Banquet Service and Operation of Radisson Blu Water Garden Hotel

Major purpose of this report is to analysis Banquet Service and Operation of Radisson Blu Water Garden Hotel, Dhaka. Focus discussion about how Radisson runs and what functions it does particularly to manage its banquet service and operation. That is, there work frame, service procedure and how they maintain their service quality, how they decorate etc. Other objectives are to know about overall Banquet operation and service and discuss banquet event is organized and how Banquet hall set up.

Introduction

The hospitality industry consists of broad category of fields within the service industry that includes lodging, restaurants, event planning, theme parks, transportation, cruise line, and additional fields within the tourism industry. The hospitality industry is a several billion dollar industry that mostly depends on the availability of leisure time and disposable income. A hospitality unit such as a restaurant, hotel, or even an amusement park consists of multiple groups such as facility maintenance, direct operations (servers, housekeepers, porters, kitchen workers, bartenders, etc.), management, marketing, and human resources.

The hospitality industry covers a wide range of organizations offering food service and accommodation. The hospitality industry is divided into sectors according to the skill-sets required for the work involved. Sectors include accommodation, food and beverage, meeting and events, gaming, entertainment and recreation, tourism services, and visitor information.

Usage rate is an important variable for the hospitality industry. Just as a factory owner would wish to have his or her productive asset in use as much as possible (as opposed to having to pay fixed costs while the factory isn’t producing), so do restaurants, hotels, and theme parks seek to maximize the number of customers they “process”.

In viewing various industries, “barriers to entry” by newcomers and competitive advantages between current players are very important. Among other things, hospitality industry players find advantage in old classics (location), initial and ongoing investment support (reflected in the material upkeep of facilities and the luxuries located therein), and particular themes adopted by the marketing arm of the organization in question (such as a restaurant called the 51st fighter group that has a WW2 theme in music and other environmental aspects). Very important is also the characteristics of the personnel working in direct contact with the customers. The authenticity, professionalism, and actual concern for the happiness and well-being of the customers that is communicated by successful organizations are a clear competitive advantage.

Hotel

A hotel is an establishment that provides paid lodging on a short-term basis. The provision of basic accommodation, in times past, consisting only of a room with a bed, a cupboard, a small table and a washstand has largely been replaced by rooms with modern facilities, including en-suite bathrooms and air conditioning or climate control. Additional common features found in hotel rooms are a telephone, an alarm clock, a television, and Internet connectivity; snack foods and drinks may be supplied in a mini-bar, and facilities for making hot drinks. Larger hotels may provide a number of additional guest facilities such as a restaurant, a swimming pool or childcare, and have conference and social function services. Hotel rooms are usually numbered (or named in some smaller hotels and B&BS) to allow guests to identify their room.

“Hotel” or “Inn” is defined by British law as a place where a bonfire traveler can receive food and shelter, provided he is in a position to pay for it and is in a fit condition to be received”. Hence a hotel must provide food (and beverage) and lodging to travelers on payment and has, in turn, the right to refuse if the traveler is drunk, disorderly unkempt or is not in a position to pay for the services.

Some hotels offer meals as part of a room and board arrangement. In the United Kingdom, a hotel is required by law to serve food and drinks to all guests within certain stated hours; to avoid this requirement it is not uncommon to come across private hotels which are not subject to this requirement. In Japan, capsule hotels provide a minimized amount of room space and shared facilities.

Motel

A motel is a hotel designed for motorists, and usually has a parking area for motor vehicles.

Entering dictionaries after World War II, the word motel, a portmanteau of motor and hotel or motorists’ hotel, referred initially to a type of hotel consisting of a single building of connected rooms whose doors faced a parking lot and, in some circumstances, a common area; or a series of small cabins with common parking. As the United States highway system began to develop in the 1920s, long distance road journeys became more common and the need for inexpensive, easily accessible overnight accommodation sited close to the main routes, led to the growth of the motel concept.

Resort

A resort is a place used for relaxation or recreation, attracting visitors for holidays or vacations. Resorts are places, towns or sometimes commercial establishment operated by a single company. Such a self-contained resort attempts to provide for most of a vacationer’s wants while remaining on the premises, such as food, drink, lodging, sports, entertainment, and shopping. The term “resort” may also used to identify a hotel property that provides an array of amenities and typically includes entertainment and recreational activities.

Restaurant

A restaurant prepares and serves food, drink and dessert to customers. Meals are generally served and eaten on premises, but many restaurants also offer take-out and food delivery services. Restaurants vary greatly in appearance and offerings, including a wide variety of cuisines and service models.

Café

A café also spelled cafe may in the United States mean an informal restaurant, offering a range of hot meals and made-to-order sandwiches, while in most other countries it refers to an establishment which focuses on serving coffee, like an American coffeehouse.

A “café” can also refer to a small informal public discussion. These are usually live events, and often focus on starting an open conversation on a particular topic.

Nightclub

A nightclub (also known simply as a club, discothèque or disco) is an entertainment venue which usually operates late into the night. A nightclub is generally distinguished from bars, pubs or taverns by the inclusion of a dance floor and a DJ booth, where a DJ plays recorded dance and pop music.

The music in nightclubs is either live bands or, more commonly, a mix of songs played by a DJ through a powerful PA system. Most clubs or club nights cater to certain music genres, such as techno, house music, trance, heavy metal, garage, hip hop, salsa, dancehall, Drum and Bass, Dub step or soca music. Many clubs also promote playing the Top 40 which has most of the night playing the most broadcast songs of the previous week.

An Overview of Carlson

The Carlson Rezidor Hotel Group

The Carlson Rezidor Hotel Group is one of the world largest and most dynamic hotel companies. It has a fantastic portfolio of 1,319 hotels in operation and under development, a global footprint covering 81 countries and territories and a powerful set of global brands: Radisson Blu, Radisson, Park Plaza, Park Inn by Radisson, Country Inns & Suites By Carlson and Hotel Missoni.

With its long, successful history in global hospitality, the Carlson Rezidor Hotel Group has a rich expertise across all key segments, all business models, plus a strong and expanding revenue generation capability. Its 80,000 inspiring people collectively deliver system-wide revenues of USD 7 billion. The Carlson aspire to be the number one hospitality company to work for and invest with. And it intend to grow the number of hotels in operation by at least 50 percent—reaching more than 1,500 hotels in operation by 2015.

Company History

Carlson is one of the classic success stories in the American free-enterprise system. Starting in 1938 with an idea and a USD 55 loan, entrepreneur Curtis L. Carlson (1914 – 1999) founded the Gold Bond Stamp Company in his home town of Minneapolis, Minn. His company allowed grocery stores, drug stores, gas stations and other independent merchants to use his collectible “Gold Bond Stamps” to drive customer loyalty and to distinguish themselves from their competitors.

During the 1950s and 1960s, Gold Bond and sister company, Top Value Stamps, helped revolutionize the way retail goods were marketed. Trading stamps proved to be right for the times and swept the nation in a wave of dramatic growth.

In the 1960s, when the trading stamp market reached its peak, the Gold Bond Stamp Company expanded into the hospitality industry with the acquisition of the Radisson Hotel in downtown Minneapolis. In the 1970s, the company acquired dozens of additional businesses, including T.G.I. Friday’s and Ask Mr. Foster, a leading travel agency. To reflect its diversification, Gold Bond changed its name to Carlson Companies in 1973. In 2006, to demonstrate that those are one company serving a variety of needs, those became known as Carlson.

In 2008 – 2009, the company evolved its business portfolio to focus on hospitality and travel. This focus deepened in 2012 when the company decided to go to market and do business with its Brussels-based partner, The Rezidor Hotel Group, and create the Carlson Rezidor Hotel Group.

Carlson is a global leader in the hospitality and travel space thanks to the strengths of its brands: Radisson Blu, Radisson^®, Park Plaza^®, Park Inn by Radisson, Country Inns & Suites By Carlson^SM, Hotel Missoni, T.G.I. Friday’s^® and Carlson Wagonlit Travel (CWT).

Organizational Principles of the Company

It is a global company that understands the benefits of combining scale with frontline empowerment.

Across its business and brands it shares a number of ambitions, values, management principles, governance processes and standards.
In this entrepreneurial culture it believes the company should generally assign responsibility, authority and accountability close to the customer and front line.
That said, its top management has responsibility for overall strategy and allocation of capital; senior leadership selection, development and compensation; governance, including definition of certain standards and compliance management, risk management, delegation of authority and audit; reporting; and corporate communication.
In addition, it shares processes and resources where the company can leverage its size and scope (e.g., treasury, tax, key financial processes, IT infrastructure, payroll, benefits, sourcing).
Carlson also offers the opportunity to share best practices across regions and brands (e.g., in the areas of frontline service excellence, marketing, real estate) and to pursue a richer set of career opportunities. Its functional leaders are responsible to ensure this happens.

Purpose of the Company

At Carlson, it works with a clear and noble purpose. The company seeks to:

Serve millions of guests and travelers in a way that makes a positive difference to their lives.
Provide tens of thousands of jobs and help the employees grow and achieve their potential.
Contribute to the common good through its commitment to social responsibility.
Generate attractive financial returns for its shareholders and business partners.

Carlson has great ambitions for Carlson. The company wants its brands to be leading brands in their segments; it wants to be the number one hospitality and travel company to work for; and wants to be the number one hospitality and travel company to invest with.

Ambition

The company has great ambitions for Carlson. It wants its brands to be leading brands in their segments; company wants to be the number one hospitality and travel company to work for; and want to be the number one hospitality and travel company to invest with.
This is the company’s ambition – this is Ambition 2015

Hotels Ambition 2015

For the Carlson Rezidor Hotel Group, their strategy aims to grow its hotel portfolio by at least 50 percent to reach at least 1,500 hotels in operation by 2015.

Four priority growth initiatives for our hotel business:

Expand Radisson Blu and Radisson^® as powerful, globally consistent, first-class brands
Accelerate the growth of Country Inns & Suites By Carlson in key markets
Grow Park Inn by Radisson as a winning midscale brand across theaters in key countries
Continue the push in key emerging economies, with added emphasis on midscale

The strategy has five main themes:

Establish clear, compelling positioning for each brand
Operationalize the brand promises
Accelerate development
Win the revenue battle
Build a global team and organization

Restaurants Ambition 2015

For the company restaurant business, T.G.I. Friday’s, our strategy is focused around three main ambitions:

No. 1 Guest Choice

Define a relevant, compelling guest proposition
Deliver great service experience
Offer great Friday’s food and beverage
Increase relevance at key occasions
Enhance marketing efficiency and effectiveness
Develop a guest engaging box

No. 1 Employee Choice

Attract and hire the right people
Prepare and support for success
Reward, recognize, advance
Communicate and affiliate
Give back…community, industry, environment

No. 1 Investor Choice

Product box investment model
Compelling operating economies
Robust network growth/development plan
Strong relationships and communications

Travel’s New Heights

Carlson Wagonlit Travel’s (CWT) mission is to deliver efficient and innovative solutions to optimize travel and meetings and events management by leveraging our global reach with the best people and superior service.

CWT’s vision is to be the number one choice of clients, travelers and CWT employees, and to be number one in sales and profitability in business travel, meetings and events and energy services.

CWT’s strategy has five main priorities:

Target growth in selected markets and client segments
Market innovative products and services that bring value throughout the full supply chain
Improve efficiency and customer service at the point-of-sale
Leverage the value we deliver to our suppliers
Drive superior performance by attracting, retaining and developing top talent

Global Hotel Brands

Regent Hotel & Resort is synonymous with luxury and service in hotels and resort around the world. One of the most respected brands in the luxury segment of the hotel industry, Regent Hotel and resort established its reputation on a commitment to exceptional guest service, attention to detail and an uncompromising quality. Reflecting and celebrating each individual hotel’s location, the Regent hotel experience uniquely combines the warmth and culture of the local community with global luxury standards. The result is a welcoming guest experience that is richly personalized and caring.

