Verde SOPs CE 2019

© Hotel Verde 2019 1
CONFERENCES AND EVENTS
This set of standard operating procedures describes standard tasks that are relevant to the quality of the conference and events service provided by Hotel Verde.
The purpose of the standard operating procedures is to provide detailed instructions on how to carry out tasks correctly and always in the same manner,
to ensure the guest experiences Hotel Verde standards at all times.
The standard operating procedures can also be used to facilitate training and to serve as a source of reference for trainees.
INDEX
Code Procedure Page
HV-CE-001 Conference and Events grooming 4
HV-CE-002 Green conferencing 5
HV-CE-003 Role of the C&E department 7
HV-CE-004 Key tasks of the C&E Manager 9
HV-CE-005 Key tasks of the C&E Coordinator 13
HV-CE-006 Key tasks of the C&E Supervisor 17
HV-CE-007 Key tasks of the C&E Administrator 19
HV-CE-008 Key tasks of the C&E Waiter 22
HV-CE-009 Conference and Events process 24
HV-CE-010 Step 1: Enquiry 25
HV-CE-011 Step 2: Quotation 28
HV-CE-012 Step 3: Follow up 32
HV-CE-013 Step 4: Booking 33
HV-CE-014 Step 5: Communicate 36
HV-CE-015 Step 6: Confirm booking 37

HV-CE-016 Step 7: Function sheets and rooming lists 41
HV-CE-017 Step 8: Welcome signs, Wi-Fi codes and slips, menus and menu slips 45

CONFERENCES AND EVENTS
HV-CE-018 Step 9 – 12: Venue setup, arrival, service, departure 47

HV-CE-019 Step 13: Final invoice 48
HV-CE-020 Step 14: Follow up and thanks 50
HV-CE-021 Check lists 51
HV-CE-022 Stock take procedure 56
HV-CE-023 Administration duties - daily 58
HV-CE-024 Administration duties – weekly 61
HV-CE-025 Administration duties – monthly 63
HV-CE-026 Types of table setups 64
HV-CE-027 Equipment 68
HV-CE-028 Prepare, service and clear venue 71
HV-CE-029 Refreshing venues 76
HV-CE-030 Tea and coffee stations 78
HV-CE-031 Inclusive items for conferences and meetings 82
HV-CE-032 Breakfast, lunch and dinner place settings 84

HV-CE-001
CONFERENCE AND EVENTS
GROOMING
Procedure Details Resources/Notes At my hotel
1. Wear the correct uniform  Ensure your uniform is clean and ironed at all times.
and ensure that your  Wear presentable black, non-slip shoes.
personal grooming is
impeccable.  Hair is to be neat and tidy, tied back at all times.
 Wear only one pair of understated earrings.
 Wear only a wedding band and watch.
 Wear your name badge, as well as value pin, at all times.
 Nails are to be clean and have an understated polish (not chipped).
 Smell fresh and use roll-on.
 Only black cardigans are allowed with issued uniform.
 Don’t wear mismatched items with your uniform.
 Don’t wear broken or open toe shoes.
 Don’t wear too much make-up.
 Don’t chew gum.
 Don’t take your shoes off whilst working – this is unsafe and unhygienic.
Manager &
Supervisor Waiter
Coordinator

HV-CE-001
GROOMING

HV-CE-002
GREEN CONFERENCING

1. Having events at Hotel  Hotel Verde has partnered with ImpactChoice to ensure that the carbon
Verde benefits the created from the booking, is offset through sustainable farming and
environment and it aids the reforestation initiatives.
guest or its company in
achieving its CSI target.  At the end of the booking, the guest will receive a digital and auditable
carbon neutral free certificate which can be offset towards their
sustainable report.
 We follow and promote all of the following sustainable movements:
o responsible procurement,
o waste minimisation and management,
o water conservation,
o energy efficiency,
o reduced emissions,
o social and economic development, and
o conservation of biodiversity.

HV-CE-002
GREEN CONFERENCING

2. Aspects and features of our  FSC certified pencils are used instead of ink pens, as well as recycled
green conferencing. and FSC certified note pads. These are not set out per person on the
table but rather available on the side should delegates require them
(keeping note pads “out of doodle reach” attributes to significantly less
wastage).
 State of the art AV Equipment, eliminating the need for printed
materials as every delegate can follow digitally.
 Reusable chalkboards are promoted instead of traditional flip charts to
promote the re-use theory.
 Complimentary Wi-Fi is available throughout the hotel.
 International plug points available in venues.
 LED lights connected to motion sensors or key card activators are
activated only when needed.
 The furniture is functional for maximum comfort and well-being.
 Every venue has access to the outdoors and natural lighting. This
not only reduces electricity usage but positively affects delegates’
feeling of well-being.
 The double-glazed windows ensure natural lighting throughout as well
as insulation against external sounds, heat in summer and the cold in
winter.
 All windows have block out curtains to eliminate any natural light.
 Fully controlled light switches will give the facilitator the option to
select full bright light or dimmed lighting for presentations on screens.
 Promotion of awareness, trying to change the behaviour of delegates
when it comes to waste. Recycling bins that are visible and clearly
marked are available in all venues for delegates to sort waste and to
promote recycling habits.
 All of our delegates receive complimentary mineral water, bottled on-
site as opposed to conventional PET bottles.
 Fresh fruit bowl is available in our venues with every conference to
encourage healthy eating habits with healthier snack options served
during breaks and lunch.

HV-CE-002
GREEN CONFERENCING

HV-CE-003
ROLE OF THE C&E DEPARTMENT

1. The role played by the C&E  Conferences, functions and events are considered to be mini-projects
Department. and are often mismanaged which can be costly in terms of time
management and credibility.
 It is therefore important to prioritise, delegate and organise a conference
in writing, and regularly check the process of events to ensure that it
runs smoothly.
 The role played by the Conference & Events Department is important
with respect to the following:
o Professionally representing the company when dealing with guests
and visitors.
o Creating a professional image for the company through its contact
with guests.
o Providing professional and efficient service and assistance to
guests.
o Enabling colleagues to carry out their work by being supportive and
professional.
o Providing a level of Food & Beverage service to a guest that
enhances their impressions of the company.
2. The key role players The key role players involved in Conference & Events Department are the
involved in Conference & following:
Events Department.  Conference & Events Manager,
 Conference & Events Coordinator,
 Conference & Events Supervisor,
 Reservations and Conference & Events Administrator,
 Food & Beverage Manager,
 Assistant Food & Beverage,
 Food & Beverage Supervisor,
 Executive Chef, Sous Chef, and
 Conference & Events Waiter.
The backup role players are:
 Front Office,

HV-CE-003
ROLE OF THE C&E DEPARTMENT

 Reception,
 Reservations, all other Chefs,
 Restaurant Waiters and
 Barmen.
3. Team members must be A Conference & Events Team Member:
well groomed and be quick
and efficient with good time  Has the self-confidence to speak with guests in a friendly and
management skills, sound professional manner.
product knowledge,  Desires to be of service to others, including guests and colleagues.
excellent use of the English
language, good body  Recognises the key role played by the Food & Beverage Department in
language, confidence and providing exceptional service to guests, as well as the role Food &
attention to detail. Beverage plays in enabling colleagues in other departments to deliver
good service.
 Is diplomatic and tactful - keeps his/her opinions about guest’s
personalities and habits private.
 Is able to empathise with guests and colleagues - thinks of their needs
and makes every effort to meet them.
 Knows all about the hotel, it’s facilities and the green side of the hotel -
guests expect you to be able to answer their questions.
 Knows about the local area - guests will also ask about attractions and
activities in the area.
 Pays attention to detail and is generally alert.
 Is competent in the job: you must have the necessary technical skills.
This will build your self-confidence and will also contribute towards
establishing a trusting relationship with guests and colleagues.

HV-CE-004
KEY TASKS OF THE CONFERENCE
AND EVENTS MANAGER
Oversees and directs all aspects
of the hotel’s Conference &
Events facilities, services and
activities, whist assisting the
Conference & Events staff in the
tasks of running the Conference
& Events Department.
The Manager is responsible for
all expenditure in the
Conference & Events
Department, which should be
managed within the approved
operating budget for the year.
1. Supervision of Conference  To ensure that all outlets are suitably supervised during normal and high
& Events Operation. demands periods by Supervisor, or in particular during arrival and
departure times.
 To ensure that all standard operating procedures are followed by
Conference & Events staff during service and assist staff where needed.
 To ensure that staff adheres to standard procedures when striking /
setting up or refreshing a venue and checking these areas once
completed.
2. Minimum operating  To ensure that all conferences, functions and events are suitably staffed
standards. and managed.
 To adopt a policy of always being on the floor during normal operating
periods and any functions happening in the Conference & Events
Department.
 To ensure that a function is set up and run exactly as per the latest
issued/updated function sheet or as instructed by the client at the
function.
 To ensure that a 5* service level is maintained and delivered at all times
of service.
3. Finance.  Manager is responsible to ensure that all prices charged are correct and
updated.

HV-CE-004
AND EVENTS MANAGER
 To check on price differences between function sheets and standard
prices and follow up.
 To ensure all banking is submitted accurately and according to the
relevant policies and procedures.
 To ensure that all hotel credit and cash policies are strictly adhered to.
 To ensure that all function charges are correctly loaded as fixed charges
on Protel or charged on the day on EasyPos.
 To ensure that pre-payment is received as per the latest pro forma
invoice sent to the client.
 To ensure that client settles all additional charges on departure if so
instructed by the function sheet.
 Should full payment not be received on departure, to have a valid
reason, and get account signed off as O’Status by the Deputy or
General Manager on the day.
 To ensure that all expenses are kept in bounds to the budget.
 To track and adjust where needed all charges made on a daily basis.
 Check DMR Report totals daily and if variances are found, investigate
and adjust/correct where needed.
 Oversee monthly stock take, do spot checks, check variances,
investigate variances and report back on overall monthly stock take on
department Monthly Report.
 To ensure that an accurate stock take is done monthly by Conference &
Events Department. Assist and double–check where needed.
4. Reporting.  Complete and submit Department Monthly Report by the 10th of the
month to the Deputy General Manager.
 Complete and submit Business Review Slides by the 10th of the month
to the Deputy General Manager.
 Completed and submit Marketing Pack Excel document monthly by the
10th of the month to the Marketing Manager.
 Carbon Neutral Report to be done weekly and emailed to ImpactChoice.

