banquets operations manual 2007

c o n t e n t s

SALES

INTRODUCTION 1ORGANIZATION CHART 2SALES MANAGERS'S , KEY RESULT AREAS 3 - 4 SALES PROCESS 5SALES PROCEEDURES 6 - 7ANNUAL SALES BUDGETS 8MONTHLY FORE CAST FORMAT 9 - 10FUNCTION PROSPECTUS FORMAT 11 - 12DINNER CHECK LIST 13SALES ENQUIRY CHECK LIST 14MENU DETAILS 15 - 16ENQUIRY LETTER RESPONSE 17 - 18LETTER OF REGRET 19BANQUET CONTRACT FORM 20CREDIT POLICY 21 - 23PROFORMA INVOICE 24MENU ITEMS 25 - 27LIST OF LIVE COUNTERS 28 - 29MENUS STRUCTURE 30 - 35GUEST FEEDBACK FORM 36THANKING LETTER 37APOLOGY LETTER 38COMPLAINT HANDLING 39TELEPHONE ETIQUETTE 40TEL EVALUATION SHEET 41DO'S & DON'T'S 42MEETING ROOM CHK LIST 43OFFICE PANTRY CHECK LIST 44GROOMING CHECK LIST 45

Operation Manual I Mayfair Banquets

OPERATIONS

INTRODUCTION 46ORGANIZATION CHART 47KRA 48 - 49INDENT & CUMSUMPTION REPORT 50 - 65MENU STRUCTURES 66 - 77STANDARD RECEPES 78CHECKLISTS 79 - 85STAFFING 86

FOOD & BEVERAGE

INTRODUCTION 87ORGANIZATION CHART 88OPERATIONS MANAGERS'S , KEY RESULT AREAS 89 - 90F & B OPERATIONS- FLOW CHART 91OPERATIONS PROCEESS 92 - 93OUT DOOR CATERING PROCESS 94BREIFING CHECK LIST 95FORMAT OF A DUTY CHART 96SHIFT MANAGERS CHECK LIST 97 - 98SERVICE SEQUENCE 99 - 108SERVICE EQUIPMENT CHECK LIST 109 - 114GUEST CHECK LIST- PARKING & EXTERIOR 115GUEST CHECK LIST- REST ROOMS 116 - 117GUEST CHECK LIST - PRE- FUNCTION 118 - 119GUEST CHECK LIST- DURING FUNCTION 120 - 125GUEST CHECK LIST- POST FUNCTION 126 - 127CHAFFING DISH TO PAX RATIO 128STAFFING 129GUEST CHECK LIST 130 - 131OUT DOOR DISPENSE KITCHEN LAYOUT 132FUNCTION VENUE-USED PLATE COUNTER 133F & B CONSUMPTION REPORT 134TEL CHECK LIST 135PREMIUM CONFERENCE PACKAGE 136


SUPPLY CHAIN MANAGEMENT

INTRODUCTION 137 - 138PURCHASE FLOW CHART 139REQUIPMENTS FORM OTHER DEPT. 140 - 141REPORTS 142 - 146

STEWARDING

DEPARTMENTAL OVERVIEW 147 - 154MANAGER'S OPENING CHECKLIST 155 - 157DAILY CLEANING CHECKLIST 158DISH WASHING CHECKLIST 159SILVER & COPPER CLEANING CHECKLIST 160POT WASHING CHECKLIST 161GLASS WASHING CHECKLIST 162BREAKAGE REPORT 163NIGHT SHIFT CLEANING CHECKLIST 164

HOUSEKEEPING

OPENING CHECK LIST 165CLOSING CHECK LIST 166CARPET CLEANING 167FLOOR MAINT 168PEST CONTROL 169LINEN ROOM CHECK LIST 170 - 171TOILET CHECKLIST 172

SECURITY

GUEST SECURITY CHECK LIST 173 - 174VALET 175 - 176KEY CONTROL 177INCIDENT REPORT 178 - 180FIRST AID 181


MAINTANENCE

PMM WEEKLY 182PMM MONTHLY 183 - 184M 1 185 - 187M 2 188 - 191M 3 192

HUMAN RESOURCES

INTRODUCTION 193RULES AT WORK PLACE 194ENROLLMENT OF NEW JOINEES 195TRAININGS IN MAYFAIR 196 - 198CHECKLIST FOR FM COMPANIES 199EMERGENCY MEDICAL INFORMATION 200 - 201

1SALES


INTRODUCTION TO THE SALES PERSONNELTHE ROLE OF ANY PERSON IN THE SALES IS:-

To lead the the customer experience by representing the company in the form of an individualDevelop relationship equityCultivate service brand equityInstil trust in the companies services,earn & retain customer loyalty.Link actions to profits by formulating strategic sales tacticsDevelop ability to delight customers & raise their expectation levels to beyond competitors reach.

2 Operation Manual I Mayfair Banquets

Unit Sales Managers ( 3 )

Unit Asst Sales Managers ( 3 )

Unit Sales Executives in door ( 3 )

Sales organization chart ( City )

Unit Sales Executives outdoor ( 6 )

City Sales Head (1)

3SALES


SALES MANAGERS'S , KEY RESULT AREAS

Job Description

Job Title: Sales Manager Department: SalesReports To: Vice PresidentPrepared By/ Date: HR / May 2007Approved By: Chief Operating OfficerApproved Date: June 2007

SUMMARY

Responsible for the revenue targets and image of Mayfair rooms in the city leading a team of sales execu-tives.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.

Revenue Targets Achieves set targets of revenue and related as per direction of the company Drives the annual strategy to achieve the revenue numbers both in creation and execution Personally accounts for at least 25% of the revenue through personal drive and contacts Sets revenue targets for the team reporting into this function in a logical and effective manner Proactive in innovating and executing effectively various activities and periodic tactics to drive rev

enues.

