A Meeting Planner’s A Meeting Planner’s Guide to Catered Guide to Catered EventsEventsChapter SixChapter Six

StaffingStaffing

Staffing is CriticalStaffing is Critical

Customer satisfaction and repeat Customer satisfaction and repeat patronage are influenced primarily by patronage are influenced primarily by food and beverage quality, service, food and beverage quality, service, sanitation, and cleanliness.sanitation, and cleanliness.

An inadequate, undermanned, An inadequate, undermanned, undertrained staff is incompatible with undertrained staff is incompatible with successful events. successful events.

Volume SwingsVolume Swings

Many caterers experience severe volume Many caterers experience severe volume swings.swings.

Convention centers in particular have a unique Convention centers in particular have a unique challenge in terms of volume and staffing.challenge in terms of volume and staffing.

One day they may have a breakfast for 5,000, One day they may have a breakfast for 5,000, which requires a large staff.which requires a large staff.

They may not have another similar function for They may not have another similar function for two weeks.two weeks.

Difficult to keep qualified employees who prefer Difficult to keep qualified employees who prefer more predictable work schedules.more predictable work schedules.

A ListA List

In addition to full-time management and In addition to full-time management and permanent hourly employees, many caterers permanent hourly employees, many caterers maintain two lists of service-staff (i.e., banquet-maintain two lists of service-staff (i.e., banquet-staff) employees.staff) employees.

A-list personnel are the steady extras; they are A-list personnel are the steady extras; they are called first when help is needed.called first when help is needed.

If enough people are not available on the A list, If enough people are not available on the A list, the manager will call those on the B list. the manager will call those on the B list.

B ListB List The B-list personnel are casual labor who are The B-list personnel are casual labor who are

used to fill in the gaps.used to fill in the gaps. They present more of a challenge than A-list They present more of a challenge than A-list

people because the typical B-list worker is people because the typical B-list worker is probably on the B-list of every caterer in town.probably on the B-list of every caterer in town.

As a result, major functions can go begging for As a result, major functions can go begging for adequate staff.adequate staff.

To overcome these obstacles, the caterer must To overcome these obstacles, the caterer must be a creative personnel recruiter and a superb be a creative personnel recruiter and a superb planner.planner.

Union LaborUnion Labor A unionized caterer usually is required to go A unionized caterer usually is required to go

through the local union hiring hall for its steady through the local union hiring hall for its steady and casual servers.and casual servers.

The union generally keeps lists of steadies and The union generally keeps lists of steadies and extras similar to the A and B lists kept by extras similar to the A and B lists kept by nonunionized properties.nonunionized properties.

If the union has enough advance notice of If the union has enough advance notice of caterers’ requirements, especially during peak caterers’ requirements, especially during peak demand periods, chances are it can satisfy demand periods, chances are it can satisfy their needs.their needs.

Payroll ExpensePayroll Expense

Most catered events are very labor Most catered events are very labor intensive.intensive.

Especially those that include many foods Especially those that include many foods made from scratch in the facility's made from scratch in the facility's kitchens.kitchens.

It is not unusual for payroll costs to be It is not unusual for payroll costs to be one-third, or more, of a function's total one-third, or more, of a function's total price. price.

Payroll Expense Payroll Expense Payroll expense includes the cost of wages Payroll expense includes the cost of wages

and salaries, required employee benefits, and and salaries, required employee benefits, and discretionary employee benefits.discretionary employee benefits.

Salaries are determined by the caterer and are Salaries are determined by the caterer and are usually consistent with local labor market usually consistent with local labor market conditions.conditions.

Wages may be determined the same way.Wages may be determined the same way. In union shops, wages are determined through In union shops, wages are determined through

negotiations with union representatives. negotiations with union representatives.

Payroll ExpensePayroll Expense

Required employee benefits are also Required employee benefits are also referred to as payroll taxes.referred to as payroll taxes.

These include such expenses as Social These include such expenses as Social Security, Medicare, unemployment, and Security, Medicare, unemployment, and worker’s compensation.worker’s compensation.

Discretionary benefits include such Discretionary benefits include such expenses as health insurance, 401k expenses as health insurance, 401k contributions, and holiday pay. contributions, and holiday pay.

