F&B Playbook 2023

FOOD & BEVERAGE Playbook

T a b l e o f

VALUED ASSOCIATE, Dear

Welcome to the FiveStar Food and Beverage team. In recognizing that the associates of our organization are among our greatest assets, we have developed this training manual to ensure your success. This tool will provide you with the resources, information, and expectations necessary for you to become an expert. It is crucial to our success that you take the time to read, study, and retain the materials that are given to you in this manual. Upon the completion of this training you will have a clear understanding of what you may expect, and what we expect from you as a FiveStar lifestyles associate.

On behalf of the Associates and Leadership Team, let me welcome you to our service team. You should be proud to have been selected to work at the finest Country Clubs in Kansas City.

Our common purpose: We create loyal memberships by offering personalized services in a meticulously architected environment.

Our quality standards: Proactive, Consistency, Personalize, Safety

Your pledge, as a new associate, is to provide the finest personalized service and facilities to the membership, who will always enjoy a warm and relaxed, yet refined ambiance at their Club. We accomplish this by providing you with the resources and training to fulfill your responsibility as a service team member and associate here at FiveStar Lifestyles. Your job requires that you give your full cooperation to your supervisor and to all fellow associates. Working in harmony with all teams within FiveStar will create the results we seek in our common purpose.

Sincerely, Food and Beverage Executive FiveStar Lifestyles

HannahHuffman

HOW WE TRAIN

There are 5 steps in our training process:

The associate reviews and reads through all the provided materials with facilitator. 01

02 03

The training program has 9 validation processes. The associate demonstrates all the requirements for the position. The facilitator corrects any necessary deficiencies and has the associate demonstrate the task again. Both the associate and the facilitator will sign off on the contract and provide documents to leadership. For an associate to be considered competent and serve membership, they will have to pass three validations.

Leadership will observe associates in the workplace and create a snapshot of behavior-based performance for documentation.

A validation of daily and weekly work requirements will be completed by leadership. 04

05

Training is a live, evolving, never ending process. This process must be evaluated at each step, and improvements made constantly to parallel the fluid environment in which our team operates.

SERVER UNIFORM REQUIREMENTS

Your uniform and appearance are a direct reflection of the organization, leadership, and most importantly yourself. In most cases your appearance often provides the initial impression of service to the member

ACCESSORIES:

Rings should be limited to two rings per hand, with the exception of wedding band set. Necklaces may be worn, but must maintain the professional, simple, elegant dress code and may not be an excessive length.

Associate can have stud style earrings in each ear This is in accordance with health code

Nose, Lip, Eyebrow or Tongue rings – or any other body piercings that are visible in any way are not acceptable Placing a bandage over the pierced area is unacceptable

Tattoos are permitted as long as they are not vulgar or offensive This will be dependent on Leader approval

GROOMING:

Hair should be neat and clean

No unnatural, extreme hair colors or hairstyles are allowed

Hair that is below the shoulder length must be tied back and off the shoulders

Makeup should be natural and should not be excessive

Facial hair must be clean and groomed Back of house associates with facial hair will be required to wear a beard cover

Fingernails should be cleaned and trimmed; excessive lengths are not permitted. Fingernail polish is not permitted for back of house associates.

Use of deodorant is required. Heavy scents and fragrances are not acceptable.

MEN & WOMEN:

Black button-down, long sleeved, collared shirt (will be provided to you) Sleeves must have a crease down the middle and may not be rolled up or worn unbuttoned Shirts must always be tucked into the pants

A black apron will be provided to you (length depends on the dining area you are located in). Apron must be clean and wrinkle-free. Apron strings should be tied under the front and tucked in, not to be seen. Black dress slacks of poly/cotton blend material (no bell bottoms or 100% cotton pants). Pants such as chinos, leggings, cargo-style, stirrup, spandex, or pants with outside stitched “jeans pockets” are not acceptable. Shorts are not permitted, unless you are at the snack bar, on course, or beverage cart work areas.

All black, non-skid/slip resistant shoes – should be in good condition – without silver or gold eyelets. Flat or low-heeled shoes, (no more than an inch tall), with closed toes and heels are mandatory. Plain black socks/hosiery must be worn with shoes.

As a front-of-the-house associate, there are many things you can do to help yourself be successful in your position. Along with arriving on time, you will also need three (3) pens, a wine opener, and a name tag. Uniforms are subject to change depending on season or Leader specification

HOST UNIFORM REQUIREMENTS

Your uniform and appearance are a direct reflection of the organization, leadership, and most importantly yourself. In most cases your appearance often provides the initial impression of service to the member

ACCESSORIES:

Rings should be limited to two rings per hand, with the exception of wedding band set. Necklaces may be worn, but must maintain the professional, simple, elegant dress code and may not be an excessive length.

Associate can have stud style earrings in each ear This is in accordance with health code

Nose, Lip, Eyebrow or Tongue rings – or any other body piercings that are visible in any way are not acceptable Placing a bandage over the pierced area is unacceptable

Tattoos are permitted as long as they are not vulgar or offensive This will be dependent on Leader approval

GROOMING:

Hair should be neat and clean

No unnatural, extreme hair colors or hairstyles are allowed

Hair that is below the shoulder length must be tied back and off the shoulders

Makeup should be natural and should not be excessive

Facial hair must be clean and groomed Back of house associates with facial hair will be required to wear a beard cover

Fingernails should be cleaned and trimmed; excessive lengths are not permitted. Fingernail polish is not permitted for back of house associates.

Use of deodorant is required. Heavy scents and fragrances are not acceptable.

MEN & WOMEN:

Black button-down, long sleeved, collared shirt (will be provided to you) Sleeves must have a crease down the middle and may not be rolled up or worn unbuttoned Shirts must always be tucked into the pants

A black apron will be provided to you (length depends on the dining area you are located in). Apron must be clean and wrinkle-free. Apron strings should be tied under the front and tucked in, not to be seen. Black dress slacks of poly/cotton blend material (no bell bottoms or 100% cotton pants). Pants such as chinos, leggings, cargo-style, stirrup, spandex, or pants with outside stitched “jeans pockets” are not acceptable. Shorts are not permitted, unless you are at the snack bar, on course, or beverage cart work areas.

All black, non-skid/slip resistant shoes – should be in good condition – without silver or gold eyelets. Flat or low-heeled shoes, (no more than an inch tall), with closed toes and heels are mandatory. Plain black socks/hosiery must be worn with shoes.

As a front-of-the-house associate, there are many things you can do to help yourself be successful in your position. Along with arriving on time, you will also need three (3) pens, a wine opener, and a name tag. Uniforms are subject to change depending on season or Leader specification

COOK UNIFORM REQUIREMENTS

Your uniform and appearance are a direct reflection of the organization, leadership, and most importantly yourself. In most cases your appearance often provides the initial impression of service to the member

ACCESSORIES:

Rings should be limited to two rings per hand, with the exception of wedding band set.

Necklaces may be worn, but must maintain the professional, simple, elegant dress code and may not be an excessive length.

Associate can have stud style earrings in each ear This is in accordance with health code

Nose, Lip, Eyebrow or Tongue rings – or any other body piercings that are visible in any way are not acceptable Placing a bandage over the pierced area is unacceptable

Tattoos are permitted as long as they are not vulgar or offensive This will be dependent on Leader approval

GROOMING:

Hair should be neat and clean

No unnatural, extreme hair colors or hairstyles are allowed

Hair that is below the shoulder length must be tied back and off the shoulders

Makeup should be natural and should not be excessive

Facial hair must be clean and groomed Back of house associates with facial hair will be required to wear a beard cover

Fingernails should be cleaned and trimmed; excessive lengths are not permitted. Fingernail polish is not permitted for back of house associates.

Use of deodorant is required. Heavy scents and fragrances are not acceptable.

MEN & WOMEN:

Black or white kitchen jacket

Chef approved apron and pants

Black nonslip shoes.

Hair net or chef approved hat.

PART 1

TRAINING SAFTY & SANITATION

FOODBORN ILLNESS:

Foodborne illness is any illness resulting from the consumption of contaminated food The responsibility of leadership and staff to protect the public from food borne illness is fundamental

Throughout your training, you will receive information concerning proper temperatures of food storage and serving, as well as cleanliness standards, proper use of chemical cleaning, and disinfectant products It is always our #1 objective to operate our club at the highest level of sanitation and cleanliness for the benefit of our guests and associates

DANGERS IN THE KITCHEN

Major causes of foodborne illness.

Poor personal hygiene.

Associates with infectious illness.

Improper food handling and storage.

Unsafe food holding temperatures – food left in the danger zone of 40˚ - 140˚ for four hours of more

Unsafe reheating and cooling of foods

Unsanitary dishware, utensils and equipment

Cross contamination – the transfer of harmful micro-organisms from one food product to another

Improper chemical storage

PHYSICAL CONTAMINANTS:

In addition to foodborne illness physical contaminants may end up in food if we are not careful. There can be serious repercussions when physical contaminants are consumed. Here are some examples of such contaminants:

Metal shavings from cans, or cleaning devices

Glass Insects

Bandages

Product from food packaging

CHEMICAL CONTAMINANTS:

In addition to foodborne illness and physical contaminants we should protect against cleaning supplies and pesticides contaminating food. We should store all chemical products in an area away from food preparation.

PART 2

TRAINING SAFTY & SANITATION

PERSONAL ITEMS:

There are items that may be specific to you at work, such as drinks and food Drinks should have a lid and straw and should be stored in a leader approved area Food items must be stored in a separate area away from production products Other personal belongings such as bags, coats, shoes, umbrellas should also be stored away from operations to prevent cross contamination There are designated areas for these belongings, please be sure to ask your food and beverage leaders for the appropriate location of these items

SMOKING:

Smoking is permitted in approved areas, please see your food and beverage leaders to find out where these locations are.

EATING

There will always be times when we are required to try out products. In doing so we should use a single serve tasting device which should be discarded immediately afterwards. All meals should be eaten in the appropriate break areas. There should be no eating on the expo line, kitchen, dining or production areas. Chewing gum is not allowed in operations.

FIRST AID

There is a first aid kit located in our kitchen in the event that you have a cut, mild burn, or are in need of minor maintenance to injury. There should always be 2 layers between your cut and food or drink items. Place a band aid on the specific area and then a single use glove.

GLOVES

Gloves are meant to be single use only and MUST be changed immediately after your job function has changed. Gloves MUST be worn when handling ready to eat food.

FOOD THERMOMETER:

Always use a food thermometer when cooking potentially hazardous foods It is a requirement for our cooks to have these tools on them at all times to ensure food safety Make sure the thermometer is sanitized after each use and is calibrated daily See your food and beverage leaders for instructions on sanitation and calibration

PART 3

TRAINING SAFTY & SANITATION

PERSONAL HYGIENE:

Always wash your hands before starting work

Hair is covered and/or pulled back

Clothing is clean

WASH YOUR HANDS AFTER:

Using the restroom.