HV-CE-004
AND EVENTS MANAGER
5. Hygiene.  To ensure that staff hygiene is maintained at all times.
 To ensure that all public / staff / back of house / disposal areas are kept
in a hygienic condition at all times.
6. Safety  To prevent, or correct, any potential safety hazards in all guest areas,
public areas, staff areas and back of house areas of the hotel and to
actively promote safety in the workplace in the interests of both guests
and staff.
 To place special emphasis on warning signs that must be used in
public / staff areas.
7. Staffing.  To ensure that all areas of responsibility are correctly staffed to ensure
that service delivery levels are maintained for the volume of business
anticipated and against budget and forecast.
 To forecast weekly anticipated functions by Friday of each week to
ensure that the department is appropriately staffed.
 Introduce improvements to assist the employees in the operation.
 Improve communication between Management and Employees and
provide motivation for Employees.
 To minimize the occurrence of overtime wherever possible and to
ensure that overtime is properly accounted for.
 To ensure that staff are properly rostered to allow them to take their
annual leave and days off.
8. Training.  To ensure that all training arranged by the HR Department, Conference
& Events Manager, or Food & Beverage Manager are attended when
requested to and where this provides a conflict with operations, that
proper advance communication is given so that training courses are not
wasted or poorly attended.
 To ensure that staff receive continuous on the job training and is
assisted at all times in correcting poor service procedures and that staff
are shown how to perform newly implemented procedures.
 To empower staff in delegating tasks to them that requires them carrying
more responsibility without putting the operation at risk.

HV-CE-004
AND EVENTS MANAGER
 Ensure that training sheets are duly completed and signed for all
trainings.
9. Industrial relations.  To ensure that the company’s code of conduct, rules and regulations are
followed and adhered to at all times.
 That disciplinary procedures are followed in a timely and professional
manner.
10. Communication.  Essential information required by the organisation is accurately
communicated to the appropriate personnel.
 All changes on functions or relevant information from other departments
must be clearly communicated in writing or verbally in the department.
 Handovers must be done at the end of the day and between shifts
changes.
 All maintenance issues, guest complaints, or service issues must be
communicated to the appropriate Manager i.e. Maintenance,
Housekeeping, Deputy, General Manager.
 Any differences of opinion with other members of staff are dealt with in a
manner that maintains goodwill and respect and avoids offence and
conflict.
 Subordinates and other members of staff are dealt with in a polite and
helpful manner at all times.

HV-CE-005
AND EVENTS COORDINATOR
Oversees and directs all aspects
of the hotel’s Conference &
Events facilities, services and
activities, whist assisting the
Conference & Events staff in the
tasks of running the Conference
& Events Department.
The Coordinator is responsible
for assisting the Manager with
all expenditure in the
Conference & Events
Department, which should be
managed within the approved
operating budget for the year.
& Events Operation. demands periods by Supervisor, or in particular during arrival and
departure times.
 To ensure that all standard operating procedures are followed by
Conference & Events staff during service and assist staff where needed.
 To ensure that staff adheres to standard procedures when striking /
setting up or refreshing a venue and checking these areas once
completed.
2. Minimum operating  To adopt a policy of always being on the floor during normal operating
standards. periods and any functions happening in the Conference & Events
Department.
function.
of service.
3. Finance.  To check on price differences between function sheets and standard
prices and follow up.

HV-CE-005
reason, and get account signed off as O’Status by the Deputy or
General Manager on the day.
 Check DMR Report totals daily and if variances are found, investigate
and adjust/correct where needed.
 To ensure that an accurate stock take for all operating equipment (OE)
is done monthly with assistance from the Conference & Events
Supervisor. Teaspoons are counted daily. Any losses should be
investigated and found.
4. Reporting. When Manager is on Leave:
 Complete and submit Department Monthly Report by the 10th of the
month to the Deputy General Manager.
 Complete and submit Business Review Slides by the 10th of the month
to the Deputy General Manager.
 Completed and submit Marketing Pack Excel document monthly by the
10th of the month to the Marketing Manager.
 Carbon Neutral Report to be done weekly and emailed to ImpactChoice.
5. Hygiene.  To ensure that staff hygiene is maintained at all times.
6. Safety.  To prevent or correct any potential safety hazards in all guest areas,

HV-CE-005
and staff.
7. Staffing.  To ensure that all areas of responsibility are correctly staffed to ensure
that service delivery levels are maintained for the volume of business
anticipated and against budget and forecast.
 To forecast weekly anticipated functions by Friday of each week to
ensure that the department is appropriately staffed.
 Introduce improvements to assist the employees in the operation.
 Improve communication between Management and Employees and
provide motivation for Employees.
8. Training.  To empower staff in delegating tasks to them that requires them carrying
more responsibility without putting the operation at risk.
 Ensure that training sheets are duly completed and signed for all
trainings.
9. Industrial relations.  To ensure that the company’s code of conduct, rules and regulations are
changes.
communicated to the appropriate Manager I.e. Maintenance,
conflict.

HV-CE-005

HV-CE-006
AND EVENTS SUPERVISOR
In charge of the services and
activities on the floor to ensure
that all guests requests and
expectations are met during the
execution and service of all
functions every day. Oversees
the Conference & Events Waiter
and directs accordingly.
& Events Operation. demands periods.
 To ensure that all standard operating procedures are followed during
service.
 To ensure that standard procedures are followed when striking / setting
up or refreshing a venue and checking these areas once completed.
2. Minimum operating  To always be on the floor during normal operating periods and any
standards. functions happening in the Conference & Events Department.
function.
of service.
3. Finance.  To ensure that an accurate stock take for al operating equipment (OE) is
done monthly with assistance from the Conference & Events
Coordinator. Tea spoons are counted daily. Any losses should be
investigated and found.
4. Hygiene.  To ensure that hygiene is maintained at all times.
and staff.

HV-CE-006
AND EVENTS SUPERVISOR
6. Training.  Constantly do on the job training with Waiters.
7. Industrial relations.  To ensure that the company’s code of conduct, rules and regulations
are followed and adhered to at all times.
8. Communication.  To check for essential information required by the organisation from
Manager and notice boards.
 All changes on functions or relevant information from guests or other
departments must be clearly communicated in writing or verbally in the
department.
changes.
 Any differences of opinion with other members of staff are reported to
the Manager and dealt with in a manner that maintains goodwill and
respect and avoids offence and conflict.

HV-CE-007
AND EVENTS ADMINISTRATOR
Assist Conference & Events
Manager and Conference &
Events coordinator in
overseeing and directing all
aspects of the hotel’s
Conference & Events facilities,
services and activities, whist
assisting the Conference &
Events staff in the tasks of
running the Conference &
Events Department.
The Reservations and
Conference & Events
Administrator is responsible for
assisting the Manager with all
expenditure in the Conference &
Events Department, which
should be managed within the
approved operating budget for
the year.
1. Minimum operating  To always ensure that standard operation procedures are followed.
standards.
of service.
2. Finance.  To check on price differences between function sheets and standard
prices.

HV-CE-007
reason, and inform the Manager.
3. Reporting.  When Manager is on Leave, assist the Coordinator to execute the
following:
 Assist in completing Department Monthly Report.
 Assist in completing Business Review Slides.
 Assist in completing Marketing Pack Excel document.
 Assist in completing Carbon Neutral Report weekly.
and staff.
6. Industrial Relations.  To ensure that the company’s code of conduct, rules and regulations are
conflict.

HV-CE-007

HV-CE-008
AND EVENTS WAITER
In charge of the services and
activities on the floor to ensure
that all guests requests and
expectations are met during the
execution and service of all
functions every day.
& Events Operation demands periods.
 To ensure that all standard operating procedures are followed during
service.
 To ensure that standard procedures are followed when striking / setting
up or refreshing a venue and checking these areas once completed.
2. Minimum operating  To always be on the floor during normal operating periods and any
standards. functions happening in the Conference & Events Department.
function.
of service.
and staff.
5. Industrial Relations.  To ensure that the company’s code of conduct, rules and regulations are
6. Communication.  To check for essential information required by the organisation from

HV-CE-008
AND EVENTS WAITER
Manager and notice boards.
 All changes on functions or relevant information from guests or other
departments must be clearly communicated in writing or verbally in the
department.
changes.
 Any differences of opinion with other members of staff are reported to
the Manager and dealt with in a manner that maintains goodwill and
respect and avoids offence and conflict.

HV-CE-009
PROCESS
ACTION EXPLANATION TIME LINE
Step 1: Enquiry Received telephonically, via email or walk in. Immediately
Step 2: Quotation Done in writing – send quotation and booking form Same Day
Step 3: Follow up Done telephonically or in writing Within 24 hours
Step 4: Provisional booking Receive booking form – make provisional booking accordingly, and create contract and pro forma invoice Same Day
Step 5: Communication Get everything in writing Ongoing
Step 6: Confirm booking Ensure that contract, deposits and payments are received by due dates Ongoing
Step 7: Function sheets and Rooming Create function sheets with all requirements and distribute weekly on a Friday for the following week.
Weekly on Fridays
lists Rooming list with Traces and Billing Instructions to be finalise and completed as well.
Step 8: Welcome signs, Wi-Fi, Menus

These need to be created prior to the start of each booking Weekly / Daily
and Menu slips
Step 9: Venue setup Venue to be setup according to function sheet specifications. Daily
Step 10: Arrival and Welcome Guests, delegates and facilitators to be welcomes At the start of every function
Step 11: Service Function to be carried out according to function sheet and ON TIME Daily
Step 12: Departure Function ends and guests depart Daily
Ensure that final payment is received for any outstanding amounts. Or banking details are received to
Step 13: Final invoice Day after the function
credit any refunds due
Step 14: Follow-up and Thanks Follow up of client about service and thank them for their support Day after the function

HV-CE-010
STEP 1: ENQUIRY

1. Answering incoming  Answer the phone within 3 rings
telephone calls.
 Use the following phrase:
“Good day Hotel Verde, this is ………… (your name), speaking”.
 From the start of the call, smile while you are talking as guests can hear
it in your tone of voice.
 Remember that all callers are potential guests so be polite and helpful to
all callers under all circumstances.
 Speak clearly and slowly so that the caller can hear what you are
saying.
 Speak directly into the mouthpiece and finish your sentences in full.
 Caller must never be put on hold for longer than 30 seconds.
 If you are delayed in answering the telephone or caller is put on hold,
remember to apologise.
 There must be no background noise or music.
2. Assisting the guest during  If the caller provides his/her name, write this down. If the call does not
the telephone call. give his/her name, ask his/her name. Use the caller’s name at least 3
times during the call.
 Make sure that you understand exactly what the caller requires. If you
are unclear, ask questions to make sure that your understanding is clear
of their requirements before proceeding.
 If a guest makes a request for assistance or information, always
respond by saying either:
“With Pleasure” “Certainly”
 Never say “okay” or “sure” or “come again”
 Ensure that you get the following details from the caller in order to send
out a detailed quote:
ESSENTIAL INFORMATION REQUIRED:
o Caller’s name and surname

HV-CE-010
STEP 1: ENQUIRY

o Company details
o Telephone number – landline and/or cell phone - and Email
address
o Date/s of function
o Reason for the meeting
o Number of people
o Function details – conference, meeting, dinner, breakfast, etc.
o Catering requirements – arrival, mid-morning, lunch, mid-afternoon,
breakfast, dinner, cocktail, special dietaries.
o Start and end times
o Is there a budget
o What is the timeline for making the decision
OTHER QUESTIONS TO BE CONSIDERED, DEPENDING ON THE
CLIENT ON WHETHER IT IS A RETURN CLIENT OR NOT:
o Competition
o Other alternative destinations
o Level of participants
o Third parties involved, i.e. agencies
o Who is the decision maker?
o What are the main influencing factors for making the decision?
 Repeat the details back to the caller to confirm that all the requirements
are correctly recorded.
 It is preferable to check availability on Protel (booking system) while you
have the caller on the line, and then communicate the currently
availability status back to the client.
 If specific dates/venues are not available, ask caller if their requirements
are flexible and then discuss alternative dates, times and setup options
with caller.
3. Responding to request via  Always start you email with: Dear Mr/Mrs/Ms ……….
email.
 Make sure that you understand exactly what the guest is requesting. If
you are unclear, phone them for clarity. If phone number is not

HV-CE-010
STEP 1: ENQUIRY

available, reply with an email and exactly what you are unsure of. If
there is information that you can already provide with this email, include
it.
 Information that is required for a full and details quote, is same as above
(*see Assisting the guest during a telephone call), ask these questions
and get all the required information.
 Check availability on Protel (booking system) and communicate the
currently availability status back to the client.
 If specific dates/venues are not available, request if their requirements
are flexible and include alternative dates, times and setup options in the
email as well.