Customer Service Ensures world-class sales experience for all customers in the area of sales. Both telephonically and

personally Interacts with customers on a weekly basis (a minimum of 15 per week. ) With the team achieves a yearly average score of above 90% in the mystery sales audits Creates and executes a feedback system to operations on customer satisfaction Analyses customer feedback and presents during the weekly/monthly city managers meeting Uses telephone and personal contacts to enhance customer loyalty Acts as the face of the unit/city for the customers. Effectively operates a database monitoring system of birthdays/events etc in the city Responsible through the team of all service recovery activities

Cost Rationalization Works with the city chef and unit managers to engineer menus to ensure event wise targeted prof

itability Is jointly responsible for city operating margins along with the other city managers Continuously innovates to lower event costs

Training Works closely with trainers and the team to effectively induct all new members in the city sales force Conducts Briefings at least twice a week to the sales teams Conducts one to one feedback sessions with all staff in the units on a regular basis Uses people deployment techniques to enhance soft skills at all levels Gives feedback to the vice president for additional training or any other training requirements Mentors at least two junior team members to be ready for a city managers role

Standard Process Adherence Ensures timely and proper reporting of monthly data in association with the team Rives the in unit training programs including induction program and supervisor and manager training pro

grams including the assignments Ensures accuracy and timeliness of all procedural work done by the unit sales managers


SUPERVISORY RESPONSIBILITIES The unit sales managers directly report to the city sales manager. In addition any marketing resource of thecity would report into this function

QUALIFICATIONS /EDUCATION and/or EXPERIENCE High School or equivalent Hotel Industry/ Food Industry/Sales background is preferred 4 - 6 years experience as a Sales manager in a unit or multi unit operations in the service industry

LANGUAGE SKILLS English Hindi

COMPETENCIES Results Oriented Planning & Organising Team Leading Customer Focus Attention to Detail Great customer interpersonal skills

Hours of Operations As per roster or as per requirements as directed by the vice president

5SALES

SALES PROCESS

Enquiry

send regret letter

not available

enter details on enquiry form

available

check diary

acceptable

tel phone letter

pencil entry on date in diary

not accaeptable

offer alternate dates

file under regret letters

walk in

send reply to enquiry as per details required & enquired

if cancelled

send a letter for confirmation

if confirmed

send letter "sorry you cancelled"

file in cancellations for ref of sales with reasons for cancellation

cancell in the diary

update details as they become available

write a function booking sheet for all requirements

confirm final details week in advance

sign banquet contract form & receive all advances 5 days in advance

bills forwarded ( if credit sale)next day of the function

release function prospectus 4 days in adavance

customer feed back & thank you letter, 2 days after the function

forward customer feedback to all departments

follow up bills recoveryfile customer feedback to sales history



SALES PROCIDURES

Sr. No. TELEPHONE ENQUIRE

1 Greet the guest with appropriate time on the day with warmth and smile in your voice.

2 Be calm & attentive to the queries.

3 Speak only when the guest is done with his/her talking.

4 Guest asking for the availability, ask the permission to be kept on hold & check for the availability.

5 Do not keep the guest on hold for more then 30 seconds.6 Ask the guest for relevant details ( Type of event, date, number of pax, setup, group profile for the

right cuisine to be tailored for the event, flow of event, any special instructions, billing instructions )7 Take down the right details of the contact person for the event & contract to be forwarded(

Address, telephone numbers, cell phone numbers, email address)

8 Ask the guest if any thing more they are looking for.9 Thank the guest with a smile in your voice & disconnect the phone only when the guest discon

nects it first.

PERSONAL ( WALK IN GUEST )

1 Greet the guest with a smile & make him/her feel comfortable by offering a seat.

2 Offer the guest refreshments (Tea, Coffee or Juice).3 Ask the guest for relevant details ( Type of event, date, number of pax, setup, group profile for the

right cuisine to be tailored for the event, flow of event, any special instructions, billing instructions )4 Take down the right details of the contact person for the event ( Address, telephone numbers, cell

phone numbers, email address )

5 If available do tentatively block the hall under his/her name on your system.

6 Hand over the appropriate Rate package with your business card.

7 Show the venue if vacant .

8 Hand over the floor plan to the guest .

9 Confirm the event by taking the appropriate advance and details for the balance payment.

10 Make the right contract and get the same acknowledge by the guest.

11 Make sure full payment is received at least two days in advance.

SALES CALLING

1 Take prior appointment with the guest over the phone or by E-mail.

2 Equip yourself with Companys brochures.

3 Be on time for the meeting.4 Greet the guest with smile, a firm shake hand, introduce yourself by handing over your business

card with both hands.

7SALES


5 If the guest is with a companion introduce yourself in the same manner.

6 Be attentive, calm & make guest feel you are there to help him.

7 Present the brochures to the guest.8 Ask questions relevant to the event hes looking for (Type of event, no of persons, setup, group

profile for the right cuisine to be tailored for the event, flow of event, any special instructions, billing instructions )

9 Take down the right details of the contact person for the event ( Address, telephone numbers, cell

phone numbers, email address )

10 Do not over sell.

11 Note down the particulars of the guests requirements carefully.

12 Repeat the noted points to the guest after the meeting to cross check and rectify if required.

13 End the meeting on a general note, inform the guest about your plan of action.

14 Thank the guest for the time he spared, shake hands & leave with a smile.

15 Once back in the office send the quote letter mentioning the details provided by the guest.


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9SALES


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FUNCTION PROSPECUS FORMAT

11

SALES


MAYFAIR ROOMS, MUMBAI Reservation #: 702660 PAGE # 1

Day Date Time Type Of Function Monday 13/08/07 19:00-23:00 Dinner

Venue : SOUTH,NORTH,ODYSSEY,LOUNGE.

Billing Details Rate /Pax Hall Charges Guaranteed/ Exp Pax Guar Amount Follo Rs 860 +(TAX) Rs 0.00 600/700

Guest Name: NIKHIL DALAL Company Name: Address : AS PER GUAR AMT Address :

City : City : Pincode : Pincode : Tel.# : 9819408471 Tel.# : Fax # : Fax # : Email Id: Advance : Rs 100000 Ref : Chief Guest:

INSTRUCTIONS FOR CHEF ACCOUNTS INFORMATION 100 PAX JAIN FOOD (NO ROOTS & TUBERS) AT 8 BEVERAGES PACKAGE-RS.50+TAX / GUAR AMT FOL PM/ 15 PAX JAIN FOOD TO BE SERVED AT 5:30P LOWS BY 11TH AUG TOTAL ADV RS.300000/- M / 5 PAX NON-JAIN FOOD- NO CHILLIES / 30 PAX NON-JAIN FOOD -SITDOWN AT 10:30PM / FE W ITEMS FROM CHANDUBHAI