Touching money, raw food, your face, hair or skin. You cough, sneeze, or blow your nose.

Cleaning or taking out the garbage. Smoking.

PROPER HANDWASHING TECHNIQUE:

Use warm water.

Use soap to build up a good lather. Rinse and repeat.

Dry hands with a disposable towel or air dryer (NEVER use your apron as a hand towel).

PART 4

TRAINING SAFTY & SANITATION

DEFINITIONS & TERMINOLOGY:

FiveStar Lifestyles is committed to its number one priority, Safety It is crucial that we are experts in sanitation to ensure the Safety of our members, their guests, and our associates

CLEANERS

Cleaners are used in stable environments, they don’t eat away at equipment, and they are not harmful to operators when used to the manufacturer’s specifications

Associates should never substitute cleaners in place for another unless the intended use is the same.

Associates should always read the manufactures directions on each cleaner before implementing the solutions into use. This will ensure that the cleaners are being used properly and will not become harmful.

SANITIZER

Surfaces must be sanitized after they have been cleaned and rinsed. There are two (2) different kinds of sanitizers.

HEAT SANITATION

Water can serve as a sanitizer if the temperature is high enough Water must be a minimum of 180° F or 77° C The items or surfaces must be submerged for a minimum of 30 seconds

CHEMICAL SANITATION

Three (3) common chemical sanitizers are Chlorine, Iodine, and Quaternary ammonium compounds. Associates can rinse, wipe, or spray when applying chemical sanitizers.

CONCENTRATION

Chemical sanitizers are a mix of chemical sanitizer and water, the ratio between the two is one of the most important factors when using these products. To high of a concentration can make the chemical dangerous or unsafe, too little and sanitation doesn't take place. The guidelines for Micro Quat states that our range should be 150PPM-440PPM. Water should be changed every four (4) hours or when it becomes visibly soiled.

TEMPERATURE

Water in sanitizing solution needs to be approximately 75 °F

CONTACT TIME

Items should be submerged for a minimum of 30 seconds, contact time for other surfaces should be ten (10) minutes

PART 5

TRAINING SAFTY & SANITATION

WALK-IN COOLER:

The temperature in the walk-in cooler should be maintained at 36°-40°F at all times. Storing food at this temperature keeps bacteria organisms from growing in the food and prevents food from freezing

Be aware of the temperature in the walk-in cooler and other refrigerators Notify the leader immediately if any refrigerated storage area reaches a temperature of 40° F

STORING PRODUCTS IN THE WALK-IN COOLER:

Organizing the walk-in cooler the crucial. Place frequently used items near the door so they are easily accessible.

Always place raw products below cooked or ready-to-eat products

Fish and shellfish products are highly perishable. Store these items away from the door in the coldest areas of the walk-in.

Eggs and dairy products can absorb odors and flavors from other foods. These products should be stored in tightly sealed containers and away from foods with strong odors like fish, certain cheeses, cabbage and onions

FREEZER:

The temperature in the freezer should be maintained at 0° to -12°F.

All items in the freezer should be at least six (6) inches off the floor and the containers must stay sealed or the product will become freezer burned

Once an item has thawed, even partially, it should NOT BE REFROZEN. Only remove products from the freezer that will be used promptly.

Do not pack boxes and containers in the freezer too tightly together. Leave enough space so that cold air can circulate freely Packages packed too tightly in the freezer can cause the contents to defrost

STOREROOM (DRY STORAGE):

Keep the storeroom always organized and clean of debris.

Keep all food products at least six (6) inches from the floor.

Keep all chemicals on a bottom shelf separate from all other products

Place heavier containers on the lower shelves.

PART 6

TRAINING SAFTY & SANITATION

THERMOMETER TRAINING:

Use a thermometer to measure the temperature of a product Reject products if the temperature is above the following amounts

FRESH MEAT

FRESH POULTRY

FRESH FISH

FRESH LOBSTER, SHRIMP & SHELLFISH

MILK & MILK PRODUCTS

ICE CREAM

LIQUID EGGS

Reject produce that has any signs of mold, spoilage or insect damage.

Reject cans that leak, contain rust or are missing labels.

40 F OR LOWER

40 F OR LOWER

40 F OR LOWER

45 F OR LOWER

40 F OR LOWER

6 F TO 10 F

40 F OR LOWER

AVOID CROSS CONTAMINATION FROM ONE FOOD ITEM TO ANOTHER:

Never mix leftovers with fresh food.

Keep separate cutting boards for raw and cooked foods.

Store fresh raw meats, poultry, and fish on lowest racks

Sanitize thermometers after each use.

When thawing raw foods in the refrigerator, place them on the lowest shelf

PART 7

TRAINING SAFTY & SANITATION

STORAGE OF FOOD & EQUIPMENT:

When deliveries are received, products need to be unloaded and placed in storage in the following order:

Chilled products need to go directly to the walk-in cooler first as they are the most perishable items

Frozen items are to be stored next, and finally dry goods.

Only store food products in designated food storage areas.

REFRIGERATOR AIR TEMPERATURE

FREEZER AIR TEMPERATURE

Cover, label, and date foods in storage.

Do not store food in open containers.

Empty all canned products and store in proper containers

BETWEEN 35 F - 40 F

BETWEEN -12 F - 0 F

Always place raw food products below cooked or ready-to-eat products.

Store new foods behind old ones so older products get used first.

Always place food in clean containers or wrappers

Keep storage containers off the floor and away from the wall.

Check the temperatures of refrigerators and freezers daily.

Defrost freezers as necessary Frost build up causes freezers to warm up

Throw away any food that gets beyond its use-by or expiration date.

Dry goods and storage areas should be cool and dry.

Do not store food or equipment under exposed server lines

Keep storage areas clean.

Store all equipment so that dust cannot settle on it

Store chemicals and pesticides separately from food.

PART 8

TRAINING SAFTY & SANITATION

STORAGE OF CHEMICALS & HANDLING:

Always wash your hands thoroughly and change your uniform after handling chemicals.

Store away from food preparation, handling and storage areas

Keep chemicals in their original containers or another clearly labeled, sturdy container.

Never allow chemicals to come in contact with food Immediately throw away any food that comes in contact with chemicals of any kind.

Clean up chemical spills promptly, then wash your hands and change your uniform.

Never place food in chemical containers or place chemicals in a food container.

WASTE DISPOSAL:

Take garbage out frequently

Keep garbage areas clean and sealed.

Clean and sanitize garbage cans regularly

Store soiled linen in a laundry bag or non-absorbing container.

KEEP INSECTS AND ANIMALS OUT:

Keeping doors closed

Taking garbage out frequently and keeping garbage areas clean.

Report any holes where an animal can enter Do not provide a free meal for any animals.

PART 9

TRAINING SAFTY & SANITATION

KITCHEN CLEANLINESS:

Sanitation solution (spray) should be used on all food contact surfaces after they have been cleaned or when switching from one food product to another

Sanitation solution should always be accessible in the kitchen. Frequently rinse all cloths used to wipe counters in this solution

Store all cleaning products, insecticides, poisons and chemicals AWAY FROM FOOD. Wash mops like brushes - in hot water and hang to dry. Rinse mop buckets immediately and store after use.

All associates should help maintain clean and organized walk-in, freezer, dry storage, and other storage areas

All pots and pans, food storage containers and trays should be inverted after cleaning.

Maintain and clean kitchen equipment on a regular basis

Clean microwave oven door seals and cavities regularly.

SANITATION SOLUTION AND SPRAY:

Our sanitation solution is safe to use on all equipment and surfaces that come in contact with food products. It requires no rinsing or wiping after use. It evaporates very quickly because it has a high bleach content

Use our sanitation solution spray frequently and generously.

Plastic spray bottles should be used and accessible anywhere in the kitchen

After cleaning equipment and counters, spray generous amounts of sanitation solution.

Clean towels should be available for use with sanitation solution

TRAINING SAFTY & SANITATION

TABLEWARE & UTENSIL SANITATION

Maximum Temperature For Mechanical Rinse

FOOD HANDLING & STORAGE

(INTERNAL TMEPERATURE OF FOOD)

Maximum Final Rinse Temperature At Dish Level

Mechanical Final Rinse At Nozzle (Mechanical or Dip Rinse)

Temperature for Mechanical Dishwashing

Food Cooked To This Temperature

(Most Harmful Bacteria Is Killed)

Minimum Safe Temperature Of Hot Foods

Store Or Display Hot Cooked Foods Above This Temperature (After Cooking)

Water Temperature For Hand Dishwashing

Water Temperature For Hand Dishwashing

It is crucial that you know the safety requirements listed in the chart. These regulations ensure safety for our members and guests and represent one of our most important quality standards safety!

Rapid Bacteria Growth DANGER ZONE FOR

FOOD SAFETY

(Not For Freezing Food) Frozen

SANITATION TRAINING

PART 1

WHEN CLEANING AND SANITIZING ALL ASSOCIATES MUST:

Remove visibly soiled debris from surfaces

Use towels, approved scrub pads or brushes to remove soil.

Wash surfaces

Use soap chemical.

Rinse surfaces.

Use visibly clean water.

Sanitize.

Use the red bucket

Ensure the entire surface has come into contact with sanitizer for a minimum of 30 seconds.

Air dry surfaces

WHEN TO CLEAN AND SANITIZE:

Surfaces that are in contact with food must be cleaned and sanitized regularly: After they are used

Before food handlers start working with a different type of food.

If there have been interruptions during work tasks and cross contamination could have occurred

After every four hours if items are in constant use.

SANITATION TRAINING

PART 2

MACHINE DISHWASHING:

There are two (2) methods dishwashers use for sanitizing:

Hot water.

Sanitation takes place at over 180°F in a high temp machine

Chemical.

Manufacturer’s guidelines dictate what temperature the water minimums are, but they are generally much lower temperatures.

Machine dishwashing is used for tableware, dishes, utensils, generally smaller items that are used on a large scale. This process is as follows:

Remove all visible soil by scraping, rinsing, or soaking all items before they are entered in the machine.

Run through dish machine

Wash cycle.

Rinse cycle.

Sanitation cycle

Air dry products.

Utensils must be washed a minimum of two wash cycles to ensure proper cleaning and sanitization takes place Presoak.

Sort in blue stand up caddies or flat

Run product through high temp machine.

Flip products to ensure all soiled debris are removed.

Run product through high temp machine

Inspect all items to ensure good quality.

