Food and Beverage Training Manual 2021

Food & Beverage Manuals and Guidelines

Food and Beverage Mission Statement: The purpose of the food and beverage department is

to enhance the image of Frenchman ’ s Creek to its members and their guests, through patronage, maximum satisfaction and highest perceived value.

2021 - 2022

Welcome!

Dear Trainees:

Frenchman ’ s Creek Country Club experience will begin for our members and guests the moment they pass through our gate. It is therefore essential that all the Ladies and Gentlemen at Frenchman ’ s Creek exemplify the standards for excellence. The procedures which follow, will explain in detail the operational aspects for your jobs. More importantly, however, will be the way you carry out these action steps. The manner in which you present yourself to our members and guests will do much to set the tone for their stay. A statement you will hear often throughout your career with Frenchman ’ s Creek sums up our approach very well:

“ We are Ladies and Gentlemen serving Ladies and Gentlemen. ”

You will always be warm, friendly, and helpful, but also professional.

Our unique approach to service will set the standard for our industry. Every first class Country Club in the world will be watching us to see how we do it at Frenchman ’ s Creek. You have been selected from hundreds of applicants because we feel that you have the skills to meet this challenge. Congratulations, good luck and welcome to the number one Country Club in South Florida!

We are looking forward to work & continue to learn with you,

Sincerely,

Ashish Sethi Food & Beverage Director

Food & Beverage Organizational Chart

Cindy Teyssedou Beach Club General Manager

Ashish Sethi Club House Manager

Gina Henkel Beach Club Manager

Stephen Fisher Beverage Manager

Carina Bayer Catering Manager

Vineet Choudhary Main Dining Room Manager

Rohan Pereira Chief Stewarding

Joel Laverdure The Grille Manager

Ergie Olaivar Sports Bar Manager

Shams Chowdury 19th Hole Card Rooms Food Truck Manager

Jackie Acotanza F&B Office Manager

Frenchman ’ s Creek Club Basics

1.

All standards are to be energized by all employees

2. Practice teamwork and “ lateral service ” to create a positive work environment. 3. The steps of service shall be practiced by all employees. 4. Any employee who receives a member complaint has to take imme- diate action to correct the complaint. 5. Uncompromised levels of cleanliness are the responsibility of every employee. 6. Always maintain positive attitude. Use proper verbiage with our members. 7. Never say “ NO ”. Use proper and professional judgment. (For example: It will take me 20 minutes to get your favorite yogurt from Publix, in the mean while may I offer you this …) 8. Be knowledgeable of club information to answer members ’ inquiries. 9. Use proper telephone etiquettes. Answer within three rings and with a “ smile ”. Eliminate call transfers whenever possible. 10. Taking care of the assets of the club is the responsibility of every employee. 11. Ensure all employees know their roles during emergency situations and are aware of fire and life safety response processes. 12. When entering property all staff need to wear proper attire at all times. That means no Jeans, no Flip Flops and no shirt without col- lar.

Basic Facts, Principles and Guidelines

1.

Customers love to hear the sound of their name.

2.

Our restaurants serve service .

3. A happy customer tells five people. An unhappy customer tells ten.

4. Few people understand the difference between a 100 percent lamb chop and a 90 percent lamb chop, but almost everyone knows the difference between being treated really well and being treated less well.

5.

Dining room service is about warmth and style.

6. Management has organizational power. But the real power lies with the front - line contact person: the waiter. His or her interaction with the customer is everything. 7. What separates very good restaurant service from good restaurant service is not serving dishes - it ’ s clearing them. 8. There is never any excuse for a staff member to lack knowledge of the menu and to be unaware of the house ’ s policies, practices and service. 9. If a waiter ’ s job was simply to transport food from a kitchen to a dining room table, a better system would have been invented by technologists long ago. 10. Each time a staff person interrupts a customer with, “ excuse me, ” he just destroys the ambience of the moment.

12. Knowledge is the key to sales.

Important Food & Beverage Moments & Facts

There are 5 critical Dining Moments In a dining room, all time is not equal.

Those costumers who willingly spend 3 hours over dinner may not happily spend 3 minutes waiting for the check. There are five times during a meal when a guest consciously or unconsciously wants service speeded up. These are:

1. As soon as he sits down. 2. When a course is finished. 3. When water, wine or coffee are low 4. When it ’ s time for dessert 5. When it ’ s time for the check.

SERVICE 1. Great Service is an entire chain reaction of small, intangible elements: Knowing how to be available but not intrusive, Knowing how to satisfy a need before it ’ s voice. We all know that if great service were really only about the quality of the beef and the temperature of the wine, it would be a snap to achieve. Rather, at the most basic level, great restaurant service is about service style. 2. Attentiveness . When a waiter is being truly attentive, he does not question any request the customer makes - he simply assures the customer that the restaurant will do whatever it takes to accommodate the customer ’ s request. This might mean something as basic as preparing mashed potatoes for a customer who ’ s in the mood for them, even though mashed potatoes are not on the menu. 3 . Timing . The timing of a meal must be in concert with the image the restaurant projects. If everything about your restaurant promises speed, the service must never get grid locked or you may lose a customer. A reputation built on speed of service takes a long time to establish. It takes one bad experience of waiting too long to damage that reputation.