HV-CE-011
STEP 2: QUOTATION

1. Creating a quote and  Our policy is to send the guest the quote on the same day that the
sending it. enquiry was received (except weekends, if the “office is closed”).
 Check Protel (booking system) for availability BEFORE sending the
quote.
 A quote should always be sent to a guest, even if we cannot assist with
their specific date. The reason for this is that perhaps our rates are so
good, that the guest is willing to change their date in order to book with
Hotel Verde.
 Create Excel quotation using the templates. Ensure that all the
requirements are included in the quote.
 Check formulas that it is taking information from the correct cells and
that the Rand values are correct.
 Save quote as Excel document and then PDF the document. Only PDF
documents are sent to guests, NEVER the Excel/Word documents.
 Create an email using the email template. Ensure that quote, required
booking form, applicable menus and any other relevant documents are
included.
 Ensure that you specify that it is the CURRENT availability status.
 Always copy your Sales Manager and Conference & Events Manager in
on the quotes so that they know what is going on if their clients ever
request information from them directly regarding a specific quote and/or
booking.
2. Meeting with guests and  A site inspection is always promoted in order to get the guest to the
conducting site inspections. hotel to view the facilities on offer, and to give you the opportunity to
create a working relationship with the guest.
 When guests request to view the hotel’s facilities, arrange a site
inspection but check that specific venue/s availability before confirming.
 Request in advance whether guest would like to see an accommodation
room.
 Ensure that prior to the site inspection, you get site inspection room
numbers for Housekeeping / Front Office.

HV-CE-011
STEP 2: QUOTATION

 When the guest arrives, and depending on the time the guest has
available, offer them a tea, coffee, juice or soft drink.
 The docket must be signed to the CRE Promotions House Account and
a detailed explanation must be provided on the docket.
 When showing off the venues, discuss the venue/s minimum and
maximum capacities, different setup options, and equipment, as well as
value ads like complimentary parking, Wi-Fi, etc.
 Ask the guest as many questions as possible to get as much information
as possible about the conference and/or event so that you can suggest
the best possible venue and setup.
 If all answers were not received to above listed questions (*see
Assisting the guest during a telephone call), ask these questions and get
all the required information.
 If the guest would like to see the venue with a specific setup, see what
images are on file to send the client.
 If it is a different setup and no images available, you can suggest that a
mock setup can be done at no additional cost, depending on venue
availability.
 Throughout the site inspection, make reference and give the guest
information on the Hotel’s green and sustainable features.
 Send a follow up email within 24 hours to the guest to thank them for
their time and add comments and/or notes that were discussed and
confirmed during the site inspection.
3. Selling venue options.  When the guest calls and enquires about a venue, they are first of all
asked standard questions of nature of the booking.
 The Conference & Events Manager / Coordinator will then recommend
the most suitable venue to meet the guest’s requirements.
 The Conference & Events Manager / Coordinator then informs the guest
of the attributes of the venue/s and the different setup options.
 The Conference & Events Manager / Coordinator will also inform the
guest of minimum and maximum numbers that the venue can
accommodate, as well as venue hire, package options, other relevant

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STEP 2: QUOTATION

details and costs involved.
 A site inspection is always promoted in order to get the guest into the
hotel to view the venues and gives the Conference & Events Manager /
Coordinator a perfect opportunity to sell the Conference & Events
facilities, the rest of what the hotel has to offer, and creates a working
relationship with the prospective guest.
4. Selling equipment options.  The following options are available and included in the package or
venue hire:
o Wi-Fi
o Flip chart, whiteboard and chalkboard
o Portable Data Projectors
o Ceiling Mounted Data Projectors are available in Picasso, Da Vinci
and Van Gogh. The projectors in Picasso and Da Vinci can be
linked to offer dual viewing when it is used as 1 big venue.
o PA System and speakers
o 47 inch LCD TV screens are available in all the venues
o Access to bouquet of satellite channels
o Electronic drop-down screen available in Picasso and Da Vinci only
o Ceiling mounted pull down screens available in Van Gogh, Monet,
Dali, Miró and Renoir.
o Portable screens are available to setup in VIP Lounge, or any other
venue as required.
o Ample power points available in all venues. Additional multi-plugs
and extension leads can be provided on request when additional
power points are required.
o Laser pointers available on request.
5. Selling catering options.  Once the nature of the booking has been established, the Conference &
Events Manager / Coordinator would advise what the most suitable
menu options are, the costs involved and what the menu price includes.
 Remember to always ask the guests about special dietary requirements
i.e. vegetarian, vegan, diabetic, allergies, gluten intolerant, wheat
intolerant, Kosher or Halaal.

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STEP 2: QUOTATION

 There are no additional costs for special dietary meal/s and food items
that are catered for from our own Kitchen.
 Should the guest require Halaal meals to be ordered in, we can do so at
a surcharge.
 Be sure to inform the guest that they will still be charged in full for the
meal/s catered from our Kitchen.
 Should the guest inquire as to the reason of all the costs, explain that
with our experience, most delegates that require strict meals to be
ordered in, decide to rather have our meal/s.
 With any meals that need to be ordered in from an outside supplier, a
minimum of 48 / 72 hours’ notice is required.
 If the guest does request meals with less notice, inform the guest that it
is short notice for the supplier but that we will inquire from the supplier to
confirm and revert back.
 We do not allow any outside catering to be brought onto the premises by
the guest.
 There are however a limited few exceptions that are made when it
comes to charity functions.
 Consult with the Conference & Events and/or Food & Beverage
Manager to discuss the request, and that the GM approves these
requests.

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STEP 3: FOLLOW UP

1. Follow up on the quote  Within 24 hours, depending on the type of booking and the date of the
sent. booking, follow up with the guest regarding the quote sent, if they are
happy with the quote, and whether they would like to make a booking.
 If the guest has not yet made a decision, ask when you can follow up
again.
 If the guest does not sound in favour of confirming your quote, find out
the reason why.
 Ask whether it is budget, setup, catering, etc. related, to see whether
there is something else that can be suggested.
 The goal is to convert the quote into a confirmed booking so do as much
as possible (within limits that can be confirmed by Management) to not
lose the business.

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STEP 4: BOOKING

1. Upon receipt of the  Select your date and drag the cursor to the next date (date 1 to date 2)
completed booking form or  Right click – select Reservation
on the guest’s request,
make a booking in Protel
(booking system).
 Complete the Reservation window in full – Part 1, Part 2 and Part 3

 Complete Part 1:
 Company Name (e.g. University of Western Cape)
 TA refers to Travel Agent and PCO’s (e.g. XL Millennium Travel)
 Name – By default the Company Name will populated in this field.
The company name can be charged at this point to indicate a
specific department/division/type of booking of the Company (e.g.
UWC – Department of Education)
 Complete Part 2:
 Status (Provisional); Ensure that dates are correct
 Ensure that Venue Name is correct
 Fill in number of delegates in the” Adult” column

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STEP 4: BOOKING

 Rate code REMAINS Zero
 Complete Part 3 / Reservations details for 1:

 Select MARKET, HEAR, SOURCE and COME from drop-down
boxes.
 MARKET code – refers to the market that the client/guest belongs

to.
 If the booking is just a venue, then the MARKET code will ALWAYS
be “House”, even if it is linked to a Group Master.
 If the booking is a Group Master booking with only venue bookings,
then the MARKET code will ALWAYS be “House”.
 If the booking is a Group Master that includes accommodation
bookings as well, then the same MARKET code must be as for the
accommodation booking/s.
 This will ensure that the revenue of the accommodation still pulls
through to the correct SOURCE code – refers to where/who the
booking comes from.
 HEAR code-refers to how/where the client heard about Hotel
Verde.
 COME code – refers to the reason for the booking.
 OPTION click on “To”

 Tick Event block – this will ensure that the booking appears on the
Events List.
 Note 1 – when the booking is booked through a Travel Agent, PCO or

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STEP 4: BOOKING

a client that has an AR-account with the hotel, the voucher number or
purchase order number needs to be entered here.
 Complete Arrival and Departure (this refers to the starting time and end
time of the conference for that day)
 Note 2 – complete by indicating the type of event, how many course

lunches will be and seating:
- style (i.e. Full Day Conf. inclusive 2-Course Lunch / U-shape setup OR
3-Course Dinner Buffet / Round tables OR
- Cocktail Presentation / Cinema style with cocktail tables setup)
- Click” OK” button at the top right corner of the Reservation
window
PROTEL – Loading Fixed Charges

 Go into your booking buy RIGHT-clicking on the booking
 Click on “More” button
 Select Fixed Charges
 Complete the following drop-down boxes at the bottom of the block:
- TAA – refers to the type of charge / Transaction Account: Select the
correct TAA
- Article – leave blank
- Text – To describe the charge i.e. Arrival Tea and Coffee – this is
mandatory.
- Quantity – fill in number of people
- Amount – fill in cost for ONE person
- Inv. – Select “B” invoice
- Pattern – refers to how often should this charge be charged –
Select” ONCE”
- From – leave this date unchanged
Click “NEW” button

 To load more charges, follow the previous step by completing the
details of the charge and ending by clicking “NEW” again.
 To edit a charge, click on the charge, make the necessary changes
and click “EDIT”
 Once finished with loading fixed charges, click “OK.

