ARMY CATERING POLICIES AND PROCEDURES

Transcription

1 ARMY CATERING POLICIES AND PROCEDURES The customers utilizing our catering operation expect the Club to be well organized, consistent in product offerings, fair in its dealings, and to provide products and services that meet value expectations. In order to ensure a professionally organized event, the operations must follow consistent, quality services policies and procedures. The policies and procedures for an Army catering operation should be part of the Catering Brochure, and should be discussed and clarified with catering sales people, operations personnel. They also should be conveyed to our customer in such a way as to insure consistency is established for all events. Catering policies are necessary to express the catering programs mode of operation, to communicate rules of behavior, and to protect both the customer and catering business from problems due to poor communication. These policies can be communicated in several ways. Two suggested methods would be to have them printed and included in the brochure package when presenting it to the client, or to provide a copy along with the contract. In all instances, no matter what method you use, the customer needs to be aware of your catering & facility policies. After thoroughly explaining the policies, a signature by the client acknowledging their reading and understanding of your catering policies is essential. This may be accomplished easily by inserting a line near the bottom of the contract stating. "I have read and understand the information listed in the Catering Policies Statement and agree to adhere to them." Accepted by: Date:

2 CATERING Components of Army Catering Performance Measure: The Army Catering Desk Reference that has been provided to you as a Conferencing/Catering facility, contains standard operating procedures. Catering is accounted for by departments within the appropriate MWR program and use program codes that are applicable. Stand alone catering facilities (outside of the Catering/Conferencing facility) will use program KM. Catering services may also be offered from Bowling Centers and Golf Courses for events such as private outings, tournaments, and birthday parties. Catering sales and related expenses will be recorded in department 03 (Private Party Bar), department 13 (Private Party Food). Catering Financial Standard / Benchmarks This chart represents current Benchmarks that will be monitored for each Garrison by the Region to meet NIBD performance goals established by Regional Business Programs.

3 Room Fees: Facilities will charge room fees to cover all costs associated with the use of catering rooms/meeting space. Official events and special events hosted by private organizations, and events held in Community Activity Centers are not exempt from room fees. Special requests beyond the standard set up will be charged accordingly. Standard room fees are based on the capacity of the room and set up requirements for each Garrison. Catered events, where food and non alcoholic beverage purchases exceed four times the amount of the standard room rental fee, the rental fee will be waived. Automation: Catering managers will use RecTrac and Event Master to facilitate and record all parts of the function. Food Trac is the recommended automation software for culinary kitchen function. Core Catering Menu: The Core Army Catering menu will be used as a foundation to build your catering program around. The Core menu offers standardized products and services that are offered in Army Catering/Conferencing facilities worldwide. The purpose of this menu program is to standardize menu items and recipes in facilities throughout the Army. The core Army catering menu is an integral part of the overall Army plan to revitalize clubs, and to enhance Bowling, and Golf activities; this create value by enhancing quality, product/service consistency, and overall perceived value. Using the core Army catering menu items allows for standardize training, eases procurement of products, and standardizes food quality, thus allowing management to concentrate on other aspects, such as; Great Customer Service. In order to reach the goal of standardization, Army MWR Catering programs will be required to maintain an 80% core catering menu and comply with presentation standards outlined by the varied WOW packages and available training. Managers are highly encouraged to incorporate popular local menu items, not in the core data base, into their menus offerings. The core catering menu database and software, will be periodically updated and available as a tool for managers to further develop their menus and stay on top of industry trends. Managers may incorporate local recipes and menu items, not to exceed 20% of the total menu offerings. When offerings outside of the core menu data base are used, the recipes will be submitted to G9/Garrison Support/Executive Chef s for review.

