Oriental Hospitality Consultants – OrientalHospitality.

com
……………………..RESORT & SPA
Food and Beverage Induction
F&B Handbook
Dear colleague, On behalf of our entire F&B team I would like to welcome you as
our latest new team member. We are proud to have you on our team and we hope you
will have a great time here at the ………. & Spa at ….. Over the last couple of weeks, our
team has been expanding rapidly, and all hosts will have a chance to get to kno
w each other in a new environment. As this resort is build entirely new, most of
the set-up is new and might not be ready at this stage, but we ask for your hel
p in completing all works so our job will be easier and more fun. The …………..s Food and B
everage Team is one of the largest operations within the resort and therefore we
need to keep the communication flowing and most important of all, we have to be
a strong, confident and fun team. This induction booklet gives you a brief over
view on our department and can hopefully be of help to you if you need to know a
nything. Of course, the door of my office is always open to anyone, so should yo
u wish to visit me for a chat, a question, concern or recommendation please does
so at any time. As our department will evolve with the times ahead and once we
learn more from our guests, some of the standards or best practices might change
. To be sure you have got the latest set of documents, please check with your su
pervisor if there is an update available. Once again, we wish you a great future
with us and looking forward to a happy, healthy and long-lasting team work!!!!!
Food and Beverage Director
Sunday, January 24, 2010
Index
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1. Departmental goal 2. The base of…………….F&B staff 3. What is the ………. In terms of F&B oper
4. Qualifications of our F&B team 5. Departmental guidelines 6. F&B staff manne
rs and attitude 7. …….. F&B concept 8. Environnemental issues 9. ……..No No’s 10. Operating
language
page 2 page 4-5 page 5 page 6-8 page 9-12 page 13-14 page 14 page 15 page 16 pag
e 17
1. Departmental Goal
It is our aim to exceed our guests dining experiences by far through providing e
xcellent and pro-active service, creative and great food, unique design, small t
ouches and offering customized dining experiences. We stay ahead of our competit
ion and will set the trend for dining not only here in Koh Samui, but also in Th
ailand. We aim for international recognition of our services and will do our out
most best to compete with the best of the best, worldwide.
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Our target for points from the guest questionnaire for service is 95% and cuisin
e 92%. Our food cost target is 32%
2. The Base OfA………………………F&B Team Member
……….. is well known for their unique food and beverage experiences. We do not offer gu
ests dining, we offer guests an experience. Each experience is carefully designe
d so they are unique and that we always exceeds the guest‟s expectations. To do th
is we need a great team, people that love their profession and have a passion an
d respect for the service industry, be it in the kitchen, restaurants or in the
host restaurant. We serve people, 24 hours a day. All our guests are guests, eve
n if they are internal. As we are all humans and therefore can make mistakes, we
should still put extra efforts in to minimize the risks as much as possible as
our department is very visible, meaning guests can see our mistakes easily and i
t is often difficult to recover. We have therefore designed a special customized
training plan for every hosts so you can learn on how to deal with guests in a
professional manner. However, there are a few fundamental guidelines required to
work in the food and beverage industry. Below a few of them;
The Profession
When choosing the restaurant profession, a young individual will find it an easy
and interesting profession, which could create the possibility of earning good
money. It is a very nice profession indeed, but first, you must be aware all the
challenges that this profession offers Continuous contact with people from diff
erent countries and with different cultural and religious backgrounds can make i
t sometimes very hard. Long hours, lots of energy required can sometimes cause m
oments of frustration. However, after a few months of practice, you will see, al
though steps of success will be long, difficult and need 100% commitment, with t
he right attitude you can make it. Nothing is better then finishing a day with t
he feeling you have made other people happy. This feeling should make you happy
as well. And on top of that, you get paid to make people and yourself happy. Wha
t a great profession!
