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Confidential and Proprietary Information of The Ritz-Carlton Hotel Company, L.L.C.Copyright 2007
Confidential and Proprietary Information of The Ritz-Carlton Hotel Company, L.L.C.Copyright 2007
Confidential and Proprietary Information of The Ritz-Carlton Hotel Company, L.L.C.Copyright 2007
Confidential and Proprietary Information of The Ritz-Carlton Hotel Company, L.L.C.Copyright 2007
STEWARDING ........................................................................................................................... 6 9 Weeks RESTAURANTS....................................................................................................................... 10 13 Weeks IN ROOM DINING & HONOR BAR....................................................................................... 16 10 Weeks BANQUETING & CATERING ................................................................................................ 22 19 Weeks CULINARY............................................................................................................................... 28 10 Weeks BEVERAGE & LOUNGE......................................................................................................... 33 15 Weeks PURSHASING & COST OPERATIONS ................................................................................. 39 2 Weeks
Confidential and Proprietary Information of The Ritz-Carlton Hotel Company, L.L.C.Copyright 2007
STEWARDING
Confidential and Proprietary Information of The Ritz-Carlton Hotel Company, L.L.C.Copyright 2007
LEARNING OBJECTIVES
1. Roles and responsibilities of the Stewarding Department. 2. Key terminology for Material Safety Data System (MSDS) and Ecolab. 3. Stewarding operation, upkeep and breakdown of all ware washing equipment to include dish machine, plating conveyors, hood systems, trash compactors and three sink cleaning systems. 4. China, Glass and Silver equipment and their proper maintenance at peak performance. 5. Inventory and maintenance lists. 6. Operation walkthroughs. 7. Cleaning Supplies Expenses. 8. Equipment Requisitions "Pull Sheet". 9. Job Classifications and Job Assignment.
RESOURCES Documents
LMS Reports MDMS
You will require the following resources to complete this task. People
Executive Steward Executive Chef
Systems
TimeSaver (ID) Safety Analysis HAACP
Confidential and Proprietary Information of The Ritz-Carlton Hotel Company, L.L.C.Copyright 2007
TIMING
TOPIC
-Silver Room set-up equipment familiarization -Storage procedures and preventive maintenance -Burnishing unit, start up breakdown and operation -Hollowware and equipment storage -Polish area cleanliness, maintenance and repair -Safety/JHA review -Repair and replating process for worn silver pieces -Inventory and rotation of polished units to worn units -Overview of 3 compartments Sink Set-Up -Process for checking proper water balance -Proper Pot storage -Chemical usage and MDMS -Supports Culinary as needed to ensure a smooth operation -Dish machine equipment familiarization -Safety/JHA review -Review and understand the ware washing process -China, Glass and Sliver Breakdown Station Setup -Ecolab Chemical usage for operation fundamentals -Pitch to catch Machine Cleanliness, hourly wash check -Local health department codes and compliance -General cleanliness rules for daily maintenance, surgically clean standard -Polishing and distribution of China, Glass and Silver -Proper storage of all China, Glass and Silver and their safe storage containment -Supports Culinary as needed to ensure a smooth operation
COMPLETED
SIGNATURE
Week 1
Week 2
Week 3-5
Confidential and Proprietary Information of The Ritz-Carlton Hotel Company, L.L.C.Copyright 2007
COMPLETED
SIGNATURE
Week 6-9
CONTENT
Stewarding Manual
OPERATIONAL CERTIFICATION - Open Operational Certification (Standards Assessment Database) - Click Print a New Assessment Form - Select "Stewarding" from the Audit Area Drop Down Box - Print the Assessment Form PERFORMANCE
CHECK
Completion of Stewarding Operational Certification; Demonstrating knowledge to departments leader; Completing certification in local health codes and laws; Completing certification in chemicals usage, completing the start up and breakdown of all Stewarding ware-wash equipment; Exhibiting comprehension of MDMS systems and completing certification in basic kitchen safety awareness and emergency procedures.