SEATING ARRANGEMENTS FLOW OF EVENTS MANDAP OIN CENTRE / THEATRE STYLE SET UP A JAIN FOOD FOR 15 PAX AT 5:30PM DINNER AT 8 ROUND MANDAP / FEW ROUND TABLES IN NORTH / PM SIT DOWN FOR 30 PAX AT 10:30PM CHEESE FONDUE IN NORTH / 2 POINTS BUFFET IN ODYSSEY & 1 POINT BUFFET IN LOUNGE

SPECIAL INSTRUCTIONS SIT DWON FOR 30 PAX IN LOUNGE AT 10:30PM L OUNGE BUFFET TO SHUT AT 9:30P PACKED PAANS BY GUEST TABLE TO PROVIDE IN SOUTH FOYE BR RIDAL ROOM REQD

BOARD TO READ AVANI WEDS JITEN

Released By : IDS Released On : 09-AUG-2007 16:26

Please Note: The above package rate includes 40% charges towards Hall Rental,50% charges towards Food & 10% charges towards professional service. SALES MANAGER

FUNCTION PROSPECUS FORMAT


MAYFAIR ROOMS, MUMBAI Reservation #: 702660 PAGE # 2

Day Date Time Type Of Function Monday 13/08/07 19:00-23:00 Dinner

ENGINEERING HOUSE KEEPING PIPED MUSIC REQD / INSTRUMENTAL / SOUTH EN TRANCE RAIN SHED IS REQD SINCE BARAT IS AR RIVING FROM BACK ROAD

STORES OTHERS DECOR BY WINDSOR

NON-F&B REQUIREMENTS F & B MENU-ITEMS

BEVERAGES ASST SOFT DRINKS FRESH JUICES (ANGOOR ANAR WITH BLACK SALT) ORANGE BLOSSOM (WITH ICE CREAM) SHOGUM SHUDHA

SALADS & RAITAS VEG ALOO TUK CHAAT ANARDANA RAITA (WITH PINEAPPLE) GREEN SALAD (WITH ASST DRESSINGS) HARA CHANNA CHAAT (2 TYPES OF PICKLE / LACCHA ONION & LIME HUMMUS (WITH PITA)

MAINCOURSE VEG AMRITSARI CHOLE (WITH KULCHA) BHINDI BHARELA (GUJRATI) CANNELONI FLORENTINE WITH RICH CHEESE SA (BREAD BASKET) DAL MAKHANI DAL TADKA (LIVE AT SITE) DUM ALOO KASHMIRI (RED GRAVY) GOLDEN RING HALDVO ( GUJRATI) (FARSAN ON BUFFET) PANEER PASANDA PATRA SAMOSA(GUJRATI) (FARSAN ON BUFFET)

Released By : IDS Released On : 09-AUG-2007 16:26

Please Note: The above package rate includes 40% charges towards Hall Rental,50% charges towards Food & 10% charges towards professional service. SALES MANAGE

DINNER CHECK LIST

Date of the Function:

Venue:

Name of the Guest:

Address:

Contact No:

Contact Person during function:His / her Contact No:

Timings:Guest arrival:Starters service Timings:Bar services timings:Dinner Timings:Function ends at :

Min. Guaranteed No: Expected: (10% of Min. No):

Rate:Dinner-Rs.+13.68% tax per personDance floor-Rs.DJ-Liquor Licence- ( As per Unite )Beer-100/-Beverages- at extra cost Any Other rates-

Billing Instructions:Advance received-Rs.Rs. required by (- Cheque in favour of Mayfair Rooms)

Set Up:- to reconfirmDcor:TinaStage/ MandapBar: mixers at extra cost / mineral water , diet cokes at extra cost

Buffet:Round tables:

Board to Read:

13

SALES


SALES ENQUIRY CHECKLIST

PERSONAL DATANAME:.....................................................................................................................................................................COMPANY/ ADDRESS:...........................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................ENQUIRY DATE: ..................................................................................................................................................FUNCTION DATE: ..................................................................................................................................................FUNCTION DAY : ...................................................................................................................................................TEL: (O):...........................(M) .................................Resi:.................................FAX.................................EMAIL: ....................................................................................................................................______________________________________________________________________________________

FUNCTION DETAILS REMARKS.....................................................................................................................................................................TYPE OFFUNCTION:.............................................................................................................................................................NO. OF PAX GUARANTEED: ................................................................................................................................NO. OF PAX EXPECTED: ......................................................................................................................................TIME OF FUNCTION: ............................................................................................................................................ BOARD TO READ: .................................................................................................................................................

VENUE DETAILS:....................................................................................................................................................SET UP CHARGES:................................................................................................................................................RENTAL: .................................................................................................................................................................COVERING DETAIL: ..............................................................................................................................................

VENUE ADDRESS (ODC): .....................................................................................................................................

SITE VISIT: .............................................................................................................................................................

FLOW OF FUNCTION: ..........................................................................................................................................ARRIVAL: ................................................................................................................................................................BREAKFAST:...........................................................................................................................................................MID MORNING TEA:...............................................................................................................................................LUNCH: ..................................................................................................................................................................HI TEA: .................................................................................................................................................................EVENING TEA: .......................................................................................................................................................STARTERS: ............................................................................................................................................................DINNER: .................................................................................................................................................................BAR: .......................................................................................................................................................................

BEVERAGE DETAILS: ...........................................................................................................................................SOFT DRINKS: .......................................................................................................................................................JUICES:BEERS:WINE:CHAMPAGNE:SPIRITS:SODA:TONIC WATER:DIET COKE:WATER: SEALED GLASS:BOTTLE LTR:BOTTLE 1 LTR:20 LTR JAR:


MENU DETAILSJAIN MENU:CAKE: FLAVOUR:MESSAGETYPEWEIGHTSETUP DETAILSTYPE OF SEATINGSEATING AREASEATING BY MAYFAIR SEATING BY GUESTCHARGED SEATINGCHAIRS: PLASTICCUSHION:ROUND TABLES:BUFFET TABLES (6 x 2):CENTER PIECES:CENTRE PIECES WITH CANDLES:BAR SET UP AREA:BUFFET SET UP AREA:SIT DOWN DINNER:STAGE DETAILS: AREA:LOCATION:DANCE FLOOR:SPECIAL INSTRUCTION:FLAIR BAR TENDER:DECORATOR:FLORIST:SECURITY:PICK UP AND DROP FACILITY:DRIVER MEAL:PARTICIPANTS MEAL:ENTERTAINMENT:EVENT MANAGER:LIVE BAND:DJ:PUPPET SHOW:MAGICIAN:MEHNDI:JUMPING JACK:THEME:PERMISSION:POLICE:EXCISE:GENERATOR:BANQUET CONTRACT FORM:PARKING REQUIREMENT:PARKING AREA:VALET REQUIREMENT:AUDIO/VISUAL REQ:PROJECTOR:PA SYSTEM:SCREEN:MIC:C. D. PLAYER:BILLING INSTRUCTIONADVANCE RECEIVEDBALANCE PAYMENTSIGNING AUTHORITY