3 Steps of Service

• Warm and friendly welcome • Anticipate our member ’ s needs

Fond farewell

•

These 3 steps are very important throughout the whole club. Not only in our restaurants or in the service but also every time you meet a member or a guest these simple rules apply.

1. Greet member and guest by names and use words such as Good Morning, Good Afternoon, Good Evening. 2. Anticipate member and guest needs which is not restricted to the service. When you meet a member in the hallway be helpful and polite. 3. Fond Farewell: In the restaurants be at the door if possible to say good bye. This is important also when you helped a member or a guest don't leave them without saying good bye.

Food & Beverage Policies and Procedures

Schedule Smoking Vacations Sick Calls Phone Calls Breaks Last day of work

Schedule

There is great thought and planning that goes into making of any schedule. Schedules are affected by many things such as special events, holidays, individual requests and vacations. Once schedules are posted and you would like to make a shift change with other staff members, both staff members must sign off on the change and then have your direct supervisor sign off their approval. Verbal changes are not acceptable. If both em- ployees have not signed off on the change, and the staff member taking your shift fails to report to work, you are still responsible for your shift, and will be required to report to work. If you have a specific day or shift request, we will try to honor all requests. Sometimes that might not be possible due to special events, pop up parties or our normal business hours. Please keep the following procedure in mind: • Before you make your plans get your supervisor ’ s approval. • If you work in more than one department you must get each department supervisor ’ s approval. • Requests must be submitted in writing, a minimum one week prior . • Requests will be considered in the order in which they are received. • Smoking policy Frenchman ’ s Creek is a non - smoking facility . The employee designated smoking area is located at the delivery loading dock . If you are going to smoke you must ad- here to the following: Schedule requests:

• Smoke at this designated location only. • Smoking is only allowed during designated break periods. • Smoking is not allowed in the employee lounge. • Smoking is not allowed in view of our members.

Make sure after smoking you wash your hands and use a mouth freshener.

Vacation

Vacation time will be allowed to be taken after Mothers day (second Sunday of May) until September unless otherwise authorized by F&B Manager. Your vacation request needs to be submitted latest by April for approval.

CALL SICK PROCEDURE

As an employee if you are unable to report for any scheduled shifts due to illness, you are required to do the following:

1. Notify your direct supervisor or Manager on Duty to see who is not scheduled. 2. From the employee phone list contact those employees who may be able to cover or trade shifts. 3. Again notify your supervisor or Manager on Duty to update your status. Any absence of more than two days must be accompanied with a doctor ’ s excuse and release to return to work.

Cell Phone Numbers:

Ashish Sethi

561 - 236 - 2814 561 - 789 - 4870 561 - 308 - 4131 772 - 233 - 3623 561 - 275 - 6378 561 - 248 - 1772 561 - 843 - 2675 617 - 201 - 0941

Ext: 2643 Ext. 2650 Ext. 2645

Joel Laverdure

Carina Bayer

Cindy Teyssedou Vineet Choudhary

561 - 624 - 3400

Ext. 2651 / 2644

Ergie Olaivar

Ext: 2652 Ext: 2654 Ext. 2659

Shams Chowdhury

Stephen Fisher

Phone Calls Use of Club phones for personal use is not permitted. Any use of Club phones must be approved by a supervisor or manager. No personal phone calls will be accepted. No Cell phones are to be worn during your shift. Club policies state Cell phones are not to be used in the dining rooms.

Lunch / Dinner Break If you work a 6 hour shift 30 min will automatically be deducted for your break. If you do not take a break then you must speak with your department head. He / She will then confirm to HR that your break didn ’ t happen.

No food is to be boxed and taken home . No food or beverage is to be consumed in public areas, where a member may see you. This includes carrying a beverage from one place to the other.

NOTES

Team Work and Language

The importance of following procedures

Procedures are the guidelines by which we deliver consistent, excellent service to all our Members. In order to present our Members with seamless, trouble - free service, we must make sure we follow each and every procedure consistently. The benefits will include:

Consistency. By following the service guidelines, each and every day we provide consistency to our Food and Beverage Operations.

Efficiency. Following the same procedures day in and day out will lead to efficiency, rapid seating, and smoother operations.

Effective Teamwork . By following the service procedures, we work more effectively as a team.

Satisfied Members. Consistency in operations, efficient time manage- ment, and effective teamwork result in satisfied Members.

Teamwork

Effective teamwork requires 3 things: 1. Knowledge and understanding of one ’ s own job and the ability to do your job completely and thoroughly. 2. An understanding of all other jobs in your department and a willing- ness to do a task which is normally someone else ’ s responsibility – “ You may have time when they don't.", "They may have time when you don ’ t. ” 3. And last but not least, communication. Pay attention to what is going on around you. Have an eye on your colleagues to see when they need help. Be aware of what is happening in the entire room, not only in your section. A good team won ’ t even need words to communicate, they can “ speak ” by only looking at each other ….

WORKING TOGETHER AS A TEAM GUIDING THE MEMBER WILL KEEP YOU OUT OF THE WEEDS

“ Guiding your guests means that servers can anticipate needs, by asking questions and then suggesting food or drink items that can best meet those needs. It means leading them through the menu. This is the secret to controlling your table, thus your entire station. Master this step and you will no longer trespass on the piece of real estate property known as “ in the weeds. ”

Losing control of your station can be avoided. Every server has the ability to control their station instead of their station controlling them. It starts by making sure prepping of all side work is complete before the shift.

