Matisse Work Book and Procedures

Work Book and Procedures
Café Matisse Mission Statement
“Our Mission is to consistently grow our business by exceeding our
guests’ expectations. Our belief in training, development and
retention of Performance-Oriented Team Members will drive our
success. We are Passionate about providing our guests
with an EXPERIENCE . . . . Not just a meal.”
Our Promise
We will take Pride in our Service Standards, Teamwork and Great Food.

Café Matisse
TrainingandProceduresManual
Page 2
Chapter TABLE OF CONTENTS Page
1 Who is Who and How to ContactThem 3
2 Training Week 4-5
3 Dress Code 5
4 Pillars of our Strength 6
5 Health and Safety 7
6 Top 10 Things to Remember 8
7 Menu
8 Steps of Service 9-13
9 Duties and Responsibilities 14-16
10 Procedures 17-19
11 Life of a check 20
12 Alcohol Awareness & Sales 21-27
13 Checklists 28-30
14 Shopper Reports and Surveys 31, 32
15 Effective Selling 33
16 Test 34

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Who’s Who
Café Matisse Phone Number – 407-996-1471
GeneralManagerofRosen Plaza – Gary Hudson
Food and Beverage Director - Joshua Squires – Ext 1737
Café Matisse Manager –
Café Matisse Assistant Manager –
The Owner: Harris Rosen
Born and raised on New York City’s lower eastside, Mr. Rosen received a Bachelor of Science degree in
1961 from the School of Hotel Administration at Cornell University. He served for three years in the United
States Army as an officer in Germany and South Korea, and then completed the Advanced Management
course at the University of Virginia’s Graduate School of Business on a Hilton Corporation Scholarship.
Mr. Rosen began his career at the Waldorf Astoria in New York City as a convention salesman. He continued
with the Hilton Hotel Corporation, occupying various management positions in some of the larger Hilton
hotels. Mr. Rosen then joined the Post Company of Dallas as Director of Hotel Operations. While there, was
involved in the development and management of one of the finest resort properties in Acapulco. After several
years, he left the Post Company to join the Disney Company in California as Director of Hotel Planning. In
this position, Mr. Rosen was intimately involved in the design and development of the Walt Disney World
Contemporary Resort Hotel and the Polynesian Village Hotel.
In 1974, Mr. Rosen left Disney to purchase the 256 room Quality Inn on International Drive in Orlando. This
purchase represents the foundation of Rosen Hotels & Resorts, Inc., Orlando’s most progressive hospitality
company. RHR operates seven hotels and owns upwards of 6,300 rooms, more than any other privately-held
hotel company in Central Florida.

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Training Week
Day 1-
 Trainee will learn how to clock in and out and will be briefed on Attendance Policies
o Tardiness, Call-offs and No-call/No-shows.
 Trainee will walk the Hotel and meetwith Key Members ofits Staff
 Trainee will be given the uniform and will go over Dress Code Guidelines
 Trainee will be given a copy of the Floor Plan and Menu to study
 Trainer will review the “Pillars” from this booklet
 Trainer will review Health and Safety from this booklet
 Trainee will shadow the Host/Cashier/Busser
 Trainer will meetwith the Manager to discuss the Trainee’s progress
Day 2-
 Trainer will review the Menu and ask if there are any questions
 Trainer will quiz Trainee on Breakfast/Appetizers/Salads/Soups
 Trainer will review the “Top 10 Things to Remember”from this booklet
 Trainer will review the “7 Steps of Service” from this booklet
 Trainer will review the Duties and Responsibilities from this booklet
 Trainee will run food and attend the buffet (Chef)
 Trainer will review Cash Handling Procedures and Shift Reset.
Day 3-
 Trainer will review the Menu and ask if there are any questions
 Trainer will quiz Trainee on Sandwiches and Burgers/Entrees/Side Orders/Desserts
 Trainer will cover Safe Food Standards from this booklet
 Trainer will cover Alcohol Awareness from this booklet
 Trainer will give the Alcohol Training Guide for the Trainee to review and study
 Trainer will show Trainee the POS and screens
 Trainee will shadow the Trainer on the floor for the entire shift, focusing on the seven steps of service.
(Trainer will keep all tips from the tables as the Trainee is being paid minimum wage)

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Day 4-
 Trainer will review the menu and ask if there are any questions
 Trainer will give the Menu test to Trainee
 Trainer will cover Checklists from this booklet
 Trainer will cover Shopper Reports and Surveys from this booklet
 Trainer will cover Effective Selling from this booklet
 Trainee will take the final test
 Trainer will shadow Trainee for a shift, correcting any mistakes (Not in front of the guests)
 Training over
Dress Code
The intention of the Dress Code is to set general guidelines for all Team Members’
Appearance and Image. It is our belief that Team Members should maintain a
Professional Appearance.
Shoes:
Closed-toe Black Non-slip Shoes (Must say non slip on them)
Uniform:
Uniforms must be kept in good repair and may not be altered to change the original appearance. Associates
must return all company supplied uniforms upon leaving the company.
Name Tags:
Nametags must be worn at all times when you are on duty. When not on duty and utilizing the outlets,
nametags are to be removed. Replacement tags, if lost or vandalized, will be at the associate’s expense. If
damage is as a result of normal wear and tear, the company will pick up the cost of the replacement
nametag. Upon termination, the uniforms issued, along with nametag, must be returned prior to receiving
your final paycheck.
Hair:
Both men and women should have neat, natural hairstyles - cut neatly and properly tapered. Extreme
asymmetrical or bi-level styles are unacceptable. Wigs, hairpieces, hair extensions and hair weaving are
acceptable if they are natural looking, neat and not extreme. If hair color is changed, it must be a natural
looking color and well maintained.
For men, neatly trimmed sideburns and moustaches that do not drop below the mouth are acceptable.
Beards or other facial hair statements are unacceptable.
*Refer to the RHR handbook for more*

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Pillars
All associates are expected to abide by the following RH&R Service Standards . . . .
The “Pillars of our Strength.”
SMILE:
Greet our guests and fellow associates with a genuine Smile, make Eye Contact and use their Name.
APPEARANCE:
Present ourselves with pride and conduct ourselves in a Professional Manner.
COURTESY:
Choose a positive attitude -- always say “Please” and “Thank You” to our Guests and fellow Associates.
PHONE IMPRESSION:
Answer within Three Rings. Smile, and clearly give your Name and Department.
JOB KNOWLEDGE:
Ask Questions. Anticipate Guest Needs. Learn all of our Hotel Services. Commit to ongoing Training.
COMMUNICATION:
Listen with the Intent to Understand Guests’ and Fellow Associate’s Specific Situation and Needs.
PROBLEM SOLVING:
Apologize for the Situation. Take Ownership of the Solution and Follow-up.
PRIDE IN PROPERTY:
Treat the Hotel as if it were your own home. Pay close attention to details and report any deficiencies.
TEAMWORK:
Recognize and Encourage fellow associates to provide outstanding service.
GOLDEN RULE:
Respect and Treat our Guests and Fellow Associates, as we would like to be Treated.

