SERVER POLICY MANUALUpdated 3/15/09

CHAPTER I

Club Employees’ Mission Statement

Our Mission is to provide a knowledgeable staff and insure the best of all aspects of quality services and enrich the lives of our members. We know our success depends upon creating and retaining a staff capable of delivering excellence at all times.

A. Basic Rules of Service:1. Know the History of Illini Country Club2. Know upcoming current events and details3. Provide members/guests with quality experiences.4. Practice the three steps of service.

a.) A warm, friendly greeting using the member’s name.b.) Anticipation and fulfillment of member/guest needs.c.) A fond farewell using member/guest names.

5. Use proper and professional verbiage at all times.6. Always maintain a professional, well-groomed image.7. Make the member’s problem your problem. If you don’t have a way to solve it,

find out who does.8. Be knowledgeable about all aspects of the club and its operation.9. Follow up on all concerns and complaints by members and guests to ensure their

needs have been met.10. Always maintain positive eye contact with members and guest.11. Adhere to the vision of the club and its employees.12. Maintain a professional attitude at all time.13. When you walk into these doors leave everything at the door. Come in focused

on the job at hand. This is important for you are the face of this club.14. Never argue with staff members…treat everyone with respect.15. Treat other as you would want to be treated.

B. Code of Quality Service:

1. Greet members/tables within 2 minutes of being seated. 2. Give the member your undivided attention. 3. Make the first 30 seconds count. 4. Be energetic and cordial. 5. Use common sense.

6. Provide information to our member that is factual and accurate7. Make the last 30 seconds count.8. Remain Professional.9. All acknowledge members requests prior to walking away from a table.10. Always remove glasses, cups, stemware when refilling beverages.11. Busser should water tables immediately upon being seated.

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CHAPTER IINon-Verbal Communication1. Member Perception.2. Avoid Standing Around in a Group.3. Never Lean or Rest on Club Furniture.4. Do Not Touch Your Face or Hair while in view of a Member.5. Always look professional and be confident.

CHAPTER IIIHandling Complaints:

Listen with interest and empathy. Apologize immediately by saying “I’m sorry that you have been inconvenienced or this has happened.” Speak to a manager.

1. Never argue with a member. 2. Do not try to excuse the fault by blaming someone else. 3. At all times when dealing with a member, politeness is of the utmost

importance.4. Tell the member that you will do something about this problem and report the

complaint to the proper person. Always follow up by finding out if the member was taken care of.

CHAPTER IV

Importance of Self Image and Personal Appearance:

1. Speech – Be confident and friendly. 2. Eye Contact3. Facial Expression 4. Do not eat or chew gum while working. 5. Breaks are to be taken in the designated areas only.6. Do not watch T.V., read, or engage in self-entertaining activities while on duty.7. Address members by Mr., Mrs., and Ms. or Miss, whichever is appropriate. Be friendly, not familiar.

8. Every person is responsible for picking up trash, paper or any unsightly articles on the property.

9. No employees may have visitors without prior notice and supervisor’s authorization.

10. Come to work on time to punch in and start by scheduled hour of duty.11. No sitting in member areas, lounges or chairs. No feet on furniture.12. Free time should be spent cleaning, preparing or adjusting your station.13. Chain of command must be followed. Go to your supervisor first for anything

pertaining to work.14. Always be confident.15. Always be well groomed and in full uniform(Clean & Pressed Apron,Shirt,

and Pants), pants hemmed, black socks, black shoes.

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16. Always stand confident and professional. Never slouch at the table when taking and order or interacting with a member.

CHAPTER V

Telephone Etiquette:

Frequently, the first contact a person has with the facility is made by phone. The objective is always to convey a warm, friendly greeting backed up with the knowledge and know-how to handle the caller’s inquiries without interrupting the conversation to seek answers from someone near by. Pick up the phone within three rings. Greet every caller with a welcoming salutation. “Thank you for calling Illini Country Club. This is _____________ (Give your first name.) How may I help you?” Close the conversation in a polite manner. Should you be unable to answer the caller’s question, politely transfer the caller to another person. If a transfer is not possible, take the callers name, number and message and have the appropriate person return the call.