Confidential and Proprietary Information of The Ritz-Carlton Hotel Company, L.L.C.Copyright 2007
RESTAURANTS
Confidential and Proprietary Information of The Ritz-Carlton Hotel Company, L.L.C.Copyright 2007
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LEARNING OBJECTIVES
1. Roles and responsibilities of a Restaurant. 2. Key terminology for Micros, Opentable systems and Food and Beverage terminology. 3. Restaurant operation, reservation, seating, opening and closing sidework for all areas, order taking, suggestive sales, food running, table side wine service, guest check processing and closure, service delivery systems and skills, table setting and maintenance, and storage area maintenance. 4. Restaurants China, Glass and Silver equipment and their proper maintenance at peak performance. 5. All outlet menus and beverage offerings. 6. The Guests complaint resolution process. 7. Tableside Engagement. 8. Daily supply requisitions. 9. Job Classifications and Job Assignments.
Confidential and Proprietary Information of The Ritz-Carlton Hotel Company, L.L.C.Copyright 2007 11
You will require the following resources to complete this task. People
Restaurant Manager Restaurant Chef Executive Steward Sommelier Property IT Expert F&B D/M Learning
Systems
TimeSaver (ID) Restaurants Certification MICROS OpenTable C3 Tool
ESTIMATED TIME
The estimated time to complete this module is 13 weeks (Note: This may be property specific in some instances)
Confidential and Proprietary Information of The Ritz-Carlton Hotel Company, L.L.C.Copyright 2007
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TIMING
TOPIC
-Booking process and guidelines for all outlets and holiday offerings -Gift Certificate sales and credit card handling -Telecommunication equipment -Phone etiquette and establishing guest engagement -Opentable system -Reservation guidelines for daily, seasonal and holiday; Creating new Reservations sheets in and out of Opentable -Creating and sending reservations -Confirmations and direct callbacks E-mail and correspondence standards -Micros training -PDR capacities, set-up guidelines & location -Room diagram production (Room Viewer, if available) -Private Dining Room Functions -F&B minimum and attrition -Restaurant PDR menus and pricing structure -Customized proposals, food costs, estimates from culinary communicating to the floor operations team in a timely fashion, closing files -Thank you letters, closing checks, posting attrition, post cons -Administrative duties -LMS, payroll, scheduling, monthly payroll -Forecast -Preparation of shift assignments -Floor Etiquette and operations -Positions roles and responsibilities -China, Glass, Silver polishing, distribution and restocking -Process for proper table set up maintenance and clearing -Process for food running and Culinary assistance -Teamwork principles (action on the floor) -Station assignments and side-work -Cleanliness of public areas and BOH service areas, surgically clean
COMPLETED
SIGNATURE
Week 1-3
Week 4-6
Confidential and Proprietary Information of The Ritz-Carlton Hotel Company, L.L.C.Copyright 2007
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COMPLETED
SIGNATURE
Week 7-10
Week 11
Week 12-13
Confidential and Proprietary Information of The Ritz-Carlton Hotel Company, L.L.C.Copyright 2007
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OPERATIONAL CERTIFICATION - Open Operational Certification (Standards Assessment Database) - Click Print a New Assessment Form - Select "Restaurants" from the Audit Area Drop Down Box - Print the Assessment Form - Click Print a New Assessment Form - Select "Reservations - Restaurants" from the Audit Area Drop Down Box - Print the Assessment Form
PERFORMANCE CHECK
Completing the Restaurant Operational Certification; Demonstrating knowledge to department leader; completing certification in local health codes and laws and in local State and Federal liqueur laws; Executing the opening and closing of the restaurant; and completing certification for all restaurants systems (MICROS, OpenTable, LMS and any accounting worksheets for gratuities).
Confidential and Proprietary Information of The Ritz-Carlton Hotel Company, L.L.C.Copyright 2007
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Confidential and Proprietary Information of The Ritz-Carlton Hotel Company, L.L.C.Copyright 2007
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LEARNING
OBJECTIVES 1. Various roles and responsibilities of the IRD/HB Department. 2. Key terminology for Micros, Back of House (BOH)/PMS system and Food and Beverage terminology. 3. The operation, upkeep and breakdown of all IRD equipment, including hot-boxes, folding tables, toasters, coffee machines, linen, wine service, Honor Bar systems, Honor Bar unit maintenance, elevator etiquette, inventory systems and product tracking systems. 4. IRD China, Glass and Silver equipment and their proper maintenance at peak performance. 5. Inventories for Honor Bar and the process for restocking par levels on a daily basis. 6. Hallway Walk-downs.
