STANDARD OPERATING PROCEDURES

STANDARD OPERATING
PROCEDURES
CONTENTS
BEVERAGE
#1 Beverage Operation
#2 Beverage Controls
#3 Beverage Storeroom Consolidation
#4 Beverage Operation Liability
#5 OPEN
#6 Alcohol Awareness Training

Beverage #1

STANDARD OPERATING PROCEDURES

BEVERAGE OPERATIONS
MINIMUM STANDARDS
TRAINING
. Formal training programs are established for new
hires and existing staff
.

Division's personal training and growth goals are

followed for managers (hours/year)

Alcohol awareness certification is provided to all

associates within 30 days of hire

OBJECTIVE
To provide associates
(servers, bartenders)
with the tools necessary
to deliver quality service
and product to the
guests.

CUSTOMER SATISFACTION
. Customers are promptly greeted (60-second
approach)
.

Drink orders are served immediately (within 3

minutes)

Customers are approached for re-orders before

drinks are 2/3 empty

New customers are acknowledged immediately as

they are seated at bar, even if the order cannot be
taken at that time

Check backs are conducted with guest on quality

of drinks

Associates offer to pour beer/mineral water for

customers

Customer's name is used

Alcohol is not over-sold; awareness is stressed

Designated Driver Program is instituted

Taste panels on freshness and quality of products

(including alcoholic mixed drinks) are conducted

Servers have no more than 24 seats per station

A water "back" is offered with all shots,

brandy/cognac and martinis

Each bar has a signature drink

Beverage #1

STANDARD OPERATING PROCEDURES

BEVERAGE OPERATIONS - Cont.

SERVICE STANDARDS
Ashtrays are changed after 2 butts, using capping
method

Fresh beverage napkins/coasters are supplied with

each order

Table set-up is standardized and appropriate to bar

type and food service available

Upselling is a standard practice

Standard bartender mixing techniques are followed

as outlined in Standard Beverage Manual

Place (i.e., call) orders to expedite service

Standard beverage measurements are followed

Fresh, clean, colorful garnishes are used

Chilled glasses are used when appropriate

PRODUCT QUALITY
. Gold Standard approved mixes should be used
.

Standard recipes are used to ensure drink quality

consistency throughout the hotel

Gold Standard beer, wine and spirits brands are

offered in all operations

Property follows Gold Standard measures for drink

preparation

FOOD SERVICE
. An attractive, professional looking, competitively
priced food menu is available and displayed
.

Food items are developed that fit position and

concept of bar

Taste panels are conducted daily for food items and

specials

Food items correspond with Use Records in terms

of presentation and portion size

Condiments and clean utensils are readily available

and offered at all times

Beverage #1

STANDARD OPERATING PROCEDURES

BEVERAGE OPERATIONS - Cont.

MARKETING PROMOTIONS
. Outlet has a clear position statement that defines
concept

* International properties to follow

local Health and Safety
Regulations

Associates are actively involved in promoting the bar

Promotions are developed that support the bar's

position (where appropriate)

Purveyors are used - to the legal extent possible - to

help with promotions

In-room advertisement pieces are well-presented and

eye-appealing

Annual calendar is established to address all major

property events and holidays

Property participates in national Gold Standard

promotions

ENTERTAINMENT/MUSIC PLAN
A library of records/CDs/tapes for property use is
available

Sound:
Sound system is up-to-date and in good working
order
Sound levels are monitored to suit bar type/day
part/customer base
Sound levels are monitored to comply with
OSHA* regulations

Music/Entertainment is provided that is appropriate

to bar type/day part

Requests are honored where appropriate

Current, good quality background music is offered

appropriate to concept during non-entertainment
hours

DJ/Manager has a current schedule of televised

events for in-room broadcast and that DJ actively
promotes the room, specials, etc., where applicable

Lighting levels are maintained appropriate to bar

type/day part

Beverage #1

STANDARD OPERATING PROCEDURES

BEVERAGE OPERATIONS - Cont.

SAFETY/SANITATION
. Bars and lounges fully comply with the 39 point
checklist
.

Bottles are clean with properly cleaned pour spouts

Stainless steel, millwork, shelving, etc. is clean and

polished

Bar set-up is neat and orderly according to a

schematic drawing

Beer refrigerators and glass chillers are clean inside

and out (particularly interior corners, rubber seals
around door frames and closure areas)

Glasses are washed and sanitized

Opened snacks are stored in containers with lids,

labeled and dated

Juices and fruit are refrigerated, dated and rotated

Freshness of pick-up items, accompaniments and

garnishes are checked regularly

Ice bins are cleaned and sanitized at end of day

Soda gun heads and holders are cleaned daily

Trash cans are dirt and odor free

Floor mats behind bar are cleaned daily

Glasswasher is taken apart and cleaned at end of

day

Curtain to glasswasher is clean and free of build-up

Glass racks are stored at least 6" off floor

Condiment bottles/caps and caddies are cleaned at

least once per shift

Refrigerators are maintained at temperature of at

least 34-38F

Beverage #1

STANDARD OPERATING PROCEDURES

BEVERAGE OPERATIONS - Cont.