15

SALES


RATE PER PERSONTRANSPORTATION

OTHER INSTRUCTION

FOR MAYFAIR BANQUETS


ENQUIRY LETTER RESPONSE

DATE: 4th July 07To,

Mr. Jignesh PatadiaPrincipal Global Services Pvt. Ltd.Level 6& 7, Tower 6,Magarpatta City, Hadapsar,Pune 411028Tel.no: 66214060Mobile: 9860093535E-mail: [email protected]

Sub: quotation valid till 30th September 2007

Dear Sir,Greetings from Mayfair Banquets!

Thank you very much for the interest shown in our services.

Further to our discussion, I take great pleasure in forwarding you a proposal for your function in June 07

Date: 20TH JULYTime: 1930 hrsVenue: Attica 5th level No. Of persons: 40 minimum guaranteed people

Date: 27TH JULYTime: 1930 hrsVenue: Alexandria and Patio 4th Level No. Of persons: 100 minimum guaranteed people

Type of function:

Menu:Starters one veg and one non-veg on circulation

Veg Soup- one Veg soup Main course- One veg, One non-veg, (mutton / chicken) one dal and one rice

Preparation, assorted Indian breadsSalad twoDesserts- two

Rate per person Rs. 400/- + applicable taxes

Rate per person Rs. 350/- + applicable taxes without the starters

The above rate includes food and service, dinner buffet arrangements only.Additional chargesDJ with basic sound systems: 5000/- + applicable taxes

Stage @ 30/- sq ft, (Required Stages size is 20x 16) 9600/- + taxes

17

SALES


Beverages: (taxes as applicable) if required: 15% discount at the following beverages.

All beverages are charged at actual at the following:

Soft drinks- Rs. 140/- for 1.5-lit bottleJuices- Rs 150/- for 1-lit tetra packSoda- Rs 100/- for 1.5-lit bottleMineral water - Rs.25/- for 1 lit bottleBeers- Rs.120/- per 650 ml bottle

You may bring your own spirits, which will be served by our trained staff @ RS 150.00 per bottle opened.

General points to be noted:

Time limit: the time limit for music for all function under the law is 10 pm.

Guest Liability: Kindly ensure your guests do not carry any explosives/inflammable materials to the property. Further you will be liable for all /any damage caused during the duration of the function.Any damage caused would be appropriately charged and the minimum charges would be 10,000/- per day

Decoration: Kindly ensure that all garbage and decoration material is removed on the night of the function. No double tapes, pins and nails to be used in the venues.

Firecrackers: Kindly note that no firecrackers will be permitted anywhere on the premises of the club for safety reasons.

Banquet Contract form must be duly signed by guest before the function.

Taxes: Since we are under Composite Scheme of MVAT, the invoice will show Vat inclusive rate (8 %) to which service tax is added

Generator back up: generator back up for any power required in excess of the basic provision from Mayfair Banquets should be arranged by the client.

Following permission and License should be acquired from the respectiveauthorities by the client (Subject to change as per Government Regulations)

1. Police permission for loud speaker- 3000/-

2. Excise license 11000/-

Terms of payment: Advance towards minimum guarantee required to confirm the function. Final bill to be settled on the day of the event. Advance paid is non refundable. All cheque to be drawn in favour of Mayfair Banquets Pvt Ltd.

Assuring you of our best services at all times,

I remain,

Yours truly,


LETTER OF REGRET

Date:To,

Dear Mr,

Greetings form Mayfair Banquets!!!!

This is to express our extreme regrets for not being able to serve you this time.

We shall definitely keep you in our records & will look forward top have another opportunity to be of serviceto you

For us to know you better please spare a few minutes & complete the attached questionnare & return it to us.

Thanking you for enquiring with us for your banquet.

Yours faithfully,

Sandeep PusdekarGeneral Manager.

19

SALES


Operation Manual I Mayfair Banquets20

BANQUET CONTRACT FORM

Terms & Conditions:

1. All details for Banquet functions must be finalized at least 7 working days prior to the function.

2. Billing for all the function is based on a plate count. The bill will be raised on the basis of Minimumguaranteed number or actual plates count whichever is higher.

3. All applicable taxes are extra.

4. Food shall be prepared only for 15% of over the guaranteed number of guests attending.

5. Only the food & beverage items provided by The Mayfair Rooms are to be consumed on the premises. No leftover food or beverage will be removed from the premises for outside consumption, irrespective of the number of guests actually attending a banquet function.

6. There is no discounted rate for children.

7. It is compulsory to purchase all liquor against TP and the TP to be produced as and when required duringthe function by the excise authorities.

8. Liquor and Food will be served until midnight only or as per the prevalent state laws.

9. Mayfair Rooms has in-house arrangement for providing decoration and DJ for the functions. The outside decorator and DJ are not permitted.

10. The Client is responsible and liable for any damaged caused to the Mayfair Rooms property or equipmentby the client or the client's guests attending the function.

11. Advance paid is Non-refundable & No- transferable.

12. The Management will make best efforts to provide efficient services, however, in the event of circumstances beyond the control of the Management and / or due to unavoidable circumstances, the party/ function is required to be cancelled and/ or not performed / carried out to the requirement standard, in the event Guest shall not raise any objection of whatsoever and / or raise any claim against the Management.On the said express understanding, the management has agreed to organize the party / function for the Guest.

13. The Management of the Mayfair Rooms is not liable for compensation of any loss or damage to the guest's personal belongings or cars parked by valets during the event.

14. In case of cancellation of confirmed function one week prior from the date of function. The Management will raise bill according to the minimum guest guaranteed and rate negotiated as per Banquet Function Contract or Function Prospectus.

