the ritz-carlton coffee breaks

THE RITZ-CARLTON COFFEE BREAKS

©2019 - Marriott International. All rights reserved. | 2

TABLE OF CONTENTS

INTRODUCTION

THE RITZ-CARLTON COFFEE BREAK STANDARDS OVERVIEW

MEETINGS + EVENTS POSITIONING AND PILLARS

PROOF POINT EXAMPLES

Sensory Experiences

Immersive Meeting + Events

Scenography

Meeting Planner

Meetings that WOW

Three Steps of Service

Ladies & Gentlemen serving Ladies & Gentlemen

Creating Guests for Life

ON PROPERTY ACTIVATION

FOOD & BEVERAGE POSITIONING

ADDITIONAL RESOURCES


INTRODUCTION The coffee break is one of the most utilized services in any banquet operation–whether as part of a Daily Delegate Rate (DDR) or as an a la carte option to a meeting.

As luxury customers have higher expectations than in any other segment, the quality of the product must meet, or exceed, those expectations to create a memorable experience.

Luxury guests may evaluate the coffee break experience based on several touchpoints such as presentation and storytelling, the quality of food and beverage products, and the cleanliness. The following pages of this look book will illustrate basic luxury standards in set-up and presentation, as well as provide inspiration to create unique and distinctive coffee break experiences for The Ritz-Carlton.

Do:- Follow standards and suggestions as described in the Standards section- Use the examples of Experience Signatures to create your own on property activationsDon’t:- Set up basic coffee breaks without adding in The Ritz-Carlton M+E positioning


THE RITZ-CARLTON COFFEE BREAKSTANDARDS OVERVIEW

STANDARDS • Hotel will ensure Coffee Breaks are “guest ready” 15 minutes prior to

the scheduled starting time

• Only label food and drink items when necessary

• Ensure labels are facing in the same direction and in clear view of the guests, such as beverage and sugar labels

• Ensure items are within reach and accessible to the guests

• Add varying height by using risers, vessels, and serving equipment

• Use similar shapes that complement each other. For example, square risers with square or rectangle platters and round risers with round or oval platters

• Ensure that all serving utensils, equipment, and china is clean and polished

• Stack beverage napkins linearly

SET UP AND PRESENTATION


STANDARDS Do:

• Food is positioned to ensure proper buffet flow: Start with plates and serveware, food presentation, any applicable condiments, cutlery

• Use one container per food type

• Bottled beverages need to presented so it is easy to recognize type

• Ensure buffet tables complement the event space design

• Use the appropriate decor elements to enhance and complement the theme

Don’t:

• Power cords/extension cords should be properly taped/hidden at all times

SET UP AND PRESENTATION


STANDARDS • All Coffee Breaks will include regular coffee, decaffeinated coffee, and

hot water with tea bags as a minimum

• Coffee must be fresh, crafted, and, when possible, locally sourced

• Coffee service will include a combination of the following milk options:

US/Canada:

• Half and half, skim, low-fat, 2%, soy, and/or lactose-free

Europe / Asia Pacific / MEA:

• Whole milk, 2%, soy and/or lactose-free

• Minimum 2 different kinds of milk -preferred semi skimmed, lactose free or soya milk

• Provide brown and white sugar and sweetener and, according to your brand program, loose or packaged

• Do not permit coffee to be served in an urn

• Refresh coffee every 30 minutes if set-up in the prefunction space. For coffee set-up in a meeting room, refresh according to the guests’ preferences

• Set enough coffee cups and saucers or mugs for 75% of the expected guest count for larger breaks (50 guests or more)

SUGGESTION• It is preferred to put specialty coffee machines in place

FOOD & BEVERAGE: COFFEE


STANDARDS • Hotel will provide hot water for tea service and it must be served in an

urn or airpot / Hot water jug exclusively used for hot water only

• Tea service will include a fair trade breakfast tea, a decaffeinated tea, and an herbal tea as a minimum

Europe / Asia Pacific / MEA:

• Hotel will use Continent approved Tea specification

• Hot Tea - Minimum selection of 6

US/Canada:

• Hotel will use Continent approved tea specification as individual wrapped tea bags