CHAPTER VI

Negative Points Remembered by Members

1. When their server never seems to be available to them.2. When server is not knowledgeable about the menu or events at the club.3. When salads are room temperature.4. When water glasses are not automatically refilled.5. When hot food is not hot and cold food is room temperature.6. When dishes or glasses are chipped.7. When the club phone rings more than three times without being answered.8. When silver on tables is spotted or tarnished.9. When glasses are streaked (hold them up to the light and you will be shocked).10. When menus are ripped, stained, or smudged.11. When they must wait for a menu.12. When they wait for three minutes without having a drink order taken.13. When silver is crooked on table.14. When sugar containers are dirty.15. When salt and peppershakers are greasy to touch or half empty.16. When service personnel have the “I’m doing you a favor” attitude.17. When a member pays top dollar for quality food and beverage and does not get it.18. When chairs are dirty, stained or have crumbs on them.19. When coffee is not hot.20. When orders arrive and they are incomplete or service people ask “who gets

what?’21. When members do not get recognized with a smile, hello, on eye contact.22. When members are on a tight schedule and cannot get in and out for lunch in 45

minutes.23. When the member gets the food check and it is sloppy, wet, or stained.

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24. When you complain to them.25. When you discuss your problems with members.

CHAPTER VII

Attention to Detail:

1. Use your head to save your feet. Organize yourself.2. Use common sense and anticipate problems.3. Work your stations as a whole rather that one table at a time4. Ask for help when you need it. Offer help when you can.5. Know your menu! Be able to answer any questions the member may have.

Always have an answer.6. Don’t rush the member. 7. Approach newly arrived members, even if only to say you will be with them

shortly.8. When taking orders and serving, remember, children and ladies first, then men and

always serve the host last.9. Stand to the left of the person ordering when taking their order. Try to keep eye

contact at all times.10. Do not lean on the table or chair-back when taking an order.11. Always use a tray when serving food or beverages. Never put your tray on the

table or bar.12. Food is served from the left with the left hand.13. Beverages are served from the right with the right hand.14. Food and beverages are removed from the right side with the right hand.15. Clear plates only when everyone at the table is finished. Clear cocktail glasses as

soon as they are empty and ask if they would like another. Clear the table completely after the main course. Only water and cocktails should be left on the table.

16. For sanitary reasons: Do not touch the rims of glasses, touch silverware by the handle only and keep fingers on rims of plates only.

17. Serve and clear the table quietly.18. Wash your hands often.

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CHAPTER VIII

Job Description:

Food ServerOBJECTIVE: We strive to exceed the expectations of our members and guests. We do everything we can to entertain and serve each member/guest one at a time, making them

feel as though we are here just for them.

A. JOB TASKS/LIST: 1. To efficiently serve food and drinks in a friendly and courteous manner.

To follow the service sequence and standard of the club, according to the training manual.

2. To take food and beverage orders and be able to communicate both verbally and in writing the content of the orders with co-workers.

3. To have complete knowledge of menu items including preparations of those items.

4. To assure that food and beverage preparation and presentation are proper throughout the guests’ dining experience.

5. To be knowledgeable in all liquor and wine service6. To ensure proper set-up and maintenance of service area, tables and

common areas throughout dining room. Silverware, china, sugar, creamers, ice tea, coffee, dressings, lemons according to reservation levels. Always prepare for 20% over reservations.

7. To ensure that all silver ware, glasses, base plates and china are polished and set to club standards.

8. Knowledge of and adherence to uniform requirements; to be professional in both appearance and manner at all times.

9. To fold napkins, roll silver, polish silver, manicure tables and environment in spare time.

10. Knowledge of, respect for and adherence to all staff privileges and responsibilities

11. Adherence to schedules and attendance to all service staff meetings.12. To work well as a team member with the entire club staff13. To be aware of all state laws pertaining to the sale and service of liquor and

alcoholic beveragesAdditional duties and responsibilities will be added from time to time.

B. MAJOR RESPONSIBILITIES: 1. Being prompt for work and on the floor at your scheduled time. If you are

going to be late, please call and advise us that you will be late. If you are late without a phone call you will be sent home for that full shift. Frequent tardiness will result in further disciplinary action and/or dismissal.

