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Service Manual

History About 1826 Restaurant & Lounge


Situated on Collins Avenue at the bustling center of South Beach, 1826 Restaurant & Lounge offers contemporary American cuisine with a focus on elegant dishes in a stylishly modern setting. Through classic French training and forward-thinking vision, two Michelin-starred and 2012 Food & Wine Best New Chef Danny Grant and his team are poised to deliver a thoughtful experience that will leave you wanting more. Highly refined yet approachable, the seasonally driven menu builds flavor through every detail by embracing local, regional and luxury ingredients. Surroundings of brushed concrete, warm woods and industrial accents give a refined sense of cool, as discreet nuances leave a lasting striking impression. While its sea blue all-glass exterior implies quiet exclusivity, the inside is attuned to a level of wow with its A-list and food-conscious clientele

1826 Lounge
When evening falls, the magic of 1826 begins to illuminate with the energy of the night. Following dinner, retire to the upstairs lounge where a handsome hideout awaits for the dapper and more privacy-conscious clientele. A stylishly refined alternative to its party-centric siblings, the lounge takes a distinguished approach to the South Beach scene. The spot-on crowd is drawn as much to the exclusive ambience and the swanky, clean-lined interiors, as they are to the perfectly mixed cocktails and late night indulgences of Chef Danny Grants awardwinning cuisine. Through the plate-glass window that spans the entire faade, a long, glossy bar leads the eye into the buzzing room then up to double-height ceilings surrounded by gilded bronze accents, and powdered white and wood seating. Stop by for a nightcap for prime people watching or linger until the wee hours for bottle service, as the best of lounge music create a global vibe that is pervasively South Beach.

Chef Danny Grant


2012 Food & Wine Best New Chef Danny Grant is known for his highly refined yet approachable cuisine. Grants classic French training and forward-thinking vision work in concert to consistently turn out elegant dishes with sharply focused flavors. Grant was the youngest US Chef to earn two Michelin stars in both 2011 and 2012 at his Chicago restaurant RIA. While there he also earned perfect four-star reviews from the Chicago Tribune and Chicago magazine. A Long Island native, Chef Grant began cooking in Arizona and later moved to Chicago where he began cooking for 2003 Food & Wine Best New Chef Bruce Sherman at North Pond. After four years as a sous chef at North Pond, Chef Grant oversaw every station at NoMI, cooked abroad in Paris and attended The French Pastry School to round out
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his skills. Chef Grant joins an international group of high caliber chefs opening restaurants in Miami along with the talented local chefs who have created a remarkable dining scene. His menu at 1826 Restaurant & Lounge in South Beach combines the subtle focus on which he has built his reputation with the energy of the Miami nightlife.

Introduction

This manual has been created to provide a standard text outlining the methods of service for 1826 Restaurant & Lounge. Many portions of this document may seem obvious or redundant to an experienced professional, however it is mandatory that you read, retain and implement all of the systems described herein. At 1826, we strive for perfection and a large part of our product is the service provided by our service team on the floor. We hire people on the basis of their enthusiasm, experience, intelligence, desire and ability to work as a team. These attributes and the ability to work as a team are necessary if we are to reach the common goal of exceeding our guests expectations. It is our objective that guests leave with the perception that their experience was of greater value than the cost. It is only by each persons dedication and our working together that we can achieve this objective. From the kitchen to our bookkeepers, our objectives are the same. achieving a guest experience that is beyond expectations.

1826 SERVICE
Every restaurant develops its own personality and identity. The style of service, along with the cuisine, the design of the room, the uniforms we wear, the music and lighting all contribute to create this identity. to evolve. The members of the service team are representative of 1826. Service team members are expected to conduct themselves in a professional manner and strive to always provide the very best service possible to our guests. Your focused efforts are required to provide a level of service that emulates the consistently high quality of 1826. Our service philosophy is to provide tailored service to each and every table, according to their needs. It is our job to assess each table to understand what type of experience that table expects. Our service style requires a proactive and anticipatory understanding from the service team. The objective is to maintain the delicate balance of each tables needs, understanding their sense of timing, amount of interaction they desire and the appropriate style of service, to exceed the tables expectations. 1826 style of service is professional without formality. It is a relaxed, unpretentious style that reflects the chefs respect and appreciation of beauty in cuisine and service. The details and nuances of service will vary from restaurant to restaurant and change over time as the restaurant and its identity continue

Meticulous attention to detail is one of the most integral parts of providing our customers with a memorable dining experience. From the way we place each plate, to the proper way we fold our napkins, to the neat arrangement of silverware in marking boxes, to the proper cut of our homemade butter, each detail combines to create an impact on our customers. By following each of these points of service, we show our commitment to excellence.

It's not enough that we do our best; Sometimes we have to do what's required Sir Winston Churchill

Professional, Polished, Approachable.


Professional: Know your job.

Service staff is expected to know their jobs thoroughly: Including the steps of service, the menu, wine list, cocktails, the history of the restaurant, 1826 owners and chefs names and background, as well as any information relayed at our daily service meeting.

Polished:

You matter.

