EXTRAORDINARY BREAKFASTS
EMEA Standards
THE IMPORTANCE OF BREAKFAST IN EMEA
3
Buffet Minimum Requirements
Buffet Minimum Requirements : Checklist
A La Carte Food and Beverage
General Rules
4
5
7
8
OPERATIONAL & CULINARY GUIDANCE
9
Consistent Buffet Displays & Food Offer
Bread & Bread Roll Station
Bakery Station
10
11
12
Croissants
Cold cut, Smoked Fish & Cheese Station
Example of Weekly Food Rotation
Fruits Cubed / Sliced & Stewed Fruit / Compote
Fruit of the Month
Seasonal Fruit Display
Yoghurt Station & Garnishes
Cereal & Milk Station
Porridge Station
Fruit Juice Station
Hot Buffet Station
Live Cooking Station / Where applicable
Display Equipment
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SERVICE GUIDANCE
28
Service Guidance (Host)
Service Guidance (Server,Debarrasseur)
Breakfast Teasers
EMEA “PASS the SALT” report
28
29
30
31
BEST PRACTICES
32
Warm Welcome
Warm Welcome: Preparation of the Check In List
Regular guests
Gold & Diamond Members (& Complaint Guests)
“Local Language for Locals”
“The Walking Chef”
“The Walking Talking Chef”
Breakfast Buffet Offer
Follow Up low score guests
Waiter Recruitment kit
Breakfast Cost Initiatives
33
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37
38
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THE IMPORTANCE OF BREAKFAST IN EMEA
Breakfast at Hilton has been designed to provide our guests with a more relevant, refreshing and
generous experience. The experience will feature elements that focus on global trends along with
regional and cultural influences that will best deliver what our guest expects in service and product.
Breakfast at Hilton is the result of research and analysis by a multi-regional task force with findings
that will promote what research revealed as the guest desires for fresh and healthy options, high standards
of service and innovative delivery.
THIS PROGRAM IS REQUIRED FOR ALL OWNED & MANAGED FULL SERVICE HILTON BRANDED HOTELS (EMEA REGION)
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BUFFET MINIMUM REQUIREMENTS
4
A global core menu is developed that features the new key elements of the Hilton Brand Pillar of
‘NOURISH ME’ and achieves delivery of fulfilling, healthy and accessible products offerings. Feature
elements that research and current trends indicate “healthy” to consumers that emphasized, such
as cold and hot cereals, yoghurt and fruit station and whole grain fresh baked goods. Product
variety within the global core menu was reduced to those essentials for building the basic breakfast
allowing for growth in Regional and Local Menu variety.
Our emphasis is to be relevant to the consumer so it is essential that hotels achieve this basic
global core menu but adapt further variety to reach the specific consumer that most frequently eats
breakfast at your hotel with your local menu content.
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BUFFET MINIMUM REQUIREMENTS
5
Checklist
EU
MEA
✓
✓
✓
✓
✓
✓
✓
✓
✓
✓
Revised May 17, 2013
Hot beverage selection (table service and refilled as needed)
Coffee: Freshly brewed and decaffeinated
Tea: Classic, English Breakfast, decaffeinated, green, herbal and fruit infusion
Hot chocolate
Specialty coffees (e.g. espresso, cappucino, latte – at no extra cost) - Optional
Fresh juices
Minimum 4 - that meet local market demand
Breads & bread rolls
Breakfast Bread (minimum of 2)
Sliced Bread for Toast (minimum of 2) Hotel’s choice that best meets local market demand
Specialty Breads (minimum 3) – Hotel’s choice that best meets local market demand
Bread rolls - minimum (2) - extra
(e.g. Bagels, English Muffins, Baguettes, specialty loaf(s) breakfast)
Fresh Daily Baked Muffin (minimum 1) - Hotel’s choice consistent with local custom and/or market demographics
Pastries
Croissant
Assorted Breakfast Pastry (minimum of 2) – Hotel’s choice that best meets local market demand.
(e.g. Danish, Pan-Au-Raisin, Pan-Au Chocolate)
Red Fruit Jam (Locally sourced/ Produced when available)
Marmalade/ Citrus Jam (Locally sourced/ Produced when available)
Butter (Salted or Sweet/ Portion control where required)
Honey (Locally sourced/ Produced when available)
Brown Sugar (Required when Hot cereal option is steel cut oatmeal)
Pancake syrup (Optional Based on Local Hot Selection choice of Pancakes, French Toast, and Waffles etc)
Milk
Minimum 2 - Hotel Choice of Milk that best meets market demand. (e.g. Skim, 2%, Whole)
Soy Milk
✓
Optional
Optional
Optional
✓
✓
Optional
Optional
✓
✓
✓
✓
Optional
Optional
Waters
Minimum (2)
#1 Still
#2 Sparkling - extra
Hot Items (minimum 6)
Scrambled eggs
Breakfast Meat #1, #2
Breakfast Starch
Local Favorite Hot Item #1, #2
Cooked -to-Order Egg and Omelet Station:
Live cooking station (where applicable) : Minimum (6) ingredients: (2) cheeses, (2) proteins and (4) vegetables
Eggs and Omelets with choice of ingredients that best meets local market demand must be offered by service team at no
additional cost to guest when live Cooked-to-Order station is not present.
