HOST /HOSTESS SERVICE MANUEL

Introduction:
Welcome and congratulations on your employment at 1826 Restaurant & Lounge. As the first person the guest encounters in our establishment, you will play a key role in the overall experience of diners. We take great pride in our excellent food, service, and environment. We can only maintain our high level of service through commitment of our dedicated employees. You have been selected to join our team because we feel you share this commitment to delivering professional, exemplary service to our guests. In the following guide, you will find the necessary information to help you provide our guests with wonderful experiences. We believe our success is determined by our capable staff: through both hands-on training and the information in this guide you will find the resources to provide memorable service.

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Host/Hostess Function and Responsibilities:

1. Interactions with Guests and Service Responsibilities Interacting positively with guests is our primary concern as hosts. Many of the various situations you will encounter with guests are elaborated on later in the manual. Below you will find a summary of the basic elements of your role. o Welcoming guests and creating an inviting impression o Honoring special requests and guest occasions o Interacting with guests who do not have a reservation politely o Answering calls attentively and providing excellent service over the phone during dinner hours o Dealing with any guest issues in a way that that calms the guest o Updating seating plan for the evening as events change during serveice: i.e. anticipating table assignments, preparing group tables. o Communicating with other hosts/hostesses so everyone is on the same page.

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2. Reception Responsibilities Reception duties are everyones responsibility. These duties include: o Retrieving voicemails and emails o Creating a reservation report and blocking sheet for both kitchen and management o Forwarding any special information to our Chefs o Printing Nightly sign-in sheet for IPADS o Setting up our environment: flower maintence, bathrooms, music o Unlocking Elevators forwarding phones when away from desk o Imputing server table assignment At the end of each shift, the primary duty will be to complete the nightly report and email to all management. This responsibility will be explained more in hands-on training.

Personal Appearance and Dress Code

The image you present is a reflection of our image. At 1826 Restaurant & Lounge every detail of the restaurant appearance was thought out. As such we wish to give this impression with our personal appearance as well. Makeup should be polished and elegant. If possible hair will be worn down and styled. If not possible it will be neatly tied back. Uniforms are provided. They are to be kept in a pristine condition and worn into work each day. Undergarments should not be visible. Appropriate footwear is a Black flat or Black wedge. Sandals are not permitted. If your uniform consists of a dress sheer black hosiery should be worn. Hosiery should be free of snags or rips (you should keep an extra pair on hand for this reason). Many guests will call to ask about our dress code. We consider our restaurant to be Smart casual. NO: Sleeveless tops for men i.e. Tank tops Beach attire/Wet clothing

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 Flip flops Shorts (women may come in shorts paired with heels etc. in an elegant manner)

Interacting with the Guest

1. Service (Complete Steps of Service( SOPS) are in your hiring packet) There are several components to guest interactions. The first is greeting the guest, which should be done in a warm friendly manner. We always use formal addresses, i.e. Good evening sir and give the guest a moment to identify him or herself. If they do not say anything initially, you can invite the guest by asking Will you be joining us for dinner tonight? No matter how busy or fully committed we are each guest should be treated as if they are a VIP. You never know who they are Some other points to consider: o Children 1826 Restaurant & Lounge accommodates children. While the menu is large we do not have dedicated TO Be Discussed childrens menu. We also do not offer high chairs.

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Always make note on reservation if guest mentions a child will be dining. Also encourage an earlier seating due to the volume of guests that come at later seatings as well the noise level of the music later in the night. Lost and Found Guest often forget personal items and credit cards. If someone turns in such item to you the first step is to try to contact the guest by phone. If guest cannot be contacted follow the Lost and Found Procedures posted and turn item into manager. Escorting guests We escort all guests at all times. When bringing guests to the table walk in time with them leading slightly. Present table and pull out chairs for ladies or eldest whichever is applicable. If possible escort guests to restroom. Offer scarfs, purse hooks if necessary. Partial seating If a guest arrives as part of a larger party but are not complete, we kindly ask that they join us at the bar while they wait for the rest of the party to arrive. We let them know that we will direct the rest of their party to join them at the bar. In most situations we avoid seating an incomplete party since it is poor use of the table. (This is not explained to the guest though) Guests whose resevation cant be found There will be times when a guest arrives and their reservation cannot be found in the reservation system. There are many reasons this could occor besides the guest not actually having a reservation. Errors can be made with date, time and guest name. Because of this, rather than tell the guest they do not have a reservation, we try to understand with whom they made the reservation and when. In every occasion possible we accommodate the guests as if they did have a reservation. We do this without explaining the error to the guest. We dont want to

