1. SEQUENCE OF SERVICE BUFFET

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 ---------- Mr./Mrs. ….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 guest 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. Assist customer in pulling out the chair Customer should only be seated at a table that is completely set. Wine/Beverage Menu should be handed to the guest. Ask for room number – as of now you have the guest name – USE IT each time you address the customer  Advise that Team member will be along shortly to explain the buffet and wine/beverage menu  Inform your customer of the Team’s member name. Always smile and use customer’s name

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

11. 5. Clearing or adding utensils to the table Clear or add more Plates, Glasses Silverware, chair and napkin ( depending on the number of customers occupying the table ). Smile and use customer’s name ALL TIMES

12. 6. Explain Buffet and Wine/Beverage menu Team member offered give brief explanation about food and beverages about the buffet Food, explain guest where cold, hot and dessert stations as well as show live cooking location Beverage, explain the guest what drinks can be taken from the buffet and suggestively sell wine/beverages not included in the AI concept ( Try to up sell!!!!) Smile and use customer’s name ALL TIMES

13. 7. Take Beverage Order from Non AI Beverage menu Team member must be knowledgeable about wine/beverage menu as well as offer and availability Team member should ask the customer if they would like a cocktail or aperitif to start with ( try to up sell drinks not included in the AI concept). Listen attentively to the customer’s request. If you are unsure ask the guest to repeat again. Team member repeat order to customer Drinks rung immediately in the POS if needed 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 be 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 serve with coaster if there is not placed on place mat or if no table cloth Smile and use customer’s name ALL TIMES

15. 9. Buffet Food Knowledge Ensure that Team member has been briefed about food available at the buffet (containing nuts, cooking method, available sauces and dressings, theme of the night etc ) When Team member is not sure about something have to contact immediate supervisor to avoid guest disappointment Smile and use customer’s name ALL TIMES

16. 10. Check your guests Team member checks back within 3 minutes customer have taken food from the buffet. 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, only if guest have ordered beverage from the non AI package ) Smile and use customer’s name ALL TIMES

18. 11. Desserts Once you have recognized that the guests will start with dessert cutlery must be placed in it’s right position ( spoon on the right and fork on the left ) Always serve from the right where possible. Always proceed ladies first ( starting with the oldest ones). Always proceed host last. Check all guests have received their cutlery. Change Ashtray if necessary. Wish the guests “ Please enjoy your desserts” Smile and use customer’s name ALL TIMES

19. 12. Coffee Order Team member Advise customer that coffee and tea are available at the buffet free of charge or take order Present specialty coffees menu and describe some of them, advise customer there is an small extra charge for it Listen attentively to the customer’s request. If you are unsure ask the guest to repeat again. Up-sell Liqueur non included in the AI package Repeat the order to the guests Smile and use customer’s name ALL TIMES

20. 13. Serve Coffee / Tea Specialty Coffee or liquor ordered from the Non AI menu served within 5 minutes Served as per Jaz Hotels & Resorts Smile and use customer’s name ALL TIMES

21. 14.Check your guests Team member 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, up sell!!!!! ) Ask if they require any more items ( coffee, tooth picks etc) “ Is there anything else I can do for you” Change Ashtray if necessary Smile and use customer’s name ALL TIMES

22. 15. Table cleared Clear Plates, Glasses, Silverware, anything that is not being used. ( Water glass remains on the table until the customer leaves the restaurant ) Change Ashtray if necessary Smile and use customer’s name ALL TIMES

23. 16. Check the guests bill Ensure the guest has been charged correctly (if any extra) - Are all charges rung for any of the additional items served? Ensure the guest has not been overcharged for anything Smile and use customer’s name ALL TIMES

24. 17. 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 Folder is clean and not stained. All bills should be presented with a Corporate Pen. Smile and use guest name ALL TIMES

25. 18. Farewell Guest If in location assist guest in pulling out the chair. Always Acknowledge anyone upon departure. Good --------- Thank you Mr. ----for dining at --- --- Smile and use customer’s name ALL TIMES

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

27. 19. Buffet Golden Rules Check constantly that there is no empty plates or glasses on the table Cutlery is replaced by clean one every time we clear plates and cutlery Team member inform the guest if some items are not available while we hand out the beverage menu ( avoid customers disappointment) Team member always repeat the order to reconfirm Team member follows table protocol ( ladies first, old people, host 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

28. Thank You