The service staff should be aware of the way they appear in their dress, grooming, speech and actions. Uniforms and shoes are to be neat, clean, ironed and polished. Shirt cuffs and collars should not be frayed. Nothing should be sticking out of the pockets of your uniform such as pens or serviettes. All tools for service should be neatly organized either at a service station or in an appropriate pocket. Attitudes, speech and demeanor should reflect the professional concern we have for each and every guests experience and our fellow workers. The way we comport ourselves in the dining room speaks volumes about how we approach our job. At 1826 we will not tolerate any inappropriate or derogatory remarks about a guest or fellow employee.

Approachable. Interaction.

Guest

1826 caters to its clients and we welcome the opportunity to engage with our guests. We encourage interaction as a means of enhancing the guests experience by offering information or opinion about a dish, a specific wine or cocktail, or, if appropriate, with an anecdote about a specific ingredient or creation. The staff should make our guest feel at ease and welcome the opportunity to explain or embellish upon the food and wine. At the same time we must listen to our guests and use the information they give us to better serve them and exceed their expectations. 5

THE 1826 SERVICE TEAM

General manager Ass General Manager Restaurant Manager Lead Sommelier Ass Sommelier Bar Manager Bartenders Servers Food Runners Bus Persons
As a member of our service team you do more than facilitate the delivery of food and beverage to the table. You are there to serve the guest by whatever means necessary. First and foremost, you are a representative of 1826. This means that you will conduct yourself in a professional manner and strive to provide the best service possible to our guests. As a team we expect our service staff to contribute however necessary and to always treat each other with respect and consideration. Comments such as That is not my job will not be tolerated. We expect everyone to contribute to its upkeep, its performance and its success. Only through working together can we grow and improve upon what we do each day. The rights of any one citizen do not supersede the rights of all citizens Patrick Henry

The Matre ds of 1826 Will Be The General Manager/Assistant General Manager & Restaurant Manager
They are responsible for preparing, directing and assisting service. the house or a host who ensures the guests experience. Specifically the Maitre ds are responsible for overseeing service in the dining room. This includes communicating all necessary service information to the staff, providing necessary service supplies, seating and providing individual attention for our guests, guiding guests through there dining experience and creating Wow factors & memories, assisting in any and all aspects of service when necessary and making sure that all of our guests needs are being met and anticipated. The term Maitre comes from the French for Master and the position is intended to be a representative of

1826 Servers Servers are the people most directly responsible for the diners experience at 1826, he
or she will create an immediate rapport with the guest so they know they are in excellent hands. (Full SOPs will be provided)

Each table is looking for a different experience; it is the job of the server to assess what type of experience the guest would like to have in order to engage the table appropriately. The server will direct the timing and flow of a table balancing the need to turn a table and the guests expectation and experience. In conjunction with the 1826 Team the server will direct his or her team to accommodate special requests and food issues such as allergies, dislikes, substitutions, tasting menus. A server at 1826 is a leadership position and demands a dedication, focus and the ability to anticipate guests needs. 1826 servers are expected to know the menu and any additions to the menu and be able to explain each dish to the table. 1826 server must communicate with other service team members, the kitchen and management. As

leaders, servers are expected to participate in any aspects of service that may be necessary including serving food, clearing tables and re-setting tables. servers should always be in his or her station. If a server has to leave the floor its imperative that somebody on the team be notified. When greeting a guest, Guests name should be used twice during the dining experience as a minimum. When taking an order for wine, if the guest has any questions, use this as an opportunity to offer the services of one of our sommeliers. We expect servers to be able to answer basic questions. However, if the guest would like in depth information we offer to have a sommelier assist them. Listen to your tables when providing table maintenance. Have they mentioned a special occasion we were unaware of? Did they mention how much they liked their table? Have they inquired about the score to a sporting event? Would they like to join us on another date? These are all opportunities to exceed our guests expectations. These are opportunities for a restaurant of our caliber relish. servers should always make a point to be tableside and assist in serving all courses whenever possible. In your absence, your buddy server (buddy system) will perform all the duties.

Food Runners
Food Runners are responsible for organizing and delivering the food from the kitchen to the table. (Full SOPs will be provided)

The runner is to provide assistance to the front server in getting food delivered to the correct position on each table, making note of all special requests and/or substitutions. Runners should serve tables in an organized fashion and when at all possible in conjunction with the tables servers. When serving a large table it is necessary for the runner to have assistance from either a server or from other food runners & bussers. Tables should ideally be served all at once. It is the job of the Food Runner to help coordinate the delivery of plates in this manner. We make every attempt to place plates in front of the guest simultaneously. In addition our Food Runners are responsible for: Setting up and maintaining the service side of both the hot and cold lines Restocking the line with china, serving pieces, wiping cloths etc. Preparing petit fours for check presentation before service Monitoring stations and tables and communicating this information to the chef Communication with Maitre d(s) and front servers in regards to VX tables, Amuse Bouche, complimentary items, tasting menus and 86d items. Communication with the chef in regards to special requests, food allergies or dietary restrictions.

Bussers The Bussers role is to provide support to the servers.