Continues overleaf
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BUFFET MINIMUM REQUIREMENTS
6
Checklist cont.
EU
MEA
✓
✓
✓
✓
✓
✓
✓
✓
✓
✓
✓
✓
✓
✓
✓
✓
✓
✓
Optional
Optional
✓
✓
Cheese
(minimum 3) – Hotel’s choice that best meets the market demand
Hard cheese #1, soft cheese #2 and cream #3
Smoked Fish
Minimum (1) - extra
Salad Items
Minimum (3) - extra
Dressings Minimum (2) including (1) yoghurt based and (1) oil based - extra
Cold Cut/Cured/Smoked Meats
Minimum (2)
Hotel’s choice that best meets the market demand
Combined with (2) regional / local specialities
Fruits - Cubed / Sliced
Minimum (3) local seasonal fruit whenever possible
Local and Seasonal fruit minimum (1), such as fresh berries or citrus segments - extra
Fruit salad minimum (1), preferably served in individual glasses - extra
Fruit Compotes
Stewed fruit salad minimum (2) - use of tinned fruit is not acceptable
Compotes: Freshly made green apple
Dried prunes cooked in syrup flavoured with cinnamon and star anise
Whole Fruits
Minimum (3) - 1 extra - Local seasonal fruit whenever possible
Fruit of the month
Availability of “Fruit of the Month” corner
Cereal & Milk Station:
Cold Cereals (minimum 4) Kellogg’s and General Mills are recommended suppliers
Dried fruit minimum (2)
Nuts minimum (2)
Granola OR Muesli (minimum 1) Choice of Granola or Muesli that best meets local market demand
Yogurts
Minimum (2): One must be in 4 oz. or larger portion control packaging and second in bulk format.
#1 Plain Bulk Yoghurt - Greek Style (Preferable)
#2 Individual Portion Control Fruit Yoghurt, Low Fat
Porridge Station:
Mandatory only in UK / Optional for the rest of EMEA
Breakfast Teaser Cards
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À LA CARTE FOOD AND BEVERAGE
7
An à la carte breakfast menu must be available in addition to the Breakfast at Hilton buffet and include
the required global core brand minimum product offering (all-inclusive resorts exempt). Hotels must also
prominently feature within their a la carte menu a call-out box that features a menu description of the
full breakfast buffet and a continental breakfast buffet with appropriate pricing.
To assist hotels with the development of minimum menu content and printing, Hilton brand has
developed a menu maker feature that provides template menu options in a variety of formats. These
templates will auto populate the minimum requirements including a standard buffet description for full
and continental buffet offerings, and allow for further local content if desired. Menu templates will also
allow hotels to price menus according to market pricing and brand them with their restaurant’s unique
identity and branding by inserting a logo. Follow the resource link on OnQ insider to the menu maker
tool and product minimum descriptions.
EXAMPLES OF À-LA-CARTE BREAKFAST MENUS (CLICK TO DOWNLOAD)
Follow the resource link on OnQ Insider to the menu maker tool and product minimum descriptions.
(if you have a Breakfast Buffet)
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GENERAL RULES
8
HOURS OF OPERATION
•
The breakfast buffet must be open for a minimum of 3 hours between the hours of
07:00 a.m. and 11:00 a.m.
•
When covers are forecasted at 50 or below, the hotel may choose to offer the Brand standard
a la carte menu in lieu of the Breakfast at Hilton buffet service.
CONDIMENT REQUIREMENTS
TABLE SET REQUIREMENTS
(upon request of, on the buffet)
✓ Single serve jam/jelly and honey in glass jars
Hotel choice of cutlery set / flatware
or decorative non-plastic containers
✓ Single serve butter portions (salted or sweet)
✓ Ketchup, mustard, hot pepper sauce, served in
original bottles / jars or decorative non-plastic
containers
✓ Trans-fat free butter substitute
Hotel choice of coffee mug or cup and saucer
based on design / outlet concept
Hotel choice or creamer / milk jug places on
the table at the time of service
Hotel choice of pre-set juice glass, minimum
6oz
Hotel choice of salt & pepper dispenser
Table runner, table cloth or placemat
non-disposable option; no paper
Cloth napkin or high grade mill paper napkin
(Airlaid paper napkin 40cm x 40cm, 8-fold,
single ply napkin cloth, non-logged)
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OPERATIONAL & CULINARY GUIDANCE
In addition to the Global Core Breakfast Item checklist and as to surpass the inconsistences in the
breakfast set up within EMEA regarding Quality, Presentation and the Selection of the Offering
Items, we decided to introduce the following guidelines and mandatory enhancements.
More specifically:
•
Buffets streamlined with items displayed in clean lines
•
Buffet stations kept clean and tidy at all times throughout the service period
•
Stations defined so guests know exactly where to look for certain items
•
Buffet items maintained and restocked regularly however over stocking should not be the case
•
A selection of regional products offered reflecting the local culinary tradition
•
Rotation of buffet items to improve variety
•
Correct service utensils and crockery available
Breakfast at Hilton is often the guests final experience so we must use this opportunity to embrace the
F&B principles.