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Health and Safety
 All team members and managers must Wash their Hands upon reporting to work.
 Team members and Managers must Wash their Hands after sneezing, coughing, using the restroom, taking
out the trash, touching their face or hair, eating, counting money or handling credit cards.
 Keep fingers out of glasses and dishes. Do not touch any surfaces that will contact the guest’s food
 Use trays while delivering food. Do not stack plates up your arms as this spoils the food by touching the
bottom of the plates.
 All food items in server areas are to be covered and dated. The date the item was opened is the date the
container must have on it.
 If you find a food item that is beyond its dated shelf life, it must be thrown away
 Hand washing areas should always be stocked with soap and paper towels
 Alcohol-based hand sanitizers are not a substitute for Washing your Hands with soap and water
 If you are injured in any way you must notify the Manager on Duty or Security.
 Non-slip shoes are a requirement (must say non-slip on the shoe)
 If you are sick, please notify your Manager
 All Team Members must eat in the break room. If you are caught eating off the buffet, you will receive written
documentation with suspension.
 All cracked Lexan bus tubs are to be thrown out.

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Top 10 Things to Remember
1. The Guests Pay our Bills - While Mr. Rosen cuts us our paycheck once a week, he is actually only
funneling the guests’ money into the appropriate directions to keep the business afloat. Ultimately the guest is
the one giving this company the money. Remember this and your attitude will change toward each guest.
2. Attitude is #1 – Choose your attitude! Before you come to work, pick out your good attitude like you
would your shoes. Let your personality lead to your success and ultimately your tips. Start each shift walking
in with a positive thought and try to forget about any problems at home. Put on a smile and say “HI” to
everyone in the back halls. This will get the blood flowing to your face and you will glow by the time you get to
our guests.
3. Fast and Friendly – Don’t just show up to work . . . Be at work! Actually pay attention and ask
questions. Listen to the pre line-up the Manager gives before the Shift and get to know the group in house.
Interact with the guests while cleaning and setting tables. Be alert to guest signals and acknowledge them.
Remember that ENERGY not TIME is the fundamental for high performance and output.
4. Engage each Guest – Treat guests like a guest in your home and entertain them. Welcome them
personally with a warm Smile. Learn the guest’s names, favorite food and drinks and other information to help
personalize their experience. Be a guide for them through their dining experience. Don’t be an order taker, be
a salesperson.
5. Standards – Raise the bar! Give guests more than they expect. The guest should want for nothing. If
it’s not right . . . DON’T SERVE IT! Never say “NO”. The answer is always “YES”. Why you ask? Because
saying yes costs you nothing and gains you much. You are simply agreeing to try. When you remove the
initial “NO”, you remove 99% of hostility.
6. Knowledge is Power – Know the menu including daily soups and specials. Know what’s available
and what’s not. Be ready to give menu descriptions and recommendations. The more knowledge you have . .
. higher your check average and higher your tips! Ambience, décor, music and clientele are all Key. But, it
is YOU that drives sales and your education is essential.
7. Adapt and overcome – Be flexible, ready to change to new Menus, Managers and Clientele.
8. Teamwork – No one person can get the entire job done alone. Do something special for every guest
whether they are in your section or not. If you see a drink that needs filled and you are not busy then get the
guest a refill. Respect the knowledge of other employees and learn from them.
9. Cost Control – It is very important to remember that our business survives on keeping sales up and
costs down. Don’t be wasteful, make sure you do not throw away silverware and don’t be idol. If you have
time to lean you have time to clean.

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Steps of Service
Immediately Greetthe Guests
All guests should be greeted immediately (30 seconds)
As you approach a table, make sure you have beverage napkins to
place in front of each guest. This shows other servers and managers that
you have taken the drink order already.
At times you may only have a chance to approach your party before
delivering a beverage to another table. As long as you notify the guests you
will be right with them, completing service to other guests is fine.
Each table should receive a greeting immediately upon being
seated. State the specials, soups and if there is a buffet or not. DO not say
the same thing to each table, mix it up and personalize each table.
Offer a tour of the menu
Suggest any wine specials or bottle service (2nd shift)
Deliver Beverages within 2 minutes
2 minutes maximum for alcohol, beer and wine
Immediately for non-alcoholic drinks
Take the Food Order after Drinks are served
Taking the order should be a sales tool
Don’t just take the order - suggestively sell “extras, sides and upsells
Menu Knowledge will help you recommend items
Suggest extra items that will complimenta meal
o Maybe Sautéed Mushrooms or upgrading from Chips to Fries
This is the time you should ask the guests their paymentmethod
Remember, no guest wants to wait for their check. So, have it ready
after you put the order into the POS
When taking an order use the pivot point system to avoid auctioning
off food when it is delivered
Remember Me?
I’m the fellow who goes
into a restaurant, sits down
and patiently waits while
the waiter does everything
but take my order.
I’m the fellow who goes
into a department store
and stands quietly while
the sales clerks finish their
chit-chat.
Yes, you might say I am a
good guy. But do you know
who else I am?
I’m the Fellow Who Never
Comes Back.
It amuses me to see you
spending thousands of
dollars every year to get
me back into your store,
when I was there in the
first place; and all you had
to do to keep me was to
give me a little service;
show me a little courtesy
Author
Unknown

