7.04 F&b Induction Manual 18p

Dear colleague, On behalf of our entire F&B team I would like to welcome you as our latest new team member. We are proud to have you on our team and we hope you will have a great time here at the ………. & Spa at ….. Over the last couple of weeks, our team has been expanding rapidly, and all hosts will have a chance to get to know each other in a new environment. As this resort is build entirely new, most of the set-up is new and might not be ready at this stage, but we ask for your help in completing all works so our job will be easier and more fun. The …………..s Food and Beverage Team is one of the largest operations within the resort and therefore we need to keep the communication flowing and most important of all, we have to be a strong, confident and fun team. This induction booklet gives you a brief overview on our department and can hopefully be of help to you if you need to know anything. Of course, the door of my office is always open to anyone, so should you wish to visit me for a chat, a question, concern or recommendation please does so at any time. As our department will evolve with the times ahead and once we learn more from our guests, some of the standards or best practices might change. To be sure you have got the latest set of documents, please check with your supervisor if there is an update available. Once again, we wish you a great future with us and looking forward to a happy, healthy and long-lasting team work!!!!!

Food and Beverage Director Wednesday, November 26, 2008

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Index

1. Departmental goal

page 2

2. The base of…………….F&B staff

page 4-5

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

page 5

4. Qualifications of our F&B team

page 6-8

5. Departmental guidelines

page 9-12

6. F&B staff manners and attitude

page 13-14

7. …….. F&B concept

page 14

8. Environnemental issues

page 15

9. ……..No No’s

page 16

10. Operating language

page 17

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1. Departmental Goal It is our aim to exceed our guests dining experiences by far through providing excellent and pro-active service, creative and great food, unique design, small touches and offering customized dining experiences. We stay ahead of our competition and will set the trend for dining not only here in Koh Samui, but also in Thailand. We aim for international recognition of our services and will do our outmost best to compete with the best of the best, worldwide. Our target for points from the guest questionnaire for service is 95% and cuisine 92%. Our food cost target is 32%

2. The Base OfA………………………F&B Team Member ……….. is well known for their unique food and beverage experiences. We do not offer guests dining, we offer guests an experience. Each experience is carefully designed so they are unique and that we always exceeds the guest’s expectations. To do this we need a great team, people that love their profession and have a passion and respect for the service industry, be it in the kitchen, restaurants or in the host restaurant. We serve people, 24 hours a day. All our guests are guests, even if they are internal. As we are all humans and therefore can make mistakes, we should still put extra efforts in to minimize the risks as much as possible as our department is very visible, meaning guests can see our mistakes easily and it is often difficult to recover. We have therefore designed a special customized training plan for every hosts so you can learn on how to deal with guests in a professional manner. However, there are a few fundamental guidelines required to work in the food and beverage industry. Below a few of them;

The Profession When choosing the restaurant profession, a young individual will find it an easy and interesting profession, which could create the possibility of earning good money. It is a very nice profession indeed, but first, you must be aware all the challenges that this profession offers Continuous contact with people from different countries and with different cultural and religious backgrounds can make it sometimes very hard. Long hours, lots of energy required can sometimes cause moments of frustration. However, after a few months of practice, you will see, although steps of success will be long, difficult and need 100% commitment, with the right attitude you can make it. Nothing is better then finishing a day with the feeling you have made other people happy. This feeling should make you happy as well. And on top of that, you get paid to make people and yourself happy. What a great profession! -3-

Introduction to the F&B Industry In recent years, the F&B industry has had to be responsive to change because of the pressure brought upon it by the rapidly changing society in general. More people are eating out or are traveling more then ever before. Guests expectations are therefore very high and will only go up, never go down. Furthermore the industry suffered a great deal due to the Tsunami, birth flu, war in Iraq and many other factors. Food and Beverage Service is a profession on its own which requires study, practice and continue desire to improve performances. When skills are practiced and mastered, the results are observable and measurable to guests, owners, management and mostly to yourself. The Food and Beverage department is one of the hardest and most difficult departments within the hotel to work in. We are facing guests every day, not only serving them food but as we also work under conditions of their moods, tastes, expectations, likes and dislikes. We are continuously under the magnifier glass as we could say “Open Play” for guests to praise or criticize us. The only way in which we can effectively please a guest is by teamwork, thus giving good service. We cannot give good service without TEAMWORK.

3. What is ……………. In Terms Of F&B Operations? The ……………………………………………. is the leader in setting standards here in ……. and within the ….. Group. This of course is getting increasingly difficult since many upmarket properties are opening up and competition is increasing. However, our goal is to stay ahead of any competition and this can be achieved since we are set up to implement, change, develop and act faster as any other hotel group or resort. We are creative and have an eye for detail. However, this does not come from only one person. This come from all F&B team members. Being a leader in the industry we must be innovative, creative, intelligent, motivated, fun loving, caring and have a great teamwork.

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4. Our F&B Team Qualifications During your interview and selection process, you where screened on many factors before you where invited to join us. A few of these qualifications are below and it is very important for you to evaluate yourself and see if you match these qualifications. Don’t worry if you don’t, as long as you can evaluate yourself and identify the areas where you would like to be developed further. We can prepare an development plan together and see how we can develop the weaker areas. Intelligence With the amount of knowledge you have to acquire, the number of duties you need to perform quickly, carefully and accurately, and the number of people you are required to deal with cheerfully and courteously, you need to have considerable intelligence. Also fast decisions on the spot often without the possibility of help of a supervisor can test your intelligence. However, most people are smarter than they think. Usually it requires practice, training and exercise. With Six-Senses we strongly believe in this and will help you in developing to use your intelligence more efficient.

Manner Body language is probably the best understood language in the world. It is universal. Walking in a slow pace, leaning or slouching communicate disinterest and guests or internal customers will have not a great impression. Immediately they will also change their attitude towards you and it creates friction. In the service industry we are polite and friendly and walk with pride. We display confidence, warmness, friendliness and are open to receive feedback. We always say please and thank you. We deal with challenges and complaints with a positive mind-set. Self-respect Getting respect for your colleagues, friends or family starts with yourself. First you have to respect yourself and others and you will find that others will respect you. Should you come across a situation where there is a lack of respect towards you, first evaluate your behavior towards the other person before drawing conclusions. Without respect for ourselves and others we cannot work in the food and beverage industry. We have to be proud of what we are doing and all jobs and tasks within the department are just as important. Be it cleaning a plate or serving a guest, both are equally important. You cannot serve a guest properly even with the best possible service or food if the plate is not clean. Never be apologetic about your job. If someone asks what you do, never say “I’m just a waiter/waitress”. Stick out your chest look them straight in the eye, smile and say, “I’m a waiter/waitress”, and so conduct yourself both on and off duty that you will be a credit to yourself and all other food and beverage hosts. Interest You spend in average less than half day working; there is no reason why you should not enjoy your work. If you are not happy with your job as an F&B host, you should look for another job that you can enjoy; but if you truly like people, restaurant work can be very interesting indeed. Help your department, thrive and improve. Be enthusiastic about new things, learn and grow.

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