Introduction to the F&B Industry
In recent years, the F&B industry has had to be responsive to change because of
the pressure brought upon it by the rapidly changing society in general. More pe
ople are eating out or are traveling more then ever before. Guests expectations
are therefore very high and will only go up, never go down. Furthermore the indu
stry suffered a great deal due to the Tsunami, birth flu, war in Iraq and many o
ther factors. Food and Beverage Service is a profession on its own which require
s study, practice and continue desire to improve performances. When skills are p
racticed and mastered, the results are observable and measurable to guests, owne
rs, management and mostly to yourself.
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The Food and Beverage department is one of the hardest and most difficult depart
ments within the hotel to work in. We are facing guests every day, not only serv
ing them food but as we also work under conditions of their moods, tastes, expec
tations, likes and dislikes. We are continuously under the magnifier glass as we
could say “Open Play” for guests to praise or criticize us. The only way in which w
e can effectively please a guest is by teamwork, thus giving good service. We ca
nnot give good service without TEAMWORK.
3. What is ……………. In Terms Of F&B Operations?
The ……………………………………………. is the leader in setting standards here in ……. and within the ….. Gr
g increasingly difficult since many upmarket properties are opening up and compe
tition is increasing. However, our goal is to stay ahead of any competition and
this can be achieved since we are set up to implement, change, develop and act f
aster as any other hotel group or resort. We are creative and have an eye for de
tail. However, this does not come from only one person. This come from all F&B t
eam members. Being a leader in the industry we must be innovative, creative, int
elligent, motivated, fun loving, caring and have a great teamwork.
4. Our F&B Team Qualifications
During your interview and selection process, you where screened on many factors
before you where invited to join us. A few of these qualifications are below and
it is very important for you to evaluate yourself and see if you match these qu
alifications. Don‟t worry if you don‟t, as long as you can evaluate yourself and ide
ntify the areas where you would like to be developed further. We can prepare an
development plan together and see how we can develop the weaker areas. Intellige
nce With the amount of knowledge you have to acquire, the number of duties you n
eed to perform quickly, carefully and accurately, and the number of people you a
re required to deal with cheerfully and courteously, you need to have considerab
le intelligence. Also fast decisions on the spot often without the possibility o
f help of a supervisor can test your intelligence. However, most people are smar
ter than they think. Usually it requires practice, training and exercise. With S
ix-Senses we strongly believe in this and will help you in developing to use you
r intelligence more efficient.
Manner Body language is probably the best understood language in the world. It i
s universal. Walking in a slow pace, leaning or slouching communicate disinteres
t and guests or internal customers will have not a great impression. Immediately
they will also change their attitude towards you
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and it creates friction. In the service industry we are polite and friendly and
walk with pride. We display confidence, warmness, friendliness and are open to r
eceive feedback. We always say please and thank you. We deal with challenges and
complaints with a positive mind-set. Self-respect Getting respect for your coll
eagues, friends or family starts with yourself. First you have to respect yourse
lf and others and you will find that others will respect you. Should you come ac
ross a situation where there is a lack of respect towards you, first evaluate yo
ur behavior towards the other person before drawing conclusions. Without respect
for ourselves and others we cannot work in the food and beverage industry. We h
ave to be proud of what we are doing and all jobs and tasks within the departmen
t are just as important. Be it cleaning a plate or serving a guest, both are equ
ally important. You cannot serve a guest properly even with the best possible se
rvice or food if the plate is not clean. Never be apologetic about your job. If
someone asks what you do, never say “I‟m just a waiter/waitress”. Stick out your chest
look them straight in the eye, smile and say, “I‟m a waiter/waitress”, and so conduct
yourself both on and off duty that you will be a credit to yourself and all oth
er food and beverage hosts. Interest You spend in average less than half day wor
king; there is no reason why you should not enjoy your work. If you are not happ
y with your job as an F&B host, you should look for another job that you can enj
oy; but if you truly like people, restaurant work can be very interesting indeed
. Help your department, thrive and improve. Be enthusiastic about new things, le
arn and grow. Confidence When you have learned to do your work well, you will ha
ve confidence in your ability. When you are well groomed, you have confidence in
your appearance. Recognize your abilities but beware of over-confidence. Carefu
lness You are working with valuable material and equipment‟s, and you should learn
to work carefully. You should find out the right way to do things and practice
doing everything the careful way, the correct way, the quiet way, until you beco
me skilful at it. Doing things any wrong way when guests and supervisors are not
watching and trying to remember to do them right when they are watching will on
ly hold you back in the development of your skills. It is just as easy to do thi
ngs the right way as doing it the wrong way. By practicing good working habits y
ou will soon pick up speed. Working carefully will help prevent injury to yourse
lf and others. Another issue is hygiene. You could seriously injure people by no
t working clean or by not keeping a good housekeeping. Food poisoning is still a
very common form of guest dissatisfaction nowadays, even in five star resorts.