• It is discouraged to use an airpot designed for hot water for coffee instead

• Provide lemons: Fresh sliced 1/8 cut lemons wedges

• Honey will be served for hot tea service

• Provide an appropriate waste vessel for customers to place torn sugar packets and tea bags

FOOD & BEVERAGE: TEA


STANDARDS • Hotel will offer a variety of soft drinks, still and sparkling waters if available

US/Canada:

• Iced teas to be included

Europe:

• Minimum Filter Infused Water. Soft drinks recommended:

• Pepsi, Diet Pepsi, Pepsi Max & 7-Up (No Coca-Cola products)

MEA:

• Still and sparkling water required, three kinds of fresh juices required, soft drinks recommended

• Pepsi is the required beverage provider for all luxury properties, served in bottles where available

• Minimum standard of Pepsi, Pepsi Light, 7-Up, Miranda to be offered with locally relevant beverages offered additionally. (As product varies by continent due to regional availability, please reference minimum standards on MGS for more details)

SUGGESTION • Proper garnishes need to be served when appropriate. Make sure they are of the same quality and creativity

as your restaurant or local, quality cocktail bar. Please reference the BarArts and Skip the Straw MGS page link on page 29

FOOD & BEVERAGE: SOFT DRINKS AND WATER


STANDARDS • Each Coffee Break includes minimum of 1 savory, 1 sweet, and 1 healthy food item

MEA:

• Minimum of six different food items consisting of sweet, savory, healthy, and cut-fruit items

• Low sugar items are to be fruit-based when possible

• AM Breaks - Low Sugar - Fruit Sugar, Low Carb - Good Carb

• PM Breaks - Energy

• Condiments should be provided for food items that require them (for example, provide preserves with croissants)

• Food items should be presented to either be enjoyed at the moment or to take on the go (provide plates, utensils if necessary, and cocktail napkins)

• Temperature is essential; hot food needs to be served hot, cold food needs to be served cold

SUGGESTION• Food should be all prepared in-house and display culinary craftsmanship

FOOD & BEVERAGE: FOOD


LUXURY TIPS AND BESTPRACTICES 1 For PM breaks, add local flavored syrups as an add on

to a Coffee Break to enhance the experience. Make sure to pull through the presentation of syrups by using local OS&E.

2 Have interactive options available that focus on unique local experiences that can not be found anywhere else. These options need to clearly have an added value and experiential factor.

3 As much as possible, use glass bottles or water dispensers that have a luxury look and feel.

4 With more guests looking for coffee drinks like espresso and cappuccino, look for opportunities to utilize machines that can offer these and that are easily transported. Make sure to discuss maintenance agreements with suppliers when doing so.

5 Although not a novelty anymore, look for edible straws and cutlery. These are still an interesting touch and save on disposables.

6 Leverage the knowledge of the property’s head bartender to offer unique Coffee Break beverages as an add on.


©2019 - Marriott International. All rights reserved. | 12©2019 - Marriott International. All rights reserved. | 12

THE RITZ-CARLTON MEETINGS + EVENTS POSITIONING

The next page leads with a one-pager providing an overview of the new Meetings + Events positioning, pillars and proof points.

The Meetings + Events positioning and pillars are meant as a vision to what meetings and events need to aspire to at The Ritz-Carlton.

The following pages go deeper into each specific proof point and call out specific examples as inspiration for leaders to start implementing at their own property.


SENSORY

Meetings + Events that enliven every sense through engaging and immersive experiences, going beyond the functionality of a meeting and unlocking the emotional experience for attendees.

MEMORABLE

Meetings + Events that go beyond expectations, creating memories etched into guests’ lives

GRACIOUS

Meetings + Events graciously composed byThe Ritz-Carlton Ladies and Gentlemen

PROOF POINTS:

Sensory Experiences:

• Stimulating the guests’ senses by engaging them with various touchpoints such as scent, F&B, florals and space design, and using traditional and technology based tools to provide an all-encompassing experience.

Crafted Meetings + Events:

• Ladies & Gentlemen showcase their knowledge and expertise during site visits, and through interactive break sessions or master classes, providing each guest with a story to tell.

