A RECIPE
FOR
SUCCESS
BANQUET SERVER TRAINING MANUAL
Bear Creek Mountain Resort and Conference Center
101 Doe Mountain Lane | Macungie, PA | 18062 | 1-866-SKI-AT-BC | info@bcmountainresort.com
TABLE
OF
CONTENTS
Introduction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1
Mission Statement
Guest Needs
Getting Started . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1
Manager Information
Reporting to Work
Uniform
Requesting Time Off
Pay Day
Banquet Events . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2
The Banquet Event Order (BEO) . . . . . . . . . . . . . . . . . . . . . . . . . 2
Set-Up
............................................. 2
Napkin Folds . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-4
Serving . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5
Cocktail Hour . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5
Dinner
............................................. 6
Event Breakdown and Clean Up . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6
Corporate Events . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7
Set-Up
Buffet
Serving
Common Menu Items . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8
Employee Agreement . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10
MISSION STATEMENT
B
oston Culinary Group (BCG) at Bear Creek Mountain Resort and Conference
center is committed to exceptional guest service through a focus on quality,
talented staff, and easy access to decision makers. With a highly personal approach,
long-term relationships are established that form the ever-growing BCG family, one
of the largest fully diversified food service companies in the United States.
GUEST NEEDS
The guest is always the most important person in the room, without exception.
Guest needs must always be addressed in a prompt and pleasant manor.
MANAGER INFORMATION
Banquet Director
Jonathan Krystofik
Banquet Manager
Jenny Laughlin
Banquet Manager
Jacqueline Souliere-Frey
484-576-7968
484-695-8765
484-223-8426
Office Number for All Managers: 610-682-7100 EXT. 357
REPORTING
TO
WORK
Park in designated employee parking lot.
Arrive in full and proper uniform.
Clock in no earlier than five minutes before your scheduled time.
Immediately report to supervisor on duty for current assignment.
UNIFORM
White Tuxedo Shirt
Name Tag
Black Socks
Serviette
Black Bow Tie
Black Dress Pants
Rubber Soled Shoes
Hair Tied Up (if long)
Vest
Black Belt
Impressions Card
Smile
Sneakers are not allowed and all shirts must be ironed.
Shirt, vest, and bow tie are on reserve at Ronald Moyer Tuxedo in East Greenville.
REQUESTING TIME OFF
To request time off, write down your name on the appropriate calendar date in the
Banquet Manager office.
All requested days off must be approved by Banquet Manager.
PAY DAY
Pay checks are available once a week on Tuesdays.
If unable to pick up pay check, it will be mailed out the following week.
1
BANQUET EVENTS
THE BANQUET EVENT ORDER (BEO)
The BEO is a document that lists every detail about an event.
Examples of BEO information:
Event Time frames
Linen Color/Napkin Fold
Number of Guests
Menu Selection/Hors D’oeuvres
Buffet or Plated Entrées
Glass/Silverware
Review the BEO for acurate information to ensure the correct event preparation
SET-UP
Ballroom Set-Up
Disperse tray stands for each server.
Set the linen and stock metal-shelved trays with
water and butter.
Set linen and skirt all appropriate tables.
“Fluffing” consists of adding an additional
linen to the top of a table and arranging it so
it does not lay flat but, instead, is “fluffed” to add
volume. All appropriate tables must be fluffed.
Polishing
Polishing consists of
wiping down glassware,
plates, and silverware to
remove water stains and
any spot or excess food
remnants. Please polish
thoroughly. Remember,
all items must be polished
before being put on the
table.
Pre-Function Set-Up
Make sure all tables are linened and skirted
To set-up crudite (cheese display) collect,count,and
polish the appropriate number of plates,tongs,and
ladles. Also include two stacks of beverage napkins.
Table Set-Up
Do not let seam show on linen.
Linen crease must face mountain.
Chairs must be lightly touching tablecloth.
Two sugar caddies and two creamers on all tables.
Double check matching silverware, glasses, and china.
Two sets of salt and pepper shakers completely
filled on all tables.
5 Course Place Setting
Place Setting Reminders
Napkin is 1/2 inch from table.
Knife blade faces inward.
Spoon and Knife handles are even.
Entrée fork is even with top of knife.
Salad fork 1/4 inch lower than entree fork.
Appetizer fork 1/4 lower (5 Course Only)
Dessert fork above napkin, handle facing left.
Intermezzo spoon above dessert fork with
handle facing right. (4 and 5 Course Only)
Coffee saucer placed near edge of table.
