HTM 2514 1st Edition Lecture 14Outline of Last Lecture I. Customer ContactII. Planninga. Strategic Plan and Tactical PlanOutline of Current Lecture I. Executing the Eventa. Banquet Event Orderb. During the Event Managementc. Final Payment HandlingII. Follow-upCurrent LectureI. Executing the Event – some minor changes will occur right before/during function, but by the time the guaranteed count is submitted, all concerns between both planner and host should be laid to resta. Caterers are responsible for execution of event regardless of whether all of their staff shows up or not – they can NEVER cancel on their clients, this would damage their reputations or put them out of businessi. Should have contingency plans in place for replacement personnel and productsb. Banquet Event Order (BEO) – document that communicates all pertinent info about event to anyone responsible for providing any of necessary services for its successful execution; also known as function sheet or Event Orderi. Normally sent one week in advance so that proper ordering of product and staff can be ensured1. Numbered sequentially for referenceii. Usually not given to client, but used as internal toolThese notes represent a detailed interpretation of the professor’s lecture. GradeBuddy is best used as a supplement to your own notes, not as a substitute.iii. Can use BEO as contract, include signed clauses that other caterers include in more formal contractiv. Usually starts with basic info:1. Date and time of event2. Client’s contact info3. Type of function4. Location5. Expected number of guestsv. Schedule of events follows including menus, wine/beverage choices, specific info about decorationsvi. Other info including table configurations, menus for employee and professional meals, dietary restrictions, delivery schedules, etc. 1. Then BEO is distributed to all personnel involved in event’s planning:a. General managerb. Catering managerc. Chefd. Maître d’hotele. Purchasing agentf. Housekeeping managerg. Possibly others depending on size, organizationh. *can also be sent to outside vendors if they’re involvedvii. Don’t include the pricing on BEO because it is going to people who don’t need to know/shouldn’t know pricing 1. May be MANY revisions2. Final copy is printed after the guaranteed # of guests is determinedviii. PURPOSE of BEO: provide consistent and complete info on 1 document and to prevent miscommunication1. Should be proofread by event planning before distribution and compared to proposal sent to client for consistency2. Physical design should be straightforward, easy to readc. During the Event – highest level of hospitality should always be extended to all guests/clients during event; should be attentive but not overbearing, smiles, professionali. Client should be approached only when requested or necessaryii. Caterer should have business cards on hand during event but should wait until someone requests one to pass them out – don’t have too much promotion, the quality of the event should be enough proofiii. Schedule of events from BEO will guide catering staff through function, they should be prepared for any unforeseeable events that might cause a delay in service – always be flexible!iv. Client needs to pay for overtime if they cause a delay in service d. Event Management, “standardized ops” – management’s duty to set required standards and policies by which all catered events will be runi. Helps ensure profitability and reduce wasteii. All operational procedures MUST be standardized:1. Booking business2. Purchasing3. Receiving4. Storing5. Issuing6. Producing7. Serving finished products8. Function-room selection and setup9. Final bill tabulation and collectioniii. *If employees follow standard operating procedures then chances are you will reach your cost-control and quality-control goals with minimal difficulty e. The psychology of the final payment – final payment can be made before, during or after the eventi. Caterer should brief the client on when final payment is expectedii. Rare – client might not be happy with event so they don’t want to pay, always difficult situation to handle but normally the client is expected to pay in full because it’s normally a matter of opinion (they didn’t like the sauce paired with the lamb, etc.)iii. Final bill should be written, itemized clearly – contract and proposal should be cross-referenced to avoid any oversightsII. Follow Up – most event planners and caterers will follow up an event with a card or letter thanking the client for the business, include additional business card to use for referralsa. Can include questionnaire about the event so the client can provide constructive criticism or feedback (you can create this questionnaire yourself)i. Can be as brief as 3 questions on self-addressed, stamped postcard so theclient can fill it out in a minute and pop it in the mailboxb. Always add a personal touch – “please extend our congratulations to the bride and groom”c. Should go out a few days after the event, while memory is still