1. SEQUENCE OF SERVICE A LA CARTE

3. What is the first thing we as individuals should do before we start our shift ? Look at our individual presentation and ensure we comply with the Grooming standards of Jaz Hotels & Resorts.

4. 1. Grooming Nametag Uniform Shoes Socks or hosiery GENERAL HYGIENE Over-all cleanliness including oral hygiene. Clean hands, nails trimmed

5. Hair is tied back using hair accessory issued by the Hotel if hair is on or below shoulder length. Decent hair style for all lengths of hair Make-up is simple and natural looking. Jewelry -stud earrings at the bottom of earlobe; only one per ear -decent watch either in gold, silver or leather -only one ring is worn, no thumb or pinky ring, simple design -necklace should be worn underneath the uniform blouse / shirt -Single bracelet/anklet -Clean shoes, in good condition, preferably non-skid type of shoes Grooming - FEMALE GROOMING STANDARDS

6. Hair is no shorter than a #2 clip, above shirt collar, conservative style Sideburns is no longer than halfway the earlobe Mustache is well maintained, no goatees, beard, grow-in look Jewelry -no earrings -conventional watch either in gold, silver or leather -only one ring is worn, no thumb or pinky ring, conservative design -necklace should be worn underneath the uniform shirt Clean shoes, in good condition, preferably non-skid type of shoes Undershirts must not be visible. Use V necks or singlet, plain white shirt. Grooming - MALE GROOMING STANDARDS

7. SMILE

8. 2. Welcome Guest Acknowledge immediately. Team member greeting friendly Hostess should be genuine in caring for guest English “ Good ---------- welcome to ----------, -- for lunch dinner, breakfast ? Do not ask if the guest has a reservation if you do not have any on your book If you have reservation ask for the guest name and not the room number Now you have the guest name – use it (enter it in your reservation book) Always smile and use customer’s name ALL TIMES

9. 3. Seat Guest at table Informed of wait to be seated within 2 minutes Customer should be escorted to the table. Customer should only be seated at a table that is completely set Assist customer in pulling out the chair Food and Beverage menus should be handed together to the guests and explained. Advise that you waiter will be along shortly to explain the daily specials Inform your guests of the server’s name. Always smile and use customer’s name ALL TIMES

10. 4. Team member introduction Team member should introduce him/her self? “ Good ------------Mr./Ms. ---- my name is --------- and I will be your waiter for this _______. Team member made eye contact. Always smile and use customer’s name ALL TIMES

11. 5. Clearing or adding extra utensils Clear or add more Plates, Glasses Silverware, chair and napkin ( depending on the number of customers occupying the table).

12. 6. Explain Menu Team member explain the menu and offer specials of the day 1 Food, suggestive sell specials of the day or buffet items 1 Beverage, suggestively sell wine/beverages? ( wine of the month, cocktail of the day, etc) Always smile and use customer’s name ALL TIMES

13. 7. Take Beverage Order Team member must be knowledgeable of menu. Listen attentively to the customer’s request. If you are unsure ask the guest to repeat again. Repeat Order to customer Drinks rung immediately Always smile and use customer’s name ALL TIMES

14. 8. Serve Beverages Drinks served within 3 minutes or sooner if possible. No intoxicated customers to served, if you believe they are intoxicated, please advise your immediate Supervisor or Manager Beverage presentation should always be presentable, Fresh garnish clean glass. Drinks served ( provide coaster if there is no table cloth) Always smile and use customer’s name ALL TIMES

15. 9. Take Food Order Listen attentively to the customer’s request. If you are unsure ask the guest to repeat again ( starting from oldest woman ending with the host ). Repeat Order to customer Food order rung immediately before being served Waiter must be knowledgeable of menu Always smile and use customer’s name ALL TIMES

16. 10. Serve Amuse Bouche Team member serves amuse-bouche to all guests. Give a brief explanation of it and have an option for allergic customers Team member wishes customer “Enjoy your appetizer” Always smile and use customer’s name ALL TIMES

17. 11. Cleared Amuse Bouche Team member checks first if all customers have finished Team member ask customer if they enjoyed Clear Amuse-Bouche using a round tray or hands ( usually are small portioned plates) Adjust cutlery on the table for entire menu up to main course. Waiter excuses himself when leaving the table. Always smile and use customer’s name ALL TIMES

18. 12. Serve Appetizer Cutlery must be placed prior to the appetizer being placed. Appetizer food / Salads served within 10 minutes of order taken. Always serve from the right where possible Always serve ladies first ( starting from the oldest one ) Always serve the host last Check all guests have received their correct orders and condiments Wish the guests “ Please enjoy your meals” Always smile and use customer’s name ALL TIMES

19. 13. Check your guests Team member checks back within 3 minutes? Attempt to establish rapport with your customers by checking that everything is to their satisfaction. Check Drinks Level – (if less than ½ glass offer another glass ) Check the bread, offer more “ Would you care for some more ……..?’ Always smile and use customer’s name ALL TIMES

21. 14.Table cleared Team member checks all customers have ALL finished Clear appetizer plates, empty aperitif glasses anything that is not being used for future courses Team member checks that cutlery for entrée are clean and on the table. Refill glasses water, wine, ask customer if they would like some extra bread Always smile and use customer’s name ALL TIMES