Most servers believe that once they are swamped they haven ’ t got time to make suggestions. It is making suggestions that will keep you out of the weeds. By offering suggestions and selling the member will keep you on the move and not spending a lot of time answering questions, keeping you away from your other tables.

Remember, you as a server must:

OBSERVE ANTICIPATE PRIORITIZE ACT

The server who takes control of his or her station uses less energy trying to put out fires. The server who is not in control gives poor service, and warns us all that someday they ’ ll be getting a “ real job ”.

USE THE RIGHT WORDS LANGUAGE AND ETIQUETTE

For some of you it might be the first time that you have to use a second language when you work in the service. We know that it might take some time until you can use the English language with confidence. You know how important language is when you work in the service. Following, we will list some phrases which are very important and you should memorize. You always have to use the right words. If you don ’ t know what a word means, please ask.

Wrong Phrases

Correct Phrases

Help you?

“Good evening, how may I assist you?”

→

“Can I start you out with a beverage?”

“May I bring you a glass of wine or iced tea, this afternoon?”

→

“Do you want another?”

“May I bring you another…?

→

“What was that you were drinking ma’am?”

“I will be right back with another glass of chardonnay.”

→

“Are you done?”

“May I take your plate for you, sir?”

→

“What?”

“Excuse me”, Pardon me”

→

“Yea”, “Yes”, “OK”

“Absolutely”, “Certainly”, “Positively”

→

Members, who have invited people from another club, may want to show off their service staff. Now is the time to shine. Expect to entertain them as well as serve them.

MEETING MEMBERS NEEDS

The Importance of Meeting Member Needs

By following the Food and Beverage Mission Statement, through the use of our skills and knowledge, we can make the most of every opportunity to meet and exceed member expectations. To do so, we must communi- cate and resolve challenging situations effectively.

The benefits of meeting member needs include:

Member loyalty: Members will happily come back time and time again because of their fantastic dining experience.

Respect from your team: By meeting end exceeding Member expecta- tions you show that you have what it takes to be a valuable member of the team.

Pride in your work: When you perform to the best of your abilities, you can have pride in your work and job well done.

Job Satisfaction: There are many factors that contribute to your job satisfaction. They include taking pride in your work, getting the respect from your team, and having satisfied members ’ return time and time again because of your high level of service.

Member Requests and Personal Preferences

It is our goal to accommodate Member requests, and anticipate a mem- bers needs. This is accomplished by learning or knowing Members likes and dislikes. This goes hand and hand along with Member recognition. Once we know what the Member expects, then anticipation should come almost as second nature. You should be able to look across your room or station and just by making eye contact with a member know what they need or if they want something.

After this ability to know and anticipate Members personal preferences is put to daily use, your job becomes much easier and most importantly the member is made to feel special and therefore is happy.

Courtesy and Complaints

Service complaints

When dealing with the public, and many different personalities, it is inevitable that you will encounter complaints. People have different per- spectives of how things should be done, when they should be done and how often they should be done. Our goal is to keep complaints to an absolute minimum. It is your respon- sibility to make sure you are in touch with what our members are expect- ing and anticipating. Look at their body language; Are they having a good time? Will they say to other people positive things about their dining expe- rience? Will they say positive things about you?

We regard each complaint as an opportunity to satisfy the Member before they leave the restaurant. Proper handling of a Member complaint can turn an unsatisfied person into a permanent friend and loyal Member.

If a Member complains about the quality of their food or beverages, the most important thing you can do is LISTEN! Then:

ACKNOWLEDGE their complaint APOLOGIZE to the Member THANK the Member for telling you about the situation, as you can only remedy those things you know about. ACT! Immediately get a Manager. Explain the problem to the Manager before they go to the table FOLLOW UP! Ninety percent of the Members satisfaction is under the direct control of the server. Their satisfaction depends on your knowledge and job perfor- mance. The other 10 percent is something that is not under your control. There may be a foreign matter in their food (i.e. hair). Regardless of the situation, discretion is important. In all cases, the Manager should be noti- fied. NEVER ignore a complaint, no matter how small you think it may be. Servers should never become overly friendly with a Member. Asking per- sonal questions or telling personal problems is not appropriate, particularly if they are work related. A good server does not blame the department. That does nothing to solve the problem. A good server does not make excuses. Mistakes will always happen; it is our responsibility to accept the responsibility by offering a courteous brief apology to the Member. A simple “ I ’ m sorry sir ”, “ I apologize, ma ’ am, I simply forgot, I will bring it right away ” is more appropriate than “ Ma ’ am, one of the servers called in sick and we are short handed, and I ’ m busy ”. Members do not need to know why a mistake has happened. They just need to see you acknowledge the mistake and take action to correct it. Courtesy NEVER argue with a Member

Prioritizing Your Duties

In the dining room and bar, Member satisfaction is measured by the quali- ty of the service. The server plays a big role in ensuring Member satisfac- tion is achieved. The server has a lot of jobs to do in the restaurant and all of them are important. The following is a prioritized list of your duties to help you understand what is expected of you while working your shift. 1. Any request from a Member is your # 1 priority. 2. Manager Request - Sometimes unexpected things happen and a Manager may ask for your help. These requests take “ priority ” over other duties 3. Greeting and serving Members - The primary responsibility of the server is to provide our Members with the finest food and beverage, accompanied by friendly, attentive, and gracious service 4. Answering the Telephone - Servers are responsible for answering the telephone before the third ring. 5. Assist other employees - Teamwork includes assisting all the Mem- bers, not just the ones sitting in your station, and assisting fellow employ- ees if they need help. 6. Floor Maintenance and Awareness - All employees are expected to maintain the clean physical image of our restaurant before, during and af- ter your shift. Always pick up debris that you see on the floor. Spills must be cleaned up immediately. Be sure to mark any spills, so that no one gets hurt. Make your supervisor aware of any unusual situations! 7. Always know where the fire extinguisher and fire e xits are located.