Coffee cup handle at 4 o’clock.
Water glass directly above tip of knife.
Champagne glass at 11 o’clock to water glass.
Bread and Butter (B&B) plate above forks.
B&B knife handle to the right.
2
NAPKIN FOLDS
TRIANGLE FOLD
FAN FOLD
3
NAPKIN FOLDS
BISHOPS HAT FOLD
MENU FOLD
4
SERVING
CLEARING
Always ask, “May I clear this please?” or “May I take this out of your way Ms/Sir?”
Clearing is done from the right of the guest.
First pick up silverware,then china,glassware by the stem,and coffee by the saucer.
All silverware and glassware must be removed before start of next course.
Always allow guest to keep any item for the length of the evening.
Remember to clear bread basket, salt and pepper, dressings, and sauces.
Arrive at breakdown station to scrape plates, sort silverware,empty glasses,throw
out straws,sort recycling and trash,place plates and glasses in proper
rack,place linens in bin,and put away bread baskets/salt and pepper shakers.
TRAYS
AND
NAPKINS
Any item leaving or entering ballroom,except for coffee,must be on a linened tray.
Distribute weight evenly on trays and be careful not to overload.
It is required to be capable of lifting 10 plates and 10 glasses.
Transport trays along perimeter to avoid collision and never over dance floor.
Use proper form when lifting tray and make sure tray linen is clean.
Always have a serviette on left arm.
Napkins remain on table until dinner is over.
When a guest leaves the table,take napkin and fold into a triangle,take two corners
and fold into another triangle,then spin. Set napkin back on table.
COCKTAIL HOUR
In addition to clearing, there is a wine service,Hors D’oeuvres are passed,and
crudite is managed.
Wine Service: Collect assigned wine types in glasses on lined tray and pass to
guests. Check ID if necessary.
Hors D’oeuvres: Another staff member will load Hors D’oeuvres with gloves.
Balance carefully and hold beverage napkins in other hand.
Crudite: Make sure crackers do not get low. Refill when necessary. Keep area
clean of fallen food items and spills.
DRINK SERVICE
Fill drinks from right.
Replenish drinks promptly, without a guest asking.
Two creamers and sugar caddies per table.
Keep water pitchers filled and available underneath metal shelved trays.
Make sure pitchers,creamers,and tea pots are polished before using.
Generally,use large coffee pitchers for regular and small pitchers for decaf.
When tea is requested,bring a tea pot on a saucer with doily and present entire tea
display to guest.
5
SERVING
INTRODUCTION
AND
SALADS
Count one salad for each guest at table. Place bread basket in middle of tray.
Table Orientation: Directly facing kitchen/back hallway is 12 o’clock.
Before serving, present bread basked and greeting at 12 o’clock:
“Good evening and welcome to Bear Creek. My name is______ and I will be
your server for the evening. The entrées tonight are______and______. If there
is anything you need, please don’t hesitate to ask.”
Serve salad from left and start at 12 o’clock and continue counter clockwise.
INTERMEZZO
Count one serving for each guest at table and clear all salads before serving.
Serve same as salads.
Be sure to clear intermezzo quickly to prepare for dinner service.
DINNER
Remain at tray stand and wait for entrées to be brought out.
Check entrées for accuracy before serving.
Serve from the left.
Use serviette to hold and serve entrées.
Serve to eldest female first, then proceed counter clockwise.
Present entrée with protein closest to guest. (6 o’clock)
Replace any dropped item and double check beverages.
After guests have taken first bite, ask politely and specifically how the meal is
and make sure all meat is cooked to appropriate temperature.
If a guest requests a new entrée because of problem, notify a captain or manager
immediately and write down information on the “Red Zone.”
The “Red Zone” is a document posted on the wall in the back hallway
and it records specific details of every complaint.
COFFEE
AND
DESSERT
If a guest requests coffee, it may be brought to them at any time.
Two creamers and two sugar caddies must be brought to each table.
Serve coffee by picking up the guest’s saucer, not only the cup.
Dessert follows same format as salads and intermezzo.
Place cake with wedge pointing toward guest. (6 o’clock)
EVENT BREAKDOWN
AND
CLEAN UP
During and after event, follow your specific cleaning assignment on chart.
Examples
Sweep/Mop
Wipe Trays
Clean Coffee Station
Take Out Trash
Clean Sinks
Return/Clean Crudite
Organize shelves
Gather Utensils
Refill Salt and Pepper shakers
6
CORPORATE EVENTS
SET-UP
Review BEO and note start time of event and time of guests breaks/meals.