Remember, diseases or bacteria does not have to be in food!!! It can be on your
hands, napkins, towels, uniform, body, table, crockery, cutlery, water etc. You
must take ownership on every task you do to protect the guests and yourself from
getting sick. Speed There are moments when there is nothing to do and the next
moment you are extremely busy. These moments are called “peak times”. Although we ca
n see it coming, because of lots of factors you cannot plan for everything and t
his causes stress. However, a good host will be proactive and try as much as pos
sible to see the situation coming and act fast, efficient and correct. Doing thi
ngs the first way right will save you during the peak times. Mistakes can seriou
sly cascade additional problems down and affect more people than you think. Capa
bility By practicing good working habits, you can develop your capability.
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A capable person is always looking for ways to learn and improve. He or she plan
s and works efficiently in the best interest of the clients and the establishmen
t. Initiative This means doing what has to be done without waiting to be told. A
good restaurant host knows what work has to be done and does it without having
to be reminded constantly. He or she sees new ways to improve old methods. Depen
dability As much as we think we are in-dependable, in our profession we are depe
ndable on each other. We need each other to do our work. The chefs need the stew
ards, the waiters/waitresses needs the chefs and the stewards needs the chefs an
d so on. You must find a balance between being undependable at some moments yet
accept that you need others in order to do your job. Also remember that other pe
ople depend on you! Loyalty Loyalty comes from two sides, the host (employee) an
d the employer. As our business depends on mutual trust we need loyalty. The res
ort can only grow when we can work with people and have a long term plan for eac
h host. However on the other side, we would need your loyalty as well because we
will invest in you a lot of money, knowledge, time and training and we would th
erefore appreciate your honesty in terms of your commitment to the resort. Willi
ngness to accept directions Mostly a communication issue but sometimes things do
not go the way we plan. It is therefore very normal that we have to give each o
ther directions to move forward and learn from our mistakes. Directions can be g
iven verbally or in writing, but in both cases they would need to be taken posit
ively. As our standards are unique within the F&B industry, lots of us will rece
ive directions to adopt and learn new methods or think out of the box. This help
s us to be a better professional. Honesty Honesty is THE base for all businesses
and professions. Without honesty we cannot operate. We must be able to trust ea
ch other. In F&B operations there are lots of systems in place that need to be f
ollowed and although most people think it is to limit dishonesty, it is more a m
atter of discipline. Therefore, all hosts should try their outmost best to remai
n honest at all times and no matter what kind of mistake we make, it is always w
orse if we would lie about it. This could result into a situation where people c
annot trust each other and performance will drop immediately. Dishonesty drains
energy for everybody. Tolerance This means trying to see things from other peopl
e‟s point of view as well as your own. Keep an open mind for all people at all tim
es. Everyone has the right to his or her opinion. Respect it; it may be just as
right as yours. (on the other hand, you could be wrong sometimes) Ability to tak
e criticism Everybody can make a mistake; the only person who never makes a mist
ake is the person who never does anything. When you make a mistake, admit it hon
estly and you will find the other person defending you. If you try to hide it, y
ou invite criticism. Criticize yourself and learn from your mistakes. It is a pa
rt of gaining experience and it is a part of life. Mistakes are never punished w
ithin our team as long as you learn from it. Repeating the same mistake if it ha
ppens because of carelessness could lead to actions from your supervisor or mana
ger. Enthusiasm Look around you and you will see that the people who are leaders
are the ones who are enthusiastic. If you bring enthusiasm into your work you w
ill enjoy your work. You‟ll learn
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faster and gain more contact with other people. Experiences are education as wel
l. Enthusiasm will help you in your career even if your skills are not so good,
with lots of enthusiasm you can still achieve your goals. Friendliness It is ver
y important to be friendly with the people whom you have to work with everyday.