SANITATION TRAINING

PART 3

MACHINE DISHWASHING MAINTENANCE:

The dish machine should be cleaned three times daily after each meal period to ensure cleanliness All associates must follow these steps in regard to cleaning machine dishwashers:

Shut off operations

Empty water tanks.

Remove filters/clean debris from filters.

Remove spray nozzles/ clean debris from spray nozzles.

Remove curtains/clean debris from curtains.

Rinse and wash water tanks

Rinse and wash interior walls.

Rinse and wash conveyor belt if applicable

Fill water tanks with fresh water.

Assemble machine

Turn on operations.

See a leader for weekly lime away maintenance process.

MANUAL DISH WASHING:

Manual dish washing is completed through a series of steps. Associates must follow these preparations before manual dishwashing can occur The steps of preparations are as follows:

Clean and sanitize each sink and drain board (wash, rinse, sanitize).

Fill the wash sink with Premium Sunrise (Pot & Pan Detergent)

Water must not be above specified water line.

Water must be a minimum of 110° F.

Fill the rinse sink with clean water

Items must be submerged for a minimum of 30 seconds.

Fill the sanitation sink with solution and water

Follow manufactures guidelines in regards to sanitation concentration.

The suggested concentration for a pot sink sanitation system is 240 PPM

The acceptable range is 150 PPPM to 440 PPM.

Items must be submerged for a minimum of 30 seconds to ensure sanitation takes place.

Associates must use the clock to time all steps of sanitation. This will mitigate cross contamination and ensure all items are safe to release back into rotation.

SANITATION TRAINING

PART 4

MANUAL DISH WASHING:

Now that we have prepared our work station, we are ready to begin manual dishwashing

Scrape, or soak items for washing them.

When soaking items, change water when it becomes visibly soled, or when detergent or suds are not present.

Wash.

Remove all visible soil from objects.

Use a brush, or approved scrub pad to loosen soiled products.

Change water when it becomes visibly soiled, or when detergent or suds are not present

Rinse.

Ensure that all traces of food and detergent are removed by submerging for a minimum of 30 seconds or spray the product thoroughly.

Change water when it becomes visibly soiled

Sanitize.

Follow manufacturer’s guidelines in regard to proper sanitation.

Change sanitation solution when it falls below the minimum concentration level

Never rinse items after sanitizing, this could contaminate the surfaces.

Air dry

All items must be set on drying racks and dried before being placed back into circulation.

SANITATION TRAINING

PART 5

MECHANICAL DISH WASHING:

The steps in washing dishes by machine are the same as in the hand method, except that the machine does the washing, rinsing and sanitizing.

Scrape and rinse

Rack dishes so that dishwasher spray will strike all surfaces.

Run machine for a full cycle.

Sanitizing temperatures.

180 Degrees for heat sanitization.

120-140 Degrees for chemical sanitization (The temperature depends on the chemical being used See equipment manager for the proper temperature.)

Air dry and inspect dishes Do not touch food contact surfaces Remove all visible soil from objects.

Use a brush, or approved scrub pad to loosen soiled products Change water when it becomes visibly soiled, or when detergent or suds are not present.

STORAGE OF EQUIPMENT:

When storing tableware and equipment, associates must do the following.

Store tableware, and utensils at least six (6) inches off the floor Protect from dirt and moisture at all times

Clean and sanitize drawers and shelves before storing clean items on them.

Store cups, bowls, lids, etc upside down on a clean and sanitized shelf

Store flatware and utensils with handles up. This allows associates to pick them up without touching food contact surfaces.

Clean and sanitize trays and carts used to carry clean tableware and utensils. Check them each shift, and clean as often as needed.

Clean items should always be handled separately from soiled ones This ensures cross contamination isn't taking place. Designate areas for clean items, and areas for soiled ones.

Always use gloves when handling clean and dirty items Change them as needed to ensure no cross contamination.

PHONE LIST

IMPORTANT INFORMATION:

To dial local calls: dial 9 + phone number

To dial long-distance calls: dial 9 + 1 + area code + number

To use intercom: press intercom button then dial extension

To transfer a call: press transfer button (this places call on hold); dial extension; hang up or wait on line to announce the caller

To cancel a transfer: press release button

To send a call to a voicemail: press transfer button, press VMAIL soft key, then dial the user’s extension

Loch Lloyd Country Club

Physical Address: 16750 Country Club Drive, Village of Loch Lloyd, MO 64012

19th Hole Ext. 322

Pro Shop Ext. 348

People Leader Emily Ext. 314

Chris Brems Ext. 321

Kim Palmer Ext. 304

Kari Amensen Ext. 108

Hannah Huffman Ext. 317

Adam Daniel Ext. 330

Sean Hanna Ext. 359

Jeremy Dear Ext. 344

Matt Wood Ext. 370

Michelle Canales Ext. 512

Ben Thompson I.T. Ext. 405

Janessa Howell Ext. 106

Joel Mellgren Ext. 409

PHONE ETIQUETTE

Phone etiquette is crucial to a positive member experience. Executing good phone etiquette allows us to deliver on one of the most important quality standards: Consistency.

PLEASE FOLLOW THE STEPS BELOW WHEN ANSWERING THE PHONE:

The phone must be answered within three (3) rings maximum This may require you to ask other members if they would mind being placed on hold. Do not place a member on hold without their permission.

Members should never be put on hold for longer than 60 seconds.

Have you ever heard the term “Smiling with your voice”? Think of that term as your placing the phone to your ear.

Once the phone has been answered your greeting should be, “It’s a beautiful day at Loch Lloyd! This is speaking. How may I help you?”

When speaking with members remember to use a calm, not hurried voice Never use slang terminology

Always be professional by using “sir” or “ma’am”, for example.

If you are taking a reservation or To Go order remember to always repeat the inquiry back to the member to ensure accuracy.

All To Go orders must be accurately quoted for pick up times The host must get a ticket time from the restaurant’s expo position, leader, or chef at all times.

If you are greeting a member at the host stand and the phone rings, the member in front of you is your priority. Seek approval to answer the phone before reaching to pick it up.

If a member calls to speak to a member of leadership and does not offer their name, transfer the call regardless. If they wanted to offer that information they would have.

If a transfer is required, ask permission to place them on hold beforehand, inform them on where the call is transferring, and thank them sincerely.

PHONE FAQ

FREQUENTLY ASKED QUESTIONS:

“Do you take reservations?” “Absolutely!” (Proceed with the reservations procedures).

“What time do you close?” “We stop seating at (insert time) on (select the day) ”

“What is the Dress Code?” “We are a smart casual dining club.”

“Do you have happy hour?” “Absolutely, we have an excellent happy hour available (fill in days and times). In the (fill in area where available). May I answer any other questions you have?”

“Do you take To Go orders?” “Absolutely! Are you available to hold while I get someone that can help you?”

“Do you serve Lunch?” “Absolutely, in addition to our regular menu we have a daily special as well. Today’s Special is…”

“Do you have a banquet room?” “How many does it hold?” “Yes we do, are you available to hold while I connect you with a leader?”

“Do you have a children’s menu?”

“What is your menu like?”

“Is this the golf shop?”

“I would like to make a tee time, can you help me with that?”

“May I speak to the president of the club?”

MEMBER INTERACTION

All FiveStar associates will interact with our members at some point in their career. It is imperative that you are familiar with the proper etiquette when these interactions occur.

VERBAL INTERACTIONS:

Talk First and Talk Last – Introduce yourself to any unfamiliar faces and make them feel at home and part of the club. Talk with excitement, passion and a smile.

Always use Mr or Mrs once you know their name

Be sure your image is perfect. When finishing your conversation, ALWAYS

Show them or take them to their next location.

Ask them if there is anything else you can do for them, or get for them.

Wish them a great day.

Alert the next location that the member or guest is on their way along with any other necessary information

WHY INTERACTION IS VITAL TO OUR SUCCESS:

The first impression we give can be a difference maker in our member or guest’s day and sets the tone for their entire experience

Make it positive and impactful.

Unfamiliar faces are a huge opportunity to make an impact. Take advantage of it!

MEMBER INTERACTION

All FiveStar associates will interact with our members at some point in their career. It is imperative that you are familiar with the proper etiquette when these interactions occur.

SERVICE RECOVERY:

Inevitably, at some, you will be faced with a situation in which a member or guest is upset for any number of reasons. How our associates handle these situations will greatly affect our membership as a whole. The L.A.S.T. Technique is a valuable tool to help with service recovery situations.

STEP 1 - LISTEN:

Pay attention, as if it’s the first time that you have heard about this problem

Do not interrupt; be an active listener.

Make direct eye contact

Quiet your inner monologue to ensure that you are mentally present, alert and attentive.

Restate the main points to make sure that you heard them correctly.

Do not take the situation personally.

STEP 2 - APOLOGIZE:

Be sincere and deal with the person’s feelings first.

Empathize and express that you are sorry that the problem occurred.

Recognize their disappointment, but do not explain why the problem occurred

STEP 3 - SOLVE:

Ask clarifying/probing questions.

Tell the member or guest what you CAN do; display confidence.

Summarize, offer alternatives and act on the agreed upon solution. Be sure to notify a leader as soon as possible to help in the solution process.

Follow up whenever possible

STEP 4 - THANK:

Thank the member or guest for bringing the problem to your attention.

Thank them for their patience and understanding.

Thank them for working with you to solve the problem.

An apology is always necessary, but if it is not followed up with action and solution, the member or guest goes away feeling dissatisfied and uncared for. If you want to create a lasting relationship, and gain their true loyalty and respect, always remember the L.A.S.T Technique.

TIME, ATTENDANCE & BREAKS

FiveStar Lifestyles has the right to investigate absences and to determine if an absence is necessary or justified and is eligible to be covered by any type of PTO. Where health problems cause chronic absenteeism, associates may be eligible for FMLA and or a personal leave of absence. Each department develops a specific scheduling guideline based on the scope of services offered.

ABSENTEEISM:

Absenteeism is defined as any unscheduled or unplanned absence but does not include any leave under the Family Medical Leave Act, Military Leave, Personal Leave of Absence or Workers compensation. A period of absence is defined as any consecutive or non-consecutive time away from scheduled duties, and therefore creates a pattern of absenteeism. Nonconsecutive absences, regardless of duration, will be considered as separate periods of absence Patterns of absenteeism within the first 90 days of employment may be the cause for immediate termination.

ASSOCIATE RESPONSIBILITIES FOR ATTENDANCE:

Attended to a personal matter during non-working hours whenever possible

Request PTO as far in advance as possible (A minimum of two weeks’ prior notice is required)

Report unplanned or unscheduled absences to their manager as early as possible prior to their scheduled shift (A minimum of two hours’ notice is required).

Seek prompt help for health and or personal problems that might interfere with attendance requirements

Do not let minor inconveniences keep them from their job.