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CONSISTENT BUFFET DISPLAYS & FOOD OFFER
EXECUTIVE / HEAD CHEF
•
Full ownership
•
The food selection is
presented according
to the guidelines
RESTAURANT MANAGER
•
The buffets are
maintained and
replenished as per
these guidelines
10
KITCHEN & RESTAURANT
STAFF
•
Re-trained in order to
fully understand the
changes
BUFFET STATIONS
•
•
•
Consistent
throughout the
breakfast period
Displaying the finest
quality ingredients,
visually displayed in
isometric lines
Consider the local and
regional influences
The Executive Chef and F&B Manager have to take full ownership of the breakfast and have to
personally ensure full compliance to the established standards as well as food quality and display.
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BREADS & BREAD ROLL STATION
11
BREADS
BUFFET & DISPLAYS
✓ Breakfast breads minimum (2)
✓ Speciality breads minimum (3)
✓ Sliced bread for toast minimum (2)
✓ Bread rolls minimum (2) - extra
✓ Clean and tidy buffet at all times
✓ Uniform displays up to this standard
✓ Clean utensils and polished plates
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BAKERY STATION
12
MUFFINS & ASSORTED PASTRIES
BUFFET & DISPLAYS
✓ Assorted breakfast pastries minimum (2)
✓ Freshly baked each morning
✓ Muffins minimum (1)
✓ Muffins to be freshly baked and/or bought
✓ Displayed in clean lines using only the OPEQ
branded equipment
✓ Items must be clearly labelled using only the
brand standard label holders
ready made of the highest quality (min. size 80
to 100gr.), and displayed under a hot lamp
✓ Recipes cards are placed beside the muffins
with regional relevance
✓ Can be passed around and offered to the
guests by the walking chef sharing stories
and experience
✓ Muffins to be kept under hot lamps
MUFFIN RECIPES (CLICK TO DOWNLOAD)
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CROISSANTS
13
CROISSANTS
✓ Minimum size of the croissant no less than 40g, mini croissants are not acceptable
✓ Butter content of the croissant no less than 23%
✓ For Europe: only purchase from Bridor: CROISSANT 40g - butter - ready to bake frozen.
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COLD CUT, SMOKED FISH & CHEESE STATION
14
SMOKED FISH
COLD CUT
CHEESE STATION
✓ Minimum (1) - extra
✓ Smoked and cured meats
✓ Minimum (3):
minimum (2) combined with
(2) regional / local
specialties - extra
(1) cream - extra, (1) soft,
and (1) hard
✓ Reflect local culinary heritage and tradition
✓ The buffet must look fresh and attractive, focusing on the quality of the ingredients
✓ Display the food in eye-catching groups, with simple, clean lines
✓ Rotate food items daily so that our guests are offered a variety of choice
✓ Present each dish with clean and suitable service cutlery, which should be replaced at
regular intervals
✓ The buffet station should be fully stocked with polished plates and bowls
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COLD CUT, SMOKED FISH & CHEESE STATION
15
ITEMS
DISPLAY
✓ Minimum salad items (3) - extra
✓ Minimum dressings (2) including (1) yoghurt
based and (1) oil based - extra
✓ Salads and vegetables are prepared fresh
✓ Local and Regional products
✓ Isometric lines in the buffet to look precise
✓ Service cutlery provided and changed regularly
and rotated on a daily basis (diced tofu is
recommended)
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EXAMPLE OF WEEKLY FOOD ROTATION
16
MONDAY
TUESDAY
WEDNESDAY
THURSDAY
FRIDAY
SATURDAY
SUNDAY
Full Irish breakfast
Full Irish breakfast
Full Irish breakfast
Full Irish breakfast
Pork & leek sausage
Beef sausage
Back rashers
Black pudding
Sautéed mushrooms
Grilled tomatoes
Chicken sausage
Pork sausage
Back rashers
White pudding
Portabella mushrooms
Cherry tomatoes
Cheese sausage
Pork sausage
Back rashers
Black pudding
Sautéed mushrooms
Grilled tomatoes
Pork & leek sausage
Beef sausage
Back rashers
White pudding
Portabella mushrooms
Cherry tomatoes
Full Irish breakfast
Full Irish breakfast
Pork & leek sausage
Beef sausage
Back rashers
White pudding
Portabella mushrooms
Cherry tomatoes
Cheese sausage
Pork sausage
Back rashers
Black pudding
Sautéed mushrooms
Grilled tomatoes
Local Selection
Local Selection
Local Selection
Local Selection
Irish smoked salmon
on chive blini
Poached egg with
spinach on soda bread
Scrambled eggs with
Irish smoked salmon
Sweet pancakes & fresh
Irish strawberries
Local Selection
Local Selection
Local Selection
Line caught poached
smoked Haddock
Sweet waffles,
whipped cream and
wild berry compote
Bakery Selection
Bakery Selection
Bakery Selection
Bakery Selection