Bussers should be in constant communication with their assigned servers and follow all instructions. Specifically, the busser is responsible for the following: (Full SOPs will be provided) Water The Busser is to offer and maintain water service whether it is tap water or bottled water throughout the meal. Please carry sharpie pen. Bread At 1826, we offer the bread. It is the responsibility of the Busser to explain to the guest that our bread is baked in house and to handle and maintain bread service throughout the meal. Clearing To clear tables of items when the guests is finished including plates,

silverware, glasses, napkins and other items the guests are no longer using. Crumbing The busser is to crumb the table when entres have been cleared

or whenever it is necessary. Assisting In general, the bussers role is to provide assistance to

the servers in maintaining his or her section.

The service team at 1826 is designed to give the guest maximum individual treatment. While this manual is designed to articulate our service it is by no means an attempt to create a robotic or generic experience. On the contrary, the 1826 experience should reflect the contribution and personality of our service staff. If there are any problems, conflicts or difficulty with any service issue mentioned in this manual or experienced during service we expect you to communicate your concern with either the assistant general manager or the general manager. We appreciate all suggestions and will work to solve any and all conflicts or problems.

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SERVICE AT 1826 1. Before 2. During 3. After Before (preparation) (show time) (breakdown) Preparation for Service
To be prepared is half the victory. Miguel de Cervantes
Like anyone who is successful at what they do, you must prepare your concentration and precision to remain fully in control of the pacing and attitude around you. The heat of the kitchen should not be felt in the dining room. This involves getting proper rest before your shift, being on time for your shift, and to always have the proper uniform, cleaned and pressed. Each shift, servers are responsible for overseeing their station set up and making certain all tables are set according to standard. Each glass, place, utensil and table top item must be in its proper place. Everything should be aligned according to the photo on the following page. In addition to their individual stations, servers have daily side-work provided each day according to stations and shifts. This is to be followed as indicated to assure the service team is adequately prepared and supplies are up to par.

PRODUCT KNOWLEDGE
After our comprehensive initial training, it is your responsibility to be up to date and confident about our food; knowing the ingredients, presentations and preparation techniques please see menu matrix. It is equally important for you to be knowledgeable about our beverage program including our wine list, the spirits we offer, our cocktail list and our selection of beers. It is your responsibility to learn as much as you can about our products. We further help you in this area with our training classes, visits from purveyors and producers and pre-shift meetings.

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Ask questions..especially when there are tastings during the pre -shift meetings, and be ready for quizzes about our food or beverage at any and all times. If you are repeatedly unable to answer questions comprehensively in these tests it may affect your employment status.

Mise en place
a French expression meaning everything in its place. o Table set and inspected by the server and Opening Leader All Napkins, silverware,

glassware and plates must be laid out properly according to our standards. It is important we maintain a consistent and proper set-up of the dining room for each service. o Having the tools you need to do your job: 5 pens, a wine key, a lighter and a crumber. o You must be sure of any special offering for the day. You must be sure of any changes on the menu or wine list. Always be sure you know the correct pronunciation and terminology for both food and wine.

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Place Setting for Dinner Service


Table Settings: consistency in our table setting is very important. It is easy to spot something out of place or dirty. Before each service each setting must be detailed with all items polished and put in its proper position. Below is the proper set-up for each place setting:

1) 2) 3) 4) 5)

Linen: Napkin is placed between dinner knife and fork with design element centered and facing the guests. Flatware: Appetizer knife is placed on the right side of the napkin and the Appetizer fork on the left of the napkin. Both should be lined up with the outside edge of the napkin. The B & B plate is placed to the left of the appetizer fork or when necessary above the fork. The butter knife is placed toward the right side of the B & B plate, parallel to the dinner fork. Glassware: Wine glass is placed half an inch above the dinner knife and the water glass is placed to the right of the wine glass. Other: Candles/Votives and Flower arrangements (if applicable) as well as salt and pepper are placed in the center of the table,

Note: In order to balance the settings; be certain that the fork lines up with the knife of the setting on the opposite side of the table and visa-versa.

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During

Showtime

I'm a great believer in luck and I find the harder I work, the more I have of it. Thomas Jefferson

Service is when all of the work that goes into creating a dish, the designing of a space and the systems put into place for the functioning of an organization comes into play and our product is put forth. Once service begins it is important we stay focused on the common goal of providing the highest level of service to our guests. We cannot let outside influences effect our attention.

1826 Steps of Service


THE WELCOME
The host/hostess leads the guests to the table ensuring the guests are following close behind. The host seats the guests, pulling out chairs for the women and moving the tables as necessary, leaving only once the guests are all seated. Whoever is in the vicinity should assist with the seating. If there are less guests about to be seated at the table than there are seats (Ex. 3 Guests going to a Table of 4) then whoever is seating the table should remove the napkin and place it on the bread plate indicating there is a place setting to be removed. Dinner menus will be delivered by the host/hostess, wine list will be provided by server on a mini I Pad format. Whoever seats the table should acknowledge them once seated with a remark, enjoy your dinner. Have a Great Evening or similar. The host/hostess delivers 2 VX/Open Table information slips to the server (if there is one one will go to their service assistant), the second VX Slips to the kitchen, at the pass, the third VX Slip to the Pastry Dept., and the fourth one to the sommelier (again if there is one). In the event that guest had drinks at the Bar, the host should deliver the guests drinks to their table, always using a tray. Drinks are placed on the table above the show plate on the right (Cocktail napkins are not be used when linen is on the table). 14