It will make your work more pleasant. It is a very good policy for instance, to
make friends with other departments. Be friendly with new employees, be friendly
with the guests, but do not allow friendliness to become familiarity. By being
friendly you start of each contact positively from your side. A good start is ha
lf the way. Keep Improving The qualifications of a good restaurant employee are
many, but the rest of them are qualities, which will help in any job. Nobody is
so perfect that he can live up to all of these requirements all at a time but se
t your standards high and check back once in a while to see how you are getting
along. When there is a chance for promotion, the employee with the best qualific
ations will usually get the job.
5. Departmental Guidelines
In addition to the resort rules and regulations listed in your employee handbook
there are a few departmental guidelines that all hosts are kindly asked to foll
ow. If you do not understand one or more of them please ask your supervisor to c
larify them. Working in a F&B operation is a lot of fun and that is also the mos
t important thing we do, however there has to be also a guideline on what can an
d cannot be done. Once we all live up to this, working will automatically be mor
e smooth and definitely more fun. Hygiene All Staff are expected to shave daily
their beard grow and have a neat haircut! Short-cut Finger Nails are necessary a
nd they must be clean. No jewelry to be used when on duty except wedding rings o
r engagement rings. Earrings for females Staff must be simple! Only plain black
or silver watches are allowed to be used for Waiters or Bar Waiters. (No fancy c
olours, designers, diving watches etc) All Cooks to ware cooks hat. Smoking No s
moking by any hosts are permitted at any food and beverage allocated area and th
is includes all stores, restaurants, kitchens, bars, offices, stewarding areas,
BOH etc. Only at the identified areas with the “Smoking Permission” sign can be smok
ed. Smoking in public areas or kitchens, storerooms, etc, results in a final wri
tten warning. Rest rooms Using the restroom is of course ok, but please inform y
our supervisor that you will be going. Make sure you do not forget to wash your
hands. Washing Hands Before starting a shift, and thereafter every 30 minutes al
l hosts including service hosts are requested to wash their hands, regardless th
eir job or workload. Washing the hands includes using the disinfectant soap avai
lable in the dispensers close to the hand washing sinks. Please check which sink
s are allocated for hand washing.
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Uniform No hosts are allowed to enter F&B areas without their complete uniforms.
F&B hosts are not permitted to work if uniform is not complete. In this case, y
ou should report it to your supervisor and explain why the uniform is not comple
te. If this is due to your own mishandling you will be marked absent for the tim
e your uniform is not complete and are not allowed to work. Anybody that enters
the kitchen areas should always have a complete uniform. Private clothes are in
no exception allowed. No hosts are permitted to enter any FOH areas without comp
lete uniform at any time. This could lead to strong disciplinary action. Each ho
st is responsible for their own uniform and the condition/handling of it. All ho
sts are requested to use the allocated uniform shoes accordingly, without fail.
All hosts are in no exception allowed to wear private slippers.