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Take the Food Order after Drinks are served (continued)
The pivot point system is taking an order from left to right in a clock wise motion
Inform guests who order well done items that it will take a little longer than a normal cook
When the order is coming to an end suggest an appetizer for them to munch on while they wait for their
meal. Don’t just ask if they want an appetizer offer a suggestion “Would you like some wings while you
wait for your well-done steak?”
If you have a question or didn’t understand the guest do not just guess, ask the question, repeat the order
for accuracy
Key the order in
You must put the order in immediately. This is done for two reasons. First, the kitchen needs as much
time as possible to prepare the food. Second, the check is timed and revenue audit reviews check times
Make sure to review your order before sending it to the kitchen
If you have a large order follow up with the kitchen to make sure they are ready, with the proper staffing
Make sure to put in Special Requests on the ticket.
o If it’s a To-Go Order, hit the “To-Go Key” 3 times in a row.
Delivery offood
Appetizers need to be out within 5 minutes of placing the order, if not sooner
Deliver salads and/or bread immediately, so that they are always delivered before the entrée comes out
“Normal cook” entrées should be out within 12 to 15 minutes
Look at each plate before serving it.
o The first impression of how it looks can affect the guests perception of the taste
o Make sure it looks good and is cooked correctly. If it is not the right temperature, have it up-cooked or
re-cooked before it hits the table
Orders should never sit. Deliver hot food immediately!
Orders sitting in the window will continue to cook under the heat lamp and dry out
Make sure food is fresh. If you see something that does not look good, send it back.
(i.e. Lettuce is brown on the edges) SEND IT BACK before the guest sees it.
If you wouldn’t eat it, don’t serve it
All food must be correctly garnished and each plate set up should be the same.
o If two people order a burger, make sure the chips and pickle are in the same spot on both plates
As a server it is your responsibility to monitor ticket times.

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Delivery of food (continued)
If you are concerned about an order, notify the Manager before the meal passes the service time limit.
o The Manager can help ask the kitchen to put the order “on the fly” and can apologize to the table if the
time passes the limit.
State the name of the item to your guest when placing the food. This will help if there is a discrepancy or
if the guests have moved from the original pivot point.
After the plates are down ask if the cook temperatures are to their liking, and if they may need additional
items such as steak sauce, ketchup or extra butter.
A sign of a professional server is anticipating the guests’ needs.
Firsttaste call back
Return to the table within 2 minutes of delivery.
While at the table check that the drinks are full and the proper silverware is available.
(i.e. Steak Knives or Soup Spoons)
At lunch, this is the time you will present the check.
o Let the guests know that for their convenience you have prepared the check and that in no
way should they feel rushed. Inform them that you will take the paymentat their convenience
or they can pay the cashier at the front. But, since it is lunch time you don’t want them to have
to wait for the check.
If a guest is unhappy about any part of the meal, handle the problem the way you would want to be
treated. Apologize and IMMEDIATELY . . .
o Remove the problem item to be replaced.
o Ask the guest if they would like to keep their side item to eat while they are waiting.
o Offer to bring a replacementor substitute something else.
o NEVER give excuses such as “we have a new cook” or “we are short staffed today”.
It isn’t the guest’s problem.
o Immediately ask the cook to expedite what you need.
o When the re-cook or substitute item is ready, send it out with a fresh side item regardless if
they kept the old side item
Explain the problem to a Manager and have the Manager run the new item to the table.
Before leaving the table, pre-bus any plates.

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2nd call back
On the second table call back, make sure the guests are happy and maintain the table
Refill drinks when they are 1/3 low
Keeping the table clear and attractive allows our guests to feel more comfortable, and brings to their
attention the excellent service they are receiving
Never act rushed while doing table visits. Staying calm and collected shows the guest you have
everything under control
Be aware of half eaten food. The word OK or no answer at all when asking how everything is. If the
guest does not acknowledge your question about satisfaction in a positive manner, notify the Manager
that there may be a problem
Predict guest needs such as extra plates and drink refills.
Suggest a specific dessert or after dinner drink.
o “Did you save room for our delicious Florida Key Lime Pie?”
Always remain visible throughout the meal.
Remember that what a guest sees affects how they perceive our establishment. You only get one chance
to make a first impression. Your posture and movementconveys a lot to the guest. Stand straight up and
do everything in a quiet unrushed manner. Avoid the appearance of being overwhelmed. Being in the
weeds is a state of mind.
At Café Matisse we believe in TEAMWORK
This means we pre-bus each other’s tables
as we are walking back to the kitchen
FULL HANDS IN, FULL HANDS OUT
We greet each other’s tables if they are busy
30 second Greet time
We carry out each other’s hot food
Hot food first

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Service Etiquette
No matter how great the food was, bad service will destroy the entire meal for your guests.
Good Servers will keep their tables informed of wait times
Serve all food items from the left side of your guest, and remove items from the right side.
Place and remove all beverages from the right side of the guest
When doing coffee service or pouring wine, move clockwise around the table.
Do not reach in front of, or across your guest
Handle all Plates only by the Rim
Hold Silverware by the stem only. This applies for clearing dirty silverware as well
Place plates on the table with fingers underneath and your thumb on the edge
The main portion of the plate (generally the protein), is placed closest to the guest for ease of cutting
Unhappy guests
From time to time you will encounter an unsatisfied customer. An essential part of your job is keeping
this number to a minimum. Guests who experience unresolved issues will not return. However, a guest
who has voiced a problem and received a satisfactory resolution will often return, or even better become
a regular customer
We thrive on “word of mouth” business. Satisfied customers share their dining experience with their
friends. Unsatisfied customers share their experience with EVERYONE
A dissatisfied customer will, on average tell 10 people about the bad experience
Often a guest will not tell you there is a problem. So, keep an eye on the non-verbal signs, such as
avoiding eye contact, not finishing the meal or looking irritated.
“Reading a Table” is one of the most important parts of a server’s job.
Remember that most guests come into our establishment to have a good time. So, relax and show them
that they are in good hands
Timing is everything
When the guest is ready to leave,
they are READY TO LEAVE
No matter how great everything went.
taking too long to present the check
can ruin the guest’s experience

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Duties and Responsibilities
Five Server Priorities
1. Warm, Friendly and Sincere Smiles
2. Immediate greet times
3. Use the steps of service
4. Be a sales person not just an order taker
5. Think Guest First. (Remember, they pay our bills!)
Setting up your Server Station
Upon arriving to work, report to the Manager. Check your assigned station, and look over your tables.
Make sure that everything is stocked and clean.
Check your Server Station for cleanliness and make sure it is fully stocked
Each server will be held accountable daily, for completing assigned duties and tasks.
Managers will check on side work and cleanliness
Inspect your condiments to make sure they are full and clean. (Crust can build on the rim and needs to
be cleaned)
Check your booths and chairs for cleanliness. (Including the Base and Legs)
Find out the Soup and Specials for the day
Find out the Wine or Beer Specials (2nd shift)
Make sure there are sanitizer buckets and they are full
Set up Coke Machine
Did you know that 60% of all customer complaints
in restaurants are based on a
guest’s perception of inadequate service?
On a positive note . . . . .
Good Service is the main reason a guest returns!