I approve and accept the above and agree and undertake to pay all bills in respect of the function and any damages caused to property thereby.

Guest's Signature:_______________________ SignedFor MAYFAIR ROOMS

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CREDIT POLICY

(i) Credit Policy -Introduction

It is the Mayfair Banquet policy to encourage cash sales and settlements by Cheques / credit card, and torestrict other forms of credit.

The most important tool used to achieve solid credit control is a comprehensive credit policy which should beperiodically updated

and made known to all necessary personnel in the marketing, accounting, food and beverage and creditdepartments.

(ii) Credit Committee & Meetings

The credit committee of the Mayfair Banquet shall constitute of CEO, COO, S&M Head, F & B Manager andFinance head.

(iii) Credit policy for individuals:

At least 95% of the estimated billing of the function/conference should be collected in advance before the startof the function.

No credit will be given to Individual clients unless it is approved by the CEO/COO in writing..

(iv) Credit Policy of Corporate:

a) Credentials of the Company should be ascertained for credit worthiness.

b) A billing letter on the companys letterhead must be obtained prior to the function / conference etc. withnecessary details

on the proposed function/ conference.

c) All companies desirous of obtaining credit facilities need to request for credit duly signed by theauthorized signatories of

the company. The name(s), designation(s) and address (es) of persons responsible for effecting paymentsand to whom the

bills have to be sent must be clearly specified. There should be a creditability check for corporate clientfrom past records if available

with the company or from the market. The request routed through the Sales department should be submit-ted to the S&M Head

for getting the credit approved from the credit committee.

d) No further credit will be given to one corporate incase there is past overdue pending.

e) In case the Client delays in making payments by more than 1 month from the due date than no creditwill be extended to it

and function will be done on full advance payment basis.

f) The F P (before the function) and challan (after the function) should be signed by the authorized

guest to avoid any disputes.

(v) Returned Cheques

a) On receiving a returned cheque, Party would be informed about the return of the cheque and requested for payment by

Demand Draft or Pay order. In case party request for re-presenting of cheque it should be done. In case cheque is returned again,

party would be requested for payment through DD or Pay order only.

b) Charges if any levied by the bank for returning the cheque would be charged to the party account.

c) A note would be circulated to the S&M and F&B department and the account will be flagged on caution for future credits.

d) Cheque will be kept with the Finance Head for forwarding to Legal Advisor along with returning memo of bank for initiating

recovery proceedings, first by letter and then through court. Help of collection agency would also be used as parallel

mean to legal proceedings.

(vi) Reminder letters & follow-up

a) The reminder letters should be sent from the dealing sales representative at appropriate intervals to each party

who has outstanding balances.

b) Reminder letters should be sent as per the standard format and actively followed up.

(vii) Responsibility for Collections

It is reiterated that it is the moral and functional responsibility of the Sales & Marketing team to recover the outstanding amounts.

Accounts team will only provide necessary help in this regard through reports and follow-ups.

IV. CASH COLLECTION POLICY

a) The cash sales and receipt need to be discouraged.

b) In case if client want to pay in cash than maximum limit for the same should be up to 40% of the billing amount.

c) The accounts officer and / or above need to be present in the discussion of cash matter. The cash should be received in the

presence of 3 authorized persons including one accounts staff. No receipt of cash will be issued.


23

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d) A separate memorandum note book need to maintained and signed by all authorized persons. The note book will be destroyed after regularization of entries in the presence of director finance and CEO with reasonable interval.

e) Clients should be asked to suggest the name of the persons on whose names the cash bills can be raised.

f) Client has to tell before finalization of Function prospectus about the cash component. The complete cash component

should be received before the function with the guaranteed amount.

g) The cash should be deposited in the bank and no direct utilization of cash should be done.

h) All the final settlement with party shall be done in cheque only.

PROFORMA INVOICE


To 27.06.2007Mr. SujitAmdocs Development Center India P Ltd6th Floor , Cybercity,Tower - 2 , Magarpatta , HadapsarPune 411028Tel : 020 - 26703000Please find below the details of your Function

Tipe of Function :- Annual Day Date of Function - 08.09.2007Venue - Colossuem , The Corinthian ClubMinimum Guaranteed : 3000 Pax

Particulars Pax Rate Add:Vat Basic Rate Amount8%

Buffet Dinner 3,000 475.00 38.00 513.00 1,539,000.00Venue Covering Charges 150,000.00Police Persmission & Liquor Licn. 14,000.00

Sub Total 1,703,000

Add: Service Tax on 1.64 lacs @12% 19,680Add: Service Tax on Food @7.20% 110,808

Add : Education Cess 3% 3,915 on service Tax

1,817,723

Grand Total Rs. 1,817,723

Rs. Eighteen Lacs Seventeen Thousand Seven Hundred Twenty Three Only

Terms of Payment90 % Advance to be paid before Function & Balance Amount to be paid within 10 days , on the receipt of the bill based on the Sales Challan Signed by your representative at the endof the function. Above rate is only for food, Areated Beverages , will be charged as per therate Mentioned in Quotation.( Basic rate less 20% Discount on Beverages Only plus Taxes Extraat Actuals)

Please prepare all Cheque/DD in favour of " MAYFAIR BANQUETS PRIVATE LIMITED "

Note : We are under Composit Scheme of MVAT therefor our Actual Invoice will show Rate Which Will inclusive of 8% VAT.

VAT TIN : 27850006513VService Tax No : CE-PIII/STC/MAK-671/MBPL-28/04PAN NO : AABCD2011N

Bank Details:Name : UTI Bank LtdA/c No : 110010200004015Address: Plot No 75/2/2 B - Building No - Y Sacred Heart Town , Wanwadi Pune 411040

Thanking You,For MAYFAIR BANQUETS PRIVATE LIMITED

Authorised Signatory

MAYFAIR BANQUETS PVT LTD

PROFORMA INVOICE

The Corinthian , Nyati County , Nr. N I B M , Kondhva Pune 411 028 Tel : 020 - 26802222

25

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MENU ITEMS

Soup (any 1) Canadian soup French onion soup Hot & sour soup Minestrone Potato & leek soup Sweet corn veg soup Tom yum soup Tomato and basil soup Tomato rassam Veg wanton soup