Coffee, tea and water Each BOH outlet will have an allocated coffee, tea and wat
er station available where you may have a cup of tea of coffee during work. Plea
se do not use the guest coffee and teas. Eating Eating in all F&B areas is gener
ally not permitted. Eating in FOH areas without permission of the supervisor cou
ld lead to strong disciplinary actions. Eating in the BOH areas can be approved
in special cases by the chef or executive sous-chef. Please obtain approval firs
t!. All other meals are otherwise to be consumed in the host restaurant. Working
hours Any position from demi chef de partie and up in the kitchen or captain an
d up in the restaurants and subsequently senior steward and up are requested to
be able to work split shifts. Although maximum efforts should be put in to minim
ize this as much as possible, it is unavoidable to work split shifts. Especially
during the peak (high) season split shifts are a normal practice. For non-super
visory hosts there are normally only one shift, however, occasionally it might b
e required to have a split shift as well. This will be discussed with you in len
gth in advance. For all hosts across the department it is required to present to
work for duty in complete uniform and well groomed not later than 10 minutes be
fore the shift starts. Late coming As resort policy, however you must inform you
r supervisor in advance and obtain his/her approval. Hosts coming late without p
rior notice should report first to their supervisor before starting to work. In
both cases there is a form to be completed. Late coming for whatever reason will
be recorded and late coming without prior approval will be evaluated during you
r appraisals. Off Duty No hosts are allowed to leave their assigned working area
s without approval of their supervisor. Although this can be a verbal approval,
it is a normal practice to inform your supervisor first before going anywhere. H
osts that are on a station or buffet in FOH areas are not allowed to leave the s
tation without having a replacement host first. The supervisor can help you in f
inding somebody to replace you but in no event the stations are left unattended.
The same rule applies for all FOH areas in all f&b sections be they bars, resta
urants or stations. Conflicts, arguments In life it is unavoidable not to have c
onflicts or small arguments. However, as everything else in life it has to be co
ntrolled. If you do not agree with a co-worker, supervisor or any other host ple
ase try to resolve the matter nicely or inform the next available supervisor acc
ording to your reporting line. You may go all the way to the HOD if necessary. H
owever, regardless who is wrong or right, bad language or any form of physical c
ontact will not be tolerated in any event nor condition. All F&B hosts are reque
sted to solve things in a professional and humanly manner. Nothing should be tak
en personal.
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Mobile Phones Sorry, they are not permitted (unless special approval to use for
resort purpose by HOD). No mobile phones while on duty in the FOH and BOH allowe
d. Action will be taken to any hosts found with mobiles in FOH. Sick and sick le
ave As per resort policy, however you must inform your supervisor when you are s
ick so he or she can schedule other hosts to replace your tasks for the day. As
sick leave is a natural part of life, it is understood that this can happen to a
nyone at anytime, however, short periods of sick leave such as two-three hours a
re not accepted. Coming late because of headache for instance is generally not a
ccepted. Days off Our system of service is unique and this might affect a regula
r working weeks schedule meaning that days off may vary from week to week. This
of course will be done upon consulting with each host first. However, it is a ge
neral F&B policy that days-off cannot be accumulated over more than one months p
eriod. (4 days). Those hosts that prefer to have 4 days off in a row once a mont
h (because they want to travel to home for instance) should identify this first
to the HOD. However, there is no guarantee that this will be granted every month
. Public Holidays or other days Any days that you are suppose to be extra off li
ke a public holiday can be carried forward but it is a departmental policy that
we try to minimize as much as possible the outstanding days. Therefore you might
be required to take those days in slow periods during low occupancy. Your help
and understanding is therefore greatly appreciated. Training As per resort polic
y, however in F&B there area lot of extra skill trainings required so there migh
t be the occasional extra hours outside of duty training. Especially during the
pre-opening of the resort. These hours will not be paid, but will be discussed w
ith you prior to start of the training. Attendance to immediate job related trai
ning are mandatory but if you feel you want to attend non-job related training y
ou are welcome to do so. These will have to be in off-duty hours, unless if they
are part of the host career-development plan. Over Time As per general resort p
olicy, however there are a few restrictions within our department. It is underst
ood that in the F&B industry there are peak hours/days or weeks and there are da
ys nothing to do. This means that some days we will work longer days and some da
ys shorter. This OT can only be assigned by your supervisor not by your self, bu
t if you think OT is unavoidable you could always inform your supervisor to revi
ew the situation and decide whether or not OT is required. All OT will have to b
e recorded and OT will not be paid if it can be taken in free time. However, all
OT will be discussed with you prior and also the method of returning the OT, be
it in pay or free time. All supervisory positions from chef de partie up, bever
age supervisor up, captain up or senior steward up we do generally not pay overt
ime unless special approval. This is part of the supervisory responsibility. How
ever, hours will be recorded and upon discretion of the management some form of
compensation could be offered if the management feels it is necessary. In all ev
ents, the OT form needs to be completed and a copy should be recorded at the che
f‟s office host files. It is only possible to claim OT with your copy of the slip
and you will loose the slip once it has been claimed, in whichever form (free ti
me or pay). As a general rule we try to limit as much as possible OT and it is o
ur entire teams responsibility to do this together.