PROOF POINTS:

Scenography:

• Signature hotel scenography is pulled through in Meetings + Events with carefully created rituals and experiential moments to leave an indelible mark.

Meeting Planner:

• Delivering flawless execution of events and creating memories for meeting planners by understanding and activating their personal preferences.

Meetings that Wow:

• Ladies & Gentlemen bring Essential Wows to life at every opportunity.

PROOF POINTS:

Three Steps of Service:

• Bringing the hallmark Three Steps of Service to life with every Meetings + Events function.

Ladies & Gentlemen Serving Ladies & Gentlemen:

• All employees are immersed in The Ritz-Carlton philosophy by attending brand orientation, providing a consistently gracious experience.

Creating Guests for Life:

• Ladies in Gentlemen in Meetings + Events are focused on turning attendees and customers into guests for life, by engaging with them at every possible interaction and delivering on preferences and personal needs.

At The Ritz-Carlton, we Create Indelible Marks. Exceptional service and immersive sensory experiences weave together a captivating story for every Meetings + Events guest that becomes a part of their own journey.

MEETINGS + EVENTS POSITIONING:

CREATING INDELIBLE MARKS

BRAND PILLARS:


Bringing the Meetings + Events positioning to life with actionable proof points to guide leaders to success at their own properties.

THE RITZ-CARLTON MEETINGS + EVENTS PROOF POINTS


SENSORY EXPERIENCES

Utilize local botanicals that will give the Coffee Break a sense place and communicate the narrative, leaving a lasting memory for the guests

Choose locations on property that will add to the experiential nature of the Coffee Break, such as a garden or courtyard

Source furnishing from local stores to enhance a set-up. For example, use a Chinese cabinet to showcase food items instead of a standard buffet table

Stimulate senses by adding fragrances relevant to the location and theme of the coffee break

Highlight unique, local ingredients by explaining their origin and cultural significance with appropriate signage, narration from a culinary expert, or visually impactful technology - for example, a digital picture frame showing a native artisan preparing a local pastry


Stimulating the guests’ senses by engaging them with various touchpoints such as scent, F&B, florals and space design, and using traditional and technology based tools to provide an all encompassing experience.

Allow guests to enjoy the aroma of the tea and coffee offering to help them make a selection

Showcase special ingredients by describing their origin


CRAFTED MEETINGS + EVENTS

The barista can be part of the site inspection by leveraging information provided by sales and event managers to create a coffee tasting journey for guests to experience

Have a local artist create an artistic interpretation of the meeting progress to be given as a souvenir

Choose locally relevant traditions that Ladies & Gentlemen can showcase during breaks. For example, preparing traditional Turkish coffee or Middle Eastern Ghawa


Ladies & Gentlemen showcase their knowledge and expertise during site visits, and through interactive break sessions or masterclasses, providing each guest with a story to tell.

Offer guests a memorable experience such as a master class with the pastry chef during a Coffee Break or as a break out team building exercise


SCENOGRAPHY


Signature hotel scenography is pulled through in Meetings + Events with carefully created rituals and experiential moments that leave an indelible mark.

Choose serving vessels that reflect the hotel’s scenography

Consider using culturally significant ingredients and equipment for food and beverage preparation at a Coffee Break

Create experiential rituals as a break surprise or as an up-sell. For example, uselocal herbs and spices to flavor coffee or tea, using corresponding messaging about the ingredients


MEETING PLANNER MEMORIES

Engage with the meeting planner by asking specific questions to learn their preferences, likes and dislikes, that can be acted upon throughout the day for a successful meeting

Highlighting unique beverages or ingredients is an opportunity to create a memorable story for meeting planners and guests, alike

When finding out the beverage preference of a meeting planner or VIP, add it as a customized option to a Coffee Break


Delivering flawless execution of events and creating memories for meeting planners by understandingand activating their personal preferences.

Training Ladies & Gentlemen to take cues from individual guests and VIPs will increase engagement with the meeting planner. Learning if a guest prefers beverages with or without ice, or acting upon a special request, such as a phone charger they are in need of, can turn into actionable preferences


MEETINGS THAT WOW


Ladies & Gentlemen bring Essential Wows to life at every opportunity.