THE GREETING
The server greets the table within two minutes. cocktail list or simply take a cocktail order. As indicated offer wine list or Would you care for a glass of

champagne or a cocktail from the bar? After the drink order is taken (Ladies first, then elderly and children, followed by men and finished by the host), server inquires if guest would like bottled or iced water. The server puts the drink and water order in the pos system and instructs the busser. The server or busser (if trained correctly) retrieves drinks from the bar and serves them to the table within five minutes. All drinks are always carried on trays. Bread and butter are delivered after order is taken, unless requested sooner by guest or there are children dining at that particular table. Wine by the glass should be served at the table. Assure the correct wine glass is used.

TAKING THE ORDER


The server asks if the guest has any questions concerning the dinner or wine menu. The server recites verbal additions to the menu (We never use the term specials), if any, mentions all the 86s (if any), and recommends a few dishes that the chef has specified at the service meeting. The party should always be given ample time to consider their menu and to ask questions. Do not hesitate to recommend certain dishes or food/wine pairings The server takes all orders in his station. If the server needs assistance, the restaurant manager (anybody in Management) may help him by taking guests orders. When taking orders, always begin with the ladies, followed by the elderly and the children, then the men and finally, the host. If the host is a woman, she is to be the last of the women to have her order taken. When inputting the order to the POS System you must highlight all ladies (lady button). If it is a VX table it should be denoted in the system. After the order is taken, the server collects the menus.

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PREPARING FOR THE FIRST COURSE


After the water and or cocktails are served, a food runner or busser brings bread and butter to the table. The B & B plate remains on the table until the appetizer course is cleared unless the guest specifically asks that it stays. If the guest doesnt have bread, the butter knife and bread plate must be removed. At this point if the guest would like to order wine the server/sommelier takes the wine order. The wine order is entered in the pos and the dupe prints at the terminal. The Server will retrieve dupe and give it to the sommelier and if not available the nearest manager (if wine is on the BTG program the server can retrieve it from the bar. If so needed the server will bring the appropriate glasses to table and place wine coaster closest to the guest who placed the order. The wine is verified by the server/sommelier before being presented to the guest using the standardized wine service procedures. Meanwhile the busser is monitoring the table for water/bread or other customer needs.

The table is marked for the first course, with a linen lined marking box. SERVICE OF THE COURSES
A food runner delivers the first course to the station. The runner and a server serve the first course, serving the guests at the same time (when applicable). The server may offer a brief description of what is served, if the table desires. Any extra courses, tasting menus and items not ordered by the guest must be fully described. The food is served from the left. Do not exaggerate this standard: do what makes sense and be unobtrusive to the guest. Plates should be served in unison, ideally all at the same time. If there is not enough assistance then as much as possible. When serving food, always ask if our guests may need more beverages, more bread and make sure their water and wine glasses are properly filled. The server is responsible for firing his/her tables the 2nd course (before guest is finished). This involves being aware of how quickly or slowly a guest may be eating, if the next course involves a longer than usual cooking time i.e. well done meat and taking into account the level of business in the restaurant. When every guest is completely finished, the first course is cleared and marked for the next course. When every guest is finished with the main course it is also cleared. If you are uncertain if a guest is finished a simple, May I? If guest 16

pushes dishes to one side they can be cleared even if everybody else is not completed. Front servers must confirm guest satisfaction verbally within two minutes of guest having the first and main course. What can I do for you, May I bring you anything else instead of saying How is everything. everything? When all of the guests at the table are finished with their final savory course, the table is to be cleared with the exception of only glassware in use and any centerpiece/floral arrangement. The table is crumbed/wiped onto a clean B & B plate. NEVER SAY, How is

THE FINALE
The server presents the dessert menus. The server takes the dessert order first, then recommends a dessert wine and then takes the coffee order and rings it into the computer. The table is marked for dessert. Dessert wine may be served before dessert. If declined, then coffee is served but the server must not serve coffee before dessert is on the table, unless otherwise instructed by the front server. This is a question the server should ask the guest before coffee service if they sense the guest is in a rush. Desserts are served. As with all previous courses, the server should help serve the desserts if available. The server checks back with the table and suggests an after dinner drink (if appropriate).

Once the desserts have been cleared, the check is presented to guest upon
his/her request.