NOTES

MEMBER RECOGNITION & PREFERENCES

OVERVIEW

Although many pieces of furniture, fixtures, golf courses and dining facilities are common among Gated Communities and Country Clubs, Frenchman’s Creek has chosen to distinguish itself from competitors by focusing on an intensive Member Recognition and Preference Program that is distributed to all staff no matter what department they are working in.

MEMBER RECOGNITION

At first the task of remembering 600 Frenchman’s Creek member names sseems overwhelming at first. Just remember all your associates felt the same way when they first started. Here are some guyidelines that have helped others in the past. Repeat, Repeat, Repeat. The most surefire strategy is to repeat the person’s name–both in your head, and out loud–as soon as possible after you’ve been introduced. Occasionally use the person’s name in conversation. “Pleasure to meet you, Bob,” or “Bob, so good to see you.” Don’t overdo it, of course, but don’t worry that Bob will recoil, either. He’d rather you remember his name than not. Find The Trigger. Try to associate names with things people tell you about themselves (careers, hobbies) that will trigger the sound or association of the name in your mind. Fred likes to fish, Margarita runs a bar–you get the idea. “You have to search in the moment for something familiar. It’s a simple trick, but it just sticks.” Word Play. Let the words do the work for you. Mnemonic devices (Dale works in sales) work nicely, as does alliteration (Joann from Jersey). Speak Up. Embarrassing as it seems, don’t be afraid to ask someone to repeat his or her name. Start out with a compliment, such as “I’ve had so much fun talking with you, and I’ve completely forgotten your name.” If you realize you’ve blanked on a name a few seconds after introduction, just say: “I’m sorry, I missed your name.” Continually practice and saying the few members you know over and over. You’ll be surprised at how fast you will increase your circle of names. During down time in the dining room play games with co- workers to see who can name as many members sitting in the dining room. If you get stumped with a name, ask a co-worker. Chances are that he/she will know several members you are not familiar with and you can help each other. Don’t be afraid of making a mistake. What’s the worst that can happen? The member will correct you and you’ll laugh it off together.

MEMBER PREFERENCES

In our everyday encounters with members, we all learn and pick up on expressed and unexpressed preferences from them. You can associate a member’s name with their preference if you know it. All departments interact with preferences even though you might not immediately link the connection. For instance, the Valets learn quickly which members prefer their cars parked on the circle, Omelet Station cooks learn the standard ingredients certain members like, Golf Caddies learn how to adapt to certain member likes-dislikes, and of course F&B staff learn what members like to drink, eat and where they prefer to sit. We have compiled this information over the years by asking for “Preference Bounty” cards to filled out by new incoming trainees like yourselves. Each manager will provide you with these cards and as you learn or discover preferences, we ask that you write them down so we may continue to add them to our data base. To encourage you participation we will pay 50 cents for each one submitted. Simply turn them in to your manage and he/she will keep track of them and then payout all those received in cash.

TOOLS & RESOURCES TO HELP YOU

 During Line Ups the Captains will note preferences as you review the Reservation Sheet.Be prepared to participate and vocalize the ones you know.  Member Picture booklets are kept in restaurant podiums and at POS Terminals to helpyou identify members and to learn their preferences.  The Frenchman’s Creek intranet archives can be accessed by individuals so you can see where the HR Line Up information comes from.  We are currently trying to upload preferences into the POS Jonas system that can help remind you.

Attached you will find several samples of the MEMBER PREFERENCES that can be found on the intranet.

POOLSIDE CAFÉ

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Pool Cafe Service Procedures: Opening Duties: 1. Swimming Pool Deck and Tiki Bar:

• Ensure all lounge chair covers are removed, placed in a cart and stored behind the lap pool. All lounge chairs must have a clean and rolled towel chair cover, with the Frenchman’s Creek logo on. • Open all the umbrellas around the pool and café area and check that all are working correctly. • Check that the chess board and 5-across games are correctly set out and look neat and tidy. • Ensure that in the morning there are towels and the refrigerator is fully stocked with water for the water aerobics classes in the morning. • Set up the classes with noodles, water dumbbells, extra towels and water bicycles. 2. Snacks bar for Golf Players : • Once arrived to café, Place the snacks for the golf players on the window towards the Golf course. • Snacks includes :Assorted Chips, bananas, peanut butter , peanut butter crackers , celebration mix , selection of nuts with paper napkins , Disposable utensils & containers . • Soda machines are neat, clean and check syrup of sodas, pressure of Carbon-Di-Oxide gas. • Put enough apples in the water fridge in the basket provided, Stock the water bottles followed by FIFO principle. 3. Tables and Side Stations • The table and chair covers must be removed and stored behind the lap pool in a laundry cart. • The tables must be cleaned using a rag and sanitizer.