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A second form of over time (paid basis) are our special dining experiences. Any
host that wishes to become part of the catering team should sign up and this mea
ns you could be assigned to a private villa bbq or any other event involving dir
ect guest service. This OT will be paid with a standard rate (not on hour basis)
as it is part of the meal package. On top of this, you could have an opportunit
y to earn a tip if the guests indeed have a great experience. Please check with
your supervisor what the catering team means and how it works. These special fun
ctions are only outside of normal working hours.
Store Issues You are not allowed to take anything from Store without approved St
ore Requisition. There are emergencies where you can ask Store Keeper for emerge
ncy issued. However, a approved Store Requisition must be made after the Emergen
cy Purchasing Daily Market Lists and special urgent orders must be signed by the
Executive Chef and the F&BDirector. Food from Buffets, Kitchen or Left Over The
Food on Buffets and at Kitchen is for GUEST USE ONLY! Taking any Food from Buff
et or Kitchen without the Sous Chefs and his supersiors approval will be conside
red as stealing! - There are always some very good food left over, which can be
consumed. However, the Sous Chef has to decide which is for staff and which can
be re-used! Cleaning All Cooks are expected to clean their own Working Area such
as Tables, Refrigerators, Shelf‟s, and Cabinets etc. All Stewards are expected to
do the Rest. All Waiters are expected to clean their Own Working Area such as C
abinets, Coffee making Areas, etc. All Waiters are expected to help clean the St
ewards Glasses and Cutlery Job Description and P&P You have/will receive a Job D
escription stating clearly what are your Duties and what the Management of and ……. R
esort expects you do to! F&B Positions Please see the F&B Organisation Chart. Pl
ease note that all F&B Supervisors are in charge for ALL Outlets and that all F&
B Service Staff is requested to work in ALL Outlets if needed. Strong Internal (
F&B) Cross Training is a must.
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6. F&B Staff’s Attitude And Manners
To be a more successful person in dealing with people, I firmly believe you must
; 1. 2. 3. 4. 5. 6. 7. Smile Leave your troubles at home. Be a good listener Get
the order straight Learn the names of guest and use it Keep a good appearance R
emember your manners
1) Smile: What am we trying to say here? Simply this, your mental outlook on the
job must be good if you are going to perform a good service. And don‟t forget a s
mile - it means so much to help you reach this outlook, so that first suggestion
of good service comes into play-smile - when you greet your customer, say somet
hing really big, like “„good morning” or “good afternoon” or “good evening” or “it is a nic
isn‟t?” when you smile at a person he usually smiles back. “It takes 150 Muscles to F
awn, but only 88 to Smile” 2) Leave your troubles at home We realize that as human
beings not everything goes well every minute of our lives. A sick sister or one
can get you into an argument at home before you go to work. However, for the bu
siness sake, remember other people are not interested in your trouble so the bes
t thing you can do is to leave your troubles at home. 3) Be a good listener You
learn more by good listening then by “chatting”. 4) Get the order straight Always be
ready and concentrate yourself to take an order from the guests. Once you have
taken the order be sure that you did not misunderstand. Repeat it back in a poli
te way. Just remember, if something can be misunderstood it will be misunderstoo
d. 5) Learn the names of guest and use it Here are some people who are regular g
uests at a hotel or restaurant; he comes back for many reasons. But the waiter o
r waitress should give him another reason to come back - the use of his name. Do
not be afraid to call him by name. (That sweet sound)
6) Personal hygiene and appearance Today we all have running water in our homes
and a daily clean over is a must. But this is only a part of good grooming - our
overall appearance must be acceptable.
