2024_04-05 ELEVATE PLAYBOOK (DRAFT IV) (002).pdf

An Interactive Playbook to Elevated Hospitality & Service at Moorings Park DRAFT IV | APRIL 5, 2024 Some Page Layouts and Images Still in Progress 120 Moorings Park Drive, Naples, Florida 34105 Tel: 239–261–1616 | www.mooringspark.org TABLE OF CONTENTS MODULE 1 Back to Basics Who: All Participants L...

An Interactive Playbook to Elevated Hospitality & Service at Moorings Park DRAFT IV | APRIL 5, 2024 Some Page Layouts and Images Still in Progress 120 Moorings Park Drive, Naples, Florida 34105 Tel: 239–261–1616 | www.mooringspark.org TABLE OF CONTENTS MODULE 1 Back to Basics Who: All Participants Location: Conference Room/Classroom Welcome    Key Players & Leadership Mission, Vision & Values Non-Negotiables & Standards Diamond Dining Reflection Introduction to Service Introduction to ELEVATED Dining Service Effective Verbal Communication Pre-shift Huddle: Structure & Expectations Reservations & Guest Book Beverage 101      Mastering Wine Presentation Talking About Wine Intro to Spirits Core Non-Alcoholic Beverages Glassware 101 MODULE 2 Service Excellence Who: All Team Members Location: Takes place in a restaurant setting Teamwork: Integration of Roles & Responsibilities Advanced Dining Room Etiquette Providing Personalized Experience by Position MODULE 3 Advanced Hospitality & Service Techniques Who: Unit Leads & Trainers Location: Conference Room/Classroom Style L.A.S.S.I.E. | Service Recovery Re-cap Anticipating Guest Needs Suggestive Selling Technique Professional Communication    Active Listening Non-Verbal Communication Asking the Right Questions Conflict Resolution MODULE 4 Advanced Beverage Who: Bartenders, Leads & Unit Specified Attendees Location: Grande Lake / Savor 26 Bar Set Up Standards Standardized Recipes for Classic Cocktails Deep Dive: Wine Knowledge, Pairing, Tasting APPENDIX A. B. C. D. E. F. Job Descriptions Sample Interview Questions Certificate of Completion Training Day Set-ups Training Week Agenda Allergen Standards MODULE 1 MODULE 1 Back to Basics Who: All Participants Location: Conference Room/Classroom Welcome    Diamond Dining Reflection 1-3 Introduction to Service Introduction to ELEVATED Dining Service Effective Verbal Communication Pre-shift Huddle: Structure & Expectations Reservations & Guest Book Beverage 101      4 Key Players & Leadership Mission, Vision & Values Non-Negotiables & Standards Mastering Wine Presentation Talking About Wine Intro to Spirits Core Non-Alcoholic Beverages Glassware 101 Welcome Key Players & Leadership Unidine Leadership Jack Silk President CCL Hospitality Group Tony Livoti Vice President, Operations Daniel Cartagena Director of Hospitality Boris Ardisoni Senior Director Dining Services Elvis Kryekurti Assistant General Manager Michelle Currier Senior Director, Human Resources Restaurant Associates Training Team Ken Warner Executive Vice President, Restaurant Division Adele LeGault Vice President Operations Gareth Tootell Regional Director Operations Emily Roth Director, Hospitality and Training Jan Singer Director, Strategic Projects 5 Welcome Moorings Park Mission, Vision & Values MISSION STATEMENT OUR CREED Successful aging is self worth, meaningful relationships, spiritual growth, and a sense of wholeness. OUR MISSION To provide simply the best facilities and service for successful aging with professional and compassionate care to each person we serve. OUR VISION The premier provider in Southwest Florida of services, facilities and health support to enable successful aging. OUR CORE VALUES 6 Respect for each person Ethical behavior Quality through integrity, accountability, excellence Open to innovation Commitment to non-profit to serve seniors and our greater community Diversity as strength Welcome Standards to be followed across all properties Acknowledgment: Greet residents with eye contact and a smile. Departure Thanks: Thank residents as they leave to convey appreciation. Silverware Protocol: Use a tray for silverware tasks, avoiding contact with the eating surfaces. Glassware Handling: Always hold glassware by the stem. Limit hand-carried glasses to two, unless inverting stemware between fingers. Uniform & Appearance: Keep your uniform and shoes clean and neat. Furniture Vigilance: Address unstable furniture immediately for safety and comfort. Linen Integrity: Table linens must be impeccable and presentable. Plate Service: Serve plates without thumb contact on the eating surface. Efficient Clearing: Clear tables promptly, ensuring continuous service. Pre-Service Checks: Ensure all tableware is clean and undamaged before setting. Managerial Oversight: Managers are to be active on the floor during service periods. Resident Engagement: Consistently check in with residents, remaining accessible throughout the meal. Menu Insight: Understand daily specials and unavailable items thoroughly. Bar Knowledge: Be well-versed in all bar offerings. Beverage Standards: Chill Champagne, white wine, and beer. Manage beverage refills and removal promptly. 7 Diamond Dining Reflection Summary of Diamond Dining Accomplishments Diamond Dining: Level 1 An Introduction to our Excellence Serving Seniors Service Basics Proper Service From Start to Finish Diamond Dining: Level 2 Diamond Dining Standards Professional Presentation Courtesy and Manners Comfort, Convenience, and Ambiance Diamond Dining: Level 3 8 Food and Beverage Quality Food and Beverage Knowledge Enticing Presentations TIPS Certification Purpose & Goals Purpose To empower our dining partners by equipping them with comprehensive training and resources aimed at broadening their skillsets and enhancing their professional growth. Through the guidance, recognition, and reward provided by our management team, our aim is to foster continual growth, expertise, and dedication, to be able to provide exceptional dining experiences for our guests. Goals 1. Elevated standards of service, hospitality, and overall dining experience to surpass expectations. 2. Increased resident satisfaction through personalized and exemplary service. 3. Increased retention of partners through fostering a culture of continuous learning and professional development. 9 Introduction to Service Spirit of Hospitality: Service beyond the SMILE Why is it so important to SMILE? How can we show sincerity? Who here walks the walk? What can you do to make interactions personal? Can you name one way you lead by example? S - Show Sincerity Sincerity is the genuine desire to please and a dedicated effort to understand the needs of your guests. It involves active, focused listening and a proactive mindset. It requires genuinely enjoying the interaction and satisfaction of your guests. M - Manage It Exceptional service doesn't occur spontaneously. It entails embodying the essence of service through your actions and words, demonstrating what service truly means to you. I - Individualize It Each guest arrives with unique expectations. Listening attentively to your guests and catering to their specific desires is crucial. The optimal strategy involves taking the time at every service juncture to engage with your guests, offering tailored service rather than merely taking orders. L - Lead by Example Our systems are designed to ensure the delivery of exceptional service to our guests. Embrace these standards and systems; let them empower you. E - Empathize Always prioritize the perspective of the guest. Treat them as you would wish to be treated if you were dining with us. Remember, guests are never a disruption to our work—they are the reason for our work. Serving them is not a favor we do for them; rather, they are doing us a favor by allowing us the opportunity to serve them. 10 Introduction to Service Body Language: Speaking Without Words Proximity: Keep an appropriate distance, around 1 to 1.5 feet, to balance attentiveness and respect for personal space. Eye Contact: Acknowledge guests with consistent eye contact, showing you're focused and engaged. Silence: Use silence wisely. Nod or interject brief affirmations like "I see" to show active listening. Nonverbal communication constitutes at least 70% of our interactions. Here's how to master it with your presence. Posture: Convey confidence with good posture. Lean in slightly to show interest without invading personal space. Gestures: Avoid closed gestures like crossed arms. Use open gestures to welcome guest interaction. Facial Expressions: Your facial expressions can speak louder than words; let them convey positivity and openness. Physical Contact: Use minimal contact, like handshakes, while respecting personal boundaries. Smell: Avoid strong scents and be mindful of personal odors that may be off-putting to residents. Overall Appearance: Maintain a clean, neat appearance to project professionalism and competence. Your body language is a powerful tool. Use it to create a welcoming, attentive, and respectful atmosphere for our residents. EARLY SERVICE/GREETING EXPECATIONS: Greet residents with the 20-10-5 Rule When the resident is 20 feet away from you, make eye contact At 10 feet, smile At 5 feet, say “Hello” in a warm sincere tone 11 Introduction to Service Language of Hospitality What is the difference between Hospitality and Service? Hospitality: The Essence of Connection Hospitality is the spirit that animates our service, evident in: Warmth: Greeting residents with genuine smiles and engaging conversation. Generosity: Anticipating resident needs and going the extra mile to fulfill them. Graciousness: Ensuring each resident feels valued and cared for through every interaction. Hospitality is the emotional experience that turns an everyday meal into an occasion, leaving a lasting impression of Moorings Park as a place of care and quality. Crafting the Experience By intertwining service and hospitality, we craft an environment that resonates with respect, care, and community. In Service: We demonstrate competence and professionalism. In Hospitality: We embody warmth and create personal connections. Combined: We deliver an unparalleled living experience that feels like home. Remember: Service is what we do; hospitality is how we make people feel. As representatives of Moorings Park, we carry this dual responsibility with pride, ensuring that our residents don't just reside, but truly live with joy and contentment. Key Takeaways  Master Your Craft: Learn every aspect of service to execute flawlessly.  Engage with Heart: Let your genuine care and interest in residents shine through.  Create Memories: Go beyond transactions to create moments that resonate with residents. Service is given; hospitality is felt. Together, they provide the experience. 12 Introduction to Elevated Service Sequence of Service Arrival: Warmly greet residents with eye contact and a smile. Confirm the party’s name and number promptly and discreetly. Offer coat, bag, and umbrella check-in service. If waiting, courteously invite residents to the bar with a time estimate. Collect guests from the bar, addressing them by name, and escort them to their table at a comfortable pace. Engage in friendly conversation en route to the table and assist with seating, prioritizing ladies. Upon seating, place any drinks on the table from a tray. Inform residents of their server's name and let them know the server will attend to them shortly. Relay any relevant guest information to the server to enhance service, such as special occasions. Pre-ordering: Within 30 seconds, greet the table with eye contact and a friendly demeanor. Introduce the restaurant’s concept and highlight the wine/cocktail list with suggestions. Offer a choice of water and take beverage orders. Promptly enter beverage orders into the POS and execute water service. Deliver or pour drinks tableside within five minutes of ordering. Ordering & Serving: 13 Detail the menu, including specials, and address any queries. Take food orders, starting with the most senior female, and suggest sides or pairings. Offer wine guidance, take orders, and clear menus. Enter food orders into POS and prepare the table for the first course and wine. Serve appetizers within 12 minutes of ordering and ensure beverage satisfaction and topups. Clear the first course, crumb the table, and prepare for the main course. Time main course delivery and set the table with fresh plates for sharing. Offer wine suggestions for the main course if not previously selected. Deliver main courses and reassess beverage needs promptly after serving. Introduction to Elevated Service Sequence of Service Continued Dessert, Coffee Service, and Table Closing: Present dessert menu with recommendations soon after clearing the main course. Take dessert and accompanying beverage orders. Input orders into the POS and prepare the table for dessert and coffee service. Serve coffee, tea, or digestifs as specified and deliver desserts in a timely manner. Continuously check for satisfaction and manage beverage refills. Once desserts are finished, clear the table leaving only necessary items. Present the check with thanks and invite residents to return. Reset the table efficiently for the next guests. Departure: Ensure all staff acknowledge departing residents with a genuine farewell and an invitation to return, enhancing the final impression and fostering loyalty. By adhering and cared for at every stage, to these steps, we ensure our residents feel guided setting the scene for a memorable dining experience that aligns perfectly with our service ethos. 