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STEP 4: BOOKING

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STEP 5: COMMUNICATE

1. Communicate. Throughout all the steps, ALWAYS ENSURE that everything discussed and
confirmed, is IN WRITING.

HV-CE-015
STEP 6: CONFIRM BOOKING

1. Once booking has been  Create pro forma invoice from Protel (booking system). Save as PDF
made, create pro forma document.
invoice and contract.
 Create contract using Word template.
 Fill in all the required fields. Delete fields that are not required.
 For due dates, fill in correct dates in terms of contract confirmation
deadlines, i.e. within 5 working days, 30 days before, 60 days before
 Save contract as Word document and then PDF the document. Only
PDF documents are sent to guests, NEVER the Excel/Word documents.
 Send contract and pro forma invoice to guest via email. State deadlines
in email as well.
 The day after a deadline has been missed, follow up with the guest. In a
courteous manner, ask why deadline was missed and when
deposit/payment and contract will be received.
 If there are no other enquiries for the specific date and/or venue, discuss
deadline extensions with guest, and revert back in writing as well.
 Should there be another guest interested in the specific date and/or
venue, inform the current guest of this, and if possible, give them
another few hours extension. If the other guest is ready to sign a
contract and pay deposit immediately, inform the current guest that their
booking will be cancelled within 1 hour unless confirmation is received.
 Once signed contract is received, turn status of booking on Protel to
“confirmed”.
2. Payment options and  When proof of payment via EFT is received, forward proof of payments
processes. to Accounts Department with information as to which booking the
payment belongs to so that it can be allocated accordingly once funds
are in our bank account.
 If payment is received as a cash payment or credit card presented in
person, Reception to accept the cash or processes credit card, and post
payment on Protel.
 If payment is by A/R and the client has an account with the hotel-a
Order, Voucher or something must be in writing that the charges may go
onto account. This will be explained in the DIR/DB procedure.

HV-CE-015

3. Banking.  Do banking as per the Hotel procedures.
4. “Last minute bookings”.  NEVER turn any bookings away, irrespective of the lead time to the start
of the booking (i.e. 1 hour, 1 day, 1 week).
 GOLDEN RULE – if we have venue/s available, SELL IT. If all “official”
venues are booked, first explore other options that hotel has to offer
before turning the request.
 Always confirm menu options available with the Executive Chef.
 Explain what menu the options are available to the guest.
 Communicate with Food & Beverage Managers and Executive Chef
regarding staffing for the late booking.
 Signed contract and payment must be received timorously before the
start of the booking.
 Generate a complete detailed function sheet and distribute.
5. Account and confirmation  A 10% (ten percent) deposit of the total estimated value of the
procedures – extracts from reservation together with the return of this signed agreement is required
the contract deposit/ to confirm a reservation with Hotel Verde.
payment policy.
 A further 50% (fifty percent) deposit of the total estimated value of the
reservation must reach Hotel Verde no later than 60 (sixty) days prior to
the date of the event, unless Hotel Verde otherwise agrees in writing.
 The full outstanding total estimated value of the reservation must reach
Hotel Verde no later than 30 (thirty) days prior to arrival.
 Any outstanding balance on the client's account (less all payments
already received by Hotel Verde) will be payable by the client on the last
day of event prior to departure.
 Any extras such as telephone, laundry, room service, restaurant,
gratuity, movies and transfer fees that are not settled by an individual
guest upon departure, will be the responsibility of the client that booked
the accommodation.
6. Payments.  The facilities set out herein shall be provided to the Client at the rates
and upon the payment terms detailed in this agreement, prompt

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payment being the essence of this agreement.
 Hotel Verde do not accept cheques as a method of payment.
 Payment by credit card requires a copy of the card, card number, expiry
date and cardholder’s signature and subsequent presentation of the
physical credit card by the cardholder in person.
 Third party authorisations are strictly subject to Hotel Verde’s prior
written consent and such terms as it may impose.
 Wherever possible, the Hotel would prefer payment to be made by
Electronic Funds Transfer ("EFT") to Hotel Verde's designated bank
account. All deposits are to be identified with the client's company
name in the remittance advice section.
 No commission is to be deducted from any invoice. Commission
invoices must be submitted and will only be paid by the Hotel Verde
once the account is paid in full by the client and the guests have
checked out.
7. Cancellation Policy.  For cancellations earlier than 60 (sixty) days prior to date of the event, a
refund of 100% (one hundred percent) of the total booking applies.
 For cancellations up to 30 (thirty) days prior to date of event, a refund of
50% (fifty percent) of the total booking applies.
 For cancellations up to 7 (seven) days prior to date of event, 100% (one
hundred percent) cancellation fee will apply of the total booking cost.
 Should the booking have been finalised less than 3 (three) months prior
to the agreed date of the event/accommodation, no refund will be made
by Hotel Verde.
8. Minimum guaranteed  The client must provide Hotel Verde with the anticipated number of
numbers for conferences guests no later than 30 (thirty) days prior to the event.
and events.
 The final number of guests must be communicated to Hotel Verde no
less than 3 (three) working days prior to the event date and must not
differ by more than 10% (ten percent) of the initial contracted number of
guests.
 Should numbers drop below 10% (ten percent), Hotel Verde reserves
the right to charge the client for the minimum guaranteed numbers, as

HV-CE-015

stated in this agreement, or the total number served, whichever is the
greater.
 Any increase over the previously forecasted numbers must be advised
as soon as known by the client and will be agreed to at Hotel Verde’s
discretion depending on, amongst other, the room booked and the
capacity available for that room.

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STEP 7: FUNCTION SHEETS &
ROOMING LISTS
1. Getting the information and  On a Monday, the Conference & Events Manager / Coordinator need to
completing the function check their bookings for the following week and follow up on any
sheet template. outstanding information or booking forms that have not been completed
in full with the information that is required for the function sheet and
rooming list.
 Contact the guest to get the required information prior to when function
sheets need to be completed.
 Ensure that all information is received in writing.
o The contact person and mobile number
o Confirm venue
o Confirm the final number of people attending the function
o Set up requirements
o Menu Selection
o Try to establish Gender and type of guests that will be attending the
event in order for Chef to cater accordingly
o Any special dietary requirements i.e. Diabetic, Vegetarian etc.
o Bar (If applicable)
o Cash or Open Bar
o Local or International (See attached)
o Any limitations
o Pre-Drinks, what is to be served
o Any furniture requirements i.e. Podium, Top Table Registration
Table etc.
o Any Audio-Visual Requirements
o Flowers if required
o Order of Events
o Logo for welcome sign
o Any entertainment or music required
o Décor Requirements
o Billing Instructions for booking

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ROOMING LISTS
o Billing Instructions for accommodation, if required
o Then check if there is anything further that can be arranged for the
client to assist them
o Transport Arrangements
o Accommodation requirements
2. Floor plan.  If the setup is not a standard setup that Setup Staff are aware of, draw a
neat and very explanatory floor plan that can be sent out with the
Function Pack.
3. Proof-read function sheets  Go through all your function sheets prior to printing to ensure that the
before distributing. information is correct.
4. Accepting final changes  The guest must provide the Hotel with anticipated number of delegates
from client after function attending by 10 working days prior to the booking.
sheets distributed.
 The final number of guests must be notified to the Hotel not less than 3
working days prior to the booking, permitting that it doesn’t increase or
decrease with more than 20% of the last number of guests notified.
 Should it increase or decrease with more than 20%, penalties may be
charged.
 Discuss and confirm this with your Manager prior to charging the guest.
 Refer to the Conference & Events Contract for more information on this.
5. Printing of function pack Function pack
and amendments.
 All function sheets for the following week (Monday to Sunday) must be
collated in a function pack every Friday and distributed by 15:00.
 An Event List must be printed on Protel for the following 2 weeks.
Function sheets must be done for the first week listed on the Events
List. The second week is so that relevant departments can view a
forecast of that week so that they can plan ahead.
 Function sheets must be placed in date and time order.
 The pack must be scanned and emailed to all relevant departments.
The following departments/Managers need to receive hard copies of the
function pack – Conference & Events Office, Conference & Events

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ROOMING LISTS
Supervisor (Operations), Back Office and Executive Chef (Kitchen).
Amendments
 Any changes that happen after the function sheets have been
distributed, need to be updated on all hard copies of the function sheet
in the various departments.
 This must by written in a different colour pen so that it stands out. Very
IMPORTANT – ensure that you verbally communicate to the Manager
on Duty of each department about the changes.
Kitchen:
 If the guest requires any food changes, confirm with the Executive Chef
or most Senior Chef on duty whether it is possible, BEFORE you
confirm with the guest.
 The reason for this is because if the numbers for catering increases,
Chef might not have enough stock of an item/s, and not enough time to
place another order.
 Or if the numbers decrease, the full quantity of food item/s may already
have been delivered, and Chef not able to use it again, so there is a
financial loss involved.
Food & Beverage:
 A change in time or number of people could have an effect on their staff
roster and even the Operating Equipment stock that they need to
prepare for.
Reservations / Front Office / Housekeeping:
 A change in the number of rooms that the guest has booked, affect
these departments as well.
 If additional rooms are required, communication with Reservations and
Front Office so that they are aware that you are reducing the number of
rooms available for that day/period.
 If they reduce the number of rooms that have been booked, inform
Reservations and Front Office as well so that they know there are

HV-CE-016
ROOMING LISTS
additional rooms that they need to sell for that day/period to ensure
maximum occupancy.
 Ensure that increase or decrease in total number of delegates, menu
price changes, catering added or cancelled, are amended accordingly
on Protel.
Function sheet meetings / menu planning / food & beverage staffing.
 The reason why bookings are a success, is because of constant and
clear communication between the Conference & Events
Coordinator/Manager/Supervisor, and all other departments involved in
the execution of bookings.
 Before function sheets are finalised, ensure that you have a meeting
with the Executive Chef with the Events List (report pulled from Protel)
to discuss and finalise what type of Breakfast, Lunch, Dinner and/or
Cocktail functions are happening the following week. Then it needs to
be confirmed whether the type of menu that will be served, is going to
be plated, buffet, finger fork or a la carte.
 The same Events List must be used and discussed with the Food &
Beverage Manager so that he/she knows what type of bookings are
taking place the following week, so that they can plan staffing and
operating equipment (OE) stock accordingly.
6. Completing the rooming list.  Follow the Reservations Procedures.
 Entering the guests name, surname, company, contact details, etc.
 Billing details – on the individual booking or group master
 Trace on each booking with regards to billing details, milk and bed
preference, shuttle into if booking was made, etc.

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STEP 8: WELCOME SIGNS, WI-FI
CODES & SLIPS, MENUS & SLIPS
1. Welcome signs.  The guest’s company logo needs to be obtained.
 This is then used on the Welcome Sign that is created in Publisher.
 If image size needs to be adjusted to fit within the allocated area, ensure
that image size is kept in same size ratio received, and that image does
not get distraught.
 The Venue name to be included.
 If the guest has any other information, or multiple logo that need to be
included, this can be done, space permitting.
 Once welcome sign is complete, Publisher document is then saved in
JPEG format in order to be viewed on the welcome sign TV’s.
 The JPEG format is then saved onto a USB, which is then inserted to
the TV.
 One copy is printed as well which is then put into the snapper frame
outside the venue prior to the delegates arriving.
2. Wi-Fi codes and slips.  The Conference & Events Manager/Coordinator create the Wi-Fi codes
and booking name on the Radiant System.
 Each booking is allocated its own unique code that is either valid for the
day/per day of the booking, or for the duration that they are at Hotel
Verde.
 The booking name and Wi-Fi code is then filled in on the Wi-Fi slip
template.
 To save paper, only 1 slip is printed for every 3 people/per table.
(Double-sided – Front and Back.)
3. Menus (Reusable).  After the following week’s menu planning has been confirmed with the
Executive Chef, menus need to be printed for plated style meals.
 Most of the time, the Chef will try and keep to previous menus options
that have already been served.
 These menus are kept together in the office to re-use.
 If Chef creates a new plated menu, then a menu needs to be typed.