Vegetarian- (any 2) Chutney wale aloo Peshawari chole Subzi khada masala Mirchi ka salan Dingri mutter hara pyaz Palak Makai Cauliflower chilly fry Gobi mutter Achari Veg malwani curry Aloo Gobi Adraki Navratan korma Mixed Veg Jalfrezi Kadai subzi Aloo hare pyaz ki subzi Veg Makhanwala Methi muter malai Thai green curry Veg au gratin Assorted veg in garlic sauce Paneer (any 1) Kadhai paneer Paneer Tawa masala Paneer hydrabadi korma Paneer butter masala

Non veg (any 2) (1Chicken, 1 Mutton) Murg Chettinad Kadhai chicken Chicken makhani Achari gosht Murg achari korma Khade masale ka gosht Murg Tawa masala Gosht banjara Murg mussalam Mutton vindaloo Lamb masaledar Murg do pyaza Mutton shahi korma Saag murg Chicken kheema masala Chicken tikka masala Lamb hydrabadi Dum ka gosht

Singaporean black pepper chicken Stir fried chicken NON SPICY

Dal (any 1)

Dal Bukhara Dal Makhni Dal Methi Dal palak Kali maa ki dal Panchratan dal

Rice (any 1) Steamed rice Cumin rice Mixed veg pulao Saffron & green peas pulao Veg hakka noodles Schezwan fried rice Veg fried rice Tomato mint pulao Veg. biryani

Assorted Indian breads

Salads (any 3)

Aloo chaat Corn & Red bean chaat Roasted pineapple & cabbage salad Kuchumber Mexican corn & tortilla salad Tomato & feta salad Apple & red cabbage salad Russian salad German potato salad Cabbage Hawain salad Som tom salad Tomato & spring onion salad Broccoli & orange salad Caesar salad Cucumber and cherry tomatoes in hung yogurt Country Greek Salad Hummus Sprouts salad Coleslaw Cheese & pineapple salad Tomato mozzarella salad Carrot & celery salad

Desserts (any 3) Dark & White Chocolate Mousse Gajar Hulwa Kulfi Jalebi [Kesar/Apple] Date Pancakes Apple Pie Rasgulla


27

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Ice Cream Fruit triffle Malpua Kheer (Rice, Kesar) Angoori Rabdi Chocolate Orange mousse Moong Dal Hulwa Walnut Brownies Gulab Jamun Shahi Tukda Ras Malai Fresh Fruit Platter Phirnee Black Forest Gateau

LIST OF LIVE COUNTERS

SINGAPORE (ORIENTAL) HAWKERS COUNTER(An exciting display of pre cooked exotic vegetables,lamb & chicken with a wide variety of sauces/oils and condiments)

BURMESE KHOWSHEY COUNTER{Vegetarian & non-vegetarian Khowshey served with rice & an array of condiments & spices}

MAYFAIRS PASTA TROLLEY(Penne, Fussili & farfale cooked in a choice of alfredo, basil pesto or marinara served with assortedvegetables & lamb, chicken & in a wide range of condiments)

INTERACTIVE SALAD STATION(An array of salad vegetables and meats for you to combine with dressingsto toss up a SALAD OF your taste.)

RISOTTO STATION

ARBORIO RICE COOKED WITH CHOICE OF ACCOMPANIMENTSCHICKEN / ASPARAGUS / SHITAKE MUSHROOMS / STUFFED OLIVES / SUNDRIED TOMATOES /BLACK OLIVES / PICKLED

BURGER STATION

COTTAGE CHEESE BURGER

CHICKEN BURGERCHICKEN HOT DOGS{SERVED WITH FRENCH FRIES / MUSTARD MAYO/GRILLED ONIONS / GhERKINS / CHEESE / TANGYSPICY SAUCE}

GRILLED STATIONCHICKEN ESCALOPE

COTTAGE CHEESE STEAKSSTUFFED ZUCCHINNI{SERVED WITH ASSORTED VEGETABLES / CREAMY MUSHROOM SAUCE/WILD BBQ SAUCE / PICK-LED RED ONION BUTTER}

ROTISERIE GRILLLamb strips/ chicken escalope served with assorted vegetablesAnd red wine and green pepper sauce and lemon chilly butter Tangy barbeque sauceHungarian Lamb Stew

Sauted Mushroom and Cheery Tomatoes in walnut, wine and Parmesan.

Noodle Bar(live counter)(an assortment of fresh vegetables and meat with lively display of saucesand accompaniments where the chef invites you to choose your combinationfor him t put together as per your taste)

VEG CONTINENTAL COUNTER

JACKET BAKED WITH ASSORTED FILLINGS- LIVE AT SITE


29

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(SOUR CREAM CHEESE, PARSLEY BUTTER

TAWA MUTTON- LIVE AT SITE

(BHEJA, BRAIN, LAMB CHOP, GURDA, KALEJI, KHEEMA SERVED FROM TAWA LIVE AT SITE

COTTAGE CHEESE STEAKS{SERVED WITH ASSORTED VEGETABLES / WILD BBQ SAUCE / SPICY TOMATO SAUCE}


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35

SALES

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MEN

US S

TRUC

TURE

GUEST FEED BACK FORM

Dear Guest,

Kindly spare a few minutes to answer some questions and help us to improve our services. Feel

free to add in your valuable suggestions at the end to enable us to serve you better. We value

your comments and appreciate your help

PARTICULARS REMARKS

excellent good poor

Type of Function

Venue

Ambience

Look & Feel

Air conditioning

Service

Attentiveness of staff

Flexibility to your needs

Courteousness of staff

Food quality

Taste of food

Presentation of food

Temperature of food

(was the food served at right temperature)

Did any staff member exceed your expectation

When do you plan to schedule your next event with us

Please write below, any further suggestions or comments you wish to add:

Personal Details

Name

Birthday Anniversary

Address (Home / Business)

Telephone (Home / Mobile / Business)

Email

Date Time

Signature


37

SALES


THANK YOU LETTER

To,

DearMr/ Ms

Greetings from Mayfair!!!!!

On behalf of Mayfair Banquets, I would like to thank you for hosting your event at Mayafair. We truly

appreciate your valued support.

It was an absolute pleasure working with you and your team and I appreciate the opportunity to cater for this event.

Mayfair Banquets dedicated services team spared no effort to ensure that every detail of the event from food and service to the dcor and ambience was well looked after.

We trust the arrangements were to your expectations and look forward to receiving yourfeedback.