PRESENTING THE CHECK


The check is processed and returned to the table in a check folder box. All guests paying by credit card are thanked by the name found on the credit card. The server closes out the check in the computer. The server continues to monitor the table even after the guest has paid. All service staff in the vicinity is aware when the table is ready to leave and assist with the chairs and table. afternoon/evening. All guests are given a warm thank you and goodbye from the front desk staff. Have a lovely evening! Thank you very much for joining us! Thank the guests and wish them a nice

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After

Breakdown

As the night is winding down and our last guests are leaving the restaurant it is important that we continue to focus on service and the task at hand. There should be no slip in the level of service as members of the staff begin to clock out. It is very important to maintain communication. Body language and conversation must remain professional. For every station there is a closing side-work assignment. While we are all anxious to get back to our lives and homes, each station is responsible for their closing side-work. These assignments are designed to keep the restaurant in top shape while also having the restaurant in shape for the next days service. Once side-work has been completed, each server must check out with a manager. No server should leave the premises without having a checkout signed by the appropriate parties. All servers must bring a copy of their close out report slip from the P.O.S. to manager as well as turning in any cash before leaving. When leaving the building, all team members must use the service entrance.

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WINE SERVICE
At 1826 our wine program is an important part of what we offer, we expend a tremendous amount of time and energy developing and maintaining our wine list. We believe in the synergy between food and wine and we strive to offer our guests exciting ways to enjoy pairing the two. 1826 extensive wine program is international in scope with wines from all of the worlds important wine producing regions. 1826 has a reputation for having a very diverse list with great depth in both the New and Old world featuring some of the worlds most difficult to obtain selections. The Wine program at 1826 consists of a full-time Lead Sommelier, with the assistance of a Sommelier assistant, which guarantees a wine expert on the floor at all times during service. Their role is to guide our guests through the entirety of their wine experience. To ensure this is possible for each of our guests, the servers and Managers are expected to provide a supporting role. We will routinely offer wine classes and tastings to help equip you with the tools to perform this role. EXPECTATIONS OF THIS ROLE Glasses clean, polished and checked for cracks or chips. You should show an overall interest in our wine list, what it offers and how it can pair with our cuisine You should understand the organization of the wine list to quickly guide our guests to suggestions You are expected to know our wines by the glass. You should correctly speak of their producers, vintages, grape varieties and how they compare to each other. Before service begins, you should note any changes to the wine list and what items we may be out of at that time. You should recognize your own limitations so to curb any exaggeration or missinformation as many of our guests are collectors, enthusiasts or winemakers themselves. Understanding a supportive role is important to reflect to our guests that you are confident, competent and excited about finding them the perfect option for the ideal dining experience.

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APPROACHING THE GUEST


Your approach should seem personable, interested and helpful Take a quick assessment of the table. Ask yourself what type of experience is the guest looking to have? Is this a special occasion? Does the guest seem knowledgeable? Look for the guests comfort zone while discussing options. Do not try to out speak or challenge the guest causing them to feel out of the choice themselves. Ask questions that lead in a direction perhaps liking the choices to wines they know already or have tried elsewhere. Most importantly, think about how can you guide the guest to a provocative food and wine pairing that can make their experience more special.

TAKING THE ORDER


Always stand to the right of the host (the person ordering the wine) if possible. Record the wine and vintage. Be sure to repeat the information back to the guest if unsure. You should never take the order by PLU number alone. This helps to avoid wines ordered incorrectly from being presented or opened. Even if the guest hands you a closed list and states only a number, reconfirm with him/her the wine by its name and vintage. The wine should always be presented and poured before the course it is intended for arrives. Remember, you control the pace of the meal.

HANDLING GLASSWARE
Never touch the bowl of the glass; handle by the stem only No dirty or chipped glasses; (glassware should be pre-polished but ALWAYS check the glassware before going to the table) Always set the table with the appropriate glassware before approaching with the bottle.

OPENING THE BOTTLE


Repeat the wine region, vineyard or special cuvee (if necessary) and wine vintage to the host as you present the bottle. Cut the capsule cleanly at the parting line without turning or twisting the bottle Wipe the surface of the bottle 20

Turn the worm not quite through the cork Slowly lever the cork up and edge out There should be no popping sound After the cork is removed, wipe the lip of the bottle

Do not present the cork unless the guest has requested it .

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CHAMPAGNE
Handle the bottle carefully Remember, the cork may pop any time after the wire is removed, so always place your thumb on top of the cork, and always aim away from any guests and yourself Hold the cork firmly and in place and turn the base of the bottle. This will guarantee control of the bottle if it seems ready to pop. Hold the bottle at a 45 degree angle for a moment after until the gases have released. This will avoid an eruption of bubbles. Ease the cork out slowly Opening champagne properly takes practice; a demonstration of how to do so will be a part of your beverage training. Please pour the champagne slowly, one full glass at a time.