Confidential and Proprietary Information of The Ritz-Carlton Hotel Company, L.L.C.Copyright 2007
17
You will require the following resources to complete this task. People
IRD Manager IRD Chef Executive Steward Front Desk Manager Property IT Expert F&B Housekeeping Manager
Systems
Time-Saver (ID) IRD / Honor Bar MICROS PMS local Fidelio/Opera DometicUSA
ESTIMATED TIME
The estimated time to complete this module is 10 weeks (Note: This may be property specific in some instances
Confidential and Proprietary Information of The Ritz-Carlton Hotel Company, L.L.C.Copyright 2007
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TIMING
TOPIC
-TSA functions procedures -Proper telephone etiquette -Use of guest name -Smile tone of voice -Transfers/Holds and special requests -Interaction with the kitchen -Special guests requests -Specials for the day -Opening/Closing shifts -Server tip sheets and table retrieval sheets -MICROS shift change -Service rotation and call order -Taking the order process -Using the guests name during the order -Up selling Skills -Time quoting - Proper cover count -Repeating the order for accuracy -Special orders -Setting up the work area and assigning side work -Running the flow of the orders, distribution sheet -Call backs and tray retrieval calls; Do Not Disturb process -Sales of amenities from outside Guests -Proper cash handling and accounting SOPs -TSA side work and work area cleanliness -Service procedures -Reading the order -Proper tray/table setting -Continental orders set-up -System retrieving the food from p/u line -Completeness of order -Pre-entry procedures -Delivery procedures -Greeting/entering the room -Placement of the order -Setting the stage in the room -Guest engagement during delivery -Re-verification of order and retrieval -Check presentation / closure
COMPLETED
SIGNATURE
Week 1-2
Week 3-4
-Hospitality service -Set-up and delivery of Hospitality Suite -Serving a Hospitality Suite -Breakdown and inventory/billing -Multi-day maintenance and pass along procedure -Stock replacement/inventory pars -Amenity procedures -Reading the order -Preparing the orders -Delivery/placement of the order -Retrieval/billing of the order
Confidential and Proprietary Information of The Ritz-Carlton Hotel Company, L.L.C.Copyright 2007
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COMPLETED
SIGNATURE
Week 5-6
Week 7-8
Confidential and Proprietary Information of The Ritz-Carlton Hotel Company, L.L.C.Copyright 2007
20
COMPLETED
SIGNATURE
Week 9-10
CONTENT
IRD/HB Manual
OPERATIONAL CERTIFICATION - Open Operational Certification (Standards Assessment Database) - Click Print a New Assessment Form - Select "In-Room Dining" from the Audit Area Drop Down Box - Print the Assessment Form - Close the Assessment Form - Click Print a New Assessment Form - Select "Honor Bar" from the Audit Area Drop Down Box - Print the Assessment Form PERFORMANCE
CHECK
Completing the IRD/Honor Bar Operational Certification; demonstrating knowledge to department leader; Completing certification in local health codes and laws and in local State and Federal Liqueur Laws; Executing an opening and closing shift of the IRD department; and completing certification for all IRD Systems (MICROS, Fidelio/Opera, LMS and any accounting worksheets for gratuities).