.

Floor areas are swept and mopped daily

(particularly corners and underneath counter
surfaces in the bar area)

Washrooms in bar are cleaned at least twice per

shift, or more often if necessary

All new associates read, understand and sign JSAs

before using job-related equipment

Access is provided to hand sinks, germicidal soap

and paper towels to encourage frequent use

Toxic and chemical materials are stored in clearly

marked bottles away from food, mixes, equipment
and utensils

Associates are trained on fire evacuation procedures

Ice bins are supplied with heavy plastic or metal

scoops

"Wet Floor" signs are available and used

Active representation is encouraged from beverage

department on the APC (Accident Prevention
Committee)

WINE LISTS
A wine list that meets minimum requirements of the
Marriott Gold Standard Program is available

Several premium wines are offered by the glass in

all beverage outlets (a minimum of 4 red, 4 white
and 2 sparkling is recommended)

PRICING GUIDELINES
. Properties must follow Gold Standard pricing
parameters
.

Competition is shopped quarterly to compare

pricing and price/value ratios

See also:

Gold Standard Implementation Manual

Outside Vendors/Purveyors
Standard Beverage Recipe book
Beverage Use Records
Beverage Hospitality Certification Manual
www.goldstandardbrands.com Website

Beverage #2

STANDARD OPERATING PROCEDURES

BEVERAGE CONTROLS
MINIMUM STANDARDS
STOREROOM
.

OBJECTIVE

The following materials are available in the

Storeroom:
Gold Standard Implementation Manual
Par stock list for each bar
Beverage requisitions
Food and Beverage return log (blank and
completed)
Purchase Log
Color-coded liquor stickers
Approved pouring brands list
Wine tags where applicable
Wine list
BEOs
Standard Beverage Recipe Book
Brix/Calibration equipment
Copies of current bar menus/drink specials
Vendor/purveyor listings
Beverage journal
Copy of local liquor laws

To standardize
procedures for
processing the purchase,
storage, turnover,
requisition and use of all
alcoholic beverages.

Perpetual Inventory System, a basic tool to control

inventory is maintained every day

A complete physical inventory is taken every 28

days

Physical inventory is reconciled to perpetual,

deviations noted and sign-off obtained by Food and
Beverage/Operations Director

Beverage #2

STANDARD OPERATING PROCEDURES

BEVERAGE CONTROLS - Cont.

ORDERING
.

All beverages are purchased according to federal,

state and local liquor laws

Property is in compliance with Marriott's Gold

Standard approved beer, wine and spirits products

Property conforms to current division business

objectives for "days-on-hand" inventory turn

All orders are recorded on purchase log

RECEIVING
.

Quantity and quality of products are checked upon

receipt; purchase log is reconciled

Invoice prices and extensions are checked; invoices

are signed

Shortages/damages are noted directly on invoice

Stock is rotated on FIFO basis

Invoice prices are compared to Perpetual inventory

System

STORAGE
.

Storeroom is secured with keys that are tightly

controlled; locks are changed periodically

If bar cannot be secured, liquor is removed and

locked in storeroom at closing

Inventory corresponds with sequence in Perpetual

Inventory System

Inventory/products are stored to meet Health

Department standards and to ensure quality of
product

Wine is stored correctly, temperature controlled and

all cork-finished wine is laid on its side

Beverage #2

STANDARD OPERATING PROCEDURES

BEVERAGE CONTROLS - Cont.

REQUISITIONING
.

All products are requisitioned in writing on property

required form

Requisitions are filled on a strict "full bottle for

empty bottle" basis

All empty bottles after verifying requisition are

defaced and disposed of

Color-coded liquor stickers are placed on labels of

all liquor bottles upon issuance from storeroom

A system for room service, banquet, and concierge

requisitions is established and documented

RETENTION

OF

RECORDS

Inventory records are held for at least one fiscal

year

Beverage requisitions are held for at least two

periods (months)

Perpetual inventory cards are held for one year

BAR PARS
.

Sufficient product is kept on hand to carry each bar

or outlet through one typical business day

Bar pars are posted at each bar or outlet and a

copy is kept in the storeroom

Bar pars are revised at least every quarter

POURING CONTROL
.