2. Always clock yourself in/out…never do it for others.

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3. When you arrive on the floor check with your supervisor as to what must be done. She/he will assign you to a station or room. When your station has been checked and ready for business, you will then help set up parties, even if you are not working the party.

4. Properly set-up and maintain your station throughout your shift.5. Water glasses and sometimes the butter will have to be refilled during the

meal. If the member is sitting in such a way that you cannot reach the glass, say, “Pardon my reach, sir/ma’am”.

6. Never stack dishes in front of some ones face when clearing appetizers. Also remove any papers and fill water glasses.

7. When picking up orders in the kitchen, you must move as quickly as possible. Hot food will not stay hot indefinitely. Check your menu. Make sure all garnishes and condiments are on the plates or tray before food goes out.

8. When clearing the table after dinner, make sure everything comes off the table except water glasses, and any silver they may need for dessert. Do not forget butter dishes and roll basket. Crumb table.

9. Clear and clean the table immediately when vacant. Do not wait until closing time. Check chairs for crumbs also check floor around table for crumbs or paper. Clean if needed.

10. Carry everything on a tray no matter how small. Use bar trays.11. Never argue with a member. If you have any complaints see your

supervisor.12. Never run in the kitchen or dining room.13. Never leave the club unless you check with your supervisor.14. You must always be available in the dining room. Not in the kitchen

except to pick up an order.15. Never load trays too heavy to carry, even if you have to make two trips.

Breakage is expensive. Be careful. Do not throw silver away. Never use napkins to wipe trays. Use wet kitchen cloths.

16. Make your trips in & out of the kitchen count(Always have something in your hands!).

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CHAPTER IX

Safety in the Workplace:

The objective of the following rules is to make Illini Country Club a safe place for you, your co-workers and the members.

. A. General Safety Items

1. Use caution when pouring and carrying hot liquids to avoid scalding (always remove glasses, cups, or stemware when refilling).

2. Wipe up all spills immediately.3. Always have a clean side towel handy for hot plates to avoid burns to you

and the member.4. When clearing, stack trays neatly and keep in mind proper balance.5. Pick up items that have fallen on the floor, even if you did not drop them.

(Silver, pieces of food and spilled liquids are the major cause of accidents.) Clean it up. If you do not have time, tell someone who does.

6. Be careful not to let glass break near ice. When filling a glass with ice, use a scoop. Do not shove the glass into the ice.

7. Carry everything on a tray. If a spill occurs, it will fall on the tray not you or the member

8. Pay attention to what you are doing and do not allow yourself to be distracted by co-workers.

9. Never run in the dining room or kitchen.B. If you spill something on a member :

1. Apologize2. Hand the member a towel to help clean it (sometimes club soda or water

will do the job)3. Immediately report it to the supervisor so he or she can offer to have the

Garment cleanedC. If you have an accident:

1. Report it to your department head.2. Complete the necessary accident report with the supervisor.

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CHAPTER X

Service Standards Explained

A. GreetingOnce a table has been seated, you should greet your table as soon as possible.

The maximum amount of time a table should wait for your acknowledgment is one (1) minutes. Always introduce yourself. When greeting a table survey the situation. Get a feeling of why they’re here, who they’re with and how long they wish to wait to eat, sit, linger, etc. Act appropriately. Greet any children at the table. Ask if children need anything and if they want to be served first. Now is the time to take a beverage order. Also make sure bread is served. If your guest desires an appetizer, take the order, and place the order at the same time you order beverages. If an appetizer requires a condiment (fresh black pepper, grated cheese) bring it to the table without asking. B. Beverage Service

The service standard for beverage service is, for our members and guests, to receive their initial beverage within 3 minutes after being seated. Take the beverage order upon greeting the table. If two people in the party order a glass of wine suggest that they order a bottle for the table. Your drinks should be ready to pick up within 2-3 minutes of placing an order. Always use a tray when delivering beverages. C. When Serving Beverages:

1. Serve beverages to the right of guest using right hand. 2. Hold the glass by the bottom, if serving stemware hold by the stem.