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The Buddy System
At Café Matisse, we want each and every guest to get the best possible service. Therefore, we use the
Buddy System, or Server Teams, when making our floor plans. The Buddy System assigns Two Servers
to each section to work and take care of the guests. Buddies help greet each other’s tables, get drinks
and refill drinks. This system helps ensure that even if you are double seated, the guest can still be
greeted within 30 seconds.
At no time, will a server address the POS and put in orders under another server’s card.
Steak Temperature Descriptions
We grill all of our Steaks and Hamburgers (Medium and above only for Burgers), to the guest’s
specifications.
If a guest orders a Steak or Burger, you must inform them of how we cook each type.
o Rare = Cold, Red Center
o Medium Rare = Warm, Red Center
o Medium = Warm, Pink Center
o Medium Well = Thin Line of Pink
o Well Done = No Pink
o Burnt = No Pink, Burnt on the outside
o Pittsburgh = Burnt on the Outside, Rare on the Inside
When guests order Well Done, inform them of the extra wait time due to the over cooking.
ResolvingIssues
Show Empathy for the guest
Listen to the guest, without interrupting
Allow them to take as much time as they need
Do not appear to be in a hurry. Make sure they feel that their problem is the only thing on your mind
Take Ownership of the Problem and Apologize for the situation. Re-state the guest’s words in your own
way to confirm that there is no misunderstanding
Do not offer excuses, even if there is one.
Offer a solution within our guidelines, and within your authority.
If the solution is not within your authority, refer to a Manager
Follow up to make sure the guest is satisfied.
Notify the Manager, even if you resolved the issue.
Inebriated Guests: You know the type. They are stumbling, talking too loud and disturbing the peace.
Do not serve them and immediately get the Manager. Do not handle yourself!

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Tips
The amount of money you make is dependent on the initiative you show and how well you present
yourself
Be reliable
Never talk about tips on the floor
BeverageService
Beverage napkins are required for all beverages. Place all beverages to the guests
right, being carefulnot to touch the lip line.
Beer Service requires a frosted glass, always ask the guestif they would like you to
pour the bottle beer into the glass for them.
Coffee is served in a mug without a under plate. Make sureyou pour the coffee and
ask if they need any additional creamers or sugar.
Water is served with a lemon wedge. Never put the lemon directly into the glass,
place a side plate with the lemons on it.
TIPS is an acronym that stands for:
To
Insure
Prompt
Service
Okay, Okay!
So grammatically, it’s
“To ensure prompt service”
But, you get the point.

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Rules / No, No’s
No chewing gum
No using your phone or texting in guest areas, you musttell your manager if you
need to usethe phone in any way (Documentation will be immediate)
No Floating checks, this is covered in the Life of a Check portion of this booklet (first
offence is suspension with requestfor termination)
Servers arenot allowed behind the frontcashier station
Do not hide out in any other outlet
Do not go behind the line in the kitchen, this is unsafeand inventoried items are
behind the line
Do not eat off of the Buffet
All uniformed employees musteat in the cafeteria, with manager approval
Do not eat anything without paying for it, this is a formof theft and if there are left
overs the Chef will place them in the break roomfor the staff (firstoffence is
suspension with requestfor termination)
No running, the kitchen is a fast paced place and even with the mandatory non slip
shoes

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Bussing or Server Assistant
Bussers area vital part of the MatisseTeam. Their primary rollof cleaning and
resetting tables is not the only part of their job. A better job name is Server
Assistantas their role is to make surethe servers areset up for success.
The primary job is to clear tables and reset them for the guests waiting for tables.
The faster a table is reset the faster we can seat the guests as well as the room looks
cluttered and the presentation for new guests needs to be of an unused room.
Bussers should usetrays instead of bus tubs when the flow of traffic is slow. During
peak flow time black bus tubs may be used.
When using the bus tubs they must always be washed outafter each use.
If the tub is placed on the seat to fill up at the table that seat must be wiped off
after the bus tub is pulled.
When filling the bus tub, take your time and section out the tub. Put napkins and
silverwaretogether in the side bid as to not get the napkins stained with coffee in
the main part of the bin. Use the large part of the tub for glass and plates.
Remember, while the cleaning of tables is a somewhatdirty job we don’twant the
guest to see us just throwing everything in the tub all together. This looks bad and
unprofessional.
Bussers also havethe responsibility to help keep Sid stations clean and stocked.
The cleanliness of the buffetis also a part of the job. All of the Matisse staff should
take pride in the presentation of the buffet and wipe it down at every chance.
Servers should prebus tables at every visit so the table should be clear of plates by
the time a busser clears it.