Radisson Hotels & Resort is one of the leading upscale, full service hotel brands in the world with more than 400 hotels in 66 countries. Conveniently located in capital cities, urban center and popular leisure destinations, Radisson hotels are committed to delivering superior service and product excellence with genuine hospitality for the business and leisure traveler. Guest enjoy comfortable, well appointed guest rooms with quality finishes and international standard facilities and welcoming service experience created through a unique personal connection in a fun, fresh and real environment.

Radisson Plaza is the premium extension of the Radisson Hotel & Resorts brand, delivering a new level of differentiated service, superior guest service & facilities and enhanced guest experience.

Park Plaza Hotel & Resort is an upper mid scale, full service hotel brand offering great hospitality in more than 40 location in 10 countries worldwide. Conveniently located in key city, regional and airport commercial area and leisure destinations, the uniqueness of each hotel and the friendly, casual service style are the hallmark of Park Plaza. With a range of restaurant style, flexible meeting and function rooms and different recreational facilities, Park Plaza Hotels & Resort is ideally suited for today’s business, meting or leisure.

Country Inn & Suites by Carlson is a midscale hotel brand offering excellent value and attractive accommodation s at nearly 450 locations worldwide. Whether our trip is packed with business or field with fun, Country In & Suite offers a warm welcome superior values and convenience of location. Friendly, professional staff, homelike comfort in a charming décor and an explicit commitment to consistence standard s of quality ensure guest satisfaction every stay.

Park Inn is a growing midscale hotel brand serving a wide range of guest in nearly 100 cities suburban and leisure destinations worldwide. Offering excellent customer service, convenient location and comfortable facilities, Park Inn hotels are ideal for the traveler who appreciates value. Guest enjoy a warm, friendly welcome complemented with special amenities and service for families and business and leisure travelers.

Radisson Blu creates iconic buildings with individual interiors invoking an inviting, exciting ambiance and offering a holistic hospitality experience that is totally relevant to now. Radisson Blu flagship properties can be found in prime locations, including major cities, airport gateways and leisure destinations around the world. Radisson Blu Hotels & Resorts, part of the Rezidor Hotel Group, currently operates more than 230 hotels worldwide, with another 51 projects under development. Radisson Blu is a first class full service hotel brand with key differentiators such as the 100% Guest Satisfaction Guarantee and the Yes I Can! spirit of service.

Carlson, a privately held, global hospitality and travel company, based in Minneapolis USA), is the majority shareholder of The Rezidor Hotel Group. Together, Carlson and Rezidor have hotels in more than 90 different countries, 1,070 hotels in operation and 240 hotels under development.

An Overview of Dhaka Radisson Hotel

Radisson Blu Water Garden Hotel Dhaka

Airport Road, Dhaka Cantonment, Dhaka 1206, Bangladesh

Reservations: (800) 333-3333

Telephone: 880 2 875 4505-8 / 875 4555

Fax: 880 2 875 4504 / 875 4554

Location: Located next to diplomatic enclave & premium commercial hub

Proximity:

From the airport: 07 kms.

Located on the main city to airport road

Adjacent to diplomatic enclave & premium commercial hub and shooping area of the city.

Star Category: 5 Star deluxe

Hotel Chain: Carlson’s Property of Hotel and Resort

Welcome to the Business Hotel in Dhaka, Bangladesh

Sprawling over seven acres of manicured grounds and gardens with water features, the Radisson BLU Water Garden Hotel Dhaka offers all the conveniences of a business hotel with the atmosphere and amenities of an exclusive resort. Relax in its outdoor pool, unwind in its spa or enjoy a game of golf on its adjacent course. Stay at this hotel in Dhaka, Bangladesh and experience the difference.

Rooms & Amenities

Suit Room Suit Living Room Atrium Room

The Radisson BLU Water Garden Hotel Dhaka features 204 stylish rooms and suites with work desks, complimentary high-speed Internet, direct control air-conditioning, in-room safes, mini bars and ironing facilities. All of its comfortable Dhaka, Bangladesh hotel rooms and suites are designed to meet guests needs, whether people are traveling for business or leisure.

Its suites and hotel rooms in Dhaka feature:

Complimentary internet facilities
Tea/coffee making facilities
In-room safe
Iron/ironing board
Mini-bar and room service (available 24 hours)
Non-smoking floors and non-smoking rooms available
Radisson Club Floors with Club Lounge facilities
Remote controlled television with satellite channels
Self controlled air-conditioning
Telephone with direct international dialing

Deluxe Rooms

These hotel rooms in Dhaka are stylish and well appointed with a queen bed or two twin beds, a moveable work desk, armchair and wardrobe with drawers. The average size is approximately 28 square meters with double glazed windows and three point bathrooms.

Atrium Rooms

These guestrooms are contemporary in style and generous in size – approximately 36 square meters. Rooms have either one king bed or two double beds, a moveable work desk, armchair and wardrobe with drawers. All the rooms have double glazed windows with four point bathrooms.

Radisson Club Rooms

These spacious guestrooms are similar in style to the Atrium Rooms and include complimentary access to the Radisson Club Lounge. Located on the 6th and 7th floors of the hotel, these rooms feature additional complimentary amenities, including:

Access to Club Lounge
Airport transfer
All day refreshment in the Club Lounge (room guest only)
Breakfast at the Radisson Club Lounge
Evening canapés and drinks at the Club Lounge (guest only)
International newspaper in Club Lounge
Laundry and dry cleaning
Local calls and faxes from Club Lounge and telephone calls from room
Local English newspaper in room
Wakeup calls by butler service with morning tea/coffee

Executive Suites

These two-room suites are located on the 7th floor of the hotel and feature a large living area with separate bedrooms. The suite includes complimentary access to the Radisson Club Lounge and features all of the complimentary amenities of the Radisson Club Rooms.

Hotel Services

Swimming Pool

Dhaka Hotel with Internet Access, Pool and Spa Ideally located and exquisitely appointed, Radisson BLU Water Garden Hotel Dhaka boasts a comprehensive range of facilities and amenities that are sure to make your stay memorable. Guests at Radisson hotel in Dhaka, Bangladesh can enjoy the atmosphere of an exclusive resort and the conveniences of a business hotel, including wireless Internet access in public areas, a Business Centre with boardrooms and secretarial services, the largest conference, meeting and function facilities in Dhaka and undercover and outdoor car parking facilities. Radisson Dhaka hotel amenities include:

24-hour reception/concierge and room service
Two swimming pools and tennis court
ATM booth/bank and currency exchange
Business Centre with boardroom and secretarial services
Car rental and parking facilities
Dry cleaning and laundry facilities
Health Club with Spa and Beauty Salon
High-speed wired and wireless Internet access
Hotel installed with safety and security equipment, including fire and smoke detectors, fire sprinkler system, electronic door locks and CCTV
Safe deposit box at Front Desk.

Health Club

After a busy and hectic day, reward guest self with a lap in the outdoor pool, brush up guest tennis skills or tee off at the adjacent golf course. For serious-minded, health conscious people, energize the body at the modern gymnasium that features state-of-the-art fitness equipment. Guests can also enjoy the jogging trail on the hotel premises that offers the opportunity to energize and unwind.

Radisson Club Lounge

Experience a unique “hotel within the hotel,” where Radisson offer distinguished services and a host of amenities in an ambience of refined sophistication. The Club Lounge on Level 8 offers unparalleled premium service with an inviting and intimate atmosphere where all guest needs will be taken care of by its dedicated attendants. It has designed this private lounge with only one purpose in mind — to offer guest a sanctuary of peace and relaxation.

Additional Amenities for the Radisson Club Floor:

Complimentary breakfast at the Radisson Club Lounge
Complimentary laundry and dry cleaning
Complimentary airport transfers
Complimentary evening canapés and drinks at the Lounge
Complimentary local calls and faxes from Club Lounge
Complimentary local calls from room
Wakeup calls by Butler Service with morning tea and/or coffee
Access to Club Lounge where you can enjoy all-day refreshment service and international newspapers.

Sunduree Spa

Revitalize and rejuvenate the body, mind and soul in Dhaka’s first internationally managed spa. Enjoy a range of pampering health treatments in the Sunduree Spa, where guest leave feeling refreshed and rejuvenated. The holistic philosophy aims to harmonize mind and body in an environment of pure relaxation. The Spa also features a collection specially designed relaxation areas and treatment rooms where guest can indulge yourself with a range of mind, body and face treatments including aromatherapy and reflexology.

Groups & Meetings

The excellent standard of service at the Radisson BLU Water Garden Hotel Dhaka extends to its meeting and banquet facilities. The meeting facilities provide the perfect place for corporate and social gatherings. Whether guest are planning an exquisite party, wedding or business meeting, Dhaka hotel’s 30,000 square feet of flexible function space is sure to impress the guests. With creative catering options, comprehensive audio/visual service and an experienced meeting staff, guests event is sure to be a success.

Dhaka, Bangladesh hotel meeting rooms include:

Catering available
High-speed, wireless Internet access (fee: USD 20.00 per connection per day)
LCD projector available

Grand Ballroom

This is the largest ballroom in Dhaka and accommodates business groups and social gatherings of up to 1,100 guests in theatre style. The ballroom is also divisible into two rooms and offers flexibility for smaller groups and functions. The large pre-function area offers the perfect setting for pre-dinner cocktails or a reception.

Size: 10,000 square feet

Capacity: 1,100 pax.

Utshab-Banquet Hall

This is an elegant function room which accommodates business groups and social gatherings of up to 850 guests in theatre style. This banquet hall is located on the ground level with separate guest pick-up and drop-off points equipped with a modern audio visual system. The octagon-shaped pre-function area offers the perfect setting for pre-dinner cocktails or a reception.

Approximate size: 7,500 square feet.

Mallika Meeting Room

This meeting space is located on level 2 of the hotel and is suitable for small meetings, training sessions and banquets. Approximately 1,050 square feet in size, this meeting room can accommodate 70 guests in theatre style and 50 guests in round table setup.

Madhabi Meeting Room

This intimate meeting room is located on level 2 of the hotel and is suitable for small meetings, training sessions and banquets. Approximately 900 square feet in size, this meeting room can accommodate 65 guests in theatre style and 50 guests in round table setup.

Radisson Club Board Room

The Radisson Club Board Room, located on level 8, is an exclusive meeting room that offers boardroom setup for 12 persons and private rooms for closed-door meetings. This space is approximately 320 square feet in size and is adjacent to the Radisson Club Lounge.

Mahua Meeting Room

The Mahua Meeting Room is located on level 2 of the hotel and is suitable for small meetings, training sessions and banquets. Approximately 840 square feet in size, this meeting room can accommodate 35 guests in theatre style and 40 guests in round table setup.

Business Center Meeting Room

This meeting space, at the lobby level, offers a fixed boardroom-style meeting setup and can accommodate 16 guests. This room is approximately 550 square feet in size and is situated directly opposite of the Business Centre.

Business Center Executive Room

This intimate meeting space at the lobby level offers a fixed boardroom-style meeting setup and can accommodate 6 guests. This space is approximately 200 square feet in size and is situated within the Business Centre.

Dining

Radisson BLU Water Garden Hotel Dhaka offers a variable feast for the senses. The Dhaka hotel features seven on-site food and beverage outlets, including the Radisson Club Lounge. Its restaurants distinguish from other Dhaka hotels and serve the finest cuisines plus a wide selection of imported premium cigars and beverages. The bar also features live entertainment.

Water Garden Brasserie

Offering all day dining, the Water Garden Brasserie serves a hearty breakfast, quick snacks, a lavishly displayed international buffet and cook-to-order food stations for lunch and dinner. Relax and sit around the water feature room and watch the activity in the hotel’s busy lobby lounge.

Hours: 6:30am-11pm daily.Prices are subject to service charge and prevailing government tax

Sublime

A modern, yet elegant restaurant, Sublime is our hotel’s premier restaurant featuring the very best of Bangladesh produce with an emphasis on its finest – fresh, tasty, inventive and wholesome – cuisine. Sublime is the ideal choice for a superb evening out for any occasion.