Standard Beverage Recipes are used as basis for

drink preparation

Local recipes/preferences are documented patterned after standard recipes - in Standard

Beverage Recipe Book

Only Marriott 1-2 oz. jiggers are used

Beverage #2

STANDARD OPERATING PROCEDURES

BEVERAGE CONTROLS - Cont.

.

Free pouring, "side" pouring, trailing or short

pouring is not allowed

A Food and Beverage Return Log is used at each

bar and turned in at end of night with requisition

See also:
Accounting SOPs
Gold Standard Brands List
"Bartending Skills" Video
Beverage Journals
Food and Beverage Purchasing Manual
Food and Beverage Resource Manual
ID Checking Guide
Local/State Liquor Laws
Restaurant, Room Service and Bar Operations
Manual
Gold Standard Guidebook
Old Mr. Boston
Standard Beverage Recipes

Beverage #3

STANDARD OPERATING PROCEDURES

BEVERAGE STOREROOM
CONSOLIDATION
MINIMUM STANDARDS

OBJECTIVE
To consolidate
storerooms into one
central main storeroom
that would be utilized to
distribute liquor, beer
and wine to appropriate
departments throughout
the hotel.

A "just in time" inventory system is established for

Gold Standard liquor, beer, wine and approved soft
drink mixers and juices pars

Local purveyors ensure adequate frequency of

delivery to accommodate "just in time" inventory
control (daily deliveries if possible)

Access to storerooms is limited to individuals with

assigned keys

All bottles in the storeroom have proper coding

(color coded tape)

Segregated responsibilities for liquor issuances,

returns and potential revenue reconciliation
preparation are in place

Perpetual inventory records are maintained for

general inventory as well as for each segregated
inventory

Liquor bottles are not be married - all partials

should be stored away from general inventory

The storeroom par floats with business levels and is

increased on key items to satisfy project needs.
Following satisfaction of project increases, par
levels are restored to the established low volume
levels

With the "just in time" inventory, beverage

attendant determines BEO, liquor and wine needs
and coordinates requisition with the storeroom
purchase schedule

See also:

Checklists
Accounting SOPs
Videos
Corporate Food and Beverage Department
Vendors
Gold Standard Guidebook

Beverage #4

STANDARD OPERATING PROCEDURES

BEVERAGE OPERATION
LIABILITY
MINIMUM STANDARDS
.

Last call:
Conforms to local liquor laws
Does not allow for the service of doubles

OBJECTIVE
To provide the
necessary safeguards
and precautions in the
company's beverage
operations to properly
protect licensing
privileges.

* International Properties to
follow equivalent programs that
are offered locally

Does not allow for multiple drink orders to be

served
.

ID Checking Guidelines are followed

All current licenses are posted

Local liquor laws are on file and followed

Creative, appealing non-alcohol drinks are available

and promoted

A Designated Driver Program is instituted

Food is available during all hours of operation

Associates have successfully completed an alcohol

awareness program (TIPS*); test results are kept
on file

Alcohol is not over-served

Issues unique to beverage service are reviewed

with associates via job description or other check
list; associates have signed indicating understanding

Water backs are served with all straight shots,

brandy, cognac and martinis

See also:

Associate Handbook
Bar Segmentation Guides
Glossary of Terms
ID Checking Guide
Job Descriptions
Local Liquor Laws
Orientation checklists
TIPS
Gold Standard Guidebook

Beverage #5

STANDARD OPERATING PROCEDURES

ALCOHOL AWARENESS
TRAINING
MINIMUM STANDARDS

OBJECTIVE
To provide protection to
our guests, our
surrounding communities
and our hotel properties
from alcohol related
incidents.

One hundred percent of all Marriott Hotels, Resorts

and Suites are required to have a minimum of one
individual (preferably three) certified at a TIPS
Train-The-Trainer workshop

All Restaurant and Bar associates as well as

catering bartender associates are trained within the
first 30 days of hire. All incumbent associates
should be trained as soon as a Certified trainer is
placed

One hundred percent of all managers and

supervisors are TIPS trained

Utilize one of three options to attend a TIPs TrainThe-Trainer Workshop.

Attend a regularly scheduled TIPS workshop in
your area
Work with other hotels in your area to
schedule a workshop for local properties
Travel to another host city to attend a
workshop

Once certified, the TIPS trainees are responsible for

training the associates at their respective hotels in
the TIPS Server Program using packages from
Health Communications, Inc.

See also:
Beverage SOP #4
Health Communications, Inc. 1-800-GET-TIPS