BenefitsBenefits

According to National Restaurant According to National Restaurant Association statistics, on average, Association statistics, on average, benefits add approximately 28% to the benefits add approximately 28% to the cost of each employee.cost of each employee.

If a caterer pays an employee $10.00 per If a caterer pays an employee $10.00 per hour, the total labor cost for that person hour, the total labor cost for that person will be approximately $12.80 per hour. will be approximately $12.80 per hour.

There is a great deal of pressure to hold the There is a great deal of pressure to hold the line on payroll costs.line on payroll costs.

This puts the meeting planner in a very This puts the meeting planner in a very awkward position when planning an event.awkward position when planning an event.

To control payroll, a caterer may need to To control payroll, a caterer may need to purchase more convenience foods, reduce purchase more convenience foods, reduce menu options, and eliminate menu items that menu options, and eliminate menu items that require a great deal of expensive expertise to require a great deal of expensive expertise to prepare and serve.prepare and serve.

The other alternative is to charge more and/or The other alternative is to charge more and/or charge separately for labor.charge separately for labor.

Scheduling fewer servers and/or compromising Scheduling fewer servers and/or compromising other services are unacceptable options.other services are unacceptable options.

The caterer and meeting planner must stay The caterer and meeting planner must stay within payroll budgets, but it is equally within payroll budgets, but it is equally important to avoid alienating attendees.important to avoid alienating attendees.

Instead of cutting labor, it is better to pay a Instead of cutting labor, it is better to pay a modest labor surcharge so the function can modest labor surcharge so the function can be prepared and served correctly.be prepared and served correctly.

If a caterer feels that a labor surcharge is the If a caterer feels that a labor surcharge is the best option, he or she should suggest it and best option, he or she should suggest it and plan for it in advance.plan for it in advance.

It should not be a last-minute consideration.It should not be a last-minute consideration.

Food Production Planning Food Production Planning

Meeting planners usually are not involved in Meeting planners usually are not involved in determining the amount of food production determining the amount of food production labor needed for a meal function.labor needed for a meal function.

Most menu prices for a meal function include Most menu prices for a meal function include the cost of production labor.the cost of production labor.

Occasionally a meeting planner will need to Occasionally a meeting planner will need to consider paying extra for an action-station chef consider paying extra for an action-station chef or a carver.or a carver.

But the bulk of the food production labor But the bulk of the food production labor expense will be reflected in the menu prices, expense will be reflected in the menu prices, particularly if the meeting planner plans and particularly if the meeting planner plans and purchases a standardized event.purchases a standardized event.

Food Production PlanningFood Production Planning The number of food production hours and The number of food production hours and

the type of labor skills needed for a meal the type of labor skills needed for a meal function depend primarily on:function depend primarily on: Number of attendeesNumber of attendees Amount of time scheduled for the eventAmount of time scheduled for the event Union and caterer human resources policiesUnion and caterer human resources policies Type of service style neededType of service style needed Amount of convenience food usedAmount of convenience food used Amount of scratch productionAmount of scratch production

Con’tCon’t

Amount of finish cooking neededAmount of finish cooking needed Types of menu items offereTypes of menu items offeredd Number of last-minute requestsNumber of last-minute requests Number of special dietsNumber of special diets Accuracy of mealtime estimatesAccuracy of mealtime estimates Caterer’s work-scheduling skillCaterer’s work-scheduling skillss

Number of Bar Backs Number of Bar Backs Needed Depends On:Needed Depends On:

Number of bars scheduledNumber of bars scheduled Capacity of each bar to hold in-process inventoriesCapacity of each bar to hold in-process inventories Distance between the bars and the kitchen and Distance between the bars and the kitchen and

storeroom (or from the storage truck in an off-premise storeroom (or from the storage truck in an off-premise event)event)

Degree of ease or difficulty associated with retrieving Degree of ease or difficulty associated with retrieving backup stockbackup stock

Number of attendeesNumber of attendees Hours of operationHours of operation Variety of liquor stock, glassware, garnishes, and other Variety of liquor stock, glassware, garnishes, and other

supplies needed at the barssupplies needed at the bars Applicable union and company human resources Applicable union and company human resources

policiespolicies

Number of Bartenders Number of Bartenders Needed Depends On:Needed Depends On:

Number of bars scheduledNumber of bars scheduled Types of drinks that must be preparedTypes of drinks that must be prepared Number of drinks that must be preparedNumber of drinks that must be prepared Number of attendeesNumber of attendees Hours of operationHours of operation Amount of bar-back work that must be Amount of bar-back work that must be

performed by the bartenderperformed by the bartender Applicable union and company human Applicable union and company human

resources policiesresources policies

BartendersBartenders You will need at least one bartender per bar.You will need at least one bartender per bar. For large events, you should request two For large events, you should request two

bartenders for each bar plus any wine-service bartenders for each bar plus any wine-service personnel needed for the meal.personnel needed for the meal.