Hours: 6:30pm-11pm daily

Spice & Rice

For an oriental meal, try Spice & Rice, a fun restaurant featuring Asian cuisine and a taste of the Orient. Sample a range of regional influences and specialty cuisine. Spice & Rice is a contemporary restaurant within a relaxed setting – sit at its action kitchen and let the chefs entertain guest for the evening with their culinary skills.

Hours: 6:30pm-11pm daily

Chit Chat

Adjacent to the pool deck and the Health and Fitness Center, Chit Chat is a place to enjoy with friends. While relaxing around the hotel’s pool, enjoy a refreshing ice tea, fresh lime frappe or milkshake accompanied by light snacks such as home-baked quiche, chicken pie, salad or sandwiches and a wide selection of pastries and cakes. Guests can dine in or take away.

Hours: 11am-9pm dail

Blaze Entertainment Lounge & Bar

Situated on the ground level with its own entrance, Blaze Entertainment Lounge & Bar is a swinging lounge where you can enjoy a game of billiards with friends or just enjoy the evening listening to the live entertainment and socializing in the casual atmosphere.

Hours: Sat-Thu 6:30pm-12:30am (closed Fridays)

The Cigar Bar

The Cigar Bar is an intimate, private retreat to relax and unwind. Its members and hotel guests enjoy the finest refreshments and a range of the world’s premium cigars, beverages and small snacks.

Hours: Sat-Thu 6:30pm-12:30am (closed Fridays)

Special Facility

Golf Special in Dhaka

Stay at the Radisson and Swing at the Army Golf Club

Enjoy one night’s stay at Radisson BLU Water Garden Hotel Dhaka in a Deluxe Room and play a round of 9-hole golf at the Army Golf Club.

The Golf Special includes:

One night’s accommodation in a Deluxe Room
Complimentary transportation between the Army Golf Club and the hotel
Complimentary golf club and individual caddy

Spa Special in Dhaka

Revitalize and Rejuvenate the Mind, Body and Soul

This Spa Package includes:

One night accommodation in a Deluxe Room/Atrium Room (depending on the package chosen)

Breakfast in the Water Garden Brasserie

One hour Thai massage in the Sundaree Spa*

Traditional Thai Massage:

Experience the world renowned Thai Massage. This massage concentrates on the pressure points of the whole body with muscle stretching movements to relax tight muscles and stimulate blood circulation.

Spice Special in Dhaka

Radisson BLU Water Garden Hotel Dhaka – Where the pace of city meets the peace of the water gardens. Enjoy genuine hospitality in our contemporary guest rooms (Deluxe or Atrium) with a hearty breakfast at Water Garden Brasserie and the oriental dinner experience at the Spice & Rice restaurant.

Groups & Meetings

With locations worldwide, Radisson has accommodations for guests every need. From hosting small meetings, to orchestrating large group events, it prides us on developing mutually rewarding relationships with our meeting planners and delivering a consistently satisfying experience.

Just a few of the advantages of meeting at Radisson:

Same day response time to RFP’s.
One point of contact – Work with one person for all guests event’s needs.
Radisson has a 100% guest satisfaction goal for every guest, If any one don’t satisfied with something, please let one of its staff know during the guest stay and he or she will make it right or guest won’t pay.
With over 400 Radisson locations worldwide, its doors are always open to the guest. Ready to greet any guest with its signature “Yes I Can!” TM service.
Free high-speed Internet access at most locations.

Social Events & Weddings

From family reunions to weddings – Radisson Hotel can handle the guest event from start to finish. At Radisson®, it is passionate about its “Yes I Can!” TM service philosophy which empowers employees to make sure that guests are completely satisfied with their stay. guests attendees will enjoy:

Meeting and banquet facilities to make guests event special in every way. Full service restaurant and room service. Free high-speed Internet access.

Save time by using its Online Request for Proposal. Its Online RFP helps guest build a complete group/meeting request by walking guest through each step. Guest can fill in as much or as little information as he wants. And their member profile, as well as each RFP, is automatically saved and can be copied forward and modified for future meetings, reducing data entry errors and saving time.

This Online RFP is fully integrated into a Hotel & Facility Search Directory. Simply select the facilities you are considering create the RFP and submit the request instantly to each of the hotels guest has selected. Radissons strive to respond within 24 hours. You will hear back directly from the properties you selected

Guests Event by Radisson

Book an event with Radisson and it will create a customized Web page for guest event. Guest attendees can go online anytime, anywhere, to book their room reservations, check driving directions and review all of the event details. So, we bring people together long before the actual event.

Book an event at Radisson. Provide the hotel contact with all the information for guest event. The hotel creates guests customized Web page. Simply distribute an e-mail with the customized Web page link to guest attendees. Attendees visit the web page at their convenience to reserve rooms, preview event details and local area information.

Guests, Enjoy with Accommodations:

Free high-speed Internet access
Meeting and Banquet Facilities
Restaurants and room service
Fitness centers and other recreational facilities
Gold points plus SM frequent guest program – earn points with every hotel stay and get great rewards worldwide. Not a member, join gold points plus. Planners are rewarded too; learn the benefits of gold points plus for planners.
Sleep Number bed by Select Comfort TM; available exclusively at Radisson hotels in the United States, Canada and the Caribbean.

Banquet Operation

Banquet

A banquet is a large meal or feast, complete with main courses and desserts. It usually serves a purpose, such as a charitable gathering, a ceremony, or a celebration, often preceded or followed by speeches in honor of someone.

Banquets have been used as a formal occasion for thousands of years. Royalty and higher classes have frequently thrown banquets for special events, such as birthdays, weddings, betrothals, and holidays. Some banquets are used to signing a treaty or agreements of some sort.

Business banquets are a popular way to strengthen bonds between businessmen and their partners. It is common that a banquet is organized at the end of an academic conference.

Sample Setup Diagrams

Banquet Style Setup (Staggered)

Specially in this table setup buffet and set menu are held on. It may be dinner or lunch program. Staggered array of 72-inch diameter banquet tables, eight chairs at each table. A minimum spacing of 5 feet is maintained between the tables.

Boardroom Setup

It is a private room for closed-door meetings. Basically some company’s executive meetings are held on. The 4 ft. x 12 ft. oval table is available only in Room 600, the Boardroom.

Banquet Style Setup (Standard)

It is called also called straight cut table setup. In this table setup buffet and set menu are held on. It may be dinner or lunch program. Standard array of 72-inch diameter banquet tables with eight chairs at each table. A minimum spacing of 5 ft. is maintained between the tables.

Hollow Square Setup

By this setup some company basically their annual general meetings are held on. Rectangular tables measuring 72 inches x 18 inches are arranged in a square or rectangular shape with two chairs at each table along the outer periphery

Theater Style Seating

Chairs are placed side by side in rows. Aisles can be added between rows in large areas such as the conference center training rooms. Theater style setups in these areas normally include at least one aisle for smoother traffic flow through the room. Larger meeting and conference are held on by this setup.

Classroom Style Seating

By this setup basically some airway company, some privet or multinational company take their written exam or interview or training program. By this style the hotel authority provide pad, pencil and water. Five tables per row, two chairs per table, ten seats per row. A minimum spacing of approximately 44 inches is maintained between each row of tables to provide comfortable access for students. The maximum seating capacity is dependent on the room size.

Computer Lab Floor plan

By this setup generally Company’s annual general meeting and some IT related program held on. Each computer lab is equipped with installed student computer desks, a wall-mounted projection screen, LaserJet printer, Nova presenter’s podium, etc. Seating capacity varies from 22 to 26 students per lab.

Herringbone Style Banquet Room Setup

Herringbone style setup is for dinners that will involve a speaker. Some privet exam also held on. The alignment of the tables allows for most guests to be comfortable while facing the speaker. The tables are turned at an angle toward the head/speaker’s table. Chairs are placed on both sides of the tables. If using standard 8 foot banquet tables, it is recommended to place 3 chairs on each side due to some guest wanting to turn their chair a little more. Placing 4 chairs on each side is perfectly fine if needing be.

Classic Banquet Style Placement

Classic banquet style table placement consists of long rows of rectangle banquet tables with seats on both sides. This setup will allow for the most seats in a room. Notice in the picture to the right an extra person is added at the “joint” of each table. The setup allows for a head table to be placed at the front of the room, like shown in the illustration. Some bank or privet company’s training programs are held on by this setup.

U-Shape Setup

All U –shape setup are use for any company’s AGM or multimedia presentation. Rectangular tables measuring 72 inches x 18 inches are arranged in a square or rectangular shape with one end of the shape open forming a horseshoe or U-shaped setup with two chairs at each table along the outer periphery of the shape.

U Shaped Banquet Setup with Head Table inside U

The U shaped setup works well for presentations where there will be interaction between the guests, and the speaker. The speaker can walk up and down the hollow box inside the “U” interacting with the guests. This style setup can be used for meetings, dinners, or watching films. When setting up “U” shaped, we may place a video projector etc. at the front of the hollow part of the “U”.

You may also place the head table inside the legs of the “U” like shown in the picture to the right. This table placement adds 3 seats minimum to the head table.

U Shaped Plus Setup

The U shaped plus style can be used when space is limited. Chairs are placed in the “hollow” part of the U. This is takes away some of the advantages of the hollow part of the U.

Auditorium Style

Auditorium style setup is very similar to theatre style. The chairs in the outer area are angled toward the speaker more so than the inner. The auditorium style setup basically use for larger conference or some university’s convocation program or any prize giving ceremony.

Conference Style

Conference style is great for critical thinking discussions. This is the most productive setup when decisions need to be made. Here, the board of directors all in one place, so we can develop our action plans in great time. Common setup includes 4 eight foot tables. Conference style is NOT ideal for groups of more than 30 people. For groups of more than 30 and discussion/interaction needs to be made, U shaped is ideal. It may use for ant V.I.P booking and any other meeting with lunch or dinner program.

The illustration to the right is setup for 22 people. 4 30×96 tables are used, and it utilizes 1 extra chair at the “joint” of the tables.

Banquet Event Order

A Banquet Event Order is a document, usually created by an Event Coordinator/Food & Beverage Manager. It contains the most of the following information;

Date of Event Contact Information Billing Information Type of Event Guest Count Room or Location Timeline of Guest arrivals, ceremonies, presentations, appetizers, cocktails, meals, desserts, toasts, coffee service, auctions (silent & live) etc. In-depth details of room set-ups, location set-ups, bar set-up, buffet set-ups, table set-ups, including table sizes/types, linen, glassware, flatware, dance floor, stage, lights, audio/visual, chairs, etc. Description of Menu, entree counts, price per person Description of Bar Services, corkage, type of beverages preferred alcohol, etc. Additional resources labor & staffing Cost breakdown

In essence, a “footprint” of the entire event, from start to finish, no detail left to chance. No BEO is perfect however, as changes are ongoing up to and during any event. An event is a living, breathing “thing” and must be lovingly guided to its successful conclusion. Yeah, right!

Job Description of the Banquet Staff

Banquet Manager

Duties: Plans, organizes, and manages the food and beverage service for an organization or business

Alternate Title: Caterer; Catering Manager

Education and Training – Hotel and catering management; dietetics and nutrition; food science and technology; bachelor’s degree in hospitality management or a related field

Experience – Supervising and managing people; good oral and written communication skills; good business and finance skills are valued

Special Skills and Personality Traits – Proficient in Windows, spreadsheet, and word processing; able to handle multiple tasks simultaneously; active participation in community and civic activities to establish contacts; great interpersonal and management skills

Licensure/Certification – Voluntary designation as a certified professional catering executive

A catered event may mean a meal for a dozen or several hundred people. Unlike a restaurant meal, where each diner selects an appetizer, salad, entree, and dessert, from a full menu, the catered meal may include a number of hors d’oeu-vres presented by the waitstaff circulating through the room, and then one choice of each course (although there may be a selection of two or three entrees due to dietary considerations) or a series of food stations. At a sit-down dinner that means each course of all dozen or several hundred meals has to be ready to serve at one time. The Banquet Manager makes sure the quality, consistency, eye appeal, and taste meet or exceed the standard for the property.

