ELE-CBO-PRELIM-EXAM.pdf

Who Uses Catering Services? Bound by a pre-arranged contract to provide food and beverage services to guests at a certain cost with a specific number of people in a limited time. Menu is limited compared to a restaurant. Categories Institutional Services are constant in institution services at a sel...

Who Uses Catering Services? Bound by a pre-arranged contract to provide food and beverage services to guests at a certain cost with a specific number of people in a limited time. Menu is limited compared to a restaurant. Categories Institutional Services are constant in institution services at a selected location Social an Mobile Catering Caterer Organize, entertain and prepare. Stressful = very rewarding Manager (time, people, cost and crisis) They Should Have Knowledge In: Customer Service Kitchen operations Service operations Basic Accounting Basic Marketing Human Resources Types of Catering On-Premise Off-Premise Institutional Catering / On-Site Catering Linked production area and service area More tedious in terms of maintenance and permits 5 KEYS Know your niche Streamline Provide ease Be connected Examples of many levels and styles of on-premise catering: Restaurants Hotels & Resorts Cruise Lines Country Clubs Private Clubs Banquet Halls Religious Groups Food and services is brought to the facility provided by the organizer or client 5 KEYS Be ready Think ahead Do site visits or Be involved oculars Diplomacy is key An institution such as a hospital, nursing home, college or office building or complex hires a contract feeder or Kosher Catering catering corporation to handle its foodservice needs You can learn some great lessons in food safety management, organization, efficient service, and cost management from a contract feeder or institutional caterer It means taking food to where the market is Small Low end, carry breakfast Trucks and lunch items to patrons at construction sites or office parks Mobile High end, film caterer – Catering mobile caterers hired by film production companies Specialize in designing and executing events for observant Jews who keep Kosher Kashrut – It is a Jewish dietary law that prohibits consumption of certain foods completely while also prohibiting eating some foods in combination with others Where to Start? 1. Choose your name 2. Develop your mission statement 3. Define your industry 4. Conduct feasibility study 5. Build a network 6. Know the current trends 7. Know your competition 8. Learn legal aspects of the venture a. Sole b. Partnership c. Corporation Business Name Serves as your identity o Experiment – catchy, descriptive, personal o Let it sell your service o Has an impact o Consider alphabetical order Labor Management in Catering & Banquet HR Important Task 1. Hiring 2. Training 3. Retaining 80% Part-time/On-Call 20% Regular (Exec. Chef, Marketing, Captain Waiter) 12 Characteristics of Model Employee Punctual Clean/Hygienic Proactive Trustworthy Organized Innovative Even-tempered Flexible Communicative Ambitious Compassionate Creative Large Scale Catering Org Chart Prohibited Questions During Interview Do you work out? Are you really a man? Specific questions you may ask during an interview What are your strengths? How would your current boss describe you? Why do you want to leave Why should we hire you your current employer? among others? Tell about your accomplishments? Head/Executive Chef Prep cooks Purchasing/Receiving Agent Pastry Chef/Baker Job Description First Day Particulars Starting pay, expected growth rate, 1st day of payroll, company benefits, VL/SL, insurance Duties and responsibilities, hours, expectations Time, date and whom to report to Personnel File Application/Curriculum Vitae Emergency Contact Number Job Title & Pay Rate Signed Contract Back of the House Sous Chef Pot Washers & Dish Washers Steward Knowledge Banquet Manager Maître d’hôtel Wait Staff Bartenders Coat Checkers Recruitment Sources 1. Promotion from within 2. Employee Referrals 3. Open-House 4. Off-site Recruiting – tradeshows SSS Number Employment Date Performance Evaluation Signed Receipt of Employee Handbook 2.2 Staff Attitudes & Competencies Each member of the catering team needs to have the following traits and skills Front of the House Event-planning Personnel Catering Sales Representative Captain Buspersons Valet Parking Attendants Have you been to prison? What part of the world are your parents from Are you committed to a relationship right now? Job Offer Salary Small Scale Catering Organizational Chart or 5. Industry Organizations and Websites 6. Area Colleges 7. Culinary Schools Appearance Attentiveness Body Language Awareness of one’s responsibilities and roles, appropriate knowledge of food items, food and beverage pairing, etiquettes, and service styles is a great way to build confidence while serving the guests It creates the first impression on the guests. The F&B staff members must maintain personal hygiene, cleanliness, and professional appearance while being on duty Paying sincere attention to details, memorizing the guests; needs and fulfilling them timely with as much perfection as one can put in F&B Services staff needs to conduct themselves with very positive, energetic, and friendly gestures Effective Communication Punctuality Honesty Integrity and It is very vital when it comes to talking with coworkers and guests. Clear and correct manner of communication using right language and tone can make the service workflow smooth. It can bring truly enhanced experience to the guests F&B Services staff needs to know the value of time while serving the guests. Sincere timekeeping and sense of urgency helps to keep the service workflow smooth These two core values in any well-brought-up person are important for serving the guests in hospitality sector How To Get The Best From Your Staff? Provide monetary incentives, commissions, or bonuses for extra effort and seniority Offer health insurance benefits Create some flexible shifts during slower times of the year Increase salaries periodically Lead by example – get into trenches with your staff during crunch times Develop multiple management styles – one approach may be good for some and bad for others Implement a strict anti-harassment policy Research establishments that provide the type of food and service that you expect from your employees and pay for your employees to visit them Feed employees well, especially before or after catering events; a good family meal shows concern for your staff’s health and emotional well-being Treat all employees with respect and do not get caught up in your own ego Policy Manual Explaining and documenting company policy to your employees has been proven to increase productivity, compliance and retention Lack of communication along