3. Never place your fingers on top of any cup or stemware. 4. When serving beverages that come in a container (i.e. bottle beer)

always offer to pour the beverage. If you empty the container, take it with you when you leave the table. D. Taking the Order

A country club differs from a restaurant in many ways, but the largest difference is the amount of time spent here. Many of our members know our menus inside and out and have favorites. Some do not. It is your responsibility to be knowledgeable and informative. Find your favorites and recommend them! Describe entrees in detail so that your guest knows exactly what to expect. E. Food Delivery:

Most items will take 10-20 minutes to prepare during rush periods, it is important that you have an idea of how long it is taking for food preparation. Communicate wait times to your table. Make sure you have dressings for salads, lemons for fish, tartar sauce, sour cream, steak sauce etc. An order should NEVER sit in the window for more than 30 seconds. If at any time your order has not left the kitchen in 15-20 minutes, go to the floor manager and inquire about it. Give them only the facts.

1. Time order was sent to kitchen2. Table number3. Items on ticket

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When Delivering Food Keep These Guidelines in Mind: 1. Stack your food according to the delivery order.

2. Serve from guest’s left with your left hand 3. Place plates so that the main item is in presentation form 6 o’clock

4. Do not serve anything you yourself would not eat. 5. Do not lay your thumb across the rim of any dish6. Use a napkin if a plate is hot and always inform your guest of a hot plate.7. Do not just set food down and walk away, even if table is not yours.8. Always double check to make certain that everyone has received

everything they need.9. When delivering condiments to a table make sure they are clean and full.10. Never stand while holding food to talk to a customer or co-worker.11. Deliver the food first.12. Never reach across guest to set something down or when clearing the

table.13. Maintain eye contact with each quest. Address each guest individually.14. Keep your confidence! Don’t be sheepish about who ordered what-ask if

you are unsure, and keep a smile on your face. Your guest won’t think your absent minded, they’ll think your being attentive.

F. Check –Backs and Bussing: The service standard for the first check is within 2 minutes. Do not ask the generic question “is everything o.k?” Instead, ask a question with more focus, such as “was the food prepared correctly?’ Ask if you can get anything else. Tell them you will check back with them in five minutes. Take a visual check of beverages and water. Refill as needed. The service standard for bussing tables is to wait until it is evident that everyone at the table is finished eating. You may remove a plate early, if someone requests. Never remove a plate or glass from the front of a guest without asking.G. When Clearing Tables keep in mind the following:

1. Always clear from the right of your guest.2. If your reach is the least bit obtrusive, always say “pardon my

reach”3. Clear silverware according to each course, and always give the

proper setting when replacing silverware at a place setting.4. Do not stack plates or scrape plates in the view of guest.5. Make sure salt and pepper and butter plates are removed from

dinner table.6. Remove condiments immediately following completion of

main course.7. The only items that should remain on the table during dessert

are the coffee cup, water glass, dessertspoon (or fork) and sugar. Crumb table after clearing main course items.

8. When clearing dinner plates, remember to remove bread & butter plates and basket.

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H. Dessert/Coffee/After Dinner Drinks When it is evident that your guests are finished eating, do your final check back. Present dessert menu. Suggest an after dinner drink. Following delivery of these items, clear any remaining dishes, empty glasses etc. Make sure all water glasses are full.I. Check Presentation The service standard for check presentation is for you, the server, to present a complete check to the responsible member when all guests have finished. Present the check only after the member has said they are ready. Never just assume – always ask.

-Host of PartyAnother important consideration when approaching the table is for you to find out who is the host of the party. Usually the host is the one who made the reservation. The host should be approached about the wine selection, and will usually make most of the decisions during the meal for his/her guest. The host will ask for and take care of the check. If you cannot determine who the host is in the party, be neutral by placing the check in the middle of the table.