I would like to thank you once again for choosing Mayfair Banquets and look forward to yetanother occasion when we can be of service to you.

Yours sincerely

REGRETS ON COMPLAINTS

To,

Dear (Name of the guest),

Thank you for hosting your prestigious function at Mayfair on (Date)

However, we are very sorry for the inconvenience caused during your event.

Please accept our sincere apologies for any unfavorable impression made.Such comment is a major concern for any organization involved in customer service and therefore for Mayfairtoo.

We have noted all your comments for further improvement. Your comments provide data for monitoring &evaluation of the service extended to our guests.

We assure you that we are constantly training our staff in order to keep our standard of service at optimumlevel.

We look forward to having the opportunity to serve you at Mayfair again during your future events. Until then,we send you our best wishes.

Yours sincerely,

(Name of the staff)Mayfair Rooms254 C, Dr. Annie Besant RoadWorli,Mumbai-400030Tel-022 40501111


39

SALES


IRATE CUSTOMER HANDLING

1 LET THE CUSTOMER VENTAvoid phrases1 you dont seem to understand2 You must be confused3 You have to4 We wont..we never.We can't5 Its not our policy

DO THESE THINGS1 Nod your head frequently2 Say UhUh from time to time3 Maintain eye contact

2 DONT TAKE IT PERSONNALY1 Do not raise your voice2 Do not retaliate comment to comment

3 EXPRESS EMPATHY TO CUSTOMERSUse these phrases

1 I can see why you feel this way2 I see what you mean3 that must be very upsetting4 I am sorry about this

4 BEGIN ACTIVE PROBLEM SOLVING1 Gather any additional information you can2 Double check all facts3 Mutually agree on a solution4 Follow up.


HOW TO ANSWER A TELEPHONE1 pick up the within 3 rings2 greet the caller good morning/afternoon/ evening3 Give the Co name/ dept3 Give your name4 Ask the customer if you can help may I assist you

GET TO KNOW WHOM YOU ARE SPEAKING TO May I know who is calling Sir/madam

HOW TO PUT CUSTOMER ON HOLD1 ask the customer if you can put him on hold Can I put you on hold Mr./Ms..2 Wait for a response3 Tell the customer why they are being put on hold4 Give atime frame5 Thank the customer for holding Thank you for holding MR/Ms.

HOW TO TRANSFER THE CALL1 explain why the caller is been tranfered & to whom2 Ask the caller if she/ he minds being tranfered3 Make sure there is someone to pick up the phone

beforeyou hang up4 Tell the person you are transefering the call to ,

the name of the caller & the nature of fthe call

HOW TO TAKE A MESSAGE1 Explain your co- workers absense2 offer to help yourself3 Take a message or ask if the call can be transferred to some one else4 Fill in the message slip

Message slip check list1 correct spelling of customers first & last name2 correct ph no including area code- make sure you repeat the details3 Brief message explaining why the customer called4 Name of the person the customer wants to reach5 Time & date the customer called

ENDING THE CALL1 Repeat all actions steps you are goin to take2 Ensure both of you agree on what is going to be done3 Ask the caller if you can do anything else for him4 Thank the customer for calling/ appreciate if a problem is got to your notice5 Let the caller hang up first6 Write down all important information as soon as you get offthe phone

41

SALES


TELEPHONE AUDIT CHECK LIST

TELEPHONE CHECKLIST- To be filled for each unit by the Training Manager

Parameters Gentlemen Good Average Bad

Answer within 3 rings

Greeting of the Day

Unit Name

Name Introduction

"How may I help you?"

Tone/ Volume

Clarity

Language/ WordsTOTAL-My Score

Maximum Score 16

Remarks:

Name of person :evaluated :Time of call :Purpose stated :

TEN MAJOR DO'S & DONT'S


DONT DO

1I dont know I will find out

2No What can I do

3Thats not my job This is who can help you

4Thats not my fault Lets see what we can do about this

5You need to talk to my Manager I can help you Sir

6Calm down Sir I am sorry

7I am busy right now I'll be with you in just a minuite

8Call me back Can I call you back.

43

SALES


Yes No1Table dust free2Wet tissues are placed on the table3Water glasses are equal to the no of chairs at the table4Water glasses are kept on coaters & lid on5Sample crockery cutlery & glassware are on display are clean6Mayfair material for reference is available 7Function Photo albums are kept prominently accessible8Magzines, & news papers available9Old news papers & out dated magazines are removed

10Chair cushions & covers are clean 11All linen used have a fresh look12Airconditioning is properly cooling13The room is free from bad odor14Flower arrangements are fresh15Pencils & pads are available16The room is well lit17Mayfair colages are on display & kept clean

Sales meeting room check list


OFFICE PANTRY CHECK LIST

yes No

1refrigerators stacked with soft drinks & juices2The cabinet shelves are lined with clean liners3Wiping cloths are clean & without smell4Glassware, cups, plates are always available ready to use5Glassware, cups, plates are stacked neatly6Gas burner is clean 7Tea pots are clean & with no smell of stale tea8Sugar, tea powder, coffee powder & milk is available9Tea making Utensils are Clean with handles intact

10Chilled water is available11Wafers & cookies are available12Service salvers are clean & lined if necessary13Tea strainer is clean & free of bad smell14Dust bin present & lined with a garbage bag15Dust bin is not overflowing with garbage

45

SALES


LADIES GROOMING CHECKLIST- To be filled fortnightly by all team members Will be chekcked and signde off by Manager

Parameters Gentlemen Mark "1" if Yesor "0" if No

Dress Wearing neat and clean well ironed uniform in good condition. Cuff buttonsshould be tied. Is wearing closed, heeled shoes well maintained

Hair Hair kept close and pulled away from the face.

Hair neatly combed and & styled in an appropriate manner.

Non frizzy, non-messy, well conditioned hair Non oiled hair while on duty

Face Foundation / compact matching with the skin tone

Eyes Eye-liner of a suitable colour. Eye shadow (in peach or brown without glit-ter. No silver / blue eye - shadow )Lips Liptstick with yellow tone (beige / brown shades)

Hands Clean and manicured short trimmed fingernails with nail polish not chipped

No mehendi or other designs on handsNo threads or friendship bands tied on the wrist

Jewellery Simple elegant wrist watch, wedding/engagement ring, chain & small ear-rings

Hygiene Use of mild deodorant to prevent body odourNo bad breathTeeth should be stain free No dirty fingernails


Kitchen Introduction.