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advertise we are not in control of the reservations at all times. This reflects negativeliy on everyone. o Gratuities At times we may be booked to full capacity. Guests may try to buy a table. We do not sell tables. However if a guest feels we gave exemplary service they may tip you. We do keep these tips. They are split among the Host staff at the end of the shift. 2. Walk-in and Waitlist Guests In addition to having false reservations that are difficult to locate, we also have many guests who walk in and wish to join us without a reservation. On very busy evenings, it may be harder to accommodate these guests, but they should never be turned away or trusted with any less service than a guest with a reservation. Below are some key points to remember: o Estimating Wait Times It is very important to be careful NOT to give a time quote for table availability. It is important that we let our guests know we would be happy to accommodate them and we will take them as soon as we have the table available. If you give them exact times they will come back to the host stand at that time and then become impatient when there table isnt available. o Bar Seating We offer both our full menu and a lounge Menu at the bar. Please also let guest know that bar seating may be available. Also in order to keep impatient guests happy you can offer that they could join us for a cocktail and appetizer at the bar to begin their dining process, while we wait for there table to become available. Please note we cannot reserve bar seating. Bar seating is first come first serve. o Correct Verbiage Waiting is something, which irritates most guests. It is very important to remember to speak with guest in

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a compassionate, concerned tone, even when they become persistent and annoyed. Appropriate ways to deal with guest: Sir/Madam we do apologize for the wait this evening, we are running just a few moments behind We believe honesty with our guests is better the misleading them with consolations. Do not tell a guest their table is being set if its untrue. It is worse to say this and comfort them momentarily, then end up having an additional wait. We leave a negative impression. And begin to lose the guests trust. o Accurate Guest Descriptions On busy nights when we find it necessary to send guests to the bar while they wait for table it is very important to write an accurate description of the guest. We do this so any other hostess will recognize the guests should they need to escort them to their table. Without a description it can be very difficult to distinguish different parties at the bar.

3. Celebrities/VIPS/Special Occasions
o Honoring these guests and reserving their table When looking at the book before service, one of the first things we do is identify if we have any VIPS or special requests. Celebrities will always be accommodated, with or without a reservation. Celebrities should be given a private table unless otherwise noted so they are never made to feel uncomfortable. VIPS should be accommodated as well as given the best available table. o VIP Guest Notes

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When a VIP guest arrives the host/hostess prints out 3 or 4 copies of the guests notes. These notes are handed to the server. It is then the servers responsibility to give these notes to the Sommelier, Manager, Chef and Pastry is it is dessert related.

4. Types of Guests
The Assertive Guest: This guest must be handled in a courteous and business-like manner. Kindness and politeness can often change him into a steady and appreciative customer. The Specific Guest: This is one of the hardest guests to please. Try to stay one step ahead by learning (and noting) the things that irritate him. Be sure everything is just right before seating the guest. Remember all the little things this guest likes, even if they may seem trivial to the average person. The Over-Familiar Guest: Be courteous and dignified, and avoid long conversations. Keep in mind that other guest may be waiting near by may find it rude that you are having an overly social conversation with another guest. The Single Diner: Dont call attention by asking if they are alone. Seat near other guests and remove extra setting right away. The Challenging Guest: Dont let this guest draw you into an argument. Always speak in a calm voice. Do not antagonize the guest. Refuse to participate in criticism of management, the establishment, or other personal. 5.

Customer Complaints

When dealing with an upset guest use the following to guide your response: o Apologize to the guest

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o Do not become immediately defensive. Give your undivided attention and ask for clarification on any unclear details o Thank the guest for bringing issue to your attention o Tell guests what action you plan to take. o Follow through with that action o Check back to see that the guest is satisfied with solution o Notify manager of situation 6.

Diplomacy and Tact

Because your position at the door is semi-stationary, guests will look to you to solve problems: i.e. lost items, questions about the wait, their seating arrangement, etc. No matter how busy you are, each guest must be treated with sensitive concern. Tact and diplomacy under pressure is a skill essential to your success. Your ability to remain calm in the face of challenges will help to eliminate the stress encountered in our job. Many guests will ask to speak with a manager; this is always an option but you can often solve problems just by listening to the guest and hearing them out.

Taking Reservations During Service

During our service we receive many calls to book reservations. When we have several guests at the host stand and the phone is ringing it can get quite busy. Callers are future guests, so should be given quality service. Some Guidelines: 1. Always answer the phone with the proper greeting. Good Evening, 1826 Restaurant & Lounge. This is Ann. 2. Always let the caller speak before you ask to put them on hold. Always use proper verbiage when placing a caller on hold. May I place you on a brief hold

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3. Never tell a caller we do not have any tables. Instead say that we are fully committed and suggest times that we do have available. Also let them know that both a lounge menu and full dinner menu is served at the bar first come first serve basis. 4. Never pass on another employees personal information such as phone, email, and work schedule. It is acceptable to give a managers work email. If a guest is insistent take their information and have manager return their call. 5. Requests from area concierges should be taken with great care we should try our absolute best to meet these requests. A good majority of reservations come from these concierges. They are a huge part of our business. This is why it is very important to keep concierge information up to date and note on the check when a certain concierge has made reservation. 6. If someone is asking to speak to a manager but not asking for a specific name, ask the caller what it is regarding. This is because each manager has individual responsibilities and you want to direct to the message appropriate person 7. If the caller is asking for a manager by name, please ask the name of the caller before transferring the call so that you may announce them to the manager. If the manager is not available, ask if you may assist them or if another manager can help. 8. Staff members may not receive personal calls unless it is an emergency. 9. If someone calls about employment they may go to the website and click the careers tab.