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• Place the place mats on the table along with a roll up on it – The roll up should consist of one knife and one fork rolled in a napkin. • The condiment basket should be placed in the center – The condiment basket should contain a squeeze bottle of ketchup and mustard, a salt and pepper shaker, a sugar caddy and the laminated table number. The sugar caddy from right to left should contain: o 5 Sweet and Low o 5 Equal o 5 Splenda o 5 Truvia o 5 Frenchman’s Creek Regular Sugar o 5 Brown Sugar • The condiment basket should be checked that all items are full and clean. • Ensure all the chairs are in the correct position and that the chair covers are all clean. • Ensure in the side station, below the beverage area that there are enough roll ups for service and extra placemats, along with additional Styrofoam cups and lids for the soda fountain. • On the café counter, there should be clean and wiped menus and check folders. There should also be a tea and sugar basket, along with cookie plates (assorted cookie plate, biscotti and sugar-free cookies). • Clean the Coffee machines appropriate way filled with coffee, Chocolate & Milk. • Using the large beverage dispenser make 1 of each: • 1 Iced Tea • 1 Raspberry Iced Tea • 1 Crystal Light ( Lemonade) • 1 Arnold Palmer (half iced tea and half crystal light)

4. Beverage Stations

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• 1 Iced Coffee (using the coffee machine inside and only make decaf coffee) • Cut one quart of lemons and one pint of limes and place on the counter for service. • Ensure the coffee and cappuccino machines are clean and there is enough milk, chocolate and coffee in the machine. Check that there are enough clean mugs, creamers and spoons for service. • Check that the smoothie machine is full with the smoothie of the day. Use one part tropics syrup with 2 parts water (1:2). Ensure that there are sufficient supplies of Styrofoam cups, lids and straws next to the machine. • Ensure the refrigerator is fully stocked with milk, sodas and juice and the liquor cabinet is also fully stocked. • Prepare cocktail trays ready for service with doilies as needed. 5. Kitchen & Grill Area • Every day in the Pool Side Café kitchen, all the food items need to be checked if they are fresh and the FIFO principle of food storage followed. • All the salad and cold food items should be collected from Garde manger (cold kitchen) and the hot food (chicken and salmon) should be collected from the 19 th hole kitchen. • Kitchen Knives & Utensils need to be keep clean and ready for service , Kitchen rags also arrange next to grill an appropriately . • The Pool Side Café kitchen should be checked for stock of any food items such as French fries, hotdogs, bread, fruit etc. and collected from the appropriate storage area. • The dressings, fruit and coleslaw need to be prepared in soufflé cups and placed in the refrigerator for service. • Every morning thin slices of cantaloupe, watermelon put in the big bowl provided and a plate of cucumber & lemon for the fitness center Infusion water.

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6. Dishwashing Area:

• The dishwasher should be switched on and the sinks filled with left to right hot soapy water, hot clean water and sanitizer ready to be used during service. • Temperature monitoring: Every day maintain the Daily temperature logbook provided with Paper Thermometer.

During Service: 1. Swimming Pool Deck and Tiki Bar

• During the service operations for the day dirty towels must be collected and placed in the laundry cart as well as refolding and replaced dirty towel chair covers on the lounge chairs. • Any garbage should be picked up and thrown in the trash bins. • Members should be assisted throughout the day with any needs they may have. • The bathroom and showers should be checked to ensure all towels are picked up and everything is in good condition. Should there be any complications, speak to someone in housekeeping or the required department. 2. Tables and Side Stations • Ensure that the members and guests’ needs are attended to and that the correct sequence of service is followed throughout lunch service. • Tables should be wiped clean after the every time members leave and reset accordingly. • The side station should be kept organized, neat and clean throughout service. 3. Beverage Stations • Should any beverages run out during service, they should be replenished. 4. Kitchen and Dishwashing Area

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• During service all the food is prepared according to the Pool Side Café menu in the kitchen. • The dishwashing area needs to be kept clean at all times. The dishes should be rinsed and washed in the dishwasher, allowed to air dry and then stored in the appropriate storage area. • The bins in both the kitchen and dishwasher area need to be check and replaced when full. • Remove all the dirty towels, place in the laundry cart and take to housekeeping. • Take the trash bags out wherever necessary around the pool and replace with clean trash bags. Use a golf cart to bring all the trash to the loading dock dumpster. • Close all the umbrellas and again ensure they are all working correctly. Arrange all the lounge chairs and furniture neatly. • Replace any dirty towel chair covers and fold them all neatly. All the lounge chairs must be covered with the chair covers, to keep them protected overnight. • Check that the water storage area is filled with bottled water; otherwise fetch more water from golf course maintenance. 2. Tables and Side Stations • Clean the tables and placemats using the rags and sanitizers and break down the tables by removing the placemats, roll ups and condiment baskets and storing them on the assigned cart. • The menus and check folders should be cleaned and stored inside the Poolside Café. • The side stations should be cleaned, the Styrofoam cups and lids are refilled and more roll ups should be prepared and stored in the side station. • The tables and chairs should be covered with the covers to protect them. Closing Duties: 1. Swimming Pool Deck and Tiki Bar

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3. Beverage Stations • The beverage dispensers must be removed from the side station and stored accordingly in the refrigerator or discarded. • Cover or wrap the lemons and limes and store in the refrigerator.

• Ensure that the coffee and cappuccino are clean. • Neatly pack and organize the beverage refrigerator. • Refill the water fridges with cases of water.