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Proceidures
Servers Cash Payments
Cash is one of the mostimportant types of payments to keep track of.
Cash paymentcan never be putwith employees personalmoneyortips
Cash payments mustbe taken directly to the cashier
DO NOT leave the cash on the top of the drawerfor the cashier
If the cashieris not presentlook for them and ask for them to handle the transaction ASAP
Cashiers
Keep Register area clean and clearof all items
Never leave cash on top of drawer orlet the servers leave their cash on top of the drawers
Keep you cash neatly arranged
Log off your terminal when you leave
Never let anyone work in your drawer.It is your money and yourresponsibility
Do notleave your cash or extra change in an unlocked drawer
Completely fill outyour cash drop envelope and rememberto fill outthe log and the log
number
CreditCards
We acceptVisa,Master Card, Discover, American express
Always verify the expiration date
Make sure the guesthas either signed on the signature capture devise of have them sign on
the print out receipt.
Room Charges
The IG system will only let you charge to a room if they have credit. An (X) will be over the
name if there is no card on file or if the room needs more creditadded
Call the front desk to extend further creditor check if they have a creditcard on file

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Voids
Voids mustbe done by a manager
Voids=No productwas made
Voids mustbe signed by the managerwith an explanation written on the receipt
Comps
Comps=Productwas made butcharge is taken off
Comps can be due to a lot of reasons.The manageris the only one aloud to comp and must
have the receiptsigned with the explanation written on the receipt
Some examples ofmanagercomps are:spills,walk outs, guestcomplaints
Discounts
Discount=group discount,coupon orguestsatisfaction discount
Managers mustapprove and sign all discounts
Discounts are sales tools to getthe guests into the restaurantnevergive a discountto a guest
alreadyeating full price. (Managers can override if service or quality issues,explanation is
required to be written on the check)
Walk Outs
Walk outs will happen time to time. Some guests think that breakfastis included with the room
or that their party plannerhas arranged it.
It is the responsibility of the server to keep an eye on their table
If you do have a walk out you may look in the lobby area for them
Do notrun at the guestas you may scare them
Do notgrab the guestarm or try to retain them
If you think the guestis trying to walk on the tab do not chase them, geta manager.
By law an establishmentcannotmake its staff pay for walk out butthey will be logged under
+/- and tracked
Excessive walks in a time period can resultin documentation
Justrememberthat we are in business to make moneyand we mustkeep a close eye on our
tables.

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Cashier Random Drawer Audits
Revised: June 29, 2011
Policy:
It is the policy of Rosen Hotels & Resorts to perform random audits of cashier’s drawers during
cashier’s regular shift. Audits will be performed by the Internal Audit Department under the
direction of the CFO.
Purpose:
The purpose of this policy is to assist in the detection of fraudulent activity as it occurs and to
serve as a deterrent to fraud, safeguarding company assets.
Procedure:
Random drawer audits will be performed at all outlets on a regular basis. Internal Audit will
develop a schedule for auditing drawers. The schedule will not be revealed to outlets managers
or cashiers in advance. Drawer audits may be performed at any time during a shift including
peak and non-peak times. If the outlet is too busy with a line of customers waiting to pay, the
audit will be postponed, with the goal of completion by the end of the cashier’s shift.
In advance of visiting the outlet, the auditor will contact General Cashier and inquire of any
outstanding due backs or known bank shortages for the cashier to be audited. The auditor will,
in advance, request a temporary bank of $100 from the General Cashier at Rosen Centre for the
cashier to use while his/her drawer is being audited.
Upon arrival at the property the auditor will make contact with Security requesting the
Director/Assistant Director of Security or and MOD act as witness to the drawer audit. If none of
the above are available, the auditor may request an outlet manager to act as witness.
The auditor will then contact the outlet manager and inform the manager of the intent to audit the
cashier’s drawer. If the outlet manager is not available or if the outlet manager is the cashier to
be audited, the auditor will contact the property Assistant General Manager or General Manager.
The manager and/or Security will escort the auditor to the cashier station and inform the cashier
of the audit. Once notified of the audit the cashier will not be allowed to remove anything from or
place anything in the drawer. The manager will immediately run a cashier shift report and
remove all items from the drawer including coupons, gift cards, scrap paper, etc. and turn it over
to the auditor. The auditor will look in the emptied register and surrounding area to ensure
nothing was left behind. The auditor will be sure to look for any items in the register area that
may indicate the cashier is tracking check numbers, amounts, or times for any purpose. The
manager will also run a transaction log for the cashier so that the auditor may view on screen
and document the last activity and time of activity conducted by the cashier.
The cashier will continue conducting transactions using the $100 temporary bank obtained from
the General Cashier at Rosen Centre.

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The auditor will then take the drawer to the property’s designated cash out area along with
Security or the outlet manager to document the contents, comparing sales and cash. Contents
of the drawer are to be documented on a Random Drawer Audit form.
Once the auditor has completed the count, and if no fraud is determined or suspected, the
auditor will return the drawer and all contents to the cashier station and replace them in the
register. The auditor will run another cashier shift report to determine if any cash sales were rung
up during the audit. If so, the additional cash will be verified and the $100 bank will be returned
to the auditor and subsequently to the Rosen Centre General Cashier. The purpose of the
secondary cash review is to determine if sales were rung up, voided, aborted, or otherwise
changed to make up for any fraudulent activity taking place before the audit.
The auditor will determine if any overage or shortage is significant and ask the cashier to
respond in writing if significant.
If the auditor determines or suspects that theft has taken place or, considering documentation
found in or around the drawer, believes that the cashier is planning to commit fraud, the auditor
will request Security conduct an investigation to include, but not limited to, interviewing the
cashier, reviewing same day and prior day transactions and the transaction log, viewing video
tape, and reviewing any other evidence found by the auditor. The auditor will assist in the
investigation by reviewing the entire Check History Detail and Transaction Log for the cashier for
the shift in question.
The auditor will also review the history of all gift cards found in the cashier’s drawer to ensure no
fraud is occurring. Generally, gift cards should only be found in manager’s drawers and should
not have a history of use including initial funding. Any gift card found in a cashier’s drawer with a
history is to be investigated for potential fraud.
The auditor will then discuss the preliminary results of the audit with the outlet manager, or in the
case that the manager is the cashier; the auditor will discuss the results of the audit with the
property Assistant General Manager or General Manager and the auditor will immediately
contact Human Resources.
The Random Drawer Audit form and accompanying report will be turned in to the CFO and
Controller or Assistant Controller for review.

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General Cashier Handling of Deposit Envelopes
Policy:
It is the policy of Rosen Hotels & Resorts to timely and accurately verify and deposit all funds
received from cashiers.
Purpose:
The purpose of this policy is to ensure the appropriate handling of funds received by the General
Cashier from cashiers at each outlet and front desk.
Procedure:
The General Cashier at each of the convention properties will retrieve the Drop Log from the
Cash Out Room and replace it with a new one each day.
The General Cashier, in the presence of Security, will open the safe in order to retrieve all
deposit envelopes from the drop safe. The General Cashier will not open the safe until a
member of Security is present.