The Banquet Manager controls and organizes the work of the catering team to provide good quality food within budgeted costs. He or she selects and trains staff, monitors and evaluates the service provided; budgets to ensure maximum profitability of the operation, while following health and safety regulations; and maintains a high level of customer contact. The Banquet Manager may also be in charge of audiovisual services. If the banquet hall or facility has union contracts with some or all of the employees, the Banquet Manager must be aware of all union policies.

A Banquet Manager may provide catering services at banquet facilities, hotels and resorts, conference centers, houses of worship, schools, and other venues. He or she may need to supervise several banquets at the same time.

Working with the catering sales, culinary, and food and beverage staffs, the Banquet Manager develops both standard and creative menus and marketing strategies to deliver quality food at the least expensive price and most profit for the catering service. The Banquet Manager may make sales calls to potential clients and develop a “most wanted” or “top 20″ client list. He or she works with outside planners and vendors for special events and may participate in community and civic activities to establish a network of people and companies that could create booking opportunities.

Supervising the work of dozens of people, including the wait staff and bartenders, who set up, serve, and clean up after the function and overseeing the preparation of hundreds of meals to be served as simultaneously as possible can be extremely stressful.

Travel may be involved if the Banquet Manager attends meetings and trade shows to discuss their catering capabilities with meeting planners from various organizations and associations. Working hours often include weekends, holidays, and evenings because banquets are frequently held at those times.

Employment Prospects

Banquet Managers are always in demand at convention centers, banquet facilities, hotels and resorts, colleges, hospitals, and other venues. Almost any place in the country has such facilities, so there is a wide selection of beach, mountain, city, and country settings.

Advancement Prospects

A Banquet Manager with a good food and beverage background combined with sales and management can advance to overseeing several banquet facilities or open his or her own banquet and catering business.

Education and Training

A degree of hospitality or sales and management as well as training in banquet operations are essential.

Special Requirements

The National Association of Catering Executives awards a voluntary Certified Professional Catering Executive designation.

Experience, Skills, and Personality Traits

A Banquet Manager should have a flair for customer service and be able to train and manage the people he or she supervises. Strong organizational and computer skills are required.

Unions and Associations

The International Caterers Association, the National Association of Catering Executives, and the Leading Caterers of America are educational organizations for the catering industry, with publications, seminars, workshops, and demonstrations.

Tips for Entry

Become familiar with food and beverage and banquet operations by working as a server or in the office of a banquet facility.
Talk with caterers and Banquet Managers, asking their advice about career choices, internships, and apprenticeship programs.
Establish a network of people in the industry by attending local association functions.
Subscribe to trade publications or read about current trends and developments on-line.

Assistant Banquet Manager

Assistant banquet managers participate in day-to-day banquet operations and the delivery of banquet events. Assistant banquet managers are responsible for supporting banquet, meeting and event venues. This includes coordinating banquet logistics, and working in conjunction with the director of banquets, catering staff and event planners. Assistant banquet managers thrive in their dynamic work environment; they actively participate in day-to-day banquet operations, and provide hands-on support to deliver banquet events.

General Duties and Responsibilities

Key activities performed by assistant banquet managers include supervising banquet event operations, coordinating banquet staff, and overseeing banquet logistics. They regularly interact with the director of banquets, catering/kitchen staff, and event planners to set-up and turnover banquet events. Banquet event logistics generally comprise food and beverage service, preparation, and post-event clean-up. Assistant banquet managers with supervisory responsibilities also perform HR duties, including interviewing, training, supervising, coaching and evaluating staff.

Assistant banquet managers do not adhere to a typical office work schedule. They often work extended hours, including evenings, weekends and holidays.

Banquet Event Operations

All elements of banquet event operations, including coordinating catering staff, food and beverage setup, and post-event clean-up, are the responsibility of assistant banquet managers. They ensure banquet events are appropriately staffed, and also set work expectations with the staff responsible for servicing an event. Assistant banquet managers adhere to standard operating procedures, and comply with regulatory requirements, including post-event sanitation, and food and beverage licensing.

Customer Relations

In the absence of, or supplementary to the director of banquets, assistant banquet managers interact with customers, event planners and other event stakeholders, and simultaneously manage numerous banquet details. Their work environment is fast-paced, busy and at times stressful. Assistant banquet managers consistently exercise sound business judgment and diplomacy when meeting with stakeholders, resolving conflicts, and managing unexpected changes to banquet details. They maintain a professional demeanor in all situations, and motivate staff to deliver a memorable event experience.

Physical Requirements

The nature of the work is dynamic and will vary from event to event; however, assistant banquet managers typically have hands-on involvement in the staging of events. Staging activities include a variety of physical tasks, such as the lifting of heavy objects, climbing on ladders, handling food and alcohol, loading serving carts and trays, stocking supplies, and garbage removal. Assistant banquet managers are also on their feet for extended periods of time. During events, they maneuver through crowds and staff to manage banquet activities, and ensure banquet event operations are running smoothly.

Skills and Qualifications

Individuals interested in pursuing the position of assistant banquet manager should have a high school diploma or GED equivalent; a bachelor’s degree is preferred. Employers typically require one to two years of banquet-related experience, in addition to local state permits for food and beverage handling.

Assistant banquet managers maintain a professional and well-groomed appearance, particularly during banquet events. They are detail-oriented and articulate, possess exceptional interpersonal skills, and communicate banquet information effectively, both verbally and in writing.

Banquet Coordinator

A banquet coordinator needs strong organizational and leadership skills. An important position in the hospitality and food service industry, a banquet coordinator plans and oversees food, beverage and entertainment events held at restaurants, hotels, convention centers or resorts. Luncheons, awards presentations, fundraisers, fashion shows, conventions and wedding receptions are among the events a banquet coordinator may be involved with. With much detail-oriented work that often involves long hours, the role can be stressful but also rewarding for those with good organizational, leadership and relational skills.

Sales and Marketing

Besides booking facilities, some banquet coordinators are responsible for promoting and selling their employer’s services to prospective clients. A company planning a convention or a bride-elect seeking a reception hall may narrow down their choices by speaking with banquet coordinators, who should be able to thoroughly describe their services, outline how the services would be coordinated, advise and make recommendations based on the client’s desires and be able to work within various budget conditions.

Food Planning and Coordination

Banquet coordinators should be knowledgeable of food preparation techniques and styles as well as liquor laws and regulations. Once the client has made her food and drink selections, the banquet coordinator ensures that everything is prepared and presented to the client’s expectations. This involves communicating with chefs, food and beverage managers and wait staffs, as well as sometimes interviewing and hiring caterers and instructing their staff. The banquet coordinator supervises the setting up of facilities, taking care that enough tables, chairs and serving areas are available and arranged for easy access, that name cards are properly placed, linens are clean and that all serving and eating utensils are available. They are watchful that food and drink not run low and that all areas of the banquet facility remain clean and free of clutter. It is also vital that banquet coordinators be aware of all health department rules and regulations pertaining to food service.

Organizing Facilities

The banquet coordinator covers all the bases in making sure the event is not lacking any provisions required for smooth operation. This includes conferring with technical, construction and maintenance personnel to make sure microphones are in place and working, all electrical outlets and smoke detectors are in safe and working condition, and that screens, projectors, computers and all other audio and video equipment is set up and properly placed. The banquet coordinator makes sure that podiums for speakers, stages for bands and facilities for DJs are secure and in place and that all lighting and sound systems are tested. They will also direct florists, caterers, decorators and entertainers on where to deliver, arrange and store items needed for their specific roles in the event.

Troubleshooting

While the goal of a good banquet coordinator is to see events proceed without any complications, situations can arise that are beyond the coordinator’s control. This could include employees calling in sick at the last minute, technical glitches with equipment and inclement weather threatening to ruin an outdoor event. Successful banquet coordinators will anticipate problems and have back-up plans in place as well as people available who can rectify such situations. The banquet coordinator must be a problem solver who can make quick decisions and delegate responsibilities while remaining professional and pleasant in the midst of a stressful situation.

Career Preparation

Many establishments prefer that banquet coordinators hold a bachelor’s degree in hospitality management, business or a similar area of study. Experience is also key to earning this position, and many coordinators launch their careers by starting out in the lower ranks of food service.

Food Operations Manager

This is responsible administrative and supervisory work in food service management. An employee allocated to this class is responsible for planning, organizing, and directing a diverse staff of food service personnel in a multiple type food service operation which may include catering/banquet service, full service restaurant, and specialty snack food service. Work requires the application of considerable judgment and initiative in planning work programs; staffing for cash food service and catering/banquet functions; requisitioning and purchasing food supplies; training employees in food service and preparation. Receives requests for catering/banquet service, plans and prices menus, and supervises operations at location where catered service or banquets are held. Direction is received from an administrative superior on matters pertaining to operating policies and special menus. Work is evaluated through observation and in terms of customer reaction.

Duties and Responsibilities

Provides overall management for a major food service unit.
Plans, organizes, assigns, and supervises the work of a number of diversified personnel engaged in food preparation and service.
Observes quality of food service and gives instructions for maintenance of high standards.
Develops and prepares menus according to sound dietary principles.
Develops, prepares, and prices menus to satisfy customers’ desires; promotes cash sales and catering/banquet service.
Coordinates catering/banquet service activities; recommends menus to customers.
Works as necessary to insure customer satisfaction, which may include occasional odd hours and/or remaining on-call for problem solving.
Reviews inventory and requisitions and purchases food supplies as required; makes direct special purchases.
Assigns and trains personnel and determines work schedules.
Interviews and hires employees; evaluates employees’ performance; resolves minor employee grievances.
Performs related work as required.

Education and Experience

Graduation from an accredited college or university including or supplemented by course work in dietetics and restaurant management and considerable management experience in a high volume food service unit; or any equivalent combination of training and experience.

Knowledge, Skills and Abilities

Thorough knowledge of institutional or commercial food service management procedures and practices.
Considerable knowledge of health and safety requirements applicable to an operation providing cash food service and catering and banquet service.
Considerable knowledge of food values, nutrition, and menu planning.
Ability to control and manage food service operations.
Ability to supervise the work of others.
Ability to prepare work schedules for employees and to instruct subordinates in food service procedures.
Ability to maintain a variety of operating and general records and to prepare reports.
Ability to interact well with customers requesting service.

Job Description for a Banquet Captain

A banquet captain is food services professional. Typically employed within a hospitality facility (e.g., hotel, casino, convention center, banquet hall), he oversees each aspect of a catered event, from the initial planning to cleaning the hall. Supervising all staff, he works in the background while liaising with the host, who faces the customers.

Job Responsibilities

Captains may serve as bartenders. Managing the entire banquet staff, the banquet captain assigns duties to each team member for every event. At the beginning of each shift, she inspects everyone’s uniform. During an event, she maintains constant contact with the host, who is on-site, to ensure that everything runs seamlessly. Liaising with housekeeping, she ensures her facility remains clean and tidy. She maintains detailed reports for management regarding each event that is held. When needed, she may work the floor at events, pinch hitting as server or bartender. Additionally, she resolves guests’ complaints and maintains the authority to refuse alcoholic beverages to intoxicated customers.

While banquet captains are primarily found in restaurants and hospitality facilities, there are other nontraditional employers who routinely hire these professions. Many organizations, particularly Fortune 500s, keep a banquet captain on staff to manage large corporate functions as well as the executive dining room. Private clubs (whether they be sporting, health, gentlemen or affinity) typically possess formal dining facilities that are used for both casual and formal affairs. A banquet captain seeking employment may find work to be had in these institutions. Additional nontraditional work environments include convention centers, event planning firms and, sometimes, even hospitals.