Croissants
Mini Danish pastries
Pain au Raisin
Almond Croissants
Muffins
Sliced white bread
Sliced wholemeal
bread
Croissants
Mini Danish pastries
Pain au Raisin
Pain au chocolate
Muffins
Sliced white bread
Sliced wholemeal
bread
Croissants
Mini Danish pastries
Pain au Raisin
Almond Croissants
Muffins
Sliced white bread
Sliced wholemeal
bread
Croissants
Mini Danish pastries
Pain au Raisin
Pain au chocolate
Muffins
Sliced white bread
Sliced wholemeal bread
Bakery Selection
Bakery Selection
Bakery Selection
Croissants
Mini Danish pastries
Pain au Raisin
Almond Croissants
Muffins
Sliced white bread
Sliced wholemeal
bread
Croissants
Mini Danish pastries
Pain au Raisin
Pain au chocolate
Muffins
Sliced white bread
Sliced wholemeal
bread
Croissants
Mini Danish pastries
Pain au Raisin
Almond Croissants
Muffins
Sliced white bread
Sliced wholemeal
bread
Local Bread
Local Bread
Local Bread
Seeded bread
Sunflower
Wheaten loaf
Rye bread
Sunflower
Soda bread
Seeded bread
Sunflower
Wheaten loaf
Local Bread
Local Bread
Local Bread
Local Bread
Rye bread
Sunflower
Soda bread
Seeded bread
Sunflower
Wheaten loaf
Rye bread
Sunflower
Soda bread
Seeded bread
Sunflower
Wheaten loaf
Cold Cuts
Cold Cuts
Smoked ham (local)
Smoked salmon
Roast turkey
Salami
Mini cheese
selection
Cut cheeses
Local cheese
Honey roast ham
(local)
Smoked mackeral
Roast turkey
Mortadella
Mini cheese
selection
Cut cheeses
Local cheese
Cold Cuts
Cold Cuts
Cold Cuts
Cold Cuts
Cold Cuts
Smoked ham (local)
Smoked salmon
Roast turkey
Salami
Mini cheese
selection
Cut cheeses
Local cheese
Honey roast ham (local)
Smoked mackeral
Roast turkey
Mortadella
Mini cheese selection
Cut cheeses
Local cheese
Smoked ham (local)
Smoked salmon
Roast turkey
Salami
Mini cheese
selection
Cut cheeses
Local cheese
Honey roast ham
(local)
Smoked mackeral
Roast turkey
Mortadella
Mini cheese
selection
Cut cheeses
Local cheese
Smoked ham (local)
Smoked salmon
Roast turkey
Salami
Mini cheese
selection
Cut cheeses
Local cheese
Dairy
Plain Yoghurt
Fruit Yoghurts
Dairy
Dairy
Dairy
Dairy
Dairy
Dairy
Plain Yoghurt
Fruit Yoghurts
Plain Yoghurt
Fruit Yoghurts
Plain Yoghurt
Fruit Yoghurts
Plain Yoghurt
Fruit Yoghurts
Plain Yoghurt
Fruit Yoghurts
Plain Yoghurt
Fruit Yoghurts
Cut Fruit
Cut Fruit
Cut Fruit
Cut Fruit
Cut Fruit
Cut Fruit
Cut Fruit
Watermelon
Fresh fruit salad
Pineapple
Fresh strawberries
Orange segments
Apricot compote
Fresh apple compote
Honeydew melon
Fresh fruit salad
Pineapple
Fresh mixed berries
Orange segments
Prune compote
Fresh apple compote
Watermelon
Fresh fruit salad
Pineapple
Fresh strawberries
Orange segments
Apricot compote
Fresh apple compote
Honeydew melon
Fresh fruit salad
Pineapple
Fresh mixed berries
Orange segments
Prune compote
Fresh apple compote
Watermelon
Fresh fruit salad
Pineapple
Fresh strawberries
Orange segments
Apricot compote
Fresh apple compote
Honeydew melon
Fresh fruit salad
Pineapple
Fresh mixed berries
Orange segments
Prune compote
Fresh apple compote
Watermelon
Fresh fruit salad
Pineapple
Fresh strawberries
Orange segments
Apricot compote
Fresh apple compote
Full Irish
breakfast
Cheese sausage
Pork sausage
Back rashers
Black pudding
Sautéed mushrooms
Grilled tomatoes
Irish potato bread
and Gammon steaks
KEY:
ITEMS TO CHANGE DAILY.
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FRUITS - CUBED / SLICED & STEWED FRUIT / COMPOTE
FRUITS
17
DISPLAY
✓ Fruits - Cubed / Sliced minimum (3)
✓ Freshest quality fruit, presented simply and
clean
Local
and
Seasonal
fruit
minimum
(1),
such
as
✓
fresh berries or citrus segments - extra
✓ Individual dishes = key factor for a visually
attractive buffet
Fruit
salad
minimum
(1),
preferably
served
in
✓
individual portion -extra
✓ Each dish should be presented with clean and
suitable service cutlery, replaced at regular
✓ Stewed fruit minimum (2)
intervals
✓ Buffet station fully stocked with polished bowls
✓ Fruit of the month to be displayed accordingly
as per template and proposed to our
customers in the breakfast flyers highlighting
local and healthy choices
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FRUITS - CUBED / SLICED & STEWED FRUIT / COMPOTE
18
FRUITS CUBED / SLICED
COMPOTES
✓ Individual portions of fruit salad, paying
✓ Freshly made green apple compote
✓ Dried prunes cooked in syrup flavoured with
attention to the size of fruit relative to the size
of the glass
cinnamon and star anise
✓ Rotate the fruit items daily for a variety of choices
BREAKFAST AT HILTON - BREAKFAST TEASER CARD & FRUIT OF THE MONTH
This video outlines various aspects of
the breakfast process that you should be
familiar with.