14 Introduction to Elevated Service Sequence of Service: Detailed & Explained Following the initial warm welcome by the Host or Maître D', assisting with seating guests is a shared responsibility. Ensure a seamless transition from arrival to being seated with these steps. Preparation: Confirm with the host: party's name, size, and any special considerations (e.g., celebrations, dietary requests). Gather details if guests are away from the podium, including a physical description and waiting location. Approach: Greet the party with a pleasant "Good afternoon/evening," verifying the reservation ("Joan, party of four?"). Convey your readiness to guide them to their table. Bar Coordination: If guests are at the bar, offer to carry drinks or follow up with them after seating. Confirm if they wish to transfer the bar tab to their dining room bill and inform the bartender of the table number for seamless billing transition. Journey to the Table: Lead the party to their table at a considerate pace, ensuring they comfortably keep up. Upon arrival, assist with seating by managing booth tables and chairs, adhering to our fine dining standards. Present menus and adjust table settings to match the number of guests seated. 15 Introduction to Elevated Service Sequence of Service: Detailed & Explained, Continued Greeting the Table: Promptly acknowledge new guests within two minutes of seating. If delayed, involve a manager to ensure immediate attention. Engage with a warm greeting, maintaining eye contact. Use simple, welcoming phrases like, "Good afternoon, and welcome to our restaurant." Taking the Beverage Order: Before taking orders, ensure each guest's position is accurately noted for efficient service. Confirm specifics such as garnishes and ingredients and utilize the correct procedures for entering orders into the POS system. Serving Beverages: Prepare and garnish all beverages to completion before leaving the bar area. Use a clean, wooden, or metal tray for transportation, serving from the guest’s right side when possible. Announcing Additions to the Menu: The introduction of menu additions is a chance for servers to demonstrate their knowledge and engage with the table. Make a timely approach when guests appear ready, establishing eye contact with the host to offer information on menu additions. Maintain eye contact with each guest, ensuring personal attention. Avoid reading from notes; present menu items from memory with enthusiasm. Use inclusive language such as "we offer" rather than "I have," to foster a teamoriented atmosphere. Describe additions clearly, using a slow, positive tone with descriptive language. Personalize your service; adapt to the vibe of the table to build a genuine connection and avoid a mechanical demeanor. 16 Introduction to Elevated Service Sequence of Service: Detailed & Explained, Continued Taking Food Orders When the table seems ready to order, approach the host and discreetly inquire. If the table is ready, take the order using the following guidelines: Write all orders directly on a server’s pad or electronic device. Individual menus should be collected following each person’s order. Should the guest wish to keep a menu at the table, of course they may. After taking the host’s food order, inquire about a wine selection. Taking the Wine Order Make eye contact with the person holding the wine list and offer to take the order. Questions regarding wines should be answered honestly and graciously. If you are unable to provide a satisfactory answer, excuse yourself and request assistance from a manager. Remember that you should never leave a question unanswered. Use the following procedures when taking the wine order:  Confirm the name and any special designation of the wine (“Chave Hermitage 1990 vintage”).  Clarify the timing of service ("Would you like the Chave opened now?").  If no wine is ordered, all wine glasses must be removed from the table. By integrating these detailed service steps into our fine dining experience, we uphold Moorings Park reputation for exceptional care and attention to every resident's dining experience. 17 Introduction to Elevated Service Sequence of Service: Detailed & Explained, Continued Placing Food and Wine orders through the POS Take a moment to verify each person’s order and position numbers. Enter the food and wine order into the POS system (see the section on POS for proper ordering procedures). Before "sending" orders, confirm that the following information is correctly reflected on the POS screen: Special orders are identified by the proper modifier. You have the correct number of orders (4 guests = 4 orders). Be sure the guest count is correct before sending a ticket. (ex. transferring tables) Correct wine is located. Position numbers indicated. Once the order has been sent to the kitchen, it is the server’s responsibility to inform the expediter of the following: The meaning of any "messages". New position numbers if the guests have changed seats. Allergies should be clearly written under each course. These steps underscore our commitment to precision and proactive service, ensuring each resident's dining experience is seamless, enjoyable, and distinguished by Moorings Park Park signature attention to detail. 18 Introduction to Elevated Service Sequence of Service: Fine Tuning the Details Pre-setting Glassware: After the initial wine order and when transitioning to new wines, ensure the correct glassware and wine coasters are pre-set at the table. Transport all wine and champagne glasses on a clean metal tray, positioning them at the 9 o’clock spot relative to the water glass for optimal accessibility and elegance. Marking Silverware: In anticipation of each course, the appropriate silverware should be meticulously placed at each setting, guaranteeing readiness for the food presentation. Adhere strictly to these protocols: Never compromise the integrity of a set table by borrowing silverware; always replenish from the service station. Consider the size of the plate being used in the course to select and position the proper silverware. Convey silverware to the table using a clean tray lined appropriately to protect and display the utensils. After setting new silverware, clear any redundant items from the table to maintain a tidy presentation. If guests plan to share, present a shared plate to each guest before the food arrives. Checking Back with the Table: Within 2-minutes or two bites from serving any course, discreetly return to the table to offer further assistance. Frame your inquiry to prompt specific requests, such as, “May I bring anything additional for you at this moment?” Avoid generic questions like “Is everything to your liking?” which assume potential dissatisfaction. Instead, carry the confidence that our service and offerings are consistently exemplary. Engage primarily with the host to facilitate a smooth check-back, and as always, clear any unneeded items from the table. 19 Introduction to Elevated Service Sequence of Service: Maintaining Table Elegance Clearing the Table: Wait until all guests have finished before beginning to clear, showing respect for their dining experience. Clear from the guest’s right side, using your right hand when feasible. Begin with the first plate at your left hand's fingertips, and stack additional plates on your left wrist. Transfer any silverware to the bottom plate silently. Proceed clockwise around the table, ensuring a systematic approach. Carry soiled plates discreetly away from guests and minimize any noise from the dishware. Collaborate with a colleague for larger tables, adhering to the principle of clearing two settings per staff member. Strive for synchronized clearing movements among staff members for efficiency and minimal disruption. Clearing the Entrée: Follow the general clearing guidelines with additional steps for the entrée course:  Remove all dinnerware, including side plates and metal placemats.  Collect all silverware, including chopstick rests, and any empty glassware, to de-clutter the table. Wiping the Table: Once the table is cleared, especially after the entrée course or if crumbs are present, promptly tidy the table. Wipe from the right side with the crumber in your right hand where possible. If access to a place setting is blocked, courteously request permission to wipe. Should the guest prefer not to be disturbed, move on without wiping that area. Collect crumbs efficiently by sweeping them outward, depositing them into a clean plate without drawing attention. 20 Introduction to Elevated Service Sequence of Service: Finishing Touches Presenting the Dessert and Dessert Wine Menus: After the main course has been cleared and the table refreshed, gracefully present the dessert and spirits menus from the guest's right side. Place the dessert menu at the center of each setting. Position the spirits menu above the host's dessert menu, ensuring it does not stand upright on the table. Offer tea or coffee service at this juncture, highlighting any special dessert options or unique spirits that distinguish our establishment. Clearing Dessert: Follow the established clearing procedures, removing dessert plates only after all guests have concluded their dessert course. Retire    any redundant items from the table, leaving only those that are still in use: Wine glasses still being enjoyed. Coffee and tea wares if requested with dessert. Any spirits and dessert wines currently being savored. Preserve dessert mats on the table post-clearing and attend to any necessary final table touch-ups. Presenting the Check: At dinner, the check presentation is prompted solely by the guest's request, barring specific direction from management. Before presenting, ensure accuracy in all charges, including bar transfers, promotional deletions, and corkage as per management's directives. Deliver the check within a presenter, placing it on the right for discreet guest review. Settling the Check: Upon the guest's provision of payment, expedite the check settlement promptly and accurately. Seek managerial assistance if needed, especially if encountering any system issues. Remain vigilant to not prematurely close the check on the POS system, preventing any transactional errors. 21 Effective Communication Active Listening: The Good, The Bad, The Indifferent Active listening is crucial in providing exceptional service to our residents. It’s not just about hearing their words, but also about responding in a way that makes them feel understood and valued. Below are examples of responses that can enhance or diminish the quality of our service. Great Responses Not-So-Great Responses Affirmative: Express enthusiasm with phrases like "my pleasure" or "happy to help" to show genuine eagerness in assisting residents. Dismissive: Avoid casual dismissals like "No problem" or "No worries," which may belittle residents' concerns. Inquisitive: Use open questions such as "how may I help you?" Or "what can I help you find today?" To engage residents in a helpful dialogue. Impersonal: Steer clear of transactional language such as "Next..." which can make residents feel like just another number. Supportive: if you’re unsure, respond with "great question— I will find someone who can best answer it for you," demonstrating a commitment to resolving their query. Positive Confirmation: always affirm with a cheerful "yes!" To convey a can-do attitude. Resourceful: show willingness to assist by saying "let me see what I can do," which reflects a proactive approach to service. Polite Greetings: start interactions with a friendly "good morning" or "good afternoon" to set a welcoming tone. Basic Courtesies: never underestimate the power of "please," "thank you," and "you're welcome" in everyday interactions. 