Check that linens and skirts are clean,straight,and not ripped. If need be, replace.
Check chairs for stains and cleanliness. Replace if needed.
All canned and bottled beverages must be refrigerated at least 1hour prior to event.
Place note pads,pens,mints,water pitchers,and water glasses on tables.
Prior to event fill water glasses then fill pitcher for guest use.
Include a bucket of ice with ice scoop at beverage station.
Salt and pepper,silverware roll-up,and sugar caddies on tables.
If meal is not in meal room have light jazz on XM radio.
If any confusion or questions arise consult a captain/manager.
Remain flexible, events often exceed schedule.
BUFFET
Check BEO and gather appropriate chafers and correct number of plates.
Fluff buffet table and place correct number risers on table.
Before event,place deep tray in all chafers and fill with 1 1/2 pitchers of hot water.
Place fuel cell underneath all chafers and light prior to event.
Collect appropriate utensils and lay out on bread and butter(B&B) plates.
Monitor buffet attentively and replenish all items before they are empty.
Do not leave buffet unattended unless replenishing item.
All buffets must be labeled. Set up ceramic signs and a manager will provide labels.
SERVING
Be present when meal or break is being served.
During breaks,refresh room by clearing garbage,refilling water pitchers,adding
mints,and checking on the guests.
Check on event every 15-20 minutes.
Maintain buffet with efficiency. Replenish all items when necessary.
When event is over, clean pre-function and meal room. Remove all
napkins,plates,dirty linens,utensils,and any other removable item.
Straighten up chairs and leave room in original condition prior to event.
7
COMMON MENU ITEMS
HORS D’OEUVRES
Spinach & Feta Triangles
Scallops Wrapped in Bacon
Raspberry & Brie in Phyllo
Hibachi Beef Skewers
Cheese and Dill in Puff Pastry
Chicken Satay with Peanut Sauce
Sesame Chicken
Chicken Pineapple Brochettes
Proscuitto and Melon Balls
Mini Crab Cakes
Cocktail Franks in Puff Pastry
Vegetable Quesadilla
Beef and Vegetable Brochette
Coconut Chicken with Soy Ginger
Assorted Mini Quiche
Crispy Asparagus in Phyllo
Vegetable Spring Rolls
ENTRÉES
Poultry
Chicken Chasseur
Chicken Marsala
Chicken Victoria
Chicken Florence
Cape Cod Chicken
Beef
Sliced London Broil Au Poivre
Prime Rib
Filet Mignon
The Filet
Filet of Beef Wellington
Pork and Lamb
Herb Encrusted Rack of Lamb
Roasted Pork Roulades
Sea Food
Caribbean Mahi Mahi
Salmon Vera Cruz
Crab and Scallop Stuffed Sole
Broiled Lobster Tail
Combination Selections
Petit Filet with Two Baked Stuffed Shrimp
Petit Filet with Crab Cake
Petit Filet with 1/2 Lobster Tail
BUFFET
Entrées
Chicken Marsala
Chicken Victoria
Marinated Pork Medallions
Sliced London Broil Au Poivre
Oven Baked Salmon
Shrimp and Scallops
Cheese Tortellini
Carving Station
Prime Rib Au Jus
Encrusted Beef Tenderloin
Spiced Leg of Lamb
Rosemary-Grain Mustard Rubbed Pork Loin
All entrées are served with chef’s fresh seasonal vegetable and
potato or rice du jour.
8
9
EMPLOYEE AGREEMENT
Boston Culinary Group ( BCG) welcomes all new employees. The banquet server training manual is designed to provide accurate information as to the policies and procedures established by BCG at Bear Creek. If questions or concerns persist please do
not hesitate to consult with a banquet manager.
I,
have reviewed and understand the policies and procedures outlined within the Banquet Server Training Manual and agree to comply. I
acknowledge that BCG holds the right to edit or amend all policies and procedures
without prior notification. I hereby grant BCG the permission to use any photographs
of me taken during the performance of my duties for use in promotional materials
produced by BCG.
By signing below, I acknowledge my compliance with the terms and polices of the
banquet server training manual is a condition of my employment.
Employee Signature
Date
Bear Creek Mountain Resort and Conference Center
Franco Brady, General Manager | 1-866-SKI-AT-BC | info@bcmountainresort.com