LEADER RESPONSIBILITY FOR ATTENDANCE:

Review associate attendance records on a regular basis

Communicate with associates who are returning from medical or other emergency absences to receive pertinent information.

Encourage associates to seek assistance if a health/personal problem appears to be interfering with attendance

Have consistency in coaching associates for excessive absences or tardiness

Patterns of absenteeism must be noted, documented, and addressed with each associate. These include:

Excessive use of PTO

Frequent weekend or holiday absences

Absences before or after holiday

Absences before or after weekends or other days off (any type of patterns)

Any period of absence that seriously interferes with delivery of services, compromises or disrupts the work environment

TIME, ATTENDANCE & BREAKS

NO CALL NO SHOW:

Associates who are absent for one day without notifying their team leader or manager will receive a written warning or the next step of progressive discipline. Associates who are absent for two consecutive days without notifying their team leader or manager will receive a final written warning or progress to the next step of discipline which is termination Associates who are absent for three consecutive workdays without notifying their team leader or manger are assumed to have voluntarily resigned their position and their separation from FiveStar Lifestyles will be processed.

ABSENTEEISM:

Associates who maintain a pattern of absenteeism will normally not be allowed to transfer or promote to another position within the FiveStar team until the pattern of absenteeism shows improvement. Associates who maintain a pattern of absenteeism are also subject to disciplinary action according to the following guidelines:

Three periods of absence within a continuous 3 month rolling period

Six periods of absence within a continuous 9 month rolling period

TARDINESS:

Associates unable to report for work on time must notify a team lead or manager two hours prior to their shift starting Timing in on the time clock more than 6 minutes after the scheduled start of an associate’s shift is considered tardy. Excessive tardiness or leaving early without a leader’s approval will result in disciplinary action according to the following guidelines: (Specific disciplinary steps will be determined based on whether the associate is currently in progressive disciplinary process.)

Four tardies in any continuous three-month period

Six tardies within a continuous six-month period

Eight tardies within a continuous nine-month period

More than ten tardies within a continuous twelve-month period

MEAL BREAKS:

Anything under 8 hours, the associate is given a 15-minute paid break but are only allowed to take it when advised by the Leader.

Anything over 8 hours, the associate is given a 15-minute paid break and is required to clock out for 30 minutes and must be communicated with the Leader

VENUE SEATING CAPACITY

Ballroom | 220

Event Lawn | 250

Ballroom Patio | 60

Formal Dining Room | 55

Fireside | 150

Formal Dining Room Patio | 12

20th Hole | 30

Foyer | 25

19th Hole | 50

Conference Room | 8

Pool | 200

RESERVATION PROCEDURE

We request reservations for our dining, and meeting rooms. If a member is interested in reserving a private room or banquet space inform a leader and the sales team will be notified. There are no reservations required for the grill, or pool area. When taking a reservation from a member, procure the following information:

Date and time of reservation

Member name and number

Number of attendees (Children, adults, additional members).

If applicable; offer a booster seat or highchair.

A leader must be informed if a reservation is requested for a party of 15 or more.

Make note of any special instructions or accommodations

Repeat the request back for accuracy.

Look up the member’s number and telephone number and add it to the reservation line

Timing is everything, and it is your job to ensure members are seated accurately to ensure they have a positive experience and the kitchen has adequate time to execute service.

Reservation blocks are in half hour increments but should be managed in 15 minute increments.

Utilize communication skills to ensure they have a positive experience.

All reservations or changes made to a reservation need to be initialed and dated by the person making them

AVERAGE TABLE TIMES:

TABLE OF 2:

Lunch– 30 Minutes

Dinner– 60 Minutes

TABLE OF 4:

Lunch– 40 Minutes

Dinner– 90 Minutes

TABLE OF 6 OR MORE:

Lunch 90 Minutes

Dinner 120 Minutes

SEATING A MEMBER

SEATING A MEMBER:

After welcoming the member and their guest to the club, ask how many are in their party and where they prefer to sit. If weather permits, offer to check their coats.

Escort the member to their table. When doing so, stay with them at their pace. Always assist if necessary, and offer continued conversation, if appropriate.

Assist seating by pulling chairs for women and children

Menus and water glasses should be serviced before the member reaches the table. (Remember wine menus should always be placed in the center of the table or handed to the host.)

Once the member is seated, greet them by name. If you are not familiar with a member, be sure to introduce yourself and ask their names Name recognition is a crucial part of our success as a club

Offer special menu features at this time.

Remove any extra place settings from the table.

Children of qualifying age should be offered a children's menu, and if the host is seating they should inform the server to order a kids appetizer plate

If there is a wheelchair it is expected that we ask if they would like the chair removed.

Offer them a sincere farewell and remember to speak with them as they leave the club for the conclusion of their experience.

SERVER TRAINING

FLOOR CHART DINING SIDE:

The seat numbers represent the position point of each table, and as you can see each table is numbered. It is crucial that you learn how the dining room and grill are set up on a floor diagram. Although we ask for reservations in our dining rooms we still have walk in service In order to ensure an even distribution of members to server we must utilize a system. If we are triple seating in a server’s area a leader must be notified to provide service coverage as needed

TABLES:

Each table will be numbered for the host, server, and the expo to reference during service

Each table has a focal point that informs the server which seat has the corresponding number assigned. This number is called a “Position Point”. This will allow the team to know what food goes to which table and seat.

It is your responsibility to memorize table layouts and position points to ensure food is not being auctioned at the table.

PART 1

ETIQUETTE SERVER TRAINING

TABLE SIDE PROCEDURES:

Approach the table within 60 seconds after they have been seated.

Greet members and guests in a friendly, cheerful manner – Smile.

If you cannot make it to the table, promptly ask another server to help you

Always address the members by name.

Be sure to introduce yourself if it is the first time servicing the member

Be sure to ask their name and member number.

Be friendly but avoid lengthy conversations

Be cordial, speak and perform as though everything is a pleasure.

Be sincere and show an interest in people.

Be considerate toward the feelings of others.

Be alert and give great service.

Maintain eye contact

Never turn your back on your table.

Always give members and guests the right of way

Offer all specials for the day.

When not at a table, keep personal conversations to a level not heard by members.

Never use your cell phone in view of membership

PART 2

ETIQUETTE SERVER TRAINING

REMEMBER THE LIFEBOAT THEORY OF SERVICE:

Women and Children First! When ordering, serving and removing anything.

Exception to the rule: Parties of five (5) or more, start with any lady, then move clockwise around the table.

Exception to the rule: Tables with multiple children, ask the parents if they would like to place the children’s order immediately.

HOW TO CARRY TRAYS:

Always carry one handed.

Always be aware of the center of gravity with your hand

Food: If not strong enough, bend at the knees. When putting down loaded trays, keep your hand in the center of the tray jack, don’t try to move a tray to better position on the tray jack, the jacks aren’t that stable

PART 3

ETIQUETTE SERVER TRAINING

TAKING ORDERS:

When taking a member’s order, we will always try our best to accommodate their requests Do not forget to charge for add-ons and extras

Memorize the daily menu before each shift: Soup(s) of the Day, Vegetable of the Day, Potato of the Day, Daily Special, Desserts, Drink Specials and 86’d items.

Announce these specials, soups, etc , to the table prior to taking the first order

Always use the “Lifeboat Theory of Service” when serving tables of four (4) or less (women and children first )

When taking orders of tables of five (5) or more, begin with the host lady and continue clockwise.

Take the order from the members left whenever possible.

Always use the pivot system when taking orders Each room has a reference point at to which member/guest is in position one (1) Always number your positions starting with this point and moving clockwise This aides the food runner when placing the order at the table so that the food NEVER has to be auctioned off.

Never talk across members.

Try to position yourself so that you may view the other members at the table and the others in your station

This way you may acknowledge them if they need assistance

Know your menu so you may properly answer any questions.

Stand at attention, without kneeling, sitting down, or carrying a tray.

Do not take all the food orders for different tables without ringing the first one in This will save you time in spacing out time at the computer, making salads, getting condiments, refills and extras Whenever you are double or triple sat you must “space out” the service and yet give appropriate service to the “latter tables.”

PART 5

ETIQUETTE SERVER TRAINING

COCKTAIL SERVICE:

After greeting the members and guests, ask if they would like to order a cocktail.

Make suggestions: “Would you like a glass of wine this evening or a (insert drink special here)?”

When serving a cocktail, always use a tray, even if you are serving only one cocktail.

Hold the glasses well below the lip line. Make it obvious that you are being thoughtful.

Serve from the right hand to the right of the member.

When serving bottled beer, mineral water, etc...., place the chilled glass in front of the water glass. Do not tilt the glass For the members’ convenience, place the bottle to the right of the glass and remove when empty

When serving wine by the glass, do not use a cocktail napkin.

Never pick up a wine glass to fill or refill.

If a table is ordering three or more glasses of a particular wine, suggest a bottle.

Until you know the members names and/or member #’s, always ask for both before you leave the table the first time From then on address them as “Mr or Mrs ” frequently throughout the course of the meal

After serving drinks, you may ask if they would like to order. If they want to wait, allow them to drink their cocktails Ask if they would care for another just prior to finishing their current cocktail

Do not forget throughout the meal to pick up empty glasses, straws, etc.

BEVERAGE SERVICE:

All beverages should be served and removed with the right hand to the members’ right.

Only coffee or hot tea after the meal should be placed on a saucer in front of the member

Coffee cups should be placed with the handle at the 4 o’clock position.

When pouring coffee or water, always use a folder napkin as a splashguard. Do not pick up a glass to refill.

ETIQUETTE SERVER TRAINING

TIME ORDERS:

Accurate timing is crucial when serving.

PART 6

Make suggestions to reduce serving time when members are in a hurry

Never ring in appetizers and entrees on the same ticket. However, it is crucial that you judge current ticket times to ensure your table is serviced in a timely manner “Course” your meals by spacing out these tickets. Avoid turning in orders of more than one table at a time to the kitchen.

Ensure enough time for chefs to prepare orders.

If the restaurant is busy, let the member know it may take a few extra moments for the food to come out

If children are present, ask the host if they would like to place the children’s order immediately, followed by the rest of the adults.

Service Rule: ALWAYS serve a single diner first, get their order placed prior to addressing other tables. The single diner needs MORE not LESS attention as they are more acutely aware of the time between greeting, drink reception, food on the table, and they are almost always in more of a hurry

Get to know which members have “special needs” or “expectations” above and beyond our exemplary service. Always do a mental “run down” of each table’s status For example, when getting drinks for one table, check other tables for needed refills. After delivering entrees, “prebus”, or clear dishes from other tables if needed. Table awareness is crucial to your success and will prevent you from getting “Into the weeds”.