Qualitative Requirements

Good customer service is plays an important role to the qualitative requirements. To successfully perform the duties of a banquet captain, a candidate must be able to communicate effectively, both orally and in writing. Her customer service skills must be top notch. She must also have an extraordinary knowledge of food preparation. With regards to management skills, she has to possess the ability to inspire and motivate her team. Physically, she must be fit, as this role may require that she lift large amounts of weight as well as stand for long periods of time. Additionally, she must thrive in an ever-changing, fast paced environment.

Educational Requirements

Candidates need a high school diploma.

A 4-year degree is not required to become a banquet captain. Candidates must, however, possess a high school diploma or equivalent. Additionally, the successful candidate typically must possess a minimum of 3 to 5 years of professional experience as a server and manager within a food services or hospitality facility of similar size to the one in which he would like to work.

Banquet Server

A banquet server serves food and beverage to patrons and provides table maintenance and room setup and tear down. Food orders may or may not have to be taken depending on the menu selections for the event. Banquet servers may work in restaurants, hotels, banquet halls or private service companies. You may adopt your own serving style, but many establishments have their own requirements such as uniform, greeting, attitude etc. This position requires excellent customer service and ability to work under pressure.

Work Environment

Food and beverage service workers are on their feet most of the time and often carry heavy trays of food, dishes, and glassware. During busy dining periods, they are under pressure to serve customers quickly and efficiently. The work is relatively safe, but care must be taken to avoid slips, falls, and burns.

Part-time work is more common among food and beverage serving and related workers than among workers in almost any other occupation. In 2004, those on part-time schedules included half of all waiters and waitresses, and 40 percent of all bartenders.

Food service and drinking establishments typically maintain long dining hours and offer flexible and varied work opportunities. Many food and beverage serving and related workers work evenings, weekends, and holidays. Many students and teenagers seek part time or seasonal work as food and beverage serving and related workers as a first job to gain work experience or to earn spending money while in school. Around one-fourth of food and beverage serving and related workers were 16 to 19 years old—about six times the proportion for all workers.

Getting the Job

Newspaper classified ads, employment offices, and Internet job sites may provide employment leads.

Job Advancement

A banquet server may advance into one of the following:

Bartender
Sommelier
Restaurant Manager
Food and Beverage Manager

Earnings and Benefits

Food and beverage serving and related workers derive their earnings from a combination of hourly wages and customer tips. Earnings vary greatly, depending on the type of job and establishment. For example, fast-food workers and hosts and hostesses usually do not receive tips, so their wage rates may be higher than those of waiters and waitresses and bartenders in full-service restaurants, who typically earn more from tips than from wages. In some restaurants, workers contribute all or a portion of their tips to a tip pool, which is distributed among qualifying workers. Tip pools allow workers who don’t usually receive tips directly from customers, such as dining room attendants, to feel a part of a team and to share in the rewards of good service.

Tasks and Responsibilities

Greet patrons
Greet patrons and familiarize them with the food and beverage menu.
Perform duties
May be required to present with food and beverage options, take orders, make recommendations, and answer questions regarding the food and beverage.
Act as point of contact
Act as the point of contact between the patron and bar and kitchen staff.
Make recommendations
Make recommendations on wine selection with meals.
Serve
Serve food and beverages.
Perform duties
May require preparation of specialty food and beverage items at the table of the patrons.
Present bill
May have to present bill and payment transaction of the patron.
Report to supervisor
Typically reports to a supervisor.

Education and Skills

Completion of secondary school may be required.
Apprenticeship
Formal banquet servers may require completion of apprenticeship program.

Experience

Customer service skills, wine expertise, and ability to follow instruction and abide by guidelines are required.

Key Work:

Banquet servers work for hotels, resorts, conference centers, caterers and restaurants. The duties of a banquet server typically fall under food service and presentation.

Set Up:

Banquet servers are typically required to help set up the banquet room as specified in the event contract. This can include moving chairs and placing table linens and place settings upon the table, according to the employer’s standards.

Passing Service:

For some events, banquet serves circulate through the room, carrying platters of food. They approach guests and offer them whatever food they are serving, describing it to guests as needed.

Plated Service:

For a seated dinner, banquet servers are responsible for ensuring the prompt delivery of food to guests. They may also need to ensure that guests are served with the correct entree, and that their needs are met throughout the meal.

Buffet Service:

At a buffet, servers are required to keep the buffet neat and the selections well stocked. They may also be responsible for dishing out servings or carving meat for guests in the buffet line.

Clean Up:

Throughout the course of the event or at its conclusion, banquet servers remove used dishes from the tables and transport them to the kitchen for cleaning. They may also be responsible for transporting linens to the laundry or returning tables and chairs to storage.

Customer Service and Food Safety:

A chief duty of banquet servers is to provide friendly service to the host and guests of the event, ensuring that their needs are met and that their event is a positive experience. Banquet servers are also to practice food safety regulations as set forth by their employer, such as hand washing.

The Assignments for a Banquet Server:

Banquet servers must be team players.

A banquet server has many different assignments and job duties during a typical service. In order to have a successful banquet, the servers must be attentive, knowledgeable about food and wine, work well under pressure, and maintain a professional appearance at all times. Certain companies require that banquet servers work as apprentices before working on their own. Also, servers may need to take special food-handling classes and obtain certificates for that training before they are allowed to work.

Preparation Before the Banquet:

Banquet servers are responsible for setting up the room. They set up the tables, chairs, linens, china, glassware, silverware and centerpieces. Servers also place other miscellaneous items on the table, such as water pitchers, salt and pepper shakers and rolls. They should review the menu to make sure that they are knowledgeable about the food and beverages that are being offered.

Greeting the Guests:

Banquet servers promptly greet the diners upon their arrival and present them with the menu. Servers should offer food and beverage recommendations to the guests and subsequently take their orders, making a note of any special requests for the kitchen staff.

Serving the Guests:

Banquet servers bring the beverages to the guests while the food is being prepared. Once the kitchen staff is finished with the food, the servers bring it out to the diners. Ladies must be served first, and the food is served from the left side of the diner. Servers should keep an eye on the guests’ beverages and not let their glasses become empty.

Keeping Up the Pace:

Banquets are usually large affairs, so banquet servers need to work quickly during the service while still maintaining their cool. It is important to work as a team with other servers, the kitchen staff and management, taking on extra duties if needed to keep things running smoothly.

Wrapping Up the Service:

Once the diners have finished with their food, the servers remove the dirty plates immediately, picking them up from the right side of the guest. If the host of the banquet is not paying for the food and beverages, servers need to present the bills to their guests and process the payments.

After the Banquet:

After the banquet is over, servers are responsible for removing all of the glassware, china, silverware, linens, centerpieces and miscellaneous items. The linens must be removed from the tables, and then the tables are broken down and put away along with the chairs.

Banquet Facility Sales Manager:

A banquet facility sales manager sells and coordinates banquet services for clients.

A banquet facility sales manager, often referred to as a banquet manager, is a professional who sells, organizes and manages banquets for clients at a meeting facility. These professionals are often employed by hotels or convention service providers.

Qualifications

Employer qualifications can vary for this occupation depending on the size of the banquet facility, but most employers prefer candidates with a bachelor’s degree in business administration, hospitality management or a related discipline. Employment opportunities may increase for those who obtain the Certified Meeting Professional (CMP) credential from The Convention Industry Council.

Responsibilities

Banquet facility sales managers work with clients interested in holding one or several banquets at the employer’s site. This includes calling potential clients, providing tours of the facility, creating proposals and coordinating banquets to meet the clients’ needs. This involves coordinating banquet staff, food and drink menus, entertainment or required audio/visual equipment and ensuring the satisfaction of clients. A banquet sales manager oversees events in a banquet facility. A banquet sales manager is responsible for coordinating events, within budget, held in banqueting establishments such as hotels. They must ensure food, staff and facilities are presented immaculately and that events run smoothly.

Education

Diploma Guide notes that employers typically seek those with a bachelor’s degree and relevant experience. Courses in hospitality management are beneficial. Banquet sales manager must have a firm grasp of the financial aspects of managing a banqueting facility.

Skills

Strong leadership qualities and good organizational skills are important to the role. Charter One Hotels notes that banquet managers should have a goal-orientated and “can do” attitude.

Responsibilities

Responsibilities vary between establishments. Charter One Hotels reports that banquet sales managers must drive revenue and bookings, provide proactive customer service, function as part of the hotel’s key management team and work towards sales targets.

Considerations

Diploma Guide reports that many banquet sales managers start their careers in junior roles, such as serving roles, and work their way up through gaining educational qualifications and a long work history.

Banquet House Attendant Job Description

Job purpose of banquet house attendant is to set-up, clean and maintains meeting and banquet rooms following the standards of service as set by hotel management.

Key duties/responsibilities of banquet house attendant:

Replenish water requirements as specified or requested.
On a continuous basis, keep service corridors, pre-function space, and storage areas clean, organized and unobstructed.
Upon customer request, locate and deliver convention material to designated location.
Perform other duties as requested, such as moving furniture in and about the hotel.
Regular attendance in conformance with the standards, which may be established from time to time, is essential to the successful performance of this position.
Employees with irregular attendance will be subject to disciplinary action, up to and including termination of employment.
Relay any problem situations or damaged areas to Banquet Management in a timely manner for immediate action.
Properly clean and set meeting rooms and banquet functions per specifications on resume and BEOs or as given by banquet management including vacuuming floors and cleaning walls and windows/mirrors.
Proper care, movement, storage of all equipment such as tables, chairs, risers, dance floor lecterns is required.
Proper control and storage of meeting room supplies such as linen, pads, pens/pencils and candy, etc. are required.
Service every meeting room by emptying trash, removing dirty plates, cups, linens and glasses, and replace as necessary.
Straighten all chairs.
Perform other duties as requested, such as moving office furniture and cleaning carpet and chairs.

Banquet Porter Job Description

Banquet porter job description includes key duties/responsibilities:

Keep portable Bars clean at all times.
Help take trolleys full of dirty dishes to kitchen area.
Always works in a quiet, orderly fashion so as not to disturb meetings that are in progress.
Ensures Banquet check list is completed on a daily basis.
Performs any other duties as required by management to ensure customer service.
Set-up all meeting rooms as per customer requests.
Clean out rooms at end of function and re-set rooms for next function.
Refresh all rooms during lunch break.
Ensure all Banquet rooms and storage areas are clean at all times and kept in proper condition according to company standards.
Take empty beer bottles to receiving area at end of night.

Banquet Bartender Job Description

Banquet bartender job description includes key duties/responsibilities:

Read and understand all particulars of Banquet Event Orders, including start time and beverage requirements.
After function, remove inventory and all beverage equipment to proper storage.
Retrieve and store bar glassware to proper storage.
Work effectively and efficiently with the banquet team.
Expediently communicate any challenges, guest complaints or requests to the Banquet Captain.
Respond to the Banquet Captain’s instructions and directions.
Observe all safety procedures during the execution of assigned duties.
Maintain a positive and professional attitude towards guests, co-workers and management
Arrive at scheduled start time in appropriate uniform and ready to work.
Uniform must be neat and pressed.
Fully knowledgeable in drink recipes.
Knowledge of laws of liquor service.
Keeps work station clean at all times.
Ability to set-up Banquet Function Bar set-ups.
Collect all necessary equipment, beverages, etc. to set up designated area.
Polish all glassware and prepare needed bar fruit.
Provide beverage service to guests in a professional and courteous manner consistent with established standards and levels of excellence.
Report to Banquet Captain before ending work shift.
Other duties as assigned.

Food and Beverage Service Methods

Food service may be defined as that phase of the food flow mainly concerned with the delivery and presentation of the food to the customer, after the completion of food production. In some situations food service may include an element of transportation due to the separation of the food service facilities from the food production. For an example of a centralized cook-freeze operation serving peripheral units.

Beverage service may be defined as that phase of the beverage flow wholly concerned with presentation of the beverage to the customer after the completion of beverage production. In beverage service there may be little or no element of transportation as the beverage production service facilities are really separate by any real distance.