4. Kitchen and Dishwashing Area • All the food items need to be thrown out if they are old or wrapped and stored neatly in the refrigerators. • Prepare the food requisition form to be sent to the cold kitchen at 3 pm for the next day’s Operation. • All the surface areas and stove top need to be cleaned and switched off. • All the dishes need to be cleaned in the dishwasher and stored correctly. • Sinks should be cleaned and the dishwasher needs to be drained and switched off once everything is clean. 5. General Closing: • Polish and make extra roll-ups for the next day operation. • Remove the Snacks bar from the Golfers window, refill and store them. • Cleanup and put away the Check books and Lunch menus. • Collect the garbage in the cafe and throw away at the loading dock dumpster. • Collect the Dirty kitchen rags and dirty napkins and put them in the laundry. • Input all the checks for the day and close the “End of shift Report”, Combine all the checks in ascending order. • Complete the Report and send it to the respective managers.

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NOTES

19 th Hole

1

INTRODUCTION Welcome to the 19 th Hole. A standard round of golf has only eighteen holes, so golfers will say they are at the “Nineteenth Hole”, meaning they are enjoying a drink after the game. Frenchman’s creek offers an All-Day-dining restaurant that is called the 19 th Hole. We serve Complimentary American Breakfast with Choice of egg Preparation, selection of pancakes, waffles and choice of cereals. Moreover, we offer freshly squeezed fruit juices and smoothies. Lunch is a quick service at the 19th Hole, offering varieties of salad and dressings, live station offers the possibility of being action station with live Chefs and appropriate cooking gear at each area, food can supply all of the décor items to make member satisfaction, our member will love the ability to special order and open conversation with chefs. Dinner menu designed with seasonally organized for different Themes, in reference to a menu ordered separately .it offers various seafood, oriental, and Italian to make of comfortable with member. Special events festival seasons are celebrated in all seasons. Opening Hours • Breakfast 7:00 am - 11:00 am • Lunch 11:30 am - 2:30 pm • Dinner 5:30 am - 8:30 pm BREAKFAST (7:00 A.M. - 11:00 A.M.) Breakfast in the 19th Hole starts at 7:00 am, however set up has to be done before hence the earliest shift is at 5:30 am.

Breakfast Menu

• Complimentary Items includes:  Bagels and Bread  Cottage Cheese and Yogurt  Oatmeal (Regular and Irish) and Cereals  Donuts, Pastries and Fruits  Gluten Free Cereals, Pastries and Bread

• Ala Carte Menu:

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 Eggs (Omelet, Sunny Side, Scrambled, Poached, Easy Over)  Bacon, Sausage  Waffles  Pancakes  French Toasts  Juices  Berries

Breakfast Set Up • Oatmeal must be placed in the soup Bain Marie and make sure the Bain Marie is turned on, next to the regular scrambled eggs and egg whites. • Brew the coffee in the coffee brewer in the 19th Hole (One next to the bar and the other next to the kitchen door), both, the decaf and regular coffee should be brewed and be always ensured that the coffee is not empty until the end of lunch service. • Put bowls, saucers and spoons beside the oatmeal. Make sure there are sufficient 7" plates as well. • Make sure all appropriate condiments for oatmeal are set up, this includes brown sugar, cinnamon, raisins (golden and regular), milk (regular, skim and half & half), basket with assorted sugar and spoons. • The different kinds of bagels should be cut  Pumpernickel

 Poppy seed  Plain bagel  Sesame seed  Rye  Multigrain

 Raisin  Onion  Whole wheat  Homemade Bialy (Bagel without a hole in the middle)

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 Flagel’s (Flat bagels) • Make sure the trays for the bread shelf is filled with the different types of bread (white, rye, multigrain, Ezekiel, 40 calorie) and English muffins (regular & whole wheat). • B&B knives and dessert forks should be set near the bread station. • Line up the different kinds of cereals (special k, cheerios, muesli, corn flakes, bran, shredded wheat & granola) for the cereal station. • Pitchers of milk (skim, regular and half half), a carton of Lactaid (Lactose free milk) and a carton of skim plus should be placed on the freezing table, spoons and basket of assorted sugars should be placed near the cereals. • Butter, margarine, cream cheeses, yogurt, cottage cheese should be placed on the freezing table while assorted jams and jellies to be set up near the cereal station. • Ensure that the three different kinds of dried fruits (cranberry, golden raisin and regular raisin) is set up in front of the cottage cheese. • Make sure toaster is turned on. • Ensure a sufficient supply of Styrofoam cups (8oz & 16oz), cup lids, stirrers and paper napkins.  Place all the milk (apart from the one nearest to the bar), the cream cheese, yogurt, cottage cheese, dried fruits onto another trolley and take them back to the back-office area, refill them and put back to the fridge or onto the breakfast shelf.  Put back the cereals and fruit jams back to the cupboards underneath the cereal station.  Change the oatmeal to the soups for lunch.  Make sure all milk, cereals, butter, cream cheeses, cottage cheese and bread are restocked (check breakfast fridge) as part of mise en place for the following day's breakfast. Breaking down Breakfast  Put all the pastries on trolley to be taken to the staff cafeteria.

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Bagel Slicer Machine

Operating Instructions:

• Turn the power switch on. • Place the bagel in the top of the chute to the left side as you face the opening and let it slide. • The sliced bagel exits at the bottom of the chute.