Please click to view (requires internet connection).
You will need to enter the password: hiltonbreakfast
to gain access to the video.
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FRUIT OF THE MONTH
19
HOW?
•
WHY?
Choose to include a seasonal fruit in the
Breakfast Buffet accompanied by a card that
presents the nutrients and the health benefits
of this fruit
•
•
•
Promote a seasonal fruit
Marketing that does not involve any extra cost
Quality perception of Breakfast
EXTRA INITIATIVE (NOT MANDATORY)
•
Add some extra buffet items inspired by the fruit (i.e. pomegranate juice, fig muffin etc)
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SEASONAL FRUIT DISPLAY
20
DISPLAYS
✓ Minimum (3) – 1 extra
✓ Premium quality
✓ Unmarked & not bruised
✓ Changed according to seasons
✓ Display the fruit using the OPEQ branded equipment
✓ All labels must be removed
✓ Fruit must be washed
✓ Bananas to be separated from bunch and stems trimmed
BREAKFAST AT HILTON - BREAKFAST TEASER CARD & FRUIT OF THE MONTH
This video outlines various aspects of
the breakfast process that you should be
familiar with.
Please click to view (requires internet connection).
You will need to enter the password: hiltonbreakfast
to gain access to the video.
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YOGHURT STATION & GARNISHES
21
YOGHURT STATION & GARNISHES
✓ Minimum (2) types of yoghurt
(plain bulk yoghurt-Greek style & individual portion control fruit-low fat).
✓ Polished ceral bowls available
✓ Isometric lines throughout the buffet
DISPLAYS
✓ Minimum (1), either muesli or granola - to be decanted into glass jars
✓ Only plain bulk yoghurt and red fruit yoghurt to be decanted into display crockery
✓ Individual yoghurts must be displayed in clean defined lines
✓ Regular checks on the contents should be made to ensure freshness is sustained
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CEREAL AND MILK STATION
22
CEREAL AND MILK STATION
DISPLAY
✓ Cold Cereals minimum (4)
✓ Dried fruit minimum (2)
✓ Nuts minimum (2)
✓ Milks minimum (2)
✓ Cereal packets placed in clear lines
✓ Packets replenished on a regular basis.
✓ A suitable receptacle is required to dispose
of the cereal packaging
✓ Cereal dispensers should be continuously full
and the area has to be kept clear of spillages
✓ Branded labelling for each milk
✓ Polished cereal bowls available
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PORRIDGE STATION
23
MANDATORY ONLY IN UK / OPTIONAL FOR THE REST OF EMEA
PORRIDGE STATION
✓ Freshly made and changed on a regular basis
✓ Polished cereal bowls available
✓ The porridge should be presented with clean and suitable service utensils
We strongly recommend that hotels serve porridge where more than 20% of guests are from the UK and/or North America
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FRUIT JUICE STATION
24
FRUIT JUICE STATION
✓ Juice minimum (4)
✓ Water minimum (1) still, and (1) sparkling - extra
✓ Keep all the containers clean and the juices replenished
✓ The buffet station glasses need to be polished
•
UK Select and Egypt All Inclusive only uses approved concentrate orange juice
•
They can be concentrated in SELECT region
•
All regions except UK select are to use pasteurised or fresh high quality orange juice. They have to
be fresh in MEA & Continental Europe as per Hotel’s choice that best meets local market demand
(See regional Hilton Supply Management for program pricing on Orange Juice and other juice options)
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HOT BUFFET STATION
25
HOT ITEMS
DISPLAY
✓ Hot items minimum (6), including regional and
✓ Sauce bottles and condiments are clean and
✓ Constant replenishment of the hot buffet,
✓ Correct crockery for the serving utensils
local specialities
attention to the visual aspect of the ingredients,
quality over quantity
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LIVE COOKING STATION
26
WHERE APPLICABLE
LIVE COOKING STATION
✓ Omelets ingredients minimum (6), (2) cheeses and (4) vegetables
✓ The Chef is the key to connect with our guests, friendly attitude is required
✓ You may wish to introduce signature omelets
✓ Omelets made with only egg white should always be available
✓ Eggs should be cooked fresh to order
✓ Area kept clean at all times
✓ For hotels without a Live Cooking Station, they can apply the Walking Chef BP
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DISPLAY EQUIPMENT
27
DISPLAY EQUIPMENT
✓ Craster wooden units for display of bakery and fruit items
✓ OPEQ equipment list available in the attached, OPEQ Equipment List (CLICK TO DOWNLOAD)
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SERVICE GUIDANCE
28
Host
SERVICE GUIDANCE
Greet guests within 30 seconds
Ask for name and room number
Escort the guests to the table & introduce the buffet. (thoroughly describe all buffet items including
ingredients & special dietary recommendations)
If there are no tables available, apologize to the guest and ask him to wait at the waiting area while
offering him orange juice & the newspaper
Explain that Coffee & Orange juice will be served at the table
Present the bill if not inclusive, right before guest finishes or within 3 minutes of request
Thank the guests when leaving and invite them to come back
IN THE MEANWHILE:
•
Prepare & update Breakfast inclusive list
•
Keep an eye for vacant tables at all times
•
If no guests are checking in at the host’s desk assist the waiters with the busy tables
For further information regarding the host(ess) role, please check Warm Welcome BP.