with inadequate policies and guidelines have been cited as major factors in workplace legal disputes What to Do? Formally write down policies that could keep you out of court Prevent problems and misunderstandings Save time spent answering common questions Help you look more professional to your employees Work Performance People are motivated to work hard for employers who care about them 1. Take and use employee suggestion 2. Act – take action if someone is not performing well 3. Inform – include them in decision-making process 4. Provide benefits 5. Praise – tap in the back, acknowledgement (public or private) and create “Team Spirit” Catering Marketing Plan Marketing Showcasing your catering company and all that it has to offer in an appealing way in order to catch the eye of your potential client Marketing Mix / 4Ps of Marketing by Neil Borden Product Price Place Promotion Refers to both specific products and services. Marketing decisions on products should be based on quality, style, safety, functionality, and uniqueness Decisions in this area can be affected by seasonality, availability, volume discounts, wholesale versus retail pricing, and the pricing strategy of competitors Involves how products or services get to the right place (to the customer). Marketing decisions about distribution can be affected by transportation considerations, perishability, packaging, inventory management, and order processing It is the communication of information about the business to customers with a positive end result. Decisions in this area are affected by marketing budget, the availability of advertising vehicles, sales personnel, and publicity Building your reputation A caterer should meet or exceed the client’s expectation all the time. “Cornerstone of Catering Success” In order to do that, you must identify hat the catering client wants Common Catering Client Wants Great food, beverages, and service for their guests The appropriate entertainment An event their guests will enjoy and remember A virtually mistake-free, stress-free event An event that appears lavish – never cheap Great Weather Event Planner Aka Function Manager / Banquet Manager They can help coordinate events with many extras, such as gift bags and detailed table settings, sub contracts Event Planner’s Role in Client’s Decision-Making Visualize The event based on the initial conversation with the client (themes, designs) Suggest Practical and seasonal foods and beverages (cuisine and spread) Recommend Sources for a variety of services such as bands, DJs, photographers, limousines, decorators, and other ancillary providers Continuation Accommodate clients’ budgetary restrictions without requiring them to forgo quality Staff an event properly to ensure it runs smoothly Event-Planning Manual Calendar/Planner – for recording client contact info and the times and dates of all bookings made by anyone at the company Catering Menus for Food & Beverages – complete with photos of a large sampling of menu items Initial Contact Forms – it include notes about preliminary conversations with the client Proposal Forms Contacts and receipts for deposits Porfolio of Ancillary Service Providers – bands, photographers, and florists Banquet event orders Final Billing forms Follow-up correspondence, thank-you cards Stage 1 Essential Questions in a Phone Inquiry 1. Who am I speaking with? 2. Do you have a date in mind for the event? 3. How did you hear about us? 4. Have you selected a location for the event? 5. How many guests are you inviting Stage 2 Initial Consultation 1. What is the occasion 2. Is the affair planned for daytime/evening 3. What is your budget 4. Ocular of the venue 5. Menu Selection (Satisfy everyone) Stage 3 Getting the account 1. Writing of proposal with ancillaries 2. Down payment and contract signing 3. Menu sampling 4. Event execution 5. After Sales (thank you card, fact sheets for future reference and survey/evaluation) Catering Marketing Management Catering Artwork/Collaterals Depends on your type of clientele Should have a clear overview of what you have to offer (services and contact details, etc.) Should contain clear and high resolution photos for better visual representation Should make use of different color schemes in harmony Design Factors Alignment Contrast Repetition Proximity Design should have a natural flow in terms of layout. Not too crowded or not too loose Try to find the balance in your design, in order to create your point of interest Needs to be obvious otherwise might look like a mistake Know what you would like to highlight or be in focus Two colors is advisable; 3 or more is expensive Having the same font, or adding the same photo or logo in every page Clarity of the design no matter the distance Brochures/Posters – do the “squint test”, hold it in arm’s length, to see if its readable o Communicating Tools/Platforms ADS in Print ADS in Electronic Media Websites Social Media Collaterals Brochures Tri-fold, letter fold, or 6 panels Direct Mail Show & Tell Business Card Flyers Small representation of you o Do not crowd with information o Eye catching o Less is more – simplicity is best o Find a focal point – business logo or catering name o Pertinent Info – name, address, phone, cell, fax, and email, social media ccounts o Size: 3.5 x 2 inches Miniature of your posters o Sizes: 8.5” x 11”, 4” x 9”, or 8.5” x 5.5” o Eye catching – promo, low prices, or endorsers o Less is more – simplicity is best o Find a focal point – business logo or catering name Pertinent Info – name, address, phone, cell, fax, and email, social media accounts Trade Shows Piggybacking WOM “Word-ofMouth” Newspapers, magazine Television, radio Most commonly used business marketing tool Present many affordable opportunities for caterers to promote their businesses. These networks allow for the use of many marketing tools, such as the ff: o Testimonies of past and current clients o Uploaded photos and video in real time o Contact information with links to maps o Client lists and résumés o FAQs o Upcoming events and promotions o Awards and accolades o Opportunities for people to “like” or “follow” o Communication and reinforcement of the business identity through other affiliations Great way to target corporate accounts and demographic within your area Providing discounts for a nonprofit or charitable organizations. In exchange of getting the info of guest and being included in all correspondence for the event. Host/media mentions the catering company’s name Attendees are there to gather information and usually make contact with a caterer at a later date Caterers piggyback on another business’ marketing campaign Best form of advertising Result of referrals and recommendations from satisfied clients or from a guest of one of your events