The system chosen must be in keeping with the total concept of the catering facility and be perceived as value for money by the customer.
An ability to display food and beverage attractively and provide facilities to preserve the temperature, appearance and the beverage production quality of the food and beverage products, for example, buffet and cavalries.
Offer good quality control. This is particularly important in self service display cabinet where numerous portion of similar food and beverage product may be offer for sale.
Provide an efficient service. If dining in a high class restaurant. The customer usually has more time available to consume his meal than if he is dining for example self service cafeteria, but even in this market of more leisurely dining the service should not be too slow.
Provide an atmosphere of hospitality and attractiveness; organization and cleanliness should be emphasize throughout.
Ensure good standard of hygiene and safety are maintained. Chances of contamination of food and equipment are increased in proportion to the number of food handlers, and the length of time the food is held.
Operate with the cost and profit targets of the establishment, as detailed in the catering and financial policies.

Classification of Food Service Methods

The Buffet

The buffet is a method of food service which is a modification of true self service. It is a food service arrangement in which foods are displayed attractively on one or series of tables, and presentation is an all important factor. Customer collects a plate from the end of the table and move along it helping themselves to the food of their choice. Buffets may be a combination of a hot and cold food.

Counter or Bar Service

This method of food service is an appropriate example to illustrate the transition between self service and waiter service as it offers and informality of the self service methods and yet also combines that degree of extra service giving to the customer commensurate with waiter service. In bar service customer sits on tool or chair at a counter, the shape of which may be a straight line or as is more usual U-shaped.

Table Service

There are a number of different style of table service, there include the following.

American service in which the guest’s meal is portioned and plated in the kitchen, brought into the restaurant by the waiter and placed in front of the customer.
French service which is the most elaborate of the table service methods, involves preparing the guest’s food in the kitchen, arranging it on salvers which are then brought in to the dining room and placed on a small cart called guerdon.
Russian service this style of service illustrates the food service method commonly referred to as silver service, the food is prepared and portioned in the kitchen and placed on the silver salvers which are then taken in to the restaurant. A dinner plate is placed in front of guest and the food plate served on to the guest’s plate.
English service which is the least common of all the table service methods described and is usually only used for privet functions. The food is prepared in the kitchen, but not portioned; instead the complete joint of meat, for example a whole turkey, is presented to the guests before carving. The host or one of the service personnel then carves, and the plate is then placed in front of the guest.

Bar Staff & Customer Care

People who are involved in the service of food and drink must be acceptable with customer. They should have good personal hygiene, appearance, pettiness and skill etc. Good health is an essential requirement for a bar person as the jobs demand long hours of working and standing. Body odor, bad breath is both unacceptable and can be unpleasant for a customer to be served by somebody having such health problem. Staff should be daily advised to wash regularly and take daily bath. Should also be advised to use antiperspirant.

The staff should be advised not to touch mouth, nose etc. and the handle glasses without washing hands. They should be taught not to cough, spit, sneer, over drinks. They should be prevented from smoking while on duty. Attention should be given for proper bandaging of cuts, burns etc. if any and to keep clean all service cloths etc.

In general, staff should keep good health standards and habits. Bar staff should be positive in their attitude and be happy. They must not be clumsy and should not lean on a table or bar counter or side board rather they should look smart and alert during duties. They should speak properly in low voice but audible as the bar is noisy place. Customer should not be annoyed or impatient while communicating with the bar staff.

The bar staff should be able to welcome customer properly with smile. They should also be tactful and diplomatic communicating things particularly. When a customer has problem or complaint cheerfulness and good spirit creates happy atmosphere which is very essential in bar and it also helps to diffuse difficult situations.

The customer is entitled to be treated nicely and pleasantly. The bar staff punctuality and reliability is very important their absence will disturb the show which even GM etc. can not compensate. It is unlike office job’ – in the bar, show must go on. Self confidence comes with knowledge, and experience Bar staff must believe in his/her own ability and he/she must be able to project this to the customer.

A lack of confidence on the part of a bar man or sommelier may lead to a loss in sales and may be cause of accidents as well.

At times a customer can be very difficult to serve. He may create problems unwarranted and may appear to be objection able to the bar staff. The bar staff must always keep his cool and be polite, usually the customer will then calm down. If the situation can not be handled by the staff concerned he/she should ask a superior to deal with people. For this one should know how others think and react to certain situations.

Team work and communication: The whole establishment as well as the food and beverage services section must work as a team. This is essential to cooperate with other departments and to give them information which may be useful to them. For example, a bar man may notice that a party of 20 customer arrived when he/she knows that the place is expecting only 15. This information should be passed immediately to concerned authority so that whole team can serve to the satisfaction of the customers.

For a pleasant and efficient working, staff should work together and help each other. This is achieved without doing anything extra at all.

A pleasant and efficient working atmosphere will only be achieved by people thinking of other rather than just them. Staff should be polite and respectful to supervisors and should follow their instructions. Staff who can accept criticism and act upon will become better at their job and get more job satisfaction.

If staffs are to do good job, they must be motivated. In order to motivate one has to be firm at the same time friendly. The staffs need to feel that superiors are really interested in them and that they are trying to help them. It is important to offer praise when they deserve it or things are well done. It is advised to give credit where credit is due rather than snatch the credit for one self when other has earned it. Staff should be offered advice and encouragement when it is so needed to help the staff to perform and finish his task to perform and finish his task properly. This can be done with smile and friendly way so that the staff feels at ease. Instructions should be such that they are clear and unambiguous and that the staff to whom they are given understands them.

From the above paragraph, it is seen how important the staff is and his attitude for providing services to the customer and to look after them. We know that good service is difficult to define or measure as it is a subjective matter because

Service even in the same country can be looked into differently by people with different education, culture and background.
Depending on mood and needs the service can be perceived differently.
People have different standards of quality.

However, it may be noted that when guest “expectation” is “realized” in a situation it is termed as “good service”. If it is not, then it is “bad or substandard service”. When guest’s “realization” is more than his “expectation” -then it is “excellent services”

Here are three parties involved in customer care

Establishment
Customer
Staff: The benefit of good arid effective customer care is felt and shared by all the three parties in’ establishment, customer and employee. ‘

These benefits may be outlined as follows

For the establishments (Bar or Hotel)

Satisfied guests
Goodwill
Increased sales and, profit
Good “word of mouth” publicity
Staying above competition
Job satisfaction of the employee
Repeat business For the staff
Good relation with guests
The satisfaction to see guest happy
Satisfaction of doing good job
More happiness and less stress For the customer
Happy experiences
Happy and satisfactory surroundings
Helpful and interested staff
Being cared for and treated as an individual
Respect and recognition

Providing Quality Service

Perfect service does not mean perfect product. Hence, even a perfect product may not satisfy guests if there is no perfect service and this is delivered by the employees only and not the establishment.

Providing quality service means

Offering high quality experience to every customer
Maintaining high standards and repeat them every time
Developing good system and making them work nicely
Developing practices for task to be performed so that good. habit develops and mistakes totally avoided. Even when things go wrong, you can still offer the customer a quality service by sorting out the problem properly, quickly and correctly.

Staff must be conversant with the special needs of the guests in order to satisfy them properly. Some customer’s priority is punctuality, privacy etc. where as some look for value of money, relaxation friendly service. It is the job of the waiter to identify the needs as far as possible to ensure that service matches if not exceeds the guest’s expectations.

The elderly person, foreigners, physically challenged guests require understanding and sensitive handling. Waiter should judge whether elderly persons need special help and they should be treated with respect and patience.

Telephone Practice: Handling telephone calls skillfully is very important. The first priority is to answer all calls properly, it may so happen that you may loose booking in your establishment.

Always answer with greeting good morning etc.
Always identify your establishment: this is ‘Chandni Bar’ etc.
Always identify your self: this is Mohan from Chandni Bar
Question the caller’s need: What can I do for you Sir/ Madam? How I may be of any help?

By following the sequences the staff has achieved a number of things. He has greeted a potential customer in a polite manner. He, She has ensured the caller that he/she has come through the right place by identifying it. The receiver also identified himself thereby giving the caller a reference and the necessary information. This practice project the image of the bar and thus it is a professional and efficient practice.

The following points are useful while answering telephone calls:

Be polite and helpful
Speak ‘clearly and slowly
Do not use technical or unfamiliar words
Carefully listen
Try to ascertain, caller’s name for use

Make notes if necessary ‘Inform’ notes of necessary. Take section you have promised to the caller you should, have all the necessary references materials and information close at hand for answering calls Transferring calls In case of the staff decides that he is waiter to provide the required information on caller’s request; sometimes it is necessary to transfer the call. The staff concerned must be aware of the duties and responsibilities of various employees. Always match the caller’s need to the person responsible and put them in contact with one another.

While transferring the call the staff should

Advise the caller regarding transfer
Provide the caller information as to whom he is going to talk
Brief the staff regards the caller and his need
Then make connection and transfer

It should be ensured that the now person would answer the queries of the caller. Call should boot be transferred just to avoid any problem. It is frustrating for a caller to be transferred from a person to another for number of times. This can lead to anger and angry clients will not buy service on offer no matter how good it is.

Normally, a caller should not be “put on hold”. In case it is absolutely necessary, then one should advise the caller that he/ she is put on hold and in between it is ensured whether the caller wish to remain in line.

Taking Message: Sometimes in the absence of contact persons it is necessary to take messages and transmit them to the person concerned on their availability. The staff should

Note the date and time.
Note the name of the person and his/her contact number.
Note the name of the person to be contacted for the caller.
See that the message is passed to the right individual and see that action on the message has been carried out whenever possible and within jurisdiction of the message taken.

All the employees should be trained and directed proper use and cleanliness of telephone equipments in particularly faults should be immediately reported for rectification. Disinfection is also recommended for telephone sets.

Handling guest complaints: from guests if any are very important and must be recorded in the complaints book. All complaints should be reported to the management who should speak directly to the guest concerned. Action should be taken to see that some problem or issue does not occur again.

Compliments

Compliments offered by guests should be received with courtesy and the guests thanked for it.

Handling Guest in Different Situation:

Handling drunken customer

In the bar waiter often find same customer under the influence of alcohol. Law clearly states that such customers should not be served any move alcohol. But often the situation becomes unpleasant for the other guests. In such case, management should be called for to handle the situation. Tactfully the drunken person should be taken away from the bar for. Dialogue or for sending him home firmly but without causing him any physical injury.

Handling customer’s illness or accident

Every effort should be made to prevent accidents because or floor, from metal sticks, from broken furniture etc. In case major problems bar manager must be informed to handle the issue with compensation for his belongings. When a customer with special he/ she may be provided with special attention in a quiet and comfortable place away from the bar and should be provided with glass of water. If first is necessary this should be arranged properly. If necessary doctor may be called. Whichever of these situation occurs, the details must be carefully recorded with time, date etc.

Handling loss of customer’s property

It is usually notified by way of display that management is not responsible for any loss or theft of any properly belonging is handed over to any authorized bar stifle/ sh & ls duty bound to return it. In case of loss or thefts reported by a customer the same to be notified ‘to the management for action with police where itis warranted.

Welcoming and Departure of customers

When a customer arrives in he must be grated and welcomed and should not be left standing or noised. Depending Upon the relationship between customer and the, staff if any because of earlier regular visits he/she should be politely addressed in the normal forms in. Good evening, Sir, Good morning etc. or Good evening ladies and gentlemen. When there is a group of customers VIPs should be addressed with extra care and with special formality wherever the situation so demands of dignitaries has been available in the reference.

When customer leaves the bar, the staff should say “Good night” Sir, madam (for ladies), and hope to-see you again, or hope, you have enjoyed the evening, ensure that they have not left any personal belonging or the table or empty chairs when they were seated.Peg counting disputes: This should be avoided and customers should not feel that he/she was cheated on quantity or quality. Copies of bill at the time of services are sometimes recommended for the guests so that he/she himself keep note of his/her drinks.

