BEVERAGE PROCEDURES AND STANDARDS OF SERVICE

Context: The procedures and service steps here outlined are meant to provide
guidelines to be able to successfully introduce the new beverage
program on the Seabourn vessels on their date of rebranding and to
standardize beverage service on all ships. These are in addition to
existing job descriptions and working schedules, which might need to
be revised on board in order to reflect the new working environment.
The purpose of this document is to provide a clear blueprint of the
steps that need to be taken to maintain or improve guest satisfaction
through the quality of service provided, within the new parameters
determined by our company.

Standards of Service: It is the responsibility of each bartender and bar waiter

to promote and maximize beverage sales in all the bars and lounges on
each ship.

Every guest is to be acknowledged, recognized and welcomed as soon as possible,

using his or her name every time that it is possible. The goal being to
achieve this initial greeting immediately or no later then the first three
minutes after his or her arrival.

Always make your guests feel comfortable by asking how they are and how their
day is going. Little touches define true outstanding service. For
example, helping them out to sit down by positioning a chair more
appropriately.

As soon as a guest enters a lounge or bar area he or she should be approached

immediately and showed and/or escorted to the Bar area or to an
empty table. In case that your outlet is full suggest alternatives.

Quickly and graciously, proceed to take their drink order. If a guest asks for a gin
and tonic, the standard question would be: Would that be with
Bombay Saphire or Tanqueray? Try to upsell as much as possible by
using the approach suggested above

If the guests do not know what they want or seem undecided, we need to take
advantage of this window of opportunity. Suggest, using pleasant and
colorful adjectives, a drink that we will make especially for them.

A daily task that needs to be achieved is knowing what varietals of wine are
available on board. What are the characteristics of each one. What
labels do they have. Who is the producer. What area or wine region of
 the world they come from. What are their vintages. The same, of
course, applies for the sparkling and champagne products.

As far as beers are concerned, their country of origin and style are the most
important information that we can share with our guests.
When taking the order from each guest try to lower your body as to have your eyes
in the same plane of view as the guest and make direct eye contact while smiling.

If a guest orders immediately, a premium or super-premium brand, compliment

them on their knowledge, good taste and choice.

When taking an order, ask the ladies at table first for their drink requests and the
host last and always serve the drinks in this same order.

Always ask how they would like their drinks made and served, if there are several
methods of preparation and/or different glasses in which the drink
can be served. The same approach applies for garnishes, do not just
assume that everyone ordering a vodka tonic would like it served with
a lime.

Always repeat the order back to guests to make sure you understood them correctly.

Get to know and remember the drinks and brands of preference of your guests.
However, never assume that they always will have them. In these
cases, you should always inquire before just automatically serving it.
A simple and diplomatic question, would you like your usual? will
bring a smile and more than likely a nod of approval.

After or while taking the order, always place a cocktail napkin in front of each
guest, with the company logo facing him or her.

After serving the first round of drinks always come back to the table before their
drinks are finished to ascertain satisfaction and to inquire if another
round is required.

Always carry a lighter and anticipate your guests by trying as much as possible to
light their cigarettes. In the cigar smoking lounges always carry a
cigar cutter.

Keep in mind that in classical beverage service nothing touches the surface of the
table or the bar counter. Coasters and cocktail napkins are always to
be used under every item on the table to include but not being limited
to glasses, ashtrays and munchies container.
Ashtrays need to be replaced as soon as they have two cigarette butts. The proper
way of replacing an ashtray is by capping it when removing from the
table. Never empty them into your tray.

Always ask for permission before removing glassware from the table or the bar
counter. Never assume that is all right to do so just because the glass seems empty to
you. Ask permission even when a fresh round is being delivered and the previous
looks ready to be picked up. Empty bottles are the first item to be removed. But
remember the glasses of the last round should stay on the table until the guests
leave.

Never handle glasses by the rim even when empty. The base is the only surface that
can be touched by you.