Mayfair this is the name that the whole corporate world in Mumbai is aware of, for 5 star ban-queting.It has been 7 years since that Mayfair has made its presence felt in Mumbai. It started with 5 star banquetingrooms that set a new standard in celebrations and conferences. In three years we immerged as trendsetter indoing weddings, corporate parties, conducting conferences by offering finest cuisines and services.

Presenting the Mayfair Rooms a recipe for great celebrations!A whole new dimension in exclusive Hospitality Services to set new standards in the art of celebrating eventswith a memorable experience.Innovation with an eye for detail is our motto, we believe professionalism and expertise distinguishes the ordi-nary from the exclusive

Our motive is to our guests with highest standards of hygienic, nutritious food that they could relish on dailybasis. We stands out amongst its contemporaries by providing a system of operations that enhances total qual-ity & hygiene

It is said; nothing supersedes success. It is also said that no business can ever be bigger than food business. Whatever may happen man has to eat. This brings a radical difference in the way cuisines can be made avail-able to him that too right. where he is. A quest in bringing in not just quality food but a complete change in theway the corporate world would dine.The effort is to create a homely bliss to tantalize taste buds and satisfy theincreasing shifting palate and those who still prefer the traditional way of taste.

With our expertise we even provide silver service depending upon various requirements of the corporates andthe socialites. We can cater to corporate and social parties with an exhaustive and finest cuisine, which rangesfrom Mexican, Thai, Chinese,Continental, Mongolian, Lebanese etc

To complement our delectable cuisine, we offer warm and delightful service. Everything is thoughtfullyplanned and executed so that corporate and socialites have absolutely no cause for concern for their guests.With the finest and customized serving dishes, crockery, cutlery and tableware. And expert staff who are cour-teous and attentive, yet never overbearing.

We have hosted some of the most talked about occasions in town- with VVIP invitees - like former President ofthe USA Mr. Bill Clinton. Hardly surprising, then, that today our hospitality is making quite an impression on min-isters of state, industrialists, superstars and many Corporate.

47

OPERATIONS


FEH

CYTI

C

SFE

HC TI

NU

S

UO

S TIN

UF

EH

C

GNI

DR

AW

ETS

RO

SIV

RE

PU

S10

PD

CL

ATN

ENIT

NO

C10

PD

CN

AID

NI10

PD

CY

RE

KA

B10

NA

MY

RTN

AP

10

II SI

MM

OC

10

IA

WLA

H10

IA

WLA

H TS

SA

20II -

SIM

MO

C10

RE

KA

B TS

SA

10YTILIT

US

DR

AW

E TS

80

RO

OD

NAT

KO

OC

20

II SI

MM

OC

60

I SI

MM

OC

20

PD

CL

ATN

EIR

O10

II SI

MM

OC

10

ORGA

NIZA

TION

CHA

RT F

OR 5

00 P

AX B

ANQU

ETS

CAPA

CITY


Job Description

Job Title: City ChefDepartment: Food productionReports To: Chief Operating OfficerPrepared By/ Date: HR Head/ May 2007Approved By: C O OApproved Date: June 2008

SUMMARY

Responsible for the overall quality of the food and non-alcoholic beverage served in all Mayfair activity in thecity of Mumbai.The effectiveness of this function is in maintaining the budgeted costs in terms of material and personnel whilekeeping a high benchmark in the quality of the food and beverage.ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.

Cost parameters Develop and implement cost control processes in all operating units. These will be monitored weekly by the

city chef Overall responsibility to ensure the targeted material cost for the city is achieved +-2% To maintain the manpower cost of the department in the city as prescribed by the management. Puts in systems and processes to ensure that casual staff hiring in the production department is done in such

a way as to minimize cost.To innovate new ideas for cost reduction. Will be personally responsible to implement at least 5 significantinitiatives to bring down/rationalize costs.

Work with the Sales-Head and unit managers to design menus for events considering the profitability of theevent for all functions exceeding 750 customers

Work with the unit chef and the unit manager regarding the costs so as to increase the profitability of the units.

Implement the cost control measures in the kitchen with the unit chef for achieving the budgeted cost per person value.

Help the unit chef in keeping the equipment hiring cost in the required parameters +-1% Make a yearly budget for the food cost and the capital budget as per the requirements for the year on the

terms of equipment hiring done for the previous year and forecast for the financial year.

Customer Service Interacts with key customers in the city to present them with a menu of their choice in the cost parameters

of the rate offered to them. The city chef will be personally involved in all functions with a guest number exceeding 750

Interaction with those guests for the pre-function, during the function, and post to the function regarding thefood aspects and the presentation aspects.

Reviews the feedback from the feedback system in co-ordination with the sales and operations weekly andcirculates action required notes every week on that feedback.

Be the face of Mayfair regarding the food requirements of the guests for the city.

Training Create the annual training calendar in co-ordination with the HR department for the existing and newly

recruited kitchen staff. Conduct a meeting with the heads of the departments of the kitchen regarding the activities happening for

the next week and take a review for the preceding week. Conducts one to one feedback sessions with all staff in the units on a regular basis. One employee per week Conduct a meeting with the entire department once a month and share thoughts and views regarding the

business and the activities happening in the kitchen. Uses people deployment techniques to enhance soft skills at all levels Gives feedback to the vice president for additional training or any other training requirementsProduct Quality Conceptualizing, innovating and implementing new ideas which will enhance the WOW factor for the cus

tomer.

49

OPERATIONS


Make SOPs for the receiving of raw materials for the unit chef. Co-ordinate with other City Chefs for new concepts and the present trends happening in the industry. Co-ordinate with external vendors with assistance of the city stores manager for new techniques to reduce

the work load of the unit kitchen and maximize out put by the staff. Introduce new vendors for outsourced food as per the standards. Be the front for all new ideas and innovations in the city. Personally responsible for 24 distinct product

improvement initiatives in a year. Implement systems to ensure the hygiene of the kitchen is as per standards set by the government. The city

kitchens score not less than 90% in the mystery hygiene scores

Standard Process Adherence Ensures timely and proper

banquets operations manual 2007

Documents

tel check list

housekeepingopening

grooming check list

dinner check list

closing check list

breifing check list

sales enquiry check

shift managers check