Confidential and Proprietary Information of The Ritz-Carlton Hotel Company, L.L.C.Copyright 2007
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Confidential and Proprietary Information of The Ritz-Carlton Hotel Company, L.L.C.Copyright 2007
22
LEARNING OBJECTIVES
After successful completion of this task, you will be proficient in: 1. Roles and responsibilities of the Banquet and Catering departments. 2. Key terminology for Micros, BOH/PMS system, Delphi, Set-up, Audio Visual and Food and Beverage terminology. 3. Banquet operation, upkeep and breakdown of all Banquet equipment including staging, folding tables and chairs, pipe and drape, coffee machines, linen, wine service, buffet set-up, theme and prop equipment, lighting, audio visual equipment set-up and breakdown, telecommunication systems, beverage bars and back bars, printer and all business center equipment. 4. Banquet China, Glass and Silver equipment and their proper maintenance at peak performance
Confidential and Proprietary Information of The Ritz-Carlton Hotel Company, L.L.C.Copyright 2007
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RESOURCES Documents
You will require the following resources to complete this task. People
Banquet Manager Banquet Chef Executive Steward Banquet Captains Property IT Expert F&B
Systems
TimeSaver (ID) Banquets Certification MICROS Delphi
Banquets Manual LMS Reports State Alcohol Laws Local Health Code MICROS Manual F&B Core Brand Standards
ESTIMATED TIME
The estimated time to complete this module is 19 weeks (Note: This may be property specific in some instances)
Confidential and Proprietary Information of The Ritz-Carlton Hotel Company, L.L.C.Copyright 2007
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LIVE FOOD & BEVERAGE BANQUET & CATERING OPERATIONS BANQUET & CATERING LEARNING PLAN
Name: _______________________________________________ Start Date: ______________________ Trainer: _____________
TIMING
TOPIC
-Banquet operations (conference set-up) -Banquet set-up equipment familiarization -Sales visions for set-up delivery -Back of the house equipment storage -Public area cleanliness, maintenance and repair -Safety/JHA review -Event room capacities & location -Room diagram production (Room Viewer) -Setup types, measurement standards & meeting amenities -Room ready standards -Reception, buffet, rounds, cocktail, themed event set-up -Conference, classroom, hollow-square, theatre, and U-shape styles -Daily walk though -Review and understand BEOs, daily report, 10 days, 30 days -BEO meeting attendance -Participate in operation AM, PM & ON -Storage procedures and preventive maintenance -Administrative duties -LMS, payroll, scheduling, monthly payroll forecast -Preparation of shift assignments -Event technology (Audio Visual) -Introduction to audio equipment -Introduction to video equipment -Lighting, cable and event production -MVP certification overview
COMPLETED
SIGNATURE
Week 1-3
Week 4
-Meeting Planner office Set -Major production shows (if available during training period) -Administrative duties -Recap: LMS, payroll, scheduling, monthly payroll / revenue forecast -Preparation of shift assignments
Confidential and Proprietary Information of The Ritz-Carlton Hotel Company, L.L.C.Copyright 2007
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COMPLETED
SIGNATURE
Week 5-8
Week 9-12
Week 13-19
Confidential and Proprietary Information of The Ritz-Carlton Hotel Company, L.L.C.Copyright 2007
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COMPLETED
SIGNATURE
CONTENT
OPERATIONAL CERTIFICATION - Open Operational Certification (Standards Assessment Database) - Click Print a New Assessment Form - Select "Banquets" from the Audit Area Drop Down Box - Print the Assessment Form
PERFORMANCE CHECK
Completing Banquets Operational Certification; Demonstrating knowledge to department leader; Completing certification in local health codes and laws and in local State and Federal Liqueur Laws; Executing the opening and closing of the banquets and completing the certification for all Banquets systems (MICROS, Delphi, LMS and any accounting worksheets for gratuities).