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The General Casher will verify cash deposits as follows:
a) Run the automated Cash Sheet for the day for the property to be verified.
b) Verify that all cashiers on the Cash Sheet have a corresponding drop envelope and that
all envelopes have a corresponding cashier on the Cash Sheet. Any discrepancies that
cannot be immediately resolved must be reported to management and security
immediately either in person or by telephone.
c) Open each deposit envelope and verify the amount of cash included.
a. The General Cashier when counting the contents of the envelope will check off
each line entry on the drop envelope as the amounts are verified making the
necessary changes if written incorrectly
b. The General Cashier will recalculate the total to verify.
d) Any discrepancies in the amount noted by the cashier on the drop envelope and that
counted by the General Cashier must be verified by a second individual. If there is only
one General Cashier, Security or an MOD can serve as the second individual for
verification.
e) Each General Cashier associate counting the cash in each cash drop envelope must initial
the envelope and any calculator tape and other documentation must be placed in the drop
envelope.
f) Input the verified cash deposit amount on the Cash Sheet in the “Deposit Amount”
column.
g) Document overages/shortages per CASH 115.
h) Ensure the cash sheet is in balance (total paid outs and payments collected match the
Daily Report) and save the cash sheet in the General Cashier folder on the shared drive.
After all drop envelopes have been counted, the General Cashier will count and coordinate the
money, exchanging all smaller denominations for larger bills and/or checks in the safe.
The General Cashier will then prepare the deposit ensuring the appropriate deposit ticket is
used.
The General Cashier will log the deposit in the hotel’s log report. The deposit is to be placed in a
Brinks depository bag. After all deposits are complete, the General Cashier will write the total on
the bag, secure the bag by locking with the key, log it inot the Brinks log book, and secure the
deposit until Brinks comes to pick it up.
The Brinks associate must sign the Brinks log book indicating receipt of all deposit bags.
All deposits are to be given to Brinks within 24 hours with the exception of Friday through Sunday
deposits. All Friday through Sunday deposits must be given to Brinks within 72 hours.

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Life of a Check
When a server goes to the table to take the order the check process begins. Orders are taken for
either A-La-Carte or buffet. The server must go directly to the computer after the order to ring in
the items the guest wanted. At this moment the check time starts. Every action that happens to
that check can now be read through our systems. It is imperative to stay on top of your checks by
making sure walk up guests are entered in and when the payment is made the closing out of the
check is close behind. There are 3 types of payment and each is handled differently. Cash is the
payment type that must be handled quickly and by the book. Do not put the cash where you
might get it mixed in with any other money; remember that company cash and personal cash can
never be together. If the check is not in the check presenter with the money then it is the server’s
responsibility to reprint the check and hand both the check and cash to the cashier. The cashier
must immediately ring it in and cash out the receipt. If there is an extra cash tip and the servers
are running in teams then the manager must have a secure area for the cash to be logged in and
kept till the end of the shift. These logs must be accurate and kept for future use in the case of
any discrepancies. Neither servers nor managers are authorized to (FLOAT) a check. Floating a
check is when a employee keeps a check open for multiple seating's of a table. Floating a check will
result in suspension with request for termination.
***REMEMBER***
Cash handling is one of the most important part of your jobs. Do not cut corners when it comes
to cash. There is always someone watching the transaction logs so when in doubt have a manager
approve and write down the situation.
Alcohol Awareness and Sales
The Law

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If a serverserves an alcoholic drink to an underage guest,the server can be arrested and
subjectto fines.
Legalage is 21 and up
Always ask for proofof age for guests appearing underthe age of 35
If in doubtask for the ID
We accept3 forms of identification ONLY
1. Valid Driver’s License
2. Pass port
3. Military ID
If the ID is torn, damaged ortampered with in any way we do not acceptit.
It is againstthe law to serve someone who is intoxicated
At Rosen Plaza we are concerned aboutourliability, responsibility and image
State laws regarding alcoholconsumption are quite specific and abuse orneglectof serving
responsibilities involves public safety and liability to the companyas well as yourself.
We only serve 1 alcoholic beverage to a person ata time
Watch outfor a person ofage giving a drink to a minor, if you see this you mustcard the
person with the drink and geta manager
If an intoxicated guestget rude or belligerentDO NOT CONFRONT THEM, get a manager
Bartenders and servers have the right of refusal. Get a managerifyou decide it is time to
refuse service to the guest
Drinking signals and universal system of identifying the level of intoxication
o Green = GO – Safe level, this would be 1drink within the hour
o Yellow = Caution – The signals change from green to yellow as people continue to
drink. At this level, inhibitions are relaxed and an effort should be made to reduce
intake. Loud laughterand talking, Overly talkative and friendly, argumentative, abusive
language,annoying otherguests are a few indicators. Not a safe level for driving.
o Red = STOP – At this level your guestdisplays slowed reaction time and reduced
coordination
Liquor Knowledge
The sale of alcoholis an important factor in any full service restaurant as it constitutes a large
portion of total sales and helps your individual check average.Given the volume of alcohol
sales we have, it is important for you to be as knowledgeable as possible.

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Wine Offerings
Reds Glass Bottle
Chat. Ste. Michelle, Cabernet Sauvignon,
Columbia Valley $11.75 $47
Main Street, Cabernet Sauvignon,
California $8 $33
Main Street, Merlot, California $8 $32
Greg Norman, Pinot Noir,
Santa Barbara $9 $36
Blackstone, Red Blend,
California $8 $33
Septima, Malbec, Mendoza $8 $32
Whites Glass Bottle
Chat. Ste. Michelle, Chardonnay,
Columbia Valley $11.5 $46
Main Street, Chardonnay,
Santa Barbara $8 $33
Montevina, Pinot Grigio,
California $7.25 $29
Oyster Bay, Sauvignon Blanc,
Marlborough $9 $36
Blufeld, Riesling, Mosel Valley $7.5 $30
Montevina, Blush, California $6.5 $26
Ru_ no Moscato d’Asti $8 $33
Specialty Drink
Selections
$10
Blue RosenMartini
Delicious mix of Svedka Citron Vodka,
blue curacao, sour, triple sec shaken ice cold
Alabama Slamma
Classic cocktail made with Southern Comfort,