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SERVICE GUIDANCE
29
Server / Debarrasseur
SERVICE GUIDANCE
✓ Fresh orange juice and coffee should be poured at the table within two minutes of a guest’s arrival.
✓ Hot & cold drinks must be replenished throughout the breakfast
✓ Tea must be served in a china pot, including an extra bag on the side and a dish for the used bag.
✓ Any other coffee must be available without extra charge
✓ Service at the table is Hilton’s Standard and needs to be considered as a priority
•
Make sure that the coffee stations have enough mis-en-place during the breakfast service
•
Be hospitable & communicative; ask the guest if they are enjoying their stay etc
DEBARRASSEUR
•
Continuously clear unused tableware as plates, cutlery etc. from the tables
•
Use a tray to clear the table
•
Bring the dishes to the pantry
•
Ask if the guest is satisfied
Inform the host when tables are ready for use
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BREAKFAST TEASERS
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BREAKFAST TEASER CARDS
✓ Use of breakfast teaser as communication tool is mandatory
✓ We should publish and explain to our customers the selection of what we offer on today’s
Breakfast at Hilton buffet
✓ The template is fully adaptable to the regional / local specificities
✓ Breakfast teaser template is available on OnQ – Hilton Art
✓ Examples are available for download here
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EMEA “PASS THE SALT” REPORT
31
IT INCLUDES:
•
One standard report for EMEA
•
Latest month and year to date scores
•
Scores for key F&B related questions (these vary by brand)
•
A single overall F&B performance score ‘PASS the SALT’ which is calculated using weighted
responses to the key questions e.g. ‘overall breakfast experience’ makes up 65% of ‘PASS the
SALT’ score
•
A weighted score per division for each question and ‘PASS the SALT’
2014 PASS THE SALT CALCULATION
•
•
Grey cells show where a question applies to a brand
% score shows proposed weighting of that question towards ‘PASS the SALT’ overall score
Waldorf
Conrad
Hilton
Doubletree Garden Inn Grand vacations Hampton
Independent / Independent
(Europe only) Unbranded
(Europe only)
/ Unbranded
(Europe)
(MEA)
5%
10%
10%
100%
All F&B related questions
Overall Food Satisfaction
Overall F&B
Breakfast
Overall Breakfast Experience
Availability of healthy breakfast menu choices
Quality of breakfast items served
Helpfulness of Restaurant Staff at breakfast
Helpfulness of complimentary breakfast staff
Cleanliness of Breakfast area
Restaurant Lunch/Dinner
Overall Restaurant Lunch/Dinner Experience
Healthy lunch/dinner menu choices
Restaurant menu variety
Helpfulness of Restaurant Staff at lunch / dinner
Food quality at lunch / dinner
Ambiance of restaurant
Bar
Overall Bar Experience
Speed of service in the bar
Ambiance of bar
Helpfulness of bar staff
Room Service/In-Room Dining
Overall In-Room Dining/Room Service Experience
Food quality
Timeliness of In-Room Dining / Room service
Quality of Room Service food
5%
65%
65%
65%
65%
65%
90%
65%
80%
12.5%
12.5%
6.25%
6.25%
6.25%
6.25%
12.5%
12.5%
12.5%
20%
12.5%
13%
6.25%
6.25%
12.5%
12.5%
5%
5%
5%
100%
100%
5%
5%
5%
5%
5%
Executive Lounge (Lounge for HGV)
Helpfulness of Executive Lounge staff
Quality of food and beverage served in Executive Lounge
100%
100%
100%
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100%
100%
100%
100%
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BEST PRACTICES
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WARM WELCOME
33
STEPS:
1. A laptop/ computer with Onq access for the host(ess) should be available in order to print the CRM
report
2. The host(ess) will prepare the check-in list by marking all gold members in yellow and all diamond
members in blue
3. The host(ess) will then make use of the CRM Best Guest Report to mark the newspaper preferences
for our Gold & Diamond guests next to their names on the check-in list (i.e. FAZ or FT written next to
the name or room number)
4. Any reservations recorded in the reservations book for in-house guests will also be marked on the
check-in list
5. Based on the CRM Best Guest Report a separate stack of newspapers will be prepared and kept in
the desk for the Gold & Diamond guests (All other newspapers will be displayed in the newspaper
stand)
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WARM WELCOME
34
Preparation of the Check-In list
NAMES VERSUS NUMBERS
1. Print the Guest List – All Guests (GSTLISTA) in alphabetical order
2. Print the occupied Rooms Report (RMOCCUPI) organized by room number
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WARM WELCOME
35
Cont.
