Food and Beverage Training Manual

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 immediate 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 etiquette. Answer within three rings and with a “smile.” Eliminate call transfers when 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 any time. That means no Jeans, no Flip Flops and no shirt without collar.