HV-CE-017
STEP 8: WELCOME SIGNS, WI-FI
CODES & SLIPS, MENUS & SLIPS
 Menus then needs to be made available to the delegates so that they
can place their ordered accordingly.
 All new menus created and typed, needs to be kept for future use.
4. Menu slips (Choice of Menu  For all plated lunch bookings, it is required that the delegates pre-order
Items per person). their meals, in order to speed up lunch service.
 Menu slips are then printed and put on the conference tables in the
venue so that each delegate can complete their order according to the
menu of the day.
 These slips are then collected during the mid-morning break (generally)
by the Conference & Events Supervisor and handed to the Kitchen so
that they can start prepping the meals accordingly.

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STEP 9 - 12: VENUE SETUP,
ARRIVAL, SERVICE, DEPARTURE
1. Set up venue.  Prior to the start of the booking, ensure that the venue is setup to your
guest’s specifications.
2. Arrival and welcome.  Prior to the start of the booking, ensure that you are available to meet
the guest, organiser, Manager of the company and any other important
delegates attending.
 If very VIP delegates are attending, ask your Manager/General
Manager/Sales Manager if they would like to be introduced.
3. Service.  During the course of the booking, keep in contact with the Conference &
Events Supervisor and/or Food & Beverage Manager on Duty to ensure
that service is running smoothly and on time. If not, find out why, and
assist where possible.
4. Departure.  At the end of the booking, meet up with the guest, Organiser and/or
Manager to find out if all went well during their booking.

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STEP 13: FINAL INVOICE

1. Issue the final invoice.  The day of the booking, check that all the fixed charges on Protel are as
per the current prices, final numbers and arrangements.
 Delete all “false revenue” fixed charges that were loaded as estimates in
order to receive full pre-payment.
 The day after the booking, check the final charges on Protel that the
fixed charges charged correctly, and that all Food & Beverage charges
were charged for and correctly charged on EasyPos.
 If estimated fixed charges were not deleted prior to the booking but was
actually processed as “false revenue” during the Night Audit process,
inform the Conference & Events Manager or Food & Beverage Manager
or Front Office Manager on Duty about this. An Adjustment will need to
be done with the relevant documentation.
 Any additional Food & Beverage orders that were charged for on
EasyPos and charged to the account, the signed dockets need to be
collected from the Conference & Events Folder at Front Office.
Scanned copies must be made of all the dockets and emailed to the
guest. Ensure that ALL dockets are received. If a copy is not received
from Front Office, another copy should be available in the Night Pack at
Front Office. Failing this, ask the Food & Beverage Manager to pull a
copy from the history of EasyPos. The third option is always the last
resort.
 Once you are happy that the final invoice is correct on Protel and all
dockets are collected, depending on the balance on the account,
proceed accordingly.
 If the account is on a zero balance, the booking can be checked out,
and Protel will create a Tax Invoice which is then sent to the guest.
 If the account is on a debit balance (the guest owes us), Information
Invoice needs to be sent to the guest the day after the booking so that
the outstanding balance can be paid for as soon as possible, but within
no longer than 3 working days after the booking.
 If the account is on a credit balance (we owe the guest), Information
Invoice needs to be sent to the guest, and their banking details
requested. This must then be sent to our Accounts Department, along
with copy of invoice and refunds form (Accounts Department document),

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STEP 13: FINAL INVOICE

to process the refund. Ensure that you inform the guest that Hotel
Verde payments/refunds are processed weekly on Wednesdays.
 Do not file invoice and function details away, until the account is on a
zero balance, checked-out of Protel and a Tax Invoice generated. It is
your responsibility to ensure that all outstanding money is received or
refunded. The final Tax Invoice must then be emailed to the guest.

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STEP 14: FOLLOW UP AND THANKS

1. Send an e-mail to follow up  The day after the booking, when emailing the client with the final invoice,
on customer satisfaction. attach the Conference Guest Questionnaire so that we can get feedback
from our clients.
 “Good Day Mr/Mrs/Miss
Thank you for choosing Hotel Verde Cape Town to host your
conference / meeting / lunch yesterday, (day & date 2018).
We would appreciate if you could take a few minutes to complete the
attached questionnaire and return it to us so that we can ensure we
always offer the excellent service and standards that we are known for.”

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CHECK LISTS

1. Operational duties – daily:  All staff to be in full and clean uniform with name badge, and report to
Conference & Events their station at the start of their shift
Manager
 Check function sheets for the following day
 Check that all venues, furniture and equipment meet maintenance,
health, safety and hotel standards
 Meet with organiser / facilitator for each booking before the start of the
function and re-confirm order of events and requirements. If there are
any changes, inform relevant departments of changes / updates
 Assist organiser / facilitator with setting up and connect to AV and Wi-Fi
 Ensure that all special requests in terms of setup, equipment or catering
are met
 Update function sheets daily with any changes, and inform Kitchen and
all relevant departments accordingly
 Tea spoons issued to Conference & Events Supervisor / Conference &
Events Waiter for the day’s bookings
Coordinator
 Venues to be setup according to function sheet
 Welcome signed to be printed and put in snapper frame outside each
venue according to booked venue
 Welcome signs for the day to be loaded on USB, and setup on welcome
TV
 Wi-Fi slips to be put out per function in venue – slip between 3 to 5 pax
 When conference lunch is plated for the day, printed set menu of the
day to be put on the tables – 1 menu between 3 to 5 pax
 When conference lunch is plated for the day, lunch slips to be put on the

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CHECK LISTS

tables – 1 per person
are met
 Tea spoons issued to Conference & Events Supervisor / Conference &
Events Waiter for the day’s bookings
Supervisor
 Tea, coffee, milk, sugar, conference sweets to be procured during
procurements times for the day
 Tables / Station to be setup for catering according to the function sheet
 AV to be setup according to the function sheets
are met
 Ensure the Conference & Events Supervisor / Conference & Events
Waiter always available on the floor to assist with any requests

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CHECK LISTS

 Liaise with Restaurant staff and F&B Manager accordingly to table
setups for conference lunch
 Do a head count of delegates, organisers, and/or facilitators per
booking. If more that number of people confirmed, investigate why and
ensure that additional costs are charged for
 Replenish tea and coffee stations after use for next break. If not needed
again for the booking, clear station
 Venues that are not in use, to be setup in display mode so that venue is
ready for any new walk-in bookings or the next day
 C&E furniture storeroom and linen to always be neat and tidy
 Tea spoons to be issued back to Conference & Events Manager /
Conference & Events Coordinator at the end of the shift. If any spoons
are missing, these must be found on the same day. If not, found, this
must be noted with reason and looked for and found in the next day or
two.
 Urns, flasks and milk jugs cleaned and packaged away neatly
4. Operational duties – daily:  Check function sheets for the following day
Conference & Events
Waiter  Check that all venues, furniture and equipment meet maintenance,
 Tables / Station to be setup for catering according to the function sheet
 AV to be setup according to the function sheets
 Ensure the Conference & Events Waiter and/or Conference & Events
Supervisor always available on the floor to assist with any requests
 Do a head count of delegates, organisers, and/or facilitators per
booking. If more that number of people confirmed, investigate why and

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CHECK LISTS

ensure that additional costs are charged for
 Replenish tea and coffee stations after use for next break. If not needed
again for the booking, clear station
 Venues that are not in use, to be setup in display mode so that venue is
ready for any new walk-in bookings or the next day
 Conference & Events furniture storeroom and linen to always be neat
and tidy
 Tea spoons to be issued back to Conference & Events Manager /
Conference & Events Coordinator at the end of the shift. If any spoons
are missing, these must be found on the same day. If not, found, this
must be noted with reason and looked for and found in the next day or
two.
 Urns, flasks and milk jugs cleaned and packaged away neatly
5. Operational duties –  Check stationary stock for the following week / 2 weeks, to ensure that
weekly: Conference & enough stock available. If not, order needed stock
Events Manager.
 Go through following weeks bookings with Food & Beverage Manager
regarding special requirements when additional staff or assistance
required from Food & Beverage Department
6. Operational duties –  Check stationary stock for the following week / 2 weeks, to ensure that
weekly: Conference & enough stock available. If not, order needed stock
Events Coordinator
 Go through following weeks bookings with Food & Beverage Manager
regarding special requirements when additional staff or assistance
required from Food & Beverage Department
7. Operational duties –  Check function pack for the following week is received – Ask questions
weekly: Conference & for clarity if anything is unclear
Events Supervisor
 Setup up function sheets for the following week accordingly on clip
boards in the Kitchen
 Check stationary stock for the following week / 2 weeks, to ensure that
enough stock available. If not, order needed stock
8. Operational duties –  Check function pack for the following week is received
weekly: Conference &

HV-CE-021
CHECK LISTS

Events Waiter  Ask questions for clarity if anything is unclear
 Setup up function sheets for the following week accordingly on clip
boards in the Kitchen
9. Operational duties –  Stock take
monthly: Conference &
Events Manager,
Coordinator, Supervisor &
Waiter

HV-CE-022
STOCK TAKE PROCEDURES

1. In preparation for the year  Start pre-work 1 week before.
end count, please adhere to
the following:  Prepare for the count by ensuring everything is neat and tidy
 Remove expired/broken/stained/obsolete stock from the count area – to
be taken to the Account for approval to be written off
 Do not order any stock to be delivered the day of stock take
 Run down stock as far as possible without impacting operations
negatively
 Make bundles of the same thing as far as possible (10's, 50's etc.)
 Pack sort by sort (NB linen)
 Mark shelves where possible
 Remove empty boxes
 Where possible - pack stock according to count sheets
 Count store rooms before the time, lock and give keys to Procurement /
Accounts
 Ensure you that you have recorded any stock that is off site, i.e. linen to
get wash
 Ensure that there will be staff that will be counting for the first time and
we need to make it easy for them to count and know the items.
2. On the day, all counters to  The below procedure to be followed for every count on the day of the
please take note of the count:
following:
 Stock sheets to be collected from Procurement on the day of the count
 Teams to count in opposite directions, at the same time
 Any differences in lines to be re-counted by both teams
 Stock sheets to be signed off by the HOD
 Hand sheets back to Procurement / Accounts to be captured on the
system
 Procurement / Account will capture and give variance reports the same