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CHAPTER XI Side-work and Side-stand

The following is a list of items that must be attended to on a regular basis:a. Service Station clean and stocked at all times.b. Salt and peppershakers: Keep clean and full, make sure holes

are not clogged.c. Sugar bowl: Keep full with four different types of sugar

packets.d. Liquid condiments: Containers with ketchup, Worcestershire

sauce, A-1 sauce, Tabasco etc. should always be full. Their bottlenecks and caps should be kept clean at all times.

e. Oil and vinegar cruets: Keep full. If the oil or vinegar becomes cloudy, empty the cruet, have it cleaned and refill.

f. Garnishes: Lemon for ice tea to be kept stocked.g. Peppermill: Clean and full at all times.h. Bread baskets: Check for clean linens.i. Linens: Keep clean tablecloths, napkins and side towels

available. Napkins folded per specifications.j. China: Keep clean coffee cups, saucers, creamers, show

plates, and bread and butter plates availablek. Glassware: Keep clean water glasses, red wine glasses and

white wine glasses stocked, as well as any other specified glassware.

l. Flatware: Keep clean and stocked.m. Service trays: Have a variety of trays in different sizes

available to be used for serving and clearing food and beverages. Always line trays w/ linen.

n. Make sure water carafes have fruit and filled.o. Servers working in the Porch Bar will be responsible for front

of house clean up and side work sheet.p. Servers working in the Illini Room will be responsible for

back of the house clean per side work sheet.

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CHAPTER XII

Suggestive Selling: Suggestive selling is the ability to present the member with options that will enhance his or her dining experience as well as the check average. Some of the techniques of suggestive selling are:

1. Descriptive : By giving a colorful description of the item the member will be more eager to order it. EX: The member asks you what you recommend. Do you say, “the sword fish is good” or “We have fresh swordfish served with the chef’s special homemade citrus sauce.” Obviously the latter response is the preferred one. When describing dishes, try to use words such as (homemade, fresh, delicious, favorite, chef’s special, new, etc.)

2. Open-ended questions : An open-ended question is one that usually cannot be answered by a simple yes or no. EX: “Would anyone like dessert?” Answer, “No.” Instead “Can I interest anyone in our fresh made Crème Brule or Chocolate Soufflé? We also have a beautiful assortment of sorbets, for those who want something light.”

3. Sharing : Adding one dessert to the check is better than none. The next item everyone is too full to have dessert, try this “I would hate for you to have to miss our Crème Brule. Would you like me to bring one with two spoons for you to share?”

4. Natural Complements : Sell items that naturally go together. Proactive selling uses each course as an opportunity to build the check average:

5. Selling wine : Always offer a wine list when seated. If the member asks for a suggestion, never offer one of the most expensive wines. You will lose credibility by offering wines that are high priced. If a member wants an expensive wine, he will have the knowledge to order it himself. If two people order the same wine by the glass, offer a ½ carafe. If three people do, offer a full carafe or suggest that they have a look at the wine list.

6. Up Selling : Up-selling is used when the member has already ordered an item, and we now want to improve on it. EX: The member orders a scotch on the rocks and doesn’t specify a brand. Offer a selection of name brands. The member orders coffee but no dessert. Suggest an after dinner drink.

7. Feature Description : A feature description is a brief but thorough narration of the special features the chef has prepared for your guest. When done right, it is an informative and pleasurable narration for your guest. Therefore, it is imperative to learn, practice and be very knowledgeable about what you are describing. The following are several examples of the perfect feature description as well as some important tips to remember:

a. Do not mumble.

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b. Do not talk too long and turn your feature description into an interruption.

c. Get excited about what you are describing and always know exactly how each item is prepared and all the items in them.

d. Never give prices unless asked.

“The soup du jour is vegetable beef made with fresh carrots, celery, tomatoes and chunks of tender beef in a natural beef stock. The fresh fish today is grouper, caught right off the coast and is broiled in lemon butter; however if you would like it prepared another way, just let me know and I’ll ask the chef. I’ll give you a few minutes to decide what you want and in the meantime, may I get you a glass of wine or a cocktail? Features should be described as soon as the party is given menus. Always be able to answer any questions regarding the food you are serving, whether it’s on the menu or a feature item, from all the ingredients to spices being used. This is a part of your knowledge and required as part of your job.

8. Power of suggestion: People will often get a sudden urge for an item after we mention it. If a server suggests a certain liquor to members as

after dinner drink for two weeks, chances are the club will sell much more of that item. Everyone can learn to be a good salesperson. If a member says “No” to a suggestion, just show that his/her decision Is fine and the suggestion was made only for his/her pleasure. No matter What the decision is, the same good service is expected. A customer will Never resent the suggestion when enthusiastically and sincerely pre- sented.