When your guests depart a warm and sincere thank you, should see them out of
your work space. Wish them a good day or night, an enjoyable dinner.
Invite them back again. Always using whenever possible their name.
That is what makes personable service!

Immediately bus the table or bar area, returning it to the original immaculate state.
Nothing is more welcoming for the next guests then a
Clean, organized and inviting drinking space.

You will need to know the correct pricing for all the items available in the bars. If
you are a bartender you will need to know all the cocktail drink
specification.

Flow of Service
For Tables: Know what is your station. However, never be territorial, the key to
five star service has always been and always be TEAMWORK.

Make sure all your tables are clean and set up the same way. Chairs are straight
and placed evenly. The tabletop should contain ashtray, bar menu
and candles, where appropriate.

Complete all your side jobs and mise-en-place as determined by the ship before
opening for service. NOW YOU ARE ON STAGE.

Greet warmly all the guests as they come into your outlet. Take their first drink
orders. Always write down the orders, if the ship has an abbreviation
list, use it. Always repeat the order back to the guests if you are not
sure or if their request is open to confusion. Be polite, efficient and
warm in your approach. Never interrupt a conversation, wait until
your presence is acknowledged and then proceed.
Never return to your service station without checking with tables that are already
served. Inquire about satisfaction, see if they need anything else, clear
up what needs to be bussed, replace ashtrays. Never return to the
service station with an empty tray.

If you have already a large number of drink orders and you cannot take that last
table that just sat down, stop by, greet and acknowledge them and let
them know you will be back in a few minutes.

After you order your drinks from the bartender according to the call order
established on your ship. You will have to garnish your drinks. Before
leaving the service station, you need to double check once more the
drinks on your tray with the drink orders that you took. Only this
way will you be sure that nothing is missing.
Many embarrassing moments for you and your guests can be avoided by this simple
step.

Once you are out of the service station the first order that you took is the first order
served. For the simple reason that those guests have been waiting the
longest.

When you are finished serving the drinks, you next take the initial order of the new
tables in your station. After that is done, you check your tables that
are already drinking. The following step, before returning to the
service station, is to clean any tables that have left in the meantime.

When you are not busy with orders you should be occupied with cleaning,
organizing chairs, making sure no debris is on the floor and
straightening out the service station. All these tasks need to be
accomplished, while keeping an observant eye for anyone coming in
and needing service. These periods should also be taken advantage of
to close checks.

Remember: Always be observant of the guests in your station. Do not wait until they
try to get your attention. Then it is already too late. We must always
anticipate their needs and the only way to achieve this is to constantly
watch and monitor their body language, their drinking pace and their
behavior.

Flow of service
For Bars: Complete all your side jobs and mise-en-place as determined by
management before opening for service. Be aware of expected levels
of business so you can be prepared to meet them. There is nothing
 worst then to run out of an item when a guest is asking for it. Make
sure the bar surfaces are clean, organized and sanitized. Make sure
the bottles are clean and displayed attractively. NOW YOU ARE ON
STAGE.

Always keep in mind that as a bartender, during your shift, you will need to satisfy
two guests. The ones that sit at the bar and the servers who depend on
you to provide their best possible service. You will need to balance
your time, attention and effort between them.

Greet your guests warmly as soon as they sit at the bar. Even if you are busy tending
to someone else, let them know, with a big smile, that you will be with
them as soon as you can.

When taking their orders make friendly eye contact. Lean as little as possible over
the bar. Be quick and efficient in the drink preparation process.
Think before you start making drinks. It is very embarrassing and
unprofessional to start the mixing process and because of a mistake,
having to either throw the product away or put it aside, all this in
plain view of our guests.

Traditionally the guests that will seat at your bar will be the most knowledgeable
and the most critical of all people, but at the same time the most
appreciative if they receive good service and can enjoy good products.

Engage in polite dialog with your guests but never become so absorbed with them
that you will not notice other service needs around you. Do not forget
that you are in charge of the waiters in the room and you always
should watch for the flow of service on the floor.