POURING THE BOTTLE


Offer a taste to the host; use your judgment to determine if more than one person should be tasted on the wine before pouring Pour to the far side of the glass Pour with the label facing the guest Never touch the glass with the bottle while pouring Twist bottle lightly to finish without dropping Wipe the lip of the bottle, always using a service towel. Never pour a glass more than one third full. We will instruct you on how to pour depending on the glass size Gauge pours a bottle should be able to be evenly spilt for 6-8 glasses. Hesitate over the glass Pouring wine is like a diver entering the pool. You want to make the quietest entrance without any splash. A slow constant flow to the far side of the glass. Always finish with the host The pouring order should begin with the host tasting then moving ladies first and finishing with the host Place bottle in front of the host, to the right on a wine coaster or in a properly located ice bucket if the wine needs to stay chilled. Please ask the host if the white wine should be placed in the ice or remain on the table clockwise

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Bring fresh glasses when opening a second bottle of wine, unless it is the same wine/vintage. If it is an older wine, new glasses may be appropriate even if it is the same wine/vintage. Remove any empty or unused glasses immediately. This should be done with a tray

GUIDE TO GLASSWARE
We feel that proper glassware is an important part of the experience of enjoying wine. We use specialty glassware not only for wine but for many of our cocktail glasses as well. We have all-purpose glasses as well as glasses for specific wines. This glassware is fragile and must be handled with care. It is important to always inspect glassware before using it for chips or smudges. When removing glassware from the floor it is important to place them in the appropriately sized/ shaped racks for washing.

1826 SERVICE STANDARDS

THE VX SLIP
The VX Slip is a printed information tool from the reservations department and host staff to the service team that allow us to better serve our guests. These slips are used for two primary reasons. 1. Recognition of a special guest. This would include press, regular guests, other chefs or industry people, friends of the owners/management/staff of 1826 etc. These guests are to be acknowledged and given extra attention. 2. We also use VX slips for guests with special requests. Whether it is a special dietary request such as an allergy or the table is celebrating a special event we use these slips to communicate relevant information. It is important the slips are read immediately and

heeded in detail.

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1826 DINING ROOM STANDARDS


The following rules of service are the standards that we expect all members of our service staff to follow. Be advised there will be exceptions.

Beverage Service
Serve all beverages from the right. Always place cups and glasses to the guests right. Handles of cups should always be positioned to the right in the 3 oclock position. Water glasses need to be refilled constantly. If the customer drinks mineral water and doesnt want to reorder another one, we must serve him a glass of fresh regular water. Tap water is to be poured away from the table. Take glass from the stem off the table turn and pour the water. Avoid splashing guest and table. Handle glasses by the stems. Never touch the rims or put your hands inside of the glasses or cups. Handle plates by rim without placing your fingers on the top of the plate. When condiments or sauces are served with an item, explain what they are to the guests and serve them from and to the left. While carrying a tray with beverages, prior to going to the table, be aware of the seat number that corresponds to the customer and his drink. Never refer to the dupe in front of the table. Water pitchers must be filled with ice. You must refresh them if the ice has melted. Always use a tray for service of drinks, coffee and tea. Always use a tray when you remove glasses, coffee and tea from the table When a guest orders a coffee/tea, offer our desserts. When a guest orders a drink, offer a premium brand. When a guest orders a glass of wine, offer the wine list. When a glass is almost empty, offer another round.

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Table Service
Place all side dishes on the guests left Reset silverware as needed before serving the next course. When replacing the silver, carry clean dry, polished silverware in a marking box with a napkin. Handling silverware for resets quietly. Place forks from the left to the left of the guest, knives and spoons from the right to the right of the guest. Party of five or more: table must be served at the same time For parties up to four: Serve all food with the left hand from the left (exceptions may apply). Women are served first at the same time then the gentleman at the same time as well. No one should go into the pantry/kitchen empty-handed stations, cabinets and the pantry clear and clean. It is everyones responsibility to maintain the appearance of the dining room by keeping side

Guest Service
Always fold napkin when guest leaves the table (triangle shape) Always assist guest when he/she returns to the table Any time there is a guest complaint; it must be reported to the General Manager or the Manager on duty. Never use the assumption the situation will work itself out. COMMUNICATE with Manager to rectify the dilemma immediately. The problem has to be solved ASAP. (More on handling guest complaints to follow)

Clearing Rules
Clearing tables: one person for a deuce, two persons for a four top, three persons for a five or six top and so on. Clear the dirty dishes and glasses with the right hand from the right (clear side dishes from the left). Clear plates only when everyone at the table is finished eating (unless guests request otherwise). When the main course is finished, table needs to be crumbed/wiped before presenting dessert menus.

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Presenting the check


Always present the check in a clean and properly organized check holder box. Never present a credit card receipt printed on the discolored end of the paper roll. Change the roll and print the receipt on clean paper. Credit card transactions. Never announce verbally the amount of the check. Cash always bring back the correct change. Do not ask if they want change. When a guest leaves, thank him/her (by name whenever possible). The importance of checking back with the guest when each course is served cannot be stressed enough. Here it is important to read the guest, some may appreciate you verbally checking in with them, for others you may simply want to make eye contact so that they know you are available to them if they have a question or concern. Being aware of guests personal space is very important. Never cross the imaginary line in front of the guest. If, due to the table set-up, it may become necessary to reach across the guest always say, Excuse my reach.

1826 DINING ROOM STANDARDS (CONTINUED)


When working in the dining room there is a certain way we should compose ourselves. These standards help us deliver service that is beyond the ordinary. They apply not only to how we interact with our guests but how we interact with each other. Pull chairs and tables out for guests whenever possible. When you are approaching a co-worker from behind in the restaurant always let them know you are behind them. When you see a co-worker coming in your direction carrying drinks or plates, always yield to them. When a guest leaves the table, always re-fold their napkin or replace it with a new napkin. Refrain from the discussion of bad tips and difficult guests during service . A server should be in the dining room at all times, He/She should alert a manager or (buddy system)when leaving the floor. Be aware of your surroundings. Always look to pick up on the body language of our guests. Dont forget to look down to notice spills on the floor or things need to be picked up.