Compile a list of the most common guest inquiries as an opportunity to have customizable solutions ready. Use the Essential Wow Toolkit to evaluate the opportunities as a team

Create a mobile cart that can be used for pop-up activations during breaks: preparing local coffee combinations and coffee cocktails, creating unique smoothies to compliment the break, or look at preferences of the group that can be turned into an experience

Add the company logo on dessert items such as cupcakes to create an impact on attendees

Servers can execute flawless service by inquiring if guests are satisfied and acting upon their response accordingly


THREE STEPS OF SERVICE

Train servers to use the Three Steps of Service and introduce themselves to guests at every opportunity

Provide a warm welcome upon guests’ arrival, engage with them during a function to learn what they enjoy, and thank them when the break is over

Add a simple to-go set-up with napkins and environmentally friendly

cutlery so guests can take away something

easily

Prepare to-go items for attendees who do not have enough time to enjoy the break

Keep a list of the most common requests to

train servers to anticipate those needs


Bringing the hallmark Three Steps of Service to life with every Meetings + Events function.


LADIES & GENTLEMEN SERVING LADIES & GENTLEMEN


All employees are immersed in The Ritz-Carlton culture and philosophy by attending brand orientation and training, providing a consistently gracious experience.

credo

The Ritz-Carlton is a place where

the genuine care and comfort of our

guests is our highest mission.

We pledge to provide the finest

personal service and facilities for our

guests who will always enjoy a warm,

relaxed, yet refined ambience.

The Ritz-Carlton experience enlivens

the senses, instills well-being, and

fulfills even the unexpressed wishes

and needs of our guests.

employee promise

At The Ritz-Carlton,

our Ladies and Gentlemen are

the most important resource in our

service commitment to our guests.

By applying the principles of trust,

honesty, respect, integrity and

commitment, we nurture and maximize

talent to the benefit of each

individual and the company.

The Ritz-Carlton fosters a work

environment where diversity is valued,

quality of life is enhanced, individual

aspirations are fulfilled, and

The Ritz-Carlton Mystique

is strengthened.

motto

we are ladies and gentlemen

serving ladies and

gentlemen.

three steps of service

1

A warm and sincere greeting.

Use the guest’s name.

2

Anticipation and fulfillment

of each guest’s needs.

3 Fond farewell.

Give a warm good-bye

and use the guest’s name.

8 I have the opportunity to

continuously learn and grow.

9 I am involved in the planning of the work that affects me.

10 I am proud of my professional

appearance, language, and behavior.

11 I protect the privacy and security

of our guests, my fellow employees and the company’s confidential

information and assets.

12 I am responsible for uncompromising levels of cleanliness and creating a safe and accident-free environment.

4 I understand my role in achieving

the Key Success Factors, embracing Community Footprints and creating

The Ritz-Carlton Mystique.

5 I continuously seek opportunities

to innovate and improve The Ritz-Carlton experience.

6 I own and immediately resolve

guest problems.

7 I create a work environment of

teamwork and lateral service so that the needs of our guests and

each other are met.

service valuesi am proud to be

ritz-carlton

1 I build strong relationships and

create Ritz-Carlton guests for life.

2 I am always responsive to the

expressed and unexpressed wishes and needs of our guests.

3 I am empowered to create

unique, memorable and personal experiences for our guests.

mystique

functional

Invite outsourced banquet employees to attend The Ritz-Carlton orientation to become vested in the brand

Before commencing their shift, all employees, including outsourced, attend The Ritz-Carlton line up

Senior Leaders should participate in banquet line ups with the outsourced employees to effectively communicate The Ritz-Carlton philosophy and the positive impact of implementing the brand’s Gold Standards

Immerse outsourced staff in the importance of Commitment to Quality and its content

All Ladies & Gentlemen, including outsourced employees, are required to carry the Credo Card with them


CREATING GUESTS FOR LIFE

Servers and baristas are trained in taking cuesfrom guest interactions and by engaging in conversations with them. Asking how they enjoy their beverages, what else they can serve, or what can be prepared for the next break will help them create guests for life

If noticing a guest coughing, offer an herbal tea or send a healthy amenity to their room at the end of the meeting

To personalize each guest experience, have servers tend to specific guests or VIPs

If learning that a guest has jet lag when engaging in conversation with them, offer a revitalizing beverage that counteracts the symptoms


Ladies & Gentlemen in Meetings + Events are focused on turning attendees and customers into guests for life by engaging with them at every possible interaction and delivering on preferences and personal needs.