ALWAYS use the Full Hands In – Full Hands Out of the kitchen

FOOD RUNNING & QUALITY CHECK:

As a server you are the final check to ensure satisfaction. It’s very important that you check these things to ensure quality:

Hot food is hot and cold food is cold.

The plate has correct specs to match the menu

Condiments and sides are all present.

The plate is clean and presentable.

Special requests are accommodated

The table is ready for the next course to be delivered.

PART 7

ETIQUETTE SERVER TRAINING

SERVING OF ORDERS:

Make sure the food you are serving to your member corresponds with the orders on their check.

Always use the Lifeboat Theory of Service (women and children first)

Serve food with your left hand to the members left whenever possible.

Always use a tray stand and tray when serving.

When necessary to reach across a member to serve someone, always excuse yourself first.

When serving entrees, position the plate with the meat or main entrée nearest to the guest (6:00 on a watch face)

Never leave fingerprints on a plate. Learn to use a side towel and how to palm a plate without placing your thumb on the upper surface.

Condiments should be placed on the table in front of appropriate guests prior to service of the entrees. This includes all dressing, ketchups, and sauces.

If a member is eating an entrée requiring a steak knife, the steak knife should be placed to the member’s right and the salad knife removed prior to service of the entrée.

Always make sure you include necessary equipment WITH service of the entrees: peppermills for salads, cheese graters for pastas, steak knives, soup spoons and garnishes, extra plate for split dishes, soy sauce and chopsticks for Asian dishes, parmesan cheese and red pepper flakes for pizzas. These items MUST BE INCLUDED UPON SERVING ENTREES,

NOT AFTERWARDS

Side dishes are to be served after the entrees when it is impossible to make one trip or another server is unavailable to help serve the order

Do not serve food to more than one table at the same time. Complete service procedures at one table before moving to the next table.

Never be intrusive when serving food or beverages (don’t interrupt conversation, don’t reach across members)

Never serve the entrees until appetizer and/or soups & salads are removed.

Finally, do not rush the members

PART 8

ETIQUETTE SERVER TRAINING

TABLE MAINTENANCE

CLEARING THE TABLE:

Do not stack plates on the table Do not scrape plates in the dining rooms

Handle all glassware and silverware by the base. Keep quiet. Do not bang plates and silverware when clearing and carrying.

All glassware is returned to the bar Be sure to wipe tables and seats thoroughly Always use the 3-tiered cleaning method. Tables, seats, and floor last. Remove dirty dishes from the member’s right side.

SETTING THE TABLE:

Handle silverware and glassware by the base Place silverware, butter plate and napkins in the appropriate position. Make sure you “square off” all settings to one another and to the seats.

Handle silverware one at a time to keep noise down, do not “dump” silverware and plates onto the table.

Remember, “Silent Service ”

Refill cracker baskets as needed.

Be sure all components are properly set by stepping away from the table and reviewing your set up.

JONAS

Jonas is unlike other restaurant point of sale systems because it is designed for clubs You can find information in Jonas that is crucial for our success. This training material will show you how to utilize Jonas correctly, as well as all the great information available to you.

This is the Jonas log in screen. Input your user I.D. in the box identified here.

JONAS

CHIT PROCESSING

This is an example of what a Chit looks like. A Chit is a short official note recording a sum owed.

JONAS

CHIT PROCESSING

Select 'Point of Sale System'

Select 'Chit Processing'

JONAS

CHIT PROCESSING

To start a new chit, select 'Start a New Chit'

Select 'Chit Processing'

JONAS

CHIT PROCESSING

Select the table number is the member is dining in.

Select the (Start Shift) Button

For to go orders, select 'Start New Chit'

JONAS

CHIT PROCESSING

When starting a new chit you must select a member by name or by number.

If searching by number enter the member number and select OK.

If searching by first or last name enter and then select Find.

If you type a member name and select OK, this message with appear. You have to select the FIND button.

Cash sales should be entered as 99.

Associate meals should be entered as 25 at CCLL.

Associate meals should be entered as 55 at CCLL Select OK and continue to process your order.

All associate meals are automatically discounted.

All associates meals must be entered in to Jonas, they are not to be verbalized to kitchen staff.

Associate meals are to be ordered during approved times, and consumed in approved areas.

JONAS

CHIT PROCESSING

To select the member double click on their information line Any special instructions for their account will pop up for your information.

First & last name can be located here.

Member Number and membership information or status is listed here.

JONAS

To select the member double click on their information line. Any special instructions for their account will pop up for your information.

First & last name can be located here.

Member Number and membership information or status is listed here

JONAS

MENU LAYOUT

PURPLE

The purple keys are food items separated by courses, menu and menu themes

RED

The red keys are special menu's built for holidays and member events

NAVY

The dark blue keys are daily and weekly specials

The green keys are beer, liquor and wine menus

The light blue keys are function keys that allow you to maneuver and manipulate the order accordingly.

YELLOW

The yellow keys are retail beer, liquor and wine

GREEN ROYAL BLUE

JONAS

Note that the left side of the menu screen shows you the following information.

The member name and number.

If a photo is available it’s located here.

Member minimum. Information is listed here

Member status is also listed here for your review.

As items are chosen they will populate in the menu for your review

JONAS

SUB MENUS:

Food menus are set as sub menus based on courses and themes. Select the appropriate sub menu to proceed with menu selections.

For example let’s select appetizer menu.

The menu that is presented is the appetizer menu.

For example let’s say we selected Brie Fondu.

JONAS

MODIFICATIONS:

Modifiers have been made to allow the member to have a personalized experience. For example if they don’t want Pears on the Brie Fondue you would select (NO PEARS) as we have in the modification menu above

If the member would like the Fondue as their meal you would select the as meal modifier as well This would alert the kitchen that it should be served with the other entrees.

Associates should always double check modifiers to ensure accuracy for the member This will result in a positive experience and assure us consistency.

JONAS

The function menu provides a number of great resources for you as a server.

Edit– Allows you to make edits to pre-selected menu items

Void– removes an item from a chit but must have a leader’s authorization.

Open Food– allows the server to enter a unique menu request with pricing.

Quantity– Allows you to repeat selection to desired quantities.

Modifiers– Allows free hand instructions to menu items

Repeat Selected– Copies previous menu selections.

Send– Prints the ticket to the kitchen and expo.

Home– Takes you to main menu.

Done– Take you back to main chit screen to start a new function

JONAS

Once all selections for the desired course or meal have been selected the associate will hit the Send button to send the order to the kitchen and expo.

If all tasks are completed at that time select the done button to progress to the next task.

The next page will be the Tender screen. If you are not ready for payment select the next order button to process additional orders or next task.

JONAS

TENDER SCREEN:

From this screen you will be able to do multiple different functions

The most important ones will be able to print and close the chit, run credit cards, split a chit, add gratuity, and how to make change if given cash

JONAS

ADDING GRATUITY:

When you select the ADDL GRATUITY button this is the screen that will pop up This is where you will add in your tip. In this example, you were left $5.00. You will simply type in $5 00 then hit the green T That will add it on.

You can now see here where the additional gratuity will show up on the check

If you were to enter the wrong amount you have the option to select and void it out

JONAS

SPLITTING A CHECK:

In this section you will learn to split a check.

Start by hitting “Split by Item”

Once you hit “Split by Item” this is the screen that will pop up.

JONAS

SPLITTING A CHECK:

You will then select the item you want to split to another chit. That item will highlight in blue You will then click on the CHIT 2 column and it will drag over there as you see in the picture below.

Once you hit split by item this is the screen that will pop up. As you can see this has now moved over to CHIT 2. Click where is says CHIT 2 and it will allow you to assign it to a member or cash ticket.

JONAS

SPLITTING A CHECK:

When you are done splitting the check this screen will appear You will be able to see that our one chit has turned into two (2) separate chits. You will then be able to close them out separately.

BANQUET TRAINING

BASIC ROLE FUNCTIONS:

Ensure that all tables are set correctly according to the diagram and/or sample table. Serve and clear food and beverage quietly, professionally, and quickly, using proper serving and clearing techniques.

Monitoring any buffet line that is present to replenish food as needed for the event

Keep work area clean, and coordinate actions with the banquet team members, and all other members of the front and back of house to ensure flawless customer service.

Maintain good grooming and personal hygiene.

FRIENDLY SERVICE:

Remember that guests can see you whenever you are in the room Be courteous, efficient and quiet

Maintain good posture. Never slouch, lean or slump.

While in the room, smile, and when appropriate, acknowledge guests through brief eye contact.

All associates shall remain on the floor while guests are around Each server should constantly monitor his/her station, refilling drinks and clearing dishes as necessary. Do not neglect a guest request just because the guest is not in your area. If he/she make a request directly to you, take care of it personally and quickly if possible.

PRE-EVENT PREPARATION GUIDELINES:

Make sure that linens are clean, with no rips, fading or burns. Confirm with a food and beverage leader exactly what place settings are required for the event.

Fold napkins neatly according to the design selected for the event.

Inspect all dishes, glassware and utensils for spots or blemishes

Complete all service setup and ensure the room is ready at least 15 minutes before the event is scheduled to begin.

To aid in setup efficiency, the assembly line technique can be used For example: one server sets on particular item at a time on all the tables (all forks, all knives, etc.)

Table/station assignments will be made prior to the event beginning, during a pre shift line up. Any additional questions or details regarding these assignments can be discussed at this time.

BANQUET TRAINING

TABLE CLOTHS:

Should be clean and free from rips and burn holes.

Should be pressed (small wrinkles may be smoothed out with the palm of the hand; excessive wrinkles may require a steamer).

Creases should be centered following the same directional principle in which the tables for the function were positioned

Turned under side of the hemline should be facing the table.

Linens on round table should be placed with the corners of the cloth dropping directly over the table legs. Spandex table coverings must be placed on the tables prior to a linen covering Spandex needs to be removed completely prior to breaking down a table to avoid rips and tears. Spandex must be collected and put away after the conclusion of the event They are to never be placed in a linen bin

TABLE SETUP:

The first plate or place setting must always be set in the 12 0’clock chair – the one that faces the head of the room. The remainder of the settings are to be evenly spaced from there.

One salt and pepper shaker and sugar caddy are to be filled and placed on each table.

Knife blade faces inward.

Spoon and knife handles are even.

Salad fork to the outside of the entrée fork

Dessert fork or spoon above the napkin, handle facing the left.

Water glass directly above the tip of the knife.

Bread and butter plate above the forks

B&B knife handle to the right.

BANQUET TRAINING

NAPKIN FOLDING:

Taking the time to do a special napkin fold shows that you really value your guest and wanted to make their table look beautiful

Here are a few of the most frequently used folds:

RULES OF SERVICE:

Present the food first to the guest of honor, then to any children and females.

