Induction Manual Food And Beverage

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 know 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 help in completing all works so our job will be easier and more fun. The …………..s Food and Beverage 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 overview on our department and can hopefully be of help to you if you need to know anything. Of course, the door of my office is always open to anyone, so should you 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 supervisor 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 -1-

1. Departmental goal

page 2

2. The base of…………….F&B staff

page 4-5

3. What is the ………. In terms of F&B operation

page 5

4. Qualifications of our F&B team

page 6-8

5. Departmental guidelines

page 9-12

6. F&B staff manners and attitude

page 13-14

7. …….. F&B concept

page 14

8. Environnemental issues

page 15

9. ……..No No’s

page 16

10. Operating language

page 17

1. Departmental Goal It is our aim to exceed our guests dining experiences by far through providing excellent and pro-active service, creative and great food, unique design, small touches and offering customized dining experiences. We stay ahead of our competition and will set the trend for dining not only here in Koh Samui, but also in Thailand. We aim for international recognition of our services and will do our outmost best to compete with the best of the best, worldwide. -2-

Our target for points from the guest questionnaire for service is 95% and cuisine 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 guests dining, we offer guests an experience. Each experience is carefully designed so they are unique and that we always exceeds the guest‟s expectations. To do this we need a great team, people that love their profession and have a passion and 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, even 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 it 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 different countries and with different cultural and religious backgrounds can make it sometimes very hard. Long hours, lots of energy required can sometimes cause moments of frustration. However, after a few months of practice, you will see, although steps of success will be long, difficult and need 100% commitment, with the right attitude you can make it. Nothing is better then finishing a day with the 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. What 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 people 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 industry suffered a great deal due to the Tsunami, birth flu, war in Iraq and many other factors. Food and Beverage Service is a profession on its own which requires study, practice and continue desire to improve performances. When skills are practiced and mastered, the results are observable and measurable to guests, owners, management and mostly to yourself. -3-

The Food and Beverage department is one of the hardest and most difficult departments within the hotel to work in. We are facing guests every day, not only serving them food but as we also work under conditions of their moods, tastes, expectations, 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 we can effectively please a guest is by teamwork, thus giving good service. We cannot 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 ….. Group. This of course is getting increasingly difficult since many upmarket properties are opening up and competition 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 faster as any other hotel group or resort. We are creative and have an eye for detail. However, this does not come from only one person. This come from all F&B team members. Being a leader in the industry we must be innovative, creative, intelligent, 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 qualifications. Don‟t worry if you don‟t, as long as you can evaluate yourself and identify 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. Intelligence With the amount of knowledge you have to acquire, the number of duties you need to perform quickly, carefully and accurately, and the number of people you are required to deal with cheerfully and courteously, you need to have considerable intelligence. Also fast decisions on the spot often without the possibility of help of a supervisor can test your intelligence. However, most people are smarter than they think. Usually it requires practice, training and exercise. With Six-Senses we strongly believe in this and will help you in developing to use your intelligence more efficient.

Manner Body language is probably the best understood language in the world. It is universal. Walking in a slow pace, leaning or slouching communicate disinterest and guests or internal customers will have not a great impression. Immediately they will also change their attitude towards you -4-

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 receive 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 colleagues, friends or family starts with yourself. First you have to respect yourself and others and you will find that others will respect you. Should you come across a situation where there is a lack of respect towards you, first evaluate your behavior towards the other person before drawing conclusions. Without respect for ourselves and others we cannot work in the food and beverage industry. We have to be proud of what we are doing and all jobs and tasks within the department are just as important. Be it cleaning a plate or serving a guest, both are equally important. You cannot serve a guest properly even with the best possible service 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 other food and beverage hosts. Interest You spend in average less than half day working; there is no reason why you should not enjoy your work. If you are not happy with your job as an F&B host, you should look for another job that you can enjoy; but if you truly like people, restaurant work can be very interesting indeed. Help your department, thrive and improve. Be enthusiastic about new things, learn and grow. Confidence When you have learned to do your work well, you will have confidence in your ability. When you are well groomed, you have confidence in your appearance. Recognize your abilities but beware of over-confidence. Carefulness 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 become 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 only hold you back in the development of your skills. It is just as easy to do things the right way as doing it the wrong way. By practicing good working habits you will soon pick up speed. Working carefully will help prevent injury to yourself and others. Another issue is hygiene. You could seriously injure people by not 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 can see it coming, because of lots of factors you cannot plan for everything and this causes stress. However, a good host will be proactive and try as much as possible to see the situation coming and act fast, efficient and correct. Doing things the first way right will save you during the peak times. Mistakes can seriously cascade additional problems down and affect more people than you think. Capability By practicing good working habits, you can develop your capability. -5-