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Advance Preparations and Special Concerns

Many of our guests plan to have their events with us weeks in advance. In addition, we often host parties, which require special attention or preparation before the guests dine. It is important to have a working knowledge of some of these special circumstances as well as ready yourself for possible questions from callers.

1. Credit Card Authorization

If a guest calls and would like to either pay for their dinner in advance or pay the check for another party, we have a procedure which ensures the transaction is secure and professional. 1. Ask guest for their reservation details and their email address 2. Send The guest our Credit Card Authorization form via email using the Credit Card Authorization template WE NEED THEM TO FAX US: Photocopy of credit card Back & Front Photocopy of their drivers license The completed Credit Card Authorization form These requests are listed in the template

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3. When management has notified you of receipt of Authorization you can then add guest specific notes on there reservation and notify guest via a personalized conformation email **At all times we will follow the proper handling of guests credit card information. Guests may not email their Credit Card information to us. Please refer to separate Credit Card Handling Procedures

For parties of 8 or more w require a Credit Card Authorization form. Follow steps above. If it is a request for a party of 12 or more forward their contact and reservation information to manager for approval and/or special menus.

2. Large Parties

3. Cake Ordering

Cakes can be ordered 72 hours in advance. Guests should be emailed the cake order form. Always add any information to reservation and pass notes onto pastry Chef ASAP.

4. Allergies and Intolerances

Gluten Intolerance and Coeliac: Gluten is a protein found in wheat, barley and rye. Gluten free flours include rice flour, tapioca flour, potato flour, corn flour, corn meal, gram flour, teff flour and buckwheat flour. Coeliac disease is caused by intolerance to gluten. Halal Foods: Halal is an Arabic term meaning permissible relating to foods, which are permissible to eat under Islamic law. Halal meat must have been slaughtered in a particular way. Pork and pork byproducts (including gelatin) and alcohol are not allowed to be consumed under Islamic law.

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Our meat is not Halal therefore if somebody requires a Halal meal the will have to order vegetarian or seafood options. Generally we are unable to order Halal meat. However you may check with the chef. Kosher Foods: This means fit to be eaten by Jews. There are specific rules covering the preparation and consumption of food. Some of these state that: All animals must have cloven hooves and chew the cud Poultry must be slaughtered in a particular fashion Sea creatures must have fins and scales (i.e. no shellfish) Milk and meat shall not be mixed in one meal Some of our Jewish guests are not strictly adhering to some of these rules and they should be able to eat most items on the menu aside form pork and shellfish. Always check with each guest that mentions an allergy and try to get specific information. It is our goal to make each of our guests feel confident in our ability to prepare food that is safe for them to eat and follows their specific religious restrictions. It is EXTREMLY important that the Chef, server and managers all receive copies of allergy notes before service. If you require specific information regarding food preparation and /or ingredients refer to Menu Matrix or consult the Chef.

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Menu and Restaurant Knowledge

1826 Restaurant & Lounge Kitchen Hours: Sunday-Thursday 6:00PM-11:00PM Lounge Menu Available from 6:00PM-12:00AM on 3rd & 4th Floors Friday & Saturday 6:00PM-12:00PM Lounge Menu Available from 6:00PM-12:00AM on 3rd & 4th Floors 1826 Restaurant & Lounge Nightlife Hours: Sunday-Thursday CLOSED Friday-Saturday 10:00PM-UP TO 5:00AM * Guests who purchase tables will have a small menu of snacks available them for additional purchase Service Charge A 18% service charge is added to ALL checks Gift Cards Can be purchased at restaurant or at 1826collins.com Average Spend The average per person check average is $70.00.

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Corkage Fee If a guest choses to bring their own wine we charge a $35.00 corkage fee per bottle. There is a 2 bottle maximum regardless of the party size. A Magnum is $60.00 and only one is permitted per party. Florida law prohibits guests bringing their own liquor. Cake Cutting Fee If a guest choses to spend the special day with us we chose not to charge them extra for their cake. Music DISCUSS TERMINOLGY

Food Type Contemporary American 1826 Restaurant & Lounge Designers ADD Art Work ADD Parking

Additional Items to Add When Available Floor Layout with table capacities Sample Blocking Sheet Sample Nightly Report Opening/Closing Checklist Important Names/numbers Log-in instructions for phones computers, reservation system, email, voicemail Menu Matrix

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 Step by step Guide for use of host templates and their location in computer BIOS

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