22 Negative: Do not express ignorance or unhelpfulness with "I don’t know" or blunt negatives like "NO!" Instead, always offer an alternative or a path to a solution. Indifferent: Sidestep non-committal or gruff answers like "Yeah" or "I can’t," and statements like "this never happens" that invalidate residents' experiences. Non-Responsive: Silence or a frown can be as powerful as words. Ensure your facial expressions and body language are always open and receptive. By choosing our responses wisely, we not only listen actively but also communicate respect, empathy, and a readiness to serve, ensuring our residents' experience is nothing short of exceptional. Effective Communication ELEVATE Your Interaction: Enhance the Experience In elevated dining, the words we choose are as crucial as the service we provide. This slide offers guidance on refining our verbal interactions for an exceptional guest experience. If you find yourself saying… Hey, how are you doing? Replace it with “Good evening Mr./Mrs. [Last Name], we’re delighted to see you again.” If you find yourself saying… “We just ran out.” Replace it with “I apologize, but we've had a popular demand for our apple pie tonight and it's temporarily unavailable. May I recommend our exquisite Georgia Peach cobbler with vanilla ice cream as a delightful alternative?” If you find yourself saying… “I’m not sure.” Replace it with “That's an excellent question. Allow me just a moment to verify the details for you.” If you find yourself saying… “No problem!” Replace it with “My pleasure”, or “You’re Welcome!” These curated responses are designed to demonstrate attentiveness, respect, and commitment to service excellence, ensuring that each guest feels personally valued and well-cared for. 23 Effective Communication Active Listening in the Restaurant Setting On The Phone Greeting: Incorrect: "Hello?" Correct: "Thank you for calling [Establishment Name]. This is [Your Name]. How may I assist you today?" Identifying the Establishment: Incorrect: "Who is this?" Correct: "Good [time of day], you've reached [Establishment Name]. How can I direct your call?" Offering Assistance: Incorrect: "What do you want?" Correct: "How may I be of service to you today?" Transferring Calls: Incorrect: "Hold on." Correct: "May I place you on a brief hold while I connect you to the [specific department/person]?" Taking Messages: Incorrect: "They're not available." Correct: "[Name] is currently assisting another guest. May I take a detailed message and ensure they return your call promptly?" Ending the Call: Incorrect: "Bye." Correct: "Thank you for calling [Establishment Name]. We appreciate your time and look forward to serving you in the near future. Have a wonderful day!" 24 Effective Communication Active Listening in the Restaurant Setting In The Restaurant Greeting Guests: Incorrect: "What can I do for you?" Correct: "Welcome to [Establishment Name], I’m [Your Name]. May I assist you with anything in particular?" Offering Assistance: Incorrect: "Can I help?" Correct: "Is there something specific you would like assistance with today?" Expressing Availability: Incorrect: "What do you want?" Correct: "I am here to ensure your experience is delightful. How may I assist you further?" Expressing Gratitude: Incorrect: "That's it?" Correct: "I’m glad to have been of assistance. Is there anything else I can do for you at this moment?" Apologizing: Incorrect: "Sorry." Correct: "I sincerely apologize for any inconvenience you've encountered. Allow me to rectify this immediately." Directing to Services: Incorrect: "Go there." Correct: "The [service/location] you’re looking for is conveniently located [provide clear directions]. Please let me know if you would like an escort." 25 Effective Communication Active Listening in the Restaurant Setting Service Check-Backs Timing: Incorrect: "How's your food?" Correct: "I trust everything is prepared to your liking. How is the [specific dish] this evening?" Specificity: Incorrect: "Is everything okay?" Correct: "May I offer any additional accompaniments for your meal? Perhaps some [suggest a condiment or adjustment]?" Proactive Approach: Incorrect: "Need anything?" Correct: "If you desire any modifications or have any special requests, please feel free to share." Addressing Concerns: Incorrect: “Did you complain about something?" Correct: "Your satisfaction is our priority. Should you have any concerns, I am here to assist." Expressing Availability: Incorrect: "Satisfied?" Correct: "Your comfort is of utmost importance to us. Please inform me if you require anything else." Acknowledging Feedback: Incorrect: "Okay." Correct: "Your feedback is invaluable. I will share your insights with our culinary team." Active listening extends beyond face-to-face interactions to include telephone etiquette. It's essential to reflect our establishment's high standards from the first "hello." Here are recommended phrases and responses to use on the phone and within the restaurant. 26 Service Recovery & Resolution Summary LASSIE L – Listen. Use effective listening and restate for clarity. A – Apologize. Not an acknowledgement of fault, but a show of empathy for difficulties experienced. S – Solutions Offered. Offer 2-3 options to resolve the situation. S – Solutions Determined. Invite the resident, co-worker, or vendor to create a solution. I – Initiate Action. Take action to fix the situation. E – Ensure Satisfaction. Follow up with the resident, co-worker, or vendor. Report the incident to your manager. Remember: Immediate Action for Guest Complaints: Address complaints with positivity and urgency and do not make excuse. 27 1. Remain calm & don't take it personally 2. Use your best listening skills 3. Actively empathize 4. Find a solution 5. Follow-up, follow-up, follow-up Pre-Shift Huddle Structure & Expectations Staying informed is critical to your success and the success of the entire team at Moorings Park. The daily pre-shift meeting is the key moment of the day where information is shared, team education continues, menu and beverage knowledge is shared, and changes are communicated. Pre-shift should be fun, engaging, and informative. The information that is presented by chefs and managers is essential for you to know, and you will be held accountable for this information. Without the tool of knowledge, levels of service cannot be maintained. For these reasons, a pre-service or pre-shift meeting is held before each service period. 1. Preparing For Pre-Shift Huddle: Each location should have a pre-shift log binder onsite The Manager and Chef will put together notes covering the areas below before the meeting. Each log will be saved in the book for reference. Notes will be manually added to the log as they come up during pre-shift discussions. It is important that the Manager and Chef are aligned on the action plan for the day and speak as a unified team during pre-shift. 2. Attending Pre-Shift Huddle: All scheduled servers, bussers, runners, and bartenders are required to attend Arrive on time, dressed for a shift with a pen & notepad to take detailed notes No cellphone use or texting during the meeting. The exception to this rule is to take photos of food and beverage specials for reference. The team should sit together making eye contact with the manager or chef conducting the lineup. The greatest asset the pre-shift huddle provides is the forum to sit together with the intent of increasing knowledge and sharing ideas. Questions during the huddle are welcome and encouraged! 28 Pre-Shift Huddle Structure & Expectations, Continued Structure: Items to be reviewed daily 3. Team Welcome. The Manager and Chef will do a role call to ensure all are present, preform a uniform check, and warmly welcome the team by setting the energy and the tone for the upcoming service Daily Specials (if any). The Chef will present & describe the dish providing details on ingredients, preparation, allergens, portion size, and pricing Discussion of Regular Menu. This time will be used for reviewing standard menu items, addressing upcoming alterations, sharing guest feedback on menu items, and most importantly asking clarifying questions on dishes. This is a great time to brush up on menu knowledge. Review of Dining Schematic & Flow. The Manager will review section assignments, highlight any adjustments or details that are outstanding and should be addressed immediately post pre-shift, and confirm sidework completion Review Reservation Book. The Manager will highlight guest notes, special requests, parties, and amount of covers for the day. Details will be shared for any special set up requirements for the close of shift. Service Focus of Week. The Manager will highlight a step of service to elaborate on by sharing information, conducting demonstrations or role playing, engaging with team and encouraging questions. Team members who excel at a certain skill may be highlighted during this time as a great model to emulate or look to for guidance. Beverage Review. Information will be shared on cocktail specials, new items, unavailable or low items, wine vintage or price changes. Items for tasting may be presented at this time. Question & Answer. Each pre-shift huddle will end with an open forum to clarify the items reviewed and for the entire team to ask questions pertaining to the upcoming service. The Pre-Shift Huddle is a learning, encouraging environment. It is important to foster respect and honesty. It’s important to encourage active participation by all team members. The Huddle should be FUN and create the energy for the shift! 29 Reservations & Guest Book Standards & Conduct at the Podium Your impression begins the moment you approach the podium, significantly influenced by both your appearance and body language. To ensure professionalism, alertness, and attentiveness, adhere to these essential guidelines: Posture: Maintain an upright stance; avoid leaning or slouching. Our ambiance may be casual, but our energy is dynamic and engaged. Eating Habits: Do not chew gum or eat during service hours. Orientation: Always face the entrance. Never turn your back to our guests. Phone Use: Personal phone calls, unless urgent, are not allowed at the podium. Guest Greeting: Prioritize greeting and assisting new arrivals over service discussions. Personal Grooming Standards Clothing: Opt for stylish, professional attire that projects approachability. Inappropriate outfits, as determined by management, are not permissible. Footwear: Choose comfortable shoes suitable for prolonged standing on hardwood floors. Flats are recommended. Sandals, chunky boots (e.g., Doc Martens), and sneakers are deemed unsuitable. Hair and Makeup: Keep hair away from the face; tie it back if it impedes vision. Make adjustments in private. Extreme hairstyles or colors may restrict door duties. For bold new looks, seek managerial approval. Makeup should be minimal. Facial Hair: Men should be clean-shaven or have neatly trimmed facial hair. The Podium Essentials The podium is equipped with: 30 Telephones for internal communication and business calls. The RESY monitor. A hard copy of the reservation sheet and shift floor plan. Sample menus, current dessert and wine lists, and a cocktail menu. Writing utensils and correction fluid. Business cards and toothpicks. Maintain an organized podium area, free from personal belongings, reading materials, and mobile phones. Reservations & Guest Book Basic Host Duties Greeting Guests Upon the arrival of guests, immediately make eye contact with the lead person in the party. Initiate the greeting with a warm and gracious "Good Evening" before the guests approach the podium. In situations where multiple parties arrive simultaneously, ensure to make eye contact and verbally acknowledge those who are waiting, including those furthest away. If the anchor is occupied with guest check-ins, the runner must acknowledge all guests awaiting attention. Remaining at the Podium The podium must always be manned. Every guest entering or leaving the restaurant should be greeted upon arrival and wished farewell upon departure. Throughout the day, individuals may come for appointments or interviews; they should be treated with the same hospitality as guests, offered seating and refreshments, and the appropriate staff member notified of their presence. All visitors dropping off a résumé are also asked to fill out an application, which should be brought to a manager's attention or left in their mailbox if they are unavailable. Regularly check the cleanliness of the glass windows while stationed at the podium. Introduction to RESY The RESY system is pivotal for daily service, storing details about each guest’s party, including seating information. This data is crucial for locating guests for phone calls, lost and found inquiries, etc. Ensure RESY is kept up-to-date with accurate information; deletions are strictly prohibited. The system records: Number of guests in the party Party’s first and last name Contact information Initials of the reservationist Date the reservation was made Special requests/information Confirmation status Client’s history The "Customer/Reservation Notes" section, requires detailed notes for seating decisions or noting special occasions. 