Table Of ContentFirst Edition, 2009
ISBN 978 93 80075 11 2
© All rights reserved.
Published by:
Global Media
1819, Bhagirath Palace,
Chandni Chowk, Delhi-110 006
Email: [email protected]
Table of Contents
1. Banquet Service
2. Managing Banquet Function
3. Waiter Service
4. Managing Catering Operations
5. Guest Entertaining
6. Organising the Dining Room
7. Organising Dining Services
8. Preparation of Banquet Events
9. Organising Events and Functions
10. Training to Serve the Meal
11. Planning Reservations and Blocking Tables
12. Table Manners
1
B S
ANQUET ERVICE
A banquet is a large public meal or feast, complete with
main courses and desserts. It usually serves a purpose,
such as a charitable gathering, a ceremony, or a
celebration. Sometimes a banquet consists of only desserts.
To banquet means to treat to a feast or to partake in a
feast.
ROLE OF BANQUET MANAGERS
Banquet managers plan, organise and direct the service of
food and beverages for banquets and other social
functions. Duties and responsibilities vary from one
position to another but, in general, banquet managers:
— discuss requirements with customers and take detailed
notes about banquet requirements
— develop banquet menus in consultation with caterers,
chefs or cooks
— prepare budgets
— determine requirements for serving staff and supplies
— supervise everything from the set up prior to the
function to the clean up afterward
— develop work schedules and supervise food services
during the function
2 Banquet Management and Room Division
— maintain proper liquor controls and monitor alcohol
service
— ensure that equipment is properly cleaned and
maintained
— follow up with clients after functions and deal with
customer complaints
— hire, train and supervise staff to ensure that service
standards are met.
In smaller organisations, banquet managers may assist staff
with functions such as setting up the room. In larger
organisations, the duties listed above may be divided
among several managers and supervisors. For example,
where banquet managers and catering managers have
separate roles, catering managers discuss banquet
requirements with customers and work with chefs and
food and beverage managers to develop menus.
Banquet managers often work long hours that include
evenings, weekends and holidays. Assisting staff may
sometimes involve heavy lifting.
Banquet managers need the following characteristics:
— good communication, supervisory and problem-
solving skills
— excellent organisational skills
— the ability to pay close attention to details
— the ability to work alone or as part of a team
— the ability to remain calm while working in close
quarters with others during busy periods
— flexibility and creativity.
They should enjoy:
— co-ordinating information and the activities of others
— setting work schedules, monitoring staff and
controlling inventory
Banquet Service 3
— negotiating arrangements with suppliers and clients.
Educational Qualifications
There are no standard minimum education requirements
for banquet managers but related education is becoming
increasingly important. Most employers require banquet
managers to have food and beverage service training, food
safety training and experience in dining room
management. Food allergy training is an asset.
Banquet managers are employed by hotels and
hospitality centres such as convention centres.
Advancement opportunities vary depending on the
banquet manager’s qualifications and the size and nature
of the employing organisation.
ROLE OF ASSISTANT BANQUETS MANAGER
Responsible for the proper application, demonstration,
inventory and A/V setup in accordance with company
policies
Provide positive contributions to the growth,
profitability and image of the company by overseeing and
directing standards of excellence within the banquet
service staff, banquet set-up staff and audio/visual staff.
Sales
— The position is responsible for initiating and
maintaining high quality service efforts that will
increase the number of catering functions from both
new and previous clients.
— Handling the planning and execution of service for
all functions involving banquet food, beverage and
meeting services.
4 Banquet Management and Room Division
— Drive overall topline sales through upsale of food and
wine menu items.
— Demonstrate audio/visual capabilities to prospective
clients to maximise revenue potential.
Service
— Assume service duties of Banquet Manager in his/
her absence.
— Set up and execution of all audio/visual details as
they pertain to meeting rooms
— Attend all pre-conference meetings.
— Call clients and internal customers to confirm audio/
visual needs.