Next, the server will present food to the male guests, followed by the hostess and then the host of the banquet

Food is served to the guest’s left side, and the beverage is served from the right side.

If you do not have enough plates to finish a table, do not serve that table

Place dinner plates with the main item facing the guest, one half inch from the edge of the table.

Complete service at one table before moving to the next.

After serving the entrée, it is time to replenish water, wine, bread, butter etc

Continue to keep up with used/dirty glasses and dishes throughout the meal.

Be sure that everyone at the table is finished with the course before plates are cleared.

POST EVENT:

Cleanup at the end of an event is accomplished as a team.

Remember to bring dirty dishes to the dishwasher as soon as you are finished clearing tables after the event. The dishwashers should not have to wait for us to finish their job

All servers will clear tables until it is finished. Then all servers can work on closing duties together. All chairs are to be stacked, soiled linens and trash taken out, and banquet kitchen cleaned before asking a Leader to be finished.

If there is an event following, additional setup may be required.

SNACK BAR TRAINING

BASIC ROLE FUNCTIONS:

Snack bar attendant is responsible for providing members with friendly, prompt, complete and efficient food and beverage service at the snack bar and poolside

Learn Jonas system, covered previously, to be able to ring in member and guest purchases. Before delivering food or beverage items, ensure that the quality and appearance is consistent with our standards

Monitoring food and beverage inventory levels and communicating with a leader about any shortages. Completing daily opening, running, and closing duties.

Please see SOP for Snack Bar

BEVERAGE CART TRAINING

BASIC ROLE FUNCTIONS:

Serves food and beverage items to members and guests while on the course.

Confirms beverage cart is fully operational before starting rounds on the course

Stocks and cleans beverage cart throughout the day. Following the stock par list will be crucial when reconciling the sales at the end of your shift

Maintains and exhibits knowledge of proper golf course etiquette. Review schedule changes, calendar events and club activities on a daily basis.

Accountable for all member charge and cash transactions

Utilizes Point of Sales system and runs daily end of shift report.

BEVERAGE CART ETIQUETTE:

Always drive against the flow of traffic. This is for your safety. This allows you to keep an eye on golf balls that may have been hit your way

Always stop when you see a golfer about to hit a ball. To many of our golfers, this is not just a game. Driving past someone who is about to hit a ball can take away from their concentration. This rule goes for any part of the hole they are playing There are places on the course where you will have a hole on both sides of you

Please be sure to pay attention to both sides.

Stop the cart at each group of golfers. Stop for a while and if they need you, they will come to you. Do not yell out to golfers on the course If they are on the cart path, politely ask if they need anything Also, be sure to move over and stop so that they can pass. They are on a time schedule, so you will need to let them go first. Always be polite and courteous to everyone Address them as ladies and gentleman, or Mr and Mrs Never address them as “you guys”, for example.

Keep talking to minimum. Time spent socializing with any of the members or course associates prevents you from serving other members on the course and can slow down their play

All product that is taken from the beverage cart by a member or associate must be paid for. You are responsible for all product during your shift.

LIQUOR LIABILITY

CRIMINAL OR CIVIL LIABILITY:

Servers can be held liable for violating state, county and municipal alcohol service laws. These violations include serving a guest less than 21 years of age, serving an intoxicated guest and allowing the use and distribution of drugs on the property. If you see a drug transaction on the premises, always notify a manager. Servers and establishments can also be held responsible for payment of damages for injuring a person Servers can be sued and forced to pay damages if their actions or lack of care while serving alcohol lead to injury.

DRAM SHOP LAWS:

These laws are a special kind of civil liability for establishments with liquor licenses and for the people employed by them. These laws allow someone who may not have been in the establishment to sue the business, its owners and its employees for injuries caused by a guest who was drinking there.

CARDING A MEMBER:

Every member or guest that orders an alcoholic beverage that looks to be under the age of 30 must be carded and identified as 21 or over If an underage person is served, the club will be ticketed Once a member or guest has been asked to present an ID they may not be served until one is provided. The ID must be state or government issued.

FAKE ID’S:

Here are a few quick checks when looking at an ID. Always have the guest remove the ID from their wallet and hand it to you

Is the ID expired?

Is the ID signed?

Are there creases or bubbles? If so, it could have been tampered with Does the person look like the picture?

Is there a hologram?

You could ask for a second form of ID if there are concerns of its authenticity or ask for a manager if assistance is warranted.

ACCEPTABLE FORMS OF IDENTIFICATION:

Valid state issued driver’s license or ID, even if it’s a temporary.

Military issued ID

National Government issued ID such as passport or visa.

LIQUOR LIABILITY

INTOXICATED MEMBERS AND GUESTS:

Members may show the following signs if intoxicated:

Slurred speech, glassy eyes, loss of coordination and motor skill, loss of inhibition, loud or vulgar speech, excessive bathroom trips, excessive flirting. These signs do not always mean intoxication, but they should raise a red flag. If a member is showing signs of intoxication or if you are concerned with the number of drinks consumed, then immediately discontinue alcohol service and notify a manager. Always err on the side of caution in a situation like this There is a fine line, and the club or server can be charged with a crime simply by serving a member who is intoxicated. If the member is alone, offer to call them a cab, or suggest they receive a ride from a friend. Never take a members keys, or offer them a ride. Offer them complimentary coffee of food to give them time to sit and sober up The only way to lower the blood alcohol level is time

NEVER TRY TO HANDLE AN ISSUE OF INTOXICATION BY YOURSELF, ALWAYS ALERT A LEADER.

Often, the person’s judgment is impaired and they may not be ready to admit that they have had too much to drink

If a member arrives intoxicated, notify a manager to address the situation. When eliminating alcohol service with a member always involve a manager The conversation should not be confrontational Avoid using judgmental statements such as “Your drunk”, or “You have had enough”. Use statements such as “Club policy dictates that I cannot serve you any more alcohol this evening” or “It is against the law for me to serve you anymore alcohol this evening ” When stopping alcohol service of a member or guest, offer them a nonalcoholic beverage, and always wait for them to order another drink before stopping service. Counting drinks is a good way to determine whether a guest is intoxicated. It is your job to monitor for intoxication.

BLOOD ALCOHOL CONTENT:

This is a measure of alcohol that has been absorbed into the blood stream. It is illegal in all 50 states to drive with a BAC of .08 or higher. The levels of BAC varies according to a person’s sex, weight, body composition and speed of drinking Women tend to have a slightly higher BAC than men after drinking the same amount because they have less body fluid to dilute the alcohol.

BAR TRAINING

STEPS TO HANDLING AN INTOXICATED INDIVIDUAL:

Never serve a member or guest to the point of intoxication. If you notice that trouble is starting (let a leader know immediately)

Use tact. If you can, get the person away from the area and other guests. Speak to them directly and privately. If you cannot calm the person down, you might need to ask assistance from someone else at the table to help encourage them to leave the area.

Convince them not to drive. If they will not give you their car keys, and you know that they are unfit to drive, you may have to resort to stronger measure, such as calling a cab or getting another person from the party to drive.

RESPONSIBILITIES OF A SERVER:

You have a legal liability for the safety and sobriety of the members and their guests

You can be held responsible for injuries or damages that occur as a result of being over served. You may be held responsible for the safety and behavior of your guest until they are sober i.e. (they get in an accident on the way to their home)

SIGNS OF INTOXICATION:

Fumbling

Change in Speech Volume or Pace

Slurred Speech

Red Eyes

Decreased alertness

Remember: It is always illegal to serve alcohol to anyone under the age of 21!

If you don’t know the member or guest and are unsure of their age be sure to ID them.

BAR TRAINING

DRINK PRESENTATION:

A drink served to a member must be appealing; the ingredients are only a part of the whole experience. The enjoyment of drinking comes not only from just the taste, but the whole presentation of a drink Some factors that influence a member’s experience are listed below. As a server or bartender you are expected to know and follow these rules.

PROPER GLASSWARE

Clean, polished and free of chips (Please watch for hard to remove lipstick!)

Always present beverage with a beverage napkin.

POUR MEASURES

Make sure to know the appropriate amount of alcohol needed for each variety of drink, ex. On the rocks, with a mixer, tall drinks, etc.).

CONSISTENCY

It is crucial that all servers and bartenders pour the same amount of alcohol for the same drink. This way the member will know what they will receive the same drink each time they order.

GARNISHES

Know which garnish is required for each drink

STRAWS

All mixed drinks, besides on the rocks, should get a sip straw, tall drinks should get a large straw

RE- ORDERS

All re-orders should be served in a new glass, unless requested by the member The only exception is when you are serving a bottle of the same wine to a table. If you are serving another variety of red wine, you must change out the glassware

Check back with the member or guest after a drink is served to make sure it is satisfactory and when the drink is low enough to inquire about a refill

Lastly, every drink should be served with a smile

BAR TRAINING

MIXING METHODS:

There are four traditional mixing methods that have been used by bartenders for years You will use all of these methods to mix drinks at our club.

BUILD ON ICE

This is the fastest method. It is used in highballs and on the rocks drinks. Simply fill the glass with ice; pour the alcohol in first, followed by any non-alcoholic mixer that is required (ex. Vodka Tonic), if on the rocks, there is no mixer, and an additional amount of alcohol is required

STIR AND STRAIN

This method is used primarily for the martini Simply fill the martini shaker half full of ice, pour in the alcohol first, followed by the non-alcoholic mixers. Put the plastic tip of the bar spoon into the drink and stir three to six times. Then strain the mixture into a martini glass.

SHAKE AND STRAIN

This method is used for tall drink: cream drinks, martinis, and any drink made with sweet and sour mix. Simply fill the mixing glass, or shaker half (½) full of ice, pour in the alcohol first, followed by the non-alcoholic mixers Securely place the lid and top on the shaker, invert and shake eight to ten times. When shaken correctly you will see frost forming on the outside of the glass or shaker. Remove the mixing tin and place the strainer on the mixing glass and strain the drink into the glass If making a tall drink you may have to add some more ice to the glass. A faster method is to “shake and pour”. This way is much faster for tall drinks and when using sweet and sour mix, great for bloody Mary's and margaritas. With this method the drink and ice are poured out of the mixing glass into an empty serving glass You would need to start this process with a little more ice This method cannot be used for “up” drinks.

BLENDING

Any drink that can be shaken can be blended by putting the ice and drink into the blender. The rotor blender is used to mix the drink in the same manner as the shake and strain method. The bar blender of course is used when a frozen drink is ordered Frozen drinks should give the drink the consistency of slightly finer than a snow cone.

BAR TRAINING

GLASSWEAR & RECIPES

HIGHBALLS

Highballs are the most often ordered drinks. The ingredients are poured directly over ice with no mixing required. The liquor will stay on the bottom of the drink with the filler on the top. Fill these drinks to a fourth (¼) inch from the top of the glass and serve with a sip stick You will serve many call brands in this family of drinks.