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DiSarrono Amaretto, sloe gin and orange
juice served on the rocks
Chocolate Vanilla Martini
Svedka Vanilla Vodka, dark créme de cocoa, real
cream, served in a chocolate syrup line martini glass
Jim’s Agreement
Jim Beam Bourbon, orange liqueur, sweet vermouth,
dash of bitters and garnished with an orange peel
Hotel California
1800 Tequila, pineapple and orange juices,
shaken ice cold and served with a champagne _ oa
Top Notch Spirits
Single Malts
Laphroig
Glenlivet 12 & 18Yr
Glenlivet 21 Yr
Macallan 12 & 18 Yr
Lagavulin 16 Yr
Dalwhinnie 15 Yr
Talisker 10 Yr
Glen Keith 10 Yr
Whiskey/Bourbon
Wild Turkey Gentleman Jack
Wild Turkey Honey Jack Daniels Single Brl
Maker’s Mark
Knob Creek
Bookers
Jack Daniels

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Beer Selection
Coors LightisAmericanlightlagerbrewedbythe MillerCoorsBrewingCompany.Itisthe thirdlargestselling
beerinthe country.The beerhasa "ColdCertified"label whichturnsthe mountainsonthe label fromwhite toblue
whenthe beer'stemperature isloweredto39 degreesFahrenheit.
Origin:Golden,ColoradoU.S.A.
Miller Lite,introducedin1975 as America’sfirstlightbeer,isacarefullycraftedAmericanPilsnerusingthe
finestingredientsandbrewingtechniquestoensure arich,full bodiedbeertaste atonly96 calories.
Origin:Milwaukee,WisconsinU.S.A.

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Budweiser is an American-style lager, introduced in 1876 when company founder Adolphus Busch set out
to create the United States’ first truly national beer brand – brewed to be universally popular and transcend
regional tastes.
Origin: St. Louis, MO U.S.A.
Bud Light, the world's best-sellingbeer, is a light-bodied brew with a fresh, clean and subtle hop aroma,
delicate malt sweetnessand crisp finish for ultimate refreshment.
Michelob Ultra has 95 calories and 2.6 grams of carbs per 12 oz. serving. One year after its introduction
in 2002, Michelob ULTRA became the fastest-growing new brand in the industry and was a phenomenal hit
among adult fitness enthusiasts, adult consumers living an active lifestyle,and those looking for a great-
tasting beer with lower carbohydrates and fewer calories.
Samuel Adams Boston Lager helpedleadthe Americanbeerrevolution,revivingapassionforfull-bodiedbrews
that are robustand richwithcharacter. Since 1984, Samuel AdamsBostonLagerhas usedonlythe finesthand-
selectedingredientstocreate thisperfectlybalanced,complex andfull-bodiedoriginal brew.
Origin: Boston, MassachusettsU.S.A.
Alligator Drool an American Pale Ale beer by Florida Beer Company, a brewery in Melbourne, Florida
brewed and bottled especially for Rosen Hotels & Resorts. It is characterized to have a light to moderate
body with a crisp finish.
Origin: Melbourne, Florida U.S.A.
Corona Extraisa pale lagerproducedby Cerveceria ModeloinMexico.Itisone of the top-sellingbeers
worldwide.Coronaiscommonlyservedwithawedge of lime inthe neckof the bottle toadd tartnessandflavor.In
the UnitedStates,CoronaExtra isthe topsellingimportedbeer.
Origin: Veracruz,Mexico

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Stella Artoisisone of the world’sbest-sellingbeersandisenjoyedinmore than80 countries.Itsfull,
characteristicflavorandhighqualityisassuredthrougha superiorbrewingprocessandbyusingthe finest
ingredientsavailable.
Origin:Leuven,Belgium
Heineken isbrewedusingthe same methoddevelopedin1873 and takesthe betterpart of a monthto brew
(aroundtwice aslongas regularbeer).Thatextended“lagering”givesHeinekenitsdistinctiveflavorandclarity. Itis
10% pilsnermaltand"noble"Germanhops.
Origin: Amsterdam,Holland
Amstel Lightas the firstimporterto introduce lightbeerin1980 ledthe Americanlightbeerrevolution.Atjust
95 caloriesperbottle,itsunique mixture of barleyandhopsdeliversafull – neverdiluted –flavorthat’sjustas
tasty as regularbeer.
Origin:Amsterdam,Holland
Draft Beer Selection
Blue Moon Belgian White
A Belgian-style Wheat Beer brewed by Blue Moon Brewing Co. originally from Golden, Colorado.
The beer is orange-amber in color with a cloudy appearance because it is unfiltered. Blue Moon has a
more pronounced orange flavor than many other beers of the style, and also has a slightly sweet flavor.

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Brewed with white wheat and oats, Blue Moon features a crisp wheat finish and the perfect
combination of orange peel and coriander (also known as cilantro).
Bring out Blue Moon's natural spices by serving it in a Pilsner glass with an orange-slice garnish.
Yuengling Lager
D. G. Yuengling & Son is the oldest operating brewing company in the United States, established in
1829. It is one of the largest breweries by volume in the country.
Amber in color, medium bodied. Slight hop aroma and flavor. Toasted and sweet caramel flavors from
the malts.
Sierra Nevada Pale Ale
An American Pale Ale by Sierra Nevada Brewing Company, a brewery in Chico,
California.
Sierra Nevada Pale Ale unique piney and grapefruit aromas derive from the use of whole-
cone American hops.
Foster's Lager
An Australian Pale Lager with a slightly higher alcohol content of 5.2%
Foster’s lightly sweet aroma paired with some malt character creates a refreshing brew. This pale,
golden yellow lager is easy to drink and satisfy.
All drafts are served in 14 ounce pilsner glasses.
Checklists

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Server Sidework Checklist Week Starting .
Opening Sidework Functions
Station 1 – Wait Station MON TUE WED THU FRI SAT SUN
Clean & wipe down wait station
Stock & ice ( if no busser)
Stock sugar & sweeteners, coffee, decaf, tea,