31 Reservations & Guest Book Basic Host Duties, Cont. Mapping the Reservation Sheet Dinner reservations are organized in 15-minute intervals based on your property’s specific hours of operation. This scheduling allows for an even distribution of guests throughout the meal period and maximizes restaurant seating capacity. Example: Unidine to provide revised verbiage 32 Reservations & Guest Book Host Responsibilities: Handling Different Scenarios Options for Walk-Ins Immediate Seating: Seat the party immediately if tables are available or a reservation is missed. Bar and Bar Area: Offer this as the first alternative to dining room seating. If available, escort the party to the bar and provide menus. If full, suggest waiting for an opening and inform the bartender. Walk-In List: Use cautiously, making clear that seating is not guaranteed. If no immediate availability, suggest waiting at the bar with a reassessment in twenty minutes. Seat the walkins if a reservation does not show by 8:20 PM. Inform them promptly if all reservations are honored and invite them to continue waiting for a bar seat. No Shows Label a reservation as a "no-show" if not arrived within twenty minutes, except when a guest has notified us of being late or a manager decides to hold the table longer. Late Arrivals Accommodate late arrivals without making them feel guilty. Inform them that we will honor their reservation as soon as possible and provide an estimated wait time. Offer the bar as a waiting area. Increasing Party Size Strive to accommodate any requests to increase the party size. If immediate, adjust settings accordingly. If not possible, explain the situation and provide an estimated wait time. Assigning Tables Initially, seat one table in each section to balance the room, then distribute seating evenly, using the cover counter for the café and dining room. Alert a manager if a station is overwhelmed. Table Requests Respond appropriately to specific table requests, offering the desired table, an alternative, or an honest status update if neither is available. Ensure the party's name is communicated to the runner for verification. Podium Management Keep the podium area clear of guests by directing them to wait in the bar, thus maintaining comfort for all patrons. Maximizing Table Space Efficiently seat parties according to size to optimize restaurant capacity, matching party sizes to table capacities. 33 Reservations & Guest Book Host Responsibilities: After Service Following the conclusion of service, the host staff is tasked with specific responsibilities. Collecting Menus (All Hosts) Empty and clean all menu boxes. Sort all menus by type and store them neatly behind the podium. Immediately remove any soiled, bent, or torn menus from service. Cover Counts (Anchor) Provide management with an accurate count of guests seated in both the dining and front rooms. Notify the kitchen expediter when the last table is seated for each meal period, including the total covers. Complete a daily door report post-service, documenting the breakdown of total covers into reservations, walk-ins, and no-shows. This report is stored behind the reservation sheet. Monitoring the Bar (All Hosts) Serve as the "bar host" once dining room seating concludes, ensuring all arriving guests are warmly welcomed and directed to available seating at the bar. Responsibilities include identifying guests in need of service, promptly communicating service needs to servers, bartenders, and management, and straightening bar stools. Saying Farewell to Guests (All Hosts) Cheerfully acknowledge all departing guests, adhering to the following guidelines: Make eye contact. Speak directly to the guests, ensuring you're not merely addressing the vicinity. Offer a gracious "Thank you," initiating the interaction. Inquire about their experience. Wish them a warm farewell with a "Good Night" or "Goodbye.“ If a guest expresses dissatisfaction with any aspect of their experience: Immediately apologize. Request the guest to detail the problem. Listen attentively and empathetically. Inform the guest of your intention to have a manager address their concerns and promptly get a manager. Priority must always be given to saying farewell to guests, overriding any other task the host staff might have. 34 Reservations & Guest Book VIP Coordination and Large Party Management Pre-sets and Large Party Preparation Upon organizing large table arrangements, it's essential to distribute THE LARGE PARTY PRE-SETS to the serving team before service commences. Efficiently planning the layout and managing the initial seating are vital for the seamless progression of the meal period. Advance preparations for large groups, VIPs, and specific guest requests are necessary to ensure a smooth service. VIP Forms, Pre-pays, and Special Information Handling VIP forms are generated by printing reservation notes directly from the RESY system. Although the function is straightforward, it mandates that all notes entered be clear, concise, and accurate at all times. Any irrelevant information, such as temporary identifiers (e.g., guests' attire for the day), should be omitted on the day of the reservation. VIP forms serve a critical role in conveying special details to the servers, management, and kitchen staff, including birthdays, anniversaries, pre-paid arrangements, etc. This vital information should be permanently noted in RESY and will be highlighted on the reservation sheet for easy identification. When guests are seated, the VIP form must be promptly delivered to the designated server, the kitchen, and the floor manager. Ensuring the server's full attention is paramount; if they are currently attending to a table, wait until they are available. Should there be any change in seating arrangements, the anchor is responsible for informing both the new server about the VIP information and the previous server about the change. For occasions like birthdays, identifying the individual (e.g., "HB Mark Lavender shirt") on the form for the server is encouraged for personalized service. 35 Reservations & Guest Book The Reservationist Reservations lay the foundation for our successful dinner service, impacting every aspect of our operations from the front desk to the kitchen. Accurate completion of the reservation sheet is crucial, as it ensures smooth coordination across departments. When taking a reservation, the following details are essential: Number in Party: How many guests will be attending. Date of Reservation: Specify both the day and the date. Guest Name: Record the last name followed by the first name, ensuring correct spelling. Initials: The initials of the person taking the reservation. Date Taken: The date the reservation was made. Contact Information: A local phone number for reservation confirmation the day before. Use "W/C" for guests who will call upon arrival. Advance Confirmation: Ask guests to confirm their reservation 24 hours in advance. Note any additional details such as birthdays, anniversaries, specific table or dessert requests, or prepayments in the comments and special requests section. Every piece of information is valuable. Verification: Always repeat the reservation details back to the customer for verification, e.g., "We have the Michaela party of 4 for 8:00 PM on Wednesday, October 1st.“ Following the Sheet Our reservation system is organized into time slots to optimize kitchen and service flow. To prevent overbooking and ensure customer satisfaction, only book available time slots as indicated. Follow table maximization practices: book parties of two in slots marked for two, parties of three or four in slots for four, and so forth, maximizing each table's usage. Large Parties For parties exceeding the sizes of your largest table or reservation size, refer guests to the private dining room manager or a dining room manager. Always approach such requests with solutions, never turning a guest away with a simple "No." 36 Beverage 101 Mastering Wine Presentation Ensure you're equipped with the correct bottle of wine, a wine key, clean linen, and that guests have spotless wine glasses at the ready 1. Presentation: Display the bottle with the label facing the host who made the selection. Articulate the wine's name, producer, varietal, and vintage—all detailed on the label. Await the host's confirmation. 2. Foil Removal: With the wine key's knife, slice cleanly around the bottle's bottom lip. Securely dispose of the foil. 3. Corking: Twist the corkscrew about threequarters deep into the cork. 4. Cork Removal: Extract the cork smoothly—it should whisper, not shout. Offer the cork for the host's inspection, highlighting moisture and label integrity. 5. Clean the Bottle: With a clean linen, delicately wipe the bottle's lip to ensure no cork or debris remains. 6. Tasting: Pour a modest ounce for the host's approval. Await their nod to proceed. 7. Service: Commence pouring for guests, moving left to right, prioritizing ladies followed by gentlemen, reserving the host's pour for last. Control each pour—glasses should be filled to just half. 37 An informed understanding of your wine list is indispensable for Suggestive Selling and enriching the guests experience with tailored recommendations. Beverage 101 Talking About Wine – The Common Grape Chardonnay 1. Fruit Characteristics: Chardonnay grapes are generally small to medium in size with thin skins, making them somewhat delicate. 2. Typical Plantings: This varietal thrives in a variety of climates and is most notably planted in Burgundy, France. It's also a key player in Champagne and has found a second home in California, Australia, and Chile. 3. Unexpected Regions: You might be surprised to find Chardonnay making waves in regions like England and Oregon, which have garnered attention for their unique expressions of the grape. 4. Tasting Notes: Chardonnay typically exhibits flavors ranging from apple and lemon in cooler regions to tropical fruits in warmer ones. Oak-aged versions can have notes of vanilla, toast, and coconut. 5. Exceptions: Unoaked Chardonnays buck the trend of buttery, rich profiles and offer a zesty, mineral-driven alternative 38 Beverage 101 Talking About Wine – The Common Grape Sauvignon Blanc 1. Fruit Characteristics: Sauvignon Blanc grapes are small with thick skins, which contributes to their robust character. 2. Typical Plantings: Traditionally associated with the Loire Valley and Bordeaux in France, it's also become synonymous with the New World style seen in New Zealand. 3. Unexpected Regions: Sauvignon Blanc has seen successful cultivation in unexpected places like South Africa and even cooler parts of Brazil. 4. Tasting Notes: Known for its high acidity and aromas of grass, green herbs, and citrus, it can also display tropical fruit flavors in warmer climates. 5. Exceptions: When aged in oak, which is rare, Sauvignon Blanc can take on a creamier, more subdued profile. 39 Beverage 101 Talking About Wine – The Common Grape Riesling 1. Fruit Characteristics: Riesling grapes are typically small to medium, with thin, delicate skins 2. Typical Plantings: This grape is traditionally from Germany, particularly the Mosel region, and is also found in Alsace, France. It has achieved significant success in Australia's Clare and Eden Valleys. 