4 The Process for Requesting Subject Matter Expertise (SME) from G-9: Garrison Support Team Requesting Specialized Technical Assistance: A request for G-9 Business Operations, Garrison Support Division assistance, starts with a written notification to IMCOM G-9, Business Operations Director, from an IMCOM MWR Director, describing the specific assistance needed at a Garrison under their area of control. The Garrison initiates this request via to the Region for an initial Assessment for Technical review. The Region MWR Director will then in-turn determines if they need to reachback for additional G-9 SME support. This formal request should contain the following information; Name of the Garrison, Specific MWR facility(s) being provided the assistance, and the Specific area requiring a Regional Subject Matter Expert (SME). It should also identify a POC for both Region and the Garrison. Once the Director, Business Operations receives and approves the request, from Region, (some request may be elevated to higher levels within IMCOM G-9 for approvals), action will begin to proceed with SME support for programs within, but not limited to; Food, Beverage & Entertainment, Golf, Bowling, Bingo, Conferencing & Catering, and/or Recreational Lodging Operations. Step 1: Initial Assessment The initial assessment that facilitates this request to IMCOM G-9 may/should be completed by the Regional SME in response to the Garrisons request for review. If completed by Region, this assessment should be included in the request for G-9 SME(s) If this assessment has not been initiated/completed and the Region desires that G-9 participate in the initial assessment, then that should be annotated in the request. Once G-9 receives the request for SME(s) assistance and/or the initial assessment and it is approved then the process will begin with communication to the Regional POC from the G-9 POC. Step 2: Communication with Region An IMCOM G-9 SME Team Leader is selected and will contact the Regional POC to discuss the specific area that assistance is required and other areas that may provide insight of the Garrison. What are the current internal challenges What are current or future (within a year) external challenges (deployment, downsizing installation, etc )

5 What is the desired outcome, integrating our assistance, etc Ending Goal and Objectives of the facilities and Garrison. Follow-up procedure timelines for Value Added pertaining to this trip and specific Garrison. Step 3: Planning, Leading up to the Visit The G-9 Team Lead, working with the Regional POC, will determine available dates for the visit will be developed. These dates will be determined based on availability of the specific G-9 SME(s). Specific information may be required from the Garrison. That information will be for pre-read and formulation of a Game Plan to make the visit efficient, productive, and value added. The Regional POC will contact the Garrison POC for this information and the travel arrangements will be conveyed to include the make-up of the traveling team. This coordination must be a partnership between the Regional POC and the G-9 Team Leader. Step 4: At the Garrison The IMCOM G-9 SME(s) will meet with their Regional Counter-part on the first morning of the first day of the visit. Though specific of the visit should have been coordinated prior to arrival, last minute changes, if any, should be addressed. An in-brief will have been scheduled with the Garrison Commander and the Garrison DFMWR. This should be scheduled for the first day of the visit. The specific area(s) that are to be addressed by the G-9 SME(s), at the facility should be priority one. If other areas surface while on the visit, they can be addressed if time permits and G-9 authority is given. If at all possible, corrective actions for identifiable challenges should be instituted while on the ground. If corrective actions will take longer that the allocated time on the ground, an action plan with timelines will be developed in conjunction with Regional counterparts while on the ground. The G-9 SME(s) will follow the lead of their Regional counterpart. Region will ultimately be responsible for the outcome of the visit. IMCOM G-9 is acting as a consultant to this technical assistance visit. Step 5: Follow Up Upon completion of the visit, the G-9 SME(s) will provide an after action report. This report will be first submitted to IMCOM G-9, Business Operations Director.