A capable person is always looking for ways to learn and improve. He or she plans and works efficiently in the best interest of the clients and the establishment. 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. Dependability As much as we think we are in-dependable, in our profession we are dependable on each other. We need each other to do our work. The chefs need the stewards, the waiters/waitresses needs the chefs and the stewards needs the chefs and 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 people depend on you! Loyalty Loyalty comes from two sides, the host (employee) and the employer. As our business depends on mutual trust we need loyalty. The resort can only grow when we can work with people and have a long term plan for each 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 therefore appreciate your honesty in terms of your commitment to the resort. Willingness 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 other directions to move forward and learn from our mistakes. Directions can be given verbally or in writing, but in both cases they would need to be taken positively. As our standards are unique within the F&B industry, lots of us will receive directions to adopt and learn new methods or think out of the box. This helps 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 each other. In F&B operations there are lots of systems in place that need to be followed and although most people think it is to limit dishonesty, it is more a matter of discipline. Therefore, all hosts should try their outmost best to remain honest at all times and no matter what kind of mistake we make, it is always worse if we would lie about it. This could result into a situation where people cannot trust each other and performance will drop immediately. Dishonesty drains energy for everybody. Tolerance This means trying to see things from other people‟s point of view as well as your own. Keep an open mind for all people at all times. 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 take criticism Everybody can make a mistake; the only person who never makes a mistake is the person who never does anything. When you make a mistake, admit it honestly and you will find the other person defending you. If you try to hide it, you invite criticism. Criticize yourself and learn from your mistakes. It is a part of gaining experience and it is a part of life. Mistakes are never punished within our team as long as you learn from it. Repeating the same mistake if it happens because of carelessness could lead to actions from your supervisor or manager. 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 will enjoy your work. You‟ll learn -6-

faster and gain more contact with other people. Experiences are education as well. 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 very 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 half 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 set 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 qualifications 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 follow. If you do not understand one or more of them please ask your supervisor to clarify them. Working in a F&B operation is a lot of fun and that is also the most important thing we do, however there has to be also a guideline on what can and cannot be done. Once we all live up to this, working will automatically be more 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 and they must be clean.  No jewelry to be used when on duty except wedding rings or 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 colours, designers, diving watches etc)  All Cooks to ware cooks hat. Smoking No smoking by any hosts are permitted at any food and beverage allocated area and this includes all stores, restaurants, kitchens, bars, offices, stewarding areas, BOH etc. Only at the identified areas with the “Smoking Permission” sign can be smoked. Smoking in public areas or kitchens, storerooms, etc, results in a final written warning. Rest rooms Using the restroom is of course ok, but please inform your 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 all hosts including service hosts are requested to wash their hands, regardless their job or workload. Washing the hands includes using the disinfectant soap available in the dispensers close to the hand washing sinks. Please check which sinks are allocated for hand washing. -7-

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, you should report it to your supervisor and explain why the uniform is not complete. If this is due to your own mishandling you will be marked absent for the time 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 complete uniform at any time. This could lead to strong disciplinary action. Each host is responsible for their own uniform and the condition/handling of it. All hosts 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 water station available where you may have a cup of tea of coffee during work. Please do not use the guest coffee and teas. Eating Eating in all F&B areas is generally not permitted. Eating in FOH areas without permission of the supervisor could 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 first!. 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 and 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 minimize 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-supervisory hosts there are normally only one shift, however, occasionally it might be required to have a split shift as well. This will be discussed with you in length 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 before the shift starts. Late coming As resort policy, however you must inform your supervisor in advance and obtain his/her approval. Hosts coming late without prior 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 your appraisals. Off Duty No hosts are allowed to leave their assigned working areas 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. Hosts that are on a station or buffet in FOH areas are not allowed to leave the station without having a replacement host first. The supervisor can help you in finding 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, restaurants or stations. Conflicts, arguments In life it is unavoidable not to have conflicts or small arguments. However, as everything else in life it has to be controlled. If you do not agree with a co-worker, supervisor or any other host please try to resolve the matter nicely or inform the next available supervisor according to your reporting line. You may go all the way to the HOD if necessary. However, regardless who is wrong or right, bad language or any form of physical contact will not be tolerated in any event nor condition. All F&B hosts are requested to solve things in a professional and humanly manner. Nothing should be taken personal. -8-