3. Unexpected Regions: Surprising to some, Riesling is also planted in regions like Michigan and New York State in the United States. 4. Tasting Notes: Riesling can range from sweet to bone-dry, with flavors of lime, green apple, and beeswax, often accompanied by a striking minerality and high acidity. 5. 40 Exceptions: Rieslings are sometimes perceived as only sweet, yet many dry Rieslings are crafted, offering a crisp, refreshing style. Beverage 101 Talking About Wine – The Common Grape Pinot Grigio / Pinot Gris 1. Fruit Characteristics: The Pinot Grigio grape, also known as Pinot Gris, is medium-sized with a thin skin, which can vary in color from pinkishgrey to brownish-pink. 2. Typical Plantings: While Italy is famous for Pinot Grigio, the grape's origins lie in France's Burgundy region, and it's also a significant varietal in Alsace. It's widely planted across Northern Italy and has been embraced by the Pacific Northwest in the U.S. 3. Unexpected Regions: It might come as a surprise to encounter this varietal in old vine plantings in regions like Hungary and Slovenia. 4. Tasting Notes: Pinot Grigio/Pinot Gris typically presents flavors of lime, pear, and white nectarine, with Italian styles being lighter-bodied and crisper compared to the richer, fuller-bodied styles of Alsace. 5. 41 Exceptions: Alsatian Pinot Gris often defies the light and zesty profile of its Italian counterpart and can exhibit rich, spicy notes and a fuller body. Beverage 101 Talking About Wine – The Common Grape Gewürztraminer 1. Fruit Characteristics: Gewürztraminer grapes are generally large with thick, pink skins, known for their high sugar content and aromatic quality. 2. Typical Plantings: This grape has a notable presence in Alsace, France, and also thrives in Germany and parts of Northern Italy. 3. Unexpected Regions: Gewürztraminer is not commonly associated with the Americas, yet there are surprising plantings in places like Oregon and even Chile. 4. Tasting Notes: Gewürztraminer is celebrated for its heady aromas of rose petal, lychee, and ginger with a typically rich, spicy palate. 5. 42 Exceptions: While often made in an off-dry style, there are examples of completely dry Gewürztraminer that offer a more subtle and structured taste profile. Beverage 101 Talking About Wine – The Common Grape Cabernet Sauvignon 1. Fruit Characteristics: Cabernet Sauvignon grapes are small with thick skins, contributing to the robust tannins of the wine. 2. Typical Plantings: This varietal is famously tied to Bordeaux, France, but has become a star in regions like Napa Valley, California, and Chile. 3. Unexpected Regions: Cabernet Sauvignon has shown it can thrive in unconventional areas like China's Ningxia province and even parts of Lebanon. 4. Tasting Notes: Key flavors include blackcurrant, cedarwood, and dark cherry, often with notes of tobacco and vanilla from oak aging. 5. 43 Exceptions: Though known for its power and longevity, some Cabernet Sauvignons, especially those from cooler climates, can be more restrained and less tannic. Beverage 101 Talking About Wine – The Common Grape Merlot 1. Fruit Characteristics: Merlot grapes are generally large with thin skins, leading to lower tannin levels and a softer wine. 2. Typical Plantings: Predominantly grown in Bordeaux, France, Merlot is also a principal varietal in regions like California and Washington State. 3. Unexpected Regions: It may come as a surprise to find Merlot flourishing in areas like Bulgaria and Mexico. 4. Tasting Notes: Merlot is known for its ripe plum and black cherry flavors, with a velvety texture and sometimes chocolatey notes. 5. 44 Exceptions: Contrary to its reputation for being soft and accessible, some Merlots are structured and complex, capable of aging well. Beverage 101 Talking About Wine – The Common Grape Syrah / Shiraz 1. Fruit Characteristics: Syrah grapes are medium to large with thick skins, leading to robust wines with substantial tannins. 2. Typical Plantings: The grape is synonymous with the Rhône Valley in France and has been popularized as Shiraz in Australia, particularly in the Barossa Valley. 3. Unexpected Regions: Syrah has also found a niche in unexpected locales like Switzerland and South Africa's cooler regions. 4. Tasting Notes: Syrah/Shiraz typically delivers flavors of blueberry, black pepper, and smoked meat, with regional variations ranging from savory to sweetly ripe. 5. 45 Exceptions: While often associated with powerful, full-bodied wines, Syrah can also produce more elegant, restrained styles, particularly in the cooler climates of the Northern Rhône. Beverage 101 Talking About Wine – The Common Grape Pinot Noir 1. Fruit Characteristics: Pinot Noir grapes are small with thin skins, which challenges winemakers due to their susceptibility to various vineyard ailments. 2. Typical Plantings: This varietal is most famously grown in Burgundy, France, and has gained prominence in regions like Oregon, New Zealand, and California's cooler areas. 3. Unexpected Regions: Pinot Noir's adaptability is showcased in unexpected regions like South Africa's Walker Bay and even parts of Italy's Alto Adige. 4. Tasting Notes: Pinot Noir is celebrated for its red fruit flavors—think cherries and raspberries—with earthy undertones and a delicate structure. 5. 46 Exceptions: Some Pinot Noirs, especially from newer wine regions, may defy traditional profiles with bolder and more concentrated fruit flavors. Beverage 101 Talking About Wine – The Common Grape Tempranillo 1. Fruit Characteristics: Tempranillo grapes are generally of medium size with thick skins, which contribute to the wine's color and tannin structure. 2. Typical Plantings: Indigenous to Spain, particularly in Rioja and Ribera del Duero, Tempranillo is also a key grape in Portugal for Port production. 3. Unexpected Regions: While less known for its presence outside of the Iberian Peninsula, Tempranillo has made impressive strides in regions like Central California and Texas. 4. Tasting Notes: Traditional Tempranillo wines offer flavors of plum, tobacco, and vanilla, often with a savory, leathery backdrop. 5. 47 Exceptions: In cooler climates or at higher altitudes, Tempranillo can express a more refined, less oaky profile with pronounced acidity and red fruit nuances. Beverage 101 Talking About Wine – Glossary of Terms Vineyard Terms 1. Clone - A vine cultivated from a single parent variety that exhibits specific, desirable characteristics. Clones are selected for particular traits like disease resistance or flavor profiles. 2. Terroir - The combination of factors including soil, climate, terrain, and vineyard practices that give a wine its distinctive character. 3. Dry-Farmed - Vines that are not irrigated, relying solely on natural rainfall. This often results in deeper root systems and potentially more concentrated fruit. 4. Canopy - The part of the vine composed of leaves and shoots. Canopy management involves controlling this growth to optimize grape ripening and health. 5. Rootstock - The part of the vine that forms the root system. Different rootstocks are used to control vine vigor and provide resistance to soil pests and diseases. 48 Beverage 101 Talking About Wine – Glossary of Terms Winemaking Terms 6. Bâtonnage - The process of stirring lees (dead yeast cells) in a barrel or tank to add richness and complexity to the wine. 7. Malolactic Fermentation (MLF) - A secondary fermentation process where tart malic acid is converted to softer lactic acid, often giving the wine a creamy texture. 8. Must - The juice, skins, seeds, and stems of grapes that are used to make wine. 9. Cuvée - A term that refers to a specific blend or batch of wine. It is often used to denote a particular quality or characteristic. 10. Tannins - Phenolic compounds found in grape skins, seeds, and stems, as well as in oak barrels. They contribute to the structure and texture of a wine, often providing astringency. 49 Beverage 101 Talking About Wine – Glossary of Terms Tasting Note Terms 11. Body - The weight and fullness of a wine on the palate. Wines can be light, medium, or full-bodied. 12. Finish - The impression a wine leaves after tasting, including the flavors that linger in the mouth and the overall length of the flavor persistence. 13. Legs/Tears - The streaks of liquid that cling to the inside of a glass after the wine has been swirled. They can indicate alcohol content and viscosity. 14. Balance - A wine is considered balanced when all its components— acidity, tannins, alcohol, and fruit—are in harmony with none overpowering the others. 15. Complexity - A term used to describe a wine with multiple layers of flavor and aroma, indicating depth and character. 50 Beverage 101 Talking About Wine – Glossary of Terms Aromatic Note Terms 16. Bouquet - The array of aromas in a wine that develop with age, as opposed to the primary fruit aromas present in younger wines. 17. Oxidation - The process where wine is exposed to air, causing a change in color and flavor profile, sometimes resulting in a nutty character, but can lead to spoilage if excessive. 18. Volatile Acidity (VA) - A high level of volatile acids in wine, notably acetic acid, which can give off an aroma of vinegar if not balanced. 19. Botrytis - A beneficial mold that causes "noble rot," concentrating sugars and acids in grapes, often used in the production of sweet wines like Sauternes. 20. Minerality - A term used to describe wine tasting notes that have a quality resembling minerals. Often associated with white wines and linked to the terroir where the grapes are grown. 51 Beverage 101 Talking About Wine – Glossary of Terms Other Wine Terms 21. Vintage - The year in which the grapes were harvested to make a wine. Indicates the growing conditions and weather patterns of that year. 22. Lees - The sediment consisting of dead yeast cells and small grape particles that settle at the bottom of the fermentation vessel. Aging on the lees can add complexity to the wine. 23. En Primeur - A method of purchasing wines early while the wine is still in the barrel, particularly common for Bordeaux wines. 24. Decanting - The process of slowly pouring wine from its bottle into another container to separate it from the sediment and aerate it before serving. 25. Appellation - A designated wine-growing region where the grapes are grown and often regulated by specific laws that define the geographic boundaries, grape varieties, and winemaking practices. 52 Beverage 101 What Happens on a Vineyard– Glossary of Terms Selected Vineyard Management Terms VSP (Vertical Shoot Positioning) The most widely used system in regions where mechanization is possible. Vines are trained upward in a narrow curtain with shoots tied to a vertical trellis to promote air circulation and sun exposure, reducing disease risk. Guyot (Single and Double) Common in France, particularly in Burgundy and Bordeaux. This system involves pruning the vine to one (single Guyot) or two (double Guyot) horizontal canes that are trained along a wire. Cordon Training The vine is trained to one or two horizontal arms, or cordons, extending from the trunk along a trellis wire. Spurs are pruned along the cordon to bear the fruit. This system is common in many regions, including parts of California and France. 53 Selected Vineyard Management Terms, Cont. Pergola (Trentino or Traditional) Often used in Italy's Trentino region. Vines are trained on a high overhead trellis, creating a canopy. This method is good for maximizing sun exposure in cooler, mountainous regions. Goblet Found in hot, dry regions such as the Southern Rhône. Vines are pruned to a goblet shape with no trellis support, keeping grapes close to the ground where they benefit from radiated heat. horizontal canes that are trained along a wire. Alberello Similar to goblet but usually even lower to the ground. This ancient method seen in parts of Italy and Greece involves training the vine to grow in a small, tree-like shape, optimizing sun exposure and airflow. Spur Pruning A method used in conjunction with systems like cordon training. The spurs (short, stubby branches) are pruned to have only a few buds, which will bear the clusters. 