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- Hair:
Let us start at the top and work down the hair should be cleaned and combed shor
t for men. Talking about the face - each one of use has his own, some are have a
nd that‟s it, but we do have the responsibility of keeping it clean. Men should sh
ave daily - no one likes to see the “nabs” showing and the girls should keep them se
lves powdered and have the proper amount of make-up. Part of that face of yours
is the teeth and the odour comes out from the mouth.
- Face:
- Teeth:
- Fingernails: Another part of good grooming is the hands and particularly the f
ingernails. They should be kept clean. To me, there is absolutely no excuse for
dirty fingernails We found that by keeping my nails clipped short, dirt is not a
ble to get under them. Also follow the suggestion in the rest room “For health‟s sak
e, wash your hands. ” - Uniform: All restaurants have their waitresses or waiters
in uniform. The simple purpose of having you in uniform is so that you can be di
stinguished. The fresh, crisp uniform also gives the appearance of cleanliness.
Be certain that your clothes fit well and are clean and pressed.
Personally, we always, look at five things when we meet someone his hair, teeth,
fingernails, clothes and shoes (In regular life). Can you pass inspection?
7) Manners Practice good manners on and off duty and it will become part of you.
Do not forget to say, “Please” and “Thank you”, “You are welcome” Remain p
s. “Act and behave like a well conduct lady or gentleman and you will be treated i
n the same way” Scratching and leaning in public area will not be tolerated. Walk
in the public area at a brisk pace but do not run To be sure of success, you mus
t always keep a very good appearance. A well-groomed member of the staff inspire
s confidence in the guest. Speak clearly and listen carefully to the guests or y
our supervisor Make sure you understand that the guests in asking you, at all ti
mes.
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7. Food and Beverage Concept
(Often changing Entertainment Schedule is emailed to all Department Head and is
inserted to the In-Villa Compendium. If you need a copy, please obtain the same
from Resort Hosts) BRS- Restaurant (Ext. ) Breakfast 06.30 – 11.00 Hrs Dinner 18.3
0 – 23.00 Hrs (last order 22.30 Hrs) (The Restaurant can be used for special funct
ions/occasions during Lunch Time Located at the Lobby. This Restaurant served da
ily Breakfast Buffet from the Air-Conditioned Buffet Area. Seating is for approx
. 60 Guest at Dome A and at the al fresco Terrace - The Lobby Bar (Ext. ) Daily
from 14.00 Hrs – 01.00 Hrs Located at Lobby Dome B, this outlet covers the Air-con
ditioned Wine Rack . Full Bar is available besides a god selection of Cuban Ciga
rs and daily changing Snacks served with ordered Drinks. - Villa Dining Afternoo
n Tea is available daily from 13.00 Hrs- 17.00 Hrs for our Guests - Mini Bar …..re
sort Mini Bar offers a good selection of - Pool Bar (Ext. )
- Beach Restaurant (Ext. ) International snacks and café fair besides daily changi
ng “Daily Specials” make this the ideal place to enjoy a casual breakfast before tee
-ing off, or a relaxed lunch whilst overlooking the beautiful beach of ……. Satisfy a
hearty appetite with tasty Thai classics such as Phad Thai and and other tempti
ng items from our sandwich & salad selection. Open: 06:30 am - 8:00 pm (last ord
er 7:30pm) Ext.: - Banqueting (Ext. ) - Our Staff Canteen (Ext. ) Opening Times:
Breakfast AM 06.00 – 08.30 Lunch PM 11.00 – PM 14.00 Dinner PM 17.00 - PM 19.30 Sup
per The Canteen is a Restaurant for Staff and staff must feel comfortable. Thai
Newspaper is daily available for staff. – Taking away the Newspaper is not allowed
. All Staff will be issued a proper set of cutlery for which staff has to take r
esponsibility.