When serving the wait staff, make sure that they are ready to be quickly in and out
of the service station. Double check to ensure that the appropriate
glassware and garnishes are being used by them. Do not serve any
drinks unless checks have been rung up for them. Make sure that the
service station is kept clean and organized.

Avoid making unnecessary noises during the drink preparation process. Meaning
do not slam bottles, throw capsules or bottles into garbage cans and
things of this nature. All unnecessary noises will disturb our guests
and deprive them of a pleasant environment. Also any mise-en-place
(i.e. cutting of fruit) needs to be done in the pantries, outside guest
view.

Never stand around doing nothing behind the Bar there is always cleaning and
organizing that can be done. However, keep in mind that none of these
 activities should disturb your guests and do not interfere with your
objective quality product and quality service for our guests.

Bear in mind that many of the points raised in the flow of service for tables apply
also to bar service.

Procedures: Key controls see SOP

Opening and closing hours All outlets need to be opened and ready
for business by the published hours established on each ship. Closing
hours depend on levels of business.
Checks No beverages are to be dispensed unless they are accounted
for on a check. The only exception being the complimentary beverages
on the Seabourn vessels (non-alcoholic beverages and complimentary
wines for lunch and dinner).
Void Checks see SOP
Measuring Device All alcoholic drinks need to be prepared using a
measuring device (i.e. shot glass).
Pouring Measures See SOP
Pars Each outlet needs to have a physical par and ordering for
alcoholic beverages and wines need to be done based on empty bottles;
all other products based on quantities on hand versus what the par is
for each product. Pars stocks for outlets need to be determined by
each ship.
Training Each ship needs to have a structured training session once a cruise.
Every ship needs to develop tests and quizzes to be given regularly to
the staff in order to assess the progress of the training.

Service Pointers: Always be informed on the different activities taking place on

the ship, so you can always have an answer to any questions that your
guests might have.

On the Seabourn ships if a guest offers you a tip accept it discretely.

Conversations among fellow workers should be kept to the conduction of business.

There is nothing more annoying than sitting at the bar and ending up
after knowing about the private lives of every one the floor and
sometimes the entire crew on the ship.

Leaning against walls, the bar and chairs it is not the required body posture in a
service environment. When not occupied with any of the tasks set
forth here or determined by the ship, your place is in your station
ready to greet your guests and to help them sit down at the table of
 their choice. Do not forget that body language is half of our
communication skills.

Never congregate in groups in the service station or in any other area of your outlet.
You are always in guest view and your behavior should always be
professional.

You need to be informed of the days events but also of what is going to happen the
day after. What port is the ship calling on? Will it be in port or at anchor? What are
the local attractions? What time your guests can disembark? What time they have
to be back on board?

Never say that is not my job. Every job when it comes to servicing our guests is
YOUR JOB. Never say I do not know, the correct answer is I will
find out for you. Never say this is not my table or my station. Every
guest is YOUR GUEST, regardless of where they sit.

Tools of the Trade: Your uniform should be always complete, crisp and
clean. You should always have a
nametag on.

Your tray should never be worn out or dirty.

You need to carry always with you a corkscrew that will also have a beer cap
remover.

You always need to have with you a pen that writes and a few other as back up in
the service station.

You need to make sure before opening that you have enough supplies. Not only of
the product to serve your guests but also matches, napkins, coasters,
ashtrays, checks, glasses, check folders and so on.

Every time you make an alcoholic drink a measuring device needs to be used (i.e.
jigger, shot glass).

Always have cleaning materials available and ready to be used.

Also do not forget your biggest and best tool is a big smile.

The Dos and Donts: There should never be more than three officers at a
table in a beverage outlet, unless as a group they are entertaining
guests.
There should never be any shipboard personnel sitting at a Bar.
Once a Lounge is getting full shipboard personnel that is not
entertaining guests should discreetly vacate the tables that they were
using.
Always remember that our Beverage Outlets are for the enjoyment
and pleasure of our guests.