For small beverage functions you may need For small beverage functions you may need two bartenders, or more, if the event is two bartenders, or more, if the event is scheduled for only 45 minutes to one hour.scheduled for only 45 minutes to one hour.

In this case, speed is a high priority.In this case, speed is a high priority. With such a short time frame, attendees With such a short time frame, attendees

normally swamp the bar to make sure they get normally swamp the bar to make sure they get their desired number of drinks before it closes.their desired number of drinks before it closes.

One bartender may be unable to handle this One bartender may be unable to handle this onslaught.onslaught.

For large beverage functions, such as a For large beverage functions, such as a convention's opening-night cocktail reception, a convention's opening-night cocktail reception, a caterer generally will try to get by with one caterer generally will try to get by with one bartender for every 100 attendees.bartender for every 100 attendees.

This is a standard ratio in the industry.This is a standard ratio in the industry. The meeting planner should consider a ratio of The meeting planner should consider a ratio of

one bartender for every 75 guests, which one bartender for every 75 guests, which usually is the minimum necessary if you expect usually is the minimum necessary if you expect all attendees to arrive at the same time.all attendees to arrive at the same time.

If there are not enough bartenders when a If there are not enough bartenders when a crowd hits the door, some attendees may have crowd hits the door, some attendees may have to wait too long to get a drink. to wait too long to get a drink.

Cashiers Cashiers Cashiers are used to sell drink tickets.Cashiers are used to sell drink tickets. Normally you need only one cashier if the Normally you need only one cashier if the

catered function is small and/or if it is a catered function is small and/or if it is a leisurely event where attendees are not leisurely event where attendees are not pressed for time.pressed for time.

Larger functions, as well as those where Larger functions, as well as those where speed is essential, require more speed is essential, require more cashiers.cashiers.

In such cases, generally you will need to In such cases, generally you will need to request one cashier for every two request one cashier for every two bartenders. bartenders.

ServersServers Depending on the type of event, the caterer will Depending on the type of event, the caterer will

have to schedule one or more of these types of have to schedule one or more of these types of servers:servers:

Maître d’hôtelMaître d’hôtel CaptainCaptain Food serverFood server Cocktail serverCocktail server SommelierSommelier Food runnerFood runner Busperson Busperson

Server dutiesServer duties Napkin foldsNapkin folds Table settingsTable settings Placing table pads and Placing table pads and

tableclothstablecloths Presetting foods and Presetting foods and

greeting/seating guestsgreeting/seating guests Taking food/beverage ordersTaking food/beverage orders Serving food and beverageServing food and beverage Submitting F&B orders to Submitting F&B orders to

chefs and bartenderschefs and bartenders Opening wine bottlesOpening wine bottles Pouring winePouring wine Hot beverage serviceHot beverage service Cold beverage serviceCold beverage service

Crumbing tablesCrumbing tables Bussing tablesBussing tables Carrying loaded traysCarrying loaded trays Stacking traysStacking trays Emptying traysEmptying trays Tableside preparationTableside preparation Using different service stylesUsing different service styles Handling last-minute Handling last-minute

requests and complaintsrequests and complaints Directing guests to other Directing guests to other

facilities in the propertyfacilities in the property Handling disruptionsHandling disruptions Dealing with intoxicated Dealing with intoxicated

attendeesattendees Refusing liquor service to Refusing liquor service to

minorsminors Requisitioning tableware Requisitioning tableware

and naperyand napery    

Service RatiosService Ratios Number of service personnel needed to handle a Number of service personnel needed to handle a

given number of attendees is established by the given number of attendees is established by the caterer. caterer.