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 allowed. Action will be taken to any hosts found with mobiles in FOH. Sick and sick leave As per resort policy, however you must inform your supervisor when you are sick 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 anyone at anytime, however, short periods of sick leave such as two-three hours are not accepted. Coming late because of headache for instance is generally not accepted. Days off Our system of service is unique and this might affect a regular 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 general F&B policy that days-off cannot be accumulated over more than one months period. (4 days). Those hosts that prefer to have 4 days off in a row once a month (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 like 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 policy, however in F&B there area lot of extra skill trainings required so there might 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 with you prior to start of the training. Attendance to immediate job related training are mandatory but if you feel you want to attend non-job related training you 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 policy, however there are a few restrictions within our department. It is understood that in the F&B industry there are peak hours/days or weeks and there are days nothing to do. This means that some days we will work longer days and some days shorter. This OT can only be assigned by your supervisor not by your self, but if you think OT is unavoidable you could always inform your supervisor to review the situation and decide whether or not OT is required. All OT will have to be 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, beverage supervisor up, captain up or senior steward up we do generally not pay overtime unless special approval. This is part of the supervisory responsibility. However, 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 events, the OT form needs to be completed and a copy should be recorded at the chef‟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 time or pay). As a general rule we try to limit as much as possible OT and it is our entire teams responsibility to do this together. -9-

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 means you could be assigned to a private villa bbq or any other event involving direct 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 opportunity 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 functions are only outside of normal working hours.

Store Issues You are not allowed to take anything from Store without approved Store Requisition. There are emergencies where you can ask Store Keeper for emergency issued. However, a approved Store Requisition must be made after the Emergency 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 Buffet or Kitchen without the Sous Chefs and his supersiors approval will be considered 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 Cabinets, Coffee making Areas, etc. All Waiters are expected to help clean the Stewards Glasses and Cutlery Job Description and P&P You have/will receive a Job Description stating clearly what are your Duties and what the Management of and ……. Resort expects you do to! F&B Positions Please see the F&B Organisation Chart. Please 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 Remember 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 smile - 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 something really big, like “„good morning” or “good afternoon” or “good evening” or “it is a nice day isn‟t?” when you smile at a person he usually smiles back. “It takes 150 Muscles to Fawn, 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 business sake, remember other people are not interested in your trouble so the best 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 polite way. Just remember, if something can be misunderstood it will be misunderstood. 5) Learn the names of guest and use it Here are some people who are regular guests at a hotel or restaurant; he comes back for many reasons. But the waiter or 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 short for men.

- Face:

Talking about the face - each one of use has his own, some are have and that‟s it, but we do have the responsibility of keeping it clean. Men should shave daily - no one likes to see the “nabs” showing and the girls should keep them selves powdered and have the proper amount of make-up.

- Teeth:

Part of that face of yours is the teeth and the odour comes out from the mouth.

- Fingernails: Another part of good grooming is the hands and particularly the fingernails. 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 able to get under them. Also follow the suggestion in the rest room “For health‟s sake, 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 distinguished. 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 polite at all times.



“Act and behave like a well conduct lady or gentleman and you will be treated in the same way”

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Scratching and leaning in public area will not be tolerated.

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Walk in the public area at a brisk pace but do not run

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To be sure of success, you must always keep a very good appearance.

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A well-groomed member of the staff inspires confidence in the guest.

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Speak clearly and listen carefully to the guests or your supervisor

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Make sure you understand that the guests in asking you, at all times.

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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 18.30 – 23.00 Hrs (last order 22.30 Hrs) (The Restaurant can be used for special functions/occasions during Lunch Time Located at the Lobby. This Restaurant served daily 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-conditioned Wine Rack . Full Bar is available besides a god selection of Cuban Cigars and daily changing Snacks served with ordered Drinks. - Villa Dining Afternoon Tea is available daily from 13.00 Hrs- 17.00 Hrs for our Guests - Mini Bar …..resort Mini Bar offers a good selection of - Pool Bar (Ext. )

- Beach Restaurant (Ext. ) International snacks and café fair besides daily changing “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 tempting items from our sandwich & salad selection. Open: 06:30 am - 8:00 pm (last order 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 Supper 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 responsibility.

8. Environmental Issues ……… F&B Department is and must be the leader in Environmental issues here at Phuket. Being a sample is our philosophy and the following guidelines must be followed strictly. - 13 -

      

Garbage All Garbage to be selected as following: Wet Garbage (biodegradable garbage) 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. This 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 it to a burning area. TBA Plastic Garbage Ensure that all Plastic is separated from other Garbage. Glass Garbage For Sell TBA Bad Garbage TBA Water Oil (Waste Cooking 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 tend cards are allowed. No logo design in ashtrays No red or green cherries No name 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 activities 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 allowed No whole animals on buffets or for show No alive cooking of any animals including 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 be used. The reason is because we do not want to hide anything from the guests and guests feel uncomfortable when they ask you a question in English and you would check with your colleague in Thai in front of that guest. However, should a guest speak to you in Thai you may of course answer in Thai, especially for Thai guests. This would be the only exception. When we greet guests we always make a “wai” 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 …(host name….) speaking how may I help you? (When using a digital phone, you may check 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 greet and welcome all guests including our internal guests. Please refer to our best practices on the following pages for full details on this subject. Attached only a small selection of general Best Practices are included, the full range varies per position and per outlet and will therefore be issued separately.

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