3. Copy the information from the occupied Rooms Report (RMOCCUPI) regarding breakfast prices
on the Guest List – All Guests (GSTLISTA). Mark all guests with room only rates or special breakfast
prices, such as complimentary breakfast. Business package or breakfast voucher sold are considered
breakfast inclusive
Room only
Breakfast
Complimentary
Room only
Room only
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WARM WELCOME
36
Cont.
4. When a guest enters the restaurant welcome them with a smile wishing them a good morning and ask the guest for
their last name
5. Check their last name on the Guest List – All Guests (GSTLISTA)
•
Confirm the guest if they have breakfast included
•
Inform the guest if their breakfast is complimentary
•
Inform the guest if they have to pay for their breakfast and the cost of it
In case you do not find the name or do not understand the name, you can use
the occupied Rooms Report (RMOCCUPI) as a backup.
6. Using the guest’s name invite guest to walk with you to a table and explain the buffet in case this is not familiar for
them
7. Wish the guest a pleasant breakfast. And follow up on payment in case necessary
8. Within 3 minutes of a guest being seated at their table, the beverage waiter will approach them and ask them if they
would like something to drink. The waiter will be ready to serve coffee and orange juice. The guest always has the
option to order another warm beverage
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REGULAR GUESTS
37
When a regular guest checks in for breakfast, the host who is currently standing at the counter will stay
there and continue to check-in the next guests in line (until a Gold or Diamond guest is checking in).
One of the other available hosts will then seat the guests
The script that is recommended to be used by the host is the following:
1. “Good morning Sir/Madam! May I have your last name?”
2. “Thank you Mr. / Ms. Guest (use of their name), my colleague will show you to your table. Enjoy
your breakfast.”
3. [Once at the table] “The buffet is situated over there and my colleague will be with you shortly to take
your drink order. Enjoy your breakfast!”
Always try to use the Guest’s name!
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GOLD & DIAMOND MEMBERS (& COMPLAINT GUESTS)
38
When a Gold, Diamond or guest who has complained about our service in the restaurant checks in
for breakfast, the host who is currently standing at the counter will check in the guest and seat him
to the table. At this point, one of the other available hosts will jump in and take over the counter and
continue to checking in the other guests.
In that case the script that is recommended to be used by the host is the following:
1. “Good morning sir/madam! May I have your room number?”
2. “Thank you Mr./Ms. Guest! (use of their name) I see that you are one of our loyal diamond/
gold members, did you receive your Financial Times (preferred newspaper) this morning? Please
follow me and I will show you to your table.”
3. If no newspaper has already been received, one will be offered to them from the cabinet. Should
no information, such as newspaper preference, be noted on the CRM Best Guest Report, the host
will note down his preference and inform front office so that they can add this to the
guests profile
4. [Once at the table, the chair will be pulled back so that the guest can sit down more easily.]“Mr./
Ms. Guest, my colleague will be with you shortly to take your drink order. The buffet is situated
over there. I wish you a pleasant breakfast!”
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LOCAL LANGUAGE FOR LOCALS
39
Local language for locals focuses on recognizing needs of local guests by
incorporating back-to-basic practices into the hotel operation.
WHY?
WHEN?
✓ Local guests want to be acknowledged in their ✓ Every shift, Front Office and F&B outlets to
native language. They want to be recognized
as local guests, even though knowing Hilton is
a global hotel chain
✓
review arrivals/reservations and brief/plan
TM’s accordingly
Every day, each shift, schedules to feature a
local language speaking Team Member
HOW?
✓ Every Team Member must greet the guest using the “local word for welcome”
✓ Always a local language speaking Team Members at the front-office
✓ Non local language speaking Team Members, of all departments, will offer to local guests the
possibility to be helped by a local language speaking Team Member
✓ Offer the choice of having a local newspapers to all local HHonors guests
✓ Ensure a welcome letter in the local language is given to local HHonors guests
✓ Follow up calls must be done by a local language speaking Team Member
✓ Hand written messages to be in the local language
✓ Welcome in-room TV screen to be in the local language
✓ In the Menu’s the first language should be the local one and then the translation in English
BEST PRACTICE – CENTRE OF QUALITY DOCUMENT (CLICK TO DOWNLOAD)
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“THE WALKING CHEF”
40
The ‘Walking Chef’ is a waiter wearing a chef’s uniform. During breakfast he acts as a chef.
WHY?
•
WHEN?
Restaurants with open kitchen/live station
for breakfast are delivering better perception of
value for money, quality and service experiences
to guests
WHAT?
•
•
Every day the walking chef will “sell” to
every guest the benefit of having a freshly
a-la-minute prepared item
HOW & WHO?
The walking chef is the alternative for
restaurants without open kitchen/live
station for breakfast
•
HOME
He must not cook! He will pretend to
be the one who cooks. In this way, he’ll
ensure that all guests consistently
experience the benefit of having their
breakfast buffet integrated by an a-laminute “personally prepared” item
served by their chef
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“THE WALKING, TALKING CHEF”
41
In addition to ”The Walking Chef” and in order to increase the presence of the Kitchen in the
eyes of our guests and making them feel more valued, one chef will be appointed every morning to
do a round through the restaurant every 30 -45 minutes in order to ask if everything is up to their
satisfaction. As such, we will be able to gather more feedback (negative or positive) which can then
be used to improve our offering.