— Prepare computer and video projection systems for
clients in terms of downloading materials/programs.
— Set up complex sound systems program meeting room
lighting.
— Offer advanced technical support for guests in the area
of lighting and sound while meeting is in progress.
— Install telephones in guest rooms and meeting rooms
where necessary coordinate high-sped Internet access
between hotel and outside vendor.
Supervision
— Assume supervisory duties of Banquet Manager in
his/her absence.
— Coordinate activities of banquet set-up and audio/
visual staff.
— Supervise the inventories of audio/visual equipment
— Ensure all banquet staff observe safety guidelines
while at work.
Banquet Service 5
— Assist Banquet Manager in administrative
responsibilities of banquets, including payroll, tip
disbursement, communications, budgeting and client
relations.
Inventory Maintenance
— Maintain quality of physical items: tables, chairs,
equipment, linen, uniforms.
— Place necessary purchase orders for the replacement
of existing operating equipment and the acquisition
of new products and services
— Maintain the appearance of the banquet rooms and
foyers: wood work, carpeting, lighting, etc.
— Maintain audio/visual equipment and its components.
Human Resources
— Approve the hiring, discipline, evaluation, and
terminating of all positions under direct supervision.
— Ensure all associates attend orientations.
— Complete performance reviews with employees as
scheduled.
— Ensure fair and equitable treatment of all Banquet staff
as well as other support staff.
— Ensure corporate policies and procedures are followed.
Training
— Set and maintain service standards for all position
including grooming codes.
— Maintain and update all training certification materials
on a timely basis.
— Maintain an on-going training program for all newly
hired staff.
6 Banquet Management and Room Division
— Cross train associates in audio/visual and set-up
positions.
— Provide instruction and on-going training of computer
hardware and software as it relates to the audio/visual
department.
— Conduct daily shift meetings.
— Ensure all set-up and audio/visual employees are
aware of policies.
— Drive continuous safety education.
Financial
— Monitor and control labor costs.
— Monitor and control workmens compensation as it
impacts the banquet department.
— Monitor and control operating expenses.
— Plan and update monthly and yearly financial plans.
— Responsible for the integrity of the tip distribution
process.
BANQUET CATERING
Food is definitely the star in the catering world, but it’s
only one part of the equation. As catering companies have
moved toward the full-service, event-planning model, the
focus has morphed. It’s not that food is no longer a focal
point, but rather that it is part of a broader mission.
Catering is about satisfying all the senses:
— Sight
— Hearing
— Touch
— Smell
— Taste
Banquet Service 7
Today caterers want every aspect of an event to be
just as perfect as the food. With the right atmosphere, you
can appeal to all of these senses in a way that makes an
event special and memorable. Of course, beautifully
prepared food can appeal to your sense of taste, smell and
sight - perhaps even touch, but it shouldn’t outshine the
rest of the event. Caterers today generally want every piece
of the puzzle, from the decor to the glassware, to have
that same kind of impact.
From flatware to flowers, lighting to linens and
tables to tunes, everything should complement the food
to create a unified overall experience. According to Dondis,
continuity is key. You want every aspect to be in sync
with each other. For example:
— Does the venue fit the occasion, climate and group
size? No matter how lovely the surrounding gardens,
you probably wouldn’t want to have formally attired
guests dining outside in 98-degree weather.
— Does the menu fit the occasion and tastes of the
group? For a retirement celebration, where the retiree
is getting ready to embark on a 6-month sabbatical in
Spain with her spouse, tappas stations would be an
inspired idea.
— Does the decor suit the venue and event? White linen,
china and crystal stemware might not be the most
appropriate table setting for a casual, pool-side
barbecue reception. Festive prints, such as blue and
white checked tablecloths and matching napkins with
plain glass plates and mason jars might be a better
fit.
After you make contact with a catering firm, the caterer’s
first job is to figure out what you want and decide how
their company can create it for you. This process usually
begins with a client-caterer meeting—sort of like a first
date. Whether it happens during the initial phone call or
