #23

BANQUET BEVERAGE CONTROL

POLICIES AND PROCEDURES
MINIMUM STANDARDS
. Each bar requires a requisition sheet, filled out by
the banquet captain or maitre d' and given to the
designated bartender

. All requisitions are signed by the bartender and the

OBJECTIVE person issuing the product

To ensure that alcoholic . All requisitions for spirits are transacted on a full for
beverage movement empty basis
throughout the banquet . All cash bars have an approved cash register for
operation is accurately self-cashiering or a cashier and ticket system must
recorded and followed in be used
compliance with all local
. Bartenders make blind drops prior to the
and state laws.
bank/deposit reconciliation

. Cash bars have signage indicating the price of

beverages being served

. All bars complete a Beverage Potential Worksheet

. All bars serve Gold Standard approved brands

. All full service bars stock, at a minimum, premium

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

. If banquets maintain a separate beverage

storeroom, a perpetual log is maintained by a
designated associate

. All liquor and wine is identified with a colored

period sticker before being issued

. Period stickers are secured under lock and key.

Only authorized associates have access

. All tickets, for cash sales, are secured under lock

and key. Only authorized associates have access

. Partial bottles of liquor are not "married"

STANDARD OPERATING PROCEDURES Event Management #23

BANQUET BEVERAGE CONTROL

POLICIES AND PROCEDURES - Cont.

IMPORTANT NOTE: Marriott International beverage

policies are based on prevalent local and state liquor
laws, as well as cost control factors. Generally, state
and local liquor laws will take precedence over
Marriott Policy, unless Marriott Policy ensures greater
accountability.

See also:

Gold Standard Guide