The proposed procedure is the following:
•
After the service team did their morning briefing, the restaurant supervisor/manager will meet
with the breakfast kitchen supervisor and discuss all important information which could be of
importance for the day or upcoming days (i.e. groups in house, expected rush hours, eventual
challenges etc.)
•
During the short meeting the Kitchen will inform the restaurant supervisor/manager which cook
will be the walking talking chef [The walking talking Chef must be well groomed, very social
and possess good communication skills in english]
•
The round through the restaurant must be done every 30 minutes (and during busy moments
every 45 minutes) where the chef goes table to table
•
“Good morning, I hope you are enjoying your breakfast! Has the food been up to your
satisfaction?... Thank you, have a nice day!”
•
“In the event of negative feedback, the cook must inform the kitchen supervisor and restaurant
supervisor so that suitable action can be undertaken to make it right.”
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BREAKFAST BUFFET OFFER
42
BREAKFAST BUFFET OFFER
•
Implementation of a healthy option at the breakfast buffet (i.e. freshly squeezed apple juice).
BEVERAGE SERVICE & COMMUNICATION OF SPECIAL OF THE WEEK
•
Within 3 minutes of a guest being seated at his/her table, the waiter will approach them and
ask them if they would like something to drink. He will be ready to serve coffee and orange
juice. The guest always has the option to order another warm beverage. At that point the
waiter will also inform the guests of the special of the week
•
Once again the script that is recommended to be used by the beverage waiter is the following:
1. “Good morning Sir/Madam! Would you like some orange juice and coffee?”
2. “This week’s breakfast special happens to be used with the breakfast teaser card.... If you are
interested you can find it at the buffet. Enjoy your breakfast!”
•
Ensure that you use the relevant teaser cards as these are mandatory.
BREAKFAST AT HILTON - BREAKFAST TEASER CARD & FRUIT OF THE MONTH
This video outlines various aspects of
the breakfast process that you should be
familiar with.
Please click to view (requires internet connection).
You will need to enter the password: hiltonbreakfast
to gain access to the video.
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BEST PRACTICES
43
Follow-up low score guests
1. In order to better understand where we are making mistakes and where we need to improve
(or potentially change entirely) we will send to all the guests who scored us with a 7 or lower a
follow up email so that we can narrow down the source of their dissatisfaction
Dear ……………………………………….,
Thank you for choosing Hilton …………………………. for your stay. From your score it shows you
were fairly satisfied with your stay with us, but not convinced with the Hilton service and
quality we pride ourselves in. You have evaluated our breakfast on the scale of 7 out of 10.
Your feedback is incredibly valuable to us, as it best evaluates our product and services
offerings. Ultimately, you serve as the best quality auditor and therefore I would appreciate
it if you would be so kind to provide some more details regarding the breakfast experience
so we will be able to optimize this.
Your feedback is highly appreciated.
Kind regards,
…………………………………………………….
General Manager
2. Based on the eventual response of the guests to the follow up email, necessary steps will be taken to
prevent eventual problems and overcome any challenges
•
•
•
All responses will be communicated immediately with the F&B manager
In the event of multiple similar complaints a meeting will be held with the HODs to come up with an
action plan
The action plan will be ultimately implemented
3. Should the problem which was described by the guest be of a more severe nature, FO will be
informed of their problem (information updated in the guest profile – service recovery) so that the
next time they arrive we will be able to make use of the first class check-in process
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BEST PRACTICES
44
Waiter Recruitment Toolkit
SECTION CONTENT
1
Process Overview
2
HR Guidelines
3
Hiring Manager Guidelines
4
Telephone Screening
5
Competency Based Interview Questions
6
Technical Skills Interview Questions
7
Interview Summary
8
SHL DSI Test
9
Work Trial
10
Overall Summary
WAITER RECRUITMENT TOOLKIT DOCUMENT (CLICK TO DOWNLOAD)
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BEST PRACTICES
45
Breakfast Cost Initiatives
PARTICIPANTS:
•
•
•
All Chefs
All F&B Managers
All Procurement Managers
TO IDENTIFY:
•
The breakfast costs of their property
TO INTRODUCE:
•
A toolbox for Executive Chefs to easily calculate their Breakfast food cost
and a tracking tool to keep a close eye on breakfast cost throughout the month
TARGETS:
•
•
•
•
Find out the areas of improvement in order to optimize breakfast food cost
Find solutions and strategies on how to follow up with the food cost
Understand which factors lead to food wasting and loss in revenue and solve them
Find out upselling and revenue initiatives to enhance the average revenue / cover
and reduce costs
BREAKFAST COSTS CALCULATION WORKSHEET DOCUMENT (CLICK TO DOWNLOAD)
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GOOD LUCK
For further F&B information and to view the Simply F&B magazine, you can always visit the Hilton EMEA
F&B Website or download the Hilton F&B mobile application and included documents at:
WWW.HILTONFB.COM
Or visit our Best Practices Portal in OnQ Insider:
My Applications > Best Practices
THIS PROGRAM IS REQUIRED FOR ALL OWNED & MANAGED FULL SERVICE HILTON BRANDED HOTELS (EMEA REGION)