Responsible Service of Alcohol

Sell or serve alcohol responsibly.

Sell or serve alcohol according to provisions of relevant state or territory legislation, licensing requirements and responsible service of alcohol principles.

Provide accurate information to customers on alcoholic beverages according to enterprise or house policy and government legislation, including types, strengths, standard drinks and the alcoholic percentages of a range of frequently sold alcoholic beverages.

Assist customers with information on the range of non-alcoholic beverages available for purchase.

Identify issues related to the sale and service of alcohol to different types of customers, especially those at risk, and incorporate them into sales or service. Assist customers to drink within appropriate limits. Prepare and serve standard drinks or samples according to industry requirements.
Encourage customers courteously and diplomatically to drink within appropriate limits.
Recognize erratic drinking patterns as an early sign of possible intoxication and take appropriate action.
Monitor emotional and physical state of patrons for signs of intoxication and ill effects of illicit or other drug usage.

Where appropriate, offer food and non-alcoholic beverages.

Politely decline requests for alcohol to be dispensed in a manner that is irresponsible, or which encourages the rapid or excessive consumption of alcohol, and advise customers of the reasons for refusal.

Assess alcohol affected customers and identify customers to whom sale or service must be refused.

Assess intoxication levels of customers using a number of methods, including observing changes in behavior, observing emotional and physical state of customers, monitoring noise levels and monitoring drink purchases.
When assessing intoxication, take into account factors that may affect individual responses to alcohol.
Identify customers to whom sale or service must be refused according to state and territory legislation, including minors, those purchasing on behalf of minors, intoxicated persons, and persons affected by the consumption of illicit and other drugs.
Where appropriate, request and obtain acceptable proof of age prior to sale or service. Provide Responsible Service of Alcohol
Refuse to provide alcohol.
Refuse service in a polite manner and state reasons for the refusal.
Speak to intoxicated customers in a suitable and consistent manner, minimizing confrontation and arguments and pointing out signage where relevant.

Provide appropriate assistance to customers when refusing service.

Where appropriate, give patrons a verbal warning and ask them to leave the premises according to enterprise or house requirements, the specific situation and provisions of state or territory legislation and regulations. Use appropriate communication and conflict resolution skills in handling difficult situations.
Refer difficult situations beyond the scope of individual responsibility to the appropriate person.
Promptly identify situations that pose a threat to the safety or security of colleagues, customers or property, and seek assistance from appropriate colleagues according to enterprise policy.

Managing Conflict and Violence in Bars:

The potential causes of violence need to be controlled. The easiest way to prevent bar violence is to control how much alcohol a consumer drinks, and to limit violent interactions through the physical design of the establishment.

Controlling Intoxication
Promotions/Management

Promotions such as happy hours and discounts on alcohol lead to greater intoxication. By changing the promotions at the bar, alcohol consumption can be reduced.

Try to avoid incentives for intoxication, perhaps by offering specials on low alcohol drinks and good food.

It can be difficult to keep track of the amount of drinks served to one individual because there are often numerous bars and bartenders in one business.

Staff Interaction

Since intoxication can lead to increased violence, bar staff should be trained to control the situation.

Refusing a patron service due to intoxication or being underage can lead to a violent reaction. Staff members need to be trained in how to recognize intoxicated patrons and how to refuse service without causing problems.

Responsible beverage service training programs teach staff how to recognize and deal with intoxicated customers and prevent violent incidents.

Physical Layout

The amount of patron contact is influenced by the floor layout. Places where people are likely to run into each other the greater the chance of violent incidents. Overcrowding of the bar creates greater opportunity for conflict and violence.

When a bar is crowded, low-level incidents of aggression are more likely to escalate into violence the location of the service bars, entrance, restrooms, and tables can affect traffic flow and crowding. The bar can be designed to have a small amount of cross flow, and therefore less opportunity for interactions.

Steps to Phone Etiquette Excellence

Preparation—you can actually prepare to take a phone call. Taking certain preparation steps will help you listen better and concentrate more fully on what the customer is saying.
A Strong Start—If a phone call gets off to an awkward start, it can go downhill quickly from there. This step teaches you a 4-part greeting that, if done right, will impress any caller.
Building Rapport—There are proven techniques you can use to build rapport with a caller. Whether the caller’s a high-powered businessman or a soft-spoken elderly person, there are appropriate and effective ways to build rapport.
Effective On-Hold Techniques—There’s a right way and a wrong way to put a caller on hold. For example, when’s the last time a receptionist politely asked you if you were able to hold?
Effective Call-Transferring—This step teaches two effective call transferring techniques—the guided transfer and the description transfer.
Speaking Clearly—Anyone who wants to succeed in business today should be able to enunciate and speak clearly. Remember tongue twisters? You can actually use them as a warm-up for doing telephone work!
Proper Tone of Voice—Tone of voice is the nonverbal component of your telephone personality. Learn how to treat each phone call as a separate “performance”.
Positive Speech—Your use of language can make or break a call. There are certain words and phrases that can quickly turn off a caller; conversely, there are words and phrases that are music to a caller’s ears.
Effective Listening—this step reviews 10 Positive Listening Behaviors. You’ll also learn the right techniques for diffusing an angry caller.
Practice the Golden Rule-Wouldn’t it be a better world if we all treated each other the way we wish to be treated? When you’re on the telephone with a customer, you should treat the caller with the same dignity and respect you extend to the owner of your company.

Sales Promotion in The Bar

Objective and activities:

The objective is to gain customer confidence, achieving satisfaction and achieving and maximizing sales.

For achieving the above objectives the bar staff must be well trained and motivated.They must be trained on the techniques of pleasing the customer with their services and style of entertaining with a bet of personal touch. The bar staff should be well aware of the various products in the bar and they should have special knowledge of the wine varieties and other liquids etc. so that they are able to suggest and push sales to the customers.

Many customers are attracted to a bar for the showmanship of the bar staff and their for the customers. Customers like to be treated as individuals and to feel that they are valued and welcomed by the bar. Cleanliness, tidiness must be maintained from opening till closing and for days together to attain the good will to draw customers from far and near.

Everything in the bar should be maintained on high standard to attract customer. The bar menu must be attractive and explicit in terms description, price and other details. Composition of cocktails, there explanation etc. if any must be properly projected for sales promotion. Wine list etc. should be attractively printed so that customers may like to venture new products with confidence. Names of international wine varieties are difficult to pronounce by Indians, hence suitable aid in the wine list may be provided to help guest to pronounce it properly, so that he/she can place order confidently. The pronunciation can be simplified if translated version is also printed in local languages.

“Tent cards” recommending particular drinks may be placed on the tables in the bar. This is a proper sales aid and this displays the products that are to be prompted.

The display shelves should not be used for storage of glasses etc .This waste valuable display space to product promotion. Attractive posters and sales promotion literatures may also be suitably displayed.

Some bar provides some times namkins, peanuts etc. free of cost with bottle of beer etc. this is also a method of sales promotion.

One complimentary for one ordered

In association with the manufacturer of alcoholic drinks, many bar now-a-days promoting their bar sales offering complimentary drinks.

“Happy hour

This is a new concept in India. During the less crowded time or beyond “pick hours” of the bars discount on drinks offered. This helps the establishment to run with greater capacity during so called empty hours.

Company sponsored cocktail parties and other festive occasion help bar to promote sales in their establishment. A proper control is necessary for managing such events.

In fact the beverage sales staff should be smart enough and should have the ability to judge the spending mood and power of their guests and accordingly he should be able to push the sales.

The bar man/service staff should properly offer/ suggest guests to select their drinks/ cocktails from the very start of the dinner/lunch where guests comes for food as well as for drinks .Bar staff should be alert to judge guests well in advance for repeat drinks instead of waiting for the guests call for order. They should also promote finishing drinks at the end of a meal where ever possible.

In a big Bar or in Restaurant where drinks are served, “liqueur trolley” helps sales. The arrangements and supply are visible and attractive for the guest- and them sometimes invariably

Order for liqueur/Brandy etc. and the customer also appreciates seeing full measure being poured out in front of him. In fact either from the trolley or out of salves, the service should be in front of the customer to see for himself. A positive approach in order taking and service will surely increase sales. Customer may be always encouraged into ordering by a positive approach when they might otherwise not have bothered.

Properly introduced bonus schemes can be an incentive to staff to promote sales. Bar management sometimes consider providing additional attraction in the bar like dance, music cabaret, disco, etc. These are very much related to sales promotion. Over all policy should be to provide relaxation and entertainment. Some customer gets high after couple of drinks and sometimes misbehaves with ladies. Such situation should be strictly avoided and customer must not have any unpleasant experience. Any disputes with drunken customers should not be allowed at any cost and avoided tactfully.

Bar Control

In general the control principles are more or less same as that of food cost control. Hotels/Bars etc. have Bar licenses – one for sale of liquor in bar and second for service in rooms or other outlets.

The place for storage of bottles as‘well as the vending has to be separate for both the licenses. All State Excise laws must be adhered to. All liquor, soft drinks and tobacco be maintained in the bar stock register and maintained by the bar man.

Controlling Beverage Revenues

Three major areas of beverage management control beverage revenues: purchasing, bar setup, and service. Revenue control ensures that the greatest amount of revenue possible is generated by the sale of each individual drink or bottle of wine. Effective control begins with purchasing guidelines laid down by management.

Bar Setup

Depending on the variety of services offered by a restaurant, three types of bars can be used:

Front bar: A direct customer service area located in the public area of the restaurant
Service bar: generally located adjacent to the kitchen for table servers’ use
Special-function bars: generally portable and setup for private parties and group functions.

Each type of bar will have an established par stock regardless of its application within the restaurant. Par stock is the established selection of beverages that will be served from the bar and the exact quantities of each that should be on hand at all times. This includes alcoholic and nonalcoholic beverages as well as mixers. Management must establish the par stock as an important function of controlling beverage revenue.

It is generally the responsibility of the bartender closing down a front or service bar to submit a requisition for beverages needed to establish bar stock for the next service. The opening bartender is responsible for picking up requisitioned beverages and bringing the bar stock up to par. An example of a bar requisition is seen in Figure 6-2.

By involving both bartenders and a formal requisition, a cross-check is established to ensure theft control. Special function bartenders are issued a bar stock based on the established needs of the party If drinks are sold on a cash basis, then the amount of beverages returned at the end of the function must tally with the amount consumed.

Bar Service

Bar service involves a number of functions which can affect beverage revenue. Pouring, mixing drinks, customer relations, and cash transactions are the major functions that have established standards and must be strictly supervised.

Beverage service involves the pouring and mixing of drinks. In order to establish both quality control and revenue control management must determine a pouring policy and provide drink recipes for mixed drinks.

Pouring is the way in which alcoholic beverages are measured from the bottle. Free pour allows the bartender to pour from the bottle without an established measure. Often a pouring cap is placed in the bottle top to indicate measure by ounce. Measure pour requires the bartender to use an established measuring

Bar Requisition Date _______________

Location

Item Unit # Unit Cost Total Cost

______________________________________________________

Requisitioned by:

Issued by: –

Received by:

Date: ________________

Bar Requisition

Glass, depending on the amount of beverage to be mixed. Most alcoholic beverages are measured by the ounce and indicated as 1, 1.5, or 2 ounces.

Effective pouring control involves using the established glass size for each drink. Drinks which are poured straight on ice use 5-ounce rock glasses. Drinks which require added ice and nonalcoholic mix use 8-ounce highball glasses. Specialty drinks can use a wide variety of glass sizes. Wine glasses are designated by shape and size according to the type of wine being served. Figure 6-3 shows the wide variety of bar glassware used in most full service bars.