54 Selected Vineyard Management Terms, Cont.. Lyre system Developed in France, the vine is trained into a Yshape, which increases the leaf area exposed to sunlight and improves fruit quality by allowing more light into the canopy. Scott Henry System Originating in Oregon, USA, this system involves a combination of vertical shoot positioning and downward shoot positioning, allowing for greater sun exposure and air circulation. Geneva Double Curtain (GDC) Typically used for vigorous vine varieties in cooler climates like the Finger Lakes region of New York. Vines are trained along two wires, creating two canopies for better sunlight penetration and air circulation. 55 Beverage 101 Talking About Wine - Knowledge If Only I Could Remember Ten Pieces of Information when Speaking About Wine… 1. The Impact of Soil Types: Different soil types, such as limestone, clay, slate, and volcanic, can impart distinct mineral qualities to wine, which is a crucial aspect of a wine's terroir. 2. Old World vs. New World Styles: Old World wines (from Europe) typically emphasize balance and terroir, while New World wines (from the Americas, Australia, New Zealand, South Africa) often have bolder fruit flavors and higher alcohol content. 3. Importance of Climate: Cool climate wines generally have higher acidity and lighter body, while warm climate wines tend to be fuller-bodied with riper fruit flavors and lower acidity. 4. Oak Aging Influence: Oak barrels can impart flavors of vanilla, spice, and toast to wine. The size of the barrel, the type of oak, and the time spent in the barrel all contribute to the wine's final flavor profile. 5. Decanting Purpose: Decanting wine serves two main purposes: to separate the wine from any sediment that may have formed and to aerate the wine, allowing it to open up and fully develop its aromas and flavors before serving. 6. Tannins Origin: Tannins, which contribute to the structure and texture of wine, are derived primarily from grape skins, seeds, and stems, or from oak aging, and are more prevalent in red wines due to the winemaking process involving longer skin contact. 7. Sulfites in Wine: Sulfites are naturally occurring substances in wine but can also be added to prevent oxidation and spoilage. Their presence is often misunderstood, and sulfite allergies are quite rare. 8. Residual Sugar Levels: The residual sugar in wine can vary significantly, affecting the sweetness of the wine. This is not just the result of the winemaking process but also of the grape variety and the ripeness level when harvested. 9. Varietal vs. Blended Wines: Varietal wines are made primarily from a single grape variety and can showcase the unique characteristics of that grape, while blended wines combine multiple grape varieties to create complex flavors and balance. 10. Serving Temperatures: Serving wines at the correct temperature is crucial—typically, light white wines at 45-50°F (7-10°C), full-bodied whites at 50-60°F (10-15°C), and reds at 60-68°F (15-20°C)—to optimize the sensory experience. 56 Beverage 101 Talking About Wine - Knowledge If Only I Could Just Get People to Stop Believing Ten False Assumptions About Wine, They Would Be… 1. Expensive Wine Always Equals Quality: While price can be an indicator of the care and quality that goes into wine production, it is not a guarantee. Many moderately priced wines offer exceptional quality. 2. Older Wine Is Better: Not all wines are made to age, and many are best enjoyed within a few years of release. Only a small percentage of fine wines improve with extended aging. 3. Red Wine Should Be Served at Room Temperature: This often-repeated advice doesn’t account for modern centrally heated rooms. The ideal serving temperature for reds is slightly cooler, around 60-65°F (15-18°C). 4. White Wine Is for Fish, Red Wine Is for Meat: While this can be a good guideline, it's not a strict rule. The best pairings consider the sauce, cooking method, and wine's body and flavor profile. 5. All Wine Improves with Decanting: Some delicate wines, like older vintages or light-bodied reds, can be harmed by excessive aeration. Decanting is beneficial mostly for young, tannic reds. 6. Screw Caps Signify Lower Quality Wine: Screw caps are actually a very reliable and modern alternative to corks, offering a tighter seal and reducing the risk of cork taint. 7. You Can't Make Good Wine in a Bad Year: Even in challenging vintages, skilled winemakers can produce excellent wines. In fact, some 'off' years can yield surprisingly good results. 8. Champagne Should Always Be Aged: Most non-vintage Champagnes are designed to be enjoyed soon after purchase. Vintage Champagne can benefit from aging, but it's not a requirement for enjoyment. 9. Sulfites Cause Headaches: While some people are sensitive to sulfites, they are not the common cause of wine headaches. Factors such as histamines and the alcohol content itself are more likely culprits. 10. “Legs” Indicate Wine Quality: The “legs” or “tears” that wine forms on the side of a glass are more about alcohol content and surface tension than quality. They do not provide meaningful information about the wine's value or craftsmanship. 57 Intro to Spirits - Vodka Vodka, originating in Eastern Europe, notably Russia and Poland, is a versatile, clear spirit distilled from fermented grains or potatoes. Praised for its purity and neutral flavor profile, vodka serves as an essential component in a myriad of cocktails, from Bloody Mary's to Moscow Mules, while also being enjoyed neat or on ice by purists. In Brief Key Brands Key Cocktails Moscow Mule Bloody Mary Vodka Martini Cosmopolitan White Russian 58 Origin: Eastern Europe, notably Russia and Poland. Commonly Made: Produced globally. Most Common Use: Consumed neat, on ice, or in cocktails. Common Drinks: Moscow Mule, Vodka Martini, Bloody Mary, Cosmopolitan. How It's Made: Vodka is distilled from fermented grains (wheat, rye, barley) or potatoes. It undergoes multiple distillations to achieve high purity and is then filtered, often through charcoal, to remove impurities, resulting in its characteristic neutrality. Smirnoff (England/Russia) - The world's best-selling vodka, known for its wide range of flavors and versatility in cocktails. Absolut (Sweden) - Renowned for its pure taste and creative marketing, including unique bottle designs. Grey Goose (France) - Renowned for its pure taste and creative marketing, including unique bottle designs - A premium brand known for its smoothness and marketed as being distilled from French wheat. Belvedere (Poland) - A high-end Polish vodka made from Dankowskie rye, offering a unique taste profile. Tito's Handmade Vodka (USA) - An American craft vodka that has rapidly gained popularity for its smooth taste and micro-distillery origin. Key Questions Would you prefer your Martini dry, wet, or dirty? How spicy would you like your Bloody Mary? For your Moscow Mule, do you have a preference on the brand of vodka? Do you prefer your Cosmopolitan with or without a sugar rim? Would you like regular or skim milk in your White Russian? Intro to Spirits - Gin Gin, with its origins traced back to the Netherlands, evolved into the aromatic spirit known today in England. Distilled from grain and flavored with botanicals—juniper berries being paramount—it's foundational in many classic cocktails, including the Martini and Gin & Tonic. Gin's complex flavor profile makes it a favorite among bartenders and connoisseurs alike. In Brief Origin: The Netherlands, evolving into its current form in England. Commonly Made: Globally, with significant production in the UK, USA, and Spain. Most Common Use: Primarily in cocktails. Common Drinks: Gin and Tonic, Martini, Negroni, Tom Collins. How It's Made: Gin is made by distilling fermented grain mash and then flavoring it with botanicals, juniper berries being the primary one. The botanicals can be added during distillation or infused afterward. Key Brands Tanqueray (England) - Known for its distinctive green bottle and London dry style, it's a staple in bars worldwide. Bombay Sapphire (England) - A premium gin famous for its aromatic botanicals and blue bottle. Hendrick's (Scotland) - Offers a unique infusion of cucumber and rose, standing out in the gin market. Beefeater (England) - One of the oldest and most awarded gin brands, known for its classic London dry style. Gin Mare (Spain) - A Mediterranean gin that incorporates botanicals like rosemary, thyme, and olive, offering a unique flavor profile. Key Cocktails Gin and Tonic Martini Negroni Tom Collins Gimlet 59 Key Questions What type of gin do you prefer in your Gin and Tonic? Would you like your Martini classic, with gin, or modern, with vodka? For your Negroni, do you prefer a classic bitter or something lighter? Do you like your Tom Collins with any particular garnish? Would you prefer your Gimlet sweet or tart? Intro to Spirits - Tequila Tequila, exclusively produced in Mexico from the blue agave plant, is a symbol of national heritage. Predominantly made in Jalisco, it ranges from unaged blancos to deeply matured añejos. Celebrated in traditional Mexican ceremonies and globally favored in cocktails like the Margarita and Tequila Sunrise, tequila offers a taste of Mexican terroir. Origin: Jalisco, Mexico. Commonly Made: Mainly in Mexico, under strict regulations. In Brief Most Common Use: Neat, especially premium varieties, or in cocktails. Common Drinks: Margarita, Tequila Sunrise, Paloma, El Diablo. How It's Made: Tequila is distilled from the fermented juice of the blue agave plant. The harvested agave hearts, or piñas, are cooked, crushed to extract the juice, which is then fermented and distilled. Key Brands Key Cocktails Margarita Tequila Sunrise Paloma Michelada El Diablo 60 Patrón (Mexico) - A luxury brand that helped elevate tequila's image globally, known for its smooth taste and handcrafted bottles. Don Julio (Mexico) - Recognized for its high-quality agave and range of premium tequilas, from blanco to añejo. Jose Cuervo (Mexico) - The best-selling tequila brand in the world, with a broad range that includes both mixto and 100% agave tequilas. Herradura (Mexico) - Established in 1870, it offers a range of highquality, traditional tequilas. Casa Dragones (Mexico) - A relatively new player, known for its smallbatch, ultra-premium joven tequila, blending silver and extra aged tequila. Key Questions Would you like your Margarita on the rocks, frozen, or straight up? Do you have a preference for silver or aged tequila in your Tequila Sunrise? For the Paloma, do you prefer grapefruit soda or fresh grapefruit juice? How spicy do you like your Michelada? Is there a specific tequila you prefer in your El Diablo? Intro to Spirits - Mezcal Mezcal, distinguished by its smoky character, is made from a variety of agave plants in Mexico. Unlike tequila, mezcal's production involves roasting agave hearts in pit ovens, imparting a distinct smokiness. Traditionally consumed neat to appreciate its complex flavors, mezcal has gained international acclaim and is increasingly featured in artisanal cocktails. In Brief Key Brands Key Cocktails Made with Mezcal Old Fashioned Margarita Negroni Paloma Smoky Mezcal Martini Origin: Mexico, with a broader variety than tequila. Commonly Made: Primarily in Oaxaca but also in other regions of Mexico. Most Common Use: Traditionally consumed neat. Common Drinks: Mezcal Old Fashioned, Mezcal Margarita, Mezcal Negroni. How It's Made: Similar to tequila but can be made from over 30 types of agave. The agave hearts are roasted in pit ovens, giving mezcal its signature smoky flavor, before being fermented and distilled. Del Maguey (Mexico) - Single village mezcal that highlights the artisanal and traditional methods of production, with a focus on terroir. Montelobos (Mexico) - An artisanal mezcal brand known for its organic agave and sustainable production practices. Mezcal Vago (Mexico) - Offers mezcals that are artisanal crafted, highlighting the distinct flavors of different agave species. El Jolgorio (Mexico) - A premium brand that focuses on celebrating the heritage and diversity of Oaxacan mezcal. Ilegal Mezcal (Mexico) - Known for its smooth, approachable profile and rebellious origins, IIegal has gained significant popularity Key Questions How smoky do you like your Mezcal Old Fashioned? For your Mezcal Margarita, do you prefer it with or without a salt rim? Would you like a classic Negroni, or are you interested in trying it with mezcal? In your Mezcal Paloma, do you have a preference for soda or fresh juice? Would you like any specific garnish with your Smoky Mezcal Martini? Martini? 