HV-CE-022
STOCK TAKE PROCEDURES

day to the HOD
 HOD to investigate and re-count lines where necessary.
 HOD to sign off the variance report
 Signed variance report to be handed back to Procurement / Accounts to
be captured
 Signed Variance report will be final for year-end purposes
 All stock and variance reports to be finalised by the next day which will
be the 1st day of the new financial year
3. Conferencing  F&B paper supplies – bundles of 100's e.g. coasters
 Stationary to be bundled for easy counting/ stapler
remover/pencils/jotter pads/stapler
 Flip chart paper / duct tape / prestick etc
 Stock that has no movement please count, lock away and hand keys to
Procurement / Accounts

HV-CE-023
ADMINISTRATION DUTIES - DAILY

1. Conference & Events  All staff to be in full and clean uniform with name badge, and report to
Manager their station at the start of their shift
 Check fixed charges on Protel per booking – Ensure that all TAA’s are
loaded with correct pax and cost. Delete TAA’s loaded for estimate and
pro forma invoice purposes, and the actual charges will be charged on
EasyPos on the day
 Finalise previous day’s bookings on Protel. If on zero balance, check
venue out. If there is an outstanding balance or credit due, transfer
booking to open house account, so that next booking in same venue
can be checked in.
 Follow up on outstanding balances (O’Status) from previous day and
ensure that payment is received immediate. If a credit is due, get
banking details from client to submit to Accounts to process refund.
 When invoice is on zero balance and Protel generates a Tax Invoice,
email this to client with an email thanking the client for their business
and ask for any feedback
 For bookings with credits, submit client’s banking details and invoice to
Accounts to process the refund
 When commission claims are received, check that it is correct and
submit to Accounts for payment
 At the end of every shift, cash register on Protel to be closed, and
banking to be done when needed
 Liaise with Kitchen about future bookings with special requests
 Check DMR report that all revenue is correct from the previous day
 Inform GM / Deputy GM about any VIP bookings or VIP delegates
attending
 Follow up on quotes sent
 Follow up payments and contracts due for future bookings

HV-CE-023

 Check emails and action all accordingly
 Quotes to be created and emailed to client’s same day, or immediately
depending on urgency
 When client requests a booking to be made, get it in writing by means of
email or completed booking form, make the provisional booking on
Protel, generate pro forma invoice and contract, and send it off to client
 Complete required documentation for staff being sick, absent, on leave
or any other reasons
Coordinator their station at the start of their shift
 Welcome signed to be printed and put in snapper frame outside each
venue according to booked venue
 Welcome signs for the day to be loaded on USB, and setup on welcome
TV
 Wi-Fi slips to be put out per function in venue – slip between 3 to 5 pax
 When conference lunch is plated for the day, printed set menu of the
day to be put on the tables – 1 menu between 3 to 5 pax
 When conference lunch is plated for the day, lunch slips to be put on the
tables – 1 per person
 Check fixed charges on Protel per booking – Ensure that all TAA’s are
loaded with correct pax and cost. Delete TAA’s loaded for estimate and
pro forma invoice purposes, and the actual charges will be charged on
EasyPos on the day
 Finalise previous day’s bookings on Protel. If on zero balance, check
venue out. If there is an outstanding balance or credit due, transfer
booking to open house account, so that next booking in same venue
can be checked in.
 Follow up on outstanding balances (O’Status) from previous day and
ensure that payment is received immediate. If a credit is due, get
banking details from client to submit to Accounts to process refund.
 When invoice is on zero balance and Protel generates a Tax Invoice,

HV-CE-023

email this to client with an email thanking the client for their business
and ask for any feedback
 For bookings with credits, submit client’s banking details and invoice to
Accounts to process the refund
 When commission claims are received, check that it is correct and
submit to Accounts for payment
 At the end of every shift, cash register on Protel to be closed, and
banking to be done when needed
 Liaise with Kitchen about future bookings with special requests
 Inform GM / Deputy GM about any VIP bookings or VIP delegates
attending
 Follow up on quotes sent
 Follow up payments and contracts due for future bookings
 Check emails and action all accordingly
 Quotes to be created and emailed to client’s same day, or immediately
depending on urgency
 When client requests a booking to be made, get it in writing by means of
email or completed booking form,
 make the provisional booking on Protel, generate pro forma invoice and
contract, and send it off to client
Supervisor their station at the start of their shift
4. Conference & Events  Check function sheets for the following day
Waiter

HV-CE-024
ADMINISTRATION DUTIES - WEEKLY

1. Conference & Events  Complete Carbon Neutral report with conference data for the past week,
Manager and email to ImpactChoice
 Order Halaal meals, if any for bookings the following week
 Function sheet per booking for the following week to be created
 Function packs to be compiled for the following week, copies made for
operational departments, and emailed to all departments.
 When the rooming list is received, details to be entered into Protel
 Billing Instructions, housekeeping, drivers and any other required traces
to be completed on individual room, and venue bookings on Protel
 Book airport shuttle and any required shuttles accordingly
 Do menu planning with Executive / Senior Chef for the following week
 Check staff clocking’s received from HR
 All EFT refund details to be submitted to Accounts by 12:00 on Mondays
2. Conference & Events  Order Halaal meals, if any for bookings the following week
Coordinator
 Wi-Fi codes per booking to be loaded on Radiant Administrator for the
following week
 Function sheet per booking for the following week to be created
 Function packs to be compiled for the following week, copies made for
operational departments, and emailed to all departments.
 When the rooming list is received, details to be entered into Protel
 Billing Instructions, housekeeping, drivers and any other required traces
to be completed on individual room, and venue bookings on Protel
 Book airport shuttle and any required shuttles accordingly

HV-CE-024
ADMINISTRATION DUTIES - WEEKLY

 Do menu planning with Executive / Senior Chef for the following week
 All EFT refund details to be submitted to Accounts by 12:00 on Mondays
Supervisor their station at the start of their shift
4. Conference & Events  Check function sheets for the following day
Waiter

HV-CE-025
ADMINISTRATION DUTIES -
MONTHLY

1. Conference & Events  Stock take
Manager
 Complete detailed revenue breakdown for Marketing Pack
 Business Review Report for previous month – Emailed to Deputy GM
 Business Review Slides – Emailed to Deputy GM
 CSI Report – emailed to HR
2. Conference & Events  Stock take
Coordinator, Supervisor and
Waiter

HV-CE-026
TYPES OF TABLE SETUPS

1. Setting up cinema style/with  Setup cinema style as per the function sheet, holding to the following
writing shelves. requirements:
o Venue to be ready 30 minutes before the function starts.
o All rows are straight and evenly spaced.
o All chairs are positioned in a straight line.
 Position the chairs as follows:
o Make a 1-meter aisle down the centre of the room, placing chairs
down this aisle, with the front of the seat of each chair 45
centimetres from the back of the seat of the chair in front, to allow
for leg room and to enable guests to pass through. The aisle chairs
of the front row should be at least 1 ½ meters from the head table
to enable the speaker to move around comfortably.
o Place chairs next to these first chairs in straight rows, ending meter
from the side walls to allow aisles on either side of the room. The
chairs should be approximately 5 centimetres apart. The number
of chairs in each row will depend on the size of the room and the
client’s function layout on the function sheet, so make relevant
adjustments.
o Continue positioning chairs until they are all in place. Once all the
rows have been positioned, check if there are any chairs left
running down the centre of the room (making your centre line) and
move them into the final row.
o Do not leave uncompleted rows- rather complete the row with extra
chairs.
o Check that each row of chairs is straight and that the overall
appearance of the set-up is regular and attractive.

HV-CE-026
2. Setting up U-shape style. Setup u-shape style as per the function sheet, holding to the following
requirements:
 Venue to be ready 30 minutes before the function starts.
 Check that you have enough chairs and tables using the following
formula:
o 3 people per table (so you will require 6 tables for 18 people) OR 2
people per table (so you will require 9 tables for 18 people)
o The head table and / or registration table as per the function sheet.
o 1 chair per person plus chairs for the head tables and / or registration
table as per the function sheet.
 Position the top table in the front centre of the room (or as described on
the function sheet).
 Place the tables into a U-shape as follows:
o Move 2 tables in line with each other, touching each other on their
short sides near to the back of the room.
o Leave an area of at least 1.25 meters behind the tables to allow
space to position the chairs comfortably and to allow room for people
to walk behind them.
o Make sure that the tables are parallel to the wall.
o At each end of the first two tables, place a table at right angles and
then a second table next to each of these.
o Make sure that there is a space of at least 1.25 meters between
these tables and the wall to allow for chairs and for people to pass
through.
 Place the chairs around the tables as follows: (3 seater set up)
o Place 3 chairs at each of the two back tables, making sure that they
are evenly spaced.

HV-CE-026

o Place 3 chairs at each of the two side tables, also making sure that
they are evenly spaced.
o Place chairs slightly in from the corners.
o The front and backs of the chairs should be lined up, with the front of
the seat of the chairs in line with the edge of the table.
3. Setting up a boardroom  Monet, Dali and Miró can seat up to maximum 12 delegates, and Renoir
venue. can seat up to maximum 10 delegates.
 Venue to be ready 30 minutes before the function starts.
 All boardrooms have fixed tables in the venue that cannot be moved.
 Boardrooms have green executive chairs.
 Ensure that the chairs are set at the lowest level.
 Ensure that the back is up straight
 Ensure that all the chairs are all slight turned to the front, to create an
“inviting” atmosphere
4. Setting up schoolroom  Setup schoolroom as per the function sheet, holding to the following
style.

HV-CE-026

requirements:
o Venue to be ready 30 minutes before the function starts.
o All rows are straight and evenly spaced.
o All chairs are positioned in a straight line.
o The required head table (s) is positioned as required.
o The tables and chairs required will be placed in the function room
by the staff of the hotel.
 Check that you have enough chairs and tables using the following
formula:
 3 people per table (for example, you will require 12 for 36 people.
o 1 or more tables for the head table and / or registration table as per
the function sheet.
o 1 chair per person plus chairs for the head table and / or
registration tale as per the function sheet.
o Position the head table in the front centre of the room (or as
described on the function sheet),
o Approximately 2 meters from the wall.

