Service Standards

Labor Standards Server Assistant: 1 per every 30 Members Server: 1 per every 15 Members Food Runner: 1 per every 50 Members

Dining Experience Standards: Royal Troon Grill

Bartender: 1 per every 20 Members Cocktail Server: 1 per every 25 Members

Reservation

Dining Experience

Farewell

Reservation is Made on the Telephone

Server Provides a Fond Farewell

Member is Seated for Dinner

Party is Greeted at Table

Order is Taken

First Course Delivered

Entrée Course Delivered

Dessert and Coffee Service

Member/Guest Action Team Responsibilities

• The telephone must be answered in 3 rings • Answer all phone calls with a smile • All messages will be responded to within 10 minutes during business hours

• Party is greeted immediately with eye contact and a smile • The member is greeted with Last name if available and welcomed to the Troon Grille

• The table is

• Server returns to review specials and answer all menu questions • Food Order is Taken,

• First courses are

• Entree courses are delivered from the left side by seat number within 12-18 minutes of order being sent to kitchen • Server is to check back after 2 bites to ensure items delivered are cooked properly. Manager should touch table after 3 minutes • Entree course plates and silverware are cleared from the right without stacking plates. All butter plates and extra items are also cleared

• Dessert menu is presented and server should

• Server to thank party for joining us and uses the members last name . • Server to highlight an upcoming event at the club and invite the member back. • Server and Host team should provide a fond farewell.

greeted within 30 seconds from a Server Assistant with Water • Bread is delivered to the table • The table is greeted within 1 minute from a Server to offer beverages. Beverages are delivered within 3 minutes

delivered from the left side by seat number within 5-8 minutes of order being sent to kitchen • Server is to check back on party after 2 bites to ensure party is content with items delivered. Members last name is used . • First course plates and silverware are cleared from the right without stacking plates. Table is marked with necessary items for Entrée course

highlight his or her favorite item. Coffee service is offered and served.

• Dessert order is taken. Dessert

beginning with ladies first

should be delivered in 5-8 minutes or order being placed • Server is to check back on party after

• The party is

• Order is

walked to the table with menus and seated. Chairs are pulled out and pushed in for ladies

repeated back to ensure accuracy. Order is inputted into

2 bites to ensure party is content

with items delivered.

the POS terminal