Confidential and Proprietary Information of The Ritz-Carlton Hotel Company, L.L.C.Copyright 2007
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CULINARY
Confidential and Proprietary Information of The Ritz-Carlton Hotel Company, L.L.C.Copyright 2007
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Confidential and Proprietary Information of The Ritz-Carlton Hotel Company, L.L.C.Copyright 2007
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You will require the following resources to complete this task. People
Executive Chef Executive Sous Chef Pastry Chef Garde Manger Restaurant Chef Banquet Chef Butcher
Systems
TimeSaver (ID) Safety Analysis HAACP
ESTIMATED TIME
The estimated time to complete this module is 10 weeks (Note: This may be property specific in some instances)
Confidential and Proprietary Information of The Ritz-Carlton Hotel Company, L.L.C.Copyright 2007
30
TIMING
TOPIC
-Buffet presentations -Equipment -Buffet food items -Various buffet presentations -Planning set up time and props education for buffets variety -Labeling of the food and food temperatures -Butcher shop -Roles and responsibilities of the Butcher Shop -Basic understanding of being able to identify and fabricate different types of meat and seafood varieties -Receiving and storing meat and seafood -Portion control. -Inventory control -Requisition list check and balance (for outlets) -Equipment/station maintenance (cleanliness sanitizing) -In-Room Dining "IRD" kitchen -Roles and responsibilities of In-Room Dining kitchen -Mise En Place -Food Quality -Food preparation and production areas -Cleanliness rules for daily maintenance, surgically clean standard -Expediting of food, daily menus, warmth of food and station cleanliness -Pastry kitchen -Various roles and responsibilities of the Pastry Kitchen -Production of pastries -Club food presentation -Buffet presentation -Plated desserts -Stations cleanliness -Grande Manger -Various roles and responsibilities of Grande Manger -Proficiency in contemporary culinary techniques and cooking methods in la carte as well as banquet service -Food safety -FIFO "First In First Out" -Mise En Place -Club food presentation/ tea service -Fridge cleanliness, proper temperature
COMPLETED
SIGNATURE
Week 1
Week 2
Week 3-5
Week 6-7
Confidential and Proprietary Information of The Ritz-Carlton Hotel Company, L.L.C.Copyright 2007
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COMPLETED
SIGNATURE
Week 8-10
OPERATIONAL CERTIFICATION - Open Operational Certification (Standards Assessment Database) - Click Print a New Assessment Form - Select "Culinary" from the Audit Area Drop Down Box - Print the Assessment Form
PERFORMANCE CHECK
Completing the Culinary Operational Certification; demonstrating knowledge to department leader; Completing certification in local health codes and laws and basic knife safety; Mastering the start up and breakdown of all work stations and pass out lines and completing certification in basic kitchen safety awareness, emergency procedures, especially eye care, burns and slip and falls.
Confidential and Proprietary Information of The Ritz-Carlton Hotel Company, L.L.C.Copyright 2007
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Confidential and Proprietary Information of The Ritz-Carlton Hotel Company, L.L.C.Copyright 2007
33
LEARNING OBJECTIVES
1. Roles and responsibilities of the Beverage and Lounge Department. 2. Key terminology for Beverage mixology and wine appreciation. 3. Lounge and Beverage operation. 4. Lounges/Beverages China, Glass and Silver equipment and their proper maintenance at peak performance 5. Basic varietals differences of wine and suggestive selling. 6. Inventory and maintenance lists. 7. Proper Afternoon Tea Service procedures. 8. Operation Walkthroughs. 9. Basic mixology techniques. 10. Beverage and Wine Expenses. 11. Beverage Requisitions "pull sheet". 12. Job Classifications and Job Assignment.
Confidential and Proprietary Information of The Ritz-Carlton Hotel Company, L.L.C.Copyright 2007
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You will require the following resources to complete this task. People
Beverage Manager Sommelier Executive Steward Lounge Manager
Systems
TimeSaver (ID) Safety Analysis TIPS Training
ESTIMATED TIME
The estimated time to complete this module is 15 weeks (Note: This may be property specific in some instances)
Confidential and Proprietary Information of The Ritz-Carlton Hotel Company, L.L.C.Copyright 2007
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LIVE FOOD & BEVERAGE BEVERAGE AND LOUNGE OPERATIONS BEVERAGE & LOUNGE LEARNING PLAN
Name: _______________________________________________ Start Date: ______________________ Trainer: _____________
TIMING
TOPIC
Beverage operations -Equipment -Beverage core basics -Learn Barstarz basic recipes -Mixology techniques Main Bar -Opening set up side work of Bar -Garnishes -Working behind the Main Bar -Guest engagement techniques -Filling a service Bar Order -Food service - Bar -Proper accounting and check handling procedures -Closing side work of the Main Bar -Proper handling of glassware, hollowware and equipment storage -Polish, cleanliness, maintenance and repair of the Main Bar -Overview of Three compartment Sinks set-up -Use of rotating dish machine -Proper chemical use -Safety/JHA review -Process for broken glass -Inventory and rotation of beverage and mix stock behind the bar -Product par order -Par stock order -Cocktail service -Preparing the station -Approaching the table -Taking the order -Up selling the beverage order -Entering the order in MICROS -Delivery -Drink delivery and tables maintenance -Guest engagement techniques -Presenting the check and fond farewell -Re-setting the stage -Admin and accounting -Closing the check -Settling out the evening checks -Making a cash drop -Cocktail side work -Station side work -Cleanliness of area post service -Restocking the area -Par Stock order
COMPLETED
SIGNATURE
Week 1-2
Week 3-5
Confidential and Proprietary Information of The Ritz-Carlton Hotel Company, L.L.C.Copyright 2007
36
COMPLETED
SIGNATURE
Week 6-9
Week 9-11
Week 12-15
Confidential and Proprietary Information of The Ritz-Carlton Hotel Company, L.L.C.Copyright 2007
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OPERATIONAL CERTIFICATION - Open Operational Certification (Standards Assessment Database) - Click Print a New Assessment Form - Select "Lounge" from the Audit Area Drop Down Box - Print the Assessment Form
PERFORMANCE CHECK
Completing Beverage and Lounge Operational Certification; demonstrating knowledge to department leader; Executing the set up, operation and breakdown for the Afternoon Tea service; Completing certification in local health codes and ABC laws as well as TIPS Training; Completing the start up and breakdown of all Beverage and Lounge equipment; exhibiting comprehension of mixology and completing certification in basic beverage safety awareness, emergency procedures, especially cuts, burns and slip and falls.