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CHAPTER XIII

Wine ServiceThe following procedures must be adhered to in order to ensure proper wine service. At first, these procedures might seem awkward, if so, please let your supervisor know so you can get additional training.1. After wine has been ordered, deliver as soon as possible.

a. If the guest orders red, open immediately and allow it to breathe first (ask if they would like to have a carafe).

b. White or rose wines can be opened at the request of the guest.c. White wines are delivered in a wine bucket.

2. Present the bottle of wine wrapped in a napkin to the person who ordered the wine, pronouncing the name of the wine properly. Allow the guest to read the label to ensure it is the correct wine.

3. After the acceptance of the wine comes the uncorking.a. Place the bottle on the edge of the table with the label facing the guest (it

should remain stationary throughout the opening process.)b. Cut the foil or plastic top just below the lip of the bottlec. Wipe off the top of bottle and cork if it is dirty d. Free the cork from the corkscrew and place it near the guest. Experienced

wine drinkers will sniff the cork to assure themselves that the wine has not soured.

e. Pour a sample into the glass of the guest who ordered the wine. Roll you wrist and lift the bottle at the end of each pouring to catch the drops.

f. As you pour make sure label is facing guestsg. The guest will sample the wine for aroma, color and taste.h. Upon acceptance, you may pour wine for the other guest at the table,

filling the ladies glasses first. Wine glasses should be filled ½ full to allow guest to swirl or smell the wine. After pouring, place the bottle on the edge of the table or in the wine bucket (depending on type of wine) with the label facing the guest.

i. A food server should be continually attentive to the pouring of the wine throughout the meal. You have not performed proper wine service if at any time the guest has to pour his/her own wine. A suggestion for a second bottle should be made as the last drop of wine is poured. If a second bottle is ordered allow the guest to taste the wine with a fresh glass.

j. If two different wines were ordered, fresh glasses should be brought to the table for each type of wine.

k. Wine buckets are available for chilled wines and should be offered to the guest if chilled wines are ordered. Ice buckets should be ½ filled with ice and water to allow the wine to sit properly in the bucket. The bottle needs to be wiped when pouring to prevent water drops on the table.

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CHAPTER XIV

Ten Commandments for Service Staff:1. Appear at work shortly before your scheduled time in clean uniform, clean shoes,

clean fingernails, neat hair so you can….2. Familiarize yourself with offerings of the day’s soups and specials and be sure

to…3. Check your station for cleanliness and see that it is stocked with all you need to

offer excellent service.4. Approach you tables smiling and cheerful, know the menu and practice suggestive

selling-drinks, appetizers, specials, wine, and desserts.5. Turn in the order without delay; communicate with the kitchen staff in explaining

any unusual requests or preferences.6. Attend to the immediate wants of your guests while orders are being prepared.

(Drinks, appetizers, salads, etc.) 7. Serve food as soon as it is ready; make sure your guest receive all appropriate

condiments.8. Discreetly follow up on progress at the table…”Can we get you anything else?”

Suggest desserts and after dinner drinks. Be sure table is crumbed and unwanted dishes removed before serving dessert.

9. Never argue with members. Try to correct any problems as they arrive. Inform your supervisor.

10. Even after you have presented the check, see if your guests want anything else. Thank them for coming and tell them we look forward to seeing them soon.

CHAPTER XVChecklist of Good Service:

1. Do I know the menu thoroughly? Do I know beverages?2. Do I always wear a smile?3. Do I see that water glasses are filled and iced?4. Do I serve food and beverages properly?5. Do I make members feel welcome? Am I alert to their needs?6. Do I keep members tables in order through the whole meal?7. Do I check back during the meal to see that everything is fine?8. Do I walk and work with confidence?9. Do I exhibit a sense of team- work with my co-workers?10. Do I show pride in my work?11. Do I have the knowledge to answer other questions a member might have about

the club?Service Rules of Thumb

1. If you don’t like people, you have no business being in the people business.2. Serve them well you keep them. Serve them poorly you lose them.3. It’s not a member it’s your guest! It’s not a club it’s your home!4. Give the member not only what he/she wants, but anticipate what he really needs.5. When you give great service everybody wins!

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