The number of service personnel needed The number of service personnel needed depends on many factors. depends on many factors.

The primary ones are:The primary ones are: Number of attendeesNumber of attendees Length of the catered functionLength of the catered function Style of service usedStyle of service used Menu, especially its length and complexityMenu, especially its length and complexity Timing of the event Timing of the event

Con’tCon’t

Room setupRoom setup Location of function room Location of function room Overtime required Overtime required Number of head-table attendees Number of head-table attendees Number and type of extraordinary Number and type of extraordinary

requests requests Applicable union and company human Applicable union and company human

resources policies resources policies

Service RatiosService Ratios

Many caterers will budget one server for Many caterers will budget one server for every 32 attendees at a meal function every 32 attendees at a meal function regardless of the style of service, the regardless of the style of service, the type of menu, or whether the servers are type of menu, or whether the servers are responsible for wine service. responsible for wine service.

Service RatiosService Ratios Service is critical.Service is critical. Many excellent meals are ruined by poor Many excellent meals are ruined by poor

service.service. Service levels can run from one server per 8 Service levels can run from one server per 8

guests to one server per 40 guests.guests to one server per 40 guests. Most caterers’ staffing guides allow for the 1 to Most caterers’ staffing guides allow for the 1 to

32 ratio.32 ratio. Meeting planners should try to get 1 to 20 or 1 Meeting planners should try to get 1 to 20 or 1

to 16 if there is poured wine or banquet French to 16 if there is poured wine or banquet French service.service.

Type of Table

Rounds of 10

Rounds of 8

Rounds of 10

Rounds of 8

No. of tables

2 5 2 2

No. of servers

1 2 1 1

Type of service

American with preset

American with preset

Banquet French/poured wine

Banquet French/poured wine

No. of bussers

1/3 2/3 1/3 1/3

No. of attendees

20 40 16 16

CaptainsCaptains Request at least one banquet captain for Request at least one banquet captain for

each catered event.each catered event. For very large meal functions, one For very large meal functions, one

banquet captain should be scheduled for banquet captain should be scheduled for every block of 250 attendees (i.e., for every block of 250 attendees (i.e., for every block of 25 rounds of 10).every block of 25 rounds of 10).

Alternatively, a banquet captain could be Alternatively, a banquet captain could be scheduled for every 10 to 12 servers.scheduled for every 10 to 12 servers.

Meeting planners should insist on a “set-by” Meeting planners should insist on a “set-by” time of approximately 15 minutes before the time of approximately 15 minutes before the function begins.function begins.

This is when all F&B and service staff should This is when all F&B and service staff should be ready to go.be ready to go.

Begin alerting attendees by starting the music, Begin alerting attendees by starting the music, dimming the lights in the prefunction area, dimming the lights in the prefunction area, ringing chimes, or making announcements to ringing chimes, or making announcements to signal attendees that it is time to enter the signal attendees that it is time to enter the function room.function room.

Servers should be standing ready at their Servers should be standing ready at their stations when attendees walk into the room, stations when attendees walk into the room, not against the wall talking with each other.not against the wall talking with each other.

For most conventional meal functions, For most conventional meal functions, the salad course usually takes about 20 the salad course usually takes about 20 to 30 minutes and the main course about to 30 minutes and the main course about 30 to 50 minutes, from serving to 30 to 50 minutes, from serving to removing of plates.removing of plates.

Dessert usually can be handled in 20 to Dessert usually can be handled in 20 to 30 minutes.30 minutes.

Normally the entire banquet service is 1 Normally the entire banquet service is 1 1/4 hours for the typical luncheon and 2 1/4 hours for the typical luncheon and 2 hours for the typical dinner event.hours for the typical dinner event.

Support DepartmentsSupport Departments KitchenKitchen BeverageBeverage PurchasingPurchasing Receiving & Receiving &

StoreroomStoreroom HousekeepingHousekeeping Convention ServiceConvention Service MaintenanceMaintenance EngineeringEngineering Property ManagerProperty Manager StewardSteward

Print ShopPrint Shop Room ServiceRoom Service Human ResourcesHuman Resources ControllerController SecuritySecurity SalesSales Front OfficeFront Office Audio VisualAudio Visual RecreationRecreation EntertainmentEntertainment Business ServicesBusiness Services