SALTY DOG (SALT RIMMED GLASS)

1½ oz Vodka

2 oz. Grapefruit Juice

BLOODY MARY

1½ oz. Vodka

2 oz. Bloody Mary Mix

Garnish: Lime Wedge & Olive

GREYHOUND

1½ oz. Vodka

1 oz Grapefruit Juice

SCREWDRIVER

1½ oz. Vodka

1 oz. Orange Juice

BAY BREEZE

1½ oz. Vodka

1 oz. Cranberry Juice

1 oz Pineapple Juice

CAPE COD

1½ oz Vodka

2 oz. Cranberry Juice

Garnish: Lime Wedge

FUZZY NAVEL

1½ oz Peach Schnapps

2 oz. Orange Juice

HAIRY NAVEL

1½ oz. Vodka

½ oz. Peach Schnapps

2 oz Orange Juice

HARVEY WALLBANGER

1½ oz. Vodka

2 oz Orange Juice

Top with Galliano

MADRAS

1½ oz. Vodka

1 oz. Cranberry Juice

SEA BREEZE

1½ oz. Vodka

1 ½ oz. Grapefruit Juice

½ oz Cranberry Juice

TEQUILA SUNRISE

1½ oz Tequila

2 oz. Orange Juice

Top with Grenadine Around the Rim

BAR TRAINING

MARTINIS AND MANHATTANS:

Some people believe the true measure of a professional bartender is their ability to make a proper martini. Here you will find the traditional methods of a martini. Martinis, Manhattans and Rob Roy’s all fall into this family of drinks. Martini drinkers can sometimes be called the fussiest of drinkers and usually know exactly how their drink should be made Martinis can be made by the stir and strain method, or by the shake and strain method The build on ice method is used for martinis ordered on the rocks Always remember when making a martini up, to chill the glass first This is done beforehand with ice and water to chill the glass. The trend today is towards a drier martini. This means less vermouth is used. We have found that vermouth is not even wanted in most martinis ordered today. Vermouth is an aperitif wine, which is available, both sweet (red) and dry (white). Also, a martini made of just vermouth on the rocks is not unheard of. A dirty martini is made with olive juice. It is poured into the martini for added flavor and color Usually only a few drops is required You will find that the customer will let you know their preference of how much olive juice is to be added The martini drink is often a before dinner drink and usually a call brand is requested A Beefeater’s on the rocks or an Absolut up are frequently requested

CHOCOLATE MARTINI (HERSHEY’S CHOCOLATE RIMMED GLASS)

Chocolate Vodka

Crème de Cacao

Godiva White Chocolate Liquor

Bailey’s

Half & Half

MANHATTAN

1 oz Sweet Vermouth

1 oz. Whiskey or Bourbon

Dash of Bitters

Garnish: Cherry

OLD FASHIONED

Dash of Bitters, Cherry, 1 Sugar Packet, Orange Slice-Muddled

1 ½ oz. Whiskey or Bourbon

½ oz Sweet Vermouth

Garnish: Cherry

ROB ROY

1 oz. Sweet Vermouth

1 oz Scotch

Garnish: Cherry

COSMOPOLITAN

1 ½ oz. Vodka

½ oz. Triple Sec

Splash of Lime Juice

Splash of Cranberry Juice

Garnish: Lime Wedge

BANANAS & CHOCOLATE MARTINI

Vodka

Crème de Cacao Dark

Crème de Banana

Half and Half

Garnish: Chocolate Swizzle Stick

MOJITO

Packet of Sugar, Splash of Fresh

Lime Juice, Mint Leaves-Muddled

1 ½ oz. White Rum

Top with Club Soda

BAR TRAINING

TALL DRINKS:

Tall drinks can be the most difficult to memorize, as some do contain up to seven (7) different ingredients Most tall drinks are more popular at resorts and nightclubs. There are a few listed below that you might need to know for bartending at our club. These drinks must be hand shaken or blended. When topping drinks with Sprite or Coke, do so after shaking the drink to prevent loss of carbonation

TALL DRINK NOTES:

Always shake tall drinks

Tall drinks get tall straws

Most of these drinks get topped with Sprite or Coke

FROZEN PINA COLADA

1 ½ oz. Light Rum

1 ½ oz Pina Colada Mix

Blend with One Full Glass of Ice

Garnish: Whip Cream and Cherry

LONG ISLAND ICE TEA

½ oz. Vodka

½ oz. Gin

½ oz Rum

½ oz. Tequila

½ oz. Triple Sec

2 oz Sweet & Sour Mix

½ oz. Coke

Garnish: Lemon Wedge

1 ½ Light Rum

3 oz Strawberry Daiquiri Mix

½ oz. Sweet & Sour Mix

Blend with One Full Glass of Ice

Garnish: Whip Cream and Cherry

TOM COLLINS

1 ½ oz Gin

3 oz. Sweet & Sour Mix

½ oz. Sprite

Garnish: Orange and Cherry

VODKA COLLINS

1 ½ oz Vodka

3 oz. Sweet & Sour Mix

½ oz. Sprite

Garnish: Orange and Cherry

FROZEN STRAWBERRY DAIQUIRI (SUGAR RIMMED GLASS)

BAR TRAINING

SOURS AND MARGARITAS:

These drinks are prepared with an alcohol and Sweet & Sour mix Sweet & Sour mix may also be called sour mix Separate Collins, daiquiri, and margarita mixes are not needed. Any drink using Sweet & Sour mix must be shaken or blended for a consistent, foamy, and good tasting drink. Sours may be served “up” in a cocktail glass when blended or on the rocks in a highball glass A frozen daiquiri or Pina colada looks nicer served in a wineglass or a martini glass.

AMARETTO SOUR

1 oz. Amaretto

2 oz. Sweet & Sour

Garnish: Cherry

MARGARITA (SALT RIMMED GLASS)

1 oz. Tequila

1 oz. Triple Sec

Splash of Lime Juice

2 oz. Sweet & Sour

TWO OUNCE COCKTAILS:

DAIQUIRI

1 oz. Light Rum

2 oz. Sweet & Sour

WHISKEY SOUR

1 oz. Whiskey

2 oz. Sweet & Sour Mix

These straight alcohol drinks are most popular in bars and restaurants. They consist of a minimum of two ounces of alcohol, and some have a splash of cream, lime juice or soda These drinks are poured on ice like highballs It is very important that the rocks glass be filled completely with ice, so the level of the drink is within a ¼ inch from the top of the glass. The bartender should pour the lighter alcohol first, followed by the heavier alcohol. As a general rule, the higher the proof, the lighter the alcohol

BLACK RUSSIAN

1 ½ oz. Vodka

½ oz Kahlua

RUSTY NAIL

1 ½ oz Scotch

½ oz. Drambuie

GIMLET

2 oz. Gin

Splash of Lime Juice

Garnish: Lime Wedge

WHITE RUSSIAN

1 ½ oz Vodka

½ oz. Kahlua

Splash of Cream

VODKA GIMLET

2 oz. Vodka

Splash of Lime Juice

Garnish: Lime Wedge

BAR TRAINING

AFTER DINNER DRINKS:

Coffee drinks are very easy to prepare. Each drink will contain a total of 1½ ounces of alcohol. Any liquor or liqueur ordered with coffee should be a 1½ ounces pour The correct mug is the Irish Coffee Mug for all hot drinks These mugs are available at each of the bars Hot coffee drinks are usually served with a whip cream garnish. Always serve a spoon and a napkin with hot drinks.

The mixing of different temperature liquids will leave your coffee drink only slightly warm So to fix this problem you will need to pre-heat your coffee mug. You can do this by filling your coffee mug with hot water and let it sit for 30 seconds. Pour out the water and then fill your mug with your liquids.

Brandies and Cognacs are very popular as after dinner drinks. Cognac is simply brandy that was produced from grapes grown in the Cognac region of France. Brandy is served “Neat” in a pre-warmed brandy snifter.

The standard pour of brandy is 1 ½ ounces An easy way to judge your pour when pouring a glass of brandy into a snifter is to put the snifter on its side, fill the glass until the liquor reaches the lip of the glass.

Cream drinks are also a great after dinner drink. They are very sweet and creamy and generally contain a total of 1 5 ounces of low proof liqueur Liqueurs are usually very sweet, colorful and have a descriptive flavor. Their alcohol content is usually in the 40 to 60 proof range. Proof is twice the alcohol content 30% proof = 15% alcohol. By law, a liqueur must have a sugar content of at least 2.5%. Cream drinks must be shaken or blended to produce a well-mixed drink These days half and half is always used instead of cream

All cream drinks can be made with ice cream. Use one large scoop of ice cream in place of the cream, and blend in the blender until the drink has a milkshake consistency. Cream drinks are usually served in a martini glass Cream drinks may occasionally be ordered on the rocks

BAR TRAINING

AFTER DINNER DRINKS CONTINUED:

BAILEY’S AND COFFEE

1 ½ oz. Bailey’s Irish Cream

Fill with Hot Coffee

GRASSHOPPER

1 oz. Crème de Cacao Light

1 oz. Green Crème de Menthe

2 oz. Half & Half

IRISH COFFEE

One Packet of Sugar

1 ½ Irish Whiskey

Fill with Hot Coffee

NUTTY IRISHMEN

1 oz Bailey’s Irish Cream

½ oz. Frangelico

Fill with Hot Coffee

BRANDY ALEXANDER

1 oz. Crème de Cacao Dark

1 oz. E & J Brandy

2 oz. Half & Half or Ice Cream

Garnish: Nutmeg

KEOKE COFFEE

½ oz. Crème de Cacao

½ oz. Kahlua

½ oz. Brandy

Fill with Hot Coffee

MUDSLIDE

½ oz. Vodka

½ oz Bailey’s

½ oz. Kahlua

½ oz Half & Half

TUMBLE WEED

1 oz. Kahlua

½ oz Crème de Cacao Light

2 Scoops of Ice Cream

Garnish: Nutmeg

BAR TRAINING

BEER:

Simply put, beer is fermented; hop flavored, and malt sugared liquid. The basic ingredients of beer are water, malt, hops, and yeast The major variation in beer is the type of yeast used to ferment the product

Water comprises more than 90% of beer. In the past, the mineral content of water influenced greatly the flavor of the final beer and was specific to the region of the earth from which it came. Today, almost any water can be chemically adjusted to create the exact style of beer desired, although pure water supplies are still prized greatly.