8. Environmental Issues
……… F&B Department is and must be the leader in Environmental issues here at Phuket. B
eing a sample is our philosophy and the following guidelines must be followed st
rictly.
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Garbage All Garbage to be selected as following: Wet Garbage (biodegradable garb
age) for Compost Making Paper Garbage (Paper and cartons only) Plastic Garbage (
Plastic only) Glass Garbage Bad Garbage (Batteries, Tins, Aluminium Tins, etc.)
Waste Oil Chief Steward to check all the times that this separated properly from
other garbage.
Wet Garbage All wet garbage to be separated in the kitchen, stewarding areas. Th
is is a team effort, all waiters, cooks and steward are responsible for clearing
wet garbage into the assigned containers. Paper Garbage All Papers and Cartons
to be kept together well and dry. Gardeners will pick up this Garbage and send i
t to a burning area. TBA Plastic Garbage Ensure that all Plastic is separated fr
om other Garbage. Glass Garbage For Sell TBA Bad Garbage TBA Water Oil (Waste Co
oking Oil) Ensure to keep all waste Oil. Waste Oil can be sold!!
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9. ………Resort No-No’s
Please take note of the following “no-no’s”.
1) 2) 3) 4) 5) 6) 7) 8) 9) 10) 11) 12) 13) 14) 15) 16) 17) 18) 19) 20) 21) No te
nd cards are allowed. No logo design in ashtrays No red or green cherries No nam
e tags No bottled super market sauces are allowed in restaurants (tomato ketchup
etc) No sugar and no ice cubes in fresh juices. They could be offered separate
or upon request No buffet skirting (only thatch or cadjan) No artificial flowers
and plants Never say: “Have a nice day…”, but make sure guests have one. No activitie
s with animals allowed No oil based sun-lotion to be offered to guests We refer
to our staff as “team member” No picking of flowers or cutting of branches-trees all
owed No whole animals on buffets or for show No alive cooking of any animals inc
luding lobsters No non-environmental “chemicals” are allowed No genetically modified
products allowed No farmed animals such as salmon allowed. As much as possible
free range and organic No display of any live animals for consumpti No foie gras
allowed No vouchers to be given to guests for any activities / meals
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10. Operating Language
Our operating language is English, meaning in all FOH areas and especially when
guests are around we only speak English. Internal in non-guests areas Thai can b
e used. The reason is because we do not want to hide anything from the guests an
d guests feel uncomfortable when they ask you a question in English and you woul
d check with your colleague in Thai in front of that guest. However, should a gu
est speak to you in Thai you may of course answer in Thai, especially for Thai g
uests. This would be the only exception. When we greet guests we always make a “wa
i” and say: “Sawadee Khrab/ka. (If the name if known you should always use the guest
name while welcoming or greeting) When we welcome guests we always make a “wai” and
say : Sawadee khrap/ka, welcome to ….(outlet name…). (for Thai guests you may greet
and welcome them in Thai) (If the name if known you should always use the guest
name while welcoming or greeting) All F&B telephones (BOH and FOH) are answered
in English with: “Sawadee khrap/ka, thank you for calling (…..outlet name…) this is …(h
ost name….) speaking how may I help you? (When using a digital phone, you may chec
k the name and once the guests have introduced themselves you know whether it is
Mr or Mrs and from that moment onwards refer to the guest by name) We always gr
eet and welcome all guests including our internal guests. Please refer to our be
st practices on the following pages for full details on this subject. Attached o
nly a small selection of general Best Practices are included, the full range var
ies per position and per outlet and will therefore be issued separately.
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