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bottled drinks
Stock glasses( if no busser), straws, napkins,
coffee cups & saucers
Cut lemons & limes
Ice down garnishes
Brew coffee & tea
Have back-up beverage ready to replace empties
Fold silverware with napkin, salt and pepper
Server Station 2 – Food To-Go Area
Stock to-go area with to-go containers, napkins,
cups, lids, plastic silverware and to-go bags
packet.
Clean kitchen (Matisse are)
If only two Servers on the floor this will be divided
for the end of the day
Server Station 3 – Tables
Take Side Station
Clean Coffee Pots
Clean Ice Tea Machine
Fold silverware with napkin, salt and pepper.
Check floor & sweep/mop if necessary (if no
busser)
packet.
Station 4 – Table Tops MON TUE WED THU FRI SAT SUN
Set tables – flatware, glassware, napkin
Refill salt & pepper
Clean condiment holders
Stock sugar, sweeteners, ketchup, table sauces

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Fold additional napkins
Clean & setup tables
packet.
Hostess Station
Clean & wipe down menus
Clean & wipe hostess station
Check entry/wait area floor, clean if necessary
Check floor & sweep/mop if necessary
Clean, dust surfaces in entry/wait area
Review SPECIALS
Review reservations book, note special requests
Stock kid items (crayons and game placemats)
All Stations
When your sidework is completed, assist other
stations with their work ( only if we have no
busser)
Server Sidework Checklist Week Starting .
Running Sidework Functions
Stations 1 & 2 MON TUE WED THU FRI SAT SUN
Keep wait station organized and clean
Maintain sufficient supplies, restock as needed

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Shoppers Reports & Surveys

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Surveys
Each guestthat stays at the Rosen Plaza is asked for their feedback in the form of a Survey.

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We are committed to giving each guestan Experience so we look at each and every survey and will
try our hardestto correctthe actions that they perceived as bad.Rememberthateven if we think we
did everything correctthe only thing that actually matters is the guestperception on howwe did.
Below is an example ofwhatthe guestis asked.We getscored either a 1 Bad – 2 OK – 3 Great!
The managerwill contact anyguestthat is extremely disappointed and apologize.If a single server is
consistently the cause for a bad experience,documentation and re training will occur.
We have an incentive program and employees thatreceive positive feedback by name will receive a
$15 lite bite coupon.
Café Matisse - Buffet Restaurant CS Score: 100
Did you visit Café Matisse - Buffet Restaurant? Yes
How was your Café Matisse - Buffet Restaurant experience?
Quality of food 3 - Better than Expected
Knowledge of server 3 - Better than Expected
Attentiveness of server 3 - Better than Expected
Friendliness of staff 3 - Better than Expected
Breakfast Checked
Lunch
Dinner
Effective Selling
Selling Tips:
Think of yourselves as an effective, qualified salesperson,notjust an ordertaker. As a
salesperson you will blend suggestive selling and upselling techniques into your routine. You

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will learn to instantly recognize the guest’s needs and wants and match them with our
products.You will never CON, manipulate orupsetthe guest.
There are 2 main types of selling, Suggestive selling and Upselling.
o Suggestive selling is implanting ideas or moving guests in a direction you think they
would have the bestexperience.The table tent is a good way to start the suggestive
selling
o Upselling requires selling higherpriced food or drinks. An example would be to upgrade
a steak or cocktail, selling additional items such as appetizers,desserts,soups or
salads
When trying to sell, suggestspecific items on the menu.Use descriptive words such as
“Fresh”, “Juicy”, “spicy”, “flavorful”, etc. When taking a cocktail order,offer a premium brand of
liquor, wine or specialty drink. Guest“I will take a vodka cranberry”server“That sounds
refreshing, would you like Stoli or Grey Goose?”Know the alcoholsection of this guide and
suggestwine or beerwith items ordered.When offering desserts,offer something specific with
descriptive terms.
The goalof a good salesperson is to enhance the overall guestexperience!Byproperly
utilizing a combination of suggestive selling and upselling techniques,you will also enhance
your income.Don’t forget that an effective salesperson is personable,positive and
knowledgeable,reads people welland knows when to quitselling.
A few examples ofsuggestive selling and upselling:
o The “If you’re thinking” technique:If you’re thinking of having a starter you have to try
ourPan Seared Crab Cakes.
o The By the way technique:By the way, we have the Rosen Blue Martini available
tonight.
o The cycle of questions technique:You want the burger,would you like everything on it?
Onions? Sauté mushrooms?Bacon? Did you wantto upgrade to fries for the side?
o Guiding technique:I had a table of ladies that loved the Strawberry Spinach Salad or If
you’re having a hard time deciding,we could getyou started with some wings.
Host Test
1. It’s okayto chewgum while working True False

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2. Complete Matisse Mission Statement; We are Passionate about providing
our guests with an _____________ . . . . Not just a meal.”
3. Whattype of shoes is required? _____________________
4. All guests should be greeted immediately ? True False
5. Who pays our bills? ____________________
6. Name 6 items on the Breakfast buffet.
 ________________________
 ________________________
 ________________________
 ________________________
 ________________________
 ________________________
7. Do you tell the guestthe name of the server that will be serving them? ________
8. Whatare the times the Buffet is open?
A.M. – Open_______ Close_______
Lunch _ Open_______ Close _______
P.M. - Open_______ Close _______
9. Whattime does Jacks Place open? ________
10.Whattime does Lite Bite close? _________
11.If you seat3 guests at a 4 top table whatneeds to be pulled from the table?
A. The extra chair
B. The salt and peppershakers
C. The extra roll of silverware
D. Nothing
12.Who is responsible for putting beverage napkins on the tables? _______
13.During the PM operations what else besides a food menu should you give to the guests?
___________________________________________________________________
14.If you have to seata guestin a section outof rotation whatshould you do
immediately?_________________________________________________________
15.Is there an ATM at the hotel?______
16.If we are serving Buffet only would you tell the guests like this…. We only have Buffet today?
Yes No if nowhow?______________________________________________________
17.Whattime can we start serving alcohol? ___________
18.Should you let the guests knowbefore seating if we are nothaving a Buffet?_______
19.If there are 6 servers on whatsection is table 32 in? ____________
20.If you take a guestto a table that is notquite readyshould you help set the table? ______

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Bonus Question:
If you are on the phone and a line of guests is ready to be seated what should you
do?_________________________________________________________________

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