22. 15. Serve Entrée Cutlery must be placed prior to the entree being placed. Entree food served within 10 minutes of completion of previous course or on customer advice. Always serve from the right where possible. Always serve ladies first ( starting from the oldest one ). Always serve the host last. Check all guests have received their correct orders and condiments. Change Ashtray if necessary. Wish the guests “ Please enjoy your meals” Always smile and use customer’s name ALL TIMES

23. 16. Check your guests Waiter checks back within 3 minutes Attempt to establish rapport with your customers by checking that everything is to their satisfaction. Check Drinks Level – (if less than ½ glass offer another glass ) Check the bread, offer more “ Would you care for some more ……..?’ Change Ashtray if necessary Always smile and use customer’s name ALL TIMES

24. 17.Table cleared Waiter checks all customers have finished Clear entree plates, B&B plates and knife Do not clear wine glasses until the dessert is not served ( many customer likes to drink wine with or after the dessert) if glass empty ask customer permission to clear it or refill Waiter do not overload plates ( max 3 to 4 plates at a time ) Clear petit ménage ( salt, pepper, sauces) Crumb the table down ( always used of phraseology “Excuse me sir or madam” ) Always smile and use customer’s name ALL TIMES

25. 18.Present Dessert Menus Present dessert menu to all customers and give a brief explanation Offer specials of the day Waiter will inform customer order will be taken in a moment ( do not give specific time ) Inform guests if long preparation time is needed Always smile and use customer’s name ALL TIMES

26. 19. Taking Dessert Order Listen attentively to the customer’s request. If you are unsure ask the guest to repeat again. Repeat Order to customer Server must be knowledgeable of menu Server must inform guest of dessert specials or specialty buffet items Suggestively sell desserts Desserts rung immediately before being served Always smile and use customer’s name ALL TIMES If guests declines desserts order proceed to step 18

27. 20. Serve Desserts “Only place desserts on table if appropriate cutlery is there” Dessert must be served within 10 minutes of completion order. Always serve from the right where possible. Always serve ladies first. Always serve the host last. Check all guests have received their correct orders. Change Ashtray if necessary. Wish the guests “ Please enjoy your desserts” Always smile and use customer’s name ALL TIMES

28. 21. Take Coffee Order Sell after dinner drinks - coffee, tea? “Can I offer you Coffee, Tea, Hot Chocolate” Offer selection of Loose Leaf Teas Offer selection of Coffees, Late, American, etc Listen attentively to the customer’s request. If you are unsure ask the guest to repeat again. Up-sell Liqueur or Specialty Coffee of the month Repeat the order to the guests Always smile and use customer’s name ALL TIMES

29. 22. Serve Coffee / Tea Coffee served within 5 minutes Served as per Jaz Hotels & Resorts Always smile and use customer’s name ALL TIMES

30. 23.Check your guests Server checks back within 3 minutes Check with customers that everything is to their satisfaction. Check Drinks Level – (if less than ½ glass offer another glass ) Ask if they require any more items “ Is there an else I may offer you to compliment your evening” Change Ashtray if necessary Always smile and use customer’s name ALL TIMES

31. 24. Check the guests bill Ensure the guest has been charged correctly - Are all charges rung for any of the additional items served? Ensure the guest has not been overcharged for anything Always smile and use customer’s name ALL TIMES

32. 25. Present the Bill All Bills should be presented to the customer not at the cashier desk unless otherwise specified by the host. Check must be presented within 3 minutes Check Bill Fold is clean and not stained. All bills should be presented with a Corporate Pen. After guest signature or used or credit card you know the name of the guests – SO, USE IT Always smile and use customer’s name ALL TIMES

33. 26. Farewell Guest If in location assist guest in pulling out the chair. Always Acknowledge anyone upon departure. Good --------- Thank you Mr. or M. ------for dining at ------ Have a nice day, evening, morning etc Always smile and use customer’s name ALL TIMES

34. 27. Table cleared Efficiently and quickly remove all Plates, Glasses and soiled linen within 3 minutes. Table re-set within 5 minutes of guest leaving.

35. 27. A la carte Golden Rules Ensure team member is knowledgeable about the food and beverage menu ( specials, items missing ) Team member inform the guest if some items are not available while we hand out the menus ( avoid customers disappointment) Team member always repeat the order to reconfirm Team member follows table protocol ( ladies first, old people, host) If kids dinning ensure they are served first ( ask parents to confirm ) Team member communicate each other to ensure service runs smoothly Team member always keep informed guest if food is being delayed ( don’t wait for customer to complain inform your supervisor ) Take the order with any existing system ( clock wise, numbered chairs, etc ) never ask customer what they are having Team member ensure that bread, butter, and beverages are constantly refilled ( don’t wait for customer to ask for it) Team member always ask for meat cooking method ( rare, medium, done,well done) Team member does clear tables just once at a time We never say “NO” to our customers, if not sure of the customer’s request, Team member should ask Supervisor Team member needs to satisfy every guest wish Always smile and use customer’s name

36. Thank You