Cleaning Instructions: 1. Remove the top guard by removing small black knobs. 2. Remove the screws securing the blade and carefully remove the blade. 3. Replace the blade and tighten the three screws to secure the blade. IMPORTANT: Make sure that the points on the teeth are pointing in opposite direction of

rotation of the blade, which is clockwise when looking at the shaft end of the motor.

4. Replace the Top Guard, replace and tighten the three small black knobs.

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WARNING: TURN THE MACHINE OFF AND DISCONNECT THE POWER SUPPLY BEFORE PERFORMING ANY TYPE OF SERVICING, CLEANING, MAINTENANCE OR INSPECTIONS. MEETING ROOMS AND ART ROOM It is part of the breakfast team's responsibility to set up meeting rooms and art room whenever room is scheduled for meeting.

Meeting Rooms/Salons

There are four meeting rooms that are located just near the 19th Hole, meeting rooms are also known as Salons. Salon 1 is called the Board Room.

Meeting rooms have to be kept in clean and tiptop conditions at all times. In each salon, supplies like pens and note pads are kept in cupboard to facilitate the refreshing and setting up process. In each room, the item we must have includes: • Doilies and Artichokes • Pens and Note Pads • Paper Calendars • Assorted Tea and Sugars • Cocktail Napkins, Straws, Stirrers and Teaspoons • Styrofoam Cups and Lids • Water Glasses, Coffee Mugs and Vero Water Bottles (Still & Sparkling) Art Room The art room is located in the Sales Office on Tournament Drive. In this room, painting classes are conducted for the members.

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Flow Chart of Meeting Rooms

10 Days Meeting Schedule with Assignments

Close the door when meeting participants have arrived

Receive Meeting BEO

When Meeting is finished, Remove Dirty China, Glasses, Napkins & Trash

Check Individual Meeting Requirements E.g.: Technology, Meals etc

After Host of Meeting arrives, ensure all is set or if additions are requested; Explain Phone Use or how to get in touch when something is

Remove Ice Bowl, Hot Water Flask, Milk Jugs and Cookies (if any). Refill the Vero Water Bottles

Ensure the Room is Clean & Fresh before the Meeting

Before Meeting, Make Sure Room Temperature is comfortable. Set Thermostat to 72F

Meeting RoomAttendant Greeting Members & Guests and Directing them to Meeting Location

Replace missing Equipment according to Par List

Set up Refreshments Standard Coffee Break or according to BEO

Remove & Replace Stained Calendars & Pads

Check Signs & Meeting Directory for proper Signage

Replace FMC Pens where missing

Check set up according to Check List All requirements fulfilled as noted on BEO All Utensils in place and

Test Equipments for proper functionality

Ready/Prepare for the next meeting's Check list & make sure meetings signs have been changed

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Set up Meeting Rooms 1. Set up meeting room with a hot water thermos. 2. Prepare the coffee creamers (Regular, Half & Half and Skim Milk). 3. Ice Bowl with the ice ladle on top of an artichoke napkin.

4. Prepare cookie platter depending on the request. Sometimes meetings might also include lunch, therefore lunch set up will also have to be prepared accordingly (Rollups, Salt & Pepper, and Sugar Caddies). 5. Turn on the coffee mug heater. 6. Make sure there are sufficient water glasses, mugs, styrofoam cups and that the Vero Water Bottles are filled. 7. Check again if the set up in the meeting room is appropriate and complete.

Breaking Down Meeting Rooms 1. Put on the trolley the hot water thermos, ice bowl, cookies, creamer jugs and any dirty glasses, china etc. 2. Check for notepads that have notes on them, remove the page with writings. Also take off calendar papers that are dirty or folded on the edges. 3. Make sure that the set up on the table is complete and appropriate (calendar paper, note pad & pen). 4. Put back clean artichokes/doilies for the refreshment’s preparation as well as refill the sugars, coffee capsules, teas and straws. 5. Empty the garbage bin and make sure clean liner (trash bag) is present. 6. Check that Vero Water Bottles are filled, if not fill it up and bring it back after. 7. Before leaving the meeting room, conduct a last-minute check to make sure everything is clean and ready for the next meeting at all times.

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CARD ROOM SET UP (11 A.M. - 4 P.M.) In Frenchman's Creek, there are two card rooms, Ladies' and the Men's. The purpose of these card rooms is pure recreational for Members to socialize with other Members. Card Rooms are open for Members starting from 11 A.M. until 4 P.M. It is facilitated with coffee station and snacks for the convenience of our Members.

The responsibility of setting up the card room lies on the Breakfast Staff, he/she needs to have:

Ladies': • Place three silver creamer jugs near the coffee with regular, skim milk and half & half. • Set up pitchers of Ice Tea, Crystal Light Lemonade and Water (one of each). • Get a Silver Ice Bowl with ice and ice spoon. • Set up the snack bar with Cheese Platter and crackers, Vegetable Crudités, Fruit Platter and Cookies (Regular, Sugar Free and Weight Watchers).