6 Once this report is reviewed by the Director (and/or others), it will be sent to the Regional Director for consolidation and follow-up. The Regional POC will be responsible for the Garrison follow-up to any action plan developed and left with the Garrison DFMWR. If no actions were required, due to the corrective actions being accomplished while on the ground, Region will send a completion letter to the IMCOM G-9 Business Operations director, stating that follow-up is not required and that the Garrison is moving forward in a successful posture with the actions that were taken. BOD/Club Manager: The BOD and Club manager are the two key people in the implementation of this policy. Their commitment is essential to ensure this program is properly implemented and executed. 1. Manage the Core Army catering menu of established recipes and standards. 2. Develop menus that meet the Core menu requirements. 3. Review cost cards as required on a quarterly basis. 4. Maintain standard food specifications for the mandatory core catering menu and ensure specifications for all other menu items meet or exceed the requirements provided in the core catering menu Manufacturer Specification Sheet. 5. Recruit, hire, supervise, administer, and train staff on established systems, production, and presentations standards as outlined in the WOW package. 6. Work with marketing to aggressively develop and implement marketing, promotions, advertising, and merchandising food programs that support the core catering menu. 7. Identify and purchase equipment and supplies within the established operational budget. 8. Ensure established nonappropriated fund accounting procedures and requirements are maintained. 9. Maintain a daily financial summary to include data on separate day-parts and activities. 10. Forecast, develop, revise, and maintain capital requirement budgets within established standards for replacement of equipment items.

7 EXAMPLE CATERING POLICIES Example Catering Policies are listed below and can be modified to fit a specific catering operation. FOOD All food items (with the exception of wedding or ceremonial cakes) must be provided by the catering department. Additionally, due to policy regulations we are unable to permit any food or beverage to be removed from the catering facility. The catering menus feature a selection of our most popular items. These are suggestions. We will be delighted to arrange menus to suit the client's particular requirements. Menu selection and all other arrangements must be received no latter than two weeks prior to scheduled events. Entrée selection should be limited to one choice per person, with the exception of special diet or religious requirements. A special menu will be selected prior to the event. In these situations the exact number of special menus is included in the guaranteed number. BEVERAGE The catering department is the sole provider of all alcoholic beverages. Any remaining quantities of special purchases of beer, wine, and liquor, not normally in our inventory, must be bought, in total, by the client at our contracted retail price and unused portions cannot be removed after the function. In those cases where individual bar sales do not generate a specified and agreed to amount per bar on a cash bar, a fee will be assessed for each bartender requested. SERVICE CHARGE A service charge of XX% is added to the total cost of the food and beverage portion of all functions. If a carver or attendant is required, a charge may be added. One carrier or attendant is scheduled for each guests. Set up fees should be charged for use of the facility when no food or beverage is required.

8 GUARANTEES AND CANCELLATIONS Clients are required to provide an approximate number of expected guests at the time an event is booked. A final guarantee head count must be given at least 48 hours prior to the function. Payment is based on the guaranteed head count number or actual attendance whichever is greater. Food will be prepared for five percent more than the guarantee to cover any unexpected/unannounced guest. If unused, distribution of this excess food will be at the digression of the facility. Cancellation less than 30 days prior to the event may result in forfeiture of the deposit. Customers will be charged for any function canceled without proper notification. OUTDOOR FUNCTIONS The catering department reserves the right to make a decision, when client approval is unavailable, to move an outdoor function inside due to inclement weather. This decision will occur four hours prior to the function. If the client needs catering to set both an outdoor and indoor function, a service charge is added. AUDIO VISUAL STAGING A complete line of modern audio visual aids are available. When specialized lighting and staging is needed, the sales person can assist with the arrangements or make recommendations on outside vendors, with whom the client can deal directly. Addition charges may be assessed for this service. LINENS AND DECORATIONS The Catering Department will provide any linen in our inventory free of charge for a booked function. Special requests may have to be rented, at the client's expense. Packages for decorations, such as ice sculptures, theme parties, and floral centerpieces in the themes and color schemes of your choice may be available. In the event that item may have to be procured form outside sources, additional fee s may be charged. SIGNS AND DISPLAYS Signs and displays are not permitted in any public areas or on the outside grounds for any group, unless prior arrangements have been made with the facility and the Garrison. Prearranged signage is permitted in the group's private registration area and in the private rooms.

9 LIABILITY AND SECURITY The client is responsible for any damages done to the event facility during the contracted times by any of their event attendees, outside employees not associated with the facility, or independent contractors under their control. The catering operation will not be responsibile for damage to, or loss of, any merchandise, outside procured items, or articles prior to or left during a client s event.