The beverage recipe in Figure 6-4 is for a mixed beverage yielding 12 portions. This preparation method is effective for bars where seasonal or specialty drinks are popular. Premixed beverages are time-saving and ensure consistent quality

Beverage pricing method

The most common method used to price beverages for restaurant operations is based on management’s desired beverage cost percentage. For example, $18.50 is the purchase price paid for a fifth (750 milliliters) of bourbon. The desired beverage cost is 50 percent. Beverage sales must total $37.00 for the contents of the bottle. If 1.5 ounces is the standard measure for the bar, then this 750-milli¬liters bottle will yield 16 drinks. If drinks are sold at $2.00 each, total revenue for the, bottle will be $37.00.

Bottle Cost Beverage Cost Bottle Selling Price

$18.50 50% = $37.00

Bottle Size Drink Portion Measure Yield

25 ounce -r 1.5 ounce = 16 drinks

Bottle Selling Price Yield Price per drink selling price

$37.00 -r 16 = $2.00

By averaging drink prices in this category at $2.50 per drink, management can absorb a range of bottle prices from $18.50 to $22.00 and maintain an overall 50 percent beverage percentage.

Beverage prices must also reflect the costs of mixes and condiments in order to control overall costs effectively. For example, a martini uses 1.5 ounces of gin and 0.5 ounce of vermouth for a total of 2 ounces. To this is added the cost of bar olives or onions, totaling approximately 12 cents. In terms of the 50 percent desired cost percentage this cost must be valued at 24 cents. If the beverage cost for 2 ounces is based on $15.00 for a 750-milliliter bottle of call gin, then pricing must be calculated as follows:

Bottle Cost Beverage Cost % Bottle Selling Price

$15.00 ÷ 30% = $45.00

Bottle Size Drink Portion Measure Yield

(750 milliliter) 25 ounce+ 2 Ounces 16 Drinks

Bottle Selling Price Yield Per Drink SellingPrice

$45.00 ÷ 16 = $3.00 ($2.81)

Per Drink Selling Price Food Cost Adjusted Selling Price

$2.00 + 0.50 = $2.50

Management can make significant changes in the contribution of beverage sales to gross profit by decreasing the beverage cost percentage to 25 or 30 percent

Bottle Cost Beverage Cost% Bottle Selling Price

$15.00 ÷ 50% $30.00

Bottle Size Drink Portion Measure Yield

$(750 milliliter) ÷ 2 ounces = 16 Drinks

25 ounce

Bottle Selling Price Yield Per Drink Selling Price

$30.00 ÷ 16 = $1.90

Per Drink Selling Price Food Cost Adjusted Selling Price

$2.00 + 0.50 = $2.50

Control of beverage theft

Controlling theft in alcoholic beverage serving settings presents unique prob¬lems for management. The opportunity for theft presents itself in many ways in both front and service bars. Computer food service management systems have greatly reduced theft as drink sales are recorded and purchasing requisi¬tions reconciled against sales. However, opportunities still exist in the service segment of beverage functions.

The most common methods of beverage theft are the following:

Overcharging customers: Employees ring up a lesser amount on the register and pocket the difference between the price paid by the customer and recorded on the sales tape.
Undercharging customers: Employees over pour drinks or substitute pre¬mium for call brands.
Oveipouring: Employees pour a measure greater than specified for a drink.
Underpouring: This is often done to cover up overpouring and may be accomplished by either overpouring or charging for house brands and giving call brands.
Diluting bottle contents: Employees pour off a certain amount of the bottle contents and replace it with water. Charges for drinks made from the poured-off liquor are not entered into the register.
Charging for drinks not served: Employees resell a drink previously paid for by a customer who did not receive it.

Bar situations that involve a limited number of employees are often subject to many of these practices. Larger operations where supervision can be pro¬vided can limit opportunities for theft.

Bar spoilage

Any flat bear or spoiled drink is written off by F and B manager F and B controller or is returned to the supplier for replacement whenever possible. Those broken or spoiled in store/ cellar and can not be replaced by supplier are destroyed by a committee comprising of F & B controller and/or chief accounts officer and manager (M.M.&D.) and written off. Sales of the shift of each bar are recorded bill wise in a wine pricking sheet (WPS) (see sample format).

Bar billing procedure

All BWS, spirits cigar and cigarettes can only be picked up from the bar against a Bill/bar order picked (BOP).

Control means

You adhere to your predetermined standards while you exercise restraint or direction over the price you pay to buy, prepare and sell drinks.
You know your market as your bar calls to a specific market. Standard vary for different markets. You set standards appropriate to your market before you buy, prepare and sell.
You prepare cost control procedure for controlling all your costs you need records which give you information you must have in order to make sensible and wise decision to control and improve your bar service and functions.

Salient Features of the Beverage Control

Cost control saves money for the establishment.
Boost profit.
Cost accounting cuts unnecessary spending.
Avoiding pitfall in purchasing.
Boosts quality service and control.
Professionalism in management and service.

Control cycle

The four major steps are involved in beverage control as under.

Establish standard
Check actual performance
Identify deviation from predetermined standards
Take corrective actions

Scope of controls

Control before the event (Pre-control)
Setting target
Budget
Budgetary control

Control during the event (concurrent control)

Purchasing
Receiving
Storing and Issuing

Service and cash

Control after the (corrective control)

Setting up control system
Calculation of product cost and preparation of cost reports
Analyzing reports and advising management for correction action.

Each of these six stages constitutes a highly critical area of food and beverage cost control. Organization and duties of control staff: In large organization F & B controller post can be kept but in small establishment one control assistant should be made responsible for control and report to his superior in assistant F & B manager onto similar designated authority.

Caller control

A system of cellar control (wine stores) and proper costing must be introduced. The system however, varies from establishment to establishment. In general following books of records are necessary for the control system.

Order book
Goods inward book
Cellar cards
Bin cards
Goods return book
Stock book
Departmental requisition book
Daily consumption sheets

The cellar is the focal point for the storage of alcoholic and non-alcoholic beverages. Ail service points such as bars, dispense bar, lounge bar, cocktail bar, saloon bar and other places draw the stock on a daily or weekly basis from the cellar (stores). Adequate space is to be provided depending upon the establishment and their sales.

All the bars shall keep a separate stock of liquor which is sufficient for a period of one day or week. At the end of this period of time they requisition for the amount, consumed for that day or week, thus bringing their total stock up to the set stock that is keeping the stock up to a particular level to be determined by the requirement in view of turnover. In the cellar where bin cards are ‘used then every time a wine or received or issued it will be entered on the appropriate bin cards to indicate remaining total balance. Thus, a bin card provides information at any given time the total amount of each particular wine held in stock. This will alert the cellar man’ to arrange further stock on ordering from the supplies.

Bin cards format

In the dispense bar, as all drinks are checked for before issue, a daily consumption sheet is completed each day after the service by writing down the sales shown on the top copy of wine checks. The consumption sheet will record the complete stock hold in the dispose bar.

Bin cards may also be completed for checking the liquor. At the end of the week the consumption sheets may be totaled up, thereby showing the total sales for that period. These totals may

Name of liquor/wine Bin No

Date Received Balanced Issue

Than be transferred on to a bar stock book for costing purpose. Where liquor consumed is not checked for any way then either a daily or weekly stock is taken so that the amount to be requisitioned from the cellar may be noted. This then brings the bar stock book up to its required level, which is the ‘par’ stock. The daily or weekly consumption (sales) would then be cost settlement and the cash total to the daily or weekly income. That is cash in the ‘till’.

Format of Stoke Book

Name of the drink Bin

Na Opening stock Receipt

Total Closing stock Consumption Principal Unit Total

Those are several formats of- some ITDC groups of totals (Elite/Classic and comfort) are also shown as example in the following pages.

Check procedures for high cost and loss:-

In the following areas of control are not imposed result high cost and loss:

Purchasing

Purchasing at high price
Pilferage/leakage
Too much open market purchases
No standard purchase specification
Not availing and book discounts
Not sensitive to market fluctuation
Unwise purchase
Failure in right purchase method
Not buying right quantity at right time
Same person purchasing as well as receiving

Receiving

Faulty receiving without referring purchase
Accepting substandard quality overlooking defects in the supply

Time gap in receiving and storing
Absence of senior people during receiving
Lack of knowledge in the part of receiving person.

Storing and Issuing:

Improper storage
Spoilage, pilferage and breakage in stores
Stock register not up to date
Issuing without proper requisition
Not following F/BO procedure
Not keeping records of slow moving and dead items.

Property of products:

Not following proper recipe
Not following measures
Indenting not according to need
Unskilled staff
Faulty equipment
Over measure or short
Lack of co-ordination among staff
Lack of inventory control in caller
Pilferage and waste
Lack of sale forecast
Using expensive items where cheaper substitute can be used
No record of transfer, entertainment
Not following FEED
Not using right procedure and equipment.

Service:

Lack of sales promotion
Lack of salesmanship in staff
Pilferage
Not reporting and returning unused items
Defective BOT control
Misuse of costly ingredients
Unskilled order taken
Accidents etc.

Cash:

Under charges
Cheating
Money collected without preparing bill
Accepting invalid and expired credit card
Accepting counterfeit currency notes
Bad debts
Discounted sales
No proper audit
No study of sales summary

Control department:

Not making BOT/KOT will bill
Not analyzing BOT/KOT
No periodical check on cost and inventories
Not comparing market position for fixing, sales cost

SWOT Analysis

SWOT analysis is a strategic planning method used to evaluate – the Strengths, Weaknesses, Opportunities, and Threats involved in a project or in a business venture. It involves specifying the objective of the business venture or project and identifying the internal and external factors that are favorable and unfavorable to achieve that objective. The technique is credited to Albert Humphrey, who led a convention at Stanford University in the 1960s and 1970s using data from Fortune 500 companies.

A SWOT analysis must first start with defining a desired end state or objective. A SWOT analysis may be incorporated into the strategic planning model. Strategic Planning has been the subject of much research.

Strengths: characteristics of the business or team that give it an advantage over others in the industry.
Weaknesses: are characteristics that place the firm at a disadvantage relative to others.
Opportunities:external chances to make greater sales or profits in the environment.
Threats:external elements in the environment that could cause trouble for the business.

SWOT Analysis of Radisson Dhaka

Strengths:

Good infrastructure for collaboration.
Appropriate superstructure to support the facilities.
Great security support.
Established fund.
Positive market demand.
Growing involvement from business community.
Support from faith-based community.
Willingness to try new approaches.
Business hotel near to the national air port.
Sufficient spaces.
Monopoly business in event management.
Attractive outlets and views.

Weaknesses:

Lack of new funding.
Lack of affordable accommodation facility.
Job market/jobless recovery.
No tourism legal support.
Disconnect between urban and rural.
Lack of political will.
Education needed for provider community.
Lack of skilled labor.

Opportunities:

Faith-based partnerships.
Increase in collaborative efforts between providers.
Technical assistance available.
Involvement of community in providing support.
Low labor cost.
Available raw material for the operation.
Sufficient parking facility.
Sufficient vegetations.

Threats:

Political instability.
Pending possible closure of military bases.
Impending legislative state budget.
Backlash against sex offenders/fear.
Apathy to government.
Unhelpful state policies.
Republican legislature.
Power management problem.
Natural disaster.

Recommendations

All employees should be qualified for working in the hospitality industry.
Government should reduce the cost for alcoholic beverages.
Guests should get actual reflect of their money.
Government rules regarding bar should be followed strictly by owners.
Government should minimize the restriction for non –Muslims.
Local community should support the value of the labor.

Conclusion

Out of my study, I have learnt essential facts about the banquet operation, necessary equipments for operation, food and beverage, customer satisfaction, bar provision etc in order to effective I come to know interesting and useful information about the banquet and the places where the foods and beverages is served. Here also, I have learnt essential facts about alcohol and its usage, misusage. Before preparing this research paper I hardly knew anything about banquet operation and alcohol and the current situation in world. At the time of its preparation, I come to know interesting and useful information about banquet operation and foods and alcohol and its abuse.

In my project I have tried to give indispensable information about banquet and its relation with the guest satisfaction, tourism industry, socio-economy and society.