HV-CE-026

HV-CE-027
EQUIPMENT

1. Laser pointer  Laser pointers are available for use by conference guests.
 The process of issuing a laser pointer is as follows:
o Confirm availability to guest – First ensure we have a laser pointer
available for the guest to use. (We only have 2 available)
o Confirm charge – Inform guest of the cost.
o Inform - When issuing to a guest, inform Conference & Events
Manager or Coordinator to ensure that item is charged for.
o Follow-up – At the end of the function, retrieve the laser pointer.
o Storing – When the laser pointer is returned, it needs to be stored
in the C&E Safe until required again.
2. Presentation clicker  Presentation clickers are available for use by conference guests.
 The process of issuing a presentation clicker is as follows:
o Confirm availability to guest – First ensure we have a presentation
clicker available for the guest to use. (We only have 2 available)
o Follow-up – At the end of the function, retrieve the laser pointer.
o Storing – When the presentation clicker is returned, it needs to be
stored in the C&E Safe until required again.
3. Audio visual (AV) cables  HDMI/VGA cables are available for use by conference guests.
 The process of issuing an HDMI/VGA cable is as follows:
o Confirm availability to guest – First confirm with the guests which
cable they require.
o Confirm deposit fee – No deposit fee is charged for these cables for
use during the conference.
o Follow-up – At the end of the function, retrieve the cable from the

HV-CE-027
EQUIPMENT

guest.
o Storing – When the cable is returned, it needs to be stored in the
C&E Cupboard until required again.
4. Microphones – roving and  We have 2 roving microphones (cordless) and 2 lapel microphones
lapel available for use by conference guests.
 The process of issuing a presentation clicker is as follows:
o Confirm availability to guest – First ensure we have the required
number of microphones available for the guest to use.
o Follow-up – At the end of the function, retrieve the microphone/s.
o Storing – When the microphone/s is returned, it needs to be stored
in the C&E Safe until required again.
5. ClickShare dongle  ClickShare dongles are available for Da Vinci, Picasso and Van Gogh
respectively. There are 2 dongles per venue.
 The process of issuing a dongles goes as follows:
o Confirm availability to guest – First confirm with the guests if their
laptop will be compatible.
o Confirm deposit fee – No deposit fee is charged for the use of the
dongle.
o Follow-up – At the end of the function, retrieve the dongle from the
guest.
o Storing – When the dongle is returned, it needs to be stored in the
C&E Safe until required again.
6. Portable data projectors  Da Vinci, Picasso and Van Gogh have ceiling mounted data projectors.
Portable data projectors are available to setup in the Boardrooms and
VIP Lounge.
 The process of issuing a data projector is as follows:

HV-CE-027
EQUIPMENT

o Confirm availability to guest – First confirm with the guests if their
laptop will be compatible.
o Confirm deposit fee – No deposit fee is charged for the use of a
data projector.
o Follow-up – At the end of the function, retrieve the data projector
from the guest.
o Storing – When the data projector is returned, it needs to be stored
in the C&E Cupboard until required again.
7. Portable screen  Da Vinci, Picasso and Van Gogh have built-in electric screens.
 The boardrooms have built-in screens that need to be pulled down
manually.
 VIP Lounge does not have a built-in screen, and always needs a
portable screen to be setup.
 The process of issuing the portable screen is as follows:
o Confirm availability to guest – First confirm with the guests if the
screen is needed.
o Confirm deposit fee – No deposit fee is charged for the use of the
portable screen.
o Follow-up – At the end of the function, retrieve the portable screen
from the guest.
o Storing – When the dongle is returned, it needs to be stored in the
Conference & Events Storeroom until required again.

HV-CE-028
PREPARE, SERVICE AND CLEAR
VENUES
1. Guest Service Standard  Venues are setup as per the function sheet and if there are any
FOR PREPARATION. additional requests / requirements on the day.
 All equipment must be correctly setup and checked before the start of
the function.
 The venue must be clean and tables laid to the required standard.
2. Performance Standard FOR  All Conference & Events Staff must be able to prepare venues for
PREPARATION. service in an effective, hygienic and organised manner.
 All Staff understand the importance of preparing the service area within
the specified time frames.
3. What guests expect from  For Conference & Events facilities to be cleaned and well prepared.
us:
 For the venue to be fully laid up and prepared, as per the guest’s prior
instructions/ function sheet, at least 30 minutes prior to the start of the
function and their guests’ arrival.
 Where used, glassware and crockery to be clean and polished and free
of chips.
 The tables are sturdy and clean.
 Chairs are clean, undamaged and free of debris.
 Clean, untorn linen / table coverings.
 All audio-visual equipment to have been checked and in good working
order.
 Lighting fittings are clean and in working condition.
 The venue to be at a comfortable pre-set temperature.
 All welcome signs, Wi-Fi slips, menus, menu slips, etc. to be prepared
and ready at least 30 minutes prior to the scheduled starting time of the
function.
 For sufficient, working white board/ flip chart markers to be available; in
a variety of colours.
4. What to do to meet and  Inform guest whether Conference Lunch will be Plated or Buffet style
EXCEED guests’ that day.

HV-CE-028
VENUES
expectations:  If Plated, explain how the lunch slips work, and that it will be collected
during the mid-morning tea break.
 Venues not in use to be in display more at all times and locked.
 AV equipment locked away when not in use.
 Function sheets are checked to ensure that the guest’s requirements
are met.
 Carpets are vacuumed and cleaned.
 Tables and chairs are setup to the required room layout specifications.
 Chairs are checked that they are clean and free of debris and in a good
condition.
 Any damage to tables or chairs needs to be reported to the Conference
& Events Manager.
 All boardroom chairs need to be checked on a regular basis for any
faults, (i.e. up and down movement as well as backwards movement).
 Glasses are placed in the middle of the corporate coaster, with the logo
facing the guests.
 Water bottles and table sweets are placed on COASTERS.
 Corporate pencils and notepads are placed neatly on the sideboards in
all the venues to keep out of guests “doodling” reach.
 Sharpeners and erasers available.
 Flip charts and white boards are free from damage, placed as per the
function sheet requirements and positioned to avoid toppling over.
 Sufficient flip chart paper is available.
 Sufficient working markers are provided for the flip chart.
 Whiteboard markers and whiteboard erasers need to be provided.
 Whiteboard needs to be cleaned regularly and properly to remove any
dark spots or marker stains.

HV-CE-028
VENUES
 2 x dustbins are provided in each venue.
 All audio-visual equipment is set up according to the function sheet.
 Equipment is correctly set and checked to be in correct working order.
 Sufficient extension leads are available for use if required.
 All electrical leads and cables wiring are safely secured or covered.
 All speakers and amplifiers need to be checked.
 Data projector and drop-down screen needs to be checked.
 All remotes need to be checked.
 Venue lighting is checked, all light bulbs and switches are in working
order.
 Air-conditioning controls are checked and set.
 Tea and coffee station needs to be set with the right number of mugs,
teaspoons, sugars, milk, hot water and filter coffee as per set
procedures.
 Tea and coffee service equipment /machine must be rinsed regularly to
remove build-up.
 Quality of coffee and water temperature needs to be checked regularly.
 Food Serving Stations needs to be set with the correct amount of
crockery, cutlery, serving utensils, serviettes etc. as per set procedures
 Welcome signs as per standard to be displayed in snapper frame
outside venue.
 All welcome signs for the day to be displayed on the Welcome TV on
the orange wall in the Reception Lounge.
5. Guest Service Standard  Liaison must be maintained with the Function Organiser at all times and
FOR SERVICE. service delivered as per the Organiser’s requests and the function
sheet.
6. Performance Standard FOR  All Conference & Events Staff must be able to run and service the
SERVICE. function in an effective, hygienic and organised manner.

HV-CE-028
VENUES
 All Staff understand the importance of a perfectly executed function.
7. What guests expect from  To be met by the Conference & Events Manager, Conference & Events
us: Coordinator and / or Conference & Events Supervisor on arrival.
 For additional assistance to be offered.
 For someone knowledgeable to be available, to assist with linking laptop
to data projector and sound, and to be checked and tested.
 Conference & Events staff to be available to assist with last-minute
changes and setting up.
 The venue to be refreshed during each break.
 For the Function Organizer to be advised of where the Conference &
Events staff may be reached / contacted for additional assistance and
for Conference & Events Staff to be available when needing assistance.
 Additional assistance is offered.
 To be thanked for their patronage.
8. What to do to meet and  The Function Organiser is met by the Manager, Coordinator and / or
EXCEED guests’ Supervisor, and details of room lay-up, function requirements, time
expectations: schedules, etc. are checked and confirmed.
 Assistance is given in putting up any banners, setting up laptops or
assist in any other request the guests might have.
 Explain the operation of audio-visual equipment, location and operation
of climate controls and lighting switches
 Meet all arriving conferencing guests, to welcome them and direct them
to the meeting area.
 Advise the Function Organiser of the location of tea and coffee break
areas, break-away rooms, restaurant areas, toilets and permitted
smoking areas.
 Check with Function Organiser on delegate luncheon menu selections,
special preferences, drink billing procedures, etc.
 Confirm billing arrangements with the Function Organiser prior to the
commencement of the conference/ function.

HV-CE-028
VENUES

HV-CE-029
REFRESHING VENUES

1. Refreshing Procedure.  While refreshing rooms, open windows to get rid of the stale air.
 Clear all sweet papers and debris on the floor.
 Clear all dirty cutlery and crockery and replace with new ones.
 IF NEEDED - Replenish all water and sweets.
 Monitor the air conditioner.
 Clean and refill the coffee service equipment / machine if in the venue,
and if needed for the next tea and coffee break.
 Straighten all chairs and tables (where appropriate).
 Wipe all dirty counters tops with a clean wet cloth.
 All platters of food to be removed, unless instructed otherwise.
 Close the windows.
 Lock venue until guests return for their break.
2. At the end of the function:  If full pre-payment was not received, the Function Organiser to be
presented with the final bill in a bill folder, with a corporate pen for
approval of the charges during the function.
 The Function Organiser to be asked for feedback on their function – i.e.
facilities, food, service, etc.
 Additional assistance is offered with removal of banners / promotional
material and any other request the guests may have.
 The venue is checked for any belongings that might have been left
behind.
 The Function Organiser is thanked for their patronage… “Thank You
Mr/Mrs…. I do hope you have a pleasant day/evening”
 Any belongings that stayed behind in the room needs to be taken to the
Conference & Events Office and reported to the Manager and / or
Coordinator so that the Function Organiser can be contact for
arrangements to be made to collect the belongings.
 Closing procedure is followed.

HV-CE-029
REFRESHING VENUES

 All cups, teaspoons and glasses are returned to the storage areas.
 Venue is reset for the next day’s function.
 If not booked the next day, venue setup in display mode.
 All audio-visual equipment is switched off and stored accordingly.
 Lights are switched off.
 Air conditioners are switched off.
 All windows and doors are closed and locked.
 All the venues are locked.

HV-CE-030
TEA AND COFFEE STATIONS

1. Da Vinci, Picasso, Van  Setup ARRIVAL refreshment stations 1 HOUR prior to the start of the
Gogh & VIP Lounge: function, or as indicated on the function sheet for guests that arrive
early.
 Setup MID-MORNING refreshment station 15 minutes prior to the
specified break time, or as indicated on the function sheet.
 Setup AFTERNOON refreshment station 15 minutes prior to the
2. All Boardrooms:  Setup ARRIVAL refreshment stations 1 HOUR prior to the start of the
function, or as indicated on the function sheet for guests that arrive
early.
 Setup MID-MORNING refreshment station 15 minutes prior to the
 Setup AFTERNOON refreshment station 15 minutes prior to the
 Stock for 10% more than the expected number of guests. So, if you
expect 20 guests, stock for 22. (20+10% = 22)
 Position the trestles tables for the refreshment station as required.
Refer to the function sheet.
 Cover the trestle tables with black table cloth.