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Service staff should only be at the front desk to communicate with the host/hostess. It should not be a place for staff to congregate during service or examine reservations. Refrain from touching your hair, nose, face or mouth when on the floor. Eating is never permitted during service. Drinking water or coffee will be permitted but only in certain areas. Drinking of sodas, juices and espresso is prohibited. At no time should you be on the floor when out of uniform. Any time you enter or exit the restaurant, you must use the service entrance. Remember that you are always on display when you are in the dining room. You are representing1826. Always look your best and smile.

CUSTOMER INTERACTION
When walking in the restaurant, always yield to our guests. Whenever making eye contact with a guest when passing, always smile and acknowledge them. If a guest asks for directions to the bathroom, kindly show them the way or escort them to the nearest bathroom. Do not simply point and give them directions Always be aware of guests within earshot and keep all conversation professional. Refers to our guests as ladies and gentleman. Show that you care about our guests. Using phrases such as how is everything? demonstrate that you are simply going through the motions. Ask about specific dishes, ask about wine pairings show that you are concerned with their experience. Attentive eye contact should be maintained with your guests at all times and certainly while serving. It is bad form to be serving one table and glancing at another. A customer is never to be interrupted. Cutting into the conversation by saying, excuse me is also not professional. When guests ask you to recommend something, do so with confidence. Never tell a guest that you do not care for a dish on the menu. Do not describe dishes as sort of like this or like that. Describe them exactly and accurately. The guest is not asking for a recipe, rather a brief description. Be aware of the guests sense of time. Time is not equal for the guest. For example, a guest has spent 3 hours having dinner, could get upset if they have to wait 5 minutes for the check. Even if your service is otherwise perfect, an error in 27

judging the guests sense of timing can leave the guest disappointed with their service. Never say no to a guest. There will be times when an item is not available or when a request cannot be accommodated. It is important in this situation to always have an alternative available to the guest. It may require communication with the chef or with the manager. The important thing is the guest feel we are doing everything we can to make them happy.

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Other Dining Room Procedures


In order to provide the level of service that we aspire to at 1826 it is important to understand how we respond to the many different situations that our guests present us with. Many of the following procedures do not occur on a daily basis or even once a month but they happen frequently enough that we have crafted a response that not only benefits the guest but also best represents high standards that we maintain at 1826. As with all situations, if you feel unsure as to how to respond to a guest you should immediately consult with a manager.

Purchase Orders
Quite frequently, we are contacted by people who want to pay for someones dinner here, send them a bottle a wine, arrange to have a cake sent to their table etc. When this happens we navigate guest to our website where form can be found and completed. They sign and return the form and we present it to the server when the table in question is sat. Guests can also get a gift card emailed to recipients inbox instantly if they so chose that option. It is the job of the server to execute the request on the purchase order at the appropriate time during the meal (that time is determined on the purchase order). If there are any special instructions or if a card is to be presented to the guest, it is the responsibility of the server to follow through. Purchase orders should be rung up on a separate check and closed to the credit card on the purchase order. All of the documentation is to be turned in at the end of your shift with your check out.

Corkage Charge
We allow guests to bring in wine for a corkage fee of $30 per Bottle a large format bottle counts as two. There is a 2 bottle limit and the bottle cannot be a selection on our list. The host/hostesses will generally handle taking a bottle or two from the guest before seating, however if this does not happen and a guest presents their own bottle of wine, have a sommelier or if not available a manager go to the table to explain our policy.

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Voids/Comps
Any time an item needs to be removed from a check, it is the job of the server to alert a manager. Items that are rung in error, returned by a guest or never made will be considered a void and removed from the check. Items that we send to the guest, employee discounts or other discounts are considered a comp. The dollar value of comp items will be printed on the guest check.

Manual entry of Credit cards


In the event that a credit card cannot be read by our P.O.S system, you must explain this to guests and acquire a different form of payment; manually entering the number in the system is prohibited.

DIFFICULT SITUATIONS
No matter what segment of the service industry you are in, you will find that it is impossible to make your customer happy 100% of the time. There will be times when we make mistakes. There will be times when miscommunication will cause confusion. There will be times when factors outside of our control cause our guest to be angry and unable to enjoy him or herself. No matter what the situation, we must always keep our composure. We must always remain professional and proactive, and solve the problem. We have to challenge ourselves to turn a difficult situation into a positive one for the guest. Our goal is to never have a guest leave unhappy. It is imperative that anytime a guest expresses they are in anyway dissatisfied with the food, beverage, service or dining environment that a manager be notified immediately. All complaints, no matter how large or small, should be taken seriously and addressed immediately. It is easier for you to retain a good rapport with your table and provide them with a pleasant experience if you are not the one they associate the problem with. Management has more options available to solve a problem and therefore they must be aware of any such situation. Anticipation is very important in providing the highest level of service. When we can anticipate and communicate potential problems with a table or specific guest, we are better able to avoid the problem from occurring.