Barley is a basic cereal grain not particularly good for milling into flour and making bread or bakery goods

But it is great for beer. There are three major types of barley; the number of seeds at the top of the stalk differentiates them. Barley seeds grow in two, four and six rows along the central stem. European brewers traditionally prefer the two-row barley because it malts best and has a higher starch/husk ratio than four or six-row barley. Brewers in the US traditionally prefer six-row barley because it is more economical to grow and has a higher concentration of enzymes needed to convert the starch in the grain into sugar and other fermentable.

Malting: Barley must be malted before being used to brew beer. Malting is a process of bringing grain to its highest point of possible soluble starch content by allowing it to sprout roots. It is at this point that the seed is rich in the starch it needs to use as food for growth The grain is heated to a temperature that stops the growth process but allows a natural enzyme, diastase, (which converts starch into sugar or maltose) to remain active. It is this sugar or maltose that the yeast metabolizes into carbon dioxide and ethyl alcohol. Some of the malted barley is or can be heated at a higher temperature to roast it The roasted, malted barley imparts characteristics that add flavor to the beer. The degree of roasting determines the color of the beer and the greatest roasted, malted barley will impart its roasted flavor to the beer.

BAR TRAINING

BEER CONTINUED:

Hops are a flowering vine whose flowers are used as a preservative and for their essential oils that add flavor (bittering hops) and aroma (aroma hops) to balance the sweetness of the malt. Usually dried before use, the bitter flavor of the hops is extracted during the boil The aroma is provided by aroma hops whose essential oils provide the aroma. Each variety of hops has its own distinct flavor and aroma profile.

ALE BEER

Yeast is the most essential, yet least understood aspect of brewing beer. The yeast is there to convert the sugars in the wort into alcohol. The first stage of this process is called the "lag" phase, marked by the breaking of proteins into their constituent amino acids The ferment then enters the "respiration" phase, where the yeast absorbs oxygen and reduces the pH of the wort, so that it becomes acidic and anaerobic. The yeast breaks down the glucose sugars into carbon dioxide, water, and pyruvic acid Pyruvic acid later becomes alcohol. Yeast cannot ferment all sugars, which is why beer still has a sweet taste at the end of the ferment. The strain of yeast will impart its own flavor although malt and hops are the main flavor components. Yeast that adds little in the way of flavors is usually described as having a "clean taste". Yeast produces three metabolic by-products that affect beer taste: phenols - spicy or clove like taste or medicinal taste; esters - a fruity taste; Diacetyls - a butterscotch or "woody" taste The presence of any of these flavor components depends largely on the style of beer being brewed. Much depends on individual palates and the effect the brewer is aiming for Ale yeast ferments at the "top" of the fermentation vessel, at a higher temperature than lager yeast and work quicker. (Ale at 60°-75°F) The average fermentation for ale yeast is 7-8 days. Ale yeast produces byproducts of fermentation called esters, the "flowery" aromas of apple, pear, pineapple, grass, hay, plum, and prune that are characteristic of ale.

LAGER BEER:

Lager, (lagern) the German word for "to store", is an excellent description of a beer kept in a cold dark place for 30 days or more. Lager yeast works best at a temperature around 34°F, ferments at the "bottom" of the fermenting vessel and works slowly. Lager yeast produces fewer aromatics than ale yeast and, as a result of the lack of esters, allows the aroma of the hop to be prominent, complementing the sweet flavor of the malt.

COOK TRAINING

FUNCTIONS & RESPONSIBILITIES:

ALL ASSOCIATED MUST:

Be knowledgeable of menu items and able to answer guest questions.

Assume 100% responsibility for quality of products served

Know and comply consistently with our standard portion sizes, cooking methods, quality standards and kitchen rules, as well as policies and procedures.

Maintain up to date certification by ensuring Food Handler Card is current.

Adhere to 2013 FDA Food Code Guidelines.

Maintain a clean and sanitary work station

Prepare items for serving by portioning, cutting, separating and stocking.

Follow proper plate presentation and garnish set up for all dishes

Handle, store and rotate all product properly.

Open and close kitchen properly and assist others in opening/closing if necessary. Attend all scheduled associate meetings and engage in discussions for ideas and improvements.

Perform other related duties as assigned by Supervisor or Chef.

ADHERING TO THESE FUNCTIONS AND RESPONSIBILITIES IS VITAL TO OUR SUCCESS:

This will allow us to deliver on all four (4) of the quality standards represented by FiveStar Lifestyles

Safety– Following procedure and best practices will ensure your safety as well as the safety of our members and guests.

Personalized– Products will be created exactly to the members’ expectations.

Proactive– We will eliminate quality issues and mistakes.

Consistency– We ensure that the member will receive a great product and experience

COOK TRAINING

SKILLS TESTS

Loch Lloyd Country Club will be instituting this policy for Sous Additionally, new hires will each have a similar station (Saute, Grill, Fry, Garmo) validation procedure post day 5 of training which will test menu and recipe knowledge, plating, cooking procedures and sanitization standards Testing for current employees will similarly occur bi-weekly.

LEAD

COOKS/SOUS SKILL TESTS: (TO INCLUDE BUT NOT LIMITED TO)

Cookery: Station by Station menu item (to be chosen by Chef) execution from start to finish, including final plating and garnish Butchering techniques, baking skills, and recipe execution will also be included

Ordering: Knowledge of par levels, points of contact, shelf lives of product, one on one cross varication of order with Chef.

Recipes: This is an in-depth examination of Menu and Recipe knowledge. Format will be a written test

Expo: One on One review with Chef to identify proper plating, time standards, communication skills, and general organization.

If there is a failure in a skills test, Sous must revalidate with chef within 5 days to ensure proficiency. Cooks must pass menu/recipe/station test and attain adequate proficiency in station cooking procedures before being scheduled on a specific station. Revalidation of skills can similarly be examined within a 5 day period. Consecutive failures in a skill test will result in disciplinary action TBD

COOK TRAINING

FOOD TEMPERATURE TRAINING:

It is crucial that we are conducting line checks before every service to ensure proper temperature control. We are obligated to avoid the danger zone to ensure associate and member satisfaction

COOK TRAINING

FOOD STORAGE DATING & ROTATION

Ready-to-Eat Foods

Fully Cooked Foods

FIRST IN FIRST OUT METHOD:

Fish, Eggs

Raw Seafood, (Sirloin, Ribeye, T-Bone)

Raw Steak (Bacon, Pork Chops)

Raw Pork (Hamburger)

Always refer to the "received on" or "prepared on" date and use the oldest products first as long as the "use by" date has not passed. If the "use by" date has been passed, notify the Kitchen Leader and discard the all the product in the container FIFO means to always stock older product on top or in front of the new product so the older product is most accessible and is used first

Dating labels are essential to assist associates with properly rotating food. Every product that is prepared receives a food label

Raw Ground Meat (Chicken, Turkey, Duck)

WHAT TO WRITE ON THE LABLE:

Name of product

Date prepped

Initials

Raw Poultry

COOK TRAINING

COOLING PRODUCTS

DAILY COOLING:

After each shift there are hot products that must be properly cooled down and stored. Hot products must be covered and vented to prevent spoilage Without proper venting, steam will continue to heat the product and it will take approximately twice as long to cool down. This causes the product to stay in the temperature danger zone (40°-140° F) too long and dramatically increases the chances of bacteria growth, contamination and spoilage.

Containers that are covered with foil can be vented by carefully placing a hole about the size of your thumb in the foil on each side of the pan BE SURE that no foil comes in contact with the product This can cause product to become discolored and possibly spoil. Products that are stored with lids can be vented by placing the lid in a crooked fashion across the top of the container

In addition to venting hot products, also make sure there is enough cool air surrounding each container. There should be at least two (2) inches of space between each container to allow cold, circulating air to surround all sides of the container and cool the product down in the shortest amount of time possible.

LARGE BATCH COOLING:

Large quantities of certain products such as soups, baked beans and chili will take a long period of time to cool down. Because of the density of these products, they will remain in their danger zone too long, which increases the chances of spoilage, contamination and a decreased shelf life.

Additional steps must be taken to cool these products at a faster rate by using an ice bath. Fill a sink with ice and place the product in the largest and shallowest metal pan available Put the pan on the ice for around 45 minutes while stirring occasionally. After the 45 minute period, remove from the ice, transfer to the proper storage container, then label, date and rotate and place in the walk-in

Remember all products must be properly cooled down before they are placed in the walk-in!

COOK TRAINING

CONTROLLING WASTE:

In order for our clubs to be successful, we not only have to serve great food and deliver outstanding service but we also have to control our costs. Controlling costs is everyone's business and responsibility.

Here are some of the ways you can help to control costs and reduce waste:

Rotation

Improper rotation is a double-edged sword When products don't get dated or aren't rotated properly they are more often subject to spoilage Even worse, improper rotation increases the risk that we might serve something less than fresh, high quality food, which could mean a dissatisfied (or even sick) guest. Always label, date and rotate!

Portioning & Measuring

Always use the correct portioning and measuring tools (scoops, ladles, spoons, cups, scales). Don't over or under portion. Consistency is the name of the game!

Maximize Product Yields

Always get as much as possible from all produce, cans and jars. Be careful not to send good, usable product to the trash can

Product Storage

Always follow proper cool down procedures. Not cooling down products properly before placing them in the walk-in can cause spoilage. Cover products properly to keep them fresh and good tasting.

Scraping

Always use a rubber scraper (spatula) on cans, jars, containers, etc., to get it ALL! This is a low margin business and those small amounts of product worth pennies, nickels and dimes add up to big dollars over time.

COOK TRAINING

PORTION CONTROL:

Portion control is essential for the club Good portion control will result in aiding profitability and good volume in business.

Almost everyone has felt the panic of running out of food Usually good portion control techniques can help avoid running out of food.

What is portion control? Portion control is a standard size portion for each single serving.

Here are some ways to assure portion control:

Scales – You can use scales to weigh meats, cheese and fish

Scoops – Scoops come in all sizes, such as #8, #10, and #16. Knowing what these numbers mean will help you decide which one to use

Ladles – These are handy to use when serving soups, gravies or sauces. The number of ounces for each ladle is usually printed on the handle.

Your reward for following correct portioning control is an end to complaints about someone else’s portion being larger. Chances are you will not need to worry about running out of food and having to make something else up quickly But best of all, you reap the rewards of helping save your club money and tension

ACKNOWLEDGMENT OFFOOD&BEVERAGE PLAYBOOK

I recognize a virtual copy of the Food & Beverage Playbook was provided to me during onboarding as well as staff training and physical copies can be found in the Food & Beverage Office, Chef’s Office and Human Resources. These resources can be requested at anytime.

I understand this is a guide for policies and training and, as an associate of Loch Lloyd Country Club, it is my responsibility to abide by the rules and regulations stated in this playbook.

If I have any questions, I will refer to direct leadership.

Signature Date