ON PROPERTY ACTIVATION


THE RITZ-CARLTON COFFEE BREAK EXAMPLE

The Ritz-Carlton Bacara, Santa Barbara team highlighted their scenography theme of “California citrus” to create a break concept around locally sourced lemons and limes and the readily available produce from the area farmers.


By creating a shaved ice station with syrups of local flavors with one of the culinary experts on property, they created an interactive and immersive experience.

To create a unique experience, the team utilized citrus in multiple food items, as inspiration for serveware, and in the set-up decoration.

By using the property’s bicycles as staging elements and providing a map of local bicycle trails, the team encouraged the guests to explore the surrounding area during their down time.


THE RITZ-CARLTON COFFEE BREAK EXAMPLE

Look for ways to add an interactive experience. As an example, adding a shaved ice and flavors station reinforces the break concept

Choose different pottery styles to create an appealing botanical display

Create memorable elements in the F&B offering that reinforce the break concept. The examples here show a lemon-shaped chocolate dessert, filled with a lemon lime mousse, that hung from a real lemon tree

Adding local flavors to coffees is a simple, but effective, enhancement

To further communicate the concept, the team created F&B items that used citrus as an ingredient and inspiration for the serveware



FOOD & BEVERAGEPOSITIONING

FOOD & BEVERAGE POSITIONING:

MISSION STATEMENT

At The Ritz-Carlton, we infuse our renowned legendary, gracious and inspiring service with original, concept-driven culinary and bar experiences.



HANDCRAFTED

Handcrafted food and beverages that explify the personal artistry and expertise of The Ritz-Carlton team

EXPERIENTIAL

Stimulating the guests’ senses by engaging them with distinctive culinary and bar presentations

RELEVANT

Crafting food and beverages that are relevant to the set-up theme and are current with food and beverage trends

RESPONSIBLE

Utlizing and highlighting local, responsibly sourced ingredients and communicating those choices effectively to the guests

FOOD & BEVERAGE POSITIONING:

THE RITZ-CARLTON F&B PILLARS

ADDITIONALRESOURCES

THE RITZ-CARLTON F&B POSITIONINGhttps://mgscloud.marriott.com/common/lodging-operations/food-and-beverage/luxury/brands/the-ritz-carlton/

FOOD WASTE REDUCTIONhttps://mgscloud.marriott.com/common/business-resources/serve-360/sustain/reduce-environmental-impacts/waste/food-waste/source-reduction.html

SKIP THE STRAWhttps://mgscloud.marriott.com/common/lodging-operations/food-and-beverage/sustainability/skip-the-straw.html

COFFEE BREAK SPECIFICATIONShttps://mgscloud.marriott.com/standards?id=3670,3668,3667,3669,527,534,509,543,546,542,538,2851#standard3667

FOOD + DRINKS MINIMUM GUIDELINES (EUROPE)https://mgscloud.marriott.com/common/continental-divisions/europe/operations/food-beverage/events/food-drink.html

References Available on MGS


https://mgscloud.marriott.com/common/lodging-operations/food-and-beverage/luxury/brands/the-ritz-carlton/

https://mgscloud.marriott.com/common/lodging-operations/food-and-beverage/luxury/brands/the-ritz-carlton/

https://mgscloud.marriott.com/common/business-resources/serve-360/sustain/reduce-environmental-impacts/waste/food-waste/source-reduction.html



https://mgscloud.marriott.com/common/lodging-operations/food-and-beverage/sustainability/ skip-the-straw.html



https://mgscloud.marriott.com/standards?id=3670,3668,3667,3669,527,534,509,543,546,542,538,2851#standard3667



https://mgscloud.marriott.com/common/continental-divisions/europe/operations/food-beverage/events/food-drink.html

https://mgscloud.marriott.com/common/continental-divisions/europe/operations/food-beverage/events/food-drink.html

THANK YOU

the ritz-carlton coffee breaks

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