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Men's:

• Set up hot water thermos. • Place three silver creamer jugs on the table with regular, skim milk and half & half. • Get a Silver Ice Bowl with ice and ice spoon. • Set up the Snack bar including Fruit Platter and Cookies (Regular, Sugar Free, Biscotti). Note regarding the set up: 1. Ensure that all the snacks have appropriate serving utensils example tongs and spoons. 2. Remember to put artichokes under the complimentary items or doilies under the creamer jugs. 3. Ensure that both card rooms have sufficient 7" plates, teaspoons and dessert forks. Teaspoons and dessert forks should be placed in cutlery pockets. 4. Ensure that both card rooms have assorted sugars. 5. Ensure that both card rooms have a tea box with the variety of tea selections. 6. Ensure that both card rooms have styrofoam cups, both big and small, as well as coffee mugs, water glasses and cocktail napkins. 7. Both card rooms should have a trash basket next to the sugars. 8. Both card rooms have a small fridge for water bottles and the person in charge

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must fill it up before 11 o'clock. 9. Vero Water Bottles to be constantly checked and to be filled.

Breaking Down the Card Rooms • Put tables and chairs back into their proper place, put pillows back into the cupboard. • Remove the complimentary items (Fruit platter, Cookies, Crudités, and Cheese Platter) except chocolate covered raisins, peanuts and trail mix. • Arrange the deck of cards and the score cards (the one the in the red box) and put it away nicely on the side tables. • Empty all the trash bins and make sure you line the bins with clean trash bags. • Wipe down the counters where the complimentary items were. • Replace dirty doilies or artichokes. • Turn off all the lights.

LUNCH (11:30 A.M. - 2:30 P.M.)

As mentioned earlier, the 19th Hole is an outlet that offers members a quick service. During Season time, the seat turnover in the restaurant is more than twice as compared to other outlets. Members tend to want to have their lunch as fast as possible before they continue with their other activities. For lunch, we provide them with Salad and Soup Bar, Carving Station, Daily Specials Menu, 19th Hole Classics Menu and Fruit and Cookie Stations. Table Set Up The table set up for lunch is more casual as compared to other outlets, every table should have: • Centerpiece and pencil holder.

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• Salt and Pepper Shakes (Salt on the right and Pepper on the left, Remember PS: Perfect Service) and sugar caddies (Truvia on the Left and Sweet and Low on the right to be aligned with the Salt Shaker), both are put at 7 O’clock position from the entrance of 19th Hole. • Place Mats with Roll ups (Fork and Knife), Roll ups should be at 11 O’clock position on the place mats.

Before lunch is started, ensure that chairs are crumbed and wiped. Cleanliness is Frenchman's Creek Standard #9. Sugar Caddies holds 6 different kinds of sugars, which are: • Truvia • White Sugar • Equal • Splenda

• Sweet & Low • Brown Sugar

Breaking Down Lunch 1. Make sure to remove the pencil holders, place mats and roll ups from the room back to where they belong. 2. Relocate the fruit baskets from the buffet to the back office and replenish the

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baskets, 3. Remove the Chips and Crackle Breads Baskets to the back office.

4. Remove the Bread Trays from the Bread Shelf and replenish the bread, REMEMBER: FIRST IN FIRST OUT (FIFO), Cling wrap the trays and put them back in the breakfast fridge. 5. Throw away the bagels from the back area. 6. Remove beverages from the center side station and restock the beverages and cut more lemons & limes for the beverage areas to prepare for dinner service. 7. Bring a laundry cart of dinner table cloths and dinner napkins. 8. Make Resets for Dinner service (Resets include: 1 B&B Knife, 1 Salad, 1 Dinner and 1 Dessert Fork, 1 Salad Knife, 1 Dessert and 1 Tea Spoon) 9. Refill the Ice Cambros in the beverage stations. 10. Set the room for dinner. 11. Turn off the toaster and put in the back office.

BUFFET SET UP For lunch, 19 th hole offers our members with a salad bar, soup and carving station and cookies and fruit stations.

Lunch Salad Bar There is a huge selection of salads and dressings available. It is mainly self service. We have four different kinds of leafs on the salad bar, spinach, mix greens, iceberg lettuce, and romaine lettuce. We also have four different kinds of salads that are tuna, egg, chicken and salmon. All of this comes with five different dressings that are Caesar, Ranch, Balsamic, Blue cheese, and Russian/ Thousand Island dressing. At the same time, the salad bar also offers a huge variety of options for your salad for example mushrooms, tomatoes, carrots, broccoli, beets etc. The two cold soups we have on the salad bar include Gazpacho and Beet Borscht.

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The set up for the Lunch Salad Bar • Fill and remake the ice in the salad bar. • Take the salad from the cold kitchen (Garde Manger). • Set the salads in the salad bar; don’t forget to put the appropriate serving utensils. • Put the salad tags in the salad bar. • Put the condiments in the buffet area. • Put the soups on the buffet; put the tags, ladles and spoons. • Prepare the mash potatoes and gravy next to the carving station in the chafing dish. • Put the lunch specials on the buffet and put the tags.

Soup and Carving Stations

Daily, we offer six different kinds of soups. Two of them are changed daily and the others are constantly the same which is the Chicken soup, Gazpacho and Beet Borsch. We also have a Weight Watchers Vegetable Soup from the kitchen that the members could order. Soup is the best seller lunch dish in the 19 th Hole. The two soups that differ everyday have a schedule and this doesn’t change. The soups are: • Monday- Shrimp Gumbo and Southwestern Style Corn Chowder • Tuesday- Harvest Pumpkin and Squash Soup and Mushroom Beef Barley • Wednesday- Split Pea and Turkey Gumbo

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