61 Intro to Spirits - Rum Rum, the spirit of the Caribbean, is derived from sugarcane juice or molasses and exhibits a broad spectrum from light and crisp to rich and aged varieties. Integral to the identity of pirate lore and island life, rum fuels classic cocktails like the Mojito and Pina Colada, embodying the essence of tropical escapism. In Brief Origin: The Caribbean. Commonly Made: Across the Caribbean, Latin America, and other sugarcane-producing regions. Most Common Use: Versatile, used in cocktails or consumed neat. Common Drinks: Mojito, Daiquiri, Pina Colada, Dark 'n' Stormy. How It's Made: Rum is distilled from sugarcane juice or molasses. The fermentation process varies, influencing the final flavor. After distillation, rum may be aged in barrels, contributing to its complexity and color. Key Brands Bacardi (Puerto Rico) - The largest privately held, family-owned spirits company in the world, known for its white rum. Captain Morgan (Caribbean) - Famous for its spiced rum and branding based on the historical figure Captain Henry Morgan. Mount Gay (Barbados) - The oldest existing rum company in the world, known for its rich, aromatic rums. Appleton Estate (Jamaica) - Offers premium, age-statement rums that are rich in flavor, reflecting the terroir of Jamaica. Ron Zacapa (Guatemala) - Known for its solera aging process, Zacapa produces a deep, complex rum from first-press sugar cane juice. Key Cocktails Mojito Daiquiri Piña Colada Dark 'n' Stormy Rum Punch 62 Key Questions Do you prefer your Mojito classic, or with a twist of another fruit? Would you like your Daiquiri blended or shaken? For your Piña Colada, do you prefer light or dark rum? Is there a specific type of ginger beer you enjoy in your Dark 'n' Stormy? How strong do you like your Rum Punch? Intro to Spirits - Brandy Brandy, a refined spirit distilled from wine or fermented fruit juice, ages gracefully in wood barrels, acquiring complexity and elegance. Originating from various regions worldwide, with Cognac and Armagnac from France as exemplars, brandy is savored neat in snifters or incorporated into sophisticated cocktails, showcasing its versatility and depth. In Brief Origin: Many regions have long traditions of brandy production, with notable styles coming from France. Commonly Made: Globally, with famous varieties like Cognac and Armagnac from France. Most Common Use: Often consumed neat or in classic cocktails. Common Drinks: Brandy Alexander, Sidecar, Old Fashioned, Metropolitan. How It's Made: Brandy is made by distilling wine or fermented fruit juice. The distilled spirit is aged in wooden casks, which imparts color and flavor nuances. The type of fruit used and the aging process vary significantly by region. Key Brands Hennessy (France) - The leading cognac brand worldwide, offering a wide range of quality and age statements. Martell (France) - One of the oldest cognac houses, known for its smooth, complex expressions. Rémy Martin (France) - Specializes in Fine Champagne Cognac, using grapes from the highest quality vineyards in Cognac. Torres (Spain) - Produces a variety of high-quality brandies, including the renowned Torres 10 Gran Reserva. Korbel (USA) - An American brandy known for its value and versatile flavor profile, suitable for cocktails. Key Cocktails Sidecar Brandy Alexander Brandy Old Fashioned French 75 (with Brandy) Brandy Manhattan 63 Key Questions Would you prefer your Sidecar with or without a sugar rim? Do you have a preference for the type of brandy in your Brandy Alexander? For your Brandy Old Fashioned, do you prefer it sweet, sour, or classic? Would you like traditional champagne in your French 75, or a specific substitute? How do you prefer your Manhattan - dry, sweet, or perfect? Intro to Spirits – Whisky/Whiskey Whisky, including Scotch from Scotland and Bourbon from the USA, is a rich, malted spirit aged in oak barrels, gaining character and nuance over time. Each variety reflects its unique geographic and cultural origins, enjoyed neat, on the rocks, or as the foundation of classic cocktails like the Old Fashioned and Manhattan, highlighting its diverse appeal. In Brief Key Brands Key Cocktails Old Fashioned Manhattan Whisky Sour Mint Julep Irish Coffee 64 Origin: Scotland and Ireland are traditional centers of whiskey production, each with its own history and styles. Commonly Made: Produced worldwide, with notable varieties from Scotland (Scotch), Ireland (Irish Whiskey), the United States (Bourbon and Tennessee whiskey), and Japan. Most Common Use: Consumed neat, on the rocks, or in whiskey-based cocktails. Common Drinks: Scotch on the rocks, Irish Coffee, Bourbon Old Fashioned, Manhattan. How It's Made: Whisky is made from fermented grain mash (which may include barley, corn, rye, and wheat), distilled and then aged in wooden casks. The type of grains used, the distillation process, and the aging duration and conditions vary widely, contributing to the diverse range of whiskey styles. Johnnie Walker (Scotland) - The best-selling Scotch whisky in the world, offering a range of blended scotches. Jack Daniel's (USA) - The top-selling American whiskey globally, known for its Tennessee whiskey, which is distinct from bourbon. Jameson (Ireland) - The leading Irish whiskey, celebrated for its smoothness and triple distillation process. Glenfiddich (Scotland) - One of the most awarded single malt Scotch whiskies, family-owned and produced in Speyside. Yamazaki (Japan) - Suntory's flagship single malt, Yamazaki is highly regarded for its craftsmanship and complex flavor profile, marking the rise of Japanese whisky. Key Questions Do you have a preference for bourbon or rye in your Old Fashioned? For your Manhattan, would you like it on the rocks or straight up? Would you like an egg white in your Whisky Sour for frothiness? How sweet do you like your Mint Julep? Do you prefer your Irish Coffee with or without cream? BEVERAGE 101 Core Non-Alcoholic Beverages Beverages should be completely prepared and garnished before leaving the bar. All beverages, regardless of quantity, are to be carried to the table on a clean, round metal tray. Whenever possible, beverages are served from the guest's right side. All beverages are to be placed to the right of the water glass. Glass Guide Water: Water glass Sparkling water: Optical water glass, no fruit unless requested Tea: Teacup and saucer, teaspoon on saucer, caddy with sweetener, creamer sugar Sodas: Cocktail or soda glass, straw Coffee: Coffee cup, saucer, teaspoon, sugar bowl set, coffee pot, creamer Espresso: Espresso cup, saucer, demitasse spoon Café Latte: Coffee cup, saucer, teaspoon sugar bowl set Cappuccino: Coffee cup, saucer, teaspoon, sugar bowl set Here’s the setup for your three main asks – Water, Coffee, & Tea: Water Offering If offering bottled water at the table, an example of what to say is… “Good evening/afternoon would you like bottled Aqua Panna still, bottled San Pellegrino sparkling, or flat water?” Flat water is served chilled, without ice unless requested by the guest. Ice water is served only upon request. If a guest requests water, automatically bring water for the entire table, adhering to the following standards: 65 Review water service with the team; revisions to follow Water should be prepared at the side station before being brought to a table. Place the water glass slightly to the left of the wine glass or glasses, at approximately the "12 o'clock" position. Refill water glasses while they are on the table. Do not remove them for refilling unless it would be dangerous not to do so. BEVERAGE 101 Core Non-Alcoholic Beverages, Continued Serving Coffee The Setup: Cup Saucer Teaspoon Caddy with sweetener, creamer, and sugar Coffee pot The Service: Coffee service is conducted from the right with the right hand. Place the cup and the teaspoon on the saucer. The cup handle and teaspoon should be parallel at 4 o'clock, with the teaspoon behind the cup. Transfer the saucer with the cup and spoon from the tray to the right of the place setting. Place creamer, sugar bowl, and sweetener caddy together near the center of the table, closest to the woman served first. Pour coffee into the order of the cup service. Fill the cup 2/3 full, keeping your thumb on the lid. Place the pot in the center of the table. Serving Hot Tea The Setup: Teacup and saucer Teaspoon on saucer Caddy with sweetener, creamer, and sugar The Service: 66 Rinse the pot with hot water to remove the chill. Place one teaspoon of tea into the brewing sock and fill it with hot water. Brew for two minutes (brewing times may vary). Place the cup and the teaspoon on the saucer. The cup handle and teaspoon should be parallel at 4 o'clock, with the teaspoon behind the cup. Transfer the cup, saucer, and spoon from the tray to the right of the place setting. Place creamer, sugar bowl, and sweetener caddy together near the center of the table. BEVERAGE 101 Glassware 101 Water Glass: Usually features a simple design with a wide mouth and straight sides for easy pouring and drinking. Water glasses should be preset on the table. Champagne Flute: Tall and narrow with a long stem, designed to preserve the carbonation and showcase the bubbles of champagne and sparkling wines. The narrow shape helps retain effervescence. Wine Glasses: White Wine Glass: Has a narrower bowl and smaller opening compared to red wine glasses. This design helps maintain cooler temperatures for white wines and focuses aromas towards the nose. Red Wine Glass: Characterized by a rounder, wider bowl than white wine glasses. The larger bowl allows for better aeration, enhancing the aroma and flavor of red wines. All Purpose Wine Glass: Intended to enhance a wide range of wine varietals, both reds and whites. The bowl is typically larger than that of a standard white wine glass but smaller than a red wine glass, allowing for swirling and aerating the wine. Dessert or Port Wine Glass: The smallest of all wine glasses, holds up to 4 ounces with a thin stem. Often, the bowl tapers to the top with a thin rim, allowing for concentrated aromas. Beer Glasses: Pint Glass: Used as an all-purpose glass for beer, originally designed for ales and lagers. Its cylindrical shape allows for easy gripping and showcases the beer's color and carbonation. Pilsner Glass: Tall and slender with a slight flare at the top, designed to highlight the color and effervescence of pilsner-style beers. 67 BEVERAGE 101 Glassware 101, Continued Cocktail Glasses: Martini or Coupe Glass: Features a wide, shallow “V” or “U” shaped bowl with a long stem, used for Martinis and “Up” cocktails. The design helps prevent ingredients from separating. Highball Glass: Tall and narrow, used for serving highball cocktails or mixed drinks with a higher volume of non-alcoholic mixers, suitable for cocktails served over ice. Rocks or Old-Fashioned Glass: Short with a thick bottom, used for a variety of purposes including straight spirits on the rocks and traditional cocktails. The thick base helps drinks stay colder longer. Neat Glass: Similar to a rocks glass but smaller, used to serve straight spirits without ice, known as “neat.” Margarita Glass: Wide, shallow bowl with a thick stem, designed for serving margaritas, allowing for salt on the rim and garnishes like lime wedges. Hurricane Glass: Tall and curvy, designed for presentation purposes to showcase colors or layers. 