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86ed items
We aim to never have 86 items, but it is possible due to our commitment to using the freshest, seasonal ingredients possible. If any food or beverage items are 86ed at the beginning of service, it will be mentioned in the daily shift meeting. If an item is running low during service it is the responsibility of the food runner to get a count to a manager and that count must be communicated to all servers on the floor. Once an item is 86ed during service it is the responsibility of the kitchen/food runner to pass this information on to the managers, as well as the servers. If a guest orders an item only to find out that it has been 86d, the server must IMMEDIATELY alert a manager and approach the table to offer an alternative or allow the guest to order another item.

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DISLIKED & RETURNED ITEMS


Some guests will make sure you know if something is not as they wanted it, but the majority will simply be silent and then leave after having a less than satisfactory experience. It is up to you to prevent that. Your # 1 If you get an indication a guest is not enjoying something they ordered get with a manger so he/she check can offer them alternatives. We want to ensure the guests enjoy their time and experience with us. If a manger is not available in that moment we trust the server to bring dish directly to kitchen and the offer alternatives once guest is happy then contact your manager bring them up to speed and he/she will remove it from the bill and help you ensure the guests are happy and leave with a good impression. If your removing a dish from a guest, take the dish directly to the kitchen. Never present it to a manager in the dining room. If guests return a bottle of wine, accept it gracefully. Please alert the sommelier or a manager immediately and they will then visit the guest. Pass the returned item (FULL) to your manager. If the wine is off (either corked or spoiled) management will discard of it. If the wine is in good drinking condition they will give it to the bar as a wine by the glass OR
SAVE IT TO SAMPLE WITH THE STAFF.

GUESTS WHO ARE UNHAPPY WITH SERVICE


If a guest is unhappy with their service, management must be alerted immediately. It is the responsibility of the service team to communicate with the guest to best deliver the experience they are looking for. If they deem the service to be slow, inattentive or condescending they will only begin to look for other reasons to find fault. Management immediately must address this type of situation. We will do whatever possible to smooth out the situation so the guest can enjoy their experience. If a guest is particularly difficult or has unusual requests it is also important to speak with management. Some guests require more attention including the attention of a manager/sommelier. We want to always be prepared to offer whatever level of service our guests require. Keeping a guest complaint to yourself as it reflects poorly on your service is something that will not be tolerated and disciplinary action will proceed. The idea is never letting the guest leave unhappy no matter who is at fault, it takes a bigger person to admit fault.

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SPILLS
In the event of a spill, regardless of how it happened, we must immediately provide attention to the matter. Be apologetic, react immediately and sympathize with the guest. Provide the guest whatever they may need such as clean napkins, club soda etc. If you are responsible for the spill, no matter how minor, bring it to the attention of a manager right away. We will approach the table and offer cleaning services if necessary.

1826 Kitchen
1826 foundation is built on the quality of the products we use, the warm and elegant room we serve it in, the level of service we provide to our guest and the skill of the chefs in our kitchen. Our kitchen is the heart of our home. It is a place where profe ssionalism and respect must always be observed. Any time a member of the service staff is in the kitchen it is important that he or she treat the kitchen and its staff with the proper respect. Speak in the proper tone. Be conscious of other people working and be mindful of your own and others safety. When in the kitchen you must be aware of your surroundings. You have to pay attention to those coming and going, to doors opening and closing. You need to treat our plates, our glasses and our equipment with care. You need to be careful when in the walk-in refrigerators. You need to speak to the chef if you are ever unsure before taking or using a product. You should only be in the kitchen if necessary; otherwise communication with the kitchen should be conducted by the manager. Our chefs are committed to the satisfaction of our guest s. There will be many situations where a guest will have a dietary concern, an allergy or a particular aversion to an ingredient in a dish. They may still want to enjoy the dish, however, not the way it is normally prepared As much as possible the kitchen will do whatever it can to please the guest including: Making changes to accommodate dietary concern or allergies Omitting ingredients from dishes if possible, such as garlic Cooking meat and fish to a guests liking Serving sauce on the side Splitting dishes 33

Whenever a guest requests for a dish to be altered, it is important to check with the chef before confirming with the guest, even if it is something that has been done before. Management should always be aware of special orders going in to the kitchen. This information needs to be shared with service assistants and food runners as well to prevent errors. Nothing makes a guest feel cared for like having their special request or needs taken care of. Conversely, nothing is more disappointing than when a request is not followed.

Thank you for your attention and your contribution to 1826 and in ensuring its success as one of the premier dining destinations in Miami.

"Let us raise a standard to which the wise and honest can repair" George Washington

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RECEIPT FOR 1826 SERVICE MANUAL I acknowledge that I have received, read and understand the 1826 Restaurant & Lounge Service Manual. conditions. I accept all its terms and

SIGNED:_________________________________________________________

PRINT NAME:____________________________________________________

JOB TITLE:_______________________________________________________

DATE:___________________________________________________________

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Please sign and date this receipt and return it to the Manager.

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