Confidential and Proprietary Information of The Ritz-Carlton Hotel Company, L.L.C.Copyright 2007
38
Confidential and Proprietary Information of The Ritz-Carlton Hotel Company, L.L.C.Copyright 2007
39
LEARNING OBJECTIVES
1. Overview of Purchasing Team. 2. Roles & Responsibilities. 3. Overview of Avendra to include MyAvendra website. 4. Walkthrough of Purchasing Intranet Site. 5. Receiving Procedures. 6. Food Safety and Operating Equipment. 7. Storeroom Procedures. 8. Review and Understand Hotels MBS Compliance and Company Goals. 9. Review and Understand Hotels Instill Compliance and Company Goals. 10. Review and Understand Hotels Supplier Diversity Goals. 11. Review and Understand Purchasing & Inventory Control Policies. 12. Review and Understand Purchasing Ethics.
RESOURCES Documents
You will require the following resources to complete this task. People
Director of Purchasing Exec/Sous Chef
Systems
Purchasing Intranet
Operational Certification Core Brand Standards MBS Report Instill Report Supplier Diversity Report
ESTIMATED TIME
The estimated time to complete this module is 2 weeks (Note: This may be property specific in some instances)
Confidential and Proprietary Information of The Ritz-Carlton Hotel Company, L.L.C.Copyright 2007
40
LIVE FOOD & BEVERAGE PURCHASING AND COST OPERATIONS PURSHASING LEARNING PLAN
Name: _______________________________________________ Start Date: ______________________ Trainer: _____________
TIMING
TOPIC
-Overview of Purchasing Team -Roles & Responsibilities -Overview of Avendra to include MyAvendra website -Walkthrough of Purchasing Intranet site -Loading Dock Operations -Loading Dock Deliveries -Product Removal -Food Safety Quality Attributes -Food Safety Temperature Recording -Food Safety Product Weighing -Food Safety Equipment Calibration -Food Safety Product Storage -Operating Equipment Trash Compactor -Operating Equipment Computers -Product Storage Procedures -Storeroom Operating Procedures -Completing Blank Requisition Forms -Fill & Issue Requisitions -Review and Understand Hotels MBS Compliance and Company Goals -Review and Understand Hotels Instill Compliance and Company Goals -Review and Understand Hotels Supplier Diversity Goals -Review and Understand Purchasing & Inventory Control Policies -Review and Understand Purchasing Ethics -Review Purchasing Glossary of Terms
COMPLETED
SIGNATURE
CONTENT
Purchasing Manuals
OPERATIONAL CERTIFICATION - Open Operational Certification (Standards Assessment Database) - Click Print a New Assessment Form - Select "Purchasing" from the Audit Area Drop Down Box - Print the Assessment Form
PERFORMANCE CHECK
Completing the Purchasing Operational Certification.
Confidential and Proprietary Information of The Ritz-Carlton Hotel Company, L.L.C.Copyright 2007 41
LIVE F&B
Confidential and Proprietary Information of The Ritz-Carlton Hotel Company, L.L.C.Copyright 2007
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