68 BEVERAGE 101 Glassware 101 - Treatment of Glassware Polishing: Properly polishing all glasses ensures cleanliness and appearance. All glasses should be polished before use. To effectively dry and polish glassware, it is recommended to use two drying cloths. It is important to avoid holding the glass by both the base and the bowl at the same time. Applying twisting motion or pressure can cause the stem to snap. Tips for Properly Polishing Glassware: 69 Start by using one drying cloth to support the bowl. Use the second cloth to gently polish the inside and outside of the bowl. Use a clean, dry microfiber towel or lint-free cloth. Inspect the glass for spots and residue by holding it up to the light. If a chip is found, immediately discard it in an appropriate location, not in regular garbage to prevent injury. Hold the glass by the base and invert over a pitcher of hot water, allowing steam to surround the glass. Use the polishing towel in circular motions, starting at the base and working up to the rim, then inside the glass. Apply gentle pressure to avoid breakage. Re-inspect the glass by holding it up to the light until it is spot and residuefree, remembering that the stem and base are important. Only the polishing towel should come into contact with the glass, not bare hands or fingers. To avoid chipping the rims, do not dry the glasses upside down on a metal rack. Instead, a microfiber cloth is preferable to a tea towel for both drying and polishing, as it minimizes the risk of glass damage. For extra shine, gently steam the glass bowl over boiling water before polishing. BEVERAGE 101 Glassware 101 Presenting Glassware or Beverages Non-Stemmed Glassware: Hold the glass as close to the base as possible to avoid contact with the rim. Present from the right side of the guest with your right hand. If a citrus garnish is on the rim, place the glass in front of the guest with the garnish at 2 o’clock. Stemmed Glassware: Hold the glass by the stem to avoid leaving fingerprints or warming the drink. Present from the right side of the guest with your right hand. If a citrus garnish is on the rim, place the glass in front of the guest with the garnish at 2 o’clock. If presenting empty stemmed glassware in anticipation of bottled wine service, place the glass directly to the left of the water glass. 70 Module 1 Final Exam Back to Basics 1. Which of the following is an appropriate gesture to welcome guest interaction? a) Crossing your arms b) Avoiding eye contact c) Using closed gestures d) Using open gestures Correct Answer: d) Using open gestures 2. How should you utilize silence during communication with others? a) Avoid silence altogether to keep the conversation flowing. b) Use silence to indicate disinterest. c) Nod or interject brief affirmations to show active listening. d) Remain completely silent, regardless of the situation. Correct Answer: c) Nod or interject brief affirmations to show active listening. 3. Which of the following best describes hospitality? a) Following a set of rules and procedures b) Providing service without warmth or personal connection c) Anticipating needs and creating a welcoming environment d) Demonstrating competence and professionalism only Correct Answer: c) Anticipating needs and creating a welcoming environment 71 Module 1 Final Exam Back to Basics 4. How does hospitality contribute to the overall experience of residents? a) By creating an emotional connection and leaving a lasting impression b) By focusing solely on fulfilling basic needs c) By ignoring resident preferences and desires d) By enforcing strict rules and regulations without flexibility Correct Answer: a) By creating an emotional connection and leaving a lasting impression 5. Why is active listening important in providing exceptional service to residents? a) Because it allows staff to ignore resident concerns b) Because it ensures residents feel understood and valued c) Because it reduces staff workload d) Because it promotes efficient communication and problem-solving Correct Answer: b) Because it ensures residents feel understood and valued 6. In the L.A.S.S.I.E. model for handling situations, what does the "L" stand for? a) Look for alternatives b) Listen and restate for clarity c) Lament the situation d) Let the issue pass unnoticed Correct Answer: b) Listen and restate for clarity 7. What is the purpose of the "A" step in the L.A.S.S.I.E. model for handling situations? a) To offer solutions b) To apologize for the situation c) To assess the severity of the issue d) To avoid acknowledging fault. Correct Answer: b) To apologize for the situation 72 Module 1 Final Exam Back to Basics 8. Why is attending the daily pre-shift meeting crucial for the success of the team at Moorings Park? a) It provides an opportunity to socialize with coworkers b) It ensures team members are informed about important updates and changes c) It allows team members to skip their responsibilities for the day d) It is a chance to avoid accountability for information shared by managers and chefs Correct Answer: b) It ensures team members are informed about important updates and changes 9. What is one requirement for team members attending the pre-shift meeting? a) They must arrive late to the meeting b) They should bring their cell phones and use them discretely c) They need to dress casually for the meeting d) They should arrive on time with a pen and notepad to take detailed notes Correct Answer: d) They should arrive on time with a pen and notepad to take detailed notes 10. Why is it emphasized that the Manager and Chef should speak as a unified team during pre-shift? a) To confuse the team members b) To ensure that team members are entertained c) To provide conflicting information for fun d) To present a clear and aligned action plan for the day Correct Answer: d) To present a clear and aligned action plan for the day 73 Module 1 Final Exam Back to Basics 11. What are some key components of hospitality? a) Ignoring the needs of others b) Greeting others with genuine smiles c) Avoiding any personal connections d) Demonstrating indifference towards others Correct Answer: b) Greeting others with genuine smiles 12. How does hospitality differ from mere service? a) Hospitality focuses on professionalism, while service focuses on warmth. b) Hospitality involves going the extra mile, while service involves fulfilling basic needs. c) Hospitality ensures others feel valued, while service focuses solely on competence. d) Hospitality is about generosity, while service is about creating personal connections. Correct Answer: c) Hospitality ensures others feel valued, while service focuses solely on competence. 13. What is the aim of combining service and hospitality? a) To deliver a frustrating living experience b) To create an ordinary living experience c) To ensure residents feel valued and cared for d) To ignore the needs of residents Correct Answer: c) To ensure residents feel valued and cared for 14. What is a step in ensuring a seamless transition from arrival to being seated? a) Ignoring the reservation details b) Approaching the party with a pleasant greeting and verifying the reservation c) Asking guests to wait indefinitely at the bar d) Not coordinating with the bartender for billing transition 74 Correct Answer: b) Approaching the party with a pleasant greeting and verifying the reservation Module 1 Final Exam Back to Basics 15. Describe the recommended approach for announcing menu additions to a table, emphasizing personalization and engagement. 16. How should servers handle delays in greeting new guests after seating, according to the provided guidelines, and what steps can they take to ensure immediate attention if delays occur? 17. How does integrating detailed service steps into the fine dining experience uphold Moorings Park Park' reputation? 18. How should staff members approach clearing the table to ensure respect for the guests' dining experience and maintain efficiency? a) Begin clearing only after all guests have finished their meal. b) Clear from the guest's left side, using your left hand whenever possible. c) Begin clearing with the last plate at your right hand's fingertips and stack additional plates on your right wrist. d) Collaborate with a colleague for smaller tables, adhering to the principle of clearing one setting per staff member. Correct Answer: a) Begin clearing only after all guests have finished their meal. 19. Name one notable region in California known for producing high-quality Chardonnay wines. 20.Which red grape variety is California particularly famous for producing? 21. What are some well-known wine regions in California? 22.Name one famous wine region in California known for producing high-quality red wines. 23.Why is active listening considered crucial in providing exceptional service to residents? 24.How do effective responses contribute to the quality of service provided to residents? 75 MODULE 2 MODULE 2 Service Excellence Who: All Team Members Location: Restaurant Setting Teamwork: Integration of Roles & Responsibilities Advanced Dining Room Etiquette Providing Personalized Experience by Position 76  Manager/ Supervisor  Host  Captain / Lead Server  Server  Runner  Busser High-Level Integration of Roles & Responsibilities Revised from previous; Introductory paragraph to follow Dining Manager/Supervisor Assures exceptional experience for all guests is being met- for team. Handles resident conflicts- for team. Assist with all responsibilities- for team. Provides feedback to all partners- for team. Host Welcomes guest to restaurant- for team. Responsibilities- Creates floor plan- for servers. Seats residents- for servers. Communicates visit notes– for servers. Assist as needed- for team. Keep restaurant stocked- for team. Bartender Make accurate drink orders- for servers. Stock bus bins neatly- for bussers. Enter accurate orders- for kitchen staff. Keep restaurant stocked- for team. Lead Server/Captain 77 Acts as guest liaison- for team. Role-models elevated service- for team Communicate any specialty item- for chef. Entering accurate order- for kitchen staff. Communicate specific ticket needs- for food runner. Assisting seating tables- for host. Assisting running food- for food runner. Keep restaurant stocked- for team. Assist others as needed- for team. High-Level Integration of Roles & Responsibilities, Cont. Server Entering accurate order- for bartenders. Communicate any specialty item- for chef. Entering accurate order- for kitchen staff. Communicate specific ticket needs- for food runner. Assisting seating tables- for host. Assisting running food- for food runner. Keep restaurant stocked- for team. Food Runner/Expo (R) (R) (R) (E) (E) (E) Assemble and bag to-go orders- for host/team. Accurately delivers (and announces) food to the tables- for servers. Keep restaurant stocked- for team. Liaison and main communication point between the Chef/Cooks and FOH team. Confirm/check accuracy of all orders. Inspect plate presentation for perfection before pick-up/delivery to the table. Busser 78 Greets & waters tables- for servers. Provide bread for tables- for servers. Pre-bus table- for servers/runners. Clear entrees- for servers. Reset tables- for servers. Keep restaurant stocked- for team. Advanced Dining Room Etiquette Summary & Guidelines Great service hinges on the perception of being well-treated. Unlike the tangible qualities of excellent food—its appearance, aroma, flavor, and texture—great service possesses an intangible nature. GREAT SERVICE IS ACHIEVED WHEN GUESTS DEPART CONVINCED THAT AN EXTRA EFFORT WAS MADE TO ENSURE THEIR HAPPINESS. The heart of outstanding service rests within the restaurant’s ambiance, characterized by our team's genuine commitment to endowing our guests with grace, elegance, and sincerity. Achieving true fine dining service requires every staff member to recognize our goal to enhance all aspects of our guests' experience. It's about fostering an environment of sophistication and warmth, making each guest feel esteemed. This level of service surpasses basic procedures; it is an ethereal quality that permeates the atmosphere, leaving a lasting impact on our guests. Fine dining service focuses on creating moments that elevate our patrons to a state of culinary bliss and unmatched hospitality, ensuring that each guest leaves our establishment not merely content, but thoroughly enchanted, with enduring memories of their visit. Continue to the next page for detailed guidelines. 79 Advanced Dining Room Etiquette Summary & Guidelines, Continued The guest is always right. Embrace positivity and personability over negativity and stoicism. Treat guests as you would in your own home. Initiate greetings with guests. Maintain eye contact and prefer smiles over frowns; they're more efficient. Aim beyond mere satisfaction; "just fine" isn't enough. Value all feedback as essential. Prioritize accommodation—give guests what they want. Guests always have the right of way. Keep personal issues away from guests. Upselling should be subtle and respectful. Accuracy over appearance—write down orders. Dedicate your attention as if servicing only one table. Treat guests as they wish to be treated. Everyone deserves our best. Recognize and affirm the importance of guests. Always consider the guest's perspective in every action. Match your pace to your guests, whether hurried or leisurely. Our role is to serve; guests don't serve us. Offer comfort without intimidation. 80 Anticipate and respond to guest needs proactively. Adjust the environmen