HV-CE-030

3. Tea & coffee station on  Before setting up refer to layout plan or function sheet and find out if
trestle – setup in C&E foyer there are any special requirements and check the number of guests to
outside big venues. be served.
o Special requirements must be attended to before service to avoid
delays.
o Items on the station: mugs, teaspoons, Tea box, two identical sets
sugars, sweetener, small bowl for dirties, name tags, side plates,
cutlery, tongs or lifters for food, and branded serviettes (30 x 30) to
accommodate the specified number of guests expected, and
specific function group RESERVED sign.
 Check that the equipment meets the following standards:
o Coffee mugs and side plates are free from chips, cracks and stains.
o Flasks free from scratches, stains or spillages.
o 2 matching sugar bowls are free from chips and cracks and are
filled with white and brown sugar and a shot glass with sweetener.
o Appropriate cutlery according to the food, are polished with no
finger marks or tarnishing. Always hold cutlery by the handles so
as not to contaminate the plate of the spoons or the tines of the
forks with bacteria from your hands.
o The tea box is fully stocked with all types of tea as per standard or
requested by the guests.
o Also obtain any other special items specified on the function sheet.
 Place mugs must be in neat rows as follows:
o All mugs handles must face to the front.
o Teaspoons must be inside the mug, lining up with the handle of the
mug.
 Place side plates, cutlery and serviettes as follows:
o Place piles of clean side plates onto the table.
o Cutlery to be placed on a plate with a serviette liner.
o Arrange cutlery in a fan on the table.

HV-CE-030

4. Tea & coffee station in  Before setting up refer to layout plan or function sheet and find out if
boardrooms: there are any special requirements and check the number of guests to
be served.
o Special requirements must be attended to before service to avoid
delays.
o Items on the station: Mugs, teaspoons, tea box, two identical sets
sugars, sweetener, small bowl for dirties, name tags, side plates,
cutlery, tongs or lifters for food, and branded serviettes (30 x 30) to
accommodate the specified number of guests expected.
 Check that the equipment meets the following standards:
o Coffee mugs and side plates are free from chips, cracks and stains.
o Flasks free from scratches, stains or spillages.
o 2 matching sugar bowls are free from chips and cracks and are
filled with white and brown sugar and a shot glass with sweetener.
o Appropriate cutlery according to the food, are polished with no
finger marks or tarnishing. Always hold cutlery by the handles so
as not to contaminate the plate of the spoons or the tines of the
forks with bacteria from your hands.
o The tea box is fully stocked with all types of tea as per standard or
requested by the guests.
o Also obtain any other special items specified on the function sheet.
 Place mugs must be in neat rows as follows:
o All mugs handles must face to the front.
o Teaspoons must be inside the mug, lining up with the handle of the
mug.
 Place side plates, cutlery and serviettes as follows:
o Place piles of clean side plates onto the table.
o Cutlery to be placed on a plate with a serviette liner.
o Arrange cutlery in a fan on the table.

HV-CE-030

 Brew the coffee and warm the milk about 15 minutes before guests are
due to arrive or break for refreshments.
 The following equipment placed onto the refreshment station:
o Freshly brewed coffee.
o Hot water urn.
o Hot and cold milk.
o Food platters which must be attractively arranged.
o Name tags accordingly.
 Ensure that the station is ready and manned, with all the necessary
items prepared, approximately 10 minutes before service is scheduled
to start.

HV-CE-031
INCLUSIVE ITEMS FOR
CONFERENCES & MEETINGS
1. Da Vinci, Picasso, Van  Setup on conference tables:
Gogh & VIP Lounge o 1 x still mineral water bottle – 1 per every 3 people
o 1 x sparkling mineral water bottle – 1 per every 3 people
o 1 x conference water glass (tumbler) – 1 per person
o 1 x corporate coaster – 1 per person
o (glass upside down on coaster)
o Wi-Fi slip – 1 per every 3 people
o If needed, menu and lunch slip
 On the sideboards:
o 1 x fresh fruit bowl
o 1x plate per person
o serviettes
o corporate pencils – 1 per person
o corporate note pads – 1 per person
o 1 x sharpener
o 1 x eraser
 In the venue:
o 1 x CLEAN whiteboard – 1 per venue (check function sheet
requirements)
o 3 x different colour whiteboard markers (check function sheet
requirements)
o 1 x whiteboard erasures
o 1 x flipchart stand with CLEAN paper – 1 per venue (check function
sheet requirements)
o 3 x different colour flipchart markers (check function sheet
requirements)
o 1 x data projector – ceiling mounted / portable (check function sheet
requirements)
o 1 x screen – electric/manual (check function sheet requirements)
o 2 x bins, labelled

HV-CE-031
INCLUSIVE ITEMS FOR
CONFERENCES & MEETINGS
2. Boardrooms  Setup on conference tables:
o Wi-Fi slip – 1 per every 3 people
o If needed, menu and lunch slip
 On the sideboards:
o 1 x still mineral water bottle – 1 per every 3 people
o 1 x sparkling mineral water bottle – 1 per every 3 people
o 1 x sweets jar – 1 per every 3 people
o 1 x conference water glass (tumbler) – 1 per person
o 1 x corporate coaster – 1 per person (glass upside down on coaster)
o 1 x fresh fruit bowl
o 1x plate per person
o serviettes
o corporate note pads – 1 per person
o 1 x sharpener
o 1 x eraser
 In the venue:
o 1 x CLEAN whiteboard – 1 per venue (check function sheet
requirements)
o 3 x different colour whiteboard markers (check function sheet
requirements)
o 1 x whiteboard erasures
o 1 x flipchart stand with CLEAN paper – 1 per venue (check function
sheet requirements)
o 3 x different colour flipchart markers (check function sheet
requirements)
o 1 x data projector – ceiling mounted / portable (check function sheet
requirements)
o 1 x screen – electric/manual (check function sheet requirements)
o 2 x bins, labelled

HV-CE-032
BREAKFAST, LUNCH & DINNER
PLACE SETTINGS
1. Breakfast place settings –  main fork
PER PERSON:
 main knife
 dessert spoon
 bread / side knife
 conference water glass (tumbler)
 wine glass OR sparkling wine glass (check function sheet requirements)
 linen napkin OR serviette (check function sheet requirements)
 mug and teaspoon – this is generally setup on the buffet (check function
sheet requirements)
2. Breakfast place settings –  STEAMED table cloths – white OR black (check function sheet
PER TABLE: requirements)
 1 x still mineral water bottle – 1 per table
 1 x sparkling mineral water bottle – 1 per table
 jug of juice (check function sheet requirements)
 milk jug – this is generally setup on the buffet (check function sheet
requirements)
 sugar bowls – this is generally setup on the buffet (check function sheet
requirements)
 2 sets x salt and pepper shakers
 Butter dish with butter
 Wi-Fi slip – 2 per table
3. Lunch / Dinner place  main fork
settings – PER PERSON:
 main knife
 starter fork
 starter knife

HV-CE-032
PLACE SETTINGS
 dessert spoon
 dessert fork
 soup spoon – menu depending (check function sheet requirements)
 bread / side knife
 white wine glass & red wine glass
 highball glass
 linen napkin OR serviette (check function sheet requirements)
4. Lunch / Dinner place  STEAMED table cloths – white OR black (check function sheet
settings – PER TABLE: requirements)
 1 x still mineral water bottle – 1 per table
 1 x sparkling mineral water bottle – 1 per table
 jug of juice (check function sheet requirements)
 2 sets x salt and pepper shakers
 1 set x balsamic and olive oil
 Butter dish with butter
 ice bucket with stand
 Wi-Fi slip – 2 per table
5. Arrival Drinks Station:  Set up refreshment stations for arrival wines / water / juice / sherry /
champagne 30 minutes before the time specified by the client.
 Stock for 10% more than the expected number of guests. if you expect
50 guests, stock for 55. (50+10% = 55)
 Position the trestle table / cocktail table for the refreshment station as
required. Refer to the function sheet.
 Cover the trestle table / cocktail table with black table cloth.
 Before setting up refer to layout plan or function sheet and find out if
there are any special requirements and check the number of guests to

HV-CE-032
PLACE SETTINGS
be served.
 Special requirements must be attended to before service to avoid
delays.
 Items on the station depending the arrival drink on offer: white wine
glasses, red wine glasses, flute glasses, ice buckets with stands, clear
jugs for juice or water.
 Check that equipment meets the following standards:
o Glasses are free from chips, cracks, stains or finger prints.
o Jugs free from scratches, stains or spillages.
o Ice buckets and stands polished and free from stains.
o Clean serviette tied on ice bucket.
o Champagne bowl polished and free from stains.
o Ice bucket set with ice tongs.
 Pre-pour first row of glasses with required drinks 10 minutes before
guests’ arrival.
6. Buffet Station:  Stock for 10% more than the expected number of guests. So, if you
expect 80 guests, stock for 88. (80+10% = 88)
 Position the trestle table / cocktail table for the refreshment station as
required. Refer to the function sheet.
 Cover the trestle table / cocktail table with black table cloth.
 Before setting up refer to layout plan or function sheet and find out if
there are any special requirements and check the number of guests to
be served.
 Special requirements must be attended to before service to avoid
delays.
 Items on the station: Side Plates, main plates, bowls (if required by
menu), chafing dishes as per kitchen, service gear, under-plates for
gear, if there is no table set up add cutlery and serviettes.

HV-CE-032
PLACE SETTINGS
 Buffet – Check that equipment meets the following standards:
 Plates are free from chips, cracks, stains or finger prints.
 Cutlery free from scratches, stains or spillages.
 Chafing dishes polished and free from stains.

Verde SOPs CE 2019

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© Hotel Verde 2019 1

CONFERENCES AND EVENTS

HV-CE-015 Step 6: Confirm booking 37

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HV-CE-018 Step 9 – 12: Venue setup, arrival, service, departure 47

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Procedure Details Resources/Notes At my hotel

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Procedure Details Resources/Notes At my hotel

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Procedure Details Resources/Notes At my hotel

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Procedure Details Resources/Notes At my hotel

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ACTION EXPLANATION TIME LINE

Step 1: Enquiry Received telephonically, via email or walk in. Immediately

Step 3: Follow up Done telephonically or in writing Within 24 hours

Step 5: Communication Get everything in writing Ongoing

Step 8: Welcome signs, Wi-Fi, Menus

Step 12: Departure Function ends and guests depart Daily

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Procedure Details Resources/Notes At my hotel

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Procedure Details Resources/Notes At my hotel

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Procedure Details Resources/Notes At my hotel

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Procedure Details Resources/Notes At my hotel

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Procedure Details Resources/Notes At my hotel

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Procedure Details Resources/Notes At my hotel

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Procedure Details Resources/Notes At my hotel

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Procedure Details Resources/Notes At my hotel

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Procedure Details Resources/Notes At my hotel

 Complete the Reservation window in full – Part 1, Part 2 and Part 3

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Procedure Details Resources/Notes At my hotel

 Complete Part 3 / Reservations details for 1:

 MARKET code – refers to the market that the client/guest belongs

 OPTION click on “To”

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