STANDARD OPERATING PROCEDURES

FOOD AND BEVERAGE

BRAND STANDARDS

he information contained in this

CONTENTS

section of the Standards manual

#1 Hours of Operation

outlines Food and Beverage Brand

#2 Outlet Design and Development

#3 Orientation and Training

Standards. They indicate the key

#4 Redcoat Program
areas necessary to maintain the
integrity of the MHRS Brand. These
are minimum standards.

F&B Brand Standard #1

STANDARD OPERATING PROCEDURES

HOURS OF OPERATION
MINIMUM STANDARDS
CASUAL 3-MEAL

A DAY RESTAURANT

MHRS MINIMUM REQUIREMENTS

OBJECTIVE
To provide guidelines
for Food and Beverage
Operations to ensure the
hours of operation of all
outlets are in compliance
with brand standards.

Breakfast
6:30 am - 11:00am
7:00 am - 11:00am

Monday - Friday
Saturday - Sunday

Lunch
End of Breakfast - 2:00pm

7 days a week

Dinner
5:00pm - 10:00pm

7 days a week

If the restaurant is closed between 2:00pm and 5:00pm, food

must be available in the lounge during those hours

ROOM SERVICE
MHRS MINIMUM REQUIREMENTS
6:00am - 11:00pm continuous service
STANDARD MEAL PERIODS
Breakfast 6:00am - 11:00pm
All Day
11:00am - 11:00pm
Dinner
5:30pm - 11:00pm

CONFERENCE CENTERS MINIMUM REQUIREMENTS

6:00am - Midnight continuous service

JW MARRIOTT MINIMUM REQUIREMENTS

24 hour Room Service with restaurant menus available
In properties where there is sufficient demand, hours may be
extended
All day dining starts when breakfast ends and is offered until
all kitchens are closed
See also:
Brand Integrity Manual

F&B Brand Standard #2

STANDARD OPERATING PROCEDURES

OUTLET DESIGN &

DEVELOPMENT
MINIMUM STANDARDS
MHRS MINIMUM FOOD & BEVERAGE REQUIREMENTS

OBJECTIVE
To provide guidelines
for major construction,
re-design and
reconfiguration of F&B
outlets, to ensure
consistent, companywide quality standards in
all food and beverage
operations.

Properties must follow Design Standards Guide

All Food and Beverage construction must comply with

the Americans with Disabilities Act (ADA) and any local
requirements

The size and concept of Food and Beverage outlets are

based on hotel size (i.e. number of guest rooms/size of
catering operations) and a thorough analysis of the
competitive market. A typical program requires 0.4 seats
per guest room

The Casual Restaurant will have convenient access from

the Lobby

The Casual Restaurant serves three meals a day with a

combination of breakfast buffet and a la carte service

The Lobby Lounge provides beverage service throughout

the day in comfortable seating areas conducive to serving
individual customers or groups

CONVENTION HOTELS AND MARQUIS HOTELS MINIMUM FOOD &

BEVERAGE REQUIREMENTS
.

Second restaurant and second lounge/beverage outlet

RESORT PROPERTY MINIMUM FOOD & BEVERAGE REQUIREMENTS

.

Multiple restaurant facilities including a three meal a day

restaurant, a second restaurant and second lounge in
keeping with the theme and/or having local flavor items
on the menu

Food and Beverage service is available at the pool

Pantry Operation

F&B Brand Standard #2

STANDARD OPERATING PROCEDURES

OUTLET DESIGN &

D E V E L O P M E N T. C o n t .
JW MARRIOTT MINIMUM FOOD

AND

BEVERAGE REQUIREMENTS

Upscale Food and Beverage outlets as defined by market

analysis

Private Dining Area

Upgraded finishes for the buffet

Lobby Lounge with an upscale atmosphere, concept

dictated by the market

Properly finished tabletops (Granite or Wood)

Floor at the entrance area and bar area to be stone or

wood finish

Significant use of millwork

TVs encased in cabinets

CONFERENCE CENTERS MINIMUM REQUIREMENTS

.

Permanent refreshment areas (break areas) adjacent to

meeting rooms

Separate conference-dining facilities with upscale buffet

Kiosk service stations designed specifically for conference

groups

See also:
Design Standard Guides
ADA Act
Brand Integrity Manual

F&B Brand Standard #3

STANDARD OPERATING PROCEDURES

ORIENTATION AND TRAINING

MINIMUM STANDARDS
MHRS MINIMUM

OBJECTIVE
To provide standards for
complete and thorough
orientation of Food and
Beverage associates
allowing them to rapidly
assume effective and
productive roles in the
organization.

REQUIREMENTS

All associates complete the Standard Marriott Orientation

within the first 30 days of their employment

Daily meetings are held per shift in all departments to

review the 20 basics (one per day)

All associates receive basic business education via Root

Learning Maps annually

All associates are trained in the L.E.A.R.N process

(Service Excellence Training Class)

See also:
Basics of the Day
Marriott Orientation Packages
Associate Handbook
Root Learning Maps
Service Excellence Class

F&B Brand Standard #4

STANDARD OPERATING PROCEDURES

REDCOAT PROGRAM
MINIMUM STANDARDS
MHRS MINIMUM
.

All meeting area Event Service Managers/Supervisors/AV

Personnel are designated as "Redcoats" and wear a red
coat for easy identification

All Redcoat associates are connected to the appropriate

department via radio and/or cell phone

The Redcoat or Sales person should explain the role of

the Redcoat and method to communicate needs

Customers should be given the option of a simple phone

number to call to be in contact with the Redcoat or a cell
phone or 2-way radio

Develop a Redcoat Meeting Planner Checklist

Create a Meeting Planner Survival Kit (LSOP)

OBJECTIVE
To provide an exclusive,
high profile customer
satisfaction program that
addresses immediate
customers needs,
anticipates potential
problems and provides
proactive solutions.

REQUIREMENTS

See also:
MHRS Brand Integrity Manual
Meeting Services Core Deliverables Manual